Frontier Airlines

Response Email 10/06/06:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Thank you for following up about the difficulties you have had with our Early Returns programI'm sorry to hear about all of the frustration you have been going through in regards to your Early Returns account and I apologize that there has been a delay in receiving your 40,miles.Early ReturnsIts frustrating to hear that you're unhappy with our Early Returns programI know that it is one of the most generous programs in the industry and we review it often to make sure it remains that wayYour concerns will be shared with our Marketing team Your AccountReviewing your account, I have found that there might have been a message lost in correspondence when you sent your initial letter I see that your active account number is XXXXXXXXXXX, with a combined balance of 41, miles and your last positive activity was on XXXXXXX I can confirm that you do in fact have 41,miles on your early returns accountIf you want to use your miles just go onto our website, and click on the drop down menuFrom there you should see an option named 'Ways To Save', which you will then click on and select frequent flyer Once on the frequent flyer page you will click on 'Use Miles' on the left side of the pageIf you have any further questions or comments regarding the use or balance of your miles, please let me knowCome 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

Initial Business Response / [redacted] (1000, 6, 2015/09/12) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns My Condolences to you and your family On behalf of Frontier Airlines, please accept our sincere apologies for the multiple delays of your cousins refundI understand your frustration when you were advised this was resolved when indeed it was notI'm sorry for the inconvenience this caused you I contacted our Specialist from our Audit Revenue Accounting department and she has advised me she placed [redacted] on the Manual Refunds for upload tonightHer $refund will go back to the MC [redacted] 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 Consumer Rebuttal / [redacted] (2000, 8, 2015/09/15) */ Hello, Please be advised I have spoken with a [redacted] representative who has confirmed payment from Frontier Airlines on September 3, Thank you for being a listening ear and the ammunition that has forced Frontier Airline to refund the money There needs to be more offices like Revdex.com that help families like mine rest assured and confidently know that justice was served in honor of our deceased family member Thank you and God Bless, [redacted] On behalf of my cousin, the late [redacted]

Response Email 03/08/06:PM Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Damage I am very sorry to hear about the brown spots that you found on your clothingFrontier does not assume liability for any damage to the contents of bagsWhile I know this is not the resolution you were looking for, Frontier is not liable to reimburse for this type of damageI apologize for any inconvenience Come Back SoonWe truly hope that the inconvenience you encountered doesn't deter you from booking with us in the futureWe hope to see you on a future Frontier flight!Sincerely,Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/08/13) */ Dear Ms [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 flight on [redacted] from [redacted] due to long security linesWhile TSA may advise airlines of long security lines flights may not be able to be heldWe recommend passengers arrive hours prior to departureBoarding begins approximately minutes prior to departure if you are not in the gate area at that time you may lose your seatAt minutes prior the flight would be closedWith the Economy fare purchased if you are unable to make your flight you can be accommodated to the next available flight for the $same day confirmed feeThe $charge was for your checked bagRespectfully, there would be no refund as the ticket was used In regards to other passengers not being charged, if they had the Classic Plus fare there is no fee or if they were coming from a connecting Frontier flight which was delayed they would not be charged the fee We value your support and look forward to serving your future travel needs under more pleasant circumstances Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) She asked me when I purchased my ticket and I told her about days ago and that's when she Said fee! The other passengers had the same ticket as me I asked them! Plus I paid for my seat number extra! you guys are horrible my family and friends will never fly you again! I'm also going to post all over social media about this horrible experience if my tickets are not refundedThis is Unacceptable customer service! Like I said earlier in my complaint I'm happy it was just me taking your airline and not my husband and four children! I'm going to post what happened on my Facebook now so all of my friends and family can see your response too if this is not refunded backThank you Final Consumer Response / [redacted] (4200, 12, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want a refund or I will never fly you with again, nor will my entire family!!!! I asked two of the people and they had the same ticket and did and was not charged!!!!! All the lady asked me was when did I but my ticket and I said days ago she said that will be dollars then! So make it right and refund the money!!! Final Business Response / [redacted] (4000, 14, 2015/09/10) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com 2nd Rebuttal As I mentioned in my last email, this is policyI even provided a link from our web site Our policy for check in is no later than minutes at the ticket counter, boarding pass [redacted] hand and bags checked, which you didOur policy also is being at the gate and ready to board minutes before departure All airlines are given a minute window from departureThis is due to Air Traffic Control, if need be they will have flights depart earlier or laterFlight [redacted] pulled from the gate at 7:49, minutes before departure The email we send out advises be at the gate minutes before departure, also check your boarding pass, it shows doors close at 7:42.You said you ran to the gate and it was pulling out at 7:48, minutes after the doors closed You said the [redacted] line was long; you were in line for hour and minutesWe have no control of [redacted] just like [redacted] has no control of any airline, so for them to say airlines hold flights this is not a true statement for [redacted] to advise passengersThis is why we advise being at the airport two hours before departure We are unable to honor your requestWe 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 policy 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 Business Response / [redacted] (1000, 6, 2015/10/14) */ Dear Mr [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Reservation [redacted] you had credit from a previous flight $and you were charged $on September for the below flights The Works =$Credit = $ Sep flt =$Charge= $ Sep flt =$ Total $ Total $ I apologize for any error that was made on our web siteOur records indicate on September you went to our web site and added flight [redacted] on September ($149.00)and removed flight [redacted] on September ($69.00), you also removed flight [redacted] from Atlanta to Philadelphia on September 30($15.00) The Works for your one way flight =$ September flight = $ Total $ $216.86-$181.00= $which what you were charged on September after you made the change Our records indicate we sent you four emails on September with the changes, this is the reason we send emails so our passengers may review their reservation and contact us for any changes On September Mrs [redacted] called to change your return from September to October 1, at which time she realized your return flight had been canceled Reservation [redacted] was purchased on September in the amount of $plus $bag fee for travel on October from Atlanta to Philadelphia 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, 2015/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Frontier - You acknowledge the website system error with an apologyI had to pay for a one way ticket back to Philadelphia from Atlanta I should at the minimum receive compensation for the one way ticket You acknowledge fault so make good on the error I apologize for any error that was made on our web siteOur records indicate on September you went to our web site and added flight [redacted] on September ($149.00)and removed flight [redacted] on September ($69.00), you also removed flight [redacted] from Atlanta to Philadelphia on September 30($15.00) Final Business Response / [redacted] (4000, 12, 2015/10/25) */ Dear Mr [redacted] We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns I'm sorry we are unable to honor your request, an email was sent to you advising you of your flightAt that time you could have contacted us to make any adjustment to your reservation 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 occur Regards, [redacted] Customer Relations Specialist Frontier Airlines

02/03/10:AM Dear Mr [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns I have left you a message to contact me at [redacted] so that I can go over this with youI can be reached between the hours of 7:am - 3:pm mountain time Monday - Friday Sincerely, [redacted] Central Baggage

