Frontier Airlines, Inc.

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologyI sincerely apologize for the inconvenience of your delayed baggage issue. I believe that you are clear with what the plan is to
reunite your baggage with you. Buffalo Baggage Service is awaiting for the second baggage to forward both bags to your home address in Canada via customs. In addition, we provided you with a $voucher compensation to use towards future travel as an apology for the delayed baggage issue Refund for FlightYour refund for the flight has been denied as this is a mishandled baggage issue and not an issue with your flight. Our records reflect that you completed travel, and we got you to your destination without any irregular operations. Please read more about our flight refunds per our Contract of Carriage Your compensation will remain in our system for redemption until it expires on April 5, 2018. 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 SpecialistFrontier Airlines

Response Email 03/09/11:AM Dear MsXXXXXXX, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Please accept my apology, as mentioned in the previous email, your comments were made available to our Inflight management teamThey follow up internallyThe outcome of any action taken would be confidential Sincerely, Customer Relations Advocate Frontier Airlines

03/08/04:PM Hi ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Although we cannot refund your ticket, we have issued you a credit in the amount of $This credit is stored electronically under the original *** *** >>To REDEEM your credit, go through the regular booking process at www.flyfrontier.comAlthough your credit is stored under the Last Name of ***, you can book a new ticket in any name*When you get to the payment page, select HAVE FRONTIER CREDIT? ADD FRONTIER CREDIT HERE*Enter Confirmation Number: ***Enter Email address: ***Click RETRIEVE/then APPLY TO BOOKINGThis credit will automatically expire at 12AM MST, on April 29th, 2016, so you must actually redeem it by April 28th, You do not have to travel within this timeframeYour credit is single-use onlyYou must apply the full value of your credit to your purchaseYou will retain no residual value if your purchase is of a lesser value than your creditI hope I have made these instructions more clear ***Have a wonderful trip!***Frontier Airlines

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

12/24/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI understand you would like to cancel your upcoming round trip flight departing on January 17, Our Apologies I am sorry
it has been so hard to contact us latelyAs you may have seen on the news we were heavily effected by last weekends storm and we are frankly swamped Medical Waiver I would be glad cancel your upcoming flight and issue a refund for a medical waiver upon receiving the correct documentsOur policies may be found on our website here Policies under Emergency EventsI have copied these policies belowThe type of medical events that qualify are Serious illness or injury that prevents the ticketed customer from traveling for the duration of the validity of the ticket (days from original date of purchase, unless you selected The Works as part of your purchaseThe Works tickets are valid one year from original date of purchase) With the proper documentation you may cancel the unused portion of a ticket and receive a full refund (less a refund processing fee of $per person for Economy tickets) The required documentation would be A doctor's note in writing specifying that you are unable to complete travel during the ticket's validity periodThe certification must be signed and dated on the physician's or hospital's letterheadDocument Submission You can scan or take a picture of you doctor's note and attach it to a response to this emailThis will bypass the que and come directly to my inboxThank you for flying Frontier AirlinesI will be awaiting your documentationKind Regards, *** * Frontier Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsBozeman is a seasonal route, it is not discontinuedOur new route begins May 6, please click on this link to check on flights:
https://www.flyfrontier.com/ We apologize for any confusion or incorrect informationRegards, *** Customer Relations Frontier AirlinesTell us why here

