Frontier Airlines

Complaint: [redacted] I am rejecting this response because: Although Frontier is offering $voucher to fly with them again, it isn’t even enough for a one way trip I am asking for more If they are unwilling to refund my money I feel that $is unacceptable Not one time did Frontier even say that there was a safety issue or something wrong with the plan when we were at the airport, in addition they never apologized or give any explanation When we were in [redacted] flying home there wasn’t even a Frontier representative at the gate The response back from Frontier was a cop out, it was not apologetic or sympathetic to anything I don’t believe that there was a safety issue Sincerely, [redacted]

Complaint: [redacted] I am rejecting this responseI will accept this response once I receive the refund check in the mail [redacted]

Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur ApologiesFirst, I just want to say on behalf of Frontier, we are so very sorryWe’ve had hundreds of disrupted flights over the past few days and we know this has been incredibly inconvenient and frustratingWe are focused on providing a good experience to our customers and we know we failed to meet this commitment to you.Safety is Our PriorityAs you can imagine, flight irregularities can be very challenging and I'm sorry you experienced a flight cancellationI also know that you expect to get where you're going safelyIt's never our intent to disappoint or inconvenience our passengers.Refund ProcessedMy records indicate that you received a refund of the fare of your cancelled flightThe amount $was processed to Please note that once the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practices.Voucher InformationWhen we cancel a flight due to something out of our control, we're unable to assume liability for incidental expenditures like the ones you describedHowever, as a gesture of apology for your experience I have issued you a $voucher to use as a discount toward a future flight with FrontierThe voucher will expire , though you are able to book as far as Frontier's schedule will allowYour voucher number is Come Back SoonWe know that as a company that has people like you counting on us, we failed youWe take this letdown very seriouslyWe know that we could have done betterAnd the whole company, virtually every department and employee, is working hard to get us back on track and make things right for our customersThank you for choosing Frontier and we hope to make it up to you on your next flight with usBest wishes, [redacted] Customer Relations SpecialistFrontier Airlines [redacted] Just follow these simple steps to redeem your voucher:Visit www.flyfrontier.com and select your flightOn the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.• It’s not redeemable for cash.• It must be booked within days from date of issue.Note: There are no restrictions on travel date.• It’s one-time use, meaning there will be no remaining value after redemption.• It may not cover the entire value of the purchaseAny remaining balance due must be paid by the customer.• It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued.• The 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

Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsOur records show that Customer Relations Specialist [redacted] has been working to resolve your issuePlease review his most recent response dated April 30th After review, I have approved your request for a refund of your bag fees in the amount of $Please allow 7-business days for processing, and 1-billing cycles for the money to return back to the original form of payment Also I submitted you request for reimbursement for your purchases in the amount of $287.97, it will take 4-weeks to process and send your check to your mailing address You are a valued customer of Frontier Airlines and we appreciate your continued supportWe hope to welcome you onboard a future Frontier Airlines flight Kind regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have yet to receive what was promised Final Business Response / [redacted] (4000, 9, 2015/05/29) */ Dear Ms***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns After further review of your record it appears that [redacted] was mistaken in some of the information he providedThe only baggage fee collected in your reservation was for $A refund for that fee was completed on May 13thThe amount for your interim settlement was actually higher than the total of your qualified expenses, however, we are honoring the sum that said we would provideI have resubmitted a check request on your behalf in the amount of $Please allow 3-weeks for processingWe apologize for the delay Your check will be sent to the following address: [redacted] NJ XXXXX If this address is incorrect or needs to be updated, please let us know as soon as possible Kind regards, [redacted] Customer Relations Specialist Frontier Airlines Final Consumer Response / [redacted] (2000, 11, 2015/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) They resolved of the issues to my satisfactionThe 3rd was reimbursement for my luggage fees which they stated I only paid $This is because to check the bag one way is $and I checked it round tripAt this point I'm to tired to continue with emailing them and sending them proofThey promise one thing but then never follow throughI have now learned that with low fares comes horrible serviceLesson well learned

01/02/03:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Apologies 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 To assure all passengers are treated with equality, we have strict guidelines to the compensation that can be givenAlthough we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation Voucher As a one time customer service gesture, I issued you a new voucher that will expire on January 2nd, but you do not have to fly by then, travel just has to be reserved before the expiration date.I hope this extension will allow you to be able travel for a low cost in the futureI have shown your new voucher number below: [redacted] ($200): [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! Kindly, [redacted] Customer Relations SpecialistFrontier Airlines

