Complaints

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

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• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  84 State St Boston, MA 02109-2202

• 

  Spirit Airlines

  Mankato, MN 56001

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

• 

  Spirit Airlines

  114 N. Raliegh Avenue Atlantic City, NJ 08401

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

• Initial Complaint

  Date:07/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight with Spirit airlines on July 16, 2025. I had to pay for seat choice, and checked bags. The total came out to $679. On July 28th, I cancelled the flight, as I found a cheaper flight with a different airline. I would have NEVER booked with Spirit had I known their cancellation policy. They give you 24 hours to cancel a flight for a full refund, otherwise, you receive a reservation credit. They also charged me a $200 cancellation fee. They did provide me with a reservation credit of $481.96 - but that is only valid for 12 months. I contacted their customer service department and spoke to a representative and a supervisor, they couldn't do anything to help me receive a refund in cash. I have never known any business that does not offer full refunds provided you are not making a same day cancellation - I hope that other people do not make the same mistake as I did.

  Business Response

  Date: 08/05/2025

  Hi ****, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear you cancelled your booking. 
  
  If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.
  Be advised that a Guest who purchased the Value Travel Option that initiated a cancelation or modification after 24 hours of booking to their non-refundable reservations will be billed with cancelation or modification  charges. For modifications, 0-6 days out is $99.00 plus the difference in airfare, 7-30 days out the charge is $79 plus the difference in airfare, ***** days out is $59 plus the difference and no charge for trips more than 60 days but the difference in airfare will be charged. Guest who initiates guest-initiated cancellations are charged the $99.00 per person cancellation fee.  These charges are in place to help keep our fares low for all our Guests and waiving the charge to change or cancel a reservation isnt an option we offer.
  For more information regarding our Modification/Cancellation guidelines, I've included the link below for your reference.
  Optional Services | Spirit Airlines
  I was able to pull your reservation TW5ZSD, our record shows that this reservation was cancelled as requested via the Spirit website. The cancellation fee was applied, a Reservation Credit was issued for the balance, and an email confirmation of the guest-initiated cancellation was sent to the email address on file. As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable. 
  
  The details of your credit, including how it can be used, can be found below.
  All Reservation Credits:
   can be used for multiple bookings until the full value is used
   can be applied toward airfare, bags, seats, taxes, and fees
   can be redeemed by any Guest linked to the original reservation
   can be redeemed via ************************** or by contacting us here
  Reservation Credits have no cash value.
  
  
  Reservation Code: ?TW5ZSD
  
  Amount: $481.96
  
  Expiration date: July 28, 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: ******************************************************************************************************************************
  
   
  
  Have a great day! 
  

• Initial Complaint

  Date:07/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/05/2025

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

  Customer Answer

  Date: 08/05/2025

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

  Business Response

  Date: 08/05/2025

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

  Customer Answer

  Date: 08/05/2025

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

  Customer Answer

  Date: 08/05/2025

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

• Initial Complaint

  Date:07/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/05/2025

  Hi ********, 
  
  Thank you for reaching out to Spirit!
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 

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

  Hi ********,
  
  Thank you for your patience while I worked with our Accounting Team to gather some additional details.
  
  Please know that we have issued a reservation credit for the cost of your booking. . The details of your credit, including how it can be used, can be found below. No additional action is needed from you at this time.
  Your reservation credit:
  is valid for trips booked within 365 days of issuance on any flight dates available in the system
  can be used for multiple bookings until the full value is used
  can be applied toward airfare, bags, seats, taxes, and fees
  can be redeemed by any Guest linked to the original reservation
  can be redeemed via ************************** or by calling Spirit reservations at ************
  Reservation Code: IGGIMF
  Amount: $265.99
  Expiration Date: July 15, 2026
  
  Click here for more information on how to redeem your credit: ******************************************************************************************************************************
  
  If you have any additional concerns or questions, please let me know and I would be happy to assist. 
   
  Have a great day! 
   
