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Frontier Airlines, Inc.

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Frontier Airlines, Inc. Reviews (1856)

Dear Ms. [redacted]
We have reached out [redacted] regarding the matter and have not yet heard back from them.
We hope to assist you in resolving the issues as soon as possible. We appreciate your patience while we work to resolve the matter with [redacted]s.
Kind regards,
[redacted]
Customer...

Relations Specialist
Frontier Airlines

10/18/2016 10:26 AM [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. Airport Staff We have to make sure that our other gates have agents as well. We typically have 1-2 agents at each gate. I am sorry that it took a while to talk to an agent, but cancellations are very complicated and occasionally take sometime when booking and receiving compensation details.   Reimbursement Request As stated on the paper you received at the airport, we only reimburse up to $400 for another airline flight. Your check could arrive earlier than 4-6 weeks, but we want to leave enough time, so we don't promise a certain date and have it arrive later due to factors out of our control.   Previous Email Response I responded to your email that you sent on September 27th. On September 29th, I responded stating that cancellations are unpredictable and gave you information about your reimbursement check.   Final Resolution We are disappointed that you are not satisfied with our position in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. However, in fairness to all customers, it is important for us to remain consistent.   Kindly,   [redacted] Customer Relations Frontier Airlines

02/18/2016 09:00 AM [redacted],Although our agents are required to enforce carryon size limits and collect applicable fees, they are required to do so in a professional manner and I'm sorry that was not the case. Your comments will be passed along to the employees management team. I'm sorry you are...

not satisfied with our resolution in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. However, in fairness to all customers, it is important for us to remain consistent and  fees appropriately charged are not refundable, non could she have avoided the fee by placing her purse inside her carryon, as her carryon exceeded 8x14x18 as documented in her file. I understand this may not be the answer you were hoping for and regret any disappointment. Sincerely,[redacted] Customer Relations SpecialistFrontier Airlines

Hi- I have previously opened a complain and still no resolution. I had someone from Frontier reach out to me on Jan 2nd and nothing has been down since. We are now Feb 23rd. I flew to [redacted], I flight was a mess, our luggage were lost. Got our luggage back and my clothing were soaked and moldy. I didn't have my work items for 2 days.. My work items needed cost $500. I called and called, only to be transferred hung up on, disconnected, put on hold for as long as 2hours straight. My dispute number is [redacted].. I sent my phone records to [redacted]. She has done nothing to help.. again this issue is since Jan. 2nd. She isn't responding to my emails anymore. This is a terrible way to treat a customer. FRONTIER IS TERRIBLE!!!!! Prior to our flight, our flight was changed, and we did not receive any warning, we arrived at the [redacted] airport to chaos, but only from this airline company. They than made us check in all of our supplies, including medical supplies, only to have our bags lost, and us left without those supplies for 2 days!!! WE ARE NOW NEARING 2 MONTHS AND THEY HAVE NOT DONE A SINGLE THING TO MAKE THIS RIGHT!!! INCLUDING THE $500 I am asking for. I Want $500 which is nothing compared to what I lost not being able to go to work, or the items lost when I received my items back!!!!!!!! respond to your customers, when at fault own up to it! THAT IS WHAT A REAL COMPANY DOES!!!

08/09/2016 01:44 PM Dear [redacted],   Thank you for contacting Frontier Airlines. I apologize for any inconveniences caused by the cancellation of your flight. It is never our intent to disappoint or inconvenience our passengers.   Safety is Our Priority I am deeply sorry for the...

trouble that was caused by the cancellation of your flight. I can only imagine how difficult it is traveling with an infant and irregular operations only make it more difficult. Our number one priority when flying is to make sure that all of our passengers and crew are safe and occasionally flights have to be delayed or cancelled if they are deemed unsafe to fly. We never mean to trouble our passengers.   Customer Service I regret to hear that you received poor customer service at the airport from our agents as well as with our phone agents. We strive for excellent customer service and it is clear from the situation you have described that we fell short of this expectation. Please be assured that your comments regarding what happened will be shared with management so we can provide better service to you and other customers in the future.   Compensation Due to cancellation of your flight I will be able to issue you a check for the $400 that you were promised in the cancellation letter. Please respond with the address that you would like me to send the check to.   I also see that you were issued a voucher worth $200 due to the cancellation of your flight. The voucher will expire on November 5th, 2016 but travel may be booked as far out as Frontier's schedule allows. I have included the voucher number and instructions for use down below.   Voucher Number: [redacted]   While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.[redacted]Frontier AirlinesCustomer Relations

