Complaints

This profile includes complaints for Spirit Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Spirit Airlines has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

• 

  Spirit Airlines

  1 Harborside Dr Boston, MA 02128

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight on January 16, 2025. Flight was scheduled for April 20, 2025. Flight was canceled in January on unknown date and I was never notified by the airline. I first found out that my flight was canceled when I went to check in to my flight. I contacted airline and was told that the next available flight from the airline would be 5 days later. I had to book a flight with another airline last minute with a price difference of $400 more than my original flight purchase. I'm requesting that my full purchase price be refunded plus the $400 for the additional last minute flight costs. I am also requesting I be reimbursed hotel costs for the overnight stay in my layover city of approx $250

  Business Response

  Date: 04/21/2025

  Hi ***, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your flight interruption in reference to your Schedule Cancellation.
  Schedule Changes are inevitable in all airlines and are necessary at times to support operational needs and to better service our guests. 
  
  Spirit is joining several other airlines in proactively adjusting our schedule to ensure we provide the travel experience our Guests have come to expect from us. I do apologize for the inconvenience. 
  
  Our records show you were previously assisted. Your refund request has been submitted for review. Please allow our Refunds Team 5-7 business days to process the request. Please note: refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds. 
  
  Spirit does not provide reimbursement or compensation for schedule changes
  
  While I know we can't change your past experience, I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23227904
  
  I am rejecting this response because:

  
  I was never informed of a flight cancelation on 1/25/25 via email. I would like verifiable proof that this was sent to my email address and successfully received on the date you claimed to have done so. I've attached a screenshot documenting when I received an email showing my cancelation which was only sent once I contacted Spirit on the day of my flight 4/20/25. Due to the extremely late nature of the notification, which I only received due to me contacting Spirit, I am requesting my additional costs that I was forced to spend out of my pocket due to the error of your company. My only option to return home was to purchase last minute tickets through another airline and incur a hotel cost and baggage fees (which I had to pay due to Spirit airline's policy regarding carry on items which would otherwise have been included with another airline, so I took Spirits baggage policy into account)  

  The only outcome I am willing to accept would be reimbursement for your airline's errors in the amount of

  - $400 for additional flight costs

  - $200 for baggage fees (due to spirits carryon policy)

  - $250 for hotel for an extended layover with my new flight

   

  If that is not possible to reimburse me then the only other option would be a credit from Spirit in the amount of $950 or a free round trip flight for 4 passengers to the destination that i can use for a future Spirit flight to compensate me for my troubles due to you error

   

   

  
  Sincerely,
  
  *** *****

  Business Response

  Date: 04/22/2025

  The requested email has been attached and highlighted, it has also been resent.

  As previously stated, Our records show you were previously assisted. Your refund request has been submitted for review. Please allow our Refunds Team 5-7 business days to process the request. Please note: refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds. 
  
  Additionally, our records show on 01/25/25 you were advised of the Schedule Cancellation via email, this weas your selected method of communication. I have resent the email you were snet just in case. 
  
  Spirit does not provide reimbursement or compensation for schedule changes

  Although
  we empathize with your frustration, it cannot deter us from operating within
  our company's guidelines. Your concerns have been addressed and the
  resolution has been thoroughly clarified.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23227904
  
  I am rejecting this response because:
  

  The image sent to me does not show an accurate email record. It merely displays Spirit airline's records of when an email was allegedly sent out. Nor does the image reflect a successful delivery to my email address or a possible kickback of the email if one was sent. Please send me the information that I requested in my previous reply. 

  The second image that was sent is a copy of the email that was first sent to me and received within the last 2 days. 

   

  
  Sincerely,
  
  *** *****

  Business Response

  Date: 04/24/2025

  It is an accurate record of proof that an email was sent. It is also proof that Spirits records are correct and that an email was in fact as you claimed one was not, if the email was not sent it would "failed" in which case it did not, it's just like all of the other emails you received from Spirit. Aas previously stated and provided, the requested email has been attached and highlighted, it has also been resent.

  Our records show on 01/25/25 you were advised of the Schedule Cancellation via email, this weas your selected method of communication.
  
  Spirit does not provide reimbursement or compensation for schedule changes. Your refund was processed on 04/22/25 in the amount of $1,559.76, the full amount paid. 
  

