ComplaintsforFrontier Airlines, Inc.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have not been able to use my Frontier credit card for weeks now for no reason, and it keeps getting declined. I only use it to book flights on Frontier airlines, but have not been able to do so and collect those points because the card gets declined. I have spent hours and hours on hold, on the phone with incompetent people who "transfer" me but I really just sit there for an hour and no one ever answers and so I hang up and call back to hopefully get someone who actually knows what they are talking about. I just want to spend money on your credit card why doesn't it ever work?? I have ruled out ALL of the obvious reason why it could be getting declined too, like making sure there are no limit settings, I am no where near my credit card usage limit, and all of my personal information has been entered correctly. This is about my last straw with Frontier Airlines. I want the mileage accumulated over the past few months of flying added to my account as well as the point I should I have received IF my card had been working when booking these flights over the last few months. Also, get customer service agents more training please.

  Business response

  11/17/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines regarding your difficulties with your Frontier Airlines Mastercard. I am very sorry that have not been able to use this card to make purchases.
  
  I can completely understand your frustration with this card not being able to complete purchases, however the Frontier Airlines MasterCard program is handled by Barclays. For your privacy and protection, the airline does not have access to any credit card account information other than the number of miles sent to us from Barclays.
  
  As we are unable to troubleshoot your card, in order to get the information you are requesting, we respectfully ask that you contact Barclays directly. To speak with one of their representatives, please call their customer service at **************.
  
  I'm very sorry for any unhelpful behavior that you experience while trying to have this matter resolved. I have forwarded a complaint to our reservation management to ensure that our agents are maintaining our customer service  standards.
   
  I know that this has been a major inconvenience for you, and I am very sorry that I could not provide more assistance in this matter.
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid full insurance to cancel my flight. They will not apply my credit to a flight. The same flight I want to take is the same price online I have credit for. They are trying to up sell me atleast another $160 on top of the 170 credit I have. I can not get a manager or anymore who speaks American on the phone.

  Business response

  11/17/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  We are so sorry to hear that you paid full insurance to cancel your flight and are unable to apply your credit to a flight. All change and refund requests must be made 24 hours prior to departure. I have included the direct link so that you may view the policy at your leisure, Bundle & Save | Frontier Airlines (flyfrontier.com).
  
  Your flight was cancelled via the website on 11/5/21 when you were scheduled to travel from *****, ** to *********, ** and a full travel credit in the amount of $XXX.** was approved on 11/5/21 that expires on 11/6/22.
  
  I can certainly understand your concern when you found the same flight that you want to take is the same price but an up sell was being offered. I have included the redemption instructions below. A fare difference may apply as we do not price match.
  
  Thank you for flying with Frontier Airlines.
  
  Best Regards,
  
  Customer Relations Specialist
  **********************
  
  *********************************************************
  To redeem your credit:
  -Go to www.FlyFrontier.com 
  -Create a new reservation
  -On the payment screen
      -Click on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE."
      -Enter confirmation code:XXXXXX
      -Enter email address: XXXXXXXXXX@XXXXXX
  If applicable, a credit card will be required for any residual value.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My boyfriend and I had planned a trip to *********, ****** from ********** on October 28, 2021. We arrived at the airport approximately 4 hours ahead of time to give ourselves time to check in, go through TSA, and be able to get to the gate. At no fault of ours we ended up missing the flight because the gates were changed without our knowledge. No one paged our names and we were sitting at the wrong gate for 2 hours with no heads up the the gates were changed. We then had to reschedule our flight for the next day and had to book a flight with a 7 1/2 layover in **********. SAME EXACT THING HAPPENED IN ****** and if it wasnt for our quick thinking, we wouldve missed yet another flight to *****. On the way back, the same exact thing happened to us where the gates were changed and no one was informed of it. When I finally asked someone what the problem was, she responded that she didnt know and to call customer service with my problems. I called customer service after returning home from the trip all to be told that I would be contacted in ***** hours. That obviously never happened. I called them 5 days later to be told that they were sorry but what did I want them to do. When I asked to speak to a supervisor, they told me that I would be holding for over and hour. Something needs to be done. I dont feel as though I should be fully compensated but I do feel as though I should receive some sort of compensation due to all of the hassle they put my boyfriend and I through. They singlehandedly ruined my boyfriends surprise birthday trip.

  Business response

  11/18/2021

  Dear,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out to Frontier Airlines about your recent trip on October 29, 2021 when you were traveling from *********, ** to *******, **. Travel can be stressful, and unexpected delays are never welcome. Were sorry to hear that you all weren't able to make your travel plans.
  
