31. Alex, thank you for posting this! This is a major eye-opener in how companies really deal with their dissatified employees. You know, companies are always putting their best face forward when courting customers but the true test of a company is how they respond to complaints. Spirit certainly flunked this one!

1:09PM on Aug 23rd 2007 by Ching

32. I have to disagree with pilot Bill Patrick's comments in post #13 above. I "always" fly one of those dinosaur airlines (United) because of their frequent flier loyalty program and the overall "good" customer service I receive. In fact, I specifically avoid the discount flying buckets such as Spirit because I feel like I am treated like cattle whenever I am forced to fly one of them. I fly every week on business, but still in the economy seats which are priced to be competitive with the discounters. Sure, I've experienced my share of problems with United through the years, but nothing like what I am reading about with Spirit. If this is the attitude that Spirit's C.E.O. has towards his customers, then the customers should vote once again with their credit cards...and start booking flights on other airlines who still value good customer service. I agree that Spirit doesn't owe the couple any more than they were originally offered, but I could not fly an airline which shows such blatant disrespect for its customers. I'm glad that I read about this incident in USAToday and came to your blog, as it has really opened up my eyes regarding Spirit. I had considered flying Spirit for some of my shorter haul flights, but will now avoid them at any cost. Saving a few dollars to be treated like cattle just isn't good value in my opinion. Please tell Mr. Baldanza that he can keep that extra penny...I won't fly his airline...and will instead spend an extra quarter to receive good customer service elsewhere.

1:51PM on Aug 23rd 2007 by Larry Wallace

33. Just a few comments from someone who grew up IN the airline industry. My dad worked for American for 33 years and I've seen it all, good and bad. I've been flying for business and personal reasons on my own for over 30 years and I can tell you, it's nothing like it used to be. In the heydey, you got service regardless of where you sat and you paid for it. Now, unless you're in First or Business, it's the equivalent of a flying bus. Not bad, not great, just the way it is.
I've flown the major carriers and the discounters and in the end, it depends on the leadership of the company. Herb Kelleher built a great airline in Southwest and kept it profitable all these years, and employees still like working there. I know pilots with 20+ years military experience who are still waiting to get hired on there. It's ALWAYS about the leadership and how that filters down through the company. It's obvious good old Ben at Spirit never learned those lessons, and it shows all the way down through the food chain.
Second, it depends on the flyer. If you start your trip with an attitude, you'll get it right back from the airline staff. I've encountered multitudes of delays, problems, lost baggage, etc and I can tell you if you treat the staff with respect, understand they work long hours for low pay, they'll take care of you. But that's true of any customer service rep in any industry. Yes, there are jerks out there, but they are usually few and far between. If you just keep cool and ditch the attitude, you can usually get what you want. (note I said USUALLY, not always).
Finally, you have to be a responsible flyer. That means not booking trips with tight connections that are questionable at best, not allowing time for things like TSA delays, weather delays, etc. and the always present mechanical problem. Personally, I'd rather they make sure the plane stays together until I reach my destination. And it means researching airlines on the web and doing your homework. There's plenty of information if you're willing to take then time to find it. If Christy had checked out Spirit before booking them, she may have avoided this issue entirely. 'Nuff said.

1:55PM on Aug 23rd 2007 by Robert

34. Larry

You make my point precisely. I fail to see where you disagree with anything I've said unless you are suggesting that the "full" service at United is the same level of service that is was even 5 years ago. Note that they had to enter into a protracted bankruptcy to avoid paying the full amount due their creditors in order to survive. (As well as their employees salaries, pensions and benefits by the way.) The going market rate for ticket prices is driving airlines like United out of business because the can't compete on a cost basis with cut rate operations like Spirit. Even now they are only eeking out a profit, even with packed airplanes. Your continued support of them because of the service they even yet provide is exactly what needs to be done.

2:23PM on Aug 23rd 2007 by Bill Patrick

35. Bill (#35),

Strictly for conversational reasons -- how much have the costs of delays, unions, etc. affected the business model of the airline industry? Or rather, is it a fuel cost thing, competitive pressures? I figure now is as good as chance as any to learn what the heck is actually going on, and you seem more knowledgeable on the subject than myself.

