New Spirit CE vows to smooth out ULCC’s ‘rough edges’
New Spirit Airlines president and CE Bob Fornaro promised to make “small, but meaningful changes” to the carrier’s operation, which he conceded has scored too low on key customer-service metrics. Fornaro said that the airline’s inconsistent on-time performance and high customer-complaint rate were unacceptable. “It’s going to change,” he said, adding that there is “no conflict” between Spirit’s low-cost model and operating an efficient, customer-friendly airline. “The change will take a bit of time, but you’ll see Spirit improve its on-time performance and customer satisfaction,” Fornaro said, adding the carrier “can do a better job” of assisting passengers when service disruptions, such as flight cancelations and mishandled bags, do occur. <br/>
https://portal.staralliance.com/cms/news/hot-topics/2016-02-25/unaligned/new-spirit-ce-vows-to-smooth-out-ulcc2019s-2018rough-edges2019
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New Spirit CE vows to smooth out ULCC’s ‘rough edges’
New Spirit Airlines president and CE Bob Fornaro promised to make “small, but meaningful changes” to the carrier’s operation, which he conceded has scored too low on key customer-service metrics. Fornaro said that the airline’s inconsistent on-time performance and high customer-complaint rate were unacceptable. “It’s going to change,” he said, adding that there is “no conflict” between Spirit’s low-cost model and operating an efficient, customer-friendly airline. “The change will take a bit of time, but you’ll see Spirit improve its on-time performance and customer satisfaction,” Fornaro said, adding the carrier “can do a better job” of assisting passengers when service disruptions, such as flight cancelations and mishandled bags, do occur. <br/>
