Frontier Airlines, Inc.

05/02/2017 03:15 PM Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.I'm sorry to hear that you were not able to arrive before the ticket counter closed for flight [redacted] on from [redacted] to [redacted] on...

12/01/16. Frontier has a strict 45 minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggage. It is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned.   After reviewing check-in history for your flight I can see that 2 passengers were checked in at the ticket counter 1 minute after the 45 minute cut-off. Had you arrived on time, you would not have found an empty ticket counter as you reported. Your flight did end up departing 20 minutes late because of VIP movement in the area. This was not a situation that we were aware of in advance, so the ticket counter closed at its scheduled time. Navigating an airport and clearing security can be challenging. For this reason we recommend that passengers arrive at least 2 hours before the scheduled time of departure. For those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change fee. The Contract of Carriage (https://www.flyfrontier.com/legal/contract-of-carriage/)that is agreed to as part of the terms and conditions of the ticket states in part 3, section B4 that, "The passenger that fails to check-in for their flight within the required times..." will not be due a refund. The remaining value of your ticket, less a cancellation fee remained in our system as a credit for 90 days as of December 1, 2016.   We regret any frustration you experienced with our policy and appreciate your feedback.   Kind regards,   [redacted] Customer Relations Specialist Frontier Airlines

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

[redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   I am sorry to hear that you are not satisfied with the resolution that was offered. It is never our intention to be insensitive to our customer’s opinions regarding their experience with Frontier Airlines.   I apologize if there was any miscommunication or misinformation provided when you spoke to [redacted] If a passenger does not take their flight due to a flight disruption our agents can advise the passenger that their unused Frontier ticket can be refunded. Frontier does not reimburse for other airline tickets and all our agents are aware of this policy. The airline has guidelines and policies in place to help ensure that all passengers are handled in a consistent manner for most situations that are encountered. I understand this may not be the answer you were hoping for and regret any disappointment.   We appreciate the feedback you have provided.   Kindly,   [redacted] Customer Relations Specialist Frontier Airlines

12/19/2016 11:01 AMHello [redacted], Thank you for contacting Frontier Customer Relations! Our ApologiesI apologize that your flight out of Punta Gorda on December 15th was cancelled. I understand you're flying with us because you have somewhere to be. That's a reasonable expectation! Cancellations are...

frustrating, but safety is our top concern and periodically our flights have to be cancelled due to this reason. Please accept my apology for the unexpected travel interruption. It's never our intent to disappoint our passengers. We Hear You!In my research of your cancellation, it appears you were given incorrect information regarding your rebooking options. Your flight was cancelled due to a maintenance issue, so we will either refund your ticket fare, hold the funds as a credit for future Frontier flights, or rebook you on the next available Frontier flight. According to our policy, once one of these options has been selected we may not proceed with another course. CompensationWe cannot refund your fare, however, in an effort to resolve your issue fairly, I have issued you a voucher for the total of your cancelled flight fare. This $227.20 voucher must be redeemed by March 19, 2017, but may be used to purchase travel as far out as our schedule allows. In addition to this voucher, you and [redacted] were each issued $200 vouchers for the inconvenience of the cancelled flight. These must be redeemed by March 16, 2017.Come Back Soon!I recognize this does not change the inconvenience and time lost, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one! Regards, [redacted]Customer Relations SpecialistFrontier Airlines

04/20/2016 11:58 AM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. My research show that you booked travel online February 11, 2016 at 1:28pm for travel on February 13, 2016 through February 19, 2016 from Salt...

Lake City to Cancun with a connecting flight in Denver. An investigation shows the travel was not booked over the phone. Your itinerary was marked as a NO SHOW which meant because you did not cancel the travel or show up for the travel, therefore your fare was forfeited. Your request for a refund was denied as the ticket was non-refundable Economy ticket. As a gesture because you purchased travel for March under record locator [redacted], you were issued travel vouchers in the amount of $635 per person (total of $1,270) for the travel that was not taken in February under record locator [redacted]. Your request for a refund has been denied. The vouchers you were issued have been redeemed for travel in July under record locator [redacted]. We hope to serve your future travel needs under more pleasant circumstances. Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

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 experience at the [redacted] airport on January 7th when your daughter was traveling from [redacted] to [redacted]. I'm...

