Frontier Airlines

Dear Ms [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 the cancellation of your November flight from Seattle to Denver Our records indicate flight [redacted] was cancelled due to weather in DenverFlight interruptions caused by the weather also create delays with Air Traffic Control (ATC) who regulates clearance for air travelWe do not compensate passengers during weather-related delays, as weather is something that we are unable to control As you know, severe weather can cause a great deal of challenges for our passengers and employees alikeWhile we strive to operate all flights as scheduled, we must review the entire system and operation before making any decisionsPlease know, the safety of our passengers and crew is our top priority We value your continued support and hope to have the privilege of serving your future travel needs under more pleasant circumstances Regards, [redacted] Customer Relations Specialist Frontier Airlines

Hello [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns Thank you for getting back to me regarding you refundI am happy to address this Refund/Credit I want to let you know that I cannot issue a refund for your flight since it was outside the hour policyI do understand the frustration with this so I have gone ahead and issued you a credit in the amount of $ 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: XXXXXand this email address: XXXXIf applicable, a credit card will be required for any residual valueYour credit is only good until March 2nd, Best, Customer Relations Specialist Frontier Airlines

Hello [redacted] ,Thank you for your response [redacted] is out of the office, but I appreciate the opportunity to assist as I can in the mean time.I'm glad to hear another agent was able to resolve your concerns satisfactorily, but I encourage you to let us know if there is anything else we can help with.Kind Regards,Supervisor, Customer RelationsFrontier Airlines

10/24/10:AM Dear [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Check-InWe require passengers to be at our ticket counter at least minutes prior to departureIt really is a good idea to get to the airport at least hours in advance of your flightFor those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable $change fee Refund Request According to our records, [redacted] never made it to the check in counter or a kiosk at the airportThere are no records that he spoke with a representative or made it to the check in counterAs per our policy, we are unable to provide a refund for this reservation, because he was marked as a "no-show"Failure to show for any ticketed flight will result in forfeit of the remaining value of the ticket unless you cancel the ticket prior to the scheduled flight departure Although we realize this is not the answer you were hoping for, in fairness to all customers, it is important for us to remain consistentThank you contacting us in regard to your situation Regards, [redacted] Customer Relations Specialist Frontier Airlines

03/17/12:PM, Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond Our Regrets I am sorry that you found your flight was booked incorrectlyI can find no evidence of a problem with our booking system or website from that date, however I am sorry this happened to youI am glad you were able to get a full refundI am regretfully cannot issue reimbursement for your [redacted] fare for this incident Customer 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 repeatedI have forwarded your comments about [redacted] on to management Come Back SoonI apologize again and 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, [redacted] *Frontier Airlines

Hi- I have previously opened a complain and still no resolutionI had someone from Frontier reach out to me on Jan 2nd and nothing has been down sinceWe are now Feb 23rdI flew to [redacted] , I flight was a mess, our luggage were lostGot our luggage back and my clothing were soaked and moldyI didn't have my work items for daysMy work items needed cost $I called and called, only to be transferred hung up on, disconnected, put on hold for as long as 2hours straightMy dispute number is [redacted] I sent my phone records to [redacted] ***, [redacted] She has done nothing to helpagain this issue is since Jan2ndShe isn't responding to my emails anymoreThis is a terrible way to treat a customerFRONTIER IS TERRIBLE!!!!! Prior to our flight, our flight was changed, and we did not receive any warning, we arrived at the [redacted] airport to chaos, but only from this airline companyThey than made us check in all of our supplies, including medical supplies, only to have our bags lost, and us left without those supplies for days!!! WE ARE NOW NEARING MONTHS AND THEY HAVE NOT DONE A SINGLE THING TO MAKE THIS RIGHT!!! INCLUDING THE $I am asking forI Want $which is nothing compared to what I lost not being able to go to work, or the items lost when I received my items back!!!!!!!! respond to your customers, when at fault own up to it! THAT IS WHAT A REAL COMPANY DOES!!!

