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

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  Mankato, MN 56001

• 

  Spirit Airlines

  1 Harborside Dr Boston, MA 02128

• 

  Spirit Airlines

  Atlantic City Airport ATLANTIC CITY, NJ 08401

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:05/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried unsubscribing to spirits emails for a few weeks - each time I recieve an error message as atttached. I have written to them, with no response forthecoming. I imagine this is illegal.

  Business Response

  Date: 05/22/2023

  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 email address ******************** and I do see you have been unsubscribed from our system. The last email you received from ** was 04/30/2023. 

  Customer Answer

  Date: 05/22/2023

   
  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:05/01/2023

  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 14 2023, I went online to buy airline ticket for my family. I found that for March 22 the tickets where good price ****** so I purchased them, after I put all the information to buy it. I got a message on the screen. THE TRANSACTION DID NOT GO THROUGH, DONT WORRY WE WILL NOT CHARGE YOUR CARD. After I saw this message, I try to buy it again. but the tickets for Marh 22 now shows $1040. I check for another date March 24 2023 and I found for $936.58 so I bought. Since I got the message motioned before and I did not get any email from Sprit Airlines with a confirmation, I did not know the transaction went through. when I was going to pay my credit card, I found that Spirt charge the first transaction for ****** I called Sprit on March 17 but the two people who help me, told me that they cannot find anything about this transaction I should contact my bank because that was an error of my bank. I contacted *********** they open a dispute but spirt is saying that I have 24 hr to cancel the tickets. How I going to cancel if I did not know this went through. as I mentioned before they were having problem on their system and charge my card without sending me any email I don't even have a confirmation number since they did not send me anything. I'm requesting a refund is not fair that they charge me for this, was their error on the system. I always buy tickets in this airline never have a problem before. I'm not even asking to give me the price for the tickets I found first, I'm requesting a refund for ****** that was charge to my card without me knowing, do it to their system issue they have that day.

  Business Response

  Date: 05/22/2023

  *************, 
  
  
  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 WJV8WG and I do see an email confirmation was sent to ********************* regarding your booked flight. 
  
  
  Since a dispute has been filed, we are unable to issue any refunds as your bank has opened an investigation into these charges. Please allow your bank to complete its investigation. Please note, Mastercard disputes take 45 business days from the date we received the dispute (04/25/2023) to close. 

• Initial Complaint

  Date:05/01/2023

  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.

  Extremely upset, flight was cancelled they found me a flight to *** today. I know missed work, and have to pay for a uber home from ***. So ridiculous. Cant believe they will fo le like this. I fly with this airline alot. I have now made a decision to never do it again. I should have priority to the next flight. Than to lie and say its bad weather is a complete scam. I see ontime flights out of ***************. So the weather scam is unethical and wrong to lie to a customer. The flight was supposed to leave ******* at 8:50am. They cancelled the whole flight

  Business Response

  Date: 05/22/2023

  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 your flight was canceled due to weather/Air Traffic Control. We do all that we can to leave on time, but the safety of our guests and crew will always come first. Air Traffic Control (ATC) ensures the safe operation of all aircrafts flying at any given time. When there is inclement weather, ATC makes sure that there is enough safe space between aircrafts. Delays and cancellations may occur due to the limited airspace during times like these.
   
  When this happens, we can re-book you on the next available Spirit flight or we can issue a refund of the unused portion of your itinerary. As requested, you were rebooked for the next available flight. 
  
  When it comes to a flight cancellation caused by severe weather, Air Traffic Control decisions or other issues outside of Spirits control, we dont offer reimbursement for the other airline or hotel accommodation for such events, since they are out of our hands. When these situations occur, the options are re-accommodation on the next available Spirit flight or if this option is unsatisfactory, a refund of the affected flight is issued.

• Initial Complaint

  Date:05/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This case is in regards to confirmation codes FCR15V and NM3CTN. I called in prior to the travel dates and requested ADA ************* at the airport. The representative stated that the request was inputted into the system. Upon my arrival at the airport, no ********** was immediately provided. I asked a Spirit representative several times for ********** to no avail. I waited a total of 32 minutes, after which I was finally taken to the Spirit Airlines counter line where I asked a representative to assist me. He quickly just stated that I was 2 minutes too late and that I had missed the flight. This was 43 minutes before the flight was scheduled to take off. I asked another representative to assist me and explained the situation to her. She stated that nothing could be done. Mind you this was just to get a boarding pass. I had checked into the flight online the night prior but for some reason the system did not issue an actual boarding pass. Neither of the representatives could explain why a boarding pass was not issued online which would have prevented this issue altogether as I couldve gone straight to the security checkpoint. After this incident, I called spirit for ********** and explained to him that ADA ********** was not promptly provided and that spirit airlines was not willing to assist me because I was 2 minutes too late due to the lack of service provided. He stated that nothing could be done. However, later that day, I called spirit airlines customer service again. This time a representative stated that there was a later flight in the day which I could have been switched to. I was not given this information at the airport. In this case I dont think a customer should be subject to forfeiting hundreds of dollars due to a lack of service and communication on an airlines part. Keeping a customers money in this case is unethical and bad business practice. Due to the above-mentioned facts of this case, I am requesting a refund for both confirmation codes.

