Frontier Airlines, Inc.

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for letting me know about the flight disruption you recently experiencedThe decision to delay or cancel a flight is not an easy oneIt is
never our intention to disappoint our customers Our Apologies On behalf of Frontier, we are so very sorryWe had hundreds of disrupted flights over the weekend of December 17-19, 2016, and I understand this has been incredibly inconvenient and frustratingWe are focused on providing a good experience to our customers and we know we failed to meet this commitment to you Let me take a moment to explain as much as I can, why this happened. The weekend of December 16, 2016, we faced severe weather across the US, especially in ***Although the weather problem was short, it forced several delays and many cancellationsWhile we tried our best to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn’t successfully get them where they were suppose to beThis had a ripple effect that we saw for several daysI'm also sorry to hear that your experience at the ticket counter when you were asking for a refund wasn't as expectedYour description of how our agent reacted to assisting you 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 repeatedAs a company, with customers like you counting on us, we know that we failed youWe take this letdown very seriouslyWe know that we could have done better We Care About You You were provided a full refund for your roundtrip tickets in the amount of $to the credit card ending in 5283, which was the original form of payment It is important for us to keep good relationships with customers like youAlthough your flight was cancelled due to a weather issue, which is outside of our control, you and Joshua were each issued a $voucher to use towards future travelThese vouchers must be redeemed by March 20, 2017, but you do not have to travel within this time frame, travel just needs to be booked by thenYour voucher numbers are: *** *** - *** *** Winner - *** 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! Regards, *** Frontier Airlines Customer Relations

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

Response Email 08/09/04:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondPlease accept our apology for the flight disruption you experienced on 7/23/17. Safety is
Our PriorityI understand you're flying with us because you have somewhere to beThat's a reasonable expectation! Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed due to this reasonPlease accept my apology for the unexpected interruption 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 that. I apologize for the customer service you described at the airport while waiting for your flight. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated Flights that have been flown are not eligible for a refund despite any delay that may have occurredWe regret any misunderstanding surrounding this policy. While we're unable to provide a refund for any portion of your fare that was used, or provide reimbursement for other expenses. Along with our sincere apologies, we have issued an electronic voucher in the amount of $to everyone on the reservation, which can be applied towards your next Frontier Airlines flight.To redeem your voucher, visit www.flyfrontier.com and go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: ***: XXXXXXXXXXXXXXXXX ***: XXXXXXXXXXXXXXXXX This voucher must be redeemed by {10/22/17}, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows.We look forward to welcoming you aboard a future Frontier Airlines flight.Kindly,*** ***
*** ***

08/31/02:PM Dear *** ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Per our conversation, we are sorry to hear of the damage to your baggage when you travelled with Frontier Airlines
recently We have refunded both your $bag fees, and as a customer service gesture providing you with a $electronic voucher to be used on a future flight with Frontier If we can be of further assistance, please don't hesitate to contact us via email at *** or by calling ###-###-#### Monday-Friday 7:00am - 4:pm and Saturday, 8:00am - 4:pm Mountain time At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight under more pleasant circumstances Sincerely, *** Central Baggage

Complaint: ***
I am rejecting this response because: Not sure what you are seeing in my responsesLooks like you are not getting the entire textWell, as for the "savecode" I used it to book the ticket for which you credited the $50/- voucherSo I am presuming you have the dates I booked itThe saveicon came up in one of your promos and I clicked on it to book the ticket only to find out it did not apply the saving and also did not accept the vouchers I had.Don't know what else I can provideI was drawn in enticed to buying a ticket because of the code and therefore I feel it was a misleading promo to say the least
Sincerely,
*** ***

Tell us why here...Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for contacting us about your recent flight experience on December 19, when traveling from Houston to Las VegasI'm
really sorry to hear that the clerk was unable to find a member of your party and that you received bad customer service. Our ApologiesI'm sorry to hear that your cheexperience wasn't as expectedYour description of being told that you would have to buy a new ticket for a member of your party and that the issue would not have been resolved without insisting again and again 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 repeated.We Want to Win You Back!Please know that we do value you as a customerIn an effort to make things right, each member of your party was issued Frontier vouchers in the amount of $50 each to use towards future Frontier travelYour vouchers expire on March 23, 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. Dxxxxx Cxxxxx Fxxx: xxxxxxxxxxxxxxxxxxxxSxxxxx Cxxxxx Rxxxxx: xxxxxxxxxxxxxxxxxxxxGxxxx dx Sxxx Cxxxx: xxxxxxxxxxxxxxxxxxxxBxxxxx xxxxx Cxxxxx Mxxxx: xxxxxxxxxxxxxxxxxxxxRxxxx Mxxx Cxxxx: xxxxxxxxxxxxxxxxxxxx*** Rxxxxx: xxxxxxxxxxxxxxxxxxxxBxxxxx Sxxxx Cxxxxxx: xxxxxxxxxxxxxxxxxxxxDxxxxxxxx Vxxxxxx: xxxxxxxxxxxxxxxxxxxxCome Back SoonI apologize again and highly encourage you to give us the chance to impress you on your next flightI'm confident your next experience with us will be a good one!Kindly,Customer Relations SpecialistFrontier Airlines

02/20/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I apologize for any misinformation or confusion while trying to select The Works when booking an awards ticket and the agents
were not able to provide the correct information that The Works does not apply to award travel According to our website you would select your flights and when prompted by the Works pclick on "Save Now" to add the bundle to your purchase, you did not receive the pop up since The Works does not apply to mileage ticketsIt also states you can only get the Works when you purchase a flight on www.flyfrontier.com Respectfully, the bag fees are non-refundable Your business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight Kind regards, ***
*** *** *** Frontier Airlines

08/23/11:AM Dear Valued Passenger: Thank you for contacting Frontier AirlinesWe would like to apologize for your recent baggage issueOur records indicate that it is now resolved and your bag fee refundedIf this is not the case and you need further assistance please feel free to
contact our Central Baggage Office at *** *** ***Any agent that answers will be happy to assist youSincerely, *** Central Baggage Specialist Frontier Airlines

Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsAccording to our records Central Baggage Supervisor *** contacted you to discuss your situation on November 2ndBelow is her follemail
she sent you the same day
Dear Mr***,
Thank you for contacting Frontier Airlines
We apologize for the delay of your luggage when you travelled with us recently
Attached, please find claims for your delayed baggage claim:
Please print, complete and return the claim forms within days of your travel date to Central Baggage via US Mail (suggest traceable mail i.e., certified, priority, *** ** or something similar) or scan via email at: ***
We appreciate your patience as we trace for your luggage and will contact you with any possible matches we find
Sincerely,
***
Central Baggage Supervisor
Frontier Airlines
Please let us know if you have any additional questions
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I asked him to cancel it and then because I know that flight prices fluctuate if I could cancel online in the futureI would like the phone recording pleaseI also called later in the evening after noticing the flight was NOT cancelled and that representative told me I was minutes too lateMy phone records show, I was on the call for minutesPlease attach the phone recording from both callsI emailed you the time and date yesterdayThank you

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,
*** ***

Initial Business Response /* (1000, 4, 2015/07/12) */
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 *** a pleasant and enjoyable flight
experience and regret that we fell short of this when you arrived at the Des Moines ticket counter ***Frontier does have a strict ** minute cut-off policy and you must have your boarding pass ** hand and bags dropped by this timeAgents and kiosks are unable to print a boarding pass *** the cut-offBecause of the change made to your reservation you did not have a seat on the flightWe have high expectations of our employees and are disappointed with the behavior you described of our agentsFor training purposes; we have made your comments regarding the unprofessional service you received available to the station manager
In reviewing your reservation it appears that when booking on *** you made a change to the reservation online canceling the flight on *** and adding the flight for***You were emailed the first itinerary with the *** flight then emailed the change with the *** flightI apologize for any confusion when making your reservation, our reservations department is available 24/to assist with any booking questions you may haveRespectfully we would not refund the amount of the ticket purchased for the return flight
Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback
Your continued support is very important to usTherefore, we hope this isolated incident does not prevent you from flying with us in the futureWe hope to have the privilege of serving your future travel needs
Sincerely,
***
Customer Relations Specialist
Frontier Airlines

10/06/10:AM Dear ***, Thank you for writing us SchedulesI understand you're flying with us because you have somewhere to be at a certain timeThat's a reasonable expectation! I know changes to your plans can be frustrating, and although schedule changes are an industry practice, here at Frontier Airlines we make every effort to minimize these changesOften times, these updates are necessary for operational purposes, and at times, even reduce costs As a one time consideration, I would like to give you a full refund of your flight on October 11thWould that be something you would be interested in? Please let me know Kindly, *** Customer Relations Frontier Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution partially satisfies my requestThey have forwarded this message to me directly as well, to which I responded explaining that their proposed solution wasn't completely addressing my complaintTo the latter message I sent, they replied stating that they cannot do anything about itThe remaining of my complaint request will be handled by me not using the services from this business ever again.Thank you for your help with my case
Sincerely,
*** ***

01/05/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com For security reasons, we are unable to provide a refund to anything but the original form of paymentIf this refund was sent to a closed account, please contact your credit issuerThe transaction will be in their records, likely awaiting a decisionThey will be able to issue your refund to a viable method upon verification of your identity I hope this additional information helps, but if there is anything else we can do for you please do not hesitate to let us know Kindly, *** Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 6, 2015/12/22) */
Hello ***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Our Frontier Airlines MasterCard program is handled by *** *** ***
*** For your security, we do not have any access to your credit card information other than the number of miles sent to us from MasterCardThis is a concern for which you will need to contact *** directlyPlease call their Customer Relations department at X-XXX-XXX-XXXX to address your concerns
If you have additional questions or concerns, please contact us again
Regards,
***
Customer Relations
Frontier Airlines

10/11/12:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI apologize for the delay in responding to your request.I am sorry for any misunderstanding but the only you can accumulate miles in your
account by flying with us I suggest your friend open an account in his own name Your business is very important to us. We hope to have the opportunity to restore your confidence in our service onboard a future flight.Kindly,***Customer Relations SpecialistFrontier Airlines

Response Email 05/18/05:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for getting back to me regarding your recent experience on May 10, while
traveling from Denver to PortlandI am sorry about any confusion due to our kiosks, and I am thankful for the opportunity to assist you further Our Apologies Here at Frontier we work hard to ensure everyone knows what to expect before making their purchase with usI apologize that this was not your experience Third Party BookingWe have fully disclosed our pricing structure to all third party agencies, such as ***While they are required to share this information during the booking process, sometimes it's not as clear as it is on our websiteVisit Frontier for the most up-to-date and accurate policies Low Fare Done RightKeep in mind that Frontier is able to offer such low fares by charging for certain optional components of the travel experienceI know it seems odd, but by doing so, we can continue to offer very economical fare levels that allow our customers to travel more often What I Can Do As a customer service gesture for the experience you had with our kiosk, I have refunded you the $bag fee onto your card ending in XXXX on May 18, Please allow 7-business days for processing Voucher Per our last email, as a customer service gesture, I have issued you a $voucher that can be used for future Frontier bookingYour voucher expires on August 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*** ***: Voucher # XXXXXXXXXXXXXXXXXXXXX We Value Your Business I apologize again for your past experience, and I highly encourage you to use your voucher and give us the chance to impress you on your next flightI'm confident your next experience with us will be a good one.Kindly,Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/09/12) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I apologize for any confusion from our agents
You mentioned you had a copy of
your cell phone bill, please send a copy for review("I cancelled my flight prior to it's departureI have the phone records showing my call")
I await your reply
Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They just asked for documentationThey have not offered any solution
Final Business Response /* (4000, 14, 2015/10/11) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com
We are unable to honor your request, your $change fee will be waivedWe honored your request in using your ticket even though we were unable to pull the call as a customer service gesture
Regards,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 16, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The credit I was issued is the credit I was entitled to under your ticketing policies! Now I've wasted countless hours dealing with this and want the $fee waivedThe fact that you are unable to pull the call is yet another failure on your part not mineI showed that the call was made

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,
*** ***