News 5 helps Frontier Airlines customers receive travel credit as call for US DOT investigation is made

Information 5 helps Frontier Airways prospects obtain journey credit score as name for US DOT investigation is made


CLEVELAND — It’s that point of yr while you begin fascinated with vacation journey. COVID-19 has minimize air journey dramatically and prospects 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 right this moment.

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 big. We had individuals from our space and across the nation asking for our assist.

“If it wasn’t for that story, I might nonetheless suppose my credit score was good by way of September,” stated Robyn Marcs from Lyndhurst who noticed our report.

She often meets up in Las Vegas along with her good friend to take a look at nationwide parks and possibly see a Cleveland Indians sport. Our story made her test her credit score from a COVID-related cancellation with Frontier within the spring however was instructed it expired.

“They have been simply so uncaring and so unfeeling,” stated Marcs. “It’s like, ‘Properly, she didn’t need danger getting COVID-19. That’s not our drawback!’”

“I’ve flown Frontier Airways for years,” stated Heather Jenkins from Akron. She had a few journeys deliberate final spring. She canceled the flights, received vouchers, however was then instructed later they’d expired.

“They’re simply studying from a script,” stated Jenkins. “They didn’t care concerning the state of affairs. They didn’t care about COVID. And once I lastly did get to a supervisor, once more, she was studying from a script.”

And add Madeline Rodriguez from Brookpark to the grievance listing. Due to COVID, she canceled the journey to Florida she deliberate along with her daughter and grandkids. She was out about $1800.

“I see within the information the place another persons are going by way of the identical issues…they usually’re very pissed off additionally,” stated Rodriguez.

In actual fact, our newsroom was flooded with Frontier complaints from individuals in states like New Jersey, New York, Connecticut and plenty of extra all claiming issues with the corporate.

Frontier Airways is predicated in Colorado. The legal professional basic there simply this month referred to as for a federal Division of Transportation investigation into Frontier. His workplace obtained greater than 100 complaints from his state and 29 others.

The AG claims Frontier failed to supply refunds and prospects have been “steadily disconnected mid-call.”

“I used to be ready for like 20 minutes on the cellphone. Click on,” stated Jenkins. “I saved getting disconnected.”

Plus, the Colorado AG stated Frontier “…have to be held accountable for misleading and unfair conduct.”

We contacted Frontier. Right here’s the corporate’s assertion:

“All through the pandemic, Frontier Airways has acted in good religion to take care of our passengers compassionately and pretty. Always we’ve remained in full compliance with DOT guidelines and laws governing flight adjustments, cancellations and refunds. We strongly dispute any suggestion on the contrary.”

A U.S. Division of Transportation spokesperson instructed us this concerning the Colorado AG’s claims: “The Division is reviewing this letter and can reply accordingly.”

In the meantime, through the pandemic, the U.S. Treasury Division stories Frontier Airways was cleared to simply accept greater than $200 million in taxpayer cash. Some prospects will not be pleased about that.

“What actually frustrates me is that in the event that they’re getting any authorities help with any bailout cash or with loans, how dare they take a dime of that,” stated Jenkins.

“They received some cash to assist them. Why can’t you assist me?” requested Rodriguez.

Properly, assistance is one the best way. The day we interviewed Jenkins, she was contacted by Frontier. And the corporate stated Rodriguez and Marc are getting extensions on their journey credit score.