Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/09/16) */ Dear Ms. ***, 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 the unsatisfactory service that you... experienced during check-in at our Denver station on September 1. We understand your concern and appreciate receiving your comments. It is through customer feedback such as yours, that we are able to continually improve the quality of our service. Frontier Airlines recommends customers arrive at least two hours or more prior to departure time. Because of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of 45 minutes prior to the scheduled flight departure for domestic flights, and 60 minutes for international flights. Passengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees. The kiosk is programmed to stop checking in at the 45 minute cut off and give a message: "Your flight is boarding soon. Please proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the 45 minute cut off. You must have your boarding pass in hand at the 45 minute cut off. 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. In your complaint you said you "you arrived roughly 7:15 a.m. (although the kiosk time stamp shows 7:29 am, which is 26 minutes before departure) and had a flight leaving for Los Angeles at 7:55 a.m. I was definitely running a bit behind due to heavy traffic, but still arrived with plenty of time to get to my gate especially since I had no checked bags, or carry-ons." You didn't have any bags to check in, as a customer service gesture the agent printed a boarding pass because you didn't have bags and your friends had bags to check in, in which we have to stand by the 45 minute cut off. 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. 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 / [redacted] (3000, 8, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) After I stated that I, a Caucasian woman, was given a boarding pass [redacted] no problem and that my travel companions, both Hispanic, were denied theirs despite arriving at the same time as me, Frontier responded that I was given mine because I didn't have any checked bags or carry ons and that my companions were denied their boarding passes [redacted] "they had carry ons." Which they did not. Frontier did not seem the least bit bothered by the fact that my boarding pass [redacted] torn up in front of my face or that their agents are mistreating customers due to skin color. This is a horrible business and I will make sure that everyone I know, knows to fly with another provider. Final Business Response / [redacted] (4000, 10, 2015/10/11) */ Dear Ms. ***, We have received your rebuttal as submitted to the RevDex.com. Our airline is a divers airline, we have many nationalities who work Frontier Airlines as well as travel with Frontier Airlines. Passengers who arrive late has nothing to do with color of their skin. As I mentioned in my previous email the kiosk time stamp shows 7:29 am, which is 26 minutes before departure) and had a flight leaving for Los Angeles at 7:55 a.m. you stated you didn't have no bags or carry-ons, as a customer service gesture the agent printed a boarding pass because you didn't have bags. Our records indicate your friends had bags to check in, this is why they were not given boarding passes. We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances. Regards, [redacted] Customer Relations Specialist Frontier 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 Sincerely, [redacted]

06/02/01:PM Dear Ms [redacted] ,After reviewing your chain of emails, we noticed that one of your emails with your receipts exceeded our maximum limit for this email server This would be why we never received your receipts If you could kindly resend your receipts to [redacted] , we will be happy to review your interim expenses for reimbursement We do apologize for the confusion, as we assumed that the face washes were prescription and therefore sent you the information in the previous email.Please send the receipts to the [redacted] and we will be happy to review them.Thank you.*** 05/31/03:PM Dear Ms***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.We do understand your frustration regarding your missing bag; however, our ultimate goal is to reunite you with your missing property This process can take up to days During this day period, we are attempting to find your bag through a number of paths We have been reaching out to, not only, Frontier stations, but also other airlines through the Worldwide Tracing System Receiving responses from those other airlines can sometimes take time We do need that day timeframe to conduct our search If we locate our bag, we will contact you immediately After that day period, if we are unable to locate your bag, your claim will be sent for processing.You also addressed acne medication that you require We do apologize, however, under our Contract of Carriage (that every passenger agrees that they have read during the purchase process), any kind of medication is not a covered item The only items we are able to reimburse are clothing, toiletries and shoes In addition, we did receive your interim reimbursement and it has been sent for processing Ms***, thank you for giving us the opportunity to respond to your rebuttal and we will certainly call you if we are able to locate your bag.Respectfully,***

