Frontier Airlines

09/20/03:PM Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We apologize for the damage to your baggage when you travelled with Frontier AirlinesIn spite of our best efforts, damage does occur to checked baggage due to the sometimes turbulent nature of air travelWe require that damage complaints be reported to Frontier Airlines within hours of arrival Unfortunately we show that your damage was reported nearly one week later There are circumstances when Frontier Airlines does not assume liability for damaged baggageEach airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits of, or exclusions from liabilityWe have attached a copy of our Contract of Carriage that outlines Frontier's liability As a customer service, we are happy to offer you a $electronic travel voucher for future travel on Frontier Airlines Please let us know if you would like to accept our customer service gesture Frontier Airlines apologizes for your damaged baggage and the inconvenience this may have caused youWe hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances Sincerely, [redacted] Customer Relations Central Baggage Services Frontier Airlines Phone: [redacted] www.FLYFRONTIER.COM

09/17/06:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We hear you! My records indicate that you did arrive at the reservation desk minutes before your flightWe understand that you did try to check in using our kiosk but it wouldn't let you because you had passed the minute cut off timeI understand that you mentioned that it was not your fault, it was the car rentals fault., and again that is not our faultWe apologize that you missed our minute cut off time We are sorry, but we are not able to refund your flightIf you would like more information about our check in time and cut of time, you and look more into our Contract of Carriage Kindly, [redacted] Customer Service Frontier Airlines

Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns On behalf of Frontier Airlines, please accept our sincere apologies for the cancellation of your November flight from Seattle to Denver Our records indicate flight [redacted] was cancelled due to weather in DenverFlight interruptions caused by the weather also create delays with Air Traffic Control (ATC) who regulates clearance for air travelWe do not compensate passengers during weather-related delays, as weather is something that we are unable to control As you know, severe weather can cause a great deal of challenges for our passengers and employees alikeWhile we strive to operate all flights as scheduled, we must review the entire system and operation before making any decisionsPlease know, the safety of our passengers and crew is our top priority 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

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 apology for the flight disruption you recently experiencedThe 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 circumstancesIt is never our intention to disappoint our customers As a gesture of apology, all passengers were issued an electronic voucher in the amount of $100.00, which provides a discount on your next Frontier Airlines flight 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: XXXXXXXXXXXXXXXXX This voucher must be redeemed by November 26th, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows Regrettably we do not refund tickets that have been flown on While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again Kind regards, [redacted] Frontier Airlines Customer Relations [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, 2015/10/11) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Our records indicate on October 5, 40,miles were added to EarlyReturn account XXXXXXXXXXXAs of today the account holds 41,miles We look forward to welcoming you onboard many future Frontier Airlines flights Regards, [redacted] Customer Relations Specialist Frontier Airlines

03/17/12:PM, Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Regrets I am sorry that you found your flight was booked incorrectlyI can find no evidence of a problem with our booking system or website from that date, however I am sorry this happened to youI am glad you were able to get a full refundI am regretfully cannot issue reimbursement for your [redacted] fare for this incident Customer 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 repeatedI have forwarded your comments about [redacted] on to management Come Back SoonI apologize again and 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, [redacted] *Frontier Airlines

Hi- I have previously opened a complain and still no resolutionI had someone from Frontier reach out to me on Jan 2nd and nothing has been down sinceWe are now Feb 23rdI flew to [redacted] , I flight was a mess, our luggage were lostGot our luggage back and my clothing were soaked and moldyI didn't have my work items for daysMy work items needed cost $I called and called, only to be transferred hung up on, disconnected, put on hold for as long as 2hours straightMy dispute number is [redacted] I sent my phone records to [redacted] ***, [redacted] She has done nothing to helpagain this issue is since Jan2ndShe isn't responding to my emails anymoreThis is a terrible way to treat a customerFRONTIER IS TERRIBLE!!!!! Prior to our flight, our flight was changed, and we did not receive any warning, we arrived at the [redacted] airport to chaos, but only from this airline companyThey than made us check in all of our supplies, including medical supplies, only to have our bags lost, and us left without those supplies for days!!! WE ARE NOW NEARING MONTHS AND THEY HAVE NOT DONE A SINGLE THING TO MAKE THIS RIGHT!!! INCLUDING THE $I am asking forI Want $which is nothing compared to what I lost not being able to go to work, or the items lost when I received my items back!!!!!!!! respond to your customers, when at fault own up to it! THAT IS WHAT A REAL COMPANY DOES!!!

