Marley Stevens was headed for a holiday in San Francisco, US, but was left stunned when arriving at the airport and allegedly being turned away at the gate.
The 20-year-old reportedly arrived two hours early, checked in her bag with Frontier Airlines, and went through security.
But moments later, once at the gate, she claims staff turned her away – saying she was “not on this flight”, despite the young woman holding a ticket in her hand.
She claims to have also been told her “seat must already be taken” by someone else and been put in a queue with several others who reportedly had the same issue.
“I got back to my gate and we still had 45 minutes until boarding, so I just worked on some homework until they called us to board,” Marley, a student living in Georgia, US, told NeedToKnow.co.uk.
“I was in the last group to board and I got up to scan my boarding pass and the attendant said: ‘You’re not on this flight’.
“To which I replied that I was and she said that my seat must already be taken.
“I was shocked, so I didn’t know what to do, but she told me to go to the stand and they’d get me on the next flight.
“I walked over and there were six other people in line already.
“One couple even had a toddler with them, I asked them what happened and they told me basically the same story that had just happened to me.”
Later, Marley claims to have been told the earliest flight she could get on would be in two days’ time.
Devastated, the young woman – who was set to meet her family in San Francisco – called her dad for help.
She added: “I was on the phone with them waiting to get my new ticket and Frontier said that the next flight I could get on wasn’t for two more days.
“My dad ended up just buying me a new ticket with American Airlines and I had no issues with them.
“I will never be flying Frontier ever again, even if I have to walk somewhere.”
Marley took to TikTok (@m.stevens03) to share her experience, where it has racked up 2.1 million views.
“If you have a choice between walking somewhere, or flying Frontier, walk,” the clip was captioned.
In the video, she explains what happened from beginning to end, saying that she intends to get a refund.
The post has also gathered 168,000 likes as well as thousands of comments from shocked users.
One person said: “First mistake: frontier.”
Someone else added: “HOW DOES THIS HAPPEN???”
Hailey wrote: “I don’t understand how they oversell flights like y’all know how many seats are on that plane?? It doesn’t make any sense.” [sic]
“Your seat has been taken” the… seat that I PAID for? months ago? was taken? by whom??” wrote Kitana. [sic]
“Spend the extra money. Learned frontier not worth the hassle,” added Barret.
Marley added: “I hadn’t really heard much about Frontier until my video blew up.
“I’d heard a few things here and there but didn’t realise that so many people have had issues flying with them.
“One woman even said they wouldn’t put her kids on a flight so two minors were stuck at the airport alone.”
Jam Press has reached out to Frontier for comment but has not received a reply at the time of distributing this story.