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

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  1 Harborside Dr Boston, MA 02128

• 

  Spirit Airlines

  114 N. Raliegh Avenue Atlantic City, NJ 08401

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:04/17/2023

  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.

• 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.

  April 13, 2023 Flight NK 313 Dept 6:44 pm ******* to *******************. I'm with my two sons 15 and ******************************************************************** ****** or ****** and ********************* and the other two ladies I didn't get the names. First I was asked the question why 4 seats were reserved and charged 4 exist seats, we're three of **. Two ladies { I didn't get names} saying: I'm not sure what language you speaking, do you understand her asking one other and they were laughing. Ok, I got that and I left. Boarding time: We're zone 2 standing behind zone 1 and ms ****** or Eshila yelling at my younger son "Back up Back up" go pay your baggage. My youngest son had carried on the smallest kid's suitcase (photo attached). There are other people bigger than my son's luggage just boarding. No one says anything. We waited until everyone boarded and then paid $102.96. I asked I will pay can you board **? ****************** and ****** yelled at me "We're busy" "WAIT" A total of 4 ladies were there and no one want to serve **. My kids were terrified by those ladies yelling at **. My 17 years old have medical issues and he got anxiety attacks but trying not to show. we got on the plate and the flight attendant asked about EXIST seat rules my sons didn't know what is exist seats were. They removed my sons and I moved along with my own to protect my kids. They treated me and my kids like prisoners. I asking apologies from each Spirits Airline employee. I want all exist seats refund and the luggage charge. Also, want a refund canceled 4th ticket of exist seats charged. We're clearly discriminated and bullied. People in line to boarding telling to those ladies "Please stop, this is not right" and "Leave the child alone" My kids still have fear and saying Mom we shouldn't go on vacation, we almost left in *******. Mom you say something can put you in jail. How are Asian ******** children feel this in this country? I need an answer and explain it to my children.

  Business Response

  Date: 05/10/2023

  Hi Munkhtuya, 
  
  
  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.
  
  
  Your ticket includes your seat and a personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (including wheels and handle) at the check-in counter, and at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur a small charge. Keep in mind that baggage prices are cheaper when purchased in advance. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. All baggage charges are non-refundable.
  
  
  Upon reviewing your reservation I see you placed a bid for Exit Row seats. To bid for the Exit Row seats, you must meet the following criteria in accordance with FAA regulation 14 CFR Part 121.585:
  
  
  Can hear, read, understand, and give instructions in English
  Are 15 years of age or older
  Are willing and able to assist the crew in an emergency without assistance
  Can lift 34 pounds and open the emergency exit
  Have sufficient strength and mobility in both arms, hands, and legs
  Are able to see and hear well enough to perform exit seat functions
  Wont be harmed performing any of the exit seat functions
  Are not responsible for an animal or another individuals (infants, children, etc.) onboard
  Will not need a seat belt extender
  As a one-time courtesy, I have issued a refund for the seats on your ***-*** flight in the amount of $132.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

• 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.

  Hi On 4-14-2023 ( my daughter and I had a flight booked leaving our vacation in ********* at 11:55 at night going to ****** ******** then another flight to ************ arriving on Saturday 4-15-2023 at 9:30 am. We arrive at the airport at 10pm ( sit at our gate and wait ) at the time of boarding we were told our flight was canceled (the flight times kept changing to a later time , 5 times it changed) the employee said,, go in that line , she told ** go down stairs to ticketing, no one was there we had to wait until it opened at 3am,( so now my 14 year old daughter and I have been waiting from 10pm- 3am ) we were told the only day to return was Sunday 6:15 am flight! We missed my nieces wedding shower which was on Saturday , I asked for compensation for hotel and food and received nothing they were rude , arrogant and not willing to reimburse ** . We had to get a hotel at 4am which was over $200 because it was weekend ( rates go up)$50 in resort fees, pay for extra day of breakfast lunch, dinner at 2 taxi rides at $35. We arrive to hotel and they couldnt give ** an early check in or pay $50 extra so we had to wait in a chair until 1pm Saturday to get into our room. I filed at complaint on that Tex message for spirit and had no luck, filed a complaint through an email survey yesterday and have had no response to this matter yet. We deserved to be compensated for our room food and beverage , taxis back and forth to airport etc.Please help **!Thank you *******************

  Customer Answer

  Date: 04/17/2023

  We are seeking a refund for the extra day we had to stay there due to a flight cancellation room was $240.46 resort fees $50 taxi $35 each way $70,,, food $195 etc and should be compensated for being in the airport from 10 pm - 3:30am with out  Any notice of a flight cancellation ! Plus our time and unconvince we had.

  thank you 

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

  Business Response

  Date: 05/09/2023

  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 due to weather/Air Traffic Control. We do all that we can to leave on time, but the safety of our guests and crew will always come first. Air Traffic Control (ATC) ensures the safe operation of all aircrafts flying at any given time. When there is inclement weather, ATC makes sure that there is enough safe space between aircrafts. Delays and cancellations may occur due to the limited airspace during times like these.
  
