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

  BWI Baltimore, MD 21240

• 

  Spirit Airlines

  Atlantic City Airport ATLANTIC CITY, NJ 08401

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  300 World Way #a Los Angeles, CA 90045-5899

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:

  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 was in line to board my flight. I was asked to step out of line to check a bag that I had as a personal item on the spirit flight I had taken earlier yesterday morning. (2/20/2023) I asked the gate personnel what the issue was as I had it as a personal item on their flight earlier that morning. She didnt answer me and just said let me know when you want to pay. I was being ignored and she wouldnt even make eye contact. I asked to speak to the supervisor. I waited for him to finish boarding the other passenger and asked what the issue was he explained I dont know how they do it where you came from but this is how Im doing it. While this was happening the lady that removed me from the line removed another individual for the same reason. ****** allowed him to board and said he took care of it. As they were the same race I feel he was being racist toward me. I then removed my card to pay for the bag I said this is a f****** joke and he kicked me off the flight. I am asking to be reimbursed my flight for spirit from *********** all the way back to ******. I am also asking to be reimbursed for the other flight I needed to book and the hotel room I had to pay for to stay here over night.

  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.
  
  
  Your ticket includes your seat and a personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (including wheels and handle) at the check-in counter, and also at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur a small charge. Keep in mind that baggage prices are cheaper when purchased in advance. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied.
  
  
  I understand that you stated your bag was within our personal item guidelines, however, because Im unable to verify what bag you had at the time of travel and its dimensions, Im afraid that Im unable to issue a refund.
  
  
  Additionally, while I am unable to reimburse for your out of pocket expenses, I have issued a refund for the ******* portion of your flight in the amount of $131.62 back to card ending in 7878.  Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19439986
  
  I am rejecting this response because: I was kicked from a flight due to the nature of the employee being racist towards me. You didnt even acknowledge that as part of my complaint. I was forced from a flight by your employee and had to pay to stay a night in ******* and pay for 567 dollars worth of tickets to get home. The 131 you are refunding doesnt even come close to what I spent because of your employee poor handling of a situation. I understand its cheaper to pay for the bag prior to boarding but it wasnt an issue on your flight from *********** to *******. I was being ip charged because it then became a problem. I questioned that and was removed from the flight and I found the removal to be racist in manner. I think it would be best to make this right. I should be reimbursed for my money that I had to spend because your employee decided to have a power trip and not allow me on the flight. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/26/2023

  Hi *********, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  As stated in our Contract of Carriage (a document you agreed to upon securing a reservation with us), you're allowed one free personal item (not to exceed 18 x 14 x 8in; including handles and wheels). Additional options like extra or larger bags, specific seats, and refreshments are an additional small charge. Please keep in mind that bags are cheaper the earlier they are purchased. Please see section 7.2 of our Contract of Carriage at the below website link :
  
  ******************************************************************************************
   
  Please also see: spirit.com/optionalservices
   
  Please understand that agents are expected to monitor and assess luggage. Per the report, your item did not meet the free personal item criteria, which is why you were required to pay the carry-on charge.
  
  We are a diverse company, and we serve a diverse clientele. We absolutely do not tolerate discriminatory behavior. Please rest assured that this was not the case.
   
  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: 03/28/2023

   
  Complaint: 19439986
  
  I am rejecting this response because:
  You refuse to acknowledge the whole complaint. I do realize it would have been cheaper to check bag before security. There wasnt an issue on the first flight just the second. Your employee was blatantly racist to me. You have refused to acknowledge that point or accept responsibility for it. I would like a call from the highest power of being with spirit airlines. Pretty pathetic you cant assume responsibilities for your employees actions. You could admit to the issue at hand pay me for the other flight I had to book because your employer didnt allow me on that one and pay for the hotel and this could all be over with. 
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/20/2023

  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 earned a $100 companion flight voucher #***************** that I am not able to use due to an internet issue on spirits end. I emailed a gut named ****** in guest relations and per his recomendation tried different browsers ****** chrome, mozilla firefox, opera and safari and was still not able to book the flight using the $100 voucher. I also phoned the reservation department who was not able to help me citing the name on the account did not match and they changed the name to match my drivers license after I provided it to them. I was still not able to book the flight after they attempted to help. I would like the better buisness bureau to investigate this as fraud as it is not useable by me and after several attempts spirit customer service is unable to honor thier commitment to a promotion that I took part in. I booked the trip tonight 2/20/23 and paid full price and do not plan on flying again before the cupon expires. Conformation for my flight is #Lc4dgL

  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 have reviewed your account and your voucher is still valid for use. Please be advised vouchers issued by **** of America (Companion vouchers) cannot be used on points plus cash bookings. 