10/19/08:AM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We understand your frustration with not receiving your bag upon arrival in San Diego We do apologize Our records indicate your luggage was restored the next day We show that you have been reimbursed for your interim expenses and we have also refunded $in bag feesFlights that have been flown are not eligible for a refund despite any delay that may have occurredWe regret any misunderstanding surrounding this policy Frontier Airlines apologizes for your delayed baggage and the inconvenience this may have caused youWe hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances Respectfully, ***

Complaint: I am rejecting this response because:While I accept the response that says the miles have been reinstated...the miles have yet to show up in my account balance at this time Before accepting the response I would like to see the miles in the accounts Sincerely, [redacted] ***

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]

12/24/2016 10:26 AM Hello [redacted] , We have received your correspondence as submitted to the RevDex.com and appreciate the opportunity to respond. Thank you for contacting Frontier Airlines Customer Relations about your flightdelays. You are correct. Your delay,... although the indirect result of the past storm, is our responsibility. We are fully staffed for normal operations. However the past storm has cause our crews to work until they "time-out." That is, they can only work so long before taking a mandated rest. Our RegretsFirst, I just want to say on behalf of Frontier, we are so very sorry. We’ve had hundreds of disrupted flights over the past few days and we know this is has been incredibly inconvenient and frustrating. We are focused on providing a good experience to our customers and we know we failed to meet this commitment to you.Weekend Weather EventLet me take a moment to explain as much as I can, why this happened. This last weekend we faced severe weather across the US, especially in Colorado. And although the weather problem was short, it forced several delays and ultimate cancellations. While we tried continued to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn't successful get them where we needed them. This had a ripple effect that we are still seeing today and caused more delays and cancellations. Your Compensation You were issued a $100 voucher for your initial delay. This voucher [redacted] , must be redeemed by 03/21/16, but you do not have to travel within this time frame. Redemption instructions are below the message. I am sorry, we do not refund fares for flights that have been taken. I do see you have been refunded for your seat fees for your one leg.We Value Your BusinessOnce again, I am sorry for the travel disruption you experienced. All of us at Frontier are working hard to improve our service and we hope you will give us another try. I am sure your next flight will be a great one.Kind Regards, [redacted] *Frontier Airlines

Complaint: [redacted] I am rejecting this response because AGAIN, I was instructed by a customer service rep that I could regain a full refund. Had I been aware I would not have gone through the entire inconvenience. I fully understand being fair to all customers. Please include me (a currently unsatisfield customer) to that same standard. I will move to voice my complaints onto social media if necessary. I strongly feel this situation and the way it has been handled borders theft. Sincerely, [redacted]

The company is... not working toward solving the issue. Basically, Frontier Airlines is continuously giving my husband and I the run around instead of working to resolve the issue. When we flew with them back in August we checked in a total of 9 bags and when we landed at our destination only 4 bags were there. We proceed to the customer service desk and the representative made a claim for our missing bags. After leaving Denver International Airport and driving 1.5 hours back to our home we received a call from a frontier rep at Denver Airport and she told us our bags had been located at that they were left behind in Cincinnati at the airport (our departure city). We were then told that the bags would fly out and be delivered to our home in the morning. That did happen as promised. Once we got our bags we began to unpack and put things away and we noticed some items were missing. We got the run around from several Frontier Reps for about a little over 2-3weeks before they actually took the time and filed the missing items claim. After the claim was finally filed, and all the proof of purchase receipts and other documentations that were asked for were given, it has still been hard to get this process finished. Even after providing all the "proof" frontier reps have asked for, they offer my husband and I exremly less than what are items were worth, not even half. I am just ready to get this situation resolved and to be compinsated for my belongings that were taken/missing. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Frontier Airlines did receive receipts for items and clothing that was purchased due to the missing suitcaseStating that receipts were not supplied is a misstatement of factsI have attached several of the files that I submitted regarding the proof of purchase Sincerely, [redacted]

09/29/02:PM [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI found a previous record of this complaint, which was addressed back in MayI'm very sorry if you are still dissatisfied with our response in this matter Frontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatThank you for the follow up I can see that you are still very upset by the incident and I'm sorry for what happened to youYour account is that a drunk man touched you in an unwanted manner and that you were further insulted when the flight attendant was threatening and clearly more concerned with your use of profanity, than the drunk man himselfI understand As was stated in the correspondence sent you in May, we did log you account of the incident and informed the In-Flight Managers of your accusations An internal investigation was conducted and while all communications, both verbal and written, between Frontier Management and our employees are necessarily proprietary, we are grateful to you for sharing your experience with usBe assured any necessary action was handled by In-flight Management Although this cannot change the experience you had, as a gesture of apology, I have issued you a $voucher ( [redacted] )This voucher must be applied towards a future flight before the end of this year, but you may book travel out as far as Frontier's schedule allowsI hope to prove we can do better! Kindly, [redacted] Frontier Airlines

