Complaints

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

close

Find a Location

Spirit Airlines has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  1 Harborside Dr Boston, MA 02128

• 

  Spirit Airlines

  16000 Chamberlin Pkwy Fort Myers, FL 33913-8873

• 

  Spirit Airlines

  Mankato, MN 56001

• 

  Spirit Airlines

  1731 Radiant Drive Dania, FL 33004

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:04/24/2023

  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 4/5/2023, We booked a flight (NK250) from *** to *******. Confirmation Code HM1BGK. We were set to arrive approx. 1:22p and in time for a wedding at 4p. The same booking was also done for my step daughter ***************************** and for confirmation Code QL1KUQ.We were notified the flight to ******* (flight 250) was cancelled. This cancellation is confirmed as the flight 250 for that day/time no longer exists. We immediately looked for another suitable time and the best we could do was much later in the evening and the 4PM wedding would have been missed. Obviously, this is a significant change/cancellation Spirit made to our travel plans.We decided to cancel the entire reservation as nothing was suitable when we used the Spirit app to seek a new slot. Nothing was available. We soon discovered our cancellation meant it would be in the form of a CREDIT. And, we have 90 days to use? This is unacceptable and the customer service was less than desirable when we asked for a refund. We are seeking a refund of the flight itinerary per DOT guidelines.

  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.
  
  
  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. 
  
  
  
  Upon reviewing both reservations, I see they were both canceled outside the 24 hour booking window and a full credit was issued. Guests who initiate a cancellation after 24 hours of booking to their non-refundable reservations will not receive a refund.
  
  
  
  Both credits have since been used to book a new flight. 

• Initial Complaint

  Date:04/24/2023

  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.

  Our flight from *** to *** was delayed but arrived to FLLat ~ 6:15 PM . Our flight from *** to *** (NK1526 scheduled for 7:32 PM)was delayed, boarded, delayed some more and finally cancelled at about 10 PM. Spirit staff informed ** that the delays were due to 1) lack of aircraft, 2) lack of support staff, 3) lack of pilots, and 4) lack of sufficient fuel in the plane. Just before the 3 hour deadline for delayed flights triggering refunds per law, the flight was cancelled due "weather" in ***********.The weather cancellation would not have occurredif the flight had not already been delayed for nearly three hours for operational issues.The options provided after cancellation after waiting in a line for another hour+: rebook on a flight ****************************************** an undisclosed amount of refund. We chose the latter.We then waited for our bags to be unloaded, then waited for hours for a rental car. We drove away from the airport at 3AM the following morning. We arrived back to *********** at 6:30PM that evening. By the time we returned the rental car, got our car from the lot, and drove home, it was after 9PM. Our journey home took 36+ hours. As the lone driver of my group, I slept for none of it.Since returning home, Spirit has agreed to refund only the one canceled leg of the trip. This is not sufficient. Spirit marooned ** in *************** with two small children, no hotels available, no flights for 48 hours, no assistance, no meaningful information, and took hours to return our baggage so we could figure out our own way home.We believe that Spirit owes a refund for: both return flights home, rental vehicle, rental vehicle fuel, minus the refund already promised.Total round trip flight $2515.47 - half for return trip = $1257.74 Plus rental *************** refund already processed 1257.74+169.72+ ****** - ****** = $1,062.33 Attached:- Original booking itinerary/receipt - Rental vehicle receipt - Fuel receipts - Email from Spirit

  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 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: 05/16/2023

   
  Complaint: 19978069
  
  I am rejecting this response because:

  This is the same template / form-letter response that Spirit has used several times already. It is clear that no decision-maker or possibly even human-being is even reading the complaint.

  It took Spirit three weeks to reply with a form letter. If this is their final attempt at reply, I am ready to close the BBB complaint with a negative result and move on to the next course of action.
  
  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: 19978069
  
  I am rejecting this response because: previously stated. 

  Please close this complaint as unresolve.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/24/2023

  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.

  Spirit Airlines is totally a scam company. I had an Expedia app glitch, they told me to call Spirit the same day to get a refund, I called as soon as I recognized the charge and cancelled with Spirt and was told Ill get a refund in 5-9 business days. I have checked my bank statements multiple times and I never received a refund. I called today (April 24) and was on hold for long wait times and calls dropped when I asked to speak to a manager (suspicious). Finally, the manager told me that I was just misinformed by their staff and I only qualify for credit. I think I uncovered HUGE FINANCIAL SCAM OPERATION that needs to be reported to the **** IRS, and ****************************. I even have the email confirmations of the cancellations and was told on a recorded call that I will receive a refund in 5-9 business days. Total scam company and pulling financial scams on customers hoping we dont check out bank statements. They will lie and scam you. They will promise refunds and hope you DONT check your statement, so they keep your cash and hope you never use their credit. I am going to draft letters to the *** and IRS and make them aware of this scam Spirit Airlines is now operating under. Expedia confirmed they were having glitches and that Spirit would honor the refund. Their employee I spoke to on the call confirmed this too and issued a refund and sent me a confirmation. They refund never posted and I had to call and learn they wouldn't honor what they told me and confirmed by email and would only offer credit. I will NEVER fly with this company and will make it a daily habit to post my review on their social media indefinitely to protect other consumers. They tell you they will refund you in hopes that you never check your statement and they will issue you "credit" that you never want to know about so the company profits illegally. Please ask the *** & IRS to look into this scam. I assess they are training their staff to do this with all cancellations. WNF9SK

  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.
  
