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

  84 State St Boston, MA 02109-2202

• 

  Spirit Airlines

  114 N. Raliegh Avenue Atlantic City, NJ 08401

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines, Inc

  3400 E Sky Harbor Blvd Terminal 2 Phoenix, AZ 85034

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:04/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/1/23 my wife, my 7 and 1 year old daughters had a flight from ******* to ************ at 9pm. Half an hour before the flight we were told that it was canceled due to staff/crew issues. For 5 hours Spirit employees sent us from one Spirit booth to another in the ***************, joking along the way because we were getting desperate with the lack of help offered. We heard, "go there, I can't help you," and the person at that booth would tell us to go back to the original person. Our baby was hungry and started to cry uncontrollably ********** offered warm milk to calm her because Spirit offered no assistance). We were told that a manager would come, we waited for an hour, and no manager arrived. We were also told that all hotels in the area were booked and that not only could we not fly out for days (next flight was in 3 days), but that we would need to find and travel to a hotel ourselves (we would need to seek a refund from Spirit later). Short on funds and getting frantic, my 7 year old got really scared and started to cry thinking we would never get home. At 2am, exhausted and seeing that Spirit would do nothing, I waited for an hour while my wife got our bags, and I managed to rent a vehicle. We drove all the way to ************, switching with my wife every hour as any longer and the person driving would start falling asleep. Upon returning, I called Spirit, which offered apology but offered to pay our expenses. I submitted all receipts, totaling $981.58 ($611.58 was the last minute price of the car rental for two days). We didn't even stay at a hotel to save money, and ate only once ($130 for gas and $60 for food and $180 for an extra fee the rental car charged **). All receipts were provided to Spirit. Spirit sent ** $250 and nothing else. I emailed and called many times asking to understand why the rest was not reimbursed as promised. I was provided with no explanation and, when I asked to speak to a manger, Spirit cut off contact.

  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 to hear that your flight was canceled due to crew. We do all that we can to prevent these cancellations, but at times they're unavoidable as the safety of our guests comes first. I know that this cancellation threw off your schedule, and I am really sorry about this. While the reality is that delays and cancellations are a very small percentage of our operation, we definitely understand that they are the single greatest cause of frustration for everyone.
  
  
  
  I have reviewed your reservation XI8ZSZ and your receipts. The check you received is for the difference in your car rental and Spirit flight and gas receipt. Your meal receipt was denied as it was not a delated receipt. Meal receipts must be detailed and show the date of purchase, items purchased and form of payment used.  

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 19985434
  
  I am rejecting this response because:

  Dear Spirit,

  Thank you for your email.  The flight cancellation was confirmed as entirely the fault of Spirit and had nothing to do with safety.  The fact remains that either your employees/crew failed to show up or were mismanaged in one way or another by Spirit, which was compounded by Spirit further failing to have a crew on standby in case of such an event.  Your employees at the airport provided us no information, sent us from booth to booth for 4 plus hours, despite our infant and 6 year old crying, lied to us on multiple occasions, mocked us, and ultimately forced us to make a dangerous night drive back home for lack of a better option (which I performed on a torn achilles tendon injured during our holiday trip).  We were then promised reimbursement for our expenses (NOT the difference between our flight cost and the cost of the ticket), which, under the circumstances, is the least that Spirit can do.  We request that the entirety of our expenses, which are clearly reasonable and in no way excessive, be reimbursed without deference to Spirit's internal rules (such as demands for original receipts; copies of which were, in fact, provided for food, gas, rental car and all charges related thereto) which are here being used as a mere loophole to avoid reimbursement.  If mediation through the BBB, FDAC, ***** can not be achieved, the process will be elevated to small claims in the appropriate jurisdiction.  We encourage Spirit to seek mediation and a fair solution to this outrageous corporate conduct.  Having detrimentally relied on Spirit's promise of service, the least Spirit can do is mitigate our actual damages in their entirety.
  
  Sincerely,
  
  
  ***************************;  

   

  Business Response

  Date: 05/18/2023

  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.

  
  

• 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.

