Frontier Airlines, Inc.

Email   08/19/2017 12:12 PMHello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for contacting Frontier Airlines about your experience on your flight from [redacted] to [redacted] on July 21st. I'm sorry...

to hear of your experience on the aircraft while traveling with us. Our ApologiesI am sorry that you had a bad experience when flying back to the states. Frontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than that. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated. When the seatbelt sign is on, passengers are required to be in their seats with their seatbelt fastened. I understand you had an emergency, and I apologize for the conflicting information regarding restroom usage traveling with us. If a member of the flight deck is using the restroom, a flight attendant will stand near the restroom and advise passengers to keep a further distance than usual from the door to the flight deck. It sounds like the flight attendant could have handled the situation in a more professional manner and I am sorry that this was your experience. What I Can DoIt's important for us to keep good relationships with customers like you. As an apology for your experience on this flight, I have issued you a $25 voucher to use for a future flight.[redacted]: XXXXXXXXXXXXXXXXThis voucher must be redeemed by November 18th, 2017, but you do not have to travel within this timeframe, the reservation needs to be booked. Future travel may be booked out as far as Frontier's schedule allows. Further voucher redemption details are below.Come Back SoonI apologize again for your past experience, and I highly encourage you to give us the chance to impress you on your next flight. I'm confident your next experience with us will be a good one!Kindly,[redacted]
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/09/01) */
Dear Ms. [redacted],

We are in receipt of your email to the [redacted] of [redacted] and appreciate the opportunity to address your concerns.
Frontier Airlines recommends customers arrive at least two hours or more prior to...

departure time. Because 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 45 minutes prior to the scheduled flight departure for domestic flights, and 60 minutes for international flights. Passengers 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 45 minute cut off and give a message: "Your flight is boarding soon. Please 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 45 minute cut off. You must have your boarding pass in hand at the 45 minute cut off. We advise this while making your reservation as well as in your emailed receipt. We understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure.
Our records indicate you checked in online at 2:10 am and printed your boarding pass and selected your seat. Also our time stamp indicates you tried to check in at the kiosk at 10:35 right at the cut off.
Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have caused. We are disappointed that you may not be 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 following the policy and guidelines of our 45 minute cut off time.
Please be assured your feedback will be forwarded to our Seattle Station Management team for future consideration. Thank you for taking the time to write. We look forward to welcoming you onboard many future Frontier Airlines flights.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/10/14) */
Dear Ms. [redacted],
I am in receipt of your letter that was attached to this email. We are also in receipt of your correspondence to the Department of Transportation (DOT) and appreciate the opportunity to address your concerns.
We are...

