Frontier Airlines, Inc.

Initial Business Response /* (1000, 11, 2015/10/02) */
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
According to our records your bag did arrive the following day and was transferred to the delivery companyWe have requested a refund of your $baggage feePlease allow up days for processing on our side
If you had any qualified interim expenses, please send your original receipts to:
Frontier Airlines
*** *** *** *** *** *
*** ** XXXXX
Before sending, please make copies of your receipts for your records, and include your mailing address so they will know where to send your check, and your baggage claim information
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

02/25/11:AM ***,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Our Central Baggage Team advised that they would reimburse the purchase of a new booster up to $The check that was issued to you reflected the amount you paid for a new booster seat.When traveling, if you bring more baggage to a flight than was prepaid in your reservation an additional fee will be collected for the additional baggageFlight on December 9th was diverted to Jacksonville for an engine one failureThe decision to divert was made with safety in mindPlease know that above all else, the safety of our passengers and flight crew is our number one priorityGround transportation to Orlando was provided by FrontierWe fulfilled our obligation to provide transportation from Trenton to Orlando, so your tickets are not eligible for a refundNotes in your reservation indicate that this was already explained to you over the phone, but I apologize that I didn't explain this soonerWe regret that the first day of your trip was negatively impacted by our flight, however, Frontier is not liable for any consequential expensesAs you mentioned each passenger in your party was issued a $flight voucher as compensationIt is your choice whether or not you use your flight vouchers, but we certainly would like the opportunity to fly with you again under more favorable circumstancesKind regards,***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 meThank you so much for making an exception in our situation.
Sincerely,
Tracey ***

01/05/08:AM Dear ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsCompensation The compensation and reimbursement Frontier issues is based on each individual delay or cancellationOn December 18th Frontier did not provide hotel or flight reimbursement due to weather-related delaysFrontier deemed all weather-related cancellations on December 18th as uncontrollable, therefore Frontier is not liable to reimburse passengers effected in the flight cancellations Your Flight On December 20th 2016, Frontier provided "Other Airline Reimbursement"(OAL) letters to flights that qualifiedThese letters state that Frontier will provide a refund, offer vouchers and/or reimburse a certain amount of a flight from an alternative airlineYour flight number *** with service from *** ***(***) to ***(***) on December 18th 2016, did not qualify for an OAL letterI apologize that this is not the answer you wanted to hear, though passengers from your flight received meal vouchers and/or flight vouchers Your compensation will remain in our system for redemption until it expires on March 29th Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allowsCome Back Soon I apologize for the frustration surrounding your weather cancellationIt is never our intention to disappoint customersI hope you choose to redeem your voucher and we see you on a Frontier flight soonThank you for choosing Frontier Best wishes, *** Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 5, 2015/05/18) */
***,
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
My records indicate you
submitted a complaint directly to Frontier on 5/1/Our agent *** responded to you on 5/4/Please review his response below:
Your flight was delayed approximately minutes due to crew rest caused by a flight diverting to another airport for a disabled aircraft in Philadelphia that closed the main runway
We regret the stress and inconvenience caused by the flight disruption you experiencedThe decision to delay or cancel 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 circumstancesIt is never our intention to disappoint our customers
As a gesture of apology, Frontier has issued you an Electronic Travel Certificate in the amount of $to use toward the purchase of future Frontier Airlines travelTravel certificates can be redeemed on our website at www.flyfrontier.com or by calling our Reservations Center at XXX-XXXX-FLY (XXX-XXX-XXXX)
Your travel certificate information is as follows:
Name: *** ***
Voucher number: XXXXXXXXXXXXXXXXX
Redeem by: 8/1/
Name: *** ***
Voucher number: XXXXXXXXXXXXXXXXX
Redeem by: 8/1/
Name: *** ***
Voucher number: XXXXXXXXXXXXXXXXX
Redeem by: 8/1/
Name: *** ***
Voucher number: XXXXXXXXXXXXXXXXX
Redeem by: 8/1/
Name: *** ***
Voucher number: XXXXXXXXXXXXXXXXX
Redeem by: 8/1/
Name: *** ***
Voucher number: XXXXXXXXXXXXXXXXX
Redeem by: 8/1/
While we recognize that this does not change the time and inconvenience lost, we hope that you will choose to fly with us again
Respectfully,
***
Frontier Airlines
Customer Relations
***
Terms and Conditions for Electronic Travel Certificates:
-The passenger is responsible for payment of any difference between the value of the certificate and the value of the ticket
-Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased
-Valid for months from the date of issue and may not be extended
-Nontransferable; may only be redeemed in the name of the passenger to whom it was issued
The Certificate cannot be:
-Applied toward the purchase of Travel Insurance or STRETCH seating
-Applied toward baggage fees, change fees, or other charges
-Combined with any other voucher, promotion, or discount
-Used with group travel
-Redeemed for cash
Other conditions may apply
If you have any questions please call Frontier Reservations at X- XXX-XXX-XXXX

