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 /* (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 /* *** ** *** */
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

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

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

Initial Business Response /* (1000, 5, 2015/06/30) */
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 inconvenience you experienced when your flight
from Seattle on March 23, was delayedPlease know, we take great care to operate a safe and on time airlineIt is never our intention to disappoint passengers
In the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are unavoidableThis 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 scheduleMy research indicates that the flight was delayed due to earlier weather in Chicago resulting in the need to schedule new crewBecause this was due to weather and not within our control compensation was not providedIf you choose not to travel due to the extended delay a refund could be requestedRespectfully a partial refund would not be provided
It is our goal to keep passengers *** during delays and are disappointed this was not the case with your delayI am sorry for any misinformation regarding any compensation being provided for your uncontrollable delayPlease be assured your comments have been made available to Seattle station management
We did receive your email incident number XXXXXX-XXXXXThis was responded to by customer relations agent Kevin on April 13, 2015, however it appears that the email address may be incorrect and therefore undeliverableThe email address is ***@gmail.com
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
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our impression from talking to customer service was that this was considered a "controllable delay", therefore we were promised compensationIt is very disappointing that we have now been informed that we won't receive anything, after being told that day as well as by other staff following that day, that we would receive an email with compensation
It seems unreasonable that small weather delay in Chicago (Chicago's airport that day showed an average hr delay), resulting in Frontier rescheduling crew is considered an "uncontrollable delay"Those representatives we spoke with must have considered it controllable based on the circumstances (since they told us we would receive compensation)I don't understand how Frontier could schedule crew so precisely that a small delay due to weather would result in such a long delay for our flight, and be considered "uncontrollable"I understand that delays happen to all airlines, and weather is outside of the airlines controlHowever, other flights to/from Chicago that I saw were not as drastically impactedCrew scheduling is within Frontier's control, and should be done in a way that accounts for at least small delays, especially considering that on average ~25% of all flights leaving Chicago are delayed
I understand Frontier views this as an "uncontrollable delay", but that is very disappointing since we were led to believe at the time that this was considered "controllable" and we therefore expected compensationBecause we were misled about the compensation for our delay, and Frontier is not willing to provide anything at this point, I will be hesitant to book any future flights with Frontier
Final Business Response /* (4000, 9, 2015/07/19) */
Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns,
I understand your concerns in regards to the earlier weather delayAll flight crews are limited in flying time and are required by the *** to have a certain amount of rest in between flights due to safety reasonsIf a crew is delayed for any reason, the time they are waiting still counts as hours workedWith weather delays, this can affect many crew members from one day to the next requiring them to rest between flightsOur number one priority is safety for our passengers *** crew and periodically our flights have to be delayed due to this reason
In reviewing the flight information no compensation was provided to any passenger ** the flight for the cancellationAgain I do apologize for any misunderstanding regarding the reason for the delayAs a customer service gesture, we have issued an electronic voucher in the amount of *** which can be applied towards your next *** Airlines flight
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:
*** *** ***
*** *** ***
This voucher must be redeemed by *** *** 2015, but you do not have to travel within this timeframeFuture travel may be booked out as far as *** schedule allows
We look forward to welcoming you aboard a future *** Airlines flight
Kindly,
***
Customer Service
*** Airlines
***
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

Initial Business Response /* (1000, 6, 2015/11/13) */
***,
At the request of the reservation department I have verified that this was a chartered flightYou indeed flew on a Frontier Airlines aircraft with a Frontier crew but as far as any information that was provided to the passengers
that would all be generated from the agency that you booked withIn this case that agency was Apple
I do understand that your frustration is directed at the agents that informed you to go the International terminal but you understand, the information they provided you is the exact information that is provided to them from the booking agency
All information as to what time a passenger should have been clearly made available to you from AppleThis is to include departure terminal and what time a passenger should show up to checked in for a flight, domestic or international
After a review of the circumstances respectfully, I will not honor any request for a refund or reimbursement of any amount
As a one tine gesture goodwill for all of the inconvenience and stress I will provide you with a $travel voucher, which can be use toward the purchase of a future Frontier flight
Your voucher can be redeemed one of two ways:
**To redeem your voucher you, 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
**Or by calling our Reservations Center at XXX-XXX-XXXX
Your travel voucher information is as follows:
Name: *** ***
Voucher number: XXXXXXXXXXXXXXXXX
Redeem by: 2/1/
Respectfully,
***
Customer Relations Specialist
Frontier Airlines
***
Terms and Conditions for Electronic Travel Vouchers:
-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
-Can only be used once; does not retain any residual value
The Voucher 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

Response Email 08/15/08:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for taking the time to talk to me about your experience with Frontier AirlinesI know you have
had some issue's since the beginning process of your reservation Please know that I am available today to work through everythingCall whenever it is convenient for you after your kids are off for their first day of school Kindly, Customer Relations Frontier Airlines

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

Response Email 02/25/05:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Schedules I understand you're flying with us because you have somewhere to be at a certain
timeThat's a reasonable expectation! I know changes to your plans can be frustratingSome updates are necessary for operational purposes, and can even reduce costsWe appreciate your cooperation as these changes will allow us to pass the savings on to our customers by continuing to offer the lowest fares in the industry What We Can Do I do see that through your previous conversations with our Reservations Department, $was refunded to the card ending in xxxx I also see that the rest of your reservation was originally paid for with Frontier travel vouchers, with each voucher in the amount of $In situations like this, when a flight is cancelled, we must return payment in the form that it was originally made, which would be vouchers in this caseI see that as a courtesy, new vouchers were issued in the same amount of $each This brings the total amount of money returned to you to the desired $507.20, as well as $vouchers each issued to both you and *** I have listed all of your voucher numbers and further voucher redemption information below for your reference *** *** ($198): xxxxxxxxxxxxxxxxx *** *** ($100): xxxxxxxxxxxxxxxxx *** *** ($100): xxxxxxxxxxxxxxxx *** *** ($198): xxxxxxxxxxxxxxx *** *** ($100): xxxxxxxxxxxxxxxx *** *** ($100): xxxxxxxxxxxxxxxx Come Back Soon I recognize that this does not change the time lost or the inconvenience which you experienced, but I do hope that this will be a satisfactory resolutionPlease let me know if you have any further questions or concerns regarding this issue Regards, Customer Relations Specialist 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 02/16/07:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond SchedulesI understand you're flying with us because you have somewhere to be at a certain timeThat's a
reasonable expectation! I 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 changesSome updates are necessary for operational purposes, and can even reduce costsWe appreciate your cooperation as these changes will allow us to pass the savings on to our customers by continuing to offer the lowest fares in the industry.We Care About YouI am glad to see that the members of the reservation XXXXXX have received vouchers for the schedule changeI am sorry that the members of the reservation XXXXXX had not yet been issued vouchersAs a gesture of apology for the schedule change you experienced, I have issued each member of this reservation a $100 voucher to use when booking a future Frontier flight ***: xxxxxxxxxxxxxxxxxxxx ***: xxxxxxxxxxxxxxxxxxxx *** Jr: xxxxxxxxxxxxxxxxxxxx ***: xxxxxxxxxxxxxxxxxxxx ***: xxxxxxxxxxxxxxxxxxxx ***: xxxxxxxxxxxxxxxxxxxx Your vouchers expire on May 15, 2018, 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 apologize again and highly encourage you to give us the chance to impress you on your next flightI'm confident your next experience with us will be a good one!Regards,Customer Relations SpecialistFrontier Airlines

07/09/03:PM Hello *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I have taken a look at your reservation and I see that you were given a Frontier credit in the amount of your entire reservation, baggage fees included, less the $cancellation feeYour credit is in the amount of $and must be used by October 1st, or the credit will be forfeited The refund policy is available on our website on the travel policiessection under travel information tabUnder the cancel a ticket section, it states that for customers that would like to cancel their reservation, their ticket will retain its value for days, and the value of the ticket may be applied toward the purchase of a future ticket subject to a change fee of $ To redeem your Frontier credit, go to our websiteand select the flights and dates that you would like to travel onOn the payments screen there is a long rectangular box that says "Have a Frontier credit?" After clicking that box, it will ask you to enter your confirmation number (***) and your email address to add the credit to your reservationYour credit may be used to pay for multiple reservations if it exceeds the amount of your new booking Thank you for choosing Frontier as your travel partner, we hope to see you on a future Frontier flight soon Sincerely, *** Customer Relations Frontier Airlines

Initial Business Response /* (1000, 6, 2015/10/20) */
Dear Mr***,
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-inWe understand your concern and appreciate receiving your commentsIt 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 timeBecause 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 minutes prior to the scheduled flight departure for domestic flights, and minutes for international flightsPassengers 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
Please understand flights can depart within minutes of schedule departure due to ATCDepartures and arrivals occur only when ATC has deemed that they can commence safelyATC (Air Traffic Control) 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 locatedAir traffic must be spaced out properly in order to maintain a safe distance between aircraftBecause 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
We advise to be at the gate minutes before departure"Please be at the gate and ready to board no later than minutes before departureminutes before departure you may lose your spots on the plane." Please visit our web site:
http://content.flyfrontier.com/manage-travel/online-che
Our records indicate a refund was set up as a customer service gesture
We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances
***
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 /* (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

Initial Business Response /* (1000, 5, 2015/06/30) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We recommend passengers arrive hours before scheduled departure, as Frontier has a
strict minute checut off and you must have your boarding pass in hand and bag checked by this timePassengers are assisted on a first come first serve basisOnce a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageKiosks will not print boarding passes after the minute cut off
If a flight is missed, passengers are offered the next available Frontier flight with open seatsA fee is then collected based on ticket type, which is non-refundableWe would not reimburse any additional travel related expenses for late check inThe rule applies to passengers who have met the check in requirements and have a delayed or cancelled flight
You do have the option of checking in online hours prior to departure and print your boarding pass at homeIf not checking a bag you can got to security and then gate avoiding the ticket counter
Your continued support is very important to usWe hope to have the privilege of serving your future travel needs under more pleasant circumstances
Kindly,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here's my thing: I was there by the minute cut-off time regardless of the circumstanceThat part isn't my concern, so what you're trying to do is bottleneck the situation and make a statement you give to everyone who makes a complaint
What upsets me more is that the lack of customer service is deplorable if you think you can get people on board a plane during high volume times on a weekend with one person at the kiosk who apparently doesn't know who to contact to figure out how much it costs for an unaccompanied minor to get on a planeIf it takes more than minutes to figure out and you see people are waiting in line, CALL FOR ASSISTANCE AT THE KIOSK!
I understand I can chein advance, but that doesn't change the fact that I had to check my bag in anyway since it didn't meet the measurement requirements to bring on the plane itself, so that whole part about checking in early is mute
If my continued support as you say is important to your company, then why was nothing handled properly and people were treated like we were late when we weren't?
It's terrible customer service to blame the customer, making statements in what the representative believed people arrived and give no sense of empathyEven with my situation I'm completely unsatisfied as a first-time flyer on your airlineI've already recommended to friends and family alike not to use your airline because the customer service and the way that the situation was handled was unsatisfactory
I even had to explain it to the person behind me in a calm and polite manner when all the representatives behind the kiosk - all 4- couldn't do thatAnd even though she was still upset by the fact, it was more understood that way than being behind a kiosk, giving the stonewall face and either having words go from one ear and out the other or making it seem like your company doesn't care about it's passengers
I work in an environment similar to situations like this and have worked with representatives to be empatheticYours don't have that in *** I will never fly your airline againPeriod
Oh, and the refund is more for that lack and lackluster customer service more than anything else, hence why I made a "laundry list" of sorts on it, giving the hint that your company needs to offer food vouchers, hotel vouchers, or something that doesn't have to be squeezed out of their finances to get themselves out of
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2015/07/13) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
I understand your frustration with not making your flightWhile agents were unable to print your boarding pass *** should be explained in a professional and courteous mannerI apologize this was not the case and be assured your comments have been made available for training purposesYou stated you arrived just in time to check your bag and get on the flightRespectfully passengers *** assisted on a first come first serve basis and therefore we do recommend the early arrival to avoid and unforeseen delays at check in or securityAll passengers *** have their boarding pass ** hand and bags dropped by the minute cutoff which is why we recommend arriving early
We do have additional agents working check in however as it gets closer to cutoff other agents will go to the gate to assist with the departing flight
The link has information regarding our check inhttp://content.flyfrontier.com/manage-travel/online-check-in?_ga=1.XXXXXXXX.XX...⇄ /> As a customer service gesture the $*** confirmed alternate flight fee you paid but did not use has been refundedThis will credit back to the card ending in *** within * business days
We hope to have the opportunity to restore your confidence in our service onboard a future flight
Sincerely,
***
Customer Relations Specialist
Frontier Airlines

09/27/07:AM Dear ***, We are in receipt of your complaint with the Revdex.com and appreciate the opportunity to address your concerns. First of all, please allow me to offer my condolences for the loss of your grandmother. I realize this is a
difficult time for you and your family When a passenger makes a change to their reservation, we have some flexibility in waiving the $change fee, particularly with a family emergency. However, no one is able to waive the fare difference, if there is one. Our records indicate that there was a $fare difference per person, which was added to the value of the tickets. The change fees for you and Stephen were waived. We are unable to refund the fare difference I have logged your comments and will forward them to management for internal purposes. We are grateful for your feedback and appreciate your taking time to contact Frontier With kind regards, *** Customer Relations Frontier Airlines

Initial Business Response /* (1000, 6, 2015/10/02) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Frontier Airlines recommends customers arrive at least two hours or more prior to
departure timeBecause 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 minutes prior to the scheduled flight departure for domestic flights, and minutes for international flightsPassengers 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 minute cut off and give a message: "Your flight is boarding soonPlease 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 minute cut offYou must have your boarding pass in hand at the minute cut offWe advise this while making your reservation as well as in your emailed receiptWe understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure
Our records indicate you attempted to check in at the kiosk over a dozen times starting at 5:am for a 6:am flight (minutes before departure)Our kiosk closes minutes before departure that is why it wouldn't check you in
On September our agent provided you and *** a $voucher, waiving the $change fee and letting you have the full value of your ticket as a customer service gesture
Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have causedWe are disappointed that you may not be satisfied with our resolution in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to be consistent when it comes to following the policy and guidelines of our minute cut off time
Thank you for taking the time to writeWe look forward to welcoming you onboard many future Frontier Airlines flights
Regards,
***
Customer Relations Specialist
Frontier Airlines