Frontier Airlines

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12794745, and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/08/20) */ Dear [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Please accept my apology for any inconvenience you experienced when checking in for your flightIf you could please forward the reservation code we can review and respond Thank you for your patience and I look forward to your response Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

1/02/01:PM , Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Ground OperationsIn the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are 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 schedule My research into your flight shows that your flight was cancelled due to a operational delay at the airport for which we take responsibility When this happens, we will attempt to rebook our passengers on the next available flight or if that isn't convenient, we will refund the cost of the flight that was cancelled If the passenger wants to fly that day, we will reimburse a ticket purchased on another airline up to $per person on the reservation I see that you have received a refund of your Frontier flight in the amount of $to your [redacted] card ending in *** What I would like to do, is refund the difference between the ticket you purchased on another airline and the refund you received for your Frontier ticket Can you please send me the receipt for the ticket purchased on the other airline and I will take care of that I will also need the mailing address where you would like this reimbursement sent so just respond back to this email and it will come directly back to me We are not able to reimburse you for time lost with your family, but I would like to offer you a $voucher for future Frontier travel for the lack of customer service you received when trying to get assistance I am very sorry this happened As long as you book your travel prior to the expiration date of the voucher, you can actually fly as far out as the Frontier schedule allows Please see below for the redemption instructions The voucher number is [redacted] and it expires 4/4/ Again, I apologize for any inconvenience this cancellation caused you but I hope you will use this voucher to fly with us again under better circumstances Best wishes, [redacted] Customer Relations Frontier Airlines

Initial Business Response / [redacted] (1000, 7, 2015/08/11) */ Dear Ms [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Please accept my apology for any difficulty you experienced when contacting us to use your credit from last yearWe do have a strict minute cut off and recommend passengers [redacted] hours prior to departure to avoid unforeseen delays The tickets purchased when left for credit are valid one year from the date of issueThis was June 1, However as a customer service gesture the credit was provided in voucher form for the full amount of $for you and $for [redacted] on July 13, waiving the change feeBecause the credit had expired the vouchers were issued with days to book a new reservation applyingIt appears from notes in the reservation that on July 20, [redacted] contacted our reservations department and was advised the credit is for the ticketed passengers [redacted] Respectfully, the fare purchased is non-refundable and the credit was made available for you to use Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) We arrived before the minute cutoff, were not checking baggage and had plenty of time to make it to the gate and board the plane, but Frontier had over booked itRespectfully, I paid for a service that your company failed to provide because of an error on their partI asked for a complete credit in return not a voucher only good for one purchaseIt is poor business practice to take a customers money, fail to provide the service and then expect them to lose part of the amount paid because the next flight they chose is cheaper than the original oneI should be able to use the amount initially paid for as many flights as necessary, for anyone in the family to completely use up the costThe initial flight was for my husband, me and my under year old sonI should be able to use that credit for the same people now, even though my son is now required to have his own seatI am surprised that Frontier is still in business with such a poor customer service department and I would like the full amount either refunded or provided as a credit to use up completely for at least all three of the original travelers [redacted] Final Consumer Response / [redacted] (4200, 13, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were within the minute cut offI paid for a service they failed to provide by over booking our flightThey are money hungry and wanted to make sure they didn't lose out on a fair for 4th of July weekend and they screwed us in the processI will not give my business to a company like Frontier that cares more about their income than the customer service they provide Final Business Response / [redacted] (4000, 15, 2015/09/10) */ Dear Ms [redacted] We have received your correspondence as submitted to the Revdex.com Rebuttal You have sent the same rebuttal from the Revdex.com on three different dates, August 18, 2015, August 27, and now on September 8, Our records indicate you purchased two tickets on June 1, for flights on July 3, 2014, and traveling with a lap childWe have a time stamp on all check ins, on July 3, you attempted to check in on the kiosk and it stamped 8:am for a 8:am flight, this being only minutes from departureYou then went to the ticket counter and attempted to check in with a 8:am time stamp, minutes before departureYou missed the minute cut off Flight [redacted] from Denver to Houston on July 3, was not over soldOur flight left with over a dozen seats open You purchased Economy tickets which hold a $change fee plus any fare differenceApparently you thought the tickets were valid for one year from the travel date, but they are valid one year from date of issue so they expired on June 1, As a customer service gesture on July 13, you were issued vouchers in the full amount of $(the $change fee was waived) for you and [redacted] You were given one week to use these vouchers which expired on July 20, Voucher are only valid for the name of the passenger [redacted] they are not transferable [redacted] was advised by one of our agents that his voucher could not be used by his son We are unable to honor your request, you purchased non refundable ticketsThere is no value left on your tickets due to they have expired as well as the vouchers that were offered as a customer service gesture have also expired and will not be reissued We're disappointed that you are not satisfied with our resolution in this matterIt is never our intention to be insensitive to our customersHowever, in fairness to all customers, it is important for us to be consistent when it comes to following our polices Regards, [redacted]