Best,

Alex

2:28PM on Aug 23rd 2007 by Alex Rudloff

36. The customer said that they bought their flight with enough time for a 1.5 hour delay (almost every evening in ATL has a :45 minute delay or more) but they got on the flight at 7:15PM which was almost the 1.5 hour delay window they spoke of...why then would they board the flight? Why go to ATL and incur the "extra" expense?

So they are mad at themselves for foolishly boarding the airplane nearly 1.5 hours late...did they think they would magically time warp to ATL and make it on time? Or did they think ATL was in central time? What ever the reason for their anger: Ben should have chosen his words more carefully and they should really get their story straight before they run their mouthes.

3:10PM on Aug 23rd 2007 by Airline PAX are dumb

37. Spirit makes their business on promising nothing and delivering less...they did not violate their contract of carriage in any way. You want a bad airline, try US Airways!

Spirit is an ULTRA LOW COST CARRIER...you don't fly the Ryan Air of North America and expect to be treated like a King.

My hat's off to Baldanza...and my guess is that he intentionally hit reply all because that's how that airline works: They deliver your butt within 75% of on-time at below-market rates. That's it.

Regards,
Bryan.

3:30PM on Aug 23rd 2007 by Bryan Menard

38. I just saw this article and while the CEO of this company was out of line with his comments. The central premise is right airline customers of today are so into something for nothing. Delays happen in the airline industry I should know I work for an airline. Customers want to pay nothing for a ticket then when it doesnt work out for them perfectly they want compensation beyond what can be expected. Weather is not under the control of the airlines people, would you rather be late for a concert or dead due to unsafe flying conditions. This mentality does have an affect across the board you are going to pay more for your flights due to the whiny few. Money has to come from some where.

3:37PM on Aug 23rd 2007 by margorita

39. That is nothing. You should hear how B & Co. talk to the employees (and how little they think of the employees). Yelling, screaming and unprofessional written communication abounds in Miramar and throughout the NK system. Ultra low cost carrier obviously translates to ultra low treatment of employees, too. B is probably the mildest of the bunch. The new head of people takes the cake...

5:14PM on Aug 23rd 2007 by J.R.

40. Alex

I don't know how all the beans are counted in this business but here's some observations.

History would show that the airline business has never had a model that works. The industry has been a net money loser since its inception. It remains to be seen if the successful SW model will continue into the future. It is no longer a 'new' airline and is starting to show some of the struggles faced by legacy carriers. The industry is far more complex than most people realize. The variables, many of which are uncontrollable and unpredictable are numerous.

Fuel should be a non competitive expense in that all airlines pay approximately the same. However, because it is such a huge portion of the operating expense of a flight, airlines in a strong cash position will hedge fuel prices in 'cheaper' times to protect against future large increases. Southwest enjoyed a period of tremendous market advantage when they locked in low fuel prices several years ago. Most large airlines do the same but SW was particularly successful. Now I think fuel is pretty much industry neutral in that those cheap hedges have all expired and all airlines now pay roughly the same.

As to fixed costs - the older legacy carriers (also the ones likely to offer some resemblance of full service) - have a distinct disadvantage. They have greater defined benefit retirement plans, healthcare costs, an older more expensive work force (in term of years of service) and generally more layers of management than their low cost rivals. Start up carriers beat the costs of the legacy carriers at every level. The big advantage to the legacy carriers is that they still retain their frequent fliers - usually business people - that book at the last minute and pay a premium. They then have a large airline network to use the milage awards in.

One of the places airline managers have attacked in order to keep them competitive with lower cost rivals is in the area a employee wages and benefits. Huge pay cuts and benefit decreases have affected employees at all the majors. Attitudes and service are of course affected by such cuts, especially when senior management is rewarded with tens of millions in bonuses at the same time. (ala American recently)

One advantage that the airline business does have that many others don't is in cash flow. People that book a flight now for Christmas travel get a good fare (hopefully) but the airline gets to use the money months before they pay for the expenses of operating your flight. That adds up to big bucks in a big airline.