Initial Business Response /* (1000, 9, 2015/07/06) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Please accept my apology for any confusion regarding the carry-on fee. The Economy...

fare purchased has a fee to carry-on a bag not to exceed 16 X 10 X 24. The fee is less paid when booking direct or with online check in. Each passenger ** allowed one free personal item such as a purse or laptop case not to exceed 14 X 8 X 18 that can be placed on the floor in front of you. You would be charged for your carry-on regardless if you put your purse/pocket book in as it would be larger than the personal item size limit. You can view our baggage policy at http://content.flyfrontier.com/travel-information/baggage?_ga=1.XXXXXXXX.XXXXXXX... Respectfully the carry-on bag fee paid would not be refunded.
Carry-on bags slow the boarding and deplaning process, it's helpful for us so the fee is less.
We look forward to the opportunity to serve you again aboard Frontier Airlines.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 11, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response was generic and unempathetic. In addition your response doesn't hold true - because your own employees don't follow this policy. If you read my case I escalated after I witnessed your employees tell several passengers ** insert their handbag into their carryon to avoid fees.
Just wanted to know if this is okay to be posted on social media.
Final Business Response /* (4000, 13, 2015/07/24) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the [redacted] and appreciate the opportunity to further address your concerns.
With the Economy fare there is a fee to bring a carry-on bag. Each passenger ** allowed a free personal item such as a handbag. If the handbag is larger than the personal item size agents may advise to put in the carry-on bag to avoid an additional fee. If the passenger [redacted] a handbag, carry-on and laptop case they would need to place one in the carry-on to avoid additional fees and having a bag checked as you are only allowed 2 items in the cabin. These are examples of why agents may tell a passenger ** consolidate to avoid additional fees.
The fee charged for your carry-on bag on each flight is valid as you did bring a carry-on bag. I'm sorry you're not happy with our resolution.
Sincerely,
[redacted]
[redacted] Specialist
[redacted] Airlines

Initial Business Response /* (1000, 7, 2015/09/10) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Our records indicate you used your miles for a return flight on August 31 from...

Orange County to Denver.
Please accept our sincere apology in which we are unable to grant your request due to we sent you an email for both itinerary's to view in case there was an error you have 24 hours to cancel and rebook your reservation with no fees.
As a gesture of good will I have documented your reservation [redacted] to waive the $99 change fee, so you have a full value of your ticket in the amount of $218.00. If there is a difference in fare you will have to pay the difference.
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.
Kind regards,
[redacted]
Frontier Airlines
Customer Relations

[redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. On July 21st you called our reservations department to change your flight schedule. The ticket you purchased was an Economy ticket and we charge a fee to make changes on your reservation, this fee is not refundable.   According to Frontier Airlines Contract of Carriage if a flight is delayed or cancelled a passenger is offered the next available Frontier Airlines flight, if the next flight option is not for several days the passenger can request a refund of the unused portion of their ticket.   Frontier will have no obligation to provide transportation on another carrier or to reimburse a passenger who chooses to purchase a ticket on another airline.   Your tickets were refunded and Frontier issued a voucher in the amount of $200 for the flight cancellation. We will not provide any further compensation or reimbursement for your expenses regarding the other airline tickets you purchased.   I am sorry to hear that you are not satisfied with the resolution that was offered. It is never our intention to be insensitive to our customer’s opinions regarding their experience with Frontier Airlines.   I do show that your concerns regarding your delayed bags were handled by our Central Baggage department.   The airline has guidelines and policies in place to help ensure that all passengers are handled in a consistent manner for most situations that are encountered. I understand this may not be the answer you were hoping for and regret any disappointment.   Sincerely,   [redacted] Customer Relations Specialist Frontier Airlines

