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, Inc

  3400 E Sky Harbor Blvd Terminal 2 Phoenix, AZ 85034

• 

  Spirit Airlines

  7200 Ne Airport Way Portland, OR 97218

• 

  Spirit Airlines

  5300 Riverside Dr Concourse B Cleveland, OH 44135

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:02/27/2023

  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.

  Had booked a RT flight with Spirit from ****** -> *******. The onward flight was not great but at least it took us. But chaos unfolded on 25-Dec-2022 on return flight day.We were told the flight is delayed in parts for 4 hours until ultimately they cancelled the flight. The reason given was winter storm Eliott. Huge mess to get our checked baggage back to us. Our expectation was they would rebook another flight for us. Huge lines to talk to staff at *** who just offered refund or credit for the paid fare($250 for 4 ppl) towards new booking(~$1300 due to time of the year and last minute prices). It was impossible for us to afford that. We were stranded there in a hotel for almost 4 days - chatting with spirit agents on if they can put us on any plane going to *****. Not even food vouchers were offered to us.Ultimately we had to make our own arrangements coming back and got a refund from the carrier. But this is an effort to hold the airlines accountable to flying customers to their destination whenever time permits in case of such unforeseen circumstances. Offering them a refund or credit is not enough in such circumstances. Some people might be happy taking them and making their own arrangements. But most passengers want to get home sooner or later without putting much extra. The airline offered me vouchers but they're moot since I'll never fly with them in the future. Expecting some other form of compensation is expected for my frustration, unexpected lodging and making my own arrangements for the return.

  Business Response

  Date: 03/23/2023

  Hi Amit, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I am so sorry that your flight was canceled due to weather/Air Traffic Control. We do all that we can to leave on time, but the safety of our guests and crew will always come first. Air Traffic Control (ATC) ensures the safe operation of all aircrafts flying at any given time. When there is inclement weather, ATC makes sure that there is enough safe space between aircrafts. Delays and cancellations may occur due to the limited airspace during times like these.
   
  When this happens, we can re-book you on the next available Spirit flight or we can issue a refund of the unused portion of your itinerary. As requested, a refund was processed for your canceled flight. 
  
  
  
  When it comes to a flight cancellation caused by severe weather, Air Traffic Control decisions or other issues outside of Spirits control, we dont offer reimbursement for the other airline or hotel accommodation for such events, since they are out of our hands.
  
  
  
  When these situations occur, the options are re-accommodation on the next available Spirit flight or if this option is unsatisfactory, a refund of the affected flight is issued. 

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19506165
  
  I am rejecting this response because:

  Exactly my point.I'm not arguing inclement weather and ATV decisions. The option of "re-accommodation on the next available Spirit flight" was not offered to me at all. You can confirm this with the ground staff at ***************. 

  
  

  I had to bore lodging expenses for 4 days only to take a refund - which would have made sense on the cancellation day itself. Also needless to say the refund was meagre as compared to my return flight cost. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/23/2023

  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: 03/23/2023

   
  Complaint: 19506165
  
  I am rejecting this response because:
  The carrier is in violation of its own terms. They have failed to provide an acceptable resort to stranded passengers in case of trip interruptions and their customer service has been has third class shame. Wonder how the *** is still allowing them to operate in ***.

  Low cost doesn't always translate to low quality but in this case it has.

   

  Please provide "Common Carrier's statement of delay" to escalate this further. 

  
  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.

  Have a flight with spirit airlined with confirmation nos NJKD2Q|RYMNSR|FW7ITE|MLBWPN. I have high risk pregnancy and I am getting the runaround for a travel credit. Spoke to two people who could not help me just put me on hold for extended periods.

  Business Response

  Date: 03/22/2023

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  
  Im sorry to hear about your medical emergency that prevented you from boarding your original flight.
  
  I kindly request a copy of any documents validating your emergency, so we can issue the proper reimbursement for the affected flight.

• 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.

