Watching Matthew broke my heart. 💔Frontier need to teach their staff compassion because I do not know how they watched that poor man become that distressed and did not let that him pay for his luggage out of pure spite. Some people are miserable and evil. I will NEVER fly Frontier. I don't care how cheap they are! I pray Matthew is okay. 🙏
Mathew needs to get a credit card instead of being a baby. It’s not the airline’s responsibility to show compassion. They have a job to do and that’s what they train their employees to follow. Compassion has nothing to do with business. They’re not a bloody charity. All airlines prefer taking credit cards instead of cash because of the convenience in not having to be bothered with cash drawers.
Who said he was expecting compassion? He just wanted decent customer service, which he clearly did not get. Good businesses DO try to resolve customer service issues. Multiple customers being rejected for boarding because their bags were too big? BS LIES from spiteful staff, who were flexing on everyone because one guy was filming. Thanks to his video, though, they just lost many potential customers if the comments section is any indication.
@@MsTemptation Maybe his credit card was stolen and he only had cash? The posted offered to pay it for him. It's not compassion, it's empathy and it's a part of customer service.
I live in Denver, I wish I would’ve been able to help you and the other gentleman with at least a place to lay your head for the night… This is so terrible. I hate that you guys were treated this way especially in my city. Denver is an amazing place, don’t let these assholes deter you from Coming here again! The rest of our city is beautiful and kind and helpful!
The thing that gets me is these absurdly cheap people fly on this airline and somehow think they should get the same service the rest of us do on normal carriers. You get what you (over) pay for. If you take any sort of baggage with you, its rarely ever cheaper to fly frontier or spirit. Stop buying a busted pinto and expecting it to preform like a brand new Porsche. Frontier os good if you wanna fly to Florida for the day for lunch then fly back home same day. If you actually want you and your stuff to get where you're going, spend the extra money
They arent even comping people. I have a feeling they overbooked your flight. Something shady af going on. Heck maybe even the pilot was drunk or something. We need updates!! You should sue them !
Frontier is absolutely the worst. They advertise for really low prices but then you pay for your seat. Then they charge you for luggage and then of course they have horrible customer service who seem to not even speak or understand English. A couple of years ago in Philly all flights were delayed and the airport was packed. On the local news channel a woman asked when are we getting out of here? because she had work the next day. The customer service guy said I don’t know lady. It’s Frontier, you get what you pay for 😂😂😂😂😂😂😂true story.
The start was them saying my bag didn’t fit. After a short convo explaining it did fit and I traveled with the same exact bag on my flight to Colorado & them not agreeing is when I started to film. Had to reason to beforehand.
I’ve flew on Frontier, first time ever and it was the worst experience I’ve had on a flight from checking in to being onboard. Never again will I fly with Frontier again. I’ll pay extra costs to fly with other major airlines.
woowww this is crazy, my friend and i are supposed to book to orlando but videos like this make me want to get on my normal SW...we are ONLY considering frontier because fly vs drive but dang!!! i would be ticked off sooo bad!!
They were totally retaliating against you because of the camera. The audacity when we have cameras on us all day long 😮. Thank you for sharing this video David and now we know why they hate transparency. Frontier sucks and will lose lots of customers 🤦♀️. Hope you're ok David and that you had safe flight home. Just sorry that you had to pay double and I feel they should refund you. Have a great day 🙏😘🫶👍
This is a disaster. Both men should be given free future flights. The customer service reps are idiots. I’m flying frontier and pray to God nothing like this happens to me.
You get what you pay for! You chose to fly a cheap airline and these are the results! Plus frontier airlines employees get $10 per bag for each bag that they make a passenger check in!
Denver Frontier is the absolute Worse!!! For A hub and THE hub, They make those of who do make good impressions look bad! They all need to be replaced!!
@@Masculine.Values I’m about to fly from Atlanta to Chicago via Frontier. I’m well aware of what might happen even if I obey its policies. But I never know who I’ll meet. I can do the same if someone wants to be ugly like those rude flight attendants (record their nastiness without them noticing.
