Frontier Airlines, Inc.

Initial Business Response /* (1000, 5, 2015/06/08) */
[redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
My records indicate that you filed your initial complaint with Frontier Airlines by letter....

Your letter was responded to on 5/22/15 by our agent [redacted]. She advised in her response that Frontier Airlines was unable to cover travel related expenses due to a schedule change.
I'm very sorry for any inconvenience our schedule change has caused you. Although schedule adjustments are a necessary part of air travel, please know that these decisions are not made lightly.
Flight schedules can be very tough to manage due to frequent changes in costs and market demand. We have a team of specialists who continually monitor our entire system and make adjustments only after careful review of market viability. While we always strive to maintain schedule consistency, there are situations where changes are necessary despite our best efforts.
We notify passengers with-in 48 hours of a schedule change occurring. We attempt to give as much advanced notice as possible to allow passengers to make alternate arrangements if needed. My records indicate that the booking agency was notified of the schedule change on 2/1/15. We don't provide compensation for schedule changes, as you are always entitled to receive a refund if a schedule change occurs on your reservation and you choose not to accept the change.
You have contacted Frontier Airlines on several occasions and spoken with several supervisors. Each time you have been advised that neither a refund, nor reimbursement will be issued. We do understand that you are not happy with our position on the matter. However, we will continue to be consistent with or policy to be fair to all passengers.
Please be assured we do listen to everything our customers tell us. I have logged your comments for review by our management team. We hope to have the opportunity to restore your confidence in our service on a future flight.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Keisha with Frontier Airlines states I was offered a refund for our flight when I was originally advised of the scheduled flight change. When I called in and spoke to a Frontier representative regarding the schedule change prior to the flight, I was advised I was unable to receive a full refund and was offered a fax number and reservation number to submit my hotel expenses for reimbursement.
The claim by [redacted] that I was advised by "several supervisors" neither a refund nor reimbursement would be issued is false. I was advised by Frontier representatives to call other departments at specific times of the day to discuss my issue. I was also advised to fax my information (which I did and can show Frontier received).
[redacted] was the last representative I spoke with and when she advised I would not be compensated for a change made by the airline without my permission and without the option to be refunded, I stopped calling Frontier and filed a complaint with Revdex.com.
Final Business Response /* (4000, 9, 2015/06/18) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
I apologize your travel plans were interrupted due to our schedule change. When we have to change a flight, please know it is because we have exhausted every other option, and that this decision was made as a last resort. When our Marketing Department makes the decision to adjust service to a particular station, please know it is a well thought out, but often difficult choice to make. Flight schedules can be very challenging and adjustments are done after careful review of market viability.
If a customer finds our schedule change unacceptable they have the option of an alternate Frontier Airlines flight or a full refund of the unused ticket portions. Frontier does not reimburse for travel incidentals, provide compensation or refund tickets that have been used in a schedule change situation.
While our reservation agents cannot authorize reimbursement they will often recommend customers to mail or fax in receipts for review. I'm sorry if our representative(s) lead you to believe reimbursement would be provided without being reviewed by our Customer Relations department.
In researching, we found documentation by multiple representatives indicating you did inquire about reimbursement for the hotel however, there was not an authorization to provide reimbursement. I'm sorry for any misinformation or confusion regarding reimbursement of your extra night hotel stay.
While we regret you experienced a change in schedule, Frontier is not liable for failure to operate any flight, failure to operate a flight according to its schedule, or for changing the schedule or type of equipment used on any flight, with or without notice to the passenger. We act in good faith by alerting our customers to any changes in schedule so they have the opportunity to accept the changes or accept a refund.
Please visit our webstie at Flyfrontier.com under our Contract of Carriage regarding Schedule Changes. When a passenger's itinerary is changed because of a modification in Frontier's schedule, arrangements will be made to:
1) Transport the passenger over its own route system to the destination; or
2) In the event the schedule modification is significant, at Frontier's discretion, it may refund the cost of the unused portion of the ticket.
We are unable to honor your request for reimbursement of the extra night hotel stay. We understand that this may not be the answer you expected, and we are sorry to disappoint you.
Sincerely,
[redacted]
Customer Relations
Frontier Airlines

Hello [redacted],Thank you for your response. [redacted] is out of the office, but I appreciate the opportunity to assist as I can in the mean time.I'm glad to hear another agent was able to resolve your concerns satisfactorily, but I encourage you to let us know if there is anything else we can help...

with.Kind Regards,Supervisor, Customer RelationsFrontier 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.

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

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

10/18/2016 06:29 PM (CR) [redacted], [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.On October 14, 2016 a Customer Relations supervisor approved the hotel reimbursement in the amount of $168.41 for [redacted]. An...

email was sent to [redacted] on October 14 advising her of this decision. The reimbursement check was approved and submitted for processing.Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

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]

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

01/13/2017 05:24 PM , 13 JANUARY 2017   Dear [redacted],   Thank you for contacting Frontier Airlines. We apologize that due to an unexpected amount of email contacts we did not have the opportunity to respond prior to this moment.We are sorry to hear of the delay of your luggage when you traveled with Frontier. As your file contains some conflicting information, could you kindly advise if you are still missing your luggage so as we can work on that issue and close that part of your file.Your fare included a checked bag, leaving no bag fee to refund. In lieu of that bag fee, we have issued a $35.00 electronic travel voucher for use on future Frontier travel. This voucher can be applied to your next online booking at www.flyfrontier.com. Details to follow in a separate email.Also -Your file notes that you submitted interim receipts, which were reviewed and processed, with a reimbursement check written for you on 27DEC16.I am unable to review the receipts you submitted, but I can tell you that you may be reimbursed for any essential, reasonable, and verifiable expenses for clothes, shoes, and toiletries. Essential items do not include food, beverages, cigarettes, or alcohol purchases. All items submitted for reimbursement will be reviewed for reasonableness and may not be covered without prior authorization.   Please keep copies of your original receipts. Our processing department requires a clear readable copy of the merchant receipt showing date and place of purchase, detailed breakdown of items purchased and payment information.Should you have more questions about how your interim was processed I would suggest that you contact the [redacted]) station. They should be able to pull your file and explain further how your case was processed.For inquiries or further follow up, please refer to the information listed below and call the station listed. Please also note that station cities are only manned during active flight times during the day, so you may need to leave a message, and await a call back.INCIDENT NUMBER -[redacted]STATION CITY AND PHONE NUMBER -[redacted]Frontier Airlines appreciates your business, and we apologize for the inconvenience you've experienced.Sincerely,[redacted]Frontier Airlines[redacted]

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]

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: 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]

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

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]

Initial Business Response /* (1000, 6, 2015/11/10) */
Dear Ms. [redacted],
Frontier Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concerns.
Please accept our sincere apology for the delay of your checked baggage when you...

travelled with us on October 1, 2015 from Orlando to Dulles.
We have talked to our Dulles Manager and he will be issuing a check for the items you went out and purchased.
If we can be of further assistance, please don't hesitate to contact us via email at [redacted], or by calling XXX-XXX-XXXX Monday-Friday 7:00am - 4:00pm Mountain time.
Sincerely,
[redacted]
Central Baggage

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

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

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

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