ComplaintsforFrontier Airlines, Inc.

• Initial Complaint

  11/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had to cancel my flight tickets (originally planned for spring 2020) due to the pandemic. The canceled tickets were converted partially to credits (F9PSJJ) and partially to voucher (*****************). I don't know how this came to be. But this has become extremely difficult to manage because credits and voucher are under different restrictions and different expiration dates. I have been in contact with customer service and asking them to convert the voucher to credits so I only need to manage one form of payment. This has not been resolved after repeated requests.

  Business response

  11/24/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines regarding the voucher and credit that you have received for the cancellation of your September 9, 2021 flight from Newark to ******** I am very sorry for your difficulties with these methods of compensation.
  
  I have researched into this matter, and unfortunately we are unable to merge these methods of compensation as they are different forms of compensation. Furthermore the voucher provided for this cancellation XXXXXXXXXXXXXXXXX has already been redeemed in the amount of $XXX.**.  Your airline credit in the amount of $XXX.** will be available for use until June 13, 2022.
  
  To redeem your credit:
  
  -Go to www.FlyFrontier.com
  -Create a new reservation
  -On the payment screen
      -Click on the box that says "HAVE A FRONTIER CREDIT?        ADD FRONTIER CREDIT HERE."
      -Enter confirmation code:XXXXXX
      -Enter email address:XXXXXXXX@XXXXXXXX
  
  If applicable, a credit card will be required for any residual value.
  
  Again, we sincerely apologize for this experience, and thank you for your past loyalty. We hope to service your travel needs under better circumstances in the future.
  
  Regards,
  
  Customer Relations Specialist
  **********************

  Customer response

  11/24/2021

   
  Complaint: 16167855
  
  I am rejecting this response because: I paid for the entire airfare using the same payment method (credit card) and in one transaction. It is unreasonable not to be compensated in the same method. There were a series of communications and I don't recall which led to the different methods of compensation. I was not made aware of the differences between these compensation methods. It is very inconvenient to have to manage the credit and voucher separately, especially as they have different expiration dates. I would appreciate it if you can combine them. Thank you.

  Note that the reinstated voucher number is: 104216912450100001

  
  Sincerely,
  
  ***********

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