Frontier Airlines, Inc.

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

Initial Business Response /* (1000, 6, 2016/01/05) */
Dear Mr. [redacted],

We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

This has been escalated to our Early Returns manager and an email has been sent to...

our Early Returns Manager and we are awaiting a reply.

As soon as I receive a reply I will follow up with you.

Regards,

[redacted]
Customer Relations
Frontier Airlines
Complaint Response Date bumped because: Data Base Migration
Initial Consumer Rebuttal /* (2000, 8, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Frontier refunded the disputed milage to my account.

11/11/2016 04:28 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   MasterCard Promotion Upon application for a Frontier World MasterCard, one can earn 40,000 bonus miles after $500 in...

purchases in the first 90 days. These 40,000 miles can be redeemed toward two round trip flights.   When redeeming these miles, you must to go through the booking process showing "miles" as the transaction currency rather than sales dollars. By changing the view of currency to miles, you can see that different flights are worth different miles, depending on the demands for the flight. Some flights are worth more miles, some flights are worth less.  In your case, the one-way flight from Las Vegas to Cincinnati was worth 20,000 miles per person, amounting to the total reward amount of 40,000 miles.   For further information regarding the rewards and how miles work, click on the link below:   Frontier MasterCard   I am truly sorry for the misunderstanding of our MasterCard rewards. Unfortunately, it is not in our policy to process a refund for your inbound flight from Cincinnati to Las Vegas.  However, I wish you a safe trip, and I hope that this instance does not hinder your future flights with Frontier Airlines.   Kindly,   [redacted] Customer Relations Specialist Frontier Airlines

08/21/2016 03:17 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.  Your Reservation I'm very sorry to hear about your recent travel experience with us. I see that you selected to sit in...

stretch seats in row one of the aircraft on May 17th. Our records indicate that on August 3rd at 8:30pm eastern time, someone on the itinerary went and assigned everyone seats, 40B for you, 40A for [redacted], and 39F for [redacted]. As you mentioned, you were then moved to seat 8F by one of our reservations agents after calling in. Shortly after calling in, you were moved again to seat 2B, which is a stretch seat.   Our records indicate that your party boarded the aircraft and [redacted] had seat 40E, you had 2B, and [redacted] had 40F. I apologize that you did not sit in the stretch seat that you desired. Since you did not sit in the seat that you paid for, you are due a refund in the amount of $45. Payment records show that a refund of $16 was issued to your card ending in 3621 on August 3rd. The residual amount that you are due, $29, has been refunded to the same card. Please allow five to seven business days for the money to arrive in your account.   Seats When customers do not want to pay to select a seat, they will be assigned one when they check in for their flight. We try to keep parties together, but the only way to ensure that your party is seated together is to purchase seats before departure either online or during the check-in process. I apologize that your party was split up on your flights.   Arrival I see that your flight from Orlando arrived in Denver at 11:18, as you mentioned. After a wait of 27 minutes, the aircraft arrived at the gate. I apologize for the unexpected delay in Denver and for the wait for baggage.   Compensation As a gesture of apology for the overall experience your party has been issued $25 vouchers. Please note that these vouchers must be redeemed by November 18th, 2016, but travel may commence as far out as our schedule allows. [redacted] Once again, I sincerely apologize for your overall travel experience with us. We hope to welcome you all on a future Frontier flight again soon.   Respectfully,   [redacted] Customer Relations Frontier Airlines

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

Tell us why here...Hi [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. Please accept my apology for any inconvenience you experienced when contacting us regarding your cancelled reservation. I...

understand your concern with having cancelled. If a flight is cancelled voluntarily online you would be charged any fees associated with making a change. I see however that you did contact us as soon as the error was made and have reinstated the original itinerary and emailed to you. I am sorry this was not done when you contacted us and I can only assure you this is not the type of service we strive to provide. I'm sorry that happened to you. Your comments will be made available to our Reservations leadership team for internal review and training purposes. Thank you for your patience. We look forward to welcoming you on your upcoming flights. Sincerely, Customer Relations AdvocateFrontier Airlines

