Frontier Airlines, Inc.

10/06/02:PM Dear *** ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We apologize for the delay of your luggage when you travelled with Frontier Airlines and for the inconvenience you
experienced. Our records indicate your luggage has been restored to you at this timeIf you have original receipts for interim clothing and toiletry items purchased during the delay, they may be mailto the following address for our management to processYou may reach our Central Baggage Service office directly: ###-###-####, with any inquiries Frontier Airlines, IncAttn: CBS Tower Road Denver, Colorado Central Baggage has requested a refund of the $baggage fee you paidThe refund will go back to the original form of payment. Please allow two credit card billing cycles for this process We understand that you would like round trip tickets for your family; however, in fairness to all customers, it is important for us to remain consistent and complimentary tickets are not something that Frontier can do in this situation. We do apologize At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances Sincerely, ***

Initial Business Response /* (1000, 6, 2015/09/11) */
Dear Mr***,
We are in receipt of your correspondence with the Revdex.com and we welcome the opportunity to address your concerns
Upon joining our EarlyReturns(r) (ER) program members must agree to the Terms and Conditions of the program
We are not able to provide credit for miles after days has passedThe trip you are seeking credit for took place in October of
Information on how mileage accruals works is available on our websiteI have again included this link for your convenience:
http://www.flyfrontier.com/frequent-flyers/how-it-works/membership-guide/accrual...⇄ /> It is never our intention to be insensitive to our customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to remain consistent
Your business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is the only option I have
It is obvious that Frontier does not truly value those that entrust them to deliver a satisfactory experienceThis experience has been one that I do not wish to repeatI am a frequent flyer and find it troubling that Frontier is not willing to right a wrongI have definitely learned my lesson and will continue to fly with reputable companies that know something about customer service
With Much Regret,
***

03/17/11:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Apologies I understand the importance of seating arrangementsI also know that we make every attempt to meet the expectations of
our customersIt sounds like we failed this time and that is regrettableWe apologize that you were uncomfortable on your flight What I Can DoUnfortunately, flown travel and seat fees are non-refundableHowever, in an effort to make things right, I have issued you a voucher in the amount of $50 as a one-time customer service gesture, It will expire 06/13/You do not have to travel by then, travel just has to be reserved before the expiration date We Hear YouI understand this was a frustrating experienceUnfortunately, I will not be able to give you a formal notice if or when the seat maps are updated as this information is proprietaryPlease be assured that your experience and feedback regarding the seat map on our website has been forwarded to our management and marketing teamsIt is feedback such as yours that enables us to make changes to our product, and better serve our passengers. We hope to provide a better experience for you on future flights Respectfully, ***
*** ***
*** ***

Response Email 04/16/08:AM, Hello ***, 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 9, when you arrived in Dulles to check
in for your flight to PhoenixI'm really sorry that our chepolicy was not clear to you.Our Apologies!I understand arriving at the airport hours early is inconvenient and not having a place to sit down is tiringI'm sorry that you were not able to check your bags and proceedIt is never our intent to inconvenience our passengers, however, our check-in policy is to begin hours before the scheduled flightI am sorry that these policies were not communicated to you clearly An Option To Consider I'm sorry to hear that you were uncomfortable while waiting in lineI would like to assure you that we do offer wheelchairs and assistance programs upon requestWheelchair assistance is available and we have staff to assist you in line, at the gate and upon arrivalYou may fill out this form prior to your trip or you can request service of a wheelchair upon arrivalThis form can be found at the bottom of the flyfrontier.com page under the NEED HELP section Customer Service I realize that our chepolicy was not what you expected, however, because you flew your flight to Phoenix, your flight does not qualify for a refundAs a customer service gesture, I'd like to issue you a $voucher (#XXXXXXXXXXXXXXX) to use towards future travelYour voucher expires on July 12, 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 recognize this does not change the inconvenience you experienced, 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 04/16/04:PM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Thank you for the follow up regarding your experience at the airport upon arrival at Dulles I am really sorry to hear that you are disappointed with our resolution in this matter Our Apologies I regret that we were unable to resolve your concerns satisfactorilyIt is never our intention to be insensitive to our customers when unfortunate circumstances occur We Hear You I regret to inform you that because you boarded your flight to Phoenix you do not qualify for a refundWe are disappointed that you are not satisfied with our position in this matter Customer Service Although we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situationWhile we know you were not satisfied with your recent travels, if you give us a chance I'm sure your next flight will be better Your compensation will remain in our system for redemption until it expires on July 12, 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 Specialist Frontier Airlines

