Frontier Airlines

02/21/02:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond 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 on your Manage my Booking page through logging into My Trip or through Frontier Reservations at [redacted] I regret to hear you were unable to flyMy records indicate that our reservations center did not receive a call to change your flight details prior to flyingI see that you've contacted us before, but it looks like we've responded to all of your emails This correspondence was received 2/20/at 1:22:AM, after the departure of your outbound flightTickets 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 ticket Thank you for your understandingWe hope to welcome you aboard many future Frontier flights! Kindly, [redacted]

Hello [redacted] , Thanks for reaching back out to me about how to use your voucher and getting reimbursement for the train ticketPlease simply attach the receipt for the ticket and I can help with reimbursement up to $XX for thisAlso, I will add further voucher details so it can explain how to redeem itVoucher: XXXXXXXXXXXXXXXXX ($XX) Please also include the best address to send this check to so that I can make sure this is delivered to you as soon as possible and also know it could take up to 4-weeks for this check to arrive to youIf you have any further questions please feel free to use this correspondence for them and I will await your reply with the receipts and addressSincerely, Frontier AirlinesCustomer Relations Specialist [redacted] Just follow these simple steps to redeem your voucher: Visit www.flyfrontier.com and select your flightOn the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher • It’s not redeemable for cash • It must be booked within days from date of issue Note: There are no restrictions on travel date • It’s one-time use, meaning there will be no remaining value after redemption • It may not cover the entire value of the purchaseAny remaining balance due must be paid by the customer • It’s 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 • 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, 5, 2015/09/22) */ Dear Mr***, We are in receipt of your correspondence with the Department of Transportation and the Revdex.comWe appreciate the opportunity to address your concerns On behalf of Frontier Airlines, please accept our sincere apologies for any inconvenience [redacted] experienced due to flight cancellations on September As you can imagine, flight irregularities can be very challengingThe 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 that it is never our intention to disappoint our passengers During times when we are experiencing cancellations due to mechanical related issues, Frontier Airlines assists passengers with making changes to their reservation and taking care of the expense of hotel accommodationsWe do compensate passengers during mechanical related delays, as [redacted] was compensated $200, which is our maximum compensation as well as meal vouchers and a hotel voucher While we recognize this does not change the time and inconvenience lost, we hope that [redacted] will choose to fly with us again Regards, [redacted] Customer Relations Specialist Frontier Airlines

06/01/09:AM Dear [redacted] ,I have received your correspondence from the Revdex.comAfter researching this issue some more, I see that you have been communicating with our agent [redacted] who informed you about our refund policy during irregular operationsI'm sorry for the frustration this has caused you and for any rude behavior that you experienced in Las Vegas and in HoustonWe have high expectations of our representatives and are disappointed with the behavior you described of themI would also like to apologize for the baggage issues that occurred as a result of the delayI see that you were refunded $for your checked bagRegrettably, we cannot offer you any more compensation for the delay you experienced in HoustonI understand that you were moved from a flight earlier in the day and that the fares were less expensive on that flight however, as [redacted] mentioned, we must maintain integrity with our ticketing policies so it is fair for all passengersOnce again, I am sorry for any inconvenience and frustration this may have caused youWe will pass along your feedback to the station managers in Houston and Las Vegas regarding the rude agentsWe hope you change your mind and give us another opportunity to show you how great Frontier is.Regards, [redacted] Customer RelationsFrontier Airlines

Response Email 02/13/08:AM Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Below is the response sent to you regarding our resolution of your unexpected expenses and reimbursementAs mentioned we reimburse the other airline expense less the Frontier cancelled flightWe do not reimburse for the flown outbound flight Thank you for your patience Sincerely, Customer Relations Advocate Frontier Airlines 02/08/12:PM Attachment(s) (1) Hi ***,Thank you for speaking with me todayBelow is the breakdown for the additional expensesAs you'll see I included the total [redacted] amount so you won't have checks[redacted] Hotel $[redacted] Car Rent $123.00Meal Vouchers $ [redacted] Air $112.40Total $406.42The cancelled Frontier flight was refunded so we deduct that from the cost of the [redacted] ticketsThe refund of the fares totaled $and the bag fee $was also refundedWe refund the bag fee so we do not reimburse the purchased on on [redacted] You should see the Frontier credit back on your card ending in [redacted] within business daysThe outbound flight is not refunded as it was flown.Thank you for your patiencePlease let me know if you have any questions.Sincerely,Customer Relations AdvocateFrontier Airlines

