Frontier Airlines

02/25/02:PM [redacted] I was just contacted and I sincerely apologize for the delay in updating your accountI was told by our liaison she had received notification from [redacted] regarding your account but because of the volume she has working in the order received, she had not updated your accountPlease check your account, it has been updated [redacted]

11/17/07:AM Dear [redacted] ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond We have attempted to contact you regarding your complaint by leaving voice mails for you to call us As of today, November 17, we have not received any response Please contact me at ###-###-####, Sunday through Thursday, between am and pm (Mountain Time) for us to discuss your complaint Thank you, [redacted] Central Baggage Supervisor Frontier Airlines Phone: ###-###-#### Phone: ###-###-####

Initial Business Response / [redacted] (1000, 5, 2015/05/28) */ [redacted] , 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 initially filed your complaint with our Customer Relation department on 5/15/Our agent Kenya responded on 5/19/Please review her response below which best represents our position on this matter: After review, our records show this ticket was not marked as a No ShowWe will honor the ticket credit for a future Frontier flight, change fee and fare difference will applyI am unable to process a refund, the Economy ticket is non-refundable The unused portion of your ticket is available for future useWhen you're ready to re-book, please contact our Reservation Center at XXX-XXX-XXXX and provide reservation code [redacted] Tickets expire year from the date of issueThe applicable change fee has been applied, any difference in the remaining value of your ticket and the new fare will apply upon re-booking We look forward to serving you in the future Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

09/16/02:PMHello ***, Thank you for contacting us regarding your experience with Frontier when you wanted to change your flight due to a family issueOur PolicyI know that you were frustrated with the fees we charge and I am sorry for that but I'm hoping I can explainIf you need to change your itinerary prior to the day of travel (date changes or city changes) you may do so but you must pay the difference between the fare already paid and any difference in fare and/or option prices, as well as a non-refundable change fee of $per personYou mentioned that the fare on the new date was less than the original date so in that case you will pay the lower fare plus the $change fee per personThe Works I was thinking that the next time you book a flight with us, you might want to consider purchasing The Works, which bundles extra services such as bags and seats, in one low price, and is the only way to get full refundability of tickets after hours and there is no change feeThe Works can only be purchased at the time of booking but it's a great way to save in the future and it gives you the flexibility you might need in the event that something unexpected were to occurWe Can Do BetterPlease accept my apology for the difficulty you had on the phone with the Frontier representativeYour description of your experience is concerning and I can only assure you this is not the type of service we strive to provideI'm sorry this happened to youPlease accept these $vouchers for you and your party as a token of apology for this incidentYou can use these vouchers on any future frontier flight and while they must be redeemed prior to their expiration dates, you can actually fly as far out as Frontier's schedule allowsAgain, I'm so sorry for your experience and I hope you will use these vouchers on a future flight with Frontier under better circumstancesAnd ***, thank you for your serviceBest regards, [redacted] Customer RelationsFrontier Airlines

Response Email 04/14/01:PM Hello [redacted] , We have received your correspondence/communication with the Revdex.com Regarding reimbursement, if you could reply with the receipts again, this would be very helpfulThe PDF files I received have several blank pages, and the pictures are cut offI am currently unable to process themHowever, if you could send them in again perhaps with a different format, I can see about potential reimbursement Regarding the voucher, I have reissued the $voucher (XXXXXXXXXXXXXXXXXXX) and extended it for a year until 4/14/This is the maximum amount and extension of vouchers available Regards,Customer Relations SpecialistFrontier Airlines

Response Channel: EmailEmail 11/04/04:PMHello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Customer Care Feedback like yours allows us to better identify areas needing improvement and I appreciate the time you have taken to help us outI will log your concerns about our website with our management team We Hear 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 Your Refund I apologize for the situation surrounding your flight cancellationIt's really unfortunate that happenedI'd like to offer you a refund in the amount of $The cancellation fee was never charged to your cardPlease 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 XXXX Come Back Soon We appreciate your feedback as we are always seeking ways to improve as an airlineI'm confident your next experience with us will be a good one! Regards, Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns First, I would like to sincerely apologize for the unpleasant experience you and your party had with us when flight was cancelled on May 31stMy research indicates that flight was delayed and eventually cancelled due to severe weather that affected the aircraft earlier in the day causing our flight crew to run out of working hours that is regulated by the FAAAs you can imagine, flight irregularities can be very challengingThe 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 circumstancesPlease know, we take great care to operate a safe and on time airlineIt is never our intention to disappoint passengers Nevertheless, this does not excuse the behavior you described of our staff during this situationWe are committed to providing our passengers with a pleasant and enjoyable flight experience and regret that we fell short of thisWe have high expectations of our employees and are disappointed with the behavior you described of our airport and phone agentsI especially apologize that the agents were giving you different reasons as to why he flight was delayed and then cancelledWe do our best to provide our staff with frequent and accurate information regarding flight disruptions so they can inform our passengers appropriatelyFor training purposes, I have logged your comments and feedback regarding these agentsThis feedback will be reviewed internally and put up for future consideration Respectfully, we will not be able to provide you and your party with a refund of the Frontier Airlines reservations as all the segments in your reservations were flown and non-refundableAlso, due to fact that this cancellation was cause by an uncontrollable situation, we will not be able to provide you with reimbursement for the transportation or hotelHowever, if you had any meal expenses that were not covered by station vouchers, I would be happy to review those for reimbursement Normally, during uncontrollable situations, we do not provide compensationHowever, as a customer service gesture for the way this situation was handled by our airport staff and phone agents, I have issued electronic vouchers in the amount of $each, which provides a discount on your next Frontier Airlines flight To redeem your electronic vouchers, visit www.FlyFrontier.com and book your flightOn the "Purchase" page, select "Voucher", then enter the following voucher numbers: [redacted] - XXXXXXXXXXXXXXXXX, [redacted] - XXXXXXXXXXXXXXXXX, [redacted] - XXXXXXXXXXXXXXXXX, [redacted] - XXXXXXXXXXXXXXXXXThese vouchers must be redeemed by September 17, 2015, but travel may be booked out as far as Frontier's schedule allows Once again, I apologize for the unpleasant experience you and your party had with usAs Frontier employees, we care about our customers and want you to choose our airline with confidenceWe're continually seeking and implementing ways to improve our service, and your feedback helps us continue this processWe hope to have the opportunity to restore your confidence in our service onboard a future flight Kindly, [redacted] Frontier Airlines Customer Relations Lead [redacted] Terms and Conditions for Electronic Travel Certificates: -The passenger [redacted] 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 [redacted] 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

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 meAlthough my husband and I both attempted to check in on our mobile devices (well over two hours before the flight took-off but couldn't because the Frontier system was down), I will accept the credit for the tickets as it's the ethical thing to doYour system was down Frontier, causing us to miss the flight Sincerely, [redacted]

Response Email 11/12/11:AM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Change And Cancellation Fees When a customer books a flight through us, there are only ways to receive a refund for your flightThe first way to receive the refund would be to call within hours of booking your flight and we can cancel the ticketThe other way to cancel flights without a fee is to purchase The Works at the time of booking What I Can Do I understand that you were not making changes to your flight and you were booking tickets to be able to adjust your return dateWhile I cannot issue you a refund for the $197, I have created a credit shell in the amount of $for you to use at a future date Credit Shell 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:( [redacted] ), and this email address: [redacted] [redacted] If applicable, a credit card will be required for any residual value Visit Us Soon I hope that you will be able to use this credit on a future tripWe look forward to the opportunity to serve you again aboard Frontier Airlines Kindly, Customer Relations Specialist Frontier Airlines

Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Booking Status On November 14, a booking for you was placed on hold awaiting paymentThe booking was removed hours after it was placed on hold because there was no paymentThe booking made on December 4, was the only booking we received payment for Third Party Booking I do see that your first booking was made with a [redacted] agencyWhen booking directly with Frontier, we can assure you a smooth booking processHowever, when booking with a third party, sometimes there can be glitches and the information is not relayed correctlyI apologize for any ***onvenience this may have caused I would advise contacting the third party agency regarding any type of refund as we never received payment for the first booking Visit Us Again I apologize for the confusion with your booking and hope that this experience does not deter you from flying with us againI wish you safe [redacted] s on your upcoming flight! Regards, Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because: I was not offered any type of refund and I specifically stated that I would NOT accept airline credit through FrontierI do not feel heard, validated, or respected in Frontier Airlines responseAgain, I am requesting a full refund of my flight and my daughters flight Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns We sincerely apologize for any items that were missing from your luggage when you arrived in FtMyers on May 19thOur Central Baggage Supervisor has reached out to you on both phone numbers she could locate for you without successPlease call us back at your earliest convenience at XXX-XXX-XXXX Monday-Friday 7:am-4:pm Mountain time We look forward to assisting you resolve your baggage issue Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because: I find the assumption that my troubles that day are worth only dollars in airline credit to be personally insulting I was late to an important fundraiser of which I was one of the main presenters It was professionally and personally embarrassingSecondly, there is no way I'm going to do business with Frontier Airlines ever again I know that the company is on the rocks, with their Head of Customer Relations resigning in the past week or so I'm sure I'm not the only person who was inconvenienced but I will not be condescended to Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 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 strive to complete schedule changes as far as possible in advance as to allow enough time to advise our passengers who have already made reservations for the affected flightsWhen reservations are made in advance it's possible that multiple schedule changes can occur before the actual travel date When we have to change a flight, please know it is because we have exhausted every other option, and that this decision was made as a last resortAlthough we always strive to maintain our schedule, there are situations where flights may have to be changed, despite our best effortsWe sincerely apologize for any inconvenience this may have caused If the schedule change is unacceptable to the customer we will provide a full refund, just as we did with youRegrettably, we do not provided additional compensation due to schedule changesPlease review our Contract of Carriage regarding schedule changes at www.Flyfrontier.com We hope to have the privilege of serving your future travel needs, under more pleasant circumstances Regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although I recognize Frontier's response, and their willingness to refund my ticket (thank you), it does not satisfy or resolve the issues created It is mainly the difference in cost from their ticket to another airlineThis cost was over $I did not request damages, but only what is fair and lost It does not satisfy their failing to maintain typically industry standards, and as a result cause significant cost to their customerTheir leaning on an ambiguous term, such as "change" should be future definedWhen is a change so significant that it is no longer a change, but a different agreement? The fact that Frontier changed dates should be considered a different agreementSince no notification was made their lack of action caused significant damagesThese damages were in an amount exceeding $for the groupThere is also a significant amount of time lost, and stress created on relationships and meI encouraged others to arrange the same flight to Cancun via FrontierAs a result of my trust that Frontier would fulfill their agreed schedule they are out of pocketThey also lost the opportunity to procure a cheaper flight that to this date has not changeFor instance the one made by *** When making a purchase it is not reasonable for Frontier to suggest or expect a customer to plan for a date changeFrontier advertised suggested times and dates to meet a customer's needThe customer then makes decision based on their word and our agreementThe best opportunity to consider and make every effort is before a flight is advertisedBased on the typical purchase exchanges (solicit, offer, accept and consideration) a contract is madeAlthough their terms may suggest their right to make changes and for the customer to receive a refund it is not reasonable to expect a customer to routinely check back to determine if the original agreed purchase was changedI came across the change when developing an itinerary for our group of This is not an industry standard or typicalFrontier's efforts to "strive", "exhaust every option" and to say "we sincerely apologize" are nice words, but do not account for their failing to conduct common courtesies, or recognize the devastating feeling, the cost or disappointment when a planned trip no longer includes your favorite restaurant, you spending a few more hours with a loved one that you miss so much, leaving someone alone in a foreign country, the absorbent amount of time spent on planning that now requires more planning etcIn some cases adjustments are made easily and in other cases they are notMore and more companies require multiple calls to first make a request and then a call back for approval or verification that the request was processed Their reply does not account for the total hours spent on holdThis is amount of time is not reasonable and something I will never get back I believe in fairness and being reasonable, Frontier should have made agreements with another airline to meet the originally agreed schedule, or Frontier should reimburse for the difference between their flight cost and the cost on another airlineIn this case the amount would be Final Business Response / [redacted] (4000, 9, 2015/05/25) */ [redacted] , We have received your rebuttal as submitted to the Revdex.com I'm sorry that you feel our resolution does not resolve the issueIt is never our intention to disappoint our passengersWhile we always strive to maintain schedule consistency, there are situations where changes are necessary despite our best effortsWe don't provide compensation for schedule changesHowever, we sincerely regret any inconvenience this may have caused you My records indicate on 4/21/we issued a full refund for your reservation to your credit card ending in If you have not received this refund, please contact your credit card companyWe do understand that you are not satisfied with this outcome and your complaint has been filedHowever, we must be consistent with our policies to be fair to all passengers Thank you for taking the time to share your feedback it has been logged and is available for management review We hope to have the opportunity to restore your confidence in our service on a future flight Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

2/24/01:PM ***, We have received your rebuttal as submitted to the Revdex.com and are disappointed that you are not satisfied with our position in this matterAll passengers are welcome to board with one free personal item, to go underneath the seat in front of themIt is Frontier's policy to charge a fee for any additional bags, or for any bag that exceeds our size limitsI apologize for the inconsistencies you described and I have notified our Milwaukee leadership teamThey will follow up with this valuable training opportunity as it is important that we remain consistent throughout all our airport stationsWe are not refunding the carfee, however [redacted] did provide [redacted] a $voucher, as a customer service gestureShould you reconsider, the voucher will remain in our system for redemption until 5-22-Kind regards, ***Frontier AirlinesCustomer Relations Leadership

08/04/03:PM Hello [redacted] Thank you for contacting Frontier Airlines We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Our Apologies My records indicate that you arrived at the reservation counter at the airport minutes before your flight Frontier has a strict minute checut offOnce 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-refundableI can see that our agent at the counter waived the $change fee, as well as the fare different on the next available flight.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 manner Be assured we have forwarded your input for Management review We thank you for your patience Kindly, [redacted] Customer Service Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsI'm sorry for any frustration that was caused when trying to reach our Customer Relations DepartmentAccording to our records on April Customer Relations Specialist Yolanda responded to your email complaint We have verified your voucher in the system and it expired on January 14, At the time your voucher was issued they were valid for six monthsCurrently, vouchers are valid for three months In fairness to all customers, it is important for us to be consistent when it comes to policyAs a result, your voucher cannot be extended We appreciate you taking the time to write and regret any disappointment that was causedWe hope to have the ability to welcome you on board in the future Sincerely, [redacted] Frontier Airlines Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The justification of "In fairness to all customers" is the problem hereThe reality is that Frontier's policy is unfair to all customers if Frontier Airlines continues to hide the key piece of information from their customers at the time of negotiating to give up their seat, that the voucher will expire in such a short amount of timemonths was bad enough, but months is horrible Final Business Response / [redacted] (4000, 13, 2015/06/17) */ Dear Mr***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns According to our records, an exception was made on [redacted] 28, to extend an expired voucher in the amount of as a goodwill gesture In researching, you made a reservation [redacted] and it was ticketed on [redacted] 5, A $voucher was applied to this reservation Per our Voucher Terms and Conditions only one certificate may be redeemed per ticketIn addition, our policy indicates that a voucher cannot be applied to an existing reservationTherefore, we are unable to apply the $voucher to your reservation code [redacted] We understand that this may not be the answer you expected, and we are sorry to disappoint you Sincerely, [redacted] Customer Relations Frontier Airlines Final Consumer Response / [redacted] (4200, 15, 2015/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept this as a proposed resolution because it doesn't resolve anything and this response from Frontier doesn't even provide a partial resolutionIf this is truly a matter of only allowing one voucher, then Frontier could have applied the $voucher instead of the $voucher, but instead Frontier is using this as another excuse to stall and avoid doing the right thing

02/23/2016 04:47 PM Mr. and Mrs. [redacted] , We have received your rebuttal as submitted to the RevDex.com and appreciate the opportunity to further address your concerns.Thank you for letting us know that you were in contact with [redacted] from our Reservation Department. He verified that a refund via check was authorized. We regret that you did not receive the check within the timeframe [redacted] indicated. We've stopped payment on the original check and a second one was issued and sent with expedited delivery. Sincerely, ***Customer Relations SpecialistFrontier Airlines

Complaint: [redacted] I am rejecting this response because: I still feel as if your business has not satisfied my concernsWe were locked in an airport for hours with nothing to eat nor drinkThere was no service to us nor the other passengers on our plane we were left to fend for ourselvesYou're only compensation is a gift certificate for a future flight that I don't even plan on never taking with your company againI would like reimbursement for my hotel fees for the missed night that I did not get, as well as the cost that I had getting food in [redacted] that I should never have had to pay for Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/09/09) */ Dear [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns On behalf of Frontier Airlines, please accept our sincere apologies for any inconvenience your wife [redacted] experienced due to our minute flight delay on July As you can imagine, flight irregularities can be very challengingThe 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 circumstancesPlease know that it is never our intention to disappoint our passengers During times when we are experiencing delays due to mechanical related issuesFrontier Airlines compensate passengers, as your wife was compensated $100, which is our maximum compensation Please accept our sincere apology in which we are unable to grant your request [redacted] took her flight, we so not refund used flightsWe regret that you feel this is not enough, and we apologize for any frustration this may have caused *** We hope you understand that safety for our passengers and crew is always our number one priority and we look forward to serving you onboard a future Frontier Airlines flight in the near future under better circumstances Regards, [redacted] Customer Relations Specialist Frontier Airlines