Frontier Airlines, Inc.

Initial Business Response /* (1000, 5, 2015/09/02) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsAccording to our records on August 8th I responded to your email complaint
Our
records also indicated *** and *** arrived at the ticket counter at 6:pm for a 7:pm flight, giving them only minutes before their departed
As I mentioned in your previous email, all passengers 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 thing can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departureI'm sorry they got lost at the airport
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
You comments have already been submitted
We understand that each passenger has to right to choose which airline they fly but we sincerely hope that you will give us the ability to welcome you onboard a future Frontier Airlines flight, under more pleasant circumstances
Regards,
***
Customer Relations Specialist
Frontier Airlines

Response Email 05/07/12:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for letting me know about your recent experience when traveling from Pittsburgh to Denver
I'm really sorry to hear that your bag was lost and then there was further confusion about where your bag was Our ApologiesWe are sorry that your baggage was not at your final destination when you arrivedThis is not the experience that we strive to provide for our passengers and we apologize for any inconvenience you've experienced Our records show that your bag has been set up for delivery at this timeOur agent has emailed you on May 6, in regards to your bag and receiving a ReimbursementAs a gesture of apology we also issued you a voucher for future travel in that email RefundYour baggage fee has been refunded for the cost of your delayed bag in the amount of $to your card ending in XXXXPlease allow 5-days for processing for this to reflect on your account.Customer CareFeedback like yours allows us to better identify areas needing improvement and I appreciate the time you have taken to help us out.We Hear YouFrontier 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 repeated.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 Response Email 05/08/10:AMHello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I’m sorry to hear that you were not satisfied with your experience with the Portland airport staffOur airport personnel bear many responsibilities, one of which is ensuring that our customers have a good experience when travelingI have forwarded your feedback to our leadership team at the Portland airportBe assured that this situation will be reviewed by management and addressed with the staffI can only assure you these are not the standards we strive to maintainWhile all communications, both verbal and written, between Frontier Management and our employees are necessarily proprietary, be assured an internal investigation will be handled to conclusionThank you for bringing this to our immediate attentionKind regards, Frontier Airlines

The response completely overlooked the fact that weather was not the reason for the complaint although it initially caused the delays Customer service or the lack thereof was a huge issue This delay was on a Tuesday and we were not offered a flight until Sunday....that is no longer a weather delay, that is poor compensation for a paying customer to reach a destination that I paid for That wait would have left me with FIVE nights of lodging, transportation and meals Weather delay is one thing but a five day wait for a return flight is completely unacceptable!

