Frontier Airlines, Inc.

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

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondMy Apologies We understand your disappointment in not being able to use your miles for the time you had in mindWe are continuously adding new dates and times
to your destinationsTravelMarch is a high volume travel time due to spring breakSeats during this time tend to go very fast, and are limitedPlease continue to check our web site for newly released information for your destinationwww.flyfrontier.comThank you for being a Rewards Member, we look forward to the opportunity to serve you aboard a future Frontier flightSincerely, *** Customer Service Frontier Airlines

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

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: ###-###-#### ***
***

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,
***

Response Email 04/10/07:PM Hello ***,We are disappointed that you are not satisfied with our position 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 consistent Thank you for submitting your receipt for your hotelAs stated before, vouchers cannot be redeemed for cash and can be used for future flights, not existing flights.ReimbursementWe want to assist with the additional cost incurred due to the flight disruption you experiencedYour reimbursement has been requested in the amount of $This covers the one night stay at the *** *** Your reimbursement check will be sent to: *** XXX, XXXXXXXXXXXXXXXXXX, XXXXXXXXXXXXXXPlease allow 4-weeks for processing and delivery.Come Back SoonI recognize this does not change the time 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, Customer Relations SpecialistFrontier Airlines

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 ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondPurchasing Bags We charge for bags per directionYou each paid for a carfor both directions on your flightHere is the math for the bags: Flight *** from
*** ** ***, 9/1/$for each bag (carry-ons/ per passenger) Flight from MCO to DTW, 9/6/$for each bag (carry-ons/ per passenger)) There was no purchasing error made on this reservation. During the booking process or just on My Trip, it asks you if you how many bags you want for each passenger on each flightYou only purchase one set of bags on August 31stI am sorry that you were unaware that we charge for bags each direction Come Back Soon I appreciate the time you've taken to share your feedback with usWe value you as a customer and look forward to serving you aboard a future Frontier Airlines flight Kindly, Customer Relations Frontier Airlines

02/09/07:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for contacting us and we apologize for the delay in our responseFirst, I just want to say on behalf of Frontier, we are sorry
At Frontier, we are focused on providing a good experience to our customers and we know we failed to meet this commitment to you on flight *** from *** *** to *** ***. On December 17, we faced severe weather across the US, especially in ***Although the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several daysWe know you were counting on us and we take letting you down very seriouslyPlease be assured that we are working swiftly, at the highest levels in our organization, to ensure that, in the future, we make good on our commitment to provide a seamless flight experience. RefundMy research shows that a refund in the amount of $was issued to your card ending in on December I'm sorry that the previous agent didn't advise that you would not be receiving a full refundI show that you and your family flew with us to *** *** and because refunds cannot be issued for completed travel, you were only refunded for the flight that was cancelled. Reimbursement I'm sorry you incurred additional expenses due to the recent flight disruption you experiencedI understand the inconvenience this has causedWe're unable to reimburse for expenditures like the ones you described because we are simply limited in our capacity to provide compensation to passengers affected by cancellations due to weatherWe 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 $each to use towards future Frontier travelYour vouchers expire on May 9, 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. *** *** ***
*** *** ***
*** *** *** Thank you again for contacting us about your recent experienceI recognize my response to you does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one. Regards, ***Customer Relations SpecialistFrontier Airlines

I am rejecting this response because:-They will do nothing to correct their associate antisemitic and unprofessional behavior -I do not want to use their pathetic airlines again, so their voucher is worthless -The breach of contract by blocking my reservation for two days caused me to buy another air fair, loss of work , and missing the construction meeting just because the supervisor in charge was trying to cover up for her associate misconduct and may be something illegal
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have attached an email I received on November 7, stating that I would receive a credit for my requested miles within business daysI was told by *** with Frontier on November 14, that I received this email confirmation in errorI will not be credited the miles afterallFrontier Airlines sure knows how to pack dirt in a woundThe $voucher does not cover 20,miles that I'm requestingI am very dissatisfied with this resolutionFrontier Airlines promotes a Master Card offer with a bonus of 40,free miles, equivalent to round trip ticketsThe issue is that this only applies to some trips, some dates, to some areasIt's so limited that it's promotional advertisingIt's scam-like behaviorI only purchased the card for $annual fee for the free round trip ticketsI only got one free round trip ticket and had to cut my trip short from days to days because of the non-transparent black out datesTheir initial resolution was that I pay $to cancel the tripTheir second resolution was to cancel my trip for freeTheir third resolution was to give me a whopping $voucher instead of staying true to the message I received on November 7, stating I would be credited my 20,miles. So I will take my monthly flying to another airline such as Southwest, Virgin America, Jet Blue or United because they do not have questionable business practices, advertising, nor poor customer serviceI believe until I'm credited my 20,miles, this complaint remains unresolvedI will simply take my business elsewhere until this matter is resolved.
Sincerely,
*** ***

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. While I DO NOT find this resolution satisfactory, I need to receive reimbursement at least partially for the incurred expenses which I have not received to date. For that reason, I accept the response for the time being and I will be pursuing other avenues to resolve the outstanding issues
Sincerely,
*** ***

Initial Business Response /* (1000, 9, 2015/07/12) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address you concerns
Please accept my apology for any inconvenience you and your family experienced when
traveling with us from Philadelphia to Atlanta and returningWe are sorry for the delay of your ***, flight and the stressful day that followedThere was a large scale System wide disruption early in the day due a major national weather service server outage, which is prevented all aviation weather from being disseminated to all carriersThis delayed flights early in the day which then delayed flights for the entire dayBecause this was an uncontrollable delay compensation is not providedRespectfully we would not refund tickets that are used
You can find updated flight information on our website under the "Flight Status" tabWhen booking directly with us you sent an email to sign up with Trip Case for flight informationMany *** party agencies have an flight update systemI'm unsure of what might be available with the agency you booked with
I'm very sorry your car seat did not arrive with youAgents you filed the claim with will contact once they have information, please be assured your comments will be forwarded to the Atlanta station *** regarding the lack of follow up providedWe will also forward to our Philadelphia station*** your comments regarding the unprofessional manner in which the agent addressed you when inquiring about your bags not making the flightI have refunded the bag fees paid for the return flightThis will credit back to the card used for purchase in approximately * business days
In reviewing your information I can see that you have been in touch with our Central Baggage office and they advised of sending the receipts for reimbursement
Your continued support is very important to usWe certainly hope to have the opportunity to restore your confidence in our service
Sincerely,
***
Customer Relations Specialist
Frontier Airlines

(The consumer indicated he/she DID NOT accept the response from the business.)
It is not what I agreed toYour agent offered me something elseI understand I have a credit
What I'm being told by you, ***, who represents Frontier Airlines, is that your agent and I made an agreement to partially refund my credit card and Frontier chooses not to honor thatIs this correct?

Initial Business Response /* (1000, 6, 2015/09/10) */
Dear ***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Our records indicate that your medical document has been reconsideredThe itinerary has
been cancelled and a credit in the amount of $was stored under the existing reservation for future useFare difference will apply at time of rebookingThe remaining credit on the reservation is valid for days from the date of cancellation, September 08, Travel must be rebooked by that date, but may be scheduled beyond that date to any destination serviced by Frontier Airlines
Here is a link from our web site advising of our policy and procedures: EMERGENCY EVENTS - TICKET CHANGES AND REFUNDS
http://content.flyfrontier.com/travel-information/travel-policies
We are unable to honor your refund request
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again
Kind regards,
***
Frontier Airlines
Customer Relations
Initial Consumer Rebuttal /* (2000, 8, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 4, 2015/06/23) */
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 regarding applying a voucher to your payment and then
cancelingThe Economy fare is non refundable fare so when cancelled you would have one year from the date of issue to rebook with the balance less any fees and fare differenceA $voucher has been issued to you for the cancelled reservation H28QJI which no longer holds any creditThe voucher number is below and expires *** 19, Terms and conditions below
*** *** XXXXXXXXXXXXXXXXX
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
Terms and Conditions for Electronic Travel Certificates:
-The passenger ** responsible for payment of any difference between the value of the certificate and the value of the ticket
-Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased
-Valid until *** 19, and may not be extended
-Nontransferable; may only be redeemed in the name of the passenger ** whom it was issued
The Certificate cannot be:
-Applied toward the purchase of Travel Insurance
-Used with group travel
-Redeemed for cash
Other conditions may apply
Initial Consumer Rebuttal /* (2000, 6, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they have issued me a $voucher valid for use within one year until 05/19/

***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsAgain, our Accounting Department has confirmed that the transaction was not approved by your bank, so Frontier was never in possession of your fundsWe hope that you will be able to resolve this situation with your bankKind regards, *** Customer Relations Specialist Frontier Airlines

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** My problem is I talked to representatives and I have there names and id numbers if you need that and they both told me my package would be freeI would appreciate if this were honored! I could see if it was just one person but it was and I got there information just in case something like this happened!

Initial Business Response /* (1000, 4, 2015/06/25) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Please accept my apology for any inconvenience you experienced when your December
28, flight from Chicago was delayedWhen we have a controllable delay any compensation provided is based on the length of the delay not the purchase priceFor delays over hours a if you choose not to travel a refund can be requestedTickets that are used/flown are not refunded
Vouchers are valid for months from the date of issueYou do not have to travel by this date just book a new reservation applying the voucherThe terms and conditions of vouchers are provided in the email when sent advising of the expiration dateWe remain consistent with our policies
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