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

Colorado’s attorney general requested the U.S. Department of Transportation on Tuesday to take a look at complaints that Frontier Airlines did not refund the cost of flights canceled due to the coronavirus outbreak and made it practically not possible for people to apply vouchers for various other flights while in the pandemic.

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

Individuals said Frontier refused to issue them a refund when flights were canceled due to the pandemic, which Weiser mentioned violated department laws that refunds are actually due also when cancellations are because of to situations beyond airlines’ control. 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 by the airline’s website and were not able to extend the 90 day time limit for using them or even had been limited to using the vouchers on just one flight, he wrote. Still other people who sought guidance with the airline’s customer support line were written on hold for many hours and were disconnected frequently, he said.

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

Chronic problem? DOT warns airlines? once more? to issue refunds for canceled flights after receiving 25,000 complaints

Businesses cannot be allowed to make the most of customers during this time and must be held responsible for deceptive and unfair conduct, he said in a declaration.

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

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

Complaints about obtaining refunds from airlines surged this particular spring. In May, Chao asked airlines to be as flexible and considerate as you can to the needs of passengers that face financial hardship.

In the department’s May environment travel customer report, probably the most recent available, Frontier had the third-highest fee of general complaints, trailing Hawaiian Airlines and United Airlines. The report counts only complaints from customers which go through the trouble of filing a complaint with the unit, not individuals who simply grumble to an airline.

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