Business Profile

Airlines

Spirit Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

4,205 total complaints in the last 3 years.
899 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:09/07/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We booked reservations and included carry on with price than when we got to airport were told we had to pay an extra $99 each! There were 4 of us! This is ridiculous We are never flying spirit ever again and we want our money refunded
Business Response
Date: 09/08/2025
Hi ******,

Thank you for reaching out to Spirit!

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

Im so sorry to hear about your experience. I completely understand how frustrating unexpected charges can be; however, we rely on the expertise of airport agents to assess the correct baggage charge based on our guidelines.
Your ticket includes a free personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (18x14x8 inches) at the check-in counter, and at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur an additional charge. Keep in mind that baggage prices are cheaper when purchased in advance and online. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. Keep in mind that Guests can pre-pay for their baggage. Our team can verify that a bag is pre-paid for when their boarding pass indicates ancillaries. All baggage charges are non-refundable. The baggage sizes are listed on our website at the link below for your review: *******************************************************
Please know that we do all that we can to ensure that our guidelines are followed on a consistent basis, and we will ensure that we address this matter on our end.
All Spirit bag charges are non-refundable. We appreciate 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.

Have a great day!
Customer Answer
Date: 09/08/2025

Complaint: 23852825

I am rejecting this response because:
When I have purchased the tickets through your website- I made sure that they included seat assignments and carry on fee.
why in the world will we only pay for one way and not the other?
It is clear that your website made a mistake and we want the full refund of the cost of the bags that we had to pay for yesterday.
Furthermore, the agents at the stand are not friendly, very assertive and that is unacceptable.
Sincerely,

****** *******
Business Response
Date: 09/09/2025
Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.
Customer Answer
Date: 09/09/2025

Complaint: 23852825

I am rejecting this response because:
We paid for our luggage!
we were charged twice!

Sincerely,

****** *******
Business Response
Date: 09/10/2025
As previously stated, 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.
Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.
Customer Answer
Date: 09/11/2025

Complaint: 23852825

I am rejecting this response because:
We are requesting a full refund of baggage for the flight coming home.
We had already paid the price- and at the gate we were charged again
If this is your policy not to reimburse money that is owed to the customer- this may be the reason why your company is going bankrupt.
We want a full refund.
Sincerely,

****** *******
Initial Complaint
Date:09/07/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally request a full refund of my round-trip ticket (Confirmation #: QJU3WP ) due to Spirit Airlines unilateral and significant schedule change.I purchased a nonstop round-trip ticket from ********** to LA for travel on 9/5-9/7.Spirit changed my return flight to the following day and added a stopover, without my consent.This constitutes a significant schedule change under U.S. **************************** (***) rules, as both the date and routing were materially altered.I am a stage 4 lung cancer patient. My medical condition requires me to manage energy and stress very carefully. The sudden change forced me to purchase a same-day replacement flight home at over three times the cost of my original ticket to ensure my safe and timely return.While I understand Spirits policy is to refund only the unused portion of a ticket, in this case the unilateral change rendered my entire trip impractical and unsafe. This should be treated as a constructive cancellation of my entire itinerary. I therefore request a full refund of my round-trip fare and related fees, to be returned to my original form of payment.If Spirit is unwilling to honor this refund, I will pursue this matter with the ********************************* and the Better Business Bureau, as DOT guidance requires airlines to issue refunds when flights are significantly changed or canceled.I ask for your compassion and fairness in resolving this matter promptly given my medical circumstances.
Business Response
Date: 09/08/2025
Hi Austin,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
I see that you've submitted your correspondence to the **************************** (***).As such, our DOT correspondent will be in contact with you to address your concerns.
Customer Answer
Date: 09/24/2025

Better Business Bureau:

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

Sincerely,

****** ****
Initial Complaint
Date:09/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a flight confirmation # QH2MSY on 7/12/25 which included 1 luggage, I was charged $68 plus tax for a carry-on. When I arrived at the airport I said I had made a mistake that I did not mean to buy a carry-on but a regular suitcase. I was recharged for the suitcase and was told I would received reimbursement for the carry-on that I never used/had. To this date I have not received the credit for this suitcase, and I was charged again at the airport a new fee for the suitcase.
Business Response
Date: 09/08/2025
Hi *****,

Thank you for reaching out to Spirit!

