I just got off the phone with Ben Baldanza from Spirit Airlines regarding a series of posts I wrote about 2 years ago now. Long enough ago that I honestly didn't immediately recognize the name, and once I did, completely thought it was Gavin putting someone up to it. Mr. Baldanza very kindly sent me an e-mail from his corporate e-mail address to confirm that it was indeed him ;). Gotta love the Internet. The conversation was brief, but Mr. Baldanza informed me of the various steps his company has taken to improve their customer service situation and all the factors involved in the company during that particular time frame. The way I understand it is that they had some issues with a third party service provider at that time, the provider was replaced and subsequently their various consumer agency ratings started to improve.
Mr. Baldanza also outlined the steps they took in order to resolve (within reason) the customer complaint that ended in the accidental "Reply-to-All" e-mail. While the comment made in that e-mail came across as unbecoming to many of us, it's clear that some lessons were learned by the accident, and as usual, there are two sides to every story. I was also informed that they've had some employee turnover at their company. I can only hope that the spokesman who told the Chicago Tribune I made the whole thing up is now waiting in a breadline somewhere.
I kid.
But in all seriousness, I think it's fair to go ahead and shut this multi-year spat down. It started with me being upset that I couldn't get a $5 refund on my checked bag from a missed flight to Vegas, and clearly, the series turned into much more than that. In an interview with the Orlando Sentinel, I told them that what I really wanted was for Spirit to start taking care of their customer service issues. The steps the company has taken in changing providers, and as further evidenced by Mr. Baldanza's personal phone call, show me that they have indeed taken it seriously. Pretty sure we can call things square now ;)
Thanks for the call, Ben.
UPDATE 11/11/2009:
The Orlando Sentinel covered this, and Heather Harvey, Spirit's Manager of Consumer Relations left a comment. She mentions her e-mail address if anyone has any further complaints or wants to pass along a note.
Heather, I hope you don't mind me reposting your comment over here!
What a great article! I am so pleased with the positive feedback – we are making strides to correct our mistakes. It's true that I am biased since I work for Spirit, but I fly us more than almost anyone and I expect great service just like any other customer. If you didn't receive the service you expected please email me the details, Heather.Harvey@spiritair.com (now you have the contact information to give to those upset customers that call you Etan). We can use your feedback for training purposes and to explain to you perhaps why things worked out the way they did. We can't make it right if you don't let us know where we messed up! Give us the opportunity to correct our mistakes and I assure you that you won't regret it :)
Respectfully,
Heather Harvey
Manager Consumer Relations
Spirit Airlines
Comments...
(Page 1)1. Well this is very interesting.
I must commend Mr. Baldanza for reaching out to you -- that is really cool, since he could of very easily had a PR Rep / Assistant / Etc. do it for him. I think more people of his status/position should take note from his actions.
However, it could also just be him using your 'louder than average' net-voice to help clear the air before an IPO, Major PR Push on the web (Where your site still owns the search results) or something else.
*shrug*
3:25PM on Nov 9th 2009 by Celly
2. I'm sure there are business reasons on his end. I'm also sure it would suck to have your google results muddied up from it all, I mean.. let's be honest.
At the same time, what I was really hoping for initially is that it was a way to have my complaints heard. The whole angry consumer thing. It's clear that I, and the others involved, were. No sense in holding a grudge or being spiteful about it all.
It's one thing if he shot me an email or had some sort of representative reach out. It's another when it's a personal phone call. I respect that.
3:29PM on Nov 9th 2009 by Alex Rudloff
3. Since I first read that post, I have absolutely made every effort to avoid Spirit. Anytime I was booking a flight and Spirit appeared in the list, I've avoided them as long as it was somewhat reasonable to do so. I can't actually recall flying them since.
It's good to see they've finally acknowledged you and everyone that participated in the comments of that post. Maybe I'll give them a try next time I'm flying...
5:38PM on Nov 9th 2009 by Bill Ferrante
4. Thats awesome to see they are trying to make things better. It's very cool that you got a personal phone call from the CEO.
6:21PM on Nov 9th 2009 by Chris
5. Here's my experience. I was trying to purchase Spirit tickets online and in tryng to get the best price and seeking information clicked on something about a #39.95 membership which supposedly qualifies one for the $9 fare when I realized thatI had purchased the membership instead of finding out information about it, I cancelled. Right there on the web page is a place to cancel. What it fails to point out is that the membership is cancelled but not the fee. I even called a spoke to someone who assured me it was cancelled. These people are rip off artists and don't deserve anyone's business.
