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:04/16/2023

  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 ordered my tickets to go to ***** on March 25th, 2023. We were about to leave but the person I am traveling with was not feeling well and decided not to go due to concerns for everyone around her and herself. It wasn't much just a fever; with medicine, it broke a few days later. I asked Spirit about a possible refund and they insisted on a medical note, then I can get a refund. I informed them that I do not have a medical note because not everything requires people to go to the doctor. They stated that they could do a credit and I informed them I do not travel often so that credit will not be of use to me. I asked them that I will take the credit of $189.98 as a refund and not the $473.78 which I paid. It has been a week and they have not answered me. I do not want the full refund nor the credit towards their flight but rather take that credit as a refund instead.

  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.
  
  
  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. 

• Initial Complaint

  Date:04/16/2023

  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 bought the ticket from *** to ***, 4/14/2023, flight NK3110, confirmation code KG5QNP and the return ticket from *** to ***, 4/16/2023, flight NK1366, confirmation code IEPDYF, both from Spirit. On 4/14, I waited at *********** for 5 hours but finally the flight was cancelled because they could not find enough crew. They scheduled another flight on 4/15 but I did not need it anymore because cancelling the flight on 4/14 already disturbed my travel plan. So I applied for refund through their website for the 4/14 flight at 4/14 night. Because I don't need a return flight either due to the 4/14 flight cancellation, I called their customer service to cancel the 4/16 flight and give me the corresponding refund. But the customer service rejected my request. I contact BBB, expecting BBB to ask Spirit to give me my 4/16 flight refund. My reasons are as follows:1. 4/14 flight was cancelled and Spirit should be fully responsible for it. The cancelling was not due to the objective reason such as weather, but their subjective reason. They had problems of finding enough crew. So it's their problem that makes the 4/16 return flight useless to me. Thus, they should give me the 4/16 flight refund.2. 4/16 flight ticket is $270 and this is a large amount to me because I am a student.

  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.
  
  
  I have gone ahead and issued a refund in the amount of $269.89 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:04/16/2023

  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.

  In October of 2022, I purchased two airline tickets for $985 from Spirit through ****** travel. I got a message that my bank denied the charge on my card so I called spirit and purchased the tickets over the phone. I realized that they gave me different seats than I had originally so I called and asked to switch. They told me they needed to rebook the flight so they cancelled the flight and put my money in credits which I didn't ask for. Then they booked the original flight and seats using that credit. I ended up needing to cancel the flight so I called back within a few hours and cancelled asking for a refund. They informed me that they will not refund me because my flight was booked with credits. I called 3 different times to explain that the credits were a result of the agent switching flights, within 24 hours of purchase. It has been over 5 months and still no refund, so they basically stole 985 dollars from me.

  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 *********************** Team for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
  
  
  I have reviewed your reservation and as your flight was canceled within 24 hours of booking and more than 7 days in advanced, I have gone ahead and issued a refund in the amount of $978.36 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 
  

• Initial Complaint

  Date:04/16/2023

  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.

  My spirit flight was delayed which made me miss my connection flight. Now I am being told I cannot get another flight for another ***************************************************************************** the dog and I am being told by spirit they won't do anything because it was a weather problem. Weather isn't my issue. People pay all this money that spirit can definitely help its passengers who clearly need it but they choose to leave their paying customers stranded.

  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'm truly sorry that you missed your connection. Our records show that your outbound flight was delayed due to weather/Air Traffic Control, which is outside of Spirits control.
  
  
  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 it comes to a flight delay or 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:04/15/2023

  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 took a flight with spirit from ******* on April 15. The flight had a whole hour delay which made me miss my connecting flight to ******. We landed at 3:50pm and the gates (c8 and c9) were closed to each other. We were sitting in the front and by the time we got to the front we asked the representative if we could board since we are here they told ** no. The did not provide ** any accommodations at all so far. I am 2 months pregnant and i al disgusted by the way spirit is doing business. I do not recommend them and i will never fly with them. I understand weather can be a factor to delays however customer service is important. ******************** agent do not show concerns, empathy. They are rude and select who is entitled to a hotel voucher.

