Frontier Airlines

Response Email 10/11/2017 12:57 PM Hello [redacted] ,Thank you for your response. Per the Frontier webpage and Contract of Carriage, outside of the 24 hour post-booking time frame, passengers incur a cancellation fee of $99 per passenger. Any remaining amount may be issued to the passenger as a credit shell for future use. The cancellation fee is not a part of the credit shell, however. Accepting the change fee does not merit a refund as well. However, as a customer service gesture, I have refunded the change fees you incurred to your [redacted] ending in XXXX. Please allow 5-7 business days for this to reflect on your account. Please let me know if you have any additional questions or concerns. We hope to welcome you aboard a future Frontier flight! Regards, [redacted]

07/18/05:PM Dear [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for reaching out to Frontier's Customer Relations department regarding your issueI'm sorry to hear of your unsatisfactory experience with Frontier and [redacted] 's credit card service Our Credit Card Offers If you ever have any questions I'd highly recommend reviewing our website for detailsOur application page actually offers separate credit cards, one with the annual fee (which you applied for) and one with no annual feesThe first thing under the image of the card is the offer of 40,bonus miles after $spent within the first daysOur second card offers 10,bonus miles after first purchaseI apologize for any conflicting information you received in flightBe assured we will follow up with the attendants on your flight Respectfully, we are unable to grant you free round trip flightsWe are disappointed that you are not satisfied with our position in this matterIt is never our intention to be insensitive to our customersHowever, in fairness to all customers, it is important for us to remain consistent Thank you for your feedback as it allows us to improve our service to future customers [redacted] Customer Relations Frontier Airlines

12/28/12:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur ApologiesI understand you're flying with us because you have somewhere to beThat's a reasonable expectation! I'm sorry to hear about the cancellation of your flightI can understand how frustrating that can be.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 YouIt's important for us to keep good relationships with customers like youIn an effort to prove we can do better, you were issued a to use as a discount on a future Frontier flightA voucher was issued to all passenger on this flight in the amount of $ [redacted] Expires: March We have also refunded your flight back to the original form of paymentThe refund was issue on December 28, back to the Visa we have on file ending in $We will consider a reimbursement for your car rentalYou will need to send all your receipts for your car rentalCome 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] Customer ServiceFrontier Airlines

Initial Business Response / [redacted] (1000, 4, 2015/07/06) */ Dear Ms [redacted] , Frontier Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concerns Frontier would like to offer our sincere apology with the difficulty in receiving assistance with reporting and locating your delayed bagWe have filed a formal complaint on your behalf with the customer service management team Please accept our sincere apology for the delay of your checked baggage when you traveled with us on June 13th, 2015, from Philadelphia, PA to Miami, FL In spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely mannerWe would certainly like to apologize for the 1/day bag delay As a customer service gesture, we have requested a refund of the bag fees paid which will be credited back to the original form of paymentPlease allow days for processing We have contacted the Miami management team in regards to the reimbursement of your interim expensesThey have confirmed that the interim expenses have been reviewed and a check was issuedThe check number is XXXXXX and was sent on Wednesday, June 24, As a customer service gesture, we have provided a $travel voucher for [redacted] , [redacted] and [redacted] which provides a discount on a future Frontier flight To redeem the vouchers, 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 for [redacted] XXXXXXXXXXXXXXXXX for [redacted] , XXXXXXXXXXXXXXXXX for [redacted] and XXXXXXXXXXXXXXXXX for [redacted] These vouches must be redeemed by 09/22/2015, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again [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 Sincerely, [redacted] Central Baggage Supervisor [redacted] @flyfrontier.com CRSXXXXXXB Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like a refund of my monies paid for the flights to MiamiMy family and I saved for over a year in order to go on this trip only to have it ruinedWe spent our only days of vacation shopping for belongings and having to rent a car to be able to shop for the belongingsWe did not intend on renting a vehicle but taxi's would have cost a lot moreAll of our vacation money was spent buying clothes and necessities for a family of Furthermore I can't get anyone in Miami to answer the phoneIt's been weeks and I have NOT received the checkI am beyond disgusted with this airlineWhen you call everyone transfers you around instead of getting to the root of the issue Final Consumer Response / [redacted] (4200, 10, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is nothing offered not a resolutionI was offered $voucher per person for my suffering and losing my whole vacation of daysI had to spend a lot of it buying essential itemsAt this point I would take a half refundI did not enjoy my vacation due to Frontiers careless actionsI finally received my check for my luggage weeks later than promised but certain things were covered such as a pool float that was in my luggage and sun block( I have small children and that is a necessity in Miami of all places Final Business Response / [redacted] (4000, 12, 2015/08/10) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Used tickets are not eligible for refunds even in cases of an inconvenient baggage delayRegrettably, we will not be able to honor your request for a partial refund of your fare If we can be of further assistance, please don't hesitate to call our Central Baggage team at: XXX-XXX-XXXX Monday-Friday 7:00am-4:00pm Mountain time Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

12/24/11:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Our ApologiesFirst, I just want to say on behalf of Frontier, we are so very sorryWe’ve had hundreds of disrupted flights over the past few days and we know this has been incredibly inconvenient and frustratingWe are focused on providing a good experience to our customers and we know we failed to meet this commitment to you.Safety is Our PriorityAs you can imagine, flight irregularities can be very challenging and I'm sorry you experienced a flight cancellationI also know that you expect to get where you're going safelyYour flight was cancelled due to weatherIt's never our intent to disappoint or inconvenience our passengers.Refund ProcessedMy records indicate that you received a refund of your cancelled flightThe amount $was processed to the [redacted] ending in ***Please note that once the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practices.Voucher InformationI see that you and [redacted] were each issued a $voucher to use as a discount toward a future flight with FrontierThe vouchers will expire March 18th 2017, though you are able to book as far as Frontier's schedule will allow Come Back SoonWe know that as a company that has people like you counting on us, we failed youWe take this letdown very seriouslyWe know that we could have done betterAnd the whole company, virtually every department and employee, is working hard to get us back on track and make things right for our customersThank you for choosing Frontier and we hope to make it up to you on your next flight with us Best wishes, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because:I was unable to buy the luggage on Frontier Airlines WebsiteI also entered my Confirmation Number for the flight.I also disagree with them when they stated that I did not ask for an aisle seat for my flight from DTW to TTN on July 22ndI was asked to pay money to change seat from a window seat to an aisle seatI also do not agree because my wife and children carried the same luggage as hand bags during their flight on July 20th, but while coming back on July 24th from TTN to DTW, we were asked to pay the carry on baggage fee for the sameWe were also threatened that we would not be allowed to board the aircraft in an insulting in front of hundreds of passengersWe were told, "if we don't pay in minutes, we would miss the flight"WE WERE LAST TO BOARD THE FLIGHTI am not sure if they record or log these details but that is the factI am not satisfied with their answer Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/08/13) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Our Frontier Airlines [redacted] program is handled by [redacted] *** [redacted] For your security, we do not have any access to your credit card information other than the number of miles sent to us from [redacted] For questions or concerns as to why miles have not been provided please call their Customer Relations department at X-XXX-XXX-XXXX to address your concernsOnce all criteria for any promotion has been met [redacted] provides us with the miles/points We look forward to the opportunity to serve you soon aboard Frontier Airlines 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.) I called the number listed above and was told by three agents they do not have a customer relations departmentThe last representative [redacted] ID number [redacted] said she was a supervisor and that their is no resolution for my complaint and then read the terms and conditionsI informed her the last manager were to have all calls pulled and never got back with me [redacted] responded the account is noted to read the terms and conditions ***I would like to have this issue resolvedNothing was attempted but an I AM SORRY Final Business Response / [redacted] (4000, 10, 2015/08/30) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com Rebuttal I do apologize for unresolved miles added to your EarlyReturns account Please know the credit card promotions are all handled by [redacted] Here is a link from our web site about the credit cards: https://content.flyfrontier.com/ways-to-save/mastercard Please contact [redacted] for your miles at X-XXX-XXX-XXXX We look forward to welcoming you onboard many future Frontier Airlines flights Regards, [redacted] Customer Relations Specialist Frontier Airlines

10/16/03:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I would apologize that you had not been informed that you mileage did have an expiration date I understand you mentioned that you disputed the results that our agents had spoken to you about, one year ago and the mileage was not put back into your accountIf you can provide me with a new or an email that you received with the confirmation that you would receive your mileage back we will be able to put the miles back to your accountWe unfortunately don't have any comments on your reservation that indicate that we would be reissuing your mileage Thank you for your patience Kindly, [redacted] Customer Service Frontier Airlines

05/31/04:PM [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.The previous email sent to you on May 29, is as follows: Please accept my apology for any inconvenience our schedule change has caused your partyWe understand that it can create unwanted issues for some of our customers and I would like to take the opportunity to explain why it occurred.Now more than ever at Frontier, we are committed to ensuring a good customer experience, with on-time flights and reliable serviceIn an effort to accomplish this, we must make difficult decisions such as changing our schedules.By ensuring sufficient time is provided both on the ground and in the air, these changes are helping us to achieve the best on-time performance in our airline’s history.As a customer service gesture for the inconvenience, I have refunded your tickets in full in the amount of $294.I recognize that this does not change your experience with respect to this schedule change, but I hope that you will choose to fly with us again.Respectfully, [redacted] Frontier Airlines

