Frontier Airlines, Inc.

Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesFirst, 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 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.Safety is Our PriorityAs you can imagine, flight irregularities can be very challenging and I'm sorry you experienced a flight cancellation. I also know that you expect to get where you're going safely. It's never our intent to disappoint or inconvenience our passengers.Refund ProcessedMy records indicate that you received a refund of the fare of your cancelled flight. The amount $110.10 was processed to . Please note that once the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practices.Voucher InformationWhen we cancel a flight due to something out of our control, we're unable to assume liability for incidental expenditures like the ones you described. However, as a gesture of apology for your experience I have issued you a $100 voucher to use as a discount toward a future flight with Frontier. The voucher will expire , though you are able to book as far as Frontier's schedule will allow. Your voucher number is .  Come Back SoonWe know that as a company that has people like you counting on us, we failed you. We take this letdown very seriously. We know that we could have done better. And the whole company, virtually every department and employee, is working hard to get us back on track and make things right for our customers. Thank you for choosing Frontier and we hope to make it up to you on your next flight with us. Best wishes,[redacted]Customer Relations SpecialistFrontier Airlines[redacted]Just follow these simple steps to redeem your voucher:1. Visit www.flyfrontier.com and select your flight.2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.• It’s not redeemable for cash.• It must be booked within 90 days from date of issue.Note: There are no restrictions on travel date.• It’s one-time use, meaning there will be no remaining value after redemption.• It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.• It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued.• The name on the new reservation must match the old reservation exactly.• It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.

Response Email   08/14/2017 04:05 PM  Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Reimbursement Please reply to this email with a copy of your receipt for your car...

rental purchase. We also ask that you send a valid mailing address.  We will process your reimbursement and send it via check to the mailing address.   After this information has been sent, we will issue the travel voucher for future frontier flights.   Please let me know if you have any questions or concerns.   Regards,Customer Relations SpecialistFrontier Airlines

I will accept this response. The best address to reach me would be what is listed on the complaint[redacted]
[redacted]

03/04/2017 11:58 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Flight Cancellations I apologize for the inconveniences caused by the cancelled flight. My research shows that the flight was...

cancelled due to weather on a previous segment. I apologize if this information was not given to you previously.   Refund I see that a refund was processed for $210.20 on March 3rd, 2017. Please allow 7-14 days for the refund to process back to the card ending in #[redacted].   Other Airline Reimbursement I regret to inform you that we are unable to reimburse you for the other airline expense that you incurred. I know this is not the answer you were hoping for but since the cancellation was due to something out of our control we are unable to reimburse for incidental expenditures like the ones you have described.   Voucher Compensation I see that you and Alice each still have a voucher available to use on a future Frontier flight. The vouchers will expire on March 20th, 2017 but travel may be booked as far out as Frontier's schedule allows. The voucher numbers and instructions for use will be down below.     While we recognize this does not change your experience we hope that you will choose to fly with us again in the future.   Regards,   [redacted]

Initial Business Response /* (1000, 5, 2015/05/14) */
[redacted],
Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We are committed to providing...

our passengers [redacted] a pleasant and enjoyable flight experience and are disappointed to hear we fell short of this when you contacted our reservation center.
We are disappointed you had to cancel your reservation due to personal reason, and were unable to make your flight as scheduled, unfortunately sometimes this happens. Frontier Airlines offers two different types of fares. They are Economy and Classic Plus, each having its own amenities and price so our passengers [redacted] choose which fare best suits their travel needs. Economy tickets are not refundable after the initial 24 hour period after purchase. Any changes after this period will result in a change fee. Classic Plus tickets are fully refundable at any time if you do not utilize the reservation. If a passenger [redacted] there reservation on an Economy ticket after the 24 hour period, the value of the ticket will be held for 1 year from the date the original ticket was issued minus the change fee.
I do apologize, if there was a miscommunication between you and the agent that cancelled your reservation. However, the agent correctly noted the reservation would be held for credit for 1 year. Regrettably, your request for a refund is denied. We must be consistent with the fare rules of the ticket you chose to purchase in order to be fair to all of our passengers. Please review our Contract of Carriage and the Terms and Condition you agreed to upon purchasing your ticket at www.flyfrontier.com.
Your continued support is very important to us. Therefore, we hope this isolated incident does not prevent you from flying with us in the future. We hope to have the privilege of serving your future travel needs.