06/07/2016 08:17 AM [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I am sorry for the inconvenience that the delay caused you and Ronald when traveling with us on May 28th from Cincinnati. My...

research indicates that flight 1155 was delayed due to weather.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, we take great care to operate a safe and on time airline. It is never our intention to disappoint passengers.In the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are unavoidable. This is a situation faced by all airlines and, try as we might, no air carrier can guarantee that all flights will depart or arrive on schedule.   Although I am extremely disappointed that the flight irregularity impacted you negatively, I am unable to refund a ticket that was used. As is the case with all uncontrollable delays and cancellations, we are unable to assume liability for additional incidental or travel-related expenses.   My research shows your tickets were purchased with [redacted] and I reviewed their website. When selecting the flight with Frontier Airlines the page will populate and on the right hand side [redacted] provides the customer "Important Flight Information". This information provides the customer Frontier's fare rules and advises that there is an additional charge for the following items, which include advance seat assignments. I'm sorry when booking your flights on [redacted]'s website you missed this information.Your continued support is very important to us. We certainly hope to have the opportunity to restore your confidence in our service.Sincerely,[redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/05/05) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We strive to complete schedule changes as far as possible in advance as to allow...

enough time to advise our passengers who have already made reservations for the affected flights. When reservations are made in advance it's possible that multiple schedule changes can occur before the actual travel date.
When we have to change a flight, please know it is because we have exhausted every other option, and that this decision was made as a last resort. Although we always strive to maintain our schedule, there are situations where flights may have to be changed, despite our best efforts. We sincerely apologize for any inconvenience this may have caused.

If the schedule change is unacceptable to the customer we will provide a full refund, just as we did with you. Regrettably, we do not provided additional compensation due to schedule changes. Please review our Contract of Carriage regarding schedule changes at www.Flyfrontier.com.
We hope to have the privilege of serving your future travel needs, under more pleasant circumstances.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I recognize Frontier's response, and their willingness to refund my ticket (thank you), it does not satisfy or resolve the issues created
It is mainly the difference in cost from their ticket to another airline. This cost was over $1111.00. I did not request damages, but only what is fair and lost.
It does not satisfy their failing to maintain typically industry standards, and as a result cause significant cost to their customer. Their leaning on an ambiguous term, such as "change" should be future defined. When is a change so significant that it is no longer a change, but a different agreement? The fact that Frontier changed dates should be considered a different agreement. Since no notification was made their lack of action caused significant damages. These damages were in an amount exceeding $1111.00 for the group. There is also a significant amount of time lost, and stress created on relationships and me. I encouraged others to arrange the same flight to Cancun via Frontier. As a result of my trust that Frontier would fulfill their agreed schedule they are out of pocket. They also lost the opportunity to procure a cheaper flight that to this date has not change. For instance the one made by [redacted].
When making a purchase it is not reasonable for Frontier to suggest or expect a customer to plan for a date change. Frontier advertised suggested times and dates to meet a customer's need. The customer then makes decision based on their word and our agreement. The best opportunity to consider and make every effort is before a flight is advertised. Based on the typical purchase exchanges (solicit, offer, accept and consideration) a contract is made. Although their terms may suggest their right to make changes and for the customer to receive a refund it is not reasonable to expect a customer to routinely check back to determine if the original agreed purchase was changed. I came across the change when developing an itinerary for our group of 5. This is not an industry standard or typical. Frontier's efforts to "strive", "exhaust every option" and to say "we sincerely apologize" are nice words, but do not account for their failing to conduct common courtesies, or recognize the devastating feeling, the cost or disappointment when a planned trip no longer includes your favorite restaurant, you spending a few more hours with a loved one that you miss so much, leaving someone alone in a foreign country, the absorbent amount of time spent on planning that now requires more planning etc. In some cases adjustments are made easily and in other cases they are not. More and more companies require multiple calls to first make a request and then a call back for approval or verification that the request was processed.
Their reply does not account for the total 5 hours spent on hold. This is amount of time is not reasonable and something I will never get back.
I believe in fairness and being reasonable, Frontier should have made agreements with another airline to meet the originally agreed schedule, or Frontier should reimburse for the difference between their flight cost and the cost on another airline. In this case the amount would be 1111.00.
Final Business Response /* (4000, 9, 2015/05/25) */
[redacted],
We have received your rebuttal as submitted to the Revdex.com.
I'm sorry that you feel our resolution does not resolve the issue. It is never our intention to disappoint our passengers. While we always strive to maintain schedule consistency, there are situations where changes are necessary despite our best efforts. We don't provide compensation for schedule changes. However, we sincerely regret any inconvenience this may have caused you.
My records indicate on 4/21/15 we issued a full refund for your reservation to your credit card ending in 3779. If you have not received this refund, please contact your credit card company. We do understand that you are not satisfied with this outcome and your complaint has been filed. However, we must be consistent with our policies to be fair to all passengers.
Thank you for taking the time to share your feedback it has been logged and is available for management review.
We hope to have the opportunity to restore your confidence in our service on a future flight.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Although, not everything was reimbursed. 
Sincerely,
[redacted]

