Frontier Airlines, Inc.

Complaint: [redacted]
I am rejecting this response because:the additional fees incurred for last minute adjustments to my travel arrangements total over $600.00. I will not accep at $25 voucher as grounds for rectifying the poor and inconsiderate service received by Frontier. It's either more will be done or the complaint will stand.
Sincerely,
[redacted]

Final Consumer Response /* (2000, 6, 2015/08/27) */
Frontier airlines has responded to my complaint via email today.
Sent from my iPhone

04/14/2016 01:12 PM [redacted], We've issued $199.00 per passenger vouchers as a gesture of goodwill. The $99.00 per passenger itinerary change/cancellation fee was a term of your Economy fare and applies when you do not travel on your original itinerary. The applicable fee was deducted from the value of your unused fare and unused fees before vouchers were issued. https://www.flyfrontier.com/travel-information/travel-policies/Your voucher numbers are [redacted] ([redacted]) and [redacted] ([redacted]). They can be applied to your next online booking at www.flyfrontier.comThese vouchers must be redeemed by July 5, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.Sincerely,[redacted]Frontier AirlinesCustomer Relations04/14/2016 10:39 AM Mr. [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.We are unable to accommodate your request for 2 adult roundtrip tickets to Salt Lake City UT from Chicago IL to be used within three months. As indicated in our initial reply, we may be able to provide vouchers for the remaining value of your unused fare, minus the applicable cancellation/change fee. If you'd like to receive vouchers, for use on future travel, please let us know. Kind regards,      [redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/10/20) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
This is being researched. Just a few questions, did you try to check in at the kiosk?...

Did you show the agent the email we sent you with your reservation code? Do you know the agents name? What time were you at the ticket counter, we may be able to pull up the video?
Thank you for providing this information.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Response Email   10/20/2017 01:02 PM   Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for contacting Frontier Airlines in regards to a refund request for your flights to and from...

[redacted]. We are very sorry you had experienced delays on both of the flights and we would like to explain why you had been delayed.   Safety is Our PriorityI understand you're flying with us because you have somewhere to be.  Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed due to this reason. Please accept my apology for the unexpected interruptions.   Our records show that your first flight from [redacted] to [redacted] was delayed for a security reason. Our airport team had felt at this time we needed to hold all flights leaving [redacted] for a small period of time. Our records show that you had been delayed 50 minutes for this reason.   Our records also show that your second flight from [redacted] back to [redacted] was delayed for a mechanical issue with the plane that needed to be corrected before take off. We also had begun to add some standby passengers on the plane while the mechanical issue was being fixed. In total this flight had been delayed 1 hour and 25 minutes.   What We Can DoWe cannot provide a refund for flown travel. We are sorry if these delays had inconvenienced you, but safety is our top priority with passengers.   However, it is important for us to keep good relationships with customers like you. In an effort to make things right,I have issued  you and your family vouchers in the amount of $25 to use towards future travel.   [redacted]
[redacted]
[redacted]   Your voucher expires on January 18th 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 recognize this does not change the time lost and inconvenience, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one! As a valued customer with Frontier Airlines we always wish you safe travels and we hope that we can accommodate you in the future when traveling.Regards,[redacted]
[redacted]

10/27/2016 10:31 AM Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.[redacted] did you happen to receive my email I sent on October 21, 2016? I reinstated your $207.98 credit as a voucher. Your voucher number is...