05/28/07:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI apologize for any misunderstanding that occurred at the airport regarding what would be reimbursed and what would not be reimbursement, however any authorizations must be in writingAccording to the authorization letter provided by the airport, it states that any ground transportation consideration must be provided by the airportIf a voucher was not provided, it was not an authorized expenseThis was also confirmed with Station SupportAs an exception, we can provide a voucher in that amount to offset your expense, but we will not be able to reimburse your ground transportation expensePlease let us know if you'd like the additional voucherSincerely, ***Customer Relations SpecialistFrontier Airlines

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is still unsatisfactory but I am fighting a losing battle, and will accept the they offeredit is a far cry from the almost I lost in having to drive to Chicago and pay for the airport parking plus the overnight stay in a motel, not including gas to get there and back But like I said it is a losing battle and will accept their offer of the to close this Sincerely, [redacted]

01/16/02:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for contacting us and we apologize for the delay in our responseFirst, I just want to say on behalf of Frontier, we are sorryAt Frontier, we are focused on providing a good experience to our customers and we know we failed to meet this commitment to you/On December 17, we faced severe weather across the US, especially in [redacted] Although the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several daysWe know you were counting on us and we take letting you down very seriouslyPlease be assured that we are working swiftly, at the highest levels in our organization, to ensure that, in the future, we make good on our commitment to provide a seamless flight experience.My research shows that a refund in the amount of $was issued to your card ending in [redacted] on December 25, Your bank should be able to validate that this has been issued Due to the cancellation of your flight happening because of a down line impact of weatherThe original reason of the cancelled flight was due to weatherWe are not able to control weather cancellation we apologize for any inconvenience We want to win you back!Please know that we do value you as a customerIn an effort to make things right, each member of your party was issued Frontier vouchers in the amount of $each to use towards future Frontier travelYour vouchers expire on April 16, 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[redacted] ***, [redacted] Voucher # [redacted] Voucher # [redacted] Voucher # [redacted] Thank you again for contacting us about your recent experienceI recognize my response to you 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 good one.Regards, [redacted] Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/06/30) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address you concerns Please accept my apology for any inconvenience you experienced when traveling with us from PhoenixI understand your frustration with not being allowed on the flight after your additional security checkWe recommend passengers arrive hours prior to avoid any unforeseen airport delaysBoarding typically begins to minutes prior to departure and flights close minutes priorIf you are not in the boarding area at that time seats may be forfeitedAny fees associated with rebooking would applyAgents may not be available at the podium after this time as they are on the locked jetbridge assisting with the flight departing We are committed to providing our passengers with a pleasant and enjoyable flight experience and regret that we fell short of this on your flightWe have high expectations of our employees and are disappointed with the behavior you described of our flight attendantFor training purposes; we have made your comments available to the Inflight manager All fees would apply to any change on your return flight after missing your outbound As a customer service gesture a $voucher has been issued for youTo redeem your electronic voucher, visit www.FlyFrontier.com and book your flightOn the "Purchase" page, select "Voucher", then enter the following voucher number: XXXXXXXXXXXXXXXXX This voucher must be redeemed by September 26, 2015, but your travel date may be as far out as Frontier's schedule allows 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 Your continued support is very important to usTherefore, we hope this isolated incident does not prevent you from flying with us in the futureWe hope to have the privilege of serving your future travel needs Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Terms and Conditions for Electronic Travel Certificates: -The passenger [redacted] responsible for payment of any difference between the value of the certificate and the value of the ticket -Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased -Valid for months from the date of issue and may not be extended -Nontransferable; may only be redeemed in the name of the passenger [redacted] whom it was issued The Certificate cannot be: -Applied toward the purchase of Travel Insurance -Used with group travel -Redeemed for cash Other conditions may apply Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I choose not to accept this ridiculous response becuase I still have yet to even receive the promised to me by different customer service managersI also opened a case with Frontier Airlines and when I call on it they don't even have a case numberI will not accept the voucher because I never plan on flying with Frontier againI want my full trip refundedThis whole negative situation could have been prevented had Frontier taken care of their customerI was at the airport hours early and was checked in a day before my flight leftIt is not my fault that I had been randomly selected for extra security and you guys decided to leave minutes early Complaint Response Date bumped because: Holiday Final Business Response / [redacted] (4000, 10, 2015/07/13) */ Dear Ms [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to address you concerns I'm sorry you were not happy with the resolutionWe did review the departure time of the flight and it did push back [redacted] minutes early however as mentioned in the previous email the flight was closed [redacted] minutes prior to scheduled departureAny passenger [redacted] on board would need to be accommodate to a later flightI understand your frustration with the additional check of your bags by TSA In reviewing your reservation it appears when you made your return flight change [redacted] to [redacted] there was no change fee charged as a customer service gestureThis was noted in the comments that the agent advised the change fee for the return flight may be waivedRespectfully we would not refund the ticket in full as it has been used We look forward to the opportunity to serve you again aboard Frontier Airlines Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Dear [redacted] , Thank you for contacting Frontier [redacted] On behalf of Frontier [redacted] , please accept my sincere apologies for the inconvenience our flight disruption caused you on December 24, Our 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 I am sorry that you did not receive the most up-to-date delay informationIt is very important to us to provide accurate information and I assure you your feedback has been taken seriously and has been shared with our Customer Service managers Along with our sincere apologies, we have issued an electronic voucher in the amount of $25.00, which can be applied towards your next Frontier [redacted] 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: [redacted] This voucher must be redeemed by April 3, 2016, but you do not have to travel within this timeframeFuture travel may be booked as far out as Frontier's schedule allows [redacted] rely on the gate assignment that the airport management is providing in each flightAs much as we want to avoid causing disappointment to our passengers, this is beyond our control I understand that our flight disruption impacted you negatively however, we do not compensate passengers during weather-related delays as weather is something that we are unable to controlFurthermore, we are unable to provide refunds for tickets which are used to travel Your continued support is very important to usTherefore, we hope this isolated incident does not prevent you from flying with us in the futureWe hope to have the privilege of serving your future travel needs Sincerely, [redacted] Reservations Specialist Frontier [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 to 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