10/07/11:AM ***, We Value Your Business I have logged your comments for internal review As a customer service gesture I have issued you a $electronic travel voucher to use towards future travelThe voucher must be redeemed by April 9, 2017, but you do not have to travel within this time frameFuture travel may be booked out as far as Frontier's schedule allows Come Back Soon I recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again [redacted] Customer Relations Specialist Frontier Airlines 10/06/07:PM [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our WebsiteWe appreciate you bringing this web issue to our attentionWhen booking flights online if the seat availability states there is seat left at a certain price and when you go to book the flight the price changes, that means that one seat at the price you saw has been taken and the system will automatically go to the next available price I regret you were not able to get the one seat at $but $was the next available farePrices can fluctuate prior to your purchaseYou are only guaranteed the price once you have received your confirmation code.Fare Difference I understand it can be frustrating to be in the process of purchasing a ticket and later find the price has change, respectfully, we are unable to compensate for the difference you noticedYour request for the refund of the difference has been denied Come Back SoonI truly hope that the inconvenience you encountered doesn't deter you from booking with Frontier in the future Kindly, [redacted] Customer Relations Specialist Frontier Airlines

01/18/12:PM Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We sincerely apologize for the delay of your bags and for the inconvenience you experienced We show that you have already received three of your bags and that the fourth bag was received at the Trenton airport and they have set it up for delivery today, Wednesday, January If you have original receipts for interim clothing and toiletry items purchased during the delay, they may be scanned and sent to [email protected] for our management to processYou may reach our Central Baggage Service office directly: ###-###-####, with any inquiries Central Baggage has requested a refund of the $baggage fee you paidThe refund will go back to the original form of payment Please allow two credit card billing cycles for this process I am sorry about the disruption to your travel plansIt's never our intention to inconvenience our passengersI must inform you that we are unable to honor your refund request because travel was completed on the Frontier Airlines ticket At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances Sincerely, ***

Complaint: [redacted] Dear Revdex.com;There is no resolution enclosed in the Revdex.com Complaint Management system, however I have received an email from Frontier Air Representative, [redacted] ***, stating the following:I have reissued your check for $to the address provided: [redacted] ***Please allow 4-weeks for processing and delivery.Please know that we do value you as a customerIn an effort to make things right, each member of your party was issued vouchers in the amount of $each to use towards future Frontier travelYour vouchers expire on April 18, 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 * [redacted] [redacted] * [redacted] [redacted] I am waiting for Frontier representative to upload current proposed resolution in the Revdex.com Complaint Management Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I specifically contacted Frontier and was told by an agent that this flight was for a different date had I not been told that I would have changed the flight or cancelled it at that timeI believe frontier has a recording of that conversation that I had with the agentDue to that I believe Frontier owes us a full refundThe refund should include ALL of the passengers and not just of usAll 20+ of us should have our bags and seat charges reversed as well as the cost of the flight Sincerely, [redacted]

Response Email 02/16/01:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our records indicate that a schedule change has occurred for your upcoming itineraryWe apologize for any inconvenience this change may cause.As per your conversation with our Reservations Specialist on February 9, 2018, we have issued an electronic voucher in the amount of $per person, which provides a discount on your next Frontier 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: [redacted] - XXXXXXXXXXXXXXX [redacted] - XXXXXXXXXXXXXXXThese vouchers must be redeemed by May 10, 2018, but you and [redacted] do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows.Your refund request has been approvedWe have refunded the amount of $350.40, which is the total amount paid.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 costsWe appreciate your cooperation as these changes will allow us to pass the savings through to our customers by continuing to offer the lowest fares in the industry.Thanks for your patienceWe look forward to serving your future travel needs and appreciate your continued supportCome Back SoonI apologize again for your past experience, and I 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

Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsPlease accept our apology for the error of your miles dropping out of our systemYour miles have been reinstated [redacted] ***: 40,[redacted] [redacted] 42,Regards, [redacted] Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 7, 2016/01/03) */ Dear Mrs [redacted] , This is to acknowledge receipt of your Revdex.com ComplaintThank you for the time you took to discuss your baggage complaint today Central Baggage Service has reviewed your request for further compensation for the interim toiletry and clothing items purchased during the delay of your bag on November 25th, 2015, when you traveled with us from Chicago to AtlantaWe apologize for the inconvenience you experienced As we discussed, it has been determined that an additional reimbursement amount of $will be issued and mailed out to you this weekPlease allow two to four weeks to receive the correspondence in the U.SMail If you have any further questions, Central Baggage Service may be reached directly: (XXX) XXX-XXXX, for assistanceHours of operation are Monday through Friday, AM to PM, MST We appreciate your business and we thank you for your patience as your request was reviewedWe look forward to serving you on a future flight, under more pleasant circumstances Sincerely, [redacted] Frontier Airlines, Inc Central Baggage Service [redacted] Initial Consumer Rebuttal / [redacted] (2000, 9, 2016/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the attention to my complaint and the much needed reconsideration of factsI was more concerned with being treated fairly as a customer than being paidThank you

Response Email 12/04/12:PM Hello [redacted] , We have received your correspondence with the Revdex.com I'm sorry to hear about the accidental cancellation of your flight What We Can Do Regrettably, with your situation, I can not offer you a refundWhat I can do for you is wave the flight change feesI have waived the $of cancellation feesand have issued you a full credit of $for a future frontier flightTo redeem your credit, please go to www.FlyFrontier.com when you are ready to book travelYou will create a new reservation and continue all the way to the payment screenClick on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code:XXXXXX and this email address: [email protected] applicable, a credit card will be required for any residual valueYour credit will expire on March 4, 2018, but you do not need to fly by then, just book new travel If you have additional questions or concerns, please let me knowCome Back SoonI apologize again for your past experience, and I 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

07/12/12:PM Dear [redacted] Thank you for contacting the Frontier Airlines Central Baggage Service Office We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Chicago O'Hare Baggage Service Office has advised us that you claim was reviewed, and you were advised by phone and e-mail that they would be unable to reimburse you for your damaged wheel, Also as a customer service gesture, they would be issuing you a $travel voucher for your inconvenience There are circumstances when Frontier Airlines does not assume liability for baggage issuesEach airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions, of liability such as wheels and handlesWe have attached a copy of our Baggage Claim Limits for your reference Your concerns have been made available for review by our managementManagers are asked to review all feedback and use it to implement product and service enhancements We appreciate your business and apologize for the inconvenience you experiencedWe look forward to serving you on a future flight, under more pleasant circumstances Sincerely, [redacted] Frontier Airlines Central Baggage Specialist

