Frontier Airlines, Inc.

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Please accept my apology for the flight delay in your arrival to *** April 3, from ***Delays can be frustrating, but safety is
our top concern and periodically our flights have to be delayed due to this reasonWhen we have a controllable delay as was the situation with your outbound flight compensation may be provided based on the length of delayThe $vouchers provided to each ticketed passenger is the compensation we provide for a to 5:hour controllable delayI'm sorry for any confusion regarding the amount mentioned by agentsCompensation is provided once the flight departs In reviewing your reservation history it notes that the missing part of your stroller was a detachable cup holderThe agent explained this is not a covered part as it was detachable however if you wanted to replace and send the receipt they would submit for reimbursement or could provide a $voucherLater that day (April 11, 2017) the cup holder was found and reattached I understand your frustration with the late arrival and missing stroller partRespectfully we do not refund flights that are takenWe do value you as a customer and as a customer service gesture I would like to reissue your vouchers in the amount of $each and extend the expiration date to December 31, If you need any information for your travel insurance please let me know and I will be happy to assist Regards,Customer Relations SpecialistFrontier Airlines

Dear Ms***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsOur records indicate that you arrived at the ticket counter minutes prior to departureThis is well after the minute cut-offRegrettably, your ticket is not eligible for a refundWe appreciate your understandingKind regards, ***Customer Relations Specialist Frontier Airlines

Response Email 02/16/12:PM Hello ***,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.We apologize for any inconvenience this change may have caused youWe work very hard to avoid schedule
changes, and regret that they are inconvenient for our passengers.As per your conversation with our Reservations Specialist on February 9, 2018, We have refunded the amount of $After Frontier Airlines completes the refund, your bank will take a few days to post the funds to your account.Although schedule changes are an industry practice, here at Frontier Airlines, we make every effort to minimize these changesOften times, these updates are necessary for operational purposes, and at times, even reduce costsWe appreciate your cooperation as these changes will allow us to pass the savings through to our customers by continuing to offer the lowest fares in the industry.Along with our sincere apologies, we have issued an electronic voucher in the amount of $per passenger, which provides a discount on your next Frontier Airlines flight.To redeem your vouchers, visit www.flyfrontier.com and go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher numbers:XXXXXXXXXXXXXXXXThese vouchers must be redeemed by May 10, 2018, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows Come Back SoonWe appreciate your understanding and hope to service your travel needs under better circumstances in the future.Regards,Customer Relations SpecialistFrontier Airlines

01/18/01:PM Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondAfter review of your reservation, flight *** on December 19, was delayed three hours and fifteen minutes due a late arriving
aircraft as a result of weather As you can imagine, flight irregularities can be very challenging and I'm very 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 Since your ticket was used in full and the delay was a result of weather, a refund and compensation would not have been provided Thank you again for contacting us about your recent experienceWe truly appreciate your patience. We hope to welcome you on board a future Frontier Airlines flight Kind Regards, *** Customer Relations Specialist Frontier Airlines