  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'm truly sorry that you missed your connection. Our records show that your outbound flight was delayed due to weather/Air Traffic Control, which is outside of Spirits control.
  
  
  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.

• Initial Complaint

  Date:04/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on March 09, 2023 I booked a round trip to ******* on spirit airlines. I had a credit voucher from them for a previous trip that was cancelled due to covid 19. when i finished booking the credit was not reflected. I was told that I had to rebook in order to get the credit. So I cancelled the booking and rebooked with a new price that included my credit. The customer service with ******************** was so frustrating and bad that i decided to cancel the new booking and fly on a different airline. My second booking was cancelled and I was told by an agent named **** that I would receive a full refund on both my cancelled bookings within 14 business days. I did not get any refund. Spirit will not let my credit card company cancel the payments. I I reiterate, that the bookings were immediately cancelled. Spirit claims that their cancellation policy does not allow a full refund if the cancelled flight is less than a week away. My flight was two days away but I cancelled the first booking immediately and was told that was the way to get my travel voucher. I immediately cancelled my second booking, and got a cancellation notice. Spirit is trying to keep money without any service being rendered. They should not be allowed to keep money from booking errors that are immediately cancelled. And in the case of the first booking, was told to cancel and rebook without informing me they would not refund my ticket charge. They should refund all my credit card charges. I do not want any future flight vouchers! I will never fly Spirit again.Thanks

  Business Response

  Date: 05/04/2023

  Hi *******, 
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
   
  To better assist you, please provide your name (as it appears on your reservation), confirmation code, and e-mail address used when booking your reservation.
  
  Once received, Ill do all that I can to help!

• Initial Complaint

  Date:04/14/2023

  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 was scheduled for a flight from ****** to ************************************* and back, with connecting flight in *************** ******* both ways on 4/13/23. My flight was cancelled and the company offered no help or support and left me stranded. They told me to wait 6 days until another flight. I told them I can fly anywhere and they did not help. They disconnected my texts and calls and told me it was an 8 hour wait to be able to speak with an agent. At the airport an agent booked me for a flight with layover in ******* but never booked the 2nd part of my flight to get me home. I now have to rent a car and drive 18 hours from ******* to ********** and have not been compensated for anything from the hotel, extra flight costs, car rental or extras like food, gas etc. They have offered no alternative and left me stranded and now are refusing to help or cover any costs. I am asking for a full refund of my flights all together for the hassle of having to drive 18 hours and all the extra costs and time I wasted trusting this terrible airline.

  Business Response

  Date: 05/04/2023

  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 the *** airport closure. 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 *** and a refund was issued for the remainder 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:04/14/2023

  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.

  It's very clear Spirit Airline engaged in SPAM marketing that would not allow UNSUBSCRIPTION. I have sent email to them warning specifically that their site purposely error out every time I UN-Subscribe All, but it works if I click on any subscription. Yet, from their customer service reply, it was obvious they are pretending they did not know about the Un-Subscription error, but just kept repeating that their un-subscription link works. I would also file a complain to **** Attorney General. Below is their reply. The UnSubscribe link also error out when I tried unsubscribe all. =========================Thanks for contacting Spirits Guest Relations Team.We're truly saddened to know that you'd like to unsubscribe your email address from receiving our promotional emails, but we are happy to help.To unsubscribe from our mailing list, click the link marked "Unsubscribe" at the bottom of the promotional email received. You will be taken to a different screen which will confirm your subscribed email address. You will have the option to "update your email" or "unsubscribe". I've included the direct link for your convenience:***********************************************************

  Business Response

  Date: 05/04/2023

  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 you had difficulty unsubscribing your email address *******************.  I have gone ahead and unsubscribed you from our emailing list. 

  Customer Answer

  Date: 05/04/2023

   
  Better Business Bureau:

  Spirit Airlines need to fix their system issue of Not UnSubscribing customers, and keeping them subscribed forever. 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/14/2023

  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.