Email 08/19/12:PMHello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for contacting Frontier Airlines about your experience on your flight from [redacted] to [redacted] on July 21stI'm sorry to hear of your experience on the aircraft while traveling with usOur ApologiesI am sorry that you had a bad experience when flying back to the statesFrontier 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 repeatedWhen the seatbelt sign is on, passengers are required to be in their seats with their seatbelt fastenedI understand you had an emergency, and I apologize for the conflicting information regarding restroom usage traveling with usIf a member of the flight deck is using the restroom, a flight attendant will stand near the restroom and advise passengers to keep a further distance than usual from the door to the flight deckIt sounds like the flight attendant could have handled the situation in a more professional manner and I am sorry that this was your experienceWhat I Can DoIt's important for us to keep good relationships with customers like youAs an apology for your experience on this flight, I have issued you a $voucher to use for a future flight.***: XXXXXXXXXXXXXXXXThis voucher must be redeemed by November 18th, 2017, but you do not have to travel within this timeframe, the reservation needs to be bookedFuture travel may be booked out as far as Frontier's schedule allowsFurther voucher redemption details are below.Come 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!Kindly, [redacted]

Dear Ms [redacted] We have reached out [redacted] regarding the matter and have not yet heard back from them We hope to assist you in resolving the issues as soon as possibleWe appreciate your patience while we work to resolve the matter with [redacted] s Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Dear Ms***, 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 genericOur records indicate you have been refunded two $checked bag fees We apologize for the 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/just a few days laterYou filed this Revdex.com on October 16, a week after we responded to you Dear Ms***, Thank you for contacting Frontier Airlines Customer Relations and Central Baggage ServiceWe 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 follwith 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 $baggage fee to be processed for a refundThe refund will go back to the original form of payment, credit card ending ***Please allow days for processing Your concerns have been made available for review by our managementManagers 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 / [redacted] (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 forThey responded that they would send refund for the bag and a $credit for each of usI have them the receipt for my bag again and told them the $wasn't satisfactoryShe replied that they would be sending a refund for the bag and absolutely nothing else regarding the rest of my complaintThese people are crooksThey [redacted] you around so much in hopes that you just give up Final Consumer Response / [redacted] (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 minutes before taking offAnd our flight from Denver to Portland was also delayed as you've acknowledged earlier in the threadYou 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 flyEspecially if you're putting an April expiration on them Final Business Response / [redacted] (4000, 13, 2015/11/23) */ Dear Ms***, My apologies, when we provide compensation for delays it's if flights are over hours delayedSo I was referring to over two hour delays were compensation would have been provided The $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 hoursIf a flight is delayed for two hours, a $vouchers would be provided We also refund your bag $bag fees and reimbursed you $for receipts of your authorized covered expenses We do not have nor do we provide round trip vouchersI'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

Response Email 03/27/07:PM Hello Nicole, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur ApologiesI'm sorry to hear how things turned out when you arrived at our check in counterFrontier has a strict minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageIt is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned.Check-InI know firsthand that navigating an airport can be challenging, especially when there are long security linesIt's for that reason that we require passengers and their baggage to be checked in at least minutes prior to departureIt really is a good idea to get to the airport at least hours in advance of your flightFor those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change fee The most I can offer is the amount of your one way ticket that was missed in a credit to use towards future Frontier travel.We Hear YouI understand it's frustrating that our counter agent could not accommodate your request for late check in, but there is no excuse for the behavior you describedWe take these types of reports seriously and use them as training opportunities.Thank you for letting us know how we can improve.Regards,Customer Relations SpecialistFrontier Airlines

Complaint: [redacted] I am rejecting this response because: [redacted] does not own the Frontier Airlines and it was the airline that failed to do the maintenance to the generator on the airplaneWe talked to the gentleman taking our boarding passes when we were brought back to the terminal and taken off the airplane and he (***) told us the airline knew about this for weeksWhat would of happened if we were in the air and the pilots had no instrument panel to fly the planeThe generator that went out was for the control panel instrument panelWhat are the lives of the passengers on the plane worth [redacted] HAS NOTHING TO DO WITH THISIf I have to I will have the [redacted] inspect ever plane Frontier has [redacted] is responsible for recalls on cars not the person I bought the car from [redacted] buys tickets from Frontier [redacted] is Frontier customer they are purchasing a service from Frontier, Frontier is the first provider the maker of the product I purchased.If I buy some thing from a store the manufacturer is responsible for getting you a replacement Bottom line is all Companies like Frontier want to pass the buck to someone else Sincerely, [redacted]

