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

  1 Harborside Dr Boston, MA 02128

• 

  Spirit Airlines

  16000 Chamberlin Pkwy Fort Myers, FL 33913-8873

• 

  Spirit Airlines

  Mankato, MN 56001

• 

  Spirit Airlines

  7200 Ne Airport Way Portland, OR 97218

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:07/31/2025

  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 booked a ticket to *********, **. I was injured by a spider bite. Spirit only issued me a $92 credit. This is upsetting. I need this trip rescheduled for another date with my full credit.

  Business Response

  Date: 08/05/2025

  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 you cancelled your 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.
  Be advised that a Guest who purchased the Value Travel Option that initiated a cancelation or modification after 24 hours of booking to their non-refundable reservations will be billed with cancelation or modification  charges. For modifications, 0-6 days out is $99.00 plus the difference in airfare, 7-30 days out the charge is $79 plus the difference in airfare, ***** days out is $59 plus the difference and no charge for trips more than 60 days but the difference in airfare will be charged. Guest who initiates guest-initiated cancellations are charged the $99.00 per person cancellation fee.  These charges are in place to help keep our fares low for all our Guests and waiving the charge to change or cancel a reservation isnt an option we offer.
  For more information regarding our Modification/Cancellation guidelines, I've included the link below for your reference.
  Optional Services | Spirit Airlines
  I was able to pull your reservation NLIVNJ, our record shows that this reservation was cancelled as requested via the Spirit website. The cancellation fee was applied, a Reservation Credit was issued for the balance, and an email confirmation of the guest-initiated cancellation was sent to the email address on file. As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable. 
  
  The details of your credit, including how it can be used, can be found below.
  All Reservation Credits:
   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 contacting us here
  Reservation Credits have no cash value.
  
  
  Reservation Code: ?NLIVNJ
  
  Amount: $42.98
  
  Expiration date: July 31, 2026
  (Travel does not have to be completed by that date; however, a new reservation must be secured).
  
  Click here for more information on how to redeem your credit: ******************************************************************************************************************************
  
  Guests who have a medical emergency that will not allow them to travel must submit documentation to validate the emergency. A Reservation Credit for the value of the flight will be created for the passengers who didnt/cannot travel. 
  We did not receive an attachment with your query. Kindly reply to this email with an attached copy of your doctor's note/medical documentation. Medical documentation must include the following Organizational letterhead, the issue date, the Patients name, the Period of treatment if applicable, and name & signature of the Physician.
  
  As soon as it's received, we will review it and provide a resolution. 
  
  Kindly attach the required documents as PDF, JPEG, or PNG of the files for review. 
  
   
  As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable. 
  
  
  Have a great day! 

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23680283
  
  I am rejecting this response because: to forfeit my entire airfare is very upsetting. I will submit my doctor's note today. I will also never use Spirit airlines in the future. I can't use $47 for my future travel plans. This is very disappointing that Spirit would steal my money.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 08/05/2025

  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. We will await your valid medical documents. 

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23680283
  
  I am rejecting this response because: it's okay just keep all of the voucher. I'm done traveling with Spirit.
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 08/05/2025

  Spider bite caused me to miss my flight. I'm awaiting the medical records from my doctor. A prescription was prescribed today for skim inflammation and to prevent itching. 

