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 price of flights canceled because of the coronavirus outbreak and then made it practically impossible for individuals to apply vouchers for other flights while in the pandemic.
In a sales letter to Transportation Secretary Elaine Chao, Attorney General Phil Weiser mentioned the office of his had received approximately hundred complaints from Colorado and twenty nine various other states regarding the Denver-based very low cost carrier since March, over any other company.
People said Frontier refused to issue them a refund when flights had been canceled due to the pandemic, that Weiser stated violated department regulations that refunds are due sometimes when cancellations are actually due to circumstances beyond airlines’ control. Individuals that received vouchers for using on future flights after voluntarily canceling the travel plans of theirs have been not able to redeem them. Some were rejected by the airline’s website and were unable to extend the 90 day time limit for using them or ended up being restricted to employing the vouchers on only one flight, he published. Still other people who sought assistance through the airline’s customer support line had been written on hold for several hours and were disconnected regularly, he said.
Weiser said that the Department of Transportation was in the best spot to explore the complaints and said it must issue fines of as much as $2,500 per violation when adequate.
Persistent problem? DOT warns airlines? once more? to issue refunds for canceled flights right after receiving 25,000 complaints
Businesses cannot be permitted to make use of customers during the time and must be held responsible for deceptive and unfair conduct, he stated in a statement.
Frontier said it has remained in total compliance with division rules as well as regulations concerning flight modifications, refunds and cancellations.
Throughout the pandemic, Frontier Airlines has acted in faith which is fine to care for our passengers compassionately and fairly, the company said in a declaration.
Complaints about getting refunds from airlines surged this spring. In May, Chao asked airlines to be as flexible and considerate as possible to the demands of passengers which face economic hardship.
In the department’s May atmosphere traveling consumer report, probably the most recent available, Frontier had the third-highest price of general complaints, trailing Hawaiian Airlines as well as United Airlines. The report counts only complaints from buyers which go through the trouble of filing a criticism with the department, not those who just grumble to an airline.