The company is... not working toward solving the issue. Basically, Frontier Airlines is continuously giving my husband and I the run around instead of working to resolve the issue. When we flew with them back in August we checked in a total of 9 bags and when we landed at our destination only 4 bags were there. We proceed to the customer service desk and the representative made a claim for our missing bags. After leaving Denver International Airport and driving 1.5 hours back to our home we received a call from a frontier rep at Denver Airport and she told us our bags had been located at that they were left behind in Cincinnati at the airport (our departure city). We were then told that the bags would fly out and be delivered to our home in the morning. That did happen as promised. Once we got our bags we began to unpack and put things away and we noticed some items were missing. We got the run around from several Frontier Reps for about a little over 2-3weeks before they actually took the time and filed the missing items claim. After the claim was finally filed, and all the proof of purchase receipts and other documentations that were asked for were given, it has still been hard to get this process finished. Even after providing all the "proof" frontier reps have asked for, they offer my husband and I exremly less than what are items were worth, not even half. I am just ready to get this situation resolved and to be compinsated for my belongings that were taken/missing. Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concernsOur records show that Customer Relations Specialist [redacted] has been working to resolve your issuePlease review his most recent response dated April 30th After review, I have approved your request for a refund of your bag fees in the amount of $Please allow 7-business days for processing, and 1-billing cycles for the money to return back to the original form of payment Also I submitted you request for reimbursement for your purchases in the amount of $287.97, it will take 4-weeks to process and send your check to your mailing address You are a valued customer of Frontier Airlines and we appreciate your continued supportWe hope to welcome you onboard a future Frontier Airlines flight Kind regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have yet to receive what was promised Final Business Response / [redacted] (4000, 9, 2015/05/29) */ Dear Ms***, We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns After further review of your record it appears that [redacted] was mistaken in some of the information he providedThe only baggage fee collected in your reservation was for $A refund for that fee was completed on May 13thThe amount for your interim settlement was actually higher than the total of your qualified expenses, however, we are honoring the sum that said we would provideI have resubmitted a check request on your behalf in the amount of $Please allow 3-weeks for processingWe apologize for the delay Your check will be sent to the following address: [redacted] NJ XXXXX If this address is incorrect or needs to be updated, please let us know as soon as possible Kind regards, [redacted] Customer Relations Specialist Frontier Airlines Final Consumer Response / [redacted] (2000, 11, 2015/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) They resolved of the issues to my satisfactionThe 3rd was reimbursement for my luggage fees which they stated I only paid $This is because to check the bag one way is $and I checked it round tripAt this point I'm to tired to continue with emailing them and sending them proofThey promise one thing but then never follow throughI have now learned that with low fares comes horrible serviceLesson well learned

Complaint: [redacted] I am rejecting this response because:Frontier Airlines did receive receipts for items and clothing that was purchased due to the missing suitcaseStating that receipts were not supplied is a misstatement of factsI have attached several of the files that I submitted regarding the proof of purchase Sincerely, [redacted]

Dear ***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOur ApologiesFirst, I just want to say on behalf of Frontier, we are so very sorryWe’ve had hundreds of disrupted flights over the past few days and we know this has been incredibly inconvenient and frustratingWe are focused on providing a good experience to our customers and we know we failed to meet this commitment to you.Safety is Our PriorityAs you can imagine, flight irregularities can be very challenging and I'm sorry you experienced a flight cancellationI also know that you expect to get where you're going safelyIt's never our intent to disappoint or inconvenience our passengers.Refund ProcessedMy records indicate that you received a refund of the fare of your cancelled flightThe amount $was processed to Please 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 practices.Voucher InformationWhen we cancel a flight due to something out of our control, we're unable to assume liability for incidental expenditures like the ones you describedHowever, as a gesture of apology for your experience I have issued you a $voucher to use as a discount toward a future flight with FrontierThe voucher will expire , though you are able to book as far as Frontier's schedule will allowYour voucher number is Come Back SoonWe know that as a company that has people like you counting on us, we failed youWe take this letdown very seriouslyWe know that we could have done betterAnd the whole company, virtually every department and employee, is working hard to get us back on track and make things right for our customersThank you for choosing Frontier and we hope to make it up to you on your next flight with usBest wishes, [redacted] 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

