Frontier Airlines

Complaint: [redacted] I am rejecting this response because:I still haven't been reimbursed for my tickets The card that the money was placed on for the tickets is not mine The card that the luggage was reimbursed on is my card.As far as weather delays, what does a flight from Vegas to Florida have to do with a blizzard in Colorado? And why would it take hours to cancel a flightYou know exactly what the $was it was for the tickets we had to purchase to head home since you refused to fly us back home til the 27th and didn't offer any room compensationI emailed my [redacted] itenerary to the email requested in my email from Frontier Sincerely, [redacted] ***

Response Email 12/02/08:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Apologies I am sorry to hear that you are disappointed with FrontierI understand that you tried to cancel your flight within of booking itI am sorry to hear that you could not do this without incurring a cancellation fee of $I apologize if you were not made aware of our policy, it is never our intention to misinform or mislead our passengers Explanation of Fees Our policy states that passengers can cancel their flight with no charge within hours after booking as long as their flight is more than one week outIf the flight is within a week, all passengers are required to pay a $cancellation feeThis is Frontier's standard policy and I am sorry if you were not made aware of this policy when booking Your Booking According to my research you booked your flight on November at 9:p.mYou then cancelled your flight on November at 8:p.mThis does fall within the hour rule, however the flight you were canceling was on December 1st which was only days awayThis therefore requires that you pay a $fee to cancel since it was less than a week awayI apologize that this was your experience and I understand that this would be frustratingI am sorry for thisGiven the circumstances of your booking, I am unable to honor your request for a waiver of the $cancellation or a refund of your booking Your Credit In accordance with our policies you were issued a credit in the amount of $for the value of your flight less the $cancellation feeTo redeem your credit, please go to www.FlyFrontier.com when you are ready to book travelYou will create a new reservation and continue all the way to the payment screenClick on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code: XXXXXX, and this email address: [email protected] applicable, a credit card will be required for any residual value We Hear You I understand that this situation would be frustrating and I am sorry that this happened to youI apologize if you felt misinformed or mislead by our websiteI will pass along your comments to our web design team because we never want our passengers to feel uninformed of our policies We hope you choose to use your credit and join us on a Frontier flight soon! Regards, Customer Relations Specialist Frontier Airlines

03/01/01:PM Hello [redacted] ,Thank you for contacting Frontier Airlines! I would be happy to assist you in addressing your concerns regarding your last experience with us!Our Apologies I understand you're flying with us because you have somewhere to beThat's a reasonable expectation! I know it’s disappointing to finally arrive at the gate stated on your ticket, only to find that your gate has changedPeriodically, disruptions in one part of the system may cause interruptions in other areas, resulting in gate changesWe strive to communicate this information as effectively as possible which is why we advise passengers to stay alert for updates that are announced/posted at the airport Be assured we are in the process of reviewing our personnel needs, especially at our busiest airports, to ensure we are adequately communicating gate changes to prevent this from occurring in the future Customer Service is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought your experience to our attention, so we can take appropriate measures to ensure your experience is not repeated I have logged your concerns about our agents at the airport for future improvements in our serviceWe Care About You! It's important for us to keep good relationships with customers like youAlthough our policy does not offer refunds or reimbursements in these scenarios, as a gesture of apology for the gate change, the miscommunication, as well as the service that you received, I have issued you a voucher in the amount of $94.20, which can be applied toward a future Frontier flightThis amount is the cost for the flight that was missed due to the gate changeThe voucher information is stated below: [redacted] I hope to prove we can do better! Your vouchers expire on [May 27, 2017], but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateCome Back Soon! I apologize again for your past experience, and I hope you will use the discount on your next flight with usI highly encourage you to give us the chance to impress you on your next adventureI'm confident your next flight will be a vast improvement! Have a wonderful day, [redacted] ! Kindly, [redacted] Customer Relations Specialist Frontier Airlines

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur ApologiesI'm sorry to hear that you weren't aware of your card being declinedIn addition to the red error message that pops up, it also says "card declined" in red at the bottom of the emailed itineraryI can understand your frustration with not seeing either of theseAs stated before we are unable to honor the previous flight priceI know this isn't what you wanted to hear and I'm sorry this is the caseI have logged your remarks for review by our policy teamWe hope to welcome you aboard soon.We place a high value on maintaining lasting relationships with our passengersI can assure you that your experience isn't typical of the high standards we strive to maintainAs a customer service gesture I created a $voucher to help ease the burden of the fare differenceVoucher [redacted] must be redeemed by 4/21/17, but you do not have to travel within this timeframeI recognize this doesn't change the time and convenience lost, but we hope you'll choose to fly with usKindly, [redacted] Customer Relations SpecialistFrontier Airlines

