Frontier Airlines, Inc.

Initial Business Response /* (1000, 6, 2015/10/11) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Our records indicate you purchased an economy ticket which is non refundable. As you...

mentioned in your email your email: " When purchasing the tickets I absolutely noted the $99 cancellation charge, it was clearly stated and I can concede it is a reasonable charge."
Below is the full paragraph you quoted the sentence: "You may call Frontier Reservations on XXX-XXX-XXXX to have the full value returned to your purchasing card." I'm sorry your confused of the verbiage. We have two types of tickets, while referring to Classic Plus tickets and with THE WORKS, it end with " You may call Frontier Reservations on XXX-XXX-XXXX to have the full value returned to your purchasing card" THEN it states: Economy tickets will retain its value for 90 days, and the value of your ticket may be applied toward the purchase of a future ticket subject to a change fee of $99. "future ticket"
CANCEL A TICKET
VOLUNTARY TICKET CANCELLATION
Except for tickets purchased for travel within 7 days (168 hours), all tickets may be cancelled for a full refund up to 24 hours after the time of purchase. You can request a refund at the My Trip section on FlyFrontier.com or through Frontier Reservations at XXX-XXX-XXXX.If it has been more than 24 hours since you purchased your ticket, you may cancel your ticket at the My Flights section on FlyFrontier.com or through Frontier Reservations at XXX-XXX-XXXX.
If you purchased the ability to refund/change/cancel your ticket, which Frontier may have offered you and you may have purchased including all tickets sold as Classic Plus tickets and with THE WORKS, you may visit Flyfrontier.com and either apply the value of your purchase to a new ticket without any penalty, subject to any difference in fare and/or options prices, or retain the value of your purchase for use within one year of the transaction date. You may call Frontier Reservations on XXX-XXX-XXXX to have the full value returned to your purchasing card. Economy tickets will retain its value for 90 days, and the value of your ticket may be applied toward the purchase of a future ticket subject to a change fee of $99.
Please accept our sincere apology in which we are unable to grant your request. We regret that you feel that this was not enough, and are sorry for any frustration this may have caused.
We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

02/03/2017 12:03 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I'm sorry to hear that you were unable to redeem your voucher online. I am unaware of what may have caused this, but I have...

logged your description for review by our technical team, so that we may prevent this from occurring in the future.   Additionally, I was able to apply your voucher #[redacted] to your reservation, and have refunded the balance of $25.00 to your card ending in [redacted]. Please know that it may take 5-7 business days for the funds to be returned to your account, depending on your bank's practices.   I apologize again for the inconvenience, but I hopes this refund serves to resolve your concerns. If there is anything else I can address, please do not hesitate to ask!   Kind Regards, [redacted]Customer Relations Specialist Frontier Airlines

05/05/2016 09:24 AM Dear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Although we are not required to notify you of changes, as stated on our website:...

https://www.flyfrontier.com/ways-to-save/frequent-flyer/membership-guide/ Frontier Airlines reserves the right to change or terminate the EarlyReturns® Program, in its entirety or any part thereof, without notice to Members. Changes may include, but are not limited to, alteration to Program rules, General Terms and Conditions, travel awards (subject to fees/taxes), mileage award levels, partner affiliations, rules for earning mileage credit, continued availability of awards, or the number of seats available for award travel (subject to fees/taxes) to any or all destinations. Such changes to the Program may also include modifications which: Govern mileage credits earned on and after the date of change Change the value of already accumulated mileage credits Govern mileage credits earned on and after the date of change in the value or already accumulated mileage credit However, we do make every attempt to notify members of the expiration policy. All members with up-to-date contact information were emailed on February 4, 2015 of our new six month expiration policy. Additionally, post cards were sent to members explaining our expiration policy. As a onetime customer service gesture we have reinstated 10,000 miles to your account. They will expire if you have no positive activity in the next 6 months. We look forward to serving you onboard a future Frontier Airlines flight in the near future. Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 7, 2015/05/19) */
[redacted],
Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We are committed to providing...

