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

  84 State St Boston, MA 02109-2202

• 

  Spirit Airlines

  114 N. Raliegh Avenue Atlantic City, NJ 08401

• 

  Spirit Airlines

  Atlantic City Airport ATLANTIC CITY, NJ 08401

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

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:04/14/2023

  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.

  On February 28th, 2023, I booked 4 tickets for a June 7th 2023 flight from ******* to *********** with Spirit Airlines. The total cost was $548.72, and the airline reference number is MKJPMQ. However, when I recently accessed my Spirit account, I was shocked to discover that the flight date had been changed to June 6th, with no prior notice from the airline.Immediately, I contacted Spirit to explain that this change did not work for me, as our entire purpose for the trip was to attend a graduation ceremony on the 6th. However, the agents offered only these options: a refund or credit, or to book another flight. The available schedule they offered was for a June 8th flight with an inconveniently long layover, meaning we wouldn't be able to get home until June 9th. This was not a feasible option for **, as we have work obligations on the 8th.I even offered a compromise to take a flight on June 7th to ********* with a layover and then arrive in *********** on June 8th, even if it meant missing a day of work, but the agents refused to accommodate our request. It's completely illogical for Spirit to change a client's schedule without any notice and then refuse to work with the customer to find a suitable solution.As a result of Spirit's poor customer service and lack of flexibility, I was forced to cancel the tickets and book with another airline at a cost of $768.80. Spirit's lack of communication and disregard for their customers' needs is unacceptable. It's outrageous that I were forced to cancel our tickets and spend an additional $220 just to secure a flight that accommodates our plans. I am extremely disappointed in Spirit Airlines and their treatment of their customers.

  Customer Answer

  Date: 04/14/2023

  I was calling Spirit Airlines @ ************ on April 9th and talked to a supervisor, *************************** and several other agents (I don't have their names). None of them was willing to offer a suitable solution. Attached are the copy of Spirit tickets I bought and the Delta tickets I had to purchase after I was forced to cancel the tickets with Spirit.

  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.
  
  Times shown in a timetable or elsewhere are not guaranteed and form no part of the terms of transportation. Spirit may, without notice, substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the reservation. Schedules are subject to change without notice. Spirit is not responsible or liable for making connections (on its own flights or flights of any other carrier), or for failing to operate any flight according to schedule, or for changing the schedule of any flight.
  
  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 do apologize but we are unable to honor your request for reimbursement. 

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19936296
  
  I am rejecting this response because:

  Firstly, I would like to emphasize that I did not receive any notice of the schedule change from Spirit Airlines. Therefore, I was not given the option to accept or deny the changes as you stated in your email.

  Secondly, when I discovered the change by myself, I called Spirit Airlines to modify my flight plan. However, the agent I spoke to refused to accommodate my request, even though the flights were operated by Spirit Airlines. The proposed schedule was far worse than my original one, and I had to arrive one day late. I did offer that modified schedule as I tried my best to match Spirit's schedule, but the company disregarded my needs and only offered alternatives that did not work for me. Specifically, I could not accept the options to either fly a day ahead as I needed to attend a graduation ceremony on that specific date or to arrive home two days late. As a result, I was forced to cancel my flights, even though Spirit could have resolved the issue by providing the modified schedule I offered, which had similar prices.

  I believe that as a customer, I should be able to rely on ********************** to provide a reasonable level of service and accommodation. Unfortunately, this has not been my experience. I feel that I have been treated unfairly and that Spirit Airlines has not taken my needs and concerns into consideration.

  Therefore, I kindly request that you reconsider your decision and provide me with the reimbursement that I am entitled to. I hope that we can resolve this issue amicably and without further delay.
  
  
  Sincerely,
  
  *****************

  Business Response

  Date: 05/04/2023

  Hi ****, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  Times shown in a timetable or elsewhere are not guaranteed and form no part of the terms of transportation. Spirit may, without notice, substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the reservation. Schedules are subject to change without notice. Spirit is not responsible or liable for making connections (on its own flights or flights of any other carrier), or for failing to operate any flight according to schedule, or for changing the schedule of any flight.
  
