One of my consulting friends in Dallas had always been instructed by their firm to book the cheapest ticket to their assignments. A group of his colleagues booked Spirit for the first time since it was the cheapest, even with bags. The flight home cancelled for some reason; Spirit did the "we can get you out in 4 day" BS so they had to pay walk up on American. Their firm charges by the hour and couldn't have their consultants out of position for 4 days. They are now instructed to pay for the cheapest ticket, except for Spirit, since it cost them extra in the long run. Not good.

That was a few years ago during the "Summer of Love"; fortunately, our operations metrics have improved tremendously, but those are customers we will probably never have again.