Colorado’s attorney general requested the U.S. Department of Transportation on Tuesday to investigate complaints which Frontier Airlines didn’t refund the price of flights canceled due to the coronavirus outbreak and then made it practically not possible for folks to use vouchers for various 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 100 complaints coming from Colorado and 29 various other states regarding the Denver-based very low cost carrier since March, more than every other company.
People said that Frontier refused to issue them a refund when flights were canceled due to the pandemic, that Weiser stated violated department regulations that refunds are thanks even when cancellations are thanks to circumstances beyond airlines’ control. Other people who received vouchers for using on succeeding flights after voluntarily canceling the travel plans of theirs were not able to redeem them. Some were rejected through the airline’s website and were unable to extend the 90 day time limit for making use of them or perhaps ended up being confined to utilizing the vouchers on only one flight, he published. Still others who sought help with the airline’s customer support line were put on hold for hours and were disconnected regularly, he said.
Weiser believed that the Department of Transportation was in the most effective position to investigate 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 soon after getting 25,000 complaints
Businesses can’t be permitted to take advantage of consumers during the time and must be held responsible for unfair and deceptive conduct, he mentioned in a declaration.
Frontier said it has remained in detailed compliance with department rules and regulations regarding flight changes, cancellations and refunds.
Throughout the pandemic, Frontier Airlines has acted to fine faith to take care of the passengers of ours compassionately and fairly, the company said in a declaration.
Complaints about getting refunds from airlines surged this particular spring. In May, Chao requested airlines to be as flexible and considerate as you possibly can to the needs of passengers that face financial difficulty.
In the department’s May environment travel consumer report, the most recent available, Frontier had the third highest price of general issues, trailing Hawaiian Airlines as well as United Airlines. The report counts just complaints from customers that go through the trouble of filing a complaint with the office, not individuals who only complain to an airline.