  In an effort to make things right, weve issued you a $XX voucher to use towards future travel. Your voucher expires on February 16, 2022. You do not have to fly before then, but you must book your travel before the voucher expires. Details and instructions about how to redeem the voucher are below.
  
  XXXXXX-XXXXXXXXXXXXXXXXXX

  XXXXXXXX-XXXXXXXXXXXXXXXXXX
  
  We know that this does make up for your experience or time lost, but we hope that you will use this discount and give us a chance to impress you on your next flight.
  
  Kind Regards,
  
  Customer Relations Specialist
  **********************
  
  ************************************************
   Follow these steps to redeem your voucher:
  
  1.    Visit www.flyfrontier.com and select your flight.
  2.    On the payment screen, select Have a Voucher from Frontier? Add Voucher Here.
  3.    Enter your voucher number in the field provided.
  4.    Select Apply Voucher.
  
  About your voucher:
  
      Its not redeemable for cash.
      Within 90 days of the date of issue, the voucher must be used to book travel
      There are no restrictions on travel date.
      Its a one-time-use voucher, which means it will have no remaining value after you redeem it even if the fare you book is less than the voucher amount.
      It may not cover the entire cost of the ticket you book. You must pay any remaining balance due.
      Its not transferable. It may be redeemed only 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 Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 16 2021 I booked 5 seats online at Frontier Airlines website from Monetgo Bay ******* to ***** ** to ****** ** $1437.39.On August 21, 2021 we had a death in the family and changed 2 of the tickets to return early, agreeing with the airline to receive airline credit for future use in the amount of $579.39.On August 23, my remaining 3 family members took the flight, which was severely delayed for many hours from *********** ******* to ***** **.When they finally arrived in ***** **, they were asked to retrieve their bags because they obviously missed the connection to ****** **, and the next flight was in 24 hours. They offered no compensation, no hotel, no satisfaction whatsoever. After lengthy arguing, the desk attendant agreed to provide a full refund and specified the amount of $858.00. That was acceptable, so we booked a new flight with another airline and moved on. The refund was issued in the amount of only $236.94 (a difference of $621.06)I notified my credit card company of the disparity, and challenged the charge. The airline then provided a note that stated that the passengers were "no-shows" for the connection, which was a complete lie, and provided their no show policy as supporting documentation. My challenge was refused, and I'm stuck with the charge of $621.06 for a flight that was missed due to the airlines own delay. If the passengers were indeed no shows as they indicated, which they were not, why would the airline issue any refund at all? I am seeking what the airline desk attendant in ***** ** promised, which was a refund of the additional $621.06.

  Business response

  11/17/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out to Frontier Airlines about your flight delay on 8/28/21 when you were traveling from *** to ***. Travel can be stressful, and unexpected delays are never welcome. Were sorry to hear that you were unable to take your flight as expected and were told you would get a complete refund. Per policy, we can not provide a refund for travel that has been completed. I apologize for the misinformation that was provided pertaining to the refund.
  
  I understand how frustrating it is being informed that you were a "no show", however, this is how our system tags all passengers that do not make it to a flight. We understand as to why you didn't make it to the flight in time.
   
  Upon research, I see that your card was refunded $XXX.**, this is the amount for the flight not taken from *** to ***. Due to the length of the delay, the only compensation that you are eligible for is the refund for the missed flight.
  
  Give us the chance to impress you on your next flight. We look forward to welcoming you on board again soon!
  
  Regards,
  
  Customer Relations Specialist
  **********************
  

  Customer response

  11/17/2021

   
  Complaint: 16114537
  
  I am rejecting this response because

  Take responsibility for the ******* to ***** delay and lost flight from ***** to Newark that you caused and for what was
  promised by your agent.

  Referring to a verbal agreement from your agent to a distressed passenger as "misinformation" is not good enough.

  And as far as your being sorry to hear about my inability to take my flight, that resulted from your delay of my first flight.
  
  That MIA **** agent's promise influenced our decision to book elsewhere and ultimately cost me more money for another carrier.
  This was a huge inconvenience and a terrible way to handle exhausted and delayed passengers.
  
  We pleaded with your **** agent to help us and give us a place to sleep since the delayed flight

  caused us to miss the next flight, and the next Frontier flight would be in 24 hours. They offered nothing, until finally
  

  a full refund. I expect you to fulfill that promise. 
  

  *******************

  Business response

  11/24/2021

  Hello,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
  I am sorry to hear that you are not satisfied with the resolution that was provided. It is never our intention to be insensitive to our customers when their travel plans are disrupted.
  
  Respectfully, your reservation does not qualify for a refund.
  
  We look forward to welcoming you on board again soon!
  