  
  When this happens, we can re-book you on the next available Spirit flight or we can issue a refund of the unused portion of your itinerary. As requested, you were rebooked to the next available flight. 
  
  
  
  When it comes to a flight cancellation or delay 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.
  
  
  We understand your travel plans were disrupted. Our station issued each of you a Future Travel Voucher (FTV) in the amount of $50.00. You should have received an e-mail containing this information.
  
  
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount goes towards the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.
  
  
  
  
  
  For information on how to redeem your voucher, click here.

• 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 April 15 for the wrong dates. First I did not receive confirmation through email or text of my flight booking reservation confirmation at all. If so I could have easily changed it that day!!! Second I go to view my flight information on there website and I see that they are the wrong dates and I am trying to change them to the correct dates from 05/24-05/28 to 05/26-05/30 and after going through the process I see that its charging a 200 dollar change fee!!! Im traveling with a baby!! And two kids age 6 and 7!!! Why am I being charged a 200 dollar change fee on a honest mistake!!!! Why did I never receive confirmation of my flight after paying my money to this company!!!!???? These are the only emails I received since booking!!! Absolutely ridiculous!!!!

  Customer Answer

  Date: 04/17/2023

  I purchased flight tickets April 15 of a total of ****** I never received confirmation of my flight through email or text. Today I spoke to two different representative through the customer service line and they both were incompetent of helping me and showed lack of care and one woman kept putting me on mute then hung up on me she said her name was ***************** asked her what was her manager name she refused to give me the name and eventually hung up on me. I then changed the flight on my own paying an additional 388 and some change totaling 680.34 

  Business Response

  Date: 05/09/2023

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Itinerary changes are subject to a per guest service charge, plus any difference in airfare for the alternate requested date(s) or flight(s), and any difference in government taxes and fees. 
  
  
  
  I have reviewed your reservation CGMRVM and I see your itinerary distribution option was set to none which is why you received no confirmation email. 
  
  
  I also see you have since been refunded the change fee in the amount if $207.00 back to your card ending in **** on May 7th, 2023. 

• 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.

  booked a flight with spirit for *** to ***. flight was delayed over 3 hours, which they are required to provide us food under ther dot commitment. they claimed it was weather there was no issues in ***** or *** with weather and othe airlines going to the same region took off. We then boarded the plane and then was told the flight was canceled. Please explain to me how that is weather. the earliest we were able to be rebooked was tuesday and needed to pay for a hotel for two nights and transportation. spirit customer service has been over a 3 hour hold, and have heard nothing from them. Refused to book ** on another airline or ANY compensation. spent the entire day in the airport trying to talk to someone to help **.

  Business Response

  Date: 05/09/2023

  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. 
  
  
  When it comes to a flight cancellation caused by severe weather, Air Traffic Control decisions or other issues outside of Spirits control, we dont offer reimbursement for the other airline or hotel accommodation for such events, since they are out of our hands. When these situations occur, the options are re-accommodation on the next available Spirit flight or if this option is unsatisfactory, a refund of the affected flight is issued.

• Initial Complaint

  Date:04/17/2023

  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.

  Our Spirit flight home from vacation on January 1, 2023 (Spirit Flight *****, Res * RYPMJB) for my family was cancelled due to their staffing issues, and Spirit could not get ** on another flight for 3 days. The agent, *******************, told us they would find us accommodations for these 3 days and that we should, within an hour and a half of the discussion, have an email with information about our accommodations; this was after more than 3 hours waiting on hold to speak with the agent. However, about an hour or so after the discussion, the airline alerted me by email that our reservation was modified and fully cancelled, and we therefore had no flight home. Immediately I reached out to Spirit by WhatsApp begging them to please put ** back on that same January 4th flight, yet they blamed ** for cancelling our own reservation and said we would now have to pay for that same flight and find our own accommodations. It took ** 5 hours to find hotel accommodations as it was after 5pm on Sunday ( New Year's Day) and we needed accommodations that were reasonably priced and handicapped accessible. There were 6 of **, my husband, my two children, my mother and my handicapped father, and we missed work meetings, doctors appointments, school, sporting events and other events that could not be replicated. Beginning on January 9, I explained the situation and sent receipts for reasonable accommodations and parking via FB messenger and Spirits online system multiple times, per their requests for various formats. Spirit reimbursed ** for the cost of the tickets and a single check for $91.57 for "hotel and parking" (which doesn't even cover parking), and they sent a travel credit which cannot be used to cover the costs incurred. They declined our requests for proper compensation, saying we should have spoken to an agent at the airport instead of calling. We are asking for a total of $2,493.12, which amounts to $138.51 per person per day. Thank you very much for looking into this.

  Business Response

  Date: 05/09/2023

  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.
  But not to worry, well do all we can to make it right.
  
  
  Our records show your flight was canceled online via the web. I understand you had some unexpected expenses. As your other receipts did not indicate what form of payment was used and was not itemized, they were denied by our refunds team. 
  
  
  
  Please attach the receipts that outline the expenses you incurred as a result of this cancellation and I will resubmit for review. 
  
  
  (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:04/17/2023

  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.

