Frontier Airlines, Inc.

Response Email 02/16/12:PM Hello ***,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.We apologize for any inconvenience this change may have caused youWe work very hard to avoid schedule
changes, and regret that they are inconvenient for our passengers.As per your conversation with our Reservations Specialist on February 9, 2018, We have refunded the amount of $After Frontier Airlines completes the refund, your bank will take a few days to post the funds to your account.Although schedule changes are an industry practice, here at Frontier Airlines, we make every effort to minimize these changesOften times, these updates are necessary for operational purposes, and at times, even reduce costsWe appreciate your cooperation as these changes will allow us to pass the savings through to our customers by continuing to offer the lowest fares in the industry.Along with our sincere apologies, we have issued an electronic voucher in the amount of $per passenger, 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 numbers:XXXXXXXXXXXXXXXXThese vouchers must be redeemed by May 10, 2018, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows Come Back SoonWe appreciate your understanding and hope to service your travel needs under better circumstances in the future.Regards,Customer Relations SpecialistFrontier Airlines

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I first off want to apologize for the delay in our responseI have done further research and I see that there was a schedule change for your return
flight SchedulesI understand you're flying with us because you have somewhere to be at a certain timeThat's a reasonable expectation! I know changes to your plans can be frustrating and although schedule changes are an industry practice, here at Frontier Airlines we make every effort to minimize these changes We Value Your BusinessIt's important for us to keep good relationships with customers like youAs a gesture of apology for seat changes, I have issued each of you a $voucher, which can be applied to a future Frontier flightI have also refunded your card ending in the $extra you had to payPlease allow 4-business days for the refund to show up Your voucher expires on December 14th, 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 *** ***: XXXXXXXXXXXXXXX I 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! Kindly, Customer Relations SpecialistFrontier Airlines***Just follow these simple steps to redeem your voucher:Visit www.flyfrontier.com and select your flightOn the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher. • It’s not redeemable for cash. • It must be booked within days from date of issue. Note: There are no restrictions on travel date. • It’s one-time use, meaning there will be no remaining value after redemption. • It may not cover the entire value of the purchaseAny remaining balance due must be paid by the customer. • It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued. • The 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

07/12/02:PM *** We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond While we're unable to provide a refund for any portion of your fare that was used, or provide reimbursement for other
expenses, we have issued vouchers to each passenger on the flight We're committed to providing our guests a better travel experience and are sorry we did not provide the level of service necessary to fulfill that commitment. Along with our sincere apologies, we have issued an electronic voucher in the amount of $each, which provides a discount on your next Frontier Airlines flight *** *** *** ***
*
*** *** *** *** The voucher must be redeemed by September 30, 2016, but you do not have to travel within this time frame.While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again. Kindly,***Frontier AirlinesCustomer Relations

Complaint: ***
I am rejecting this response because: I only requested to check one bag and select seats that indicated $up charge and then all of a sudden $plus was charged to my credit card I did not request upgrade or Perks and yet they charged me
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
This is clearly a ploy to get traffic to the Frontier WebsiteThank you for you help Revdex.com.
Sincerely,*** ***

Dear Ms***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsOur records indicate that you arrived at the ticket counter minutes prior to departureThis is well after the minute cut-offRegrettably, your ticket is not eligible for a refundWe appreciate your understandingKind regards, ***Customer Relations Specialist Frontier Airlines

08/22/06:PM ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.I reviewed your reservation and show that on July 29, Frontier sent an email advising you that due to the long lines at TSA we highly recommend passengers to arrive at the airport two hours before their flight departureIt also advises passengers they must be checked in for their flight and baggage checked before minutes prior to their flight departure.My research also shows that you attempted to cheat the kiosk twice at 6:am for your 7:am flight, this is past the minute cut off time, and you were unable to cheat the kioskOur records show that at 7:our agent attempted to check you and TuQuincy in for the flight and were unable to since it was past the minute cutoff timeAs per my email sent on to you on August 17th, I advised you that your ticket was non-refundable and as a customer service gesture I waived the change fee and provided full credit of your ticketsYou must book a flight before November 15, or you will lose the value of your ticket credit and we will not be able to extend the credit again.I understand that this may not be the answer you were hoping for and regret any disappointmentThank you for sharing your concernsKind regards,***Customer Relations SpecialistFrontier Airlines