Initial Business Response /* (1000, 6, 2015/10/20) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Our records indicate you purchased an economy ticket, which is a non refundable
ticketPlease visit our web site for policy:
http://content.flyfrontier.com/travel-information/travel-policies
If you purchased travel insurance then you need to contact the travel insurance company
We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Frontier's response, and thank you for providing me with another opportunity to express my thoughts
To begin, in speaking with Frontier Airlines I received conflicting responses
1.My first response from Frontier was that there was a $penalty for cancellation of my flightThat the remainder would be refunded
2.I was then told the refund would take three monthsWhen asked to refund to my credit card, Frontier told me that their only refund was credit on another Frontier flight
My responding that I could do that, to the same destination (round trip Denver to Minneapolis) was told that the cost of the trip would be $-- a good $to $higher than United, Delta, Southwest -- for the same time perios
Subsequently, both a call and emailed response from Frontier following my complaint to Revdex.com, I was told that what was told to me prior was not trueI had an economy flight, and that there would be no refunds
I explained that I had cancellation insurance, and was told by Frontier that they knew nothing about that
I called the insurance company, and was told that a refund would happen only if I was sick or had diedMy reason for cancelling was that the event I was going to was cancelled
Somehow we are victims of the airlines right nowRates have doubled, and with the cost of gas now being lower, I am not sure that can be used anymore as an excuse
Also noted (was revealed only after ticket was issued) that there was a schedule of time to let the airline know if you were carrying on a bag -- several price increases up to the time at the gate, when the fee had grown to $for a carry on bag
I don't know what is possible with the airlines todayAs a business model for customer service I would say there is no customer service, and I for one feel trappedWarnings and disclosures are hidden in small print and most not revealed until after a ticket purchase
Again, what I am looking for is a refund My cancellation was not a whim
Thank you for offering this opportunity to express my dismay, and that terrible feeling that I have been taken advantage of by a company that is no longer being honest
Final Business Response /* (4000, 14, 2015/11/30) */
Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com
All of your comments have been addressed, several times
Here is the email I sent addressing all your comments:
All information available on our web site: http://content.flyfrontier.com/travel-information/travel-policies
You were advised the remainder would be a credit, not refundedYou purchased a non refundable ticket
You were advised your credit would be available for days( 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 $99.)
I just pilled up flights from Denver to Minneapolis December (1st flight out is $44.91) and return December (first flight out is $64.90)I just picked Monday to Monday flights
All policy is in our web site and Travelocity advises passengers to check with the airlines for policy
The insurances is not supplied by the airlines, it is a different company
Again the insurance is not Frontiers company, they have their own policy and it's up to passengers to read the terms and conditions of the insurance they purchase
I sorry you feel you are a victim of the airlines, every passengers has the responsibility to read what they are purchasingFrontier's rates are the lowest I have seen in many years
Travelocity advised of carry on fees in the booking process, after you pick your flights and before you enter your credit card
Sometimes if passengers ** not get what they are requesting they feel they are not given customer serviceFees are never hidden, they are available for all to see
I'm sorry we are unable to honor your request for a refund
Regards,
***
Frontier Airlines
Final Consumer Response /* (4200, 16, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Frontier has failed to address issues in my complaintI have waited a couple of days to respond, because I am stunned at how they have tried to skirt issues I have brought up
Frontier has failed to acknowledge that their representative told me on my initial contact in cancelling my reservation that I would be refunded $
Frontier has failed to acknowledge that when their representative said that my refund would not be deposition back but that I would be given credit on another flightKnowing that I would be going to Minneapolis over the Christmas holiday, I asked about a flight and was told that the flight (round trip between Denver and Minneapolis) was $When asked if there was another less expensive fare, I was told there was notI was told by their representative that that was how much it was, and gave me no other optionsFrontier in their last response quoted several other costs, but $was the only cost their representative told me there was
Apparently the communication within Frontier is not functioning well, as before each of the flights I was to have taken in the round trip reservation I had cancelled, I received emails from Frontier telling me to get ready for the flights, to let them know what bags I would be checking, etc
Today, we tend to be victims of the airlines if we have to cancel I know of no other business I deal with that treats their customer the way airlines are treating customers todayI think Frontier should stand by what their representatives told me initiallyTo be refunded $
I simply have lost patience with a company that has no higher regard for a customer that in the past for many years has been a loyal customerIf Frontier would change their customer relations Imagine what that might do to enhance their businessThank you for providing me with an opportunity to address these issues

01/04/01:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our records indicate your luggage has been restored to you at this timeIf you have original receipts for interim clothing
and toiletry items purchased during the delay, they may be scanned and sent to *** for our management to processYou may reach our Central Baggage Service office directly: ###-###-####, with any inquiries Central Baggage has requested a refund of the $baggage fee you paidThe refund will go back to the original form of payment. Please allow two credit card billing cycles for this process At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances Sincerely, ***

Complaint: ***
I am rejecting this response because:From Day Frontier customer service is NOT responsive/cooperating with my requests.It took several days to get our clothes while we need to attend several important functions without clothes.Worst service from Frontier and never will use Frontier
Sincerely,
*** ***

01/24/12:PM , Hello *** For your records a check request has been sent to our accounting departmentPlease allow to weeks for processing.Once again I apologize for the situation at the airport with ***Kind regards,*** *** *** Frontier Airlines
01/23/01:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for your patience while I investigated your concerns regarding our passenger *** *** Upon receipt of your email I conducted an internal investigation to confirm whether *** was denied boarding when he did not have a kennel for his service animalUnfortunately, with the information I received from our *** station we are unable to determine what happened When a passenger is traveling with a service animal we do require some form of identification that the animal is a service animal, if *** could not provide any identification for his service dog our agents would not allow him to bring the dog onboardFrontier does not require a service animal to be in a kennel onboard the plane ***, it is Frontier’s responsibility to assist passengers with disabilities, in accordance with the US Department of Transportation (DOT) regulation CFR part 328.55, which requires carriers to permit Service Animals used by persons with a disability to accompany the persons on a flightIt is hard to determine if Frontier violated this part of the regulation on January 6, in *** without more informationIf you wish to report this incident or pursue enforcement action with the Department of Transportation (DOT), it is within your rights to do soThis complaint will be counted in our summary of written complaint that we provide annually to the Department of Transportation (DOT) A request has been sent to our accounting department to process a refund for confirmation code *** for ***’s flight, this amount will go back to the original form of payment and I show the last four digits of the credit card are Please allow business days for processing As a gesture of goodwill I issued voucher *** in the amount of $for *** to use for future travelThis voucher expires on December 31, 2017, but he does not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below I recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again Kind regards, *** *** *** *** Frontier Airlines

