Spirit Airlines Complaint - Learned a lot about Spirit's Philosophy
MIRAMAR, FLORIDA -- I apparently made an error by hitting the wrong radio button when I made a reservation. I will say up front that it was my error.
I didn't learn of the error thought until I showed up for the flight home that I thought I was on. I was told that it wasn't that flight, but a flight earlier in the day.
I am an experienced flier, so I figured no big deal. Counter representative already told me that the flight was less than a third full, so I figured that they would honor the ticket as a same day flight change. At worst, I figured Spirit would ding me for $50 or $75.
Bottom line I was EXTORTED out of $350. Full fare, no offset, no help. Either pay it or be stranded. (This was a midnight red eye from Vegas to Lauderdale, and I had to get home. The Supervisor knew it and would not budge.)
I complained to their corporate headquarters. I told them that in 35 years of business travel, I have never had an airline that not only wouldn't help, they seemed to bend over backwards to take advantage of the situation in their favor. I pointed out that it was a same day flight, and that the plane was empty. I said that Delta, United, Northwest would all let you make same day changes. I just wanted a little courtesy.
The representative said "That is where Spirit is truly different from other airlines". He explained that Spirit had corporate policies in place, and that the company was policy driven. He said that the "accountants" audit these records, and that supervisors are called on the carpet for deviating from policy.
It was, he said, what made Spirit profitable. Seriously. Not making customer concessions is what makes Spirit different.
I recall someone who was the "Friendly skies". No so with Spirit. They seem to have a corporate philosophy that the passenger is the enemy. Look at their pricing policies. Passengers are merely someone to be vanquished and eviscerated.
I don't care how cheap their airfares are at this point, the customer philosophy makes me firm in my conviction not to fly Spirit ever again. I will shop a little harder. Air Tran and Delta serve the flight corridors that I travel most often, so I have options. (Just as an aside: Last year, Air Tran had a flight that had mechanical problems, and we were delayed about 3 hours. By the time I returned home, I received a letter from AirTran, and a free system wide credit. Now that kind of attitude builds loyalty.)
Everyone I talked to was rude, and both supervisors acknowledged that they could make an adjustment, they just were not going to do so.
No wonder they are the Greyhound of the Skies.
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