Initial Business Response / [redacted] (1000, 10, 2015/05/28) */ Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsOur records show that Customer Relations Specialist [redacted] responded to your complaint with the DOT on May 27thBelow is her response Please accept our sincere apology for the phone wait times you encounteredWe recently went through a transition in our technology systems to help improve our customers' experience by implementing a new reservation system and websiteThe updates provide added functionality and more self-service capabilitiesMore importantly, we have been increasing our staff levels to better assist in handling call volumesYou will be happy to hear these improvements have significantly reduced call wait timesYou are welcome to email our Customer Relations Department hours a day, days a week and they will respond as soon as possibleWe will forward your comments regarding the misinformation you received regarding our response time 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, we take great care to operate a safe and on time airlineIt is never our intention to disappoint passengers Mr [redacted] , we respect your reason to stay within the unsecured area of the airport while you ate dinner, however, please know Frontier Airlines does not control TSA Check Point operationsWe recommend all passengers [redacted] in and proceed through securityOnce TSA is closed for the night, passengers [redacted] not able to enter the secured area of the airport for flight departure Due to the missed flight, our agents would be able to help assist you with the next available Frontier Airlines flight for rebookingAlthough I am disappointed that the TSA closure impacted you negatively, we are unable to assume liability for additional incidental or travel-related expenses Your continued support is very important to usWe certainly hope to have the opportunity to welcome you on board a future Frontier flight Kind regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Frontier, in its response accepts no responsibility for its actions or obligations as an airlineIt shows complete disregard for basic components of its role as an airline and the consequences of its extreme cost cutting that makes being a passenger [redacted] Not working with the airport and TSA to ensure that passenger [redacted] are met, especially in the face of habitual and extreme delays, as well as not adequately staffing a call center so that hold times are within reason lead to customer situations like mine where real financial and emotional harm are inflicted by the airlineI do not accept their response and would like this to be pursued further Final Business Response / [redacted] (4000, 18, 2015/06/29) */ Dear Mr [redacted] , We have received your second rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns We regret that you missed your flight due to the TSA security checkpoint closing during the delay of your flightIt is not the airline's responsibility to ensure that TSA remains open through the final departureDelay situations can be fluid so we always recommend passengers [redacted] near the gate area Although I am extremely disappointed that these circumstances impacted you negatively, we are unable to assume liability for additional incidental or travel-related expenses based on a problem you encountered with TSA staffingNo compensation can be provided Best, [redacted] Customer Relations Specialist Frontier Airlines Final Consumer Response / [redacted] (4200, 20, 2015/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) While you claim no responsibility, that simply does not jive with basic logicWere you to not have had a flight at all it would be hard for me to imagine that TSA would have staffed that terminal without you thereThat basic logic leads to the conclusion that TSA is there precisely BECAUSE you have flights that are operatingThen take the fact that you so routinely had your flight delayed, and the communication between you and the airport / TSA should have been that there was a need to account for this issueBeing that I was not the only person to experience the problem, and I'm going to make a safe assumption that the issue has been somewhat frequent, you do bear responsibility for the passage [redacted] your customers to the plane that they've paid to board and have taken no steps to remedy the situationThe fact that you've gone "ultra low-cost" does not excuse the neglect for the necessary terminal fees to account for the TSA staffing needed to serve your customersThen the lack of staffing at the airport counter or your call centers, or a reasonable amount of concern shown by those employees due to the fact that you shipped all of their jobs overseas caused further hardship - both financial and emotionalI will not stop in my efforts to resolve this issue as I was wronged and will not stop until this is made rightI am not ok with businesses that take active efforts to treat customers worse over time, and I take some solace in knowing that it is a proven ineffective strategy in the medium and long-term and you will not survive as a business for your disregard for your passengersIn the meantime you've missed out on about $10,worth of travel I've booked through other carriers when I was formerly loyal to your airlineI hope that this is all worth it to the folks at Indigo that are instructing you to think of passengers [redacted] highly durable packages that can be tossed around carelessly

