Frontier Airlines

Response Email 02/13/11:AM Dear Mr [redacted] , We have received your correspondence as submitted to the Department of Transportation and Revdex.com and appreciate the opportunity to respond Please accept my apology for any inconvenience the schedule change created for your June travel from Des Moines to OrlandoI understand your concerns with the time changes traveling with a little one In reviewing I see your refund has been processedAs mentioned it can take up to business days to appear on your side depending on your financial institutionWe do our best to notify passengers as soon as possible when we have a schedule change so if the new time does not work you can make other arrangementsRespectfully, we do not accommodate to another carrier with the schedule change however we have provided each of you with a $travel voucher for a future Frontier flightI've included the numbers for easy reference xxxxxxxxxxxxxxxxxx [redacted] xxxxxxxxxxxxxxxxxx [redacted] xxxxxxxxxxxxxxxxxx [redacted] Again, I apologize, I hope we can earn your trust in our service once again Sincerely, Customer Relations Advocate Frontier Airlines

08/09/04:PM Dear [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Frontier would like to offer our sincere apology with the difficulty in receiving assistance with reporting and locating your delayed bagWe have filed a formal complaint on your behalf with the customer service management team Please accept our sincere apology for the delay of your checked baggage when you traveled with us on July 23rd, 2016, from San Francisco, CA to Cleveland, OH 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 sent to our Central Baggage facility on August 4th, 2016, the bag did not have any bag tag or identification on it, so we could not find the ownerWe received your claim forms for the delayed bag today, August 9th, and through the matching process in Central Baggage located your bagThe bag has been set up for delivery to your neighbor, [redacted] , per your requestthe bag is being shipped day [redacted] and the tracking code is [redacted] today, August 9th, If we can be of further assistance, please don't hesitate to contact us via email at: [email protected], or by calling: ###-###-#### Monday-Friday 7:00am-4:00pm and Saturday, 8:00am - 4:30pm 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

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 the delay in responding to your email sent to [redacted] @flyfrontier.comI have verified that your email was received and responded to on July [redacted] Your refund of the [redacted] fare less the [redacted] fare has been requested and as advised will take approximately to weeks and will be mailed to the address you providedThe [redacted] bag fee was also refunded We are committed to providing our passengers with a pleasant and enjoyable experience and regret that we fell short of this when you contacted usWe have high expectations of our reservations departmentFor training purposes; we have made your comments regarding the hold time and difficulty contacting us available to the customer service management team 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] Specialist [redacted] Airlines

12/20/08:AMDear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondIt's never our intention to inconvenience our passengers and I’m disappointed to hear that your flight out of Las Vegas was cancelledThe creation of airline schedules is an incredibly complex processIn the course of hours each plane visits multiple cities across the entire Frontier Airlines networkFor that reason, bad weather in any part of North America can impact your flight, even though the weather in your departure city is fineTo be competitive in the airline industry means that we do everything possible to minimize flight disruptionsCrew members are limited in the hours they are allowed to workTime waiting on delays counts as time worked and with cancelled flights may not be able to get to scheduled flightsWe’re sorry that you were impacted by a delay related to weather in a different cityI understand that you feel disappointed, but must respectfully advise that this isn’t a situation where the airline would reimburse your other airline expense as weather is not within our controlIf you are unable to travel with us on a later flight a refund is providedI see this was done on the 18th crediting back to the card ending in ***This typically takes business days to view on your sideFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeatedIt's important for us to keep good relationships with customers like youIn an effort to prove we can do better, you were each issued a $voucher to use as a discount on a future Frontier flightWe appreciate your patience and hope to service your travel needs under better circumstances in the futureThanks, ***Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/10/11) */ Dear Ms [redacted] , Frontier Airlines is in receipt of your letter to the Department of Transportation and Revdex.com, and we appreciate the opportunity to address your concerns Please accept our sincere apology for our Bismarck, ND and FtMyers, FL not addressing the reimbursement of the hockey sticks that were purchased As per your telephone conversation with [redacted] Central Baggage Manager, we are reimbursing the total amount of $requested As a customer service gesture, we have provided a $travel voucher for a discount on a future Frontier flight To redeem your electronic voucher, visit www.FlyFrontier.com and book your flightOn the "Purchase" page, select "Voucher", then enter the following voucher number: XXXXXXXXXXXXXXXXX [redacted] Redeem by: 04/11/ [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 to 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 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] @FlyFrontier.com, 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] Manager, Baggage Services Central Baggage Services XXXXXXXXXB Enclosure: Check $

