Frontier Airlines, Inc.

Initial Business Response /* (1000, 5, 2015/05/13) */
[redacted],
Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We appreciate your feedback and...

need to gather additional information in order to assist you further.
Please reply with the passenger name as it appears in the travel record, and the six-digit reservation code. We assure you that your concern is important to us and we will get back to you as soon as we receive this needed information.
Sincerely,

[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.

05/04/2016 02:32 PM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.We recommend passengers arrive 2 hours before scheduled departure, as Frontier has a strict 45 minute check-in cut off. Once a flight is...

closed, our agents are unable to reopen the flight to print passes or check in baggage. If a flight is missed, passengers are offered the next available Frontier flight with open seats. While the customer service agent was unable to accommodate your request for late check-in, this information should always be conveyed in a courteous and professional manner.  Your comments have been logged for Management review. When re-accommodation is not acceptable and the passenger takes alternate travel we are unable to assume liability for additional incidental or travel-related expenses. The records are showing that [redacted] boarded the flight. Because you purchased a non-refundable flight your request for a refund has been denied. However, I have issued a electronic travel certificate for you only in the amount of $172.00 and a refund of $55 that will go back to the credit card ending [redacted] for the bag fees. I regret your reluctance to fly with Frontier Airlines again, and hope for the opportunity to restore your confidence in our services. Kindly,[redacted]Customer Relations SpecialistFrontier 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

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.

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

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

Complaint: [redacted]
I am rejecting this response because: I have not received a refund yet? and I want to know where it is? And how long will it take?
Sincerely,
[redacted]

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

04/18/2016 01:48 PM [redacted], As we discussed over the phone,  I have reinstated 42,958 miles back to your account. Please let me know if you have any additional questions.Kindly,[redacted]Customer Relations SpecialistFrontier 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

02/24/2016 10:57 AM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I'm sorry to hear about your troubling medical issues and certainly understand this has been a trying year for your family. I regret any...

misunderstanding or misinformation that may have occurred when you asked for a second voucher extension. I did find 2 vouchers in our system for $406.80 each. Our normal expiration policy is that vouchers must be redeemed within 90 days of issue and I see that your original vouchers have already been extended once, with a new expiration date of April 2, 2016. Your vouchers only need to be redeemed before the expiration date of April 2nd. This gives you about 6 weeks to book a future trip before your vouchers expire. There are no restrictions on the travel date, and you may book future travel out as far as Frontier's schedule allows. Our current schedule shows seasonal service begins from Bozeman Montana on May 5th and ends on August 8th. Each voucher must be redeemed separately in the names as follows:  [redacted] (1815[redacted]0001) [redacted] (1815[redacted]0001) I hope this helps clarify that your voucher credit is still available for redemption, and that you do not have to travel before expiration on April 2nd. Kindly, [redacted]Frontier AirlinesCustomer Relations

Complaint: [redacted]
I am rejecting this response because:Hi Frontier Customer ServiceThanks for the response and providing the explanation on why the flight was cancelled. While I can understand flights sometimes got cancelled due to un-controlled condition, the terrible service and rude attitude from the Frontier staff in Miami are simply not acceptable. As you can see from the attached photo, the boarding information in front of the gate at 3:23pm was still 3:38pm instead of “Cancelled”. How much time we could have saved had the Frontier staff done their job properly! The rude attitude definitely made the situation worse, which made those passengers waiting there whole day really angry. We would like to demand a direct apology from those two staff on duty that day, Zoleidys and Shai.In addition to my family, other two passengers who were in the same situation also flew to LaGuardia. Their relative drove them to Trenton and gave us a ride to Mercy County Airport. We paid them $100 in cash for the commute. As a result, I donot have a receipt, but hope this cost can still be reimbursed. As a reference, an [redacted] from LaGuardia to Trenton would have costed about $500 (see attached quote). Regarding the refund of flight tickets, if cash refund is not possible, I would to ask for a Frontier voucher of $1000 with an expiration date of 1 year.We went to Miami for a cruise vacation and had a great time, but the bad experience with Frontier and whole day waiting made us exhausted and pretty much ruined the purpose of getting rested from the vacation. I donot think money can really compensate it.
Sincerely,
[redacted] ([redacted]) [redacted]

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

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, 4, 2015/07/02) */
Dear Mr. [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 misinformation regarding the waiving of any fees...

