We are calling for Frontier Airlines to be shut down or held fully accountable for the way it treated our family and so many other passengers. On our first time booking with Frontier Airlines, the machines were not working, so we had to stand in line to check in our baggage. When we finally got to the front, we were told we were “seven minutes late” and that no more baggage would be checked, even though the flight had not started boarding for another hour.

We were a family of five, and I had just turned 18. Instead of helping us travel, Frontier forced us into chaos and stress. My mom had to leave me behind with the luggage while I tried to rebook so the rest of the family could get on the flight. One employee said I could get a same-day flight, but after I got back in line and spoke with him again, he said I could not fly until the next day. Then we were told we could get a refund for the baggage and half of the ticket. The next-day ticket was $600. We ended up having to book with American Airlines for about $400 just to get where we needed to go.

Even after we arrived safely and tried to get our refund, Frontier said the ticket was canceled as a no-show and refused to refund us, offering only a $25 voucher. We were not the only ones. In that line, there were at least 20 other people, and 18 had to rebook because they were only a few minutes late checking baggage.

No airline should create this kind of stress, confusion, and unfair cost for passengers. We demand accountability and an end to these harmful practices.