disappointed to hear about the behavior you describe of our Customer Service agents. I sincerely apologize if our representatives were rude or unhelpful in any way. We have high expectations of our employees and for training purposes; we have made your comments available to the customer service manager for internal review.
We are sorry for the uncomfortable situation that you experienced on your flight with the unpleasant odor. I sincerely apologize our flight crew member sprayed
a substance that only made the matter worse.
In researching, we found you purchased an Economy ticket. All passengers [redacted] allowed on free personal item that will fit under the seat in front of you. It can be no larger than 14" tall, 8" wide, and 18" long (including handles, wheels, and straps). This would be items such as backpacks, purses, briefcases and computer bags.
Carry-on bags charges vary based on the type of fare you purchase and when you finalize your travel purchase. Carry-on Bags can be no larger than 24" tall, 10" wide, and 16" long (including handles, wheels, and straps) and no heavier than 35 pounds.
Baggage information is provided at time of booking and at check-in so that customers are aware of all information before and during travel. According to our records you checked in at the kiosk on the day of departure and did not indicate you had a carry-on bag. Baggage fees are cheaper if paid prior to arriving at the gate.
I did retrieve and review the call between you and our representatives. Regrettably, we will be able to honor your request for a refund of your baggage fees as the fees were charged appropriately. We understand that this may not be the answer you expected, and we are sorry to disappoint you.
We are disappointed to hear you and your family were unable to travel as planned on your return flight from Denver to Phoenix. While we understand how frustrating it must have been for you, our policy indicates that all customers must be checked in with boarding pass ** hand and have any baggage checked in 45 minutes prior to scheduled departure. This policy allows carriers to ensure that there is enough time for our agents to complete the flight paperwork, and to ensure a safe and on-time departure.
We act in good faith by recommending that passenger's arrive at the airport 2 hours prior to their flight's departure in order to help ensure the check in requirements are met. Our email receipts, web site, and Contract of Carriage reflect those requirements. All passengers [redacted] show up after the 45 minute cut-off will be reaccommodated on the next available Frontier flight and a fee will apply. On occasion the next available flight may not be for several days due to availability.
While we understand you experienced an unforeseen traffic accident and you arrived at the ticket counter later than expected (six minutes after the check-in requirement), we would not provide reimbursement for any travel related incidentals (rental car, gas, food etc). It is the passengers responsibility to arrive in enough time so that check in requirements are met. Our representatives are expected to follow the required check-in policy so that all customers are treated equally.
The fare you purchased holds a $99 change fee per ticket when a flight is changed or missed. However, as a one time gesture of goodwill we have authorized a refund of the unused portion of your tickets between Denver and Phoenix. The refund will be issued in the form of a check in the amount of $245.00 ($49.00 X 5). Please allow 3-5 weeks for this check to arrive by U.S. Mail.
I regret that your travel plans didn't go as smoothly as they should have.
Sincerely,
[redacted]
Customer Relation Lead
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't feel that this company has done anything about my experience. They didn't address any of the issues we had. What I took from the phone call was more disrespect. They didn't address how we were treated, the luggage that I had to throw away, the fees I had to pay when several of there own employes told them that they were free items. They did absolutely nothing. I am not happy with the slap in the face refund of 245.00
Final Business Response /* (4000, 10, 2015/11/02) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Department of Transportation (DOT) and appreciate the opportunity to further address your concerns.
As mentioned, we are sorry to hear you were unable to travel as planned. As a goodwill gesture, Frontier refunded the unused ticket between Denver and Phoenix. Typically, we do not provided refunds of nonrefundable ticket purchases when customers miss their flight.
Frontier acts in good faith by providing all travel related information regarding baggage at the time of booking and at check-com. The information includes baggage dimensions and weight along with the fees that will apply depending on when and where the fee is paid. We regret if this information was overlooked.
We are disappointed that you are unhappy with the final resolution.
Sincerely,
[redacted]
Customer Relations Lead
Frontier Airlines

Initial Business Response /* (1000, 4, 2015/07/16) */
Dear Ms. [redacted],
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 miscommunication when canceling your outbound and...

the return canceling as well. I have requested a refund of the [redacted] that was charged when reinstating the return flight. This will credit back to the card ending in [redacted] within 7 business days.
Thank you for your patience. Your comments regarding your experience have been made available to our reservations management team for training purposes.
We hope this isolated incident does not prevent you from traveling with us in the future and look forward to the opportunity to serve you again.
Sincerely,
[redacted]
Customer Relations Specialist
[redacted] Airlines
Initial Consumer Rebuttal /* (2000, 6, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund was issued.. Thanks

01/13/2017 11:02 AM Dear [redacted],Per our conversation this morning, I am willing to resolve your issue from the corporate office. I understand you submitted those receipts to the [redacted] airport.  I will work with the [redacted] airport staff to locate your receipts and resolve this issue....

However, if you are able to locate the receipts and submit them to me directly, we can expedite this process.Sincerely,[redacted]
[redacted]
[redacted] [email protected]  01/05/2017 09:21 AM Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Per our telephone conversation today, I understand your frustration and apologize for your experience during your recent travel with us. I really want to address and resolve any remaining issues stemming from your trip. However, I will need some additional information from you. Kindly provide the date of travel, and/or reservation code, any receipts and other paperwork provided by the destination airport. I can then further research and ultimately resolve this issue from the corporate office.   Unfortunately, I can not accommodate your request for a refund of the airfare because the flights were actually flown.   Sincerely, [redacted]

01/06/2017 05:49 PM , Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We're Here To Help We have refunded you fully for your flight. You should expect to see this refund appear back on your...

