Frontier Airlines, Inc.

Response Email   02/21/2018 04:12 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. On behalf of all of us here at Frontier, please accept my apologies for the disruption to your family's travel...

plans from Orlando to Washington, D.C. on January 29th. Hotel Accommodations Based on the information provided, I have had the opportunity to verify your description of how hotel accommodations were handled on the day in question and it is our pleasure to issue you a reimbursement for your hotel expense. You can expect a hard copy check for $225.01 at the following address: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxPlease allow 4-6 weeks for processing.   Amenities Reimbursement Request Although we are not obligated to purchase alternative transportation for customers during instances of irregular operations, we did so as a customer service gesture to those on Flight 1622 on January 29th.  All money provided to Frontier for Flight 1622 was put toward the purchase of those those alternative tickets; this money is considered ineligible for refund or reimbursement. If your party had been made to pay for amenities on the alternative airline, we would be willing to reimburse for those expenses, as they had already been purchased with Frontier. Therefore, I am respectfully declining your request for a refund or reimbursement of the amenities purchased for Flight 1622. Customer Care It's never our intention to be insensitive when our travellers' plans get disrupted. For this reason, each passenger on Flight 1622 was issued a $200 electronic travel voucher as a gesture of apology. Please know that the vouchers already issued to you and your family will remain active for the entire redemption period.   I assure you that this experience wasn't typical of the standards we strive to maintain for our customers. 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 providing you a fully satisfactory experience on your next Frontier flight!   Sincerely,  Customer Relations Frontier Airlines

Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for contacting Frontier about your cancelled flight on August 7, 2017 from [redacted]. I'm really sorry to hear that you did not...

receive prior notification of your cancelled flight.Our ApologiesI apologize that the email you  were provided with did not state all of the information you needed regarding your flight. That is certainly a reasonable expectation and it sounds like we could have been more proactive in keeping passengers fully updated on this cancellation.   I would also like to apologize that you were not able to get a hold of any Frontier representatives on the phone. I understand how frustrating it can to not be able to speak with a person during a situation such as yours. I am sorry that happened to you.    Our Website It sounds like you also had some trouble with flyfrontier.com. We try to keep the most up to date information online regarding our flights. I'm sorry that was not your experience. We appreciate you bringing this web issue to our attention so that we can ensure this does not occur again in the future.   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. Cancellations can be frustrating, but safety is our top concern and periodically our flights have to be cancelled due to this reason. Please accept my apology for the unexpected interruption. It's never our intent to disappoint our passengers.   Your RefundMy research shows that a refund in the amount of $597.60 was issued to your card ending in [redacted] on August 7, 2017. Please allow a few days for this transaction to post to your account.   I apologize for the amount of time it took for your refund request to be processed. I assure you this is not our norm, but we appreciate your feedback as we are constantly looking for ways to improve. For future reference, our refund request form can be found here on our website.We Care About YouPlease know that we do value you as a customer. In an effort to make things right, you were issued a Frontier voucher in the amount of $200.00 to use towards future Frontier travel. Here is your voucher number.    [redacted]- XXXXXXXXXXXXX  Your voucher expires on November 4, 2017 but you do not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details.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 use your discount on another flight with us. I'm confident your next experience with us will be a good one.Regards,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.

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.

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!

10/23/2016 06:57 PM Hello [redacted],We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Our ApologiesI'm sorry to hear how things turned out when you arrived at our check in counter. Frontier has a strict 45 minute cut off and...

once a flight is closed, neither a kiosk nor our agents are able to reopen the flight to print passes or check in baggage. It is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned.Check-InI know first-hand that navigating an airport can be challenging, especially when there are long security lines. It's for that reason that we require passengers to be at our ticket counter at least 45 minutes prior to departure. It really is a good idea to get to the airport at least 2 hours in advance of your flight. For those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change fee.   We have fully disclosed our check-in policies to all third party agencies and while they are required to provide this information during booking, often times the information is not as clear as it is on our website. Visit www.flyfrontier.com for the most up-to-date and accurate policies.   What I Can Do While we do not typically compensate for missed flights, we can appreciate the frustration you must have experienced throughout this process. As a one-time customer service gesture, I am issuing each of your party a $233.34 voucher, for a total of $700.02. These vouchers must be used under each respective name, and will expire January 21, 2017. You do not have to travel within this time, as you may book travel as far in advance as our schedule allows. Your voucher information is as follows:   [redacted]
 
[redacted]
 
[redacted]   Next time, if you experience a disruption like this, I highly recommend immediately working with a Frontier Representative on rebooking, whether with us or another airline. I understand that you spoke with one of our representatives over the phone, but because both flights were left unchanged on the reservation after departure we would likely be unable to issue compensation. This will minimize your out of pocket expenses and will ensure that any refunds/reimbursements are known to you before it is too late. We Hear YouI understand it's frustrating that our counter agent could not accommodate your request for late check in, but there is no excuse for the behavior you described. We take these types of reports seriously and use them as training opportunities.We look forward to welcoming you aboard many more Frontier Flights!Kind Regards,[redacted] Customer Relations SpecialistFrontier Airlines

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

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.