  Our flight NK432 on 4/12/23 was cancelled. The claim was it was weather related. The cause was actually due to the *** airport being closed and Spirit going into a self-imposed gridlock at *** because they rerouted too many of their *** flights to ***. The aircraft we were supposed to be on was at ***, and there was no weather impacts along our route to ***. There were hundreds of people in line for help, and too few Spirit employees. I was able to change my flight in the app, but was given a message stating I still needed to see an agent. So I still had to wait in line at ***. I had to pay over $300.00 out-of-pocket for a hotel and transportation round trip as I was travelling with my wife and 2 children, and was not going to have them sleep on the floor at an airport. Rather than request a refund of my out-of-pocket expenses, I am requesting a refund of the $268.00 I paid for the Just for you bundle as were not seated on the new flight the same as which I paid for when booking which was incredibly frustrating. I do not want any flight vouchers.I did file a complaint with Spirit and received the following response: Our records indicate that your flight was affected by bad weather. Air Traffic Control (ATC) ensures the safe operation of all aircraft flying at any given time. When there is inclement weather, ATC makes sure that there is enough safe space between aircraft. Delays and cancellations may occur due to the limited airspace during times like these. We dont offer accommodations or compensation for unexpected expenses in such events that are out of our hands. I am an Air Traffic Controller for the **** So I know for a fact ATC had nothing to do with the cancellation. This was solely a business decision made by Spirit to save themselves operating costs by diverting all their planes to *** and placing the burden on the costumers. I included screen shots of the weather radar that night, and the message in the app.

  Customer Answer

  Date: 04/26/2023

  *** airport being closed was national news.  Any internet search would prove that.  Also anyone can track all Spirit Airline flights that night in Flightaware.com which will show where Spirit diverted their flights to.  ATC never tells an airline that they have to divert to a particular airport, the airline/pilot determine the airport they divert to themselves.  No other airline at *** that night showed cancellations on the flight status board.  I submitted the flightaware.com screen shot of the plane we were supposed to take to ***.  It departed *** to *** and arrived on time, but then had to taxi (wait for a gate) for 147 minutes.  There was a *** airport representative addressing the people in the line at Spirit, and he repeatedly said to many planes and not enough gates is a gridlock situation.  Our plane to *** was in *** and at a gate, but Spirit chose to cancel it.  The overall point is there was no weather impacting flights from *** to *** that night, our flight was cancelled, I paid for upgraded seats on original flight, did not get those seats on the rebooked flightsso I would like a refund. In all actuality Spirit should reimburse me the hotel and transportation as well, but Im attempting to be reasonable.  

  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
  
  
  
  I have gone ahead and issued a refund in the amount of $268.00 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: 05/25/2023

   
  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:04/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 27,2022 I purchased round trip airfare to /from ******* international Airport CT/***** ** ,through Booking.com with Spirit Airlines for myself and husband. These flights were for 4/8/23 , returning 4/16/23 . Total price of tickets was $ ********, which my credit card was charged. This was for flight NK3135. On 4/7/23 as I'm trying to check into our flights, I find out the flights have been cancelled. I contacted Spirit Airlines who told me I cancelled the flights. When I insisted I did not, they stated there was no flight and offered to give me flight miles that I would have to use within a limited amount of time and have no use for. They insisted that that was their policy, and my money would not be refunded. I contacted Booking and was told that Spirit had cancelled the flights due to scheduling problems. I am requesting full refund of my money as I purchased these tickets in good faith and was left scrambling for other flights which cost me an additional $1200.00. Your help in this matter would be greatly appreciated

  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.
  
  
  After further review of your reservation, our records indicate that you did indeed experience a schedule cancel. 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 cancel, we always send flight status notifications to the email that we have on file.
   
  
  I have gone ahead and issued a refund in the amount of $1,396.36 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:04/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spirit canceled our flight back to ******* and refused to help find a resolution despite having a disabled passenger without any extra medication. They claimed it was weather related but every other airline had flights back. We were in the airport for hours and they finally said theyd do an instant refund to book another airline and it never came. After a while the spirit security came over and told ** we had to leave the airport area for spirit we were no longer welcome there. I am so disgusted but this airline and will NEVER travel with them again. The experience was very traumatic and disappointing. I NEED MY REFUND IMMEDIATELY. Very very unpleasant airline. I have been flying all my life and have never been treated that way, especially as a disabled individual in medical need. Shame on you. I would like an entire refund on my trip.

  Business Response

  Date: 05/17/2023

  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 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 in the amount of $673.52 back to Mastercard (****). This includes your (airfare, baggage, and seats). 
  