  Hello BBB,I booked a trip with Spirit Airlines on 2/20/2023 to *******, ** for $516.24. I was attempting to use 4 different $50 vouchers that totaled $200 that I received from Spirit Airlines due to a previous trip issue.When attempting to use the 4 vouchers in the checkout page on Spirit's website I was only able to apply 2 out of the 4 vouchers. After contacting Spirit's customer service team on 4 separate occasions, I was only able to use the 2 vouchers for a total of $100.I was told on the phone by Spirit's customer service team that there was no limit on how many vouchers I could use at checkout but I was still only able to apply 2 of the 4 vouchers for some reason. Then I was told by a Spirit customer service employee that I should just go ahead and checkout/book the trip and then I can call back and apply the last 2 vouchers to a refund. So I followed there recommendations and booked the trip with only applying 2 vouchers. When I tried calling back, I was connected with a different representative who said that I was told false information and that the other 2 vouchers couldn't be applied after the trip was already booked. This leaving me with a larger checkout total than I expected and I still have 2 vouchers that aren't used.So not only was I lied to about being able to apply the 2 remaining vouchers after I booked the trip but now I have 2 un-used vouchers that I don't want to use on another trip because then I would need to pay more money for a trip that I'm not actively planning.

  Business Response

  Date: 03/22/2023

  Hi *********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  
  I truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our *********************** Team for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
  
  
  The value of a Future Travel Voucher is applicable towards the flight only portion of the Base Fare and not of the flight price. In order to view the amount that your voucher should cover, when you're booking your flight on spirit.com, once you click the drop-down arrow next to Flight Price, your voucher will go towards a portion of the Flight breakdown. Vouchers will not cover any additional government surcharges, passenger usage charges, or compliance fees. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. You dont have to fly by the expiration date, just make a reservation before it expires.
  
  
  
  I do apologize but I am unbale to override the features of the voucher. 

• 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.

  Spirit airlines refused to sit me and my toddler together on our flight unless we paid additional money on top of 2 tickets that were purchased month in advance. They were booked with the same confirmation number and the airline was notified of the Childs age. When I called to get assistance, the agent was rude and not empathetic in the slightest. I even reminded her that the call was recorded and the way she spoke to me was very condescending. I asked to a supervisor, she did not transfer me over. Then she gave me the wrong information, stating if I paid a certain amount all travelers on my confirmation could fly together, after agreeing she then changed the information. Very unsatisfied and unhappy with the unprofessionalism and lack of SAFTY on the airlines part.

  Business Response

  Date: 03/22/2023

  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 Reservations Management Team for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
  
  
  Please know that we do not want young children to be seated without a parent. If during a random seat assignment, a young child is separated from a parent, our ************* Agents (GSAs) at the airport will work with our Guests to assign seats next to one another, if they are available. In the event seats are not available next to one another, our Guests may alert our Flight Attendants to their request. Flight Attendants may solicit volunteers to swap seats, but this process is entirely voluntary, and we cannot guarantee a volunteer.
  
  We do provide our Guests with the option to pick a seat of their own before the time of their flight. If our Guests do not *************, we'll provide them free seats but, as mentioned, it will be given at random. Please note that we cannot guarantee that you'll be sitting with your family member at the time of the flight should you decide not to pre-select seats.
  
  
  For more information on purchasing seats in advance please visit:
  ****************************************************************************

• 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.

  I flew via spirit airlines yesterday from ************** (spirit 323) to ********************* yesterday. As we arrived to get our bags at the baggage claim we waited for over 1:30 hours . The 2 assistants who were there were stressed and did not assist me or any of the customers. Because of this absurd, we lost our transfer/taxi in the amount of 80 dollars.

  Business Response

  Date: 03/22/2023

  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.
  
  
  Were sorry that your most recent flight experience was unpleasant. There are several factors that impact the delay in receiving your luggage. As the bags are offloaded from the aircraft, they are offloaded one by one, each bag must be scanned, separated (if the bag is connecting to another flight) loaded on to the luggage cart and driven to the baggage carousel. Once they arrive to the carousel, they must then be scanned again one by one for tracking purposes and loaded on to the belt. 
  
