Business Profile

Airlines

Spirit Airlines

Headquarters

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Complaints

This profile includes complaints for Spirit Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,205 total complaints in the last 3 years.
901 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/25/2023
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.
My *********** were going on our honey moon to punta canta, *********************** were flying out of ******* ******** with SPIRIT AIRLINES, our flight was going to ***, ** for a connecting flight to *******, once we got to ******* airport we were told we missed our flight due to our delayed flight in ******* **. The spirit customer service told ** that he wouldnt be able to get us on another flight to punta canta for 3 days!! I said that is not possible, seeing I spent 3,000$ on this trip! So he said I can get you to ******************** airport in ******************, we took that flight & that put us a little over 2 hours away from our destination, we didnt get into 3 am to that airport & then had to try to find a taxi to take us to punta canta, that taxi alone costed us a extra $200. When we got to ******************** our luggage was not there, when the service guy in ******* airport assured ** it would be in ******************** airport, so the next day of calling an calling spirit airlines with no actual help of finding our luggage, I choose to rent a car to go find our luggage, so another $100 to rent a car to find our lost luggage, we first went to punta canta airport to check being it was a closer drive to our resort & our original destination, than taking 2 hour drive we had to take, a airport service man went to **** end to find our luggage for us! Thankfully it was found in punta canta. This was by far the worst experience Ive had with this airline! Not helpful at all & continuously delayed flights! Thankfully we took extra emergency cash with us or else we would have been screwed in a whole different country!
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 Director of Airport services for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

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

While Im unable to issue compensation for your out of pocket expenses. Id be happy to issue future travel vouchers for you.

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: 48208185075400001

Amount: $50.00
Expiration date: June 17, 2023

Guest name: **********;*******
Voucher code: 48208214146500001
Amount: $50.00
Expiration date: June 17, 2023

For information on how to redeem your voucher, click here.
Initial Complaint
Date:02/24/2023
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 believe Spirit Airlines owe the amount of $439 due to their unilateral cancellation of our flights. Reasons:1) Statements of facts: For $716.32, we booked round trip from *** to ***, with details below: 12/25: OAK -> stop at *** -> *** 12/31: ***-> stop at *** -> OAK On 12/25, 3hours before departure, Spirit cancelled the incoming flight. We asked the agent and no flights were available in nearby airports in 4 days, and the only option is the 12/26 flight from *** to ***. We are suggested drive to the *********** with a total gas cost of $205 and airport parking cost of $72 (evidence available on request). As our car is parking in ***.I messaged spirit airlines (via ******** to change our returning flight from *** to ***. The agent said they only "canceled the last leg of the flight NK 692 (*** to OAK)" for the returning - see the screenshot for details. However, later we checked and found the entire 12/31 flights were canceled. We have to rebook with spirit (confirmation# XCI63Y) for 591. 2) Summary of the owed amount: Given that we spent $868 in total as a result to Spirit's a) incoming flight cancellation and b) returning flight cancellation, all not initiated by us. Since you have already partially refunded $429, Spirit can choose to mail me a check for the amount of $439. Please see the demand letter attached for my full address. Based on the foregoing, I expect payment in the amount of $439 made payable to me, *************, no later than March 12, 2023. (I can be reached at the phone number or address below.) If Spirit decides to ignore this demand for payment, I will further pursue all legal remedies available without further notice. This letter serves as evidence that I have attempted to resolve this matter informally. Sincerely, ************* Tel: ********** email: *******************
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 see that you've submitted your correspondence to the **************************** (DOT). As such, our DOT correspondent will be in contact with you to address your concerns.
Customer Answer
Date: 03/21/2023

Complaint: 19495361

I am rejecting this response because: my initial complaint submission to DOT is 1/2/2023. And now 4 months passed, no information has been provided me other than saying you receive the complaint. I am urging you to please refund us asap (definitely before end of March) or we will proceed to *** you in the small claims court.

