Spirit Airlines on ABC News
 

This reminds me of "the e-mail"
 

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:

Mr. Baldanza accidentally used 'reply all', so this e-mail was sent to the customer who originally complained.:D

All I have to say is you get what you pay for.

In another article he explains that Spirit only does what it says it will. There is a lot that could be fixed at this airline, but over all that was another great form of free advertisement by BBB.

Baldanza is right---Spirit isn't for the elite passenger who wants to be coddled, it's strictly for passengers who want to save money and are willing to pay extra for traditionally-free frills. People will fly an airline like that---just look at RyanAir, Easyjet and Air Berlin.

The problem with this country is the 'Wal-Mart-ization' of the airline industry. Airlines have programmed passengers in the US to expect Nordstrom's quality and service for Wal-Mart/K-Mart prices; and passengers demand this, not expect it. The US is still over-supplied with airlines, seats and flights; the prices are too low, and passengers expect nonstop, transcon flights for under $200 round-trip. It just isn't realistic or economical anymore.

While customer service is a must no matter what product you put out, you are absolutely correct. My mother in law had the nerve to complain about how much "extra" money she needed to take to the airport to pay baggage fees etc. on her $180 RT ticket SEA-Cabo:eek:

You, sir, are 110% correct. In peoples' minds, many see air travel as something out of the 60's still, until they have to pay for it. They want the service, perks, and luxury that the airline's advertise and that's their expectations.

The internet has killed the yield for the airlines. As one CEO said at a former company, the passenger will not pay $5 more than the fare of a competing carrier, but will pay $5 for a Snickers bar once on the aircraft.

I'm not sure what's more unreal, the $180 RT SEA-Cabo or the fact that she complained about having to spend anymore.

And I want it to be known I wasn't knocking the Spirit Pilots. It's just I had 4 Spirit guys in my old DTW crashpad & 3 of them did nothing but reiterate what a POS operation they worked for. The stories I listened to were sick.

Good Luck NK Pilots. I know your negotiations are going tough. Hang in there.

Mr. Baldanza should be more careful next time when he's writing email. "Reply-all" means just that... Perhaps he should be like our Mr. VP Biden, ****.

5 flts. Departing May 10th returning May12th Priceline

1. LGA-FLL-LGA, US $207, NWA $318, NK $327, Delta $358, JBLue $428

2. DTW-FLL-DTW, NWA $258, CAL $258, A/A $258, NK $267

3. DTW-LAX-DTW, Delta $296, CAL $296, A/A $296, AirTran $316, NK $447

4. FLL-SJU-FLL, JBlue $201, NK$210, Delta $475, AirTran $475

5. FLL-ATL-FLL, US $230, Delta $257, Airtran $257, NK $260


FWIW...... I looked up six flts. with one of them unable to book at flt on NK (DTW-LAS). Spent no more then 5 min. total and only looked at price.

You could do that all day and skew the results, look I just did the same thing. FWIW until you(we) understand bucket pricing and the direct competition NK and others who might jack up its rates on another route where it doesn't compete with NK just to stay lower than NK on a NK route. When it comes down to it the end of year FDOT comparisson does show an average of $150 smackos cheaper. It all depends on where you are going.

May 10th returning May12th

FLL-LIM-FLL NK $395 CAL $880 Delta $1700 Taca and AA $1779

FLL-STT-FLL NK $485 US $630 Delta $630 AA $647 CAL $1274

FLL-BOG-FLL NK $477 Delta $803 CAL $1430 AA $1455

FLL-SDQ-FLL NK $431 JB $480 Delta $1057 AA $1068

The point is.......
 

That's hilarious!! everyone missed the point of this thread I think!!!

Actually the story on ABC didn't even mention the reply all incident, unless I missed it.

I also think people expect every airline to be the same. For example, if they flew for all of their life with American like I did, then you would expect to get the same treatment with another one regardless what you pay because that is what you have come to expect.

I, for example, flew with JetBlue for the first time after flying with American ever since I was a baby. Fortunately, my experience was very good to the point, I always try to see if there is a JetBlue flight to my destination.

But if I would have started flying with JetBlue and then take a flight with American then my experience would have been much different. Older aircraft, almost no leg room, barely visible TVs etc.

