A check-in dispute between a passenger and Frontier Airlines gate agents has gone viral, drawing widespread criticism of the airline’s staff conduct and check-in policies.
The incident took place at Raleigh airport last Friday, when a 45-year-old Boston-bound passenger was hit with an unexpected $25 fee for missing the airline’s 60-minute pre-departure check-in deadline, according to the New York Post.
According to the passenger, who requested anonymity, he arrived at the airport with around 50 minutes to spare after a business trip but couldn’t check in via the kiosk due to the time cutoff.
When he approached staff at the counter, he was informed of the $25 “agent assist” fee. What followed was a heated 20-minute exchange that escalated after he muttered, “I’m never flying this sh**y airline again.”
The staff reacted strongly. One female agent reportedly refused to continue assisting him, saying, “How dare you curse at me? I’m not checking you in.” The man insisted, “You will check me in,” prompting the agents to disengage completely.
The situation further escalated when two other staff members, dressed in Frontier uniforms, began filming the man and mocking him, laughing and saying, “You thought you were gonna get on your flight?” The confrontation was caught on video and has since racked up millions of views, sparking fierce debate online.
The New York Post quoted the passenger criticising the staff’s behaviour, saying, “Not one person on their side took the professional route or the high road.” He added that he was caught off guard by the fee and was merely voicing frustration. “It’s not okay to be disrespectful of somebody for no reason,” he said. “I thought that they were being disrespectful to me out of the gate.”
The man ultimately threatened to involve the police. “I had a very, very professional conversation with two officers who were completely empathetic,” he said as per the Post, adding that the officers acknowledged seeing similar incidents with Frontier in the past.
The passenger ended up purchasing a $500 JetBlue ticket to get home but was later reimbursed by Frontier after lodging a formal complaint.
The airline has since responded. Frontier said, “We are aware of what occurred and have been directly in touch with the customer. The individuals in question, who work for a third-party contractor, are no longer associated with the Frontier account.”
According to the Aviation Source News, Frontier’s 60-minute check-in policy is stricter than rivals like Delta or Southwest. While some online defended the airline’s rules, much of the outrage has focused on the staff’s behaviour. Critics have called the mocking and filming of the passenger “thoroughly unprofessional,” with many demanding better training and customer handling protocols.
The incident has reignited discussion around Frontier’s rigid policies, hidden fees, and customer service standards, issues the airline has faced backlash over in the past.
The incident took place at Raleigh airport last Friday, when a 45-year-old Boston-bound passenger was hit with an unexpected $25 fee for missing the airline’s 60-minute pre-departure check-in deadline, according to the New York Post.
According to the passenger, who requested anonymity, he arrived at the airport with around 50 minutes to spare after a business trip but couldn’t check in via the kiosk due to the time cutoff.
When he approached staff at the counter, he was informed of the $25 “agent assist” fee. What followed was a heated 20-minute exchange that escalated after he muttered, “I’m never flying this sh**y airline again.”
The staff reacted strongly. One female agent reportedly refused to continue assisting him, saying, “How dare you curse at me? I’m not checking you in.” The man insisted, “You will check me in,” prompting the agents to disengage completely.
Frontier Airlines video goes viral after a man tried to check in 30 minutes before the flight; with employees refusing check in then filming and mocking the passenger.
— Oli London (@OliLondonTV) May 7, 2025
Who is in the wrong? pic.twitter.com/iNjfg0RyOI
The situation further escalated when two other staff members, dressed in Frontier uniforms, began filming the man and mocking him, laughing and saying, “You thought you were gonna get on your flight?” The confrontation was caught on video and has since racked up millions of views, sparking fierce debate online.
The New York Post quoted the passenger criticising the staff’s behaviour, saying, “Not one person on their side took the professional route or the high road.” He added that he was caught off guard by the fee and was merely voicing frustration. “It’s not okay to be disrespectful of somebody for no reason,” he said. “I thought that they were being disrespectful to me out of the gate.”
The man ultimately threatened to involve the police. “I had a very, very professional conversation with two officers who were completely empathetic,” he said as per the Post, adding that the officers acknowledged seeing similar incidents with Frontier in the past.
The passenger ended up purchasing a $500 JetBlue ticket to get home but was later reimbursed by Frontier after lodging a formal complaint.
The airline has since responded. Frontier said, “We are aware of what occurred and have been directly in touch with the customer. The individuals in question, who work for a third-party contractor, are no longer associated with the Frontier account.”
According to the Aviation Source News, Frontier’s 60-minute check-in policy is stricter than rivals like Delta or Southwest. While some online defended the airline’s rules, much of the outrage has focused on the staff’s behaviour. Critics have called the mocking and filming of the passenger “thoroughly unprofessional,” with many demanding better training and customer handling protocols.
The incident has reignited discussion around Frontier’s rigid policies, hidden fees, and customer service standards, issues the airline has faced backlash over in the past.
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