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 issues which Frontier Airlines did not refund the cost of flights canceled due to the coronavirus outbreak and made it virtually impossible for individuals to apply vouchers for other flights while in the pandemic.

In a letter to Transportation Secretary Elaine Chao, Attorney General Phil Weiser mentioned the office of his had received over hundred complaints coming from Colorado and twenty nine various other states about the Denver based low price carrier since March, over every other business.

People said Frontier refused to issue them your money back when flights had been canceled due to the pandemic, which Weiser mentioned violated department laws that refunds are actually thanks even when cancellations are thanks to circumstances beyond airlines’ control. Others who received vouchers for using on future flights after voluntarily canceling the travel plans of theirs were unable to redeem them. Some were rejected with the airline’s website and were unable to extend the 90 day time limit for making use of them or perhaps were confined to utilizing the vouchers on just one flight, he published. Still other people who sought help through the airline’s customer support line were recorded on hold for several hours and were disconnected regularly, he said.

Weiser claimed that the Department of Transportation was at the very best spot to investigate the complaints and said it should issue fines of up to $2,500 per violation when appropriate.

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Businesses can’t be permitted to make use of customers during this time and must be held responsible for unfair and deceptive conduct, he said in a declaration.

Frontier said it has stayed in full compliance with department rules and regulations concerning flight modifications, cancellations and refunds.

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

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

In the department’s May environment traveling consumer report, the most recent available, Frontier had the third-highest rate of overall complaints, trailing Hawaiian Airlines and United Airlines. The report counts just complaints from buyers who go through the trouble of filing a criticism with the department, not individuals who just complain to an airline.