It has always amazed me that people complain for paying $200 for a flight that could have cost them twice as much if they would have gone in a car. And not only that, but expect world class service from the cheapest deal around. Got delayed? things happen honey. Your fault for booking a flight the same day as the concert. Its like people arriving 30 minutes before the flight at the airport and complaining about missing the flight.

If we don't do it , someone else will cash on this type of operation. Today I think there are more pax that rather pay less and get cheap treatment than the alternative.

I remember, ppl buying 2 legs from ORD to MIA on AE rather than pay an extra 50-100 dollars on a direct flight on AA.

We will always complain about everything, an aviation however I don't think is taken that seriously.

Maybe I wrong, but some airlines seem to follow our business ideas, Spirit is an easy target every time there are talks about CHEAP AIRLINES, but pax still fly..

This guy is a CEO and can't even work his email. Thank god he is not flying an Airbus. So why do CEO's make so much more than us?

International yes, cheaper cost and product.
Domestic not so cheaper.

NK fly's, maybe 1/4 Int. ops?

My point is that NK is not always the cheapest; although mgt. carry's on like they are and therefore it is alright to have less than "normal" customer service: 14.3 complaints per 100k compared to Southwest .25/100K.

I'm sure that NK's mgt. is looking into ways of improving cust. serv. other wise thee ol' fool me once shame of you, fool me twice shame on me might bite them: Probably not as Ben points out, "it's not for everyone...." but it must be for quit a few as I've heard 1st qtr. profits looked real good!:D

You are correct, you can compare prices all day, but I only spent about 3 minutes looking up some regular NK routes that they compete with other LLC's and Majors and posted the results for enjoyment purposes only:)

Here is to giving the customer what they want, regardless of what they want or get

Cheers!

I thought we had it bad at Spirit. Coming from Europe, I heard everything you could possibly hear from RyanAir. Paying for your own training, uniform, crew being stacked up like meat in RyanAir apartments on overnights, not being paid the first 6 months on the job for the young newbies, flying regulary 99 hours a month... the list could go on. Some are hard to believe and this interesting documentary might put things in perspective.

YouTube - Ryanair Caught Napping

14.3 complaints per 100k?!?! Is that where that number comes from? That is .0143%. Way below the legal limit! :D

In defense of the passenger from the beginning of the thread, if an airline advertises a certain segment at a certain price, I don't think it is unreasonable for the customer to expect to get that. And certainly the customer has a right to vent if the trip goes terribly wrong. It is probably not completely fair to just tell the guy something to the effect ... well, you get what you pay for. In fact, its quite and ignorant stance and the customer deserves something more... the customer... the source of revenue.

Not sure entirely what your point was...that NK isn't always the cheapest? I'll give you that much. I guess the real measure of their effect would be to see what all those other carriers' fares were on those routes *before* NK entered those markets.

I think NK's international ops are about 60-70% of their total operations.

Spirit is cheaper than the legacy's but it's very close to other lccs. For example the price of the NY-FL run is very similar to Jetblue. I would rather take Jetblue. I think it's smart they've gotten in the Int market, they ought to expand a little more on the West coast.

Because they write the checks

Hell… these Neanderthals don’t write checks… they can’t be trusted with sharp instruments like pens in their hands… they collect large paychecks for making poor decisions. Big business… you gotta love it!

Hey... there are cabin crew making more money than some F/Os in the US. Better yet... there are many F/Os making more money than captain at some US carriers flying the same equipment. 900 hours a year verus 1,000 a year. Not bad. Some guys work 9 months... two 30 day periods off and two additional weeks off too.

Cabin crew stacked up during overnights? They are home every night. No layovers. What's the difference between crash pads in the US and Europe? None. Infact I've seen many crash pads in the US that should be condemned versus many I've seen in Europe.

Pay to play? its all over the world, and has been for over 20 years.

I say rock on Ben... He did a good job of getting the overall mission across in the interview. Now how about a new, better contract for the crew???

It's a case of poor marketing
 

I don't think the legacy carriers have done a very good job of highlighting the considerable differences between absolute cut rate fares - and hence, lousy service and amenities, and their higher quality product. Sure, one can site an astronomical fare cost difference in some markets, but other than DOT on time records, bag losses and of course safety, does any airline effectively advertise the difference in leg room, crew experience, depot-level maintenance, and customer service philosophy?
At the "regional" I've worked at for the last 22 years, not once have I been called on the carpet for "doing the right thing" for my passengers. In addition to being the last word from a safety standpoint, I consider myself the last word in customer service - should things get out of the ordinary.

