Colorado’s Attorney General Wants Spirit & Frontier Investigated

Colorado Attorney General Phil Weiser wants an investigation into continuing poor customer service at Frontier Airlines, warning it will get worse if the merger with Spirit Airlines goes ahead. AG Weiser is so concerned he’s written to US Transportation Secretary Pete Buttigieg saying customer service complaints will only increase if the US$2.9 billion merger gets the green light.

Attorney General Phil Weiser keeps up the pressure on Frontier Airlines

Denver-based Frontier Airlines wants to merge with Spirit Airlines, in the process creating the fifth biggest in the US. But Colorado’s AG is no big fan of his hometown airline. Eighteen months ago, he asked the Department of Transportation to launch an investigation into Frontier Airlines after a deluge of complaints about refunds, flight credits, vouchers, and generally poor customer service.

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Since then, Phil Weiser has kept up the pressure on Frontier Airlines. The Wall Street Journal’s annual ranking of nine US airlines by operational performance released in January put Frontier in sixth spot, on par with American Airlines but besting Spirit Airlines and JetBlue. Frontier gets its share of criticism, but it is an ultra-low-cost carrier charging rock bottom lead-in fares. Dedicated Frontier loyalists argue passengers need to temper their expectations accordingly.


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Frontier Airlines is based at Colorado’s Denver International Airport (pictured). Photo: Denver International Airport

AG argues a subset of passengers stuck with flying on ultra-low-cost-carriers

While many disaffected Frontier passengers can vote with their wallets and take their future business elsewhere, the Attorney General says some people cannot necessarily afford to pay the higher fares charged by full-service carriers. The AG argues that those people stuck with flying on ULCCs will be most impacted by increasing rates of poor customer service resulting from the merger.

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