I’m not a huge fan of airline confrontation videos that are posted on social media with little context, which tell one side of the story. However, I do find police body cam footage of airport situations to be quite interesting, given that we get a sense of what really happened, and they often give us a glimpse into parts of airports we might not otherwise see.
Along those lines, here’s an interesting video about a situation that unfolded at a Frontier Airlines check-in desk. While the video is titled “Entitled Brat Attacks Airline Employee After Missing Her Flight,” I think there’s a little more to the story, and there’s at least some blame to go around.
In this post:
Frontier check-in disagreement gets physical
This incident happened on January 14, 2025, at Orlando International Airport (MCO), and started when police were called over a fight that broke out at a Frontier check-in counter. As police showed up, an airport employee was seen holding down a passenger.
As you’d expect, there were conflicting takes regarding what happened. You can watch the entire video for yourself below, though let me summarize what actually happened (based on all the evidence presented).
The passenger at the center of the controversy was informed that she arrived at check-in late, and needed to be rebooked. The two parties disagreed as to whether she was actually late, but honestly, it’s sort of besides the point. For what it’s worth, she had booked “business class,” and she claimed they were trying to charge her for bags and other things, and by the time they resolved that, the check-in cutoff had passed.
The Frontier representative then tried to help rebook her, at which point the passenger started videotaping her. So the representative went to the supervisor and asked him to talk to her. When the supervisor showed up and saw the passenger still recording, he told her to let him know when she’s done with the camera, and then they can talk. Meanwhile the supervisor told the representative to go take a break.
After going to the bathroom for a break, the Frontier representative returned, and the passenger was still there recording, so the representative went back to her supervisor. He again didn’t step in, and when she returned, the passenger was behind the counter recording the screen.
She told the passenger she wasn’t allowed to do that, but she didn’t listen, so the representative grabbed her and tried to push her back to the other side of the counter. In response to that, the passenger slapped the representative, and she slapped her back, at which point the fight began.
This is not such a cut and dry confrontation
I actually think there’s some nuance to this incident, and this isn’t simply a case of an “entitled brat” attacking a gate agent unprovoked (which in no way justifies those actions, to be clear). Now, this woman is… ummm… a lot… but there’s a bit more here, as I see it.
First of all, there’s no denying that Frontier sort of attracts these incidents, and puts its frontline staff in a really uncomfortable situation. For one, Frontier outsources all of its airport customer service roles, so these airport agents have zero incentive to provide good customer service. Heck, at least historically, the only thing frontline agents have been incentivized to do is collect extra fees, as the airline has historically paid them a commission on that (I’m not sure if it’s the case anymore).
I feel really bad for the distraught ticket agent, and it really seems like she was set up to fail. She went to seek out her supervisor twice, and both times he refused to help because the woman was recording, causing this woman to take the situation into her own hands. That’s very poor management on the part of the supervisor, since this woman felt like she had to fend for herself.
Recording an airline employee may violate airline policies, but it absolutely doesn’t violate any laws. I’m not a legal expert, but I’d assume that stepping behind the counter would quickly constitute trespassing, since that’s not an area that passengers are allowed to be.
That being said, it’s a little wild to me how the Frontier representative physically tried to remove the woman when she stepped behind the counter. The passenger absolutely shouldn’t have done that, but it’s a little unnecessary for the employee to escalate this to a physical situation, in my opinion.
This whole incident just feels like the culmination of everything that’s wrong with Frontier, where you have an employee who doesn’t even work directly for the airline feeling like she has to physically remove a customer because her supervisor won’t stand up for her and help.
Also, what happened to the concept of deescalation? If you have an issue, explain it to the customer, and if they’re not cooperative, call the police, and let them handle this. Taking matters into your own hands, especially when the passenger wasn’t the first one to be physical, is just a recipe for disaster. Airports really feel like the Wild West sometimes.
On a positive note, kudos to the flight nurse who stepped in to help, because she identified the added risk of getting into a fight on a conveyor.
