Frontier Airlines, Inc.

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

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

Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsWe have a minute cut off at our ticket counter and a our doors close minutes prior to scheduled departureWe do not have control over
the TSA security linesWe advise this in the receipt we send out as well as in the reminder email sent out the day before your flightI'm sorry we're unable to honor your requestWhile we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us againKind regards, *** Customer Relations Specialist Frontier Airlines

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

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

Complaint* ***
I am rejecting this response because: Frontier customer service would not bend even a inch to help customerI cancelled my tickets knowing I will get full refundUpon calling customer service I came to know I was only "minutes" late [Not 1, or days or weeks]But the company decided not to refund money in a hope to get reach.I am definitely not flying through Frontier and will recommend all to not to fly through them as they have one of the worst customer service.
Sincerely,
*** ***

Response Email 04/27/10:PM Hello ***, 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 with a gate delay on November 19, 2017, when
traveling from Tampa to ProvidenceI'm really sorry to hear that your flight was not able to get into a gate upon arrival and that the voucher that was issued to you has expired.Our ApologiesI understand you were flying with us because you had somewhere to beI know it’s disappointing to finally arrive at your destination, only to have to wait until a gate becomes availableWe strive to get our passengers to their final destination as timely as possibleI'm sorry for the unexpected delay and that our flight crew did not take the time to explain that they were waiting for a specific gate to become availableI can only assure you these are not the standards we strive to maintain.We Care About YouIt's important for us to keep good relationships with customers like youWhile it is our practice to have our vouchers expire after days, I will be able to extend the terms of your voucher as a one time customer service gestureWhile we can not issue vouchers without an expiration date on them, your new voucher will be good for one year from the date it was originally issued I have reissued you a $100 voucher (xxxxxxxxxxxxxxx), which can be applied to a future Frontier flightI hope to prove we can do better! Your voucher will expire on November 19, 2018, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateYou may book your travel as far out as Frontiers schedule allowsFurther voucher redemption details are below.Come Back Soon!I apologize again for your past experience, and I hope you will use the discount on your next flight with usI highly encourage you to give us the chance to impress you on your next adventureI'm confident your next flight will be a vast improvement!Regards,Customer Relations SpecialistFrontier Airlines

09/28/09:AM Hello ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I am sorry that you are not satisfied with our decision concerning this matterOur records indicate that the 40,miles earned from applying for the EarlyReturns MasterCard were deposited into your Early Returns account as of September 3, 2016. Frontier MasterCard Terms and Conditions: https://www.barclaycardus.com/applycontent/TnCs.jsp?tncURL=/banking/marketing/te...⇄ per the EarlyReturns Membership Guide, award travel can be booked for as little as 10,miles per direction when available. Your reservation showed you booked travel from Cleveland to Las Vegas on September 15, and from Las Vegas to Cleveland on September 19, 2016. Economy Award tickets (10,miles per direction/per passenger) were not available for these dates of travelAll award tickets are capacity controlled and can sell out. Award travel is still available at a premium amount of miles (20,per direction/per passenger) if desiredThis means that additional miles were required to book travel for the dates you selectedEarlyReturns Redemption: https://www.flyfrontier.com/ways-to-save/frequent-flyer/membership-guide/As you were previously informed, EarlyReturns awards are subject to availability. Seats may not be available at the Economy Award travel on all flights on all days. Economy Award availability depends on the flight, the date of travel, the expected demand, season, destination and other factors. We offered to change your travel plans to the dates and times the Economy Award travel showed available at that time and refund your purchased tickets. This option was declinedWe also offered to refund one ticket and use the 40,miles for one passenger using the Premium Award miles for your flightsThis option was also declinedI know that you are disappointed with our final decision, but must respectfully advise that this is not a situation where Frontier can override the Early Returns rulesIt is important to us that we remain consistent with our program policies in order to remain fair to all our program participantsThank you for giving us the chance to explain our positionRegards, ***Frontier AirlinesCustomer Relations

Tell us why hereHello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Discount Den I'm sorry to hear that you're not satisfied with your Discount Den membershipPlease know that Den members are welcome to
cancel their membership at any timeHowever, as stated in the Discount Den Terms and Conditions, the membership price is non-refundable (Sec3.2, Sec4.3)Therefore, I am respectfully declining your request for a refund of the Discount Den membership fee Since your current Den membership will be active until mid-October of 2018, I recommend that you still take advantage of the special deals and perks that come with it! Please also know that Discount Den memberships automatically renew each yearIf you wish to opt out of renewing your Den membership next October, simply log in to your profile using your Discount Den number and select “My Profile” and then select “cancel”. It’s that easy! We Care About You! While I understand this isn't the resolution you sought, I hope you understand the rationale behind the decisionMy research shows that you were issued a $electronic travel voucher as a customer service gesture to encourage you to take advantage of your Discount Den membership and enjoy a satisfactory flight experience with usYou should have received instructions on how to redeem it in a separate email I hope you'll take advantage of your electronic travel voucher to provide us the opportunity to regain your confidence in our airlineWe look forward to serving you on-board your next Frontier flight! Sincerely, Customer Relations Frontier Airlines

Initial Business Response /* (1000, 6, 2015/11/02) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Please provide your reservation code, city pairs and dates
I await your
reply
Regards,
***
Customer Relations Specialist
Frontier Airlines

