Frontier Airlines

Response Email 05/03/06:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for contacting us about your flight delay experience on April 14, when traveling from Colorado Springs to OrlandoI'm very sorry to hear that your flight was delayed without any explanation and that the flight attendants were extremely rudeI would also like to apologize for the delayed response on our behalf Flight Information My research indicates that your flight was delayed due to a maintenance swapI apologize that this was not explained to youDelays like these are oftentimes unforeseen, but I still apologize that you experienced thisThis is not the service that we strive to provide Our ApologiesI'm sorry to hear that your customer service experience wasn't as expectedYour description of the flight attendants acting as if the lives of the passengers are a joke is concerning and I can only assure you this is not the type of service we strive to provideI'm sorry that happened to youCustomer Service is KeyFrontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatNevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated Refund Request While reviewing your reservation, I noticed that travel was completed after the delayI am sorry about the disruption to your travel plansIt's never our intention to inconvenience our passengersI apologize to inform you that we are unable to honor your refund request because travel was completed on the Frontier Airlines ticketHowever, I do see that you and [redacted] were each issued a $voucher to use towards future Frontier travelRespectfully, that is the most we are able to do in this situation Come Back Soon I apologize again for your past experience, and I hope it doesn't deter you from choosing to fly Frontier againI'm sure your next experience with us will be a good one! Kindly, Customer Relations Specialist Frontier Airlines

03/03/02:PM ***, An exception has been made and the $will be issued back to youI have processed a refund today which will go back to the credit card ending ***This could take up to days to see as a creditI sincerely apologize for all the misinformationWe hope to have the opportunity to serve your future travel needsSincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/08/12) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsOur records show that on July 9th Customer Relations Specialist [redacted] responded to your email complaintHis response is as follows After a review of your flight, our record indicates the delay was associated with a lighting strikeThis interruption was unavoidable and a necessary inconvenience to ensure the safety of our passengers [redacted] crew We sincerely regret the misinformation you received about your flightNo one was given any compensationCompensation is not provided in situations that are coded as "out of the control of Frontier Airlines." A lighting strike is always coded as such We appreciate your patience and hope to have the opportunity to welcome you aboard future Frontier Airlines flights, under more pleasant circumstances Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

05/26/02:PMDear [redacted] , As the supervisor of Frontier Airlines Baggage Service Office, I have read your recent correspondence with great interest Please allow me first and foremost to apologize for the frustration you faced after your recent trip to [redacted] Frontier prides itself on offering exemplary service is committed to ensuring items checked for all flights arrive on time and intact It appears we fell short on our commit during your last trip with us and I would very much like to speak with you directly to see how best we can resolve this matter to your satisfactionFrom the time you landed in [redacted] it appears our communication and steps to resolve the situation were not handled to the standards we try to keep and again, I apologize for the inconvenience I've left you several voicemails this week and, at your convenience, I'd very much like to speak with you directly If there is a time or date that works best for you, I'd be happy to call you directly Or you can contact me at [redacted] or my email address: [redacted] I look forward to speaking with youSincerely, [redacted]

