A traveler has claimed that Frontier Airlines lost his luggage on his flight before the grandfather of an airline employee brought it to him.
In a video recently posted to TikTok, Cole, @madeleineandcole, recounted the “craziest experience” he had with Frontier Airlines during a flight from Denver, Colorado, to Hartford, Connecticut. He explained that when he arrived at the airport, he had a personal bag for the flight and paid to check the bag.
When he searched his bag and went to security at the airport, he said, everything was “okay”. However, as soon as he reached the gate, the airline workers began looking at the passengers’ personal bags.
“They line up all of us and they’re like, ‘We’re checking everyone’s bag size,'” he explained. “And it wasn’t just a normal check… Somebody tried to take the phone out of the bag and they said, ‘Nothing in your pockets. ‘ What?”
Cole claimed that when someone tried on a jacket, the airline operator said no and claimed that each person could only wear “one jacket”. He explained that people continued to put bags in the baggage allowance, which is used to determine whether or not personal items can be placed on the plane. When people were carrying bags with “hanging straps,” workers allegedly told them the items could not be placed on the plane.
According to the official Frontier websiteEach passenger is allowed one personal item on board, which must be “14” H X 18″ W X 8″ D including handles, wheels and straps”. If the items are not of this size, they will be charged extra during boarding. Passengers also have checked bags or get a carry-on bag when boarding for an additional cost.
Cole claimed in his video that workers proceeded to check passengers’ luggage before sending them to the counter to check their stuff.
And he claimed: “They sent everyone to the table.” “People were, like, photographed. Some people were crying because they were so clingy, and people’s bags actually fit.”
The TikTok user said that when he saw this, he put his “jacket” on and dumped a few things before putting his suitcase into a suitcase size. He claimed that when an airline worker told him his bag still “didn’t fit”, he demanded that he put it back in the bag. In response, she allegedly said “no”.
From there, he claimed to have “sneaked” out of class to unload more items from his bag. When he got back in line, he said he got the bag to fit because the airline operator was “handling someone else.” So, he was able to grab the bag and take it on the plane with him.
He went on to say that he asked a staff member to bandage a wound when he got on the plane, but he claims the flight attendant told him no. He later obtains a bandage from another worker.
Once he arrived, Cole claimed he waited “20 or 30 minutes” in the baggage carousel for the checked baggage. After noticing the information desk was closed, he said he was finally able to talk to someone from the TSA, who told him, “Oh, yeah, Frontier doesn’t have a department right now.”
Cole said the TSA agent told him “usually the valet would drop off” and show passengers where their bags were. Rather than wait, Cole decided to go home and head back to the airport the next morning to pack his suitcase.
Upon returning the next day, Cole said his bags weren’t in the airport baggage room so he had to “make a claim” for the missing bag. He was also apparently told by an airline employee that they could not track his bag.
Cole said he made another complaint to Robot Frontier before it was then transferred to a “human”.
So I was like, ‘Hey, I’m sorry I’m short with you. I’m not mad at you. I just can’t believe how helpless I feel right now. Because literally not a single outlet has given me any material of information as to where my bag is,” he explained of the ordeal.
In a follow-up video, Cole shared a situation update and revealed that he got his bag back over 48 hours after he landed.
He said that after staff called him to tell him his bag would be delivered, he received another call from Frontier about the person who had dropped it off.
He’s like: ‘Hey, I just wanted to give you an update on your bag. One of our Frontier Drivers is in the hospital, so I got it so far, but Grandpa will actually drive it to you,” Cole recalls. I didn’t think I’d get my bag.”
Cole then remembers that Grandpa had been driving to the wrong town in Connecticut, which was “three hours north” of where the hitchhiker lived. However, the worker’s grandfather headed home and unloaded his luggage.
He added, “He drove a bunch of overtime, and that guy’s grandfather seems pretty crazy.” “I can’t believe that this Border Officer was in a position where he would have led his grandfather into it.”
As of April 7, Cole’s two videos have over 539,200 views. Several TikTok users in the comments criticized Frontier.
“Honestly, I feel like low-cost airlines end up costing more money and hassle,” one wrote.
“Frontier: You can’t carry your bag with you on the plane, but you also can’t carry it after you land. Another added.
A third wrote: “These airlines are acting as if their passengers are bothering them.”
Other people shared their reactions to the airline employee’s grandfather dropping off his luggage and asked more questions about the experience.
“Grandpa’s delivery,” someone wrote, along with three laughing face emojis.
“I have a lot of questions but what about other people’s bags??” Another added. “Did Grandpa drive up and take those down too??”
The Independent Contact Cole and Frontier Airlines for comment.
This isn’t the first time travelers have shared their difficult experiences with Frontier. Last month, the budget airline came under fire after a passenger claimed he was charged $100 for checking a bag that appeared to fit the size requirements.
Dyana Villa shared a video of her experience traveling with Frontier on TikTok, where she and her friends can be seen packing their suitcase into a luggage size. She later shared an update and claimed to have been contacted by a Frontier Airlines flight attendant, who said employees were eligible for a $10 bonus for each passenger bag they checked and charged for.
A Frontier spokesperson said The Independent The fee is “just an incentive for airport customer service agents to help ensure compliance with our policies and that all customers are treated equally.”
The spokesperson dismissed Villa’s baggage complaint claiming that the traveler had brought a second hand baggage.
They said, “Each customer is allowed one free personal item, which must fit in the box of the smaller size.” “This customer had more than one bag and was unable to combine them into a single bag that would fit in the personal item box.
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