Frontier Airlines

1/12/11:AM Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Firstly, on behalf of all of us here at Frontier, please accept my condolences on your mother's passingI understand how emotionally and financially stressful such times can be I'm sorry to hear that you're not satisfied with the resolution that was offeredThe decision to cancel a flight is never easily made because we appreciate the disruption it causes to our passengersWe understand that you're flying because you have to be somewhere on a certain day, at a certain timeThat's a reasonable expectation! We also know that you expect to get where you're going safely and safety is our priorityFlight [redacted] was cancelled for uncontrollable weather reasons and we are limited in the options we are able to provide passengers in such situations We are unable to provide reimbursements for tickets purchased on another airline as a result of weather-related flight cancellations and, respectfully, I am declining your request for reimbursement in this instanceI am, however, able to increase the amount of the electronic travel vouchers to $each and extend the redemption periodIt's my pleasure to extend this goodwill gesture to youHere are the new details: [redacted] - [redacted] - [redacted] The vouchers must be redeemed by June 1, 2017, but you do not have to travel within this time frameFuture travel may be booked out as far as Frontier's schedule allows (see instructions below)Please know that these vouchers replace the previous set, which have been voided While I'm certain that this isn't the resolution you expected, I hope you'll utilize your electronic travel vouchers to provide us the opportunity to serve you and your family on your next Frontier flight! Sincerely, [redacted] Frontier Airlines

01/23/09:AM Hello Mr [redacted] ,Thank you for contacting Frontier Airlines.I understand how upsetting this issue is to you at this time However I am asking you to provide me with the same receipt you say you have provided Frontier before If you can attach the receipt I've asked for, the way you've attached the screen shot of the hold time you have experienced, it would be very helpful.As of right now, our records shows no charge for bag fees We are not asking you to hold we are asking for the bag fee receipt.Thank you, [redacted] Frontier AirlinesCentral Baggage Service 01/19/02:PM Hello [redacted] , Thank you for contacting Frontier Airlines As previously stated our records show that there was never a payment collected from you for the two checked bags for Frontier Airlines If you still think our information is not correct please provide us with the credit card statement for the two checked bag fees Bag fees were not included in the original ticket payment We show that two free bags were added to your reservation prior to the departure date Thank you again for contacting Frontier Airlines [redacted] Frontier Airlines Central Baggage Service [redacted]

Tell us why here...Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsCustomer Service Is KeyI am really sorry for the experiences you had with our agents while trying to get reunited with your bagWe work hard to obtain updates in a timely manner so that the passenger does not have to worry about the status of their delayed bagIt's disappointing to hear that this was not our experienceWe Care About YouFlights that have been flown are not eligible for a refund despite any bag delay that may have occurredWe regret any misunderstanding surrounding this policyWhile I am unable to issue any sort of refund for this experience, I am happy to issue you a $voucher (#xxxxxxxxxxxxxxxxxxx) as a gesture of apology for this experienceThis voucher expires on June 22, 2018, but you do not need to travel within this time frameTravel simply has to be reserved before the expiration datePlease see below for further redemption detailsYour Opinion Is ImportantFeedback like yours helps us identify areas that need improvementThis is important as we work to provide the best possible travel experience for our customersWe are always looking for ways to enhance our customer experience and we can only do that with your helpRegards, Customer Relations SpecialistFrontier Airlines

09/12/05:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond What You Should Know I understand that when your travel plans changed, you contacted [redacted] to cancel your flight and they told you to contact Frontier to make that change When you called Frontier you were told that you were not eligible for a refund of your ticket since it had been more than hours since your reservation was booked According to our records, your flight was booked on 9/5/at 6:PM You placed the call to Frontier on 9/6/at 7:PM which as you can see was beyond the hoursYour complaint mentions that between calling [redacted] and being on hold, you lost about minutes which unfortunately would still put you outside the hours What I Can Do I understand how frustrating this must have been and while I am unable to refund your ticket, as a one-time customer service gesture, I have issued a travel voucher for the amount of your ticket which was $that you can use on a future flight with Frontier Our vouchers normally expire in days but I have extended your voucher out months While you will need to redeem your voucher prior to the expiration date, you can fly as far out as Frontier's schedule allows For your convenience, the voucher number is [redacted] and it expires on 3/12/Please see the redemption instructions below Again, please accept my apology for this incident and I do hope you will use this voucher on a future flight with us so that we can show you a great travel experience Kind regards, [redacted] Customer Relations Frontier Airlines

