Frontier Airlines, Inc.

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

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]

Response Email   03/20/2018 12:33 AM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. SchedulesI 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, I have issued you a $25 voucher (#XXXXXXXXXXXXXXXXX) to use when booking a future Frontier flight. Your voucher expires on 6/20/18, 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.   Because of the length of schedule change, your reservation does not qualify for a refund.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

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

Dear Ms. [redacted] We have received your rebuttal as submitted to the Revdex.com. As I mentioned in my previous email we advise of these fees and they are on our web site https://www.flyfrontier.com/travel-information/baggage/ Bag Prices REGULAR BAGGAGE OPTIONS Purchase Location Carry-onBag* 1st Checked Bag* 2nd Checked Bag* 3+ Checked Bag* BEST VALUE! Flyfrontier.com, at booking and up to 24 hours before departure $35 $30 $40 $75 Call Center $40 $35 $40 $75 Web Check-in $40 $35 $40 $80 Airport ticket counter or self-service kiosk $45 $40 $45 $80 Departure Gate $60 $60 for bags exceeding our size requirements N/A N/A Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

02/23/2016 04:47 PM Mr. and Mrs. [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Thank you for letting us know that you were in contact with [redacted] from our Reservation Department. He verified that a refund via check was authorized. We regret that you did not receive the check within the timeframe [redacted] indicated. We've stopped payment on the original check and a second one was issued and sent with expedited delivery. Sincerely, [redacted]Customer Relations SpecialistFrontier Airlines

Response Email   08/18/2017 07:17 PM  We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Check-InI understand your frustration in arriving at the airport, only to find long check-in lines. I know first-hand...

that navigating an airport can be challenging. We value your time and appreciate your patience as we adjust our staffing needs to make the check in process more efficient for our passengers. It's never our intent to inconvenience you. I'm sorry you experienced a longer wait time then expected.   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.   ReimbursementWe want to assist with the additional cost incurred due to the disruption you experienced. Your reimbursement request has been approved in the amount of $XX.XX. This covers, your flight with [redacted] in the amount of $XXX.XX Minus the $XXX.XX that Frontier has refunded for your original flight on July 23, 2017. Please allow 4-6 weeks for processing and delivery. Your reimbursement check will be sent to:   [redacted]XXXXXXXX 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!Regards,Customer Relations SpecialistFrontier Airlines

10/18/2016 12:33 PM Dear [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   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.  Unfortunately, we are unable to grant your request of any tickets.  As previously stated, we are happy to reimburse you for your interim expenses.  Please feel free to submit those to us in response to this email.  We would be unable to provide any monetary compensation without receipts.  We do apologize.   Respectfully,     [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
I was there 120 seconds after the 45 min cutoff. 120 seconds. I am beyond disappointed in Frontier Airlines. I understand the cutoff, but 120 seconds? There is a reason why Frontier Airlines has so many customer complaints. I feel as though being compensated with either a refund, or at the very least credits going towards another flight would be most appropriate. I believe that if you were in my situation that you would agree.

10/31/2016 09:06 AM Dear [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Our Regrets As mentioned, I regret to hear you missed your flight due to the long security lines. It is the passengers responsibility to arrive in plenty of time to ensure that all check-in requirements are met. Frontier acts in good faith by recommending customers arrive at the airport 2 hours prior to schedule departure.   Regrettably, a refund will not be processed as you purchased a nonrefundable ticket. According to our records, you have a credit in the amount of $579.20 that must be used by October 27, 2017. Please be sure to apply this amount to a new reservation by the expiration date.   Things You Should Know For your security, please know that the Transportation Security Administration (TSA) screens all checked baggage. You can find further information on the TSA website. Due to government regulations that require 100% baggage screening, a passenger’s bag may continue on the flight even when the passenger is not onboard. There are situations that can cause the customer to be separated from their bag which can include; a late check in, medical issues, family emergency or other personal situations at time of departure. Sincerely, [redacted] Customer Relations Lead Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:None of my concerns have been addressed, they are pretending they can't figure out the issues.  Frontier CSR is garbage.  Unacceptable how much I've used their service. 
Sincerely,
[redacted]

