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:04/11/2023

  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 31st, 2023, I was supposed to fly from *** to ********************* on Spirit Airlines. However, the airline overbooked and asked four people to give up their seats. I was one of the four people. Before I left, Spirit Airlines booked a flight through Delta Airlines scheduled for April 2nd, 2023 at 7:30 A.M. They also gave me one hotel voucher, meal voucher, and transportation voucher. They also gave me a $400 flight voucher as compensation. On April 2nd, I did the airport check-in online and went to the airport. I received a boarding pass and went through security. All I had to do was wait for the gate to assign my seat. ***** didn't let me board the plane, and when they looked into why, they found Spirit voided my ticket and wouldn't tell me why. How did I get a boarding pass with a voided ticket? How did I get through security? Why did no one at Spirit know why the airline voided my ticket? And when *** was overbooking every flight, how did I get the only Spirit flight not overbooked? I filed two complaints with Spirit on April 3rd. One to reimburse the travel voucher and one to get compensation for my humiliation at the Delta gate. I called their customer service number multiple times because staff members from overseas told me to either wait thirty days or hang up on me. I had to get on social media for a response, where they sent a digital copy of the original compensation form. I'm asking for more compensation for the financial and emotional hardship caused by the negligence of this company. It felt like a Bait and Switch. Even when I reached out on social media, all they said was it got canceled for no reason. They tried to blame Delta Airlines. I had to spend money on a hotel when I got back to *******, and I missed a day of work to drive home.

  Business Response

  Date: 05/02/2023

  
  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-1200 from *** to *** scheduled to depart on 03/31/2023. 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, re-accommodation on another flight the next day and hotel accommodations.
  
  
  
  I see you were placed on a Spirit flight for the following day and completed travel. Your receipt for transportation expenses has been approved and a check in the amount of $39.87 will be sent to the address you provided. Please be advised no additional compensation can be provided at this time. 

• Initial Complaint

  Date:04/11/2023

  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 had two separate flights to ****** cancelled during COVID. Apparently when this occurs Spirit does not provide its customers with a refund, it assigns them a reservation credit to be used later, which EXPIRE! I had two separate credits totalling $1574.98 & was not able to use the credits before they expired. They gave me a "one time" extension for a few months and I was able to use part of the value for several flights in July. The remaining value on the credits expired again in January. The first credit has $529.03 remaining and the other has $389.44 remaining for a total of $918.47. Apparently Spirit just gets to keep what I paid since I was not able to book travel prior to them expiring. I don't understand how they can just keep your money without providing the services or a refund and it not be considered theft. I have called into the customer service number and been told that they cannot extend the credits again nor will they send me a refund. I also emailed their "Guest Relations Team" as instructed and received the same response & have attached a copy of the email to this form for your review.

  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.
  
  
  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 your flights operated we are unable to honor your request for a refund. I have reviewed your reservation UI3MNA in the amount of $1,124.80 and I see your credit was used on KDMYJF ($529.03) and ON3DUX ($595.77). There is no remaining credit on this reservation. 
  
  
  For your reservation VK549U I see $450.18 was extended and set to expire in January and $60.74 was used from this credit leaving a balance of $389.44. 
  
  
  I have gone ahead and issued a final credit extension. Please be advised if your credit does expire again, it can no longer be reinstated. 
  
  
  
  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: SKZF6D
  Amount: $389.44
  Expiration date:  July 29, 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:04/11/2023

  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 19 2023 I traveled form ******* to *************** on spirit airlines. I had a Louis ******* tote bag and a small crossbody purse. I was told by the gate agent that I could only have one item and if I did not consolidate my two items I would be charged for a carry on. I placed my purse in my tote bag and proceeded to inquire about purchasing a seat. I purchased a seat for $17 but for some reason my card was charged a total of $108.00. When I inquired after seeing my receipt the gate agent informed me she charged me for the bag before I consolidated but because my tote bag was small enough to fit in the size with my purse inside, I would be given a refund. She informed me I just had to contact customer support in order to get the refund. I took a video of the gate agent saying this so there would be no discrepancies when I contacted customer support. My Louis ******* tote measures ****? L x ****? H x 7.9? W which is within the size requirements for personal items. After I landed, I proceeded to call customer service and was directed to fill out a complaint form online in order to get a refund. After filing a complaint (CAS-7238297-V6C5Q0.) I was told that bag fees are nonrefundable and nothing could be done. I wasn't offered anything for the inconvenience. Service has been **** poor and I am trying my best to rectify this with sprit airlines before contacted **************** and filing a dispute. I would like a refund for the bag charge as my bag was a personal item and as my card was charged for the incorrect amount without my consent.

  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.
  
  
  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.
  