• Initial Complaint

  Date:07/30/2025

  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 am writing to express my frustration regarding a recent experience with your airline. My original flight with Frontier was canceled, and I booked a new flight departing from gate A15 with Spirit. While the monitors did not reflect this, your app confirmed the ******* flip-flops and with my luggage, I rushed to A15, only to find out the flight had moved to B23. After running to B23, I was directed to B25. When I arrived at the counter, a male agent informed me I didnt have a boarding pass. I showed him my confirmation on the app, and he directed me to another agent, *******.Despite my exhaustion, she insisted on my confirmation number instead of using my ID to look me up. After some time, she told me I was on standby. When I inquired about purchasing a seat, she instructed me to do it through the app for $75 and to step out of ******* I tried to complete the purchase, I heard her calling maam, but I didnt realize she was addressing me. When I turned around, she began typing without assisting me. I explained my situation, but she dismissed me, saying, Stop saying please, I cant help you. To make matters worse, the agent next to her was joking about closing the door, which only heightened my distress. Ultimately, I was told it was too late to board the flight. I felt utterly helpless and began to cry, emphasizing how important it was for me to catch this flight.After speaking with a manager named ********, I discovered I actually had an assigned seat all along. It felt as though both agents were indifferent to my situation rather than providing assistance when I needed it most.I hope you will take my experience seriously and address this matter with the staff involved.Thank you for your attention.Enclosures: Photos of agents and confirmation details.?Flight details: 10/16, Gate B12, 11:45 PM, LAS to MCO, Flight NK1853, Confirmation IGGIMF.?Manager spoken to: ******** on 10/17.

  Business Response

  Date: 08/05/2025

  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. 

  Our records show you were previously assisted. You disputed this booking and your financial institution rules in favor of Spirit stating that the charge is valid. As outlined and agreed upon in Spirit's Contract of Carriage all fare, fees and ancillaries are non-refundable and non-transferable. On 07/15/25 the below message was sent to you. No refund will be issued nor is any further credit.

  Hi ********,
  
  Thank you for your patience while I worked with our Accounting Team to gather some additional details.
  
  Please know that we have issued a reservation credit for the cost of your booking. . The details of your credit, including how it can be used, can be found below. No additional action is needed from you at this time.
  Your reservation credit:
  is valid for trips booked within 365 days 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: IGGIMF
  Amount: $265.99
  Expiration Date: July 15, 2026
  
  Click here for more information on how to redeem your credit: ******************************************************************************************************************************
  
  If you have any additional concerns or questions, please let me know and I would be happy to assist. 
   
  Have a great day! 
   
  Best, 
   
  Alesha 
  Guest Relations 

  Customer Answer

  Date: 08/05/2025

   
  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:07/28/2025

  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 a flight with Spirit airlines 7/22/25 and purchased travel **************** Spirit Spirit Confirmation JGPMFI, Travel Guard Policy ************ I read through the information, picking dates, and entering credit card info, the Spirit airlines website reset 4 times. Because there was a terrible refund policy, I purchased Travel Guard in case plans changed. Plans did change, but they are saying my reason isn't covered by Travel Guard. I find this website reset by Spirit and limited reasons by Travel Guide to be collusion for unethical business practices. I am not surprised to see such a huge company actually not be a member of the Better Business bureau. Because they are not doing good business.

  Business Response

  Date: 08/01/2025

  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 understand you wanted to cancel the reservation using your *********************** Please do note that with Travel Guard the normal cancelation process would be followed when canceling your flight. Should you be looking to make a claim, you would need to reach out to Travel Guard directly. In order to file a claim with them, you'll need to have your policy number ********* and your confirmation code JGPMFI. Just give them a call at ************** and they'll do all that they can to help. I've provided a few additional contact options below:
  
  Travel Guard
  **************************************************************************************************
  **************
  ****************************************
  
  Please keep in mind, as we are separate entities, each responsible for the services offered, we have no control over the amount awarded once the claim process has been completed through their offices. 
  
  If you need any additional information, we're here for you!
  
  I see that we already issued a reservation credit for this booking. The details of your credit, including how it can be used, can be found below. No additional action is needed from you at this time.
  Your reservation credit: is valid for trips booked within 365 days 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:  JGPMFI
  Amount: $70.98
  Expiration Date: 28 July 2026
  
  Click here for more information on how to redeem your credit: ******************************************************************************************************************************

  Customer Answer

  Date: 08/02/2025

   
  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:07/28/2025

  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.