  
  
  In these cases, the options available to our guests are re-accommodation on the next Spirit flight or a refund of the affected segment.

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19936296
  
  I am rejecting this response because:

  Thank you for your response. However, I must reiterate that this was not satisfactory in addressing my concerns. Despite Spirit's claim that flight status notifications are always sent out for schedule changes (per the response from *******, Coordinator II, Guest Relations) I did not receive any notification about the change to my flight time. Furthermore, the alternative flights offered were not for the next available flight, as claimed. One was for the day before, and the other was two days later.
  
  As a customer, I expect a more professional handling of my concerns. The contradictory responses from representatives indicate a lack of consistency and professionalism in the company's approach to addressing customer issues. I hope that ********************** can take steps to improve their customer service and address the concerns of their customers in a more satisfactory manner.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/13/2023

  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 Spirit flight from ********* to *********** on March 27th 2023 through Expedia ( Expedia confirmation: **************, Spirit confirmation: CBPBML) the first flight was from ********* to ******* ** where there was a 1:30 hour lay over before connecting to ***********. When the initial flight arrived in *******, the plane was held up and passengers were not allowed off the plane. Because of this delay, I was not able to make my connecting flight to ***********. I presented to the customer service counter for ********************** with several other passengers and no one was there to assist ** in sorting out this inconvenience. As a result, I was forced to spend the night in the airport and purchase a new flight to ***********. I have not received any assistance from Spirit Airlines in terms of rebooking my flight, a refund for the flight that was missed due to no fault of my own, nor any kind of assistance with lodging, food, or transportation. Additionally, I have spent several hours attempting to contact Spirit Airlines customer service via phone or online chat to no avail. Expedia booking was also unable to offer any assistance. By the time I make my flight to ***********, I will have spent nearly 48 hours in the ***************. This has been a great inconvenience to me and my family and has resulted in unexpected expense. Spirit Airlines has made no effort to assist me in this matter, nor made themselves available whatsoever to contact. I am requesting a complete refund to both purchase I have made and additional compensation for the absolute terrible experience I have had due to Spirit Airlines. Flight from ********* to ******* **: 514 Flight from ******* to ***********: ****, this flight was on time but missed due to a delay in getting off the first flight. Second flight from ******* to ***********: NK****, confirmation number: IDMJJV.Price for first purchase is: ****** Price for second unnecessary flight: ******

  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.
  
  
  Were sorry for the additional time you spent on your journey. There are times that airport facilities are not aligned with the operation, and another gate was not available. Unfortunately, we had to wait for the facilities to clear in order to gain access to the terminal.
  
  
  
  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 gone ahead and refunded the difference you had to pay for your new flight in the amount of $64.79 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:04/13/2023

  Type:Customer Service 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 on 4/11/23. It was for a round trip flight by myself. After booking it my wife stated she wanted to go on the trip and wanted to fly JetBlue. I called Spirit Airlines back to cancel the flight I booked for myself. After waiting on hold for over 1 hour, the call simply disconnected. I called back. Waiting another hour. Was told by the rep that I would need to talk to a supervisor, the transferred the call and I waited another hour. Finally, the call was just disconnected without anyone picking up. I called back the next morning. Again, waiting on hold for over an hour. No one answered. I called back, again, was told I need to speak to a supervisor. A supervisor then picked up and claimed they could not hear me and hung up. I called back again, I was told I can do this online or through the company chat. I tried and it only allows you to cancel, and I was considering getting a credit for a future flight. So I called back, again waited over an hour, this time I was told that since I am outside of the 24hr time frame I booked the flight, I would have to incur a cancelation fee. I said that is unacceptable due to the circumstances. I was told I would need to speak with a supervisor. Guess what happened. After waiting on hold for 1hr and 19 mins no one picked up and the call was dropped. I then went on the chat, and stated I need to speak with a rep, not the Bot that interacts with people there. I was told it was a 3 hour wait. Clearly, I see the method being used by this company. They make is impossible to make the changes within the given time to then hit you with a fee. This feels criminal and violating rights of consumers. I work with a Federal Law firm, that has been in business for over 27 years and my gut tells me I am not the only one this has happened to. I feel Spirit is taking advantage of consumers with illegal business practices. I wany my money back immediately.

