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:08/28/2023

  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'm extremely upset about this experience.On Aug 20th 2023 my husband and i were set to fly out of ****** to head to ********* for my big birthday celebration. Our flight was meant t0 set off at 9am meaning we had to be up and on the road by 6am to be at the airport early enough to checkin and go through clearance. It was meant to be an exciting day. 6 hours later we were still stuck at ************** with no explanation why. We had to feed ourselves the whole ************ foid and drinks are so expensive. Their $.750 coupon was a joke.We finally boarded at about 5pm. Or 6 pm. What was meant to be a 5hour flight turned into a 12hours, exhausting ordeal. We'd been in transit all day.Needless to say a whole day of my birthday celebration went to waste due to Spirit airlines tardiness.I'm expecting a full refund as i dont plan to fly Spirit ever again.

  Business Response

  Date: 09/05/2023

  Hi ******,
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns. 
  
  
  I truly apologize for any difficulties encountered with your reservation. Our records show the **** Card on file is currently in dispute.?Any credit card disputes received by our accounting department will be investigated and handled in conjunction with the financial institution.  As such all funds have been frozen until the ***** business days investigation has been cleared. At this moment we do not have any further information to provide, and we also cannot refund or issue any compensation as there is an investigation underway. Please contact your financial institution for further assistance.? 
  

• Initial Complaint

  Date:08/27/2023

  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 am deeply dissatisfied with the service I received from Spirit Airlines during my recent travels.Here are the details of my complaint:1. **Booking Information:** - On August 12, 2023, I made a booking with Spirit Airlines for a total cost of $497.78. This transaction was made using my ***** ********** card.2. **Supposed Inclusions with Booking:** - I purchased a ticket that was advertised to include a bundle. This bundle was supposed to encompass the following: - 1 Carry-On Bag - Shortcut Boarding - Ability to Pick ********* ********* Seat) - Option to bring an additional checked bag for $9 3. **Misinformation and Additional Charges:** - Upon arriving at the airport for my flight, I was shocked to discover that none of the items mentioned in the bundle were included with my ticket. This forced me to pay an additional $89 on August 11, 2023, for services that were initially promised as part of my booking.4. **Unresponsive *********************** I attempted to contact Spirit Airlines to address this issue before my return flight, to avoid any further problems. However, my experience with their customer service was extremely frustrating. I was placed on hold for over 17 minutes and eventually had to disconnect the call and call back.5. **Unfair Charges on Return Flight:** - On my return flight, I experienced even more frustration with Spirit Airlines. When I attempted to explain the situation to the attendant, she was uncooperative and unhelpful. She was willing to make me get out of line and go to the terminal for a $25 fee and mentioned that my baggage was slightly over the weight limit. In sheer frustration and to avoid further inconvenience, I reluctantly paid an additional $193.00 on August 15, ******. **Total Additional Charges:** - In total, I had to pay an additional $282.00 due to Spirit Airlines' misinformation and unfair charges during my trip.

  Business Response

  Date: 08/31/2023

  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 about your booking issue and experience. 
  
  
  We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. Ive shared your comments with the Reservations & ****************** Team for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation. 
  
  
  Upon review, our records show you purchased a "Just For You Bundle". Our Just For You Bundle is a customizable bundle, which saves you even more on our A` La Smarte options. The Just For You Bundle includes:
  1 Checked or 1 Carry-On Bag
  Seat Selection
  Shortcut Boarding
  
  
  The charges at the airport are valid as they were not a part of the bundle and are separate charges. 
  
  
  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
  
  
  As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable. 
  
  
  Although we cannot change your recent experience with us, we sincerely wish to make amends. As a courtesy, I have issued you a Future Travel Voucher (FTV) in the hopes that you will utilize it and therefore allow us another chance to serve you again. I've provided the information for your voucher below:  
   
  Name:? *************************
  Future Travel Voucher:? *****************
  Amount: up to $50.00 
  Expiration date:? November 27, 2023
   
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************. 
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.

