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:04/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight with Spirit and had to cancel one of the tickets last summer. The original booking date was Sunday May 15th, 2022. I was told I would be issued a credit.I called to use that credit on 04/09/2023 and was told it expired but that it would be extended as a one time curtesy. I called back today 04/24/2023 to have the credit issued back to my bank account and was told the extension was denied. Spirit is keeping my money for services they never provided. The Credit confirmation says it's valid for trips booked within 90 days but nothing on the credit it's self implies that I would be forfeiting all of my money.

  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.
  
  
  Please provide the confirmation number to the reservation credit as the attachment you provided cannot be read. 

• Initial Complaint

  Date:04/24/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 3/15/23 my family flight (4 people) from ********** to *************** got delayed and I missed the connection flight ****** Fort Worth ** (***). We went to Spirit customer service desk and the lady advised us everything was taking care of and to wait for the confirmation emails for the next day re-booking with ******** Airlines. When we went next day to check in in ************* on 3/16/23, to our surprise I was left out the bookings with ******** Airlines. By this time we were running late to get throughout the long lines with TSA and be on time to board and not to miss another flight. I was under the pressure of paying for $****** for my own ticket so I could fly with my family. I went back and forth with Spirit to request the refund. They were able to refund me $311 out of the ****** I paid.I disputed the refunded amount and I was told nothing could be done because that was calculated by the refund team and to contact my third party company (Expedia); obviously they couldn't do anything either about such discrepancy.Discrepancy. The case number I was given is CAS-*******-Y4K3X9 and all I ask for is for the discrepancy of $103.14 to be refunded. Thank you

  Customer Answer

  Date: 04/24/2023

  Upon checking credit card statement I paid ******** Airlines ****** plus 35 a total of $432.2 the actual disputing difference amount is for $121.2

  Thanks

  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.
  
  
  
  Im so sorry to hear that you missed your connection. Our records show that your outbound flight was delayed due to maintenance which ultimately caused you to misconnect.
  
  
  I understand you have had some unexpected expenses. Please attach the Airline receipts 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.

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19974662
  
  I am rejecting this response because: submitted receipts and waiting for next step.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/17/2023

  Hi ******, 
  
  Thank you for the information. There is a little patience required on your end, as we ask that you give us a couple of weeks to process this request. The refund process takes a bit longer than it would to reverse funds back to a credit card (up to 20 Business days) and the check will be mailed to the address that you provided.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 19974662
  
  I am rejecting this response because: I will wait until refund is process to close complaint.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/13/2023

  ******,

   

  Your refund request has been denied. The Refunds Team states that you need to submit out of pocket expenses for things you purchased not Spirit. You were rebooked by Spirit on ******** Airlines and did not pay for that. 

  If you booked a flight on another airline to kindly  send the full itinerary for flight details, including the passenger information and form of payment

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 19974662
  
  I am rejecting this response because: the booking with the other airline happened for 3 out of 4 passengers (leaving out myself *****************************). Attached is the pdf file with receipts of ticket paid to American Airlines at the counter. Also my credit card statement of the purchase (highlighted in orange).
  
  Sincerely,
  
  *****************************

• 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 April 17th, I had a flight from *************** (after the flooding was taken care of and no longer a problem) to ********* **. After numerous delays, the flight was eventually cancelled. As we were waiting in the line to try and get a new flight, the Spirit employee on the speaker said the flight was cancelled "due to weather". All of the other airlines were flying. As we were standing there in line, a spirit worked walked past ** and said "It is not due to weather, we don't have enough pilots". I was extremely upset that I was hearing two different stories from the Spirit employees. The Spirit employees were extremely rude to me and everyone around me. One women even yelled at me and told me that I was in the wrong line and that I needed to move immediately (after another worked told me to stand in that exact line for a refund). THEN, another employee told me to call the number on a Spirit card that she gave me for a refund and to get out of line, when I called the number, the number did not even work. I heard many people in the airport saying the same thing and could not get the phone number to work. It was a complete mess in the airport and Spirit's employees did NOTHING to help their customers. I finally got to the front desk after waiting in line for 2 hours and a Spirit employee said he would refund my ticket from *************** to Pittsburg and for my bag. I was traveling with another passenger who did the exact same thing as me, and she got her refund. So I called spirit to confirm I would get a refund and after being on hold for **************************************************************************************************************** that I did not have a receipt to prove I had a refund, which the printed receipt was in my hand as I was on the phone with her. She finally said she would send a request for my refund. I STILL don't know if my refund is being processed and I am extremely upset wit the way this has been "handled".

