Frontier Airlines, Inc.

Initial Business Response /* (1000, 5, 2015/05/28) */
***,
Thank you for contacting Frontier Airlines Customer RelationsWe have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I apologize if you felt our
reservation agent was unwilling to help in anywayThere are only a certain number of seats available for the current prices reflected when purchasing a ticket, and the fare may change as seats are being purchased by other passengersTherefore, our reservation agents are unable to manipulate the system once the price is no longer availableThe price will no longer be available in their systemOur fares are subject to change at any time (even multiple times in the same day) due to availability, demand, sales, etcYou can sign up to receive alerts for sale fares and promotions at www.flyfrontier.com
Your tickets were purchased at the lowest price available at the time of purchasePlease review our Contract of Carriage and The Terms and Conditions for the ticket you purchased at www.flyfrontier.com
It is through feedback such as yours that we are able to constantly evaluate our servicesThank you for taking the time to writeWe hope to have the opportunity to welcome you aboard future Frontier Airlines flights, under more pleasant circumstances
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 12, 2015/06/09) */
I have taken some time to review this terms and conditions and none of this applies to meThis is not a reissuing of a ticket or an instance when the ticket pricing wasn't available to them because I called the same day the tickets were thereThe person on the phone said they could cancel our ticket and reissue a new ticket under the price and charge us a dollar fee for suchSo here is what I am going to doIm going to file a class action law suit and make it public to all who have been screwed over by your policy to jump inThis is unbelievably shady and poor service on behalf of your companyIm giving you one last chance to do what is right by your customers before you have to have your companies reputation damaged and possibly have to pay a lot more money for something as silly as honoring a ticket for the price you sold it to others for
Final Business Response /* (4000, 14, 2015/06/17) */
Dear ***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
We understand your opinion in regards to our fares and how they fluctuateAlthough we are disappointed to hear that when you purchased your flights it was $more that now per passenger, we do not provide refund for the difference in fare prices when they decreaseYour ticket was purchased with the understanding that the fare offered was the lowest fare available, at that time, on the date of bookingRespectfully, we will not be able to provide you with that difference
Although we realize this is not the answer you were hoping for, it 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
We appreciate your understanding and we look forward to the opportunity to serve you aboard your future Frontier Airlines flight
Kindly,
***
Customer Relations Specialist
Frontier Airlines Lead

Complaint: ***
I am rejecting this response because: Please see the 1st page of my attachment. Frontier's Itinerary showed departing Denver to Las Vegas on Oct20, 2016, NOT Oct21, 2016. When I was booking this flight online, the departing flight from Denver to Las Vegas showed the evening of Oct20. Therefore, when I reviewed the itinerary, and it showed departing Denver to Las Vegas on the 20th, I thought everything was correct. I strongly feel Frontier should have showed the date as Oct21, for the flight out of Denver. I could not cancel this trip to receive a refund. So I paid the additional fee to ensure our flight would arrive in Las Vegas on the 20th as I only had a few days and didn't want to chance not getting a flight from Denver to Vegas the evening of Oct20. Thank you for your attention to this matter. I greatly appreciate it!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:i do not think that its a fair resolution based on the fact it isnot posted on website.
Sincerely,
*** ***

10/14/07:AM ***: When I pulled up your record, there was a credit for the return portion of your ticket. I have refunded that. There was no change fee deducted so the entire $has been refunded On September 30, 2016, at 7:am, I sent the following email: Dear ***, Thank you for speaking with me this morning and allowing me the opportunity to log your comments which will be forwarded to management for internal purposes. We are grateful for the feedback As I promised, I have provided you with a $travel voucher with my sincere apologies. I have extended the voucher for year. You do not have to fly by the expiration date, but a reservation must be booked by that date. I have provided the voucher information for you below With kind regards, *** Customer Relations Frontier Airlines

