Frontier Airlines, Inc.

07/02/2016 06:24 PM   Hello [redacted],I sincerely apologize for the experience you've had with us. I promise you that is not the typical Frontier experience. If you ever change your mind, please contact me and I'll extend your voucher. Have a wonderful afternoon.Kindly,[redacted]Customer Relations...

SpecialistFrontier Airlines  07/02/2016 05:47 PM [redacted], [redacted], You may keep your $50 travel voucher and apply it to some unsuspecting future customer's fare. My wife and I had decided that even if you would have offered us free flights with Frontier, we would not have accepted. That is how terrible the Frontier Airlines flying experience was for us. Never again will I fly Frontier. I will warn my friends, family and anyone else whom I come into contact of the poor service, travel delays, loss of baggage, and the overall apathy that seems to run rampant throughout your company. I do not understand how anyone would continue to work for such a dysfunctional, dispassionate and greedy organization. Good Luck in the years to come. You'll need it. [redacted]   07/02/2016 03:41 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Flight Operations I understand you're flying with us because you have to be somewhere on a certain day and time. That's a reasonable expectation! Please accept our apology for the flight disruptions you recently experienced. 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. It is never our intention to disappoint our customers. Cleanliness is Important We employ a crew of professional cleaners to make sure our standards of cleanliness are met for every flight, which unfortunately, were not when you flew with us. I know that cleanliness is important for comfort when traveling and I'm sorry for the condition of the plane when you boarded. I’m logging your observations for our Aircraft Appearance team. Baggage I’m disappointed to hear that the luggage from your flight to Denver was misplaced. I assure you that your experience is not typical of the standards we strive to maintain. I have forwarded your feedback to our leadership team at the Denver airport. Be assured that this situation will be reviewed by management and addressed with the staff on duty on the date you traveled. If you still do not have your luggage, contact our baggage team at ###-###-####. Optional Travel Services I can imagine your frustration when you were advised that here at Frontier, we charge for optional travel services such as carrying on a bag, or pre-selecting a desired seat in advance. I understand. At Frontier, we know that above all else, our customers want low fares and our focus is to provide the lowest fares that get you from point A to point B. Selling tickets at prices as low as ours and then charging for options, allows customers to fully customize their travel experience.   Unfortunately I am not able to refund your fair. I realize a voucher does not make up for lost time, but it is the least we can do. I issued a $50 for your next flight. Your voucher number is [redacted]. Again, I assure you this is not the typical Frontier experience. We strive to provide every passenger with a comfortable, relaxing flight experience. I apologize we fell short of this. I hope your trip to Charlotte went well. Have a wonderful Friday.   Kindly, [redacted] Customer Relations Specialist Frontier Airlines

07/18/2016 05:50 PM Dear [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for reaching out to Frontier's Customer Relations department regarding your issue. I'm sorry to hear of your unsatisfactory...

experience with Frontier and [redacted]'s credit card service.   Our Credit Card Offers If you ever have any questions I'd highly recommend reviewing our website for details. Our application page actually offers 2 separate credit cards, one with the annual fee (which you applied for) and one with no annual fees. The first thing under the image of the card is the offer of 40,000 bonus miles after $500 spent within the first 90 days. Our second card offers 10,000 bonus miles after first purchase. I apologize for any conflicting information you received in flight. Be assured we will follow up with the attendants on your flight.   Respectfully, we are unable to grant you 2 free round trip flights. 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. However, in fairness to all customers, it is important for us to remain consistent.   Thank you for your feedback as it allows us to improve our service to future customers.   [redacted] Customer Relations 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

01/18/2017 11:35 AM Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Our Regrets [redacted], today's airports are busy and there will usually be long lines. When a passenger misses a flight and claims we didn't have enough agents or the lines were too long, I look at the flight manifest to see if there were a large number of passengers that did not make the flight. This would indicate a problem. I did not see this on your flight [redacted].   I am sorry, your request has been denied and regret we could not resolve this situation to your satisfaction.   Kind Regards,   [redacted] Frontier Airlines

08/26/2016 01:15 PM [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We apologize for the cancellation of your connecting flight departing on August 12, 2016 and any inconvenience this may have caused....

It is never our intention to disappoint our passengers.   My research show your ticket was refunded in full, including the return flight, the $99 change fee was not refunded since it was used to make changes on your reservations prior to travel.   As per our Contract of Carriage if a passenger flight is cancelled Frontier will provide transportation on its own flights at no additional charge to the passenger's original destination. Frontier will have no obligation to provide transportation on another carrier. If the options provided from Frontier or if we cannot provide the foregoing transportation, Frontier shall, if requested, provide a refund for the unused portion of the passengers ticket. For more information please visit our website at www.flyfrontier.com   [redacted], the baggage issues are handled by Central Baggage and they will reply directly to you regarding your concerns for your missing bag and interim expenses.   I understand this may not be the answer you were hoping for and regret any disappointment.Thank you for sharing your concerns.Kind regards,[redacted]Customer Relations SpecialistFrontier 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]

01/30/2017 01:26 PM Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Please accept our sincere apology for the delay of your checked baggage when you travelled with us on November 17, 2016....

