Frontier Airlines

Response Email 03/12/04:PM Hello [redacted] ,Thank you for the follow up regarding your cancelled flight on January 27, 2018, when traveling from Tampa to TrentonI'm really sorry to hear that you are disappointed with our resolution in this matter.Our ApologiesI regret that we were unable to resolve your concerns satisfactorilyIt is never our intention to be insensitive to our customers when unfortunate circumstances occur.Compensation When a flight is canceled due to weather, we are able to refund the passenger for their flight or re-book them on the next available flightBecause you where booked on the next available flight, we are unable to refund the flight We are able to reimburse for transportation costs if there is an original itemized receiptBecause you do not have this, we are unable to honor a reimbursement for this expenseAlthough we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation We Hear YouI understand this was a frustrating inconvenience and I can only assure you these are not the standards we strive to maintainPlease be assured that your experience has been forwarded to the Leadership Team responsibleIt is feedback such as yours that enables us to make changes to our product, and better serve our passengers.We Care About You As a customer service gesture I have extended your vouchers to have a expiration date of March 5, You do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below-XXXXXXXXXXXXXXXXX -XXXXXXXXXXXXXXXXX -XXXXXXXXXXXXXXXXX -XXXXXXXXXXXXXXXXX -XXXXXXXXXXXXXXXXX Thank you for sharing your concerns.Regards, Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 7, 2015/05/19) */ ***, 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 are committed to providing our passengers with a pleasant and enjoyable flight experience and are disappointed to hear we fell short of this when you attempted to travel with us on May 03, Your experience with our ticket counter agent should not have been negative in any way Upon review of your reservation it was determined that you attempted to check in after the min cut offOnce a flight is closed our agents are unable to reopen the flight for any passenger who arrives after the minute cut-off timeWhile the customer service agent was unable to accommodate your request for late boarding, they are always required to remain professionalI have filed a complaint on your behalf in regards to the rude agent and will forward it to the appropriate management team If a passenger arrives at the airport after a flight has closed, they are offered the next available flight with open seatsA same day confirmed alternate flight fee will be charged based on the type of ticket purchasedIn the event that there are no other flights available for that day, the passenger will be placed on the next available flight on the next available date for the same fee My records indicate you were charged a $fee and rebooked on the next available flightRegrettably, I am not able to refund your ticket, as it was used and we do not refund tickets that have been flown Please review our Contract of Carriage and the Terms and Conditions you agreed to upon purchasing your ticketThank you for taking the time to writeYour feedback has been logged Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (4200, 9, 2015/05/19) */ Recevied email response from To: [redacted] @hotmail.com response Via [redacted] - 05/18/XXXX XX:XX PM ***, Totally unacceptable she ignored half of my complaint and did not address the fact hat I was given a voucher for a hotel due to the airlines untrained agents and manager who refused to come and assist 100s of passengers that missed there flight because the checkin process was extremmly slowI want my can fare back and fourth to th hotels that I was sent to and turned away and the refund for the hotel I HAD TO PAY OUT OF POCKETDid they read the complaint? I WAS NOT THE ONLY PASSENGER THA NIGHT WHO MISSED THERE FLIGHT IT WAS SEVERAL DIFFERENT FLIGHTS LEAVING VEGAS GOING TO SEVERAL CITIESI NEED MY HOTEL AND CAB FARES REFUNDED THAT FRONTIER SENT ME ON A WILD GOOSE CHASE I HAVE THE COPIES OF THE VOUCHERS A NOTE SIGNED FROM THE MANAGER OF THE HOTEL SAYING THEY TURNED US AWAY BECAUSE FRONTIER WAS NOT AUTHORIZED TO SEND PASSENGERS TO THE HOTEL Final Consumer Response / [redacted] (4200, 14, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was issued an invalid voucher for hotel stay the hotel wrote a note stating it was not valid causing me to have to pay a higher than ut of pocket rate for a hotel last minute I also had to take cab rides back to airport and hotel trying to clear this up want my money refunded you are continually avoiding the issue of the invalid hotel and cab vouchers that were issued and unused would you like a copy of the hotel refusal and the voucherIf you issue a voucher it should be validIt caused more inconvenice stress than good Final Business Response / [redacted] (4000, 16, 2015/06/15) */ ***, We have received your rebuttal as submitted to the Revdex.com I have advised you that the hotel voucher was issued as a Customer service GestureFrontier was not responsible for you arriving at the counter past the minute cutoff timeTherefore, it is not Frontier's responsibility to cover your hotel or transportation costThere should not have been any offer of compensation for this matterI have determined you missed the cut off on your own accordThis means you would be responsible for all travel related expenses you incurred It is not my intention to avoid the issue of an invalid hotel voucherHotel vouchers must be utilized at specific hotels that we have special agreements withI apologize if this was not explained to you, however, you were not entitled to received a voucher for arriving lateWe regret that when the agent erroneously provided you with accommodations they didn't better explain how to utilize the voucher I do understand that you are dissatisfied with this outcomeHowever, there will be no further resolution in regards to this matter Thank you for taking the time to writeYour feedback has been logged Regards, [redacted] Frontier Airlines Customer Relations​

