Frontier Airlines

10/23/06:PM Hello ***,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.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, neither a kiosk nor our agents are able 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 planned.Check-InI know first-hand that navigating an airport can be challenging, especially when there are long security linesIt's for that reason that we require passengers to be at our ticket counter at least minutes prior to departureIt really is a good idea to get to the airport at least hours in advance of your flightFor those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change fee We have fully disclosed our chepolicies to all third party agencies and while they are required to provide this information during booking, often times the information is not as clear as it is on our websiteVisit www.flyfrontier.com for the most up-to-date and accurate policies What I Can Do While we do not typically compensate for missed flights, we can appreciate the frustration you must have experienced throughout this processAs a one-time customer service gesture, I am issuing each of your party a $voucher, for a total of $These vouchers must be used under each respective name, and will expire January 21, You do not have to travel within this time, as you may book travel as far in advance as our schedule allowsYour voucher information is as follows: [redacted] [redacted] [redacted] Next time, if you experience a disruption like this, I highly recommend immediately working with a Frontier Representative on rebooking, whether with us or another airlineI understand that you spoke with one of our representatives over the phone, but because both flights were left unchanged on the reservation after departure we would likely be unable to issue compensationThis will minimize your out of pocket expenses and will ensure that any refunds/reimbursements are known to you before it is too lateWe Hear YouI understand it's frustrating that our counter agent could not accommodate your request for late check in, but there is no excuse for the behavior you describedWe take these types of reports seriously and use them as training opportunities.We look forward to welcoming you aboard many more Frontier Flights!Kind Regards, [redacted] Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/08/26) */ Dear [redacted] , 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 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, we have issued an electronic voucher in the amount of [redacted] which provides a discount on 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: [redacted] XXXXXXXXXXXXXXXXX, [redacted] XXXXXXXXXXXXXXXXX This voucher must be redeemed by [redacted] but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows We are not able to reimburse consequential expenses such as an increased car rental priceRegrettably we do not refund tickets that have been flown on 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, [redacted] Frontier Airlines Customer Relations [redacted] 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 [redacted] whom it was issuedThe name on the new reservation must match the old reservation exactly It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not feel like this is an adequate resolution; as I mentioned before, we do not have the luxury of traveling very frequently so these vouchers are useless to usWe would prefer you keep the vouchers and mail us a check for the valueOr even half the value of the vouchers would be acceptableBut giving us a voucher that we cannot use is not acceptableFurthermore, we purchased tickets, but still have only received vouchersAs I mentioned before we had two separate booking numbers that I specifically listed in the original complaint Should we not find a mutually agreeable resolution, I will be making the [redacted] aware of this situationI strongly feel we did not get what we paid for and are entitled to some cash reimbursement Final Business Response / [redacted] (4000, 10, 2015/09/10) */ Dear Ms [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns I apologize that I did not include voucher information from the other reservation that some of your party was booked underAn email was sent by Frontier regarding these on the date of creation, but it may not have been received by you since the tickets were booked through [redacted] XXXXXXXXXXXXXXXXX [redacted] XXXXXXXXXXXXXXXXX [redacted] XXXXXXXXXXXXXXXXX These vouchers must also be redeemed by October 27th, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allowsI hope that you will be able to take advantage of themUnfortunately, travel vouchers are not redeemable for cash We regret your disappointment with how these situations are handledTerms and conditions are agreed to at the time of purchaseOur Contract of Carriage is available for you to review under this link: http://content.flyfrontier.com/contract-of-carriage We hope to have the opportunity to serve you again, under more favorable conditions Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Response Email 08/31/02:PM Dear ***, We have received your complaint that you sent to the Revdex.com regarding your missed flight on August 7, from [redacted] - flight *** I'm sorry that you were not allowed to board the plane upon arriving at the gate minutes prior to departure of the aircraft Our Contract of Carriage, which is a legal and binding document that covers passenger rights for every passenger that travels on Frontier states that - Availability 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 departure Low fares and on-time performance are key to Frontier's success It is never our intent to inconvenience any customer I'm sorry that happened to you Rudeness by an agent is never tolerable and I will be reaching out to the station management team in [redacted] in regards to this agents actions I see where you are asking for compensation for this flight I'm sorry, but since you flew on August 9, 2017, a refund is not possible I do see where you both were issued a $travel voucher as a customer service gesture I hope you are able to use them to give us another chance I wish you all the best Kindly, Customer Relations

