Frontier Airlines, Inc.

Initial Business Response /* (1000, 6, 2015/09/25) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We have received your request for a refund due to the cancellation of your sons
surgery
After review, we are not able to honor your request for a refund due to your purchased an non-refundable ticketThere is a $change fee per ticket to make changes to these tickets, plus any difference in fare associated with the new itineraryOur records indicate you have provided documentation from your sons doctor so the $change fee has been waived per person
Here is a link from our web site outlining our policy
It is under: EMERGENCY EVENTS - TICKET CHANGES AND REFUNDS
http://content.flyfrontier.com/travel-information/travel-policies
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

Response Email 05/03/07:PM Hello *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI am sorry for the confusion regarding the Frontier Airlines credit and appreciate the opportunity
to explain We Hear You! reviewed the reservation for the flight from Colorado Springs to Phoenix that you cancelledI was able to verify that a credit was issued for the amount of $ We're Here to Help!When we issue credits for a flight that is cancelled, they are like a gift cardThis means that you can use it across as many reservations that you want to until the amount is goneIt does expire on July 6th, Travel would need to be reserved by this date 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: XXXXXX, and this email address: xxxxxxxxxxxxxxxxxxxxIf applicable, a credit card will be required for any residual value Come Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airlineI'm confident your next experience with us will be a good one! Regards,Customer Relations SpecialistFrontier Airlines

Complaint* ***
I am rejecting this response because: I do not think I should be penalized for Frontier's website not working properlyThis is poor customer service and notes should show that on this day their server was not workingI know I was not the only one having this issueFrontier should have done something to credit me the differenceI am extremely disasstisfied
Sincerely,
*** ***

Complaint:
I am rejecting this response because:we requested frontier reimburse us for Hotel we couldn’t use because we were not confident we would travel on original date Past history suggested we had a 50/short od flying out that night We were not confident the flight w go out at all and absolutely needed to be there for tour next dayBased on past history, we expected likelihood flight would actually leave as 50/ It left late at night and arrived in middle of night. Not what we had planned forFrontier offered us flight days laterThat wouldn’t workMy request for you to pick up our hotel in Philly and our travel expenses to philly more than reasonableVery important we be awake for our visitWe planned on gettin in at pm or soam really unreasonable Hotel we booked in Philadelphia in advance of replacement flight early the next morning Meal. As for the food voucher, I was traveling with my wife and daughter So we ate cheap relative you our vouchers and I expect you pick up the full amountWe also shared travel costs an hotel roomFrontier getting off cheap if they pay what I’ve asked!Transportation costs to Philadelphia we originally planned to travel out of Trenton Frontier offered us a flight days later That solidify meet our needs as we had accepted students day at Vanderbilt the next day! So we flew out of Philadelphia As it was, we were late all due to Frontier thanks for your help in resolving this regards ***
Sincerely,
*** ***

10/04/02:PM Hello *** ***, We have received your correspondence as originally submitted to the Department of Transportation, as well as your newest feedback submitted to the Revdex.com We 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 occurHowever, in fairness to all customers, it is important for us to remain consistent The correspondence from 8-4-as well as your rebuttal, and our last reply on 8-12-16, represent the final resolution for this concern

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for contacting Frontier Customer RelationsAt Frontier, we are focused on providing a good experience to our customers and we know we
failed to meet this commitment to you on flight *** from *** ** *** *** Your RefundIt's really unfortunate that happenedI'd like to offer you a refund in the amount of $Please note that once the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practicesI show the credit card used to make the purchase ended in The cost of your flight that was cancelled was $for all three passengersWe are not able to refund for flown travel We Value Your Business In an effort to make things right, I have issued each passenger a $100 voucher to use towards future travelI have shown your voucher numbers below: *** *** *** *** *** *** *** *** *** These vouchers must be redeemed by July 9th, 2017, but you do not have to travel within this time frame Come Back SoonThank you again for contacting us about your recent experienceI recognize my response to you 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 one Kindly,***Customer Relations SpecialistFrontier AirlinesPsWe want your feedback! Fill out our survey and be entered to win FREE round-trip tickets on Frontier airlines valued at $Click the link to take the survey: *** *One winner will be selected and notified by email each monthPlease provide your name and email address at the end of the survey if you would like to be entered to win.***Just follow these simple steps to redeem your voucher:Visit www.flyfrontier.com and select your flightOn 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.Tell us why here

08/02/09:AMHello *** We have received your correspondence as submitted to the Revdex.com and it looks like your concerns were handledHere is a copy of the record: Our ApologiesI would like to apologize for the information provided to you on the last emailMy records indicate
that your departure time was at 11:50AM and your flight was off the ground at 1:18PM, I understand this was a delay of 1:minutesWe have a policy of the amount of compensation that we are able to give our for the length of a delayThe $voucher is the amount compensated to our customer for the delays under 2:minutesYour reservations don't show any notes from our agent letting us know about a refund in the amount of $As a customer service gesture I will be issuing a refund of the $50.00, in a form of a check due to the flight being completed and not being able to make a refund back to the Visa we have on fileIf you can please send me a home address where the check can be mail outWe appreciate your patience and hope to have the opportunity to provide a better traveling experience in the futureKindly, ***Customer Service Frontier Airlines

Initial Business Response /* (1000, 13, 2015/07/27) */
Dear Mrs***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We are researching your complaint and will respond shortlyThank you for your
patience
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 15, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Frontier Airlines has not resolved anythingThey just said that they have received complaint and are researchingSo please do not close this complaint account as it has not, in any way, been resolved
Final Business Response /* (4000, 18, 2015/08/10) */
Dear Mrs***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsThank you for your patience while your complaint was researched
On behalf of Frontier Airlines, please accept our sincere apologies for the inconvenience our delay and subsequent cancellation of flight *** caused youHad this flight been able to take off prior to the time the crew timed out they would have been legal to operate the flightUnfortunately, the flight was still on the ground and the flight was required to cancel in order for our airline to remain in compliance with *** regulation
We are not able to reimburse the value of points that were used to travel on another airline, only actual currencyI have submitted a request to our Refunds Department to have fare for the cancelled flight refundedPlease allow up to business days for processing on our side
My research shows a $voucher was issued to each of you, which can be redeemed online for future Frontier travel
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: *** XXXXXXXXXXXXXXXXX / *** XXXXXXXXXXXXXXXXX
These vouchers must be redeemed by September 3rd, 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
Kind regards,
***
Customer Relations Specialist
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
Final Consumer Response /* (4200, 20, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We appreciate that they are processing a refund but are not happy with the outcome of not being reimbursed for the *** *** fare that my husband paid and also the *** *** points that I had to useAlso, they didn't make mention of reimbursing us for the $cab fareI'm guessing that we aren't going to get any further with them, but just want you to know that we are not happy with the outcomeI e-mailed *** back to see how the refund will come, by check or by credit to credit card that I used initially, but have not received a responseWe feel that Frontier crew stalled long enough on June 5th so that the crew's time ran outBy them saying that the oxygen tank needed to be filled and the time it took to do that and then the maintenance person sat up front talking to the crew, that made it so the time ran out and this whole thing was through no fault of oursWe ended up paying a lot more for a flight home than we initially paid through ***

07/07/03:PM Dear *** *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondAfter review of your complaint we will be refunding you the $ I would like to apologize for the Inconvenience this has
caused you If you have any questions please feel free to call me at *** Regards, *** ***

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 address your concerns
Please accept my apology for any confusion regarding our feesThe Economy fare
does have fees which allow you to select what services are important to your travel to keep the fare as low as possibleThis includes a fee for a carbag and a seatYou do not have to purchase a seat and if choose not to one is assigned from availability day of departure
When booking with a 3rd party agency such as Expedia a link is typically provided to each carrier for information regarding fees or a link the their websiteThe fees are prompted during our online check in process and are less when paid prior to arriving at the airport
Your continued support is important to us, we look forward to the opportunity to serve you again on a future Frontier flight
Sincerely,
***
Customer Relations Specialist
Frontier Airlines

Dear ***,I'm in receipt of your correspondence as submitted to the Revdex.com as well as the Department of Transportation (DOT) and appreciate the opportunity to address your concerns.I recognize you had an unpleasant experience and I sincerely apologize. I
appreciate you speaking with me on the phone today to discuss this unfortunate experience.I'm sorry for the difficulties you encountered on your outbound and return flightIt certainly sounds like things could have been handled differently.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 usWe have high expectations of our employees and I'm extremely disappointed with the behavior you described of our representativesBe assured I have forwarded your comments to our Station Management team for internal folland review.Per our conversation, please fax your detailed receipts to me so they can be reviewed for reimbursement considerationPlease fax to ###-###-#### Attn: ***Sincerely,***Customer Relations LeadFrontier Airlines

