Frontier Airlines, Inc.

03/03/10:AMDear Mr***,We apologize that when your bag arrived that your bag was wetWe have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.We did receive your phone records and with the receipt of the phone records we were able to reimburse interim expenses of $and this check was requested on February 23, The bag is there to protect your items under conditions, however, if there is weather such as rain or snow the bag may get wet and we will assist in the cleaning of items inside the bag if neededWe are providing as a customer service a $electronic travel certificate for year for a discount on a future flight with Frontier.Sincerely,*** ***
*** *** ***
*** ***

08/14/11:AM Hello *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I'm sorry to hear about your recent experience with us at the airport in DenverOur chesystems automatically close
minutes prior to departureWe highly recommend that our passengers arrive at the airport two hours before departure to ensure that they make their planned flightWhile I understand that it can be frustrating to miss a flight, since you were placed on a later flight and traveled with us, we are unable to refund your flown travelI apologize for any inconvenient this may have caused I hope this experience doesn't deter you from traveling with us again in the futureWe hope to welcome you on a future Frontier flight again soon Respectfully, *** Customer Relations Frontier Airlines

08/10/01:PM Dear *** ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our records indicate that we replied to your concerns via email on July and We apologize for the impact our
flight delay had on your plans Because Frontier does not hold current interline agreements with other airlines, we aren't able to arrange for alternate travel on another airline or reimburse your cost to travel on another airline We've verified that a full refund of your unused fare was authorized on July and processed to your original form of paymentAdditionally, we issued a $voucher for a discount on a future flight with us We hope to have an opportunity to serve you on board in the future and that your next experience is a better one Kindly, *** Customer Relations Specialist Frontier Airlines

07/01/12:PM Dear *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Regrets I want to apologized for your recent trip experience and the issues that the trip caused youI'm sorry to
hear about your confusion with which airport you were flying out that resulted you in having to purchase a new flight out of a different airportAccording to our records it shows that the flight you booked for was out of Philadelphia, PA and not Trenton, NJ Third Party Booking Agency After reviewing your file, I was able to see that you booked your flight through a third party booking company. While these companies are required to have all of our policies available, often times the information is not as clear as it is on our website. In the future please reference our website at http://flyfrontier.com for the most up-to-date and accurate policies We look forward to the opportunity to serve you again aboard Frontier Airlines Kindly, *** Customer Relations Frontier Airlines

Response Email 03/05/11:AM Hello ***, We have received your correspondence with the Revdex.com regarding your flights from 3/21/and 3/28/when attempting to travel between Orlando and IslipI appreciate the opportunity to assist you RefundMy research
shows that a refund in the amount of $was issued to your card ending in XXXX on 3/3/Please allow a few days for this transaction to post to your account.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

Initial Business Response /* (1000, 9, 2015/08/06) */
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 inconvenience you experienced due to the flight
cancellationSafety is our number one priorityIn reviewing your information it appears a check has been requested in the amount of $on July 14, Check processing takes approximately to weeks and is mailed to the address provided
Thank you for your patience
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 11, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Only once a complaint was filed with the Revdex.com did this airlines apologize for the inconvenience of a canceled flightAfter at least emails with a request for a customer service supervisor to call us, we have yet to receive any phone callAt one point we were told that *** does not have a policy to speak directly with their customers
The check we've received in the amount of $does not even cover the cost of the flight we had to book with another carrier when *** *** cancelled our flightThey still owe us $in taxes that were paid to *** for the cancelled flight as well as $in baggage fees since we would have packed differently if we had been originally scheduled on a different airline*** airlines continues to inconvenience us for a flight from June 21st as it is now August 11th,
Please see email thread below:
Revdex.com XXXXXXXX *** *** Re: Flight cancelled June 21st
Discussion Thread
Response Via Email(***) - 08/06/XXXX XX:XX PM
Dear Ms***,
I have verified with *** that an additional $has been approved for reimbursementCheck processing is approximately to weeksAs mentioned previously the taxes and bag fees in question will not be reimbursed
Sincerely,
***
Customer Relations Specialist
***
Customer By Email (*** ***) - 08/04/XXXX XX:XX PM
***,
Please see the attached pdf file that documents the email conversation and promise from *** that our meals would be coveredAlso, please know that we would really like to have this resolved and yes - we have a case file with the Revdex.com of Denver, COWe are still expecting $We received a check for $- but in no way does this cover our submitted and approved expenses
Here's what we calculate as the final amount still due to us: $difference for meals +taxes were NOT included ($
x = $196) $x 15% = $+checked bags on ** *** - we followed *** policy regarding checked vscarbags and since we could have packed differently for ** *** - had we flown with them originally, would have brought caronly which would have cost us $We were not going to return home after hours of trying to rebook just so that we could repack to accommodate carluggage catch a flight on Father's Day to start our family vacationTherefore, we are expecting to be reimbursed for the inconvenience *** caused usTotal remaining due: $Please have a customer service supervisor contact me at *** Thank you, *** *** ***
On Aug 4, 2015, at 2:PM, *** and *** *** ***@msn.com wrote: We were told by *** that those would be reimbursedPlease read through the thread of emailsThank you
Final Consumer Response /* (4200, 19, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this as a resolution to our dispute regarding expenses that were promised to be reimbursed
I still fail to understand how a company can collect taxes for a service and then refuse to refund themOur seats were $plus taxesWe have not been able to come to an agreement on the taxes of $which is 15% of the total we spent on the outbound flight
I am very disappointed the Frontier Airlines states, "We value your continued support " I have not been supportive of this airline at allI will not ever seek to fly with them again as this has been positively the worst experience with obtaining refunds for expenses incurred that should have been reimbursed without continued complaints to the company and the Revdex.com
I am still expecting $to reimburse us for the taxes collectedWe did receive a check today 9/15/dated 8/25/for $
Thank you for your attention to this matter
Sincerely,
*** ***
Final Business Response /* (4000, 21, 2015/10/01) */
Hi ***,
I'm not understanding where you are coming up with a figure of $38.40?
You paid $per ticket that includes taxes x $= $plus $bag fee grand total $
Regards,
***

