Frontier Airlines

01/16/03:PM Hello [redacted] ,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.My research shows that, when Flight [redacted] was cancelled on December 22nd, all of the members on this reservation were rebooked on Flight ( [redacted] ) for the following day, December 23rdIt is in reference to this flight that the members of your party are listed as "No Show." There are no notes indicating that a refund was requested.However, in light of the additional information you have provided, I can determine that you made a good-faith effort to cancel your return trip and have received permission to reimburse the remaining $for the reservation in questionPlease provide me with the name and mailing address of the person who paid for the reservation and I will be happy to process your reimbursement right away.Please be assured that I'm making your description of how the situation was handled available to our Las Vegas station manager for follow-upWe want to ensure that your experience isn't repeated!I look forward to your reply.Sincerely,***Customer RelationsFrontier Airlines

Response Email 05/23/05:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for contacting us about [redacted] and [redacted] 's flight delay experience on May 12, when traveling from Philadelphia to MiamiI'm very sorry to hear that they missed their cruise as a result of the delay Your Request Respectfully, when travel is completed, we are unable to issue any sort of refundAlong with that, we are not liable for any incidental expenditures such as a cruiseFor that reason, we are also unable to fulfill your request for reimbursementI apologize for the inconvenience We Care About You I see that, as a gesture of apology for their experience, [redacted] and [redacted] were each issued a $voucher to use towards future Frontier travelTheir vouchers expire on May 22, 2019, but they do not have to travel in this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below [redacted] : XXXXXXXXXXXXXXXXXXXXX [redacted] : XXXXXXXXXXXXXXXXXXXXXXX Come Back Soon I apologize again for the time lost and inconvenience, and I hope [redacted] and [redacted] will choose to use these vouchers towards a future Frontier flightI'm sure their next experience with us will be a good one! Kindly, Customer Relations Specialist Frontier Airlines

07/24/02:PM ***We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur Apologies I'm sorry for any miscommunication regarding the departure date of your flight on June When the flight was booked online, a confirmation email was sent indicating flight [redacted] departed Los Angeles at 12:59am and arrived in Orlando at 9:02am on June When you arrived on June 30th at midnight you had already missed the flight which departed the night beforeWhile the customer service agent was unable to accommodate your request for late check-in, this information should always be conveyed in a courteous and professional mannerBe assured we have forwarded your input for Management reviewWhat I can do for you Your tickets are non refundable but I did refund the baggage and seat fees for the passengers in reservations [redacted] for a total of $& [redacted] for a total of $This has been refunded back to the original credit card ending in [redacted] It is important for us to keep good relationships with customers like youIn an effort to make things right, please accept this $voucher per person to use towards future travelThe voucher must be redeemed by 10/21/16, but you do not have to travel within this time frame Your business is very important to us We hope to have the opportunity to restore your confidence in our service onboard a future flight Kindly, [redacted] Customer Relations SpecialistFrontier Airlines

Hi [redacted] We have received your emails and correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI am very sorry to hear about the experience you had at the [redacted] airport regarding our strict minute chepolicy, and for any misinformation you may have been provided regarding available video footageRespectfully, we will not be providing any video footage from that day Boarding PassI understand that being unable to print your boarding pass is frustratingMy research shows they closed the ticket counter right at the minute cut off to help board passengers at the gateAt the time of cut-off our kiosk computer system automatically shuts downAnytime after the cut off our agents are simply unable to print off boarding passesThe website is also unable to show the boarding passes, which is why you received an error messageAirportI know that you checked in very early onlineUnfortunately our kiosk was closed at the time of your attempt to print your paper passWe advise passengers to be at the airport at least hours before departureThis takes into account possible ticket counter or security lines and any other unforeseen issues that ariseFrontier always strives to maintain a timely departure and that is why we cannot stray from our strict chepolicy We can do Better! Your description of the agent being rude and unhelpful is concerning and I can only assure you this is not the type of service we strive to provideI'm sorry that happened to youI see that you were re-booked on the flight the following day and the $change fee was waivedPlease know this is not a standard practice and was a gesture of customer service for your frustrationThanks again for flying Frontier and we hope you'll give us another chance to prove we are capable of better serviceKindly, [redacted]

