You can’t hide from a bad experience

I came across a great example of poor customer service that I just had to share here: an experience flying to the Grand Caymans with the low-budget Spirit Airlines.  It has it all: poor service from poor policies.  Clueless employees.  A terrible phone service (not even automated… no one available to take the call, and one number for both reservations and service inquiries.)  And the end result that’s quite indicative of today’s Care 2.0 world — a blog post that will be passed along multiple times to many more readers to serve as excellent negative PR against ever flying Spirit anywhere.

In fact, all it took was a google on Spirit Airlines to unearth several other sob stories.  The guy whose Spirit flight was cancelled and his attempts to rebook involved the 800 number hanging up on him.  His blog includes links to three other complaint stories, finally leading to one unbelievable slip-up by the CEO which eventually got more prominent coverage.  Even the folks at the top don’t care about customer service.  If you don’t care about how you care, it shows throughout the organization.

You can’t hide from a bad experience!