Frontier Airlines

3/01/03:PM Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.When our customers book travel with a travel or booking agency, like you did when you purchased our fare from [redacted] , the price quote they receive is provided by the agency, not by Frontier Airlines' personnelWe've verified that [redacted] issued tickets for passengers, totaling $We've emailed a your receipt for under separate coverAdditionally, we've attached a copy of your receipt to this replyPassengers who cancel their ticket within hours of booking may request a full refundWe regret that the terms of the fare you purchased through [redacted] do not qualify for a refund at this timeThe Economy fare you purchased from [redacted] is subject to its terms and do not include caror checked bagsFees are lowest when they are purchased in advance and apply for each direction of travelPlease see the link below for more information about baggage optionshttps://www.flyfrontier.com/travel-information/baggage/ If you have additional concerns related to the reservation you booked directly with [redacted] , please contact them directly at ###-###-####Sincerely, [redacted] Frontier Airlines Customer Relations

Complaint: [redacted] I am rejecting this response because: you guys need to accept responsibility for the actions of your staffI fly times a month and have always put my laptop in a very secure and padded area in my bagI’ve never had this issue in all the years I’ve been flying until I travel with FrontierThat’s a cop out sorry excuse for your [redacted] poor attitude in customer serviceThat is completely unacceptable on every level, and I know if you were in my shoes this type of behavior would be inexcusable and unacceptableNot to mention unbecoming of a multi million dollar companyWhat do you not have insurance? You can’t even offer to pay for the repairs, nothingAnd yet at the end of every letter it’s the same response“I hope this doesn’t detour you and we look forward to flying with you again” or some bogus line or garbageAssume responsibility or I have my attorney drag you to court where it’s only going to get more expensiveDo the right thingown your actions and accept responsibility for your negligence Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is my only optionI am disappointed with the results as the company offered EXACTLY what I did not want them tooNow that I know this bad service is a thing for Frontier, I will be very careful when considering this airline in the future for myself and for familyI wouldn't want this incident that has happened twice to me with the same results to happen to anyone else Sincerely, [redacted] ***

Initial Business Response / [redacted] */ Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We are sorry for the cancellation of your June 15, flight from New Orleans to DenverThis is not a typical occurrence and we are committed to providing our customers the best travel experience, even in the most difficult circumstancesIn reviewing the flight information it appears the inbound flight was diverted to StLouis due to weatherThe flight then had to cancel and an extra flight was serviced for the next dayI understand your concern and need to return home sooner however as is the case with all uncontrollable delays or cancellations, we do not provide compensation or reimburse additional travel related expensesI have requested the miles taken for the flight be returned to your account since you made other arrangements to return 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

Response Email 02/20/10:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Apologies I understand your frustration when you were advised that here at Frontier, we charge an additional fee for canceling your flight more than hours after making your reservationPlease accept my apology for the inconvenience you experiencedIt's never our intent to disappoint our passengers Refund My research indicates that after speaking with another agent in our office, you were refunded $396, the amount of the fees which are being disputed in this instanceI see this amount being refunded to the card ending in XXXX on February 18th In addition to this, as a customer service gesture, I have refunded the remaining cost of your flight, in the amount of $This payment will also be refunded to the card ending in XXXXPlease allow 5-days for processing for this to reflect on your account Come Back Soon I apologize again for the inconvenience you have experienced when attempting to cancel this flightNonetheless, we hope to see you and your family again soon Kind Regards, Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because: it is just a blatant lieIf call hold wait times were so long because of the overwhelming number of calls you were receiving then why when I called after my wife was still on hold (for over an hour) was I able to get a representative within five minutes of calling on the main line? Shouldn't more representatives been on the lines assisting customers like my wife who were trying to get their problems resolved? Look, I understand that other than getting my refund I'm not going to get satisfaction from FrontierI just want the Revdex.com to make sure there's a record of this company's bad business practices at this timeI give up but I promise you my family and friends will never use Frontier Airlines again Sincerely, [redacted]

