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Frontier Airlines

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Frontier Airlines Reviews (813)

Hi ***, We have received your rebuttal as submitted to the Revdex.com and I would like to sincerely apologize for your continued disappointment I have logged your feedback regarding the poor website design and I apologize that we couldn't come to a more satisfactory resolution for you I hope you will change your mind and use the stored ticket credit on a future flightI'm confident your next experience will be a good oneYour credit of $can be redeemed online under code [redacted] before January 15, Kindest regards, ***Frontier Airlines Leadership

Initial Business Response / [redacted] (1000, 5, 2015/05/28) */ Dear Ms***, 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 We would like to apologize for the items that were missing from your checked baggage when you arrived in Chicago O'Hare on May 8thThere are circumstances when Frontier Airlines does not assume liability for missing itemsEach airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions, of liability The most recent notes in your file indicate that Chicago O'Hare had reached out to you to discuss your baggage issue and had not heard back from youWe have refunded your $baggage fee, which will go back to your credit card ending in If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:am-4:pm Mountain time Kind regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is ridiculous to respond to me with a refund of $after missing work, delayed luggage, terrible airplane condition, missing items inside my bad, bad customer service, Manger [redacted] making promises she never kept in regards to the situation really, noo I will never fly this airlines again and need to repair the inside of their plane Final Business Response / [redacted] (4000, 9, 2015/06/11) */ Dear Ms***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns We are sorry to hear of the unpleasant condition of the aircraft cabin you describedOur goal is to provide our passengers with the best possible air travel experienceYour comments have been forwarded to our Aircraft Appearance for consideration If there is any specific information you would like me to forward to Chicago O'Hare, please let me know Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Response Email 02/16/01:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond As per your conversation with our Reservations Specialist on February 10, 2018, your refund request has been approvedWe have refunded the amount of $160, which is the total amount paidPlease allow up to days for the airline to process the refundAfter Frontier Airlines completes the refund, your bank will take a few days to post the funds to your account.As a gesture of apology for the schedule change, we have issued an electronic voucher in the amount of $100, which provides a discount on your next Frontier Airlines flightTo 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 the following voucher number: xxxxxxxxxxxxxxxx.This voucher must be redeemed by May 11, 2018, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allowsFurther voucher redemption details are below.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 costsWe appreciate your cooperation as these changes will allow us to pass the savings through to our customers by continuing to offer the lowest fares in the industryCome Back SoonI apologize again for your past experience, and I highly encourage you to give us the chance to impress you on your next flightI'm confident your next experience with us will be a good one!Regards,Customer Relations SpecialistFrontier Airlines

06/13/04:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondPer the terms of the Early Returns mileage program which state: Frontier Airlines reserves the right to change or terminate the EarlyReturns® Program, in its entirety or any part thereof, without notice to MembersChanges may include, but are not limited to, alteration to Program rules, General Terms and Conditions, travel awards (subject to fees/taxes), mileage award levels, partner affiliations, rules for earning mileage credit, continued availability of awards, or the number of seats available for award travel (subject to fees/taxes) to any or all destinations.Such changes to the Program may also include modifications which: Govern mileage credits earned on and after the date of change Change the value of already accumulated mileage credits Govern mileage credits earned on and after the date of change in the value or already accumulated mileage credit Regrettably, I would not be able to honor your request to reinstate your expired miles Records show your miles expired on 11/10/15, which is to far back to be reinstated 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 resolution Regards, [redacted]

09/17/06:PM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Reimbursement Request We do not reimburse you for hotels that were planned prior to the tripI have sent in the reimbursement request to our Financial departmentPlease allow 4-weeks to receive your $checkI hope you have a great evening Kindly, [redacted] Customer Relations Frontier Airlines

Response Email 08/15/03:PM Hello [redacted] , Thank you for speaking with me over the phone todayHere is the information regarding your travel credit Travel Credit You have been issued a travel credit in the amount of $XXX.XX This credit will expire on November 13,2017, but you do not have to travel by this dateTravel just needs to be reserved by this dateTo redeem your credit, please go to [redacted] when you are ready to book travelYou will create a new reservation and continue all the way to the payment screenClick on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code: [redacted] , and this email address: [redacted] If applicable, a credit card will be required for any residual value We Value You Thank you for contacting us in regards to your reservationWe look forward to seeing you on a future Frontier flight Regards, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ Dear [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 us recentlyIn spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely mannerWe certainly apologize for every inconvenience this delay created for you Our records indicate our [redacted] station has provided reimbursement for your interim expensesWe also show that on [redacted] a refund was processed for [redacted] checked baggage feesWe do not refund tickets that are flown on, even in the event of a delayed bagRegrettably we cannot honor your request for your tickets to be refunded If we can be of further assistance, please don't hesitate to contact us via email at [redacted] or by calling XXX-XXX-XXXX [redacted] Mountain time Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

