Frontier Airlines

Complaint: [redacted] I am rejecting this response because:Youve stated above multiple occurrences of the business's incompetence and you claim youre at fault for all of them but you still don't offer any reimbursement? Kind of company operates this way? Even better what kind of person works for a company like this ? My experience with Frontier airlines has left me completely disgusted Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 11, 2015/10/14) */ 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 timeBecause 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 minutes prior to the scheduled flight departure for domestic flights, and minutes for international flightsPassengers 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 We advise this while making your reservation as well as in your emailed receiptWe understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departureOur records indicate you purchased an economy ticket which is a non refundable ticketYou checked in for a 3:pm at 3:pm, minutes before departureFor a 3:pm flight you must have your bags checked and boarding pass in hand no later than 2:pm Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have causedWe are disappointed that you may not be satisfied with our resolution in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to be consistent when it comes to following the policy and guidelines of our minute cut off time We look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances Regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was not explained to me that I had to arrive two hours early to the airport while I was booking my ticket over the phoneThat was unfair to me because I missed the flight Final Business Response / [redacted] (4000, 15, 2015/11/08) */ Dear Ms [redacted] We have received your rebuttal as submitted to the Revdex.com On [redacted] it advise you must be checked in minutes before departure I'm sorry I completely understand your complaintI went onto [redacted] and booked a pseudo flight and the below information is on the same page you picked your flightsRight after it shows the fare and before you add your credit card information [redacted] Important Flight Information We want you to know the airline you're traveling with has the following restrictions regarding your flight [redacted] Tickets are nonrefundable and nontransferableA fee of $per ticket is charged for itinerary changesName changes are not allowed [redacted] Frontier Airline fare rules Frontier requires cheat least minutes in advance of domestic flight departure and minutes in advance of international flight departure Frontier fares include one free personal item such as a small backpack or purse (Maximum dimensions: 14" tall x 8" wide x 18" long including the handles, wheels and straps) Additional purchase will be required for the following: [redacted] One Carbag per passenger no larger than 24" tall X 10" wide X 16" long is allowed for a feeFor best prices on carbag fees, go to Frontier Airlines Opens in a new window in advance of your travel [redacted] All checked bags for Economy fares incur a feeChecked bags are always less expensive than carbags and can be purchased online during the cheprocessOverweight bag charges start at lbsand incur additional fees [redacted] Advance Seat Assignments are available online during the cheprocess for a fee or seats will be assigned at the airport upon chefor free [redacted] All onboard drinks and snacks are available for purchase For the full pricing list, please visit: Frontier Airlines Opens in a new window Estimated fees for baggage and other optional services I'm sorry for your frustration, please understand we must be consistent in our policy to be fair to all our passengers Regards, [redacted] Frontier Airlines

08/08/03:PM Dear [redacted] We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Terms & Conditions I am unable to compensate you for the Mastercard you applied forOur website and the credit card application explicitly explain our terms and conditions before you applyWhen you applied for the credit card you agreed to the terms and conditions of the card I understand this isn't the answer you are looking for, but we would appreciate the opportunity to serve you on a future Frontier flight Sincerely, [redacted] Customer Relations Frontier Airlines

06/21/11:AMHello [redacted] , Thank you for contacting us regarding your recent Frontier experienceI apologize for the difficulty you've experienced surrounding using your credit card to purchase your flightsI appreciate the opportunity to explainFlight PaymentUpon researching your reservation, I see your [redacted] ending in [redacted] was declined times on 06/20/I see the [redacted] ending in [redacted] was approved in the amount of $on June 20th which is the only payment we haveI noticed your previous phone conversation with one of our agent involved a way call, I hope you were able to resolve any issues with your [redacted] Since your card was declined the transaction did not go throughPlease don't hesitate to ask if you have any further questionsBest Wishes, [redacted] Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 4, 2015/07/15) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Please accept my apology for any inconvenience you experienced when arriving at the airportWhen we have a schedule change you are emailed regarding the new itineraryIf not contacted regarding the change acceptance is assumed Flight schedules can be very tough to manage due to frequent changes in costs and market demandWe have a team of specialists who continually monitor our entire system and make adjustments only after careful review of market viabilityWhile we always strive to maintain schedule consistency, there are situations where changes are necessary despite our best efforts We don't provide compensation for schedule changes, however a refund was provided for you to make alternate arrangementsAs a customer service gesture a [redacted] electronic voucher has been issued for future Frontier travelTo redeem your voucher, visit [redacted] and go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: XXXXXXXXXXXXXXXXX This voucher must be redeemed by [redacted] but you do not have to travel within this timeframeFuture travel may be booked out as far as [redacted] schedule allows We hope to have the opportunity to restore your confidence in our service on a future flight Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Electronic Vouchers: A few more things to know about the voucher: It's not redeemable for cash It's valid for [redacted] 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 [redacted] whom it was issuedThe 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

