One woman has criticized Frontier Airlines’ baggage policy, claiming that the company “incited” passengers to pay to bring their luggage on board.
Moriah, who goes by the username @moriahdoesmagick, reflected on her flight with Frontier from Las Vegas, Nevada to Charlotte, North Carolina in a recent video on TikTok. She said that two days before her flight, she discovered her booking had been split in two and that she was stopping in Denver, Colorado, where she would have a connecting flight to Charlotte.
As a result, she said she and her friend had to “recheck” their bags and each had to pay for “two sets of bags,” resulting in a $250 spend on luggage.
“Every single person who got on that plane, [the airline] Moriah explained. “And we are literally looking at people whose bags are completely inside the container and [workers] like, ‘It doesn’t fit.’ And the person they’re talking to and everyone around them is like, ‘What the hell are you talking about? Like it fits perfectly. They are just igniting these people.”
Based on Company’s official website, Frontier passengers are allowed one personal item measuring “14”Hx18”Wx8”D, including handles, wheels and straps”. If items do not come in this size, they will incur additional costs upon boarding. Passengers can check in their own luggage or bring other hand luggage on board for an extra fee.
In her video, Moriah claims that the bags fit the sizing tool, which is a tool used to determine if personal items are too large for the plane. However, she said airline staff were still telling passengers that the bags were too big and they had to pay.
“They are just sparking these people. They say, ‘You can come and pay at the desk or you won’t get on the plane,'” she said. “I’ve watched them do this to a lot of people.”
She said that when she and her friends boarded the plane with “backpack-style purses,” they noticed a woman ahead of them had “repacked her backpack” four times to it fits the size of the carrying case, even though it is supposed to fit. right from the start. Moriah says that when she told Frontier staff she couldn’t afford to pay for her hand luggage, they told her “no [their] problem”.
From there, Moriah offered to help and told the woman to give her some of her clothes, as the stranger initially said she was “going to throw away her clothes” to make the bag smaller. . However, TikTok users claim that Frontier was not pleased when she suggested storing these clothes in her bag.
“So she gave me like a couple of jeans, a shirt, whatever, right? And we worked it out,” she said. “Those people saw me doing that and got angry. They feel uncomfortable.
She also testified that Frontier workers responded by asking her to remove layers of clothing and accessories she was wearing, including belts and sweaters. She said she only kept her t-shirt and pants, before Frontier told her to put the other clothes in her bag and put them in the trash.
“They told me that if all that and plus [the woman’s] things can’t fit in a personal box, they won’t let me on the plane, or I have to pay,” Moriah added.
She goes on to admit that as someone who travels a lot, she realizes that the “cheap flights” offered by airlines like Frontier are “not worth your time”, due to the amount of money she spends. He paid for the luggage.
Talking to independence, Moriah says she ended up not paying extra for her personal items. She said: “My best friend and I split what I have so we each have a fair amount of stuff in the trash. “Frontier was completely unhappy about me helping her and none of us paying. The glares from the staff were sharp and the anger was palpable.”
She also described how shocked she was by Frontier staff’s reaction to the woman who said she couldn’t afford to check her bags.
“I think the most horrifying part of the incident is how mean these employees really are. This woman was almost in tears. I’m not a confrontational person and I can’t imagine that situation if I wasn’t there,” she said.
As of May 25, Moriah’s video had more than 179,500 views, with viewers commenting critical of Frontier and its handbag policy.
independence contacted Frontier.
This isn’t the first time travelers have spoken out about their experience with Frontier. Last month, a man named Cole shared a video on TikTok recounting the “craziest experience” he had with the airline, in which Frontier lost his checked baggage before the employee’s grandfather. the airline brought it to him. In the video, he also claims that when passengers boarded the plane, airline staff told them their personal items didn’t fit and needed to be checked.
“They send everyone to the counter,” he announced. “Everybody is, like, filming. Some people cried because they were too tight, and everyone’s bags really fit.”
In March, the low-cost airline was also criticized after a passenger claimed to be charged $100 to check if a bag would fit the size requirements. Dyana Villa shared a video of her experience traveling with Frontier on TikTok, in which she and her friends can be seen stuffing their bags into the luggage sizer. She then shared an update and claimed that she was contacted by a Frontier Airlines flight attendant who said employees are eligible for a $10 bonus for each piece of luggage they take. inspection and collection of fees.
A spokesperson for Frontier said independence that the fee “is simply an incentive for our airport customer service agents to help ensure compliance with our policies and that all customers are treated equally. “