A Frontier Airlines check-in agent admitted to a customer, “Yes, I am discriminating.” And they proceeded to charge a wheelchair passenger for transporting their medical equipment.
A newly-paraplegic traveler flying Frontier 4171 from Trenton to Tampa reports trying to check a small medical-supply bag — which is required by law to be accommodated free – but was forced to pay cash instead. (Frontier outsources airport operations, and lists the ground handler at each airport, at Trenton it is Worldwide Flight Services.)
The agent refused the bag outright. Even after a nearby TSA officer confirmed nothing was prohibited (which doesn’t mean it complies with airline policy), the agent insisted the item was “too big” to ride for free and told the customer to get “TSA approval” first.
When the traveler asked for a supervisor or a Complaints Resolution Official (CRO), she flipped her badge, hid her last name, and kept working other customers. The customer reports that on video she answered “Yes, I’m discriminating.”
Blatant Discrimination from Frontier Airlines
byu/Routine-Courage-3087 infrontierairlines
The passenger bought a bag fee online — so the agent wouldn’t earn the $10 commission Frontier pays its staff for each bag — did she finally tag it.
Multiple commenters online report that the same employee at the Trenton airport has been charging disabled travelers fees for transporting medical equipment. Yet assistive devices and medically-necessary supplies travel free and do not count toward baggage limits. And every U.S. station must have a CRO, on site or by phone, who can overrule frontline staff on disability issues.
The Air Carrier Access Act doesn’t provide monetary compensation for failing to comply, but the customer appears entitled to a refund. They should file a DOT complaint, and Frontier would have 30 days to respond. Non-response or non-compliance can carry significant penalties.
Recently, video I shared of a Frontier Airlines check-in agent went viral worldwide when then agent refused transportation to a passenger who complained about having to pay a fee for the airline to print them a boarding pass.
Post about the “The Miracle Over the Mojave”!
I could make a nasty comment, but it would be too easy. Should be fired.
A good lawyer should be able to convince anyone that the “yes I’m discriminating” words were a form of stylistic emphasis and not intended to be taken literally as illegal discrimination
The agent was doing a thankless job that Frontier spitefully imposed both on the agent and on the passengers. This isn’t the only way Frontier screws everybody over.
Frontier makes money through these predatory tactics and they don’t pad their seats enough so your ass hurts on any more than a 30 minute flight.
They don’t clean their lavs either, there was shit all over the last one I used.
I had the choice of
$39 frontier LGA-MIA
$79 united basic economy EWR-MIA
trust me that United fare would have been well worth it even if I were commuting to Newark on foot from eastern Queens
I simply cannot fathom treating a human being like this, let alone a NEWLY paraplegic person transporting their medical supplies.
Some airlines giving out commissions for bag enforcement is new to me. Seems ripe for issues.
@ Gary — The agent should be fired and her company should be fined
She should be fired, but I won’t hold my breath waiting for that to happen. I also wouldn’t expect the current FAA to enforce the law. It is more apt to ropose changing the law to allow medical bags to be charged for.
Fire the employee. Fine the airline. Free tickets for the passenger.
@Unintimidated — Speaking of bathrooms and Eastern Queens… Flushing!
Why does anybody fly Frontier Airlines? Good grief!
Not surprised by this from past experience — I applied for a job when I was a boy and was disqualified because I’d failed the stoner’s test — and after my medical doctor told me it was a reaction to a drug I take regularly for the past 40 years, I tried to appeal the decision with Frontier — they were not interested, their decision was final.
So, I believe that also is an EEOC violation to add to the violation of the Americans with Disabilities Act, but they don’t care. There are no sanctions whatsoever for breaking laws in our country, unless you’re poor and unconnected — in which cases the book is thrown at you.
This is the world we live in and it is the world we have as a collective created — didn’t we just reëlect the Felon-in-chief to break any law he wishes to?
Lie in your bed.
@ American — Excellent question. Spirit is very pleasant, but you couldn’t pay me to fly on Frontier. Any airline that allows gate agents to earn a commission for forcing you to check a bag is a no-go for me.
It’s only a matter of time before all of the airlines start charging (and likely charging more) for carry-ons as well as checked bags. There’s too much money being left on the table.
Racism goes both ways. Let’s see we had the agents at RDU and now this. Memories of Kingston, Jamaica.
Fly a trashy airline and there’s a good chance that you will be treated like trash. Moral of the story, don’t fly a trashy airline.
@Gene — I just found out about this today so might be wrong but apparently Spirit does this as well.
A thug airline staffed with thugs straight outta the hood. She’s just another mad angry black woman who thinks whitey should bow to her
@Larry- I see a rogue employee seeing an opportunity to make cash for herself.
@1990- “Flushing”, good one, one of your best all time! Keep going sir!
@Larry Hyatt — Nah, looks like “management material…” to me! Bah!
@JOHN — At your service, my liege.
Is there anyone working for Frontier who *didn’t* end up there because their pussy got too dried up to work the street corner anymore?
My husband ran into the same problem with Alaska Airlines. He has a cardiomems device so his cardiologist can track his heart function. Cost him $100.00 to check. I called customer service and spoke to a very nice lady who read their policy. So ambiguous! Basically it could go as carry-on but it’s too big to fit under the seat or in the overhead bin. Plus it’s too heavy for him to lift to put into the bin. He could’ve talked to a supervisor who could waive the fee but she was already dealing with another passenger. I’ve written AKAIR but it’s too early for a response. We shall see if anything happens. I believe ALL airlines needs to address this.
Well @Ron Mexico seems like you have some degree of expertise in this area since it was the first thing that came to your mind. So, maybe you tell us.
Unintimidated is really off base here. Sure, Frontier is horrible, but so is the attendant. They should not be employed in any business dealing with people of money. Oh, I guess I mean anywhere!
You gotta be hood tough to deal with Frontier’s airport staff. They will curse you out. I had to put a Frontier agent (Atlanta) in his place a few months ago after he made a little smart comment. He backed off after I started taking off my wig and removed my earrings.
@ L737 — Maybe I have avoided harassment on Spirit by “Going BIG”?
@Gene — Go big or go home, that’s the Spirit!
I’ll bet my next paycheck that I can guess the Frontier agent grew up eating fried chicken and watermelon