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Frontier Airlines

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Frontier Airlines Reviews (813)

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, Steve [redacted]

Complaint: [redacted] I am rejecting this response because: I don't consider this matter closed until we receive medical documents and receipts from the bloodwork Also, my wife will need bloodwork in about months to follow up and make sure that nothing was dormant in her bloodstream from this event Sincerely, [redacted]

01/25/09:AM Hello [redacted] We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsOur agents assist passengers with cheat the ticket counterPassengers are asked the number of bags each passenger will check and the number of bags passengers plan to carry onIf you didn't indicate you would have carbags, our agents wouldn't have collected the applicable fee at the ticket counter We operate flights under our Contract of CarriagePlease see paragraph 13) under Section Refusal to Transport and Special Conditions below: BFrontier may refuse to provide transportation to any person and may require that a passenger leave an aircraft or be removed from an aircraft for the following reasons, in which case no refund will be due and Frontier will have no further liability 13) Failure to Follow Instructions - Any passenger who refuses to obey instructions from an employee or crewmember While you presented your credit card for payment of the applicable fees, our agent was unable to complete collection of the fee without causing a delay to our flight Your request for reimbursement has been reviewed and is denied Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Response Email 10/30/08:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI understand this is for your reservation on April 12th from [redacted] Refund I understand the frustration behind this situationUnfortunately, I cannot process a refund for this reservation due to the circumstancesMy research indicates flight confirmation emails were sent to [email protected] on April 11th Bank On my end, I only see that one charge of $was processed on April 9thIf you were able to be refunded through your bank, I would suggest taking this second charge up with them as wellLike I said, our systems only show one charge on record, and no charge in July I apologize again for the situation, and encourage you to reach back out as needed Regards,Customer Relations SpecialistFrontier 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 as long as they REIMBURSE me for the new flight I had to purchase within days, as well as, give me my full refund for their canceled flight! If not, I will reopen this case Sincerely, [redacted] ***

11/11/04:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond MasterCard Promotion Upon application for a Frontier World MasterCard, one can earn 40,bonus miles after $in purchases in the first daysThese 40,miles can be redeemed toward two round trip flights When redeeming these miles, you must to go through the booking process showing "miles" as the transaction currency rather than sales dollarsBy changing the view of currency to miles, you can see that different flights are worth different miles, depending on the demands for the flightSome flights are worth more miles, some flights are worth less In your case, the one-way flight from Las Vegas to Cincinnati was worth 20,miles per person, amounting to the total reward amount of 40,miles For further information regarding the rewards and how miles work, click on the link below: Frontier MasterCard I am truly sorry for the misunderstanding of our MasterCard rewardsUnfortunately, it is not in our policy to process a refund for your inbound flight from Cincinnati to Las Vegas However, I wish you a safe trip, and I hope that this instance does not hinder your future flights with Frontier Airlines Kindly, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 7, 2015/08/11) */ 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 difficulty with the website when canceling your reservationThe Economy fare purchased is a non-refundable fare and holds a $change feeWhen canceling online the change fee is deducted from the amount of the fare so you are aware of the amount of credit available In reviewing your reservation history I can see that you successfully cancelled your reservation and email confirmation was sent at that timeI am sorry you had to wait to speak with a reservations agent to confirmAsking our customers to wait on hold for extended periods of time is no more acceptable to us than it is to you and we are working to reduce wait time Respectfully, the fare would not be refundedThe credit remains available for you to use one year from the May 17, date of issue 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 satisfactory to me I received the check today and Ive received the email with the voucher numbers Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/08/17) */ Dear Mr**, 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 the terms of the Economy fare you purchasedThe Economy fare does have a fee to make a change and any applicable fare differenceWith our low fares it can be more expensive to make a change than purchase a new fareThe change fees equal the amount of the fare purchased so there is no credit left to apply to a new fareWe do offer a refundable fare if you feel your plans may changeThis allows you the option to make a change with only the fare difference of if need refund in full Respectfully we would not refund a non refundable fare Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

