Frontier Airlines

Response Email 03/28/06:AM Hello [redacted] ,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for the follow up regarding your experience on March 21, when traveling from Fort Myers to TrentonI'm really sorry to hear that you are disappointed with our resolution in this matter.RefundMy research shows that a refund in the amount of $was issued to your card ending in XXXX on March 23, Please allow a few days for this transaction to post to your account Because you flew your flight to Trenton, your reservation doesn't qualify for a refund.ReimbursementWe want to assist with the additional cost incurred due to the flight disruption you experiencedPlease respond with your original receipt attached for your hotel stayWe will still reimburse for one night as your were told.Your compensation will remain in our system for redemption until it expires on March 21, Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.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 good one.Regards,Customer Relations SpecialistFrontier Airlines

06/29/09:AM Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and the Department of Transportation We appreciate the opportunity to respond It was a pleasure speaking with you today, thank you for your feedback and concerns I sincerely want you to know that your comments and suggestions have already been delivered to upper management for review and consideration I agree with you that the level of customer service you received was unacceptable I also sincerely want you to know that this is not typical of Frontier Airlines' treatment of our passengers We take great pride in our commitment to our passengers and look forward to having the opportunity to earn back your business If 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 inquiries [redacted] Central Baggage has requested a refund of the $baggage fee you paidThe refund will go back to the original form of paymentPlease allow two credit card billing cycles for this processIn addition, we are providing a $electronic travel certificate for each passenger on your original itinerary as resolution of the complaintAttached are the instructions and information needed for the redemption of the $electronic travel certificates providedThe certificates are name specific, non transferable, non refundable and cannot be combined with additional certificates for a reservationThese certificates do not have any residual value if full value is not usedPlease redeem your electronic travel certificates by going to www.FLYFRONTIER.com or 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 date [redacted] *** [redacted] [redacted] *** [redacted] [redacted] *** [redacted] [redacted] *** [redacted] [redacted] *** [redacted] Frontier Airlines appreciates your business and apologizes for the inconvenience of your baggage complaintWe look forward to serving you on a future Frontier Airlines flight, under more pleasant circumstancesSincerely, [redacted] Customer Relations Central Baggage Services Frontier Airlines Phone: ###-###-#### [redacted] www.FLYFRONTIER.COM

08/26/01:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We apologize for the cancellation of your connecting flight departing on August 12, and any inconvenience this may have caused It is never our intention to disappoint our passengers My research show your ticket was refunded in full, including the return flight, the $change fee was not refunded since it was used to make changes on your reservations prior to travel As per our Contract of Carriage if a passenger flight is cancelled Frontier will provide transportation on its own flights at no additional charge to the passenger's original destinationFrontier will have no obligation to provide transportation on another carrierIf the options provided from Frontier or if we cannot provide the foregoing transportation, Frontier shall, if requested, provide a refund for the unused portion of the passengers ticketFor more information please visit our website at www.flyfrontier.com ***, the baggage issues are handled by Central Baggage and they will reply directly to you regarding your concerns for your missing bag and interim expenses I understand this may not be the answer you were hoping for and regret any disappointment.Thank you for sharing your concerns.Kind regards, [redacted] Customer Relations SpecialistFrontier Airlines

