Business Profile

Airlines

Spirit Airlines

Headquarters

This business is NOT BBB Accredited.

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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:02/06/2023
Type:Sales and Advertising 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.
The airline lost my luggage and are refusing to reimburse me to items I had to purchase on my trip. I came off the plane with nothing. I cannot get anyone to call me which has been the case the entire time. I had to purchase basics to attend the conference. On top of that, they will not reimburse me for the money I paid to check my baggage. I feel like if you pay for a service, such as sending your bag across the country, you should get reimbursed if that service does not happen.
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 gone ahead and issued a refund in the amount of $76.00 (baggage fee) 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: 03/05/2023

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:02/06/2023
Type:Sales and Advertising 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 had a return flight on Spirit Airlines NK1234 from *************** to ******* on February 3, 2023. 24 hours before the flight, I tried to check in on line. I wanted to check through one bag, but I was having trouble with the web page. I accidentally checked carry-on and tried to deselect the option and change it to a checked bag. The web page would not allow me to deselect carry-on. The site became unresponsive, so I navigated away and back to the page. Now there were three bags listed on my order. No matter what I did, I could not reduce the number of bags shown. I called customer service. Even though I did not believe I had completed my transaction, the representative said I had ordered three bags and this could not be corrected or refunded. I could only get a credit that had to be redeemed before May 1. I have no plans to fly before May 1, and no plans to fly Spirit ever again. As it was a technical issue with the web page, I should not be responsible for paying the two extra charges. I would like a refund of the $66 and $49.02 wrongly charged to me.
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.

All Spirit fares and optional services are purchased as non-refundable. As a one time courtesy, I have issued a refund for the extra bags.

I have gone ahead and issued a refund in the amount of $66.00 and $49.02 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: 03/05/2023

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:02/06/2023
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 November 25 I paid 3 tickets for ******, then I changed them through their online system to ** and they gave me my itinerary to **, when I go to see my flight that is for February 10 and in their system it does not exist , I contacted Spirit and they told me that since I did not travel to ****** I lost my money, I made the change with enough time, and I have the itinerary, the confirmation number of my reservation, I paid $797.54, I need Spirit to refund my money.
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.

To better assist you, please provide your name (as it appears on your reservation), confirmation code, and e-mail address used when booking your reservation.

Once received, Ill do all that I can to help!
Customer Answer
Date: 03/02/2023

Complaint: 19338750

I am rejecting this response because:
The name on my reservation is *********************************.
The email is **************************
My confirmation number: DF17TP
In my claim I attached several folders with all the information and evidence
Thanks in advance for your help.
*********************************.

Sincerely,

*********************************
Business Response
Date: 03/02/2023
Hi *******,

Thank you for the information. I have reviewed your reservation and I see you did not complete the change in your flight.

Itinerary changes are subject to a per guest service charge, plus any difference in airfare for the alternate requested date(s) or flight(s), and any difference in government taxes and fees.

While I'm unable to issue a refund for your flight, 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: DF17TP
Amount: $797.54
Expiration date: May 30, 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:02/06/2023
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.
I put my grandson on a flight to ******* with Spirit on Jan. 2, 2023. He went in to check his bag and received the ticket for his bag. When he arrived in ******* his luggage was not there. After days of trying to figure out what had happened, we found that the bag was in ***************. We took his ticket to the airline to find that it was not his name on the ticket. We thought it was just random numbers and letters that the airline used. But it was someone else's last name. After several calls, the ******* Airport tried to make it right and sent ************** an email. Still no response for a few days. I finally talked with a very nice supervisor and she finally got *********************** to send the bag to my grandson's home on Friday, Jan. 6. When we received the bag half of the contents were missing. We were told to contact the ************** police we tried that and did not get any help. I tried contacting the spirit airlines department at the ************** airport and they never answered the phone. I tried to contact corporate and was told that I need to make a claim. I did that. I received a ticket number and was told that it will take up to 30 days. I received an email today and was told I need to make a claim and get a claim number. I have done this. It is extremely impossible for anyone to get an issue resolved with Spirit. My grandson's bag contained a $300 watch that he received for Christmas, 3 outfits, and an expensive bottle of cologne. and 2 pairs of shoes that he received from his family for Christmas. This is unacceptable and very disappointing that we have to go through all of this when it was not his fault. He checked in the bag but the customer service agent gave him the wrong ticket. His name is **************************************
Business Response
Date: 02/28/2023
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.