Tell us why here...Hello ***, Thank you for contacting Frontier AirlinesI want to apologize for your overall experience while trying to reach our customer relations departmentI also want to apologize for the rude supervisor you mentioned you spoke with from our Los Angeles airportIt is never our intent to inconvenience passengers and for that I do want to truly apologizeCustomer 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 thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated.We Care About YouWhile our bag fees are non refundable, it's important for us to keep good relationships with customers like youIn an effort to prove we can do better, I have issued a $voucher #xxxxxxxxxxxxxx to use as a discount on a future Frontier flightThis covers the cost of your bags on both reservations as well as for your overall experienceYour voucher expires on March 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 below.Come 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

10/07/12:PM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I have reviewed your submitted receipts and have processed your claimPlease allow 2-weeks for the check to be issued and mailed to you Should you have further questions and/or concerns, please feel free to contact me or any of my colleagues at ###-###-#### Sincerely, [redacted]

06/24/12:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I would like to apologize for the extra baggage fees you paid at the gate I can understand your frustration, however we are unable to refund our baggage fees Several times during the booking process we alert our customers of the increase of baggage fees We do this so our customers will book at the earliest time possible where the fees can be as low as $dollarsFor future reference and the most up-to-date information on our baggage fees please visit our web site athttps://www.flyfrontier.com/travel-information/baggage/ We appreciate your business and hope to see you soon on future Frontier flights Kindly, [redacted] Customer Care Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/06/30) */ Dear Ms**, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to further address you concerns Please let me begin by expressing my sincere condolences on the loss of your mother I am sorry for the difficulty you've experienced trying to fax the requested documentation to our reservations departmentIf you can please attach the documentation to this email I will request the refund Thank you for your feedback, be assured your comments regarding the hold time and faxes not received have been made available to our reservations management team I look forward to your response Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/07/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund receivedMy thanks to Revdex.com, and to [redacted] who handled my case at Frontier AirlineMuch appreciation

Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondSafety is our PriorityI understand you're flying with us because you have somewhere to beThat's a reasonable expectation! Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed due to this reasonPlease accept my apology for the unexpected interruptionIt's never our intent to disappoint our passengersWhat I Can DoI apologize for the delays you encountered on your outbound flightNormally our tickets are non-refundable, but as a customer service gesture I can waive the fees and provide a credit for the return flight valid for days for future Frontier travelI apologize, but we are not able to provide a full refund to youCome Back SoonI recognize this does not change the time lost and inconvenience, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one!Regards,Customer Relations SpecialistFrontier Airlines

Response Email 05/08/04:PM 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 on April 17, when traveling from Denver to TulsaI'm really sorry to hear about the lack of notification regarding you cancelled flight as well as the inconveniences it created.Safety is Our PriorityAs you can imagine, flight irregularities can be very challenging and I'm sorry you experienced what you didI also know that you expect to get where you're going safelyIt's never our intent to disappoint or inconvenience our passengers Our ApologiesI apologize that you weren't provided with the most up to date information regarding your flightThat is certainly a reasonable expectation and it sounds like we could have been more proactive in keeping passengers updatedI'm sorry that happened to you.ReimbursementI understand you found another way to get to TulsaWhen we cancel a flight due to something out of our control, we're unable to assume liability for incidental expenditures like the ones you described.Come Back Soon!I 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 AirlinesResponse Email 05/14/11:PM Hello [redacted] , Thank you for your responseIt is never our intention to be insensitive to our customers when cancellations occurHowever, in fairness to all customers, it is important for us to remain consistent Making It Right Please know that we do value you as a customerIn an effort to make things right, I have issued each member of your party Frontier vouchers in the amount of $each to use towards future Frontier travel [redacted] : xxxxxxxxxxxxxxxxxxxx [redacted] : xxxxxxxxxxxxxxxxxxxxx Your vouchers expire on August 10th, but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption details We Value Your BusinessThank you again for contacting us about your recent experienceI recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us againI'm confident your next experience with us will be a better oneRegards,Customer Relations SpecialistFrontier Airlines

