Date: February 21, 2012 * Airline: Spirit Air * Flight #:NK678 * Depart: FT Myers / 9:42 PM * Arrive: Detroit / 12:27 AM(+1)
Note: Scroll to bottom for Summary.
This flight was reserved and purchased in September of 2011. The flight to FT Myers on February 15th, transpired without incident.
However, at about 6:50 PM, just under three (3), hours before the flight from Ft Myers to Detroit was to depart, Spirit sent an e-mail stating the flight had been cancelled.
This e-mail, prompted follow-up calls and a check of their website.
A call to the number they included in their e-mail, reached Misty who assured my wife on three different times, that the flight had not been cancelled, but had been delayed with a new departure time of 11:30 PM.
This information prompted my wife to leave for the Ft Myers’ airport immediately, knowing that there could be confusion and a need to get there to get seat assignments, etc.
Upon arriving at Spirit, there was a huge line of passengers attempting to get correct information.
In the meantime, I accessed Spirit's website, which confirmed the flight had been delayed, not cancelled with a departure time of 11:32 PM as stated over the phone, by Misty. (See Screen Capture, below)
At the Spirit Flight desk, there was never an announcement made regarding the flight. But each passenger was spoken to individually.
At one point, a male spirit employee, stated in a loud voice that “... it’s cancelled! Soonest we can get you out is Saturday.” ( 02/25 !)
During the 2 1/2 hours waiting in line, another male Spirit employee came down the line with a piece of paper. He was saying that another they were offering was to transport passengers by bus to Orlando from Ft Myers airport at 6:00 AM the following morning, 02/22. They would then fly from Ft Myers to Chicago, and from Chicago to Detroit - arriving in Detroit at about 11:00 PM, 02/22.
A 17 hour day of travel! This gentleman, however, never spoke to our party of stranded passengers.
My wife continued to wait in line, not knowing exactly what Spirit was offering passengers, due to the “delay” or “cancellation.” Had she known for sure what the actual status of the flight was, perhaps she would not have had to waste so much time waiting in line.
At some point during this long wait, another statement was made that, “They might be able to get the passengers out by Tuesday, ( 02/28 ! ) or provide a refund.”
Finally after about 2 1/2 hours my wife reached the desk. The attendant told my wife the flight had been cancelled, and that she could have a refund or their next available flight, which was Saturday 02/25. Or the attendant would be willing to help find another flight using Kayak.
My wife asked to speak with a supervisor. After another 15 minute wait, Susie, the supervisor on duty arrived.
She quickly made it very apparent that she had been well trained to show no empathy or compassion for customers her company had effectively stranded, without recourse. She informed my wife, that per the contract, that my wife had agreed to by purchasing tickets with Spirit, she had two choices to offer stranded passengers: 1) A refunded or 2) a seat on the next available flight.
She effectively told my wife, you agreed to the contract by buying the tickets. If you didn’t read the contract, too bad.
The supervisor’s demeanor was very condescending and at one point she complained she had been “...dealing with this since seven-thirty (7:30), in the morning.”
That statement made it clear that Spirit had been experiencing problems all day, and could have notified their customers considerably earlier than the 6:50 PM e-mail they had sent out, which would have given their stranded passengers the entire day to seek alternative routes home.
At one point in the conversation the supervisor did offer a $50 dollar voucher, but never made good on that offer.
The end result... Even though Spirit’s website continued to show the flight had been delayed, and that the flight would depart at 11:32 PM, the attendant insisted that the flight had in fact been cancelled. My wife was left with making the least costly choice. Accept a refund and attempt to find another flight out on another airline.
She received a refund of $127.69. She had to pay $254.10 to purchase a flight out the next day, with a stopover in Charlotte. She lost a day of work, costing her a day’s pay.
But, what was even more bothersome was the total lack of respect or concern for the customers who had purchased tickets in good faith from Spirit Air.
Our niece and her boy friend were on the same flight. They received a total of $132 back for their two tickets and had to pay $508.20 for their return flight; both losing a day at work.
There was a young family with 4 children. One child was a hysterical due to the stress caused between their parents. I can only imagine what they had to pay for tickets to fly home!
In any other business, if the business accepts payment for service or products and then does not deliver, there is recourse. Not so, in the airline industry.
If they can label the problem mechanical, they are free to excuse their paying customers, as inconvenient nuisances.
When buying tickets to fly Spirit Air, you essentially agree to be treated poorly and with no respect if they are unable to provide you the service they have sold you, and that you have had to pre-pay for.
If you buy airline tickets from Spirit Air, you will eventually regret that decision. They offer their passengers absolutely nothing outside of a ticket to fly, without an additional fee. You can still use the restroom without being charged extra, but that is about it. You must pay for any other convenience. Luggage, seats, water, anything has a fee.
When you decide to fly with Spirit Air, your decision is mostly likely being made due to their inexpensive ticket prices. However, remember - if they experience any problem at all, you as their pre-paying customer is the least of their concern. You are essentially expendable regardless of the cost or inconvenience to you.
They will undoubtedly claim that the problem is due to mechanical difficulties, which exempts them from any responsibility at all. As a consumer, how can your verify that claim?
My wife had to pay a 100% premium to find a ticket home! And that’s not even taking into consideration the extra travel cost to and from the airport, the additional cost to stay another night or the lost day of work. Multiply that by the entire full-flight of passengers!
She would have been ahead to have paid more for the original round trip flight, than to be forced to pay a premium to find a ticket home at the last minute.
My wife heard a few things among the grumbling passengers left in limbo... One was that they had heard Spirit Air was experiencing financial difficulties, and they could be going under. Another was that the FAA had grounded several of their planes due to their not passing maintenance inspections. And finally, that the way Spirit Air employees treated the stranded passengers - making them wait so long in line, was actually a tactic, used to wear down the resistance of their disgruntled passengers. They also brought in four security guards, as further intimidation.
Consumers, beware! When buying tickets from Spirit Air - don’t!!!
Their staff reduced both my wife and niece to tears with their negative, condescending behavior towards them. Neither tend to cry easily.
We are committed to never, ever flying Spirit Air, ever again. We will drive, before we fly that airline anywhere. Because the true and actual cost to fly Spirit Air, is way too high!
Summary:
- Cancellation.
- Confusion whether flight was cancelled or delayed
- 6:50 PM: e-mail notification of flight cancellation issued
- 7:00 PM: Misty stated flight was not cancelled
- 7:05 PM Spirit Air website showed flight as delayed, showing a revised departure time.
- Failure to notify passengers when problems apparently began 7:30 AM - according to Spirit Air Supervisor Susie.
- Inconsistent information provided at Spirit Air desk at airport.
- 2 1/2 hour wait to get final determination of flight status being cancelled - despite website showing flight as delayed.
- Ft Myers, Spirit Air Supervisor Susie: rude, condescending, complained about her job responsibilities
Purchased: Round trip tickets cost: $255.38
Refund: $127.69 (return leg)
Cost to find flight back: $254.10
Cost to stay another night: $156.55
Cost for transport to/from airport $25.00
Cost of Lost wages: $250 (conservative)
Total actual cost for round trip flight: $813.34!
A
218% premium caused by flying Spirit Airlines