  Best Regards,
  
  Customer Relations Specialist
  **********************
  

  Customer response

  12/01/2021

   
  Complaint: 16114537
  
  I am rejecting this response because: its not a satisfactory in any way and offers nothing in response to the original issue. You offer an unwelcome invitation to reward your bad business practices with more paid business in the future?  This person just keeps repeatedly denying any responsibility for the airline causing the entire travel catastrophe.

  Their employee offered no assistance, except to clearly indicate a full refund in front of several witnesses which guided our next decisions. So why all the denial and dishonesty?
  

  
  Sincerely,
  
  *******************

• Initial Complaint

  11/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I experienced extremely poor customer service and were wrongly charged by Frontier Airlines in *******,** on 11/1/21. The customer service agent was extremely rude and demanded that we pay $65 each for our bags. We have both been traveling over many years with the same exact personal item bags that are measured at the Frontier requirements of 18x14x8 and that have repeatedly fit under the seat in front of us for many flights. In fact, we traveled from LAS to MEM 2 days prior (10/29/21) to this with the same bags that were approved by the agent in LAS as personal items. We have never experienced the language and manner in which the agent in ******* treated us and did not give us a chance to show him that our bags were within limits. We were totally taken advantage of by this agent as he told us we must pay or not get on the flight. We were wrongly charged for these bags and would appreciate a credit to our credit card of $130.

  Business response

  11/17/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines in regards to the bag fee that was applied to your November 01, 2021 flight from *******, ** to *********, ** . I am sorry if there is any confusion in regards to this fee. I do apologize for the rude agent that you had to deal with and can assure you that this is not the type of customer service we strive to provide here at Frontier.
  
  I can understand your frustration in this matter, however we are unable to honor your request for a refund.  Our airport staff are authorized to assess the appropriate bag fees where deemed necessary. With the bag being beyond the dimensions listed on the web site,, the fee that was applied was appropriate and cannot be adjusted.
  
  I completely understand that this not the resolution that you sought in this matter, but I hope you will not let this deter you from choosing Frontier Airlines in the future.
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I, along with my husband and aunt, were scheduled to fly out of ******* to ******* at 6am on Sunday via Frontier Airlines. I arrived to the airport at 4am only to see that there were delays at TSA that led to an hour and half long wait for security checks. We, along with several other expected passengers, got to the gate minutes after the plane was set to take off to find that it had already left. We attempted to rebook our flight only to find another extremely long line (full of other passengers in the same dilemma) which had only ONE employee working and a rude and dismissive manager named *** that was just observing and arguing with rightfully ***et customers in line. For reference, she told us "what is the rush? there are no flights for you guys anyway" and said "oh well" regarding a passenger who was having an anxiety attack due to her medications being sent on the flight she was unable to board. It is disappointing that the flight was not delayed due to the unforeseeable hold *** or other options were not given to get us home that day. I had to spend an additional $500 to get a rental car due to this. I reached out to Frontier about this issue and was told by their customer service representative, Jelyn, that I was marked as a no show (even though I checked in for the flight) and they have also made note that I denied the rebooking offer when we were told there were no flights for that day. They did not offer anything to resolve this issue and instead commented that they hope we give them another chance. Ridiculous!

  Business response

  11/17/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out to Frontier Airlines about your flight on 10/31/21 when you were traveling from *******, ** to Raleigh-Durham, **. Were sorry to hear that due to the long TSA lines you arrived at the gate minutes after the plane was set to take off to find that it had already left and there was another extremely long line when you attempted to rebook. As a result you spent an additional $500.00 on a car rental.
  
  I can certainly understand your disappointment that the flight was not delayed due to the unforeseeable hold *** and that the agent at the airport was not helpful.
  
  Your description of the unprofessional behavior of the airport agent is concerning, and I can only assure you this is not the type of service we strive to provide. I'm sorry that happened to you. 
  
  Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention, so we can share your feedback with our Leadership Team who will follow up with their team to ensure your experience is not repeated.
  
  Respectfully, your reservation is non-refundable. I have submitted a request to provide you with a travel credit minus the cancellation fees. I will provide you with a resolution by 11/13/21.
  
  Give us the chance to impress you on your next flight. We look forward to welcoming you on board again soon!
   