03/12/07:PM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Refund I have done some research on your sons's reservation ( [redacted] ) and see that this reservation was made on 2/20/at 1: PM and then cancelled at 8:AM on 2/21/This situation falls within the hour window that Frontier allows a passenger to cancel a flight from the time of booking free of chargeMy records indicate that you received a full refund in the amount of $to your [redacted] ending in [redacted] for this reservation Then, at 9:AM on 2/21/a new reservation ( [redacted] ) was made for your sonThis reservation did not undergo any additional itinerary changes until March 5, when this reservation was cancelledFrontier has a strict hour time window from the time of booking that we allow passengers to cancel their reservation without any penaltiesAfter this hour window passes, it is Frontier's policy is to subtract a $cancellation fee, and hold the remaining amount as a credit to be applied towards a future Frontier flight Respectfully, because there is no record of his reservation ( [redacted] ) being cancelled within the allowed time frame, I am unable to honor your request for a refundYour credit will remain in our system until it expires on June 4, You do not need to fly by this date, you just need to book your travel prior to the expiration dateWe appreciate your understanding, and hope to service your travel needs under better circumstances in the futureSincerely, [redacted] Frontier Airlines

(The consumer indicated he/she DID NOT accept the response from the business.) It seems like, they sent to wrong mailing address which does not exist.I do not know where they got this address I think frontier airlines is good at making mistakes after mistakes I sent the correct mailing address but till now I have not got any response from themVery bad experience

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Your Phone Experience Here at Frontier, we strive to train our customer service department to be as substantive and empathetic as possible It is our goal to respond to passengers in a way that is personable and conversational to ensure our customers that we truly value themOur apologies that this was not your experience! However, we appreciate you sharing your thoughts so we can target areas in which we can improve Your Website Experience Our Tech Team works hard to ensure our website is user-friendly and provides an efficient way for our passengers to book flights I have logged your concerns which will be reviewed by our Tech Team for the future as well Cancellation Policy In the event of a voluntary cancellation, we charge a $cancel fee and refund the remaining amount in the form of a creditThe reasoning behind such fee is the opportunity cost of a ticket is withheld when a passenger reserves a spot on the planeThis fee is put in place to prevent our planes from flying with empty seats However, I can fully understand your frustrations! Yet, it is important for us to remain consistent with our policy to ensure our passengers are treated fairly We truly appreciate your feedback and you taking the time out of your day to let us know your thoughts! We view this feedback much like little "golden nuggets" of opportunity to better our businessThank you for your time, and we hope that you will choose to fly with us again in the near futureHave a wonderful day, ***! Kindly, [redacted] Customer Relations Specialist Frontier AirlinesTell us why here

07/29/01:PM [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns I sincerely apologize for the unprofessional behavior of our gate agent in DenverFrontier Airline agents in Denver make a last boarding call for all flight via the airport over head I'm sorry if you were unable to hear the boarding announcements for your flight for where you were sittingCongestion in departure gate areas happen frequently and it's best to stay close to your gate and listen for announcements or review the departure boards for updates and departure times Passengers must be onboard the aircraft at least minutes prior to our scheduled departureOur agents are not required to call passengers by nameHowever, this is done most of the time as a courtesyAlthough this is our policy, our customer service agents should always convey this information in a courteous and professional mannerI have filed a complaint on your behalf in regards to the rude agent and forwarded that information to the appropriate management team As, is the case with all tickets that have been flown, your tickets are not refundable once they have been utilized I do understand that this is not the answer you were hoping forHowever, we must be consistent with our policies to be fair to all passengers Thank you for taking the time to writeYour feedback has been logged Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

