Frontier Airlines, Inc.

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

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

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

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

Complaint: ***
I am rejecting this response because: That is not what I was told by your customer service department when I called in and specifically asked about cancellation policies prior to purchasing the groups tickets, furthermore I am the one who paid for the tickets so how is there a credit for someone other than the purchaserSeems a little fraudulent to me & I will not do business or fly with an airline that treats their customers this way
Sincerely,
*** ***

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 January 7, when traveling from Denver to Las VegasI'm really sorry to hear that you had a
bad experience with one of our desk agents and that you were unaware of our baggage fees after booking with a third party travel agency. Our ApologiesI'm sorry to hear that your experience wasn't as expectedYour description of our desk agent is concerning and I can only assure you this is not the type of service we strive to provideI'm sorry that happened to you Customer 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. Your ChargeWe have no record of a $baggage charge on your reservationThe bags that you requested were added on for free, so I assure you that we have not collected these funds under your reservationThe only payment that we have on file from you is the $that you paid for your round trip. Third Party BookingWe work hard to ensure everyone knows what to expect before making their purchase with usWhen booking directly at Frontier Airlines there are multiple pop-ups that disclose all anticipated fees before getting to the payment pageI'm sorry you did not have the opportunity to review expected costs before making your purchase with *** ***.We have fully disclosed our pricing structure to all third party agenciesWhile they are required to provide this information during booking, sometimes it's not as clear as it is on our websiteVisit www.flyfrontier.com for the most up-to-date and accurate policies. 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 (xxxxxxxxxxxxxxxxxxxx) to use towards future travelYour voucher expires on April 14, 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 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

01/04/11:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond My records show that on 1/3/2017, the *** *** airport has issued a check in the amount of $Please allow 10-days to
reach your home I also show that we have yet to locate your bagI've attempted several times to reach via telephonePlease contact Central Baggage at *** so that we can get the settlement process started Sincerely, ***

Initial Business Response /* (1000, 6, 2015/10/02) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
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
The kiosk is programmed to stop checking in at the minute cut off and give a message: "Your flight is boarding soonPlease 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 minute cut offYou must have your boarding pass in hand at the minute cut offWe advise this while making your reservation as well as in your emailed receiptWe understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure
Our Portland ticket counter closed at 5:amOur records indicate you tried to check in on the kiosk at 5:am and then at 5:am and twice at 5:am, you missed our cut off by minutesI'm not sure what line you were referring to, other than you and Micah we show two other passengers missed our minute cut offWe had over passengers who made this flight
Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have causedWe are disappointed that you may not be 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 the policy and guidelines of our minute cut off time
Thank you for taking the time to writeWe look forward to welcoming you onboard many future Frontier Airlines flights
Regards,
***
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/08/24) */
Dear *** ***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
A limited number of seats are allotted for award bookings and these seats book quickly
Seats are released at the same time that flights are loaded for saleThere may be instances where our flights are not sold out, but the award seat allotment is full
While the redeye may not have made an ideal itinerary, we are happy that you were able to book a flight using your milesWe hope you have a wonderful trip
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Citing policy does not make it good policyWe did not use our miles to obtain tickets, as a night without sleep is no way to start a vacationThe policy is still not good customer relationsAs a result we will no longer be using our Frontier Card for purchases, and Frontier will no longer be our airline
Final Business Response /* (4000, 10, 2015/09/07) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
We regret if our available flight schedule would have interfered with your sleep scheduleIt is never our intention to be insensitive to our customers when unfortunate circumstances occur
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

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
I apologize for any confusion or mis-understanding about your milesHoliday
travel is very busy and many passengers makes their reservations way in advanceThere may be many times during the year when you would be able to make reservations for 20,round trip but just not at the holidays, Please click on the link below from our web site advising of miles
http://content.flyfrontier.com/frequent-flyers/
AWARD TICKET TERMS
EarlyReturns(r) awards are subject to availabilitySeats may not be available for award travel on all flights on all daysSeat availability depends on the flight, the date of travel, the expected demand, season, destination, and other factors
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, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The mileage cost of flights during holidays is not made clear when the credit cards are advertised on the airplanes or on the websiteThe mileage rules are deep in the fine print of the terms and conditionsThis is misleading to consumersThe ads for the 40,bonus miles should state the they are enough for four or two one way flights
In order to afford my trip with the 40,bonus miles, I have to fly into Chicago and drive to ClevelandThat is very inconvenientI would still like to be able to fly to Cleveland and go back to SLC from Chicago or Milwaukee like I expected when I got the *** ***
Final Consumer Response /* (4200, 12, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I await for the response from the leadership team per Ms***
Final Business Response /* (4000, 14, 2015/11/08) */
Dear Mr***,
As I have mentioned in my previous email Holiday season travel is extremely busy and we have many passengers who make reservations months a head of timeWe do have hundreds of flights through out the year for 20,miles round trip, just not right now for this holiday season
I'm sorry you and your family are unable to use your miles this holidayWe know you will be able to enjoy them later on in the year
Regards,
***
Frontier Airlines

12/24/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe're Here to Help! *** I sincerely apologize for the inconvenienceWe are reimbursing $per passenger for flight *** from ***
*** to ***Please respond with a picture or screenshot of your alternate airline fareI would be more than happy to assist you in the refund processPlease send the picture or screenshot as an attachmentUnfortunately when the image is copied and pasted into the message section, we are unable to view the imageI look forward to hearing from you soonHave a wonderful holiday! Kindly, *** Customer Relations Specialist Frontier Airlines

Initial Business Response /* (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
Our records indicate on July 31, you called our reservations department and canceled they
two tickets and requested a refundOur agent advised they purchased economy tickets and they are no refundable
Again on September you called in and requested a refund and advises that you were the only one who speaks English and no one else could have called to cancel
I'm sorry we're unable to honor your requestWe 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 policy
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,
***
Frontier Airlines
Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
please show me the proof of my voice record because you insist that I called to cancel the booking
Final Business Response /* (4000, 14, 2015/10/25) */
Dear Ms ***
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
I'm sorry we are unable to honor your request, I couldn't even listen to your call due to security issues
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 occur
Regards,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 16, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I insisted that I didn't call to cancel the reservationThe reservation is made through *** and I don't even have the airline's phone number

Response Email 02/16/04:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond What I Know According to our records, you purchased your ticket through ***Frontier Airlines does not
have any affiliation with *** and they have their own trip protection programRespectfully, this cancellation does not qualify for a refundSince you are advising us that you did purchase trip protection, I would advise you to contact *** regarding a refund We're Here to Help Although this reservation is not eligible for a refund, as a courtesy we are able to waive the $change fee and provide you with the remaining amount of your airfare in the form of a Frontier credit To redeem your credit, please go to www.FlyFrontier.com when you are ready to book travelYou will create a new reservation and continue all the way to the payment screenClick on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter the confirmation code and email address associated with this reservationIf applicable, a credit card will be required for any residual value Come Back SoonWe truly hope that the inconvenience you encountered doesn't deter you from booking with us in the futureWe hope to see you on a future Frontier flight!Sincerely,Customer Relations SpecialistFrontier Airlines

08/10/09:AM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Customer 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 repeatedI am sorry about the confusion over your service animal but I am glad you were able to make the flightI regret we do not refund tickets when travel has been providedI understand this was a frustrating inconvenience and I can only assure you these are not the standards we strive to maintainPlease be assured that your experience has been forwarded to the Leadership Team responsibleIt is feedback such as yours that enables us to make changes to our product, and better serve our passengersI am sorry your luggage was damagedWe do not take damaged bag reports by emailAll damaged baggage claims have to handled at the airport within hours of arrival per our Contract of Carriage It's important for us to keep good relationships with customers like youIn an effort to prove we can do better, I hope you will accept these $vouchers to use as a discount on a future Frontier flight*** *** *** ***
*** *** *** ***
*** *** *** *** Thank you for bringing this to our immediate attention.Kindly,***Customer Relations SpecialistFrontier Airlines

Complaint: ***
I am rejecting this response because: I did not book this in Tennessee over the phone, I spoke with a rep for over an hour trying to get the vacation book bookedAfter it was booked he said that would be a $fee for booking over the phoneI complained about this and he said he had a workaround, about minutes later he said he was able to book it without the $feeI believe he went online and booked this on the website to help me avoid the $feeBecause that is the only reason I can think of as to why it shows up that I booked it online
Sincerely,
*** ***

05/16/10:AM ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.We completely understand your desire for earlier flights due to your age, distance from the airport and your health, however with all due respect, that does not change the inventory status of our award ticketsAs previously stated, a limited number of seats are allotted for award bookings and these seats book quicklySeats are released at the same time that flights are loaded for saleThere may be instances where our flights are not sold out, but the award seat allotment is full.Thanks for your understandingSincerely, *** Customer Relations SpecialistFrontier Airlines

01/25/09:AM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsWe regret that no notes related to your December and phone calls were included in your record We are unable to provide an exception to our policies and are unable to refund the non-refundable carfees you purchased on September and December We realize this is not the answer you were hoping for, we hope you understand that it is important for us to remain consistentSincerely, *** Customer Relations Specialist Frontier Airlines

Hello ***, Thank you for contacting Frontier Customer Relations about your recent traveling experience with FrontierOur ApologiesPlease accept my sincerest apologies for your recent traveling experience with usHere at Frontier we work very hard to provide all of our passengers with a pleasant
and enjoyable traveling experience, I am very sorry we failed to provide you with that experienceUncontrollable DelayDue to the weather conditions our crew had timed outBecause we are a smaller airline we are limited in resourcesRespectfully, I must inform you that in uncontrollable situations, like the one you experienced, we do not offer compensationI am very sorry for the inconvenience you experiencedIt is never our intention to disappoint our passengersCome Back SoonThank you again for contacting us, we hope to get another chance to service you under better circumstances in the futureRegards, ***
*** *** ***
*** ***

Hello ***, Thank you for contacting Frontier Airlines regarding your flight from *** to *** on September 14th, Fare DifferenceAirfares fluctuate based on many factors, including the number of seats reserved or later canceled on a given flight, the amount of advanced
purchase time, and even the price other airlines are chargingI understand it can be frustrating to purchase a ticket and later find that same fare at a lower rateRespectfully, we are unable to compensate for the difference you noticed.We Hear YouWe review our fares and policies on a consistent basis, and we strive to offer our passengers fair and competitive pricesAlthough we have found the fares we offer are typically the lowest amongst our competitors in the markets we serve, I understand where you're coming from and I'll share your concerns with our Marketing teamAdditionally, you can receive great deals and special offers directly to your inbox by signing up for our mailing listCome Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airlineI'm confident your next experience with us will be a good one! Kindly,Customer Relations SpecialistFrontier Airlines

07/23/09:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for letting me know about the schedule change you experienced for your flightWe appreciate your feedback and need
to gather additional information in order to assist you further.Please reply with the passenger name as it appears in the travel record, the six-digit reservation code, city pairs, and approximate travel dates.We assure you that your concern is important to us and we will get back to you as soon as we receive this needed informationRegards,*** *** ***
*** ***