Frontier Airlines, Inc.

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, 2015/09/03) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and the DOT. We appreciate the opportunity to address your concerns.
On August 20 flight [redacted] was delayed due to [redacted]...

Departures and arrivals occur only when [redacted] has deemed that they can commence safely. [redacted] coordinates the departure and arrival of all aircraft within the airfield it oversees and is run by the city or municipality in which it is located. Air traffic must be spaced out properly in order to maintain a safe distance between aircraft. Because of these safety regulations and the fact that air traffic is oftentimes quite crowded, windows of time within which we are able to depart are limited. When we are advised we need to depart then we must get our flight loaded as quickly as possible and depart.
Our records indicate on August 21 a refund was set up in the amount of $398.00 and on August 25 a refund of $53.80 was set up to go back to credit card ending in [redacted] ($451.80). Also on August 25 a refund of $348.40 was set up to be refunded back to credit card ending in [redacted]
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

Hello [redacted],Thank you for your response. [redacted] is out of the office, but I appreciate the opportunity to assist as I can in the mean time.I'm glad to hear another agent was able to resolve your concerns satisfactorily, but I encourage you to let us know if there is anything else we can help...

with.Kind Regards,Supervisor, Customer RelationsFrontier Airlines

Complaint: [redacted]
I am rejecting this response because: I find the assumption that my troubles that day are worth only 50 dollars in airline credit to be personally insulting.  I was late to an important fundraiser of which I was one of the main presenters.  It was professionally and personally embarrassing. Secondly, there is no way I'm going to do business with Frontier Airlines ever again.  I know that the company is on the rocks, with their Head of Customer Relations resigning in the past week or so.  I'm sure I'm not the only person who was inconvenienced but I will not be condescended to.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It doesn't at all address the problem I stated to begin with. If a business can't provide the product as advertised, they should return the money. Look at my original message, and my last rejection.
Sincerely,
[redacted]

01/23/2017 01:26 PM [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.As a one time customer service gesture we have refunded the full amount of the ticket.You should see this processed on your credit card in the next day or two. For future bookings note that the website states, except for tickets purchased for travel within 7 days (168 hours), all tickets may be cancelled for a full refund up to 24 hours after the time of purchase. This means that travel with in 7 days is not refundable and travel further out is only refundable for 24 hours. Should you cancel out of that time frame the  ticket will retain its value for 90 days, and the value of your ticket may be applied toward the purchase of a future ticket subject to a change fee of $99. All out travel policies are listed on our website at https://www.flyfrontier.com/travel-information/travel-policies/. Regards,[redacted]Frontier Airlines[redacted]

Complaint: [redacted]
I am rejecting this response because: to me these vouchers are not displaying any kind of compensation me and my wife have a 8  year old son that we had to assure was taken care of why frontier did not let us board our flight my wife also. Missed 2 days of work behind this situation. Me and my wife had to sleep in a airport after receiving two emails that our plane would be leaving 155 we reached the airier at 1159 to not be let up stairs and checked in to thAn finally speak to a frontier representative to say that the plane didn't actually board until 1:27am. This was inhuman in all ways possible the reason I would like my refund is because I never ever want to fly with this company again. With these vouchers they are four big mr to remain a customer which I would like to never have and crossings with this company. I some to 5 representatives for 5 hours and still had to sleep in the airport this flight ruined my whole birthday vacation this is the worst experience I have had in my 31 years of living. It was not my fault I didn't not board so you guys putting me on a flight was the least you could do and refunding my money would have been going the extra mile to make sure I stay as a customer but as I stated this is a big issue for me I work very hard and save up money to travel a company that doesn't value that wil nor have mr nor my family as customers 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: If a company is going to use a third party they need to have a way to gain the information required to contact the customer.  All information was given to the third party and was available to Frontier.  We used the same Third Party to book our return flight in which was changed and that airline had no trouble getting the information regarding the change to us.  Additionally, Frontier could have contacted the third party and they could have relayed the information as well.  Giving us a voucher that is only good for 90 days is hardly any consolation as we do not fly but once every few years and will not be able to use them.  And it does not negate the fact we had to spend an additional 1000 to book a last minute flight when we could have done it in June when the change was made.  They did not attempt to contact at all and that is not OK.  Giving an answer of book direct with us next time is hardly the response a company that wants our business should give.  We were told that they would have let us come to the airport and find out our reservation had been changed.  We had reservations for that day that could not be cancelled and we nearly lost money not only on the last minute flight but on the room as well. 
Sincerely,
[redacted]

The company is...