06/15/06:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I definitely understand your frustration in regards to the changes in your travel arrangements and greatly apologize for this
inconvenience. SafetyAs discussed in our previous correspondence, I realize you have very important plans and want to be there on timeHowever, changes in scheduled flight is a part of the airline industry and can be affected by a variety of factors that relate to keeping operations smooth so that flight safety and satisfaction is maintainedPlease again accept my apology for the interruption. RefundAlthough we would not be able to reimburse you for the cost of a hotel due to this schedule change, we are more than happy to book you on a future date on a Frontier flight that is more convenient for your needs for no additional cost. Another option available would be a full refund of your tickets should you decide to cancel your reservation. In this scenario, you would be able to make separate travel arrangements that suit your needs better. Personal ApologyReviewing your situation, I feel terrible that these changes to your travel plans has caused such a poor experience that I want to offer you some additional compensation in your vouchersI have raised both of the voucher amounts to be worth $eachAlso, as a one time customer service gesture, I have also extended these to be valid for a full yearThese vouchers don't expire until June 12th, Here are the new voucher details below. *** *** *** *** *** *** I sincerely hope you can give us another chance and please don't hesitate to contact me again with any further concern. Sincerely, ***Customer Relations SpecialistFrontier Airlines

10/24/02:PM ***, We have received your correspondence as submitted to the Revdex.com as well as the DOT and appreciate the opportunity to respond The decision to delay or cancel a flight is not an easy oneIt is never our intention to disappoint our
customersDelays 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 interruptionHowever, flights that have been flown are not eligible for a refund despite any delay that may have occurredWe regret any misunderstanding surrounding this policy Although I am unable to provide a refund, I would like to speak with you further to address the other cost involvedMy records show food vouchers were issued as well as vouchers for future travel I have attempted reaching out via phone but have been unable to reach youIs there a good time of day to contact you? Kindly,***Customer Relations SpecialistFrontier 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 as I have now received the check.However, I'm disappointed that the company has failed to address the over arching issues in my complaintI also wonder if the check never reached me because it was never sentThe response says the the check was issued on the 11thBased the the email I received from the company on the 12th staying that my reimbursement has been approved and may take an additional 4-for processing and shipment, the 11th is not the date it was sentI have never received an answer to that question and went to a lot of trouble and spent a lot of time trying - not to mention the day the cost me in canceling my flight
Sincerely,
*** ***

03/22/12:PM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns What I Have Done I do understand how stressful and expensive this travel disruption wasAlthough, we
were not responsible for the disruptions, we care about our customers like youAs a one-time customer service gesture I have refunded your $change fee back to your *** ending in ***Please allow a few days for this to show up in your account I hope to see you back onboard one of our flights soon! Kind Regards, *** *
*** *** 03/22/11:AM Hello *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur RegretsThank 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 Canceled Flight *** Your flight was canceled do to winter storm ***Because weather related cancellations are out of our control, the only options are to refund your fare or fly you on the next available flightI am sorry you were stuck in ** for days Missed Flight I'm sorry to hear how things turned out when you arrived at our check in counterFrontier has a strict minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageIt is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned Check-InI know first-hand that navigating an airport can be challenging, especially when there are long security linesIt's for that reason that we require passengers and their baggage to be checked in at least minutes prior to departureIt really is a good idea to get to the airport at least hours in advance of your flightFor those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change feeThank you for flying Frontier AirlinesI hope that we will be able to provide your travel needs again in the future Kind Regards, *** * Frontier Airlines

01/11/03:PM ***,When an airline experiences several weather cancelled flights across their systemIt will also cause interruptions in crew scheduling as well as aircraft, not being positioned correctlyFor example:If an aircraft is flying *** to *** *** and has a crew change
from *** before continuing to ***. And due to weather, the new crew/aircraft coming in from *** was not able to get to *** *** for the flight change to ***The delay would be due to weather, which caused the crew/aircraft not to be in the correct position to fly their scheduled route. All flight delays and cancellations have to be logged with the FAA.I appreciate the time you've taken to share your feedbackIt's important we remain consistent with our policies and I'm sorry you're not happy with our resolutionRespectfully, we do not compensate for weather-related events or consequential issues.Regards,***

