Complaints

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

close

Find a Location

Spirit Airlines has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines, Inc

  3400 E Sky Harbor Blvd Terminal 2 Phoenix, AZ 85034

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:02/21/2023

  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 purchased a flight on January 12th 2023 with spirit airlines. I attached supporting documentation with my claim regarding Spirt Airlines attempt to help with my issue. My original flight was delayed by an hour which caused me to miss my flight and I was then rebooked through spirit airlines to travel via plane from **********, ********** to my final destination of *********, ************** over the course of three days. They had told me that I couldnt get a refund because my flight was not delayed by two hours. It would be unreasonable for anyone to travel over the course of three days living in airports to get to their destination. I then requested a refund and then was given credits for another flight in which I wont be able to use because I have no time off for work for the rest of the year. Overall the customer service was poor and I ended up having to spend $500 the night of the flight for a new one to ************** because Spirit Airlines had no reasonable way to accommodate me.

  Business Response

  Date: 03/16/2023

  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 see your flight was delayed due to weather/ATC. 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.
  
  
  
  As a courtesy, I have gone ahead and issued a refund in the amount of $160.18 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: 03/18/2023

   
  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:02/21/2023

  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 02/08/2022 I booked a flight at Spirit Airlines. The flight booked was for April 16th. That is: 69 days!!! Before the flight. Before I even booked, I carefully read Spirit cancellation The policy reassures the consumer that plans can change and they got me covered! The policy clearly states: Changes or cancellations made 60 days or more before your trip is free.For our convenience, the airline highlighted in a clear table the fees involved in canceling a flight.Since I had absolutely no doubt in my mind that my flight is more than 69 days away, I went ahead and canceled this reservation and REBOOKED with the SAME airline Spirit. Upon canceling, I clearly saw the message in front of my eyes that a full refund will be issued!In addition, I received a confirmation receipt, stating that 0 = zero charge will be made on this cancellation Thus, there was absolutely no sign, warning, or alert that stated clearly that I will be losing 1126$ just because I decided to change the date and fly with the SAME COMPANY! No alert, warning, or text warned me in advance that there will be no refund. On the contrary, all the content on their website suggested that a refund will be issued especially when the flight is SO. Far away.Spirit contacted me saying that their airline is Known to be non-refundable which I think is laughable, to say the least. No service or product was granted! My cancellation was 69 days before departure which is more than reasonable even according to their policy, Thus, Im asking for an immediate resolution to my claim.Customer service emailed me, basically forcing me to fly with them in the next 90 days and spend the 1126$ "credit". I'm not interested to be forced flying and want my money back!Attached: Spirit cancellation policy which is VERY misleading. Gives the impression that at 60+ you can cancel with a full refund. Another misleading is attachment 2 - showing the receipt that indicates that there will be ZERO charges in this order

  Business Response

  Date: 03/16/2023

  Hi Elad, 
  
  
  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. 
  
  
  
  Per the cancelation policy notated on our website: Guests who are not entitled to a refund will receive a Reservation Credit. 
  
  
  
  Although your flight was canceled 60+ days in advance, it was not canceled within 24 hours. As your flight was canceled outside the 24 window and as per the website, you were issued a reservation credit and no cancelation fees. 
  
  
  
  Since a dispute has been filed, and your bank has opened an investigation into these charges, please allow your bank to complete its investigation. 

• Initial Complaint

  Date:02/21/2023

  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.

  Company charged my card for another persons flight and customer service refused to refund

  Business Response

  Date: 03/16/2023

  Hi ****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  We value the privacy and security of our passengers, and we take fraud very seriously. If you suspect your credit card was compromised, kindly contact your financial institution to file a fraud claim. A bank official will direct you through the proper channels.

• Initial Complaint

  Date:02/21/2023

  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.

  Good afternoon, I had a flight earlier today on Spirit Airline flight number 917 from ********** *** to ****** scheduled for 12pm on 2/21/23. My confirmation code is QE9QYV. I arrived at the airport at 9:45am and had my baggage checked in. After my baggage was checked I was advised to get in line for *** and subsequently board my flight. As I was waiting at *** around 10:30am a Spirit Airlines agent was walking the line and advised that only passengers boarding ****** flight at 12pm and ******* flight at 12:30pm should be in line. All other passengers should leave the line. At 11:15am I again asked the Spirit agent about my flight at 12pm and he informed me that the *** line was quick and that I would be through it in 10 minutes, giving me in his words plenty of time to board your flight. At 11:35am I went to another Spirit agent and informed them again that my boarding time was close and I needed to get it my gate. I was told by the agent that it was unfortunate that they were backed up and could not help me. I told them my bags had been checked into the flight, contained my medications, and that I needed to get on board. They offered me the next flight in 2 days for 99 dollars per passenger, to which I said I dont want to rebook I just want to get to my gate. He made a phone call then told me sorry I cannot board my flight anymore its 11:42 and gate closes 15 minutes beforehand. I told him Ive been at the airport since 9:45am. My bags were checked in and they have my meds I need to go to ******. He told me sorry there was nothing to do but call Spirit for a refund. I should have pushed the Spirit agent to get me to bypass the *** line, which by the way I did and was told no they cant do it. Please refund me my money. I paid for 3 passengers one way tickets to ******. I paid for 2 check on baggages. I cannot be held responsible for mistakes from Spirit agents then be told that it was MY responsibility to get to my gate.

