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Spirit AirlinesHeadquarters
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Complaints
This profile includes complaints for Spirit Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,214 total complaints in the last 3 years.
- 908 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/23/2025
Type:Product IssuesStatus: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 Against Spirit Airlines Flight Confirmation: GSEHKR Flights: 700 (****** ? *******), 2178 (******* ? ******)Date: Sept 23, 2025 I am filing a complaint against Spirit Airlines for multiple last-minute flight changes that caused significant financial and professional ******* original flight from ****** to ****** (via *******) was scheduled for 5:15 AM. At 1:21 AM, I was notified of a delay to 8:30 AM. At 7:21 AM, the departure was changed again to 10:10 AM. Finally, at 8:41 AM, it was delayed to 10:40 AM. These repeated schedule changes meant I would not arrive in ****** until the following day, forcing me to spend the night at ****************I contacted Spirits customer service through the web portal to request rebooking for Sept 24, but was told no flights were available. With no alternative offered, I was left with no choice but to cancel my ticket.This caused me serious harm for two reasons:I had to cancel client appointments on Sept 2324 in ********, **, losing business opportunities.I was forced to purchase a last-minute ticket on American Airlines (confirmation IQRVUT) for $287.97 to fulfill my obligations.Spirit Airlines not only failed to provide reliable service but also failed to offer a viable solution. The repeated delays, lack of rebooking options, and ultimate cancellation created undue stress, financial loss, and professional disruption.I respectfully request:- Reimbursement of $287.97 for the American Airlines replacement flight.- Consideration for additional compensation for the inconvenience and business loss caused.Sincerely,***** ******Business Response
Date: 09/24/2025
Hi *****,
Thank you for reaching out to Spirit!
We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
I am sorry to hear about your booking issue in reference to your delayed flight.
Our records show their MCI-MCO flight was delayed due to a bird strike that prompted a mandatory aircraft inspection, as mandated by the *** (*******************************). Please know that the safety of our valued guests and crew members is our priority. When a decision to ground a flight is made, it is done with careful consideration.
We always aim to provide a trouble-free flight experience, but some situations are truly uncontrollable
When this happens, the options available to our Guests are a refund of the affected unused flight segment, re-accommodation on the next available Spirit flight or a Reservation Credit for the unused flight. In these situations we dont offer hotel accommodations; refund for additional expense or other transportation.
We always aim to provide a trouble-free flight 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 flights 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 flight will only risk our guests. I hope you understand.
In your situation, I do see a full refund was issued. $87.88 was credited back to your MASTER card ending in 4453 & $65.00 was refunded to the MASTER card ending in 0813 on 09/23/2025. 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 delay was caused 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.
While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon.
Thank you for choosing Spirit!Customer Answer
Date: 09/24/2025
Complaint: 23925963
I am rejecting this response because:
DOT rules clearly state that when a flight is canceled or significantly delayed, passengers are entitled not only to a prompt refund but also to fair treatment. Spirit claims the disruption was caused by bird strike and weather, yet the real issue is Spirits systemic inability to provide same-day re-accommodation. Unlike major carriers, Spirits business modeloperating with limited flight frequenciesleaves passengers stranded without alternatives. This is not an uncontrollable circumstance, but a foreseeable consequence of underserving routes without backup plans.
DOT guidance makes it clear: airlines cannot absolve themselves of responsibility when cancellations or delays expose passengers to financial losses. Spirits refusal to provide meals, hotel accommodations, or reimbursement for alternative transportation shifts the burden entirely onto the consumer, violating both DOTs Enforcement Notice on Refunds (April 2020, reaffirmed 2022) and principles of fair treatment established under federal consumer protection standards.
By continuing to sell tickets on schedules it cannot realistically support, Spirit knowingly transfers operational risk to passengers, which is deceptive and unfair. Issuing a refund alone does not compensate for the additional, unavoidable expenses incurred because Spirit failed to provide reasonable re-accommodation.
I respectfully request that the BBB acknowledge this as part of a broader pattern of neglect by Spirit Airlines and require reimbursement for the documented out-of-pocket expenses caused by this failure. Spirits current refund only posture is inconsistent with DOTs regulations and consumer protection principles.
Sincerely,
***** ******Customer Answer
Date: 09/24/2025
Subject: Response to Spirit Airlines Denial of Compensation
Dear BBB,
I respectfully reject Spirit Airlines response to my complaint. While I acknowledge that bird strikes and weather may affect operations, Spirits failure to provide reasonable re-accommodation transformed this incident into a constructive cancellation, as recognized by the ********************************* (***). Spirit repeatedly changed my flight schedule, ultimately leaving me stranded overnight in ******* with no available alternative flights until the following day.
DOT guidelines require airlines to refund passengers for canceled flights, but they also state that carriers remain responsible when they cannot provide timely re-accommodation. Spirits limited route network and inability to place me on a reasonable alternative flight directly caused my financial damages. I was forced to purchase a last-minute American Airlines ticket for $287.97 to meet my business obligations. Spirits refund of only the unused segment ($152.88) does not make me whole, as my losses far exceed that amount.
I am prepared to escalate this matter by filing a complaint with the ***************************************** and pursuing compensation through small claims court. I will also provide documentation of lost business opportunities, financial damages, and the alternative flight purchase.
I urge the BBB to hold Spirit accountable for failing to adequately protect passengers when operational issues occur. I am seeking reimbursement for the cost of my replacement ticket and recognition of the significant hardship caused by Spirits operational deficiencies.
Respectfully,
***** *****Business Response
Date: 09/25/2025
As previously stated, since this delay was caused 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.
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: 09/25/2025
Complaint: 23925963
I am rejecting this response because:
Final Response to BBB Complaint Against Spirit Airlines
I appreciate Spirits reply, but I must respectfully disagree with their position.
While I understand that bird strikes may fall outside of Spirits direct control, what is within Spirits control is how they manage their operations and obligations to passengers afterward. In my case, Spirit:
Repeatedly changed my flight times (three separate notifications in less than 8 hours).
Failed to provide a reasonable alternative to reach my final destination within the timeframe of my paid itinerary.
Offered only a refund for the unused ticket, ignoring the consequential damages caused by their operational failures.
Because Spirit provided no viable option to meet my work obligations in ******/Stratham, **, I was forced to purchase a last-minute replacement ticket on American Airlines for $287.97. This was a direct and foreseeable consequence of Spirits failure to transport me as contracted.
DOT guidelines (14 CFR ***** and 14 CFR Part 250) make it clear that airlines must provide fair treatment to passengers during delays and cancellations, including timely communication and meaningful re-accommodation. Spirits refund only policy in such circumstances does not align with the intent of federal consumer protections.
I am therefore requesting:
Reimbursement of $287.97 (the cost of the replacement flight).
A formal review of Spirits handling of this matter, given the pattern of excessive delays and inadequate recovery options.
If this is not resolved through the BBB process, I am prepared to escalate the matter in Small Claims Court, where I will seek recovery of the above damages along with lost business income resulting from Spirits failure to provide contracted transportation.
Respectfully,
***** *****Initial Complaint
Date:09/23/2025
Type:Billing IssuesStatus: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 25, 2025, Spirit Airlines charged me for second year of ************ membership though I didn't authorize a renewal. This business will likely not be around in a year. I canceled on the day they charged my credit card for $69.95. Spirit did not reverse it. I filed a dispute with my credit card, they issued credit while investigating. My credit card stated they couldn't resolve and re-charged me in August. I have contacted Spirit and they stated that since I have a dispute, they can't help. What is worse is that I don't have a membership, nor do I have my refund. If they charged a renewal, I didn't have access to membership when I booked a recent flight. I have attached my credit card statement with the charge that ******** put back on my statement since there was no resolution. My Spirit account number is **********.Business Response
Date: 09/23/2025
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 MASTER 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: 09/23/2025
Complaint: 23921508
I am rejecting this response because:I have been told the same response when I called Spirit. They insist i deal with credit card company. Credit card company says to deal with Spirit. This is insane that Spirit keeps with the same story. Either issue a credit or reinstate my membership since they already charged it.
Sincerely,
****** ******Business Response
Date: 09/24/2025
As previously stated, Our records show the MASTER 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.
Customer Answer
Date: 09/24/2025
Complaint: 23921508
I am rejecting this response because:My credit card dispute has been closed. They are no longer dealing with Spirit and asked me to resolve with Spirit myself.
Do the honorable thing and issue my refund. You are in bankruptcy proceedings and will not be in business much longer. It is no wonder with this horrible customer service
Sincerely,
****** ******Initial Complaint
Date:09/22/2025
Type:Billing IssuesStatus: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 recently encountered a troubling situation with Spirit Airlines, where I was essentially defrauded of my Free Spirit points due to an error in my date of birth. When I booked the flights, I used the correct information, and I paid for them in full. However, when I tried to redeem my points, I discovered that my account had been locked or the points were not available because my date of birth was entered incorrectlywhether by me or Spirit during registration, I don't know.Despite having clear records showing my payment for the flights and proof of my Free Spirit membership, Spirit Airlines has refused to amend the mistake. Ive provided all the necessary documentation, but they continue to claim that they cannot correct the error or grant me the points I rightfully earned. This has led to a feeling of being defrauded, as I am unable to use the points I accumulated from flights I fully paid for, and my attempts to resolve the situation have been met with constant refusal.I feel stuck in a situation where I am being penalized for an error that was either a system glitch or a clerical mistake that could easily be rectified, yet the airline refuses to cooperate despite the clear evidence of my rights to the points. Its incredibly frustrating to be treated this way after being a loyal customer.Business Response
Date: 09/23/2025
Hi *******,
Thank you for reaching out to Spirit!
We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.I am sorry to hear about your booking issues in reference to your Free Spirit account.
******************** agents do not create Free Spirit accounts. All guest must sign up for an account on their own using the Spirit mobile app or website. It is the gust responsibility to ensure all information is correct before creating a profile or securing a booking. Once secured accounts cannot be edited.
Your most recent booking shows you secured it through ******. a separate entity from Spirit. Spirit is not liable or responsible for any booking's issues when guest use third-parties or travel agencies.
You were not logged into your Free Spirit account, had you been logged in, all personal information that you stored in your profile would have auto populated.
The information is your profile must match exactly to your booking and vice versa. As the accounts do not match the points cannot be added. There is no error on Spirit's part.
Customer Answer
Date: 09/23/2025
Complaint: 23916457
I am rejecting this response because: you are indeed incorrect! I didnt book on ****** I booked on the app and I cant login in to my free spirit or use that because the date of birth is incorrect. So what I need is all of my points credited to one account and I have receipts to prove my transactions.
Sincerely,
******* **********Business Response
Date: 09/24/2025
As previously stated, Your most recent booking shows you secured it through ******. a separate entity from Spirit. Spirit is not liable or responsible for any booking's issues when guest use third-parties or travel agencies.
You were not logged into your Free Spirit account, had you been logged in, all personal information that you stored in your profile would have auto populated.
The information is your profile must match exactly to your booking and vice versa. As the accounts do not match the points cannot be added. There is no error on Spirit's part.You can create a new Free Spirit account and attach the new number to your bookings.
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: 09/24/2025
Complaint: 23916457
I am rejecting this response because: the information you are providing doesnt fix my issue. The issue is the incorrect date of birth is attached to my account where I can prove I been on those flights and had issues at boarding because the person who help me at the desk create my account put the wrong DATE OF BIRTH . I am requesting that my information be updated and my points be processed for the multiple flights I have taken, then the issue would be resolved!
Sincerely,
******* **********Initial Complaint
Date:09/17/2025
Type:Product IssuesStatus: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 9/17/25 I was to depart ********* on Spirit Airlines, which messaged me all day that the flight was on time. I was notified at 3:00 that my 4:05 departure was delayed. Ok, things happen. At 5:00 I boarded the plane to learn the air conditioning was not working properly, ok things happen, just get me home. Then we are told the flight is delayed again due to the 2nd engine not wanting to start. By now, its after 6:00 and its hot. Everyone is asked to get off the plane and wait in the airport. I chat with the airline to receive an $24 meal voucher for 2 of us passengers. That doesnt buy 2 meals. I continue to chat online with Spirit because the time was 7:12 and we have no new departure time. I was issued a $20 flyer voucher that I will never use because of my experience. I have asked for a full refund but I was told my complaint will be expedited within the next 48 hours. What am I to do sitting in an airport with no new flight or time? The total spent for this flight was $276. The confirmation is RK86WPBusiness Response
Date: 09/19/2025
Hi Vodisca,
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 in reference to your delayed flight and overall experience.
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 your flight was delayed due to a maintenance-related issue. Delays and irregular operations, although rare, do occur. Please know that we never want to interrupt our guest's plans. We do all that we can to leave on time, but the safety of our guests and crew will always come first.
Travel has been fully boarded and completed. Spirit does not issue refunds for services rendered.
We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this delay affected your travel arrangements; unfortunately, we are unable to issue any further compensation for this delayed flight.
While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!Customer Answer
Date: 09/19/2025
Im sorry to hear that Spirit Airlines doesnt believe a 6 hour delay does not warrant a refund or any type of compensation other than a $30 fly voucher that I will never use. This may be one of the reasons they are in bankruptcy. I am not satisfied with this outcome.
Customer Answer
Date: 09/19/2025
Complaint: 23900452
Im sorry to hear that Spirit Airlines doesnt believe a 6 hour delay does not warrant a refund or any type of compensation other than a $30 fly voucher that I will never use. This may be one of the reasons they are in bankruptcy. I am not satisfied with this outcome.Business Response
Date: 09/22/2025
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: 09/23/2025
Complaint: 23900452
I am rejecting this response because:
Im sorry to hear you do not agree that a 6 hour delay does not warrant any kind of compensation. I will be giving you a bad review with this response. I did read on the *** guidelines that compensation should be due, but again a bankrupt company should in some way compensate being that you are trying to stay afloat. Keeping me satisfied would be much easier than a bad review being posted that could hurt your business more.
Sincerely,
Vodisca ****Initial Complaint
Date:09/17/2025
Type:Billing IssuesStatus: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.
Back on 6/11/2025, Spirit Customer Support reversed some cancellation fee that was charged on one of my earlier flights and re-issued the credit of $185.36 back to my reservation booked under me and my husband (the reservation code VLDJVM). This credit should be valid until 6/11/2026. Today, 9/17, when I tried to use this credit of $185.36 to make a new booking on **************************, it showed the credit was gone. I called Spirit and was told that the credit was used on 8/31/2025 by someone to make a booking under my name, and that reservation was cancelled immediately by that person. Therefore, the credit of $185.36 went to that new reservation made on 8/31./2025. I DID NOT make this reservation on 8/31/2025, nor did my husband. How can someone make a booking with MY reservation credit and MY name WITHOUT my knowledge? Apparently, there was someone who hacked into the Spirit Customer database to STEAL people's reservation credit and their customer information to make a new booking, then cancel the booking IMMEDIATELY to steal the credit that way. I urge Spirit to investigate this case, and whoever stole my reservation credit to make a booking on 8/31/2025 and then cancelled it IMMEDIATELY to grab the credit was the person who stole the customer info from ********************. This is just a new way to commit a crime to steal money from Spirit's customers by either some hackers out on the internet or someone working internally within Spirit.I also request Spirit to return the credit of $185.36 back to me, since it was stolen from your end. I can provide further details by phone or email. Thank you!Business Response
Date: 09/22/2025
Hi Danli,
Thank you for reaching out to Spirit!
We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
I am sorry to hear about your booking issue in reference to your Reservation Credit. I have just reinstated your Reservation Credit. 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 Code: VLDJVM
Amount: $185.36
Expiration: September 22, 2026
Click here for more information on how to redeem your credit.
(Travel does not have to be completed by that date; however, a new reservation must be secured).
We strongly suggest changing your Free Spirit account password if you have one and haven't already done so, clearing out your browser cookies and cache and redeeming your Reservation Credit as soon as possible.
We look forward to serving you on your next flight.Customer Answer
Date: 09/22/2025
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:09/17/2025
Type:Product IssuesStatus: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 flew spirit airlines on 8/23/2025 from ***** to ******* which I paid for extra leg room seating. When I arrived at my seats the stewardess informed me this particular plane hadn't been retrofitted for extra leg room yet in the row I was seating in. I called Spirit the same day and they agreed based off my online purchase reservation of extra leg room and stated my concern for a refund would be forwarded and someone would contact me in 2 business days. Well it's almost been a month and I haven't heard from anyone at Spirit. I understand mistakes can be made but if you take my money for a service you can't provide because it doesn't exist on a particular plane. There should be a immediate refund and some type of extra perk/compensation. I always pay for extra leg room when I fly Spirit due to needing that extra leg space so this particular flight was very uncomfortable. Spirit please do the right thing.Business Response
Date: 09/19/2025
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.
To better assist you, please provide your confirmation code, and e-mail address used when booking your reservation.
Have a great day!Customer Answer
Date: 09/19/2025
Complaint: 23896566
I am rejecting this response because:
As requested see belowConfrim#-OQ4CJK
***************************
Sincerely,
*********** ******Business Response
Date: 09/22/2025
Spirit is in the process of expanding our Premium Economy section. Over the next several months, we will be updating aircraft from 12 Premium Seats with a blocked middle to 42 Premium Seats with extra legroom (and no blocked middle).
During the retrofitting timeframe, Guests who purchase Premium Economy will receive either a blocked middle seat or a seat with extra legroom depending on if the aircraft used for their travel has been updated to the new configuration or not. Aircraft models can change prior to departure so we cannot definitively guarantee which type of Premium Seat you will receive.
As outlined and agreed upon in Spirits Contract of Carriage, Spirit may, without notice, substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the reservation.
Our records show travel has been boarded and completed. Spirit does not issue refunds for services rendered. However, a courtesy refund was issued on 08/25/25 for the seat fees. There is no further refund due nor is any compensation due. $120.00 has been refunded to the MASTER card ending in 6831. 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.
While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!Customer Answer
Date: 09/22/2025
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:09/12/2025
Type:Service or Repair IssuesStatus: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.
Today my husband ,my baby and i had a flight at 8:00am with spirit airlines, and we arrived there at 5:50 am and we stood in line to check in and wait for more than 1 hour and half we warned the employees several times that it was almost time to board and they simply said that we have to wait in line because of the baby and for that reason we remained there until it was our turn and they said that we missed the flight and they could not do anything about it if we wanted to still go we have to buy another tickets they treated us very badly were very disrespectful, racist and were discriminating against us without any consideration for our baby who was already there for more than 2 hours. I'm very disgusted with this treatment. I am demanding my money back since i arrived on time, was ready on time and prepared to make flight accordingly. With this in mind the staff at spirit showed no remorse and stated they would not refund me even though all of these actions were out of my control.Business Response
Date: 09/17/2025
Hi Poliane,
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: OMUIUG
Amount: $127.98
Expiration date: September 15, 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: 09/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *****Initial Complaint
Date:09/12/2025
Type:Service or Repair IssuesStatus: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 when to ********* sept 7 2025 on the this airline company. they keep change my air fly it was at 5.30am, change to 6.30 am to ********* . was not change so get my fly done on sept 10 they change my fly( 1.) was 2.45pm (2) then 7.00am i call them can do 7.00 am becasue had to turn checkout and return the car at **** on sept 10. 2025 . told me I accept the 7.00am I did not tell them i accept the 7.00 am i was flying with a friend , they said i have to pay to change my fly , I told them you are the one change my fly , I just want the original fly out of ********* of cancel my fly and fine a other way , they said they can not do the so i ask what time do they have late , 7.45pm I paid $62.00 to change this , then they where making people pay $99.00 for there carry on , and make them get rid of Items , not fair ,Customer Answer
Date: 09/15/2025
light 3650 Update with service from LAS to SMF
Inbox
********* to **********
Wed, Sep 10 7:59?PM - 9:41?PM
LAS
7:59?PM2:45?PM
1h 42m
SMF
4:19?PM9:41?PM
Confirmation
PL9UPZ
Spirit Airlines
NK3650
Based on 12 emails
Correct?
Spirit Airlines <***********************************************************************************************************************>
Wed, Sep 10, 2:21?PM (5 days ago)
to me
Confirmation Number: PL9UPZ
Dear Guest,
We wanted to inform you that Flight 3650 scheduled for Wednesday, September 10 has changed departure gate.
Your flight is now departing from Gate A15. We will keep you updated on any further developments.
Reminder: Things change quickly, so please keep an eye on your email and the Spirit Airlines App for additional updates. We recommend being at the airport at least 2 hours prior to domestic departures.
Sincerely,
Your friends at Spirit
Wednesday, September 10
*********, *******;(LAS) **********, *******;(SMF)
7:59 PM 9:41 PM
Terminal: 1 Terminal: B
Gate: A07 A15 Gate: B11
Flight: 3650 ON TIME
Hotel Car Trips Partners
Please do not reply to this email. This message is sent from an unmonitored inbox. At Spirit Airlines, we hold your privacy concerns in the highest regard and we will never send spam. This is a transactional message related to upcoming travel on Spirit Airlines sent to ***********************************.
Spirit Airlines
****************************************************************
Copyright 2025 Spirit Airlines, **** All Rights Reserved.
Privacy Policy HelpCustomer Answer
Date: 09/15/2025
More Information...Hi ***** W ********,
Were reaching out to let you know that online check-in for your flight is now open. Save time at the airport by checking in online with our app or going to the airlines website.
Please note: Online check-in closes 2 hours before your flight departures time.
For any last-minute change of plans, please feel free to call us 24/7.
Or click here to chat with us
Your Trip Details: Booking #********
Airline Confirmation #PL9UPZ Flight No- 1485
Spirit Airlines I Operated By: Spirit Airlines
Las Vegas ***** **** intl. airport 1hr 34mins
**********
02:45 PM 04:19 PM
Sep 10, 2025 Sep 10, 2025
Get Real time flight updates for your trip on the CheapOair app!
Thank you for choosing CheapOair. We look forward to serving all your future travel needs.
Regards,
CheapOair.com
Contact us if you need assistance
***************
Get 24/7 Customer Support Need Help?
Chat with us
Wed love to help you
Download Our App Connect with Us
My Booking Privacy Policy FAQs
********* **************** All rights reserved. California CST #*******. Registration as a seller of travel does not constitute approval by the State of **********.
...
[Message clipped] View entire message i just recieved this emailCustomer Answer
Date: 09/15/2025
More Information...
Booking Confirmation Visit My Account
CheapOair Booking: 90622777 | *************************** | Booked On: Tue, Jun 10, 2025
Please check your terminal and gate information with the airline directly at least 24 hours before departure.
Flight Details Status: Check Now
Departing Flight Make Changes
Spirit Airlines
Flight 2651
Aircraft: 32S
Airbus Industries A318/319/320/321 126 STD SEATS
Nonstop | Coach - Basic Economy
Baggage Fees | Visa & Passport Info
Terminal & Gate Information
Sun, Sep 07, 2025
**********, **********
SMF - 6:30 am
********* ***** **** intl. airport, ******
LAS - 7:57 am
Sun, Sep 07, 2025 Travel Time:
1h 27m
Airline Confirmation
PL9UPZ
Seats Selected:
23D - CONFIRMED
Click here to chat
for help & support
Returning Flight Make Changes
Spirit Airlines
Flight 1485
Aircraft: 32S
Airbus Industries A318/319/320/321 126 STD SEATS
Nonstop | Coach - Basic Economy
Baggage Fees | Visa & Passport Info
Terminal & Gate Information
Wed, Sep 10, 2025
********* ***** **** intl. airport, ******
LAS - 2:45 pm
**********, **********
SMF - 4:19 pm
Wed, Sep 10, 2025 Travel Time:
1h 34m
Airline Confirmation
PL9UPZ
Click here to chat
for help & support
Check airline FareRules Most airlines charge baggage fees, check the Baggage Fees for complete details.
Traveler Information
Travelers 18+ need a REAL ID drivers license or other accepted form of ID (e.g. passport) to fly within the ******************** Number First Name Middle Name Last Name Requests Gender
1 PL9UPZ ***** W ******** Female
Disclaimer: Not all flights offer free meals. Any specific request you may have will be sent to the airline(s). Please contact your airline(s) directly, prior to your departure date, to confirm what meal options may be available and if your other requests can be fulfilled.
Car Details Status: Check Now
Managers Special Location:
Free Shuttle Days:
4
Car Pick-Up
Sun, Sep 07, 2025 - 07:30 AM
***************
******************************* *****
Car Drop-off
Wed, Sep 10, 2025 - 02:00 PM
***************
******************************* *****
CheapOair Booking:
90622950
Car Confirmation:
A1TL0125D1
Amount paid: $54.04
Amount to be paid: $141.42
Type Driver Mileage
Managers Special
Compact or Better or similar Automatic, Air Conditioned ***** W ******** Unlimited
Special Note:
Upon check-in at the rental car counter, you will be asked to provide your "Car Confirmation" number and Last Name to facilitate locating your reservation. If you have purchased the Rental Car Damage Protection Plan, please bring a copy of the "Description of Coverage" and keep it with you, or in the car, at all times. The "Description of Coverage" should be presented to the rental car agent.
Review the Car Policy to avoid unexpected charges or restrictions.
Billing Details (USD)
Flight Price Details
1 Senior Ticket $80.03
Travel Protection $9.95
Traveler Assist Classic $10.95
Automated Check-In $4.95
ESA Fee $4.95
Paid Seats $15.00
Subtotal $125.83
Flight Total $125.83
Car Rental Details
Car Rental $82.00
Booking Fee $14.24
Protect your car (CDW) $39.80
Subtotal $136.04
Other Taxes and Surcharges $59.42
Car Rental Total $195.46
Charged at booking $54.04
To be paid at rental desk $141.42
Total Charge: $321.29
Please Note :
All fares are quoted in USD
Car Rental Notice: Actual total cost might vary based on additional items added or services used.
Your credit card may be billed in multiple charges totaling the above amount.
Some airlines may charge Baggage Fees.
The Travel Protection plan cost includes the plan premium and a fee for non-insurance assistance services. Please see important disclosures at Trip Mate .
The Travel Protection plan cost includes the plan premium and a fee for non-insurance assistance services. Please see important disclosures at Trip Mate .
Cancel and Refund Policy:
Car: In the event of cancellation any booking fee already paid is non-refundable.
TripAdd Extras
SmartDelay
Free access to an airport lounge if your flight is delayed by over 2 hours.
Turn flight delay stress into lounge rest! If your flight is delayed by 2 hours or more, enjoy free access to the airport lounge, where you can relax and unwind.
Covered flights: NK2651, NK1485. There must be an adult (18 years old or above) among the passengers to access this service. The service cannot be transferred to other flight numbers or dates. $5.96
Add TripAdd Extras
TripAdd Terms and Conditions
Delayed Baggage Protection
Learn More ? Delayed Baggage Protection $9.95
Pay you $1000, minimum, per bag, if your bags are not returned to you within 96 hours.
Find and return all of your delayed baggage right to you.
Add Delayed Baggage Protection
Service is applicable to this itinerary only. Any changes must be reported to ***************************************** prior to your new flight's departure with your Service Agreement Number in the subject line. Purchase of additional service may be required.
By clicking Add Delayed Baggage Protection, I agree I have read and accepted the Terms and Conditions .
Seat Assignment Enhanced Seat Assignment Program
You are now entitled to specialized seating assistance and can customize your flying experience so its as pleasant and convenient as possible!
Here are the benefits of Enhanced Seat Assignment:
Access to our ********************* for any seat assistance and for other travel related services such as meals and special requests.
Guaranteed response time of 6 hours.
Our Seat Assignment Specialists will work to find the best available seat.
Coupon does not have any cash value. Can only be used for any future air/hotel booking on CheapOair.com.
For more details on coupon redemption, Click here.
Traveler Assist Classic
Global Travel Assist Classic Learn More ?
Call us and get help with the personal service you deserve. Coverage is valid for up to 2 days after returning from your trip
Travel Medical Assistance*
Personal assistance service
Visa and passport assistance
Call: ************** Collect: **************
Available 24/7
Coupon does not have any cash value. Can only be used for any future air/hotel booking on CheapOair.com.
For more details on coupon redemption, click here*This is not medical insurance. Payments for medical services are not included.
Airport Pick Up - Drop OffBook airport shuttles, taxis, buses, and limousines and avoid surge fees
Pickup: Your Home
Drop: SMF Airport
Pickup: LAS Airport
Drop: Choose your destination
Search
Car Protection Plan
Learn More ? Your rental car is now covered!
Thank you, we have added the Collision Damage Waiver plan (CDW) to your rental.
Click here to view and print the Plan Document and Disclaimer. Please present the Plan Document at the counter.
Flight Booking Terms & Conditions
Notice - Ticket Policies, Rules and Restrictions
Once purchased, most tickets are non-refundable and non-transferable. All service fees are non-refundable. Name changes are not permitted. Prices do not include Baggage and Carry-On Fees or other fees charged directly by the airline. Fares are not guaranteed until ticketed. All changes are subject to availability, additional fees, airlines rules and regulations. All travelers must confirm that their travel documents required are current and valid for your destination.
...
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[email protected]
Flight Booking Terms & Conditions
Notice - Ticket Policies, Rules and Restrictions
Once purchased, most tickets are non-refundable and non-transferable. All service fees are non-refundable. Name changes are not permitted. Prices do not include Baggage and Carry-On Fees or other fees charged directly by the airline. Fares are not guaranteed until ticketed. All changes are subject to availability, additional fees, airlines rules and regulations. All travelers must confirm that their travel documents required are current and valid for your destination.
...
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[email protected]
I fly in to Las Vagas on Step 7 looking for at ******* car rental. The
On Fri, Sep 5, 2025, 5:12?AM <[email protected]> wrote:
24/7 Customer Support
For any changes with your flight, date, route or names
Call us at ************** or Click here to chat with us View on website
Print Itinerary
Booking Confirmation Visit My Account
CheapOair Booking: 90622777 | *************************** | Booked On: Tue, Jun 10, 2025
Please check your terminal and gate information with the airline directly at least 24 hours before departure.
Flight Details Status: Check Now
Departing Flight Make Changes
Spirit Airlines
Flight 2651
Aircraft: 32S
Airbus Industries A318/319/320/321 126 STD SEATS
Nonstop | Coach - Basic Economy
Baggage Fees | Visa & Passport Info
Terminal & Gate Information
Sun, Sep 07, 2025
**********, **********
SMF - 6:30 am
Las Vegas ***** **** intl. airport, ******
LAS - 7:57 am
Sun, Sep 07, 2025 Travel Time:
1h 27m
Airline Confirmation
PL9UPZ
Seats Selected:
23D - CONFIRMED
Click here to chat
for help & support
Returning Flight Make Changes
Spirit Airlines
Flight 1485
Aircraft: 32S
Airbus Industries A318/319/320/321 126 STD SEATS
Nonstop | Coach - Basic Economy
Baggage Fees | Visa & Passport Info
Terminal & Gate Information
Wed, Sep 10, 2025
********* ***** **** intl. airport, ******
LAS - 2:45 pm
**********, **********
SMF - 4:19 pm
Wed, Sep 10, 2025 Travel Time:
1h 34m
Airline Confirmation
PL9UPZ
Click here to chat
for help & support
Check airline FareRules Most airlines charge baggage fees, check the Baggage Fees for complete details.
Traveler Information
Travelers 18+ need a REAL ID drivers license or other accepted form of ID (e.g. passport) to fly within the ******************** Number First Name Middle Name Last Name Requests Gender
1 PL9UPZ ***** W ******** Female
Disclaimer: Not all flights offer free meals. Any specific request you may have will be sent to the airline(s). Please contact your airline(s) directly, prior to your departure date, to confirm what meal options may be available and if your other requests can be fulfilled.
Car Details Status: Check Now
Managers Special Location:
Free Shuttle Days:
4
Car Pick-Up
Sun, Sep 07, 2025 - 07:30 AM
***************
******************************* *****
Car Drop-off
Wed, Sep 10, 2025 - 02:00 PM
***************
******************************* *****
CheapOair Booking:
90622950
Car Confirmation:
A1TL0125D1
Amount paid: $54.04
Amount to be paid: $141.42
Type Driver Mileage
Managers Special
Compact or Better or similar Automatic, Air Conditioned ***** W ******** Unlimited
Special Note:
Upon check-in at the rental car counter, you will be asked to provide your "Car Confirmation" number and Last Name to facilitate locating your reservation. If you have purchased the Rental Car Damage Protection Plan, please bring a copy of the "Description of Coverage" and keep it with you, or in the car, at all times. The "Description of Coverage" should be presented to the rental car agent.
Review the Car Policy to avoid unexpected charges or restrictions.
Billing Details (USD)
Flight Price Details
1 Senior Ticket $80.03
Travel Protection $9.95
Traveler Assist Classic $10.95
Automated Check-In $4.95
ESA Fee $4.95
Paid Seats $15.00
Subtotal $125.83
Flight Total $125.83
Car Rental Details
Car Rental $82.00
Booking Fee $14.24
Protect your car (CDW) $39.80
Subtotal $136.04
Other Taxes and Surcharges $59.42
Car Rental Total $195.46
Charged at booking $54.04
To be paid at rental desk $141.42
Total Charge: $321.29
Please Note :
All fares are quoted in USD
Car Rental Notice: Actual total cost might vary based on additional items added or services used.
Your credit card may be billed in multiple charges totaling the above amount.
Some airlines may charge Baggage Fees.
The Travel Protection plan cost includes the plan premium and a fee for non-insurance assistance services. Please see important disclosures at Trip Mate .
The Travel Protection plan cost includes the plan premium and a fee for non-insurance assistance services. Please see important disclosures at Trip Mate .
Cancel and Refund Policy:
Car: In the event of cancellation any booking fee already paid is non-refundable.
TripAdd Extras
SmartDelay
Free access to an airport lounge if your flight is delayed by over 2 hours.
Turn flight delay stress into lounge rest! If your flight is delayed by 2 hours or more, enjoy free access to the airport lounge, where you can relax and unwind.
Covered flights: NK2651, NK1485. There must be an adult (18 years old or above) among the passengers to access this service. The service cannot be transferred to other flight numbers or dates. $5.96
Add TripAdd Extras
TripAdd Terms and Conditions
Delayed Baggage Protection
Learn More ? Delayed Baggage Protection $9.95
Pay you $1000, minimum, per bag, if your bags are not returned to you within 96 hours.
Find and return all of your delayed baggage right to you.
Add Delayed Baggage Protection
Service is applicable to this itinerary only. Any changes must be reported to ***************************************** prior to your new flight's departure with your Service Agreement Number in the subject line. Purchase of additional service may be required.
By clicking Add Delayed Baggage Protection, I agree I have read and accepted the Terms and Conditions .
Seat Assignment Enhanced Seat Assignment Program
You are now entitled to specialized seating assistance and can customize your flying experience so its as pleasant and convenient as possible!
Here are the benefits of Enhanced Seat Assignment:
Access to our ********************* for any seat assistance and for other travel related services such as meals and special requests.
Guaranteed response time of 6 hours.
Our Seat Assignment Specialists will work to find the best available seat.
Coupon does not have any cash value. Can only be used for any future air/hotel booking on CheapOair.com.
For more details on coupon redemption, Click here.
Traveler Assist Classic
Global Travel Assist Classic Learn More ?
Call us and get help with the personal service you deserve. Coverage is valid for up to 2 days after returning from your trip
Travel Medical Assistance*
Personal assistance service
Visa and passport assistance
Call: ************** Collect: **************
Available 24/7
Coupon does not have any cash value. Can only be used for any future air/hotel booking on CheapOair.com.
For more details on coupon redemption, click here*This is not medical insurance. Payments for medical services are not included.
Airport Pick Up - Drop OffBook airport shuttles, taxis, buses, and limousines and avoid surge fees
Pickup: Your Home
Drop: SMF Airport
Pickup: LAS Airport
Drop: Choose your destination
Search
Car Protection Plan
Learn More ? Your rental car is now covered!
Thank you, we have added the Collision Damage Waiver plan (CDW) to your rental.
Click here to view and print the Plan Document and Disclaimer. Please present the Plan Document at the counter.
Flight Booking Terms & Conditions
Notice - Ticket Policies, Rules and Restrictions
Once purchased, most tickets are non-refundable and non-transferable. All service fees are non-refundable. Name changes are not permitted. Prices do not include
I just recevier this email today
Business Response
Date: 09/16/2025
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 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.
Our records show only your outbound flight was affected by the Schedule Change. You then requested your outbound to be modified. The booking was modified as requested and travel has been fully boarded and completed. Spirit does not issue refunds for services rendered nor for any guest-initiated modifications.
Have a great day!Customer Answer
Date: 09/18/2025
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:09/12/2025
Type:Service or Repair IssuesStatus: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.
Date of Incident: April 2025 Reservation Confirmation: WJD7NC Booking Platform: Expedia (Itinerary #**************)Travel Dates: May 816, 2025 Passengers: ******* *. ******, **** ******* ******, ****** ******* Total Paid: $871.89 (including trip protection)Summary of Complaint:After booking a roundtrip flight from ******* to ******* through Expedia, I received a notification from Spirit Airlines that my flight schedule had changed. The change disrupted my transportation to the airport and my rental car pickup. I immediately contacted Spirit to explain that I could not accommodate the new schedule and requested a full refund.Despite my timely outreach, Spirit denied the refund, citing that the change did not meet their 60-minute thresholdeven though the flight was changed by 55 minutes. I was then offered a full reservation credit, but told I could not process it myself and that it had to be handled internally. When I asked to speak with a supervisor or resolution team member, I was repeatedly dismissed.After further communication, I was told I had been marked as a no-show and no longer qualified for any credit. My documentationincluding screenshots of refund requests, chat transcripts, and confirmation of schedule changeswas disregarded. Spirits customer service responses were inconsistent, dismissive, and failed to honor the policies they initially presented.Business Response
Date: 09/17/2025
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.
As your Schedule Change was under 60 minutes, it is not considered a large change and any cancellations or modifications are subject to applicable policy and fees. This was outlined and agreed upon in Spirit's Contract of Carriage.
Your reservation reflects that you did not check-in for your flight or cancel it prior to the travel dates. If a guest does not board the aircraft for any reason, the flight is automatically canceled in the system and all remaining segments on the itinerary are automatically canceled. The flights cannot be reinstated, and the airfare is non-refundable.
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
Reservation Code: ?WJD7NC
Amount: $812.94
Expiration date: September 17, 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: ******************************************************************************************************************************
We look forward to serving you on your next flight.Customer Answer
Date: 09/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:09/11/2025
Type:Product IssuesStatus: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 August 7, 2025 we purchase plain tickets to fly from *************** (48.6 miles from our home) to ********* and on September 3, 2025 we received an email stating our flights were cancelled. After further research we found out they filed for bankruptcy and we proceeded to contact them for a refund of $611.96 and they only refunded a partial credit of $90.02 and stated the other $521.94 would be issued as credit. I explained to the supervisor that they no longer operate out of any airlines in our area and so the credit wouldn't work and they proceeded to say well you can drive 7 hours to flight out of LAX which is the closest to you. I told them that it was not reasonable and that I wanted my money back and they have since rejected the option of refunding us our total amount.Business Response
Date: 09/16/2025
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 am sorry to hear about your flight interruption in reference to your Schedule Cancellation.
Schedule Cancellations are inevitable in all airlines, and are necessary at times to support operational needs and to better service our guests.
Spirit is joining several other airlines in proactively adjusting our schedule to ensure we provide the travel experience our Guests have come to expect from us. I do apologize for the inconvenience
As outlined and agreed upon in our Contract of Carriage, Schedules are subject to change without notice. Spirit is not responsible or liable for making connections (on its own flights or flights of any other carrier), or for failing to operate any flight according to schedule, or for changing the schedule of any flight.
Upon review, our records show that you were previously assisted, and a full refund was issued back to the original form of payments, a **** card ending in 8284 for $90.02 and $521.94 as Reservation Credit, which you have since fully redeemed to secure a new booking. Refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds.
Spirit does not provide reimbursement or compensation for schedule changes.
While I know we can't change your past experience, I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.Customer Answer
Date: 09/16/2025
Complaint: 23872506
I am rejecting this response because:
The complaint here is that there is no longer a airport that has spirit flights within a 100miles radius of our home so the fact that $521.94 was issued as a credit, we will no longer be able to use. So I am requesting the amount to be refunded to my credit card.
Ive talked to 3 representatives and a supervisor and still feel like you guys are not understanding the problem. If there was an airport near our home where spirit was flying out of, I would not have any issues using the credit but the fact that there isnt just means I have no options to use the credit.
Sincerely,
******* ****Business Response
Date: 09/16/2025
As previously advised, our records show that you were previously assisted, and a full refund was issued back to the original form of payments, a **** card ending in 8284 for $90.02 and $521.94 as Reservation Credit, which you have since fully redeemed to secure a new booking. 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: 09/16/2025
Complaint: 23872506
I am rejecting this response because:
This is not a valid resolution. Its an unreasonable solution.Sincerely,
******* ****
Spirit Airlines is NOT a BBB Accredited Business.
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