  Weeks in advance I booked Spirit Airlines Flight Confirmation: JIU1TC ******* to ***** NK 1101 Jul 11, 8:09AM12:23PM I am a United Airlines customer but decided to give ******************** a try. It was among my worst flying experiences of my lifetime. Spirit cancelled the outbound flight. Eventually, it rebooked me for the next day about 24 hours later. There was no inclement weather rather Spirit's decision to inconvenience 100's of people. The airline has yet to compensate me for the fare costs (including the upgrade fee I paid).The bigger issue is that the airline did not provide reprotection on a sooner flight ....The delay was in excess of 3 hours. I had to fly American Airlines for 444 one way. I expect Spirit to refund me the additional costs I incurred as well as to reimburse me for the flight it negligently cancelled.The return flight on Spirit was not cancelled however was problematic. The Spirit staff at the ************* with the exception of two people spoke only Spanish. I am United States Marine veteran. I have a right when in our country to expect that customer service agents speak English. Tangentially, I was mortified at the harsh manner in which flight attendants interacted with passengers. I understand that the airline is a low-cost budget airline; however, managing the plane as if were boot camp is not acceptable.

  Business Response

  Date: 08/01/2025

  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 truly sorry for the overall experience and for any interruption to your travel plans. I can only imagine your frustration, this cancellation caused. 
  
  Your ORD-MIA ****** was cancelled due to an Air Traffic Control (ATC) decision due to a weather-related issue. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a ****** since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations.
  
  When this happens, the options available to our Guests are a refund of the affected unused ****** segment, re-accommodation on the next available Spirit ****** or a Reservation Credit for the unused ******. In these situations we dont offer hotel accommodations; refund for additional expense or other transportation.
  
  We always aim to provide a trouble-free ****** experience, but some situations are truly uncontrollable. 
  
  There's nothing more important to us than to send our guests to their destinations safe without delays and cancellations. However, please do note that not all ******s use the same route to their destination. Weather conditions are not limited to the departure or arrival area but also within the pathway itself. This day, our route is affected by weather. Our guests' safety is of the utmost importance and continuing the ****** will only risk our guests. I hope you understand.
  
  In your situation, I do see you were rebooked on the next available ****** but our rebooking accommodations did not work for you, so a refund was requested. $128.99 was credited back to your AMEX card ending in 1008on 07/01/2025 for the cancelled ******. Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution.
  
  Since this cancellation was caused by weather that is beyond our control, Spirit does not provide reimbursement for pre-planned/paid or out-of-pocket expenses such as a new ******. This decision is not based on a lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all our guests.
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future ******s with us. We look forward to welcoming you onboard a future Spirit Airlines ****** soon. Thank you for choosing Spirit! 
   

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23663712
  
  I am rejecting this response because:  I paid for an upgrade and that money has not been refunded; and second, the US DOT has no record of Air Traffic Control having caused the cancellation.  The statement by Spirit suggesting otherwise is categorically false.  
  
  Sincerely,
  
  *********** ******

  Business Response

  Date: 08/05/2025

  The SeatBid was also refunded, $48.00 was refunded to the **** ending in 1008. 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.

  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: 08/05/2025

   
  Complaint: 23663712
  
  I am rejecting this response because: I Already contacted my bank.  The money was refunded to me by my bank because Spirit REFUSED to refund the money.  I will not fly Spirit in the future.  The airline has been very disingenuous and dishonest in its interactions with me. 
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:07/23/2025

  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.

  Just after getting back from a flight from *************** to ************ on July 19th around 1130pm I quickly realized bed bug bites all over my back, and upper legs from where i made contact with the seats while still in the Airport. I contacted support and was instructed to wait 24 hrs to 48 hrs for them to investigate. It was over 48 hrs and just an appology through an email all the while were just waiting and still going through belongings we havnt brought inside for fear of bringing something into our home. This is something we've never experexperienced before so weve spent countless hours learing on what measures to prevent any spread and have thrown away our large Samsonite luggage. Hasn't been pleasant I assure and still have the bites over my body. While we appreciate their commitment to reviewing the matter, we strongly believe that there should be compensation for situations like this. It's simply unfair to those of us who paid for a service and did not receive the level of comfort, safety, or quality that was promised. Acknowledging the issue is a good first step, but tangible action, such as compensation, demonstrates a true commitment to customer satisfaction. I hope ********************** will do the right thing and take appropriate steps to make this right for affected passengers.

