Frontier Airlines, Inc.

Initial Business Response /* (1000, 5, 2015/06/01) */
***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Thank you for sharing your concerns regarding options for seat assignments on Frontier
AirlinesWe respect your point of view and want you to have the correct information to allow you to accurately make your future travel decisions
Please know we do our best to accommodate all of our passengersAs a courtesy to passengers, a portion of every aircraft is available for advanced seat assignment on a first come, first serve basisThe remaining seats are assigned at the airport or during cheon the day of travelPassengers who do not pre-assign their seats may find their preferred seating choices are no longer available at check-in
All seating is based on availability and seating upgrades are charged the applicable fee per flightPlease see our website for additional details: http://www.flyfrontier.com/flight-info/seating-options
Economy tickets, do not have the option to select a free seat assignment prior to travelPassengers may choose to purchase a pre-assigned Standard or STRETCH seat prior to scheduled departure for the applicable feeA free standard seat will not be available until cheorIf all pre select available seats have been assigned passengers will not receive a seat until they arrive at the gate
I am extremely sorry, you were not educated about Frontier's seat policyThis information is also posted on our website
I understand your frustration and appreciate you taking the time to share your comments with usWe hope to have the opportunity to restore your faith in our service on a future flight
Kindly,
***
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.)
This response completely ignored my concern regarding the placement of my toddler and other childrenThis is not a matter of me wanting to choose my own seatsThis is a matter of keeping children close to their parents which is a basic human need
The response also ignored my request to be refunded the $in feesIf Frontier cannot do this, I will be forced to dispute the charge with my credit cardAnd I assure you there will be no "future flight" with Frontier in my or family's futureDo the right thing please
Final Business Response /* (4000, 13, 2015/06/29) */
Dear Mr***,
We have received your second rebuttal as submitted to the Revdex.com
We are disappointed that you and your family may not choose Frontier when deciding who to fly withYou are entitled to your opinion regarding our product and service
We hope to have the opportunity to restore your confidence in the future
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 15, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a resolutionOf course I am entitled to my opinionWas that ever in question? We are going in circles and this is not productiveI am not happy with this company's lack of action and the continued empty apologies and form responsesThe correct and only resolution is a refund

12/16/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondSafety is Our PriorityI'm really sorry that you are disappointed with our resolution in this matterIt is never our intention to
be insensitive to our customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to remain consistent.To assure all passengers are treated with equality, compensation is issued based on the length of the delayed departureAlthough we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation. Unfortunately our policy does not process refunds for flown travelYour compensation will remain in our system for redemption until it expires on March 13th, Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.I want to wish you the safest of travels in the future, and I truly am sorry for the inconvenience you experienced. Kindly,*** Customer Relations SpecialistFrontier Airlines

Complaint: ***
I am rejecting this response becauseWhy would I want to fly with this horrible company again or in the future after having issue with frontier airlines this reflects on the company as a whole unable and only offering there solution of a credit to experience more problems in the near future geeze I would hate to see another day wasted and hours spent flying on this generic airlines simply wanted refund per frontier web page what a headache frontier is hope your happy frontier with Revdex.com complaints because frontier truly sucks the bag
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/10/21) */
***,
Your concerns have come to my attention
Please let me provide more background about this situationEverything in our records point toward the return flight being booked for the 21stWhen I received your concerns, I contacted our
IT department, and they verified that our records show the return being booked for the 21st
But, you provided documentation from the 3rd party agencies that show the flight was booked for the 19thSince there seems to be a disconnect, there must have been an issue when the reservation was sent over from the 3rd party agenciesThis issue is being internally investigated
I apologize that the previous agents did not recognize that the error was not your fault, but was with the transmission of the information
Accordingly, I will provide you a refund of the amount of money you paid on the 19th in order to secure a flight for that dayThe amount that will be refunded is $
Could you please provide me an address to mail the check to?
Thank you,
***
Supervisor of Customer Relations
Frontier Airlines

02/18/03:PM Dear *** ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe are currently looking into your request for further review. We will contact you next week with a final conclusion
Thank you for your patience Respectfully, ***

Initial Business Response /* (1000, 6, 2015/09/03) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Frontier Airlines recommends customers arrive at least two hours or more prior to
departure timeBecause of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of minutes prior to the scheduled flight departure for domestic flights, and minutes for international flightsPassengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees
The kiosk is programmed to stop checking in at the minute cut off and give a message: "Your flight is boarding soonPlease proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the minute cut offYou must have your boarding pass in hand at the minute cut offWe advise this while making your reservation as well as in your emailed receiptWe understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure
Here is a link from our web site: http://content.flyfrontier.com/manage-travel/online-che
CHECUTOFF
WE DON'T WANT YOU TO MISS YOUR FLIGHT!
You must have your printed boarding pass ** hand and have any baggage checked in by the following cutoff times:
minutes before your departure for domestic flights
minutes before departure for international flights
Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have causedWe are disappointed that you may not be satisfied with our resolution in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to be consistent when it comes to following the policy and guidelines of our minute cut off time
Thank you for taking the time to writeWe look forward to welcoming you onboard many future Frontier Airlines flights
Regards,
***
Customer Relations Specialist
Frontier Airlines

Tell us why hereHello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for contacting us about the flight cancellation you experienced on December 18, when attempting to travel
from Atlanta to AustinI'm so sorry to hear that you faced over $in expenses after the cancellation and that you were unable to take the next Frontier flight out of Atlanta Regrettably, we are unable to reimburse any passengers affected by the Atlanta power outage, as it is outside of our controlI am so sorry for any inconvenience this may have caused I apologize again for the cancellation and the expenses you faced, and I hope you choose to give Frontier another chanceI'm sure your next experience with us will be a good one! Kindly, Customer Relations SpecialistFrontier Airlines

Complaint: ***
I am rejecting this response because: I acknowledged that weather was out of control and addressed that weather was not my complaint or source of what was behind my complaintHaving to get off the plane because there was no pilot to fly us having to wait for another flight to come in and get their pilot, then because that pilot too was not able to fly us all the way to LA, we were told our nonstop flight (that costs more than ones with stops as you know) would end up in Denver, ColoradoIt wasn’t until we got rid of fuel which took another hour that we could leaveGet to Denver, have to switch pilots again and get to LA and it’s at 8pm instead of 11am and I have missed everything I was supposed to do that day as well as the clear inconvience on my family and friends literally missing their eventS trying to make sure I was picked upThis was not my first time on a plane so I am competent to understand that was not all due to weatherThis is not an instance where you ask someone to simply fly again.
Sincerely,
*** ***

07/06/08:PMHello ***, Your case has just come to my inbox for further consideration.While, strictly speaking, canceling two separate reservations will result in two separate cancellation fees, as a one-time goodwill gesture to you as a loyal customer, I have refunded one of the
cancellation feesThe refund should have already been applied to the credit card associated with the reservation.Please be assured that I am also logging your feedback about booking through two DC airports under one confirmation codeIt's feedback like yours that helps us continually improve our services!I hope this helpsWe will look forward to the opportunity to serve you on a future Frontier flight! Sincerely,***Customer RelationsFrontier Airlines

Tell us why hereHello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Discount Den I'm sorry to hear that you're not satisfied with your Discount Den membershipPlease know that Den members are welcome to
cancel their membership at any timeHowever, as stated in the Discount Den Terms and Conditions, the membership price is non-refundable (Sec3.2, Sec4.3)Therefore, I am respectfully declining your request for a refund of the Discount Den membership fee Since your current Den membership will be active until mid-October of 2018, I recommend that you still take advantage of the special deals and perks that come with it! Please also know that Discount Den memberships automatically renew each yearIf you wish to opt out of renewing your Den membership next October, simply log in to your profile using your Discount Den number and select “My Profile” and then select “cancel”. It’s that easy! We Care About You! While I understand this isn't the resolution you sought, I hope you understand the rationale behind the decisionMy research shows that you were issued a $electronic travel voucher as a customer service gesture to encourage you to take advantage of your Discount Den membership and enjoy a satisfactory flight experience with usYou should have received instructions on how to redeem it in a separate email I hope you'll take advantage of your electronic travel voucher to provide us the opportunity to regain your confidence in our airlineWe look forward to serving you on-board your next Frontier flight! Sincerely, Customer Relations Frontier Airlines

Response Email 03/13/10:AM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Customer Care After further review, and as a one time customer service gesture, your request for a refund of your un-flown flight has been approved*** and your un flown flight total was $Please allow business days for processing, and 1-billing cycles for the money to return back to the original form of paymentWe hope you understand that we provided you with the maximum amount of compensation based on your situation Come Back Soon I apologize again for your past experience, and I highly encourage you to give us the chance to impress you on your next flightI'm confident your next experience with us will be a good one! Regards, Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 5, 2015/06/10) */
***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
My records indicate you have been corresponding with our agent *** in regards to this
matter and that it has been resolvedPlease review her latest response below:
I'm very sorry for any inconvenience our schedule change error has caused you and *** on your flight scheduled to depart on May 3, when your departing flight from Atlanta arrived in Denver minutes after your Denver flight was scheduled to depart
Frontier Airlines will reimburse the difference of the fare you paid for your Southwest tickets in the amount of $per person for a total of $This amount will be reimbursed in form of a check and if you will please provide me with the name you would like the check made out to and the mailing address I will send the information to our accounting departmentPlease allow to weeks for processing
We hope to have the opportunity to restore your confidence in our service on a future flight
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Although the voucher was finally honored, it took almost two hours on the phone and arguing with several representatives to do soThe tone of the response received through my Revdex.com complaint even still makes it seem like their mistake shouldn't have been honoredI only booked a second flight because of the credits I had and I will not ever fly with this company again
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/09/10) */
Dear Mr***
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
To research your mother in-law's reservation we need her reservation code or her
name a long with her flight dates and city pairs with flight numbers
We await your reply
Regards,
***
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 7, 2015/09/01) */
Dear Ms***,
Our records indicate a check request is being submitted today for you along with your daughter's (***) *** in the amount of $
Regards,
***
Customer Relations Specialist
Frontier Airlines

