It's a little hard to parse that spaghetti-like mess at the lower end of this graph, but it's quite easy to spot Spirit soaring high above the rest of the competition (Source: U.S. PIRG)

Spirit Airlines: The Most Complained-About Carrier In The U.S.

Yes, we’ve repeatedly made fun of delusional Spirit Airlines CEO Ben Baldanza for his claim that his company is the “most consumer-friendly” airline around, especially when it comes in dead-last in traveler opinion surveys and is the only U.S. carrier to make a recent list of the world’s worst airlines. And a new study confirms that Spirit’s passengers are several times more likely to complain than passengers on any other domestic carrier. [More]

Which Airlines Are The Fastest & Slowest At Responding To Customers On Twitter?

Which Airlines Are The Fastest & Slowest At Responding To Customers On Twitter?

Complaining on Twitter can often feel like trying to shout to someone across the street with a noisy parade going down the middle. And that disconnect can often get worse when trying to get the attention of a big company with hundreds or thousands of people vying for attention. Some companies now go to great lengths to make sure that customers get some sort of response within minutes, but is that response of any value? [More]

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Spirit Airlines Only U.S. Carrier To Make List Of World’s Worst

Spirit Airlines can call itself the “most consumer-friendly airline” all it wants, but that won’t change public opinion of the discount carrier. And a new round-up of the world’s worst-rated airlines would seem to confirm that Spirit is far from living up to its own description. [More]

Spirit Airline Ad Riffs On Sheen Meltdown

Spirit Airline Ad Riffs On Sheen Meltdown

Spirit Airlines has another tasteless email promotion, this time riffing off the crazy phrases Charlie Sheen has been spewing in his latest media meltdown. Unlike their previous ones that made jokes about the BP oil spill, muff-diving and M.I.L.Fs (“many islands, low fares” – ahem), this one does not make me want to punch them in the face. So kudos on that, guys. [More]

Is Spirit Airlines' Refund Policy Heartless?

Is Spirit Airlines' Refund Policy Heartless?

We recently received two very different stories of people who had booked tickets on discount carrier Spirit Airlines. One involves a terrible family tragedy and the other occurred when a fading formality turned into a red tape nightmare, but in the end they both ended up facing the stone-faced (and possibly stone-hearted) Spirit refund policy. [More]

Spirit CEO: Carry-On Fees Are A "Consumer Benefit"

Spirit CEO: Carry-On Fees Are A "Consumer Benefit"

In terms of public relations, 2010 hasn’t exactly been a banner year for Spirit Airlines. First, they ticked people off by announcing they would begin charging up to $45/bag for carry-on luggage, then they introduced “pre-reclined” seats. They were shut down for about a week because of a strike, and then there was the ill-advised “check out the oil on our beaches” promo. But the company’s CEO doesn’t understand why travelers aren’t lining up to thank him. [More]

Spirit Starts Charging Up To $45 For Carry-On Bags

Spirit Starts Charging Up To $45 For Carry-On Bags

Prepare to shift that carry-on bag to your other hand as you reach for your wallet because today is the day Spirit rolls out their new fee for carry-on bags. Billed as an ostensible solution to gate delays, the worst problem you never experienced, the fee ranges from $20 to $45. [More]

Spirit Airlines Launches "Check Out The Oil On Our Beaches" Promo

Spirit Airlines Launches "Check Out The Oil On Our Beaches" Promo

Spirit Airlines is known for pushing its bottom-scraping fees with crass emailed promos, but usually they just stick with dorky sex puns. Now they’re branching out into sociopolitical commentary with their latest “Check Out The Oil On Our Beaches” promotion that leverages the BP oil spill in comedy and marketing gold. [More]

Spirit Airlines Flights Resume Friday, Offers Everyone $50 Off

Spirit Airlines Flights Resume Friday, Offers Everyone $50 Off

Spirit Airline flights, grounded since the beginning of a 5-day pilot strike, could will resume Friday, after the pilots union and the airline reached a tentative agreement following 26 straight hours of negotiation. In its typically tongue-in-cheek fashion, coinciding with the announcement was a “Strikingly Low Fares” promotion offering everyone $50 off new tickets plus 5,000 bonus miles. [More]