I'm amazed that all of you under paid over worked pilots can't see that if not for cheap tickets most people wouldn't fly. Then there would'nt be any jobs for about half of you too complain about.

NOOOO uuuuuu Diiii DNTTT

Which half, may I ask, are you referring to? Those who’ve been in the profession for some 30 years and working for the same company and who have had pay, benefits along with their terms and conditions contained within their contracts eroded?

Or are you referring to the other half that are newbies in the business?

Are you one of the complaining passengers we hear about from our cabin crew because you are not the first to board??? did not get that emergency exit row with business class leg room??? had to pay to check your bag??? no free food??? no free dinks??? no pillows??? no blankets??? no free movie??? no free headsets

I won’t bore you about the details of the training and constant scrutiny that pilots undergo throughout their careers like no other professional, such as doctors or attorneys.

I don’t know Sandy69, based on education, training, and checking requirements, what do you think a reasonable salary would be. Maybe you can shed some light on the subject.

Oh by the way… what’s your profession, pay, and benefits. Do you think you are adequately rewarded for the work you perform? If not feel free to complain... we're good readers.

The great thing about America is choice. That's why there is more than one airline.

Boy! Aren't we glad that you have made it out of the swamp? :eek:

The fact of the matter is that leisure airline travel is subject to the law of income elasticity of demand. Spirit Airlines caters to the leisure traveler. If you view Spirit Airlines as an "inferior good", it would thereby follow that during this or any economic downturn, consumers will flock to the least expensive option when planning their travel. A load factor of over 80% for the fiscal year ending Dec. 2008 would seem to support this theory. Just like corporations, the consumer's primary concern is the bottom line. With one of the lowest operating costs in the industry, Spirit should be expected to thrive during recessionary periods. My question is how they will compete when the economy turns around and travelers have more discretionary income to shop for "superior goods". In an era where brand loyalty has nearly disappeared, will Spirit be able to retain repeat customers, or will they lose them to a more service-oriented airline?

I find your comment pretty standard in regards to the American public. Grossly uniformed but not afraid to just hang it all out there! Go ahead and stick you head in the sand regarding the big picture...if wages continue to spiral down, look what you are going to get a decade down the road for an airline pilot....some under-trained pimple face kid and some overworked, burned-out captain to babysit him. For one who desires to become a commercial pilot, the costs are just too high and the reward almost non-existent. Military pilots will not leave for this BS pay if they believe things will not improve. Enjoy reading about the wrecks down the road! If you want to pull your head out of the sand again I'll bet you have the same opinion on doctors. "They get paid too much and just golf all day." I bet you say that when you are upset over paying your $15 co-pay at the office. Well guess what...family practice doctors are leaving in droves. Most, like airline pilots would not recommend the career field to their friends or children. Tell ya what, take a look and see if the gas station you work for is losing money or not making enough. Go on in and volunteer to work 2 days a week free so your boss can lower the gas prices to drum up business. Don't ask him to cut his $300 grand per year salary, but volunteer to do your part so you can keep the operation making money! Good luck!


Seattle to San Francisco:

Greyhound Bus Lines:

Select Fare Type
Purchase Fare Type Qty Passenger Each Total
Refundable Fare
No further discounts are available on this fare. Help 1
Adult
$109.00
$109.00
7-Day Advance Purchase
No further discounts are available on this fare. Help 1
Adult
$65.00
$65.00
Non-refundable
No further discounts are available on this fare. Help 1
Adult
$97.00
$97.00

Here is the fun part! I like the 7am transfer!