I will accept this responseThe best address to reach me would be what is listed on the complaint [redacted] ***

Response Email 05/06/08:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our ApologiesI know it’s disappointing to finally arrive at the airport, just to find out your layover flight has been cancelledWe strive to get our passengers to their final destination as timely, and seamlessly as possibleI'm sorry for the unexpected cancellation, I can only assure you these are not the standards we strive to maintain Safety is Our PriorityI understand you're flying with us because you have somewhere to beThat's a reasonable expectation! Delays and cancellations can be frustrating, but safety is our top concern and periodically our flights have to be delayed due to this reasonPlease accept my apology for the unexpected interruption 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 thatYour description of the gate agent in Austin is concerning and I can only assure you this is not the type of service we strive to provideNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated Compensation I see that you were compensated on a later flight from Austin to Las Vegas, but our offer was declinedA refund was approved for the missed flight in the amount of $to the card ending in XXXXPlease note that once the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practicesBecause you were offered accommodation, I am unable to reimburse you for flying with an alternative airlineI am very sorry for the miscommunication We Care About You! It is important for us to keep good relationships with customers like youIn an effort to make things right, you and [redacted] were originally issued $vouchersAs a one time customer service gesture, I have increased your vouchers to $I hope to prove we can do better! Your new vouchersexpire on November 4, 2018, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below [redacted] XXXXX-XXXXXXXXXXXXXXX [redacted] XXXXXXXX-XXXXXXXXXXXXXXXX Come 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! Regards, Customer Relations SpecialistFrontier Airlines

Response Email 02/21/04:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOn behalf of all of us here at Frontier, please accept my apologies for the disruption to your family's travel plans from Orlando to Washington, D.Con January 29thHotel Accommodations Based on the information provided, I have had the opportunity to verify your description of how hotel accommodations were handled on the day in question and it is our pleasure to issue you a reimbursement for your hotel expenseYou can expect a hard copy check for $at the following address: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxPlease allow 4-weeks for processing Amenities Reimbursement Request Although we are not obligated to purchase alternative transportation for customers during instances of irregular operations, we did so as a customer service gesture to those on Flight on January 29th All money provided to Frontier for Flight was put toward the purchase of those those alternative tickets; this money is considered ineligible for refund or reimbursementIf your party had been made to pay for amenities on the alternative airline, we would be willing to reimburse for those expenses, as they had already been purchased with FrontierTherefore, I am respectfully declining your request for a refund or reimbursement of the amenities purchased for Flight Customer Care It's never our intention to be insensitive when our travellers' plans get disruptedFor this reason, each passenger on Flight was issued a $electronic travel voucher as a gesture of apologyPlease know that the vouchers already issued to you and your family will remain active for the entire redemption period I assure you that this experience wasn't typical of the standards we strive to maintain for our customersI hope you'll take advantage of your electronic travel vouchers to provide us the opportunity to regain your confidence in our airlineWe look forward to providing you a fully satisfactory experience on your next Frontier flight! Sincerely, Customer Relations Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns I would first like to apologize for the delay of your original flight from Miami on June 6thAs you can imagine, flight irregularities can be very challengingThe decision to delay or cancel a flight is not an easy onePlease know, we take great care to operate a safe and on time airlineIt is never our intention to disappoint or inconvenience our passengersAs the delay was over hours, I am glad to see we were able to provide you with a refund of that reservation I would also like to apologize for any misguided information you received about your second reservation from TrentonTypically, even though your second reservation was in tandem with your trip to Trenton from Florida, our tickets are non-refundable unless there is a flight disruption on our part that prevents you from taking the flightThe reservation agent should not have advised you that we would be able to refund the second reservation if you were unable to make itAccording to notes in Reservation [redacted] , you called into our reservations department on June 1st and was advised that there would be a $cancellation fee if you decided not to take the reservationsIt should have been at that point that the agent should have advised that the cancelled reservation would be placed as a credit for future travelI sincerely apologize that this information was not provided As a customer service gesture for this error, I have waived the $cancellation fee and have provided you with a full credit of your entire reservation for future booking with Frontier AirlinesRespectfully, we will not be able to provide you with a refund of the fare as it is a non-refundable fare When you are ready to reschedule your reservation please contact our Reservations Center at XXX-XXX-XXXX with your reservation code [redacted] The total amount of credit you will have is $ Once again, we apologize for the unpleasant experience you had with usAs Frontier employees, we care about our customers and want you to choose our airline with confidenceWe're continually seeking and implementing ways to improve our service, and your feedback helps us continue this processWe hope to have the opportunity to restore your confidence in our service onboard a future flight Sincerely, [redacted] Customer Relations Lead Frontier Airlines [redacted] Reservations Center: 800-432-(800-4321-FLY)

