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Frontier Airlines Reviews (813)

Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for letting us know about your flight from Dallas to Denver on January 31stI'm sorry to hear about how the flight delay you experienced impacted your travel plansOur ApologiesI regret any frustration when arriving at the airport early, only to find the counter closedMy records indicate that your flight was scheduled to depart at 5:AM, so our agents should have arrived at the counter at 3:AMI'm really sorry to hear that they were not there right on time, although we do appreciate you letting us know about thisMy records show that our airport agent successfully checked you and your baggage in at 3:AMSafety is our PriorityI understand you're flying with us because you have somewhere to beThat's a reasonable expectation! Delays 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 interruptionIt's never our intent to disappoint our passengersGround OperationsIn the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are unavoidableThis is a situation faced by all airlines and, try as we might, no air carrier can guarantee that all flights will depart or arrive on scheduleWe Care About YouI understand your frustration with the flight disruption you experiencedBecause you flew your flight to Nashville, your reservation doesn't qualify for a refundHowever, we’d like to offer you a voucher (#xxxxxxxxxxxxxxxxx) for $to win your confidence with us backYour voucher expires on May 7, 2018, 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 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 oneRegards,Customer Relations SpecialistFrontier Airlines

03/03/11:AM ***, We're sorry to hear you had an emergency situation that caused you to cancel your flightsThe agents you spoke with when you called are business partners; they do represent Frontier Airlines and follow our ticket policiesOur agent was correct in advising you that you are not eligible for a refund of your ticketsYou can visit our website at https://www.flyfrontier.com/travel-information/travel-policies/ for more information regarding emergency eventsRecords show our agents received an acceptable medical waiver and your flights were cancelled and they waive the change fee upon re-booking your flightsIf you can provide medical documentation that you are unable to fly before the expiration of your ticket credit we would then review your request to refund your ticketI understand this may not be the answer you were hoping for and regret any disappointmentThank you for sharing your concernsKind regards, [redacted] Customer Relations SpecialistFrontier Airlines

Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsI'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 consistentAlthough 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 situationYour compensation will remain in our system for redemption until it expires on March 28th 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.Kindly, [redacted] Frontier Airlines

***, I'm sorry to hear you weren't able to board our flight before the final boarding callWe include boarding times on our boarding passes in an effort to make sure our passengers know when they need to be at the gateWhile we aren't able to hold flights for passengers who miss all boarding calls, we never want our passengers to miss their flights and I'm sorry that you weren't able to travel as planned on your birthdayAccording to your records, your name wasn't removed from our passenger list until minutes prior to scheduled departure, minutes before flight [redacted] was scheduled to closeI see that an agent was able to arrange for alternate travel that arrived to Las Vegas 10:p.m., hour and minutes after your original scheduled arrival of 8:p.mWe 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 are grateful to you for your feedbackAs a gesture of apology, we have issued voucher number [redacted] in the amount of $50.00, which can be applied to your next online booking at www.flyfrontier.com This voucher must be redeemed by 3/23/2016, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allowsWhile we recognize this does not change your experience, we hope that you will choose to fly with us againSincerely, [redacted] Frontier Airlines Customer Relations [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 issueNote: 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

07/16/04:PM Dear [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Canceling a Ticket When canceling a ticket, there are only a few ways you can get a full refundYou can get a full refund if "The Works" bundle is purchased or if you tried to cancel within hour of when the reservation was madeWith respect, we can not honor your request for a refund because the bundle was not purchased and you are not canceling within hour of creating the reservationIf you decide to cancel your flight anyway, you will be charged a change fee of $Since the $ change fee is more than your flight you would not receive money backIf you do not fly with us on August 5th, you would be forfeiting the value of your ticketFor more information, please visit our website under the "Cancel a Ticket" tab I apologize for the inconvenience, but it is important for us to stick to our policyWe value you as a customer and hope to serve you aboard a future Frontier Airlines flight Kindly, [redacted] Customer Relations Frontier Airlines