Sincerely,

*************
Business Response
Date: 03/22/2023
Hi Li,
I see that you've submitted your correspondence to the **************************** (DOT). As such, our DOT correspondent will be in contact with you to address your concerns.
Customer Answer
Date: 03/23/2023

Complaint: 19495361

I am rejecting this response because: you claimed that the *** team will handle this case. However, our *** case is opened on 1/3/2023, and on 2/7/2023 spirit promised there will be a formal response by 3/3/2023 (see attached screenshot). However, as of 3/23/2023, there has been no one contacting us. We urge that the spirit team that responses to BBB complaints refund us asap, and definitely by the end of March.
Sincerely,

*************
Customer Answer
Date: 03/28/2023

Complaint: 19495361

I am rejecting this response because: you claimed that the *** team will handle this case. However, our *** case is opened on 1/3/2023, and on 2/7/2023 spirit promised there will be a formal response by 3/3/2023 (see attached screenshot). However, as of 3/23/2023, there has been no one contacting us. We urge that the spirit team that responses to BBB complaints refund us asap, and definitely by the end of March.

Sincerely,

*************
Business Response
Date: 03/28/2023
Hi Li,
Per the *** Team--
Hello LI,

Weve received your note from the **************************** (***), and we are sorry to read that you didnt have the positive experience we strive to provide all Guests. When a Guest contacts an airline through the ***, the airline has 30 days, from the date the complaint is received, to provide an initial response. In addition, the airline has 60 days, from the date the complaint is received, to provide a final response. We want you to know that were researching this matter for you and will provide you with a complete response as soon as possible. We thank you for your patience while we look into this further.

In the meantime, if theres anything else you need, please dont hesitate to reach out to us. We're here to help.

Sincerely,
Spirit *** Compliance Team
Customer Answer
Date: 03/31/2023

Complaint: 19495361

I am rejecting this response because: the *** complaint was received by Spirit on Jan 3, 2023. The 60 day response deadline is March 4, 2023. However, it is ***** now and no response was provided by Spirit.

Sincerely,

*************
Initial Complaint
Date:02/24/2023
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.
Member **********. I did not receive my SQP points for $330 in unjust baggage fees on my supposed free personal bag for two flyers RT .. missing **** SQP points. or refund me for the bag fees that should of been free
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 have reviewed your reservation VHVDUZ and your account, and I do see you received the correct SQP's for your baggage charges.

66 SQP's for the ******* flight and 99 SQP's for the ******* flight. Please be advised SQP's are issued for purchases that applied specifically to you.
Initial Complaint
Date:02/24/2023
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 purchased tickets for me and a coworker from spirit going from ******* to ********* for an important business meeting. I purchased tickets more than 2 weeks in advance for the flight on 1/13/23 departing at 7:25 AM. The day before which was 1/12/23 I checked in for the flight through the spirit app and received our 2 boarding passes. The morning of the flight I arrive at the airport over 2 hours before the flight but see they sent me an email at 4:50 am , 2 hours and 35 minutes before our flight takes off and in the email it said they changed our itinerary to a 10pm flight which we would miss out meeting in *********. I call spirit customer service well before the 7:25 flight is to take off and the representative says we missed our flight like we didnt show up and the plane took off without us. I explained the flight doesnt leave for 2 more hours. The spirit rep ******* explain anything and said we were refilled at 10pm and that was finalized. I said we would miss our meeting and demanded a refund. Ridiculously she said theres no refund for cancelling within 24 hours but Im cancelling a 10pm flight I never booked. They did that because of their huge error. We ended up having to pay over $800 to get a flight with United airlines at 8am which I feel spirit should reimburse me for. I emailed spirit and got a few responses where they didnt even recognize what I was saying and wouldnt take responsibility for their mistake. They cut off communication. Refused to call me to discuss and pretty much have stolen my money and I cant get a hold of them. Please help. I want to be compensated $1100 Ive added screenshots of the emails that followed my initial email to spirit customer service explaining exactly what I explained to you above. Ive also added screenshots of the email of them changing my itinerary with the 5am time circled as well as a screenshot of the call I made the morning of showing the time being 2 1/2 hours before our 7:25 flight.
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 that your recent experience with us was not pleasant. I want to research this matter for you, so Ive gone ahead and requested a station report. Once the reports are gathered, Ill be in touch with you. The investigation may take some time to complete, so I thank you in advance for bearing with me through this process
Initial Complaint
Date:02/24/2023
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.
My flight was booked for 2/3/23 however the day before my flight we went to visit my mother-in-law and upon showing up at her home found that she had passed in her sleep. I called the airline 30 hours before the flight to cancel. I was told over the phone that they could not offer a refund but if I emailed their customer service and provided a "doctor's note" that they would be able to - which again was pretty insensitive because what would a doctor's not even say for something who is already dead? When I asked where I would find this form all the person said was "www.spirit.com" which in itself I found to be rude as this is pretty obvious - instead of actually telling me where to navigate within the website. On Friday 2/3/23 I submitted a form through their customer service. They got back to me the following Monday (2/6/23) and said they'd be happy to help if I could provide a death certificate or obituary. On 2/13/23, I was able to send them the obituary they had requested. I never heard back and sent a follow-up email 2/20/23 but still haven't gotten any response at all, when they originally responded in just a single business day. I found the person I spoke with over the phone to be very insensitive and the fact that they've just chosen to ignore my email correspondence has just added to that. I just want my flight refunded.
Business Response
Date: 03/20/2023
Hi ******,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

On behalf of Spirit, we would like to extend our deepest condolences to you and your family. We understand that unexpected curves are part of life for everyone, and Spirit truly does sympathize with each one of our customers during these times. My heart goes out to you.

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 $99.18 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: 03/20/2023

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:02/24/2023
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.
Hi there I am going to bullet point this.I made a reservation I then called about the reservation to make an accommodation request.The agent moved the seat but was not successful in making the full accommodation I then spent almost 6 hours on the phone on the 21st, at one point an agent was successful but then rescinded the accommodation The last three agents insisted to go to the airport to take care of the issue, despite my information relayed to them that my experience with spirit is that 50% of the time the desk agents tell me that customer service should be the ones to handle that before the airport.on the 22nd, at the airport, it was confirmed that the accommodation was not put in and to call the number I then spent about an hour on the phone before I got the 'preferred ***** agent.On this call she had me uncheck in since there was not enough time to fix the issue AND get to the boarding terminal.Because of this error by spirit, she suggested moving the ticket...and she found a ticket exactly one week later for the same price and she waived the fees.I was to get the updated ticket in one hour.It never came.I then spent roughtly another 5 hours between the 22nd and 23rd on text and call asking for the ticket. 8 times I was told 'it will be received in 1 hour because of our system'...8 times it never arrived.As of the afternoon on the 23rd, there was information that a fee was being added, which is equal to the price of the ticket. Originally it was for a second ticket, I explained I did not need a second seat ...then the fee was for the 'price difference' when I referenced the agent to look at the site where they could see the flight price was still the same during the call...this fee then became for a 'modification' request. When I explained I did not modify the ticket, prior agents did not make the accommodation request that prevented boarding...the fee was then for something else. So this 'fee' is for many things it seems: a 2nd seat, price di
Business Response
Date: 03/20/2023
Hi P,

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.

Itinerary changes are subject to a per guest service charge, plus any difference in airfare for the alternate requested date(s) or flight(s), and any difference in government taxes and fees. When you requested to change your flight from 02/22/2023 to 03/01/2023 there was a modification fee added to your flight.

Additionally, Zone 1 boarding is for those guest who purchased a carry-on bag for their flight, as there was no carry-on bag added to your reservation, you were not issued a Zone 1 boarding pass. Please be advised our agents cannot change Zone's on the boarding pass.

Please know that, All Spirit fares and optional services are purchased as non-refundable. I see you were issued a reservation credit for your flight as a courtesy.

The information to your credit is below.

Reservation Code: JN7JKH
Amount: $71.89
Expiration date: June 06, 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: 03/21/2023

Complaint: 19491213

I am rejecting this response because: You seemed to have misunderstood (perhaps intentionally?) the body of the complaint. You can issue the refund for the ticket to the bank, or I can file a policy report and reference the executive board for the fraud. Per the notes in the issue, you can see one of your supervisors already have both informed me and notated on the record for other reps to read that Spirit is encouraging me to contact the police to file a report for fraud and theft of your company. Please let me know if you need the content of this message delineated and broken down in simpler terms for understanding.

Sincerely,

P Kie
Business Response
Date: 03/21/2023
Hi P

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:02/24/2023
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.
Trip confirmation: GH48XZ The second leg of our flight to *********** was cancelled just hours before our flight time, leaving us scrambling at *** to find another flight so we didnt miss time at our AIRBNB , -which was prepaid and non-refundable. We have received a refund for ticket costs but are requesting the difference in flight costs (rebooking with another airline) and the cost of one night missed at our resort. The refund issued was $448.56. Our new last minute flight cost with Jet Blue and baggage fees totaled $1459. A night at our AIRBNB without fees is $203. Doing the math, that is a difference of $1213., that we have lost. That is not counting meals stuck at the airport, plus our vacation time which is priceless. We were told we would not receive additional compensation due to it appearing to be a weather-related issue, -which it was not. Our flight from ****** to *** was the leg cancelled. The weather In ************ was 48 degrees and sunny. The airport (see photo) shows very few delays, with good conditions.Had we waited to fly out the following day we would have lost an additional whole day of our vacation. We chose to make the best of a bad deal and get the soonest flight out. We are asking for compensation for the above. The chaos and confusion in the lines and at the Spirit Airline counters was like something Ive never experienced before. This would have been our first time flying with Spirit and it has been an awful experience. I am asking for contact and compensation. Sincerely, ***************** *************
Business Response
Date: 03/20/2023
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, 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.
Initial Complaint
Date:02/24/2023
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.
Flight **** from *** to *** was canceled and spirit would not refund me .
Business Response
Date: 03/20/2023
Hi Melody,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

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.

I have reviewed your reservation PDR9FV and I see your refund was processed in the amount of $79.00 back to your card ending in **** and a credit was issued in the amount of $320.78 as your flight was booked using a credit.

The information to your credit is below.

Reservation Code: PDR9FV
Amount: $320.78
Expiration date: May 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:

******************************************************************************************************************************
Customer Answer
Date: 03/20/2023

Complaint: 19489958

I am rejecting this response because:
I was left stranded by spirit airlines . I will never fly with them again as theyre very unreliable. The original ticket was booked and canceled a few hours later . When trying to use the credit I was stranded overnight at the airport. Requesting for them to please refund me

Sincerely,

***********************
Business Response
Date: 03/21/2023
Hi Melody,
We appreciate your continued correspondence through the Better Business Bureau.

As your original flight TLFF6K was not booked 7 days in advance, your reservation was not eligible for a refund.
Customer Answer
Date: 03/21/2023

Complaint: 19489958

I am rejecting this response because:
I am not satisfied with spirit airlines response. I have asked them for a refund

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: 03/24/2023

Complaint: 19489958

I am rejecting this response because:
i Am requesting a refund as the credit is useless to me.

Sincerely,

***********************
Initial Complaint
Date:02/24/2023
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.
Flight NK2455 out of ****** to *** was delayed over 4 hours due to maintenance issues and then cancelled. Since we had boarded and deplaned for the maintenance issue they refuse to issue a refund. Did they board us purely to find a loophole to deny us a refund?My booking reference is VDS8RI
Business Response
Date: 03/20/2023
Hi *****,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

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.

I see your refund was processed in the amount of $157.78 back to your card ending in 4756.
Initial Complaint
Date:02/23/2023
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 lost my luggage with Spirit Airlines
Business Response
Date: 03/20/2023
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 sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.

Please know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at www.spirit.com/bagclaim and must include a completed online claim form inclusive of all the required documents.

To have a Claims Specialist assigned to your file, please submit a claim through our *************** web portal at the link below. You will be asked to enter your Last Name and File ID *************.

www.spirit.com/bagclaim or *****************************************************
Customer Answer
Date: 04/05/2023

Complaint: 19458156

I am rejecting this response because:
Spirit did not propose anything new from the games they have been playing with us from the very beginning of the complaint.

Sincerely,

**************************************
Business Response
Date: 04/10/2023
Hi *****************,

We appreciate your continued correspondence through the Better Business Bureau.

We're sorry again that your luggage was mishandled. I see that we have issued a $100 Future Travel Voucher for each of you, and also refunded your $79 bag charge. I understand that you are having trouble submitting your claim. I have reached out to our Central Baggage Team to have them follow up with you directly.

If you have any concerns regarding any other issue, I'm here for you.

Sincerely,

Dedrie
Corporate Consumer Relations
Customer Answer
Date: 04/13/2023

Complaint: 19458156

I am rejecting this response because:
No one ever called us from the company. They are just playing games with us. This is the company's common practice. It is so frustrated

Sincerely,

**************************************

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