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

  BWI Baltimore, MD 21240

• 

  Spirit Airlines

  Atlantic City Airport ATLANTIC CITY, NJ 08401

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

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

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:02/02/2023

  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.

  On Friday September 28th my flight with spirit was cancelled. I received reservation credit of $129.60 which was only good for 3 months. They stopped flying into an airport I frequent often, but I still managed to use the credit. I booked a flight from ***** to ********* for 3-11-23 but they now changed the flight and the times available do not work for me. I contacted customer support, but they will only give me reservation credit even though this was their doing. I do not have any future travel plans with them. Their customer service agent was rude, would not connect me with a manager and ended the chat because I was not satisfied after it look over 24 hours to be connected to an agent. All I want is $147.89 refunded to my card. The other $18.29 was refunded to my card because I had to pay that way due to the flight being more expensive. My flight was booked with $129.60 reservation credit plus $18.29 in additional cost and spirit will not refund me the full amount.

  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.
  
  
  After further review of your reservation, our records indicate that you did indeed experience a schedule change. 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. Once received, you do have the option to accept or deny the changes. In these cases, the options available to our guests are re-accommodation on the next Spirit flight or a refund of the affected segment. 
  
  
  
  Please let me know if you would still like to cancel your flight KFZ3KC. 

• 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 purchased air tickets from Spirit Airlines valued at $1320.14 and canceled it and received a reservation credit valued at ******* that it supposed to be used for other bookings in Spirit Airlines. However, the $1082.20 reservation credit cannot be redeemed. I believe Spirit Airlines failed to follow the cancellation policy stated on their website, thus, requesting a refund.Details:I purchased two air tickets for $1320.14 to ************ on 2022 October 23rd through the Priceline website. [Itinerary details Appendix A1]. I canceled that flight on 2022 Nov 1st through the Spirit Airline website and according to Spirit Airline website cancellation policy [Appendix A2] I should have received a Reservation Credit value of $1271.14 which is equal to the amount I paid minus a $49 dollars penalty that I canceled the flight **** days from departure. However, instead, I received a $******* Reservation Credit [Appendix A3]. It is a different amount from what the website states.Moreover, I cant spend the $******* Reservation Credit. I have tried to use the amount of Reservation Credit to book other flights through their website, but the Spirit Airline website refused to take my reservation credit [website error message Appendix B1], saying the reservation credit is expired, but it is clearly not. [Expiration Date email Appendix B2]. I contacted the Sprit Airline about the reservation credit through:Phone Call Email [Details Appendix B4]Twitter [Details Appendix B5]And the reply is the same, saying the reservation credit issued has been voided because I had a dispute with the charge. And the only thing I can do is contact my financial institution. I dont understand why my previous dispute ended on January 2023 5th [Appendix B6], but Im not able to use the reservation credit until it expires on January 2023 31st. I feel the reservation credit is a scam, so I want my $1271.14 back.

  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.
  
  
   All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure. 
  
  
  
  Guests who initiate a cancellation after 24 hours of booking to their non-refundable reservations will not receive a refund. A cancellation charge; 0-2 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 per person will be deducted from the total cost of your reservation and a reservation credit will be created for the remainder, if applicable.
  
  For more information regarding our Modification/Cancellation guidelines, I've included the link below for your reference. 
  
  *************************************************************************************************************************
  
  
  
  I have reviewed your reservation YI6ENJ and I see you have disputed the charges. Since a dispute has been filed, your reservation credit was placed on a hold pending the outcome of the dispute. I will reach out to our account Team for a status of your dispute. 

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 18972067
  
  I am rejecting this response because:

  My dispute was rejected by my bank on January 5 2022 but I can't use the reservation credits you gave and they expire on January 31 2022. Even I contact multiple times with your customer service, I still not able to use them. Thus I request a refund.

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

  Business Response

  Date: 03/08/2023

  Hi ******, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  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 for the full amount at this time.
  
  
  
  Please be advised your credit has been re-issued. 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: YI6ENJ
  Amount: $1,320.14
  Expiration date: May 28, 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:02/02/2023

  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.