01/13/11:AM Dear ***,Per our conversation this morning, I am willing to resolve your issue from the corporate officeI understand you submitted those receipts to the [redacted] airport I will work with the [redacted] airport staff to locate your receipts and resolve this issue However, if you are able to locate the receipts and submit them to me directly, we can expedite this process.Sincerely, [redacted] [email protected] 01/05/09:AM Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Per our telephone conversation today, I understand your frustration and apologize for your experience during your recent travel with usI really want to address and resolve any remaining issues stemming from your tripHowever, I will need some additional information from youKindly provide the date of travel, and/or reservation code, any receipts and other paperwork provided by the destination airportI can then further research and ultimately resolve this issue from the corporate office Unfortunately, I can not accommodate your request for a refund of the airfare because the flights were actually flown Sincerely, ***

04/07/12:PM ***, I understand your frustration, however any compensation will come from ***We work closely with [redacted] and have requested they respond to all issues/complaints concerning their flights.I apologize for the inconvenienceKindly, [redacted] Customer Relations SpecialistFrontier Airlines

Complaint: [redacted] I am rejecting this response because:CFR sets forth the required compensation for airline passengers involuntarily denied boardingBased on the facts at hand and per 250.5(c), I am entitled to 400% of the fare for my return flight from Tampa to Philadelphia ($X = $706.40) (1) Frontier is a carrier per 250.1; (2) the flight was oversold - when I attempted to check in online on Monday, February 5th for my flight on Tuesday, February 6th, the reservation was changed to Wednesday, February 7th When I called customer service, I was first told that I was “accidentally moved” (yet no one thought to tell me of this)When I inquired about being put on the original flight, I was told the flight was overbooked and this was not possible.; (3) Frontier did not offer alternate transportation that arrived at the final destination less than two hours after the planned arrival time - the suggested flight offered was hours after the original flight was due to take off.;(4) no exception identified in applies400% of the flight for which I was involuntarily denied boarding is $I request the check for $to pay for the costs incurred due to Frontier's dishonest, evasive and negligent business practices This includes the rental car, hotel, and meal vouchers I am still owed $on top of the $which is why I cannot agree that this has been resolved.I have communicated directly with Frontier on multiple occasions and they are aware of my position.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 should the company actually follow through with the proposed action Sincerely, [redacted]

Response Email 02/23/08:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur Apologies I am truly sorry for our agent's behavior and the appearance of the planeThat is certainly not the service we strive to provideCarry-on's and Personal Items We allow every passenger a free personal item to put under the seats in front of themCarry-ons are different from personal itemsPersonal items are purses, laptop carriers, small backpacks, etcCarbags are small suit cases, or duffle bags that are stowed in the overhead binsWe charge a fee for all carbagsPlease visit our Baggage page for more information Customer Service is Key Your description of how our flight attendant handled this situation is concerning and I can only assure you this is not the type of service we strive to provideI'm sorry that happened to you Frontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated Cleanliness is ImportantWe employ a crew of professional cleaners to make sure our standards of cleanliness are met for every flight, which unfortunately, were not when you flew with usI know that cleanliness is important for comfort when traveling and I'm sorry for the condition of the plane when you boardedBe assured I have logged your observations for our Aircraft Appearance teamWe Care About YouIt is important for us to keep good relationships with customers like youIn an effort to make things right, I would like to issued a voucher for $(#xxxxxxxxxxxxxx) to use towards future travelThis is the amount you paid for your second flightYour voucher expires on August 24th, 2018, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are belowCome Back SoonI apologize again and highly encourage you to give us the chance to impress you on your next flightI'm confident your next experience with us will be a good one! Kindly,Customer RelationsFrontier Airlines

Initial Business Response / [redacted] (1000, 4, 2015/07/16) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Please accept my apology for any inconvenience you and your family experienced due to the time change of your return flightWhen we have a schedule change you are notified by email, if the email is not responded to the new flight time is assumed acceptedI understand your frustration but am glad you were able to discover this by checking the website before departing for the airport As mentioned in the previous email sent we do not provide compensation or reimbursement for schedule changesRespectfully we would not reimburse the additional hotel expense of staying for the dayAs a customer service gesture, we have issued an electronic voucher in the amount of [redacted] for each of you, which can be applied towards your next [redacted] Airlines flight 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: XXXXXXXXXXXXXXXXX [redacted] XXXXXXXXXXXXXXXXX [redacted] XXXXXXXXXXXXXXXXX [redacted] XXXXXXXXXXXXXXXXX [redacted] This voucher must be redeemed by [redacted] 2015, but you do not have to travel within this timeframeFuture travel may be booked out as far as [redacted] schedule allows We look forward to welcoming you aboard a future [redacted] Airlines flight Kindly, [redacted] Customer Service [redacted] Airlines [redacted] Electronic Vouchers: A few more things to know about the voucher: It's not redeemable for cash It's valid for days from the date of issue and may not be extended It may not cover the entire value of the purchase It may be used only once, so there will be no remaining value after redemption It's not transferable and may only be redeemed in the name of the passenger [redacted] whom it was issuedThe name on the new reservation must match the old reservation exactly It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges

01/02/11:AM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We Value Your Business I see that you were charged $dollars instead of our standard $Same Day FeeAs a one time customer service gesture, I have refunded you the $Same Day Fee we charged youPlease allow 4-business days for the charge to show up on your bank statement Please know that we do value you as a customerIn an effort to make things right, I have issued you a Frontier voucher in the amount of $to use towards future Frontier travelYour voucher expires on April 2nd,but you do not have to fly by then, travel just has to be reserved before the expiration dateOur policy will not allow me to refund for flown travelI am sorry for the inconveniencePlease see below for further redemption details [redacted] : [redacted] Thank you again for contacting us about your recent experienceI recognize my response to you does not change the 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 one.Kindly, [redacted] Customer Relations SpecialistFrontier Airlines

[redacted] I apologize I was not able to reach you by phoneWe appreciate your feedback and need to gather additional information in order to assist you furtherPlease attach a copy of [redacted] hotel and food receipts for review.We assure you that your concern is important to us and we will get back to you as soon as we receive this needed informationFlight delay compensation is issued based on the length of the delayed departureRecords show a $voucher ( [redacted] ) was issued to each passenger [redacted] was also issued a $voucher ( [redacted] ) for her baggage issue [redacted] $compensation will remain in our system for redemption until it expires on 2/20/and the $until 3/20/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.Kindly, [redacted] Customer Relations SpecialistFrontier Airlines

Complaint: [redacted] I am rejecting this response because: I want to speak to someone in higher management about this issueFrontier keeps having the lower supervisors contact me instead of a higher manager they are not taking this seriously and they have yet to refund me for the carseat, ship my Granddaughters booster seat, fix or replace my broken luggage and do something about my Grandsons blanket that they lost they believe a few emails and dollars will fix this but it won't I still have the broken suitcase and the missing items and out the money for a carseat and all they offer is emails and a dollar creditso no I refuse this offer thank you Sincerely, [redacted]

02/06/12:PM Dear [redacted] ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOn behalf of Frontier Airlines, I sincerely apologize for your delayed baggage and any inconvenience the delay has causedMy records show that your baggage has been located and delivered to youI'm only able to refund the fees for the segment for which your bags were delayedTherefore, The $bag fee per bag has been refunded to your [redacted] A refund totaling $should reflect on your card within daysThe baggage fee for the outbound trip was paid for on January 19, The baggage fee for the return trip was paid on January 23, Segment was not affected and therefore I can not refund those fees.If you incurred additional interim expenses, please submit your receipts to [redacted] and we will be happy to reimburse those expenses Should you have further questions and/or concerns, please feel free to contact me or any of my colleagues at [redacted] Sincerely, ***

Initial Business Response / [redacted] (1000, 11, 2015/10/14) */ 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 sincere apologies for any damage your stroller and car seat sustained when they traveled with usWe followed up with our Atlanta station regarding your situationThey have advised us that they will be reaching out to you and replacing the items Please let us know if you have any questions Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Response Email 10/27/12:AM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Apologies While information regarding our baggage fees is available under the Travel Information portion of our website, I understand that you feel this information was not properly conveyedI will forward your feedback along to management for review Your Refund As a customer service gesture, I have refunded your baggage fee of $to your [redacted] ending in XXXXPlease allow 5-business days for this to reflect on your account Come Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airlineI'm confident your next experience with us will be a good one! Regards, [redacted]

10/03/05:PM Dear [redacted] ,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondPlease note that our Baggage Department will be addressing your baggage concern and will contact you when they have an update Checking In I'm sorry to hear that you experienced a wait to check in for your outbound flight on September 24thWe open the ticket counter two hours prior to the scheduled time of departure for a flightOur policy to open chehours before the flight is with a focus on efficiency and making sure every passenger gets to their correct flight on timeI'm happy to see that you checked in at the counter shortly after it opened RefundWhile reviewing your reservation I noticed that travel was completed between Minneapolis and San Antonio on September 24th, and San Antonio and Minneapolis on September 27th.I apologize for the disruption to your travel plans caused by the delay and baggage issue Regrettably, we are unable to honor your refund request because travel was completed on the Frontier Airlines ticketCustomer Service Is Key The behavior that you described of our agents in Denver is disappointing for me to hearWe strive to provide a high level of customer service to our passengers and I'm sorry that was not the case in DenverBe assured that your comments have been made available for the manager in Denver to review with our agents Once again, we sincerely apologize for the experience and you will be contacted by our Baggage Department when they have more information about your luggageThank you for choosing Frontier as your travel partner Sincerely, [redacted] Customer RelationsFrontier Airlines

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Address: PO Box 492085, Denver, Colorado, United States, 80249

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