Frontier Airlines, Inc.

Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsWe apologize for any confusionAccording to the notes in your reservation, it was only one carry on bag that was in questionNotes state a
refund was requested for the 2nd carry on bagFrom our web site: https://www.flyfrontier.com/travel-information/baggage/ Carbag charges vary based on when you purchaseCarbags can be no larger than 10” tall, 16” wide, and 24” long (including handles, wheels, and straps) and no heavier than poundsCarbags must fit in the overhead binEarlyReturns Elite members always receive a free carbag in addition to the personal itemCarfees are non-refundableAs a customer service gesture we have set up a refund for one $carry on bag to go back to credit card ending in We value your business and hope to have an opportunity to restore your confidence in our service on boardRegards, *** Customer Relations Specialist Frontier Airlines

01/16/04:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond As stated in our previous response on January 08, 2017: 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 your 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 I can understand why you feel as though we were not upfront about information regarding your flightThe honest answer is, we could have done a better job communicating with our front line teamThis would have enabled them to provide more accurate informationThey should have been empowered to tell you exactly what was happeningWe were impacted on such a massive scale, decisions were moving very quickly leaving our communication confusing and often times inaccurateWe know this is unacceptable Canceling flights is a very tough decision that we don’t take lightlyOur goal is to complete all flights and get you to your final destinationWe exhaust every option we have before we make the decision to cancel a flightWe know we could have done better communicating this, providing you options and information in a more convenient mannerI'm really sorry you weren't provided with information soonerWe appreciate your understanding, and hope to service your travel needs under better circumstances in the futureWe want to win you back! Please know that we do value you as a customerIn an effort to make things right, please accept this voucher (***) in the amount of $each to use towards future Frontier travelYour vouchers expire on [04/08/17] 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 Specialist Frontier Airlines

Response Email 09/30/05:PM Hello ***,Thank you for letting me know about your boarding issues on September 24th when traveling from *** to ***I'm really sorry you felt our staff were unable to assist you.Our ApologiesI'm sorry to hear how things turned out when
you arrived at our check in counterFrontier has a strict minute cut off for cheand 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 plannedThird Party BookingWe work hard to ensure everyone knows what to expect before making their purchase with usWhen booking directly at Frontier Airlines there are multiple pop-ups that disclose all anticipated fees as well as information regarding boarding before getting to the payment pageI'm sorry you did not have the opportunity to review expected costs and policies before making your purchase with a third party booking agencyWe make sure to provide all information to these agencies regarding bookings, I apologize you were not fully given this informationCheck-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 fee Refund/Credit We are not able to honor your request for a refund of the fareOnce purchased, tickets are non-refundableAlthough we are unable to refund the $we are able to provide you a credit for this flight in the amount of $XX.XX to use on future flightsThis credit will be made available to you in 3-daysYour credit expires on December 30th 2017, but you do not have to travel within this time frameTravel just has to be reserved before the expiration date Credit Redemption To redeem your credit, please go to www.FlyFrontier.com when you are ready to book travelYou will create a new reservation and continue all the way to the payment screenClick on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code:(XXXXX), and this email address: [email protected] applicable, a credit card will be required for any residual valueSee You Soon!Thank you for letting us know how we can improve, we look forward to having you onboard a future flight.Regards,*** *** ***
*** ***

Dear Mr ***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Frontier Airlines recommends customers arrive at least two hours or more prior to departure timeBecause of the vital paperwork that our
ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of minutes prior to the scheduled flight departure for domestic flights, and minutes for international flightsPassengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees
The kiosk is programmed to stop checking in at the minute cut off and give a message: "Your flight is boarding soonPlease proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the minute cut offYou must have your boarding pass in hand at the minute cut offWe advise this while making your reservation as well as in your emailed receiptWe understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure
Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have causedWe are disappointed that you may not be 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 policy and guidelines of our minute cut off time
Regards,
***
Customer Relations Specialist
Frontier Airlines

02/03/11:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.First, I just want to say on behalf of Frontier, we are sorryAt 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 *** ***.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 of your unused flight was issued in the amount of $to your card ending in on December 23rdWe are unable to refund the outbound portion of your ticket because it was used. I'm sorry you incurred additional expenses due to the cancelled flight, due to weatherI understand the inconvenience this has causedWe do not compensate passengers during weather-related cancellations for other travel arrangements, as weather is something that we are unable to control Our ApologiesI'm sorry to hear that your experience calling our reservations department wasn't as expectedYour description of the unprofessional behavior 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 you.Customer Service is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeatedWhat I Can DoPlease know that we do value you as a customerIn an effort to make things right, you were issued a Frontier vouchers in the amount of $to use towards future Frontier travelYour voucher expire on March 20, 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 again.Regards,***
*** *** ***
*** ***

06/23/11:AM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns My records indicate that both the requirements were not met, however as a one-time customer service gesture we have issued the 40,bonus miles to your accountThe miles should deposit in you next billing cycle around July 6th Thank you for your patience in this matter and thank you for choosing Frontier *** ***
***
*** *** ***
*** ***

01/13/03:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond As we explained to you in our email to you on 12/20/16, severe weather across the United States forced several delays and
cancellations that continued for several days. Airlines track the arrival, departure, delay and cancellation of every flight in every market it serves and these are the official records that get reported to federal regulators. According to these records, your flight was cancelled due to the weather storm. We consult these records to determine the type of compensation that is available to our passengers when adverse conditions arise When delays or cancellations occur due to uncontrollable situations like adverse weather, we do not offer compensation beyond the re-accommodation on the next available Frontier flight. .Alternatively, if your flight is cancelled, we'll provide you upon request, a full refund of any unused portion of your ticket My research shows that a refund in the amount of $was issued to your credit card ending in *** on 12/22/16. In addition, as a customer service gesture, we also issued $travel vouchers for your party which can be used for future Frontier travelHowever, we are very sorry that you had to purchase necessary items because you bags arrived late. Please send me the receipts for the items you had to purchase to get by until your bags arrived. We are unable to issue any compensation for the other airline tickets you purchased or for the gas and parking expenses you incurred I will look forward to hearing back from you with the receipts for the supplies you purchased Best wishes, *** Customer Relations Frontier Airlines

08/11/12:PM Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.***The response sent to you on August and 5, 2016, represents the resolution for
this concern, also submitted to the DOTHere is a copy of that correspondence: Our Economy fare is unbundled and allows passengers the ability to only add on what they want includedIf you would like more benefits included in the initial price you may add on The Works program which includes no change fee, a pre-assigned seat assignment, carry on bag and moreMore information can be found online at: http://content.flyfrontier.com/ways-to-save/the-works.All of this information is provided prior to booking, in addition to our website, www.flyfrontier.com, online and kiosk check inWe want each passenger to choose what works best for their lifestyleSince the fees were applicable, it cannot be refundedPlease know it is stated on *** that baggage fees will apply in addition to your fareBag fees (***)Estimated baggage fees charged by Frontier Airlines (Please confirm with airline)Carry on:$- $60.001st checked bag:$- $40.002nd checked bag:$- $45.00How to pay:Frontier Airlines Opens in a new window Baggage fees can be added on through www.flyfrontier.com, manage travel and my flightYou would then be required to enter your confirmation code and last nameIf you are unable to add them online, you can contact our Reservations Department or add them on at the airport We have verified that an aisle seat was never added on to you recordPlease know they cannot be requested through ***If you would like a certain seat location, you are welcome to add it on for a minimal feeOnce you arrive at the gate, a seat will be assigned at random, for freeI'm very disappointed that you felt humiliatedThat is never our intentionWhile our agents must advise policy, they should remain respectful and courteous at all timesWe will certainly forward your comments for internal follow up and review by the Airport stationsWe truly hope to one day welcome you on board a Frontier Airlines flight. Sincerely, ***Frontier AirlinesCustomer Relations

Initial Business Response /* (1000, 5, 2015/06/11) */
***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
My records indicate you have been corresponding with our agent ***, and your complaint has
been resolvedPlease review her latest response to your complaint below:
Good morning ***,
I submitted a check request for your meals, United ticket, bag, and your transportationPlease send me copies of your receipts for the meals and transportation if you have themRegrettably, we do not reimburse for emails or lost time, so I could not include that, however I have issued the $voucher that can be used toward a future flight
Please allow 4-weeks for the check to be processed and mailedBelow is information about the travel voucher
Name: *** ***
Voucher number: XXXXXXXXXXXXXXXXX
Voucher amount: $
Expiration date: 10/30/
This voucher must be redeemed by October 30, 2015, but travel may be booked out as far as Frontier's schedule allows
Sincerely,
***
Customer Relations
Frontier Airlines

03/10/02:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondPlease accept our apology for the flight disruption you recently experienced in TampaThe 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.Since you decided not to fly with Frontier, we have refunded this portion of your tripAs a gesture of apology, we have also issued voucher number *** in the amount of $200.00, which can be applied to your next online booking at www.flyfrontier.comThis voucher must be redeemed by May 21, 2016, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allowsWhile we are extremely disappointed that our next available itinerary did not accommodate your schedule, we are unable to accept liability for consequential expenses such as your ticket with another carrierI have logged your comments for review by our management team. 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 AirlinesCustomer Relations

Complaint: ***
I am rejecting this response because: I believe that we were treated horribly, caused a ton of stress, and over all caused a lot of duress over a situation that should have been rectified immediatelyMy husband and I have no interest in flying Frontier ever againFrontier did not take any of our complaints seriously until the matter was reportedWe were on our way to see our son graduate from boot campWe were very happy and excited and this caused such stressFrontier did not re tidy the problemWe didWe were the ones that found the flight out of *** ***The manager at we dealt with just told us to come back the next dayWe rented the vehicle to get there, nothing was offeredWhen numerous miss a flight I don't believe it can be the error of that many peopleFrontier needs to own the fact that they handled the situation horribly from start to finish
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Frontier needs to be more clear in totaling their website to not cause confusion As far as I was concerned I had already purchased my carry on
Sincerely,
*** ***

Dear Ms***,We have received your rebuttal as submitted to the Revdex.comWe are corresponding through the Revdex.com.Discount Den is non-refundable, please visit our web site:https://www.flyfrontier.com/ways-to-save/discount-den/discount-den-terms-an...⇄ Den will automatically renew:MEMBERSHIP WILL AUTOMATICALLY RENEW FOR SUCCESSIVE ONE-YEAR TERMS UNLESS YOU CANCEL THE MEMBERSHIP BY UNSUBSCRIBING WITHIN YOUR EARLYRETURNS ACCOUNT PROFILE BEFORE MIDNIGHT MOUNTAIN TIME ON THE FINAL DAY OF THE END OF THE CURRENT TERM.As a gesture of apology, we have issued voucher number 18***in the amount of $25, which can be applied to your next online booking at www.flyfrontier.comThis voucher must be redeemed by August 31, 2016, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows.While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.Regards,***Customer RelationsFrontier 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• 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

01/11/04:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Safety is Our Priority Our number one priority when flying is to make sure that all of our passengers and crew are safe and
occasionally flights have to be delayed to ensure the safety of everyone aboard the aircraft Customer Service I regret to hear that our agents were not able to provide assistance for another airline or an earlier re-booking optionWe strive to ensure that passengers are able to get to their destination in a timely manner and it is clear from what you have described that we fell short of this expectationI have forwarded your comments to our management team so we can provide better service to you and other passengers in the future Reimbursement for Other Airline I have reviewed your request for reimbursement and approved for up to $per passenger less the refund of $that was processedIn order to reimburse you for your other airline ticket I will need the copy of the airline receipt describing the flight details, passenger names, and costPlease respond with this in PDF form as well as the address you would like reimbursement check sent to Voucher Compensation I have issued you, ***, and *** a voucher worth $to use on a future Frontier flightThe vouchers will expire on July 11th, but travel may be booked as far out as Frontier's schedule allowsThe voucher numbers and instructions for use will be down below ***: *** ***: *** ***: *** While we recognize this does not change your experience we hope that you will choose to fly with us again in the futureI look forward to your response Regards, *** Frontier AirlinesCustomer Relations

