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View Full Version : Spirit CEO's rude email


hotshot
08-24-2007, 05:42 PM
You guys hear about that rude email the Spirit CEO accidently sent to the entire company? The whole story can be found at http://www.msnbc.msn.com/id/19353980/

What are your thougts?


Kingjay
08-24-2007, 06:14 PM
It was kind of a dumb ass thing to do, but...and I am not defending my dumbass CEO, but he was telling his manager that these people who booked a flight that was scheduled to get in 2 hours prior to a concert, and got in late, to tell them that this in not something I am going to do anything about...he unfortunatly said this in a rude way, and the hit the reply all button.

JoeyMeatballs
08-24-2007, 06:30 PM
Hes an idiot, but I understand, the pax have this sense of entitlement, its filthy, what they expect for the price they pay is unbelievable.............


Oldfreightdawg
08-24-2007, 06:33 PM
You guys hear about that rude email the AA CEO accidently sent to the entire company? The whole story can be found at http://www.msnbc.msn.com/id/19353980/

What are your thougts?

I flew ORD MSP Aug 21. Because of WX and Pres Bush, we diverted to RST, spent 2 hours on the ground and flew to MSP. Upon arrival, all the pax were great and very understanding, except one guy. He went off about how terrible the United States was, what a terrible pilot I was (including endangering his personal safety), and how he was owed compensation for his inconvenience. He was outright indignant, verbally attacking not only the airline industry, but the United States as well.

I understand inconvenience, I understand misfortune, I understand that flying isn't what it used to be. But some people take things too far. I think Spirit's CEO had this in mind when he wrote this e-mail. The media, of course, wants a story, which is what this is.

gcsass
08-25-2007, 04:47 AM
They forgot to mention that Baldanza had years of refining his attitude at US Air......:eek:

SWAcapt
08-25-2007, 06:28 AM
I flew ORD MSP Aug 21. Because of WX and Pres Bush, we diverted to RST,

Did Pres. Bush call you on the radio and tell you to divert or does he now control the weather? Please enlighten us. I feel your response might be quite entertaining.:D

ce650
08-25-2007, 06:39 AM
President Bush was in MSP on the 21st.

RedeyeAV8r
08-25-2007, 08:06 AM
Did Pres. Bush call you on the radio and tell you to divert or does he now control the weather? Please enlighten us. I feel your response might be quite entertaining.:D

Just for your Info.

Whenever the President visits a city and uses the City Airport in lieu of a nearby AFB or Military installation, the Secret Service closes down the airport.

I was in holding over PDZ for 55 minutes waiting to get into LAX when President Clinton was there..........remember the famous haircut?

I had a similar experience over Cleveland during a similar Presidential Visit.

I held in the Penalty box for an hour while President Bush landed in MEM last
year.

The Point is it happens. When El Presidente visits, everything gets shut down.

I doubt he (GWB) has anything to say about it. It is the SS taking charge.
Maybe it is necessary, but it is a pain in the A$$ if you happen to be flying into/out of the particular city at the time.
Unless you happen to be on a hard time trip.........

RedeyeAV8r
08-25-2007, 08:07 AM
.......................duplicated by mistake

schone
08-25-2007, 08:09 AM
Hes an idiot, but I understand, the pax have this sense of entitlement, its filthy, what they expect for the price they pay is unbelievable.............

funny thing is, in the days of pre LCCs - it was no other than the same airlines of today that taught all of our passengers that we owl them this that and the other..... we spoiled them to a life of pampering.... - no one to blame but ourselves [read: airline industry, not pilots].

:)

Spartan07
08-25-2007, 08:15 AM
I'm actually pretty sure that in FAR Part 91 it mentions nobody flying a civil aircraft overhead of where the President (And some other higher ups) is located.

vagabond
08-25-2007, 08:26 AM
Last year, I was all excited about doing my Discovery Flight out of KBFI when my CFI told me that it was cancelled because President Bush was coming to town. That day, I learned from my friends on APC (it was HSLD, actually) that my CFI knew of this from a NOTAM, and not a note 'um. :)

I mentioned in another thread that the airline industry is the main culprit in its own demise. With the price of oil, competition and other sundry reasons, the time has come to raise fares and I, for one, am more than willing to pay. I know that airline executives believe the flying public is a bunch of whiners who have no sense of loyalty except to save a buck or two. Baldanza's email did not bother me at all; he was merely stating a fact. His error was in hitting the "reply all" button. He probably did that on purpose when you think about it some more.

BoilerUP
08-25-2007, 08:34 AM
Every airline CEO will be sending this guy steaks, champagne and decorative fruit baskets (if he's into that kind of thing) for speaking THE TRUTH about irresponsible passengers....because they know to do it themselves would be P.R. suicide for their careers.

p1ayn
08-25-2007, 12:28 PM
AMEN BLKflyer!!! AMEN!!