Complaint: ***
I am rejecting this response because: As previously stated, I understand Customer Relations does not have the capability to process a full refundI have asked countless times for someone to forward my complaint to the CEO of Frontier or to whatever department that can process a full refundCustomer Relations constantly contradicts themselvesIf you can refund $back to my ***, then you surly can refund the FULL AMOUNT OF $So, for Christ sakes get the ball moving and have someone higher up further assist with my complaint
Sincerely,
*** ***

Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Frontier has had a recent policy change due to the feedback received from our passengersIf a passenger has not been charged for a bag fee on the
outbound flight, we will not charge a fee on the return flight. I apologize that the agent was not aware of the new policy Your RefundI apologize for the situation surrounding the charge for the bag feeIt's really unfortunate that happenedI'd like to offer you a refund in the amount of $Please note that once the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practicesI show the credit card used to make the purchase ended in Thank you for contacting me about your experience. It's emails like this that help us identify where we can improve as an airline.Regards,

Initial Business Response /* (1000, 4, 2015/07/05) */
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 confusion regarding seating optionsSeating fees are
not mandatory, but ensure your desired seating locationAs a courtesy to passengers, a portion of every aircraft is available for advanced seat assignmentAll seating is based on availability and passengers *** do not pre-assign their seats, will be assigned any remaining seats on the day of travel, free of charge
If you choose to not select you would simply click continue, it does prompt if that is what you would like to do and you would just click continue againTo purchase the seat you would need to provide payment information, this was not purchased on the card used for payment as the reservation was purchased with a 3rd partyRespectfully we would not refund the seat fee or provide a voucher for future travel
Our reservations department is available 24/at XXX-XXX-XXXX to answer any questions regarding optional services
Kindly,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 6, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unacceptable given the deceptive the practicesI was able to film the process, however I need an e mail address to send it as trying to attach here may render it too large a file to attach
Final Business Response /* (4000, 8, 2015/08/04) */
Dear Mr***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
Again, I do apologize for any confusion when checking in for your flight and seat selectionAs noted in the previous email our reservations department is available 24/to assist with any questions regarding online cheyou may haveBy not selecting a seat you simply continue
As a customer service gesture we have provided a *** voucher for you for future travelTo redeem your voucher, visit *** and go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: XXXXXXXXXXXXXXXXX
This voucher must be redeemed by *** *** *** but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows
We look forward to welcoming you aboard a future Frontier Airlines flight
Kindly,
***
Customer Service
Frontier Airlines
***
Electronic Vouchers:
A few more things to know about the voucher:
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 ** 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

12/24/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Safety is Our Priority As you can imagine, flight irregularities can be very challenging and I'm sorry you experienced a
flight cancellationI also know that you expect to get where you're going safelyYour flight was cancelled due to weatherIt's never our intent to disappoint our passengers Customer Service Is Key We are committed to providing our passengers with a pleasant and enjoyable flight experience and I'm sorry to hear about your recent experienceWe have high expectations of our employees and I'm disappointed with the behavior you described of our agentsBe assured we have made your comments available to the *** *** airport manager so they may follow up on this valuable training opportunity We're Here To Help We have refund you fully for your cancelled flightYou should expect to see this refund appear back on your *** credit card within the next 7-business days We Care About YouIt is important for us to keep good relationships with customers like youIn an effort to make things right, we issued $vouchers to use towards future travelThe vouchers must be redeemed by March 23, 2017, but you do not have to travel within this time frame*** ***
*** *** Come Back SoonI recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one!Kindly,
*** Customer RelationFrontier Airlines

Response Email 02/23/08:AM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondEmergency Events I am very sorry to hear that our agent's did not offer you to send in a doctor's noteWe
require a doctor's note in writing specifying that you are unable to complete travel during the ticket's validity period (days)The certification must be signed and dated on the physician's, or hospital's letterhead. Also, please send me your digit confirmation code, Options Available Once the letter has been approved, we can cancel the unused portion of a ticket and receive a full refund (less a refund processing fee of $per person for Economy tickets)You can attach the letter to this email to be reviewed Please let me know if you have any further questionsI will be looking forward to your responseKindly, Customer Relations Frontier Airlines