Response Email 02/23/05:PM Hello [redacted] , Thank you for contacting Frontier Airlines I have read your complaint and I am sorry that you have had this unpleasant experience with Frontier Airlines According to our notes this is what we show transpired: You took your flight on 09/01/and your bag was delayed You were given up to a $interim authorization for clothing, toiletries and shoes for a funeral @ 7:05am At 7:18am you spoke with a FtCollins agent named Jack, on the phone, and he sent an email to get receipts and list of items, just in case things are stolen On 09/04/you called in about the Interim Claim reimbursement and submitted the interim receipts On 09/07/CBS sent you out claim forms to complete On 09/14/you called in to request additional time to complete the claim forms and said you would turn them in by 09/22/ On 09/20/your interim reimbursement was authorized and a check went out to you in the amount of $ On 10/06/we still had not received the claim forms but you called to let us know you were still missing your bag We advised we are still tracing for the bag and waiting for your completed claim forms to be received by our office At that time we showed your $bag fee had been refunded and your interim had been processed but we were still waiting for the claim forms On 10/18/we left a message advising you that we would close the claim in days since we had not received the claim forms So on 10/25/we closed the claim as a non responsive passenger On 11/10/we finally received your claim forms and we also sent you an email acknowledgement that we received them the same day On 11/11/2017, days after receiving your claim forms we paid the $ Now you are requesting an additional settlement You have provided receipts which we will be verifying before an additional payment can be made We will process your additional settlement in the order we have received the additional receipts Thank you so much for your patience, Frontier AirlinesCentral Baggage Servicewww.flyfrontier.com

Complaint: [redacted] I am rejecting this response because: to me these vouchers are not displaying any kind of compensation me and my wife have a year old son that we had to assure was taken care of why frontier did not let us board our flight my wife alsoMissed days of work behind this situationMe and my wife had to sleep in a airport after receiving two emails that our plane would be leaving we reached the airier at to not be let up stairs and checked in to thAn finally speak to a frontier representative to say that the plane didn't actually board until 1:27amThis was inhuman in all ways possible the reason I would like my refund is because I never ever want to fly with this company againWith these vouchers they are four big mr to remain a customer which I would like to never have and crossings with this companyI some to representatives for hours and still had to sleep in the airport this flight ruined my whole birthday vacation this is the worst experience I have had in my years of livingIt was not my fault I didn't not board so you guys putting me on a flight was the least you could do and refunding my money would have been going the extra mile to make sure I stay as a customer but as I stated this is a big issue for me I work very hard and save up money to travel a company that doesn't value that wil nor have mr nor my family as customers Sincerely, [redacted]

05/25/01:PM [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our flight attendants give an abbreviated overview of a credit card offered through our partnership with [redacted] ***By applying for this card and signing your application you entered into a contract with [redacted] and are subject to the terms and conditions of their offer "Earn 40,bonus miles after $in purchases in the first days," is clearly stated on our website and in the Barclays literature that is distributed to interested passengers on our flightsFor more information, please visit: https://www.flyfrontier.com/ways-to-save/mastercard/ There is another card that offers a lessor bonus with no minimum purchaseWe sincerely regret that you had the impression you would earn 40,bonus miles without needing to make a purchaseYour comments have been made available to our Inflight Management team for internal review Thank you for taking the time to write Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

06/14/04:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Once the annual fee and $worth of purchases are made the 40,miles will take around 15-days to deposit into your accountThe miles should show up in your next billing cycleThis may take some timeI see that your account moved from [redacted] on June 14th Have you paid the $annual fee? Thank you for your patience as I address your concerns [redacted]