Bottom line
A Frontier Airlines check-in confrontation got physical. A passenger missed the check-in cutoff, or so the representative claimed. When the passenger started recording, the Frontier representative stepped away. When she returned a second time, she found the passenger behind the counter recording the screen, so she tried to physically remove her. It all went downhill from there…
What do you make of this Frontier check-in incident?
Ben, a little bit off topic (not really), but why is this comment acceptable?
The real problem is that American blacks are constantly fighting, arguing, creating conflict, and escalating matters.
Just wondering, as it sounded like there was going to be a zero tolerance for racism and the like. Or is this comment just viewed like someone with an opinion expressing himself?
Always the same culprit. From the "employee," to the low impulse control girl.. the uncivilized shouldn't be allowed in civil society. Fatigued.
Uh, it literally is not always the same 'culprit.' Folks from all backgrounds misbehave at times. But, anyone with eyes can see your prejudice here. Care to expand as to what you mean by 'uncivilized'?
El POTUS Naranja indulges nearly every intrusive thought that pops into his head, and encourages cruelty and over escalating nastiness in every one of his minions. No wonder everyday Americans are starting to act out more
We've entered an age where more information and sharing has amazingly made us collectively dumber as a people. We all think we're knowledgeable and right in any given situation and we should get our way. And this kind of behavior has a way of infecting people who watch it, or see it either rewarded or punished, and becoming a new kind of societal norm. And it spreads quicker than we can adjust (to put up...
We've entered an age where more information and sharing has amazingly made us collectively dumber as a people. We all think we're knowledgeable and right in any given situation and we should get our way. And this kind of behavior has a way of infecting people who watch it, or see it either rewarded or punished, and becoming a new kind of societal norm. And it spreads quicker than we can adjust (to put up compensating or protective mechanisms) as a society. Sigh, where are we headed?
The Internet has made some of us very smarter but many more really dumber. And yes it's scary to think where we as a species are headed.
Exhibit A:
“Very smarter.”
“Really dumber.”
…
Social media + cell phones. Makes everyone idiots. It is a cancer on society and will be our downfall.
The real problem is that American blacks are constantly fighting, arguing, creating conflict, and escalating matters. That's why they're always getting into fights with police officers. They just can't seem to behave like rational decent human beings. The have virtually zero conflict resolution skills.
No, you're just being a bigot.
Interesting take. Riddle me this, which race exactly is always fighting? With their NBC weapons, endless “world wars” and “low intensity conflicts” and drones and AI, trying to imprison the entire planet in under the policy imperative of “free markets”. You’re a clown.
This type of confrontation transcends race, religion, economic background, and to some degree region. Regarding the latter, it does seem the US has a disproportionate population of “Karens” but they come in all shapes, sizes, colors, and genders. This video just happens to be a chance for you to lift the veil on your already barely-masked bigoted racism. Don’t let the door hit you on the way out - nobody at OMAAT wants your butt print on the door.
Hi Pete. There is no data to support your assertions that the behaviors you're describing are a distinguishing characteristic of any racial or ethnic group. But they do precisely describe Donald Trump's documented 50-year pattern:
- Picked a public fight with a Gold Star family
- Turned routine policy disagreements into years-long vendettas
- Responded to every perceived slight with escalating attacks
- Sued or threatened to sue hundreds of times rather...
Hi Pete. There is no data to support your assertions that the behaviors you're describing are a distinguishing characteristic of any racial or ethnic group. But they do precisely describe Donald Trump's documented 50-year pattern:
- Picked a public fight with a Gold Star family
- Turned routine policy disagreements into years-long vendettas
- Responded to every perceived slight with escalating attacks
- Sued or threatened to sue hundreds of times rather than negotiate
- Couldn't concede an election loss, escalated to January 6th
- Picks daily fights on social media with celebrities, politicians, and private citizens
- Made "never apologize, always attack" his explicit strategy
- Aggressively tried to insert himself into the relationship drama between Robert Pattinson and Kristen Stewart
- Has instructed Congress not to negotiate with Democrats to end the government shutdown
Your "analysis" says more about your prejudices than any group's behavior. When you attribute to millions of people the specific pathology of one very public individual, you've revealed the game: you're not describing observed patterns, you're justifying predetermined bigotry.
