Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsWe 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, the six-digit reservation code, city pairs, and approximate travel dates, and any baggage claim information you might have 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 Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

10/08/04:PM Hello [redacted] , Thank you for contacting Frontier Airlines Central Baggage Service According to our records your bag has already been reunited with you If our information is incorrect and the bag is still missing please contact us immediately for further assistance at ###-###-#### We certainly do apologize for your delayed bag We have authorized the refund of the $bag fee you paid to transport your bag You will see a $credit on the credit card used to make the paymentThe refund authorization code is [redacted] Please allow days for processing Frontier Airlines apologizes for your delayed property and for any miscommunication to you We understand the inconvenience this may have caused youWe hope to serve you on a future Frontier Airlines flight, under more pleasant circumstances If you have any other questions or if you need the contact telephone number or address for the city your claim was filed, please feel free to contact us directly at: ###-###-#### We are open Monday through Friday 7am - 4pm Mountain time [redacted] Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 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 I'm sorry you were unable to make your scheduled flight May 15, Atlanta to New York We recommend passengers arrive hours prior to the scheduled departure timeWhile we do offer online check in as a courtesy if you are unable to check in online you would need to do so at the ticket counterAll passengers must have their boarding pass in hand and any checked bags dropped by the minute cut-offKiosks will not print a boarding pass once it is past the cut-off and will give the message as you noted to see an agentAgents will then accommodate you to the next available Frontier flight and charge the fee I understand your concern with not having another flight and needing to get to the graduation however reimbursement of the additional travel related expenses would not be providedIn reviewing the flight history the flight left with only seats occupied of the available, this was not an oversold flight Your business is very important to usWe hope to have the opportunity to restore your confidence in our service onboard a future flight Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Response Email 10/09/12:AM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for contacting Frontier Airlines regarding the cancellation and refund of your October 19, flight traveling from [redacted] to [redacted] ***I understand your concern about traveling to [redacted] in wake of the hurricane, and I am happy to help Your Refund Due to the circumstances of the situation caused by Hurricane Maria, we are going to issue a full refund in the amount of $back to the card ending in XXXXPlease note that once the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practices Come Back Soon!I apologize that your are unable to take your trip to [redacted] ***, and our hearts are with the people of [redacted] ***I highly encourage you to give us the chance to impress you on your next flight, as I'm confident your next experience with us will be a good one! Regards,Customer Relations SpecialistFrontier Airlines

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur ApologiesI am sorry to hear about what happened at the ticket counter for xxxxx's and xxxxx's flight to St LouisWhen a passenger misses their flight, they are to present the card to the agent so that they can pay for the same day change feeIt does not sound like the airport handled their late arrival appropriatelyIt's really unfortunate that happenedI'd like to offer you a refund in the amount of $Please note that once the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practicesI show the credit card used to make the purchase ended in xxxxCome Back Soon!I 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, Customer Relations SpecialistFrontier Airlines

07/11/02:PM Hi ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I apologize for any misunderstanding in Frontier's pricing policy.Optional Travel ServicesI can imagine your frustration when you were advised that here at Frontier, we charge for optional travel services such as use of overhead bin space, or pre-selecting a desired seat in advanceHere at 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 Explanation of Fees• SEATS - Although prepaying for a seat is the only way to guarantee your desired seating location, this fee is never requiredYou always have the option to take whatever remaining seat is available, on the day of travel, free of charge.• CARBAGS- You are always welcome to board with one free personal item, to go under the seat in frontThink backpack, laptop, purseThis item cannot exceed 8"x18"x14"It is Frontier's policy to charge a fee for larger bags going into the overhead bin Total DisclosureWe work hard to ensure everyone knows what to expect before making their purchase with usWhen booking directly at Frontier Airlines we fully disclose our fees via multiple pop ups that inform guests of all anticipated costs before getting to the payment page Next time you might consider one of our bundled packages, The Works and The PerksEach option bundles extra services such as bags and seats in one low price Come 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! Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: none of this was explained at time of.purchase Sincerely, [redacted] ***

01/20/10:AM Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We apologize for the delay of your checked bag We will be happy to address your concerns with you I have left a message on your voice mailIf you can please give me a call between the hours of 7:am - 3:pm mountain time that would be appreciated At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances Sincerely, [redacted] Central Baggage

Initial Business Response / [redacted] (1000, 6, 2015/08/13) */ Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We have reached out to our [redacted] station and requested a detailed account of the situation you describedOnce we have all the necessary information we will reply to your claim We appreciate your patience Kind regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Business responded with a $voucher for our next flight within a yearWe can only afford to fly every so often and this wouldn't do us any goodWe want at least the amount of a one way flight to Cancun and the amount for the loss of services due to not having luggageAlso health was put in danger because my medication was in my luggage Final Business Response / [redacted] (4000, 14, 2015/09/15) */ Dear Mr [redacted] , On September 1st Central Baggage Supervisor [redacted] wrote to youI have copied her email below Dear Mrand Mrs [redacted] , Frontier Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concernsWe have filed a formal complaint on your behalf with the Customer Service and Inflight Management teams regarding your complaints Please accept our sincere apology for the delay of your bag when you traveled with us on July 11th, 2015, from Cincinnati, OH to Cancun, Mexico In spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely mannerOur records indicate that your delayed bag was forwarded to Cancun and delivered to you on the 13th of July, and we would certainly like to apologize for the day bag delayYour bag was delayed due to a bag belt problem in CincinnatiThe equipment at the Cincinnati airport is owned and maintained by another airline, that tried to rectify the problem as quickly as possible but did cause Frontier to delay several bags for the Cancun flight If you have original receipts for interim clothing and toiletry items purchased during the delay, you may scan and email the receipts to [redacted] or mail to the Central Baggage address below, for forwarding to the Cancun Management for review and reimbursementYou may reach our Cancun Baggage Service office directly: XXX-XXX-XXXX, with any inquiries Frontier Airlines, Inc Attn: Central Baggage Serivce [redacted] XXXXXX [redacted] XXXXX As a customer service gesture, we have provided a $travel voucher each for [redacted] and [redacted] for a discount on a future Frontier flight To redeem your electronic vouchers, visit www.FlyFrontier.com and book your flightOn the "Purchase" page, select "Voucher", then enter the following voucher number: [redacted] #XXXXXXXXXXXXXXXXX and [redacted] #XXXXXXXXXXXXXXXXX exp 03/01/ Please be sure your new ticket matches the name EXACTLY as shown below, or the discount may not be recognized Last Name: [redacted] First Name: [redacted] Amount: $ Redeem by: 03/01/ Last Name: [redacted] First Name: [redacted] Amount: $ Redeem by: 03/01/ [redacted] Terms and Conditions for Electronic Travel Certificates: -The passenger is responsible for payment of any difference between the value of the certificate and the value of the ticket -Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased -Valid for months from the date of issue and may not be extended -Nontransferable; may only be redeemed in the name of the passenger [redacted] whom it was issued The Certificate cannot be: -Applied toward the purchase of Travel Insurance or STRETCH seating -Applied toward baggage fees, change fees, or other charges -Combined with any other voucher, promotion, or discount -Used with group travel -Redeemed for cash Other conditions may apply For any questions regarding your certificate or to redeem, please visit www.FlyFrontier.com or contact Frontier Airlines Reservations at X-XXX-XXX-XXXXWe are open hours / days a week for your convenience If we can be of further assistance, please don't hesitate to contact us via email at: [redacted] , or by calling: XXX-XXX-XXXX Monday-Friday 7:00am-4:00pm Mountain time At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances Sincerely, [redacted] Central Baggage Supervisor Frontier Airlines Best, [redacted] Customer Relations Specialist Frontier Airlines Final Consumer Response / [redacted] (4200, 16, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not feasible, we will not be able to fly by that deadlineThe company caused me health issues, two nights worth of fine dining among a ruined vacation

