That being said, I am glad Spirit is making a commitment to customer service at the corporate level. I only hope there will be a similar effort for the frontline crew. I have had good experience with check-in agents, though usually gates for spirit flights are not staffed, and I usually get information on flight times on my own via the internet. There have been occasions where flights were several hours late, and no announcements were made and no employees were at the gate until long after the posted flight time. There needs to be more transparency on this end.

Also, in-flight crew should be a little more brushed up on FAA regulations and courtesy. Last flight I flew, I had a carry-on bag that was stored in the overhead thrown at me by the flight attendant because the bin was full. It was a smaller bag, but I already had the seat in front of me packed with another bag, which was larger. I had to carry the other bag in my lap, and the FA didn’t seem concerned. Also, the pilot (or co-pilot) made an announcement during the takeoff roll, which was a bit disconcerting.

The phone systems need to not lead to infinite hold loops or disconnections as they are currently set up to do.

Ms. Harvey, you have your work cut out for you, but I wish you the best, and hope your role is an honest effort on behalf of spirit, and not just a half-hearted effort to make it seem like they care.

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.”

This is not about giving customers a choice. This is about the airline trying to make money off a crappy business model. I have never seen any positive customer feedback about added fees. As a passenger, all I want is for the airline to get my bags and me from point A to point B safely. I want to pay one price and not get to the airport and have to pay more money to get on the plane, or to get my bags on the plane. Do they really believe their own PR that this is what we want?