09/27/06:PM Hello ***, I have received your correspondence from the Revdex.com I understand how this can be a frustrating inconvenience and I'm sorry that this is the caseAs stated in my last email, in fairness to other passengers I am unable to waive the cancellation fee for your decision to not fly We hope to welcome you both aboard soon Kindly, [redacted] Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 9, 2015/10/07) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns In order to respond to all your concerns we have requested some additional information from our agentsThank you for your patience while a complete investigation into the matter is conducted Kind regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) How long will I have to wait? Final Consumer Response / [redacted] (4200, 15, 2015/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not resolved matterThe person who contacted me stated the supervisor stated I was not there prior to the cut off time which the supervisor was NOT present as well as I asked to speak to this person who never even wanted to come speak to meI supplied them with the time I called their customer serviceThey don't want to take any accountability for their reps actionsThey have over 2,complaints with this airline for the same reason as mineSomething must be doneI will also be forwarding my complaint to the FTC Final Business Response / [redacted] (4000, 17, 2015/11/02) */ Dear Ms [redacted] , We have received your rebuttal as submitted to the Revdex.com You mentioned in your previous email "Also I sent the time I called customer service which was 9:20a so if I were late how could I call minutes prior to the cut off time." Who did you send this to? You can forward that to me I await your reply Regards, [redacted] Customer Relations Frontier Airlines

10/27/10:AM Hello ***,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond[redacted] did you happen to receive my email I sent on October 21, 2016? I reinstated your $credit as a voucherYour voucher number is [redacted] and I reincluded instructions on how to redeem the voucher belowUnfortunately I am unable to reimburse your fareIf I can do anything else, do not hesitate to askHave a wonderful day ***Kindly, [redacted] Customer Relations SpecialistFrontier Airlines

Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsPlease accept our apology for any unprofessional behavior from our agentsOur records indicate your bag was over weight and our agent advised you to remove items to get your bag to lbsYou advised the supervisor that your ski bag included clothing were giftsBags checked at the airport are $bag fees, on line $Our records indicate you were charged $for your outbound flight and our agent only charged you $on your returnOver weight bag fees are in addition to your checked bag fee, you were charged $Your total charge was $instead of $We're disappointed that you are not satisfied with our resolution in this matterIt is never our intention to be insensitive to our customersHowever, in fairness to all customers, it is important for us to be consistent when it comes to following the baggage guidelineshttps://www.flyfrontier.com/travel-information/baggage/ We hope to have the privilege of serving your future travel needs under more pleasant circumstancesRegards, [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 Last autumn, Frontier Airlines' website incorrectly displayed my frequent flyer miles expiration date I didn't know, I just trusted what I saw on Frontier's website The next time I logged in, the miles were gone (prior to that displayed expiration date) Other of your customers have had the same problem happen, as can be found via a web search Thank you Frontier for having honored your website glitch and restored my miles, and thank you Revdex.com for your service in making this possible Sincerely, [redacted]

10/18/06:PM (CR) [redacted] ***, [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.On October 14, a Customer Relations supervisor approved the hotel reimbursement in the amount of $for [redacted] An email was sent to [redacted] on October advising her of this decisionThe reimbursement check was approved and submitted for processing.Kindly, [redacted] Customer Relations SpecialistFrontier Airlines

Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Our ApologiesI'm sorry that your baggage was not at your final destination in Miami when you arrived, and that you were not able to retrieve it until you returned to IslipThis is not the experience that we strive to provide for our passengers and I apologize for the inconvenience you've experienced Baggage Process The role of our Customer Relations department in Delayed Baggage claims is to reach out to the airports involved and provide the passenger with the updates they receiveI assure you it was never any agent's intent to provide you with misinformationWe are only able to provide the updates given to us, and I apologize if these resolutions were not followed through onI am really sorry for the troubles you experienced while trying to reunite with your bag while you were in FloridaThat was certainly not our intention RefundRespectfully your flights that have been flown are not eligible for a refund despite any bag delay that may have occurredWhile we're unable to provide a refund for any portion of your fare that was used, or provide reimbursement for other expenses, we have a refund for both of the fees you had paid for your delayed bag Reimbursement Yesterday I sent you an email requesting your receipts for interim reimbursementI am happy to review any receipts you may have for the six days you were without your bagI look forward to working with you on thisWe Can Do Better All that being said, I do appreciate you taking the time to share your feedback with usWe are always seeking ways to improve as an airline, and I assure you that the leadership team at both Miami and Orlando have been notified of your concernsWe use these situations as training opportunities to ensure the experience is not repeated Regards, Customer Relations Specialist Frontier Airlines