  We have carefully reviewed your complaint and our resolution remains unchanged. There will be no further correspondence regarding this matter

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23227904
  
  I am rejecting this response because:
  

  A system record that you provided is not proof or a copy of an email that I requested. I am still requesting a formal copy of the email that was sent with the time and date stamp, not 2 separate documents, 1 of your records and 1 of the email which I first received the day that my flight was scheduled to depart. I have received every other email and correspondence from Spirit from my original booking until the present with the exception of the alleged email sent out on 1/25/25 indicating that my flight was canceled. 

  Furthermore upon checking my emails from Expedia with whom I booked the flight, they all show my Spirit airline's return flight as active in as recent as a week prior to my vacation began (2 weeks prior to my Spirit airline flight)

  I can further infer that appropriate notifications weren't made about my cancelations to my third party booking site as well. 

   

  Sincerely,
  
  *** *****

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 31, 2025, my family and I (myself, wife, and two children) were wrongfully denied boarding on Spirit Airlines flight NK572 from ******* (***) to ******* (ORD). We arrived at the airport close to one hour before departure. As we approached the check-in area, we were told by staff that we could no longer check a bag. I offered a simple and policy-compliant solution: I would discard the checked bag and transfer the contents into our four personal items, all of which met Spirit's size limits.Despite this, the agents refused to let us proceed to the gate. They stalled us at the counter under the guise of helping us, and then informed us that the next available flight would be the next day, with a $99 rebooking fee per person. There was still sufficient time to pass through *** and reach the gate, but Spirit employees explicitly prevented us from *********** a result, I incurred $1,801.15 in last-minute travel expenses:$1,673.92 for new flights on American Airlines $62.13 for a hotel stay $65.10 for **** rides Most concerningly, my 9-year-old son, who has an anxiety disorder, suffered a panic attack during the ordeal and experienced continued anxiety while traveling the following day. I submitted a formal complaint to Spirit with all documentation. Their final response was to offer $30 travel vouchers per personan unacceptable response given the emotional and financial toll.I am requesting a full refund for the missed flight (confirmation #VQTBFH) and reimbursement of the $1,801.15 in costs I was forced to pay due to Spirit's refusal to allow my family to board.

  Business Response

  Date: 04/15/2025

  Hi Fahad, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your booking issue in reference to your missed flight. 
  
  Our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, there is a 45-minute check-in cut-off time for domestic departures and 60-minute check-in cut-off time for international departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags. When a Guest does not complete the check-in process prior to the cut-off time, they are subject to their reservation being forfeited, and additional charges may be incurred. The flights cannot be reinstated, and the airfare & ancillaries is non-refundable.
  
  Due to lengthy TSA security checkpoint times, its recommended that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights.
  Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website: 
  *****************************************************************************************************************************
  Our records show, at 12:55 am on April 1, 2025, you checked in online for your flight, NK-572. At 9:59 pm, 10:08 pm, and 10:15 pm, you accessed the reservation and boarding information. At 10:17 pm, you tried to check in the bag via the Kiosk, which directed you to see an agent, and at 10:42 pm, you were removed from the flight since you were not available at the boarding gate for boarding.
  
  As a one-time courtesy, a Reservation Credit was issued for the missed flight. The details of this credit, including how it can be used, can be found below.
  Your reservation credit:
  is valid for trips booked within one (1) year of issuance on any flight dates available in the system
  can be used for multiple bookings until the full value is used
  can be applied toward airfare, bags, seats, taxes, and fees
  can be redeemed by any Guest linked to the original reservation
  can be redeemed via ************************** or by calling Spirit reservations at ************
  Reservation Code: VQTBFH.
  Amount: $38.09.
  Expiration Date: April 2, 2026.
  Click here for more information on how to redeem your credit. Charges apply when you change or cancel your reservation. For a list of applicable charges, click here.
  
  Spirit does not issue reimbursement for guest who miss their flights. 
  
  Additionally, I do see Future Travel Vouchers were issued to you, you should have received an email with the details. If you did not receive the voucher details, I can resend the email if needed. 
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount goes towards the airfare, taxes, most ancillaries & fees (not covered: a la carte seats, reservation booking fee, non-flight service fees such like *********** enrollment). Vouchers cannot be used towards onboard purchases, services, travel insurance, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at ************************** or by calling our ************** at ************.
  
  We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this delay affected your travel arrangements; unfortunately, we are unable to issue any further compensation.
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit! 
   

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23205222
  
  I am rejecting this response because:
  

  Thank you for the response, but unfortunately it does not address the central issue of my complaint.
  I fully understand Spirits baggage cut-off policy. However, my complaint is not that I missed the cut-offit's that even after I offered a valid and policy-compliant solution (transferring the contents of the checked bag into our four personal items), your staff refused to let us proceed to the gate and stalled us at the counter. There was still ample time to get through *** and board.
  Spirit staff did not offer flexibility or allow us to exercise our right to board without checked baggage. Instead, they emphasized repeatedly that we would not be allowed to board at alleven with no checked baggage.
  This is not a case of missing a check-in deadline. This is a case of being denied boarding despite being present, compliant, and ready. I was forced to book last-minute travel on another airline, resulting in $1,801.15 in expenses. I also noted the emotional harm this caused my 9-year-old son who suffers from an anxiety disorder and had a panic attack during the ordeal.
  The generic refund policy does not excuse a failure of customer service and unjust denial of boarding. I am requesting that Spirit review this case not through the lens of technical policy, but through the reality of what occurred.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/16/2025

  You were not denied boarding, you were late for your flight which caused you to miss the check-in for your bags, 

  As previously stated, our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, there is a 45-minute check-in cut-off time for domestic departures and 60-minute check-in cut-off time for international departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags. When a Guest does not complete the check-in process prior to the cut-off time, they are subject to their reservation being forfeited, and additional charges may be incurred. The flights cannot be reinstated, and the airfare & ancillaries is non-refundable.
  
  Due to lengthy TSA security checkpoint times, its recommended that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights.
  Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website: 
  *****************************************************************************************************************************
  Our records show, at 12:55 am on April 1, 2025, you checked in online for your flight, NK-572. At 9:59 pm, 10:08 pm, and 10:15 pm, you accessed the reservation and boarding information. At 10:17 pm, you tried to check in the bag via the Kiosk, which directed you to see an agent, and at 10:42 pm, you were removed from the flight since you were not available at the boarding gate for boarding.
  
  As a one-time courtesy, a Reservation Credit was issued for the missed flight. The details of this credit, including how it can be used, can be found below.
  Your reservation credit:
  is valid for trips booked within one (1) year of issuance on any flight dates available in the system
  can be used for multiple bookings until the full value is used
  can be applied toward airfare, bags, seats, taxes, and fees
  can be redeemed by any Guest linked to the original reservation
  can be redeemed via ************************** or by calling Spirit reservations at ************
  Reservation Code: VQTBFH.
  Amount: $38.09.
  Expiration Date: April 2, 2026.
  Click here for more information on how to redeem your credit. Charges apply when you change or cancel your reservation. For a list of applicable charges, click here.
  
  Spirit does not issue reimbursement for guest who miss their flights. 
  
  Additionally, I do see Future Travel Vouchers were issued to you, you should have received an email with the details. If you did not receive the voucher details, I can resend the email if needed. 
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount goes towards the airfare, taxes, most ancillaries & fees (not covered: a la carte seats, reservation booking fee, non-flight service fees such like *********** enrollment). Vouchers cannot be used towards onboard purchases, services, travel insurance, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at ************************** or by calling our ************** at ************.
  
  We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this delay affected your travel arrangements; unfortunately, we are unable to issue any further compensation.

  Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.

