A woman has criticised Frontier Airlines’ luggage policy, with claims that the company “gaslit” passengers into paying to bring their bags on a flight.
Moriah, who goes by the username @moriahdoesmagick, reflected on her flight with Frontier from Las Vegas, Nevada to Charlotte, North Carolina in a recent video on TikTok. She said that two days before the flight, she discovered her reservation was separated into two and that she was making a stop in Denver, Colorado, where she’d get a connecting flight to Charlotte.
As a result, she claimed that she and her friend had to “re-check” their bags and each pay for “two sets of bags”, resulting in $250 spent on luggage.
“Every single person who got on that plane, [the airline] was making them put their stuff in the personal storage container,” Moriah explained. “And literally, we’re looking at people whose bags were completely in the storage container, and [workers] being like, ‘It doesn’t fit.’ And the person who they were talking and everyone around them were like: ‘What the f*** are you talking about? Like it fits perfectly. They were just gaslighting these people.”
According to the company’s official website, passengers on Frontier are allowed one personal item that is “14”Hx18”Wx8”D, including handles, wheels and straps”. If the items are not this size, they will be charged an additional cost during boarding. Passengers can check their bags or bring another carry-on on the plane for an additional cost.
In her video, Moriah claimed that the bags fit in the sizing tool, which is what is used to determine if personal items are too big for the plane. However, she claimed that airline workers still told passengers that the bags were too large and they had to pay.
“They were just gaslighting these people. They were like: ‘You can go and pay at the desk or you’re not getting on the plane,’” she said. “I watched them do this to literally so many people.”
She said that when she and her friend got on the plane with their “backpack style purses”, they noticed a woman ahead of them who “repacked her backpack” four times to make it fit in the size container, even though it allegedly already fit in the first place. Moriah said that when she told the Frontier employee that she couldn’t afford to pay for her carry-on, they told her it…
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