Complaints

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

close

Find a Location

Spirit Airlines has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  Mankato, MN 56001

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

• 

  Spirit Airlines

  84 State St Boston, MA 02109-2202

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:03/07/2023

  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: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.

  On 10/28/22, I booked a trip for my family to *******. I booked through Spirit Airlines for the return flight for 3/4/23. Spirit confirmed this, per the attached receipt, but then changed my flight to 3/5/23 later, which wouldn't work for my family. So at the end of our vacation, we ended up having to book a rental car and drove home from **************, ** to *********, ** which took over 21 hours of straight driving and was very costly. I tried calling Spirit Airlines three times and even spoke to a "manager", who did almost nothing but breath heavily into the phone and wouldn't answer any of my questions and he eventually just hung up on me. I cannot get anywhere with them. I've also tried chatting with them and waited over 2 hours and still never received a response. This company is absolutely miserable and they must be investigated for their ridiculous customer service. Because of this, I am requesting a refund in full of $1,256.01 back to my payment method. I do NOT want any sort of Spirit Airlines credits, as I will never book through this company again. Please respond with confirmation of resolution ASAP.

  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.
  
  
  After further review of your reservation, our records indicate that you did indeed experience a schedule change. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. We understand that this may have a significant impact on your travel schedule, and for this we deeply apologize.
   
  When there is a schedule change, we always send flight status notifications to the email that we have on file. Once received, you do have the option to accept or deny the changes.
  
  
  
  In these cases, the options available to our guests are re-accommodation on the next Spirit flight or a refund of the affected segment. 
  
  
  
  While I am unable to honor your request for reimbursement of your out of pocket expenses, I have issued a refund for your flight. 
  
  
  
  I have gone ahead and issued a refund in the amount of $499.74 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

• 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 had a flight with connection (******* -> ***** -> **********).Spirit delay on the first flight caused me to miss my connecting flight (Feb 19), forcing me to spend a night in the connecting airport (*********) before my new flight (Feb 20). Spirit had provided hotel voucher, which I used to get a confirmation even before the first flight, but when I got to the hotel, hotel said they were overbooked and Spirit's hotel confirmation was meaningless. I contacted spirit customer support, but they were not able to find me any other accommodation for the night. Instead they advised me to find my own, and promised that they would reimburse upto $150 + additional transportation fee. I submitted complaint for this already, but was denied because the first flight was delayed for less than 4 hours. This makes no sense as my next flight was still delayed overnight, and additionally Spirit's failed hotel voucher left me stranded in a random hotel. MOST IMPORTANTLY, I was explicitly advised by spirit customer service to find my own accommodation which I would be reimbursed for. I want reimbursement for additional cost incurred as promised by Spirit, for a total of $227.41, $192.38 (airbnb) + $18.04 (lyft from overbooked hotel to airbnb) + $16.99 (lyft to airport).

  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.
  
  
  Im so sorry to hear that you missed your connection. Our records show that your outbound flight was delayed due to maintenance which ultimately caused you to misconnect.
  
  
  Im very happy to see that you were re-booked for the next available Spirit flight.
  
  
  Please confirm your mailing address so I may re-submit your receipts for review. 

• 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. 

   

   

   

  
  

• Initial Complaint

  Date:03/05/2023

  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 February 20th 2023 I submitted a bid for 3 big seats. I received a confirmation (CHVB9T) that my bid was accepted and we were awarded 2A, 1D, 2C for ***** for the three seats on flight Nk1821 out of ***********. Spirit deducted the ***** out of my account. When we boarded the plane the stewardess indicated that 2A was not available for Safety reason there also was a sign on the seat that said do not occupy.she said the seat has been unsafe to sit in for awhile. There was no other big seat for my Son so they moved him to a regular seat. I was told to contact spirit to get reimbursed my *****. I followed the process and received an email indicating my extra bid money went on my reservation which is incorrect because I had already paid for my reservation prior to February 20th. The email also addressed me by an incorrect name of ****** and my name is *****. I would appreciate any assistance with the matter. Spirit should not have sold me a seat that was not safe.Thank you for your help. I am attaching supporting documents.******************************

  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 have reviewed your reservation CHVB9T and I see the 2C was inoperable. As I am unable to refund 1 seat on the ********* system, I can issue a refund on your reservation. Would it be ok to place the refund back to your card ending in ****?
  
