Melissa writes: This is how I responded to their survey on whether or not I was going to
recommend Spirit to other travelers. I think it captures the
I'm telling everyone I know (and then some) to avoid this airline like
the plague. Our first leg out was overbooked, and we were bumped off the
flight, which almost meant cancelling our pre-paid vacation entirely.
There were no perks or apologies. We would have made the flight, but
there was a line of people going to the Spirit counter that turned out
not to be a line at all. When we complained, the lady serving the line
told us all off, saying, "Well that's not a line." I asked her, "Then
why isn't it blocked off?" All she could do was keep repeating herself.
Not that it was helpful. Impressive training of your employees, by the
way. There were at least 20 other passengers who missed their flights
for this alone (10/18/2013 DFW to ATL and NYC). The reasoning for why we
would not be allowed to board was "There are already 74 passengers on
board." Translation: You overbook your flights, and schedules of your
passengers be damned. THANK YOU SPIRIT.
Our ride back was awful because there was a child in front of me who
reclined his seat back, which dislocated my knee. I pushed his chair up,
and instead of talking to me like an adult, the mother rang for every
stewardess on the plane, who took her side. When I fidgetted in pain,
she called again, so I got harangued by the stewardesses at least 3
times. So apparently it's more important to let someone recline a chair 2
inches than it is TO PREVENT ANOTHER PASSENGER FROM WRITHING IN PAIN
FOR AN HOUR! After everyone else had disembarked, they asked me why I
was rubbing my knees and leaning my face against the seat beside me, and
if I was 'ok'. I repeated what I told them previously, and they had the
nerve to say I had not. My exact words, to both of them, were "He's
dislocating my knee, this is hurting my knee, I AM IN PAIN!" multiple
times. They maintained I never said anything of the sort! What the HELL?
Why would I not use words that were relevant to the situation? How
could I have been any clearer about the situation?
Un-freaking-believable. In case you're wondering, it's the 10/21/2013
5:12pm flight ATL to DFW, white-haired, chubby stewardess in her 50s. If
she's deaf, why is she still employed in customer service? Or does she
just lie to cover herself? I'm frankly inclined to think lying to cover
herself because if she had been genuinely concerned, she would have
apologized and said she misinterpreted what I said, at bare minimum.
She preferred repeating herself over and over that I had said that he
was 'hitting' my knee when that's not what I had said. Instead, she
suggested that next time I fly first class so I an get a bigger seat.
Now here's the thing- I didn't complain when the kids were loud, I
didn't complain when the kids were making a mess of chocolate and
doritos, and I didn't complain when the younger child started playing a
game on his mother's cell phone that allowed him to play the part of a
terrorist shooting American soldiers...on an airplane. Brilliant
judgement call on the mother's part, btw. I only tried to defend myself
and my ability to walk soundly and not spend the rest of the day in
Now if these weren't reasons enough, I'll observe two things. Your
business model sucks. You undercut the prices of other airlines, but
under-deliver on service. The baggage fees are insane. Furthermore,
everyone I spoke to at both airports (even employees of the airports)
admitted that they'd flown Spirit once and that was more than enough.
That means out of my sampling pool of about 18 people, 100% swore they'd
never be repeat customers. What the hell, Spirit? Is the meteoric
charge to the bottom that compelling? How do you intend to keep going if
you piss off that many customers? For my final point, I am not a novice
air traveler. My father was a private pilot, my uncle was the
operational head of Eastern Airlines in Atlanta, and by the time I was
10 I'd been on multiple, commercial trans-ocean flights and 2 other
continents. Hell, I was probably one of the damn few people who bought
plane tickets on 9/11! This is the first time in my life I've ever been
hurt on an airline, or had an airline company piss me off so thoroughly
as to be frothing with venom. I have not even plumbed the depths of my
aggravation, as I am so diSpirited. Now do me a favor, Spirit- give me a
sign that a human being, not a bot, actually read this and don't
excrete a form letter in my general direction. Send a real, human
response. I'm already insulted, so don't compound it by being obvious.
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