Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/08/17) */ Dear Mr [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 difficulty you've had regarding the miles you had that expiredEarlyReturns miles will expire after months of no activityI have had our EarlyReturns supervisor review your account and the miles have been reinstated and are available for you Thank you for your patienceYour business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondPlease be assured that Frontier would not put passengers at risk within the cabinAircraft cabins are pressurized; this is a process in which conditioned air is pumped into the cabin in order to create a safe and comfortable environment for passengersAdditionally, I would like to apologize that only two of the three lavatories were availableIt is not our intent to disappoint or inconvenience passengersAs a one time customer service gesture, I have upped your individual vouchers to $Your vouchers expire on April 12, and can be used toward any Frontier flightYou do not have to fly within this time frame, but travel does need to be booked prior to the expiration dateXxxx Xxxxx: XXXXXXXXXXXXXXXXXXXxxx Xxxxx: XXXXXXXXXXXXXXXXXXXxxx Xxxxx: XXXXXXXXXXXXXXXXXX Further redemption details are available belowI apologize again for your past experience, and I hope you will use the discount on your next flight with usI highly encourage you to give us the chance to impress you on your next adventureI'm confident your next flight will be a vast improvement! Regards, Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (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 I'm sorry your parents are unable to travel due to a business emergencyThe fare purchased is our Economy fare which is non refundableIf they are unable to travel the ticket is left open for them to rebook for one year from the June 10, date of issue with any applicable change fee and fare differenceThey do not have to travel by the expiration date just make a new reservationWe do offer the Classic Plus fare which is refundable We do remain consistent with our policies to be fair to all our passengers We look forward to the opportunity to serve your family aboard Frontier Airlines Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated in the original complaints, the passengers do not reside in the United StatesMost likely the credit that [redacted] Airline is offering to my parents will go wasted as they have no future trips planned back to America in the next 12months periodThe chance is pretty much the same as [redacted] - [redacted] Airlines [redacted] Specialist would go on a trip to South Korea in a year from todayThat is why I requested a refund instead of credit in the first placeSetting up your policies is important and I understand you need to be consistent wth them to practice your business plans, etc; HOWEVER, there needs to be some rooms for mediations for certain conditionsObviously change of plan is something my parents did not expect, and the solutions that [redacted] is offering to my parents are extremely poor decisions and inconsiderate!!!!!! They got already charged [redacted] as a cancellation fee - which is [redacted] of entire flight fare (not reasonable at all) Final Business Response / [redacted] (4000, 8, 2015/08/02) */ Dear MsLee, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Frontier acts in good faith by providing all travel related information including the restrictions of Economy fare purchases and fees associated with making changesThe Classic Plus fare available at the time of your purchase was the fully refundable fare offeredThis fare allows passengers [redacted] peace of mind that if their travel plans should change they have the option to cancel and refundWhen purchasing you make the decision as to what fare best suits your travel plansWhile we regret your parents may not be able to use the credit the choice of ticket purchased was made by youAs mentioned in the previous response we are consistent with our non refundable policy to be fair to those passengers who purchase refundable fares Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Response Email 02/20/12:PMHello [redacted] , Thank you for sharing your concerns regarding your diverted flightI appreciate the opportunity to help make the situation right for you Our Apologies I would like to apologize again for the experience you encountered on February 17, when your flight was diverted due to weather concernsWe regret that the communication between our staff and the passengers was not as expected Reimbursement I understand that due to the diversion of your plane, you had to rent a car to get to OrlandoI apologize again for the inconvenience and I am glad to have the chance to help in this situationIf you could send in your receipts for the car you rented, I would be happy to review them for considerationPlease send the receipts to this email and I will answer your request as soon as possible Thank you again for sharing your concerns, I look forward to hearing from you in the near future Regards,Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 4, 2015/06/25) */ Dear Mr***, 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 canceling your Classic Plus fare on our websiteThe fare is a fully refundable fare however there are additional steps needed to request a refund rather than use for future travelI understand your frustration and your comments have been made available to our web team for future consideration Thank you for your commentsWe're continually seeking and implementing ways to improve our service, and your feedback helps us continue this processWe value you as a customer and look forward to serving you aboard a future Frontier Airlines flight Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

09/20/04:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I am very sorry you disagree with our resolution to your situationWe close the ticket counters minutes before departure, and we make every attempt to communicate this to our customersOur web site has numerous reminders of this policy during booking and when checking in for a flight The response sent to you on 9/10/represents the final resolution for this concernWe are disappointed that you are not satisfied with our position 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 remain consistent Kind Regards, [redacted] Frontier Airlines

[redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond My research shows that on March 17, on our website your flight was (cancelled)This was not a result of anything Frontier didIt may have occurred while you were making changes to your As a resolution to the mistake I issued you a full refund in the amount of $ Regrettably, your request for a refund of the difference in the amount of $or a travel voucher equivalent to the $has been deniedThe cancellation was not a result of any changes Frontier made Frontier does not pay for compensatory expenses such as lost wages, other airline's tickets or missed events I sincerely hope we will have the opportunity to serve your future travel needs under more pleasant circumstances Kind regards, Customer Relations Specialist Frontier AirlinesTell us why here

Complaint: [redacted] I am rejecting this response because: I also lost my hotel reservation in Phoenix, due to a Gate Agent who was incapable of making an Executive decision! Also, I paid for two separate flightsReimbursing me for Frontier is great, although I had to pay for my flight to Phoenix on another airline, due to the gross negligence of Frontier's Airline employeeHow can you deduct a flight I paid for out of my pocket for the negligence of their airlines and basically say to the consumer " I will give you 10% of what you spent, but not the other 90%? I will not settle until I receive:$ [redacted] flight from San Antonio to Phoenix$Hotel (cancelled in Phoenix)$Meal (San Antonio)$Total Due [redacted] ***: Sincerely, [redacted] ***

Response Email 08/18/05:PM Hello ***, Thank you for reaching out to me regarding your experience on July 27th flying from [redacted] to [redacted] ***I'm so sorry to hear that you received such rude service while trying to resolve this issue, and that you found damage to your stroller upon pick up Customer Service is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatYour description of staff ignoring you and escalating the situation each time you spoke to them is unacceptable to usNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeatedI have contacted the Regional manager who oversees staffing and management at the [redacted] station to have this situation evaluated Safety is our Priority I was extremely concerned to hear that a loaner that we have been giving to our passengers is a recalled model, I have sent an email to all of our airports to audit their car seatsMaking It RightAs a gesture of apology for the delayed baggage and your overall experience, I have issued you two $voucher to use on a future Frontier Airlines flightWhile vouchers normally expire after days, I have extended yours to February 18, You do not have to fly by this date, travel just needs to be reserved before the expiration datePlease see below for further redemption detailsXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX ReimbursementWe want to assist with the additional cost incurred due to the bag delayWhile we normally don't offer compensation for stroller damage, I'd like to evaluate yours for damageIf you can send me the following we can proceed: Name of Payee Mailing Address Receipt for Replacement Car Seat Picture(s) of Damaged Stroller I want to apologize again for your experienceI look forward to hearing from you Regards, Customer Relations SpecialistFrontier Airlines

09/27/07:AM Dear Ms [redacted] - [redacted] , I have your receipt and will pay out of our office You should be receiving payment within a few weeks Sincerely, [redacted] Central Baggage

Hello, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Apologies Flight irregularities can be very challenging and I understand that [redacted] was flying with us because he had to be somewhere on a certain day and timePlease accept my apologies for the inconvenience he experienced with the unexpected disruption on flight [redacted] from [redacted] to [redacted] It's never our intent to disappoint our passengersI'm sorry he experienced this Safety is Our Priority Canceling flights is a very tough decision that we don’t take lightlyOur goal is to complete all flights and get you to your final destinationWe exhaust every option we have before we make the decision to cancel a flightDuring the weekend of December 17, 2016, we faced severe weather across the US, especially in [redacted] Although the weather problem was short, it forced several delays and many cancellations throughout our systemWhile we tried our best to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn’t successfully get them where they were suppose to beI apologize for the flight cancellation [redacted] experienced Things You Should Know In researching your concern, I found that the reservation was initial purchased on December 17, at the cost of $for the flight and a carryon bag at the cost of $(which is the cost of a carryon bag when booking on our website hours prior to departure)Unfortunately, the credit card was declinedAfter three unsuccessful attempts to complete the transaction, the reservation was canceledWhen this occurs, we send notification to the email provided to inform our passengers to contact us to provide an alternate form of payment This reservation did not have a valid email provided When the reservation was reinstated via our call center, was charged $for the carryon bag fee, which is the cost when calling in to book your flightI do apologize I feel that our agent should have reinstated the original bag fee since the reservation was reinstated the same day Refund Processed My research shows that a refund in the amount of $was issued on December 20, This was for the price of the flight and the $paid for a carryon bag It's never out intention to be insensitive to our customers when their travel plans are disruptedI understand your frustration with the flight disruptionHowever, when flights are canceled due to something outside of our control, such as weather issues, we are not required to offer compensation Per our Contract Of Carriage, if Frontier must cancel any flight due to unavoidable circumstances, we will not be liable except to provide a refund for the unused portion of the ticketI must respectfully advise you that we will not be able to honor your request for additional costs, such as wages, gas, or parking [redacted] was provide meal vouchers ($and $10) for meals due to the delay, up until his flight was canceled What We Can Do We value you as a customerIn an effort to make things right, I have issued [redacted] a Frontier voucher in the amount of $to use towards future Frontier travelThis voucher expires on March 28, 2017, but he does not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption details Come Back Soon Thank you again for providing valuable feedbackI recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one! Regards, [redacted] Frontier Airlines Customer Relations Specialist [redacted] Just follow these simple steps to redeem your voucher:Visit www.flyfrontier.com and select your flightOn 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 by March 28, 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 purchaseAny remaining balance due must be paid by the customer • It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued • The name on the new reservation must match the old reservation exactly • It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges

Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We apologize for the delay of your baggage when you traveled with us recently on May 15thIn spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely mannerWe certainly apologize for any inconvenience this delay created for you Our records indicate that you were reunited with your bag on May 18thA refund has been requested for your $checked baggage feePlease allow up days for processing on our side If you would like submit receipts for any interim expenses you had for consideration for reimbursement, please send them to: Frontier Airlines Attn: CBS PO Box XXXXXX Denver CO XXXXX We sincerely apologize for any difficulties you experienced while trying to contact Cincinnati regarding your baggage delayWe appreciated your patience If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:am-4:pm Mountain time Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because: I never received a call on Monday, 3/and was never given a number to contact them Sincerely, [redacted]

03/17/08:AM Hello [redacted] ,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur RegretsWe are unable to honor your request for a refund as you used the services you purchasedOnce a flight departs, passengers may choose to upgrade to our Stretch seats by paying for the upgradeYour description of the flight attendant not asking the passengers to pay for the upgrade is concerning and will be reviewed internally We Hear You! While we're unable to provide a refund for any portion of your fare that was used, we have issued a voucher in the amount of $to each passenger in your partyYour vouchers expire on June 8th, 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 belowYour Feedback MattersYou are a valued customer of Frontier Airlines and we appreciate your continued supportWe hope to welcome you onboard a future Frontier Airlines flight.Kindly, [redacted]

Complaint: [redacted] I am rejecting this response because: I need to resend the email receipt regarding the checked baggage fee to [redacted] Sincerely, [redacted]

01/01/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe are sorry you had to cancel your flight with usWe unfortunately are not able to refund your your flightThe cancellation fee of $ per passenger, and receiving the rest of the ticket amount in a credit is something that you agreed when you purchased your flightYou can see all of our policy's on our websiteI would also encourage you to look at our Contract of Carriage everything is explained to passenger about the cancellation of the flightsWe apologize for any inconvenienceThe credit will be available for you to use for the next days Kindly, [redacted] Customer Service Frontier Airlines

02/26/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI would first like to apology that you have not received your checkI would like to assure you that we are trying to get your check out to you as soon as possibleMy records indicate that we did issue a check in the amount of $529.54, the check did not seem to reach the correct address, This check was issued on January 11, On our end we had to put a stop to that check, and reissue you a check and resent the check to you My records indicate that a new check has been issued and it has been expatiated to your home addressYour new check was issued and mailed out on 2/21/You should be receiving the check very soon We apologize for the inconvenience Kindly, [redacted] Customer Service Frontier Airlines

Initial Business Response / [redacted] (1000, 4, 2015/07/15) */ Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns, I am sorry you and your wife were unable to make your flightWe do recommend passengers [redacted] hours prior to departure as you must have your boarding pass [redacted] hand and any bags dropped by the [redacted] minute cutoff even if you've checked in online [redacted] do assist passengers [redacted] a first come first serve basis The [redacted] fare purchased is a non refundable fare, If you are unable to take the flight the credit is left open for you to use one year from the [redacted] date of issueYou would be charged the change fee and any fare difference when rebookingWe regret any misunderstanding regarding your non refundable fareYou can view our travel policies at the link below [redacted] .XXXXXXXX.XXXXXXXXX.XXXXXXXXXX I understand that you are dissatisfied with this outcome, however it is important we remain consistent with our policies to be fair to all customers Your business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that it is the business' policy to not issue a refund in this case, however, we were promised a refund by the agent at the checounter because of how awfully we were treated by [redacted] staff that morning Final Consumer Response / [redacted] (2000, 11, 2015/08/03) */ Frontier has given us a credit for the flight and waved the change feeThis isn't what we were initially seeking, but we will accept this, and this case can be closedThank you

