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:02/16/2023

  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 recently flew Spirit Airlines from ***** ******* to ****** ********** and I paid for one bag (40lbs) going and coming. Upon arrival at Spirit in *****, my bag was weighed and it was 40 lbs. My friend's bag was 46 lbs. The agent had already put my bag behind her behind the desk; my friend decided to take out 6 lbs worth of stuff. The ticket agent proceeded to give me back my luggage AFTER it was behind the counter. I put in front of the ticket agent's desk in full view of the employee. My friend began to remove a toiletries bag and was going to do a carry on to avoid the $69 fee. I put my bag back on the scale and now my bag weighs 46 lbs ....yup you guessed it it gained weight after it left the work area of the ticket agent (maybe she placed something in one of the pockets?); anyway my friends bag STILL weighed 46 lbs. Removing her toiletries wasnt enough; the ticket agent then proceeded to talk about us in spanish "the white girl is trying to get over." I quickly reminded the dumb b**** I am Puerto Rican and understand every word. She didn't notice my taino tattoo? DUMB A** EMPLOYEE. So the employee proceeded to admit that she was well aware my bag was 40 lbs and NOT OVER. However, she proceeded to tell me that I must have put contraband in my luggage. WHY TF WOULD I DO SOME STUPID S*** LIKE THAT. My bag was in full view of her and not to mention she took my bag and put it behind her. After I was done yelling at her, two other fliers came forward and had experienced the same situation we did; they too felt the bags were not properly calibrated. There are cameras everywhere and SPIRIT refuses to review those cameras and see that their employee is a liar, an a****** and quite possibly a thief. I flew in 2/7/2023 from ***** to ******. Flight 69 Confirmation YFHPPS

  Business Response

  Date: 03/12/2023

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I'm very sorry to hear about your experience with us.  Before we continue, please keep in mind that we are all humans here and anticipate the same respect that we are providing to you. Profanity is not something that we appreciate, and while I understand that you're in a stressful situation - I want to emphasize this.
  
  
  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.
  
  
  Please be advised the baggage scales are part of the Airport Facility and maintained by the airport. As a one-time courtesy, I have gone ahead and issued a refund in the amount of $69.00 back to your card ending in **** and $69.00 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:02/16/2023

  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.

  Me pongo en contacto con Uds. para hacer de su conocimiento una situacin por la que tuve que atrav***r el da 5 de enero en un vuelo ***************** a ***** con escala en *************.El vuelo de la aerolinea spirit NK797 ******* - Ft ********** presento retraso la hora programada de salida era a las 5:30am hora local *****************, empezamos el embarque a las 8:35 am, razon por la cual a la hora de llegar a Ft. ******** ya habamos perdido la ******* a ***** del vuelo NK807 de la misma aerolnea que parta a las 10:30 am. Nos dirigimos al counter de spirit para buscar una solucin a este retraso con la **************** nos embarcaran el mismo da en otro vuelo hacia *****, lo que nos indicaron que la opcin era pasar *** noche en FT ******** y al da siguiente 6 de enero nos embarcaran en el vuelo de spirit con destino ***************** a las 9:30 pm, pasar la noche en el aeropuerto ***************** y que al da siguiente 7 de enero a las 9:30 am nos embarcaran en un vuelo con destino a *****. Mi situacin en el aeropuerto era la de haber perdido la *******, estar acompaada de mis dos hijos menores de edad, y sin soluciones viables para mi por parte de la aerolnea. **** obligaciones que cumplir en *****, adems del regreso a clase de mis hijos. Por esta razn me comunique con la aerolnea spirit, ya que me indicaron que como no estaba de acuerdo con el itinerario propuesto poda solicitar el reembolso. La aerolnea me informa que ya realizo el reembolso a unas tarjetas de crdito que no estn a mi nombre, y dado que la compra la hice a travs de otro portal, me indican que debo ponerme en contacto con last minute para solicitar el reembolso. El monto que Spirit indica que a reembolsado, es insuficiente ya que no cubre el valor de los tiquetes areos y otros gastos en los que incurr para poder llegar a ***** el da 5 de enero por un inconveniente de Spirit en el que yo como usuaria solo me vi afectada. Por medio de la presente, solicito me sea reconocidos todos los gastos en los que incurr para regr***r a *****, y la compra de lo tiquetes en la aerolnea jet blue de ese da..Me pueden apoyar en encontrar solucin para la devolucin del dinero que tuve que pagar de excedente?

  Business Response

  Date: 03/13/2023

  *******************, 
  Hemos recibido su correspondencia enviada al Better Business Bureau. Le agradecemos la oportunidad de responder a sus inquietudes.
  
