Frontier Airlines, Inc.

Dear ***, We have received your correspondence as submitted to the DOT and Revdex.com and appreciate the opportunity to address your concerns. I'm very sorry that you missed your flight from Denver to Portland on January 5, due to the long delay and gate change confusion. The
Denver station advises that there were many gate change announcements made for that flight and it appears that you just did not hear the announcement. I have submitted to revenue accounting a refund of the portion of the flight you missed. You should see that back to the original form of payment within business days. I sincerely apologize for your past experience. It is never our intention to inconvenience any of our customers and this was an unfortunate, isolated incident. I am enclosing a $travel voucher valid for months for future travel. I hope you will give us another chance. Your voucher number is #xxxxxxxxxxxxxxxxxxxx and will expire on July 18, Just follow these simple steps to redeem your voucher. Best regards, Customer Relations AdvocateFrontier Airlines

06/03/10:AM Dear *** ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We apologize for your delayed and lost bag when you travelled on February 13, We apologize for the
inconvenience you experienced Our records indicate you did receive a settlement check from us for $As the agent explained to you on May 31, when you contacted Central Baggage, there are items that are not covered under Frontiers Contract of Carriage and items are depreciated depending on how old the item isIf you have original receipts for any of the items that were in your bag please send in the receipts to: *** *** ***
*** *** *** ***
** *** ***
*** ** ***
We will be happy to take a look at your claim with the receipts We apologize that you had poor customer service when you contacted us. I have given a message to the supervisor in our Central Baggage office to have her give you a call At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances. Please feel free to contact us with any questions or concerns
***Frontier AirlinesCentral Baggage Specialist

Response Email 05/21/10:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondSafety is Our PriorityAs you can imagine, flight irregularities can be very challenging and I'm
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 passengersWeatherOur records show your flight disruption was due to irregular weatherAs with all uncontrollable delays or cancellations, we do not provide compensation or reimbursement for expenses, as irregular weather is out of our control Respectfully, your reservation does not qualify for a refund as you completed your travel to Los Angeles.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,Customer Relations SpecialistFrontier Airlines

Dear Mr***,
I'm sorry you may have your times confusedOur time stamp shows you contacted on reservations department at 5:am, please check your cell phone to verify the time you contacted our reservations department
Please accept our apology we are unable to refund your ***
*** ticket or your return Frontier Airlines ticket in the amount of $due to you purchased a non refundable ticket
As a gesture of apology, we have issued voucher number *** in the amount of $118.00, which can be applied to your next online booking at www.flyfrontier.com
This voucher must be redeemed by February 13, 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
Regards,
***
Customer Relations Specialist
Frontier Airlines
***
Just follow these simple steps to redeem your voucher:
Visit www.flyfrontier.com and select your flight
On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher
It's not redeemable for cash
It must be booked within days from date of issue
Note: There are no restrictions on travel date
It's one-time use, meaning there will be no remaining value after redemption
It may not cover the entire value of the purchaseAny remaining balance due must be paid by the
customer
It's not transferable and may only be redeemed in the name of the passenger to whom it was issued
The 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

Initial Business Response /* (1000, 5, 2015/06/30) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
We regret any error in the information you received regarding your connecting
flight in DenverFlight crew provide the most updated information they have at the timeDecisions are commonly made to depart our aircraft on timeOccasionally, we are able to hold a flight for connecting passengers without significant impact to our operationWe regret that this was not the case when you were trying to connect to your flight
Weather/air traffic control delays are not within an airlines controlWhile the weather may appear fine at the time of your travel, where the aircraft originates can create a weather delayAs weather is not within any airlines control compensation, hotel or food vouchers are not provided
I'm sorry you were unable to take a later flight with usSince you were unable to take the Denver to Des Moines flight due to the missed connection and did not travel I have requested a refund of that portion of your fareProcessing typically takes business days and will credit back to the card used for payment
Your business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight
Kindly,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Frontier refunded me for part of my trip in response to my experience

Complaint: ***
I am rejecting this response because: this is unacceptableI am never flying your airlines againi paid over to fly homewe were disrespected and treated terriblywill not do anything for me and yesterday you offered me two vouvhersI want my money back for the plan tickets homei guesss I will be getting a lawyerYour staff mocked me, treated me with disrespect and disrespected a member of the militaryI will my money back for the tickets home only.
Sincerely,
*** ***

06/09/05:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and the Department of Transportation I apologize that you were not notified of the delay of the flight from San Francisco, CA on May 29, 2016. The delay caused
your flight #*** to depart approximately hours late from Denver, CO to Washington, DC to be delayed. The safety of our crew and passengers is the number one priority with Frontier Airlines. I have logged your complaint, which will be forwarded to management for internal follow up. I have also logged your comments that you felt the agents at the Service Center in Denver were rude. Upon review, it appears that the conversation at the Service Center escalated on both sides. A $travel voucher was provided to everyone on the delayed flight. Vouchers are valid for months, but you do not have to fly by the expiration date. I have provided the voucher information for you below. I would be happy to extend it per your request. Regrettably, we would not be able to provide a refund of your flown ticket Your comments and those from other customers help us to identify areas that need to be addressed and we are grateful to you for your feedback. Thank you for taking the time to write With kind regards,
*** Customer Relations Frontier Airlines

11/22/01:PM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsI'm disappointed that you are not satisfied with our resolution in this matterIt is never our intention to be insensitive to our customers when circumstances such as these occurHowever, in fairness to all customers, it is important for us to remain consistent with our policies Thank you for sharing your concernsWe hope we can travel with you soon Sincerely, *** Customer Relations Frontier Airlines

06/15/11:AM ***, We are committed to providing our passengers with a pleasant and enjoyable flight experience and regret that we fell short of this when you traveled with us on on June 5th from O'HareWe have high expectations of our employees and are disappointed with the
behavior you described of our flight attendantsBe assured we have made your comments available to our In-flight management team for internal review and training purposes I apologize our agent embarrassed you on your flight, this situation should have been handled sensitively and discreetly The $seat fee has been refunded and this amount will go back to the original form of paymentI show the last four digits of the credit card are ***, please allow business days for processing Along with our sincere apologies, we have issued an electronic voucher *** in the amount of $50.00, which provides a discount on your next Frontier Airlines flight.The voucher must be redeemed by December 31, 2016, but you do not have to travel within this time frame.While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.Kindly,***Frontier AirlinesCustomer Relations

04/07/12:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsI apologize for my confusion and any additional confusion there may have been when explaining the fees to you previouslyPlease
know that the XF-Passenger Facility charge and the seat fees are not the same and you have not been double chargedThe Passenger Facility Charge (PFC) Program allows the collection of PFC fees up to $for every boarded passenger at commercial airports controlled by public agenciesAirports use these fees to fund FAA-approved projects that enhance safety, security, or capacity; reduce noise; or increase air carrier competitionI hope this gives a better explanationPlease feel free to let me know if you have any additional questionsWe look forward to the opportunity to serve you again aboard Frontier AirlinesKindly,***Customer Relations SpecialistFrontier Airlines

10/17/09:AM Dear *** *** and *** *** Thank you for contacting Frontier Airlines Central Baggage Service We are sorry to hear our Los Angeles Baggage Service Office did not follwith you regarding your damaged bag and missing property Per
our phone conversation back on July 19th, when we have loss as a result of damage the station would normally handle both issues. Again we apologize that did not happen If you would please contact us by calling: ###-###-#### M-F between 7:AM-4:PM Mountain time, we will be happy to assist you Frontier Airlines appreciates your business and apologizes for the inconvenience of your baggage complaint Sincerely, *** Frontier Airlines Central Baggage Specialist

Initial Business Response /* (1000, 5, 2015/06/17) */
Dear ***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I would like to first apologize for the difficulty you had trying to get information
regarding your Electronic Travel CertificateWe have recent changed our website and that may have been why you were unable to follow the directions on the original letterNevertheless, we apologize for the long phone times you had in trying to find the certificate
While reviewing your concern, I found that your certificate had expired on April 1st this yearAs a one-time exception, I have reissues the voucher for use until July 31stPlease see the updated information below
To redeem your electronic voucher, visit www.FlyFrontier.com and book your flightOn the "Purchase" page, select "Voucher", then enter the following voucher number: XXXXXXXXXXXXXXXXX
This voucher must be redeemed by July 31st, 2015, but travel may be booked out as far as Frontier's schedule allowsIf you continue to have difficulty utilizing this voucher, please let me know before the expiration date
Kindly,
***
Frontier Airlines
Customer Relations Lead
***
Terms and Conditions for Electronic Travel Certificates:
-The passenger is responsible for payment of any difference between the value of the certificate and the value of the ticket
-Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased
-Valid for months from the date of issue and may not be extended
-Nontransferable; may only be redeemed in the name of the passenger to whom it was issued
The Certificate cannot be:
-Applied toward the purchase of Travel Insurance or STRETCH seating
-Applied toward baggage fees, change fees, or other charges
-Combined with any other voucher, promotion, or discount
-Used with group travel
-Redeemed for cash
Other conditions may apply
If you have any questions please call Frontier Reservations at X- XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/06/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

