Frontier Airlines, Inc.

Complaint: [redacted]
I am rejecting this response because: This is not an excuse for not having a plane at the airport. After awaiting 4 days, no employee can advised anything on a flight pr when a plane was coming to [redacted]. 
Sincerely,
[redacted]

07/04/2016 11:29 AM [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I'm very sorry your original, pre-assigned seats were changed. We know seat assignments are important to our customers, and it's...

never our intent to cause undue inconvenience.   I am not sure why your Fiance's seat assignment was changed. Please respond to this email with the record locator for your Fiance and I will investigate further.   Sincerely,[redacted]Customer Relations SpecialistFrontier Airlines

09/05/2016 11:19 AM Dear [redacted],   Thank you for contacting Frontier Airlines. I have received your correspondence from the Revdex.com and appreciate the opportunity to respond.   Flight 1519 I apologize that your flight was delayed. My research shows that the flight...

was delayed due to a security issue on a previous segment. We take all security issues very seriously and I regret that your flight experienced a delay to this issue at another airport. It is never our intent to disappoint our passengers.   Customer Service When a flight is delayed due to something out of our control we do not issue vouchers to cover meals or offer discounts on future flights. I apologize that this was not made clear to you but because the flight was delayed  due to something out of our control these services were not offered. Please be assured that your comments regarding this will be forwarded to management so we can provide better service to you and other passengers in the future.   Flight Changes In order to change your flight I am going to have our Reservations department contact you to make the necessary changes. I have approved for them to waive the $99 change fee but fare differences will still apply. If you do not hear from them in the next 72 hours please contact them at ###-###-#### and give the agent the following incident number: [redacted]   We appreciate your business and hope that you will continue to fly with us in the future.   Kindly,  
[redacted]
Frontier AirlinesCustomer Relations

Revdex.com:It looks like the miles were added to my account, we sure did get the run around without any help from customer service, we contacted [redacted] and they stated they released the miles and frontier told us they did not know anything about this, we did put [redacted] and frontier on the phone together with a manager and they did not resolve anything, 3 days ago the miles were in my account AFTER numerous months of calling. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Response Email   08/15/2017 02:00 PM  Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thanks for contacting Frontier Airlines about you refund request from your flight [redacted] to...

[redacted] on July 21st. I'm sorry that you weren't able to fly with us, and  I am happy to address your concerns.   We're Here to Help!I did some research for your reservation and it looks like the refund that you requested has been issued. The total amount for the refund that you are receiving is $XXX.XX  and it all went back onto the [redacted] ending in XXXX. Please allow 5-7 business days for the transaction to transfer back to you.   Come Back Soon I am sorry that you had to cancel your flight, but I do hope that you will fly with us soon. I'm confident your next experience with us will be a good one!  Regards,Customer Relations SpecialistFrontier Airlines

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 would like to note the 'friendly representative' you refer to was not a Frontier airline staff, just anotherAirport worker who was able to look up the flight information.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the [redacted] and appreciate the opportunity to address your concerns.
Please accept my apology for the delay in responding to your email sent to...

[redacted]@flyfrontier.com. I have verified that your email was received and responded to on July ** 2015. Your refund of the [redacted] fare less the [redacted] fare has been requested and as advised will take approximately 4 to 6 weeks and will be mailed to the address you provided. The [redacted] bag fee was also refunded.
We are committed to providing our passengers with a pleasant and enjoyable experience and regret that we fell short of this when you contacted us. We have high expectations of our reservations department. For training purposes; we have made your comments regarding the hold time and difficulty contacting us available to the customer service management team.
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

Dear Ms. [redacted],

We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

Frontier Airlines recommends customers arrive at least two hours or more prior to departure time. We require passengers to be checked in...

with boarding pass in hand a minimum of 45 minutes prior to the scheduled flight departure for domestic flights. We advise this while making your reservation as well as in your emailed receipt. We understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure.

Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have caused. We are disappointed that you may not be satisfied 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 be consistent when it comes to following the policy and guidelines of our 45 minute cut off time.

Regards,

[redacted]
Customer Relations Specialist
Frontier Airlines

Hello [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. The pictures were reviewed and you were approved for reimbursement. I issued your check for reimbursement for your baggage damage in the amount of $77.30. Your reimbursement check will be sent xxxxxxxxxxxxxxxxxxxx. Please allow 4-6 weeks for processing and delivery. Sincerely,Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/10/21) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We apologize for your bag delay and I'm sorry your felt our previous apology was...

generic. Our records indicate you have been refunded two $20 checked bag fees.
We apologize for the 26 minute delay from Denver to Portland on your return flight September 27, due to aircraft swap.
Below is the response to your email that you sent on 10/7/2015, this response was sent to you on 10/9/2015 just a few days later. You filed this Revdex.com on October 16, a week after we responded to you.
Dear Ms. [redacted],

Thank you for contacting Frontier Airlines Customer Relations and Central Baggage Service. We apologize that due to an unexpected amount of email contacts we did not have the opportunity to respond prior to today.