• Initial Complaint

  Date:08/27/2023

  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 6/17, Spirit Airlines flight NK2804 ***-*** was cancelled. The airline at first indicated mechanical problems, then switched to claiming weather related issues. ************************************, together with her two companions, ************************* and *************************, were offered no hotel or compensation. They were eventually rebooked through ORL on flight NK2802 the next evening, despite ******'s need as a breastfeeding mother to get back to her baby ASAP. On 6/18, at 1:19am, that rescheduled flight was cancelled (about 22 hours before takeoff). Again, the airline agent told ****** it was a mechanical issue, but when she later contacted the airline they told her it was weather related and that she would receive no compensation. She and her companions were offered a rebooking for Friday 6/23. That would require them to miss an entire week of work, and would absolutely eliminate ******'s ability to breastfeed her infant baby, who remained back home in *******.To avoid that, they rebooked via United airlines and flew home on 6/18 at high personal expense (tickets totaled $1313.70). Spirit airlines has refused to compensate them.The airline's claims (at times) of weather-related problems are hard to believe, given that other airlines flew the same routes without cancellation at nearly the same times (e.g., AAL2827 and UAL2622 for the original flight, and UAL1730 and DAL1113 for the second), and given the cancellation of the rescheduled flight almost a day before the departure time.

  Business Response

  Date: 08/31/2023

  Hi ******,
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns. 
  
  
  In my research, I don't see that you're linked to a reservation for Natasa. Due to privacy policies and for the security of our Guests, we are unable to provide information regarding a Guest to anyone not listed on that Guests booking. If ****** would like to speak with us, or if someone on the booking contacts us with permission to speak with you, we'll be more than happy to assist.
  
  
  They can reach us at www.spirit.com/help.
  
  
  
  
  Have a wonderful day.

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20528453
  
  I am rejecting this response because:
  

  My wife gave you permission in writing to communicate with me about this and to add me to the (now long past) reservation, if that's what is necessary for you to respond.  Please see your email correspondence with us from yesterday and today (8/31/23 and 9/1/23).  

  Please now respond to the substance of the complaint.

  Thanks,
  
  ************************* and ************************************

  Business Response

  Date: 09/06/2023

  Thanks, I see the note was added by our Reservations Team.
  
  
  I found that your ***-*** flight on 06/17/23 was cancelled due to an Air Traffic Control (ATC) decision due to a weather-related issue.?Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight, since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations. 
  
  When this happens, the options available to our Guests are re-accommodation on the next available Spirit flight or if this option isn't feasible, a refund of the affected unused flight segment is issued. In these situations we dont offer hotel accommodations; refund for additional expense or other transportation. 
  
  We always aim to provide a trouble-free flight experience, but some situations are truly uncontrollable.  
  
  There's nothing more important to us than to send our guests to their destinations safe without delays and cancellations. However, please do note that not all flights use the same route to their destination. Weather conditions are not limited to the departure or arrival area but also within the pathway itself. Unfortunately, our route is affected by weather. Our guests' safety is of the utmost importance and continuing the flight will only risk our guests. I hope you understand. 
  
  In your situation, I do see you were provided with your rebooking options. The agent noted that you were provided the different options and agreed to the rebooking. Once you confirmed the new flight, the agent made the changes, the agent states they asked you multiple times if you are sure you want to confirm the flights you chose and you said yes. Once you were rebooked the agent states you became aggressive stating you no longer wanted the flight you were confirmed on and displayed hostile behavior. The agent advised you to call our Reservations line for further assistance since you were not sure what you wanted to do and you stated, " I am not moving." The booking was left as is, with you and your party confirmed for the agreed ***-*** flight on 06/18/23. 
  
  
  The ***-*** flight on 06/18/23 was cancelled due to an Air Traffic Control (ATC) decision due to a weather-related issue.?Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight, since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations. 
  
  
  
  Since these cancellations were caused by weather that is beyond our control, Spirit does not provide reimbursement for pre-planned?or out-of-pocket expenses such as a new flight. 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. 
  
