Spirit Air’s Harvey: We want to be known “as the good guys”

heather harveyHeather Harvey is the manager of customer relations at Spirit Airlines. A few days ago, she posted an interesting comment on my site, saying that she had been “tasked with turning our customer perception around.” Spirit gets more than its fair share of complaints, so I wanted to give her an opportunity to explain. Here’s our interview.

Q: What are you trying to turn around?

Harvey: Based on our customer feedback 99.9 percent of our customers are satisfied with our service. My goal is to reach out to that .1 percent and to find out where we didn’t meet their expectations. From what I am seeing – we can get rid of a lot of misconceptions within the airlines by providing our customers with clearer expectations. Spirit Airlines is currently tackling this project.

I want Spirit to be known as the good guys, the ones who offer the total package: safe, on time, a great price, a friendly smile and stress free travel.

Q: What is Spirit’s current reputation for customer service? What would you like it to be?

Harvey: Well, I’ve definitely seen a shift in the last six months. We received more compliments in the month of April than all of 2007. I’ve even seen a shift in your blog. You enabled customers to get directly in touch with me and upper management. I have to be honest, that is the best thing that could have happened to our company. This has been another avenue to communicate with our customers.

Q: I’m happy to be of service. How many queries do you handle from customers in an average month? And what’s your target response time for phone calls, letters and e-mail?

Harvey: We carried 548,605 passengers and the Customer Relations team handled 8,217 pieces of feedback in the month of June. These ranged from simple inquiries on how to print a boarding pass to situations where we messed up. Between the articles, blogs, Facebook, Twitter, MySpace, HighFive and the list goes on – we are really trying to keep up with evolving
technology.

One thing we are contending with is the consumer expectations of instant responses. It used to be acceptable to once receive a response by mail in a matter of two to three weeks – people now have an expectation of just a few hours when they send an email. This has been a huge challenge for our company. When they do come to us for resolutions – be it phone calls, letters or e-mails they all get
responses within 48 hours. Naturally, postal mail takes additional time to be delivered.

Q: What’s the number-one customer service complaint that you get, and what is Spirit doing about it? What can customers do to make sure it doesn’t happen to them?

Harvey: Great question! The top complaints generally stem from our personnel not bending the rules. For example, we get a lot of requests for refunds on non-refundable tickets. The best advice I can give any customers when flying on any airline is to fully review everything prior to purchasing a ticket – read the policies. This doesn’t just go for Spirit – this applies to any airline you travel on. Also, we try to give customers the tools to avoid unforeseen expenses. Affordable travel insurance is offered in the booking path. Get it! It’s such an amazing little tool!

Q: What do you think people like about Spirit’s customer service?

Harvey: We have a true desire to help people. We admit that things don’t go as planned. We are operating multi-million dollar machines in an environment of unforeseen circumstances – rising oil costs, weather, viruses and so much more. We are not perfect, but when things don’t go as planned we want to make it right. Our employees are more than willing to get on the phone with you and hear your problem, answer your questions, or direct you to the right place. Also, the feedback we get from our customer’s is used every day to make improvements and bring things to light. Our customers can have the confidence, knowing that when they write an email, there will be a person to help them on the other end.

Q: Is it possible to run a profitable discount carrier and have happy customers? Or does an airline have to choose one over the other?

Harvey: Of course it is! Otherwise I wouldn’t really have much of a purpose here. I think Spirit is doing both. Just a few weeks ago we were awarded the Florida Business Award for the best company in the airline industry. If I may quote the article, “Spirit was hands down the top vote getter in the airline category, garnering 44 percent of the votes and beating out American, Delta, Southwest and United, among others.” We understand that running a successful business requires happy customers and we are working hard to achieve this.

Q: I noticed that you just wrapped up another $1 fare sale. When people are paying literally pennies for their tickets, what do you think they should expect from an airline, in terms of customer service?

