Frontier Airlines, Inc.

01/13/08:AM Dear ***,Thank you for providing the receipts. I have authorized reimbursement of the car rental and gas in the amount of $271.77. Please allow to weeks for the check to be issued and mailed to the address you provided. It may arrive
sooner than that. With kind regards,*** ***Frontier Airlines

Initial Business Response /* *** ** *** */
Dear Mr***,
Frontier Airlines is in receipt of your Revdex.com complaint, 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 bagWe 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 8th, 2015, from Houston, TX to Denver, CO to Santa *** CA
We understand that your flight from Houston to Denver was delayed and you misconnected in Denver with your flight to Santa AnaYou chose to fly from Denver, CO to Los Angeles, CA and therefore, voluntarily separated with your baggage
The policy in the case of a delayed flight resulting in a misconnection with a connecting flight, is to rebook the passenger ** the next available flight to the destination cityIf the passenger *** not want to wait for the next available flight and opts to take a flight to another city, then it is the responsibility of the passenger ** retrieve the baggage from the original destination cityYour bag was sent to Santa Ana on the next available flight, which was the next day, June 9, When this happens, there is no compensation for interim items or for missed or unused tickets for events
We are providing as a customer service gesture a $travel voucher which expires in months
To redeem your voucher, visit www.flyfrontier.com and go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: XXXXXXXXXXXXXXXXX
This voucher must be redeemed by 01/23/2016, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows
***
Electronic Vouchers:
A few more things to know about the voucher:
It's not redeemable for cash
It's valid for 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 issuedThe 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
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again
Sincerely,
***
Central Baggage Supervisor
***@flyfrontier.com
CRS XXXXXXB

02/19/05:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe're committed to providing our guests a better travel experience and are sorry we did not provide the level of service necessary to fulfill
that commitmentI apologize for any miscommunication, inconsistency and unprofessional customer service that may have occurredAll passengers may board with one free personal item to go underneath the seat in front of them( think purse, lap top bag, small back), not to exceed 8" height x 14" width x 18" lengthFrontier does charge a fee for use of the overhead bin space.http://content.flyfrontier.com/travel-information/baggage/ Your comments will be shared with the Denver Station manager regarding the bag inconsistency and the New Orleans Station manager regarding the poor customer service with seatingManagers are asked to review all feedback and use it for training purposes, to implement product and service enhancements, or take corrective actionAll communications, both verbal and written, between Frontier Management and our employees are necessarily proprietaryYour request for refund or reimbursement of the flight home has been denied as Frontier does not give refunds or reimbursements on flights that have been takenYour records indicate you did take the flightThe refund of bag fees also have been denied as the fee was correct and bag fees are non-refundableAs a gesture of apology for the poor customer service and inconsistency with the bag fee I have issued you and Tammi each a $electronic travel voucherTo redeem your voucher, visit www.flyfrontier.com and go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: 18***200001(***), 18***500001(Tammi)The vouchers must be redeemed by August 23, 2016, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows.I regret your reluctance to fly with Frontier Airlines again, and hope for the opportunity to restore your confidence in our services.Kindly,***Frontier AirlinesCustomer Relations

