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Spirit Airlines Case Study Outline

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Most the time a company wants to hear good feedback from its customers; however, many of the customers that have traveled with Spirit Airlines are not giving the type of feedback every company wants to hear. Currently, Spirit Airlines is not the most loved airline in the United Stated, on the contrary, this airline has generated many of negative reviews in social media. Also, Spirit Airlines is the lowest airline for the customer experience according to the Consumer Reports’, and the esteemed consumer watchdog gave the airline the lowest-ever overall score. This kind of reviews will give the perspective that the company is declining, but is quite the other way around, Spirit Airlines is one of the fastest growing in the United States. The flights …show more content…

Over the years, this airline has expanded its services along the East Coast, the Caribbean, and South America. In 2007, Spirit Airlines decided to set its prices lower than any other airline as part of a plan to expand nationwide. In his article Chico Harlan describes that “Offering dirt-cheap fares and add-ons galore, Spirit has become the emblem of a sensible but potentially aggravating industry transition, one in which U.S. carriers are reconsidering every aspect of how they fly and what travelers should pay for.” The plan that the airline is following cuts all the extra services other companies offer during a flight; for example, other airlines offer food to sell, but they also provide complementary beverages and snacks. Spirit Airlines charges extra for everything, a bottle of water can cost $3.00, a pillow with a blanket $7.00, there is not entrainment or Wi-Fi on board. With Spirit Airlines, the only thing a customer buys when getting a flight ticket is the seat, the customer only gets what he pays for and nothing more. Spirit Airlines has many delays and cancellation and for this reason the airlines draws three times more complains to the U.S. Department of Transportation than any other …show more content…

Some of the Spirit customers are happy to sacrifice some of the extra services other companies offer in exchange of a cheap airfare. To put the Spirit to the test an airline analyst decided to book a flight and travel from Detroit to LaGuardia. The analyst paid only $63 for a one-way flight that is $300 less than fare offered by other airlines. At the end of the flight the analyst reported his experience, and he reported that he would not complain about the service offered by Spirit. His assessment revealed that many customer are not satisfied because they are not aware of Spirit policies, according to him customers know about the policies they can avoid unpleasant surprises and not be charged for extras unless they really want them. In order to have a good experience with Spirit Airlines the customer has to plan ahead. Official numbers suggest that even when adding up all the extra fees to get the total flight price, Spirit still offers the lowest price in the industry. In the article “A Stingy Spirit Lifts Airline’s Profit” Jack Nicas states that “Spirit Airlines Inc. has scrimped its way to become, pound for pound, the most profitable airline in the U.S., helping reshape budget air travel by charging for everything from boarding passes to drinking water.” In recent years,

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