Business Profile

Airlines

Spirit Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

4,214 total complaints in the last 3 years.
908 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/10/2023
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 took Spirit flights 198 (*** to ***) and **** (*** to ***) on 1/2/2023. (I checked in my carseat with Spirit associate at the gate at *** (receipt attached) on 1/2/2023. I was told I should claim it at the gate in ***. The carseat was not at the gate at ***. Spirit associate at *** told me to go to carousel and it was not there. I attempted to file claim using Spirit website, but there it was not possible because the code I entered from receipt did not work. I called their number to file a claim several times, and was disconnected after 20 min holds each time. I sent email to spirit customer support email, they ignored what I told them in email and sent me automatic reply that I was supposed to file a claim (which I tried but they made it impossible because the information from receipt did not retrieve anything in their system). My property they took and failed to return to me is valued at $200.
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 carseat 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 no report was filed, we are unable to process your claim.
Customer Answer
Date: 03/09/2023

Complaint: 19384951

I am rejecting this response because:
the business ignored what I told them directly and through BBB. They simply keep saying that missed luggage request needed to be filed. However, as I indicated previously, they prevented me from filing missing luggage report, because number from piece of paper given to me by Spirit employee(it was attached originally) did not produce any results in their online system. I tried to call Spirit and was repeatedly disconnected after several 20 min holds.
Spirit Airlines took my property and continue to owe me $200 for it.

Sincerely,

*****************************
Business Response
Date: 03/12/2023
Hi ******
We appreciate your continued correspondence through the Better Business Bureau.

As I have fully researched your concerns, and reviewed our Contract of Carriage,I'm afraid I'm unable to alter the position provided.
Customer Answer
Date: 03/15/2023

Complaint: 19384951

I am rejecting this response because:
I took Spirit flights 198 (*** to ***) and **** (*** to ***) on 1/2/2023. (I checked in my carseat with Spirit associate at the gate at *** (receipt attached) on 1/2/2023. I was told I should claim it at the gate in ***. The carseat was not at the gate at ***. Spirit associate at *** told me to go to carousel and it was not there. I attempted to file claim using Spirit website, but there it was not possible because the code I entered from receipt did not work. I called their number to file a claim several times, and was disconnected after 20 min holds each time. I sent email to spirit customer support email, they ignored what I told them in email and sent me automatic reply that I was supposed to file a claim (which I tried but they made it impossible because the information from receipt did not retrieve anything in their system). My property they took and failed to return to me is valued at $200.

Sincerely,

*****************************
Initial Complaint
Date:02/10/2023
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.
The flight was canceled and I was asked to pay $279.59 to book a new flight. The complaint number is in the attached picture. I have filed numerous complaints and I am ignored. Also, we waited at the airport for over 8 hours and even boarded the flight. Then the flight got canceled. We received vouchers for $50 for the inconvenience. When we try to use them, we are told the flight we wont isnt eligible for the voucher. **************** was of no help after spending over 4 hours texting and calling. I would like spirit to book us on a flight with our vouchers and refund the $279.59. Three tickets were impacted.Voucher information ***************** ******************* Guest name: ******************* Voucher code: ***************** Guest name: ********************* Voucher code: *****************
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'm so sorry to hear you are not pleased with terms of our vouchers.The value of a Future Travel Voucher is applicable towards the flight only portion of the Base Fare and not of the flight price. In order to view the amount that your voucher should cover, when you're booking your flight on spirit.com, once you click the drop-down arrow next to Flight Price, your voucher will go towards a portion of the Flight breakdown. Vouchers will not cover any additional government surcharges, passenger usage charges, or compliance fees. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. You dont have to fly by the expiration date, just make a reservation before it expires.

I do apologize but we are unable to override the features of our voucher.

Upon reviewing your reservation PDTERV, I see you were rebooked for a flight on December 28th and requested to cancel that flight and a refund was issued. Your refund in the amount of $276.00 was processed back to your **** card ending in **** and $45.59 back to your Mastercard ending in 1674.

Because this flight was canceled and refunded, you were required to purchase a new flight. No additional compensation is due at this time.
Customer Answer
Date: 03/06/2023

Complaint: 19384827

I am rejecting this response because: I purchased three flights. PDTERV, LIBI5T, and HH2WQZ. Please refund LIBI5T.
Also, please help me book the flight with the voucher. Its not working. The customer service desk told me some flights arent eligible, but they cant tell me which ones arent eligible.

Sincerely,

*******************
Business Response
Date: 03/23/2023
Hi *****,
We appreciate your continued correspondence through the Better Business Bureau.

Since I am unable to run credit card information through email for the security of our guests, kindly contact our Reservations team at ************ for immediate assistance regarding your vouchers. They are open 24/7 and our specialists will be glad to help you.

