Frontier Airlines, Inc.

Complaint: ***
I am rejecting this response because: From their responses they do not seem to care about their customers. They do not care about how they put my family in an unsafe situation, they do not care about the additional time and money spent because of a very unsafe issue with their air plane; that could have been fixed by switching out our plane. Since they will not do anything other than insult me with a $credit, there is nothing more I have to say. I will never fly with Frontier again!
Sincerely,
*** ***-***

Initial Business Response /* (1000, 6, 2015/06/10) */
***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I am sorry for the inconvenience the delay of our flight caused you when you traveled with
usIt is never our intention to disappoint passengers
My records indicates there have been several correspondences between you and at least of our agents *** and ***) in regards to this matterYou were advised on several occasions that our Customer Relations department does not handle these reimbursements request
Our agents provided you with different email addresses to submit your claim along with your receiptsOn 5/22/*** advised that it appeared the word "receipts" was missing from the address had emailed, making it incompleteShe also asked that you please check to make sure you have sent your information to the correct email address
Once you have submitted the needed documentation to the appropriate address it can take 6-weeks for the reimbursement to be processedA check will be mailed to the address you provided
Your continued support is very important to usTherefore, we hope this isolated incident does not prevent you from flying with us in the futureWe hope to have the privilege of serving your future travel needs
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 13, 2015/06/29) */
Frontier finally came through and reimbursed me for my airline ticketThey also gave me a $voucherGood outcome

Response Email 02/21/11:AM Hello ***, We have received your correspondence/communication with the Revdex.com, regarding your flight from 2/13/when traveling from Cincinnati to Miami I'm really sorry to hear that you had such a negative experience with our
customer service.Customer ServiceFrontier has zero tolerance for discrimination in any form, indeed we strive to create an atmosphere of mutual respect among employees and our guestsWe have a well deserved reputation of delivering a consistently high level of service to our customersI'm very sorry if this was not your experience with our agents.We Hear YouBased on the information provided, we don't feel the described behavior was based on discrimination or prejudice, however, we do take any claim of this nature very seriouslyWe assure you an investigation into the events and interactions you described will be conducted.While all communications, both verbal and written, between Frontier Management and our employees are necessarily proprietary, be assured an internal investigation will be handled to conclusion Explanation of FeesBAGGAGE - You are always welcome to board with one free personal item, to go under the seat in frontThink backpack, laptop, purseThis item cannot exceed 8"x18"x14"It is Frontier's policy to charge a fee for larger bags going into the overhead bin or being checked Our ApologiesI’m sorry that your baggage was not at your final destination when you arrivedThis is not the experience that we strive to provide for our passengers and I apologize for the inconvenience you’ve experienced You were refunded the cost of your delayed baggage in the amount of $to your card ending in XXXX on 2/15/Please allow 5-days for processing for this to reflect on your account We Care About YouIt is important for us to keep good relationships with customers like youIn an effort to make things right, regarding the rude agents and bag delay, you were issued a $voucher (xxxxxxxxxxxxxxxx) to use towards future travelYour voucher expires on 8/21/18, 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.Thank you for bringing this to our immediate attention.Kindly, Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 9, 2015/11/13) */
Dear Ms***,
Your calls were pulled and you asked about a refund and the agent advised if a flight was over four hours delayed and it was a controllable delay we would provide a refund IF you choose to purchase a ticket and fly with
another airlineYou asked how long before you would receive the refund and was advised seven to ten business days
We will only refund a unused ticket, we do not refund tickets that have been flownWhen there is a controllable delay we will provide compensation to our passengers in a form of a voucher
*** and the other passengers who flew on flight *** were provided a $voucher
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 12, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The call that is being quoted is not the final call in which the representative informd me I can get a refund I called about times the company did not do the research
We did not want to use the tickets ,again the refusal of the return of luggage is the reason whyThe plane was not working correctly, plane leaves and comes back and refusal of luggage to be return to fly another airlineSo instead of giving a refund as promised you are offering a voucher that the company believes we should use in hopes this time we wont miss meetings or be treated fairly our merchandise returnedThe issue is clear I understand that nothing is perfectBut this the first time we have dealt with a airline that had technical difficulties for hours asked before checking bags and they assured that the flight would leave at then refused to return belongings so to get a flight in the airport in which they all were leavingSo no we donot want a voucher I would like for them to locate the call in which I was informed I would receive a refundThe voucher can be voidedBecause even with the response I received I was told sorry for the wrong information and refusal of your luggage but policy is a voucherBut ill listen to the calls and dicuss with my manager
And we should have faith in this company to treat us fairly going forward ? No way The only thing we would like is a refundThen you know the most interesting part after hours and the promise of a meal voucher and refund when on the plane was asked would you like to purchase something to eat All my fiancé could say was no just attempt to get me home safely with my luggage
Final Business Response /* (4000, 14, 2015/12/03) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com
I'm sorry your not happy with our resolutionWe are unable to honor your request
Regards,
***
Final Consumer Response /* (4200, 16, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its not a resolution, I have never had a company be so reckless with customers money , time and all out disregard for resolving an issue their customer service offered
No response is needed or required from *** because throughout the entire process ,she has begun by letting me know she will not be of any assistance
Therefore I will reach out to other options and assistance

Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsWe regret that you left your bag in the overhead bin when you deplanedWe are not able to refund your The Works purchase, since those were
services that you did useAs promised, Frontier provided space in the overhead and transported your bag with you to your destinationPlease let me know if you have any further questionsKind regards, ***
Customer Relations Specialist Frontier Airlines

Response Email 04/18/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond According to my research, your seat and baggage fees were never paid for at firstWhen you
first booked your flights, you paid $which is the total of the flight fares (371.40+494.42)You then were charged $which is the total of checked bags and seats in stretch seating (38+38+38+38+45+45+45+45) Please let me know if you have any further questions! Best, Customer Relations Specialist Frontier Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you for all your help
Sincerely,
*** ***

I would like to thank you for all of your help and for the quick responsesYour help was greatly appreciated. Thank you again
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Due to this incident I am out of $plus dollars that was not in my budgetThis is now another bill that I have to pay for and cannot affordI am simply asking for the amount I had to pay for a last minute flight nothing more.
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/08/12) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsAccording to our records Customer Relations Lead *** spoke with you over the phone
and followed up in writing on July 21stBelow is the body of his email
Thank you again for your time earlier this afternoon over the phone
Again, we sincerely apologize for the unpleasant experience you and your wife had with us when you were scheduled to fly with us for the Fourth of July weekendI understand that it must have been very frustrating to have been waiting in line to only be told that you were past the minute cutoff once you arrived at the counterWe normally do provide baggage drop off lanes for those who have checked in and printed their boarding passesI apologize if this was not advised or available for this flight
We are also disappointed to hear that we were unable to provide you with another flight option that would work for your trip to *** We are committed to providing our passengers *** a pleasant and enjoyable flight experience and regret that we fell short of this
I would also like to apologize for any inconsistencies you may have received about our minute cutoff policyAll our stations are aware of this cutoff and know that this policy allows them to perform their duties to allow for on-time departuresBe assured that your feedback regarding this situation has been logged and will be forwarded to our Station Management Team for internal review and future consideration
As discussed, due to the circumstances of your concerns, I have set a refund of your reservation of $Please allow 7-business days for the refund to be processed and credited back your accountIf you have and questions about this, please do not hesitate to respond directly to this email and I will be happy to look into itI noticed that you had also reserved a rental car for this trip through this reservationPlease note, that we do not retain these funds and a refund request for this will have to go through the rental car company
Once again, thank you for your time and understandingAs 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
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

10/18/04:PM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Feedback Recap The situation that you described was a minute schedule change earlier than expectedI apologize if this does not measure up with your time scheduleUnfortunately, a schedule change of this duration does not actually merit compensation, however as a customer service gesture you've been issued a $voucher Making it Right I understand the main issue with this voucher is that you want more and have no plan to book with us by Jan, As I am not able to provide you with more compensation, as a second customer service gesture I will extend your voucher months from today (May, 2017), should you to decide to rebook with us in the futureI have replaced your original voucher with a new $voucher *** I know schedule changes do occur occasionally and are an airline practice, however I can assure you this in no way a standard we strive to maintainI encourage you not to give up on Frontier as I know we are capable of providing you with a great flight experienceI'm confident your next flight with us will be a good one! Kindly, *** Customer Relations Specialist Frontier Airlines

