Airline Cuts Ties with Agents Who Mocked Customer Over Missed Flight
Frontier Airlines has cut ties with two gate agents caught on camera taunting a passenger and refusing to allow him to check in—despite his pleas that he had already purchased a ticket.
The disturbing footage, which quickly went viral on social media this week, shows the agents berating the man for not paying a “$25 agent assist fee,” even as he tried to check in at the desk. The agents repeatedly mocked him with the chant:
“And you thought you was gonna get on your flight…”
The video, showing the man’s growing frustration and the agents’ unprofessional behavior, sparked a wave of public outrage.
“I paid for a ticket,” the passenger is heard saying.
“I already bought a ticket!” he repeated, visibly distressed.
In response to the backlash, Frontier Airlines issued a statement confirming the agents, who were employed by a third-party contractor, have been terminated and will no longer represent the airline:
“The individuals in question… are no longer associated with the Frontier account.”
Frontier has since reimbursed the passenger, but not before he was forced to spend $500 on a last-minute JetBlue ticket to reach his destination.
“I’m never flying this shi**y airline again,” he posted afterward.
The incident highlights growing frustrations among travelers with hidden fees and poor customer service in the budget airline sector. Frontier, long known for its low base fares and extensive add-on fees, now faces scrutiny over contracted staff conduct and how its policies may incentivize confrontational practices.
For this passenger, the airline’s brand promise of low-cost convenience came at a steep price—and a viral moment that cost two agents their jobs.