08/10/03:PM Dear *** *** We have received your correspondence as submitted to the Revdex.com, as well as the Department of TransportationWe appreciate the opportunity to respond to both Flight *** on July 25th experienced extensive Air Traffic
Control (ATC) delays in LaGuardiaEventually our flight crew ran out of time to legally operate the flight requiring it to cancelWe regret that there were not any immediate options to get you home on FrontierOur records show that a refund for this flight in the amount of $was processed on August 4th Frontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated Frontier does not accept liability for consequential expenses resulting from uncontrollable flight interruptions like weather or ATC delaysHowever, in light of how this situation was handled, we are giving special consideration to your requestPlease reply and attach receipts these expenses so we can review them for reimbursement I look forward to further assisting you Kind regards, *** Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 5, 2015/07/30) */
Dear Ms***,
Frontier Airlines is in receipt of your Revdex.com complaint, and we appreciate the opportunity to address your concerns
Frontier would like to offer our sincere apology with the difficulty in receiving
assistance with reporting and locating your delayed bagWe have filed a formal complaint on your behalf with the customer service management team
Please accept our sincere apology for the lost bag that you checked when you traveled with us on *** 4th, 2015, from Minneapolis, MN to Washington Dulles D.C
We have been tracing for your baggage and have been unable to locate the bag
We have finished reviewing and processing your claimThe claim was sent to final settlement on July 12, You should receive a written explanation and settlement check by July 31st,
Thank you for your patience during the settlement process
If we can be of further assistance, please don't hesitate to contact us via email at: ***@FlyFrontier.com, or by calling: XXX-XXX-XXXX Monday-Friday 8:00am-5:00pm 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,
***
Central Baggage Supervisor
***@flyfrontier.com
XXX-XXX-XXXX
***@flyfrontier.com
XXX-XXX-XXXX
CRSXXXXXXD
Initial Consumer Rebuttal /* (2000, 7, 2015/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Frontier was atrocious but I don't believe it will do anything further to resolve the situationI received their ridiculous settlement, but am choosing not to pursue this further, as my insurance will cover the rest and I need to put this behind me

11/10/02:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe verified that you booked your flights with Hotwire on October Hotwire provided baggage information in a link
entitled "Flight Details and Baggage." When their customers click on their link, the following information is provided: Bag fees Estimated baggage fees charged by Frontier Airlines (Please confirm with airline) Carry on:$- $1st checked bag:$- $40.00 2nd checked bag:$- $How to pay:Frontier Airlines I understand your disappointment with our flight attendant's handling of your request for seats together when you and *** traveled with usI regret that our crew was unable to assist you with your carbag upon arrivalWe expect all of our employees to remain professional and treat our passengers with the level of respect they deserve and apologize that wasn't your experience We've verified that you purchased the Economy fare and did not purchase a Seat Option in advanceMany of our passengers purchase advance seat selection or a bundle that includes a complimentary seat upgrade, then reserve a specific seatOther passengers are assigned a random seat from those that have not already been reserved by other passengers on their day of travel I regret that our agents failed to listen to your concerns when you called to provide feedback related to your experience Your Feedback Matters We have made your comments available to our Customer Service management team for training purposesYour comments and those from other passengers help us to identify areas that need to be improved and we're grateful for your feedback Refund Request We have reviewed your request for full refund of your fares that were used for completed travel between Atlanta and San Francisco on November and and your request has been denied We Value Your Business Thank you for choosing to fly with usWe hope to have an opportunity to welcome you on board again and will work to make sure your next experience is a better one Kindly, *** Customer Relations Frontier Airlines

Hello ***, Thank you for letting me know about your flight on July 28th as you were traveling from *** to *** ***I am sorry to hear there was a misunderstanding regarding our baggage policy Our Apologies I am sorry to hear that you were charged for a carfor
your outbound flight to *** *** but not on your return flightI was unable to find any comments or documentation that you should have been refunded for that carbag charge What We Can Do As a one time customer service gesture we went ahead and refunded that $back to your *** ending in Please allow 5-business days for that to reflect onto your account Come Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airlineI'm confident your next experience with us will be a good one! Regards,Customer Relations SpecialistFrontier Airlines

10/07/10:AM Dear *** ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Per our telephone conversation today, I empathize and echo your feelingsAs we discussed, in lieu of a claim, I have
issued a $travel voucher redeemable on future Frontier travel To redeem your electronic voucher, visit www.FlyFrontier.comand book your flightOn the “Purchase” page, select “Voucher”, then enter the following voucher number: ***This voucher must be redeemed by 4.7.2017, but travel may be booked out as far as Frontier's schedule allows.***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 months from the date of issue and may not be extended.-Nontransferable; may only be redeemed in the name of the passenger to 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 cashOther conditions may apply. Should you have further questions and/or concerns, please feel free to contact me or any of my colleagues at ###-###-#### Sincerely, ***