Frontier Airlines

Response Email 05/17/07:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Refund You were issued a refund in the amount of $for the flight you missedThis was applied to your card ending in XXXXPlease allow 5-business days for processing depending on your banks practices Customer Service is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeatedYour feedback has been logged for internal review by our Management Team for training purposes.Come Back SoonI apologize again and highly encourage you to give us the chance to impress you on your next flightI'm confident your next experience with us will be a good one!Regards,Customer Relations SpecialistFrontier Airlines

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11897708, and find that this resolution is satisfactory to me.They were able to locate my bag and returned it[redacted] was excellent to work withShe was very courteous and professionalFrontier Airlines did all that I expected to address my issue Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ [redacted] , Thank you for contacting Frontier Airlines Customer Relations. We have received your correspondence as submitted to the RevDex.com and appreciate the opportunity to address your concerns. We appreciate your feedback and... need to gather additional information in order to assist you further. Please reply with the passenger name as it appears in the travel record, and the six-digit reservation code. We assure you that your concern is important to us and we will get back to you as soon as we receive this needed information. Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

07/02/06:PM Hello ***,I sincerely apologize for the experience you've had with usI promise you that is not the typical Frontier experienceIf you ever change your mind, please contact me and I'll extend your voucherHave a wonderful afternoon.Kindly, [redacted] Customer Relations SpecialistFrontier Airlines 07/02/05:PM [redacted] , [redacted] , You may keep your $travel voucher and apply it to some unsuspecting future customer's fareMy wife and I had decided that even if you would have offered us free flights with Frontier, we would not have acceptedThat is how terrible the Frontier Airlines flying experience was for usNever again will I fly FrontierI will warn my friends, family and anyone else whom I come into contact of the poor service, travel delays, loss of baggage, and the overall apathy that seems to run rampant throughout your companyI do not understand how anyone would continue to work for such a dysfunctional, dispassionate and greedy organizationGood Luck in the years to comeYou'll need it [redacted] 07/02/03:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondFlight Operations I understand you're flying with us because you have to be somewhere on a certain day and timeThat's a reasonable expectation! Please accept our apology for the flight disruptions you recently experiencedThe decision to delay or cancel a flight is not an easy oneWe have a team of specialists who continually monitor our entire system and make decisions regarding irregular operationsThey decide the best possible arrangement for all involved, given the circumstancesIt is never our intention to disappoint our customersCleanliness is Important We employ a crew of professional cleaners to make sure our standards of cleanliness are met for every flight, which unfortunately, were not when you flew with usI know that cleanliness is important for comfort when traveling and I'm sorry for the condition of the plane when you boardedI’m logging your observations for our Aircraft Appearance teamBaggage I’m disappointed to hear that the luggage from your flight to Denver was misplacedI assure you that your experience is not typical of the standards we strive to maintainI have forwarded your feedback to our leadership team at the Denver airportBe assured that this situation will be reviewed by management and addressed with the staff on duty on the date you traveledIf you still do not have your luggage, contact our baggage team at ###-###-####Optional Travel Services I can imagine your frustration when you were advised that here at Frontier, we charge for optional travel services such as carrying on a bag, or pre-selecting a desired seat in advanceI understandAt Frontier, we know that above all else, our customers want low fares and our focus is to provide the lowest fares that get you from point A to point BSelling tickets at prices as low as ours and then charging for options, allows customers to fully customize their travel experience Unfortunately I am not able to refund your fairI realize a voucher does not make up for lost time, but it is the least we can doI issued a $for your next flightYour voucher number is [redacted] Again, I assure you this is not the typical Frontier experienceWe strive to provide every passenger with a comfortable, relaxing flight experienceI apologize we fell short of thisI hope your trip to Charlotte went wellHave a wonderful Friday Kindly, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/10/11) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Frontier Airlines recommends customers arrive at least two hours or more prior to departure timeBecause of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of minutes prior to the scheduled flight departure for domestic flights, and minutes for international flightsPassengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees According to our records, you tried to cheat 2:pm for a 3:pm departure, missing our minute cut offPassengers must have bags checked in and boarding passed in hand no later than 2:for a 3:flight As a customer service gesture you were refund your unused ticket as well as your bag fees, while they were both non refundable Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have causedWe are disappointed that you may not be 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 following the policy and guidelines of our minute cut off time We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances Regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for getting back to meI would like to know how you were able to calculate a time of me trying to check in at 2:pm? That is not what I have on recordI was there before 2:pmLike I have said I was literally 1-minutes late...all of which were out of my controlI think it's funny you took record of that "check-in"I am literally unsure of how you did that since I wasn't able to physically check in at O'HareTherefore, it does just go to show that you are able to use those computers after the min markunlike you said in your [redacted] discussion I have been having with you onlineOnce again nothing that you do makes any senseAbsolutely nothing makes sense Final Business Response / [redacted] (4000, 10, 2015/10/20) */ Dear Ms [redacted] , Below is a time stamp from your reservationThis is where I got the information Date: Sep Time: 2:53:PM Caller: Agent: XXXXXX Checked In Baggage CB [redacted] XXXXXXXXXX [redacted] XXXX X Date: Sep Time: 2:53:PM Caller: Agent: XXXXXX Checkout CO 20Sep [redacted] 1530/# FXXXXX [redacted] Seq: [redacted] / [redacted] Regards, [redacted] Customer Relations Specialist Frontier Airlines

