...
By Claire Dodds
Life & Trends Reporter
0
Share
Newsweek is a Trust Project member
See more of our trusted coverage when you search.Prefer Newsweek on Googleto see more of our trusted coverage when you search.
A TikTok video showing a deaf passenger being removed from a Frontier Airlines flight has sparked widespread outrage online, after the woman said she was taken off the plane because she could not hear a flight attendant.
The footage, posted by TikTok user legallyswiftie13, captures a tense exchange between airline staff and passengers on the plane as the woman explains she is deaf and had already noted the accommodation on her ticket.
In the footage, a gate agent appears to advocate for the passenger while the flight crew insists she must leave the aircraft.
Read More on Life
The passenger, who is visibly emotional in the video, repeatedly says she is willing to comply, but feels humiliated by the situation.
“I didn’t do anything wrong,” she says in the clip while gathering her belongings.
“It’s so embarrassing.”
...
Text overlay on the video claims that Frontier’s flight crew removed her from the flight because she could not hear instructions from a flight attendant, despite the accommodation being listed on her ticket.
In the caption, the poster said gate agents later apologized while helping her rebook another flight.
The video has since clocked up 943,000 views, prompting more than 2,800 comments in three days and renewed attention to airline accessibility rules for passengers with disabilities.
Frontier Airlines says passengers who are deaf or hard of hearing can request assistance either during booking or through the airline’s “Manage Trips” tool.
According to the airline’s assistance page, crew members can work with travelers to, “establish a way to share important flight information,” once they are on board.
What the Law Says
Federal law also outlines protections for airline passengers with disabilities. Under the Air Carrier Access Act, airlines are prohibited from discriminating against travelers because of a disability and must ensure that communication about flights and safety information is accessible.
The U.S. Department of Transportation’s Air Traveler Disability Bill of Rights states that airline staff who interact with passengers must be trained to recognize and accommodate the needs of people with disabilities.
The incident shown in the video has fueled debate online, with many TikTok viewers criticizing how the situation appeared to be handled.
As one contributor asked: “Removed for not listening?”
Another remarked: “Wow! Enjoy winning your lawsuit because this is actually a horrible display of disability discrimination.
"A lack of accommodation when it is clearly on your ticket as valid is disgusting! Contact an [Americans with Disabilities Act] lawyer asap.”
Others focused on the people in the video who attempted to speak up during the confrontation.
“The woman from the gate and the woman across the aisle, thank you for trying to advocate for her,” a viewer praised.
A critic added: “I’m so embarrassed for Frontier... they can’t defend themselves over this..."
Passenger Defended
In the footage, a gate agent can be heard defending the passenger and explaining to the flight crew that she is deaf and that the accommodation appears on her reservation.
Despite that exchange, the passenger is ultimately asked to leave the plane.
As of now, it is unclear whether the passenger has filed a formal complaint with the airline, or the Department of Transportation (DOT).
Passengers who believe their disability rights were violated during air travel can file complaints with either the airline or the DOT, which investigates potential violations of the Air Carrier Access Act.
More to the Story?
Since the video was posted, Frontier Airlines has come forward with the flight crew's side of the story, which does not necessarily line up with the facts reported in the original video.
"According to the flight attendant directly involved in the matter, the passenger boarded with an open container which she admitted contained alcohol when questioned. Bringing an open container of alcohol on board violates both Frontier policy and federal law. When the flight attendant informed the passenger of the violation, the passenger rapidly consumed the remaining alcohol in the cup before handing it over," the airline told Newsweek.
"The flight crew made the decision to remove the customer from the aircraft, and she was rebooked on a later flight."
While the woman maintained that she had noted her disability on her flight reservation, the airline claims that they did not have any knowledge that the passenger was deaf.
"There was no indication on the passenger’s reservation that she is deaf or has any form of disability and, according to various personnel who interacted with the passenger, she was clearly and effectively conversing with them during interactions," Frontier told Newsweek.
As the original poster has not given an update on the situation, viewers continue to scramble for clues, hoping to discover what really happened on that fated Frontier flight.
Newsweek has reached out to legallyswiftie13 for comment via TikTok. We could not verify the details of the case.
View 0 Comments
Submit Correction
View Editorial & AI Guidelines