Frontier Airlines

Response Email 03/16/12:AM Hello [redacted] , Thank you for contacting us regarding your baggage claim starting in AugustI apologize for the lengthy delay, this is not the expectation we want our passengers to have Reimbursement My research indicates that you spoke with Latonia in Central Baggage on 3/and she has stopped payment on your check and reissued it to your new addressPlease allow at least 4-weeks for deliveryI apologize once more for any frustration surrounding this delay and assure you it is important to us that you receive your reimbursement We Value Your Business Please let me Latonia know if you have any additional questions and as always, we're happy to helpWe look forward to seeing you on your next flight 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 meI appreciate the attention you have brought to this issue and it encourages me to continue to fly with Frontier Sincerely, [redacted]

03/01/06:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for letting me know about your flight delay on February 12th when traveling from Islip to TampaI'm really sorry to hear about this disruption to your travel plans Safety is Our Priority At Frontier, we are focused on providing a good experience to our customers and I know we failed to meet this commitment during your recent travelsDelays can be frustrating, but safety is our top concern and periodically our flights have to be delayed or cancelled for this reasonPlease accept my apology for the unexpected interruption, and the wedding which was missed as a resultIt's never our intent to disappoint our passengers Compensation I understand your frustration with the delay you experiencedBecause you flew your flight to Tampa, your reservation doesn't qualify for a refundHowever, I do see that you and [redacted] were issued Frontier vouchers in the amount of $each to win back your confidence with us Each member of your party may use this voucher towards future Frontier travelYour vouchers expire on May 16, but you do not have to fly before thenTravel just has to be reserved before the expiration dateI have listed your voucher numbers and further voucher redemption details below for your reference [redacted] : xxxxxxxxxxxxxxxxx [redacted] : xxxxxxxxxxxxxxxxx We Value Your Business Thank you again for contacting us about your recent experienceI 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 Regards, Customer Relations Specialist Frontier Airlines

05/11/11:AM [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI researched your reservation and found you purchased a non refundable ticket and it is marked used as you flew from Dallas to Denver and returned Denver to Dallas since you missed the DEN to MKE flightAs a customer service gesture we are refunding $to the credit card ending in [redacted] for the unused MKE to DFW segmentPlease allow one to two billing cycles for that to occurKindly,***Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/09/01) */ Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns First of all I would like to apologize for our lack of communicationI'm sorry you were advised to faxed and emailed your receipt to the incorrect departments I appreciate you sending your hotel receiptI have requested a check refund in the amount of $for your hotel to be sent to your Callaway address Your continued support is very important to usTherefore, we hope this incident does not prevent you from flying with us in the futureWe hope to have the privilege of serving your future travel needs under more pleasant circumstances Kind regards, [redacted] Frontier Airlines Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although Frontier did respond via email they would reimburse my full hotel bill, it's been two weeks and no payment has been receivedFrontier has also NOT responded to my email requests for an update on the payment status and/or tracking number for delivery of my refund Until my refund is received I will not accept Frontier's response [redacted] cell Final Business Response / [redacted] (4000, 14, 2015/10/11) */ Dear Mr [redacted] , We have received your rebuttal as submitted to the Revdex.com As I mentioned in my previous email, I sent out a check request on August This will be sent to the address on filePlease allow 3(9/21/XX)-X (XX/12/15) weeks for delivery Regards, [redacted] Customer Relations Specialist Frontier Airlines Final Consumer Response / [redacted] (4200, 16, 2015/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of today, 19Oct2015and one full week past your self-imposed due date of 12Oct2015no payment has been receivedYour rebuttal is hereby rejected I also drafted a second letter of complaint to the Colorado Attorney General's Office and dropped it in the mail a few moments agoI will continue to send letters until I receive my refund I continue to be amazed at the lack of responsiveness on the part of Frontier Airlines to resolve a relatively simple refund from a cancelled flight due to an "Elite" (chuckle) member of your frequent flier club Enjoy your week

Complaint: [redacted] I am rejecting this response because:It seems as this will be a slap on the hand for that crew! they will continue to be rude, bias, and insulting to others who fly with FrontierWe are negating the fact one of the attendants went as far as assaulting me when tugging at my arm unprofessionallyLet’s look into compensation to build a better rapport.I would love to know if all frontier employees are the same or was it just one bad flight! It definitely won’t be on my expense! How bout yours frontier! The NAACP probably would handle this better than the Revdex.com! I know racism when I see it! Sincerely, [redacted]