our passengers with a pleasant and enjoyable flight experience and are disappointed to hear we fell short of this when you attempted to travel with us on May 03, 2015. Your experience with our ticket counter agent should not have been negative in any way.
Upon review of your reservation it was determined that you attempted to check in after the 45 min cut off. Once a flight is closed our agents are unable to reopen the flight for any passenger who arrives after the 45 minute cut-off time. While the customer service agent was unable to accommodate your request for late boarding, they are always required to remain professional. I have filed a complaint on your behalf in regards to the rude agent and will forward it to the appropriate management team.

If a passenger arrives at the airport after a flight has closed, they are offered the next available flight with open seats. A same day confirmed alternate flight fee will be charged based on the type of ticket purchased. In the event that there are no other flights available for that day, the passenger will be placed on the next available flight on the next available date for the same fee.
My records indicate you were charged a $75.00 fee and rebooked on the next available flight. Regrettably, I am not able to refund your ticket, as it was used and we do not refund tickets that have been flown.
Please review our Contract of Carriage and the Terms and Conditions you agreed to upon purchasing your ticket. Thank you for taking the time to write. Your feedback has been logged.
Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback.

[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (4200, 9, 2015/05/19) */
Recevied email response from
To: [redacted]@hotmail.com
response Via [redacted] - 05/18/XXXX XX:XX PM
[redacted],
Totally unacceptable she ignored half of my complaint and did not address the fact hat I was given a voucher for a hotel due to the airlines untrained agents and manager who refused to come and assist 100s of passengers that missed there flight because the checkin process was extremmly slow. I want my can fare back and fourth to th hotels that I was sent to and turned away and the refund for the hotel I HAD TO PAY OUT OF POCKET. Did they read the complaint? I WAS NOT THE ONLY PASSENGER THA NIGHT WHO MISSED THERE FLIGHT IT WAS SEVERAL DIFFERENT FLIGHTS LEAVING VEGAS GOING TO SEVERAL CITIES.... I NEED MY HOTEL AND CAB FARES REFUNDED THAT FRONTIER SENT ME ON A WILD GOOSE CHASE I HAVE THE COPIES OF THE VOUCHERS A NOTE SIGNED FROM THE MANAGER OF THE HOTEL SAYING THEY TURNED US AWAY BECAUSE FRONTIER WAS NOT AUTHORIZED TO SEND PASSENGERS TO THE HOTEL...
Final Consumer Response /* (4200, 14, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)

I was issued an invalid voucher for hotel stay the hotel wrote a note stating it was not valid causing me to have to pay a higher than normal ut of pocket rate for a hotel last minute I also had to take 3 cab rides back to airport and hotel trying to clear this up want my money refunded you are continually avoiding the issue of the invalid hotel and cab vouchers that were issued and unused would you like a copy of the hotel refusal and the voucher. If you issue a voucher it should be valid... It caused more inconvenice stress than good.
Final Business Response /* (4000, 16, 2015/06/15) */
[redacted],
We have received your rebuttal as submitted to the Revdex.com.
I have advised you that the hotel voucher was issued as a Customer service Gesture. Frontier was not responsible for you arriving at the counter past the 45 minute cutoff time. Therefore, it is not Frontier's responsibility to cover your hotel or transportation cost. There should not have been any offer of compensation for this matter. I have determined you missed the cut off on your own accord. This means you would be responsible for all travel related expenses you incurred.
It is not my intention to avoid the issue of an invalid hotel voucher. Hotel vouchers must be utilized at specific hotels that we have special agreements with. I apologize if this was not explained to you, however, you were not entitled to received a voucher for arriving late. We regret that when the agent erroneously provided you with accommodations they didn't better explain how to utilize the voucher.
I do understand that you are dissatisfied with this outcome. However, there will be no further resolution in regards to this matter.
Thank you for taking the time to write. Your feedback has been logged.
Regards,
[redacted]
Frontier Airlines
Customer Relations​

Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. There is no documentation from an agent advising of "system upgrade", which is required by all agents, I could always pull the call. As a...

customer service gesture I have requested a refund in full ($160.74) to be refunded back to your credit card ending in [redacted]. We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances. Regards, [redacted] Customer Relations Specialist Frontier Airlines

10/25/2016 09:59 AM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I have sent the inquiry to [redacted] to research since what I am showing in our system is different that what you have...

reported to me.  I am told that it usually takes 7-10 days for [redacted] to respond, so I will get back to you as soon as I hear from them.   Thanks again for contacting us and I will be in touch.   Best wishes,   [redacted] Customer Relations Frontier Airlines

Response Email   02/23/2018 05:21 PM   Hello [redacted],   Thank you for contacting Frontier Airlines.   I have read your complaint and I am sorry that you have had this unpleasant experience with Frontier Airlines.   According to our notes this is what we show...

transpired:   You took your flight on 09/01/2016 and your bag was delayed.  You were given up to a $300.00 interim authorization for clothing, toiletries and shoes for a funeral @ 7:05am.  At 7:18am you spoke with a Ft. Collins agent named Jack, on the phone, and he sent an email to get receipts and list of items, just in case things are stolen.   On 09/04/2017 you called in about the Interim Claim reimbursement and submitted the interim receipts.  On 09/07/2017 CBS sent you out claim forms to complete.  On 09/14/2017 you called in to request additional time to complete the claim forms and said you would turn them in by 09/22/2017.  On 09/20/2017 your interim reimbursement was authorized and a check went out to you in the amount of $296.94.   On 10/06/2017 we still had not received the claim forms but you called to let us know you were still missing your bag.  We advised we are still tracing for the bag and waiting for your completed claim forms to be received by our office.  At that time we showed your $45.00 bag fee had been refunded and your interim had been processed but we were still waiting for the claim forms.   On 10/18/2017 we left a message advising you that we would close the claim in 10 days since we had not received the claim forms.  So on 10/25/2017 we closed the claim as a non responsive passenger.  On 11/10/2017 we finally received your claim forms and we also sent you an email acknowledgement that we received them the same day.    On 11/11/2017, 90 days after receiving your claim forms we paid the $1908.15.   Now you are requesting an additional settlement.  You have provided receipts which we will be verifying before an additional payment can be made.   We will process your additional settlement in the order we have received the additional receipts.    Thank you so much for your patience, Frontier AirlinesCentral Baggage Servicewww.flyfrontier.com

10/18/2016 12:44 PM Dear [redacted],   Thank you for contacting the Frontier Airlines Central Baggage Service Office.   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Our response as far as reporting within the 24 hour period was based on your lost and found report received on June 21st 2016.   It shows your departure as Charlotte and arrival in Orlando, which we took as an error for Chicago.  Your reservation shows that trip on June 15th.  It appeared your were reporting missing items on your outbound trip after your return, which would be outside the 24 hour reporting period.   We are sorry for the misunderstanding and have entered a Pilferage report for you, [redacted].  A Frontier representative will be contacting you take your report.   Sincerely,     [redacted] Frontier Airlines Central Baggage Specialist

Response Email   03/08/2018 08:50 PM   Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   I sincerely apologize that you are not satisfied with our resolution in this matter. I understand your frustration with the situation as a whole, and I'm sorry that this has been your experience.   As a customer service gesture, I have issued you a new voucher with a later expiration date. I understand your hesitance to fly with us again, but I'm hoping that this will give you some more time to reserve travel with our airline. Your new voucher number is (XXXXXXXXXXXXX) and it expires on September 8, 2018. As with your previous voucher, you do not need to fly before that date, but your reservation does need to be made before the voucher expires. I have listed further voucher redemption information below for your reference.   I apologize again for your dissatisfaction with our previous resolution, but I hope that this will be a more suitable resolution. We hope to see you again soon!   Kindly,    Customer Relations Specialist Frontier Airlines

