Frontier Airlines, Inc.

06/17/02:PM Dear *** ***, 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 the delay of your
luggage when you traveled with Frontier. Our records indicate your luggage has been restored to you at this time If you have receipts for authorized covered expenses while your baggage was delayed, those can be e-mailed to us at: [email protected], 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 check Once your receipts have been received, we will forward your interim request to the station for follwith you If needed, you may reach the Milwaukee Baggage Service office directly at ###-###-####, with any inquiries regarding the interim expense reimbursement The Central Baggage Service Office has requested your $30.00 baggage fee to be processed for a refundThe refund will go back to the original form of payment, credit card ending ***Please allow days for processing If we can be of further assistance, please don't hesitate to contact us via email or by calling: ###-###-#### Monday-Friday 7:am-4:pm Mountain time Frontier Airlines appreciates your business and we look forward to serving you on a future Frontier Airlines flight, under more pleasant circumstances. Sincerely, *** Frontier Airlines Central Baggage Specialist

08/12/04:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Check-InI know first-hand that navigating an airport can be challenging, especially when there are long security linesIt's
really is a good idea to get to the airport at least hours in advance of your flightWe offer the option of checking in online hours prior to departure however you still must have your boarding pass in hand and bags checked by the minute cutoff For those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change feeI can see the flight did go out with open seats so the flight was not overbooked Respectfully, we would not reimburse other airline tickets for missed cutoff While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.***Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 8, 2015/08/06) */
Dear Mr***,
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 discomfort you experienced when your flight was
disrupted due to the weatherAir traffic control advises when each flight can proceed on the tarmacThey have all up to date weather information and contact each aircraft as to proceeding with weather conditionsI understand your concerns when you received the weather bulletin however they have control as to all aircraft arrival, departures and returnsUnfortunately, items such as strollers and baggage are subject to getting wet when being transferred during inclement weather
We have high expectations of our employees and are disappointed with the behavior you described of our flight crewFor training purposes; we have made your comments available to the Inflight managerThe Dulles station manager will also have your comment available
In reviewing your reservation I see you did receive your refund and able to apply your vouchers to new reservationsBecause the cancellation was due to weather compensation is not provided as this is not within the airlines controlI am sorry for any miscommunication that you would receive a call from upper managementOur Customer Relations department would handle any correspondence and I see you've been responded to by agent ***Information regarding how we handle these situations can be found on our website at http://content.flyfrontier.com/customer-service/customer-protectionsBelow is information provided on the website
Uncontrollable Situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, etc.)We truly regret that uncontrollable situations may interrupt your travelGiven their nature, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next Frontier flightAlternatively, if your flight is cancelled we'll provide you, upon request, a full refund of any unused portion of your ticket
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

Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondSafety 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 reason Records show flight *** on March 28th from, *** to ***, was scheduled to depart at pm and lifted off at pm for a hour delay. Please accept my apology for the unexpected interruption and any inconvience this may have caused Regrettably, Frontier does not provide compensation for missed events or time sent at the airportCompensation for a controllable delay starts after a delay of hours As a customer service gesture, you were each issued a $voucher to use towards future travelYour vouchers expire on 10/20/17, but you do not have to travel within this time frameTravel just has to be reserved before the expiration date*** ***, *** ***Come Back SoonI recognize this does not change the time lost and inconvenience, but I hope you will choose to fly with us again.Regards,Customer Relations SpecialistFrontier Airlines

Response Email 11/10/11:AM Hello ***, Thank you for getting back to usI am glad to further assist you Our Apologies I'm sorry to hear that your experience wasn't as expectedYour description of our agents is concerning and I can only assure you this is not the type of service we strive to provideI'm sorry that happened to youI am going to make sure our Reservation's Management Team hears your experience Customer Service is Key Frontier 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 As a gesture of apology for the customer service you received, I have issued you a $voucher to put towards a future Frontier flightWe are not able to give out free baggageI have shown your voucher number below:*** *** ***Your voucher expires on February 8th, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below.I 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***Just follow these simple steps to redeem your voucher:Visit www.flyfrontier.com and select your flightOn the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher. • It’s not redeemable for cash. • It must be booked within days from date of issue. Note: There are no restrictions on travel date. • It’s one-time use, meaning there will be no remaining value after redemption. • It may not cover the entire value of the purchaseAny remaining balance due must be paid by the customer. • It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued. • The name on the new reservation must match the old reservation exactly. • It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges

Response Email 08/17/01:PM Hello ***,We have received your communication with the Revdex.com. Thank you for letting me know about your experience at the airport on July 29, when traveling from *** ** ** ***I'm really sorry to hear that you and your
daughter were unable to take the flight.Our ApologiesI'm sorry to hear how things turned out when you arrived at our check in counterFrontier has a strict minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageIt is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned.Check-InI know firsthand that navigating an airport can be challenging, especially when there are long security linesIt's for that reason that we require passengers and their baggage to be checked in at least minutes prior to departureIt really is a good idea to get to the airport at least hours in advance of your flightFor those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change feeMy records show that you tried to use our kiosk to check in minutes before departureThey also show that your reservation does not have an email address so we were unable to send you the hour check in email.We Hear YouI understand it's frustrating that our kiosk agent could not accommodate your request for late check in, but there is no excuse for the behavior you describedWe take these types of reports seriously and use them as training opportunities.Thank you for letting us know how we can improve.Kindly, *** *** ***
*** ***

Initial Business Response /* (1000, 6, 2015/10/14) */
Dear Ms***,
Thank you for contacting Frontier Airlines Central Baggage
We apologize for your damaged baggage, when you traveled with us on September 22, In spite of our best efforts, damages do occur because of the sheer
volume of baggage and the short transfer timeDamage reports are taken at the airport baggage office within hours of arrival, so that an inspection of the bag can be made, as you indicate reporting
There are circumstances when Frontier Airlines does not assume liability for baggage issuesEach airline has a Claims Limits and Procedures filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions, of liability
Frontier Airlines appreciates your business and apologizes this inconvenienceWe realize how important you are to our future and we value your continued support
Sincerely,
***
Central Baggage
P: XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not offering to fix my stroller and car seat! I believe they should fix it at there expenseI want my $dollars back for a new stroller and car seat, I will never be flying on frontier airlines againI also had reported damage right away within the hours, maybe you should have better customer service peopleThey never said we have to report it at the airport!
Final Business Response /* (4000, 10, 2015/10/28) */
PM Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
According to ***'s notes you have submitted pictures of your damaged car seat and strollerCentral Baggage will settle with you directly
Please let me know if you have any additional questions
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (2000, 12, 2015/11/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have remburised me for the damage to my stroller and car seat

Complaint: ***
I am rejecting this response because: this was not how this promotion was stated when I applied for credit card I was sent a response to email and received an apology for misunderstanding and $vouchers The vouchers were a "nice" gesture, I still feel they did not honor what was stated when I signed up for the credit card
*** ***

Complaint: ***
I am rejecting this response because: the individual that is responding telling me that reimbursement isn't an option because they provided me with another flight the next day, which they were supposed to do because they closed the gate early and now they're saying that a manager confirmed that the doors closed at 11:49pm which isn't the truth because at 11:I asked the gate agent to call a manager because they closed the door early and one never cameThe airline is trying to offer me a $voucher with them but that doesn't work for me because I won't ever fly with them again because of their lack of professionalism and negligence.
Sincerely,
*** ***

02/18/08:AM Dear Mr***,As a customer service gesture I can do one of two things***'s ticket value was $227, I can issue a voucher in ***'s name for $($change fee - $227) or I can issue a voucher in your name for $($change fee + $name change -$227).Please advise what voucher you prefer.Regards,***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/09/19) */
Dear Mr***,
We are in receipt of your correspondence with the Department of Transportation and the Revdex.comWe appreciate the opportunity to address your concerns
Please accept our apology for the flight disruption
you and your family experiencedThe decision to delay or cancel a flight is not an easy oneWe have a team of specialists who continually monitor our entire system and make decisions regarding irregular operationsThey decide the best possible arrangement for all involved, given the circumstancesIt is never our intention to disappoint our customers
Flight *** from Dulles on July was cancelled due to maintenanceDuring times when we are experiencing cancellations due to mechanical related issues, Frontier Airlines assists passengers with making changes to their reservation and taking care of the expense of hotel accommodations and mealsWe do compensate passengers during mechanical related delays, as you and your family were compensated $200, which is our maximum compensation
We do not reimburse for *** parking fees, pet fees or other airline bag feesOur records indicate a check was issued in the amount of $for hotel and mealsTwo refunds in the amount of $and $a total of $for bag and seat fees
Please accept our sincere apology in which we are unable to grant your requestWe regret that you feel that this was not enough, and are sorry for any frustration this may have caused
We hope you understand that safety for our passengers and crew is always our number one priority and 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
Initial Consumer Rebuttal /* (3000, 8, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their policy assertionsThe pain and headache my family was subjected to is not acceptableIf we had been independent adults, we would have costed Frontier more than 4x the amount of expense we incurredWe were careful and incurred only those expenses that were required as a consequence of Frontier's failures
We should be paid the minimum of our expenses ($377.94) OR the coverage of independent adults ($711.41), whichever is smaller
To date, Frontier is not taking into account that our travel expenses were reduced as we were traveling as a familyThe are taking advantage of our relationshipThey are discriminating against families
To date we have been paid only $of the $we are rightfully owedI ask once again that Frontier do the right thing and reimburse the $we are owed
The vouchers they have provided are unacceptable given the school schedules of my minor childrenThus they have no value to our family
The requested expenses are reasonable, given the situation
Thanks,
*** ***
Final Consumer Response /* (4200, 12, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The management approved guidelines must be altered because they discriminate against passengers traveling as families
Final Business Response /* (4000, 14, 2015/10/18) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
I'm sorry you're not 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 guidelines of compensation, located under our guest commitment:
http://www.flyfrontier.com/customer-service/customer-commitment
Although we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation
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

