Frontier Airlines, Inc.

Response Email 05/19/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI understand your flight was cancelled and would like to apologize for the inconveniencePlease also accept
our apologies for the delayed response as well.Safety is Our PriorityCancellations can be frustrating, but safety is our top concern and periodically our flights have to be cancelled due to maintenancePlease accept my apology for the unexpected interruption.We Care About YouWhile I can not offer you reimbursement for your missed hotel stay in Kansas City, I have queued your reservation for a refundYour refund in the amountof $will reflect on your card ending in XXXX within 5-business days.Additionally, you were each issued a $voucher to use towards future travelYour vouchers expire on August 9th, 2018, but you do not have to travel within this time frameTravel just has to be reserved before the expiration date.*** ***: XXXXXXXXXXXXXXXXX*** ***: XXXXXXXXXXXXXXXXXFurther voucher redemption details are below.Come Back SoonI recognize this does not change the time lost andinconvenience, 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

02/06/04:PM ***, We are not able to honor your request for a refundHowever, as a customer service gesture I reissued and increased your voucher from $to $and extended the expiration date Your new voucher number is *** and it will expire on
June 30, 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 Regards,***Customer Relations SpecialistFrontier Airlines 02/06/02:PM ***,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We apologize for the poor experience you had on Frontier and for any poor treatment by our agents in *** *** 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 repeatedOur records indicate we did refund the cancelled flight and provided a $voucher due to the inconvenience causedWe are not able to honor your request for a full refund because a portion of your ticket has been flownWe do not refund flown tickets.Kindly,***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/05/05) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Our records indicate three vouchers were issues 12/2/in the amount of $
each and expired 3/5/It appears *** *** was also issued a $voucher which is an error due to Kinnyk was a lap child and vouchers are for ticketed passengers only
You and *** were both re-issued a $vouchers as a Customer Service gesture on April due to your vouchers expiredThese voucher were redeemed and used for reservation *** for flights in June and July from Omaha to Salt Lake City
We look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances
Regards,
***
Customer Relations Specialist
Frontier Airlines

Complaint: ***
I am rejecting this response because: Frontier Airlines refuses to provide me with an acceptable resolution I do not want any more interaction with them, and they're not going to force me into giving them more money I've read their online reviews and it would appear that my chances of a satisfactory outcome are between slim and none.Their apologies are worth nothing because they're not making changes to prevent a future occurrence of this situationEvery rep I have spoken with admitted that this error is a frequent occurrence At the end of the day, I wasn't their first victim and I won't be their lastFrontier will continue to take people's money and attempt to force them into giving them more They've already gotten all of my money that they are going to get
Sincerely,
*** ***

09/29/12:PM Hello Mrand Mrs***, We have received both emails as submitted to the Revdex.com and appreciate the opportunity to respond *** I understand your family suffered several delays and i'm really sorry that happened to youIn my
research I see one $voucher was issued to Mr*** due to issues with flight ***You have both noted that you do not accept the $voucherI'm very sorry to hear that and hope you understand that vouchers for future travel are Frontier's only means of providing compensationWe cannot issue your family a refund *** Although compensation was not issued to passengers onboard the flight your other family members took (September ***), this would be the only offer I can makeI would be happy to issue the passengers in record *** each a $voucher, as a gesture of customer serviceIf you are interested, please let me know I'm sorry we couldn't come to a more desirable resolution for your familyI hope you will change your mind about traveling with us again Sincerely, *** 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,
*** ***
I would like to add that I accept this because I fear if I don't I have no other optionsI was quite disappointed to learn that the $settlement was satisfactory to me until I learned that that Frontier Airlines was going to deduct from that amount the $they refunded for the flight that they canceled, leaving my actual refund to pay towards my $incurred debt at just over $

Response Email 09/19/12:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe appreciate your feedback and need to gather additional information in order to assist you further
Please provide me with the six-digit reservation code and if you have a way to prove the prices when you tried to originally book please provide a photo of thatWe assure you that your concern is important to us and we will get back to you as soon as we receive this needed information.Kindly, *** *** ***
*** ***
*** ** *** ***

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory for all the trouble this airline has caused and the decietfulness of the staff that I've dealt with and all of a sudden no one has records of the crew not making it to the plane on time because they were lollygagging in *** ***However, I appreciate the responseI will utilize the voucher eventually but this airline really needs to shape up its integrity as a company.
Sincerely,
*** ***

Tell us why here...Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. More PicturesFrom the photos that you have submitted previously I am unable to see the damage to your bar showing that it is bent which
is causing it to not extendAlso from the photos I was wondering if you could submit further back picture pertaining to the tear on your suitcase as the fabric in that photo does not look to be the same fabric as in the photos you submitted previouslyCan you please resubmit further photos regarding your damage so that I can see them? As for the tire marks on the bag it is not something that we would cover for. Come Back SoonI look forward to hearing from you. Sincerely,Customer Relations SpecialistFrontier Airlines

08/25/11:AM Dear Mr***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Let me clarify, if you are unable to add baggage on our website, they can be added by calling our Reservations Department at ###-###-####They are available hours a day, days a week for further assistanceIn addition, you can add them at the kiosk or ticket counter at the airport Please know pre-assigned seats must be completed prior to arrival at the gate and a minimal fee will be accessedWhile you can have seats assigned at random at the gate, if passengers want a specific seat and location, they would need to complete this process ahead of timeWe have reviewed your reservation and a seat assignment was never selected nor paid for ahead of timeThis process cannot be completed directly with *** I'm very disappointed that you felt humiliatedThat is never our intentionWhile our agents must advise policy, they should remain respectful and courteous at all timesPlease know all passengers are subject to a carry on fee. A passenger wouldn't be able to board if they did not follow the agents direction and the policies stated at the time of booking Thank you for sharing your feedback and experience with usYour comments were forwarded for internal follow up and review by the Airport stationsWe truly hope to one day welcome you on board a Frontier Airlines flight. Sincerely, ***Frontier AirlinesCustomer Relations

Initial Business Response /* (1000, 5, 2015/05/27) */
Dear Ms***,
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 any inconvenience this delay created for you
Our records indicate that our Central Baggage Supervisor has reached out to you to discuss the matterShe has agreed to reimburse you for the purchase of a new car seat, upon receiving your receiptAs a customer service gesture she also provided both you, and ***, with $flight vouchersIf you have not already, please send us your receipt for review:
Frontier Airlines, Inc
Attn: CBS
POBox XXXXXX
Denver, Colorado XXXXX
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,
***
Customer Relations Specialist
Frontier Airlines

Complaint: ***
I am rejecting this response because: I would like for the airline too return my moneyYou say your research don't show us trying to check in , that's because your crew over looked us and kept taking other people now how right is thatAnd they think I would want fly with them againI believe it's only right to return to my money It was There AirLine Who Closed The Gates Early They Had A Tola
Sincerely,
Nicole ***

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

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,
*** ***

Response Email 08/31/02:PM Hi ***, Thank you for sending me the additional information that I was missing from ***'s email I was able to find where the check had been requested. I pulled it and put it in the expedite pile. The check
should go out either later today or by latest tomorrow I will have it sent *** ** so when I get the tracking number, I will send that to you I hope you and your family have a great Labor Day weekend! Kindly, Customer RelationsResponse Channel: Email 08/31/01:PM
Hi ***,
I see where $XXX.XX was put back on your credit card ending in XXXX on August 22, as well as a $X.XX charge and a $XX.XX bag feePlease check your credit card statement and advise if those charges were in fact put back to your credit cardThe $XXfee was put back to ***'s credit card ending in XXXX
Please let me know if you did not in fact receive these credits to your cards
Kindly,
Customer Relations

Response Email 04/02/11:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We apologize again for the delayed bag situation, and are happy that our agents were able
to get your bag returned to you As for the car seat, thank you for submitting the photos of the missing head rest piecesWe would like to help you with the cost of replacing those piecesIf you are able to purchase replacements from the manufacturer, please feel free to submit the receipts for that purchase in to us for reimbursement I apologize for your dissatisfaction with our resolutions to your previous issues, but I hope that the head rest replacement will help to restore your faith in FrontierPlease feel free to reply back with any additional questions or concerns you might have Regards,Customer Relations SpecialistFrontier Airlines

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, ***
*** ***
*** ***

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

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