Response Email 02/18/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Safety Is Our Priority At Frontier, we are focused on providing a good experience to our
customers and I know we failed to meet this commitment during your recent travelsDelays can be frustrating, but safety is our top concern and periodically our flights have to be delayed or cancelled for this reasonPlease accept my apology for the unexpected interruptionIt's never our intent to disappoint our passengers Refund I understand your frustration with the flight disruption you experiencedBecause you flew your flight to Phoenix, your reservation doesn't qualify for a refundHowever, you have been issued a Frontier voucher (XXXXXXXXXXXXXXX) for $200 to win your confidence with us backYour voucher expires on May 15, but you do not have to fly by thenTravel just has to be reserved before the expiration datePlease see below for further voucher redemption details We Value Your Business Thank you again for contacting us about your recent experienceI recognize this does not change the time lost and inconvenience you've experienced, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one Kindly, Customer Relations Specialist Frontier Airlines

03/10/02:PM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe contact our customers regarding our EarlyReturns policies via emailAll members with up-to-date contact information were emailed on February
4, of our new six month expiration policyWe regret if you were unaware of this changeThere was a software glitch that may have temporarily affected how your expiration date was displayedAs a gesture of goodwill, I have requested that your balance prior to expiration be reinstated, with a new expiration date months after your most recent positive activityThank you for your feedback and patienceKind regards, *** Customer Relations Specialist Frontier 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,
*** ***

***, We have received your emails as well as your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur records show an agent addressed your concerns in an email sent to you on 1-12-17, as well as a follow up on 1-14- 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 The responses sent to you on 1-12-and 1-14-represent the final resolution for this concernHere is a copy of both responses: 01/14/12:PM***, I can understand where you are coming from and I do feel for youHowever as previously mentioned, there is no compensation I can give you at this timeWeather delays are out of our control and this is the reason we do not issue compensation in these casesI sincerely apologize for the situation you were in but I must stay firm within our policiesKindly, *** Customer Care Specialist Frontier Airlines 01/12/02:PM***, Thank you for writing to us in regards to your recent experience with Frontier AirlinesI would like to apologize for the stress and inconvenience you experienced as a result of the cancellation of your recent flightI can understand your frustration and I can assure you that it is never our intention to delay or inconvenience our passengers as we know you have important places to be and things to doAfter reviewing your file, I can see that your flight was delayed due to weatherWhile these delays are inconvenient to say the least, they do happen from time to time and they are out of our controlAfter the cancellation of your flight, you were given the option to either be rebooked on a later flight or receive a refundOur records indicate that you chose to be rebooked on a later flightbecause of this and because the cancellation was out of our control, there is no further amount of resolution we can offer at this timeI know this was not the resolution you were hoping for but we must remain consistent in our policiesI wish you and your family the best and I hope you enjoyed your time in *** *** with the little onesKindly, *** Customer Care Specialist Frontier Airlines

I am rejecting this response because: It does not include a response that Frontiers will reimburse us for the *** airline tickets as stated in their email dated to me on 1/20/

