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

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

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

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

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:02/13/2023

  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 December 29, 2022 I flew from *** to *** via ***. On December 22, 2022 I received an e-mail from Spirit regarding a new feature of "bidding" for a large front seat (what most airlines call first class). This allows you to state how much you're willing to pay and if your bid is accepted your account is automatically debited that amount and your new seat is assigned. I bid $41 for the *** to *** leg of my flight and on the morning of my flight I found out my bid was accepted. However, in the meantime I had already paid for an aisle seat as I am a large individual, so sitting in a middle seat would cause inconvenience to both passengers sitting in the window and aisle seat. I paid $38 for my aisle seat. When my $41 bid was accepted, I assumed my $38 seat fee I paid would automatically be refunded, and I asked a gate agent at the *** airport if that was the case and she verified it would be refunded. However, three days later I saw both fees were on my credit card statement. I contacted Spirit multiple times to inquire and the answer I continually got was that seat fees are non-refundable. However, nowhere on any e-mail I received about the seat bid process or on their ****************** or FAQs on their website does it say that if you make a bid you forfeit any fees you paid for any other seats on that same flight. Paying for two seats on the same flight is an exceptionally deceptive business process and I would like my $38 refunded and I would like to see Spirit be sent a letter from BBB recommending they clarify this policy on their website (or even better changing the policy to automatically refund their original seat cost if one has been paid by the passenger).

  Business Response

  Date: 03/08/2023

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I have reviewed your reservation and I have gone ahead and issued a refund in the amount of $38.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

  Customer Answer

  Date: 03/09/2023

   
  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:02/13/2023

  Type:Customer Service 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.

  We scheduled a trip on March 6, 2022 to attend a wedding. Luckily my fianc&#***; checked their website and it said our flight had been cancelled. Right as we were headed to the airport our flight was cancelled. They did not have any flights and it wouldn&#**;t work because we needed to get there that day. We called and sat on hold for hours. It ruined our trip. There was no customer service, no one would answer the phone. We went on the website and it said if we don&#**;t cancel in 24 hours, we don&#**;t get a refund. We cancelled it online after waiting several hours to get someone. They told us since we did it online we don&#**;t get a full refund. They charged us $801.18. We just want a refund. We don&#**;t want to do business with them again.

  Customer Answer

  Date: 03/10/2023

  See attached. 

  Business Response

  Date: 03/13/2023

  Hi *** and ********, 
  
  
  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. 
  
  
  
  Our records show your flight was canceled via the web and was not a Spirit initiated cancellation. As we are a web-based, Guest-driven airline, Guests are ultimately responsible for the reservations and transactions they have made on the website.
  
  
  While I am unable to honor your request for a refund, I have issued a final credit extension. Please be advised if your credit does expire again, it can no longer be reinstated. 
  
  
  
  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: EGCVJW
  Amount: $801.18
  Expiration date: June 09, 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: 03/13/2023

   
  Complaint: 19395088
  
  I am rejecting this response because:

  We paid 800 dollars in good faith and they canceled the flight literally as we were in route to the airport. It ruined our weekend. We tried to call within 24 hours but sat on hold literally for several times for three hours per phone call. It's just good business if a customer pays for a service and they cancel it, they should do what's right and refund the customer. 
  
  Sincerely,
  
  *** & *************************** & *****

  Business Response

  Date: 03/14/2023

  Hi *** and ********, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  Our records show your flight was canceled via the web and was not a Spirit initiated cancellation. As your flight was canceled outside the 24hr cancelation policy, we are unable to honor your request for a refund. 

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19395088
  
  I am rejecting this response because:

  Your company was the one who canceled our flight. We simply went online to request a refund after you canceled the flight. 

  
  Sincerely,
  
  *** & *************************** & *****

• Initial Complaint

  Date:02/13/2023

  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 traveled from ********* to ************** and was charged $100 to get on the flight for a small souvenir bag. I paid for it because I was traveling with my son and we both need to come back on time. I think it was not acceptable to charge me for a small bag that can be put next to my personal item under the seat. I nearly had an anxiety attack because the manager was so rude and had no empathy that I had no money at the moment since it was calculated based on the simple trip. I had to have the money transferred to me to pay and take the flight before my son and I got stranded in ********. I have never been treated so poorly by an airline before. First time time and last time I will travel with this racist company. I have input the image of the receipt and image of the small lids bag.

  Business Response

  Date: 03/08/2023

  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. All baggage charges are non-refundable.