Please know a baggage claim is different from filing a report. A report has been filed but a claim has not yet been filed.
Customer Answer
Date: 03/06/2023

Complaint: 19338735

I am rejecting this response because:
I filed a claim the support number given is January 10, I received a case number CAS 70135561-notOJ1 (PLEASE SEE ATTACHED) and was told that I would be contacted in 30 days.
On Feburary 6 I received instructions it stated that I would have to file and incident report. I went in and iused the 3 different codes that were on the original email and the one sent on February 6th, nothing came up and shows no record found. I have tried to call and was told to contact baggage claim. I called customer service again and the tried to contact the Spirit Airlines complaints department I was told that I had to use the web portal. So I contacted BBB I did get an email from Spirit and was told that I had to use the Spirit .com baggage claim portal. I tried again and no luck. I can't get anywhere with this. This is frustrating and very unprofessional. Please help.

Thank you
Business Response
Date: 03/06/2023
Hi ******,

We appreciate your continued correspondence through the Better Business Bureau.

Please know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed with the *********************** (CBS) team at www.spirit.com/bagclaim and must include a completed online claim form inclusive of all the required documents. Our records show that a report (SLCNK58411475) was filed, which is a good first step. Kindly note that SLCNK58411475 is a record of the incident and not a claim. Please use the instructions listed on this report (SLCNK58411475) to initiate your claim with the Central Baggage Claims team and stay in direct contact with your claims specialist for the resolution.
Customer Answer
Date: 03/08/2023

Complaint: 19338735

I am rejecting this response because:
I have attached screen shots of my process of trying to make a claim. It is not working. I am not sure if anyone at Spirit has tried to use the process in this kind of situation. Please tell me what I am supposed to do. Is there a phone number that I can call to get a direct person?
Sincerely,

*************************
Initial Complaint
Date:02/05/2023
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.
Purchased a trip back from *** on 1/5/23, flt ****. Was checking in a bag and was charged $158.00 for a duffle bag. Didn't know they had charged my CC until I left the counter going to catch my flt. When I went back to ask why was I charged $158.00 for a bag that weight only ***** lbs. The guy went an got a Supervisor who's name was ***********************. She was very rude, arguing back and forth with me. I was getting frustrated because she was acting like you couldn't explain the reason why. She didn't offer to check to see if the rate was correct. What she did do, she cancel my flight and told me that I was not getting on any of Spirits flights. ***** didn't even put me on another airlines to get back home. She cancel out my return flight without giving me a refund for my ticket or my bag. Now I am stranded in SJU. I had to call my auntie to get her to get me a ticket home which is something that Spirit should have done. That was another $150.00 that had to be paid on top of what I had already paid. They need to correct this because that was very unprofessional of them to do that to me. They can not just take my funds for something I didn't use. I know that the business is not going well but it don't give them the right to take consumers money either.
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 that your recent experience with us was not pleasant. I want to research this matter for you, so Ive requested a station report from the San ****************. Once the reports are gathered, Ill be in touch with you
Customer Answer
Date: 03/02/2023

Complaint: 19336700

I am rejecting this response because: I am hoping that we can get this resolve because I should have never been treated like that by no one that works for your Airlines or any other Airlines.

Sincerely,

***************************
Business Response
Date: 03/02/2023
Hi ********,

Thank you for your patience. Im so sorry to hear about your recent experience with us.

Our records show that you distributed disruptive behavior which ultimately resulted in you not being able to board the flight. Our airport agents are put in a precarious position when faced with addressing inappropriate behavior.

If the behavior escalates and the guest does not adhere to the direction of our staff, then they have no choice but to follow protocol to ensure in the proper handling of an incident of this nature.

Per the terms of our Contract of Carriage, a document you agreed to upon securing your reservation with us-A guest shall not be permitted to board the aircraft or may be required to leave an aircraft if that guest: is disorderly, abusive, violent, or their conduct creates an unreasonable
risk of offense or annoyance to other guests.