  Spirit cancelled my flight - Mon. Jan. 30, 2023, ********* to ***********. Blaming the weather which I understand weather can be an issue BUT its the way Spirit handled the cancellation Spirit DOES NOT care about passengers at least for the ones that have already paid. Flight was Monday, January 30, 2023 ********* to *********** (Confirmation: UNGFRX). Flight left ********* at 7:20am (Flight 260), on time, no issues. Arrived in ********* at 8:30am, connecting flight (Flight ****) to *********** not scheduled to leave until 3:05pm. At 12pm, notified 3pm flight was delayed, leaving at 5:21pm. At 2pm, notified 5:21pm flight was changed to 7:01pm. Notified at 5pm flight is cancelled. I tracked the flight coming from (******) and the flight did leave ****** to come to ********* why we were not able to leave ********* is very questionable? We were told by the gate agents that THEY couldn't do anything, go down to the ticketing agents. The lines were long and wait time was 1-3 hours. Spirit agents yelling at us there was no need to wait in line, look for an email and rebook through the email. Spirit agents told us to go find our suitcases in parking lot, and wait for email. One Spirit agent said NO FLIGHTS till Friday. THIS is the disrespect that Spirit gives to PAID customers. At 6:30pm I got the Spirit emails for rebooked flights, I received an email for a flight on Tuesday, but got an email that flight was cancelled. This happened 2 more times with Spirit rebooking me and then cancelling the flight. I got myself home on Delta that left at 11:32pm on MONDAY, JANUARY 30 (when Spirit could not fly due to weather). Spirit is STILL trying to rebook me, I would be sleeping on the airport floor praying Spirit will eventually get me out of *********! I want my refund for ALL of my money spent for flight (********* to ***********) $353.92. This does not compensate for the stress, aggravation, rudeness from Spirit agents at the airport and on the phone.

  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 am so sorry 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. 
  
  
  
  Upon reviewing your reservation UNGFRX,  I see you have disputed the charges and was issued a refund for your flight. 
  
  
  
  When it comes to a flight cancellation caused by severe weather, Air Traffic Control decisions or other issues outside of Spirits control, we dont offer reimbursement for the other airline or hotel accommodation for such events, since they are out of our hands. When these situations occur, the options are re-accommodation on the next available Spirit flight or if this option is unsatisfactory, a refund of the affected flight is issued.

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 18970664
  
  I am rejecting this response because: Spirit DID NOT communicate or attempt to help passengers at the moment AND they did not rebook on another flight right away (they were still trying to rebook my flight 2 days later) or refund (they did not contact me to refund my money and I had to dispute with my credit card to get my refund) They also have not refunded the points I used to book the flight as well!!!! Spirt did a HORRIBLE job with customer service and WHY was ******************** unable to fly when other airlines did (Delta, American)???? Spirt is famous for cancelling and using weather as an excuse!!!! I still want the points I used credited back to my account. I pay for a Spirit membership and until my membership expires I still want the option to book a flight IF I chose to do so. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/02/2023

  Hi  ********, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  I have queued your reservation to be refunded the points from your canceled flight. When a guest holding a confirmed reservation on a Spirit flight which is delayed because of a schedule irregularity (including but not limited to, a missed connection, flight cancellation, omission of a scheduled stop, substitution of equipment, or schedule change), Spirit will rebook the guest on Spirit's first flight on which seats are available to the guest's original  destination. Our staff will rebook guests on alternate Spirit flights, either direct to the destination or via connections through other airports.

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 18970664
  
  I am rejecting this response because: as of today 3/7/23 Spirit has not refunded the points to my account. I will not accept and close this complaint until Spirit makes it whole - Spirit handle the entire situation badly and customer service is horrible. I want the **** points refunded back to my account. Once that is done I will accept the complaint as being rectified. 
  
  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.

  Spirit canceled our flight from ********, ** to **************, **, on Dec 24th. They still have not provide a refund, despite I called and emailed them many times.

  Business Response

  Date: 02/23/2023

  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 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 in the amount of $2,146.90 back to your card ending in ****. This includes your (airfare, baggage, and seats).

