Frontier Airlines

Complaint: I am rejecting this response because:They are just sweeping the issue under the rugI am probably not the first one to experience this problem with themWhich upon reading their reviews, I am notReimbursement of the items purchased does not solve them changing their system on how they handle issues like thisThe people who were all involved in my claim, were very very unprofessionalFrom lying to me about my bag to them hanging up the phone on my face when I was speaking to themIt should not have taken a consumer to call the police in order to receive their bag backThe amount of laziness from the covering supervisor from Orlando airport could have resolved this issue on the second daySo your response, is another way of just resolving the issue by just paying me what is owed to me and closing the claimNOT ACCEPTABLE! You should pay me back at least half of my flight, since half of my trip was spent in my hotel room on the phone with your customer service trying to figure out ways to get my bag backOn top of all the receipts I am going to send you for the stuff I had to pay for out of pocket Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/05/14) */ [redacted] , Thank you for contacting Frontier Airlines Customer RelationsWe have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns My records indicate your reservation was originally booked on 2/26/at 11:PM, by Shawn Ramlal on our websiteTherefore, the information in your statement "The agent charged three tickets and stated my son wasn't a charge due to his age" is inaccurateThe information on the reservation, including the dates of birth and payment were provided by that party online I am extremely sorry, you were not aware of Frontier's policyYou may review information in regards to traveling with children over the age of in our Contract of Carriage at www.FlyFrontier.comInfants under years of age are accepted, without charge, when the infant does not occupy a separate seat and is accompanied by a full fare-paying passenger over the age of The Department of Transportation Regulations state all children over the age of must occupy a seat and cannot travel as a lap childYou are required to have and provide proof of the child's age or identity upon requestHowever, it is not always requestedRegrettably, this was not an error on Frontiers part and your request for a refund is deniedAs is the case with all tickets that have flown, your ticket is not refundable once it has been utilized I understand your frustration and appreciate you taking the time to share your comments with usWe hope to have the opportunity to restore your faith in our service on a future flight Kindly, [redacted] Customer Relations Specialist Frontier Airline

Good morning, I just had Frontier Airlines follow up with me and they have "reconsidered" my previous compliant As a result, they are now issuing me a refund for the disputed $additional chargeI am completely satisfied with this resolution! I have a strong feeling that it was only due to the Revdex.com's follwith them Since this is now resolved, would you kindly close my complaint? Thanks so much, [redacted] ***

01/02/11:AM Hello ***, I have received your correspondence from the Revdex.comPerks Package I'm sorry for the confusion regarding the purchase of the Perks packageI have reviewed your reservation, and it appears that in addition to choosing your seat you also checked a bag, therefore making full use of the purchased bundled packageBecause of this, I am unable to provide a refund Thank you again for contacting us about your recent experience.I hope you will choose to fly with us againI'm confident your next experience with us will be a good one 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

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

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 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

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]

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

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

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]

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

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

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

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

08/18/01: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

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

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] **