Attorney General Phil Weiser urges USDOT to investigate Frontier and Spirit consumer protection practices in light of proposed airline merger
March 8, 2022 (DENVER) – Attorney General Phil Weiser today urged the U.S. Department of Transportation to investigate Frontier Airlines concerning flight change policies and customer service practices in light of the recent announcement of a proposed merger between Frontier and Spirit Airlines.
Weiser previously urged the USDOT to investigate Frontier Airlines’ policies during the pandemic, and the Department of Law continues to receive complaints concerning Frontier on a range of customer service issues, including its failure to provide refunds or to promptly issue refunds to consumers when required by law.
“Both airlines have poor records regarding customer service, and should the merger between the airlines be approved, there is a real and pressing risk that the unfair treatment our state’s residents have faced from Frontier may worsen,” Weiser said. “Companies that take advantage of consumers must be held accountable, and the prospect of this merger creates an immediate need for the USDOT to examine Frontier’s business practices to ensure both airlines have practices and policies in place that comply with laws requiring carriers to treat consumers fairly and honestly.”
In the letter, Weiser highlights the concern that after a merger, the two carriers, which are frequently ranked at the bottom of customer satisfaction surveys, will have fewer incentives to appropriately address complaints and treat their consumers fairly and in accordance with the law because they will face lessened competition. That reduced competition could also lead, the letter explains, to fewer choices for consumers who are searching for an affordable option on the routes Frontier and Spirit serves.
As the proposed merger is considered, Weiser said it is crucial that the agency consider consumer protection concerns and options to address such concerns going forward.