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

I am sorry to hear about your booking issue in reference to the booking error you stated you made.

It is the guest responsibility to ensure all booking information is correct before securing a booking. Once a booking has been secured any cancellations or modifications are subject to applicable polices and fees.

We are unable to honor your refund request. All Spirit bags and ancillary charges are non-refundable.
As outlined and agreed upon in our Contract of Carriage when securing a booking our fares, fees and ancillaries are non-refundable and non-transferable. Please know, that all Spirit bag charges are non-refundable. We appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy. This decision is not based on a lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all our guests.

Additionally, there are no notes in your reservation to corroborate your claims.

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.

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

Complaint: 23850569

I am rejecting this response because Spirit has provided contradictory and misleading information regarding my charges.
At the airport counter on the day of my flight, I was specifically told that I would receive a credit for the Carry-on fee since I was required to pay for a checked bag instead. To this day, no such credit has been issued.
Furthermore, in several customer service chats, ******************** agents repeatedly told me that I was not charged for a carry-on. This directly conflicts with the official receipt, which clearly shows that I was charged for the carry-on.
This situation is not a matter of misunderstanding on my part but of Spirit providing inconsistent and inaccurate information, while retaining funds for a service I did not ultimately use. This constitutes unfair billing and misrepresentation.
I respectfully request that Spirit honor the credit promised to me at the counter and refund the carry-on charge reflected on my receipt.
Sincerely,

***** ********
Business Response
Date: 09/10/2025
As previously stated, We are unable to honor your refund request. All Spirit bags and ancillary charges are non-refundable.
As outlined and agreed upon in our Contract of Carriage when securing a booking our fares, fees and ancillaries are non-refundable and non-transferable. Please know, that all Spirit bag charges are non-refundable. We appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy. This decision is not based on a lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all our guests.

Additionally, there are no notes in your reservation to corroborate your claims.

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.
Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.
Customer Answer
Date: 09/16/2025

Complaint: 23850569

I am rejecting this response because: QH2MSY
I reject Spirit Airlines response as inadequate and factually incorrect.

I purchased my Spirit reservation for travel in July 2025 (Booking reference: QH2MSY)
I flew to *********, ******** in July and returned to ***** on August 3, 2025.
When I booked my trip I accidentally purchased a carry-on for the return flight. Before checking in for my outbound flight (***** ? *********) I spoke with a Spirit agent at the airport, explained the accidental purchase, and the agent explicitly promised that Spirit would issue a credit for the carry-on charge on the return flight.
Because I was told the carry-on charge would be credited, I nevertheless paid for the checked bag I needed for the outbound journey at the counter (out of pocket).
Later, when I tried to get the credit through Spirit chat and other channels, I was told there was no record of the charge or that the charge was nonrefundable. These statements conflict with the charge that appears on my card statement and with the agents promise at the counter.
After exhausting Spirits customer service, I filed a complaint with BBB. Spirits reply relies on a blanket nonrefundable policy and does not address or remedy the explicit representation made by a frontline agent that I would receive a credit.

Why Spirits reply is insufficient
An agents clear assurance that a credit would be issued created a reasonable expectation and led me to purchase a checked bag at the airport. Spirits invocation of a blanket policy without addressing that representation is unfair and places me out of pocket for charges I would not have paid had the credit been issued.
Spirits inconsistent responses (chat saying no charge exists, while my card shows the charge) indicate recordkeeping and customer-service failures that should not be borne by the customer.
Please resolve this by 14 calendar days from the date you receive this message. If Spirit does not issue the credit/refund by that date, I will pursue further remedies including (but not limited to) a chargeback through my bank/credit card, filing a complaint with the ********************************* and other consumer-protection authorities, and escalating publicly as necessary.