04/20/09:AM ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsReservation history shows on April 2nd bags were checked inThere are bag tag numbers in the reservationThe tags show also when the agent changed your flight to the later flightThere are also bag tag numbers for the return flightAs a customer service gesture we have refunded the bag feesThis will credit back to the card used for purchase within business days.We offer online check in as a courtesyIf you are unable to do so you must check in at the airportAs noted from the previous email agents did move you to the next available flight without any feesA refund of the used tickets would not be provided.I'm sorry you're not happy with our resolutionIt's important we are consistent with our policies in order to be fair to all our customersSincerely,***Customer Relations SpecialistFrontier Airlines04/19/12:PM ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns and we have also received your correspondence as submitted to the Department of Transportation and appreciate the opportunity to respondDenver has many kiosks available for checkKiosks do not allow check in after the flight has closedThe time stamp shows the bags added and the bag tag numbersThis was done before the kiosk timed out as the flight closedI show the checked bags were checked in for the later flight and the same bag tag numbers were usedTo be on time you must have your boarding pass in hand and bags checked by the cut-offYou were moved to the later flight with no additional feesFlown tickets are not refunded.Sincerely,***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/05/13) */
***,
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
We would like to apologize for
your recent baggage issueUpon review of our records, I have determined that you filed a baggage claim with our Dulles office on 4/5/Your bag was located and delivered to you at the address you requestedFrontier Airlines refunded all bag fees on 4/8/for that portion of your trip
Our records indicate that your baggage issue has been resolved by our Dulles baggage officeIf this is not the case and you still require assistance in resolution of a baggage issue with Frontier Airlines, please feel free to contact our Central Baggage department via telephone at: XXX-XXX-XXXX between 7:am and 4:PM Monday through Friday (mountain time)
Thank you for your patience
Kind Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because I received the worst customer service everI had another issue about damage done to my bag and items in it that has yet to be addressedThe manager in baggage claim office was suppose to call me back and that was almost a month ago I have yet to receive a phone callThe experience was just absolutely horrible with frontierI want to be compensated more than $baggage fee
Final Business Response /* (4000, 9, 2015/05/28) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
We apologize for any damage your bag may have sustained while in our careI have sent a request for someone either from Dulles or our Central Baggage Team to reach out to you and discuss the issue
If you would like to reach our Central Baggage team, please don't hesitate calling 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 only requested to check one bag and select seats that indicated $up charge and then all of a sudden $plus was charged to my credit card I did not request upgrade or Perks and yet they charged me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: As previously stated, I understand Customer Relations does not have the capability to process a full refundI have asked countless times for someone to forward my complaint to the CEO of Frontier or to whatever department that can process a full refundCustomer Relations constantly contradicts themselvesIf you can refund $back to my ***, then you surly can refund the FULL AMOUNT OF $So, for Christ sakes get the ball moving and have someone higher up further assist with my complaint
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,
*** ***

10/18/04:PM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Feedback Recap The situation that you described was a minute schedule change earlier than expectedI apologize if this does not measure up with your time scheduleUnfortunately, a schedule change of this duration does not actually merit compensation, however as a customer service gesture you've been issued a $voucher Making it Right I understand the main issue with this voucher is that you want more and have no plan to book with us by Jan, As I am not able to provide you with more compensation, as a second customer service gesture I will extend your voucher months from today (May, 2017), should you to decide to rebook with us in the futureI have replaced your original voucher with a new $voucher *** I know schedule changes do occur occasionally and are an airline practice, however I can assure you this in no way a standard we strive to maintainI encourage you not to give up on Frontier as I know we are capable of providing you with a great flight experienceI'm confident your next flight with us will be a good one! Kindly, *** Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 9, 2015/11/13) */
Dear Ms***,
Your calls were pulled and you asked about a refund and the agent advised if a flight was over four hours delayed and it was a controllable delay we would provide a refund IF you choose to purchase a ticket and fly with
another airlineYou asked how long before you would receive the refund and was advised seven to ten business days
We will only refund a unused ticket, we do not refund tickets that have been flownWhen there is a controllable delay we will provide compensation to our passengers in a form of a voucher
*** and the other passengers who flew on flight *** were provided a $voucher
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 12, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The call that is being quoted is not the final call in which the representative informd me I can get a refund I called about times the company did not do the research
We did not want to use the tickets ,again the refusal of the return of luggage is the reason whyThe plane was not working correctly, plane leaves and comes back and refusal of luggage to be return to fly another airlineSo instead of giving a refund as promised you are offering a voucher that the company believes we should use in hopes this time we wont miss meetings or be treated fairly our merchandise returnedThe issue is clear I understand that nothing is perfectBut this the first time we have dealt with a airline that had technical difficulties for hours asked before checking bags and they assured that the flight would leave at then refused to return belongings so to get a flight in the airport in which they all were leavingSo no we donot want a voucher I would like for them to locate the call in which I was informed I would receive a refundThe voucher can be voidedBecause even with the response I received I was told sorry for the wrong information and refusal of your luggage but policy is a voucherBut ill listen to the calls and dicuss with my manager
And we should have faith in this company to treat us fairly going forward ? No way The only thing we would like is a refundThen you know the most interesting part after hours and the promise of a meal voucher and refund when on the plane was asked would you like to purchase something to eat All my fiancé could say was no just attempt to get me home safely with my luggage
Final Business Response /* (4000, 14, 2015/12/03) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com
I'm sorry your not happy with our resolutionWe are unable to honor your request
Regards,
***
Final Consumer Response /* (4200, 16, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its not a resolution, I have never had a company be so reckless with customers money , time and all out disregard for resolving an issue their customer service offered
No response is needed or required from *** because throughout the entire process ,she has begun by letting me know she will not be of any assistance
Therefore I will reach out to other options and assistance

