Frontier Airlines is shaking up its process by not allowing customers to check-in at the counter an hour before flight departure. The new policy is set to take effect on Aug. 16. The company’s announcement sparked both curiosity and concern among travelers.

The airline’s primary objective is to encourage passengers to embrace electronic check-in options. By utilizing self-service kiosks or online check-in, travelers can save time and bypass long lines. Electronic check-in empowers passengers with greater control over their travel arrangements, according to the company.

However, the decision also aligns with cost-cutting considerations. By eliminating the need for gate agents and ticket agents to service the counters during the final hour before departure, Frontier Airlines expects significant savings. The airline’s bottom line stands to benefit from reduced labor expenses while streamlining its operations.

In an official tweet, a representative from Frontier Airlines emphasized the forthcoming changes.

“Starting August 16th, all Frontier ticket counters will close for check-in and bag drop 60 minutes prior to your flight departure,” the tweet read. “We continue to be committed to getting you and your bags to your destination without interruption.”

This shift applies initially at Frontier Airlines’ main hub in Denver with the potential for further expansion to other airports.

Reactions From Frontier Airlines Customers

Passengers expressed their frustration and concern about the potential delays and difficulties they may face with the new self-service kiosks. 

Some travelers voiced their preference for human interaction and personalized assistance during the check-in process. they highlighted the importance of customer service in the airline industry. Others questioned the efficiency and reliability of the kiosks, fearing technical glitches or long queues that could further disrupt their travel experience. 

“Seriously? Are you trying to make passengers hate you even more?!?!? I have 2 more flights with you & then I’m done. No more. Any other airlines but Frontier. Decent customer service is dead,” one individual tweeted, illustrating the frustration experienced by some travelers.

Another passenger expressed a similar sentiment, stating, “I understand the need for automation, but I miss the human touch. It’s disheartening to see airlines prioritizing cost-cutting over customer satisfaction.”