• Initial Complaint

  Date:02/20/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,On December 14th I was supposed to fly from ********* Airport to ******* with Spirit Airlines. I registered my two bags that I already paid for. Also, I had one carry on. However, I was told that one of my bags was too big for carry-on, so I had to paid $99 extra and I had to pay for it. Since I wasn't able to get on the plane, I requested to get all my three bags back but I was only given two. My third bag (the one I paid $99 for) has been missing since then. Spirit Airlines can't find it or refuse to do it. I have submitted 6 claims but so far no luck. I am missing a lot of important documents, including my ********* passport and SSN, cloths and other things that were in this bag. I am not even sure that Spirit is looking for it. I am attaching my claim, tickets and luggage tags for all of my bags.

  Customer Answer

  Date: 02/23/2023

  I already submitted a claim with BBB a couple of days ago against Spirit Airlines regarding my missing luggage. Unfortunately, I received a response from them below "my mishandled bag should have been reported within 4 hours and my claim submitted within the 30 days of my arrival date. Because the date of for submission has passed, Spirit is unable to process a claim for me at this time. I ask the BBB to interfere and help me to resolve this issue because I have reported my missing luggage right away and was told to wait until further notice. I am attaching the correspondence with Spirit from 13/01.23. Spirit received my request and told me to wait until a further notice. Since my bag has been missing I've been contacting and calling Spirit but it's really difficult to get a hold of them. I went to ********* and ******* airports but I was told that they don't know anything. I went to the ************** as well but no luck. I am a ********* refugee who lost everything that was in that bag, including my passport and other documents. Please help me to resolve this problem. I paid Spirit $99 extra for this bag. I've submitted claims, called but Spirit refuses to help me find my bag. Please let me know if you need more documents from me. Respectfully, *************************

  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 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.
  
  
  
  Upon reviewing your claim filed with our Baggage Team I see that your claim has been processed and you will receive a check for $750.00 mailed to *********************************************************. The settlement amount reflects payment of your Claim less standard depreciation. Your check will be issued within 20 business days.
  
  
  Below is the list of items that were not covered per our Contract of Carriage: pet food, paperwork. 

• Initial Complaint

  Date:02/20/2023

  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 non stop flight with Spirit. They changed my outgoing and return flight times and also put me on a flight with a layover. I called customer service for a refund and they refused. These new flight times do not work for me. I asked to speak with a manager and was put on hold indefinitely. All I want is a refund. Booking code JDYYVI

  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 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.
  
  
  After further review of your reservation, our records indicate that you did indeed experience a schedule change. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. We understand that this may have a significant impact on your travel schedule, and for this we deeply apologize.
   
  When there is a schedule change, we always send flight status notifications to the email that we have on file. Once received, you do have the option to accept or deny the changes.
  
  
  
  In these cases, the options available to our guests are re-accommodation on the next Spirit flight or a refund of the affected segment.
  
  
  
  Upon reviewing your reservation JDYYVI, I see you have disputed the charges. Since a dispute has been filed, we are unable to issue any refunds as your bank has opened an investigation into these charges. Please allow your bank to complete its investigation. 

  Customer Answer

  Date: 03/17/2023

   
  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. Spirit has admitted they changed my flight and that I am due for a full refund. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: Flight was 2/19 Amount of transaction: over $530 Business committed to round trip flights and a service to complete checks at the gate for baby strollers. When I received my stroller back it was broken. I contacted the business to file a claim for my broken item and they told me they dont cover this. There is no literature anywhere (no website or contracts) stating that I am checking my stroller at the gate at my own risk. If so I would have made the decision not to check my $1600 stroller at the gate. I was told by the business they would not even file a claim to follow up with in the event it was denied. I was hung up on by the representative when I requested a claim at least be filed.

