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

11/17/07:AM Dear [redacted] ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We have attempted to contact you regarding your complaint by leaving voice mails for you to call us As of today, November 17, we have not received any response Please contact me at ###-###-####, Sunday through Thursday, between am and pm (Mountain Time) for us to discuss your complaint Thank you, [redacted] Central Baggage Supervisor Frontier Airlines Phone: ###-###-#### Phone: ###-###-####

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

02/25/02:PM [redacted] I was just contacted and I sincerely apologize for the delay in updating your accountI was told by our liaison she had received notification from [redacted] regarding your account but because of the volume she has working in the order received, she had not updated your accountPlease check your account, it has been updated [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns First, I would like to sincerely apologize for the unpleasant experience you and your party had with us when flight was cancelled on May 31stMy research indicates that flight was delayed and eventually cancelled due to severe weather that affected the aircraft earlier in the day causing our flight crew to run out of working hours that is regulated by the FAAAs you can imagine, flight 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 airlineIt is never our intention to disappoint passengers Nevertheless, this does not excuse the behavior you described of our staff during this situationWe are committed to providing our passengers with a pleasant and enjoyable flight experience and regret that we fell short of thisWe have high expectations of our employees and are disappointed with the behavior you described of our airport and phone agentsI especially apologize that the agents were giving you different reasons as to why he flight was delayed and then cancelledWe do our best to provide our staff with frequent and accurate information regarding flight disruptions so they can inform our passengers appropriatelyFor training purposes, I have logged your comments and feedback regarding these agentsThis feedback will be reviewed internally and put up for future consideration Respectfully, we will not be able to provide you and your party with a refund of the Frontier Airlines reservations as all the segments in your reservations were flown and non-refundableAlso, due to fact that this cancellation was cause by an uncontrollable situation, we will not be able to provide you with reimbursement for the transportation or hotelHowever, if you had any meal expenses that were not covered by station vouchers, I would be happy to review those for reimbursement Normally, during uncontrollable situations, we do not provide compensationHowever, as a customer service gesture for the way this situation was handled by our airport staff and phone agents, I have issued electronic vouchers in the amount of $each, which provides a discount on your next Frontier Airlines flight To redeem your electronic vouchers, visit www.FlyFrontier.com and book your flightOn the "Purchase" page, select "Voucher", then enter the following voucher numbers: [redacted] - XXXXXXXXXXXXXXXXX, [redacted] - XXXXXXXXXXXXXXXXX, [redacted] - XXXXXXXXXXXXXXXXX, [redacted] - XXXXXXXXXXXXXXXXXThese vouchers must be redeemed by September 17, 2015, but travel may be booked out as far as Frontier's schedule allows Once again, I apologize for the unpleasant experience you and your party had with usAs Frontier employees, we care about our customers and want you to choose our airline with confidenceWe're continually seeking and implementing ways to improve our service, and your feedback helps us continue this processWe hope to have the opportunity to restore your confidence in our service onboard a future flight Kindly, [redacted] Frontier Airlines Customer Relations Lead [redacted] Terms and Conditions for Electronic Travel Certificates: -The passenger [redacted] responsible for payment of any difference between the value of the certificate and the value of the ticket -Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased -Valid for months from the date of issue and may not be extended -Nontransferable; may only be redeemed in the name of the passenger [redacted] 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 Other conditions may apply If you have any questions please call Frontier Reservations at X- XXX-XXX-XXXX

Response Email 11/12/11:AM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Change And Cancellation Fees When a customer books a flight through us, there are only ways to receive a refund for your flightThe first way to receive the refund would be to call within hours of booking your flight and we can cancel the ticketThe other way to cancel flights without a fee is to purchase The Works at the time of booking What I Can Do I understand that you were not making changes to your flight and you were booking tickets to be able to adjust your return dateWhile I cannot issue you a refund for the $197, I have created a credit shell in the amount of $for you to use at a future date Credit Shell To 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:( [redacted] ), and this email address: [redacted] [redacted] If applicable, a credit card will be required for any residual value Visit Us Soon I hope that you will be able to use this credit on a future tripWe look forward to the opportunity to serve you again aboard Frontier Airlines Kindly, Customer Relations Specialist Frontier Airlines