Dear Ms [redacted] , I have talked to [redacted] and she cannot locate your list of missing itemsWith that being said, please provide me at [redacted] the following information– List of items that were missing from your bag, with purchase date and amount paid for items– Please provide receipts for any items that are over $If you donot have the receipt and they were purchased recently using either a credit card or a debit card, you may want to contact the merchant and provide them with the information off of the statement and they can reprint the receipt for you 3- Please send in the pictures of the damage that you have for your file– Items that you have that were damaged due to the makeup – please take to the cleaners and provide a paid receipt to me for reimbursementAs per the contract of carriage that you agreed to when you purchased your ticket, the sunglasses are not coveredI have attached a copy of the portion of the Contract of Carriage for your review If you have any questions, feel free to contact me between am and pm (Mountain Time), Monday through FridayThank you, ***Central Baggage SupervisorFrontier Airlines Phone: ###-###-####Phone: ###-###-####Email: [redacted] Email: [redacted]

Complaint: [redacted] I am rejecting this response because:Still waiting on Joe's response regarding reimbursement paymentThey've refunded me in full for the flight via credit card credits, so the refund issue is resolvedFor the reimbursement I was promised a check of $from Kayla (Customer Relations Specialist) on 12/20/17, and Joe (Customer Relations Supervisor) promised another on his email on 1/1/This brings the reimbursement total to $so far so I am still short $for the reimbursement since I paid $for the [redacted] flight back to San Diego after being stranded in Austin Sincerely, [redacted]

03/09/05:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondMy records indicate that on March 1st 2016, with your flight to [redacted] ***(***) you purchased Discount DENIt is a membership that incurs a monthly charge to useAs a one-time customer service gesture, since you did not use the membership after it renewed, I am able to refund the $charge back on to your [redacted] ending in ***I apologize for the confusion surrounding this situationI have also cancelled your membership so you will not be charged for Discount DEN again, unless you choose to re-enroll Thank you for choosing Frontier! We look forward to welcoming you on another Frontier flight soon! Best wishes, [redacted] Frontier Airlines

Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsThe pictures were reviewed and you were approved for reimbursementI issued your check for reimbursement for your baggage damage in the amount of $Your reimbursement check will be sent xxxxxxxxxxxxxxxxxxxxPlease allow 4-weeks for processing and deliverySincerely,Customer Relations SpecialistFrontier Airlines

Tell us why here...Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.InformationIf you are submitting a medical or death waiver we will need some more information in terms of the funeral and or a passenger not being able to fly on the datesPlease reply to this email and attach the death certificate or letter from funeral director on funeral home letterheadFor now we have to leave it as a Frontier credit for future use, but if you respond with more information to help me out in researching this situation, I can possibly honor a refundWe look forward to speaking with you soonRegards,Customer Relations SpecialistFrontier Airlines

05/12/02:PM Hello Return, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe Hear You We understand that you read the information incorrectly when you originally booked your flights and that you needed to make a change to your flightsHere at Frontier when a passenger makes a change to the reservation, we charge a $change fee per personI understand your frustration surrounding this charge, and I apologize for any inconvenience this may have caused youRespectfully we are unable to honor your refund request at this time In the future please know that we are able to waive the $change fee when changes are made within hours and when the reservation is made more than seven days prior to the flight departureWe recommend passengers thoroughly review their reservation prior to confirming the booking, however I understand that reading the departure time as 6:45am rather than 6:45pm is a simple mistake Making It Right Please know that we do value you as a customerIn an effort to make things right, each member of your party was issued a Frontier voucher in the amount of $each to use towards future Frontier travelYour vouchers expire on August 11th, 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 details [redacted] ***: [redacted] ***: [redacted] I apologize again for the inconvenience and we hope to have the opportunity to restore your confidence onboard a future Frontier flight.Kindly,***Customer Relations Specialist Frontier Airlines