Freightpuppy
08-25-2007, 02:26 PM
Passengers dont give a Phuck about anything but the Lowest Fare, I hear people *****ing every day about the delays out of JFK, DCA PHL and other places but in the end the Average Passenger just wants to pay 89 $ round trip from coast to coast, I say Raise the Tix prices by 15 percent or more to more realistic levels, in short I am not at all apologetic for any passengers who feel they are entitled to the world...


I agree with you and , for the first time I can think of, I agree with that CEO.

I have no sympathy for today's airline passengers.

robthree
08-25-2007, 11:19 PM
I don't get it.

Yeah his Customer Service peeps were rude, but I don't see where his words were rude at all. Blunt, to be sure. But not at all inappropriate.

And even his CS agents are entitled to some benefit of the doubt. A customer who spent $73.60 wants almost $400 cash compensation for being late? Are you frickin kidding me? What kind of response were they expecting? That kind of asinine demand deserves the treatment it got.

Spartan07
08-26-2007, 12:37 AM
I don't get it.

Yeah his Customer Service peeps were rude, but I don't see where his words were rude at all. Blunt, to be sure. But not at all inappropriate.

And even his CS agents are entitled to some benefit of the doubt. A customer who spent $73.60 wants almost $400 cash compensation for being late? Are you frickin kidding me? What kind of response were they expecting? That kind of asinine demand deserves the treatment it got.

Sorry, I disagree. I don't think they deserve as much compensation as they got. Air travel is inherently unpredictable, the people are dumb for thinking that they were going to get from one busy airport to the next exactly on time in this day and age.

Don't get me wrong, if they were mistreated or mislead by the company at all then they should be compensated fairly. However, poor planning on their part does not constitute an emergency on the airlines part.

captainprop
08-26-2007, 01:55 AM
Seriously, its 2007, have these people never flown before?? Or read any news in the past 10 years? Or been through any sort of school system? All you need is some dumb a** people to make a bomb threat to an airport, a TS to move in on a busy airport or an ac going tech and you could easily face a diversion or a 5 hr delay....This is how aviation works! If they dont like the sound if it, take the car! Or maybe the train NY - LA that would be fun! :D

stickwiggler
08-26-2007, 03:35 AM
I mentioned in another thread that the airline industry is the main culprit in its own demise. With the price of oil, competition and other sundry reasons, the time has come to raise fares and I, for one, am more than willing to pay. I know that airline executives believe the flying public is a bunch of whiners who have no sense of loyalty except to save a buck or two. Baldanza's email did not bother me at all; he was merely stating a fact. His error was in hitting the "reply all" button. He probably did that on purpose when you think about it some more.[/I]



Vagabound,

You are absolutely right; and wrong.

I applaud you for your understanding of the greatest problem facing the airline word. Money. The planes, crews, and ground support pers. are being pushed too hard to make a profit. Meanwhile, the cost (ticket revenue) keeps going down. So you're right.

I also believe that our "walmart economy" mentality is driving this. Business travelers still have some allegiance and will pay for better service, but unfortunately airlines can't survive on just them so they fill their seats with....whoever.

Whoever gets on Yahoo Travel and clicks "cheapest fair"


What's the answer? Pain for the airlines and (more importantly on this forum) Pilots! There will be a round of consolidation. Delta and Northwest will follow the US Air/Am West Then look for United to merge with Someone. American is pretty big but, they'll look too. Trickle down economics will not require as many regional airlines ergo not as many regional pilots.

This is what my Magic 8 Ball is telling me anyway.

Stick

belliott
08-26-2007, 05:58 AM
I would have to say that these passengers believe that they are entitled to too much.... As Richard Pryor once said "F#$k 'em!";)

Now I know that this would not be an appropriate response to customers but it seems that it is a situation where you are damned if you do and damned if you don't....

That being said.... I think all CEO's should go through a remedial email course so that this doesn't happen again.

FlyerJosh
08-26-2007, 10:10 AM
I'd like to know...

WHY THE ******* WAS A CEO EVEN DEALING WITH THIS IN THE FIRST PLACE?

I would hope that any upper level manager (executive) at an airline doesn't spend their day responding to emails about ****ed off passengers. Sorry, but in my mind, this is WAAAAY below what they are paid so highly for.

Perhaps that's the problem. Instead of trying to make sound financial decisions, cut deals, create/implement business plans and see the big picture, today's airline executives are too busy ****ing around with the day to day operations.