Initial Business Response /* (1000, 6, 2015/12/03) */
Dear Ms***,
I am not requesting you to fax them, I am requesting your to attach them to this email so they are not misplaced
Regards,
***
Customer Relations
Frontier Airlines

Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. Compensation RequestedYou requested enough compensation to be able to take another flightWe have issued $vouchers to each passenger on the flight valid for future Frontier travelWe are constantly releasing sales and promotions on our websiteMany of these sales discount fares to less than $round trip per passengerI encourage you to use your vouchers to give Frontier another try. Come Back SoonI recognize this does not change the time lost and inconvenience, 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 Airlines

07/02/03:PM Dear *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Please accept my sincere apology for your experience with usI have taken a look at your reservation and have approved your
refund request because you would have missed your connecting flight to MemphisYour refund will be issued in the form of a checkPlease allow at least seven days for processing by the airline due to the holiday weekend, and four to six weeks after that for the check to arrive in your mailboxThe check in the amount of $will be mailed to *** *** *** *** *** *** *** *** As a gesture of apology, your $voucher will remain in our system until it expires on September 26th, I'm glad to hear that you were able to make it to Memphis on the same day as plannedYou are a valued customer of Frontier Airlines and we appreciate your continued supportWe hope to welcome you onboard a future Frontier Airlines flightKind regards, *** Customer Relations Specialist Frontier Airlines

01/02/04:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondFirst, I want to say on behalf of Frontier, we are so very sorry for inconvenience that you mother *** experienced at the La Guardia
airport when her flight was delayed several hours before her flight was cancelledDuring this time frame we faced severe weather across the U.S., 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 lasted for several days and caused more delays and cancellationsIn the majority of these instances we were not able to get our passengers to their final destinations for almost daysYour email dated December 20th states that you are looking for a flight to get *** back to Atlanta, may I ask is she still in New York or were other travel arrangements made get *** back to Atlanta? Please let me know and we will work to resolve this issueYour business is very important to us and we hope for the opportunity to restore your confidence in our servicesKind regards,
*** Customer Relations Specialist Frontier Airlines

03/22/11:AM ( Dear Ms*** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe are sorry to hear of your luggage and customer service issues when you traveled on FrontierIf you have receipts for
authorized covered expenses while your baggage was delayed, those can be e-mailed to us at: *** Please include a short note requesting reimbursement, your claim reference, ***, a good contact number and your permanent address so they know where to send the checkOnce your receipts have been received, we will forward your interim request to the station for follwith youIf needed, you may reach the Indianapolis Baggage Service office directly at ###-###-####, with any inquiries regarding the interim expense reimbursement. Regarding your request for a refund of your roundtrip, we are unable to refund any used flight segments. However, as a customer service gesture for your inconvenience, we are providing you two $electronic travel certificatesTo redeem your electronic vouchers, visit www.FlyFrontier.com and book your flightOn the “Purchase” page, select “Voucher”, then enter the following voucher number: *** ***, ***. *** ***, *** This vouchers must be redeemed by September 22nd, 2016, but travel may be booked out as far as Frontier's schedule allows

