Photo: Germán Efromovich in 2012. (Credit: Cruks)

Known as the founder of Synergy Group, the former chairman of Avianca, and the chairman of Colombia’s Movich chain of upscale business hotels, Efromovich continues to grow and manage businesses — most recently Aeroitalia, a new European airline based in Rome — and he has taken to social media, especially LinkedIn and YouTube, where he generously shares his history and insight directly with the public.

Like every magnate who dares to venture — especially in the colorful world of South American dealmaking — Efromovich has seen his share of ups and downs. But, unlike most, he isn’t afraid to discuss them.

In an interview many years in the making, Finance Colombia Executive Editor Loren Moss was able to have an in-depth conversation where they talk “sin papas en la lengua” (his version of the Spanish idiom “sin pelos en la lengua”)* about the recent turbulence in Colombia’s aviation market and what the future may hold.

Finance Colombia: It’s a pleasure finally speaking with you. First, I would like to congratulate you on your new project, Aeroitalia. How is that going?

Germán Efromovich: It isn’t my own new project, actually. I’m not an investor. I was recruited to be in charge of the intellectual part and build the company along with a group of people from Italy. They invited me because of my experience, and since I like aviation, I gladly accepted. We started 15 months ago with the certification request, and in four months we were already flying.

Today, the company is a bit more than a year old, and it already makes profit — there isn’t any loss. I know that, historically, when speaking of the commercial aviation business, that isn’t common.

“If you start selling tickets cheaper than your cost, how can you compete? … It’s impossible. So, I don’t call it low-cost — but ‘kamikaze-cost.’ It makes no sense.”

– Germán Efromovich

Finance Colombia: You have a very successful track record, but there’s something else that stands out: You tell your experiences to the public. Once a lot of successful people arrive at this point, it’s difficult to know anything about them. They live in secret. But you now have a YouTube channel where you openly share your lessons with your followers. I think it’s very noble. Why do you do it?

Efromovich: Thank you very much. I don’t know why it shouldn’t work this way. I think that if humans share more about their experiences — good and bad — we would all help the world be a better place. However, people forget. We don’t learn so much from others’ experiences, right? Otherwise, we wouldn’t be going through so many issues right now globally. If we look back to all we’ve gone through as humans — all those wars — if we paid real attention to the experiences, I think we would have a more civilized and peaceful world.

Viva Air made a big splash in Colombia by giving millions a new low-cost option, but it began to struggle in recent years before ultimately exiting the market after an unsuccessful acquisition by Avianca. (Photo credit: Viva Air)

Finance Colombia: I recall you saying, maybe 10 years ago, that the low-cost airline model was unsustainable and that it was a never-ending road. I remember your skepticism. At the time, everybody was saying, “well, he’s more traditional,” but here we are in 2023 and there has basically been an earthquake of the Colombian aviation market — with two local low-cost carriers disappearing in a month. Why have the low-cost airlines failed in Colombia? What happened and why?

Germán Efromovich: If you start selling the product way for cheaper than it cost you, you won’t be able to maintain it for long — unless you have a lot of money to waste. In Latin America, I always said that the term “low-cost” is wrong. Somebody invented it and it really doesn’t exist — not even in Europe.

In Europe, what is wrongly called “low-cost” works because the price of the plane, the crew, and the gasoline doesn’t change. It only varies a little. The question is how much you sell the ticket for. And you will sell a cheaper ticket if you have a subsidy. And in Europe, there are alternative airports where, in England, for example, they pay the airline to land. This is in contrast to Heathrow, which charges airlines many, many pounds to land.

So you, as an operator, get paid and you can incentivize clients that are willing to arrive at an airport one hour — or more — away from to the city. But in Latin America there is no airport that pays you for landing. If you start selling tickets cheaper than your cost, how can you compete? How can you, with an asset of about $50 million USD per plane, compete with a bus that costs $100,000 USD?

It’s impossible. So, I don’t call it low-cost — but “kamikaze-cost.” It makes no sense.

So, you ask, what happened? At first, the low-cost carriers in Colombia survived. But then, everything we have now seen happen started to happen.

Actually, Viva Air didn’t end up bankrupt. It was bought by Avianca. Then, Avianca decided to stop it or close it, but it wasn’t declared bankrupt. But what happened before the buying? Why did Viva give up and sell the company? Because when Ultra arrived, they start competing and selling their tickets at a lower price than their cost, and miracles don’t exist. That, yes, I saw it many years ago.

READ MORE: Viva Air: The Chronicle of a Death Foretold

There are some countries with subsidies For example, in the United States — you will say they don’t pay to land there — and they have airlines like Southwest and Frontier. What did they do to sell cheaper tickets than American Airlines, Delta, and United? They re-designed the planes, people flew in fetal position. They transferred them into Hayden [Colorado]. They removed service and charged a bit less — but not a lot less.

So, Southwest, Spirit, and others, they all did very well because Southwest had a vision and good luck many years ago. They started to use fuel hedging. At the time, I believe it was like $25 USD or $30 USD when fuel was $100 USD. They grew a lot that way because they transferred the benefit to the passenger.

Finance Colombia: And the larger carriers responded by cutting costs as well.

Germán Efromovich: Exactly. At that time, they were very inefficient and they provided bad customer service. So, what happened? In order to compete with the low-cost airlines, these companies started to become more efficient. A company like Delta — which many years ago was absolutely inefficient and almost went bankrupt — had to ally with Northwest Airlines.

“There will always be a market for those willing to quit taking a suitcase and who don’t want to pay for comfort. But I think the majority of travelers would choose a better, more respectful service with more attention to detail. That’s going to come back. It’s cyclical.”

– Germán Efromovich

Nowadays, it’s a very efficient company. Moreover, the difference between Delta and “low cost “almost doesn’t exist, because if you want to fly with any company and take a carry-on with you or pick a seat, you will have to pay the difference either way. You may have to pay a bit more, you have a loyalty program, a better seat, and the service is better — but prices are very similar now. I had an experience in Europe 3 weeks ago… If you want to buy a last-hour ticket, can you? Ryanair it’s twice the price of British Airways.

Finance Colombia: You have to pay for the luggage, the water — even the toilet!

Germán Efromovich: Exactly. I saw it when it first started. To me, it was obvious that we would see what is happening today.

As I already said, the difference between the tiers is very small because the low-costs started with brand-new planes that were used for three years without maintenance or any trouble. They didn’t have a history.

An experienced company has a history, it has processes, it has had some fines. And the bigger ones went through Chapter 11. Look what happened in the United States. Every company went through it at least once — most of them two or three times. Many big companies disappeared.

Let’s go down through history. Where is Pan Am, Eastern Airlines, or Braniff Airways?

Finance Colombia: USAir.

Germán Efromovich: Exactly, USAir. Today it’s American. They bought American and kept the name because it was stronger, but its first name was Allegheny.

Finance Colombia: I remember it! I’m so old I remember it, and my two aunts were supervisors of passenger service for Eastern Airlines in Miami.

Germán Efromovich: Allegheny was the original name. It turned into USAir after two Chapter 11s. In the end, they end up being stronger after Chapter 11 because they didn’t pay to the dollar and they bought American Airlines. Then Northwest and CEO Richard Anderson bought Delta and transformed it. He kept the Delta name because it was stronger in the market.

READ MORE: Ultra Air 2nd Colombian Airline To Cease Operations In 1 Month

Finance Colombia: I remember doing the math when I was advising tourists in Colombia that were thinking about flying with Spirit. I said, look carefully, because if you have two suitcases, the ticket will cost the same as with Avianca. You believe it’s cheaper because you are the bait.

I find it interesting that the legacy carriers are losing some advantages because they are trying to compete with the low-cost airlines. I mean, if LATAM or Avianca — or United and others in the United States — try to sell low-cost, and try to sell everything piece by piece, they’re also losing.

Germán Efromovich: I think Avianca will have to come back with some new service. Lowering it, as it happened, in my opinion, was a wrong move. Even though, in terms of the number of passengers, it’s going well, what about their loyalty? What about the business traveler? It was forgotten in this case.

I think they should be getting profit out of it — otherwise it would be nonsense. You don’t see a Delta or LATAM lowering their service level or increasing density in an aggressive way. All in all, as I said, the difference between the two types of business practically doesn’t exist — or it’s very small.

There will always be a market for those willing to quit taking a suitcase and who don’t want to pay for comfort. But I think the majority of travelers would choose a better, more respectful service with more attention to detail. That’s going to come back. It’s cyclical.

Finance Colombia: I think it’s pretty noble that, some time ago, thanks to low-cost airlines, some people could fly for the first time because of cheap tickets. But there are also business travelers on a tight schedule who would like to be treated accordingly. Many don’t care about paying an extra $25 USD. I think the most important thing is that there are airlines who care about those clients. It’s important to have different sectors of the market that suit everybody’s needs.

“There are no miracles. The passenger has to be careful. When someone sells a plane ticket cheaper than a bus ticker, the client must know this company may not last.”

– Germán Efromovich

Germán Efromovich: No doubt. But regarding these low-cost companies, if you arrive a day before or at last minute, without luggage, are you going to pay the same? Or will you pay more than the other way? You’re going to pay even more.

There are no miracles. The passenger has to be careful. When someone sells a plane ticket cheaper than a bus ticket, the customer must know this company may not last. It will go bankrupt and leave the customer without service, like what happened with Ultra.

Finance Colombia: I’ve seen they sell them sell plane tickets cheaper than bus tickets. How is that workable?

Germán Efromovich: It isn’t.

* “Sin papas en la lengua” (without potatoes on the tongue) is Efromovich’s rather famous personal take on the Spanish phrase “sin pelos en la lengua” (without hair on the tongue), meaning to speak directly, without fear of offending the listener.

This interview has been been edited for length and clarity

For those passengers who have already purchased business class tickets, renamed to XL and XXL, if the aircraft has already had their business class seats removed, Avianca will assign them to the first three rows of the aircraft with the middle seat unavailable.

Now, upgrades, which Avianca will still give out as before, will mean the passenger gets to sit up front. So far, the airline has not announced any removal of business class on international flights.

Analysis

Avianca’s post-bankruptcy strategy seems to be to compete with emerging low-cost carriers like Viva, Spirit and Wingo by becoming one, rather than staying with a full service model such as Copa or Delta, attractive to business travelers.

The airline has already kicked out many of its most loyal fliers from its lounges, changed its redemption model to make it more expensive to attain elite status, and then United Airlines reduced lounge access for Star Alliance travelers including Copa and Avianca.  so the question becomes: “Why fly Avianca—an airline that once differentiated itself on service and comfort? An airline that defined itself a few years ago as something of a regional Emirates or Cathay Pacific of the Andes?”

It’s true that business-class domestic didn’t get the passenger much more on the flight itself. All flight segments within Colombia are less than two hours in length. No food was served on Avianca’s previous domestic business class. Passengers essentially got a bigger seat and priority boarding.

Domestic business class was still worth the cost for many frequent business travelers as status with Avianca and the Star Alliance once brought with it upgrades and lounge access the Star Alliance network. When Avianca began to have operational difficulties beginning with the 2017 pilot strike and its aftermath, Avianca would often find hotels for stranded Lifemiles elite passengers while leaving regular customers to sleep overnight on the airport floor.

Still, with business travelers, time is money. The most exquisite lounges in the world (which Avianca does not offer) cannot make up for canceled flights, missed meetings and connections, and unpredictability. Avianca’s previous management led by Germán Efromovich lost control of the company and a new team was brought in, but even months before the COVID pandemic hit, board chairman Roberto Kriete was caught on a leaked video calling Avianca “bankrupt” before the pandemic and flight groundings forced the airline into real, legal bankruptcy.

Most airlines that have tried to be all things to all people have failed. Panamá based Copa does own Colombia-based Wingo but manages it as a separate operation with its own infrastructure, management and marketing. Copa does very well as an all-international airline (with the exception of one domestic route to and from Davíd, Chiriquí), a serviceable—though overcrowded lounge in its Tocumen International Airport home base, and little direct pressure on its routes.

Avianca still flies a few trans-Atlantic flights after filing for bankruptcy, but for Latin American and Caribbean destinations, US travelers who want to stay in Star Alliance can connect to most destinations, even within Colombia through Copa, and Delta passengers now have Latam as a partner. Low-cost travelers, and even business travelers who aren’t beholden to a legacy network can choose from aggressive new low-cost carriers and connecting flights between Colombia and Florida in the US are under 4 hours—short flights where first and business class options are less important to the passenger.

Most airlines know they can’t be all things to all people, and don’t try to. Ryanair doesn’t try to be Emirates, and Spirit doesn’t try to be Delta. Automakers face the same challenge. Mercedes and BMW fared very poorly when they tried to launch economy low-end models. Toyota and Nissan set up separate operations, Lexus and Infiniti in order to move upmarket. The question here is: Is Avianca trying to be Wingo or Viva? It does not have the DNA of a low-cost carrier.

If Avianca wants to be a low-cost carrier, what is its value proposition to customers? Why fly Avianca instead of the real low-cost carriers? Lifemiles no longer gets passengers what they once did. The lower Avianca’s fares, the less Lifemiles the passenger collects (unlike before, when they were based primarily on miles flown), and now, unless passengers are flying on a 1^st or business class international ticket, Avianca & Copa status travelers can no longer benefit from many Star Alliance lounges.

In fact, independent lounges not run by an airline are becoming more popular. The Lounge Medellín operates in the José Maria Córdova international airport, open to any passengers that wish to pay admission or join lounge networks like Priority Pass. This option is trending as airline operated lounges have been restricting admission or tightening requirements to members of third-party networks like credit card perk programs or Priority Pass.

Can Avianca successfully reinvent itself as a low-cost carrier? Is there some other strategy that they are implementing? Removing business class from short haul commuter flights is not a big deal by itself. In fact, it makes a lot of sense. But what is Avianca’s strategy? What does the airline want to be, and more importantly, what kind of airline, if any at all, is it capable of being in the future?

On August 3^rd, Spirit Airlines filed for permission with Aerocivil, Colombia’s civil aviation authority, to add daily flights between Miami, Florida and the Colombian cities of Bogotá, Medellín, Barranquilla, and Cali. According to Flightconnections.com, Spirit already flies to seven Colombian cities, primarily from Fort Lauderdale, but also from Miami and Tampa. Colombian travelers were not spared in Spirit’s operational meltdown last week, with multiple flights canceled or delayed.

As Spirit runs a broad but shallow network, meaning it flies to many destinations but often with only a few flights per week, per destination, one canceled flight can leave travelers stranded for days with no recourse. Last week, Spirit canceled thousands, leaving hundreds of thousands of budget travelers stranded, many without the financial resources to purchase scarce, same-day flights on other airlines, or to find overnight accommodations, ground transportation, or meals in remote locations.

“It makes me sort of wonder how they had thought about the schedule they’re running and so on,” said former Spirit CEO Ben Baldanza on his Airlines Confidential Podcast. “You know, an airline like Spirit which flies basically about one trip a day per route they fly makes it very, very difficult when they have operational problems. If an American or Delta has to cancel some flights, in many cases…or Southwest, they may have you know, five or eight frequencies in a day so they can cancel three of those, re-accommodate people on other flights, and at least get people there the same day, if late. And in Spirit’s case if they cancel, most likely they don’t have a plane flying between those two cities that day and the next day’s flight is probably pretty full so it’s going to take them a long time.”

Other airline industry executives close to Spirit have said that Spirit’s woes stem from expanding more rapidly than they can hire and train pilots and crew, leaving the existing staff overworked and exhausted. The Transport Workers’ Union (TWU) representing gate agents at Fort Lauderdale issued a written statement saying that the Spirit employees it represents are “being subjected to ongoing mandatory overtime, no breaks, and no meal periods.”

“TWU is imploring passengers to take their ire out on the airline’s executives, since they are directly responsible for these travel disruptions! Our Agents who are doing everything they can, with their hands tied behind their backs, to take care of every passenger (sic). Executives who hide in the office and create catchy sound bites for the media are doing little to fix their passengers’ experience. These same executives have shown little concern for the safety and mental well-being of their frontline Agents at FLL, who have been attacked and even spat on – just for doing their job,” said the union in a statement.

“As the Union for the Guest Service Representatives at FLL, we want to make it crystal clear – these Agents are being subjected to circumstances far beyond their level of control or responsibility – do not take your frustrations out on them because they are the victims of the airline’s bad decision making, too.”

Will Sprit be able to keep expanding, and adding multiple new routes while normalizing its employment situation and improving reliability? Will budget-conscious travelers forgive Spirit and trust them again on intercontinental flights between North & South America? Time will tell.

We want to make it crystal clear – @SpiritAirlines Agents are being subjected to circumstances far beyond their level of control or responsibility – do not take your frustrations out on them because they are victims of the airlines bad decision making, too #EnoughIsEnough pic.twitter.com/vIy9rhJI3f

— TWU (@transportworker) August 5, 2021

Colombia-based Viva services both Miami & Orlando, but also Peru, Mexico, and Colombia. The airline with an irreverent attitude has not been shy about calling out competitors in the past. Last year it trolled Colombian competitor Avianca after Avianca landed in hot water for violating COVID biosafety protocols by having a brass band perform onboard a flight.

Now, Viva has simultaneously trolled Spirit and offered a discounted ride home to stranded travelers by responding to Spirit’s travel advisory:

Dear @SpiritAirlines passengers: There is another yellow brand? that does comply… Where are you guys heading? Wanna fly from Orlando to Colombia? On-time, friendly, best prices, brand new aircraft✈️ = the answer is @vivaaircol

— Viva ¡Vuela Más! (@VivaAirCol) August 3, 2021

Viva is offering 20% discounts to travelers flying out of Orlando or Miami through August 8th if they use the promo code FLYBACKVIVA.

Because we want you to fly back home ✈️?… you have 20%* discount to all Viva flights from Orlando & Miami Promo code: FLYBACKVIVA Buy only until August 8, 2021 *T&C: https://t.co/7jygTYAT4J pic.twitter.com/txDTi4boW6

— Viva ¡Vuela Más! (@VivaAirCol) August 3, 2021

As VIva continues its expansion into the US and other markets, Florida-based Spirit also flies to several Colombian destinations. As of publication time on August 3, Spirit flights (all from Fort Lauderdale) 237 & 676 to Medellín were delayed. 651 to Armenia (Colombia) was canceled, 859 to Cartagena was canceled, but 807 to Bogotá was listed as in-flight. Viva has a 94.9% on-time rating, per industry monitor OAG.

See Also: Spirit Airlines Operations Collapse, Thousands Left Stranded, Hundreds of Flights Cancelled, Employees Flee Airport, According To Passengers

According to FlightAware, cancellations and delays disrupted 71% of Spirit’s Monday schedule, and Sunday saw 60% of its schedule canceled or delayed.

Colombia: As of publication time on August 3, Spirit flights (all from Fort Lauderdale) 237 & 676 to Medellín were delayed. 651 to Armenia (Colombia) was canceled, 859 to Cartagena was canceled, but 807 to Bogotá was listed as in-flight.

Last Wednesday, Spirit’s CEO Ted Christie told investors: “We remain very well-positioned to stimulate markets and capture the significant market opportunities in the domestic US and near-field international marketplace” despite the mammoth financial loss, but today thousands of travelers are left without recourse. Police were called to San Juan, Puerto Rico after Spirit employees apparently fled the terminal, escaping angry passengers. Industry sources tell Finance Colombia a flight destined for Puerto Rico was diverted or cancelled because the Puerto Rico airport had become “unsafe” due to mad travelers.

Spirit gate and ticketing staff are overwhelmed and unable to deal with the thousands of frustrated passengers, many of whom have been stranded in airports beyond 24 hours. At first, Spirit said delays were due to weather, but other airlines are not facing the same systemic issues. Spirit issued a travel alert via their website stating: “Travel Advisory: We are experiencing operational challenges in some areas of our network, please check your email and flight status before going to the airport. Due to long lines at the airport, the fastest way for assistance is to click here and select Let’s Chat.”

Meanwhile in SJU San Juan airport waiting for Spirit flight with no updates since 11am now cancelled 12 hours later ? pic.twitter.com/fB1jZAkGFM

— Christopher Slocum (@ChrisSlocum_RN) August 2, 2021

Rumors of a strike are circulating across traditional and social media channels, but Spirit’s flight attendants’ union denies there is a formal labor action. The AFA said in a written statement yesterday: “Spirit Airlines is experiencing operational issues causing flight delays and cancellations due to weather, schedule month change over, and IT outages. A few news outlets have incorrectly reported that this may be due to a strike. This is not true. There is no flight attendant strike. Crews are not the issue. Management is proactively cancelling flights today to recover the operation and prevent further disruption for passengers.”

Industry executives in the US with knowledge of the matter explained to Finance Colombia that Spirit pilots are not on a formal strike, but morale issues may be causing an informal revolt as pilots have been pushed to the limits with regards to overtime and workload. Spirit has been rapidly expanding its route network and taking deliveries of new aircraft in the midst of a pilot shortage. Many airlines paused recruiting and training of new pilots during the COVID pandemic in 2020, leaving them unprepared for the current surge in discretionary travel. Spirit also lacks a network of agreements with competitor airlines to reroute passengers in the event of cancellations.

“We almost went out of our way to poke the customer in the eye. And once a business gets more competitive, you can’t do that anymore,”—Former Spirit Airlines CEO Bob Fornaro

It can take up to 10 pilots per aircraft to keep a narrow-body aircraft like the Airbus A320s that Spirit flies fully utilized. All airlines in the US are facing this issue of pilot shortages, the executive said, leading to American Airlines’ massive proactive flight cancellations earlier this summer, as an example.

A sign of things to come?

As Spirit and other airlines battle to poach pilots from the regional carriers, the traditional pipeline of fresh commercial pilots leaving the US Air Force &  Navy is no longer producing enough airmen to replace existing pilots, or to add pilots in the midst of significant growth among airlines. The same challenges leading to Spirit’s operational fiasco may soon spread across the industry. As a sign of things to come, United Airlines upped its new plane order to 120 A321 Airbus aircraft, while placing an order for 200 Boeing 737 Max aircraft last month. All these new planes will need new pilots, airframe & powerplant mechanics, ground crew, gate agents, and administrative staff. Over the past weekend, American Airlines also canceled over 270 flights, or approximately 9% of its schedule, with at least 120 flights canceled due to lack of crew. Thunderstorms did affect the Dallas, Texas metropolitan area over the weekend, affecting American Airlines, and also Southwest Airlines, who had over 1,000 flights delayed, but only 44 cancelled, due to thunderstorms, said the low-cost carrier. While all cancellations and delays inevitably frustrate passengers, Spirit seems to lack the customer service infrastructure to deal with itinerary adjustments, passenger care, and even the basic communications of the larger, more mature carriers.

Growing Pains?

Airline industry observers remember the forced resignation of JetBlue founder and then-CEO David Neeleman after the airline’s infamous 2007 “Valentine’s Day Massacre” that saw passengers stranded on the runways of New York’s JFK International Airport for up to 11 hours that February 14. While the airline canceled half of its 500 scheduled flights that day, and over 1,000 that week, it was not the cancellations that led to Neeleman’s dismissal—after all, snowstorms & icing conditions happen, and safety must always take priority—but JetBlue’s failure to adequately communicate with and take care of passengers that had been stranded, delayed, or trapped on an aircraft going nowhere for several hours. Shortly after the debacle, Allen Adamson of public relations agency Landor Associates told Forbes: “It’s easier to be different as a small company. That worked for many years, but when [JetBlue] became a big airline, its operations could not live up to delivering its brand experience because the company was built around a different philosophy.”

Spirit Airlines’ on-time performance in Q2, 2021 was 78.3% with a load factor of 84.4%. The company reported a $288 million USD quarterly loss on $859.3 million in revenues, and $2.2 billion USD of cash on hand.

Aircraft safety and maintenance is highly regulated, and all FAR Part 121 carriers (regularly scheduled airlines) must meet strict standards, however customer service responsiveness is not regulated, and airlines adhere to wildly varying standards and philosophies. Some airlines that attempt to provide the bare minimum of passenger support may find the policy backfiring on them as it both damages the brand and destroys morale of those support staff left to face angry mobs. Even ostensibly full-service airlines that don’t pay attention to passenger experience may suffer. Avianca won a battle with its pilot’s union only to lose the war as many pilots quit and others wouldn’t show up after a nasty labor dispute. The extensive disruptions led passengers to flee the airline that soon filed for bankruptcy. United Airlines remains infamous for beating up doctors and guitars.

Annnnd I am so glad that I made a conscious decision to never fly #SpiritAirlines again!? Spirit Airlines Collapses: Riots Break Out As Agents Told To Flee Airports For Their Own Safety https://t.co/5TNkdG2T0D

— The PlatinumLifestyle Coach (@PlatinumLife4U) August 3, 2021

Spirit Airlines already has a reputation as a bare-bones carrier; nothing is wrong with that. But scheduling flights it does not have the resources to fly and making commitments to passengers, some stranded internationally, that it cannot keep cannot be justified. Perhaps Spirit is counting on passengers having a short memory, but frequent travelers still remember Spirit’s attitude towards the Vietnam veteran with terminal cancer almost a decade ago.

Airlines flying in the US generally don’t have to provide accommodations for passengers due to reasons beyond their control, such as weather, but are responsible for passenger care when flights are delayed or canceled due to “operational issues.” This can tempt airlines to blame weather when there are other reasons for schedule disruptions. In the current case, it does not appear that Spirit has the necessary human resources to adequately attend to the stranded and disrupted passengers, either at the airports, or via customer contact infrastructure.

Persistent problems

“What this is about is consistent focus on execution. That starts with the schedule and the network, and then it goes into the delivery of that product, which means the reliability of your crew network and your airplanes. We’re well under way; we still have room to do better and we know that.”– Spirit CEO Ted Christie in a 2018 interview with AP

 Under long-time CEO Ben Baldanza, Spirit had a poor reputation for both on-time performance and customer service. Baldanza was abruptly replaced by Robert Fornaro in 2016 who admitted as much. “We ran a very successful financial business, but we ran a very poor consumer business. For the most part, you can only do that for a short period of time. We almost went out of our way to poke the customer in the eye. And once a business gets more competitive, you can’t do that anymore,” Fornaro told travel industry publication Skift in 2017. Spirit has been on a very aggressive expansion plan, for example going from zero flights out of Miami International Airport to 30 in just 3 months. During the 2^nd quarter of this year, the airline added new flights from New York LaGuardia to Los Angeles, Nashville, and San Juan, Puerto Rico along with flights from Los Angeles to Puerto Vallarta and Los Cabos, México. From Kansas City, it added flights to Louisville, Kentucky, Pensacola, Florida, Saint Louis, Missouri, and Milwaukee Wisconsin.

Spirit Airlines CEO Ted Christie

Is Spirit growing in an uncontrolled manner, outstripping its ability to add and train crew and overwhelming its already spartan customer service infrastructure? Current CEO and former CFO Ted Christie replaced Fornaro in January of 2019 but had been with the airline since 2012. Whether fair or not, financial types don’t often have the reputation for a customer focus, and low-cost airlines are famous for their obsession with operating costs. Has Spirit Airlines failed to invest when it comes to its customer service infrastructure, or is this a one-time operational blip? Flight cancellations are operational, but the apparent on-the-ground lack of preparation, response, and infrastructure point to deeper problems.

What recourse do passengers have?

According to the US Department of Transportation, In the following situations, passengers are entitled to a refund of the ticket price and/or associated fees:

• Cancelled Flight – A passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the passenger chooses not to travel.

• Schedule Change/Significant Delay – A passenger is entitled to a refund if the airline made a significant schedule change and/or significantly delays a flight and the passenger chooses not to travel.
  • DOT has not specifically defined what constitutes a “significant delay.”  Whether you are entitled to a refund depends on many factors – including the length of the delay, the length of the flight, and your particular circumstances.  DOT determines whether you are entitled to a refund following a significant delay on a case-by-case basis.

• Class of Service Change – A passenger is entitled to a refund if the passenger was involuntarily moved to a lower class of service.  For example, if the passenger purchased a first-class ticket and was downgraded to economy class due to an aircraft swap, the passenger is owed the difference in fares.
• Optional Service Fees – A passenger is entitled to a refund of fees paid for an optional service (for example, baggage fees, seat upgrades, or in-flight Wi-Fi) if the passenger was unable to use the optional service due to a flight cancellation, delay, schedule change, or a situation where the passenger was involuntarily denied boarding.
  • Note: In situations where you have purchased an optional service and that amenity either does not work or is not available on the flight, you may need to notify the airline of the problem to receive a refund.

• Baggage Fees – A passenger is entitled to a refund if the passenger paid a baggage fee and his or her baggage has been declared lost by the airline.

Cancelling a Ticket Reservation or Purchase within 24 hours of Booking

• For airline tickets that are purchased at least seven days before a flight’s scheduled departure date and time, airlines are required to either:
  • allow passengers to cancel their reservation and receive a full refund without a penalty for 24 hours, or
  • allow passengers to reserve a ticket (place it on hold) at the quoted price without paying for the ticket for 24 hours

Consumers in the US who believe an airline is not honoring its commercial commitments may sumit their case to the Department of Transportation here (click).

See Also: Viva Clowns On Spirit Airlines During Operational Meltdown, Offering Stranded Spirit Passengers (And Anyone Else) Discounted Fares Out Of Florida

Two flights will depart from El Dorado International Airport (BOG) in Bogotá, onAugust 24 & 26.  One flight will depart from Alfonso Bonilla Aragón International Airport (CLO) in Cali, on August 25.  One flight will depart on August 21 from Rafael Núñez International Airport (CTG) in Cartagena.  One flight will depart from José María Córdova International Airport (MDE) in Rionegro, on August 27.  All flights will arrive at Fort Lauderdale – Hollywood International Airport (FLL) in Fort Lauderdale, Florida.

  This message has been reprinted in its entirety as issued by the US Embassy in Bogotá.

These flights have been made available to allow U.S. citizens and Legal Permanent Residents to return to the United States.  Please contact Spirit Airlines directly for seat availability, reservations, and pricing information.

If you are interested in returning to the United States, please take advantage of these flights.  The U.S. government cannot guarantee the ability to arrange flights indefinitely.  U.S. citizens should return immediately to the United States, unless you are prepared to remain abroad for an indefinite period.

THESE FLIGHTS CAN ONLY BE BOOKED ONLINE.

If you purchase a ticket on one of these flights, and encounter difficulties traveling to the airport from your location, please contact THE CONSULATE at ColombiaEvac@state.gov or (57) 1 275-2000.  They have received reports that taxis and bus companies continue to operate, albeit at reduced and limited schedules.  If you believe you will have difficulty reaching the airport due to travel restrictions, please provide us with your travel information (name, date of birth, passport number, and contact details).

Bogotá Departures:

• August 24
• August 26

Cali Departure: August 25

Cartagena Departure: August 21

Medellín Departure: August 27

Please note that as of May 25 transport permits (salvoconductos) will no longer be necessary to travel to an airport for humanitarian flights.  Instead, travelers should carry a copy of their boarding pass – physical or digital – as well as identification (e.g., cedula or passport).  If a driver is used, the driver should also carry a copy of the traveler’s boarding pass and authorization of the respective humanitarian flight.  Drivers will have up to 48 hours to travel to and from the departure airport.  If you encounter difficulties while traveling to the airport, please contact the US Embassy at ACSBogota@state.gov or (57) 1 275-2000.

IMPORTANT:

Due to current travel guidelines in the United States, individuals with visas who have been in Brazil, China, Iran, the United Kingdom (excluding overseas territories outside of Europe), the Republic of Ireland, or the Schengen Area within 14 days prior to the flight will not be allowed to board this flight.  U.S. citizens, Legal Permanent Residents, and their immediate family members who are returning home after visiting travel-restricted countries may still reenter by going through a process for enhanced medical screenings at specially designated airports.  For the most current information regarding COVID-19, the May 24 Presidential Proclamation, and its impact on travel to the United States, please visit www.dhs.gov and www.whitehouse.gov.

Onward connections from Fort Lauderdale, Florida are available.

Only support animals registered 48 hours in advance in full compliance with Spirit’s normal policy for support animals will be permitted.  For more information, refer to Spirit Airlines support animal policy.

Normal services (food service, water fountains, etc.) at airports are closed.

———————————————————-

The Department of State has issued a Global Level 4 Health Advisory for COVID-19

Actions to Take:

• Consult the CDC website for the most up-to-date information.
• For the most recent information on what you can do to reduce your risk of contracting COVID-19 please see the CDC’s latest recommendations.
• Visit the COVID-19 crisis page on travel.state.gov for the latest information.
• Visit our Embassy webpage on COVID-19 for information on conditions in Colombia.
• Visit the Department of Homeland Security’s website on the latest travel restrictions to the U.S.

Assistance:

U.S. Embassy Bogota, Colombia

Tel. +57-1-275-2000

acsbogota@state.gov

https://co.usembassy.gov/

U.S. Consular Agency, Barranquilla

conagencybarranquilla@state.gov

U.S. Department of State – Consular Affairs

1-888-407-4747 or 1-202-501-4444

Colombia Country Information

Enroll in Smart Traveler Enrollment Program(STEP) to receive security updates

Follow us on Facebook and Twitter

During a review of consumer complaints filed with DOT, the Department’s Office of Aviation Consumer Protection found that Spirit required passengers who were involuntarily denied boarding to sign waivers or documents suggesting that those passengers were “volunteers.”

In addition, a review of consumer complaints received by DOT between January 2017 and June 2018 found that on several occasions, Spirit offered travel vouchers to passengers who were owed denied boarding compensation after being involuntarily bumped from oversold flights without first informing them that they had the option of receiving cash or a check, as required by federal law.  Spirit also provided vouchers that undercompensated certain passengers.

Furthermore, for six consecutive quarters starting with the first quarter of 2017, Spirit failed to file accurate reports of passengers denied boarding with the Department by misclassifying and misreporting more than 1,000 passengers as “volunteers” when they were actually passengers denied boarding involuntarily.  As a result, several of the Department’s monthly Air Travel Consumer Reports (ATCRs) were published containing information that incorrectly lowered Spirit’s rate of involuntary denied boarding due to  Spirit’s failure to file correct data.  Furthermore, its subsequent refiling of corrected information required the Department to revise and edit several ATCRs.  Moreover, Spirit’s inaccurate reporting has deprived the traveling public of useful data for determining which carrier has the highest rate of denied boardings.

DOT’s airline consumer website makes it easy for travelers to understand their rights.  The page on bumping and oversales can be found here.  Consumers may file an airline complaint with the Department here.

The consent order is available at www.regulations.gov, docket number DOT-OST-2020-0001.

Five flights will depart from El Dorado International Airport (BOG) in Bogotá, on July 3, July 5, July 8, July 22, and July 29.  One flight will depart from Alfonso Bonilla Aragón International Airport (CLO) in Cali, on July 2.  One flight will depart on July 7 from Rafael Núñez International Airport (CTG) in Cartagena.  One flight will depart from José María Córdova International Airport (MDE) in Rionegro, on July 4.  All flights will arrive at Fort Lauderdale – Hollywood International Airport (FLL) in Fort Lauderdale, Florida.

UPDATED INFORMATION: The U.S. Embassy is pleased to announce Spirit Airlines will operate additional humanitarian flights.  One flight will depart on July 15 from El Dorado International Airport (BOG) in Bogotá.  Seats also remain available on flights departing Bogota on June 30, July 1, July 3, and July 5.  One flight will depart from Alfonso Bonilla Aragón International Airport (CLO) in Cali, on July 9.  One flight will depart from José María Córdova International Airport (MDE) in Rionegro, on July 10.  

  This message has been reprinted in its entirety as issued by the US Embassy in Bogotá.

These flights have been made available to allow U.S. citizens and Legal Permanent Residents to return to the United States.  Please contact Spirit Airlines directly for seat availability, reservations, and pricing information.

If you are interested in returning to the United States, please take advantage of these flights.  The U.S. government cannot guarantee the ability to arrange flights indefinitely.  U.S. citizens should return immediately to the United States, unless you are prepared to remain abroad for an indefinite period.

THESE FLIGHTS CAN ONLY BE BOOKED ONLINE.

If you purchase a ticket on one of these flights, and encounter difficulties traveling to the airport from your location, please contact THE CONSULATE at ColombiaEvac@state.gov or (57) 1 275-2000.  They have received reports that taxis and bus companies continue to operate, albeit at reduced and limited schedules.  If you believe you will have difficulty reaching the airport due to travel restrictions, please provide us with your travel information (name, date of birth, passport number, and contact details).

Bogotá Departures:

• July 3
• July 5
• July 8
• July 15
• July 22
• July 29

Cali Departures:

• July 2
• July 9

Cartagena Departure: July 7

Medellín Departure:

• July 4
• July 10

IMPORTANT:

Due to current travel guidelines in the United States, persons who have been in China, Iran, or certain European countries within 14 days prior to the flight will not be allowed to board this flight.  For more information, please click here.

Onward connections from Fort Lauderdale, Florida are available.

Only support animals registered 48 hours in advance in full compliance with Spirit’s normal policy for support animals will be permitted.  For more information, refer to Spirit Airlines support animal policy.

Normal services (food service, water fountains, etc.) at airports are closed.

———————————————————-

The Department of State has issued a Global Level 4 Health Advisory for COVID-19

Actions to Take:

• Consult the CDC website for the most up-to-date information.
• For the most recent information on what you can do to reduce your risk of contracting COVID-19 please see the CDC’s latest recommendations.
• Visit the COVID-19 crisis page on travel.state.gov for the latest information.
• Visit our Embassy webpage on COVID-19 for information on conditions in Colombia.
• Visit the Department of Homeland Security’s website on the latest travel restrictions to the U.S.

Assistance:

U.S. Embassy Bogota, Colombia

Tel. +57-1-275-2000

acsbogota@state.gov

https://co.usembassy.gov/

U.S. Consular Agency, Barranquilla

conagencybarranquilla@state.gov

U.S. Department of State – Consular Affairs

1-888-407-4747 or 1-202-501-4444

Colombia Country Information

Enroll in Smart Traveler Enrollment Program(STEP) to receive security updates

Follow us on Facebook and Twitter

Flights will depart from El Dorado International Airport (BOG) in Bogotá, Alfonso Bonilla Aragón International Airport (CLO) in Cali, Rafael Núñez International Airport (CTG) in Cartagena, and José María Córdova International Airport (MDE) in Rionegro. All flights arrive at Fort Lauderdale – Hollywood International Airport (FLL) in Fort Lauderdale, Florida.

  This message has been reprinted and edited from bulletins issued by the US Embassy in Bogotá.

These flights have been made available to allow U.S. citizens and Legal Permanent Residents to return to the United States.  Please contact Spirit Airlines directly for seat availability, reservations, and pricing information.

THESE FLIGHTS CAN ONLY BE BOOKED ONLINE.

If you are interested in returning to the United States, please take advantage of these flights.  The U.S. government cannot guarantee the ability to arrange flights indefinitely.  U.S. citizens should return immediately to the United States, unless you are prepared to remain abroad for an indefinite period.

These flights, and encounter difficulties traveling to the airport from your location, please contact us at ColombiaEvac@state.gov or (57) 1 275-2000.  The embassy states that taxis and bus companies continue to operate, albeit at reduced and limited schedules.  If you are located outside of these departure cities and believe you will have difficulty reaching the airport due to travel restrictions, please provide us with your travel information (name, passport number, what flight you have reservations on) and, if applicable, information about your driver (name, cedula, vehicle make/model and license plate number), as well as the route of ground transport – starting point, destination, stops.

FLIGHTS SUBJECT TO CHANGE OR CORRECTION: CONFIRM WITH THE AIRLINE

IMPORTANT:

Due to current travel guidelines in the United States, persons who have been in China, Iran, or certain European countries within 14 days prior to the flight will not be allowed to board this flight.  For more information, please click here.

Onward connections from Fort Lauderdale, Florida are available.

Only support animals registered 48 hours in advance in full compliance with Spirit’s normal policy for support animals will be permitted.  For more information, refer to Spirit Airlines support animal policy.

Normal services (food service, water fountains, etc.) at airports are closed.
———————————————————-

The Department of State has issued a Global Level 4 Health Advisory for COVID-19

Actions to Take:

• Consult the CDC website for the most up-to-date information.
• For the most recent information on what you can do to reduce your risk of contracting COVID-19 please see the CDC’s latest recommendations.
• Visit the COVID-19 crisis page on travel.state.gov for the latest information.
• Visit our Embassy webpage on COVID-19 for information on conditions in Colombia.
• Visit the Department of Homeland Security’s website on the latest travel restrictions to the U.S.

Assistance:

U.S. Embassy Bogota, Colombia

Tel. +57-1-275-2000

acsbogota@state.gov

https://co.usembassy.gov/

U.S. Consular Agency, Barranquilla

conagencybarranquilla@state.gov

U.S. Department of State – Consular Affairs

1-888-407-4747 or 1-202-501-4444

Colombia Country Information

Enroll in Smart Traveler Enrollment Program(STEP) to receive security updates

Follow us on Facebook and Twitter

Photos courtesy Spirit Air

One flight will depart from El Dorado International Airport (BOG) in Bogotá on May 26.  A second flight will depart on May 28 from Alfonso Bonilla Aragón International Airport (CLO) in Cali, and then board additional passengers at Rafael Núñez International Airport (CTG) in Cartagena.  A third flight will depart on May 30 from José María Córdova International Airport (MDE) in Rionegro.  All flights arrive at Fort Lauderdale – Hollywood International Airport (FLL) in Fort Lauderdale, Florida.

  This message has been reprinted in its entirety as issued by the US Embassy in Bogotá.

These flights have been made available to allow U.S. citizens and Legal Permanent Residents to return to the United States.  Please contact Spirit Airlines directly for seat availability, reservations, and pricing information.

THESE FLIGHTS CAN ONLY BE BOOKED ONLINE.

If you are interested in returning to the United States, please take advantage of these flights.  The U.S. government cannot guarantee the ability to arrange flights indefinitely.  U.S. citizens should return immediately to the United States, unless you are prepared to remain abroad for an indefinite period.

See also: Stuck Inside (or outside) Colombia? Here Is What You Should Do Now (click)

If you purchase a ticket on one of these flights, and encounter difficulties traveling to the airport from your location, please contact us at ColombiaEvac@state.gov or (57) 1 275-2000.  We have received reports that taxis and bus companies continue to operate, albeit at reduced and limited schedules.  If you are located outside of either Bogotá or Cartagena, and believe you will have difficulty reaching the airport due to travel restrictions, please provide us with your travel information (name, passport number, what flight you have reservations on) and, if applicable, information about your driver (name, cedula, vehicle make/model and license plate number), as well as the route of ground transport – starting point, destination, stops.

FLIGHTS SUBJECT TO CHANGE OR CORRECTION: CONFIRM WITH THE AIRLINE

IMPORTANT:

Due to current travel guidelines in the United States, persons who have been in China, Iran, or certain European countries within 14 days prior to the flight will not be allowed to board this flight.  For more information, please click here.

Onward connections from Fort Lauderdale, Florida are available.

Only support animals registered 48 hours in advance in full compliance with Spirit’s normal policy for support animals will be permitted.  For more information, refer to Spirit Airlines support animal policy.

Normal services (food service, water fountains, etc.) at airports are closed.

———————————————————-

The Department of State has issued a Global Level 4 Health Advisory for COVID-19

Actions to Take:

• Consult the CDC website for the most up-to-date information.
• For the most recent information on what you can do to reduce your risk of contracting COVID-19 please see the CDC’s latest recommendations.
• Visit the COVID-19 crisis page on travel.state.gov for the latest information.
• Visit our Embassy webpage on COVID-19 for information on conditions in Colombia.
• Visit the Department of Homeland Security’s website on the latest travel restrictions to the U.S.

Assistance:

U.S. Embassy Bogota, Colombia

Tel. +57-1-275-2000

acsbogota@state.gov

https://co.usembassy.gov/

U.S. Consular Agency, Barranquilla

conagencybarranquilla@state.gov

U.S. Department of State – Consular Affairs

1-888-407-4747 or 1-202-501-4444

Colombia Country Information

Enroll in Smart Traveler Enrollment Program(STEP) to receive security updates

Follow us on Facebook and Twitter