10/20/12:PM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond When a flight is cancelled or delayed due to weather, Frontier does not reimburse expenses or provide compensation We would not be able to reimburse your hotel You were provided compensation for this trip I authorized a free bag in each direction as a customer courtesy Because the return flight was cancelled due to a controllable issue, you were provided $travel vouchers and rebooked I would be able to void your vouchers and re-issue them to extend them to allow time for you to be able to use them Your vouchers both expire on December 28, With kind regards, [redacted] Customer Relations Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns First, we sincerely apologize for the unpleasant experience you had with us recently when you flew to Tampa and back We are very disappointed to hear that due to the long lines in Denver, that you were unable to take your original flight with and had to be rebooked on a later flight with a change fee appliedOur agents are trained to assess their lines appropriately so that lines do not get too long and cause customers to miss the minute cutoff we have in placeWe regret that this did not happen in this case As a customer service gesture for this situation, I have set up a refund of the $change fee you had to pay that day to fly later with usPlease allow 7-business days for the refund to be processed and credited back to you In regards to your return flight, I would like to apologize for the cancellation of flight to DenverAs 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 or inconvenience our passengers Normally, for controllable cancellations, the station is responsible for providing hotel and meal accommodations for overnight staysHowever, in this case, if you could please scan and attach the receipt for the hotel in response to this email, I would be happy to review that for reimbursement I understand it must have been very frustrating to have your flight the next morning also delayedAlong with our sincere apologies, you were issued electronic vouchers in the amount of $each, which provides a discount on your next Frontier Airlines flightTo redeem your 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 numbers: [redacted] - XXXXXXXXXXXXXXXXX, [redacted] - XXXXXXXXXXXXXXXXXThese vouchers must be redeemed by July 28th, 2015, 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 Respectfully, we will not be able to provide you with reimbursement for missed wages as we are not liable for missed events or work due to flight disruptionsNevertheless, Please be assured that your comments have been forwarded to our Customer Service and Flight Operations department for internal review and future consideration Thank you again for your commentsAs Frontier employees, we care about our customers and want you to choose our airline with confidenceWe're continually seeking and implementing ways to improve our service, and your feedback helps us continue this processWe hope to have the opportunity to restore your confidence in our service onboard a future flightI look forward to hearing back from you regarding the hotel receipts Kindly, [redacted] Frontier Airlines Customer Relations Lead Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/07/20) */ ***Document Attached [redacted] No, this has not been resolved Requested: Two round trip airline tickets (per passenger) [redacted] Response: Denied Request Requested: Tickets not be restricted to [redacted] Airline, but redeemable on airline of our choosing [redacted] Response: Denied Request Requested: Reimbursement of the penalty fee we were charged to reschedule our original flight from [redacted] to [redacted] Response: Reimbursed [redacted] as requested Requested: Hotel cost reimbursement in full (for evening of flight cancellation) [redacted] Response: [redacted] has addressed the issue by providing an alternative method to submit receipt, but this is still in processWe expect to receive FULL reimbursement, because this was the least expensive of all the hotels we contacted that still had an available room Verification of payment in place of original receipt has been sent (via email to [redacted] Airlines Customer Relations [redacted] ) Lost wages [redacted] - Represents total dock in pay for two days ( [redacted] ***)Does not represent total days of bed rest to recover from stress on back injury[redacted] Does not include ***'s lost wages, which are [redacted] Response: Denied Request The following was included in case description, but I am including a summary to explain why we are asking for reimbursement (#5): [redacted] made attempts to calmly discuss this (medical condition) with the three [redacted] staff at gate while waiting for information on flight, but he was told that there was nothing they could do (including assistance locating an area to lie down), staff refused request to help connect us with someone that could be of assistance, and then instructed [redacted] to return to waiting area away from the deskHe was the only person at the counter at the time [redacted] also attempted to call customer service, but was told that he needed to speak with another department that was not available after 11:00am, so he would have to wait until the following day Final Business Response / [redacted] (4000, 14, 2015/08/04) */ [redacted] We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns We are sorry to hear that your response has not resolved your concerns regarding your experience with us and the compensation you are seeking Respectfully, we do not provide round trip tickets on any airline as compensation for flight disruptions or customer service issuesThe vouchers that were provided were the maximum amount of compensation based on the situationIt 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 consistentI am glad to see that you were able to redeem the vouchers for a flight with us this week The reimbursement for the hotel expense has been processed and should be in the mail to your shortlyI hope it arrives soon for your convenience As mentioned previously, we are not able to and will not be providing compensation or reimbursement for missed work or wages per our Contract of CarriageThis policy is outlined in section 16, letter H of our Contract of Carriage, which is agreed upon with the purchase of airfare with Frontier AirlinesThis contract can be found at: http://content.flyfrontier.com/media/1283/cs_coc629.pdf Once again, we do apologize that the customer service staff in Tampa may have not been polite or professional in providing you and your husband with assistanceAlthough our staff does provide travel assistance for passengers with disabilities or injuries, they are not trained to assist with medical situations and recommend passengers seek airport paramedic attention if they are in needNevertheless, this does not go without saying that they could have assisted you seeking medical attention and for that we apologizeHowever, this does not warrant additional compensation or reimbursement for this situation Thank you for your time and understandingWe hope that your upcoming trip with us proves to be a better experience for you and your husband Kindly, [redacted] Customer Relations Lead Frontier Airlines

