We first defended Spirit, despite some negative aspects of its record, then blasted it when it transitioned to an “ultra-low-cost carrier” the likes of Ryanair(which we frequently blast).
Buzzing around on the Internet is the tale of what happens when a CEO accidentally emails his internal comment on a customer complaint back to the customer(We’re sure Spirit is having the Reply All button on their email program removed right now).
To summarize the story(for the full story, check out the originator’s blog entry), the blogger was commenting on his own horrible experience on Spirit…producing a lot of commentary, when he noticed one various interesting story…
A passenger had written a letter of complaint to Spirit, and sent it to the CEO, Ben Baldanza. Baldanza wrote privately…accidentally replying also to the passenger, the comment:
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.
A lovely sentiment…even one only meant privately. One which has now permeated the blogosphere and achieved national attention. What complaint is worthy of such a comment? The passenger complained that not only had Spirit delayed them, which is certainly common, but Spirit had not kept them informed and had generally poor customer service in regards to their delay.
They were requesting reimbursement for not only the tickets, but for a concert Spirit caused them to miss, a hotel room(as the concert was the whole reason for the trip), and airport parking. Something of a lofty request. We would expect at least a voucher for future travel. Emailing the CEO and other executives was their last resort, after talking to several customer service agents, directed to email addresses and alternate phone numbers, they finally found someone who offered a $100 voucher.
The passenger wanted more…namely cash, and asked to speak to a supervisor, they were told that none were available and that all management personnel were out on assignment for 8 weeks. But the passenger prevailed, and was transfered to the supervisor’s voice mail…which ended up being a dead extension.
Now, we think the passenger in this case was unrealistic. Airlines get delayed. Being offered $200 in vouchers is quite generous. We do, however, feel that they deserve what it is they say they really wanted…an apology. Customers should never be treated with anything but respect and Spirit needs to improve its service to compensate for its ultra-low-cost model.
Spirit, aware of the error and the fact that the entry is topping Google searches for Spirit Airlines…ahead of Spirit’s website, is unapologetic. Alex Rudloff, who runs the blog that launched this, just wants them involved in the discussion and start handling the issues raised…a course of action many would agree with. Spirit has chosen to ignore the issue, rather than using it to publicly explain how they are addressing the increasing complaints about their customer service.
Rudloff and the passengers who got the private email, Jim and Christy Boswell…have certainly cost Spirit some money and respect….both of which they’ve missed the opportunity to regain. So…we will agree with them…Don’t Fly Spirit Airlines.