Hello [redacted] , We have received your correspondence as submitted to the RevDex.com and appreciate the opportunity to respond. Our Apologies I am very sorry to hear about your experience while trying to book on our website and over the phone with our agent for your April 22,... 2017 flight. This report is concerning and I can only assure you this is not the type of service we strive to provide. I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated. I have logged your concern for internal review. We Care About You In an effort to prove we can do better as a one-time customer service gesture, I have credited your early returns account with 5000 Early Returns points per passenger for a total of 10,000 points. Early Returns I see that you had two Early Returns accounts. For your convenience, I have combined the two accounts so you will have the benefits of both, in one account. The Early Returns account associated with your Barclays Mastercard will now be your main account number. That member ID number is XXXXXXXXXX. Come Back Soon I apologize again and highly encourage you to give us the chance to impress you on your next flight. I'm confident your next experience with us will be a good one! Kind regards, Customer Relations Frontier Airlines

09/16/02:PM Hello [redacted] ,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Per my previous response, we are unable to issue a refund of the full price paid for The Works because multiple amenities were included in this purchase price.Because your specific issue is that you ultimately did not sit in the seat that you had selected, I have issued a refund of $to the credit card on file for your reservationThis is the face value of the seat that you selected on the flight in question.I hope you agree that this is a fair resolutionWe look forward to better meeting expectations on your next Frontier flight!Sincerely,***Customer RelationsFrontier Airlines

Complaint: [redacted] I am rejecting this response because: This does not answer any of the questions or address the concerns I hadI think one of the main questions is, Is it your standard practice to change scheduled flying times on not one but two flights by more than 7-hours when a customer books? If this is the case I believe that this should be clear on your website not that minor schedule changes may occur but that we can change both your flight by more than 7-hours within hours after you book Would you agree that generally flying during the times of 12:45PM-4:43PM would cost more than to fly 7:00PM-10:45PM as evidenced by rates charged to fly during these times? I would also like to know when your flight scheduled changed? It seems very fishy that hours after booking this flight you changed your flight schedule when online I cannot find that you ever even offered the flights I originally paid forSelling a customer a product than within hours of taking their money offering them a completely different product to me sounds exactly like a bait and switch I truly believe offering travel vouchers for your flight services when it is clear your flight services didn't work and you didn't have anything you could make work is kind of joke for compensationYou deliver terrible customer service including keeping customers on hold for an hour than tell them their flight changed and you cannot offer them anything other than flying during undesirable timesNo connection flights nothingIn addition they have to now wait for you to process their refundWith this being said your compensation is here take these travel vouchers to use on a flight we cannot help you with and just deal with the terrible customer serviceI mean common to not even offer realistic compensation for the terrible customer service and deceitful practice doesn't seem at all fair Sincerely, [redacted]

10/06/12:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI am sorry you had problems using your credit and have had problems reaching someone who could resolve your issue Important Information Flight credit has an expiration date in our system and unfortunately yours had expiredHowever, I would be happy to reissue this credit in the form of flight vouchers What I Can Do Please let me know how you would like me to issue these vouchersI can issue the full amount in one voucher or split it up into two vouchersOnce a voucher is used, for any amount, the rest of the voucher is voidIf you would like two vouchers I can put them both in your name or one in your name and one in Shantes' name We Value Your Business I apologize again for the confusion about your creditAs soon as I hear back, I will issue your vouchers in the format you request Kind regards, [redacted] Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/10/11) */ Dear Mr. ***, We have received your correspondence as submitted to the RevDex.com and appreciate the opportunity to address your concerns. We regret that you left your iPad on one of our aircraft when you arrived in Atlanta.... As explained to you by the agent in Atlanta, when items are left onboard, our agents send these items to a centralized location at our corporate headquarters. There these items are matched to reports we receive via our website. I followed up directly with our Left on Board department. They did receive your online reports, and we must apologize that an automated response acknowledging your claim was not sent. Our IT department is working to correct that issue. No iPad matching your description or flight information has been received. The will continue to monitor inbound items for your iPad. Per our Contract of Carriage, we are not liable for the loss of items in the passenger [redacted] We appreciate your understanding. Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

