Frontier Airlines, Inc.

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

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

06/06/04:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Apologies On behalf of Frontier Airlines, please accept my sincere apologies for the inconvenience our oversold
flight caused you and ***I understand this was an unacceptable inconvenience and regret the poor treatment and conflicting information you both received. We can do Better Unfortunately Frontier doesn't have agreements with other airlines for re-bookingI apologize that this information was convoyed to *** in an unprofessional way and that she had to wait so long for the next flightBe assured I have logged your description of how poorly things were handled and how upsetting it all was for *** What We Have Done $voucher was issued to *** and she should have received an email with a voucher number and information on how to redeemYou should have also received a check the morning of 6/2/in the amount of $While I recognize this does not change the time and inconvenience lost, I hope we can earn your trust in our services once again. *** Customer Relations Specialist Frontier Airlines

08/04/02:PM Hello ***,Thank you for reaching out to usWe have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI'm sorry for any inconveniences you have experienced due to your reservation changesI have taken the
following actions regarding your reservations: Because you did have a $credit for reservation ***, I have applied it to your new reservation, *** $was deducted from your credit, which means you still have $of credit still available to you until September 25, (see detailed instructions below) The $that was charged to your credit card for reservation *** has been refunded back to the cardThis should be reflected on your statement in the next few daysHere is some valuable information about your remaining credit balance: Although the credit must be redeemed by September 25, 2016, you do not need to actually travel by that timeFuture travel may be booked out as far in advance as Frontier's schedule allows The easiest way to apply the remaining balance to a purchase is to book travel through our website, www.flyfrontier.comOnce you get to the payment screen, simply click on the tab labeled, "Have Frontier credit? Add Frontier credit here." The confirmation number associated with the credit is *** Should you have any questions when making your next reservation, I encourage you to contact our Customer Service number for assistance: ###-###-#### I hope this helps and that you had a blast in Vegas! Kindly, ***Customer RelationsFrontier 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

Initial Business Response /* (1000, 4, 2015/07/16) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We apologize for the delay of your baggage when you traveled with us recentlyIn
spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely mannerOur records show your bag arrived and was delivered to you the following dayWe certainly apologize for any inconvenience this delay created for you
Our records show that our *** Baggage Supervisor *** has been in contact with you via phone regarding your delayed baggage situationHer latest update is that she has provided you with claim forms to complete and return to us
If we can be of further assistance, please don't hesitate to call us at: XXX-XXX-XXXX Monday-Friday 8:00am-5:00pm Mountain time
Kind regards,
***
Customer Relations Specialist
*** Airlines
Initial Consumer Rebuttal /* (3000, 6, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My bag was never deliveredI still don't know how I had a confirmation from *** but did not have a seat on the plane
Final Business Response /* (4000, 8, 2015/08/04) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
We apologize for any complications you experienced when checking in for your flight with FrontierWe are not able to move forward with a settlement for lost baggage until we receive completed claim formsIf you have any questions regarding your baggage claim, please don't hesitate to call us at: XXX-XXX-XXXX Monday-Friday 8:00am-5:00pm Mountain time
We appreciate your understanding
Kind regards,
***
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

12/24/11:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our RegretsFirst, I just want to say on behalf of Frontier, we are so very sorryWe’ve had hundreds of disrupted flights
over the past few days and we know this is 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.Weekend Weather EventLet me take a moment to explain as much as I can, why this happened. This last weekend we faced severe weather across the US, especially in ***And although the weather problem was short, it forced several delays and ultimate cancellationsWhile we tried continued to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn't successful get them where we needed themThis had a ripple effect that we are still seeing today and caused more delays and cancellations Our CommunicationsI can understand why you feel as though we were not up front about information on your flightThe honest answer is that we could have done a better job communicating with our front line team so that they could have provided more up to the date informationThey should have been empowered to tell you exactly what was happeningWe were impacted on such a massive scale, up to date information and decisions were moving very quickly leaving our communication confusing and often times inaccurateWe know that is unacceptable Re-accommodation Options Frontier does not have re-accommodation agreements with other airlinesWhen a cancellation occurs due to weather, the only options we have is to fly you on the next flight that has available seats or refund your fareUnfortunately, due to the holiday season, all flights were nearly full Cancellation Fee As all airlines we do charge a cancellation fee, however of course we waive that for situations such as thisI believe our system likely automatically charged you the fee because the one of your flights was still activeIf an agent did this for you then he should have caught thisI am glad it has already been reversed, however I am very sorry for the difficulties in reaching us these past few days Future Communications We are frankly swamped due to last weekends events and I greatly regret how long it has taken to respondNow that your incident has been assigned to me, just respond to my email and it will come directly into my box and not the waiting que Kind Regards, *** * Frontier Airlines

Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I apologies for any confusionYou purchased a Economy ticket which is non refundable and has a $change fee for any changes made to the
reservation
The value of your purchased ticket was for $minus the $change fee gives you a flight credit of $in reservation ***
From our web site: http://content.flyfrontier.com/travel-information/travel-policies
CANCEL A TICKET
VOLUNTARY TICKET CANCELLATION
Except for tickets purchased for travel within days (hours), all tickets may be cancelled for a full refund up to hours after the time of purchaseYou can request a refund at the My Trip section on FlyFrontier.com or through Frontier Reservations at ###-###-####.If it has been more than hours since you purchased your ticket, you may cancel your ticket at the My Flights section on FlyFrontier.com or through Frontier Reservations at ###-###-####
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 occurHowever, in fairness to all customers, it is important for us to be consistent when it comes to following policy
Regards,
***
Customer Relations Specialist
Frontier Airlines

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.)

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,
*** ***

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,
*** ***

02/17/10:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur 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 passengersAccording to notes, and various time stamps you were late to check-inI'm sorry you were unable to proceed as planned.Check-InIt really is a good idea to get to the airport at least hoursin 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 fee Refund Issued According to my research, as a one-time customer service gesture, you were given a full refund of your flight ($696.84) and your TWO $vouchers were reinstatedNormally, tickets are subject to forfeiture if you are late to check-in, regardless of purchasing The WorksAny changes to your reservation using The Works must be made hoursprior to your flight's departurePlease allow up to business for your refund to reflect on your account statement We look forward to the opportunity to serve you again aboard Frontier Airlines Kind regards, *** Customer Relations

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

***, 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

Response Email 03/14/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I would like to advise you that on the 8th one of our Centralized Baggage agents sent over
forms for you to fill out and submit back to herThat would be the steps in order to get this matter resolved Thanks, Customer Relations Specialist 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,
*** *** ***

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,
*** ***

They are ignoring my complaintI have been told the recording of the call does not exist, then I was told it does but I can't get a copy of itThey messed up on my reservation and need to give me my money back
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

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!