12/29/03:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur Apologies Flight irregularities can be very challenging and I understand you're flying with us because you have to be somewhere on a certain day and timePlease accept my apologies for the inconvenience you experienced with the unexpected disruption on flight from Colorado Springs to OrlandoIt's never our intent to disappoint our passengersI'm sorry you 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 flightWe faced severe weather across the US, especially in ColoradoAlthough the weather problem was short, it forced several delays and many cancellationsWhile 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 you experienced My research shows that a refund in the amount of $was issued to [redacted] 's card ending in [redacted] on December 21st [redacted] 's $and [redacted] 's $were included in that refundAs we have refunded you for our flight, we are not able to process a refund for your [redacted] flightWe are also unable to approve your request for the reimbursement of your carI truly am sorry for the inconvenience What We Can Do We 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 March 29, but you do not have to fly by then, travel just has to be reserved before the expiration date 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! Kindly, [redacted] Customer Relations Specialist Frontier Airlines

02/21/02:PM [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Thank you for your response I'm sorry to hear that your experience wasn't as expectedYour comments regarding the service you received have been made available for station management internal review As a customer service gesture I have issued you a voucher for the unused flight on February 12, waiving the change fee so the amount is $The voucher number is [redacted] and the expiration date is August 20, You don't have to travel by that date just make a new reservation applyingRespectfully, the fare purchased is non refundable I recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again Regards, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns I'm very sorry for any inconvenience our schedule change between Cleveland and Tampa caused youAlthough schedule adjustments are a necessary part of air travel, please know that these decisions are not made lightly Flight schedules can be very tough to manage due to frequent changes in costs and market demandWe have a team of specialists who continually monitor our entire system and make adjustments only after careful review of market viabilityWhile we always strive to maintain schedule consistency, there are situations where changes are necessary despite our best efforts Please know, we take great care to operate a safe and on time airlineIt is never our intention to disappoint passengersWhen we have a controllable delay compensation may be providedThis is always in the form of travel voucher and based on the length of the delayIf you decide not to travel due to the delay a refund can be requested for the unflown delayed segmentSegments that are flown are not refundableI apologize if this was not explained when you contacted us and spoke with agent Mya and your comments have been made available for our reservations management team for training purposesRespectfully we would not refund the ticket or reimburse for the travel voucher We hope you will use the travel voucher, you do not have to travel by the expiration date just make a new reservation using the voucher Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Dear Ms [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Our records indicate that Central Baggage Specialist Linda contacted you directly to discuss the matterShe states that your bag fee has already been refunded and she provided you information on where to send any receipts you may have for interim expenses Please let me know if you have any questions Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

07/24/12:PM Hello [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We're Here To Help! My records indicate that the refund for your bag has been issuedThe $has been refunded back into the Visa we have on file ending in ***The transaction from our part was done on July 19, It might take a couple days for the funds to show back to your account We appreciate your patience and hope to have the opportunity to provide a better traveling experience in the future.Kindly, [redacted] Customer ServiceFrontier Airlines

Complaint: [redacted] I am rejecting this response because: My first vacation to [redacted] was ruined bc of this airline! I had to stay extra day that wasn't planned, so that mean I had to miss two days of work bc I didn't get home until Tuesday, I had to find someone to care for my kids which wasn't free,buy another plane ticket from another airline,pay [redacted] to pick me up from the airport and take me back to the hotel then pay my friend more money for another night at the hotel,more expensive food,then pay [redacted] back to the airport!! You guys have horrible customer service and don't give a [redacted] about what your customers had to go through when y'all cancelled our flights! Then y'all didn't cancel it right awayYou guys kept delaying it having us thinking that we was going home the same day just later so we telling our job we will be at work the next day then y'all cancel it! I want compensation for my loss money and time! I don't want to hear about no weather bc that's a [redacted] lie that y'all telling me so I will be satisfied and y'all don't have to do nothing but I'm not [redacted] dumb! Sincerely, [redacted] ***

Hi ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Thank you for the update.I show the date the miles were deducted from your account as June 27, The program detail note to allow to weeks for publication to start which should be within the next weekPlease let us know if you have not received as of next week and we will proceed from thereI'm sorry for the long time period it takes for the subscriptions to arriveThe link has details on the program https://www2.magsformiles.com/10002846/Frontier-Program-Details.htmlThank you again for your patience.Sincerely,***Customer Relations SpecialistFrontier Airlines