OF THE YEAR
Ultra-LCCs have complete- ly transformed commer- cial air transport, making safe, afordable fying ac- cessible to a far wider set of people while keeping the general market com- petitive. Spirit Airlines, howev- er, has done much more
beyond keeping down its costs and fares. It has listened
to its customers, made service adjustments, is equipping
its entire feet with Wi-Fi, and delivers great on-time
and checked baggage performance. Tat has seen Spirit’s customer base grow and its network expand, providing a win-win for the company and its customers.
In the fall of 2018, Fort Lauderdale, Florida-based
Spirit celebrated its frst-place fnish as the country’s
most on-time airline, according to the US Department
of Transportation’s (DOT) monthly report. Te Airline
Passenger Experience Association (APEX) also named
Spirit the Most Improved Airline of the Year.
For Spirit, cheap does not mean poor service. On the
contrary, Spirit’s leadership team has committed to delivering the best value in the sky while providing an extraordinary guest experience. Te carrier last year enrolled
its customer-facing employees in the Walt Disney Co.’s
leadership and professional training subsidiary, the Disney Institute, to improve its customer interactions. Te
company developed Spirit’s Signature Service standards
and training for its more than 3,000 fight attendants to
ensure a polished, consistent and friendly infight experience for all customers. Te results speak for themselves:
Spirit has seen a nearly 80% drop in customer complaints to DOT over the past year, while traveler satisfaction reports are at an all-time high. Tat’s on top of
posting a record-breaking on-time performance and an
industry-leading baggage handling performance.