  
  
  Please reply and let me know. 

  Customer Answer

  Date: 03/29/2023

   
  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:03/05/2023

  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.

  Date of transaction: 2/22/23 Airline purchase from 3rd party My Trip for Spirit Airlines Date for Trip: 3/8/23 Amount:$656.62 Spirit Airlines reservation # FB1L4L I emailed Spirit Airlines informing them that I suffered a massive medical condition that is debilitating and my doctor said that I am unable to fly and I need to make a full recovery and I am not able to fly for the next fly years. Their response was not compassionate at all and did not even try to provide a refund so I can use that towards my medical bills. They just kept reiterating the rules and regulations. People are not rules and regulations. People are living beings and you would think that businesses would be more compassionate especially in the world that we live in today. I have provided medical documentation supporting my medical emergency. The only solution they provided was to have credit that will expire on June 2023. This shows you that no one has read and taken the time to read the medical documentation. No one seems to care at Spirit Airlines. They need to learn from Delta Airlines which has more compassion for its customers.

  Business Response

  Date: 03/29/2023

  Hi J,
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Im sorry to hear about your medical emergency that prevented you from boarding your original flight.
  
  
  
  Please note that refunds are always an option for flights that have had to be cancelled by Spirit. If a guest chooses not to travel for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time.
  
  
  Upon reviewing your reservation I see your refund was processed in the amount of $446.78 back to your card ending in 7613. 

  Customer Answer

  Date: 03/29/2023

   
  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,
  
  J ******

• Initial Complaint

  Date:03/05/2023

  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.

  We were flying Spirit, non-direct from *** (**********) to *** (**) with a 1.5 hour layover in **. Our ***>** flight was delayed 15 minutes. When we landed, we were not allowed off the plane until at least 6pm, (30 minutes after our original arrival time of 5:30pm). We then waited at the luggage carousel for over an hour, finally receiving our luggage at 7:02pm. The gate for our connecting flight (NK2020) closed at 6:55pm. Therefore, we missed our connection. Multiple Spirit employees maintained that it was "typical" for the bag retrieval process to take an hour, so why did Spirit provide an indirect, international flight option with a 1.5 hour layover? We made it through customs by 7:26pm. We asked a Spirit employee if NK2020 had left to confirm we missed it, he said yes. At 7:59pm, we received an untimely text message indicating that NK2020 had been delayed until 7:40pm, suggesting we could have made our original flight had we received correct information from Spirit employees. In the part of the airport we were in, there were no signs or other ways for us to know NK2020 had been delayed. At the rebooking desk, Spirit rebooked us for the next soonest flight - 7pm the NEXT day (24 hours after our original flight). For multiple reasons, we needed to be back in ** on 3/4, (the night of our original flight), or at the latest, the morning of 3/5. We were forced to book a flight on another airline in order tor return within 3 hours of our original arrival time, so I'm requesting that, at the very least, Spirit reimburse us for the full cost of our new flight, $967.80, which allowed us to arrive at 12:23am, within 3 hours of our original Spirit NK2020 arrival time of 10:08pm.

  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.
  
  
  Please know that connecting flights offered by Spirit Airlines on one itinerary are considered a "legal connection" and passengers should not have any difficulty. Although rare, missed connections do take place in any form of transportation. At times, the number of passengers clearing US Customs exceeds their ability to process them quickly and passengers miss their connections. 
  
  
  By booking your flight, you agreed to the connection times. When a passenger misses their flight, we offer the options of placing them on the next available flight or issuing a refund. 
  
  
  
  I understand you have had some unexpected expenses. Please attach the receipts that outline the expenses you incurred as a result of this missed connection.
  