Complaint: [redacted] I am rejecting this response because: I made it very clear I will never fly on this airline again Giving a customer $credit was not my request I would like a refund of my purchase price I have had to increase my medication after waiting an extreme amount of time in line which cost me doctor bills, and increased prescription costs It’s clear this airline has no concern for their customers Sincerely, [redacted]

Dear ***,Thank you for your response.Please accept my sincere apology for any inconvenience this may have caused you and understand your frustration regarding this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occur.After thorough review, your refund request has been approvedWe have refunded the amount of $in ancillary fees that were paid as well as the ticket price of $back to a MasterCard ending in ***.Please allow business days for processing, and 1-billing cycles for the funds to appear on your statement.Your continued support is very important to usTherefore, we hope this isolated incident does not prevent you from flying with us in the futureWe hope for the opportunity to restore your confidence in our services.Sincerely,***Reservations SpecialistFrontier Airlines

Complaint: [redacted] I am rejecting this response because: During that time, there were extremely long security lines and we were there over two hours early because of thatWe also took advantage of the opportunity to check in online the evening beforeHowever, when we got to the checounter, we were told the flight was oversold and there were no open seats leftThe party ahead of us as well as the party behind us ,was told the same thingThis left at least three unhappy parties.Regardless of whether or not the flight went out with open seats, we never got an opportunity to get that far.We will not be flying Frontier again, nor will we recommend Frontier to family or friendsTo you, we are just a numberWe not only missed out on a show we bought tickets to in advance, we also spent much more than expected to fly with another airline--with whom we will be flying from now on Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/06/25) */ 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 difficulty you experienced when attempting to check in for your flight May 22, from [redacted] 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 baggageWe do offer online check in however if you are unable to print your boarding pass you would need to allow the recommended time to print at the kiosk or ticket counter agentAfter the minute cut off kiosks will direct you to an agent as the flight has closed While the customer relations agent was unable to accommodate your request for compensation, this information should always be conveyed in a courteous and professional mannerWe have high expectations of our employees and are disappointed with the behavior you described of our customer relations agent [redacted] For training purposes; we have made your comments available to the manager The request was escalated to a lead and the request for denied boarding compensation deniedLate check in is not considered denied boardingBecause you did not have your boarding pass in hand by and any bag checked by the minute cut off you did not fulfill our check in requirementsIn reviewing the flight details the flight did depart with open seatsThe flight was not oversoldWe would not reimburse for any additional travel related expenses or provide denied boarding compensationA refund of the flight was provided on June 9, Thank you very much for taking the time to writeWe value your business and hope to have the privilege of serving your future travel needs Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Response Email 03/24/04:PM Hello [redacted] , Thank you for reaching out to us once more regarding your damaged propertyIt is never Frontier's policy to assume liability for damaged electronics and I apologize that you were unable to review this policy before travelingAs always, I'm happy to help clear things up Damaged Electronics In accordance to our Contract of Carriage (which is available on flyfrontier.com), Frontier is not liable for any indirect, special or consequential damages resulting from the performance of transportation, delay in performance or failure to provide transportation of passengers and other incidental services whether or not there was prior knowledge that such damages might be incurredI apologize once more for the confusion and we appreciate your understanding and feedback as we are always seeking ways to improve as an airlineCome Back Soon Thank 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

06/07/08:AM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com.Per your response on 6/2/you stated: Check received.Thank you, [redacted] If this is incorrect please contact me back Kindly, [redacted]

