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:02/28/2023

  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.

  Had a reservation on flight NK **** from ************, *********** to ******, ** on Monday, Feb 27th. Flight was delayed 8 times and then canceled. As soon I was advised of cancellation I called to rebook. I was told there was no availability on Tues Feb 28th or Weds March 1st. I spent over 5 hours on 2/27 and one hour on 2/28 trying to book a flight home. I spoke with 7 different Spirit employees who said they could reimburse me $700 in total for 4 tickets to get an earlier flight, or fly home on Thursday. I am a single mother of two teenagers and a teacher. I spent all of my money on this vacation and now have to figure out how I am going to pat for three nights of additional accommodations and cover food expenses. As a public school teacher, this delay in getting home may cost me my Job. Spirit has literally left us stranded and did not provide accommodations nor financial compensation for food. I was told my Original flight was canceled due to weather, but it is a fact that at least one Spirit flight from ************ to ****** flew on 2/27. This situation is completely unacceptable on so many different levels

  Business Response

  Date: 03/23/2023

  Hi ********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I am so sorry that your flight was canceled due to weather/Air Traffic Control. We do all that we can to leave on time, but the safety of our guests and crew will always come first. Air Traffic Control (ATC) ensures the safe operation of all aircrafts flying at any given time. When there is inclement weather, ATC makes sure that there is enough safe space between aircrafts. Delays and cancellations may occur due to the limited airspace during times like these.
   
  When this happens, we can re-book you on the next available Spirit flight or we can issue a refund of the unused portion of your itinerary. As requested, you were rebooked for the next available 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:02/28/2023

  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.

  It's a simple complaint. The unsubscribe button on Spirit Airlines promotional and other emails doesn't work. I've tried to unsubscribe from Spirit Airlines emails numerous times, using various devices and browsers over a few week period. I always get an error message. I have also tried to unsubscribe through the airline's customer service to no avail. I would like the company to fix its unsubscribe button. If it would be a long term process to fix the unsubscribe issue, then in the short term, I would like the company to take the necessary steps to unsubscribe my email address from all of its emails.

  Business Response

  Date: 03/23/2023

  Hi ****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I have gone ahead and unsubscribed your email address **************** per your request. 

• Initial Complaint

  Date:02/28/2023

  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.

  Date : February 28th 2023 I was searching flights online for a trip on ****** flights . I was doing research on a spirit flight and was comparing prices with other airlines . While looking at the flights in my card , somehow the spirit one was purchased. I immediately called them to cancel the flight being that the transaction was made less that 5 minutes ago . The agent was very rude and offered no solutions to resolve my problem .

  Business Response

  Date: 03/23/2023

  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 a one-time courtesy, I have gone ahead and issued a refund in the amount of $62.89 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:02/28/2023

  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 flew with this airline from ****** to ***** in January. My flight was to depart ***** to travel to ****** at 8pm. We boarded the plane and waited until 11pm for them to deplane us because the captains duty timed out and they could not find another person to fly the plane. They finally cancelled our flight at about 3am. They told us we would get accommodations and transportation to the hotel arranged by Spirit. We were corralled up to customer service all to just confirm our email. We were told to look out for an email shortly to provide details of hotel and transportation. At 4am I approached the customer service desk to let them know I still had not received an email. I was given a piece of paper was told they ran out of hotel rooms and if i can find my own they would reimburse me. I ended up at a sketchy hotel and took an uber to it at 430am. I sent my documentation as requested with a final itemized hotel bill and uber receipt to Spirit Airlines the same day. This was on January 16. I got an email response from them five weeks later again asking for a hotel receipt which I provided. I still have not received a response or reimbursement for my hotel or uber. I lost a full day of work which amounts to $500 for the day plus my hotel and uber that i paid out of pocket. I would appreciate reimbursement as they have promised. Their customer service is terrible.

  Business Response

  Date: 03/23/2023

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I'm so sorry to hear that your flight was canceled due to crew. We do all that we can to prevent these cancellations, but at times they're unavoidable as the safety of our guests comes first. I know that this cancellation threw off your schedule, and I am really sorry about this. While the reality is that delays and cancellations are a very small percentage of our operation, we definitely understand that they are the single greatest cause of frustration for everyone.
  
  
  
  I understand you have had some unexpected expenses. Please attach the Uber receipts that outline the expenses you incurred as a result of this cancellation.
  
