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

  1 Harborside Dr Boston, MA 02128

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:02/08/2023

  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 took my money and did not provide services. We reserved tickets through flycheepestonline.com I purchased tickets from ************ to ******* and ******* to ******. My sister missed flight from ******* to ****** on April 19,2022. After flycheepestonline.com over charged me for booking another flight to ******. I was able to speak with Spirit Arlines directly and explained the situation who said do not worry we will honor your return tickets.Then miraculously just hours before getting on the flight on 4/29/2022, someone reported that the card was fraudulently used to purchase the tickets. They canceled our tickets without refunding money. I did not call and do this, This leads me to believe that someone connected to my situation, mainly (flycheepestonline.com) did this. it seems very vindictive and with malicious intent. I am trying to understand, is if the airline refused to honor my tickets due to fraudulent circumstances. They claim I did not authorize the purchase. Then why are they trying make me pay for the tickets. I filed three complains and recently they told me that my sister was no show at the airport that is why they cannot refund my money which is not true.Also, and most suspicious, is that soon after opening my dispute with ***** again some other than me called and canceled the dispute. I was told this by ***** a few days later when I called back to check on my case and ask a few questions.This matter is without doubt most troubling. It makes me believe that someone is definitely trying to cause me harm and is going out of their way to do so. I do want this matter looked into with the full power of your companys resources. I was told by your company that this was not fraud. I would like them to refund all my money. It took me three thousand to fly from ************ to ****** and back just to bring my family home.

  Business Response

  Date: 03/06/2023

  Hi Feruza, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  We value the privacy and security of our passengers, and we take fraud very seriously. Upon reviewing your reservation, I see your reservation was flagged due to fraud and you were required to rebook your reservation in person using a different credit card. 
  
  
  
  I have reached out to our accounting team and have been advised you received your refund from American Express. 

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 19368123
  I did not pay with ***************** You have the wrong card.
  I am rejecting this response because:

  You have the wrong card, I did not purchase tickets with Alerican Express. I contacted my my bank and they provided a letter that my card was in a good standing and still in a good standing. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/15/2023

  Hi Feruza, 
  
  Thank you for the information. Please reach out to the ************* you used to book your flight as they used an **************** card to secure your booking. 
  
  As this card was then report for fraud, it was refunded. We have no card on file for this reservation AG4IUJ ending in 5677. 

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19368123
  
  I am rejecting this response because:

  I forwarded my by statement with the prove that I purchased these tickets. 

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

• Initial Complaint

  Date:02/08/2023

  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 has been real unprofessional in giving information about points. Called one day, they said ****** points, called another and said ***** and $100.?? Never received the ***** points for my MasterCard usage. Also when checking in on a flight, I was told personal item was too big and they tried to charge me for it. I did in fact fit it in yellow test box. They tried cheating by using a smaller box- beware!!!. Although they did give me a 50 dollar voucher for the hassle, I found out its only worth about $10 as it does not cover taxes and fees!! I desire the $280 that we paid for the flight due to the bad hassle,scam etc. I also need my ***** points allocated.

  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.
  
  
  Mastercard points are earned after making at least $1,000 in purchases within the first 90 days of account opening. Upon reviewing your Free Spirit account, I see your ****** points have been posted. 
  
  
  
  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.
  
  
  
  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. 

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19364943
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19364943
  
  I am rejecting this response because:
  My main concern is that I flew twice a month for years and I use the same personal item every time. There is a yellow box for carry on size, a smaller one for personal item size, where I checked my bag previously. My bag cant grow!! I was rudely told it would not fit. They used a smaller black box. I told them to check it at the other gate yellow box and almost missed the flight!! Bad service for a frequent customer 
  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. 

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 19364943
  
  I am rejecting this response because:
  First of all my 18 by 12 - by 6 item does in fact fit totally in the 18 by 14 by 8 yellow personal item box. We as great customers were treated rudely at the gate besides having to walk around the airport terminal showing the gate agent that my tiny case fits in. By the way even though you did send an email with a companion pass, I am unable to find my ***** points in my account. It says I only have less than ****. Also noted we are never treated in a warm manner by gate agents and never notified by a delayed flight (ie. We are sorry for the delay due to weather etc.)
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/07/2023

  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.

