Meet The Most Annoying Customer Service Reps. In The World…
Video of two agents working for Frontier Airlines in North Carolina has gone viral after they taunted and mocked a customer who took issue with paying a check-in fee.
The passenger began filming the exchange when the agents refused to let him board his flight with almost an hour to go before take off, claiming he had left it too late and needed to pay the $25 fee.
The customer told the New York Post that the staff rudely told him it was his fault for missing the 60 minute check in window and began teasing him instead of trying to de-escalate the situation.
Frontier Airlines worker refuses to let a man check into his flight, taunts him as he tries rushing so he doesn't miss his flight.
— Collin Rugg (@CollinRugg) May 7, 2025
Man: "I paid for a ticket."
Worker: "You didn't pay $25 for an agent assist fee. Hello? And you thought you was gonna get on your flight. And you… pic.twitter.com/A6m3rb1KsO
“They all kind of started chiming in, ‘Well, you should have checked the website,’ like not in a professional or polite way. They were like, ‘it was your fault for not checking the website. Sorry, it’s on you,’” he said.
After reluctantly agreeing to pay the check in fee, the customer said he would never fly on the “shitty” airline again, and that’s when the agents refused to let him board.
The video, which has 12 million views on Collin Rugg’s X account alone, shows the pair of women waving their phones at the customer, presumably filming him as he was filming them.
They are seen laughing at the customer, with one stating “You didn’t pay $25 for an agent assist fee. Hello? And you thought you was gonna get on your flight. And you thought you was gonna get on your flight,” repeating the phrase as infinitum while waving her hand in an infuriating rhythmic motion.
A third agent, an older man told the customer that he would “never be allowed fly with the airline again.”
The customer was not allowed on the Frontier flight and had to buy $500 JetBlue ticket home.
Following a complaint to the airline and submitting the footage, he was reimbursed.
A spokesperson for the airline said in a statement that the company is “aware of what occurred and have been directly in touch with the customer.”
“The individuals in question, who work for a third party contractor, are no longer associated with the Frontier account,” the statement further noted.
A happy ending then.
While no one is questioning that the guy should’ve turned up earlier, the unprofessional and arrogant reaction of the agents has prompted massive backlash.
A customer should never be treated like this, which is why I don't really care what happened before this.
— Collin Rugg (@CollinRugg) May 7, 2025
To piss him off. That's the only reason. Totally unprofessional.
— Collin Rugg (@CollinRugg) May 8, 2025
Frontier is working hard to become the new Spirit Airlines!
— Nick Sortor (@nicksortor) May 8, 2025
I've seen this repeating things over and over behavior from a certain community. Can anyone explain it for a sociological standpoint?
— Bilious72 (@bilious72) May 7, 2025
There is a reason Frontier is the worst rated airline to fly.
— John Hittler (@EvokingGenius) May 8, 2025
They have rules against anything that makes sense. In this clip, they taunt a passenger, rather than help.
Bankruptcy is the right move for them.
I have heard this treatment of customers is part of a top down culture at Frontier. You complain about service you get laughed at and not allowed to board.
— Steven Baker, PMP (@STEVEPMP) May 7, 2025
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