Sincerely,

[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response from Frontier. I want them to go back and listen to the recorded conversation with the initial representative that I spoke with who told me that the $108 would be refunded to my credit card. I want them to honor what their employee told me. Again, had I known that I would just receive a credit for the cancelled flight, I never would have cancelled it to begin with. I specifically asked the representative if the refund would be put back on my credit card, and he told me that would. I want Frontier to listen to the recording from my call and honor what was told to me, regardless of "policy."
Final Business Response /* (4000, 9, 2015/06/02) */
[redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
I do apologize if there was any miscommunication between you and the agent you spoke with in our reservation center. However, it is passenger's responsibility to review the fare rules for the ticket they are choosing to purchase. When a passenger [redacted] an Economy ticket (which is non refundable after the initial 24 hour purchase) and has to cancel it, the ticket will be held for credit minus the $75 change fee to rebook.
A refund will not be granted. We must be consistent with the fare rules of the ticket you chose to purchase in order to be fair to all of our passengers. Please review our Contract of Carriage and the Terms and Conditions for the ticket you purchased at www.flyfrontier.com. This information is available for all passenger ** review before purchasing a ticket.
Your continued support is very important to us. Therefore, we hope this isolated incident does not prevent you from flying with us in the future. We hope to have the privilege of serving your future travel needs.

Sincerely,

[redacted]
Customer Relations Specialist
Frontier Airline

Complaint: [redacted]
I am rejecting this response because: It doesn't change the fact that I was treated differently from another passenger. Fair is fair, and equal is equal. I was not treated equally no matter what the underlying reason.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/22) */
Dear Mr. [redacted],

We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

I'm sorry to hear you arrived at the wrong terminal. I'm not sure where you found...

Frontier's terminal information. If you go to Frontier's web site and click on MCO airport information it directs you to the Orlando Airport's web page.

Your boarding pass shows you the terminal and gate.

I regret any inconvenience you experienced. We hope to see you on a Frontier flight again under pleasant circumstances.

Regards,

[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/12/22) */
Dear Ms. [redacted],

We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

We are disappointed to hear you were unable to travel as planned.
As a customer...

service gesture I have set up a $99 refund back to your credit card ending in [redacted]
We look forward to having you on a Frontier flight again soon.
Regards,
[redacted]
Customer Relations
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 8, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They are willing to refund my $99 back which is my reason for the complaint. However it doesn't say when they will refund the $99 back. So I will be willing to abide by the documentation they sent unless otherwise and refund is not received.
Thank you Revdex.com!

Dear Mr. [redacted]We have received your rebuttal as submitted to the Revdex.com. I had [redacted]'s call pulled from the morning of November 18. She called to check id they can move their flights the following day because her husband was sick. The agent advised [redacted] of the $99 change fee plus...

fare difference will apply. Agent also advised [redacted] if you don't show up to the airport you will be tagged as a no show and loose the value of the ticket. [redacted] advised they will try yo make the flight.It is apparent our agent made an error on your outbound flight, but your return flight shows as a no show.The value of your ticket would have been $148.00, your seat fee would have been $18 and your carry on bag would have bee $30, a total of $196.00. As a customer service gesture I have provided you a voucher in the amount of $97.00, this is minus the $99 change fee.As a gesture of apology, we have issued voucher number [redacted] in the amount of $99, which can be applied to your next online booking at www.flyfrontier.comThis voucher must be redeemed by 4/6/2016, 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 that you will choose to fly with us again.Regards,[redacted]Customer RelationsFrontier Airlines[redacted]Just follow these simple steps to redeem your voucher:1. Visit www.flyfrontier.com and select your flight.2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher. • It’s not redeemable for cash. • It must be booked within 90 days from date of issue. Note: There are no restrictions on travel date. • It’s one-time use, meaning there will be no remaining value after redemption. • It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer. • It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued. • The name on the new reservation must match the old reservation exactly. • It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.