Response Email 08/18/07: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 chelinesI know first-hand that navigating an airport can be challengingWe value your time and appreciate your patience as we adjust our staffing needs to make the check in process more efficient for our passengersIt's never our intent to inconvenience youI'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 maintainPlease be assured that your experience has been forwarded to the Leadership Team responsibleIt 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 experiencedYour reimbursement request has been approved in the amount of $XX.XXThis 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, Please allow 4-weeks for processing and deliveryYour 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 flightI'm confident your next experience with us will be a good one!Regards,Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/08/26) */ Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns If you can provide us with medical documentation that your father will not be able to travel before the ticket expires, we would be happy to refund his ticket We look forward to hearing from you Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

03/10/03:PM [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondPlease accept my apology for any inconvenience our schedule change has created for your brother in law's bachelor partyNow more than ever at Frontier, we are committed to ensuring a good customer experience, with on-time flights and reliable serviceIn an effort to accomplish this, we must make difficult decisions such as changing our schedulesAs 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.comThis voucher must be redeemed by June 10th, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allowsNormally 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 addressSince this flight was cancelled, I'm more than happy to refund this portion of your ticket, which is valued at $Please let me know if that is how you would like to proceedI 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, ***Frontier AirlinesCustomer Relations

01/11/04:PM , Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Apologies I understand you're flying with us because you have somewhere to beThat's a reasonable expectation! I'm sorry to hear that your originally booked flight [redacted] from [redacted] to [redacted] on December 16, was delayed due to a weather issue The scheduled time of departure from [redacted] shows as 11:30pm with an arrival of 5:03am into [redacted] Our records indicate it departed at 1:18am on December 17, arriving at 6:18am Because of the delay, at 12:11am you requested a change be made to your reservation to depart [redacted] on flight [redacted] December 17, at 11:30pm This flight was cancelled due to weather issues Unfortunately on December 17, we faced severe weather across the US, especially in [redacted] Although the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several days throughout our system Our next available flight was not until December 20, We know you were counting on us and we take letting you down very seriously Refund Request I understand your frustration with the flight disruption you experiencedBecause you flew your flight to [redacted] , your reservation doesn't qualify for a refundHowever, we’d like to offer you a voucher ( [redacted] ) for $to make things right You may use this voucher towards future Frontier travelYour voucher will expire on April 10, 2017, but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption details Thank you again for contacting us about your recent experienceI 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 againI'm confident your next experience with us will be a good oneRegards, [redacted] Frontier Airlines Customer Relations

