The downgrade by Skytrax coincided with a five-year period when Spirit led all major US airlines in the number of complaints filed with the Department of Transportation. The distinction reflects вЂњa poor standard of Product and/or poor and inconsistent standards of Staff Service delivery,вЂќ placing Spirit in a colorful group of carriers that includes national airlines for failed states, like Syrianair and Yemenia, as well as IndonesiaвЂ™s Merpati Nusantara Airlines, which suspended service last February when 50 of its 178 pilots resigned after not having been paid for a quarter. In 2013, Skytrax, an air-travel consultancy, downgraded its rating of Spirit to make it the nationвЂ™s only two-star carrier. From the outrageous (earning a record fine for consumer-protection violations), to the odious (employing a вЂњstrippermobileвЂќ for one of its ad campaigns), to the merely absurd (offering frequent-flyer miles for passengersвЂ™ air-travel horror stories), Spirit Airlines has repeatedly broken new ground for bad business behavior, no place more so than in its startling approach to customer service. For almost a decade now IвЂ™ve taught classes in business ethics, and Spirit is renowned for imparting lessons in that study, albeit, like Enron and Donald Trump, by negative example. What convinced me was the opportunity for a little academic intrigue.

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Spirit customer service