  
  Lamento mucho que haya perdido su *******. La tripulacin que estaba programada para apoyar su vuelo desde ***-*** no pudo hacerlo debido a las condiciones meteorolgicas a lo largo de su ruta de viaje. Estos retrasos meteorolgicos impidieron legalmente a su tripulacin completar los vuelos restantes de su programa. Segn la normativa de la FAA, toda la tripulacin necesita un tiempo de descanso de 8 horas ininterrumpidas. Como tal, este retraso fue ordenado por la FAA y estaba lamentablemente fuera de nuestro control.
  
  
  Cuando se trata de una cancelacin de vuelo causada por condiciones meteorolgicas adversas, decisiones del ******* de ****** Areo u otras cuestiones fuera del control de Spirit, no ofrecemos reembolso por la otra aerolnea o alojamiento en hotel para tales eventos, ya que estn fuera de nuestras manos. Cuando se producen estas situaciones, las opciones son el realojamiento en el siguiente vuelo disponible de Spirit o, si esta opcin no es satisfactoria, el reembolso del vuelo afectado. 
  
  
  Nuestros registros indican que usted obtuvo esta reserva a travs de una agencia de reservas externa.
  
  
  Por lo general, cuando esto sucede, la agencia de viajes de terceros cobrar el pago de usted, pero luego utilizar una tarjeta de crdito de la empresa para garantizar la reserva con nosotros.
  
  
  Como slo podemos emitir el reembolso a la forma de pago original, tendr que ponerse en contacto con su agencia de viajes para coordinar el reembolso.

• Initial Complaint

  Date:02/16/2023

  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 December 31, 2022, I was scheduled for a flight from ******* to *******, with a layover in *********. Apon reaching *********, we came to find our flight was cancelled less than 30 minutes before takeoff for no apparent reason. They then informed us to leave through security to the ticket booth and wait to get rebooked on another flight. After waiting nearly 2 hours, I was booked on a United flight from ********* to ******* with yet another layover in LA. This flight was over 7 hours later so I had nothing else to do but sit in the airport and wait. When the time finally came to board the plane, we boarded and were told that the flight was delayed due to Maintenace issues. We then were delayed a few hours and this delay caused me to miss my flight out of LA to *******. This left me stranded in LA. Luckily, I was able to get a hotel voucher, but never received the meal vouchers I was told I was going to get. . It was not until the next Morning at 6AM before they rebooked me with a 2-hour notice, which would pretty much give me no time to get to the airport and go through security. I then looked closer and found out that they had booked me on a flight out of ********* to ******* with a layover in *********** (Opposite side of country) for me to wait and then fly back to *******. At this point I had been in and out of airports for 24 hours and was exhausted and just booked a 1-way flight to ******* with delta. I had already lost my New Years eve and did not make it to my New Year's Eve plans and had already lost part of my vacation. II later filed a complaint to get reimbursed for the Delta ticket, with no response. I want a refund for the ticket, as well as the luggage I had to re check on other airlines, and the delta ticket I had to pay to get to my destination, along with some compensation for the meal vouchers I should have gotten but didn't making me spend money all day in the airport. This all goes back to spirit cancelling that first flight. After adding expenses I want a refund of *******

  Business Response

  Date: 03/12/2023

  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 your flight was canceled due to crew. I understand you have had some unexpected expenses. Please attach the Delta receipts that outline the expenses you incurred as a result of this cancellation.
  
  
  Once the proper documentation is received, it'll be forwarded to our Refunds Specialist for review. If reimbursement is approved, the review process can take up to 20 business days to complete. Should our Specialist determine, that compensation will be issued, a check will be mailed to the address that you provide.
  
  
  Please provide your mailing address in response to this e-mail as I cannot submit your claim without this information.
  
  
  
  Flight receipts must show the passengers that traveled, to and from destination, date of travel and form of payment used. 

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19416961
  
  I am putting reject for now until this issue gets resolved. Once it is resolved I will mark it as resolved. I have attached the delta receipt, I could not find my United check bag receipt, but it is in my credit card statements I attached on the previous thread. As far as that goes, the delta refund is the bare minimum, I would also like my spirit flight to be refunded as well, along with meal expenses I had to spend being stuck in an airport all day. I missed out on part of my trip due to the negligence of members of this company. I missed time from work where I could have been making money, and ended up missing my new year's plans, and spent the night alone in a hotel room. My mailing address is *******************************************************
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/14/2023

  Hi ****, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  There is a little patience required on your end, as we ask that you give us a couple of weeks to process this request. The refund process takes a bit longer than it would to reverse funds back to a credit card (up to 20 Business days) and the check will be mailed to the address that you provided. 

