Will Spirit Airlines' Passengers Sacrifice Service for Cheap Flights?
In an effort to create efficiencies and speed the boarding and deplaning of planes, Spirit Airlines announced this week that it will start charging for carry-on bags.
Domestic passengers who check-in online will pay $20 for their carry-on luggage, versus $45 if they check in at the gate. Members of Spirit's $9 Fare Club who pre-reserve their carry-on bag in advance online will only pay $10.
I understand that Spirit is a no-frills, low-cost airline, but passengers are already subjected to paying for snacks and drinks and having no onboard entertainment. Why make customers pay for the last convenience they have when they fly? What's next? Paying to use the bathroom? I don't believe this latest strategy will deter passengers from carrying on luggage because they still must pay for their checked bags too. This added charge will only result in annoying passengers.
This decision does little to improve Spirit Airline's image. Three years ago CEO Ben Baldanza sullied the airline's corporate image when he replied to an email sent by a couple who was delayed on a Spirit Airlines flight and detailed the rude behavior of flight attendants and poor customer service they received from the gate attendants and contact centers. The blogosphere picked up his response, which was "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."
That sentiment resonates with the latest surcharges. I get it: Passengers fly Spirit because fares are much less than the competing carriers, but how many service standards will passengers sacrifice for cheap prices?
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