Frontier Airways confirms gate agent 'incentive' for luggage charges after viral TikToks

(KRON) – Frontier Airways is dealing with some criticism over a coverage that pays gate brokers a bonus for catching oversize baggage, and it’s getting consideration on social media.

A supply aware of the scenario tells Nexstar’s KRON that if the coverage is getting used to cost prospects with out trigger, the airline could possibly be breaking the legislation.

Flying a funds airline can have its benefits when you want probably the most reasonably priced ticket or need to get someplace last-minute for a low value. Nevertheless, when the “hidden” charges begin piling on, you might end up with a a lot greater invoice than you anticipated.

Prospects flying on Frontier Airways have introduced their complaints about one such price to TikTok, and the movies are going viral. One person reveals how she and one other buyer’s private baggage each match simply into the private carry-on baggage checker on the departure gate. Nevertheless, she and the opposite passenger have been required to pay a $99 private merchandise price when the gate brokers mentioned the luggage have been too massive.

The person explains in later movies that she and the opposite traveler have been denied boarding after filming their baggage becoming into the bags measurer. She mentioned each had already paid the private merchandise price after they have been then denied entry onto the airplane. Frontier’s baggage charges fluctuate relying on once you pay, with a price booked on-line over 24 hours earlier than the flight almost half the price of a price paid on the departure gate.

When KRON reached out to Frontier Airways for touch upon these complaints, the media staff mentioned that the “carry-on bag measurement requirement” the airline had established was not “constantly utilized” to all prospects. The airline says this was unfair to the “majority” of shoppers who do pay for carry-on baggage upfront.

Some commenters on the viral movies identified that Frontier Airways has rolled out a brand new coverage that reportedly pays gate brokers a $10 bonus for every bag they’ll cost for on the gate. When requested concerning the bonus, a Frontier consultant mentioned it’s only meant to “incentivize” their staff members “to make sure compliance with the bag measurement necessities to make sure all prospects are handled pretty, together with the bulk who adjust to the foundations.”

DOT’s Workplace of Aviation Client Safety is the principle investigator of bags complaints in regard to airways. This company gives an in depth dashboard for flyers to know their rights when touring with airways.

An incentive program the place brokers can earn bonuses for flagging oversize baggage doesn’t violate the legislation. Nevertheless, if that incentive program in the end causes brokers to improperly classify a bag as outsized so as to cost a further price with out trigger, that may be a violation of the legislation, a supply informed KRON.

The DOT additionally lays out what customers can anticipate from airways that “involuntarily bump” them from a flight. The DOT web site states that step one is to file a criticism with the airline. If that doesn’t resolve the difficulty, the shopper can then file a criticism with DOT.

Frontier Airways supplied the next assertion to KRON on the viral movies:

“Prospects are clearly knowledgeable about our bag measurement guidelines throughout the reserving course of and are reminded previous to check-in and once more throughout the check-in course of. Signage at our ticket counters and gates additionally present reminders. Luggage might be bought at any level previous to boarding at lowered value.

As prospects are boarding, these with private gadgets that could be outsized are requested to position their baggage within the sizer. Luggage should match fully within the sizer with out protruding. It is usually necessary to notice that every buyer is allowed just one private merchandise. Prospects who want to carry a second bag onboard, even whether it is of a private merchandise measurement, must buy a carry-on bag.

We now have on quite a lot of events investigated particular claims by prospects who say they have been unfairly charged for a bag on the gate and usually discover there’s extra to the story. All complaints are taken significantly and customers are inspired to contact our Buyer Care staff with any considerations.”