We are sorry to hear of your luggage and customer service issues when you traveled on Frontier.

If you have receipts for authorized covered expenses while your baggage was delayed, those can be e-mailed to us at: [redacted]

Please include a short note requesting reimbursement, your claim reference, CUNFXXXXXXXXX, a good contact number and your permanent address so they know where to send the check.

Once your receipts have been received, we will forward your interim request to the station for follow-up with you.
You may reach the Cancun Baggage Service office directly at XXX-XXX-XXXX, with any inquiries regarding the interim expense reimbursement.
The Central Baggage Service Office has requested your second $20.00 baggage fee to be processed for a refund. The refund will go back to the original form of payment, credit card ending [redacted]1010. Please allow 7 days for processing.
Your concerns have been made available for review by our management. Managers are asked to review all feedback and use it to implement product and service enhancements.

Frontier Airlines appreciates your business and we look forward to serving you on a future Frontier Airlines flight, under more pleasant circumstances.

Sincerely,
[redacted]
Frontier Airlines
Central Baggage Specialist
I hope I have responded to all your concerns.
Regards,
[redacted]
Customer Relations
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I asked for a refund of our flights and the bag they wouldn't pay for. They responded that they would send refund for the bag and a $100 credit for each of us. I have them the receipt for my bag again and told them the $100 wasn't satisfactory. She replied that they would be sending a refund for the bag and absolutely nothing else regarding the rest of my complaint. These people are crooks. They [redacted] you around so much in hopes that you just give up.
Final Consumer Response /* (4200, 11, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My outbound and return flight were on schedule? Our flight from Denver to cancun sat on the Tarmac for 45 minutes before taking off. And our flight from Denver to Portland was also delayed as you've acknowledged earlier in the thread. You might want to get your facts straight before making those statements.
Further, if you don't provide refunds, I would like two round trip tickets anywhere you fly. Especially if you're putting an April 2016 expiration on them.
Final Business Response /* (4000, 13, 2015/11/23) */
Dear Ms. [redacted],
My apologies, when we provide compensation for delays it's if flights are over 2 hours delayed. So I was referring to over two hour delays were compensation would have been provided.
The $100 vouchers were provided as a customer service gesture for your delayed bags, as I mentioned compensation is not provided unless a flight is delayed over two hours. If a flight is delayed for two hours, a $25 vouchers would be provided.
We also refund your bag $40 bag fees and reimbursed you $309.97 for receipts of your authorized covered expenses.
We do not have nor do we provide round trip vouchers. I'm sorry we're unable to honor your request.
We have gone above and beyond our company guidelines in providing compensation, no additional compensation will not be provided.
Regards,
[redacted]
Frontier Airlines

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less...

than that. It sounds like we failed this time and that is regrettable. What I Can DoUnfortunately, I am unable to honor your request for a refund. Since the credit expired, I am unable to extend the date on it. What I can do is provide the $358.00 in the form of a travel voucher that may be used on a future Frontier flight. I am also going to extend the expiration date of the voucher for 1 year so that you have more time to redeem it. For your convenience, I have provided your voucher information below. [redacted]- #xxxxxxxxxxxxxxxxYour voucher expires on December 12, 2018, but you do not have to travel within this time frame. Travel just has to be reserved before the expiration date. Further voucher redemption details are below.Come Back SoonI recognize this does not change the time lost and inconvenience, 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,Customer Relations SpecialistFrontier 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.
Please accept my apology for any delay in responding to your request for using your...

miles for [redacted] membership. In reviewing it appears it was mailed [redacted] On [redacted] the electronic form to print and take to the [redacted] was emailed. The certificate was emailed again on [redacted] with an attempted phone the same day with a voice message left.
We are committed to providing our passengers [redacted] requested information and regret that we fell short of this when you contacted us regarding your miles expiring, how to redeem for something other than a flight and previous information no longer available. We have high expectations of our employees and are disappointed not all questions were answered. For training purposes; we have made your comments available to the [redacted] manager. Respectfully we would not pay for the family membership to the [redacted] or replace minutes spent on the phone.
With our recent updating not all functionality has been restored which is why you were unable to check the information online. As mentioned in the previous email our [redacted] expiration policy changed. All members will need to have positive activity once every six months to avoid expiration of their miles.
Thank you for your patience.
Sincerely,
[redacted] Specialist
[redacted] Airlines

Complaint: [redacted]
I am rejecting this response because:As previously stated nothing has been done to resolve the loss of luggage.  I expect prompt reimbursement for the stroller and accessories attached to it  anything less is unacceptable.  No resolution has been received and the only correspondence from frontier has been excuses.
Sincerely,
[redacted]