Response Email 03/09/06:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for contacting us about your flight experiences on February 28, and March 2,
when traveling between Denver and Las VegasI'm really sorry to hear about the mixed information given to you regarding military baggage, as well as the dirty appearance of the aircraft on your return flight Military Baggage Bags checked for an active military personnel comes at no cost to said personAlong with that, overweight bag charges do not applyHowever, these free bags apply only to the military personnel and not family members 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 mucous-covered window and trays of the plane when you boardedBe assured I have logged your observations for our Aircraft Appearance team Refund Information Respectfully, we are unable to refund flown travelHowever, as a one-time customer service gesture, I was able to refund your bag fee, as you had purchased it to even out the weight of your husband's bag, as well as your return flight seat fees, considering they were so uncleanlyThis refund in the amount of $was made to ***'s MasterCard ending in XXXXPlease allow 5-days for the transaction to reflect on her account Come Back Soon I apologize again for your past experience, and I hope you'll choose to give Frontier another chanceI'm sure your next experience with us will be a great one! Kindly, Customer Relations Specialist Frontier Airlines

Hello ***, We have received your correspondence/communication from the Revdex.com,I'm writing to follow up on your baggage claim, #XXXxxxxOur records show that you have received your baggage at this time.How We Can Help!Thank you for sending in your receiptsWe have reviewed them and have
approved your reimbursement checkUnfortunately we can not refund for a flight already takenWe do not cover food or medications, so the water, tums, and prescriptions have been deniedThe shaver was only approved for $but the rest of your expenses have been coveredYour reimbursement check for $is being processed and will be sent to xxxxxx xxxxx xxxx xxxxPlease allow 4-weeks for delivery. Come Back Soon!Thank 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 good one.Kindly, Customer Relations SpecialistFrontier Airlines

05/18/04:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondPer our website under redeem miles: ***
*With 40,bonus miles you can redeem for two domestic roundtrip award tickets but this is subject to availability, which means if your choice is not available you have to choose a different option or date of travelThe website also states 10,miles is the minimum award miles required *All award seats are capacity controlledWhen you redeem miles for award travel, there are two award redemption levels: *Economy Award tickets (10,miles) *Choice Award Tickets (20,000) If Economy Award is not available your next option is Choice and if this is also not available you would have to select another dayMy research shows in the month of August from Denver to Seattle the only days available for 10,miles per person is August 23rd, 24th, 25th, 30th and 31stRegrettably, your desired days are not available unless you choose Choice Award mileage, which would required 20,miles per person per directionWe will not be able to honor your request for the days of your choice at 10,miles per person per directionIt is not availablePlease contact our Reservation Center for further assistance with your booking needsYou can also go on line choosing your dates and destination then select using miles and it will display miles required for the dates of your choiceRespectfully, *** Customer Relations Specialist Frontier Airlines

07/01/04:PM Dear *** ***
* We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I apologize for the delay in getting points posted on your husband's MasterCardThe problem did initially stem from an
incorrect account numberWe have been working closely with Barclays to resolve the issue We truly appreciate you bringing this matter to our attention as it has helped us to uncover some opportunities for improvement with our Frontier MasterCardThrough our research on this case Barclay's has identified and communicated with their team how issues such as yours can be resolved in a more timely manner moving forward We are working on getting the final paperwork processed to post the 40,miles to your husband’s card and this should be complete by July 8th, at the latestWe will contact you at ###-###-#### once the miles are posted I again want to thank you for your feedback as we are always looking to improve our product and service and customers like you help us in doing so Regards, *** Customer Relations Frontier Airlines

Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsIn order to do that, I'm going to need some more information
Would you please clarify if you are talking about miles in your account
expiring due to lack of activity, or if you are referring to tickets that you did not receive miles for in your account
Thank you for your assistance
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

Response Email 05/21/10:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Refund You were issued a refund in the amount of $for your reservationThis was
applied to your card ending in XXXXPlease allow 3-business days for processing depending on your banks practices Please let me know if I can help you with anything else! Best, Customer Relations Specialist Frontier Airlines

08/16/02:PM ***,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.I'm sorry for any misunderstanding about the 40,promotional milesThe minimum award miles required on a one way ticket within the U.Sis 10,
miles and all seats are capacity controlled This information is available on the website in our membership guide .Kindly,***Customer Relations SpecialistFrontier Airlines

11/01/07:PM Hello *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I would like to apologize for the cancellation of your flightI understand your bags did not fly, out policy state that
we don't issue refunds after bag had been purchasedAs a customer service gesture I have refunded back your baggage to the Master Card we have on file ending in *** Please allow a couple days for the funds to show back into your account Thank you for your patience Kindly, *** Customer Service Frontier Airlines

Complaint: ***
I am rejecting this response because: The bag was not delivered to meI had to drive to the airport to get it.
Sincerely,
*** ***

Tell us why here Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond CheI understand your frustration in arriving at the airport, only to find long chelinesI know first-hand that
navigating an airport can be challengingWe value your time and appreciate your patience as we adjust our staffing needs to make the check in process more efficient for our passengersIt's never our intent to inconvenience youI'm sorry you experienced a longer wait time then expected 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.ReimbursementI understand you found another way to get to AtlantaWhen we cancel a flight due to something out of our control, we're unable to assume liability for incidental expenditures like the ones you describedCome 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 Airlines