Response Email 03/09/10:AM Dear MsXXXX, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Below is the correspondence sent to you regarding your request for oversold compensation Sincerely, Customer Relations Advocate Frontier Airlines Response Email 02/13/09:AM Hi ***,Thank you for your response.I understand your concern however this is not a denied boarding situationDenied boarding is provided when a flight is oversoldHow this works is you are still checked in for your flight but without seat assignmentAt the gate agents will ask for volunteers if none come forward then you are accommodate to another flight and the denied boarding compensation provided.Let me know if you have any other questions.Sincerely,Customer Relations AdvocateFrontier Airlines

12/29/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondIn the future, please consider adding *** *** with booking, so you'll have the flexibility you wantWhile we're able to refund
passengers affected by flight cancellations when they do not accept alternate travel with us, we're not always able to provide a refund of a non-refundable fare when passengers make a voluntary itinerary changeWe have allowed an exception in this casePlease allow up to days for processing and keep in mind, once the refund has been processed by Frontier, there may still be a few days until the refund will post to your account, depending on your bank's practices Sincerely, ***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/08/26) */
Dear ***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I' sorry to hear of the lose of your family friend (second mother)
As per our
policy directly from our web site: ***
Under:EMERGENCY EVENTS - TICKET CHANGES AND REFUNDS
Change your travel date, time, and/or destination for up to days from the original date of purchase with no change fee (any fare difference will apply)
Cancel the unused portion of a ticket and receive a credit for days from the original date of purchase
Death certificate or letter from funeral director on funeral home letterheadThe relationship to the ticket holder must be included with the request
I apologize we are unable to honor your request
Thank you for your patience
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Frontier Airlines Customer Relations Specialist *** does not address the issue of Frontier Airlines not refunding my fares as committed to by the Frontier Airlines Customer Service Representative that I spoke with on *** *** *** to cancel my flightsFrontier Airlines could simply verify through there voice recordings that their representative committed to the refundI find it appalling for Frontier Airlines to be unethical in their customer business dealings to commit to a refund and then not actually issue the refunds
Also in my letter to *** *** *** Frontier Airlines President, dated *** *** *** I stated there have been three different Frontier Airlines responses made, first a refund to my credit card for *** second a credit good for one year for the *** and a third credit for days for *** With this inconsistency in responses, it certainly makes me question how ethical Frontier Airlines is when they are asked to honor commitments made by their customer service representatives
Final Business Response /* (4000, 14, 2015/09/10) */
Mr***,
We have received your rebuttal as submitted to the Revdex.com Rebuttal
I'm sorry for any misunderstanding of our policy for canceled flights made within days
http://content.flyfrontier.com/travel-information/travel-policies
CANCEL A TICKET
VOLUNTARY TICKET CANCELLATION
Except for tickets purchased for travel within days (hours), all tickets may be cancelled for a full refund up to hours after the time of purchaseYou can request a refund at the My Trip section on FlyFrontier.com or through Frontier Reservations at XXX-XXX-XXXX.If it has been more than hours since you purchased your ticket, you may cancel your ticket at the My Flights section on FlyFrontier.com or through Frontier Reservations at XXX-XXX-XXXX
If you purchased the ability to refund/change/cancel your ticket, which Frontier may have offered you and you may have purchased including all tickets sold as Classic Plus tickets and with THE WORKS, you may visit Flyfrontier.com and either apply the value of your purchase to a new ticket without any penalty, subject to any difference in fare and/or options prices, or retain the value of your purchase for use within one year of the transaction dateYou may call Frontier Reservations on XXX-XXX-XXXX to have the full value returned to your purchasing cardEconomy tickets 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 $
Economy tickets must be cancelled prior to the departure of a flight in order to retain their valueFailure to show for any flight or cancel a ticket prior to any ticketed flight departure will forfeit the remaining value of the ticket
***Except for tickets purchased for travel within days (hours), all tickets may be cancelled for a full refund up to hours after the time of purchase
***Economy tickets 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 $
Regards,
***
Final Consumer Response /* (2000, 19, 2015/10/05) */
There is no further action required for this Revdex.com complaintI received a notice from *** *** that Frontier Airlines Inc has issued a credit to my *** account in the amount of $

