CLEVELAND — It’s that point of 12 months if you begin serious about vacation journey. COVID-19 has lower air journey dramatically and clients are nonetheless having issues with flights booked months in the past. Now, 5 On Your Aspect Investigators dig into complaints about Frontier Airways, a name for an investigation, and what the corporate’s response is as we speak.We did a narrative in August about serving to a girl get her flier miles again from Frontier Airways throughout this pandemic. The response from that one story was large. We had folks from our space and across the nation asking for our assist.“If it wasn’t for that story, I would still think my credit was good through September,” mentioned Robyn Marcs from Lyndhurst who noticed our report.She often meets up in Las Vegas together with her good friend to take a look at nationwide parks and possibly see a Cleveland Indians recreation. Our story made her examine her credit score from a COVID-related cancellation with Frontier within the spring however was instructed it expired.“They were just so uncaring and so unfeeling,” mentioned 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,” mentioned 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,” mentioned 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 checklist. Due to COVID, she canceled the journey to Florida she deliberate 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,” mentioned Rodriguez.In truth, our newsroom was flooded with Frontier complaints from folks in states like New Jersey, New York, Connecticut and plenty of extra all claiming issues with the corporate.Frontier Airways relies in Colorado. The legal professional common there simply this month referred to as for a federal Division of Transportation investigation into Frontier. His workplace acquired greater than 100 complaints from his state and 29 others.The AG claims Frontier failed to supply refunds and clients had been “frequently disconnected mid-call.”“I was waiting for like 20 minutes on the phone. Click,” mentioned Jenkins. “I kept getting disconnected.”Plus, the Colorado AG mentioned Frontier “…must be held accountable for deceptive and unfair conduct.”We contacted Frontier. 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 concerning the Colorado AG’s claims: “The Department is reviewing this letter and will respond accordingly.”In the meantime, throughout the pandemic, the U.S. Treasury Division studies Frontier Airways was cleared to just accept greater than $200 million in taxpayer cash. Some clients will not 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,” mentioned Jenkins.“They got some money to help them. Why can’t you help me?” requested Rodriguez.Effectively, assistance is one the best way. The day we interviewed Jenkins, she was contacted by Frontier. And the corporate mentioned Rodriguez and Marc are getting extensions on their journey credit score.