Business Profile

Airlines

Spirit Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

4,205 total complaints in the last 3 years.
901 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/18/2023
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 out of ********* for 8:40am on February 6th. Spirit cancelled the flight and rebooked me to a 5:30am flight. The flight changed again to 5:15am. I dont know that I can make that work as 5:30am was pushing it. I contacted Spirit on 4/18 to ask for a refund as Ive already been rescheduled twice. The company states that if the change is less than 1 hour they will not issue a refund, however, the change has happened twice now. It is about a month away from my flight, surely they can issue a refund to me, but simply refuse. I find these business practices to be crude and not customer friendly.
Business Response
Date: 05/11/2023
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.

Our records show your refund was issued in the amount of $2,308.46 on March 14th, 2023
Initial Complaint
Date:04/18/2023
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.
CONFIRMATION #****** (*** to ********* 3/2/23) & (********* to *** 3/5/23) We are requesting a Refund&flight credit&Rental car, since We flew to ********* on 3/2/23 for a Wedding ******************* on (3/3/23) on Flt #****, & it was supposed to take off at 4 pm, but was Delayed twice so we ended up leaving at 6 pm & ended up missing the Wedding Rehearsal to the delays. We were supposed to fly back on Sunday, 3/5/23, 7:40 am, Flt #**** from ********* to *** but was delayed due to the extra long line for the Self Check bags which took over an hour+& then it forced ** to miss the flight due to just missing 45 minute window. So I ended up missing the flight at 7:39 am since they closed the gate due to gate changes. The gate counter people told me that the soonest they could fly ** out would be for Monday 3/6/23& that would be too late since i had to work **** Husband had to completely miss his later flight to ******* on Sunday 3/5/23 & had to cancel his vacation this week due the domino effect of missing Flt #**** from ********* to ***. While I was coming back from the ***** **** Husband was still in the same line to talk to a ticket counter for over 45 minutes & was still nowhere near getting to the ************ were over waiting in any more lines just to talk to someone who would still not help or resolve this issueSo we had to end up having to getting a rental car for $277 since we were so inconvenienced by Missing Flight #**** from ********* to ***. Spirit did not help ** out at all on 3/5/23 & truly inconvenienced ******* have never felt so abandoned with our travels with no other airlines before Spirit. We are requesting a **************************** Rental since we also prepaid the Check in Baggage fees of $67 that we never made it on the flight, along with the 2 seats on the flight $90, and also the Rental car. I sent a letter on 3/6/23 & still have not heard anything from them & doubt I ever will.
Business Response
Date: 05/11/2023
Hi ******,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

Please accept our apologies regarding your flight delay. Our records show that your flight ***-*** was delayed due to a maintenance-related issue. We do all that we can to prevent delays, but at times they're unavoidable as the safety of our guests and crew comes first.

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:

**********************************************************************************

While I am unable to honor your request for reimbursement of your rental car expenses, I have issued a reservation credit for your missed flight.

This Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated. At this time, our Spirit App does not support Reservation Credit bookings.

You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.

The information to your credit is below.

Reservation Code: ******
Amount: $96.78
Expiration date: August 07, 2023

You dont need to travel by the expiration date, you just need to book your travel by then. Dont forget to read the terms and conditions provided in the link:

******************************************************************************************************************************
Customer Answer
Date: 05/11/2023

