Frontier Airlines, Inc.

Complaint: [redacted]
I am rejecting this response because:I was unable to buy the luggage on Frontier Airlines Website. I also entered my Confirmation Number for the flight.I also disagree with them when they stated that I did not ask for an aisle seat for my flight from DTW to TTN on July 22nd. I was asked to pay money to change seat from a window seat to an aisle seat. I also do not agree because my wife and children carried the same luggage as hand bags during their flight on July 20th, but while coming back on July 24th from TTN to DTW, we were asked to pay the carry on baggage fee for the same. We were also threatened that we would not be allowed to board the aircraft in an insulting in front of hundreds of passengers. We were told, "if we don't pay in 5 minutes, we would miss the flight". WE WERE LAST TO BOARD THE FLIGHT. I am not sure if they record or log these details but that is the fact. I am not satisfied with their answer.
Sincerely,
[redacted]

Response Email   12/05/2017 10:22 AM   Hi [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I am apologizing on the behalf of the reservations agents you spoke with and the manager who...

hung up on you.  I am also very sorry that you had difficulty in processing the payments for your reservation. Which then resulted in having you contact your bank for answers. The experiences that you had described do not reflect the standard of customer care that strive to uphold. I deeply regret that this happened to you.   After you had finally reached me at the Customer Relations department we had discussed the reasons why the reservations couldn't be booked for your minor and the adult separately without initially paying the unaccompanied minor fee for both legs of the minor's flight. We also discussed once both passengers check-in for their flights and then its confirmed the minor isn't traveling alone on one of the legs that we would move forward in refunding the unaccompanied minor fee after it has been confirmed they aren't traveling alone. We as a business have to ensure our liability for a minor traveling with us by filing and processing payment for the minor before being able to confirm before the flight that they in fact are not traveling alone.   I had also explained to you that once confirmed the unaccompanied minor fee may take 3-5 business to appear back in your bank. That is something that is out of our hands once we have processed the refund. It is up to your bank based on their policies to release those funds back to you. Frontier processes the refunds immediately, any delay in funds appearing in your account is due to the practices of your financial institution.   I apologize again for your past experiences, if you had any additional concerns or questions, please do not hesitate to follow up.   Regards,    Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 6, 2015/06/18) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We are sorry for the inconvenience that our delay caused you when traveling with us on...