> Response Via Email - 11/14/09:PM > Hello ***, > > We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond> > Our Apologies > I apologize for the confusion in terms of this situation, I replied to an email that had your concern in the notes listed as re-booking on our Fare Portal letterI then found after more research, that you did not use the letter, so we can honor the reimbursement request you haveWith that said, do not take notice of the first email's content> > I do understand how frustrating this situation can be, and I apologize again for the situation> > We Want To Help > We want to assist with your desired choice, and cover the cost of your flight on another airline, less the refund we already processedWe can reimburse you up to $for another airline flight per person in your party, so $total> > Please note the original itemized receipts must be sent over as an attachment, preferably a PDF docWe are unable to accept documentation within the body of your email, or as text that can be altered> > We will be happy to assist you further once the additional information has been received> > Be sure to include: > Passengers names > All reservation codes > Name of payee > Mailing address > Your preferred "Option" > Original Itemized receipts (Attachment ONLY) > A copy of your Frontier authorization letter (Attachment ONLY) > > We Value Your Business > Thank you again for contacting us about your recent experienceI recognize this does not change the time lost and inconvenience youve 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 Specialist > Frontier Airlines > > > > > Response Via Email - 11/14/08:PM > Hello ***, > > We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond> > Safety Is Our Priority > At 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 apology for the unexpected interruptionIt's never our intent to disappoint our passengers> > Reimbursement > I'm sorry you incurred additional expenses due to the recent flight disruption you experiencedI understand the inconvenience this has causedWe're unable to reimburse for expenditures like the ones you described, as the options that were given with the fare portal letter do not include a reimbursement for another airline flight> > I do understand how frustrating this situation can be, and I apologize again for the situation> > We Value Your Business > Thank you again for contacting us about your recent experienceI recognize this does not change the time lost and inconvenience youve 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 Specialist > Frontier Airlines

Response Email 08/14/04:PM Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Reimbursement Please reply to this email with a copy of your receipt for your car rental purchaseWe also ask that you send a valid mailing address We will process your reimbursement and send it via check to the mailing address After this information has been sent, we will issue the travel voucher for future frontier flights Please let me know if you have any questions or concerns 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 Sincerely, [redacted]

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur ApologiesI'm really sorry to hear about your disappointment with our fee which is typically assessed for cancellations, and for the manner in which your money was returned to youI assure you that it is never our intent to disappoint or inconvenience our passengersI'm really sorry that this happened to youChange/Cancel FeeWe understand that plans can changeThat is why we offer one of the lowest change fees in the industryWe even allow you to apply your ticket value toward the fee to help with the costNonetheless, I hear you and I do understand your frustrationTypically when a flight is cancelled within hours of booking, we do not assess this change feeI'm happy to see that you were later refunded the full amount of your reservation, $427.24, without the fee attachedThis refund was sent to your card ending in xxxxPlease let me know if you are still not seeing this refund, or if you have any further questions or concerns about thisWe Care About YouI really apologize for the inconvenience which you experienced when canceling this reservation, but we do hope you will choose to fly with Frontier againWe hope to see you soon! Kindly,Customer Relations SpecialistFrontier Airlines

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for contacting Frontier Airlines regarding your daughter's flight from Phoenix to Cleveland on December 27, I'm sorry to hear about the customer service experience you hadOur Apologies Please accept my sincere apology for the service you described concerning your unaccompanied young traveler.Frontier Airlines strives to provide the best care to all passengers, especially childrenWe have shared your concern with our In-flight Leadership team, as well as our Training department for further reviewPlease be assured, this is an isolated incident and is not typical of the standards we strive to maintainRefundRespectfully, I can not refund your child's flown travelI apologize but we cannot compensate you furtherVouchersIn my records, I can see that you were refunded the Unaccompanied minor fee and issued three vouchersYour vouchers expire on March 30, and March 28, 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 belowUnaccompanied MinorI apologize for any miscommunication regarding the services provided with the Unaccompanied minor feeTo ensure the safety and well being of unaccompanied minors, our policies ensure:?Care for your child during each flight?Extra attention from our Flight Attendants ?Release of the child at the arrival city only to the person designatedCan I have more information on who promised that we would call once your child landed because this is not a usual service we provide.My research shows we sent a flight delay email/text to [email protected] on 12/27/at 6:06pmI'm sorry if you did not receive this noticeDepending on your email settings, it may have gone to your Junk Mail folder.Come Back SoonWe hope to have the opportunity to serve you and your family again aboard Frontier Airlines.Sincerely,Customer Relations SpecialistFrontier Airline