09/19/07:PM [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for your patience as I researched your concerns Upon receipt of your correspondence, I initiated an internal investigation into your concerns regarding the delay for the wheelchair request for you in [redacted] The airport advised me that you were checked in for your flight at 6:am and records show that you boarding your flight at 7:amI was also advised that it will take approximately to minutes for the wheelchair agent to get to the gate When a passenger arrives at the ticket counter or gate they will be asked to wait until an attendant can be called to provide wheelchair service available as soon as possibleSince the flight schedules can vary in addition to the numerous unscheduled wheelchair requests we receive, at times there may be a short delay until a wheelchair is availablePassengers are assisted on a first come first served basisI was advised that our wheelchair vendor in [redacted] will ask the [redacted] agents to assist with wheelchair assistance when they are busy Although Frontier has a contract wheelchair vendors in [redacted] , it is still Frontier’s responsibility to ensure timely wheelchair service is provided from the terminal to the gate and from the gate to baggage claimI have shared this incident with all station managers along with the vendor managers for further internal follow-upEven though all communications and actions with our employees and vendors are proprietary and confidential, we will take the necessary steps to do everything possible to ensure our expectations of exceptional service are maintained [redacted] , it is Frontier's responsibility to assist passengers with disabilities, in accordance with the US Department of Transportation (DOT) regulation CFR Part which requires carriers to provide or ensure the provision of assistance requested by or on behalf of a passenger with a disability, or offered by carrier or airport operator personnel and accepted by a passenger with a disability, in moving from the terminal entrance (or vehicle drop-off point adjacent to the entrance) through the airport to the gate for a departing flightFrontier did not violate this part of the regulation on September 7, in [redacted] when you received wheelchair assistance within a timely manner If you wish to report this incident or pursue enforcement action with the Department of Transportation (DOT), it is within your rights to do soThis complaint will be counted in our summary of written complaints that we provide annually to the Department of Transportation (DOT) I apologize if a priceless photo frame was damaged in you checked bagDid you advise the agent at the ticket counter that there was any fragile item inside? If you had told them they would most likely would advise you to bring it onboard with you since we do not cover damaged items in a checked in bag Except where required under the Montreal Convention, Frontier is not liable for the priceless frame if you pack them and your luggage is lost or damagedThis would include any antiques and collectiblesFor more information regarding what we do not cover for damaged items in your bags please visit our website at: https://www.flyfrontier.com/travel-information/baggage/ and click on the Damaged and Lost Baggage link As a customer service gesture I issued voucher number [redacted] in the amount of $that will provide a discount on your next Frontier Airlines flightThe voucher must be redeemed by April 1, 2017, but you do not have to travel within this time frame 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 value you as a customer and look forward to serving you aboard a future Frontier Airlines flight Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Response Email 08/25/02:PM Hello [redacted] ,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsThe refund of the purchase price for your tickets and the electronic travel vouchers are what we are able to offer as a gesture of our compassion toward our customersI understand that this isn't the resolution you sought, but please be assured that you have received the most consideration that all of us here in Customer Relations can provide in this instanceAll of us must comply with the rules as laid out in the Contract of CarriageI still hope you'll reconsider your decision to fly with us!Sincerely,Customer RelationsFrontier Airlines

09/27/10:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Canceling a Ticket Fares are non-refundable unless "The Works"bundle is purchased or it is within hours of booking the reservationIf you want to cancel after the first hours you will be charged $per person as a cancellation fee For more information, please visit our website under the "cancel a ticket" or the "refunds" tab Come Back Soon I recognize that this is probably not the answer you were hoping for, but we have to stick to our policy for the fairness of all our customers Kindly, [redacted] Customer Relations 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 I'm very sorry for any inconvenience our schedule change between Washington and Denver has caused you and your husbandAlthough schedule adjustments are a necessary part of air travel, please know that these decisions are not made lightly Flight schedules can be very tough to manage due to frequent changes in costs and market demandWe have a team of specialists who continually monitor our entire system and make adjustments only after careful review of market viabilityWhile we always strive to maintain schedule consistency, there are situations where changes are necessary despite our best efforts The voucher number you sent me has expired, vouchers are valid for three monthsAs a customer service gesture I will reissue them, please send me the number of the other voucher Thank you for your patience, I await your reply Regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) While we appreciate them giving us voucher numbers that work (they said they expired after three months, they didn't work two weeks after we got them) they are not ackowledging the true issueChanging flights without a decent amount of notice much less optionsWe were at the C.O.P.Smemorial A memorial for fallen officers which we sent representatives as a cop was killed in their departmentIt was important to all involved to be thereYet we were cut short by this great inconvenience and disappointing lack of care for customersIt was like having to lead your brothers funeral early as there were no options due to late noticeMy request (2) to talk to upper level management is totally ignoredDO we accept this? No, is it going to change? NoWe hear it is what it is with Frontier Final Business Response / [redacted] (4000, 10, 2015/10/20) */ Dear Ms [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns We did acknowledge the true issue in the first email that was sent outI explained and apologize about our hour and minute schedule changeOur records indicate your reservations were made with a third party agency, [redacted] Our schedule change was done on April and an email was sent to them advising our of schedule change, they don't provide passengers information such as emails or phone numbers so we were unable to contact you at that timeIt is up to Lowestfare to contact you and advise of the schedule change I'm sorry you feel you were ignored, I don't see any remarks requesting anything about upper managementPlease know it is never our intention to inconvenience our passengers We look forward to seeing you on a flight soon Regards, [redacted] Customer Relations Specialist Frontier Airlines

