I guess I can just add to the list another reason why I hope never to fly Spirit Airlines again.
This week, in what was supposed to be an internal reply to a customer complaint, Spirit Airlines CEO, Ben Baldanza hit “reply to all” to an e-mail, accidentally sending his response back to the original customer.
Oh, Spirit, when will you ever learn that you can’t treat your customers like this?
“Please respond, Pasquale, but we owe him nothing as far as I’m concerned. Let him tell the world how bad we are. He’s never flown us before anyway and will be back when we save him a penny.”
Let him tell the world how bad we are, indeed. The customers in question, Christy and James, have now made sure this accidental e-mail has made it all over the web.
The entire situation came about from a post ripping on Spirit from Alex Rudloff. Christy made a comment on that post with Baldanza’s response and the rest, as they say, is viral history.
It’s actually been in my backup grab bag of post topics to write a rant about Spirit Air, so this really adds fuel to my fire.
I flew Spirit on my recent trip to Mexico. On the return, we had to make a stop in Ft. Lauderdale, but due to the fact that we were entering another country, we had to get off the plane, go through customs/immigration, get our bags, recheck our bags and get back on the SAME FLIGHT.
The airline allowed about 50 minutes for this process, which would have been tight as it was, but then we were twenty minutes late due to a delayed departure. On top of that, they went ahead and scheduled six international flights to come in at the same time. We were an hour and a half in immigration and a half hour in customs. The next flight to Detroit took off four hours later.
When we inquired about the possibility of food vouchers due to the fact that - not only were we getting to our destination 6 hours later, but we’re going to be forced pay $15 to eat dinner at the airport - we were told “no” because the 20-minute delay was due to rain (which we heard nothing about) and that any weather-related issue was not their problem. Right. And I suppose allowing 50-minutes for six planes full of people, most of whom had connecting flights through Spirit, to get through immigration isn’t either?
We went to three different customer service representatives to try to resolve our problem. One customer service rep told us that a supervisor wasn’t on duty, and there was nothing she could do. Another told us there was one on duty, but she would tell us the same thing – no voucher. She walked away after we asked to physically talk to the supervisor, but was never to be seen again. Soon after we realised she wasn’t coming back, we saw a lady in an official-looking coat and asked if she was the supervisor. She was, and in about 3 minutes we had our $9 dinner vouchers. Even though we eventually got what we wanted, the whole situation left a very bad taste in my mouth.
I hope I’m not swayed by Spirit’s lower prices in the future. Honestly, I think I would have paid the extra $100 to fly something else and potentially save the headache. But when it really comes down to it, I’m sure Baldanza is right in saying people will come back to save pennies.
So maybe I should revise my previous question by asking: Oh, consumers, when will we ever learn to stop taking this crap?