Frontier Airlines, Inc.

12/24/09:AM ***,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI personally like to apologize for the several delays and unprofessional customer service you encountered during your recent experience with Frontier
Airlines. I can assure you that this is not the typical experience we offer and I truly apologize for all of the delays, confusion and unprofessional behavior you experiencedThis past weekend we experienced an unexpected amount of snowfall along with freezing temperatures in many cities across the country including our main hub of ***This 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 multiple delays of your flights.During these delays we saw several back ups at gates all across the country and we have publicly apologized and admitted to our mistakes in terms of organization and communication. A public apology is one thing, but I would also like to apologize personally to you and your family.As far as the lack of communication and unprofessional customer service, here at Frontier Airlines we have made it our goal to become the number one rated airline in the industry in terms of customer serviceThis means we require all of our employees at every level to act in the most helpful, courteous, and professional manner at all timesIt is clear this was not the case during your most recent flight and for that I sincerely apologizePlease be assured that your comments are being forwarded to the appropriate supervisors and changes will be made in order to prevent something like this from happening in the futureWhile Frontier Airlines policy prevents us from refunding tickets where travel has been completed, I do believe substantial compensation is in order. I have issued all four members of your party $travel vouchers (total of $800) good for use on future Frontier flightsThese vouchers are valid until March 23, and I have attached instructions on how to redeem these vouchers to the bottom of this email. Once again I apologize for the inconvenience and stress caused by the delayed departure of your flight as well as the unprofessional customer service and lack of communicationI 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

01/10/09:AM Claim Limits and Procedures.PDF Hello *** ***, Thank you for contacting Frontier Airlines Central Baggage Service. We apologize for the damage to your checked bag when you traveled with us on December 26, In spite of our best efforts,
damages do occur because of the sheer volume of baggage and the mechanized hazards that each piece of checked items face. Damage complaints are taken at the airport baggage service office within hours of arrival for domestic travel so that an visual inspection of the item can be made. All Damage claims must be handled at the station. If you were unable to file a claim at the airport within hours of receiving your property we will not be able to file a claim at this time The agents that represent Frontier Airlines are the ones who make sure the bags are loaded onto the carousel so the passengers have access to their bags, as quickly as possible, after the flight. After all bags are loaded onto the carousel the agents then go to the carousel to answer questions and take damage or loss claims. I apologize if an agent was not available to you at the time your bag was retrieved from the carousel. In case an agent is not available you also have the option of calling our reservations department at 401-to make them aware of your damaged bag. This department is open hours daily and they will put a note in our system which shows you did contact us and direct you to the correct department so a claim can be made. I do not show any notes in your reservation There are other circumstances when Frontier Airlines does not assume liability for damaged items. Each airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions, of liabilityWe have attached a copy of Claim Limits and Procedures that pertains to Frontier's liability. This attachment shows that Frontier Airlines is not responsible for baggage wear and tear including scratches, small dents, rips and tears, soiling, torn, scratched or missing handles, telescopic handles, straps, zippers, wheel or wheel casings. We also are not liable for loss of, damage to, or delay in delivery of any perishables, liquids or fragile items which are unsuitably packed Unfortunately a damage claim was not made within four hours of travel and no notes were put into your reservation. Frontier Airlines is not able to take responsibility for this damage since we did not see the bag and it was not reported within hours of the flight. As a customer service gesture, we have authorized the refund of the $bag fee you paid us to service your bag. Please allow days to process back to the *** ending in *** If you have any further inquiries regarding your complaint, you may reach Frontier Airlines Central Baggage Service at: *** ***. Frontier Airlines apologizes for your damaged property and understand the inconvenience this may have caused youWe hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances Warmest Regards, *** Frontier Airlines Central Baggage Service Specialist *** *** FlyFrontier.com/CustomerRelations

Response Email 03/29/08:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I am sorry to hear that you experienced miscommunication in regards to extending your credit
shellWe do not typically extend credit shells past the expiration date but as a one time customer service gesture I will extend the expiration date for you Voucher I have issued you a Frontier voucher (XXXXXXXXXXXXX) in the amount of $Your voucher expires on June 29, 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 A voucher can be used towards a future flight with us just as a credit shell could have beenSince it expired I have issued you the voucher in the place of it Come Back Soon 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! Regards,Customer Relations SpecialistFrontier Airlines

Response Email 04/13/10:AM Hello ***,We have received your communication with the Revdex.comThank you for letting me know about the concerns you have with our Early Returns program regarding the mileage expiration date.Early ReturnsMileage in a member's account does not
expire as long as the member generates accrual activity every six monthsAccrual activity includes any positive addition to the accountThis can be done by traveling with Frontier to earn miles, use the Frontier MasterCard to earn miles with purchases, buy miles, or earn miles with partnersCredits expire after months without positive addition to the accountMembers may buy back expired miles for a fee of $per mile with a maximum fee of $up to six months from the mileage expirationCome Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airlineI'm confident your next experience with us will be a good one! Regards, Customer Relations SpecialistFrontier Airlines

Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsWhile booking with a 3rd party (***, ***, *** ***, etc) passenger have to click on terms of the flightBelow is from *** web
site, when you click on the Baggage fees it directs your to Frontier web site advising of bag feesBy clicking "Agree and Book," you acknowledge that: You will be charged $View Trip Cost Details(Opens in information layer) The trip cost includes your selected products/services and any applicable feesSome charges may appear separately on your debit or credit card statementYou agree to the airline's ticket terms and conditionsChanges to this ticket, if permitted, will incur change fees You agree to the fare rules and restrictions applicable for this fareInternational trips require special travel documentation for each travelerAircraft may require disinsection for insect controlBaggage fees are NOT charged at bookingYou acknowledge that federal law forbids the carriage of hazardous materials aboard aircraft in your luggage or on your personYou have read and agree to the *** booking terms and conditions which incorporate the privacy policyThis ticket is non-refundableI'm sorry this is not the reply you were hoping forWe look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstancesRegards, *** Customer Relations Specialist Frontier AirlinesTell us why here

Initial Business Response /* (1000, 5, 2015/06/02) */
Dear Mr***,
Frontier Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concerns
Frontier would like to offer our sincere apology with the difficulty in receiving
assistance with reporting and locating your delayed bagWe have filed a formal complaint on your behalf with the customer service management team
Please accept our sincere apology for the delay of your checked baggage when you traveled with us on May 20th, 2015, from Trenton, NJ to Minneapolis, MN
In 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 would certainly like to apologize for the day bag delay
As a customer service gesture, we have requested a refund of the bag fees paid which will be credited back to the original form of paymentPlease allow days for processing
We have contacted the Minneapolis management team in regards to the reimbursement of your interim expensesThey have confirmed that the interim expenses have been reviewed and a check was issuedThe check number is XXXXXX and was sent on Friday, May 29,
As a customer service gesture, we have provided a $travel voucher for a discount on a future Frontier flight
To redeem your electronic voucher, visit www.FlyFrontier.com and book your flightOn the "Purchase" page, select "Voucher", then enter the following voucher number: XXXXXXXXXXXXXXXXX
Please be sure your new ticket matches the name EXACTLY as shown below, or the discount may not be recognized
Last Name: ***
First Name: ***
Amount: $
Redeem by: 12/01/
Voucher Terms and Conditions
The voucher is:
Stored in Frontier Airlines database and can be applied towards the purchase of a new ticket for any Frontier flight
Only one certificate may be redeemed per ticket
The passenger is responsible for payment of any difference between the value of the certificate and the value of the ticket
Any remaining value after redemption is null and void
Changes may be made to your reservation after the initial ticketing; however, a change fee and fare difference may apply, depending on the type of ticket purchased
Valid for THREE (3) MONTHS from the date of issue and may not be extended
Nontransferable; must be redeemed in the name of the passenger ** whom it was issuedWhen redeeming online, the name on the new reservation must match the name on the voucher exactly: First Last (enter exactly as it appears on voucher)
Applied equally among all passengers ** the same reservation when booked online
The voucher cannot be:
Applied toward baggage fees, change fees, or other charges
Combined with any other voucher, promotion, or discount
Used with group travel
Redeemed for cash
For any questions regarding your certificate or to redeem, please visit www.FlyFrontier.com or contact Frontier Airlines Reservations at X-XXX-XXX-XXXXWe are open hours / days a week for your convenience
If we can be of further assistance, please don't hesitate to contact us via email at: ***@FlyFrontier.com, or by calling: XXX-XXX-XXXX Monday-Friday 8:00am-5:00pm 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 Supervisor
***@flyfrontier.com

Complaint: [redacted]
I am rejecting this response because:it’s simply horrible business and an awful representation of a company. At no point was I ever advised by anyone from Frontier Airlines that because I was flying “non revenue” that myself and my family didn’t matter as consumers or have rights. I’m extremely offended by Frontier Airlines actions and practices and have endured so much mental distress and emotional trauma something legally has to be done.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12794745, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Response Email   05/23/2018 05:39 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for contacting us about [redacted] and [redacted]'s flight delay experience on May 12, 2018...

when traveling from Philadelphia to Miami. I'm very sorry to hear that they missed their cruise as a result of the delay.   Your Request Respectfully, when travel is completed, we are unable to issue any sort of refund. Along with that, we are not liable for any incidental expenditures such as a cruise. For that reason, we are also unable to fulfill your request for reimbursement. I apologize for the inconvenience.   We Care About You I see that, as a gesture of apology for their experience, [redacted] and [redacted] were each issued a $150 voucher to use towards future Frontier travel. Their vouchers expire on May 22, 2019, but they do not have to travel in this time frame. Travel just has to be reserved before the expiration date. Further voucher redemption details are below.   [redacted] : XXXXXXXXXXXXXXXXXXXXX [redacted] : XXXXXXXXXXXXXXXXXXXXXXX   Come Back Soon I apologize again for the time lost and inconvenience, and I hope [redacted] and [redacted] will choose to use these vouchers towards a future Frontier flight. I'm sure their next experience with us will be a good one!   Kindly,    Customer Relations Specialist Frontier Airlines

Response Email   05/05/2018 04:30 PM   Hello [redacted],   I would be more than happy to help you in regards to this situation. I will need you to send in the email of the confirmation email that you received originally. Once I receive that I will be able to help you from there....

  Regards,Customer Relations SpecialistFrontier Airlines

Response Email   05/03/2018 07:46 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I apologize that you were not made aware of the expiration date of your Frontier Credit. We...

strive to make the terms of our credit as clear as possible, but that clearly was not the case here.   As an apology for the misinformation you received, I have extended your credit and applied it to your new booking for your upcoming trip to New Orleans under the reservation code XXXXXX. In turn, I have provided a refund in the amount of $38.40 back to your card ending in XXXX. Please allow 4-6 business days for these funds to reflect back in your account.   I apologize again for this inconvenience. We look forward to welcoming you aboard your flight to New Orleans next month!   Regards,Customer Relations SpecialistFrontier Airlines

Response Email   04/04/2018 10:41 PM   Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for letting me know about your experience on April 3, 2018 when traveling from Atlanta to Los...

Angeles. I'm really sorry to hear you were unable to board. Our ApologiesI'm sorry to hear how things turned out when you arrived at our gate check-in counter. Frontier has a strict 10 minute cut off and once a flight is closed, our agents are unable to reopen the flight to board passengers. It is never our intent to inconvenience our passengers and I'm sorry you were unable to travel as planned. Customer CareI can certainly understand you're wanting funds returned for a service that was not provided. I have researched your reservation to find a credit was issued on April 3, 2018 for $721.50. To redeem your credit, please go to www.FlyFrontier.com when you are ready to book travel. You will create a new reservation and continue all the way to the payment screen. Click on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code: XXXXXX,  and this email address: xxxxxxxxxxxxxxxxxxxx. If applicable, a credit card will be required for any residual value.What I Can Do I understand you are also asking for a refund for the return flight of your reservation. For a non-refundable reservation I can cancel the flight for a $99 cancellation fee, then issue the remaining balance back to you as a credit. Please let me know if you would like to proceed with this option. I will not make any changes to your reservation unless further requested by you.   We Hear YouFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than that. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated. Come Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airline. I'm confident your next experience with us will be a good one.Regards, Customer Relations SpecialistFrontier Airlines

Response Email   04/18/2018 10:43 AM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Safety Is Our PriorityAt Frontier, we are focused on providing a good experience to our...

customers and I know we failed to meet this commitment during your recent travels. Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed or cancelled due to this reason. Please accept my apology for the unexpected interruption. It's never our intent to disappoint our passengers.   We Want to Win You Back!Please know that we do value you as a customer. In an effort to make things right, each member of your party was issued Frontier vouchers in the amount of $200 each to use towards future Frontier travel. Your vouchers expire on 10/14/18 but you do not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details.   [redacted] XXXXXX: XXXXXXXXXXXXXXXXXX [redacted] XXXXXX: XXXXXXXXXXXXXXXXX  Your reservation does not qualify for a refund as you completed your travel. We Value Your BusinessThank you again for contacting us about your recent experience. I recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one.Regards,Customer Relations SpecialistFrontier Airlines

Response Email   03/31/2018 01:36 PM   Hello Anthony,   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for contacting us about your check-in experience on March 29, 2018 when attempting...

to travel from Orlando to Memphis. I'm really sorry to hear that you missed our 45 minute cut-off and had to pay for a rental car as a result.   Our ApologiesI'm sorry to hear how things turned out when you arrived at our check in counter. Frontier has a strict 45 minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggage. It 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 lines. It's for that reason that we require passengers and their baggage to be checked in at least 45 minutes prior to departure. It really is a good idea to get to the airport at least 2 hours in advance of your flight.   We Hear YouI understand it's frustrating that our counter agent could not accommodate your request for late check in, but there is no excuse for the behavior you described. We take these types of reports seriously and use them as training opportunities. Reimbursement Request I'm very sorry to hear that you faced the expenses of getting a rental car to make it back home in order to be on time for school and work. However, we are respectfully unable to reimburse for those expenses. I apologize for the inconvenience.   Refund Request Respectfully, in situations like these, we are unable to process refunds. However, as a one-time customer service gesture, I will be able to delete your missed flight and issue the value as a credit shell to use towards future Frontier travel. I will let you know once that credit shell has been established.   Come Back Soon I apologize again for the time lost and inconvenience, and I hope you'll choose to use your credit shell towards a future Frontier flight. I'm sure your next experience with us will be a good one!   Kindly,  Customer Relations Specialist Frontier Airlines

Complaint: [redacted]
I am rejecting this response because: I made it very clear I will never fly on this airline again.  Giving a customer $25 credit was not my request.  I would like a refund of my purchase price.  I have had to increase my medication after waiting an extreme amount of time in line which cost me doctor bills, and increased prescription costs.  It’s clear this airline has no concern for their customers.  
Sincerely,
[redacted]

Response Email   05/03/2018 05:38 AM   Hello [redacted],Thank you for contacting me about a refund for a cancelled flight on April 13th when traveling from Austin to Phoenix. I'm really sorry to hear about the flight disruption and customer service you experienced.Safety is Our...

PriorityI understand you're flying with us because you have somewhere to be. That's a reasonable expectation! Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed for unexpected but necessary maintenance. Please accept my apology for the unexpected interruption.  Refund & Reimbursement As stated in the letter, we want to help reimburse any extra cost of travel due to this delay. First, I will refund you a total of $42.30 for the second leg of your trip that was cancelled. Respectfully, I cannot refund the first leg of your trip as that flight was taken.   Secondly, if you did buy another plane ticket or were required to stay the night in Austin, then we can reimburse you up to $400 for the ticket and $150 for a hotel room. However, we would need itemized receipts displaying the date, the purchase, and your name. Please submit valid receipts along with a mailing address to send a check too. Once it is submitted and approved allow 4 to 6 weeks for the check to arrive. We Care About YouI hope you will reconsider flying with us in the future. Should you change your mind, your $200 voucher (XXXXXXXXXXXXXX) will remain valid until October 14, 2018. You do not have to travel within this time frame. Travel just has to be reserved before the expiration date. Further voucher redemption details are below.Come Back SoonI recognize this does not change the time lost and inconvenience, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one!Regards,Customer Relations SpecialistFrontier Airlines

Complaint: [redacted]
I am rejecting this response because I have not received a voucher.  I spent over $200 for a hotel room, and over $100 for rental.  I expect the voucher to be $300.
Sincerely,
[redacted]

Response Email   05/17/2018 07:03 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Refund You were issued a refund in the amount of $153.60 for the flight you missed. This was...

applied to your card ending in XXXX. Please allow 5-7 business days for processing depending on your banks practices.   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. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated. Your feedback has been logged for internal review by our Management Team for training purposes.Come Back SoonI apologize again and highly encourage you to give us the chance to impress you on your next flight. I'm confident your next experience with us will be a good one!Regards,Customer Relations SpecialistFrontier Airlines

Response Email   04/29/2018 04:08 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We understand that plans can change, whether this is intentional, or whether a flight is missed....

That is why we offer one of the lowest change fees in the industry. In the future, in order to have full flexibility and refundability, we suggest that you purchase The Works when you buy your ticket.   While we are respectfully unable to provide you with a refund of the change fee which you encountered, I could issue that $99 to you as a credit for a future booking with our airline. Please let me know if that would be a satisfactory resolution for you.   Thank you for bringing this to our attention.   Regards,    Customer Relations Specialist Frontier Airlines Response Email   04/30/2018 08:04 PMHello [redacted],Thank you for following up with me about your $99 change fee.While I would not be able to directly put you on a flight to Chicago in May, I could issue you a credit in the amount of $99, which you could use towards making a reservation with our airline for that flight.Please let me know if you would like me to do that for you.Kindly,Customer Relations SpecialistFrontier AirlinesResponse Email   05/03/2018 06:21 PM Hello [redacted],   Thank you for your patience while we worked to issue this credit to you.   I have issued you a credit in the amount of $99, as we discussed.   To redeem your credit, please go to www.FlyFrontier.com when you are ready to book travel. You will create a new reservation and continue all the way to the payment screen. Click on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code:(XXXXXX),  and this email address: xxxxxxxxxxxxxxxxxxxxxxxxx. If applicable, a credit card will be required for any residual value.   Please let me know if there is anything more I can do for you, or if you have any further questions or concerns.   Regards,    Customer Relations Specialist Frontier Airlines

Response Email   05/03/2018 06:59 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for contacting us about your flight delay experience on April 14, 2018 when...

traveling from Colorado Springs to Orlando. I'm very sorry to hear that your flight was delayed without any explanation and that the flight attendants were extremely rude. I would also like to apologize for the delayed response on our behalf.   Flight Information My research indicates that your flight was delayed due to a maintenance swap. I apologize that this was not explained to you. Delays like these are oftentimes unforeseen, but I still apologize that you experienced this. This is not the service that we strive to provide.   Our ApologiesI'm sorry to hear that your customer service experience wasn't as expected. Your description of the flight attendants acting as if the lives of the passengers are a joke is concerning and I can only assure you this is not the type of service we strive to provide. I'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 that. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated.   Refund Request While reviewing your reservation, I noticed that travel was completed after the delay. I am sorry about the disruption to your travel plans. It's never our intention to inconvenience our passengers. I apologize to inform you that we are unable to honor your refund request because travel was completed on the Frontier Airlines ticket. However, I do see that you and [redacted] were each issued a $50 voucher to use towards future Frontier travel. Respectfully, that is the most we are able to do in this situation.   Come Back Soon I apologize again for your past experience, and I hope it doesn't deter you from choosing to fly Frontier again. I'm sure your next experience with us will be a good one!   Kindly,    Customer Relations Specialist Frontier Airlines