A confrontation at Raleigh-Durham International Airport has gone viral after a Frontier Airlines passenger was mocked by gate agents during a dispute over a surprise check-in fee.
The incident unfolded when a 45-year-old man arrived about 50 minutes before his flight to Boston and was unable to check in via the kiosk, having missed the airline’s 60-minute cutoff. When he approached the counter, he was told he’d have to pay $25 to check in in person.
Frustrated, the passenger voiced his displeasure, reportedly saying he would never fly the airline again. In response, agents began filming him and taunting, “You thought you were gonna get on your flight?” The passenger was denied boarding.
Airport police intervened to calm the situation. The man ended up purchasing a $500 JetBlue ticket to continue his trip and later filed a complaint.
Following public backlash and an internal review, Frontier refunded the passenger and confirmed that the agents involved, who were employed through a third-party contractor, are no longer working with the airline.
The incident has reignited conversation online about airline policies, hidden fees, and customer service standards.