  Business Response

  Date: 05/22/2023

  Hi ****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I'm so sorry that your recent experience with us was not pleasant. I want to research this matter for you, so Ive gone ahead and forwarded this incident to our Disability Specialist for further review. Once the reports are gathered, they'll be in touch with you. The investigation may take some time to complete, so I thank you in advance for bearing with them through this process.

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20001806
  
  I am rejecting this response because: no credit or resolution has been offered by airline.
  
  Sincerely,
  
  
  

  Business Response

  Date: 06/04/2023

  Hi ****,
   
  Thanks for reaching out to Spirit Support. 
   
  I'm so sorry that your recent experience with us was not pleasant. Please allow us to look into this matter for you. This may take some time, so thank you in advance for bearing with us through this process. 

  Customer Answer

  Date: 06/10/2023

   
  Complaint: 20001806
  
  I am rejecting this response because: airline has not offered to reinstate credit voucher or offered any other resolution.
  
  Sincerely,
  
  

• Initial Complaint

  Date:04/30/2023

  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 recently was on flight number NK1473 traveling on 29 April from *******, ******* to ********, ********. I checked two bags for which I was charged baggage fees although I am military personnel. I recently traveled from ******** to ******* three days prior and while in ******* I lost my military ID but I had a picture of my ID and provided it to the agent however I was still charged for my baggage and was forced to pay the fees in order to board the flight.

  Business Response

  Date: 05/22/2023

  Hi ********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Active duty U.S. Military can now save time at the airport by validating their active duty affiliation online during their Spirit.com booking using ID.ME, a third party verification service. Simply click on the "verify" button at checkout via Spirit.com to validate your active duty status and claim your free checked and carry-on bags.
  
  
  
  Upon reviewing your reservation, I see  your refund was processed in the amount of $205.87 back to your card ending in 2612. 

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20001219
  
  I am rejecting this response because: I was not credited the total amount charged. I was charged a total of $342.75 but was only credited $205.87. I am still due a full credit of $136.88.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/24/2023

  Hi ********, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  Military Guest are still responsible for the overweight fee for checked bags. Your refund includes your baggage fee but the overweight fee still applies. 

• Initial Complaint

  Date:04/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was overcharged for luggage I paid with my personal debit card ending (****) on 4/26 at *** airport. The Spirit representative at *** airport stated I could file a claim for a refund. I filed the claim and Spirit Corporate refunded the third party vendors credit card (ending ****) instead. The third party vendor is what was used to book the flight solely. When I asked Spirit to correct the error and refund me directly via the original form of payment for the luggage card ending **** I was told Spirit processed it correctly, they were not at fault, and they would not be correcting it. It was on me to **** down that third party, request that company revert that refund, then contact spirit.

  Business Response

  Date: 05/22/2023

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our *********************** 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.
  
  
  I have gone ahead and issued a refund in the amount of $79.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

  Customer Answer

  Date: 05/22/2023

   
  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:04/30/2023

  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.

  My mother, *********************** and Aunt, ***************************** needed to get to *************** ******* as soon as possible without breaking the bank. Their sister is really sick with cancer so they needed to see her. I booked a round trip airline ticket with Spirit on Friday, April 28th for flight **** Saturday the 29th from ************ to *************** 5:26 to 8:20pm. Spirit ******************** advised that there was a delay. It went from departing at 5:26 pm to 7:10 pm. The flight was delayed again from 7:10 to 7:28. Then the plane was delayed again from 7:28 to 9:50. Delayed again from 9:50 to 11:08. Once they reached the gate for E5 they realized they were putting people on another flight to ******* so my mom and aunt switched their ticket to flight 618. I noticed another number listed along with that flight number NK 618, NK195. What does that mean she of course didnt know so I told her to ask someone. The plane started boarding and she realized it said from ************ to ******* then *************** *******. I tried contacting Spirit myself to help and was given the baggage claim number who never picked up. I tried to initiate a chat but was told the wait time was 8 hours. I even sent an email NK:004372066092 but the response time was within 30 days. Their medicine is in their luggage because they didnt want to pay another fee for a carryon bag. My mom was told they couldnt locate their luggage. Sunday morning my mother got on the phone with a Spirit Airline representative and found out that when her flight was canceled by you, you also canceled their luggage therefore their luggage never left the ********************. My aunt is a diabetic and my mother needs her high blood pressure medicine before she strokes out. As of this moment I told my mother to call you again to see if the luggage has left the ******************** but she was not able to get a hold of anyone on the phone from Spirit to confirm.

