Spirit Airlines - Poor Customer Service, Unsafe Planes
Airline flight - Complaint
We had a round trip ticket with Spirit Airlines to Las Vegas departing from Denver May 9, 2013, returning May 12, 2013. We arrived at DIA at 9:30 am. Our flight was to leave at 11:50am. We boarded the plane 40 minutes late, made it out to the runway and were told we were returning to the gate for an issue with the hydraulics. We were told this would take about 2-3 hours to repair. Our depart time was changed to 2pm. At 2, we were told it was now 3pm. At 3, we were told it was now 4pm. Finally around 5pm, we boarded the plane. Just an aside, the flight attendants were very rude.
The woman next to me was told “you need to put your bag under the seat” She was Asian and didn't understand English very well. When she asked for clarification, she was told “you need to put your bag under the seat now!!” This woman just spent 5 hours sitting in the airport waiting for a flight. I think a please was in order not a barking command. We again made it out to the runway and were told we had to return to the gate as there was an issue with the braking system. Passengers became very upset (not unruly or out of line) at this point and Spirit had the DIA police waiting at the gate when we returned. The supervisor came over the intercom.
Several of the passengers could not hear and he was asked to speak up, he told us “this is as loud as it gets folks”. He was non apologetic as were all of the Spirit employees. They were actually intimidating toward us, telling us to be quiet and not cause trouble. The employees consistently had the attitude that the passengers were out of line . We were not offered food, drink or anything in the 12 hours we spent at the airport. My companion and I had serious reservations about the safety of the plane and decided to cancel our flight and book another. We were given our refund and assured that our bags would be taken off the plane and would arrive at carousel 5.
When we and several other passengers that had cancelled their flights were waiting for our bags, a Spirit employee came up and informed us that our bags were on the way to Las Vegas and wouldn't be back until 11:45 the next morning. Many of us live hours away from the airport and could not go home and come back the next morning. When we asked about hotel vouchers, we were told no vouchers would be issued. The employees were extremely arrogant and indifferent toward our complaints, treating us as if we were in the wrong. We were hesitant to book another flight as our bags would be headed back to Denver. When we were still in the airport trying to figure out what to do, we noticed the Spirit airlines ticketing had a line of people. It turns out the flight went out again and came back to the gate for a mechanical problem. The flight was finally cancelled. We did get our luggage back that evening.
Then we felt safe booking another flight but by that time the seats were full as they were taken by other passengers from the Spirit flight. We booked our own hotel room as it was 10pm by the time we left the airport. We saw another passenger at the hotel. He said Spirit did get him on a flight out in the am with Frontier however, would not give him a hotel voucher. The Frontier employee was very sympathetic and gave him a hotel voucher. Now that is customer service. When we called Spirit the next morning, we were told we would be issued a 50$ voucher to fly with Spirit again but they could do nothing more for us. I am a nurse at Childrens Hospital and a single mom. It is very rare for me to get time away to go somewhere for R &R. I had been looking forward to this trip for 2 mos. Thanks to Spirit Airlines, my rare 4 day weekend away was ruined. The arrogance and indifference displayed by the Spirit employees was appalling. I have never, in my 48 years, experienced such poor customer service.
Lori McDaniel (pinkygirl216@Yahoo. com, 720-254-7018)