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

Colorado’s attorney general requested the U.S. Department of Transportation on Tuesday to investigate complaints that Frontier Airlines didn’t refund the cost of flights canceled because of the coronavirus outbreak and then made it practically impossible for men and women to use vouchers for various other flights while in the pandemic.

In a letter to Transportation Secretary Elaine Chao, Attorney General Phil Weiser stated his office had gotten approximately 100 complaints coming from Colorado and twenty nine various other states about the Denver based low price carrier since March, more than every other company.

Individuals said that Frontier refused to issue them a refund when flights had been canceled because of the pandemic, which Weiser stated violated department laws that refunds are actually due even when cancellations are because of to circumstances beyond airlines’ control. Individuals that received vouchers for using on future flights after voluntarily canceling their travel plans had been unable to redeem them. Some were rejected through the airline’s website and were not able to extend the 90-day time limit for using them or had been limited to employing the vouchers on just one flight, he wrote. Still others who sought help with the airline’s customer care line had been written on hold for hours and were disconnected regularly, he said.

Weiser believed that the Department of Transportation was in the most effective place to explore the complaints and said it has to issue fines of as much as $2,500 per 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 the most of consumers during the time and should be held accountable for deceptive and unfair conduct, he mentioned in a statement.

Frontier said it’s remained in detailed compliance with department rules as well as regulations concerning flight changes, refunds and cancellations.

Throughout the pandemic, Frontier Airlines has acted in faith that is great to care for the passengers of ours fairly and compassionately, the company said in a declaration.

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

In the department’s May environment travel consumer report, the most recent available, Frontier had the third highest rate of overall complaints, trailing Hawaiian Airlines as well as United Airlines. The report counts only complaints from buyers which go through the problems of filing a criticism with the unit, not people who only grumble to an airline.

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