CLEVELAND — It’s that time of 12 months if you happen to start severe about trip journey. COVID-19 has decrease air journey dramatically and purchasers are nonetheless having points with flights booked months up to now. Now, 5 On Your Facet Investigators dig into complaints about Frontier Airways, a reputation for an investigation, and what the company’s response is as we converse.We did a story in August about serving to a woman get her flier miles once more from Frontier Airways all through this pandemic. The response from that one story was giant. We had people from our area and throughout the nation asking for our help.“If it wasn’t for that story, I would still think my credit was good through September,” talked about Robyn Marcs from Lyndhurst who observed our report.She typically meets up in Las Vegas collectively along with her good good friend to try nationwide parks and probably see a Cleveland Indians recreation. Our story made her study her credit score rating from a COVID-related cancellation with Frontier throughout the spring nevertheless 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 couple of journeys deliberate ultimate spring. She canceled the flights, acquired vouchers, nevertheless 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 guidelines. As a consequence of COVID, she canceled the journey to Florida she deliberate collectively along 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 reality, our newsroom was flooded with Frontier complaints from people in states like New Jersey, New York, Connecticut and loads of further all claiming points with the company.Frontier Airways depends in Colorado. The authorized skilled widespread there merely this month known as for a federal Division of Transportation investigation into Frontier. His office acquired larger than 100 complaints from his state and 29 others.The AG claims Frontier failed to provide 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. Proper right here’s the company’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 in regards to the Colorado AG’s claims: “The Department is reviewing this letter and will respond accordingly.”Within the meantime, all through the pandemic, the U.S. Treasury Division research Frontier Airways was cleared to simply settle for larger than $200 million in taxpayer cash. Some purchasers is not going to be comfy 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.Successfully, help is one the easiest way. The day we interviewed Jenkins, she was contacted by Frontier. And the company talked about Rodriguez and Marc are getting extensions on their journey credit score rating.