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, not everything was reimbursed Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/12/03) */ Dear Ms [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns It is never on intention to inconvenience our passengersWe, and most other airlines, base our overselling on the historical number of seats that have been purchased, but have not been used, for any particular flightIn most cases, overselling a flight does not affect our passengers and ensures that as many seats as possible are filled This reservation was made by [redacted] on our web siteWhile booking a reservation there are pop ups that advise of seat fees and if seats are not purchased you may not be sitting next to your party, so [redacted] had to click past that information so she was advised of the fees Our records indicate [redacted] paid $per ticket for flights from Denver to Miami for herself, [redacted] and [redacted] Our contract of carriage states if a flight is overbooked we must provide compensation for the passenger four times the amount that was paidOn October she was given a check for three passengers in the amount of $for each passenger [redacted] X 4=$596.00) and ($X = $1788.00) No additional compensation will be providedHere is a link from our contact of carriage: https://www.flyfrontier.com/legal/contract-of-carriage/ page #Denied boarding compensation We are disappointed that you are not 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 guidelines of compensation Regards, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because:The airlines failed to address the concerns that flight attendants behavior was harassing and rudeNothing has come about this concern of the horrible customer service I witnessedOne of the attendants assulted me by putting her hand on me! She need to be reprimanded Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/09/15) */ Dear Mr. ***, We are in receipt of your correspondence with the BBB and we welcome the opportunity to address your concerns. We are committed to providing our passengers with a pleasant and enjoyable flight experience and regret that... your travel plans were disrupted in Minneapolis on September 12th. We recommend passengers arrive 2 hours before scheduled departure, as Frontier has a 45 minute check-in cut off. Once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggage. If a flight is missed, passengers are offered the next available Frontier flight with open seats. A fee is then collected based on ticket type, which is non-refundable. After reviewing the check-in history for this flight we can see that multiple passengers were check-in after this cut-off. We can also see that the transaction times were normal so if there was any computer issue it was quite brief. We regret that you were not able to arrive early enough to ensure completion of the check-in process in time to fly with us. 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. Thank you for taking the time to write. Kind regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company's response doesn't make sense. On one hand they say that agents are unable to check individuals in after a certain time period. On the other hand the company says that multiple passengers [redacted] checked in after the cut-off period. If multiple other customers were allowed to check in after the cut-off, why was I not allowed to? What is the reason for the discrimination? I arrived and tried to check in well ahead of the 45 minute cut-off time - asked by the agent to wait. Sometime after the 45 minute cut-off time expired, the agent showed me the policy for check-ins after 45 minutes before the flight. I continued to try to check in after the 45 minute cut off time by calling the customer service 1-800 number, at the direction of the agent. I would be very curious to know if there were other passengers that were given the shaft during the same flight by this airline, owned by [redacted] have come forward with the same concerns. As I stood by the gate, there seemed to be other individuals trying to find a solution to a similar problem with this soulless corporation with what appears to be a potentially archaic passenger management software. It does appear to me that this company has either inferior passenger software and is trying to cover it up or it has an explicit business model to screw paying customers. There are no other logical explanation that a customer that has paid, with no checked bags, would not be issued a ticket an hour before a flight departs and told "tough luck". My desired resolution of the matter is unchanged. I request a full refund of the airline ticket and reparation for the $45 I paid for a football game I could not attend that afternoon. Final Business Response / [redacted] (4000, 10, 2015/10/11) */ Dear Mr. Geyen, We have received your rebuttal as submitted to the RevDex.com and appreciate the opportunity to further address your concerns. In March we successfully transitioned to a much newer reservations system. This has allowed us to improve our website, and we hope to release an app in the near future with far more capabilities than was previously available. From firsthand experience I can assure you that the software we are using now is anything but archaic. The 45 minute cut-off is firm, however, there are occasions where if a passenger arrived prior to the 45 minute mark, but the agents were unable to assist them in time, the agent may make an exception and get them checked in. This is not a rule, but it looks like it did happen when you claim you were at the ticket counter. This indicates that you would have had every opportunity to check-in, had you arrived early enough. We are not able to honor your request for a refund, or reimburse a ticket for a game you missed as a result of missing your flight. Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

Complaint: [redacted] I am rejecting this response because: we do not ever wish to fly with your airline ever again, so your vouchers are useless to us Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 11, 2015/09/25) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns I am sorry to hear that your family member [redacted] had a strokeI understand you booked a reservation for her and [redacted] from Orlando to Philadelphia on September Our records indicate you have provided Frontier Airlines documentation from his doctor stating [redacted] had to change her flight due to additional testThese tickets that were purchased were Economy ticket and any changes made would have resulted in a $change fee plus any current fare difference [redacted] and [redacted] tickets credit may be applied towards travel to any destination that Frontier servesTheir reservation is documented to waive the $change fee due to the documentation provided by his doctor Refunds are not provided for this type of medical because she still travel on another airlineHere is a link from our web site: http://content.flyfrontier.com/travel-information/travel-policies 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 Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/11/12) */ This complaint has not been addressedI have not even received an refund or any documentation from the company to provide any recourse, Final Business Response / [redacted] (4000, 20, 2015/11/23) */ Dear Ms***, We have received your rebuttal as submitted to the Revdex.com I sent the following email September at 3:pm and you even responded to my email the following dayI advised this was a non refundable ticket but as a customer service gesture we were waiving the $change fee per passenger Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns I am sorry to hear that your family member [redacted] had a strokeI understand you booked a reservation for her and [redacted] from Orlando to Philadelphia on September Our records indicate you have provided Frontier Airlines documentation from his doctor stating [redacted] had to change her flight due to additional testThese tickets that were purchased were Economy ticket and any changes made would have resulted in a $change fee plus any current fare difference [redacted] and [redacted] tickets credit may be applied towards travel to any destination that Frontier servesTheir reservation is documented to waive the $change fee due to the documentation provided by his doctor Refunds are not provided for this type of medical because she still travel on another airlineHere is a link from our web site: http://content.flyfrontier.com/travel-information/travel-policies 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 This complaint was addressed and in this email I never advised you would receive a refund, the recourse was we would waive the $change fee per passenger Regards, [redacted]