  Additionally, if it is raining or the ramp is closed due to severe weather, this process will take longer. 

• 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.

  The first flight in *************** was delayed 9.5 hours and the next flight home on the 11th or 12th 3.5 hours Confirmation Number: ZYJ5VE. This covered both ************************* and *************************** one flight was Feb. 4th that became Feb. 5th and the other was Feb. 11th. I only have a record of a $50 voucher and for the second flight a $14 food voucher which we did not use or receive in hand. We think that the **************************** and the *** will disagree that guidelines where not followed. The customer service attendant argued that the backup airport was not safe and therefore we had a delay that it was not machinal. This was a lie as they told us the backup airport to Lima and we say other airlines time and again land there while our plane sat on the tarmac. In both instances we boarded the plane and had to *******. Hotel lodging was required by law. It was not offered. Meals were required and reimbursement for the flight as well. Each person *********************** and ******************* are requesting. A flight credit for $600 for the first flight and $400 for the second flight and a 24 month membership for Spirit's ********************** Also this should not be refunded to ****'s credit card since I paid my half to him in cash. We also would like the $14 vouchers reissued. So in total we are requesting $1,014 in refunds each or $2,028 total. We would prefer if some can be paid in cash and some issued as a voucher to be used in 24 months. By March 10th if this is not resolved all complaints will be filed DOT, ***, and the ** and ** Attorney ************ of ******** Affairs. Also please add all flight point to Spirit Account #**********. Lastly it is not acceptable that the $50 vouchers or any vouchers expire in May. All vouchers should have a 24 month expiration or issue all cash. Thank you very much. The address that was billed was ***********************, *****************************************************************. ** Govern yourself accordingly, *******************

  Business Response

  Date: 03/22/2023

  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 ZYJ5VE and I see your flight LIM-*** was not delayed but moved ** in time by 5mins. Your flight was out of the gate at 11:48pm and off the ground at 12:04am. 
  
  
  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.
  
  
  As your flights were boarded and travel is complete , I am unable to honor your request for a refund and additional reimbursement. I am also unable to issue meal vouchers as those are only issued at the airport. 
  
  
  
  I've added points from reservation ZYJ5VE to your FREE SPIRIT account **********. Currently, your account reflects ***** points. To view your FREE SPIRIT account, please log into your account at spirit.com.
  
  
  
  Please provide the confirmation number to your February 4th flight so I may look into this for you. 

  Business Response

  Date: 03/22/2023

  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 ZYJ5VE and I see your flight LIM-*** was not delayed but moved ** in time by 5mins. Your flight was out of the gate at 11:48pm and off the ground at 12:04am. 
  
  
  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.
  
  
  As your flights were boarded and travel is complete , I am unable to honor your request for a refund and additional reimbursement. I am also unable to issue meal vouchers as those are only issued at the airport. 
  
  
  
  I've added points from reservation ZYJ5VE to your FREE SPIRIT account **********. Currently, your account reflects ***** points. To view your FREE SPIRIT account, please log into your account at spirit.com.
  
  
  
  Please provide the confirmation number to your February 4th flight so I may look into this for you. 

  Business Response

  Date: 03/22/2023

  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 ZYJ5VE and I see your flight LIM-*** was not delayed but moved ** in time by 5mins. Your flight was out of the gate at 11:48pm and off the ground at 12:04am. 
  
  
  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.
  
  
  As your flights were boarded and travel is complete , I am unable to honor your request for a refund and additional reimbursement. I am also unable to issue meal vouchers as those are only issued at the airport. 
  
  
  
  I've added points from reservation ZYJ5VE to your FREE SPIRIT account **********. Currently, your account reflects ***** points. To view your FREE SPIRIT account, please log into your account at spirit.com.
  
  
  
  Please provide the confirmation number to your February 4th flight so I may look into this for you. 