Upon reviewing your reservation AKV13X, I see you have disputed the charges. Since a dispute has been filed, we are unable to issue any refunds as your bank has opened an investigation into these charges. Please allow your bank to complete its investigation.
Customer Answer
Date: 03/02/2023

Complaint: 19336700

I am rejecting this response because: I would like to say that my behavior was not disruptive. I am sure you will believe whatever your colleagues tell you because they work for your company. When I did go back I did ask why in the h--- was my card charged $158.00 for a bag because what they charged me was not expected. I was not expecting to be charge that amount for a bag that weight only 14-24lbs. Maybe I shouldn't have said it that away but that still didn't give them the right to strand me over there in SJU without giving me a refund. When you give certain people the authority to do whatever they want to do, they will do the wrong things to people just because they can. My bank has not issue me any type of refunds for my trip that I didn't take or my bag charge. If they are going to deny me my funds then I have no choice but to take this to another level. So I am hoping we can get this resolve without having to do that. Thank you for your time.

Sincerely,

***************************
Initial Complaint
Date:02/05/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,On December 6th, I booked a flight from Spirit Airlines for December 16th, flying from ***********-*********- *******, costing $61.18. The morning of the flight I received two email updates, notifying that there had been some delays (due to inclement weather, I learned later). However, Spirit Airlines then emailed me updated flights which did NOT connect. Before I would land in *********, my connecting flight would already be in the air headed to Phoenix. So, I then spent the next several hours on the phone with Spirit Airlines Customer Support before my flight left. The initial representative eventually transferred me to a supervisor, who did her best to find a solution. Unfortunately, there was no solution to be found, and she encouraged that I just take the initial flight and try to find a connecting flight on another airline to arrive in Phoenix.When I landed in *********, my connecting flight had already left and the Spirit Airlines ************ could not provide any solutions. So, I asked around and eventually found a flight via Southwest. They graciously allowed me to board last-minute after purchasing a ticket for $178.98 headed to Phoenix.Afterward, I attempted to negotiate with Spirit Airlines **************** via email, but they only provided a voucher for $24.59, and then another voucher for $50 on January 9th.The only reason that I am here submitting this through the BBB is because Spirit Airlines stopped replying to my emails. I simply want to be refunded for the additional $178.98 that I was forced to spend on Southwest Airlines to get to Phoenix. Spirit Airlines should not knowingly rebook flights that do NOT connect.Confirmation code: PH43GZ Support number: CAS-*******-K1Z8C8 I appreciate your consideration. Thank you.-J
Business Response
Date: 02/28/2023
Hi ******,

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

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

Upon reviewing your reservation, I see your flight was booked through a Third ************ FarePortal. FarePortal did not book your flight as a connecting flight but as two separate direct flights.

When it comes to a flight cancellation or delay 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.

I do apologize, but I am unable to honor your request for reimbursement of your Southwest flight.
Initial Complaint
Date:02/05/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello to whom this may concern,This complaint has many parts and to understand my frustrations we have to start before 2022. I originally booked a flight for March 2020 , the pandemic occurred flights were canceled I tried to receive a refund, however because we were in a crisis I was only able to recieve a credit. I was understanding at the time given the crisis we wete in as a nation. Spirit was not the only business I had this experience with the difference is I was able to use my credits with no issues.February of 2022 I booked a flight for a Birthday cruise. I used my credit and then paid a little shy of 200 dollars. The flight was canceled which I would have missed the boat. I had to book with another airline. I was looking for a refund however I was given a hard time and told I would lose the prior money I spent. I couldn't afford to lose my money and had to think fast, this was causing me anxiety. I was then told to take a credit which I could use at anytime.Now its a year since this has occurred and 3 years of my money being held. I have not found any flights that fit my schedule. I contacted spirit who states they can extend my credit but once you are given a credited you can not receive a refund. I understand policy however I was not notified of this policy inorder to make a sound decision. Because of the circumstances I am do a refund. I have patiently work and waited for financial stability of the business for over 2years. I work extremely hard for my money. Spirit airline made changes that didn't work with my schedule and now they are telling me in the middle of a inflation, I, an individual will not receive a refund for services not rendered.This is considered robbery and bad faith. In these times it is not realistic to just pickup and travel. It appears that as an entity Spirit has protection but me as the consumer has none? I only cancelled the flight because of Spirits inconvenience not at my own will.
Business Response
Date: 02/28/2023
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 CFP4FQ and I see your reservation is now archived. When a reservation is archived, we are unable to issue any refunds.

I can issue a refund on your rebooked reservation for the additional $104.73 payment made on your **** card and extend your reservation credit for the remaining amount.

I have gone ahead and issued a refund in the amount of $104.73 back to your card ending in *******. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.