07/04/11:AM [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I'm very sorry your original, pre-assigned seats were changedWe know seat assignments are important to our customers, and it's never our intent to cause undue inconvenience I am not sure why your Fiance's seat assignment was changedPlease respond to this email with the record locator for your Fiance and I will investigate further Sincerely, [redacted] Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Dear ***, Thank you for the response We are in receipt of your email to the [redacted] as previously statedI regret that you had to pay more for your baggage when you arrived at the [redacted] on August 19, According to our records, the bag fees for your return flight were cancelled online when you purchased seatsPart of the $fee refunded was applied to the seats you purchased and the remainder was place on a credit shell Furthermore, I apologize for the difficulty you experience on our website and lengthy hold times during both of your calls to usThe level of service you received is no more acceptable to us than it is to you and your comments have been shared with our Reservation Services department After further review, I will honor your request for a refund the $checked baggage fees and waive the $seat fees paid, as a customer service gestureA total of $will be refunded to youAgain, please allow 7-business days for processing, and 1-billing cycles for the funds to return to the original form of payment You are a valued customer of Frontier Airlines and we appreciate your continued supportWe hope to welcome you onboard a future Frontier Airlines flight Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns During the booking process as well as when you check in online and through the kiosk, you are offered the option to pay for caritemsInformation, pictures and guidelines are provided so that each passenger is aware of what is considered a personal versus a carry on itemOur policy advises that these fees are non-refundable once submitted Our records indicate that you have three baggage fees for a round trip ticketAs a one-time customer service gesture, we have waived your carbag fees of $This will be issued back to the original form of paymentPlease allow business days for this to be completed We appreciate you taking the time to write and hope to welcome you back on board in the future Sincerely, [redacted] Frontier Airlines Customer Relations

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ 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 confusion regarding your Economy ticketThe Economy fare purchased has a [redacted] change fee and any applicable fare difference to rebookIn reviewing your reservation it appears the amount paid was [redacted] per personBecause of the low fare there would be no reason to pay the change fee and rebookYou would essentially be paying [redacted] to use [redacted] As a customer service gesture I have requested a refund of the bag and seat fees you paidThe total amount is [redacted] and this will credit back to the card ending in with in business days We look forward to the opportunity to serve you again aboard Frontier Airlines Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

/31/09:AM Hello [redacted] , Thank you for contacting Frontier Airlines We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We apologize for this incident and certainly do understand your frustration at this time According to our records and the TSA records we have received, Mr [redacted] did let the Frontier ticket agent know that the urn was in the checked bag The Frontier Agent did say that it was okay for a urn to be in a checked bag and put caution stickers on the bag The TSA stopped to inspect the bag because the bag caused an alarm They opened the bag and discovered the urn packed in a what appeared to be a cardboard container and the inside of the bag was filled with a dusty content The cardboard urn was removed and put into a plastic bag and the passengers were alerted Per our Contract of Carriage ) Crematory remains (human or animal) may be transported as caror checked baggage subject to the following conditions: a) The container must be made of a material such as wood or plastic that can be successfully screened by the TSAIf the container cannot be screened, it will not be allowed You were contacted by a Frontier Gate Agent and made aware of the issue with TSA You were escorted to the TSA area where you discovered the urn came open and the contents were spilled in the inside of the bag According to the email you sent to us, the urn was in your hand and you physically put it in the checked bag at the ticket counter in front of the Frontier Agent According to the TSA report, Mr [redacted] was very clear and self-disclosed to the Frontier Ticket Agent (***) that there were human remains enclosed in his checked baggage Mr [redacted] asked the agent if he should carthe container or leave inside checked baggage; the agent indicated checked baggage then placed a fragile sticker on bag The urn was not packed properly in the checked baggage and therefore Frontier Airlines will not accept any responsibility for this incident Again please accept our apologies for your inconvenience Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Dear Mr [redacted] , 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 recentlyIn spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely mannerWe certainly apologize for any inconvenience this delay created for youReporting a delayed bag was designed to be a simple process, and we regret any difficulties you experienced trying to get this accomplished Our records indicate that Central Baggage Supervisor [redacted] has reached out to you in regards to the matterAccording to her notes she has moved your claim to Central Baggage, provided you with claim forms, and requested a refund of your $checked baggage feePlease allow up days for processing on our sideShe has also provided a $fight voucher as a gesture of apology In order to move forward with your baggage claim, please return your completed claim formsIf you have any questions, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:am-4:pm Mountain time Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Hello [redacted] , Thank you for your follow up regarding your correspondence to the Revdex.comI apologize for any misunderstandings with your flight cancellationsI assure you that your family has not been black listed and you should not have any concerns about future treatmentOur Apologies It appears there may have been a misunderstanding and I apologizeYour original complaint filed with the Revdex.com was interpreted as a desire to have your flights cancelledPlease be assured we would never cancel any flights without reason and I am so sorry for any misunderstanding Your FlightsOur records show a response to your original Revdex.com complaint was sent on 7-4-17, which notified you the flights had been canceled and a credit was available in your accountWe also advised the $fee had been waived for each passenger, as a customer service gestureI regret hearing that you did not receive this notification That credit has since been re-deposited and I am so relieved that you were able to rebook your reservation! I show your upcoming flights ( [redacted] ) are booked for passengers as follows: [redacted] Refund PolicyI apologize for your original frustrations regarding our refund policy and strict days to redeem any creditAlthough the agents were following policy as mandated, I have logged your concerns that they were not flexible and were difficult to understandThank you for this feedbackCome Back SoonI recognize this does not change the time lost and inconvenience, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one! We look forward to having you on board soon! Best Wishes, [redacted] PsWe want your feedback! Fill out our survey and be entered to win FREE round-trip tickets on Frontier airlines valued at $Click the link to take the survey: [redacted] *One winner will be selected and notified by email each monthPlease provide your name and email address at the end of the survey if you would like to be entered to win