Hello [redacted] , Once again I would like to thank you for your correspondence as submitted to the Revdex.comI appreciate your patience as well as the opportunity to respond Safety Is Our Priority At Frontier, we are focused on providing a good experience to our customers and I know we failed to meet this commitment during your recent travelsDelays can be frustrating, but safety is our top concern and periodically our flights have to be delayed or cancelled due to this reasonMy research shows that the flight you were scheduled to take on August 4th was delayed due to instruction by Air Traffic ControlPlease accept my apology for the unexpected interruption and any resulting confusion it may have caused Check-InI'm sorry to hear how things turned out when you arrived at our check in counterFrontier has a strict minute cut-off which applies to the originally scheduled flight timeOnce a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageI'm really sorry about any misunderstanding you experienced regarding this policy as a result of the flight delay We Hear You I understand it's frustrating that our counter agent could not accommodate your request for late check-in, and I regret hearing that we were unable to resolve the issue soonerWe take these types of reports seriously and use them as training opportunitiesPlease be assured that I have passed on your experience to our leadership team for consideration Refunds My records show that we were able to reschedule you without additional fees on a flight from [redacted] to [redacted] at 12:AM on August 6thWhile I understand you desired a refund, please know we are unable to process refunds for flown travel We Want To Win You Back That being said, it is important for us to keep good relationships with customers like youIn an effort to prove we can do better, you and Amanda were both issued $vouchers (#xxxxxxxxxxxxxxxx and #xxxxxxxxxxxxxxxx) to use as a discount on a future Frontier flightThese vouchers expire on August 5, 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 Soon!We appreciate your feedback as we are always seeking ways to improve as an airlineI 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 flightI'm confident your next experience with us will be a good one! Regards, Customer Relations Specialist Frontier Airlines [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 within year from date of issue 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.Tell us why here

Tell us why here...Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondAfter reviewing your reservation, I have found that you were refunded the $fee you incurred at the airportYour refund was processed on January 2nd, to a card ending in XXXXPlease be aware that refunds typically take 5-business days to reflect on the respective accountPlease let me know if you need any additional assistance! Regards,Customer Relations SpecialistFrontier Airlines

Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondAfter reviewing your reservation, I found that it has been marked as a chargeback case due to the payment being disputed with your banking instituteAs a result, we can not move forward in resolving this incidentPlease let me know if you have any additional questionsRegards, Customer Relations SpecialistFrontier Airlines

Complaint: [redacted] I am rejecting this response because: This is not an excuse for not having a plane at the airportAfter awaiting days, no employee can advised anything on a flight pr when a plane was coming to [redacted] *** Sincerely, [redacted]

