The Spirit Airlines operation melted down over the summer stranding customers around their system. I said it probably wouldn’t hurt them in the long run, and that customers would fly them the next time they were cheapest. I didn’t imagine their customer service would get better in a rapprochement with passengers.
Spirit has worked hard to improve its operational reliability in recent years. Before the pandemic they weren’t just cheap, they were frequently on-time. That reputation may have been undermined, but it looks like they may be working towards a new reputation – one that takes care of customers when flights delay?
Here they interlined the passenger onto another airline to get the family to their destination – and covered meals in the airport, too!
Proactive re-accommodation on another airline and meal vouchers without asking. @SpiritAirlines is quickly coming up the ranks for IROPs handling. This sounds like how the old @AmericanAir used to handle things. @garyleff pic.twitter.com/cA4IFOfvzS
— Matthew Minor (@ThisGuyMM) October 10, 2021
The FO called in and took an hour past departure to get a reserve pilot in..
— Matthew Minor (@ThisGuyMM) October 11, 2021
How does $28 per person for meals sound, on top of a SkyMiles-earning Delta flight courtesy of Spirit? Ben Baldanza would never! When Baldanza ran Spirit he accidentally hit reply all to a complaint (sharing his snark with a customer) saying to
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.
American Airlines by the way just changed its contract of carriage to make clear it had no obligation to put passengers on other airlines although they stopped doing this for most passengers in 2018. That same year American’s President explained how they were chasing Spirit. Maybe Spirit won?