[redacted] and I reincluded instructions on how to redeem the voucher below. Unfortunately I am unable to reimburse your fare. If I can do anything else, do not hesitate to ask. Have a wonderful day [redacted]. Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/05/25) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We recommend passengers arrive 2 hours before scheduled departure, as reservations...

and seat assignments are subject to cancellation for passengers who fail to make themselves available for boarding at the departure gate at least 15 minutes prior to departure. For more information please see the "Involuntary Ticket Cancellation" section of this page:
http://www.flyfrontier.com/travel-information/travel-policies
Once a flight is closed, our agents are unable to reopen the flight to print passes, check in baggage or allow late boarding. If a flight is missed, passengers are offered the next available Frontier flight with open seats. A fee is then collected based on ticket type, which is non-refundable. Since this fee was properly assessed, we are not able to refund it.
We regret that when you missed your flight you were separated from your baggage. We certainly apologize for any inconvenience this delay created for you. If you have receipts for any interim expenses, please submit them to us for consideration.
Frontier Airlines, Inc.
Attn: CBS
P. O. Box XXXXXX
Denver, Colorado XXXXX
If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:00 am-4:00 pm Mountain time.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Response Email   02/16/2018 01:26 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Optional Travel ServicesI can imagine your frustration when you were advised that here at Frontier, we...

charge for optional travel services such as use of overhead bin space, or pre-selecting a desired seat in advance. I understand. Here at Frontier, we know that above all else, our customers want low fares and our focus is to provide the lowest fares that get you from point A to point B. Selling tickets at prices as low as ours and then charging for options allows customers to fully customize their travel experience.Explanation of FeesSEATS - Although prepaying for a seat is the only way to guarantee your desired seating location, this fee is never required. You always have the option to take whatever remaining seat is available, on the day of travel, free of charge. Total DisclosureWe work hard to ensure everyone knows what to expect before making their purchase with us. When 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 page. I'm sorry you did not have the opportunity to review expected fees before making your purchase with [redacted]. Third Party BookingWe have fully disclosed our pricing structure to all third party agencies. While they are required to share this information during the booking process, sometimes it's not as clear as it is on our website. Visit Frontier for the most up-to-date and accurate policies.We Hear YouWe are constantly reviewing our fares, along with our competitors', and have found the fares we offer are typically the lowest amongst our competitors in the markets we serve, even with added fees. Nevertheless, I understand where you're coming from and I'll share your concerns with our Marketing team.Low Fare Done RightKeep in mind that Frontier is able to offer such low fares by charging for certain optional components of the travel experience. I know it seems odd, but by doing so, we can continue to offer very economical fare levels that allow our customers to travel more often.Next time you might consider one of our bundled packages, The Works and The Perks. Each option bundles extra services such as bags and seats in one low price.  Customer Service Is Key After reviewing your reservation, I found that you were charged $35 for your checked baggage. If you choose to book directly with Frontier, the cost is $25 at the time of booking and then the price changes based on where the bag is purchased.   Additionally, as our baggage fees are non refundable, I can not issue you a refund. A credit shell of $60 was issued as a one time customer service gesture and I can not offer you additional compensation for this incident. Your CreditPlease go to www.FlyFrontier.com when you are ready to book travel and apply your credit. You will create a new reservation and continue all the way to the payment screen. Click on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code: XXXXX, and this email address: xxxxxxxxxxxxxxxxx. Use your credit card to pay for any difference in cost, if applicable.Come Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airline. I'm confident your next experience with us will be a good one!   Regards,Customer Relations SpecialistFrontier Airlines

09/29/2016 02:51 PM [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. Our Policy Respectfully, I still have to stick to our policy that is listed in the terms and conditions of your ticket. There is no recorded information that one of our agents offered that option, and if they did they were wrong. Please view the terms and conditions of your ticket for more information.   We Hear You We are disappointed that you are not satisfied with our position 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 remain consistent.   Kindly,   [redacted] Customer Relations Frontier Airlines

06/07/2016 04:46 PM Hello [redacted],I want to thank you for writing us in regards to your recent experience with Frontier Airlines.After researching your file I was able to see that your credit card was refunded for the full amount ($268.91) on June 5, 2016.  Please allow 5-7 business days and...

you should see the funds reimbursed to your account.We appreciate your business and hope to see you on-board future Frontier Airline flights.   Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

