But Spirit's strategy appears to wager that consumers dazzled by ultra-low fares will overlook reports by passengers unhappy with its service.
In one episode widely circulated on the Internet, Baldanza dismissed a customer complaint from Orlando by saying Spirit owes the passenger nothing. "Let him tell the world how bad we are," Baldanza wrote in an e-mail meant for managers but inadvertently copied to the customer. "He's never flown us before anyway and will be back when we save him a penny."
With its $9 online specials, Spirit Airlines has gained a reputation for low fares. Has it also gained a reputation for low-quality service?
More than a few people who have flown Spirit this summer would answer yes. They contend Miramar-based Spirit doesn't have enough people to staff its ticket counters at Fort Lauderdale-Hollywood International Airport, or its reservations and customer service centers elsewhere.
Spirit attracted more than 3.3 million passengers in the first six months of the year, and through rapid growth vaulted into the top spot this summer as the busiest carrier at Fort Lauderdale's highly competitive airport. Its low fares draw customers from throughout South Florida.
But tales of woe from passengers are raising doubts about the wisdom of Spirit's business strategy, which depends on very low costs to succeed. Although Spirit is bringing more international tourists to Fort Lauderdale and keeping the airport busy, Broward County leaders are concerned about its ragged growth.
"Spirit needs to take care of their people, as any good corporation should," said County Commissioner Stacy Ritter, the panel's point person on airport issues.
story here
In one episode widely circulated on the Internet, Baldanza dismissed a customer complaint from Orlando by saying Spirit owes the passenger nothing. "Let him tell the world how bad we are," Baldanza wrote in an e-mail meant for managers but inadvertently copied to the customer. "He's never flown us before anyway and will be back when we save him a penny."
With its $9 online specials, Spirit Airlines has gained a reputation for low fares. Has it also gained a reputation for low-quality service?
More than a few people who have flown Spirit this summer would answer yes. They contend Miramar-based Spirit doesn't have enough people to staff its ticket counters at Fort Lauderdale-Hollywood International Airport, or its reservations and customer service centers elsewhere.
Spirit attracted more than 3.3 million passengers in the first six months of the year, and through rapid growth vaulted into the top spot this summer as the busiest carrier at Fort Lauderdale's highly competitive airport. Its low fares draw customers from throughout South Florida.
But tales of woe from passengers are raising doubts about the wisdom of Spirit's business strategy, which depends on very low costs to succeed. Although Spirit is bringing more international tourists to Fort Lauderdale and keeping the airport busy, Broward County leaders are concerned about its ragged growth.
"Spirit needs to take care of their people, as any good corporation should," said County Commissioner Stacy Ritter, the panel's point person on airport issues.
story here
