Frontier Airlines, Inc.

10/16/2016 03:45 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I would apologize that you had not been informed that you mileage did have an expiration date.  I understand you...

mentioned that you disputed the results that our agents had spoken to you about, one year ago and the mileage was not put back into your account. If you can provide me with a new or an email that you received with the confirmation that you would receive your mileage back we will be able to put the miles back to your account. We unfortunately don't have any comments on your reservation that indicate that we would be reissuing your mileage.   Thank you for your patience.   Kindly,   [redacted] Customer Service Frontier Airlines

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

12/02/2016 06:43 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Explanation of Baggage FeesThe dimensions you state are the restrictions for carry-on bags, rather than complimentary personal...

items. You are always welcome to board with one free personal item, to go under the seat in front. Think briefcase, laptop, or purse. This item cannot exceed 8"x18"x14". It is Frontier's policy to charge a fee for larger bags going into the overhead bin. As your bag exceeds these dimensions, your bag is subject to carry-on bag fees during travel. I apologize if this was not previously explained to you, and I want to assure you that we do not handle these requests differently at the airport itself.   Our carry-on bag pricing is staggered based on when the fees are paid. The fee for baggage paid for online prior to travel is currently $35.00, while bag charges paid for at the airport are $45.00. It sounds like our agent in Florida gave you a discount as a one-time customer service gesture. While our agent in Philadelphia acted according to policy, it sounds like she could have been more informative in explaining our policies. We are unable to issue refunds for transactions that are consistent with our policies.   You can review more detailed information regarding our baggage policies here.   Come Back Soon I hope that this experience has not hurt your impression of the service we strive to provide. I appreciate the time you've taken to share your feedback with us. I hope you'll feel free to share any other comments or concerns you may have. Kindly,   [redacted] Customer Relations Specialist Frontier Airlines

Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. We apologize for the error. I have reinstated the 88,237 miles and your new expiration date is now July 5, 2016. We look forward to the...

opportunity to serve you again aboard Frontier Airlines. Regards, [redacted] Customer Relations Specialist Frontier Airlines Tell us why here...

06/16/2017 10:48 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for the follow up regarding your experience on May 23rd when traveling from [redacted] to [redacted]. I'm really sorry to...

hear that you are disappointed with our resolution in this matter.Our ApologiesI regret that we were unable to resolve your concerns satisfactorily. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. CompensationNormally when a passenger is unable to make their scheduled flight, their ticket retains no value but we understand that this was a frustrating experience. As a gesture of customer service, I have issued you a credit of the $428.55 for the missed outbound flight, and we have also issued vouchers for everyone in your party. Although we realize this is not the answer you were hoping for, we are unable to reimburse you for your tickets with the other airline.   What I Can Do It's important for us to keep good relationships with customers like you. I have cancelled your previous vouchers and reissued them all (3) for $75 instead of $25 to you and your other ticketed passengers to use as a discount on a future Frontier flight. I have also extended the expiration of these vouchers for 6 months. Your vouchers expire on December 14th, but you do not have to travel within this time frame. Travel just has to be reserved before the expiration date. These vouchers are name restrictive so I have included the voucher numbers and each corresponding name as they appear on the reservation. Further voucher redemption details are below. [redacted] $75: #[redacted] $75: #[redacted] $75: #[redacted]Your compensation will remain in our system for redemption until it expires on December 14th. Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.I apologize again for your recent experience and I hope that you are able to use these vouchers to book future travel with us.Regards,[redacted]
[redacted]

06/20/2016 02:03 PM [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   It was a pleasure speaking with you today. As we discussed I have voided the previous vouchers sent by [redacted] and issued 3 new vouchers in the amount of $388 each. These vouchers must be redeemed by 6/21/17, but you do not have to travel within this time frame. Please let me know if you need anything further or have any additional questions.Kindly,[redacted]Frontier AirlinesCustomer Relations

06/22/2017 10:00 PM Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for letting us know about your flight on May 29, 2017, when traveling from [redacted] to [redacted]. I'm really sorry to hear that your...