Complaint: [redacted]
I am rejecting this response because:
I do not believe that this is the best way for the company to compensate for their failure to provide me with the service I paid for, as I had said in a previous email, if you order a pair of sneakers and the company ships you the sneakers without soles or laces would you still pay for the sneakers? No why, because it is not what you ordered and it is not complete and without it being complete it is useless to you. as this flight was useless to me, it is not that my brother "chose" not to wait for the supposed bus it is that the decision to bus these stranded passengers was not made until hours upon hours after I had already picked him up from Philadelphia, also the frontier staff member that was extremely rude and careless at the laguardia airport advised me that Frontier would ABSOLUTELY be FULLY refunding my airfare and that is the ONLY reason I even left to pick up my brother immediately otherwise I would have made a huge deal and have had him on another flight immediately at frontiers expense! now all I ask is that Frontier makes up for their failure to provide the service I paid for and refunds me my 101.00$ onto my [redacted] immediately as was promised by their staff at laguardia. I do not believe one bit that I should be responsible for their complete FAILURE to provide the service I paid them for I did not pay them for half a flight or three quarters I paid for a one way non stop direct flight from Miami to New york and I DID NOT receive that at all!!! On top of all of the stress aggravation and inconvenience that this caused myself, my brother and my family. You would think that a good company wants to make their customers happy and would not want to steal from their customers and I was stolen from by FRONTIER because I did not receive what I paid them for! I want my 101.00 refunded and I want this nightmare with this airline over !! They have been absolutely terrible and we fly a lot and we will never use them again especially after how difficult it has been to get a refund on something they failed to provide to us due to engine failure on their part!! how scary is that as well that they had to quickly land and not take off again because of engine failure. That is an entire other situation that needs to be addressed, I would appreciate my refund and that is all, failure to provide service constitutes a refund.
Sincerely,
[redacted]

07/21/2016 11:40 AM Hello [redacted]   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   We're Here To Help! I have turned your credit shell into the form of a voucher for $109.00 (#[redacted]) to use towards future travel. The voucher must be redeemed by July 21, 2017, but you do not have to travel within this time frame. We can not refund you the amount once the flight has taken place. If you would like a full refund for passenger who didn't travel, a doctor's or physician's note stating passenger unable to travel on travel date. However you may also use the voucher for future travel. Let me know if you have any more questions or concerns.   Sincerely,   [redacted] Customer Relations Frontier Airlines

Initial Business Response /* (1000, 5, 2015/06/08) */
[redacted],
Thank you for contacting Frontier Airlines Customer Relations.

We appreciate the time you took to notify Frontier Airlines about your situation. We value offering customer service and are pleased for the opportunity to assist...

you.

I apologize for your disappointment when you were unable to utilize your previously held credit.

After reviewing your ticket, I have determined that the value with taxes was $338.00. Due to you booking an Economy ticket, you would have been charged a $75.00 change fee per ticket upon re booking. This leaves a value of $236.00 that would have been applied to a new reservation. However, due to the ticket expiring after 365 days (5/6/15) there is no value.

Regrettably, I am unable to apply this amount to a current reservation. When a passengers purchases an economy ticket, and they are unable to take their flight, the ticket will be held for credit for 1 year from the date that it was issued. My records indicate you did not attempt to book a reservation until your credit had already expired. Therefore, there was no credit value available to apply to a new reservation.