Complaint: ***
I am rejecting this response because:
Within Frontier Airlines' "making customers happy" policy, I guess this as good as it getsI suppose I should have lowered my expectation from the onset, considering the company I was dealing withThey offered me a full $off the next time I fly Frontier, which will be never againRead into this- if I spend another $on a dissatisfying experience, I can get less than 10% off my total price before they hit me with excess baggage, carry on, and refreshment feesNO THANK YOUEven if they offered me a $refund, it would have been more satisfactory, but they insist I spend money to recoup some cost.
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/10/11) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We are committed to providing our passengers with a pleasant and enjoyable flight
experience and regret that we fell short of this when you traveled with us on August from WashingtonWe have high expectations of our employees and are disappointed with the behavior you described of our ticket counter agent
Our records indicate you purchased your tickets through Expedia on July for travel on August You contacted Frontier on July to change your reservation from August to August
Frontier Airlines recommends customers arrive at least two hours or more prior to departure timeBecause 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 minutes prior to the scheduled flight departure for domestic flights, and minutes for international flightsPassengers 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
According to our records, you tried to cheat 12:pm for a 1:pm departure, missing our minute cut offPlease accept our sincere apology in which we are unable to grant your request
We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response claims that I tried to check in at 12:22pm (which would have been more than an hour before departure) which is inaccurateI tried to check in minutes after their minute cutoffI do not appreciate Frontier Airlines' unwillingness to take responsibility for the poor performance of their staffThey continue to repeat the same facts which are not in disputeI would like to know what they plan to do to correct the employees at their ticket counter at the DCA airportI would like to know their plan to never let this happen againI would like compensation for an incredibly stressful and terrible experience with their airlineI do not accept their "ticket voucher" because the last thing I would ever do is to give Frontier Airlines another dollar of my moneyI again request a $refund, which is the difference between the original price of my flight and the ultimate amount I had paidI would also like them to put their "arrive minutes early or be denied entry to your flight" policy clearly on their websiteThe response I have received from Frontier Airlines is no more than a dance around the real issue
Final Business Response /* (4000, 11, 2015/11/02) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
Your first email said "We approached the Frontier Airlines ticket counter at 12:pm (minutes before departure) and were not welcomedI approached the gate agent, *** *** who had her head down and did not respond until I said, "can we get some help checking our bags please?"
We are disappointed that you are not satisfied with our resolution in this matterIt 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 be consistent when it comes to following minute cut off policy
We look forward to the opportunity to serve you onboard a future Frontier Airlines flight in the near future under better circumstances
Regards,
***
Customer Relations Specialist
Frontier Airlines

01/12/02:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I responded to your original concern on 1-7- Our Apologies I understand you're flying with us because you have
to be somewhere on a certain day and timeThat's a reasonable expectation! Please accept my apology for the inconvenience you experiencedIt's never our intent to disappoint our passengers Flight After looking into your record I see that your flight experienced a downgradeThis means that your original aircraft was switch to a smaller sized onePassengers are never forced to move out of the flight instead we ask for volunteersAll volunteers are provided compensation based on the time associated with their new flight We Care About You I'm sorry you were not able to work due to the recent flight disruption you experiencedI understand the inconvenience this causedWe're unable to reimburse you for expenditures like the ones you describedHowever, we’d like to offer you a voucher for $to use towards future Frontier travelYour vouchers expire on April-4-but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption detailsVoucher (***)Come Back Soon! I apologize again for your past experience, and I hope you will use the discount on your next flight with usI highly encourage you to give us the chance to impress you on your next adventureI'm confident your next flight will be a vast improvement! Kind regards, *** Customer Relations Frontier AirlinesTell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*

Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. I'm sorry that our schedule change on your flight from Tampa to Denver on March 28, has inconvenienced your vacation plans and for
the loss of a night in a paid for hotel I do see where the voucher that was issued in error for $has been corrected to the $amount as promised. Those voucher numbers are as follows:Xxxx - xxxxxxxxxxxxxxxxxxx - Xxxxxx- xxxxxxxxxxxxxxxxxxx and *** - xxxxxxxxxxxxxxxxxxx. These vouchers expire 4/25/18. Additionally, I will include an additional $travel voucher for you an your family for the loss of your hotel night. Those voucher numbers are: *** - xxxxxxxxxxxxxxxxxxx,Xxxx - xxxxxxxxxxxxxxxxxxx, and Xxxxx - xxxxxxxxxxxxxxxxxxx. I have extended the life of these vouchers out to August 1, 2018. I hope you are able to use them! I appreciate your call back to me this morning. I wish you all the best. Kindly, Customer Relations AdvocateFrontier Airlines

Response Email 03/24/11:PM Hello ***,Thank you for letting me know about your experience on March 18, when booking your flight from Memphis to PhiladelphiaI'm really sorry to hear about any confusion surrounding our cancellation policy and I appreciate the
opportunity to assistOur WebsitePlease be assured that we take all service disruptions very seriously and I have logged your description of the difficulties you encountered onlineYour feedback is important in our attempts to ensure this does not occur again in the futureCancellations All tickets may be cancelled for a full refund up to hours after the time of purchaseIf it has been more than hours since you purchased your ticket, or the booking was made within days of travel, you may cancel your booking for a cancellation fee of $and hold your ticket value for daysThe value of your ticket may be applied toward the purchase of a future ticket subject to a change fee of $I apologize once more that you were unable to review this policy before booking your reservation and your feedback is appreciated as we are always seeking ways to improve as an airlineCome Back SoonWe are thrilled to be able to provide affordable fares to so many destinations and truly hope that the inconvenience you encountered doesn't deter you from booking with Frontier in the future.Regards, Customer Relations SpecialistFrontier Airlines

