First I want to say like other reviews, you do get what you pay for.
I have used this airline several times.
I have had good and bad experiences.
But the last two experiences trump the bad....
First I was an idiot and left a blu-ray player on the airplane. I called the 1-800 number and two days later they called back and had the player. This was really nice because the portable ones aren't cheap.
The second experience started off horrible. The plane had engine troubles and I ended up getting off. They eventually switched planes two hours after I left. They first told me "we can't refund it we are a discount airline and with the price you don't get customer service". I thought that was a little rude. So I wrote a letter. They actually refunded my ticket price.
So if you want to fly on a discount airline be prepared. You will have to pay for baggage. You will have to pay for snacks. But you need to fly to a small airport it's cheaper than us or united. $200 versus $500-1000 is a pretty good deal!!! :D