Frontier Airlines

Initial Business Response / [redacted] (1000, 4, 2015/06/24) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to further address your concerns I'm sorry you were unable to make your flightFrontier Airlines does have a strict minute cut off, once it is past the cut off agents are unable to check in passengers [redacted] bagsOnce the flight has closed agents will proceed to the gate to help the flight departKiosks will also not allow check in and advise that you must see an agent as the flight has closed If you are unable to make your flight you do have the option of the next available flight for a feeIf you choose not to travel the fare is left open for you book one year from the June 1, date of issue with any applicable change fee and fare differenceOur reservations department is available 24/at XXX-XXX-XXXX to assist with re booking We hope to have the opportunity to welcome you aboard future Frontier Airlines flights, under more pleasant circumstances Sincerely, [redacted] Customer Relations Specialist 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

01/25/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond SchedulesI understand you're flying with us because you have somewhere to be at a certain timeThat's a reasonable expectation! I know changes to your plans can be frustrating, and although schedule changes are an industry practice, here at Frontier Airlines we make every effort to minimize these changesOften times, these updates are necessary for operational purposes, and at times, even reduce costs In accordance with the terms and conditions of the ticket you purchased with Frontier, when a passenger’s itinerary is changed because of a modification in Frontier’s schedule, arrangements will be made to: 1) Transport the passenger over its own route system to the destination; or 2) In the event the schedule modification is significant, at Frontier's discretion, it may refund the cost of the unused portion of the ticket These terms can be found here Contract of Carriage on our website www.FlyFroniter.com I see in your reservation that you were notified by email on 1/12/17, that a change was made to your 3/19/flight from [redacted] to [redacted] In that notification you are given the option to either accept the change by clicking "accept" on the email or calling a phone number provided on the email to talk to a Reservation specialist to make other arrangements On 1/18/17, a schedule change was made to your 3/16/flight from [redacted] to [redacted] and you were notified by email on 1/19/and again on 1/23/ These emails contained the same options to either accept the change or contact Frontier to make other arrangements Our obligation ends with either rebooking you on another Frontier flight or canceling the reservation and refunding the flight I see that you have contacted us by phone and have discussed your options with the Reservation agent but no changes have been made Please let me know what you would like to do If you wish to cancel your reservation (both flights) and get a refund, please confirm that in writing to me since I cannot cancel a flight without the express permission of the passenger We have no obligation to reimburse any part of a ticket purchased on another airline nor do we compensate for any hotel expenses incurred by the passenger However, regardless of what you decide to do, you are entitled to a $voucher for any inconvenience this may have caused in your travel plans As long as you book your travel prior to the expiration date of the voucher you can actually fly as far out as the Frontier schedule allows Please see below for the redemption instructions The voucher information follows: [redacted] expires 5/1/ [redacted] for [redacted] expires 5/1/ [redacted] for [redacted] expires 5/1/Again, thank you for contacting us and I'll look forward to hearing back from you with your instructions regarding your flight Best wishes, [redacted] Customer Relations 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

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

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]

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

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]

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

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]

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

(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

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

> 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

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 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 10/06/06:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Thank you for following up about the difficulties you have had with our Early Returns programI'm sorry to hear about all of the frustration you have been going through in regards to your Early Returns account and I apologize that there has been a delay in receiving your 40,miles.Early ReturnsIts frustrating to hear that you're unhappy with our Early Returns programI know that it is one of the most generous programs in the industry and we review it often to make sure it remains that wayYour concerns will be shared with our Marketing team Your AccountReviewing your account, I have found that there might have been a message lost in correspondence when you sent your initial letter I see that your active account number is XXXXXXXXXXX, with a combined balance of 41, miles and your last positive activity was on XXXXXXX I can confirm that you do in fact have 41,miles on your early returns accountIf you want to use your miles just go onto our website, and click on the drop down menuFrom there you should see an option named 'Ways To Save', which you will then click on and select frequent flyer Once on the frequent flyer page you will click on 'Use Miles' on the left side of the pageIf you have any further questions or comments regarding the use or balance of your miles, please let me knowCome Back SoonWe 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 SpecialistFrontier Airlines

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

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]