What's happened
A congressional report reveals that Frontier and Spirit Airlines paid $26 million in bonuses to employees for enforcing baggage policies, raising concerns about potential abuse. Complaints about baggage handling increased after the incentive programs were implemented, prompting scrutiny of their impact on customer service.
Why it matters
What the papers say
According to Business Insider UK, the report revealed that Frontier and Spirit Airlines paid $26 million in bonuses to employees for enforcing baggage policies, which has led to increased complaints from passengers. The Independent highlights the potential for abuse in these programs, noting that employees might misclassify bags to earn bonuses. The report suggests that these practices could lead to regulatory changes as Congress examines the impact on customer service and consumer rights.
How we got here
The report, released on December 2, 2024, highlights the financial incentives given to airline employees to enforce baggage fees, which began in 2022. This practice has led to increased complaints from passengers regarding baggage handling.
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