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19394849
  
  I am rejecting this response because:
  It was an unacceptable charge for a small bag that fit next to my small book bag. I pay for it because I was going to miss the flight and I couldnt get stranded in ******** with a child. They took advantage of the situation to make money. I was not even allowed to pay the online prices because the manager and representative state it was too late to pay online that I needed to park the $100. I am willing to let this go if I get half of the charge refund since they are so in need on keeping the money.
  Sincerely,
  
  *************************************

  Business Response

  Date: 03/09/2023

  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.

• Initial Complaint

  Date:02/12/2023

  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 had a small purse strapped to me when I went to *** from *** as did my husband & had no issues. On the way back, again I had no problem. Then they told my husband he had to pay $100 for his bag so I got off of the jetway & went to the *********** told me I also had to pay $100 even though they had just let me on. ****** (******) & ***** (******) were very disrespectful & rude. They said they don't have to explain anything & then walked away from me. I asked for more understanding & they refused & ignored me. I filed a complaint & a month later got a reply saying there was no discrimination (they let passengers of their same race get on with the same items after telling them to condense but did not charge them). We also are a Gay ********** could tell they did not approve of that either. Spirit said they could not refund the $200 fee. The person on the phone I spoke to kept me on hold an hour then said there was nothing they could do but they let me tell my whole story anyway "to be nice". I have never had an issue with Spirit before now. These employees just chose to implement a bogus policy for their own enjoyment. It was not a bag & barely a personal item. My main issue was the major lack of empathy & ability to treat me like a human with feelings. I did not yell or ************ treated me like scum anyway. Flight Confirmation: ZNTW3U. Jan 15th, 2023 at ***. Flight NK1023.

  Business Response

  Date: 03/07/2023

  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.
  
  
  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.
  
  
  
  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.

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19393019
  
  I am rejecting this response because: Regardless of dimensions, the fact that they let me on then charged me when I came back to the gate is absurd. Also the gate agents behavior was appalling as well.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/08/2023

  Hi *******, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  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.
  
  
  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: 03/09/2023

   
  Complaint: 19393019
  
  I am rejecting this response because: This does not acknowledge or resolve my issue. My complaint with Spirit directly was also denied because they claimed they know their employees treat everyone with respect. There is no accountability & agents are allowed to add bogus fees. I want both baggage fees refunded as they were added unfairly. The agents were racist &/or homophobic! I want justice.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/12/2023

  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 at the correct gate for my flight and very early. They never announced that our flight had changed gates and never announced our names over the intercom like they do other passengers when missing from a flight that has been changed. The app never changed the gate or sent out any notification to let us know the flight had changed. We were rescheduled to a flight 5hours later with a 6 month old this was the worst experience. *** never missed a flight before they should not be in business if they cant let their passengers know theyre making changes to the flight. Easily someone at the correct gate couldve came and announced the change made.

  Business Response

  Date: 03/07/2023

  Hi *********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  To better assist you, please provide the flight details, confirmation code, and e-mail address used when booking your reservation.
  
  
  Once received, Ill do all that I can to help!

• Initial Complaint

  Date:02/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight was delayed TWICE in a row. This is completely unacceptable. Once from *** to ********* on Thursday feb 9th 2023 and again from ************************************* on Sunday feb 12th 2023. I have a big exam for school on Monday and I cannot handle delayed flights. I'm also autistic and I can't handle being inside an airport for too long due to the loud noises and crowds of people. These flight delays have negatively impacted my health. I need a full refund or at least a partial refund since this company did not deliver on time.

  Business Response

  Date: 03/07/2023

  Hi ********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Our records indicate that your flight was delayed due to weather/Air Traffic Control. 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.
  
  
  Delays and irregular operations, although rare, do occur. We understand this may throw off your plans, but the safety of our guests is always our top priority.
  
  
  As your flights were boarded and travel is complete, I am unable to honor your request for a refund. 

• Initial Complaint

  Date:02/12/2023

  Type:Sales and Advertising 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.