  Business Response

  Date: 05/23/2023

  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 your Mom and Aunt's flight was canceled due to weather/Air Traffic Control. We do all that we can to leave on time, but the safety of our guests and crew will always come first. Air Traffic Control (ATC) ensures the safe operation of all aircrafts flying at any given time. When there is inclement weather, ATC makes sure that there is enough safe space between aircrafts. Delays and cancellations may occur due to the limited airspace during times like these.
  
  
  
  When this happens, we can re-book you on the next available Spirit flight or we can issue a refund of the unused portion of your itinerary. I'm happy to see they were rebooked on the next available flight. 
  
  
  I am sorry to hear that their 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. All communications and resolutions are assisted by the *********************** team.
  
  
  I have gone ahead and reached out to the Central Baggage Team for an update on your bags. 

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20000730
  
  I am rejecting this response because: they are focused on the delayed flight and whether or not they were put on another flight. Yes, the delays was very disturbing since their were so many especially for my Aunt who never flew and my mother who is afraid of flying. But yes they were put on another flight which was not the main issue. They were already upset becasue their sister was in bad shape with cancer, which is the reason for the last minute trip. The issue was that they did not receive their luggage and their medicine was in the luggage. Spirit is suggesting that I fill out the baggage claim form to track the luggage which was already done and useless at the time it remain at the same status for several days until they returned home. My Aunt needed her insulin and my mother needed her high blood pressure medicine. That was a life and death situation that was taken very lightly. We were given the run around for the entire trip. We were given wrong information and they had several family members going back in fourth to ***********************, *************** and ******************** to locate this luggage. The staff was very lazy and didn't want to check baggage claim at the ********************. We had to reach out to their doctors to get them their medicine that was such an inconvenience in itself. This went on up until the time they were to returned home. My Aunt's luggage was at the *********************** and my mother's luggage never left ******************** so she picked it up when she returned home. How did the luggage get separated is just crazy and very concerning. This cause them so much stress and they wand up getting sick until they were able to get their medicine. All of this on top of their sister dying of cancer. We couldn't get people on the phone, we couldn't get through to Chat and every response was either in 30 days or a ridiculous wait time. They washed their clothing and they only bought an outfit, at this point they really didn't care that they were wearing the same clothing the entire time they were there. This was totally unprofessional and we were outrage with the lack of concern or compassion that was displayed by your staff in regards to them needing their luggage for their medicine. 
  
  Sincerely,
  
  ****************************************

  Business Response

  Date: 06/14/2023

  Hi *****, 

  We are truly sorry about your experience and for the lack of help from our team members. I can assure you that the level of service you described is not normalcy with Spirit. As this complaint has been routed to our ***************** rest assured, it's being taken very seriously. I've shared your comments with our Management team for review and training purposes. Without your feedback, it would be hard for us to determine exactly where we need to improve our Guest experience. I am also sorry to hear that your sister passed away. Our deepest condolences to you and your family. We understand that unexpected curves are part of life for everyone and Spirit truly does sympathize with each and every one of our Guests during these times. Our heart goes out to you and your family.

  Once again, I am sorry about your experience and I am glad that you finally receive the luggage. I would like to share that Spirit Airlines allows reasonable interim expenses for guests whose bags have been delayed. Interim expenses incurred are limited to reasonable personal items, such as clothing and toiletries purchased as a result of the delay. All original receipts must be provided for reimbursement. Please log into the portal at www.spirit.com/bagclaim, and enter your last name and the file ID ************* to begin.

  Id like to also point out that your medications, and/or medical supplies do not count towards your baggage allowance and can be brought on board free of charge. But, if there are any other personal items in a bag along with your assistive devices, the appropriate charge will be collected. We encourage our guests with special needs to carry on-board any assistive devices or medications that are medically necessary as long as they fit in the overhead compartment. 
  
  We understand that this experience was traumatic for you and we are truly sorry.
  
  Kindly note that we have processed a refund of $148.00 for the baggage charges back to the **** card ending in ****. Refunds are processed immediately on our end but may take 3-7 business days to post back to your account depending on your bank.

  Customer Answer

  Date: 06/14/2023

   
  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,
  
  ****************************************

  Customer Answer

  Date: 06/14/2023

   
  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:04/29/2023

  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.

  There were items stolen from my luggage. I have been calling for 7+ days with no resolve. Company is giving back customer service and bad information in regards to filing a claim to get my stolen items addressed. Messages were left with instructed department and nothing has happened. A police report has been filed like requested.

  Business Response

  Date: 05/22/2023

  Hi *************, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  To better assist you, please provide your name (as it appears on your reservation), confirmation code, and e-mail address used when booking your reservation.
  
  
  Once received, Ill do all that I can to help!

• Initial Complaint

  Date:04/29/2023

  Type:Billing 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.

  Charged $70 for a membership that i was not aware i had signed up for. They refuse a refund. Charge happened April 29, 2023. I cannot remove my card information from their website. I am an unemployed college student and that was all the money left in my account. I have less than $2 remaining because of this. When i reached out to customer service they were very backhanded. I just want my money back. Below i have attached a screenshot of my bank statement.

  Business Response

  Date: 05/22/2023

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  
  Im sorry to hear you were caught off guard by the renewal of your Spirit *********** membership. I found that you joined our ***********, paying the  enrollment fee. The terms and conditions you agreed to upon signing ********* that memberships are non-refundable, non-transferable, and automatically renew yearly.
  
  
  
  A reminder email was sent on 03/30/2023 to ********************** 
  alerting you of the upcoming renewal. As your membership was not canceled prior to the renewal, it remained active and the card on file was automatically charged $69.95, extending your membership for another year.
  
  
  
  I do see that you canceled your membership online on. Upon cancellation, benefits cease immediately and cannot be reinstated without entering a new membership. As a one-time courtesy, Ive issued a refund in the amount of $69.95 back to the card on file. Refunds are processed immediately; however, youll typically see this refund within **** days.

• Initial Complaint

  Date:04/29/2023

  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 4/3, we were flying from ****** to ********** & arrived at airport at 4am, more than 2hrs ahead of flight. At the check-in desk, we were asked by Spirit rep if we filled out the DR ******* which we did for us but not our 2 kids. We asked if we needed to do it for them & were told it was not required. After arriving at the gate, we were waiting to board. A Spirit rep was walking by & asked ** if we filled out the *******, we said we did it for ** but not the kids. She said we needed to do it for the kids. As we were filling out the ******* for the kids, the door gate was shut without any warning in front of us & 30 other passengers. We were shocked & everyone started to panic & asking what was going on. The reps with no compassion, said the pilot shut the ********* had to go on a different flight. Everyone was upset, security was called. We were begging the reps to ask the pilot to reopen the gate as there was no warning & no one told us we needed to fill out this form which would impact us getting on the plane. After back & forth with the security trying to help all passengers who didn't board the plane, the pilot agreed to reopen the gate. We were again in line to board when the reps realized there were not enough seats for everybody even though we had assigned seats. After a long wait, our family was told there were no seats for us, only us. This was a very stressful & frustrating set of events, when everyone was able to board the plane except us, because we were never told we had to fill this ******* for the kids, we were not told we had to board the plane or the gate would shut, we were never told the flight was overbooked & our seats taken. Our luggage left without us. We had to rebook another flight for next day from another city, pay for price difference, drive to another city, pay for parking, pay for overnight hotel stay, pay for transport, we lost one hotel night & had to pay for another night. Not to mention, the *************** we had to go through.

  Business Response

  Date: 05/21/2023

  Hi *******,
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Our records show you were advised prior to checking in for your flight "The ****************** requires all Guests arriving and departing to complete electronic entry and exit forms. QR codes will be generated and scanned at Customs".
  
  
  It is the guest's responsibility to ensure they have the correct documents needed for travel to or from any international destination. Should documentation not be adequate or sufficient, guests will not be boarded.
  
  
  
  Spirit shall not be liable for: a. any aid or information given by any agent or employee of Spirit to any guest in connection with obtaining necessary documents or complying with such laws, regulations, orders, demands, requirements, or instructions, whether given orally, in writing, or otherwise;
  b. the consequences to any guest resulting from his/her failure to obtain such
  documents or to comply with such laws, regulations, orders, demands,
  requirements, or instructions;
  c. any expenses incurred due to the guest's failure to comply with this provision
  
  
  
  I do apologize but we are unable to honor your request for reimbursement of your out of pocket expenses. 

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 19998580
  
  I am rejecting this response because: the reason why we did not get on the flight when everybody else did is NOT because of the ** Code BUT because our assigned seats were OVERSOLD. Please reread our initial complaint. We had seats and they were given to somebody else, that's why we're seeking compensation.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/28/2023

  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: 05/30/2023

   
  Complaint: 19998580
  
  I am rejecting this response because: there is NO resolution to our complaint. Spirit airline is NOT compensating for OVERSOLD seats nor acknowledging the lack of professionalism of their reps. **** airline does NOT care about their customers. Its quite appalling. We will reach to Spirit Airlines on ******* and other social platforms. **** is ridiculous!
  
  Sincerely,
  
  *******************************