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. I have not received the check yet but they have sent me an email that the check is on the way
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I still feel as if your business has not satisfied my concerns. We were locked in an airport for 5 hours with nothing to eat nor drink. There was no service to us nor the other passengers on our plane we were left to fend for ourselves. You're only compensation is a gift certificate for a future flight that I don't even plan on never taking with your company again. I would like reimbursement for my hotel fees for the missed night that I did not get, as well as the cost that I had getting food in [redacted] that I should never have had to pay for.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/19) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We are committed to providing our passengers with a pleasant and enjoyable flight...

experience and regret that your travel plans were disrupted in Denver on April 21st.
We recommend passengers arrive 2 hours before scheduled departure, as reservations and seat assignments are subject to cancellation for passengers who fail to make themselves available for boarding at the departure gate at least 15 minutes prior to departure. Our records indicate that flight 124 left the gate at 6:26 AM which was 12 minutes after our 15 minute-cutoff and in line with our policies. For more information please see the "Involuntary Ticket Cancellation" section of this page:
http://www.flyfrontier.com/travel-information/travel-policies
Once a flight is closed, our agents are unable to reopen the flight to print passes, check in baggage or allow late boarding. 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. Since this fee was properly assessed, we are not able to refund it.
Please accept our sincere apology for the phone wait times you experienced. While Customer Relations stops taking calls at 11 AM, all calls that are in queue prior to 11:00 are answered. We encourage our passengers ** file a written complaint on our website.
We hope to have the opportunity to serve you again under more favorable conditions.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I fully understand that its recommended that you arrive 2 hours before your scheduled flight, and had we been late, I would have accepted that. We were not late. We were there at the gate at [redacted] and the gate was already closed and no one in site. I don't know where you guys are getting your time stamp from, but I can assure you it was not still open at [redacted] None of the other doors closed before the actual flight time, and when the doors did close, they still opened the doors for people who were late. This is not ok. There were so many plans that had to be cancelled during our vacation due to this issue. I have used you guys so many times between flights for myself and for family and friends and you guys claim to want to be customer service friendly and you are not trying to make this situation right. It takes you forever to get back to your customers, and when you do you don't even try to help them with these situations that are your fault. I do not accept your response and would still like you to refund the full amount of [redacted] for this issue that you are completely at fault for. Again, I could understand if all the other flights were done the same and you actually closed gates 15 mins prior to the actual flights and didn't let people on the plane after doors had closed, but the 14 HOURS that we were at the airport watching every other flight take off showed us that you always wait till at least the flight time before closing the doors. Please make this right and if you at all care about keeping a very loyal customer.
Final Consumer Response /* (4200, 11, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this as a closed solution. Again if we had been late even by a min I would completely take responsibility for this, but I don't think its right to close the doors 15 mins before the scheduled flight. Every other flight waited until the time of the flight except for ours. We were on time. I don't understand why frontier isn't trying to work with the customer in any way. You haven't tried to offer anything to apologize for this situation. At this point I understand that you are refusing to do right by the customer and give me a full refund, so the least that you could do is offer a credit towards another flight. That is honestly the least you can do. This issue will not be resolved until you are willing to do something to make this right other than saying "sorry about your bad luck".
Final Business Response /* (4000, 13, 2015/06/22) */
Dear Ms. [redacted],
We have received your second rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
Our flight did not close earlier than our policies allow. If you were in the gate area on time, you would have had the opportunity to board. Our Contract of Carriage states, "Tickets and seat assignments are subject to cancellation for passengers [redacted] fail to make themselves available for boarding at the departure gate at least 15 minutes prior to scheduled departure."
For more information please visit: http://content.flyfrontier.com/contract-of-carriage
Unfortunately, we are not able to provide compensation for missing a flight.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

04/14/2016 08:05 AM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe 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. A fee is then collected based on ticket type, which is non-refundable.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.  Be assured we have forwarded your input for Management review.  Respectfully, tickets that are flown are not refunded.Your comments and those from other customers help us to identify areas needing to be addressed and we appreciate your feedback. Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because: Although Frontier is offering $25 voucher to fly with them again, it isn’t even enough for a one way trip.  I am asking for more.  If they are unwilling to refund my money I feel that $25 is unacceptable.  Not one time did Frontier even say that there was a safety issue or something wrong with the plan when we were at the airport, in addition they never apologized or give any explanation.  When we were in [redacted] flying home there wasn’t even a Frontier representative at the gate.  The response back from Frontier was a cop out, it was not apologetic or sympathetic to anything.  I don’t believe that there was a safety issue.  
Sincerely,
[redacted]