May 18, 2015 and that you missed time with your family. I understand how frustrating this must have been and regret that you travel plans didn't go as smoothly as they should have.
Flight irregularities can be very challenging and 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, we take great care to operate a safe and on time airline. It is never our intention to disappoint passengers.
In the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are unavoidable.
Our records indicate that Frontier flight #1265 was delayed due to weather/Air Traffic Control (ATC). The flight began in Philadelphia where the flight experienced the weather/ATC delay. This caused the delay of you flight from Chicago to Las Vegas. During times when we are experiencing delays or cancellations due to weather or ATC related issues, we do not provide compensation as weather is something that we are unable to control.
Fares are based on availability and are not guaranteed until held or purchased. We regret to hear that when you called back to confirm the change you had previously inquired about the lower fare was no longer available. There are many factors that affect the price of a ticket and fares change constantly.
While we are unable to honor your request for a refund of your used ticket or a provide free round trip ticket in this situation, our records indicate you were each issued a $50.00 voucher as a customer service gesture. We understand that this may not be the answer you expected, and we are sorry to disappoint you.
We hope to have the privilege of serving your future travel needs under more pleasant circumstances.
Sincerely,
[redacted]
Customer Relations
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not want this because I was not given what was promised. You inconvenienced me and ruined my whole trip. What you did cost more then 50.00 in damages. Seeing as I had to cancel shows and room bookings and could not get my money back. I want back what Frontier Ruined. I did not get to spend time with my family because of the flight delay, and then to turn around and promise me I could change my flight to a later date for 100.00 set rate and then change your mind and go up on price AFTER I added on additional night stays and booked extra events and shows to attend with my family this is not acceptable. I wasted money here. The least you could do is refund my tickets or provide courtesy tickets a 50.00 voucher is a joke to me compared to money lost. smh please follow up with me asap. XXXXXXXXXX or by email [redacted]@gmail.com. Put yourself in my position!
Final Consumer Response /* (4200, 16, 2015/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You keep responding and saying "lower fare wasnt available". It was not explained to me that I would be buying a brand new ticket, It was explained that I was just switching flights and that there was a set price to switch flights. That is how you inconvenienced me why is it that YOU dont want to accept responsibility for the action of YOUR representatives? If I had assumed the price wouldnt change YES it would be my fault but I did not assume anything I called and verified how much it would be to change my flight and was given a SET PRICE as explained by YOUR REPRESENTATIVES. We have been going through this over and over for the past few months and YOU are showing what kind of company Frontier is made of. And at this point I want what I want and its not the measly $50 because what I lost is so much more than a $50 credit and its Frontiers fault and therefore FRONTIER should accept responsibility not point the finger at me. AGAIN, I would like a formal response from YOUR PRESIDENT I would like to know how he feels about this situation and I wonder if he is aware this is how customer service deals with its paying customers. I would like to be compensated and NO I do not want a $50.00 certificate. My fiance has washed his hands with this and no longer wants to fly with frontier so you can surely cancel his certificate he has began flying with a different company but I would like my full refund or a courtesy certificate for my next trip and NO I do not want a lousy $50.00.
Final Business Response /* (4000, 18, 2015/08/15) */
[redacted],
We are in reception of your rebuttal submitted to the Revdex.com.
The response sent to you on August 3, 2015 represents the final resolution for this concern. Here is the correspondence:
I apologize for the delay in responding to your concerns. They have been escalated to me from Lead agent [redacted].
As previously stated, our fares are subject to change. While we regret the inconvenience you experienced, we would not be providing a refund or free tickets.
As a customer service gesture, I have increased your travel certificates from $50.00 to $100.00. Please see below for the updated certificate information.
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]: XXXXXXXXXXXXXXXXX. [redacted] XXXXXXXXXXXXXXXXX.
These vouchers must be redeemed by November 3, 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 hope that you will choose to fly with us again.
Sincerely,
[redacted]
Supervisor of Customer Relations
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 Business Response /* (1000, 6, 2015/09/15) */
Dear Mr. [redacted],
We are in receipt of your correspondence with the Revdex.com and we welcome the opportunity to address your concerns.
We are committed to providing our passengers with a pleasant and enjoyable flight experience and regret that...

your travel plans were disrupted in Minneapolis on September 12th.
We recommend passengers arrive 2 hours before scheduled departure, as Frontier has a 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.
After reviewing the check-in history for this flight we can see that multiple passengers were check-in after this cut-off. We can also see that the transaction times were normal so if there was any computer issue it was quite brief. We regret that you were not able to arrive early enough to ensure completion of the check-in process in time to fly with us.
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, 8, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's response doesn't make sense. On one hand they say that agents are unable to check individuals in after a certain time period. On the other hand the company says that multiple passengers [redacted] checked in after the cut-off period. If multiple other customers were allowed to check in after the cut-off, why was I not allowed to? What is the reason for the discrimination?
I arrived and tried to check in well ahead of the 45 minute cut-off time - asked by the agent to wait. Sometime after the 45 minute cut-off time expired, the agent showed me the policy for check-ins after 45 minutes before the flight. I continued to try to check in after the 45 minute cut off time by calling the customer service 1-800 number, at the direction of the agent.
I would be very curious to know if there were other passengers that were given the shaft during the same flight by this airline, owned by [redacted] have come forward with the same concerns. As I stood by the gate, there seemed to be other individuals trying to find a solution to a similar problem with this soulless corporation with what appears to be a potentially archaic passenger management software. It does appear to me that this company has either inferior passenger software and is trying to cover it up or it has an explicit business model to screw paying customers. There are no other logical explanation that a customer that has paid, with no checked bags, would not be issued a ticket an hour before a flight departs and told "tough luck".
My desired resolution of the matter is unchanged. I request a full refund of the airline ticket and reparation for the $45 I paid for a football game I could not attend that afternoon.
Final Business Response /* (4000, 10, 2015/10/11) */
Dear Mr. Geyen,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
In March we successfully transitioned to a much newer reservations system. This has allowed us to improve our website, and we hope to release an app in the near future with far more capabilities than was previously available. From firsthand experience I can assure you that the software we are using now is anything but archaic.
The 45 minute cut-off is firm, however, there are occasions where if a passenger arrived prior to the 45 minute mark, but the agents were unable to assist them in time, the agent may make an exception and get them checked in. This is not a rule, but it looks like it did happen when you claim you were at the ticket counter. This indicates that you would have had every opportunity to check-in, had you arrived early enough.
We are not able to honor your request for a refund, or reimburse a ticket for a game you missed as a result of missing your flight.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Complaint: [redacted]
I am rejecting this response because AGAIN, I was instructed by a customer service rep that I could regain a full refund. Had I been aware I would not have gone through the entire inconvenience. I fully understand being fair to all customers. Please include me (a currently unsatisfield customer) to that same standard. I will move to voice my complaints onto social media if necessary. I strongly feel this situation and the way it has been handled borders theft. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 4, 2015/07/06) */
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 inconvenience due to the cancellation of your June...

