Frontier Airlines

Complaint: [redacted] I am rejecting this response because we still don't have our bag, have had to call multiple times each day and each day are told someone will call us and yet no one doesdollar vouchers do no good because I will never fly this horrible airline again! I want a refund instead of a voucher and I want my bag or immediate reimbursement for all its contents and the brand new suitcase that you lost! Sincerely, [redacted]

Dear Mr [redacted] We have received your rebuttal as submitted to the Revdex.comI never advised you would be refunded the $On December you were refunded the $bag fee to credit card ending in ***Your $ticket fee is non refundable ticket.Regards,YolandaCustomer RelationsFrontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/10/14) */ Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns On behalf of Frontier Airlines, please accept our sincere apologies for any inconvenience you experienced due to flight cancellations on September As you can imagine, flight irregularities can be very challengingThe decision to delay or cancel a flight is not an easy oneWe have a team of specialists who continually monitor our entire system and make decisions regarding irregular operationsThey decide the best possible arrangement for all involved, given the circumstancesPlease know that it is never our intention to disappoint our passengers During times when we are experiencing cancellations due to mechanical related issues, Frontier Airlines assists passengers with making changes to their reservation and taking care of the expense of hotel accommodationsWe do compensate passengers during mechanical related delays, as you were compensated $200, which is our maximum compensation Our records indicate you bag was delivered October at 9:amOn September you paid $for your bag on your out bound flight and on September you paid $for your return flight, you were refunded $bag fee for your return flightPlease accept our sincere apology in which we are unable to grant your requestWe regret that you feel that this was not enough, and are sorry for any frustration this may have caused We hope you understand that safety for our passengers [redacted] crew is always our number one priority and 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, 15, 2015/11/19) */ Central Baggage, I have not heard back from Frontier since Oct At what point can I expect to be responded to or reimbursed?! [redacted] XXX-XXX-XXXX Final Consumer Response / [redacted] (4200, 19, 2015/12/08) */ [redacted] Please advise the amount I am being compensatedI have still not received the check, days laterAre you sure it was sent on 11/25? [redacted] XXX-XXX-XXXX Final Business Response / [redacted] (4000, 23, 2015/12/20) */ Mr [redacted] , We have put a stop payment on the first check, and issued a new oneIt should have been mailed yesterdayPlease monitor your mail and let me know when you receive it It is being sent to the address you included in your Revdex.com complaint: [redacted] XXXXX The Minneapolis station tried to contact you regarding the amountI believe the receipts for eligible expenses totaled $ Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Response Email 11/03/08:AM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns I am sorry that you feel our response was not adequateWe cannot refund a flight after your travel has been completedI am sorry if there wasn't a representative available to answer questions once the plane arrived back DenverI am sorry if this still leaves you with questions, I am only given basic information regarding delaysWhether its weather, maintenance, flight crew or baggage delays Regards, [redacted]

Initial Business Response / [redacted] (1000, 9, 2015/11/10) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Your complaint for the incident which occurred on May 5th has been addressed by our Special Needs teamIn the year and a half since the incident there have been many correspondences between yourself and this teamThis includes an extension from months to a year for you to use the $flight voucher that was provided as compensation for the inconvenience you experienced We regret if you had any difficulties redeeming your voucher, however, our position on the matter has not changed and no additional compensation will be provided Regards, [redacted] Customer Relations Specialist Frontier Airlines

10/18/10:AM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThird Party BookingWe have fully disclosed our pricing structure to all third party agencies and while they are required to share this information during the booking process, often times its not as clear as it is on our websiteVisit Frontier for the most up-to-date and accurate policies I apologize if you were not aware that bag fees are charged per direction of travelAnd are non refundable once purchased Explanation of FeesRecords show on October 2nd you paid $for carry on bag and $for checked bag for your outbound flight and the same for your return flight I show an additional $checked bag fee was charged on October 8th, (which has been placed on a $credit shell)I do not show where you were over charged for bagsWe Hear YouI understand your frustration and I'll share your concerns with our Marketing teamNext time, you might consider one of our bundled packages, The Works and The PerksEach option bundles extra services such as bags and seats, in one low price.Thank you for contacting us about your experienceIt's feedback like this that help us identify areas to review furtherKindly, [redacted] Frontier Airlines