Complaint: 19952857

I am rejecting this response because: Spirit Airlines, is still withholding our money on the Flight and $65 Baggage fee Amount that was prepaid but never able to board, so it should also be refunded due to Spirit Airlines BS travel scam....the very Long Spirit Airlines Self Baggage check lines that blocked ** from making the flight & it's a joke and you should never check-in a bag if you actually want to get near the gate. So you will always miss your flight if you have any check-in baggage due to Spirits BS (Luggage Restrictions & sizes...so you are always set up for failure with Spirit Airlines Random always changing business practices to always take your money with no recourse) and We were there 2 hours prior to flight, but the long self Spirit Airlines baggage check line was over hour +++(16) minutes which made ** miss the 45 minute bag check in availability so they never actually took our luggage. I do not want Spirit Airlines Credit voucher as I've read that they are worthless & never the amount of money that should be on it is ever there for use so you have to spend more money on dealing with Spirit Airlines...& then you have to go thru more of the Spirit Airlines **************** H*** nightmare which is a joke and a waste of my time. As such it's taken over 2 months to even get a response from Spirit Airlines...so frustrating & unprofessional. I can't afford to travel with Spirit Airlines in the future because they will take your money, and leave you high & dry and no way to get home when other Professional Airlines actually will stand behind their word & client & get you home or put you up in a hotel...but not Spirit Airlines (no reliability or accountability). I am still requesting that we are reimbursed the amounts back to our credit card for the Flight Amount and the $65 Baggage Fee Amount, and I don't ever see me using Spirit Airlines after the **** that I suffered with traveling to ********* and Not being able to fly home due to Spirit Airlines very terrible customer service (non-existent) & we ended up driving home in a rental car that Spirit Airlines still will not make good on...So I will not be flying with Spirit Airlines ever due my no-confidence in traveling due to all the Spirit Airline travel scams to get your money and then charge you some more for NOTHING & grief & no accountability.

Sincerely,

*************************
Business Response
Date: 05/15/2023
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: 05/16/2023

Complaint: 19952857

I am rejecting this response because: The Spirit Airlines business operation is a scam just to take your money for their unrealistic & constantly changing operations and Spirit should reimburse ** for the Unused flight and the baggage fees charged but never used since we never went on the return flight due to Spirit Airlines backwards baggage check in process and Horrendous long lines to make you miss your flight and there is no recourse for the customer ever...so frustrating they can operate like this....NEVER AGAIN.

Sincerely,

*************************
Initial Complaint
Date:04/18/2023
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.
2/4/2023 - Payed approximately 400$ for a flight. Connection flight was canceled. Promised reimbursement for hotel, but was never compensated. Received a voucher for an additional flight, tried to use, but was not honored. **************** was completely unresponsive hold for many hours than disconnected. refuse to communicate in any other way. I believe this to be fraudulent behavior.
Business Response
Date: 05/11/2023
Hi *******,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

We sincerely apologize for the extended wait time you encountered while contacting our ******************** Please know that we are working diligently to perfect this process and improve our service for you.

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.

Im very happy to see that you were re-booked for the next available Spirit flight. I understand that you still may have incurred a few additional out of pocket expenses. Id be happy to review any receipts that you have that show this!

Please attach the Hotel receipt 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.

The value of a Future Travel Voucher is applicable towards the flight only portion of the Base Fare and not of the flight price. In order to view the amount that your voucher should cover, when you're booking your flight on spirit.com, once you click the drop-down arrow next to Flight Price, your voucher will go towards a portion of the Flight breakdown. Vouchers will not cover any additional government surcharges, passenger usage charges, or compliance fees. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. You dont have to fly by the expiration date, just make a reservation before it expires.

With that said, the flight that you are trying to book could have a flight portion that is so low that there is almost nothing the voucher could cover. You can say that the reservation you are booking mostly consists of taxes and charges, that of which the vouchers can't cover.
Initial Complaint
Date:04/18/2023
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 a ticket for a wedding. I cancelled the next morning over the phone within the 24 hour range because I was told there was a death in the family and the bride wanted to not have the wedding this year. The wedding party are just people that I know. The airlines says that I didnt cancel till later on but I asked to cancel over the phone and it was not done. All I want is my money back. The airline is asking me to provide a death certificate but it isnt my family. Please help me.
Business Response
Date: 05/11/2023
Hi Marquel,

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.

Our records show you canceled your flight online after 24 hours of boking and was issued a reservation credit.
Initial Complaint
Date:04/17/2023
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 am very disappointed by the lack of service and ethical decency of Spirit airlines. I knew they charge for everything additional like luggage, seat assignment, etc. but did not realize that once you pay luggage fees those are non-refundable too. I decided to add a bag to my previously made reservation (KDZMTY) while I was booking my daughter on the same flight. I had to book it over the phone since they do not allow to book a single ticket for a minor online (had to argue to get the phone reservation fee waived too). Then a few days later, I realized that instead of carry on bags, the agent on the phone had booked ** checked bags. Since we didnt need two checked bags, I tried to remove the one from my reservation (it was more expensive than the one for my daughter, they added $25 for adding it over the phone but failed to mention the fee to me). I was not able to so I called and asked to cancel one of the checked in bags for both the departing and the returning flight. I was informed that they could not refund the $127 I paid but could only give me credit towards a future reservation booked within 3 months. I informed the agent that it was not acceptable to me since I hd no plans to travel in the near future and I should not pay for a service they will not be providing to me. I get that flights are non-refundable but luggage??? I asked to speak with a supervisor, waited 40 minutes after being transferred to them and they hung up on me while I was explaining my situation. Utterly disappointed and will never fly with this airline again!
Business Response
Date: 05/11/2023
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.