Response Email 04/30/08:PM Hello *** Thank you for contacting Frontier Airlines regarding your April 28th flight out of DenverWe have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond
Safety is Our PriorityI understand you're flying with us because you have somewhere to beThat's a reasonable expectation! Diversions can be frustrating, but safety is our top concern and periodically our flights have to be diverted due to this reasonPlease accept my apology for the unexpected interruption Our Apologies I'm sorry to hear that your experience flying out of Denver wasn't as expectedYour description of having difficulty receiving a refund after experiencing an Air Turn Back on your flight is concerningI can only assure you this is not the type of service we strive to provide, I'm sorry that happened to you We Want to Win You Back!I see that you that your refund has been processed in the amount of $to your card ending in XXXX, please allow 5-days for this to appear on your bank statementAs well, I would also like to offer a customer service gestureIn an effort to make things right, I have issued a Frontier voucher (xxxxxxxxxxxxxxxxxxxxx) in the amount of $100 to use towards future Frontier travelYour voucher expires on July 29, 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

09/27/02:PM Dear Ms***, Thank you for contacting the Frontier Airlines Central Baggage Service Office We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We are sorry to hear of
your luggage and customer service issues when you were to travel with Frontier from Chicago O’Hare to Raleigh-Durham Our records indicate a courtesy claim, ***, was created for you on September 22nd. At this time, we currently have no matches or messages regarding your luggage The Central Baggage Service Office has requested your $25.00 baggage fee to be processed for a refundThe refund will go back to the original form of payment, credit card ending ***Please allow days for processing If we can be of further assistance, please don't hesitate to contact us via email or by calling: ###-###-#### Monday-Friday 7:am-4:pm Mountain time Frontier Airlines appreciates your business and apologizes for the inconvenienceWe will contact you right away when your property is located or any possible matches are found Sincerely, *** Frontier Airlines Central Baggage Specialist

Response Email 10/09/05:PM Hi ***, 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 issue regarding flight on October 10,
traveling from *** *** to ***I'm really sorry to hear that Hurricane Nate has made you unable to make it to *** *** this weekend Your Frontier Credit Due to the circumstances of your situation, we are willing to waive your cancellation fees and compensate both you and Paulina with Frontier CreditEach credit is for the full purchase price of $ To redeem your credit, please go to www.FlyFrontier.com when you are ready to book travelYou will create a new reservation and continue all the way to the payment screenClick on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code: *** *** *** *** *** *** ***
*** *** *** *** *** *** *** If applicable, a credit card will be required for any residual value Come Back Soon!I 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,*** *** ***
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Response Email 02/15/01:PM Hello ***, 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 last flight experience on February 11, when traveling from
MIA to LGAI'm really sorry to hear about your last flight experienceSafety 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 interruption I would like to apologize that our agent did not provide you with the options of being placed on the next *** ***s flightI understand due to the options that our agent provided, you decided on the refund of your flight reservation If you can please sent us your receipts for the *** ***s flight that you purchased we would like to look them over for consideration of a reimbursement I understand you lost a day of your hotel reservation, and you can also submit your receipts for your hotel for the extra fee that you paid due to the delay of the flight, as well as the extra fee for the extension of your hotel roomI am not able to guarantee that we will be able to cover the extra cost of the hotel room, but we can look over them and take them into consideration Our ApologiesI'm sorry to hear that your experience wasn't as expectedYour description of our agent 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. 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 Baggage I can see that we have issued a refund of your $bag feeI would like to apologize for the delay of your bagOur team is working on getting your bag back to you as soon as possibleWe apologize for any inconvenience the bag delay has caused youOur baggage team is working on your baggage claim and they will continue to be in contact with you Please provide us with the receipts, and they will all be looked at for consideration of a reimbursementYou can respond back to this email with the attachments Kindly, Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/09/11) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Our records indicate on September 4, 40,miles were added to EarlyReturn
account XXXXXXXXXXXAs of today the account holds 41,miles
We look forward to welcoming you onboard many future Frontier Airlines flights
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 8, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 14, 2015/11/13) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We have a strict minute cut off at the ticket counterYou had a 3:flight so
you had to have your bags checked and boarding pass in hand at 3:Our records indicate you attempted to check in at 3:
In your email you mentioned you documented everything the following day and someone checked in at 3:05, which is fine they had until 3:to check in for a 3:flight
We advise passengers to arrive at the gate minutes before boarding, so that would be 3:Cut off is minutes before departure which would be 3:You mentioned in your email at 3:flight crew and a passenger arrived, which is fineYou also mentioned at 3:pm we were still waiting to board3:passengers started coming off the previous flightAt 3:a female passenger came running in with her boarding pass and carand frantic she had missed her flight, the employee told her she was fine and had not missed her flight, which was fine because it wasn't past 3:
I pulled up our operations flight report for flight *** on October 15, our flight pushed from the gate at 3:and was off the ground at 4:
Your additional fees you are referring to are your seat and bag fees, beside your $change fees which are non refundableI'm sorry we're unable to honor your refund request
Regards,
***
Customer Relations

