Frontier Airlines, Inc.

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

06/21/2017 11:24 AMHello [redacted], Thank you for contacting us regarding your recent Frontier experience. I apologize for the difficulty you've experienced surrounding using your credit card to purchase your flights. I appreciate the opportunity to explain. Flight PaymentUpon researching your...

reservation, I see your [redacted] ending in [redacted] was declined 4 times on 06/20/2017. I see the [redacted] ending in [redacted] was approved in the amount of $257.95 on June 20th which is the only payment we have. I noticed your previous phone conversation with one of our agent involved a 3 way call, I hope you were able to resolve any issues with your [redacted]. Since your card was declined the transaction did not go through. Please don't hesitate to ask if you have any further questions. Best Wishes, [redacted]Customer Relations SpecialistFrontier Airlines

Response Email   08/18/2017 05:12 PM Hello [redacted],   Thank you for reaching out to me regarding your experience on July 27th flying from [redacted] to [redacted]. I'm so sorry to hear that you received such rude service while trying to resolve this issue, and that you found damage to...

your stroller upon pick up.   Customer Service is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than that. Your description of staff ignoring you and escalating the situation each time you spoke to them is unacceptable to us. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated. I have contacted the Regional manager who oversees staffing and management at the [redacted] station to have this situation evaluated.   Safety is our Priority I was extremely concerned to hear that a loaner that we have been giving to our passengers is a recalled model, I have sent an email to all of our airports to audit their car seats. Making It RightAs a gesture of apology for the delayed baggage and your overall experience, I have issued you two $150 voucher to use on a future Frontier Airlines flight. While vouchers normally expire after 90 days, I have extended yours to February 18, 2018. You do not have to fly by this date, travel just needs to be reserved before the expiration date. Please see below for further redemption details. XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX ReimbursementWe want to assist with the additional cost incurred due to the bag delay. While we normally don't offer compensation for stroller damage, I'd like to evaluate yours for damage. If you can send me the following we can proceed: Name of Payee Mailing Address Receipt for Replacement Car Seat Picture(s) of Damaged Stroller I want to apologize again for your experience. I look forward to hearing from you.   Regards,     Customer Relations SpecialistFrontier Airlines

10/24/2016 10:06 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Check-InWe require passengers to be at our ticket counter at least 45 minutes prior to departure. It really is a good idea to...

get to the airport at least 2 hours in advance of your flight. For those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable $99 change fee.   Refund Request According to our records, [redacted] never made it to the check in counter or a kiosk at the airport. There are no records that he spoke with a representative or made it to the check in counter. As per our policy, we are unable to provide a refund for this reservation, because he was marked as a "no-show". Failure to show for any ticketed flight will result in forfeit of the remaining value of the ticket unless you cancel the ticket prior to the scheduled flight departure.   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. Thank you contacting us in regard to your situation.   Regards,   [redacted] Customer Relations Specialist Frontier 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

Initial Business Response /* (1000, 7, 2015/10/13) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We are committed to providing our passengers with a pleasant and enjoyable flight...

experience and regret that your recent travel plans were disrupted. We recommend passengers arrive 2 hours before scheduled departure, as Frontier has a strict 45 minute check-in cut off. Once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggage. 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.
Availability in our reservations system shows in real time. Even if seats show available online or to our agent, they are not guaranteed until the purchase is completed. We regret that the flight you desired was not still available when the agent was completing the transaction.
We apologize for any complication in retrieving your baggage, but we're happy to hear that it had arrived and wasn't delayed.
Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback. Thank you for taking the time to write.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 9, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I absolutely do not believe the issue was resolved nor will it be because Frontier has NO concern for their costumers. Their response pretty much said thanks for your comments, this helps address future problems "Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback. Thank you for taking the time to write." What about MY problem? And I know for a fact I am not the only one with these same complaints because I have read many reviews and complaints from other people, so obviously this is an ongoing problem they are incompetent in fixing or just flat out don't care!! I clearly stated that I arrived at FIVE O'CLOCK am for a flight that left at 6:00 am and agreed that yes, you should be there early but I was unable to. They are saying the desk people leave 45 minutes prior to departure which means...they still should have been there another 15 minutes. As far as my luggage, yes it may have arrived eventually..but 3 hours later they found it. I don't see how they find that exceptable or the rude costumer service, being hung up on and ridiculous long hold times that caused us to miss another flight because they took forever to book it. I really wouldn't want to fly frontier again but if they will not agree to some sort of refund then I am requesting 4 vouchers ( one for each person involved) free round trip tickets to use at our discretion. At least this will show some sort compassion on their part if they care anything about their company or customers.
Case Id: XXXXXXXX
Thank you!
Final Business Response /* (4000, 11, 2015/11/05) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
After reviewing your flight we can see that passengers were checked in all the way up to the 45 minute mark. We regret that you were not able to arrive in time to receive assistance before your flight closed.
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.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

09/27/2016 07:51 AM Dear Ms. [redacted],   I have your receipt and will pay out of our office.   You should be receiving payment within a few weeks.   Sincerely,   [redacted] Central Baggage

Hello [redacted], Thank you for contacting Frontier Airlines about your reservation to fly from [redacted] to [redacted] on August 7th. I'm sorry to hear that you were not able to take this flight, and I apologize for the way our agent handled your situation at the airport.Our ApologiesI'm sorry to...

hear how things turned out when you arrived at our gate. Final boarding takes place 15 min before departure and the doors close 10 min before departure. Our records indicate that the doors closed for this flight at exactly 11:49, ten minutes prior to departure. I appreciate the opportunity to address your concerns. It is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned. When a passenger is not able to take their flight, we are usually able to rebook the passenger on the next available Frontier flight for a $99 fee per passenger. As a customer service gesture for the way your situation was handled, our agents were able to rebook you on the next available Frontier flight without any charges. Customer Service is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than that. I apologize for the way our agent handled your situation at the airport. I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated. Again, I apologize for the difficulty you experienced with this reservation. I hope we will have the opportunity to provide better service in the future. Kindly,Customer Relations SpecialistFrontier Airlines

Response Email   11/10/2017 07:02 PM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Our ApologiesI'm really sorry to hear about the flight conditions you described when traveling from...

Orlando to [redacted]. I realize how frightening turbulence can be and apologize for the way your flight was handled. While the majority of Frontier flights depart and land without incident, occasionally we, like all other airlines, experience an unavoidable turbulent flight.Safety Is Our PriorityBe assured safety is the number one priority! Our maintenance staff, in tandem with our flight deck crew and Air Traffic Control, makes decisions regarding the conditions that we are able to operate under for the safety and/or comfort of our passengers. Please be assured that the initial decision to depart, as well as redirecting this flight, was made with our passengers' safety in mind.We Hear YouPlease accept our sincere apology for the conditions you went through. We truly regret that your flight was not a pleasant experience. Please know your comments have been forwarded to our Chief Pilot's Office for future consideration. Additionally, I have issued a $226.96 credit for your flight on October 30th from [redacted] to [redacted]. When using this credit towards future Frontier bookings, use your reservation code XXXXX and email address [redacted] to apply the credit.   Voucher Information I've also noted that you received two $100.00 vouchers from one of our agents. For your convenience I have listed the voucher numbers below. Your vouchers expire on May 7th, 2018. You do not have to fly within this time frame, travel just has to be reserved before the expiration date. Further voucher details are listed below.   XXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXCome Back SoonAt Frontier Airlines we truly care about our passengers' safety and well being, and we hope to restore your faith in our services on a future flight.Regards, Customer Relations SpecialistFrontier Airlines   [redacted]Just follow these simple steps to redeem your voucher:1. Visit www.flyfrontier.com and select your flight.2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.• It’s not redeemable for cash.• It must be booked within 90 days from date of issue.Note: There are no restrictions on travel date.• It’s one-time use, meaning there will be no remaining value after redemption.• It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.• It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued.• The name on the new reservation must match the old reservation exactly.

10/07/2016 11:09 AM [redacted],   We Value Your Business I have logged your comments for internal review.  As a customer service gesture I have issued you a $50 electronic travel voucher  to use towards future travel. The voucher must be redeemed by April 9, 2017, but you do not have...

to travel within this time frame. Future travel may be booked out as far as Frontier's schedule allows   Come Back Soon I recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again.   [redacted] Customer Relations Specialist Frontier Airlines  10/06/2016 07:15 PM [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our WebsiteWe appreciate you bringing this web issue to our attention. When booking flights online if the seat availability states there is 1 seat left at a certain price and when you go to book the flight the price changes, that means that one seat at the price you saw has been taken and the system will automatically go to the next available price.  I regret you were not able to get the one seat at $117 but $176 was the next available fare. Prices can fluctuate prior to your purchase. You are only guaranteed the price  once you have received your confirmation code.Fare Difference I understand it can be frustrating to be in the process of purchasing a ticket and later find the price has change, respectfully, we are unable to compensate for the difference you noticed. Your request for the refund of the difference has been denied.   Come Back SoonI truly hope that the inconvenience you encountered doesn't deter you from booking with Frontier in the future.   Kindly,   [redacted] Customer Relations Specialist Frontier Airlines

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]

