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A few weeks ago, I wrote about a pair of Spirit Airlines gate agents flipping out after passengers demanded updates around their delayed flights. The gate agents (seen in two separate TikTok videos) are shown aggressively shouting at all in the gate area while they share that they’re “frustrated as hell.” There’s now an update to this situation: the gate agents were fired.
I like Spirit Airlines and have found the planes clean, timely, and the BIG FRONT SEATS to be comfortable. Wi-Fi is becoming readily available and when it’s equipped, I find it faster and more reliable than United Airlines. That said, Spirit is a low-cost carrier and you are going to deal with both passengers and employees that are not the crème de la crème. This is not meant to be a dig against anyone, but passengers usually select the airline based on cost and employees are trained to nickel and dime customers while often getting aggressive.
@clubkev not only did they threaten me for recording them, but they INSISTED that i was a ‘flight risk’ for simply asking what flight they were delaying smh 🤦🏻♂️ #spiritairlines #customerservice #fyp
The flight to Las Vegas Harry Reid International Airport (LAS) was delayed for an unknown reason (it could be weather, mechanical, or crew related). Who knows? But, regardless of how the passengers were acting the gate agent did not need to escalate the situation in this manner. Her shouting doesn’t help anything and likely made the situation worse. Although, passengers did cheer at her ridiculous speech.
@clubkev Replying to @robotkyle i gotta say, these Spirit employees are top notch at customer service!!! #spiritairlines #wrongnumber #fyp
Her colleague was a bit calmer. But she also was frustrated. In the video, you can hear her say:
You’ve got to help us to help you. Please be quiet so I can think of what’s going on. I don’t even know what aircraft is here because everybody is screaming numbers. I don’t know what I have. I’m gonna be honest. I don’t know what aircraft is sitting out there. I don’t know what’s going on. You guys won’t give me a minute. Please give me a minute. Please.”
One passenger claps while another remarks that she is not helping. This agent is seen in the first video threatening the person filming that she can have him removed from the flight. She cites it’s not legal to film in the state of California. This is incorrect.
Spirit Airlines told USA Today that it was aware of the video and released this statement:
The two agents involved are no longer working with Spirit following the completion of our vendor’s internal investigation into the matter. We apologize to our guests for this experience, which does not reflect Spirit’s high standards for guest service.”
Anthony’s Take: Spirit Airlines has proven to be a good choice for me in certain situations. As stated above, I have had good experiences and generally enjoy my flights. I would not have taken kindly to these gate agents and their power trip.
(Featured Image Credit: @clubkev via TikTok.)
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3 comments
Should note that none of those agents were employed by Spirit. Still unacceptable as they represent the airline but they don’t work for them.
They’re still contractors that are working for Spirit and I agree their behavior was unacceptable.
Context is key. Those who have been to Burbank (it’ll always be Bob Hope to me) know that the PA systems at the gates are ancient and ineffective at anything more than providing a muted Charlie Brown Teacher voice. The concourses are small and narrow and the gate areas have almost zero seating.
People are cheering the loud screamer lady because (likely for the first time throughout the incident) they can actually hear something coming directly from an airline representative (vs having to ask a bunch of people what she just said via the PA system). The yelling was an upgrade in terms of the effectiveness of the communication.
I agree I wouldn’t like to be yelled at in optimal circumstances, but in this situation at Burbank, there wasn’t much else in the way of options. I do agree however that telling people to shut up and other ventings of frustration were not appropriate.