Frontier Airlines, Inc.

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

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

07/29/2016 01:48 PM [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.   I sincerely apologize for the unprofessional behavior of our gate agent in Denver. Frontier Airline agents in Denver...

make a last boarding call for all flight via the airport over head.   I'm sorry if you were unable to hear the boarding announcements for your flight for where you were sitting. Congestion in departure gate areas happen frequently and it's best to stay close to your gate and listen for announcements or review the departure boards for updates and departure times.    Passengers must be onboard the aircraft at least 10 minutes prior to our scheduled departure. Our agents are not required to call passengers by name. However, this is done most of the time as a courtesy. Although this is our policy, our customer service agents should always convey this information in a courteous and professional manner. I have filed a complaint on your behalf in regards to the rude agent and forwarded that information to the appropriate management team.   As, is the case with all tickets that have been flown, your tickets are not refundable once they have been utilized.   I do understand that this is not the answer you were hoping for. However, we must be consistent with our policies to be fair to all passengers.   Thank you for taking the time to write. Your feedback has been logged.   Sincerely,   [redacted] Customer Relations Specialist Frontier Airlines

02/02/2017 09:15 AM Dear Ms. [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   We received your interim receipts and they were processed on 1/28/17.  You should be receiving payment shortly.   Thank you for your patience.   Respectfully,     [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

Dear Ms. [redacted]
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

Our records indicate that Central Baggage Specialist Linda contacted you directly to discuss the matter. She states that your bag fee has...

already been refunded and she provided you information on where to send any receipts you may have for interim expenses.

Please let me know if you have any questions.

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

Response Email   03/22/2018 06:52 PM   Hello [redacted],Thank you for letting me know about your experience on January 21, 2018 when traveling from Los Angeles to Cincinnati. I'm really sorry to hear about any confusion surrounding your cancellation and I appreciate the opportunity to...

assist.Safety Is Our PriorityAt Frontier, we are focused on providing a good experience to our customers and I know we failed to meet this commitment during your recent travels. Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed or cancelled due to weather. Please accept my apology for the unexpected interruption. It's never our intent to disappoint our passengers.RefundMy research indicates that you spoke to our Reservations agent [redacted] this morning and that she approved your full refund request in the amount of $990.40 to your card ending in XXXX. I apologize once more for any confusion and please allow 7 business days for this transaction to post to your account.We Value Your BusinessThank you again for contacting us about your recent experience. I recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one.Regards,Customer Relations SpecialistFrontier 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

09/12/2016 05:30 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   What You Should Know I understand that when your travel plans changed, you contacted [redacted] to cancel your flight and they...

told you to contact Frontier to make that change.  When you called Frontier you were told that you were not eligible for a refund of your ticket since it had been more than 24 hours since your reservation was booked.   According to our records, your flight was booked on 9/5/16 at 6:44 PM.  You placed the call to Frontier on 9/6/16 at 7:22 PM which as you can see was beyond the 24 hours. Your complaint mentions that between calling [redacted] and being on hold, you lost about 30 minutes which unfortunately would still put you outside the 24 hours.   What I Can Do I understand how frustrating this must have been and while I am unable to refund your ticket, as a one-time customer service gesture, I have issued a travel voucher for the amount of your ticket which was $78.10 that you can use on a future flight with Frontier.  Our vouchers normally expire in 90 days but I have extended your voucher out 6 months.  While you will need to redeem your voucher prior to the expiration date, you can fly as far out as Frontier's schedule allows.  For your convenience, the voucher number is [redacted] and it expires on 3/12/16. Please see the redemption instructions below.   Again, please accept my apology for this incident and I do hope you will use this voucher on a future flight with us so that we can show you a great travel experience.   Kind regards,   [redacted] Customer Relations Frontier Airlines

08/31/2016 01:40 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for contacting us with your concerns regarding our ticket policy.  I'm sorry to hear about your father's...