  Flight **** on 4/15/23 was delayed due to having no pilot and I missed my connecting flight through another airline. We boarded the plan probably 30 minutes after scheduled boarding time. Sat on the plane for another 30 minutes with no food or beverage waiting for pilot. Then after 30 minutes we were told we had to disembark plane due to having no pilots. Finally at like 9pm we were told to board plane again to leave. Made it to *** 2 hours later and missed connecting flight.

  Business Response

  Date: 05/09/2023

  Hi *******,
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Our records indicate that your flight was delayed due to weather/Air Traffic Control. 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.
  
  
  Delays and irregular operations, although rare, do occur. We understand this may throw off your plans, but the safety of our guests is always our top priority.
  
  
  Ive gone ahead and issued a Future Travel Vouchers (FTV) for you. The voucher amount is applicable towards the flight portion of the base fare for Spirit flights. Vouchers cannot be used towards taxes, fees, optional services, on-board purchases, or vacation packages and are non-transferable. Youll have 90 days to think of an awesome place to go and book it. You dont have to fly by the expiration date, just make a reservation before it expires. I've provided the information for your vouchers below:
  ****************************************************************************
  
  
  Name: ***************************
  Voucher Number: 49028928704300001
  
  Amount: $50.00
  Expiration Date: August 05, 2023

• 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.

  on 01/ 02/2023 I showed up to *************** and finished self check out by 3:06 (proof attached) and the checking counter employee showed up 3:30 and my flight 5:15. because of That my family and so many other people missed the flight of course. The guest service treated ** so badly and no cares for our family vacation time.we ended up traveling with southwest so we don't ruin our vaction plus we have a lot of reservations made already I tried to reach spirit to refund me my money but they reused and denied my request and offered credit only, I dont need credit! I need refund I am not going to travel any soon I have kids at school, and my husband and I ****** for companies, we cant take time off again Plus, I have to pay my bill for Spirit fault, thats not fair! I DON'T TRUST TRAVELING WITH THEM AGAIN Please Help me

  Business Response

  Date: 05/24/2023

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  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:
  
  **********************************************************************************
  
  
  
  I have gone ahead and issued a refund in the amount of $969.36 back to your card ending in **** and $59.00 back to card ending in **** . Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

  Customer Answer

  Date: 05/24/2023

   
  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.

  I booked a round trip flight to ******* ***** from *** **. This was the worst experience ever! Not only was my dlight delayed going but it was delayed coming back aswell. The flights were delayed over 4 hours each way which cause me to spend extra money in transportation and travel fees because of this companies slackness. The gate agents were making light of the situation joking about how no plan has pilots to fly it and how everyone has to wait. I did not appreciate being patronized by your employees. Furthermore the fact that this company is over booking flights and has no pilots to fly the plane is a serious issue. I not only want my money back but I need a response from the cooperate offic *** how the plan on rectifying this situation again its not my problem nor my fault this company is experiencing issue of this magnitude and are unable to handle. Sis what I was supposed to do as the customer and unfortunately I was taken advantage of and made fun of by your company. I need full conmpensation. Ps I did attempt to **** out via phone however, that was unsuccessful as well. I spent 2 hours on the phone waiting to speak with management. The associate was kind enough to answer the phone however it was not good enough for me as I still wanted 2 additional hours with spirit on the phone and still was unable to speak with someone about this horrific experience

  Business Response

  Date: 05/08/2023

  Hi *********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  
  I truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our Director of Airport services for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
  
  
  
  I have reviewed your reservation and our records show your outbound flight crew was delayed due to weather/Air Traffic Control on their previous flight and your  return flight crew was delayed as well on their previous flight. We do all that we can to prevent these delays but at times they're unavoidable. Rest assured, we're doing all that we can to improve this aspect of our service.
  
  
  I see your reservation NIRJ3T was refunded in the amount of $329.89 back to your card ending in ****. As the reservation ZLMI4N was boarded and travel was complete, we are unable to honor your request for a refund of this reservation. 
  
  
  We understand your travel plans were disrupted. Our station issued each of you a Future Travel Voucher (FTV) in the amount of $50.00. You should have received an e-mail containing this information.
  
  
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount goes towards the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.
  
  
  
  For information on how to redeem your voucher, click here.

• Initial Complaint

  Date:04/16/2023

  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 Saturday April 15th, My friend and I had a flight from ******* to ************ at 545 am. When we woke up at 3 am to leave for our flight we saw that we were notified at 12 am that our flight was canceled. When we called to rectify the situation, they said all they had was a flight out 3 days later, which is completely unacceptable. We both have families and jobs that we needed to return to. They would not offer any other assistance except to give ** a flight home on Tuesday. I had to cancel the uber we scheduled, which I got charged for because it was not an hour before the pick up time. They canceled our flight and refunded our airline price, however in order for ** to get home we had to book a new flight from ***** which was an hour away and fly to *************. From there we had to rent a car and drive back to ************. This took the entire day and way more money than our original flight home. I am attaching the receipts from the flights, ubers and car rental and gas we had to pay for. We would liked to be reimbursed and receive some compensation for our trouble. The gas was $37 I am waiting for it to show on my credit card.

  Business Response

  Date: 05/08/2023

  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.