At this time your reservation credit in amount of $196.79 is available for use. 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: HB21HY
Amount: $196.79
Expiration date: May 06, 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: 03/01/2023

Complaint: 19336298

I am rejecting this response because: I nolonger have that card I would need a check and I have checked spirit does not fit my business needs. The flights don't work with my timing. I can not afford multiple flights in a year. Can we escalate this further that is force me to take a vacation against my will. I was willing but your flights continued to cancel. My original flight was only a credit because the pandemic.

Sincerely,

************************************
Business Response
Date: 03/21/2023
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: 03/22/2023

Complaint: 19336298

I am rejecting this response because:
I would like a full refund.
I did receive the credit prior credit to my account, however it was only a partial credit. I would like a full refund please.
Sincerely,

************************************
Initial Complaint
Date:02/05/2023
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.
Started in 9/2022 again thru 2/4/2023 charges for basic customer service ... charges for every thing they are responsible for over 2 hours and 5 people separate phone calls on same day! This happened to me 3 times. ** was charged for WI FI that didn't work on flight also only supposed to be charged ***** for change of flight but they charged me for the customer service as well and the phone line was extremely poor! All in all 3 separate times I dealing with this company they charged me with absolutely no refunds but charges
Business Response
Date: 02/28/2023
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 Reservations Management Team for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

Please use the following link to request your WIFI refund: ***************************************************************************************;

Itinerary changes are subject to a per guest service charge, plus any difference in airfare for the alternate requested date(s) or flight(s), and any difference in government taxes and fees.

Guests who initiate a cancellation after 24 hours of booking to their non-refundable reservations will not receive a refund. A cancellation charge; 0-2 days out is $99, 3-6 days out the charge is $79, **** days the charge is $49, and no charge for trips more than 60 days out over the phone plus a Passenger Usage Fee of $22.99 per segment 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.

*************************************************************************************************************************
Initial Complaint
Date:02/04/2023
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 paid over $700 for a round trip flight from *** to *** on Spirit Airlines. The flight was cancelled 3 times because they did not have a pilot. I contacted Spirit and they issued me vouchers for my inconvenience. *** tried using the vouchers 3 times and they are not working. Ive called spirit and was on hold for over an hour and they couldnt help me. *** contacted them via messenger and they just keep giving me the run around and they are not helping me resolve this issue. Please help!!
Business Response
Date: 02/28/2023
Hi ********,

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

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

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.

Upon reviewing your reservation HJHWNQ, I see your vouchers have since expired, as a one-time courtesy, I have gone ahead and issued new vouchers to you.

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: 47773587107200001

Voucher code: 47773597876500001

Amount: $50.00 each
Expiration date: May 27, 2023

Guest name: ***********************
Voucher code: 47773610540200001

Voucher code: 47773628554100001

Amount: $50.00 each
Expiration date: May 27, 2023

For information on how to redeem your voucher, click here.
Initial Complaint
Date:02/04/2023
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.
We had a scheduled spirit flight for 1/30/23 from ********* to ******* to depart @ 1:40pm. The flight was delayed several times due to weather. However, around 5pm they announce that our please was re-routed to Phoenix. Our flight was then further delayed and eventually cancelled around 8:00pm. There were planes on the ground and they had other flights to ******* leave the same night. Some of the gate worked admitted that the issue was staffing. However, they did behind the reason for the initial delay due to weather. Thats a fraudulent practice to avoid compensating passengers for lodging cost and compensation owed for delays for 4 hours. We requested an affidavit form to file a claim, we were told they didnt have any. Thats a violation law since that are required to provide those forms upon request. Im seeking compensation for the non-weather related delay as required by law.
Business Response
Date: 02/28/2023
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 flight was canceled due to Air Traffic Control. at the time of your departure there was a Ground Stop put in place for the LAS station.

A ground stop is an air traffic control measure that slows or halts the flow of aircraft inbound to a given airport. In other words, a ground stop is the halting of departing aircraft destined for one particular airport or for a specific geographic area.

Ground stops may occur during an operational event, a thunderstorm, due to the danger of wind shear, hail, or another weather-related hazard. A ground stop does not affect flights in route, but it is often accompanied by orders to divert to other cities.

Flights that have not departed their airport of origin will be delayed or cancelled. 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 let me know if you still need a letter for insurance purposes.

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