  I discovered that spirit airlines charged a membership fee to my credit card without my authorization. I signed up for one time membership 2/2/22 with no intention of renewing. The rep said it would be for 1 yr and I would receive email when it was about to expire so that Id have the option of renewing. I received no such contact and discovered a ***** charge that I didnt authorize. Ive attempted to contact spirit but keep being put in cue but no response. There system wont even let me delete my credit card info. I have filed dispute with my credit card company.

  Business Response

  Date: 03/02/2023

  Hi ***, 
  
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Im sorry to hear you were caught off guard by the renewal of your Spirit *********** membership. I found that you joined our ***********, paying the enrollment fee. The terms and conditions you agreed to upon signing ******** that memberships are non-refundable, non-transferable and automatically renew yearly. 
  
  
  
  A reminder email was sent to *********************** on 01/02/2023 alerting you of the upcoming renewal. As your membership was not canceled prior to that date, it remained active and the card on file was automatically charged $69.95, extending the membership for another year. 
  
  
  
  If you wish to cancel your membership, you may reply to this email granting permission to do so. I see your refund was processed on 02/08/2023 in the amount of $69.95 back to your card ending in 8188. 

• Initial Complaint

  Date:02/07/2023

  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 family and I flew on 2/1/23 from *** and were supposed to connect from ******* to ************ ** but things changed when they had computer issues and said we'd have a delay. The flight was supposed to depart at 5:50 am and arrive around 8am to *******, and depart from ******* around 10:30 am, arriving to PR around 4pm PR time. Since i'd been at the airport since 3:30am, i ended up just sitting near the gate and trying to rest. When we noticed another ******* flight being boarded with some passengers from our flight, I walked over to the ticket agent since it was almost 8 am to let her know that i feared we'd miss our connecting flight. There was a direct flight departing at almost 11:30 am that i asked if we could be switch to, but she stated it was oversold and the only other flight was one at 11 but arriving in *************** and connecting arriving in PR around 9pm. We switched to that flight and i reached out to Spirit CS to let them know that no one even looked to accommodate connecting flight passengers and that at that point, i'd spent almost $100 dollars in airport food and non alcoholic drinks, with another stop remaining. They sent me 8 $7 vouchers in total that i couldn't use on the plane, so when we landed in ** we attempted to use for a late lunch. Only 2 of the vouchers were valid, all others were declined, which i ended up spending $200 total between both airports and the flights. I reached out multiple times and have gotten nowhere with them. We almost didnt make it to the hotel for check in, but they were understanding and helped us out. The lack of communication was really what was upsetting and the complete disregard for the experience we had is really disappointing. We spent my daughters whole 14th birthday at airports and missed meeting up with family for her birthday dinner.

  Business Response

  Date: 03/02/2023

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Please accept our apologies regarding your missed your connection. Our records show that your outbound flight was delayed due to maintenance which ultimately caused you to misconnect.
  
  
  Im very happy to see that you were re-booked for the next available Spirit flight. I understand that you still may have incurred a few additional out of pocket expenses. Id be happy to review any receipts that you have that show this!
  
  
  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.
  
  
  
  Food receipts must be detailed and show the date of purchase, items purchased and form of payment used. 

• Initial Complaint

  Date:02/07/2023

  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.

  Date if transaction October 27th 2022 in the amount of $383.59 to Spirit Airlines. They claim they issued a refund to my account on January 8th, but there is not a refund in my account. And the last 4 digits of credit card number they gave me does not match my card. I would like the refund as my flight was canceled that I had already paid for. I have uploaded out conversation with a reference number and credit card number they claim the refund was sent to.

  Business Response

  Date: 03/02/2023

  Hi ***, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Im terribly sorry to hear that you havent received your refund. Our records indicate that you secured this reservation using a third party booking agency (Travel Fusion).
  
  
  Typically when that happens, the third party travel agency will collect payment from you, but then use a company credit card to secure the reservation with us.
  As we are only able to issue the refund to the original form of payment, youll have to contact your travel agency to coordinate the refund.
  
  
  We have released the funds in the amount of $383.59 to the Mastercard ending in **** on 01/08/2023.
  
  
  Again, I do apologize for any trouble this may have caused.