03/17/2017 12:50 PM, Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Regrets I am sorry that you found your flight was booked incorrectly. I can find no evidence of a problem with our...

booking system or website from that date, however I am sorry this happened to you. I am glad you were able to get a full refund. I am regretfully cannot issue reimbursement for your [redacted] fare for this incident.   Customer Service is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than that. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated. I have forwarded your comments about [redacted] on to management.   Come Back SoonI apologize again and highly encourage you to give us the chance to impress you on your next flight. I'm confident your next experience with us will be a good one!Regards,[redacted]Frontier Airlines

Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com.
We regret you are not satisfied with our resolution in this matter. It doesn't matter if it's 120 seconds, 240 seconds or even 480 seconds, our cut off is 45 minutes before departure and as I mentioned in my last email, in fairness to all customers, it is important for us to be consistent when it comes to following 45 minute cut off policy.

Although we realize this is not the answer you were hoping for, we hope you understand policy.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Dear Ms. [redacted],
My apologies that you have not been able to connect with [redacted]. I have forwarded this to her so that she can contact you herself when she is back in the office after the holidays.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 4, 2015/07/02) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concern
As you can imagine, flight irregularities can be very challenging. The decision to...

delay or cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. Please know, we take great care to operate a safe and on time airline. It is never our intention to disappoint passengers.
In the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are unavoidable. This is a situation faced by all airlines and, try as we might, no air carrier can guarantee that all flights will depart or arrive on schedule.
The outbound flight on June 11, from Indianapolis was delayed due to air traffic control, all flights must have clearance prior to departing and landing. I'm sorry you were unable to make your connection and our alternate accommodation was too late for your travel, I can see a refund of the connecting flight was requested and processed on June 15, this takes approximately 7 business days to post and may take up to 2 billing cycles to appear on your statement. Because this was an uncontrollable delay compensation, hotel or food vouchers would not be provided.
When we have a controllable delays like the maintenance delay on your return compensation is provided based on the length of the delay. It appears you were issued a $100.00 voucher for the delay and placed on the next flight. While you left Seattle on June 15 th the late flight arrived in Denver on June 16, the next available flight to Indianapolis was the 12:35 am June 17 th. A $100.00 voucher has been issued for you due to the delay To redeem your electronic voucher, visit www.FlyFrontier.com and book your flight. On the "Purchase" page, select "Voucher", then enter the following voucher number: XXXXXXXXXXXXXXXXX
This voucher must be redeemed by September 14, 2016, but your travel date may be as far out as Frontier's schedule allows.
The carry-on fee with the Economy fare is $40.00 paid at the airport or kiosk. I'm sorry you were unaware of the fee as the ticket was booked for you. Information regarding fees can be found on our website at www.FlyFrontier.com
Your continued support is very important to us. We certainly hope to have the opportunity to restore your confidence in our service.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
[redacted]
Terms and Conditions for Electronic Travel Certificates:
-The passenger ** responsible for payment of any difference between the value of the certificate and the value of the ticket.
-Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased.
-Valid for 3 months from the date of issue and may not be extended.
-Nontransferable; may only be redeemed in the name of the passenger ** whom it was issued.
The Certificate cannot be:
-Applied toward the purchase of Travel Insurance -Used with group travel -Redeemed for cash
Other conditions may apply.

Dear [redacted],

We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

Please let me clarify a few things. First the travel insurance "Travel Guard" is not a Frontier company, they are there own company so we have...

no control over their policy.

Secondly yes you were changed the $100 change fee but you were also refunded the $100 change fee on December 12 to credit card ending in [redacted] along with your $30 bag fee (which by the way are both non refundable) but as a customer service gesture they were both refunded.