  Best, 
   
  Alesha 
  Guest Relations 

  Customer Answer

  Date: 08/05/2025

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

• Initial Complaint

  Date:07/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a same-day flight with Spirit Airlines and called within the hour to cancel. Despite acting immediately, I was told I would not receive a refund and would not be offered any alternative other than a useless credit.I am not interested in credit. I will never use Spirit Airlines again and simply want my money refunded. Their refusal to issue a refund, even when contacted almost immediately, is extremely disappointing and shows a complete disregard for ethical business practices or consumer protection.I am seeking a full refund for services I notified them I could not use within an hour of booking. If necessary, I will escalate this complaint further to state and federal consumer agencies.Resolution Requested: Full refund of $430 to my original payment method.confirmation number VECFC Tutankhamun ****** *******

  Business Response

  Date: 08/01/2025

  Hi *******, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your booking issue in reference to the booking you cancelled. 
  
  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
  
  The confirmation code you provided is not valid in Spirit's system nor is the email you wrote in on. 
  
  To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  Have a great day! 

• Initial Complaint

  Date:07/29/2025

  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.

  To Whom It May Concern,I am writing to formally request a refund and file a complaint regarding serious mishandling of my reservation under confirmation number DFQMKY.On July 22, 2025, I contacted Spirit Airlines customer service to modify my travel dates from August 14 to July 31August 3. However, despite clearly stating these dates during the call, your representative incorrectly changed my flight to July 30August 3. This error has caused significant disruption to my travel plans.Since then, I have been in contact with Spirit for over a week, trying to correct this mistake that originated from your customer service team. Instead of resolving the issue, I was informed that I would need to pay an additional $566 for a new flight with a layoveron top of the over $1,000 I already spent on the original reservation. This is unacceptable, especially when the mistake was Spirits fault.I am requesting the following:1.A full refund or credit for the difference caused by your teams error.2.A formal acknowledgment of the issue.3.Immediate resolution so I can finalize my travel without further undue expense.I have made every reasonable effort to resolve this through your support channels, but have received no accommodation. Please review the call records from July 22, 2025 for confirmation of the dates I requested. I expect Spirit to take accountability for this situation.Thank you for your urgent attention to this matter.

  Business Response

  Date: 08/05/2025

  Hi Deja, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your booking issue in reference to the booking you modified.
  
  I am so sorry that the level of service you received fell short of excellent. We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. 
  
  I pulled the call interaction for the modification requested and was unable to corroborate your claims. Initially, a call was made to our ******************* requesting a modification of the booking on the call the modification guidelines and polices were advised, no changes were made as it was stated you were not ready to modify the booking. You were advised that you can call back when you are ready or modify your booking via the Spirit website. You then called back and was advised of the previous call and the notes left by the previous agent that assisted you. You confirmed you were now ready to modify the booking. The confirmation was requested and provided. The agent asked the destination and asked which flight you wanted to modify and you stated both the departure and return flights to leave July 30th and return on August 3rd, maintaining the same times if possible based on availability information given by the previous agent, you verbatim said "I'm trying to change both. I believe it's the 30 first through the fourth. I wanna change it to the thirtieth through the third, the same exact time she told me was available." The request was understood, and the call was placed on hold while the agent checked availability. When the agent returned, they advised, a direct outbound flight was available on July 30th, departing ******* at 8:36AM and arriving in ****** at 10:47AM and a direct return flight was available on August 3rd, departing ****** at 11:52AM and arriving in ******* at 2:34 PM. You confirmed both flights were acceptable and reiterated the new dates and flight times for accuracy. You were advised that the current fare difference for the change was $188.30, noting that flight prices fluctuate and that this amount was lower than the previously quoted $270. You acknowledge the price and stated you were shocked it was lower than the previous quote. You were then asked if Guest had the Spirit mobile app or preferred to complete the payment via phone. You indicated you had a card ready and was willing to proceed. The agent explained that she would now transfer you to the payment line, where terms and conditions would be read aloud, and upon approval, a representative would assist with completing the payment. You were also informed that you would need the confirmation number to complete the transaction and that a confirmation email would be sent within 60 minutes outlining the changes made. You confirmed everything was clear and expressed appreciation. The agent thanked you and proceeded with the transfer to the payment line. 
  