flight was delayed.Safety is Our PriorityI understand you're flying with us because you have somewhere to be. That's a reasonable expectation! 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 interruption. We Care About YouIt is important for us to keep good relationships with customers like you. In an effort to make things right, you were issued a $50 voucher to use towards future travel. I apologize that it is not the preferred form of payment for you, but it is the most we can do for this situation. This was a one time customer service gesture. Your voucher expires on September 20, 2017, 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.   [redacted] 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!Regards,[redacted]

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologyI understand that this is a difficult time for you while assisting your daughter during her medical condition.  It is never our intention...

to be insensitive to our customers when unfortunate circumstances occur. I am sorry to hear that it took a couple attempts to get a resolution.    We Care About YouWhen I received your call on January 6, 2018, I did my best to meet your concern with empathy and assisted you to move your flight from January 7, 2018 to February 4, 2018.  I waived the change fee of $99.00, and secured assigned seats on both segments of your flight.  I understand that you would like for Frontier Airlines to open up other options for passengers when medical emergencies happen, and I will forward your input to our Management Team for review. Thank you for this feedback. It's important for us to identify areas that need improvement, and we appreciate you letting us know what to work on in our company. Medical WaiversPlease refer to our medical waiver policy if you decide that you are unable to fly with us on February 4, 2018.  See You SoonI sincerely hope that your daughter is better and look forward to seeing you onboard your scheduled flight. Sincerely, Customer Relations SpecialistFrontier Airlines

12/29/2016 09:52 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Safety is Our Priority Canceling flights is a very tough decision that we don’t take lightly. Our goal is to complete all...

flights and get you to your final destination. We exhaust every option we have before we make the decision to cancel a flight. We faced severe weather across the US, especially in [redacted]. Although the weather problem was short, it forced several delays and many cancellations. While we tried our best to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn’t successfully get them where they were suppose to be. I apologize for the flight cancellation you experienced.      Refund According to our records, we provided a full refund of your unused fare and fees on December 19. The refunds, totaling $666.60, were processed in two parts due to the multiple forms of payment you used when you booked, then purchased options. While the refunds were processed on the 19th, it takes a few additional days to post to each account.   Our Regrets Vouchers are subject to their terms and cannot be redeemed for cash. While we're disappointed with the impact of our cancellation on you and your travel plans, we won't be able to assume liability for missed events or lost time.   What we Can Do If you'd like to provide your mailing address and receipts for alternate travel for review, we may be able to reimburse a portion of the expense, minus any refund we processed. You may attach an electronic copy of your receipt to your reply to this email or send via facsimile to [redacted] (Attention: [redacted]., File: [redacted]).   Sincerely,   [redacted]Customer Relations SpecialistFrontier Airlines

[redacted]

On behalf of Frontier, please accept our sincere apologies for the inconvenience you experienced today due to weather.

When a flight is delayed in one part of the nation due to weather, it can effect the continuation flight segments.

I have documented your comments and will...

forward to our Station manager regarding how the delay was handled.

We do not issue compensation for weather delays as weather is something out of our control. However, as a customer service gesture I have issued you a $25 voucher, which provides a discount on your next Frontier Airlines flight.
To redeem your voucher, visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: [redacted]
This voucher must be redeemed by June 18, 2016, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
While we recognize this does not change the time and inconvenience lost, we hope to restore your confidence in our services.
Kindly,
Loretta
Frontier Airlines
Customer Relations
[redacted]
Electronic Vouchers:
Are not redeemable for cash.
Must be booked within 6 months from date of issue.
Note: There are no restrictions on travel date.
Are one-time use, meaning there will be no remaining value after redemption.
May not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
Are 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.
May not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.

Thank you for contacting us with your request for a refund of the $1060.00.   I want to make sure I understand what occurred here.  When you booked your reservation back in July, you didn't realize that the connecting flight from Denver to Las Vegas was the next day on October 21. ...

