Frontier Airlines

Initial Business Response / [redacted] (1000, 10, 2015/06/15) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsOur records indicate that you have had multiple correspondences with Customer Relations Specialist Sheryl regarding these issuesI'm happy to review our position with you Passengers who are checkand already have their boarding passes [redacted] proceed directly to the gate unless they have bags to checkWe apologize for any misunderstanding between you and our agent at the ticket counterWe see that the $Same Day Confirmed fee that would normally be assessed was waived since you were traveling on a Classic Plus ticket Flight was delayed hours and minutes due to crew issuesPlease know that above all else, the safety of our passengers [redacted] flight crew is our number one priorityWe regret that there were no suitable alternate Frontier itineraries available during the delayOur procedures for handling flight delays and cancellations can be found by following the link below: [redacted] Along with our sincere apologies we have issued you both a $and $flight voucherTo redeem your electronic voucher, visit www.FlyFrontier.com and book your flightOn the "Purchase" page, select "Voucher", then enter the following voucher number: $5X XXXXXXXXXXXXXXXXX, $2X XXXXXXXXXXXXXXXXXThese vouchers must be redeemed by 8/16/15, but travel may be booked out as far as Frontier's schedule allows We see that you arrived in Cincinnati on May 18th and your delayed baggage arrived and was sent out for delivery the following dayA refund was completed on your checked bag feePlease accept our apologies for any inconvenience this delay created In the past our Customer Relations department's phone hours have been limited, however, we are modifying how complaints are handled so that passengers receive faster assistanceThank you for your patience While we are disappointed to hear that your trip was negatively impacted by the above circumstancesTickets that have been flown on are not eligible for refundsRespectfully, we are not able to accommodate your request for a refund We hope to restore your confidence on a future Frontier Airlines flight Kind Regards, [redacted] Customer Relations Specialist Frontier Airlines [redacted] Terms and Conditions for Electronic Travel Certificates: -The passenger is 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 -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 Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Frontier never signed a correspondence with a name and customer service messages are always "donor reply" addresses but their response makes one think they offered any personal contact info There was no concession of feed as their response claimsThey boast the no fee as a guarantee when a customer purchases the more expensive "classic plus" product/fareShe misrepresented fulfilling their contract as a special concession She also noted the issue was a deficiency with the crew but the Frontier representatives at the airport stated it was mechanical problems There was no accountability for the misinformation that caused me to miss my flight There was no accountancy for not attending their customer service linesThis is the typical "sorry about your luck" frontier business attitude towards their clients Final Business Response / [redacted] (4000, 14, 2015/06/29) */ Dear Ms [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns As previously explained, the $Same Day Confirmed fee was waived because you were traveling on a Classic Plus fareI regret that you got the impression I was representing this as a special concessionI was only trying illustrate that in this situation the fare you selected was advantageous The crew scheduled to operate flight on May 17th had connection issues that were a result of a previous maintenance related delayIt is likely that your delay was coded to maintenance, which is usually the information the agents at the airport useI apologize this wasn't better explained in my earlier response We hope that you are able to take advantage of the flight vouchers that were provided as compensation Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/06/08) */ [redacted] , Thank you for contacting Frontier Airlines Customer Relations We appreciate the time you took to notify Frontier Airlines about your situationWe value offering customer service and are pleased for the opportunity to assist you I apologize for your disappointment when you were unable to utilize your previously held credit After reviewing your ticket, I have determined that the value with taxes was $Due to you booking an Economy ticket, you would have been charged a $change fee per ticket upon re bookingThis leaves a value of $that would have been applied to a new reservationHowever, due to the ticket expiring after days (5/6/15) there is no value Regrettably, I am unable to apply this amount to a current reservationWhen a passengers purchases an economy ticket, and they are unable to take their flight, the ticket will be held for credit for year from the date that it was issuedMy records indicate you did not attempt to book a reservation until your credit had already expiredTherefore, there was no credit value available to apply to a new reservation I do apologize for any misunderstandingHowever, your credit has been available for use since your reservation was cancelled on 6/16/ Thank you for taking the time to writeYour feedback has been logged Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because:I am not satisfied with the response because I did not get my refund Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:As previously stated nothing has been done to resolve the loss of luggage. I expect prompt reimbursement for the stroller and accessories attached to it anything less is unacceptable. No resolution has been received and the only correspondence from frontier has been excuses. Sincerely, [redacted]

02/06/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I apologize for your frustration with the unexpected onboard chargeBe assured we were doing our necessary research in order to resolve your concerns Although we believe you may not have been charged for your original purchases (a year ago), we already submitted a refund request for all new charges, this morningI'm sorry you felt we were not assisting you, I will let you know as soon as the refund is approved by the vendor [redacted] Frontier Airlines

Initial Business Response / [redacted] (1000, 11, 2015/10/14) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns I'm sorry I'm unable to find a reservation under your nameAre you the passenger? In order to access travel record, I will need additional informationPlease send six digit confirmation code Regards, [redacted] Customer Relations Specialist Frontier Airlines

Response Email 03/01/09:PM , Hello [redacted] , Thank you for contacting us regarding the expiration of your Early Returns Rewards pointsI apologize for any frustration and appreciate the opportunity to assist Miles Your Early Returns account was listed as inactive with a balance of miles since your last positive mileage activity was before December of Unfortunately, your mileage would not qualify for reinstatementMileage accrued in the program will expire if members have not earned any mileage credit from a Frontier Airlines flight, a qualifying program partner, or Frontier Airlines MasterCard during any six month periodI'm sorry that you were not able to review the mileage expiration prior to the expiration date Notification We contact our customers regarding expiration by emailIf your email address was not updated or you are not opted in to receive these types of updates, notification of expiration may not have been received We Value Your Business You're feedback is always valued as we are always looking for ways to improve as an airlineI truly hope that the inconvenience you encountered doesn't deter you from booking with Frontier in the future Regards,Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 6, 2016/01/05) */ Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns This has been escalated to our Early Returns manager and an email has been sent to our Early Returns Manager and we are awaiting a reply As soon as I receive a reply I will follow up with you Regards, [redacted] Customer Relations Frontier Airlines Complaint Response Date bumped because: Data Base Migration Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Frontier refunded the disputed milage to my account

11/02/05:PM [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Miles Your concerns have been sent to Early Returns coordinator [redacted] who works with a [redacted] s liaison to get disputes settled The record sent to [redacted] 10/28/it is still openThis means she has not finalized the issue., but I assure you she will look into your concerns and resolves as quickly as she canI will send her an email to get an updatel will contact you as soon as I hear from *** I sincerely apologize for the delay but I assure you your concerns are being looked at [redacted]

03/22/07:PM Dear [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Our records only indicate that Frontier was contacted once on February 21st regarding the cancellation of a reservationThis reservation was booked and cancelled within our allowed hour time frame, resulting in a full refund in the amount of $ Then minutes after canceling the original Frontier reservation ( [redacted] ),a new reservation was booked ( [redacted] )There was no further contact regarding the cancellation of a reservation until March 5, at 5:PMSince, this reservation was not cancelled within hours from the time of booking, this situation is not eligible for a refundA travel credit in the amount of $still remainsYour credit will remain in our system until it expires on June 4, You do not need to fly by this date, you just need to book your travel prior to the expiration date I hope that I was able to provide a more clear breakdown of our policyThank you for your patience and understanding Best Regards, [redacted] Frontier Airlines

11/04/03:PM Dear [redacted] ***, I sincerely apologizeI did not review your receipts I spoke with the agent in Orlando who did and we realized that the agent was looking at a different passenger's receipts that did total $ After further review, we are going to reimburse you the remainder of your interim It is more than we typically allow, but we will make an exception this time We will send the balance to be processed next week You should be receiving payment shortly Again, our apologies for the confusion Respectfully, ***

09/21/12:PM Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Central baggage office left a message on your voice mail on September 15, and never received a returned call If your baggage delay has still not been resolved, please contact our Central Baggage Deptat ###-###-#### between the hours of 7:am to 4:pm(mountain time) Sincerely, [redacted] Central Baggage

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsWe do make every attempt to notify members of the expiration policyAll members with up-to-date contact information were emailed on February 4, of our new six month expiration policyAdditionally, post cards were sent to members explaining our expiration policyAs a onetime customer service gesture we have reinstated 40,miles to your accountWe look forward to serving you onboard a future Frontier Airlines flight in the near futureKind regards, [redacted] Customer Relations Specialist Frontier Airlines

01/05/08:AM Dear [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns We Hear You Your flight number [redacted] with service from [redacted] ***(***) to [redacted] (***) on December 18th was cancelled due to weather in [redacted] (***)When weather-related cancellations occur, they send a ripple effect to other parts of the US that cause more flight cancellations and delaysFrontier wants to get as many flights out as possible, though due to safety regulations, we are forced to cancel flightsAlso, in regard to flight crews, if members of the crew are also experiencing a weather cancellation, then it is impossible for them to arrive at their next location to assist the next flight, also causing a cancellation due to weather-related incidents Compensation Flight cancellations on December 18th did not receive hotel or flight compensationWe issue $vouchers for flight cancellations as a customer service gestureYou and [redacted] were the only passengers from your flight that receive additional compensation outside of a refund or being re-booked on the next available Frontier flightTherefore, you have received the maximum amount of compensation Frontier is able to provideI apologize that this is not the answer you wanted to hear, but in order to be fair to all customers, we must remain consistent In our "Contract of Carriage" it states: "Liability Limited - Except to the extent provided in this rule, Frontier is not liable for failure to operate any flight, failure to operate a flight according to its schedule, or for changing the schedule or type of equipment used on any flight, with or without notice to the passenger." Come Back Soon I apologize your flight was cancelled and I apologize that you incurred additional expensesIt is never our intention to disappoint customers or to be insensitive to their needsI hope this isolated incident does not deter you from flying with Frontier in the futureI hope you redeem your voucher so we can make it up to you on your next flight with usThank you for choosing Frontier Best wishes, [redacted] Frontier Airlines

Complaint: [redacted] I am rejecting this response because: Even though I appreciate the refund being granted, I do not appreciate the overall message of the response I read this feedback as simply, here is your money but we still don't believe you I submitted the proof as requested by Frontier (screenshot of my bank statement showing the charge on 2/18/and then the duplicate charges from a few days ago.) Along the way I have completed everything that was asked of me I was also furious when I attempted to call in on Friday and was advised that there is nobody that I can speak to from the In-Flight Services area and that email was my only form of communication In this day and age of identity theft and the need of secure transactions I find it terrifying that my information was basically sitting in a repair shop waiting for a handheld device to be serviced Merchants have a responsibility to charge their customers within days of doing business I was charged almost days to the date and nobody seemed to care This was evident when I replied to the request for proof that I had previously paid for the service In that reply I told Frontier they could cancel that measly little voucher for travel that wont get me anywhere and again discussed how I felt unsecure about my personal information sitting on a device waiting for repair Instead of replying to the proof I submitted, [redacted] , replied by addressing the voucher, telling me that it is still valid and I can go ahead and use it I have no desire to you use your voucher or your airline If I asked for something, received that something, my next response would be to that something There was no mention at all about the proof I submitted If you still needed time to research that would have been fine [redacted] could have simply stated, Thank you for submitting the requested information We need more time to research the transactions and determine a final resolution In the meantime, and then go into the spiel about the voucher But that didn't happen, which is why I needed to bring in the Revdex.com, because I felt it would be the only way for me to get through to you guys that this is a duplicate charge Wouldn't you know it workedSo I do accept the refund, I just don't accept anything else from Frontier about this situation Sincerely, [redacted]

08/26/09:AM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI understand your disappointment with the terms of the travel insurance policy you purchased when you booked a Frontier Airlines Economy FareOur Economy fare is non-refundableI'm sorry that you didn't have important information related to the terms of your fare sooner If you'd like to provide additional details including your Frontier Airlines' reservation codethe passenger's full name, dates and routes of travel and flight numbers, we'll be happy to review this situation If you added The Works during booking, your fare would be fully refundable as long as it is cancelled online hours or more prior to scheduled departure Certain Emergency Events may allow for an exception to the terms of your fareIf you'd like to provide documents and request an exception, please let us know Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ Dear Ms***, 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 We apologize for the delay of your baggage when you traveled with us recentlyIn spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely mannerWe certainly apologize for any inconvenience this delay created for you Our records indicate that Central Baggage Specialist [redacted] has reached out to you in regards to the matterAccording to her notes you have received your delayed bag and a refund has been requested for your $checked baggage fee [redacted] also invited you to submit any receipts you have for interim expensesIf you have not already, please forward them to: Frontier Airlines, Inc Attn: CBS POBox XXXXXX Denver, Colorado XXXXX If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:am-4:pm Mountain time Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Tell us why here...Hello ***, Thank you for contacting Frontier AirlinesI want to apologize for your overall experience while trying to reach our customer relations departmentI also want to apologize for the rude supervisor you mentioned you spoke with from our Los Angeles airportIt is never our intent to inconvenience passengers and for that I do want to truly apologizeCustomer Service is KeyFrontier 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.We Care About YouWhile our bag fees are non refundable, it's important for us to keep good relationships with customers like youIn an effort to prove we can do better, I have issued a $voucher #xxxxxxxxxxxxxx to use as a discount on a future Frontier flightThis covers the cost of your bags on both reservations as well as for your overall experienceYour voucher expires on March 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 SoonI apologize again for your past experience, and I 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 SpecialistFrontier Airlines

06/24/12:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I would like to apologize for the extra baggage fees you paid at the gate I can understand your frustration, however we are unable to refund our baggage fees Several times during the booking process we alert our customers of the increase of baggage fees We do this so our customers will book at the earliest time possible where the fees can be as low as $dollarsFor future reference and the most up-to-date information on our baggage fees please visit our web site athttps://www.flyfrontier.com/travel-information/baggage/ We appreciate your business and hope to see you soon on future Frontier flights Kindly, [redacted] Customer Care Specialist Frontier Airlines