Frontier Airlines

12/28/12:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur Apologies On behalf of all of us at Frontier, please accept my apologies for the cancellation of Flight on December 18th and the resulting inconveniences it caused you As you probably know, on the weekend of your flight, winter storms hit the Rocky Mountain and Midwestern areas of the country, resulting in major disruptions to all airline operationsUnfortunately, your flight was cancelled due to this bad weatherThe decision to cancel a flight is never easily made because we appreciate the disruption it causes to our passengers Customer Care It's never out intention to be insensitive to our customers when their travel plans are disruptedUnfortunately, we are simply limited in our capacity to provide additional accommodations to passengers in uncontrollable weather situations Per our Contract of Carriage, we are able to offer our customers the option of either being rebooked on the first available flight or a complete refund of the untravelled portion of their tripMy research shows that a full refund of the purchase price for your reservation was processed on December 23rd In accordance with this, I am respectfully declining your request for reimbursement of the ticket you purchased on another airline, as well as for the external expenses incurred for hotel accommodations, meals, and gas However, it's important for us to keep good relationships with our customersAs a one-time customer service gesture, please accept this $voucher towards future travel with us - [redacted] The voucher must be redeemed by March 27, 2017, but you do not have to travel within this time frameFuture travel may be booked out as far as Frontier's schedule allows (see instructions below) We Can Do Better! I assure you that this experience wasn't typical of the standards we strive to maintain for our customersI hope you'll take advantage of your electronic travel vouchers to provide us the opportunity to regain your confidence in our airlineWe look forward to serving you better on your next Frontier flight! Sincerely, [redacted] Customer Relations Frontier Airlines

01/04/10:AM Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI've reviewed your photos and unfortunately, the damage you are claiming is not covered under Section of our Contract of CarriageTherefore, we will not be able to accommodate your request for compensation and/or repairs to your luggage, [redacted] , and *** It 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 Should you have further questions and/or concerns, please feel free to contact Central Baggage at [redacted] Sincerely, ***

01/20/03:PM Hi [redacted] , It was really good talking with you on the phone, I am glad I calledI do apologize again for the poor customer service you receivedI have sent a note on to management abou your experience Your Vouchers I have issued the two new $ vouchersI have listed all your voucher information below: All the vouchers expire on 04/19/17, but you do not need to fly by this date [redacted] Finley $ # [redacted] $ # [redacted] Jazmine Grier $# [redacted] $ # [redacted] Thank you for being so understandingI hope you enjoy the weekend! [redacted] , [redacted] Frontier Airlines 01/20/02:PM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Schedule Changes Every airline has schedule changesThis is airline operationsWe do try to minimize these as much as possible of courseI regret that your schedule change was inconvenient for you Our Regrets 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 consistent Our Customer Service [redacted] , Frontier has several layers of customer serviceWhen you call in your call goes to reservationsThey are very limited in what they can do for youWhen you ask for a manager, they transfer you to usI am sorry, that no one was available when you called When you email, you contact Customer RelationsAs a CR agent, I have much greater access to our various systems and much greater leeway to offer compensationMy job is to actually be your advocate and try to make thing right when things go wrong Our Records I am sorry, our system notes do not indicate any voucher offerI do have a note that you called in on 1/19/and was offered to be moved to another flight or be given a refundThe flight offered was not ok so a refund was givenThe caller asked for reimbursement of your fare booked on other airline and was told we could not do thatThe caller then advised they would contact the Revdex.com Our Resolution [redacted] , to make sure I wasn't missing anything I went to the department head and had them review this incidentShe confirmed that the maximum we can offer you is the $voucher I do hope you will use your vouchers and give us another try! Kind Regards, [redacted] Frontier Airlines

01/04/02:PM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe 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 scanned and sent to [redacted] for our management to processYou may reach our Central Baggage Service office directly: [redacted] , 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 At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances Sincerely, ***

Initial Business Response / [redacted] (1000, 5, 2015/06/03) */ [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns My records indicate you originally filed a complaint with Frontier Airlines on 5/19/Our agent [redacted] responded to your complaint on 5/20/She advised "The reservation has already been set up for a full refund including the $booking fee." Please allow 7-business days for processing, and 1-billing cycles for the money to return back to the original form of payment We hope to welcome you onboard a future Frontier Airlines flight Sincerely, [redacted] Frontier Airlines Customer Relations

