Spirit Airlines has announced a major policy change that eliminates change and cancellation fees for all passengers. The new policy, which took effect on Friday, is part of Spirit’s broader effort to enhance customer experience and remain competitive in the market. The airline’s website now proudly states, “cancel fees are canceled for everyone” and “change fees are gone for all.”
Previous Fee Structure
Prior to this change, Spirit Airlines charged passengers between $69 and $119 for modifying their tickets, depending on how close to the departure date the change was made. However, changes made within 24 hours of booking or more than 60 days before departure were already free of charge.
Spirit’s Commitment to Improvement
A spokesperson from Spirit Airlines emphasized the company’s dedication to improving customer experience and achieving profitability. “Spirit has been evaluating changes to our product and strategy that will help us better compete, elevate the guest experience, and return to profitability,” the airline stated. “This new policy is among the best in the industry because it applies to each and every guest. We have many other enhancements in the works and look forward to sharing more soon.”
How the New Policy Works
Under the new policy, passengers can make changes to their flights up to an hour before the scheduled departure time. Changes or cancellations can be processed through the My Trips page on Spirit’s website, via the Spirit chat function, or by sending a direct message to Spirit on social media. Airport guest agents are also available to assist with flight modifications.
For cancellations made within 24 hours of booking, or if the flight is at least seven days away, customers are eligible for a full refund. Otherwise, they will receive a flight credit equivalent to the reservation value.
Financial Impact and Future Plans
Despite this customer-friendly move, Spirit Airlines reported a loss in the first quarter of 2024. Chief Financial Officer Scott Haralson expressed optimism about the airline’s future, stating that Spirit is “on the cusp of making changes which we believe will position us on the road back to sustained profitability,” following the unsuccessful merger with JetBlue last year.
Industry Trends
Spirit’s decision comes amid a broader industry trend towards greater transparency and customer satisfaction. On the same day, fellow budget airline Frontier Airlines also announced the elimination of its change and cancellation fees.
The U.S. Department of Transportation (DOT) has been actively addressing hidden and junk fees imposed by airlines. These fees often inflate the final cost of what initially appears to be a low-priced ticket, adding extra charges for carry-on baggage or seat selection. Recently, the DOT banned bait-and-switch tactics, ensuring that advertised fares include mandatory fees and making it clear that purchasing a seat is optional and seats are guaranteed.
Our Take
Spirit Airlines’ elimination of change and cancellation fees marks a significant shift in the airline’s customer service strategy. By removing these fees, Spirit aims to enhance the travel experience, making it easier and more affordable for passengers to adjust their travel plans. This move, along with similar actions by other airlines and regulatory efforts by the DOT, signals a positive trend towards greater transparency and customer-friendly policies in the aviation industry. As Spirit continues to roll out more enhancements, passengers can look forward to a more flexible and straightforward travel experience.