  Business Response

  Date: 03/16/2023

  Hi ********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Please know, Spirit has no control or authority over TSA and cannot expedite guests through security. 
  
  
  
  Were sorry that you missed your flight. We dont like being late and we know that you dont either. Thats why we ask our customers to be at the gate at least 15 minutes prior to scheduled departure or they may risk losing their entire reservation. Heres a link with more information about our guidelines:
  
  
  ******************************************************************************************************************************************
  
  
  While I am unable to honor your request for a refund, I see you were issued a reservation credit for your 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: QE9QYV
  Amount: $305.67
  Expiration date: May 22, 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: 03/17/2023

   
  Complaint: 19443665
  
  I am rejecting this response because:

  I do not want to deal with this flight. I do not want to book any further reservations with this airlines after the poor customer service offered to me by their agents at the airport.  I was left stranded with my wife and young child with the agents offering no alternative except call customer service, we cant offer anything to you and I had to book an alternate flight emergently at full cost to get to my destination. I have requested Spirit to fully refund my money so that I do not have to book tickets with them.  Please give me my money back for your agents mistakes on misinforming their passengers about timings.

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

  Business Response

  Date: 03/20/2023

  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: 03/20/2023

   
  Complaint: 19443665
  
  I am rejecting this response because: I do not want to fly on Spirit Airlines.  I am requesting a refund so that I can avoid this flight. 
  
  Sincerely,
  
  ******** ***********************

• Initial Complaint

  Date:02/21/2023

  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 1/3/2023 Spirit Airlines canceled their flight NK 143 from *** (*********, **) to *** (*******, **) and refunded me the partial amount of my total charge. I paid $455.27 and they refunded me only $360.29. When I contacted them about the discrepancy they claim that those extra fees paid for my original flight change are not refundable, even though they are the ones responsible for canceling the flight. They canceled very close to the boarding time and did not offer any other alternative flight that day. This situation was extremely stressful because there were no other flights available that day and I had to incur in additional expensive charges to find a flight 3 days later with another airline. I requested a refund for the rest of the fees (called by them "spoilage fee", "change fee", "other fee") for a total of $99 to my original form of payment. This is a very abusive practice from Spirit Airlines as they are trying to charge me very expensive bogus fees for services that were never rendered. They clearly do not care for the hardship they caused their passengers and they are trying to take advantage by charging fees that make no sense.

  Business Response

  Date: 03/16/2023

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  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.
  
  
  
  I have gone ahead and issued a refund in the amount of $94.98 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:02/21/2023

  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.

  Let me begin by saying that I have never flown on Spirit before and I only flew this time because they were supposedly cheap. I always go with a premium airline because they are honorable and there are no hidden charges and what you see is what you get. Your bags are included. in your fare, and there are no surprises. That being said, on Feb. 2nd I purchased a flight with Spirit Airlines from ******* to ****** and I paid them $275.89. I did purchase the travel insurance.I changed my flight the same day that I purchased the original flight. Then the following day I added another bag. When I got to the checkout counter, the attendant informed me that I would have to pay Spirit another $124 dollars my cat. I explained to Spirit that I told EVERYONE that I had a cat and that the phone CSR's told me that the cat was charged as a carry on item. They admitted that someone wrongly charged me for a carry on bag (which I did not have) instead of the cat and that the amount was the same, so they would just swap the charge.Lo and behold when I say my final charges, this sheisty airline charged me a total of $568.58 for my 1 hr 20 minute flight !! I filed a claim with the **************** but it was denied because the change did not fit the "catastrophic" clause. The filed a claim with the airline but the auto-reply said they wouldn't even be able to review my claim for a minimum of thirty days. This airline charged me nearly $600 for a 1 hour 20 minute flight that was coded wrongly due to their negligence, not mine. I should not have had to bear the brunt of their worker incompetence. They owe me for all of the money outside of the original $275,, plus the $99 change fee. And no I do not want a voucher because I will NEVER fly with A la Carte Airlines again. If they are honest and have any integrity, which I doubt they do, they will acknowledge the error and refund some of this ridiculously inflated and excessive fee they charged me. Nothing else will suffice.

  Business Response

  Date: 03/20/2023

  Hi Joy, 
  
  
  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 I see you originally purchased a checked bag and a carry-on and this was included in your payment of $275.89. 
  
  
  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 the agent changed your flight, your checked bag and carry-on were added to the new flight. Along with a payment of $153.00 for the difference in bags, change fee and fare difference. 
  
  
  There is a Pet Transportation fee of $125 per pet container, each way, which, upon receiving the call review,  I see was not advised to you when you called in to change your flight. 
  
  
  At the airport, the agent reversed the overweight fee ($69.00), the carry-on bag fee ($55.00) and the checked bag fee ($79.00) and used this amount to apply the pet fee of $125.00 and the difference of $19.00 was issued as a credit. 
  
  
  
  I have gone ahead and issued a refund in the amount of $19.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

• Initial Complaint

  Date:02/21/2023

  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 spirit airlines on 02/10 my flight was suppose to leave at 6am to catch a connecting flight in ******* to go to the **************. The first flight was an hour late causing ** to miss the connecting flight with the same airline. The next connecting flight didnt get to the ************** until 24 hours after the original date. Because of this we missed out on all the excursions we preplanned and paid for and only got to enjoy one day of the ************** and still had to pay for room and board in ******* for the night. The airline or the call center did not care one bit and would not do anything to accommodate their mistake. And I am left suffer with over $1000 down the drain

  Business Response

  Date: 03/16/2023

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I'm truly sorry that you missed your connection. Our records show that your outbound flight was delayed due to a bird strike strike that prompted a mandated aircraft inspection and is outside of Spirits control. Please know that the safety of our valued passengers and crew members is our priority. When we make a decision to ground a flight, it is done with careful consideration.
  
  
  While Im unable to issue compensation for your out of pocket expenses. Our station has issued vouchers you can use towards your next flight. 
  
  
  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: 47655624835500001
  Amount: $50.00
  Expiration date: May 20, 2023
  
  
  Guest name: *************************
  Voucher code: 47655641463500001
  Amount: $50.00
  Expiration date: May 20, 2023
  
  
  Guest name: *************************
  Voucher code: *****************
  Amount: $50.00
  Expiration date: May 20, 2023
  
  
  Guest name: *********************************
  Voucher code: 47655668725300001
  Amount: $50.00
  Expiration date: May 20, 2023
  
  
  For information on how to redeem your voucher, click here. 

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19442362
  
  I am rejecting this response because:
  One my name is not ****** and $50 is not enough to compensate all the money I am out of. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/20/2023

  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: 03/21/2023

   
  Complaint: 19442362
  
  I am rejecting this response because my trip was delayed over 24 hours.

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

  Business Response

  Date: 03/23/2023

  HiAlesia
  
  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:02/21/2023

  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 Jan 8 2023 I purchased two plane tickets for a Feb 16 flight with Spirit Airlines from ************* to *********. The departure was 21:06pm with arrival at 22:35pm. We chose this flight as it would allow us enough time to get to our hotel before midnight. It was important for us to arrive by midnight because the bell desk that offers my fiancee an electric wheelchair closes at midnight.On Feb 1 I received an email informing me that my flight schedule is changing to depart 53 minutes later, arriving 23:28. This was too late for us - we did not want this later flight. They had another flight departing at 20:42, so I wanted to be put on that flight (24 minutes earlier rather than 53 minutes later). I immediately called the airline and asked for either a refund, or to be put on the earlier flight, but I was consistency told that unless the change was over 60 minutes (it was 53 minutes), they will not change/refund without a fee. I tried chatting with customer service both online and using whatsapp for a few days, but I was never able to connect with an agent. I kept trying to get an agent on the phone to help but they did not. I submitted a request using their online form, and it took 10 days to receive a reply where they simply said they can't help.On Feb 5 I reached out to their support on ******** I explained that I bought a specific product (9pm flight), they changed the product (10:30pm flight), and that's not what I paid for, so I just want a refund or be put on an earlier flight. They kept telling me for over a week that they'll help me out, so I waited patiently. They claimed several times that I always have the option of not accepting the change. But by "not accepting" the change they mean that I'll have to pay to either cancel or modify my flight. They said that I need to either "accept" or "deny" their schedule change, but I didn't really have that option - I had to pay in order to "deny". They never ended up helping us through the 4 channels I tried.

  Business Response

  Date: 03/16/2023

  Hi ****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Times shown in a timetable or elsewhere are not guaranteed and form no part of the terms of transportation. Spirit may, without notice, substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the reservation. Schedules are subject to change without notice. Spirit is not responsible or liable for making connections (on its own flights or flights of any other carrier), or for failing to operate any flight according to schedule, or for changing the schedule of any flight.
  