  
  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.
  
  
  
  Uber receipts must show the drop off and pick up location, date and form of payment used. 

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19511390
  
  I am rejecting this response because: I am not looking for a reimbursement for my Uber. I gave up on that. I am looking for my hotel to be reimbursed. I have provided the finalized hotel bill within this complaint as an attachment when i created the complaint. Please refer to that. Please reimburse me for the $134.47. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/02/2023

  Hi Crystal, 

  We appreciate your continued correspondence through the Better Business Bureau.

  Please confirm your mailing address in response to this e-mail as I cannot submit your claim without this information.

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19511390
  
  I am rejecting this response because: I have also provided my mailing address through your complaints department. They submitted my request to the refund department and I have yet to hear anything. 

   

  to provide this information as you asked again my mailing address is 

  2 ***********. 

  apt. 4

  ******* ** 01915
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19511390
  
  I am rejecting this response because:

  I have also provided my mailing address through your complaints department. They submitted my request to the refund department and I have yet to hear anything. 
  
  to provide this information as you asked again my mailing address is 
  
  2 ***********. 
  
  apt. 4
  
  ******************* 01915
  

  
  

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

  Business Response

  Date: 04/17/2023

  Hi Crystal 
  
  
  Your check request has been approved. You will receive a check in the mail within the next ***** business days in the amount of $152.32.

• Initial Complaint

  Date:02/27/2023

  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.

  ******* wont allow outside drinks on plane then want to charge $4 for a 12oz can of pop! That's 4 times the amount anywhere else.

  Business Response

  Date: 03/23/2023

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Customers can bring snacks and drinks on board with them if they wish, provided the drinks are non-alcoholic and has a cover. 

• Initial Complaint

  Date:02/27/2023

  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 May 7th, 2022 I purchased a ticket to fly from ******, ** to *************** to attend my nephews graduation that would be on May 20th. Less than an hour and a half before my flight was to to take off, I received an alert that my flight NK473 with confirmation receipt number LEK2KP was disrupted . A little time after, it was cancelled. When using some automatic chat thing (as their customer service line has a never ending wait time) I was given the choice of refund or credit. I chose refund.SOMEHOW, Spirit chose to just book me a later flight. For what? I already MISSED my nephews college graduation, the flight that they rebooked was hours AFTER the graduation. There is zero reason I would accept or approve that. Being that I booked through Booking, I tried to find a solution with not to much avail. They refunded me $159.30 for the return flight. Being that Spirit booked me an unapproved later day flight, they advised me I would have to seek reimbursement from Spirit. So, here I am. I am out $385.72 because of an error on Spirits end for a flight I never approved nor would accept aa being that SPIRIT cancelled the flight I missed an important event . It has been almost a year!

  Business Response

  Date: 03/23/2023

  Hi ********, 
  
  
  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 and as you you booked two separate reservations (LEK2KP and BY6MGL), you were only issued a refund for the canceled flight. 
  
  
  
  I have gone ahead and issued a refund in the amount of $377.59 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: 03/31/2023

   
  Complaint: 19509411
  
  I am rejecting this response because:

  I dont have an account ending in ****. What account is this? I have no received any refunded as advised I would. I am STILL awaiting a refund
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/03/2023

  Hi ********, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau. Im terribly sorry to hear that you havent received your refund.
  
  
  Our records indicate that you secured this reservation using a third party booking agency.
  Typically when that happens, the third party travel agency will collect payment from you, but then use a company credit card to secure the reservation with us.
  
  
  As we are only able to issue the refund to the original form of payment, youll have to contact your travel agency to coordinate the refund.
  
  
  We have released the funds in the amount of $377.59 to the Mastercard ending in **** on March 23rd, 2023.

• Initial Complaint

  Date:02/27/2023

  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.

