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

Colorado’s attorney general requested the U.S. Department of Transportation on Tuesday to investigate issues that Frontier Airlines didn’t refund the cost of flights canceled because of the coronavirus outbreak and then made it just about not possible for individuals to use vouchers for other flights while in the pandemic.

In a letter to Transportation Secretary Elaine Chao, Attorney General Phil Weiser mentioned his office had received more than hundred complaints coming from Colorado and 29 various other states regarding the Denver-based very low price carrier since March, more than every other business.

People said Frontier refused to issue them a refund when flights had been canceled because of the pandemic, that Weiser mentioned violated department regulations that refunds are thanks also when cancellations are actually due to circumstances beyond airlines’ control. Others who received vouchers for use on succeeding flights after voluntarily canceling their travel plans had been unable to redeem them. Some were rejected by the airline’s website and were unable to extend the 90 day time limit for applying them or ended up being confined to using the vouchers on only one flight, he wrote. Still others who sought help with the airline’s customer care line were written on hold for several hours and were disconnected frequently, he said.

Weiser believed that the Department of Transportation was at the best position to explore the complaints and said it has to issue fines of up to $2,500 a violation when appropriate.

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Companies cannot be permitted to take advantage of consumers during the time and should be held responsible for unfair and deceptive conduct, he stated in a statement.

Frontier said it’s stayed in full compliance with division rules and regulations regarding flight modifications, cancellations and refunds.

Throughout the pandemic, Frontier Airlines has acted in faith which is fine to care for our passengers fairly and compassionately, the business said in a declaration.

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

In the department’s May atmosphere traveling consumer report, probably the most recent offered, Frontier had the third highest fee of overall complaints, trailing Hawaiian Airlines and United Airlines. The report counts only complaints from buyers who go through the difficulty of filing a criticism with the department, not individuals who simply complain to an airline.