Bag prices are dynamic based on, time of booking, city pairing, dates of travel, time of purchase and demand for baggage. Demand for baggage varies by region, day of week, destination, and season.

As both bags were checked-in, I am unable to honor your request for a refund of your baggage fee.
Initial Complaint
Date:04/17/2023
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 4/13/2023, Spirit Airlines cancelled my flight the day off, minutes before with no previous notice and no real reason, Flight NK1138 out of *************** with destination to ******* ******* Excuse of weather didn't applied and their agent acknowledged this. Weather issues were being experienced in Fourt ********** not *******. I was left stranded with no options. I was forced to purchase a much more expensive ticket with other airline, Sun Country Airlines. I was inconvenienced to flight to *********** and then to *******.Spirit took my luggage with the promise of delivering next day. Needless, to say they lost my luggage, file ID *************, and along the way have received the worst customer service ever. No empathy, no remorse, lack of care. No offer to make it better to maintain a customer. I am demanding the following,* A refund of my ticket, $131.62 (in cash) * A credit in the amount of $431.22 (for the of ticket I was forced to buy) from Sun Country airlines, confirmation DY87FN, * A reimbursement for my lost luggage which exceeds belonging exceed refund allowance by law $3,800. This was supposed to be an 18 year wedding anniversary that Spirit ruined. Instead of having fun, relaxing and enjoying my time; I spent my time paying Uber to go between my hotel and airport following up on their employees because the phone number I was given is never picked up. emails not answered on a timely manner; all trying to find my luggage. Forced to go shopping for clothes and personal items to survive since they only left me with the clothes I was wearing. Finding ways to get my needed medications and next day air them for my safety/health.
Business Response
Date: 05/10/2023
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. Our records show you were offered to rebook your flight in BUR but you decided to board the flight to ***. As requested, a refund was processed for the ***-*** portion of your 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.

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.

Kindly note that all claims are processed in the order they are received. We appreciate your patience while they search for your item and process your claim in a timely manner. Please stay in direct contact with your claims specialist for the resolution.
Customer Answer
Date: 05/12/2023

Complaint: 19948044

I am rejecting this response because:

You are simply wiggling your way out. Excuses! I am tired of your team making excuses. Take ownership of your actions and if you can't please escalate this to someone that can.
Claim for lost luggage has been filed and it has been submitted and I demand that you take responsibility of your workers actions. You lost my luggage now pay for it!
I should also add the time that it takes to deal with your portal that keeps crashing, your phone operators that don't answer an when they answer they simply hung up.
How can you do business like this. Oh, I forgot, that's why Spirit is going out of business. Shame on me for not knowing this before!
First of all. refund my expenses, $2,085.93, attached. Already submitted to your portal under claim # MCONK72061842. Also, refund my baggage fee, since you lost my baggage; unless, you want to keep a fee for services you didn't provided.
2nd, you didn't cancelled your flight because of weather. Check your facts. Even your employees at the terminal were embarrassed to talk to ** travelers!
3rd, your offer to put me on another fly was not acceptable since it was not going to happened after days later and all my reservations would have been lost and your team refused to be responsible for it.
4th, I was forced by your incompetence and poor customer service to buy a more expensive ticket to land in the same airport that you claim was closed by traffic control.

Do ** both a favor, refund my out-pocket expenses, $2,085.93, + my baggage charge fee, and go we can go our separate ways.
If you can't refund my money, I need the email our your Executive line, including your CEO and Legal department.

Sincerely,

*****************************
Business Response
Date: 05/15/2023
Hi *******,

We appreciate your continued correspondence through the Better Business Bureau.