03/29/04:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I'm sorry for any confusion surrounding the reservation you booked on online on March According to your records, you booked flight [redacted] for travel from [redacted] to [redacted] on March 29, a week after the day you arrived to our [redacted] ticket counter The fare you purchased was in the amount of $On March 22, our agent collected an additional $for checked bags and the same day confirm feeThese two amounts totaled $No additional funds were collected for reservation [redacted] We emailed your original itinerary to the email address you provided during booking ( [redacted] on March 18) While I don't have information related to the details of the insurance policy you purchased for flight [redacted] on the 29th, I've provide [redacted] 's contact information below for your convenience TRAVEL INSURANCE Open hours a day / days a week for questions about trip insurance, existing policies, or to start a claim over the phoneTrip Insurance refunds can be requested via [redacted] Frontier's Trip Insurance is sold by [redacted] who will assist with any policy questions We've authorized a full refund to your original form of paymentPlease allow up to days for processing and keep in mind, once the refund has been processed by Frontier, there may still be a few days until the refund will post to your account, depending on your bank's practices In the future, please be sure to review your itinerary immediately after bookingOur agents will be happy to help passengers correct booking errors within hours of purchase We hope to have an opportunity to welcome you on board in the future Kindly, [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/06/02) */ [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns My records indicate you initially filed your complaint with Frontier Airlines on 5/19/ Our agent [redacted] responded to your complaint on 5/25/There have been several additional correspondences between you and [redacted] in regards to this matterShe has advised that she was unable to grant your request for a refundAs is the case with all tickets that have been flown, once a ticket has been utilized, it is not refundable Our compensation is based on a time oriented matrix in relation to the ticket type of each passenger, compensation is not negotiableFrontier Airlines does not issue monetary compensation for delays or cancellationsYou may review our Compensation Chart and our Contract of Carriage at www.flyfrontier.comThis information is available for all passengers to review before purchasing a ticket As previously advised, you were issued compensation in the amount of $for this delayYour compensation will remain in our system for redemption until it expires on 8/15/Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows We hope to have the opportunity to restore your confidence in our serviceThank you for taking the time to write Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear [redacted] Again, thank you for your kind responseI appreciate you taking the time to respond to my complaint with corporate and impersonal company regulations As I told [redacted] I understand now what kind of company I chose to trust with my money and timeIt has been made obvious to me that Frontier Airlines does not care about its' customers at allI would expect that after the horrific experience I had, that Frontier, as a respectable business, would feel obligated to refund my money Like I said, I see now, that I was very wrong about Frontier AirlinesUnfortunately for me, and every other working class American, they only care about one thing: their own profit For this (and other) reasons, I will be making absolutely sure that everyone knows what they're getting with Frontier AirlinesI will be posting my experience and my review on every social media site onlineI want there to be no mistake regarding how Frontier Airlines treats its paying customers Thank you again for your response to my refund requestI will make sure no one else makes the mistake of putting their faith in Frontier Airlines Respectfully, [redacted] Final Business Response / [redacted] (4000, 14, 2015/06/17) */ Dear Ms***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns I sincerely apologize that your travel plans were interruptedIn 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 Frontier is able to provide compensation in the form of travel vouchers as a means to resolve our service issuesAccording to our records, you were issued a $travel voucher as a gesture of our apology for the inconvenience you experienced with our delayed flight In order to ensure that all carriers remain focused on safety, aviation regulations do not require airlines to pay compensation for consequential expenses because of delayed or canceled flightsThis would include such items as hotel accommodations, meals, personal expenses or refunds on tickets that have been usedAlthough we are truly empathetic to your request for a refund of your flown flight, we will be unable to do soWe understand that this may not be the answer you expected, and we are sorry to disappoint you Sincerely, [redacted] Customer Relations Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/06/16) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We are disappointed to hear about the behavior you describe of our Customer Service agentsWe have high expectations of our employees and for training purposes; we have made your comments available to the customer service manager for internal follow up and review I am sorry for the inconvenience that our delay caused you when traveling with usFlight irregularities can be very challengingThe decision to delay or cancel a flight is not an easy oneWe have a team of specialists who continually monitor our entire system and make decisions regarding irregular operationsThey decide the best possible arrangement for all involved, given the circumstancesPlease know, we take great care to operate a safe and on time airline According to our records, Frontier flight #on May 29, was delayed and ultimately cancelled due to a mechanical situationIn 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 When customers experience a cancelled flight, our policy is to protect them on the next available Frontier Airlines flightOccasionally, the next available flight may not be for several days due to availability or flight frequencySometimes our options are limited and do not always satisfy each person's needs In researching, I found your ticket refund was processed on June 1, in the amount of $The refund was issued back to the credit card ending in I regret any difficulties you experienced in attempting to receive your full refund I apologize you were unable to travel as planned and understand how frustrating and disappointing this must have beenAs a gesture of apology, you were issued a $travel voucher on May 29, which can be used toward the purchase of future Frontier Airlines travelVouchers can be redeemed on our website or by calling our Reservations Center at XXX-XXXX-FLY (XXX-XXX-XXXX)To redeem your voucher online, visit www.FLYFRONTIER.com and book your flightOn the "Purchase" page, check mark "Voucher", then click "Lookup" Name: [redacted] Voucher number: XXXXXXXXXXXXXXXXX Full Terms and Conditions are listed below Your continued support is very important to usWe certainly hope to have the opportunity to restore your confidence in our service Sincerely, [redacted] Customer Relations Lead Frontier Airlines ETC Terms and Conditions The Certificate is: Stored in Frontier Airlines database and can be applied towards the purchase of a new ticket for any Frontier flight Valid for months from the date of issue and may not be extended (travel can be as far out as Frontier schedule allows - voucher must be redeemed by expiration date) 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 cash Only one certificate may be redeemed per ticketOnce redeemed the certificate has no residual valueWhen redeeming online, the name on your ETC must exactly match the name on your new reservationThe passenger is responsible for payment of any difference between the value of the certificate and the value of the ticketChanges may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased Other conditions may apply

