Why do companies like Spirit Airlines always think they can sweet talk you into a Direct Message chat so they can privately blow you off? I’ve only had one company to actually assist me after asking if they can “resolve this matter by talking in DM.” That company is known for great customer service and the only reason I took to Twitter to chat with them in the first place was because I was having an issue while traveling internationally and couldn’t call them directly.
My niece recently visited me in Colombia and on her way back she missed her connecting flight from Ft. Lauderdale to Orlando. I know what you’re thinking, ‘well, that’s not the fault of Spirit Airlines.’ Then explain how other passengers also missed their flight. Not only were they delayed getting off of the plane during the first leg of the trip, but they also stood in a security line for over an hour while their plane and luggage left without them.
I tweeted to Spirit Airlines because I was very upset about this incident. They didn’t have another plane flying out of that airport until two days later. They didn’t offer a hotel stay until the next flight left or even a bus ticket to my niece’s final destination, Orlando. I live abroad now and am always traveling between Colombia and Florida. This is why, however, I never fly with their company no matter how much I miss home.
It makes absolutely no sense how Spirit Airlines is able to keep 100% of my niece’s money without some sort of compensation to make this better. My sister and brother-n-law had to drive from Orlando to Ft. Lauderdale to pick her up because #SpiritDoesntCare and she had no place to stay. That costs money.
Let’s keep in mind that they advertise themselves as the cheap airline, but everything is à la carte, which means you end up paying as much as any other airline. Not only did my niece pay for her airline ticket, she also had to pay more than $50 for one checked bag going one-way. How is that saving money? Not everyone is a nomadic minimalist carrying everything in a single bag.
Sorry Spirit Airlines, but it ‘ain’t goin’ down in the DM’ over here…
If Spirit Airlines’ CEO sends me one more letter spewing lies about how much better they’re getting, I think I’ll scream! Did you get that same letter?
Question is, what was my niece supposed to do if she couldn’t rely on family to pick her up? Many people are not as blessed as my niece to have a close family. What would they have suggested that their paying customers do in that case?
They will feign deep regret, but how much more clearly can Spirit Airlines demonstrate their indifference for their passengers?
Of course, to save face, they had to respond on Twitter. I don’t have millions of Twitter followers or millions in the bank, so they invited me to the DM to waste my time. Sorry, but it ‘ain’t goin’ down in the DM’ over here.
I am tired of companies thinking that they can walk over you because you can’t do anything about it. Because you’re the little person. If only three people read this, it’s fine with me, because having a voice that reaches three is better than having no voice at all.
Not everyone can be a certain, awesome coffee company dishing out frappuccinos with a smile. Every company can’t offer the kind of iService that makes you want to give two months’ worth of your hard earned money to them for a tiny electronic device. Finally, everybody can’t make you want to camp outside their door awaiting opening day so you can be first in line for a chicken sandwich, waffle fries and lemonade (except on Sundays). Every company, however, can treat their customers with respect, give them the service that they paid for and make things right when they go oh so wrong. You fail repeatedly, Spirit Airlines.