  
  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 reservation was booked less than 7 days in advance, you were not eligible for a refund, however, as you were given incorrect information, I will honor your refund request. 
  
  
  
  I have gone ahead and issued a refund in the amount of $547.78 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: 05/17/2023

   
  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:04/24/2023

  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 from ********* to *********** on 12/28/23 cancelled. Due to Spirit staffing shortage, was told to book a hotel through Roomstorm (done and registered), fly to ******* the next day (done), and rent a car to drive home to ******** then seek reimbursement for these ** they could not rebook ** until 1/2/23 to ********. Staff at airport said reimbursement was guaranteed ** it was airline's fault. Since that time there has been nothing but brief acknowledgement and then multiple restarts (claims of loss of my complaints) from Spirit AIrlines. First they sent a confirmation code saying to reply to the email with any questions. It was sent from a no reply email. When I called to follow up they said the complaint had timed out and they could not access the associated information. I spend multiple days on their chat forum, the last time OVER 7 HOURS, where the bot would ask if I was still there? To which I immediately replied yes, then it restarted until their offices were closed. ********* have refused to provide a contact name, location, or direct contact information, or callback. Finally got a new case number with a reply-able email. I replied. They asked for all my original information over again. Absolutely certain this is a business model - to tire out their customers until they no longer seek reimbursement. It is unethical, and a scam. I want the reimbursement promised at the airport. The case number now is NK019380001698. The previous case number was NK4372030798 Reservation code IG7DRM.Reimbursement for$ ****** hotel (promised up to $150 but there were no hotels available at that rate). AND $189.02 **** car rental OR in lieu of car rental I understand I am entitled to a refund of the cost of 5 flights from ******* to ******** since they did not try to get ** home. The second option preferred. I have supportive documentation but I've tried for an hour and won't upload jpg. Can I email?

  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 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'm very happy to see that you were re-accommodated on a flight for the following day. 
  
  
  I understand you have had some unexpected expenses. Please attach the receipts that outline the expenses you incurred as a result of this cancellation.
  
  
  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 the 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. 

• Initial Complaint

  Date:04/24/2023

  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 cancelled due to weather. I have flight insurance and have been unable to contact the airline for info for the claim. I keep getting the run around. Waiting on chat for 4 hours. Calling the help line and being told to get o the chat. Finally person in chat tells me to file a complaint.

  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 have provide a letter regarding your flight as requested. 

• Initial Complaint

  Date:04/24/2023

  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 return flight for April 24th for my 18yr old daughter. From *** to ***.( She lives in ******) she wasn't allowed to board the plane due to her not having a return flight. She had her birth certificate to prove that she was *******. And lost the flight. I being 40 hrs away had to take time from work call the airline to no avai and find transportation for my daughter back to her mother's house.Their rules don't require a return ticked it's recommended only.

  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.
  
  
  It is the guest's responsibility to ensure they have the correct documents needed for travel to or from any international destination. Should documentation not be adequate or sufficient, guests will not be boarded. 
  
  
  
  As ******* was traveling with a ** passport, a return flight was required. If she travels to ****** with a ******* passport, no return flight is required. 
  
  
  I have gone ahead and issued a reservation credit for her 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: GJSU8A
  Amount: $140.25
  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:04/24/2023

  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 Sunday 4-23-23 I had a flight from *** to ***, with a connection in *** (NK2698, 3:42 departure). The ******* flight left two hours late, and I missed my connection. When I went to the counter for assistance, I was told there were no available flights until Tuesday. I was then told I would have to pay for that flight, as the delay was due to weather. When I pointed out this was untrue, I was told the delay was due to an unruly passenger. As a passenger on that flight, I pointed out, once again, that was untrue. The manager at the *** desk, *****, rudely told me to "go home" when I requested further assistance, and I was told to call an Uber (over 400 mile trip). When I called the 800 number (Support Number: CAS-*******-X9B4W9), I was told Spirit was showing me on the flight to ***. This was most definitely untrue. Spirit's solution was to leave me, a 19 year old female college student, stranded in ********* for two days, with an offer for 20% off a motel for one night, no accommodations for the second night, and no food accommodations offered. I would also have to pay for my own flight home, two days later.I paid $85 for my original flight, $150 for carryon luggage for that flight, and an additional $179 on a different airline in order to get home before the 2 day delay Spirit was offering. When I eventually got home, on another airline, at my own expense, I confirmed the original connecting flight was delayed, and I could have made it onto the flight. Further, there were two additional Spirit flights from *** to *** on Sunday night, and many flights all day Monday. I do not know why the only flight offered, at my own expense, was for Tuesday morning, and why Spirit was willing to leave a *********************************** ********* for two days.

  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 government security, which is outside of Spirits control. While I am unbale to reimburse your out of pocket expenses, I see you were refunded the LAS-*** portion of your flight. 
  
  
  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.
  
  
  When a guest holding a confirmed reservation on a Spirit flight which is delayed because of a schedule irregularity (including but not limited to, a missed connection, flight cancellation, omission of a scheduled stop, substitution of equipment, or schedule change), Spirit will rebook the guest on Spirit's first flight on which seats are available to the guest's original destination without additional charge. 

• Initial Complaint

  Date:04/24/2023

  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 wife ******************************* flew with spirit airlines on flight NK2008 from *************** to **********, ** (with a layover in *******) on 23/04/2023 and they not only managed to get her home 7h late, but also lost her suitcase. I just called their hotline and got told that it usually takes them 7 business days to find luggage, before that there is no reason to even attempt to contact them.Right now they are in possession of luggage worth thousands of dollars, and don't even pretend to look for it. A full reimbursement for the flight is in order, obviously, but Spirit says that they don't do that.

  Business Response

  Date: 05/15/2023

  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 your flight was delayed 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 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.
  
  
  
  I have gone ahead and reached out to our Central Baggage Team for an update and additional information regarding your baggage. 

• Initial Complaint

  Date:04/24/2023

  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.

  On June 8th, I purchased a flight from spirit airlines for 928. They never sent me a confirmation email about this purchase. Confirmation: QWSNGE Spirit airlines canceled my reservation abruptly without notification. Normally, when I purchase from them I can access my flight information directly in the portal including my receipts. On April 13, I was attempting to do so and I was unable to find my reservation, so I reached out to them. I was told the reservation had been canceled and that I needed to reach out to their complaint center. After over 20 calls and supervisor escalations, no one was truly able to tell me what happened to my reservation accurately. I was never given an e-mail confirmation of my reservation, and I was never given notice it was canceled. They were able to locate the reservation and they provided me with the reservation number but no explanation as to what happened to the flight.I had used reservation credits to pay $312 of the flight and I used Klarna to pay the remaining amount of $616. I asked for a refund since they canceled and they were attempting to issue me a CREDIT and charge cancelation fees with their airline even though they were the ones who canceled the reservation. I refuse to take a credit. In fact, federal law says that if they cancel they are obligated to give a refund back. They emailed back stating that since *** opened a dispute this matter can only be resolved between my bank and them. They also registered a return with ****** but did not sent the refund of $616.They finally sent me a cancellation confirmation DAYS after I initially called them looking for my reservation and demanding written proof of the matter. It only reflected the credits that were used and not the $616 refund I am also due back. Now they arent reflecting the original purchase and are now refusing to refund the $616 which I used Klarna to pay. I would like my refund of $616 from them in this matter.

  Business Response

  Date: 05/15/2023

  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 QWSNGE and I see it was canceled as you disputed the charges on GIF24T. 
  
  
  
  As the credit from t he disputed reservation (GIF24T) was used on the new reservation (QWSNGE) but the credit was later refunded to your AMEX. Your new reservation was then canceled for non-payment. 
  
  
  I have gone ahead and issued a refund in the amount of $616.43 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: 05/17/2023

   
  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:04/24/2023

  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 Airline did not fulfill its obligations to provide the service we paid for. Our flight tickets ******-*******_****** and ******-*************** - ****** were canceled at our connection flight in ******* with our boarding pass in our hands for my whole family of 4. We were basically denied boarding with our boarding passes in our hands without any reason. Our seats were sold to other people. We had to sleep in the Airport until next morning when we purchased other tickets with different Airline (Frontier) to fly to our destination. We lost a day in our hotel reservation for all my family of 4. Our baggages made it to the flight that we were supposed to be on but we were told to wait in baggage claim area in ******* to pick up our baggages which never happened. We had to pay money for our transportation from ************** to the hotel since our reservation was for the day prior to our arrival. Spirit airline did not provide any care or accomodation. They were angry all the time treating ** like it was our fault we did not make it on our schedule connection flight. They overbooked our flights and never considered any compensation for our losses.

  Business Response

  Date: 05/15/2023

  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 crew was delayed due to weather/Air Traffic Control, which is outside of Spirits control and was rebooked for a flight he following day. 
  
  
  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. 
  
  
  
  Our records show that you distributed disruptive behavior which ultimately resulted in your connecting flight and your return flight being refunded. Our gate agents are put in a precarious position when faced with addressing inappropriate behavior.
  
  
  If the behavior escalates and the guest does not adhere to the direction of our staff, then they have no choice but to follow protocol to ensure in the proper handling of an incident of this nature.