Dear Ms***, We have received your rebuttal as submitted to the Revdex.com We regret you are not satisfied with our resolution in this matterIt doesn't matter if it's seconds, seconds or even seconds, our cut off is minutes before departure and as I mentioned in my last email, in fairness to all customers, it is important for us to be consistent when it comes to following minute cut off policy Although we realize this is not the answer you were hoping for, we hope you understand policy Regards, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/12/22) */ Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Thank you for your email regarding the schedule change for your Frontier Airlines flightSchedule changes are often necessary for an airline to provide quality service and we apology if this change creates an inconvenience Upon review of your reservation it has been determined the schedule change details for your flight were emailed to you on December for a January flight, and a refund request was set up and credited back to your credit card ending in [redacted] We regret any inconvenience this has causedPlease understand compensation is not provided for schedule changes or cancellations We greatly appreciate you taking the time to contact usPlease know that your comments will be shared with the appropriate departments Thank you for flying with Frontier Airlines Regards, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 4, 2015/07/06) */ Dear Mr. [redacted] , We have received your correspondence as submitted to the RevDex.com and appreciate the opportunity to address your concerns. Please accept my apology for any inconvenience due to the cancellation of your June... 23, flight from Philadelphia to Chicago and the stressful day that followed. This is not a typical occurrence and we are committed to providing our customers the best travel experience, even in the most difficult circumstances. Because the flight disruption was not a controllable situation, we are unable to provide reimbursement or compensation. The flight was cancelled due to weather/air traffic control. Philadelphia had issued ground delay program beginning at 15:00 that day. The flight was delayed 27 minutes the next day due to required crew rest from the weather cancellation. Feedback like yours helps us identify areas that need improvement. This is important as we work to provide the best possible travel experience for our customers. Please be assured that your comments regarding the language difficulty have been forwarded to our reservations management for internal review. In reviewing your reservation it appears that each of you were issued a $100.00 voucher as a good will gesture for the controllable delay on the outbound flight. In case you need the information again below is instructions. To redeem your electronic voucher, visit www.FlyFrontier.com and book your flight. On the "Purchase" page, select "Voucher", then enter the following voucher number: [redacted] XXXXXXXXXXXXXXXXX [redacted] This voucher must be redeemed by September 16, 2015 but your travel date may be as far out as Frontier's schedule allows. Your business is very important to us. We hope to have the opportunity to restore your confidence in our service onboard a future flight. Kindly, [redacted] Customer Service Frontier Airlines [redacted] 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 3 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, 6, 2015/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello ***, Thank you for the follow up. I appreciate the detail behind your follow up and your researching the issues. I, like you, would like [redacted] to be an airline which I would want to travel again. There are a few factual points below that I would like to continue discussing. 1. The [redacted] voucher you saw on my account was for my flight from Chicago to Philadelphia. While it may appear that is compensation for the [redacted] airline delays on the return flight from Philadelphia to Chicago, it was actually to compensate me for the 6 hour delay from Chicago to Philadelphia. I ultimately cancelled this flight and Frontier sent me the [redacted] voucher for my delays. You can view evidence of this on the date that Frontier sent me the email voucher. This does not compensate me for the return leg from Philadelphia to Chicago. 2. I agree that Philadelphia airport put out a weather travel advisory on the day of the Philadelphia to Chicago flight. However, this advisory was only for 3 hours. After which the advisory was lifted and other airlines such as Southwest and United flew from Philadelphia to Chicago that same night. This suggests that not all airlines are created equal and that Frontier's competitors have better operations. 3. [redacted] offered passengers [redacted] vouchers for the cancelled flight. They did this that night because they acknowledged that the flight cancellation was not due to bad weather but was instead due to mismanagement. Hotel vouchers were exhausted before I could receive one because staff said that all hotels in the area were full. I should receive a voucher equivalent value for the amount I spent on the hotel. 4. I spoke with a [redacted] Airlines representative that night and they told me that if I send in my receipts through email or fax that they would be reimbursed because the airline didn't have enough vouchers. I look forward to hearing your response to each of these items promptly by [redacted] Best, [redacted] Final Business Response / [redacted] (4000, 12, 2015/08/10) */ Dear Mr. [redacted] , We have received your rebuttal as submitted to the RevDex.com and appreciate the opportunity to address your additional concerns. When we have a controllable delay or cancellation any compensation provided is in the form of voucher. We do not provide cash in lieu of a voucher. You can view our Contract of Carriage at the link below. [redacted] Cash may only be provided for oversold situations and this is handled by agents at the airport at the time. I'm sorry for any misunderstanding regarding compensation. Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Final Consumer Response / [redacted] (4200, 14, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.)

