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

  BWI Baltimore, MD 21240

• 

  Spirit Airlines

  84 State St Boston, MA 02109-2202

• 

  Spirit Airlines

  114 N. Raliegh Avenue Atlantic City, NJ 08401

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

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:03/08/2023

  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 purchased 2 airline tickets on 2/7 and unexpectedly had to cancel them on 2/8. This was done properly on their website and done within the " ****************************'s 24 hour refund regulation for all airlines in the US" and within total compliance of Spirit's 7 day departure policy. I printed a copy of the form from Spirit stating the flight was canceled (with the correct refund amount and correct credit card (last 4 digits) ***I then didn't think much of this until receiving an email on 2/13 that my flight was modified. I called Spirit and spoke to "*******" and asked why I was still confirmed for the flight. I then asked for a supervisor and spoke to "*****". He said we had to do a complaint form. All calls were recorded (due to my brain disorder) and they were informed of this. I also wrote notes. I filled a complaint and uploaded the copy of the document showing the refund. The complaint form didn't allow me to copy it in full so I screen shot what I could. ***On 2/17/23 we thought about trying to do the trip, since it was clear we were going to loose non-refundable car rental money and ****** hotel reward points, as well as struggle to get flight money refunded. I called Spirit again. I spoke to ***** who stated if we go the complaint would just be voided. *** I filed a 2nd complaint on 2/18/23 explaining the loss of everything.We then received 5 more emails about general info you would get with a confirmed flight. ***We then received 4 more emails from the Spirit ************* mostly from a person called "America", first asking for the same form with the refund information and the last email saying they could give us a credit to use in 90 days. *** The 30 days is up for them to respond to the complaint and I clearly informed them (through email) that we don't want a credit. We just want the refund that was done properly and they say they already refunded and didn't.

  Business Response

  Date: 04/03/2023

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  As a one-time courtesy, I have gone ahead and issued a refund in the amount of $377.56 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

  Customer Answer

  Date: 04/03/2023

   
  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:03/08/2023

  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.

  Sunday evening (March 5) my husband was involuntarily bumped from our flight from ******* to ************* and separated from our family leaving me to travel alone with our 2, 5 and 10 year old. Upon checking in, we spoke with the Spirit attendant checking us in and asked if we should pay the $115 per seat to ensure we would be seated together as a family. They told us not to spend the additional $575 and that our seats would be assigned by the time we got to our gate. We checked in with the gate attendants only to be informed there were no seats for us because they had oversold the plane. Despite the fact that three people volunteered to stay behind to free up the spots Spirit accepted two of those people (a grandmother and her 9 year old grandson) to volunteer their seats but refused to let the grandad volunteer his seat effectively now splitting up both their family AND ours. After the plane left with the rest of us on it and my husband left behind, Spirit did nothing to accommodate him getting home. He booked a separate flight without their assistance and they offered him no information - written or otherwise - about his rights, compensation, or new flights. They were awful. In addition to inconvenience there are several monetary impacts at play. We paid for bags that werent transported and for WIFI that went unused. In fact - none of the wifi codes I tried to redeem worked. I continued to get error messages and the onboard attendants couldnt help us.We have contacted them through customer chat several times, through their ******** private messenger (as they requested), through an email submission form and tried calling (no answer). The only response we have received is through fb messenger where they blamed us and ended the chat.

  Business Response

  Date: 04/06/2023

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I'm so sorry that your recent experience with us was not pleasant. I want to research this matter for you, so Ive gone ahead and requested a station report. Once the reports are gathered, Ill be in touch with you. 

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For our return trip from ************ on 2/5/23 # HM5FTK I purchased 2 aisle seats 15 C and 15 D for me and my son. When we got on the plane the flight attendants told us they gave away our seats to another family. We were out in middle seat. At 65 thats not ideal. I dont think its right that I purchased seats and they gave them to someone else and wont reimburse me for my seat purchase. I filed a complaint with the airlines. After 3 weeks or so to get back to me they said the itinerary said we sat in our assigned seats so they couldnt give me a refund. This is simply not true and false information. We did not sit in our purchased seats. This seems like a bit of a scam to me. I would appreciate your help with this because I dont think its right . Thank you,CR

  Business Response

  Date: 04/03/2023

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I'm so sorry that your recent experience with us was not pleasant. I have reviewed your reservation HM5FTK and I see your refund was processed in the amount of $42.00 back to your card ending in 0174. 

  Customer Answer

  Date: 04/03/2023

   
  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:03/07/2023

  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.

  This was my first and only time flying with Spirit.We(my bother) purchased a flight and paid $59 for a luggage fee. Once I arrived to the counter to check in my luggage they stated it was over weight ( Heavy) I was charged another $69 dollars for the luggage. I didn't even have the option to pay the difference in the weight. I had a bag in the luggage but paying for a carry on would have cost me $79 dollars. I contacted Spirit when I arrived home. I received an email sorry for the inconvenience here's a 50 dollar credit towards your next flight. I let them know that I would not be flying would prefer a refund. They responded :"Your concerns have been addressed and the resolution has been thoroughly clarified."This company is really charging ridiculous rates. The fact they are allow to get away with it is dishearten.The only reason we used this airlines was due to a family emergency. This would not have been a airline I would have ever flown with.

  Business Response

  Date: 04/03/2023

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Because we strive to offer the absolute lowest fare possible, Spirit has implemented a baggage weight limit of 40 lbs. Less baggage weight means less fuel, and more money for you. We are happy to be able to pass along those savings to our Guests in the form of lower fares. 
  
  While other airlines structure their fares to cover all their costs, Spirit charges for transportation and offers options for baggage and other amenities.  We know that other airlines do have higher baggage weight allowances. The good news is, even if your bag weighs a little more than you thought, you can still bring it along. You'll just have to pay a few extra dollars depending on exactly how much your bag weighs. I've provided a link below with more information. Just scroll all the way down for our overweight charges. 
  
  
  www.spirit.com/optionalservices
  
  
  I do apologize but I am unable to honor your request for a refund. 

• Initial Complaint

  Date:03/07/2023

  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 travel for two of my daughters and myself on Spirit Airlines. We had to cancel or travel plans due to the outbreak of Covid-19. We were initially given a credit for travel. When it came clear that the outbreak and travel dangers were going to last longer then our deadline they extended it out. We still had not used the travel credit we were told that we could get a refund. We have not received a refund from the company. I have tried to reach out to the company and they again extended the credit. When I told them that an extension would not work and I was told I could get a refund I have not heard back from them. My last communication from them was over a month ago. Can you please help.

  Business Response

  Date: 03/30/2023

  *********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure. 
  
  
  
  Upon reviewing your reservation, I see you were able to use part of your credit to travel and have a remaining amount $904.54 available for use. 
  
  
  This Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated.
  
  
  You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.
  
  
  The information to your credit is below.
  
  
  Reservation Code: EHISSJ
  Amount: $904.54
  Expiration date: May 09, 2023
  
  
  You dont need to travel by the expiration date, you just need to book your travel by then. Dont forget to read the terms and conditions provided in the link:
  
  
  ******************************************************************************************************************************
  

• Initial Complaint

  Date:03/07/2023

  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 and our two young children had purchased tickets in advance and had a flight from *******, ********** to **************, We had a layover in *********. I had a spirit airlines if we could just drive to the ********* Airport and fly out on our layover instead of joining the first leg of the journey. They assured me three times over that this was completely fine. We arrived at the airport today for our layover in *********, on March 7th. Went to the Spirit Air counter because it wouldn't let me check it online as well as we had to send our car seats in. They would not let us fly out because they said they completely deleted our flights! The woman at the counter was trying her best to help us, however she needed her manager to override the system. Her manager took one hour to even come out to help us, and when she did she refused to help us and told us she couldn't and that she didn't want to lose her job. I told her it happens all the time where they just put you on a new flight for free and that she was able to do that. She was very rude to us, and told us that she would not do anything and that we would have to book another flight by pay! We had just paid for that whole trip, and our stranded at the airport with our two young children crying in line for an hour. We had to book completely different flights with a different airline because of their negligence. They even know that we called, and had assurance from the spirit airline company that we were able to do this. Essentially, we are being blamed because we didn't go to the ******* flight when we were assured by spirit that this is possible. They have my phone call in the system though. We want to be compensated $1,000 for our losses since we lost our flight and had to book another flight with our family of four, as well as being stranded at the airport and having to pay for food. We will never fly with spirit again. ************************* was the manager in ***********.