01/06/04:PM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Bag Thank you for your reply backI have relayed your massage on to our baggage departmentThe description of your bag will help speed up the process of finding your bagOur baggage department or I will be in direct contact with you once your bag is locatedI am again sorry for the inconvenience this has caused you We Here You I have refunded you $for your bag feeThis refund will be made to your card ending in ***Please allow 7-business days for processing We want to win you back! Please know that we do value you as a customerIn an effort to make things right, you were issued a Frontier voucher ( [redacted] ) in the amount of $to use towards future Frontier travelYour voucher expires on April-6-but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption details Thank 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, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one Regards, [redacted] Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Dear Mr [redacted] , Thank you for contacting Frontier Airlines Central Baggage We are sorry to hear of the damage to your baggage when you traveled with Frontier Airlines recentlyIn spite of our best efforts, damages occur due to the sheer volume of baggage and the short transfer timesDamage reports are taken and handled at the airport baggage office of arrival so an inspection can be madeYour formal complaint has been filed Our records indicate you claim has been resolved at this timeIf the issue is still outstanding, please advise and we will forward your request to the airport office for response We appreciate your business and we apologize for the inconvenience you experiencedWe hope to serve your future travel needs Sincerely, [redacted] Frontier Airlines, Inc Central Baggage Service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told this was approved and they were sending me a check but no details were provided and I have not received reimbursement yet Final Business Response / [redacted] (4000, 9, 2015/08/24) */ Dear [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Our records show that our [redacted] station has been in contact with you and mailed a check for your interim expenses on [redacted] Please let us know if you don't receive this We hope to restore your confidence on a future Frontier Airlines flight Kind regards, [redacted] Customer Relations Specialist Frontier Airlines Final Consumer Response / [redacted] (2000, 11, 2015/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 6, 2015/08/30) */ Dear Mr [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We are committed to providing our passengers with a pleasant and enjoyable flight experience and regret that we fell short of this when you were unable to travel with us on August 9, from PhiladelphiaWe have high expectations of our employees and are disappointed with the behavior you described of our supervisor NicholeYour comments have been forwarded onto our Philadelphia station manager Our records indicate a refund of your August 9, flight in the amount of $was refunded back to your credit card ending in [redacted] as well as your $bag fee refunded back to the same credit card Also on August 9, your compensation checks were mailed out in the amounts of $each to [redacted] XXXXX As a gesture of apology due to your bag delays, 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:11/28/ Certificate number: XXXXXXXXXXXXXXXXX Electronic Travel Certificate: 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 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

01/16/02:PM , Hello [redacted] ,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.In the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are unavoidableThis is a situation faced by all airlines and, try as we might, no air carrier can guarantee that all flights will depart or arrive on schedule On occasion, an earlier flight may be delayed for any number of reasons which causes gate availability to be limited Airlines lease gates at the airports they serve so unfortunately they are not able to access another airline's gate, when a Frontier gate is not available.As [redacted] mentioned in his response, we issue compensation based on the length of the delay A tarmac delay less than hours but more than minutes is compensated with a $voucher which is what you receivedOur vouchers are issued for days so your voucher was issued on 7/26/and expired on 10/24/ I am sorry that you are not happy with the resolution to your complaint but I hope you will choose to fly with us again under better circumstances.Best wishes, [redacted] Customer RelationsFrontier Airlines