When an airline is having a bad day - say storms in Atlanta - Delta (in this case) is going to have massive schedule problems. Thousands of plans are disrupted and frustration levels rise. The brunt of passenger angst is focused upon the ticket counter, gate agent and flight attendant. These folks do not set nor have any input into company, FAA or ATC policy and procedures yet they are tasked with implementing compliance. I assure you they are not paid anywhere near enough. I don't know how hey do it - at any airline. As for pilots - yes delays and disruptions are very stressful. More than most people would understand. At least since 911 however we have a bullet proof door to hide behind when things really get tough in the cabin.....

6:39PM on Aug 23rd 2007 by Bill Patrick

41. This is another perfect example of what is wrong in this country. Everyone expects to be compensated for being inconvenienced in the slightest way, and especially when it is of their own making. Of course, James and Christy weren't at fault for booking a flight to Atlanta that was to arrive within hours of their concert...nooooo, it must be the fault of someone else and that someone should PAY!

The airline industry has basically become a glorified, flying bus company. They do get us all over the world for relatively low money and sub par service, so what do you expect? Personally, I fly all the time and I understand that it takes quite a while to get through to some airlines and I plan for that. I’ve had flights canceled, slept in airports, had my luggage lost, had flights diverted, experienced poor customer service, endured rude passengers, and I would have been more justified in demanding compensation than these two. And here, Spirit Airlines offers to give them more than double the price they paid for their tickets, when they deserved nothing. The CEO didn't intend for the email to be sent to the complainants, but I'm sure he is sick and tired of dealing with individuals like James and Christy who aren't satisfied with anything. Remember…they only paid $73.50 for two tickets and they made it safely to Atlanta, albeit a few hours late.

Maybe they could get the name of the judge who sued the dry cleaner for $67 million for misplacing his pants. Sounds like a match made in heaven.

11:41PM on Aug 23rd 2007 by Kim S.

42. The airline offered you more in compensation than you paid for your tickets. You didn't just buy cheap tickets. You were greedy when compensation was offered.

Spirit stepped up the plate, ultimately. Their workers are people too... and based on your attitude, I wouldn't have wanted to go the extra mile to help you either.

12:41AM on Aug 24th 2007 by Brett

43. The intelligent posting of #13 sums it up in a nutshell. It was very poor planning on the part of the customers involved, to book a ticket that had them arriving at one of the world's busiest airports just a few hours before their concert. Furthermore, the affected customers failed to read the airline's Contract of Carriage, which states that arrival and departure times are not guaranteed. Every airline stipulates this in their Contract of Carriage. The agent who offered $100 travel vouchers for compensation went above and beyond for these customers, who took a risk (presumably because of the cheap tickets) and lost. If a concert is that important to me, I would fly in the day before and pay for an extra night in a hotel. Sadly, the airline industry has become Walmartized. Like the pilot (#13) so eloquently stated, leg room, hot meals, and customer service all come at a price that, unfortunately the American consumer is unwilling to pay for. I am not defending Ben Baldanza or Spirit Airlines by any means. But the American consumer has voted with their pocket book. And that said consumer has made it known that they will put up with cramped seating, poor service, no advanced seat assignments, dirty aircraft cabins, surly airline personnel, and delayed flights, as long as it saves them $100 bucks in the process. That is the consequence of a deregulated industry operating in a highly competitive free market environment. This could have happened on Delta, United, or Jet Blue...same sh*t, different paint job...

2:05AM on Aug 24th 2007 by Jamake

44. This seriously made me day....haha, such incompetence. I didn't know Spirit was this bad, but it only makes me appreciate my preferred carriers (Continental, jetBlue and Southwest) much more!

2:33AM on Aug 24th 2007 by Drew

45. The CEO of Spirtless Airlines formerly worked for USAirways...the airline I have worked for during the past 29 years. Now you know why USAirways sucks as bad as Spirit does. This is typical of degrulation airlines and low cost carriers. Pay your money and take your chances. Kind of like Vegas. Rest assured however that CEO Ballsdanza, like all other airline management, pays himself a handsome salary while he expects the customers to put up with inferior service.

7:57AM on Aug 24th 2007 by Randy Clark