  
  
  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:04/25/2023

  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 purchased two round trip tickets (*******, ** to **************, *******, and **************, ******* to ********************, ******************. Dates: March 28, 2023, returning April 13th, 2023. When I arrived to ********* airport on March 28th, Spirit Airlines charged two times $56 for the checked bag. They had the option to send my bag directly from ******* to ******************** but they charged the suitcase for two flights. After I incurred such extraordinary expense, Spirit airlines employees started to harass me and my son at the gate saying that his book bag was big and he had to checked it but I showed them he was carrying his equipment as a disable person. The confirmation code for both flights is QL19RQ and LFL5UC, respectively. On April 13th we had the return flights, we arrived at the airport to know both flights were canceled and I had no money to return to the small town 22 kms away from the airport. Spirit airlines had the option to either put ** in another flight that day to any other destination and from there to home in *******, *******. Instead they told ** it was not their problem where and how we would spend the night. I left to the same hotel I was in the city of Boca Chica, and paid $60 dollars for one night. Spirit scheduled ** for a new flight on the 14th of April. I arrived to the airport and again canceled flights. I had to call a relative in *******, ** asking to send me money via Zelle so I can book another hotel; Spirit employees were laughing when I said that bunch of delinquents left ** stranded. They believe the situation was funny so I ended up paying for 6 Uber trips back and forward the airport and the hotel 22 kms away. $15-$18 dollars each trip. Two (2) nighshotel due to spirit cancelled fightls; $124 dollars and food $62. On the 15th Spirit sent ** to *******, *******, and from *******, ******* to *******, *******. In *******, ******* Spirit changed the gate 3 times. We had to go through line TSA 3 times, flight delayed 3 hrs. Wow

  Business Response

  Date: 05/17/2023

  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 reviewed your reservation and as you purchased 2 separate reservations QL19RQ ***-*** and LFL5UC ***-***, you were required to pay for bags on each reservation. 
  
  
  
  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:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On behalf of all the customers who had the misfortune to be on flight 212 from St.****** to *************** and the connecting flights Tuesday April 18th at 4:30pm EST. We were notified 15 minutes before boarding the flight was delayed with the news that all potential layovers would likely be missed. The gate attendants were unable to offer us any more information than the following: "you can try and hustle to the next flight if there's time and they may let you on." "They'll only hold the connecting flight for ** if the flight attendants werent maxing out their hours." (this is actually not a weather related problem)We were informed a decision to hold connecting flights would only be made after we were in the air. While waiting I met three women also trying to make it to ******* - all of them had mobility issues with two using canes.In flight our flight attendant said she had no idea what I was talking about. I had to explain the situation to her and push her to ask ground control for the answers we were promised. Eventually we were told that they knew we all had connections to try and make but they only knew one flight that was holding - which one? - they couldn't tell us. We landed at 8:55pm, made it off the plane by 9:07 to try and connect to the 9:15pm departing flight. Not a single Spirit employee at the arrival gate or on our plane were able to tell us if the other flight was holding. We sprinted to the connecting gate - past our new friends who were not physically able to run. I had an asthma attack. At the gate with 3 min to takeoff I told the gate attendant there were a few women with mobility issues coming but needed more time. She turned to her colleague who responded:thats their problem, were closing in 5 minutes, I don't care." The woman I was speaking to replied "theyre going to cuss at us," and her peer replied "I don't care." These comments by Spirit employees are a direct violation of the American Disability Act - being that Spirit is in the business of transportation this miniscule time frame to attempt to make a connecting flight was no fault of these passengers, and their mobility issues should not prevent them from making their connection. This was one of the most disgusting, inequitable, and criminal experiences I've ever witness and it's worthy of a full investigation and apologies. For a company that shares the cost of everything in an attempt to place more control in the buyers hands - what does doing the bare minimum cost? My partner and I spent over $900 on our round trip flights and checked bag. How much more are we required to pay for someone to provide adequate, equitable service? It's shocking no one had the time, energy, or brain power to try and communicate in anyway with those of us on board - or the empathy to respect and consider differently abled bodies.

  Business Response

  Date: 05/16/2023

  Hi Catilin, 
  
  
  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 reviewed your reservation and see your flight crew was delayed due to weather/ Air Traffic Control issues at the previous station. I'm happy to see you were able to make your connecting flight. 
  
  
  Times shown in a timetable or elsewhere are not guaranteed and form no part of the terms of transportation. Spirit may, without notice, substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the reservation. Schedules are subject to change without notice. Spirit is not responsible or liable for making connections (on its own flights or flights of any other carrier), or for failing to operate any flight according to schedule, or for changing the schedule of any flight.