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19416961
  
  Again I am just putting reject so I can keep communicating. So can the spirit flight be refunded back to the card it was paid for with and then have the delta refund be mailed?
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/23/2023

  Hi ****, 

  Your reimbursement has been approve in the amount of 458.90 for the difference in your Delta flight. Once your check has been prepared, it will be mailed to the address you provided. 

  Customer Answer

  Date: 03/25/2023

  Ok, thats for delta. Whats visit the sorority flight? I would still like a refund for that since I missed out on a good bit of my trip dude to that cancellation.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/16/2023

  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-02/16/2023 Flight to *********** Employees negligence caused ** to miss our flight with two small kids with us. We arrived at the airport at 4am for a flight departing at 5:55 Their employee directed us the wrong way making us having to do 2 lines then the employee at the first desk was chit chatting delaying us again Now we have to be at the airport 7 additional hours for their negligence And we miss our hotel and rental car reservation. I would like my complete trip refunded for ****

  Business Response

  Date: 03/12/2023

  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. 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.
  
  
  
  Our records show the infant was not added to your reservation and due to a back-up in TSA you arrived late to the gate. 
  
  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:
  
  **********************************************************************************
  
  Additionally, as per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with us, you must arrive at the gate at least 15 minutes prior to your scheduled departure. If not, you do run the risk of missing your flight. We have these time constraints in place to ensure in an efficient and smooth boarding process for everyone.
  
  
  
  I'm happy to see you were rebooked for the next available flight and safely arrived at your destination. I do apologize but, I am unable to honor your request for reimbursement. 
  

• Initial Complaint

  Date:02/16/2023

  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 December 14, 2022, I used ****** travel services to book a round trip airline flight from ******* *** to ******* CHI on Spirit Airlines, travel locator AD1ZGF. The charge was for $328.18 for Spirit Airlines. The departing flight was scheduled for Friday, December 23, 2022 at 8:30 PM. After arriving at *** and boarding the flight following two hours of delays, all of the passengers were ordered to leave the plane due to the need for mechanical repairs. After waiting at the airport further, the departing flight was ultimately cancelled. See the attached flight cancellation notification email from Spirit Airlines at 11:06 PM. At this point, the gate agents were mobbed by passengers trying to re-book alternate flights. As I would be missing the family event that required the flight, I left the airport, not wanting to throw more valuable time away on hopeless travel plans. Spirit Airlines then told me that they would not refund the airline tickets that they did not honor, because I was listed as a no-show on the return leg of the round-trip flight.

  Business Response

  Date: 03/13/2023

  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 se your flight was canceled due to maintenance. Our records show you were rebooked on another flight with American Airlines on 12/24/2022. 
  
  
  Can you please confirm if you took this flight? 

• Initial Complaint

  Date:02/16/2023

  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 booked a flight in November 2022 for December 2023-January ****. I was hospitalized in early December and was told by my medical provider I could not travel, and was given a note for the airline. I contacted Spirit and asked them if it was possible to get a refund instead of a credit because it was a medical emergency. Before I got an answer, the agent cancelled my flight without my permission and automatically issued me a credit. When I told them I never authorized them to cancel and was inquiring about my situation before making any decisions, the customer service agent became very angry and rude with me and denied that I didn't confirm the cancellation despite there being a record of our conversation where I clearly did not authorize any cancellation for credit. Following this situation, I went ahead and rescheduled for *** with the credit because I only had 90 days before it expired and I completely lost my money. I was hospitalized again last month and now have to have a surgery in April/*** and am once again unable to travel. I just contacted customer service asking about the refund again, and ONCE AGAIN the agent cancelled my flight for a credit without my authorization. I only have 90 days to reschedule but my health is too up in the air for me to make any plans, and they won't extend the credit and they won't give me a refund because I had to book this flight with a credit instead of a card, despite having to do that simply because the airline cancelled my first flight without my permission. I would really like my money back and am furious that Spirit has no regard for their customers and just makes blanket decisions without considering what their customers are asking or saying. It's unacceptable behavior and I will never be flying Spirit again.

  Business Response

  Date: 03/12/2023

  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 have gone ahead and issued a refund in the amount of $562.59 back to your card ending in **** and $117.99 back to your PayPal account. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