  Based on our reports we found no error. You were correctly assisted and acknowledged the modified booking. There is no refund our credit due. 
  
  
  Have a great day! 

• Initial Complaint

  Date:07/29/2025

  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.

  On July 16, 2025, I was denied boarding on a Spirit Airlines flight from ************ (***) to ***********, ******* (MBJ) despite already being checked in and having my bag tagged at the self-service kiosk. At the counter, the white supervisor, *******, demanded a ** code but would not tell us what the ** code was for. After 20 minutes someone finally told us it was tied to the C5 form that I had already completed prior to arrival, and no ** code was generated despite multiple submissions. When I asked for help, ******* responded unprofessionally, saying, I didnt help you book your hotel, did I? Step out of line. Meanwhile, my white friendon the same flight, also checking a bagwas allowed to board without showing a ** code for the C5, based solely on verbal confirmation prior to my arrival. Black Spirit employees told me privately they would have let me through had ******* not been present since my confirmation had all the necessary information on it. Also upon landing in ******* there were paper C5 forms available to fill out, so the actual completion was not required to be able to enter the countrylet alone board the plane. I spent a total of $562.88 for the ticket plus a checked bag. Then after being denied boarding I had to buy another $300 plane ticket to my destination

  Business Response

  Date: 08/05/2025

  Hi Lealah, 

  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 strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. Ive shared your comments with the ******************************* for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
  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: 
  *****************************************************************************************************************************
  Guests are advised to keep proper documentation on their person during travel. It is the guests responsibility to ensure they have the correct documents needed for travel to or from any international destination. Should documentation not be adequate or sufficient, guests will not be boarded.
  
  Please visit the *************** of State web site ***************************************************************************** detailed information regarding documentation requirements for international travel.
  
  Heres a link with more information: *********************************************************************************************************************************************
  
  Spirit does not issue refunds or reimbursement for guest who miss their flights. 
  
  As a one-time courtesy Ive created a Reservation Credit in the amount of the missed flight inclusive of ancillaries. 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: DLRJQG
  Amount: $209.18
  Expiration date: July 28, 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: 08/05/2025

   
  Complaint: 23673646
  
  I am rejecting this response because:
  This is the exact same response they already gave me. It does not address the situation of what happened. I was there with more than enough time. I already had my boarding pass, I already checked into my flight, my bag was already tagged. I was not let through due to a ** code issue with the C5 form and unprofessional spirit agent. However someone else in my travel group was allowed to check their bag and go through WITHOUT HAVING TO SHOW THE ** CODE (one was not generated for her either) and just a verbal confirmation. If I had been granted the same treatment I wouldnt have missed my flight and I would not have had to pay out of pocket for another flight on another airline.
  Sincerely,
  
  ****** ******

  Business Response

  Date: 08/06/2025

  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: 08/07/2025

   
  Complaint: 23673646
  
  I am rejecting this response because: they are not reading my responses, they are just copying what they said before. The complaint has not been thoroughly resolved nor effectively addressed in either statement. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/29/2025

  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.

  Date of transaction: July 28th, 2025 of $59.98 The business committed to provide me with the ability of applying my credit of $27.98 to future flights. Spirit has not allowed me to utilize the credits without charging me an agent fee after a clear technology error on their end.The business has not provided a just or satisfactory solution. Agents were unhelpful and would not escalate my claim despite having gone through 5 agents. Agent ask me to do something that only caused a disconnection and was impossible based on the maximum allowable file size on the spirit help chat portal.Please have them review all the transcript logs. On the date of July 28th - July 29th, 2025

  Business Response

  Date: 08/01/2025

  Hi ******, 

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

  We're truly sorry for the trouble you've experienced with our website trying to book a flight using your reservation credit. Guided by your feedback, we are taking the steps necessary to continually improve our operation.  I'd be delighted to be of service and navigate this matter to find you a positive outcome.

