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]

Response Email 05/21/10: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 that your flight has been cancelledWe strive to get our passengers to their final destination as timely, and seamlessly as possibleI'm sorry for the unexpected delay, 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 reasonMy research indicates that your delay was caused by a maintenance issuePlease accept my apology for the unexpected interruption We Care About You! I am unable to refund your fare price, as I am not able to refund for flown travelIt is important for us to keep good relationships with customers like youIn an effort to make things right, you were issued a $voucher XXXXXXXXXXXXXXXXXXI hope to prove we can do better! Your voucherexpires on August 2, 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 belowCome 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

WE did call Frontier and we both talked to them on the day before the flight and the day of the flightWe were NEVER told of any charges and in fact we were told that we could fly out at a later date but that we might need to pay an increased fair depending on the time and the date

09/29/02:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond As we discussed on the phone your flight on September 23, was uncontrollably delayed by weatherWe do not provide compensation in a case like that and we still do not refund tickets that have been flown on Your business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight.Kindly,***Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 10, 2015/06/17) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We are sorry that you experienced a lengthy hold time when calling our Reservation departmentTypically, our reservation agents are able to handle any travel related concerns in a timely manner and I regret if our agent require additional time to assist in your concerns According to our records, you have been in contact with Frontier on multiple occasionsIn researching, you contacted Frontier on the following dates: [redacted] - You called and stated you were at the airport minutes prior to departure but you were marked as a no-show in errorYou were advised there was not a credit due to the no-show status [redacted] - You called and stated you were marked as a no-show in error and requested credit for the flight and you were advised you didn't have a credit due to the non-show status [redacted] - You sent an email to Frontier indicating you were unable to make your flight on [redacted] due to a legal matter (Frontier responded on [redacted] Request for credit was denied due to no-show status [redacted] - You called inquiring about a credit and you were advised there was not a credit due to the no-show status [redacted] - You called inquiring about a credit and you were advised there was not a credit due to the no-show status [redacted] - You sent an email to Frontier requesting a refund (Frontier responded on [redacted] You request was denied due to the no-show status Per our policy, all Economy fares must be cancelled prior to the departure of a flight in order to retain their value (less applicable fees)Failure to show for any ticketed flight will result in forfeit of the remaining value of the ticketThe Economy ticket you purchased holds a [redacted] change fee when cancelled prior to departure and a fare difference may apply at time of rebooking You indicated you missed the flight because the flight departed minutes early however, I was unable to find where a boarding pass was issued for youAll passenger are required to present a boarding pass in order to proceed through securityIn addition, all passengers are required to be at the gate no later that minutes prior to departureOnce all customers are checked in and onboard the aircraft the flight can depart up to minutes early Regrettably, we are unable to honor your request for credit of the missed flightWe understand that this may not be the answer you expected, and we are sorry to disappoint you Sincerely, [redacted] Customer Relations Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because I was told I would get credit for my return flight by and agent I and they will not honor it now ! Final Consumer Response / [redacted] (4200, 16, 2015/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) They still refuse to give my refund !!!! Final Business Response / [redacted] (4000, 18, 2015/08/02) */ Dear [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Please note that the ticket you purchased was an Economy fareEconomy tickets are non-refundable, non-transferable, and must be cancelled prior to travel to retain their valueSince your ticket was not cancelled prior to travel the value has been lost, and a refund is not possible For more information please see our Contract of Carriage, which was agreed to at the time of purchase, by using the following link: [redacted] In fairness to all customers, it is important for us to remain consistentWe appreciate your understanding and we look forward to the opportunity to serve you again aboard Frontier Airlines Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because: I was at the Frontier ticket counter BEFORE the 45min cutoff and there was NO employee at the ticket counterFrontier has violated their own policy by closing their ticket counter early, BEFORE the 45min cutoffI have provided PROOF in the form a a gps time stamp that shows I was at the counter BEFORE the 45min cutoffFrontier has provided NO proof that I wasn'tI also have an eye witness that will sign an affidavit confirming I was at the ticket counter before the 45min cutoffThe TSA agent located right next to the Frontier ticket counter confirmed to me twice that the Frontier employee left "a few mins before I got there" and I got there BEFORE the 45min cutoff, which is again more proof that Frontier violated their own policy and closed the ticket counter earlyI have provided PROOF that I was there BEFORE the min cutoffFrontier has provided NO PROOF that I wasn'tThere are also stories from customers all over the internet that establishes that Frontier has a pattern and history of closing their ticket counters early causing customers to miss their flightsFrontier violated their own policy and is negligent in causing me to miss my flight Sincerely, [redacted]

