Frontier Airlines

02/01/10:PM FEBRUARY Dear [redacted] , Thank you for your email Your bag has been located and the airport station has advised us that it is in holding at the [redacted] (***) stationPlease contact them at your earliest convenience so as they may discuss options for retrieval For inquiries or further follow up, please refer to the information listed below and call the station listedPlease also note that station cities are only manned during active flight times during the day, so you may need to leave a message, and await a call back[redacted] ***Frontier Airlines appreciates your business, and we apologize for the inconvenience you've experienced.Sincerely, [redacted] Frontier AirlinesCentralized Baggage Specialist

Response Email 12/04/10:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Optional Travel ServicesI can imagine your frustration when you were advised that here at Frontier, we charge for optional travel services such as use of overhead bin space, or pre-selecting a desired seat in advanceI understandHere at Frontier, we know that above all else, our customers want low fares and our focus is to provide the lowest fares that get you from point A to point BSelling tickets at prices as low as ours and then charging for options allows customers to fully customize their travel experience.Explanation of Fees• SEATS - Although prepaying for a seat is the only way to guarantee your desired seating location, this fee is never requiredYou always have the option to take whatever remaining seat is available, on the day of travel, free of charge.• CARBAGS - You are always welcome to board with one free personal item, to go under the seat in frontThink backpack, laptop, purseThis item cannot exceed 8"x18"x14"It is Frontier's policy to charge a fee for larger bags going into the overhead binTotal DisclosureWe work hard to ensure everyone knows what to expect before making their purchase with usWhen booking directly at Frontier Airlines we fully disclose our fees via multiple pop ups that inform guests of all anticipated costs before getting to the payment pageI'm sorry you did not have the opportunity to review expected fees before making your purchase with Travelong Sometimes, when booking with third parties, it is also not clear why we charge for each leg of travel, rather than just one charge for your entire bookingThis is because there are crews who need to handle your bags for each flight you take, and as a result, we require that passengers pay for each time that this service is providedI'm sorry for any confusion about these charges.Third Party BookingWe have fully disclosed our pricing structure to all third party agenciesWhile they are required to share this information during the booking process, sometimes it's not as clear as it is on our websiteVisit Frontier for the most up-to-date and accurate policies.We Hear YouWe are constantly reviewing our fares, along with our competitors', and have found the fares we offer are typically the lowest amongst our competitors in the markets we serve, even with added feesNevertheless, I understand where you're coming from and I'll share your concerns with our Marketing team.Low Fare Done RightKeep in mind that Frontier is able to offer such low fares by charging for certain optional components of the travel experienceI know it seems odd, but by doing so, we can continue to offer very economical fare levels that allow our customers to travel more often.Next time you might consider one of our bundled packages, The Works and The PerksEach option bundles extra services such as bags and seats in one low price.Come Back SoonWe 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 SpecialistFrontier Airlines

07/29/08:PM 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 what you didI also know that you expect to get where you're going safelyIt's never our intent to disappoint or inconvenience our passengers I understand that due to the delay, you were unable to make your connecting flightIt doesn't happen often but when it does, we do all possible to get our customers on the next available Frontier flight Your Refund I understand you found another way to get to IndianapolisWhen we delay a flight due to something out of our control, we're unable to assume liability for incidental expenditures like the ones you describedAccording to my research it is shown that your Frontier flight to Indianapolis for $was fully refunded back onto your MasterCard ending in ***We are unable to compensate you for your flight with [redacted] and your additional hotel night because this delay was uncontrollableI really understand that you are upset with us and realize this isn't the answer you were hoping for We hope you will still consider flying with us in the futureI'm confident your next experience will be better! Kindly, [redacted] Customer Relations Frontier Airlines

11/15/05:PM Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Voucher Re-Issue I apologize if there was any misunderstanding between you and our agentI do see in our records that you were offered a $in response to your concernAs a one-time customer service gesture I have issued you a $voucher to be used towards a future Frontier flight due to the miscommunicationThe voucher expires 2/15/but you do not need to travel by then, simply book by thenPlease use this voucher number (# [redacted] ) as your old voucher is now void Come Back Soon!I apologize again for your past experience, and I hope you will use the discount on your next flight with usI 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