09/27/12:PM ***, I am sorry for your experience, however we are as transparent about our policies as possibleDuring booking on our website we inform of this policyIn addition we inform about our policy on our website here: Countdown to Departure Our polices are put in place to ensure our planes are fully boarded with luggage and ready for take off at scheduled timesThe details of this policy are listed below and can be found here in section of our Contract of Carriage AAirport Che- It is the passenger's responsibility to arrive at the airport, taking into consideration travel time both to and within the applicable airport, including processing through the security check point with enough time to complete cheand security screening processes BPassengers can check in beginning hours before departure at Frontier's airport checounters or hours before departure at FlyFrontier.com if the reservation is eligible for online check-in CCheTimes 1) For domestic flights (originating and to a destination within the United States), the passenger must be checked in with a printed boarding pass or a Frontier mobile app boarding pass in-hand at least minutes prior to scheduled departure whether or not checking bags2) For international flights, the passenger must be checked in with a printed boarding pass or a Frontier mobile app boarding pass in-hand at least minutes prior to scheduled departure DTime Limit for Checking Bags - Baggage to be checked must be presented at the airport within the minimum chetimePassengers who present baggage after the minimum chetime may be refused transportAt some airports, the counter may close at the checut-off time, in such cases, passenger and baggage cheare not permitted after the chedeadlineIn the event that baggage is accepted after the minimum chetime, the passenger will be liable for any costs and fees for the bag to be delivered in the event that it is not carried on the same flight EAvailability for Boarding - Tickets and seat assignments are subject to cancellation for passengers who fail to make themselves available for boarding at the departure gate at least minutes prior to scheduled departureFFailure to Appear - If a passenger fails to travel on a flight on their itinerary without the reservation for that flight having been cancelled, all subsequent flights, including return flights, on the itinerary will be cancelled Once again, I am sorry that you experienced this unfortunate occurrence Kind Regards, *** * Frontier Airlines

02/27/04:AM ***,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondAfter a review of your record I was able to verify that our ticket counter was manned until 05:AM (CST). The computer terminal was
locked out at the aforementioned timeThis means that there was a Frontier representative at the ticket counters minutes prior to the scheduled departure time of flight. Logging out of the terminal can only be done manually.Frontier truly regrets that you missed your flight. We always suggest getting to the airport at least hours before the scheduled departure time of your flight.In some smaller markets, Frontier and several other airlines often contract out workers. These agents must complete the cheprocess for all customers. They then leave the ticket counter to perform the boarding process, returning to the counter after the flight has been departed.You purchase a non-refundable ticket; respectfully we cannot honor your request for a refundFrontier does understand that passengers sometimes run into situations that cause them arrive late to the airport. We are not unsympathetic to these unforeseen circumstances, so as a customer relations gesture of goodwill, I have issued you an Electronic Travel Vouchers that represents the amount you paid for your ticket ($167.60).To redeem your voucher, visit www.flyfrontier.com; go through the flight booking processWhen you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: ***.This voucher must be redeemed by May 1, 2016; reservations must be booked by this date, but travel can be scheduled beyond that date to anywhere Frontier Airlines fliesRespectfully,*** Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/09/22) */
Dear Mr***,
We are in receipt of your correspondence with the Department of Transportation and the Revdex.comWe 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 ** be checked in with boarding pass ** hand a minimum of minutes prior to the scheduled flight departure for domestic flights, and minutes for international flightsPassengers *** 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 ** 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 departureOur records indicate the time stamp on our kiosk shows you attempted to check in at 8:am (minutes late) for your 8:am 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
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again
Regards,
***
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 8, 2015/08/06) */
Dear Ms***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
We apologize for the delay of your baggage when you traveled with us recentlyIn
spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely mannerWe certainly apologize for any inconvenience this delay created for you
Please submit your receipts for your interim expenses directly to our Central Baggage team for consideration:
Frontier Airlines, Inc
Attn: CBS
** ** *** XXXXXX
*** *** XXXXX
If we can be of further assistance, please don't hesitate calling our Central Baggage Service at XXX-XXX-XXXX Monday-Friday 7:am-4:pm Mountain time
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 10, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The airline contacted me via email on the last day for them to respondIt is clear they did not read the actual complaint as they responded with a very generic email asking for recieptsI clearly stated in the original complaint that we did hand in what we had and some were accepted and some they actually threw away saying they were unable to accept themWe still have not received the promised compensation of $per day per bag which would equal out to $I have made several more attempts to contact Frontier and every phone call takes at least an hour out of my day and no one can give me answers and passes me off to another departmentI want the compensation I was promised
Final Business Response /* (4000, 16, 2015/09/10) */
Dear Ms***,
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns
Had you provided proof of eligible interim purchases made during your baggage delay in the amount of $per day, we would have reimbursed those expensesWe refund checked baggage fees and reimburse necessities purchased while a bag is delayedThere is no flat rate monetary compensation awarded per day during a bag delayOur agents in Punta Cana have assured us that they would not advise our passengers ** thisIs it possible that an *** *** representative may have given you that impression?
Our Contract of Carriage is available for you to review here:
http://content.flyfrontier.com/contract-of-carriage
We hope to have the opportunity to fly with you again, under more favorable conditions
Kind regards,
***
Customer Relations Specialist
Frontier Airlines
Final Consumer Response /* (4200, 18, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am beyond dissatisfied with FrontierAfter all I had gone through and am still going through I feel as though Frontier is simply just trying to brush this under the rugAs I have said many times already, I was told by FRONTIER EMPLOYEES that I would be compensated $per day per bagOnce when I first filed a claim and second when I left and handed in receiptsYes, I understand you wouldn't accept hand written receipts, but I was assured I would receive the compensation in a checkOn July I called the customer service line for frontier and spoke to a supervisor by the name of *** She also assured me that frontier would have to provide the compensation stated by the employees at the airportShe assured me that she was sending an email to the department that needed to be contacted and that I would be contacted by a representative which of course never happenedHer response to my call was " if that is what you were told, they have to provide you with that compensation "This is the SUPERVISOR that told me thisI want the compensation I was promisedI should not have to go through all of this in order to get what I was told from the beginningThis is the worst company I have ever dealt with in my life!

