Frontier Airlines, Inc.

6/03/03:PM Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.I would like to thank you for writing to us about your experience with Frontier Airlines. Your feedback is valuable to us
in continuing to improve as a companyFlight RefundAfter reviewing your file, I can see that you were refunded for your flight, which was delayedI would like to apologize for the inconvenience this delay caused you Discount Den In regards to your request for the refund of your Discount Den purchase, unfortunately I cannot refund the $purchase. The Discount Den program is a year long membership that provides exclusive discounts for members onlyI have attached a link to the terms and conditions of our Discount Den found here: https://www.flyfrontier.com/ways-to-save/discount-den/discount-den-terms-and-con...⇄ We appreciate your business and hope you give us another chance to serve you on future Frontier flights.Sincerely,***Customer Care SpecialistFrontier Airlines

07/01/03:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Apologies We apologize for the delay of your return flight from Omaha and any inconvenience this may have caused you and
your familyUnfortunately, we will not be able to honor your request to refund the whole amount of the price of your return flight ticketThis is because you were able to take the flight from Omaha to DenverSince the flight was ta***, the ticket no longer have any valueAccording to my research the $for the un flown portion of the flight and the $for baggage has been credit back onto your card We apologize again that you missing flight connectionWe hope to have the opportunity to welcome you onboard many future flights with Frontier Kindly, *** Customer Relations Frontier Airlines

Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.It is disappointing to hear that your have not been contacted by *** Master Card servicesOur Frontier Airlines Master Card program is
handled by *** (*** Bank Delaware)For your security, we do not have any access to your credit card information other than the number of miles sent to us from Master CardThis is a concern for which you will need to contact *** directlyPlease call their Customer Relations department at ###-###-#### to address your concerns.Respectfully,***Customer Relations SpecialistFrontier Airlines

12/13/04:PM Hello ***, Thank you for contacting us in Customer Relations regarding your recent travelsWe have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI apologize that because of this delay you
missed an important fundraiser, it is never our intent to inconvenience our passengers I'm sorry to hear that your experience wasn't as expectedYour description of how rude our agents were 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 repeatedFlight Delay My records indicate that your flight was delayed for about hoursWithin that time frame there were many emails and text messages sent to the passengers on this flight regarding this delaySome may have not received the text messages because they have opted outMost of this delay was due to weather and air traffic control, something that is uncontrollable on our endThis is no excuse for why many of the passengers were not updated properly, I do apologize for that Vouchers I have issued you two vouchersOne in the amount of $for the service you experienced and the other in the amount of $for fuel and baggage delayThese vouchers must be redeemed by March 12, 2017, but you do not have to travel by thenYou can book travel out as far as our calendars will allow *** Respectfully, this situation does not qualify for a refundAs per our policy, we do not refund for flown travel and baggageAgain, I apologize for this inconvenience to you and hope you will give us another chance to do better Kindly, *** Customer Relations Frontier Airlines

Initial Business Response /* (1000, 4, 2015/06/23) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Checked bags should be checked under the appropriate passenger's nameIf it does
get checked under another person in the same reservation, it usually does not create any issueHowever, as you experienced, if a bag is delayed the claim process can become complicated when the owner of the bag was not listed on the airline issued bag tagWe apologize that our agent at the ticket counter in Seattle did not correct this mistake when you pointed it out to him
When you deliberately lowered yourself to the floor prior to fainting our flight attendant may have mistaken this as intentional behaviorOur flight crew is responsible for keeping the aisles and galley areas clear for the safety of everyone on boardWe apologize that they didn't initially understand what you were doingIf in the future something like were to occur, please use your call buttonOur flight crews will usually have some ways to help you feel more like yourself without needing to leave your seat
We apologize for the delay of your baggage when you arrived in DetroitIn spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely mannerWe certainly apologize for any inconvenience this delay created for you
Our Central Baggage Supervisor *** did not see an open claim either your name of that of your travel companionOn June 17th she called you to discuss your baggage situation and was not able to reach youIf you still need assistance with your baggage or have any questions please call our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:am-4:pm Mountain time
We hope to restore your confidence on a future Frontier Airlines flight
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