1/05/05:PM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns We Here You I really understand that you are upset with us and I apologize again for your past experienceWe never want one of our passengers to be disgusted with the service they receivedWe are working hard to insure a situation like this does not happen again in the future We want to win you back!Please know that we do value you as a customerIn an effort to make things right, you were issued a Frontier voucher ( [redacted] ) in the amount of $to use towards future Frontier travelYour voucher expires on April-5-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 Thank you again for contacting us about your recent experienceI recognize my response to you 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, [redacted] Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns I'm sorry you were unable to make your flightIf you are not able to check in online you would need to check in at the airportWe recommend passengers arrive hours before scheduled departure, as Frontier has a strict minute checut offOnce a flight is closed kiosks will not print and our agents are unable to reopen the flight to print passes or check in baggageThis is why you were unable to print your boarding pass at the kioskIf a flight is missed, passengers are offered the next available Frontier flight with open seatsA fee is then collected based on ticket type, which is non-refundableIf you choose not to travel at that time the unused flight can be left open as a credit to be used one year from the date of issue less any change fee and fare difference While 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 mannerWe have high expectations of our employees and are disappointed with the lack of explanation and assistance after being told the flight was missedFor training purposes; we have made your comments available to the station manager In reviewing it appears your tickets for the return have been marked used due to "No Show"Once a ticket is marked used it is unable to be reopenedI have issued you and Sierra a voucher in the amount of $each to be applied to a new reservationThis is the $fare less the $change fee per personThe vouchers are valid until March 24, 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] XXXXXXXXXXXXXXXXX [redacted] Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedbackThank you for taking the time to write Kindly, [redacted] Customer Relations Specialist Frontier Airlines [redacted] Electronic Vouchers: A few more things to know about the voucher: It's not redeemable for cash It's valid until the March 24, date of issue and may not be extended It may not cover the entire value of the purchase It may be used only once, so there will be no remaining value after redemption It's not transferable and may only be redeemed in the name of the passenger [redacted] whom it was issuedThe name on the new reservation must match the old reservation exactly It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges

10/27/04:PM Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns My records indicate that we did receive a call on 10/18/at 12:PM asking for a name change because the wrong name was accidentally entered when booking the reservationWe also have notes explaining that our agent informed the passenger that there was a name change fee of $Our agent made sure to go over the information and there was also a date of birth change We apologized, we unfortunately are not able to refund the $name change feeThank you for your patience Kindly, [redacted] Customer ServiceFrontier Airlines

This response almost mirrors the initial response I received from Frontier Airlines and appears to be a form letter up through the last paragraph which addresses my voucherI made it clear in both my original email to Frontier Airlines and in my initial complaint with the Revdex.com that I had/have no interest in a voucher from Frontier as that does not compensate me for the flight I had to purchase due to their incompetence when dealing with a delayed flight and their inability to provide me with an accurate timetable indicating my return to SFO when my flight was continuously delayedDue to their poor service at the airport, on the phone, and via email correspondence, they have given me no reason to believe they can provide better service so there would be no reason to subject myself to this sort of heinous experience in the future

01/11/02:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Apologies Thank you for contacting us and we apologize for the delay in our responseFirst, I just want to say on behalf of Frontier, we are sorryAt Frontier, we are focused on providing a good experience to our customers and we know we failed to meet this commitment to you on flight [redacted] from [redacted] .On December 17, we faced severe weather across the **, especially in [redacted] Although the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several daysWe know you were counting on us and we take letting you down very seriouslyPlease be assured that we are working swiftly, at the highest levels in our organization, to ensure that, in the future, we make good on our commitment to provide a seamless flight experience.Your RefundMy research shows that a refund in the amount of $was issued to your travel agency's card ending in [redacted] on January 5thYour travel agency should be able to validate that this has been issued and is now responsible for returning this money to youIn addition, a refund of $was issued to [redacted] 's card ending in [redacted] on January 5thYour bank should be able to validate that this has been issued What I Can Do 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 describedHowever, we’d like to offer you each vouchers for $to win your confidence with us backEach member of your party may use their voucher towards future Frontier travelYour vouchers expire on March 21, 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] Come Back Soon Thank you again for contacting us about your recent experienceI recognize my response to you does not change the time lost and inconvenience you've experienced, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one.Regards,***Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/10/18) */ Dear Ms [redacted] , 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 We advise this while making your reservation as well as in your emailed receipt, plus we send you a reminder email the day before departureWe understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure 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

