As predicted in a previous blog, Spirit Airlines has apologized to a dying veteran and refunded his money.
It did not take as long as I expected, but the Spirit CEO – after a series of Little Brain comments that will go down in business school history as what not to do in a crisis – took responsibility, apologized, and refunded the man his $197.00.
Ben Baldanza, the airline’s CEO, said in a publicly, “In my statements regarding Mr. Meekins’ request for a refund, I failed to explain why our policy on refunds makes Spirit Airlines the only affordable choice for so many travelers, and I did not demonstrate the respect or the compassion that I should have, given his medical condition and his service to our country.”
A week earlier, Baldanza said that the veteran “should have bought insurance.”
Read the full Big Brain vs. Little Brain® story from The New York Daily News:
Now the next phase of getting rid of the baggage created by the CEO’s Little Brain moment will entail some well written op-eds and donations to charity. They have already donated $5,000 to the Wounded Warrior Project. All this because a “policy” of “no”, which was not flexible enough to refund $197.00.
© 2012 Kevin T. McCarney. All rights reserved.
(for more on this topic, see page 128 in the book)
(for more on this topic, see page 126 in the book)
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