illness as I know how difficult that can be.  I hope he is doing better.   I'm really sorry that you are disappointed 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 remain consistent. I'd Like To ExplainTo assure all passengers are treated equally, compensation is issued based on the situation at hand.  In your situation, I can certainly understand your desire to change your travel plans so that you could visit your father and when travel plans change due to a medical situation, we are happy to accommodate our passenger as best we can.  But in order to ensure that we are treating all passengers fairly, we do require documentation that supports the passenger's claim to a medical waiver.  Once we receive that information, we are then able to hold the reservation as a credit which is what we were able to do for you on a previous flight.  If we do not receive this documentation, we need to be consistent with our policy which says that a change fee of $99 will be added to the cost of the new flight along with any difference in the fare.    For your convenience, here is a link to our web site that explains our policies regarding changes in your itinerary Itinerary Changes.   Our Apologies I would like to apologize for the manner in which your concerns were handled by our staff.  While they do have to ensure that Frontier complies with its policies, they could have handled your situation with more compassion and understanding and I'm sorry for that.    For Future Frontier FlightsI was thinking what might be helpful considering what's going on with your father and the possibility that you might need to make unplanned changes in your travel arrangements, you might want to consider purchasing The Works on future flights.  This bundles extra services such as bags and seats, in one low price, and is the only way to get full re fundability of tickets after 24 hours. The Works can only be purchased at the time of booking but it's a great way to save in the future and gives you the flexibility you may need.   Although I realize this is not the answer you were hoping for, I hope you understand and that you will give us another chance to be a part of your travel plans.   Kind regards,   [redacted] Customer Relations Frontier Airlines

Initial Business Response /* (1000, 11, 2015/09/03) */
Dear Ms [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.
We requested a refund of your $25 checked baggage fee. This should be processed on our side within 7 days, with the refund going to the [redacted] ending in [redacted]
We would invite you to request reimbursement for any qualified interim expenses you might have had. Please include your name, the address to send the check to, your telephone number in case we have any questions, your reservation code [redacted] incident # [redacted]XXXXXXXXX, and the original receipts for your interim expenses. We request the original receipts, but suggest that you make copies for your personal records. Please send the above information to the address below.
Frontier Airlines, Inc.
Attn: [redacted]
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

Hello [redacted],   We have received your correspondence with the Revdex.com. I apologize for the delayed response.   Per our conversation, I have waived the $75 name change fee as a one time customer service gesture so you were able to add [redacted] to your reservation. Please know that it is...

usually our policy to assess fees for particular changes to reservations and that fare differences will always be assessed to a flight when changing the details of your travel.   As a kind reminder, in the future when wanting to make a modification to your reservation, you can always go to "My Trip." Additionally, for more information on our policies concerning booking changes, you can always visit our FAQ page.   I hope all of this information is helpful and I wish you all the best in your future travels.   Kindly,  Customer Relations Specialist Frontier Airlines

09/20/2016 04:03 PM Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We understand your frustration in your missing keys and in not being able to retrieve them in time to prevent the bag...

from going down the bag belt.  Unfortunately, it is a safety issue for our agents to retrieve bags once they have been placed on the belt.  Agents are instructed on how to lift and place bags and for their safety, they are instructed that once bags are placed on the belt they are to leave them.  It is the responsibility of the passenger to insure that all personal items in the bag are reviewed before check-in.  We do apologize.   As a customer service gesture, we are happy to offer you a $150 electronic travel voucher for future travel on Frontier Airlines.  Please let us know if you would like to accept our offer.   Frontier Airlines appreciates your business and apologizes for the inconvenience of your baggage complaint. We look forward to serving you on a future Frontier Airlines flight, under more pleasant circumstances.   Sincerely,   [redacted]

Initial Business Response /* (1000, 5, 2015/08/26) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Our records indicate you purchased your ticket with a third party agency,...

[redacted] They do advise all passengers to contact their airline for any additional fees.
While booking reservations on our web site: flyfrontier.com we have pop ups advising all passengers of bag fees and seats fee. It is also on the receipt we send out. We also had radio and TV commercial adds when we first introduced these fees [redacted] I'm sorry we're unable to honor your request.
We apologize for any misunderstanding of the TSA pre-check. Also on TSA web site is a list of airlines who participate in this program and Frontier is not one of them. We do not participate in it at this time, but we are hoping to have it in the near future.
Thank you for taking the time to write. We look forward to welcoming you onboard many future Frontier Airlines flights.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

08/17/2016 09:42 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Safety is Our Priority For safety reasons passengers who appear to be under the influence are not allowed to board. I'm...

sorry you were unable to travel from Cancun however notes from the station advise that when trying to assist authorities were called and you were escorted from the terminal for the disturbance. At Immigration and Customs you were aggressive and shouting at officers.   Our agents in Cancun did contact Apple representatives regarding this situation.   Respectfully we would not reimburse any additional expenses for denied boarding due to intoxication.   Sincerely,   [redacted] Customer Relations Specialist Frontier Airlines

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

[redacted]Regrettably, the certificates are non-refundable once issued. I will not be able to reinstate your miles and reissue new certificates with another car rental agency, per our Early Return coordinator.The certificates you have are valid for [redacted] and can be used for a later time subject to availability.[redacted]