Frontier Airlines, Inc.

Complaint: [redacted]
I am rejecting this response because: I was not offered any type of refund and I specifically stated that I would NOT accept airline credit through Frontier. I do not feel heard, validated, or respected in Frontier Airlines response. Again, I am requesting a full refund of my flight and my daughters flight.
Sincerely,
[redacted]

Response Email   02/16/2018 04:15 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   What We Can Do When you called in to discuss this schedule change, we were able to provide several...

options.   The first option was to offer you a refund for your flights and provide you and [redacted] each a $100 voucher to use toward a future Frontier flight. The vouchers were to be extended to 1 year beyond your original flight date so they would expire on May 14, 2019. You would not need to fly by then, just book new travel.   The second option was to move your flight to May 14, departing West Palm Beach at 8:55 PM and arriving into Islip at 11:40 PM. Due to having to spend an extra day in Florida, we would have approved for you to be reimbursed up to $150 for a night's stay in a hotel in place of the flight voucher.   The third option was to keep the schedule change and we would still extend the travel voucher out to one year for you.   What I Know According to our records, after we provided you with those options you called in regarding a refund. As was offered in the first option, we issued you a full refund of $150.60 and provided you and [redacted] with $100 vouchers.   [redacted]: xxxxxxxxxxxxxxxxx [redacted]: xxxxxxxxxxxxxxxx   Your compensation will remain in our system for redemption until it expires on May 14, 2019. 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.Regards,Customer Relations SpecialistFrontier AirlinesPs. We want your feedback! Fill out our survey and be entered to win 2 FREE round-trip tickets on Frontier airlines valued at $400. Click the link to take the survey: https://www.surveymonkey.com/r/J25VSBQ *One winner will be selected and notified by email each month. Please provide your name and email address at the end of the survey if you would like to be entered to win.

03/22/2017 07:16 PM Dear [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Our records only indicate that Frontier was contacted once on February 21st regarding the cancellation of a reservation. This reservation was booked and cancelled within our allowed 24 hour time frame, resulting in a full refund in the amount of $398.40.   Then 21 minutes after canceling the original Frontier reservation ([redacted]),a new reservation was booked ([redacted]). There was no further contact regarding the cancellation of a reservation until March 5, 2017 at 5:14 PM. Since, this reservation was not cancelled within 24 hours from the time of booking, this situation is not eligible for a refund. A travel credit in the amount of $173.90 still remains. Your credit will remain in our system until it expires on June 4, 2017. You do not need to fly by this date, you just need to book your travel prior to the expiration date.   I hope that I was able to provide a more clear breakdown of our policy. Thank you for your patience and understanding.   Best Regards,   [redacted]
[redacted] Frontier Airlines

01/18/2017 02:07 PM [redacted],Every reason for a flight delay or cancellation has to be filed with the FAA. Every strike from the pilots union has to be filed as a strike. There was not a notification from the Frontier pilots union stating they were officially on strike. Regrettably, this strike rumor was perpetuated by the media or possibly employees but there was no official pilot strike. The delays were caused by weather which had a down line effect for several days. Per the terms and conditions of the ticket which you agreed to at booking. We do not provide compensation or reimbursement for weather delayed or cancelled flights. I'm sorry you're not happy with our resolution. It's important we are consistent with our policies.[redacted]    01/18/2017 09:34 AM Dear [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I appreciate the time you've taken to share your feedback. It's important we remain consistent with our policies and I'm sorry you're not happy with our resolution. Respectfully, we do not compensate for weather-related events or consequential issues. Thank you again for contacting us about your recent experience. I recognize my response to you does not change the time lost and inconvenience you’ve experienced.Regards,[redacted]Customer Relations SpecialistFrontier Airlines

Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I apologize that your recent experience with us was not pleasant. Please be assured these are not the standards we strive to maintain.   Flight...

