Frontier Airlines, Inc.

01/13/06:PM JANUARY Dear *** ***, Thank you for contacting Frontier AirlinesWe apologize that due to an unexpected amount of email contacts we did not have the opportunity to respond prior to this moment We are sorry to hear of the loss of your luggage when you traveled with Frontier, and our records now indicate that our Central Baggage Services Team (CBS) has been in contact with you about our settlement process Your file notes that you submitted the settlement documentation required, which were reviewed and processed, with a reimbursement check written for you and sent via US mail to the address on file (Arvada, CO) For inquiries or further follow up, please refer to the information listed below and call the CBS Department for assistance DEPARTMENT AND PHONE NUMBER: CENTRAL BAGGAGE SERVICES (CBS) / 7AM-4PM MT Frontier Airlines appreciates your business, and we apologize for the inconvenience you've experienced Sincerely, *** Frontier Airlines Centralized Baggage Specialist

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

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

Initial Business Response /* (1000, 4, 2015/07/15) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Please accept my apology for any inconvenience you and your family
experiencedThe unaccompanied minor fee is waived if the child is an *** memberThis information is provided when making the reservation for an unaccompanied minor and must be accepted before continuing with the bookingBelow is what is stated, it is also stated on the *** members benefits
The fee is waived if the child is an *** level member of ***
If you would like to provide the reservation code we can review any additional documentation regarding her reservation
Your business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight
Sincerely,
***
Customer Relations Specialist
Frontier Airlines

Complaint:
I am rejecting this response because: I received this email directly a few days ago and responded to itFrontier Airlines should send that response in to the Revdex.com
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/08/04) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Please accept my apology for any inconvenience you experienced when faxing the
required medical documentationA refund of a non-refundable ticket may be provided for emergency events if the proper documentation is receivedIn reviewing your reservation I can see that the refund was processed on July 23, in the amount of $to the card ending in This can take business days to post and it may take up to billing cycles to appear on your statementThis does include the $processing feeInformation on Emergency Events can be found on our website at http://content.flyfrontier.com/travel-information/travel-policies?_ga=1.XXXXXXXX...⇄ /> The amount collected by Frontier was the $for any additional charges you may want to contact the travel agent with whom you booked the reservation
Sincerely,
***
Customer Relations Specialist
Frontier Airlines

01/16/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I apologize for your disappointment in Frontier's pricing policy and appreciate the opportunity to explain Frontier
offers our customers low fares and our focus is to provide the lowest fares that get you from point A to point BSelling the tickets at prices as low as ours and then charging for options, allow our customers to fully customize their travel experience • SEATS - Although prepaying for a seat is the only way to guarantee your desired seating location, this fee is never requiredYou always have the option to take whatever remaining seat is available, on the day of travel, free of charge.• CARBAGS - You are always welcome to board with one free personal item, to go under the seat in frontThink backpack, laptop, purseThis item cannot exceed 8"x18"x14"It is Frontier's policy to charge a fee for larger bags going into the overhead binWe work hard to ensure everyone knows what to expect before making their purchase with usWhen booking directly at Frontier Airlines we fully disclose our fees via multiple pop ups that inform guests of all anticipated costs before getting to the payment pageI'm sorry you did not have the opportunity to review expected fees before making your purchase with Loyalty Travel We have fully disclosed our pricing structure to all third party agencies and while they are required to share this information during the booking process, often times its not as clear as it is on our websiteVisit Frontier for the most up-to-date and accurate policiesMy research shows that on November 24, via the internet, the selection of stretch seats were chosen for each segment of your flight along with paying for checked bagsThese services were used and respectfully, the fees are non-refundable I appreciate the time you've taken to share your feedbackIt's important we remain consistent with our policies and I'm sorry you're not happy with our resolution Kind regards, *** Customer Relations Specialist Frontier Airlines