Response Email 09/24/11:AM 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 recent experience on September 9th when traveling from
***) to ***(***).Our ApologiesI'm sorry to hear how things turned out when you arrived at our check in counterFrontier has a strict minute cut off and once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageIt is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as plannedWhat We Can Do As a customer service gesture for this situation I have placed your $voucher and the amount of your missed flight $both into a credit for future useThe credit is in the amount $and is placed in a credit under the code XXXXXThere is no name associated with the credit so anyone may use it 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 this confirmation code:(XXXXX), and this email address: ***If applicable, a credit card will be required for any residual value Come Back Soon Thank you for choosing Frontier, I apologize again for these past experiences with us and hope you use the credit towards a future flight on Frontier.Thank you for letting us know how we can improve.Regards,Customer Relations SpecialistFrontier Airlines

Complaint: ***
I am rejecting this response because: mis not appropriate for you to charge for a service when people that have not paid for it have access to itand on top of that your employees are allowing this to happenis a lack of respect for the company to offer a dollar credit when is most certetly that I am never going to use it because of the awful service and lack of commitment to the services offered
Sincerely,
*** ***

11/14/01:PM Dear ***, We have received your correspondence as submitted to both the Department of Transportation and Revdex.com and appreciate the opportunity to respondI apologize for any inconvenience you experienced when attempting to checking in early for your
flightOur ticket counters open hours prior to departure for domestic flightsThis is the recommend time on confirmations and our website While I understand your desire to check in early passengers are not allowed in restricted office areas for obvious safety reasons The scheduled departure time for your flight was 10:agents were available hours priorThe posted sign advised agents will return at 8:Because of the swearing both when trespassing to the back office and at check in to both the ticket agent and supervisor it was determined you were not allowed to travel that evening 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 conclusion The fare purchased is non refundableWe have issued a voucher to you for the amount of $which is the fare and bag fee purchasedThis is valid for daysInstructions on how to redeem are belowRespectfully we would not provide $10,in damages and compensation Sincerely, *** Customer Relations Specialist Frontier Airlines

02/26/07:AM ***,We are disappointed that you are not satisfied with our position in this matterPlease understand all information obtained for my response is collected from the official weight and balance report that is filed with the Federal Aviation Administration (FAA). You not being allowed to catch your flight had nothing to do with there being no seats available.I regret that you may have been given information that is consistent with the actual facts. We truly regret that you're not happy with the answer you received.I have logged your dissatisfaction with this outcome with Frontier Management.V/R,***Customer Relations SpecialistFrontier Airlines