I have always asked go get a printed boarding pass, when selecting airport assistance for free. Nerver got charged for printing it

I just got a message that one of my flights has changed by 10 minutes. Then I got an email saying that my 'purchase' was confirmed. This email is common.

Interestingly, the Agent Assistance element had fallen off and it said that I had not 'purchased' it. The Works was still there. But this does seem to show that Agent Assistance is not particularly sticky.

Here's my experience with MDW. They won't honor the agent assistance selection. I don't even need the boarding pass but wanted it bc one of the free play offers in Vegas required a paper boarding pass. (I think it's for Southwest and Allegiant anyway but figured I'd get the paper boarding pass."

I selected "agent assistance" for free and checked in and even screen shot where it says you get help with "printing boarding passes" as quoted above.

This lady was adamant that she can't print the boarding passes without charging me $25. I argued bc I knew after reading this thread that she was wrong. She tried to tell me that the fee is $10 for the agent supposedly helping me at the front of the line and the agent at the desk charges $25 to print a boarding pass even though I read it to her again and showed her the screen shot.

She refused to help me and said I could try another agent because she's not printing it without charging me $25. I decided to stop arguing bc it was pointless. I'm also on one hour sleep and even though I wasn't raising my voice I knew I might eventually get agitated.

I guess if you actually do need the boarding pass, you file the DOT complaint as someone posted above to try to get your money back.

The "free" agent assistance you get with the works is apparently useless.
https://cimg6.ibsrv.net/gimg/www.fly...5dbd5bc407.png
Edit:
Her explanation made no sense too. She tried telling me online was different and that only get self check-in and get my boarding pass on my phone and other irrelevant stuff.

Believe it or not, this is the first really negative experience I've had with them. I would be really angry if I actually needed the boarding pass and had to pay like someone posted here.

I guess I'll just be happy I get my free bags, seats, cheap.fare and board first with my status.

I am about to write up the most (?) unbelievable Frontier story as well. They are straight up not honoring their Customer Service Plan and terms of sale. Surely we must have recourse when Frontier charges you for something that you don't get?

Is DOT complaint really the only option, or would anyone here be interested in class action or other legal action?

In the story I will write up they flat out denied their statement in the CSP that they provide meal vouchers for delays of 3+ hours and hotel voucher for an overnight delay. Just a horrible ticket counter agent and manager who just says "we aren't giving vouchers" and not honoring terms of service.

I am a fighter and most people aren't. They will just pay up or say oh well. This is blatant non-performance of promised service terms.

The post above and the fact that I have to wait here an hour for a delayed flight motivated me to send a complaint to customer service about this "agent assistance" issue. I included the screenshot I had in my precious post.

I selected agent assistance for $0.00 at check in as a benefit of "the works" package.

I decided I wanted a paper boarding pass printed. As can be seen in the screenshot, part of the description of that selection of "agent assistance" is "printing a boarding pass.". Agent would not print boarding pass without a $25 fee. Either that "agent assistance" selection during online check-in needs to be fixed or worded to better describe it's supposed benefit, or the staff at MDW needs to be trained that when a Works passenger has selected "agent assistance" during online check-in, no fee should be charged at the counter.

Edit:
I doubt it's going to do any good but I'm curious what they are going to say. I'll probably get a good laugh at the response I receive.

When I basically said the same to their online "chat" (if you can really call it that) as well as their direct Twitter support, they basically said to see the airport agent for assistance. The same one that just said no. That's why my latest experience is way beyond unbelievable and into the order of several hundred dollars of denied service (hotel vouchers and meal vouchers), so I'm not interested in more regulatory or legal options.

oh and spoiler alert: the counter agent also called the police on me/us that all had the same issue. She had already called on 3 others.

I received a customer service response by the time I got to my destination:
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I basically responded by sending the screenshot again that shows I selected it for $0.00. Their IT is either bad and let's me chose it for $0, or my previous 100k.or current 20k status allows me to select agent assistance for $0.

Thank you for contacting Frontier Airlines
I understand that you had inconveniences with our staff at the airport because you were trying to receive your boarding pass on paper, and one of our agents told you that you had to pay $25 to receive assistance in that process.

Let me explain a little more about this optional service. When you need assistance, such as adding seats or getting assistance when checking in, you must pay. When you purchase this service on our website, you only pay $10, but if this service is cancelled at the airport directly, you should pay $25. The option of having one of our agents assist you to print your boarding pass is counted as assistance for which you must pay.

Also, let me tell you that this service is not included in our work bundle and would be an optional service for which you would have to pay separately. You can check out our benefits for this package at the following link: https://www.flyfrontier.com/travel/t...o/bundle-save/

We appreciate your patience in dealing with this matter
packa

Frontier seems to be run now by monkeys and maybe ChatGPT. This is why I am now getting interested in what legal or regulatory options we have for this and other options like them refusing to issue vouchers when their Customer Service Plan clearly says that is their policy to do.

Is a DOT complaint, or small claims, all we can do? Just on my flight, they denied people $1000s alone, probably a good $20K if everyone requested what they were due.

I understand there aren't federal DOT laws enforcing delay compensation. However, if an airline lists a policy that they do provide certain compensation, then I would think other laws apply when they fail to do what they said they would do?

That reply is insane and I don't even understand it.

I suggest filing small claims case. Bring proof of selection of agent assistance service on the itinerary and page on website showing printing boarding pass is included service of agent assistance along with payment of $25 charge. If you win, you can seek other passengers for class action claim.