Response Email 04/14/01:PM Hello [redacted] , We have received your correspondence/communication with the Revdex.com Regarding reimbursement, if you could reply with the receipts again, this would be very helpfulThe PDF files I received have several blank pages, and the pictures are cut offI am currently unable to process themHowever, if you could send them in again perhaps with a different format, I can see about potential reimbursement Regarding the voucher, I have reissued the $voucher (XXXXXXXXXXXXXXXXXXX) and extended it for a year until 4/14/This is the maximum amount and extension of vouchers available Regards,Customer Relations SpecialistFrontier Airlines

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 meAlthough my husband and I both attempted to check in on our mobile devices (well over two hours before the flight took-off but couldn't because the Frontier system was down), I will accept the credit for the tickets as it's the ethical thing to doYour system was down Frontier, causing us to miss the flight Sincerely, [redacted]

09/16/02:PMHello ***, Thank you for contacting us regarding your experience with Frontier when you wanted to change your flight due to a family issueOur PolicyI know that you were frustrated with the fees we charge and I am sorry for that but I'm hoping I can explainIf you need to change your itinerary prior to the day of travel (date changes or city changes) you may do so but you must pay the difference between the fare already paid and any difference in fare and/or option prices, as well as a non-refundable change fee of $per personYou mentioned that the fare on the new date was less than the original date so in that case you will pay the lower fare plus the $change fee per personThe Works I was thinking that the next time you book a flight with us, you might want to consider purchasing The Works, which bundles extra services such as bags and seats, in one low price, and is the only way to get full refundability of tickets after hours and there is no change feeThe Works can only be purchased at the time of booking but it's a great way to save in the future and it gives you the flexibility you might need in the event that something unexpected were to occurWe Can Do BetterPlease accept my apology for the difficulty you had on the phone with the Frontier representativeYour description of your experience is concerning and I can only assure you this is not the type of service we strive to provideI'm sorry this happened to youPlease accept these $vouchers for you and your party as a token of apology for this incidentYou can use these vouchers on any future frontier flight and while they must be redeemed prior to their expiration dates, you can actually fly as far out as Frontier's schedule allowsAgain, I'm so sorry for your experience and I hope you will use these vouchers on a future flight with Frontier under better circumstancesAnd ***, thank you for your serviceBest regards, [redacted] Customer RelationsFrontier Airlines

Response Channel: EmailEmail 11/04/04:PMHello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Customer Care Feedback like yours allows us to better identify areas needing improvement and I appreciate the time you have taken to help us outI will log your concerns about our website with our management team We Hear You Frontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated Your Refund I apologize for the situation surrounding your flight cancellationIt's really unfortunate that happenedI'd like to offer you a refund in the amount of $The cancellation fee was never charged to your cardPlease note that once the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practicesI show the credit card used to make the purchase ended in XXXX Come Back Soon We appreciate your feedback as we are always seeking ways to improve as an airlineI'm confident your next experience with us will be a good one! Regards, Customer Relations Specialist Frontier Airlines

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Booking Status On November 14, a booking for you was placed on hold awaiting paymentThe booking was removed hours after it was placed on hold because there was no paymentThe booking made on December 4, was the only booking we received payment for Third Party Booking I do see that your first booking was made with a [redacted] agencyWhen booking directly with Frontier, we can assure you a smooth booking processHowever, when booking with a third party, sometimes there can be glitches and the information is not relayed correctlyI apologize for any ***onvenience this may have caused I would advise contacting the third party agency regarding any type of refund as we never received payment for the first booking Visit Us Again I apologize for the confusion with your booking and hope that this experience does not deter you from flying with us againI wish you safe [redacted] s on your upcoming flight! Regards, Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because: I was not offered any type of refund and I specifically stated that I would NOT accept airline credit through FrontierI do not feel heard, validated, or respected in Frontier Airlines responseAgain, I am requesting a full refund of my flight and my daughters flight Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsI'm sorry for any frustration that was caused when trying to reach our Customer Relations DepartmentAccording to our records on April Customer Relations Specialist Yolanda responded to your email complaint We have verified your voucher in the system and it expired on January 14, At the time your voucher was issued they were valid for six monthsCurrently, vouchers are valid for three months In fairness to all customers, it is important for us to be consistent when it comes to policyAs a result, your voucher cannot be extended We appreciate you taking the time to write and regret any disappointment that was causedWe hope to have the ability to welcome you on board in the future Sincerely, [redacted] Frontier Airlines Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The justification of "In fairness to all customers" is the problem hereThe reality is that Frontier's policy is unfair to all customers if Frontier Airlines continues to hide the key piece of information from their customers at the time of negotiating to give up their seat, that the voucher will expire in such a short amount of timemonths was bad enough, but months is horrible Final Business Response / [redacted] (4000, 13, 2015/06/17) */ Dear Mr***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns According to our records, an exception was made on [redacted] 28, to extend an expired voucher in the amount of as a goodwill gesture In researching, you made a reservation [redacted] and it was ticketed on [redacted] 5, A $voucher was applied to this reservation Per our Voucher Terms and Conditions only one certificate may be redeemed per ticketIn addition, our policy indicates that a voucher cannot be applied to an existing reservationTherefore, we are unable to apply the $voucher to your reservation code [redacted] We understand that this may not be the answer you expected, and we are sorry to disappoint you Sincerely, [redacted] Customer Relations Frontier Airlines Final Consumer Response / [redacted] (4200, 15, 2015/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept this as a proposed resolution because it doesn't resolve anything and this response from Frontier doesn't even provide a partial resolutionIf this is truly a matter of only allowing one voucher, then Frontier could have applied the $voucher instead of the $voucher, but instead Frontier is using this as another excuse to stall and avoid doing the right thing

