Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Frontier Airlines recommends customers arrive at least two hours or more prior to departure timeBecause of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass in hand a minimum of minutes prior to the scheduled flight departure for domestic flights, and minutes for international flightsPassengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees The kiosk is programmed to stop checking in at the minute cut off and give a message: "Your flight is boarding soonPlease proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the minute cut offYou must have your boarding pass in hand at the minute cut offWe advise this while making your reservation as well as in your emailed receiptWe understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have causedWe are disappointed that you may not be 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 following the policy and guidelines of our minute cut off time Thank you for taking the time to writeWe look forward to welcoming you onboard many future Frontier Airlines flights Regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) They completely ignored the matter of their website and employees who instead of taking Regular guests when there was no one on the VIP line also made me miss my flight Final Business Response / [redacted] (4000, 9, 2015/09/19) */ Dear Mr [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Our records indicate you went on line August 24, the night before your return flight and at 7:pm you paid $for your bag and at that time you could have checked in and printed your boarding pass When arriving at the airport your bag must be checked in and boarding pass in hand at the minute cut offWe regret that you feel that our agent didn't provide customer service because she wouldn't call the gateOur agents must be consistent and follow policy to be fair to all passengers On August flight [redacted] O'Hare to Orlando was scheduled to depart at 1:and this flight pushed out of the gate at 1: We are sorry for any frustration this may have caused Regards, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/10/11) */ Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns I apologize for error that occurred while booking your reservationI agree in stead of pointing finger at what took place in the booking processAs a customer service gesture I have issued you a $electronic voucher for future travel As a gesture of apology, 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: 1/8/ 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 Consumer Rebuttal / [redacted] (3000, 8, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi Yolanda, I do really appreciate kind gesture but I can't guarantee I will be able to use it within days as I have a baby on the way in DecemberCan this be given in a gift card format or used with no expiration date, as that would be perfect, because like I said I will most definitely fly frontier again but again, days is not long and I don't want to rush to use itIf it can't be a credit on my CC, I'd really like the $to have a non-expiration or at least a year I appreciate your help Final Consumer Response / [redacted] (2000, 11, 2015/10/16) */ I accept customers solutionThey extended voucher to July I accept, thank you!

03/31/06:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.On behalf of Frontier, please accept our sincere apologies for the inconvenience your family experienced due to severe weather.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 controlYour request for reimbursement of the other airline ticket you purchased and the rental car expense has been deniedWhen re-accommodation is not acceptable and passengers take alternate travel we are unable to assume liability for additional incidental or travel-related expensesYou have been issued a refund in the amount of 1,for the unused portion of the Frontier ticketThis refund went back to the credit card ending ***$was processed on March 26th and $was processed on March 27, In addition to the refund I have issued each passenger a $electronic voucher as a customer service gesture, which provides a discount on your next Frontier Airlines flight.To redeem your vouchers, 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: [redacted] , [redacted] , [redacted] , [redacted] The vouchers must be redeemed by October 4, 2016, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allowsIn reference to you comments regarding Frontier profiting from your lossWe did not rebook at a higher rateYour records indicate we refunded you your original fare.While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.Kindly,LorettaFrontier AirlinesCustomer Relations

Initial Business Response / [redacted] (1000, 6, 2015/09/25) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns I am sorry to hear that your husband [redacted] was unable to travel as planned on July out of FtMyers Our records indicate you have provided Frontier Airlines documentation from his doctor stating [redacted] was unable to travel for days [redacted] purchased an Economy ticket and any changes made would have resulted in a $change fee plus any current fare difference [redacted] 's ticket credit may be applied towards travel to any destination that Frontier servesHis reservation is documented to waive the $change fee due to the documentation provided by his doctor Refunds are not provided due to stitchesHere is a link from our web site: http://content.flyfrontier.com/travel-information/travel-policies We look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances Regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) My husband did not jJUST have stitchesIf that were the case the doctor would not have told him he could not travelHe cut his achilles tendon and is still not fully recoveredFrontier told me they would refund the ticketThat is what I am still expecting for them to doI do not believe that his medical records, due to confidentiality issues, need to be producedThat is what Frontier Airlines told meThey told me I only needed a note from the doctor, which was provided to themI did not use the travel insurance that I purchased because they said it was not neccessaryPlease have them explain why they told me I did not need that and that they would give me a full refund of my husbands ticketI will not settle for anything less than a full refund of $ Final Consumer Response / [redacted] (4200, 12, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with Frontier airlines response because they originally told me exactly what I needed to do for a refund, I did exactly what they told me I needed to doThey did not give me a refund as they said they wouldInstead they are now offering me a creditThat was never discussed up frontThey said they would credit my credit card, not give me a voucherWhen a business tells you one thing and then gives you something different, they should have to do as originally promisedWhat ever happened to customer service? After this ordeal, I do not want a voucher because I do not want to do business with a company with such bad customer serviceI still want what was promised which is a full refund credited back to my credit card Final Business Response / [redacted] (4000, 14, 2015/10/18) */ 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 you were always advised of a credit, never does it say a refund or credit back to your credit cardA credit refers to the credit of his ticket waving the $change fee [redacted] 's ticker is a non refundable ticket Our link from our web site advises a letter from his doctor will provide a waiver of the change fee Here is a link from our web site: http://content.flyfrontier.com/travel-information/travel-policies 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

