Colorado AG calls for federal investigation into Frontier Airlines

COLORADO SPRINGS, Colo. (KRDO) -- Colorado Attorney General Phil Weiser has called for a federal investigation into Frontier Airlines after consumers reported losing thousands of dollars to what Weiser describes as deceptive practices.

In a strongly worded letter to the U.S. Department of Transportation, Weiser accused Frontier of violating federal law related to how it has handled customer refunds amid the COVID-19 pandemic.

Weiser said his office has received more than 100 complaints from Coloradans and residents of 29 other states alleging Frontier engaged in unfair or deceptive practices.

“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. Companies cannot be allowed to take advantage of consumers during this time and must be held accountable for deceptive and unfair conduct,” Weiser said. “By raising our concerns with USDOT and asking it to investigate and enforce the law, we are requesting a collaboration to protect consumers during this globally precarious time.”

Several complaints concerned Frontier’s failure to provide refunds, not giving travelers a way to promptly redeem flight credits or vouchers, and not helping them when they called to try to resolve the issues, according to Weiser.

The AG's office said most consumers who filed complaints had canceled flight reservations due to concerns of contracting or spreading COVID-19. Weiser's letter claims consumers tried to resolve the issues but reported being disconnected mid-call or being put on hold for hours.

“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. 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,” Weiser wrote.

Frontier Airlines said on Tuesday afternoon that it disputes the AG's allegations.

"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," spokesperson Jennifer de la Cruz said.

Under federal law, the U.S. Department of Transportation can fine Frontier up to $2,500 per violation.