06/14/2017 04:02 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Once the annual fee and $500 worth of purchases are made the 40,000 miles will take around 15-17 days to deposit into your...

account. The miles should show up in your next billing cycle. This may take some time. I see that your account moved from [redacted] on June 14th 2016. Have you paid the $69 annual fee?   Thank you for your patience as I address your concerns.   [redacted]

Initial Business Response /* (1000, 5, 2015/06/17) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
First, I would like to sincerely apologize for the unpleasant experience you and your...

party had with us when flight 619 was cancelled on May 31st. My research indicates that flight 619 was delayed and eventually cancelled due to severe weather that affected the aircraft earlier in the day causing our flight crew to run out of working hours that is regulated by the FAA. 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.
Nevertheless, this does not excuse the behavior you described of our staff during this situation. We are committed to providing our passengers with a pleasant and enjoyable flight experience and regret that we fell short of this. We have high expectations of our employees and are disappointed with the behavior you described of our airport and phone agents. I especially apologize that the agents were giving you different reasons as to why he flight was delayed and then cancelled. We do our best to provide our staff with frequent and accurate information regarding flight disruptions so they can inform our passengers appropriately. For training purposes, I have logged your comments and feedback regarding these agents. This feedback will be reviewed internally and put up for future consideration.
Respectfully, we will not be able to provide you and your party with a refund of the Frontier Airlines reservations as all the segments in your reservations were flown and non-refundable. Also, due to fact that this cancellation was cause by an uncontrollable situation, we will not be able to provide you with reimbursement for the transportation or hotel. However, if you had any meal expenses that were not covered by station vouchers, I would be happy to review those for reimbursement.
Normally, during uncontrollable situations, we do not provide compensation. However, as a customer service gesture for the way this situation was handled by our airport staff and phone agents, I have issued electronic vouchers in the amount of $200.00 each, which provides a discount on your next Frontier Airlines flight.
To redeem your electronic vouchers, visit www.FlyFrontier.com and book your flight. On the "Purchase" page, select "Voucher", then enter the following voucher numbers: [redacted] - XXXXXXXXXXXXXXXXX, [redacted] - XXXXXXXXXXXXXXXXX, [redacted] - XXXXXXXXXXXXXXXXX, [redacted] - XXXXXXXXXXXXXXXXX. These vouchers must be redeemed by September 17, 2015, but travel may be booked out as far as Frontier's schedule allows.
Once again, I apologize for the unpleasant experience you and your party had with us. As Frontier employees, we care about our customers and want you to choose our airline with confidence. We're continually seeking and implementing ways to improve our service, and your feedback helps us continue this process. We hope to have the opportunity to restore your confidence in our service onboard a future flight.
Kindly,
[redacted]
Frontier Airlines
Customer Relations Lead
[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 or STRETCH seating.
-Applied toward baggage fees, change fees, or other charges.
-Combined with any other voucher, promotion, or discount.
-Used with group travel
-Redeemed for cash
Other conditions may apply.
If you have any questions please call Frontier Reservations at X- XXX-XXX-XXXX

I am rejecting this response because:While I sincerely appreciate receiving an apology, my husband and I still have no plans to fly on Frontier in the near future given the difficult experience that this trip was from the lost luggage in the beginning to the over 24 hour delay at the end.  Given that, we would sincerely appreciate simply receiving significantly less than half of the original compensation we were promised in Portland in the form of the $224.40 refund to my credit card.  If the credit is issued we'll consider the matter happily resolved.  While we appreciate the vouchers, they won't be of use to us and seeing as the cash credit we are requesting is just slightly above half the issued total voucher value we think this is a reasonable request.  If it helps with Frontier's accounting to void the vouchers when a credit card refund is made we have no problem with that. 
Sincerely,
[redacted]

01/30/2017 09:29 AM Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. It was a pleasure speaking with you today.  We apologize for the delay of your bag and the inconvenience that it has...

caused.  As discussed in our phone conversation, please send your receipts to [email protected] for processing.  In the subject line please copy the following:   Interim [redacted]   Please also indicate the name you would like on the check and the address where you would like the check to be mailed.   We thank you for your patience and hope to see you again on a future Frontier flight under more pleasant circumstances.   Respectfully,    
[redacted]