  Myself and a traveling companion had our flight cancelled on March 14th from ********* to ******** around 9pm. We believe the flight wasn't cancelled because of weather related issues.. The flight was cancelled because of computer issues with seating assignments Spirit had encountered all day with the ********* to ******** and back.. No other flights were cancelled with any airline going in or out of *****. The same non stop flight we had to take was out of ***** almost the exact same time which was smooth with no weather issues. Spirit just used weather as an excuse to not have to pay out damages and vouchers for our inconvenience. We asked for specific details with Spirit customer complaint division with where and what was the weather related issue that caused the cancellation. Spirit wouldn't answer our direct questions about that or the behavior by the ticket agent. **** the agent told ** we couldn't rebook for two more days.. Her was lying,We looked ** at the website after we had to purchase new expensive tickets at SW Air to get home. flights were available the next morning, aa few hours later.. I believe the agent was lying because its better for Spirit to refund a $29 one way ticket than put ** on the next flight or the next day when they can get a higher price for the fare. Just blatant lying all the way around.We tried going thru the Spirit complaint division, but no one there really wanted to address any of our issues.

  Business Response

  Date: 05/04/2023

  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 an Air Traffic Control Ground Delay Program. A Ground Delay Program (GDP) is a traffic management procedure where aircraft are delayed at their departure airport in order to manage demand and capacity at their arrival airport. Flights are assigned departure times, which in turn regulates their arrival time at the impacted airport.
  
  We do all that we can to leave on time, but the safety of our guests and crew will always come first. Air Traffic Control (ATC) ensures the safe operation of all aircrafts flying at any given time. 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 a guest holding a confirmed reservation on a Spirit flight which is delayed because of a schedule irregularity (including but not limited to, a missed connection, flight cancellation, omission of a scheduled stop, substitution of equipment, or schedule change), Spirit will rebook the guest on Spirit's first flight on which seats are available to the guest's original destination without additional charge. Our staff will rebook guests on alternate Spirit flights, either direct to the destination or via connections through other airports to best accommodate the guests needs at no additional charge.

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19937512
  
  I am rejecting this response because:

  Spirit Airlines hasn't addressed my two main complaints. 
  
  
  Where is the proof flight **** was cancelled on March 14th because of the weather ? 
  
  
  Why did the booking agent  ( **** ) clearly lie to ** that we couldn't get another flight out for two days ? forcing ** to ask for the refund because we couldn't stay in ***** for two extra days.
  
  
  Spirit Airlines flight **** was cancelled on March 14th because Spirit claimed that night that they had weather related issues. .That was the reason Spirit gave ** passengers for that flight. 
  
  
  Now after submitting my complaint, Spirit is distancing themselves that flight **** was cancelled because of the weather. Why ? Because Spirit doesn't have the proof that the flight was cancelled because of the weather. The cancellation was due to Spirit having computer related issues that started with the first flight out of ******** that we witnessed on March 14th. I asked for proof of where the weather issue originated from or any details of the weather related issue, but they couldn't do it . Because there was no weather related issues and no cancellations anywhere else in the western part of *****************,. Which was confirmed by other airlines. I even took pics of departures and arrival flights and no other flights were cancelled on either board. The proof should be available if indeed that was the issue ,but Spirit has been caught in a lie.  
  
  
  The booking agent { **** ) told ** the same thing, we can't do anything for you since this is a weather related cancellation...Spirit didn't address my rebooking part of the complaint either.. The only reason we requested the refund was because **** told ** we couldn't get another flight out from ***** to ******** for two more days. He lied to **. We couldn't stay in ********* for two extra days so we went to SW  Air and bought two expensive one way $324 tickets back to ******** at the exact same time as the original scheduled Spirit flight and we weren't witnessed to any weather related issue. After buying the new tickets , we just happened to check out the Spirit website and saw that seats were available the next morning and seats were available the rest of the flights the next day. Pics confirm this that I sent to Spirit and the BBB.   Why did ************ to ** ?  Probably because he saw we had two cheap $29  flights we had booked several weeks earlier. Better to refund passengers $29 flights and sell those seats for next day for alot higher price could be one reason..  The pics I sent confirmed this..
  
  
  It would seem Spirit has a go to policy to lie and use the weather has a reason to cancel a flight if they need to when they have computer malfunctions liker they had on March 14th or any other self inflicted incompetence that they might occur. Using the weather as the reason to cancel a flight eliminates any liability to have to compensate its passengers. 
  
  
   I would like two vouchers as compensation for Spirit's negligence in this matter. 
  
  

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

  Business Response

  Date: 05/18/2023

  Hi ******, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  A Ground Delay Program was issued for LAS due to low ceilings and strong winds. 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.
  
  
  
  Please be advised, airport agents are unable to oversell flights, if there are no flight available in their system, they can only rebook guests to the next available flight with open seats. 
  
  
  
  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: 05/23/2023

   
  Complaint: 19937512
  
  I am rejecting this response because: Spirit's response isn't true... The flight wasn't cancelled because of strong winds or any other weather related event. SW Air confirmed this that night. We took the same exact flight out that night and their was no weather related issues..

  I asked for proof with last communication for the weather cancellation. If the flight was cancelled because of weather, I would think Spirit could provide that information with their correspondence of that event with the **** There would have to be some kind of report made why a flight would get cancelled because of weather.. Just show ** the proof. A Spirit **************** rep telling ** that this was a weather related cancellation isn't proof.at all.

  No other flights got cancelled, departing and arriving into ********* that day or evening. I had sent pics of the arrival and departure boards to confirm this.. The other attachment shows clearly that seats were available the next morning,that **** the agent could've rebooked ** on, instead of telling ** we couldn't get another flight for two days. The flight wasn't over sold that has been suggested here.Why all the lying ?

  Why can't Spirit just admit they made mistakes here and make things right for two loyal passengers. To continue to lie about what happened that night is pretty revealing.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/14/2023

  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 was denied to board the plane on 4/13 to return home from spring break in ***. The employees names were ************** *** ******************* E3. Me and my children werent allowed to board an already 1 hour & 26 minute late flight due to a flight attendant being late. We were stranded in *** airport for 7-8 hours due this. Never have I ever been treated as such. I fly Spirit no matter how bad your reputation is. I just never thought I would like this nightmare that others describe. The employee *** stated I dont care! When I explained that we had to get home to get my daughter her seizures *********** meds. In addition, my 10 year old stated to *** it fits (regarding the personal bag) the employee then stated, yelling well board the plane then! She needs to stay in the kids place!The employee then left the front desk counter where she was the only clerk to run to the gate and slam the door in my 10 year olds face! And stated yall not going home today! Not sure if she was on a power trip? But she is definitely unprofessional. Her hair was messy, clothes look like she rolled out of bed like how she presented. Her co-signer ******** stated they better not start with me because Im not the one. What man says that to a bunch of women and girls? I truly believe that they were covering up that plane leaving an 1 hour & 26 minutes late. Not notifications were sent to anyone regarding the delay. Instead a very late flight attendant approached the gate at 12:54pm and *** states ok the flight attendant is here now and needs an extra 3-5 minutes. As if they havent had ** waiting long enough. At the end of the say a serious discussion needs to be had as I fear there will be more issues with Spirit flights. In conclusion, I fly spirit because its affordable and kid friendly from here on out I will pay whatever extra fly with other airlines as it seems customers arent appreciated when flying Spirit.

  Customer Answer

  Date: 04/17/2023

  Please see employee above I'm unable to upload the video at this time. Thanks, *************************

  Business Response

  Date: 05/04/2023

  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.
  
  
  Our records show that you distributed disruptive behavior which ultimately resulted in you not being able to board the flight. Our gate agents are put in a precarious position when faced with addressing inappropriate behavior.
  
  
  If the behavior escalates and the guest does not adhere to the direction of our staff, then they have no choice but to follow protocol to ensure in the proper handling of an incident of this nature.
  
  
  Please understand that we rely on the expertise of airport agents to assess the correct baggage charge based on our guidelines.