05/27/07:AM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We apologize for the inconvenience you and your husband experienced caused by our flight disruption Flight [redacted] was cancelled on May 15, due to controllable reasons Your husband must have been on a separate reservation You did not include that or his name You chose to rent a car and drive home I would be happy to consider reimbursement of your car rental, the gas and meals, but we are unable to do so without receipts Please provide a car rental receipt showing a $-0- balance, the gas charge and a detailed receipt of your meals (alcoholic beverages and gratuity is not included) for consideration You may scan the receipts and attach them to a response of this email or fax them to my attention at ###-###-#### As reimbursement is made by check, we would require your address Respectfully, we do not reimburse lost wages I look forward to resolving this with you With kind regards, [redacted] Customer Relations Frontier Airlines

09/19/11:AM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond On behalf of Frontier Airlines, I sincerely apologize for your delayed/ lost bag and the lack of common courtesy exhibited by the airport staff hired to help youManagement is aware of your complaint and takes these matters seriouslyWe have not received your bag in our warehouse to dateOn September 8, 2016, I sent you claim forms so that we can start the claim process while we continue to search for your bagPlease print, complete, and return those claim forms ASAPOnce we received your completed claim forms, we can start the process to compensate you for your lost luggage in the event that your luggage is not located Should you have further questions and/or concerns, please feel free to contact Central Baggage at [redacted] Sincerely, [redacted] CENTRAL BAGGAGE SPECIALIST Phone: [redacted] www.FlyFrontier.com

02/18/09:AM ***,Although our agents are required to enforce carryon size limits and collect applicable fees, they are required to do so in a professional manner and I'm sorry that was not the caseYour comments will be passed along to the employees management teamI'm sorry 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 remain consistent and fees appropriately charged are not refundable, non could she have avoided the fee by placing her purse inside her carryon, as her carryon exceeded 8x14xas documented in her fileI understand this may not be the answer you were hoping for and regret any disappointmentSincerely, [redacted] Customer Relations SpecialistFrontier Airlines

Response Email 03/29/08:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I am sorry to hear that you experienced miscommunication in regards to extending your credit shellWe do not typically extend credit shells past the expiration date but as a one time customer service gesture I will extend the expiration date for you Voucher I have issued you a Frontier voucher (XXXXXXXXXXXXX) in the amount of $Your voucher expires on June 29, 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 A voucher can be used towards a future flight with us just as a credit shell could have beenSince it expired I have issued you the voucher in the place of it Come Back Soon I apologize again and 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

02/02/02:PMDear [redacted] ,Thank you for contacting Frontier Airlines We are sorry about your checked baggage fees Your Frontier Airlines ticket was used to purchased a ticket on another airlines by Frontier The bag fees were included in that purchase so there is nothing left to refund We apologize for any miscommunication.There are circumstances when Frontier Airlines does not assume liability for baggage issuesEach airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits, or exclusions, of liabilityWe have attached a copy of our Section Claim Limits and Procedures for your reference.We're committed to providing our guests with a quality travel experience, and are disappointed you did not receive the level of service necessary to fulfill that commitmentAlong with our sincere apologies, we have issued the following Electronic Travel Certificate, which provides a discount on your next Frontier Airlines flight.This certificate may be redeemed during online booking on the payment information page at FLYFRONTIER.comPlease review the terms and conditions and keep in mind the passenger name on the new reservation must match exactly as displayed in the attachment above:Note: This document is informational only and holds no value Terms and ConditionsThe Certificate is:• Stored in Frontier Airlines database and can be applied towards the purchase of a new ticket for any Frontier or Frontier Express flight Only one certificate may be redeemed per ticket- The passenger is responsible for payment of any difference between the value of the certificate and the value of the ticket Any remaining value after redemption is null and void• Changes may be made to your reservation after the initial ticketing; however, a change fee and fare difference may apply, depending on the type of ticket purchased Valid for year 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 issuedWhen redeeming online, the name on the new reservation must match the name on the Electronic Travel Certificate exactly Applied equally among all passengers in the same reservation when booked online.The Certificate cannot be: • Applied toward baggage fees, change fees, or other charges• Combined with any other voucher, promotion, or discount • Used with group travel • Redeemed for cash For any questions regarding your certificate or to redeem, please visit www.FLYFRONTIER.COM or contact Frontier Airlines Reservations at [redacted] We are open hours / days a week for your convenience We will contact you if your property is located Frontier appreciates your business and hopes to see you on a future flight under more pleasant circumstances.Sincerely, [redacted] Frontier AirlinesCentral Baggage Service Specialist [redacted] Website: www.flyfrontier.com

