The traveler claimed that Frontier Airlines had lost his luggage during the flight before his grandfather, an airline employee, brought it to him.
In a recent video posted to TikTok, Cole (@madeleineandcole) talked about “the craziest experience” he had with Frontier Airlines while traveling from Denver, Colorado to Hartford, Connecticut. He explained that when he got to the airport, he had a personal bag for the flight and paid to leave the bag.
He said everything was “okay” when he checked his bags and went through security at the airport. But when he got to the gate, the airline employee started looking at the passenger’s personal bag.
“They put us all in line and say, ‘We’re checking everyone’s bag sizes,'” he explained. “It wasn’t just any ordinary check…somebody tried to take the phone out of the bag and they said ‘there’s nothing in my pocket’. What?”
Cole claimed that when someone tried to put on the jacket, the airline employee said no and insisted “you can only have one jacket” per person. He explained that some people keep putting their bags in baggage sizers which are used to determine if personal items will fit on the plane. When people had bags with “hanging straps,” he claimed workers told them those items wouldn’t fit on the plane.
According to Frontier official website, each traveler is allowed to bring one personal item on board. It should be “14” high x 18″ wide x 8″ deep, including handles, wheels and straps.” Anything other than this size will incur an additional charge upon boarding. Passengers can also check baggage when boarding or bring carry-on baggage for an additional fee.
In his video, Cole claimed workers inspected the passengers’ luggage before sending it to the counter and checking the luggage.
“They sent everyone to the counter,” he claimed. “People were filming.
The TikTok user said that when he saw this, he put on “his jacket” and threw away a few things before putting the bag in the bag sizer. When she told him it still “didn’t fit”, he claimed to have asked for the bag sizer again.
From there, he claimed to have “sneaked out” of the line to empty more stuff from his bag. When he got back on the line, he said he got the bag because the airline employee “had a deal with someone else” so that it would fit on the sizer. I was able to grab it and bring it on the plane.
He went on to say that he asked the attendant for bandages to cut when he boarded the plane, but claimed the attendant told him no. I put it in.
Upon landing, Cole waited “20 or 30 minutes” at the baggage carousel, claiming he had received his checked luggage. Info She said she was finally able to speak to a TSA representative after she realized the desk was closed.
Cole said TSA officials told him “usually an attendant would come down” and show passengers where their luggage was. Instead of waiting, Cole decides to go home and return to the airport the next morning to retrieve her bag.
When I got back the next day, Cole said he had to “file a claim” for the missing luggage because it wasn’t in the luggage compartment at the airport. An airline employee also apparently told him that the package could not be tracked.
Cole said he made another allegation to the Frontier bot before being transferred to “humans.”
“So I was like, ‘Hey, sorry I’m sorry I’m short with you. I’m not mad at you. I can’t believe how helpless I feel right now.’ “Because there was literally no outlet that gave me information,” he explained of the ordeal.
In a follow-up video, Cole shared an update on the situation, revealing that he had his bags back more than 48 hours after they landed.
He said he received another call from Frontier about the person dropping it off after an employee called him to say he would deliver his bag.
“He was like, ‘Hey, I just wanted to give you an update on your bag. I’m going to visit you,” recalls Cole. “And I was like, ‘Okay, that’s fine’ … but it seemed strange that his grandfather gave it to me, but at this point I had my bag. I never thought I’d be in.”
Cole then recalled that his grandfather had driven to the wrong town in Connecticut, “three hours north” of where the traveler lived. Still, the worker’s grandfather drove to his house and unloaded.
“He ran a lot of overtime. Apparently this guy’s grandfather. It’s so crazy,” he added. “I can’t believe this Frontier employee was in a position to let his grandfather drive.”
As of April 7, two of Cole’s videos have surpassed 539,200 views. Many of his TikTok users in the comments criticize Frontier.
“Honestly, I feel like low-cost airlines end up costing more money and more hassle,” one person wrote.
“Frontier: You can’t bring your bags on board, but you can’t bring them after you land. Good luck,” added another.
“These airlines act as if their passengers are inconvenient.”
Others shared their reactions to the airline employee’s grandfather unloading luggage and asked more questions about the experience.
“Grandfather’s delivery,” he wrote, along with three smiling emojis.
“Lots of questions, what about other people’s bags??” Added one more. “Did Grandpa drive you down too??”
Independent We have reached out to Cole and Frontier Airlines for comment.
This isn’t the first time a traveler has shared a difficult experience with Frontier. Last month, the budget airline came under fire after claiming passengers were charged $100 to check bags that appeared to fit size requirements.
Dyana Villa shared a video of her trip with Frontier on TikTok. In this video, she and her friend can be seen attaching the bag to her luggage sizer. She later shared an update, claiming she was contacted by a Frontier Airlines attendant.
A Frontier spokesperson said: Independent The fee is “only an incentive for airport customer service representatives to ensure that our policies are adhered to and that all customers are treated equally,” it said.
A spokesperson dismissed the villa’s luggage complaint, claiming the traveler had brought a second carry-on bag.
“Each customer is allowed one free personal item that must fit in a small size box,” they said. Couldn’t put it all together in one bag that would fit.
