Frontier Airlines, Inc.

03/18/03:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur Apologies I would like to begin by apologizing for your previous experience with Frontier, and I assure you that this experience is
not typical Your description of the way the manager at the *** ** Airport handled the situation is concerning, and I assure you that we take these type of reports very seriously.,I'm sorry that happened to you. I have logged your description of her attitude towards you to management for further review Missed Connection I'm sorry for the misinformation that you received regarding your connecting flight on your way to D.COur gate agent should have had access to the correct information regarding your flight, and I am sorry for the mistake that she madeHowever, I am glad to hear that our supervisor in *** was able to get you to the plane on timeI am sorry for any resulting inconveniences and stress that this misinformation resulted in Although our gate agent in *** should have been more apathetic to your situation, she was correct when stating that we are unable to provide transportation on another airlineArticle of Frontier's Contract of Carriagestates "In the event that a passenger misses a connecting Frontier flight due to a delay or cancellation of a Frontier flight (but not flights of other carriers), Frontier will have no obligation to provide transportation on another carrierIf Frontier cannot provide theforegoing transportation, Frontier shall, if requested, provide a refund for the unused portion of thepassenger's ticket in lieu of the transportation under the foregoingThe foregoing shall be the limit of Frontier's liability for the matters covered by this provision Missed Cut-Off Time I understand it's frustrating that our counter agent could not accommodate your request for late check in, but there is no excuse for the behavior you describedI apologize again for the resulting inconveniences that resulted due to thisEven though you checked in online the night before, you still need to arrive at the checounter to drop off your bags before the minute cutoff Your description of the way the manager at the *** ** Airport handled the situation is concerning, and I assure you that we take these type of reports very seriouslyShe should have handled herself with much more professionalism and courtesyI have logged your description of her attitude towards you to management for further review Reimbursement Respectfully, we are unable to honor your request for reimbursementOur records show that you were at the checounter minutes prior to departure timeAs per Article of Frontier's Contract of Carriage: "The ticket of any passenger who does not meet the minimum chetime due to the late arrival of an inbound connecting flight operating by Frontier will be accommodated on the next available flight operated by Frontier to the same destinationFrontier will not provide transportation on another airline or reimburse the cost of transportation purchased from another airlineThe ticket of any passenger who does not meet the minimum chetime due to the late arrival of an inbound connecting flight operating by any other airline will be cancelled and no refund or accommodation on another flight will be due unless available and purchased at the applicable price by the passenger." Although we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situationI apologize again for your previous experience, but we have and I highly encourage you to give us a chance to make it up to you on your next flightI'm confident it will be a vast improvement Kindly, *** *** *** ***
*** ***

12/02/07:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond As per our last correspondence we have issued you a refund of the Frontier flight in the amount of $ The flight was
delayed due to mechanical reason and with the estimated time of arrival into Denver it would have caused you to misconnect with your connecting flight in Denver If a flight is missed, passengers are offered the next available Frontier flight with open seatsWhen the re-accommodation is not acceptable and the passengers take alternate travel we are unable to assume liability for additional incidental or travel-related expensesTherefore, we will not be able to reimburse you for the difference of the fare you paid for the other airline ticket you purchased However, you have been issued a $electronic travel voucher for the inconvenience of the delay. The voucher must be redeemed by June 4, 2017, but you do not have to travel within this time frameFuture travel may be booked out as far as Frontier's schedule allowsCome Back SoonI recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again Sincerely,*** Customer Relations SpecialistFrontier Airlines

09/12/06:PM 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 website experienceIt sounds like you had some trouble with
flyfrontier.comI'm sorry you did not have a good experiencePlease be assured that we take all service disruptions very seriously and I have logged your description of the difficulties you encountered onlineYour feedback is important in our attempts to ensure this does not occur again in the futureWhat I Can Do Please tell me which date you would like to be flying out onThen I will waive the change/cancellation fee, but still apply the fare difference Kindly, *** Customer Relations Specialist Frontier Airlines