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

Response Email 08/16/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI'm sorry to hear that items in your bag were damaged due to the liquids in the bagThe passenger is
responsible for ensuring that all items packed in checked baggage are properly packaged and padded to resist handling and turbulenceWe are not able to compensate for damage arising from liquids on or in baggageThese reasons are outlined in our Contract of Carriage, which is agreed to when you make a reservation with usThis document is available on our website at the following link: Contract of CarriageI apologize for any inconvenienceI hope we will have the opportunity to be part of a smoother travel experience in the futureKindly,*** *** ***
*** ***

Hello *** *** Thank you for contacting Frontier Airlines Central Baggage ServiceI would like to apologize for your baggage delayAccording to our records we are still tracing for your bag Receipts for clothing or toiletries purchases made during your bag delay can be
submitted for reimbursement directly to the City Manager in the city in which your claim was made Or can be mailed to the following address for reimbursement consideration: FRONTIER AIRLINES, INC*** ***
*** *** **
*** ** *** Please include the original receipts, a short note requesting reimbursement, your claim reference code ***, your contact information and your permanent address so they know where to send the checkPlease note you must have made a claim in order to be eligible for a reimbursementThat claim would have had to be made at the airport within hours of the delay We have authorized the refund of the $bag fee you pay us to service your bagThis credit will go back to the credit card you paid withPlease allow days to process Enclosed please find the claim form packet used to start the settlement processPlease complete the claim forms and email the forms back to us at [email protected] We're committed to providing our guests with a quality travel experience, and are disappointed you did not receive the level of service necessary to fulfill that commitmentAlong with our sincere apologies, we have issued the following Electronic Travel Certificate, which provides a discount on your next Frontier Airlines flight 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 on the new reservation must match exactly as displayed below:
Note:This document is informational only and holds no value Terms and Conditions The Certificate is: Stored in Frontier Airlines database and can be applied towards the purchase of a newticket for any Frontier or Frontier Express flightOnly onecertificate may be redeemed per ticket The passenger is responsible for payment of any difference between the value of the certificate and the value of the ticketAny remaining value after redemption is null and voidChanges may be made to your reservation after the initial ticketing; however, a change fee and fare difference may apply, depending on the type of ticket purchasedValid for months from the date of issue and may not be extendedNontransferable; may only be redeemed in the name of the passenger to whom it was issuedWhen redeeming online, the name on the new reservation must match the name on the Electronic Travel Certificate exactlyApplied equally among all passengers in the same reservation when booked online The Certificate cannot be: Applied toward baggage fees, change fees, or other chargesCombined with any other voucher, promotion, or discountUsed with group travel Redeemed for cash For any questions regarding your certificate or to redeem, please visit www.FLYFRONTIER.COMor contact Frontier Airlines Reservations at ***We are open hours / days a week for your convenience We will contact you if your property is locatedFrontier appreciates your business and hopes to see you on a future flight under more pleasant circumstances If you have any questions please feel free to contact us directly at: *** ***We are open Monday through Friday 7am - 4pm Mountain time ***
*** ***
*** *** *** ***
*** ***