09/02/03:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe're committed to providing our passengers with a 100% pleasant and enjoyable flying experience and I'm sorry to hear that this was not the case when you flew with us recently The Works Frontier's bundle package, The Works, includes a number of amenities for one low price - in addition to pre-selecting your seat, you also receive one carbag, one checked bag, priority boarding, freedom from a change fee (should you need to switch travel dates) and full refundability (should you need to cancel their travel plans) Bundling allows us to offer multiple amenities to our passengers at an affordable price than by purchasing different amenities separatelyMy research shows that you were able to take advantage of multiple of these amenities when you traveled with us on August 27th I appreciate your frustrations about not having the extra leg room and window seat that 27F would have offeredPlease know, though, that the seat you originally selected, 27F, had it been purchased as a single amenity, would have had a value of $The seat in which you ultimately sat, 6B, had a stand-alone value of $When you seat assignment was changed, you did, in fact, receive a free upgrade Exit Row Seating My research shows that seat 27F was an exit row seatPlease know that exit row seats are the most strictly regulated seats on board any aircraft in the industryPer Federal Aviation Administration regulations, airline personnel reserve the right to reseat passengers from exit row seats if they have concerns regarding the ability of any person seated in that row to perform in case of an emergencyThis determination is made on a discretionary basis, in accordance with regulation CFR Resolution It is never our intention to be insensitive when our passengers seating assignments are modified and I'm sorry for any inconvenience you experienced as a result of thisHowever, in recognition of the fact that you received multiple amenities, above and beyond your seat preference, when you purchased The Works, and the seat to which you were reassigned had a greater value than the originally selected I am respectfully declining your request for a refund of the purchase price of The Works I know that this is not the resolution you sought, but I hope you understand the reasoning behind this decision and will still consider Frontier for your future travel needs! Sincerely, [redacted] Customer Relations Frontier Airlines

Complaint: [redacted] I am rejecting this response because: I know it wasn't the fault of Frontier. What is the fault is no flights until Dec 25th and that's because of your lack of flights. A whole week to wait or come out of pocket like I did. Yes you guys owe me. I submitted a complaint to the transportation bureau because of that. That's what is needed to be understood Sincerely, [redacted] ***

06/27/10:PM Hello ***,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Current Balance Your EarlyReturns account currently has a balance of milesMileage accrued in the program will expire if members have not earned any mileage credit from a Frontier Airlines flight, a qualifying program partner, or Frontier Airlines [redacted] during any six month periodNotificationWe contact our customers regarding expiration by emailIf your email address was not updated or you are not opted in to receive these types of updates, notification of expiration may not have been receivedWe attempted to send you an email regarding the expiration of your miles on October 25th, and again on November 18, I'm sorry to hear you did not receive notifications ResolutionYour expired miles totaled 52,and expired on December 9th, I apologize for the confusion regarding the usage of the card and reinstatement of miles As a one time customer service gesture, I will be able to reinstate the miles to your EarlyReturns account if you make a qualifying purchaseThe purchase must be made within two months from today, and must create new miles on your EarlyReturns accountMileage earned through the Barclays card can take to billing cycles to post to your EarlyReturns accountAt this time, our records do not indicate any recent miles created by a purchase on your Barclays accountPlease contact Barclays for more information Additional Information Terms and Conditions - I have included a link to the Terms and Conditions for our [redacted] Please contact us if you have any questions or concerns.Regards,***Customer Relations SpecialistFrontier Airlines

