Colorado’s attorney general asked the U.S. Department of Transportation on Tuesday to investigate complaints which Frontier Airlines failed to refund the cost of flights canceled because of the coronavirus outbreak and then made it virtually impossible for men and women to apply vouchers for other flights during the pandemic.
In a letter to Transportation Secretary Elaine Chao, Attorney General Phil Weiser said the office of his had received above 100 complaints coming from Colorado and twenty nine other states regarding the Denver based very low cost carrier since March, more than any company.
Individuals said Frontier refused to issue them a refund when flights had been canceled because of the pandemic, that Weiser said violated department laws that refunds are due also when cancellations are due to situations beyond airlines’ management. Others who received vouchers for use on succeeding flights after voluntarily canceling their travel plans have been not able to redeem them. Some were rejected with the airline’s site and were unable to extend the 90 day time limit for using them or perhaps ended up being confined to utilizing the vouchers on just one flight, he published. Still individuals that sought help with the airline’s customer care line were recorded on hold for many hours and were disconnected frequently, he said.
Weiser believed that the Department of Transportation was in the very best place to explore the complaints and said it should issue fines of up to $2,500 per violation when adequate.
Chronic problem? DOT warns airlines? once more? to issue refunds for canceled flights after receiving 25,000 complaints
Businesses can’t be allowed to take advantage of consumers during this time and should be held accountable for deceptive and unfair conduct, he said in a declaration.
Frontier said it has remained in detailed compliance with division rules and regulations concerning flight modifications, refunds and cancellations.
Throughout the pandemic, Frontier Airlines has acted in good faith to take care of our passengers fairly and compassionately, the company said in a declaration.
Complaints about obtaining refunds from airlines surged this spring. In May, Chao asked airlines to be as considerate and flexible as you can to the needs of passengers which face financial hardship.
In the department’s May air traveling consumer report, the most recent offered, Frontier had the third highest price of general complaints, trailing Hawaiian Airlines as well as United Airlines. The report counts just complaints from customers which go through the trouble of filing a criticism with the office, not individuals who just complain to an airline.