Initial Business Response /* (1000, 5, 2015/09/03) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We don't have any record of a written complaint from you since January of this year
Passengers who call in complaints are assisted by specialized members of our Reservations departmentIf they are not able to resolve the situation they will escalate it to Customer RelationsCustomer Relations will reach out to passengers within a few days
Since we have no record of your complaint, please let us know what your issue is so that we can properly assist youWe look forward to hearing from you
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is absolutely not trueI have complained numerous timesI have called into customer service and they have assured me the complaints have been submitted to customer relationsI also submitted a "formal" complaint after speaking to a supervisorEven reading this response is frustratingHow is it that every other employee when I call in knows exactly what is going on EXCEPT the person dealing with my Revdex.com complaintMy reservation number was *** Maybe asking for that upfront would allow you and others to properly address my concerns/complaints rather than just adding stress to me in this situation by stating "there is no record of my complaint"I have spent hours upon hours dealing with a Frontiers customer service by phoneI seriously have wasted around hours just from trying to address my concerns over the phone between holding and explaining to CSRThis is probably the most unprofessional response to any situation I have ever been inI hope that you take this situation and teach others how to properly address your customers concerns and the first thing you should do is ask for reservation numbers/confirmation numbersAgain, I would like you to look up my reservation number and properly address my concerns
Final Business Response /* (4000, 9, 2015/09/15) */
Dear ***,
We're committed to providing our guests a better travel experience and are sorry we did not provide the level of service necessary to fulfill that commitmentWe sincerely apologize for the lack of service when your family flew with us recently regarding the service dog you have and the seat assignments that should have been provided
Upon the review of your reservation, your seat should have been assigned in the begin when you requested itIf you ever need special services added to the record in the future please do not hesitate to write into ***
Along with our sincere apologies, we have issued electronic vouchers in the amount of $for each family member, which provides a discount on your next Frontier Airlines flightTo redeem your vouchers, visit www.flyfrontier.com and go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher numbers: *** - XXXXXXXXXXXXXXXXX, *** - XXXXXXXXXXXXXXXXX, *** - XXXXXXXXXXXXXXXXXThese vouchers must be redeemed by March 11, 2016, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows
While we recognize this does not change the time and inconvenience lost, we hope to regain your confidence again on a new flight
Once again, thank you for your feedback, time, and understandingAs Frontier employees, we care about our customers and want you to choose our airline with confidenceWe're continually seeking and implementing ways to improve our service, and your feedback helps us continue this processPlease do not hesitate to respond if you have any other concerns or questions
Kindly,
***
Frontier Airlines
Customer Relations Lead
***
Electronic Vouchers:
A few more things to know about the voucher:
It's not redeemable for cash
It's valid for months 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 to whom it was issuedThe 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
Final Consumer Response /* (2000, 11, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
You have been fantastic ***!!!! Thank you for taking time out to speak with me and addressing my concerns

Initial Business Response /* (1000, 4, 2015/07/06) */
Dear Ms***,
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 misunderstanding with the carbag feeThe
Economy fare purchased has a fee to cara bagYou are allowed a free personal item not to exceed X X Any bag larger or in addition to your personal item would be charge the feeInformation regarding the carfee is provided when booking directWhen booking with a 3rd party such as Expedia as you did there is typically a link provided to the carrier you are considering booking withYou are also advised to check with the carrier for and additional baggage feesInformation on our bag fees can be found on our website and is prompted with online check inWe do remain consistent with our policies to be fair to all our passengers
We look forward to the opportunity to serve you again aboard Frontier Airlines
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 6, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First it was a check baggage charge and now it is carry on charge - *** cannot even get the lies straightThe item in question was my only item, therefore a personal item and easily would have fit under the seat or in the overheadI was extorted to pay $** of be denied passage ** plane
apparently *** uses this bait and switch method often, selling a slightly lower are and then extorting a baggage check or carry on feeNo different than what the *** calls "protection money"
I will not be satisfied until I am refunded the $** they stole from me!!
Final Business Response /* (4000, 17, 2015/08/24) */
Dear *** ***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to address your additional concerns
Our apologies for any misunderstanding on our partWe thought that you were insinuating you didn't need to pay to carry on the bag on your outbound trip from *** to *** If that were the case, our *** station would have made the error in not charging you for a bag that did not meet our dimensions for a personal item
While it appears there may have been errors made pertaining to our carpolicy on previous flights, please keep in mind they were in your favor
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 19, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
MOre of their none answer answers - each time they write they change the responses but never actually deal with the issue I complained aboutThey continue to ignore the issue of their fraudulent conduct of threatening to keep me off the plane if I did not pay $for a bag that they wrongly claim would not fit under seatWill not be happy until I get the $they stole from me

09/12/04:PM Dear *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI have researched your situation and found that 40,miles have been deposited into your Early Returns account as of September 3,
This amount would cover a round trip booking for one passenger in your reservation for flights Cleveland to Las Vegas September 15-To be able to use the miles, we could rebook your ticket using 40,miles, you would be responsible for paying applicable taxes. The other passenger would still be able to use the ticket that was purchasedYour purchased ticket would be refunded to you Please let us know if this is something that you would like to do at this pointSeats are showing available to use Early Returns miles for the flights you have booked at this time, but could sell out Regards, *** Frontier Airlines Customer Relations

