Spirit Airlines Complaint - International Flight from KIN JA
KIN JA -- My sister, daughter and I had the most horrific experience ever imagined with your company on 07-31-07 when I showed up 1 hour before my international flight to Ft Laud FL from Kin Jamaica. I was originally informed by your customer svc agent Abigail Laing that the flight was overbooked and to move to the side of the wall behind another customer in order for the many others ahead of us to be served and then she would come to give us an update on the flight status.
Though we thought this was strange we stayed calm and cooperative, after about 30 minutes of waiting we were finally informed by what appeared to be a supervisor that, we were "late" for our flight and we would not be checked in for our 12:05 pm flight. The reason we found it hard to impossible to believe that this woman, Ms Russell, could be given such a title was because of her unsocial behavior and unfriendly attitude.
To give a brief summary of the events of that morning; the rude and discourteous supervisor Racquel, Dispatch Svcs Ltd. Andrea and Csr Svc agent Abigail decided to "gang up" on us for lack of a better term and the other patrons. In order to show their power they attempted to scheme and hustle those who were not allowed to check in out of additional funds by claiming we were at fault because we supposedly showed up less than an hour before our flight and so we would have to book another flight for a later date. In addition, with no sympathy and a smirk on her face Racquel advised we pay the re-booking fee plus the difference of the new flight costs and the earliest flight date would be Friday 08-03-07. After an hour of trying to make these agents understand that they were at fault from removing us from the line, overbooking the flight and their unwillingness to work out a fair and civil resolution, all of us realized it would of no use.
We concluded that Spirit Airlines would much rather get the re-booking fees and the difference of the flight charges than our continued patronage. I became sick from this upsetting and experience and made it clear I would not allow them to get away with this crime.
Although none of them could give me the time in which they claimed I showed up, they were very nonchalant and had absolutely no customer service skills nor were they trying to offer a solution that would pacify the chaotic situation. Instead, the trio, especially the ringleader Racquel was extremely impolite, unwilling to satisfactorily rectify the problem and at times even ignored me and the other customers as her means of handling the issue. I have the names of 10 other patrons who were mistreated, lied to, and scammed out of hundreds of dollars because their company's representatives refused to admit their wrong doing and provided the worst form of customer service I have ever had the dissatisfaction of encountering.
I was forced to purchase one way tickets with one of their competitors because they had an earlier flight, it would cost the same and they provided a high level of customer satisfaction that your employees need and should be trained on before dealing with the public again. I will take this to a higher authority if it is not handled appropriately and satisfactorily by Spirit Airlines. I emailed Spirit 8 days ago with a similar letter requesting a full refund of all three tickets and an apology letter signed by the three most incompetent employees that were mentioned above and haven't heard from anyone within their corporation. Subsequently, I am contacting the BBB about this incident.