Dear Vacation TROUBLESHOOTER: Frontier Airlines canceled my flights from Minneapolis to Denver past summertime. I requested a refund given that the upcoming available flights were being noticeably later on. For that reason, these Frontier flight cancellations qualify travellers for a refund underneath Division of Transportation regulations.

I have used hours on maintain with Frontier and chatting to agents. When Frontier canceled my flights, a phone agent mentioned they were being equipped to find all of the payments I manufactured by credit card and that every solitary a person would be refunded to my Visa.

I really do not want or need to have any Frontier vouchers or flight credits. A number of telephone agents have assured me that they submitted a refund request, and I need to wait seven to 10 business days for the refund to system. But I’ve been waiting for additional than a yr. Can you assist me get my money back?

— Kristy Heer, Minnetonka, Minn.

Respond to: You are suitable. Underneath Division of Transportation restrictions, an airline owes you a refund if it cancels your flight. If you asked for a refund, you need to have received one in a 7 days.

But it appears to be like like there had been a couple complicating elements. You paid for your ticket with Frontier flight credits, which implies you would have only been entitled to obtain flight credits as a refund. Even so, it seems like a Frontier agent promised you a dollars refund, even however you experienced compensated with credits and paid only the taxes by credit history card.

As a consequence, you acquired about $18 back again from Frontier in its place of the $253 you believed you would get. Building issues worse, it seems as if Frontier did not even consider to reissue your flight credit rating, so you finished up with $18 and no flight credits. That does not appear to be good. Just after all, you didn’t cancel the flight — Frontier did.

I reviewed the paper path among you and Frontier. Pleasant job on retaining all of your correspondence, by the way. It shows you continuously asking for some thing you have been entitled to — a comprehensive refund. It also demonstrates Frontier promising you that refund in composing. Why didn’t Frontier do what it stated? I’m heading to chalk this a person up to pandemic confusion.