01/17/11:AM Hello [redacted] ,Thank you for contacting Frontier Customer RelationsAt Frontier, we are focused on providing a good experience to our customers and we know we failed to meet this commitment to you on flight [redacted] from [redacted] .Your ReimbursementWe want to assist with the additional cost incurred due to the flight disruption you experiencedAs per the letter you received, you will be reimbursed up to $per person for your alternate airline arrangements, minus any refunds given.Your reimbursement request has been approved in the amount of $Your reimbursement check will be sent to the address provided: [redacted] ***Please allow 4-weeks for processing and delivery.Your VouchersPlease know that we do value you as a customerIn an effort to make things right, each member of your party was issued vouchers in the amount of $each to use towards future Frontier travelYour vouchers expire on April 18, 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] [redacted] Come Back SoonThank you again for contacting us about your recent experienceI recognize my response to you does not change the time lost and inconvenience 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] Frontier Airlines

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Every time, I called I got a different answer to why this sale didn't happen I did not put this on hold as I gave my credit card numberI did get a response that read :cpnfirmed: They told me, I cancelled itI did not! They told me as, I was making the reservation the price was going up

[redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondWe've authorized a full refund of your unused fare to your original form of paymentPlease allow up to days for processing and keep in mind, once the refund has been processed by Frontier, there may still be a few days until the refund will post to your account, depending on your bank's practicesI'm sorry that you weren't able to reach an agent to request a refundWhile our reservation center was fully staffed, we weren't able to assist as many of our passengers as we wanted to in a timely mannerIn addition to assistance provided by phone, our agents assisted passengers with refund requests that were submitted on our websiteOur weather advisory included a link to our online refund request formI apologize for the inconvenience our flight cancellation caused you and [redacted] when you were scheduled to travel with us from Denver on March and regret that our agents weren't able to provide for acceptable alternate flight optionsBecause so many of our flights are full during this high volume travel season and because so many of our passengers needed to arrange for alternate flights, alternate flights were not immediately available on many of our routes.As you know, on March 23, the Denver International Airport was required to close for an extended period of time due to a severe stormThis closure impacted our entire flight network with delays and cancellations throughout the countryAll 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 workedWith weather delays this can affect many crew members from one day to the next requiring them to rest between flightsPlease know that our highest priority is the safety of our passengers and crewAlthough I am extremely disappointed that the flight irregularity caused you to miss a planned event at your destination, we are unable to assume liability for missed events.While we're unable to reimburse you for unused event tickets, we've issued vouchers for a discount on future travel with us as a gesture of goodwillYour voucher numbers are [redacted] ( [redacted] ) and [redacted] (***)They are in the amount of $per passenger and can be applied to your next online booking at www.flyfrontier.comThese vouchers must be redeemed by 7/22/2016, but you do not have to travel within this timeframeFuture travel may be booked out as far as Frontier's schedule allows.While we recognize this does not change your experience, we hope that you will choose to fly with us again.Sincerely, [redacted] Frontier AirlinesCustomer Relations [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 issueNote: 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

I am rejecting this response because: I still have not gotten reimbursed I also am traveling this weekend and have no suitcase In addition I hear that a flight voucher was offered to others in this situation, but it was never offered to me Sincerely, [redacted]

08/19/10:AM Dear Ms [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Thank you for taking the time to talk with me today, August 19, I apologize for the delay of your bag from Chicago, IL to Denver, CO due to the misrouting and/or mistagging of your bag and it being sent to Nashville, TN instead of Denver, CO I understand that your bag was sent from Nashville to Denver and that you ultimately had to drive to the Denver airport to pick up your bag after it had sat in Denver for two daysI am sorry that we failed to deliver the bag to you As we discussed you have interim expenses and that your bag was damagedPlease forward the interim receipts and the pictures of the damaged bag to me for reimbursement and reviewPlease email them to: [redacted] I will process the interim and damage from the Central Baggage office We have previously refunded the $bag fee to the original form of payment, which you indicated you have received Along with our sincere apologies, we have issued an electronic voucher in the amount of $100.00, which provides a discount on your next Frontier Airlines flightTo redeem your electronic voucher, visit www.FlyFrontier.com and book your flightOn the “Purchase” page, select “Voucher”, then enter the following voucher number: [redacted] This voucher must be redeemed by 20August2017but travel may be booked out as far as Frontier's schedule allows Frontier Airlines appreciates your business and apologizes for the inconvenience of your baggage delayWe hope to serve you again on a future Frontier Airlines flight, under more pleasant circumstances Sincerely, [redacted] Central Baggage Supervisor Frontier Airlines

