Let me start by introducing myself. I am the Customer Relations Manager of Spirit Airlines. I’ve been with the company for 2 years and 4 months, and managing the CR team for the last year and a half. Recently, I have been tasked with turning our customer perception around – which is why I am appealing to you here.

As I read through the posts on this and several other blogs, I find that this is the first time that I or my staff see the complaint. Prior to posting something negative about our company, I challenge you to reach out to our customer relations group or myself (Heather. Harvey@spiritair.com). You may also reach our consumer relations via our website, Spiritair.com by selecting the ‘Help’ tab at the top right corner of the home screen. In the search box please type contact us and select the ‘question/comment’ tab. We are committed to correcting our mistakes. Your complaints and compliments spur many conversations with upper management.

Our staff is a caring and intelligent group of individuals who see the bigger picture. Help us be a better company by bringing your issue to our attention – if we aren’t aware that there is a problem how are we going to fix it?

You have given us the opportunity to improve our service and we will do our best to do just that.

Please travel with us soon. It is always a privilege to welcome you aboard.

Sincerely,

Heather Harvey
Manager, Corporate Consumer Relations
Spirit Airlines

They often leave early when everyone is on board. I like the big front seat, and I gladly pay the extra few bucks for it. I don’t want free cocktails or a curtain to block out the hoi polloi, I just want a decent sized seat. Sometimes I buy a bag and sometimes I don’t.

I’ve never had a problem in a dozen or so flights in the past two years. I think people have unrealistic expectations, they are an airline not a babysitter, or someone to hold their hand. Non-refundable fares are non-refundable, read the terms and conditions before you buy something,

I buy the ticket, show up at the appointed time, get on the aircraft, shut up, sit down and get to my destination. If I want something special I take care of it myself or pay for it. If I change plans I follow the airlines rules.

It was nice of the airline to fix these customer’s mistakes, but really they are under no obligation to do so. After all we are talking ten or fifteen dollars, is it really worth the time and effort to send off letters or sit on hold for a long time. If you do call Spirit try the Spanish line, it is answered much quicker than the line that rings into the PI. Sorry if you are a monoglot.

Their CEO is right, people will choose another airline in a second if they have a lower price.

Where they consistently drop the ball is what I’ll call the “Exceptions” that occur in the airline business like the two instances above.

They are like many companies in that when pushed they do the right thing. It’s just frustrating for the customer to have to push all the time.

Glad to hear that Spirit may actually follow the terms of its contract. . .