  Business Response

  Date: 04/05/2023

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  
  Were so sorry to hear that your flight was cancelled. While reviewing your reservation HJY2UD?, I see that you were unable to complete travel with us on the first leg of flight.  Per our Contract of Carriage, when a Guest misses the  first leg of their flight and fails to notify our ****************** or Airport staff prior to missing the flight, the second flight is automatically cancelled. We encourage our Guests to reach out to us prior to their travel time if there are any changes to their travel plans to ensure that their return flight is saved.
  
  
  
  Upon reviewing the call reviews on your reservation, I see you did not advise the reservation agent you would not be taking the first leg of your flight. As a result, you were unable to board the second leg. I see you were issued a full reservation credit and was able to use it towards your next flight. 

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19552126
  
  I am rejecting this response because: I had called days before my trip to ask permission from the spirit airlines agent and she affirmed three times over the phone that I could just arrive at my layover instead of taking the first flight out of **********. I have asked several times from Spirit airlines to please listen to the call that I put in to Spirit airlines as I know they are recorded. I called at the very end of February. I cannot remember the exact day that I had the conversation but it was probably  the 25th or  27th of February.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/06/2023

  Hi *****, 
  
  
  Please provide the phone number you called form in February, as there were no calls made in February regarding your flight HJY2UD. 

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19552126
  
  I am rejecting this response because: 

  ************ Is my phone number, attached is the call log. I cannot remember if it was the 25th or 27th, as I stated prior, but here is proof that I did call ahead of time for the flight on March 7th (I also attached the flight that I called regarding) 

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

  Customer Answer

  Date: 04/11/2023

  ************ Is my phone number, attached is the call log. I cannot remember if it was the 25th or 27th, as I stated prior, but here is proof that I did call ahead of time for the flight on March 7th (I also attached the flight that I called regarding)

  Business Response

  Date: 04/18/2023

  Hi *****
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  As I have fully researched your concerns, and reviewed our Contract of Carriage, I'm afraid I'm unable to alter the position provided.

• Initial Complaint

  Date:03/07/2023

  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.

  On March 6, I purchased travel with reservation GWH7MR. In choosing how to pay, I was shown a price of $51 for full cash payment, or **** Spirit points plus $5.60. I chose to use points and charge the $5.60 to my **** card. It was only when I received the confirmation, via email, that I saw I had been charged $55.60 ($50 over what I had seen online). Initially, I thought it was a technical error and would correct. When it had not been corrected by March 7, I contacted Spirit Airlines via chat. It was then, for the first time, that I was made aware that there was a $50 points redemption fee applied to my reservation. I would not have used my points had I been made aware, during booking, that it would cost me more to use the points than the cash price of the flight! The customer service rep provided me with the terms of use for points within 28 days. I understand them. My complaint is that I was not made aware of the cost prior to purchasing the airfare. As soon as the flight is confirmed, the points redemption fee is non-refundable! I asked for either a refund of the $50 fee or the return of the **** points. The online customer service rep could do neither. and advised a file a complaint via email. I trust the BBB process more. I am seeking a restoration of the **** Spirit points to my FreeSpirit account ********** or the $50 points redemption fee

  Business Response

  Date: 03/30/2023

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  The following non-refundable per-guest award redemption fees will apply: 
  $0 - 28 days prior to departure - $50
  More than 28 days prior to departure -$0
  Before making a flight selection, the guest is advised that there will be a $50.00 redemption fee. Please see attachment below. 
  
  
  I do apologize but we are unbale to honor your request for a refund. 

