Have you flown Spirit airlines? If so, do you recall the experience you have with the airline’s customer service? I have not flown them yet, but plan on doing so to see for myself. Meanwhile, this article on Gadling.com is very convincing as it talks about the importance of engaging strategic PR to improving Customer Service - which appears to be directly affecting revenue.
Spirit has been in the news before about poor customer service, and the negative publicity is impacting investor relations. After a horrible two-year stretch of the economic downturn, from oil spill distasters to deflecting horrific ad campaigns (namely Spirit’s campaign to fly to FL during the oil spill) and poor customer service, PR is seen again as a mandatory communications vehicle - and not as fluff.
Whoever said any publicity is good publicity, coined a catchy phrase for drawing negative attention. In most cases, like in Spirit’s for instance, it isn’t working out well.