08/03/03:PM Dear [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI apologize for the customer service that you received and that your stroller was damagedAs per our conversation todayI have received the receipt for the damaged stroller and have requested payment for the strollerYou should receive the check by the 15th of August.I have also voided the $electronic travel certificates previously issued and have reissued as discussed for the amount of $for yourself, [redacted] and [redacted] Below are instructions and the information you need for the use of the travel vouchers.To redeem your electronic voucher, visit www.FlyFrontier.com and book your flightOn the “Purchase” page, select “Voucher”, then enter the following voucher number: [redacted] This voucher must be redeemed by 05August 2017, but travel may be booked out as far as Frontier's schedule allows [redacted] Terms and Conditions for Electronic Travel Certificates:-The passenger is responsible for payment of any difference between the value of the certificate and the value of the ticket.-Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased-Valid for year from the date of issue and may not be extended.-Nontransferable; may only be redeemed in the name of the passenger to whom it was issued.The Certificate cannot be: -Applied toward the purchase of Travel Insurance or STRETCH seating.-Applied toward baggage fees, change fees, or other charges-Combined with any other voucher, promotion, or discount-Used with group travel -Redeemed for cashOther conditions may apply.If you have any questions please call Frontier Reservations at ###-###-####.Frontier Airlines appreciates your business and apologizes for the inconvenience of your baggage delayWe hope to serve you again on a future Frontier Airlines flight, under more pleasant circumstancesSincerely, [redacted] ***Central Baggage Supervisor Frontier Airlines###-###-####