  
  
  I understand that you stated your bag was within our personal item guidelines, however, because Im unable to verify what bag you had at the time of travel and its dimensions, Im afraid that Im unable to issue a refund.

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19920844
  
  I am rejecting this response because:
  

  As previously stated, my cross body purse could fit in my tote bag. The gate agent was just being nasty. She said I would have to pay or buy a new ticket because she would not rebook me. The entire experience was a headache and spirit has done absolutely nothing to rectify this  

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

  Business Response

  Date: 05/04/2023

  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:04/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/9/23, I boarding flight **** from ********* to ************. I was assigned seat 28F. I went to seat 28F and someone was sitting in my seat. I was told this person would need assistance moving before I could take my seat. After a few minutes, they asked if I wanted to be assigned to another seat. I said sure, after being reassigned to a seat by the safety door, the attendant starting treating me very disrespectful and condescending. I feel embarrassed especially when the male attendant, threatened to get me thrown off the plane because I became vocal after being treated so rudely.

  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.
  
  
  We genuinely appreciate the time that you've taken to bring your concerns to our attention.
  
  
  I can assure you that the level of service you described is not a normalcy with Spirit. I've shared your comments with our ************************* team for review and training purposes. 
  
  
  Without your feedback, it would be hard for ** to determine exactly where we need to improve our guest experience.

• Initial Complaint

  Date:04/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I flew with Spirit Airlines from *** to ********* on 4/6/2023 , flight . I had a backpack and a small purse/tote and I was allowed to board on the airplane without an issue. But on 4/10/2023, I was flying back from ********* back to *** with Spirit Airlines, flight number NK 972 , I was stopped to force to pay $99 for the same backpack and a small tote bag. This excessive charges and extortion to pay for something that is already accepted in their current policies and is unacceptable and unreasonable. Flight NK 972 was delayed from 12:15 pm to 3:16 pm. I lost 3 hours of the time but I didnt even get a food voucher. However I was charged with $99 for a tote bag. Why the company didnt apply the same rule across the ** ? We are requesting full reimbursement for flight costs, meal and luggage cost.

  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.
  
  
  Im so sorry to hear about your experience. I completely understand how frustrating unexpected charges can be. However, we rely on the expertise of airport agents to assess the correct baggage charge based on our guidelines.
  
  
  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.
  
  
  
  Please accept our apologies regarding your flight delay. Our records show that your flight was delayed due to a maintenance-related issue. We do all that we can to prevent delays, but at times they're unavoidable as the safety of our guests and crew comes first.
  
  
  We 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.
  
  
  As your flight was boarded and travel is complete, I am unable to honor your request for a flight refund. 

• Initial Complaint

  Date:04/10/2023

  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.

  purchasef 2 round trip tickets from ******** to *****, canceled flight xbbdhb was told i would lose 100 plus dollars the res would be refunded, i called after not receiving refund and they said i had a credit which expires next month of over 500 dollars. so they took part of the initial fee and then issued a credit without telling me so i still have to make a flight. so they kept part of my money and the rest so i have to make a flight without telling me or sending me any information that i had to use this by a certain date. thank u

  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. 
  
  
  
  As started on our website, Guests who initiate a cancellation after 24 hours of booking to their non-refundable reservations will not receive a refund. A cancellation charge; 0-6 days out is $99, **** days the charge is $49, and no charge for trips more than 60 days out over the phone plus a Passenger Usage Fee of $22.99 per segment per person will be deducted from the total cost of your reservation and a reservation credit will be created for the remainder, if applicable.
  
  For more information regarding our Modification/Cancellation guidelines, I've included the link below for your reference.
  
  *************************************************************************************************************************
  
  
  
  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: XBBDHB
  Amount: $508.40
  Expiration date: May 19, 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:04/10/2023

  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.

  I purchased a flight flex for my flight. It was 2 days before my return flight and I was trying to extend it. I extended it on my own, it had told me it will cost me $30 to extend on the system. I feel as though this was deceiving but it could have been a glitch. I am more so annoyed to find a charge of $188 the next morning. I call and am told that I had apparently bought flight flex for my departing flight when I had gotten emails giving me the impression that it applied under both flights. To my knowledge I had purchased it on my return flight because I had no plans to extend my departing flight. I only had plans to extend my return flight. I should have been charged $99 and not $188 as I purchased the flight flex as the emails under spirit and what I had done when buying it reflected it should have applied to my return flight only. I desire a refund of $99 as I feel scammed especially knowing I did purchase a flight flex for my return flight. In my screenshot you can see how deceiving the receipt is.

  Business Response

  Date: 05/01/2023

  Hi Deep, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I have reviewed your reservation CMZFXK and I do see Flight Flex was purchased and used for your return flight. 
  