09/20/03:PM Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We apologize for the damage to your baggage when you travelled with Frontier AirlinesIn spite of our best efforts, damage does occur to checked baggage due to the sometimes turbulent nature of air travelWe require that damage complaints be reported to Frontier Airlines within hours of arrival Unfortunately we show that your damage was reported nearly one week later There are circumstances when Frontier Airlines does not assume liability for damaged baggageEach airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits of, or exclusions from liabilityWe have attached a copy of our Contract of Carriage that outlines Frontier's liability As a customer service, we are happy to offer you a $electronic travel voucher for future travel on Frontier Airlines Please let us know if you would like to accept our customer service gesture Frontier Airlines apologizes for your damaged baggage and the inconvenience this may have caused youWe hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances Sincerely, [redacted] Customer Relations Central Baggage Services Frontier Airlines Phone: [redacted] www.FLYFRONTIER.COM

Complaint: [redacted] I am rejecting this response because:This airline did not address the fact that they were going to sit my year old daughter with complete strangers They did not apologized in anywayafter reading 1000s of reviews on this company, Im not alone with how this company flat out don't care what happens to your childrenwether they are years old up to yrs old, it doesn't matterand special needs children as well How can a parent take care or protect their children on a plane if they are sat with strangers nowhere near the parentAre the strangers suppose to take care of the peoples kids on the flight? what if the stranger happens to be a pedophile? this airline needs to be shut down by the government Sincerely, [redacted] ***

08/09/01:PM Dear [redacted] , Thank you for contacting Frontier AirlinesI apologize for any inconveniences caused by the cancellation of your flightIt is never our intent to disappoint or inconvenience our passengers Safety is Our Priority I am deeply sorry for the trouble that was caused by the cancellation of your flightI can only imagine how difficult it is traveling with an infant and irregular operations only make it more difficultOur number one priority when flying is to make sure that all of our passengers and crew are safe and occasionally flights have to be delayed or cancelled if they are deemed unsafe to flyWe never mean to trouble our passengers Customer Service I regret to hear that you received poor customer service at the airport from our agents as well as with our phone agentsWe strive for excellent customer service and it is clear from the situation you have described that we fell short of this expectationPlease be assured that your comments regarding what happened will be shared with management so we can provide better service to you and other customers in the future Compensation Due to cancellation of your flight I will be able to issue you a check for the $that you were promised in the cancellation letterPlease respond with the address that you would like me to send the check to I also see that you were issued a voucher worth $due to the cancellation of your flightThe voucher will expire on November 5th, but travel may be booked as far out as Frontier's schedule allowsI have included the voucher number and instructions for use down below Voucher Number: [redacted] While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.***Frontier AirlinesCustomer Relations

Initial Business Response / [redacted] (1000, 6, 2015/10/11) */ 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 on October 5, 40,miles were added to EarlyReturn account XXXXXXXXXXXAs of today the account holds 41,miles We look forward to welcoming you onboard many future Frontier Airlines flights Regards, [redacted] Customer Relations Specialist Frontier Airlines

09/17/06:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We hear you! My records indicate that you did arrive at the reservation desk minutes before your flightWe understand that you did try to check in using our kiosk but it wouldn't let you because you had passed the minute cut off timeI understand that you mentioned that it was not your fault, it was the car rentals fault., and again that is not our faultWe apologize that you missed our minute cut off time We are sorry, but we are not able to refund your flightIf you would like more information about our check in time and cut of time, you and look more into our Contract of Carriage Kindly, [redacted] Customer Service Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/09/16) */ Dear Ms***, 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 flight disruption you recently experiencedThe decision to delay or cancel a flight is not an easy oneWe have a team of specialists who continually monitor our entire system and make decisions regarding irregular operationsThey decide the best possible arrangement for all involved, given the circumstancesIt is never our intention to disappoint our customers As a gesture of apology, all passengers were issued an electronic voucher in the amount of $100.00, which provides a discount on your next Frontier 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 This voucher must be redeemed by November 26th, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows Regrettably we do not refund tickets that have been flown on 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 [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