Frontier Airlines

06/15/06:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for letting me know about your flight from [redacted] to [redacted] on June 4thI'm sorry there was a misunderstanding with the cancellation of one of your flights Our Apologies I'm sorry that there was a misunderstanding between you and our Reservations agent on the cancellation of your reservationI understand you only wanted your outbound flight cancelled, but instead the whole reservation was cancelledI can see how that can be frustrating, and I apologize that happened to you Reimbursement I see that you are looking for a refund in the amount of $for the flight from [redacted] to [redacted] Unfortunately, since you did take that flight we are unable to reimburse flown airfareI did see the original outbound flight you purchased was $and after our agent cancelled the trip you rebooked with a new fare of $I would like to go ahead a refund you the fare difference of $ If you could provide me an address of where I can send the reimbursement check to, I can get the process of reimbursement going for you Customer Care I took a look at your reservation and saw that the $cancellation fee was refunded to your [redacted] ending in ***It also looks like you were issued a credit in the amount of $257.40, which is under your last name on the reservation [redacted] I saw you were able to use that credit, and I'm glad that was able to work for you What I Can Do It's important for us to keep good relationships with customers like youIn an effort to prove we can do better, you were issued a $voucher ( [redacted] ) to use as a discount on a future Frontier flightYour voucher expires on September 12th, but 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 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!Regards, [redacted] s

03/01/06:AM ***,Your return flight falls under a totally different set of circumstances and policy.I provided you credit for the outbound flight because you were late arriving to the airport The credit was issued as a customer relations gesture of goodwill We do understand that there are circumstances that can cause a passenger to show up to the airport late.Your return flight does not fall under any such circumstances and is therefore subject to the terms and conditions of the ticket fare A passenger is required to cancel their flight prior to the schedule departure if they no longer intend to take the flight Failure to do so will result in the forfeiture of the ticket Respectfully, no refund or reimbursement of any kind can be honored in regards to your return flightRespectfully, [redacted] Customer Relations SpecialistFrontier Airlines

12/28/02:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I am very sorry for the difficulty in contacting usFrankly, we are very backed up from the past weather eventYour delays were caused by this event Your Stroller I regret that your stroller has been missing for so longWe had a huge baggage backup in Denver from all of the baggage from canceled flightsI do not see a baggage claim in our recordsDo you have a baggage claim number for your stroller and if so can you email this back? Our Regrets First, 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 is 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 youWeekend Weather Event Let me take a moment to explain as much as I can, why this happened This last weekend we faced severe weather across the US, especially in ColoradoAnd although the weather problem was short, it forced several delays and ultimate cancellationsWhile we tried continued to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn't successful get them where we needed themThis had a ripple effect that caused more delays and cancellationsYour Compensation Your $voucher ( [redacted] ) will remain in our system until 12/19/and your $voucher ( [redacted] ) will remain until 12/20/You do not have to travel within this time frameRedemption instructions are belowWe Value Your Business Once again, I am sorry for the travel disruption you experiencedAll of us at Frontier are working hard to improve our service and we hope you will give us another tryI am sure your next flight will be a great oneKind Regards, [redacted] Frontier Airlines

03/17/12:PM Good afternoon Mr [redacted] , We have received your follow up email, in additional to your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsAs requested, your concerns were escalated to me, the Manager of Customer Relations with Frontier Airlines I would like to provide you with the details of the credit card application that was provided to you on the flight, the details are at the link below regarding points received [redacted] As for the actual application that was signed, those do not come back to Frontier but are sent to [redacted] 's, and you can find details for them belowI can not guarantee that [redacted] will be able to provide you with a copy of the signed application [redacted] Again I know this isn't the resolution you were hoping for but hopefully the additional information provided will help clear up some of the questions you have Thanks, [redacted] Customer Relations ManagerFrontier Airlines

10/18/12:PM Dear [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns We are disappointed that you are not satisfied with our position in this matter It 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 Unfortunately, we are unable to grant your request of any tickets As previously stated, we are happy to reimburse you for your interim expenses Please feel free to submit those to us in response to this email We would be unable to provide any monetary compensation without receipts We do apologize Respectfully, ***

01/18/11:AM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Our Regrets ***, today's airports are busy and there will usually be long linesWhen a passenger misses a flight and claims we didn't have enough agents or the lines were too long, I look at the flight manifest to see if there were a large number of passengers that did not make the flightThis would indicate a problemI did not see this on your flight [redacted] I am sorry, your request has been denied and regret we could not resolve this situation to your satisfaction Kind Regards, [redacted] Frontier Airlines

I am rejecting this response because:While I sincerely appreciate receiving an apology, my husband and I still have no plans to fly on Frontier in the near future given the difficult experience that this trip was from the lost luggage in the beginning to the over hour delay at the end Given that, we would sincerely appreciate simply receiving significantly less than half of the original compensation we were promised in Portland in the form of the $refund to my credit card If the credit is issued we'll consider the matter happily resolved While we appreciate the vouchers, they won't be of use to us and seeing as the cash credit we are requesting is just slightly above half the issued total voucher value we think this is a reasonable request If it helps with Frontier's accounting to void the vouchers when a credit card refund is made we have no problem with that Sincerely, [redacted]

10/05/08:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Flight Delay We understand that it can be frustrating to experience a flight delayIn the process of operating scheduled service over many different route segments each day, an aircraft may become dirty and need to be cleanedI apologize that the cleaning of an aircraft combined with loading baggage caused your flight to be delayedWaiting For A Gate I'm sorry to see that your flight experienced a wait for a gate in San FranciscoPeriodically, disruptions in one part of the system may cause interruptions in other areas, resulting in wait times for a gateWe strive to get our passengers to their final destination as timely as possibleI'm sorry for the unexpected delay, I can only assure you these are not the standards we strive to maintain While we understand the frustration you experienced during your trip, I must inform you that we are unable to honor your refund request because travel was completed on the Frontier Airlines ticketCompensation Our records indicate that you were issued a $voucher for future use as a result of the experience, but this voucher is about to expireWhile we are unable to refund you for your flown travel, the voucher has been extended and must be redeemed by January 1st, 2017, but travel may commence after this dateAs a result of the change, your voucher number has changed and you now have voucher [redacted] Once again, I apologize for the recent experience with us and hope that you use this discount to give us another opportunity to show you how great we really areWe hope to have the privilege to welcome you on a future Frontier Airlines flight Kindly, [redacted] Customer Relations Frontier Airlines

05/17/10:AM Hello [redacted] We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns We have reviewed your comments and the receipts submitted and will reimburse you an additional $ We will not be reimbursing you for the toys purchased for your child and do not reimburse for alcoholic beverages or tips The expenses reimbursed are itemized as follows: Pet boarding additional day $ [redacted] [redacted] (no alcohol/no tip) [redacted] [redacted] *** Hotel Total $ Already reimbursed Additional reimbursement $ Again, our apologies for any inconvenience this may have caused in your travel plans and we appreciate the opportunity to address your concerns You should expect to receive the additional reimbursement check of $at the [redacted] address within 4-weeks Best wishes, [redacted]

Dear Ms [redacted] ,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.On behalf of Frontier Airlines, please accept our sincere apologies for the multiple delays of your December flight from Las Vegas to Denver and the stressful evening that followed after missing your connecting flight to Sioux FallsI'm sorry for the inconvenience this caused youWe are committed to providing our customers with a pleasant and enjoyable flight experience and we clearly fell short of this with the unprofessional behavior and the demeanor of our agents in DenverOur records indicate flight [redacted] was delayed due to weather and a ground stop issued in Denver that eveningFlight interruptions caused by the weather also create delays with Air Traffic Control (ATC) who regulates clearance for air travelWe do not compensate passengers during weather-related delays, as weather is something that we are unable to control.As you know, severe weather can cause a great deal of challenges for our passengers and employees alikeWhile we strive to operate all flights as scheduled, we must review the entire system and operation before making any decisionsPlease know, the safety of our passengers and crew is our top priority.While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.Kind regards, [redacted] Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 7, 2015/08/11) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns I am sorry you and your family were not informed of the schedule changeWith 3rd party bookings such as yours when we have a change we notify them as your agentThey in turn contact you or accept a change on your behalf; most often we don't receive your contact information from the 3rd partyIn reviewing your reservation history I can see that you contacted us regarding adding baggageNotes in the reservation show the email address for you was added and email sent You may wish to contact Expedia/Hotwire as to why you were not notified of any changesWe have high expectations of our employees and are disappointed with the unprofessional manner in which you were told the flight had been missedFor training purposes; we have made your comments available to the StLouis station managerAs a customer service gesture a $voucher for future Frontier travel has been issued for each of youTo redeem your voucher, visit www.flyfrontier.com and go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: XXXXXXXXXXXXXXXXX [redacted] XXXXXXXXXXXXXXXXX [redacted] XXXXXXXXXXXXXXXXX [redacted] XXXXXXXXXXXXXXXXX [redacted] This voucher must be redeemed by November 11, 2015, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows We look forward to welcoming you aboard a future Frontier Airlines flight Kindly, [redacted] Customer Service Frontier Airlines [redacted] Electronic Vouchers: A few more things to know about the voucher: It's not redeemable for cash It's valid for days from the date of issue and may not be extended It may not cover the entire value of the purchase It may be used only once, so there will be no remaining value after redemption It's not transferable and may only be redeemed in the name of the passenger [redacted] whom it was issuedThe name on the new reservation must match the old reservation exactly It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spent more than $on just the hotel to stay overnight in St Louis to check the next flightIf I had not spoken to thier representative the DAY BEFORE, I could understand their lack of ownership but their customer service rep took money from me for a flight that did not EXIST the day before the incidentThey could have told me then & I could have made the altered flightIt is an unacceptable attitude and their CSR's attitude at the gate is ridiculous! It's insulting for them to give me $off tickets that have to be purchased within daysI feel that they should refund my moenyNO ONE should have been treated the way our family was treated by a service industry based corporationWith baggage fees & ticket costs & extra hotel & food fees they owe me well over a $1, Final Business Response / [redacted] (4000, 11, 2015/08/30) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com Rebuttal Your comments have been forwarded onto on StLouis station manager I'm sorry you feel insulted to receive $vouchersWe are unable to honor your request to refund any ticket cost or bag fees, hotel or food cost You may want to contact your travel agency to find out why your family was notified of the schedule change While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again Kind regards, [redacted] Frontier Airlines Customer Relations

Initial Business Response / [redacted] (1000, 6, 2015/11/13) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Please accept our apology for the uncontrollable flight disruptions of both flights [redacted] due to weather which was a connecting flight through Denver arriving into Las Vegas at 10:PMYou were re-protected on a direct flight from Houston to Las Vegas flight [redacted] which also ended up being delayed due to Houston station operations issue having more than number of scheduled aircraft are on the ground simultaneously arriving at 11:PM Flight [redacted] was delayed due to ATC (Air Traffic Control), which is also an uncontrollable delay We're unable to refund used ticket, both flights were uncontrollable delaysI apologize for your bag delay and damaged handleI'm sorry to hear you missed the midnight wedding celebration with your family and friendsI have set up a refund on your bag and provided you a $voucher as a customer service gesture To redeem your electronic voucher, visit www.flyfrontier.com and simply go through the flight booking processWhen you arrive at the payment screen, select Electronic Travel Certificate from the drop-down list of payment options and enter voucher number Name: [redacted] Expires:2/11/ Certificate number:XXXXXXXXXXXXXXXXX Regards, [redacted] Customer Relations Specialist Frontier Airline Electronic Vouchers: It's not redeemable for cash It's valid for days from the date of issue and may not be extended It may not cover the entire value of the purchase It may be used only once, so there will be no remaining value after redemption It's not transferable and may only be redeemed in the name of the passenger to whom it was issuedThe name on the new reservation must match the old reservation exactly It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges

03/21/05:PM Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns During the booking of a revenue ticket, The Works poption will appearDuring the booking of a mileage ticket The Works poption does not appearTherefore it is not available on mileage ticketsI apologize for any confusion in the workingAs you feel it does not clearly state: "The Works is not available for tickets purchased using miles" Please be assured that your comments have been forwarded to our eCommerce department and our Marketing department for internal review I appreciate the time you've taken to share your feedbackIt's important we remain consistent with our policies and I'm sorry you're not happy with our final resolution Kind regards, [redacted] Frontier Airlines

01/18/02:PM [redacted] ,Every reason for a flight delay or cancellation has to be filed with the FAAEvery strike from the pilots union has to be filed as a strikeThere was not a notification from the Frontier pilots union stating they were officially on strikeRegrettably, this strike rumor was perpetuated by the media or possibly employees but there was no official pilot strikeThe delays were caused by weather which had a down line effect for several daysPer the terms and conditions of the ticket which you agreed to at bookingWe do not provide compensation or reimbursement for weather delayed or cancelled flightsI'm sorry you're not happy with our resolutionIt's important we are consistent with our policies[redacted] 01/18/09:AM Dear [redacted] ,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I appreciate the time you've taken to share your feedbackIt's important we remain consistent with our policies and I'm sorry you're not happy with our resolutionRespectfully, we do not compensate for weather-related events or consequential issuesThank you again for contacting us about your recent experienceI recognize my response to you does not change the time lost and inconvenience you’ve experienced.Regards, [redacted] Customer Relations SpecialistFrontier Airlines

09/20/04:PM Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We understand your frustration in your missing keys and in not being able to retrieve them in time to prevent the bag from going down the bag belt Unfortunately, it is a safety issue for our agents to retrieve bags once they have been placed on the belt Agents are instructed on how to lift and place bags and for their safety, they are instructed that once bags are placed on the belt they are to leave them It is the responsibility of the passenger to insure that all personal items in the bag are reviewed before check-in We do apologize As a customer service gesture, we are happy to offer you a $electronic travel voucher for future travel on Frontier Airlines Please let us know if you would like to accept our offer 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 circumstances Sincerely, ***

08/12/04:PM Hi ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I'm sorry for the difficulty receiving your magazinesI do see that the miles have been deducted from your account in June and I'm following up with our EarlyReturns department I will contact you as soon as I have additional information for youThanks for your patience Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/09/02) */ Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns I understand your frustration with the carsituation, and apologize for your recent travel experience out of Washington DC on August All passengers are welcome to board with a personal item to go underneath the seat in front of them, not to exceed 8" height x 14" width x 18" lengthFrontier does charge a fee for use of the overhead bin space If a bag is determined to be oversized, including wheels, straps and handles, it will be charged as a carryonAlthough our agent acted according to policy, this information should always be conveyed in a courteous and professional manner We have high expectations of our employees and are disappointed with the behavior you described of our gate agentsI truly am sorry for the way the agent spoke to your wife, that was unprofessionalYour comments will be forwarded onto our DCA station manger Our records indicate you made your reservation with LOWESTFARE.COM, they do advise passengers to contact the airline for feesPlease click on this link from our web site: http://content.flyfrontier.com/travel-information/baggage 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 Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent this response to Frontier after receiving the above note: Thank you for the responseAs you can imagine, I was very angry when all this happenedHowever, I do not feel that the matter is settled I read the materials (the same ones you had linked) once we got settled in Denver and agreed to pay the $charge on our way home (you probably saw that this was accepted and applied)My concern was that we would not have planned to have that carbag had we known in advance that it was going to cause a problemI found the $charge to be prohibitively, quite possibly insultingly expensive, even if it was intended as punishment We have learned our lesson on a couple fronts with regard to FrontierAll that said, I was expecting a remedy of a refund of the $charge on my [redacted] or at least a reduction to the $that we agreed to (having understood the policy) on the flight home [redacted] Final Business Response / [redacted] (4000, 10, 2015/09/11) */ Dear Mr***, We have received your correspondence as submitted to the Revdex.com Rebuttal As a customer service gesture I have requested a $bag refund to go back to credit card ending in [redacted] Regards, [redacted] Final Consumer Response / [redacted] (2000, 12, 2015/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the gesture made by Frontier that included an apology for my wifeThank you

Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for letting me know about your concerns regarding fare price differences when traveling from Milwaukee to Fort Myers on January 10, I am sorry for the disappointment of the fare difference Fare DifferenceAirfares fluctuate based on many factors, including the number of seats reserved or later canceled on a given flight, the amount of advanced purchase time, and even the price other airlines are chargingI understand it can be frustrating to purchase a ticket and later find that same fare at a lower rateRespectfully, we are unable to compensate for the difference you noticedWe Hear YouWe review our fares and policies on a consistent basis, and we strive to offer our passengers fair and competitive pricesDifferent routes have different expenditures and some routes are more expensive than othersAlthough we have found the fares we offer are typically the lowest amongst our competitors in the markets we serve, I understand where you're coming from and I'll share your concerns with our Marketing teamWe Care About YouIt is important for us to keep good relationships with customers like youIn an effort to make things right, you were issued a voucher of $(#xxxxxxxxxxxxxxxxxx) to use towards future travelYour voucher expires on April 17, 2018, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are belowCome Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airlineI'm confident your next experience with us will be a good one! Kindly, Customer Relations SpecialistFrontier Airlines

Response Email 12/05/06:AM Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Due to the circumstances we are unable to issue any refund due to the claim you submitted with your bank on November 16th, This claim has to be settled between your bank and our accounting departmentI am so sorry for the inconvenience this has caused youClaims like the [redacted] you submitted do not allow us the capabilities to submit any refunds We appreciate your response and we are sorry that we are not able to assist you in the way you were hoping Regards,Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Dear Ms [redacted] We have received your correspondence as submitted to the [redacted] and appreciate the opportunity to address your concerns Please accept my apology for any inconvenience when contacting our reservations department regarding your unused flightIn reviewing I can see that Customer [redacted] agent [redacted] responded to your email yesterday providing a voucher for the full value of your farePlease feel free to respond to her email if you have any questions regarding your voucher Thank you for your patienceWe look forward welcoming you on a future [redacted] flight Sincerely, [redacted] Specialist [redacted] Airlines Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) As explained in my original complaint, I attempted to book a trip, well within the limitations set by the airline, using my creditI was unable to do so due to the airline's mistakeMoreover, at the time I called I had written proof - email confirmations - of my booking but the airline refused to consider this and resolve the issue in a timely mannerThe dates for that trip have now come and goneI no longer have an opportunity to use the credit, and therefore requested my money back in full, as opposed to credit to use with Frontier airlines Legally I am entitled to this compensationWhen frontier airlines lost my information and did not allow me to book the trip of my choice within their own terms and conditions of sale, they breached the contract we hadNow they claim that their terms and conditions entitle me only to store credit and not to a full refundThe breaching party cannot claim the benefit of the contractI am entitled to restitution, which means to be fully repaid for any losses, and the loss to me is $If this is resolved out of court I will overlook the time and inconvenience this cost me to resolve Final Business Response / [redacted] (4000, 14, 2015/08/21) */ Dear [redacted] ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns As [redacted] explained via email on [redacted] the amount being refunded is the amount you had available at the time you called to make a new reservationBecause agents were unable to locate your reservation as a gesture of good will the fees were waived for your rebooking onlyThe refunded amount will not have the fees waived We regret any disappointment in our position in the matter Kind regards, [redacted] Customer Relations Specialist Frontier Airlines Final Consumer Response / [redacted] (4200, 16, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) As explained in my previous response, I am legally entitled to a full refund in the amount of my original ticket purchase WITHOUT having fees withheldOnce again, this is the legal result of the business violating our contract when they were unable to locate my information and book the trip of my choosing within the bounds of their terms and conditions I do not find their offer to waive the fees for a future booking "an act of good will" as they claim, because the trip I intended to take long passed before they responded to me and attempted to resolve the issueThey took an unreasonably long time given the fact that I had all confirmations of my booking in writing and immediately readyThey are attempting to claim the benefits and protections of their terms and conditions without providing the same to their customers and this should not be acceptable to you, the Revdex.com Further I have directly responded to the business, explained why I find their response and offer unacceptable, and requested that they stop contacting me repeatedly with the same exact offer, but they have not stopped and it has reached the point of harassment