Frontier Airlines, Inc.

Response Email   09/29/2017 11:26 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for letting me know about your flight to [redacted]. I'm really sorry to hear about your...

vacation not working out as planned.   RefundSince the ticket for your flight is non-refundable, we are not able to refund you your ticket. According to my records we have offered you a credit for the amount you spent on your flight to use towards future Frontier Airlines travel.   If you have any questions or concerns regarding your credit please don't hesitate to email me back. We Value Your BusinessThank you again for contacting us about your recent experience. I 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.Regards,Customer Relations SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because:Can you forward this to upper management.  CEO?  I want to here from someone else before we go to a mediator.  Sorry, my answer and response is the same.  I strongly believe a court will find your policy unjustifiable and that you are taking advantage of consumers.  Many times in history we've seen corporations policy change by consumers advocates.    And I will keep the fight up and don't think a reasonable management team really wants the bad publicity and loss business over the small amount.  Is $177 you took from me for providing o service really going to affect your bottom line?  So, please forward to upper management.  I want to hear another response  from some one else other then from you.
Sincerely,
[redacted]

08/12/2016 10:31 AM[redacted], Thank you for forwarding the emails you received. We've verified that the written information that was provided on February 29 included: The voucher must be booked within 90 days from date of issue. As a gesture of goodwill, we've allowed a one-time exception and granted...

an extension of your vouchers for immediate use. Your new vouchers must be redeemed prior to their expiration on 8/19/2016. Your party's new voucher numbers are: [redacted]
[redacted]
[redacted]
[redacted] We Value Your BusinessThank you for choosing to fly with us. We look forward to the opportunity to welcome you on board again and will work to make sure you next experience is a better one. Kindly, [redacted]
Customer Relations SpecialistFrontier Airlines

03/10/2016 03:54 PM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Please accept my apology for any inconvenience our schedule change has created for your brother in law's bachelor party. Now more than ever...

at Frontier, we are committed to ensuring a good customer experience, with on-time flights and reliable service. In an effort to accomplish this, we must make difficult decisions such as changing our schedules. As a gesture of apology, we have issued voucher number [redacted] in the amount of $100, which can be applied to your next online booking at www.flyfrontier.com. This voucher must be redeemed by June 10th, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows. Normally when the schedule change takes place you would receive and email from us, however, I can see based on how your booking was created by [redacted] that we didn't have your email address. Since this flight was cancelled, I'm more than happy to refund this portion of your ticket, which is valued at $130. Please let me know if that is how you would like to proceed. I recognize that this does not change your experience with respect to this schedule change, but I hope that you will choose to fly with us again.Kind regards, [redacted]Frontier AirlinesCustomer Relations

Response Email   08/15/2017 03:51 PM  Hello [redacted],   Thank you for speaking with me over the phone today. Here is the information regarding your travel credit.   Travel Credit You have been issued a travel credit in the amount of $XXX.XX.  This credit will expire on...

November 13,2017, but you do not have to travel by this date. Travel just needs to be reserved by this date. To redeem your credit, please go to [redacted] when you are ready to book travel. You will create a new reservation and continue all the way to the payment screen. Click on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code: [redacted],  and this email address: [redacted]. If applicable, a credit card will be required for any residual value.   We Value You Thank you for contacting us in regards to your reservation. We look forward to seeing you on a future Frontier flight.   Regards,[redacted]
[redacted]

Initial Business Response /* (1000, 10, 2015/09/03) */
Response Via [redacted] - 08/12/XXXX XX:XX
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Frontier and several other airlines...

often contract out workers in markets where we have a smaller presence. Our ticket counter in Seattle is one of these stations that is operated by one of our business partners, and the hours of operation are very limited. Staffing at this station revolves around outgoing and incoming flight schedules. If there are no flights expected, the contracted staff are excused until they are needed for the next flight. Our policy is to open the ticket counter 2 hours prior to departure. We apologize for any inconvenience this may have caused you.
Your comments have been made available to our Customer Service Management team.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 12, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The extremely limited nature of the service Frontier was planning to provide was not disclosed at the time when I purchased bag check service. Were the less-than-industry-standard service provision disclosed I would have made different purchasing decisions. If Frontier knows that there are service desks where they will consistently be providing substandard service this needs to be noted at the time when customers are offered purchase options
Final Business Response /* (4000, 17, 2015/10/07) */
Response Via [redacted] - 09/19/XXXX XX:XX PM Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
We appreciate your feedback regarding your staffing expectations of airlines at non-hub out stations. Your suggestions have been forwarded to management for review and consideration.
We hope to fly with you again in the future.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

02/25/2016 02:27 PM [redacted] I was just contacted and I sincerely apologize for the delay in updating your account. I was told by our liaison she had received notification from [redacted] regarding your account but because of the volume she has working in the order received, she had not updated your account. Please check your account, it has been updated. [redacted]

