Here is a letter I wrote to the customer service department and below a response from them. What a joke!! Never Ever fly Spirit Air if you can help it. There are other airlines that offer better customer service and actually can help you when you call for help. This cheap flight cost us a lot of headache!
To whom it may concern,
I just wish to bring to your attention the horrific experience my family and I endured on a recent trip to Ft. Lauderdale Florida when flying on your airline. We were flying with our infant and had made a note in our reservation that we had a baby. When arriving to La Guardia airport we waited in a line for at least an hour to check our 1 bag. Preiviously we were told we could not choose seats prior to boarding and so when we finally got onto the flight we were sat in the last row near the bathrooms. The area smelled like urine and our seats were soiled with spilt coffee (it seems) as well as the tray table. My son was fidgeting his arms and kept touching the dirty surface. When we politely asked if there were any other seats available that perhaps reclined so my son and I would be more comfortable, the attendant told us that our seats did recline (which they did not!) and ignored our discomfort. We then asked if they could perhaps give us something to wipe the seats with we received a roll of the eyes and a wet paper towel. I could barely reach my diaper bag to even get wipes or supplies needed for my baby. My husband is 6 1" and his knees were bruised from rubbing against the seat in front of us. It was the worst flight I have ever been on in my life. Thank god my son was good and did not get too fussy. As he fell asleep the attendant rudely asked me to lift the sunshade which actually was between my seat and the man in front of me and I was holding my sleeping son who was bothered by the heat.
On the way back we called ahead to try and make sure our seats were not in the back and were told we had to pay a reserved seat fee of 16 dollars per person. We explained the ordeal and asked to speak to a manager at which point the woman told us there was no one to talk to and nothing to be done, we just had to speak to someone at the airport. She then asked us if we wanted to get 3 free flights- we told her there was no need since we were never flying spirit again! We arrived hours early because we knew what we were in for. After waiting in line for an hour a lady told us that if were checking in with kids that is a different line and we had to move. There was no sign indicting this on the way in. Luckily we were able to get seats other than the back row on the way back after talking to the desk. Our flight was delayed an hour and a half so we were in the airport all day and our seats were still dirty on the way back.
I realize that we did get the seats at discounted rate but at what cost to you throw away customer service??? Plus we had to pay for our luggage to be checked and even water and soda on the flight. A friend flew Delta - paid even less and didnt have this experience so it can be done.
Perhaps your flight attendants should be a bit more courteous to guests in need. I work in the hospitality industry and a little goes a long way, this was by far the worst experience I have had on a flight ever.
Sincerely,
XXXX
Dear Ms. Landowne,
Thank you for your correspondence with Spirit Airlines. We welcome an opportunity to assist our valued customers whenever possible.
On behalf of Spirit Airlines, let me apologize for any inconvenience you may have experienced. I would like to assure you that what you described in your email is not the normal customer service provided by Spirit Airlines.
We are committed to offering quality customer service and ensuring that your flight experiences are both positive and memorable. I am sorry that you feel your experience with us did not measure up to the standards we strive to achieve.
As for the substandard conditions of our aircraft. All of our aircrafts receive a thorough cleaning after the last flight of the day, and a quick turn around cleaning in-between flights. I apologize if you feel that the cleaning crew was not as diligent as they should have been. Please rest assured that your feedback has been taken seriously. I have copied your letter and have shared it with our In-Flight Director.
Thank you for contacting Spirit Airlines. We strive to provide you the best service coupled with the lowest fares possible.
Sincerely,
Michael Ferrante
Corporate Consumer Relations
Spirit Airlines
( What a crock of you know what!!!)
No comments:
Post a Comment