Notifications I apologize that the status of your flight was not correct when you checked to see if it was still on time. I can understand that you had to rush to the airport in severe weather only to find out the flight was delayed. We strive to notify passengers of delays and post the most up to date information regarding their flight and it is clear from what you have described that we fell short of this expectation. I have forwarded your comments to our management team so we can provide better service to you and other passengers in the future.   Customer Service I regret to hear that you, your wife, and 3 children spent an extended amount of time in the airport waiting to get on another flight or to find out if the the flight was cancelled without much assistance from our agents. It is never our intention to make passengers feel stranded or that they will not be assisted with getting to their destination. We will use your comments and those from other passengers to ensure that situations like this are prevented from happening again.   Rebooking Options I can understand your frustration regarding the availability of options to rebook on a Frontier flight. Due to a limited number of flights to Fort Myers per day and a large number of holiday passengers there were limited amount of seats available for passengers to be rebooked on.   Other Airline Rebooking Since the flight was cancelled due to something out of Frontier's control we do not offer rebooking on other airlines or reimbursement for purchases made on other airlines. The only compensation is to be rebooked on the next available Frontier flight or a refund. Please review our Contract of Carriage for any further questions regarding rebooking options.   Compensation I see that a refund for $631.50 was processed on December 20th. In addition to this I have issued each passenger a voucher worth $100 to use on a future Frontier flight. The vouchers will expire on June 28th, 2017 but travel may be booked as far out as Frontier's schedule allows.   While we recognize this does not change your experience we hope that you will choose to fly with us again in the future.   Regards,   [redacted] Frontier AirlinesCustomer Relations

12/07/2016 04:59 PM Dear [redacted]   We have received your correspondence as submitted to the Revdex.com and would like to speak with you directly. Please contact me or any of my colleagues here in Central Baggage at ###-###-####.   Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I look forward to receiving a check for the cost of my rental car, in the amount of $284.72 as is shown in the attached receipt.  Thank you!
Sincerely,
[redacted]

12/31/2016 09:12 AM Dear [redacted],Your check is being processed for $144.08  Thank you for your patience. Best wishes,[redacted]Customer Relations Specialist Frontier Airlines    12/29/2016 10:09 AM Dear [redacted],   We have received your correspondence as submitted...

to the Revdex.com and appreciate the opportunity to respond.   Our Apologies Flight irregularities can be very challenging and I understand you're flying with us because you have to be somewhere on a certain day and time. Please accept my apology for the inconvenience you experienced with the unexpected disruption on flight [redacted] from [redacted]) to [redacted]). It's never our intent to disappoint our passengers. I'm sorry you experienced this.   What We Can Do We value you as a customer. In an effort to make things right, I am able to approve your request for hotel reimbursement. If you could respond to this email and attach the receipt from your hotel stay, with the date and location of the hotel, I would be happy to reimburse you for that expense.   Come Back Soon Thank you again for providing valuable feedback. I recognize this does not change the time and inconvenience 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 Specialist Frontier Airlines

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the [redacted] and appreciate the opportunity to address your concerns.
In reviewing your reservation history it appears the [redacted] for the 2 carry-on bags...

has been left as a credit for you to use with future booking. This is valid one year from the June [redacted] 2015 date of issue.
The Economy fare purchased has a fee to carry-on a bag. You are allowed a free personal item not to exceed 14 X 8 X 14. Sizers are available at the airport ticket counters and gate. If agents determine the bag to be too large a fee is charged. It is important we remain consistent with our policies and your comments regarding not being charged on your outbound flight have been forwarded to our [redacted] Station manager for training purposes.
You can view our baggage policies at [redacted]X
Your business is very important to us. We hope to have the opportunity to restore your confidence in our service onboard a future flight.
Sincerely,
[redacted] Specialist
[redacted] Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although policy, the company CAN issue a credit of $60 which is what I recommend. I do not travel that often by air and if I do every two years, it is not always on Frontier Airlines. Furthermore, the people I traveled with were never charged and have not had to take time and deal with this issue.
Final Business Response /* (4000, 9, 2015/08/13) */
Dear Mr. [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're not happy with our resolution. It's important we are consistent with our policies in order to be fair to all our customers. Carry-on bag fees are non-refundable, as a customer service gesture the amount has been left for you as credit to apply to a new reservation.
We value you as a customer and look forward to the opportunity to serve you on a future Frontier flight.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. 52,247 have been reinstated to the ER account [redacted] per your request. Regards, [redacted] Customer Relations Frontier AirlinesTell us why...

here...