  
  I have gone ahead and issued your remaining refund in the amount of $64.00  back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

  Customer Answer

  Date: 05/03/2023

   
  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:04/10/2023

  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 had a flight out of *** to *************** and they were advertising 300 credit to change your flight to the next day! So I changed my flight to the next day! I was told my credit for me and my daughter would show at the end of the month! Now its not here Im calling to follow up and nothing in the system. Im being directed to the airport which cant help! Im jumping through more hoops to get the credit than when I gave up my seat because they are overbooked! Now how you charging people for flights and they dont even have seats! This is the main reason why I hate this airlines and only took the credit because it was free and simple! This just confirms why I hate I even spent my money here! Unprofessional! Zero customer Service!

  Business Response

  Date: 05/01/2023

  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 that your recent experience with ** was not pleasant. Kindly refer to the following information pertaining to your Round Trip Voucher:
  
  
  
  Name: *********************************
  
  Round Trip Future Travel Voucher: 48916947435100001
  
  Amount: $300.00
  Expiration date: April 28, 2024
  
  
  
  Customer: ***********************
  Round Trip Future Travel Voucher: *****************
  Amount: $300.00
  
  Expiration date: April 28, 2024
  
  
  
  (Travel does not have to be completed by this date; however a new reservation must be secured.)
  
  Your RTV is available by calling our ******************* at ************. The guidelines surrounding RTVs can be found at our web site, www.spirit.com. Ive included the direct link for your convenience:
  
  *********************************************************************************************************************************

• Initial Complaint

  Date:04/10/2023

  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. 2 tickets from spirit confirmation # DN9R3R a flight from LOS CABOS, ****** TO ***. This was a nightmare, I called the night before to purchase our luggage's going back to the state during that process we also ask the customer service representative to check us in. When that was taken care of, I thought everything was fine i received the confirmation for the purchases of the luggage, great now I am only concern about customs. We get to the airport only to find out we was never checked in the person at the ticket window closed down the ticket window at 9:15am saying they wasn't taking any more passengers for a flight that was leaving at 10:25am it was me and 3 other people on line we ask for a supervisor she left and never came back as you can guess we missed the flight due to the representative who lied and never came back. Once that occurred we decided to purchase tickets to *** *********** ** SO WE CAN CATCH THE FLIGHT FROM *** TO ********* WE CALLED CUSTOMER SERVICE TO CONFIRM IF WE MADE THE FLIGHT *** WILL BE ABLE TO CATCH OUR FLIGHT WE WERE TOLD YES. SO WE PURCHASE THE TICKETS FROM LOS CARBO TO *** WE PAID 300 FOR 2 TICKETS THAT INCLUDED THE LUGGAE WHICH WAS ***** A PIECE AND SPIRIT CHARGED *** ****** FOR 2 SMALL BAGS WEIGHING 27LBS A PEICE. SO WE ARRIVED IN *** ON 3/25 I KNEW THE FLIGHT LEFT AT 10:37PM BUT WE WANTED TO CHECK YOUR LUGGAGE IN EARLY SO WE WOULDN'T HAVE TO WORRY ABOUT HEM. WE GET UP TO THE TICKET WINDOW GAVE YOUNG LADY THE CONFIRMATION NUMBER ONLY TO FIND OUT THE FLIGHT WAS CANCELLED FOR 3/25 AND PUT US ON A FLIGHT FOR 3/26 AT 10:37PM THE EVENING. I HAD NO CLUE WHO CANCELLED OUR ORIGNAL FLIGHT AND NO ONE CAN TELL ME WHO CANCELLED IT ALL THEY CAN TELL ME IS IT WAS CANCELLED IN CARBO BUT THEY COULDN'T SAY WHO CANCELLED, LONG STORY SHORT THEY REFUSE TO PUT US ON THE FLIGHT ON SATURDAY STATING THE FLIGHT WAS FULL AND REFERRED ME TO CUSTOMER SERVICE. IT GETS BETTER WE CALLED CUSTOMER SERIVICE AND WAS TOLD YEAH, WE SEE IT'S BEEN CANCELLED BUT IN ORDER TO GET ON THE FLIGHT TODAY WE HAD TO PURCHASE NEW TICKETS TO THE TUNE OF ****** CREDIT US FOR THE LUGGUAGE WE PURCHASE THE ***** BEFORE. THAT WHOLE ORDEAL WAS RIDICULOUS I HAVE CONTACTED CUSTOMER SERVICE SEVERAL ****S AND THEY KEEP SAYING I HAVE TO WAIT 7 DAYS SO THEY CAN DO THEIR INVESTIGATION WELL IT'S BEEN WELL OVER 7 DAYS AND I STILL HAVE NOT HEARD FROM SPIRIT VIA EMAIL THEY SENT ME EMAILS FOR EVERYTHING BUT NOT FOR THE CANCELLED FLIGHT AND THE COMPLAINT. I WANT MY MONEY BACK I CAN NOT AFFORD TO LOSE ****** ON SPIRIT ERROR THE CUSTOMER SERVICE PEOPLE IN CARBO WAS RUDE AND THE SUPERVISOR IN *** WAS RUDE. I WILL TAKE THIS FURTHER IF I DO NOT GET A RESPONSE FROM SPIRIT ABOUT THIS ISSUE. I HAVE WAITED WAY OVER THE **** ALLOWED TO RECTIFY THIS ISSUE. YOU CAN ALSO CONTACT MY WIFE ******************* AT ************ EMAIL ********************.