10/17/2016 02:35 PM [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I'm sorry you are still dissatisfied with our resolution to your concerns. The matter was actually closed back in May, but I offered the $50 voucher as a sincere gesture of apology. Vouchers are Frontier's only means of providing compensation and it is our strict policy that vouchers are valid for only 90 days after issue. In a last effort to resolve your concerns, I can offer a one time extension on the voucher out to 6 months. You don't have to travel within this timeframe and you can book future travel as far as our schedule allows (so its really a value of around one year out).I hope you understand this is the most we can offer. Should you reconsider, your new $50 voucher ([redacted]) must be redeemed before March 31, 2017. Your previous vouchers has been voided. Kindly, [redacted]Frontier Airlines

07/26/2016 05:55 PM Hello [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Things You Should Know We offer full refunds on all canceled flights. I apologize our agents you interacted with weren't aware of...

this policy. This incident will be forwarded onto leadership for review for appropriate corrective action to be taken.   I'm sorry for the inconvenience you had when trying to use your credit. Flight credit is associated with the reservation that it is given under which is why we need the confirmation number to use the credit. We can usually find this number for you using the email address associated with the reservation. In the future you can find all past trips reservation numbers on your Early Returns Profile under the Past Trips Tab at the top center of the screen.   Because of the expired credit that is associated with this reservation I am unable to directly refund the card used to make the purchase. I'm guessing this is what our agents meant when they said it was a non refundable fare. I am unable to offer you a gift card since we no longer have Frontier gift cards.   Receiving Your Refund As a customer relations gesture I can do one of two things for you; either issue a voucher for future travel in the amount of $154.00 or process a check for $134.00 and reissue the expired $20 voucher, you used to book this flight.  If you would prefer a check please reply with the address you would like to have the check mailed to. Please allow up to 6 weeks for the check to arrive.   We Care About You!No matter which option you choose, it is important for us to keep good relationships with valuable customers like you. In an effort to make things right, please accept this $25 voucher [redacted] to use towards future travel. The voucher must be redeemed by 10/23/16, but you do not have to travel within this time frame.   We look forward to welcoming you on many future Frontier flights to wipe the bad taste from your mouth with more of the excellent service you've come to expect from Frontier.   Kindly,   [redacted] Frontier Airlines Customer Relations Specialist

Complaint: [redacted]
I am rejecting this response because:There is no response given from Frontier Airlines.  How am I supposed to respond to a message that does not contain information on how they are going to make this situation fair.  We are out $666.00, plus $35.00 in parking fees.  My wife's heart is still broken from the way we were treated at the ticket counter.  C'mon, this is not a hard one to figure out.Aggravating to say the least.
Sincerely,
[redacted]

Response Email   09/12/2017 09:47 AM   Dear Sofya,   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Please accept my apology for the change in your seat assignment when departing [redacted]...

August 10, 2017 and any discomfort this created for your family. We do our best to keep like seating in the event we may need to change. Reasons for needing to change can be weight and balance issues or the seat is not functioning properly or has been damaged. In reviewing I see the seat fee for all passengers in your party has been refunded and a $50.00 (expire date 2/21/18) travel voucher provided to each for the move. Respectfully, any compensation provided is in the form of travel voucher.   I apologize again for your past experience, I hope we can earn your trust in our customer service once again.  Sincerely,    Customer Relations Advocate Frontier Airlines

Initial Business Response /* (1000, 6, 2015/09/02) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I understand your frustration with the carry-on situation, and apologize for your...