Response Email 03/24/07:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Explanation of Fees I apologize for any confusion or miscommunication regarding our baggage feesOur bag prices increase based on when the bags are added to the reservationIn this way, bags which are added at the time of booking on our website will be the cheapest, and the prices will increase from thereI'm sorry if this was not explained more clearly before you made your purchaseWe are respectfully unable to compensate for the difference which you noticed We Hear You We are constantly reviewing our fares and pricesI understand where you're coming from and I'll share your concerns with our Marketing teamWe appreciate your feedback and we want to use it to improve however we can in the future Come Back Soon Thank you for taking the time to share your concernsI'm sorry to hear about your past experience, and I'm confident that your next flight with us will be a much better one Regards, Customer Relations Specialist Frontier Airlines

11/01/03:PM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondPersonal Items Personal itemscan be no larger than 8” deep, 18” wide, and 14” long (including handles, wheels, and straps)If any of that does not fit in the sizing bin passengers will be charged at the gateWe tell passengers to think small back packIt is up to our agents to identify bags they think exceed personal item size, and charge accordingly Refund Request After reviewing my records, your refund request has been deniedAccording to my records, the wheels were sticking out of the sizing bin, which is why you were chargedPlease remember, bag charges at the gate will always be higher than if purchased prior to travel Although we realize this is not the answer you were hoping for, in fairness to all customers, it is important for us to remain consistent Thank you for sharing your concerns with us today Regards, [redacted] Customer Relations Frontier Airlines

Initial Business Response / [redacted] (1000, 11, 2015/09/03) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We apologize for the delay of your baggage when you traveled with us recentlyIn 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 certainly apologize for any inconvenience this delay created for you We requested a refund of your $checked baggage feeThis should be processed on our side within days, with the refund going to the [redacted] ending in [redacted] We would invite you to request reimbursement for any qualified interim expenses you might have hadPlease include your name, the address to send the check to, your telephone number in case we have any questions, your reservation code [redacted] incident # ***XXXXXXXXX, and the original receipts for your interim expensesWe request the original receipts, but suggest that you make copies for your personal recordsPlease send the above information to the address below Frontier Airlines, Inc Attn: [redacted] POBox XXXXXX Denver, Colorado XXXXX If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:am-4:pm Mountain time Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

10/05/10:AM Hello ***, Thank you for letting me about your recent Frontier experienceWe are growing incredibly fast and it's feedback like this that help us identify where we can improve as an airline.Our ApologiesI'm sorry to hear that your onboard experience wasn't as expectedYour description of the Flight Attendant's behavior is concerning and I can only assure you this is not the type of service we strive to provideI'm sorry that happened to you As a gesture of apology, please accept these $vouchers for a future Frontier flight These vouchers must be redeemed by their expiration dates but you can actually fly as far out as the Frontier schedule permits The voucher numbers are : [redacted] for [redacted] expires 1/3/ [redacted] for [redacted] expires 1/3/Please see below for the redemption instructions.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 thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated I'm so sorry to hear about the issue with your seats so I have refunded $to the Visa Card ending in [redacted] and another $to the Master Card ending in *** Come Back SoonI apologize again and highly encourage you to give us the chance to impress you on your next flightI'm confident your next experience with us will be a good one!Best wishes, [redacted] Customer Relations Frontier Airlines

10/06/07:AM Dear [redacted] ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond While our agents were unable to accept your checked bag for flight 1133, they are required to remain professional and I'm sorry that wasn't your experience As indicated in our August reply to your concerns related to your experience at our ticket counter, we have made your comments available to our Customer Service management team for training purposesYour comments and those from other passengers help us to identify areas that need to be improved and we're grateful for your feedback We operate our flights under our Contract of CarriagePlease see Section Chetimes, Paragraph DTime Limit for Checking Bags, which states: Baggage to be checked must be presented at the airport within the minimum chetimePassengers who present baggage after the minimum chetime may be refused transportAt some airports, the counter may close at the checut-off time, in such cases, passenger and baggage cheare not permitted after the chedeadlineIn the event that baggage is accepted after the minimum chetime, the passenger will be liable for any costs and fees for the bag to be delivered in the event that it is not carried on the same flight Your request for a waiver of the applicable change fee for your Economy fare has been reviewed and is denied Sincerely, [redacted] Customer Relations Frontier Airlines