Initial Business Response / [redacted] (1000, 5, 2015/05/05) */ Dear Ms***, We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns Our records indicate part of your seat/bag fees were refunded on April in the amount of $back to credit card ending in [redacted] I have set up a refund for the balance of $to go back to your credit card ending in [redacted] a total of $ Thank you for taking the time to writeWe look forward to welcoming you onboard many future Frontier Airlines flights Regards, [redacted] Customer Relations Specialist Frontier Airlines Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) The refund has now been processed in fullThank you, Revdex.com!

12/24/2016 10:26 AM Hello [redacted] , We have received your correspondence as submitted to the RevDex.com and appreciate the opportunity to respond. Thank you for contacting Frontier Airlines Customer Relations about your flightdelays. You are correct. Your delay,... although the indirect result of the past storm, is our responsibility. We are fully staffed for normal operations. However the past storm has cause our crews to work until they "time-out." That is, they can only work so long before taking a mandated rest. Our RegretsFirst, I just want to say on behalf of Frontier, we are so very sorry. We’ve had hundreds of disrupted flights over the past few days and we know this is has been incredibly inconvenient and frustrating. We are focused on providing a good experience to our customers and we know we failed to meet this commitment to you.Weekend Weather EventLet me take a moment to explain as much as I can, why this happened. This last weekend we faced severe weather across the US, especially in Colorado. And although the weather problem was short, it forced several delays and ultimate cancellations. While we tried continued to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn't successful get them where we needed them. This had a ripple effect that we are still seeing today and caused more delays and cancellations. Your Compensation You were issued a $100 voucher for your initial delay. This voucher [redacted] , must be redeemed by 03/21/16, but you do not have to travel within this time frame. Redemption instructions are below the message. I am sorry, we do not refund fares for flights that have been taken. I do see you have been refunded for your seat fees for your one leg.We Value Your BusinessOnce again, I am sorry for the travel disruption you experienced. All of us at Frontier are working hard to improve our service and we hope you will give us another try. I am sure your next flight will be a great one.Kind Regards, [redacted] *Frontier Airlines

Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Thank you for letting me know about the schedule change you experienced for your flight from Denver to Providence on February 6, I'm really sorry to hear that both of your flights had schedule changes over hoursSchedulesI understand you're flying with us because you have somewhere to be at a certain timeThat's a reasonable expectation! I know changes to your plans can be frustrating and although schedule changes are an industry practice, here at Frontier Airlines we make every effort to minimize these changesSome updates are necessary for operational purposes, and can even reduce costsWe appreciate your cooperation as these changes will allow us to pass the savings on to our customers by continuing to offer the lowest fares in the industryOptionsAccording to my records you accepted the schedule change on January 27, at 12:AM MSTBecause of the length of the schedule change, we have a few options for you:We can help you re-schedule your flights and waive feesIf you would like to re-schedule, please call our reservations team at (801) 401-We can cancel you reservation and give you a full refund for your flightIf you would like this option please write back to us so we can begin the refund processReimbursementI'm sorry you incurred additional expenses due to the schedule changeI understand the inconvenience this has causedWe're unable to reimburse for expenditures such as hotel rooms and time missedWe Care About YouAs a gesture of apology for the schedule change you experienced, I have issued you a $voucher (xxxxxxxxxxxxxx) to use when booking a future Frontier flightYour voucher expires on May 6, 2018, but you do not have to travel within this time frameTravel just has to be reserved before the expiration dateFurther voucher redemption details are belowCome Back SoonI apologize again and 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