23, flight from Philadelphia to Chicago and the stressful day that followed. This is not a typical occurrence and we are committed to providing our customers the best travel experience, even in the most difficult circumstances. Because the flight disruption was not a controllable situation, we are unable to provide reimbursement or compensation. The flight was cancelled due to weather/air traffic control. Philadelphia had issued ground delay program beginning at 15:00 that day. The flight was delayed 27 minutes the next day due to required crew rest from the weather cancellation.
Feedback like yours helps us identify areas that need improvement. This is important as we work to provide the best possible travel experience for our customers. Please be assured that your comments regarding the language difficulty have been forwarded to our reservations management for internal review.
In reviewing your reservation it appears that each of you were issued a $100.00 voucher as a good will gesture for the controllable delay on the outbound flight. In case you need the information again below is instructions.
To redeem your electronic voucher, visit www.FlyFrontier.com and book your flight. On the "Purchase" page, select "Voucher", then enter the following voucher number:
[redacted]
XXXXXXXXXXXXXXXXX [redacted]
This voucher must be redeemed by September 16, 2015 but your travel date may be as far out as Frontier's schedule allows.
Your business is very important to us. We hope to have the opportunity to restore your confidence in our service onboard a future flight.
Kindly,
[redacted]
Customer Service
Frontier Airlines
[redacted]
Terms and Conditions for Electronic Travel Certificates:
-The passenger ** 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 3 months from the date of issue and may not be extended.
-Nontransferable; may only be redeemed in the name of the passenger ** whom it was issued.
The Certificate cannot be:
-Applied toward the purchase of Travel Insurance
-Used with group travel
-Redeemed for cash
Other conditions may apply.
Initial Consumer Rebuttal /* (3000, 6, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello [redacted],
Thank you for the follow up. I appreciate the detail behind your follow up and your researching the issues. I, like you, would like [redacted] to be an airline which I would want to travel again. There are a few factual points below that I would like to continue discussing.
1. The [redacted] voucher you saw on my account was for my flight from Chicago to Philadelphia. While it may appear that is compensation for the [redacted] airline delays on the return flight from Philadelphia to Chicago, it was actually to compensate me for the 6 hour delay from Chicago to Philadelphia. I ultimately cancelled this flight and Frontier sent me the [redacted] voucher for my delays. You can view evidence of this on the date that Frontier sent me the email voucher. This does not compensate me for the return leg from Philadelphia to Chicago.
2. I agree that Philadelphia airport put out a weather travel advisory on the day of the Philadelphia to Chicago flight. However, this advisory was only for 3 hours. After which the advisory was lifted and other airlines such as Southwest and United flew from Philadelphia to Chicago that same night. This suggests that not all airlines are created equal and that Frontier's competitors have better operations.
3. [redacted] offered passengers [redacted] vouchers for the cancelled flight. They did this that night because they acknowledged that the flight cancellation was not due to bad weather but was instead due to mismanagement. Hotel vouchers were exhausted before I could receive one because staff said that all hotels in the area were full. I should receive a voucher equivalent value for the amount I spent on the hotel.
4. I spoke with a [redacted] Airlines representative that night and they told me that if I send in my receipts through email or fax that they would be reimbursed because the airline didn't have enough vouchers.
I look forward to hearing your response to each of these items promptly by [redacted]
Best,
[redacted]
Final Business Response /* (4000, 12, 2015/08/10) */
Dear Mr. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to address your additional concerns.
When we have a controllable delay or cancellation any compensation provided is in the form of voucher. We do not provide cash in lieu of a voucher. You can view our Contract of Carriage at the link below.
[redacted]
Cash may only be provided for oversold situations and this is handled by agents at the airport at the time. I'm sorry for any misunderstanding regarding compensation.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 14, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)