  Personal Items were stolen from me during the flight on January 21, 2022. I was flying Spirit Airlines from ********* to *******, Flight NK1435. Someone during mid-flight opened the overhead bin and went inside my carry-on bag and stole my purse. Inside my purse were my important essentials needs while traveling. I had $1,500.00 in cash, Drivers License, 1 Debit card, 4 major credit cards and fine jewelry. I was seated in seat 1A and my belonging was in the very first overhead bin. The only people that were in and out of the overhead bins were the flight attendants. I didnt notice someone went inside my carry-on bag and stolen my purse until after I deboarded the plane. I was in the airport trying to purchase dinner from a restaurant and notice my purse had been stolen, I went back to the Gate and was not allowed to get on the plane to ask the flight attendants and staff to check for my purse. I was stranded at the airport without any money or identification.The items that were taken from me were the following:-Louis Vuitton Damier Canvas -Ophidia GG Zip Around Wallet The items that were taken from me were the following:-****************** Damier Canvas Purchased 05/2012 $4,700.00 Qty: 1 -Ophidia GG Zip Around Wallet Purchased 2018 $730.00 Qty: 1 -********************************* Glasses AM00835 Purchased in 2018 $514.00 Qty: 1 - *********************** Cable Bracelet Purchased 08/2020 $1,895.00 Qty: 1 - *********************** Cable Hoop Earring Purchased 08/2020 $315.00 Qty: 1 - *********************** Cable Loop Band Ring Purchased 08/2020 $400.00 Qty: 1 ********* **** GLC 63 AMG Key Replacement Cost $500.00 Qty: 1 - Prescribed Medications

  Business Response

  Date: 03/23/2023

  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 bag was mishandled. As per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with Spirit, Spirit Airlines will not accept liability for the following: Unchecked baggage (baggage that is in the custody of the guest and includes carry-on baggage). 
  
  
  
  I do apologize but, Spirit assumes no responsibility or liability for the following items in or as checked or carry-on baggage: 
  
  Keys,
  
  Jewelry,
  
  Medication
  
  Money, gift cards negotiable papers, and securities

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19509234
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/27/2023

  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.

  My son and I booked a roundtrip flight from ***************** to *************** with Spirit Airlines. When we returned to ********* my luggage bag was not on the carousel. I will note that this was in a small room and with only one carousel. After some time, I reported the issue to a Spirit representative. My son and I, along with a security guard, continued to search for the bag. The security guard even looked outside and in other areas for us. After spending an hour looking for my bag, the Spirit representative told me to set up an account with ***** when I got home and that they would send the bag to me via ***** once they found it. The next day I contacted the same woman at the airport with Spirit to let her know I set up an account with ***** and to ask if they had located my bag. The woman, who would only provide me with her first name **** not her last when I asked, told me that they located the bag at 10:00 that night (our flight arrived at 5:30) She then proceeded to tell me that they would not be sending me the bag via ***** and that I needed to drive back to the airport to retrieve. She even had the nerve to tell me that we did not look hard enough for the bag and that it was there. Aside from the fact that my bag is a very distinct looking bag that cannot be missed, I reminded her that my son and I along with the secuirty guard spend close to an hour looking for the bag. She was extremely rude and said "I don't know what to tell you but you need to come get your bag and you need to get it within 5 days" I was never given an incident report or file i.d which is stated what would happen according to the Spirit website. In addition, the fact that I was forced to drive 1 1/2 hours both directions to go back to pick up my bag is absolutely ridiculous when she had assured me it would be sent to me via *****. I feel that Spirit should refund me for the gas mileage and the time I had to spend traveling to go back to the airport.

  Business Response

  Date: 03/23/2023

  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.
  
  
  While I am unable to honor your request for reimbursement of gas mileage, I have issued a Future Travel Voucher. 
  
  
  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 ************.
  
  
  Guest name: *****************************
  Voucher code: 48231272523100001
  
  Amount: $50.00
  Expiration date: June 19, 2023
  
  
  Guest name: *****************************
  Voucher code: 48231295644400001
  Amount: $50.00
  Expiration date: June 19, 2023
  
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:02/27/2023

  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.

  booked with spirit airlines from ******************** to ***** < ******* February 27th. departure for myself, wife and baby.***** was not able to print my boarding passes, therefore could not fly. They returned my tickets for 3 passengers , but not the fee they charged for baggage check in. They issued a credit instead, that expires very soon in May 2023. I will not be able to use this credit , since i will probably have the same issue in May. I want a refund for my luggage fee that i paid and did not use. I called and emailed a complaint to spirit airlines, but no answer.flight info: DK5TVQ flight #**** ******** - ***** February 27, 2023 3 passengers: *****************, *********************, *******************

  Business Response

  Date: 03/23/2023

  Hi *****, 
  
  
  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 DK5TVQ and I see your bags were refunded in the amount of $154.00 back to your card ending in 1512. 