Initial Business Response /* (1000, 4, 2015/07/05) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Please accept my apology for any confusion regarding seating optionsSeating fees are
not mandatory, but ensure your desired seating locationAs a courtesy to passengers, a portion of every aircraft is available for advanced seat assignmentAll seating is based on availability and passengers *** do not pre-assign their seats, will be assigned any remaining seats on the day of travel, free of charge
If you choose to not select you would simply click continue, it does prompt if that is what you would like to do and you would just click continue againTo purchase the seat you would need to provide payment information, this was not purchased on the card used for payment as the reservation was purchased with a 3rd partyRespectfully we would not refund the seat fee or provide a voucher for future travel
Our reservations department is available 24/at XXX-XXX-XXXX to answer any questions regarding optional services
Kindly,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 6, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unacceptable given the deceptive the practicesI was able to film the process, however I need an e mail address to send it as trying to attach here may render it too large a file to attach
Final Business Response /* (4000, 8, 2015/08/04) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
Again, I do apologize for any confusion when checking in for your flight and seat selectionAs noted in the previous email our reservations department is available 24/to assist with any questions regarding online cheyou may haveBy not selecting a seat you simply continue
As a customer service gesture we have provided a *** voucher for you for future travelTo redeem your voucher, visit *** and go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: XXXXXXXXXXXXXXXXX
This voucher must be redeemed by *** *** *** but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows
We look forward to welcoming you aboard a future Frontier Airlines flight
Kindly,
***
Customer Service
Frontier Airlines
***
Electronic Vouchers:
A few more things to know about the voucher:
It's not redeemable for cash
It's valid for days from the date of issue and may not be extended
It may not cover the entire value of the purchase
It may be used only once, so there will be no remaining value after redemption
It's not transferable and may only be redeemed in the name of the passenger ** whom it was issuedThe name on the new reservation must match the old reservation exactly
It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges

I would like to thank you for all of your help and for the quick responsesYour help was greatly appreciated. Thank you again
Sincerely,
*** ***

Response Email 02/21/11:AM Hello ***, We have received your correspondence/communication with the Revdex.com, regarding your flight from 2/13/when traveling from Cincinnati to Miami I'm really sorry to hear that you had such a negative experience with our
customer service.Customer ServiceFrontier has zero tolerance for discrimination in any form, indeed we strive to create an atmosphere of mutual respect among employees and our guestsWe have a well deserved reputation of delivering a consistently high level of service to our customersI'm very sorry if this was not your experience with our agents.We Hear YouBased on the information provided, we don't feel the described behavior was based on discrimination or prejudice, however, we do take any claim of this nature very seriouslyWe assure you an investigation into the events and interactions you described will be conducted.While all communications, both verbal and written, between Frontier Management and our employees are necessarily proprietary, be assured an internal investigation will be handled to conclusion Explanation of FeesBAGGAGE - You are always welcome to board with one free personal item, to go under the seat in frontThink backpack, laptop, purseThis item cannot exceed 8"x18"x14"It is Frontier's policy to charge a fee for larger bags going into the overhead bin or being checked Our ApologiesI’m sorry that your baggage was not at your final destination when you arrivedThis is not the experience that we strive to provide for our passengers and I apologize for the inconvenience you’ve experienced You were refunded the cost of your delayed baggage in the amount of $to your card ending in XXXX on 2/15/Please allow 5-days for processing for this to reflect on your account We Care About YouIt is important for us to keep good relationships with customers like youIn an effort to make things right, regarding the rude agents and bag delay, you were issued a $voucher (xxxxxxxxxxxxxxxx) to use towards future travelYour voucher expires on 8/21/18, 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.Thank you for bringing this to our immediate attention.Kindly, Customer Relations SpecialistFrontier Airlines

Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsWe regret that you left your bag in the overhead bin when you deplanedWe are not able to refund your The Works purchase, since those were
services that you did useAs promised, Frontier provided space in the overhead and transported your bag with you to your destinationPlease let me know if you have any further questionsKind regards, ***
Customer Relations Specialist Frontier Airlines