• 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 flew on Spirit airlines for the Thanksgiving holiday this past year (2022) from ********* to *******. I left my wallet on the plane. I was not allowed to re-enter to look for it (which I understand for security purposes).The staff claimed they did not find it. About a week later, I received a phone call from spirit @ their ******, ** terminal and said my wallet was @ their lost and found/ baggage claim. I tried to explain the the male employee that I was nowhere near there, and he hung up on me. I called spirit customer service several times trying to get help with this, and they kept blowing me off telling me to "get in hold with the ****** phone number", but that phone number only took me to a switch board that only had the option to type in the "person you wanted to contact"....... a dead end.A little while ago, my credit cards (specifically my DISCOVER CARD) in the wallet started charging for Hotels.com. OBVIOUSLY FRAUD. Thank goodness they declined it and called me. BUT THAT DOESN'T MEAN SPIRIT EMPLOYEE(S) Are not responsible for this fraud!!! It's absolutely ridiculous!! I had $340 in cash in the wallet, which isn't in itself a big deal, but spirit employees had my wallet in their possession, and now Noone knows where it is, and my credit card was used for hotels.com fraudulent charge!! I spend over $400 for that flight, and am being ripped off and robbed by spirit employee(s)

  Business Response

  Date: 02/23/2023

  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. Please know that our policies do not permit us to issue compensation for lost and found items as Spirit Airlines assumes no responsibility or liability for items lost in the airport terminal or on board our aircraft. Also, as per our Contract of Carriage, Spirit assumes no responsibility or liability for Money, gift cards negotiable papers, and securities. 
  
  
  
  You may review this information via our Contract of Carriage, the link is below; in section 7.7.1
  ***********************************************************************************************;

• Initial Complaint

  Date:02/02/2023

  Type:Order 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 Purchased a round-trip ticket, and tried to change the flights to a different date. The airline representative said that was not possible and an account representative supervisor would call me to explain. Its been over seven days, and I still havent received a call, but I got an email that the trip home had been changed over 24 hours and extended by over 12 hours with a 11 hour layover at a different. When I called to let them know that I could not be delayed by that amount of time in returning, they said they would only refund me for my trip home, and they could not change the date of my trip out or trip back to the original dates. Ive been trying to request a refund for over 24 hours. Ive been waiting over 14 hours to Chat with a representative. A supervisor said they would call me from a phone call which was over 7 hours, and the website asks me to use the Chat system for refunds. The Chat system tells me to wait 3 1/2 hours for assistance and then resets to the original message of please chat with us for support. I paid $267.00 which included a flexible ticket and even paid for two different travel insurance add-ons. Im reporting this fraudulent transaction with no way to obtain services stipulated in the contract. Im uploading the first Chat and last chat; and the payment.

  Business Response

  Date: 02/23/2023

  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.
  
  
  After further review of your reservation, our records indicate that you did indeed experience a schedule change. 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. Once received, you do have the option to accept or deny the changes.
  
  In these cases, the options available to our customers are re-accommodation on the next Spirit flight or a refund of the affected segment. 
  
  
  Please reply and let me know if you need to cancel both reservations BIZ99t ***-DEN and FBTPTL DEM-MIA. 

  Customer Answer

  Date: 02/23/2023

   
  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 if they refund my purchase expenses for both reservations BIZ99t ***-DEN and FBTPTL DEM-*** after cancellation. 
  
  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.

  On August 12, my return flight from ********* to ********* was delayed (similarly to my originating flight from ******* to ********* on August 8). This delay led to myself and my 2 young kids missing our connecting flight to *******. We could not be re-scheduled for a later flight for whatever reason and had to stay in ********* the night. I am submitting my costs for hotel and ride share rides for reimbursement from Spirit Airlines as I was directed to by the Spirit Agent at the airport. They stated they couldn't do anything because of their delay. I asked them to reimburse me the $274.95 in costs that I undertook having to stay that night in ********* with my children. We were on time for our flights and did everything correctly so I don't believe we can be left paying for additional costs because of their delay that caused us to miss our connecting flight.