01/02/04:PM Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns As the supervisor of Customer Relations your concern has been forwarded to me for further reviewI assure you, this is the correct department to handle your concern I understand your frustration with our refund policyOur policy states that in order to receive a refund, Except for tickets purchased for travel within days (hours) of travel, all tickets may be cancelled for a full refund up to hours after the time of purchaseIf travel is booked within days prior to the travel date or not canceled within the hour window, no refund is issued My records show that you reserved your flight on Dec19, and requested to cancel on Dec26, Because this is out of the hour refund period, no refund will be issued I understand the confusion this policy has caused therefore, as a one-time customer service gesture, I am willing to cancel your reservation, waive the cancellation fee of $and issue you a Frontier flight credit in the amount paid, $98.10, for use within the next days Please advise if you wish to cancel your reservation, [redacted] , and receive a credit in the amount of $ Regards, [redacted] Frontier Airlines

Initial Business Response / [redacted] (1000, 7, 2015/12/15) */ ***, Thank you for contacting Frontier Airlines We are continually working to improve our service and minimize baggage mishandlingSituations such as this are no more acceptable to us than they are to our customersWe can only assure you that your experience is not typical of the standards we strive to maintain Respectfully, we are unable to honor your request for refund of your checked bag as bag fees are non-refundable Nonetheless, in an effort to restore your confidence in our service, we have issued an electronic voucher in the amount of $25, which can be applied towards your next Frontier Airlines flight To redeem your voucher, visit www.flyfrontier.com and go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: XXXXXXXXXXXXXXXXX - [redacted] - [redacted] These vouchers must be redeemed by February 26, 2016, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again Sincerely, [redacted] Reservations Specialist 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

Hello [redacted] , Thank you for contacting Frontier Airlines about your reservation to fly from [redacted] to [redacted] on August 7thI'm sorry to hear that you were not able to take this flight, and I apologize for the way our agent handled your situation at the airport.Our ApologiesI'm sorry to hear how things turned out when you arrived at our gateFinal boarding takes place min before departure and the doors close min before departureOur records indicate that the doors closed for this flight at exactly 11:49, ten minutes prior to departureI appreciate the opportunity to address your concernsIt is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as plannedWhen a passenger is not able to take their flight, we are usually able to rebook the passenger on the next available Frontier flight for a $fee per passengerAs a customer service gesture for the way your situation was handled, our agents were able to rebook you on the next available Frontier flight without any chargesCustomer Service is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatI apologize for the way our agent handled your situation at the airportI am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeatedAgain, I apologize for the difficulty you experienced with this reservationI hope we will have the opportunity to provide better service in the futureKindly, [redacted]

Response Email 09/29/11:PM 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 flight to [redacted] ***I'm really sorry to hear about your vacation not working out as planned RefundSince the ticket for your flight is non-refundable, we are not able to refund you your ticketAccording to my records we have offered you a credit for the amount you spent on your flight to use towards future Frontier Airlines travel If you have any questions or concerns regarding your credit please don't hesitate to email me backWe 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

Response Email 04/04/01:PM Hello Laura, We have received your correspondence/communication with the Revdex.comI'm sorry to hear that you are dissatisfied with our customer service Duplicate Reservation I have done some research on the situation you described, and our records show that the duplicate reservations were both cancelled onlineThey were not cancelled by Frontier agents Refund I understand your frustration with the flight disruption you experiencedBecause you flew your flight to Fort Myers, your reservation doesn't qualify for a refundWe are unable to refund for flown travel Come 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.Regards,Customer Relations SpecialistFrontier Airlines

03/07/11:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond On December 28th I sent you this message: Our ApologiesFirst, I just want to say on behalf of Frontier, we are so very sorryWe’ve had hundreds of disrupted flights over the past few days and we know this has been incredibly inconvenient and frustratingWe are focused on providing a good experience to our customers and we know we failed to meet this commitment to youSafety is Our PriorityAs you can imagine, flight irregularities can be very challenging and I'm sorry you experienced a flight cancellationI also know that you expect to get where you're going safelyIt's never our intent to disappoint or inconvenience our passengers Reimbursement I have issued the reimbursement of your [redacted] ticket in the form of a checkThe amount of $had been reimbursedPlease allow 4-weeks for the check to be processed and deliveredPlease respond back if this address is incorrect I will sent the check to: [redacted] Voucher InformationI see that you were issued a $voucher to use as a discount toward a future flight with FrontierThe voucher will expire March 21st 2017, though you are able to book as far as Frontier's schedule will allow Come Back SoonWe know that as a company that has people like you counting on us, we failed youWe take this letdown very seriouslyWe know that we could have done betterAnd the whole company, virtually every department and employee, is working hard to get us back on track and make things right for our customersThank you for choosing Frontier and we hope to make it up to you on your next flight with us.Best wishes, [redacted]