  Business Response

  Date: 05/15/2023

  ***************, 
  
  
  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 $205.89 back to your PayPal account. This includes your (airfare and baggage). 

• 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.

  April 23, 2023 We had a family emergency involving my 86-year-old mother. We timely called Spirit to change our reservation. We were on hold and off hold for an hour and then told to call back an hour after the flight departed so they could uncheck ** from the flight and modify the reservation. We did so exactly as instructed by agent *****************, only to then be told when we called back that since the flight was now departed, that they could not do it. That took almost another hour. We transferred to an alleged "supervisor" and were left on hold for another 10 minutes before being disconnected. We tried again in the morning, to be told that the first "customer service agent" ***************** was wrong in her instructions. The "supervisor customer service agent" this morning, ******* --Badge *****, stated that she could/would not help, despite the direct instructions and compliance with said instructions by Spirit Agent *****************. They would only book again at the full price tickets, and then refused to refund any part of our ticket that we spent 2 plus hours trying to change before the flight. I then called the office of Spirit Legal Counsel to find that their corporate counsel, ***********************, does not have a working phone number per the published phones numbers ************* and ************) and further found that she is not licensed in ******* per the ******* Bar website.

  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.
  
  
  Plans change we understand and that's why we offer several options on how to change your reservation. The quickest and least expensive option is to visit "My Trips" and make modifications yourself. Changes can be made up to an hour before scheduled departure. 
  
  
  
  I have gone ahead 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: QJ3PQW
  Amount: $433.76
  Expiration date: August 11, 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:04/23/2023

  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 got a ticket on feb 5th 2023, from *******, ** to *********, ********. roundtrip. And I cancelled my reservations for several reasons including:1. I do travel with a service dog, that according to the **** because I will be entering ****** from ********, I need to do it thru certain airports and ***************************** Airpot is not included.2. They have changed my itinerary more than 3 times without my consent.because of these reasons I decided to cancel my flight with spirit, but when I proceed to cancel I received an email saying that I won't get a refund, but a credit that can only be used in spirit, but that does not work for me since I won't be able to travel with spirits because of my service dog and plus, I should get my refund because the airline changed my itinerary several times without my consent. I proceed to call customer service, which took me more than 20 min, and they were so helpless and refused to get the help I needed, I asked for a supervisor and they let me on hold for a long time and nobody even answered.

  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.
  
  
  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.
  
  
  
  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.
  
  
  
  As there was no service animal on your reservation and your flight times were only changed by ***** minutes, we are unable to honor your request for a refund. 
  
  
  
  I have however, reversed the cancelation fees and issued your remaining 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: PGLM3Z
  Amount: $116.96
  Expiration date: August 11, 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:04/23/2023

  Type:Order 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.

  Paid for round trip from ********* to ********* and back. They got me to ***** then moved my return flight mores than 24 hrs so I was left stranded with no place to stay and definitely not enough vacation time to spend on waiting on them. If they moved it once what would stop them from doing it again. I tried to resolve it with them but no luck so I rebooked with another carrier at the cost of 905 dollars. I feel they should compensate me for that at least, but I cant get anything out of them. QB3ENB Is my confirmation code but they changed what I can see and what I cant. I also purchased seat assignments for a total of 390 dollars for front row big seats.