01/19/2017 02:52 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I understand you booked your flight on the website. I understand that you booked a second ticket on the website. The website...

understood that you wanted to change your flight that is why you had been charged the change fee and the fare difference.   We apologize for the inconvenience. As a one time customer service gesture we have refunded the $99 change fees. The funds will go back to the original form of payment. To the visa ending in [redacted].   I would also like to remind you that you do have a flight scheduled for January 20, 2017 from [redacted].   We apologize for any inconvenience.     Kindly,   [redacted] Customer Service Frontier Airlines

03/03/2017 11:43 AM Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   As stated in our Terms and Conditions, that must be agreed to prior to the purchase of a flight reservation, we are unable to refund flights booked less than seven days in advance of travel.   Thank you for contacting me about your experience. We are growing incredibly fast and it's emails like this that help us identify where we can improve as an airline.   Kindly,   [redacted]
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/05/12) */
[redacted],
Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to both the Revdex.com and the Department of Transportation. We appreciate the opportunity to address your...

concerns.
I am sorry for the inconvenience that your daughter and grandson experienced when they attempted to travel with us on April 6, 2015.
My records indicate [redacted] and [redacted] were originally booked on flight [redacted] scheduled to depart 4/7/15 from Ft. Myers to Dulles. A schedule change occurred on their reservation and they were then booked on flight [redacted] scheduled to depart Ft. Myers on 4/8/15. You then contacted Frontier on 2/26/15 and requested to be placed on flight [redacted] on departing on 4/6/15. This request was processed and they were assigned seats 5A and 5B.
We recently underwent a transition in our technology systems to help improve our customers experience by implementing a new reservation system and website. Regrettably, we have discovered that there were some system glitches during the migration process from one system to the next. We sincerely apologize for this glitch not being recognized sooner. Ultimately, these updates will provide added functionality and more self-service capabilities for our passengers. These changes have also caused a significant increase in call volume, but will ultimately improve our customer experience.
I regret that our agents at the Ft Myers station were unable to resolve the issue in a timely manner and get your daughter and grandson on a flight that day. My records indicate you were granted a full refund of the fares and all fees paid. This refund was processed on 4/6/15. You contacted Frontier on 4/20/15 and were advised the refund had been processed. Please contact your bank if this refund has not posted to your account.
I am extremely disappointed that the system transition caused your family inconvenience. Please submit verify receipts for the Southwest flights on 4/6/15, and I will review them for reimbursement once they have been received.
It is never our intention to disappoint our passengers. Please know we continue to work with our stations to make sure you are being taken care of at the airport.

We value your continued support and look forward to welcoming you onboard future Frontier Airlines.

Sincerely,

[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I re-submitted the receipts to Frontier from [redacted] on 5/12/15, showing $453.50 each or $907.00 total for two. Frontier acknowledged it was a glitch in their system and I should not need to be responsible for the additional monies due to their error. I was not at fault as Frontier had 4 months from the purchase date and 39 days from their email where they changed the flight to Wed. and I called and changed to Mon. Unfortunately, I needed to get my daughter and grandson home and not leave them stranded at the airport for 2 days. I am still waiting for Frontier to "review the receipts" and am still expecting them to issue a $589.00 refund for the difference in the Frontier tickets and the [redacted] tickets. I have attached the [redacted] receipts for 4/6/15.
Final Business Response /* (4000, 9, 2015/05/25) */
[redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
I have received your receipts for the cost of the [redacted] Airlines tickets you purchased on behalf of your daughter and grandson. I have requested a check reimbursement to be mailed to you, in the amount of $589.00. This is the difference between the refund issued for the Frontier Airlines tickets, and the amount that was paid for the tickets on South West. It is never our intention to disappoint our passengers and again, I apologize for your family's experience.
Please allow 4-6 weeks for a check to be processed and mailed to you.
Frontier Airlines appreciates your business and we apologize for the inconvenience that was experienced.

Regards,

[redacted]
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (2000, 11, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am waiting for the check to be processed and mailed. I will request the case be reopened if not received in the time frame promised. Thank you for your assistance.

