Complaints

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

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• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

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

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

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

• Initial Complaint

  Date:02/04/2023

  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. 

• 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.

  So there are two separate issues and flights I would like to cover and have resolved. First in March I believe 30, 2022 I checked in online to my flight. I arrived at the airport 2 hrs early. The kiosk wasnt working. An agent walked over to me looked at my boarding pass in my phone as. Told me to stand on the sideline to be rebooked that I could not get on. After about 10 min I got in the line to speak to someone else because I just didnt understand why this was happening . When I got to an agent he said he absolutely could aww I had checked in online and they hat the plane was still there and he too couldnt understand why I wasnt on it. When he went to his supervisor the supervisor also said no and that I needed another flight. So they changed my flight to the next day. I had to pay for transportation and a hotel. When I got on the plane the next day the pass were talking about how they received a $20 meal voucher and their hotel was paid for. I went on the app complained about what happened and never got a resolution. Today my flight conf ddj2qf was delayed several times. I had a catering gig of $600 hours hat I could not make good on because plane was delayed several times. I complained on the app they put me in Que and said I would be helped on an hour and 5 min qmd well over 2 hrs passed and no one got back to me. I would like to be very well compensated for all of this. Its just unacceptable and made me look bad that I was unable to show to my gig but call myself a traveling chef plane is about to take off now

  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.
  
  
  Im so sorry that you missed your flight on March 30,2022 ******** 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 you arrived at the kiosk at 10:16am for a check-in cut off time of 10:10am. 
  
  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:
  
  **********************************************************************************
  
  
  Please accept our apologies regarding your flight delay ******** Our records show that your flight was delayed due to a maintenance-related issue. We do all that we can to prevent delays, but at times they're unavoidable as the safety of our guests and crew comes first.
  
  
  We understand your travel plans were disrupted. Our station issued each of you a Future Travel Voucher (FTV) in the amount of $50.00. You should have received an e-mail containing this information but, just in case you didn't, I've provided it again below. 
  
  
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.
  
  
  
  Guest name: *********************
  Voucher code: 47367522165400099
  
  Amount: $50.00
  Expiration date: May 03, 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.

  This morning my daughter and two small children and disabled father of her children attempted to board their flight home. However, the airline ran this young man through security multiple times due to a metal plate under his skull. Ultimately, these kids were left behind by the airline. No one assisted them in any way. Now, they are sitting in an airport trying to get home with a two year old, 8 month old who have nowhere to go. Because this company decided to discriminate against a young, black, disabled man and his family!Date of experience: February 04, 2023

  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.
  
  
  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!

• Initial Complaint

  Date:02/03/2023

  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.

  My name Is ************************* and I have been trying to get a resolution for a flight refund from Spirit airlines . I booked a trip to ******* in the summer of 2022 . Unfortunately I fell Ill and could not go . I had purchased 3 seats round trip. To ******* myself My daughter who is a minor and my sister was going . Things happened fast so I cancelled. I was then offered a credit extension because they denied my refund. They left me no choice but to extend until October of 2022 and then again until January of 2023 After trying to request a refund again they still did not give me any option . I called in January 2023 and requested a refund . They directed me to Customer complaints which I had previously used before . I have rcvd emails they are working on this but its been months. I had major surgery in sept 2022 this did not allow me to do much . After several calls and several emails and getting hung up on time and Time again . At this point I need my refund but know told by a csr rep from spirit I dont even have my ****. 00 credit. Yes ****. This is not a few dollars its a lot of money. I have attempted to resolve this many times , yet still here I am. I am so upset I should be able to fly and choose as a paying consumer. I need a resolution and my refund **** to be Exact. I have 3 confirmations to be exact . I can provide any additional information. I am so upset at this point please advise if I need to seek legal services. Sincerely and very disappointed *************************

  Business Response

  Date: 02/27/2023

  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.
  
  
  Please note that refunds are always an option for flights that have had to be cancelled by Spirit. If a guest chooses not to travel for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time.
  