02/24/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI'm sorry to hear about your troubling medical issues and certainly understand this has been a trying year for your familyI regret any misunderstanding or misinformation that may have occurred when you asked for a second voucher extensionI did find vouchers in our system for $eachOur expiration policy is that vouchers must be redeemed within days of issue and I see that your original vouchers have already been extended once, with a new expiration date of April 2, Your vouchers only need to be redeemed before the expiration date of April 2ndThis gives you about weeks to book a future trip before your vouchers expireThere are no restrictions on the travel date, and you may book future travel out as far as Frontier's schedule allowsOur current schedule shows seasonal service begins from Bozeman Montana on May 5th and ends on August 8thEach voucher must be redeemed separately in the names as follows: [redacted] ([redacted] 0001) [redacted] ([redacted] 0001) I hope this helps clarify that your voucher credit is still available for redemption, and that you do not have to travel before expiration on April 2ndKindly, ***Frontier AirlinesCustomer Relations

Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Dear Mr***, 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 confusion regarding your carfeeWith the Economy fare purchased there is a fee to cara bag larger than the free personal itemIf agents determine your bag to be of carsize the fee would be collectedBag fees are non refundable In reviewing your reservation it appears you contacted our reservation department on July 10, inquiring about a refundThe agent provided a credit of the bag fee as you had mentioned you were military personalIf you can provide documentation such as travel orders or proof of active duty we will refund the fee Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because:Unfortunately, it is not my fault that Frontier Airlines gave me faulty information concerning my flight delaysIf there was a possibility my 2nd flight would have been held, I should have been informed of thisThe Airline made me feel as though this was my only option to get home in a timely manner and get to my job on timeI would prefer to work with someone higher than [redacted] She does not appear to understand that I did what I was advised to do and am simply following up in the manner which I was told to do [redacted] has responded in a timely manner, for which I am appreciative, but it is time to speak to someone who can actually help meThe fact is that Frontier Airlines held my 2nd flight to accommodate for my delayed first flightI was forced to pay additional money to make that flight when it was completely unnecessaryI hold Frontier Airlines responsible for this and will not accept anything other than a reimbursement.Thank you to the Revdex.com for assisting me in this Sincerely, [redacted]

04/07/11:AM [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOn behalf of Frontier, please accept our sincere apologies for the inconvenience you and [redacted] experienced due to severe weather in Denver Due to blizzard conditions and power outage the airport was on hold for traffic in and out and then it was shut downI apologize for poor communication regarding the delay and final cancellation.During times when we are experiencing cancellations due to weather related issues, Frontier Airlines allows passengers to make changes to their reservation without certain penaltiesWe do not compensate passengers during weather-related delays or cancellations, as weather is something that we are unable to controlWhen re-accommodation is not acceptable and the passengers take alternate travel we are unable to assume liability for additional incidental or travel-related expensesMy research does show that you have been issued a refund in the amount of $which went back to the credit card ending *** You also were issued bag refund in the amount of $($went back to credit card ending [redacted] and $went back to ***)Your request for $reimbursement has been denied as there is no explanation as to what the expense is forFrontier is granting an exception for other airline tickets purchased with electronic vouchers onlyPlease submit your receipt if other airline tickets were purchasedIt is never our intention to disappoint passengersWe hope to have the opportunity to serve your future travel needs under more pleasant circumstances.Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

05/04/02:PM [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.We 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 seatsWhile 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 manner Your comments have been logged for Management reviewWhen re-accommodation is not acceptable and the passenger takes alternate travel we are unable to assume liability for additional incidental or travel-related expensesThe records are showing that [redacted] boarded the flightBecause you purchased a non-refundable flight your request for a refund has been deniedHowever, I have issued a electronic travel certificate for you only in the amount of $and a refund of $that will go back to the credit card ending [redacted] for the bag feesI regret your reluctance to fly with Frontier Airlines again, and hope for the opportunity to restore your confidence in our servicesKindly, [redacted] Customer Relations SpecialistFrontier Airlines