not working toward solving the issue. Basically, Frontier Airlines is continuously giving my husband and I the run around instead of working to resolve the issue. When we flew with them back in August we checked in a total of 9 bags and when we landed at our destination only 4 bags were there. We proceed to the customer service desk and the representative made a claim for our missing bags. After leaving Denver International Airport and driving 1.5 hours back to our home we received a call from a frontier rep at Denver Airport and she told us our bags had been located at that they were left behind in Cincinnati at the airport (our departure city). We were then told that the bags would fly out and be delivered to our home in the morning. That did happen as promised. Once we got our bags we began to unpack and put things away and we noticed some items were missing. We got the run around from several Frontier Reps for about a little over 2-3weeks before they actually took the time and filed the missing items claim. After the claim was finally filed, and all the proof of purchase receipts and other documentations that were asked for were given,  it has still been hard to get this process finished. Even after providing all the "proof" frontier reps have asked for, they offer my husband and I exremly less than what are items were worth, not even half. I am just ready to get this situation resolved and to be compinsated for my belongings that were taken/missing.
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 sincere apologies for the unsatisfactory service that you...

experienced during check-in at our Denver station on September 1. We understand your concern and appreciate receiving your comments. It is through customer feedback such as yours, that we are able to continually improve the quality of our service.

Frontier Airlines recommends customers arrive at least two hours or more prior to departure time. Because of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of 45 minutes prior to the scheduled flight departure for domestic flights, and 60 minutes for international flights. Passengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees.
The kiosk is programmed to stop checking in at the 45 minute cut off and give a message: "Your flight is boarding soon. Please proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the 45 minute cut off. You must have your boarding pass in hand at the 45 minute cut off. We advise this while making your reservation as well as in your emailed receipt. We understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure.
In your complaint you said you "you arrived roughly 7:15 a.m. (although the kiosk time stamp shows 7:29 am, which is 26 minutes before departure) and had a flight leaving for Los Angeles at 7:55 a.m. I was definitely running a bit behind due to heavy traffic, but still arrived with plenty of time to get to my gate especially since I had no checked bags, or carry-ons." You didn't have any bags to check in, as a customer service gesture the agent printed a boarding pass because you didn't have bags and your friends had bags to check in, in which we have to stand by the 45 minute cut off.
Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have caused. We are disappointed that you may not be satisfied with our resolution in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. However, in fairness to all customers, it is important for us to be consistent when it comes to following the policy and guidelines of our 45 minute cut off time.
Thank you for taking the time to write. We look forward to welcoming you onboard many future Frontier Airlines flights.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After I stated that I, a Caucasian woman, was given a boarding pass [redacted] no problem and that my travel companions, both Hispanic, were denied theirs despite arriving at the same time as me, Frontier responded that I was given mine because I didn't have any checked bags or carry ons and that my companions were denied their boarding passes [redacted] "they had carry ons." Which they did not. Frontier did not seem the least bit bothered by the fact that my boarding pass [redacted] torn up in front of my face or that their agents are mistreating customers due to skin color. This is a horrible business and I will make sure that everyone I know, knows to fly with another provider.
Final Business Response /* (4000, 10, 2015/10/11) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com.
Our airline is a divers airline, we have many nationalities who work Frontier Airlines as well as travel with Frontier Airlines. Passengers who arrive late has nothing to do with color of their skin.
As I mentioned in my previous email the kiosk time stamp shows 7:29 am, which is 26 minutes before departure) and had a flight leaving for Los Angeles at 7:55 a.m. you stated you didn't have no bags or carry-ons, as a customer service gesture the agent printed a boarding pass because you didn't have bags. Our records indicate your friends had bags to check in, this is why they were not given boarding passes.
We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

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.

We regret to hear you experienced difficulties while attempting to use our website....

We understand how frustrating this must have been and apologize for any inconvenience you encountered.

You mentioned in your complaint you immediately contacted us for a refund and our records indicate yo mad the reservation on August 12 and then contacted us August 16 to set up a refund. You were then advised you didn't purchase "The Works" and were advised you had a credit but were unable to refund your ticket. You contacted Frontier again on 12/9 and requested a refund and you were advised again it was non refundable and was advised your credit was valid for 90 day (until 11/27). Our tickets have not been valid for a year since June.

I understand your frustration with having to forfeit your ticket which is no longer in our system. The value of your tickets were $173.00 per person, any changes made to an economy ticket is a $99 change fee plus any current fare difference. As a customer service gesture I have issued you and Dawn vouchers in the amount of $123.00, ($173.00 value minus 1/2 the change fee $50).