@@Masculine.Values Hello friend, I recently went through the same experience as you. I flew to the Dominican Republic from Miami, an international flight. Well, actually, I didn’t fly because they didn’t let me and my family, including my 4-year-old child, board the plane. Seven other people couldn’t fly either, so a total of 10 people were left behind. In our case, we had assigned seats, but they had placed the child next to the emergency exit, so they took our seats away and made us wait until the end to board the plane, only to tell us that we couldn’t board. The worst part is that they sent our luggage to the Dominican Republic without us. We had to buy another flight with a different company because the next flight they had was the following morning. We flew to the capital of the Dominican Republic, and our destination was Punta Cana, a 3-hour drive away. We took a taxi, and in the end, the trip cost us a lot of money, not to mention that we lost a day of vacation and went through a lot of frustration. They even called the police, and about 20 officers showed up just for us. I wrote to the company complaining, of course, and they responded by offering us a $250 voucher each. Obviously, I don’t want that because I don’t want to fly with them again. My plan is to write to the airport authority, the mayor of Miami-Dade County, the news outlets, and, if necessary, seek out a law firm. What did you do in the end? Do you think this will have a good outcome, or am I likely to lose against Frontier? Let me know if you need any more help!
He was at the gate and if the plane has not departed, they can open and let him on. This happened to me with SouthWest. The girl used her radio, then opened the door and let me fly.
Glad to see a class action lawsuit is now in play. The lady who started it has pictures of her bag fitting in the box of another airline with the same dimensions listed online as frontier. I can't wait to see someone put a tape measure to those boxes! I expect they will have a huge amount of people join the lawsuit.
I’ll never fly Frontier. That’s ridiculous! You were nothing but polite. I felt so bad for Matthew.; I hope he got home with no other issues. Thank you for posting this.
Well, I will say at first we were all fairly calm. Once they started to tell us that we were not gonna get on the flight we had to stand up for ourselves At this point we were not calm.
What was the conclusion to this story? I made it only 3 minutes into the video before my blood pressure necessitated turning it off. I’m not joking, I wish I could have watched but I was ready to jump through the screen and strangle them.
When security said " We've all dealt with Frontier... we know how they can be". 😳 Wow! This is obviously not the first bogus claim Frontier has made that security had to deal with.
Victoria was so awesome and off-camera, she explained how she had her own experience with frontier that she was waiting to get refunded for during Covid.
I WONT ever fly them…….however my husband flew them from Orlando to Harrisburg Pennsylvania. He was so excited to get his ticket for $138. The day before his flight he went on line to check luggage and found out he needed to pay another $148 for luggage and to pay for his seat. He could have carried it on for $7 less. The day he flew the kiosks were not working so he went to the counter to take care of luggage and they charged 😂🎉him ANOTHER $25 because they charged him for helping him to check in. He explained that the kiosk was not working and the rep said sorry but for me to help you it costs $25. Soooo total cost $311. DONT FLY FRONTIER……they are not customer motivated
I just don't know why people are still flying with them? I've heard they were crap since their inception. I thought it was common knowledge to avoid them. Unless there are dire circumstances there really is no reason to even think about Frontier being an option.
if I am there I also help Mathew , David God blesses you, I will follow you , when you offer to help Mathew, everything you do will repay, Thank you so much
Purchase an expensive new ticket on another airlines and then sue Frontier Airlines in small claims court for the difference. It's the only way this will stop.
WOW....This is unreal. I cannot believe the way this guy was treated. He never raised his voice and was never rude. This really needs to go VERY viral. I will absolutely NEVER fly Frontier again. I used to y with them a lot, but never again.
Leesburg1318 i believe it depends on the airline and how the employees will treat you and it also depends on what their mood is because if you say or do something and it gets to a certain point where it bothers them then yes they’ll let you know and then they’ll get snippy. If I had worked in customer service. I would never treat anyone like this
the front desk ladies look like when they were in highschool they sat in the back of the class, made fun of the teacher, got Fs, vaped in the bathrooms, and barely made it to graduation
How horrible for this to happen, customer service is a dying breed. Poor Matthew, I hope he makes it wherever he is traveling to. What a shame for the traveling community. SHAME ON FRONTIER AIRLINE !!!!!
Those are employees? I guess the airline doesn't have a dress code for their staff. Apparently they don't have an intelligence test for their employees either. The luggage fit the size requirements why are they harassing the passengers? I worked for a major airlines my entire life, I'm shocked at the behavior of the staff. They make it look like their passengers are inconveniencing them in some way.
I think they overbooked the flight ✈️, and didn’t want to pay you for your inconvenience. It was cheaper to give your money back, and the other passengers. I hope everyone made it home safe.
It's because if the flight was overbooked that's the airlines fault, but if they have employees makeup ridiculous lies then they can just say it was the employees' fault?
Though mysteriously would question that, how are they getting paid for how they're mistreating you and pretending they're helping, only to one hiding out whilst calmly making you tensed up.. REALLY REALLY sorry you had to be put up with this. I understand guys came and assisted to helping you direct right path get your fly back home. Regardless the trespassing was uncalled for and mistaken.