  Our ***************** team has reviewed your booking pattern and Spirit's platforms and found no errors or glitches. 
  
  ******, I see that you already redeemed your credit, however you still have an balance available reservation credit for this booking. The details of your credit, including how it can be used, can be found below. No additional action is needed from you at this time.
  
  Your reservation credit:
  
  is redeemable for trips booked by April 23, 2026 on any flight available in the system
  can be used for multiple bookings until the full value is used
  can be applied toward airfare, bags, seats, taxes, and fees
  can be redeemed by any Guest linked to the original reservation
  can be redeemed via ************************** or by calling Spirit Reservations at ************
  
  Reservation Code: NN6END
  Amount: $27.98

  Click here for more information on how to redeem your credit: ******************************************************************************************************************************

   

   

  Have a great day!

• Initial Complaint

  Date:07/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding an extremely distressing and unacceptable experience I had while traveling with Spirit Airlines, specifically involving flight NK2164 from ********** and a missed connection to flight NK1615 to ********Request for Immediate Action:Given the severity of the mistreatment, threats, and false accusations made by Spirit employeesincluding the misuse of TSA as an intimidation tacticI am formally requesting:A full refund of all flights associated with this trip.Reimbursement for hotel accommodations and transportation expenses incurred due to the delay and misconduct.A full investigation into the conduct of the following employees:The counter agent who escalated the initial incident.Supervisor ***** ******, who acted aggressively and made verbal threats.******* Bido ******, who falsely claimed a TSA report and used it to deny us service under false pretenses.Written confirmation that there are no *** reports or bans attached to my name as a result of this event.Assurance that my passport and personal information were not misused by Mr. ****** or any Spirit Airlines employee.

  Business Response

  Date: 08/01/2025

  Hi *******, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  Im so sorry to hear about your recent experience with us.
  
  Our records show that you distributed disruptive behavior which ultimately resulted in you/ (other guest) not being able to board the flight. Our flight attendants and gate agents are put in a precarious position when faced with addressing inappropriate behavior.
  
  If the behavior escalates and the guest does not adhere to the direction of our staff, then they have no choice but to follow protocol to ensure in the proper handling of an incident of this nature.
  *******, as per the terms of our Contract of Carriage, a document each passenger agreed to upon securing a reservation with us, states our Refusal to Transport, Conduct, and Condition regulations and Refund forfeiture if the required guidelines are not met: ******************************************************************************************
   4.4 Refusal to Transport
  Spirit may refuse to transport, or remove from any flight, any guest for the following
  reasons:
  4.4.1. Non-compliance with any government regulation  Conduct/Condition
  4.3.1. A guest shall not be permitted to board the aircraft or may be required to leave
  an aircraft if that guest:
  a. is disorderly, abusive, violent, or their conduct creates an unreasonable
  risk of offense or annoyance to other guests;
  c. interferes or attempts to interfere with any member of the flight crew in
  the pursuit of his/her duties, or fails to obey lawful instructions of flight
  crewmembers;
  4.3.2. If a guest is not permitted to board and/or required to leave an aircraft for
  safety and/or regulatory reasons under paragraph 4.3 and its subsections, the
  guest will not be eligible for a refund. 
  
  It is important to note, such display have disruptive behavior has led to guest being banned from flying on Spirit.
  
  
  Have a great day! 

• Initial Complaint

  Date:07/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/01/2025

  Hi ******, 

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

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

  Customer Answer

  Date: 08/02/2025

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

• Initial Complaint

  Date:07/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/01/2025

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

  Customer Answer

  Date: 08/01/2025

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

  Business Response

  Date: 08/05/2025

  The SeatBid was also refunded, $48.00 was refunded to the **** ending in 1008. Refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds.

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

  Customer Answer

  Date: 08/05/2025

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