Please know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed with the *********************** (CBS) team at www.spirit.com/bagclaim and must include a completed online claim form inclusive of all the required documents. I am glad to see that you have initiated your claim with the correct department; the *********************** team. Kindly note that all claims are processed in the order they are received. We appreciate your patience while they search for your item and process your claim in a timely manner.

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: 05/16/2023

Complaint: 19948044

I am rejecting this response because:
Is this a joke to you? You are providing no resolution to my issue. You are not making the situation any better. I need to speak with someone in power able to resolve my issue.
Please provide me your CEO's email address, along with your legal Department's email address and contact information.

Sincerely,

*****************************
Initial Complaint
Date:04/17/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a flight traveling from ****** back to ************ for June 13, 2023. I am traveling for business. I intentionally booked a flight for afternoon so that my trip wouldnt be less than 24 hours in ****** and I would have time to conclude my business before leaving. Spirit airlines changed my flight from a 12pm to a 6am flight. Arrangements had already been made and it would be almost impossible to get to the airport at that time. I went to spirit airlines and cancelled the changed flight, which I was told would get my money refunded. I received a confirmation email stating my flight had been cancelled and I was issued a credit for the value of the flight. I explicitly did not want a credit as this flight was booked through work and I would need to make alternate arrangements, using the same money. After spending countless hours trying to contact a human being at spirit, I have yet to be able to speak with anyone. Nobody answers my emails and their chat has wait times of over eight hours every time I enter it. All I wanted was a refund of my money and this has turned into a months long process.
Business Response
Date: 05/10/2023
Hi ******,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

After further review of your reservation, our records indicate that you did indeed experience a schedule change. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. We understand that this may have a significant impact on your travel schedule, and for this we deeply apologize.

When there is a schedule change, we always send flight status notifications to the email that we have on file. Once received, you do have the option to accept or deny the changes. In these cases, the options available to our guests are re-accommodation on the next Spirit flight or a refund of the affected segment.

I see your refund was processed in the amount of $181.89 back to your card ending in 1078.
Initial Complaint
Date:04/17/2023
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 airline tickets and savers club. When purchasing the savers club it stated baggage would be 50% off and when purchasing the airline tickets I thought I could purchase protection so if I needed to cancel my flights for any reason I could get a refund. After purchasing I noticed I wasnt getting any money off my baggage fees and there was no protection. I immediately tried to reach Spirit by Chat it stated wait times were longer than usual but someone would be with me. No none ever contacted me. I again reached out the next day and received the same message even tried calling and couldnt get anyway. I tried for several days to get assistance then went back and canceled my flight myself. I didnt realize by canceling that I would only get a flight credit and additional a credit that last only 90 days. I then sent an email regarding this asking for a full refund because of the advertisement and what I was expecting to get when U made my purchase. I received an email asking for my flight information and confirmation so that I could obtain a refund. After this I waited and nothing. I again contacted Spirit asking for a supervisor and was told the only person who can revert to a refund would be Guest Relations because I canceled the tickets already then I was told by someone else I didnt cancel in enough time. This has become a headache. I am out of $380 and do not want to utilize flight credits. I do not want to do business with Spirit at all after this situation and false advertisement. All I want is my account to be credit for at least the airline ticket price of $335
Business Response
Date: 05/10/2023
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.

Our records show there was a $48.00 ******************** on your reservation but no bags were purchased. As you flight was not canceled within 24 hours of booking we are unable to honor your request for a refund.
Customer Answer
Date: 05/10/2023

Complaint: 19947709

I am rejecting this response because: I started reaching out the same day I purchased the ticket to get help I never got a response until days later that is when I canceled because I didnt know what else to do

Sincerely,

*****************************
Business Response
Date: 05/11/2023
Hi ******,

Thank you for your reply. Please attach a copy of the message showing you tried to reach out the same day.
Business Response
Date: 05/11/2023
Hi ******,

Thank you for your reply. Please attach a copy of the message showing you tried to reach out the same day.
Business Response
Date: 05/11/2023
Hi ******,

Thank you for your reply. Please attach a copy of the message showing you tried to reach out the same day.
Business Response
Date: 05/11/2023
Hi ******,

Thank you for your reply. Please attach a copy of the message showing you tried to reach out the same day.
Customer Answer
Date: 06/28/2023
I have about 10 photos of text messages showing i tried to get assistance get assistance to cancel these flights and ask about baggage and kept getting automated replies that a representative would get back to me because they were too busy
Business Response
Date: 09/14/2023
Hi ******,

We have received your continued correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

Please attach a copy of the message showing you tried to reach out the same day.
Customer Answer
Date: 09/20/2023

Complaint: 19947709

I am rejecting this response because: I have submitted the texts showing over and over again. I do not have them any longer this has been going on since May and I submitted them 4 times prior.