12/13/01:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI am very sorry that I did not state that our system time is Mountain Standard Time as we are based in DenverTherefore 5:AM in our system is 7:AM Eastern Time where your flight originatedYour flight's departure was 7:AM Customer Relations Our CR department is the highest level of customer service at FrontierI am constantly in contact with our onsite supervisors and the Manager of our departmentI have consulted them about your incidentYou have received our resolution of this incident Our Resolution I know this is not the resolution you desire, however every indication in our system is that you were simply late for your flightThere is no reason any of our employees would deny boarding to a passenger if our system had not locked up due to it being after the minute checut off Our Responsibilities I am sorry you missed your flight, however we have done everything we can to try to help you with this issue, however passengers must arrive at the checounter before minutes before departureWhen this does not happen, the flight is missedOur agents made no errors with applying our policies in this situation Re-booking In addition I regret that we could not find you a seat on another flight because it was fullAll airlines, including Frontier overbook some of their flights because history shows us we will have several passengers cancel and seats will become availableThis is a standard practice that all airlines doI am sorry it created a problem for youIt is never our intention to be insensitive our our customers needs Our Regrets In summary, it is never pleasant to miss a flightThe inability to book after the minute cutoff is actually determined by our systemIt will stop allowing bookings for a flight at that minute time periodOur agents book up until the system will not allow themThis eliminates human error from this very important decisionWe can offer you no compensation for expenses incurred due to a missed flight Kind Regards, [redacted] Frontier Airlines

03/03/11:AM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns As stated in our Terms and Conditions, that must be agreed to prior to the purchase of a flight reservation, we are unable to refund flights booked less than seven days in advance of travel Thank you for contacting me about your experienceWe are growing incredibly fast and it's emails like this that help us identify where we can improve as an airline Kindly, [redacted]

Thank you for contacting us with your request for a refund of the $ I want to make sure I understand what occurred here When you booked your reservation back in July, you didn't realize that the connecting flight from Denver to Las Vegas was the next day on October When you realized this, you called in to change your reservation on October Here is what I see in our records: Flight BIS-LAS adults Flight LAS-BIS adults The Works adults Total You had a credit from a previous reservation Amount Due to Frontier You made a payment on Visa card ending in [redacted] on July You made another payment on Visa Card ending in [redacted] on Oct Balance The $is the fare difference between the flight you took which was and the flight what you were originally booked on which was $ According to our notes, you were advised of the differences in the fare and you agreed to that I believe what you are saying is that Frontier should be responsible for the difference in the fares because its your opinion that the flight information was not clear that the connecting flight was the next day and had that been more clear, you would not have booked that flight in the first place You are calling this Frontier's error ***, we encourage our passengers to review the itineraries very carefully when they are first issued so that any errors can be identified shortly after the reservation is made I see that you purchased The Works which allows for full refundability of your fare and waives any change fees The only expense you are responsible for when you rebook, is any difference in the fares which is what you paid I am very sorry that it was not clear to you that the connecting flight was the next day but that is how airlines post their flights I am sorry but I am unable to refund the difference in the fares of $ Please accept my apologies for any confusion this may have caused you but I do hope you understand and that you will fly with us again at some future date Best wishes, [redacted] Customer Relations Frontier Airlines

07/29/09:PM Hello [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We Here You Thank you for advising us of the difficulties you had understanding our Reservations agentIt is certainly not our intent to have our customers unable to communicate and I have shared your feedback with Reservations ManagementWe regret you had a poor experience Connecting Flight I understand that due to poor communication, you were unable to make your connecting flightIt doesn't happen often but when it does, we do all possible to get our customers on the next available Frontier flight or make other arrangements for themIn your case the next available flight wasn't until the afternoon of the next day What I Can Do I can provide a voucher for future travel for the amount of $( [redacted] ) for the segment you didn't fly with us.The voucher must be redeemed by January 28, 2017, but you do not have to travel within this time frame We hope you will still consider flying with us in the futureI'm confident your next experience will be better! [redacted] Customer Relations Frontier Airlines

Hello [redacted] , Thank you for contacting Frontier Airlines about the experience you had at the [redacted] airportI apologize for the conflicting information you received and for the way your situation was handledCarrying On Items We do allow one personal item to be carried on for free as long as it fits within the following dimensions: 8" in depth, 18" in width, and 14" longIt sounds like your laptop bag should have been considered a personal itemI apologize that the agent you spoke with was not aware of this policyI appreciate you letting us know about her error so that we can ensure your experience is not repeatedCarry On Fee I understand that you put all of your items into your checked bagBecause you did not use the carry on bag you prepaid for, I have refunded your carry on bag feeThis $refund is being processed to the card ending in ***You should see this refund reflected in your statements within business daysAgain, I apologize for the situation at the airportI hope we will have the opportunity to provide a smoother travel experience for you in the futureKindly,Customer Relations SpecialistFrontier Airlines