  
  Once the proper documentation is received, it'll be forwarded to our Refunds Specialist for review. If reimbursement is approved, the review process can take up to 20 business days to complete. Should our Specialist determine, that compensation will be issued, a check will be mailed to the address that you provide.
  
  
  Please provide your mailing address in response to this e-mail as I cannot submit your claim without this information.

  Customer Answer

  Date: 04/01/2023

   
  Complaint: 19541192
  
  I am rejecting this response because: Spirit has not yet issued compensation for the $800+ we were forced to spend to purchase a return flight in lieu of our missed connection. Once Spirit's team reviews our complain and determines whether compensation is owed, I will reconsider whether or not I am satisfied with Spirit's response. 

  Moreover, Spirit should not schedule connections that are less than 1.5 hours for international flights if there is not a reasonable expectation for that amount of time to be accommodating. Several Spirit employees informed us that the 1 hour that it took for us to receive our luggage was "standard." Data should be reviewed to determine we could have reasonably been expected to make our connection. Regardless, we should be compensated for the new flight we had to purchase in order to get home within 12 hours of our original flight. 

  
  Sincerely,
  
  Maisy Sylvan

  Business Response

  Date: 04/03/2023

  Hi Maisy, 

  The refund process takes a bit longer than it would to reverse funds back to a credit card (up to 20 Business days) and the check will be mailed to the address that you provided.

  Additionally, by booking your flight, you agreed to the connection times. 

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19541192
  
  I am rejecting this response because: it takes Spirit up to "20 days to review" our claim, but if I don't respond to this complaint within 10 days, the complaint will close. I won't know if I accept Spirit's response until their team determines compensation owed. I disagree with the reasoning/rationale offered by Spirit as potential justification for why we may not be owed compensation, so I am continuing to respond to this complaint to keep it open while Spirit is in the process of making a determination.   
  
  Sincerely,
  
  Maisy Sylvan

  Customer Answer

  Date: 04/12/2023

  I have sent Spirit the documents they requested, Spirit has yet to provide any compensation. Using multiple channels, I first requested Spirit review this complaint on March 6th, and they only just decided to review it a week ago. I have send Spirit all of the requested documents via email. 

• Initial Complaint

  Date:03/05/2023

  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 Feb 12 I purchased a ticket from ********* to FFL and FFL back to ********* (TJNJFT). I contacted a supervisor about wanting to switch my return leg however I was SPECIFIC about not wanting to move forward if there was an alteration fee of $99. I noticed that there was a huge language barrier and was extremely concerned so I asked to speak with someone who had English skills. Agent still refused to transfer the call. Upon checking on my ticket a few hours later I noticed that my return flight was indeed changed and I was being charged additional money. I did not authorize this change. I have gone ahead and uploaded 2 documents for reference. You can see that original tickets be the altered one. I WANT ALL MY MONEY BACK OR PLEASE *** MY TICKET

  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.
  
  
  Itinerary changes are subject to a per guest service charge, plus any difference in airfare for the alternate requested date(s) or flight(s), and any difference in government taxes and fees. 
  
  
  
  Plans change we understand and that's why we offer several options on how to change your reservation. The quickest and least expensive option is to visit "My Trips" and make modifications yourself. Changes can be made up to an hour before scheduled departure. 
  
  If your new fare is less than the original fare, we'll provide you with a Future Travel Credit which can be used within 90 days to book any available travel. If the new flight has a higher fare, you'll need to pay the difference including any difference in government taxes and fees.
  
  
  
  Upon reviewing your reservation TJNJFT I see your flight was changed back to the original flight and no payment was collected. 

