Overview

• The incident occurred last Friday at Raleigh-Durham International Airport when a passenger missed Frontier's 60-minute check-in deadline and was charged a $25 fee.
• A video capturing two gate agents mocking the passenger during a heated exchange went viral, amassing millions of views online.
• The agents, employed by a third-party contractor, refused to check in the passenger and filmed him while taunting, 'You thought you were gonna get on your flight?'
• In response to the public backlash, Frontier Airlines terminated the agents and refunded the passenger's original flight, also covering his $500 JetBlue ticket home.
• The incident has reignited debates over low-cost carrier policies, customer service professionalism, and the impact of social media on corporate accountability.