04/26/05:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe are disappointed that you are not satisfied with our position in this matterIt is never our intention to be insensitive to our
customers when unfortunate circumstances occur Our Apologies I completely understand your frustration regarding the email that was sent to you by mistakeOur fight #*** on March 30th, from *** *** to *** was cancelled due to weather and all of the passengers that were scheduled on that same flight for March 31st, were mistakenly captured when the cancellation email was sent outDue to this, our agents were mistakenly notified of the cancellation as well I truly apologize for this mistake and the inconvenience it has caused your familyWe did make an effort to right this situation by sending out a correction email to all of the passengers that were on flight #*** from *** *** to *** on March 31st, who were mistakenly captured in the flight cancellation emailPlease be assured that this issue was forwarded to our Leadership Team for internal review and to ensure that this does not happen again in similar future situations Oversold Flights Passengers are only considered to be "bumped" or denied boarding when their flight is oversoldAccording to my research, your flight #*** from *** *** to *** on March 31st, was not oversoldIt had seats available and only seats were soldFlight #*** on March 31st, had seats available, as we did not oversell itSince the flight was not over sold, we did not violate any DOT lawWe made a mistake in the cancellation email that was sent out and again I sincerely apologize for the inconvenience this mistake has caused youRefund RequestWe were able to accommodate you and your family on a flight to *** the next day and waived the change fee for youWhile we're unable to provide a refund, as you flew with us the following day, we have provided you with a reimbursement and vouchersYou were issued a reimbursement check in the amount of $for additional costs that were incurredEach member of your family was also issued a $voucher with an extended expiration dateThis compensation goes beyond what we are able to normally provide and this is the maximum that we are able to provide you in this situation We Value YouPlease know that we do value as a Frontier customer ***We have done the best we can to resolve this issue for you, as well as provide you with the maximum amount of compensation for your experienceAgain, I truly apologize for the inconvenience you and your family experienced and I sincerely hope you will give us another chance to impress you Kindly, ***
*** *** ***
*** ***

04/20/01:PM *** ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.We recommend passengers arrive hours before scheduled departure, as Frontier has a strict minute checut offOnce a flight is closed,
our agents are unable to reopen the flight to print passes or check in baggageIf a flight is missed, passengers are offered the next available Frontier flight with open seatsWe do not reimburse for other airline tickets if you opted to purchase one.While the customer service agent was unable to accommodate your request for late check-in, this information should always be conveyed in a courteous and professional manner. Be assured we have forwarded your input for Management reviewOn April 16th when you called our Reservations department, there was a blizzard in Denver causing our call volume to be higher than normalI'm sorry for the long hold times you experiencedOur Reservations department is in the Philippines and sometime there is a language barrierWe regret you had a poor experience.Your comments and those from other customers help us to identify areas needing to be addressed and we appreciate your feedback. Kindly,***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/05/05) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We are unable to locate any reservation code for yourselfPlease provided your
reservation code or flight information, it appears there are no charges for you
We look forward to hearing from your soon
Regards,
***
Customer Relations Specialist
Frontier Airlines

03/24/10:AM Hello **, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Apologies Thank you for letting me know about your frustration when arriving at the *** *** airport early, only to find the
counter closedI understand you try to arrive early to avoid any unexpected issues and I apologize that you had to wait to check in Check-inOur policy to open chehours before the flight is with a focus on efficiency and making sure every passenger gets to their correct flight on timeIt is never out intent to inconvenience our passengersTransportation Security Administration (TSA) wait times can fluctuate and there are often advisories to allow extra time to get through the security checkpointBe assured we are in the process of reviewing our staffing needs, especially at our busiest airports, to ensure we are adequately staffedWe Hear You Please know that we do value you as a customerIn an effort to make it up to you, each member of your party was issued Frontier vouchers in the amount of $each to use towards future Frontier travelYour vouchers expire on June 20th, 2017, but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption details *** ***
*** ***
*** ***
*** *** Come Back SoonWe are growing incredibly fast and it's feedback like this that help us identify where we can improve as an airlineI'm confident your next experience with us will be a good one! Kindly, *** Customer Relations Specialist Frontier Airlines

