Spirit Airlines, (aka: We’re the cheapest airline. That is all.) proudly announced yesterday that they can’t be bothered to have a real person provide customer service on social media by posting this to their twitter profile: “A big social media team costs money, so we put our feed on Autopilot to save you cents on every ticket.” We thought we’d give it a day to settle in before commenting, because we wanted to see what would happen, as if we didn’t know. It’s exactly what we, and everyone in customer service, expected.
Remember United Breaks Guitars? When United Airlines ignored this customer, he went public, got satisfaction, and the airline got a black eye.
Of course, if a robot was handling issues like that, it would have been much better for them, right? Let’s see how well it’s working for Spirit:
“Talk to the Hand” automated responses do nothing to smooth ruffled feathers or solve customer complaints. It just adds to what is already a high level of frustration. When people have a problem that isn’t being solved, they tend to reach out on social media. The responses they receive on these public forums help cement, or destroy their reputation.
We’re betting each of these frustrated passengers would have been happy to pay a few extra cents for their ticket in order to cover the cost of one real person to reply to their post.
Welcome to the newer, cheaper Spirit Airlines: “We just saved you a nickel. Stop complaining.”