08/21/03:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Your Reservation I'm very sorry to hear about your recent travel experience with usI see that you selected to sit in stretch seats in row one of the aircraft on May 17thOur records indicate that on August 3rd at 8:30pm eastern time, someone on the itinerary went and assigned everyone seats, 40B for you, 40A for [redacted] , and 39F for ***As you mentioned, you were then moved to seat 8F by one of our reservations agents after calling inShortly after calling in, you were moved again to seat 2B, which is a stretch seat Our records indicate that your party boarded the aircraft and [redacted] had seat 40E, you had 2B, and [redacted] had 40FI apologize that you did not sit in the stretch seat that you desiredSince you did not sit in the seat that you paid for, you are due a refund in the amount of $Payment records show that a refund of $was issued to your card ending in on August 3rdThe residual amount that you are due, $29, has been refunded to the same cardPlease allow five to seven business days for the money to arrive in your account Seats When customers do not want to pay to select a seat, they will be assigned one when they check in for their flightWe try to keep parties together, but the only way to ensure that your party is seated together is to purchase seats before departure either online or during the cheprocessI apologize that your party was split up on your flights Arrival I see that your flight from Orlando arrived in Denver at 11:18, as you mentionedAfter a wait of minutes, the aircraft arrived at the gateI apologize for the unexpected delay in Denver and for the wait for baggage Compensation As a gesture of apology for the overall experience your party has been issued $vouchersPlease note that these vouchers must be redeemed by November 18th, 2016, but travel may commence as far out as our schedule allows [redacted] Once again, I sincerely apologize for your overall travel experience with usWe hope to welcome you all on a future Frontier flight again soon Respectfully, [redacted] Customer Relations Frontier Airlines

11/07/06:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondChecked Baggage We understand that it can be frustrating to purchase baggage and later decide to not bring baggage only to find out that the baggage fee is non-refundableThis information is available on our baggage page in the checked baggage sectionI apologize for any inconvenience this may cause Thank you for choosing Frontier for your travel needsWe hope we have the privilege of welcoming you on a future Frontier flight soon Kindly, [redacted] Customer Relations Frontier Airlines

Dear [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Our records indicate you made your reservation on our web siteThere are pop ups advising of checked and carry on bag feesWe also advise this information on your receipt we send out, on your flight reminder we send out the day before you flight as well as it being on our web site : https://www.flyfrontier.com/travel-information/baggage/ I'm sorry we're unable to honor your requestWe hope that you will choose to fly with us again Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because:We were forced to buy one-way tickets from [redacted] for over $ Sincerely, [redacted]

We arrived with ample time but had to wait on a very long line Their customer service is the worst and they do not care for the consumer they have done nothing to try and make this right or the abuse we suffered from the employees at Trenton airport Thanks

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Dear Ms [redacted] , We have received your correspondence as submitted to the [redacted] and appreciate the opportunity to address your concerns [redacted] Airlines offers "Low Fares Done Right" in all of our marketsFares are subject to changeWe do not adjust the purchase price on non-refundable tickets should there be an increase or decrease after the reservation is confirmedTerms and conditions are agreed to at the time purchaseAn adjustment to your fare and waiver of change fee would not be provided Sincerely, [redacted] Specialist [redacted] Airlines Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not provide any new information, just that they won't adjust my fare since it against their policy Final Business Response / [redacted] (4000, 9, 2015/08/10) */ Dear Ms [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns In regards to any new information, we do remain consistent with our policies to be fair to all our customers and do not price match after purchaseTo make a change to the Economy fare purchased the change fee would applyI'm sorry your disappointed with the policy Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

01/18/12:PM , Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We apologize for the damage to your bag and the inconvenience that you experienced We understand your frustration and have reached out to the [redacted] airport for the status of this claim We have been advised that a $check was issued yesterday 1/17/and was mailed out to the [redacted] address We sincerely hope that this experience does not prevent you from flying with us again and we hope to see you on a future Frontier flight under more pleasant circumstances Respectfully, ***

***, Our Leadership team has reviewed your incident and as a gesture of apology a $voucher has been issued to you, which provides a discount on your next Frontier Airlines flight Frontier does have the right to change it's flight schedule without prior notice to the customerWe are not excusing the inconvenience and frustration this causes our customers but this is an acceptable policy in which we will do our best to remedy the situation with re-accommodation the day before or the day after on a Frontier Airlines flight or issue a refund To redeem your voucher, visit www.flyfrontier.com (http://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] This voucher must be redeemed by March 20, 2016, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows [redacted] Electronic Vouchers: Are not redeemable for cash Must be booked within days from date of issue Note: There are no restrictions on travel date Are one-time use, meaning there will be no remaining value after redemption May not cover the entire value of the purchaseAny remaining balance due must be paid by the customer Are 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 May not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges

Complaint: [redacted] I am rejecting this response because:Can you forward this to upper management CEO? I want to here from someone else before we go to a mediator Sorry, my answer and response is the same I strongly believe a court will find your policy unjustifiable and that you are taking advantage of consumers Many times in history we've seen corporations policy change by consumers advocates And I will keep the fight up and don't think a reasonable management team really wants the bad publicity and loss business over the small amount Is $you took from me for providing o service really going to affect your bottom line? So, please forward to upper management I want to hear another response from some one else other then from you Sincerely, [redacted]