01/11/08:AM Hi ***, I understand your disappointment that you were unable to contact us before your traveled to let us know you didn't plan to use non-refundable carbag options you purchased for yourself and Xavier on September and December Had you done so, we may have been
able to cancel the Caroption that was printed on your boarding passes and held a credit for youOur records indicate that you checked in with the mobile app on December and obtained boarding passes that included the caroption for your December flightOn December you again used the mobile app to complete chefor your December flightThe caroption was not removed from your reservation prior to check-inYour phone call on December was the first record of your request for an exception to the terms of the options you purchased on September and December Respectfully, your request for an exception now has been reviewed and is deniedSincerely, ***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/05/13) */
***,
Thank you for contacting Frontier Airlines Customer RelationsWe have received your correspondence as submitted to both the Revdex.com and the Department of TransportationWe appreciate the opportunity to address your
concerns
I am sorry for the inconvenience that the delay of Frontier flight on April 29, caused you and your mother when she traveled with usAs you can imagine, flight irregularities can be very challengingThe decision to delay or cancel a flight is not an easy onePlease know, we take great care to operate a safe and on time airlineIt is never our intention to disappoint passengers
When a customer's flight is cancelled, we will protect them on the next available Frontier Airlines flight or provide a full refund if the passenger chooses not to accept the new flightIf a passenger decides to find alternate transportation on their own, Frontier does not assume liabilityAs is the case with all delays and cancellations, we are unable to assume liability for additional incidental or travel-related expenses
I determined all passengers on her flight were issued compensation for this delayPlease review compensation information below:
This certificate may be redeemed during online booking on the payment information page at FLYFRONTIER.comPlease review the terms and conditions and keep in mind the passenger name must match the new reservation exactly as displayed below
Name: *** *** ***
Certificate number: XXXXXXXXXXXXXXXXX
Certificate amount: $
Expiration date: 7/28/
Thank you for taking the time to writePlease know we continue to work with our stations to make sure you are being taken care of at the airport
We value your continued support and look forward to welcoming you onboard future Frontier Airlines
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
***
Terms and Conditions for Electronic Travel Certificates:
The Certificate is stored in Frontier Airlines database and can be applied towards the purchase of a new ticket for any Frontier flight
-Only one certificate may be redeemed per ticket
-Once redeemed the certificate has no residual value
-When redeeming online, the name on your ETC must exactly match the name on your new reservation
-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

Initial Business Response /* (1000, 6, 2015/12/15) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Frontier Airlines requires passengers to be checked in with boarding pass in hand a
minimum of minutes prior to the scheduled flight departure for domestic flightsPassengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees
The kiosk is programmed to stop checking in at the minute cut off and give a message: "Your flight is boarding soonPlease proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the minute cut offYou must have your boarding pass in hand at the minute cut offWe advise this while making your reservation as well as in your emailed receiptWe understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure
As a gesture of apology, we have issued voucher number XXXXXXXXXXXXXXXXX in the amount of $99.00, which can be applied to your next online booking at www.flyfrontier.com
This voucher must be redeemed by March 14, 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
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

08/12/06:PM ***
* We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I understand your frustration regarding the carbag feesWe do rely on our agents at the airport to have our passengers size
their bags in the sizers provided at the ticket counter and gate I apologize if our agent did not allow you to size your bag before charging you, please know do have the right to take you bag to the sizer to verify it meets our requirements for a personal size item before paying for the bag As a customer service gesture I refunded the $bag fee to the original form of paymentI show the last four digits of the credit card are ***, please allow business days for processing Your business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight Sincerely, *** Customer Relations Specialist Frontier Airlines

Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Frontier Airlines recommends customers arrive at least two hours or more prior to departure timeBecause of the vital paperwork that our
ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of minutes prior to the scheduled flight departure for domestic flights, and minutes for international flightsPassengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees
The kiosk is programmed to stop checking in at the minute cut off and give a message: "Your flight is boarding soonPlease proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the minute cut offYou must have your boarding pass in hand at the minute cut offWe advise this while making your reservation as well as in your emailed receiptWe understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure
Refunds for "The Works" must be requested hours before departureBelow is a link from our web site advising of policy
http://content.flyfrontier.com/ways-to-save/the-works
HERE'S HOW THE WORKS WORKS:
Our new bundle is exclusively available for purchase at flyfrontier.com and must be booked at the time of initial bookingAlso, if you are looking to make a change or get a refund, you must do that at flyfrontier.com at least hours before your time of departureWe've included access to the best available seats on the flight, so book early to ensure you get the very best seat on the plane
Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have causedWe are disappointed that you may not be satisfied with our resolution 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 be consistent when it comes to following the policy and guidelines of our minute cut off time
Thank you for taking the time to writeWe look forward to welcoming you onboard many future Frontier Airlines flights
Regards,
***
Customer Relations Specialist
Frontier Airlines

09/29/01:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Cancellations Delays and cancellations are hard to predictWe try our bet to avoid canceling our flights, but occasionally
we may have to cancel a flight last minutesI apologize that you were not able to find a flight for under $400, but we have to stick to our policy for the fairness of all customersI have already sent in your reimbursement check request to our financial department and you should see it within 4-weeks Thank you for sharing your concerns Kindly, *** Customer Relations Frontier Airlines