As a gesture of apology, we have issued voucher number [redacted] ([redacted]) and [redacted] the amount of $123.00 which can be applied to your next online booking at www.flyfrontier.com

This voucher must be redeemed by January 17,2016, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.

Regards,

[redacted]
Customer Relations
Frontier 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.

12/28/2016 12:46 PM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesI understand you're flying with us because you have somewhere to be. That's a reasonable expectation! I'm sorry to hear about...

the cancellation of your flight. I can understand how frustrating that can be.We Hear YouI understand this was a frustrating inconvenience and I can only assure you these are not the standards we strive to maintain. Please be assured that your experience has been forwarded to the Leadership Team responsible. It is feedback such as yours that enables us to make changes to our product, and better serve our passengers.We Care About YouIt's important for us to keep good relationships with customers like you. In an effort to prove we can do better, you were issued a to use as a discount on a future Frontier flight. A voucher was issued to all passenger on this flight in the amount of $200.00. [redacted] Expires: March 22. 2017 We have also refunded your flight back to the original form of payment. The refund was issue on December 28, 2016 back to the Visa we have on file ending in $117.10. We will consider a reimbursement for your car rental. You will need to send all your receipts for your car rental. 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!Kindly,
[redacted] Customer ServiceFrontier Airlines

Complaint: [redacted]
I am rejecting this response because:Frontier Airlines did receive receipts for items and clothing that was purchased due to the missing suitcase. Stating that receipts were not supplied is a misstatement of facts. I have attached several of the files that I submitted regarding the proof of purchase. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/08) */
[redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
My records indicate that you filed your initial complaint with Frontier Airlines by letter....

Your letter was responded to on 5/22/15 by our agent [redacted]. She advised in her response that Frontier Airlines was unable to cover travel related expenses due to a schedule change.
I'm very sorry for any inconvenience our schedule change has caused you. Although schedule adjustments are a necessary part of air travel, please know that these decisions are not made lightly.
Flight schedules can be very tough to manage due to frequent changes in costs and market demand. We have a team of specialists who continually monitor our entire system and make adjustments only after careful review of market viability. While we always strive to maintain schedule consistency, there are situations where changes are necessary despite our best efforts.
We notify passengers with-in 48 hours of a schedule change occurring. We attempt to give as much advanced notice as possible to allow passengers to make alternate arrangements if needed. My records indicate that the booking agency was notified of the schedule change on 2/1/15. We don't provide compensation for schedule changes, as you are always entitled to receive a refund if a schedule change occurs on your reservation and you choose not to accept the change.
You have contacted Frontier Airlines on several occasions and spoken with several supervisors. Each time you have been advised that neither a refund, nor reimbursement will be issued. We do understand that you are not happy with our position on the matter. However, we will continue to be consistent with or policy to be fair to all passengers.
Please be assured we do listen to everything our customers tell us. I have logged your comments for review by our management team. We hope to have the opportunity to restore your confidence in our service on a future flight.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Keisha with Frontier Airlines states I was offered a refund for our flight when I was originally advised of the scheduled flight change. When I called in and spoke to a Frontier representative regarding the schedule change prior to the flight, I was advised I was unable to receive a full refund and was offered a fax number and reservation number to submit my hotel expenses for reimbursement.
The claim by [redacted] that I was advised by "several supervisors" neither a refund nor reimbursement would be issued is false. I was advised by Frontier representatives to call other departments at specific times of the day to discuss my issue. I was also advised to fax my information (which I did and can show Frontier received).
[redacted] was the last representative I spoke with and when she advised I would not be compensated for a change made by the airline without my permission and without the option to be refunded, I stopped calling Frontier and filed a complaint with Revdex.com.
Final Business Response /* (4000, 9, 2015/06/18) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
I apologize your travel plans were interrupted due to our schedule change. When we have to change a flight, please know it is because we have exhausted every other option, and that this decision was made as a last resort. When our Marketing Department makes the decision to adjust service to a particular station, please know it is a well thought out, but often difficult choice to make. Flight schedules can be very challenging and adjustments are done after careful review of market viability.
If a customer finds our schedule change unacceptable they have the option of an alternate Frontier Airlines flight or a full refund of the unused ticket portions. Frontier does not reimburse for travel incidentals, provide compensation or refund tickets that have been used in a schedule change situation.
While our reservation agents cannot authorize reimbursement they will often recommend customers to mail or fax in receipts for review. I'm sorry if our representative(s) lead you to believe reimbursement would be provided without being reviewed by our Customer Relations department.
In researching, we found documentation by multiple representatives indicating you did inquire about reimbursement for the hotel however, there was not an authorization to provide reimbursement. I'm sorry for any misinformation or confusion regarding reimbursement of your extra night hotel stay.
While we regret you experienced a change in schedule, Frontier is not liable for failure to operate any flight, failure to operate a flight according to its schedule, or for changing the schedule or type of equipment used on any flight, with or without notice to the passenger. We act in good faith by alerting our customers to any changes in schedule so they have the opportunity to accept the changes or accept a refund.
Please visit our webstie at Flyfrontier.com under our Contract of Carriage regarding Schedule Changes. When a passenger's itinerary is changed because of a modification in Frontier's schedule, arrangements will be made to:
1) Transport the passenger over its own route system to the destination; or
2) In the event the schedule modification is significant, at Frontier's discretion, it may refund the cost of the unused portion of the ticket.
We are unable to honor your request for reimbursement of the extra night hotel stay. We understand that this may not be the answer you expected, and we are sorry to disappoint you.
Sincerely,
[redacted]
Customer Relations
Frontier Airlines