recent travel experience out of Washington DC on August 20.
All passengers are welcome to board with a personal item to go underneath the seat in front of them, not to exceed 8" height x 14" width x 18" length. Frontier does charge a fee for use of the overhead bin space.
If a bag is determined to be oversized, including wheels, straps and handles, it will be charged as a carryon. Although our agent acted according to policy, this information should always be conveyed in a courteous and professional manner.
We have high expectations of our employees and are disappointed with the behavior you described of our gate agents. I truly am sorry for the way the agent spoke to your wife, that was unprofessional. Your comments will be forwarded onto our DCA station manger.
Our records indicate you made your reservation with LOWESTFARE.COM, they do advise passengers to contact the airline for fees. Please click on this link from our web site: http://content.flyfrontier.com/travel-information/baggage
Please accept our sincere apology in which we are unable to grant your request. We regret that you feel that this was not enough, and are sorry for any frustration this may have caused.
We look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent this response to Frontier after receiving the above note:
Thank you for the response. As you can imagine, I was very angry when all this happened. However, I do not feel that the matter is settled.
I read the materials (the same ones you had linked) once we got settled in Denver and agreed to pay the $30 charge on our way home (you probably saw that this was accepted and applied). My concern was that we would not have planned to have that carry-on bag had we known in advance that it was going to cause a problem. I found the $60 charge to be prohibitively, quite possibly insultingly expensive, even if it was intended as punishment.
We have learned our lesson on a couple fronts with regard to Frontier. All that said, I was expecting a remedy of a refund of the $60 charge on my [redacted] or at least a reduction to the $30 that we agreed to (having understood the policy) on the flight home.
[redacted]
[redacted]
[redacted]
Final Business Response /* (4000, 10, 2015/09/11) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com Rebuttal.
As a customer service gesture I have requested a $30 bag refund to go back to credit card ending in [redacted]
Regards,
[redacted]
Final Consumer Response /* (2000, 12, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the gesture made by Frontier that included an apology for my wife. Thank you.

Initial Business Response /* (1000, 5, 2015/05/19) */
[redacted],
Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I apologize if our agent did not...

provide you with the accurate information in regards to our policy on passengers canceling their reservation. My records clearly indicate when [redacted] contacted Frontier originally in regards to canceling your flight, he was given accurate information. He requested a refund and was advised he purchased an Economy ticket, which is not refundable after the initial 24 hours of purchase. He became upset with this information and requested to speak to a supervisor. He was advised at that time that the reservation would be held for a credit for 1 year from the date it was issued, and if he provided a doctor's note before the flight, Frontier would waive the change fee associated with your ticket. A doctors note was not provided by you until after the initial flight date. However, our supervisor agreed to waive the change fee as a customer service gesture attempting to rectify the situation.
Although you submitted documentation to allow us to waive the change fee, a refund on your reservation cannot be granted. Your credit can only be used by another party if you pay the name change fee associated with an Economy ticket at the time of booking. Please review Frontier Airlines Contract of Carriage and the Terms and Conditions that were agreed to upon purchasing the ticket at www.flyfrontier.com.
We appreciate you taking the time to write and hope to welcome you back on board in the future.
Sincerely,
[redacted]
Customer Relations
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No solution was given in the response. The Rep only went over their policies to justify why I cant get a refund. The rep did not address the poor customer service or lack of knowledge the numerous times that I called. [redacted] was not given the correct information when he called in. If there is a recording of the phone call I would like to have that reviewed. There was no way he could have provided the information from the doctor prior to the flight because it was my information that the doctors would not release to him & I was in the hospital so I could not call for myself. I understand that there are polices but the company is not trying to meet in the middle with a resolution. The policy is for a cancelation, my cancelation was due to a health reason of which I was told I can request for a refund by calling XXXXXXXXXX which was a fax number. Is this recorded in my account? the rep did not touch base on that in the response. The overall experience was chaotic, is there not sympathy or compensation for that?
Final Consumer Response /* (4200, 11, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not the lack of knowledge on just one of your agents but 3! on 3 separate occasions that I called to submit the doctor's excuse I was given different information each time. The very firs time I was told that I wouldn't even get a credit because my excuse did not interfere with my scheduled flight because your agent failed to do her job & read all the documents that I sent in not just the first page. I sent in multiple documents to show why I was not able to call myself in an earlier time. Your company only seems to want to address & have proof that Mykeon was given the correct information but where is the documentation? Do I not have a right to view that as well? But your company has yet to mention or review the several failed resolutions with multiple agents when I called or was none of that documented? it seems to be that your company is only reviewing information to support your policies but not any information that will support my complaint. I understand policies but do you understand poor service? this is not service that I would recommend to anyone nor would I wish to pay for in the future or ever.
Final Business Response /* (4000, 13, 2015/06/15) */
Dear [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
Passengers who cancel due to a medical reason are not entitled to a refund unless the condition prevents the passenger from traveling for the duration of the validity of the ticket. The Dr's note is requested for the purpose of waiving the change fee due to the medical reason, so that the reservation can be rebooked without the change fee associated with an Economy ticket.
We sincerely apologize for any confusion or conflicting information you might have received from our agents. Your comments have been forwarded to Reservations Management for review.
We hope to fly with you in the future under more favorable circumstances.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 5, 2015/06/01) */
[redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I have reviewed your reservation and determined, that you attempted to check in after the...