10/17/08:PM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns We're sorry that you are disappointed 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 remain consistentAs mentioned, we are unable to honor your request for a refund as travel was completed on the Frontier ticketAlthough we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situationYour compensation will remain in our system for redemption until it expires on January 1st, Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows Thank you for choosing Frontier as your travel partner, we hope we can welcome you on a future Frontier flight again in the future Sincerely, *** 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 is satisfactory to me
Sincerely,
*** ***

06/14/10:AM Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. As we discussed in our earlier conversation, we are continuing to search for your bag and have escalated the search effort
to include other airlines and airports. In the unlikely event that we are unable to locate your bag, we want to begin the settlement process. I sent you claim forms for you to fill out and return back to us within days. Once we receive your claim forms we will be the settlement process while we continue to search for your bag. As discussed, if you have any questions or concerns during this process, please do not hesitate to contact us at ###-###-#### Thank you for your patience and cooperation while we continue to search for your bag Respectfully,
***

Complaint: ***
I am rejecting this response because: this information was not posted via Google Flights where I purchased the ticketThe service representative from the airline did not even address this site or verify that this was the case
Sincerely,
*** ***

12/16/09:AM Dear Mrs***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Per my conversation with your husband earlier this week, we are happy to review any additional receipts you have the support this claimHowever, we have reviewed the documentation previously submitted and conclude that you have been compensated accordingly as mandated by our Contract of Carriage Should you have further questions and/or concerns, please feel free to contact Central Baggage at ###-###-#### Sincerely, *** CENTRAL BAGGAGE SPECIALIST Phone: ###-###-#### ***
***

Dear Mr***, We have received your rebuttal as submitted to the Revdex.comOur records indicate you arrived minutes before departure, there was not a lineAll passengers must have their bags checked and boarding pass in hand at the minute cut offWe are unable to honor your requestRegards, *** Customer Relations Specialist Frontier Airlines

Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We apologize for any confusion, we advise passengers to be at the gate minutes before departureOur operations report indicates our
flight pushed from the gate at 8:pm
Here is a link from our web site: https://www.flyfrontier.com/travel-information/at-the-airport/
Our records indicate your were refunded was set up in full for your flight to credit card ending in *** and bag fee to credit card ending in *** on December
We look forward to the opportunity to serve you again aboard Frontier Airlines
Regards,
***
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 8, 2015/05/25) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I am sorry that the unsubscribe link didn't process your requestI have forwarded
your information to our Email Administrator to manually unsubscribe your email address
Please let me know if I can be of further assistance
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 10, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint indicated that I needed A COMMITMENT, IN WRITING, THAT MY EMAIL ADDRESS WOULD NOT START GETTING THE ADS THE NEXT TIME I USE IT TO MAKE ANOTHER RESERVATION WITH FRONTIER
THIS WAS COMPLETEY IGNORED IN FRONTIER'S RESPONCE
Final Business Response /* (4000, 12, 2015/06/11) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
When passengers *** at FlyFrontier.com they are automatically opted into our email programUnfortunately, we are not able to accommodate your request for a written commitment that you will not be enrolled if you book with us againHowever, I can assure you that the error you previously experienced with our unsubscribe link has been correctedIf you were to book with us, you can easily be permanently removed from our database again
We appreciate your understanding
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (2000, 14, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this response BUT I am asking the Revdex.com
to keep this complaint available to reopen....I will be making another reservation with Frontier in the next few months and, IF THE UNSUBSCRIBE OPTION,
ONCE AGAIN, DOESN'T WORK, I would ask the Revdex.com to again add the complaint to their active and public
website

03/01/02:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondMy name is *** and I will be handling your concern from this point on. First let me express how disappointed Frontier is for any
misunderstanding that may have occurred with your account. Your account did go months without any accrued activity so it is expired per the terms of the agreement. However, I will do some research to see if there is something I can do from a Customer Relations stand point to help you outIf I need to talk to you, would it be ok to call? If yes, could you please provide me a goo day time phone number and a timeframe that would not be disruptive. I am in Denver, CO so I am in the Mountain Standard time zoneRespectfully, *** Customer Relations Specialist Frontier Airlines