  
  You reached out to us on 06/23/23 and the above information was provided to you. We also issued each guest on the reservation a $100.00 voucher. This voucher is not like others; it is transferable and applicable to everything on *********************************. It can be applied to multiple transactions until the balance reaches $0. 
  
  
  Additionally, you were issued a refund on 06/18/23 for the cancelled flight(s). $359.67 was refunded to the **** card ending in 9672. Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution. 
  
  
  
  We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this interruption affected your travel arrangements; unfortunately, we are unable to issue any further compensation for this delayed flight nor are we able to honor our reimbursement request.
  
  
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit. 

  Customer Answer

  Date: 09/07/2023

  The business's response is inaccurate.  It was the agent who became hostile (and refused to provide her name) when my wife asked for her name, not my wife who became hostile.  Furthermore, the business has not address the fundamental complaint: she was not offered a rebooking for 5 days after her initial flight was cancelled.  That is unacceptable when a breastfeeding baby is waiting for her return.  The weather did not prevent flights for 5 days.  It did not even prevent flights on the same route at the same originally scheduled time, or the next day, or the day after that, as attested to by competing airlines flying.  We would appreciate the airline responding to these issues.

• Initial Complaint

  Date:08/26/2023

  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.

  Just got charged $89.00 as I was boarding my flight. The gate again thought my bag was oversized but I checked Spirits website and the dimensions of the bag are with in specs. I have attached the bag specs from, Amazon, and the specs from Spirits website to provide to bag was in specs. No measurements were made of the bag the gate agent eyeballed it as we were boarding and I didnt argue because there is no point holding up a line as we are about to walk down the jetway, or causing stress for myself or others when I can email the specs, picture of the bag and clear this up quickly. Please refund me immediately. Thank you.The 3 pictures below are a picture of the luggage I was charged for from the Amazon website, Spirits luggage specs, specs from the Amazon website for the luggage I was charged for, the specs are within the proper size for Spirit free carry on.

  Business Response

  Date: 08/31/2023

  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 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 they are in Zone 1. 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 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. 

• Initial Complaint

  Date:08/26/2023

  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 forced to either pay a 4x markup or not take my flight. I was also forced to pay for my checked bags 4 times and refused to be refunded. Racially prefilled at *************. Given fake information by customer service. No attempt at customer satisfaction was given. This business should be forced to close immediately

  Business Response

  Date: 08/31/2023

  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 about your recent experience.
  
  
  
  
  To better assist you, please provide your name confirmation code, and e-mail address used when booking your reservation.
  
  
  Once received, Ill do all that I can to help!

  Customer Answer

  Date: 09/11/2023

  The email they requested is njg-***************

  Business Response

  Date: 09/14/2023

  Our records show that you were previously assisted by our ************ Team, the response provided we stand by, and our position remains unchanged. I have provided a copy of the message you were sent on 08/28/23
  
  
  Hi ********, thanks for your patience and I apologize for the delay in my response. I hear your frustration, and regret hearing that you had to re-purchase your ticket. Do know that we have reviewed your concerns regarding the no-show thoroughly with our corporate resources; and have done all that we can to advocate for you within our company guidelines.
  
  I was able to issue you a reservation credit for $66.34 as a commercial gesture and in appreciation of your support. As such no additional compensation may be provided.
  
  Thank you for giving us the opportunity to address this for you.  
  
  If we may be of assistance with any other issue, please let us know.
  
  Best,
  
  ********
  Specialist, Social Guest Care
  Spirit Airlines, Inc.
  
  Have a great day! 

• Initial Complaint

  Date:08/26/2023

  Type:Customer Service 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 did book the flight with Spirit and travel from *** to *** on 8/25/2023. On arrival, I found my bag handle was damaged and filed a case online with a picture attached. After 3 hours, they rejected the case and asked me to go to the airport with the bag. When I went to the airport, they told me there was nothing they could do and asked me to call customer service. After spending over 30 minutes waiting, I finally was able to talk, and she now says there is nothing she can do to help, so I asked for a supervisor, and she said I needed to complain to HQ, and they couldn't help. If I paid for my checked bag, then they should have handled it with care, and it was not a free check-in bag. They broke the bag, and I would like them to repair the damage they have done. My booking reference number is ENFCNH, and my bag claim number is ACYNK40203047. This is the worst customer service I have seen, where they provide false information and ask the customer to go to the airport, then send you back and ask you to call customer service, where they can't help you and ask you to contact someone else. Even though this was not normal wear and tear, they have it on their own website, and if they charged me for my check bag, then I should have handled it with care.When I asked for the reason for the rejection of my case, the supervisor told me they didn't know and couldn't provide any detail on why my claim was rejected.

  Business Response

  Date: 08/31/2023

  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. 
  
  Please use the link (www.Spirit.com/bag/claim) to initiate/update your mishandled bag claim. You may also check the status of a claim by calling the Central Baggage Service team at?**************. 
  
  Have a wonderful day! 

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20526707
  
  I am rejecting this response because:
  I did open the case and it was closed without giving me any explanation of and ask me to visit airport which I did and the ask me to call customer service and talk to supervisor but they ask to open case with corporate and couldn't provide me the reason of my case closed. Case#ACYNK40203047.

  Worst customer service where no one can provide any help or answers.
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/08/2023

  As previously advised, 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. 
  
  Please use the link (www.Spirit.com/bag/claim) to initiate/update your mishandled bag claim. You may also check the status of a claim by calling the Central Baggage Service team at?**************.

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20526707
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

   

  I called the number, and they informed me to contact the airport. They don't handle damaged bags. I opened the case and went *******************, and they asked me to contact baggage claim through chat now, and I did that. They can't get any answers, and they have the worst customer service.

• Initial Complaint

  Date:08/25/2023

  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.

  Confirmation Code: ZKZDFG On several occasions, August of 2023, I was given false information from Spirit Airlines Representatives and Supervisors. Calls are recorded, please refer to all 8 (eight) of my calls. August 23, 2023. I was told the incorrect amount of my credit 3 weeks ago and was also told that my credit would be extended. I called back today, my credit was never extended and the amount that was told to me was incorrect. I requested to speak to a supervisor, the supervisor then told me the correct amount and I would receive 2 emails. one with the cancellation information and one with the balance of my credit amount, along with the extension. The email below is the only email I received, with no balance and no extension. I proceeded to call Spirit Airlines again for the 4th time again today, and transferred me to Spanish, not a supervisor. then got cut off, Called back again, supervisor came on the phone telling me about 48 hrs for a refund. I told him the price of my ticket will go up 48 hrs. I requested an extension 3 weeks ago and this airline waits until I call back again, after 3 weeks, ready to purchase, to tell me I have to wait an additional 48hrs. I call back again, speak to another supervisor, no one above those supervisors, was told they are the last point of contact. This supervisor told me that it wasn't even queued to the refund department, so the previous supervisor that I spoke to right before never queued my extension.Now I have to suffer and pay extra money for a ticket price that will go ** in 48 hrs , waiting on the refund department to approve my extension.I am requesting compensation, for my time, the inconvenience, the turmoil this whole experience is taking on my health, and I want credit for whatever prices this ticket goes up to in 48 hrs. When it has escalated to this and you have a dissatisfied, irritated, customer that needs some answers and compensation for all this trauma.

  Business Response

  Date: 09/06/2023

  Hi ******,
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns. 
  
  
  I am so sorry that the level of service you received fell short of excellent. We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. Ive shared your comments with the *********************************** Team for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
  
  
  Upon review, our records show when you initially called in you asked if you could use your Reservation Credit to pay for bags and the Reservations agent said "yes". You then said that you have 2 reservations where you would like to add bags. You provided the two 2 reservations (UMEN5K & TIIHXZ). the agent added bag and honored the online rate since you stated you had difficulties doing it online. Please see my additional findings below. 
  
  
  Confirmation code TIIHXZ- was booked for you, ****** for a one-way SXM-*** flight on 05/09/23. $419.76 in Reservation Credit was used to pay for this booking in full. You have since boarded and completed travel on this reservation. Spirit does not issue refunds for services rendered. However, our records show that you requested a carry-on bag be added to this booking and that was not done. I have issued you a refund for the checked bag paid. $50.00 was refunded to the **** card ending in **** instead of issuing you a Reservation Credit. Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution. 
  
