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Tyler Dingess posted Feb 26, 2018 12:41 PM
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As mentioned in the introduction to this discussion, the airline industry is plagued with complaints. I have never flown with Spirit or Southwest, but I can say that even on the best flights I am guilty on complaining about some part of the experience. My customer loyalty is pretty low when it comes to flying, but I will choose Delta when possible so I can earn SkyMiles. The best airline I have ever flown with is Lufthansa out of Germany. It was a short flight, but they provided breakfast, dink service, and the staff was extremely courteous. Would I have been willing to skip the frills in exchange for a lower price? Absolutely. Cost will be a key factor in air travel more than ever as we move forward. Jet fuel prices will continue to climb with other fossil fuels, so airlines will need take cost saving measures.
Listening to the CEO of Spirit, it is clear that their focus above all else is price. Their business model is based on the assumption that we are willing to be uncomfortable for a two-hour flight at the right price. When asked if he should provide free drinks and peanuts, their CEO joked that it would not make the seats feel any bigger. They obviously embrace their reputation, but their poor customer experience is no joke. Among other things, Spirit is willing to sacrifice customer service quality to slash prices. Spirit may win in the price category, but they lack empathy, tangibles, and responsiveness.
Southwest on the other hand has seen great success in providing cheap flights while also focusing on treating customer well. According to the videos, Southwest has seen record passenger load and on-time performance. They do not charge for “extras” like Spirit. This improved experience builds loyalty and can be enough to win customer over from similar short haul airlines. If Spirit wants to compete with Southwest, they will need to improve their customer experience. They could keep the tight seats, but improve customer service standards. The free drinks might not make the seats feel any larger, but they just might change the attitude of a flyer.
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· View profile card for Jared Lahmon
Jared Lahmon
Mon at 8:17 PM
Tyler,
I completely agree. Spirit sounds extremely unappealing to me. All of their budget cut ideas like adding more and smaller seats, no food, no drinks, and no recliners will make for a miserable flight. I am a loyal Southwest customer, and my wife and I have always been satisfied with their service and food/beverage choices. However, I feel like every plane I have ever been on is uncomfortable (I'm a bigger dude), and I could not imagine an even smaller space. Even if Spirit saved me a ton of money I am pretty certain that I would not be happy on that type of flight.
Cost saving strategies will work, especially in down market times, but some services require a personal touch to remain competitive over the long haul.
Great post,
Jared D. Lahmon
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