11/17/09:AM [redacted] , We have received your correspondence as submitted to the Revdex.com and Department of Transportation and appreciate the opportunity to respondWe would like to again apologize for your recent experience with usAs [redacted] stated over the phone with you, we have refunded your Denver to LA segmentThis may take up to business days before the refund returns to the original form of paymentIn addition we have also provided you each with a $electronic voucher which can be applied towards your next Frontier Airlines flight.As 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 value you as a customer and look forward to serving you aboard a future Frontier Airlines flightPlease let me know if you have any further questionsKindly, [redacted] Customer Relations Specialist Frontier Airlines

Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsWe apologize for the inconvenience this has caused you and your wifeOur records indicate our Cleveland agent re-protected you and your wife on another airlineI understand you purchased tickets on [redacted] Airlines, please send us a copy of your receipts from the [redacted] Airlines tickets you had to purchase for review to refund your Frontier Airlines outbound ticketI await your replyRegards, [redacted] Customer Relations Frontier Airlines

Complaint: [redacted] I am rejecting this response because: I feel that airlines should not delay customer flight and get away with it, A maintenance swap is something that could have been handle prior to the flightis maintenance of a plane not standard? why would they wait to the day of the flight to do this?? Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: out of thousands is not a reasonable ratio for the fraudulent promotion I recorded the message I heard when I was on hold which states we could fly to places like [redacted] ***, [redacted] , and other great destinationsThe truth of the matter is we couldn't fly to any of those places and I looked at literally thousands of flights As such we have been forced to book a trip to a destination we don't want to go toIf you can't do the 20,miles then you need to do something elseSeems like you don't offer first class so I guess we can't upgrade that but give us all free bags and credit to use to purchase food and drink on the flight perhaps? Sincerely, [redacted]

Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for letting us know about your experience on January 31, when traveling from Salt Lake City to OrlandoI'm really sorry to hear about the condition your aircraft was in when you departed on this flight and that you were not provided with sanitary wipes when you requestedCleanliness is ImportantWe employ a crew of professional cleaners to make sure our standards of cleanliness are met for every flight, which unfortunately, were not when you flew with usI know that cleanliness is important for comfort when traveling and I'm sorry for the condition of the plane when you boardedBe assured I have logged your observations for our Aircraft Appearance teamCome Back Soon!I 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

04/01/10:PM Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Our Apologies I am sorry to hear that your flight was delayed and then was later cancelled Weather When a flight is delayed or canceled because of weather, Frontier is able to assist passengers get onto another Frontier flightI see that you where issued $vouchers for foodIf you where unable to use these in the airport, please send in receipts for your food expenditures during your flight disruption Refunds Once a flight is flown we are unable to refund that reservation Vouchers As a one time customer service gesture I have increased your vouchers to $eachThey will remain in our system until they expire on September 21, Thank you for sharing your concerns Regards, Customer Relations Specialist Frontier Airlines

10/26/02:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Schedules Your flight was changed due to a schedule change, which can occur due to necessary operational purposesWhen this occurs and the changes are not acceptable you can receive a refund Your records show that you have been issued a full refund in the amount of 1,which went back to the original form of payment, (1,went back to credit card ending and $went back to the credit card ending 1022) Customer Service is Key I apologize any poor customer service you may have receive, your comments have been logged Compensation Your request for travel vouchers in the amount of $per person has been deniedHowever, each passenger has been issued a travel voucher in the amount of $The voucher must be redeemed by April 12, 2017, but you do not have to travel within this time frameFuture travel may be booked out as far as Frontier's schedule allowsYour compensation will remain in our system until it is redeemed or it expires I recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again[redacted] Customer Relations SpecialistFrontier Airlines

