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Spirit Airlines So many issues have surfaced from customers who fly with Spirit Airlines. Of course, consumers love airlines that are cheap or have good deals, but most customers who fly with Spirit are generally disappointed with the service and all the extra fees they have to pay which makes for a higher priced ticket anyway. The tickets, plus the extra fees, would be equivalent to flying with another airline but with all those costs included. These are some of the key problems that consumers have with flying Spirit and customers are very frustrated with its questionable policies and hidden fees. According to Fox News, "Spirit Airlines is the most hated airline in the U.S." (Fox News, 2016). Other key issues with Spirit include a lack of customer service, oversold boarding, a high cost of carry-ons, whether a customer is part of the "Spirit Fare Club" program or not. The only way to avoid bag fees is to either carry a backpack or small purse that fits underneath the seat in front of you. Also, seat selections can cost up to $200, there is no in-flight entertainment, drinks and snacks come at a cost as well, and if a customer is a "frequent flyer," those miles expire very quickly with Spirits "use 'em or lose 'em" policy (Magaa, 2015). According to the Department of Transportation, Spirit Airlines had the worst on time arrival record of 13 U.S. carriers and the highest rate of consumer complaints over that time span. The transportation department's data showed that 11.73 out of every 100,000 customers who flew Spirit in 2015 complained about some aspect of their experience (LeBeau, 2016). Spirit's latest "Contract of Carriage," updated on February 20, 2018, includes the customer service plan and the tarmac delay plan. Baggage charges will all be nonrefundable and certain countries may require other applicable charges to be collected by Spirit; if there is a modification of the itinerary, the customer bas.to pay another increased fee in baggage charges. Under this contract, one small carryon bag will be permitted, with an extra charge, of course. If the small item cannot be safely stowed, there will be an additional charge. As far as its customer service is concerned, Spirit still offers the lowest fares available, ensures responsiveness to complaints, provides refunds, deliver baggage on time, etc. (Spirit Airlines, 2018). Although Spirit has put forth this new contract plan, nowhere in it does it state how it will resolve the specific current issues that its customers are complaining about each time they fly with Spirit. The airline gives general statements about what it will continue to do, but not a plan of execution of how it will deal with disappointed customers. According to its annual report, the only aspect that Spirit is focusing on is price-sensitive travelers. It believes that its growing customer base is more resilient than the customer bases of most other airlines because of low fares and unbundled service offering appeal to price-sensitive passengers (Spirit Airlines, 2013). Background/company information history Spirit Airlines is an airline company providing both domestic and international flights. It is known for being an "ultra low-cost" carrier in the U.S. Spirit Airlines started in 1964 as Clipper Trucking Company. In 1980, the airline service was established and known as Charter One. The airline