Here are links from our web site:

https://www.flyfrontier.com/travel-information/baggage/

Carry-On bag charges vary based on when you purchase. Carry-On bags can be no larger than 10" tall, 16" wide, and 24" long (including handles, wheels, and straps) and no heavier than 35 pounds. Carry-On bags must fit in the overhead bin. EarlyReturns Elite members always receive a free carry-on bag in addition to the personal item. Carry-on fees are non-refundable.

https://www.flyfrontier.com/travel-information/travel-policies/

If you would like to change your itinerary prior to the day of travel (date changes or city changes), you may do so at the My Trips section on FlyFrontier.com. If you purchased the ability to refund/change/cancel your ticket, which Frontier may have offered you and you may have purchased, including all tickets sold as Classic Plus tickets, you may visit Flyfrontier.com and apply the value of your purchase to your new ticket without any penalty, subject to any difference in fare and/or options prices. Otherwise, you must pay the difference between the fare already paid and any difference in fare and/or options prices, as well as a non-refundable change fee of $99.
All exchanges have no residual value when exchanged for a purchase of lesser value.

I'm not sure were you are getting the $59 where you believe Frontier owes you.
The fees below are what was charge for [redacted] and [redacted]:

I hope this helps explain your fees.
Regards,
Yolanda
Customer Relations
Frontier Airlines

10/05/2016 08:10 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Flight Delay We understand that it can be frustrating to experience a flight delay. In the process of operating scheduled...

service over many different route segments each day, an aircraft may become dirty and need to be cleaned. I apologize that the cleaning of an aircraft combined with loading baggage caused your flight to be delayed. Waiting For A Gate I'm sorry to see that your flight experienced a wait for a gate in San Francisco. Periodically, disruptions in one part of the system may cause interruptions in other areas, resulting in wait times for a gate. We strive to get our passengers to their final destination as timely as possible. I'm sorry for the unexpected delay, I can only assure you these are not the standards we strive to maintain.   While we understand the frustration you experienced during your trip, I must inform you that we are unable to honor your refund request because travel was completed on the Frontier Airlines ticket. Compensation Our records indicate that you were issued a $50 voucher for future use as a result of the experience, but this voucher is about to expire. While we are unable to refund you for your flown travel, the voucher has been extended and must be redeemed by January 1st, 2017, but travel may commence after this date. As a result of the change, your voucher number has changed and you now have voucher [redacted]   Once again, I apologize for the recent experience with us and hope that you use this discount to give us another opportunity to show you how great we really are. We hope to have the privilege to welcome you on a future Frontier Airlines flight.   Kindly,   [redacted] Customer Relations Frontier Airlines

WE did call Frontier and we both talked to them on the day before the flight and the day of the flight. We were NEVER told of any charges and in fact we were told that we could fly out at a later date but that we might need to pay an increased fair depending on the time and the date.

12/28/2016 12:46 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesI understand you're flying with us because you have somewhere to be. That's a reasonable expectation! I'm sorry to hear about...

the cancellation of your flight. I can understand how frustrating that can be.We Hear YouI understand this was a frustrating inconvenience and I can only assure you these are not the standards we strive to maintain. Please be assured that your experience has been forwarded to the Leadership Team responsible. It is feedback such as yours that enables us to make changes to our product, and better serve our passengers.We Care About YouIt's important for us to keep good relationships with customers like you. In an effort to prove we can do better, you were issued a to use as a discount on a future Frontier flight. A voucher was issued to all passenger on this flight in the amount of $200.00. [redacted] Expires: March 22. 2017 We have also refunded your flight back to the original form of payment. The refund was issue on December 28, 2016 back to the Visa we have on file ending in $117.10. We will consider a reimbursement for your car rental. You will need to send all your receipts for your car rental. Come Back SoonI apologize again for your past experience, and I highly encourage you to give us the chance to impress you on your next flight. I'm confident your next experience with us will be a good one!Kindly,
[redacted] Customer ServiceFrontier Airlines

Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Regrets [redacted], I completely understand your frustration about not being able to use your miles for a flight. I am very sorry about that. We...