  Best Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased 3 tickets on October 24 2021 confirmation # VHNN4E. I received email November 3 2021 flight was cancelled and will be charge a cancellation fee of $294. I called immediately to speak to someone and was told I canceled flight which I did not. I was told they can reinstate flight for a 200 dollar fee because ticket was more money that day. I ask if the can check a few days before to see if ticket was same price as original ticket and was told no to pay ****************** canceled station. I expressed how unfair this was since i did not cancel and was told we get this story all the time. I ask for whole credit and i will search for ticket for same price. They refused and told me only option was to pay extra 200. And thats what it is. I could not believe this was happening. My daughter who in the military having a baby the week I booked need help with my one year old grandson while she was in hospital. I was willing to go a few days earlier when ticket was less cheaper then I originally paid.but customer service rep kept insisting it was my fault. I repeated to her I never canceled my ticket. Why would I cancel my ticket and then call to argue with you. I feel like I was just robbed. ******** services was laughing at me as im crying on the phone. One of the worse experiences I had with a customer service agent. All I want is to reinstate my flight even if its a few days before or after. When its cheaper but should not have to pay a cancellation or a reinstatement fee when i never cancelled to begin with

  Business response

  11/17/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines regarding the initial cancellation of your December 22. 2021 flight from ************ to ******. I am sorry for any inconvenience this matter has caused you.
  
  After researching this matter I see that the flight was indeed cancelled online. I see that the flight was rebooked using the  airline credit that was provided for the cancellation in the amount $XXX.**. I can understand if this was an accidental cancellation, however we are unable to provide additional waivers for the cancellation fees on this reservation as the flight was cancelled by a customer online.
  
  I am very sorry for any inconvenience that this matter has caused you and hope that this will not deter you from flying with Frontier Airlines in the future.
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I were supposed to travel from ******, **. To *********, **. on July 17th, 2021. My family included my three children. My parents, ******* and ******************* (USAF ***. and 100% totally and permanently disabled **** Veteran) After purchasing the tickets, I called to ensure that Frontier Airlines would provide my disabled father with assistance. We arrived at the airport well before the recommended time. When we got there & checked in at the counter, according to the representative, there was nothing listed. So we had to wait 20 minutes for someone to show up. When we got to the gate, we waited with the other passengers for our time to board the plane. There was then an announcement that the flight would be delayed. We continued waiting for about 45 minutes when another announcement was made; that the flight would be delayed longer. After about an hour and a half, it was time to board the plane; about half of us were able to board. I got my three children on the plane. Then we were all told we had to deplane.Meanwhile, my parents were still out waiting to get on. After more time went by, Frontier decided they needed to cancel the flight, and we had to go to another gate to rebook. By the time we got to the line, traveling with three children & a disabled person was filled with other travelers & was at a complete standstill. Frontier finally opened an additional counter after about 40 minutes to assist their customers. It was **** by the time we were helped, & we were given an option to rebook with Frontier, and each receive a $100 voucher to fly with them again. We did not get out of the airport until ****. The next day I received an email from Frontier with an incident number and directions on what we needed to do to receive the vouchers. I emailed in all documentation requested by a representative by the only the first name of ******************************* in August & have heard nothing. I have been more than patient with this issue, and I would like it resolved.

  Business response

  11/17/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines regarding your incident with flight cancellation and re-accommodation on July 17,2021 from ****** to *********.
  
  I do apologize on behalf of Frontier for the poor experience and service that you received when you arrived at the airport as I do not want you to believe that this is the type of service that we provide to our customers .
  
  Frontier wants you to have a great experience when you fly with us, so its disappointing when we receive reports of anything less than that. Im grateful you brought this to our attention, so we can share your feedback of your lack of wheelchair service experience  with our leadership group who will follow up with their team to ensure your experience is not repeated.
  
  As for the flight cancellation I see that it was a controllable event and you requested to be re-accommodated with a flight rebook and then was given the ** letter from an email . Usually an ** letter is able to be redeem if the passenger has taken another flight and want to be reimbursed or has not been able to fly at all and needs to take a car or make an emergency stop at a hotel for the night in these cases we will will reimburse for the expenses up to a certain point.
  
  However ,due to your being rebooked and taken to your location successfully  we are unable to issue a refund or reimburse as you had no need to take another airline , car travel or emergency hotel stay due to the flight cancellation. I do apologize for the experience that you and you family had to go through with Frontier Airlines as I do wish that you could have traveled with us under better circumstances . ***.** vouchers were sent for every passenger on July 17,2021 and **.** vouchers were issued on October 12,2021.
  
  If you have anymore questions or concerns that you may have please feel free  to contact Frontier Airlines and we shall assist you further.
  
  We thank you for your past loyalty and your father past service is very much appreciated , we hope that you have a wonderful day.
  