I do apologize for any misunderstanding. However, your credit has been available for use since your reservation was cancelled on 6/16/14.
Thank you for taking the time to write. Your feedback has been logged.
Sincerely,

[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 5, 2015/05/27) */
Dear Ms. [redacted],
Thank you for contacting Frontier Airlines Customer Relations. 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 recently. 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 manner. We certainly apologize for any inconvenience this delay created for you.
Our records indicate that Central Baggage Specialist [redacted] has reached out to you in regards to the matter. According to her notes you have received your delayed bag and a refund has been requested for your $25.00 checked baggage fee. [redacted] also invited you to submit any receipts you have for interim expenses. If you have not already, please forward them to:
Frontier Airlines, Inc.
Attn: CBS
P. O. Box XXXXXX
Denver, Colorado XXXXX
If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:00 am-4:00 pm Mountain time.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

07/19/2016 04:25 PM Dear [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   We would like to further assist you with the interim expenses you incurred, but are unable to do so at this time as Central Baggage has never received copies of your receipts. You may have provided the station Atlanta with the receipts.   Please provide copies of the receipts for your interim expenses by scanning and emailing them to; [redacted] and we will review them for further consideration.   You may contact Central Baggage at ###-###-####, Monday through Friday, between 7 am and 4 pm Mountain Time with any further questions.   Thank you,   [redacted] Central Baggage Supervisor Frontier Airlines

07/09/2016 03:03 PM   Hello [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I have taken a look at your reservation and I see that you were given a Frontier credit in the amount of your entire...

reservation, baggage fees included, less the $99 cancellation fee. Your credit is in the amount of $295.00 and must be used by October 1st, 2016 or the credit will be forfeited.   The refund policy is available on our website on the travel policiessection under travel information tab. Under the cancel a ticket section, it states that for customers that would like to cancel their reservation, their ticket will retain its value for 90 days, and the value of the ticket may be applied toward the purchase of a future ticket subject to a change fee of $99.   To redeem your Frontier credit, go to our websiteand select the flights and dates that you would like to travel on. On the payments screen there is a long rectangular box that says "Have a Frontier credit?" After clicking that box, it will ask you to enter your confirmation number ([redacted]) and your email address to add the credit to your reservation. Your credit may be used to pay for multiple reservations if it exceeds the amount of your new booking.   Thank you for choosing Frontier as your travel partner, we hope to see you on a future Frontier flight soon.   Sincerely,   [redacted] Customer Relations Frontier Airlines

Initial Business Response /* (1000, 4, 2015/07/06) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I'm sorry your parents are unable to travel due to a business emergency. The fare...

purchased is our Economy fare which is non refundable. If they are unable to travel the ticket is left open for them to rebook for one year from the June 10, 2015 date of issue with any applicable change fee and fare difference. They do not have to travel by the expiration date just make a new reservation. We do offer the Classic Plus fare which is refundable.
We do remain consistent with our policies to be fair to all our passengers.
We look forward to the opportunity to serve your family aboard Frontier Airlines.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 6, 2015/07/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated in the original complaints, the passengers do not reside in the United States. Most likely the credit that [redacted] Airline is offering to my parents will go wasted as they have no future trips planned back to America in the next 12months period. The chance is pretty much the same as [redacted] - [redacted] Airlines [redacted] Specialist would go on a trip to South Korea in a year from today. That is why I requested a refund instead of credit in the first place. Setting up your policies is important and I understand you need to be consistent wth them to practice your business plans, etc; HOWEVER, there needs to be some rooms for mediations for certain conditions. Obviously change of plan is something my parents did not expect, and the solutions that [redacted] is offering to my parents are extremely poor decisions and inconsiderate!!!!!! They got already charged [redacted] as a cancellation fee - which is [redacted] of entire flight fare (not reasonable at all)
Final Business Response /* (4000, 8, 2015/08/02) */
Dear Ms. Lee,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
Frontier acts in good faith by providing all travel related information including the restrictions of Economy fare purchases and fees associated with making changes. The Classic Plus fare available at the time of your purchase was the fully refundable fare offered. This fare allows passengers [redacted] peace of mind that if their travel plans should change they have the option to cancel and refund. When purchasing you make the decision as to what fare best suits your travel plans. While we regret your parents may not be able to use the credit the choice of ticket purchased was made by you. As mentioned in the previous response we are consistent with our non refundable policy to be fair to those passengers who purchase refundable fares.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/09/19) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Please accept our apology for the flight disruption you recently experienced. Our...

