Frontier Airlines

02/23/2016 04:47 PM Mr. and Mrs. [redacted] , We have received your rebuttal as submitted to the RevDex.com and appreciate the opportunity to further address your concerns.Thank you for letting us know that you were in contact with [redacted] from our Reservation Department. He verified that a refund via check was authorized. We regret that you did not receive the check within the timeframe [redacted] indicated. We've stopped payment on the original check and a second one was issued and sent with expedited delivery. Sincerely, ***Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/05/05) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We strive to complete schedule changes as far as possible in advance as to allow enough time to advise our passengers who have already made reservations for the affected flightsWhen reservations are made in advance it's possible that multiple schedule changes can occur before the actual travel date When we have to change a flight, please know it is because we have exhausted every other option, and that this decision was made as a last resortAlthough we always strive to maintain our schedule, there are situations where flights may have to be changed, despite our best effortsWe sincerely apologize for any inconvenience this may have caused If the schedule change is unacceptable to the customer we will provide a full refund, just as we did with youRegrettably, we do not provided additional compensation due to schedule changesPlease review our Contract of Carriage regarding schedule changes at www.Flyfrontier.com We hope to have the privilege of serving your future travel needs, under more pleasant circumstances Regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although I recognize Frontier's response, and their willingness to refund my ticket (thank you), it does not satisfy or resolve the issues created It is mainly the difference in cost from their ticket to another airlineThis cost was over $I did not request damages, but only what is fair and lost It does not satisfy their failing to maintain typically industry standards, and as a result cause significant cost to their customerTheir leaning on an ambiguous term, such as "change" should be future definedWhen is a change so significant that it is no longer a change, but a different agreement? The fact that Frontier changed dates should be considered a different agreementSince no notification was made their lack of action caused significant damagesThese damages were in an amount exceeding $for the groupThere is also a significant amount of time lost, and stress created on relationships and meI encouraged others to arrange the same flight to Cancun via FrontierAs a result of my trust that Frontier would fulfill their agreed schedule they are out of pocketThey also lost the opportunity to procure a cheaper flight that to this date has not changeFor instance the one made by *** When making a purchase it is not reasonable for Frontier to suggest or expect a customer to plan for a date changeFrontier advertised suggested times and dates to meet a customer's needThe customer then makes decision based on their word and our agreementThe best opportunity to consider and make every effort is before a flight is advertisedBased on the typical purchase exchanges (solicit, offer, accept and consideration) a contract is madeAlthough their terms may suggest their right to make changes and for the customer to receive a refund it is not reasonable to expect a customer to routinely check back to determine if the original agreed purchase was changedI came across the change when developing an itinerary for our group of This is not an industry standard or typicalFrontier's efforts to "strive", "exhaust every option" and to say "we sincerely apologize" are nice words, but do not account for their failing to conduct common courtesies, or recognize the devastating feeling, the cost or disappointment when a planned trip no longer includes your favorite restaurant, you spending a few more hours with a loved one that you miss so much, leaving someone alone in a foreign country, the absorbent amount of time spent on planning that now requires more planning etcIn some cases adjustments are made easily and in other cases they are notMore and more companies require multiple calls to first make a request and then a call back for approval or verification that the request was processed Their reply does not account for the total hours spent on holdThis is amount of time is not reasonable and something I will never get back I believe in fairness and being reasonable, Frontier should have made agreements with another airline to meet the originally agreed schedule, or Frontier should reimburse for the difference between their flight cost and the cost on another airlineIn this case the amount would be Final Business Response / [redacted] (4000, 9, 2015/05/25) */ [redacted] , We have received your rebuttal as submitted to the Revdex.com I'm sorry that you feel our resolution does not resolve the issueIt is never our intention to disappoint our passengersWhile we always strive to maintain schedule consistency, there are situations where changes are necessary despite our best effortsWe don't provide compensation for schedule changesHowever, we sincerely regret any inconvenience this may have caused you My records indicate on 4/21/we issued a full refund for your reservation to your credit card ending in If you have not received this refund, please contact your credit card companyWe do understand that you are not satisfied with this outcome and your complaint has been filedHowever, we must be consistent with our policies to be fair to all passengers Thank you for taking the time to share your feedback it has been logged and is available for management review We hope to have the opportunity to restore your confidence in our service on a future flight Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/05/28) */ [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns I have reviewed your reservation, and determined that you originally booked your ticket on December 25, You were originally scheduled to fly May 16-23, Regrettably, Frontier had a schedule change, and attempted to provide you with an alternate flight to your destination a day after your original schedule Please accept our sincere apologies for the inconvenience our schedule change has cause youWhen a schedule change occurs, our system automatically makes a change from the original flight to the closest flight time that is availableWe notify all passengers who booked through Frontier Reservations or on FlyFrontier.com within hours of a schedule changeIf a passenger books through a third party, we notify the third party of the change and they are responsible for notifying their passengersI apologize if this did not happen in your caseHowever, Frontier notified the third party of this change on 2/22/ I apologize for the inconvenience our schedule change has caused youAlthough schedule adjustments are a necessary part of air travel, we know they create challenges for our passengersUnfortunately, the change does not always accommodate every passengers schedule, which is why we give advance notice, and if necessary provide a refund if the new flight are not acceptable to the passenger Regrettably, we do not compensate for schedule changes as they are a part of air travel and you are given advanced noticePlease know that no decision is made without first thinking about the impact to our loyal customers Your feedback is important to us, and your comments have been forwarded to management Kind Regards, [redacted] Customer Relations Specialist Frontier Airlines