Initial Business Response /* (1000, 6, 2015/11/13) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We advise of carry on bag fees while booking your reservation, we also send it with
your email receipt and on the reminder we email the day before your flight
Bag fees depend on the type of ticket you purchase as well as if you paid for it at time of booking, hours before departure checking in on-line, at the kiosk, at the ticket counter or at the gateThere are five different places you can pay for your bag
Here is a link from our web site advising of bag fees: http://content.flyfrontier.com/travel-information/baggage
I'm sorry we're unable to honor your request
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I remember being told, the flight was totally booked, and there would not be enough room on board for carry on bags
When I boarded the plane, I saw plenty of room on the plane for my bag in the overhead compartments, and under my seatI was in the last group of passengers ** board the plane
Low-income passengers ** fixed incomes are led to believe that they have to pay for carry on bags because there will be no room on the plane, Which Is A Lie
I still do not recall reading to pay $to cover baggage fees, because I booked my ticket through a discount on-line agency
Final Consumer Response /* (4200, 12, 2015/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This fact was not addressed, there was plenty of room on the plane for my carry on bag in the overhead compartmentsI was forced to pay $for my carry on bag, when I did not need toI was forced to pay $for something I did not need or wantOn my fixed low income, I really needed the $I was forced to pay, when there was plenty of carry on baggage space on the plane when I boarded
Final Business Response /* (4000, 14, 2015/12/15) */
Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com
I don't think you understand, Frontier Airlines charges every passenger that purchased an economy ticket for carry on bags even if there is room in the overhead compartmentPlease click on our web site and view our carry on and check bag fees
https://www.flyfrontier.com/travel-information/baggage/
Regards,
***
Customer Relations
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/10/21) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We truly apologize for the inconvenience your wife *** experienced while
traveling with our airlineOur records indicate this had been forwarded to the appropriate departmentsMost importantly your comments have been shared with our station manager
Frontier Airlines makes every effort to have a wheelchair available for our passengers when there is a requestPlease understand due to availability, there could be a delayBe assured, the wheel chair will be made available as soon as possibleWe apologize for the lack of professionalism and the level of service *** experiencedThis is no more acceptable to us as it was to ***, service provided to the passenger is expected to be of the highest quality
After reviewing your previous emails with one of our agents you stated, "I am unhappy about it,is how this was handled and more so that while I am not look for a hand out or some type of compensation, what I am looking for more in the way of how to prevent this type of situation again." We have taken every step to forward your comments to the appropriate departments and as a customer service gesture a $voucher was issuedAlthough you said you were not looking for compensation you later stated you were insulted by the amount of the customer service gesture
We are disappointed that you are not satisfied with our resolution in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occur
Regards,
***
Customer Relations
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems that there apologize is not sincere nor do they seem genuine in there responseIt seems that it is what I have heard in the pastAlso this was an email and I original requested a call back from the corporate officeThey also referred back to the original complaint I sent to them before the Revdex.com instead of the complaint I sent through the Revdex.comI was looking for a fair resolution between both partiesOnce again they referred back to the original email I sent to the airline prior to the Revdex.comA dollar voucher does not seam fair for our sideThis airline ignored and denied my wife for reasonable accommodations for her disabilityThis request was made in advance on our reservation and then again at check inNot only was the airline informed in the advance and at check inBut after the first leg of the trip, I contacted the airline and expressed my displeasure with how the first leg wentI was given the same speech ever time but nothing changedYou would think that they would do better to make sure the second leg back home would differentNope, it was notI am looking for something fairI can be mean and ask for our entire flight be refunded back to our credit cardBut I know that is not fair to the airlinesSo I think we need to meet in the middle
Final Consumer Response /* (4200, 12, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While we appreciate the written response, by issuing a voucher, you are forcing us to use your airline againDo you really think, with all the issues that came along with the flights she took, that we would want to venture down that road again? Four separate opportunities to meets expectations, and this was even after I called to notify you about the first hiccupsIf it had been a fluke, a one-off with a missed wheelchair on her first flight, that would be one thingBut this? This is a repeated failureWhat a horrible first impressionWe gave you due warning when the flights were bookedShe notified your check in agentsShe notified your gate agents (when they would speak to her)What more is she supposed to do?
To be honest, we would like the entire flight purchase refundedHowever, we agree that you provided a service; failing at every opportunity to resolve the known issues, we are willing meet halfwayWe think half of the trip should be refunded at this pointWe want the choice of whether we return to you or not; not being held hostage in a continued relationship in order to utilize the voucher within a set time parameterI don't think issuing a voucher "fixes" the issuesIt just leaves us open to more failed opportunities
Thank you,
*** ***
Final Business Response /* (4000, 14, 2015/11/30) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
We are disappointed that you are not satisfied with our resolution in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occurWe have apologized for the situation and provided compensationWe are not able to refund your tickets as requested
We appreciate your understanding
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

Complaint: ***
I am rejecting this response because: The agent failed to disclose specifics as to how, when, and where the flight delays occurredHer response is vague and callous which indicates their typical responseAgain the nature of this complaint was not adddressedIf the carrier is stating the delay was due to increment weather, then why have they failed to state from where the flight was flying from? A flight from *** could not have been delayed to *** *** for increment weatherGet real and try again! Additionally their ticket agent confirmed it was due to mechanical issuesAnd the mere fact that you refuse to issue a courteous voucher shows how low budget you really are
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/06) */
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 name in your EarlyReturns account is *** *** ***
We're showing the last time miles were added due to a flight was September If you have traveled after that please provide your flight information so we can add to your account
We look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances
Regards,
***
Customer Relations Specialist
Frontier Airlines

12/24/11:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for taking the time to share your concern with usI sincerely apologize for the delays, and the inconvenience of a cancellation
Voucher! After speaking with my manager, we are going to issue a $voucher for your next adventureI realize a voucher does not make up for lost time, but it is the least we can doYour voucher number is *** and I included instructions on how to redeem the voucher belowUnfortunately I am unable to provide further reimbursement I encourage you to give us another opportunity to provide you with a superb flight experienceI'm confident your next flight will be a vast improvement! If I can be of any further assistance, do not hesitate to contact meHave a wonderful holiday ***! Kindly, *** 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

12/20/01:PM Hello ***, Thank you for the quick response! In seeing the unique nature of this situation, I had issued a voucher with no name restriction, as an exception contrary to our typical voucher termsThis voucher may be used towards any reservation, however if
you would like me to re-issue this voucher in your name with this name restriction, I am able to do soI apologize for the conflict of information in the voucher terms I had sent, but I hope this helps to clarify the situationPlease let me know if you would like this to be reissued Kind Regards, *** Customer Relations Specialist Frontier Airlines 12/20/11:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I had replied to your first two inquiries through our feedback form prior to this Revdex.com submissionFor the sake of communication through the Revdex.com, I am also responding here Our ApologiesI'm really sorry to hear that you weren't provided with the most up to date information regarding your flightThat is certainly a reasonable expectation and it sounds like we could have been more proactive in keeping passengers updatedI'm sorry that happened Safety is Our Priority As you can imagine, flight irregularities can be very challenging and I'm sorry you experienced a flight cancellationI also know that you expect to get where you're going safelyYour flight was cancelled due to weatherIt's never our intent to disappoint or inconvenience our passengersBecause of all of the unexpected delays, cancellations, and passengers needing alternate flights, our crews may have struggled to keep upWe strive to get our passengers to their final destination as timely as possibleI'm sorry you experienced what you didI can only assure you these are not the standards we strive to maintain While I truly regret what you experienced, your flights were cancelled due to uncontrollable weather events rather than staffing issues We Care About You While we cannot compensate for the cancellations due to weather, it is important for us to maintain good relationships with customers like youAs a gesture of apology for the poor communication you experienced amidst this difficult situation, I have created a $voucher (***) to use towards future travelThis voucher expires March 21, 2017, but you do not need to travel within this timeframe I cannot issue any refund to your card, but I hope you will be able to use this voucher as a discount on a future reservation Come Back Soon 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! Kindly, *** Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear Ms***,
We have received your correspondence as submitted to the *** *** *** and appreciate the opportunity to address your concerns
I'm sorry for any confusion with your *** bookingTerms and conditions of
the Economy fare purchased are available when booking with *** in the trip summaryThe passenger ** person making the reservation is acting as their own travel agent and responsible for knowing the terms and conditions of the fare purchased
The Economy fare purchased is a nonrefundable fare and holds a *** change fee per person and any additional difference in fare when rebookingCancellations are allowed with hours of purchaseIn reviewing it appears the reservation was purchased on *** ** *** and cancelled on *** *** ***
A refund of the fare would not be provided however you do have a credit of *** to apply toward future *** travelThe *** change fee per person has been deducted from your original purchase price *** This is valid for one year from the *** ** *** date of issue
We appreciate your understanding and we look forward to the opportunity to serve you again aboard *** Airlines
Kindly,
***
*** *** Specialist
*** 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

01/17/02:PM Dear MsFarrone, Thank you for contacting Frontier Airlines Central Baggage Service We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We are sorry to hear of your luggage issues
when you travelled on Frontier Please email a picture of your damaged baggage to [email protected] with an original receipt and we will take care of it out of our office Frontier Airlines appreciates your business and we look forward to serving you on a future Frontier Airlines flight Sincerely, *** Frontier Airlines Central Baggage Specialist