09/18/01:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Flight Change Our flights are fluid with times often changingWe encourage all passengers to stay up-to-date with flight status, including any further changes to departure timesAfter looking into your account I see multiple emails were sent to [redacted] regarding the change in flight timeAnother way you can keep up to date with travel is by checking Real Time Flight Status at www.flyfrontier.com or via the new Frontier Airlines Mobile AppReservations I understand you reserved your flight 1/months prior to your trip and I am sorry that these plans changedI understand you're flying with us because you have somewhere to beThat's a reasonable expectation! Flight changes can be frustrating, but periodically our flights have to be changed to different timesPlease accept my apology for the unexpected interruption Our Apologies I know you are dissatisfied with your return flight home and I am sorryIt sounds like you had plans to arrive at the airport at the same time as your daughter to give her a ride and this did not happenI understand how stressful it is to have to rearrange your plans because of a schedule changeI again apologize that this happened to you and I assure you this is not our regular operations Compensation I'm really sorry that you are disappointed with our resolution in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to remain consistent Although I 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 situationAt this time I can not offer you reimbursement for $for the rental car you had to useYour $vouchers will remain in our system for redemption until they expire on Dec-5-Voucher number ( [redacted] - [redacted] )Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.Thank you for sharing your concerns and I am sorry for any inconvenience this may have caused you.Kindly, [redacted] Customer ServiceFrontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Dear Mr. [redacted] , We have received your correspondence as submitted to the [redacted] and appreciate the opportunity to address your concerns. Please accept my apology for any delay in responding to your request for using your... miles for [redacted] membership. In reviewing it appears it was mailed [redacted] On [redacted] the electronic form to print and take to the [redacted] was emailed. The certificate was emailed again on [redacted] with an attempted phone the same day with a voice message left. We are committed to providing our passengers [redacted] requested information and regret that we fell short of this when you contacted us regarding your miles expiring, how to redeem for something other than a flight and previous information no longer available. We have high expectations of our employees and are disappointed not all questions were answered. For training purposes; we have made your comments available to the [redacted] manager. Respectfully we would not pay for the family membership to the [redacted] or replace minutes spent on the phone. With our recent updating not all functionality has been restored which is why you were unable to check the information online. As mentioned in the previous email our [redacted] expiration policy changed. All members will need to have positive activity once every six months to avoid expiration of their miles. Thank you for your patience. Sincerely, [redacted] Specialist [redacted] Airlines

06/30/07:PM Hello [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOn the image below you can see at the bottom, right before you hit the purchase green button, you have to select the box " By selecting you are agreeing to the Terms and Conditions" to finalize your purchase.When you click on the "Terms and Conditions" it takes you to another page with all of our Terms and ConditionsAs you can see on the second paragraph we do indicate that if you do cancel your flight, your ticket will retain its value for days, and the value of your ticket may be applied towards the purchase of a future ticket subject to a change fee of $99.Our ApologiesUnfortunately due to our policy that was agreed to at the time of purchaseI am not able to refund any form of compensation in the form of money back into your debit cardIf you do cancel your flight , your ticket will be retain its value for days, and the value of your ticket may be applied towards the purchase of a future ticket with FrontierWe appreciate your patienceKindly, [redacted] Customer ServiceFrontier Airlines

Response Email 03/03/06:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI am sorry to hear about the length of delay in reimbursing you through a checkI can assure you that the check was placed in the mail on March 1stI do recognize that this experience has been a poor one and am confident we will continue to improve our check process and to remedy issues like the one you experienced I understand that you are seeking a refund as a means of compensation for this issueWhile we're unable to provide a refund for any portion of your fare that was used, or provide reimbursement for other expenses, we have issued the $voucher as additional compensation due to this issue You have mentioned assigning the voucher to you sonI would be happy to transfer your voucher for the amount of $towards your son so that it will be used on his upcoming trip Please provide me the name of your son so that I can transfer it over to him I look forward to hearing from you regarding this and thank you for taking the time to reach out to us Kindly, Customer Relations Specialist Frontier Airlines

04/07/11:AM (CR) [redacted] , ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsI am sorry for the inconvenience that the canceled flight caused you when traveling to Cancun on September 14th, Please know that the safety of all passengers and staff is our number one priorityHowever as we previously explained, your travel was with [redacted] and you will need to contact [redacted] directly: please contact them at ###-###-####, ext***, or ###-###-#### or via email at [redacted] Therefore your request for tickets valid for year, has been deniedYour business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flightKindly, [redacted] Customer Relations SpecialistFrontier Airlines

02/22/08:AM Dear [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsWe are disappointed that you are not satisfied with our resolution in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to remain consistent and we will not be able to honor your request for a refund, since you were not checked in prior to our minute cut offI'm sorry you feel this is unethical, but we are not required to keep the ticket counter open past our minute cut off.Your voucher will remain in our system for redemption until it expires on 3/11/and cannot be extendedAlthough vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.Thank you for sharing your concerns.Sincerely,***Customer Relations SpecialistFrontier Airlines