I am rejecting this response because this company continues to fail to attend to the actual nature of the problem and instead continues to make excuses for their despicable business practices.  Frontier Airlines automatically adds the Perks package to customers who log onto their website without the customer selecting the package. When I attempted to correct the problem, I was told "It's not possible." Ironically, your response is that you are currently unable to correct the issue because your company refused to correct the issue.  Any solution other than a refund of the difference between what I was charged ($88.20) and what I should have been charged ($30) is unacceptable.
Sincerely,
[redacted]

08/11/2016 04:50 PM [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. It was a pleasure speaking with you over the phone today.   While I am unable to accommodate your request for reimbursement of $283.10, I have issued you a new $283 voucher ([redacted]), which can be applied to a future Frontier flight as we discussed.   It's important for us to keep good relationships with customers like you and I hope to prove we can do much better on your upcoming flights with us.   Kind Regards,
[redacted]Frontier Airlines

08/12/2016 04:41 PM Hello [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I would personally like to apologize for any stress and confusion you experienced while booking a ticket through a third party...

booking site.  I understand your frustration with the lack of clarity while using a third party booking site. Although they are required to list our policies, often times third party booking sites such as [redacted], [redacted] or [redacted] do not have our policies listed as clearly as they are on our own website. In the future, please feel free to reference our main website at https://www.flyfrontier.com/.   I regret to inform you that we can not honor your refund request at this time.  If you still wish to cancel your flight that is possible however there will be a $99 cancellation fee.  I apologize if this is not the resolution you were hoping for, but we must remain consistent in our policies.   Kindly,   [redacted] Customer Care Specialist Frontier Airlines

Initial Business Response /* (1000, 9, 2015/11/10) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Your complaint for the incident which occurred on May 5th 2014 has been addressed by...

our Special Needs team. In the year and a half since the incident there have been many correspondences between yourself and this team. This includes an extension from 6 months to a year for you to use the $100 flight voucher that was provided as compensation for the inconvenience you experienced.
We regret if you had any difficulties redeeming your voucher, however, our position on the matter has not changed and no additional compensation will be provided.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:We were still over charged & never got a refund on one of our 2 bags.  I doubt Frontier ever will give us a refund, but I do not accept their response.
Sincerely,
[redacted]

11/15/2016 05:02 PM   Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Voucher Re-Issue I apologize if there was any misunderstanding between you and our agent. I do see in our records that...

you were offered a $25 in response to your concern. As a one-time customer service gesture I have issued you a $50 voucher to be used towards a future Frontier flight due to the miscommunication. The voucher expires 2/15/17 but you do not need to travel by then, simply book by then. Please use this voucher number (#[redacted]) as your old voucher is now void.   Come Back Soon!I apologize again for your past experience, and I hope you will use the discount on your next flight with us. 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!Kind regards,[redacted] Customer RelationsFrontier Airlines

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. Although my husband and I both attempted to check in on our mobile devices (well over two hours before the flight took-off but couldn't because the Frontier system was down), I will accept the credit for the tickets as it's the ethical thing to do. Your system was down Frontier, causing us to miss the flight. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: unacceptable - did flight crew give her any sort of test ** Judgement call **and certainly no warning for the 3 minutes we were on board the plane nevertheless looking at frontiers chief complaints of customer relations were certainly very poor    first time using this company and herd a-lot of bad comments,reviews most exceptionally accomplished and  proven correctly mission statement complete ** airlines! will continue to pursue AG and class action and just bad business on frontier thanks for the troubles caused horrible  horrible  most horrible customer service had better from lower level fast food workers  [redacted]
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/06/30) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address you concerns.
Please accept my apology for any inconvenience you experienced when traveling with...

us from Phoenix. I understand your frustration with not being allowed on the flight after your additional security check. We recommend passengers arrive 2 hours prior to avoid any unforeseen airport delays. Boarding typically begins 30 to 35 minutes prior to departure and flights close 15 minutes prior. If you are not in the boarding area at that time seats may be forfeited. Any fees associated with rebooking would apply. Agents may not be available at the podium after this time as they are on the locked jetbridge assisting with the flight departing.
We are committed to providing our passengers with a pleasant and enjoyable flight experience and regret that we fell short of this on your flight. We have high expectations of our employees and are disappointed with the behavior you described of our flight attendant. For training purposes; we have made your comments available to the Inflight manager.
All fees would apply to any change on your return flight after missing your outbound.
As a customer service gesture a $50.00 voucher has been issued for you. 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 26, 2015, but your travel date may be as far out as Frontier's schedule allows.
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.
Your continued support is very important to us. Therefore, we hope this isolated incident does not prevent you from flying with us in the future. We hope to have the privilege of serving your future travel needs.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
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.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I choose not to accept this ridiculous response becuase I still have yet to even receive the 75.00 promised to me by 3 different customer service managers. I also opened a case with Frontier Airlines and when I call on it they don't even have a case number. I will not accept the 50.00 voucher because I never plan on flying with Frontier again. I want my full trip refunded. This whole negative situation could have been prevented had Frontier taken care of their customer. I was at the airport 2 hours early and was checked in a day before my flight left. It is not my fault that I had been randomly selected for extra security and you guys decided to leave 15 minutes early.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 10, 2015/07/13) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to address you concerns.
I'm sorry you were not happy with the resolution. We did review the departure time of the flight and it did push back * minutes early however as mentioned in the previous email the flight was closed ** minutes prior to scheduled departure. Any passenger [redacted] on board would need to be accommodate to a later flight. I understand your frustration with the additional check of your bags by TSA.
In reviewing your reservation it appears when you made your return flight change [redacted] to [redacted] there was no change fee charged as a customer service gesture. This was noted in the comments that the agent advised the change fee for the return flight may be waived. Respectfully we would not refund the ticket in full as it has been used.
We look forward to the opportunity to serve you again aboard Frontier Airlines.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Complaint: 1[redacted]
I am rejecting this response because: If Frontier did not allow me to board the our bound initial outbound flight from Houston to Salt Lake City which we have already resolved, the return flight from Salt Lake City to Houston would be impossible for me to board as well. I am seeking the full amount I paid of $138.99 for this return trip from confirmation code  #[redacted]
Sincerely,
[redacted]

