Frontier Airlines, Inc.

Dear Ms***, Frontier Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concernsFrontier would like to offer our sincere apology for your difficulty in receiving assistance with reporting and follon your damaged
bag, claim reference ***We have filed a formal complaint on your behalf with the customer service management teamOur records currently show that our Denver Baggage Service Office supervisor, ***, is currently working with you to help resolve your baggage issuesIf 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 timeWe appreciate your business and apologize for the inconvenience you experienced, and look forward to serving you on a future flight, under more pleasant circumstancesSincerely, *** Central Baggage Services P: ###-###-#### E: *** FlyFrontier.com

10/12/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for sending a PDF of your *** receipt Our ApologiesOnce again, I am sorry your flight our of Kansas City was canceledWe strive to provide a great travel experience and we regret when we must cancel a flight What I Can Do I am authorizing a reimbursement check for your *** fare of $minus your Frontier refund of $A check for $will be sent to the address belowI am sorry we do not reimburse for your seat feePlease allow - weeks for processing *** *** *** *** **
*** ** *** Our Regrets I am very sorry for the time this has taken, however I can only open PDF or Word documents and I am unable to process a reimbursement without viewing the receipt beforehand We Care About YouIt is important for us to keep good relationships with customers like youIn an effort to make things right, you were issued a $voucher *** to use towards future travelThe voucher must be redeemed by 01/02/17 , but you do not have to travel within this time frameRedemption instructions are below Come Back SoonI recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one! Kind Regards*** *Frontier Airlines

Response Email 10/31/08:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for contacting Frontier regarding your past booking XXXXX, and the issue of fare
difference Fare DifferenceAirfares fluctuate based on many factors, including the number of seats reserved or later canceled on a given flight, the amount of advanced purchase time, and even the price other airlines are chargingI understand it can be frustrating to purchase a ticket and later find that same fare at a lower rateRespectfully, we are unable to compensate for the difference you noticed.We Hear YouWe review our fares and policies on a consistent basis, and we strive to offer our passengers fair and competitive pricesAlthough we have found the fares we offer are typically the lowest amongst our competitors in the markets we serve, I understand where you're coming from and I'll share your concerns with our Marketing team Flight Refund I see that one of our agents in the Reservations department on October 18th refunded the cost of your whole flight, $226.40, back to your *** ending in XXXX. I am glad to see you got your desired outcome! 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! Kindly, Customer Relations SpecialistFrontier Airlines

07/28/12:PM Hello *** I have received your correspondence from the Revdex.comOur Apologies I am sorry for the inconvenience you experiencedAs you can imagine, flight irregularities can be very challengingThe 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 circumstancesPlease know, we take great care to operate a safe and on time airlineIt is never our intention to disappoint passengersThing You Should KnowIn the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are unavoidableThis is a situation faced by all airlines and, try as we might, no air carrier can guarantee that all flights will depart or arrive on scheduleWhen delays happen that can affect a passengers ability to arrive to their connecting flight on time we offer transportation on the next available flightIf the next flight is too far out our agents have the option to offer a refund on the tickets to the destinationWhile I'm glad that she offered this option, I'm sorry that you misinterpreted her offer of a full refund as offering a a refund for the tickets on your other flight as wellThe only way she would've been able to give you a refund for your return trip would be to cancel out that flightSince you didn't opt to cancel your return flight too we cannot offer you a refund for your other tickets on top of the refund already givenOur policies regarding cancellations are stated in the Contract of Carriage that you agreed to before booking and I regret that you weren't made aware of themSince you still decided to fly with us on your return trip I cannot offer you a refund We hope to welcome you onboard again soonthis time without the delay! Kindly, ***Customer Relations SpecialistFrontier Airlines

Complaint: ***
I am rejecting this response because: They are unwilling to stand up to their offer of a rebate from a number of flights that were delayed an extraordinary amount of time. They could very easily reissue the credit, apply the credit or even rebate the money to me. They are standing behind lawyers that play this game of "frontier will simply wait them out". This sort of practice should be strongly opposed
Sincerely,
*** ***

Response Email 04/18/08:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our ApologiesI'm sorry to hear that your flight experience wasn't as expectedYour description
of 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 repeatedYour feedback has been logged for internal review by our Management Team for training purposes Please respond with the other confirmation code of the reservation you state you had booked prior Looking forward to hearing from you! Best, Customer Relations Specialist Frontier Airlines