Initial Business Response /* (1000, 4, 2015/07/06) */
Dear Ms. [redacted],
Frontier Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concerns.

Frontier would like to offer our sincere apology with the difficulty in receiving...

assistance with reporting and locating your delayed bag. We have filed a formal complaint on your behalf with the customer service management team.

Please accept our sincere apology for the delay of your checked baggage when you traveled with us on June 13th, 2015, from Philadelphia, PA to Miami, FL.

In spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely manner. We would certainly like to apologize for the 2 1/2 day bag delay.

As a customer service gesture, we have requested a refund of the bag fees paid which will be credited back to the original form of payment. Please allow 7 days for processing.

We have contacted the Miami management team in regards to the reimbursement of your interim expenses. They have confirmed that the interim expenses have been reviewed and a check was issued. The check number is XXXXXX and was sent on Wednesday, June 24, 2015.
As a customer service gesture, we have provided a $25.00 travel voucher for [redacted], [redacted] and [redacted] which provides a discount on a future Frontier flight.

To redeem the vouchers, 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 for [redacted] XXXXXXXXXXXXXXXXX for [redacted], XXXXXXXXXXXXXXXXX for [redacted] and XXXXXXXXXXXXXXXXX for [redacted]
These vouches must be redeemed by 09/22/2015, 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.
[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.
Sincerely,
[redacted]
Central Baggage Supervisor
[redacted]@flyfrontier.com
CRSXXXXXXB
Initial Consumer Rebuttal /* (3000, 6, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like a refund of my monies paid for the flights to Miami. My family and I saved for over a year in order to go on this trip only to have it ruined. We spent our only 3 days of vacation shopping for belongings and having to rent a car to be able to shop for the belongings. We did not intend on renting a vehicle but taxi's would have cost a lot more. All of our vacation money was spent buying clothes and necessities for a family of 4. Furthermore I can't get anyone in Miami to answer the phone. It's been 2 weeks and I have NOT received the check. I am beyond disgusted with this airline. When you call everyone transfers you around instead of getting to the root of the issue.
Final Consumer Response /* (4200, 10, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is nothing offered not a resolution. I was offered $25 voucher per person for my suffering and losing my whole vacation of 3 days. I had to spend a lot of it buying essential items. At this point I would take a half refund. I did not enjoy my vacation due to Frontiers careless actions. I finally received my check for my luggage 2 weeks later than promised but certain things were covered such as a pool float that was in my luggage and sun block( I have small children and that is a necessity in Miami of all places.
Final Business Response /* (4000, 12, 2015/08/10) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Used tickets are not eligible for refunds even in cases of an inconvenient baggage delay. Regrettably, we will not be able to honor your request for a partial refund of your fare.
If we can be of further assistance, please don't hesitate to call our Central Baggage team at: XXX-XXX-XXXX Monday-Friday 7:00am-4:00pm Mountain time.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Response Email   03/01/2018 02:09 PMDear Ms. XXXXXXX  We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for reaching out to us regarding the actions of our flight attendants you witnessed when traveling from...