  Business Response

  Date: 05/01/2023

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Im so sorry that you missed your flight. Please note, there is a 1-hour check-in cut-off time for international departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags.
  
  We never want you to miss your flight. Thats why we recommend that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights. Due to lengthy TSA security checkpoint times, its recommended that you check airport information prior to arrival at the airport.
  
  Guests who dont complete the check-in process prior to the cut-off of the originally scheduled departure time are subject to their reservation being forfeited, and any modification charges and any difference in fare may be applied to new tickets. Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website:
  
  **********************************************************************************
  
  I have gone ahead and issued a refund in the amount of $638.02 for your rebooked flight back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

  Customer Answer

  Date: 05/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is not unsatisfactory to me.  Spirit said they will refund the tickets for their airlines what about the other tickets I purchased from ****** airlines totaling three hundred dollars, I was told by the customer service representative on 4/24/2023 i was all checked in when i paid for my luggage only to find out I was not checked in this also could have avoided me missing my flight as well, who's going to be responsible for those tickets?
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 05/24/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  RE: Case number ******** in this case accepted the refund for the ****** but that doesn't negate Spirit still owes me for the plane tickets I purchased with ****** airlines. The options you provided didn't allow me to request the additional THREE HUNDRED DOLLARS that was owed to me by Spirit airlines, this charge would never have been done if I was not told by their customer service representatives if we catch a flight from Carbo to *** we can make our flight that day. Why would I purchase additional tickets to catch that flight if I knew I wasn't able to make the flight in ***? Make it make since no one pays for a flight to catch a flight if you had no chance of getting on that flight. I am requesting the additional amount spirit owes me I did nothing wrong here I was following what their customer service representatives told me when I ask if I get to *** will I still be able to catch the flight to *** the response was yes view the call on 4/25 it will tell you the person I spoke to on the phone. This upload does not include the luggage fee I paid ***** for each luggage, if it need to be included, I will be able to provide the credit card I used to purchase the baggage.

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

  Business Response

  Date: 05/28/2023

  Hi *****
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  As I have fully researched your concerns, and reviewed our Contract of Carriage,I'm afraid I'm unable to alter the position provided. 

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 19916817
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/10/2023

  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 29, 2023 I booked a flight from ******* ******** airport to *************** to ********************. The flight in ******* was delayed confirmation code SL1SVQ. I waited 5 hours to get to *************** once we're delayed another 4 hours. I spend a total of hours 12 hours. At the airports between ******* and ******* airports 3 planes change I am partial blind and my dad who was also traveling with me is 92 year old. My return fight confirmation code FNFYVH was also delayed. I would like a complete refund for all the distress time and day that I had to spend in the airports because of your airline issues. Then I was over charge $99.00 for a personal item bag backpack that should have been free on my Connecting flight to ***********. The girl charged me $99 told me if I didn't pay it I couldn't get on the flight when I already had paid for everything online. I only had a carry on and a personal backpack my carry on with my luggage the backpack personal was my father's bagThat should have been free. Pre your Policy. I spent a total of $1157.68 when my trip should have been on a $690 extra funds that I didn't have I would like to be compensated for a total refund of $1157.68 return to me For all the heartache and uncomfortable an unpleasant day that I had with your airline.

  Business Response

  Date: 05/01/2023

  Hi ****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Im so sorry to hear that you missed your connection. Our records show that your outbound flight was delayed due to maintenance which ultimately caused you to misconnect. Im very happy to see that you were re-booked for the next available Spirit flight and completed travel. 
  
  
  We understand your travel plans were disrupted. Our station issued each of you a Future Travel Voucher (FTV) in the amount of $50.00 and you were able to redeem them on your return flight. 
  
  
  Please keep in mind, 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.
  
  As your flight was boarded and travel is complete, I am unable to honor your request for a refund.