Sincerely,

*****************************
Initial Complaint
Date:04/17/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To whomever it may concerns, I had purchased a round-trip flight ticket for my family from ********* to ********* via priceline.com on December 6th, 2022. Unfortunately, due to the severe weather conditions on December 22nd, the Frontier Airlines flight from ********* to ********* was cancelled. Consequently, the refund for the portion of the ticket was issued immediately by Frontier Airlines. However, due to the flight cancellation, we were not able to take the return flight, and I have called Spirit Airlines to request a refund for the return flight. As I was unable to take the service and am not able to take the return flight due to the weather and the cancellation of the departure flight, I am respectfully requesting Spirit Airlines to refund $506.36 back to my ************* Priceline.com credit card. Thank you for your time and consideration! If you have any questions or concerns, or any additional support documents that I need to follow up and provide, please feel free to reach out to my email address **************************** or cell phone number **********.
Business Response
Date: 05/10/2023
Hi Xiangpeng,

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 is unable to travel for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time.

Upon reviewing your reservation, I see you have disputed the charges. I have reached out to our Accounting Team for a status on your dispute.
Customer Answer
Date: 05/12/2023

Complaint: 19947133

I am rejecting this response because: Simply the response from Spirit is still not clear to me. I have contacted Spirit Airlines right away the moment that I was notified and the departure flight was cancelled on 12/22. This was more than a week before I knew I weren't available to take this Spirit return flight on 12/31. I am fine with the $506.36 reservation credit that I can redeem in the future flight. Just want to make sure if this is the actual resolution from Spirit so that we can close this case. My Spirit Airlines account number is **********.
Speaking of the comments in the response regarding the dispute case I placed on Bayclays Priceline Credit card, this was an option because I didn't get a whole from Spirit Airlines directly back at that time. The banker suggested to open the dispute case. I am willing to close this bank dispute case if Spirit Airliens agreed upon issuing me the reservation credit.
Thanks!
Sincerely,

*****************************
Business Response
Date: 05/25/2023
Hi *********,

We appreciate your continued correspondence through the Better Business Bureau.

I have gone ahead and issued your reservation credit. This Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated. At this time, our Spirit App does not support Reservation Credit bookings.

You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.

The information to your credit is below.

Reservation Code: ODCISI
Amount: $506.36
Expiration date: August 21, 2023

You dont need to travel by the expiration date, you just need to book your travel by then. Dont forget to read the terms and conditions provided in the link:

******************************************************************************************************************************
Customer Answer
Date: 05/27/2023

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:04/17/2023
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 Wednesday April 12th 2023 Spirit airlines canceled my flight from *************** to ************ due to the airport flooding. We were told we couldn't leave the plane for an hour after our flight was canceled, our plane landed in *****. We were then instructed to wait in line to be rebooked to the next flight. When getting in line the spirit workers were screaming at ** telling ** they can't rebook ** and text the spirit number for a refund. My boyfriend and I then had to book a hotel room for the night, boom a rental car 4 hours to the ******** airport. We spent over $950 on flights, the hotel and car rental. According to the spirit airlines website it states we are entitled to a FULL refund. They only offered $245 for two people not included the bags we paid for. I obviously did not want to accept that but they said the issue was handled and they are not willing to refund me. I am outraged. My boyfriend and I did not return home more than 24 hours later. We also missed a day of work due to this. We are beyond devastated by the treatment and lack of communication from spirit during the process. We simply want a full refund for our flight and checked bags that we paid for. Please help!
Business Response
Date: 05/10/2023
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 diverted 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 the ***-*** portion of your 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.

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