to make the voluntary change to the reservation. The Economy fare purchased has a [redacted] change fee and any applicable fare difference to make a change. You can view on our website under travel policies what situations may request a waiver and what documentation would be required. While reservations agents advised documentation could be sent to request a refund of the change fee it was not guaranteed that the waiver would be granted.
We remain consistent in our policies to be fair to all our passenger. Respectfully a refund of the requested change fees would not be provided.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When speaking with the agents it was guaranteed that the fees would be refunded. We clearly stated to the [redacted] employees agents the situation, including asking them specifically what the process for the refund would be. Multiple agents assured us that the refund would be issued if we followed their instructions. Both of us specifically stated that if we would not be refunded the full fees we would not be re booking with [redacted]. At this point it is clear that the multiple agents supporting us used a deceptive business practice to collect the extra money. We were guaranteed, despite your response saying we were not, that the refund would be offered. This guarantee directly impacted our purchasing decision. At no point did the agent reference any other policy or suggest that the refund would not be honored for any reason. Regardless of if this was intestinal the fact remains [redacted] agents guaranteed a refund if we followed their instructions. Even still my wife is receiving instructions to re fax the documentation.
Final Business Response /* (4000, 9, 2015/07/24) */
Dear Mr. [redacted],
Thank you again for your patience while the phone conversation was pulled and reviewed.
We have also received your rebuttal as submitted to the [redacted]
After reviewing it has been determined that the change fee will be refunded as the information from the agent was incorrect. This takes approximately 7 business days and will credit back to the card ending in [redacted]
We hope you will allow us the opportunity to serve you on a future [redacted] flight.
Sincerely,
[redacted] Specialist
[redacted] 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

07/12/2016 12:42 PM Dear [redacted]   Thank you for contacting the Frontier Airlines Central Baggage Service Office.   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Chicago O'Hare Baggage Service...

Office has advised us that you claim was reviewed, and you were advised by phone and e-mail that they would be unable to reimburse you for your damaged wheel,  Also as a customer service gesture,  they would be issuing you a $25.00 travel voucher for your inconvenience   There are circumstances when Frontier Airlines does not assume liability for baggage issues. Each airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions, of liability such as wheels and handles. We have attached a copy of our Baggage Claim Limits for your reference.   Your concerns have been made available for review by our management. Managers are asked to review all feedback and use it to implement product and service enhancements.   We appreciate your business and apologize for the inconvenience you experienced. We look forward to serving you on a future flight, under more pleasant circumstances.     Sincerely,       [redacted] Frontier Airlines Central Baggage Specialist

01/20/2017 03:46 PM   Hi [redacted],   It was really good talking with you on the phone, I am glad I called. I do apologize again for the poor customer service you received. I have sent a note on to management abou your experience.   Your Vouchers I have issued the two new $50...

vouchers. I have listed all your voucher information below: All the vouchers expire on 04/19/17, but you do not need to fly by this date.   [redacted] Finley    $100    #[redacted]                             $50    #[redacted]   Jazmine Grier      $100 #[redacted]                             $50  #[redacted]   Thank you for being so understanding. I hope you enjoy the weekend!   [redacted],   [redacted] Frontier Airlines  01/20/2017 02:36 PM Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Schedule Changes Every airline has schedule changes. This is normal airline operations. We do try to minimize these as much as possible of course. I regret that your schedule change was inconvenient for you.   Our Regrets I'm really sorry that you are disappointed 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.   Our Customer Service [redacted], Frontier has several layers of customer service. When you call in your call goes to reservations. They are very limited in what they can do for you. When you ask for a manager, they transfer you to us. I am sorry, that no one was available when you called.   When you email, you contact Customer Relations. As a CR agent, I have much greater access to our various systems and much greater leeway to offer compensation. My job is to actually be your advocate and try to make thing right when things go wrong.   Our Records I am sorry, our system notes do not indicate any voucher offer. I do have a note that you called in on 1/19/17 and was offered to be moved to another flight or be given a refund. The flight offered was not ok so a refund was given. The caller asked for reimbursement of your fare booked on other airline and was told we could not do that. The caller then advised they would contact the Revdex.com.   Our Resolution [redacted], to make sure I wasn't missing anything I went to the department head and had them review this incident. She confirmed that the maximum we can offer you is the $100 voucher.   I do hope you will use your vouchers and give us another try!   Kind Regards,   [redacted] Frontier Airlines

05/04/2017 02:02 PMDear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Voluntary Flight Change According to my research, these changes were made online voluntarily. You are advised at the time a change...

is made that a cost of $99 will be assessed to each passenger on the reservation being changed. You are also advised that fare difference is automatically applied to any flight change and is adjusted to the current price at which we are charging for that flight. Respectfully, I will not be able to honor a refund of the fare difference. However, as a one-time customer service gesture, I have waived the 7 change fees that were applied. You will see a refund of $693.00 back to card ending in [redacted]. Please allow up to 10 business for the refund reflect on your card statement.   We're continually seeking and implementing ways to improve our service, and your feedback helps us continue this process. We value you as a customer and look forward to serving you aboard your flight on the 12th.   Kind regards,   [redacted] Customer Relations Frontier Airlines