   

  
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23205222
  
  This is my final statement for the BBB record.
  Spirit Airlines continues to respond with standard policy language while ignoring the actual issue at the heart of my complaint.
  The problem was not the missed baggage check-in. I fully acknowledged that we were close to the cut-off and that checking the bag might not be possible. However, I immediately offered a valid and compliant solution: to discard the checked bag and transfer its contents into our four personal items, all within Spirits size policy. Despite this, Spirit staff refused to allow us to proceed to the gate, even though we were ready to fly and had no remaining checked baggage.
  Instead, your agents stalled us at the counter, insisted we could not board, and ultimately forced us to find alternative travel. At that point, there was still time to pass through *** and board the flight. This was a denial of boarding despite being present, compliant, and cooperative.
  Because of this, I incurred $1,801.15 in expenses for new tickets, hotel, and ground transportation. My 9-year-old son, who suffers from anxiety, had a panic attack during the ordeal and experienced heightened anxiety the following day as well.
  The $30 vouchers and $38 credit offered do not reflect the emotional harm or financial burden your staffs actions caused. I will now be pursuing the following:
  Small claims court to seek reimbursement of documented losses
  Public reviews to inform future travelers
  Ongoing DOT complaint, already filed
  Spirit may consider the matter closed, but the core issue remains unaddressed.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today is April 13 I took a flight from ***** to ************ at 8:25 PM I arrived to ************ 11:15 PMwhen I want to retrieve on my luggage my luggage was open and they had tied another bag with it all my perfume. Broken My clothes was damaged. I was coming off a cruise. I had expensive coffee called blue Mountain three boxes 50 bucks a box. I am extremely upset. They had plastic bag connected to my suitcase. Remind you this was a new suitcase I purchased in ******** the zipper was busted. All my things are ruined. I have been traveling over 35 years and I have never ever experience anything in this nature with your airline and also any other airlineI took time out to give you guys details of what took place and everybody who was there. also witness all my belongings hanging out the bag that they connected to my suitcase in my suitcase open I will gladly appreciate something can be solved in this matter. If not, I will take it another step thank you for your understanding and advance Miss ****** *******.

  Business Response

  Date: 04/14/2025

  Hi ******,
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  Know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.
  
  You can use the link (******************************************************************) to initiate/update your mishandled bag claim. 
  
  Please stay in direct contact with your claim's specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.  
  
  If you have any questions or concerns as it relates to a Spirit booking you can reply to this thread. Be sure to include the confirmation code and email address associated with the booking in question. 
  
  
  Have a great day! 

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to share my extremely disappointing and frustrating experience with Spirit Airlines regarding my round-trip flight under confirmation number UM887G, scheduled from April 8 to April 12, 2025.On April 8th, I was wrongfully turned away from my departing flight, despite having a valid ticket. I clearly communicated on three separate occasions that I would still be utilizing my return flight. Additionally, the front desk agent at ************** acknowledged this and assured me that my return flight remained active. She also advised me to contact the airline for a credit or refund for the unused portion of my trip.However, on the day of my return flight (April 12) at ***********, I was informed by the front desk agent that my entire booking had been canceled due to a no-showwhich is completely inaccurate. I was not a no-show and had previously confirmed that my return leg was still intact.When I called customer service, I spoke with Supervisor ******, Employee ID: ******, who informed me that he could not assist with the matter because it took place "in person." This response was completely unacceptable and dismissive.This ordeal forced me to rebook flights twice, costing me additional time, money, and stress. Spirit Airlines offered no support or resolution at any point, despite the fact that the error was entirely on their end.Overall, this experience was distasteful, bothersome, and highly inconvenient. I am deeply dissatisfied with the lack of accountability and customer service shown by **********************.

  Business Response

  Date: 04/14/2025

  Hi *********,
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your booking issue in reference yourr missed flight. 
  
  We'd like to review your missed flight details. There is a 45-minute check-in cut-off time for domestic departures and 60-minute check-in cut-off time for international departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags. When a Guest does not complete the check-in process prior to the cut-off time, they are subject to their reservation being forfeited, and additional charges may be incurred. The flights cannot be reinstated, and the airfare & ancillaries is non-refundable.
  