Complaint: [redacted] I am rejecting this response because:Same exact response I got previously Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/19) */ Dear Ms [redacted] , We are in receipt of your correspondence with the Department of Transportation and the Revdex.comWe appreciate the opportunity to address your concerns Please accept our apology for the flight disruption your daughter recently experiencedThe 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 circumstancesIt is never our intention to disappoint our customers Flight [redacted] from Orlando on September was delayed due to downline delayed due to previous maintenanceDuring times when we are experiencing cancellations or delays due to mechanical related issues, we do compensate passengers during mechanical related delays, as you and your family were compensated $100, which is our maximum compensation Our records indicate you were corresponding with our Customer Relations Lead, ***As a customer service gesture she re-issued your vouchers to $each to reflect the breakfast and lunch vouchersYour flight departed at 3:so dinner vouchers would not have been issued Please accept our sincere apology in which we are unable to grant your requestAs per our policy, vouchers are not redeemable for cash.We 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 and 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, 7, 2015/09/23) */ ***Document Attached [redacted] The option is still the same from frontierwhich is pointless for meI only have a minimum amount of vacation time within one yearSo what they are presenting to me will not workThey are first expecting that I use the tickets for my children and me by November Even if I had vacation time available my children are in schoolSecond they are still not unwilling to compensate me for the total told to me I would receive in vouchers which was $total each passengerI am wondering was any other passengers on the same flight/day/experience submitting a complaint with your company? If so they can verify what was told to us Final Business Response / [redacted] (4000, 9, 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 The option is not the same, the vouchers expire November 30, you only have to book your flight before that dateYou can fly out as late as April 4, No other passenger received $150, you have the largest dollar amount in vouchers We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances Regards, [redacted] Customer Relations Specialist Frontier Airlines Final Consumer Response / [redacted] (2000, 11, 2015/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am excepting it because I know for me after this use I will not use that business anymore and will let all of my friends and family considering using the airline not to!

Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We are committed to providing our passengers with a pleasant and enjoyable flight experience and regret that your travel plans were disrupted in Denver on April 21st We recommend passengers arrive hours before scheduled departure, as reservations and seat assignments are subject to cancellation for passengers who fail to make themselves available for boarding at the departure gate at least minutes prior to departureOur records indicate that flight left the gate at 6:AM which was minutes after our minute-cutoff and in line with our policiesFor more information please see the "Involuntary Ticket Cancellation" section of this http://www.flyfrontier.com/travel-information/travel-policies Once a flight is closed, our agents are unable to reopen the flight to print passes, check in baggage or allow late boardingIf a flight is missed, passengers [redacted] offered the next available Frontier flight with open seatsA fee is then collected based on ticket type, which is non-refundableSince this fee was properly assessed, we are not able to refund it Please accept our sincere apology for the phone wait times you experiencedWhile Customer Relations stops taking calls at AM, all calls that are in queue prior to 11:are answeredWe encourage our passengers [redacted] file a written complaint on our website We hope to have the opportunity to serve you again under more favorable conditions Kind regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I fully understand that its recommended that you arrive hours before your scheduled flight, and had we been late, I would have accepted thatWe were not lateWe were there at the gate at [redacted] and the gate was already closed and no one in siteI don't know where you guys are getting your time stamp from, but I can assure you it was not still open at [redacted] None of the other doors closed before the actual flight time, and when the doors did close, they still opened the doors for people who were lateThis is not okThere were so many plans that had to be cancelled during our vacation due to this issueI have used you guys so many times between flights for myself and for family and friends and you guys claim to want to be customer service friendly and you are not trying to make this situation rightIt takes you forever to get back to your customers, and when you do you don't even try to help them with these situations that are your faultI do not accept your response and would still like you to refund the full amount of [redacted] for this issue that you are completely at fault forAgain, I could understand if all the other flights were done the same and you actually closed gates mins prior to the actual flights and didn't let people on the plane after doors had closed, but the HOURS that we were at the airport watching every other flight take off showed us that you always wait till at least the flight time before closing the doorsPlease make this right and if you at all care about keeping a very loyal customer Final Consumer Response / [redacted] (4200, 11, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this as a closed solutionAgain if we had been late even by a min I would completely take responsibility for this, but I don't think its right to close the doors mins before the scheduled flightEvery other flight waited until the time of the flight except for oursWe were on timeI don't understand why frontier isn't trying to work with the customer in any wayYou haven't tried to offer anything to apologize for this situationAt this point I understand that you are refusing to do right by the customer and give me a full refund, so the least that you could do is offer a credit towards another flightThat is honestly the least you can doThis issue will not be resolved until you are willing to do something to make this right other than saying "sorry about your bad luck" Final Business Response / [redacted] (4000, 13, 2015/06/22) */ Dear Ms [redacted] , We have received your second rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Our flight did not close earlier than our policies allowIf you were in the gate area on time, you would have had the opportunity to boardOur Contract of Carriage states, "Tickets and seat assignments are subject to cancellation for passengers [redacted] fail to make themselves available for boarding at the departure gate at least minutes prior to scheduled departure." For more information please visit: http://content.flyfrontier.com/contract-of-carriage Unfortunately, we are not able to provide compensation for missing a flight Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

