How not to write a complaint letter….

I never encountered such unfair mistreatment from an airline until I randomly made reservations with Spirit Airlines. They should be audited and evaluated because their airline ethics are poor and unlawful. This terrible airline informed me that I had to send them my birth certificate, medical records, police report, and medical bills just to change my flight. How absurd of a request is this? I have NEVER experienced Delta, United, or American Airlines requesting such private documents for flight changes. Good thing I screenshot those chat messages!! This was my first and last time ever flying Spirit Airlines. This is a matter for the US Department of Transportation and I to have a conversation over. The safety of my identity could have been jeopardized due to their request for such personal documents. Also, I followed the request from Spirit Airlines to send in a medical excuse from Urgent Care for influenza symptoms. Moreover, they insisted I provide them with the personal documents requested above. The only thing I want from Spirit Airlines is to refund my money!!! I WILL NEVER FLY WITH THIS AIRLINE AS LONG AS I LIVE.

I think there's a fine line, but I think getting emotional is one the best things you can do in a complaint letter. Of course, it's easy to over-dramatize the situation, which one should avoid, but adding a bit of emotion to persuade the reader can be very effective. And what's too much emotion? I mean, if you want to get completely technical, the original writer shouldn't have even mentioned the purpose of his trip.

Well, that's why I wish we'd have more details, because as it's written: "The gentleman on the line provided me with a reservation number, informed me that I could pick up my tickets at the counter." That doesn't sound to me like just picking up boarding passes, and given that he called the Premier line (so is apparently a frequent flyer), I would think he'd know the difference. We'll probably never know, but like I said above, it's somewhat besides the point. A helpful agent could have checked him in quickly, but without a clear timeline it's tough to say whether or not they would have made the flight. As far as holding a flight goes, that's a whole new issue. As sad as it may be, there are so many people flying every day with emergencies or special events they absolutely have to attend, etc. I can't count how often I've seen passengers in tears at the gate when they missed their flight or are IDB'ed. Furthermore, as much as I hate to say it, if airlines would hold flights for people with emergencies, don't you envision people making up stories when they nearly miss their flight to have the flights held? We hear stories all the time of people doing stupid things to have flights held (make bomb threats, etc.), that I can't really blame United for not wanting to delay flights, further inconveniencing other passengers that might also have important things to attend to. Again, I agree with you that United really doesn't need this type of press and that this agent was no doubt a lazy, rude, heartless agent. Anyone that has read my blog for a while knows that I both praise incredible service and bitch about awful service, so please don't see this as me defending United. I'm not. They deserve the bad press they got on this one.

Lucky, I find it hard to believe that a really helpful agent couldn't have checked them in (by-passing the 20 minute rule), then called the gate agent to hold that flight another few minutes. Speaking of the 20-minute rule, my understanding is that once you hit a certain period before a flight (20 minutes) the self check in kisosks don't work, and you have to go to a ticketing agent to get checked in. That's probably why he had to wait in a ticketing line.

"But come on. That employee couldn’t delay their break? Or at least FAKE some compassion, for pete’s sake." And I agree with you 100%. As I stated in my post, I have no doubt that this agent was utmost unhelpful and couldn't care less, which is unacceptable. There's still a question as to whether or not they could have reasonably made the flight, even with the most helpful agent. Also, just out of curiosity (it really doesn't matter in terms of the story, but I wonder), why did Mike have to wait in the ticketing line? I can't think of any good reason the tickets would have to be issued at the airport....