Initial Business Response / [redacted] (1000, 10, 2015/05/18) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns In order to better understand the situation I spoke with an Early Returns Supervisor about the specifics of your situationTo date, we have not received a transfer request from [redacted] Without written confirmation from [redacted] that miles were to be transferred to your EarlyReturns account, we have been unable to credit your account Since you are no longer want to have this transfer completed, we would suggested that you contact La Quinta with a copy of your email from us and request that they credit the points back to your La Quinta account I hope this helps you better understand the process and why you haven't see your miles yetPlease let me know if you have any further questions Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

12/04/06:PM Hello [redacted] , I have received your correspondence from the Revdex.com I'm sorry to hear that the refund check has yet to arriveI checked with accounts payable and they confirmed that the refund has been approvedI can certainly understand your frustration with the unusually long wait time and I can assure you this this isn't typical of the high level of customer service that we strive to maintainThe check is coming soon and will certainly be there before your desired settlement date of 12/ I've logged and forwarded the unusually long wait time to receive your check for review by our executive management team Kindly, [redacted] Customer Relations SpecialistFrontier 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 me Sincerely, [redacted]

Response Email 12/02/12:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Information NeededI’m trying to do more research on the situation you describedCan you please give me your daughters digit, reservation confirmation code? It's usually a combination of alpha and numeric charactersThis would be very helpful Talk To You Soon I look forward to helping you resolve this situation in a timely manner Kindly, Customer Relations SpecialistFrontier Airlines

Hello [redacted] ,We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Thank you for contacting our customer service team to inform us of your situation, and for being patient as we investigated the situation.I apologize for the inconvenience you experienced in missing your flight to OrlandoIt is never our intent to disappoint or inconvenience our customersAfter looking into your case, I found that [redacted] was removed from the flight at the attendants discretion due to [redacted] showing signs of intoxicationPassengers who show signs of intoxication are put on the next available flightAgain, I apologize the next available flight posed as an inconvenienceUnfortunately I am unable to provide compensation for your experienceHave a wonderful New Year [redacted] Kindly, [redacted] Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/05/25) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We recommend passengers arrive hours before scheduled departure, as reservations 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 departureFor more information please see the "Involuntary Ticket Cancellation" section of this http://www.flyfrontier.com/travel-information/travel-policies Once a flight is closed, our agents are unable to reopen the flight to print passes, check in baggage or allow late boardingIf 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-refundableSince this fee was properly assessed, we are not able to refund it We regret that when you missed your flight you were separated from your baggageWe certainly apologize for any inconvenience this delay created for youIf you have receipts for any interim expenses, please submit them to us for consideration Frontier Airlines, Inc Attn: CBS POBox XXXXXX Denver, Colorado 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, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because:clearly your statements are not from the multiple passengers that you claim made statements, but ofcourse that is expected1- when you properly do investigate you will know that that the row I was seated at was not empty until the couple I was seated next to moved to the back empty row seatswhen I was seated in the middle seat no one tried to take the seats where I was, if they did it was never brought to my attentionwhich is why I found it offensive and racially motivated to ask me to move back to my assigned seat and yet the couple that were seated next to me were okay to movei don't see you bringing that up in your statements.2-no other flight attendant came overif they claim they did then you can clearly see its my word against theirs.3-also the reason I know this was only a statement of the flight attendant is because when I was escorted off the flight, the police officers told me that the reason I was kicked off is because the flight attendant claimed I cursed at herwhich ofcourse I also did not do4-also this is not the first time am taking a flight, reread the statements claimed by your attendant and make sense of themif I offended the attendant by taking the seat that wasn't assigned to me all she needed to do was be fair to all passengersand my attempt to use the restroom all I needed was some kind of courtesy, but I get kicked off the flight by the decision of one personno efforts to even find out what happened was made, I deserved this to be the leastall am doing now is my word against the attendant who has the full backing of the companywell looking on the bright side am glad whoever the lady was that wanted the seat got it Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/07/02) */ Dear Mr [redacted] , 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 misinformation regarding the waiving of any fees to make the voluntary change to the reservationThe Economy fare purchased has a [redacted] change fee and any applicable fare difference to make a changeYou can view on our website under travel policies what situations may request a waiver and what documentation would be requiredWhile reservations agents advised documentation could be sent to request a refund of the change fee it was not guaranteed that the waiver would be granted We remain consistent in our policies to be fair to all our passengerRespectfully a refund of the requested change fees would not be provided Sincerely, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) When speaking with the agents it was guaranteed that the fees would be refundedWe clearly stated to the [redacted] employees agents the situation, including asking them specifically what the process for the refund would beMultiple agents assured us that the refund would be issued if we followed their instructionsBoth of us specifically stated that if we would not be refunded the full fees we would not be re booking with [redacted] At this point it is clear that the multiple agents supporting us used a deceptive business practice to collect the extra moneyWe were guaranteed, despite your response saying we were not, that the refund would be offeredThis guarantee directly impacted our purchasing decisionAt no point did the agent reference any other policy or suggest that the refund would not be honored for any reasonRegardless of if this was intestinal the fact remains [redacted] agents guaranteed a refund if we followed their instructionsEven still my wife is receiving instructions to re fax the documentation Final Business Response / [redacted] (4000, 9, 2015/07/24) */ Dear Mr [redacted] , Thank you again for your patience while the phone conversation was pulled and reviewed We have also received your rebuttal as submitted to the [redacted] After reviewing it has been determined that the change fee will be refunded as the information from the agent was incorrectThis takes approximately business days and will credit back to the card ending in [redacted] We hope you will allow us the opportunity to serve you on a future [redacted] flight Sincerely, [redacted] Specialist [redacted] Airlines

Dear Ms [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We apologize that an incorrect expiration date was displayed in your Early Returns accountAs a customer service gesture your 41,miles have been reinstated until June 16, We look forward to flying with you sometime soon Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because: The response provided here is merely a copy-paste response that Frontier sent me on 6/from a feedback email I sent to Frontier while the bag was missing (see Incident: [redacted] ) Nowhere in Frontier's response do they explain why no one from [redacted] Frontier contacted my wife during the first days her luggage was missing My wife left (3) voicemail's at [redacted] Frontier & none of them were returned [redacted] Frontier (our local Frontier) was of no help What if my wife was traveling for business & her luggage was lost & no one contacted her for (5) days...? How would you feel if you couldn't get a hold of someone...? I feel Frontier should provide some sort of corrective action for [redacted] Frontier The communication breakdown & customer service were definitely poor at best In order for someone to return our calls/email I had to create a [redacted] account & reach out to Frontier via social media on the 4-5th day the bag was missing Frontier still didn't acknowledge me until I got the Revdex.com involved also on [redacted] I think Frontier is missing the point It took (5) DAYS to get any kind of response.Once [redacted] ( [redacted] ) from Frontier got involved things started working like they should have from day one My wife's bag was returned intact & undamaged approxhrsafter she was in contact w/ my wife My wife also received a $voucher due to the inconvenience, which is appreciated It looks like the bag was incorrectly sent to Florida from [redacted] on an [redacted] flight (from the return bag tags) In total it took (6) days for my wife's bag to be returned to us.Sincerely, [redacted] ***

08/03/04:PM Dear Ms [redacted] , Frontier Airlines is in receipt of your letter to the Revdex.com, and we appreciate the opportunity to address your concerns Frontier would like to offer our sincere apology with the difficulty in receiving assistance with reporting and locating your delayed bagWe have filed a formal complaint on your behalf with the customer service management team Please accept our sincere apology for the delay of your checked baggage when you traveled with us on July 30th, 2016, from Dulles-Washington DC to Seattle, WA In spite of our best efforts, there are unfortunate instances where baggage is delayed, and we make every effort to return it in a timely mannerOur records indicate that your delayed bags were delivered to you on the 1st of August, and we would certainly like to apologize for the day bag delay As a customer service gesture, we have requested a refund of the bag fee paid which was $for each bag As a customer service gesture, we have provided a $travel voucher for a discount on a future Frontier flight for Miriah and yourself, which provides a discount on your next Frontier Airlines flightTo redeem the electronic vouchers, visit www.FlyFrontier.com and book your flightOn the “Purchase” page, select “Voucher”, then enter the following voucher number: [redacted] [redacted] This voucher must be redeemed by 05August2017, but travel may be booked out as far as Frontier's schedule allows [redacted] 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 year 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 cashOther conditions may apply.If you have any questions please call Frontier Reservations at ###-###-#### At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances Sincerely, [redacted] Central Baggage Supervisor Frontier Airlines ###-###-####

Initial Business Response / [redacted] (1000, 6, 2015/05/05) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We apologize for any inconvenience due to the cancellation of flight [redacted] from Philadelphia to TampaOur records indicate a refund in the amount of $was set up on April 10, going back to credit card ending in We certainly value you as a customer and look forward to serving you aboard a future Frontier Airlines flight Regards, [redacted] Frontier Airlines Customer Relation Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Customers shouldn't have to go through extreme measures, as I went through, in order to get reimbursement for incidents caused by Frontier airlinesI have received the reimbursement, and special thanks to Revdex.com for looking into the issue I would hope Frontier Airlines CEO and employees improve their services, be straight forward with their customers, fulfill their end of the bargain, and stop taking advantage of people who have paid for a service and expect a company to deliver Thanks to Revdex.com for helping resolve this matter

Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsWe're Here to Help! I apologize if our policy was not clearly explainedOur hour cancellation policy applies to flights that are cancelled within hours of booking and are more than seven days from flight departureTherefore, this policy does not apply to flights rebooked after a cancellation, as these fall within the seven day cut-off What I Can Do As a customer service gesture, I have extended all three of your vouchers from the recent cancellationThe vouchers listed below must now be redeemed by December 31, 2017, and may be used to purchase travel as far out as our schedule allows*** [redacted] [redacted] *** [redacted] [redacted] *** [redacted] [redacted] We Value Your Business I hope the voucher extension helps you and [redacted] utilize the vouchers more effectively! I believe your next experience with us will be a vast improvement Kindly, [redacted] Customer Relations Specialist Frontier Airlines [redacted] 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

Initial Business Response / [redacted] (1000, 6, 2015/12/22) */ Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Frontier Airlines recommends customers arrive at least two hours or more prior to departure timeBecause of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers to be checked in with boarding pass [redacted] hand a minimum of minutes prior to the scheduled flight departure for domestic flights, and minutes for international flightsPassengers who fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees The kiosk is programmed to stop checking in at the minute cut off and give a message: "Your flight is boarding soonPlease proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the minute cut offOur records indicate your kiosk time stamp was 6:for your 7:flight (minutes)You must have your boarding pass in hand at the minute cut offWe advise this while making your reservation as well as in your emailed receiptWe understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure 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 Your calls were pulled and our agent advised he would check on your request to waive the $same day feeHe then advised Frontier only gives waivers for medical situations and advised you your situation is not coveredHe mentioned the airport would follow the same $same day procedures and that he would document the record, that [redacted] is requesting the $fee waivedHe never said he would waive it, he said he would document your reservation of your request During the many calls, there was a call in which you indicated if the $fee be waived the Revdex.com complaint would be withdrawnThe fee was waived but the Revdex.com was not withdrawn In your Revdex.com complaint you resolution request was to have the $fee be refunded but it was never charged Regards, [redacted] Customer Relations Frontier Airlines

Complaint: [redacted] I am rejecting this response because: I responded to their first response, and all they wrote back was a copy of their first response They need to read and address my concerns in my responses before copying and pasting any more meaningless responses Sincerely, [redacted] ***

Response Email 10/06/12:AM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Cancellation Fee Per our Contract of Carriage, if a passenger cancels a ticket before the schedule flight departure time, the value of the ticket less a service fee will be retained for days from the date of cancellation of the ticket in the form of an electronic creditThe credit has no cash or refund value and may only be applied to a single subsequent ticket on a Frontier flight for the same passenger as the original ticket Your Credit Since the ticket was not cancelled within hours of the original booking, a credit shell less the cancellation fee of $was issued to the reservationYour credit shell of $1,can be applied to any Frontier flight and expires on December 26th, You do not have to fly within this time frame, but travel does need to be booked prior to the expiration date To redeem your credit, please go to [redacted] 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: [redacted] If applicable, a credit card will be required for any residual value While I apologize for the inconvenience, the reservation does not qualify for a refund Come Back Soon Please know we value your business and look forward to welcoming you aboard a future Frontier flight Regards,Customer Relations SpecialistFrontier Airlines