Complaint: [redacted]
I am rejecting this response because:Still waiting on Joe's response regarding reimbursement payment. They've refunded me in full for the flight via credit card credits, so the refund issue is resolved. For the reimbursement I was promised a check of $237.71 from Kayla (Customer Relations Specialist) on 12/20/17, and Joe (Customer Relations Supervisor) promised another 22.67 on his email on 1/1/18. This brings the reimbursement total to $260.38 so far so I am still short $238.60 for the reimbursement since I paid $498.98 for the [redacted] flight back to San Diego after being stranded in Austin. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I went on a couple of trips and wasn't charged using the same baggage. I wasn't charged when I went to Philadelphia but I was charged when I came back.
Sincerely,
[redacted]

06/23/2016 10:50 AM Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We apologize for the frustration and inconvenience you experienced while traveling with us. We are sorry to hear of your delayed bag and...

realize how much of an inconvenience this was for you. According to our computer your bag came into our Central Baggage Office and set up for [redacted], tracking number [redacted]. If you went out and purchased items while your bag was delayed, please email them to [redacted] As a customer service gesture, we are happy to provide you with a $100.00 electronic travel certificate. Please let me know if you would like to accept this and will issue them to you. Frontier Airlines sincerely apologizes for the delayed bag and the inconvenience this may have caused you. We hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances. Sincerely,   [redacted]Frontier AirlinesCentral Baggage Specialist

Response Email   03/16/2018 06:10 AM   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 the misunderstanding regarding the your compensation for...

giving up your seat on March 9th when traveling from back Orlando. I'm really sorry to hear that you were not provided with the terms of the voucher.   We Hear YouOur vouchers are usually a one time use. However, since the voucher is of a high value and will most likely need to be split up between flights, I'd be happy to change your voucher to better suit your needs. Please let me know if you'd like your voucher split up into $100 vouchers so that they may be used fully.   Be advised: For example, if you have a voucher valued at $100, and have a booking total of $105.00; I would recommend paying the additional $5 yourself instead of using an entire separate voucher. This would avoid the risk of losing any value of the vouchers.   The current $1000 voucher information is as follows, expiring June 7, 2018:   [redacted] XXXXXX: XXXXXXXXXXXX   Come Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airline. I'm confident your next experience with us will be a good one!  Regards,Customer Relations SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because:Please note that the information I was given and I am reporting in this complain came from a Frontier Customer Agent so I expect Frontiers to take the responsability for the inacurrate information I was given. Based on this response, I was given incorrect information and I could have boarded my plane. I dont undertsand why the discrepancy of information.  
Sincerely,
[redacted]

04/08/2016 09:56 AM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Frequent flyers members are required to have positive activity every 6 months in order to keep miles. Positive activity can be earned from a...

Frontier Airlines flight, a qualifying program partner, or Frontier Airlines [redacted] during any six month period. Your miles expired due to no positive activity within the 6 month required time. As a onetime customer service gesture 45,069 have been reinstated. If there is no positive activity within the next 6 months your miles will expire. No additional exceptions will be granted. Your expiration date is November 10, 2016If you have additional questions or concerns, please do not hesitate to contact our Early Return department at ###-###-####.Sincerely,[redacted]Customer Relations SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because: Their early returns miles credit card program is dishonest and misleading. I was told I would receive enough miles for 2 round trip tickets, and they were all gone after one round trip. I have contacted legal representation, and they are in the process of contacting frontier customers who may have been mislead by this program as well. We will be filing a class-action suit if necessary. 
Sincerely,
[redacted]