really sorry to hear how you were treated and that your daughter was left alone for a half an hours. Those are not our Frontier standards.Our ApologiesYour description of our check in agents is concerning and I can only assure you this is not the type of service we strive to provide. I'm sorry that happened to you. I am going to make sure our [redacted] Management Team hears your concerns. 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 that. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated.We Value Your BusinessIn an effort to make things right, I have refunded you the $110 unaccompanied minor fee to your card. Please allow 4-6 business days for the refund to processed and show up on your bank statement.   I truly am sorry again for your experience. Please know that our Management Team is going to hear your concerns because this should never happen again.Kindly, Customer Relations SpecialistFrontier Airlines

09/02/2016 03:45 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We're committed to providing our passengers with a 100% pleasant and enjoyable flying experience and I'm sorry to hear that this was not...

the case when you flew with us recently.   The Works Frontier's bundle package, The Works, includes a number of amenities for one low price - in addition to pre-selecting your seat, you also receive one carry-on bag, one checked bag, priority boarding, freedom from a change fee (should you need to switch travel dates) and full refundability (should you need to cancel their travel plans).   Bundling allows us to offer multiple amenities to our passengers at an affordable price than by purchasing different amenities separately. My research shows that you were able to take advantage of multiple of these amenities when you traveled with us on August 27th.   I appreciate your frustrations about not having the extra leg room and window seat that 27F would have offered. Please know, though, that the seat you originally selected, 27F, had it been purchased as a single amenity, would have had a value of $6. The seat in which you ultimately sat, 6B, had a stand-alone value of $15. When you seat assignment was changed, you did, in fact, receive a free upgrade.   Exit Row Seating My research shows that seat 27F was an exit row seat. Please know that exit row seats are the most strictly regulated seats on board any aircraft in the industry. Per Federal Aviation Administration regulations, airline personnel reserve the right to reseat passengers from exit row seats if they have concerns regarding the ability of any person seated in that row to perform in case of an emergency. This determination is made on a discretionary basis, in accordance with regulation 14 CFR 121.585.   Resolution It is never our intention to be insensitive when our passengers seating assignments are modified and I'm sorry for any inconvenience you experienced as a result of this. However, in recognition of the fact that you received multiple amenities, above and beyond your seat preference, when you purchased The Works, and   the seat to which you were reassigned had a greater value than the originally selected I am respectfully declining your request for a refund of the purchase price of The Works.   I know that this is not the resolution you sought, but I hope you understand the reasoning behind this decision and will still consider Frontier for your future travel needs! Sincerely, [redacted] Customer Relations Frontier Airlines

01/03/2017 08:58 AM Hello [redacted],     I apologize again for the confusion but since you did use the benefits of the purchased Perks package I am still unable to provide a refund. That being said, it's important for us to keep a good relationship with customers like you, As a customer service gesture I provided a $25 voucher for use on future travel. Voucher [redacted] must be redeemed by 3/4/2017, but you do not have to travel within this timeframe. We hope to see you onboard again soon.     Kindly,   [redacted] Customer Relations Specialist Frontier Airlines

01/10/2017 07:47 PM [redacted],We're Here To HelpIn response to your rebuttal, I have received your mailing address and will issue a reimbursement in the amount of $76.20 for the Frontier ticket that was not used.Regrettably, I will not be able to issue you a reimbursement for the [redacted] ticket you purchased.Reimbursement are issued in the form of a check and can take up to 4-6 week to receive.  The mailing address I have is [redacted].Although I realize this is not the answer you were hoping for, I hope you understand that I have provided you with the maximum amount of reimbursement based on your situation.Kindly,[redacted]

07/24/2016 02:08 PM [redacted]We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our Apologies I'm sorry for any miscommunication regarding the departure date of your flight on June 30. When the flight was booked online, a...

confirmation email was sent indicating flight [redacted] departed Los Angeles at 12:59am and arrived in Orlando at 9:02am on June 30.   When you arrived on June 30th at midnight you had already missed the flight which departed the night before. While the customer service agent was unable to accommodate your request for late check-in, this information should always be conveyed in a courteous and professional manner. Be assured we have forwarded your input for Management review. What I can do for you   Your tickets are non refundable but I did refund the baggage and seat fees for the 8 passengers in reservations [redacted] for a total of $234 & [redacted] for a total of $12. This has been refunded back to the original credit card ending in [redacted] It is important for us to keep good relationships with customers like you. In an effort to make things right, please accept this $185 voucher per person to use towards future travel. The voucher must be redeemed by 10/21/16, but you do not have to travel within this time frame.   Your business is very important to us.  We hope to have the opportunity to restore your confidence in our service onboard a future flight.   Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

01/18/2017 01:21 PM Dear Mr. [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.As stated on our website: "Checked bags must be no larger than 62 linear inches (that’s length + width + depth) and no heavier than 50...

