Why did you decide to start charging for carry-on luggage?
Last fall, we identified excessive carry-on baggage as the number-one controllable reason that our planes were being delayed at the gate. We challenged ourselves to eliminate these delays without raising customer prices or Spirit’s costs, and to make the boarding process quicker and easier for our customers.
Calling it the “next phase” of unbundling, Spirit Airlines a few hours ago announced that it would begin charging passengers for carry-on luggage. Seriously.
From the release:
In order to continue reducing fares even further and offering customers the option of paying only for the services they want and use rather than subsidizing the choices of others, the low fare industry innovator is … progressing to the next phase of unbundling with the introduction of a charge to carry on a bag and be boarded first onto the airplane.
Because it charges for pretty much everything that isn’t bolted down on the plane, Spirit Airlines is a favorite target of this site’s readers. So when Spirit does right by one of its customers, it’s got all the makings of a man-bites-dog story.
Christina Conte is the man — actually, the woman — doing the biting. Here’s her story:
When Conte’s mother’s flight was canceled last year, Spirit offered her a $200 voucher toward a future trip. That in itself is extraordinary. Usually, an airline gives passengers the option of a full refund or a flight of its choosing. But when she tried to use the voucher, she found it was impossible to redeem for the flight she wanted.