Frontier Airlines, Inc.

07/14/2017 06:15 AM   Hello [redacted],   I have cancelled the original credit that was set to expire on Tuesday. I have issued you a voucher in the amount of $451.00 (# [redacted]) that is set to expire January 14, 2018. You do not have to travel within this timeframe; travel just...

has to be booked by the expiration date. Further voucher redemption information can be found below.   I am glad we were able to find a solution to this situation. We look forward to seeing you onboard a future Frontier flight!   Kindly,   [redacted]
[redacted]
[redacted]   07/13/2017 07:06 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   With regard to the situation, it is stated in our Emergency Policies that in the case of illness or death of an immediate family member who is not a passenger, passengers qualify for a credit for the amount of the flight upon receiving proper documentation. Refunds are only an option when it is the ticketed passenger whose illness precludes them from traveling. Your circumstances, while out of your control, do not qualify for a refund.   You were issued a credit for the full value of the flight, and in the email you received, I do see that you were advised of the 90 day expiration period. That being said, I also recognize that it is frustrating to not have the option to book flights past October. Since you are unable to use the credit for your desired flight, as a customer service gesture, I can void out the Credit Shell and issue the amount of $451.00 as a voucher good for six months. This will give you more flexibility with when and how you apply the credit. Please confirm that this would be an acceptable resolution.   Kindly,   [redacted]
[redacted]
[redacted]

Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Ground OperationsIn the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction or other...

interruptions to routine performances are unavoidable. This is a situation faced by all airlines and, try as we might, no air carrier can guarantee that all flights will depart or arrive on schedule.   Our Apologies I see that there are only six passengers on your reservation. I have refunded your card ending in [redacted] the $594 in change fees. If you had a seventh family member on a different reservation please forward me their confirmation code and I will be able to refund their $99 change fee.   I'm sorry you incurred additional expenses due to the recent flight disruption you experienced. I understand the inconvenience this has caused. We're unable to reimburse for expenditures like the ones you described. However, we’d like to offer you a voucher for $50 to win your confidence with us back. Each member of your party may use this voucher towards future Frontier travel. Your vouchers expire on July 16th, 2017 but you do not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details.      Thank you again for contacting us about your recent experience. I recognize my response to you does not change the time lost and inconvenience you've experienced, but I hope you will choose to fly with us again. I want to personally wish you and your family the safest of travels in the future!Kindly,Customer Relations SpecialistFrontier Airlines

11/09/2016 07:58 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.  The Perks I'm really sorry that you are disappointed with our resolution in this matter. It is never our...

intention to be insensitive to our customers when unfortunate circumstances occur. Our policy does not allow us to give refunds for The Perks.  I truly am sorry for the inconvenience. I know this may cause disappointment, however, in fairness to all customers, it is important for us to remain consistent.  I want to take this opportunity to explain The Perks further.I see that you sat in our stretch seating roundtrip. If you did not have The Perks those seats are worth an additional $45 per person one way. Round trip that will equal $90 in seat fees per person. I also see that you each had a carry-on bag which is an additional $60 per person round trip. Also with The Perks you were able to board Priority Boarding. If you were to not have purchased The Perks, your fees would have been greater than the cost of The Perks. Kindly,   [redacted] Customer Relations Specialist Frontier 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.
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.
Last autumn, Frontier Airlines' website incorrectly displayed my frequent flyer miles expiration date.  I didn't know, I just trusted what I saw on Frontier's website.  The next time I logged in, the miles were gone (prior to that displayed expiration date).  Other of your customers have had the same problem happen, as can be found via a web search.  Thank you Frontier for having honored your website glitch and restored my miles, and thank you Revdex.com for your service in making this possible.
Sincerely,
[redacted]

Response Email   11/15/2017 05:55 PM   Hello [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.RESEARCHWe have received your rebuttal as submitted to the Revdex.com. Please be assured that your...

message is important to us and we will get back to you as soon as our research is complete. Thank you for your patience.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.   Regards,Customer Relations SpecialistFrontier 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. Sincerely, [redacted]
 
I have attached the requested receipts documenting my car rental and gas along with the meal receipt.  I only kept the credit card receipt and not the detailed receipt.  My husband was under a separate reservation and his name is [redacted].

Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   What I Can Do After review, we have determined that this remaining portion of the flight is refundable; however, due to the limitations of our system, we'll have to issue the remaining portion as a check. Your refund check has been approved for the amount of $127.64. This covers the remaining portion of the missed flight.   We'll need a bit more information before your check can be sent. If you can provide a mailing address, we'll get your check sent to you right away!   We appreciate your patience in this matter, and I look forward to your response.   Regards,   Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 5, 2015/08/06) */
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. If you are not able to check in online...

you would need to check in at the airport. We recommend passengers arrive 2 hours before scheduled departure, as Frontier has a strict 45 minute check-in cut off. Once a flight is closed kiosks will not print and our agents are unable to reopen the flight to print passes or check in baggage. This is why you were unable to print your boarding pass at the kiosk. 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. If you choose not to travel at that time the unused flight can be left open as a credit to be used one year from the date of issue less any change fee and fare difference.
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 lack of explanation and assistance after being told the flight was missed. For training purposes; we have made your comments available to the station manager.
In reviewing it appears your tickets for the return have been marked used due to "No Show". Once a ticket is marked used it is unable to be reopened. I have issued you and Sierra a voucher in the amount of $97.10 each to be applied to a new reservation. This is the $172.10 fare less the $75.00 change fee per person. The vouchers are valid until March 24, 2016.
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:
[redacted]
XXXXXXXXXXXXXXXXX [redacted]
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
[redacted]
Electronic Vouchers:
A few more things to know about the voucher:
It's not redeemable for cash.
It's valid until the March 24, 2016 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.

05/25/2016 01:07 PM [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our flight attendants give an abbreviated overview of a credit card offered through our partnership with [redacted]. By...

applying for this card and signing your application you entered into a contract with [redacted] and are subject to the terms and conditions of their offer.   "Earn 40,000 bonus miles after $500 in purchases in the first 90 days," is clearly stated on our website and in the Barclays literature that is distributed to interested passengers on our flights. For more information, please visit:   https://www.flyfrontier.com/ways-to-save/mastercard/   There is another card that offers a lessor bonus with no minimum purchase. We sincerely regret that you had the impression you would earn 40,000 bonus miles without needing to make a purchase. Your comments have been made available to our Inflight Management team for internal review.   Thank you for taking the time to write.   Kind regards,   [redacted] Customer Relations Specialist Frontier Airlines

02/21/2017 02:36 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Except for tickets purchased for travel within 7 days (168 hours), all tickets may be cancelled for a full refund up to 24 hours...

after the time of purchase. You can request a refund on your Manage my Booking page through logging into My Trip or through Frontier Reservations at [redacted]. I regret to hear you were unable to fly. My records indicate that our reservations center did not receive a call to change your flight details prior to flying. I see that you've contacted us before, but it looks like we've responded to all of your emails.   This correspondence was received 2/20/2017 at 1:22:09 AM, after the departure of your outbound flight. Tickets must be cancelled prior to the departure of a flight in order to retain their value. Failure to show for any flight or cancel a ticket prior to any ticketed flight departure will forfeit the remaining value of the ticket.   Thank you for your understanding. We hope to welcome you aboard many future Frontier flights!   Kindly,   [redacted]
[redacted]
[redacted]

Initial Business Response /* (1000, 10, 2015/06/17) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We are sorry that you experienced a lengthy hold time when calling our...

Reservation department. Typically, our reservation agents are able to handle any travel related concerns in a timely manner and I regret if our agent require additional time to assist in your concerns.
According to our records, you have been in contact with Frontier on multiple occasions. In researching, you contacted Frontier on the following dates:
[redacted] - You called and stated you were at the airport 45 minutes prior to departure but you were marked as a no-show in error. You were advised there was not a credit due to the no-show status.
[redacted] - You called and stated you were marked as a no-show in error and requested credit for the flight and you were advised you didn't have a credit due to the non-show status.
[redacted] - You sent an email to Frontier indicating you were unable to make your flight on [redacted] due to a legal matter (Frontier responded on [redacted] Request for credit was denied due to no-show status.
[redacted] - You called inquiring about a credit and you were advised there was not a credit due to the no-show status.
[redacted] - You called inquiring about a credit and you were advised there was not a credit due to the no-show status.
[redacted] - You sent an email to Frontier requesting a refund (Frontier responded on [redacted] You request was denied due to the no-show status.
Per our policy, all Economy fares must be cancelled prior to the departure of a flight in order to retain their value (less applicable fees). Failure to show for any ticketed flight will result in forfeit of the remaining value of the ticket. The Economy ticket you purchased holds a [redacted] change fee when cancelled prior to departure and a fare difference may apply at time of rebooking.
You indicated you missed the flight because the flight departed 5 minutes early however, I was unable to find where a boarding pass was issued for you. All passenger are required to present a boarding pass in order to proceed through security. In addition, all passengers are required to be at the gate no later that 10 minutes prior to departure. Once all customers are checked in and onboard the aircraft the flight can depart up to 15 minutes early.
Regrettably, we are unable to honor your request for credit of the missed flight. We understand that this may not be the answer you expected, and we are sorry to disappoint you.
Sincerely,
[redacted]
Customer Relations
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 12, 2015/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I was told I would get credit for my return flight by and agent I and they will not honor it now !
Final Consumer Response /* (4200, 16, 2015/07/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still refuse to give my refund !!!!
Final Business Response /* (4000, 18, 2015/08/02) */
Dear [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
Please note that the ticket you purchased was an Economy fare. Economy tickets are non-refundable, non-transferable, and must be cancelled prior to travel to retain their value. Since your ticket was not cancelled prior to travel the value has been lost, and a refund is not possible.
For more information please see our Contract of Carriage, which was agreed to at the time of purchase, by using the following link:
[redacted]
In fairness to all customers, it is important for us to remain consistent. We appreciate your understanding and we look forward to the opportunity to serve you again aboard Frontier Airlines.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Response Email   02/13/2018 08:59 AM   Dear Ms. [redacted],     We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Below is the response sent to you regarding our resolution of your unexpected...

expenses and reimbursement. As mentioned we reimburse the other airline expense less the Frontier cancelled flight. We do not reimburse for the flown outbound flight.   Thank you for your patience.   Sincerely,   Customer Relations Advocate Frontier Airlines   02/08/2018 12:23 PM   Attachment(s) (1)   Hi [redacted],Thank you for speaking with me today. Below is the breakdown for the additional expenses. As you'll see I included the total [redacted] amount so you won't have 2 checks.[redacted] Hotel    $170.42[redacted] Car Rent      $123.00Meal Vouchers    $ 60.00[redacted] Air      $112.40Total                    $406.42The cancelled Frontier flight was refunded so we deduct that from the cost of the [redacted] tickets. The refund of the fares totaled $145.20 and the bag fee $40.00 was also refunded. We refund the bag fee so we do not reimburse the purchased on on [redacted]. You should see the Frontier credit back on your card ending in [redacted] within 7 business days. The outbound flight is not refunded as it was flown.Thank you for your patience. Please let me know if you have any questions.Sincerely,Customer Relations AdvocateFrontier Airlines

11/04/2016 03:40 PM Dear [redacted],   I sincerely apologize. I did not review your receipts.  I spoke with the agent in Orlando who did and we realized that the agent was looking at a different passenger's receipts that did total $980.  After further review, we are going to...

reimburse you the remainder of your interim.  It is more than we typically allow, but we will make an exception this time.    We will send the balance to be processed next week.  You should be receiving payment shortly.  Again, our apologies for the confusion.   Respectfully,     [redacted]

Complaint: [redacted]
I am rejecting this response because:Unfortunately, it is not my fault that Frontier Airlines gave me faulty information concerning my flight delays. If there was a possibility my 2nd flight would have been held, I should have been informed of this. The Airline made me feel as though this was my only option to get home in a timely manner and get to my job on time. I would prefer to work with someone higher than [redacted]. She does not appear to understand that I did what I was advised to do and am simply following up in the manner which I was told to do. [redacted] has responded in a timely manner, for which I am appreciative, but it is time to speak to someone who can actually help me. The fact is that Frontier Airlines held my 2nd flight to accommodate for my delayed first flight. I was forced to pay additional money to make that flight when it was completely unnecessary. I hold Frontier Airlines responsible for this and will not accept anything other than a reimbursement.Thank you to the Revdex.com for assisting me in this.
Sincerely,[redacted]

Dear [redacted]

We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

Our records indicate you made your reservation on our web site. There are pop ups advising of checked and carry on bag fees. We also advise...

this information on your receipt we send out, on your flight reminder we send out the day before you flight as well as it being on our web site : https://www.flyfrontier.com/travel-information/baggage/

I'm sorry we're unable to honor your request. We hope that you will choose to fly with us again.

Kind regards,

[redacted]
Customer Relations Specialist
Frontier Airlines

Dear [redacted], Thank you for contacting Frontier Airlines Customer Relations. We are very sorry for the delay in responding to your email.We apologize for the inconvenience the maintenance delay of flight [redacted] from Washington DC to Atlanta on July 23, 2015 caused you. 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.We have high expectations of our employees and are disappointed with the behavior you described of our agent. For training purposes; we have made your comments available to the Washington DC Station manager. Along with our sincere apologies, we have issued two electronic voucher in the amount of $200.00, which provides a discount on your next Frontier Airlines flight. To redeem your vouchers, 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 numbers: [redacted] and [redacted] - [redacted]. These vouchers must be redeemed by October 18, 2015, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows. Furthermore, please sent copies of your receipts for meals and the airline tickets your purchased for reimbursement. While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.Kindly, GennyFrontier AirlinesCustomer Relations[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 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.

12/24/2016 11:09 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Our ApologiesFirst, I just want to say on behalf of Frontier, we are so very sorry. We’ve had hundreds of disrupted flights over the...

past few days and we know this has been incredibly inconvenient and frustrating. We are focused on providing a good experience to our customers and we know we failed to meet this commitment to you.Safety is Our PriorityAs you can imagine, flight irregularities can be very challenging and I'm sorry you experienced a flight cancellation. I also know that you expect to get where you're going safely. Your flight was cancelled due to weather. It's never our intent to disappoint or inconvenience our passengers.Refund ProcessedMy records indicate that you received a refund of your cancelled flight. The amount $245.00 was processed to the [redacted] ending in [redacted]. 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.Voucher InformationI see that you and [redacted] were each issued a $200 voucher to use as a discount toward a future flight with Frontier. The vouchers will expire March 18th 2017, though you are able to book as far as Frontier's schedule will allow.   Come Back SoonWe know that as a company that has people like you counting on us, we failed you. We take this letdown very seriously. We know that we could have done better. And the whole company, virtually every department and employee, is working hard to get us back on track and make things right for our customers. Thank you for choosing Frontier and we hope to make it up to you on your next flight with us.   Best wishes,   [redacted] Customer Relations Specialist Frontier Airlines

Dear Ms. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. I pulled our flight report on October 18 for flight 1309 from O'Hare to Phoenix and that flight left with two open seats. Our records...

indicate you arrived at the ticket counter at 11:05 am for a 11:45 am flight, 40 minutes before departure. You must be checked in and have your boarding pass in hand at the 45 minute cut off. We advise this while making your reservation as well as in your emailed receipt. We understand thing can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure. In your email you stated the following "The supervisor I spoke with granted me the refund and told me it would take 2-5 business days to receive a refund. I contacted my bank to dispute the transaction and was granted a refund through my bank". I don't quite understand why if our supervisor granted you a refund, why would you dispute the transaction? 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 Business Response /* (1000, 11, 2015/09/25) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I am sorry to hear that your family member [redacted] had a stroke. I understand...

you booked a reservation for her and [redacted] from Orlando to Philadelphia on September 4.
Our records indicate you have provided Frontier Airlines documentation from his doctor stating [redacted] had to change her flight due to additional test. These tickets that were purchased were Economy ticket and any changes made would have resulted in a $99 change fee plus any current fare difference. [redacted] and [redacted] tickets credit may be applied towards travel to any destination that Frontier serves. Their reservation is documented to waive the $99 change fee due to the documentation provided by his doctor.
Refunds are not provided for this type of medical because she still travel on another airline. Here is a link from our web site:
http://content.flyfrontier.com/travel-information/travel-policies
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 Consumer Rebuttal /* (3000, 18, 2015/11/12) */
This complaint has not been addressed. I have not even received an refund or any documentation from the company to provide any recourse,
Final Business Response /* (4000, 20, 2015/11/23) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com.
I sent the following email September 24 at 3:47 pm and you even responded to my email the following day. I advised this was a non refundable ticket but as a customer service gesture we were waiving the $99 change fee per passenger.
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I am sorry to hear that your family member [redacted] had a stroke. I understand you booked a reservation for her and [redacted] from Orlando to Philadelphia on September 4.
Our records indicate you have provided Frontier Airlines documentation from his doctor stating [redacted] had to change her flight due to additional test. These tickets that were purchased were Economy ticket and any changes made would have resulted in a $99 change fee plus any current fare difference. [redacted] and [redacted] tickets credit may be applied towards travel to any destination that Frontier serves. Their reservation is documented to waive the $99 change fee due to the documentation provided by his doctor.
Refunds are not provided for this type of medical because she still travel on another airline. Here is a link from our web site:
http://content.flyfrontier.com/travel-information/travel-policies
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
This complaint was addressed and in this email I never advised you would receive a refund, the recourse was we would waive the $99 change fee per passenger.
Regards,
[redacted]