Frontier Airlines is currently under fire after it was discovered that its employees are given a $10 incentive when they impose the fee for oversized luggage on a passenger.
Videos by Rare
The revelation came to light after Salt Lake City journalist Dyana Villa went insanely viral for posting TikTok videos showing herself and another passenger being told that their carry-on bags didn’t meet the size requirements for a flight they were taking from Ronald Reagan Washington National Airport to Denver.
One commenter on TikTok alleged that Frontier Airlines employees receive a commission each time they charge for oversized bags. Villa also claimed that she spoke with a Frontier Airlines flight attendant who confirmed the $10 bonus incentive.
Frontier Airlines Under Fire
A spokesperson for the airline told The Independent that the bonus is “simply an incentive for our airport customer service agents to help ensure compliance with our policies and that all customers are treated equally.”
Villa’s story started gaining views as she urged individuals to sign a petition calling for an end to Frontier Airlines’ practice of overcharging passengers. In her videos, Villa and another passenger are seen at the gate in Washington, D.C., placing their bags in the measurement bins in order to check if they fit in the overhead compartment or under the seat of the airplane before officially boarding.
“I was told my bag was too big for a personal Item, yet when I put it in the measuring bin…It fit perfectly fine. This happened to two other individuals and we were charged $100,” Villa said in her petition.
“One of the passengers even had to throw away all of her personal belongings to the trash in order to fly because they closed the gate on us. After paying I finally got on, but little did I know the nightmare I would live in Denver.”
“I was filming my bag to prove my bag fit in the bin, and I was denied the access to fly to Salt Lake City because of the video. I was told I could not film because it was private property and I did not have consent to film my bag,” she continued.
The Frontier spokesperson went on to tell the news outlet that the videos didn’t actually show the whole side of the story. “The video fails to show that the customer using the sizer box had an additional carry-on bag,” the spokesperson stated.
“Each customer is allowed one free personal item that must fit within the smaller sizer box. This customer had more than one bag and they were not able to combine them into a single bag that fit in the personal item box.”
When traveling with Frontier Airlines, all passengers must make sure that their carry-on doesn’t exceed 24 inches in height, 16 inches in width, and 10 inches in depth. The carry-on must also weigh under 35 pounds, including handles, wheels, and straps.
The personal bag can’t be larger than 14 inches in height, 18 inches in width, and 8 inches in depth. If the size or weight of a bag exceeds these limits, travelers may be charged a fee ranging from $50 to $100.