Frontier Airlines

Complaint: [redacted] I am rejecting this response because: I have sent photos already It is not possible to capture in a photo that the handle does not work The photos I previously sent do show the damage - the bent bar and the tear (along with the tire mark) I have offered to bring the suitcase to one of their representatives to personally view the damage ( a min drive for me), they declined Their offer to review additional photos is simply a stalling tactic, they clearly have no intention of resolving this Sincerely, [redacted] -***

12/24/10:AM Hello ***,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for letting me know about your experience on FrontierWe are growing incredibly fast and it's feedback like this that help us identify where we can improve as an airline.Our ApologiesI understand you're flying with us because you have somewhere to beThat's a reasonable expectation! I'm sorry to hear about the two cancellation that you had to deal with due to weatherI would also like to apologize about the long waits on the phone and being disconnected when you asked to speak to a supervisorWe Hear YouI understand this was a frustrating inconvenience and I can only assure you these are not the standards we strive to maintainPlease be assured that your experience has been forwarded to the Leadership Team responsibleIt is feedback such as yours that enables us to make changes to our product, and better serve our passengers.We Care About YouWe have refunded your flight with Frontier, you will be seeing the transaction of the refund in two different transactionsOne transaction will be made in the amount of $the second transaction will be made in the amount of $ I understand you are asking for a partial reimbursement for your new flightIf you can please include your receipt for your flight with another airline, we can take the reimbursement for consideration 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 to use as a discount on a future Frontier flight [redacted] Voucher # [redacted] Expires: March 21, ***, [redacted] Voucher # [redacted] Expires: March 21, 2017Come 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! Kindly, [redacted] Customer ServiceFrontier Airlines

03/04/11:AM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Flight Cancellations I apologize for the inconveniences caused by the cancelled flightMy research shows that the flight was cancelled due to weather on a previous segmentI apologize if this information was not given to you previously Refund I see that a refund was processed for $on March 3rd, Please allow 7-days for the refund to process back to the card ending in #*** Other Airline Reimbursement I regret to inform you that we are unable to reimburse you for the other airline expense that you incurredI know this is not the answer you were hoping for but since the cancellation was due to something out of our control we are unable to reimburse for incidental expenditures like the ones you have described Voucher Compensation I see that you and Alice each still have a voucher available to use on a future Frontier flightThe vouchers will expire on March 20th, but travel may be booked as far out as Frontier's schedule allowsThe voucher numbers and instructions for use will be down below While we recognize this does not change your experience we hope that you will choose to fly with us again in the future Regards, [redacted]

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur ApologiesFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatIt sounds like we failed this time and that is regrettableWhat I Can DoUnfortunately, I am unable to honor your request for a refundSince the credit expired, I am unable to extend the date on itWhat I can do is provide the $in the form of a travel voucher that may be used on a future Frontier flightI am also going to extend the expiration date of the voucher for year so that you have more time to redeem itFor your convenience, I have provided your voucher information below***- #xxxxxxxxxxxxxxxxYour voucher expires on December 12, 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 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

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ 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 inquiring about your gift cardWe have recently updated our systems and with this Gift Cards must transition into a credit reservation to be usedThe credit reservation you have in the amount of $(same as the gift card) is [redacted] This can be used online or with our reservations agents at XXX-XXX-XXXX XX/ Thank you for your patienceWe look forward to welcoming you on a future flight with us Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very pleased with the resultThe Revdex.com did what I was unable to doIt means a lot to me on numerous levelsThank you all very very much!!

Initial Business Response / [redacted] (1000, 5, 2015/08/25) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns In reviewing your reservation SCS3RX I can see that the refund of the unflown segment and seat fees has been refunded to the card ending in I apologize for the misinformation and if you could please attach the JetBlue receipts and the authorization letter you were given we will review for reimbursement as soon as possiblePlease also include the mailing address Thank you for your patience, I look forward to your response Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 16, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the help and understand that they will issue a credit but that was on 8/she said it would be to days then a check in to weeksso Please don't close this because I still have not gotten any refund Final Business Response / [redacted] (4000, 18, 2015/10/02) */ Dear Ms [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Our records indicate a refund in the amount of $was refunded on July 15,to credit card ending in [redacted] On August a check request was sent in the amount of $2,149.70, advising it will take to weeks (being September to October 7) Thank you for your patience Regards, [redacted] Customer Relations Specialist Frontier Airlines

11/07/08:PM Dear [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns As was stated in our previous communication, according to our records the agents stated the wheels of your personal item were sticking out of the sizing binOur agents are trained to identify bags they think will not appropriately fit under our seatsUnfortunately, there is nothing more we can do for you as this is our policy I'm really sorry that you are disappointed with our resolution in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occur Thank you for sharing your concerns Regards, [redacted] Customer Relations Frontier Airlines

Initial Business Response / [redacted] (1000, 11, 2015/10/21) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We apologize there was not sufficient room onboard the our aircraft to carry on you bagCarry on bags are $and checked bags are $As a customer service gesture we can either refund your $or provide a $voucherPlease advise your preference 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] (2000, 13, 2015/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept a $voucher Final Consumer Response / [redacted] (3000, 19, 2015/10/28) */ I was told this case is close, but I don't think the business has resolved the case yetWe have agreed on a resolution but this business again failed to deliver the voucher they agreed to Final Business Response / [redacted] (4000, 21, 2015/11/08) */ Dear Ms***, We have received your rebuttal as submitted to the Revdex.com You never replied and advised me if you wanted the $refund or $voucher We have issued an Electronic Travel Certificate in the amount of $which provides a discount on a future Frontier Airlines flightPlease review the terms and conditions belowTo 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: 2/3/ 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

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 concerns Please accept my apology for any difficulty you experienced when traveling with us *** [redacted] In reviewing your information I can see that the travel vouchers have been provided by our agent [redacted] If you have any additional questions regarding your vouchers please feel free to respond to the email Thank you for your patienceWe look forward to the opportunity to serving you on a future Frontier flight Sincerely, [redacted] Customer Relations Specialist [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although the company shorted me $on a $voucher I was promised because I used another voucher (that was unrelated to the $voucher) that was issued prior to the $letter on May 14th, I was still able to purchased a round trip plans ticket w/ the $voucherSo I am satisfiedThanks you very much

Complaint: [redacted] I am rejecting this response because: I need to see the refund Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I was not late checking in; but bluntly disregarded and igonered by staff Sincerely,r [redacted] *** - [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/09/01) */ Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns In order to access your travel record, I will need additional informationPlease send your confirmation code Regards, [redacted] Customer Relations Specialist Frontier Airlines