12/31/2016 09:12 AM Dear [redacted] ,Your check is being processed for $144.08 Thank you for your patience. Best wishes, [redacted] Customer Relations Specialist Frontier Airlines 12/29/2016 10:09 AM Dear [redacted] , We have received your correspondence as submitted... to the RevDex.com and appreciate the opportunity to respond. Our Apologies Flight irregularities can be very challenging and I understand you're flying with us because you have to be somewhere on a certain day and time. Please accept my apology for the inconvenience you experienced with the unexpected disruption on flight [redacted] from [redacted] (***) to [redacted] (***). It's never our intent to disappoint our passengers. I'm sorry you experienced this. What We Can Do We value you as a customer. In an effort to make things right, I am able to approve your request for hotel reimbursement. If you could respond to this email and attach the receipt from your hotel stay, with the date and location of the hotel, I would be happy to reimburse you for that expense. Come Back Soon Thank you again for providing valuable feedback. I recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one! Regards, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because:I do not feel Frontier is assuming responsibility for denying me a seat on a previously confirmed flight, causing my boyfriend and I added stress and additional out-of-pocket expenses during our holiday travelI feel my voice is not being heard and that my complaint is not being given full consideration by FrontierI stand by my complaint and remain innocent of the accusations being made by Frontier in their attempt to point the finger in my direction in order to deflect from their mistakesI remain an unsatisfied customer and wish for further investigation of my case and am available anytime for further discussion Sincerely, [redacted] ***

Dear Ms. [redacted] We have received your correspondence as submitted to the RevDex.com and appreciate the opportunity to address your concerns. We are working with our Web Team to ensure that no false information has been shared on our website. We would like to review the call... you made to our Reservations Department. Please forward us the number the call was made from along with the date and time. We look forward to assisting you. Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

05/16/08:AM [redacted] , [redacted] was a duplicate booking you made through a travel agentThe $has been refunded to the credit card ending in ***Please allow one to two billing cycles for that to occur.Kindly,***Customer Relations SpecialistFrontier Airlines

Dear Mr***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Our records indicate your $refund was set up December 29, to credit card ending in *** Regards, [redacted] Customer Relations Frontier Airlines

08/12/04:PM Hello [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I would personally like to apologize for any stress and confusion you experienced while booking a ticket through a third party booking site I understand your frustration with the lack of clarity while using a third party booking siteAlthough they are required to list our policies, often times third party booking sites such as [redacted] , [redacted] or [redacted] do not have our policies listed as clearly as they are on our own websiteIn the future, please feel free to reference our main website at https://www.flyfrontier.com/ I regret to inform you that we can not honor your refund request at this time If you still wish to cancel your flight that is possible however there will be a $cancellation fee I apologize if this is not the resolution you were hoping for, but we must remain consistent in our policies Kindly, [redacted] Customer Care Specialist Frontier Airlines

03/15/09:AM Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for taking time to answer my questions earlier todayAs we discussed, while we're happy to provide a refund for any portion of an unused fare when passengers do not travel with us during extended flight disruptions, we are unable to refund any portion of a fare that was used for completed travelBecause you traveled with us both on March and 11, you do not qualify for a refund Please accept our apology for our controllable delay of flight when you traveled with us from Miami to Atlanta on March According to our records our flight was initially delayed due to a maintenance issueI apologize that we weren't able to resolve the issue in a timely mannerAfter we were unable to resolve our maintenance issue in a timely manner, our crew exceeded mandatory crew rest limits All flight crews are limited in flying time and are required by the FAA to have a certain amount of rest in between flights for safety reasonsIf a crew is delayed for any reason, the time they are waiting still counts as hours workedPlease know that our highest priority is the safety of our passengers and crew The 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 I'm happy to hear that you received an email from us with details related to flight interruption compensationThank you for verifying that you accepted the voucher and do not wish to decline it We've included details below for your convenience As a gesture of apology, we issued voucher number [redacted] in the amount of $100.00, which can be applied to your next online booking at www.flyfrontier.com This voucher must be redeemed by 6/9/2016, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows Although I am extremely disappointed that the flight irregularity impacted you negatively, we are unable to provide compensation for missed events or time lost While we recognize this does not change your experience, we hope that you will choose to fly with us again Sincerely, [redacted] Frontier Airlines Customer Relations

03/03/12:PM Please provide your brother's reservation code so I can increase his voucher by $as a customer service exceptionI have also received authorization to request a check for your gas expense in the amount of $ Your reimbursement check will be sent under separate cover; please allow 3-weeks for processing***

02/13/01:PM [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.According to our records your $voucher was redeemed on a new reservation, [redacted] and then cancelled.Your $voucher, [redacted] was reissuedThis voucher must be redeemed by February 10, 2018, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows.Kindly, [redacted] Customer Relations SpecialistFrontier Airlines

Complaint: [redacted] I am rejecting this response because: frontier refuses to rectify this customer service failure. Where is the accountability for this company? Sincerely, [redacted]

Dear Mr [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsOur records indicate your reservation was made on lineWhile booking reservations on our web site we have pop ups advising of carry on bag fees, checked bag fees as well as seat fees which are all optionalWhile on the seat page if you scroll to the bottom you can hit continue if you don't have a seat preferenceOur web site advises of our fees, the itinerary receipt we send out advises of our fees as well as the reminder that is sent out the day before your flight advises of the feesYou spoke to a supervisor and on January there was a $credit added to your reservationPlease accept our sincere apology in which we are unable to grant your requestWe regret that you feel that this was not enough, and are sorry for any frustration this may have causedRegards, [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Dear [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 difficulty when contacting our reservations department regarding using your creditIn reviewing your reservation the only documentation in your reservation that you spoke with reservations agents is July 17, July 22, and July 31, I'm not seeing any prior questions regarding the reservation which was valid prior to July 3,Your original email was sent on July 16, regarding the tickets being expiredTickets are valid one year from the date of issued and once expired cannot be reopened to be usedAs a customer service gesture I have issued each of you a voucher for the value of fare less the $change fee and $external servicing feeThis is $eachThese vouchers are valid until August 15, for you to apply to a new bookingYou do not have to travel by this date just apply to a new reservation 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] We look forward to welcoming you aboard a future Frontier Airlines flight Kindly, [redacted] Customer Service Frontier Airlines [redacted] Electronic Vouchers: A few more things to know about the voucher: It's not redeemable for cash It's valid until 8/15/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] (2000, 7, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you Frontier for your response and for honoring my ticket valueI appreciate it, and you've gained a customer for life

(The consumer indicated he/she DID NOT accept the response from the business.) What there showing is not what happenedI arrived well within there cut off time and was still unable to board along with several other people in line with myselfThere business practice is unfair to hard working peoplethey want to offer me a voucher for contingent if used by feb 13th I have no intentions on flying ant time soon so there offer is insulting to me

Initial Business Response / [redacted] (1000, 5, 2015/05/05) */ Dear Mr. ***, We have received your correspondence as submitted to the RevDex.com and appreciate the opportunity to address your concerns. We are sorry to hear about the security lines closing for a period of time, making you... late to the gate and our doors were closed. Once the doors are closed they are no reopened, passengers do not understand what goes on behind the scene once the doors are closed. There is a weight and balance of the aircraft that goes on, there is required paper work that must be completed and sent to FAA and so much more. Once the Captain has all the information he needs, he inputs it into the computer. If everything checks out ok, the plane must take-off. Although I am extremely disappointed that the closure of the security check point impacted you negatively, we are unable to assume liability for additional incidental or travel-related expenses such as your ticket on another carrier. We are disappointed that you are not satisfied with our resolution in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. However, in fairness to all customers, it is important for us to be consistent when it comes to the guidelines. Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Response Email 09/07/06:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.I apologize for any misunderstanding in Frontier's pricing policy regarding checked bags and appreciate the opportunity to explain Explanation of FeesFor more information regarding checked baggage, please visit: https://www.flyfrontier.com/travel-information/baggage/#info Total DisclosureWe work hard to ensure everyone knows what to expect before making their purchase with usWhen booking directly at Frontier Airlines we fully disclose our fees via multiple pop ups that inform guests of all anticipated costs before getting to the payment pageI'm sorry you did not have the opportunity to review expected fees before making your purchase with Travelong.Third Party BookingWe have fully disclosed our pricing structure to all third party agenciesWhile they are required to share this information during the booking process, sometimes it's not as clear as it is on our websiteVisit Frontier for the most up-to-date and accurate policies We Care About YouIt's important for us to keep good relationships with customers like youAlthough I cannot provide a refund for the checked bag, as a customer service gesture, I have issued you and your travel partner a $voucher, which can be applied to a future Frontier flightI hope to prove we can do better! Your voucher expires on December 4, 2017, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are below [redacted] Come Back SoonWe 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 SpecialistFrontier Airlines

Complaint: [redacted] I am rejecting this response because the bank does not arbitrarily hold funds The transaction was denied but the funds were still held at the request of Frontier Frontier should not be holding funds for a rejected transaction My bank has told you the same thing repeatedly - the funds were held at the request of Frontier - not once but twice That is fraud and unacceptable Sincerely, [redacted]