Initial Business Response /* (1000, 5, 2015/05/28) */
***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
My records indicate you filed your initial complaint with Frontier on 5/11/Our agent
*** responded on 5/12/and advised that you purchased an Economy ticket, which does not allow for changes to be made without the associated feeYour complaint was escalated to our Customer Relations Specialist *** Please review her response below:
Records show you traveled on an economy fare ticket, which comes with $per person change fee when an itinerary change is requestedA difference in fare can also be accessed to each ticket
Regrettably, I would not be able to honor your $refund request of your 2/$per person change fees of your economy tickets
I have requested a refund of your $bag fee due to its late deliveryThere is a business day processing time and will go back to the credit card used for the purchase
Your business is important to us, and we hope to see you on a Frontier flight soon and often
Kindly,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not advised of the ticket change charges when the man told me he would switch my tickets, then he took off to do something else and left me standing at the counter with no other optionIn addition I have been home more than days and still have not received refund for bag he forgot to put on the plane as wellI am just asking for my bag fees and $back, not the ticket
Final Business Response /* (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 apologize if the first agent you spoke with did not initially mention that there would be a change fee if you changed your flightHowever, even after this was explained by another agent, you still elected to make that change and pay the appropriate feeIn order to remain fair to all our customers we must be consistent in upholding rules of our ticketsWe are happy that by making that decision you were able to ensure that you were home for your children and work
I apologize for any issue in receiving your refundI have resubmitted a request for a refund of your $baggage fee
We appreciate your patience and understanding
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

Response Email 09/27/06:PM Dear *** ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond At Frontier Airlines we strive to deliver every bag on time and intact. We
understand how frustrating and inconvenient it can be when a bag does with arrive in that manner expected and will do everything we can to process mishandled baggage claims as fully and as efficiently as possible within the scope of our Contract of Carriage As we have previously advised you by phone and written correspondence, pilferage claims require substantiating documentation (verifiable receipts) in order to reimburse you to the extent allowable under our Contract of Carriage. Items which are unsubstantiated (no receipts) are limited and capped in order to protect the rights and obligations of all parties under the terms of the Contract of Carriage. The receipts you submitted are generic in nature and do not adequately provide documented payment information such as merchant identification and contact information, merchant location and/or specific addresses, date(s) and form(s) of payment, transaction dates or similar specifying financial information on which to base value for reimbursement. We stand ready to process your claim as submitted, with value limits applied at the non-receipted level. We trust you will understand the position have taken in this matter and will await your reply. Sincerely, Supervisor, Central Baggage Services Frontier Airlines

Response Email 05/08/07:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for letting us know about your experience on May 7, while attempting to cancel
your flightI'm sorry that the explanation of our fees was unclear, and I appreciate this opportunity to address your concerns Your Refund I apologize if their may have been a miscommunication throughout the course of your contact with us, but it seems that the full amount of your booking $126.40, has already been refunded to your card ending in XXXX. While it is standard policy to charge a cancellation fee while the flight is within days it seems like an exception has already been made due to the circumstances of your situationPlease allow 4-business days for these funds to reflect back into your account I'm sorry to hear that you are dissatisfied with the service we have provided you, but we do hope that you will reconsider flying with us again in the futurePlease feel free to contact us with any additional questions or concerns you might have Regards,Customer Relations SpecialistFrontier Airlines

Response Email 10/03/02:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Were Here To Help I am sorry to hear that our Reservations team was unable to properly
re-accommodate you as the affect of Hurricane Harvey had an impact on your original travel plans I did take a look at your reservation and see that we were able to go ahead and refund that $back to your *** card ending in XXXX on October 2ndPlease allow 5-business days for that to reflect back onto your account Thank you for sharing your concerns.Regards,*** *** ***
*** ***

04/07/04:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondIn any oversold situation, if we have more passengers than available seats we give passengers the opportunity to be rebooked for the next
available flight with cash compensation, hotel accommodation unless stated not needed and food vouchersIt has been confirmed with the Denver station manager that a check for $and food vouchers were issued to ***This is the proper compensation for a situation of this typeI regret the inconvenience *** experienced; regrettably, we must deny your request for a full refund of the tickets used and ground transportationFrontier Airlines only requires minors to be supervised up to age A fee of $per flight is requiredIf parents determine their minor does not need the supervision the minor at this point will be traveling as an adult passengerFrontier has zero tolerance for discrimination in any formThis incident was based on an oversold situation that involved adult travelersWe hope to have the opportunity to serve your future travel needs under more pleasant circumstancesSincerely, *** Customer Relations Specialist Frontier Airlines