  Purchase a travel ticket for me and my mother to fly back for my grandmothers funeral. Flying out from *** ******** 2/12/2022 7:10 am arrive at *** at 9:43 am. My husband drop us off at 5:30am to check in get tickets waited at the gate. When 6 something am came around they delay the flight to 1pm thats such a long delay. I contact the customer service on chat and over the phone and explain my situation and that I need to be back in time for the funeral. They did not seem to care of my situation and kept saying that I have 3 options wait, cancel or re-book a different flight. I told them that they should be taking care of the issue and need to take me to my destination. I had explain to them that I need to be at the funeral on time due to the last time to see her face before they closed that casket but they dont care. I told them they need to do something about it not I will rebook a different airline and need them to reimburse the difference. Again they dont care. Only thing they insist is keep waiting now the delay is til 7:20pm. I had call 3 times and ask for a guarantee fly the supervisor name ******** had say he can guarantee what he see in the sut em but cannot guarantee that I will get my flight ***. This type of operation and very bad customers service need to be trained again. Again I want them to think out the box and put themselves in my shoes. This is my last time to pay my respect to my grandmother and see her for the last time before the casket get closed. I had respectfully ask them to think of they are in my position *** told them if I wont make it there in time this will be haunting me for the rest of my life just because I did not do my research about the airlines and how theyre treating customers. I want the Public to see and think twice before supporting a company that doesnt care. 14hrs if delay not because of weather issue but mechanical issue which they always used in the past. I sincerely what their CEO to read and feel what Im going through.

  Business Response

  Date: 03/07/2023

  Hi Nhu, 
  
  
  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.
  
  
  Please accept our apologies regarding your flight delay. Our records show that your flight was delayed due to a maintenance-related issue. We do all that we can to prevent delays, but at times they're unavoidable as the safety of our guests and crew comes first.
  
  
  
  We understand your travel plans were disrupted. Our station issued each of you a Future Travel Voucher (FTV). You should have received an e-mail containing this information but, just in case you didn't, I've provided it again below. 
  
  
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers 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: *****************
  
  Voucher code: 47502381452400059
  
  Amount: $50.00 each
  Expiration date: May 11, 2023
  
  
  Guest name: *******
  Voucher code: *****************
  
  Voucher code: 47502387075600060
  Amount: $50.00 each
  Expiration date: May 11, 2023
  
  
  
  For information on how to redeem your voucher, click here.

• Initial Complaint

  Date:02/12/2023

  Type:Billing 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 11/06/22 , we booked a flight with Spirit airlines for March 2023 totaling $962.72. We booked the tickets with an understanding that the flights could be canceled 90 days prior to the flight, and the tickets were refundable. We canceled the flight on 11/25/22 via phone call. We requested a refund to our original form of payment (credit card), and were told that was not possible. We attempted a charge back with our credit card company (Chase) but were unsuccessful. We have contacted the airline via phone several times regarding this issue, and they continue to state the money is not refundable.

  Business Response

  Date: 03/08/2023

  Hi ****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure. 
  
  
  
  While I am unable to honor your request for a refund. I have issued a reservation credit you can use towards another 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: VJU8YT
  Amount: $962.72
  Expiration date: June 05, 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:
  
  
  ******************************************************************************************************************************

• Initial Complaint

  Date:02/12/2023

  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 2, 2023 at 8:08 AM, I purchased a checked bag on Spirit flight **** from *** to *** for $57. I did not receive email confirmation of my purchase, then or later. Four minutes later I received an email flight confirmation from Spirit, indicating I had not purchased any bags. Therefore, the next day I attempted to purchase the bag fee again. I did not receive confirmation of that purchase either. However, when I checked in online 24 hours before the flight, my itinerary indicated I had paid for two bags. I checked one bag and have confirmation of that. I phoned Spirit and sent in a complaint directly, but they said they would not refund my money, only issue a credit. I would like them to refund my money, because they told me I still needed to pay for my bag after I had already paid.

  Business Response

  Date: 03/07/2023

  Hi ****, 
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
   
  All Spirit fares and optional services are purchased as non-refundable, however, as a one-time courtesy, I have gone ahead and issued a refund in the amount of $67.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

  Customer Answer

  Date: 03/07/2023

   
  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:02/10/2023

  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.

  We had a flight scheduled to go from ****** to ********* on 12/14 just before 4pm (flight 505). The pilot became ill and the flight was pushed to 9pm. They there were mechanical problems with that plane. We ended up leaving at approximately 3:30am after waiting at the airport over 12 hours. When we arrived in ***** just before 5am, they had lost our bags. We were told by their representatives to buy whatever toiletries and clothes we needed while they tried to locate out bag. The bag finally came in late Friday night and we retrieved it the next day. We submitted a modest claim approximately 6 weeks ago and have still not received reimbursement.

  Business Response

  Date: 03/06/2023

  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.
  
  
  I have reviewed the report LASNK68738752  and I see the postal address was requested on 1/19/2023, please log into the baggage portal and reply with your postal address. 

  Customer Answer

  Date: 03/09/2023

   
  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,
  
  ***************