Stacy A. writes: This past weekend on May 30, 2015, I and a companion had a scheduled flight on Spririt Airlines. We had previously purchased a flight in December and were quite satisfied with the experience. Thus, we were extremely surprised at the level of service, lack of professionalism and miscommunication that we received this weekend, which ultimately resulted in a cancelation of plans, loss of money and extreme waste of time.
The flight was scheduled to depart at 10:30 am. However, it was delayed on multiple occasions. Continuously throughout the day, we received notifications pushing the flight back 30 minutes at a time. Initially, we were told that the delay was due to mechanical issues, then we were notified that a flight attendant and some passengers were injured on a previous flight. Later it was reported that there was a weather-related issue. However, similar flights on other airlines that were scheduled around the same times made their on-time departures.
After being kept in the dark for several hours and various unprofessional announcements made by staff, at 2:30 we were all asked enthusiastically if we were ready to go to Chicago. After the customers excitedly replied yes, we were told that it would be an additional 40 minutes until there was clearance from maintenance. What was the purpose of such an announcement? On multiple occasions, I attempted to seek clarification if the flight would indeed depart as we had a limited timeframe for our mini-vacation, and various pre-paid tickets to events that we were looking forward to engaging in, as well as a booked stay at a B&B with limited check-in times. I was repeatedly reassured that the flight would only be delayed momentarily.
After 4:00 we finally boarded the plane. Once everyone was in place, we waited an addition 30 minutes or so on the plane, at which point we were told the crew could no longer fly. We were then told that we should wait for an additional crew to arrive. Yet, after another 30 minutes, we were told to see the front counter agent as the flight would not be departing.
While we were able to secure a flight with another airline, the Spirit employee would not release our bag, as he stated he needed clearance first. Thus, we were unable to go on our trip at all and had to eat the costs of parking, boarding, tours and a baseball game that had been planned months in advance.
The employees were completely unsympathetic. We were in the airport for nearly 12 hours with multiple miscommunications and poor service. A manager even complained to me that she had been there since 8:30 in the morning when assisting us at around 6:30pm. Well, we too had been there since that time without the ability to adjust our plans or give proper notice regarding cancelations and thus incurring costs instead of being paid to do a poor job.
This has been the most frustrating (NON) travel experience of my life. I have had overnight delays in the past related to weather and understand that some things are not controllable. However, due to the lack of communication, it appears that Spirit is simply not prepared to deliver the service it offers. Airport employees suggested that this is a common occurrence with this airline and that Spirit simply does not care because it offers cheap flights. I believe this is simply unacceptable.
Ultimately, after multiple delays, and an inability to receive our checked baggage, we are now out of more than $500 in expenses, not including meals and incidentals from being stranded at an airport all day only to never arrive at the intended destination.
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