Frontier Airlines

Response Email 09/25/04:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur ApologiesI apologize for your disappointment with the seats on our aircraftIt is certainly not our intent to have our customers uncomfortableI regret that very muchSeat Re-fundability I understand that you are frustrated with the stretch seating and how they did not meet your expectationsUnfortunately, seat and bag fees are non-refundable once purchased Stretch Seating On our website we do specify to our passengers the difference between the stretch seatingand regular seatingAll of the seats are the same, except the stretch seating has more leg room and reclines more than the others We Want To Win You Back I did offer you and the other passenger on the reservation $vouchers each to compensate for the seating you did not enjoyYour vouchers expire on December 23, 2017, but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption details [redacted] [redacted] We Value Your BusinessThank you again for contacting us about your recent experienceI recognize this does not change the uncomfortable flight you've experienced, but I hope you will choose to fly with us againI'm confident your next experience with us will be a good one.Regards, [redacted]

05/04/02:PMDear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Voluntary Flight Change According to my research, these changes were made online voluntarilyYou are advised at the time a change is made that a cost of $will be assessed to each passenger on the reservation being changedYou are also advised that fare difference is automatically applied to any flight change and is adjusted to the current price at which we are charging for that flightRespectfully, I will not be able to honor a refund of the fare differenceHowever, as a one-time customer service gesture, I have waived the change fees that were appliedYou will see a refund of $back to card ending in ***Please allow up to business for the refund reflect on your card statement We're continually seeking and implementing ways to improve our service, and your feedback helps us continue this processWe value you as a customer and look forward to serving you aboard your flight on the 12th Kind regards, [redacted] Customer Relations Frontier Airlines

Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Our ApologiesI understand you're flying with us because you have somewhere to beI apologize for the frustration our change fee policy may have causedIt is never our intent to be insensitive to the issues faced by our passengersWe Hear YouPlease be assured that your experience has been forwarded to the Leadership Team responsibleIt is feedback such as yours that enables us to make changes, and better serve our passengers.We Care About YouIt's important for us to keep good relationships with customers like youI have reinstated the previous price of your flight, waived the change fees, and have processed a refund in the amount of $to the [redacted] ending in ***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! Regards, Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 7, 2015/08/11) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns I apologize for any difficulty you experienced with applying the vouchers you received for the delayed flight on April 13, In reviewing the reservation history I can see that all vouchers have since been redeemedThey have been redeemed in reservation [redacted] except for [redacted] which was redeemed in reservation [redacted] Vouchers must match the shown on the ticket for the delayed flight We have high expectations of our employees and are disappointed with the service you received when speaking with supervisor ***For training purposes; we have made your comments available to the reservations manager Your comments and those from other customers help us to identify areas needing to be addressed and we are grateful to you for your feedback Your continued support is very important to usTherefore, we hope this isolated incident does not prevent you from flying with us in the futureWe hope to have the privilege of serving your future travel needs Sincerely, [redacted] Customer Relations Specialist Frontier Airlines

02/07/09:AM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Your claim has been escalated to the corporate levelOur ultimate goal is to reunite you with your missing luggage However, in the unlikely event that we are not able to locate your missing luggage, we want to compensate you appropriately I have attached the claim forms needed to start the claim processPlease print, complete, and return these forms within daysShould you have further questions and/or concerns, please feel free to contact Central Baggage at [redacted] [redacted] ***

12/23/05:AM Dear ***, Reimbursement I have requested a $check reimbursement for [redacted] 's other airline ticketThere is a 4-week processing time and will be mailed to the address in your file Come Back SoonI apologize again and highly encourage you to give us the chance on your next flight.Regards, [redacted] Frontier Airlines

