Frontier Airlines could face federal probe over alleged refusal to refund canceled flights

Colorado’s attorney general asked the U.S. Department of Transportation on Tuesday to investigate issues which Frontier Airlines did not refund the cost of flights canceled because of the coronavirus outbreak and made it practically not possible for folks to apply vouchers for other flights while in the pandemic.

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

Individuals said that Frontier refused to issue them a refund when flights had been canceled because of the pandemic, which Weiser mentioned violated department laws that refunds are due sometimes when cancellations are actually because of to situations beyond airlines’ management. Others who received vouchers for use on succeeding flights after voluntarily canceling the travel plans of theirs have been unable to redeem them. Some were rejected with the airline’s site and were not able to extend the 90 day time limit for applying them or perhaps had been restricted to utilizing the vouchers on simply one flight, he wrote. Still others who sought help with the airline’s customer support line were put on hold for many hours and were disconnected frequently, he said.

Weiser believed that the Department of Transportation was in the most effective position to investigate the complaints and said it should issue fines of up to $2,500 per violation when appropriate.

Persistent problem? DOT warns airlines? once more? to issue refunds for canceled flights soon after getting 25,000 complaints

Companies cannot be permitted to make the most of consumers during this time and should be held responsible for unfair and deceptive conduct, he said in a declaration.

Frontier said it has stayed in detailed compliance with division rules and regulations regarding flight changes, cancellations and refunds.

Throughout the pandemic, Frontier Airlines has acted in fine faith to care for our passengers compassionately and fairly, the company said in a statement.

Claims about obtaining refunds from airlines surged this spring. In May, Chao asked airlines to be as considerate and flexible as possible to the needs of passengers that face economic difficulty.

In the department’s May air travel customer report, probably the most recent available, Frontier had the third-highest price of overall issues, trailing Hawaiian Airlines and United Airlines. The report counts just complaints from buyers who go through the trouble of filing a criticism with the division, not people who only grumble to an airline.