Complaints

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

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• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  114 N. Raliegh Avenue Atlantic City, NJ 08401

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  300 World Way #a Los Angeles, CA 90045-5899

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

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:07/23/2025

  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:07/19/2025

  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:07/16/2025

  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 June 28, 2025, Spirit Airlines canceled our flight NK 285 from (DTW) to (CUN) after an extensive and confusing delay lasting over six hours. Despite multiple inquiries, Spirit failed to provide clear or truthful information regarding the reason for the cancellation. Lack of explanations were given, none mentioning maintenance issues.During delay, passengers, including my wife (Crohns disease) were left stranded in freezing, unsanitary conditions at the *********** without any support, accommodations, or meal vouchers. We were forced to sleep on the airport floor with extremely limited and unsuitable food options.Spirits communication throughout the ordeal was disorganized, delayed, and contradictory. We were rebooked on a later flight (18 hours later), the airline refused to reimburse pre-paid expenses such as our missed hotel night in ****** or compensate us adequately for the significant discomfort and disruption caused.We have repeatedly contacted Spirits Corporate Resolution Specialist, Joy, but received generic, dismissive responses relying heavily on the Contract of Carriage, with minimal genuine accountability or resolution. Refunds and vouchers offered do not come close to compensating the financial and emotional toll experienced.We seek a fair review and full compensation for out-of-pocket expenses, appropriate compensation for the disruption and mishandling of the situation, and meaningful improvements in Spirits communication and customer service during irregular operations.Steps Taken:Multiple email and chat communications with Spirit Airlines Contact with U.S. DOT regarding the incident Submission of receipts for expenses incurred Requested Resolution:Reimbursement for missed hotel night and out-of-pocket expenses Additional compensation for inconvenience and distress Transparent explanation of cancellation and delay cause Improved customer communication practices for future incidents Thank you for your attention.

  Business Response

  Date: 07/18/2025

  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.
  

  Our records show you were previously assisted; your concerns have been thoroughly reviewed, and our position remains unchanged. You were issued a refund of $150.00 on 07/10/25 back to the MASTER card ending in 5159 and issued vouchers. There is no further refund or compensation due. 

  You were also provided the reimbursement guidelines. If you are submitting a reimbursement request, you need to provide all of the requested information on the case you are currently being assisted on. As of 07/10/25 you have not responded to the other case. 

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23609203
  
  I am rejecting this response because:

  I am not satisfied with Spirits response and would like to formally dispute several points:
  
  1. Refund Amount Is Inadequate and Misrepresents Reality:
  The $150 refund issued does not reasonably represent the over $800 my wife and I paid for two round-trip tickets that Spirit ultimately did not honor. We were never rebooked, assisted, or given a clear path to resolution. We feel a partial refund in the range of $350$400 is a fair resolution based on Spirits portion of the failed travel, particularly if the vouchers are usable.
  
  2. Voucher Terms Are Unclear and Potentially Unusable:
  We were told we received six $30 vouchers, but we still have no information on whether they are combinable, transferrable, or redeemable together. If they must be used individually on six separate bookings, they are effectively useless to us and provide no meaningful value. This lack of clarity further justifies our request for increased compensation.
  
  3. Timeline and Communication Failures:
  Spirit claims we stopped engaging with them after 7/10/25. That is false. I messaged *** (on X/*******) on 7/12, 7/16, and 7/18 and never received a reply. I also emailed ******** on 7/16 and received no response. I submitted multiple messages through official channels with no guidance or follow-up. Spirits statement that you have not responded is misleading and demonstrably untrue.
  
  4. No Secure Submission Method Provided for Receipts:
  Spirit directed me to send financial receipts through ******* direct message an insecure and inappropriate method. I explicitly stated I was uncomfortable sending sensitive data that way and requested a secure channel multiple times. No alternative was ever provided.
  
  5. Maintenance Claim Feels Unsubstantiated:
  Spirit continues to cite maintenance as the reason for the cancellation, but no documentation has been shared. The circumstances and lack of transparency suggest this may have been a convenient excuse masking operational or scheduling issues.
  
  6. Customer Support Feels Performative, Not Genuine:
  To add insult to injury, I recently received a customer satisfaction survey asking how I felt about ******** a representative who never followed up after I contacted her. While I was left without responses for days, I was somehow expected to rate a non-existent interaction. This speaks volumes about the companys priorities.
  
  Resolution Requested:

  I remain open to resolving this dispute, and request the following:

  A full, itemized breakdown of the $150 refund

  An additional $350$400 refund to fairly represent Spirits portion of the canceled trip

  Reimbursement of documented out-of-pocket expenses (food, lodging, transportation)

  Confirmation of whether the six $30 vouchers are combinable or not and replacement with a single, usable credit if not

  A secure method for submitting receipts or documents (not via social media)

  A formal acknowledgment that this matter has not been handled with appropriate communication or clarity
  
  We have acted in good faith at every step. What weve received in return has been confusing, inconsistent, and dismissive.

  I have supporting documentation for all claims, including communication attempts and itemized receipts. I am happy to provide these upon request or via secure upload.
  

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

  Business Response

  Date: 07/24/2025

  As previously advised, our records show you were previously assisted; your concerns have been thoroughly reviewed, and our position remains unchanged. You were issued a refund of $150.00 on 07/10/25 back to the MASTER card ending in 5159 and issued vouchers. There is no further refund or compensation due. 
  You were also provided the reimbursement guidelines. If you are submitting a reimbursement request, you need to provide all of the requested information on the case you are currently being assisted on. As of 07/10/25 you have not responded to the other case. 

  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: 07/24/2025

   
  Complaint: 23609203
  
  I am rejecting this response because:
  
  I am not satisfied with Spirits latest response. Once again, they have failed to address the core points of my complaint. Specifically:
  
  Misinformation about Communication:
  Spirit claims I have not responded since 7/10/25. This is untrue. I sent follow-ups to their social media rep *** on 7/12, 7/16, 7/18, and 7/22 asking where to send receipts. I also emailed ******** at Guest Relations on 7/16, which received no reply. These attempts were ignored. Last time Ive heard from them was on 7/22 and it was a survey on how my ignored message from ******** went.

  Insecure Receipt Submission Method:
  I was instructed to send sensitive financial documents through ******* DMs an inappropriate and insecure method. I repeatedly requested a secure alternative (email or upload portal) and never received one. Spirit continues to ignore this issue entirely.

  Lack of Breakdown of Refund or Voucher Clarity:
  Spirit has never provided a breakdown of what the $150 refund is meant to cover. The original booking for two round-trip tickets was over $800. Additionally, they issued six $30 vouchers but have never confirmed if these can be combined, transferred, or used meaningfully making them potentially unusable.

  No Acknowledgment of DOT Filing:
  Ive since had to escalate this to the **************************** due to Spirits dismissive and misleading handling of my case. Theyve now acknowledged the complaint and confirmed theyre investigating. Spirits pattern of generic responses shows they are not taking this seriously until outside agencies are involved.
  
  
  Desired Resolution (Reaffirmed):
  
  I am asking for:
  
  A secure method to submit my documented expenses (email or upload portal)

  A full breakdown of the $150 refund and what its intended to cover

  Clarification on whether the vouchers are usable and can be combined

  A partial refund of $350$400 to reflect Spirits portion of our unused flight, which cost over $800 and was never rebooked or honored

  Reimbursement of out-of-pocket expenses (lodging, food, transportation) caused by the cancellation
  
  
  Spirit continues to send form letters and incorrect statements while ignoring my actual questions. I remain open to a fair resolution, but only if they stop deflecting and provide proper communication and accountability.
  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/15/2025

  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.

  complaint was initially filed sister.From ****** to *************** my bag was damaged. Went to baggage claim was told to report after final flight. Reached(DTW) I went to baggage and Spoke with *** **** who explained the process. When I grabbed my 2nd bag there was a hole in the bottom. It was 1am we went to baggage. he tried to file the claim but had issues. he gave me the website told me it had to be done in 4 hours. I live 45 minutes away so I rushed through the application It asked for the purchase price i guess using ******. I received an email a few days later say the claim was accepted andvthey needed more pictures. So I sent them. Within 48 hours I received a message they were ready to move forward but needed receipts. One of my bags was a gift so I reached out and asked for the receipt and added it. The second bag was part of a set I personally sold through my boutique. So that receipt was also sent. A few days later I was told my claim was denied. When I inquired I was told it was because of my connection to the boutique. I connected with support through text and explained my situation and was instructed to return to the airport so my bags could be reviewed on site. I went to the airport. When I walked in they remembered who i was and surprised that it hadn't been handled because of the damage but they explained they could do nothing. They gave me a number which I called while there in the office. Was told the claim would be escalated would hear from management within 7 days. Within hours received an email from the **** stating management reviewed and declined my case. Called today and was told it would be escalated again. The decision is bias. How and where my luggage was purchased should not matter. I followed the process given to me and was rejected not because of the damage but because of how I purchased. I never asked for money. I was told they would get me a replacements. Also found out I had 7 days to fill out the form because I flew international.

  Business Response

  Date: 07/16/2025

  
  Hi Chantelle, 
  
  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.
  
  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.  
  
  If you have any further questions or concerns, you can reply to this thread. Be sure to include the confirmation code and email address associated with booking in question. 
  
  
  Have a wonderful day!
  

  Customer Answer

  Date: 07/17/2025

  How Do we move forward with this complaint. 

  The baggage claim was filed.  The results from that claim is why this complaint was created.  After going to the baggage claims location twice and finding out that the damage was approved, the *** declined to move forward because of how the luggage was purchased.  That should have affected the ligmatiy of the how it was damaged.  It was not damaged before the trip and Spirit as a company should ***lace the goods damaged by their staff.  It should not matter how or where it was purchased.  One of the pieces was a gift so the original receipt my sister didn't even have and the one I provided her was not the correct one but she uploaded it and was rejected because of that.  This is not right and ridiculious. 

   

   

   

   

   

  BBB Complaint ID: ********
  
  
  Inbox
  
  
  
  Rashyeda Lewis <***************************>
  Mon, Jul 14, 3:07?PM (3 days ago)
  
  to mabela
  
  
  
  
  
  
  
  
  Good morning
  
  
  This trip was booked by my sister.(********* ********).  The email address used was ********************************.  The confirmation code was TJ4U8P
  
  
  her email address 
  
  
  
  
  
  
  Rashyeda *****
  ***************************************************************
  
  
  Dear Rashyeda *****:
  
  This message is in regard to your complaint submitted on 7/4/2025 against Spirit Airlines.  Your complaint was assigned ID ********. 
  
  BBB has received a formal response from Spirit Airlines. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.
  Please review their response to your complaint and advise us of your position in the matter within 10 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.
  
  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.
  If you are unable to respond online, then please respond by email to the address below, or mail to the address above.
  Sincerely,
  
  ***** *.
  *******************************************************************
  
  MESSAGE FROM BUSINESS:
  
  As previously stated, To better assist you, provide your confirmation code, and e-mail address used when booking your reservation
  The consumer provided the following when submitting the Complaint to BBB
   Screenshot_20250704_151849_Chrome.jpg
   Screenshot_20250704_151806_Chrome.jpg
  View Communication History for this Complaint
  What is the next step?
  Waiting for the consumer to respond to the Business Response
  Accept Business Response
  (This will alert the business that you are satisfied with their efforts and close out the case.)
  Reject Business Response
  (This will alert the business that you are NOT satisfied with their efforts, and you will have an opportunity to provide an explanation.)
  
  
  Have MORE INFORMATION you wish to send BBB about this Complaint?
  (This will allow you to send a message directly to BBB with questions, updates, or concerns about the co
  
  
  
  
  
  
  
  
  ***** *.
  Tue, Jul 15, 11:12?AM (2 days ago)
  
  to me
  
  
  
  
  
  
  
  
  Dear Rashyeda *****,
  
  
  Thank you for providing the additional information regarding your complaint.
  
  
  We understand that the trip was booked by your sister, ********* ********, using the email address ******************************** and confirmation code TJ4U8P.
  
  
  However, the Better Business Bureau's policy is that we do not accept third-party complaints. This means that the individual who made the purchase or who is directly affected by the business's actions must be the one to submit the complaint. Therefore, your sister, ********* ********, will need to be the one to formally submit this complaint to the BBB.
  
  
  We apologize for any inconvenience this may cause.
  
  
  Sincerely,
  ***** *.
  BBB Services Specialist
  Better Business Bureau
  ************  
  
  ************************   
  
  Serving ***************** & the *********
  *********************************************************************************************
  
  
  
  
  
  
  
  
  
  Rashyeda Lewis <***************************>
  Tue, Jul 15, 1:07?PM (2 days ago)
  
  to *********, *****
  
  
  
  
  
  
  
  
  Good Afternoon,
  
  
  Per your message:  
  However, the Better Business Bureau's policy is that we do not accept third-party complaints. This means that the individual who made the purchase or who is directly affected by the business's actions must be the one to submit the complaint. Therefore, your sister, ********* ********, will need to be the one to formally submit this complaint to the BBB.
  
  
  
  I am the one directly affected by the actions of the business.  
  
  
  ********* ******** is the name the flights (purchase via Spirit) was purchased.  My name and all of my personal (email, phone number, license, passport) information was also included and the Id provided was assigned to my name.  The claim filed through Spirit for the baggage claim (File ID: ************** that was filed was in my name. 
  
  
  I have included ********* in this email.  However, I'm not sure why she needs to be involved if per your guidelines I am the one who was directly affected by the action of the business? 
  
  
  If you could please provide clarity that would be wonderful.
  
  
  Thank you
  Rashyeda *****
  
  
  
  
  
  
  
  
  ***** *.
  Tue, Jul 15, 1:45?PM (2 days ago)
  
  to me
  
  
  
  
  
  
  
  
  Dear Rashyeda *****,
  
  
  Thank you for your follow-up message and for including ********* ******** in this email.
  
  
  We understand that you are directly affected by the issues with Spirit Airlines, and that your personal information was included in the booking details. However, based on our policy, the individual who conducted the original market transaction, which in this case was your sister, ********* ********, needs to be the one to formally submit the complaint to the Better Business Bureau.
  
  
  We apologize for any confusion this may cause, but this is a necessary procedural step for us to process the complaint.
  
  
  Sincerely,
  ***** *.
  BBB Services Specialist
  Better Business Bureau
  ************  
  
  ************************   
  
  Serving ***************** & the Caribbean
  *********************************************************************************************

  
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23603721
  
  How Do we move forward with this complaint. 
  
  The baggage claim was filed.  The results from that claim is why this complaint was created.  After going to the baggage claims location twice and finding out that the damage was approved, the *** declined to move forward because of how the luggage was purchased.  That should have affected the ligmatiy of the how it was damaged.  It was not damaged before the trip and Spirit as a company should ***lace the goods damaged by their staff.  It should not matter how or where it was purchased.  One of the pieces was a gift so the original receipt my sister didn't even have and the one I provided her was not the correct one but she uploaded it and was rejected because of that.  This is not right and ridiculious. 
  

  Business Response

  Date: 07/18/2025

  The below message was sent to you by our Baggage Team. They have closed your claim and provided you with the agreed Terms and Conditions.  

  Hello,

  You are a valued Guest, and we would never intentionally do anything to jeopardize that relationship. At the same time, however, we have a responsibility to be consistent in our claim resolution procedures and apply them fairly to each claim.
  For the Guests review, Spirit Airlines has posted at our ticket counters and boarding gates a Notice of Incorporated Terms. This notice contains information regarding baggage claims, including notification of liability limitations. While the terms of our Contract of Carriage may seem unusual, they are consistent with those of other airlines, and we regret you were not familiar with the baggage liability of Spirit at the time of your trip.
  Based upon your request for reconsideration, your claim has been carefully re-evaluated with the Management of Spirit Baggage Claims. We have concluded that the decisions concerning your claim are in complete accordance with our policies and found no new information that would cause us to alter our original decision.
  We regret that our response could not be more favorable. We hope you will understand our position and will not allow this experience to permanently tarnish your image of our airline.

   

  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:07/15/2025

  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 July 10, 2025, I paid Spirit Airlines $896.37 for a Go Big package (confirmation #ZKE9SP) which included priority check-in, carry-on and checked bag, a Big Front Seat, snacks, Wi-Fi, TSA PreCheck, and more. I arrived 3 hours early for my flight from ******* to ******* (Flight 1069). Once boarded, we were told the flight was being refueled due to rerouting. The pilot and flight attendant did not cite weather, and I was assured I would not miss my connection. However, when we landed in *******, I and 8 other passengers were delayed by security checks and ran to our connection gate (Gate 14) at 9:54 AM, only to find the door already closed while the plane was still at the gate. **** staff were not yet in place to move the plane, and 4 Spirit gate employees exited the jet bridge 15 minutes later, proving boarding could have continued. I missed my connection, a day of my prepaid hotel stay, a show, and time with family. Additionally, Wi-Fi was unavailable on the rescheduled flight, and TSA Precheck was not honored during my return from *********. I was later offered only a $30 voucher and told the delay was due to weather which contradicts the information given on the plane. I am seeking a full refund for services not rendered and a correction of Spirits false claims regarding the delay reason.

  Business Response

  Date: 07/16/2025

  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 sincerely apologize for the delay of Spirit flight 1069 on 07/10/2025. Sometimes the circumstances make it completely unavoidable. Our record shows that your flight was delayed due to the weather. We would rather ground a flight than jeopardize the safety of our passengers and crew. You deserve a smooth and trouble-free experience when you travel with us. Im truly sorry that this trip was an exception.  

   
  I apologize but we cannot provide any reimbursement because the reason for the flight disruption is completely beyond our control. We regret any frustration this may cause. Please know that when these unexpected situations happen, such as a 2-hour delay or more, or a canceled flight, we can cancel the flight and issued a full refund, rebook to the next available flight, or we can issue a reservation credit good for 5 years for the unused segment to your itinerary. The notes in your reservation indicates that you were able to board the flight. That being said, we are unable to uphold your request. Spirit does not issue refunds for services rendered. 
   
  We always try to offer a fun and positive flight experience and we hope your next flight is that. Because we appreciate your patience and understanding, we issued a Future Travel Voucher on your reservation.  
  
  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. Vouchers cannot be used towards onboard purchases, services, travel insurance, or vacation packages. Vouchers are nontransferable and valid for single use only. 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 ************. 
  
  Voucher code: 58213360442600001
  Expiration: July 14, 2026 
  Amount: $30.00 
  
  For information on how to redeem your voucher, ***************************************************************************************************;

  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 flight. 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.

  I have included a link below so that you can submit a refund request.
  Had difficulty using Spirit Wi-Fi?  Spirit Support

   

  Have a great day! 

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23601903
  
  I am rejecting this response because: Dear Spirit Airlines Representative,
  Thank you for your response. However, I must respectfully reject the explanation and the $30 voucher offer, as it does not address the real issues raised in my complaint.
  Your message claims that the delay on Flight 1069 on July 10, 2025, was due to weather. This is inaccurate and misleading. The pilot and flight crew explicitly stated the delay was due to rerouting and the need to refuel. There was no mention of weather at any point during the flight or while we were grounded in ********
  If the delay was genuinely weather-related, Spirit would have stated that clearly at the time not after the fact in a response to a complaint. What I and other passengers experienced was not a weather delay, but a service breakdown and mishandling of connections, despite Spirit staff having been notified.
  To recap:
  I paid $896.37 for a premium Go Big package that included Wi-Fi, TSA PreCheck, and priority support.
  I was reassured by your flight crew that I would make my connecting flight, despite the delay.
  I, along with 8 other passengers, arrived at the connecting gate at 9:54 AM  the plane was still at the gate, but the doors were closed.
  Gate crew exited the jet bridge 15 minutes later, and the ramp crew had not yet positioned to move the plane when we arrived.
  The ************* was not available as promised, and TSA PreCheck was not honored during my return from **********
  I lost a full day of my hotel reservation, show, and time with family and friends due to this missed connection.
  Your response, while polite, fails to acknowledge the actual events and falsely shifts the blame to weather to avoid refunding customers. That is not accountability it is deflection.
  Therefore, I am reiterating my request for:
  A full refund of $896.37, due to failed delivery of paid services and mishandled connection.
  An official correction of the record that the delay was due to refueling/rerouting, not weather.
  An acknowledgment that a $30 voucher is not an acceptable or fair resolution for a nearly $900 disruption.
  If this matter is not resolved, I will escalate further through the *********************************, state consumer protection authorities, and public travel forums to ensure other consumers are made aware of these misleading practices.
  Sincerely,
  ******* *******
  Confirmation #: ZKE9SP
  Complaint ID: ********
  ***********************************
  **************
  
  
  
  

  Business Response

  Date: 07/17/2025

  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.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23601903
  
  I am rejecting this response because:

  I do not accept the businesss response as satisfactory.  Spirit Airlines claim that the delay on Flight 1069 (July 10, 2025) was caused by weather is inaccurate and misleading. The pilot and flight attendant clearly stated the delay was due to rerouting and refueling not weather. This misclassification disqualified me from receiving a proper refund, which I believe is deceptive.
  
  Additionally, the services I paid for under the $896.37 Go Big package including TSA PreCheck access, Wi-Fi, and timely connections were not delivered. I was also denied boarding for my connecting flight while gate staff were still present, and the ground crew was not in position, delaying the planes departure by several more minutes. This proves the connecting flight could have waited, especially since I was already at the gate area.
  
  A $30 voucher is an unacceptable resolution. I am requesting a full or partial refund based on:
  
  Failure to deliver promised services
  Mishandling of delay classification
  Additional out-of-pocket expenses incurred due to Spirits operational failure
  
  I request that BBB keep this complaint open until Spirit provides a reasonable and fact-based resolution.
  
  Sincerely,
  ******* *******
  
  
  
  
  

  Customer Answer

  Date: 07/18/2025

  Thank you for your support in facilitating communication with Spirit Airlines. I would like to formally state that I am not satisfied with the resolution provided by the business.
  
  
  Spirit Airlines continues to classify the disruption of Flight 1069 (on July 10, 2025) as weather-related, despite the flight crew clearly stating it was due to rerouting and refueling delays, which are operational not weatherissues. This misclassification denied me access to a refund for services that were not delivered, including Wi-Fi access, TSA PreCheck, and timely flight connections included in the $896.37 Go Big package.
  
  
  Furthermore, the $30 voucher issued is inadequate and dismissive, given the extent of the inconvenience and failure to provide what was paid for. The response lacked accountability, ignored the evidence I submitted, and dismissed the actual cause of the delay, which was acknowledged by Spirit staff during the flight.
  
  
  I hope my experience is taken seriously, and I encourage Spirit Airlines to revise its customer service approach to more fairly address legitimate concerns. I appreciate the opportunity to make my voice heard through this process.
  
  
  Sincerely,
  ******* *******
  
  

• Initial Complaint

  Date:07/14/2025

  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.

  Spirit Airlines violated the agreement outlined in new terms for flight delays, delaying my departing flight from ****** to ********** by more than 4 hours and refusing to accommodate based upon refund policy. The gate attendant refused to refund and Spirit now refuses to adhere to any form of compensation besides flight credit that is less than 30% of the purchase value. I am demanding a full refund that was wrongfully denied for the return flight of my ****** to ********** itinerary.

  Business Response

  Date: 07/16/2025

  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 to your delayed flight. 
  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.
  
  If travel has been boarded, there is no refund due as Spirit does not issue refunds for services rendered. 
  
  For further review, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  Have a great day! 

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23599278
  
  I am rejecting this response because: Spirit refused to refund at the gate as promised and guaranteed by the *** so by violating my consumer rights, Spirit is obligated to refund this flight or provide me the small claims registered agent for all costs and fees associated with prosecution of this case
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/21/2025

  Any legal communications should be addressed to:
  Spirit Legal Dept.
  ***********************;
  *********************

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23599278
  
  I am rejecting this response because: I will proceed with small claims complaint but would like to acknowledge the complaint is not resolved 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/14/2025

  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.

  I am deeply disappointed in how Spirit Airlines handled damage to my mothers ****** during our travel over a year ago. Despite reporting the incident in the correct airport (*******, **) and within the required timeframe, Spirit continues to claim no report was filed and keeps investigating the wrong airport entirely (************, **).This was not just any item, it was a medical mobility device essential to my mothers independence. It was dropped and damaged, and then having Spirit refuse accountability, has been frustrating and heartbreaking.Even after multiple correspondences, Spirit keeps hiding behind their 4-hour rule and insists no claim was filed, which is simply false. We made the report right away at the correct location, yet the company refuses to pull the records from the correct station and keeps sending canned apologies that dont resolve anything.I expected better care for a passenger with special needs, and at minimum, I expected honesty and accountability. Sadly, Spirit has shown neither. I won't recommend them to anyone traveling with special needs or anyone who expects even a basic level of customer service when something goes wrong.

  Business Response

  Date: 07/16/2025

  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.  Ive gone ahead and 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: 07/17/2025

   
  Complaint: 23592896
  
  I am rejecting this response because:

  My mother and I have recieved this exact same correspondence from Spirit Airlines for the past year since the incident occurred. Therefore, I will only accept Spirit Airlines taking accountability for dropping and damaging my mother's ****** from their plane in *******, ******* taking away her independence and equity as a human. The situation has also left her at a great disadvantage financially with having to rent a mobility device immediately after the incident and then purchase a whole new one when we returned back home.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 07/17/2025

  As previously stated,  Ive gone ahead and 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.
  
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23592896
  
  I am rejecting this response because:

  Please do not send me another message from Spirit Airlines until they have a solution. They only play games and this it their strategy to act as if they are working on the issue to sooth this complaint and remove the BBB. Then they will send me the same message they have sent me for the past ****************************************** the wrong state and that my family and I filed the claim outside their allotted time frame; all of which is false. Overall they will deny the damage and not take accountability for the damage. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 07/18/2025

  The below was sent to the guest on 07/15/25

   

  Hi Ms. ******************** for reaching out to Spirit Support. 
  
  I'm so sorry that your 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

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23592896
  
  I am rejecting this response because:

  I'll wait for Spirit Airlines to fully take accountability for their actions.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 07/21/2025

  Hi ******** *****,
  
  Thank you for your patience throughout this investigation process. My name is ******* and Im from the?Corporate?Disability Team here at Spirit. On behalf of Spirit, Im really sorry that you were disappointed in the service ***** received. I assure you that we take pride in offering quality service to all of our guests, especially those traveling with special needs. Immediately upon receiving your correspondence, we reached out to our ************ (MYR) station management for reports related to the incidents you describe. Im grateful for the opportunity to address your concerns. 
  
  As stated in our Contract of Carriage, a document you agreed to upon completing your reservation, it informs our Guests about the timeline required in order to submit a claim should their checked item be mishandled. Reports should be made within 4 hours of a Guests arrival to their destination. If a report is not filed, the assumption is that your item was returned to you in the condition it was received.  
  
  Upon receiving your correspondence, we reached out to our ************ **************** team for further information. Our agents advised that we were never notified upon your arrival that your ****** endured any damages. Additionally, I do not see that you filed a claim within the allotted timeframe. Since a Spirit Representative was not notified about the damages within the allotted 4-hour time-frame, I have determined that our service met the standards set out by both ourselves and the **************************** (DOT); however, this doesnt mean we arent very sorry for your experience. I trust that I've addressed your concerns in a satisfactory manner, and I am required to inform you that you have the right to pursue DOT enforcement action in accordance with ACAA and DOT rule 14 CFR Part 382. 
  
  Should you encounter any problems when traveling with us in the future, we encourage you to ask our Spirit customer service personnel for a Complaint Resolution Official (CRO). Our CROs have been specially trained and are aware of applicable DOT disability regulations. Our CROs are available at all airport locations and will be glad to respond to your concerns. 
  
  Please feel free to contact me if you have any questions, Im more than happy to assist.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23592896
  
  I am rejecting this response because:

  For the 100th time, the incident occurred during our layover flight in *******, ************; on the way to ************, ***************  The incident was reported to baggage claim personnel in *******, ********  
  

   

  NOT ****** BEACH

  ORLANDO

  ORLANDO 

  ORLANDO 

  Check the reports, files, and claims in *******, ******* for goodness sake. I have been saying this for an entire year and you all continue to blatantly ignore me. Therefore, I  will keep my case open with the BBB. 

  One more time...where did was my mother's ****** thrown and damaged from a Spirit Airlines plane? *******,  ******* during the layover to ************, *************** 

  *******, ************;

  ******** *****

• Initial Complaint

  Date:07/13/2025

  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 contacted Spirit via live chat on February 11, 2025 and requested a free upgrade due to prior booking issues. The agent confirmed an upgrade to the "Go Big" option, but never disclosed the price or asked for payment authorization. I was later charged for the upgrade without consent. would never have accepted it if the cost had been disclosed. Spirit has since refused a refund. I have the full chat transcript showing no pricing or approval. am seeking a full refund of the unauthorized charge.

  Business Response

  Date: 07/16/2025

  
  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 truly apologize for any difficulties encountered with your reservation. Our records show the AMEX  card on file is currently in dispute. Any credit card disputes received by our accounting department will be investigated and handled in conjunction with the financial institution.  As such all funds have been frozen until the ***** business days investigation has been cleared. At this moment we do not have any further information to provide, and we also cannot refund or issue any compensation as there is an investigation underway. Please contact your financial institution for further assistance. 

  Customer Answer

  Date: 07/16/2025

  Hello,

  Thank you for the update, but your information is incorrect. The dispute with **************** has already been closed, and **** has confirmed it is no longer under review.

  Since there is no ongoing investigation, your justification for withholding a refund is invalid.

  As I've stated, this charge was unauthorized have written proof in your own agent chat where the upgrade was applied without disclosing the price or asking for payment approval.

  am now demanding a full refund. If not resolved immediately, I will file a formal complaint with the ********************************* and pursue legal action through small claims court.

   

  Sincerely,

  ***** Mutzen 

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23593950
  
  Hello,
  
  Thank you for the update, but your information is incorrect. The dispute with **************** has already been closed, and **** has confirmed it is no longer under review.
  
  Since there is no ongoing investigation, your justification for withholding a refund is invalid.
  As I've stated, this charge was unauthorized have written proof in your own agent chat where the upgrade was applied without disclosing the price or asking for payment approval.
  am now demanding a full refund. If not resolved immediately, I will file a formal complaint with the ********************************* and pursue legal action through small claims court.
   
  Sincerely,
  ***** Mutzen 

  Business Response

  Date: 07/17/2025

  As previously stated, Our records show the **** card on file is currently in dispute. Any credit card disputes received by our accounting department will be investigated and handled in conjunction with the financial institution.  As such all funds have been frozen until the ***** business days investigation has been cleared. At this moment we do not have any further information to provide, and we also cannot refund or issue any compensation as there is an investigation underway. Please contact your financial institution for further assistance. 

  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.