Frontier Airlines may experience federal probe more than alleged refusal to refund canceled flights

Colorado’s attorney general requested the U.S. Department of Transportation on Tuesday to investigate issues which Frontier Airlines failed to refund the price tag of flights canceled due to the coronavirus outbreak and made it virtually impossible for individuals to apply vouchers for various other flights while in the pandemic.

In a sales letter to Transportation Secretary Elaine Chao, Attorney General Phil Weiser stated the office of his had gotten more than hundred complaints coming from Colorado and 29 other states about the Denver-based low cost carrier since March, more than any company.

People said that Frontier refused to issue them a refund when flights had been canceled because of the pandemic, that Weiser stated violated department regulations that refunds are thanks sometimes when cancellations are actually due to circumstances beyond airlines’ control. Other people who received vouchers for use on succeeding flights after voluntarily canceling the travel plans of theirs had been unable to redeem them. Some were rejected through the airline’s site and were unable to extend the 90-day time limit for making use of them or perhaps ended up being limited to utilizing the vouchers on only one flight, he published. Still individuals that sought assistance through the airline’s customer support line had been put on hold for hours and were disconnected frequently, he said.

Weiser claimed that the Department of Transportation was in the very best place to investigate the complaints and said it should issue fines of as much as $2,500 a violation when appropriate.

Persistent problem? DOT warns airlines? again? to issue refunds for canceled flights soon after receiving 25,000 complaints

Companies can’t be permitted to make use of customers during the time and should be held responsible for deceptive and unfair conduct, he mentioned in a statement.

Frontier said it has remained in total compliance with department rules as well as regulations regarding flight changes, refunds and cancellations.

Throughout the pandemic, Frontier Airlines has acted to faith which is good to look after our passengers compassionately and fairly, the company said in a declaration.

Claims about obtaining refunds from airlines surged this particular spring. In May, Chao requested airlines to be as considerate and flexible as you can to the demands of passengers who face financial difficulty.

In the department’s May environment travel consumer report, the most recent available, Frontier had the third-highest fee of general complaints, trailing Hawaiian Airlines as well as United Airlines. The report counts only complaints from buyers that go through the trouble of filing a criticism with the division, not individuals who just complain to an airline.