I am rejecting this response because: While polices are able to be pulled easily from an internal Frontier database, they were not available at length, nor in short during the process of purchasing tickets or during the process of checking in 5+ hours before departure During the process of checking in 5+ hours before departure, paying for all luggage and service/seat fees, I was not notified that an agent would not be available at the counter to print tags for pre-paid luggage In the end, even if the cost of the flights are foregone, there is still a matter of $in seat and luggage fees that were paid well in advance that is not being returned This is a loose definition of stealing as these fees were paid outside of the flight fees, and the services were never rendered as there was not an agent available to print tagsI do not accept this response - on a side note, the same blanket response is being provided to hundreds of customers not only through Revdex.com but also seen in *** and other *** searches - as it does not address why Frontier Airlines was negligent in providing sufficient services to print two bag tags, take the luggage and leave a well-seasoned traveler to make it to the flight on time I continue to respectfully request a full refund of the ticket purchase price plus $in seat and luggage fees
Sincerely,
*** ***

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

01/11/03:PM , Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur Apologies On behalf of all of us at Frontier, please accept my apologies for the cancellation of Flight *** on December 18th and the
resulting inconveniences it caused you As you probably know, on the weekend of your flight, winter storms hit the *** *** and *** areas of the country, resulting in major disruptions to all airline operationsUnfortunately, your flight was cancelled due to this bad weatherThe decision to cancel a flight is never easily made because we appreciate the disruption it causes to our passengers Customer Care It's never out intention to be insensitive to our customers when their travel plans are disruptedUnfortunately, we are simply limited in our capacity to provide additional accommodations to passengers in uncontrollable weather situations Per our Contract of Carriage, we are able to offer our customers the option of either being rebooked on the first available flight or a complete refund of the untravelled portion of their tripMy research shows that a full refund of the purchase price for your reservation was processed on December 24th In accordance with this, I am respectfully declining your request for reimbursement of the ticket you purchased on another airline, as well as for the external expenses you incurred However, it's important for us to keep good relationships with our customersAs a one-time customer service gesture, please accept this $voucher towards future travel with us - #*** The voucher must be redeemed by March 27, 2017, but you do not have to travel within this time frameFuture travel may be booked out as far as Frontier's schedule allows (see instructions below) We Can Do Better! I assure you that this experience wasn't typical of the standards we strive to maintain for our customersI hope you'll take advantage of your electronic travel vouchers to provide us the opportunity to regain your confidence in our airlineWe look forward to serving you better on your next Frontier flight! Sincerely, *** Customer Relations Frontier Airlines

Complaint: ***
I am rejecting this response because:At the ticket counter during check in time, we had luggage's of which we checked one in and said we were to take the second one as a carry on luggageHowever the attendant at that time did not enforce the need to pay for the second carry on luggageIn fact being well aware of it, she issued us the boarding passes and on the boarding pass or via the system indicated that the second luggage fee be collected the boarding gateThis is what got us confused and something we were unable to understand and asked for at the boarding gateThis situation could have been very well avoided if we had been asked to check in at the counter. Also addressing to the above Section 3, Paragraph 13: We handed over the card well in advance for them to charge us for the bag and we were waiting as they were processing the request of another customerIt was not because we were delaying the flight by any standards.So this claim is NOT valid that they did not let us board the flight because we did not obey the rules. In addition to all of the above you are ignoring the fact that our checked in luggage was not handed back to us when we were not boarded on the flight and we were forced to fly into *** airport which was further away from home for us and wait for another hours before we were able to retrieve our luggage with a child on a holiday after all that we went thoughHow are we being compensated for the time in addition to the above
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: their company policy is equivalent to consumer fraud and I have notified my local media consumer affairs department to intervene on my behalf
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/09/03) */
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
Here is a link from our web site: http://content.flyfrontier.com/manage-travel/online-che
CHECUTOFF
WE DON'T WANT YOU TO MISS YOUR FLIGHT!
You must have your printed boarding pass ** hand and have any baggage checked in by the following cutoff times:
minutes before your departure for domestic flights
minutes before departure for international flights
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
Thank you for taking the time to writeWe look forward to welcoming you onboard many future Frontier Airlines flights
Regards,
***
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/10/21) */
***,
Your concerns have come to my attention
Please let me provide more background about this situationEverything in our records point toward the return flight being booked for the 21stWhen I received your concerns, I contacted our
IT department, and they verified that our records show the return being booked for the 21st
But, you provided documentation from the 3rd party agencies that show the flight was booked for the 19thSince there seems to be a disconnect, there must have been an issue when the reservation was sent over from the 3rd party agenciesThis issue is being internally investigated
I apologize that the previous agents did not recognize that the error was not your fault, but was with the transmission of the information
Accordingly, I will provide you a refund of the amount of money you paid on the 19th in order to secure a flight for that dayThe amount that will be refunded is $
Could you please provide me an address to mail the check to?
Thank you,
***
Supervisor of Customer Relations
Frontier Airlines

07/06/08:PMHello ***, Your case has just come to my inbox for further consideration.While, strictly speaking, canceling two separate reservations will result in two separate cancellation fees, as a one-time goodwill gesture to you as a loyal customer, I have refunded one of the
cancellation feesThe refund should have already been applied to the credit card associated with the reservation.Please be assured that I am also logging your feedback about booking through two DC airports under one confirmation codeIt's feedback like yours that helps us continually improve our services!I hope this helpsWe will look forward to the opportunity to serve you on a future Frontier flight! Sincerely,***Customer RelationsFrontier Airlines

Tell us why hereHello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for contacting us about the flight cancellation you experienced on December 18, when attempting to travel
from Atlanta to AustinI'm so sorry to hear that you faced over $in expenses after the cancellation and that you were unable to take the next Frontier flight out of Atlanta Regrettably, we are unable to reimburse any passengers affected by the Atlanta power outage, as it is outside of our controlI am so sorry for any inconvenience this may have caused I apologize again for the cancellation and the expenses you faced, and I hope you choose to give Frontier another chanceI'm sure your next experience with us will be a good one! Kindly, Customer Relations SpecialistFrontier Airlines