• Initial Complaint

  Date:02/27/2023

  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 1/27/23 I made round trip reservations on www.spirit.com for 9 family members to fly from **************, ** to *******, ** on 4/17/23 and return on 4/22/23. The confirmation number is TKFJ2A. While making reservation I noticed the Spirit.com website advertised I could change or cancel the flight with no fees 60+ days from departure.On 2/6/23, or 70 days before departure, I saw the prices for the same Spirit Airline flights I booked on on 1/27/23 were $429.95 cheaper. Knowing I could cancel the previous flight with no fees I made new reservations on www.spirit.com for the same nine passengers, on the same flights and paid with the same credit card as previously. The confirmation number is BJVCFA. Minutes later I canceled the reservations I had booked previously on 1/27/23.After waiting 19 days for Spirit to issue a credit of $2,257.02 for the canceled reservations to appear on my credit card, I called Spirit ***************** The representative told me that although there is no fee for cancelling the flights, I am only eligible for a credit with Spirit, and not a credit/refund to my credit card. I asked her where the website, or my receipt stated that information. She referred me to the same website and page I had seen earlier, **********************************************************************************, that shows there are no cancelation fees 60+ days from departure. It does not state that customers who cancel flights 60+ days in advance are only eligible for a credit with Spirit Airlines as opposed to a credit/refund to the credit card.The same nine passengers that had reservations originally will still fly with Spirit Airlines on the same dates and flights as booked originally. I kindly request that Spirit refund the charges for one of the two reservations since it's impossible for us to fly twice on the same flight. We were charged $2,326.97 for the first reservation, and $1,897.02 for the second reservation.Thanks so much for your time and consideration.

  Business Response

  Date: 03/23/2023

  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.
  
  
  
  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 guest 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.
  
  *************************************************************************************************************************
  
  
  
  Please see attachment below from the cancellation page. 

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19506810
  
  I am rejecting this response because:

  The language on Spirit's website regarding canceled reservations is very deceitful, misleading and cunning.  If tickets are nonrefundable after 24 hours of purchase the website should clearly state, "tickets are nonrefundable after 24 hours."   It does not.

  However, it does state, "60+ days from departure change and cancelation fees are free."  That leads buyers, including myself, to believe that if we cancel 60+ days before departure there are no charges and we will get a full refund.  The truth is, Spirit will not refund a single *****.  

  I wouldn't have purchased new tickets and attempted to cancel my original tickets for the same flight if Spirit's website was clear, transparent and forthright.  

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

  Business Response

  Date: 04/02/2023

  Hi ******, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  As stated on the Spirit website. If a Guest cancels a reservation within 24 hours or less from booking, for a flight that is seven or more days away, they are eligible for a full refund in the original form of payment. Guests who are not entitled to a refund will receive a Reservation Credit for the remaining balance of the original purchase after change, cancel, and / or other non-refundable service charges are deducted. 

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19506810
  
  I am rejecting this response. 

  The statement, "If a Guest cancels a reservation within 24 hours or less from booking, for a flight that is seven or more days away, they are eligible for a full refund in the original form of payment," is not applicable in this situation because it does NOT state that refunds are issued ONLY when flights are cancelled within 24 hours. Furthermore, it does NOT state or imply that anyone who cancels flights in more than 24 hours are NOT eligible for a refund, or that other extenuating circumstances don't merit a refund. It only refers to situations when a flight is canceled within 24 hours.  What about customers who cancel 60 days or 360 days in advance, contract COVID, become terminally ill, or even die, etc.? Does this statement apply to them?  No, it only applies to those who cancel within 24 hours.  

  However, stating there are no change and cancellation charges with canceling 60+ days from departure does imply that customers will get a full refund. 

  If Spirit's policy is truly to issue refunds ONLY when flights are canceled within 24 hours, why not change a few words on the Spirit website in an effort to be clear and transparent with customers? 

  Is it because Spirit's intent is to generate revenue by deceiving customers?  I hope not.

  I kindly request that Spirit refund me for the tickets I canceled.  As previously mentioned, my family still has a reservation on the same flight which we will use to fly from SLC to ***.

  Thank you for your time and consideration.

  Sincerely,
  
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