Response Email 02/18/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Schedules I understand you're flying with us because you have somewhere to be at a certain timeThat's a
reasonable expectation! I know changes to your plans can be frustrating and although schedule changes are an industry practice, here at Frontier Airlines, we make every effort to minimize these changesSome updates are necessary for operational purposes, and can even reduce costsWe appreciate your cooperation as these changes will allow us to pass the savings on to our customers by continuing to offer the lowest fares in the industry We Care About You As a gesture of apology for the schedule change you experienced, I have issued you and *** Frontier vouchers in the amount of $for the change of your outbound flight, and $for the change of your return flightYour vouchers expire on May 18, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateVoucher numbers and further voucher redemption details are below *** *** ($25): xxxxxxxxxxxxxxx *** *** ($25): xxxxxxxxxxxxxxx *** *** ($100): xxxxxxxxxxxxxxx *** *** ($100): xxxxxxxxxxxxxxx Refund I understand your request for a refund, and I have processed that for you in the full amount of your reservation$has been refunded to the Visa card ending in XXXXPlease allow 5-days for processing for this to reflect on your account Come Back Soon I apologize again and I highly encourage you to give us the chance to impress you on your next flightI'm confident that your next experience with us will be a good one! Kindly, Customer Relations Specialist Frontier Airlines

Response Email 04/25/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondReimbursement As discussed previously, I have issued the request for a $to be sent to you
This covers the additional expense you incurred to get to your destinationPlease allow 4-weeks for processing and delivery 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 Specialist Frontier Airlines

Complaint: ***
I am rejecting this response because: I just disagree with the processUnderstanding the inconvenience but still taking so very long with expectations of my replacing my items out of pocket & risk having doubleit just all really sucks but theres no more need to go back and forthI just need some expediting because I'm maxing out Credit card just trying to get the minimum
Sincerely,
*** ***

08/01/02:PM *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I apologize if there was any misunderstanding regarding Frontier's refund policy during the first hours of booking
When a customer books a flight with Frontier Airlines, except for tickets purchased for travel within days, all tickets may be cancelled for a full refund up to hours after the time of purchase For more information please visit our website at https://www.flyfrontier.com/travel-information/travel-policies/ and under the heading “Cancel a Ticket” or for our Contract of Carriage item “Ticket Validity and itinerary Changes”. *** If you can provide me with the approximate date and your phone when our agent provided you with the incorrect information and I will see if the call can be pulled and reviewed as to what our agent advised youAfter reviewing the call I will contact you and let you know what our findings are and if the agent provided the incorrect information we will honor a refund of your ticket Your business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight Kind regards, *** Customer Relations Specialist Frontier Airlines

***, We have received your rebuttal as submitted to the Revdex.com and at this point are not really sure how to further address your concerns. On February 22nd two transactions for $were attempted to purchase tickets on Frontier Airlines website and declinedThe decline is due to the fact that the wrong verification code on the back of the card was either entered incorrectly or entered with a space between the number which generated the reason for the decline in the Frontier system If the correct verification code is not provided Frontier can't have access to these funds in any way, not even to put a hold on them. The documentation that you provided even showed that your bank was holding the funds, not Frontier Customer Relations Lead *** never said that Frontier had your funds, as evidenced by her written correspondence with youSorry if you misunderstood her Frontier will not be providing any compensation and we consider this matter closed. ***Customer Relations Manager

08/15/11:AM Hello *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Flight From Philadelphia First off, I would like to apologize for the extended delay as well as the lack of communication in
alerting our passengers of the delay. I can understand your frustration because I too have dealt with long delays and I know just how stressful and inconvenient they can be Text And Email Alerts In regards to the text and email alerts, I can assure you there is no deceitfulness intended on the part of our company, we never intentionally withhold valuable information from our customers for the purpose of profit. The email/ text alert system is still a relatively new program and we are constantly updating it and making changes for the program to be most efficient and most helpful to our passengers. Please be assured that this incident has been forwarded to our IT department for review and I can assure you that changes will be made in order for the program to run better and prevent situations like this in the future Phone Agent As far as the phone agent not calling you back, that is not the way we intend to run our customer service department and for that I apologize. Please be assured that all customer interactions are tracked and we are looking into the reason why our agent never called you back. Refund In regards to your refund, I believe there was a miscommunication involving the refund process. We do in fact issue refunds under certain circumstances. However, we do not refund travel that has been flown. This is our standard policy, but we always encourage our passengers to voice their displeasure because it helps us become better as an airline when we are made aware of areas that need improvement and as you know, not every situation is the same and sometimes we do issue refunds depending on the circumstances We Can Do Better As far as your refund request, at this time I am not able to process your refund for $499. However, I do think your delay was unfair to you and your family and I do feel for everything you had to deal with as a resultFor this reason I am going above our standard voucher issue in this situation of $and increased all vouchers to $for future Frontier travel. While this is not the refund you were hoping for, it does total to $in vouchers for all passengers combined, over $more than your refund request. The vouchers expire November 12, and I have attached instructions on how to redeem these vouchers to the bottom of this email. The vouchers are listed as follows:
*** *** ***
*** *** ***
*** *** ***
*** *** *** Hope To See You Soon Once again I apologize for all of the stress and inconvenience you encountered during your flight home from Philadelphia. I hope you will come back and give us another chance to show that your recent experience is not typical of most Frontier flights Kindly, *** Customer Care 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
I am waiting to see the refund hit my credit card, but expect to see it before the end of this week. If I do not receive it, I will get back in touch with you
Sincerely,
*** ***

Sorry for my delay post 1.1.16, but I do not have a contact number for "***"But I will tryThank you

02/13/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Our Apologies Your reservation doesn't qualify for a refundHowever, we’d like to offer an additional vouchers for $50 to win
your confidence with us backEach member of your party may use this voucher towards future Frontier travelYour vouchers expire on May 9th, 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*** *** ($50): *** *** ($50): Jayme Brown ($50): Jayme Brown ($50): Come Back Soon!I apologize again for your past experience, and I hope you will use the discount on your next flight with usI 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!Kindly,*** Customer Relations SpecialistFrontier Airlines

08/07/06:PM Hello ***, Thank you for contacting Frontier AirlinesI'm sorry to hear about your recent experience with us I have taken a look at your reservation and I see that the refund for $was processed on August 3rd, 2016, back to your card ending ***
Please allow several business days for the money to appear back in your account Thank you for choosing Frontier as your travel partner, we hope to see you on a future Frontier flight again soon. Kind regards, *** Customer Relations Frontier Airlines

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I understand your disappointment with our flight cancellationI apologize for the impact this situation had on you Refund I've verified that a
refund totaling $was processed to your original form of payment in reservation *** on December It may take a few additional days for the refund to post, depending on your banks practices Our Regrets According to our records, you booked an alternate flight on our mobile app on December You paid $for your fare ($38.10) and purchased the carbag option ($35.00)You boarded flight *** which departed *** *** *** at 11:p.mand arrived to *** at 12:p.mWe do not refund any portion of a passenger's fare that was used for completed travel While we're disappointed with the impact of our flight disruptions on your rental car reservation, we do not assume liability for missed events or ground transportation expenses Sincerely, *** Customer Relations Specialist Frontier AirlinesTell us why here

I do not accept this since there was zero confusion on my end in any of thisThere was no chance on Earth I could have made it to the gate mins prior to it leavingSince it left earlier than YOUR EMAIL INDICATEDI wish to have the amount I paid for my *** *** flight refundedThank you

11/15/05:PM Hello *** Our system will not allow for check-in, online or in person if there is an unpaid balance on an accountRespectfully, baggage fees are typically non-refundableIt looks like our counter agent removed this baggage charge as a customer service gesture We offer online chehours prior to make the cheexperience as hassle free as possible for our passengers, however we still recommend arriving at the airport at least two hours prior to departureThis allows plenty of time to resolve any issues like unpaid balancesPlease understand that our online chewill not allow you to proceed with unpaid baggage that was added your reservation, whether or not you intend to bring a checked bag The counter agent's declination of your request for chewas not a decision based on your unpaid baggage, as our agent cancelled the charge per your requestYou were unable to proceed as planned because of our minute cutoff, that had been reached prior to your arrival to our counterThis policy must be reviewed and agreed to in section of our Contract of Carriage, prior to booking I apologize for your disappointment in these policies, but I hope this information helps to clarify the situation Kindly, *** Customer Relations Specialist Frontier 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