Frontier Airlines has severed ties with two contracted gate agents after a video capturing their unprofessional conduct toward a passenger at Raleigh-Durham International Airport went viral, sparking widespread criticism.
The incident occurred when a 45-year-old Boston-bound passenger arrived at the airport approximately 50 minutes before his flight’s departure. Unaware of Frontier’s policy requiring passengers to check in at least 60 minutes prior to departure, he was informed that he had missed the window for self-service check-in and would need to pay a $25 fee for agent-assisted check-in.
A heated exchange ensued after the passenger expressed frustration and reportedly stated, “I’m never flying this sh-y airline again.” In response, one of the agents accused him of cursing and refused to complete his check-in. A video of the incident shows the agents mocking the passenger, with one saying, “You thought you were gonna get on your flight?” while filming him.
The passenger eventually involved airport police, who, according to him, were sympathetic and acknowledged frequent issues with the airline. Unable to board his original flight, he purchased a $500 same-day ticket with another airline to return home. Frontier later reimbursed him for the additional expense, reported The Sun.
Frontier Airlines stated that the individuals involved were employed by a third-party contractor and are no longer associated with the airline’s operations. The incident has reignited discussions about customer service standards and the responsibilities of contracted employees representing major airlines.
Frontier’s policy requires passengers to check in and drop off bags at least 60 minutes before departure for both domestic and international flights. Failure to do so results in a no-show cancellation, and traditional counter check-in is available for an additional fee.
The airline has not indicated whether it will review or amend its check-in policies or training procedures for contracted staff in light of the incident.
Watch the video of airline workers taunting the passenger:
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