  Business Response

  Date: 07/28/2025

  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 recent experience.

  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.
  
  Keep in mind that Spirit is not responsible for conditions/damages that result from the following:
  
  An existing defect with the bag.
  Oversized, overweight, or over-packed luggage.
  Normal wear and tear during transport (e.g., minor cuts, scratches, scuffs, dents, and soiling that do not impact functionality).
  Unsuitable or inadequate packing that is not able to withstand ordinary handling.
  
  For a full list of items we don't cover, please click here.
  
  Please stay in direct contact with your claims 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.  
  
  Have a wonderful day!

  
  

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23642869
  
  I am rejecting this response because:
  Following the directions provided it stated that to much time has passed though I still have damage done to my body and am short a Samsonite suitcase as there was no way to insure bedbugs wasn't there.  Our carry on and all out clothing was able to be cleaned and inspected but there was no way to clean this as it was to large.  Would appreciate compensation.  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/29/2025

  As previously advised, now 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.

  Per Spirit's Contract of Carriage, a document you agreed to when you secured your booking,  if a bag/item is delayed, lost,damaged, or pilfered, a Spirit Airlines representative at the airport must be notified and a report must be filed within four (4) hours of arrival of the flight on which the guest traveled (unless applicable law or treaty provides for a longer period of time). 
  Since you did not file a report prior to leaving the airport, the assumption is that we returned your bag to you in the condition it was given to us, and as such, we are unable to further assist you with this concern.

  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: 07/30/2025

   
  Complaint: 23642869
  
  I am rejecting this response because:
  I notified the customer relations within the 4 hour window and no one directed me to bag claims only asked for me to go online to the help section.  If this information was given when I made the inquiry this would not have been an issue.  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/23/2025

  Type:Order 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.

  Dear ********** I ***** K *****, US Citizen brought confirmed direct flight tickets plus paid for the seats, for me and my wife ***************** from ********* to ****** ***** for 9th October, 2014, Spirit Airlines thru *********** on July 5th, 2025. After a week the Spirit Airlines have sent me an email that our flight ***, itinerary has been changed, ****** (EWR) to ******* (MCO) flight # *** with layover of 1 hour 35 mins and then take another Spirit Airlines flight# *** to ****** (AUS) *****. I have to buy seats once again for the flight from ******* (MCO) to ****** (AUS), which is ridiculous. It looks like a scam by canceling the direct flight and rescheduling indirect flight to make passengers buy seats for the connecting flight. The direct flight ****** ** to ****** ***** was expensive than stop over flights and all of a sudden Spirit Airlines have rescheduled the flight changes, asking me to buy seats from ******* ******* to ****** ***** flight. 2 months before the flight #*** has been cancelled and rescheduled. I complained to *********** by calling Whatsapp#***********, who said I can cancel the flight and reschedule another direct flight ****** to ******, but there will be a cost for cancelation. I had no other option to review the changes given by Spirit Airlines, had to accept which is an unfair. Spirit Airlines must get me and my wife Seats from ******* ******* to ****** ***** without any charge.Regards ***** K *****

  Customer Answer

  Date: 07/23/2025

  I would like to withdraw my complaint against Spirit Airlines, due to the confusion, I have got thru the changes of the itinerary.

  Regards 

  ***** Sinha 

   

  Customer Answer

  Date: 07/23/2025

  I wish to withdraw my complaint against Spirit Airlines as there was a confusion on seat allotment of my flights from **********, ** to ******* *********** and ******* MCO ******* to ****** AUS *****. *********** created the confusion about the Seats, but on the Spirit Airlines website, they did allot our Seats. Sorry for the inconvenience.

  Regards 

  ***** Sinha 

  Business Response

  Date: 07/28/2025

  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 Change.
  Schedule Changes are inevitable for all airlines and are necessary at times to support operational needs and to better service our guests. 
  