  Due to lengthy TSA security checkpoint times, its recommended that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights.
  Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website: 
  *****************************************************************************************************************************
  Additionally, there are no notes in your reservation to corroborate your claims.  However, as a one-time courtesy Ive created a Reservation Credit in the amount of the missed flight. Your Reservation Credit is available and can be redeemed online or by calling our ******************* at **************. Ive included the information below:
  
  Confirmation Code: UM887G
  Amount: $841.96
  Expiration date: April 14, 2026
  (Travel does not have to be completed by that date; however, a new reservation must be secured).
  The guidelines surrounding credits can be found on our website, **************************. 
  Here's the direct link for your convenience. 
  ********************************************************************************************************************************
  
  We hope to welcome you on board a future Spirit Airlines flight soon.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23196493
  
  I am rejecting this response because: I arrived at the airport on time to make it on my flight. The level of unprofessionalism I received throughout the whole ordeal is not something I want to experience again. Im completely weary of Spirit and their policies and would prefer a refund. I came out of pocket last minute, twice, and there may be a situation in the future where I will not be so lucky to book a spontaneous flight as such. 
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 04/15/2025

  As previously stated, the flights cannot be reinstated, and the airfare & ancillaries is non-refundable.
  
  Due to lengthy TSA security checkpoint times, its recommended that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights.
  Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website: 
  *****************************************************************************************************************************
  Additionally, there are no notes in your reservation to corroborate your claims.  However, as a one-time courtesy Ive created a Reservation Credit in the amount of the missed flight. Your Reservation Credit is available and can be redeemed online or by calling our ******************* at **************. Ive included the information below:
  
  Confirmation Code: UM887G
  Amount: $841.96
  Expiration date: April 14, 2026
  (Travel does not have to be completed by that date; however, a new reservation must be secured).
  The guidelines surrounding credits can be found on our website, **************************. 
  Here's the direct link for your convenience. 
  ********************************************************************************************************************************

  Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23196493
  
  I am rejecting this response because: . I arrived at the airport in enough time and had already checked in with my boarding pass in hand. Despite this, I was inexplicably restricted by desk agents from proceeding through ****
  Whats even more troubling is the handling of my return flight. I confirmed it three separate times, and yet it was still canceled without proper notice or justification. When I reached out to your customer service line, the agent dismissed my concern, stating that it was out of his hands because the issue occurred in person. If your representatives are unable to assist in such situations, it calls into question the purpose of having a customer service number at all.
  I am extremely disappointed with the lack of accountability and support I received throughout this entire process. Offering a credit is not a suitable resolutionI have no intention of flying with your airline again. This experience has been frustrating and unacceptable, and I am therefore requesting a full refund.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, to whom this may concern I had a flight scheduled for 4/10/25 from PHL to MCO to depart at 10:05am. Once I got to my gate to depart I was told that my ticket was sold to the woman before me standing in line because when they checked if anyone was in my seat no one was there then proceeded to tell me I needed to be rescheduled to another flight because there was no more space. I paid $233 for my ticket to be able to get home the same day and was forced to sit in the airport for 5 hours while I missed out on money because I wasnt able to attend my work shift later that evening.

  Business Response

  Date: 04/14/2025

  Hi *****, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  Im sorry to hear your flight was missed. We'd like to review your missed flight details. There is a 45-minute check-in cut-off time for domestic departures and 60-minute check-in cut-off time for international departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags. When a Guest does not complete the check-in process prior to the cut-off time, they are subject to their reservation being forfeited, and additional charges may be incurred. The flights cannot be reinstated, and the airfare & ancillaries is non-refundable.
  
  Due to lengthy TSA security checkpoint times, its recommended that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights.
  Additionally, if you fail to make yourself available for boarding at the gate at least 15 minutes prior to the (original) scheduled departure time for domestic flights; or 30 minutes prior to the (original) scheduled departure time for international flights, you run the risk of forfeiting your flight.
  Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website: 
  *****************************************************************************************************************************
  As a one-time courtesy Ive created a Reservation Credit in the amount of the missed flight. Your Reservation Credit is available and can be redeemed online or by calling our ******************* at **************. Ive included the information below:
  
  Confirmation Code: KSBBFB
  Amount: $233.99
  Expiration date: April 14, 2026
  (Travel does not have to be completed by that date; however, a new reservation must be secured).
  The guidelines surrounding credits can be found on our website, **************************. 
  Here's the direct link for your convenience. 
  ********************************************************************************************************************************
  
  Spirit does not issue refunds or reimbursement for any guest who miss their flights. 
  
  We hope to welcome you on board a future Spirit Airlines flight soon.
  