  
  
  Plans change we understand and that's why we offer several options on how to change your reservation. The quickest and least expensive option is to visit "My Trips" and make modifications yourself. Changes can be made up to an hour before scheduled departure. 
  
  If your new fare is less than the original fare, we'll provide you with a Future Travel Credit which can be used within 90 days to book any available travel. If the new flight has a higher fare, you'll need to pay the difference including any difference in government taxes and fees. As your time change was less than 1 hour, modification fees will apply. 

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19343711
  
  I am rejecting this response because:they simply gave me a long template response and in the end included one sentence stating that the delay on my flight does not warrant me a cancel/rebooking. They ignored all of my attachments that show how many days I waited for customer service to respond with no results -- they simply did not respond to their non existent customer service. And they also did not address the main issue,they just gave me the canned response and failed to look at how exploitative it is. I have explained in great length with examples why their way of doing business is unfair and mistreats its customers, and they did not address that at all. 

  This company should be held liable for its shady practices, they should not be able to use the "it's in the terms"to do whatever they want.

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

  Business Response

  Date: 03/16/2023

  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: 03/17/2023

   
  Complaint: 19343711
  
  I am rejecting this response because: they are again ignoring my concerns.I'll repeat again: my issues with Spirit Airlines are twofold.

  Firstly, the customer support. Reaching out to support via a few different channels was simply literally impossible. i have waited days on whatsapp and online and never successfully reached an agent. And when I spoke to support over email, they took many days to respond every time, until eventually it was too late. The moment it was too late, they became a lot more responsive and simply dismissed me because now it was too late. There is a certain level of support that I expect from a good company, and there's a certain level of minimum support that I expect from a bad company. The support with Spirit was well below the minimum I ever imagined. I have outlined this in my initial complaint and added attachments toshow this. I want your response on whether you think this is acceptable?

  Secondly, the issue that prompted all of this. I've already explained this, but I'll explain it again: imagine you purchase a TV for  certain price. The next week, the store informs you that they'll be providing you a lower model. There is another model available that is more similar to the one you purchased, but this is not what they'll give you. If you want to cancel or to get themore similar model, you need to pay them more. Otherwise, you will receive the inferior model even though you paid for a different one. The store tells you that you definitely have the option to decline the change, but you'll have to pay if you decline their change. When you complain to them and demand a refund, they tell you that "these are our rules". Do you think think this is fair and a company should be able to do this?

  I have laid out both issues very clearly here, andexpect a respone about each of them. I even added a question at the end so that you have something concrete to answer and you won't be able to simply ignore these two issues with a template answer like you did previously. I have obviously taken my time to draft a proper response, I expect the same from a comapny that has millions and millions of dollars. Do not give me an automated response or ignore my direct questions.

   

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

• Initial Complaint

  Date:02/21/2023

  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 have paid about ***** dollars each way for my baggage for my recent Spirit Airlines flight from ******* (*** airport) to ******* (*** airport); my flight from ******* to ******* on 2/18/23 was delayed and once I reached ******* my baggage had not been delivered. I filed a lost baggage claim before leaving the airport, and today is day 4 of my 6 day trip with no further update from Spirit Airlines regarding my baggage delivery besides the update stating that it has reached *** airport on 2/19/23. No further details or updates regarding how I can receive it, whether it will be delivered to me or not, and when I call the lost baggage claims helpline, I am unable to get through to a helpful customer service representative.If I do not have my baggage, how exactly does Spirit Airlines expect me to return with a bag (which I have already paid for?)Will Spirit Airlines be compensating me for my luggage, which included international travel items? Will I be reimbursed for the upcoming return flight for which I have already paid for 1 bag (on 2/23/23) from ******* to *******?

  Business Response

  Date: 03/16/2023

  Hi Huda, 
  
  
  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 our records show you failed to pick up your bag at the *** airport upon arrival. 
  
  
  As a one-time courtesy, I have gone ahead and issued a refund in the amount of $57.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

• Initial Complaint

  Date:02/21/2023

  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 had a reservation with Spirit for a flight from ****** to ** on January 2, 2023 at 10:30am (PK1UXD). At 9:14pm on January 1st, I received a text from spirit that my flight was cancelled, 13 hours prior to takeoff. Spirit offered to book me on another flight, however the next flight available was not until January 4th. I was forced to book a flight on another airline in order to arrive at my destination at the correct time. Since spirit failed to provide the service that I paid for by canceling my flight and not having a suitable alternative, they should be responsible for reimbursing me for the price of my equivalent flight on another airline, $558.90.

  Customer Answer

  Date: 02/21/2023

  See attached for receipt

  Business Response

  Date: 03/15/2023

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