Frontier Airlines, Inc.

05/16/10:AM ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.We completely understand your desire for earlier flights due to your age, distance from the airport and your health, however with all due respect, that does not change the inventory status of our award ticketsAs previously stated, a limited number of seats are allotted for award bookings and these seats book quicklySeats 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.Thanks for your understandingSincerely, *** Customer Relations SpecialistFrontier Airlines

12/24/09:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe're Here to Help! *** I sincerely apologize for the inconvenienceWe are reimbursing $per passenger for flight *** from ***
*** to ***Please respond with a picture or screenshot of your alternate airline fareI would be more than happy to assist you in the refund processPlease send the picture or screenshot as an attachmentUnfortunately when the image is copied and pasted into the message section, we are unable to view the imageI look forward to hearing from you soonHave a wonderful holiday! Kindly, *** Customer Relations Specialist Frontier Airlines

01/04/11:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond My records show that on 1/3/2017, the *** *** airport has issued a check in the amount of $Please allow 10-days to
reach your home I also show that we have yet to locate your bagI've attempted several times to reach via telephonePlease contact Central Baggage at *** so that we can get the settlement process started Sincerely, ***

Complaint: ***
I am rejecting this response because: That is not what I was told by your customer service department when I called in and specifically asked about cancellation policies prior to purchasing the groups tickets, furthermore I am the one who paid for the tickets so how is there a credit for someone other than the purchaserSeems a little fraudulent to me & I will not do business or fly with an airline that treats their customers this way
Sincerely,
*** ***

02/02/11:PM Dear *** ***,I'm writing you to follow up on your lost/delayed bag claimHowever, I am unable to find a claim for you in our systemIf you are still missing your luggage and need to file a claim, please contact any of my colleagues at
***.Sincerely,
***
*** ***
*** *** ***

08/10/09:AM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond 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 repeatedI am sorry about the confusion over your service animal but I am glad you were able to make the flightI regret we do not refund tickets when travel has been providedI 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 passengersI am sorry your luggage was damagedWe do not take damaged bag reports by emailAll damaged baggage claims have to handled at the airport within hours of arrival per our Contract of Carriage It's important for us to keep good relationships with customers like youIn an effort to prove we can do better, I hope you will accept these $vouchers to use as a discount on a future Frontier flight*** *** *** ***
*** *** *** ***
*** *** *** *** Thank you for bringing this to our immediate attention.Kindly,***Customer Relations SpecialistFrontier Airlines

Response Email 02/16/04:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond What I Know According to our records, you purchased your ticket through ***Frontier Airlines does not
have any affiliation with *** and they have their own trip protection programRespectfully, this cancellation does not qualify for a refundSince you are advising us that you did purchase trip protection, I would advise you to contact *** regarding a refund We're Here to Help Although this reservation is not eligible for a refund, as a courtesy we are able to waive the $change fee and provide you with the remaining amount of your airfare in the form of a Frontier credit 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 the confirmation code and email address associated with this reservationIf applicable, a credit card will be required for any residual value Come Back SoonWe truly hope that the inconvenience you encountered doesn't deter you from booking with us in the futureWe hope to see you on a future Frontier flight!Sincerely,Customer Relations SpecialistFrontier Airlines

Hello ***, Thank you for contacting Frontier Airlines regarding your flight from *** to *** on September 14th, Fare DifferenceAirfares fluctuate based on many factors, including the number of seats reserved or later canceled on a given flight, the amount of advanced
purchase time, and even the price other airlines are chargingI understand it can be frustrating to purchase a ticket and later find that same fare at a lower rateRespectfully, we are unable to compensate for the difference you noticed.We Hear YouWe review our fares and policies on a consistent basis, and we strive to offer our passengers fair and competitive pricesAlthough we have found the fares we offer are typically the lowest amongst our competitors in the markets we serve, I understand where you're coming from and I'll share your concerns with our Marketing teamAdditionally, you can receive great deals and special offers directly to your inbox by signing up for our mailing listCome 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! Kindly,Customer Relations SpecialistFrontier Airlines