Additionally, as your flight LIBI5T was boarded and travel was complete, I am unable to honor your request for a refund.
Customer Answer
Date: 03/23/2023

Complaint: 19384827

I am rejecting this response because each time I call the company, theyre unable to resolve the issue. I am asking that a representative who can resolve this contacts me.

Sincerely,

*******************
Business Response
Date: 04/03/2023
Hi *****,
We appreciate your continued correspondence through the Better Business Bureau.
I do apologize but we are unable to override the features of the voucher.
Customer Answer
Date: 04/03/2023

Complaint: 19384827

I am rejecting this response because no representative has contacted me like requested. We can close the case as is because the airline refuses to call me.

Sincerely,

*******************
Initial Complaint
Date:02/10/2023
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 am trying to retrieve $54 from my reservation as Spirit owes me from switching to a carry on to a checked. Or it can be applied towards a charge. Yet they are telling me no and would like me to use it for future credit. I do not plan to fly with Spirit. I never do, yet this is how the booking was made. Please provide me a resolution. I would like this to be refunded or used towards charges I have already made. I cannot use it for future as I won't be booking spirit. Also if I purchase luggage as a checked bag for my flight coming back that is a future use. Why cant it be applied? I need corporate to reach me back.
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 have reviewed your reservation ICME7F and I see your refund was processed in the amount of $54.00 back to your Mastercard ending in **** on 02/10/2023.
Initial Complaint
Date:02/10/2023
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.
Spirit airline charged me for a carry on bag that was not brought. Their agent at gate a10 in ********* on Feb 10 2023 stated that because the item I was bringing on board qualified as a personal item and did not need a carry on fee, that I would be eligible for a refund. He told me to contact spirit Airlines customer service to receive such a service.I contacted the online customer service agent who stated they would not give a refund despite the agent stating I was eligible for one in person.All I am seeking is a refund for services not rendered. A picture of my personal item fitting under the seat per Spirits policy is attached.
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 have reviewed your reservation HK6S9N and the picture you provided. Please be advised, the bag in your attachment needs to fit all the way under your seat and this bag does not.

As there are no notes left by the airport agent, and all baggage charges are non-refundable, I am unable to honor your request for a refund. I have however, 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: HK6S9N
Amount: $64.00
Expiration date: June 3rd, 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:02/09/2023
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.
They also do not keep their promises.I have several complaints about them:1 ) On Thanksgiving Day last year, they offered a round trip from ******* TO ******** FOR $286.00 ON DECEMBER 24 arriving at 1:07 pm at *** *********************** airport.After I booked my trip, they cancelled it; then when I tried to rebuy; prices raised up to $541 and more. Chepoair agent booked the trip because there were too many difficulties on their website. Each time I tried; tickets were more expensive. Like above $600 instead of $ 286 originally offered. 2) I got my round trip to ********, departing on Dec. 25 from AtlantaNK1209 at 6:00 am to ******* arriving at 7:33 am. instead of ***************, then from ******* NK 236 9:23 am to ******* arriving at 1:07 pm. At ****************************, staff did not want to give my boarding pass because ********* migration website was down since the day before. The bold black security guy pulled me out arguing that it was fine, and he cannot read Spanish. The migration website kept saying because it was down, IT WAS NOT REQUIRED TO AIRLINES HAVE THE CONFIRMATION FROM MIGRATION, THEREFORE, WE DID NOT NEED IT AT THE MOMENT.I arrived at 3 am. By 4:30 am I could not get this airline request done, so I asked for his supervisor. Employees were not friendly at all. I had to wait about 15 minutes too stressed out, because I did not have my boarding pass available yet. Supervisor showed up, then she tried register me in her own cell phone. Then, she said you are fine. "I am giving you your boarding pass. Do not worry. I am taking care of you". At the gate, flight was delayed because flight attendant DID NOT SHOW TO WORK.ALL OF ** MISSED OUR CONNECTION FLIGHTS. IN ******* SERVICE WAS HORRIBLE, I HAD TO SLEEP AT AIRPORT AND GET A TICKET IN ANOTHER AIRLINE. I PAID $604 ON ******** AIRLINES TO BE ABLE TO GET TO ******** 3) Weight balance in ******** is wrong, it shows ********* pounds 500 gr. and at desk are ******** pounds 450 grams to charge extra weight.
Business Response
Date: 03/05/2023
Hi ******,

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

I'm so sorry that your recent experience with us was not pleasant. Spirit offers a huge variety of prices on our seats, we strive to offer ultra-low fares and we often have many promotional and or deeply discounted fares. These fares will have limited seating and restrictions may apply to that flight. As with all other airlines, Spirit Airlines' prices may change throughout the day. Airfares are subject to change and several factors influence pricing.

I appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our Director of Airport services for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

I'm truly sorry that you missed your connection. Our records show that your outbound flight crew was delayed due to weather/Air Traffic Control on their previous flight, which is outside of Spirits control.