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 17, 2024, I booked a flight on the Spirit Airlines website with some points I had available. Shortly thereafter, I had a change of plans and needed to cancel the flight. Spirit has a policy that states points are good for 1 year after flight cancelation and in this case, they had eliminated 6500 points not honoring their own policy. I went to rebook another travel date and notice my point balance today is at zero. I contacted Spirit X3 via phone and internet with no resolution from them. I simply want the points to be put back in my account and I will consider the matter resolved. I have included the email Spirit sent me recently showing the points returned. Thank you for your assistance in this matter.YOUR CONFIRMATION CODE GGK42C Booking Date Tuesday, September 17, 2024 Departing *******************, ** 11/12/24, 2:40 PM Arriving SEA *******-******, ** 11/13/24, 1:21 PM Contact Information **** ************************** ********************************** 33990847-828-0182 ** Purchase Price Original Purchase***** + $5.60 Other$0.00 Redemption Fee$0.00 Free Spirit Points refund-***** MasterCard refund--$5.60 RefundTotal Free Spirit Points returned ***** Credit Card refund -$5.60

  Business Response

  Date: 04/14/2025

  Hi ****, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your booking issue in reference to the booking you cancelled. 
  
  As outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable for bookings outside the 24 hours/ 7-day window. 
  
  The policy you mentioned does not exists nor has it ever been a Spirit policy. 
  
  This booking shows it was cancelled and fully refunded on the same day it was booked, 09/17/24.Your points were returned to your Free Spirit account and $5.60 was refunded to the MASTER card ending in 3727. Refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds. There is no further refund or points due. 
  
  
  Have a great day! 
  

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently went on a flight to ********* in February 2025. I arrived back from my trip and received an email stating that I was missing out on points and to sign up then and I would receive my points for that flight. I signed up and added my confirmation code, and received a message saying that I would receive the points in ***** hours. I then went to check on this a couple of weeks later and still no points. I contact customer service. I was told that I didn't receive my points because the confirmation code wasn't linked to my Member account. I say okay then the agent says he linked it and the points once again would be in my account in ***** hours. Once again not there. I chat customer service AGAIN and was told that my issue will be escalated and someone will reach out to me in 3-5 days. It has been over that, we are now in April, and all I want are my points because I actually enjoy flying Spirit and actually chose to become a member which I DON'T do with airlines. I just want to receive my points and correct status ranking as promised. I have another trip in July and planned on using my new perks during that trip.

  Business Response

  Date: 04/11/2025

  Hi *******, 
   
  Thank you for reaching out to Spirit!
   
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
  
  
  
  I am sorry to hear about your booking issue in reference to your missing Free Spirit points.
  
  
  
  I have included the link below for you to request your missing points.
  How can I request missing Free Spirit points for a flight that Ive already flown?  Spirit Support
  
  
  You are also welcome to reply to this thread with the following, 1) your Free Spirit account number, 2) the email address associated with your Free Spirit account and 3) the confirmation code of the booking in question. 
  
  
  
  
  
  Have a great day! 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23187128
  
  I am rejecting this response because:

  Ive tried the link on your website and it doesnt work  Ive mentioned that in my original complaint. Please find the requested information: 
  

  Spirit number: #**********

  reservation number: ZWH26N

  email: ******************************

  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/14/2025

  the Free Spriit account has been associated with your Free Spriit account. The points earned are already showing in your account history. 

  Customer Answer

  Date: 04/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The points have been added. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked my round trip flight with Spirit Airlines in February 2025 from ********** to *************** and back. My destination flight went smooth, but the airline overbooked the return flight, canceling dozens of passengers flight to **********. This but me into a state of duress knowing I had to return to work. Not only that, but I also had prepaid parking at the ****************** to consider which was now going to cost me more for parking an extra day. It is also unfair that I paid $80 in baggage fees for a flight I never boarded.Furthermore, I missed a day of work (~$250) due to this flight cancellation.I am complaining to warn others of Spirit Airlines, and in hopes of receiving a reimbursement for my baggage ($80), extra parking fees ($20), and unpaid day off work ($250).

  Business Response

  Date: 04/11/2025

  Hi ********,
   
  Thank you for reaching out to Spirit!
   
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
  
  
  
  We are sorry to hear about your flight interruption.
  
  
  Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.
  