Dear Ms [redacted] We have received your rebuttal as submitted to the Revdex.comAs I mentioned in my previous email we advise of these fees and they are on our web site https://www.flyfrontier.com/travel-information/baggage/ Bag Prices REGULAR BAGGAGE OPTIONS Purchase Location Carry-onBag [redacted] 1st Checked Bag [redacted] 2nd Checked Bag [redacted] 3+ Checked Bag [redacted] BEST VALUE! Flyfrontier.com, at booking and up to hours before departure $$$$Call Center $$$$Web Che$$$$Airport ticket counter or self-service kiosk $$$$Departure Gate $$for bags exceeding our size requirements N/A N/A Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

06/07/08:AM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I am sorry for the inconvenience that the delay caused you and Ronald when traveling with us on May 28th from CincinnatiMy research indicates that flight was delayed due to weather.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, 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 unavoidableThis is a situation faced by all airlines and, try as we might, no air carrier can guarantee that all flights will depart or arrive on schedule Although I am extremely disappointed that the flight irregularity impacted you negatively, I am unable to refund a ticket that was usedAs is the case with all uncontrollable delays and cancellations, we are unable to assume liability for additional incidental or travel-related expenses My research shows your tickets were purchased with [redacted] and I reviewed their websiteWhen selecting the flight with Frontier Airlines the page will populate and on the right hand side [redacted] provides the customer "Important Flight Information"This information provides the customer Frontier's fare rules and advises that there is an additional charge for the following items, which include advance seat assignmentsI'm sorry when booking your flights on [redacted] 's website you missed this information.Your continued support is very important to usWe certainly hope to have the opportunity to restore your confidence in our service.Sincerely, [redacted] Customer Relations SpecialistFrontier Airlines

12/04/04:PM Hello ***,I apologize for your disappointment in my last response.Unfortunately if the promotional code did not apply, it was a day when the promotion was not availableWhen you use a promotional code, it does not automatically direct you to the applicable datesI understand that you feel this is deceptive, and I have forwarded your concern to our Marketing department for considerationRegarding the voucher, I had already applied it to your son's reservationThis explains why the voucher code no longer worked$should have been refunded to your card ending in ***Unfortunately I am unable to provide you with additional compensationThank you for addressing your concern with usHave a great afternoon ***.Kindly, [redacted] Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/09/02) */ 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 any inconvenience you experienced due to flight cancellations on August 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 maintenance 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 maintenance related delays, as you and [redacted] were compensated $200, which is our maximum compensation Our records indicates a check was request from accounting in the amount of $for your airfare expenseThis amount reflects the cost of your [redacted] tickets in the capped amount of $lessYour Frontier refund processed today in the amount of $ Your reimbursement check will be sent under separate cover; please allow 3-weeks for processing and business days for your Frontier refund back to your original form of payment We have high expectations of our employees and are disappointed with the behavior you described of our Detroit agents, your comments will be forwarded onto our Detroit station manager We hope you understand that safety for our passengers and crew is always our number one priority and we look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances Regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your statement, "Frontier Airlines assists passengers with making changes to their reservationWe do compensate passengers during maintenance related delays, as you were compensated $200, which is our maximum compensation." THIS IS NOT TRUE! You did not assist us or the line of people behind meYou had snarly employees that did NOT helpMOREOVER, there were no flights available for your lousy $"voucher" [redacted] & [redacted] were both $per passengerMost can't just pull that out of their wallet and board another planeWhether it was a maintenance issue or otherwise, you need to examine your company policies and work on your "customer service" training, because they might as well have just shut the window and not addressed anyone! The poor elderly woman next to me had been stranded for three days, with little money and at your mercy...SHAME ON YOU! These are the people that your "customer service" supervisors should be empowered to helpTo make matters worse,she had no luggage eitherI stood with her in line for hours as all agents were back at the gateWe finally found a supervisor from the airline next door and she went to the back to find the so-called "supervisor" sitting on her [redacted] in the break room while there is a line of people needing luggageWHY WAS THERE A LINE FOR LUGGAGE AT THE GATE YOU ASK? Because they have nobody downstairs manning the lost luggage room...in fact all signs are down and the information desk attendant said they haven't had anyone there for months! REALLY! ARE YOU KIDDING ME! So your customers have to go back up and beg others airline supervisors to help find your agents? WHAT A JOKE! If you cannot service at a minimum, then close the airline or at best clean house and find someone that knows how to run the gates, luggage, and for GOD's SAKE hire people that can at least fake compassion for othersThe woman I have included in this picture should be investigated and FIRED! She is no supervisor! Too bad she wasn't on camera for undercover boss! Final Consumer Response / [redacted] (4200, 12, 2015/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of 9/18/15, we have NOT received any refund of $as you mentionedWhen will that be received? Address is: [redacted] XXXXX Final Business Response / [redacted] (4000, 15, 2015/10/02) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com Rebuttal You will not receive a check for $for both tickets You purchased a ticket for you and [redacted] in the amount of $per person, a total of $Frontier advised in the letter we would reimburse up to $per ticket minus the refund of your Frontier ticket$(Max value) - $(Frontier ticket refunded) =$(reimbursed via check) X two tickets $ A check was request from accounting in the amount of $for your airfare expenseThis amount reflects the cost of your [redacted] tickets in the capped amount of $lessYour Frontier refund processed today in the amount of $ Your reimbursement check will be sent under separate cover; please allow 3-weeks for processing and business days for your Frontier refund back to your original form of payment Regards, [redacted] Customer Relations Specialist Frontier Airlines

