Discount carriers Spirit and Frontier Airlines have enhanced their services to meet customer needs. However, a recent annual customer satisfaction survey conducted by CFI Group has placed both airlines at the bottom of the rankings. Despite this, Spirit Airlines recorded the highest improvement rate among all surveyed airlines.
The American Customer Satisfaction Index Travel Study assessed the performance of various travel segments, including airlines, hotels, car rental firms, rideshare operators, and online travel services. Overall, all sectors have shown improvements in customer satisfaction, reflecting a renewed desire for travel despite economic challenges.
The survey evaluated airlines based on several factors, including baggage handling, boarding efficiency, call center responsiveness, cabin and lavatory cleanliness, food quality, loyalty programs, mobile apps, overhead storage, seat comfort, and staff interactions at gates and ticket counters. Notably, the percentage of survey participants who reported complaints has declined.
While Spirit and Frontier remain at the lower end of the survey results, they have made significant progress. The organization attributed their improvement to enhanced value propositions. A CFI spokeswoman elaborated that these airlines have improved their scores in areas such as check-in, boarding, in-flight service, travel planning, and staff performance.
The improving perception of budget airlines is possibly influenced by the increasing fees for seat selection and baggage imposed by legacy carriers. As a result, customers may perceive greater value in choosing discount airlines. Among the discount carriers, Allegiant emerged as the highest-ranked, securing third place in the survey.
Spirit Airlines, headquartered in South Florida, is in the process of transitioning to a new headquarters complex. Despite a challenging period marked by failed merger attempts and manufacturing issues, the company aims to prioritize customer communication. CEO Ted Christie has emphasized the company’s readiness to inform customers about their plans and improvements.
Prior to the COVID-19 pandemic, Spirit had implemented initiatives to enhance its customer relations. They upgraded their fleet, introduced seating with increased legroom, and improved technology to ensure better flight schedule reliability. Additionally, recent U.S. Department of Transportation data indicates that the airline has been performing well in terms of on-time performance, ranking fourth in January with 72.5% of flights arriving on time.