11/09/2016 07:58 PM Hello [redacted] , We have received your correspondence as submitted to the RevDex.com and appreciate the opportunity to respond. The Perks I'm really sorry that you are disappointed with our resolution in this matter. It is never our... intention to be insensitive to our customers when unfortunate circumstances occur. Our policy does not allow us to give refunds for The Perks. I truly am sorry for the inconvenience. I know this may cause disappointment, however, in fairness to all customers, it is important for us to remain consistent. I want to take this opportunity to explain The Perks further.I see that you sat in our stretch seating roundtrip. If you did not have The Perks those seats are worth an additional $45 per person one way. Round trip that will equal $90 in seat fees per person. I also see that you each had a carry-on bag which is an additional $60 per person round trip. Also with The Perks you were able to board Priority Boarding. If you were to not have purchased The Perks, your fees would have been greater than the cost of The Perks. Kindly, [redacted] Customer Relations Specialist Frontier Airlines

02/22/09:AM Dear ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsWe are disappointed that you are not satisfied with our response to you regarding this matterHowever, our website clearly advises that, "seats are limited", which means that the $fare was not unlimitedThe ad you included also states; "The introductory one-way fare of "as little as $19.00." In addition, you can confirm this information now by checking out our website https://www.flyfrontier.com/ for our 15%off sale, which states: *Discount available for selected domestic and international nonstop travel on select days of weekSeats are limitedRestrictions applyRespectfully, [redacted] Customer Relations SpecialistFrontier Airlines

03/16/11:AM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondYour concerns were escalated to our Early Returns Coordinator for internal review and I have received her response back: [redacted] 's account has been upgraded to Elite Denver DEN statusPlease accept our apology for the inconvenienceSincerely, [redacted] Customer Relations Specialist Frontier Airlines

02/13/12:PM Hello [redacted] , I'm in receipt of your email to our Executive team and also as submitted to the Revdex.comThank you for letting me know about your recent Frontier experienceOur Apologies I'm sorry to hear how things turned out when you arrived at our check in counterFrontier has a strict minute cutoff 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 plannedCheWe recommend passengers get to the airport at least hours in advance of your flightOnline check in is available hours prior to departure and I see from the history you were able to do soIf you've checked in online and printed your boarding pass and are not checking a bag you can proceed to security and then gate without stopping at the ticket counterKiosks are also available to print your boarding pass prior to the minute cutoffI 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 did have a flight departing after your flight and because it was too late to check you in the other passenger was assistedI apologize this was not presented or explained in a more professional mannerWe take these types of reports seriously and use them as training opportunitiesWhile the fare purchased is non refundable I have issued you a voucher for the full amount waiving the $change feeInstructions on redeeming are below [redacted] Thank you for letting us know how we can improveKindly, ***Customer Relations Specialist Frontier Airlines 02/13/01:PM I'v filed a discrimination lawsuitYou will hear from my attorney soonThanks

Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns What I Can Do After review, we have determined that this remaining portion of the flight is refundable; however, due to the limitations of our system, we'll have to issue the remaining portion as a checkYour refund check has been approved for the amount of $This covers the remaining portion of the missed flight We'll need a bit more information before your check can be sentIf you can provide a mailing address, we'll get your check sent to you right away! We appreciate your patience in this matter, and I look forward to your response Regards, Customer Relations Specialist Frontier Airlines