Complaint: [redacted] I am rejecting this response because: unacceptable - did flight crew give her any sort of test [redacted] Judgement call **and certainly no warning for the minutes we were on board the plane nevertheless looking at frontiers chief complaints of customer relations were certainly very poor first time using this company and herd a-lot of bad comments,reviews most exceptionally accomplished and proven correctly mission statement complete [redacted] airlines! will continue to pursue AG and class action and just bad business on frontier thanks for the troubles caused horrible horrible most horrible customer service had better from lower level fast food workers [redacted] Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ Dear Ms***, 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 the response you receivedAs mentioned in the response from ***, Ms [redacted] is not an employee of [redacted] Airlines but [redacted] CommunicationRequests made to Mr [redacted] are addressed by our [redacted] Department on his behalf I understand your frustration with having selected the wrong date for your return however we do send immediate email confirmation for review and if any errors can be cancelled within hoursAs a gesture of good will the change fee has been refundedRespectfully a refund of the fare difference for the date you booked in error would not be refunded We remain consistent with our policies to be fair to all our customers Sincerely, [redacted] Customer Relations Specialist [redacted] Airlines Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I wanted to book the four tickets online but ran into a problem with getting seating which is why I called it inMy original dates of [redacted] return were chosen online but when I had to call in for seating they were changed I remember this phone call taking a LONG timeOver an hour late at nightI also remember that the agent had an extremely thick accentHe said the online program had a glitch with regard to seating and I was on hold for long periods of timeHe had to take my payment info over again, indicating that a new reservation was made I am sure he read back the dates to me and I must have agreed without noticing that the return was incorrectI didn't notice until the night before travel even though the confirmation was sent out A few days later, I was able to book my mother the same flight roundtrip that I had intended to book for meWe all went out together no problemWhen she got her email notice that her boarding pass [redacted] ready for return the night before return and I didn't that is when I noticed the return date error I am so sorry I didn't check my email confirmationThat is my fault, but I really thought the tickets were set for the dates I had intendedSince this was an innocent mistake, I am asking forgiveness since a corporation like [redacted] should not and does not need to profit from my misfortune Had I INTENDED a change based on a preference for different travel, then I would have abided by all contract expectationsThis was a complete mistake and misunderstandingI can't afford this mistake [redacted] doesn't need to profit from itThis mistake opened up seats for another flight and filled seats that would have otherwise been empty I am not asking that they make an exception for changing my date because of the policy I am asking that they honor my original intent to return on [redacted] and not ding me [redacted] for the misunderstandingIt would not only be kind, but in my opinion ethical Final Business Response / [redacted] (4000, 11, 2015/08/04) */ Dear Ms***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns I understand you are dissatisfied with the outcomeWe have as a gesture of good will waived the change fee, however the difference in fare will not be refundedWe do remain consistent with our policy to be fair to all passengers Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Hello [redacted] ,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond:Thank you for getting in touch with us in regards to the downgrade dilemma you experienced with flight on December 25, when you were traveling from Chicago to MiamiI am very sorry to hear your description of the situation and I hope that I can offer you some resolve to the matter.Our ApologiesI completely understand how disheartening it must have been to have the duration of your travel elongated due to the downgrade you experiencedIt is never our intention to interrupt, extort, or compromise our passengers travel plansI sincerely apologize for the lost convenience and time, especially while you were traveling with your familyWe are continually reviewing our policies and procedures- and how we put them into practice- to ensure that your needs are being met firstFeedback such as yours affords us the ability to develop new and more accommodating procedures with our passenger's needs in mindWith that being said, I am very sorry that we fell short this time around DowngradesSometimes, we are forced to make difficult decisions that are hard on everyone, such as downgrading our passengers from one aircraft to anotherDowngrades are Frontier's way of attempting to accommodate as many passengers as we are able to- with the equipment that is readily available- when "Plan A" becomes compromised In your situation, as with many others on the same flight, the seating capacity of our available aircraft unfortunately did not measure up to the amount of passengers we had initially believed we could adequately transportIt is never our intention to come off exorbitant- we are simply doing what we can to get as many passengers to their destinations as possible given the constraints of any given situation.Refund RequestOn behalf of Frontier, please accept our sincere apologies for the inconvenience you experienced due to the downgrade of your flightUnfortunately, a refund can only be approved for a downgraded flight if the reaccommodations are not accepted by the passengerOur records indicate that the reaccommodations on an American Airlines flight were accepted and later completed through our department that specializes in matters like thisFurther, the amount you initially paid for flight was used to supplement the cost of your reaccommodation on another airlineI apologize if this procedure and our refund policy was not communicated to you effectively.Existing VouchersIf you were not aware already, you have a total of $2,in vouchers that can be used for any future Frontier travel already assigned to you and your familyThe total is divided up into three separate, name specific, vouchers valued at $eachI have included the voucher numbers that are associated with each member of your family directly below this segmentWhile you do not have to travel by the date of expiration (June 23, 2018), travel must be booked before then Further voucher redemption details can be located at the bottom of this email.- Xxxx Xxxxxxx: xxxxxxxxxxxxxxxx- Xxxx Xxxxxxx: xxxxxxxxxxxxxxxx- Xxxx Xxxxxxx: xxxxxxxxxxxxxxxxWe Value Your BusinessI want to thank you again for contacting us about your recent downgrade dilemmaI fully 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, [redacted] !Kindly,Customer RelationsFrontier Airlines

02/02/10:AM Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsWe've verified that your refund was not processed on December and have submitted it nowPlease allow up to days for processing and keep in mind, once the refund has been processed by Frontier, there may still be a few days until the refund will post to your account, depending on your bank's practices Sincerely, [redacted] Customer Relations SpecialistFrontier Airlines

Complaint: [redacted] I am rejecting this response because: As a result of Frontier's decision to cancel the flight to Denver, my wife and I had out of pocket costs well exceeding the cost of the original frontier purchaseThese costs include the cost of the [redacted] flight to Denver the following morning and the overnight hotel costI am requesting that these additional costs also be reimbursed by Frontier Sincerely, [redacted] ***