"The passenger absolutely shouldn’t have done that, but it’s a little unnecessary for the employee to escalate this to a physical situation, in my opinion."
I just don't get the US.
Anyone can get a gun. The police kill on average 1000 people per year in the US. They literally drag people off of planes.
Yet some self entitled brat deciding to go behind an airline ticket counter and taking photos/videos/whatever of data from...
"The passenger absolutely shouldn’t have done that, but it’s a little unnecessary for the employee to escalate this to a physical situation, in my opinion."
I just don't get the US.
Anyone can get a gun. The police kill on average 1000 people per year in the US. They literally drag people off of planes.
Yet some self entitled brat deciding to go behind an airline ticket counter and taking photos/videos/whatever of data from an airlines computer screen and physically escort/direct her back to 'her' side of the counter is a no no?
I would have 100% done the same as the ticketing agent. Without hesitation. Would I have picked up a nearby phone and smashed her over the head? No. Would I have tackled her to the ground? No. Would I physically 'guide' her away from a restricted area and a device that has data that she should have no access to? Absolutely.
Agreed. I would have have to guide her back out into the public area too, and if she'd slapped me I would have punched her in the mouth, rather than returning her slap. But would she have behaved like that if the agent had been a man? I'll wager not.
The entire situation was totally out of control, and the passenger is to blame. Period.
One is certain that the likes of Eskimo, will now advocate for the human check-in staff to be replaced by an unfriendly AI Bot. As one cannot argue with a machine, human to human confrontation would be avoided. Therefore, Eskimo might just have a point in this scenario.
Attracting a crowd of passengers with no social awareness and skills. Under paid, undertrained, poorly supported questionable contract staff. This is what you get with the ULCC business model. At least it keeps Youtube content creators employed.
What a tight-rope-walk of a comment. Fine, on the 'under paid, undertrained, poorly supported' part, so, these businesses should start paying more, training more, and supporting their teams more.
@1990 Look at the ULCC Business Model. Does it seem to be successful? Sure, hire better people, train them adequately, provide better resources. But then you won't get $49 fares and the "lower income scale" won't be able to fly.
So, make a decision. Do you want crap airlines with dirt cheap fares that enable low income consumers to fly or do you want quality airlines that low income consumers can't afford? We had the...
@1990 Look at the ULCC Business Model. Does it seem to be successful? Sure, hire better people, train them adequately, provide better resources. But then you won't get $49 fares and the "lower income scale" won't be able to fly.
So, make a decision. Do you want crap airlines with dirt cheap fares that enable low income consumers to fly or do you want quality airlines that low income consumers can't afford? We had the latter back in the 1970s and problems like this did not exist.
"I have it all on video...." Yes love, including you going behind the counter uninvited and assaulting an older woman just doing her job. Nutjob.
I can understand both sides here, as a customer it is quite annoying to feel wronged by the airline (lets assume she was there on time and due to some error by the clerk she missed the check-in deadline) and having no way to mitigated that.
Companies more and more take power from their front line workers, so if there is a problem they can't solve it in a meaningful way and customers have...
I can understand both sides here, as a customer it is quite annoying to feel wronged by the airline (lets assume she was there on time and due to some error by the clerk she missed the check-in deadline) and having no way to mitigated that.
Companies more and more take power from their front line workers, so if there is a problem they can't solve it in a meaningful way and customers have no options other than calling some hotline with an hour wait time and outsourced people behind it that often also can't solve the issue.
This is the real problem: Corporate greed. Profits over people. It's always been a class war.
Blaming race, gender, workers, etc. is all distraction.