10/17/02:PM [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I'm sorry you are still dissatisfied with our resolution to your concernsThe matter was actually closed back in May, but I offered the $voucher as a sincere gesture of apologyVouchers are Frontier's only means of providing compensation and it is our strict policy that vouchers are valid for only days after issueIn a last effort to resolve your concerns, I can offer a one time extension on the voucher out to monthsYou don't have to travel within this timeframe and you can book future travel as far as our schedule allows (so its really a value of around one year out).I hope you understand this is the most we can offerShould you reconsider, your new $voucher ( [redacted] ) must be redeemed before March 31, Your previous vouchers has been voidedKindly, ***Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/10/20) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns This is being researchedJust a few questions, did you try to check in at the kiosk? Did you show the agent the email we sent you with your reservation code? Do you know the agents name? What time were you at the ticket counter, we may be able to pull up the video? Thank you for providing this information Regards, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because: I've sent my receipt times to your [email protected] and you still have not resolved my issue Sincerely, [redacted] - [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/07/15) */ Dear Mr***, [redacted] Airlines is in receipt of your Revdex.com complaint, and we appreciate the opportunity to address your concerns [redacted] would like to offer our sincere apology with the difficulty in receiving assistance with reporting and locating your delayed bagWe have filed a formal complaint on your behalf with the customer service management team We have forwarded your complaint to the [redacted] Team for resolution by close of business, [redacted] If we can be of further assistance, please don't hesitate to contact us via email at: [redacted] , or by calling: XXX-XXX-XXXX [redacted] Mountain time Sincerely, [redacted] Central Baggage Supervisor [redacted] XXX-XXX-XXXX XXX-XXX-XXXX CRSXXXXXXA

12/30/07:AM Dear [redacted] ,Thank you for letting me know about the flight disruption you recently experiencedThe decision to delay or cancel a flight is not an easy oneIt is never our intention to disappoint our customers.Safety is Our PriorityI understand you're flying with us because you have somewhere to beThat's a reasonable expectation! Delays 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 interruptionRecords show a refund has been requested for your $flight and a $bag totaling $141.20.I have requested a $check reimbursement for your additional expenses, less the $Frontier refund$Hotel receipt, ticket receipt $and ground transportation There is a 4-week processing time and will be mailed to the address in your fileWe Care About YouIt is important for us to keep good relationships with customers like youIn an effort to make things right, you were both issued a $ voucher to use towards future travelThe vouchers must be redeemed by 6/30/17, but you do not have to travel within this time frame [redacted] [redacted] , [redacted] Come Back SoonI recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again[redacted] Frontier Airlines

01/19/04:PMDear Mr***, A winter storm occurred which impacted many flights the day you traveledAs a result, you incurred a delay, however several flights were cancelledI'm sorry that you are disappointed in our responseAs previously stated, your flight was delayed three hours and fifteen minutesWe do not have agreements with other carriers nor would we transfer to an alternate flight since the delay was still short in natureMeal vouchers and future flight compensation are not granted when a flight is not within the control of the airlineSafety is our number one priority and we will delay or cancel a flight if it is in the best interest of our passengers and crewI'm sorry that you were provided mis-information by the airportWe will forward your comments for internal review by the Airport.All details that have been provided to you through this correspondence have been researched thoroughly and management has been spoken with for additional reviewWe appreciate you taking the time to writeSincerely, [redacted] Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Dear Ms***, 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 According to our records Central Baggage Specialist [redacted] has reached out to you regarding the situationShe has requested a refund for your $checked baggage fee, and invited you to mail your receipts for any interim expenses you had during the baggage delayAs a customer service gesture she also provided each of you with a $flight voucher 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

Initial Business Response / [redacted] (1000, 5, 2015/05/03) */ Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns As you can imagine, flight irregularities can be very challengingThe decision to delay or cancel a flight is not an easy oneWe have a team of specialists who continually monitor our entire system and make decisions regarding irregular operationsThey decide the best possible arrangement for all involved, given the circumstancesIt is never our intention to disappoint passengers During times when we are experiencing delays or cancellations due to weather related issues and Air Traffic control, Frontier Airlines allows passengers to make changes to their reservation without certain penaltiesWe do not compensate passengers during weather-related delays or cancellations for hotel or parking fees, as weather is something that we are unable to control Please accept our sincere apology in which we are unable to grant your request for a refund I'm sorry for any frustration this may have caused you and your son 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

10/31/04:PM [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I'm sorry to hear you were unaware that your miles would expire after months without account activityAs of March 7, 2015, mileage in a member's account won't expire as long as the Member generates accrual activity every six months This accrual information is available on our website My research shows you purchased miles at Point.com and 64,miles were reinstated to your account on October 27, as a customer service gesture.Kindly, [redacted] Customer Relations SpecialistFrontier Airlines

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