Frontier Airlines has confirmed that several of its counter agents have been removed from duty after a video showing them mocking a passenger went viral.
Why Frontier Airlines fired the agents?
According to reports, the incident unfolded at Raleigh-Durham International Airport (RDU) and has since sparked widespread attention and debate on social media.
The video, filmed by the passenger himself, shows a tense exchange between the man and Frontier staff at the airline’s check-in counter.
According to the passenger, he arrived at the airport about 50 minutes before his scheduled flight to Boston but was told he could not use the self-service kiosk to check in because he had missed the airline’s 60-minute cut-off time.
Under Frontier’s policy, any passenger who tries to check in with an agent after that window must pay a $25 late check-in fee. When the man was informed of the charge, an argument broke out.
The passenger said he eventually agreed to pay the fee, but tensions escalated after he muttered in frustration, “I’m never flying this sh—y airline again.”
One of the employees took offense, reportedly refusing to complete the check-in. Moments later, other agents began filming the passenger and mocking him by saying things like, “You thought you were gonna get on your flight?”
The situation ended with police being called. The man told officers he felt he had been unfairly treated and was met with understanding.
“I had a very professional conversation with two officers who were there and completely empathetic. They 100% seemed to agree with where I was coming from,” he said.
Frontier Airlines later reimbursed the passenger for his additional travel costs after he purchased a $500 JetBlue ticket to get home.
“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,” a spokesperson for Frontier said.
Watch the video below:
The late check-in fee explained – here’s how it works
So, what is the late check-in fee and why does it exist?
Frontier Airlines, like many budget carriers, has strict timelines for checking in passengers.
Passengers are required to check in at least 60 minutes before departure. Missing this cut-off time means they must check in with a human agent — and pay a fee for that service.
The airline says the policy helps ensure flights leave on time and reduces last-minute delays at the gate.
While the fee has sparked debate, especially in cases like this one, the airline argues it serves a purpose.
By enforcing early check-in, the airline aims to avoid last-minute disruptions and keep boarding running smoothly.
This incident is the latest in a series of customer service controversies involving budget airlines.