02/14/2017 04:46 PMDear Mr [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.After careful review, flight [redacted] on December 19, 2016 was delayed three hours and fifteen minutes due too late arriving aircraft as a result of down line weather delays. There was a winter storm across the US on Dec 17th and 18th.   Weather delay/cancellation can sometimes effect scheduled routing for a couple of days as aircraft and crew are repositioned to their original routes.   I understand how difficult it can be your travel plans are interrupted.  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.  Airlines are required to notify the FAA of every flight delay or cancellations. Please know, we take great care to operate a safe and on time airline. Although I am extremely disappointed that the uncontrollable weather delay has effected  you negatively.  Regrettably, I  would not be able to honor your request for a ticket refund or provide compensation for meals or a credit for future travel. Frontier does not have a option to rebook on another airline.  I apologize for the inconvience this has caused you. It is never our intention to disappoint passengers. Records show 4  email's were sent to [redacted] relating to Flight Delay Automation on 12/19/16. We realize how important you are to our future and regret the additional stress this has caused.  Please know it is never our intention to inconvenience our passengers. We value your support and look forward to serving your future travel needs under more pleasant circumstances.Kindly,[redacted]

Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Booking Status On November 14, 2017 a booking for you was placed on hold awaiting payment. The booking was removed 4 hours after it was placed on hold...

because there was no payment. The booking made on December 4, 2017 was the only booking we received payment for.   Third Party Booking I do see that your first booking was made with a [redacted] agency. When booking directly with Frontier, we can assure you a smooth booking process. However, when booking with a third party, sometimes there can be glitches and the information is not relayed correctly. I apologize for any [redacted]onvenience this may have caused.   I would advise contacting the third party agency regarding any type of refund as we never received payment for the first booking.   Visit Us Again I apologize for the confusion with your booking and hope that this experience does not deter you from flying with us again. I wish you safe [redacted]s on your upcoming flight!   Regards,  Customer Relations Specialist Frontier 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, 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.

Complaint: [redacted]
I am rejecting this response because:In the original response from Frontier, she stated that when a customer is selected for security risk it is a random selection.  I can see a random search like at the airports when you have to push the button and they randomly pick people to search.  This is a bit different.  I was flagged as a "Security Risk"  I saw it on the Frontier computer screen next to my name.  "SECURITY RISK".  They announced it for other passengers to hear.  That has to be a violation or it should be.  To actually call someone a security risk for no reason is not acceptable.  I have not heard a reasonable response to why this is OK for a business to do.  When I asked the lady at the counter from Frontier,  she told me I was flagged by TSA.  This was a lie.  I checked with them and I also flew with another airline right before this flight with no problems.  I flew 2 other airlines after this flight with no problems from the TSA.  The TSA told me I was in fact flagged by the airline as a security risk.  Again, in this day and age with all the actual terrorist threats out there, to actually label someone a "Security Risk" Or "Security Threat" for no reason is not right.  I was stressed out as to why I was "Marked".  I cannot see why any company would have a policy to cause undo stress and worry to their customers.  I do believe in my mind, someone at Frontier that I spoke to did this in some sort of retaliation because I called to complain. I am not satisfied with the response from the company.  Because all of this did in fact happen.  I was pulled out of line 2 times and everything I had with me was searched.  Not just once, but twice.  I had to be patted down and sent to a separate area where they pulled everything out of my luggage.  It took over an hour.  They went through all my belongings.  Why? Have not received a good answer yet.  To treat customers like criminals and announce it is not acceptable. 
Sincerely,
[redacted] Scott

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, 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

Complaint: [redacted]
I am rejecting this response because: I was at the Frontier ticket counter BEFORE the 45min cutoff and there was NO employee at the ticket counter. Frontier has violated their own policy by closing their ticket counter early, BEFORE the 45min cutoff. I have provided PROOF in the form a a gps time stamp that shows I was at the counter BEFORE the 45min cutoff. Frontier has provided NO proof that I wasn't. I also have an eye witness that will sign an affidavit confirming I was at the ticket counter before the 45min cutoff. The TSA agent located right next to the Frontier ticket counter confirmed to me twice that the Frontier employee left "a few mins before I got there" and I got there BEFORE the 45min cutoff, which is again more proof that Frontier violated their own policy and closed the ticket counter early. I have provided PROOF that I was there BEFORE the 45 min cutoff. Frontier has provided NO PROOF that I wasn't. There are also stories from customers all over the internet that establishes that Frontier has a pattern and history of closing their ticket counters early causing customers to miss their flights. Frontier violated their own policy and is negligent in causing me to miss my flight.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response. I will accept this response once I receive the refund check in the mail [redacted]