Frontier Airlines, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[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.

Initial Business Response /* (1000, 4, 2015/07/16) */
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 inconvenience you and your family experienced due to...

the time change of your return flight. When we have a schedule change you are notified by email, if the email is not responded to the new flight time is assumed accepted. I understand your frustration but am glad you were able to discover this by checking the website before departing for the airport.
As mentioned in the previous email sent we do not provide compensation or reimbursement for schedule changes. Respectfully we would not reimburse the additional hotel expense of staying for the day. As a customer service gesture, we have issued an electronic voucher in the amount of [redacted] for each of you, which can be applied towards your next [redacted] Airlines flight.
To redeem your voucher, visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number:
XXXXXXXXXXXXXXXXX [redacted]
XXXXXXXXXXXXXXXXX [redacted]
XXXXXXXXXXXXXXXXX [redacted]
XXXXXXXXXXXXXXXXX [redacted]
This voucher must be redeemed by [redacted] 2015, but you do not have to travel within this timeframe. Future travel may be booked out as far as [redacted] schedule allows.
We look forward to welcoming you aboard a future [redacted] Airlines flight.
Kindly,
[redacted]
Customer Service
[redacted] Airlines
[redacted]
Electronic Vouchers:
A few more things to know about the voucher:
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 ** 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.

Good morning,  I just had Frontier Airlines follow up with me and they have "reconsidered" my previous compliant.   As a result, they are now issuing me a refund for the disputed $99 additional charge. I am completely satisfied with this resolution!  I have a strong feeling that it was only due to the Revdex.com's follow-up with them.   Since this is now resolved, would you kindly close my complaint?  Thanks so much,[redacted]

04/07/2016 12:33 PM [redacted], I understand your frustration, however any compensation will come from [redacted]. We work closely with [redacted] and have requested they respond to all issues/complaints concerning their flights.I apologize for the inconvenience. Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/10/18) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Frontier Airlines recommends customers arrive at least two hours or more prior to...

departure time. Because of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of 45 minutes prior to the scheduled flight departure for domestic flights.
We advise this while making your reservation as well as in your emailed receipt, plus we send you a reminder email the day before departure. We understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure.
Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have caused. We are disappointed that you may not be 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 be consistent when it comes to following the policy and guidelines of our 45 minute cut off time.
We look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

1/12/2017 11:43 AM Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Firstly, on behalf of all of us here at Frontier, please accept my condolences on your mother's passing. I understand how emotionally and financially stressful such times can be.   I'm sorry to hear that you're not satisfied with the resolution that was offered. The decision to cancel a flight is never easily made because we appreciate the disruption it causes to our passengers. We understand that you're flying because you have to be somewhere on a certain day, at a certain time. That's a reasonable expectation! We also know that you expect to get where you're going safely and safety is our priority. Flight [redacted] was cancelled for uncontrollable weather reasons and we are limited in the options we are able to provide passengers in such situations.   We are unable to provide reimbursements for tickets purchased on another airline as a result of weather-related flight cancellations and, respectfully, I am declining your request for reimbursement in this instance. I am, however, able to increase the amount of the electronic travel vouchers to $150 each and extend the redemption period. It's my pleasure to extend this goodwill gesture to you. Here are the new details: [redacted]  -  [redacted]  -  [redacted] The vouchers must be redeemed by June 1, 2017, but you do not have to travel within this time frame. Future travel may be booked out as far as Frontier's schedule allows (see instructions below). Please know that these vouchers replace the previous set, which have been voided.   While I'm certain that this isn't the resolution you expected, I hope you'll utilize your electronic travel vouchers to provide us the opportunity to serve you and your family on your next Frontier flight!   Sincerely, [redacted] Frontier Airlines

Response Email   10/20/2017 12:07 PMHello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Schedules I understand you're flying with us because you have somewhere to be at a certain time. That's a...

reasonable expectation! I know changes to your plans can be frustrating and although schedule changes are an industry practice, here at Frontier Airlines we make every effort to minimize these changes. Some updates are necessary for operational purposes, and can even reduce costs. We appreciate your cooperation as these changes will allow us to pass the savings on to our customers by continuing to offer the lowest fares in the industry.   We Care About YouAs a gesture of apology for the schedule change you experienced we have issued a full refund of the reservation. The refund has been issued today 10/20/2017, in the amount of $227.60 back to the [redacted] ending XXXX. Please allow 4-7 days for the funds to be back in your account.  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,Customer Relations SpecialistFrontier Airlines

Final Consumer Response /* (2000, 7, 2015/09/09) */
I have just received the requested refund back to my [redacted] The letter I sent certified with a return receipt to Frontier and [redacted] was never signed for, but with your help this was resolved. Thank you for your help in this matter.