Harvey: Regardless of how much people pay for their ticket, or how many miles they fly on us every week – everyone is treated equally. I don’t think it has to be more complicated than that.

Q: As a customer, what’s the best way to deal with an airline that doesn’t respond to a legitimate complaint? Should I appeal to an executive? Write to the Transportation Department? Hire an attorney? And at what point should you walk away and give up?

Harvey: I think it’s very important to first give the company a chance to fix the problem or explain themselves. Some people believe that by going outside the company for a resolution will get them the solution they are seeking, but in reality they won’t get anything more than what they are originally entitled to. In regards to Spirit, we make every effort to understand the customer’s interest and are committed to reaching a fair resolution. Knowing what you are entitled to is the absolute first step to presenting your case effectively.

Q: I wanted to ask you about fees. Spirit has quite a few of them. What are you hearing back from customers about some of the fees you charge for purchases, seat assignments and drinks? If there were one fee you could eliminate, which one would it be?

Harvey: I believe it about giving customers choices. These fees fit our business model. Many airlines don’t give you the option to remove things that you won’t be using, so what you’re getting is a bulk, inflated price. For example, if you are determined to sit in the front of the plane and need to check in Christmas presents, is it really fair to share the burden of that cost with the customer who didn’t mind where they sat and only brought a carry-on? This is the very essence of our product – only pay for what you are going to use.

  • John Elam

    I am really impressed with Ms. Harvey’s professionalism and direct, upbeat approach. It speaks well for her employer that she would be so forthcoming in your interview with her. I give her, and Spirit, high marks and would be more likely to give Spirit a try as a result of this exchange.

    Thanks for the interview, Chris!

  • Carl G.

    I agree with John!

    I find it interesting that Ms. Harvey mentioned, “The top complaints generally stem from our personnel not bending the rules.” This, to me, confirms that far too many people are nothing but spoiled brats who feel they are ‘entitled’ to more than what they pay for, or even what they did NOT PAY for.

    And, this applies not only to the traveling public, but to the public in general Far too few people seem to be willing to accept the responsibility for their own actions. e.g., Buying a ticket [or anything else] is a CONTRACT. If you choose to not read the terms and conditions, you have only yourself to blame. This also applies to mortgages, auto purchases/rentals, health care, [name your own area]. If you want a 100% refundable ticket, I doubt there is any airline that will not sell you one – at a stated price. If you’re not willing to pay that price, either:
    1) Take the risk and pay a lower fare.
    2) Buy the trip insurance that Ms. Harvey mentioned [I know this is also available on Delta.] to minimize your risk.
    3) Travel by some other mode of transportation.
    4) STAY HOME!

    Frankly, I’m just tired of listening to a bunch of spoiled brats who think the world owes them something they did not buy. Again, you make the choice; live with it! This is not to say that there are not valid reasons to complain about how a business [travel or otherwise] handled a specific situation. And, when I have a problem, I try first to make it clear that I generally only complain to a business that I want to continue to deal with. e.g., If I get a bad meal at a restaurant, I will:
    1) Complain if and only if I care enough to return for another meal.
    or
    2) Just never go back. I may make a casual comment that I am unhappy, but I consider that different from a real ‘complaint’ where I want a resolution to the problem. And, I will make sure my friends and associates know about my experience.

  • Peter Zimmerman

    Oh, come on, you didn’t challenge her!

    1) “99.9 percent of our customers are satisfied with our service.” We all know what that means is that 1/100 dissatisfied customers have the time and energy to engage in a prolonged fight with the airline, and so don’t bother

    2) The notion that “fees give customers choices” would be far more valid if fares had been reduced, and then customers could chose which expenses to add. Clearly, that has not been the case. Fees are means by which airlines have manged to increase their rates, under the guise of “only pay for what you are going to use.”

  • Les Wilder

    I agree with Peter. This was a softball interview.