  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.
  
  
  
  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.
  
  
  
  Plans change we understand and that's why we offer several options on how to cancel your reservation. The quickest option is to visit "My Trips" and make the cancellation yourself. 
  
  
  
  While I am unbale to honor your request for a refund of your flight. I have reversed the cancellation fees and issued a full 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.
  
  
  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: FWCL3B
  Amount: $195.89
  Expiration date: July 31, 2023
  
  
  You dont need to travel by the expiration date, you just need to book your travel by then. Dont forget to read the terms and conditions provided in the link:
  
  
  ******************************************************************************************************************************

• Initial Complaint

  Date:04/13/2023

  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.

  The lack of integrity from this airline is astounding! All other airlines allow for paid luggage 50 pounds. They arbitrarily decided they would only allow 40! I came into the country with my family with 50 pounds!!! What am I supposed to do with 10 extra pounds? Plus their luggage and carry on prices are absurd!!! I ended up paying over 600 **. Dollars extra in luggage alone. This is an abuse!!!! I am never using this airline again.

  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.
  
  
  
  Our records reflect that your reservation FHZRJZ was booked with a third party vendor (******). We do not have control over how our optional services are displayed on the vendors website; however, most third-party vendors do provide customers with information regarding airlines optional services. For future reference, our baggage options can be found by clicking the link below.
  ******************************************************
   
  We apologize for any inconvenience this caused; however, our best efforts are made to relay this information to our vendors and were sorry if you remained unaware of our baggage options.
  
  
  
  Because we strive to offer the absolute lowest fare possible, Spirit has implemented a baggage weight limit of 40 lbs. Less baggage weight means less fuel, and more money for you. We are happy to be able to pass along those savings to our Guests in the form of lower fares. 
  
  While other airlines structure their fares to cover all their costs, Spirit charges for transportation and offers options for baggage and other amenities.  We know that other airlines do have higher baggage weight allowances. The good news is, even if your bag weighs a little more than you thought, you can still bring it along. You'll just have to pay a few extra dollars depending on exactly how much your bag weighs. I've provided a link below with more information. Just scroll all the way down for our overweight charges. 
  www.spirit.com/optionalservices
  
  
  Additionally, 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.

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19931299
  
  I am rejecting this response because:

  I paid more than 600 extra for baggage because your regulation does not comply with most airline regulations. You are asking people to carry only 40 pounds of luggage on an international flight with connections to other airlines that allow a 50 pound limit.  This is theft an I want my money back.  
  
  Sincerely,
  
  ****************************

  Business Response

  Date: 05/04/2023

  Hi *****, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  I understand that you may disagree with our approach; however, we've received a lot of positive feedback from customers that are taking advantage of our ultra-low Bare Fares and the opportunity to select only the options they need.

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19931299
  
  I am rejecting this response because:
  Its stupid
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:04/13/2023

  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.

  Ibook my flight 2/11/23 (Spirit airlines) to attend my brother's wedding in ********** Saturday 4/15/23. Spirit canceled my flight the day I was expecting to fly out 4/13 sending me an email at 12:07a. They didn't reschedule and when I attempted to call, I was on hold for *********************************************************************************************************************** on hold and never returned to the phone. After being on hold this whole time, an automated voice stated something about taking a survey, I answered the survey. Also, I was given the option to leave a voice mail, so as I press 1 in an attempt to leave a message, while speaking the phone call disconnects. This has to be one of the worst experiences I've ever had, my brother wedding is Saturday and it seems I will not be in attendance due to spirits lack of customer care/support services. Reservation #HN97PH

  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.
  
  
  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.
  
  
  
  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. 

• Initial Complaint

  Date:04/13/2023

  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.