60 minute cut off required for international flights. My records indicate there were several passengers checked in by our agent after the time you indicate you arrived. In all there were a total of 154 passenger that were able to get checked in and board flight 61 on 5/11/15.
Once a flight is closed our agents are unable to reopen the flight for any passenger who arrives at the counter after the 60 minute cut-off time. The ticket counter agent is then locked out of the flight and does not have the capability to print boarding passes. The gate agent then has control of the flight. While the customer service agent was unable to accommodate your request for late boarding, they are always required to remain professional. I have filed a complaint on your behalf in regards to the rude agent and will forward it to the appropriate management team.
Please be advised that our Contract of Carriages states that all passengers must be checked in with boarding pass in hand no later than 45 minutes prior to departure for domestic flights, and no later than 60 minutes for international flights. If a passenger arrives at the counter after a flight has closed, they are offered the next available flight with open seats. A same day confirmed alternate flight fee will be charged based on the type of ticket purchased. In the event that there are no other flights available for that day, the passenger will be placed on the next available flight on the next available date for the same fee.
We recommend customers arrive at the airport 2 hours prior to their flight's departure in order to help ensure the check in requirements is met. At Frontier Airlines, decisions are most commonly made to depart our aircraft on-time.
Regrettably, I will be unable to grant a refund as you were not checked in with your boarding pass in hand at least 60 minutes prior to departure.
Thank you for taking the time to write. We hope this isolated incident doesn't prevent her from flying with us in the future.

Sincerely,

[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Keisha,
I understand your policies as I understood the e-mail from the prior customer service representative who wrote me regarding your policies. You are not addressing the fact that I checked in and paid for my luggage from my home computer 24 hours prior to my flight. I had my boarding pass ** hand before I even arrived at the airport. I still have my boarding pass [redacted] that flight to show I was checked in and if you read the bottom of your boarding pass ** says that it RECOMMENDS passengers [redacted] 60 minutes prior to international flights it does not say that you MUST arrive. Regardless I was there on time and you are basically telling me I was not. You are also not addressing any of my complaint I have filed you are just throwing out policies. I have now decided to file a dispute with my credit card for your charges because I am completely dissatisfied with the service I received and no resolution is coming from my complaint.
Final Business Response /* (4000, 13, 2015/06/29) */
[redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
We are disappointed that you are not satisfied with our resolution in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. Although we realize this is not the answer you were hoping for, in fairness to all customers, it is important for us to remain consistent.
I would just like to again apologize for the behavior our agent displayed when you were seeking for help. No matter what the situation is, our agents should be polite and professional.
Your credit will remain in our system for redemption until it expires. Although credit must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.
We appreciate your understanding and we look forward to the opportunity to serve you again aboard Frontier Airlines.
Kindly,
[redacted]
Customer Relations Lead
Frontier Airlines
Final Consumer Response /* (4200, 15, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted],
I have expressed my inability to travel within the next year as I will be enrolled in a full time graduate program for the next three years. I know Frontier's schedules do not go that far out. The fact that your company is not doing anything to make this situation right and resolve the issue shows just how much you care about your customers. Your employee's behavior was not only out of line but caused me to miss my flight when I had my boarding pass in my hand.
I will continue to file my dispute with my credit card company. I am receiving no resolution from your company in regards to this incident. I will never travel with Frontier again and I will let others know about my horrible experience, no one should ever have to go through this when traveling.