Initial Business Response /* (1000, 6, 2015/10/11) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We regret that you left your iPad on one of our aircraft when you arrived in Atlanta....

As explained to you by the agent in Atlanta, when items are left onboard, our agents send these items to a centralized location at our corporate headquarters. There these items are matched to reports we receive via our website.
I followed up directly with our Left on Board department. They did receive your online reports, and we must apologize that an automated response acknowledging your claim was not sent. Our IT department is working to correct that issue. No iPad matching your description or flight information has been received. The will continue to monitor inbound items for your iPad.
Per our Contract of Carriage, we are not liable for the loss of items in the passenger [redacted] We appreciate your understanding.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

09/17/2016 06:11 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We hear you! My records indicate that you did arrive at the reservation desk 33 minutes before your flight. We understand...

that you did try to check in using our kiosk but it wouldn't let you because you had passed the 45 minute cut off time. I understand that you mentioned that it was not your fault, it was the car rentals fault., and again that is not our fault. We apologize that you missed our 45 minute cut off time.   We are sorry, but we are not able to refund your flight. If you would like more information about our check in time and cut of time, you and look more into our Contract of Carriage.   Kindly, [redacted] Customer Service Frontier Airlines

02/02/2017 09:08 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 apologize that you did not receive our initial response on 1/26/17 to your Revdex.com complaint.  Please see our response to you below:----------------------------------------------------------Response Email   01/26/2017 02:58 PM(CBS) [redacted], Dear Ms. [redacted],Thank you for your response.  We do show that a check has been approved for $124.68 and is due to be mailed early next week for full reimbursement for your interim expenses.  We are sorry about the disruption to your travel plans. It's never our intention to inconvenience our passengers. We must inform you that we are unable to honor your refund request for the flight because travel was completed on the Frontier Airlines ticket.  We do apologize.As a customer service gesture we are including a $100 electronic travel voucher for future travel on Frontier Airlines for both you and [redacted].Attached are the instructions and information needed for the redemption of the $100.00 electronic travel certificates provided. The certificates are name specific, non transferable, non refundable and cannot be combined with additional certificates for a reservation. The certificates do not have any residual value if full value is not used.Please redeem your electronic travel certificates by going to www.FLYFRONTIER.com or by contacting Frontier Reservations @ [redacted] to make your reservation and to apply the electronic certificate. The certificate expires at 12:01 am (CST) of the expiration date; the reservation must be made by 11:59 pm (CST) the day before the expiration date.[redacted] - #[redacted] Expires 01/26/2018[redacted] - #[redacted] Expires 01/26/2018Frontier Airlines apologizes for the delay of your bag and the inconvenience this may have caused you.  We hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances.  Sincerely,[redacted]If you have any further concerns, please do not hesitate to contact us.Respectfully,[redacted]

12/28/2016 02:19 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I am very sorry for the difficulty in contacting us. Frankly, we are very backed up from the past weather event. Your...

delays were caused by this event.   Your Stroller I regret that your stroller has been missing for so long. We had a huge baggage backup in Denver from all of the baggage from canceled flights. I do not see a baggage claim in our records. Do you have a baggage claim number for your stroller and if so can you email this back? Our Regrets First, I just want to say on behalf of Frontier, we are so very sorry. We’ve had hundreds of disrupted flights over the past few days and we know this is has been incredibly inconvenient and frustrating. We are focused on providing a good experience to our customers and we know we failed to meet this commitment to you. Weekend Weather Event Let me take a moment to explain as much as I can, why this happened.  This last weekend we faced severe weather across the US, especially in Colorado. And although the weather problem was short, it forced several delays and ultimate cancellations. While we tried continued to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn't successful get them where we needed them. This had a ripple effect that caused more delays and cancellations. Your Compensation Your $25 voucher ([redacted]) will remain in our system until 12/19/16 and your $200 voucher ([redacted]) will remain until 12/20/16. You do not have to travel within this time frame. Redemption instructions are below. We Value Your Business Once again, I am sorry for the travel disruption you experienced. All of us at Frontier are working hard to improve our service and we hope you will give us another try. I am sure your next flight will be a great one. Kind Regards, [redacted] Frontier Airlines

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
But I want to also add the account for the $30.00 was not credit to the MasterCard which is was charged to therefore I would like to see the Checked Bags to credit to the MasterCard. Which is still there.

Tell us why here... Hello [redacted],   Thank you for submitting required documents in order to further assist you. Let me begin by expressing my sincere condolences on the loss of your mother. Please accept our sympathy for your loss. I am happy to inform you that the refund was approved in the amount of $375.60 and will be refunded back to the card ending in xxxx. Depending on your bank's practices, we advice that you wait 4-10 business days before the amount is reflected back on your bank statement. We hope to service your travel needs under better circumstances in the future.   Kindly,Customer Relations SpecialistFrontier Airlines

01/01/2017 02:27 PM Hello [redacted],   Thank you for your reply and for the additional information.   Our Apologies First, I just want to say on behalf of Frontier, we are sorry. At Frontier, we are focused on providing a good experience to our customers and we know we failed to meet...

this commitment to you and your family on flight [redacted] from [redacted] to [redacted] on December 17th.   On that day, we faced severe weather across the US. Although the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several days. We know you were counting on us and we take letting you down very seriously. Please be assured that we are working swiftly, at the highest levels in our organization, to ensure that, in the future, we make good on our commitment to provide a seamless flight experience.   Customer Care Per our Contract of Carriage, we are able to offer our customers the option of either being rebooked on the first available Frontier flight or a complete refund of the untravelled portion of their trip. I have just processed a full refund of the reservation and have waived all the applicable fees.   It's never out intention to be insensitive to our customers when their travel plans are disrupted. Unfortunately, we are simply limited in our capacity to provide additional accommodations to passengers in uncontrollable weather situations. Respectfully, we are unable to provide a reimbursement of the tickets purchased on another airline.   We Can Do Better! I assure you this experience wasn't typical of the standards we strive to maintain for our passengers and we'd like for you to give us another try! In an effort to make things right, please accept these $100 electronic voucher towards future travel with us:XXXXXXXXXX The vouchers must be redeemed by April 1, 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] Frontier Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/09/16) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Please accept our apology for the flight disruption you recently experienced. 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. It is never our intention to disappoint our customers.
As a gesture of apology, all passengers were issued an electronic voucher in the amount of $100.00, 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: XXXXXXXXXXXXXXXXX.
This voucher must be redeemed by November 26th, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
Regrettably we do not refund tickets that have been flown on.
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
[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 Business Response /* (1000, 5, 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.
Our records indicate you purchased your tickets with [redacted] Third party agencies...

advise passengers ** contact the airlines for fees. While booking directly with us we have pop ups advising of our fees.
Our web site advises the following information: [redacted]
ITINERARY CHANGES
If you would like to change your itinerary prior to the day of travel (date changes or city changes), you may do so at the My Trips section on FlyFrontier.com. If you purchased the ability to refund/change/cancel your ticket, which Frontier may have offered you and you may have purchased, including all tickets sold as Classic Plus tickets, you may visit Flyfrontier.com and apply the value of your purchase to your new ticket without any penalty, subject to any difference in fare and/or options prices. Otherwise, you must pay the difference between the fare already paid and any difference in fare and/or options prices, as well as a non-refundable change fee of $99.
Most other airlines charge $200 or more for change fees, I invite you to check out other airline web sites.
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

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,[redacted]

Initial Business Response /* (1000, 6, 2015/08/12) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. Our records show that on July 9th Customer Relations Specialist [redacted] responded to...

your email complaint. His response is as follows.
After a review of your flight, our record indicates the delay was associated with a lighting strike. This interruption was unavoidable and a necessary inconvenience to ensure the safety of our passengers [redacted] crew.
We sincerely regret the misinformation you received about your flight. No one was given any compensation. Compensation is not provided in situations that are coded as "out of the control of Frontier Airlines." A lighting strike is always coded as such.
We appreciate your patience and hope to have the opportunity to welcome you aboard future Frontier Airlines flights, under more pleasant circumstances.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear Ms. [redacted]
We have received your correspondence as submitted to the [redacted] and appreciate the opportunity to address your concerns.
Please accept my apology for any inconvenience when contacting our reservations...

department regarding your unused flight. In reviewing I can see that Customer [redacted] agent [redacted] responded to your email yesterday providing a voucher for the full value of your fare. Please feel free to respond to her email if you have any questions regarding your voucher.
Thank you for your patience. We look forward welcoming you on a future [redacted] flight.
Sincerely,
[redacted]
[redacted] Specialist
[redacted] Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As explained in my original complaint, I attempted to book a trip, well within the limitations set by the airline, using my credit. I was unable to do so due to the airline's mistake. Moreover, at the time I called I had written proof - email confirmations - of my booking but the airline refused to consider this and resolve the issue in a timely manner. The dates for that trip have now come and gone. I no longer have an opportunity to use the credit, and therefore requested my money back in full, as opposed to credit to use with Frontier airlines.
Legally I am entitled to this compensation. When frontier airlines lost my information and did not allow me to book the trip of my choice within their own terms and conditions of sale, they breached the contract we had. Now they claim that their terms and conditions entitle me only to store credit and not to a full refund. The breaching party cannot claim the benefit of the contract. I am entitled to restitution, which means to be fully repaid for any losses, and the loss to me is $234.20. If this is resolved out of court I will overlook the time and inconvenience this cost me to resolve.
Final Business Response /* (4000, 14, 2015/08/21) */
Dear [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
As [redacted] explained via email on [redacted] the amount being refunded is the amount you had available at the time you called to make a new reservation. Because agents were unable to locate your reservation as a gesture of good will the fees were waived for your rebooking only. The refunded amount will not have the fees waived.
We regret any disappointment in our position in the matter.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 16, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As explained in my previous response, I am legally entitled to a full refund in the amount of my original ticket purchase WITHOUT having fees withheld. Once again, this is the legal result of the business violating our contract when they were unable to locate my information and book the trip of my choosing within the bounds of their terms and conditions.
I do not find their offer to waive the fees for a future booking "an act of good will" as they claim, because the trip I intended to take long passed before they responded to me and attempted to resolve the issue. They took an unreasonably long time given the fact that I had all confirmations of my booking in writing and immediately ready. They are attempting to claim the benefits and protections of their terms and conditions without providing the same to their customers and this should not be acceptable to you, the Revdex.com.
Further I have directly responded to the business, explained why I find their response and offer unacceptable, and requested that they stop contacting me repeatedly with the same exact offer, but they have not stopped and it has reached the point of harassment.

Initial Business Response /* (1000, 5, 2015/07/30) */
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 confusion regarding your carry-on fee. With the...

Economy fare purchased there is a fee to carry-on a bag larger than the free personal item. If agents determine your bag to be of carry-on size the fee would be collected. Bag fees are non refundable.
In reviewing your reservation it appears you contacted our reservation department on July 10, 2015 inquiring about a refund. The agent provided a credit of the bag fee as you had mentioned you were military personal. If you can provide documentation such as travel orders or proof of active duty we will refund the fee.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines