Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/06/18) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We are sorry for the inconvenience that our delay caused you when traveling with us on May 18, and that you missed time with your familyI understand how frustrating this must have been and regret that you travel plans didn't go as smoothly as they should have Flight irregularities can be very challenging and the decision to delay or cancel a flight is not an easy oneWe have a team of specialists who continually monitor our entire system and make decisions regarding irregular operationsThey decide the best possible arrangement for all involved, given the circumstancesPlease know, we take great care to operate a safe and on time airlineIt is never our intention to disappoint passengers In the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are unavoidable Our records indicate that Frontier flight #was delayed due to weather/Air Traffic Control (ATC)The flight began in Philadelphia where the flight experienced the weather/ATC delayThis caused the delay of you flight from Chicago to Las VegasDuring times when we are experiencing delays or cancellations due to weather or ATC related issues, we do not provide compensation as weather is something that we are unable to control Fares are based on availability and are not guaranteed until held or purchasedWe regret to hear that when you called back to confirm the change you had previously inquired about the lower fare was no longer availableThere are many factors that affect the price of a ticket and fares change constantly While we are unable to honor your request for a refund of your used ticket or a provide free round trip ticket in this situation, our records indicate you were each issued a $voucher as a customer service gestureWe understand that this may not be the answer you expected, and we are sorry to disappoint you We hope to have the privilege of serving your future travel needs under more pleasant circumstances Sincerely, [redacted] Customer Relations Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not want this because I was not given what was promisedYou inconvenienced me and ruined my whole tripWhat you did cost more then in damagesSeeing as I had to cancel shows and room bookings and could not get my money backI want back what Frontier RuinedI did not get to spend time with my family because of the flight delay, and then to turn around and promise me I could change my flight to a later date for set rate and then change your mind and go up on price AFTER I added on additional night stays and booked extra events and shows to attend with my family this is not acceptableI wasted money hereThe least you could do is refund my tickets or provide courtesy tickets a voucher is a joke to me compared to money lostsmh please follow up with me asapXXXXXXXXXX or by email [redacted] @gmail.comPut yourself in my position! Final Consumer Response / [redacted] (4200, 16, 2015/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) You keep responding and saying "lower fare wasnt available"It was not explained to me that I would be buying a brand new ticket, It was explained that I was just switching flights and that there was a set price to switch flightsThat is how you inconvenienced me why is it that YOU dont want to accept responsibility for the action of YOUR representatives? If I had assumed the price wouldnt change YES it would be my fault but I did not assume anything I called and verified how much it would be to change my flight and was given a SET PRICE as explained by YOUR REPRESENTATIVESWe have been going through this over and over for the past few months and YOU are showing what kind of company Frontier is made ofAnd at this point I want what I want and its not the measly $because what I lost is so much more than a $credit and its Frontiers fault and therefore FRONTIER should accept responsibility not point the finger at meAGAIN, I would like a formal response from YOUR PRESIDENT I would like to know how he feels about this situation and I wonder if he is aware this is how customer service deals with its paying customersI would like to be compensated and NO I do not want a $certificateMy fiance has washed his hands with this and no longer wants to fly with frontier so you can surely cancel his certificate he has began flying with a different company but I would like my full refund or a courtesy certificate for my next trip and NO I do not want a lousy $ Final Business Response / [redacted] (4000, 18, 2015/08/15) */ ***, We are in reception of your rebuttal submitted to the Revdex.com The response sent to you on August 3, represents the final resolution for this concernHere is the correspondence: I apologize for the delay in responding to your concernsThey have been escalated to me from Lead agent *** As previously stated, our fares are subject to changeWhile we regret the inconvenience you experienced, we would not be providing a refund or free tickets As a customer service gesture, I have increased your travel certificates from $to $Please see below for the updated certificate information To redeem your voucher, 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] ***: XXXXXXXXXXXXXXXXX [redacted] XXXXXXXXXXXXXXXXX These vouchers must be redeemed by November 3, 2015, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows We hope that you will choose to fly with us again Sincerely, [redacted] Supervisor of Customer Relations Frontier Airlines [redacted] Electronic Vouchers: A few more things to know about the voucher: It's not redeemable for cash It's valid for days from the date of issue and may not be extended It may not cover the entire value of the purchase It may be used only once, so there will be no remaining value after redemption It's not transferable and may only be redeemed in the name of the passenger [redacted] whom it was issuedThe name on the new reservation must match the old reservation exactly It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges

Initial Business Response / [redacted] (1000, 6, 2015/09/16) */ Dear Ms. ***, We have received your correspondence as submitted to the RevDex.com and appreciate the opportunity to address your concerns. Please accept our sincere apologies for the unsatisfactory service that you... experienced during check-in at our Denver station on September 1. We understand your concern and appreciate receiving your comments. It is through customer feedback such as yours, that we are able to continually improve the quality of our service. Frontier Airlines recommends customers arrive at least two hours or more prior to departure time. Because of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of 45 minutes prior to the scheduled flight departure for domestic flights, and 60 minutes for international flights. Passengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees. The kiosk is programmed to stop checking in at the 45 minute cut off and give a message: "Your flight is boarding soon. Please proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the 45 minute cut off. You must have your boarding pass in hand at the 45 minute cut off. We advise this while making your reservation as well as in your emailed receipt. We understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure. In your complaint you said you "you arrived roughly 7:15 a.m. (although the kiosk time stamp shows 7:29 am, which is 26 minutes before departure) and had a flight leaving for Los Angeles at 7:55 a.m. I was definitely running a bit behind due to heavy traffic, but still arrived with plenty of time to get to my gate especially since I had no checked bags, or carry-ons." You didn't have any bags to check in, as a customer service gesture the agent printed a boarding pass because you didn't have bags and your friends had bags to check in, in which we have to stand by the 45 minute cut off. Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have caused. We are disappointed that you may not be satisfied with our resolution in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. However, in fairness to all customers, it is important for us to be consistent when it comes to following the policy and guidelines of our 45 minute cut off time. Thank you for taking the time to write. We look forward to welcoming you onboard many future Frontier Airlines flights. Regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) After I stated that I, a Caucasian woman, was given a boarding pass [redacted] no problem and that my travel companions, both Hispanic, were denied theirs despite arriving at the same time as me, Frontier responded that I was given mine because I didn't have any checked bags or carry ons and that my companions were denied their boarding passes [redacted] "they had carry ons." Which they did not. Frontier did not seem the least bit bothered by the fact that my boarding pass [redacted] torn up in front of my face or that their agents are mistreating customers due to skin color. This is a horrible business and I will make sure that everyone I know, knows to fly with another provider. Final Business Response / [redacted] (4000, 10, 2015/10/11) */ Dear Ms. ***, We have received your rebuttal as submitted to the RevDex.com. Our airline is a divers airline, we have many nationalities who work Frontier Airlines as well as travel with Frontier Airlines. Passengers who arrive late has nothing to do with color of their skin. As I mentioned in my previous email the kiosk time stamp shows 7:29 am, which is 26 minutes before departure) and had a flight leaving for Los Angeles at 7:55 a.m. you stated you didn't have no bags or carry-ons, as a customer service gesture the agent printed a boarding pass because you didn't have bags. Our records indicate your friends had bags to check in, this is why they were not given boarding passes. We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances. Regards, [redacted] Customer Relations Specialist Frontier Airlines

Email 08/19/12:PMHello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for contacting Frontier Airlines about your experience on your flight from [redacted] to [redacted] on July 21stI'm sorry to hear of your experience on the aircraft while traveling with usOur ApologiesI am sorry that you had a bad experience when flying back to the statesFrontier 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 repeatedWhen the seatbelt sign is on, passengers are required to be in their seats with their seatbelt fastenedI understand you had an emergency, and I apologize for the conflicting information regarding restroom usage traveling with usIf a member of the flight deck is using the restroom, a flight attendant will stand near the restroom and advise passengers to keep a further distance than usual from the door to the flight deckIt sounds like the flight attendant could have handled the situation in a more professional manner and I am sorry that this was your experienceWhat I Can DoIt's important for us to keep good relationships with customers like youAs an apology for your experience on this flight, I have issued you a $voucher to use for a future flight.***: XXXXXXXXXXXXXXXXThis voucher must be redeemed by November 18th, 2017, but you do not have to travel within this timeframe, the reservation needs to be bookedFuture travel may be booked out as far as Frontier's schedule allowsFurther 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!Kindly, [redacted]

