Two passengers fit personal items in Frontier bag size checker. Then a worker steps in: ‘Looks like a scam to me’

Two separate passengers decided to fly with Frontier, but it ended up costing them time and potential bag fees. That’s because right before both passengers got onboard, a Frontier gate agent stopped them to see if their bags were the correct size. In one case, a gate agent didn’t allow a man to board a flight. In another, it’s unknown what consequences a woman in the same situation faced.

TikTok account @ChinGuns, which focuses on accountability-based content for grocery stores, car rentals, and other companies, posted clips of two separate customer encounters with Frontier that have since garnered over 90,000 views. The account wrote that “the worst airline in [the] USA [is] Frontier Airline.”

Since then, other commenters have added their own experiences with Frontier, with many agreeing that it may be one of the worst carriers—particularly for passengers seeking a stress-free experience.

Why did Frontier refuse to let the first passenger board?

In the first video @chinguns posted, a Frontier gate agent is clearly seen blocking a man from boarding his flight.

The man repeatedly says that his bag “fits,” while pointing to a backpack he was bringing onto the flight as his personal item. In the video, the man takes the bag out of Frontier’s size checker and slides it back in multiple times, showing that it securely goes inside. The gate agent refutes this and insists the bag does not fit.

In the video, the Frontier gate agent tells the man that “it [does not] fit,” and that he was forcing the backpack to slip inside the carry-on size checker. The man retorts, “I’m not forcing anything, it fits.” She then tells him to step to the side, as he’s not boarding the flight. He once again tells her that the bag fits, but she argues back that he’s holding up other passengers. Eventually, the man walks away, cursing.

Frontier has an additional upcharge for carry-on items, but it does not have one for personal items. That means that customers generally have to have their bags fit within the relatively small  4″H X 18″W X 8″D dimensions to avoid a bag fee when boarding, as “Items larger than the allowed dimensions are subject to an additional charge.”

Why did Frontier make a passenger “re-test” her bag?

In a second clip, a different passenger attempts to board a Frontier flight. This time, a woman tests the bag checker and sees that her bag very clearly fits inside the device. But instead of letting the woman and her family board, a gate agent repeatedly tells the group to “step on the side” and pay for their personal items. 

The woman then approached another gate agent and said, “Excuse me, my bag fits inside.” The gate agent made her put the bag back in the device, which she complied with. When gate agents realized she was recording the encounter, they asked her to put her phone away. 

The woman refused but ended her clip to continue her conversation.

Do Frontier employees get commission on bag fees?

In both clips, passengers were asked to “re-test” their bags to ensure they complied with the size restrictions. In the first video, a Frontier employee claimed that the man was “forcing” the bag in. While viewers weren’t able to see whether the second woman got her bag on the flight, context clues point toward her experiencing the exact same thing.

Commenters argued that Frontier Airlines was deliberately making passengers with slightly larger personal items pay to check their bags. After all, Frontier charges customers for anything other than their personal item. The fees for carry-ons and checked bags are much higher at the gate, something that the airline notes on its website. 

One commenter claimed, “Frontier associates get paid a kick-back for bag fees!”

This may sound like a conspiracy theory. But it’s actually true. Frontier is one of only two carriers that pays employee bonuses to “catch passengers allegedly not following airline bag policies.” When Frontier gate agents catch a bag going on a flight that just barely meets the size requirements, they’ll often force passengers to examine it over and over again or simply tack on a carry-on bag fee.

For that reason, commenters recommended switching to other airlines or being careful in the future to only bring very small personal items on any Frontier flight.

We’ve reached out to TikTok account @chinguns via TikTok direct message and via TikTok comment to source the video. We’ve also reached out to Frontier Airlines via email. We’ll let you know if they respond.

@chinguns The worst airline in USA Frontier Airline #frontierairlines #customerservice ♬ original sound – ChinGuns