While I am unable to reimburse for your American Airlines expenses, I'm happy to see you were refunded for the ******* portion of your flight.
Initial Complaint
Date:02/09/2023
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.
I cancelled two flights with spirit on Feb 9, 2023. The confirmation number is NNEG9E. The flights cost $402.36. I was only offered a $112.40 credit on a future flight. The Spirit website says cancelled flights are only charged a $99 cancellation fee, but I was charged $289.96. I contacted a rep through chat after waiting four hours and they said there was some sort of spoilage fee applied. There is no mention of any such fees on the Spirit website. This company should not be able to make up fees after the fact such as spoilage fees. I would like the full refund applied to my credit card.
Business Response
Date: 03/05/2023
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.

Guests who initiate a cancellation after 24 hours of booking to their non-refundable reservations will not receive a refund. A cancellation charge; 0-6 days out is $119, **** days the charge is $99, ***** days out is $69 and no charge for trips more than 60 days out, plus a Passenger Usage Fee of $22.99 per segment per person will be deducted from the total cost of your reservation and a reservation credit will be created for the remainder, if applicable.

For more information regarding our Modification/Cancellation guidelines, I've included the link below for your reference.

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

While I am unable to honor your request for a refund back to your card, I have reversed the cancelation fees and 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: NNEG9E
Amount: $289.96
Expiration date: June 02, 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: 03/08/2023

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:02/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Jan 29, 2023 I had a return flight from *** to ***. I checked in the app an hour before the flight and received confirmation my tickets were checked in. I proceed to tsa and discover that my boarding pass never loading. I was told to return to see agent at counter to print the passes. The agent told me she couldnt print the passes and my tickets would have to re-book at $100 fee for each ticket. She refuse to look at the screenshot of app stating check in was done. I tried contacting support for a refund and was told i should have show the picture to the agent who refuse to look at. I requested to speak with a supervisor and after waiting for 2 hrs I was never forward to a supervisor and no one ever called or email me. I want a refund for fee i was made pay.
Business Response
Date: 03/05/2023
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. Our records show there was an app check-in attempt, however the check-in was not successful.

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.
Customer Answer
Date: 03/06/2023

Complaint: 19379255

I am rejecting this response because:
Unfortunately I did check in multiple times before the cut off time for both my tickets. The app even stated i was checked in multiple times. I have attached a screenshot I was able to grab of one the last few attempts. I had explained of this to airline representatives who said I was to contact customer service about the glitch in your system. This seems fraudulent and very deceptive. I will be following with my credit card and state attorney general to notify them as well.
Sincerely,

***************************
Business Response
Date: 03/06/2023
Hi *******,
We appreciate your continued correspondence through the Better Business Bureau.
I'm truly sorry to hear you were dissatisfied with the level of service you described. I assure you that we are committed to offering quality customer service and ensuring that your flight experiences are both positive and memorable. We apologize if your experience with us fell short of the standards we strive to achieve every day.
Customer Answer
Date: 03/07/2023

Complaint: 19379255

I am rejecting this response because: Failed to address glitch is system that shows I successfully checked in but would not display boarding pass. Screenshot visually confirms check in completed.

Sincerely,

***************************
Initial Complaint
Date:02/09/2023
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.
I tried to cancel a flight and was placed on hold for 2.5 hours. I was logged as a no show for that flight because the flight time passed 2 hours after I called to cancel and denied any type of refund for this flight. I canceled my return flight and was denied my total refund because of a cancellation fee of $99 and $22.99 for a spoilage fee. Total ticket original price was $547.84, but i tried rebooking one flight for an additional $99 which brings my total to ******. I believe I was owed some type of refund but I was denied any further explanation. I was told I could not cancel my flight at the airport which is why I called the service center. I believe I deserve some refund for the cost that I expended because the fee do not add up. My second flight could not be canceled in time because of the service department did not respond before the flight took off. I was denied a full refund on my return flight but the fees do not add up.
Business Response
Date: 03/05/2023
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.

Plans change we understand and that's why we offer several options on how to cancel your reservation. The quickest and least expensive option is to visit "My Trips" and make modifications yourself. Changes can be made up to an hour before scheduled departure.