Complaint: [redacted] I am rejecting this response because:Start of dispute date: 1/12/15The fact of the matter is Frontier Airlines has put a hold on funds on my credit card without services being renderedStill today my account stillhas a pending transaction status of $from Frontier Web [redacted] claims it is the responsibility of Frontier Airlines to reverse the transactionIf you need an explanation of what a pending transaction means [redacted] ; please ask as I will copy and paste to you Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 6, 2015/10/14) */ Dear Ms [redacted] , I am in receipt of your letter that was attached to this emailWe are also in receipt of your correspondence to the Department of Transportation (DOT) and appreciate the opportunity to address your concerns We are disappointed to hear about the behavior you describe of our Customer Service agentsI sincerely apologize if our representatives were rude or unhelpful in any wayWe have high expectations of our employees and for training purposes; we have made your comments available to the customer service manager for internal review We are sorry for the uncomfortable situation that you experienced on your flight with the unpleasant odorI sincerely apologize our flight crew member sprayed a substance that only made the matter worse In researching, we found you purchased an Economy ticketAll passengers [redacted] allowed on free personal item that will fit under the seat in front of youIt can be no larger than 14" tall, 8" wide, and 18" long (including handles, wheels, and straps)This would be items such as backpacks, purses, briefcases and computer bags Carbags charges vary based on the type of fare you purchase and when you finalize your travel purchaseCarBags can be no larger than 24" tall, 10" wide, and 16" long (including handles, wheels, and straps) and no heavier than pounds Baggage information is provided at time of booking and at cheso that customers are aware of all information before and during travelAccording to our records you checked in at the kiosk on the day of departure and did not indicate you had a carbagBaggage fees are cheaper if paid prior to arriving at the gate I did retrieve and review the call between you and our representativesRegrettably, we will be able to honor your request for a refund of your baggage fees as the fees were charged appropriatelyWe understand that this may not be the answer you expected, and we are sorry to disappoint you We are disappointed to hear you and your family were unable to travel as planned on your return flight from Denver to PhoenixWhile we understand how frustrating it must have been for you, our policy indicates that all customers must be checked in with boarding pass [redacted] hand and have any baggage checked in minutes prior to scheduled departureThis policy allows carriers to ensure that there is enough time for our agents to complete the flight paperwork, and to ensure a safe and on-time departure We act in good faith by recommending that passenger's arrive at the airport hours prior to their flight's departure in order to help ensure the check in requirements are metOur email receipts, web site, and Contract of Carriage reflect those requirementsAll passengers [redacted] show up after the minute cut-off will be reaccommodated on the next available Frontier flight and a fee will applyOn occasion the next available flight may not be for several days due to availability While we understand you experienced an unforeseen traffic accident and you arrived at the ticket counter later than expected (six minutes after the cherequirement), we would not provide reimbursement for any travel related incidentals (rental car, gas, food etc)It is the passengers responsibility to arrive in enough time so that check in requirements are metOur representatives are expected to follow the required chepolicy so that all customers are treated equally The fare you purchased holds a $change fee per ticket when a flight is changed or missedHowever, as a one time gesture of goodwill we have authorized a refund of the unused portion of your tickets between Denver and PhoenixThe refund will be issued in the form of a check in the amount of $($X 5)Please allow 3-weeks for this check to arrive by U.SMail I regret that your travel plans didn't go as smoothly as they should have Sincerely, [redacted] Customer Relation Lead Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't feel that this company has done anything about my experienceThey didn't address any of the issues we hadWhat I took from the phone call was more disrespectThey didn't address how we were treated, the luggage that I had to throw away, the fees I had to pay when several of there own employes told them that they were free itemsThey did absolutely nothingI am not happy with the slap in the face refund of Final Business Response / [redacted] (4000, 10, 2015/11/02) */ Dear Ms [redacted] , We have received your rebuttal as submitted to the Department of Transportation (DOT) and appreciate the opportunity to further address your concerns As mentioned, we are sorry to hear you were unable to travel as plannedAs a goodwill gesture, Frontier refunded the unused ticket between Denver and PhoenixTypically, we do not provided refunds of nonrefundable ticket purchases when customers miss their flight Frontier acts in good faith by providing all travel related information regarding baggage at the time of booking and at check-comThe information includes baggage dimensions and weight along with the fees that will apply depending on when and where the fee is paidWe regret if this information was overlooked We are disappointed that you are unhappy with the final resolution Sincerely, [redacted] Customer Relations Lead Frontier Airlines

Complaint: [redacted] I am rejecting this response because: I was lied to by the staff on the planePlain and simple Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/10/21) */ Dear Ms. [redacted] , We have received your correspondence as submitted to the RevDex.com and appreciate the opportunity to address your concerns. Our records indicate our Early Returns supervisor left a message for you yesterday.... She has advised in her email she did upgrade you to Elite status. Thank you for your patience. We look forward to seeing you on a Frontier flight soon. Regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did contact me and changed my status to Elite, however they only upgraded the status for a 6 month time period as opposed to the typical 1 year stated in the program. I am happy that they followed through once the BBB was contacted, however I believe in the future it's best to be able to handle these kinds of customer services issues within their customer service department and not having to file a complaint to get the matter resolved. Final Business Response / [redacted] (4000, 10, 2015/11/13) */ Dear Ms. [redacted] , We have received your rebuttal as submitted to the RevDex.com. Thank you for your comments, we are working on handling these kinds of customer services issues with our customer service department so they do not have to file a complaint to get the matter resolved. Our Early Returns manager reviewed your account and advised you were upgraded to Elite on 10/20/2015 and she shows that you'll be Elite until 10/20/2016. She's not sure why you think we only gave you Elite for six months. I hope this helps answer your questions. Regards, [redacted] Customer Relations Specialist Frontier Airlines

Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondThank you for contacting Frontier about your cancelled flight on August 7, from [redacted] I'm really sorry to hear that you did not receive prior notification of your cancelled flight.Our ApologiesI apologize that the email you were provided with did not state all of the information you needed regarding your flightThat is certainly a reasonable expectation and it sounds like we could have been more proactive in keeping passengers fully updated on this cancellation I would also like to apologize that you were not able to get a hold of any Frontier representatives on the phoneI understand how frustrating it can to not be able to speak with a person during a situation such as yoursI am sorry that happened to you Our Website It sounds like you also had some trouble with flyfrontier.comWe try to keep the most up to date information online regarding our flightsI'm sorry that was not your experienceWe appreciate you bringing this web issue to our attention so that we can ensure this does not occur again in the future Safety Is Our PriorityAt Frontier, we are focused on providing a good experience to our customers and I know we failed to meet this commitment during your recent travelsCancellations can be frustrating, but safety is our top concern and periodically our flights have to be cancelled due to this reasonPlease accept my apology for the unexpected interruptionIt's never our intent to disappoint our passengers Your RefundMy research shows that a refund in the amount of $was issued to your card ending in [redacted] on August 7, Please allow a few days for this transaction to post to your account I apologize for the amount of time it took for your refund request to be processedI assure you this is not our norm, but we appreciate your feedback as we are constantly looking for ways to improveFor future reference, our refund request form can be found here on our website.We Care About YouPlease know that we do value you as a customerIn an effort to make things right, you were issued a Frontier voucher in the amount of $to use towards future Frontier travelHere is your voucher number [redacted] - XXXXXXXXXXXXX Your voucher expires on November 4, but you do not have to fly by then, travel just has to be reserved before the expiration datePlease see below for further redemption details.We Value Your BusinessThank you again for contacting us about your recent experienceI recognize this does not change the time lost and inconvenience you’ve experienced, but I hope you will use your discount on another flight with usI'm confident your next experience with us will be a good one.Regards,Customer Relations SpecialistFrontier 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

Hello [redacted] , Thank you for contacting Frontier Airlines about your reservation to fly from [redacted] to [redacted] on August 7thI'm sorry to hear that you were not able to take this flight, and I apologize for the way our agent handled your situation at the airport.Our ApologiesI'm sorry to hear how things turned out when you arrived at our gateFinal boarding takes place min before departure and the doors close min before departureOur records indicate that the doors closed for this flight at exactly 11:49, ten minutes prior to departureI appreciate the opportunity to address your concernsIt is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as plannedWhen a passenger is not able to take their flight, we are usually able to rebook the passenger on the next available Frontier flight for a $fee per passengerAs a customer service gesture for the way your situation was handled, our agents were able to rebook you on the next available Frontier flight without any chargesCustomer 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 thatI apologize for the way our agent handled your situation at the airportI am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeatedAgain, I apologize for the difficulty you experienced with this reservationI hope we will have the opportunity to provide better service in the futureKindly,Customer Relations SpecialistFrontier Airlines

[redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns I am sorry to hear that you are not satisfied with the resolution that was offeredIt is never our intention to be insensitive to our customer’s opinions regarding their experience with Frontier Airlines I apologize if there was any miscommunication or misinformation provided when you spoke to [redacted] If a passenger does not take their flight due to a flight disruption our agents can advise the passenger that their unused Frontier ticket can be refundedFrontier does not reimburse for other airline tickets and all our agents are aware of this policyThe airline has guidelines and policies in place to help ensure that all passengers are handled in a consistent manner for most situations that are encounteredI understand this may not be the answer you were hoping for and regret any disappointment We appreciate the feedback you have provided Kindly, [redacted] Customer Relations Specialist Frontier Airlines

