Spirit Airlines, once the carrier with the most passenger complaints, is working to upgrade its image. One effort involves new seats with fatter cushions and more legroom.
Spirit Airlines, the low-cost airline that has reported the highest rate of passenger complaints, has spent the last few years improving customer service and now is trying something new: seats that the carrier touts as roomier and more comfortable.
The seats will be included in 60 new planes the airline plans to add to the fleet by 2021 and will be installed in 40 existing planes that will be retrofitted in the same time frame. The carrier now has a fleet of about 135 planes.The move is part of a bigger effort by the Florida-based airline to re-create itself, about a dozen years after it launched with ultra-low fares but a long menu of fees for services such as printing out a boarding pass and upgrading to roomier seats .
Industry experts note that since the economic crisis, some of the major airlines have begun to spend extra on customer service, such as offering free snacks or free wireless internet for economy seat passengers. But they say they doubt that other carriers will follow Spirit Airlines’ lead by investing in bigger, roomier seats for fliers who book the cheapest seats.
Spirit Airlines has traditionally had among the most cramped seats in the industry, with legroom, typically measured as the distance from the back of one seat to the same spot on the next seat in front, of about 28 inches. With the new design, Spirit’s new seats will offer about 30 inches of legroom.
Despite the changes, Christie said, each cabin will be able to hold the same number of passengers so as not to affect the carrier’s bottom line.A few years ago, Spirit had the highest profit margin in the industry, in part because of the revenue it generated from bag fees and charges for food, drinks and traveling with pets, among other costs.
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