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

4,205 total complaints in the last 3 years.
899 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:09/11/2025
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 Monday September 8th I rode from *** TO *** and then TO *** . On the way to board to *** a ticket agent named ******* charged for me carry on bag even though my bag fit in the personal item section. She was very rude and passive aggressive with me . I reached out to spirit directly for help with this but the Agent only offered me a $30 flight credit . I paid $99 that is not fair I requested a refund seeing as i have proof that the bag fit . I am beyond frustrated with this experience.
Business Response
Date: 09/15/2025
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 experience. I completely understand how frustrating unexpected charges can be; however, we rely on the expertise of airport agents to assess the correct baggage charge based on our guidelines.
Your ticket includes a free personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (18x14x8 inches) at the check-in counter, and at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur an additional charge. Keep in mind that baggage prices are cheaper when purchased in advance and online. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. Keep in mind that Guests can pre-pay for their baggage. Our team can verify that a bag is pre-paid for when their boarding pass indicates ancillaries. All baggage charges are non-refundable. The baggage sizes are listed on our website at the link below for your review: *******************************************************
Please know that we do all that we can to ensure that our guidelines are followed on a consistent basis, and we will ensure that we address this matter on our end.
All Spirit bag charges are non-refundable. We appreciate you understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy.
If you have any further questions or concerns, you can reply to this thread. Be sure to include the confirmation code and email address associated with the booking in question.

Have a great day!
Customer Answer
Date: 09/15/2025

Complaint: 23870062

I am rejecting this response because:
I was wrongfully charged for the bag I have evidence that my bag fit inside the personal item measuring box .
Sincerely,

****** *******
Business Response
Date: 09/16/2025
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: 09/16/2025

Complaint: 23870062

I am rejecting this response because:
You have not offered me a Resolution you Only clarified your company guidelines .
Sincerely,

****** *******
Initial Complaint
Date:09/10/2025
Type:Customer Service 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.
FareODaddy Booked a reservation with Spirit with the promise of Seat **************** However the representative ****** ***** did everything she stated that my seat assignments with be done within 24 hours and that i will receive an email. I called and spoke to **** a booking Manager who asked me what seats I wanted & to go to spirit airlines website in 15 ********* will show up However that is not the case.I requested to cancel however they stated I need to go to spirit. I called *************************** are trying to charge me $200.00 cancellation fee stated reservation was done on line and that is the policy. I was not the one who went on line. I am requesting my money back and getting no where especailly when there customer service is over seas
Business Response
Date: 09/11/2025
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 the booking you secured using a third-party company. Spirit and the third-party you booked with are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any booking issues when guest use third-parties or travel agencies.

Our records show you were previously assisted by one of our Reservations agents who assisted you with assigning you seats and confirmed that checked bags were added to this booking.

If you'd like to book a reservation, change or cancel a reservation, or manage travel, we recommend using ************************ - its cheaper too! If you have an issue you can't resolve here, one of the numbers below should suit your needs.
Spirit Sales and ***************************** and Domestic
You can call us Toll Free at 1-855-SAVE-555 *************) or
text us at *****, or use ************ on WhatsApp
24 hours a day/ 7 days a week
*When calling from Mexico dial *********

Assistance for the hearing impaired

For TTY/TTD dial 711

Have a great day!
Customer Answer
Date: 09/11/2025

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. FareODaddy made good on there promises as of today. Thank you for everything

Sincerely,

****** *****
Initial Complaint
Date:09/10/2025
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.
Complaint Against Spirit Airlines I am filing this complaint regarding deceptive practices and unfair treatment I experienced when traveling with Spirit Airlines.When I purchased my tickets for a 5.5-hour flight, there was no clear disclosure regarding mandatory carry-on baggage fees. At the time of booking, I was only made aware of the ticket price and was not informed that a standard carry-on bag would incur additional charges. Had this been disclosed, I would have selected another ********** the airport, as I attempted to board, I was stopped and informed that I had to pay $158 because both my mother and I each had a carry-on bag. These were not oversized items, but standard carry-ons that nearly every airline allows. This fee was demanded at the gate, leaving me with no option but to pay in order to avoid missing my flight.I immediately raised a complaint with the Spirit Airlines representative, who admitted that I should not have been charged since I had not been made aware of the fee beforehand. However, they claimed they had no authority to refund me and that waiting for a manager would cause me to miss my flight. This forced me into an unfair situation where I was left with no choice but to pay the fee under duress.I also attempted to resolve this issue through Spirits customer service afterward, but they have not provided any assistance or resolution.This experience reflects deceptive pricing, lack of transparency, and poor customer service. As a paying customer, I was blindsided with unexpected fees and treated dismissively when seeking help.Resolution Sought:I am requesting a full refund of the $158 carry-on baggage fee that I was unfairly charged.I bought the tickets on August 30th, and I boarded my flight and got charged $158
Business Response
Date: 09/15/2025
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 agreed upon ancillary policies and fees.