(The consumer indicated he/she DID NOT accept the response from the business.) they know they are wrong and I'm looking for full refund of 2nd airline ticket purchase

06/29/02:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI understand that you would like for us to waive the checked bag fees for your trip from [redacted] to [redacted] on July 11, as an inactive military personnel Our Apology I apologize for the possible misunderstanding when you spoke with our agents over the phone I have made the details of your experience available to our Leadership Team, so that they may research the situation you described Military Baggage Fees For further clarification of our military baggage fee policy: Active duty military personnel, reservists traveling with orders, and military personnel traveling in uniform may carand check bags at no charge for all types of ticketsThis policy is for active duty military personnel only and does not extend to family members or traveling companions Refund Respectfully, we will not be able to waive the baggage fee for your travel on July 11, We are fair and consistent with active and inactive military personnel We Care About YouIt is important for us to keep good relationships with customers like youIn an effort to make things right, you were issued a $voucher to use as a discount towards future travelYour voucher expires on September 26, 2017, 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 [redacted] - # [redacted] See You SoonI recognize this may have not been the resolution that you desired, but it is important that we remain consistent when administering our policiesWe look forward to welcoming you onboard your flight to [redacted] in July Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Dear [redacted] ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Please accept our apology for any confusion when using your EarlyReturns miles for car rentalIn reviewing it appears your certificate was issued on [redacted] after miles were deductedOnce received you must contact the car rental company to make your reservation at least hours in advance with the coupon codeFrontier has no car rental reservation information only that your miles were used and the coupon emailed to you We look forward to the opportunity to serve you again aboard Frontier Airlines Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

05/05/05:PM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.I apologize for any confusion regarding our award programWhile it's true that you can book two round trip tickets with 40K miles, your desired dates and routing may be sold outA limited number of seats are allotted for award bookings and these seats book quicklySeats are released at the same time that flights are loaded for saleThere may be instances where our flights are not sold out, but the award seat allotment is fullPer your Membership Guide: https://www.flyfrontier.com/ways-to-save/frequent-flyer/membership-guide/ The mileage and fees shown below apply for Economy awards booked at FlyFrontier.com and represent the minimum mileage levels required for award redemptionMileage requirements are higher during peak periodsAn additional Reservation service charge of $will apply to all Economy award redemption made via our reservations call centers Respectfully we are unable to honor standard award rate of 20K for your specific travel unless you are flexible and wish to change your travel time on 7/27/from MCO to DEN to departing at 8:25pm for 10k and return on 8/10/from DEN to MCO to departing at 11:59pmPlease let us immediately as mileage ticket do sell outSincerely,***EarlyReturnsFrontier Airlines05/06/02:PMDear [redacted] , I understand your preferred travel timesMy point is there are flights at the 20k miles, but just not the one's that work better for you and your wifeWhen the standard seats sell out, we continue to offer award seats at the higher mileage rate instead of not offering them at all Unfortunately, I cannot make award seats available and can only offer what you see as being available in our systemI have shared your disappointment with the Marketing team for future considerationSincerely, [redacted] Customer Relations SpecialistFrontier Airlines

Complaint: [redacted] I am rejecting this response because: I received an email offering a $credit with your company however I choose not to use your services again and wish for the $be refunded to meMy mailing address is [redacted] Sincerely, [redacted]

> Response Via Email - 08/17/02:PM Hello [redacted] , > > We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns> > Final boarding takes place minutes prior to departureThis means final boarding took place at 11:The doors close minutes prior to departureI contacted our [redacted] management, who confirmed that several calls were made at 11:before the doors were closed closed at exactly 11:49, minutes prior to departureYour boarding pass states the time that boarding begins and the time that the doors close> > I understand you did not see other passengers at the gate when you arrivedWhen passengers miss a flight, it can be for a variety of reasonsSometimes passengers choose not to fly or they are not checked in on timeThese situations would result in passengers missing the flight but not being present at the gate> > I apologize for the inconveniences you experienced and I appreciate you letting us know about your experience> > Kindly, > > > Customer Relations Specialist > Frontier Airlines