Initial Business Response /* (1000, 6, 2015/09/19) */
Dear Ms***,
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 you
and *** 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
As a gesture of apology, we have issued an Electronic Travel Certificate in the amount of $which provides a discount on a future Frontier Airlines flightPlease review the terms and conditions belowTo redeem your electronic voucher, visit www.flyfrontier.com and simply go through the flight booking processWhen you arrive at the payment screen, select Electronic Travel Certificate from the drop-down list of payment options and enter voucher number:
Name: *** ***
Expires: December 18,
Certificate number: XXXXXXXXXXXXXXXXX
-=-=-=-=-=-=-=-
Name: *** ***
Expires: December 18,
Certificate number: XXXXXXXXXXXXXXXXX
Regards,
***
Customer Relations Specialist
Frontier Airlines
Electronic Vouchers:
It's not redeemable for cash
It's valid for days from the 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 ** 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 Business Response /* (1000, 4, 2015/07/12) */
Dear Ms***,
Frontier Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concerns on behalf of *** *** and ***
Frontier 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
Please accept our sincere apology for the delay of the checked baggage when Mr*** and Mr*** traveled with us on *** *** *** from *** ** to *** ** to *** *** ***
In 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 would certainly like to apologize for the ** day bag delay of Mr*** bag and we are still trying to locate Mr*** bag
As a customer service gesture, we have requested a refund of the bag fees paid of $** times** passengersThe refund will be credited back to the original form of payment, which is a credit card ending in ***Please allow** days for processing
Please scan and send in the receipts for interim expenses for Mr*** and Mr***Please indicate which are interim expenses for Mr*** and Mr*** separatelyPlease submit the receipts to ***, so that we may ensure the correct handling of the reimbursement
On *** **, *** Mr*** and Mr*** talked with a Central Baggage Specialist, that sent each of them a set of claim forms to fill out and return to Central Baggage for their lost bagsSince then Mr***' bag has been located and returned to himMr*** bag is still being looked for
We have, however, received claims forms from both Mr*** and Mr*** on ***, *** and ***, *** respectively
The claim form for Mr*** will be added to his file and not processed, since his bag was found and returnedMr*** claim forms will be processed in the order they were receivedSince travel was on ***, 2015, we can only trace for his bag until ***, *** after which time we can start the settlement processWe will notify Mr*** when his claim forms have been processed and when a written resolution may be expected
As a customer service gesture, we have provided $*** travel vouchers each for*** *** and *** for a discount on a future Frontier flight
To redeem the vouchers, 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:
*** *** - XXXXXXXXXXXXXXXXX expires ***
*** - XXXXXXXXXXXXXXXXX expires ***
These vouchers must be redeemed by ***, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows
***
Electronic Vouchers:
A few more things to know about the voucher:
It's not redeemable for cash
It's valid for days from the 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 ** 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
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again
If we can be of further assistance, please don'* hesitate to contact us via email at: ***@FlyFrontier.com, or by calling: XXX-XXX-XXXX Monday-Friday 8:00am-5:00pm Mountain time
At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances
Sincerely,
***
Central Baggage Supervisor
***@flyfrontier.com
***@flyfrontier.com
XXX-XXX-XXXX
XXX-XXX-XXXX
CRS XXXXXXB/CRS XXXXXX
Initial Consumer Rebuttal /* (3000, 6, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This issue has not yet been resolvedMr*** has not received his luggage or compensation to dateMr*** is in the process of reconciling the damaged and missing items from his luggage that was returned to him in shamblesThe baggage fee of *** was refunded however the initial charge was *** A *** credit towards a future flight is an insult considering all the trauma these two gentlemen have sufferedWhat about your customer service hours? Have these been adjusted? No one has reached out to assist these men in any way except through this response to the Revdex.comIt is very clear to all those involved that *** is not concerned with their customers
Final Business Response /* (4000, 8, 2015/08/04) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
Our records show that a bag matching MrHaines's description was located and shipped to him via FedEx on July 22ndIf he has any questions or concerns regarding his bag he should contact our Central Baggage Service to discuss the issueThey can be reached at XXX-XXX-XXXX Monday-Friday 8:00am-4:00pm Mountain time
The two $flight vouchers that were provided are considered a form of compensationAll fees associated with the affected checked bags have been refunded
We appreciate your understanding and hope to have the opportunity to serve you again under more favorable circumstances
Kind regards,
Jenni
Customer Relations Specialist
Frontier Airlines