Response Email   11/03/2017 08:48 AM Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   I am sorry that you feel our response was not adequate. We cannot refund a flight after your travel has been completed. I am sorry if there wasn't a representative available to answer questions once the plane arrived back Denver. I am sorry if this still leaves you with questions, I am only given basic information regarding delays. Whether its weather, maintenance, flight crew or baggage delays.   Regards,    [redacted]

Complaint: [redacted]
I am rejecting this response because:  The response sounds like a generic computer generated response  because they never address the rudeness of the agent, the agent hanging up on me and my most recent booking was not refunded. It sounds like they are really saying tuff luck we got you and our agents have the right to be rude.
Sincerely,
[redacted]

Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond:Thank you for getting in touch with us in regards to the downgrade dilemma you experienced with flight 1310 on December 25, 2017 when you were traveling from...

Chicago to Miami. I am very sorry to hear your description of the situation and I hope that I can offer you some resolve to the matter.Our ApologiesI completely understand how disheartening it must have been to have the duration of your travel elongated due to the downgrade you experienced. It is never our intention to interrupt, extort, or compromise our passengers travel plans. I sincerely apologize for the lost convenience and time, especially while you were traveling with your family. We are continually reviewing our policies and procedures- and how we put them into practice- to ensure that your needs are being met first. Feedback such as yours affords us the ability to develop new and more accommodating procedures with our passenger's needs in mind. With that being said,  I am very sorry that we fell short this time around.   DowngradesSometimes, we are forced to make difficult decisions that are hard on everyone, such as downgrading our passengers from one aircraft to another. Downgrades are Frontier's way of attempting to accommodate as many passengers as we are able to- with the equipment that is readily available- when "Plan A" becomes compromised.  In your situation, as with many others on the same flight, the seating capacity of our available aircraft unfortunately did not measure up to the amount of passengers we had initially believed we could adequately transport. It is never our intention to come off exorbitant- we are simply doing what we can to get as many passengers to their destinations as possible given the constraints of any given situation.Refund RequestOn behalf of Frontier, please accept our sincere apologies for the inconvenience you experienced due to the downgrade of your flight. Unfortunately, a refund can only be approved for a downgraded flight if the reaccommodations are not accepted by the passenger. Our records indicate that the reaccommodations on an American Airlines flight were accepted and later completed through our department that specializes in matters like this. Further, the amount you initially paid for flight 1310 was used to supplement the cost of your reaccommodation on another airline. I apologize if this procedure and our refund policy was not communicated to you effectively.Existing VouchersIf you were not aware already, you have a total of $2,400 in vouchers that can be used for any future Frontier travel already assigned to you and your family. The total is divided up into three separate, name specific, vouchers valued at $800 each. I have included the voucher numbers that are associated with each member of your family directly below this segment. While you do not have to travel by the date of expiration (June 23, 2018), travel must be booked before then.  Further voucher redemption details can be located at the bottom of this email.- Xxxx Xxxxxxx: xxxxxxxxxxxxxxxx- Xxxx Xxxxxxx: xxxxxxxxxxxxxxxx- Xxxx Xxxxxxx: xxxxxxxxxxxxxxxxWe Value Your BusinessI want to thank you again for contacting us about your recent downgrade dilemma. I fully recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one, [redacted]!Kindly,Customer RelationsFrontier Airlines