08/26/08:AM Dear *** ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI understand your disappointment with inaccurate information an agent provided to youI'm sorry about how that affected your
decision to wait for our delayed flight and not make alternate travel plans Apologies I'm disappointed to hear about your experience when you called back to request a refund for the fare you used for completed travel with usWhile our agents were unable to accommodate your request for a refund, we expect them to remain professional and apologize that wasn't your experience. We Can Do Better! We have made your comments available to our Customer Service management team for training purposesYour comments and those from other passengers help us to identify areas that need to be improved and we're grateful for your feedback Our Regrets While we're able to refund the unused portion of a passenger's fare when we incur excessive flight delays, we aren't able to do so when our passenger uses their fare to travel with us Under our Section Limitations of Liability, Paragraph A Consequential Damages of our Contract of Carriage - The purchase of a ticket does not guarantee transportationFrontier is not liable for any indirect, special or consequential damages resulting from the performance of transportation, delay in performance or failure to provide transportation of passengers and other incidental services whether or not there was prior knowledge that such damages might be incurredThe absolute limit of Frontier’s liability for failing to provide transportation will be a refund of the amount paid for the corresponding ticket Your request for a refund of your fare for travel between Phoenix and Atlanta has been reviewed and is deniedWhile we're disappointed that you weren't able to enjoy the use of your hotel reservation at your destination, we are unable to assume liability for missed events We Value Your Business Thank you for choosing to fly with usWe hope to have an opportunity to welcome you on board again and will work to make sure your next experience is a better one Kindly, *** Customer Relations Frontier Airlines

02/26/08:AM Dear Ms***,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.We apologize for the delay of your bag when you traveled with Frontier on the 21st of February, 2016.We have located your bag with
another airline and have requested that your bag be shipped to you at the verified address of *** *** *** *** *** ** ***This bag is being shipped to your via *** ** and is scheduled to be delivered on Monday, February 29th, The delivery does require a signature for the bagThe tracking code for the bag is *** *** ***.We have requested the $bag fee be refunded to the original form of payment, which is a credit card ending in ***Please allow days for processing.Along with our sincere apologies, we have issued an electronic voucher in the amount of $100.00, which provides a discount on your next Frontier Airlines flight. To redeem your electronic voucher, visit www.FlyFrontier.com and book your flightOn the “Purchase” page, select “Voucher”, then enter the following voucher number: ***This voucher must be redeemed by 28th of August, 2016, but travel may be booked out as far as Frontier's schedule allows. ***Terms and Conditions for Electronic Travel Certificates:-The passenger is responsible for payment of any difference between the value of the certificate and the value of the ticket.-Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased. -Valid for months from the date of issue and may not be extended.-Nontransferable; may only be redeemed in the name of the passenger to whom it was issued.The Certificate cannot be: -Applied toward the purchase of Travel Insurance or STRETCH seating.-Applied toward baggage fees, change fees, or other charges. -Combined with any other voucher, promotion, or discount. -Used with group travel -Redeemed for cashOther conditions may apply.If you have any questions please call Frontier Reservations at ###-###-####.If you have any additional questions about your complaint, please contact me at ###-###-####, Monday through Friday, between am and pm (Mountain Time).Frontier Airlines appreciates your business and apologizes for the inconvenience of your baggage delayWe hope to serve you again on a future Frontier Airlines flight, under more pleasant circumstances. Sincerely,
*** ***Central Baggage SupervisorFrontier Airlines

02/27/06:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond SchedulesI know changes to your plans can be frustrating, and although schedule changes are an industry practice, here at Frontier
Airlines we make every effort to minimize these changesOften times, these updates are necessary for operational purposes, and at times, even reduce costs Refund Denied Regrettably, your request to have your flight cancelled, rebooked with the WORKS bundle added to it has been denied A full refund in the amount of $has been processed and the refund will go back to the credit card ending ***This can take up to business days to see as a credit In addition as a customer service gesture I have issued each passenger a $25 electronic travel voucher to use towards future travelYour voucher expires on August 29, 2017, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below.Come Back SoonI recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again.***
*** *** ***Frontier Airlines