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Please accept my apology for the flight delay in your arrival to *** April 3, from ***Delays can be frustrating, but safety is
our top concern and periodically our flights have to be delayed due to this reasonWhen we have a controllable delay as was the situation with your outbound flight compensation may be provided based on the length of delayThe $vouchers provided to each ticketed passenger is the compensation we provide for a to 5:hour controllable delayI'm sorry for any confusion regarding the amount mentioned by agentsCompensation is provided once the flight departs In reviewing your reservation history it notes that the missing part of your stroller was a detachable cup holderThe agent explained this is not a covered part as it was detachable however if you wanted to replace and send the receipt they would submit for reimbursement or could provide a $voucherLater that day (April 11, 2017) the cup holder was found and reattached I understand your frustration with the late arrival and missing stroller partRespectfully we do not refund flights that are takenWe do value you as a customer and as a customer service gesture I would like to reissue your vouchers in the amount of $each and extend the expiration date to December 31, If you need any information for your travel insurance please let me know and I will be happy to assist Regards,Customer Relations SpecialistFrontier Airlines

Response Email 08/16/11:AM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Refund I took a look at your reservation and a refund of $XX was processed and approved on August 1st, back to the *** ending in XXXXWe no longer are holding those funds and depending on who you bank with it could take longer to receive those fundsYou would need tot contact your bank on it's status Come 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

04/20/09:AM ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsReservation history shows on April 2nd bags were checked inThere are bag tag numbers in the reservationThe tags show also when the agent changed your flight to the later flightThere are also bag tag numbers for the return flightAs a customer service gesture we have refunded the bag feesThis will credit back to the card used for purchase within business days.We offer online check in as a courtesyIf you are unable to do so you must check in at the airportAs noted from the previous email agents did move you to the next available flight without any feesA refund of the used tickets would not be provided.I'm sorry you're not happy with our resolutionIt's important we are consistent with our policies in order to be fair to all our customersSincerely,***Customer Relations SpecialistFrontier Airlines04/19/12:PM ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns and we have also received your correspondence as submitted to the Department of Transportation and appreciate the opportunity to respondDenver has many kiosks available for checkKiosks do not allow check in after the flight has closedThe time stamp shows the bags added and the bag tag numbersThis was done before the kiosk timed out as the flight closedI show the checked bags were checked in for the later flight and the same bag tag numbers were usedTo be on time you must have your boarding pass in hand and bags checked by the cut-offYou were moved to the later flight with no additional feesFlown tickets are not refunded.Sincerely,***Customer Relations SpecialistFrontier Airlines

Response Email 03/06/07:PM Hello ***, Thank you for contacting Frontier Airlines and I want to apologize for my delayed response as I was out of the office Customer ServiceFrontier has zero tolerance for discrimination in any form, indeed we strive to
create an atmosphere of mutual respect among employees and our guestsWe have a well deserved reputation of delivering a consistently high level of service to our customersI'm very sorry if this was not your experience.We Hear YouBased 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 investigation into the events and interactions you described will be conducted.While all communications, both verbal and written, between Frontier Management and our employees are necessarily proprietary, be assured an internal investigation will be handled to conclusionRefund Information I must inform you that we are unable to honor your refund request because travel was completed on the Frontier Airlines ticketYou were however refunded in the amount of $for the cost of your bag that was charged as a carry on bagThat refund was processed February to your a Mastercard ending in XXXXThank you for bringing this to our immediate attention.Kind regards,Customer Relations SpecialistFrontier Airlines

01/18/01:PM Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondAfter review of your reservation, flight *** on December 19, was delayed three hours and fifteen minutes due a late arriving
aircraft as a result of weather As you can imagine, flight irregularities can be very challenging and I'm very sorry you experienced what you didI also know that you expect to get where you're going safelyIt's never our intent to disappoint or inconvenience our passengers Since your ticket was used in full and the delay was a result of weather, a refund and compensation would not have been provided Thank you again for contacting us about your recent experienceWe truly appreciate your patience. We hope to welcome you on board a future Frontier Airlines flight Kind Regards, *** Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 6, 2015/09/12) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
On behalf of Frontier Airlines, please accept our sincere apologies for the delay of
your August 25th flight from Minneapolis to Denver and the stressful day that followedI understand your frustration when the Denver agents were unable to assist you on a flight to Cancun on August or hotel stayI'm sorry for the inconvenience this caused you when we had to put you on a flight from Denver to Cancun the following morningWe understand you lost a day in Cancun so as a customer service gesture we changed your return flight from August to August at no additional fee, even though your outbound flight was delayed due to weather
Our records indicate flight was under a Ground Delay Program that was issued for DEN due to weather/low visibilityWe do not compensate passengers during weather-related delays, as weather is something that we are unable to control
As you know, severe weather can cause a great deal of challenges for our passengers and employees alikeWhile we strive to operate all flights as scheduled, we must review the entire system and operation before making any decisionsPlease know, the safety of our passengers and crew is our top priority
We apologize for the inconvenience you experienced while you were traveling with us, and We look forward to the opportunity to serve you again aboard Frontier Airlines
Regards,
***
Customer Relations Specialist
Frontier Airlines
Final Business Response /* (4000, 12, 2015/10/08) */
Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com
As I mentioned in my previous email, this was a weather delay which is uncontrollable and we are unable to reimburse for what was spent in Denver
Here is a link from our web site advising on compensation: https://content.flyfrontier.com/customer-service/customer-protections
#
Uncontrollable Situations are defined as flight delays, diversions, or cancellations out of Frontier's control (such as those caused by weather, Air Traffic Control, etc.)We truly regret that uncontrollable situations may interrupt your travelGiven their nature, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next Frontier flightAlternatively, if your flight is cancelled we'll provide you, upon request, a full refund of any unused portion of your ticket
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

