New Spirit Airlines president and CEO Bob Fornaro promised to make “small, but meaningful changes” to the ultra low-cost carrier’s (ULCC) operation, which he conceded has scored too low on key customer-service metrics. In his first public speech since taking over the top management spot at Florida-based Spirit last month, Fornaro told the International Aviation Club in Washington DC that the airline’s inconsistent on-time performance and high customer-complaint rate ...

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