07/12/12:PM Hello ***,Thank you for letting me know about your flight on July 1st when traveling from *** *** ** ***I apologize for any misunderstanding in Frontier's pricing policy and appreciate the opportunity to explainWe Hear You I can imagine your frustration when you
were advised that here at Frontier, we charge for optional travel services such as baggageHere at Frontier, we know that above all else, our customers want low faresSelling tickets at prices as low as ours and then charging for options allows customers to fully customize their travel experience Things You Should Know I took a look at your reservation and noticed that you purchased the 'Perks' bundle which accounted for the additional $that you paidWith that bundle package it includes seat selection,boarding, a carbag and checked bag all in one low price I am sorry you were not informed of our pricing policies when you booked through the third-partyWe outline all of our pricing policies on our web site during the booking process, to ensure passengers know what to expect when flying with us 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,***
*** *** ***
*** ***

Initial Business Response /* (1000, 6, 2015/09/03) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We are committed to providing our passengers with a pleasant and enjoyable experience
and regret that we fell short of this when you spoke with our agentsAs a gesture of good will due to possible agent error your reservation has been documented to waive the $change fee, you will have full credit of $You can contact our reservations department and provide this reservation code *** to use your credit
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,
***
Frontier Airlines
Customer Relations

10/18/11:AM Dear *** ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I sincerely apologize for the delayI have verified that your claim has been processed and you should receive a check by
November 4, Should you have further questions and/or concerns, please feel free to contact me directly Sincerely, *** ** ***

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Regrets ***, I completely understand your frustration about not being able to use your miles for a flightI am very sorry about thatWe understand that some of our Early Return members have had a problem with finding available seats on our flightsSome routes have limited seating available for Early Returns and need to be booked quickly when they appear on our schedule as they are always taken very quicklyI am very sorry for you have not been able to find a flight National Rental Certificate I am sorry that the National Rental location you visited would not take your certificateTypically, only the rental stations at the airport will accept these certificatesYour certificate is good for a year, I hope you still may be able to use it Your Miles We have several ways you can use your milesThey may be used for hotel stay, magazine subscriptions, and moreYou may find all of this information on our website here: Using Miles 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

08/11/03:PM Hello ***, We have received your correspondence as submitted to the Department of Transportation as well as the Revdex.com and appreciate the opportunity to respondI am sorry to hear about how you treated on July 24, during the boarding processfor your flight
from *** to ***Your description of the service received is concerning and I can only assure you this is not the type of service we strive to provideI understand your frustrationOur boarding process isfirst wheelchair or other boarding assistance and any unaccompanied minorsThen Zone 1, with zone there is no priority or special boarding for familiesAfter Zone is Courtesy Boarding for families with children under I'm sorry for any confusion and that this was not explained in a professional mannerBe assured your comments have been made available to station management for internal review and training purposesFrontier 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 repeatedMy records show that a partial refund of the Works bundle was processedThe amount of $XX.XX was issued to your *** *** card XXXX on July 25, You bank should be able to verify it has been issuedI am respectfully unable to honor your request for a refund of $XXX.XX because the flight was completedAlong with our sincere apologies, we have issued an electronic voucher in the amount of $for each of you, which can be applied towards your next Frontier Airlines flightXXXXXXXXXXXXXXXX *** XXXXXXXXXXXXXXXX *** XXXXXXXXXXXXXXXX *** I see you had vouchers issued for the delayed flight and if you would like me to combine so each only has one please let me know and I'll be happy to do that for youAgain I apologize and hope we can earn your trust in our customer service once againRegards, Customer Relations AdvocateFrontier Airlines

Tell us why here...Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Please accept my apology for any inconvenience you experienced when traveling July 9, from *** to ***I'm sorry you
were unable to arrive at the gate before the flight closed. In reviewing your flight information it shows you checked in at the kiosk at 5:am for the 6:am flightYou were at the ticket counter checking in your bag from 5:to 5:The agent notes small backpacks and bags were removed. I understand your frustration with the wait at securityAt minutes prior the flight is closed so all the needed paperwork can be completed and the flight departIf you do miss the flight we will move you the next available. I'm sorry you were unable to travel as plannedWhen your purchased the bags online on July 6, bag dimensions and options were provided for you to choose fromBecause the agent noted the bag was smaller I have refunded the bag feesThis will credit back to the card ending in *** within business daysThe remaining balance of $has been left as a credit (***) for you to book within days. Thank you again for contacting us about your recent experienceI recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us again. Regards, Customer Relations AdvocateFrontier Airlines