Thank you
***** F ********
Initial Complaint
Date:09/06/2025
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.
On September 6, 2025, I contacted Spirit Airlines via their online chat to request assistance updating the email address associated with my Free Spirit account. I have accumulated points and need access to my account, but I can no longer use the email address on file.I asked if they could either (1) update my email address, or (2) provide an alternative method to reset my password outside of using the email on file. Both options are reasonable and standard for loyalty program account recovery.The representative, *****, informed me that Spirit Airlines is unable to edit an email on a guest account and suggested that I delete my entire account and create a new one under my updated email. When I proposed the alternative of simply having the password reset outside of email, she refused to provide any assistance or escalate the matter.Why This is a Problem Spirit Airlines markets its Free Spirit loyalty program as a way for customers to earn and redeem points. Yet they are refusing to provide even the most basic account recovery support.Most airlines allow account recovery either by updating the email address or resetting the password using a verified alternative method. Spirits refusal means customers risk permanently losing access to their rewards.Forcing customers to delete their accounts to resolve such a simple issue is unreasonable and anti-consumer.The representative failed to provide meaningful support or escalate the matter, which shows inadequate customer service training and system limitations Spirit Airlines should allow me to update the email address associated with my Free Spirit account after verifying my identity, or provide a secure alternative method to reset my password outside of email.Spirit should confirm that my Free Spirit points and account history remain intact.Spirit should improve its customer service systems and training so that guests with account access issues are not told to delete accounts and lose rewards.
Business Response
Date: 09/08/2025
Hi *****,

Thank you for reaching out to Spirit!

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

I am sorry to hear about your booking issue in reference to your Free Spriit account.

Our records show you were previously assisted. Your email address was updated as requested and you were assisted with resetting password. I am happy to see you were able to be assisted with your Free Spirit account.

Have a great day!
Initial Complaint
Date:09/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i purchased two premium economy tickets for a round trip ticket to ***, ********** from *********,**. This ticket included a carryon bag, no charge. from *** to sjo i was not charged when i checked the carryon bag. But on the sjo to tpa segment spirit charged me, without my authorization, $158.00 for the carryon bags, which i had already paid for in the intial ticket purchase.
Business Response
Date: 09/10/2025
Hi *******,

Thank you for reaching out to Spirit!

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

I truly apologize for any difficulties encountered with your reservation. Our records show the MASTER 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.

Have a great day!
Initial Complaint
Date:09/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On IAHNK31536159, I checked my childs car seat with Spirit Airlines. Upon arrival, the seat was returned with severe damage, leaving it unsafe and unusable. I immediately purchased a replacement seat. I submitted a claim to Spirit with documentation, but my claim was denied on the basis of their Contract of Carriage.A car seat is not a standard piece of luggage it is a federally regulated child restraint system. Once structurally compromised, it cannot be used, and Spirits mishandling forced me to incur replacement costs.I am requesting reimbursement of $357.21 for the replacement car seat. Attached are photos of the damage, proof of purchase of the replacement, and Spirits denial email.
Business Response
Date: 09/08/2025
Hi Mahesh,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
I am sorry to hear about your recent experience. Upon review, our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. The response you were sent is below.

Hi Mahesh

Thank you for reaching out to Spirit. I received your escalation and wanted to reach out to you directly from our ***************** I attempted to complete a courtesy call however I was unable to dial out to the phone number on file. Since email is our primary form of communication, communication will proceed through email for record-keeping purposes.

I would like to sincerely apologize for the distress and inconvenience you have experienced due to your child's car seat being damaged. I understand how important the safety of your child is and how upsetting it must be to receive the car seat in such a condition.

While reviewing the details of your File ID I was able to confirm that a claim was submitted however it was denied due to Spirit Airlines not accepting liability for claims of damage to or missing articles from car seats, strollers, and folding wagons when carried as a checked bag. You may further review this information within our Contract of Carriage under Section 7.7.

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

While you may not agree with the outcome, we assure you the review and decision was carefully analyzed in order to make that determination. At Spirit, we value all of our Guests and comply with our commitments of care and safety. At this time, we will not take any further action than the resolution already provided by our expert team.

Have a great day!

Best,

******
Guest Relations
Customer Answer
Date: 09/08/2025

Complaint: 23847306

I am rejecting this response because:

Spirit Airlines response is unacceptable and does not address the core issue.

This is not a case of ordinary baggage damage. The item Spirit destroyed was a federally regulated child safety car seat. Once structurally damaged, such equipment cannot legally or safely be used again. Spirits refusal to compensate forces parents to either bear the replacement cost or, in some cases, risk their childs safety.
What makes this worse is Spirits misleading claims process. The airline requires passengers to submit detailed damage reports, knowing in advance that all car seat claims will be denied under Section 7.7 of its Contract of Carriage. This is not customer service it is a deceptive practice designed to waste consumers time and avoid accountability.
Spirit cannot hide behind boilerplate disclaimers to excuse negligent handling of critical child safety equipment. Their stance is reckless, unsafe, and contrary to the basic duty of care owed to passengers.
I am demanding reimbursement of $[insert replacement cost] for the replacement car seat. Since Spirit has refused to resolve this matter in good faith, I will be escalating this case to the *********************************, ***, Florida Attorney General, and other consumer protection agencies.
This is not just about my family this is a pattern that endangers children and misleads the public.

Sincerely,

****** *****
Business Response
Date: 09/09/2025
As previously stated, While reviewing the details of your File ID I was able to confirm that a claim was submitted however it was denied due to Spirit Airlines not accepting liability for claims of damage to or missing articles from car seats, strollers, and folding wagons when carried as a checked bag. You may further review this information within our Contract of Carriage under Section 7.7.

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

Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.
Initial Complaint
Date:09/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had reservations with them last year around October. There was a hurricane coming so we cancelled our flight. They won't give us a refund but they cancelled their service flight one or two days before the hurricane. I would like a full refund - $215.98.
Business Response
Date: 09/05/2025
Hi ******,

Thank you for reaching out to Spirit!

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

I am sorry to hear you cancelled your booking.

If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.
Be advised that a Guest who purchased the Value Travel Option that initiated a cancelation or modification after 24 hours of booking to their non-refundable reservations will be billed with cancelation or modification charges. For modifications, 0-6 days out is $99.00 plus the difference in airfare, 7-30 days out the charge is $79 plus the difference in airfare, ***** days out is $59 plus the difference and no charge for trips more than 60 days but the difference in airfare will be charged. Guest who initiates guest-initiated cancellations are charged the $99.00 per person cancellation fee. These charges are in place to help keep our fares low for all our Guests and waiving the charge to change or cancel a reservation isnt an option we offer.
For more information regarding our Modification/Cancellation guidelines, I've included the link below for your reference.
Optional Services | Spirit Airlines

If a Travel Advisory was not posted by Spirit any guest-initiated cancellation or modification is subject to applicable polices and fees.

As outlined and agreed upon in Spirit's Contract of Carriage, all fares, fees and ancillaries are non-refundable and non-transferable.
To better assist you, provide your confirmation code, and e-mail address used for the booking in question.

Have a great day!
Initial Complaint
Date:09/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a round trip with Spirit from ************ to ********* for Aug 31st 2025 and Sept 2nd 2025. The trip from ************ to ********* was supposed to depart at 12:39pm, but we were kept in the cabin and told that the plane's computer was being fixed repeatedly until around 2:30 pm we were told that the comp couldn't be fixed and we needed to get off the plane and re-book. We were put onto a 5pm Southwest flight. Due to this delay, I missed my booked show at 4pm in ***** that was worth $200.The trip from ********* to ************ was scheduled to depart at 9:50 pm but we were told it was delayed to 11pm in the afternoon. So we changed our plan to additionally attend the ***** show ($220) from 7:30pm to 9pm. Not until 8pm, we were told again the flight was back on time. We had to ditch the show and rush to the airport.
Business Response
Date: 09/04/2025
Hi Yuze,

Thank you for reaching out to Spirit!

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

We are sorry to hear about your flight interruption in reference to your delayed flights.
Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.

Our records show your flights were delayed due to a maintenance-related issue. Delays and irregular operations, although rare, do occur. Please know that we never want to interrupt our guest's plans. We do all that we can to leave on time, but the safety of our guests and crew will always come first.

As per the terms of our Contract of Carriage, in the event of a delay, Guests are recommended to remain in the gate area for updates and possible early departures. Spirit shall not be liable to any Guest who misses a flight, which departed earlier than the estimated departure time posted for the delay. This was agreed to upon securing a reservation with Spirit.

Here's a direct link to our Contract of Carriage.

Flight statuses can change at any time, and if we have the opportunity to get you on board our aircraft sooner, well certainly take advantage of that. Additionally, if you walk away from the gate, there are many places in the airport in which our announcements are inaudible.

You were rebooked on another airline for your outbound SJC-LAS flight and travel has been boarded and completed. Travel has also been boarded and completed on your return flight. Spirit does not issue refunds for services rendered.

Spirit does not provide reimbursement for pre-paid/planned or out-of-pocket expenses or lost wages.

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:09/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Spirit Airlines rewards points were used by an unauthorized ****************************** has not responded to me or refunded my ****** points.
Business Response
Date: 09/04/2025
Hi *****,

Thank you for reaching out to Spirit!

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

I am sorry to hear about your booking issues in reference to your Free Spirit account.

In order to review your account and update, we would need the following:

1) a photocopy of your valid ID (for verification)
2) your Free Spirit account number
3) the email address associated with your Free Spirit account
4) the exact number of points you are claiming to be fraud (typed out)

We look forward to your correspondence.
Initial Complaint
Date:09/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Used *********** website to book Spirit airline reservation (never heard of them before), on 8-08-2025, from **** to *******. Due to emergency illness, had to cancel flight home for that day. Due to "language barrier," bad phone connection, lengthy, verbal cancellation terms, (was a complete breakdown in communication)! Not only that, had to forfeit full amount paid ($321.48), which I believe was fraudulently swindled and/or "mishandled!" When I called to request refund, was informed that no refunds were allowed on cancellations, however; I never agreed to any verbal terms from any ***** written or implied. Matter of fact, they could not even find my name in their database. *********** should also share in culpability because I'm certain they knew of Spirit's Bankruptcy plans before anybody. I would have never booked a reservation with a company like this that offers no flexibility even while they're on the "hot seat." Spirit airlines need to make this right with everyone in my predicament, especially if they're trying to make a "come back." If not, then this is yet another sordid tale of "corporate greed" run amuk and befitting for an "American Greed" episode.
Business Response
Date: 09/03/2025
Hi C,

Thank you for reaching out to Spirit!

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

I am sorry to hear about your booking that you secured through at third-party and later cancelled.

Spirit and the third-party you booked with are two separate entities, each owned and operate individually. Spirit is not liable or responsible for how any third-party o travel agency displays Spirit's policies.

As outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable.

For further review, provide your name (as it appears on your reservation), confirmation code, and e-mail address used when booking your reservation.

Have a great day!
Customer Answer
Date: 09/04/2025

Complaint: 23831155

I am rejecting this response because:
There was no valid response, simply a cut and paste of a non flexible term that was never acknowledged, signed or expressed agreement by me. Spirit down played my original amount paid for the ticket and in retrospect, if I had known I would be subjected to this, I would have voided my credit card payment. This is theft by default and I going to put it out there in court because there are hundreds being swindled in this manner by Spirit airlines!

Sincerely,

C ****

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