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:04/28/2023

  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.

  To Whom It May ************** of Transaction: $934.67 Date of Transaction: Jan. 25, 2023 On December 16, I attempted to purchase a flight ticket for departure on February 10, 2023, from Spirit Airlines. However, when I tried to make the purchase, multiple transactions appeared on my computer screen. I immediately reported this issue to ********* Credit Card.On February 8, Spirit Airlines canceled my flight ticket because my credit card company reported a dispute. As a result, I did not receive my flight ticket or any credit from Spirit Airlines. The cancellation email is attached to this complaint.Afterward, I checked with ********* through BBB and found out that the final transaction actually occurred on January 25, 2023, to Spirit Airlines, but ********* cannot dispute the charge anymore. I have attached the transaction report to this complaint.On April 18, 2023, I requested a refund from Spirit Airlines through their website. The website announced that the processing time is 5-7 business days, but I have not received any response from them yet.I am very troubled to a refund between the credit card company and the airline company. I would greatly appreciate it if you could help me to receive a refund for this transaction.Sincerely,****************

  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.
  
  
  I've reviewed the initial reservation (EGS3XZ) and I did find that 3 attempted payments of $934.67 were declined. We did send several e-mails to you urging you to contact our Reservations Team to confirm your reservation. 
  
  
  
  I have gone ahead and issued a refund in the amount of $934.67 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,
  
  Youjong ****

• Initial Complaint

  Date:04/27/2023

  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 20, 2023, I booked a flight from ************* to *********, **. I paid $532.78 for my flight and I paid an additional $69.95 for the Spirit *********** I contacted Spirit on 04/26/2023 to cancel my flight due to family issues that are beyond my control. Their customer service rep had no respect what so ever for me and Spirit only offered to refund $385 when all together I paid over $600. I am giving Spirit 5 months in advance notice and they will certainly resell my ticket to someone else. It's obvious they have no consideration for their customers at all.

  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.
  
  
  All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure. As your flight was not canceled within 24 hours, we are unable to honor your request for a refund. 
  
  
  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 is still scheduled, we are only able to provide a Reservation Credit at this time.
  
  
  Please let me know if you would still like to cancel your flight. 

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 19991970
  
  I am rejecting this response because:

  I still do need to cancel my flight, however they told me I had to pay over $200 in cancellation fees to do so. They only wanted to give me approximately $400 back after I paid $600. 

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

  Business Response

  Date: 05/24/2023

  Hi *****, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  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. 
  
  
  
  I have canceled your flight per your request and issued a Reservation Credit. 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: YDNRUL
  Amount: $532.78
  Expiration date: August 20, 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:
  
  
  
  
  ******************************************************************************************************************************

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 19991970
  
  I am rejecting this response because:
  
  I dont want a reservation credit. I wanted a refund. Why is that so hard for you guys to comprehend? I paid over $600 for this flight and I have no intentions on booking any flights before August. I cancelled my flight with plenty of notice to Spirit and this is the way they treat me. I had to cancel due to a family emergency and I told customer service that as well. 
  the reservation credit does me no good as I have no interest in booking any more flights by August. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on April 6th 2023 I purchases a round trip ticket from ***** to ****** returning ****** to ***** on SPirit. Paid in full for April 14th. On April 13th I realized I had booked this in the wrong direction: I was in ****** trying to get to ***** and return back to ******. I talked to spirit agents that night trying to get the flight changed but the flight prices had gone up. I eventually booked the correct trip thru spirit for 437USD. When I checked into the airport the spirit app prompted me to pay an additional 349USD otherwise I could not check in. I did not know what this was for but paid it in order to get my boarding pass. Since then I have been in communication with spirit trying to determine what the 349$ was for and requesting a refund. All has been unsuccessful as of yet and no clear explanation as to what the additional 349USD was for

  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.
  
  
  I have reviewed your reservation UDF5GY and I see when you changed your flight DEN-LAS from April 15th to April 14th, there was a fare difference of $257.00 plus a change fee of $83.78 for a total of $340.78. This payment was declined due to the incorrect address associated with your card. 
  
  
  
  You then added Shortcut Security for $9.00 for a total of $349.78. 
  
  
  While I am unable to issue a refund of this flight,  I have gone ahead and issued a reservation credit. 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: UDF5GY
  Amount: $433.56
  Expiration date: August 17, 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:04/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  am writing to file a strong complaint regarding my recent experience with Spirit Airlines. On April 25, 2023, I flew with your airline from ********* to **********, oand unfortunately, my luggage was mistagged and lost.It has been three days since my flight, and I am still without my luggage, with no communication from Spirit Airlines about the status of my missing belongings. This situation has caused me a great deal of stress and frustration, as my luggage contains valuable and sentimental items that cannot be easily replaced.I am incredibly disappointed with the lack of help and support I have received from Spirit Airlines in locating my missing luggage. The customer service I have received has been inadequate and unsympathetic to my situation. It is unacceptable that three days have passed without any update or assistance from your airline.I demand immediate action to be taken to locate my belongings and return them to me. Furthermore, I expect an explanation as to why this mishap occurred and what steps are being taken to prevent similar incidents from happening in the future.