• Initial Complaint

  Date:02/07/2023

  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 Thursday February 2nd my wife and I flew from *************** to ************* on Spirit Airlines. We boarded the plane and when we sat in our seats, we noticed a vomit smell and we realized once we were taxiing to take off that the vomit was actually crusted on the floor at our feet and in the back seat pouch and all over the seat in front of my wife. Once we were airborne, we notified the flight attendant, and she was shocked that the plane we were on had not been cleaned or sanitized properly. She moved us to the back of the plane for the remainder of the flight and filed an incident report regarding this absolutely disgusting situation. The flight attendant took down our information and stated that once we arrived in ************* the incident report would be sent to the corporate office of Spirit Airlines. This is absolutely unacceptable by Spirit Airlines. This is a health issue and a major violation on the airlines clean and sanitizing procedures prior to boarding passengers on to the plane. Upon arrival to *************, we headed down to baggage claim to get the one bag we checked in and found that Spirit Airlines had damaged it. We filed a complaint with the airlines for the discovering of vomit and for our bag being damaged, but yet we have not heard back from the airlines. We are seeking a full refund for the tickets, seats we purchased and bag fees to and from *************, plus an additional monetary amount for the exposing us to a very, very unhealthy situation. Spirit Airlines should be ashamed of themselves.

  Business Response

  Date: 03/02/2023

  Hi ***** and *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I sincerely apologize for the conditions of your seat on board flight NK-**** and thank you for bringing this to our attention. Weve forwarded your correspondence to our Sr. ******* of Onboard Experience who will address this situation with the persons responsible for cleaning our aircraft.
  
  
  
  Upon reviewing your reservation HJDYGQ, I see you have disputed the charges. Since a dispute has been filed, we are unable to issue any refunds as your bank has opened an investigation into these charges. Please allow your bank to complete its investigation. 
  
  
  
  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 be advised-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. 

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19346117
  
  We are rejecting this response because:  I feel Spirit airlines put us in a very unhealthy situation.  Yes we are disputing the charge with our credit card company but feel we should be given a monetary amount as well from the airlines as my wife has multiple sclerosis and her immune system should not have been jeopardized by the filth of the plane.  We are not sure what exactly we were exposed to with the vomit all over our row.  We do expect Spirit to not fight the dispute with our credit card company.  We are never flying spirit again and we filed a complaint with the **************************** as well.  Spirit should be ashamed of themselves.
  Sincerely,
  
  ***** And ***********************

  Business Response

  Date: 03/02/2023

  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: 03/03/2023

   
  Complaint: 19346117
  
  I am rejecting this response because Spirit is not taking the responsibility of having the plane not cleaned up properly leaving the crusted vomit on the floor in our row and in the seat back pouch in front of my wife.  We deserve an explanation and a monetary compensation for them putting us in an unhealthy and irresponsible situation on their part.  Again Spirit Airlines should be extremely ashamed of themselves.  
  
  Sincerely,
  
  ***** And ***********************

• Initial Complaint

  Date:02/07/2023

  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.

  Spirit Airlines is and unethical and has policies that waste customers time and money. **************** takes over 3 hours to reach, and once they answer they keep putting you on hold and are of no help to any issues that were asked about. The give you a tun around and in my case hung up on me after telling me it was my problem.I have been flying with spirit for many years spending thousands of dollars and accumulating points. Last month all my "SQP" points disappeared and they were unwilling to help in any way. These points allow upgrade to services, seat assignments and milage accumulation.Last year in March spirit left me stranded in ********* for 5 days citing "weather" both ******* and ********* were clear of weather and spirit was unwilling to compensate for any of the additional fees that I incurred. My children also missed 3 days of school because of this.On a recent flight I was given vouchers to use because of an emergency landing needed on my way to *************, when I entered the codes given to recieve a discount of $100 neither were valid.It said I could call ************ which doesn't work once you press the appropriate # it sends you in a circle and won't connect to customer service. All of the customer service options are invalid or have unreasonable wait times. And I you get through the representative is unhelpful.I would like my SQP point return. I would like to be compensated for the 5 days I was stranded in *********, and I would like Spirit to repair it's ***************** ******************************* Free ******************** # **********

  Business Response

  Date: 03/02/2023

  Hi ********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  
  SQPs are non-redeemable and are used solely to measure a members progress towards Free Spirit Tier Status qualification and earning the associated benefits in a given calendar year. A calendar year is defined as between January 1 through December 31 of each year. At the beginning of each calendar year, the Members SQP balance resets to zero (0) for the purpose of requalification. If a
  member fails to requalify for either Silver or Gold status, their membership level will be returned to the lower level as of January 1st of the following year.
  
