Frontier Airlines, Inc.

Response Email 09/24/11: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 recent experience on September 9th when traveling from
***) to ***(***).Our ApologiesI'm sorry to hear how things turned out when you arrived at our check in counterFrontier has a strict minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageIt is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as plannedWhat We Can Do As a customer service gesture for this situation I have placed your $voucher and the amount of your missed flight $both into a credit for future useThe credit is in the amount $and is placed in a credit under the code XXXXXThere is no name associated with the credit so anyone may use it 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 this confirmation code:(XXXXX), and this email address: ***If applicable, a credit card will be required for any residual value Come Back Soon Thank you for choosing Frontier, I apologize again for these past experiences with us and hope you use the credit towards a future flight on Frontier.Thank you for letting us know how we can improve.Regards,Customer Relations SpecialistFrontier 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
Thank you for all your help
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Due to this incident I am out of $plus dollars that was not in my budgetThis is now another bill that I have to pay for and cannot affordI am simply asking for the amount I had to pay for a last minute flight nothing more.
Sincerely,
*** ***

Response Email 02/23/08:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondEmergency Events I am very sorry to hear that our agent's did not offer you to send in a doctor's noteWe
require a doctor's note in writing specifying that you are unable to complete travel during the ticket's validity period (days)The certification must be signed and dated on the physician's, or hospital's letterhead. Also, please send me your digit confirmation code, Options Available Once the letter has been approved, we can cancel the unused portion of a ticket and receive a full refund (less a refund processing fee of $per person for Economy tickets)You can attach the letter to this email to be reviewed Please let me know if you have any further questionsI will be looking forward to your responseKindly, Customer Relations Frontier Airlines

11/14/01:PM Dear ***, We have received your correspondence as submitted to both the Department of Transportation and Revdex.com and appreciate the opportunity to respondI apologize for any inconvenience you experienced when attempting to checking in early for your
flightOur ticket counters open hours prior to departure for domestic flightsThis is the recommend time on confirmations and our website While I understand your desire to check in early passengers are not allowed in restricted office areas for obvious safety reasons The scheduled departure time for your flight was 10:agents were available hours priorThe posted sign advised agents will return at 8:Because of the swearing both when trespassing to the back office and at check in to both the ticket agent and supervisor it was determined you were not allowed to travel that evening 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 The fare purchased is non refundableWe have issued a voucher to you for the amount of $which is the fare and bag fee purchasedThis is valid for daysInstructions on how to redeem are belowRespectfully we would not provide $10,in damages and compensation Sincerely, *** Customer Relations Specialist Frontier Airlines

Response Email 10/09/05:PM Hi ***, 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 issue regarding flight on October 10,
traveling from *** *** to ***I'm really sorry to hear that Hurricane Nate has made you unable to make it to *** *** this weekend Your Frontier Credit Due to the circumstances of your situation, we are willing to waive your cancellation fees and compensate both you and Paulina with Frontier CreditEach credit is for the full purchase price of $ 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 this confirmation code: *** *** *** *** *** *** ***
*** *** *** *** *** *** *** If applicable, a credit card will be required for any residual value Come 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,*** *** ***
*** ***

Initial Business Response /* (1000, 6, 2015/09/22) */
Dear Mr***,
We are in receipt of your correspondence with the Department of Transportation and the Revdex.comWe 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 ** be checked in with boarding pass ** hand a minimum of minutes prior to the scheduled flight departure for domestic flights, and minutes for international flightsPassengers *** 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 ** 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 departureOur records indicate the time stamp on our kiosk shows you attempted to check in at 8:am (minutes late) for your 8:am departure
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
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again
Regards,
***
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/08/12) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsAccording to our records Customer Relations Lead *** spoke with you over the phone
and followed up in writing on July 21stBelow is the body of his email
Thank you again for your time earlier this afternoon over the phone
Again, we sincerely apologize for the unpleasant experience you and your wife had with us when you were scheduled to fly with us for the Fourth of July weekendI understand that it must have been very frustrating to have been waiting in line to only be told that you were past the minute cutoff once you arrived at the counterWe normally do provide baggage drop off lanes for those who have checked in and printed their boarding passesI apologize if this was not advised or available for this flight
We are also disappointed to hear that we were unable to provide you with another flight option that would work for your trip to *** We are committed to providing our passengers *** a pleasant and enjoyable flight experience and regret that we fell short of this
I would also like to apologize for any inconsistencies you may have received about our minute cutoff policyAll our stations are aware of this cutoff and know that this policy allows them to perform their duties to allow for on-time departuresBe assured that your feedback regarding this situation has been logged and will be forwarded to our Station Management Team for internal review and future consideration
As discussed, due to the circumstances of your concerns, I have set a refund of your reservation of $Please allow 7-business days for the refund to be processed and credited back your accountIf you have and questions about this, please do not hesitate to respond directly to this email and I will be happy to look into itI noticed that you had also reserved a rental car for this trip through this reservationPlease note, that we do not retain these funds and a refund request for this will have to go through the rental car company
Once again, thank you for your time and understandingAs 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 processWe hope to have the opportunity to restore your confidence in our service onboard a future flight
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