Basically I wanted go on record that I am not satisfied with Frontier airlines response:- 1) Don't see whay they cannot disclose the details as to why my son [redacted] was removed from his flight2) What exactly are the safety issues or compliance issue that my son did not follow and result in denied transportation3) They did not address the impossible use limitations to their 'gesture of Goodwill'Their delayed responses have eaten into their 'use by'dead line significantly ! At this point I have called my Congressman [redacted] 's office and am in the process of compiling the paperwork to forward it his office as requestedTheir office is going to contact Frontier Airlines directly

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Our records indicate you purchased your tickets with [redacted] Third party agencies advise passengers [redacted] contact the airlines for feesWhile booking directly with us we have pop ups advising of our fees Our web site advises the following information: [redacted] 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 $ Most other airlines charge $or more for change fees, I invite you to check out other airline web sites Please accept our sincere apology in which we are unable to grant your requestWe regret that you feel that this was not enough, and are sorry for any frustration this may have caused 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

Complaint: [redacted] I am rejecting this response because: I am looking for a full refund not credit to Travel again with the airlineI can not afford to Travel again since I lost money on the hotel and my dog's sitter because of the cancellation.The credit should have been offered on the day I called about the accident.I am going to dispute with my credit card company since the Airline was poorly solved the problem Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/08/20) */ Dear [redacted] ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsAccording to our records on [redacted] Reservations Specialist [redacted] responded to your email complaintBelow is her response After review, we are unable to process your refund requestWe cant see any flight booked for NovemberThe flight you arrange with us on [redacted] was for [redacted] from [redacted] to [redacted] The ticket purchased is an economy ticket and that is non-refundableThe ticket value has been forfeitedAs per Frontier's policy, failure to show for any economy ticketed flight will result in forfeit of the remaining value of the ticket unless you cancel the ticket prior to the scheduled flight departure We look forward to the opportunity to serve you again aboard Frontier Airlines Kind regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) In first place, I did not bought the ticket for the [redacted] I already had a ticket from [redacted] to [redacted] for the [redacted] of [redacted] and a ticket back to the [redacted] of [redacted] were I liveWhy on earth would I purchase a ticket for the [redacted] of [redacted] (attach you can find my [redacted] flight from [redacted] to [redacted] And of course you don't have any records of my booking, if that was the case I'll have the ticket for the date that I intended in the first place 2) I find out about the wrong ticket being issue just one day before departureEven do you were the ones who made the mistake, I try to call you at the number provide in your web page, and it was useless, because, the three times I called I was on hold for a long time (last of them, over minutes on the phone) and apparently all your representatives were busy because I was not able to make the proper complain 3) And finally, after the frustration of dealing with a wrong booking and not been able to communicate on the phone provide it, I tried to change the ticket paying the [redacted] fee (witch I thought it was beyond unfair), but the web site wasn't working because I could not be able to change So, as you can see, is not about the money, is about the lousy customer service you are providing to your customers, so I stand my original claim, or you change my flight for the [redacted] of [redacted] or you refund my money Final Consumer Response / [redacted] (4200, 16, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Frontier Customer Relations and Revdex.com: Although the email address provide it is correct, I never received the email with the confirmation ticket and the corresponding schedule "Our Reservations department typically has a very short hold time if any at all".....this cannot be more inaccurate, I actually called several times once I realize the flight was for August and I was put on hold for more than an hour each time I called without any success getting through a representative It seems were getting no were with thisSo the next step is to pursue this matter legally Sincerely, [redacted] Final Business Response / [redacted] (4000, 18, 2015/11/05) */ Dear Mr***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Again, our Reservations department is available hours a day both by phone and emailWe regret any difficulties you experiencedIt 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 Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Response Email 05/03/05:AM Hello [redacted] ,Thank you for contacting me about a refund for a cancelled flight on April 13th when traveling from Austin to PhoenixI'm really sorry to hear about the flight disruption and customer service you experienced.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 for unexpected but necessary maintenancePlease accept my apology for the unexpected interruption Refund & Reimbursement As stated in the letter, we want to help reimburse any extra cost of travel due to this delayFirst, I will refund you a total of $for the second leg of your trip that was cancelledRespectfully, I cannot refund the first leg of your trip as that flight was taken Secondly, if you did buy another plane ticket or were required to stay the night in Austin, then we can reimburse you up to $for the ticket and $for a hotel roomHowever, we would need itemized receipts displaying the date, the purchase, and your namePlease submit valid receipts along with a mailing address to send a check tooOnce it is submitted and approved allow to weeks for the check to arriveWe Care About YouI hope you will reconsider flying with us in the futureShould you change your mind, your $voucher (XXXXXXXXXXXXXX) will remain valid until October 14, You do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below.Come Back SoonI recognize this does not change the time lost and inconvenience, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one!Regards,Customer Relations SpecialistFrontier Airlines