08/14/11:AM [redacted] I'm sorry for your frustrationThe reservation [redacted] was booked on June by a travel agent for flight [redacted] PHL MCO departing on August This reservation was changed on July by the travel agent to a departure on August on flight [redacted] PHL MCOThe payment for the changes of $was declined twice on July Any further questions about the changes to your reservation need to be addressed with your travel agent[redacted] Customer Relations SpecialistFrontier Airlines 08/12/12:PM [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondAfter further review of your reservation [redacted] our records indicate on July 30th your travel agent called our reservations department and changed your return flight PHL MCO from August 2nd to August 1stThe charges for this change were made to Visa card ending in [redacted] which were declined You will need to contact your travel agent regarding the changes made to your reservationKindly, [redacted] Customer Relations SpecialistFrontier Airlines

08/12/05:PM Hello [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for taking the time to share your experience with usThird Party Booking We 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 Apple VacationsFor our We have fully disclosed our pricing structure to all third party agencies and while they are required to provide this information during booking, often times the information is not as clear as it is on our websiteFor our full baggage policy, visit https://www.flyfrontier.com/travel-information/baggage/Kindly, [redacted] Customer Relations Specialist Frontier Airlines

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meMy husband and I received the refund check yesterday, February Thank you! Sincerely, [redacted]

Sent: Monday, February 26, 11:AMSubject: Your Refund Check MsXXXXXXX,Per my conversation with MrXXXXXXX on Friday we have issued a check in the amount of $for the refund of your flight.The check will go out via FedEx this afternoon to the address your husband provided to me: XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXThe tracking number is: XXXXXXXXXXXXXXXI have also voided the voucher per his request.Please let me know if you do not receive the check.Kindly,

09/05/11:AM Dear [redacted] , Thank you for contacting Frontier AirlinesI have received your correspondence from the Revdex.com and appreciate the opportunity to respond Flight I apologize that your flight was delayedMy research shows that the flight was delayed due to a security issue on a previous segmentWe take all security issues very seriously and I regret that your flight experienced a delay to this issue at another airportIt is never our intent to disappoint our passengers Customer Service When a flight is delayed due to something out of our control we do not issue vouchers to cover meals or offer discounts on future flightsI apologize that this was not made clear to you but because the flight was delayed due to something out of our control these services were not offeredPlease be assured that your comments regarding this will be forwarded to management so we can provide better service to you and other passengers in the future Flight Changes In order to change your flight I am going to have our Reservations department contact you to make the necessary changesI have approved for them to waive the $change fee but fare differences will still applyIf you do not hear from them in the next hours please contact them at ###-###-#### and give the agent the following incident number: [redacted] We appreciate your business and hope that you will continue to fly with us in the future Kindly, [redacted] Frontier AirlinesCustomer Relations

03/04/11:AM [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondNo specifics regarding the mechanical issues are given to our passengers, but be assured your safety and our crew is our number one priorityWe have a team that decides the best possible arrangement for all involvedIt is never our intention to disappoint our customersAs stated in the letter you received the reasons don't change the time lost or the inconvenience you experience but we do express our sincere apology and hope that you'll give us another opportunity to serve your travel needs and restore your confidence in our servicesSincerely, [redacted] Customer Relations Specialist Frontier Airlines

Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsThere is no documentation from an agent advising of "system upgrade", which is required by all agents, I could always pull the callAs a customer service gesture I have requested a refund in full ($160.74) to be refunded back to your credit card ending in ***We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstancesRegards, [redacted] Customer Relations Specialist Frontier Airlines

01/16/01:PM ( [redacted] ***, Hi [redacted] , Oddly, that document is still registering in my system as exceeding the maximum attachment sizeMy colleagues have had success using this link as a guide for different ways to reduce the file size I'm sorry for the inconvenience this causes Kindly, [redacted] Frontier Airlines 01/11/01:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our ApologiesI'm really sorry to hear that you weren't provided with the most up to date information regarding your flightThat is certainly a reasonable expectation and it sounds like we could have been more proactive in keeping passengers updatedI'm sorry that happened.We Want To HelpWe want to assist with your desired choice, as per the guidelines of the letter you received, however, we require additional informationPlease reply to this email with all required documentation as an attachment (either Word or PDF doc).We will have happy to assist you further once the additional information has been received.Be sure to include:• Original Itemized receipts • Passenger’s names • All reservation codes• Name of payee• Mailing address• A copy of your Frontier authorization letterRegards, [redacted] Frontier Airlines

Response Email 10/20/12:PMHello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Schedules I 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 changesSome updates are necessary for operational purposes, and can even reduce costsWe appreciate your cooperation as these changes will allow us to pass the savings on to our customers by continuing to offer the lowest fares in the industry We Care About YouAs a gesture of apology for the schedule change you experienced we have issued a full refund of the reservationThe refund has been issued today 10/20/2017, in the amount of $back to the [redacted] ending XXXXPlease allow 4-days for the funds to be back in your account 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

12/24/11:AM Hello [redacted] , 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 weather down line impact for your flightIt's never our intent to disappoint our passengers Our Apologies I apologize for the difficulties you encountered when trying to check in for your flightI understand the inconvenience you experienced when you arrived at the [redacted] airports and our check in agents were not thereI'm really sorry the inconvenience you experiencedBe assured we have made your comments available to the [redacted] 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 [redacted] credit card within the next 7-business days 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!Kind regards, [redacted] Customer RelationsFrontier Airlines

Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondPerks BundleThe amount of $is the total cost to bundle for both of your flightsI see that you purchased the perks for your flightsWith the perks this fee covers the cost of seats, carry on baggage and checked baggageSince you flew a roundtrip flight this was covered for both flightsYou were charged an amount of $individually for the carry on and checked bag for both flightsFor roundtrip travel you were charged $in fees for your baggageRespectfully, I am unable to provide you with a refund as these fees are nonrefundable and that you already flew the flights I apologize for the confusion as far as the communication of the fees for your baggageIt is never our intent to frustrate or disappoint our passengers and I am sorry you were unable to proceed as plannedBaggage DelayI understand you're flying with us because you have somewhere to beThat's a reasonable expectation! I know it’s disappointing to finally arrive at your destination, only to wait an unusually long time for your baggageI'm really sorry for the unexpected delay, I can only assure you these are not the standards we strive to maintain.Be assured we are in the process of reviewing our personnel needs, especially at our busiest airports, to ensure we are adequately staffed to prevent this from occurring in the future We Care About YouPlease know that we do value you as a customerFor the miscommunication regarding the fees for your baggage and the bag delay, you were issued a Frontier voucher (xxxxxxxxxxxxxxxxxxxx) in the amount of $to use towards future Frontier travelYour voucher expires on March 9, but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption detailsRegards,Customer Relations SpecialistFrontier Airlines

Dear Mr [redacted] ,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Per your January 26th email to [redacted] , we are under the impression that you are no longer interested in discussing the matter with Frontier.Please let us know if we are mistakenKind regards,***Customer Relations Specialist Frontier Airlines Customer ( [redacted] ) 01/26/12:AM I apologize for the following emailI am no longer interested in receiving an outcome from Frontier AirlinesConsider this consumer complaint resolved

Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for contacting Frontier Airlines Customer Relations and for letting me know about your recent experience on January 8th when traveling from Las Vegas to StLouis Our ApologiesI'm sorry to hear that your experience wasn't as expectedYour description of the interaction you had with our staff member is concerning and I can only assure you this is not the type of service we strive to provide I understand that you were going through a delay and this just made the experience worse and this situation could have been handled better.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 Flights that have been flown are not eligible for a refund despite any delay that may have occurredWe regret any misunderstanding surrounding this policy While we're unable to provide a refund for any portion of your fare that was used, or provide reimbursement for other expenses, your $voucher is still going to be in our system just in case you decide to use it and will be available redeem until 04/07/18.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

07/01/01:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI understand that you weren't able to use the credit shell of $on reservation [redacted] and you are requesting a refund Our Apology I am sorry about the misunderstanding about how to apply the credit shellWe certainly strive to provide our passengers with instructions about how to apply the credit shell with easeI am sorry to hear that this was not the case RefundThe cancelled ticket is a non-refundable ticket, and we are unable to refund the $ The only option is to issue a voucher and extend the deadline to the end of the year along with instructions of how to apply it as a discount for future travel Please note that the credit shell expired, and the voucher is now available Voucher I issued a $voucher under your mother's name To redeem the 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: [redacted] - # [redacted] This voucher must be redeemed by December 30, 2017, but she doesn't have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows.We look forward to welcoming her aboard a future Frontier Airlines flight.Kindly, [redacted] Customer Relations SpecialistFrontier Airlines

08/22/03:PM Dear [redacted] , Thank you for contacting Frontier AirlinesI have received your complaint from the Revdex.com and will be responding to it in this email Our Apologies I see that your flight was cancelled due to crew availabilityWhen a crew member(s) are unable to fly and Frontier is unable to find a replacement we have to cancel a flight due to government regulations on the number of crew members required for each flightFrontier takes all regulations very seriously and I apologize that following this regulation resulted in the cancellation of your flightIt is never our intent to disappoint our passengers or cause an inconvenience to them Customer Service I regret to hear that the agents at the ticket counter did not help you find another way to ChicagoAs I am sure you are aware when a flight is canceled there are a lot of passengers needing assistance and options to meet their travel needsWe strive to give every customer excellent customer service and it is clear from the situation that you have described that we fell short of this expectation Reimbursement Request Thank you for informing me of the amount that you would like reimbursement forIn order to reimburse you for this expense, I will need a receipt or documentation from the other airline that you booked with stating that the amount was not held as a credit or held in any other form of value and was forfeitedPlease provide me with this documentation and attach it in a response to this emailI will also need an address to send a check to in order to reimburse you for the other airline ticket Additional Compensation I see that you were issued a voucher worth $as a result of the cancellationI have included the voucher number and instructions for use belowThe voucher expires on November 10th, but travel may be booked as far out as Frontier's schedule allows Voucher Number: [redacted] Thank you for your cooperation and I look forward to your response Kindly, [redacted] Frontier AirlinesCustomer Relations

Initial Business Response / [redacted] (1000, 13, 2015/08/15) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns I'm sorry your grandchildren were unable to make their flight July 8th from OrlandoWe do begin boarding approximately to minutes prior to departure and the time is posted on the boarding passThere is also the zone on the boarding pass which is called for passenger boardingWhile we don't call passengers by name we do have the final boarding callA gate pass can be issued for a parent to wait with children until the flight departs if they choose Notes in the reservation from airport state there were several final boarding calls and the children approached the podium after the flight had pushed backDuring the boarding process one agent is collecting boarding passes and there is another agent at the podium to assist with any questionsRespectfully we would not refund the fee charged to change to a later flight as boarding announcements were made Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 6, 2015/11/13) */ Dear Ms [redacted] , 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 uncontrollable delayed flight [redacted] on October 30th due to Houston station operations issue having more than number of scheduled aircraft are on the ground simultaneously arriving at 11: Our records indicate (below is a screen shoot of your history in your reservation) you cancelled your return flight on Date: Oct at Time: 8:54:AM from the Internet Caller: INET Agent: [redacted] SSR SR Added [redacted] Add Flight [redacted] Remove Flight [redacted] Remove Flight [redacted] Remove Flight [redacted] Remove Flight [redacted] Sell Fee [redacted] USD Sell Fee [redacted] USD Sell Fee [redacted] USD Add Payment [redacted] USD CC Name Changed [redacted] / [redacted] to [redacted] (The consumer indicated he/she ACCEPTED the response from the business.) They have agreed to refund my Beaver Dam purchase and states I have a voucher on fileI wish they would update their website for when a flight is changed so that people are not mislead