  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.
  
  
  After further review of your reservation, our records indicate that you did indeed experience a schedule change. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. We understand that this may have a significant impact on your travel schedule, and for this we deeply apologize.
   
  When there is a schedule change, we always send flight status notifications to the email that we have on file. Once received, you do have the option to accept or deny the changes. In these cases, the options available to our guests are re-accommodation on the next Spirit flight or a refund of the affected segment.
  
  
  
  As requested, a refund was processed for your return flight. This includes your (airfare and seats). Refunds are processed immediately on our end but may take a few days to post to your account. 
  
  
  
  I do apologize but we are unable to honor your request for reimbursement of your Southwest flight. 

• Initial Complaint

  Date:04/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/11/23 at 9:41 pm we booked a flight from *** to *** for two adults and three checked bags with trip insurance on the Spirit Airlines website for $7.18.98 and we printed the screen shot once booked showing all the info. We received an email from Spirit with a price of $****** on 4/12/23. We called on 4/14/23 to check on the discrepancy and we told we had to submit a request through their chat online to submit the screen shots showing the original price we paid. There was a long wait on the chat line with our first response 4 hours after we initiated the chat. After chatting and submitting our screenshots we were initially offered a refund but then told we were outside if Spirit Airlines 24 hour policy for refunds and could only receive a credit and minus a cancellation fee. Then the chat agent left and we were placed back into a cue with no further response until 2am. We called 4/15/23 in the AM and asked to speak with a manager. The manager told us there was nothing she could do and advised we send an email complaint. We submitted a complaint through Spirit Airlines email complaint a received a response 4/22/23 stating that we could only get a credit and again minus a cancellation fee do to being outside of the 24 hour cancel window. We were quoted and thought we paid ****** but were emailed and charged ******. We called and submitted evidence that we had paid less on the website and this showed flights, bags, and insurance all on the screenshots but no one at Spirit seems to care that their website was wrong and charged us more. They also despite the website error will not amend their 24 hour cancellation policy and allow us a refund. I would like them to either honor the lower price stated with confirmation on the website/screenshots or offer a full refund.

  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 CEMUHC and I have forwarded your concerns it to out IT Department for further review. 
  
  
  Can you confirm the second checked bags are needed for *****, as I see a bundle was already purchased each way?

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 19972512
  
  I am rejecting this response because:  They only askes an irrelevant question about whether or not the checked bags were needed for a flight that has already taken place.  I am looking for a refund of the extra funds paid for the flight since I have an email confirmation of one price and then charges at a higher price on my credit card and then additional unauthorized charges for an even higher price.

   

  Thank you,
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/18/2023

  In review of the images, you submitted neither shows the confirmation code and or the dates of travel. Therefore, we are unable to corroborate your claims. You would need to resubmit the phots and make sure the travel dates and or confirmation code are shown. 

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 19972512
  
  I am rejecting this response because: I have submitted the requested information attached.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/22/2023

  This is now our third time asking, Can you confirm the second checked bags are needed for *****, as I see a bundle was already purchased each way? There has not been a proper response nor does the documents match the question. Please answer the question asked. The bundles were purchased. If an answer is not received this case will be closed and considered resolved. 
  

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 19972512
  
  I am rejecting this response because:  first off this is only you second time asking if the second checked bag was needed. This flight has already occurred so wether the checked bag was needed is irrelevant at this point. You asked for documentation showing the date and confirmation number which I then provided  I just want you to honor the price that we booked at and give me my money back.  Please stop asking if a checked bag was needed on a flight that already occurred and address the fact that your website quoted one price and charged me a different price.  All of our bags ************* were in the quoted price  

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

  Business Response

  Date: 09/27/2023

  We appreciate your continued correspondence through the Better Business Bureau. 

  Our records show you were correctly charged, all charges are valid for this booking. Additionally, our QA Tea, has confirmed no outages or glitches.
  