Initial Business Response / [redacted] (1000, 9, 2015/11/13) */ 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 it is never our intention to inconvenience our passengersPlease understand we must be consistent in policy to be fair to all our passengers Our records indicate you purchased your tickets with One Travel.comWhen passengers choose to book their reservation with a third party agency they are always advised to go onto the web site of the airline they are thinking of purchasing to review their fees and policies Here is a link from our web site advising of seat fees: http://content.flyfrontier.com/travel-information/seating-options I'm sorry we are unable to honor your request Regards, [redacted] Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I know what the website states, I even included it in my complaintThe website does not, however, advise that this includes children who cannot care for themselvesThe site needs to include a disclosure for young children because I am sure they will continue to have this problem, if it's already not a reoccurring a issue seen Final Business Response / [redacted] (4000, 13, 2015/12/03) */ Dear ***, We have received your rebuttal as submitted to the Revdex.com If you prefer we can refund your tickets if you don't want to pay for seats Regards, [redacted]

Dear Ms [redacted] We have received your second rebuttal as submitted to the Revdex.comPlease send a copy of your other airline ticket for reviewI will void your $Frontier Travel voucher and provide the difference between the $Frontier refund and the fare of the other airline ticket price in a form of a checkRegards, [redacted] Customer Relations Frontier Airlines

Initial Business Response / [redacted] (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 I'm sorry for the difficulty when attempting to make a reservation with your cardI can see that you did make reservations with only one being acceptedAs a customer service gesture a refund has been requestedThis will credit back to the card used for payment within business days but may take up to billing cycles to appear on your statement We look forward to welcoming you aboard a future [redacted] flight Kindly, [redacted] Customer Service [redacted]

Complaint: [redacted] I am rejecting this response because: it is nothing more then a coupon we can use quickly to spend more money with the airlineThe company flew us and our bags round trip but when we was ready to make return trip it was an extra $we had to pay or leave abbandon our checked bagThey never once mentioned one way or round trip when we purchased a checked bag with our ROUND TRIP FLIGHTAnd then extorted an extra from us to get our bag home and we fill it is only correct to return that to us Sincerely, [redacted]

07/07/11:AM Hello [redacted] ,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI can imagine your frustration when you learned that here at Frontier, we charge for optional travel services such as carrying on a bag, or in-flight beveragesWe have fully disclosed this information to all third party vendors and I'm really sorry you weren't made aware of these expected fees before you made your purchase with [redacted] We do assess a fee for use of the overhead binThis fee may be paid at several points and is the least expensive when purchased before travelWhen "carry-on" is printed on the boarding pass, this indicates the fee has been paid and agents will not inspect the bag size (unless it is obviously oversized)We also welcome all passengers to board with one personal item, to go underneath the seat, free of chargeAgents are trained to visually spot check the size of a personal item, VS a larger bag for the overhead bin and a fee is assessed when appropriateWe strive for consistency in this policy and although we are unable to refund your bag fees, be assured your feedback is appreciated and will be shared with airport managementI would like to apologize for the state of the airplane when you boardedYour description is concerning and this is certainly not up to our standardsI can only assure you this is not a typical experience and I hope you will accept this $voucher (# [redacted] ) as a discount on a future flightI know we can do better! Should you decide to give us another chance, you might look into our exclusive bundled package, The WorksI know it seems odd, but Frontier is able to offer such low fares by charging for certain optional components of the travel experienceThis allows us to offer very economical fare levels that allow our customers to travel more often Kindly, ***Frontier Airlines

Revdex.com:It looks like the miles were added to my account, we sure did get the run around without any help from customer service, we contacted [redacted] and they stated they released the miles and frontier told us they did not know anything about this, we did put [redacted] and frontier on the phone together with a manager and they did not resolve anything, days ago the miles were in my account AFTER numerous months of calling 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]

Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Regrets [redacted] , I completely understand your frustration about not being able to use your miles for a flightI am very sorry about thatWe understand that some of our Early Return members have had a problem with finding available seats on our flightsSome routes have limited seating available for Early Returns and need to be booked quickly when they appear on our schedule as they are always taken very quicklyI am very sorry for you have not been able to find a flight National Rental Certificate I am sorry that the National Rental location you visited would not take your certificateTypically, only the rental stations at the airport will accept these certificatesYour certificate is good for a year, I hope you still may be able to use it Your Miles We have several ways you can use your milesThey may be used for hotel stay, magazine subscriptions, and moreYou may find all of this information on our website here: Using Miles Come Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airlineI'm confident your next experience with us will be a good one! Regards,Customer Relations SpecialistFrontier Airlines