  
  
  I am so sorry to see that your flight 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.
  
  
  Please be advised, 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 I am unable to override the features of our voucher. 

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19345496
  
  I am rejecting this response because:

  1. i have been a free spirit member for many year and the points have never been reset. Only until I was about to become a silver member did these points rest. Resetting the *** would never allow anyone to recieve silver or gold status unless one flies daily with the airline and then you would only have a short period of time to use it because it would reset. Straight lie.

  2. I was left in ********* for 5 days, not extra flights were made and weather was only an excuse. I had people on the ground at both locations. Spirit didn't have the staff to make the flight they just used weather as an excuse. 5 days stuck in ********* with 4 people and 2 students missing classes. And when you call customer service it was hours long waits and no one willing to help. I was hung up on several times and would have ro wait hours to speak with anyone again.

  3. The vouchers are a scam. They don't work! One time in the past I got one to work and it was for half the value state. But in order to speak to someone it takes multiple hours on hold with no one of help on the other end.

  The customer service is horrible. It takes several hours to talk to anyone. And half the time spirit hangs up on you before you can even speak with someone. The text service kicks you out if you leave to go gather information, eventhough they already have the information since you sign in with this account.

  The whole airline is unprofessional and obviously takes no accountability for it's actions. I only continue to use this airline because I have limited options to the location I travel most. But I won't be using this airline for any other trips that I take.

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

  Business Response

  Date: 03/02/2023

  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: 03/03/2023

   
  Complaint: 19345496
  
  I am rejecting this response because:

   

  Nothing has been resolved only excuses.

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

• Initial Complaint

  Date:02/06/2023

  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.

  On 2/5/2023, I along with 8 other patrons had a flight booked with Spirit Airlines that was to depart at 2:44pm, land in *********, ** and from there was to be a connecting flight to *******, **. The 1st flight which was departing ***************, ** was delayed multiple times which caused us to miss our connecting flight. We spoke with a manager for Spirit by the name of Rayon at the *** airport and he said he was trying to help us. 1st he offered us a flight out of ***** to *******, then said he could not book it and they offered us a hotel for the night and a flight the next day 2/6/2023. We explained that my wife, ****************************************, was scheduled for work 2/5/2023 at 11pm and that she was an ER RN working for a unit in ******* that was already short staffed and needed to make it home. I also explained that I had a mountain of work to get to and needed to make it home for work the next morning. We had multiple people in the party with medical conditions sand some did not have their medication as it was in their suitcase that was sitting in the back with the flight being delayed. We were told after the ***** flight fell through that we cold fly to ********* (***) and that Spirit would book us flights on Southwest Airlines to leave out Sunday night at 10:20pm and arriving in ******* at 11:39pm which we were happy with. We went to get on the flight to *** and were told that our boarding passes did not work, of course we were angry and the woman at the desk did not try to help us and proceeded to raise her voice and rude with some of the women in the group, all of which are 50+ years old and up. Very disrespectful. Once that was fixed, we got to *** only to find out that there was no record of any tickets purchased with Southwest and we were stranded. We were promised a 5:40am flight through Delta only to find out that was never purchased either. We did not get the hotel reservations until after midnight even though it was decided that we would have to stay the night before 10pm. My wife spoke with a manager at the *** location and they were able to book us flights on Southwest this morning around 11am. We found out at that time that we were booked on a 6pm that was already overbooked and that we had stated previously that we could not do. The whole process was a disaster and it costs my wife and I money and frustration. My wife cried because she missed taking our daughter on a school outing as well as missed work.

  Business Response

  Date: 03/02/2023

  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.
  
  
  Please accept our sincerest apologies for the delay of your flight. Ive researched your reservation and our records show that your flight was delayed due to the previous station. We do all that we can to prevent these delays but at times they're unavoidable. Rest assured, we're doing all that we can to improve this aspect of our service.
  