records indicate on September 3rd, Frontier flight [redacted] Seattle to Denver was delayed 1 hour and 23 minutes due to a previous medical emergency. A medical emergency is considered a uncontrollable delay, and compensation is not provided.
This is Frontier Airlines policy: http://content.flyfrontier.com/customer-service/customer-protections
Uncontrollable Situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, etc.). We truly regret that uncontrollable situations may interrupt your travel. Given their nature, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next Frontier flight. Alternatively, if your flight is cancelled we'll provide you, upon request, a full refund of any unused portion of your ticket.
In the event of severe weather such as a blizzard or hurricane, we will enact our Severe Weather Plan and issue travel advisories on FlyFrontier.com. The Severe Weather Plan allows for rebooking of flights without additional fees for a later date when the weather improves.
Our agent was correct in advising Frontier does not have any airline agreement with any other airlines. We will accommodate our passengers on the next available Frontier flight.
I'm pleased to see our agents were able to assist you and your family on a flight from Seattle to Orlando through Cleveland. They booked your family on flight [redacted] out of Seattle, scheduled arrival at 6:35am and connecting to flight [redacted] departing at 11:55 am from Cleveland to Orlando. Luckily flight [redacted] arrived early and they were able to assist you and your family on flight [redacted] departing Cleveland at 6:55 am.
You had purchased economy seats which is why a bag fee was charged. Your tickets were purchased through [redacted] and they advise passengers to check with the airline to any additional fees.
Our records indicate on September 10 our agent [redacted] replied to an email sent by you and she also advised Frontier does not compensate for uncontrollable delays. As a customer service gesture she did provide you and [redacted] $100 travel vouchers. Vouchers are usually valid for three months, as an additional customer service gesture she extended your vouchers for six months.
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,
[redacted]
Frontier Airlines
Customer Relations

Complaint: [redacted]
I am rejecting this response because:I looked at my account and I have already paid an annual fee of $69 on 6/30/16. I have also already spent $500 dollars and this was met by 8/8/16. I have clearly already met both prerequisites yet I never received my 40,000 miles. Could you please credit the miles to my account?
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/05) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We are sorry to hear about the security lines closing for a period of time, making you...

late to the gate and our doors were closed.
Once the doors are closed they are no reopened, passengers do not understand what goes on behind the scene once the doors are closed. There is a weight and balance of the aircraft that goes on, there is required paper work that must be completed and sent to FAA and so much more. Once the Captain has all the information he needs, he inputs it into the computer. If everything checks out ok, the plane must take-off.
Although I am extremely disappointed that the closure of the security check point impacted you negatively, we are unable to assume liability for additional incidental or travel-related expenses such as your ticket on another carrier.
We are disappointed that you are not satisfied with our resolution in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. However, in fairness to all customers, it is important for us to be consistent when it comes to the guidelines.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

11/17/2016 09:29 AM  [redacted], We have received your correspondence as submitted to the Revdex.com and Department of Transportation and appreciate the opportunity to respond. We would like to again apologize for your recent experience with us. As [redacted] stated over the phone with you,...

we have refunded your Denver to LA segment. This may take up to 10 business days before the refund returns to the original form of payment. In addition we have also provided you each with a $100 electronic voucher which can be applied towards your next Frontier Airlines flight.As Frontier employees, we care about our customers and want you to choose our airline with confidence. We're continually seeking and implementing ways to improve our service, and your feedback helps us continue this process. We value you as a customer and look forward to serving you aboard a future Frontier Airlines flight. Please let me know if you have any further questions. Kindly, [redacted] Customer Relations Specialist Frontier Airlines