I know for certain that both myself and my wife called FrontierWe both told the agent that I was too sick to flyWe both were told that I could fly out at a later dateNothing was told to either of us about a $chargeFirst Frontier said that I flew out, then they said that they didn't show a flight out, but I must of flew backThey claim that they pulled the call now, and that they told my wife about the $charge to re-book the flightSeems like they will just keep changing their story to suit their needsI really have nothing more to say about this companyWe will look elsewhere when booking flights no matter the cost

Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsWe apologize for the errorI have reinstated the 88,miles and your new expiration date is now July 5, We look forward to the opportunity to serve you again aboard Frontier AirlinesRegards, [redacted] Customer Relations Specialist Frontier Airlines Tell us why here

02/16/06:AM [redacted] ,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Schedule changes are often necessary for an airline to provide quality service While these changes rarely occur, we do recognize they can be inconvenient There are circumstances when Frontier Airlines does not assume liability for missed events, hotel reservation or ground transportation Each airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions, of liability.However, I can assure you that Frontier is not unsympathetic to the inconvenience that our passengers experience when a schedule change occurs So, could you please provide me with a copy of the new airline reservation you purchased supporting that the fare was paid and I will have it reviewed for a possible reimbursement of the difference in the fares minus the refund you received from Frontier.Respectfully,***Customer Relations SpecialistFrontier Airlines

Hello [redacted] , We have received your correspondence as submitted to the RevDex.com and appreciate the opportunity to respond. On behalf of all of us here at Frontier, please accept my apologies for the confusion and frustration you experienced at the [redacted] airport on July 21st. ... Flight [redacted] According to your reservation record, [redacted] , you and your sons were scheduled to fly with us on Flight ***, departing [redacted] at 12:40 AM on Friday, July 21st (just after Thursday night, beginning into Friday). It also shows that no one in your party appeared for the flight on Friday morning, resulting in each passenger being listed as a "No Show" on the flight manifest. According to the reservation record and our previous correspondence, you and your sons arrived at the [redacted] airport on the evening of Friday, July 21st and attempted to check in for the Flight [redacted] that was scheduled to depart at 12:40 AM on Saturday, July 22nd. While this flight did incur delays, unfortunately, you are not entitled to compensation to it as it was not the flight you were scheduled to take with us. Delayed Baggage I'm sorry to hear that your baggage got separated from you on the day in question. I'm glad to see, though, that we found your bags and they were delivered to you on July 28th! I can only assure you that this experience isn't typical of the standards we strive to maintain for our customers and their baggage. Customer Service Is Key We have high expectations of our employees and I'm disappointed with the behavior you described of our airport agents and our Reservations representatives. Please be assured that we take these matters seriously and that I am making your comments available to the managers of the [redacted] station and the Reservations team so they may follow up on this valuable training opportunity. Customer Care My research shows that a full refund of your purchase price, totaling $326.94, was issued back to the credit cards on file on July 22nd. They should be visible on your statement by this time. Please know that this is a customer service gesture above and beyond what we're required to provide for a "No Show" situation. Per our Contract of Carriage, anyone failing to appear for their flight forfeits their ticket and all its value. I hope this information helps. We look forward to serving you and your family on all future Frontier flights! Sincerely, Customer Relations Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/12/22) */ Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We regret to hear you experienced difficulties while attempting to use our website We understand how frustrating this must have been and apologize for any inconvenience you encountered You mentioned in your complaint you immediately contacted us for a refund and our records indicate yo mad the reservation on August and then contacted us August to set up a refundYou were then advised you didn't purchase "The Works" and were advised you had a credit but were unable to refund your ticketYou contacted Frontier again on 12/and requested a refund and you were advised again it was non refundable and was advised your credit was valid for day (until 11/27)Our tickets have not been valid for a year since June I understand your frustration with having to forfeit your ticket which is no longer in our systemThe value of your tickets were $per person, any changes made to an economy ticket is a $change fee plus any current fare differenceAs a customer service gesture I have issued you and Dawn vouchers in the amount of $123.00, ($value minus 1/the change fee $50) As a gesture of apology, we have issued voucher number [redacted] (***) and [redacted] the amount of $which can be applied to your next online booking at www.flyfrontier.com This voucher must be redeemed by January 17,2016, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows Regards, [redacted] Customer Relations Frontier Airlines [redacted] Just follow these simple steps to redeem your voucher: Visit www.flyfrontier.com and select your flight On 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