08/04/03:PM Hello [redacted] Thank you for contacting Frontier Airlines We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Our Apologies My records indicate that you arrived at the reservation counter at the airport minutes before your flight Frontier has a strict minute checut offOnce a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageIf 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-refundableI can see that our agent at the counter waived the $change fee, as well as the fare different on the next available flight.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 manner Be assured we have forwarded your input for Management review We thank you for your patience Kindly, [redacted] Customer Service Frontier Airlines

2/24/01:PM ***, We have received your rebuttal as submitted to the Revdex.com and are disappointed that you are not satisfied with our position in this matterAll passengers are welcome to board with one free personal item, to go underneath the seat in front of themIt is Frontier's policy to charge a fee for any additional bags, or for any bag that exceeds our size limitsI apologize for the inconsistencies you described and I have notified our Milwaukee leadership teamThey will follow up with this valuable training opportunity as it is important that we remain consistent throughout all our airport stationsWe are not refunding the carfee, however [redacted] did provide [redacted] a $voucher, as a customer service gestureShould you reconsider, the voucher will remain in our system for redemption until 5-22-Kind regards, ***Frontier AirlinesCustomer Relations Leadership

Initial Business Response / [redacted] (1000, 6, 2015/09/09) */ Dear [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns On behalf of Frontier Airlines, please accept our sincere apologies for any inconvenience your wife [redacted] experienced due to our minute flight delay on July As you can imagine, flight 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 that it is never our intention to disappoint our passengers During times when we are experiencing delays due to mechanical related issuesFrontier Airlines compensate passengers, as your wife was compensated $100, which is our maximum compensation Please accept our sincere apology in which we are unable to grant your request [redacted] took her flight, we so not refund used flightsWe regret that you feel this is not enough, and we apologize for any frustration this may have caused *** We hope you understand that safety for our passengers and crew is always our number one priority and 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

Complaint: [redacted] I am rejecting this response because: I still feel as if your business has not satisfied my concernsWe were locked in an airport for hours with nothing to eat nor drinkThere was no service to us nor the other passengers on our plane we were left to fend for ourselvesYou're only compensation is a gift certificate for a future flight that I don't even plan on never taking with your company againI would like reimbursement for my hotel fees for the missed night that I did not get, as well as the cost that I had getting food in [redacted] that I should never have had to pay for Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I find the assumption that my troubles that day are worth only dollars in airline credit to be personally insulting I was late to an important fundraiser of which I was one of the main presenters It was professionally and personally embarrassingSecondly, there is no way I'm going to do business with Frontier Airlines ever again I know that the company is on the rocks, with their Head of Customer Relations resigning in the past week or so I'm sure I'm not the only person who was inconvenienced but I will not be condescended to Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We sincerely apologize for any items that were missing from your luggage when you arrived in FtMyers on May 19thOur Central Baggage Supervisor has reached out to you on both phone numbers she could locate for you without successPlease call us back at your earliest convenience at XXX-XXX-XXXX Monday-Friday 7:am-4:pm Mountain time We look forward to assisting you resolve your baggage issue Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Dear Mr [redacted] , We have received your 3rd rebuttal as submitted to the Revdex.comI'm sorry your not happy with my replyWe do not refund used tickets, we provided you a $voucher as a customer service voucher and no additional compensation will be providedI understand you are not pleased with Frontier [redacted] and you will now be using [redacted] We wish you wellRegards, [redacted] Customer Relations Specialist Frontier [redacted]