These improvements produced great results – our on-time performance increased by nearly 15%, and customer satisfaction increased by 50%. And we brought on 16 new aircraft, adding to the youngest and most fuel-efficient fleet in the country. We built a new state-of-the-art hangar and opened new training centers to keep our crew and equipment in tip-top shape.
We increased staffing and our focus on service training.
Over the past year, we invested heavily to improve your customer experience. But, while low prices are important, one thing was missing – a commitment to delivering great service. At the time, we were very good at providing the lowest possible fares, and that hasn’t changed – our total price is more than 30% lower than other airlines on average. Here’s an email I just received from CEO Bob Fornaro: Customer Service Commitment from Spirit CEOĪ little over a year ago, I became the CEO of Spirit Airlines. Perhaps the bloody brawl earlier this month after a flight cancellation was the tipping point, but Spirit is changing its tone. Nope, the focus is cheap transport from point A to point B and if you want good customer service pay more to fly someone else.īut as legacies have matched Spirit Airlines pricing on many routes and the airline has endured growing pains with pilot shortages, Spirit has realized that customer service does count for something. In the past, the airline has been openly indifferent (if not downright hostile) to the notion of providing good customer service. Spirit Airlines may be a low-cost leader, but its customer service leaves many passengers fuming.
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