  
  We understand your travel plans were disrupted. Our station issued each of you a Future Travel Voucher (FTV) in the amount of $50.00. You should have received an e-mail containing this information. Just in case you didn't, I have 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: *****************
  
  Amount: $50.00
  Expiration date: May 04, 2023
  
  
  Guest name: ****************************
  Voucher code: *****************
  Amount: $50.00
  Expiration date: May 04, 2023
  
  
  
  For information on how to redeem your voucher, click here.
  
  
  I do apologize but we are unable to reimburse for lost wages. 

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/15 we were on a flight from *** to *** to depart at 8:41 pm. We boarded our flight just before take off was to occur. After 1 hour wed been told our plane needed work, then our pilot timed out. We were told another pilot was coming from another airport. We were told we could de-board but should stay near. Us and some other people were at the bar across from our gate. Shortly after another flight was gathering at our gate. then our flight mates who stayed on got off, came over and told us our plane was leaving. We never got any info from Spirit. It was now about 10pm and we didnt get another word until approx 2:30AM when they cancelled our flight and rescheduled for the following night. We were offered a ridiculous $7 voucher for food, which is quite frankly insulting. Someone mentioned there was a line to ask for hotel vouchers, though I dont know that is true. *** entire plane needing the same in a line at 2:30AM figured that was hopeless. A staff member told us our bags would be at a baggage claim. We all went down, waited about 20 minutes just to be told our bags werent coming as they had no one to get them off the planeAfter a $250 hotel, $170 in Lyfts, $50 in items for two such as a change of clothes and toiletries, $30 in food and drinks, we made it ******************* for a 5pm flight. Our flight boarded 45 minutes late and when we FINALLY landed in ****** we waited an hour on the tarmac to de-board. I have not received an apology or offer to reimburse me for our added expenses. They offered us $50 each for a FUTURE flight. Again, insulting as if anyone would ever fly with them again. Our total cost of flights tou trip was $2065. The charges alone are ridiculous but we chose to bite the bullet on that. But the blatant disrespect and disregard the airline and staff had was disgusting. We were lucky we even had credit cards to get by as some may not have. Some passengers had small children. We never received so much as an explanation

  Business Response

  Date: 03/01/2023

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I'm so sorry to hear that your flight was canceled due to crew. We do all that we can to prevent these cancellations, but at times they're unavoidable as the safety of our guests comes first. I know that this cancellation threw off your schedule, and I am really sorry about this. While the reality is that delays and cancellations are a very small percentage of our operation, we definitely understand that they are the single greatest cause of frustration for everyone.
  But not to worry, well do all we can to make it right.
  
  
  I'm very happy to see that you were re-accommodated on a flight for the following day and safely reached your destination
  
  
  I understand you have had some unexpected expenses. Please attach the receipts that outline the expenses you incurred as a result of this cancellation.
  
  
  (Once the proper documentation is received, it'll be forwarded to our Refunds Specialist for review. If reimbursement is approved, the review process can take up to 20 business days to complete. Should our Specialist determine that compensation will be issued, a the 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.

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 19343052
  
  I am rejecting this response because:
  There is no clear answer. Spirit airlines has received the documents showing my expenses. There was no offer of reimbursement in that response. 
  Sincerely,
  
  *************************

  Business Response

  Date: 03/14/2023

  Hi ******, 

  We appreciate your continued correspondence through the Better Business Bureau.

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

• Initial Complaint

  Date:02/06/2023

  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.

  They lost my bag en route from *********, ** to *******, ** on Jan 30, 2023. I have tried to call their corporate office multiple times (each with 30+ minute waits). Each time I call they tell me that there is nothing to do but wait to see if the bag is found. This itself is unacceptable, but even more aggravating is that I have requested they open a lost bag claim number, but they refuse to do so. Most recently they allege they cannot open a lost bag claim number because they know that the bag was delivered to *******, **. However, if they have my bag and are refusing to return it to me that is theft. So, they either have my bag (theft) or they don't have my bag and are refusing compensation out of bad faith. My desired outcome is to receive my bag back. In the meantime I would like them to be proactive about calling me, communicating about what they are doing, how they are looking for my bag and ultimately taking responsibility for losing my bag in the first place.

  Business Response

  Date: 03/01/2023

  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 reached out to the *** station regarding your bag, once I receive a reply, I will reach back out to you.