07/05/08:AMHello ***, Thank you for contacting us regarding your July 1st flight from *** to ***I am sorry to hear that a delay resulted in your missed connectionSafety is Our Priority As you can imagine, flight irregularities can be very challenging and I'm sorry you
experienced what you didI also know that you expect to get where you're going safelyIt's never our intent to disappoint or inconvenience our passengersMissed Connection I understand that due to the delay, you were unable to make your connecting flightIt doesn't happen often but when it does, we do all possible to get our customers on the next available Frontier flight or make other arrangements for themI am sorry that this was not your experienceDelayMy records show that your flight was delayed approximately minutes due to inclement weatherI see that there was a maintenance issue but this did not contribute to the overall length of your delayRefundBecause this delay was uncontrollable and you have already disputed this charge with your bank, I am unable to provide a refund for your flightI see that your baggage fee of $has already been submitted for refund to your card ending in ***, please allow 5-days for this to process and appear on your bank statementOur ApologiesI am sorry that there were no customer service agents to assist you on your arrival at ***As a customer service gesture for this, I am providing each member of your party with a Frontier voucher in the amount of $each to use towards future Frontier travelYour vouchers expire on October 2, but you do not have to fly by then, travel simply has to be reserved by thenPlease see the bottom of this message for additional information***: ***
*** ***
*** *** Come Back Soon I apologize again for your past experience, and I 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!Kindly, ***Customer Relations SpecialistFrontier 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

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,
*** ***

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,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, pending the receipt of the check for the differenceI will notify the Revdex.com should anything else ariseThank you for your assistance

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,
*** ***

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

Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I'm really sorry to hear that you are disappointed with our resolution in this matter. Our ApologiesI regret that we were unable to resolve your concerns satisfactorilyIt is never our intention to be insensitive to our customers when unfortunate circumstances occur. Third Party BookingI am sorry to hear that when you booked through a third party there was a miscommunication on the itinerary for your flightWe recommend visiting our Frontier website for the most up-to-date information regarding your flight. RefundAccording to my records you where refunded a full amount of $This is for the portion of your flight that you where unable to takeOnce a flight is flown by a passenger it is no longer eligible for a refundAlthough we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation What I Can DoAs a gesture of apology, I have issued you and your party $vouchers to use on a future Frontier flightYour vouchers expire on May 13, 2018, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below. • Xxxx Xxxxx-xxxxxxxxxxxxxxxxxxxxx• Xxxx Xxxxx-xxxxxxxxxxxxxxxxxxxxx• Xxxx Xxxxx-xxxxxxxxxxxxxxxxxxxxx Thank you for sharing your concerns. Regards, Customer Relations SpecialistFrontier Airlines

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: (First, please note that the attached "Message from Business" was not addressed to me; it was from Frontier Airlines but regarding a different matter than the complaint I submittedI forwarded to you the response that Frontier sent to me.)
In her response to me, *** at Frontier asserts that their website clearly states their policy of "No Refunds" on checked bagsI disagree! The policy appears as the final TWO WORDS of a sentence in the THIRD paragraph - that starts out with a statement about The Works, which I had no intention of purchasing, so would not have drawn my attentionThis is not at all clearIn fact, it seems to be intentionally obscure.This "No Refund" policy on checked bags should be prominentIt should be the FIRST statement, and should stand alone, preferably in CAPS or bold printThis would be the common, expected means of communicating a policy so final in its nature.
Sincerely, *** ***
*** ***

05/02/07:AM Hello ***, Thank you for your response Our Regrets I am sorry, I am not able to refund the fare except as a credit for this situationThe passenger chose not to flyIt is never our intention to be insensitive to our customers when unfortunate
circumstances occurHowever, in fairness to all customers, it is important for us to remain consistent Fare Credit You credit will remain in our system for redemption until it expires on 7/28/Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.Thank you for sharing your concerns.Regards,
*** *Customer Relations SpecialistFrontier Airlines 04/28/09:AM Hello ***, Thank you for your response What I Have Done I have canceled your return flight and issued credit for your fare of $as a voucher good for future flightsYour voucher will expire on 7/28/17, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below.Come Back SoonI hope you will choose to fly with us againI'm confident your next experience with us will be a good one!Regards,*** *Customer Relations SpecialistFrontier Airlines

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,
*** ***