Dear Valued Customer,
As 2017 comes to a close, I am excited to share with you some of the amazing improvements we have made in the past year. Six months ago I wrote to you to share how we had begun to invest in your Guest Experience, today I am happy to write to you with the impressive results of those actions.
Thanks to our dedication to operations, our on-time performance has rapidly climbed in the rankings. The preliminary airline rankings for October have arrived and for on-time performance we ranked number two overall, an all-time record! Last month came in at an amazing 86.5% on-time, beating out nearly all the legacy carriers with our Fit Fleet. We cannot be happier.
Since May, we have also launched several new initiatives to improve your experience based on your feedback. Our brand new mobile-friendly website was just unveiled, making it faster and easier to navigate to find the best deals anywhere. We are currently rolling out brand new check-in kiosks to all of our stations with an even better experience too. And, if you want to move through the airport even faster, [today/yesterday/this week] we launched our Spirit Check-In app with electronic boarding passes, so you do not even need to stop if you fly without a checked bag!
We want to hear from our Guests where they spend their time most, so we expanded our social media presence, launching our Facebook and Instagram accounts to supplement our Twitter handle. Our support teams have grown substantially to help care for all of our Guests? needs digitally. To improve the Guest experience throughout their journey, we partnered with the Disney Institute to create a fresh set of service standards which we call S3, Spirit Signature Service. Our entire inflight team has been through this training and it is beginning to move through our airport stations as well!
All these service enhancements have had a great impact on your experience with us?since I last wrote to you in May, our Guest Satisfaction has increased by [21%!]
Our team is proud of all that we have achieved in the past few months, especially when we consider the hardships that this year has brought. Many of our Guests and our Spirit Family were hit hard by this hurricane season and I am proud that we at Spirit have done everything in our power to support those affected. In the aftermath of Hurricanes Harvey, Maria, and Irma we operated dedicated rescue and relief flights to support evacuees and emergency responders, flying 1,436 Guests at no cost. We took care of our own too, flying over 800 members of our extended Spirit Family to safety. So far, we have operated 252 other regularly scheduled flights to San Juan and Aguadilla that have ferried emergency personnel and over 300,000 lbs. of relief supplies to the area since the storm.
In total, our flights transported [over 3,000 Guests] to safety, including many sick and elderly and those stranded from other airlines. [And we never raised our prices to benefit from others? suffering.] We also committed to matching $150,000 in donations to the American Red Cross. [I am proud to say that our efforts in the affected region are ongoing.]
The Spirt of today just keeps getting better for all of us and we are so happy you are along for the ride. I look forward to meeting you on a Spirit flight soon!
Thank You,
Bob Fornaro
President and CEO, Spirit Airlines
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