Final Consumer Response / [redacted] (2000, 7, 2015/09/09) */ I have just received the requested refund back to my [redacted] The letter I sent certified with a return receipt to Frontier and [redacted] was never signed for, but with your help this was resolvedThank you for your help in this matter

Email 08/19/06:PMHello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe appreciate your feedback and need to gather additional information in order to assist you furtherPlease reply with the six-digit reservation code, city pairs, and aproximate travel datesWe assure you that your concern is important to us and we will get back to you as soon as we receive this needed informationRegards, [redacted]

Response Email 02/23/08:PMHello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Safety Is Our Priority At 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 for this reasonPlease accept my apology for the unexpected interruptionIt's never our intent to disappoint our passengers Refund I understand your frustration with the flight disruption you experiencedBecause only the first leg of travel was reserved with Frontier, we are respectfully unable to refund for your other trouble which you were unable to take as plannedI'm really sorry for any inconvenience this has caused you However, I do see that you were issued a voucher (xxxxxxxxxxxxxx) for $to win your confidence with us backYour voucher expires on May 20, but you do not have to fly within that timeTravel just needs to be reserved before the expiration dateI understand that you are leaving the US soon, so you may not be able to fly with us again for a little whileAs a customer service gesture, I could extend the expiration date of your voucher if that is something you would like me to do If so, please let me know so that I can get that expiration date changed for you Come Back Soon Thank you again for contacting us about your recent experienceI recognize this was probably not the answer you were hoping for, 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 Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because: The response sounds like a generic computer generated response because they never address the rudeness of the agent, the agent hanging up on me and my most recent booking was not refundedIt sounds like they are really saying tuff luck we got you and our agents have the right to be rude Sincerely, [redacted]

Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns I have sent an email to our central baggage department to see if they have received your son's booster seatOnce I receive an email from them I will follow up with you Thank you for your patience Regards, [redacted] Customer Relations Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/08/26) */ Dear ***, Thank you for contacting Frontier Airlines Customer Relations I understand your frustration with the carsituation, and apologize for your recent travel experience out of [redacted] on [redacted] All passengers are welcome to board with a personal item to go underneath the seat in front of them, not to exceed 8" height x 14" width x 18" lengthFrontier does charge a fee for use of the overhead bin space If a bag is determined to be oversized, including wheels, straps and handles, it will be charged as a carryonAlthough our agent acted according to policy, this information should always be conveyed in a courteous and professional manner We have high expectations of our employees and are disappointed with the behavior you described of our ticket counter agentsBe assured we have made your comments available to the [redacted] station manager so they may follow up on this valuable training opportunity We do advise of bag fees and seat fees while booking your reservation on our web site I'm sorry you were nervous for your safety when the cockpit door was openedOur Captain and pilot are allowed to use the facilities while up in the air, even asking our flight attendants for a drink or a snack We appreciate you sharing your feedback with us and hope for the opportunity to restore your faith in our service on a future flight Kindly, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because:I spent a lot of money on brand new clothes for them only to be damaged on the flightI feel that Frontier should take more responsibility for the personal items of their customersI am very disappointed that my clothes were damaged before I could take the price tag offMy vacation wasn’t as enjoyable due to this incidentIt might not mean much to them but I don’t shop very often so for me to spend that much money on clothes and for them to be damage was a major disappointment Sincerely, [redacted] ***

Response Email 05/17/07:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondVoucher As a customer service gesture, I have issued you a voucher in the amount of your flight $ for future Frontier travelI have also issued you an additional $voucher for the inconvenience this experience has caused youYour vouchers expire on 8/17/18, but you do not have to fly by thenJust reserve travelPlease see below for further voucher and redemption details [redacted] ***: XXXXXXXXXXXXXXXXXX ($47.34), XXXXXXXXXXXXXXXXXXX ($25) Please let me know if I can help you with anything else! Best, 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] **