06/23/12:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Schedule Change I'm very sorry for the inconvenience our schedule change has caused you, especially in trying to find a
reasonable solutionI regret that we weren't able to find an alternate flight for you and that you have had so much trouble trying to get a refund Your RefundI queued your $refund for processing todayPlease note that it can take about a week to fully process on our end, and may take a few more days to post to your account, depending on your bank's practicesI show the credit card used to make the purchase ended in Again, I would like to apologize for the inconvenience of our schedule change, and for the additional difficulties you encountered I hope we can earn your trust in our customer service once again. *** Frontier Airlines

08/04/03:PM Hello *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.We will review this issue once we receive the documentation that you are gathering.Kindly,***Customer Relations SpecialistFrontier Airlines

Revdex.com:
In the response you just passed on to me, a representative named *** from Frontier Airlines has requested a phone number to call meI don't yet know whether the resolution will be satisfactory, but I am hopefulPlease give *** my phone number, ###-###-####I could talk to him between and 9:tomorrow morning, or between and 1:or between 3:and 4:MSTI might be available for more hours on FridayThank you for your help.*** ***

01/03/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondFlight On behalf of Frontier, we are so very sorryWe’ve had hundreds of disrupted flights during your travel period and I understand
this has been incredibly inconvenient and frustratingWe are focused on providing a good experience to our customers and we know we failed to meet this commitment to youLet me take a moment to explain as much as I can, why this happenedThe weekend of December 16, 2016, we faced severe weather across the US, especially in ***Although the weather problem was short, it forced several delays and many cancellationsWhile we tried our best to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn't successfully get them where they were suppose to beThis had a ripple effect that we were still seeing during your travelCancellation Canceling flights is a very tough decision that we don’t take lightlyOur goal is to complete all flights and get you to your final destinationWe exhaust every option we have before we make the decision to cancel a flightWe know we could have done better communicating this, providing you options and information in a more convenient mannerI'm really sorry you weren't provided with information sooner Reimbursement I'm sorry you incurred additional expenses due to the recent flight disruption you experiencedI understand the inconvenience this has causedWe're unable to reimburse for expenditures like the ones you describedWhen flights are cancelled due to weather related issues Frontier offers two options to all passengersYou can request a refund for the cancelled flight, or you can rebook on the next available Frontier flight with no change fees or fare difference Communication I can understand why you feel as though we were not up front about information regarding your flightThe honest answer is, we could have done a better job communicating with our front line teamThis would have enabled them to provide more accurate informationThey should have been empowered to tell you exactly what was happeningWe were impacted on such a massive scale, decisions were moving very quickly leaving our communication confusing and often times inaccurateWe know this is unacceptableI apologize that we did not communicate as well as we should have Come Back Soon! I apologize again for your past experience, I highly encourage you to give us the chance to impress you on your next adventureI'm confident your next flight will be a vast improvement! Kind regards, *** *** *** Frontier Airlines

05/23/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond It appears that in addition to this report to the Revdex.com, you submitted this complaint to our Customer Relations
team on 5/20/17. We responded to the complaint submitted directly to us on 5/20/with the following: Hello ***, Thank you for contacting Customer Relations and I do apologize for this incident Frontier has a strict minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageIt is never our intent to inconvenience our passengers. It really is a good idea to get to the airport at least hours in advance of your flight to avoid any last minute stress Can you clarify for me if you paid twice for the bag on your flight today? Please let me know so I can review to see if any adjustment can be madeI'll look forward to hearing back from you soon Best wishes, ***
*** ***
*** *** We heard back from you on 5/20/with clarification regarding your bag fees and we have responded back and have refunded the $bag fee that you originally paid when you booked your flight We do not want to charge you twice for the same bag. As I explained in the response I sent you earlier today, the $refund was applied to the original form of payment which is the Visa card ending in *** You should see this transaction posted to your account within 7-business days I also see that a $voucher was issued to you with number *** on 5/20/as a customer service gesture. Our vouchers normally expire in days but I see that your voucher was extended out one year with an expiration date of 5/21/2018. As long as you book your travel prior to the expiration date of the voucher, you can actually fly as far out as the Frontier schedule allows. Please see below for the redemption instructions I hope this was helpful and that you will use this voucher to fly with us again soon Best wishes, ***
*** ***
*** ***