  Customer Answer

  Date: 03/30/2023

   
  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:03/07/2023

  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 March 3rd we arrived at the airport at 5:30pm. Flight was departing at 7:20pm. We waited in line for approximately ***** mins until we made it to the front to check unto the flight. When we got to the front, the Spirit employee could not locate our reservation in their system. We repeatedly asked him to look it up by my last name instead. Once he finally looked it up by my last name, he was able to locate my reservation. The time was now about 6:37pm and he said "sorry it's too late to check into this flight now." He and his boss refused to override and check us in. They told us to get out of line and rebook a different flight. The total cost of my flight was about $615 and they weren't willing to help us get onto another flight. Spirit was not upholding their contract with their customer and refused to provide help when they were in the wrong. The flight number was: NK2077. Departing: *********, ** 7:20pm Arriving: *******, ** 9:14pm I am writing to request assistance in getting a refund for this flight. Thank you.

  Business Response

  Date: 03/30/2023

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I have reviewed your reservation LBE32L NK-**** ***-*** and I see your flight was canceled via the web on 02/16/2023. 
  
  
  As we are a web-based, Guest-driven airline, Guests are ultimately responsible for the reservations and transactions they have made on the website.
  
  
  Additionally, your refund was processed in the amount f $415.56 back to AMEX ending in **** on 02/16/2023. 

  Customer Answer

  Date: 03/30/2023

  Complaint: 19551155

  
  

  I am rejecting this response because:

  
  

  Spirit Airlines isn't referring to the flight that I submitted a complaint about. They are reffering to an old flight that I purchased on February 16th and then cancelled 24 hours later on February 17th. 

  
  

  The complaint that I submitted to BBB was a flight I purchased on February 17th on "Trip.com". The departing flight was on March 3, 2023 through Spirit Airlines of $194.60. Please refer to my original complaint for an explanation of why Spirit Airlines was negligent in upholding their contract and denied us to check in for our flight.

   

  Please see attachment for screenshots of purchased flights. I have attached both the Departing flight (Spirit Airlines) and the return flight (Frontier Airlines) because we were denied check in by Spirit on March 3, 2023 we were obviously unable to take a return flight on March 5, 2023. I am holding Spirit Airlines responsible for total cost of tickets since they denied us check in to our flights on March 3, 2023 which caused us to lose money for return flight as well.

   

  Spirit Airlines keeps stating that they will not refund me for the tickets because passengers must check into flight 45 mins prior to boarding. 

  As stated in my original complaint with BBB, we arrived at the airport at 5:30pm, waited in the Spirit Airline check in line for approximately 40 mins. Once we reached the front of the line the staff member could not locate our reservation for approximately 20 mins. By the time they located it, it was past 6:35pm and they denied us check in for our 7:20pm flight.

  I am not liable for the cost of these tickets as I reached the attendant at the check in counter more than 1 hour prior to boarding. It was because of system error by Spirit that we were "too late" to board our flight. 

  Not only did they deny us check in, but they refused to assist us to get on another flight to ******* even though they were at fault. 

  Sincerely,

  
  

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

  
  

  
  

  Business Response

  Date: 04/02/2023

  Hi *******, 
  
  
  Thank you for your reply, The information provided to our agents were incorrect. As they did not have the correct confirmation number, they were unable to locate your flight. 
  
  
  Additionally, your reservation reflects that you did not check-in for your flight on 03/03/2023. 
  
  
  
  Checking in online at Spirit.com is the quickest way to check in for your flight and print your boarding pass. Check-in begins 24 hours before departure. As all Spirit reservations are booked as non-refundable, I am unable to issue a refund. 

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19551155
  
  I am rejecting this response because:

  We CANNOT use the online check in system and are required to check in for our flights "in person" as we are flying as an Armed Law Enforcement for the US Marshal ******** It is required by law that we "check in" in person. By not allowing us to check in, Spirit has prevented law enforcement from flying while being on duty.

  With that said, it could not be avoided checking in for our flight in person. 

  yes, Spirit was not able to locate our flight right away, but then they looked up the flights under my name "*********************************" and were able to locate it. By the time it was located it was too late to check us in. Again, Spirit completely dismissed us and refused to further assist us to get into another flight. A refund should be considered given the specific situation. 

