My recent experience with Frontier Airlines was extremely disappointing and raised serious concerns.
The most alarming issue involved a checked firearm I properly declared and checked according to policy. After arrival, it was sent out on a regular baggage carousel where anyone could have picked it up and walked away. There was no visible security presence, no separate claim process, and no verification of identification before release. That level of handling for a declared firearm is deeply concerning and, in my opinion, unacceptable.
The check-in process is another major problem. Frontier essentially requires passengers to have a smartphone to check in without paying additional fees. If you do not have one — or are not comfortable using mobile technology — you risk being charged simply to receive assistance. This policy alone effectively excludes or burdens many senior citizens and less tech-savvy travelers. Air travel should be accessible, not dependent on owning a specific device.
To make matters worse, you’re greeted at the counter by signage and staff informing you that you may be charged $25 just to be assisted by a customer service agent. Being welcomed with a potential penalty for asking for help sets a very poor tone and reflects a company culture focused more on fees than on service.
Between the serious baggage handling concern and the fee-heavy, tech-dependent check-in process, this experience left me frustrated and disappointed. I hope Frontier reevaluates these policies — particularly those affecting safety and accessibility — because passengers deserve better.
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