Initial Business Response /* (1000, 6, 2015/08/27) */
Dear MsConnelly,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
Please accept our apology for the flight disruption you recently experienced
Flight was delayed due to maintenance which eventually cancelledCustomers from cancellation were being protected on a Frontier extra section flight Atlanta to Denver departing at 7:pm
We apologize we are unable to honor your request for reimbursement of your damaged baggageNo mention of damage shown reported on pick up as well as no pictures of damage was ever provided
Our records indicate Frontier refunded you in full as well as provided you and Bill a $travel voucher each
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,
Yolanda
Frontier Airlines
Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept that the money for the flight was refundedthey still refuse to pay for the damaged luggageFrontier states a complaint on damaged luggage needs to be received within hrs of the flight
since my luggage was never taken off of the flight, which I requested when the flight was cancelled, it flew to *** of course w/out me
I received my damaged, torn luggage back in *** ** days later at my homeit was almost black on one side of the luggage and torn thoroughly at the bottompictures are attached
I was told my complaint would be addressed and it has not
I am STILL keeping this open and want the *** reimbursement for the price of the designer luggage
(after my pictures were taken, it went out in the trash.)
Final Business Response /* (4000, 15, 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
I have been in contact with our Denver baggage manager and she is well aware of your caseShe has advised "The contract of carriage reads:
"Frontier will not be liable for the following: loss of or damage to protruding parts of luggage and other articles of checked baggage, including, but not limited to, wheels, feet, pockets, hanger hooks, pull handles, straps, zippers, locks, and security straps; damage arising from ordinary wear and tear, such as cuts, scratches, scuffs, stains, dents, punctures, marks, and dirt, damage resulting from overpacking or misuse, and damage arising from the liquids in baggage."
She advised this bag will not be reimbursedWe 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 following the guidelines of Contract of Carriage
Although we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situationYou and *** were both refunded in full in the amount of $as well as you both received a $electronic certificate
Your continued support is very important to usTherefore, we hope this incident does not prevent you from flying with us in the futureWe hope to have the privilege of serving your future travel needs under more pleasant circumstances
Regards,
***
Final Consumer Response /* (4200, 17, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am leaving this complaint open because per their explanation of luggage damage, mine does fit into their criteria
- don't care about a voucher since I will not fly w/ Frontier ever again
- there was no way to report damaged luggage in hrs because it went to Denver on a flight I was not ongot bag days later
- their response is a broken record every time they respond

Response Email 08/11/11:PM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Customer Service I'm sorry to hear that your experience with the agent on the phone wasn't as
expectedYour description of the agent being rude and trying to charge you extra fees 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. Frontier 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 Missing Reservation I have looked into your situation and it looks like there has been a misunderstandingYour sister's boyfriend *** was not taken off the reservation, it look like the agent you were talking to divided the reservation into a separate reservation since the flight date was changedI also see you say the reservations agent you spoke to attempted to tell you it was going to be $to change ***'s flightMy records show that the flight change was $cheaper than the original flightWith the flight being $cheaper, you were only charged $instead of $for the change feeI apologize for any confusion that may have occurred 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,*** *** ***
*** ***

Complaint: ***
I am rejecting this response because:Due to my flight leaving early and the lack of staff at the Frontier desk at the Gate, I was forced to take a much higher priced flight with ***. Also I had to drive a total of hours to get my luggage the next day. I feel that Frontier should help absorb some of these costs as I would not have had these extra expenses had the flight left on time or there was personnel at the Frontier desk to inform us or at least to answer questions that we had but could find no one to help
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/25) */
Dear **,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsAccording to our records on May 13th Customer Relations Specialist Kevin responded to your email
complaintBelow is his response
Due to stringent security procedures and 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 flights
Normally, our passengers are able to check in online within hours prior to flight timeA lap child or any special needs request, will limit check in to airport onlyWhen checking in at the airport there is a possibility that it could take longer than the suggested timeDepending on the time of day you are traveling and the time of year, TSA security lines are sometimes slower and ticket counter lines may be longer
Additional information is available in our Contract of Carriage, which can be found on our website by clicking on: http://www.flyfrontier.com/~/media/Files/docs/contract-of-carriage.ashx
I regret we do not pay for tickets purchased on another airline and the ticket you purchased from us is nonrefundable
Kind regards,
***
Customer Relations Specialist
Frontier Airlines

11/22/11:AM Hello *** ***, Thank you for contacting Frontier Airlines I spoke with you personally on Friday, November 18, and emailed the claim forms to you11/18/03:PM Attachment(s) (1) Hello, Here are your claim formsPlease complete
and return within ten business days if possible If you have any questions please call us at ###-###-####____________________________________________________________________...⇄ We are waiting for you to complete the claim forms and send them back to us to process a Settlement with Frontier Airlines Warmest Regards, *** Frontier Airlines Airport Customer Service Central Baggage Service Specialist Phone: ###-###-#### Email: *** Website: www.flyfrontier.com

03/08/09:AM ***, I hope this finds you feeling betterPlease accept my apology for any difficulty when sending your medical documentation to reservationsWith the documentation you attached I have refund the $feesThis will credit back to the card used for payment within
business daysThank you for your patience, we hope we can continue to serve your travel needsSincerely, ***Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 4, 2015/07/06) */
Dear Mr***,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns
I'm very sorry for any inconvenience our schedule change between Denver and Cancun
has caused youAlthough schedule adjustments are a necessary part of air travel, please know that these decisions are not made lightly
Flight schedules can be very tough to manage due to frequent changes in costs and market demandWe have a team of specialists who continually monitor our entire system and make adjustments only after careful review of market viabilityWhile we always strive to maintain schedule consistency, there are situations where changes are necessary despite our best effortsCompensation is not provided for schedule changesIf the new scheduled time was not acceptable the flight can be cancelled and a refund requestedTickets that are used are not refunded
We hope to have the opportunity to restore your confidence in our service on a future flight
Sincerely,
***
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 6, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is completely unacceptable, I fly anywhere from 10-times per year for business and have never had issues like thisWhen I purchase a product or service to be delivered at a specific date and time I expect that the person or entity that I'm purchasing this from will deliver on their commitmentChanging the delivery date and time without authorization from the consumer who originally purchased said services because it is more cost effective for the service provider isn't good business practice, and should have a legal ramification for breach of contractOffering a refund is not an acceptable solution to this issue as prices fluctuate wildly and when the schedule is changed costs from other service providers have significantly gone up
Final Business Response /* (4000, 12, 2015/08/10) */
Dear Mr***,
We have received from the Revdex.com your correspondence regarding your rebuttal
I understand your concerns with the schedule changeIt is never our intent to inconvenience our passengersWe strive to maintain the scheduled time however as mentioned there are times when we must make adjustmentsThis is a situation faced by all carriersAs a good will gesture we have issued an electronic voucher in the amount of $which can be applied towards your next Frontier Airlines flight
To redeem your voucher, 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:
*** *** ***
XXXXXXXXXXXXXXXXX *** ***
This voucher must be redeemed by November 5, 2015, 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
Final Consumer Response /* (4200, 14, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no desire to use Frontier again, and this in no way compensates me for their shady scheduling practices, and the hassle that it has caused

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,
*** ***

Complaint: ***
I am rejecting this response because:
It is completely unacceptable to treat a customer in this mannerThey should be willing to try and work with a customer to resolve an issue which they are not
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/08/15) */
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 inconvenience you experienced when checking in for
your flight from Orlando on July 13, We recommend passengers arrive hours before scheduled departure, as Frontier has a strict minute checut offYou must have your boarding pass in hand and any bags dropped by this time even if you have checked in online previouslyOnce a flight is closed, our agents are unable to reopen the flight to print passes or check in baggageIf a flight is missed, passengers are offered the next available Frontier flight with open seatsA fee is then collected based on ticket type, which is non-refundable
While the customer service agent was unable to accommodate your request for late check-in, this information should always be conveyed in a courteous and professional mannerIn reviewing the flight information the flight pushed back at 6:and was off the ground at 7:We have high expectations of our employees and are disappointed with the service you described of our Supervisor ***For training purposes; we have made your comments available to the Orlando station manager
Each time a reservation is accessed by the customer online or our agent a date, timestamp and location automatically postsYour reservation shows your online check on July 12, 2015, the next timestamp is the airport showing baggage check in and out and seat remove at 6:35:amThis is after the minute cut off which does not qualify for denied boardingDenied boarding is if the flight is oversold, you would have your boarding pass and bags dropped are at the gate and there is no seat availableYour reservation shows when you checked in online you were assigned seat 5B
I apologize for any difficulty when contacting our reservations departmentI can see that as a customer service gesture the fee to move to the later flight was waivedRespectfully, no further compensation would be provided
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,
***
Customer Relations Specialist
Frontier Airlines