  
  Confirmation code UMEN5K- on 08/04/23 a checked bag was added to this reservation for ********, $52.00 in Reservation Credits was used to pay for the bag. ******** and ******* are listed as the travelers on this reservation who have boarded and completed travel. Spirit does not issue refunds for services rendered.
  
  
  Confirmation code ZKZDFG- is where the Reservation Credit originated from, $539.76 was issued to you on 05/09/23 when the booking was cancelled. Of the $539.76 you used $471.76 of it on the above reservations, the balance left was $68.00, which expired on 08/08/23. I see we issued you a courtesy extension on 08/24/23, I have just voided the Reservation Credit and issued a refund of the $68.00 to the **** card ending in **** instead of issuing you a Reservation Credit. Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution. 
  
  
  Although we cannot change your recent experience with us, we sincerely wish to make amends. As a courtesy, I have issued you a Future Travel Voucher (FTV) in the hopes that you will utilize it and therefore allow us another chance to serve you again. I've provided the information for your voucher below:  
   
  Name:? *****************************
  Future Travel Voucher:? 50929527311700001
  Amount: up to $50.00 
  Expiration date:? December 03, 2023
   
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************. 
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.

• Initial Complaint

  Date:08/25/2023

  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.

  G.A I HOPE ?? ALL IS WELL WITH YOU AND YOUR FAMILY, I WANT TO FILE A COMPLAINT AGAINST SPIRIT AIRLINES, I FLEW WITH THEM JUNE 17-2023 , CONFORMATION # YE6T7Y & UPON RETRIEVING MY SUITCASE, I NOTICED MY SUITCASE WAS DAMAGE , ****** & MISSING ITEMS, I IMMEDIATELY WENT TO THE SPIRIT BAGGAGE ********** SHOW THEM MY SUITCASE, I WAS TOLD TO FLIE A COMPLAINT ONLINE,& WHICH I DID WITH PICS OF MY DAMAGE & ****** SUITCASE ?? I CALL & EMAIL THEM , THEY WAS SOOOO. UNPROFESSIONAL & RUDE & THEY DENIED MY CLAIM , **** NOW IM GOING THROUGH THE B.B.B FOR SOME HELP & THANKS ??

  Customer Answer

  Date: 08/25/2023

  AND I TALK TO A ********************* & HE WASSSS SOOOOOO RUDE & UNPROFESSIONAL 

  Business Response

  Date: 08/31/2023

  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 about your bag issue. 
  
  
  
  Upon review, our records show your bag claim was denied. I have provided the response directly from our Baggage Resolutions Team below. Based on these findings our position remains unchanged.
  
  
  
  Response from Baggage Resolutions Team:
  When Guests book their reservations with Spirit, they are asked to read our terms and conditions before purchase, which includes our Contract of Carriage. In that document, it gives specific items that we do not cover should a Guest have a damaged, loss, delayed, or missing article claim.
  Furthermore, when Guests book their reservations with Spirit, they are asked to read our Contract of Carriage. In that document, it informs our Guests of the required timeline to report an issue with baggage. Spirit requires Guests to notify a representative and make a report at the airport within 4 hours of arrival, or the delivery of the bag.. Additionally, unless there is evidence that a bag has been improperly handled (delay in delivery or signs of exterior damage), we do not accept financial responsibility for missing articles. After further review of your claim, the items you submitted are not within our limits of liability and I will not be able to process your claim further.
  Please understand that this is not based on a lack of compassion, but rather the consistency in our guidelines. Thank you for your understanding.
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.