04/14/11:AM ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsWhen a refund is issued is goes back to the original form of paymentYour payment was made using a credit card ending ***. If this does not belong to you, it is possible the travel agency you used, used their credit card to pay for the travelThe refund will go back to them and they are responsible to issue you a check. Please get with *** *** *** *** When a flight is delayed in one part of the nation, it can effect the continuation flight segmentsOn March 23, severe weather was reported in Denver (Denver blizzard)Flights out of Las Vegas stop in Denver and then continue to OrlandoThe Denver airport was closed downRegrettably, when re-accommodating many passengers the only open seats available were 3-days outNormally when weather is the cause of a delay or cancellation no compensation is issued as weather is out of our controlHowever, Frontier has authorized an exception as a customer service gesture to issue electronic vouchers only for the additional expense some passengers incurred due to purchasing other airline tickets. I have issued you and *** each a voucher in the amount of $each for the *** tickets in the amount of $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: ***(***), ***(***)The vouchers must be redeemed by December, 2016, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows.While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.Kindly,***

09/01/06:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond An exception has been granted and a refund issuedThe refund will go back to the original form of payment a credit card ending ***
in the amount of $The refund can take up to business days to see as a credit Kindly, *** Customer Relations Specialist Frontier Airlines

(The consumer indicated he/she DID NOT accept the response from the business.)
I just got an email from themlet's see what are they doing
-------- Forwarded Message --------
Subject: Frontier Airlines
Date: Fri, Nov 13:52:+
From: ***, *** *
To: ***>
Dear Mr***,
We have processed your claimWe have sent the claim to final settlementYou will receive a written resolution with any compensation in to weeks
Thank you,
***
Central Baggage Supervisor
Frontier Airlines
Phone: ***
Phone: ***
Email: ***
Email: ***

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
They have sent me additional correspondence indicating that a check for $will be sent to me as compensation
Sincerely,
*** ***

Tell us why here.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 flight experience on December 22, 2017, when traveling from Minneapolis to Albuquerque via Denver
I'm very sorry to hear about all the problems that took place during your travels Safety is Our PriorityAs you can imagine, flight irregularities can be very challenging and I'm sorry you experienced what you didI understand the difficulties when it comes to delays when your taking a family vacationI also know that you expect to get where you're going safelyIt's never our intent to disappoint or inconvenience our passengers. We're Here to Help!I understand that due to the delay, you were unable to make your connecting flightIt doesn't happen often but when it does, we do everything possible to get our customers on the next available Frontier flight or make other arrangements for themI understand the inconvenience this issue has caused and again I apologize Your Feedback Matters!Frontier has zero tolerance for rude behavior 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 you did not experience the customer service we strive to provide.We Hear YouIt was upsetting to hear the customer service supervisor was being very rudeWe take any claim of this nature very seriouslyWe assure you an investigation into the events and interactions you described will be conducted. Total DisclosureWe work hard to ensure everyone knows what to expect before making their purchase with usWhen booking directly at Frontier Airlines we fully disclose our fees via multiple pop ups that inform guests of all anticipated costs before getting to the payment page. Explanation of Fees• CARBAGS - 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. What I Can DoAs a customer service gesture I would like to offer each member in your party a voucher for $to win your confidence with us backEach member of your party may use this voucher towards future Frontier travelYour vouchers expires on March 24, 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 details. Xxxx Xxxxxxx:(xxxxxxxxxxxxxxx)Xxxx Xxxxxxx: (xxxxxxxxxxxxxxx)Xxxx Xxxxxxx: (xxxxxxxxxxxxxxx)Xxxx Xxxxxxx: (xxxxxxxxxxxxxxx) I have starting the Queuing process for a refund to be issued to youFlight #will be refunded for you to the card on file ending in #xxxPlease allow 7-days to see that refund in your account. We 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 oneI also am very happy that you dealt with a kind customer service agent who was kind to you.Kind regards, Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/09/11) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Please provide your reservation code or you flight dates, city pairs and flight
numbers
We await your reply
***
Customer Relations Specialist
Frontier Airlines