  
  
  I see you were issued a full reservation credit for flights. 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: HGTN4G
  Amount: $568.74
  Expiration date: *** 07/2023
  
  
  
  Reservation Code: EC314F
  Amount: $426.36
  Expiration date: *** 07, 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:02/03/2023

  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 not only lost my luggage, but has been completely unreachable in my search for my bag. The only Spirit rep working in the *********** the night I landed was so obviously under the influence of drugs and couldn't even speak to me. I have filed an Incident report and heard nothing back about the status of my bag. It's even impossible to file for reimbursement of my missing items. I am heartbroken by the loss of what was in my luggage and I just cannot believe that it is all gone forever due to the negligence of this company. I am truly disgusted by the behavior and lack of accountability here. Incident File ID #: ************* Flight Confirmation # Associated with the checked baggage: FJFDQD Flight #: ****

  Business Response

  Date: 02/27/2023

  Hi Aly, 
  
  
  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.
  
  
  Can you please confirm if you have received your bag at the ******* station? 

• Initial Complaint

  Date:02/03/2023

  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.

  If you cancel a flight on this airline they keep your Bag money - this is crazy and is theft. You are cancelling a flight and yet they think they can s**** you. Our government does nothing to protect Americans from rip offs.

  Business Response

  Date: 02/27/2023

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  As per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with Spirit, 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. 
  
  
  
  As a courtesy, I have issued a reservation credit for your canceled 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: DBDQWY
  Amount: $158.18
  Expiration date: May 27, 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:02/03/2023

  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 boyfriend and I had our first trip to *********** scheduled today. We booked the flight at the end of December. We received an email 2 days ago (not a phone call) that our flight had been cancelled. The flight was still showing available to purchase tickets online, for more than double the price. We contacted customer service who told us there was nothing that could be done. We asked why we were cancelled when the flight is still valid and they didn't have an answer. We then asked to speak to a manager and they hung up on us. We called back and spoke with someone much more professional, however her answer was 'so book it on the website'. Today is the day the flight is supposed to take off, so we checked the airport website. BOTH flights with the exact flight numbers are scheduled to take off on time. We feel cheated, scammed, discriminated against, and overall our vacation (which was planned well in advance) has been ruined due to Spirit Airlines. We would like compensation for this, as well as an explanation as to why we can't go on this flight even though it's NOT cancelled. We have screenshots of all received emails and proof of the plane still on schedule as well.

  Business Response

  Date: 02/27/2023

  Hi *********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  After further review of your reservation, our records indicate that you did indeed experience a schedule cancel. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. We understand that this may have a significant impact on your travel schedule, and for this we deeply apologize.
  
  When there is a schedule change, we always send flight status notifications to the email that we have on file.
  
  In these cases, the options available to our customers are re-accommodation on the next Spirit flight or a refund of the affected segment. 

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19326404
  
  I am rejecting this response because:

  My main issue here is that our flights still took off from each airport on time. I even received emails updating me of a delay for my return flight. Why is it that our tickets were cancelled when each of our planes took off on from *****************, and San ****? I'm requesting a refund of the difference we had to pay for our new tickets, since we feel our tickets were wrongly cancelled.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/02/2023

  Hi *********, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  
  I have gone ahead and issued the a refund for the difference in your new flight in the amount of $43.82 back to your card ending in 4689.  Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 
  
  
  I have also issued a Future Travel Voucher you can use towards your next flight. This voucher is not like others; it is transferable and applicable to everything on *********************************. It can be applied to multiple transactions until the balance reaches $0. Youll have one year to think of an awesome place to go and book it. You dont have to fly by the expiration date, just make a reservation before it expires.
  
  
  Name: *****************************
  Amount: $50.00
  Voucher code: 47911737616400001
  Expiration date: February 27, ****
  
  
  Name: Coyote Hawk
  Amount: $50.00
  Voucher code: 47911781508700001
  Expiration date: February 07, ****

• Initial Complaint

  Date:02/02/2023

  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.