07/09/03:PM Hello [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I have taken a look at your reservation and I see that you were given a Frontier credit in the amount of your entire reservation, baggage fees included, less the $cancellation feeYour credit is in the amount of $and must be used by October 1st, or the credit will be forfeited The refund policy is available on our website on the travel policiessection under travel information tabUnder the cancel a ticket section, it states that for customers that would like to cancel their reservation, their ticket will retain its value for days, and the value of the ticket may be applied toward the purchase of a future ticket subject to a change fee of $ To redeem your Frontier credit, go to our websiteand select the flights and dates that you would like to travel onOn the payments screen there is a long rectangular box that says "Have a Frontier credit?" After clicking that box, it will ask you to enter your confirmation number ( [redacted] ) and your email address to add the credit to your reservationYour credit may be used to pay for multiple reservations if it exceeds the amount of your new booking Thank you for choosing Frontier as your travel partner, we hope to see you on a future Frontier flight soon Sincerely, [redacted] Customer Relations Frontier Airlines

01/01/02:PM Hello [redacted] , Thank you for your reply and for the additional information Our Apologies First, I just want to say on behalf of Frontier, we are sorryAt Frontier, we are focused on providing a good experience to our customers and we know we failed to meet this commitment to you and your family on flight [redacted] from [redacted] to [redacted] on December 17th On that day, we faced severe weather across the USAlthough the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several daysWe know you were counting on us and we take letting you down very seriouslyPlease be assured that we are working swiftly, at the highest levels in our organization, to ensure that, in the future, we make good on our commitment to provide a seamless flight experience Customer Care Per our Contract of Carriage, we are able to offer our customers the option of either being rebooked on the first available Frontier flight or a complete refund of the untravelled portion of their tripI have just processed a full refund of the reservation and have waived all the applicable fees It's never out intention to be insensitive to our customers when their travel plans are disruptedUnfortunately, we are simply limited in our capacity to provide additional accommodations to passengers in uncontrollable weather situationsRespectfully, we are unable to provide a reimbursement of the tickets purchased on another airline We Can Do Better! I assure you this experience wasn't typical of the standards we strive to maintain for our passengers and we'd like for you to give us another try! In an effort to make things right, please accept these $electronic voucher towards future travel with us:XXXXXXXXXX The vouchers must be redeemed by April 1, 2017, but you do not have to travel within this time frameFuture travel may be booked out as far as Frontier's schedule allows (see instructions below) I hope you'll take advantage of your electronic travel vouchers to provide us the opportunity to regain your confidence in our airlineWe look forward to serving you better on your next Frontier flight! Sincerely, [redacted] Frontier Airlines

08/03/08:AMDear [redacted] We have received your correspondence as submitted to the Department of Transportation and the Revdex.comWe appreciate the opportunity to respondWe show that you have received your bagWe apologize for the delay of your luggage when you travelled with Frontier AirlinesWe apologize for the inconvenience you experiencedIf you have original receipts for interim clothing and toiletry items purchased during the delay, they may be mailto the following address for our management to processYou may reach our Central Baggage Service office directly: ###-###-####, with any inquiriesFrontier Airlines, Inc[redacted] At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstancesSincerely, [redacted] At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstancesSincerely, ***

05/24/02:PM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI'm sorry you missed the email sent to you on May 21, shown below before contacting the Revdex.comPlease keep in mind for the future, mileage in a member's account does not expire as long as the Member generates accrual activity every six monthsUnredeemed mileage accumulated in your account will expire at the end of the six-month period after your last activity date and will not be reinstatedSincerely, ***Customer Relations SpecialistFrontier Airlines

Response Email 05/05/06:AM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for letting me know about your experience on April 6, when traveling from Denver to Las VegasI'm really sorry to hear about your bag and the customer service you received.Our ApologiesI'm sorry to hear that your flight experience wasn't as expectedYour description of the interactions you had are concerning and I can only assure you that this is not the type of service we strive to provideI'm sorry that this happened to you Safety 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 interruptionCustomer 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 thatI sincerely apologize for the way your issue was handled by our customer service agentsIt sounds like we could have been more helpful in assisting you with getting your bag backWhile our agents and flight crew do not personally reach out to our customers, I would like to extend apologies on their behalfI'm sorry that your experience with our agents wasn't better We're Here to Help Customers who check carry on bags are responsible for themWith that said, it is difficult for us to assist efficiently with the return of the bag when it is lost or stolen because their is no bag tag for us to be able to track it byNevertheless, I apologize again for the experience surrounding your bagI advise you, if you haven't already, to file a claim with our Central Lost and Found Office We Care About You As a gesture of apology, I have issued you a $voucher (#XXXXXXXXXXXXXXXX) to use towards future travelYour voucher expires on August 3, 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