At Spirit, we aim to offer the lowest airfares in the industry to get you from point A to B. We prefer to let you personalize your travel so that you only pay for the things you need or want. While we do charge separately for bags and assigned seating, this allows you to tailor your trip, which really protects your pockets!

Your ticket includes your seat and a personal item. This could be something like a small backpack or purse but must fit entirely in the sizer box (18x14x8 inches) at the check-in counter and gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag, is an additional charge. Keep in mind, baggage prices are more affordable when purchased in advance and online.

You can always maximize savings on all bags for you and every guest traveling on your reservation by signing up for the Spirit ************ For more details on how to enroll, just click the link below and let the savings begin!
****************************************************************************

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

Have a great day!
Customer Answer
Date: 09/15/2025

Complaint: 23866135

I am rejecting this response because:
Response to Spirit Airlines

Thank you for your reply. Unfortunately, I must reject this response as it does not address my complaint or resolve the issue.

The problem is not that Spirit charges for bags in general the issue is that Spirit failed to clearly disclose the $158 carry-on fee at the time of booking. When I purchased my tickets, there was no clear or prominent notice that a standard carry-on would incur such a charge for a 5.5-hour flight. Had I known this, I would have booked with another airline.

At the airport, I was blindsided at the gate and told I had to pay $158 for my mothers and my carry-on bags or be denied boarding. This was not a choice it was coercion under duress, as I risked missing my flight if I did not pay immediately. The gate representative themselves admitted that I should not have been charged since there was no disclosure at purchase, but said they had no power to help me.

Your response offering explanations of Spirits policy and suggesting I sign up for the Spirit *********** does not resolve the fact that I was unfairly charged. Policies are irrelevant if they are not properly disclosed to consumers before purchase.

Resolution Requested: I am requesting a full refund of the $158 baggage fee that was charged to me at the gate. Anything less is unacceptable, as I was not provided clear disclosure in advance and was forced to pay under threat of being denied boarding.

Sincerely,

***** *****
Business Response
Date: 09/15/2025
As previously stated, your ticket includes your seat and a personal item. This could be something like a small backpack or purse but must fit entirely in the sizer box (18x14x8 inches) at the check-in counter and gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag, is an additional charge. Keep in mind, baggage prices are more affordable when purchased in advance and online.

You can always maximize savings on all bags for you and every guest traveling on your reservation by signing up for the Spirit ************ For more details on how to enroll, just click the link below and let the savings begin!
****************************************************************************
As outlined and agreed upon in our Contract of Carriage when securing a booking our fares, fees and ancillaries are non-refundable and non-transferable. Please know, that all Spirit bag charges are non-refundable.

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: 09/15/2025

Complaint: 23866135

I am rejecting this response because:

Rebuttal to Spirit Airlines

I must reject Spirits latest response, as it once again fails to address the substance of my complaint.

This is not about whether Spirit has a baggage policy. The issue is that Spirit failed to provide clear disclosure of the $158 carry-on fee at the time of purchase. A hidden or unclear fee is a deceptive trade practice, regardless of what is buried in a Contract of Carriage.

Furthermore, this charge was not voluntary. I was stopped at the gate and told I could not board unless I immediately paid $158. That is payment under duress, not consent. Even the gate agent admitted I should not have been charged, but said they lacked authority to help.

Restating company policy does not resolve the matter. A proper resolution would be a refund of the $158 that was unfairly collected.

If Spirit refuses to resolve this complaint through the BBB, I will be filing a formal complaint with the ********************************* (DOT) as well as my state Attorney Generals consumer protection office for deceptive and coercive practices.

Resolution Requested: Refund of $158 baggage fee.

Sincerely,

***** *****
Business Response
Date: 09/16/2025
We are unable to honor your refund request.All Spirit bags and ancillary charges are non-refundable.
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: 23866135

I must again reject Spirits response. Simply restating your policy and claiming that all baggage fees are non-refundable is not a resolution to my complaint.

The central issue is that Spirit failed to clearly disclose the $158 carry-on fee at the time of booking. I was ambushed with this charge at the gate and told that if I did not pay, I would be denied boarding. This was not a voluntary purchase it was payment under duress. Even your own gate agent admitted I should not have been charged, but refused to help, leaving me with no choice but to pay.

