Greater than 100 complaints by customers from 30 states had been greater than sufficient for Colorado Lawyer Basic Phil Weiser.Weiser on Tuesday requested the U.S. Division of Transportation to research Denver-based Frontier Airways over the provider’s alleged misleading and unfair practices in the course of the coronavirus pandemic, based on the Denver Submit newspaper.
In line with the paper, a lot of the complaints allege that Frontier was unwilling to supply refunds, did not promptly redeem flight credit or vouchers given in lieu of a refund and didn’t assist prospects after they known as to resolve issues.“We urge you to carefully review Frontier’s practices and, if you find such practices to be unfair or deceptive, to use your authority to protect consumers,” Weiser wrote in a letter to DOT Secretary Elaine Chao. “Our office is prepared to work with you to support a thorough examination of Frontier’s practices and ensure consumers are protected during this precarious time.”As a substitute of refunds, Frontier has supplied credit for future flights for use inside 90 days of the cancellation of the unique flight – a proposal virtually ineffective in the course of the pandemic and positively again in March and April when demand for journey at one level had dipped as little as 5 % capability in comparison with final yr.And even when customers tried to redeem their credit, they had been unable resulting from web site issues and a name middle that routinely put calls on maintain for an hour or extra.“The law requires airlines like Frontier to treat consumers fairly and honestly. During the COVID-19 pandemic, we received more complaints about Frontier’s conduct — failing to honor its commitment to provide refunds — than any other company,” Weiser mentioned.Frontier launched a press release calling the allegations unfaithful.“Throughout the pandemic, Frontier Airlines has acted in good faith to care for our passengers compassionately and fairly,” Frontier spokeswoman Jennifer de la Cruz mentioned. “At all times we have remained in full compliance with DOT rules and regulations governing flight changes, cancellations and refunds.”