Frontier Airline Agents Fired After Video Mocking Passenger on Camera Goes Viral [WATCH]

Frontier Airlines has severed its relationship with two contract workers involved in a widely viewed confrontation with a customer at Raleigh-Durham International Airport.

The airline confirmed the termination of the two individuals following a May 2 incident at the airport’s ticket counter, which was captured on video and shared on social media.

The incident unfolded when a 45-year-old passenger attempted to check in for his flight to Boston roughly 50 minutes before departure.

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According to Frontier’s policy, passengers are required to check in at least 60 minutes prior to departure if using the electronic kiosks.

After missing that cutoff, the man approached the counter and was informed by the gate agents that he would need to pay a $25 “agent assist fee” to proceed with check-in.

Video footage shows the exchange escalating after the customer questioned the fee. Although he ultimately agreed to pay it, the two Frontier contractors refused to check him in and instead began filming him on their phones.

The customer, whose name has not been released, responded by recording the incident as well.

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In the video, one of the workers can be heard mocking the customer. “And you thought you was gonna get on your flight?” the employee says, as the second worker laughs in the background.

The employee then tells the man, “Can you please leave, sir? Can you please leave my personal space?”

The customer pushes back, saying, “I’m not in your personal space. This is not your personal space. You work for a company. This is not your personal space.”

Frontier Airlines video goes viral after a man tried to check in 30 minutes before the flight; with employees refusing check in then filming and mocking the passenger.

Who is in the wrong? pic.twitter.com/iNjfg0RyOI

— Oli London (@OliLondonTV) May 7, 2025

The recording shows one of the contractors leaving the counter while the other appears to disengage, saying the issue was not their concern.

The exchange lasted approximately 20 minutes, according to a report by the New York Post.

The customer stated he was forced to purchase a $500 JetBlue ticket to get home after being denied boarding by Frontier.

He told the Post that during the exchange he expressed frustration, saying, “I will never fly on this [expletive] airline again,” which he believes provoked the agents’ behavior.

Frontier Airlines responded to the incident by confirming the termination of the contractors and providing reimbursement to the customer.

In a statement to TMZ, the airline 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.”

The airline also confirmed to Newsweek that it reimbursed the customer for both the original Frontier flight and the JetBlue ticket he purchased afterward.

The incident adds to a growing list of airline customer service encounters that have gone viral in recent years, often leading to disciplinary action, policy reviews, or broader industry discussions about passenger treatment and third-party staffing practices.

Frontier has not announced any changes to its agent assist fee policy or check-in procedures following this event.

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