03/08/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond! My Research My records indicate that a refund in the amount of $was processed to the card ending in [redacted] on Mar2, This is the cost for your cancelled flight with Frontier Airlines Your Reimbursement Request We would be happy to honor your request for reimbursement for flying with another airline! As per the letter you received, we will reimburse up to $per passenger for flying with another airline, minus any refunds that were issuedTherefore, if you could send in a receipt for flying with another airline as well as the address you would like your reimbursement check sent to, I would be happy to reimburse you accordingly Your VouchersPlease know that we do value you as a customerIn an effort to make things right, you were issued a voucher in the amount of $to use towards future Frontier travelYour vouchers expire on [May 29, 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 detailsCome Back SoonThank 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 I hope to hear back from you soon with your proof of purchase with another airline! Have a wonderful day, ***!Kindly, [redacted]

10/06/02:PM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe apologize for the frustration and inconvenience you experienced while traveling with usWe appreciated receiving your e-mail and are happy to address your concernsIt is always good to receive valuable feedback from our customers regarding their experience with Frontier AirlinesOur goal is to provide quality service both to our passengers and their luggageWe are continually working to improve our service and minimize baggage mishandlingSituations such as this are no more acceptable to us than they are to our customersWe can only assure you that your experience is not typical of the standards we strive to maintainWe are committed to providing our passengers with superior customer service and are disappointed to hear we fell short of this when you traveled with usYour experience should not have been negative in any way and we apologize for the rudeness and the lack of quality customer service that was providedPlease know that the level of service you received is no more acceptable to us than it is to you and your comments have been shared with our upper managementYour comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedbackYou indicated that your luggage has been restored to you at this timeIf you have original receipts for interim clothing and toiletry items purchased during the delay, they may be mailto the following address for our management to processYou may reach our Central Baggage Service office directly: ###-###-####, with any inquiries [redacted] Central Baggage has requested a refund of the $baggage fee you paidThe refund will go back to the original form of payment Please allow two credit card billing cycles for this process We would also like to offer you a $electronic travel voucher for future travel on Frontier Airlines in an effort to earn back your business Please let us know if you would like to accept this offerYour continued support is very important to us so we hope this isolated incident does not prevent you from flying with us in the futureSincerely, ***

01/18/07:AM Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We apologize for the delay of your bag and the way the return of your bag was handled We will be happy to address those concerns with you Regarding your damaged bag and the necessity to purchase the additional bag, please send in that receipt to us here in Central Baggage and we will be happy to process that receipt for reimbursement If you have original receipts for interim clothing and toiletry items purchased during the delay, they may also be scanned and sent to [redacted] for our management to processYou may reach our Central Baggage Service office directly: [redacted] , with any inquiries Regarding your request for a flight refund, I am sorry about the disruption to your travel plansIt's never our intention to inconvenience our passengersI must inform you that we are unable to honor your refund request because travel was completed on the Frontier Airlines ticket At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances Sincerely, ***

01/05/11:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI am very sorry for your misplaced baggage and that our communications about the issue has been lacking Baggage BaOn 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 This event caused a huge bain our baggage departmentUnfortunately the only solution for your missing baggage is to wait until they get to your issueWe address each issue in orderYour lost baggage claim # [redacted] will be addressedI regret that it is taking so long We Can Do Better!Please know that we do value you as a customerIn an effort to make things right, I have issued a Frontier voucher (# [redacted] ) in the amount of $to use towards future Frontier travelYour voucher expires on 04/04/17, but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption detailsWe Value Your BusinessThank 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.Regards, [redacted] *Customer Relations SpecialistFrontier Airlines

12/06/07:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Credit Issued I'm sorry that your Frontier experience wasn't as expectedThere seemed to be some misinformation given to you on our end, I do apologize for thatAfter discussing your concern further with my supervisor, we have decided to waive your cancellation fee and credit your flight ($276.20) in the form of a voucher (# [redacted] )The voucher expires 3/6/but you do not need to travel by then, simply book by then Come Back SoonI apologize again and highly encourage you to give us the chance to impress you on your next flightI hope you find this resolution to be a amicable one Kind regards, [redacted] Customer RelationsFrontier Airlines

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Address: PO Box 492085, Denver, Colorado, United States, 80249

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