  Regards,
  
  Customer Relations Specialist
  **********************
  

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled the flight within 1 day of booking it and the agent assured me on a recorded call that my ****** would be fully refunded to my original form of payment which was my mastercard and they tried to not honor what the agent told me without even contacting me to notify they did not properly refund my card. **************** was rude and did not help at all. I was guaranteed I was within the proper time frame and I would in fact be properly refunded to my card! YOU CAN LISTEN TO THE RECORDING

  Business response

  11/17/2021

  Dear,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines regarding your concerns. After review, I see that the flight has already been boarded and we can't refund flights that have been flown. I apologize for any miscommunication when speaking with our phone agent. Unfortunately, we are not able to make an exception to our policy and provide a refund and the funds will remain in a credit good until October 19, 2022.
  
  Along with our sincere apologies, we have issued an electronic voucher in the amount of $XX, which can be applied towards your next Frontier Airlines flight.
  
  To redeem your voucher, please visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, go to "Add Additional Payment." Click on the box that says "Frontier Voucher [+]" then enter the voucher number: XXXXXXXXXXXXXXXX.
  
  This voucher must be redeemed before February 3, 2021, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
  
  
  I apologize again for your past experience, and I hope you will use the discount on your next Frontier flight.
  
  Regards,
  
  Customer Relations Specialist
  **********************

  Customer response

  11/17/2021

   
  Complaint: 16082088
  
  I am rejecting this response because: I was told was very clear this is not the first time Frontier has made a mistake nor is it the first time their agents have guaranteed something that the company has not stuck by. I will be looking into obtaining an attorney because I have several complaints from several other people as well I will be trying to pursue a class-action lawsuit from Frontier not doing things that they clearly said that they would do it's unacceptable I was guaranteed of refund and that's what I expect $25 for Ally from one of your agents is not an acceptable trade on top of this issue here I also had several issues with the flight itself and the poor customer service I received. February 2021 has already passed and due to all of the lies I have been told by Frontier and the very poor customer service I do not wish to take another flight with Frontier. During this flight that the rest of my passengers and I did go on we had a horrible experience customer service was very poor there were no gate agents the flight was delayed my handicap mother was left with no one to push her and so much more this company has a very bad rep for customer service and sticking to the things that their agents say and promise completely unacceptable
  Sincerely,
  
  *************************

• Initial Complaint

  10/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 12th 2021, I booked and payed for 4 one way tickets from *** to *** through Frontier Air scheduled for 7/13. I also enrolled and paid for the Den Deals membership in the amount of *****. For a total of ******. On July 2nd, 2021 I purchased 3 return tickets in the amount of ******. The reason for this arrangement is that I was taking my nephew back home and visiting my family with my two kids. Anyway, imagine my distress and disappointment when I show up to the airport on my travel date with 3 kids in tow and Frontier not only cancelled our flight but didnt even inform us of the cancellation until we were checking in. I gracefully accepted their offer for a voucher and rescheduled for the next day. I called to cancel my return flight because I could not afford to have a cancellation on the return flights since my kids had a doctors appointment the next day and after hora upon hours on the phone they gave me a credit to my account in the amount of ******. Fast forward to today when I tried to use the vouchers, they inform me that they have expired and cannot help me redeem them. Not only that but theyre website doesnt allow me to log in or book anything and once I was able to log in it doesnt recognize that I am a den member or allow me to apply the credit that I have for the return flight. I have tried contacting them and talked to several different representatives to no avail. I am extremely distressed with this situation and would like for frontier to at least honor their word and give me what I am entitled to based on their poor management. Any help you can provide in obtaining an agreeable resolution would greatly be appreciated.

  Business response

  11/17/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  I apologize for the difficulties in redeeming your credit and vouchers. I am happy to assist and clear up any misinformation. Upon investigation I do see that the vouchers under the reservation XXXXXX have expired on October 12, 2021. As these vouchers have been expired longer than 48 hours I am unable to offer an extension for these vouchers. However, I do see the credit on the reservation XXXXXX that was originally in the amount of $XXX.**. I also see that two charges have been made to this credit on November 1, 2021 in the amounts of $XXX.** and, $XX.**. There is a remaining credit in the amount of $XX.XX  available until July 14, 2022. 
  
  I apologize for the difficulties you encountered with our website when attempting to login and book a new reservation. I do see your membership status on our end and I apologize for the confusion caused by the website. I have sent this up to our IT department for troubleshooting to ensure this problem does not persist. If you need any assistance in regards to your membership please reach out to our loyalty department at ************. Once you call in just as for the loyalty department.
  
  I apologize again for the sudden cancellation of your flight, difficulties using your vouchers or credit and, for the difficulties encountered on our website.
  
  Please feel free to reach out with any further questions.
  
  Regards
  
  Customer Relations Specialist
  **********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