  According to our records a check was processed on January 24, 2017. You should be receiving payment on it shortly.   If we can be of further assistance, please don't hesitate to contact us via email at: [redacted], or by calling [redacted] Monday-Friday 7:00 am - 4:00 pm Mountain time.   Sincerely,   [redacted] Central Baggage

03/16/2016 11:53 AM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Your concerns were escalated to our Early Returns Coordinator for internal review and I have received her response back: [redacted]'s account...

has been upgraded to Elite Denver DEN status. Please accept our apology for the inconvenience. Sincerely, [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 still unsatisfactory but I am fighting a losing battle, and will accept the 50.00 they offered. it is a far cry from the almost 500.00 I lost in having to drive to Chicago and pay for the airport parking plus the overnight stay in a motel, not including gas to  get there and back .  But like I said it is a losing battle and will accept their offer of the 50.00 to close this
Sincerely,
[redacted]

Hello!, and Thank You! Your submitted receipts have been received and now forwarded to our in-house Central Baggage Services Team (CBS). They will review them and should they have any questions, they will be in contact with you soon. For inquiries or further follow up, please refer to the...

information previously advised and call the CBS Department for assistance. Frontier Airlines appreciates your business, and we apologize for the inconvenience you've experienced. Sincerely, [redacted]Frontier AirlinesCentralized Baggage Specialist

Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. Please accept our apology for the error of your miles dropping out of our system. We have reinstated 40,062 miles back into account. We look...

forward to seeing you on a flight soon. Regards, [redacted]Customer Relations SpecialistFrontier Airlines

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. RefundWe have refunded the unflown portion of your reservation. This refund is in the amount of $84.80 with $38.00 going back to your card ending in xxxx...

and $46.80 going back to your card ending in xxxx. Please allow up to 7 days for this transaction to show up on your account. ReimbursementWe want to assist with the additional expenses you incurred due to this incident. We are able to reimburse for your hotel stay in San Antonio. We are also able to reimburse for your other airline ticket, less the Frontier refund. Unfortunately, we are unable to provide reimbursement for meals and for your prepaid hotel stay. Your total reimbursement is in the amount of $128.09 pending approval. This reimbursement will be sent in the form of a check to the address provided.  xxxxxxxxxxx Please allow 4-6 weeks to receive this check due to processing and delivery. Visit Us AgainI hope regardless of your experience you will choose to fly with us again. I am confident your next experience with us will be a good one. Regards, Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 10, 2015/08/06) */
Dear Mr. [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 experienced when contacting us...

to use your credit. We have high expectations of our employees and are disappointed with the lack of assistance you received. For training purposes; we have made your comments available to the reservations 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.
In reviewing your information I can see that you have been in contact with our Customer Relations agent [redacted] and she has waived the change fee as a customer service gesture. Please remember that any applicable fare difference will apply and you must make a new reservation by November 14, 2015. You do not have to travel by this date just make a new reservation applying your credit.
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

Initial Business Response /* (1000, 6, 2015/08/20) */
Dear [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 difficulty you experienced when traveling with us [redacted]...

[redacted] In reviewing your information I can see that the travel vouchers have been provided by our agent [redacted] If you have any additional questions regarding your vouchers please feel free to respond to the email.
Thank you for your patience. We look forward to the opportunity to serving you on a future Frontier flight.
Sincerely,
[redacted]
Customer Relations Specialist
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although the company shorted me $50 on a $400 voucher I was promised because I used another voucher (that was unrelated to the $400 voucher) that was issued prior to the $400 letter on May 14th, I was still able to purchased a round trip plans ticket w/ the $350 voucher. So I am satisfied. Thanks you very much.

Attention Revdex.com:The Customer has since threatened legal action. Customer Relations will no longer be able to respond.  11/10/2016 08:48 AM [redacted] Well as much as I appreciate your concern as well as your quick response to this event I have already decided to take legal as well as...

public action against frontier airlines for the circus act one of your employees decided to put me through. Thank you for your concern but I'm turning this over to my team of lawyers who you will be hearing from VERY shortly. Thank you and have a nice day. Via Email 11/09/2016 04:23 PM Hello [redacted],I  appreciate your quick response with the information I requested.  I am asking you to allow me the opportunity to gather additional information in order to assist you further.  Please be assured that your concern is important to us and I will get back to you as soon as I receive this needed information. Regards,[redacted]Frontier AirlinesCustomer Relations

Initial Business Response /* (1000, 5, 2015/05/25) */
Dear Ms. [redacted],
Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We apologize for the...

delay of your baggage when you traveled with us recently. In spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely manner. We certainly apologize for any inconvenience this delay created for you.
According to our records you have received your delayed bags and a refund was provided for 3 of your checked bag fees. Our Central Baggage department received your interim receipts on May 20th and forwarded them to Las Vegas for review for reimbursement.
If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:00 am-4:00 pm Mountain time.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines