Listening Blog
The brand I choose to do was Spirit Airlines. Spirt Airlines is mostly taking bad comment and reviews with a good rating in the mix every once and a while. Average rating of 1.2 stars on Consumer Affairs. with over 2,500 reviews of 1-star compared to 61 5-star reviews. Spirit stood out to me not only for their bad reviews but how cheap they are compared to others. And I wanted to get down to the bottom of whenever the reviews are actuated or not.
The comments that have seen latest on Spirit's Instagram was mostly positive with the first two being the only negativity in the comment section I could find. The two negative ones really show why most people don't like Spirit, in the top one he states that Spirit doesn't like freedom of Speech, going toward Spirit's dress code, same goes for the first when he talks about tattoos. And the last one shows the positive side of comments. I feel with only having 62 comments on a post that is a day isn't very good, along with only having 193K follower compared to delta who has 1.4 million followers.
In the post where I got the comments spirit was advertising about flying with them using the trend of "when plans finally make it out of the group chat." Trying to connect with social media and help gain attraction.
Spirit's aspects of marketing were really story telling. Trying to make it seem like people had plans and using the meme I mention to connect to what is happening on social media. Spirit does have a lot of marketing challenges. Such as people considering it to be one of the worse air lines you can choose due to their frequent delays and uncomfortable seats. Which is costing them a lot of passengers. Along with them struggling to create brand recognition for example their Instagram followers compared to Delta. I can say that they are successful in their sales. Them being very affordable for families is one of the only reasons they are still alive in this market.
What I could tell for Instagram is that Spirit only responds to nice and positive comments or if a comment was question on something that wasn't negative. When they did respond to those comments, they were very friendly and helpful towards those people. To me i think that Spirit should try and respond to as many comments as they can to help them improve their brand and their relations with their passengers. And try to ignore those mean comments. What Spirit did was a good decision, but they should still try to respond to as many as possible.
If I was the brand manager, I would try to fix what people were saying that is bad about Spirit such as the seats and their dress code. I think the biggest thing taking passengers away from spirit is the dress code and stopping these delayed flight and canceled flights. The changes are going to take time, but I think it will improve our sales and help us build up our brand.
I learned that companies have to deal with a lot of people questioning them. and trying to figure what is best for the company. I also learned that you shouldn't always look at the reviews and try stuff out for yourself.
15 Things Travelers Should Know Before Flying Spirit Airlines for the First Time | wayward
Spirit Air Reviews: Written By Customers in Jan, 2025
Spirit Airlines (@spiritairlines) • Instagram photos and videos
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