02/27/04:AM ***,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondAfter a review of your record I was able to verify that our ticket counter was manned until 05:AM (CST). The computer terminal was
locked out at the aforementioned timeThis means that there was a Frontier representative at the ticket counters minutes prior to the scheduled departure time of flight. Logging out of the terminal can only be done manually.Frontier truly regrets that you missed your flight. We always suggest getting to the airport at least hours before the scheduled departure time of your flight.In some smaller markets, Frontier and several other airlines often contract out workers. These agents must complete the cheprocess for all customers. They then leave the ticket counter to perform the boarding process, returning to the counter after the flight has been departed.You purchase a non-refundable ticket; respectfully we cannot honor your request for a refundFrontier does understand that passengers sometimes run into situations that cause them arrive late to the airport. We are not unsympathetic to these unforeseen circumstances, so as a customer relations gesture of goodwill, I have issued you an Electronic Travel Vouchers that represents the amount you paid for your ticket ($167.60).To redeem your voucher, visit www.flyfrontier.com; go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: ***.This voucher must be redeemed by May 1, 2016; reservations must be booked by this date, but travel can be scheduled beyond that date to anywhere Frontier Airlines fliesRespectfully,*** Customer Relations SpecialistFrontier Airlines

09/27/12:PM ***, I am sorry for your experience, however we are as transparent about our policies as possibleDuring booking on our website we inform of this policyIn addition we inform about our policy on our website here: Countdown to Departure Our polices are put in place to ensure our planes are fully boarded with luggage and ready for take off at scheduled timesThe details of this policy are listed below and can be found here in section of our Contract of Carriage AAirport Che- It is the passenger's responsibility to arrive at the airport, taking into consideration travel time both to and within the applicable airport, including processing through the security check point with enough time to complete cheand security screening processes BPassengers can check in beginning hours before departure at Frontier's airport checounters or hours before departure at FlyFrontier.com if the reservation is eligible for online check-in CCheTimes 1) For domestic flights (originating and to a destination within the United States), the passenger must be checked in with a printed boarding pass or a Frontier mobile app boarding pass in-hand at least minutes prior to scheduled departure whether or not checking bags2) For international flights, the passenger must be checked in with a printed boarding pass or a Frontier mobile app boarding pass in-hand at least minutes prior to scheduled departure DTime Limit for Checking Bags - Baggage to be checked must be presented at the airport within the minimum chetimePassengers who present baggage after the minimum chetime may be refused transportAt some airports, the counter may close at the checut-off time, in such cases, passenger and baggage cheare not permitted after the chedeadlineIn the event that baggage is accepted after the minimum chetime, the passenger will be liable for any costs and fees for the bag to be delivered in the event that it is not carried on the same flight EAvailability for Boarding - Tickets and seat assignments are subject to cancellation for passengers who fail to make themselves available for boarding at the departure gate at least minutes prior to scheduled departureFFailure to Appear - If a passenger fails to travel on a flight on their itinerary without the reservation for that flight having been cancelled, all subsequent flights, including return flights, on the itinerary will be cancelled Once again, I am sorry that you experienced this unfortunate occurrence Kind Regards, *** * Frontier Airlines

Complaint: ***
I am rejecting this response because: mis not appropriate for you to charge for a service when people that have not paid for it have access to itand on top of that your employees are allowing this to happenis a lack of respect for the company to offer a dollar credit when is most certetly that I am never going to use it because of the awful service and lack of commitment to the services offered
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: From their responses they do not seem to care about their customers. They do not care about how they put my family in an unsafe situation, they do not care about the additional time and money spent because of a very unsafe issue with their air plane; that could have been fixed by switching out our plane. Since they will not do anything other than insult me with a $credit, there is nothing more I have to say. I will never fly with Frontier again!
Sincerely,
*** ***-***

09/27/02:PM Dear Ms***, Thank you for contacting the Frontier Airlines Central Baggage Service Office We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We are sorry to hear of
your luggage and customer service issues when you were to travel with Frontier from Chicago O’Hare to Raleigh-Durham Our records indicate a courtesy claim, ***, was created for you on September 22nd. At this time, we currently have no matches or messages regarding your luggage The Central Baggage Service Office has requested your $25.00 baggage fee to be processed for a refundThe refund will go back to the original form of payment, credit card ending ***Please allow days for processing If we can be of further assistance, please don't hesitate to contact us via email or by calling: ###-###-#### Monday-Friday 7:am-4:pm Mountain time Frontier Airlines appreciates your business and apologizes for the inconvenienceWe will contact you right away when your property is located or any possible matches are found Sincerely, *** Frontier Airlines Central Baggage Specialist