10/01/07:PM Hello ***, I have received your correspondence from the Revdex.comCancellations You are correct that you can cancel a flight free of charge when you do so hours after making your reservationSince you tried to cancel 1/weeks after making the reservation, the hour policy doesn't applyOur cancellation policies can be found in section part A of the contract of carriage that you agreed to before completing your bookingAs much as I'd like to, I am unable to provide further compensation in fairness to other passengers We hope to welcome you aboard soon! Kindly, [redacted] Customer Relations SpecialistFrontier Airlines

08/12/11:AM [redacted] We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I'm sorry for any miscommunication regarding the departure date of your flight on June When you booked this flight online, you selected the departure and arrival date of June Also an email confirmation was sent indicating flight [redacted] departed Los Angeles June at 12:59am and arrived in Orlando June at 9:02am.As I stated in my previous email your tickets are non refundableI refunded the baggage and seat fees for all passengersThe refund for reservation [redacted] was $and for reservation [redacted] was $This has been refunded back to the original credit card ending in 3616.Sincerely, [redacted] Customer Relations SpecialistFrontier Airlines

Hello [redacted] , Thank you for contacting Frontier Airlines regarding your flight from [redacted] to [redacted] on October 8th, I've looked over your reservation and found that you were able to retain your flights into [redacted] Additionally, there is a note regarding your conversation in which you were told we would unfortunately not be able to offer you hotel compensation With that information provided, please let me know if I can assist you further in regards to your Revdex.com complaint Regards,Customer Relations SpecialistFrontier Airlines

Tell us why here...Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI am very sorry that you missed your flight on December 16, from New York to Atlanta because you accidentally made Atlanta the destination and not the departing cityBecause of the no show status, the money was lost, and we are unable to refund you for thisHowever, we are able to issue the full amount as a credit shellI will follow up with you once this credit shell has been issuedI apologize again for your past experience, and I hope you choose to give Frontier another chanceI'm sure your next experience with us will be a good one! Kindly, Customer Relations SpecialistFrontier Airlines

Response Email 03/02/11:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Customer Service Is Key Frontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatI am sorry that your employee experienced this inconvenienceNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated I am going to forward this on to the airport leadership team to help prevent this from happening in the futureYour Refund I see that an agent issued you a refund for your employee's flights to a card ending in XXXXThe refund was issued on February 27, Please note that once the transaction has been processed by us, it may take a few days to post to your account Come Back Soon I am sorry for the inconvenience but I hope you choose to fly with us againI am confident your next experience will be a good one! Regards, Customer Relations Specialist Frontier Airlines

Response Email 04/04/10:PM 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 April 3, when traveling from Atlanta to Los AngelesI'm really sorry to hear you were unable to boardOur ApologiesI'm sorry to hear how things turned out when you arrived at our gate checounterFrontier has a strict minute cut off and once a flight is closed, our agents are unable to reopen the flight to board passengersIt is never our intent to inconvenience our passengers and I'm sorry you were unable to travel as plannedCustomer CareI can certainly understand you're wanting funds returned for a service that was not providedI have researched your reservation to find a credit was issued on April 3, for $To redeem your credit, please go to www.FlyFrontier.com when you are ready to book travelYou will create a new reservation and continue all the way to the payment screenClick on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE." You will enter this confirmation code: XXXXXX, and this email address: xxxxxxxxxxxxxxxxxxxxIf applicable, a credit card will be required for any residual value.What I Can Do I understand you are also asking for a refund for the return flight of your reservationFor a non-refundable reservation I can cancel the flight for a $cancellation fee, then issue the remaining balance back to you as a creditPlease let me know if you would like to proceed with this optionI will not make any changes to your reservation unless further requested by you We Hear YouFrontier 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 repeatedCome 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