When you realized this, you called in to change your reservation on October 15.    Here is what I see in our records:   Flight 1 BIS-LAS  4 adults                        1526.40 Flight 2 LAS-BIS  4 adults                          746.40   The Works            4 adults                          560.04   Total                                                          2832.84   You had a credit from a previous reservation                                                1664.00   Amount Due to Frontier                            1168.84   You made a payment on                              108.84 Visa card ending in [redacted] on July 11   You made another payment                      1060.00 on Visa Card ending in [redacted] on Oct 15   Balance                                                                0   The $1060.00 is the fare difference between the flight you took which was 1546.40 and the flight what you were originally booked on which was $466.40.  According to our notes, you were advised of the differences in the fare and you agreed to that.  I believe what you are saying is that Frontier should be responsible for the difference in the fares because its your opinion that the flight information was not clear that the connecting flight was the next day and had that been more clear, you would not have booked that flight in the first place.  You are calling this Frontier's error.    [redacted], we encourage our passengers to review the itineraries very carefully when they are first issued so that any errors can be identified shortly after the reservation is made.  I see that you purchased The Works which allows for full refundability of your fare and waives any change fees.  The only expense you are responsible for when you rebook, is any difference in the fares which is what you paid.  I am very sorry that it was not clear to you that the connecting flight was the next day but that is how airlines post their flights.  I am sorry but I am unable to refund the difference in the fares of $1060.00   Please accept my apologies for any confusion this may have caused you but I do hope you understand and that you will fly with us again at some future date.   Best wishes,   [redacted] Customer Relations Frontier Airlines

Initial Business Response /* (1000, 4, 2015/06/25) */
Dear Mr. [redacted].
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Please accept my apology for any difficulty you experienced when attempting to check...

in for your flight May 22, from [redacted] 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. We do offer online check in however if you are unable to print your boarding pass you would need to allow the recommended time to print at the kiosk or ticket counter agent. After the 45 minute cut off kiosks will direct you to an agent as the flight has closed.
While the customer relations agent was unable to accommodate your request for compensation, 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 customer relations agent [redacted] For training purposes; we have made your comments available to the manager.
The request was escalated to a lead and the request for denied boarding compensation denied. Late check in is not considered denied boarding. Because you did not have your boarding pass in hand by and any bag checked by the 45 minute cut off you did not fulfill our check in requirements. In reviewing the flight details the flight did depart with 3 open seats. The flight was not oversold. We would not reimburse for any additional travel related expenses or provide denied boarding compensation. A refund of the flight was provided on June 9, 2015.
Thank you very much for taking the time to write. We value your business and hope to have the privilege of serving your future travel needs.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 11, 2015/09/10) */
Dear **,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
On behalf of Frontier Airlines, please accept our sincere apologies for any inconvenience...

you experienced due to flight delay on August 19. As you can imagine, flight irregularities can be very challenging. The decision to delay or cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. Please know that it is never our intention to disappoint our passengers.
During times when we are experiencing delays due to mechanical related issues, Frontier Airlines assists passengers with making changes to their reservation and taking care of the expense of hotel accommodations. We do compensate passengers during mechanical related delays, as you were compensated $100, which is our maximum compensation.
Our records indicate on August 19 our Denver airport had issued all hotel vouchers that were available to them. Please send us a copy of your hotel receipt for review of a refund.
Please accept our sincere apology in which we are unable to grant your request for cash instead of the voucher. Our states they are not redeemable for cash.
Electronic Vouchers:
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.
We hope you understand that safety for our passengers and crew is always our number one priority and 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

12/29/2016 10:38 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies On behalf of all of us at Frontier, please accept my apologies for the cancellation of Flight 1612 on Tuesday,...

December 20th and any inconveniences it caused you. Customer Care My research shows that each passenger on Flight 1612 was issued a letter at the time of the cancellation, indicating the options that Frontier was able to offer (see attached). My research also shows that you accepted Option 1: Refund, when you called our Reservations department to request it at 6:06 PM (EST) and a full refund of your untravelled return trip was processed back to the credit card on file on December 21st..   Please be assured it's never out intention to be insensitive to our customers when their travel plans are disrupted. Per our Contract of Carriage, we are limited in our capacity to provide additional accommodations, such as hotels, to passengers in such situations. In the interest of fairness to all our passengers, I am respectfully declining your request for reimbursement of  hotel expenses.   We Can Do Better! I assure you that this experience wasn't typical of the standards we strive to maintain for our customers. In an effort to make things right, please accept this $200 electronic voucher toward future travel with us  -  [redacted]. The voucher must be redeemed by March 28, 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 (see instructions below).   I hope you'll take advantage of your electronic travel vouchers to provide us the opportunity to regain your confidence in our airline. We look forward to serving you better on your next Frontier flight!   Sincerely, [redacted] Customer Relations Frontier Airlines

