CLEVELAND — It’s that point of 12 months should you occur to start out extreme about journey journey. COVID-19 has lower air journey dramatically and purchasers are nonetheless having factors with flights booked months so far. Now, 5 On Your Side Investigators dig into complaints about Frontier Airways, a fame for an investigation, and what the corporate’s response is as we converse.We did a narrative in August about serving to a girl get her flier miles as soon as extra from Frontier Airways all via this pandemic. The response from that one story was large. We had folks from our space and all through the nation asking for our assist.“If it wasn’t for that story, I would still think my credit was good through September,” talked about Robyn Marcs from Lyndhurst who noticed our report.She usually meets up in Las Vegas collectively alongside together with her good good pal to strive nationwide parks and possibly see a Cleveland Indians recreation. Our story made her research her credit score rating ranking from a COVID-related cancellation with Frontier all through the spring however was instructed it expired.“They were just so uncaring and so unfeeling,” talked about Marcs. “It’s like, ‘Well, she didn’t want risk getting COVID-19. That’s not our problem!’”“I have flown Frontier Airlines for years,” talked about Heather Jenkins from Akron. She had a few journeys deliberate final spring. She canceled the flights, acquired vouchers, however was then instructed later they’d expired.“They’re just reading from a script,” talked about Jenkins. “They didn’t care about the situation. They didn’t care about COVID. And when I finally did get to a supervisor, again, she was reading from a script.”And add Madeline Rodriguez from Brookpark to the criticism tips. As a consequence of COVID, she canceled the journey to Florida she deliberate collectively alongside together with her daughter and grandkids. She was out about $1800. “I see in the news where some other people are going through the same things…and they’re very frustrated also,” talked about Rodriguez.In actuality, our newsroom was flooded with Frontier complaints from folks in states like New Jersey, New York, Connecticut and a great deal of additional all claiming factors with the corporate.Frontier Airways relies upon in Colorado. The licensed expert widespread there merely this month often called for a federal Division of Transportation investigation into Frontier. His workplace acquired bigger than 100 complaints from his state and 29 others.The AG claims Frontier failed to supply refunds and purchasers had been “frequently disconnected mid-call.”“I was waiting for like 20 minutes on the phone. Click,” talked about Jenkins. “I kept getting disconnected.”Plus, the Colorado AG talked about Frontier “…must be held accountable for deceptive and unfair conduct.”We contacted Frontier. Correct proper right here’s the corporate’s assertion: “Throughout the pandemic, Frontier Airlines has acted in good faith to care for our passengers compassionately and fairly. At all times we have remained in full compliance with DOT rules and regulations governing flight changes, cancellations and refunds. We strongly dispute any suggestion to the contrary.”A U.S. Division of Transportation spokesperson instructed us this regarding the Colorado AG’s claims: “The Department is reviewing this letter and will respond accordingly.”Inside the meantime, all via the pandemic, the U.S. Treasury Division analysis Frontier Airways was cleared to easily accept bigger than $200 million in taxpayer cash. Some purchasers isn’t going to be comfortable about that.“What really frustrates me is that if they’re getting any government assistance with any bailout money or with loans, how dare they take a dime of that,” talked about Jenkins.“They got some money to help them. Why can’t you help me?” requested Rodriguez.Efficiently, assistance is one the simplest means. The day we interviewed Jenkins, she was contacted by Frontier. And the corporate talked about Rodriguez and Marc are getting extensions on their journey credit score rating ranking.