08/18/01:PM Hello [redacted] ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We Care About You Although our policy is that vouchers must be redeemed within days of issue, I have made an exception I have re-issued both $vouchers for another weeks, to allow time for redemption Vouchers The new expiration date is September 31, Travel must be booked before this date, but you may book travel as far as Frontier's schedule allows [redacted] [redacted] [redacted] Come Back SoonThanks for giving us a chance to prove we can do betterI'm confident your next experience with us will be a good one!Kind regards,***Frontier Airlines

Initial Business Response / [redacted] (1000, 11, 2015/09/19) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com Rebuttal I do apologize for unresolved miles added to your EarlyReturns account Please know the credit card promotions are all handled by Barclays Here is a link from our web site about the credit cards: https://content.flyfrontier.com/ways-to-save/mastercard Please contact [redacted] for your miles at X-XXX-XXX-XXXX We look forward to welcoming you onboard many future Frontier Airlines flights Regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) thank you for your response but it isn't [redacted] faultThey have bent over backwards with multiple way calls to figure out where these miles areThey have sent them allI need a manager from Frontier miles to call me as promisedI have received promises that a manager will call me and I get blown offAs of now, there shows on my accountI haven't received miles for June, July, and AugustI need the miles on my account since there are many that are not includedPlease helpThank you Final Business Response / [redacted] (4000, 15, 2015/10/11) */ Dear Ms [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns I emailed our EarlyReturns manager inquiring about your Barclay's miles and she contacted them and was able to get to the bottom of it Your 40,miles have been deposited into your EarlyReturns accountRight now as of today you have miles in your account I hope this helps answer your question Regards, [redacted] Customer Relations Specialist Frontier Airlines

02/11/02:PM Dear Mr [redacted] , We have received your rebuttal as submitted to the Revdex.comBelow is a copy of our bag fees from our web site while booking your reservation, it come up after the seat mapIt has departure and returning fares for checked and carry on bagsAfter the below page is where you have to enter your credit car informationRegards, [redacted] Customer Relations Specialist Frontier Airlines

10/09/02:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThird Party BookingMy records indicate that you booked through a third partyWhen you book with a third party all personal information is not in our systemI looked at your account and your email was not in our system as the third party has itI highly recommend you book through our website next time so this will never happen again.We Hear YouI am extremely sorry this happenedWe are working with our third party agencies to ensure this will not happen againWe have refunded your [redacted] card for $995.Thank you for contacting us about your experienceWe are incredibly sorry again.Kindly, [redacted] Customer Relations SpecialistFrontier Airlines

08/22/01:PM Dear [redacted] ,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.We do offer passengers the option of checking in hours prior to departure however you still must be checked in with your bag checked in and boarding pass in hand by the minute cutoff.Oversold flights are handled at the gateIf arriving on time you would still be allowed to check your bag and be given a boarding pass without seat assignment to go to the gateAt the gate agents will request volunteersIf no volunteers come forward then agents assist with getting you on another flight and any compensationThe history of your reservation shows you were checked out at 5:28am for the 5:30am flight with seat assignments 5D and 5EAt this time the flight was closed.Sincerely,***Customer Relations SpecialistFrontier Airlines

I am rejecting this response because:this company is not getting it Obviously nothing is going to get solved

01/05/03:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond First, I just want to say on behalf of Frontier, we are sorryAt Frontier, we are focused on providing a good experience to our customers and we know we failed to meet this commitment to you On December 17, we faced severe weather across the **, 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 daysWe know you were counting on us and we take letting you down very seriouslyPlease be assured that we are working swiftly, at the highest levels in our organization, to ensure that, in the future, we make good on our commitment to provide a seamless flight experience My research shows that a refund in the amount of $was issued to your card ending in [redacted] on 12/20/This is the value of the second leg of your first connecting flight that was cancelled for both passengers Additionally, I have processed a full refund of your return flights and associated fees in the amount of $to the same cardYou should see the funds returned to your account within business days, depending on your bank's practices I understand your frustration with the flight disruption you experiencedBecause you flew your flight to [redacted] , this leg of your reservation doesn't qualify for a refund We want to win you back! Please know that we do value you as a customerIn an effort to make things right, each member of your party was issued Frontier vouchers in the amount of $each to use towards future Frontier travelYour vouchers expire on March 21, 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 [redacted] [redacted] 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 one Kind Regards, [redacted] Customer Relations Specialist Frontier Airlines