    “99.9%” satisfaction is somewhere between unreal and impossible to accept and begged to be challenged. There was no response to direct questions for specifics such as which fee she would like to see eliminated.
    When she completely ducked the question about the appropriate reaction to an airline’s failure to respond to a legitimate complaint you didn’t repeat the question.

    As customers in these difficult times we could use clear, honest information, not slippery evasiveness.

  • Sasho

    I notice Ms. Harvey never actually answered any of your questions directly.
    What IS Spirit’s current reputation for customer service in her opinion?
    What IS the number one complaint?
    And what IS the best way to deal with Spirit when it doesn’t respond to a legitimate complaint? Who should we appeal to? Executive, DOT, attorney?
    I for one just see a lot of verbiage that struggles to say as little as possible. Sorry Ms. Harvey, not convinced.

  • Scott

    I’m not going to say that the “fee model” is great, but get realistic Peter. The effect of deregulation and airlines trying to put each other out of business has been well publicized — fares in terms of real dollars are lower than the early 80s. Airlines have essentially added fees in lieu of raising the overall prices to where they NEED to be to keep airlines from teetering over bankruptcy. The bottom line is, prices should be hundreds of dollars higher per ticket per person for the industry. And if it then becomes too expensive for you, Carl has it right….stay home. As a whole, people are far too entitled, and they constantly expect things to be given to them, discounted for them, and they throw tantrums when they don’t get the extras. It is embarrassing.

  • Ed

    99.9 percent of the customers are satisfied with their service…sound good doesn’t it? As an aggregate, that statistic may give you the warm and fuzzy…
    But look three questions in and you see that they carried 548,605 passengers in one month. Plug that 99.9% into the number of passengers and it turns out that 55 thousand people were displeased with their service! And if they only handled 8 thousand inquiries, that is 1-ninth of the number of displeased people who flew with Spirit. I’m not saying anything, just putting the numbers thrown out there into perspective.
    Ed

  • Peter Zimmerman

    Ed

    Your math is off by a factor of 100 – 0.1% of 548,605 is 548.

  • Barry Graham

    I know someone whose parent was terminally ill. They booked a ticket and just missed the flight. Spirit refused to show them any compassion given the circumstances.

  • David Z

    I believe it about giving customers choices.

    Options might be the better word than choices.

    I’ve read lots of horror stories about Spirit Airlines. So…time will tell if they’ll turn things around.

    clear, honest information

    And, unfortunately, sometimes unacceptable. Oh well.

  • Anne

    I had problems with Spirit in Jan. I tried to get in touch with Heather, but she never returned a call or email, but someone in her department finally did and corrected our ticket after 2 tries. Spirit had totally messed up our reservation. I have been booking tickets online for years and know how to do it and to double check dates. When we received our confirmation, according to Spirit we were flying into and out of St. Thomas on the same day and checking 2 bags. If we were there for less than a day, why would we check and pay to check 2 bags? The confirmation also did not have our seat assignments which we paid extra for. We will probably give them another chance since they are the only airlines that flies direct from Ft. Lauderdale to St. Thomas

  • Matt

    Ms Harvey states “99.9 percent of our customers are satisfied with our service” ….she is either lying through her teeth or delusional.
    Spirit air has the absolute worst customer service of any airlines…. and that’s saying something.
    They have mastered the art of deflection and smoke and mirrors. The have gone as far as ignoring customers emails, hiding phone numbers to customer service centers. Disconnections of and discontinuing working numbers.
    They are notorious for changing or canceling flights. Even the day of the flight in some cases mere hours before takes off.
    The India call centers are worthless as they are trained to give the company’s standard positions, unwilling to budge or rectify any problems including ones that are clearly the airlines fault……
    Ms Harvey, I don’t envy you, you will have your hands full trying to repair this airlines reputation. But if you plan to climb this mountain before you, you can start with being truthful about the 99% of satisfied customers you claim Spirit air has.