Why would any CEO be dealing with a customer service issue? Isn't that why they have: Customer Service Agents, Customer Service Supervisors, Customer Service Managers, Customer Complaint Resolution Managers, Directors of Customer Service, and Customer Service Vice Presidents?

vandypilot
08-26-2007, 06:54 PM
Our CEO doesn't deal with customer service issues. That is why he was forwarding the email to the person at Spirit that does. And that is how the mistake email got replied to all. The person with the complaint figured out his email and bothered the CEO with it. It is not that hard to do at spirit. [email protected]

FlyerJosh
08-26-2007, 09:10 PM
Our CEO doesn't deal with customer service issues. That is why he was forwarding the email to the person at Spirit that does. And that is how the mistake email got replied to all. The person with the complaint figured out his email and bothered the CEO with it. It is not that hard to do at spirit. [email protected]

Seems to me like he "dealt" with the issue by making a comment. It burned him in the long run. Would have been better for him to simply hit delete, or forward it to his secretary and say "pass this to the appropriate person." By putting his opinion on the issue, he deals with it (even if unintentionally).

Good leaders, pass on info without opinion (unless it's absolutely necessary)and let the field commanders run with the information.

skybolt
08-27-2007, 09:01 AM
I'd like to know...

WHY THE ******* WAS A CEO EVEN DEALING WITH THIS IN THE FIRST PLACE?

?


This CEO is "business "smarter than the average bear. Unlike me, he has the ability to multi-task. He was dealing with an email that came across his screen.

Now if he only had people skills to match his "business" accumen!!!! We'd be the next Southwest.

shiftwork
08-28-2007, 05:17 AM
Now if he only had people skills to match his "business" accumen!!!! We'd be the next Southwest.[/QUOTE]


Ah......of Haiti and other Island nations?

Maybe more like Ryan or EasyJet;)

ImEbee
08-28-2007, 08:33 AM
funny thing is, in the days of pre LCCs - it was no other than the same airlines of today that taught all of our passengers that we owl them this that and the other..... we spoiled them to a life of pampering.... - no one to blame but ourselves [read: airline industry, not pilots].

:)

Haha...Remember when every one complained about how bad the in-flight meals were? And now everyone complains they don't get the in-flight meals. :rolleyes:

shiftwork
08-28-2007, 09:41 AM
In flight meal...... Heck you get nothing free at NK. Seat Extension I think is $5;)

Oldfreightdawg
08-28-2007, 12:51 PM
Did Pres. Bush call you on the radio and tell you to divert or does he now control the weather? Please enlighten us. I feel your response might be quite entertaining.:D

What RedeyeAV8r said. I guess I wasn't too clear on that. We had received from ATC that all arrivals were "shut off" because of VIP movement (pres Bush), So we held over Brainerd for as long as we could, then deviated to RST.

I explained this to the pax, which of course set off all the Bush haters--especially this guy--probably just should have kept my mouth shut.

Shrek
08-29-2007, 01:44 PM
Ah......of Haiti and other Island nations?

Funny you should mention Haiti..........American has been loving that place for years. It is a CASH COW...........

hotshot
08-31-2007, 09:40 PM
It looks like I should've titled this thread "Spirit CEO's rude, but completely honest email that everyone at APC agrees with." :)

9999
08-31-2007, 11:11 PM
What RedeyeAV8r said. I guess I wasn't too clear on that. We had received from ATC that all arrivals were "shut off" because of VIP movement (pres Bush), So we held over Brainerd for as long as we could, then deviated to RST.

I explained this to the pax, which of course set off all the Bush haters--especially this guy--probably just should have kept my mouth shut.

I was also scheduled to fly into MSP that day and had to delay my arrival (ultimately cancelling for weather at Kenosha, our final destination) due to the President. No big deal. Try flying into Andrews AFB whenever Air Force 1 is around. You can't even move outside of Base Ops. They lock things down very well.

skybolt
09-01-2007, 07:02 AM
It looks like I should've titled this thread "Spirit CEO's rude, but completely honest email that everyone at APC agrees with." :)

Not ME! I do accept that a passenger who pays $9 for a ticket shouldn't expect caviar, pate' and chardoney, but I don't accept the "we owe him nothing" attitude.
Baldanza was right only in his observation that most people are totally price driven.

taylorjets
09-01-2007, 01:54 PM
load factor over 90 percent at NK...

Short Bus Drive
09-01-2007, 05:10 PM
load factor over 90 percent at NK...

That's good, but it is the amount they charge for tickets. We could have 100% Load Factor, but if the ticket prices don't cover the costs.....:rolleyes:

taylorjets
09-03-2007, 07:05 AM
That's good, but it is the amount they charge for tickets. We could have 100% Load Factor, but if the ticket prices don't cover the costs.....:rolleyes:

12.5 million profit first quarter...



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