Hiding behind the Contract of Carriage after the fact does not excuse a failure to provide transparent disclosure before purchase. That is a deceptive and unfair trade practice.

I am again requesting a refund of the $158 baggage fee. If Spirit refuses to resolve this complaint, I will have no choice but to escalate further by filing formal complaints with the ********************************* and the ********************************************** for deceptive practices. I will also be disputing the charge directly with my credit card issuer.

I am still open to resolving this matter directly with Spirit through a refund.

Resolution Requested: Refund of $158 baggage fee.

Sincerely,

***** *****

Business Response
Date: 09/16/2025
Wehave carefully reviewed your complaint and our resolution remains unchanged. There will be no further correspondence regarding this matter
Customer Answer
Date: 09/19/2025

Complaint: 23866135

I am rejecting this response because:

I reject Spirit Airlines refusal to resolve this matter. Repeating non-refundable policies does not excuse the fact that the $158 carry-on fee was not disclosed at the time of booking and was collected under duress at the gate.

This is not a voluntary ancillary purchase it was an undisclosed charge that I was forced to pay in order to board my flight. Even a Spirit representative admitted I should not have been charged.

Since Spirit refuses to address the core issue, I will now be filing formal complaints with the ********************************* and the *********************************************** and I will also be pursuing a credit card dispute for the $158.

Resolution Requested: Full refund of $158.

Sincerely,

***** *****
Initial Complaint
Date:09/09/2025
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 purchased ticket for my nephew MD. ******* ***** and also paid for Carry On bag on 08/06/2025 from spirit airlines, from *******(ATL) to ******** (BWI) FOR 09/06/2025, the flight was rerouted to *******, ** instead of BWI. because of weather. Spirit airlines confirmation number# UGIRKL Then spirit airlines told passengers to get off from plane, passengers should make their self arrangements . Spirit airlines did not reissue any boarding pass to him from *******, ** to BWI . Then he rented a car which cost $200 from *******, ** to ****I am supposed to reach here at 3.30 pm on 09/06/2025, but I reached here at 1 am.Spirit airlines should refund my money $200.00 asap without wasting any time to my original payment method.
Business Response
Date: 09/11/2025
Hi Mehfila,

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'm terribly sorry to hear about your recent experience with us. I'd be happy to do all that I can to help, however, our records indicate that your name isn't listed on this reservation. Due to our guidelines for confidentiality, I'm unable to discuss the details of this booking with you. The safety, privacy and security of our passenger's information is our top priority. The listed guest will need to file their own case for any assistance. Once the case has been filed it will be worked in the order it was received.

Have a great day!
Initial Complaint
Date:09/09/2025
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 purchased a ticket with Spirit Airlines online in July 2025 and prepaid for one carry-on bag based on my initial travel plan.On the morning of my flight ([August 22, 2025], [Flight #**** and 2121/ Route: MSY ? EWR]), I realized I needed to check a bag instead of bringing a *********** the airport check-in counter, I asked the Spirit agent to apply what Id already paid for the carry-on toward a checked bag and allow me to pay only any difference.The agent said that wasnt possible at the airport; I would need to pay the full checked-bag fee there, and then customer service could refund the prepaid carry-on because I would not be taking it.I proceeded as instructed, paid the checked-bag fee, and did not bring any carry-on aboard only a personal item (purse), which is included in the fare.After travel, I contacted Spirit; a representative acknowledged the situation and initiated a refund claim.On [September 8, 2025], Spirit denied the refund, stating that because my record shows payment for both a carry-on and a checked bag, the checked-bag amount is ancillary.This denial ignores the core fact: I did not use a carry-on and only checked one bag. I effectively overpaid for luggage due to Spirits process at the airport and the guidance given by Spirit staff.
Business Response
Date: 09/10/2025
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 bag issue.

We are unable to honor your refund request.All Spirit bags and ancillary charges are non-refundable.

As outlined and agreed upon in our Contract of Carriage when securing a booking our fares, fees and ancillaries are non-refundable and non-transferable. Please know, that all Spirit bag charges are non-refundable. We appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy. 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.

We appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy.
Customer Answer
Date: 09/10/2025

Complaint: 23860355

I am rejecting this response because it was not an ancillary bag. I switched the carry-on that I prepaid for to a checked bag. It wasnt an additional bag that I was purchasing so I should be refunded for the carry-on since I ended up not actually using a carry-on. The bag that was SUPPOSED to be a carry-on, I ended up paying to have it checked instead. If you do not honor this, I will be pressing legal charges and sharing this with the media which doesnt look too great for a business that just files for bankruptcy.