01/17/2017 11:53 AM Hello [redacted],Thank you for contacting Frontier Customer Relations. At Frontier, we are focused on providing a good experience to our customers and we know we failed to meet this commitment to you on flight [redacted] from [redacted].Your ReimbursementWe want to assist with the additional cost incurred due to the flight disruption you experienced. As per the letter you received, you will be reimbursed up to $400 per person for your alternate airline arrangements, minus any refunds given.Your reimbursement request has been approved in the amount of $800.00. Your reimbursement check will be sent to the address provided: [redacted]. Please allow 4-6 weeks for processing and delivery.Your VouchersPlease know that we do value you as a customer. In an effort to make things right, each member of your party was issued vouchers  in the amount of $200 each to use towards future Frontier travel. Your vouchers expire on April 18, 2017 but you do not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details. [redacted]        [redacted]
[redacted]        [redacted] Come Back SoonThank you again for contacting us about your recent experience. I recognize my response to you does not change the time lost and inconvenience you've experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one.Regards,[redacted]Frontier Airlines

09/06/2016 02:37 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Customer Care Please know that it is never our intention to be insensitive to our customers when their travel plans get disrupted;...

unfortunately, we are simply limited in our capacity to supply incidental options to passengers in such situations. Per the letter you were given at the airport, when flights are cancelled, Frontier offers passengers one of two options: a full refund of the ticket price paid to Frontier,                                   or a reimbursement of up to $400 on another airline. Resolution My research shows that you received a partial refund (in line with option 1) and therefore are not considered fully eligible for option 2. However, we wanted to ensure that you still received $400 worth of compensation, and therefore are issuing the reimbursement check of $190.80. I acknowledge that you are requesting special consideration but we provided the maximum amount of compensation based on your situation, and I am respectfully declining your request for an increased amount.  We Appreciate Your Business While I realize this is not the resolution you sought, please remember that you also have a $200 voucher towards future travel as an additional apology from us for this experience. I hope you will take advantage of these vouchers to allow us the opportunity to regain your confidence in our performance. We look forward to serving you better on your next Frontier flight! Sincerely, [redacted] Customer Relations Frontier Airlines

Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. I'm sorry for any frustration you had with trying to cancel your reservation and trying to contact us. In you email you stated you tried to...

cancel the next day but couldn't find a 800 number. On the same page you booked your flight, at the bottom of the page there is a link to "Contact us" https://www.flyfrontier.com/contact-us/feedback/ which provides our phone number. You also clicked on the terms and conditions of your ticket which advises of the $99 change fee. https://www.flyfrontier.com/legal/ticket-terms-and-conditions Flight and 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 ###-###-####.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 ###-###-####. 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, 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 ###-###-#### to have the full value returned to your purchasing card. Otherwise, your ticket 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. Economy tickets must be cancelled prior to the departure of a flight in order to retain their value. Failure to show for any flight or cancel a ticket prior to any ticketed flight departure will forfeit the remaining value of the ticket. We are disappointed that you are not satisfied with our resolution in this matter. It is never our intention to be insensitive to our. However, in fairness to all customers, it is important for us to be consistent when it comes to following policy. 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

Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies Flight irregularities can be very challenging and I understand you're flying with us because you have to be somewhere on a certain...

day and time. Please accept my apology for the inconvenience you experienced with the unexpected disruption on flight 1944 from Ft. Lauderdale on December 18. It's never our intent to disappoint our passengers. I'm sorry you experienced this.   Safety is Our Priority Cancelling flights is a very tough decision that we don’t take lightly. Our goal is to complete all flights and get you to your final destination. We exhaust every option we have before we make the decision to cancel a flight. We faced severe weather across the US, especially in Colorado. Although the weather problem was short, it forced several delays and many cancellations. While we tried our best to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn’t successfully get them where they were suppose to be. I apologize for the flight cancellation you experienced.      My research shows that a refund in the amount of $151.20 was issued to your credit card on December 18. It may have taken a few additional days for the refund to post to your card.   Our Regrets While we are unable to assume liability for your ground transportation and other travel related expenses, we hope that the amount that we refunded helps to offset those costs.   What We Can Do In an effort to make things right, each member of your party was issued Frontier vouchers in the amount of $200.00 each to use towards future Frontier travel. Your vouchers expire on March 29, 2017 but you do not have to fly by then, travel just has to be reserved before the expiration date. We emailed voucher details separately.   Come Back Soon Thank you again for providing valuable feedback. I 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!   Regards,   [redacted] Customer Relations Specialist Frontier Airlines

06/15/2016 03:09 PM [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I understand you're flying with us because you have to be somewhere on a certain day and time. That's a reasonable expectation! Please...

accept my apology for the inconvenience you experienced. It's never our intent to disappoint our passengers.   My research shows Frontier flight [redacted] was delayed 6 hours due to a maintenance issue. I understand that delays can be frustrating, but safety is our top concern. Periodically, our flights have to be delayed due to this reason.We are not liable for other travel related expenses and I cannot refund your ticket which was flown. However, As a gesture of apology we provide compensation for the inconvenience. A voucher in the amount of $100 was issued to you, which can be redeemed for future travel on Frontier.   Your business is very important to us.  We hope to have the opportunity to restore your confidence in our service onboard a future flight.   Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/05/14) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. Our records show that Customer Relations Specialist [redacted] has been working to resolve...

your issue. Please review his most recent response dated April 30th.
After review, I have approved your request for a refund of your bag fees in the amount of $60. Please allow 7-10 business days for processing, and 1-2 billing cycles for the money to return back to the original form of payment.
Also I submitted you request for reimbursement for your purchases in the amount of $287.97, it will take 4-6 weeks to process and send your check to your mailing address.
You are a valued customer of Frontier Airlines and we appreciate your continued support. We hope to welcome you onboard a future Frontier Airlines flight.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to receive what was promised.
Final Business Response /* (4000, 9, 2015/05/29) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
After further review of your record it appears that [redacted] was mistaken in some of the information he provided. The only baggage fee collected in your reservation was for $15. A refund for that fee was completed on May 13th. The amount for your interim settlement was actually higher than the total of your qualified expenses, however, we are honoring the sum that said we would provide. I have resubmitted a check request on your behalf in the amount of $287.97. Please allow 3-6 weeks for processing. We apologize for the delay.
Your check will be sent to the following address:
[redacted]
[redacted] NJ XXXXX
If this address is incorrect or needs to be updated, please let us know as soon as possible.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (2000, 11, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They resolved 2 of the 3 issues to my satisfaction. The 3rd was reimbursement for my luggage fees which they stated I only paid $15. This is false because to check the bag one way is $30 and I checked it round trip. At this point I'm to tired to continue with emailing them and sending them proof. They promise one thing but then never follow through. I have now learned that with low fares comes horrible service. Lesson well learned.