Initial Business Response /* (1000, 6, 2015/09/25) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
On behalf of Frontier Airlines, please accept our sincere apologies for your
cancelled flight on September flight from O'Hare to Philadelphia due to weatherI understand your frustration and I'm sorry for the inconvenience this caused you and your groupWe are committed to providing our customers with a pleasant and enjoyable flight experience and we clearly fell short of this when your flight was cancelled
Our records indicate your tickets were refunded in the amount of $back to credit card ending in on September and $bag fees were refunded to credit card ending in also on September
A check request was submitted in the amount of $on September for reimbursement for other airlines ticketsAll three passengers were also provided $vouchers as customer service gesture
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 /* (2000, 8, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We do accept the response from Frontier AirlinesThe resolution to this claim is what was guaranteed to us while we were at the airport initially when our outbound flight was cancelledThe whole process on getting this resolved is still extremely frustratingBut we are happy that it all worked out in the endFrom a customers prospective we hope that Frontier really looks at this incident from a business perspective and tries to improve the channels of communication and overall operations with future passengersWe expect to receive the check that is hopefully on its wayIf not we will back in touch
Thank you
***

Complaint: ***
I am rejecting this response because:After contacting the airline in regurds to our complaintTheir resolution is completely unacceptableI was offered a token of a 50$ voucher for a future flight with their airline rather than an actual solutionThis issue has cost us time during our vacation, financially in reguards to international phone calls and having to purchase clothingTheir response claimed that "because you arrived at our destined location, although our bags did eventually they have no responsibility in us missing our baggageNot only that but the fact that they tried to "pass the buck" as it were onto our other airline that we used after we had constant contact from that other airline and status updates whereas from frontier airlines we had zero contact unless initiated by usThe respresentative from frontier literally said, "well your bags got there eventually" even if we weren't there to receive them it's not their fault.Sincerely,
*** ***

***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.When vouchers are issued for an entire flight as a result of a flight irregularity, an email is sent to every passenger for whom we have an email addressWe regret if we did not have yours on file, or if you missed this notificationIf ever you are unsure of a voucher's expiration date, please don't hesitate to contact Frontier via email or by calling our Reservations department.Customer Relations Specialist *** has issued new vouchers for you, and ***, in the amount of $as a gesture of goodwillOur records show that both of these were redeemed on January 3rdKind regards,***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/05/19) */
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 damage to your checked bag when you traveled with us recently
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 luggage faces
There are circumstances when Frontier Airlines does not assume liability for damaged baggageEach airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions, of liability
Our records does not show that a damage claim was madeWithout the picture of the bag we cannot determine the extent of the damage to the bagWe would be happy to receive a picture of the bag however it is too late to get a cash settlement since we do not have a claim in our systemYou can email a picture of the damage bag to me, or to ***@flyfrontier.com for review
We have refunded your $bag fee paid to transport your bagThe refund will go back to the credit card used for the purchaseIt will be your Visa card ending in
At Frontier Airlines, we appreciate your businessWe look forward to serving you on a future flight, under more pleasant circumstances
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This company has issued a refund as stated
Thanks for your assistance

Response Email 05/08/07:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for letting us know about your experience reserving bags and seats for your April
7, flight from Washington DC to DenverI'm sorry to hear that your travel services did not stick, and I appreciate this opportunity to address your concern Our ApologiesIt sounds like you had some trouble with flyfrontier.comWe work hard to provide a world class website that offers our customers great, low faresI'm sorry that was not your experienceWe Hear YouPlease be assured that we take all service disruptions very seriously and I have logged your description of the difficulties you encountered onlineYour feedback is important in our attempts to ensure this does not occur again in the future Your Refund I have issued a refund for the full amount of $that you paid for your bags and seatsPlease allow 4-business days for these funds to reflect back in your account for the card ending in XXXX.Come Back SoonWe are thrilled to be able to provide affordable fares to so many destinations and truly hope that the inconvenience you encountered doesn't deter you from booking with Frontier in the future.Regards,Customer Relations SpecialistFrontier Airlines

Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsWe apologize for any confusionWhen using miles to book a flight their are limited number of seats for the 10,mile seats as well as
the 20,mile seatsOur records indicate you made your reservation on January and you didn't contact Frontier for almost three weeks to discuss your milesWhy did you enter your credit card and pay for the tickets instead of calling Frontier Airlines? Mile seats may not have been available for the dates and times you wantedWe are disappointed that you are not satisfied with our resolution in this matterIt is never our intention to be insensitive to our customersHowever, in fairness to all customers, it is important for us to be consistent when it comes to following the guidelines EarlyReturnsWe value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstancesRegards, *** Customer Relations Specialist Frontier Airlines