Location Arrives Departs Layover Carrier Schedule

SEATTLE, WA 07:20am GLI 1443
TACOMA, WA 08:05am 08:15am :10 GLI 1443
OLYMPIA, WA 08:55am 09:05am :10 GLI 1443
CENTRALIA, WA 09:40am 09:40am GLI 1443
LONGVIEW, WA 10:30am 10:30am GLI 1443
PORTLAND, OR 11:25am 12:20pm :55 GLI 1443
WOODBURN, OR 01:05pm 01:05pm GLI 1443
SALEM, OR 01:35pm 01:40pm :05 GLI 1443
CORVALLIS, OR 02:30pm 02:35pm :05 GLI 1443
EUGENE, OR 03:30pm 03:45pm :15 GLI 1443
ROSEBURG, OR 05:00pm 05:05pm :05 GLI 1443
GRANTS PASS, OR 06:20pm 06:25pm :05 GLI 1443
RS MEDFORD, OR 06:50pm 07:25pm :35 GLI 1443
MEDFORD, OR 07:40pm 07:55pm :15 GLI 1443
WEED, CA 09:40pm 09:40pm GLI 1443
REDDING, CA 11:00pm 11:20pm :20 GLI 1443
SACRAMENTO, CA 02:00am GLI 1443
SACRAMENTO, CA Transfer 07:00am 5:00 GLI 8303
VACAVILLE, CA 07:40am 07:40am GLI 8303
SUISUN CITY, CA 08:05am 08:05am GLI 8303
VALLEJO, CA 08:30am 08:30am GLI 8303
OAKLAND, CA 09:05am 09:15am :10 GLI 8303
SAN FRANCISCO, CA 09:35am

GLI: GREYHOUND LINES, INC.


NOTICE the $59 fare!!!!!!

Southwest Airlines

Pricing
Passenger
Type Trip Routing Type of Fare Base Fare U.S.
Taxes PFC Security
Fee1 Passenger(s) Total
Adult Depart SEA-OAK Wanna Get Away $45.58 $7.02 $4.50 $2.50 1 $59.60

My post wasn't to say airline pilots are over or underpaid. It was just to provoke some thought of the airline guys who say passenger comfort or quality of travel doesn't matter because the tickets prices are cheap.
Most working class people who fly do so because it is convient and either just as or not mutch more expensive than driving, But continue to provide bad experiences and those customers will chooes driveing or other means of transportation.

Is anybody here the LEAST bit curious about how and why this segment on ABC News came about? I want to know if this was ABC News' idea to profile the airline, or if there was someone from Spirit that provoked them into doing this piece?

If someone knows the history behind this, please enlighten us all!
:cool:

What "considerable differences"? Were there some 20, or even 10 years ago? Sure. But now - not so much.

bolds are mine

There is no "safety" difference between Spirit and ____ (insert favorite brand here), nor does any airline advertise that there is. "Crew experience"? Same thing, at least in the flight deck (and I've yet to hear of more than 1 accident investigation rule that either a contributing factor was FA negligence, or that a significant number of lives were saved due to the experience of the FA's. FA's have done their job when called upon - though I do recall one accident where the FA's didn't evacuate the aircraft b/c the flightdeck never issued the order. The passengers, like the FA's, just sat there and burned to death:eek:). I'd bet Spirit flight crews, are, on average, more experienced flying into the non-radar and mountainous terrain environment of Central and South America than the average crew (no other US airline flies these routes as often as an overall % of their flying), and can operate their airbus just as well as any other crew in domestic US flying. Flying outside the US is considerable different than the coddled, radar environment of the US - hence, why flying in the US is so safe. Heck, almost 1/2 of all of a legacy airline's domestic flying is now contracted out to an RJ operator - if you're concerned about "crew experience", you'd likely be better off not flying on AA, DL, CO, or US - fly a LCC, like JetBlue, Southwest, or Spirit.

As far as leg room, you have none on Spirit, and only a tad more on other carriers in steerage. Most of Spirit's depot level MX is contracted out, just like every other carrier. While Spirit's customer service philosophy is horrible, I can't say that other carriers have a significantly better one today (what they had is not relevant - 'what have you done for me today' is the new paradigm). There is no product differentiation anymore.

A "more service-oriented airline", "superior goods"? If you're flying either domestically within the US, or between the US and Central/South America (Spirit's competition), which airline would you be referring to? JetBlue is the only '4 star' airline that Spirit competes directly with (Frontier and Midwest are the only others in the western hemisphere, but Spirit doesn't fly head to head against them). Spirit, just like every other airline they compete with (excepting B6), is a '3 star' airline. Who exactly would be the "service oriented airline" that will steal away all of Spirit's customers with their great service (Spirit doesn't compete against the likes of Singapore Airlines and all those other true 'service oriented' airlines)?

Well said Sniper.

jetblue is a 4 star airline? Blue chips anyone?