(The consumer indicated he/she DID NOT accept the response from the business.) I was at the ticket counter minutes before departure, already checked in with a boarding pass readyThere was no offer to help with a new flight, rather, they said I would have to pay full price for a new ticketThe sole reason I did not make this flight was due to Frontier's system going down, which they posted on Facebook and Twitter after the factI think any business that has a failed system cause inconvenience, should offer SOME sort of compensation ***

Initial Business Response / [redacted] (1000, 6, 2015/10/11) */ 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 you purchased an economy ticket which is non refundableAs you mentioned in your email your email: " When purchasing the tickets I absolutely noted the $cancellation charge, it was clearly stated and I can concede it is a reasonable charge." Below is the full paragraph you quoted the sentence: "You may call Frontier Reservations on XXX-XXX-XXXX to have the full value returned to your purchasing card." I'm sorry your confused of the verbiageWe have two types of tickets, while referring to Classic Plus tickets and with THE WORKS, it end with " You may call Frontier Reservations on XXX-XXX-XXXX to have the full value returned to your purchasing card" THEN it states: Economy tickets will retain its value for days, and the value of your ticket may be applied toward the purchase of a future ticket subject to a change fee of $"future ticket" CANCEL A TICKET VOLUNTARY TICKET CANCELLATION Except for tickets purchased for travel within days (hours), all tickets may be cancelled for a full refund up to hours after the time of purchaseYou can request a refund at the My Trip section on FlyFrontier.com or through Frontier Reservations at XXX-XXX-XXXX.If it has been more than hours since you purchased your ticket, you may cancel your ticket at the My Flights section on FlyFrontier.com or through Frontier Reservations at XXX-XXX-XXXX If you purchased the ability to refund/change/cancel your ticket, which Frontier may have offered you and you may have purchased including all tickets sold as Classic Plus tickets and with THE WORKS, you may visit Flyfrontier.com and either apply the value of your purchase to a new ticket without any penalty, subject to any difference in fare and/or options prices, or retain the value of your purchase for use within one year of the transaction dateYou may call Frontier Reservations on XXX-XXX-XXXX to have the full value returned to your purchasing cardEconomy tickets will retain its value for days, and the value of your ticket may be applied toward the purchase of a future ticket subject to a change fee of $ Please 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 caused We value your continued support and hope to have the privilege of serving your future travel needs, under more pleasant circumstances Kind regards, [redacted] Customer Relations Specialist Frontier Airlines

02/06/10:AM Hello ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond I apologize for your frustration with the unexpected onboard chargeBe assured we were doing our necessary research in order to resolve your concerns Although we believe you may not have been charged for your original purchases (a year ago), we already submitted a refund request for all new charges, this morningI'm sorry you felt we were not assisting you, I will let you know as soon as the refund is approved by the vendor [redacted] Frontier Airlines

Response Email 03/01/09:PM , Hello [redacted] , Thank you for contacting us regarding the expiration of your Early Returns Rewards pointsI apologize for any frustration and appreciate the opportunity to assist Miles Your Early Returns account was listed as inactive with a balance of miles since your last positive mileage activity was before December of Unfortunately, your mileage would not qualify for reinstatementMileage accrued in the program will expire if members have not earned any mileage credit from a Frontier Airlines flight, a qualifying program partner, or Frontier Airlines MasterCard during any six month periodI'm sorry that you were not able to review the mileage expiration prior to the expiration date Notification We contact our customers regarding expiration by emailIf your email address was not updated or you are not opted in to receive these types of updates, notification of expiration may not have been received We Value Your Business You're feedback is always valued as we are always looking for ways to improve as an airlineI truly hope that the inconvenience you encountered doesn't deter you from booking with Frontier in the future Regards,Customer Relations SpecialistFrontier Airlines

Complaint: [redacted] I am rejecting this response because:As previously stated nothing has been done to resolve the loss of luggage. I expect prompt reimbursement for the stroller and accessories attached to it anything less is unacceptable. No resolution has been received and the only correspondence from frontier has been excuses. Sincerely, [redacted]