07/28/10:AM Dear *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe understand you'd like an exception to the terms you agreed to when you purchased our Economy fare from *** on June
While your situation does not qualify for an exception, please know that you won't need to travel within days of canceling your itinerary, you'll only need to rebook before your credit expiresIf you need additional time to re-book, please consider canceling your itinerary a little closer to your travel dateWe are currently booking through March 1, Please see Section Ticket Validity and Itinerary Changes of our Contract of Carriage for more information Your request for an extension of your Economy fare credit for a voluntary itinerary change has been reviewed and denied Sincerely, *** Customer Relations Specialist Frontier Airlines

Revdex.com:
Pursuant to notification from the Revdex.com, Frontier Airlines has refunded the cost of airline tickets as requested in the initial complaintI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate the actions of Frontier Airlines and the efforts of the Revdex.com Thanks
Sincerely,
*** ***

Thanks a lot *** I really appreciate your gesture, I have been flying with frontier from last few years and have never been disappointed. you guys have exceeded every single time. As you said I have received all the refunds and that is correct but I am still waiting refund for reservation ***it was my wife *** *** flight from IAH-LAX, she was joining us at *** on Dec 22. I will appreciate if you can check the status on this one as well. Thanks again in advance. Regards*** ***

06/16/08:AM ***,It is not our intent to make this difficult for youWe understand our passengers have uncontrollable events that happen in their lives but, we require documentation from passengers to make exceptions to our policiesAs I stated earlier, instead of a death certificate
you may also provide a letter from the funeral director on funeral home letterheadWe have a policy in place for emergency events which we must adhere toI have provided a link below to our website for more information about our travel policies.https://www.flyfrontier.com/travel-information/travel-policies/***, when you purchased your tickets you agreed to the terms and conditions of the economy ticketIf you did not purchase THE WORKS!, your ticket will retain its value for days, and the value of your ticket may be applied toward the purchase of a future ticket subject to a change fee of $99.https://www.flyfrontier.com/legal/ticket-terms-and-conditions/I'm happy to assist you once you provide us with the proper documentation.Sincerely,***

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
Our records indicate your ticket was set up for a full refund on April to credit
card ending in ***
We certainly value you as a customer and look forward to serving you aboard a future Frontier Airlines flight
Regards,
***
Customer Relation Specialist
Frontier Airlines

07/22/02:PM Dear ***
* We have received your rebuttal submitted to the Revdex.com and appreciate the opportunity to respond again Thank you for taking the time to speak with me yesterday so we could talk through your concernsAs we discussed at this time all bonus and earned miles have been credited to *** ***s accountI also hope that I was able to provide you a better understanding of points needed redeem various segments as well as availability on each segmentAgain, we want to thank you for bringing these concerns to our attention as they have already helped us to improve Regards, ***

Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsWe apologize for the weather cancellation, as you know we have no control over the weatherOur records indicate on December 29,a refund
in the amount of $was set up to return to credit card ending in ***You paid $for your round trip ticket, the value of your out bound ticket was $and the value of your return ticket was $a total of $The $that was refunded was your return flight in the amount of $and a $bag fee a total of $refunded back to your credit cardWe value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstancesRegards, *** Customer Relations Specialist Frontier Airlines

Hello ***! We have received your correspondence as submitted to the Revdex.com, and appreciate the opportunity to respondOur number one priority is the safety and well being of our passengers and crew and periodically our flights have to be delayed or cancelled due to this
reasonThese cancellations can ripple through and impact other flightsUnfortunately, this led to complications getting our crew members to flights in which they were originally scheduled to flyWe underestimated the strength of the snowstorm, and are using this as an opportunity to learn from any mistakes we made, and improve our service going forwardOur records indicate that you did receive a total refund of $for the cancelled flights, and that it was returned to your *** ending in ***We here at Frontier again sincerely apologize for the significance of the delays, and appreciate you taking the time to let us know about your experience. Have a wonderful remainder of the week and a Happy New Year! Frontier Airlines