Response Email   02/21/2018 12:43 PM   Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesI'm sorry to hear how things turned out when you arrived at our check in counter for your flight...

to Las Vegas on February 18. Frontier has a strict 45 minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggage. It is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned.Check-InI know firsthand that navigating an airport can be challenging, especially when there are long security lines. It's for that reason that we require passengers and their baggage to be checked in 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. I am sorry that when you arrived early at the airport the system was not working correctly and then it timed out at the 45 minute cutoff. For those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change fee. I apologize that there where no accommodating flights available.We Hear YouI understand it's frustrating that our counter agent could not accommodate your request for late check in, but there is no excuse for the behavior you described. We take these types of reports seriously and use them as training opportunities.   What I Can Do As a customer service gesture, I am able to put the full amount of your reservation into a $258.97 credit to use on future Frontier travel.   To redeem your credit, please go to www.FlyFrontier.com when you are ready to book travel. 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:(XXXXXX),  and this email address: xxxxxxxxxxxxxxxxx. If applicable, a credit card will be required for any residual value.   Come Back SoonI apologize again for your past experience, and I highly encourage you to give us the chance to impress you on your next flight. I'm confident your next experience with us will be a good one!   Regards,Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 11, 2015/10/14) */
Dear Ms. [redacted]
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Frontier Airlines recommends customers arrive at least two hours or more prior...

to departure time. Because of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of 45 minutes prior to the scheduled flight departure for domestic flights, and 60 minutes for international flights. Passengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees.
We advise this while making your reservation as well as in your emailed receipt. We understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure. Our records indicate you purchased an economy ticket which is a non refundable ticket. You checked in for a 3:25 pm at 3:04 pm, 21 minutes before departure. For a 3:25 pm flight you must have your bags checked and boarding pass in hand no later than 2:40 pm.
Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have caused. We are disappointed that you may not be satisfied with our resolution in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. However, in fairness to all customers, it is important for us to be consistent when it comes to following the policy and guidelines of our 45 minute cut off time.

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, 13, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was not explained to me that I had to arrive two hours early to the airport while I was booking my ticket over the phone. That was unfair to me because I missed the flight.
Final Business Response /* (4000, 15, 2015/11/08) */
Dear Ms. [redacted]
We have received your rebuttal as submitted to the Revdex.com.
On [redacted] it advise you must be checked in 45 minutes before departure.
I'm sorry I completely understand your complaint. I went onto [redacted] and booked a pseudo flight and the below information is on the same page you picked your flights. Right after it shows the fare and before you add your credit card information.
[redacted]
Important Flight Information
We want you to know the airline you're traveling with has the following restrictions regarding your flight.
* Tickets are nonrefundable and nontransferable. A fee of $99.00 per ticket is charged for itinerary changes. Name changes are not allowed.
* Frontier Airline fare rules
Frontier requires check-in at least 45 minutes in advance of domestic flight departure and 60 minutes in advance of international flight departure
Frontier fares include one free personal item such as a small backpack or purse (Maximum dimensions: 14" tall x 8" wide x 18" long including the handles, wheels and straps)
Additional purchase will be required for the following:
* One Carry-on bag per passenger no larger than 24" tall X 10" wide X 16" long is allowed for a fee. For best prices on carry-on bag fees, go to Frontier Airlines Opens in a new window in advance of your travel
* All checked bags for Economy fares incur a fee. Checked bags are always less expensive than carry-on bags and can be purchased online during the check-in process. Overweight bag charges start at 50 lbs. and incur additional fees
* Advance Seat Assignments are available online during the check-in process for a fee or seats will be assigned at the airport upon check-in for free
* All onboard drinks and snacks are available for purchase