11/01/08:AM Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We apologize for the delay of your luggage when you travelled with Frontier AirlinesWe apologize for the inconvenience you experienced Our records indicate your luggage has been restored to you at this timeIf you have original receipts for interim clothing and toiletry items purchased during the delay, they may be mailto the following address for our management to processYou may reach our Central Baggage Service office directly: ###-###-####, with any inquiries Frontier Airlines, IncAttn: CBS Tower Road Denver, Colorado 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 At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances Sincerely, ***

Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe understand your frustration regarding your settlement and appreciate the opportunity to address how we came to the final amount In your claim you indicated that you had items missing from your bag Of those items, were not covered under our Contract of Carriage (heartbeat chest strap, digital watch, cell phone armband or prescription cream)The remaining items were considered consumable toiletry items and are covered at 50% of the listed value I hope this explains how we came to our final settlement amount We hope that this incident does not prevent you from flying on Frontier Airlines, and hope to see you again on a future Frontier flight under more pleasant circumstances Respectfully, ***

Initial Business Response / [redacted] (1000, 10, 2015/05/25) */ ***, 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 Upon review of our records, I determined that you filed your original written complaint with Frontier Airlines on 3/6/Our agent [redacted] responded to your complaint on 4/1/We also received an email on 4/27/and it was responded to on 4/27/Our agent advised of our policy and advised a refund could not be issued for the price difference There are only a certain number of seats available for the current prices reflected, and the fare may change as seats are being purchased by other passengersTherefore, our reservation agents are unable to manipulate the system once the seats are no longer available at a displayed priceThe price will no longer be available in their system We apologize that you were unable to receive the sale price on your selected routeUnfortunately, your tickets were purchased before the promotion was offeredFrontier Airlines does not offer a refund for the difference you paid for your tickets when a cheaper price is offered on a route our a third party websiteYour tickets were purchased at the lowest price available at the time of booking Our fares are subject to change at any time (even multiple times in the same day) due to availability, demand, sales, etcYou can sign up to receive alerts for sale fares and promotions at www.flyfrontier.com Thank you for taking the time to writeWe hope to have the opportunity to welcome you aboard future Frontier Airlines flights, under more pleasant circumstances Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because:it’s simply horrible business and an awful representation of a companyAt no point was I ever advised by anyone from Frontier Airlines that because I was flying “non revenue” that myself and my family didn’t matter as consumers or have rightsI’m extremely offended by Frontier Airlines actions and practices and have endured so much mental distress and emotional trauma something legally has to be done Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Frontier asked for more information Here's that info:passenger name as it appears in the travel record: [redacted] *** the six-digit reservation code: [redacted] city pairs: [redacted] *** (round trip) approximate travel dates 10/6/to 10/11/ Sincerely, [redacted] ***