Initial Business Response /[redacted]/
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I'm sorry you were unable to make your flight due to traffic conditions. 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 ** check in baggage. At this time they leave the counter to go assist with the flight departing. An agent was present at the counter up to the cut-off time as the last checked bag time stamp for the flight was 9:51 which is the cut-of time. If a flight is missed, passengers [redacted] offered the next available Frontier flight with open seats. A fee is then collected based on ticket type, which is non-refundable. In reviewing your reservation it appears you were charged for only one confirmed alternate flight for both travelers. Respectfully we would not refund the ticket as travel was completed or the fee to change the flight.
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. We have high expectations of our employees and are disappointed with the behavior you described of our gate agent and reservations agents. For training purposes; we have made your comments available to the station manager.
Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback. Thank you for taking the time to write.
Kindly,
[redacted]
Customer Relations Specialist
Frontier Airlines

Complaint: [redacted]
I am rejecting this response because: I don't consider this matter closed until we receive medical documents and receipts from the bloodwork.  Also, my wife will need bloodwork in about 5 months to follow up and make sure that nothing was dormant in her bloodstream from this event.
Sincerely,
[redacted]

Hello [redacted],Thank you for your response. I apologize again for the baggage delay and for any discrepancy in the amount of your reimbursement. We covered all of the items on your three [redacted] receipts, totaling $247.91. We do not cover medication in checked baggage per our Contract of Carriage, under number 17, section A, part 1, subsection I. XXXX originally covered $25 out of the $54.99 for your shaver. I will cover the full amount of the shaver. Excluding medication, this brings the total of your [redacted] receipt to $79.65.Your new total for reimbursement is $327.56.Please let me know if you have any questions or concerns. Kindly,Customer Relations SpecialistFrontier Airlines

Response Email   02/21/2018 12:23 PM Hello [redacted] and [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Documentation When a passenger is unable to fly due to a medical reason, we do require...

documentation on hospital letter head and signed that a passenger is unable to fly for a full 90 days. According to my records you send in documentation that does not state this 90 limit.   Refund As a One time customer service gesture I am able to refund you for this portion of your flight. A refund of $148.3 will go back to your card ending in XXXX. Please allow 4-7 days for this to reflect on our bank statement.   Regards, Customer Relations SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because: As previously mentioned twice already we were told my Frontier that we only had $75 for the whole family. Therefore we didn't keep or hand in other receipts! You just lost another Frontier customer due to incompetent customer service and unfair treatment.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/05) */
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 called several times and were advised bags fees are...

non-refundable and would have a $40 credit for future travel. As a customer service gesture I have set up a $40 bag refund to credit card ending in 1738.
Thank you for taking the time to write. We look forward to welcoming you onboard many future Frontier Airlines flights.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

04/07/2016 11:44 AM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. On behalf of Frontier, please accept our sincere apologies for the inconvenience you and [redacted] experienced due to severe weather in Denver....

Due to blizzard conditions and power outage the airport was on hold for traffic in and out and then it was shut downI apologize for poor communication regarding the delay and final cancellation.During times when we are experiencing cancellations due to weather related issues, Frontier Airlines allows passengers to make changes to their reservation without certain penalties. We do not compensate passengers during weather-related delays or cancellations, as weather is something that we are unable to control. When re-accommodation is not acceptable and the passengers take alternate travel we are unable to assume liability for additional incidental or travel-related expenses. My research does show that you have been issued a refund in the amount of $297.98 which went back to the credit card ending [redacted].  You also were issued bag refund in the amount of $80.00 ($70 went back to credit card ending [redacted] and $10 went back to [redacted]). Your request for $1300 reimbursement has been denied as there is no explanation as to what the expense is for. Frontier is granting an exception for other airline tickets purchased with electronic vouchers only. Please submit your receipt if other airline tickets were purchased. It is never our intention to disappoint passengers. We hope to have the opportunity to serve your future travel needs under more pleasant circumstances.Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesI am sorry to hear about what happened at the ticket counter for xxxxx's and xxxxx's flight to St Louis. When a passenger misses their...

flight, they are to present the card to the agent so that they can pay for the same day change fee. It does not sound like the airport handled their late arrival appropriately. It's really unfortunate that happened. I'd like to offer you a refund in the amount of $198. Please note that once the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practices. I show the credit card used to make the purchase ended in xxxx. Come Back Soon!I 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! Regards, Customer Relations SpecialistFrontier Airlines