  Customer Answer

  Date: 03/29/2023

   
  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:03/05/2023

  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 PURCHASED MY AIRLINE TICKET MARCH 02,2023 THROUGH SPIRIT AIRLINES. I BOUGHT A TOTAL OF FOUR AIRLINE TICKETS FROM ***-*** FOR THE SPIRIT FLIGHT **** **** PM, WITH ZONE 1 BOARDING, EXTRA SPACE SEATS, AND FOUR CARRY ONS. WHEN MY FAMILY AND I ARRIVED TO *** **** 8 FOR OUR FLIGHT, THERE WAS NO AIRCRAFT AVAILABLE AND THE FLIGHT WAS DELAYED ONE HOUR AND THE AGENT AT **** 8 DID NOT MAKE ANNOUNCEMENT. MY ISSUE WITH THIS BUSINESS WAS WHEN WE BOARDED THE AIRCRAFT WITH THE BOARDING PASSES, MY ITINIERY STATUS SAID IT WAS CANCELLED. I APPROACHED THE AGENT AT THE **** (FEMALE, HISPANIC, DARK, BLACK HAIR, ABOUT 5'4), AND SHE DISREGARDED OUR SITUATION WITH THE EVIDENCE AT HAND. WE MISSED OUR FLIGHT DUE TO NEGLIGENCE. WE HAD TO REPURCHASE FLIGHTS FOR THE NEXT DAY THROUGH A DIFFERENT AIRLINE. I AM REALLY DISAPPOINTED WITH SPIRIT AIRLINES CUSTOMER SERVICE AND SITUATION. IT WAS A VERY EMBARRASSING, COSTLY, AND NEGLIGENT. SPIRIT AIRLINES FLIGHT **** LAST NAME: ******* CONFIRMATION: FJ674Q

  Business Response

  Date: 03/29/2023

  Hi Yamilex, 
  
  
  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. Our records show your flight was canceled at the request of your Financial Institution due to a fraud issue with card ending  in 5574.
  
  
  
  I do see the agent tried to rebook your flight, however the card was declined. 

• Initial Complaint

  Date:03/04/2023

  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.

  On January 19, I booked a round trip ticket to *******, ** for myself and my toddler with Spirit Airlines. This flight was scheduled to depart from *********, ** on February 23 and return to *********, ** on February 27. Booking confirmation FBMYML, receipt attached. On January 27, I called customer service to request a credit for my *** to *** flight because my travel arrangements to ******* had change. The representative told me that they would not be able to give me a credit for the flight and asked if I wanted to cancel. I explained that I did NOT want to cancel my flight reservations. I specifically stated that I wouldn't be on the *** to *** flight, but I would be on the 11:05am flight *** to ***. This was told to the representative several times. On February 27, after several attempts to check into my flight and receiving error messages, I called the customer service line only to be told by the representative that my flight was canceled because they ASSUMED that if I wasn't on the first flight to *** that I wasn't going to be on the flight back to ***. Because of Spirit Airlines faulty assumptions, I had to spend an additional day in ******* as I waited for the next flight available. As such, I incurred the following expenses: $64.70 for additional night's stay, $741.80 for a new return flight to ***, $11.49 for the additional day I was charged for parking, and $42.58 for gas. I am also requesting a full refund of $386.56 for the initial Spirit ticket that I never utilized due to the wrongful cancellation. I have enclosed receipts of the expenses.

  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 have reviewed your reservation and requested a call review. Our records show you initially wanted to cancel your outbound flight and were advised of the cancellation fees but did not want to be charged. Before the agent could confirm anything on your reservation, you ended the call. 
  
  
  Were so sorry to hear that your return flight was cancelled. While reviewing your reservation FBMYML?, I see that you were unable to complete travel with us on your outbound flight.  Per our Contract of Carriage, when a Guest misses their outbound flight and fails to notify our ****************** or Airport staff prior to missing the flight, their return 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.
  
  
  
  I see you were issued a full reservation credit for your flight. 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: FBMYML
  Amount: $386.56
  Expiration date: June 10, 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:
  
  
  ******************************************************************************************************************************
  
  
  
  I do apologize but we are unable to honor your request for reimbursement of your out of pocket expenses. 

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19540807
  
  I am rejecting this response because: an airline credit with Spirit does not resolve the issue or compensate me for the loss of money and time due to their negligence.  An airline credit with Spirit only puts me in a position to experience the same disservice and inconvenience that cost me additional money and nearly my job.  I do not feel comfortable with utilizing their services.  I am requesting a full refund of airfare. 

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

  Business Response

  Date: 03/30/2023

  Hi Octacia, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  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.