  • http://nubiles@aol.com Lindsay Jones

    Ms. Harvey seems sincere, and I can definitely say that in all 3 of my incredibly miserable experiences with Spirit Airlines, there was always a very sincere and apologetic phone call from the customer service people to address it. The PROBLEM is that the rest of the airline is staffed with the most consistently apathetic set of people that I’ve ever seen. I wish Spirit was as good as addressing this as they are for apologizing for it afterwards.

  • jon

    I do not know what world that woman is living in. My experience with spirit air has not be pleasant.
    My baggage did not make the flight into logan in Boston.(Spirit air was late departing from CR.) Things like that happen and I understand that. What I do not understand is that there was no spirit air employess at the baggage area or reservation- ticketing area to to begin the claim or tracking process.

  • Frank

    I just returned form a r/t flight from Atlantic City to San Jose, CR. The seats look like they hadnt been cleaned in months. Splash stains from who knows what behind the headrests, on the back of the seats, pen marks everywhere, the tray table was busted and looked like it hadnt been vaccumed for several days.
    I understand no-frills is no-frills, but holy crap, clean the damn planes will ya?
    Another thing that got under my skin was I couldnt purchase a $3 coke with cash. Com’on, $3 for a can of coke? pullllease…..

  • Sharon Patricia

    I just finished speaking to Heather who was very nice and immediately answered my initial email on a Sunday no less and followed up with the promised phone call this morning. I can not speak for anyone other than myself but I am a turned around member of that .01%. Her response was prompt she listened and she offered a solution. My issue was not with the policies or the fact we had paid change fee the luggage fees the drink fees —– thats all part of buying a ticket on Spirit (or most airlines for that matter I fly often for work just wrapped a trip on AAand I paid for my luggage and when i wanted to delay a return i was told the change fee was $150 PLUS the change in fare– the seat was free and so was the coke but I do believe the ticket cost a lot more than it would have on spirit). Any way you have to give credit to someone that openly posts their information on a message board and welcomes people to contact her. Thanks Heather!!

  • Steven Beck

    What “Customert Service Team” is she talking about? Please tell me how to contact them, if they exist at all. Their call center is in India, staffed by nice but powerless people who do not handle customer complaints at all, in fact their is no listing for either Ms. Harvey or any kind of complaint line on their site. Attempts to refund miles from their Free Spirit program are handled only by e-mail. While Spirit began as a reasonable “no-frills” service, it has deteriorated into “the Greyhound of the skies” with a demoralized staff, misleading milage program, and an extortionary fee program. Is exctortion too strong? Well, if you can’t get a seat unless you book one online due to their overbooking every flight, and they charge a fee when you book a seat, isn’t that blackmail? Contrary to the opinion of their CEO, your customers aren’t whining cheapskates, we just want you to act like you give one shit about our loyalty.

  • http://MINNETTE228@AOL.COM Haydee Portalatin

    On10/17/09 I booked two airfares on the internet VBRF3K.At no time was I
    advised that we would be charged 48.00 for seats.extra.Total fare+TAXES
    WAS $526.40.Today I recieved when I recieved my credit card statement I
    was charged 48.00 EXTRA FOR SEATS?????.When I called the airline they
    gave a story unheard off.They said that the charge is because I chose the seats
    on line. AT NO TIME WAS I ADVISED THAT WE HAD TO PAY EXTRA
    MONEY FOR REGULAR SEATS,EVEN WHEN I CALLED THE AIRLINE TO
    VERIFY THE SEATS..I JUST HOPE THAT SOMEONE GETS .

    BACK TO ME
    WITA SATISFACTORY ANSWER.TEL.#954-499-1857.I FLY VERY OFTEN
    AND NEVER HAVE PAID MONEY EXTRA FOR A SEAT
    THANK YOU FOR PROMPT ATTENTION TO THIS MATTER HAYDEE PORTALATIN P.S.FIRST TIME WITH SPIRIT IN OVER 5 YEARS.

  • DAVID GALLOWAY

    I WAS CHARGED $39.95 FOR RENEWAL OF THE $9 FARE PROMOTION. I DID NOT AUTHORIZE THIS RENEWAL AND SPIRIT WILL NOT CANCEL THE CHARGE. BE CAREFUL. SPIRIT NEEDS TO BE EDUCATED IN CUSTOMER RELATIONS. WE FLEW SPIRIT FOR ABOUT 2-3 YEARS AND THERE PERSONNEL WERE THE MOST DISCOURTEOUS WE EVER ENCOUNTERED. WE NOW FLY JETBLUE AND ARE HAPPY. WE ARE CONTACTING THE FLORIDA ATTORNEY GENERAL TO INVESTIGATE SPIRITS DECEPTICE ADVERTISING AND BUSINESS PRACTICES. STAY TUNED

    DAVID, GALLOWAY COCOA BEACH, FL.

  • http://www.techherding.com Dick Carlson

    I’m always amazed when people shop at WalMart and are amazed they’re not treated as though they’re at Nordstrom.

    In essence, this is why air travel now sucks. We (and I include myself, here) of the traveling public pretty much purchase our tickets based on the lowest price. As someone who’s run several businesses in his life, if you try to serve up the cheapest hamburger or the least-expensive furniture, you cut every expense to the bone.

    That includes customer service, fuel purchases, engine maintenance, pilot training, and parachutes.

  • Raphael Martinez

    I cant believe this interview. Obviously there is evidence in online blogs, articles ect.. of all the mistreatment of customers. I have recently gotten in some issues with them as well, I bought the wrong flight and didnt realize it. So I called the next day to try and change it, I obviously just made a mistake, well that mistake was gonna cost me another ticket plus their “service” fee! I know what their terms and conditions are (which have Spirit in a win win situation) but there should be like a grace period added on there or at least waive a fee or something (I have no problem paying a fee, it just their fee is ridiculous. plus they already have the money from the first ticket you bought, and now your have to pay another ticket, WTF??). The wrong flight was bought so all I can do is suck it?? excellent way to keep your customers. THIS ONE IS NOT COMING BACK

  • Ed

    How can you say 99%. You guys lack the professionizun your cpmpetitors have.

  • Ed

    Apparently you do not know the diffenition of a good guys. We can not call you, you do not respond to emails. You have no sense of acountability. What you you mean Good Guy, How about rip off artists

  • Nathaniel Spencer

    Yesterday (Monday November 15, 2010), I was returning from Cancun, Mexico on the Spirit flight NK 174. My friend and I arrived on time in Ft. Lauderdale, Florida but there was a line at customs. We made it through the customs line and then time became an issue. About ten people including ourselves were being paged over the intercom to by the gate attendant for our Ft. Lauderdale to Boston connection. Thankfully, we were rushed through bag re-check and security by the TSA agents. As we were sprinting through the airport in the same terminal (Terminal 4, Concourse H) and we were sprinting to make the gate and we were still being paged by the gate. We saw a spirit employee who had a radio and we requested she tell the gate we were only 9 gates away, (about a couple hundred feet), however, she refused to call the gate over the radio. My only explanation is that she must have been having a bad day. We made it to the gate only after we saw the doors close and we were not allowed on the plane to Boston. Additionally, the plane remained at the gate for 15 minutes after we arrived there, but we were still not able to board. It was flight 618 from Ft. Lauderdale to Boston. We then unsuccessfully attempted to have the doors to the plane opened by the gate agent.

    Our next step was to speak to a gate attendant to attempt to reschedule to another flight. However we were informed we could not be booked until Wednesday, November 17, 2010 (two days later) for our return flight. The gate attendant then advised us to speak to the manager at the front ticket counter. We left the concourse and went to the main Spirit ticket counter. We waited for the manager. He turned out to be the rudest person I have ever dealt with. There was only one couple in front of us, and there were four or five people who were unable to board the plane waiting to speak to him. He made us wait for 45 minutes while he conversed with his wife on his cell phone about their anniversary dinner which was that same evening. After his cell phone conversation with his wife ended, we spoke to him and he informed us that for another $414 we could get on a Jet blue flight (totally unacceptable). He then became very rude and short with us. He informed us that we could not get home until Wednesday and that it was our fault for missing the connection. I had never been treated as poorly by a person, let alone a manager. All we were interested in was information on how to get home. He then refused to answer any of our questions because he was irritated with our insistence that we wanted to get home sooner than Wednesday and he told us the only way to get home the next day was to book with another airline. We attempted to get more information out of him but he became further irritated. Our only option became a refund for the second part of our flight. We knew this was the best option at that time per his unhelpful attitude. We then were forced to book a hotel, which he would not help us with, (US Air was more than kind and got us a distressed traveler rate) and US Air booked us on a flight home the following morning.

    Because of the repeated lack of assistance by multiple Spirit employes, both the gate attendant who refused to help, and the ticket manager who was just plain mean, we were forced to buy a hotel room, we had 2 additional days of parking to pay at Boston Logan Airport, and we had to buy 2 more tickets from US Air because the Spirit manager would not help. The total additional expense was $400.

    I am not asking for the entire cost of the additional second booking. I only want the remainder of the original ticket price refunded, we were refunded $50 by the manager at the Ft. Lauderdale ticket counter, but I am adamant at being issued a refund for the entire price of both tickets. We were treated so poorly that it was impossible to even reason with the manager in Ft. Lauderdale.

    Today I spoke with customer service which was entirely indian speaking individuals who could not understand what had happened. All three people whom I spoke with; the initial employee who answered my phone call, then his section manager, and then finally his floor manager all attempted to issue me the $50 refund that was already issued by the manager at Ft. Lauderdale Airport. Because I could not make them understand the issue and therefore I asked for the contact information for Sprit Corporate Headquarters Customer Service.

    Thank you Sprit Air for a wonderful experience,

    Nathaniel Spencer

  • Sarge

    I recently had to cancel a flight to North Carolina because of Irene and I asked if I could get a voucher for my cancelled flight. I was told it would cost me half the cost of the ticket to cancel and if I did not use the remaining $ by November I would lose this money also. I asked to speak to a manager and was told I could not.
    The customer service at Spirit Airlines is in need of serious repair. The customer should at least be given some understanding especially when it is an unforseen issue or emergency change. Help me understand!!
    A dis-satified customer

  • Sarge

    I recently had to cancel a flight to North Carolina because of Irene and I asked if I could get a voucher for my cancelled flight. I was told it would cost me half the cost of the ticket to cancel and if I did not use the remaining $ by November I would lose this money also. I asked to speak to a manager and was told I could not.
    The customer service at Spirit Airlines is in need of serious repair. The customer should at least be given some understanding especially when it is an unforseen issue or emergency change. Help me understand!!
    A dis-satified customer

  • Linda Wilber

    I have cancelled my credit card with Spirit and I tried to cancel the $9.00 fee club (which is a joke because you can’t really travel for free and you need to make reservations way in advance.) they already charged me the $59.95 which is nonrefundable!  So, I have a year to enjoy all the
    “uncomforts” they provide.

  • Apeters1945

    My husband and I were on a flight from Orlando FL to Atlantic City, thefog sent us to PHila where we were told we would be given a shuttle back to Atlantic City and we would be reimbursed our air fare. I have tried calling, emailing which doesn’t go anywhere and i want someone to contact me.  I have been a customer since you started in Atlantic CTY, got you a lot of business from my children, family and friends and we are all waiting to how this is handles.  THe car fare cost me 180.00 since there only 2 shuttles and over 200 people waiting over 1 hr in the cold. I would apprecaite a responce.
    Ann