Initial Business Response / [redacted] (1000, 6, 2015/10/18) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We have received your request for a refund due to medical situation Our records indicate we are not able to honor your request for a refund due to your purchased an non-refundable ticketThere is a $change fee per ticket to make changes to these tickets, plus any difference in fare associated with the new itineraryOur records indicate you have provided documentation from your doctor so the $change fee has been waived per person Here is a link from our web site outlining our policy It is under: EMERGENCY EVENTS - TICKET CHANGES AND REFUNDS http://content.flyfrontier.com/travel-information/travel-policies 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] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (4200, 13, 2015/11/05) */ ***Document Attached [redacted] The following is a email thread between myself and Frontier AirlinesPlease note this matter is NOT closed or satisfied as of 11/3/ From Complainant to Frontier 10/16/XXXX XX:XX PM Under your cited policy for "Type of Emergency Event-Serious illness or injury that prevents the ticketed customer from traveling for the duration of the validity of the ticket (days from original date of purchase, unless you selected The Works as part of your purchaseThe Works tickets are valid one year from original date of purchase)" it states *"Options Available to you-Cancel the unused portion of a ticket and receive a full refund (less a refund processing fee of $for Economy tickets)" [redacted] "LESS A REFUND PROCESSING FEE OF $FOR ECONOMY TICKETS" Your policy does state that economy tickets are non refundable, however, the table below it states that if it's a serious illness or injury that prevents the ticketed customer from traveling for the duration of the validity of the ticket a written doctors note will cancel the unused portion of the ticket and receive a full refund less a processing fee of $for economy ticketsI have a doctors note in hand that I have faxed to you tonight that states I cannot travel from Sept to January due to medical reasonsWhat more do you need? I'm not cancelling this travel just because I want to, I am medically unable to travel and have jumped through hoops to meet your ever changing communications and requests Please issue the refund [redacted] XXX-XXX-XXXX From Frontier to Complainant: 10/19/XXXX XX:XX AM Dear Ms***, I'm sorry our records do not indicate you purchased "The Works", it appears you purchased Economy tickets only Regards, [redacted] Customer Relations Specialist Frontier Airlines From Complainant to Frontier 10/19/XXXX XX:XX PM LETS TRY THIS AGAIN 1) I purchased Economy tickets from your company 2) I cannot fly due to medical complications and have sent a doctors note to your fax number 3) your policy listed on your website states that a refund can be issued on an economy ticket less a $refund processing fee if it's related to medical inability to fly during the travel validity period 4) the travel validity period for this reservation expires December My doctors note states I cannot fly from September 2015-January 5) I have met all requirements of your policy for refund I AM UNABLE TO FLY PRIOR TO THE EXPIRATION OF MY CREDIT IN DECEMBER AND HAVE FAXED MY DOCTORS NOTE STATING THIS AS REQUIREDPLEASE ISSUE THE REFUND LESS THE $PROCESSING FEE FOR ECONOMY TICKETS AS OUTLINED IN YOUR POLICY ON YOUR WEBSITE [redacted] From Frontier to Complainant 10/22/XXXX XX:XX PM Dear Ms***, Please send me a copy of the medical letter that was faxed Regards, [redacted] Customer Relations Specialist Frontier Airlines From Complainant to Frontier 10/23/XXXX XX:XX PM Please see attached letter and advise on status of refund [redacted] From Frontier to Complainant Response Via [redacted] - 10/26/XXXX XX:XX PM Dear Ms***, Thank you for providing the information you faxedIt was not on a Doctor letterhead or signed by a Doctor Our web site states for a refund you must do the following: A doctor's note in writing specifying that you are unable to complete travel during the ticket's validity periodThe certification must be signed and dated on the physician's letterhead Serious illness or injury that prevents the ticketed customer from traveling for the duration of the validity of the ticket (days from original date of purchase, unless you selected The Works as part of your purchaseThe Works tickets are valid one year from original date of purchase) Cancel the unused portion of a ticket and receive a full refund (less a refund processing fee of $for Economy tickets) A doctor's note in writing specifying that you are unable to complete travel during the ticket's validity periodThe certification must be signed and dated on the physician's or hospital's letterhead Please provide the correct information Regards, [redacted] Customer Relations Specialist Frontier Airlines From Complainant to Frontier Tue, Oct 27, at 9:AM That is on letterhead and is signed by my midwife! You can see the name address and phone number on the letter and can see she is a medical provider This is absolutely ridiculous!!!! There should be NO REASON why you cannot accept this notePlease issue the refund! From Complainant to Frontier Tue, Oct 27, at 10:AM I will never do business with your airline again and will be sure to post about your terrible customer service on every review website I can manage to findThis information will continue to be submitted to the Revdex.com and I will not stop pursuing a refund until it is issuedYour company has already likely spent more than the cost of my airfare on the pay of your employees I have interacted with as well as the cost of technology and overhead just to find any reason not to refund me the cost of the ticketI have followed EVERY REQUEST you have sent my direction and refuse to drop this just because you are bullying your customers by your ever changing interpretation of your policyFurthermore, the fact that I am unable to call and speak to anyone with authority to issue the refund directly is beyond frustratingAn issue that should have resolved itself within a couple business days is now pushing toward a month with no resolution because I have to wait several days to hear back with your latest excuse for why the three doctor's notes that have been submitted are not good enoughYour company lacks compassion and understanding for someone in my medical condition as I am supposed to be resting and recovering, but this situation has caused me to have to ignore those orders so that I can recoup money that is rightfully mine and you are still unwilling to resolve itYou are now asking for a FOURTH letter, and, based on history, it's not likely this will be your last request even though I have submitted the letters each time EXACTLY as you have requested Please issue the refundI have followed all of your protocol and requests multiple times and will not stop pursuing a refund until I receive it From Complainant to Frontier Tue, Oct 27, at 8:PM Attached is my FOURTH doctor's letter on NEW letterhead (created by my Doctor JUST FOR YOU), with signatures from both an M.Dand my midwife PLEASE ISSUE THE REFUND FOR CONFIRMATION NUMBER [redacted] XXXXXXXXXX From Complainant to Frontier Tue, Nov 3, at 10:AM Please advise on status of refund As of 2:30pm on 11/3/I have not received any further response to my fourth doctor's not submitted on 10/27/I have attached documentation from Frontier's website supporting that I have submitted all requested information per their written policy, and have also attached a copy of the above email thread Final Business Response / [redacted] (4000, 16, 2015/11/23) */ Dear Ms***, This has been reviewed by my managerAs a one time customer service gesture he has authorized a refund on your non refundable ticketAs I mentioned in previous emails, medical documentation does not provide a refund, only a $change fee waiver and if unable to travel within the days, an extension of your ticket is provided As per our policy: http://content.flyfrontier.com/travel-information/travel-policies A $will be refunded back to credit card ending in [redacted] in seven to ten days Regards, [redacted] Final Consumer Response / [redacted] (2000, 18, 2015/11/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this solution because I have received the requested refund

