Its no secret that ultra-low-cost carriers (ULCCs) offer an extremely inexpensive way to travel, though those $19 plane tickets have hefty fees and restrictions associated with it. One of these common fees is related to the check-in process where airlines may charge passengers if they need assistance from an agent when checking-in.
In an exchange that is now going viral, one Frontier passenger and two check-in agents got into an argument at the counter. While the agents may have been correct in their interpretation of the rules, one has to imagine that this situation could have been handled differently.
Frontier Passenger Arrives Late, Demands to be Checked In
Frontier Airlines has a published check-in cutoff time of 60 minutes prior to scheduled departure for domestic and international flights. According to the airline, “If you fail to check-in or to board your flight within the required time (check-in: 60 minutes prior to scheduled departure time; boarding: 20 minutes prior to scheduled departure time), your ticket will be deemed a No-Show Cancellation and cancelled.”
This is a fairly straightforward policy as the airline needs the ability to clear standby passengers prior to departure. The airline also charges a $25 agent assist fee in the event you did not check-in online.
While video of the altercation starts after the initial discussion appears to have occurred, the agents appear to have agreed to help the customer even though it was past check-in time until he balked at the fee. The customer self admitted that he was at the check-in counter 30 minutes prior to departure.
At the time the video begins, two of the three Frontier employees have their phones out also recording the interaction, though no video has been released from their point of view.
Unprofessional Agents and an Entitled Customer
While many on social media are making this out to be a racial issue, what I see is an entitled customer who is oblivious to the rules of the airline they are flying and two unprofessional Frontier employees.
We can’t see the interactions that led up to the video but the Frontier agents correctly stated that the customer was past the check-in time and, if they were able to help him, a $25 agent assist fee would apply.
One of the agents appeared to escalate the matter as things devolved further and the video ended without a resolution to the matter. Other Frontier employees appeared to indicate that, since the customer stated they would no longer fly with the airline, they were free to leave the area.
One thing was abundantly clear by the end of the altercation, that guy wasn’t going to be getting on the flight and Frontier has at least one agent that could likely use some customer service re-training.
In a statement provided to ATX Jetsetter, a Frontier spokesperson 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.
What are your thoughts on this incident?
Summary
A late arriving passenger and two Frontier Airlines agents got into an altercation at check-in when the passenger was told he was unable to board his flight. The passenger hadn’t followed Frontier’s published check-in guidelines though the agents could have delivered the message in a more professional manner.