[redacted] credit card ending in [redacted] within the next 7-10 business days.   Come Back SoonI recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one!Kindly,   [redacted] Customer RelationsFrontier Airlines

05/16/2016 12:43 PM Dear [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns and the concerns that I failed to address from your original email regarding our $75 overweight fee and our $60 gate fee. It is standard of all airlines to charge an overweight fee if your bag is over 50 pounds. You may remove or transfer items to get your bag under 50 pounds, but we will have to charge you the $75 fee if it's over in any amount. We don't want anyone to pay the highest fee for their carryon, however we provide many opportunities to pay the lowest fees online, at the kiosk and/or at the ticket counter. The highest fee is only charge when all other options are ignored. We also want parents and their children to sit together and offer the option to pre-pay for your seats to ensure that. Although I regret that no apology was provided to you by our airport agents, I'm pleased to know that the flight attendant was able to put your wife and daughter together, as I previously stated we would do in this situation. In the event we are unable to find anyone to move, the flight attendant my at that time make a decision to involuntary move someone to make sure your daughter is not sitting next to a stranger. Thank you for sharing your additional concerns, without the use of profanity. Sincerely, [redacted] Customer Relations SpecialistFrontier Airlines

Hello [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. Our ApologiesI regret that we were unable to resolve your concerns satisfactorily. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. ReimbursementAs previously discussed, you have been issued a reimbursement in the amount $128.09. This covers the hotel room you had to purchase in San Antonio as well as your other airline ticket, less the Frontier refund. We are not able to provide any other reimbursement as this is the most we are able to reimburse you. I apologize again for your experience and hope you will choose to fly with us again. Please let me know if you have any further questions. Regards, Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/09/22) */
Dear Mr. [redacted],
We are in receipt of your correspondence with the Department of Transportation and the Revdex.com. We appreciate the opportunity to address your concerns.
On behalf of Frontier Airlines, please accept our sincere...

apologies for any inconvenience [redacted] experienced due to flight cancellations on September 15. As you can imagine, flight irregularities can be very challenging. The decision to delay or cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. Please know that it is never our intention to disappoint our passengers.
During times when we are experiencing cancellations due to mechanical related issues, Frontier Airlines assists passengers with making changes to their reservation and taking care of the expense of hotel accommodations. We do compensate passengers during mechanical related delays, as [redacted] was compensated $200, which is our maximum compensation as well as meal vouchers and a hotel voucher.
While we recognize this does not change the time and inconvenience lost, we hope that [redacted] will choose to fly with us again.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

03/07/2017 11:39 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   On December 28th 2016 I sent you this message:   Our ApologiesFirst, I just want to say on behalf of Frontier, we are so very...

sorry. We’ve had hundreds of disrupted flights over the past few days and we know this has been incredibly inconvenient and frustrating. We are focused on providing a good experience to our customers and we know we failed to meet this commitment to you. Safety is Our PriorityAs you can imagine, flight irregularities can be very challenging and I'm sorry you experienced a flight cancellation. I also know that you expect to get where you're going safely. It's never our intent to disappoint or inconvenience our passengers.   Reimbursement I have issued the reimbursement of your [redacted] ticket in the form of a check. The amount of $349.10 had been reimbursed. Please allow 4-6 weeks for the check to be processed and delivered. Please respond back if this address is incorrect.   I will sent the check to: [redacted]
[redacted] Voucher InformationI see that you were issued a $200 voucher to use as a discount toward a future flight with Frontier. The voucher will expire March 21st 2017, though you are able to book as far as Frontier's schedule will allow.  Come Back SoonWe know that as a company that has people like you counting on us, we failed you. We take this letdown very seriously. We know that we could have done better. And the whole company, virtually every department and employee, is working hard to get us back on track and make things right for our customers. Thank you for choosing Frontier and we hope to make it up to you on your next flight with us.Best wishes,[redacted]
[redacted]
[redacted]

06/28/2016 11:34 AM Hello [redacted]   Thank you for contacting Frontier Airlines Central Baggage Service.   I would like to apologize for your baggage delay on June 13, 2016. We did not receive any attachments with this communication showing any receipts or anything else...

that shows items purchased while the bag was delayed.   Receipts for clothing or toiletries purchases made during your bag delay can be submitted for reimbursement directly to the City Manager in the city in which your claim was made.   Or can be mailed to the following address for reimbursement consideration:   FRONTIER AIRLINES, INC. [redacted]
[redacted]
[redacted]   Please include the original receipts, a short note requesting reimbursement, your claim reference code , your contact information and your permanent address so they know where to send the check. Please note you must have made a claim in order to be eligible for a reimbursement. That claim would have had to be made at the airport within 4 hours of the delay.   If you have any other questions or if you need the contact telephone number or address for the city your claim was filed, please feel free to contact us directly at: ###-###-####. We are open Monday through Friday 7am - 4pm Mountain time.     [redacted] Frontier Airlines Central Baggage Service Specialist ###-###-#### FlyFrontier.com/CustomerRelations

Initial Business Response /* (1000, 7, 2015/12/15) */
[redacted],
Thank you for contacting Frontier Airlines.
We are continually working to improve our service and minimize baggage mishandling. Situations such as this are no more acceptable to us than they are to our customers. We can only assure...

you that your experience is not typical of the standards we strive to maintain.
Respectfully, we are unable to honor your request for refund of your checked bag as bag fees are non-refundable.
Nonetheless, in an effort to restore your confidence in our service, we have issued an electronic voucher in the amount of $25, which can be applied towards your next Frontier Airlines flight.
To redeem your voucher, visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number:
XXXXXXXXXXXXXXXXX - [redacted] - [redacted]
These vouchers must be redeemed by February 26, 2016, but you do not have to travel within this timeframe. Future 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.
Sincerely,
[redacted]
Reservations Specialist
Frontier Airlines
[redacted]
Electronic Vouchers:
A few more things to know about the voucher:
It's not redeemable for cash.
It's valid for 90 days from the date of issue and may not be extended.
It may not cover the entire value of the purchase.
It may be used only once, so there will be no remaining value after redemption.
It's not transferable and may only be redeemed in the name of the passenger ** 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.

Response Email   08/29/2017 07:21 AMHello [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Thank you for your patience in this matter. I know this has been a long process. I was making sure that your check for the stroller was approved and apologize for the delay in my response.VouchersAs a customer service gesture I have issued three vouchers to you and your husband. They have been issued in the amount of $150 each with a year long expiration date of  August 15, 2018, but you do not have to fly by then travel just needs to be reserved before that expiration date.[redacted]Please see below for redemption details.ReimbursementYour reimbursement check has been approved in the amount of $279.90 and is being sent to the address provided. You should be receiving this shortly.We Hear You[redacted] I do apologize for your experience on your trip. I do hope that I was able to resolve everything. If you need anything further please let me know. I hope your family had a good a great trip to [redacted], and that the school year goes well.Kindly,[redacted]
Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 9, 2015/11/13) */
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 it is never our intention to inconvenience our passengers. Please...

understand we must be consistent in policy to be fair to all our passengers.
Our records indicate you purchased your tickets with One Travel.com. When passengers choose to book their reservation with a third party agency they are always advised to go onto the web site of the airline they are thinking of purchasing to review their fees and policies.
Here is a link from our web site advising of seat fees: http://content.flyfrontier.com/travel-information/seating-options
I'm sorry we are unable to honor your request.
Regards,
[redacted]
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 11, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know what the website states, I even included it in my complaint. The website does not, however, advise that this includes children who cannot care for themselves. The site needs to include a disclosure for young children because I am sure they will continue to have this problem, if it's already not a reoccurring a issue seen.
Final Business Response /* (4000, 13, 2015/12/03) */
Dear [redacted],
We have received your rebuttal as submitted to the Revdex.com.
If you prefer we can refund your tickets if you don't want to pay for seats.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/18) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We are disappointed to hear about the behavior you describe of our representatives....