• Initial Complaint

  Date:02/16/2023

  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 purchased two round trip flights from Spirit Airlines on 8/29/2022 for a total of $497.20. Flight details and receipt are attached.That same day, 8/29/2022, I received an email confirming the purchase and flight information. The following month (September), I received four other emails from Spirit Airlines regarding another trip (***-***) I had booked on Spirit Airlines. Also, in September, I received 10 text messages from Spirit Airlines regarding that same trip (***-***).On January 16, 2023, I accessed Spirit Airlines website to check-in for our flights that were scheduled to depart the next day, January 17, 2023. After multiple failed attempts to check-in, I was directed to a page on the Spirit Airlines website that listed my two round trip flights as cancelled. Prior to me finding this information on my own, I was never notified of the cancelled flights. To confirm, I searched through email folder, spam settings, text messages, and blocked text messages. I never received any notification from Spirit Airlines about this cancellation. I confirmed that I was, indeed, getting regular communication from Spirit regarding other flights and did receive an email confirmation on the purchase date (8/29/2022). I also confirmed that my current contact information (email address and phone number) were current in my Spirit Airlines website account. I called Spirit Airlines customer service on January 16, 2023, immediately upon realizing the flights were cancelled. I talked to two different representatives. Both representatives noted that they could not rebook my flights and could not accommodate my need to reach my destination. Because of this, I was forced to purchase last-minute flights on another airline. Additional information is included in the attachment, as there is not enough space here to continue.

  Business Response

  Date: 03/12/2023

  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 cancel. 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.
  
  
  As per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with Spirit. 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. I do apologize but I am unable to honor your request for reimbursement. 

• Initial Complaint

  Date:02/16/2023

  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 left my wallet on the plane. Within 5 minutes of Landing in ********* I tried to return to the plane and was unable to. I could not stay in a hotel I had to pass through TSA through other methods as I had no driver's license. I believe it is on the plane and they still have not recovered it or contacted me to return it. I have been threatened physically even by their employees because I lost my wallet are you people serious. I would never fly Spirit Airlines again if I have any choice about it they are constantly changing their Solutions of these of which they have none

  Business Response

  Date: 03/12/2023

  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.
  
  
  If you left your item onboard our aircraft or at a Spirit ticket counter or gate area, please click here for instructions and answers to frequently asked questions (FAQs).

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19415030
  
  I am rejecting this response because:

  I filled forms everywhere they requested.  I have more numbers than anyone can keep track of. I filed first lost form within 15 minutes of exiting plane in *****. Lost baggage  for Spirit there filled out another one. Airport lost and found there as tsa there both stated with Spirit don't count on them caring or trying to find my wallet.  They are being proved right
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/23/2023

  Hi *****, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau. As per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with Spirit. Spirit Airlines will not accept liability for the following: Unchecked baggage (baggage that is in the custody of the guest and includes carry-on baggage). 
  
  
  
  Spirit assumes no responsibility or liability for the following items in or as checked or carry-on baggage: Money, gift cards negotiable papers, and securities.

• Initial Complaint

  Date:02/15/2023

  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 for my son to visit me from Feb 18th - 25th for his winter break from school. Because he is under 15, I was charged an unaccompanied minor fee of $300 ($150 each way) on his flight which was originally $110.00. The problem that I have is that he turns 15 on Feb 28th, ten days after his flight. I am not able to change his flight due to his school schedule and thus I am stuck with the fee. I understand that there are fees but I do not feel that this fee is justified when the charge is EXACTLY the same for a 10 year old. My son would not be considered for anything if this flight was 10 days later nor does he require the same time, attention, and care that the Flight Attendants would have to provide. Spirit's lack of understanding or willingness to help is very upsetting and unfair in my humble opinion. I feel that due to him being so close to his birthday, that a prorated charge would have been more sufficient. Perhaps only charge half of the fee.

  Business Response

  Date: 03/12/2023

  Hi Alento, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Children **** years old must travel as an Unaccompanied Minor when not traveling with an adult at least 15 years old. Unaccompanied Minors are accepted only on direct flights which do not require a change of aircraft or flight number.
  
  
  
  As ******** did not turn 15 until after his flight, the Unaccompanied Minor charges were applied. 

• Initial Complaint

  Date:02/15/2023

  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 a roundtrip flight from ***-*** on Spirit Airlines for 2/10-21. After being requested by a Spirit Airlines employee to "consolidate" my very small personal bag and laptop bag, even though my small backpack was empty it could not fit into the already stuffed bag as I wanted to protect my laptop equipment. Once I tried again to board the plane, the employee exhibited a very nasty attitude and still tried to charge me $100 even though the backpack was empty. I was compliant and did what was asked, and belongings did not have wheels and was not even a small suitcase, considering my flight was also half full with rows of empty seats. This experience caused me to have no choice but to throw away my very personal backpack to avoid the very large fee. I have tried to contact Spirit Airlines via phone and social media to cancel my return flight and receive a refund for thdue to the terrible 5 a.m. flight experience, but I was told the only option is to file a complaint.

  Business Response

  Date: 03/12/2023

  Hi Destinee, 
  
  
  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 ad 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. All baggage charges are non-refundable.
  
  
  
  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. 
  
  
  
  While I am unbale to honor your request for a refund of your return flight, I have issued a reservation credit. 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: PCPDYL
  Amount: $19.89
  Expiration date: June 08, 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:
  
  
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