We Got to Pay to Speak to an Airline Service Agent?!

Spirit Airline is proposing a new fee for those customers who want to talk to a real person at the airport. Spirit operates the business with a low cost model. By charging customers a variety of fees, the airline believes it will actually help customers save more on travel. The fact is I often don't need to talk to an airline agent in the airport. However, does Spirit go too extreme by taking the "personalized" component out of its core service product's supply chain? Will any hospitality or travel/tourism company survive without a personal touch? Personally, I still like the idea of "people serving people." Maybe I am just too old fashion.

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