A viral video has put Frontier Airlines in the hot seat this week. The clip, which spread quickly on social media and YouTube, shows a heated moment between a passenger and gate agents at Raleigh-Durham International Airport.
The incident happened on May 2, 2025. A 45-year-old dad of three was flying home to Boston after a business trip. He arrived 50 minutes before his flight — just shy of the airline’s 60-minute check-in cutoff. That’s when things went wrong.
Because he missed the window for kiosk check-in, staff told him he had to pay a $25 “agent assist fee.” He got upset, saying he’d never fly Frontier again. That’s when the Frontier Airlines customer service agents allegedly mocked him.
In the video, staff can be seen laughing, recording him on their phones, and snapping their fingers at him, saying things like, “You thought you were gonna get on your flight?” It shocked many online viewers.
The passenger tried to reason with them and even agreed to pay the fee. But the agents refused to help. He ended up missing his flight and buying a last-minute $500 JetBlue ticket home. Police were called, but they sided with the customer.
Frontier Airlines Responds
After the video went viral, Frontier Airlines fired the staff involved. The airline said they were third-party contractors, not direct Frontier employees. Still, they were removed from the job.
A spokesperson told Fox News, “We are aware of what occurred and have been in direct contact with the customer. The individuals involved are no longer working on the Frontier account.”
The passenger was later reimbursed for the JetBlue flight.
Online Reaction
Reactions online were mixed. Many people blasted the staff for their behavior, saying it was unprofessional and mean. One user commented, “I don’t care who’s right or wrong — no one deserves to be treated like that.” Others pointed out that Frontier Airlines has a strict check-in policy and the passenger should’ve arrived earlier.
This is not the first time Frontier or similar low-cost airlines like Spirit Airlines have faced backlash over extra fees and customer service issues. In fact, American Airlines and other big carriers have also had their fair share of viral customer complaints.
Why This Matters
The video has restarted the conversation around Frontier Airlines customer service and the fine print behind budget airline travel. It also shows how quickly things can spiral when policies are followed without compassion.
As travelers, it’s a reminder to check check-in rules. And for airlines, it’s a reminder that how you treat people — especially in stressful moments — really matters.
If you’ve had a similar experience, Frontier Airlines’ phone number and customer support lines may be busy this week.