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

Complaint: ***
I am rejecting this response because:
This carrier has no integrityI arrived in Denver to sunny clear blue skies which cost me well over $The airline essentially states it could not follow though on its end of the bargain due to the weather from the night beforeThat is not my problemThey refused to offer any other flight optionsI will tell everyone I know to not use this airlineMy flight and seat was given to a am flight that had been delayedObviously other carriers didn't have any issues landing in Denver to clear sunny blue skies
Sincerely,
*** ***

09/28/10:AM ***, Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the Revdex.com and the DOT, and appreciate the opportunity to address your concerns. On behalf of Frontier
Airlines, please accept our sincere apologies for the inconvenience our flight disruption caused you on September 13, We are committed to providing our customers with a pleasant and enjoyable flight experience and we clearly fell short of this when you attempted to travel with us from San Francisco to Des Moines After further research our records indicate Frontier Airlines flight from San Francisco to Denver was delayed due to weather (High Winds) and a ground stop in San FranciscoThe most significant delay was due to weatherThis type of flight interruption caused by the weather also create delays with Air Traffic Control who regulates clearance for air travel As you know, severe weather can cause a great deal of challenges for our passengers and employees alikeWhile we strive to operate all flights as scheduled, we must follow ATC directive with regards to take off and landing I understand your frustration when you were advised you would not make your connecting flight to Des MoinesI understand why you felt the flight should have been held for your familyHowever, Holding a flight is, of course, beneficial for the delayed passengers however, negative consequences to other passengers and flights can occur throughout the days operations When a flight is delayed and a passenger misses there connecting flight, Frontier will put the passenger on our next available flightIf the passenger chooses to find alternate transportation on their own, Frontier is not responsible for incidentals or travel related expenses I understand when you're delayed a significant amount of time you feel you should be compensatedOur compensation is determined by the type and length of delayWe do not normally compensate passengers during weather-related delays, as weather is something that we are unable to controlHowever, our Reservation's supervisor offered your family $vouchers per passenger, as a Customer Service Gesture and you declined themYou were issued a refund of the flight you did not take in the amount of $I do understand that you feel you were entitled to more but, we can only refund you the amount paid to Frontier for your flight Please know that we do not intentionally cause passengers inconvenience by miss placing there luggageMy records indicate, a claim was filed with our Central Baggage Office (CBO) and this matter is being handled by that departmentPlease continue to work with them in regards to your lost items or reimbursement. It is through feedback such as yours that we are able to constantly evaluate our servicesWe appreciate your patience and hope to have the opportunity to welcome you aboard future Frontier Airlines flights, under more pleasant circumstances Sincerely, ***Customer Relations SpecialistFrontier Airlines

12/13/04:PM Hello ***, Thank you for contacting us in Customer Relations regarding your recent travelsWe have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI apologize that because of this delay you
missed an important fundraiser, it is never our intent to inconvenience our passengers I'm sorry to hear that your experience wasn't as expectedYour description of how rude our agents were 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 repeatedFlight Delay My records indicate that your flight was delayed for about hoursWithin that time frame there were many emails and text messages sent to the passengers on this flight regarding this delaySome may have not received the text messages because they have opted outMost of this delay was due to weather and air traffic control, something that is uncontrollable on our endThis is no excuse for why many of the passengers were not updated properly, I do apologize for that Vouchers I have issued you two vouchersOne in the amount of $for the service you experienced and the other in the amount of $for fuel and baggage delayThese vouchers must be redeemed by March 12, 2017, but you do not have to travel by thenYou can book travel out as far as our calendars will allow *** Respectfully, this situation does not qualify for a refundAs per our policy, we do not refund for flown travel and baggageAgain, I apologize for this inconvenience to you and hope you will give us another chance to do better Kindly, *** Customer Relations Frontier Airlines