06/01/12:PMHello ***, Thank you for providing feedback on your recent experience with Frontier Airlines through the Revdex.com We hear you! I can imagine how frustrating and humiliating it must have been for you to have been removed from the flight from Omaha to DenverWe strive to provide an excellent experience for all of our passengers and I'm really sorry that we fell short this time Safety is Our Priority As a standard of operation on most airlines passengers are asked to stay seated from the time the plane starts moving until the captain deems it safe for everyone to unbuckleWhile one of our top goals is to provide a safe and enjoyable experience for all, our flight attendants do have the right to feel safe while they are working and remove passengers at their discretion Our Regrets My research shows that we did refund your Visa in the amount of $In a situation, passengers that are removed from flights don't receive a refund, as ticket purchases are non-refundableThe remaining $is the cost of ticket cancellation and is non-refundableI really understand that you are upset with us and realize this isn't the answer you were hoping forIn fairness to all our passengers, I am unable to compensate you further Customer input allows us to continually improveThank you again for providing feedback on your recent experience with Frontier Regards, [redacted] Customer Relations Frontier Airlines

Complaint: [redacted] I am rejecting this response because:There is no response given from Frontier Airlines How am I supposed to respond to a message that does not contain information on how they are going to make this situation fair We are out $666.00, plus $in parking fees My wife's heart is still broken from the way we were treated at the ticket counter C'mon, this is not a hard one to figure out.Aggravating to say the least Sincerely, [redacted]

10/18/01:PM Dear [redacted] ,We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.We are disappointed that you are not satisfied with our position in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to remain consistentWe will be unable offer the cash refund you are requesting; however we are happy to include the $voucher for future travel on Frontier Airlines.Attached are the instructions and information needed for the redemption of the $electronic travel certificate providedThe certificate is name specific, non transferable, non refundable and cannot be combined with additional certificates for a reservationThis certificate does not have any residual value if full value is not usedPlease redeem your electronic travel certificate by going to www.FLYFRONTIER.com or by contacting Frontier Reservations @ ###-###-#### to make your reservation and to apply the electronic certificateThe certificate expires at 12:am (CST) of the expiration date; the reservation must be made by 11:pm (CST) the day before the expiration date[redacted] Frontier Airlines apologizes for your damaged baggage and the inconvenience this may have caused youWe hope to serve you on a future Frontier Airlines flight, under more pleasant circumstancesSincerely,***Customer Relations Central Baggage ServicesFrontier AirlinesPhone: ###-###-#### [redacted] www.FLYFRONTIER.COM

Complaint: [redacted] I am rejecting this response because:None of my concerns have been addressed, they are pretending they can't figure out the issues Frontier CSR is garbage Unacceptable how much I've used their service Sincerely, [redacted]

04/14/08:AM ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe recommend passengers arrive hours before scheduled departure, as 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-refundable.While the customer service agent was unable to accommodate your request for late check-in, this information should always be conveyed in a courteous and professional manner Be assured we have forwarded your input for Management review Respectfully, tickets that are flown are not refunded.Your comments and those from other customers help us to identify areas needing to be addressed and we appreciate your feedbackKindly,***Customer Relations SpecialistFrontier Airlines

Response Email 11/15/05:PM Hello ***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.RESEARCHWe have received your rebuttal as submitted to the Revdex.comPlease be assured that your message is important to us and we will get back to you as soon as our research is completeThank you for your patience.We are disappointed that you are not satisfied with our position in this matterIt is never our intention to be insensitive to our customers when unfortunate circumstances occurHowever, in fairness to all customers, it is important for us to remain consistent Regards,Customer Relations SpecialistFrontier Airlines

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Dear Ms [redacted] , We have received your correspondence as submitted to the [redacted] and appreciate the opportunity to address your concerns Please accept my apology for any confusion regarding the carfee with your [redacted] fareWhen booking with us you are prompted during the booking process to purchase baggageThis is the next page after you select seatsYou can decline and still purchase by accessing your reservation or with online check inThe dimensions are provided with this page as well as the cost of the fee if paid now of if you waitThis is also provided with online check in It is important we are consistent with our policies and your comments regarding not being charged on the outbound flight will be forwarded to our [redacted] station management for training purposesThere is a fee to cara bag larger than X X This is the dimension of the free personal itemRespectfully, we would not refund the carfee charged at the gate Most all our aircraft are equipped with [redacted] We do not offer WiFi or make any representation that it is available In reviewing your reservation it appears the return flight was delayed [redacted] minutes due to earlier [redacted] (air traffic control) Your business is very important to usWe hope to have the opportunity to serve you onboard a future flight Sincerely, [redacted] Specialist [redacted] Airlines