11/09/2016 04:22 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Booking I'm really sorry that you were disappointed while redeeming your vouchers. 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. All vouchers must be used at the time of purchase during a booking. Vouchers cannot be applied to previous bookings or ancillary fees added after booking. Vouchers I understand your frustration while booking with Frontier. I see that you were issued vouchers to use on a future flight but they would not apply. After looking into your voucher information I see that voucher [redacted] was expired at the time of booking, this is why it could not be applied when you were paying for your flights. Vouchers must be redeemed in the name of the passenger to whom it was issued, this may have been the problem when you tried to use the remaining three $25 vouchers. I am sorry this happened to you. To assure all passengers are treated with equality, all voucher policies must be upheld by Frontier Airlines. I am again sorry for any inconvenience this may have caused you, it is never our intent to disappoint customers.  Thank you for sharing your concerns.Kindly,[redacted] Customer RelationsFrontier Airlines

Complaint: [redacted]
I am rejecting this response because:Thank you for informing me of your policy again. Do you think $45.00 is the right price for someone to carry their purse aboard? Did you suggest or allow putting the purse into the other bag? Did you offer to check the bag for a lower price? Is demanding that we pay $45.00 because my fiance was carrying a purse what you call good customer service? I believe this is the most disgraceful customer service I have received in a long, long time. And, I find it very disappointing that a multi-million dollar company like Frontier Airlines is willing to hide behind their ridiculous policy to be able to soak their customers for an extra $45.00. Please keep this case open until I get my money back. The full $45.00 in the amount of a statement credit on my cc. Thank you.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/08/11) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I am sorry you and your family were not informed of the schedule change. With 3rd...

party bookings such as yours when we have a change we notify them as your agent. They in turn contact you or accept a change on your behalf; most often we don't receive your contact information from the 3rd party. In reviewing your reservation history I can see that you contacted us regarding adding baggage. Notes in the reservation show the email address for you was added and email sent.
You may wish to contact Expedia/Hotwire as to why you were not notified of any changes. We have high expectations of our employees and are disappointed with the unprofessional manner in which you were told the flight had been missed. For training purposes; we have made your comments available to the St. Louis station manager. As a customer service gesture a $25.00 voucher for future Frontier travel has been issued for each of you. 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]
XXXXXXXXXXXXXXXXX [redacted]
XXXXXXXXXXXXXXXXX [redacted]
XXXXXXXXXXXXXXXXX [redacted]
This voucher must be redeemed by November 11, 2015, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
We look forward to welcoming you aboard a future Frontier Airlines flight.
Kindly,
[redacted]
Customer Service
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.
Initial Consumer Rebuttal /* (3000, 9, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spent more than $75 on just the hotel to stay overnight in St Louis to check the next flight. If I had not spoken to thier representative the DAY BEFORE, I could understand their lack of ownership but their customer service rep took money from me for a flight that did not EXIST the day before the incident. They could have told me then & I could have made the altered flight. It is an unacceptable attitude and their CSR's attitude at the gate is ridiculous! It's insulting for them to give me $25 off 3 tickets that have to be purchased within 90 days. I feel that they should refund my moeny. NO ONE should have been treated the way our family was treated by a service industry based corporation. With baggage fees & ticket costs & extra hotel & food fees they owe me well over a $1,000.
Final Business Response /* (4000, 11, 2015/08/30) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com Rebuttal.
Your comments have been forwarded onto on St. Louis station manager.
I'm sorry you feel insulted to receive 4 $25 vouchers. We are unable to honor your request to refund any ticket cost or bag fees, hotel or food cost.
You may want to contact your travel agency to find out why your family was notified of the schedule change.
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.
Kind regards,
[redacted]
Frontier Airlines
Customer Relations