Complaint: [redacted] I am rejecting this response because: Although Frontier is offering $voucher to fly with them again, it isn’t even enough for a one way trip I am asking for more If they are unwilling to refund my money I feel that $is unacceptable Not one time did Frontier even say that there was a safety issue or something wrong with the plan when we were at the airport, in addition they never apologized or give any explanation When we were in [redacted] flying home there wasn’t even a Frontier representative at the gate The response back from Frontier was a cop out, it was not apologetic or sympathetic to anything I don’t believe that there was a safety issue Sincerely, [redacted]

09/29/02:PM [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondI found a previous record of this complaint, which was addressed back in MayI'm very sorry if you are still dissatisfied with our response in this matter Frontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than thatThank you for the follow up I can see that you are still very upset by the incident and I'm sorry for what happened to youYour account is that a drunk man touched you in an unwanted manner and that you were further insulted when the flight attendant was threatening and clearly more concerned with your use of profanity, than the drunk man himselfI understand As was stated in the correspondence sent you in May, we did log you account of the incident and informed the In-Flight Managers of your accusations An internal investigation was conducted and while all communications, both verbal and written, between Frontier Management and our employees are necessarily proprietary, we are grateful to you for sharing your experience with usBe assured any necessary action was handled by In-flight Management Although this cannot change the experience you had, as a gesture of apology, I have issued you a $voucher ( [redacted] )This voucher must be applied towards a future flight before the end of this year, but you may book travel out as far as Frontier's schedule allowsI hope to prove we can do better! Kindly, [redacted] Frontier Airlines

Response Email 02/21/04:PM Hello [redacted] , We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respondOn behalf of all of us here at Frontier, please accept my apologies for the disruption to your family's travel plans from Orlando to Washington, D.Con January 29thHotel Accommodations Based on the information provided, I have had the opportunity to verify your description of how hotel accommodations were handled on the day in question and it is our pleasure to issue you a reimbursement for your hotel expenseYou can expect a hard copy check for $at the following address: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxPlease allow 4-weeks for processing Amenities Reimbursement Request Although we are not obligated to purchase alternative transportation for customers during instances of irregular operations, we did so as a customer service gesture to those on Flight on January 29th All money provided to Frontier for Flight was put toward the purchase of those those alternative tickets; this money is considered ineligible for refund or reimbursementIf your party had been made to pay for amenities on the alternative airline, we would be willing to reimburse for those expenses, as they had already been purchased with FrontierTherefore, I am respectfully declining your request for a refund or reimbursement of the amenities purchased for Flight Customer Care It's never our intention to be insensitive when our travellers' plans get disruptedFor this reason, each passenger on Flight was issued a $electronic travel voucher as a gesture of apologyPlease know that the vouchers already issued to you and your family will remain active for the entire redemption period I assure you that this experience wasn't typical of the standards we strive to maintain for our customersI hope you'll take advantage of your electronic travel vouchers to provide us the opportunity to regain your confidence in our airlineWe look forward to providing you a fully satisfactory experience on your next Frontier flight! Sincerely, Customer Relations Frontier Airlines

Complaint: [redacted] I am rejecting this responseI will accept this response once I receive the refund check in the mail [redacted]

Complaint: I am rejecting this response because:While I accept the response that says the miles have been reinstated...the miles have yet to show up in my account balance at this time Before accepting the response I would like to see the miles in the accounts Sincerely, [redacted] ***

10/18/10:AM [redacted] , We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concernsAirport Staff We have to make sure that our other gates have agents as wellWe typically have 1-agents at each gateI am sorry that it took a while to talk to an agent, but cancellations are very complicated and occasionally take sometime when booking and receiving compensation details Reimbursement Request As stated on the paper you received at the airport, we only reimburse up to $for another airline flightYour check could arrive earlier than 4-weeks, but we want to leave enough time, so we don't promise a certain date and have it arrive later due to factors out of our control Previous Email Response I responded to your email that you sent on September 27thOn September 29th, I responded stating that cancellations are unpredictable and gave you information about your reimbursement check Final Resolution 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 Kindly, [redacted] Customer Relations Frontier Airlines

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]