• Initial Complaint

  Date:04/25/2023

  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 March 19, 2023 I purchased 2 roundtrip tickets from ********* to ****** on the Spirit Airlines website for a total of $480 leaving Thursday, April 20, 2023 at 12;57 PM and returning Monday, April 24, 2023. ** addition to these flights I also purchased a hotel room at a rate of $240 per night for 4 nights.I addition I purchased 4 tickets to the New ********************* Cavs playoff game 3 on Friday, April 21 at 8:30 PM at a cost of $1,900.At 10:44 AM Thursday 4/20/23 I received an email from Spirit saying my flight was canceled with no explanation (just over 3 hours prior to departure). ** speaking to gate agents and Spirit's outsourced non-** based toll free number I received multiple excuses for the canceled flight. Spirit's only remedy was to reschedule me nearly 36 hours later leaving at 10:25 PM on Friday 4/21/23 and arriving in ******** at 6:50 AM on Saturday 4/22/23. I explained to multiple agents this was not acceptable due to the other event purchases I made that were non-refundable and the reason for my trip. They refused to book me on another airline causing me to book a flight on Jet Blue on Thursday 4/20/23 at a cost of $627.80.** addition I lost $240.50 on my missed hotel reservation for 4/20/23 as I would now not arrive until Friday morning at 9 AM 4/21/23.No one from Spirit's corporate office or direct employee will address my concerns. I have only spoken to 3rd-party outsourced call center agents that are not actual Spirit employees.Spirit has not responded to multiple emails, web form submissions or calls requesting to speak to an actual corporate employee that can address my concerns. I spent over 5 hours on the phone 4/20/23 and had multiple agents hang up on me, put me on hold for 1 hour or more or simply transfer me to another off-shore agent.My confirmation code is BLI93X with Spirit.Had I not rebooked on another airline I would have lost over $2,000 on my other travel costs.

  Business Response

  Date: 05/16/2023

  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 a Ground Delay in ***/ Air Traffic Control decisions. A Ground Delay Program (GDP) is a traffic management procedure where aircraft are delayed at their departure airport in order to manage demand and capacity at their arrival airport. Flights are assigned departure times, which in turn regulates their arrival time at the impacted airport.
  
  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. 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: 05/16/2023

   
  Complaint: 19981723
  
  I am rejecting this response because: There is no proof the cancellation was out of Spirit's hands.  There were no weather issues from the air plane's departing airport (*********** to *********) and no weather issues at the arriving airport (********* to ******). Spirit cannot provide any evidence as to the exact reason for the cancellation and rebooking on a flight 36 hours later was by no means an acceptable alternative.  The only weather issue was in the central part of *****************, but it was temporary.  Other flights with other airlines were either delayed or took an alternate course. The cancellation of the flight was premature and even if those weather events resulted in a delay, it should not have taken over 36 hours to have another flight through Spirit.  This would have cost me multiple thousands of dollars because of events I had purchased in the ******** area.

  Also, I spent hours upon hours on the phone with their 3rd-party off-shore customer service unable to speak to someone directly at Spirit corporate.  Spirit still refuses to call me, only corresponding through generic email with first names only and no true accountability from any senior members of their customer service team.

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

  Business Response

  Date: 05/17/2023

  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: 05/18/2023

   
  Complaint: 19981723
  
  I am rejecting this response because: Spirit airlines claim that a flight a full 36 hours after the scheduled flight is simply not an acceptable resolution. Their unnecessary flight cancellation and claim to have no available flights between 2 of the busiest airports in ***************** for a day and a half is not a reasonable explanation. I incurred nearly $1,000 of additional expenses to fly another airline and lose a night I had pre-paid at a hotel.  *********** still refuses to put anyone's actual first and last name and official title on any correspondence.  

  There has not been a single actual person that has reached out to me to try to resolve this matter. Instead, it's nameless and faceless emails and BBB responses from generic first names and no one actually accepting any accountability. I re-iterate, the cancelled flight was completely unnecessary as other airlines were able to safely fly the route after a reasonable delay--I was forced to book one of those alternate flights and incur the expenses I am requesting are reimbursed by Spirit.  My original flight was around 1 PM on a Thursday and Spirit claims the next flight was not until 10 PM Friday, nearly 36 hours later--that is an unacceptable timeline that would have cost me over $4,000 of missed events.

  This company is hiding behind keyboards and offshore 3rd party agents rather than accept responsibility for an unreasonable cancellation with no meaningful or useful alternatives offered. The only acceptable outcome is being reimbursed for the expenses I was forced to pay for due to their unreasonable cancellation and lack of alternatives for timely travel.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out this morning, April 25, 2023, to inquire about cancelling my flight on May 6th. They told me what my refund would be to cancel just the one flight on May 6th and I accepted. He then informed me he made a mistake and cancelled my entire reservation. He cancelled my flights for April 30th and May 6th. The representative then told me he cannot fix it and it is what is basically. After going back and forth he informed me that they issued me the agreed upon refund and reinstated my April 30th flight. I checked back in a few hours later to get my updated confirmation code for my April 30 flight and the rep said it was cancelled. I explained the situation and they have no record that my flight was ever reinstated. They suggested I buy another flight. I paid over $600 for these two flights and they are only refunding me $203 for everything and not providing me the option to reinstate the cancelled flights.

  Business Response

  Date: 05/16/2023

  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 reviewed your reservation LMNUXK and I see both flights were canceled. I also see your refund was in the amounts of $203.56, $268.00 and $192.00 back to card ending in 2684. 

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight for the same day on 04/09/2023 from ***-*** nonstop it was the last flight of the day from *** to *** I purchased 2 bags when purchasing my ticket , upon arriving at the airport before the flight departure time there was a man who was working for spirit airline at the entrance into the *** line he was being so rude to all customers entering before me when it was my turn to show him my ticket to get threw the *** line he said I needed to go to the spirit front desk in the airport and have a representative walk with me to him 2 show him I paid for my bags mind you my bags were not large bags at all I tried showing him my ticket when I paid showing him I paid an additional $104 for my bags he would not accept it , so I had to walk all the way back to the entrance of the airport and wait in-line (keep in mind this is Easter) the line was so long with tons of people complaining one person saying how this airline has no shame which they dont when I approached the counter the guy was beyond nasty to me told me he wasnt walking over to the *** guy making me cry with how awful he was talking to me he literally dismissed me & started helping other people he wouldnt help me at all even made me cry & told me the only thing that could help me was money , I never missed my flight on any error on my behalf they would not let me go threw the *** line had they let me go threw the *** line I would have boarded the plane (worse case scenario been booked for the next flight if the line was long but it wasnt) I instead had to book a flight on another airline upon coming home I called the airline & the lady told me there wasnt anything she could do on her side besides request a refund on my behalf & that I should get an email response back with in 10 days. I DIDNT I called 11 days later and they are now telling me I need to make a complaint on the website this is beyond unprofessional & not even okay at all this type of practice should be illegal . I need help!

  Business Response

  Date: 05/16/2023

  Hi **********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Im so sorry 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:
  
  **********************************************************************************
  
  
  
  Guests who miss their flight are offered the $99 same day change fee to be re-booked for the next available Spirit flight to assist instead of making guests buy a brand-new flight ticket, as flights booked on the same day of travel are typically more expensive. 
  
  I have gone ahead and issued and 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: TGS18M
  Amount: $482.89
  Expiration date: August 12, 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:04/25/2023

  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 original schedulefd for 4/17/23 from ******* ** to *********** was rescheduled for 4/18/23 to then rescheduled for 4/19/23 from ******* **. I had to pay Xtra to get a room Tues night. Hotel in *********** canceled the reservation and did not refund money stating Spirit need to refund. When I finally caught a flight on Wed the 19th, I had to pay again for another stay for 3 days at a different hotel(my trip was originally 5 days. Also Spirit damaged my luggage which no longer can be used. I'm out of $800 Xtra I've had to pay. Reservations made thru Priceline, who is stating Spirit fault. Hotel in ******* (***********, conf #********) said no refund, although there was a white female customer stated she was refunded for the same situation. I'm an African ********. Definitely a problem when I'm out $800 at no fault of mine.

  Business Response

  Date: 05/16/2023

  Hi ***********;
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I'm truly sorry that you missed your connection. Our records show that your outbound flight was delayed due to weather/Air Traffic Control which is outside of Spirits control.
  
  
  I'm happy to see you were rebooked for the following day but I see you also missed your connection due to a maintenance related issue. I understand you have had some unexpected expenses. Please attach the Hotel receipts for your stay in ************** that outline the expenses you incurred as a result of this missed connection.
  
  
  Once the proper documentation is received, it'll be forwarded to our Refunds Specialist for review. If reimbursement is approved, the review process can take up to 20 business days to complete. Should our Specialist determine, that compensation will be issued, a check will be mailed to the address that you provide.
  
  
  Please confirm your mailing address in response to this e-mail as I cannot submit your claim without this information.
  
  
  
  I do apologize but we are unable to honor your request for reimbursement of your prepaid Hotel expenses.