Spirit Airlines pledges to get better

Wi-Fi, customer service part of plan

Discount carrier Spirit Airlines threw itself a party Friday as the Miramar company announced it will install Wi-Fi on all of its planes by the summer of 2019 as part of a sweeping program to improve its oft-criticized customer service.

Amid employee cheers in a company parking lot, senior executives said the in-flight Wi-Fi system is just one of several improvements envisioned by the airline, which has been criticized by the flying public for the way it has treated travelers over the years.

They rolled out a pledge card — first signed by company president Ted Christie and then by others — that vows improvements in the carrier’s booking and check-in process and frequent flier program. “We have a powerful company and a powerful brand,” he said.

The Wi-Fi system is being developed by the French multinational Thales Group, which designs and builds electrical systems and other services for the defense, aerospace, transportation and securities industries. Spirit said the system will provide high-speed web browsing services via satellite for 97 percent of Spirit’s routes, including those in Latin America and the Caribbean. The airline operates 500 daily flights to 65 U.S. and international destinations.

By 2021, the technology will get better, the company said, with the launch of a new satellite.

As always, Spirit’s onboard services will remain a la carte, and the Wi-Fi service will be no exception. Web browsing and streaming options will start at an average price of $6.50, the company said, with a cost range governed by route type and customer demand.

During a short briefing with reporters, Christie said the price point “was carefully thought out” by the two companies.

“We believe this price point’s going to be very attractive,” he said, referring to Spirit and to Dominque Giannoni, CEO of Thales InFlyt Experience. “The idea was to create a business between the two of us that drives revenue and drives profitability.”

“You do see airlines that charge separately for Wi-Fi and onboard entertainment,” he added.

Christie acknowedged that the airline is shopping for new aircraft, but had nothing to report on whether Spirit will continue to rely solely on European-made Air-

buses, or add another make to the fleet such as Boeing.

Last month, Matt Klein, chief commercial officer for Spirit, told the Puget Sound Business Journal in Washington state that a Boeing model was among those under consideration.

“We are undergoing a process now to look for a new aircraft order,” Klein said. “As of right now, we’re including all manufacturers … As of right now, we do have a Boeing in our consideration set, yes.”

Spirit’s public declaration to improve its services comes three months after its unionized pilots ratified a new five-year contract that called for pay raises and work rule changes. Last summer, Spirit’s flight performance received a setback when members of the Air Line Pilots Association International staged a slowdown that resulted in widespread cancellations and flight delays.

But tensions eased and Spirit’s performance metrics improved after the two sides cut their deal. According to industry data maintained by the U.S. Department of Transportation, the percentage of on-time arrivals, for example, improved steadily through the end of 2017, rising from 71.3 percent in the second quarter to 85.7 percent in the fourth quarter. In February 2018, the latest month for which figures are available, the figure stood at 81.9 percent, good for No. 4 out of 18 airlines listed.

A random look at other categories such as flight cancellations and tarmac delays show Spirit roughly in the middle of the industry pack for February.

The airline, which rivals JetBlue and Southwest Airlines in terms of flight operations and passengers served at Fort LauderdaleHollywood International Airport, said it has no plans to open operations at Miami International Airport.