  Business Response

  Date: 02/23/2023

  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.
  
  
  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.

• Initial Complaint

  Date:02/01/2023

  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 recently flew with Spirit Airlines on January 29,2023 at 10:45 am,. From ****** ***** to *********** **********. In my Itinerary it stated that I could take a personal bag on board. I took a backpack with my belongings. I was told by a Spirit employee that my bag was too big for personal carry on although it was a backpack. He and another associate said I could pay $67.00 for a carry on price which I didn't have a carry on bag. I was told also that I can throw my clothes in the trash and therefore be able to catch my flight. I was humiliated by these Spirit Airline employees. I had to throw my clothes in the trash in order to catch my flight. I was so upset that I could not breath for crying from the humiliation. This is horrible customer service. I arrived in *********** ********** with only the clothes on my back. I would like for Spirit Airlines to reimburse me for my clothing and also they need to train their employees to have human kindness.Thank You ***************************** *******************

  Business Response

  Date: 02/23/2023

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Your ticket includes your seat and a personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (including wheels and handle) at the check-in counter, and also at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur a small charge.
  
  
  
  Keep in mind that baggage prices are cheaper when purchased in advance. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. All baggage charges are non-refundable.
  
  
  
  I have reached out to the DFW station regarding your interaction with the agents at the time of your flight. Our reports show you were advised of the carry-on policy and decided you would throw your items away as you did not want to pay $99.00 for your backpack. I do apologize, but I am unable to honor your request for reimbursement. 

• Initial Complaint

  Date:02/01/2023

  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 husband and I took a flight on Spirit Jan 25th. We prepaid for 2 checked bags prior to check in and were charged $134. When we arrived to the airport and attempted to check our bags we were told that the airlines bag check in was closed and we would have to carry on our two bags. We were told we would need to pay the upgrade fee. We proceeded to the gate with our now deemed carry on bags and an agent at the gate said our bags were not listed as carry on and he had to charge us for the carry on bag upgrade fee. My husband provided the agent at the gate his credit card. The agent ran the charge at the terminal and we proceeded to boarding the flight. When we returned and checked our statements, my husbands card was charged $198 and my card still contains the $134 charge for the original checked bag purchase. Total charges equal $332. Spirit has double charged our accounts for services not rendered and/or cancelled on their end. The airline refuses to issue a refund for their mistake - only offering a flight credit which is unacceptable. There are laws passed in 2022 stating that airlines are required to issue a refund, especially in these types of scenarios. All online listings state that carry on bag fees purchased prior should be $41 - which we should qualify for since we did pre purchase our bags. We never received a recipt regarding the $198 charge at the gate and were under the impression we would only be charged the difference between a checked bag vs carry on (~$10) NOT $198.

  Business Response

  Date: 02/23/2023

  Hi ********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  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.
  
  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.
  
  Upon reviewing your reservation I see your refund was processed in the amount of $134.00 back to your card ending in **** on 02/01/2023. While bag charges are cheaper when purchased in advance, carry-on bags at the airport are $99.00. 

• Initial Complaint

  Date:02/01/2023

  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.

  Flight No: 408 Conf. #: KF1YTC From ******** (COL) to ******* to ***** January 28, 2023 approx. 12:43pm, I was informed on my return flight from ******** that my luggage isn't paid for baggage check. I was told to show that I have paid for checked luggage via Priceline.com. I provided this proof and then the airline rep said that I have to pay for a bag and overweight limit, when bag was same weight from the start of my flight. Spirit Airlines was contacted and suggested I send an email and wait ***** for a response. I would like some sort of resolution for this and I definitely do not want an airline credit. I want my payment for this infraction credited back to my credit card.

  Business Response

  Date: 02/23/2023

  Hi Telrice, 
  
  
  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 KF1YTC and I see baggage was only purchased for your outbound flight and was not purchased for your return. 

   

  The combo you purchased included a checked bag up to 50lbs. As Spirit baggage weight limit is 40 pounds, you were required to pay the overweight fee on your return flight. 
  
  
  As the baggage charges are valid charges, I am unbale to honor your request for a refund.