10/06/2016 10:42 AM Dear [redacted],   Thank you for writing us.   SchedulesI understand you're flying with us because you have somewhere to be at a certain time. That's a reasonable expectation! I know changes to your plans can be frustrating, and although schedule changes are an...

industry practice, here at Frontier Airlines we make every effort to minimize these changes. Often times, these updates are necessary for operational purposes, and at times, even reduce costs.   As a one time consideration, I would like to give you a full refund of your flight on October 11th. Would that be something you would be interested in?   Please let me know.   Kindly,   [redacted] Customer Relations Frontier Airlines

12/20/2016 08:25 AMDear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. It's never our intention to inconvenience our passengers and I’m disappointed to hear that your flight out of Las Vegas was cancelled. The...

creation of airline schedules is an incredibly complex process. In the course of 24 hours each plane visits multiple cities across the entire Frontier Airlines network. For that reason, bad weather in any part of North America can impact your flight, even though the weather in your departure city is fine. To be competitive in the airline industry means that we do everything possible to minimize flight disruptions. Crew members are limited in the hours they are allowed to work. Time waiting on delays counts as time worked and with cancelled flights may not be able to get to scheduled flights. We’re sorry that you were impacted by a delay related to weather in a different city. I understand that you feel disappointed, but must respectfully advise that this isn’t a situation where the airline would reimburse your other airline expense as weather is not within our control. If you are unable to travel with us on a later flight a refund is provided. I see this was done on the 18th crediting back to the card ending in [redacted]. This typically takes 7 business days to view on your side. Frontier 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. It's important for us to keep good relationships with customers like you. In an effort to prove we can do better, you were each issued a $25.00 voucher to use as a discount on a future Frontier flight. We appreciate your patience and hope to service your travel needs under better circumstances in the future. Thanks, [redacted]Customer Relations Specialist Frontier Airlines

8/18/2016 01:41 PM ( Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We have included below our responses to your previous emails and remain consistent with our policies.   Sincerely,...

  [redacted] Customer Relations Specialist Frontier Airlines   [redacted] Reply dated May 16, 2016   [redacted],   Please accept our apology for the flight disruption you and [redacted] experienced when you traveled with us from Minneapolis to Las Vegas on May 6. I regret that we were unable to provide advance notice of our maintenance delay that caused you to miss your scheduled connecting flight to Las Vegas.   The decision to delay or cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. It is never our intention to disappoint our customers.   I'm sorry that our agents weren't able to contact you so you'd have an option to take an earlier flight that would have allowed you to arrive to your destination sooner.   We have made your comments available to our Customer Service management team for training purposes. Your comments and those from other passengers help us to identify areas that need to be improved and we are grateful to you for your feedback.   We want our passengers to be safe and healthy. That's why we recommend that medications are not packed in your checked bag. Additionally, TSA regulations allow for exceptions for passengers traveling with mediation and medical devices that would have allowed you to carry your insulin on board with you.   While we are unable to refund any portion of your fare that was used for completed travel, we have issued flight disruption compensation and emailed details separately.   If you incurred additional meal expenses while you awaited alternate travel and would like to request reimbursement of qualifying expenses, please attach an electronic copy of your receipt to your reply to this email or send via facsimile to ###-###-#### (Attention: [redacted] C., File: [redacted]).   While we recognize this does not change your experience, we hope that you will choose to fly with us again.   Sincerely,   [redacted]Frontier AirlinesCustomer Relations   [redacted] Reply to request for $84.97 in meal and beverage expenses dated May 20, 2016:   Nicole, I received credit transaction details, but our accounting department requires itemized receipts for reimbursement. I regret that we are unable to reimburse passengers for on board charges, alcohol or gratuity. I look forward to your reply. You may attach electronic copies of receipts to send via facsimile. Kindly, [redacted] Customer Relations Frontier Airlines [redacted] Expenses referenced were: Onboard $16.97 [redacted] Denver $31.00 [redacted] $37.00