June 28, 2022

Colorado’s attorney general requested the U.S. Department of Transportation on Tuesday to investigate complaints that Frontier Airlines did not refund the price tag of flights canceled because of the coronavirus outbreak and then made it just about not possible for individuals to use vouchers for other flights during the pandemic.

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

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

Weiser said that the Department of Transportation was at the best spot to take a look at the complaints and said it must issue fines of as much as $2,500 per violation when appropriate.

Chronic problem? DOT warns airlines? again? to issue refunds for canceled flights right after getting 25,000 complaints

Companies cannot be permitted to make the most of customers during this time and must be held accountable for unfair and deceptive conduct, he said in a statement.

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

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

Claims about getting 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 difficulty.

In the department’s May air travel consumer report, the most recent available, Frontier had the third-highest price of overall issues, trailing Hawaiian Airlines as well as United Airlines. The report counts only complaints from customers who go through the difficulty of filing a complaint with the department, not individuals who only complain to an airline.