Response Email   10/20/2017 02:23 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I have reviewed your recent flight situation and correspondence with [redacted] regarding your refund...

request.   I am sorry to hear about your experience and will be happy to provide you information for your reimbursement.   Reimbursement I show that we sent a check to this address. The check amount sent was $50. The reimbursement was Frontier's approved amount to be reimbursed. I show that you listed your customer information on the Revdex.com complaint as XXXX. I am concerned there may have been a mix up. Please respond to the email sent directly from Frontier to verify this information for me.   Unfortunately the hotel reimbursement request has been denied as it does not fall into our policy to reimburse for hotel stay due to the circumstances of your missed flight. I apologize if this is not the information you wanted to hear.   Refund Request As [redacted] stated previously, the cancellation fee is part of our policy under the Contract of Carriage. Due to all the circumstances surrounding your experience I am going to refund this fee to you as a customer service gesture. You will be receiving a $99 refund onto your Visa ending in XXXX. Please allow 3 to 5 business days for this refund to appear on your card.   Customer Service I understand the frustration regarding your recent experience attempting to travel to [redacted]. At Frontier we strive to provide a high level of service and dependability. I am sorry that this was not your experience regarding your luggage or communication with [redacted]. We have taken this feedback seriously so we can take appropriate measures to ensure your experience is not repeated.  We Can Do Better I know that throughout this whole experience you have felt disregarded by Frontier. Please understand that this is not the case. Your circumstance is unique in that we typically don't have passengers arrive for flights that have flown the previous day. I recognize that all of this has done little to remedy your opinion of Frontier. I hope we get an opportunity later on to prove to you we can do better.   Regards,   [redacted]

03/17/2017 12:45 PM Good afternoon Mr. [redacted],   We have received your follow up email, in additional to your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. As requested, your concerns were escalated to me, the Manager of Customer Relations with Frontier Airlines.   I would like to provide you with the details of the credit card application that was provided to you on the flight, the details are at the link below regarding points received.   [redacted]   As for the actual application that was signed, those do not come back to Frontier but are sent to [redacted]'s, and you can find details for them below. I can not guarantee that [redacted] will be able to provide you with a copy of the signed application.   [redacted]   Again I know this isn't the resolution you were hoping for but hopefully the additional information provided will help clear up some of the questions you have.   Thanks,   [redacted]Customer Relations ManagerFrontier Airlines

08/08/2016 03:55 PM Dear [redacted]   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Terms & Conditions I am unable to compensate you for the Mastercard you applied for. Our website and the credit card application explicitly explain our terms and conditions before you apply. When you applied for the credit card you agreed to the terms and conditions of the card.   I understand this isn't the answer you are looking for, but we would appreciate the opportunity to serve you on a future Frontier flight.   Sincerely,   [redacted] Customer Relations Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:Because the policies they have a in place are horrible. If someone can't get the proper paper because they have been cut off from family. They just wanna keep the money because they are a greedy company 
Sincerely,
[redacted]

Response Email   03/08/2018 06:06 PM   Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Damage I am very sorry to hear about the brown spots that you found on your...

clothing. Frontier does not assume liability for any damage to the contents of bags. While I know this is not the resolution you were looking for, Frontier is not liable to reimburse for this type of damage. I apologize for any inconvenience.   Come Back SoonWe truly hope that the inconvenience you encountered doesn't deter you from booking with us in the future. We hope to see you on a future Frontier flight!Sincerely,Customer Relations SpecialistFrontier Airlines

10/20/2016 12:44 PM   Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our Regrets On March 21, 2015 we issued credit to use for a future flight, due to the disruption in your travel plans that you...

booked through [redacted].  One credit was issued in the amount of $139.00 for the flight and an additional credit for $9 for ancillary fees.  At the time, you were informed that the credits were good for one year from the date of issue, as noted in your reservation.  I apologize if there was any confusion concerning the validity of this credit.    What I Can Do As a one time gesture, we are able to issue one voucher for $148.00  ([redacted]) to use towards future travel. The voucher must be redeemed by January 19, 2017, but you do not have to travel within this time frame, travel just needs to be booked by then. No further extensions will be allowed.We thank you for the opportunity to assist you in this matter.[redacted]Frontier AirlinesCustomer Relations

08/24/2016 02:45 PM Dear Ms. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Thank you [redacted], I will get this taken care of for you. I should be able to have a check issued by the end of this week, at the latest...

the first of next week. I apologize for this having to reach our office here at General Headquarters, it should have been taken care of by the station.   We have received your information and will be sending you a settlement by September 9, 2016.   If we can be of further assistance, please don't hesitate to contact us via email at: [redacted] or by calling: ###-###-#### Monday-Friday 7:00am-4:00pm  and Saturday, 8:00am-4:30pm 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, [redacted] Central Baggage Supervisor Frontier Airlines