We have high expectations of our employees and for training purposes; we have made your comments available to the customer service manager for internal follow up and review.
Your comments regarding your seat condition has been forwarded to our Aircraft Appearance team. Typically, repairs are done immediately providing there is time between flights which will not cause a delay. I regret any inconvenience this may have caused.
We apologize for any confusion or misinformation regarding our baggage policy. According to our records, you purchased your tickets online at Flyfrontier.com. During the booking process we provide information regarding baggage fees and dimensions. We provide the opportunity for customers to pay the lowest baggage fee available at time of booking. We regret if this information was overlooked during the booking process. We act in good faith by providing all travel related information before purchase.
All passengers [redacted] allowed one free personal item that will fit under the seat in front of you. It can be no larger than 14" tall, 8" wide, and 18" long (including handles, wheels, and straps). Items such as: backpacks, purses, briefcases and computer bags.
Carry-on bags charges vary based on the type of fare you purchase and when you finalize your travel purchase. Carry-On Bags can be no larger than 24" tall, 10" wide, and 16" long (including handles, wheels, and straps) and no heavier than 35 pounds. Carry-on Bags must be able to fit either underneath the seat or in the overhead bin.
According to our records, you contacted Frontier on May 9, 2015 to inquire about a free personal item to carry onboard the aircraft. It is documented that our representative provided information on a personal item.
Regrettably, we are unable to honor your request for a refund of your baggage fee or provide compensation in this situation. We understand that this may not be the answer you expected, and we are sorry to disappoint you.
We hope to have the privilege of serving your future travel needs under more pleasant circumstances.
Sincerely,
[redacted]
Customer Relations
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not sure what the representative put in his notes, however someone should listen to the call which is recorded. I didn't call in asking about a personal item, I called in about carry on and check bag fees. I know I can take my purse on for free, so why would I call in to ask about it. If he would have told me at the time of the call that I would have to pay, I would have done that online which would have been cheaper, as I joined the club that you offer that makes baggage fees less, keeping in mind this my first time so I don't know what is suppose to cost and whats not. Its sad that as a first time customer I was made to feel like my opportunity to be a frontier customer has done much more harm than good. This isn't about money per-say, this is about the lack of customer service via phone and in person, Its sad to know that frontier jumps at the opportunity to take advantage of its customers and not willing to make it right. The mere fact that I went this far says that I have a genuine about being mislead.If you think about what he noted and what my complaint is, it doesn't make since. He worded the conversation to work in his best interest and Frontier is only in the money making business and not keeping customers ( I saw all the complaints on your Facebook page.), the question is how do you make money without happy customers?? If you want me to be a customer ever again or anyone I know (as I will share this experience with anyone that will listen), then you will make it right.
Final Consumer Response /* (4200, 11, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They didn't not offer a resolution of any kind. They don't seem to even take it seriously. I was lied to by the representative and frontier airlines is more interested in covering their behinds and not keeping or appreciating their customers.
Final Business Response /* (4000, 13, 2015/07/31) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
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 remain consistent. Again, we regret any confusion or misinformation you received regarding our baggage policy.
We appreciate your understanding and we look forward to the opportunity to serve you again aboard Frontier Airlines.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

05/05/2016 06:12 PM Dear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I'm sorry you were surprised by Frontier's pricing policy, [redacted].  At Frontier, we know that above all else, our customers want low...

fares. Frontier's focus is to provide the lowest fares that get you from point A to point B. You then have the option to add on the extras that are important to you. This is a key ingredient to keeping fares low for all of our customers.We work hard to ensure everyone knows what to expect when booking directly at www.flyfrontier.com. I'm sorry you did not have the opportunity to review expected fees before making your purchase with [redacted]. We have disclosed our pricing polices to all third party agencies and those agencies are required to let their customers know the terms of the operating carrier. Most agencies provide the website address for all airlines included in their customers' itineraries. According to your record, you did not pre-pay for your seats to be together. When passengers choose not to pay the additional fee for specific seats, ones will be assigned on the day of travel, but very unlikely that we will have seats together if the flight is full. Once at the gate, our agent will do their best to rely on the kindness of other passengers to get seats together with your little ones, but remember, those passengers paid to be sitting in their preferred seat, so it's not an easy task and we suggest that you pre-pay for your seat in advance to make the process smooth for everyone. We do not feel that our agent was being a "[redacted]" but upholding our policy.  They are required to issue everyone an assigned seat, then further handling is done at the gate.Respectfully, we are unable to provide a refund of your tickets that were flown, but I have forward your feedback to our policy makers for future consideration. We regret this incident has caused you not to want to fly with us in the future and hope you will reconsider.Kindly, [redacted] Customer Relations SpecialistFrontier Airlines 05/06/2016 02:03 PM [redacted], The only fees paid was $60 for two bags, no seat fees.  If you want to provide your receipt, please do so for further consideration. Otherwise, your comments will be added to your file, but we will not have any further communication with you due to your language. [redacted]

Initial Business Response /* (1000, 5, 2015/06/16) */
Dear [redacted]
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
After review of your situation, I found that there was some miscommunication that...