04/05/09:AM Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI'm sorry to hear that Chicago traffic caused you and [redacted] to arrive to the airport after flight [redacted] closed for bag drop on March We have a strict minute minimum check-in, boarding pass print and bag drop cut-off time for all of our domestic flightsWhen passengers miss a flight, they have an option to confirm the next available alternate flight, a fee may apply, based on their fareWhen airport agents are unable to provide assistance, we ask them to provide passengers with the phone number for our Reservation CenterWhile our agents were unable to reopen our flight for you, we're sorry that didn't provide helpful informationWe have high expectations of our customer service agents and are disappointed with the experience you describedWe have made your comments available to our Customer Service management team for training purposesYour comments and those from other passengers help us to identify areas that need to be improved and we are grateful to you for your feedback While your Economy fare is non-refundable, we may be able to provide vouchers for the remaining value of your unused fare, minus the applicable cancellation/change feeYour unused fees were refunded to your original form of payment on March Kind regards, ***Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We are sorry to hear you were unable to travel as plannedIn reviewing your reservation I can see that you did purchase the flights on June [redacted] and cancelled June [redacted] A refund has been requested as the cancellation was made within hours of purchasePlease accept my apology for any inconvenience when contacting our reservations department to make the change Respectfully we would not reimburse for any time spent contacting us We hope to have the privilege of serving your future travel needs under more pleasant circumstances Sincerely, [redacted] Specialist [redacted] Airlines Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Even though I accept the response from Frontier Airline that it would finally refund me a full amount, I still think its customer center representatives should be re-trained for listening to the customers' complaints and responding them properly instead of repeating its policyI will never try to ride Frontier Airline again

Initial Business Response / [redacted] (1000, 6, 2015/09/25) */ Dear Ms***, 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 I want you to know we are working on finding solutions to this problem Not all passengers follow our policies and some attempt to carry on far more than they shouldWe are, however, aware of the problems associated with those passengers who bring on too many bags and are working closely with airport personnel and flight crews to ensure that carpolicies are strictly enforced Our records indicate you purchased Economy tickets which do not include free carry on bagsHere is a link from our web site advising of bag fees: http://content.flyfrontier.com/travel-information/baggage Agents make every attempt to remain consistent with boarding and while it may have seemed like other passengers were able to avoid fees by gate checking bags that exceeded our limits, I can assure you this is not the normHowever, we appreciate your observations and will address this with our Philadelphia airport manager You are important to our future, so we appreciate this opportunity to address your concernsWe hope to have the opportunity to restore your faith in our service on a future flight Regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fee should be charged or not charged both waysSame airline should have same rules and policies fo carry-onsThat is my complaintEconomy ticket should not matter apply same rules for feesAgain I'm just one passenger but will not fly you or recommend you to anyoneAs I said paid more for baggage then tickets Final Business Response / [redacted] (4000, 14, 2015/10/18) */ Dear Ms***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns As I mentioned in my previous email, our records indicate you purchased Economy tickets which do not include free carry on bagsYou had two carry on bagsHere is a link from our web site advising of bag fees: http://content.flyfrontier.com/travel-information/baggage 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 Final Consumer Response / [redacted] (4200, 16, 2015/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated earlier in all of my other responses, it is obvious my complaint means very little and I will not be refundedI've responded to Frontier and have voiced my concerns and reasonsI've told them that they can close the case because they have decided not to refundAgain fees should be charged both ways going and returning, economy ticket or not same policy should applyJust will fly Frontier again Thank you, [redacted] ***

Complaint: [redacted] This is a step in the right direction but I do not want to mark this as resolved until we actually receive the check, because we were already promised that a check had been sent and assigned once in the past and it never cameOnce we receive the check then we will consider this matter resolved

01/18/01:PM Dear Mr***,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.As stated on our website: "Checked bags must be no larger than linear inches (that’s length + width + depth) and no heavier than poundsBaggage that exceeds these limits will have an additional charge of $for each bag that is overweight and $for each oversized bag, and bags over pounds or in excess of linear inches will not be accepted."Once the item is placed on our scales, passengers have the option to move items to another bag or carry on or pay the additional feeI'm unable to speak in regards to the other passenger in line, however, this policy is standard for all of our itemsThere are additional circumstances such a military that can take items that are slightly heavier.Based on the information provided, we don't feel the described behavior was based on discrimination or prejudice, however, we do take any claim of this nature very seriouslyWe assure you an internal investigation into the events and interactions you described will be conducted.We appreciate you taking the time to share your feedback with usWe value you as a customer and hope to welcome you on board a future Frontier Airlines flight.Kind Regards, [redacted] Frontier Airlines