A man who filmed himself being mocked and insulted by two Frontier Airlines desk agents has been issued a full refund and the employees in question have been removed by the company, according to an update to the viral video that swept across social media this week.
The man filmed his confrontation with several Frontier Airlines employees after he said they refused to allow him to check in for his flight, which was slated to leave in a mere 30 minutes.
In the video, which starts after the man was allegedly told he wouldn’t be allowed to check into his flight, employees can be seen mocking and laughing at the man as they repeatedly tell him - in decidedly…er…urban vernacular - that he won’t be making it onto the plane.
Frontier Airlines worker refuses to let a man check into his flight, taunts him as he tries rushing so he doesn't miss his flight.
— Collin Rugg (@CollinRugg) May 7, 2025
Man: "I paid for a ticket."
Worker: "You didn't pay $25 for an agent assist fee. Hello? And you thought you was gonna get on your flight. And you… pic.twitter.com/A6m3rb1KsO
“And you think ‘Oh, they gon’ check me in.’ I betchu we won’t,” one woman tells him, holding up her own phone to film the customer right back before hiding her employee badge.
“I paid for a ticket,” the man insisted.
“And you didn’t pay $25 for an agent assistant and you check in three hours later. Hello? And you thought you was gon’ get on yo’ flight,” the agent shot back.
She then mocked the man with dismissive hand gestures, repeatedly talking over him while her coworker laughed.
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“You’re not gon’ disrespect mama,” the other employee interjected, while the first woman taunted, “Make me check you in.”
“We good. We ain’t gotta worry about it,” the second worker reassured her, telling the man, “You ain’t gon’ get on your flight.”
The video left the internet pretty divided. Multiple commenters noted that it’s Frontier Airlines’ policy not to allow passengers to check in less than 60 minutes before their scheduled flight, and that the airline also charges an additional $25 fee to check in with an agent at the counter rather than use their app. Meaning the guy filming this whole scene is in the wrong for demanding the employees allow him to check in for a flight that was supposed to leave in half an hour, and for demanding they provide a service he didn't pay per a stipulation in the agreement he signed.
But according to the customer, identified by the New York Post as a 45-year-old married father of three, the gate agents had originally told him they'd check him into his flight despite his having missed the 60-minute cut-off by about 10 minutes - until, that is, they heard him mutter, “I’m never flying this sh—y airline again.”
“When I said that, the lady who I was talking to took a step back and gasped, and was like, ‘How dare you curse at me? I’m not checking you in. I don’t have to check you in.’ And my reaction was, ‘You will check me in.’ I think those were the words that I used,” he said.
He then ended up paying another $500 for a JetBlue ticket to get home.
Frontier Airlines apologized for the employees' behavior and issued the man a full refund for his missed flight, telling the New York Post that the employees, who they said work for a third party company, "are no longer associated with the Frontier account.”