  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 am sorry to hear that your stroller 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.
  
  
  
  If a bag/item is delayed, lost, damaged or pilfered, a Spirit Airlines representative at the airport must be notified and a report must be filed within four (4) hours of arrival of the flight on which the guest traveled. As there was no report filed within 4 hours of arrival we are unable to reimburse for your stroller. 

• Initial Complaint

  Date:02/20/2023

  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 booked a flight (confirmation PGDG5M) on 2/8/23 for my disabled mother. I paid the extra $127 for the "bundle it combo" to include a carry on and checked bag up to 50lbs. I called the morning prior to her flight to confirm that she would receive a carry on and checked bag up to 50lbs and was assured it was connected to her confirmation. Upon arrival to the check-in desk at ***, the Spirit agent told her she had no carry on included and could only check a bag up to 40 lbs (hers measured ****lbs) unless she paid extra at the desk. She tried to explain that I had already paid and confirmed the extra bundle and the agent said she was incorrect and she would have to pay even more if she wanted that. Instead, my disabled mother had to carry some of her items by hand to get to 40 lbs and avoid being charged ONTOP of what I already paid for. I am looking for a refund of the "bundle it combo" I paid for and my disabled mother was informed she couldn't use. I have called over 4 times with no help from any agent, I have emailed complaints to no avail. This is an appalling way to treat customers, let alone disabled ones.

  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 have reviewed your mom's reservation and I do see a combo was purchased which includes a carry-on and a checked bag up to 50 lbs. As the combo was used, I am unable to honor your request for a refund. Additionally, please note that combos are also nonrefundable.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19434148
  
  I am rejecting this response because: the business response is a complete lie and fraud. Even on the phone, customer relations confirmed that she was NOT given the option to use the combo up to 50 lbs with a carryon. She was only allowed a 40 lb check back and had to carry items by hand through the airport to make it 40 lbs as the check in agent stated. Spirit has still be unable to provide any proof of the claim she used her combo item. The only thing they can show is that A bag was checked. Not up to a 50 lb bag WITH carryon which is what I paid for and was told I couldn't use. Paying for a service and being told I cannot use that service without a refund, is FRAUD. If the difference between a paid 40lb checked bag and the combo I was TOLD I COULDN'T use is not refunded, I will have to take this fraud to the attorney general.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/16/2023

  Hi Crystal

  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: 19434148
  
  I am rejecting this response because: I have also reviewed the carriage contract as well as with a customer service representative on the phone, who confirmed that there is NOTHING stating no refund on services paid for and REFUSED to be provided by the carrier. Once again, please send me the proof of your responses including that my mother was able to check a bag up to 50 lbs AND a carryon and proof of receipt that she did (because the agent said she could not). Also, please send me the proof specifically stating you cannot provide refund for services PAID for and REFUSED within the carriage contract (because it doesn't exist as you claim).
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/20/2023

  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 2/16/23, we arrived 1 hour prior to the departure time at the gate to drop our bags. We had checked in online already and had our boarding passes (see uploaded images), so all we had to do was drop our bags before going through TSA/security. When we self tagged our bags and arrived at the gate, the person at the Spirit Airline counter took about 5 minutes to greet us and call us to the counter although she wasnt helping anyone else. When we arrived at the counter, we were told they will not accept our bags and will not allow us to board the airplane because they closed the flight 2 minutes ago. The Spirit Airlines policy says I have up until 30 minutes prior to departure to check in and/or drop the check in bags. When I questioned further, I asked why she didnt check us in right away when she saw us waiting in line (since she closed the flight 2 minutes ago and we were waiting in line for 5 minutes), and she said she was busy writing an email. Further, they told me they only have 1 seat available because the flight was overbooked. We were forced to re-book, although it wasnt our fault. In addition, we were asked to pay the fee of $99 per person to rebook our flight to the next day. I paid a total of $495 in penalties (for 5 people) to rebook the flight. I think this is very unfair because 1) we were within accordance with Spirit Airlines policies and checked in on time 2) we were not allowed on the plane because the airline failed to have seats for us because it was overbooked. We were forced to pay a rebooking fee at our expense when it was the fault of the airline. I would like BBB to help me get my $495 refunded and perhaps get an additional voucher for the inconvenience. Im uploading the receipt of the $495 I paid at the airport on 2/16/23.

