1 month ago
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Frontier Airlines has terminated two contractors seen in a viral video mocking a customer who was trying to check in for his flight at the ticket counter. The incident occurred on May 2 at Raleigh-Durham International Airport in North Carolina when the Frontier gate agents told the customer he had to pay a $25 late fee to check in with them in person. The 45-year-old unidentified customer questioned why he had to pay a fee, resulting in the agents refusing to check him in despite his agreeing to pay, according to video footage.
"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," Frontier Airlines told TMZ.
Video footage showed the Frontier contractors recording the customer with their phones, as they mocked him for trying to check in 50 minutes before his flight to Boston was scheduled to depart. He reportedly missed the electronic kiosk's 60-minute check-in deadline and was told by the agents at the desk he had to pay a $25 "agent assist fee," resulting in a tense verbal exchange that lasted for roughly 20 minutes before he said he would pay it, per the New York Post.
The customer told the outlet that he had told the agents he would never fly on this "sh*tty airline again," which set them off. He and the agents then all started recording the verbal altercation with their phones.
"And you thought you was gonna get on your flight?" one employee said, while the other laughed in the background. "Can you please leave, sir? Can you please leave my personal space?" the agent added.
The man responded, "I'm not in your personal space. This is not your personal space. You work for a company. This is not your personal space." The employee then left the counter and the other employee said it wasn't their problem to "worry about," according to the video.
"You're literally not doing your job for a customer that has paid for a plane ticket to get home," the man fired back, adding, "I'm literally here at Frontier. I bought a ticket, and they are not letting me check in."
The customer told the Post that he purchased a $500 JetBlue ticket to get home.
Frontier Airlines told Newsweek that they issued the customer a reimbursement, both for the original flight and the JetBlue flight he purchased to get home.
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