Tell us why here... Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I apologize for the inconvenience and this experience. It is unfortunate that you were not properly assisted earlier in this...

matter, on the day you traveled from New Orleans to San Francisco. Frontier never wants to upset our passengers, or have them separated from their luggage.   We have forwarded your claim to our Central Baggage department. They have a wide range of tools available to further assist you, and they will be in contact with you to properly resolve this matter and reunite you with your luggage.   I apologize again for the inconvenience you've experienced. Please be assured that we are doing our best to reunite you with your baggage. If you need immediate assistance prior to the next update, please call Central Baggage at 303-390-9067 between 7am and 4pm MST or via email at [email protected]   Kindly,   Customer Relations Specialist  Frontier Airlines

Initial Business Response /* (1000, 9, 2015/11/17) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We regret that your passports were not in acceptable condition for international...

travel and that you had to delay your trip while new passports were obtained. We sincerely apologize that you were not properly rebooked on the flight you were told you were and your trip was further delayed. As compensation for that situation a hotel and meal vouchers were provided.
We apologize that your bags were sent to your destination without you when you were not able to travel because of the condition of your passports. We have refunded the 2 $25 bag fee under your name and the 1 $30 bag fee under Dustin's name.
Please submit receipts for any interim receipts to [redacted], or mail them to: Frontier Airlines, Inc., ATTN: CBS, [redacted] XXXXXX, [redacted] XXXXX, for processing for reimbursement. You can reach Central Baggage with any questions regarding this issue at: (XXX) XXX-XXXX.
As a gesture of apology, we have issued vouchers: [redacted] XXXXXXXXXXXXXXXXX, [redacted] XXXXXXXXXXXXXXXXX in the amount of $50, which can be applied to your next online booking at www.flyfrontier.com. These vouchers must be redeemed by February 20th, 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 that 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
Central Baggage Service
[redacted]
Just follow these simple steps to redeem your voucher:
1. Visit www.flyfrontier.com and select your flight.
2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.
It's not redeemable for cash.
It must be booked within 90 days from date of issue.
Note: There are no restrictions on travel date.
It's one-time use, meaning there will be no remaining value after redemption.
It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
It's not transferable and may only be redeemed in the name of the passenger to whom it was issued.
The name on the new reservation must match the old reservation exactly.
It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.

09/23/2016 09:33 AM [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our records indicate a flight on September 23 from ORD MCO was booked on our website on September 13. A confirmation email was sent on...

September 13 to the email provided [redacted] when it was booked.   You then contacted us on September 15 to cancel the reservation and were advised the tickets were non refundable and there was a cancellation fee of $99 per person.   As a customer service gesture we waived the cancellation fee and provided you a credit for $124.20 to use toward a future flight.Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

06/29/2017 02:23 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I understand that you would like for us to waive the checked bag fees for your trip from [redacted] to [redacted] on July 11, 2017 as an...

inactive military personnel.    Our Apology I apologize for the possible misunderstanding when you spoke with our agents over the phone.  I have made the details of your experience available to our Leadership Team, so that they may research the situation you described.    Military Baggage Fees For further clarification of our military baggage fee policy:  Active duty military personnel, reservists traveling with orders, and military personnel traveling in uniform may carry-on and check bags at no charge for all types of tickets. This policy is for active duty military personnel only and does not extend to family members or traveling companions.    Refund Respectfully, we will not be able to waive the baggage fee for your travel on July 11, 2017. We are fair and consistent with active and inactive military personnel.      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 $50.00 voucher to use as a discount towards future travel. Your voucher expires on September 26, 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] - #[redacted]See You SoonI recognize this may have not been the resolution that you desired, but it is important that we remain consistent when administering our policies. We look forward to welcoming you onboard your flight to [redacted] in July.   Sincerely,   [redacted]

Initial Business Response /* (1000, 5, 2015/05/29) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We would like to apologize for the items that were missing from your checked...

baggage when you arrived in Denver. There are circumstances when Frontier Airlines does not assume liability for missing items. Each airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions of liability. Ours can be found here:
http://content.flyfrontier.com/contract-of-carriage
Our records indicate that an initial claim was taken in Denver. Central Baggage Specialist [redacted] has collected additional information from you so that the situation can be investigated. She also provided you with claim forms for your missing items. These must be completed and returned to Central Baggage before we can provide any settlement. They can be emailed to [redacted]@flyfrontier.com or mailed to:
Frontier Airlines
Attn CBS
PO Box XXXXXX
Denver CO XXXXX
If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:00 am-4:00 pm Mountain time.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This has taken way too long, I have filed, filled out everything they requested AND had it notarized. Have yet to hear the status or a check.
Final Business Response /* (4000, 9, 2015/06/15) */
Dear Mr. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
Our Central Baggage Department is in receipt of your completed claim forms, and have finished the required review process. Their Supervisor advised that she is submitting a check request to our Accounting department today for your settlement. Please allow 4 - 6 weeks for processing.
Thank you for your patience.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

05/11/2016 10:02 AM Ms. [redacted], I'm very sorry for your continued disappointment with our response to your complaint as submitted to the Revdex.com. As requested, your concerns were escalated to the Leadership Team and we have reviewed all of your correspondence with our Customer Relations agents, Central Baggage and the emails forwarded to us from the Revdex.com. I realize that your concerns regarding the lost blanket, car seat and broken luggage are of extreme importance to you. These concerns have not been ignored Ms. [redacted]. Baggage issues are handled by our Central Baggage Department and our records show they were in contact with you on 05/06/2016 02:39. It was explained that receipts are required for reimbursement on any of the missing items you had replaced. Further correspondence regarding your lost items will have to be handled through Central Baggage. Please refer to Reference #[redacted]Ms. [redacted], again I offer my most sincere apology for the attitude of the flight attendant's and for your family's discomfort as you waited onboard the hot aircraft during a maintenance delay. I'm very sorry that you were frightened due to the attendant's comments and I can only assure you that safety is Frontier's top priority and we have an untarnished safety record. I understand that you remain dissatisfied with our apologies and offer of $50 vouchers for each of your family members. I regret that very much. I did see your comment that we missed the additional voucher for [redacted], as he was traveling on a separate record. A $50 voucher has been issued to [redacted] as well. Should you consider flying with us again, all 5 vouchers will remain in our system until they expire on 4/19/17. [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted]Please understand that vouchers for future flights are Frontier's only form of compensation and we extended our standard 90 day expiration out to one year, as an additional gesture of apology. Respectfully, we do not refund flown travel and must remain consistent in this policy. Although we realize this is not the answer you were hoping for, we hope you understand that your family was provided with the maximum recompense for the flight issue on 4-17-16. Sincerely, [redacted]Frontier Airlines Leadership Team

Response Email   12/04/2017 12:56 PM   Hello [redacted],   We have received your correspondence with the Revdex.com.  I'm sorry to hear about the accidental cancellation of your flight.   What We Can Do Regrettably, with your situation, I can not offer you a refund. What I can...

do for you is wave the flight change fees. I have waived the $297 of cancellation feesand have issued you a full credit of $367.20 for a future frontier flight. 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: [email protected]. If applicable, a credit card will be required for any residual value. Your credit will expire on March 4, 2018, but you do not need to fly by then, just book new travel.   If you have additional questions or concerns, please let me know. 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

1/02/2017 01:54 PM , Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Ground OperationsIn 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. This is a situation faced by all airlines and, try as we might, no air carrier can guarantee that all flights will depart or arrive on schedule.   My research into your flight shows that your flight was cancelled due to a operational delay at the airport for which we take responsibility.  When this happens, we will attempt to rebook our passengers on the next available flight or if that isn't convenient, we will refund the cost of the flight that was cancelled.  If the passenger wants to fly that day, we will reimburse a ticket purchased on another airline up to $400 per person on the reservation.   I see that you have received a refund of your Frontier flight in the amount of $163.00 to your [redacted] card ending in [redacted].  What I would like to do, is refund the difference between the ticket you purchased on another airline and the refund you received for your Frontier ticket.  Can you please send me the receipt for the ticket purchased on the other airline and I will take care of that.  I will also need the mailing address where you would like this reimbursement sent so just respond back to this email and it will come directly back to me.   We are not able to reimburse you for time lost with your family, but I would like to offer you a $200 voucher for future Frontier travel for the lack of customer service you received when trying to get assistance.  I am very sorry this happened.  As long as you book your travel prior to the expiration date of the voucher, you can actually fly as far out as the Frontier schedule allows.  Please see below for the redemption instructions.  The voucher number is [redacted] and it expires 4/4/17.   Again, I apologize for any inconvenience this cancellation caused you but I hope you will use this voucher to fly with us again under better circumstances.   Best wishes,   [redacted] Customer Relations Frontier Airlines