DETROIT – It was the story that sparked a national backlash against Spirit Airlines.
Jerry Meekins is a Vietnam veteran in Florida, who has cancer.
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When his doctors said he was too sick to fly a commercial jet, he asked Spirit for a refund and was refused.
Ruth to the Rescue just did an investigation into some of the practices at Spirit Airlines. We found the company very reluctant to make any exceptions to any ticket policies. The company says that if it started offering refunds, it would be forced to raise, what it calls, its ultra-low fares.
However, CEO Ben Baldanza has admitted the company could have handled the situation with Meekins more effectively. Spirit Airlines released a statement that said, "In my statements regarding Mr. Meekins' request for a refund, I failed to explain why our policy on refunds makes Spirit Airlines the only affordable choice for so many travelers, and I did not demonstrate the respect or the compassion that I should have, given his medical condition and his service to our country."
As a result Baldanza is personally offering Meekins a refund, and the airline will donate $5,000 to a veterans charity.
Ruth to the Rescue investigation
On April 30, the Ruth to the Rescue unit released the results of its investigation of the airline. We found complaints about canceled flights, poor customer service, and a local man denied a refund after his own health scare.
The bottom line on Spirit Airlines is that consumers need to know what they're getting. They do get ulta-low fares, but they do not get any flexibility. Plus, those low fares might not look so good if a customer also decides to pay fees for things like checked luggage, refreshments on board, or even carry-on luggage.
Spirit Airlines surprised a lot of people when it announced its fees for unexpected carry-on bags could reach $100.
Advice to travelers
The Ruth to the Rescue unit advises air travelers to thoroughly check all the policies that Spirit Airlines posts in its website. Know the rules and limitations before booking. Strongly consider travel insurance, as the airlines does not leave much wiggle room if your plans change unexpectedly.
Finally, if you have a problem with Spirits Airlines and are looking to appeal to a higher power, consider filing a complaint with the U.S. Department of Transportation.