Spirit Airlines might be the cheapest airline in America but it’s also the worst in terms of customer satisfaction.
The low-cost carrier had the lowest score in this year’s American Customer Satisfaction Index’s travel report. The company scored a 62 out of 100 on the index.
“They made big gains this year mostly because of price,” said David VanAmburg, managing director at ACSI. “They don’t spend the money on customer service.”
Spirit airlines offers a service called “bare fares,” which means it charges extra fees for things like a second carry-on bag, printing your boarding pass at the airport, and even for a glass of water on a flight.
The airline admits that it took customers a while to get comfortable with its service after switching to the bare bones model in 2007.
Passengers in general have ranked airlines higher this year than in the past, likely because lower fuel prices have helped keep prices in check.
Customer satisfaction with all airlines improved to 72 from 69 in 2015 — the highest level since 1994. The sector is still one of the ASCI’s lowest-performing industries.
Here’s how America’s top airlines performed in the eyes of consumers.
JetBlue Airways, 80
Southwest Airlines, 80
Alaska Airlines, 77
All Others, 74
American Airlines, 72
Delta Air Lines, 71
United Airlines, 68
Frontier Airlines, 66
Allegiant Air, 65
Spirit Airlines, 62
Are you more satisfied with your flying experience these days?