Frontier Airlines, Inc.

07/13/04:PM Hello *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI would first like to express my condolences for your loss. Your ReservationI am sorry to hear that you were
unable to travel as plannedWhen you reserved your flight online, you checked a box that says "by selecting you are agreeing to the Terms and Conditions"Per the terms and conditions of the ticket you purchased, the ticket is non-refundableTickets that are purchased within days before the flight date, are non-refundable, we offer a credit for the cost of the flight minus the cancel fee of $99.The credit that was issued to you for $is valid for days from the date of issue Using Your CreditTo utilize the reservation credit you have you can book online at www.flyfrontier.comOnce you have selected your flights, on the payment screen, select Have Frontier Credit? Add Frontier Credit Here, enter the reservation confirmation number that your credit was issued on in the field provided and email address, and select RetrieveI really understand that you are upset with us and realize this isn't the answer you were hoping forI am unable to process a full refund as requested Regards, *** Customer Relations SupervisorFrontier Airlines

***, Please accept our most sincere apologiesMiles had been added back to your account, under "qualifying," but not "redeemable." Obviously you are interested in having miles that can be redeemed for travelI have changed the category of the miles, and they should reflect in your accounts now, expiring in months Please double check and verify that they are correctly showing Kind regards, *** Customer Relations Specialist Frontier Airlines

Response Email 10/04/08:PM Hello ***, Thank you for contacting Frontier Airlines regarding your flight on September 24th when flying from *** to ***I apologize for the confusion with your baggage items, as well as the handling of the situation by our
agent Our ApologiesI'm sorry to hear that your cheexperience wasn't as expectedYour description of our agent is concerning and I can only assure you this is not the type of service we strive to provideI'm sorry that happened to you. Customer Service is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated Baggage Fees I cannot refund you a baggage fee that has already been processedOften times, Frontier will ask someone to carry their bag on the flight as the checked baggage and cargo section of our flight is fullI apologize for this inconvenience, and assure you it is not a common occurrence Come Back SoonI 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

03/24/09:AMDear Ms***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsOn behalf of Frontier Airlines, I sincerely apologize for your experience during your recent travel with us Per our conversation on 3.21.2017, pilferage must be reported within hours of arrivalTherefore, we are not able to process a pilferage claim as a month's time has elapsed We are disappointed that you are not satisfied with our position 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.With that being said, it is my hope that you will choose to fly Frontier again and give us a chance to deliver a better travel experienceI have been authorized to issue $electronic travel certificates in each of your passengers' name redeemable on future Frontier travelHowever, I am not able to offer any monetary compensation If you wish to accept this offer, please contact me directly at *** and I will issue those vouchers immediately Sincerely, ***

02/27/05:PM Dear ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.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 occurHowever, in fairness to all customers, it is important for us to remain consistentI have stated our reasoning for denying your request in our previous correspondenceAlthough we realize this is not the answer you were hoping for, we hope you understand that we provided you with more than the typical amount of compensation based on your situation. Thank you for sharing your concernsKindly,***Customer RelationsFrontier Airlines

Initial Business Response /* (1000, 6, 2015/09/01) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I have requested that a member of our Central Baggage Service assist you directly
They will be in contact with you this week
We appreciate your patience
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (2000, 10, 2015/09/11) */
I agreed to their proposal but not impressed with their offer for restitution for this matterDidn't think their offer was good enough

Initial Business Response /* (1000, 6, 2015/10/02) */
Dear Mr***,
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
Our Portland ticket counter closed at 5:amOur records indicate you tried to check in on the kiosk at 5:am and then at 5:am and twice at 5:am, you missed our cut off by minutesI'm not sure what line you were referring to, other than you and Micah we show two other passengers missed our minute cut offWe had over passengers who made this flight
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,
***
Customer Relations Specialist
Frontier Airlines

Response Email 04/04/06:PM Hello Tracy, Thank you for contacting Frontier Airlines regarding your son's flight from Cincinnati to Denver on the 18th of April Refund I understand that this is a frustrating situation, and especially in the instance where
their friend and co worker is in a dire situationWe are honoring a refund as a one time customer service gesture for the concernsThe amount of $has been refunded back to your card ending in XXXXPlease allow five to seven business days for this transaction to post 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!Regards,Customer Relations SpecialistFrontier Airlines