Response Email 04/18/08:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Safety is our PriorityI understand you're flying with us because you have somewhere to beThat's a
reasonable expectation! Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed due to this reasonPlease accept my apology for the unexpected interruptionIt's never our intent to disappoint our passengers We Want to Win You Back!Please know that we do value you as a customerIn an effort to make things right, each member of your party was issued Frontier vouchers in the amount of $each to use towards future Frontier travelYour vouchers expire on 10/14/but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption details *** XXXXX: XXXXXXXXXXXXXXXXXX *** XXXXXXX: XXXXXXXXXXXXXXXXXXX Your reservation is not eligible for a refund as you completed your travelHowever, could you please respond including your hotel receipt for review for reimbursementThe receipt must show date of purchase and proof of payment and must be itemizedWe Value Your BusinessThank you again for contacting us about your recent experienceI recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one.Regards,Customer Relations SpecialistFrontier Airlines

Complaint: ***
I am rejecting this response because: I disagree with the proposed resolution being appropriate
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Poor planning on your part should not incur financial, work and time related deficits on my partOne to two agents at a gate when you have a cancelled flight of over passengers is terribly insufficient staffing, assuming about minutes per passenger (in some cases it was a lot longer) this is 7.5h for the whole plane (which is about what it took)Then when I get to have my 'turn' I am not given a food voucher, you don't refund all of my costs (your check has still not arrived, and my credit card bill is due hence more fees). My first contact with you was on the 18th September, followed by another on the 19th then the 21st, 22nd etca response to an email on the 29th is more than days since the cancellationThis is truly representative of your customer 'service'.Of course I am dissatisfied with this, I am over $out of pocket and have spent more time and effort on something that shouldn't legally be allowedPerhaps, to be fair to all your customers, you should have better ability to re-book a person's trip than a two day delay and/or a full reimbursement should that be the best you can do
Sincerely,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
because no where on there website does it show for online baggageI will never fly frontier again and further more I will tell all my friends and post it on websites not to fly frontierYou can fly southwest and get carry on free and up to two bags on the plane for free as wellthis will go viralThanks anyways

Complaint: ***
Disappointed that Frontier has not changed their mind in supplying for days at the hotel after filing the complaint. Only one day compensation is being supplied and no voucher used for this flightAlso no other voucher supplied for their cancellation as stated by the corporate office. This airline did not hold up to their services nor treated their customers with honestyI can see why they have a rating and a C grade level thru Revdex.comWill be waiting for their partial payment.
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/07/15) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address you concerns
We recommend passengers *** hours before scheduled departure, as *** has a
strict minute checut offOnce a flight is closed, our agents are unable to reopen the flight to print passes ** check in baggageIf a flight is missed, passengers *** offered the next available *** flight with open seatsA fee is then collected based on ticket type, which is non-refundableOnce the flight is closed agents will go to the gate to assist with the flight departureInformation regarding the time you must have your bags dropped and boarding pass ** hand is provided with online check in
The *** fare purchased is a non refundable fareYou do have one year from the *** *** date of issue to rebook and at that time would be charged the change fee and fare differenceI have requested a refund of the bag fees paidRespectfully a refund of all expenses would not be provided
Your business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight
Kindly,
***
Customer Relations Specialist
*** Airlines