  If the schedule change does not work for you, we can offer you one of the following;  a refund to the original form(s) of payment, re-accommodation on the next available Spirit flight or a reservation credit. 
  
  Upon review, our records show you accepted the Schedule Changes on 07/17/25. Spirit does not provide reimbursement or compensation for schedule changes.
  
  We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.
  

• Initial Complaint

  Date:07/21/2025

  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 am writing to formally file a complaint regarding the unacceptable disruption I experienced on Spirit Flight #**** on 07/20/25. The flight was delayed on the tarmac for over an hour without any air conditioning, creating an extremely uncomfortable and unsafe environment for myself and my family member ******** ********.After the prolonged delay, we were instructed to deplane, which further delayed our travel and caused me to miss a critical life event. This was not just an inconvenience it resulted in personal and emotional *********** addition, the flight time kept moving to where it appeared it was not going to leave. Therefore, because I had work in the morning and had kids to get home to, I had to book a $391 flight with Southwest and get an **** to another airport (FLL) in order to get home. We received a refund for our flight and one carry on in the amount of $317 but no compensation for our missed critical life event (Wedding scheduled for 6pm on 7/20/25) due to the delay nor compensation for the extra expense for the southwest flight or ****. This is a multi million dollar company and you gave everyone a $30 voucher. That is absolutely despicable.

  Business Response

  Date: 07/28/2025

  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. 

  Our records show you are currently being assisted on another case, CAS-8118508-L3W0R5. The below was sent to you on 07/23/25. As previously advised an investigation has been opened. 

  Hello ******,
  
  Thank you for reaching out to Spirit Support to share your experience. We appreciate the opportunity to assist you and sincerely apologize for any frustration or inconvenience this situation may have caused.
  
  Please know that Ive contacted the appropriate department to obtain the reports related to your concerns. Once I receive the necessary information, I will follow up with a resolution as soon as possible.
  
  In the meantime, if you have any additional questions or details to share, feel free to reach out.
  
  
  
  ******
  CoordinatorII, Guest Relations
  Spirit Airlines

   

  
  

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23633733
  
  I am rejecting this response because:
  They have not done anything but acknowledge that they received my complaint. Theyve done nothing else.
  Sincerely,
  
  ****** Turnerwallingford

  Business Response

  Date: 07/31/2025

  Our records show your reimbursement request has just been submitted as you provided the requested information on 07/30/25. 

  The review process can take up to ***** business days to complete. Should our Specialist determine, that compensation will be issued, a check will be mailed to the address that you provided.

  
  Note Spirit does not provide reimbursement for pre-planned or out-of-pocket expenses or lost wages. 

  Customer Answer

  Date: 07/31/2025

  I am waiting to see if they will refund my unplanned expenses in the amount of $480

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23633733
  
  I am waiting to see if they will refund my unplanned expenses in the amount of $480

  Business Response

  Date: 08/01/2025

  As previously stated, Our records show your reimbursement request has just been submitted as you provided the requested information on 07/30/25. 
  The review process can take up to ***** business days to complete. Should our Specialist determine, that compensation will be issued, a check will be mailed to the address that you provided.
  
  Note Spirit does not provide reimbursement for pre-planned or out-of-pocket expenses or lost wages. 

  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: 08/01/2025

   
  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,
  
  ****** Turnerwallingford

• Initial Complaint

  Date:07/19/2025

  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.

  On 7/19 @ 9:25 am I arrived at ********************************** where I needed to print a boarding pass as the check in process on my phone had passed* Upon arrival no one was present , I immediately spoke with guest service which I was informed that they departed 45 min prior to flight * I then asked how I would be able to get my pass printed as I still needed to make my flight* I spoke with a *** officer and an airport officer whom both informed me that no ones really ever at that both for spirit * In short the whole ordeal made me miss my flight as I keep being told theres nothing I can do if noones there so , I reached out to customer support keroy * I explained to him and provide a picture of the empty station * He then tells me that this sounds like a matter I would have to take up with someone in person at the desk * After I already explained im reaching out because the lack of help is the reason I missed my return flight* I then let him know I had flown to ************ on spirit and was aware of how to go about the process* He then told me well theres nothing to be done because there was no internal issue * How is a lack of help and being able to get the proper service a customer issue ? I spoke with everyone including *** officer and had adequate time to get helped and still check in and get the flight instead i was told to wait until they returned* Which wasnt till 1 something * I compose this at 1:36pm on 7/19 from infront the spirit check in where I was told to speak with them * Its not till now there is reps * I asked keroy if he could rectify the situation by providing a credit or refund and was sent the details and link of the policy if a flight was missed or forfeited so * I think there a better solution and hopefully matter of handling things that can be rendered *

  Business Response

  Date: 07/25/2025

  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.
  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:
  All Reservation Credits:
   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 contacting us here
  Confirmation Code: LFLW3Y
  Amount: $144.99
  Expiration date: July 25, 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: 07/30/2025

   
  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:07/19/2025

  Type:Customer Service 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 June 30, 2025, my family and I flew with Spirit Airlines on flight NK2292 from ******* (MCO) to ********* (LAS). We were seated in 17D, 17E, and 17F.Before takeoff, I experienced sudden stomach pain and politely asked a flight attendant if I could use the restroom. The flight attendant on duty was a female with long black hair, glasses, and Southeast Asian features. Her response was shockingly rude and inappropriate she said, You can just go to the bathroom in your seat, in front of my daughter. This was deeply humiliating and completely unprofessional.Shortly afterward, my daughter experienced a sudden nosebleed due to the dry cabin air. We requested a tissue or napkin from the same flight attendant, but she ignored us entirely and offered absolutely nothing not even a single paper towel. The complete lack of compassion and basic customer care was disturbing.After the flight, I submitted a formal complaint to Spirit Airlines. Unfortunately, I received only an automated email asking me to rate the customer service, with no actual response or resolution.This incident was extremely distressing and unacceptable. Spirit Airlines failed to provide basic human decency during a medical need, and showed no professionalism in follow-up. I am requesting a formal apology from the airline, disciplinary action and retraining for the flight attendant involved, and appropriate compensation for this unacceptable experience.

  Business Response

  Date: 07/24/2025

  Hi Lingbin,
  
  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 appreciate you contacting us regarding your recent flight experience. 
  
  We are committed to offering quality ************* and ensuring that experiences are both positive and memorable. Im sorry that yours did not measure up to these standards.
  
  Ive shared your comments with the ******************** Team and the crew that worked your flight. Based on our reports and the statements received we are unable to corroborate your claims. Our records show that the aircraft was unable to be secured and cleared for take-off as you were in the lavatory. You were advised that per *** regulations all safety checks must be completed and all guests in their seats with their seat's belts fastened, no guest can be standing or in the lavatories. It was stated that you had previously used the lavatories while the plane was being boarded and the second time you were advised of the *** regulations and advised that if they allowed you to get up, it would delay the flight. You acknowledged what the crew stated and said you were okay when they asked if you needed anything. 
  
  Guests are strongly encouraged to take all necessary medical precautions to prepare for their flight. 
  
  Travel has been fully boarded and completed; Spirit does not issue refunds for services rendered nor is compensation due as your claims were not able to be corroborated.
  
  Have a great day! 

  Customer Answer

  Date: 07/24/2025

  I have received a response from Spirit Airlines, and I must express my disappointment at how the company has misrepresented the facts.
  
  
  First, I only used the lavatory once during the entire flight, and it was because I was experiencing sudden and intense abdominal pain. At no point was I informed that takeoff was about to begin. While I was in the lavatory, I was subjected to aggressive and violent banging on the door by the crew, which caused me serious distress.
  
  
  When I returned to my seat and explained my condition to one of the flight attendants, another crew memberwho had long black haircoldly told me, You should have gone in your seat. This comment was humiliating and completely unprofessional.
  
  
  Moreover, my daughter had a nosebleed during the flight and had to press the call button twice before anyone came. Even then, the crew offered no assistance or tissue.
  
  
  None of these important details were addressed in Spirits response. Instead, they relied on vague references to internal reports and distorted statements to avoid accountability.
  
  
  I am not asking for compensationI simply want Spirit Airlines to acknowledge the unacceptable treatment we received and take responsibility for their staffs behavior.
  
  

  Customer Answer

  Date: 07/24/2025

  At no point did any crew member stop me or inform me that I was not allowed to use the lavatory. No one said that takeoff was about to begin, and no one advised me to stay seated.
  
  

  Customer Answer

  Date: 07/25/2025

  I have reviewed the business response and find it unsatisfactory and misleading.
  
  
  Spirit Airlines reply contains factual inaccuracies and omits critical context. Their crew never informed me that using the lavatory was prohibited, nor did anyone stop me before I entered. I experienced sudden stomach pain and was violently banged on the door while inside, which caused distress and fear. I also reported the incident to another flight attendant before deplaning, and was met with dismissal.
  
  
  Furthermore, my daughter had a nosebleed during the flight and received no timely assistance.
  
  
  Spirits response appears coordinated and avoids accountability. I respectfully request that my complaint remain open and unresolved.
  
  
  I am currently filing a formal complaint with the ********************************* as well.
  
  
  

  Business Response

  Date: 07/25/2025

  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:07/18/2025

  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 filing a formal complaint regarding my mother, ***** ***** ******* flight experience with Spirit Airlines on July 3rd, under reservation code HI4Z3P. She was traveling from *********, ******** (XPL) to **************, **** (SLC), with a layover in *************** (FLL). I purchased a premium (first-class) ticket to ensure her comfort and proper assistance, as she is a senior citizen traveling alone. Unfortunately, the service provided was far below acceptable.On board, she was only offered water and a sandwich highly inadequate for a premium fare. Upon landing in *************** around 6:00 a.m., Spirits assistance service was negligent. Her luggage was delivered last, despite the staff being aware she had a tight connection. This delay directly caused her to miss her flight to **************, not due to weather, but due to operational failure.More concerning was the treatment she received while stranded at the airport. For nearly five hours, she was not offered water, food, or assistance to the restroom. Help only arrived after I intervened via phone. Spirits response? I was given two poor options: wait three days for a new flight, or fly her to another city. I had no choice but to send her to **********This forced me to miss two days of work, rent a car with a friend (as I wasnt emotionally able to drive alone), book a hotel, and drive from **** to ********* to pick her up. This caused significant financial, physical, and emotional stress. Spirit only refunded $230 and issued a $30 voucher with no explanation, which I find insulting.I am requesting:Full refund of the original ticket: $1,267.23 Reimbursement for expenses:Car rental: $221.18 Gas: $78.98 Meals: $68.54 Hotel: $143.58 Lost wages: $392 Compensation for:Missed flight due to delayed luggage Failure to assist a senior passenger Poor premium service Final flight to ********* was also delayed To date, I have received no formal response from Spirit.

  Business Response

  Date: 07/23/2025

  Hi *****, 

  We have received your correspondence as submitted to the Better Business Bureau.We appreciate the opportunity to address your concerns.

  
  I'm so sorry that your recent experience with us was not pleasant. I have forwarded this incident to our Disability Specialist for further review. Once the reports are gathered, theyll be in touch with you. The investigation may take some time to complete.

   

  Have a great day! 

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23621249
  
  I am rejecting this response because I believe it requires a quicker action. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/24/2025

  Cases are worked in the order they were received and are worked as such. The below message was sent to you today at 1250

   

  Hi ******,
  
  Thanks for reaching out to Spirit Support. 
  
  I'm so sorry that your recent experience with us was not pleasant. Please allow us to look into this matter for you. This may take some time, so thank you in advance for bearing with us through this process.
  
  In the meantime, if there's anything else you need, please let us know.
  
  Best,
  
  Whitney
  Corporate Disability Specialist
  CRO