12:50PM on Nov 11th 2009 by Kathleen Campbell
6. Hi Kathleen! I am really sorry to hear about your frustrating experience - please email me your contact information so that I may research it further. Have an amazing day everyone!
Heather
CR Manager
Ps. Thanks for adding the update Alex - I really do appreciate you giving us the ability to retain upset customers :)
1:23PM on Nov 11th 2009 by Heather Harvey
7. It's good to see they've finally acknowledged you and everyone that participated in the comments of that post.
8:48AM on Nov 17th 2009 by yarış oyunları
8. I first read that post, I have absolutely made every effort to avoid Spirit.
9:32AM on Nov 22nd 2009 by maç oyunları
9. I have had a Spirit card for two years and was told by credit card company i have 37,000 miles available to use. I tried to book 4 tickets to Puerto Rico using my points and cash for the difference and was told you must charge each and every month on the card or your points expire. That is the biggest scam i have ever heard of and will cancel my card and never fly with them again.
10:47PM on Nov 25th 2009 by Robert Jenkins
10. Ben Baldanza is a jackass
10:17AM on Nov 30th 2009 by A Frequent Flyer
11. Our family group of eleven were returning from Cancun and there was an equipment problem with the plane, which caused it to be grounded cancelling our flight. As you can imagine, there were communication issues relevant to passengers primarily speaking English and being anxious and frustrated and the Spirit Customer Service team trying to communicate clearly under stressful circumstances. Let's face it, the situation was challenging and frustrating while we were experiencing it for passengers and the for the Spirit Air employees, but here are some things that went right:
1) The pilot and flight team were first class in their direct and candid communication and their genuine concern. Safety was their focus and nothing was going to compromise that. A day late versus eternity in the pond; no brainer.
2) Once the die was cast, they transported us to a Marriott Courtyard, put us up for the night and fed us, transported us back to the airport the next day and got us home using other carriers if necessary.
3)They have provided travel vouchers and refunds for the cancelled portion of the flight. It's 3 days after the chaos and a holiday travel weekend and I am in posession of all of the specifics for each of the 11 of us who were traveling together.
Could some things have been better? Yes. The communication was a challenge in many aspects. Also, it would be nice to not have to ask for details regarding compensation regarding refunds or vouchers. However, when I did I received a call within the hour with the details. In general, I feel the situation was handled pretty well and I am quite pleased with the customer service we have gotten.
I have been traveling on Spirit Airlines for years. I think they have managed to keep costs down pretty effectively. Frills are hard to come by in the air these days, so value is key. Overall I have to say that I am grateful they have managed to stay in business in these tough and competitve economic times. They seem to be working toward continuous improvement and acknowledging their shortcomings willingly. That's okay in my book and admirable in todays marketplace.
9:15PM on Dec 1st 2009 by Dawn Dietz
12. Spirit hasen't changed at all. They still have very poor customer service. My son missed his flight in Boston because the Spirit counter closed 15 minutes before they were supposed to close. We have witnesses to the whole event. Spirit refuses to refund any of the ticket price. We are out $250.00. I use them all the time because they fly direct to where my son goes to school. I will not use them again, unless I get a full refund. I am taking them to small claims court.
5:25PM on Dec 7th 2009 by Lou Tedeschi
13. I myself was a spirit airlines employee. Upper managment to be exact. I would not fly spirit and i dont recommend to anyone to either. Not only are they all about the money. They dont give a shit about their employees, their families, nothing. I have an extemely bitter taste in my mouth with spirit and i regret the day i worked for them.
4:40PM on Dec 9th 2009 by Haydee
14. I agree, Ben Baldanza is a huge jackass.. The biggest one of all. He is full of it.....
4:39PM on Dec 9th 2009 by Haydee
15. Hi all. I'm very upset with the way Spirit Airlines has treated us. My husband and I were on a flight this summer that had to make an emergency landing, after smoking being in the cabin and the oxygen masks not deploying on their own. We're really upset that this occurred -- on our honeymoon, nonetheless! I was brought to the hospital, we lost the first night in our honeymoon suite, and we were very scared to fly again! Over the course of the incident, we were assured that we would be taken care of. That has not been the case! It has been over 5 months since the incident, and we still have yet to talk to someone after we've sent them letters, faxes and emails!
As this was our honeymoon, I can't believe that Spirit has not treated our case with more care. Additionally, when people have talked with us about our wedding, honeymoon, etc., the flight and the emergency landing inevitably comes up. These people must not care about the safety of and retaining their customer base.
12:09PM on Dec 11th 2009 by Tanya