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 the schedule change you experienced for your flight from Denver to Providence on February 6, I'm really sorry to hear that both of your flights had schedule changes over hoursSchedulesI 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 changesSome updates are necessary for operational purposes, and can even reduce costsWe appreciate your cooperation as these changes will allow us to pass the savings on to our customers by continuing to offer the lowest fares in the industryOptionsAccording to my records you accepted the schedule change on January 27, at 12:AM MSTBecause of the length of the schedule change, we have a few options for you:We can help you re-schedule your flights and waive feesIf you would like to re-schedule, please call our reservations team at (801) 401-We can cancel you reservation and give you a full refund for your flightIf you would like this option please write back to us so we can begin the refund processReimbursementI'm sorry you incurred additional expenses due to the schedule changeI understand the inconvenience this has causedWe're unable to reimburse for expenditures such as hotel rooms and time missedWe Care About YouAs a gesture of apology for the schedule change you experienced, I have issued you a $voucher (xxxxxxxxxxxxxx) to use when booking a future Frontier flightYour voucher expires on May 6, 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 belowCome Back SoonI apologize again and 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

Initial Business Response / [redacted] (1000, 5, 2015/05/05) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Our records indicate part of your seat/bag fees were refunded on April in the amount of $back to credit card ending in [redacted] I have set up a refund for the balance of $to go back to your credit card ending in [redacted] a total of $ Thank you for taking the time to writeWe look forward to welcoming you onboard many future Frontier Airlines flights Regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) The refund has now been processed in fullThank you, Revdex.com!

10/18/10:AM [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsAirport Staff We have to make sure that our other gates have agents as wellWe typically have 1-agents at each gateI am sorry that it took a while to talk to an agent, but cancellations are very complicated and occasionally take sometime when booking and receiving compensation details Reimbursement Request As stated on the paper you received at the airport, we only reimburse up to $for another airline flightYour check could arrive earlier than 4-weeks, but we want to leave enough time, so we don't promise a certain date and have it arrive later due to factors out of our control Previous Email Response I responded to your email that you sent on September 27thOn September 29th, I responded stating that cancellations are unpredictable and gave you information about your reimbursement check Final Resolution We are disappointed that you are not satisfied with our position in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to remain consistent Kindly, [redacted] Customer Relations Frontier Airlines

Complaint: [redacted] I am rejecting this response because:I looked at my account and I have already paid an annual fee of $on 6/30/I have also already spent $dollars and this was met by 8/8/I have clearly already met both prerequisites yet I never received my 40,milesCould you please credit the miles to my account? Sincerely, [redacted]

Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsI'm sorry for any frustration you had with trying to cancel your reservation and trying to contact usIn you email you stated you tried to cancel the next day but couldn't find a numberOn the same page you booked your flight, at the bottom of the page there is a link to "Contact us" https://www.flyfrontier.com/contact-us/feedback/ which provides our phone numberYou also clicked on the terms and conditions of your ticket which advises of the $change feehttps://www.flyfrontier.com/legal/ticket-terms-and-conditions Flight and Ticket Cancellation Except for tickets purchased for travel within days (hours), all tickets may be cancelled for a full refund up to hours after the time of purchaseYou can request a refund at the My Trip section on FlyFrontier.com or through Frontier Reservations at ###-###-####.If it has been more than hours since you purchased your ticket, you may cancel your ticket at the My Flights section on FlyFrontier.com or through Frontier Reservations at ###-###-####If you purchased the ability to refund/change/cancel your ticket, which Frontier may have offered you and you may have purchased including all tickets sold as Classic Plus tickets, you may visit Flyfrontier.com and either apply the value of your purchase to a new ticket without any penalty, subject to any difference in fare and/or options prices, or retain the value of your purchase for use within one year of the transaction dateYou may call Frontier Reservations on ###-###-#### to have the full value returned to your purchasing cardOtherwise, your ticket will retain its value for days, and the value of your ticket may be applied toward the purchase of a future ticket subject to a change fee of $Economy tickets must be cancelled prior to the departure of a flight in order to retain their valueFailure to show for any flight or cancel a ticket prior to any ticketed flight departure will forfeit the remaining value of the ticketWe are disappointed that you are not satisfied with our resolution in this matterIt is never our intention to be insensitive to ourHowever, in fairness to all customers, it is important for us to be consistent when it comes to following policyWe value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstancesRegards, [redacted] Customer Relations Specialist Frontier Airlines