  Business Response

  Date: 03/22/2023

  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 ZYJ5VE and I see your flight LIM-*** was not delayed but moved ** in time by 5mins. Your flight was out of the gate at 11:48pm and off the ground at 12:04am. 
  
  
  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.
  
  
  As your flights were boarded and travel is complete , I am unable to honor your request for a refund and additional reimbursement. I am also unable to issue meal vouchers as those are only issued at the airport. 
  
  
  
  I've added points from reservation ZYJ5VE to your FREE SPIRIT account **********. Currently, your account reflects ***** points. To view your FREE SPIRIT account, please log into your account at spirit.com.
  
  
  
  Please provide the confirmation number to your February 4th flight so I may look into this for you. 

• Initial Complaint

  Date:02/26/2023

  Type:Service or Repair 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 booked a flight for me and my older brother for a roundtrip going from *** airport on Spirit Airlines to *************** *******. Confirmation code LCBFRL We purchased the tickets and 1 checked bag online for $877. We arrived at the airport at 5:15 a.m our flight #*** doesn't depart until 6:40 a.m. We were at the kiosk until a spirit employee told us to get in line. I am disabled & in a wheelchair, my right leg is paralyzed. At the counter we argued with the ************************* employee about the kiosk for my carry on bags. He said we have to go back to the kiosk to buy our carry on & personal bag. I thought it was supposed to be free but anyway I did as he said. We purchased the 2 bags for $185. We went back in line only to be told my flight left. Now mind you my flight departs at 6:40 a.m but it was only 6:00 a.m I asked him what does he mean the flight left it's still early. He said the gate is CLOSED and their are no more seats. Now mind you my tickets are PRE BOOKED so I knew he was lying. I said if the gate is closed put me on a different flight. He said he couldn't do that & said I'd have to purchase my tickets online again. I said then I need a full refund for this 2 adult roundtrip that cost me $877 and for the $185 for the carry on & personal bag he told us to buy even though he knew the gate was closed. He said theirs no refunds it's non refundable. We were basically STRANDED at this airport a hour away from home and lost ALL of our money that's basically over $1000 lost because of spirit airlines. I was traveling to see my 11 year old son that I haven't seen in a year because I was in the hospital for 6 months. I promised my son I would make this trip to ** because I miss ******** misses me as well. Well you know what he thinks mommy went back on her promis because I couldn't make the trip to *******. Well thanks spirit airlines for THAT. I've called and emailed spirit so many times I lost count. They Did NOT give a resolution to this problem

  Business Response

  Date: 03/22/2023

  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.
  
  
  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. 
  
  
  
  Upon reviewing your reservation, I see you were issued a full reservation credit for your missed flight. 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: LCBFRL
  Amount: $1,031.56
  Expiration date: June 16, 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:
  
  
  ******************************************************************************************************************************

  Customer Answer

  Date: 03/23/2023

   
  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. Even though I had to pull teeth to get my money back y'all. Go through he'll & high waters y'all which took a whole month by the way. I do not recommend spirit in the future but their response is finally satisfactory to me.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:02/26/2023

  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.

  An accidental booking was made for right the next day, I did not mean to book it I was just wanting to see the total cost of the booking and I did not even realize the date either. as we get closer to the end then I saw total cost, and when I tried to back out of it some technical issue had to happen or something because I was getting out of the screen it was loading then I get a "YOUR BOOKED" AND HAS THE FLIGHT DETAILS LISTED. I was so upset because I saw the charge was $487 but chat agent says it is $435 that I was charged and I requested to get a full refund because I did not book it, it was accidental due to some sord of tech issue or bug with there website. immediately when I saw that page I got onto my phone and called and got on a chat since 11:04pm I was waiting for someone on both ends to get an answer, chat said 30 minutes which turned out to be a wait of 5 HOURS finally got a response at 4am then the agent sends me a form to fill out and leaves chat,then I wait another hour , and phone support said 10 minutes No response the call just dropped .When the chat agent answered I explained everything and she said I could not get a refund. Im 39 weeks pregnant and 2 days!!! why would I intentionally book a flight when I am close to giving birth any day now, let alone I cannot even get on a plane and just fly to ******* close to my due date!! I am extremely upset I cannot receive a refund back to my form of payment when I did not even want to book it all because of a possible glitch or whatever. Then I am told it would be $119 to cancel for each guest??????? just ridiculous. So on top of taking my money from an unwanted accidental error booking yall want more money which would equal to a total amount of literally almost $800???I want my full refund that I was charged for the flight back to my debit card, I did not sleep all night At around 8am I was still getting no where and I gave up, I am about to give birth and it just ridiculous confirmation#EEKDHC