Response Email 02/16/01:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our records indicate that a schedule change has occurred for your upcoming itineraryWe apologize for any inconvenience this change may cause.As per your conversation with our Reservations Specialist on February 8, 2018, your refund request has been approvedWe have refunded the total amount of $639.96, which is the total amount paid for the ticketsWe have also refunded, as requested, the Discount Den membership fee that was paid last January 28, 2018.Please allow up to days for the airline to process the refundAfter Frontier Airlines completes the refund, your bank will take a few days to post the funds to your account.Along with our sincere apologies, we have issued an electronic voucher in the amount of $per person, which can be applied towards your next Frontier Airlines 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:1.) xxxxxxxxxxxxxxxxxx [redacted] 2.) xxxxxxxxxxxxxxxxxx [redacted] These vouchers must be redeemed by May 9, 2018, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allowsCome Back SoonI apologize again for your past experience, and I highly encourage you to give us the chance to impress you on your next flightI'm confident your next experience with us will be a good one!Regards,Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Dear [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns After review of your situation, I found that there was some miscommunication that occurred in regards to your refund that you were supposed to receive back in early spring of this yearI apologize that it has taken this long to provide you with the correct refunds Our Customer Relations agent, [redacted] , was correct in that we do not normally refund exchange fees or service fees, even if a flight is cancelledHowever, due to the miscommunication and mishandling of your refund, I will make sure that all your monies are returned to both you and your business credit card I am currently checking with our Refund specialist as I do not have access to see how the funds have been processedI will provide you with an update as soon as I hear back from him regarding your refundsIn the meantime, I would just like to clarify that $for the airfare and $for a bag fee should have been refunded to your personal credit card and $should have been refunded back to your business credit card for the exchange and service feesPlease let me know if that is not correct If you have received any refunds as of now, please also let me know of this so we can get it corrected quickly I would like to thank you for your patience and understanding as we look into this concernI hope to get back to you before the end of the week Kindly, [redacted] Customer Relations Lead Frontier Airlines Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) They proposed to refund the $difference that they agreed before, so I accepted They made no comment about my request of refund my portion of prepaid hotel of $though

Initial Business Response / [redacted] (1000, 7, 2015/08/20) */ Dear [redacted] ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We do have a strict minute cut off and recommend passengers [redacted] hours prior to avoid any unforeseen delaysPassengers [redacted] have their boarding pass [redacted] hand and any bags dropped by this time or will need to be accommodated to a later Frontier flight with any feesPassengers [redacted] have the option of checking in online and printing their boarding pass [redacted] home and if not checking a bag can go to security then gate In reviewing the flight information the flight was delayed due to weatherThe flight was delayed pushing out at [redacted] it then waited for clearance to departPassengers [redacted] advised to arrive at the original scheduled departure time I'm sorry for any confusion when your wife called to rescheduleOnce past the fight departure it was changed to No ShowRespectfully, we would not refund or reimburse any additional expensesThe fare purchased is non-refundable and you must have your boarding pass [redacted] hand by the minute cut offAs a customer service gesture a travel voucher in the amount of the fare purchased [redacted] has been issued for you to use one year from the [redacted] date of issue To redeem your voucher, visit [redacted] and go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: To redeem your voucher, visit [redacted] and go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: XXXXXXXXXXXXXXXXX You can view check in requirements at [redacted] Sincerely, [redacted] Customer Relations Specialist Frontier Airlines A few more things to know about the voucher: It's not redeemable for cash It's valid for year from the [redacted] 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 Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I wanted a full refund back to my card since I do not want to fly with frontier ever again but I'll settle for the voucher I suppose

This response from frontier airlines is not acceptable, I asked them to review the call so they can see they were at faultObviously frontier airlines did not review the callI had to pay for another hotel stay due to the incompetency of their customer service representativeNot only did I have to pay for extra hotel stay I missed a day of school and I am there on a scholarshipIn the previous complaint I asked for a refund just the airline fareThis response from frontier airlines is not acceptableI would like this complaint to be escalated to either the frontiers Airline or Revdex.com