Consumer complaints against Frontier Airlines continue to pile up, AG says
COLORADO SPRINGS, Colo. (KRDO) -- The Colorado Attorney General's office confirms the number of consumer complaints against Frontier Airlines has nearly doubled since the AG called for a federal investigation into the company last week.
AG Phil Weiser is urging the US Department of Transportation to investigate the Denver-based company after over 300 consumers reported losing thousands of dollars to what the AG describes as deceptive practices.
The consumer 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.
"Since the pandemic started, we received over 150 complaints that Frontier was deceiving passengers. People were being told oh, you can use this credit or refund and then later told they couldn't, or they couldn't get through," Weiser said in an interview Wednesday.
An additional 182 consumer complaints were filed with Weiser's office since last week, but the AG is hopeful the federal government will answer his request to step in and investigate.
"I don't want companies deceiving people. And when so many people come forward and say they were mistreated, that pisses me off. My job is to be a watchdog to protect consumers," Weiser said.
Frontier Airlines said last Tuesday 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," Frontier Airlines spokesperson Jennifer de la Cruz said.
Under federal law, the U.S. Department of Transportation can fine Frontier up to $2,500 per violation.