Response Email 04/12/12: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 the frustrations you experienced on March 30, while
attempting to book flights from Denver to Philadelphia for you and your daughterI'm really sorry to hear about the lack of ease while using our website, as well as the issues that came afterwards.Our ApologiesI am sorry for the miscommunication that resulted from not seeing the declined paymentThrough my research I found that you had some trouble with flyfrontier.comWe work hard to provide a world class website that offers our customers great, low faresI'm sorry that was not your experienceI would like to clarify that the flight itinerary that was emailed to you on March 30, has the information from your reservation, including whether the payment was processed or not Things You Should Know Through my research I found that there was a credit applied from flight ($248.20), Denver to Philadelphia, and a bag fee ($30.00), that you had booked for your daughter for a total of $That amount was then applied to reservations XXXXXX for $225.20, and XXXXXX for $I do see that the travel was completed for both reservations, so I'm sorry to inform you that since the flights were taken, you are not eligible for a refund We Value Your Business I 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.Regards, Customer Relations SpecialistFrontier AirlinesResponse Email 04/13/09:AM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Thank you again for contacting Frontier with you concerns regarding a refundI am sorry for the misunderstanding of the declined payments, and that you don't have a record of the transaction Our Apologies On behalf of Frontier, I would like to apologize for the inconvenience that you have experienced while booking flightsIt is never our intentions to withhold information from our customers Information By our records you purchased two flights on March 30, 2018, which was reservation XXXXXXAt 6:PM an itinerary was emailed to xxxxxxxxxxxxxxxx, additionally the booking was put on hold because of the declined payment until 6:PMSince the payment was not updated, at 6:PM both of the flights were cancelled, the seats were removed, and the seat fee was cancelledA total of $was declinedThe picture below is of the declined payment on March 30, On April 3, 2018, my research shows that a second booking was made, reservation XXXXXX, and an itinerary was emailed at 11:PMIt shows that the booking was placed on hold for the declined payment until 11:PMOn record it shows that the payment was attempted again, and declined a second timeAt 11:PM on April 3, 2018, the seat and flight was removed from the reservationA total of $was declinedThe picture below is of the declined payments on April 3, We Value Your Business Thank you again for contacting FrontierI truly hope that the inconvenience you encountered doesn't deter you from booking with Frontier in the future Regards,Customer Relations SpecialistFrontier AirlinesResponse Email 04/16/06:AM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Thank you again for getting back to me about your situationI apologize for this experience Our Apologies I am sorry for the miscommunication with your cancelled booking due to the payment being declined What I can Do If you can retrieve the flight itinerary email sent to you on March 30, 2018, it will have the declined information listed that you are looking forI don't have access to the email that was sent to you, I just have the records stating that it was sent out Additionally, if you can send me a good contact number for you, I will forward that to my supervisor as soon as I receive it We Value Your Business I understand that this is a unfortunate experience, and I am here to help youI hope you will choose to fly with us in the future Regards,Customer Relations SpecialistFrontier Airlines

Response Email 05/08/10:AM Hello ***,Thank you for the response We want to assist with the additional cost incurred due to the flight disruption you experiencedYour reimbursement has been requested in the amount of $This covers a large portion of the meal purchased during the delay at Domino'sWhat address would you like your reimbursement check sent to? Regards,Customer Relations SpecialistFrontier AirlinesResponse Email 05/09/12:PM Hello ***, Thank you for the follow up Although we understand why you chose not to fly the flight, we are unable to reimburse for a hotel expense when the flight was still availableRegarding the meal, during extensive delays, we issue food vouchers at the airportThe regular amount we issue is $10/$15, so we are only able to cover that much Although we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation. Regards,Customer Relations SpecialistFrontier Airlines

Response Email 09/29/01:PM Dear ***, We have received your correspondence as submitted to the *** ** *** and the Revdex.com appreciate the opportunity to respond I apologize that your seats were changed due to the change of
aircraft type for your flight *** from *** to *** on September 28, 2017. When we have a schedule change and an aircraft change we try to assign seats to like seating, but in your case it just didn't work out that way. I'm sorry for your inconvenience You should have immediately been refunded the seat fees when you couldn't be accommodated. I have reversed those fees and you should see the credit back to your credit card within days Again, please accept our apologies for how this was handled. Rest assured that the issue of not being refunded right away is being addressed As a customer service gesture, I am including two $travel vouchers that will expire March 30, 2018. Travel does not need to be completed by that date, but travel does need to be booked by that date *** *** *** *** * ***
*** *** *** *** * *** ***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 Again, I'm sorry you had the problem with not getting the seats you chose when you first booked your travel with us. I'm sure your next experience will be much better! Kindly, Customer Relations