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

  Atlantic City Airport ATLANTIC CITY, NJ 08401

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  300 World Way #a Los Angeles, CA 90045-5899

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:05/02/2023

  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 May 1, 2023, I was on Spirit Airlines flight number ****, service from ************, ** to ******,**. After landing the passengers were instructed to retrieve their luggage at baggage claim 10. Nearly 2 hrs later, the luggage was released. I retrieved my bag. When I returned home I began to unpack and realized the laptop I packed in my suitcase was missing. I immediately tried to get in touch with someone at Spirit, but was unsuccessful. I made numerous calls this morning but was unable to reach a live individual. An employee at Spirit Airlines stole my laptop I received as a gift at Christmas. I am 100% sure it was in my suitcase when it was checked in at the Spirit baggage drop off. I also noticed many things in my luggage were not the way I packed them. Indicating someone had gone through my *********** this claim investigated and I also want my laptop back!!! I will file a police report with the ****** ***************** if necessary.

  Business Response

  Date: 05/24/2023

  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.
  
  
  If a bag/item is delayed, lost, damaged or pilfered, a Spirit Airlines representative at the airport must be notified and a report must be filed within four (4) hours of arrival of the flight on which the guest traveled. 
  
  
  
  Per the Terms of our Contract of Carriage, Spirit Airlines will not accept
  liability for the following: Loss, damage, or delay as the result of actions taken by the **** Customs, or other governmental agencies. Claims of missing or damaged articles if a passengers checked baggage is not damaged, delayed, or lost.
  
  
  
  Additionally, Spirit assumes no responsibility or liability for the following items in or as checked or carry-on baggage: Computer hardware and software, including laptops, and accessories. 

• Initial Complaint

  Date:05/02/2023

  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.

  On April 21st my boyfriend and I had tickets to board a plane to ***** for a skateboard competition. To make sure we could take everything onto the plane he paid extra that morning. When we got through the *** check point in DIA the spirit plane was already rolled out onto the tarmac 20 minutes earlier then departure time! When we asked about this the gate ladies where rude and had no desire to help of fix the situation. We feel as customers if the plane is going to leave 20 minutes earlier then departure time that we should have been notified as that is complete dishonesty from a company. I wrote this company about it and was still not given an explanation and met with greed about them not refunding or helping.

  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.
  
  
  We never want you to miss your flight. Thats why we recommend that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights. Due to lengthy TSA security checkpoint times, its recommended that you check airport information prior to arrival at the airport.
  
  Guests who dont complete the check-in process prior to the cut-off of the originally scheduled departure time are subject to their reservation being forfeited, and any modification charges and any difference in fare may be applied to new tickets. Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website:
  
  **********************************************************************************
  
  In the event of a delay, customers are recommended to remain in the gate area for updates and possible early departures. Spirit shall not be liable to any customer who misses a flight, which departed earlier than the estimated departure time posted for the delay. As per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with Spirit, even in the event of a delay, we still highly recommend that you arrive at the airport and remain at the gate based on the original time of departure.
  
  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.
  
  While I am unable to honor your request for a refund, I have issued a reservation credit for your missed flight. 
  
  
  
  This Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated. At this time, our Spirit App does not support Reservation Credit bookings.  
  
  
  You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.
  
  
  The information to your credit is below.
  
  
  Reservation Code: WIFLRZ
  Amount: $317.78
  Expiration date: August 19th, 2023
  
  
  You dont need to travel by the expiration date, you just need to book your travel by then. Dont forget to read the terms and conditions provided in the link:
  
  
  ******************************************************************************************************************************

• Initial Complaint

  Date:05/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight on Spirit from ********* to ******* that had us arriving around 4:30 pm. Spirit continuously canceled and changed my flights to ** eventually arriving in ****** at almost 10pm which would cost me more money to get to my destination and lost vacation time. Additionally, I have an autistic child that has never flown before and it he has made it clear he can not fly at night. I could understand if I made the changes, but I didn't These flights cost over $800. When I was forced to cancel due to these canceled flights, because I am going to conference I was given a "flight credit". I have looked at ways to reuse these credits and every single flight I was looking at arrives at the destination past midnight which does not at all line up with my original flights and would cost me more hotel stays and travel time and would cause my disabled son stress. The airline is a scam and garbage. I want my money back. Repeated calls to them resulted in never talking to an actual person.

  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.
  
  
  After further review of your reservation, our records indicate that you did indeed experience a schedule change. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. We understand that this may have a significant impact on your travel schedule, and for this we deeply apologize.
   
  When there is a schedule change, we always send flight status notifications to the email that we have on file. Once received, you do have the option to accept or deny the changes. In these cases, the options available to our guests are re-accommodation on the next Spirit flight or a refund of the affected segment. 
  