This is so upsetting to watch I feel so bad for everyone in this video :/ frontier needs to compensate you all for this and needs to be shut down entirely. It’s not worth the headache
Thank you for sharing your unfortunate experience with Frontier Airlines. Thank you for being professional on your side of the counter as a law biding, civil, and a respectful human being. I always tell my wife generally speaking, that you gotta be professional on the other side of the counter as well. You did just that, especially when the police arrived and left. This helps me look at how I handle sutuations like this, especially when places of business are not being professional. I will not fly Frontier Airlines in solidarity for your's and the other unfortunate passengers that had to experience such unprofessionalism displayed by Frontier Airlines. What a disgrace of integrity in any type of business. Shame on Frontier Airlines.
Thank you, I appreciate that. Do you know other people have seen this video and thought that I was out of line or I was being a menace. And the truth is I could’ve handled the situation better which is easier said than done when you feel like you’re being treated a certain way. Thanks again for watching in for your comment. You seem like a very reasonable human being.
Your demeanor is exceptional. Please never change as this world needs more people in it with your type of personality. ❤Sad that little brained people can make decisions to negatively impact a persons day/life. Great video. Thx
It's obvious they use the luggage as an excuse to deny boarding because the flight was overbooked.. Then when they realized that someone was taking photos of the luggage fitting inside, they had no excuse so they went to the back and began hiding. The reason why I would never fly on this airlines at this moment is because of safety.. If they act this way on the ground imagine what can happen in the air? I think the issue is everybody in the world right now is hiring low quality people..
From seeing this, I don't think I would ever fly Frontier. The claim that David is disturbing the peace is absurd. The staff just doesn't want him to film their inability to serve the public in a reasonable fashion.
I only flown with "Frontier Airlines," one time , and I will never and I mean never fly with them ever again. They charge me for baggage fees , that I already paid for. The customer service representative was rude to me. There need to be a class action lawsuit brought against for what they are doing to these customers.
And just to be clear, I wasn’t upset or angry at any of the employees or any police officers. I understand everyone was just trying to do their job, but I believe this is a larger problem within the company itself. And this type of policies are being pushed from the higher ups down the chain of command to the gate agents. I hope this brings awareness to everyone who is thinking about flying frontier, and what you might encounter if they over booked a flight don’t want to allow you to board or don’t want to reimburse you.
@@terriealabama7612 So wrong! He was accused by the employees of actions he did not commit. They had no problem lying about his behavior and other issues (like what luggage fits). Their lies against him have serious consequences: saying he harasses staff unmercifully could conceivably put him on the H.S. no-fly list. Or be trotted out to nullify any civil action he takes. Clearly, the Security agents there believed their every word, despite his having witnesses to testify to the contrary. Thank God he filmed. It's his only protection and proof against their lies.
The 1st cop did his best to escalate the situation. Glad you remained calm and other po po who showed up did so too (and understood the frustration dealing with that airline ... sounds like)
How outrageous! The treatment of these customers was abhorrent and completely indefensible. I would NEVER consider flying with Frontier Airlines. It's as if the executives are trying their very best to "fly" this business into the ground. I'm going to be cheering on the Florida woman with her $100 million lawsuit.
I once caught a flight on frontier to go to Miami for like $80, I thought it was an incredible deal. I had one medium size duffle bag and I also had a Kate Spade small bag as a personal item that only had about my wallet, cellphone, cash, AirPods and cough drops or something. They charged me $100 and I was confused because the lady told me it wasn't going to be a problem, well it was. Ironically when I headed back home, I wasn't charged anything. They clearly pick and choose when to charge people, and like the people in this video, the bag fit in the thing. I also had to use a card because they wouldn't accept cash and nowhere did it say that it would be card only. It was such a disappointment.
Dang, it’s the inconsistencies that do it for me. This is why I appreciate businesses like In N Out and Chick-fil-A because no matter where you go in the state you know the type of service you’re going to receive, but that is not the case with frontier, it’s been hit or miss.
No airline should be allowed to do this. When you cancel someone's flight for bs and then they have to pay some outrageous price for a different flight. Frontier should be held responsible for the difference in price seeing they did nothing to have their flight canceled.
Thank you. I’ve had my fair share of blowing up on people so let’s just say The Good Lord has been working on me and I’m not taking things as personal as I used to.
What a terrible service! And you sir, are so respectful, kind, mature… you stayed in control all the time. I hope you follow up on this. This deserves to be reported if not sued.
Frontier gate agents get a % of the gate checked bags, this is why any bag considered to be over sized by them is charged so you either pay for a checked bag at the gate of your not allowed to board. Basically it's luggage extortion, it is literally cheaper to send you luggage via ups next day than take it on your flight.