Complaint: [redacted] I am rejecting this response because: [redacted] does not own the Frontier Airlines and it was the airline that failed to do the maintenance to the generator on the airplaneWe talked to the gentleman taking our boarding passes when we were brought back to the terminal and taken off the airplane and he (***) told us the airline knew about this for weeksWhat would of happened if we were in the air and the pilots had no instrument panel to fly the planeThe generator that went out was for the control panel instrument panelWhat are the lives of the passengers on the plane worth [redacted] HAS NOTHING TO DO WITH THISIf I have to I will have the [redacted] inspect ever plane Frontier has [redacted] is responsible for recalls on cars not the person I bought the car from [redacted] buys tickets from Frontier [redacted] is Frontier customer they are purchasing a service from Frontier, Frontier is the first provider the maker of the product I purchased.If I buy some thing from a store the manufacturer is responsible for getting you a replacement Bottom line is all Companies like Frontier want to pass the buck to someone else Sincerely, [redacted]

10/07/12:PM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I have reviewed your submitted receipts and have processed your claimPlease allow 2-weeks for the check to be issued and mailed to you Should you have further questions and/or concerns, please feel free to contact me or any of my colleagues at ###-###-#### Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: If Frontier did not allow me to board the our bound initial outbound flight from Houston to Salt Lake City which we have already resolved, the return flight from Salt Lake City to Houston would be impossible for me to board as wellI am seeking the full amount I paid of $for this return trip from confirmation code # [redacted] Sincerely, [redacted]

Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondSafety is our PriorityI understand you're flying with us because you have somewhere to beThat's a reasonable expectation! Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed due to this reasonPlease accept my apology for the unexpected interruptionIt's never our intent to disappoint our passengersWhat I Can DoI apologize for the delays you encountered on your outbound flightNormally our tickets are non-refundable, but as a customer service gesture I can waive the fees and provide a credit for the return flight valid for days for future Frontier travelI apologize, but we are not able to provide a full refund to youCome Back SoonI recognize this does not change the time lost and inconvenience, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one!Regards,Customer Relations SpecialistFrontier Airlines

Response Email 03/27/07:PM Hello Nicole, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur ApologiesI'm sorry to hear how things turned out when you arrived at our check in counterFrontier 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.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 The most I can offer is the amount of your one way ticket that was missed in a credit to use towards future Frontier travel.We 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,Customer Relations SpecialistFrontier Airlines

Response Email 05/08/04:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Thank you for letting me know about your experience on April 17, when traveling from Denver to TulsaI'm really sorry to hear about the lack of notification regarding you cancelled flight as well as the inconveniences it created.Safety is Our PriorityAs you can imagine, flight irregularities can be very challenging and I'm sorry you experienced what you didI also know that you expect to get where you're going safelyIt's never our intent to disappoint or inconvenience our passengers Our ApologiesI apologize that you weren't provided with the most up to date information regarding your flightThat is certainly a reasonable expectation and it sounds like we could have been more proactive in keeping passengers updatedI'm sorry that happened to you.ReimbursementI understand you found another way to get to TulsaWhen we cancel a flight due to something out of our control, we're unable to assume liability for incidental expenditures like the ones you described.Come 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 AirlinesResponse Email 05/14/11:PM Hello [redacted] , Thank you for your responseIt is never our intention to be insensitive to our customers when cancellations occurHowever, in fairness to all customers, it is important for us to remain consistent Making It Right Please know that we do value you as a customerIn an effort to make things right, I have issued each member of your party Frontier vouchers in the amount of $each to use towards future Frontier travel [redacted] : xxxxxxxxxxxxxxxxxxxx [redacted] : xxxxxxxxxxxxxxxxxxxxx Your vouchers expire on August 10th, but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption details We Value Your BusinessThank you again for contacting us about your recent experienceI recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will choose to fly with us againI'm confident your next experience with us will be a better oneRegards,Customer Relations SpecialistFrontier Airlines

06/02/01:PM Dear Ms [redacted] ,After reviewing your chain of emails, we noticed that one of your emails with your receipts exceeded our maximum limit for this email server This would be why we never received your receipts If you could kindly resend your receipts to [redacted] , we will be happy to review your interim expenses for reimbursement We do apologize for the confusion, as we assumed that the face washes were prescription and therefore sent you the information in the previous email.Please send the receipts to the [redacted] and we will be happy to review them.Thank you.*** 05/31/03:PM Dear Ms***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.We do understand your frustration regarding your missing bag; however, our ultimate goal is to reunite you with your missing property This process can take up to days During this day period, we are attempting to find your bag through a number of paths We have been reaching out to, not only, Frontier stations, but also other airlines through the Worldwide Tracing System Receiving responses from those other airlines can sometimes take time We do need that day timeframe to conduct our search If we locate our bag, we will contact you immediately After that day period, if we are unable to locate your bag, your claim will be sent for processing.You also addressed acne medication that you require We do apologize, however, under our Contract of Carriage (that every passenger agrees that they have read during the purchase process), any kind of medication is not a covered item The only items we are able to reimburse are clothing, toiletries and shoes In addition, we did receive your interim reimbursement and it has been sent for processing Ms***, thank you for giving us the opportunity to respond to your rebuttal and we will certainly call you if we are able to locate your bag.Respectfully,***