  
  
  I have gone ahead and issued a refund in the amount of $802.28 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 
  

• Initial Complaint

  Date:05/01/2023

  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.

  10/23/22 we purchased Spirit Airlines tickets **nf# KBJ88Y. We accidentally clicked the carry on button instead of the checked luggage button. We did not realize the error until we check in at the Spirit **unter. We asked **** ***** if she **uld change it in her **mputer she said no we have to repurchase the luggage and call cust serv for a credit. We called cust serv many times at the gate prior to take off, again we went to cust serv **unter at ***************, we emailed Spirit and texted them through their bot. We always receive the same response that we are due $158 credit. This **uld have been avoided if **** ***** would have just changed it. We called Spirit again and spoke with someone in ************ who changed our baggage type for our return flight and it only took her a few minutes to make the change. 4/28/23 ****** told me we are due a credit of $158.00 **uld not issue it her supervisor agreed we are due the credit but **uld not give me his name its **nfidential. I asked to talk to him 45 minutes later he got on the phone mumbled his name and hung up on me. I called back ********* a supervisor advised that Spirit cannot issue the credit because the credit card *** never sent them a letter advising the dispute is closed and that **** did not issue a credit. I called the credit card ** and had them explain to ********* they did not issue ** a credit and during the **nversation ********* dis**nnected the call. This is what Spirit does they just give you the run around, make it difficult to **ntact their customer service, lie, give fictitious names and technically extort money from you and keep telling you you will get a credit but they never issue the credit which is fraud. On 5/1/23 our credit card ** gave ** a $100 credit because they know Spirit Airlines is **mmitting unethical business practices. We still want Spirit to issue ** the $58 refund that is still due to **. Any assistance you can offer will be greatly appreciated. Thank you for your time.

  Business Response

  Date: 05/24/2023

  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 Director of Airport services 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 $158.00 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: 05/24/2023

   
  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.

  Purchased a flight departing 3/2/23 for AB7Q2Y leaving at 8:pm. The flight was delayed several hours and didnt arrive until almost 5am the next day. I express to spirit that I was dissatisfied with the service and wanted a refund for my ticket. I called several time they kept advising nothing could be done. They finally issued a voucher that stated Future Travel Vouchers must be booked by the voucher's expiration date for travel on ANY flight dates available in the system. I have come to find out this is not the case. I have made several attempts to use the voucher on several different flights as was given an error message each time. First attempt was for dates on 5/12/23 then on 6/2/23 then 6/9/23. Per speaking with spirit they advise the vouchers could not be used due to class G- restrictions. I proceed to ask when can I used the voucher and asked for them to give me one date that was available that I can used the voucher for but all the flights from *** to *** are all class G. All the flights from *** to ****** are all class G.so I asked which locations are not class G, and not one location, not one flight was provided to be able to used the voucher for in any city in the continental **. In no where does it state any restrictions for the vouchers and if that was the case I would have Never taken the vouchers. I would either like my money back for my flight plus compensation or a voucher that I can actually used without a restriction to book a simple flight. I think that is only fair for the inconvenience they have caused.

  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.
  
  
  Please accept our apologies regarding your flight delay. Our records show that your flight was delayed due to a maintenance-related issue. We do all that we can to prevent delays, but at times they're unavoidable as the safety of our guests and crew comes first.
  
  
  
  The value of a Future Travel Voucher is applicable towards the flight only portion of the Base Fare and not of the flight price. In order to view the amount that your voucher should cover, when you're booking your flight on spirit.com, once you click the drop-down arrow next to Flight Price, your voucher will go towards a portion of the Flight breakdown. Vouchers will not cover any additional government surcharges, passenger usage charges, or compliance fees. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. You dont have to fly by the expiration date, just make a reservation before it expires.
  
  
  There are times when the fare is super low, and the voucher may not cover much. In these instances, you're still getting a great deal on a flight. So, it may be best to save your vouchers for a more expensive fare.
  
  With that said, the flight that you are trying to book could have a flight portion that is so low that there is almost nothing the voucher could cover. You can say that the reservation you are booking mostly consists of taxes and charges, that of which the vouchers can't cover. 
  
  
  
  I do apologize but I am unable to override the features of our voucher. 

• 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.

  The incident happened 5/1/23 I wasnt able to get on flight in the *************** a ************* spoke to me very rudely. Then I called Spirit **************** and was told I could receive my luggage fee back. And the automated system says you can get a refund a Supervisor *************************** #*****. Said I could get a credit but the service I received arriving April18th 2023 with my luggage was terrible and they didnt follow threw with me receiving my luggage on time and expensive that occurred because of it. And now a flight I didnt get on and choose not to use them ever again I want my full refund from Spirit for my arrival on 4/18/23 and now on today. Again I want my money back please I feel that Spirit Airlines from any other you pay money but the service you get is not conducive to money you pay.

  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 truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our Director of Airport services for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
  
  
  Im so sorry that you missed your flight. Please note, there is a 45-minute check-in cut-off time for domestic departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags.
  
  We never want you to miss your flight. Thats why we recommend that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights. Due to lengthy TSA security checkpoint times, its recommended that you check airport information prior to arrival at the airport.
  
  Guests who dont complete the check-in process prior to the cut-off of the originally scheduled departure time are subject to their reservation being forfeited, and any modification charges and any difference in fare may be applied to new tickets. Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website:
  
  **********************************************************************************
  
  Please note that refunds are always an option for flights that have had to be cancelled by Spirit. If a guest chooses not to travel for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time.
  
  
  
  Additionally, our records show you left your bag at the ticket counter in SEA and proceed to the gate. 
  
  
  
  This Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated. At this time, our Spirit App does not support Reservation Credit bookings.  
  
  
  You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.
  
  
  The information to your credit is below.
  
  
  Reservation Code: QLWQMN
  Amount: $157.18
  Expiration date: August 19, 2023
  
  
  You dont need to travel by the expiration date, you just need to book your travel by then. Dont forget to read the terms and conditions provided in the link:
  
  
  ******************************************************************************************************************************

• Initial Complaint

  Date: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.

  My flight was delayed by hours and I was given vouchers to use for future flights. The e-mail states I can use the voucher on any flight in the system. When I tried to use the vouchers, I'm being told that I can only use the vouchers on specific flights and I need to keep re-entering my information in the system (for four passengers) for every flight until I come to one that I can use the vouchers on. It's absolutely ridiculous, time consuming and inconvenient. It's such a shame that they constantly inconvenience people and have the nerve to charge for everything down to breathing on their flights smh. The fact that they have a 1 star rating does not come as a surprise and I hate I even booked with them to begin with.

  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 to hear you are not pleased with terms of our vouchers.
  
  
  The value of a Future Travel Voucher is applicable towards the flight only portion of the Base Fare and not of the flight price. In order to view the amount that your voucher should cover, when you're booking your flight on spirit.com, once you click the drop-down arrow next to Flight Price, your voucher will go towards a portion of the Flight breakdown. Vouchers will not cover any additional government surcharges, passenger usage charges, or compliance fees. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. You dont have to fly by the expiration date, just make a reservation before it expires.
  
  
  With that said, the flight that you are trying to book could have a flight portion that is so low that there is almost nothing the voucher could cover. You can say that the reservation you are booking mostly consists of taxes and charges, that of which the vouchers can't cover. If your itinerary is flexible, you may want to try other dates or routes to maximize the use of your voucher.
  
  
  I do apologize but we are unable to override the features of our voucher. 

• 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.

  Flight (confirmation: SCQIKL) was delayed three times for over than 4 hours from *** to ***. tried contacting spirit but was not able to reach anyone.

  Business Response

  Date: 08/23/2023

  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 to hear about your recent experience with us. I found that your flight was delayed 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.
  
  We provide updated flight time estimates in the Flight Status section of our website, on the airport display monitors, through our ************** when callers request, and through our airport Team Members at both the ticket counter and the gate (once staffed for departure). When a Guest provides us with their email address during the booking process, we will email flight status notifications when a flight is canceled, delayed, or changes gates, within 30 minutes of us becoming aware of such a status change.  During an irregular operation, such as a delay, information can change quickly as our Team Members behind the scenes work to provide transportation as scheduled or as soon as possible.
  
  When this happens, the options available to our Guests are to wait out the delay or if this option isn't feasible, a refund of the affected segment is issued. I am happy to see despite this delay, you were able to board your flight and complete your travels successfully.  
   
  While I know we can't change your past experience, I'm hoping a Future Travel Voucher will encourage you to give us another chance to serve you. I've created a voucher in the amount of $50.00 each that you can use towards your next Spirit flight.
   
  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 ************.
   
  Guest name: *************************
  Voucher code: 50725305283300001
  Expiration date: November 19, 2023
   
  Guest name: *************************
  Voucher code: 50725321731300001
  Expiration date: November 19, 2023
   
  For information on how to redeem your voucher, click here.
   
  Once again I truly apologize for the experience you had with us. We hope despite this incident we can welcome you on board again soon! 
   
  Best,
   
  Whitney
  Spirit Support

• 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.