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesI'm really sorry to hear about your disappointment with our fee which is typically assessed for cancellations, and for the manner in which...

your money was returned to you. I assure you that it is never our intent to disappoint or inconvenience our passengers. I'm really sorry that this happened to you. Change/Cancel FeeWe understand that plans can change. That is why we offer one of the lowest change fees in the industry. We even allow you to apply your ticket value toward the fee to help with the cost. Nonetheless, I hear you and I do understand your frustration. Typically when a flight is cancelled within 24 hours of booking, we do not assess this change fee. I'm happy to see that you were later refunded the full amount of your reservation, $427.24, without the fee attached. This refund was sent to your card ending in xxxx. Please let me know if you are still not seeing this refund, or if you have any further questions or concerns about this. We Care About YouI really apologize for the inconvenience which you experienced when canceling this reservation, but we do hope you will choose to fly with Frontier again. We hope to see you soon! Kindly,Customer Relations SpecialistFrontier Airlines

08/22/2016 03:27 PM   Dear [redacted],   Thank you for contacting Frontier Airlines. I have received your complaint from the Revdex.com and will be responding to it in this email.   Our Apologies I see that your flight was cancelled due to crew availability. When a crew...

member(s) are unable to fly and Frontier is unable to find a replacement we have to cancel a flight due to government regulations on the number of crew members required for each flight. Frontier takes all regulations very seriously and I apologize that following this regulation resulted in the cancellation of your flight. It is never our intent to disappoint our passengers or cause an inconvenience to them.   Customer Service I regret to hear that the agents at the ticket counter did not help you find another way to Chicago. As I am sure you are aware when a flight is canceled there are a lot of passengers needing assistance and options to meet their travel needs. We strive to give every customer excellent customer service and it is clear from the situation that you have described that we fell short of this expectation.   Reimbursement Request Thank you for informing me of the amount that you would like reimbursement for. In order to reimburse you for this expense, I will need a receipt or documentation from the other airline that you booked with stating that the amount was not held as a credit or held in any other form of value and was forfeited. Please provide me with this documentation and attach it in a response to this email. I will also need an address to send a check to in order to reimburse you for the other airline ticket.   Additional Compensation I see that you were issued a voucher worth $200 as a result of the cancellation. I have included the voucher number and instructions for use below. The voucher expires on November 10th, 2016 but travel may be booked as far out as Frontier's schedule allows.   Voucher Number: [redacted]   Thank you for your cooperation and I look forward to your response.   Kindly,   [redacted] Frontier AirlinesCustomer Relations

Initial Business Response /* (1000, 6, 2015/10/11) */
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, and 60 minutes for international flights. Passengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees.
According to our records, you tried to check-in at 2:53 pm for a 3:30 pm departure, missing our 45 minute cut off. Passengers must have bags checked in and boarding passed in hand no later than 2:45 for a 3:30 flight.
As a customer service gesture you were refund your unused ticket as well as your bag fees, while they were both non refundable.
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 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 /* (3000, 8, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for getting back to me. I would like to know how you were able to calculate a time of me trying to check in at 2:53 pm? That is not what I have on record. I was there before 2:50 pm. Like I have said I was literally 1-2 minutes late...all of which were out of my control. I think it's funny you took record of that "check-in". I am literally unsure of how you did that since I wasn't able to physically check in at O'Hare. Therefore, it does just go to show that you are able to use those computers after the 45 min mark... unlike you said in your [redacted] discussion I have been having with you online. Once again nothing that you do makes any sense. Absolutely nothing makes sense.
Final Business Response /* (4000, 10, 2015/10/20) */
Dear Ms. [redacted],
Below is a time stamp from your reservation. This is where I got the information.
Date: 20 Sep 2015 Time: 2:53:37 PM Caller: Agent: XXXXXX
Checked In Baggage CB [redacted] XXXXXXXXXX [redacted] XXXX X
Date: 20 Sep 2015 Time: 2:53:37 PM Caller: Agent: XXXXXX
Checkout CO 20Sep15 [redacted] 1530/1800 # FXXXXX [redacted] Seq:0 [redacted]
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines