Business Profile

Airlines

Spirit Airlines

Headquarters

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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

4,208 total complaints in the last 3 years.
911 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/05/2025
Type:Order 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 applied for the Spirit Airlines Credit card. I was approved and made the necessary purchases to obtain the ****** reward miles. I mailed a certified letter to Spirit Airlines *************************************** per the address they advise to send any concerns regarding miles. I have not received my certified mail back. Nothing has happend. My Spirit Account #**********.
Business Response
Date: 08/13/2025
Hi *******,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
Our records show you were previously assisted. The below message was sent to you on 08/11/25 to which you have not responded. You must respond on the case you were assisted on so that the accounts can be merged.

Hello *******,

Thank you for reaching out to Spirit. I received your escalation and wanted to reach out to you directly from our Corporate Office. Were sorry for the delayed response, our system is experiencing a bit of a backlog. Thank you for your patience.

I am sorry to learn about that you had not received your bonus points to your account. Rest assured I will do my best to assist. After review, I was able to confirm that ****** points were added to your account on May 27, 2025. I was also able to confirm that you have two Free Spirit accounts with us. I will have to merge the accounts. Please provide your date of birth and confirm the email address you would like to keep on your Free Spirit account for communication purposes.

I look forward to your response.

Best,

***
Corporate Guest Relations - Coordinator II
Initial Complaint
Date:08/05/2025
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 airline withdrew 198 dollars from my debit card for two land luggage's instead of one one hand luggage. I called them requesting for a refund and they refused. My family and I travel to ******** from ******* on July 31 with one checking luggage, one hand luggage and 3 back packs. I paid 79 dollars for the checking luggage at the check-in. Before boarding the flight, I was told to pay for the 99 dollars for the hand luggage. I was not given a receipt after making a payment. Two days later, I noticed, Spirit withdrew 198 from my account. I spoke with a Spirit Airline Manager but they refused to issue a refund.
Business Response
Date: 08/06/2025
Hi Sheriff,

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 unrecognized charge. You are able to load the receipts for all trips by using the Spriit website

We value the privacy and security of our passengers, and we take fraud very seriously. If you suspect your credit card was compromised, kindly contact your financial institution to file a fraud claim. A bank official will direct you through the proper channels.

I hope this information helps, have a great day!
Initial Complaint
Date:08/05/2025
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.
My family is traveling from ***** to *******. I purchased seats for them so they can seat together and when checking in my 3 year old daughter's seat was moved and now she is sitting by herself.We reserved seats: 37 A,B,C,E,F and My 3 year old daughter was supposed to be sitting in seat 37 C, but when we checked in her seat was automatically changed by Spirit to seat 38 F.I called customer service and they said they were unable to fix the issue and directed us to the counter at the airport. They also kept stating that we chose the assigned sitting and when I told them I had an email confirming the original seats assigned they stated there was nothing they can do and that I would have to see the agent at the counter at the airport.I do not understand how they are allowed to seat a 3 year old kid by themselves and how they can change someone's seat that they have paid for.
Business Response
Date: 08/13/2025
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.

To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.

Have a great day!
Initial Complaint
Date:08/03/2025
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.
Me and my daughter was boarding NK1498 from *********** to ******************. I was getting ready to put the luggage in the over bin seat 4D & 4F Brit flight attendant just push me and my daughter from behind with her luggage yelling she is late instead if waiting for me to put my luggage in the bin and seated in my seat No excuse me she was just in a rush. The flight did not aboard on time due to the crew was late. Brit was very unprofessional during the boarding process.
Business Response
Date: 08/06/2025
Hi Tenique,

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.

To better assist you, provide the name (as it appears on your reservation), confirmation code, and e-mail address used when booking your reservation.

Have a great day!
Customer Answer
Date: 08/06/2025
****************************
************ Cell
Customer Answer
Date: 08/06/2025
****************************
************ Cell
Customer Answer
Date: 08/07/2025

Complaint: 23694858

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

************ Cell

Sincerely,

******* ********
Business Response
Date: 08/13/2025
We reached out to the crew that worked your flight for statements and pulled the reports, based on the findings from both we are unable to corrobborate your claims.
Although we cannot change your recent experience with us, we sincerely wish to make amends. As a courtesy, I have issued you a Future Travel Voucher (FTV) in the hopes that you will utilize it and therefore allow us another chance to serve you again. I've provided the information for your voucher below:

Name: ******* ********
Future Travel Voucher: 58480350017400001
Amount: up to $30.00
Expiration date: August 13, 2026
Name: Chanel Parrish
Future Travel Voucher: 58480377857400001
Amount: up to $30.00
Expiration date: August 13, 2026

Future Travel Vouchers are valid for a single use with no remaining value after its use. It can only be used by the Guest it was issued to and is non-transferable. Future Travel Vouchers can only be applied to the flight portion of the base fare including carrier fees and taxes. It cannot be redeemed for cash and cannot be used for any other products including vacation packages, car rentals, bags, and seats. Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. You can redeem vouchers online at ************************** or by calling our ******************* at **************.

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: 08/13/2025

Complaint: 23694858

I am rejecting this response because:

Sincerely,

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

You need to have a one on one conversation with Brit and ask her why she apologized to me while I was waiting to speak with the supervisor. Per supervisor crew can not do anything to Brit because they are not supervisor.
Initial Complaint
Date:08/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 30, 2025 my wife had a flight scheduled to fly out of ewe airport to *********** at 7pm. The flight was then delayed several times to the point it was no longer safe for her to travel so her flight was then rescheduled to August 2 2025 and then of course it was delayed again several times and once again rescheduled. I contacted spirit customer support and spoke to a *** named ******* and her reasoning for the constant delays were weather however, the weather was good for both days so not really sure what was the reasoning because when I spoke to another ***resentative I was told it was due to traffic control. In any event, these delays and rescheduling caused major issues with school for the kids, jobs and more Money spent on lodging. I then requested compensation for these issues which should have been a free flight for the next time flying if ever there will be on the airline and my request was refused. When passengers go through situations like this they deserve to be compensated for their troubles and loss of money so therefore I am seeking compensation.
Business Response
Date: 08/06/2025
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 wife's recent 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.

To better assist you, provide the name (as it appears on your reservation), confirmation code, and e-mail address used when booking your reservation. Be advised that if your name is not on this booking, we are unable to discuss any information of the booking for the safety and privacy of all guests.

Have a great day!
Initial Complaint
Date:08/01/2025
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 tried to use three vouchers totaling $160 ($100, $30, $30) to cover my flight cost. My $100 voucher did not work. I called the help line, and was on the phone for an hour and a half, the representative continually said the $100 voucher says it should be working on my end, I dont know why its not working on your end. I copy/pasted the number from the Spirit email on multiple devices so I know the number was input accurately. The code did not work on multiple devices. The representative then hung up on me after an hour and a half with no resolution.While I was on the phone with the representative, the price of the one single flight I was attempting to book mysteriously went up by 25%. No other flights increased in price during that time. They were specifically trying to price ***** me. A representative told me via chat that I was issued credit that would cover taxes, fees, and flight cost. I have a screenshot of this. On the phone, the representative told me that it would no longer cover the fees that I was told it would cover. This would cause me to pay an extra $60 that I was specifically told would be covered by vouchers.They are trying to rob me of at least $100, increase the price, and then not allow me to use the vouchers for the thing they specifically said I could use them for. The total should have been ***** points plus $189.68, minus the $160 in vouchers, for a total of $29.68 and ***** points. I would like to book the flight for that price. I am happy to use my vouchers to do so. I do not want to pay more.
Business Response
Date: 08/06/2025
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

As outlined in the agreed upon Terms and Conditions vouchers cannot be combined with any other offers. In one of the pictures, you submitted it shows points being used, the system will not allow you to secure a points booking with any vouchers.

In order to best assist, reply with the voucher numbers of the three vouchers in question.
Customer Answer
Date: 08/10/2025

Complaint: 23689726

I am rejecting this response because:

They made no effort to rectify this situation. I responded extremely timely with the message below, and then received a survey invitation indicating they closed my case. This is unacceptable
I tried to book the points and cash option, which allowed me to use the two $30 vouchers in question to cover part of the cash part, but not the $100 one. When I am explicitly told that the code I have covers all fees by a customer service agent of your company, thats what I expect to happen. I didnt think that was unreasonable.

My voucher numbers are:

57048048488400001
56915898614700072
56915893018600071
I would still like to use my codes and points and have my codes cover the taxes and fees as the customer service agent indicated.

Sincerely,

********* ********
Customer Answer
Date: 08/12/2025
I would like to state that the customer service representative is straight-up incorrect and trying to dismiss my case. They said I was not advised that what I had would cover fees, when I clearly have a screenshot that says it does. Please see attached screenshots. Please do not close this case. This customer service agent is incorrect and is trying to bully me out of being able to use these codes, to the point where its borderline just lying to me. My concern has NOT been addressed and the resolution has NOT been thoroughly clarified.
Business Response
Date: 08/13/2025
I have reviewed the vouchers and provided the below information.

Members may redeem Points for Spirit-operated travel options and marketed flights (Reward Ticket). Travel using Reward Tickets is subject to Spirits General Terms and Conditions and Contract of Carriage, which will supersede these Terms and Conditions. Members will be responsible for the payment of any taxes, fees, and other government or airport-imposed charges associated with Reward Tickets. Points may not be redeemed to pay or cover taxes, fees, and other government or airport-imposed charges. Spirit may also offer, from time to time and in its sole discretion, opportunities to redeem Points for other products or services. Points may not be redeemed for any product or service except as expressly permitted by Spirit. Upon confirming a Points redemption, the appropriate Points will be deducted from the Members account and/or Points Pool. Reward Tickets will be issued in the form of e-tickets

Points + Cash is a redemption option that allows Members to pay for Spirit-operated flights using a combination of Points and a monetary payment. Points + Cash reward levels can be viewed on ************************** by selecting the Points + Cash pricing option. Points + Cash redemptions are Reward Tickets and are subject to all the terms and conditions applicable thereto under these Terms and Conditions. Points used towards a Points + Cash booking must be contributed from a single Members account unless the redemption is booked by a Member with a Points Pooling account. ******************** reserves the right to change the number of Points required for redemption and/or the price of the ticket, or to impose additional restrictions, prior to booking. Rates may vary by the Members status in the Program, origin, destination, flight number, date, fare, or any combination thereof, and Spirit may limit the number of seats available on flights that may be purchased via Points + Cash. Points + Cash bookings may not be combined with, and are ineligible for, any other promotional or bonus offers. All Points + Cash bookings are subject to the Spirit Airlines General Terms and Conditions, Contract of Carriage, and the fare conditions applicable to that ticket at the time of booking. Other restrictions may apply

57048048488400001 - is your BOA Companion Voucher and cannot be combined with any other offers.

Annual Companion Flight Voucher Benefit: Primary cardholders whose accounts are open with active charging privileges on their annual account anniversary and have spent at least $5,000 in eligible Net Purchases will receive a $100 Companion Flight Voucher code via email within the first billing cycle after the anniversary each year. Cash Advances and Balance Transfers are not considered purchases and do not apply for purposes of this benefit. The code may be applied to the purchase of a companion airfare (taxes and fees excluded) when traveling with another guest on a paid airfare on the same itinerary, booked at the same time directly on **************************. Primary fare and Companion fare must be purchased with your Free Spirit **********. The Companion Flight Voucher code must be redeemed with Spirit within 12 months of the date of issue. Once ticketed, travel may be completed after the expiration date of the Companion Flight Voucher code. The expiration date cannot be extended and, once your Companion Flight Voucher code has expired, it cannot be exchanged. If your account is closed, you are no longer eligible to receive this benefit. The Companion Flight Voucher code is not valid with award travel, vacation packages, tour or contract fares and cannot be combined with any other airfare discounts. The Companion Flight Voucher code is single use, therefore any remaining balance is forfeited after the first use. Cardholder is responsible for all applicable taxes and fees. Applicable taxes and fees are subject to change. Your Companion Flight Voucher code will be emailed by Spirit to the email associated with the primary cardholder's Free Spirit Program account. Call the ******************** priority customer service number on the back of your card to have the voucher email resent if needed. Companion Flight Voucher terms and conditions are included on the email delivering the voucher code.

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

56915898614700072- is a $30.00 voucher for ***** Robinson

56915893018600071 - is a $30.00 voucher for you

Future Travel Vouchers are valid for a single use with no remaining value after its use. It can only be used by the Guest it was issued to and is non-transferable. Future Travel Vouchers can only be applied to the flight portion of the base fare including carrier fees and taxes. It cannot be redeemed for cash and cannot be used for any other products including vacation packages, car rentals, bags, and seats. Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. You can redeem vouchers online at ************************** or by calling our ******************* at **************.

I hope this information helps. The Terms & Conditions were agreed upon when you joined the Free Spirit program.

Have a great day!
Business Response
Date: 08/13/2025
You were advised the Future Travel Vouchers can only be applied to the flight portion of the base fare including carrier fees and taxes. They did not advise you that taxes and fees will be covered with your companion voucher or points redemption fee.

Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.
Customer Answer
Date: 08/19/2025

Complaint: 23689726

I am rejecting this response because:

My concerns have NOT been addressed and the resolution has NOT been thoroughly clarified. They have neither addressed nor clarified to me why a member of their customer service staff said I could use the codes I had to pay the taxes and fees, and now theyre trying to go back on that. I have again attached a screenshot of your customer service saying this, and even highlighted it because you seem to have missed it the first few times I have sent it.

Sincerely,

********* ********
Customer Answer
Date: 08/22/2025
Why was this closed? They did NOT address the complaint. Did you read the screenshot I sent? Am I crazy? It clearly states that it covers taxes and fees!

Youve been issued a reservation credit which is valid for trips booked within one year of issuance on any flight dates available in the system. It can be used for multiple bookings until the full value is used and can be applied toward airfare, bags, seats, taxes, and fees.
Please re-open this case. This is absolutely ridiculous.
Customer Answer
Date: 08/22/2025
Why would they tell me that it would cover the fees if it doesnt cover the fees? Why would you accept this as legitimate and close my case? If you read the text of the conversation I had with their authorized customer service representative, it could not be more clear. I do not understand this and will not stop asking until I get an answer to this question.
Initial Complaint
Date:08/01/2025
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.
Flt #**** July 29th. Into *******
Business Response
Date: 08/05/2025
Hi ****,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

In order to better assist you with your concern please reply to this email with any questions or concerns so that I may best assist you. Be sure to include the confirmation code and email address associated with the booking in question,

Have a great day!
Customer Answer
Date: 08/06/2025

Complaint: 23689418

I am rejecting this response because:

Sincerely,

**** ********
Customer Answer
Date: 08/07/2025
I am still waiting to hear from spirit airlines as to replacement of my damaged baggage
Business Response
Date: 08/13/2025
As previously stated, In order to better assist you with your concern please reply to this email with any questions or concerns so that I may best assist you. Be sure to include the confirmation code and email address associated with the booking in question.
Initial Complaint
Date:08/01/2025
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.
The issue was that I purchased 3 tickets. I added the option to pay a fee for an 80% refund of the ticket cost up to 24 hours before the flight. I was planning on canceling the flights. I was at work. I had up until 4:08 PM to cancel the reservations. I took a break exactly at 4PM so I could do this. I then tried to cancel the reservations. I kept getting an error screen. I started to get panicky, so I immediately tried to contact Spirit. I tried via both text and the chat. I was told by the automatic response so that I had to speak to a representative. There was a 40-minute wait time. While waiting, I tried to cancel one last time. I was able to get through at exactly 4:07/4:08 but the message said my only option was a $20 credit per ticket. I then waited for someone from Spirit to contact me. I was using my iPad and phone,which is the only thing I have access to at work and I've never had an issue using it to book or cancel tickets with Spirit. Someone finally did almost 2 hours later. I was then in a conversation with a representative for almost an hour. She said she was going to escalate the issue but I just got a general response back. I am requesting to receive the 80% refund of the cost of the ticket which is what I paid extra for. This has been a huge hassle and inconvenience for me. I have always had a pleasant experience flying and dealing with Spirit Airlines. I am very upset and am hoping that you can help me and make this right. This was not my error or my fault. I have screenshots of all the error messages, the text messages of the representative, suggesting that I let my flight take off before doing anything, and chats. Thanks,****** *******
Business Response
Date: 08/06/2025
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.

If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.
Be advised that a Guest who purchased the Value Travel Option that initiated a cancelation or modification after 24 hours of booking to their non-refundable reservations will be billed with cancelation or modification charges. For modifications, 0-6 days out is $99.00 plus the difference in airfare, 7-30 days out the charge is $79 plus the difference in airfare, ***** days out is $59 plus the difference and no charge for trips more than 60 days but the difference in airfare will be charged. Guest who initiates guest-initiated cancellations are charged the $99.00 per person cancellation fee. These charges are in place to help keep our fares low for all our Guests and waiving the charge to change or cancel a reservation isnt an option we offer.
For more information regarding our Modification/Cancellation guidelines, I've included the link below for your reference.
Optional Services | Spirit Airlines

To better assist you, provide your confirmation code, and e-mail address used when booking your reservation. We also request proof of the error message you stated you received this is required in order to corroborate your claims.

Have a great day!
Customer Answer
Date: 08/06/2025

Complaint: 23688782

I am rejecting this response because:

Sincerely,

****** *******
Initial Complaint
Date:08/01/2025
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.
Dear Better Business Bureau,I hope this message finds you well. My name is Miles **********, and I am writing to formally complain to Spirit Airlines regarding the cancellation of my flight (NK-1425) scheduled on August 1, 2025, from ********* to ************On the morning of my flight, at 9:15 AM, I received a notification from Spirit Airlines indicating that my flight had been canceled. The cancellation was attributed to weather conditions; however, it is noteworthy that Spirit Airlines was the only airline at *********/************************ (***) to cancel flights on that day. This raises concerns about the validity of the reason provided for the cancellation.The abrupt cancellation not only caused significant inconvenience but also resulted in additional unplanned expenses. I was forced to purchase a last-minute ticket with another airline, costing me $885 to travel that same day. While Spirit has offered me a mere $112 as compensation for this major inconvenience, this amount is wholly inadequate given the circumstances and the financial burden placed upon **** am requesting that Spirit Airlines cover the full cost of my new flight, as the cancellation of my original flight was unjustifiable and has caused me undue stress and financial hardship. Thank you for your attention to this matter. I look forward to your prompt response and resolution of my complaint.Sincerely, Miles **********
Business Response
Date: 08/05/2025
Hi Miles,

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 cancelled 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.

To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.

Have a great day!
Initial Complaint
Date:07/31/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a vacation planned July 24th-27th to *********. I flew out of ********** on Spirit airlines. I had several connections on way to ***** and back. I missed my connection in ******* due to Issues with maintenance on plane. I was forced to go from Ft. ********** to ***** due to No flights to ***** available. I missed out on a night/morning in ***** due to this. I was offered a voucher for a hotel that night in ***** but when I received email to choose hotel, all hotels they offered were in Ft. **********. So had to call customer service to change hotel to one close to ************* which took forever with multiple times being hung up on my spirit representative. A shuttle was supposed to to take me from Ft. Lauderdale to ***** but it never showed up And I was forced to take a $70 **** to get there. Once in *****, my checked luggage was lost, I was without my bags until about 4pm that night. I had a concert to attend that night at 7 pm, I was forced to go back to airport from my hotel to retrieve bag so I would have my things in time for the concert incurring more expense in **** rides. On my way home from *****, my plane in *********** was taken out of service and was stranded in KC for 6 hours. The only compensation was a $24 voucher for airport food. I ended up to ******* in the middle of the night, then having to fly to Ft. ********** with a 6 hour layover until I finally got on a plane home ********* It took me 36 hours to fly from ********* to ******* VA! I was forced to miss a day of work and pay due to this. Once in *******, my luggage was lost yet again. I arrived in ******* on Monday and did not finally get my luggage until Thursday. I was on phone with spirit for several days hours at a time. They would not refund any portion of my plane ticket. The only thing they offered was 2 $30 vouchers for future travel on spirit which is no use to me I will never fly with them again. And a $65 refund for my checked bag fee. Experience was beyond horrible
Business Response
Date: 08/05/2025
Hi ****,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
I am sorry to hear about your recent experience. Our records show you are currently being assisted on another case. I have provided the last response you were sent below.

Hi ****,

Thank you for contacting the Spirit Guest Relations Team.

I understand that your requesting reimbursement and we apologize regarding on your lost baggage and for the delayed flight. Please know that your concerns were not disregarded. Rest assured that I will do my best with your refund request.

****, I've located your reservation using the confirmation code that you have provided, WFY2NB. Our record shows that you boarded the flight. I was able to determine that your flight was delayed due to maintenance.

I see that your refund was issued on July ******* in the amount of $65.00 back to the **** card ending in ***** .Refunds may take up to 7 business days to reflect on your account. Please follow up with your bank or credit card company for the status of these funds.

Thank you for providing your receipts. If your reimbursement request is approved, compensation will be issued through one of the below options of your choosing.

Option 1: Only for Guests who have a U.S. debit card: For quicker processing, opt for a secure payment to your U.S. **** or Mastercard debit card.

Option 2: A prepaid digital card. (This card can be applied to the wallet on your phone or used online.

We must have all the information above to proceed with your request. It is important to note our ****************** will make the final decision regarding if and what compensation will be issued. Reimbursement is not guaranteed and is dependent upon the details of your claim. If reimbursement is approved, the review process can take up to 30 business days to complete please provide me what option do you want to choose.

If you have additional questions, you can check out our FAQs at **************************************************************;

We hope this resolves your concerns. If theres anything else you need, just let me know. I'm here to help!

Thank you for contacting Spirit Airlines and have a nice day!

Best,

*****
Guest Relations
Customer Answer
Date: 08/07/2025

Complaint: 23683964

I am rejecting this response because:
This was not a case of one delayed flight or one instance of my luggage being mishandled. If this had been 1 or maybe 2 instances of inconvenience during my experience with spirit airlines, we would not even be having these conversations. I understand that I did in fact board all flights, though due to multiple factors that were not in my control, I missed multiple connections, was stranded in different airports for hours at a time, was forced to take multiple **** rides to different airports to take different flights and to try and retrieve my luggage that was mishandled not once, but twice. I did not receive my luggage for the 2nd time for almost 4 days after I reached my final destination. It took me almost 36 hours to travel from ********* to ******** with literally no sleep at all and was forced to miss an entire day of work with no pay due to Spirit airlines issues. I understand having a policy that if a customer boards a flight that it cannot be refunded. There has to be some sort of compensation for all the inconvenience I experienced during my flights. Yes I have been refunded $65 dollars for my checked luggage fees. And offered $30 in vouchers for future spirit airlines flights, though to be quite honest, I have no plans to travel with spirit again and risk this kind of nightmare situation that I experienced. I definitely believe that I should be reimbursed for all my **** rides and a partial refund on my actual plane tickets due to all this headache and inconvenience I experienced.

Sincerely,

**** *********
Business Response
Date: 08/13/2025
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: 08/13/2025

Complaint: 23683964

I am rejecting this response because:
The resolution was not satisfactory considering all the failures on Spirit Airlines part to provide adequate service and to rectify all the unacceptable situations that I encountered during my flights. I am well aware of company policies but this is no way to run a company nor keep customers coming back for additional business.
Sincerely,

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

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