• Initial Complaint

  Date:08/25/2023

  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 want a full refund of $1090 for my entire booking. I booked this flight and hotel less than 2 hours ago. I was unable to add my husband to the hotel because he had a flight credit from another airlines. Priceline wouldnt let me add him to reservations without a new flight. I reached out to them twice and asked for him to be added to the hotel reservation. They advised me, they could not. They called the hotel and told me, the hotel said it would be $167 total to add my husband to my hotel reservation, since we are in the same room. However I cad to call the hotel myself. When I called the hotel, they had the nerve to tell me, it was $180 per night to add my husband to my revelation, to stay in the same room. Makes no sense. I went on line to cancel everything, it states I have 24 hours to cancel with no penalty for hotel and flight. I dont want a fucken credit with Spirit . I want a full refund. It says I have 24 hours to cancel the entire reservation with Priceline with no penalty including Spirt. I want a full refund. In order to rebook another hotel and flight package, I had to cancel the entire reservation. Why the h*** is Spirt keeping any of my money. I hate that fucken airline. I hope they go bankrupted. I want all my money back immediately. Thank you.

  Business Response

  Date: 08/31/2023

  Hi *****,
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns. 
  
  
  I'm very sorry to hear about your experience with us.? Before we continue, please keep in mind that we are all humans here and anticipate the same respect that we are providing to you. Profanity is not something that we appreciate, and while I understand that you're in a stressful situation - I want to emphasize this. 
  
  
  As you've stated and as shown in your pictures you secured this booking using a third-party company. Spirit and the third-party company you used are two separate entities, each owned and operated individually. Spirit has no control on how third-party companies properly display our polices and guidelines.
  
  
  
  Our records show, on 08/25/23 you were issued a full refund for you Spirit airfare. $385.79 was refunded back to the **** card ending in ****. Please note: refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds. 
  
  
  
  There is no further refund due from Spirit. We always suggest booking directly on our website spirit.com for exclusive, low-cost fares. This way you avoid the additional fees that come along with booking through a third-party company. 
  
  
  
  
  Have a great day! 

• Initial Complaint

  Date:08/25/2023

  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 booked a flight august 15 2023 From *** - ******. I booked and paid over the phone through an agent. And they canceled the flight on the 19th without speaking to me and Im getting different information as to why it was canceled through different ********************** I only found out my flight was canceled hours before because I called the airline to add bags just to find out they said my flight had been canceled without any reason other then them saying it wasnt confined all though they took my money and then they said I can get a credit of ****** because I was also charged a cancellation fee that I never did but they did. So now I dont have a flight and lost money. And they are saying I can buy another flight that would be $800 after I already paid $297 weeks before. On top of everything Ive been on hold with them for as of now as Im typing for 4 hours. This is insane

  Business Response

  Date: 08/31/2023

  Hi ****,
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns. 
  
  
  I sincerely apologize for any trouble that you experienced with reaching an agent. Our phone lines, chat service, text service and emails have been inundated with calls and messages as guests inquire about their flights. We are doing our best to assist all of our affected guests as quickly and efficiently as possible.  
  
  
  
  Upon review, our records show this booking, confirmation code MJZI7G was made using a third-party company. Please note Spirit and the third-party company you used are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any booking issued when guest use third-parties or travel agencies. 
  
  
  
  On 08/25/23 you were advised by our Reservations Team that your booking was cancelled by the third-party company you used not by Spirit. You were also advised that Spirit sent the cancellation information to the contact information that was provided to us by the third-party you used. You would need to lodge your complaint with the third-party company you used. 
  
  
  As a one-time courtesy, I have waived the cancellation fees and added it you existing Reservation Credit, giving you the full amount paid. 
  
  
  The details of your credit, including how it can be used, can be found below. 
   
  Your reservation credit: 
  can be used for multiple bookings until the full value is used 
  can be applied toward airfare, bags, seats, vacation packages, taxes, and fees 
  can be redeemed by any Guest linked to this reservation 
  can be redeemed via spirit.com or by calling Spirit reservations at ************ 
   
  Reservation Code: ? MJZI7G
   
  Amount: $294.04 
   
  Expiration date:  November 28, 2023
  (Travel does not have to be completed by that date; however, a new reservation must be secured). 
   
  Click here for more information on how to redeem your credit:?***********************************************************************************************************************************;
   
  We look forward to serving you on your next flight.