  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: 10/02/2023

   
  Complaint: 19972512
  
  I am rejecting this response because: they did not resolve my issue and I clearly provided evidence that the website gave me a different and lower price. This business seems to be using bots to answer these BBB complaints versus real people since some of the responses did not make logical sense. I would not recommend this business for any reason and never use them!!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04/20/2023 I was charged additional fee to rebook a flight for 04/21/2023 from *** Vegus to ********** Internation Airport due to Spirit delaying our check-in process. Stating that it was too late to board the flight. Even though the 10:40 am flight was delayed.Spoke to Manager Junior with no resolution achieved.

  Business Response

  Date: 05/14/2023

  Hi L'quie, 
  
  
  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. 

• Initial Complaint

  Date:04/23/2023

  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.

  We have not received a refund of $307.50 for two roundtrip tickets that Spirit Airlines cancelled, due to weather conditions. We booked and got insurance through ***************. We were told that a request for a refund was put in to Spirit. I have only received a refund for the seats/baggage fees. I need to have the flight costs returned promptly.

  Business Response

  Date: 05/14/2023

  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 ****** to the ***** ending in ****} on {03/27/2023}.
  
  
  Again, I do apologize for any trouble this may have caused.

• Initial Complaint

  Date:04/23/2023

  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 wanted to LOVE Spirit, especially as a business owner and *************** due to work, trade shows, etc. However, the experience of flying with your airline has just been horrendous. First, started with a flight to ********* NK 128 on Monday, April 17th flying from ***. *****, after a delay, 3:30-4 hours later, then it decides to start going, which made me already miss our first 8:00 am ET meeting in ********, and late to our upcoming 9:00 am because now we end up hitting traffic to **. Then, the worst of all, Thursday, April 20th, flew from *** to ***. Delay, after delay, no communication, out of the blue, the flight is completely canceled, to the point that when I get the notice there was no other flight at all with any other airline for me to come home to ***, the same night, with work the next day. Now, there's disruption all-over the airport line in Spirit, and agents going crazy because now there are hundreds of customers that can't go home, without any issue, so due to your disruption, I had to stay an extra night in ******** (receipt attached), triple Uber travels. After all, you don't fly *** the next day, until Saturday, end of the day, which, what happens if that flight gets canceled as well? which led me to head to ****** the next day and travel through United (See the receipt of how much I had to pay due to your issue!) because of your disruption. And, on top of that, your extra day, cost me an extra day in parking in *** (receipt attached). I need my confirmation code refunded, big front extra seat purchase refunded, bag fees refunded, and hotel night, parking, and travel refunded. I felt bad for the team members trying to do the best they could, but it was a complete nightmare for everyone. ****** learned, never, ever will fly again through this Airline or anything associated with Spirit as a whole.

  Business Response

  Date: 05/14/2023

  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 delayed and 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: 19972294
  
  I am rejecting this response because:

  Hi *******, ********, *****, or whoever is writing back now, it feels like an AI these days. 
  
  Thank you for your responses. After a month, the lack of responses and timing is sad. Again, this is not taking the issue with all of you, but the company itself. I understand it's out of you guys control as you're doing the best you can from a customer support standpoint. OK, so it's clear that Spirit it's not bringing to the attention or refunding the issues with the canceled flight. Hotel, transportation, parking, etc. 
  
  I'm sorry to sound like a broken record, but the delayed and canceled flight, that particular flight was also purchased a Spirit first class, (aka the Big Front Seat) - which is the fourth time I attached in plenty of emails. That needs to be refunded. The flight got canceled and never left, so that seat has to be refunded. Why pay extra for a flight that never left? 
  
  Thanks,
  *******
  

  Business Response

  Date: 05/17/2023

  Hi *******, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  The refund amount of $409.89 included your bag fee and your big front seat. The flight refund was $208.89, your baggage refund was $45.00 and the seat refund was $156.00.