understand that some of our Early Return members have had a problem with finding available seats on our flights. Some routes have limited seating available for Early Returns and need to be booked quickly when they appear on our schedule as they are always taken very quickly. I am very sorry for you have not been able to find a flight.   National Rental Certificate I am sorry that the National Rental location you visited would not take your certificate. Typically, only the rental stations at the airport will accept these certificates. Your certificate is good for a year, I hope you still may be able to use it.   Your Miles We have several ways you can use your miles. They may be used for hotel stay, magazine subscriptions, and more. You may find all of this information on our website here: Using Miles.   Come Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airline. I'm confident your next experience with us will be a good one! Regards,Customer Relations SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because: to me these vouchers are not displaying any kind of compensation me and my wife have a 8  year old son that we had to assure was taken care of why frontier did not let us board our flight my wife also. Missed 2 days of work behind this situation. Me and my wife had to sleep in a airport after receiving two emails that our plane would be leaving 155 we reached the airier at 1159 to not be let up stairs and checked in to thAn finally speak to a frontier representative to say that the plane didn't actually board until 1:27am. This was inhuman in all ways possible the reason I would like my refund is because I never ever want to fly with this company again. With these vouchers they are four big mr to remain a customer which I would like to never have and crossings with this company. I some to 5 representatives for 5 hours and still had to sleep in the airport this flight ruined my whole birthday vacation this is the worst experience I have had in my 31 years of living. It was not my fault I didn't not board so you guys putting me on a flight was the least you could do and refunding my money would have been going the extra mile to make sure I stay as a customer but as I stated this is a big issue for me I work very hard and save up money to travel a company that doesn't value that wil nor have mr nor my family as customers 
Sincerely,
[redacted]

05/09/2017 08:52 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for letting me know about our agent giving you the wrong information about the way insurance works on a reservation. I am very...

sorry this happened to you.   Our Tickets Our economy tickets are non-refundable, unless you purchase our bundle "The Works." The travel insurance we offer on our website is from a third party company and can be useful when your trip is disrupted due to weather or other issues.   What I Have Done To make things right for the incorrect information you received I have refunded your entire fare plus the amount of your insurance as a travel voucher good for future flights. Your $54.05 voucher (#[redacted]) expires on 8/9/17, but you do not have to travel within this time frame. Travel just has to be reserved before the expiration date. Further voucher redemption details are below.   This gives you the same refund as our "Works" bundle does.Come Back SoonI recognize this does not change the time lost and inconvenience, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one!Regards,[redacted]
[redacted]
[redacted]

Initial Business Response /* (1000, 11, 2015/10/21) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We apologize there was not sufficient room onboard the our aircraft to carry on you...

bag. Carry on bags are $30 and checked bags are $25. As a customer service gesture we can either refund your $5 or provide a $30 voucher. Please advise your preference.
We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 13, 2015/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept a $30 voucher.
Final Consumer Response /* (3000, 19, 2015/10/28) */
I was told this case is close, but I don't think the business has resolved the case yet. We have agreed on a resolution but this business again failed to deliver the voucher they agreed to.
Final Business Response /* (4000, 21, 2015/11/08) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com.
You never replied and advised me if you wanted the $5 refund or $30 voucher.
We have issued an Electronic Travel Certificate in the amount of $30.00 which provides a discount on a future Frontier Airlines flight. Please review the terms and conditions below. To redeem your electronic voucher, visit www.flyfrontier.com and simply go through the flight booking process. When you arrive at the payment screen, select Electronic Travel Certificate from the drop-down list of payment options and enter voucher number.
Name: [redacted]
Expires: 2/3/2016
Certificate number: XXXXXXXXXXXXXXXXX
Regards,
[redacted]
Customer Relations Specialist
Frontier Airline
Electronic Vouchers:
It's not redeemable for cash.
It's valid for 90 days from the date of issue and may not be extended.
It may not cover the entire value of the purchase.
It may be used only once, so there will be no remaining value after redemption.
It's not transferable and may only be redeemed in the name of the passenger to whom it was issued. The name on the new reservation must match the old reservation exactly.
It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.

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Address: 7001 Tower Rd., Denver, Colorado, United States, 80249

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