  - went for flight 2/2/2023 - arrived in line told to wait 30 minutes - told I was not allowed to fly without any reason and would not give me a refund - girlfriend also not allowed refund - refused manager or higher level employee - please obtain video camera surveillance - ruined my vacation reservation had to boom through another airline

  Business Response

  Date: 02/27/2023

  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.
  
  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:
  
  **********************************************************************************
  
  I see you were issued a reservation credit for the full amount of your flight. The information to your credit is below.
  
  
  Reservation Code: XIYYMZ
  
  Amount: $316.38
  Expiration date: May 14, 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: 02/27/2023

   
  Complaint: 19313226
  
  I am rejecting this response because:
  
  
  We are not looking for a credit with the company since we will not flight with Spirit airlines, we were on time. The manager at the desk told us that my partner ******************* couldnt flight spirit but didnt want to give any reason, super unprofessional, he just said to contact Spirit for more details cause he was not discussing anything there. The trip was ruined for no reason cause I called customer service and they told me that theres not a reason why he couldnt fly spirit. You can contact your staff that was working at *** the day of the flight to confirm/investigate/look at the cameras. We waisted time and money on this for no reason I need a full refund I will not accept a credit on the airline. We dont want to go through this situation ever again.
  
  
  Thanks,
  *******************
  Sincerely,
  
  *******************

  Business Response

  Date: 02/28/2023

  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: 03/01/2023

   
  Complaint: 19313226
  
  I am rejecting this response because:

   

  its fraud I lost money on a trip was on time and dont get a refund
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/02/2023

  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 initially booked a flight on 1/9 for ****** to ***** confirmation # kky6xq dates **** thru ****. I stayed in the website and saw something better to ******* **** thru **** confirmation # pg6s3m. I booked this flight also. I called the airlines at 5:40 pm 1/9 talked to a rep for 8 minutes to cancel the flight. I never received a call or refund. I contacted them again 1/16 they took my info again and still no refund. I contacted again and was told there was a cancellation fee of 186 because I did not cancel in 24 hours and the balance 74 I would get a credit. This is unfair to me as a consumer. How can I be in 2 places at one time. I did my due diligence and called them and they didnt do unenthusiastic the call. Now I keep getting the run around.

  Business Response

  Date: 02/26/2023

  Hi April, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  
  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 cancellation yourself. 
  
  
  
  Upon reviewing your reservation KKY6XQ, 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. Please be advised **** disputes take 30 business days to close from the date the dispute was received (2/14/2023). 

  Customer Answer

  Date: 02/27/2023

   
  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:02/02/2023

  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 bought some tickets to return from ******** by Spirit on November 3 for me and my partner with a value of 231 dollars each ticket, since I had originally bought them with JetBlue, but they changed the itinerary and I would not arrive at my destination if I did not the next, on January 29, so seeing that Spirit offered me the service to arrive on January 28, I bought the tickets with them. But the connection was very short and since there were so many people in immigration we lost the connection at the *** airport and the Spirit representatives told us that they had no more flights to return to my destination or to other cities near my destination until January 31 , so I had to get tickets with another airline (JetBlue) to arrive at my *******************) on January 29 and be able to return to work on January 30. The Spirit representatives at the airport, who by the way were very rude, told us that Spirit would reimburse us for the money for the tickets and the money for the luggage, which cost me 57 dollars and my partner, who bought two pieces of luggage, cost 120 dollars. Now they say they can't refund the money.The flight number (Reservation) SEHJTF

  Business Response

  Date: 02/26/2023

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I have reviewed your reservation and while we are unable to honor your request for a refund of your flight, I see you were 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: SEHJTF
  Amount: $293.00
  Expiration date: May 08, 2023
  
  
  You dont need to travel by the expiration date, you just need to book your travel by then. Dont forget to read the terms and conditions provided in the link:
  
  
  ******************************************************************************************************************************