Response Email 04/18/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond According to my research, your seat and baggage fees were never paid for at firstWhen you
first booked your flights, you paid $which is the total of the flight fares (371.40+494.42)You then were charged $which is the total of checked bags and seats in stretch seating (38+38+38+38+45+45+45+45) Please let me know if you have any further questions! Best, Customer Relations Specialist Frontier Airlines

Response Email 04/30/08:PM Hello *** Thank you for contacting Frontier Airlines regarding your April 28th flight out of DenverWe have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond
Safety is Our PriorityI understand you're flying with us because you have somewhere to beThat's a reasonable expectation! Diversions can be frustrating, but safety is our top concern and periodically our flights have to be diverted due to this reasonPlease accept my apology for the unexpected interruption Our Apologies I'm sorry to hear that your experience flying out of Denver wasn't as expectedYour description of having difficulty receiving a refund after experiencing an Air Turn Back on your flight is concerningI can only assure you this is not the type of service we strive to provide, I'm sorry that happened to you We Want to Win You Back!I see that you that your refund has been processed in the amount of $to your card ending in XXXX, please allow 5-days for this to appear on your bank statementAs well, I would also like to offer a customer service gestureIn an effort to make things right, I have issued a Frontier voucher (xxxxxxxxxxxxxxxxxxxxx) in the amount of $100 to use towards future Frontier travelYour voucher expires on July 29, 2018, but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption detailsWe Value Your BusinessThank 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 oneRegards,Customer Relations SpecialistFrontier Airlines

Revdex.com:
In the response you just passed on to me, a representative named *** from Frontier Airlines has requested a phone number to call meI don't yet know whether the resolution will be satisfactory, but I am hopefulPlease give *** my phone number, ###-###-####I could talk to him between and 9:tomorrow morning, or between and 1:or between 3:and 4:MSTI might be available for more hours on FridayThank you for your help.*** ***

09/01/06:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond An exception has been granted and a refund issuedThe refund will go back to the original form of payment a credit card ending ***
in the amount of $The refund can take up to business days to see as a credit Kindly, *** Customer Relations Specialist Frontier Airlines

10/14/07:AM ***: When I pulled up your record, there was a credit for the return portion of your ticket. I have refunded that. There was no change fee deducted so the entire $has been refunded On September 30, 2016, at 7:am, I sent the following email: Dear ***, Thank you for speaking with me this morning and allowing me the opportunity to log your comments which will be forwarded to management for internal purposes. We are grateful for the feedback As I promised, I have provided you with a $travel voucher with my sincere apologies. I have extended the voucher for year. You do not have to fly by the expiration date, but a reservation must be booked by that date. I have provided the voucher information for you below With kind regards, *** Customer Relations Frontier Airlines

04/04/10:PM***, I understand your frustration and I apologize for any inconvenience this may have causedAlthough *** acted upon policy, I have given an exemption to refund the amount of $that was charged as a one-time courtesyPlease allow business days and 1-billing
cycles for the funds to appear on your statementSince a refund has been approved, the vouchers that were previously issued has been voided and no longer has valueYour comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedbackRest assured that this information will be sent to the station manager in Portland and will serve as a valuable training opportunity to everyone involvedThank you for your patience and understandingSincerely, Karl Reservations Supervisor Frontier Airlines

05/23/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond It appears that in addition to this report to the Revdex.com, you submitted this complaint to our Customer Relations
team on 5/20/17. We responded to the complaint submitted directly to us on 5/20/with the following: Hello ***, Thank you for contacting Customer Relations and I do apologize for this incident Frontier has a strict minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageIt is never our intent to inconvenience our passengers. It really is a good idea to get to the airport at least hours in advance of your flight to avoid any last minute stress Can you clarify for me if you paid twice for the bag on your flight today? Please let me know so I can review to see if any adjustment can be madeI'll look forward to hearing back from you soon Best wishes, ***
*** ***
*** *** We heard back from you on 5/20/with clarification regarding your bag fees and we have responded back and have refunded the $bag fee that you originally paid when you booked your flight We do not want to charge you twice for the same bag. As I explained in the response I sent you earlier today, the $refund was applied to the original form of payment which is the Visa card ending in *** You should see this transaction posted to your account within 7-business days I also see that a $voucher was issued to you with number *** on 5/20/as a customer service gesture. Our vouchers normally expire in days but I see that your voucher was extended out one year with an expiration date of 5/21/2018. As long as you book your travel prior to the expiration date of the voucher, you can actually fly as far out as the Frontier schedule allows. Please see below for the redemption instructions I hope this was helpful and that you will use this voucher to fly with us again soon Best wishes, ***
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