Dear Valued Customer,
Thank you for flying with us!
We would like to get your input on your recent experience with this flight by completing this quick survey. We recognize that listening to our customers is one of the most important things we can do, and your response will help us ensure that your next experience exceeds your expectations.
Well, that’s a tough one, frankly. My overall experience on December 04, 2016 from Chicago O’Hare (ORD) to Baltimore, MD (BWI) was really not at all about Spirit Airlines, until, abruptly, it was. My overall experience was about my father in the hospital, dying, in Baltimore, and me, in Chicago, trying to get out to see him for the last time. So as you can imagine, Spirit Airlines, my overall experience that evening was both all I could think about, and all I could not think about. Instead, I focused on details: the email you considerately sent informing me that the flight had been delayed by 45 minutes; the amount of shit I could cram into a carry-on that would be light enough not to be confiscated at the gate, at which point I would be charged $100 to check it; rushing to the airport. I was not overly concerned with missing the flight (I had some other things on my plate, like getting someone in to feed the cats, finding a place to park the car that wouldn’t overdraw my checking account, merging onto the rush-hour Kennedy Expressway, speaking to the nurse who stood at my father’s bedside, her voice timid and southern-inflected in the Bluetooth-configured cabin of my car, assuring me that while he could not speak, he smiled as he heard my voice: ‘I’m on my way, Dad. Hang in there. I’m on my way.’
You had assured me there was a delay, Spirit Airlines, and I had left enough time that I was certain to be at the gate before even the flight’s originally scheduled departure.
There was plenty of time.
I was reassured, upon arriving at the airport, that the delay was still in place: all six monitors I obsessively checked assured me of this. So imagine my surprise when, upon arriving at the gate, 15 minutes prior to the *original* departure time, I was informed that the plane had already left and was taxiing down the runway.
If you actually gave a shit, Spirit Airlines, about your employees, those beleaguered and expressionless gate agents who have to break this kind of news and then endure the blowtorch of wrath from your paying customers, you would ask these particular two what they had to hear from me, maybe have given them a little bonus, or at the very least a day off. There was a lot of obscenity, some flying spit (I’m a theater major; my professor tells me if you aren’t drenching the people in the first row you’re not enunciating sufficiently), some tears, some flung baggage. What could they do? The plane was on the runway. My father was, as the doctors called it, ‘actively’ dying. I was, I’m embarrassed to confess, on my knees, clutching my head, wailing.
I’m going to assume that ‘overall experience’ includes my attempt to reach your customer service line, a succession of cheery bots who led me in a mechanical circle right back to where I’d begun, so I’ll toss that into the mix too.
My overall experience? Are you sure you really want to ask me that?
Hmm. The primary reason. How about ‘you fucking suck’? I think that about covers it. I have not filled in any of the holes above because there is not a number low enough. How likely? How likely?
Well, now, see, this is easy, because none of this part ever actually happened. It’s hard to assess a boarding process when you didn’t get to even fucking board. I mean, I suppose I could apply this to the flight the following morning, but I was a little distracted by the fact that by the time we landed in Baltimore my father was dead, and I had an email from you, time-stamped two hours earlier, assuring me that the delay on the flight that had departed before its scheduled departure time the previous evening was still in place, so hey! No rush!
Now, this afternoon, in the Uber on the way to the funeral home, I have occasion to ponder your choice of name. Spirit. I assume it’s meant to evoke a sprightly will, a zest for life, a seize-it-by-the-horns, embark on an exciting journey kind of feeling. But I find myself drawn-chalk it up to the emotional intensity of the present moment, I guess-to its more ethereal, metaphysical connotations: spirits, like that of my dead father, like mine, like those of all of your other passengers, all of whom, I’m guessing, have reasons to travel that are, well, shall we say, pressing.
You bear each of our spirits into the air and back down again. We give you our money. We pass through security, throw away our water bottles, take off our shoes, stand in the backscatter booths with our arms over our heads like caught criminals, participate in the magical-thinking rituals, reassuring ourselves that we will not fall from the sky or careen headlong into an office building, screaming the names of our children, our parents, our lovers. We run down the concourse, draw up breathless at the gate, only to find that you have left us.We trust you with our lives and those of the people we love. But you have left the gate, and as one of the blank-eyed gate agents told me, almost wistfully, ‘I’m afraid there’s nothing we can do.’
But I’m here now, Spirit, and I have to pay the driver and go in to pick a coffin. I hope that this survey will help you ensure that my next experience exceeds my expectations.
©Melinda Rooney, 2016