08/05/10:AM Hello [redacted] I would like to thank you for contacting us in regards to your recent experience with Frontier Airlines I am a customer care specialist that has been assigned to review your case Flight Delays First, I would like to personally apologize for all of the stress and inconvenience you experienced during your recent trip from San [redacted] to Las Vegas It is never our intension to delay our passengers and I can understand your frustration because I know how much people look forward to vacations and when time is cut out of that vacation due to flight delays it can be very frustrating Previous Delays After reviewing your file, I was able to see that the reason for the extended delay was previous flight segments being delayed by weather That being said, weather delays are not your fault nor is the delay the only thing that went wrong during your flight experience so I believe we do need to take action in order to make this situation better We Can Do Better First, I refunded all of your baggage fees to each individuals card that they used in the original purchase for a total of a $refund In addition to that I have issued each of you $travel vouchers for use on future Frontier flights The vouchers expire November 2, and I have attached instructions on how to redeem these vouchers to the bottom of this email Hope To See You AGain Once again I would like to apologize for all the inconvenience you experienced during your recent flight experience I hope you will come back and give us another chance to serve you on future Frontier flights I hope you were still able to have a great time in Vegas Kindly, [redacted] Customer Care Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 4, 2015/06/24) */ 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 you experienced when your flight cancelledIf you could please forward the reservation code, city pairs and dates of travel we will be happy to research your request Thank you for your patience, I look forward to your response Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 4, 2015/07/16) */ Dear Ms [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 misunderstanding when canceling your reservation Once a reservation is cancelled to reinstate to the same flights all fees would applyWhen the new reservation [redacted] was completed email confirmation was sentThis includes all flight details and shows both outbound and returnIf any changes need to be made you would need to contact reservations again within hours I understand your frustration and the additional worry of your little one not feeling wellI have requested a refund of the original reservation [redacted] for the [redacted] This takes approximately business days and will credit back to the card ending in [redacted] 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 [redacted] Airlines

10/27/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Carry on Bags vsPersonal Items It is Frontier's policy to charge for use of the overhead binYou are always welcome to board with one free personal item, to go under the seat in frontThink briefcase, laptop, purseA free personal item must be smaller than 14"x18"x8", while a carbag may be up to 10"x16"x24" Our Apologies I apologize for the confusion regarding your cheprocess, and the inconsistency between check-inAccording to my record, you were each charged $for your carry on bags upon arrivalFurther research indicates that you were charged $each on your reservation from MarchYou can review the charges from current and past reservations 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!Kind Regards, [redacted] Customer Relations Specialist Frontier Airlines

02/24/12:PM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe're disappointed to know that your family was unable to redeem their miles before expiring, as a result of no activity in the last monthsAlthough the terms of our Loyalty Program advises that: Frontier Airlines reserves the right to change or terminate the EarlyReturns®Program, in its entirety or any part thereof, without notice to Members; we contacted our customers regarding the month expiration by email that occurred last MarchIf 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 receivedChanges may include, but are not limited to, alteration to Program rules, General Terms and Conditions, travel awards (subject to fees/taxes), mileage award levels, partner affiliations, rules for earning mileage credit, continued availability of awards, or the number of seats available for award travel (subject to fees/taxes) to any or all destinationsAs a one time exception, we have credited back the miles to each of the three accounts for a limited amount of timeThey must either have positive activity or redeem the miles before March 25, as no further extensions will be consideredPlease know that you don’t necessarily need to fly to earn EarlyReturns milesThe easiest way is with a Frontier MasterCard or you can check in to one of our Partner hotels and check out with EarlyReturns miles in your accountThe same goes for car rentalsThere are actually several ways to earn miles—flying is just one of them! Don't forgot going forward, that unredeemed mileage accumulated in your account will expire at the end of the six-month period after your last activity dateWe appreciate you sharing your concerns with us and hope this incident does not prevent you from continuing to be a frequent flyer with us in the futureSincerely, ***Customer Relations SpecialistFrontier Airlines