For the full pricing list, please visit: Frontier Airlines Opens in a new window
Estimated fees for baggage and other optional services.
I'm sorry for your frustration, please understand we must be consistent in our policy to be fair to all our passengers.
Regards,
[redacted]
Frontier Airlines

Hello [redacted],   Thank you for contacting Frontier Airlines regarding your flight from [redacted] to [redacted] on October 8th, 2017.   I've looked over your reservation and found that you were able to retain your flights into [redacted]. Additionally, there is a note regarding your conversation...

in which you were told we would unfortunately not be able to offer you hotel compensation.   With that information provided, please let me know if I can assist you further in regards to your Revdex.com complaint.   Regards,Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/06/16) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We apologize for the delay of your baggage when you traveled with us recently. In...

spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely manner. We certainly apologize for any inconvenience this delay created for you. Reporting a delayed bag was designed to be a simple process, and we regret any difficulties you experienced trying to get this accomplished.
Our records indicate that Central Baggage Supervisor [redacted] has reached out to you in regards to the matter. According to her notes she has moved your claim to Central Baggage, provided you with claim forms, and requested a refund of your $15 checked baggage fee. Please allow up 7 days for processing on our side. She has also provided a $150 fight voucher as a gesture of apology.
In order to move forward with your baggage claim, please return your completed claim forms. If you have any questions, 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

03/12/2017 07:17 PM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Refund I have done some research on your sons's reservation ([redacted]) and see that this reservation was made on 2/20/2017 at 1:37...

PM and then cancelled at 8:42 AM on 2/21/2017. This situation falls within the 24 hour window that Frontier allows a passenger to cancel a flight from the time of booking free of charge. My records indicate that you received a full refund in the amount of $398.40 to your [redacted] ending in [redacted] for this reservation.   Then, at 9:03 AM on 2/21/2017 a new reservation ([redacted]) was made for your son. This reservation did not undergo any additional itinerary changes until March 5, 2017 when this reservation was cancelled. Frontier has a strict 24 hour time window from the time of booking that we allow passengers to cancel their reservation without any penalties. After this 24 hour window passes, it is Frontier's policy is to subtract a $99 cancellation fee, and hold the remaining amount as a credit to be applied towards a future Frontier flight.   Respectfully, because there is no record of his reservation ([redacted]) being cancelled within the allowed time frame, I am unable to honor your request for a refund. Your credit will remain in our system until it expires on June 4, 2017. You do not need to fly by this date, you just need to book your travel prior to the expiration date. We appreciate your understanding, and hope to service your travel needs under better circumstances in the future. Sincerely,   [redacted] Frontier Airlines

Initial Business Response /* (1000, 5, 2015/05/28) */
[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 originally booked your ticket on...

December 25, 2014. You were originally scheduled to fly May 16-23, 2015. Regrettably, Frontier had a schedule change, and attempted to provide you with an alternate flight to your destination a day after your original schedule.

Please accept our sincere apologies for the inconvenience our schedule change has cause you. When a schedule change occurs, our system automatically makes a change from the original flight to the closest flight time that is available. We notify all passengers who booked through Frontier Reservations or on FlyFrontier.com within 48 hours of a schedule change. If a passenger books through a third party, we notify the third party of the change and they are responsible for notifying their passengers. I apologize if this did not happen in your case. However, Frontier notified the third party of this change on 2/22/15.

I apologize for the inconvenience our schedule change has caused you. Although schedule adjustments are a necessary part of air travel, we know they create challenges for our passengers. Unfortunately, the change does not always accommodate every passengers schedule, which is why we give advance notice, and if necessary provide a refund if the new flight are not acceptable to the passenger.

Regrettably, we do not compensate for schedule changes as they are a normal part of air travel and you are given advanced notice. Please know that no decision is made without first thinking about the impact to our loyal customers.

Your feedback is important to us, and your comments have been forwarded to management.

Kind Regards,

[redacted]
Customer Relations Specialist
Frontier Airlines