Response Email 09/27/08:AM Hello [redacted] ,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI sent you a reply yesterday, and I will copy that message here Our Apologies I sincerely apologize for the unwanted charges to your credit cardUnfortunately with these occurrences there is nothing that I am able to do on my end, and I cannot provide any further detailsHow To Proceed I'm really sorry that this happened to youI encourage you to contact your credit card company to file a dispute, and the local authorities to pursue this issue further Regards, Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because:Thank you for informing me of your policy again. Do you think $45.00 is the right price for someone to carry their purse aboard? Did you suggest or allow putting the purse into the other bag? Did you offer to check the bag for a lower price? Is demanding that we pay $45.00 because my fiance was carrying a purse what you call good customer service? I believe this is the most disgraceful customer service I have received in a long, long time. And, I find it very disappointing that a multi-million dollar company like Frontier Airlines is willing to hide behind their ridiculous policy to be able to soak their customers for an extra $45.00. Please keep this case open until I get my money back. The full $45.00 in the amount of a statement credit on my cc. Thank you. Sincerely, [redacted]

02/02/09:AM Dear Ms [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns We received your interim receipts and they were processed on 1/28/ You should be receiving payment shortly Thank you for your patience Respectfully, ***

01/13/05:PM Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Regardless of the contact and nature of the phone calls that were made, we are unable to offer a reimbursement for this kind of expense I'm really sorry that you are disappointed with our resolution 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 Specialist Frontier Airlines

Response Email 12/05/10:AM Hi [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I am apologizing on the behalf of the reservations agents you spoke with and the manager who hung up on you I am also very sorry that you had difficulty in processing the payments for your reservationWhich then resulted in having you contact your bank for answersThe experiences that you had described do not reflect the standard of customer care that strive to upholdI deeply regret that this happened to you After you had finally reached me at the Customer Relations department we had discussed the reasons why the reservations couldn't be booked for your minor and the adult separately without initially paying the unaccompanied minor fee for both legs of the minor's flightWe also discussed once both passengers chefor their flights and then its confirmed the minor isn't traveling alone on one of the legs that we would move forward in refunding the unaccompanied minor fee after it has been confirmed they aren't traveling aloneWe as a business have to ensure our liability for a minor traveling with us by filing and processing payment for the minor before being able to confirm before the flight that they in fact are not traveling alone I had also explained to you that once confirmed the unaccompanied minor fee may take 3-business to appear back in your bankThat is something that is out of our hands once we have processed the refundIt is up to your bank based on their policies to release those funds back to youFrontier processes the refunds immediately, any delay in funds appearing in your account is due to the practices of your financial institution I apologize again for your past experiences, if you had any additional concerns or questions, please do not hesitate to follow up Regards, Customer Relations Specialist Frontier Airlines

03/25/09:AM Dear Mr [redacted] , It was a pleasure speaking with you this morning We do apologize for the damage to your bags As we discussed, we will be happy to provide you with a $electronic travel voucher for future travel on Frontier Airlines as final resolution to this claim [redacted] and to the Revdex.com complaint ID [redacted] Attached are the instructions and information needed for the redemption of the $electronic travel certificate providedThe certificate is name specific, non transferable, non refundable and cannot be combined with additional certificates for a reservationThis certificate does not have any residual value if full value is not usedPlease redeem your electronic travel certificate by going towww.FLYFRONTIER.comor by contacting Frontier Reservations @ ###-###-#### to make your reservation and to apply the electronic certificateThe certificate expires at 12:01am (CST) of the expiration date; the reservation must be made by 11:59pm (CST) the day before the expiration dateMax [redacted] - $certificate # [redacted] Expires 03/25/Frontier Airlines apologizes for the damage to your bag and the inconvenience this may have caused you We hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances Sincerely, ***