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Frontier Fires Rude Airport Employees Who Berated Customer In Viral Video
Frontier Airlines is doing damage control after a video went viral in which two of their check-in agents berate and mock a customer in a ridiculous manner and the two employees have now been terminated. The situation arose as a passenger arrived rather late at […]
Frontier Airlines is doing damage control after a video went viral in which two of their check-in agents berate and mock a customer in a ridiculous manner and the two employees have now been terminated.
The situation arose as a passenger arrived rather late at the airport and the machines wouldn’t let him check in anymore, followed by an agent interaction that quickly went pear-shaped.
Frontier isn’t exactly known for its stellar customer service and respectful handling of passengers but it’s also about proper expectation management and after all they ARE a budget airline so customers should familiarize themselves with the rules of the carrier.
The entire situation went down earlier this week and went viral after the passenger published a video on social media:
From reports, the passenger arrived less than 60 minutes before departure at the airport, or at least at the check-in machine, and his e-checkin was denied.
He then proceeded to the desk, where he was informed that using the agent would incur a fee. The conversation then went back and forth, with the passenger pleading ignorance of the rules. Eventually he agreed to pay and mumbled a cuss word about Frontier after which the agents refused to service him.
Then the argument ensued during which the agents started to mock the passenger which was captured on video and went viral.
Before we get to the unacceptable behavior of the agents, let’s make clear that Frontier is totally upfront about the check-in deadlines and that any counter assistance would incur a fee.
Frontier charges passengers a fee for in-person airport assistance but there are many exceptions as well:
Here at Frontier, we make optional services available to you to personalize your travel. Airport Agent Assistance is available for purchase for our passengers who prefer assistance at the airport for things like checking in and printing your boarding pass.
Customers who meet the following criteria may receive assistance from an airport agent without paying the Airport Agent Assistance Charge. Exemptions include:
Do I think this policy of charging people for having to use the counter is great? No, absolutely not. I would never fly either Frontier or Spirit for that matter because airline who engage in such business practices are suspect from the get go.
But at least you can’t say they aren’t upfront about it, and the customer should have been on time to check his baggage in.
Now, as far as the two (ex)employees are concerned, their conduct was completely unacceptable and apparently Frontier agreed, terminating them with immediate effect, according to Newsweek:
Two Frontier Airlines workers have been fired after a video showing a tense exchange between them and a customer who was trying to check into his flight went viral on social media.
The incident occurred last week at Raleigh-Durham International Airport in North Carolina and involved a 45-year-old married father of three, whose identity remains unknown, who was checking in for a flight to Boston after a business trip.
Frontier Airlines confirmed to Newsweek that it’s aware of the incident and that the individuals involved were terminated.
Speaking to the New York Post on Wednesday, the man said he had arrived at the airport around 50 minutes before his flight but was unable to check in as he had missed a 60-minute pre-departure window, something he was unaware of. He was then told that he needed to pay a $25 fee to check in. …
The Post reported that the man said, “I’m never flying this s***ty airline again” when he went to pay the fee, and that’s when things started to go south. …
Frontier Airlines in an email shared with Newsweek: “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.” They were apparently employed with a contractor at the airport and in the very least they were dismissed from Frontier’s check-in. If the contractor fired them entirely is unknown.
Honestly, I have no problem flying Economy but you couldn’t pay me to fly any of these budget carriers. No way! The stress isn’t worth it.
Conclusion
A video went viral where a Frontier Airlines customer was at odds with airport counter staff of a contractor working for Frontier at RDU Airport. The employees are no longer with the Frontier check-in, but I’d really like to know if the contractor fired them for good.
I think the blame here is 80 (Frontier):20(Customer), and eventually, everybody lost out. One thing is for sure: these people have no place to work in frontline customer service, no matter what. They can play out their attitude problem at whatever other company hires them now (good luck after this video).
Customers should be properly informed about what rules the airline has in place for check-in, fees, and baggage in general. Especially when flying a budget carrier or on cheap tickets.
AIRPORT AGENT ASSISTANCE
LIST OF EXEMPTIONS:
