Quick background:
Customer upset @ Spirit b/c his flight from FLL-ATL was delayed for so long that he missed the concert in ATL that was the entire reason for his trip to ATL. His return flight to FLL was also delayed. He called to complain, was put on hold for a lengthy time, and then, when he finally got someone to answer, they told him they didn't have the authority to do anything to remedy his issue, and to write an e-mail. He called again, was put on hold, again, and then transfered to an extension that was dead.
So, he writes an e-mail, detailing his entire fiasco with Spirit. His e-mail gets forwarded eventually to the CEO of Spirit, Ben Baldanza. Mr. Baldanza's response:
From: Ben Baldanza
Sent: Monday, August 20, 2007 1:02 PM
To: (removed), Christy; Martin (removed); Tony (removed); John (removed); Pasquale (removed)
Subject: Re: 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.
Mr. Baldanza accidentally used 'reply all', so this e-mail was sent to the customer who originally complained.