09/29/01:PM ***, We have received your original email 9-15-16, your original Revdex.com complaint 9-23-16, as well as this Revdex.com rebuttal I'm very sorry that we have not been able to reach a satisfactory resolution ***Please understand that the responses sent to you on 9/21/and 9/27/represent the final resolution for this concernHere is a copy of that correspondence: 09/21/06:PM Hello ***, Thank you so much for contacting us Things You Should Know From what I understand from the notes taken during your phone call, you would like a refund on your upcoming flight because your wife is pregnantAs stated on the phone, we cannot provide a full refund for thisWe did provide a credit of $which is the full cost of the flight minus the $cancellation fee Please let me know if I missed anythingWe hope to welcome you aboard soon! Kindly, *** Customer Relations Specialist Frontier Airlines 09/27/06:PM Hello ***, I have received your correspondence from the Revdex.comI understand how this can be a frustrating inconvenience and I'm sorry that this is the caseAs stated in my last email, in fairness to other passengers I am unable to waive the cancellation fee for your decision to not flyWe hope to welcome you both aboard soonKindly,***Customer Relations SpecialistFrontier Airlines

07/07/02:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.On behalf of Frontier Airlines, please accept my sincere apologies for the flight disruption in Las VegasOur number one priority
is the safety and well being of our passengers and crew and periodically our flights have to be delayed due to this reasonI'm sorry for the inconvenience to you and ***.I have issued a $voucher to each of you as follows: *** *** *** *** *** *** Each voucher must be redeemed within days, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows.I recognize this does not change the time and inconvenience lost, but I hope to improve upon your experience next time.Kindly,***Customer Relations SpecialistFrontier Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Our records indicate that we last corresponded with one of your daughters on February 7thIf she would like to discuss her experience further, we would respectfully advise that she respond to the email from the supervisor that was addressing her concerns previously. I can assure you that we are willing to continue corresponding with your daughters until an amicable resolution is agreed uponWe sincerely hope that your daughters will give us the privilege of accommodating their travel needs again in the future. Sincerely, AndrewCustomer Relations Frontier Airlines

Initial Business Response /* (1000, 5, 2015/05/13) */
***,
Thank you for contacting Frontier Airlines Customer RelationsWe have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We would like to apologize for
your recent baggage issueUpon review of our records, I have determined that you filed a baggage claim with our Dulles office on 4/5/Your bag was located and delivered to you at the address you requestedFrontier Airlines refunded all bag fees on 4/8/for that portion of your trip
Our records indicate that your baggage issue has been resolved by our Dulles baggage officeIf this is not the case and you still require assistance in resolution of a baggage issue with Frontier Airlines, please feel free to contact our Central Baggage department via telephone at: XXX-XXX-XXXX between 7:am and 4:PM Monday through Friday (mountain time)
Thank you for your patience
Kind Regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because I received the worst customer service everI had another issue about damage done to my bag and items in it that has yet to be addressedThe manager in baggage claim office was suppose to call me back and that was almost a month ago I have yet to receive a phone callThe experience was just absolutely horrible with frontierI want to be compensated more than $baggage fee
Final Business Response /* (4000, 9, 2015/05/28) */
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 damage your bag may have sustained while in our careI have sent a request for someone either from Dulles or our Central Baggage Team to reach out to you and discuss the issue
If you would like to reach our Central Baggage team, please don't hesitate calling XXX-XXX-XXXX Monday-Friday 7:am-4:pm Mountain Time
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

Dear Ms***, We have received your 2nd rebuttal as submitted to the Revdex.comFrontier Airlines does not compensate for weather delays or cancellationsA refund was already set up, no additional compensation will be providedRegards, *** Customer Relations Specialist Frontier Airlines