  There are many factors involved in the daily operations of an aircraft; therefore, arrival times, for instance, are stated as estimated until actual times are reported. Spirit endeavors to get its customers to their final destination in as timely a manner as possible
  
  
  
  Spirit does not issue refunds or reimbursement for any prepaid/planned expenses nor lost wages. This is outlined in Spirit's Contract if Carriage, a document you agreed to when you secured your booking. 
  
  
  
  For further review, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  
  
  Have a great day! 

  Customer Answer

  Date: 04/16/2025

  Please see the baggage receipts and parking receipt. There needs to be some kind of compromise. I am working, taxpaying citizen trying to receive some form of reimbursement for a service that I did not use but paid for.

  I am not asking for reimbursement for my airfare. And since my first flight went smoothly, the first baggage fares are fine with me. But since my second flight was canceled, I should not have to pay for baggage for that flight since I did not use it. This is extremely unfair and may result in a lawsuit for the mental and financial duress it has put me through. I also had to pay an extra day of parking (~$20).

  Surely, the airline can compromise and agree to pay $100 for 1 bag and 1 day of parking since I had to park an extra day and did not use their service!

  Thanks for your consideration.

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23185858
  
  Please see the baggage receipts and parking receipt. There needs to be some kind of compromise. I am working, taxpaying citizen trying to receive some form of reimbursement for a service that I did not use but paid for.
  
  I am not asking for reimbursement for my airfare. And since my first flight went smoothly, the first baggage fares are fine with me. But since my second flight was canceled, I should not have to pay for baggage for that flight since I did not use it. This is extremely unfair and may result in a lawsuit for the mental and financial duress it has put me through. I also had to pay an extra day of parking (~$20).
  
  Surely, the airline can compromise and agree to pay $100 for 1 bag and 1 day of parking since I had to park an extra day and did not use their service!
  
  Thanks for your consideration.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 04/17/2025

  $79.00 for the bag fee has been refunded. $79.00 was refunded to the MASTER card ending in 7180. Refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds.
  
  In accordance with our previosu exchanger, Spirit does not issue refunds or reimbursement for any prepaid/planned expenses nor lost wages. This is outlined in Spirit's Contract if Carriage, a document you agreed to when you secured your booking. As so your parking reimbursement request is denied. 

  Customer Answer

  Date: 04/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Mar 3 I saw a $69.95 charge on my cc labeled unable to post Spirit Airlines. I thought my card was compromised to I filed a dispute w my bank. The charge was reversed in Mar 6. On Apr 3 I was advised by my bank that it was an authorized charge and the provisional credit was reversed. I dont even remember making the purchase but its been a year so. But if I had, as can be seen by the screenshot of my lifetime savings, I certainly would not have renewed it. I called Spirit on Apr 3 and was told by **** that the credit was processed. On Apr 7 I called again and was told by Jahim and Ivy that there was no credit forthcoming. I have attached a screenshot from my bank showing the 3 transactions. I would like my $69.95 back and my membership cancelled.

  Business Response

  Date: 04/10/2025

  Hi ********,
   
  Thank you for reaching out to Spirit!
   
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
  
  
  
  Im sorry to hear that you were caught off guard by the renewal of your Spirit *********** membership. I found that you enrolled in our *********** on 02/27/24 paying the enrollment charge of $69.95. To enroll, you had to agree to the terms and conditions of the club which state that memberships are non-refundable, non-transferable, and are automatically renewed yearly.
  A reminder email was sent alerting you of the upcoming renewal. Since your membership remained an active one (meaning it wasnt cancelled prior to the renewal date), the credit card on file was automatically charged $69.95, on DATE, extending your membership for another year.
  If you wish to cancel your membership, you may do so online at ******************************. Upon cancellation, your benefits will cease immediately.
  While I am sympathetic to your situation, we are unable to honor your request for a refund as outlined and agreed upon in Spirit's Contract of Carriage, all fares, fees and ancillaries are non-refundable and non-transferable. 
  
  
  Have a great day! 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23184661
  
  I am rejecting this response because: Despite what Spirit says, I did not receive an email alerting me that this membership would be renewed. If that were the case, I would have cancelled it without having to go through all this. I was told by a Spirit representative on April 3 that a credit was forthcoming. I was also told by Ivy on April 7 that there was no evidence in the Spirit system that the reversal was re-reversed and once I was able to show that, a credit would be issued. For this reason, I send screen shots of all three of the account changes in my original complaint. Because I was told by 2 Spirit representatives that I would be receiving a credit for $69.95, this is what I expect and require in order to close my complaint.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 04/14/2025

  As previously stated, if you wish to cancel your membership, you may do so online at ******************************. Upon cancellation, your benefits will cease immediately.

  While I am sympathetic to your situation, we are unable to honor your request for a refund as outlined and agreed upon in Spirit's Contract of Carriage, all fares, fees and ancillaries are non-refundable and non-transferable. 

  Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.

• Initial Complaint

  Date:04/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I accidentally booked this flight with Spirit Airlines while searching due to a death in my family. I instantly called Spirit to try and have this canceled and they refused. I had made this reservation within 30 minutes of calling them, and they refused to refund my payment. They then told me that if I provided an obituary to them proving that there was a death in our family, this would be refunded. It is completely asinine to assume that we would have access to such a document within 24 hours of my family members passing. I feel that Spirit Airlines is taking advantage of an error that I had attempted to rectify virtually instantly after the mistaken reservation had gone through. I am requesting for these tickets to be canceled and my money to be refunded to me in full in the amount of $662.97.

  Business Response

  Date: 04/09/2025

  Hi *****, 
   
  Thank you for reaching out to Spirit!
   
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
  
  
  
  I am sorry to hear about the booking you secured by mistake.
  
  
  
  Our records show you secured this booking using Expedia. Spirit and Expedia are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any bookings issues when guest use third-parties, travel agencies or make booking mistakes. It is the guest responsibility to ensure all booking information is correct before securing their booking.
  
  
  
  If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.
  
  If the above does not apply, you will receive a Reservation Credit. The full value of the reservation will be provided for Go Big, Go Comfy and Go Savvy bookings. A cancellation charge will be retained for Go bookings purchased after February 5, 2025.
  
  
  
  Our records show you were previously assisted, you were advised that all Spirit fares, fees and ancillaries are non-refundable and non-transferable. 
  
  
  
  If you'd like to book a reservation, change or cancel a reservation, or manage travel, we recommend using ************************ - its cheaper too! If you have an issue you can't resolve here, one of the numbers below should suit your needs.
  
  
  Spirit Sales and ***************************** and Domestic
  You can call us Toll Free at 1-855-SAVE-555 *************) or
  text us at *****, or use ************ on WhatsApp
  24 hours a day/ 7 days a week
  *When calling from Mexico dial *********
  
  Assistance for the hearing impaired
  
  For TTY/TTD dial 711
  
  
  Have a great day!

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23179564
  
  I am rejecting this response because: I am requesting a refund for this due to a mistaken charge that I immediately tried to correct. I attempted to cancel this reservation within 1 half hour due to tickets not being needed. I was instantly told that they would offer me credit with the airline but only in the amount of half of my initial payment. The credit with Spirit Airlines is completely useless to me because I will never do business with them again. I would never do business with a company that has the reputation that Spirit Airlines holds and I only was interested in this flight due to my grandmother passing and me trying everything I can to get my family to her funeral. Spirit Airlines has taken advantage of my needs and pretty much said that if you book a flight with them within 7 days of the flight, your money is gone no matter what the circumstances may be. It is very disappointing to see Spirit has chosen only to regurgitate the same information in response to this complaint. I will not accept any response from Spirit that does not include reimbursement of at least 2 of the 3 tickets that I had purchased by mistake. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/11/2025

  As previously stated, our records show you secured this booking using Expedia. Spirit and Expedia are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any bookings issues when guest use third-parties, travel agencies or make booking mistakes. It is the guest responsibility to ensure all booking information is correct before securing their booking.
  
  If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.
  
  If the above does not apply, you will receive a Reservation Credit. The full value of the reservation will be provided for Go Big, Go Comfy and Go Savvy bookings. A cancellation charge will be retained for Go bookings purchased after February 5, 2025.
  
  Our records show you were previously assisted; you were advised that all Spirit fares, fees and ancillaries are non-refundable and non-transferable. 

  Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed, and the resolution has been thoroughly clarified.