AQR achieved a Spirit Airlines customer complaint score of -3.18, the worst of all airlines tracked by AQR (Bowen and Headley, 2016, p. 15). Spirit Airlines CEO Ben Baldanza discussed the hard facts regarding his airline during an interview (Burson, 2014). Spirit prides itself on being a low-cost airline, so it implements policies that allow them the luxury of doing whatever it takes to keep fares as low as possible. Included in their low-cost structure is reduced legroom so they can maximize seating on their planes. If you want more legroom, you'll pay extra. They charge for every bag, including carry-on bags that are too big to fit under the seat in front of you. Spirit is planning to eliminate lie-flat seats on its flights and has decided not to offer onboard TV as it increases the weight of its jets, which translates into higher fuel costs and lower profits (Burson,