Tell us why here...Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur ApologiesAt Frontier, we are focused on providing a good experience to our customers and I know we failed to meet this commitment during your recent travelsDelays can be frustrating, but safety is our top concern and periodically our flights have to be delayed or cancelled due to this reasonPlease accept my sincere apology if you were disappointed with our handling of your delayIt's never our intent to disappoint our passengers.Your RefundMy research shows that a refund in the amount of $was issued to your card ending in XXXX on January 3rd, This covers the cost of your unused fareAn additional refund was processed to your card ending in XXXX for the amount of $This covers the cost of your bundle feesPlease allow a few days for this transaction to post to your account.Unfortunately, we are unable to refund Xxxxxxxx Xxxxx Xxxxxx's $portion of the flight from Puerto Rico to Orlando, as our records indicate that this segment was boarded.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 good one.Regards,Customer Relations SpecialistFrontier Airlines

Dear Mr [redacted] , We are in receipt of your correspondence with both the DOT and Revdex.comWe welcome the opportunity to address your concernsWe recommend passengers arrive hours before scheduled departure, as Frontier has a strict minute checut offOnce a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageIf a flight is missed, passengers are offered the next available Frontier flight with open seatsA fee is then collected based on ticket type, which is non-refundable.Our records indicate that your party did not arrive at the ticket counter until minutes prior to departureWhile the customer service agent was unable to accommodate your request for late check-in, this information should always be conveyed in a courteous and professional mannerBe assured we have forwarded your input for Management review.Your comments and those from other customers help us to identify areas needing to be addressed and we appreciate your feedbackKind regards,***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 satisfactory to me I talked to [redacted] at Frontier and he walked through the seating charges which are in fact separate charges This also closes out the Frontier Incidents of [redacted] , [redacted] , and [redacted] also agreed to request that customers be given the invoice of Taxes and fees going forward - this was the larger aspect of my requestHe was very kind and I feel good about closing this outThank you for your help in providing a advocacy process - it is very much appreciated Sincerely, [redacted]

01/30/01:PM Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Please accept our sincere apology for the delay of your checked baggage when you travelled with us on November 17, According to our records a check was processed on January 24, You should be receiving payment on it shortly If we can be of further assistance, please don't hesitate to contact us via email at: [redacted] , or by calling [redacted] Monday-Friday 7:am - 4:pm Mountain time Sincerely, [redacted] Central Baggage

Initial Business Response / [redacted] (1000, 4, 2015/07/02) */ Dear Ms. [redacted] , We have received your correspondence as submitted to the RevDex.com and appreciate the opportunity to address your concern As you can imagine, flight irregularities can be very challenging. The decision to... delay or cancel a flight is not an easy one. We have a team of specialists who continually monitor our entire system and make decisions regarding irregular operations. They decide the best possible arrangement for all involved, given the circumstances. Please know, we take great care to operate a safe and on time airline. It 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. This 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. The outbound flight on June 11, from Indianapolis was delayed due to air traffic control, all flights must have clearance prior to departing and landing. I'm sorry you were unable to make your connection and our alternate accommodation was too late for your travel, I can see a refund of the connecting flight was requested and processed on June 15, this takes approximately 7 business days to post and may take up to 2 billing cycles to appear on your statement. Because this was an uncontrollable delay compensation, hotel or food vouchers would not be provided. When we have a controllable delays like the maintenance delay on your return compensation is provided based on the length of the delay. It appears you were issued a $100.00 voucher for the delay and placed on the next flight. While you left Seattle on June 15 th the late flight arrived in Denver on June 16, the next available flight to Indianapolis was the 12:35 am June 17 th. A $100.00 voucher has been issued for you due to the delay To redeem your electronic voucher, visit www.FlyFrontier.com and book your flight. On the "Purchase" page, select "Voucher", then enter the following voucher number: XXXXXXXXXXXXXXXXX This voucher must be redeemed by September 14, 2016, but your travel date may be as far out as Frontier's schedule allows. The carry-on fee with the Economy fare is $40.00 paid at the airport or kiosk. I'm sorry you were unaware of the fee as the ticket was booked for you. Information regarding fees can be found on our website at www.FlyFrontier.com Your continued support is very important to us. We certainly hope to have the opportunity to restore your confidence in our service. Sincerely, [redacted] Customer Relations Specialist Frontier Airlines [redacted] 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 3 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.

