When it comes to airlines, there are always going to be people who love them and those who loathe them. In the case of Spirit airlines, the latter seems to be the dominant response. But why is Spirit so hated? The answer isn’t as straightforward as you might think.
For starters, many people dislike the airline because of its no-frills approach to air travel. While other airlines might offer complimentary snacks, drinks, and Wi-Fi, Spirit is notorious for charging passengers for everything — from checked bags to a bottle of water. This can make what seems like a cheap flight to begin with quickly escalate in cost. Additionally, Spirit has a reputation for being unreliable. Flights are often delayed or canceled, leaving passengers scrambling to figure out alternative arrangements. This lack of dependability has frustrated many, leading to a general distaste for the airline as a whole.
All of these factors — the nickel-and-diming, the unreliability — have created a perfect storm of hatred for Spirit among many passengers. But despite the vitriol, there are still plenty of people who choose to fly with the airline regularly. So what is it about Spirit that some people find redeeming? And is there anything the airline could do to win over more customers? In this article, we’ll explore the ins and outs of Spirit airlines, looking at what makes it so disliked by some and how it could potentially salvage its reputation with others.
Spirit Airlines: A Brief Company Overview
Spirit Airlines is a low-cost carrier based in Miramar, Florida that was founded in 1983 and began operations in 1992. The airlines strive to provide affordable air travel by charging for all additional services, which is their underlying business model. Spirit Airlines operates flights throughout the United States and several Caribbean, Mexican, and South American destinations.
Reasons why Spirit Airlines is so hated:
- Extra Fees: Spirit Airlines has been deemed the “nickel-and-dime” airline, charging customers for everything from choosing their own seats to even printing their boarding passes. The cost of baggage fees can often be as much as the cost of the ticket itself, leading to a negative customer experience.
- Poor Customer Service: Spirit Airlines has consistently ranked as having some of the lowest customer satisfaction scores in the industry. The airlines infamously charges customers for on-board drinks and snacks, leading to complaints from unhappy customers.
- Lack of Amenities: The airline has often been criticized for its uncomfortable seating, lack of legroom, and outdated aircraft. Spirit Airlines does not provide complimentary meals or entertainment, which can add to the miserable experience for passengers flying long-haul flights.
Attempts to Improve
Despite its reputation, Spirit Airlines has been making efforts to improve customer satisfaction. In 2018, the airline launched its “Invest in the Guest” initiative aimed at improving customer service and experience. The airline has also invested in updated aircraft with in-flight entertainment and launched a new loyalty program for frequent flyers in 2021.
Most Recent Criticism
However, the airline has continued to receive backlash during the COVID-19 pandemic for its cancellation and refund policies. Customers have complained about the difficulty of receiving refunds for cancelled flights. Additionally, Spirit Airlines made headlines in the summer of 2021 for massive flight cancellations, causing chaos and frustration for thousands of passengers during a surge in travel demand.
| Complaints | Ranking |
|---|---|
| Extra Fees | 1 |
| Poor Customer Service | 2 |
| Lack of Amenities | 3 |
Overall, Spirit Airlines’ reputation for dismal customer satisfaction and “hidden” fees have contributed to the airline’s negative perception among the public. Despite efforts to improve, the airline must address its issues with customer service and transparency in order to regain its reputation in the industry.
The Most Common Complaints Against Spirit Airlines
Spirit Airlines is one of the most polarizing airlines in the industry, often viewed as either a great low-cost option or a terrible travel experience. While some travelers swear by Spirit and laud the airline for its affordable prices, others seem to despise every aspect of the carrier’s operations. The most common complaints against Spirit Airlines can be broken down into several categories.
Hidden Fees
- Spirit is known for charging a la carte fees that can quickly add up, including charges for checked bags, carry-on bags, seat selection, and even printing boarding passes at the airport.
- Some travelers complain about not realizing the extent of the fees until it was too late, leading to unexpected costs and frustration.
- Additionally, Spirit’s fees often differ depending on when and how they are purchased, adding another layer of confusion for passengers.
Unreliable Operations
Many travelers also complain about Spirit’s operations and poor on-time performance. Spirit often ranks towards the bottom of the list in terms of punctuality, leading to delayed or cancelled flights for passengers.
Some complaints include poor communication about delays and cancellations, a lack of compensation for delayed or cancelled flights, and a general lack of customer service during operational disruptions.