02/26/07:AM ***,We are disappointed that you are not satisfied with our position in this matterPlease understand all information obtained for my response is collected from the official weight and balance report that is filed with the Federal Aviation Administration (FAA). You not being allowed to catch your flight had nothing to do with there being no seats available.I regret that you may have been given information that is consistent with the actual facts. We truly regret that you're not happy with the answer you received.I have logged your dissatisfaction with this outcome with Frontier Management.V/R,***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/06/10) */
***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I am sorry for the inconvenience the delay of our flight caused you when you traveled with
usIt is never our intention to disappoint passengers
My records indicates there have been several correspondences between you and at least of our agents *** and ***) in regards to this matterYou were advised on several occasions that our Customer Relations department does not handle these reimbursements request
Our agents provided you with different email addresses to submit your claim along with your receiptsOn 5/22/*** advised that it appeared the word "receipts" was missing from the address had emailed, making it incompleteShe also asked that you please check to make sure you have sent your information to the correct email address
Once you have submitted the needed documentation to the appropriate address it can take 6-weeks for the reimbursement to be processedA check will be mailed to the address you provided
Your continued support is very important to usTherefore, we hope this isolated incident does not prevent you from flying with us in the futureWe hope to have the privilege of serving your future travel needs
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 13, 2015/06/29) */
Frontier finally came through and reimbursed me for my airline ticketThey also gave me a $voucherGood outcome

Initial Business Response /* (1000, 8, 2015/08/06) */
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
Please submit your receipts for your interim expenses directly to our Central Baggage team for consideration:
Frontier Airlines, Inc
Attn: CBS
** ** *** XXXXXX
*** *** 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
Initial Consumer Rebuttal /* (3000, 10, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The airline contacted me via email on the last day for them to respondIt is clear they did not read the actual complaint as they responded with a very generic email asking for recieptsI clearly stated in the original complaint that we did hand in what we had and some were accepted and some they actually threw away saying they were unable to accept themWe still have not received the promised compensation of $per day per bag which would equal out to $I have made several more attempts to contact Frontier and every phone call takes at least an hour out of my day and no one can give me answers and passes me off to another departmentI want the compensation I was promised
Final Business Response /* (4000, 16, 2015/09/10) */
Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
Had you provided proof of eligible interim purchases made during your baggage delay in the amount of $per day, we would have reimbursed those expensesWe refund checked baggage fees and reimburse necessities purchased while a bag is delayedThere is no flat rate monetary compensation awarded per day during a bag delayOur agents in Punta Cana have assured us that they would not advise our passengers ** thisIs it possible that an *** *** representative may have given you that impression?
Our Contract of Carriage is available for you to review here:
http://content.flyfrontier.com/contract-of-carriage
We hope to have the opportunity to fly with you again, under more favorable conditions
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 18, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am beyond dissatisfied with FrontierAfter all I had gone through and am still going through I feel as though Frontier is simply just trying to brush this under the rugAs I have said many times already, I was told by FRONTIER EMPLOYEES that I would be compensated $per day per bagOnce when I first filed a claim and second when I left and handed in receiptsYes, I understand you wouldn't accept hand written receipts, but I was assured I would receive the compensation in a checkOn July I called the customer service line for frontier and spoke to a supervisor by the name of *** She also assured me that frontier would have to provide the compensation stated by the employees at the airportShe assured me that she was sending an email to the department that needed to be contacted and that I would be contacted by a representative which of course never happenedHer response to my call was " if that is what you were told, they have to provide you with that compensation "This is the SUPERVISOR that told me thisI want the compensation I was promisedI should not have to go through all of this in order to get what I was told from the beginningThis is the worst company I have ever dealt with in my life!

12/24/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Safety is Our Priority As you can imagine, flight irregularities can be very challenging and I'm sorry you experienced a
flight cancellationI also know that you expect to get where you're going safelyYour flight was cancelled due to weatherIt's never our intent to disappoint our passengers Customer Service Is Key We are committed to providing our passengers with a pleasant and enjoyable flight experience and I'm sorry to hear about your recent experienceWe have high expectations of our employees and I'm disappointed with the behavior you described of our agentsBe assured we have made your comments available to the *** *** airport manager so they may follow up on this valuable training opportunity We're Here To Help We have refund you fully for your cancelled flightYou should expect to see this refund appear back on your *** credit card within the next 7-business days We Care About YouIt is important for us to keep good relationships with customers like youIn an effort to make things right, we issued $vouchers to use towards future travelThe vouchers must be redeemed by March 23, 2017, but you do not have to travel within this time frame*** ***
*** *** Come Back SoonI recognize this does not change the time and inconvenience lost, 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 RelationFrontier 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,
*** ***