  Business Response

  Date: 03/14/2023

  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:
  
  **********************************************************************************
  
  
  Guests who miss their flight are offered the $99 same day change fee to be re-booked for the next available Spirit flight as a way to assist instead of making guests buy a brand-new flight ticket, as flights booked on the same day of travel are typically more expensive. 
  
  
  
  I do apologize but I am unable to honor your request of a refund of the change fee. 

• Initial Complaint

  Date:02/19/2023

  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.

  On February 14, 2023 I purchased four tickets from Spirit Airlines from ****** to ******* *******, I was scheduled to depart on April 2, 2023, reservation number HLQV7X. On February 19, 2023 I spoke with Spirit and requested to cancel my reservation, due to unforeseen financial matters, and instead of a credit I requested the remaining balance be credited back to my CC. I was told Spirit would not do it but to speak with another customer service rep through the chat and they would. This all resulted with negative response, and no credit of $******* put back onto my CC. I am requesting a refund of ******* because I will not be able to rebook this trip or use SPirit Airlines, I did inform this to **************** with still a negative response. I am requesting a credit back to my CC of ******* from Spirit Airlines for reservation HLQV7X. Thank You ***************************

  Business Response

  Date: 03/14/2023

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  As per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with Spirit, 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 is still scheduled, we are only able to provide a Reservation Credit at this time.

  Customer Answer

  Date: 03/15/2023

   
  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:02/19/2023

  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 would like to be unsubscribed from Spirit Airline's solicitation emails. Upon hitting the "unsubscribe" button I was told there was an error and to call a customer service number to unsubscribe. I called the number and talked to a representative. She said she was unable to unsubscribe me and to please go online and use the online chat. The online chat has no predetermined button for unsubscribing to emails and so no one answers the chat line to unsubscribe. In short, I am forced into receiving soliciting emails from a company I do not want soliciting emails from. I would like these emails to stop. It seems this company does not want its customers to be able to opt out of emails and I wonder how many other customers are forced into receiving their communications because they do not honor requests to unsubscribe.

  Business Response

  Date: 03/14/2023

  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.
  
  
  Upon reviewing your email address ******************** I see you are unsubscribed from Spirit emails. 

• Initial Complaint

  Date:02/19/2023

  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.

  Hello,I was recently informed that my flight was canceled due to changes in your schedules and was given options to rebook or refund. The original option I was given was not acceptable as it pushed our trip back several hours. The alternative flight was similar but had stops. When chatting with an agent I agreed to the alternative option vs a refund because I was told all of my flights would have the same upgraded seats I paid for originally. I asked several times and stared I would only agree to the rebook if seating upgrades remained. I was told several times they would be. I checked yesterday and saw that I was lied to and I believe this was to avoid having to process a refund.My request is simple, I would like the original offer of a refund.I forced to make this change based on their scheduling changes and was lied to by one of their agents. Even speaking with a chat agent, she acknowledged that I was lied to but they still would not process a refund.Confirmation MMGZTK Name: ******************************** Email booking: ********************* CBR: ************ or ************ $1,517.46

  Business Response

  Date: 03/14/2023

  Hi ****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  
  After further review of your reservation, our records indicate that you did indeed experience a schedule change. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. We understand that this may have a significant impact on your travel schedule, and for this we deeply apologize.
  
  
  Upon reviewing your reservation I see you were re-assigned to 12AB for both flights and then changed to 11AB on the ***-*** flight. Please be advised 12AB on the ***-*** flight was the emergency exit row and 11AB on the ***-*** was also the emergency exit row. 
  
  
  The ***-*** flight is a different plane in which the emergency exit rows are rows 11 and 25 where as the ***-*** flight the exit rows are rows 12 and 13. 
  
  
  As requested however, I see your refund was processed in the amount of $1,517.46 back to your card ending in 7293.