04/18/01:PM [redacted] , As we discussed over the phone, I have reinstated 42,miles back to your accountPlease let me know if you have any additional questions.Kindly, [redacted] Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/10/27) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Damage claims are handled by the local stations so we have reached out to our Atlanta Management for more information on your claimAs soon as we hear back from them, we will update youPlease let us know if any progress has been made since filing with the Revdex.com Kind regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I originally contacted the local office twice about my damaged luggage and have yet to receive any sort of correspondence in regards to a remedyTherefore, I am going to the corporate officeIt shouldn't take this long to at least get some sort of response Final Business Response / [redacted] (4000, 10, 2015/11/16) */ Dear Ms***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns According to our Atlanta station they have contacted you directly, and have sent out a replacement bagThey will also be sending you a settlement check If this is incorrect, or you have any questions, please let me know Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 4, 2015/07/14) */ Dear Mr [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Please accept my apology for any inconvenience you experienced when booking your reservationWhen making a reservation on the website email confirmation is sent once payment is acceptedIf there is an error with the reservation it can be cancelled within hours so you can book again or make any needed changeIf the flight you were booking was no longer available you would be required to start your selections over The Economy fare purchased is non refundable, to make a change there is a $ [redacted] change fee and any fare difference per personYou do have one year from the [redacted] , date of issue to rebookIf you have any questions regarding using your credit our reservations department is available **/at XXX-XXX-XXXX Your continue support is important to usWe look forward to the opportunity to serve you again aboard Frontier Airlines Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I booked the correct flight I received an email with the flight information for a flight I DID NOT BOOK I should not have to double check that the information I entered myself is emailed to me correctly when I clearly saw it in the browser after I had selected it and confirmed it Its the same as if everybody had to double check the text in their own email BEFORE they sent itand AFTER they sent it tooWhat kind of logic is this? Final Business Response / [redacted] (4000, 16, 2015/09/02) */ Dear Mr [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsAccording to our records on August 13th Customer Relations agent [redacted] responded to your email complaint When you book with us at FlyFrontier.com or through our Reservations Department, we will send you an email with your flight itineraryIt is our passengers responsibility to review their information, this is why we have the hour policy in place, in case there is an error on the reservation As per our policy: http://content.flyfrontier.com/travel-information/travel-policies ITINERARY CHANGES If you would like to change your itinerary prior to the day of travel (date changes or city changes), you may do so at the My Trips section on FlyFrontier.comIf 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 apply the value of your purchase to your new ticket without any penalty, subject to any difference in fare and/or options pricesOtherwise, you must pay the difference between the fare already paid and any difference in fare and/or options prices, as well as a non-refundable change fee of $ We are disappointed that you are not satisfied 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 be consistent when it comes to our policy Although we realize this is not the answer you were hoping for, we are unable to honor your request We understand that each passenger has to right to choose which airline they fly but we sincerely hope that you will give us the ability to welcome you onboard a future Frontier Airlines flight, under more pleasant circumstances We look forward to the opportunity to serve you again aboard Frontier Airlines Regards, [redacted] Customer Relations Specialist Frontier Airlines Final Consumer Response / [redacted] (4200, 18, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) RepetitiveNothing has changed Complaint Response Date bumped because: Holiday

Tell us why hereHello ***, Thank you for submitting required documents in order to further assist youLet me begin by expressing my sincere condolences on the loss of your motherPlease accept our sympathy for your lossI am happy to inform you that the refund was approved in the amount of $and will be refunded back to the card ending in xxxxDepending on your bank's practices, we advice that you wait 4-business days before the amount is reflected back on your bank statementWe hope to service your travel needs under better circumstances in the future Kindly,Customer Relations SpecialistFrontier Airlines