Between 2022 and 2023, Frontier and Spirit Airlines paid out $26 million in bonuses to employees for charging customers extra fees, raising concerns regarding possible abuses of the incentive program.
The Senate report highlighted that $18.8 million was given out by Frontier alone, paying employees commissions for effectively enforcing bag policies and selling premium seats.
While the budget carriers claim the incentive programs ensure equitable treatment of customers, the report indicates that airport staff could potentially exploit the commission system.
Managers at both airlines could also benefit from bonuses based on overall revenue from ancillary fees, potentially incentivizing additional pressure on staff to impose fees.
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