pounds. Baggage that exceeds these limits will have an additional charge of $75 for each bag that is overweight and $75 for each oversized bag, and bags over 100 pounds or in excess of 110 linear inches will not be accepted."Once the item is placed on our scales, passengers have the option to move items to another bag or carry on or pay the additional fee. I'm unable to speak in regards to the other passenger in line, however, this policy is standard for all of our items. There are additional circumstances such a military that can take items that are slightly heavier.Based 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 seriously. We assure you an internal investigation into the events and interactions you described will be conducted.We appreciate you taking the time to share your feedback with us. We value you as a customer and hope to welcome you on board a future Frontier Airlines flight.Kind Regards,[redacted]Frontier Airlines

Initial Business Response /* (1000, 6, 2015/09/10) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Our records do show you were checked in before the 45 minute cut off. We have no way...

of knowing exactly what time you arrived at the airport or at the gate.
We do have a 45 minute cut off at the ticket counter and a 10 minute cut off at the gate.
CHECK-IN CUTOFF
WE DON'T WANT YOU TO MISS YOUR FLIGHT!
You must have your printed boarding pass in hand and have any baggage checked in by the following cutoff times:
45 minutes before your departure for domestic flights
60 minutes before departure for international flights
These times are very important if you want to make your flight. If you haven't already checked in online, you must be in line to check in at least 2 hours prior to departure to ensure you are checked-in with a boarding pass in hand no later than 45 minutes prior to your flight's departure.
Please be at the gate and ready to board no later than 30 minutes before departure or you may lose your spots on the plane.
It's standard for airlines to have a 10 minute window for departure due to Air Traffic Control, if there is a slot open and Air Traffic Control advises a flight needs to pull from the gate, the airline will do so.
I'm sorry we're unable to honor your request. As a customer service gesture I have documented your reservation advising to waive change fees for all passengers, so you have full value of your outbound flight.
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.
Kind regards,
[redacted]
Frontier Airlines
Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have emailed [redacted] as I'm unclear what it means to "...waive change fees for all passengers..." We did not have any change fees as we drove to our destination and took our previously scheduled flight back home.
I also clearly understand the Frontier check in policy AND we did meet those times as we were in line to check bags greater than 2 hours before our flight. Because we were there per Frontier's policy and Frontier did not have approrpriate staffing to manage their check in line, I am requesting a refund for my car rental.
Final Consumer Response /* (4200, 12, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
You sent an email to me on 9/17/15 stating:
"Dear Ms. [redacted],
The value of your outbound tickets were $77.10 per person. You purchased economy tickets which means if you make any changes to your reservation there will be a $75 change fee per person, but as a customer service gesture I have waived the $75 change fee for all of you. So instead of only having a $2.10 credit per person you have the full value of $77.10 per person.
I hope this helps.
[redacted]
I responded on 9/24/15 stating that I'm not clear what this credit means. In an attempt to actively problem solve and understand your response, I called Frontier on 10/1/15 requesting to speak with you. [redacted] said that was not possible and after a long conversation said I would get a call back in 24 - 48 hours with an answer to my request. I called on 10/6/15 and spoke with "[redacted]" as I never received a follow up call. After another long conversation, [redacted] assured me she would look into this and call me back that day. I never received a call back.
I am more than frustrated with how this is being handled, the mixed messages I have been given, the inability to speak with someone on the phone that can help me when I call and the overall lack of understanding of the issue and my request.
I fully understand that I was checked 51 minutes to prior the flight leaving. You need to understand that because I was traveling with 2 small children, it takes me more than 45 minutes to get from baggage check in to the gate. I have done this before, know how long it takes and planned for this time. Because Frontier does not staff their ticket counter appropriately and had 14 people not show up for work on 8/1/15, I could not get through the line timely.
I also understand that my request for reimbursement of my car rental will not be honored. While I do not agree with this, I appreciate your above mentioned service gesture of a credit of $77.10 per person or $308.40 and would like this in cash. A credit to fly Frontier in this amount is not an acceptable resolution.
Regards,
[redacted]
Final Business Response /* (4000, 14, 2015/10/14) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
I understand you were traveling with two young children 5 and 3, you were also traveling with an adult [redacted]. As I mentioned in my earlier email our records indicate you were checked in at 7:19 am for a 8:10 am flight, this gave you 51 minutes to get to the gate.
Also I mentioned your tickets are economy tickets, which are non refundable tickets. I'm sorry you feel a credit to fly Frontier in the amount of $77.10 per person is not an acceptable resolution. A refund will not be granted due to you purchased non refundable tickets.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

03/05/2016 03:15 PM(RES) [redacted], Thank you for contacting Frontier Airlines EarlyReturns® Department. We are committed to providing our passengers with an accurate information and regret that you were provided with conflicting information on your account profile online. It was never our intention to cause undue confusion. Your comments remind us of the constant efforts necessary to best serve our customers and the work required to make our front-line staff a customer-oriented team. Be assured that your feedback is imperative in these efforts and I have forwarded your feedback to the leadership team responsible. As a courtesy, we have reinstated your expired miles totaled to 31,804 to honor the information displayed on your online account. The said miles will expire on November 5, 2016. The updated balance will be reflected online in 24-48 hours. To view your account, please visit FlyFrontier.com and sign in at the top of our home page. If you have additional questions or concerns, please contact us again. Sincerely, [redacted]EarlyReturns®Frontier Airlines

09/18/2016 01:24 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Flight Change Our flights are fluid with times often changing. We encourage all passengers to stay up-to-date with flight...

status, including any further changes to departure times. After looking into your account I see multiple emails were sent to [redacted] regarding the change in flight time. Another way you can keep up to date with travel is by checking Real Time Flight Status at www.flyfrontier.com or via the new Frontier Airlines Mobile App. Reservations I understand you reserved your flight 5 1/2 months prior to your trip and I am sorry that these plans changed. I understand you're flying with us because you have somewhere to be. That's a reasonable expectation! Flight changes can be frustrating, but periodically our flights have to be changed to different times. Please accept my apology for the unexpected interruption.   Our Apologies I know you are dissatisfied with your return flight home and I am sorry. It sounds like you had plans to arrive at the airport at the same time as your daughter to give her a ride and this did not happen. I understand how stressful it is to have to rearrange your plans because of a schedule change. I again apologize that this happened to you and I assure you this is not our regular operations.   Compensation I'm really sorry that you are disappointed with our resolution in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. However, in fairness to all customers, it is important for us to remain consistent.  Although I realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation. At this time I can not offer you reimbursement for $72.00 for the rental car you had to use. Your $100 vouchers will remain in our system for redemption until they expire on Dec-5-2016. Voucher number ([redacted] - [redacted]). Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.Thank you for sharing your concerns and I am sorry for any inconvenience this may have caused you.Kindly, [redacted] Customer ServiceFrontier Airlines

ResponseEmail 03/12/2018 06:26 PMHello [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. I apologize for any confusion or misunderstanding on my part, but our records do not indicate a charge for $332.65. Your reservation with Frontier totaled $72.30, which was refunded on February 19th. We are respectfully unable to provide further reimbursement for your other travel back to Europe. I apologize for any inconvenience which this may cause you. Please let me know if there is something which I am missing, or if there is any more relevant information concerning this $332.65 which is being requested. Regards,  Customer Relations SpecialistFrontier Airlines

Dear Ms. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. Please accept our apology for the error of your miles dropping out of our system. Your miles have been reinstated. [redacted]: 40,768[redacted]...

[redacted] 42,442 Regards, [redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 10, 2015/06/01) */
Dear Mr. [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 on May 13th to Las...

Vegas. 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 manner. We certainly apologize for any inconvenience this delay created for you.
Our records indicate that you received your bag on May 15th. Central Baggage Specialist Miles has requested a refund for a $35.00 baggage fee. He also sent you information regarding our interim expense reimbursement process. If you have not already, please send receipts for any interim expenses to:
Frontier Airlines
Attn: CBS
P. O. Box XXXXXX
Denver CO XXXXX
If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:00 AM - 4:00 PM Mountain time.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 5, 2015/05/05) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Our records indicate part of your seat/bag fees were refunded on April 27 in the...

amount of $80 back to credit card ending in [redacted] I have set up a refund for the balance of $36 to go back to your credit card ending in [redacted] a total of $116.
Thank you for taking the time to write. We look forward to welcoming you onboard many future Frontier Airlines flights.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 7, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund has now been processed in full. Thank you, Revdex.com!

Initial Business Response /* (1000, 6, 2015/08/26) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
If you can provide us with medical documentation that your father will not be able...

to travel before the ticket expires, we would be happy to refund his ticket.
We look forward to hearing from you.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Tell us why here...Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. After reviewing your reservation, I have found that you were refunded the $45 fee you incurred at the airport. Your refund was...

processed on January 2nd, 2018 to a card ending in XXXX. Please be aware that refunds typically take 5-7 business days to reflect on the respective account. Please let me know if you need any additional assistance! Regards,Customer Relations SpecialistFrontier Airlines