02/16/04:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our ApologiesI appreciate the time you've taken to share your feedbackI wanted to express to you that the communication you
received about your flight *** from *** was incorrectI have reviewed the phone logs, and flight *** was not canceledI am sorry that your travel was delayed until February 11, Making it right I understand your frustration with the flight disruption and miscommunication you experiencedWhile I'm unable to refund for flown travel, in order to make thing right, $vouchers have been issued to you and each of your family membersThese vouchers can be used on future Frontier travelYour vouchers expire on Feb 15, 2018, 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 Your Feedback Matters! I apologize again for your past experience, but I highly encourage you to give us the chance to impress you on your next flightI'm confident your next flight will be a vast improvement! Regards, *** Customer Service Frontier Airlines

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 have a strict minutes cut off at the ticket counter and our kiosk, they both
close downOur kiosk time stamp indicates you attempted to check in at 5:for a 6:departure which is only minutes before your flight
You paid $for your bag on the outbound and $for a seat on your out bound flightYou were never charged for a bag or a seat for your return flight so we are unable to refund
We hope to see you on a Frontier flight again soon
Regards,
***
Customer Relations Specialist
Frontier Airlines

Dear Mr***, We are in receipt of your correspondence with the DOT and we welcome the opportunity to address your concernsFlights that have been flown are not eligible for a refund despite any delay they may have experienced, and we regret any misunderstanding surrounding this policyWe
are willing to review the call in question, were not able to locate the call from *** ***Would you please provide the number she called from along with a rough estimate of date and timeI await your responseKind regards, *** Customer Relations Specialist Frontier Airlines

02/02/04:PM Hi ***, I can understand your frustration with not seeing an error message while attempting to complete your bookingI have forwarded your remarks to our web design team for reviewI understand that you didn't receive onebut in the itinerary emails it says 100% of the time whether the card was accepted or declinedNext time if you make a booking and don't receive a confirmation email, please contact us as soon as possible and we'll send it right awayDay to day fluctuations in price are usually pretty small, but as you experienced the price can change pretty significantly over the course of days Kindly,***Customer Relations SpecialistFrontier Airlines 02/02/12:PM Hello ***, I'm sorry to hear that you weren't satisfied with my previous responseIt is up to the customer to enter the credit card information correctly and confirm that everything is correct on the itineraryPrices can change over the course of days from when you attempted to make the booking to when you called inRespectfully I am still unable to give you the old price in fairness to other passengersWe hope to welcome you aboard soon Kindly,***Customer Relations SpecialistFrontier 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,
*** ***

Hello ***, Thank you for contacting Frontier Airlines regarding reservation *** Your Credit I've looked over your reservation and found that you were issued a credit in the amount of $This is the full amount of your booking less the cancellation fees and the travel
insurance purchased through TravelGuard To redeem your credit, please go to www.FlyFrontier.com when you are ready to book travelYou will create a new reservation and continue all the way to the payment screenClick on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code: XXXXXX, and this email address: ***If applicable, a credit card will be required for any residual value Come Back SoonI apologize again for your past experience, and we look forward to welcoming you aboard a future Frontier flight Regards,Customer Relations SpecialistFrontier Airlines

12/24/12:PM ***,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI would personally like to apologize for the inconvenience and stress caused by the cancellation of your flightIt is never our intention to
delay or cancel flights as we know you have important things to do and places to be.This past weekend we experienced an unexpected amount of snowfall along with freezing temperatures in many cities across the country including our main hub of DenverThis weather caused major delays and cancellations and in turn these delays and cancellations had downline impacts on other flights causing crews to time out and stranding planes in different citiesThis was the reason for the cancellation of your flight.After reviewing your file I can see that you requested and received a refund for your flight. In addition to this refund, I have issued each member of your family a $travel voucher good for use on future Frontier flights. The Vouchers are valid until August 31, and I have attached instructions on how to redeem these vouchers to the bottom of this email. The vouchers are listed as follows:Once again I apologize for the inconvenience and stress caused by the delay and cancellation of your flightI hope you will accept my sincere apology and I hope you come back and give us another chance to serve you on future Frontier flights.Kindly,
***Customer Care SpecialistFrontier Airlines

04/12/03:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondPlease accept my sincere condolences for your loss. I understand your concern with the route reduction of the direct flight to
OrlandoAs customer service gesture a refund has been requestedThis will credit back to the card used for payment within business daysYour business is very important to us. We hope to have the opportunity to restore your confidence in our service onboard a future flightSincerely, *** Customer Relations Specialist Frontier Airlines

Complaint: ***
I am rejecting this response because:
This carrier has no integrityI arrived in Denver to sunny clear blue skies which cost me well over $The airline essentially states it could not follow though on its end of the bargain due to the weather from the night beforeThat is not my problemThey refused to offer any other flight optionsI will tell everyone I know to not use this airlineMy flight and seat was given to a am flight that had been delayedObviously other carriers didn't have any issues landing in Denver to clear sunny blue skies
Sincerely,
*** ***

I'm so tired of having to explain myself over and overFrontier failed to let me know that the flight was delayedI did not receive a single notification leading up to this tripAs soon as I found out it was delayed I booked another flight with ***There was well over an hour before that flight was to departI went to Frontier after I booked with *** to have my luggage changedThey refused to change my luggageIf Frontier would have had quality customer service at the airport that cared for a customer to be home to their family on time; ON CHRISTMAS, and put forth a little effort to retrieve my luggage, this issue would NEVER HAVE COME UP. This experience is one that I never wish to repeatAs a consumer, I have every right to question my treatment with your companyLeading up to this date it has been less than distastefulAlthough you say that this is being measured by weather delay and not lost time - that is where frontier is failingEvery person should be considered a "case by case" situationI am deeply disappointed in the way I have been treated, and it truly shows just how little Frontier cares about their customers I am thankful for companies like *** that truly appreciate their customers and hold them with the value they deserveAt this point I have realized that Frontier may save someone a penny, but the treatment is just not worth it. I actually have a tripped planned Saturday - 01/30/and just because of the last experience I had with Frontier I chose ***

Complaint: ***
I am rejecting this response because this is not acceptable and I have been treated poorly5)time involved with this in addition to my initial complaint is not sufficient.
Sincerely,
*** ***

