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Airline denying refund to dying vet has history of bad PR

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    Spirit Airlines in hot water for string of bad customer service moves

  • Duration 5:51
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The CEO of Spirit Airlines defending his company today amid backlash over its refusal to reimburse the dying Vietnam veteran.

76 year old Jerry -- in this has terminal cancer.

When doctors told you can't fly he tried to get a refund on his 197 dollar ticket that he'd already -- It was a nonrefundable ticket.

Spirit of course said no it's nonrefundable.

Out here you're done when our funny it.

That triggered a bit of public outrage and calls for a boycott the CEO says the former marine should have bought insurance.

By the way US Department of Transportation reports spirit is the most complained about airline in the United States.

Twice as many complaints as the second most complained about airline united.

The spirit CEO says that is irrelevant.

-- angles that are New York City newsroom he -- CEO Laura actually had a.

A whole lot to say.

Hey he did at this at this very CEO Ben -- -- acknowledges Vietnam -- Jerry -- Very tragic situation but said the airline is going to stand its ground on the decision not to -- his fair.

And a telephone interview with foxnews.com.

Today the Spirit Airlines CEO says beacons.

Was refuse that refund because he didn't -- the fourteen dollar travel insurance -- offer and repay him would be quote cheating other customers.

We very much feel badly for mr.

-- and we and we greatly support Burke.

The men and women who defend our country or not -- -- -- not unpatriotic as many people accuse us including on the air.

It -- it's just a simple OK -- accountability.

All -- -- likened the situation to a home owner with no policy calling up an insurance company after his house burns down at.

Public backlash it's been quite -- plenty.

Has certainly has you know you mentioned the word irrelevant that's -- the airline boss calls the complacent says he is not surprised overall this because of the emotional nature and Terry -- case the number of furious based workers who have light to the boycott Spirit Airlines community page.

Soared from 702 days ago to over 22000.

This afternoon.

-- says the outpouring is encouraging.

-- publicity.

That I'm receiving and the the people who are personally telephoned me an email this sector as Adrian -- my faith in America.

The social networking world is also fired up over an un related story involving airline -- spirit announced it would start charging a hundred bucks for each carry on bags starting in November.

Which in some cases has more pricey than the cost of a ticket on the budget airline.

-- reported higher year over year revenue and profits for the first quarter.

Of 2012 this week with net income of 23 point four million that's compared to seven point eight million during the first quarter last year -- No wonder they couldn't give a dying man a 197 dollars -- all they have is that.

It goes on hundreds books.

Thank you.

-- hundred bucks for carry on bag that's a hundred bucks take your briefcase we've used to get an overhead on the way to wherever you're going.

And another hundred books on the way back.

-- side -- is here now.

PR consultant president communications firm emerald partners and that you guys are over here he's also the author of the book rethinking reputation.

Spirit Airlines already has -- fix it really does it's the original airlines from hell and Fort Lauderdale it's an anti PR.

Airline it's got a history of contempt for its customers.

First one to impose checked in baggage fees first one to impose.

A baggage fees for carry on first one -- impose boarding fees now it is dissing this dying Vietnam vet.

Who is the PR consultant here Ron.

And this is a no brainer.

Give back the -- -- money well they're not gonna now they've already said you shouldn't look dying man you should have bought insurance and you know what the problem is shepherd.

I hate to say this here lawyers well there of their of the problem and that's the problem -- it's -- it's -- -- -- in the -- the media's fault they'll -- here is what the lawyers say say we have a precedent just like he said to Laura.

We have a precedent no refund.

Lawyers think in terms of precedent.

Rather than common sense the thing to do here would have been say look transfer the guys take it to his daughter who's gonna fly -- -- and Atlantic City.

Let her fly back.

You -- the public relations goodwill instead of being in this fix.

Where they are every single moment on television in late night comedians it's ridiculous what did you think of the decisions CEO got a call me.

They've made no sense and made absolutely no sense saying you know -- -- -- say we support the vets I mean what what it's a hard hearted.

Cold blooded shortsighted.

Ruthless policy other than that terrific.

And weird and creepy what do you think he traveled somewhat of people fly spirit I don't.

Mean I think they have some sort of exclusive corridor that yeah well you know you can go in -- fly to -- order if you wanna go Florida from this part of the world from the northeast -- quarter down -- you can take Spirit Airlines that there are others you can take as well.

If everything goes fine on spirit you find unity if it takes off and lands -- it is fun.

But if anything goes wrong.

Your options for getting back up planes and getting to where you need to go -- some modicum of time or are limited what's the difference between a woman's pocketbook and my briefcase which is maybe a small well you know it's that's that's your that's -- The carry on is the thing that goes up there and in the in the bin or has to go up underneath you keep universally -- You know well what if you've got to carry on bag that's what they're -- there already charged 45 dollars for carry on -- Spirit Airlines.

We'll -- -- amid a lot of my last quarter when -- Nixon -- it.

Have a nice day.

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