01/31/09:AM(CR) [redacted] , Hello [redacted] , Thank you for your response Canceled Flights [redacted] , our policy for canceled flights is to charge a $fee and issue the rest of the fare refund as a credit in our systemBy issuing you a voucher for greater than the total amount of your fare, I am essentially bypassing the $fee and giving you more creditYou may read this policy on our website here under "cancel a ticket:" Travel Policies Frontier does not refund a fare for a flight that was flownI do see you tried to cancel in good faithI am sorry I didn't pay more attention to that, but I had already issued you more refund than you would have received if you had canceled the flight What I Can Do Although I can not issue you a refund or more compensation, I can extend the expiration date of your voucher to a year, or issue your voucher without a name so it can be used by anyone We Value Your Business If you would like me to make any of those changes please let me know.Thank you for sharing your concerns.Kindly, [redacted] *Frontier Airlines 1/26/12:PM Hello [redacted] , I'm really sorry that you are disappointed with our resolution in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occur My Research Our records indicate we flew this flight on to [redacted] with a full plane of passengersI am sorry you had problems contacting us on the phone, however you may always cancel your flight online before the flight Your Compensation Typically we would offer no compensation for a missed flightAfter running this past my supervisor, she authorized a voucher in an amount greater than your fare was What I Can Do I would be glad to split your voucher up, extend there expiration dates, or both if this would be of greater value to you I will not make any changes before hearing back from youKindly, [redacted] *Frontier AirlinesTell us why here

02/07/09:AMDear Mr [redacted] ,Per our last telephone conversation, I've escalated your case to the [redacted] managementI received confirmation that check number [redacted] in the amount of $was mailed on 1/2/2017.Please contact me here in Central Baggage as we may need to stop payment on that check and re-issue you a check through corporate.Sincerely, [redacted] [email protected]

Initial Business Response / [redacted] (1000, 6, 2015/12/03) */ Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We have requested more information from our Reservations department on this situation I will update you as soon as possible We appreciate your patience while this is being researched Kind regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) They haven't responded Final Business Response / [redacted] (4000, 10, 2015/12/27) */ Dear Mr***, I want to sincerely thank you for your patience while this was properly researched I have requested a refund for the taxes that you are exempt from as residents of MexicoPlease allow up to days for the refund to be processed on our side As a gesture of apology for the delay I'd like to provide you and [redacted] each a flight voucher for $Please let me know if that is something you are interested in and we will issue them Kind regards, [redacted] Customer Relations Specialist Frontier Airlines Final Consumer Response / [redacted] (2000, 12, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) The taxes have been recovered I have requested, from Frontier, the process to use to not be charged the tourist tax on the ticket purchase, or the process to easily recover the tourist tax after the flight has been completed

Complaint: I am rejecting this response because:They are just sweeping the issue under the rugI am probably not the first one to experience this problem with themWhich upon reading their reviews, I am notReimbursement of the items purchased does not solve them changing their system on how they handle issues like thisThe people who were all involved in my claim, were very very unprofessionalFrom lying to me about my bag to them hanging up the phone on my face when I was speaking to themIt should not have taken a consumer to call the police in order to receive their bag backThe amount of laziness from the covering supervisor from Orlando airport could have resolved this issue on the second daySo your response, is another way of just resolving the issue by just paying me what is owed to me and closing the claimNOT ACCEPTABLE! You should pay me back at least half of my flight, since half of my trip was spent in my hotel room on the phone with your customer service trying to figure out ways to get my bag backOn top of all the receipts I am going to send you for the stuff I had to pay for out of pocket Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me But, after I got the business's offer on 3/10/16, I kept checking if they really credit back my wrongly took away points (huge 51,points was taken away by Frontier on 12/3/15), for a few times, but until 3/18/16, still nothing happenedSo I called Frontier again at 1:pm (PDT), argued for minutesThey asked me if I have a proof, like screenshot, to show the original expiration date on 3/21/I asked them should I got penalty just because I simply trust them? Then the lady at customer service offered me she will make a request to the proper department if they could approve her request.Finally the proper department approved the customer service lady's request, and credit my points back to my account.But, for this positive result, I have wasted minutes again, for a thing should not happen in the pastTo resolve this problem, I have wasted at least hours to call, to write e-mails, for nothing wrong from my side, for my naive trust put on a company which is not trustworthy.Hope other customers can learn something from my very bad experiencesThanks for Revdex.com's help Sincerely, [redacted] Zhou

[redacted] Regrettably, the certificates are non-refundable once issuedI will not be able to reinstate your miles and reissue new certificates with another car rental agency, per our Early Return coordinator.The certificates you have are valid for [redacted] and can be used for a later time subject to availability[redacted]

