Woman booted from Frontier Airlines for ‘not listening’ — her ticket explained why

A TikTok video posted by Chelsea Grey (@legallyswiftie13) has gone viral after she claimed she was removed from a Frontier Airlines flight for “not listening” despite noting a hearing impairment on her ticket. Frontier Airlines says there was another reason entirely she was kicked off the plane.

Grey, who is deaf and wears hearing aids, posted videos showing airline staff removing her from the plane while she appeared visibly upset. Grey captioned the post,

I was removed from a flight because I am deaf. When I went to rebook, the gate agents apologized for the flight attendant’s behavior. @Frontier Airlines please train your flight attendants on disability accommodations, specifically when somebody is deaf/hard of hearing.”

via Chelsea Grey, TikTok

In the video, Grey can be seen sitting on the plane crying while speaking with airline staff. Text overlay on the video said, “What is the point of listing that you’re deaf on your ticket when Frontier refuses to accommodate?”

Though Grey said gate agents later apologized and helped her rebook a different flight, she maintained she had done nothing wrong and should not have been removed from the aircraft.

Frontier Airlines’ response

Adding to the controversy, Frontier Airlines disputed Grey’s version of events and said she was not told to leave because of a disability.

In a statement provided to People, Frontier said Grey was removed after bringing an open container of alcohol onto the plane, which violates federal law and airline policy. The airline said flight attendants reported she admitted the drink contained alcohol and quickly finished it when questioned.

The airline also denies that her reservation indicated that she had a disability and said employees were able to communicate with her during interactions.

Grey and her attorney denied the airline’s claims, saying the airline’s explanation about the container of alcohol is false, and that legal action was being considered.

Frontier Airlines faces separate class action lawsuits

The incident comes as Frontier Airlines has already faced multiple lawsuits in recent years, including class action cases related to fees and discrimination.

One ongoing class action lawsuit targets Frontier’s ‘bait-and-switch’ pricing model, which plaintiffs claim hides the true cost of travel behind a maze of baggage surcharges. Plaintiffs claim the airline’s pricing structure is deceptive and designed to make fares appear cheaper than they actually are.

Frontier is also one of the only major US airlines that pays gate agents a commission for every bag they “catch” and charge for at the gate.

Another class action filed in late 2025 alleged the airline discriminated against disabled passengers and others by denying boarding, canceling flights, and failing to provide proper accommodations. Frontier has also faced criticism in the past over baggage policies and fees, including allegations that customers were improperly charged for carry-on bags or oversized luggage.