Response Email 04/02/08:AM Hello Nicole, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsLike I stated in my previous email, we have a strict minute cut-off policy where our computers shut down and our employees are no longer able to check passengers inThis is why we suggest that you arrive at the airport two hours prior to departure timeBecause you missed your flight, your reservation is not eligible for a refundI can issue you a credit for future Frontier travel Please let me know if this is something your interested in! Best, Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 5, 2015/05/19) */
***,
Thank you for contacting Frontier Airlines Customer RelationsWe have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
On behalf of Frontier
Airlines, please accept our sincere apologies for the inconvenience our flight disruption caused you and *** when you traveled with us on April 25, We are committed to providing our customers with a pleasant and enjoyable flight experience and we clearly fell short of this when you traveled with us
After further research our records indicate Frontier Airlines flight from Atlanta was delayed due to a previous weather delay on incoming flight from La GuardiaAs you know, severe weather can cause a great deal of challenges for our passengers and employees alikeWhile we strive to operate all flights as scheduled, sometimes an uncontrollable situation can occur
Our compensation is determined by the type and length of delayWe do not compensate passengers during weather-related delays, as weather is something that we are unable to controlThe length of a controllable delay must be over hours before compensation is provided
My records indicate you paid the listed bag fees at the time of $for each passenger to check a first bagOn your return flight on 5/1/15, you paid the same $per bag, but were also charged a $over weight feeThis fee was due to your bag being over the allotted weight limit allowed per passenger for each bagAll bags are placed on the scale in front of passengers, so that they may view the weight displayed on the scale at the time of check inWe sincerely apologize for the unprofessional behavior of the ticket counter agentAlthough this is our policy, this information should be relayed in a professional manner
Your continued support is very important to usTherefore, we hope this isolated incident does not prevent you from flying with us in the futureWe hope to have the privilege of serving your future travel needs
Sincerely,
***
Customer Relations Specialist
Frontier Airline
Initial Consumer Rebuttal /* (3000, 7, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** in your precious email, I saw nothing but excuses as to why the service fell short but no apology or offer to rectify the experience
As I previously stated, your delayed flight caused me to miss an appointment, which you didn't address
I also said that the same bag I paid $to check was charged $to check upon my return although there was nothing extra in it, another fact you failed to mention
Lastly, the delay was well over three hours and despite whether or not, it STILL happened and it still rained my experience with your airline
At this point, I will not fly Frontier again and if I have to what my experience on social media before it gets acknowledged, I will
I stand firmly behind my original request to be reimbursed and will do what needs to be done if that accommodation is not made
***
Sent from my iPhone
Final Business Response /* (4000, 13, 2015/06/15) */
Dear ***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
As mentioned in our previous emails from our Customer Relations Agent, Keisha, we will not be able to provide you with compensation for the uncontrollable delay that affected flight on April 24th, from Atlanta to MiamiRespectfully, Frontier Airlines is not liable to missed events when a flight is cancelled or delayed
In regards to the baggage fee that you were charged, I found that you were charged once for the checked bag initially and then charged an additional $for it being overweight at the ticket counterDue to this being a duplicate charge for the same bag, I have gone ahead and refunded the $you initially paid to have the bag checked before it was weighedPlease allow 7-business days for the credit to be placed back into your account
Once again, we would like to apologize for the unpleasant experience you had with usWe hope to have the opportunity to restore your confidence in our service onboard a future flight
Kindly,
***
Customer Relations Lead
Frontier Airlines
Final Consumer Response /* (4200, 15, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptable

Initial Business Response /* *** ** *** */
Dear Mr***,
We have your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
In reviewing your information it appears a reply was sent via email to you on June 22, 2015,
emails are answered in the order received and may take a couple of days to receive a response from our Customer Relations department
Please accept my apology for any misinformation when advising agents that *** would not be travelingThe fare purchased is the Economy fare and non refundable, you do however have one year from the date of issue to rebook with any applicable feesBecause his ticket has been marked used the ticket is not able to be used so I have issued a voucher for him for the amount of the credit he would haveThe amount is $which is the fare of $less the $change fee I have waived the $3rd party service fee as a customer service gestureTo redeem your electronic voucher, visit www.FlyFrontier.com and book your flightOn the "Purchase" page, select "Voucher", then enter the following voucher number:
XXXXXXXXXXXXXXXXX *** ***
This voucher must be redeemed by March 16, 2016, but your travel date may be as far out as Frontier's schedule allows
We look forward to welcoming you aboard a future Frontier Airlines flight
Kindly,
***
Customer Service
Frontier Airlines
***
Terms and Conditions for Electronic Travel Certificates:
-The passenger ** responsible for payment of any difference between the value of the certificate and the value of the ticket
-Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased
-Valid until March 16, and may not be extended
-Nontransferable; may only be redeemed in the name of the passenger ** whom it was issued
The Certificate cannot be:
-Applied toward the purchase of Travel Insurance -Used with group travel -Redeemed for cash
Other conditions may apply
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the latest efforts by Frontier but believe they fall shortMy issue is how their representatives handled the situationI was told initially that I would be given full credit for the leg out to San Diego (not fare minus fees) from Denver and to talk to the agent in San Diego for return part of the legI asked the agent in San Diego how to cancel the leg back and the response is that he doesn't handle that and I would need to talk to the agent back in Denver when I landSubsequently my son's flight was labeled "no show" and that seems to be the reason for not reimbursing that part of the legFurthermore the customer service rep that I talked to after the flight was very short with me and wouldn't escalate to a manager or someone that could make decision and was no help at all
My only mistakes in this situation I believe is that I trusted the agents and their advice and I did not get their names for referenceI am the CIO of a large organization and part of that involves a service desk and customer service representatives that is why I am so adamant that Frontier not only adequately train their staff but honor what their staff say to the customer - after all they represent the company
My wife tonight asked me about a flight to Oklahoma to visit family this month and incidentally it was on Frontier - I told her to book the next best "non-Frontier" flight as I do not like how I was treated and will not return until I feel I've been heard and that they respect their customer not some token gesture to get me off their backDon't get me wrong - the flight staff was superb and I enjoyed the service and the flight and as such I always compliment good service I just expect the same in return if the service is bad
Final Business Response /* *** ** *** */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
I apologize, in the previous response I did not understand that *** had a separate outbound flight as well that had been marked used to "no show" I have reviewed his reservation *** and do not see any documentation that anyone had contacted us as there is in reservation *** in which you were both travelingI have issued a new voucher for him in the amount of *** This is the *** for the return fight and the fare of the outbound flight of *** As a customer service gesture I waived the change fee and 3rd party fee for the outbound reservation, the seat fee has been refunded to the card ending in ***
The fare purchased is a non refundable fareWhen booking with *** the fare rules show on the *** your trip" page on the right in the *** *** highlighted Important Flight InformationWe regret any misunderstanding with his credit availableYou can also view our travel policies at http://content.flyfrontier.com/travel-information/travel-policies?_ga=1.XXXXXXXX...⇄ /> The new voucher number is XXXXXXXXXXXXXXXXX with an expiration date of *** ***
Thank you for you kind words regarding the flight crew and the service you received from them
Your business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight
Sincerely,
***
Customer Relations Specialist
*** Airlines
Final Consumer Response /* *** *** *** */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please advise on how to obtain the voucher (valid number, link, etc.)I appreciate your time and sincerity in resolving thisI recognize Frontier is a large organization and it takes time to work through situations and look forward to moving past this issueThanks again for the time and resolution

10/11/12:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI apologize for the delay We are showing you have a balance 41, miles in your account and are current It sounds
like you are having difficulty resetting your passwordPlease call reservations at *** and advise the agent you need assistance resetting your password.Kindly,***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/05/13) */
***
Thank you for contacting Frontier Airlines Customer RelationsWe have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I regret to hear that you were
delayed while retrieving food which caused you to arrive at the gate past our fifteen minute cut off
Please be advised that our Contract of Carriages states that all passengers must be at the gate no later than minutes prior to departure for flights operated by Frontier Airlines for boarding, or reservations are subject to cancellation and the seat will be reassignedFrontier is committed to on-time performance, and this provision allows us to ensure that all passengers are onboard for an on-time departure
At Frontier Airlines, decisions are most commonly made to depart our aircraft on-timeFrontier prides itself on on-time performance, and this is something that our passengers have come to expect from usFrontier operates well over flights each day and making sure that our schedule is properly maintained is dependent on the on-time departure and arrival of our aircraftHolding a flight is, of course, beneficial for the delayed passenger however, consequences to other passengers and flights can occur throughout the days operations
We strive to be a better and different airline by providing a great customer service experience, and appreciate receiving your comments so that we may have an opportunity to coach our employeesWe understand your frustration and have forwarded your comments to our Management team for internal follow up and reviewPlease know that the level of service you received is no more acceptable to us than it is to you
It appears that our representative assisted you with re booking, and you opted to take a flight from Dallas to Indianapolis on April 24, While we regret that you were unable to travel as scheduled, we are unable to provide a refund, reimbursement or compensation in this situation
Sincerely,
***
Customer Relations Specialist
Frontier Airlines