Brief
Spirit Airlines sought a solution to efficiently rebook passengers on alternate airlines directly at the terminal. This system needed to be fast, user friendly and aligned with Spirit’s branding to ensure a seamless experience during unexpected flight cancellations due to weather, mechanical issues or other factors
Role
Lead UI/UX
Duration
2016
Tools
Adobe Illustrator
Problem
Spirit Airlines faced frequent disruptions from flight cancellations or delays caused by weather, mechanical issues or operational hiccups.
The lack of an effective rebooking tool left passengers stranded at the airport and frustrated. Staff had to navigate cumbersome processes to find alternate flights on other airlines manually, slowing down recovery efforts.
- Flight disruptions left passengers stranded with no fast automated way to rebook on alternate airlines, severely impacting customer satisfaction.
- Inconsistent branding and disjointed user experience in emergency situations undermined Spirit’s customer perception and operational reliability.
- Expanded customer options beyond flights by adding the capability to redeem points for hotels and car rentals, transforming the platform into a comprehensive travel solution.
Prototype to Advanced Layout
Solution
A desktop interface was designed specifically for terminal staff to quickly rebook disrupted passengers. The UI was clean and intuitive while staying true to Spirit Airlines’ visual identity. Staff could now efficiently find and confirm alternate flights, simplifying what had been a chaotic process. Rebooking could be completed in a matter of seconds instead of minutes, reducing stress for both staff and passengers.
Success
Conclusion
The rebooking interface transformed Spirit Airlines’ response to flight disruptions from chaotic to seamless. The staff tool empowered terminal employees to quickly secure alternate flights and reduce passenger wait time.
The consistent branding and easy to use design upheld Spirit’s identity even in stressful moments. The result was an operationally efficient solution that preserved customer trust, reduced frustration and helped the airline manage disruptions more effectively.