Executives at Frontier don't care about any of this. As long as they continue to sell cheap tickets, loosing a few customers here and there means nothing to them.
It’s not so funny when you’re being treated like trash. These are THEIR prices. If they can’t hire folks with good sense because they don’t charge enough….they should simple charge more. As it is they charge for picking a seat, for bringing a carry on, for personal carry on, for breathing..😂
@@froggybug it’s not funny when workers are treated like trash and abused by customers paying $50 or 5k for a seat… but when one pays $50 for a budget airline instead of $500 or 5k on a major carrier, the options for rescheduling and rerouting are pretty slim.
Wow I recently flew spirit airlines. My second flight ever and a man at the counter was asking passengers if anyone was willing to pay this woman’s baggage with a card in exchange for her hundred dollar bill and I ended up doing it. At first I thought it was some sort of scam cause I didn’t know you couldn’t use cash but seeing this makes me glad I flew with spirit even though they get some shit as being a cheap airline. At least they were polite and professional.
Wow, why don't the airline take responsibility and offer better customer service. If a passenger bag fits in the bin, how can they say no even when everyone sees that it fits This is ridiculous. There should be some explanation from Frontier as to why they can refuse these bags even when it's obvious they fit in the bins . That's such an irresponsible way to conduct business.And the help at the counter doesn't seem like they're properly trained.😢
Great work with the Female cop. Love to see that. As for Frontier. I saw the kind of employees they hire in general, The type that almost never mayke eye contact or shows any respect. By the way those attributes I mention transcend any color, race or sexual orientation. It's the weird attitudes of there employees that were a HUGE red flag. Its systemic in this organization. So, I literally do not consider frontier an Airline. In fact, I don't think of them at all because they are not worthy of such time in my life. Here I make the exception of giving them minor thought only because they still hurt and abuse noble honest people. Frontier is like the remains of sludge left after you refine a fine metal.
This is absolutely ridiculous.. and is pitiful. Sir I’m sorry that this happened to you and the other individuals involved. I hope each and everyone of those horrible people behind that counter looks at this video and sees how horrible they are. Remember you reap what you sow.. 😊
Wtf Frontier is worse than spirit! But if this was spirit passengers they wouldve tore that gate up and knocked all that stuff over; they knew what they were doing bc yall were so nice! Smh this is just horrible and sad to see how badly people treat one another but you my man are a stand up guy! 💯💛✨💫
I flew Frontier from Islip to Orlando and back, they were fine. The problem is, is that Frontier hires people that have absolutely no clue on what their doing. These employees need to be FIRED ASAP. It’s unacceptable that they’re doing this to people.
Totally think that the specific employees are either having a bad day or just need more training I don’t fault them but I do think they have some responsibility.
We recently flew frontier from Orlando to St Martin. We were moved from the rear row (happily) due to “weight & balance issues” but then the entire crew of attendants sat in the back row the entire flight talking very loudly about inappropriate personal subjects and never even offered service. We laughed but it was bad.
This should be investigated by the FAA and also the airline and if necessary remove from the job every employee involved on this type of issue. What kind of service is this? It is a shame.
It’s funny how “Divine Intervention “ works! I literally saw what I thought to be an amazing deal that Frontier offers… monthly unlimited pass for usually around $248 but is on sale now for $149! I don’t even have the money but I have mother and sister currently in the hospital and physical therapy back home (in NYC I stay in Dallas) and I thought maybe this is a blessing… but after watching this video and how disgusting you and others were treated I will NEVER fly with this airline. SPREAD THE WORD!!!
Wow! If I’m being honest it’s a great deal. The thing that I would be concerned about is if they cancel a flight on you or they somehow do you wrong and you don’t get reimbursed then you’re out the flight pass that you purchased possibly an overnight hotel room and then you still have to buy another ticket so all in all in a perfect world that flight pass will be a great deal, but it’s coming from an airline that doesn’t take responsibility for its mistakes.
Is this Denver? I just had a similar experience over a throw blanket and they wanted to charge me $100. I was with a group of friends and they got on the flight with theirs but hidden in some way. I spoke with a frontier agent in FL and she took my information and they sent me $100 check.
This is so infuriating! I'm so sorry that this happened to all if you! Shame on them! I'll never fly Frontier again as a result if their treatment of you. EVER!
This is beyond terrible. These people are supposed to be the face of the airline. I am very grateful for this PUBLIC SERVICE ANNOUNCEMENT. NO FLY FRONTIER. They need to be shamed.
Thank you I appreciate it. The female cop was definitely awesome honest respectful, and I enjoyed having a conversation with her. I definitely have learned my lesson and have not phone with them since