05/17/01:PM (CR) *** ***
***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI'm sorry to hear about your experience on board flight *** when you traveled with us from San Francisco on May We apologize
that the first agent you spoke upon arrival to Denver failed to call for a paramedicWe have made your comments available to our Customer Service management team for training purposesYour comments and those from other passengers help us to identify areas that need to be improved and we are grateful to you for your feedbackAs a gesture of goodwill, we've authorized a refund of the unused portion of your farePlease allow up to days for processing and keep in mind, once the refund has been processed by Frontier, there may still be a few days until the refund will post to your account, depending on your bank's practicesWe will not be able to provide a refund of any portion of your fare that was used for completed travelKindly, ***Customer RelationsFrontier Airlines

03/16/08:AM Dear ***, We have received your correspondence as submitted to both the Revdex.com as well as the Department of TransportationPlease accept my apologies for the inconvenience you experienced as a result of missing your flight due to long security
lines. I understand this was an unexpected hardship and I have logged your description of how the situation was handled. Respectfully, we are not able to reimbursement a ticket purchased on another airlineFrontier has no control over the TSA security lines. Bags are routed differentlyHowever I have requested a $check reimbursement of your unflown Frontier segmentThere is a 4-week processing time for a check and will be mailed to the address in your file.Thank you for sharing your concerns.***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 10, 2015/05/14) */
***,
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
My records indicate there has
been correspondence with our agent *** and our lead *** in regards to your complaintPlease review our last correspondence below:
Thank you for contacting Frontier Airlines regarding your recent experience with usPlease be assured your email was received by Mr*** and our Senior Management TeamThey have requested that I respond to you on their behalf
We sincerely apologize for the unpleasant experience you had with us when you were unable to take your original flightWhile researching I found that our customer service agent *** was able to provide you with a voucher for this situation
Thank you again for your commentsAs Frontier employees, we care about our customers and want you to choose our airline with confidenceWe're continually seeking and implementing ways to improve our service, and your feedback helps us continue this process
We hope to have the opportunity to restore your confidence in our service onboard a future flight
Kindly,
***
Customer Relations
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 12, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

01/02/09:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondBag Delivery I apologize for your past experience regarding your delayed luggageWe have experience a high call and email volume the
past week, so it has been hard to get a hold of one of our agentsI am truly sorry for thatAccording to our records, your bag was delivered on December 30th We Care About YouIt is important for us to keep good relationships with customers like youIn an effort to make things right, you were issued a $voucher (#***) to use towards future travelThe voucher must be redeemed by April 2nd, 2017, but you do not have to travel within this time frameCome Back Soon I apologize again for your past experience, but I highly encourage you to give us the chance to impress you on your next flightI'm confident your next flight will be a vast improvement! Kindly, *** Customer Relations Frontier Airlines

Complaint: ***
I am rejecting this response because:I go to your site and you direct me to cheapo air thus your direct connection to themIt is obvious you do this to get out of being directly connected to this thus you claim it is a third partyTypical big busness
Sincerely,
*** ***

11/01/05:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI'm sorry your unhappy with the response you received from our agent, *** The reimbursement letter you were given states in the 1st
paragraph we'll help you get to your final destinationIt does not state we will reimburse you for a round trip ticket on another airline *** broke down the one way fare on the *** flight to Philadelphia which was $106.05, US 7.95, AY 5.60, XT the total amount of the outbound flight per person for the *** *** ticket is $Frontier Airlines refunded your outbound flight in the amount of $per person and the difference of fare is $The total amount of $for both passengers was approved by *** for reimbursement We are unable to reimburse you for the other half of your *** ticket.Kindly,***Customer Relations SpecialistFrontier Airlines

***, I contacted our Refunds department regarding your itineraryYour Record is documented Verification Code and when this code or declined shows up it mean your funds were never transmitted to usThe funds will hold in pending on your account and you have to contact your banking
institutionThe transaction was not approved by your bank thus nothing was sent to us***