Initial Business Response / [redacted] (1000, 6, 2015/09/25) */ Dear Ms***, 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 [redacted] 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 [redacted] 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 Not all airlines participate in TSA Pre-checkOur records indicate on your outbound you went to the ticket counter and had your boarding passed printed and you and your family made your outbound flight without any issueOur records indicate you attempted to use the kiosk at 4:pm for a 4:pm flight and then you went to the ticket counter at 4:pmFor a 4:pm departure all passengers must have bags checked and boarding pass in hand no later than 3:pm 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 We look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances Regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was unfairly charged for an alternate flightI had arrived at the airport within the recommended hour time frame but I had an e-ticket so I went straight through security initiallyI was turned away at the gate and told to go to the ticket counter to print a physical boarding pass, which resulted in me having to go through security...againThere was an additional minute delay, causing me to ultimately miss my flight and resulting in an additional $for the next flight the next day Final Business Response / [redacted] (4000, 10, 2015/10/11) */ Dear Ms***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns In past emails your sent you mentioned "Your website does not say that e tickets will not be acceptedIf that was the case, why offer them? Furthermore, I have a hard time believing that this would have happened had I not been African-American as I have seen others use e-tickets in the past." Frontier's system does not currently support mobile boarding passesIt is not a feature we have ever had in the pastCurrently Frontier is working on releasing a mobile app that may make things like a mobile boarding pass possible in the future We are unable to grant your request Regards, [redacted] Customer Relations Specialists Frontier Airlines