Inconvenient Policies
Spirit has a reputation for strict policies that can lead to inconvenience for passengers. One of the most notable is their policy of only allowing one personal item on board for free, with any additional carry-on items requiring a fee.
Additionally, Spirit is known for not providing complimentary food or beverages on board, even for longer flights, which can create an uncomfortable experience for some travelers.
Overall Experience
Finally, many travelers simply dislike the overall experience of flying with Spirit Airlines. Some common complaints include cramped seating with minimal legroom, a lack of amenities on board, and poor customer service from both flight attendants and ground staff.
| Complaints | Response |
|---|---|
| Hidden fees | Spirit argues that their fees allow them to keep base fares low and give travelers the option to pay for only what they need. They advise passengers to review their policies before booking to avoid unexpected costs. |
| Operational disruptions | Spirit acknowledges that they have had some challenges with on-time performance but asserts that they are working to improve in this area. They also offer compensation under certain circumstances. |
| Cabin environment | The airline notes that they have made improvements to their cabin layout in recent years, including adding more seats with additional padding and legroom. They also argue that their low fares attract many budget-conscious travelers who are willing to sacrifice some amenities for a lower price. |
Despite these common complaints, some travelers continue to choose Spirit Airlines for their flights due to the airline’s competitive prices and frequent promotions. However, those who are considering Spirit should be aware of the airline’s policies and reputation before making a booking decision.
Spirit Airlines’ Customer Service and Communication Problems
One of the biggest reasons Spirit Airlines is hated by many customers is their poor customer service and communication. Here are some specific issues:
- Hidden fees: Spirit Airlines is notorious for their hidden fees and lack of transparency, which leads to customer frustration and anger.
- Delayed or cancelled flights: Spirit Airlines has one of the worst on-time records in the industry, with many flights being delayed or cancelled without much explanation or assistance for stranded passengers.
- Poor communication: Spirit Airlines has been criticized for their poor communication with customers, both before and during flights. Many passengers complain about the lack of clear and helpful information provided by the airline.
Spirit Airlines’ Response to Customer Complaints
Spirit Airlines has acknowledged some of the customer service issues they face, but their responses have not satisfied many customers. For example, the airline has pointed out that their low fares come with trade-offs, such as fewer amenities and services. However, many customers argue that this doesn’t excuse poor customer service and communication. Additionally, Spirit Airlines has been criticized for charging fees for basic services, such as printing boarding passes at the airport.
Improving Spirit Airlines’ Customer Service and Communication
Spirit Airlines has a lot of work to do to improve their customer service and communication. Some possible solutions include:
- More transparency: Spirit Airlines could do a better job of clearly disclosing all fees and charges associated with their flights, as well as providing more information about delays and cancellations.
- Better training for staff: Improving the training and communication skills of Spirit Airlines’ customer service and ground staff could help reduce customer frustration and anger.
- Streamlined processes: Simplifying and streamlining the airline’s check-in and boarding processes could help improve communication and reduce wait times for customers.
| Customer Service Issue | Possible Solution |
|---|---|
| Hidden fees | More transparency and disclosure |
| Delayed or cancelled flights | Better communication and information for stranded passengers |
| Poor communication | Better training for staff and clearer information for customers |
Until Spirit Airlines addresses these customer service and communication problems, it’s likely that they will continue to face backlash and negative reviews from passengers. However, if the airline can make meaningful improvements, they may be able to win over some disgruntled customers and improve their reputation.
The Lure of Cheap Airfare vs. Hidden Fees
One of the main reasons why Spirit Airlines is so disliked is due to the discrepancy between the advertised low fares and the actual cost of traveling with the airline. Spirit Airlines advertises itself as an ultra-low-cost carrier, offering rock-bottom prices on flights. This elicits excitement in budget-savvy travelers who are looking for an affordable way to get to their destination. However, the catch is that Spirit Airlines charges for almost every additional service or amenity, a strategy also known as unbundling. This results in a significantly higher ticket cost than the advertised price.
- Booking fees: Spirit Airlines charges a fee for booking flights online and through the call center, which means there’s no way to avoid the fee.
- Carry-on baggage fees: Passengers are required to pay a fee for bringing a carry-on bag onto the plane, which is unique to Spirit Airlines.