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

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19551155
  
  I am rejecting this response because:

  We CANNOT use the online check in system and are required to check in for our flights "in person" as we are flying as an Armed Law Enforcement for the US Marshal ******** It is required by law that we "check in" in person. By not allowing us to check in, Spirit has prevented law enforcement from flying while being on duty.
  
  With that said, it could not be avoided checking in for our flight in person. 
  
  yes, Spirit was not able to locate our flight right away, but then they looked up the flights under my name "*********************************" and were able to locate it. By the time it was located it was too late to check us in. Again, Spirit completely dismissed us and refused to further assist us to get into another flight. A refund should be considered given the specific situation. 

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

  Business Response

  Date: 04/04/2023

  Hi *******
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  As I have fully researched your concerns, and reviewed our Contract of Carriage,I'm afraid I'm unable to alter the position provided. 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19551155
  
  I am rejecting this response because:

  You did not provide any explanation in your last message of why you are not able to provide a proper refund. 

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

• Initial Complaint

  Date:03/07/2023

  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 was provided a $100 travel voucher from Spirit Airlines for a significant delay on March 5th, 2023 when the aircraft was delayed due to maintenance issues. However, these vouchers are an absolute scam. They can only be used on the "base airfare" which on most tickets, tends to be somewhere in the range of $4-24. The voucher also has to be used all at once. For example, I checked 40 different flights from ******* to ***********, and not a single one of those flights allowed more than $22 of the voucher to be applied, and many allowed none of it to be applied despite not being on their lengthy list of blackout dates. These vouchers make them appear to be satisfying either government regulations or requirements or providing good service, but in reality they're scam-worthy since you can't actually use the entire listed value - it's simply not possible. Fraud comes to mind. By the way, I had to book a flight on another airline, and requested a refund to my original form of payment... they sent the voucher instead. I'm guessing I'll never hear back but that's ok - in ******* I have options for other airlines and I'll just use those.

  Business Response

  Date: 03/30/2023

  Hi ****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  The value of a Future Travel Voucher is applicable towards the flight only portion of the Base Fare and not of the flight price. In order to view the amount that your voucher should cover, when you're booking your flight on spirit.com, once you click the drop-down arrow next to Flight Price, your voucher will go towards a portion of the Flight breakdown. Vouchers will not cover any additional government surcharges, passenger usage charges, or compliance fees. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. You dont have to fly by the expiration date, just make a reservation before it expires.
  
  
  I do apologize but we are unable to override the features of our voucher. 

• Initial Complaint

  Date:03/06/2023

  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 traveled from ******* to ********* and from ********* to ******. On my flight back to ******* from ********* I used Spirit Airlines. My bags were checked in at the gate. The attendant gave each ticket holder the option to check their bags. I had two bags, one of which was a personal bag. The other was a black luggage with about 7 days worth of clothing and shoes for the trip, along with personal care items. There was a layover in ******* ***** and I was assured that my bags would go through to *******. I've provided the airlines with a reprinted picture of the ticket, the original purchase for the checked bag, and an itemized list of the items that were in the bag. I was told it may take up to 30 days to receive a response. My personal information was inside the bag. I was also followed by an airlines supervisor to the train station on my way home and he showed me a badge. I contacted the police and I also filed a report. I gave the attendant and supervisor my baggage claim receipt, who did not give me my ticket back. She and he showed me a number on the window that I could call and said that they can't start a claim and most likely the bags were in *****. I've checked the nettracer portal, I've called both the ******* and ***** office, and I've left several messages. I spoke to a young lady inside the ******* office who I believe I spoke to twice. She pulled up the claim but she didn't find any status updates. My keys to my car are gone. My house keys are gone. I've missed work. Business items are gone. The receipts for the trip were inside the bag. I need an update or compensation for the things misplaced.

  Business Response

  Date: 03/29/2023

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  
  Please know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at www.spirit.com/bagclaim and must include a completed online claim form inclusive of all the required documents.
  
  
  I have reviewed your reservation and per the Central Baggage Team-Your documents should have been submitted within the 30 days of your arrival date for us to process your claim. Because your time has expired, we are unable to process a claim for you at this time.
  
  
  As a courtesy, I have issued a refund for your checked bag in the amount of $67.00  back to your card ending in 4492. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19544986
  
  I am rejecting this response because: The claim information along with the proper attachments were sent to the airlines via nettracer. The original claim was submitted and rejected. A second claim was resubmitted on the 29th, which is before 30 days. I've provided a claim receipt, pictures of my reprinted ticket, along with a police report due to personal information being missing and keys. An airlines worker followed me home on the train. I traveled to ****** as well with no problem carrying the same bags. The bag was re-tagged in ********* by the attendant. I've lost too much to accept this claim. 
  
  Kind regards,
  
  ***************************

  Business Response

  Date: 04/10/2023

  Hi ******,
   
  We appreciate your continued correspondence through the Better Business Bureau.
   
  I'm so sorry that you are dissatisfied with the resolution thus far. I've reached out to Central Baggage Team and have asked them to follow up with you to provide additional details regarding your claim.
  
  You also mentioned that you were followed onto the train. Do you have additional details, and the name of the vendor agent, so we may investigate this incident further?
   
  If you have any concerns regarding any other issue, I'm here for you.
   
  Sincerely,
   
  Dedrie
  Corporate Consumer Relations
   

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19544986
  
  I am rejecting this response because:

  Good afternoon,

   

  The guy went by the name GoodLuck. At least that's what it read on his badge for the airport in *******. **************************** International Airport is where I was coming from on the day my bag went missing. He was from ******** descent and he had some sort of skin concern or freckles even. Anyhow, he wasn't rude or anything, however I just found it strange that he was so helpful. I've been followed before on the West End side of ******* for no apparent reason, so I'm extremely cautious. I was offered a free train ride on that day but I didn't have a phone and my computer went out on my way back from the airport ironically. I purchased a ticket, but I usually do ride-share. I made a police report for that reason and due to the fact that my keys and receipts from the trip were also inside of the bag. I was just arriving back from a trip to ******. My bag was re-tagged and checked with a bright pink tag from Spirit Airlines from ********* by the attendant. To make sure my bags would arrive safely in *******, I was re-issued a new ticket in ******* ***** where there was a layover. The ticket read (1) checked bag, although I had two bags. One of course was a personal bag. I had quite a bit of clothes and personal belongings inside of my bag since I packed for two trips. I really need those items. Some of them were new and never used. Both claim reports were issued before the 30 day period. I really need this resolved.

   

  Best regard,

   

  Tiyuna Colbert 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/20/2023

  Hi ******,
   
  We appreciate your continued correspondence through the Better Business Bureau.
   
  I'm so sorry that you are dissatisfied with the resolution thus far. I've reached out to Central Baggage Team and have asked them to follow up with you to provide additional details regarding your claim.
  
  You also mentioned that you were followed onto the train. Do you have additional details, and the name of the vendor agent, so we may investigate this incident further/
  

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19544986
  
  I am rejecting this response because:

  I thought that I gave you enough details. ***** is the train service I used when I arrived to *******. Again, I usually do ride-share when traveling. The guy showed me a badge for ******* ***************************************************************************. He went by the name ********. I'm cautious because I've been approached before by a man who claimed to be just leaving the hospital. He even showed me his paperwork. I usually don't talk to strangers but ******** was really persistent.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/01/2023

  I thought that I gave you enough details. ***** is the train service I used when I arrived to *******. Again, I usually do ride-share when traveling. The guy showed me a badge for ******* ***************************************************************************. He went by the name ********. I'm cautious because I've been approached before by a man who claimed to be just leaving the hospital. He even showed me his paperwork. I usually don't talk to strangers but ******** was really persistent.
  
  Sincerely,

  Business Response

  Date: 08/01/2023

  Hi *******,
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns. 

  I see that you've submitted your correspondence to the **************************** (DOT). Our records show that you were provided a resolution by the DOT.