Colorado’s attorney general asked the U.S. Department of Transportation on Tuesday to investigate issues that Frontier Airlines did not refund the price tag of flights canceled because of the coronavirus outbreak and then made it practically not possible for people to use vouchers for various other flights during the pandemic.
In a sales letter to Transportation Secretary Elaine Chao, Attorney General Phil Weiser stated the office of his had gotten over 100 complaints from Colorado and twenty nine various other states about the Denver-based low cost carrier since March, more than every other company.
Individuals said that Frontier refused to issue them your money back when flights had been canceled due to the pandemic, which Weiser said violated department regulations that refunds are actually due sometimes when cancellations are actually due to situations beyond airlines’ control. Individuals that received vouchers for use on future flights after voluntarily canceling the travel plans of theirs have been unable to redeem them. Some were rejected through the airline’s site and were unable to extend the 90 day time limit for applying them or even were confined to employing the vouchers on only one flight, he wrote. Still others who sought help with the airline’s customer support line were written on hold for hours and were disconnected regularly, he said.
Weiser believed that the Department of Transportation was at the very best place to explore the complaints and said it must 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 allowed to take advantage of customers during this time and must be held responsible for deceptive and unfair conduct, he mentioned in a statement.
Frontier said it has stayed in detailed compliance with department rules and regulations concerning flight changes, cancellations and refunds.
Throughout the pandemic, Frontier Airlines has acted in faith which is fine to care for the passengers of ours fairly and compassionately, the company said in a declaration.
Claims about getting refunds from airlines surged this particular spring. In May, Chao asked airlines to be as flexible and considerate as you possibly can to the demands of passengers which face financial difficulty.
In the department’s May air traveling consumer report, probably the most recent available, Frontier had the third-highest fee of overall grumbles, trailing Hawaiian Airlines as well as United Airlines. The report counts only complaints from buyers that go through the trouble of filing a criticism with the department, not those who only grumble to an airline.