  @SpiritAirlines destroyed our infants car seat. They are refusing to pay the damage cost which resulted from their baggage handling negligence.Flight 3-17-2023 from *** to ***. Infant car seat damaged. Claim submitted same day. Refusal of accountability

  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 sorry to hear that your car seat 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 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. I also see your claim was approved and you will receive a check for $305.96 mailed to **************************************************************************** 

• Initial Complaint

  Date:04/12/2023

  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 April 9 2023, I had a flight scheduled from *************** to ******** ** (record locator RCL6FL). Upon arrival to the airport I was told to go to the Spirit desk as the flight has been canceled. It's important to mention that I never received any prior notification of the cancelation.At the airport I was told by the supervisor that there is nothing they can do and I would get reimbursed for the transportation to ******* if I can make it to my next flight (*** airport was a connecting flight). After understanding it would be dangerous for me to drive to ******* in a rented car (I have been awake all night the day prior to my flight and was fatigued), I realized that a flight is the cheapest and safest option to get from *************** to ******* for my 06:10 AM flight to ******** to make it in time for work.I was able to find a flight leaving at 10:45 PM from ***************************. That flight cost $223.90 + an airport service fee of $35 for booking the flight in person (was unavailable online and over the phone), for a total of ****** USD.I am requesting the BBB's help with receiving the refund promised to me by the Spirit Airlines supervisor at the airport for my flight from *** to *** airports (total of $258.9). I will attach a receipt for my flight with ******** Airlines as a proof of purchase.At this time I was unable to contact Spirit Airline's customer service by chat. I was instructed by a representative as well as a supervisor over the phone to contact the airline by chat in order to be reimbursed, but the chat's estimated time was 6 hours during the daytime and in the middle of the night it went down to 50 minutes, but after waiting in line for over two hours I was not able to get in contact with anyone.Thanks in advance for the help,*****

  Business Response

  Date: 05/02/2023

  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. 

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19927354
  
  I am rejecting this response because, when I was at the airport, I spoke to an agent who assured me that I would be reimbursed for my transportation to *******. I was not going to take a 4-hour bus or Uber ride by myself, especially so late at night. Regardless, I was told transportation cost would be covered. A flight to ******* should be considered a form of transportation, and Spirit is not keeping its word. Unfortunately, the next available flight was not until Wednesday, which was not a viable option for me as I, like most people, have work commitments. I am not willing to accept the company's failure to fulfill its obligation and compensate me for the flight I had to take and the stress I experienced as a result of its mistake.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/10/2023

  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.

• Initial Complaint

  Date:04/12/2023

  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.

  Last year I had a trip scheduled in September. One of the people flying had to back out for family medical reasons. I provided all the information needed for a refund. Not to mention this took a lot of time, effort, and hoops to jump through to get this credit. I planned on using the credit in May of this year. However, because the original reservation was in my mother's name but booked on my credit card I physically have to call to make the reservation because it will not work if I book it online. I have an email from Spirit stating this is the case.So I called in January, no flight was available. I called in February, no flights were available. I kept checking online weekly - no flight is available. Again in March, there is ONE flight to ***** from ********** with a SIX HOUR layover & NO return flight. I had been waiting and keeping an eye on the flight for weeks and this is all they have to offer? It gets better, I went to ********************** were TWO Spirit flights to & from my destination with straight flights. I explained this to the operator and got nowhere. I still have the screenshot to prove this. How can the Spirit airline's website not have the same flights that are available on ****** Flights?? No one can explain this to me. I could not book these flights with my voucher because it was online and I HAVE to call to use my redemption. I had to book through another airline. Now I have a credit I am not going to use. I did everything I could to use the voucher but now I have no purpose for it and want my money back. I have called and spoken to a manager but she refused to help me because only corporate deals with these issues through the complaint center or chat. I have done BOTH options more than once. Either no one gets back to you or no one can solve the issue. My complaint just keeps getting pushed around and going nowhere.

  Business Response

  Date: 05/02/2023

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure. 
  
  
  
  Please note that refunds are always an option for flights that have had to be cancelled by Spirit. If a guest chooses not to travel for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time.
  
  
  
  As a one-time courtesy, I have gone ahead and issued a refund in the amount of $336.18 back to the account your card ending in **** was linked to. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

• Initial Complaint

  Date:04/12/2023

  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.

  The Spirit flight NK **** on 04/01/2023 was overbooked, and our family couldn't get on. They send ** to ******************** for flight next morning. The link to take LIFT they provided didn't work. So we paid out of pocket for all the ground transportation (********* to ************ and from airport of *************** to *****). Their customer service is not helpful at all and couldn't provide reimbursement for our cost. we paid more than $300 dollars for the overbook which is not our faults. The whole process was a torture for our family with two little kids under 7 year old. I would like to ask for compensate for this and the refund for our flight tickets. flight confirmation number WKY7GD

  Business Response

  Date: 05/02/2023

  Hi ********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  First, we would like to apologize for the over sale situation of your flight NK-1831 from *** to MIA scheduled to depart on 04/01/2023. Thank you for volunteering your seat on the flight in exchange for a Future Travel Voucher (FTV) equal to a round trip flight on Spirit. 
  
  
  
  I understand you have had some unexpected expenses. Please attach the receipts that outline the expenses you incurred as a result of the oversold flight. 
  
  
  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 provide your mailing address in response to this e-mail as I cannot submit your claim without this information.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19926882
  
  I am rejecting this response because: the issue has not been resolved yet. I replied the email with the receipts for my refund request. Also, the Spirit agent (agent name: ******, at *** airport on April 01, 2023) at the gate told ** our ticket will be refunded and check will be mailed to **, and she collected our information including address. It has been over a month since the overbook, we have not seen any letter from Spirit yet.

  Spirit also gave ** a meal voucher on 04/01 night, but it never worked. We paid everything out of pocket to be able to get to ***** on time for our cruise.

   

  
  Sincerely,
  
  Tianjiao Dai

  Business Response

  Date: 05/04/2023

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

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19926882
  
  I am rejecting this response because: i would like to wait until I see the refund in my card and the check. I had a hard time with Spirit to try to figure this thing and I do not want say it's settled until i get the refund.
  
  Sincerely,
  
  Tianjiao Dai

• Initial Complaint

  Date:04/12/2023

  Type:Sales and Advertising 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 didnt have any bags . They didnt let me do online check in . I was 1 hour before flight they said plane was full and that I have to rebook , made me pay 198$ and I had to book a hotel with my child , I had to skip my job and missed my appointments . **************** isnt helpful at all . They just made me go to one place wait in the line , another place and at the end nothing . I just had no other choice . Me and my daughter we both got sick .

  Business Response

  Date: 05/02/2023

  Hi Saltanat, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Im so sorry that you missed your flight. Please note, there is a 45-minute check-in cut-off time for domestic departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags. Our records show you arrived at the kiosk after the check-in cut off time for your flight. 
  
  We never want you to miss your flight. Thats why we recommend that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights. Due to lengthy TSA security checkpoint times, its recommended that you check airport information prior to arrival at the airport.
  
  Guests who dont complete the check-in process prior to the cut-off of the originally scheduled departure time are subject to their reservation being forfeited, and any modification charges and any difference in fare may be applied to new tickets. Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website:
  
  **********************************************************************************
  
  Guests who miss their flight are offered the $99 same day change fee to be re-booked for the next available Spirit flight as a way to assist instead of making guests buy a brand-new flight ticket, as flights booked on the same day of travel are typically more expensive.

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19926268
  
  I am rejecting this response because:
  
  Sincerely,
  
  Saltanat Cherikchieva

  Customer Answer

  Date: 05/03/2023

  I was at the airport more than and hour earlier. Also I was trying to check in online 5-6 hours before flight , because I didnt have any bags on me. When I arrived at the airport employees of spirit were sending me to different lines to waste my time , and at the end I was told that its too late . I had problem with my work, because I couldnt go also I had to book a hotel and taxi . Which spirit didnt care about and also charged me extra 198$. Next day flight I came 3 hours before , took me 10 mins to get to the gate , because no bags , and you will be surprised that flight was delayed more than an hour . No other airlines does that , they make sure to put you on the plane . I t was my first time flying with spirit , and of course last . Terrible experience, they just intentionally make you miss your flight . 

  Business Response

  Date: 05/04/2023

  Hi Saltanat
  
  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: 05/04/2023

  I want refund because your airlines caused me a lot of uncomfortable situations.  No simple apologies and just blaming me , you should really train your employees.  Im not accepting your explanations
  Complaint: 19926268
  
  I am rejecting this response because:
  
  Sincerely,
  
  Saltanat Cherikchieva