This is how Ben Baldanza CEO of Spirit Air responded to a complaint letter from a first-time customer:
Please respond, Pasquale, but we owe him nothing as far as I’m concerned. Let him tell the world how bad we are. He’s never flown us before anyway and will be back when we save him a penny.
Which might have been ok, had the email stayed inter-office, but Baldanza seems to have hit “reply all” and accidentally sent the message back to the original complainant. Oops.