Los Angeles to Orlando February 19, 2018.Frontier has zero tolerance for discrimination in any form, indeed we strive to create an atmosphere of mutual respect among employees and our guests. We have a well deserved reputation of delivering a consistently high level of service to our customers. I'm very sorry if this was not your experience. Please know that passengers seated in the exit row must comply with flight attendant instructions. Verbal acknowledgment must be given in order to remain seated in the exit row.Based on the information provided, we don't feel the described behavior was based on discrimination or prejudice, however, we do take any claim of this nature very seriously. Your comments have been made available to our Inflight management team for internal review and training.Thank you for bringing this to our immediate attention.Kind regards, Customer Relations Advocate Frontier Airlines

Initial Business Response /* (1000, 9, 2015/07/02) */
June 30, 2015
[redacted] XXXXX-XXXX
Dear Ms. [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 you and your travel companions experienced on your return to New York. We recommend passengers [redacted] 2 hours prior to departure as we do have a strict 45 minute cut off policy. If you do not have your boarding pass ** hand and bags checked by this time you will need to be accommodated to a later Frontier flight with any applicable fees. Once it is the cut off time agents and kiosks are unable to check in passengers [redacted] if it is only 2 minutes late as you say you were. We do not hold flights for passengers [redacted] may contact and advise us they are on their way.
When checking availability for the next flight it is possible that only one seat was available on the Tuesday flight, since there were 3 of you traveling the next flight with 3 open seats was Wednesday.
We do remain consistent with our 45 minute check in cut off. Once checked in and onboard it may be decided that a flight can hold for connecting passengers. These are passengers [redacted] are already checked in and in route from another Frontier flight.
Respectfully, we would not reimburse for other airline expenses for late check in. The unused return flight is left open for you to rebook one year from the March 31, 2015 date of issue. At the time of rebooking you will be charged the change fee and any applicable fare difference. The fare purchased in a non-refundable fare.
Sincerely,
[redacted]
Customer Relations Specialist
XXXXXXXXXA
Initial Consumer Rebuttal /* (3000, 11, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
See my response to Frontier Airlines dated, July 16, 2015. A copy of this letter is also sent to the [redacted] I am so very disappointed with the behavior of Frontier Airlines as well as their inconsistent policies and though Frontier Airlines has stated in their letter that the return flight portion is still open, it still does not satisfy as to the events of this unfortunate situation caused by the agents of Frontier Airlines in Miami, Florida. I hope that the Revdex.com/Denver will keep a file on Frontier Airlines for future issues similar to this.
Final Business Response /* (4000, 13, 2015/08/04) */
July 28, 2015
[redacted] XXXXX-XXXX
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.

Mr. [redacted] respectfully requests Customer Relations responds to correspondence on his behalf.

I understand your concern with your flight having waited for a connecting passenger ** the outbound flight. Waiting for passengers [redacted] are already checked in and coming from a connecting flight is possible because they have already met the check in requirement.

The 45 minute prior to departure check in and bags dropped rule applies to every flight, every day. The rule applies to all passengers. Agents assist on a first come first serve basis so if you arrive 2 minutes prior to cut-off and agents are assisting another passenger [redacted] flight may be missed. This is why we recommend a 2 hour prior arrival time.

I have provided each of you with a voucher for the value of your unused fare. This can be used on our website and may be easier for you than applying the credit. The amount is $55.00 which is the $129.00 fare less the $75.00 change fee. 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]

Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
XXXXXXXXXA

A few more things to know about the voucher:
It's not redeemable for cash.
It's valid until March 31, 2016 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.

08/31/2016 04:22 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 that you were not seated in the seat you paid for. Your description of this incident is concerning and I can...

only assure you this is not the type of service we strive to provide. I'm sorry that happened to you. Customer Service is *eyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than that. Nevertheless, I am grateful you brought this to our attention, so we can ta*e appropriate measures to ensure your experience is not repeated.  We Care About YouIt is important for us to *eep good relationships with customers li*e you. In an effort to ma*e things right I have reversed the charge for your seat and put $30 bac* on your Master Card ending in [redacted]. Come Bac* SoonI apologize again and 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, 
[redacted]Frontier Airlines

08/12/2016 04:56 PM Hi [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I'm sorry for the difficulty receiving your magazines. I do see that the miles have been deducted from your account in June and...

I'm following up with our EarlyReturns department.   I will contact you as soon as I have additional information for you. Thanks for your patience.   Sincerely,  
[redacted] Customer Relations Specialist Frontier Airlines

05/09/2017 08:52 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for letting me know about our agent giving you the wrong information about the way insurance works on a reservation. I am very...

sorry this happened to you.   Our Tickets Our economy tickets are non-refundable, unless you purchase our bundle "The Works." The travel insurance we offer on our website is from a third party company and can be useful when your trip is disrupted due to weather or other issues.   What I Have Done To make things right for the incorrect information you received I have refunded your entire fare plus the amount of your insurance as a travel voucher good for future flights. Your $54.05 voucher (#[redacted]) expires on 8/9/17, 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.   This gives you the same refund as our "Works" bundle does.Come Back SoonI recognize this does not change the time lost and inconvenience, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one!Regards,[redacted]
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