Dear ***, We have received your correspondence as submitted to the Department of Transportation as well as the Revdex.com and appreciate the opportunity to respond. Please accept my apology for any inconvenience you experienced when the flight from *** *** to *** was
delayed July 23, I understand your concern with missing your connection to ***Safety is our first priority and occasionally we may have flights delay or cancel for this reason. In reviewing your information I see you have forwarded your receipts and I have requested check reimbursement in the amount of $XXX.XXThis is the *** fares of $XXX.XX and the *** *** *** of $XXX.XX less the Frontier refund you've already received of $XXX.XX ($XXX.XX on card XXXX and $XX.XX on card XXXX)Check processing takes approximately 3-weeks and will be mailed to the address provided here. Thank you again for your patienceAgain, I apologize for the unexpected interruption and hope we can welcome you on a future Frontier flight. Sincerely, Customer Relations AdvocateFrontier Airlines

02/25/01:PM ***, 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 flight #on Feb was not oversold. It departed with empty seats.
Frontier truly regrets that you may have mis-understood the information that our representative may have shared with youI was not able to find any information that our kiosk were not working properly on the day that you were traveling. We regret that you experiencing difficulties and I have shared your experience with our eCommerce department for reviewI was able to verify your contact with our ticket counter agent that took place at 2:17:PM (CST). If a passenger attempts to cheusing the kiosk or at the counter after the minute cut-off, our agents will rebook them on the next flight that has seat availability. Passengers that miss their flight and are rebooked on another Frontier Airlines flight may be subject to a Change Fee and the Fare Difference. I do see that these fees were waived for you as a courtesy gesture of goodwillFrontier suggests that passengers get to the airport at least hours before the scheduled departure time of your flight. This allows enough time for unforeseen circumstances which may arise with the cheprocessI do understand your frustration in not getting home until the next day; however Frontier does not pay for compensatory expenses such as lost wages, missed appointments or loss of personal timeRespectfully, your request for compensation cannot be honoredWe value you as a customer and hope to have the opportunity to welcome you aboard a future Frontier Airlines flights, under more pleasant circumstancesRespectfully, *** Customer Relations Specialist Frontier Airlines

Response Email 09/21/08:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Apologies We understand that low fares are important to our customers, which is why we
strive to offer the lowest prices in the markets that we servePrices do change as the departure date approachesWhen the price rises we do not require additional payment for tickets that are already confirmed, and we do not refund the difference if the price drops Voucher Information As a customer service exception, I have issued you a $voucher(XXXXXXXXXXXXXXXX) to use towards a future flightYour voucher expires on December 31st, 2017, but travel may be booked as far out as our schedule allowsFurther voucher redemption details are below Visit Us Soon As 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 value you as a customer and look forward to serving you aboard a future Frontier Airlines flight Regards, Customer Relations SpecialistFrontier Airlines***Just follow these simple steps to redeem your voucher:Visit www.flyfrontier.com and select your flightOn 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

05/13/09:AM (CR) *** ***
*** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI would like to start by expressing how much Frontier Airlines truly regrets all of the inconveniences that you and your wife
experienced recently when traveling with us. Flights that are continually delayed can be very challenging to passengers and crew. Be assured, that we never intend to inconvenience any of our passengers in any way. We are committed to providing our customers the best travel experience, even in the most difficult circumstancesFrontier truly regrets the inconveniences that were caused you when your flight was delayed and eventually cancelled which would cause you to miss-connect to your next flight. We are deeply disappointed, but flight irregularities do happen and can be very challenging to the passenger and airlineThe best we can do under these circumstances is to provide the next flight that has available seats, which may not be until the following day. Frontier does not have share agreements with any other airline, so the option to fly on another carrier would not have been offeredWe realize not receiving the most up to date information is very important to our customers and are disappointed our business partners did not provide you with this informationAs a customer relations gesture of goodwill, you were issued $ Electronic Travel Vouchers; two per passengerTo 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 numbersEach voucher must be redeemed separately before their expiration dates of August 7, 2016; reservations must be booked by this date, but travel can be scheduled beyond that date to anywhere Frontier Airlines fliesWe hope to have the opportunity to welcome you aboard a future Frontier Airlines flights, under more pleasant circumstancesRespectfully, *** Customer Relations Specialist Frontier Airlines