Complaint: [redacted]
I am rejecting this response because: Even though I appreciate the refund being granted, I do not appreciate the overall message of the response.  I read this feedback as simply, here is your money but we still don't believe you.  I submitted the proof as requested by Frontier (screenshot of my bank statement showing the charge on 2/18/16 and then the 3 duplicate charges from a few days ago.)  Along the way I have completed everything that was asked of me.  I was also furious when I attempted to call in on Friday and was advised that there is nobody that I can speak to from the In-Flight Services area and that email was my only form of communication.  In this day and age of identity theft and the need of secure transactions I find it terrifying that my information was basically sitting in a repair shop waiting for a handheld device to be serviced.  Merchants have a responsibility to charge their customers within 60 days of doing business.  I was charged almost 365 days to the date and nobody seemed to care.  This was evident when I replied to the request for proof that I had previously paid for the service.  In that reply I told Frontier they could cancel that measly little voucher for travel that wont get me anywhere and again discussed how I felt unsecure about my personal information sitting on a device waiting for repair.  Instead of replying to the proof I submitted, [redacted], replied by addressing the voucher, telling me that it is still valid and I can go ahead and use it.  I have no desire to you use your voucher or your airline.  If I asked for something, received that something, my next response would be to that something.  There was no mention at all about the proof I submitted.  If you still needed time to research that would have been fine.  [redacted] could have simply stated, Thank you for submitting the requested information.  We need more time to research the transactions and determine a final resolution.  In the meantime, and then go into the spiel about the voucher.  But that didn't happen, which is why I needed to bring in the Revdex.com, because I felt it would be the only way for me to get through to you guys that this is a duplicate charge.  Wouldn't you know it worked. So I do accept the refund, I just don't accept anything else from Frontier about this situation. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/13) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We have reached out to our [redacted] station and requested a detailed account of the...

situation you described. Once we have all the necessary information we will reply to your claim.
We appreciate your patience.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Business responded with a $25.00 voucher for our next flight within a year. We can only afford to fly every so often and this wouldn't do us any good. We want at least the amount of a one way flight to Cancun and the amount for the loss of services due to not having luggage. Also health was put in danger because my medication was in my luggage.
Final Business Response /* (4000, 14, 2015/09/15) */
Dear Mr. [redacted],
On September 1st Central Baggage Supervisor [redacted] wrote to you. I have copied her email below.
Dear Mr. and Mrs. [redacted],
Frontier Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concerns. We have filed a formal complaint on your behalf with the Customer Service and Inflight Management teams regarding your complaints.
Please accept our sincere apology for the delay of your bag when you traveled with us on July 11th, 2015, from Cincinnati, OH to Cancun, Mexico.
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. Our records indicate that your delayed bag was forwarded to Cancun and delivered to you on the 13th of July, and we would certainly like to apologize for the 2 day bag delay. Your bag was delayed due to a bag belt problem in Cincinnati. The equipment at the Cincinnati airport is owned and maintained by another airline, that tried to rectify the problem as quickly as possible but did cause Frontier to delay several bags for the Cancun flight.
If you have original receipts for interim clothing and toiletry items purchased during the delay, you may scan and email the receipts to [redacted] or mail to the Central Baggage address below, for forwarding to the Cancun Management for review and reimbursement. You may reach our Cancun Baggage Service office directly: XXX-XXX-XXXX, with any inquiries.
Frontier Airlines, Inc.
Attn: Central Baggage Serivce
[redacted] XXXXXX
[redacted] XXXXX
As a customer service gesture, we have provided a $50.00 travel voucher each for [redacted] and [redacted] for a discount on a future Frontier flight.
To redeem your electronic vouchers, visit www.FlyFrontier.com and book your flight. On the "Purchase" page, select "Voucher", then enter the following voucher number: [redacted] #XXXXXXXXXXXXXXXXX and [redacted] #XXXXXXXXXXXXXXXXX exp 03/01/2016
Please be sure your new ticket matches the name EXACTLY as shown below, or the discount may not be recognized.
Last Name: [redacted]
First Name: [redacted]
Amount: $50.00
Redeem by: 03/01/2016
Last Name: [redacted]
First Name: [redacted]
Amount: $50.00
Redeem by: 03/01/2016
[redacted]
Terms and Conditions for Electronic Travel Certificates:
-The passenger is responsible for payment of any difference between the value of the certificate and the value of the ticket.
-Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased.
-Valid for 6 months from the date of issue and may not be extended.
-Nontransferable; may only be redeemed in the name of the passenger ** whom it was issued.
The Certificate cannot be:
-Applied toward the purchase of Travel Insurance or STRETCH seating.
-Applied toward baggage fees, change fees, or other charges.
-Combined with any other voucher, promotion, or discount.
-Used with group travel
-Redeemed for cash
Other conditions may apply.
For any questions regarding your certificate or to redeem, please visit www.FlyFrontier.com or contact Frontier Airlines Reservations at X-XXX-XXX-XXXX. We are open 24 hours / 7 days a week for your convenience.