While I am unable to honor your request for a refund, I have issued a reservation credit you can use towards your next 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: UI8H3G
Amount: $357.18
Expiration date: June 02, 2023

Reservation Code: JDGTTV

Amount: $ 298.83
Expiration date: June 02, 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: 03/07/2023

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:02/09/2023
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.
Spirit Airlines Flight Confirmation: OF5I6P We were traveling from ******* to *************** with a quick layover in *******, our connecting flight was delayed multiple times, from 5:55 PM to 10:00PM and then cancelled for a next day flight ALT/MIA because the flight crew did not showed up (confimed by staff). When finally we made it to the counter, the Spirit supervisor (male guy) said the airline will not provide any hotel/meal voucher and if I dont want to pay for a room, me and my family are more than welcome to sleep at the airport floor. After 2 hrs waiting for the registered luggage to come out (almost midnight), we were able to get to our room, next day, flight was cancelled again, the reason was weather condition even when other airlines were flying same route ***/MIA.The aviation consumer protection dashboard states that Spirit Airlines is obligated to cover for hotel accommodations if affected by an overnight cancellation and meals if delayed by 3 hrs or more.Spirit did not honored the contract and is refusing to refund our expenses.
Business Response
Date: 03/05/2023
Hi ******,

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

I am so sorry that your flights ***-*** and ******* was canceled due to weather/Air Traffic Control. We do all that we can to leave on time, but the safety of our guests and crew will always come first. Air Traffic Control (ATC) ensures the safe operation of all aircrafts flying at any given time. When there is inclement weather, ATC makes sure that there is enough safe space between aircrafts. Delays and cancellations may occur due to the limited airspace during times like these.

When this happens, we can re-book you on the next available Spirit flight or we can issue a refund of the unused portion of your itinerary. As requested, a refund was processed for your canceled flight.

When it comes to a flight cancellation caused by severe weather, Air Traffic Control decisions or other issues outside of Spirits control, we dont offer reimbursement for the other airline or hotel accommodation for such events, since they are out of our hands. When these situations occur, the options are re-accommodation on the next available Spirit flight or if this option is unsatisfactory, a refund of the affected flight is issued.
Customer Answer
Date: 03/06/2023

Complaint: 19375106

I am rejecting this response because:
Totally understand the flight ******* was cancelled due to weather conditions but the previous day and original flight ***/*** was cancelled because the flight crew did not showed as it was informed by your desk personnel (nothing related to weather), the flight was delayed multiple times in a 5 hrs period and neither pilot nor flight attendants showed.

On top of that your on-site front desk manager was very rude and disrespectful not only with me but to all passengers.

Your contract of carriage with the *** section 8.3

In the process of rebooking on another Spirit flight, Spirit will provide overnight accommodation(s) or will reimburse reasonable costs of overnight accommodation(s) for non-local guests in the event of a controllable cancellation or an extended controllable delay departing after the scheduled departure day. If the hotel accommodation does not include shuttle service to and from the airport, we will provide ground transportation to and from the hotel at no additional cost or we will honor reasonable requests for reimbursement.

If you claim not having flight crew was a non controllable issue, then this airline have very serious problems

Sincerely,

***************************
Business Response
Date: 03/06/2023
Hi Carols,

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: 03/06/2023

Complaint: 19375106

I am rejecting this response because:
So the airline wont honor the contract?

Sincerely,

***************************
Initial Complaint
Date:02/09/2023
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 traveled with spirit today confirmation # JKDJYQ, i had to pay for a luggage for 40lbs 79$ and my luggage had 10 pounds extra they made pay a second full price like i had a second luggage which is ridiculous i paid for 1 50lbs bag $148 unfair and exaggerated , at the same time i asked to be accommodated to be able to seat next to my 6 year old child they didnt make switch not even by paying when i asked I thought they did but they didnt !! I had to go the whole flight with my 6 year old in top of me asleep as she was falling asleep next to an stranger, after i get on the plane i asked the flight attendant for help with the seats she said you should of have pay for seats i said to her i tried!! Then i asked to bug a soda and the same corny flight attendant says to me is $59 for a soda so i told her I wouldnt even be surprised and she responded to me ok then $59 will be the tip us ? I said to my self is the type of good customer experience?
Business Response
Date: 03/05/2023
Hi ******,

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

I'm so sorry that your recent experience with us was not pleasant. Because we strive to offer the absolute lowest fare possible, Spirit has implemented a baggage weight limit of 40 lbs. Less baggage weight means less fuel, and more money for you. We are happy to be able to pass along those savings to our Guests in the form of lower fares.

While other airlines structure their fares to cover all their costs, Spirit charges for transportation and offers options for baggage and other amenities. We know that other airlines do have higher baggage weight allowances. The good news is, even if your bag weighs a little more than you thought, you can still bring it along. You'll just have to pay a few extra dollars depending on exactly how much your bag weighs. I've provided a link below with more information. Just scroll all the way down for our overweight charges.

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On every Spirit flight, Guests have the opportunity to select their preferred spot onboard. If you don't select a seat, we assign random seats at check-in for free, but we can't guarantee that you will be seated with your friends or family.

Your fare doesnt include refreshments - even water - because it costs money to stock them and gas to carry them. We have snacks and drinks onboard for sale. Customers are welcomed to bring snacks and drinks on board with them if they wish.

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