  Business Response

  Date: 05/18/2023

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  
  Please know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at www.spirit.com/bagclaim and must include a completed online claim form inclusive of all the required documents. All communications and resolutions are assisted by the *********************** team.
  
  
  Our records show your bag was at the *** station and a refund has since been issued. 

• Initial Complaint

  Date:04/27/2023

  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 purchased a ticket and got the wrong dates I called back the same day I purchased it to get refund on 14 *** its 27 still no refund nor any notes about my call on 14. I called today 27 because I dont see my refund yet and they said they dont have any info on this after n spoke to five different reps *** six reps trying to get my money back ************ been having issues like this for years

  Business Response

  Date: 05/18/2023

  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:04/27/2023

  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.

  Our flight home to *** from *** that was scheduled for 9:30am EST was cancelled via email at 6:11am EST that same morning on March 12. We were already at the airport waiting to get into security when we were notified. We had to get out of line and book a same day flight with Delta that cost 1078.90/ticket. We are requesting reimbursement for our ticket costs that we had to pay out of pocket for: ******* total as well as the interest that has been accruing since sitting on our credit cards. The only option we were given when we talked to spirit staff was being put on a flight on weds March 15th which is impossible for **. I have filed a complaint with SPIRIT via their online form on March 12th (support number CAS- 7215906-L6R8Y4). Since that time, I have not been able to reach anyone who can help me talk to someone over the phone. I've called multiple times and have been assured that it is being reviewed, but am told that "back of house is reviewing". No indication who that is, if there is a direct line, etc. I have used all communication methods available: phone, chat, email and have never been able to get a hold of anyone who is able to talk with me or has any authority about issuing me a reimbursement for out of pocket costs. On April 1st I received an email from "*****" offering a ***** credit to be used by Jun 2023. I emailed back telling him that is not what I am requesting and have again not heard anything back. Receipts are attached for the flight we needed to book same day out of *******. This was the only flight going out that we were able to catch that morning. We have also filed a complaint with our ** AGO office and with the ** **** of *************** ** AGO recommended filing a complaint w/ BBB as well.

  Business Response

  Date: 05/18/2023

  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, a refund was processed for your canceled 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.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 19989038
  
  I am rejecting this response because:

  Hi *******, 

  Respectfully, this doesn't make any sense. ***** who responded on April 1st, said it was mechanical issues (email copied below), now you are saying it was weather related. Additionally, at the time, we were not given ANY information about why the flight was being cancelled by the Spirit reps at the airport. When we asked about options, they didn't even speak to **. They handed ** a card and said nothing.
  
  There are many issues at hand here: 
  flights were still leaving *******
  we were not told the reason for the cancellation the day of
  we were not given any information when Spirit representatives were standing right in front of ** at the airport about what our options were.
  the reason (weeks after the fact) for the cancellation is inconsistent from Spirit guest relations
  it has been extremely miserable, hard and confusing to try to get a hold of anyone from guest relations to address my complaint. This is clearly a strategy of Spirit to make it as grueling as possible to resolve issues. 
  There is no accountability or apparent interest from Spirit about righting these wrongs. This is horrible customer service/treatment of customers.
  I am still requesting reimbursement for the out of pocket expenses we incurred on that day when our flight was cancelled. We ended up taking a flight that same morning on Delta and had to pay a lot of money to get out of there and that is not right. How can I escalate my complaint within the company?
  
  
  ST
  
  
  
  
  Hi *********,
  
  Thank you for contacting the Spirit's Guest Relations Team. We apologize for the delayed response.
  
  We're sorry to hear that your flight got delayed due to mechanical issues and you acquired extra expenses this is why you would like to request a reimbursement. Guided by your feedback, we are taking the steps necessary to continually improve our operation. We are always here for you and we will do our best to help you resolve your concern. 
  
  I've viewed your reservation UDR3PI and I found that you indeed experienced flight delays. We do all that we can to prevent delays but at times they're unavoidable. The safety of our Guests and crew comes first. The reality is that delays and cancellations are a relatively common part of the aviation industry. Rest assured we're doing all that we can to improve this aspect of our service.
  
  *********, when these unexpected situations happen, we can re-book you on the next available Spirit Flight or, we can issue a travel credit or refund of the unused portion of your itinerary.  I'm glad that we have issued a refund.
  
  A  refund of $135.78 has been issued back to your **** Card ending in ***** last March 12, 2023. Refunds are processed immediately on our end but may take 3-7 business days to post to your account. Please be advised that refunds are processed immediately on our end and once a refund is issued, we are no longer in possession of the funds. Please follow up with your bank or credit card company for the status of these funds if you did not receive it yet.
  
  Due to the inconvenience that it caused you, I've gone ahead and issued a Future Travel Voucher as compensation. 
   
  Your voucher information is detailed below along with a link that includes its terms of usage as well as simple steps on how to redeem it. Future Travel Vouchers must be booked by the vouchers expiration date for travel on any flight dates available in the system. The amount covers the flight only portion of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are non transferable. 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 ************.
  
  Name: *******, *******
  Voucher code: 48380153723400001 
  Amount: $50.00 
  Expiration Date: June 30, 2023
  
  Name: *********, ******
  Voucher code: 48380170504500001 
  Amount: $50.00 
  Expiration Date: June 30, 2023
   
  (It doesn't have to complete the travel date by then, you just need to book a new reservation on or before it expires)
   
  I've included the link below to know more about how can you redeem your voucher online. 
   
  **********************************************************************************
   
  As a one-time courtesy, if you are unable to book a flight using the Future Travel vouchers by the expiration date, simply send ** an email within 6 months from the expiration date, referencing this case number and we will be more than happy to extend the FTV. 
  
  If theres anything else you need, just let ** know. We're here to help.
   
  Best,
  
  *****
  Guest Relations
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/18/2023

  Hi *********, 
  
  Thank you for your reply. Please understand, sometimes the information coming from operations is limited and our agents try to give accurate information as they get it. At times there are really no immediate updates when there are weather issues, as it can vary quickly. 
  
  After further investigation, and after speaking with our operations team I can assure you that your flight was indeed canceled due to weather. Weather hundreds of miles away could cause an interruption to your flight, as there may be weather concerns impacting the flight path an aircraft is scheduled to travel through. While we certainly would never want to cancel or delay your flight, your safety will always be our top priority.
  
  I can assure you that I am providing you with the information that was made available to me regarding this particular flight.
  

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 19989038
  
  I am rejecting this response because:

  Hi *******, 
  
  
  This provides an explanation of what happened, but it does not address any of the other concerns outlined below. I still maintain that the whole purpose of this complaint is to request reimbursement for the cost of our airline tickets that we ended up buying the same-day because of a lack of any options given to ** by Spirit at that time, besides accepting the new flight that was scheduled on Weds, March 15th when we have a family, dog and jobs that we needed to get back to on Sunday, March 12th. When we talked to Spirit staff about our options BESIDES agreeing to a flight that was not possible for **, we were not given ANY information about what other options we had. They handed ** a card and said nothing. Without any options or information besides that our flight was cancelled 2 hours before we were supposed to board (while we were waiting in the security line of the ******* airport), we made the decision to buy airline tickets for a different airline that was flying out that morning at roughly the same time. We assumed Spirit would do the right thing and help ** get onto a flight that day, but they didn't. I assumed that working through customer service would help us recoup the costs that we incurred due to this cancellation, but that has been painful as well. 
  
  To repeat the issues at hand here: 
  flights were still leaving *******
  we were not told the reason for the cancellation the day of
  we were not given any information when Spirit representatives were standing right in front of ** at the airport about what our options were.
  the reason (weeks after the fact) for the cancellation is inconsistent from Spirit guest relations
  it has been extremely miserable, hard and confusing to try to get a hold of anyone from guest relations to address my complaint. This is clearly a strategy of Spirit to make it as grueling as possible to resolve issues. 
  There is no accountability or apparent interest from Spirit about righting these wrongs. This is horrible customer service/treatment of customers.
  I am still requesting reimbursement for the out of pocket expenses we incurred on that day when our flight was cancelled. We ended up taking a flight that same morning on Delta and had to pay a lot of money to get out of there and that is not right. I am asking Spirit to do the right thing here. How can I escalate my complaint within the company?
  
  
  
  ST
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/27/2023

  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.

  To whom it may concern l,I planned a vacation going to ********* through spirit airlines, I paid extra to have assign seating asking for a seat number and to make sure each way my wife had a window seat. Upon checking in they did not provide ** with the seats we paid for instead on our trip going there we were put in the last row with no windows whatsoever and coming back we did not get the window seat either I called the company and they wanted me to provide proof I paid sent in the online conformation which clearly shows I paid 60some extra for seating and was never given what I paid for. Not only was this an issue but myself and family were stuck on the plane after it landed for over 3 hours as well as all the other passengers for whatever reason that was given than had to wait an hour for our luggage to come through as they unloaded 3 different planes onto one rack

  Business Response

  Date: 05/18/2023

  Hi ********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I have reviewed your reservation and I see no seats were purchased for your flight. On every Spirit flight, Guests have the opportunity to select their preferred spot onboard. If you don't select a seat, we assign random seats at check-in for free. 
  
  
  Were sorry for the additional time you spent on your journey. There are times that airport facilities are not aligned with the operation, and another gate was not available. Unfortunately, we had to wait for the facilities to clear in order to gain access to the terminal. 
  
  
  
  I see our station issued each of you a Future Travel Voucher (FTV) in the amount of $50.00. You should have received an e-mail containing this information. 
  
  
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount goes towards 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 ************.
  
  
  
  For information on how to redeem your voucher, click here.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 19989025
  
  I am rejecting this response because:
  They are still trying to deny I paid for seats when it clearly shows I paid 62 dollars for assigned seats that were never given. I paid for assigned seats and I was not given them therefore I want the money I spent for a service refunded since they did not do what was paid for. Again I have attached the receipt from this company that charged for the assigned seats and I was not given them 
  Sincerely,
  
  *************************

  Business Response

  Date: 05/18/2023

  HI Salvador, 

  Please be advised, there were no seats purchased at the time of booking. Your seats were assigned at the airport. 

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 19989025
  
  I am rejecting this response because:
  I don't know what kind of game is being played here I have my bank account info that shows what finds were taken out and as I have provide 2 times now proof of the reciept given by spirit airlines of what was purchased. I don't know what attachment is that was sent in this email I never seen it nor do I know when it was made but clearly I was charged for seats and was never given them. I don't understand who can't comprehend the reciept given by this company SHOWING I PURCHASED ASSIGNED SEATS FOR 62 DOLLARS. It's not my fault this company/individuals messed up I just want my money back for what I paid for and was not given 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday March 26, 2023 I was leaving *********. I was flying Spirit Airlines. My ************** had been delayed, and he asked that I try to get him on my Spirit flight. I went on to my app and searched the date and flight. Not realizing that there were no more seats available, the app took me to the same flight for the next day. I booked it. Immediately after booking I realized I made a mistake. I tried to cancel in the app and the app would get an error. I called in on my way to the airport, but could not get anyone on the line. I then arrived at the airport and waited in line for 45 minutes the flight cancelled. I was told they could not because they do not give refunds. I pleaded with them that I made a mistake and I had just booked the flight. The lady checked with her manager and they officially cancelled my flight and said I would be getting a refund back to my credit card. I thanked them. It has been over a month since that day, and I never received any refund. I am owed $345.89. My Free Spirit # is **********. The flight doesn't even show ** in the portal under my bookings. I have attached a screenshot of my credit card charge.

  Business Response

  Date: 05/18/2023

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure.
  
  
  
  As a one-time courtesy, I have gone ahead and issued a refund in the amount of $345.89 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.
  

  I have received a credit back to the credit card used for the transaction.

   

  Thank you.

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

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spirit Airlines does not allow you to unsubscribe from their email list.I started receiving spam emails nearly every day after booking a flight with them. When I navigated to their unsubscribe page through the Unsubscribe link in their email, I found that the page is set up to *prevent* you from actually unsubscribing. The page allows you to check off what type of promotional email you receive from them along with a checkbox to "Unsubscribe from all". However, if you check "Unsubscribe from all", the button to save your changes greys out and does not allow you to proceed. You are forced to choose to stay subscribed to promotional mail.This is an intentional tactic to force unwilling customers to stay subscribed to their spam promotional mail

  Business Response

  Date: 05/18/2023

  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 you were having difficulty unsubscribing your email address. As requested I have gone ahead and unsubscribed you ************************************* from our email list.

• Initial Complaint

  Date:04/26/2023

  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.

  Here is my reservation number CH6BUZ. Due to the airport being closed the week of my return April 12th, 2023 this airline canceled that flight segment. I went online and requested a refund so that I could go with another airline. I was told that a refund would be issued. I have gone online few times chatting with customer service and nothing but promises of a refund. It is April 26th and still have not seen anything from this Airline.

  Business Response

  Date: 05/18/2023

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Im terribly sorry to hear that you havent received your refund. Our records indicate that you secured this reservation using a third-party booking agency.
  
  
  Typically, when that happens, the third party travel agency will collect payment from you, but then use a company credit card to secure the reservation with **.
  As we are only able to issue the refund to the original form of payment, youll have to contact your travel agency to coordinate the refund.
  
  
  We have released the funds in the amount of $94.19 to the **** card ending in **** on April 10th 2023.

  Customer Answer

  Date: 05/18/2023

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