01/04/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for contacting us and we apologize for the delay in our responseFirst, I just want to say on behalf of Frontier, we are sorry Our ApologiesI'm sorry to hear how things turned out when you arrived at our check in counterFrontier has a strict minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageIt is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as plannedOur Regrets I'm sorry you incurred additional expenses due to the recent flight disruption you experiencedI understand the inconvenience this has causedWe're unable to reimburse for expenditures like the ones you described Thank you for flying Frontier Airlines Kind Regards, [redacted] Frontier Airlines

11/09/04:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Discount Den is an annual membership program that allows customers to book special discounted fares directly with usDiscount Den fares are not available anywhere else According to our records you purchased an Economy fare from [redacted] on November and agreed to the Economy fare termsOur Economy fare is non-refundable unless cancelled within hours of purchase when travel is or more days outThe fare you purchased on November was for travel within days of the date of purchase In the future, please make sure your wife has signed into her EarlyReturns account on our website so she'll qualify for Discount Den faresDiscount Den fares are subject to availability and are only available when you book directly with usPlease see Discount Den Terms for additional details Bag prices vary based on date of travel and point of purchasePlease see Bag Price Details on our websitePassengers who travel during the value season and purchase their bag option in advance enjoy the most savings Your request for a refund of $has been reviewed and is denied We hope to have an opportunity to welcome you on board in the future and that your next experience is a better one Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Response Email 11/17/04:PM Dear Mr***, We have received your correspondence as submitted to the Revdex.com, and appreciate the opportunity to address your concerns I'm sorry you were inconvenienced on October 28, when your flight was cancelled due to uncontrollable events in Tampa You have been reimbursed $which is what you paid for that segment I understand that the agent may have misspoke and advised you that you would get a full refund, but the full refund is for the bag/seat/fare for the segment that is not flown We do not reimburse for segments flown I'm sorry for the confusion All the best, Customer Relations Advocate

Tell us why here...Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondSafety Is Our PriorityI am sorry to hear about your flight delay and the lack of prior noticeAt Frontier, we are focused on providing a good experience to our customers and I know we failed to meet this commitment during your recent travelsDelays can be frustrating, but safety is our top concern and periodically our flights have to be delayed or cancelled due to this reasonPlease accept my apology for the unexpected interruptionIt's never our intent to disappoint our passengersFlight RefundI understand your frustration with the flight disruption you experiencedBecause you flew your flight to Cancun, your reservation doesn't qualify for a refundHowever, my research indicates you and your party were issued vouchers for $each to win your confidence with us backEach member of your party may use this voucher towards future Frontier travelYour vouchers expire on March 13th, 2018, but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption detailsxxxx xxxxxx: xxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxx: xxxxxxxxxxxxxxxxxxxxxxx xxxxxxx: xxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxx: xxxxxxxxxxxxxxxxx We Value Your BusinessThank you again for contacting us about your recent experienceI recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one.Regards,Customer Relations SpecialistFrontier Airlines