Dear Mr [redacted] , Thank you for contacting Frontier AirlinesThis is to acknowledge receipt of your Revdex.com (Revdex.com) complaint regarding baggageCentral Baggage Service has been asked to respond to your inquiry and this is a follto our call and message to you, todayOur records indicate you have been in contact with Frontier’s Central Baggage Service regarding your missing bag from travel with Frontier Airlines on December 14th, 2015, Orlando to Portland, via DenverWe apologize for the inconvenience you are experiencingWe continue to trace for your bag and will contact you with any possible matches foundWe have also forwarded your concern to our Dallas office and will contact you with any updates we receiveReceipts for interim clothing or toiletry items purchased during the initial tracing may be submitted to Frontier’s Portland office for processingFor your reference, the direct number to reach the Portland office is: ###-###-####We also note your advisement that you have not yet received the claim forms Central Baggage previously sent out to you: We have attached another set to this email for your conveniencePlease print, complete and submit the forms at your earliest opportunity and within days, if possibleOnce received, we will update the tracer on your bag to assist with the tracingPlease contact Central Baggage with any questions on: ###-###-####Our records further indicate the baggage fee you paid to check the bag was requested for a refund on December 16th, The refund goes back to the original form of payment, credit card ending ***Credit card refunds are processed within days of request, then please allow time for your credit card company to apply the credit to your accountAt Frontier Airlines, we do appreciate your business and we look forward to resolving your claim with youSincerely, [redacted] Frontier Airlines, IncCentral Baggage Service [redacted]

Complaint: [redacted] I am rejecting this response because I had called Frontier Airlines when making the reservation When I spoke with their representative they said I wouldn't be charged for the service of making the reservation Originally I tried to make the reservation on-line, but their website kept freezing and wouldn't let you continue to purchase tickets The fee charged was $and was deducted from the same account and same day/time as Frontier Frontier is claiming that this $was from a 3rd Party that was not affiliated with Frontier I find that hard to believe.Frontier Airlines has a lot of shady business ethics and I'm very displeased with the way they continue to run their business Also, the tickets that are supposed to benefit [redacted] are useless I emailed the frontier rep and told her that [redacted] couldn't travel before She said the tickets were good until 2018, but in writing it shows My credit card was used in the purchase, so either [redacted] or I should be able to use the comp if needed I'm very unhappy with the results Sincerely, [redacted]

Response Email 11/10/07:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Our ApologiesI'm really sorry to hear about the flight conditions you described when traveling from Orlando to [redacted] I realize how frightening turbulence can be and apologize for the way your flight was handledWhile the majority of Frontier flights depart and land without incident, occasionally we, like all other airlines, experience an unavoidable turbulent flight.Safety Is Our PriorityBe assured safety is the number one priority! Our maintenance staff, in tandem with our flight deck crew and Air Traffic Control, makes decisions regarding the conditions that we are able to operate under for the safety and/or comfort of our passengersPlease be assured that the initial decision to depart, as well as redirecting this flight, was made with our passengers' safety in mind.We Hear YouPlease accept our sincere apology for the conditions you went throughWe truly regret that your flight was not a pleasant experiencePlease know your comments have been forwarded to our Chief Pilot's Office for future considerationAdditionally, I have issued a $credit for your flight on October 30th from [redacted] to [redacted] When using this credit towards future Frontier bookings, use your reservation code XXXXX and email address [redacted] to apply the credit Voucher Information I've also noted that you received two $vouchers from one of our agentsFor your convenience I have listed the voucher numbers belowYour vouchers expire on May 7th, You do not have to fly within this time frame, travel just has to be reserved before the expiration dateFurther voucher details are listed below XXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXCome Back SoonAt Frontier Airlines we truly care about our passengers' safety and well being, and we hope to restore your faith in our services on a future flight.Regards, Customer Relations SpecialistFrontier 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 days 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

Complaint: [redacted] I am rejecting this response because: The Business has refused to pay me back in full for the plane tickets purchased, and all additional monies paid out for hotel rooms, taxi cabs , and buying new clothes for my children due to luggage lost for weeksI planned well in advance for this trip buying my Matron of Honor dress, my daughters flower girl dress and flowersPlus my Sons best man attireFrontier states they can not pay me back in full or for pain in suffering for missing my parents wedding renewal that my children and I where suppose to be apart of , but they can send me vouchers I wouldn't be caught dead usingI will never fly with Frontier again

Initial Business Response / [redacted] (1000, 7, 2015/09/10) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Our records indicate you used your miles for a return flight on August from Orange County to Denver Please accept our sincere apology in which we are unable to grant your request due to we sent you an email for both itinerary's to view in case there was an error you have hours to cancel and rebook your reservation with no fees As a gesture of good will I have documented your reservation [redacted] to waive the $change fee, so you have a full value of your ticket in the amount of $If there is a difference in fare you will have to pay the difference While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again Kind regards, [redacted] Frontier Airlines Customer Relations

Complaint: [redacted] I am rejecting this response because I don't feel you guys are doing your best as a companyI would atleast like to be reimbursed for the inconvenience Sincerely, [redacted]

Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondFirst, on behalf of Frontier Airlines, I sincerely apologize for your missing item and any inconvenience it has caused.I've reviewed the history and according to the attached email thread, the pilferage was not reported within the allotted timeOur Contract of Carriage , states that pilferage must be reported within hours of arrival for the airline to assume responsibilityYou traveled on January 9th, and the pilferage was reported to Central Baggage on January 15thTherefore, we are not able to file a claim for the missing purseAs a customer service gesture, I'd like to offer you a $travel certificate redeemable on future Frontier travel.I do want to mention that your homeowners or travelers insurance might be avenues to explore for reimbursement.Should you have further questions or wish to accept the travel voucher, please contact Central Baggage at Kindly, Central Baggage SpecialistFrontier Airlines

08/26/02:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I am sorry for the flight delay which would have caused you to miss your connecting flight in Denver on June 15, When there is a flight disruption our SOC and Passenger Planner department will consider all factors regarding the flight delay or cancellation, and decisions are made usually just before a flight will depart or after departure if any exceptions will be made On June 15th for your flight departing from Salt Lake City decisions were made that due to the number of passengers that would miss their connecting flight in Denver, the flight departing Denver to Austin would be delayed so that the passengers on flight from Salt Lake City could make the connecting flight According to the email receipt you provided, you made the decision to purchase [redacted] Tickets several hours before your flight departed and at that time the decision to delay the Denver flight was not yet decided As per your comments you said that our agent [redacted] advised you that Frontier would reimburse you for the other airline ticketsI had the call pulled and was advised that at no time during the conversation [redacted] advise you Frontier will reimburse you for the other airline ticketsHe did advise that you can submit a request for a refund on our website Frontier will not guarantee a flight will be held for an incoming flight with connecting passengers onboardIf the flight out of Salt Lake City was delayed any further than the estimated time of departure, more than likely our planning department would no longer delay the flight departing Denver [redacted] you chose to purchase another airline ticket before any decisions were made regarding your delayed flight which would you to miss the connecting flight in DenverRespectfully, your request for a refund of the [redacted] ticket you purchased and the flown portion of the Frontier ticket from Denver to Austin has been deniedFrontier does not refund used tickets My research shows that the Salt Lake City to Denver portion of your flight was not flown and was refunded back to the original form of payment on June 20th and a $refund was refunded on July 9, I understand this may not be the answer you were hoping for and regret any disappointment.Thank you for sharing your concerns.Kind regards, [redacted] Customer Relations SpecialistFrontier Airlines

08/11/04:PM [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsIt was a pleasure speaking with you over the phone today While I am unable to accommodate your request for reimbursement of $283.10, I have issued you a new $voucher ( [redacted] ), which can be applied to a future Frontier flight as we discussed It's important for us to keep good relationships with customers like you and I hope to prove we can do much better on your upcoming flights with us Kind Regards, [redacted] Frontier Airlines

Initial Business Response / [redacted] (1000, 4, 2015/07/12) */ Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Please accept my apology for any inconvenience you and your [redacted] experienced when arriving at the ticket counter in AustinWe recommend passengers [redacted] hours before scheduled departure, as Frontier has a strict [redacted] minute checut offOnce a flight is closed, our agents are unable to reopen the flight to print passes [redacted] check in baggageIn reviewing your reservation history it appears your kiosk time stamps for check in was at [redacted] which is after the [redacted] minute cut-off for the [redacted] flightIf a flight is missed, you are offered the next Frontier flight with open seatsA fee ($***) is then collected based on ticket type Respectfully, a refund would not be provided for the late check inThe credit has been left open for you to use one year from the [redacted] , date of issueAny applicable change fee and fare difference would applyYou do not have to travel by that day just make a new reservation using the creditOur reservations department can assist with bookings at XXX-XXX-XXXX XX/or you can do so online under the "My Trip" tab at www.FlyFrontier.com I'm sorry you were unable to make your flightWe hope to have the opportunity to serve you on future Frontier Airlines flights under better circumstances Kindly, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because: I went on a couple of trips and wasn't charged using the same baggageI wasn't charged when I went to Philadelphia but I was charged when I came back Sincerely, [redacted] ***

05/11/07:AM Dear [redacted] , I have checked with the Lost and Found at the corporate office to see if we received your [redacted] ***, and with the Cleveland Airport to see if it could be located We do not have the *** You may check with the Cleveland Airport Lost and Found because someone may have found your [redacted] and turned it in there The number for Lost and Found is [redacted] *** I'm sorry that we were unable to locate your ***With kind regards, [redacted] Customer Relations

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 meI received and deposited the check and my son tested the voucher code to ensure it will reduce the amount of his intended flightI consider this matter resolved Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:It clearly did not address the questions I askedThis is stone walling at best Sincerely, [redacted] ***

10/18/12:PM Dear [redacted] ***, Thank you for contacting the Frontier Airlines Central Baggage Service Office We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Our response as far as reporting within the hour period was based on your lost and found report received on June 21st It shows your departure as Charlotte and arrival in Orlando, which we took as an error for Chicago Your reservation shows that trip on June 15th It appeared your were reporting missing items on your outbound trip after your return, which would be outside the hour reporting period We are sorry for the misunderstanding and have entered a Pilferage report for you, [redacted] A Frontier representative will be contacting you take your report Sincerely, [redacted] Frontier Airlines Central Baggage Specialist

04/01/09:AM ( [redacted] To redeem your vouchers, 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] , [redacted] They are not useable through [redacted] [redacted] 03/31/05:PM [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondPlease accept my apology for any inconvenience our schedule change has caused you and your familyWe understand that it can create unwanted issues for some of our customers and I would like to take the opportunity to explain why it occurred.Now more than ever at Frontier, we are committed to ensuring a good customer experience, with on-time flights and reliable serviceIn an effort to accomplish this, we must make difficult decisions such as changing our schedulesYou booked the travel on January 28, and the schedule changed occurred February 3, You accepted the changes on February 4, As a customer service gesture for the inconvenience, you were offered a $voucherPer documented records you have declined the voucherRegrettably, we will not be able to reimburse you the $you are requesting for making the changeHowever, I can issue a $voucher to each passenger with an extended expiration date to the end of the year or we can issue al full refund on both record locatorsI recognize that this does not change your experience with respect to this schedule change, but I hope that you will choose to fly with us again.Respectfully, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because: It doesn't at all address the problem I stated to begin withIf a business can't provide the product as advertised, they should return the moneyLook at my original message, and my last rejection Sincerely, [redacted]