Dear Ms [redacted] We have reached out [redacted] regarding the matter and have not yet heard back from them We hope to assist you in resolving the issues as soon as possibleWe appreciate your patience while we work to resolve the matter with [redacted] s Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/06/30) */ Dear Ms**, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to further address you concerns Please let me begin by expressing my sincere condolences on the loss of your mother I am sorry for the difficulty you've experienced trying to fax the requested documentation to our reservations departmentIf you can please attach the documentation to this email I will request the refund Thank you for your feedback, be assured your comments regarding the hold time and faxes not received have been made available to our reservations management team I look forward to your response Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/07/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund receivedMy thanks to Revdex.com, and to [redacted] who handled my case at Frontier AirlineMuch appreciation

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We apologize for your bag delay and I'm sorry your felt our previous apology was genericOur records indicate you have been refunded two $checked bag fees We apologize for the minute delay from Denver to Portland on your return flight September 27, due to aircraft swap Below is the response to your email that you sent on 10/7/2015, this response was sent to you on 10/9/just a few days laterYou filed this Revdex.com on October 16, a week after we responded to you Dear Ms***, Thank you for contacting Frontier Airlines Customer Relations and Central Baggage ServiceWe apologize that due to an unexpected amount of email contacts we did not have the opportunity to respond prior to today We are sorry to hear of your luggage and customer service issues when you traveled on Frontier If you have receipts for authorized covered expenses while your baggage was delayed, those can be e-mailed to us at: [redacted] Please include a short note requesting reimbursement, your claim reference, CUNFXXXXXXXXX, a good contact number and your permanent address so they know where to send the check Once your receipts have been received, we will forward your interim request to the station for follwith you You may reach the Cancun Baggage Service office directly at XXX-XXX-XXXX, with any inquiries regarding the interim expense reimbursement The Central Baggage Service Office has requested your second $baggage fee to be processed for a refundThe refund will go back to the original form of payment, credit card ending ***Please allow days for processing Your concerns have been made available for review by our managementManagers are asked to review all feedback and use it to implement product and service enhancements Frontier Airlines appreciates your business and we look forward to serving you on a future Frontier Airlines flight, under more pleasant circumstances Sincerely, [redacted] Frontier Airlines Central Baggage Specialist I hope I have responded to all your concerns Regards, [redacted] Customer Relations Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I asked for a refund of our flights and the bag they wouldn't pay forThey responded that they would send refund for the bag and a $credit for each of usI have them the receipt for my bag again and told them the $wasn't satisfactoryShe replied that they would be sending a refund for the bag and absolutely nothing else regarding the rest of my complaintThese people are crooksThey [redacted] you around so much in hopes that you just give up Final Consumer Response / [redacted] (4200, 11, 2015/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) My outbound and return flight were on schedule? Our flight from Denver to cancun sat on the Tarmac for minutes before taking offAnd our flight from Denver to Portland was also delayed as you've acknowledged earlier in the threadYou might want to get your facts straight before making those statements Further, if you don't provide refunds, I would like two round trip tickets anywhere you flyEspecially if you're putting an April expiration on them Final Business Response / [redacted] (4000, 13, 2015/11/23) */ Dear Ms***, My apologies, when we provide compensation for delays it's if flights are over hours delayedSo I was referring to over two hour delays were compensation would have been provided The $vouchers were provided as a customer service gesture for your delayed bags, as I mentioned compensation is not provided unless a flight is delayed over two hoursIf a flight is delayed for two hours, a $vouchers would be provided We also refund your bag $bag fees and reimbursed you $for receipts of your authorized covered expenses We do not have nor do we provide round trip vouchersI'm sorry we're unable to honor your request We have gone above and beyond our company guidelines in providing compensation, no additional compensation will not be provided Regards, [redacted] Frontier Airlines

Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsOur records indicate that Customer Relations Specialist [redacted] responded to your email complaint on December 1stFor your records I have included that email below Dear [redacted] , I am sorry for the delay in responding to your concerns On behalf of Frontier Airlines, please accept our sincere apologies for the inconvenience our flight disruption caused [redacted] while traveling with usOur number one priority is the safety and well being of our passengers and crew and periodically our flights have to be delayed due to this reasonHowever, that does not excuse poor treatment of our valued customers and I have logged your description of how the delay was handled My research shows a $voucher was issued to each passenger, which can be redeemed online for future Frontier travelTo redeem the voucher, 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] This voucher must be redeemed by 2/16/16, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allowsWhile we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again Kindly, [redacted] Customer Relations Specialist Frontier Airlines [redacted] Electronic Vouchers: Are not redeemable for cash Must be booked within days from date of issue Note: There are no restrictions on travel date Are one-time use, meaning there will be no remaining value after redemption May not cover the entire value of the purchaseAny remaining balance due must be paid by the customer Are 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 May not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges I would also add that our Central Baggage team has reached out to you to discuss the baggage delay issuePlease contact them directly if you have any questions regarding that area of your complaint by calling: [redacted] Monday-Friday 8:00am-5:00pm Mountain time We hope to have the opportunity to restore your confidence on a future Frontier Airlines flight Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

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

Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Thank you for getting back to me regarding you refundI am happy to address this Refund/Credit I want to let you know that I cannot issue a refund for your flight since it was outside the hour policyI do understand the frustration with this so I have gone ahead and issued you a credit in the amount of $ To redeem your credit, please go to www.FlyFrontier.com when you are ready to book travelYou will create a new reservation and continue all the way to the payment screenClick on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code: XXXXXand this email address: XXXXIf applicable, a credit card will be required for any residual valueYour credit is only good until March 2nd, Best, Customer Relations Specialist Frontier Airlines

Hello [redacted] ,Thank you for your response [redacted] is out of the office, but I appreciate the opportunity to assist as I can in the mean time.I'm glad to hear another agent was able to resolve your concerns satisfactorily, but I encourage you to let us know if there is anything else we can help with.Kind Regards,Supervisor, Customer RelationsFrontier Airlines

Complaint: [redacted] I am rejecting this response because:This airline did not address the fact that they were going to sit my year old daughter with complete strangers They did not apologized in anywayafter reading 1000s of reviews on this company, Im not alone with how this company flat out don't care what happens to your childrenwether they are years old up to yrs old, it doesn't matterand special needs children as well How can a parent take care or protect their children on a plane if they are sat with strangers nowhere near the parentAre the strangers suppose to take care of the peoples kids on the flight? what if the stranger happens to be a pedophile? this airline needs to be shut down by the government Sincerely, [redacted] ***

10/24/10:AM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Check-InWe require passengers to be at our ticket counter 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 Refund Request According to our records, [redacted] never made it to the check in counter or a kiosk at the airportThere are no records that he spoke with a representative or made it to the check in counterAs per our policy, we are unable to provide a refund for this reservation, because he was marked as a "no-show"Failure to show for any ticketed flight will result in forfeit of the remaining value of the ticket unless you cancel the ticket prior to the scheduled flight departure Although we realize this is not the answer you were hoping for, in fairness to all customers, it is important for us to remain consistentThank you contacting us in regard to your situation Regards, [redacted] Customer Relations Specialist Frontier Airlines

08/09/01:PM Dear [redacted] , Thank you for contacting Frontier AirlinesI apologize for any inconveniences caused by the cancellation of your flightIt is never our intent to disappoint or inconvenience our passengers Safety is Our Priority I am deeply sorry for the trouble that was caused by the cancellation of your flightI can only imagine how difficult it is traveling with an infant and irregular operations only make it more difficultOur number one priority when flying is to make sure that all of our passengers and crew are safe and occasionally flights have to be delayed or cancelled if they are deemed unsafe to flyWe never mean to trouble our passengers Customer Service I regret to hear that you received poor customer service at the airport from our agents as well as with our phone agentsWe strive for excellent customer service and it is clear from the situation you have described that we fell short of this expectationPlease be assured that your comments regarding what happened will be shared with management so we can provide better service to you and other customers in the future Compensation Due to cancellation of your flight I will be able to issue you a check for the $that you were promised in the cancellation letterPlease respond with the address that you would like me to send the check to I also see that you were issued a voucher worth $due to the cancellation of your flightThe voucher will expire on November 5th, but travel may be booked as far out as Frontier's schedule allowsI have included the voucher number and instructions for use down below Voucher Number: [redacted] While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.***Frontier AirlinesCustomer Relations