Colorado’s attorney general asked the U.S. Department of Transportation on Tuesday to take a look at issues that Frontier Airlines didn’t refund the price tag of flights canceled because of the coronavirus outbreak and made it just about impossible for people to apply vouchers for other flights during the pandemic.
In a sales letter to Transportation Secretary Elaine Chao, Attorney General Phil Weiser mentioned his office had received more than hundred complaints coming from Colorado and twenty nine various other states regarding the Denver based low price carrier since March, more than any company.
Individuals said Frontier refused to issue them a refund when flights were canceled because of the pandemic, which Weiser said violated department laws that refunds are actually thanks sometimes when cancellations are due to circumstances 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 with the airline’s website and were not able to extend the 90-day time limit for using them or perhaps had been confined to utilizing the vouchers on simply one flight, he wrote. Still individuals that sought guidance 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 best place to investigate the complaints and said it has to issue fines of up to $2,500 per violation when adequate.
Chronic problem? DOT warns airlines? once more? to issue refunds for canceled flights right after getting 25,000 complaints
Companies cannot be permitted to make use of customers during the time and must be held responsible for deceptive and unfair conduct, he said in a statement.
Frontier said it has stayed in detailed compliance with department rules as well as regulations regarding flight modifications, cancellations and refunds.
Throughout the pandemic, Frontier Airlines has acted in faith that is good to look after 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 considerate and flexible as possible to the requirements of passengers which face economic hardship.
In the department’s May environment traveling consumer report, probably the most recent available, Frontier had the third highest rate of general complaints, trailing Hawaiian Airlines and United Airlines. The report counts just complaints from customers which go through the trouble of filing a criticism with the office, not individuals who just grumble to an airline.