Complaint: ***
I am rejecting this response because:I have yet to receive the reimbursement check from Frontier AirlinesI do not care about the $vouchers - that $isn't worth my stress of flying with youI will never fly Frontier Airlines againI've learned my lesson, but you have notI was NEVER contacted by Frontier Airlines at any point during this processThe only reason I'm able to speak with FA is because of the Revdex.comI want every person who flies Frontier to know that your customer service is the worst I've ever experienced and you do not remain true to your wordI was told repeatedly that I would receive a phone call within hours to let me know where my luggage wasI'm thankful that I now have my luggage, however, that does not negate the fact that I was without all my personal belongings for days - with no contact from the airlineI do not wish to receive another form letter response from Frontier. ALSO - Revdex.com, if you visit their *** page, you will see multiple issues concerning the exact same issues that I've hadI've filed a complaint with the DOT as wellI'm trying to get everyone who is currently experiencing the same issue to file as wellHopefully all consumers will be made aware of your issuesFrontier Airlines needs to be held accountable.
Sincerely,
*** ***

Hello ***, Thank you for contacting Frontier Customer Relations about your recent traveling experience with FrontierOur ApologiesPlease accept my sincerest apologies for your recent traveling experience with usHere at Frontier we work very hard to provide all of our passengers with a pleasant
and enjoyable traveling experience, I am very sorry we failed to provide you with that experienceUncontrollable DelayDue to the weather conditions our crew had timed outBecause we are a smaller airline we are limited in resourcesRespectfully, I must inform you that in uncontrollable situations, like the one you experienced, we do not offer compensationI am very sorry for the inconvenience you experiencedIt is never our intention to disappoint our passengersCome Back SoonThank you again for contacting us, we hope to get another chance to service you under better circumstances in the futureRegards, ***
*** *** ***
*** ***

Complaint: ***
I am rejecting this response because: I did not book this in Tennessee over the phone, I spoke with a rep for over an hour trying to get the vacation book bookedAfter it was booked he said that would be a $fee for booking over the phoneI complained about this and he said he had a workaround, about minutes later he said he was able to book it without the $feeI believe he went online and booked this on the website to help me avoid the $feeBecause that is the only reason I can think of as to why it shows up that I booked it online
Sincerely,
*** ***

01/25/09:AM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsWe regret that no notes related to your December and phone calls were included in your record We are unable to provide an exception to our policies and are unable to refund the non-refundable carfees you purchased on September and December We realize this is not the answer you were hoping for, we hope you understand that it is important for us to remain consistentSincerely, *** Customer Relations Specialist Frontier Airlines

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI understand your parents were involved with a canceled flight and I would like to apologize that you were unable to reach our Reservations Team, nor were
you or your parents able to get assistance at the airport or onlineThat is not any more acceptable to us than it is to you, and I can only assure you these are not the standards we strive for My ApologiesI am so very sorry to hear that your parents will not be traveling to see you for Christmas, as a result of the cancelled flightA recent winter storm dramatically upset standard ground operations and while airports were working to restore operations, many flights across the industry experienced long delays and cancellations as a result of the heavy snow in DenverNevertheless, I understand this is irreplaceable time lost with your folks and I regret that very muchAlthough this doesn't change your disappointment, I reviewed your record (***) and found your refund of $was approved and will go back onto credit card ending *** HandlingAlthough weather is out of our control, it is certainly a reasonable expectation to be kept informedI'm sorry to hear that you and your parents weren't provided with the most up to date information regarding the flightIt sounds like we could have been more proactive in keeping passengers updatedI'm disappointed we couldn't offer any acceptable rebooking options CompensationIn addition to the refund, I found that your parents were each issued a $voucher, to use towards future travelI know you are hesitant to book with us again, but I encourage you to give us the chance to prove we can do betterEach voucher would need to be redeemed before March 20, 2017, but travel may be booked out as far as our schedule allows Come Back Soon I recognize this does not change the time and inconvenience lost, but I hope you will choose to book with us againI'm confident your next experience with us will be a good one!Regards, ***Customer Relations SpecialistFrontier Airlines

07/23/09:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for letting me know about the schedule change you experienced for your flightWe appreciate your feedback and need
to gather additional information in order to assist you further.Please reply with the passenger name as it appears in the travel record, the six-digit reservation code, city pairs, and approximate travel dates.We assure you that your concern is important to us and we will get back to you as soon as we receive this needed informationRegards,*** *** ***
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/08/24) */
Dear *** ***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
A limited number of seats are allotted for award bookings and these seats book quickly
Seats are released at the same time that flights are loaded for saleThere may be instances where our flights are not sold out, but the award seat allotment is full
While the redeye may not have made an ideal itinerary, we are happy that you were able to book a flight using your milesWe hope you have a wonderful trip
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Citing policy does not make it good policyWe did not use our miles to obtain tickets, as a night without sleep is no way to start a vacationThe policy is still not good customer relationsAs a result we will no longer be using our Frontier Card for purchases, and Frontier will no longer be our airline
Final Business Response /* (4000, 10, 2015/09/07) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
We regret if our available flight schedule would have interfered with your sleep scheduleIt is never our intention to be insensitive to our customers when unfortunate circumstances occur
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 6, 2015/09/16) */
Dear Ms**,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Our records indicate on July 31, you called our reservations department and canceled they
two tickets and requested a refundOur agent advised they purchased economy tickets and they are no refundable
Again on September you called in and requested a refund and advises that you were the only one who speaks English and no one else could have called to cancel
I'm sorry we're 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
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,
***
Frontier Airlines
Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
please show me the proof of my voice record because you insist that I called to cancel the booking
Final Business Response /* (4000, 14, 2015/10/25) */
Dear Ms ***
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, I couldn't even listen to your call due to security issues
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,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 16, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I insisted that I didn't call to cancel the reservationThe reservation is made through *** and I don't even have the airline's phone number

Initial Business Response /* (1000, 6, 2015/10/11) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I apologize for any confusion or mis-understanding about your milesHoliday
travel is very busy and many passengers makes their reservations way in advanceThere may be many times during the year when you would be able to make reservations for 20,round trip but just not at the holidays, Please click on the link below from our web site advising of miles
http://content.flyfrontier.com/frequent-flyers/
AWARD TICKET TERMS
EarlyReturns(r) awards are subject to availabilitySeats may not be available for award travel on all flights on all daysSeat availability depends on the flight, the date of travel, the expected demand, season, destination, and other factors
We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances
Regards,
***
Customer Relations specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The mileage cost of flights during holidays is not made clear when the credit cards are advertised on the airplanes or on the websiteThe mileage rules are deep in the fine print of the terms and conditionsThis is misleading to consumersThe ads for the 40,bonus miles should state the they are enough for four or two one way flights
In order to afford my trip with the 40,bonus miles, I have to fly into Chicago and drive to ClevelandThat is very inconvenientI would still like to be able to fly to Cleveland and go back to SLC from Chicago or Milwaukee like I expected when I got the *** ***
Final Consumer Response /* (4200, 12, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I await for the response from the leadership team per Ms***
Final Business Response /* (4000, 14, 2015/11/08) */
Dear Mr***,
As I have mentioned in my previous email Holiday season travel is extremely busy and we have many passengers who make reservations months a head of timeWe do have hundreds of flights through out the year for 20,miles round trip, just not right now for this holiday season
I'm sorry you and your family are unable to use your miles this holidayWe know you will be able to enjoy them later on in the year
Regards,
***
Frontier Airlines

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for letting me know about your experience on January 7, when traveling from Denver to Las VegasI'm really sorry to hear that you had a
bad experience with one of our desk agents and that you were unaware of our baggage fees after booking with a third party travel agency. Our ApologiesI'm sorry to hear that your experience wasn't as expectedYour description of our desk agent is concerning and I can only assure you this is not the type of service we strive to provideI'm sorry that happened to you Customer Service is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated. Your ChargeWe have no record of a $baggage charge on your reservationThe bags that you requested were added on for free, so I assure you that we have not collected these funds under your reservationThe only payment that we have on file from you is the $that you paid for your round trip. Third Party BookingWe work hard to ensure everyone knows what to expect before making their purchase with usWhen booking directly at Frontier Airlines there are multiple pop-ups that disclose all anticipated fees before getting to the payment pageI'm sorry you did not have the opportunity to review expected costs before making your purchase with *** ***.We have fully disclosed our pricing structure to all third party agenciesWhile they are required to provide this information during booking, sometimes it's not as clear as it is on our websiteVisit www.flyfrontier.com for the most up-to-date and accurate policies. We Care About YouIt is important for us to keep good relationships with customers like youIn an effort to make things right, you were issued a voucher (xxxxxxxxxxxxxxxxxxxx) to use towards future travelYour voucher expires on April 14, 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

Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
We apologize for any misunderstanding during your conversation with our reservations agentDue to the nonrefundable nature of your ticket we are not able to refund your cancelled ticket
Kind regards,
***
Customer Relations Specialist
Frontier Airlines