- In-flight refreshment fees: Spirit Airlines charges for any food or beverage on the plane, even water. This means that passengers who don’t bring their own snacks or drinks will need to pay for them on board.
The airline’s unbundled pricing strategy, while transparent, can be confusing to travelers who are used to traditional airlines. Spirit Airlines takes a lot of criticism for their fees, but the airline defends its policy by saying that it allows passengers to only pay for what they need.
However, it’s worth noting that the additional fees charged by Spirit Airlines aren’t always easy to find, and some customers have complained that they feel misled by the airline’s advertising. For example, ticket prices advertised on the airline’s website often do not include the required fees. This has led to a number of customers feeling duped by the airline and refusing to fly with them again.
| Service | Fee |
|---|---|
| Carry-on bag | $35-$65 |
| Checked bag | $30-$65 |
| In-flight beverage | $3-$15 |
Despite the frustration that can come with the hidden fees, Spirit Airlines can offer a tempting option for the budget traveler who doesn’t mind trading luxury for affordability. However, travelers should go into the experience with a clear understanding of the airline’s policies, fees, and expectations to avoid any unpleasant surprises.
Spirit Airlines and Flight Delays/Cancellations
Spirit Airlines has gained an infamous reputation for its high rate of flight delays and cancellations. Customers are often left feeling frustrated due to Spirit’s lack of transparency and poor customer service when their plans are disrupted. Here are a few reasons why flight delays and cancellations are such a common occurrence on Spirit Airlines:
- Understaffed and Overworked Crew: One of the main reasons for flight delays on Spirit Airlines is the lack of personnel. The airline often relies on a bare-bones crew, which causes significant delays due to overworking and understaffing. When one employee falls sick or has to leave, the airline often struggles to replace them quickly enough to keep things moving.
- Ancient Fleet: Spirit’s aircraft fleet is among the oldest in the industry. This means that the planes require more maintenance work that often causes delays. According to a report by the US Department of Transportation, over 30% of Spirit’s flights are delayed due to mechanical problems.
- Poor Weather Conditions: While difficult weather conditions can impact any airline’s schedule, Spirit’s reliance on a few hubs, particularly in Florida, exacerbates the issue. When severe weather hits the state, Spirit’s flights often get hit the hardest due to the high concentration of flights coming in and out of Florida.
Here’s a table that highlights the on-time performance of Spirit Airlines in comparison to some of its competitors:
| Airline | On-Time Arrival | Canceled Flights | Mishandled Baggage |
|---|---|---|---|
| Spirit Airlines | 71.4% | 3.9% | 2.27 per 1,000 passengers |
| Delta Airlines | 83.5% | 0.4% | 1.43 per 1,000 passengers |
| United Airlines | 79.0% | 1.1% | 2.30 per 1,000 passengers |
As you can see from the table, Spirit Airlines lags behind its competitors in terms of on-time arrival, canceled flights, and mishandled baggage. This not only annoys its customers but also creates a considerable dent in the airline’s reputation. While Spirit Airlines has taken measures to improve its performance, it still has a lot of ground to cover before it can catch up with its competitors.
The Impact of Spirit Airlines on the Airline Industry
It’s no secret that Spirit Airlines has a bad reputation in the airline industry. The airline often receives negative criticism from customers and industry experts alike.
But what impact has the airline had on the industry as a whole? Here are some areas where Spirit Airlines has influenced the industry in significant ways:
- Reduced ticket prices: Spirit Airlines is known for its low fares, and many other airlines have had to lower their prices to compete.
- More a la carte pricing: Spirit Airlines charges customers for many additional services, such as carry-on luggage and seat selection. This pricing structure has become more common in the industry, with other airlines following suit.
- Increased focus on revenue: Spirit Airlines’ success has shown other airlines the potential benefits of focusing on revenue per passenger rather than traditional metrics like load factor.
Despite the criticisms levied at Spirit Airlines, it’s clear that the airline has had a significant impact on the industry’s pricing and revenue models.
Here’s a table that illustrates the impact of Spirit Airlines’ pricing structure on the industry:
| Spirit Airlines | Other Airlines | |
|---|---|---|
| Ticket Price | Low base fare, many add-ons | Higher base fare, fewer add-ons |
| Revenue Model | Focus on ancillary revenue | Traditional revenue metrics |
Love it or hate it, Spirit Airlines has made a significant impact on the airline industry, forcing many other airlines to adapt to its unique pricing and revenue models.
Education and Awareness: How to Avoid Issues with Spirit Airlines
As we have discussed earlier, Spirit Airlines has a notorious reputation for being one of the most disliked airlines in the United States. However, as a smart traveler, there are ways you can prepare yourself to avoid any issues when flying with Spirit Airlines. Below are some education and awareness tips on how to avoid issues while flying with Spirit Airlines.
- Read the Fine Print: One of the most critical steps you can do is to read and fully understand the fine print on Spirit Airlines’ website. Everything from fees for checked and carry-on bags to tickets policies and restrictions is all listed on their website. Take the time to go through each item to avoid any unpleasant surprises.
- Book Early: As previously discussed, Spirit Airlines heavily relies on dynamic pricing, which means that the earlier you book, the lower the fare you will pay. So, if you are planning a trip, book your ticket as early as possible to save some money.
- Prepare for Baggage Fees: Spirit Airlines is known for its strict rules and fees for carry-on and checked bags. If you plan to bring any bags, make sure to calculate the cost of baggage fees and include it in your travel budget. You can also save money by paying for the fees online in advance.
Still, feeling unsure about what to expect when flying with Spirit Airlines? Then, below are some more education and awareness tips to help you avoid any issues:
Be Prepared for Delays and Cancellations: Spirit Airlines is infamous for cancellations and delays. Therefore, it is essential to prepare yourself for any unexpected situations and have a backup plan in place. Always check your flight status online before leaving for the airport and bring a book or some form of entertainment to keep yourself occupied during any potential wait times.
Choose Your Seat Wisely: While seat selection is vital for any travel, it becomes even more critical when flying with Spirit Airlines. The airline has a limited number of seats with more legroom and other amenities, so it’s essential to choose your seat wisely. If you are tall or bulky, choose a seat with more legroom or opt for an emergency exit seat.
| Seat Type | Description |
|---|---|
| Big Front Seat | Extra spacious seats at the front of the plane with more legroom. |
| Exit Row Seat | Seats next to emergency exits with more legroom but additional responsibilities during an emergency. |
| Standard Seat | A standard seat in Spirit Airlines flight. |
Keep Your Expectations In Check: To avoid disappointment and frustration, it’s essential to keep your expectations in check when flying with Spirit Airlines. As a budget airline, Spirit might not offer all the amenities and services of other airlines like free in-flight snacks or entertainment. Therefore, it’s crucial to have realistic expectations to ensure you have a comfortable and enjoyable flight.
By following these education and awareness tips, you can avoid any issues while flying with Spirit Airlines. While Spirit may not be the most popular airline in the United States, it can offer you some incredible deals and destinations if you are prepared and informed.
Why is Spirit Airlines So Hated?
1. Is it true that Spirit Airlines charges for everything?
Yes, it’s true. Spirit charges for checked bags, carry-on bags, seat assignments, printing boarding passes at the airport, and even water on the flight.
2. Are Spirit Airlines flights often delayed or cancelled?
Unfortunately, Spirit has a reputation for frequent delays and cancellations. Their planes also tend to have a higher rate of maintenance issues.
3. Are Spirit Airlines seats uncomfortable?
Spirit Airlines seats have less padding than other airlines and less legroom. Additionally, they don’t recline, which can be uncomfortable on longer flights.
4. Does Spirit Airlines have poor customer service?
Customers have reported that Spirit’s customer service can be unresponsive and unhelpful, particularly when dealing with flight delays or cancellations.
5. Is Spirit Airlines unsafe?
While Spirit has had some safety incidents in the past, it is still considered a safe airline overall.
6. Why is Spirit cheaper than other airlines?
Spirit’s low fares are made possible by a number of factors, including charging for extras and having a smaller fleet of planes.
7. Can Spirit still be a good choice for some travelers?
Absolutely. If you’re willing to forgo the extras and don’t mind potentially uncomfortable seating, Spirit can be a great choice for budget-conscious travelers.
Closing Thoughts
While Spirit Airlines has its fair share of detractors, it’s important to remember that the airline can be a good option for some travelers. If you’re prepared to pay extra for checked bags and other amenities, you may find that Spirit’s low fares make up for any discomfort experienced during the flight. Thank you for reading, and we hope to see you again soon.