Good morning, I just had Frontier Airlines follow up with me and they have "reconsidered" my previous compliant As a result, they are now issuing me a refund for the disputed $additional chargeI am completely satisfied with this resolution! I have a strong feeling that it was only due to the Revdex.com's follwith them Since this is now resolved, would you kindly close my complaint? Thanks so much, [redacted] ***

Response Email 05/20/01:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Check-InI understand your frustration in arriving at the airport, only to find long chelines I know first-hand that navigating an airport can be challengingWe value your time and appreciate your patience as we adjust our staffing needs to make the check in process more efficient for our passengersIt's never our intent to inconvenience youI'm sorry you experienced a longer wait time then expectedCustomer Service is KeyI’m disappointed to hear that the luggage from your flight did not arrive to the carousel in a timely mannerI assure you that your experience is not typical of the standards we strive to maintainI have forwarded your feedback to our leadership team at the Chicago airportBe assured that this situation will be reviewed by management and addressed with the staff on duty on the date you traveled Customer Care Our employees may take on many obligations at the airport and we staff the baggage carousels as such to allow them to complete other tasksPlease be assured we are in the process of reviewing our personnel needs, especially at our busiest airports, to ensure we are adequately staffed to prevent this from occurring in the futureIt's never our intent to inconvenience you We Care About You! I'm sorry you incurred additional expenses due to the recent flight disruption you experiencedI understand the inconvenience this has causedWe're unable to reimburse for expenditures like the ones you describedSince the flight was moved, and everyone on the reservation boarded the next flight that was available, we also can not refund any of the fare pricesHowever, we’d like to offer both you and [redacted] vouchers for $to win your confidence with us backEach member of your party may use this voucher towards future Frontier travelYour vouchers expire on August 17, 2018, 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, as well as both of your voucher numbers [redacted] -XXXXXXXXXXXXXXXX [redacted] - XXXXXXXXXXXXXXXXXX We 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 Response Email 05/20/08:PM Hello ***,Thank you for the follow up regarding your missed flight on May 11, 2018, when traveling from Orlando to ChicagoI'm really sorry to hear that you are disappointed with our resolution in this matter.Our ApologiesI regret that we were unable to resolve your concerns satisfactorilyIt is never our intention to be insensitive to our customers when unfortunate circumstances occur.CompensationCompensation is issued based on the length of the delayed departureAlthough we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation Your compensation will remain in our system for redemption until it expires on August 17, Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.We 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

01/02/11:AM Hello ***, I have received your correspondence from the Revdex.comPerks Package I'm sorry for the confusion regarding the purchase of the Perks packageI have reviewed your reservation, and it appears that in addition to choosing your seat you also checked a bag, therefore making full use of the purchased bundled packageBecause of this, I am unable to provide a refund Thank you again for contacting us about your recent experience.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

Initial Business Response / [redacted] (1000, 10, 2015/05/14) */ [redacted] , 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 My records indicate your reservation was originally booked on 2/26/at 11:PM, by Shawn Ramlal on our websiteTherefore, the information in your statement "The agent charged three tickets and stated my son wasn't a charge due to his age" is inaccurateThe information on the reservation, including the dates of birth and payment were provided by that party online I am extremely sorry, you were not aware of Frontier's policyYou may review information in regards to traveling with children over the age of in our Contract of Carriage at www.FlyFrontier.comInfants under years of age are accepted, without charge, when the infant does not occupy a separate seat and is accompanied by a full fare-paying passenger over the age of The Department of Transportation Regulations state all children over the age of must occupy a seat and cannot travel as a lap childYou are required to have and provide proof of the child's age or identity upon requestHowever, it is not always requestedRegrettably, this was not an error on Frontiers part and your request for a refund is deniedAs is the case with all tickets that have flown, your ticket is not refundable once it has been utilized I understand your frustration and appreciate you taking the time to share your comments with usWe hope to have the opportunity to restore your faith in our service on a future flight Kindly, [redacted] Customer Relations Specialist Frontier Airline