occurred in regards to your refund that you were supposed to receive back in early spring of this year. I apologize that it has taken this long to provide you with the correct refunds.
Our Customer Relations agent, [redacted], was correct in that we do not normally refund exchange fees or service fees, even if a flight is cancelled. However, due to the miscommunication and mishandling of your refund, I will make sure that all your monies are returned to both you and your business credit card.
I am currently checking with our Refund specialist as I do not have access to see how the funds have been processed. I will provide you with an update as soon as I hear back from him regarding your refunds. In the meantime, I would just like to clarify that $598.70 for the airfare and $30 for a bag fee should have been refunded to your personal credit card and $158.37 should have been refunded back to your business credit card for the exchange and service fees. Please let me know if that is not correct.
If you have received any refunds as of now, please also let me know of this so we can get it corrected quickly.
I would like to thank you for your patience and understanding as we look into this concern. I hope to get back to you before the end of the week.
Kindly,
[redacted]
Customer Relations Lead
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 7, 2015/06/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They proposed to refund the $100 difference that they agreed before, so I accepted.
They made no comment about my request of refund my portion of prepaid hotel of $344 though.

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Thank you for letting me know about the schedule change you experienced for your flight from Denver to Providence on February 6, 2018 . I'm really sorry to...

hear that both of your flights had schedule changes over 12 hours. SchedulesI understand you're flying with us because you have somewhere to be at a certain time. That's a reasonable expectation! I know changes to your plans can be frustrating and although schedule changes are an industry practice, here at Frontier Airlines we make every effort to minimize these changes. Some updates are necessary for operational purposes, and can even reduce costs. We appreciate your cooperation as these changes will allow us to pass the savings on to our customers by continuing to offer the lowest fares in the industry. OptionsAccording to my records you accepted the schedule change on January 27, 2018 at 12:08 AM MST. Because of the length of the schedule change, we have a few options for you:1. We can help you re-schedule your flights and waive fees. If you would like to re-schedule, please call our reservations team at (801) 401-9000.2. We can cancel you reservation and give you a full refund for your flight. If you would like this option please write back to us so we can begin the refund process. ReimbursementI'm sorry you incurred additional expenses due to the schedule change. I understand the inconvenience this has caused. We're unable to reimburse for expenditures such as hotel rooms and time missed. We Care About YouAs a gesture of apology for the schedule change you experienced, I have issued you a $75 voucher (xxxxxxxxxxxxxx) to use when booking a future Frontier flight. Your voucher expires on May 6, 2018, but you do not have to travel within this time frame. Travel just has to be reserved before the expiration date. Further voucher redemption details are below. Come Back SoonI apologize again and highly encourage you to give us the chance to impress you on your next flight. I'm confident your next experience with us will be a good one! Regards,Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 4, 2015/06/24) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
I'm sorry you were unable to make your flight. Frontier Airlines does have a...

strict 45 minute cut off, once it is past the cut off agents are unable to check in passengers ** bags. Once the flight has closed agents will proceed to the gate to help the flight depart. Kiosks will also not allow check in and advise that you must see an agent as the flight has closed.
If you are unable to make your flight you do have the option of the next available flight for a fee. If you choose not to travel the fare is left open for you book one year from the June 1, 2015 date of issue with any applicable change fee and fare difference. Our reservations department is available 24/7 at XXX-XXX-XXXX to assist with re booking.
We hope to have the opportunity to welcome you aboard future Frontier Airlines flights, under more pleasant circumstances.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 5, 2015/09/09) */
Dear Mr. [redacted],
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 time. Because 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 45 minutes prior to the scheduled flight departure for domestic flights, and 60 minutes for international flights. Passengers 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 45 minute cut off and give a message: "Your flight is boarding soon. Please 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 45 minute cut off. You must have your boarding pass in hand at the 45 minute cut off. We advise this while making your reservation as well as in your emailed receipt. We 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 caused. We are disappointed that you may not be 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 following the policy and guidelines of our 45 minute cut off time.
Thank you for taking the time to write. We look forward to welcoming you onboard many future Frontier Airlines flights.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They completely ignored the matter of their website and employees who instead of taking Regular guests when there was no one on the VIP line also made me miss my flight.
Final Business Response /* (4000, 9, 2015/09/19) */
Dear Mr. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
Our records indicate you went on line August 24, the night before your return flight and at 7:54 pm you paid $20 for your bag and at that time you could have checked in and printed your boarding pass.
When arriving at the airport your bag must be checked in and boarding pass in hand at the 45 minute cut off. We regret that you feel that our agent didn't provide customer service because she wouldn't call the gate. Our agents must be consistent and follow policy to be fair to all passengers.
On August 24 flight [redacted] O'Hare to Orlando was scheduled to depart at 1:55 and this flight pushed out of the gate at 1:53.
We are sorry for any frustration this may have caused.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines