Frontier Airlines, Inc.

Initial Business Response /* (1000, 4, 2015/07/12) */
Dear Ms***,
Frontier Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concerns on behalf of *** *** and ***
Frontier would like to offer our sincere
apology with the difficulty in receiving assistance with reporting and locating your delayed bagWe have filed a formal complaint on your behalf with the customer service management team
Please accept our sincere apology for the delay of the checked baggage when Mr*** and Mr*** traveled with us on *** *** *** from *** ** to *** ** to *** *** ***
In 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 would certainly like to apologize for the ** day bag delay of Mr*** bag and we are still trying to locate Mr*** bag
As a customer service gesture, we have requested a refund of the bag fees paid of $** times** passengersThe refund will be credited back to the original form of payment, which is a credit card ending in ***Please allow** days for processing
Please scan and send in the receipts for interim expenses for Mr*** and Mr***Please indicate which are interim expenses for Mr*** and Mr*** separatelyPlease submit the receipts to ***, so that we may ensure the correct handling of the reimbursement
On *** **, *** Mr*** and Mr*** talked with a Central Baggage Specialist, that sent each of them a set of claim forms to fill out and return to Central Baggage for their lost bagsSince then Mr***' bag has been located and returned to himMr*** bag is still being looked for
We have, however, received claims forms from both Mr*** and Mr*** on ***, *** and ***, *** respectively
The claim form for Mr*** will be added to his file and not processed, since his bag was found and returnedMr*** claim forms will be processed in the order they were receivedSince travel was on ***, 2015, we can only trace for his bag until ***, *** after which time we can start the settlement processWe will notify Mr*** when his claim forms have been processed and when a written resolution may be expected
As a customer service gesture, we have provided $*** travel vouchers each for*** *** and *** for a discount on a future Frontier flight
To redeem the 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 number:
*** *** - XXXXXXXXXXXXXXXXX expires ***
*** - XXXXXXXXXXXXXXXXX expires ***
These vouchers 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
***
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
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again
If we can be of further assistance, please don'* hesitate to contact us via email at: ***@FlyFrontier.com, or by calling: XXX-XXX-XXXX Monday-Friday 8:00am-5:00pm Mountain time
At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances
Sincerely,
***
Central Baggage Supervisor
***@flyfrontier.com
***@flyfrontier.com
XXX-XXX-XXXX
XXX-XXX-XXXX
CRS XXXXXXB/CRS XXXXXX
Initial Consumer Rebuttal /* (3000, 6, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This issue has not yet been resolvedMr*** has not received his luggage or compensation to dateMr*** is in the process of reconciling the damaged and missing items from his luggage that was returned to him in shamblesThe baggage fee of *** was refunded however the initial charge was *** A *** credit towards a future flight is an insult considering all the trauma these two gentlemen have sufferedWhat about your customer service hours? Have these been adjusted? No one has reached out to assist these men in any way except through this response to the Revdex.comIt is very clear to all those involved that *** is not concerned with their customers
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
Our records show that a bag matching MrHaines's description was located and shipped to him via FedEx on July 22ndIf he has any questions or concerns regarding his bag he should contact our Central Baggage Service to discuss the issueThey can be reached at XXX-XXX-XXXX Monday-Friday 8:00am-4:00pm Mountain time
The two $flight vouchers that were provided are considered a form of compensationAll fees associated with the affected checked bags have been refunded
We appreciate your understanding and hope to have the opportunity to serve you again under more favorable circumstances
Kind regards,
Jenni
Customer Relations Specialist
Frontier Airlines

08/04/03:PM Hello *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.We will review this issue once we receive the documentation that you are gathering.Kindly,***Customer Relations SpecialistFrontier Airlines

Response Email 02/15/01:PM 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 last flight experience on February 11, when traveling from
MIA to LGAI'm really sorry to hear about your last flight experienceSafety is Our PriorityI understand you're flying with us because you have somewhere to beThat's a reasonable expectation! Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed due to this reasonPlease accept my apology for the unexpected interruption I would like to apologize that our agent did not provide you with the options of being placed on the next *** ***s flightI understand due to the options that our agent provided, you decided on the refund of your flight reservation If you can please sent us your receipts for the *** ***s flight that you purchased we would like to look them over for consideration of a reimbursement I understand you lost a day of your hotel reservation, and you can also submit your receipts for your hotel for the extra fee that you paid due to the delay of the flight, as well as the extra fee for the extension of your hotel roomI am not able to guarantee that we will be able to cover the extra cost of the hotel room, but we can look over them and take them into consideration Our ApologiesI'm sorry to hear that your experience wasn't as expectedYour description of our 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 Baggage I can see that we have issued a refund of your $bag feeI would like to apologize for the delay of your bagOur team is working on getting your bag back to you as soon as possibleWe apologize for any inconvenience the bag delay has caused youOur baggage team is working on your baggage claim and they will continue to be in contact with you Please provide us with the receipts, and they will all be looked at for consideration of a reimbursementYou can respond back to this email with the attachments Kindly, 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
They have sent me additional correspondence indicating that a check for $will be sent to me as compensation
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:i do not think that its a fair resolution based on the fact it isnot posted on website.
Sincerely,
*** ***

06/15/06:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I definitely understand your frustration in regards to the changes in your travel arrangements and greatly apologize for this
inconvenience. SafetyAs discussed in our previous correspondence, I realize you have very important plans and want to be there on timeHowever, changes in scheduled flight is a part of the airline industry and can be affected by a variety of factors that relate to keeping operations smooth so that flight safety and satisfaction is maintainedPlease again accept my apology for the interruption. RefundAlthough we would not be able to reimburse you for the cost of a hotel due to this schedule change, we are more than happy to book you on a future date on a Frontier flight that is more convenient for your needs for no additional cost. Another option available would be a full refund of your tickets should you decide to cancel your reservation. In this scenario, you would be able to make separate travel arrangements that suit your needs better. Personal ApologyReviewing your situation, I feel terrible that these changes to your travel plans has caused such a poor experience that I want to offer you some additional compensation in your vouchersI have raised both of the voucher amounts to be worth $eachAlso, as a one time customer service gesture, I have also extended these to be valid for a full yearThese vouchers don't expire until June 12th, Here are the new voucher details below. *** *** *** *** *** *** I sincerely hope you can give us another chance and please don't hesitate to contact me again with any further concern. Sincerely, ***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 14, 2015/11/13) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We have a strict minute cut off at the ticket counterYou had a 3:flight so
you had to have your bags checked and boarding pass in hand at 3:Our records indicate you attempted to check in at 3:
In your email you mentioned you documented everything the following day and someone checked in at 3:05, which is fine they had until 3:to check in for a 3:flight
We advise passengers to arrive at the gate minutes before boarding, so that would be 3:Cut off is minutes before departure which would be 3:You mentioned in your email at 3:flight crew and a passenger arrived, which is fineYou also mentioned at 3:pm we were still waiting to board3:passengers started coming off the previous flightAt 3:a female passenger came running in with her boarding pass and carand frantic she had missed her flight, the employee told her she was fine and had not missed her flight, which was fine because it wasn't past 3:
I pulled up our operations flight report for flight *** on October 15, our flight pushed from the gate at 3:and was off the ground at 4:
Your additional fees you are referring to are your seat and bag fees, beside your $change fees which are non refundableI'm sorry we're unable to honor your refund request
Regards,
***
Customer Relations

02/26/07:PM Dear ***,Thank you for contacting Frontier Airlines.Carbag fees are non-refundable, however as a one time customer service gesture, we have issued a $credit to your reservation and have applied that credit to the purchase of the checked bags for your flight from ***
*** to *** on March 1st You are a valued customer of Frontier Airlines and we appreciate your continued support.Thank you,***
*** *** ***Frontier Airlines

Initial Business Response /* (1000, 6, 2015/09/19) */
Dear Ms***,
We are in receipt of your correspondence with the Department of Transportation and the Revdex.comWe appreciate the opportunity to address your concerns
Please accept our apology for the flight disruption you
and *** recently experiencedThe decision to delay or cancel a flight is not an easy oneWe have a team of specialists who continually monitor our entire system and make decisions regarding irregular operationsThey decide the best possible arrangement for all involved, given the circumstancesIt is never our intention to disappoint our customers
As a gesture of apology, we have issued an Electronic Travel Certificate in the amount of $which provides a discount on a future Frontier Airlines flightPlease review the terms and conditions belowTo redeem your electronic voucher, visit www.flyfrontier.com and simply go through the flight booking processWhen you arrive at the payment screen, select Electronic Travel Certificate from the drop-down list of payment options and enter voucher number:
Name: *** ***
Expires: December 18,
Certificate number: XXXXXXXXXXXXXXXXX
-=-=-=-=-=-=-=-
Name: *** ***
Expires: December 18,
Certificate number: XXXXXXXXXXXXXXXXX
Regards,
***
Customer Relations Specialist
Frontier Airlines
Electronic Vouchers:
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

Complaint: ***
I am rejecting this response because: Please see the 1st page of my attachment. Frontier's Itinerary showed departing Denver to Las Vegas on Oct20, 2016, NOT Oct21, 2016. When I was booking this flight online, the departing flight from Denver to Las Vegas showed the evening of Oct20. Therefore, when I reviewed the itinerary, and it showed departing Denver to Las Vegas on the 20th, I thought everything was correct. I strongly feel Frontier should have showed the date as Oct21, for the flight out of Denver. I could not cancel this trip to receive a refund. So I paid the additional fee to ensure our flight would arrive in Las Vegas on the 20th as I only had a few days and didn't want to chance not getting a flight from Denver to Vegas the evening of Oct20. Thank you for your attention to this matter. I greatly appreciate it!
Sincerely,
*** ***

04/14/11:AM ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsWhen a refund is issued is goes back to the original form of paymentYour payment was made using a credit card ending ***. If this does not belong to you, it is possible the travel agency you used, used their credit card to pay for the travelThe refund will go back to them and they are responsible to issue you a check. Please get with *** *** *** *** When a flight is delayed in one part of the nation, it can effect the continuation flight segmentsOn March 23, severe weather was reported in Denver (Denver blizzard)Flights out of Las Vegas stop in Denver and then continue to OrlandoThe Denver airport was closed downRegrettably, when re-accommodating many passengers the only open seats available were 3-days outNormally when weather is the cause of a delay or cancellation no compensation is issued as weather is out of our controlHowever, Frontier has authorized an exception as a customer service gesture to issue electronic vouchers only for the additional expense some passengers incurred due to purchasing other airline tickets. I have issued you and *** each a voucher in the amount of $each for the *** tickets in the amount of $To redeem your voucher, visit www.flyfrontier.com and go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: ***(***), ***(***)The vouchers must be redeemed by December, 2016, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows.While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.Kindly,***

03/22/12:PM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns What I Have Done I do understand how stressful and expensive this travel disruption wasAlthough, we
were not responsible for the disruptions, we care about our customers like youAs a one-time customer service gesture I have refunded your $change fee back to your *** ending in ***Please allow a few days for this to show up in your account I hope to see you back onboard one of our flights soon! Kind Regards, *** *
*** *** 03/22/11:AM Hello *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur RegretsThank you for letting me know about the flight disruption you recently experiencedThe decision to delay or cancel a flight is not an easy oneIt is never our intention to disappoint our customers Canceled Flight *** Your flight was canceled do to winter storm ***Because weather related cancellations are out of our control, the only options are to refund your fare or fly you on the next available flightI am sorry you were stuck in ** for days Missed Flight I'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 planned Check-InI know first-hand that navigating an airport can be challenging, especially when there are long security linesIt's for that reason that we require passengers and their baggage to be checked in at least minutes prior to departureIt really is a good idea to get to the airport at least hours in advance of your flightFor those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change feeThank you for flying Frontier AirlinesI hope that we will be able to provide your travel needs again in the future Kind Regards, *** * Frontier Airlines

10/24/02:PM ***, We have received your correspondence as submitted to the Revdex.com as well as the DOT and appreciate the opportunity to respond The decision to delay or cancel a flight is not an easy oneIt is never our intention to disappoint our
customersDelays can be frustrating, but safety is our top concern and periodically our flights have to be delayed due to this reasonPlease accept my apology for the unexpected interruptionHowever, flights that have been flown are not eligible for a refund despite any delay that may have occurredWe regret any misunderstanding surrounding this policy Although I am unable to provide a refund, I would like to speak with you further to address the other cost involvedMy records show food vouchers were issued as well as vouchers for future travel I have attempted reaching out via phone but have been unable to reach youIs there a good time of day to contact you? Kindly,***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 as I have now received the check.However, I'm disappointed that the company has failed to address the over arching issues in my complaintI also wonder if the check never reached me because it was never sentThe response says the the check was issued on the 11thBased the the email I received from the company on the 12th staying that my reimbursement has been approved and may take an additional 4-for processing and shipment, the 11th is not the date it was sentI have never received an answer to that question and went to a lot of trouble and spent a lot of time trying - not to mention the day the cost me in canceling my flight
Sincerely,
*** ***

01/11/03:PM ***,When an airline experiences several weather cancelled flights across their systemIt will also cause interruptions in crew scheduling as well as aircraft, not being positioned correctlyFor example:If an aircraft is flying *** to *** *** and has a crew change
from *** before continuing to ***. And due to weather, the new crew/aircraft coming in from *** was not able to get to *** *** for the flight change to ***The delay would be due to weather, which caused the crew/aircraft not to be in the correct position to fly their scheduled route. All flight delays and cancellations have to be logged with the FAA.I appreciate the time you've taken to share your feedbackIt's important we remain consistent with our policies and I'm sorry you're not happy with our resolutionRespectfully, we do not compensate for weather-related events or consequential issues.Regards,***

Initial Business Response /* (1000, 6, 2015/09/11) */
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 September 4, 40,miles were added to EarlyReturn
account XXXXXXXXXXXAs of today the account holds 41,miles
We look forward to welcoming you onboard many future Frontier Airlines flights
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 8, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/28) */
***,
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
I apologize if you felt our
reservation agent was unwilling to help in anywayThere are only a certain number of seats available for the current prices reflected when purchasing a ticket, and the fare may change as seats are being purchased by other passengersTherefore, our reservation agents are unable to manipulate the system once the price is no longer availableThe price will no longer be available in their systemOur fares are subject to change at any time (even multiple times in the same day) due to availability, demand, sales, etcYou can sign up to receive alerts for sale fares and promotions at www.flyfrontier.com
Your tickets were purchased at the lowest price available at the time of purchasePlease review our Contract of Carriage and The Terms and Conditions for the ticket you purchased at www.flyfrontier.com
It is through feedback such as yours that we are able to constantly evaluate our servicesThank you for taking the time to writeWe hope to have the opportunity to welcome you aboard future Frontier Airlines flights, under more pleasant circumstances
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 12, 2015/06/09) */
I have taken some time to review this terms and conditions and none of this applies to meThis is not a reissuing of a ticket or an instance when the ticket pricing wasn't available to them because I called the same day the tickets were thereThe person on the phone said they could cancel our ticket and reissue a new ticket under the price and charge us a dollar fee for suchSo here is what I am going to doIm going to file a class action law suit and make it public to all who have been screwed over by your policy to jump inThis is unbelievably shady and poor service on behalf of your companyIm giving you one last chance to do what is right by your customers before you have to have your companies reputation damaged and possibly have to pay a lot more money for something as silly as honoring a ticket for the price you sold it to others for
Final Business Response /* (4000, 14, 2015/06/17) */
Dear ***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
We understand your opinion in regards to our fares and how they fluctuateAlthough we are disappointed to hear that when you purchased your flights it was $more that now per passenger, we do not provide refund for the difference in fare prices when they decreaseYour ticket was purchased with the understanding that the fare offered was the lowest fare available, at that time, on the date of bookingRespectfully, we will not be able to provide you with that difference
Although we realize this is not the answer you were hoping for, 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
We appreciate your understanding and we look forward to the opportunity to serve you aboard your future Frontier Airlines flight
Kindly,
***
Customer Relations Specialist
Frontier Airlines Lead

Initial Business Response /* (1000, 6, 2015/09/11) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Please provide your reservation code or you flight dates, city pairs and flight
numbers
We await your reply
***
Customer Relations Specialist
Frontier Airlines

01/03/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondFlight On behalf of Frontier, we are so very sorryWe’ve had hundreds of disrupted flights during your travel period and I understand
this has been incredibly inconvenient and frustratingWe are focused on providing a good experience to our customers and we know we failed to meet this commitment to youLet me take a moment to explain as much as I can, why this happenedThe weekend of December 16, 2016, we faced severe weather across the US, especially in ***Although the weather problem was short, it forced several delays and many cancellationsWhile we tried our best to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn't successfully get them where they were suppose to beThis had a ripple effect that we were still seeing during your travelCancellation Canceling flights is a very tough decision that we don’t take lightlyOur goal is to complete all flights and get you to your final destinationWe exhaust every option we have before we make the decision to cancel a flightWe know we could have done better communicating this, providing you options and information in a more convenient mannerI'm really sorry you weren't provided with information sooner Reimbursement I'm sorry you incurred additional expenses due to the recent flight disruption you experiencedI understand the inconvenience this has causedWe're unable to reimburse for expenditures like the ones you describedWhen flights are cancelled due to weather related issues Frontier offers two options to all passengersYou can request a refund for the cancelled flight, or you can rebook on the next available Frontier flight with no change fees or fare difference Communication I can understand why you feel as though we were not up front about information regarding your flightThe honest answer is, we could have done a better job communicating with our front line teamThis would have enabled them to provide more accurate informationThey should have been empowered to tell you exactly what was happeningWe were impacted on such a massive scale, decisions were moving very quickly leaving our communication confusing and often times inaccurateWe know this is unacceptableI apologize that we did not communicate as well as we should have Come Back Soon! I apologize again for your past experience, I highly encourage you to give us the chance to impress you on your next adventureI'm confident your next flight will be a vast improvement! Kind regards, *** *** *** Frontier Airlines

06/23/12:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Schedule Change I'm very sorry for the inconvenience our schedule change has caused you, especially in trying to find a
reasonable solutionI regret that we weren't able to find an alternate flight for you and that you have had so much trouble trying to get a refund Your RefundI queued your $refund for processing todayPlease note that it can take about a week to fully process on our end, and may take a few more days to post to your account, depending on your bank's practicesI show the credit card used to make the purchase ended in Again, I would like to apologize for the inconvenience of our schedule change, and for the additional difficulties you encountered I hope we can earn your trust in our customer service once again. *** Frontier Airlines