06/16/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for your response concerning the bag that was lost from your recent tripI am sorry that it did not arrive at
***, this is not the experience we want for our customer's Refund In researching your reservation I do see that your bag was refunded back to your *** card ending in ***Please verify with your bank that this has been received Our Apologizes I know that you said you received one message from Frontier Airlines with a update on your bag, even though you had left several messagesI am sorry that that this happened As a customer service gesture I have issued you a $voucher to use on your next flight with Frontier AirlinesYour travel voucher does have a expiration date of six months, December 16, 2017, but you do not have to fly by then travel just needs to be reserved before the expiration datePlease see below for redemptions details *** *** *** We Hear You Again, I do apologize for your past experienceThis is not the experience we want for our customer'sIf I can assist you if anything else please let me know Kindly, *** *** ***
*** ***

01/17/02:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondAccording to our records, after we cancelled our flight, we arranged alternate travel for you on another airlineNo additional
funds were collected at that time and you were advised that you would not receive a refund of the fare or fees that were collected for travel on our flight When we arrange for alternate travel, we intend to make our passengers whole, so they do not incur additional travel expensesIf you did incur additional travel expenses on the alternate flight you accepted, we would like to review your receiptsWe requested receipts on January 11, 2017, but none have been provided Your request for a refund has been reviewed and is denied If you have receipts for optional services you were required to purchase for the alternate flight we arranged for you, you may attach an electronic copy to your reply to this email or send via facsimile to *** (Attention: *** *** ***) Sincerely, *** Customer Relations Specialist Frontier Airlines

Complaint: ***
I am rejecting this response because:After exchanging emails with Frontier Airlines and being offered the baggage refund and the $credit, I expressed that I appreciate the offer but would like the $to be refunded, not creditedI would not like to use Frontier Airlines for any future travelsI would also like to ask that whether the $285 is refunded or credited, I will accept the cancellation fees that I was charged since I am the one that cancelled after being re-booked but would like a refund on the hotel which was $It's ridiculous that Days Inn allows you to cancel your reservation without penalties but Frontier Airlines does notI appreciate that Frontier Airlines has returned some of my expense but I still do not see why I am still being charged for a hotel that I didn't stay at
Sincerely,
*** ***

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. After reviewing your reservations, XXXXXX and XXXXXX, I can report the following: The reservation with confirmation code XXXXXX was made
onlineThe itinerary was mailed to yourself at [email protected] and was for one passengerThe name was later changed to Xxxxxxx Xxxxxxxx. Following a conversation with a reservations agent, the cost of this reservation was rolled into a credit shell in the amount of $86.30. The credit shell for this reservation was then used on booking xxxxxAs you arrived late to the airport, our reservations department gave you the option of moving your flightThis move would have incurred a change fee of $per passenger and was denied. Per your email to the Revdex.com, we can issue you a credit for this reservation in the amount of $However, this credit shell would expire within daysYou would not need to fly within the provided time frame, but travel would need to be booked prior to the expiration dateI would be happy to issue this credit once given your direction. Please let me know if you have any additional questions or concerns. Regards, Customer Relations SpecialistFrontier Airlines

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond First, I just want to say on behalf of Frontier, we are so very sorryWe’ve had hundreds of disrupted flights during the time frame of your
scheduled flight departure and we know this is 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 you Let me take a moment to explain as much as I can, why this happened. This last weekend we faced severe weather across the US, especially in ColoradoAnd although the weather problem was short, it forced several delays and ultimate cancellationsWhile we tried continued to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn’t successful get them where we needed themThis had a ripple effect that were seen several days and caused more delays and cancellations All flight crews are limited in flying time and are required by the FAA to have a certain amount of rest in between flights due to safety reasonsIf a crew is delayed for any reason, the time they are waiting still counts as hours workedWith weather delays, this can affect many crew members from one day to the next requiring them to rest between flightsOur number one priority is safety for our passengers and crew and periodically our flights have to be delayed or cancelled due to this reason As a company with people like you are counting on us and we know that we failed youWe take this letdown very seriouslyWe know that we could have done betterAnd the whole company, virtually every department and employee, is working hard to get us back on track and make things right for our customers My research shows as a gesture of goodwill we issued each passenger a $voucher which will provide a discount on a future flight with Frontier Once again I would like to apologize for the inconvenience you and Shandra experienced due to the flight cancellationYour 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