Complaint: [redacted] I am rejecting this response because we are not satisfied with Frontier as they are citing upholding a policy that does not look at specifics within our issue to withhold any additional reimbursement for the issueAs a result of Frontier losing our luggage, we had no chargers to power our phones after 12+ hours of travel, which was so long because of delayed Frontier flights, and I did not have my contacts/glasses to see besides the day [redacted] contacts I flew inWithout making calls to Frontier to confirm I'd get reimbursed for purchasing new contacts and to [redacted] 's [redacted] for my information I could not get my prescription so I could clearly seeThe entire issue and costs were because of Frontier losing our luggage even though there was plus hours between connecting flights and the only alternative we would have had to using the Hotel phone was asking a stranger for their cell phone Sincerely, [redacted]

Response Email 09/12/09:AM Dear Sofya, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Please accept my apology for the change in your seat assignment when departing [redacted] August 10, and any discomfort this created for your familyWe do our best to keep like seating in the event we may need to changeReasons for needing to change can be weight and balance issues or the seat is not functioning properly or has been damagedIn reviewing I see the seat fee for all passengers in your party has been refunded and a $(expire date 2/21/18) travel voucher provided to each for the moveRespectfully, any compensation provided is in the form of travel voucher I apologize again for your past experience, I hope we can earn your trust in our customer service once again Sincerely, Customer Relations Advocate Frontier Airlines

Response Email 03/31/01:PM Hello Anthony, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for contacting us about your cheexperience on March 29, when attempting to travel from Orlando to MemphisI'm really sorry to hear that you missed our minute cut-off and had to pay for a rental car as a result Our ApologiesI'm sorry to hear how things turned out when you arrived at our check in counterFrontier has a strict minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageIt is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned.Check-InI know firsthand that navigating an airport can be challenging, especially when there are long security linesIt's for that reason that we require passengers and their baggage to be checked in at least minutes prior to departureIt really is a good idea to get to the airport at least hours in advance of your flight We Hear YouI understand it's frustrating that our counter agent could not accommodate your request for late check in, but there is no excuse for the behavior you describedWe take these types of reports seriously and use them as training opportunitiesReimbursement Request I'm very sorry to hear that you faced the expenses of getting a rental car to make it back home in order to be on time for school and workHowever, we are respectfully unable to reimburse for those expensesI apologize for the inconvenience Refund Request Respectfully, in situations like these, we are unable to process refundsHowever, as a one-time customer service gesture, I will be able to delete your missed flight and issue the value as a credit shell to use towards future Frontier travelI will let you know once that credit shell has been established Come Back Soon I apologize again for the time lost and inconvenience, and I hope you'll choose to use your credit shell towards a future Frontier flightI'm sure your next experience with us will be a good one! Kindly, Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 10, 2015/06/01) */ Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We apologize for the delay of your baggage when you traveled with on May 13th to Las VegasIn spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely mannerWe certainly apologize for any inconvenience this delay created for you Our records indicate that you received your bag on May 15thCentral Baggage Specialist Miles has requested a refund for a $baggage feeHe also sent you information regarding our interim expense reimbursement processIf you have not already, please send receipts for any interim expenses to: Frontier Airlines Attn: CBS POBox XXXXXX Denver CO XXXXX If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:AM - 4:PM Mountain time Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

08/17/09:AM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Safety is Our Priority For safety reasons passengers who appear to be under the influence are not allowed to boardI'm sorry you were unable to travel from Cancun however notes from the station advise that when trying to assist authorities were called and you were escorted from the terminal for the disturbanceAt Immigration and Customs you were aggressive and shouting at officers Our agents in Cancun did contact Apple representatives regarding this situation Respectfully we would not reimburse any additional expenses for denied boarding due to intoxication Sincerely, [redacted] Customer Relations Specialist Frontier Airlines