If we can be of further assistance, please don't hesitate to contact us via email at: [redacted], or by calling: XXX-XXX-XXXX Monday-Friday 7:00am-4:00pm Mountain time.
At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances.
Sincerely,
[redacted]
Central Baggage Supervisor
Frontier Airlines
Best,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 16, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not feasible, we will not be able to fly by that deadline. The company caused me health issues, two nights worth of fine dining among a ruined vacation.

Initial Business Response /* (1000, 5, 2015/06/16) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. We appreciate your feedback and need to gather additional information in order to assist...

you further.
Please reply with the passenger name as it appears in the travel record, the six-digit reservation code, city pairs, and approximate travel dates, and any baggage claim information you might have.
We assure you that your concern is important to us and we will get back to you as soon as we receive this needed information.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Still not refunded the $59 that is owed to me.

Initial Business Response /[redacted]/
Mr. [redacted],

As promised, I researched the situation of your booking and I appreciate the opportunity to address your concerns.

According to our records, you booked your reservations through Orbitz on June 13, 2015. You selected a...

departure from Washington, Dulles to Denver on June 26, 2015 and returning June 29, 2015.

In researching, you contacted Frontier and changed your flights to depart on June 19, 2015 and returning June 22, 2015.

You chose an Economy fare in the amount of $396.20 in your initial booking. When you changed your flights the fare increased due to the higher fares that applied for the new dates. The change in dates resulted in an additional fare increase of $542.00 for a total cost of $888.20.

We understand there are times when customers need to cancel a reservation and we do have a 24 hour ticket refund policy in line with DOT requirements. We can refund tickets in full if cancelled within 24 hours of booking if the booking is for travel at least 7 days later. However, our policy states if the travel is within 7 days of purchase the 24 hour rule does not apply and tickets will not be refunded. Your purchase was made on June 13th for travel on June 19th which does not meet the 7 day requirement.

As a goodwill gesture, we would like to provide a $200.00 travel voucher which can be used toward the purchase of future Frontier travel. Vouchers can be redeemed on our website or by calling our Reservations Center at XXX-XXXX-FLY (XXX-XXX-XXXX). To redeem your voucher online, visit www.FLYFRONTIER.com and book your flight. On the "Purchase" page, check mark "Voucher", then click "Lookup".

Name: [redacted]
Voucher number: XXXXXXXXXXXXXXXXX
Expires 9/17/15 (this means your travel using the voucher has to be booked by this date)

Full Terms and Conditions are listed below.

In reviewing your purchase I found you were overcharged $25.00 for the external ticketing fee (third party exchange ticketing fee). This fee is a onetime fee per passenger [redacted] you were charged twice in error. We have submitted a refund of the overcharge of $25.00. Please allow 5-7 business days for this to post to the credit card ending in 3443. I sincerely apologize for this error.

Your continued support is very important to us. We hope to have the privilege of serving your future travel needs.

Sincerely,


[redacted]

Frontier Airlines