Sincerely,

****** *******
Business Response
Date: 09/11/2025
As previously stated, all fees are non-refundable. There will be no refund issued.
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.
Any legal communications should be addressed to:
Spirit Legal Dept.
*****************************************************************
Customer Answer
Date: 09/11/2025

Complaint: 23860355

I am rejecting this response because I am owed a refund. And I will keep pressing until I receive what is due to me. You are basically telling me you stole money from me and you are agreeing to the fact that you are keeping my money that I overpaid, which is theft, which is a criminal action.

Sincerely,

****** *******
Initial Complaint
Date:09/09/2025
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 husband and I went to book a flight from nyc to ****** using our spirit miles. We rarely fly them but we have a spirit credit card so weve accrued many points. When booking the flight today we learned that in addition to paying with points there is $400.00 taxes added for three round trip flights. This does not include the $50.00 per person baggage fees. The additional fees are more than charged by other airlines and the mileage program is a farce. I attempted tonspeaknwithba supervisor after the customer service representative said this is the policy and a supervisor will tell me no differently. She then transferred me but was put on hold for quite a while so hung up.
Business Response
Date: 09/11/2025
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 fees associated with redeeming Free Spirit points.

The Terms & Conditions were provided and agreed upon when you joined the Free Spirit program. I have provided the below that aligns with your concerns.

Free Spirit Point Redemption and Reward Travel 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.

I have also provided the below disclaimer that is shown on Spirit's website and mobile app when using points.
Reward redemptions are subject to federal taxes/fees of up to $5.60 and redemption fee of up to $50 based on your day of travel per passenger. Free Spirit Silver, Gold Members and select Free Spirit Credit Card holders will have the redemption fee waived. Terms and conditions apply.

If you'd like to book a reservation, change or cancel a reservation, or manage travel, we recommend using ************************ - its cheaper too! If you have an issue you can't resolve here, one of the numbers below should suit your needs.
Spirit Sales and ***************************** and Domestic
You can call us Toll Free at 1-855-SAVE-555 *************) or
text us at *****, or use ************ on WhatsApp
24 hours a day/ 7 days a week
*When calling from Mexico dial *********

Assistance for the hearing impaired

For TTY/TTD dial 711

Have a great day!
Initial Complaint
Date:09/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint Against Spirit Airlines Flight WM9GPT (******* ? ********* ? *********, June 26, 2024)I purchased two tickets on Spirit Airlines for myself and my pregnant wife. Our itinerary was Flight 2369 DTWLAS at 6:23 PM connecting to Flight 741 LASSAN at 9:10 PM for $********* 3:44 PM ET I received a Spirit text delaying Flight 2369 until 7:36 PM. We checked in at 5:20 PM, and the Spirit app showed boarding would begin at 6:51 PM with doors closing at 7:21 PM. We arrived at the gate at 7:00 PM, but Spirit agents told us the flight had already boarded early and the gate was closed. Spirit provided no texts, emails, app updates, or announcements. The plane did not depart early it remained on the runway until 7:36 PM, the communicated delay time.Worse, Spirit agents mocked us and one directed a racial slur at me (whiny white boy) in front of my pregnant wife. Spirit made no effort to assist us, offer meal vouchers, hotel accommodations, or rebooking. I was forced to buy another Spirit flight (KK285G, $180.18), plus over $230 in hotel/transportation and $40+ in food expenses.I have photos, videos, timestamps, app screenshots, and gate displays proving Spirit failed to communicate changes and that the flight did not depart early. When I later contacted Spirit, I was met with false and contradictory statements, including claims I was late to the counter (false, I checked in more than two hours before departure) and even that I had already boarded the flight.Requested Resolution: Full reimbursement of the original tickets, the replacement flight, and full coverage of hotel, transportation, and food costs. This situation was entirely due to Spirits communication failures and the unacceptable conduct of its employees.
Business Response
Date: 09/09/2025
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.
Ive found that you also submitted a complaint with the ****************************. Our dot Specialist provided you with the below response. As such, the above position will remain unchanged.
Hello *******,

Thanks for bearing with us while we reviewed your note to the **************************** (***). They have asked us to respond to you directly, and I have taken a thorough look at your concerns as they are very important to us at Spirit.

