Spirit Airlines Complaint - Actual Email Response to Poor Customer Service Complaint
Below is a string of emails between myself & Spirit Customer Service regarding the total abandonment of their customers during the strike. This is a warning from a formerly loyal customer- NEVER & I MEAN NEVER FLY ON SPIRIT AIRLINES!!!!! Their lies to the press that they were helping stranded customers while they were actually totally abandoning us was terrible, but then to receive an email with their latest ad campaign about their STRIKINGLY low fares, what in the hell is wrong with them? I can only assume this lack of concern combined with their nickel & dime attitude will eventually effect the maintenance policies of their aircraft as well. This company used to be great, but their CEO clearly doesn't believe in customer service. After I sent my complaint email, I did a little research on the company & I believe the following says it all-
This is an email their CEO was dumb enough to send when he hit reply all to a customer complaint- 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.
Here is a copy of my communication w/ Spirit Customer Service:
Customer 06/18/2010 11:05 PM
For at least 10 years, Spirit has been my chosen airline. I used to tell anyone talking about travel how great Spirit is...no more. It will be quite the opposite from now on; I will warn everyone NEVER to fly Spirit. I would like my $9 Fare Club membership refunded, as I will never deal with such a poorly run company again.
I was one of the thousands of travelers stranded & abandoned during your strike. No matter the changes made to your Contract of Carriage on 6/15, Spirit is in material breach. The flight cancellations are within your control. Spirit has been in negotiations w/ the pilots for 4 years, therefore a strike was completely foreseeable, yet nothing was done to mitigate passenger damages.
It was bad enough dealing with the ridiculous cost of last minute one way flights home, the cost of extra days for car rental & hotel, not to mention the vacation ruined by worrying how we would get home. Now your brilliant new marketing campaign touting STRIKINGLY low fares is a total slap in the face! Clearly Spirit thinks harming their passengers & ruining their vacations is a joke.
Do you have a clue as to what the passenger experience is like now? It used to be pleasurable; now you just end up feeling ripped off. Charging for seat selection, charging for beverages, charging for bags...the fees just don't stop. I flew Southwest on the way home & had a completely opposite experience. Their employees were happy & friendly, they didn't charge for every little thing. Nor did I hear a flight attendant rudely contradict the captain over the announcement system, implying that he doesn't know FAA regulations. That's comforting to hear as a passenger!
I don't know what happened to Spirit as a company, possibly a new strategy or management. Whatever it is, it has cost me thousands of dollars extra & left me with an utter disdain for Spirit. Refunding my $39.99 will do little to compensate for my loss, but it would be nice to have a show of good will from Spirit instead of adding insult to injury w/ an ad campaign.
On Sun, Jun 20, 2010 at 5:34 PM, Spirit Airlines wrote:
Strikingly Low Insult
(Soraya Hyppolite1) 06/20/2010 05:34 PM
Thank you for your correspondence with Spirit Airlines. We welcome all inquiries, comments and complaints.
We understand the frustration that accompanies the disruption of travel plans. And we regret to have been in that position. We continue to be receptive to criticism and choose to focus on once again offering our valued customers excellent service coupled with the lowest fares possible.
The terms and conditions state membership is non-refundable, non-transferable, and auto-renewed yearly. Because you agreed to the terms and conditions, I cannot honor your request for a refund.
Date: Sun, Jun 20, 2010 at 10:30 PM
Subject: Re: Strikingly Low Insult [Incident: 100618-000432]
To: Spirit Airlines
I more than understand the terms & conditions of a contract, that is the reason I requested good will. However, this is just the response I expected from such a pathetic company. Contrary to the opinion of your pudgy little CEO, people will not continue to fly with you just to save a penny. I have always been able to find flights with other airlines that were +/- $50 Spirit's price, yet I went with Spirit because I preferred to patronize "the little guy" plus security at DTW was always faster at the smaller terminal.
You regret the position Spirit was put in? That is your problem. You should regret what you did to your customers through your 4 years of inept labor negotiations. Instead of helping the people you screwed, you tried to cover your a*s by lying to the press about arranging alternative airlines & management pilots covering routes. Meanwhile we believed you because none of us could get through on the phone, and all the while you wouldn't go to the bargaining table, nor would you cancel flights in a timely manner so that passengers wouldn't have to by ridiculous last second replacement flights. I already canceled the membership, the $39.99 will be well spent watching your company crumble due to all of your ridiculous add on fees & shoddy treatment of passengers. Too bad your CEO doesn't understand that people are loyal to companies based on their customer experience. I never considered Spirit to be a low-rent airline, until now.