Originally Posted by
jjbiv
Did your friend complain to Frontier (with the video) before the chargeback? Some companies have a policy of not continuing to do business with customers who initiate chargebacks. This really isn't how the chargeback process is intended to be used.
Also, how big was the bag? Did she have to shove it to get it to fit in the sizer? I think a hard sided bag under the stated dimensions (so that it fits easily) or a well under packed soft side bag are the best options at this point. Oversized or overstuffed bags are just asking for trouble with the overzealous agents who are incentivized to charge to get their commission.
It was not shoved and by the looks of the video was at least an inch shorter than the sizer. This was straight up fraud, felt like this lady agent either had a quota to reach or had some bills to pay. And yes my friend contacted them on the VIP email I gave her that I use with my Elite status. The people in customer service are all powerless, I never blame them or take things out on them. Their response to her was essentially well if you paid it then that's acknowledging you owed a bag fee so she then initiated the chargeback.
It's part of the baggage (pun intended) you deal with if you are a Frontier customer. As much as that can suck I do the math and it's an easy $200 per round trip I save on most trips so I take my chances. My friend knew all this and she's not really bitter about it, more shocked they would take this route. This type of behavior is encouraged by their bonuses paid to staff and then the amount of discounts I'm seeing on the site along with what Southwest is offering this spring make me think this is going to be a brutal few months for airlines in general.