01/16/11:AM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for taking the time to share your experience with usOur Apologies [redacted] , I sincerely apologize for such a long delay As you can imagine, flight irregularities can be very challengingThe decision to delay a flight is not an easy oneWe have a team of specialists who continually monitor our entire system and make decisions regarding irregular operationsThey decide the best possible arrangement for all involved, given the circumstancesWe strive to provide our passengers with a safe, comfortable, and enjoyable flightSometimes in ensuring our standard of service it can cause delaysI know your time is valuable and I apologize you experienced the delay you didYou Are Our Priority! I'm sorry for the behavior you describedWe take these types of reports seriously and use them as training opportunitiesFrontier has zero tolerance for mistreatment of our passengers in any formWe strive to create an atmosphere of mutual respect among employees and our guests We have a well-deserved reputation for delivering a consistently high level of service to our customers, and I apologize this went amissI forwarded your message to our Baggage manager to follow up on this valuable training opportunityVouchers [redacted] , unfortunately I am unable to provide a refund for your flightAfter speaking with my manager however, we issued two $voucher for your and ***'s next flightI included your voucher numbers and instructions on how to redeem the vouchers below [redacted] 's Voucher: [redacted] ***'s Voucher: [redacted] I encourage you and [redacted] to give us another opportunity to provide you with a superb flight experienceI'm confident your next flight will be a vast improvementHave a wonderful day [redacted] Kindly, [redacted] Customer Relations Specialist Frontier Airlines

02/17/01:PM Hello [redacted] , Thank you for your responseI'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 occurHowever, in fairness to all customers, it is important for us to remain consistent I spoke your case over with a supervisor to see if there was anything else we could extend to you and we've decided that as a one time customer service gesture, I can issue new, unassigned travel vouchers in the amount of $200, and extend the expiration dates out a full yearI know this isn't the ideal resolution you were looking for, but it is the best we can do for a situation like yoursPlease advise if this is what you would like to do and I would be happy to get that started for you I look forward to your response Best, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] */ Dear Mr***, We have received your correspondence with the Revdex.com and appreciate the opportunity to address your concerns I'm sorry you were unable to make your flight from Denver to Seattle on June 21, We recommend passengers [redacted] hours before scheduled departure, as Frontier has a strict minute checut offKiosks will advise to see an agent once the flight has closed to assist with accommodating you to a later flightOur agents are unable to reopen the flight after cut off to print passes [redacted] check in baggageIf a flight is missed, passengers [redacted] offered the next available Frontier flight with open seatsA fee is then collected based on ticket type, which is non-refundable Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedbackThank you for taking the time to write Kindly, [redacted] Customer Relations Specialist Frontier Airlines

Response Email 08/31/09:AM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for contacting Frontier regarding your lost baggageI am deeply sorry that it took so long for us to find and deliver your bagThis is obviously not the type of customer service we strive to deliver and I want to offer you compensation for the stress which you incurred Flight Voucher I called and talked to your son in law, and informed him that I would be sending you a $flight voucherSo, your flight voucher number is XXXXXXXXXXXXXXXXThis flight voucher expires on December 1st, 2017, but you do not have to fly by thenTravel just has to be booked on flyfrontier.com before the expiration dateFurther voucher details are below Come Back SoonI apologize again for your past experience, and I hope you will use the discount on your next flight with usI highly encourage you to give us the chance to impress you on your next flightI'm confident your next experience with us will be a good one!Regards, [redacted]

01/01/09:AM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for contacting us and we apologize for the delay in our responseFirst, I just want to say on behalf of Frontier, we are sorryAt Frontier, we are focused on providing a good experience to our customers and we know we failed to meet this commitment to you on flightOn December 17, we faced severe weather across the US, especially in ColoradoAlthough the weather problem was short, it forced several delays and, ultimately, led to many flight disruptions and cancellations that continued for several daysWe know you were counting on us and we take letting you down very seriouslyPlease be assured that we are working swiftly, at the highest levels in our organization, to ensure that, in the future, we make good on our commitment to provide a seamless flight experienceTo be considered for reimbursement we ask passenger to send in all there receipts of expenses they had to make due to the cancellation of the flightIf you can please email me back with all the receipts, they will be looked and a reimbursement can be provided in the form of a checkThank you for your patienceKindly, [redacted] Customer Service Frontier Airlines