John DiJulius | Customer Experience Blog

No holiday Spirit | You need a Villain, Victim & Hero | Vote for Summit topics
December 2, 2015, 6:40 am
Filed under: Customer Service
No holiday Spirit Airlines – Spirit Airlines, the lowest-rated Customer satisfaction airline in the US, is at it again. For the second year in a row, Spirit Airlines is playing scrooge by adding an extra fee to its baggage fee for checked luggage on flights departing during the holidays. Frontier Airlines-the Denver-based carrier that’s been following the fee-heavy tactics laid out by Spirit-recently hiked checked and carry-on baggage fees by an extra $5 to $10 for flights scheduled anytime between Thanksgiving week and just after New Year’s, as well as peak travel periods in 2016. Florida Senator Bill Nelson urged Spirit Airlines, Frontier Airlines, and other U.S. carriers to put aside any plans to increase checked-bag fees during the peak holiday travel time. “These increased surcharges fly in the face of declining fuel costs and appear focused on increasing profitability on the backs of American families,” Nelson wrote. “If your company does plan to impose holiday surcharges, I request that you rescind those plans immediately.” 

Hard to make price irrelevant after you made it relevant – Once your Customers are used to receiving discounts, it’s really hard to wean them off. Just ask JCPenney and Jos A Bank. JCPenney is still trying to recover from a nationwide failed experiment in misunderstanding one’s own Customer base. Jos. A. Bank is finding their attempt to change the habits of their shoppers isn’t going so well: sales are way down. For years Customers have been trained to come in and stock up on suits only when there’s a buy one, get three free sale. Not that those sales have ended, traffic is down and same store sales dropped 14.6%. Parent company, Men’s Wearhouse CEO Doug Ewert, explained they have no choice to change direction, “Despite these results, we continue to believe that transitioning away from the unsustainable promotional strategy we inherited from Jos. A. Bank and accelerating our new promotional strategy is the right thing to do for the long-term success of the Jos. A. Bank business.” 

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