Between 20, passengers on Spirit were nearly three times as likely to file a complaint as passengers on any other airline, and more remarkable yet, every year the volume of complaints grew. The downgrade by Skytrax coincided with a five-year period when Spirit led all major US airlines in the number of complaints filed with the Department of Transportation. The distinction reflects “a poor standard of Product and/or poor and inconsistent standards of Staff Service delivery,” placing Spirit in a colorful group of carriers that includes national airlines for failed states, like Syrianair and Yemenia, as well as Indonesia’s Merpati Nusantara Airlines, which suspended service last February when 50 of its 178 pilots resigned after not having been paid for a quarter. In 2013, Skytrax, an air-travel consultancy, downgraded its rating of Spirit to make it the nation’s only two-star carrier. From the outrageous (earning a record fine for consumer-protection violations), to the odious (employing a “strippermobile” for one of its ad campaigns), to the merely absurd (offering frequent-flyer miles for passengers’ air-travel horror stories), Spirit Airlines has repeatedly broken new ground for bad business behavior, no place more so than in its startling approach to customer service. For almost a decade now I’ve taught classes in business ethics, and Spirit is renowned for imparting lessons in that study, albeit, like Enron and Donald Trump, by negative example. What convinced me was the opportunity for a little academic intrigue. This information may be linked to targeting/advertising activities. The social network will record that you have done this. These cookies are used when you share information using a social media sharing button or “like” button on our websites, or you link your account or engage with our content on or through a social media site. The cookies will remember the website you have visited, and this information is shared with other parties such as advertising technology service providers and advertisers. These cookies collect information about your browsing habits to make advertising relevant to you and your interests. They may be set by third-party providers whose services we have added to our pages or by us. These cookies enable the website to provide enhanced functionality and personalization. All information these cookies collect is aggregated and therefore anonymous. These cookies are used to collect information on how users interact with Chicago Booth websites allowing us to improve the user experience and optimize our site where needed based on these interactions. These cookies are essential to enable the services to provide the requested feature, such as remembering you have logged in.
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