  Business Response

  Date: 03/21/2023

  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. 
  
  
  
  I do apologize but I am unable to honor your request for a refund. 

• Initial Complaint

  Date:02/25/2023

  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.

  Confirmation number: FJMM8A, DCQGQI, NK63HQ, JJWZND -departing Feb. 15 ******* TO ********* returning back Feb. 19 2023 ********* TO ******* Originally we were scheduled to fly out Feb. 15th departing at around 8pm, we arrived about **************************************************************** rep did not allow us to check in and said we had to had to buy a new flight. I asked him when would be the soonest flight and he said the 17th. We were traveling to ********* because my daughter does competitive cheer and she had to be there to compete on the 17th, so as you may guess that was not going to work for us and all the spirit rep said "there is nothing I can do, this is it". We had no other choice than to book another flight with ****** Airlines at $238.90each (for six passengers) AND we had to pay for a hotel which was $279.70. To later find out our original flight did not depart ******* until 2:45am the next morning. As you might assume, this was one of the biggest inconvenience we have ever had, I had to use my credit card which impacted my credit score, on something that we should have not had to pay for if we would have been allowed to board the plane. Then on the way back we were told we did not have to pay for our carry on by one other the other reps, to our surprise at the gate we were forced to pay for it... another $99 for two additional carry on's. This is not acceptable, we need a full refund of the flights and the hotel and other airfare refunded as well.

  Business Response

  Date: 03/21/2023

  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 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.
  
  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:
  
  **********************************************************************************
  
  As per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with Spirit, even in the event of a delay, we still highly recommend that you arrive at the airport and remain at the gate based on the original time of departure.
  
  
  
  I have reviewed your reservations and I see all refunds were processed. I do apologize but we are unable to honor your request for reimbursement of your out of pocket expenses. 

• Initial Complaint

  Date:02/25/2023

  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.

  Spirit airlines canceled my flight only hours before the time and they would not accommodate me and my 3 kids in a hotel. I was told by a supervisor that my voucher was approved around 4 am est and when I had not received the email I called back and was told I was not approved for a voucher. When I asked to speak to a supervisor the supervisor got upset and hung up on me. When I called back for a refund they said they would charge me a cancellation fee. THEY CANCELED MY FLIGHT! Why should I pay for a fee. I requested my money to be returned and booked a flight with American. Im looking to get a full refund.

  Business Response

  Date: 03/21/2023

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  
  I truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our *********************** Team for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
  
  
  I 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. Our records show you were rebooked for the following day but did not take the flight.  As requested, a refund was then processed for your canceled flight. 

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19497392
  
  I am rejecting this response because: (see email response below)

  My problem was not the next available flight options but the displacement of me and my kids. We were traveling for a funeral, and we had nowhere to stay. I contacted Spirit and a rep said they would try to get me a hotel room. when they called me back, they said it was approved and that I would get an email but I never did. When I contacted spirit again they said that this was never approved.
  
  
  
  I was not treated kindly, and I was traveling with 3 children. I think the least they could do was board us in a nearby warm place to sleep until the next flight out. I'm seeking full reimbursement in light of that and I was only reimbursed the flights I did not take. I believe I'm owed what spirit should have covered for my safety and the safety of my children. every other airline accommodates their passengers when something like this happens, especially those traveling with children. Spirit does not take any of that into consideration!
  
  
  
  ***
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/22/2023

  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.