01/06/05:PM , Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We're Here To Help We have refunded you fully for your flightYou should expect to see this refund appear back on your [redacted] credit card ending in [redacted] within the next 7-business days Come Back SoonI recognize this does not change the time and inconvenience lost, but 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 RelationsFrontier Airlines

Complaint: [redacted] I am rejecting this response because:The two emails that I received were CONFIRMATION LETTERS and they look exactly the same - no email informing me that one of the payments was declined was sent from you, nor received by me, nor is it listed on either confirmation emailsZero notification was given to me regarding this "declined payment"I paid $(estimate) in flights and then was forced to use a credit for return flights from PHL to DIAI lost money in this ordeal, it has caused a lot of stress as well as a major change of travel plans for both myself and my daughter, and I am not happy that I am still dealing with this issue Thank you for forwarding this to your supervisorI definitely think this is a glitch in your online booking system Sincerely, [redacted]

I am rejecting this response because: the representative never apologized nor explained And their credit was convoluted and inadequate My neck hurt for days due to smaller seat, cramped area and windows vswhat I paid for All around a poor experience and attempt at resolution Sincerely, [redacted]

02/29/01:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondAs a one time exception, we have authorized your reservation at the original price of $162.41; providing you have a valid form of payment Please contact our 24/reservation line for assistance, as documentation has been put in your recordSincerely, ***Customer Relations SpecialistFrontier Airlines

08/11/01:PM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsI'm sorry to hear that you were dissatisfied with the resolution that was providedIt's never our intention to be insensitive to our customers when their travel plans are disruptedFrontier's policies were established to ensure that all passengers are treated equally and we strive to inform our customers of our travel policies at every possible opportunity Because fares are non-refundable, I am unable to provide a refund of the remaining balance of $237.60, I am able to convert your credit into vouchers that are more flexible for your future travel needsHere are the details regarding your new vouchers: Voucher numbers and amounts: [redacted] - $ [redacted] - $These vouchers do not have a name attached to them, so they can be used by you or any family members or friends you might wish to gift them to These vouchers must be redeemed by June 29, 2017, but you do not have to travel within this time frameFuture travel may be booked out as far as Frontier's schedule allows (see instructions below)Please be assured that your business is important to us and we appreciate the loyalty you have shown to usIt's important for us to maintain good relationships with customers like you and we look forward to the opportunity to regain your confidence in our airline Sincerely, [redacted] Customer Relations Frontier Airlines

(The consumer indicated he/she DID NOT accept the response from the business.) I was there seconds after the min cutoffsecondsI am beyond disappointed in Frontier AirlinesI understand the cutoff, but seconds? There is a reason why Frontier Airlines has so many customer complaintsI feel as though being compensated with either a refund, or at the very least credits going towards another flight would be most appropriateI believe that if you were in my situation that you would agree

Initial Business Response / [redacted] (1000, 4, 2015/07/16) */ Dear Ms [redacted] , [redacted] Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concerns [redacted] would like to offer our sincere apology with the difficulty in receiving assistance with reporting and locating your delayed bagWe have filed a formal complaint on your behalf with the customer service management team Please accept our sincere apology for the delay of your checked baggage when you traveled with us on [redacted] 2015, from [redacted] GA to [redacted] MN 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 mannerWe would certainly like to apologize for the bag delay As a customer service gesture, we have requested a refund of the bag fees paid which will be credited back to the original form of paymentPlease allow days for processing As a customer service gesture, we have provided a [redacted] travel voucher for a discount on a future [redacted] flight To redeem your voucher, visit www.flyfrontier.com 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 While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again [redacted] Electronic Vouchers: A few more things to know about the voucher: It's not redeemable for cash It's valid for 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 For any questions regarding your certificate or to redeem, please visit [redacted] or contact [redacted] Airlines Reservations at X-XXX-XXX-XXXXWe are open hours / days a week for your convenience If we can be of further assistance, please don't hesitate to contact us via email at: [redacted] @FlyFrontier.com, or by calling: XXX-XXX-XXXX Monday-Friday 8:00am-5:00pm Mountain time At [redacted] Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances Sincerely, [redacted] Central Baggage Supervisor [redacted] @flyfrontier.com [redacted] @flyfrontier.com XXX-XXX-XXXX XXX-XXX-XXXX CRSXXXXXXA