Response Email 08/27/02:PM Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Refund Mistake Once again, I apologize for my error and want to give a more in depth explanation of the situationWe originally discussed that the reservation for [redacted] that you thought was cancelled was just divided from the other passengerWith the divide being made, the payments were split as wellWhen I was looking at your record, I mistook the split as a refundThis is an error because there was no refund that was issued just funds movedThere was no refund issued because there were still active flights that [redacted] took on both July 27th and July 30th, and we do not refund flown travelI truly am sorry Vouchers I see you have some concerns with vouchersWhat I have done for you is issued vouchers in which you can use for anyone in your family or on reservations that include your husband and childI have also made those vouchers good for one yearI have also increased the total amount of your vouchers to be more than the amount I mistook as a refund, as I do understand your frustration with the situation at handYour vouchers are in the amount of $and $Those vouchers will expire on August 15, 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 Voucher: XXXXXXXXXXXXXXXX Voucher: XXXXXXXXXXXXXXXX My Apologies I am deeply sorry for my error when reviewing your reservationsI realize this does not change the time lost and inconvenience, but I hope this explanation was helpful in understanding the situation at hand Regards, [redacted]

Response Email 09/21/03:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our ApologiesI'm sorry to hear how things turned out when you arrived at our check in counter Frontier has a strict minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageIt is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned Based on the notes in your reservation, you had arrived to the checounter minutes before departure, and we were unable to check you in.Check-InI know firsthand that navigating an airport can be challenging, especially when there are long security linesIt's for that reason that we require passengers and their baggage to be checked in at least minutes prior to departureIt really is a good idea to get to the airport at least hours in advance of your flightFor those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change fee In regards to the $for baggageThat was for your checked bag, and as it's weight was over the pound limit it was charged as an oversized bag which is $We are unable to refund that $disputed amount as everything was done accordingly, and there was no overcharge or mistake madeWhat I have gone ahead and done is refund the $that was originally paid for the bagThat is a $refund back to the card ending in XXXXPlease allow 5-business days for that to reflect back onto your accountWe Hear YouI understand it's frustrating that our counter agent could not accommodate your request for late check in, but there is no excuse for the behavior you describedWe take these types of reports seriously and use them as training opportunities.Thank you for letting us know how we can improve.Regards, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/08/13) */ Dear Ms***, 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 experiencedIf you could please forward the reservation code we can review in detailThe code should be a series of numbers and letters I appreciate your patience and look forward to your response Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) You asked for reservation code & I sent it to youThe confirmation code is [redacted] There has not been any resolution to my complaint! I am still out the $additional for the flightsAll I've gotten is an apology!!! Final Business Response / [redacted] (4000, 10, 2015/08/30) */ Dear Ms***, Thank you for your response I have spoken with our agent that is handling the cancelled flight reimbursementsIf you would please forward to me or her the letter you received and the mailing address she will request the authorized reimbursementOther airline reimbursement is capped at $per personAny compensation, reimbursement or refund is per flight Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Hello, I am writing you regarding Complaint ID: [redacted] I am sorry for the delayed response, but I've made it back to Europe, I was on the roadI wanna mention that Frontier Airlines did not refund me a penny till now and their $voucher means nothing to me, because God knows when I'll be back in the US, so I won't use that at allI need my refund back plus the difference till $2,how much I've paid for my flight ticket back to EuropeThe way they treated their customer at that time is way unacceptable for the present timeThank you and have a nice day!Please refund my $that I've paid for the flight plus the difference till $2,

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We are committed to providing our passengers with a satisfactory travel experience and I'm sorry to hear that this was not the case when your daughters traveled with us from Tampa to New York on January 26th It's never our intention to be insensitive when our travellers' plans get disruptedMy research shows that our agents have been working with the passengers to resolve their issueUnfortunately, I'm unable to provide more information to you regarding the situation as it is proprietary and we're only able to discuss specifics with the people listed on the reservation Please be assured that we have been and continue to do everything we can to resolve the situationI hope you and your family will still consider Frontier for your future travel needsWe look forward to regaining your confidence in our airline on your next flight with us! Sincerely, Customer Relations Frontier Airlines