09/28/10:AM ***, Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the Revdex.com and the DOT, and appreciate the opportunity to address your concerns. On behalf of Frontier
Airlines, please accept our sincere apologies for the inconvenience our flight disruption caused you on September 13, We are committed to providing our customers with a pleasant and enjoyable flight experience and we clearly fell short of this when you attempted to travel with us from San Francisco to Des Moines After further research our records indicate Frontier Airlines flight from San Francisco to Denver was delayed due to weather (High Winds) and a ground stop in San FranciscoThe most significant delay was due to weatherThis type of flight interruption caused by the weather also create delays with Air Traffic Control who regulates clearance for air travel As you know, severe weather can cause a great deal of challenges for our passengers and employees alikeWhile we strive to operate all flights as scheduled, we must follow ATC directive with regards to take off and landing I understand your frustration when you were advised you would not make your connecting flight to Des MoinesI understand why you felt the flight should have been held for your familyHowever, Holding a flight is, of course, beneficial for the delayed passengers however, negative consequences to other passengers and flights can occur throughout the days operations When a flight is delayed and a passenger misses there connecting flight, Frontier will put the passenger on our next available flightIf the passenger chooses to find alternate transportation on their own, Frontier is not responsible for incidentals or travel related expenses I understand when you're delayed a significant amount of time you feel you should be compensatedOur compensation is determined by the type and length of delayWe do not normally compensate passengers during weather-related delays, as weather is something that we are unable to controlHowever, our Reservation's supervisor offered your family $vouchers per passenger, as a Customer Service Gesture and you declined themYou were issued a refund of the flight you did not take in the amount of $I do understand that you feel you were entitled to more but, we can only refund you the amount paid to Frontier for your flight Please know that we do not intentionally cause passengers inconvenience by miss placing there luggageMy records indicate, a claim was filed with our Central Baggage Office (CBO) and this matter is being handled by that departmentPlease continue to work with them in regards to your lost items or reimbursement. It is through feedback such as yours that we are able to constantly evaluate our servicesWe appreciate your patience and hope to have the opportunity to welcome you aboard future Frontier Airlines flights, under more pleasant circumstances Sincerely, ***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/06/17) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We are disappointed to hear about the behavior you describe of our Reservation
Supervisor, OscarWe have high expectations of our employees and for training purposes; we have made your comments available to the customer service manager for internal review
I regret any confusion or misinformation regarding your nonrefundable ticketWhen you booked your original ticket via our website, you chose the Economy fare which is a nonrefundable ticketWhen booking online, our passengers must acknowledge that they have read and agreed to the Terms and Conditions of their ticket, prior to completion of their reservationThese conditions included a $change fee plus fare difference to make itinerary changes
Please know, when making reservations online, customers are acting as their own travel agent and responsible for entering, choosing and confirming their selections before and after purchaseCustomers are required to verify that they are ready to purchase the ticket as booked on two separate occasions prior to the actual purchase and entering their credit card number
Documentation found in your reservation stated that if you chose to cancel your reservation a $change fee would apply and a credit would remain in our system for one year from the date of issue and could be applied to a future reservationIt is also noted that upon rebooking a fare difference may applyWe found multiple areas of documentation in your reservation stating our policy on your refund requestAll documentation stated that a refund will not be provided as you purchased a nonrefundable ticket
According to our records, you made reservation on May 25, to travel between Chicago and Las VegasYou selected a flight departure from Chicago on July 28, and returning from Las Vegas on August 1, Reservation code PY4JRQ
Another reservation was made on May 27, to travel between Chicago and Las VegasYou selected a flight departure from Chicago on July 28, and returning from Las Vegas on July 31, Reservation code TD4N7U
Frontier's policy indicates customers may obtain a full refund for up to hours after the time of purchaseAfter hours have passed from the time of ticket purchase rules for canceling a ticket depend upon the fare purchased, and refunds will not be given for Economy ticketsRegrettably, the cancellation request was not done within our hour refund window therefore, a refund will not be provided
You can use a credit from a cancelled ticket toward the purchase of a new reservationPlease note that Economy fares must be cancelled prior to the departure of a flight in order to retain their value (less applicable fees)Failure to show for any ticketed flight will result in forfeit of the remaining value of the ticket
Due to the restriction on your nonrefundable ticket purchase a refund will not be provided nor will the change fee be waivedIn fairness to all customers, it is important for us to be consistent when it comes to following policiesWe understand that this may not be the answer you expected, and we are sorry to disappoint you
Sincerely,
***
Customer Relations Lead
Frontier Airlines

Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsWe apologize for the error, we have reinstated their miles*** *** has *** *** has We look forward to the opportunity
to serve them again aboard Frontier AirlinesRegards, *** Customer Relations Frontier Airlines

Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns*** is a travel search engine operated by the *** *** CorporationThey search travel sites, from online travel agencies to airlines,
hotel and rental car web sites and show you all the information you need to make the best travel decisionsPassengers click on what they are interested in and you are then linked up either directly to the airline or to a third party travel agency such as ***, *** ***, *** etcYou were linked up to *** to book your flightsPlease understand there are thousands of people pulling flights and reviewing flights, booking flights and releasing them back into inventoryWhen you went to purchase your flight, the $may have no longer been available because someone else may have pulled the last seat and then later decided they didn't want it and then released it and this is why it was back in inventoryPlease accept our sincere apology in which we are unable to grant your requestWe are sorry for any frustration this may have causedWe look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstancesRegards, *** Customer RelationsFrontier Airlines