08/31/01:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for contacting us with your concerns regarding our ticket policy I'm sorry to hear about your father's illness as I know how difficult that can be I hope he is doing better 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 occurHowever, in fairness to all customers, it is important for us to remain consistentI'd Like To ExplainTo assure all passengers are treated equally, compensation is issued based on the situation at hand In your situation, I can certainly understand your desire to change your travel plans so that you could visit your father and when travel plans change due to a medical situation, we are happy to accommodate our passenger as best we can But in order to ensure that we are treating all passengers fairly, we do require documentation that supports the passenger's claim to a medical waiver Once we receive that information, we are then able to hold the reservation as a credit which is what we were able to do for you on a previous flight If we do not receive this documentation, we need to be consistent with our policy which says that a change fee of $will be added to the cost of the new flight along with any difference in the fare For your convenience, here is a link to our web site that explains our policies regarding changes in your itinerary Itinerary Changes Our Apologies I would like to apologize for the manner in which your concerns were handled by our staff While they do have to ensure that Frontier complies with its policies, they could have handled your situation with more compassion and understanding and I'm sorry for that For Future Frontier FlightsI was thinking what might be helpful considering what's going on with your father and the possibility that you might need to make unplanned changes in your travel arrangements, you might want to consider purchasing The Works on future flights This bundles extra services such as bags and seats, in one low price, and is the only way to get full re fundability of tickets after hoursThe Works can only be purchased at the time of booking but it's a great way to save in the future and gives you the flexibility you may need Although I realize this is not the answer you were hoping for, I hope you understand and that you will give us another chance to be a part of your travel plans Kind regards, [redacted] Customer Relations Frontier Airlines

Response Email 03/09/10:AM Dear MrXXXXXXX, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns I understand 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 You were notified as soon as the schedule change was made to the flightsAll passengers are notified at this timeUnfortunately, you had just bookedYou would not be able to see the flights online as they are no longer available Respectfully, we understand the new time may not work for your schedule so a full refund is providedWe hope you will use the vouchers and allow us another opportunity to restore your confidence in our service Sincerely, Customer Relations Advocate Frontier Airlines

[redacted] I am rejecting this response because:It was an errorRecords show a simple error that should be understood Sincerely, [redacted] ***

01/11/03:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.I apologize for your disappointment in Frontier's pricing policy.Optional Travel ServicesI can imagine your frustration when you were advised that here at Frontier, we charge for optional travel services such as carrying on a bag and I understandAt Frontier, we know that above all else, our customers want low fares and our focus is to provide the lowest fares that get you from point A to point BSelling tickets at prices as low as ours and then charging for options, allows customers to fully customize their travel experience.Explanation of FeesCARBAGS - You are always welcome to board with one free personal item, to go under the seat in frontThink backpack, laptop, purseThis item cannot exceed 8"x18"x14"It is Frontier's policy to charge a fee for larger bags going into the overhead bin.Total DisclosureWe work hard to ensure everyone knows what to expect before making their purchase with usWhen booking directly at Frontier Airlines we fully disclose our fees via multiple pop ups that inform guests of all anticipated costs before getting to the payment pageI'm sorry you did not have the opportunity to review expected fees before making your purchase at Vegas com.Third Party BookingWe have fully disclosed our pricing structure to all third party agencies and while they are required to share this information during the booking process, often times its not as clear as it is on our websiteVisit Frontier for the most up-to-date and accurate policies.We Hear YouWe are constantly reviewing our fares, along with our competitors, and have found the fares we offer are typically the lowest amongst our competitors in the markets we serve, even with added feesNevertheless, I understand where you're coming from and I'll share your concerns with our Marketing team I apologize for the inconsistencies of our stations if you weren't charged for your baggage in [redacted] , they should have charged you the appropriate feesI'm unable to refund the $checked baggage fees each passenger was charged in [redacted] as the agent charged you correctly.Come Back SoonKeep in mind that Frontier is able to offer such low fares by charging for certain optional components of the travel experienceI know it seems odd, but by doing so, we can continue to offer very economical fare levels that allow our customers to travel more often.Next time, you might consider one of our bundled packages, The Works and The PerksEach option bundles extra services such as bags and seats, in one low price.Thank you for contacting us about your experienceWe are growing incredibly fast and it's feedback like this that help us identify areas to review furtherKindly, [redacted] Frontier Airlines