Im sorry to read about the difficulties you experienced during your travels with us from ******* to ********* on July 26th. Our records indicate that flight NK-2369 was delayed due to weather and Air Traffic Control decisions. Please note that weather nearby or even hundreds of miles from your departure or arrival airports can affect a flight. When weather conditions deteriorate, ATC re-routes planes around adverse weather which causes less airspace and triggers delays and cancellations as ATC makes sure that there is enough safe space between aircraft. We do all that we can to leave on time, but the safety of our guests and crew will always come first.

When a Guest provides us with their email address during the booking process, we will email flight status notifications when a flight is cancelled, delayed or changes gates,?within?30 minutes of us becoming aware of such a status change. Based on our records, I see we were able to properly notify you of delay updates to the email address on file; ******************************.

Nevertheless, Im sorry to read that you were unable to make your flight. During irregular operations, like a?delay, information can change quickly, as our personnel behind the scenes work?diligently?to provide transportation as scheduled,?or as soon as possible.?In the event of a delay, Guests are recommended to check-in for their flights based on the original scheduled departure. Once they arrive to the gate, we recommend our Guests remain in the gate area for updates and possible early departures. Spirit shall not be liable to any guest who misses a flight, which departed earlier than the estimated departure time posted for the delay. Our policies regarding check-in can be viewed in Section 2.3 and 2.4 of our Contract of Carriage, in confirmation emails, and at ***************************************************************;

When a Guest misses a flight, we try our best to re-accommodate them on our next available flight for a $99 Same Day Change (SDC) charge per ticket. In this case, I see you were provided the next available flight for same day departure at no additional cost as a courtesy and I am happy to see you were able to successfully complete travel on the rebooked flight.

*******, please allow me to clarify that at Spirit, our employees and contractors reflect our culture of treating all people with dignity and respect. Please rest assured that we do not discriminate against anyone on any basis, and we are proud of our diverse workforce and clientele. I assure you that we are committed to offering quality ************* and ensuring that your flight experiences are both positive and memorable. I hope that despite this incident, we get a chance to welcome you on a future Spirit flight. Should you find you need further assistance, please do not hesitate to reach out.

Best,

Lex G
Spirit DOT Compliance Team
Customer Answer
Date: 09/18/2025

Complaint: 23858722

I am rejecting this response because:

Spirits response misrepresents key facts and fails to address the actual basis of my grievance, including their DOT response, which I replied to in detail, but Spirit failed to address or answer.I want to remind the Spirit representatives that unfair or deceptive practices are prohibited under 49 U.S.C. *****, and is a form of fraud.

My issue is not with the weather delay itself, but with Spirits failure to provide accurate boarding information, premature gate closure, lack of rebooking assistance, and unprofessional discriminatory conduct by its employees.
1. Weather/ATC Delay (Irrelevant to My Complaint)
Spirit states the flight was delayed due to weather/ATC. I do not dispute that the flight was delayed. The problem is that Spirit failed to honor the posted boarding time and closed the gate early without notice, leaving passengers stranded despite being present before the posted cutoff. The cause of the delay has no bearing on Spirits obligation to provide accurate and consistent communication to its passengers.
2. Notification Failure
Spirit claims it properly notified me of changes by email to ************************** is false. The only communication I received was a single text & email at 4:44 PM advising me of a 7:36 PM delayed departure.
Spirits app and the gate display both showed boarding at 6:51 PM with doors closing at 7:21 PM.
My wife and I were physically at the gate by 7:00 PM well before the posted cutoff.
Spirit closed the gate early with no text, email, intercom, or app update to notify passengers.
I have screenshots of the Spirit app and gate monitor that confirm this.
3. Gate Mismanagement
Spirit argues that guests must remain in the gate area for possible early departures. The plane did not depart early; it pushed back at 7:36 PM, the exact delayed departure time Spirit itself communicated. Closing the gate early while the aircraft sat at the gate until 7:36 PM demonstrates mismanagement,not an early departure.
4. Rebooking Claim (False)
Spirit states I was provided the next available flight at no additional cost.This is factually untrue. My destination was *********, not *********. Spirit refused to rebook me, and I was forced to purchase a replacement flight (KK285G) to ********* for $180.18, plus hotel ($166.74), transportation ($67.30), and food ($42.23) expenses.
Total out-of-pocket costs: $641.61.
Spirit provided no rebooking assistance, no credits, no hotel, no transportation, and no meal vouchers, despite my wife being pregnant and unwell. I have receipts for all expenses and the replacement ticket.
5. Employee Misconduct
Spirits response simply denies discriminatory behavior with boilerplate language. This is unacceptable. One of Spirits gate agents directed a racial insult at me, calling me a whiny white boy, while others laughed and taunted us. I have video and photo evidence with timestamps documenting this behavior.Spirit has provided no indication that it investigated this serious misconduct.
6. Resolution Requested
I respectfully request:
Full reimbursement of the original tickets ($185.16).
Reimbursement of the replacement flight ($180.18).
Reimbursement of hotel, transportation, and food expenses ($276.27).
Total reimbursement requested: $641.61.
This amount reflects only my direct out-of-pocket costs caused by Spirits failures and misconduct.
Closing
Spirits response does not address the core issues: premature gate closure,lack of communication, denial of boarding despite my timely presence, forced purchase of a new flight, and racist treatment by its employees. Weather and ATC delays are irrelevant when the flight itself departed at the communicated time, but Spirit refused to allow us to board.
Spirits denial amounts to a deliberate misrepresentation to both me and this Bureau.
I ask that the BBB require Spirit to respond to the actual facts and provide appropriate reimbursement.
I have added additional photos for BBB and Spirits reference. All photos are explained in the title of photo.

Exhibit Index Spirit Airlines Flight 2369 (June 26, 2024)
Communications (Delay Notices / App Updates)
Spirit email delay notice (4:45 PM ET) departure updated to 7:36 PM, arrival to 8:54 PM.
Spirit text message delay notice (4:44 PM ET) only text update provided, confirms 7:36 PM departure.
Spirit text messages at 4:44 PM no further flight updates, only marketing (proves Spirit never informed of early departure).
Spirit app screenshot (7:09 PM ET) still showing 7:36 PM departure, consistent with email/text, no early change.
Boarding Passes / Door Close Times
5. Boarding pass ******* ******** (doors close 7:21 PM).
6. Boarding pass **** ***** (doors close 7:21 PM).
7. Boarding pass (screenshot 7:07 PM ET) still showing doors close at 7:21 PM, no updates from Spirit.
Gate / Ground Evidence
8. Photo of gate monitor (7:22 PM ET) screen showing departure as 7:36 PM.
9. Gate monitor photo #2 (7:23 PM ET) same departure time, no early change.
10. Photo of Spirit aircraft still at gate (7:15 PM ET).
11. Photo of Spirit aircraft still at gate (7:27 PM ET).
12. Photo of Spirit aircraft pushing back from gate (7:36 PM ET, scheduled departure time) confirms flight did not leave earlier than published.
13. Weather screenshot (6:58 PM ET) thunderstorm causing delay, indicating flight would not take off early due to severe weather.
Replacement Flight & Costs
14. Flight confirmation KK285G purchased at 9:32 PM ET (replacement flight to ********* after Spirit refused assistance).
15. Second screenshot of replacement flight booking, showing cost of $180.18.
Agent Misconduct
16. Photo of Spirit counter agent individual who made racist remark (whiny white boy).

Sincerely,

******* ********
Business Response
Date: 09/18/2025
As previously stated, Ive found that you also submitted a complaint with the ****************************. Our dot Specialist provided you with a response. As such, the above position will remain unchanged.
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: 09/18/2025
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Customer Answer
Date: 09/18/2025
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Customer Answer
Date: 09/18/2025
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Customer Answer
Date: 09/18/2025
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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.
Ive found that you also submitted a complaint with the ****************************. Our DOT Specialist provided you with the below response. As such, the below position will remain unchanged

Hello *******,

Thanks for bearing with us while we reviewed your note to the Department of Transportation (***). They have asked us to respond to you directly, and I have taken a thorough look at your concerns as they are very important to us at Spirit.

Im sorry to read about the difficulties you experienced during your travels with us from ******* to ********* on July 26th. Our records indicate that flight NK-2369 was delayed due to weather and Air Traffic Control decisions. Please note that weather nearby or even hundreds of miles from your departure or arrival airports can affect a flight. When weather conditions deteriorate, ATC re-routes planes around adverse weather which causes less airspace and triggers delays and cancellations as ATC makes sure that there is enough safe space between aircraft. We do all that we can to leave on time, but the safety of our guests and crew will always come first.

When a Guest provides us with their email address during the booking process, we will email flight status notifications when a flight is cancelled, delayed or changes gates,?within?30 minutes of us becoming aware of such a status change. Based on our records, I see we were able to properly notify you of delay updates to the email address on file; ******************************.

Nevertheless, Im sorry to read that you were unable to make your flight. During irregular operations, like a?delay, information can change quickly, as our personnel behind the scenes work?diligently?to provide transportation as scheduled,?or as soon as possible.?In the event of a delay, Guests are recommended to check-in for their flights based on the original scheduled departure. Once they arrive to the gate, we recommend our Guests remain in the gate area for updates and possible early departures. Spirit shall not be liable to any guest who misses a flight, which departed earlier than the estimated departure time posted for the delay. Our policies regarding check-in can be viewed in Section 2.3 and 2.4 of our Contract of Carriage, in confirmation emails, and at ***************************************************************;

When a Guest misses a flight, we try our best to re-accommodate them on our next available flight for a $99 Same Day Change (SDC) charge per ticket. In this case, I see you were provided the next available flight for same day departure at no additional cost as a courtesy and I am happy to see you were able to successfully complete travel on the rebooked flight.

*******, please allow me to clarify that at Spirit, our employees and contractors reflect our culture of treating all people with dignity and respect. Please rest assured that we do not discriminate against anyone on any basis, and we are proud of our diverse workforce and clientele. I assure you that we are committed to offering quality ************* and ensuring that your flight experiences are both positive and memorable. I hope that despite this incident, we get a chance to welcome you on a future Spirit flight. Should you find you need further assistance, please do not hesitate to reach out.

Best,

Lex G
Spirit DOT Compliance Team

Customer Answer
Date: 09/22/2025

Complaint: 23858722

I am rejecting this response because:

It is evident that Spirit has not reviewed the documents I provided, as none of their responses reference or acknowledge a single piece of the evidence submitted. Spirit continues to reference my **************************** complaint as if it substitutes for a BBB response. The *** and BBB are entirely separate processes, and Spirit is obligated to address this BBB complaint directly with facts, not recycled boilerplate from another forum.Moreover, the *** specialist never properly or accurately addressed my concerns I raised including premature gate closure, lack of notification, false rebooking claims, and employee misconduct, all of which remain unresolved.

I want to again remind the Spirit representatives that unfair or deceptive practices are prohibited under 49 U.S.C. ***** and is a form of fraud.

Spirit has now submitted three nearly identical responses,all of which recycle their *** template language and avoid addressing the documented evidence in my complaint. These non-answers themselves constitute bad faith and deliberate misrepresentation. Spirit has also made repeated false statements on the BBB record, including the claim that I was rebooked free of charge and that I received proper flight notifications both of which are disproven by my receipts, screenshots, and boarding passes.

To be clear, the issues are:

Spirit closed the gate before the published 7:21 PM cutoff, despite my wife and I being present at the gate by 7:00 PM.

Spirit provided no texts, emails, app updates, or announcements advising of an earlier boarding time or gate closure. My screenshots, boarding passes, and gate monitor photos prove this.

The flight did not depart early. Photos and timestamps show the plane remained at the gate until 7:36 PM, the exact delayed departure time Spirit communicated.

Spirit refused to rebook me. I was forced to purchase another Spirit flight (KK285G, $180.18) and pay $276.27 in hotel, transportation, and food costs. Spirits claim that I was rebooked at no cost is false and contradicted by my receipts.

A Spirit gate agent directed a racial insult at me in front of my pregnant wife. Spirit has made no indication it has investigated this misconduct.

My total out of pocket damages are $641.61. Spirits repeated denials and misstatements violate 49 U.S.C. *****, which prohibits unfair and deceptive practices.

I respectfully ask that the BBB require Spirit to respond directly to the evidence and documented costs I have provided, rather than recycling non-responsive template statements. If Spirit continues to refuse to engage in good faith, I will pursue further escalation by any means necessary,including through ***, small claims court, and consumer protection statutes covering unfair and deceptive practices.

Sincerely,

*******
Initial Complaint
Date:09/08/2025
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 submitting this formal complaint regarding Spirits refusal to allow me to use a Future Travel Voucher in combination with Free Spirit miles.According to the official voucher terms published on Spirits website, a Future Travel Voucher:Must be used by the person it was issued to Is valid for one-time use on base fare, carrier fees, taxes, and most ancillaries Cannot be redeemed for cash or used on vacation packages or car rentals Must be booked by the vouchers expiration date At no point in the voucher terms and conditions or in the Free Spirit ****************** does Spirit disclose that vouchers cannot be combined with miles for the purchase of a ticket. Despite this, Spirits booking system and agents have refused to allow me to apply both forms of payment on the same reservation.This amounts to a material restriction that was not disclosed at the time of voucher issuance or within Spirits published terms. Customers cannot reasonably be expected to know of or anticipate such a limitation unless it is explicitly stated in writing. By failing to disclose this restriction, Spirit has prevented me from fully using the voucher and miles as intended.
Business Response
Date: 09/09/2025
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 redeeming a voucher and Free Spirit points.

In both the voucher and Free Spirit Terms and Conditions it states, offers cannot be combined. I have provided the below for reference.

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 **************.

Free Spirit Point Redemption and Reward Travel 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. Reward Tickets have no cash value and are non-refundable. Any tax consequences of a Reward Ticket are the responsibility of the Member.

I hope this information helps!
Initial Complaint
Date:09/08/2025
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.
*August 26, 2025 *Flight from ******* to ********* *I paid $200 for the flight plus used ****** miles. I want a full refund and my miles that were used reinstated to my account. *I boarded the airplane at approximately 10:50am EST to 11:00am EST. The plane sat on the tarmack at the ********** until 1:10p. EST. While sitting on the plane for nearly 2 and a half hours, I was denied water. Passengers were told to close the window shades and open the vents to cool off.* When the plane finally landed in *********, the pilot was coming in really fast and had to use an additional brake, or brake again after landing; I'm not sure which since I'm not a pilot. When the additional braking of the aircraft occurred, it caused me, and other passengers, to jerk forward. Approximately 30 minutes or so later, my neck felt really sore and I got a migraine. I called my doctor and since I already had an appointment the following day, the medical assistant documented the concern for whiplash and advised I speak to the doctor at my appointment on August 27, 2025. My doctor advised moist heat and heating packs for whiplash. She stated if it still hurt after a week or so to call and schedule another appointment. I am making that phone call tomorrow, September 9, 2025.*I have reached out to Spirit Airlines on numerous occasions regarding this matter. Each time I am told that someone will reach out to me via email. The first time I was told 7 to 10 days. After 12 days, I contacted Spirit Airlines again and was told via chat that because my case had taken more than 7 days, the representative expedited it and I would receive an email within 24 hours. It has been more than 4 days and I still have not received anything. I contacted Spirit Airlines via chat again today (they do not have a phone number for complaints/concerns) and I was given the same information...that someone would be in contact with me via email in ***** hours. I was told they cannot call me to discuss the concern.
Business Response
Date: 09/10/2025
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'm so sorry that your recent experience with us was not pleasant. I want to research this matter for you, so Ive gone ahead and forwarded this incident to our Disability Specialist. Once the reports are gathered, they will be in touch with you. The investigation may take some time to complete, so I thank you in advance.
Initial Complaint
Date:09/08/2025
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 enrolled to the Spirit *********** that you have to pay $69 per year. In the benefits they list discounts in flight fares, seats and bags (picture attached of listed benefits from their website). I tried to buy a seat from my app, my account, and the price of the seat is exactly the same $38 as shown in my husbands app that hes not a Spirit *********** members. Why they offer you will get discount in seat prices when its clearly not true (enclosing pictures of seat prices from my account and husbands account where it says $38 same price in both. Same price for member and not member.
Business Response
Date: 09/10/2025
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 Spirit *********** benefits issue.
As outlined and agreed upon in the Terms and Conditions, Membership in the Club does not guarantee continued availability of such discounts. I have provided the verbiage below.
2.3. Club Members will have access to discounted fees for reserved seats. Membership in the Club does
not guarantee continued availability of such discounted seat fees. *********** seat fees will be
displayed on ************************ when available. Subject to availability, up to eight (8) guests traveling on the
same reservation as the Club Member may also be eligible for discounted fees for reserved seats,
which such discounts may differ from those offered to the Club Member

Customer Answer
Date: 09/10/2025

Complaint: 23857812

I am rejecting this response because: the reasons they gave are not the ones listed in their website as benefits of being a savers club member (enclosing benefits stated on their website) it says access to discounted price in seats and bags, it never says the words where available they only mention the word available for the lowest price in flight tickets. Theyre lying to customers. Again, if I enter with my husbands login and not a club savers member the price of the seat is exactly the same as in my account. I dont see the discounted price I should receive for the seats. They should list it in the benefits of the club. Theyre lying and confusing customers. I have 3 reservations already and in those 3 I get the same price for the seats that my husband (regular customer) gets.

Sincerely,

******* *****-******
Business Response
Date: 09/11/2025
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: 09/11/2025

Complaint: 23857812

I am rejecting this response because: they dont support their answers with facts, they just said its their guidelines when perfectly what they show on their website as benefits of the *********** are not true, they should change them and state there they dont give you discount in seats and bags. Theyre lying to customers in the benefits and ******************** should do something about it

Sincerely,

******* *****-******

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