Spirit Airlines Grounded By Pilot Strike

Spirit Airlines Grounded By Pilot Strike

If you’ve got a reservation for a flight on Spirit Airlines, you’d better start looking into other alternatives. The airline’s pilots have gone on strike after contract talks with management broke down yesterday morning. Apparently, the pilots were upset that they’d have to pay extra fees to carry baggage onto flights. Nah, just kidding. It’s just you getting stuck with those fees, not the cockpit crew. [More]

Airlines Made Nearly $8 Billion From Fees In 2009

Airlines Made Nearly $8 Billion From Fees In 2009

All those little surcharges to your airline tickets sure do add up. A recently released DOT report states that U.S. air carriers raked in $7.8 billion in fees last year, a 42% increase over 2008. [More]

Spirit CEO Justifies Carry-On Bag Fees

Spirit CEO Justifies Carry-On Bag Fees

Executives love to justify price increases or staff reductions by hauling out the customer service argument, because then any complaint you make can be framed as self-defeating. (“Don’t you want better service?”) On that note, Spirit’s CEO Ben Baldanza told travel blogger Christopher Elliott last week that the new carry-on bag fee is really intended to reduce gate delays. Remember to send a thank-you card to Baldanza. [More]

Spirit Airlines Charges $10 For Buying Tickets Anywhere But Ticket Counter (Again)

Spirit Airlines Charges $10 For Buying Tickets Anywhere But Ticket Counter (Again)

Habitually awful carrier Spirit Airlines is bringing back its “passenger usage fee,” which charges passengers $4.90 each way for booking tickets online or over the phone. The only way to avoid the fee is by purchasing directly from a ticket counter at the airport. Convenient!

Spirit: Now With Mind-Numbing In-Cabin Advertising

Spirit: Now With Mind-Numbing In-Cabin Advertising

Kick open the exit doors and release the inflatable slides, Spirit is outfitting their entire fleet with cabin-saturating ads. Billed as Spirit’s “latest innovation,” the ads will litter “seat backs, window shades, overhead bins, tray tables, drink carts, napkins, cups, menus (what menus?) boarding passes, trash bags, soap dispensers,” and probably even barf bags.

Spirit Airlines Drops $10 Fee For Ordering Tickets Online

Spirit Airlines Drops $10 Fee For Ordering Tickets Online

As quietly as it came, the $10 “web convenience fee” Spirit levied for the favor they were doing you by letting you book online, has gone. The fee no longer appears in Spirit Airlines’ contract of carriage. A small victory for common sense, though they’ll probably just figure out a way to make it up somewhere else. How about $5 fee for takeoffs and landings?

Spirit Airlines Executive Contact Information

Spirit Airlines Executive Contact Information

Got an unresolved complaint with Spirit Airlines and regular customer service not working out for you? Then you might want to make use of the Spirit executive contact information we’ve got posted inside (especially the info for the CEO’s assistant). Reading these posts about how to write a good complaint letter, how to send an eecb, and how to deal with executive customer service may also come in handy. With this info, you’ll go from frowny consumer to jet set in no time.

Spirit Airlines Charges $10 Fee For Ordering Tickets Online

Spirit Airlines Charges $10 Fee For Ordering Tickets Online

One of the major points of having your customers order online is supposed to be that it makes it a more efficient and convenient process for everyone. Not so at Spirit Airlines, which is now charging $10 roundtrip extra fee if you order your tickets online. They’re calling this the “web convenience fee.”

Spirit Airlines' Customer Service Number Leads To Phone Sex Line

Spirit Airlines' Customer Service Number Leads To Phone Sex Line

When you fly an ultra low budget airliner, you expect ultra low service, but even under that business model, it seems reasonable to assume that calling customer service won’t take you to a phone sex line. Reader Barbara would agree. She writes: