CEO responds

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Jan 5, 2015
Spring, Texas
An email I received tonight:

A little over a year ago, I became the CEO of Spirit Airlines. At the time, we were very good at providing the lowest possible fares, and that hasn’t changed – our total price is more than 30% lower than other airlines on average. But, while low prices are important, one thing was missing – a commitment to delivering great service.

Over the past year, we invested heavily to improve your customer experience. We increased staffing and our focus on service training. We built a new state-of-the-art hangar and opened new training centers to keep our crew and equipment in tip-top shape. And we brought on 16 new aircraft, adding to the youngest and most fuel-efficient fleet in the country.

These improvements produced great results – our on-time performance increased by nearly 15%, and customer satisfaction increased by 50%. I am proud to say that we were named the Most Improved Airline in the Airline Quality Rating this year.

A couple of weeks ago, we suffered service disruptions and had to cancel approximately 15% of our flights over the course of a few days. We regret the inconvenience this caused and have been hard at work to ensure this does not happen again. We are committed, as always, to providing our valued customers with safe, reliable and on-time flights to their travel destinations.

Moving forward, you will see some exciting improvements at Spirit. While our on-time performance has improved, we will continue to get even better. Additionally, we will be launching a mobile app by the end of summer as well as a refreshed website and new kiosks at the airport by year-end. These are just a few things that we are doing to provide a better customer experience for you.

Today’s Spirit is performing better than last year’s Spirit, and next year’s Spirit will be even better. I look forward to meeting you on a Spirit flight soon!

Thank You,

Bob Fornaro