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]

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

02/22/2016 09:15 AM Dear [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. We are disappointed that you are not satisfied with our response to you regarding this matter. However, our website clearly advises that, "seats are limited", which means that the $19 fare was not unlimited. The ad you included also states; "The introductory one-way fare of "as little as $19.00." In addition, you can confirm this information now by checking out our website  https://www.flyfrontier.com/ for our 15%off sale, which states: *Discount available for selected domestic and international nonstop travel on select days of week. Seats are limited. Restrictions apply. Respectfully, [redacted] Customer Relations SpecialistFrontier Airlines

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

03/25/2016 09:00 AM Dear Mr. [redacted], It was a pleasure speaking with you this morning.  We do apologize for the damage to your bags.  As we discussed, we will be happy to provide you with a $100 electronic travel voucher for future travel on Frontier Airlines as final resolution to...

this claim [redacted] and to the Revdex.com complaint ID [redacted]. Attached are the instructions and information needed for the redemption of the $100.00 electronic travel certificate provided. The certificate is name specific, non transferable, non refundable and cannot be combined with additional certificates for a reservation. This certificate does not have any residual value if full value is not used. Please redeem your electronic travel certificate by going towww.FLYFRONTIER.comor by contacting Frontier Reservations @ ###-###-#### to make your reservation and to apply the electronic certificate. The certificate expires at 12:01am (CST) of the expiration date; the reservation must be made by 11:59pm (CST) the day before the expiration date. Max [redacted] - $100.00 certificate #[redacted] Expires 03/25/2017 Frontier Airlines apologizes for the damage to 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]

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

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

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]

10/19/2016 08:25 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We understand your frustration with not receiving your bag upon arrival in San Diego.  We do apologize.  Our...

records indicate your luggage was restored the next day.  We show that you have been reimbursed for your interim expenses and we have also refunded $60 in bag fees. Flights that have been flown are not eligible for a refund despite any delay that may have occurred. We regret any misunderstanding surrounding this policy.   Frontier Airlines apologizes for your delayed baggage and the inconvenience this may have caused you. We hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances.   Respectfully,   [redacted]

Initial Business Response /* (1000, 5, 2015/05/13) */
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 for any frustration that was caused when trying to reach our Customer...

Relations Department. According to our records on April 22 Customer Relations Specialist Yolanda responded to your email complaint.
We have verified your voucher in the system and it expired on January 14, 2015. At the time your voucher was issued they were valid for six months. Currently, vouchers are valid for three months.
In fairness to all customers, it is important for us to be consistent when it comes to policy. As a result, your voucher cannot be extended.
We appreciate you taking the time to write and regret any disappointment that was caused. We hope to have the ability to welcome you on board in the future.
Sincerely,
[redacted]
Frontier Airlines
Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The justification of "In fairness to all customers" is the problem here. The reality is that Frontier's policy is unfair to all customers if Frontier Airlines continues to hide the key piece of information from their customers at the time of negotiating to give up their seat, that the voucher will expire in such a short amount of time. 6 months was bad enough, but 3 months is horrible.
Final Business Response /* (4000, 13, 2015/06/17) */
Dear Mr. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
According to our records, an exception was made on [redacted] 28, 2015 to extend an expired voucher in the amount of 400.00 as a goodwill gesture.
In researching, you made a reservation [redacted] and it was ticketed on [redacted] 5, 2015. A $150.00 voucher was applied to this reservation.
Per our Voucher Terms and Conditions only one certificate may be redeemed per ticket. In addition, our policy indicates that a voucher cannot be applied to an existing reservation. Therefore, we are unable to apply the $400.00 voucher to your reservation code [redacted]
We understand that this may not be the answer you expected, and we are sorry to disappoint you.
Sincerely,
[redacted]
Customer Relations
Frontier Airlines
Final Consumer Response /* (4200, 15, 2015/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this as a proposed resolution because it doesn't resolve anything and this response from Frontier doesn't even provide a partial resolution. If this is truly a matter of only allowing one voucher, then Frontier could have applied the $400.00 voucher instead of the $150.00 voucher, but instead Frontier is using this as another excuse to stall and avoid doing the right thing.

10/27/2016 04:55 PM Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   My records indicate that we did receive a call on 10/18/2016 at 12:18 PM asking for a name change because the wrong name was accidentally entered when booking the reservation. We also have notes explaining that our agent informed the passenger that there was a name change fee of $75.00. Our agent made sure to go over the information and there was also a date of birth change.   We apologized, we unfortunately are not able to refund the $75.00 name change fee. Thank you for your patience.   Kindly,   [redacted] Customer ServiceFrontier Airlines

01/05/2017 11:36 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I am very sorry for your misplaced baggage and that our communications about the issue has been lacking.   Baggage Back-up On...

December 17, we faced severe weather across the US, especially in [redacted]. Although the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several days.   This event caused a huge back-up in our baggage department. Unfortunately the only solution for your missing baggage is to wait until they get to your issue. We address each issue in order. Your lost baggage claim #[redacted] will be addressed. I regret that it is taking so long.   We Can Do Better!Please know that we do value you as a customer. In an effort to make things right, I have issued a Frontier voucher (#[redacted]) in the amount of $50.00 to use towards future Frontier travel. Your voucher expires on 04/04/17, but you do not have to fly by then, travel just has to be reserved before the expiration date. Please see below for further redemption details. We Value Your BusinessThank you again for contacting us about your recent experience. I recognize my response to you 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,[redacted]Customer Relations SpecialistFrontier Airlines

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