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

4,205 total complaints in the last 3 years.
899 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:02/01/2023
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.
On 9/22/22, I paid in advance Spirit Airlines $2,386.26 for a round trip *******-*********** (********) to leave on December 23, 2022, and come back on 1/11/2023 for my daughter ********* and me. Please see Exhibit # 1. On our way to ***********, they intentionally delayed the plane in *******, so we lost our connecting flight to ***********. After waiting in line for two and a half hours, the Spirit representative told us that the next available flight was on 12/26; they did not pay for our meals or hotel or connect us with another airline. After I complained about their swindling and fraud, the spirit representative called the police to remove me from the counter. We had to take a taxi to ************* and pay for a flight to *********** with Avianca Airlines. On our way back from *********** to ***************, they delayed the baggage for 2 hours, so we missed the connecting flight to *******. The Spirit representative told ** they would refund our money but did not pay for meals or hotel, so we had to buy flight tickets from *************** to ******* for the next day, pay United Airlines, and sleep on the floor of the airport. I filed multiple online complaints with Spirit and made numerous phone calls to its representative. They refunded my money for the trip from *************** to ***********. Still, for the trip from *************** to *******, they did not pay me the total amount of $820.94, only $592.92, despite having my money since September 22, 2022. Spirit sent me a notification calling their theft "Modified Spirit Airlines Flight Confirmation ZD4KKY." Please see Exhibit # 2. They need to refund me the remaining amount of $228.02. If you check online, the cost of a flying ticket from *************** to ******* per passenger is a minimum of $500.
Business Response
Date: 02/23/2023
Hi ******,

We appreciate your continued correspondence through the Better Business Bureau.

I'm so sorry to hear your flight ***-*** was delayed due to weather and your flight BGA-*** was delayed at the previous station due to weather. 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.

Delays and irregular operations, although rare, do occur. We understand this may throw off your plans, but the safety of our guests is always our top priority.

Our records show that you distributed disruptive behavior which ultimately resulted in security being called to the ticket counter. 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.

When it comes to a flight delay or 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.

As requested your refund was issued for the ******* portion of your flight in the amount of $972.40 and the ***-*** portion of your flight in the amount of $592.92 back to your card ending in 7530.
Customer Answer
Date: 02/24/2023

Complaint: 18962913

I am rejecting this response because:
***** from Spirit Airlines is not telling the truth. Spirit representatives intentionally delayed the flight from ******* to *************** and *************** to *******, as I explained in my initial complaint. They are notorious for doing that and for blaming everybody but them for their lousy service. This is why they are rated as the worst airline and currently facing numerous lawsuits for swindling customers. ***, a Guest Relations representative for Spirit, sent me an email on 12/29/22 apologizing for the behavior of the Spirit representatives at ***********************, especially for the supervisor *********************, when he abandoned us and canceled our trip despite that I paid Spirit for it in advance. *** also issued a Future Travel Voucher for my daughter and me hoping that we travel again with Spirit. Please see Exhibit "Spirit Apology." ***** failed to mention the above to the BBB and lied about my behavior trying to justify the fact that they have not refunded the total amount of our return trip from *************** to *******, trip for which I paid in advance on 9/22/22.
***** also failed to address that Spirit Airlines acknowledged that the total refund for the trip from *************** to ******* is $820.94 and not $592.92, as they confirmed in their email that I attached in my initial complaint and that I attached again. Please refer to Exhibit # 2, Spirit Refund. In addition, since Spirit abandoned us for a second time in the ***********************, we had to spend our night at the airport sleeping on the floor and pay United Airlines to bring us back to *******. Please see Exhibit United Tickets.
Spirit needs to pay me the remaining balance of $228.02.
Thank you of your attention to this matter.
Sincerely,

*************************
Business Response
Date: 03/06/2023
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: 03/07/2023

Complaint: 18962913

I am rejecting this response because:
I presented all the legal evidence to the BBB that Spirit Airlines ******* and robbed me. Its representative, who did not provide her last name, needs to reimburse me the total amount of the flight that they canceled from *************** to ******* on 1/11/2023.

Sincerely,

*************************
Business Response
Date: 03/08/2023
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.
Initial Complaint
Date:01/31/2023
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 November 28th I went to the V.A. hospital because I was experiencing blurred vision which later turn out to be a hemorrhage with detachment to my right eye. We booked a flight to ****** ****** on December 1st for $564.00, with itinerary code QJWY9Q and cancelled our reservation on December 13th. My follow up appointment on December 9th with the opthamologist suggested no strenuous activities and no flying, due to air cabin pressure may cause further damage to right eye. I'm still experiencing same symptoms with no changes to right eye. Doctors are not certain how long this will continue.
Business Response
Date: 02/22/2023
Hi *****,

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

Im sorry to hear about your medical emergency that prevented you from boarding your original flight. I have reviewed your reservation QJWY9Q and I see you were issued a partial credit which you have used to book a new flight.

I have gone ahead and reversed the cancelation fees and issued your remaining credit. This Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated.

You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.

The information to your credit is below.

Reservation Code: QJWY9Q
Amount: $239.96
Expiration date: May 22, 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:01/31/2023
Type:Service or Repair 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.
On the evening of Jan 20,2023 I attempted to purchase tickets online. The transaction would not complete, so I tried the chat function. The chat function. was also malfunctioning. I called and asked if I could have the fee for calling to purchase tickets waived. I was told that it would be waived due to the technical issues. When the lady told me the total and asked me to agree to it, she did not break down the amount. I told her that I am only okay with the amount as long as it did not include the phone fee. She said it did not include a phone fee. I received my receipt and immediately noticed that they did in fact charge me the $100 fee. I called right away and was told that I needed to wait 72 hours for a review. Over ten days have gone and still no resolution. I want my money + interest at this point. Spirit is hijacking my hard earned cash and I want it back. I have attached my chat trying to book tickets to reflect the internet/online glitches, although this is only one area that was not functioning.
Business Response
Date: 02/22/2023
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.

I have reviewed your reservation NDB8SI and I see you were refunded for the agent transaction fee in the amount of $100.00 back to your card ending in 3596.
Customer Answer
Date: 02/22/2023

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:01/31/2023
Type:Customer Service 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.
Today, January 31, 2023, I spoke with Spirit Airlines **************** at approximately ******* Eastern Standard Time. I spoke with a young lady in the ****************** because the line for General Questions has been down for the past 2 days. Whenever I select option 3 for General Questions, I receive the following message: We are sorry. There seems to be an issue with our chat services. We will transfer you to our voice services to help you with your query. Unfortunately, I get transferred right back to the main menu where they ask you to make a selection on who you would like to talk to.Anywho, the young lady in the ****************** was very nice and explained that she didnt have access to the Spirit Miles information and would have to transfer me to the department that handles the Spirit Miles. When I was transferred to the Spirit miles department, the young man was talking low and had a negative attitude. It sounded like I woke him up or disturbed him from something. He told me that the promotion for the free spirit miles is expired which is a lie because I have the email to prove it. In addition, I explained that I also have miles that needed to be added from my trip from 2 weeks ago and all he said to me was Is there anything else I can help you with? So I just said Ill have the corporate office take care of it.I am extremely disappointed in the customer service I received from the ******************** ***************** I am asking corporate to please contact me to resolve my missing 500 miles promotion and the miles missing from my trip. Thank you.
Business Response
Date: 02/22/2023
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 Free Spirit account ********** and I see the last name on your account does match the last name on your reservation. Please confirm if you would like to add "Relish" to your Free Spirit account and I will add your points.

Additionally, can you tell me what bonus points you are referring to?

For future reference, it's always best to book directly through your Free Spirit account to ensure it's connected to your reservations. This way you'll guarantee points appear in the account as soon as you've completed your travel!
Customer Answer
Date: 02/23/2023

Complaint: 18957955

I am rejecting this response because I need to provide further clarification regarding my initial complaint.
Thank you for responding to my complaint. Yes, you can add "Relish" to my Free Spirit account. Also, I was supposed to receive an additional 500 points when signing up for a Free Spirit account when I tried redeeming my points from my trip.

Sincerely,

*******************************
Business Response
Date: 02/23/2023
Hi *****,

Thank you for your reply. I've added points from reservation DJFQMQ to your FREE SPIRIT account ********** as well as your 500 bonus points. Currently, your account reflects ***** points. To view your FREE SPIRIT account, please log into your account at spirit.com.

For future reference, it's always best to book directly through your Free Spirit account to ensure it's connected to your reservations. This way you'll guarantee points appear in the account as soon as you've completed your travel!
Customer Answer
Date: 03/02/2023

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:01/31/2023
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 Airlines cancelled my flight on December 24th 2022. Because of this, I was given 2 flight vouchers for my husband and me. When I went to use the vouchers, I was given an error that the date of my trip needed to be changed. However, the date I'd chosen didn't violate the stipulations of the vouchers.When I called, the agent said I either needed to change the date or book through her which would cost me more money essentially negating the vouchers. She wouldn't transfer me to anyone who could help unless I knew the person's name.This is a despicable, fraudulent way to run a business.
Business Response
Date: 02/22/2023
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 we are unable to override the features of our voucher.
Customer Answer
Date: 02/22/2023

Complaint: 18957532

I am rejecting this response because: the reason theyre giving for my vouchers not working is not correct. They are giving the same canned response they gave before which is a lie.

Sincerely,

***********************
Business Response
Date: 02/23/2023
Hi *******,
We appreciate your continued correspondence through the Better Business Bureau.
The value of a Future Travel Voucher is applicable towards the flight only portion of the Base Fare and not of the flight price
Customer Answer
Date: 02/23/2023

Complaint: 18957532

I am rejecting this response because Spirit is still not being truthful.

Sincerely,

***********************
Initial Complaint
Date:01/31/2023
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.
Flight **** leaving *** to ********** was originally scheduled to depart at 8:47pm on January 30, 2023. However, there was a two hour delay imposed on the flight with no explanation. We knew it was not due to weather because I had talked to several people back at home. Walked to the ticket counter and found out it was due to mechanical error (out so we were told by the customer service agent **** from ******). About an hour later, we received second delay for departure. There were also discrepancies with what we were being told verbally in the airport, what was being texted from spirit on our phones and what was being displayed on the app. I took pictures and recited notes on everything. Communication was sub-par at best. Our arrival time went from 11pm to 1:30am. What a drastically inconvenient difference because now I have to find a ride home at 1 something in the morning from the airport. We leave *** at 10:30pm and arrived in to ********** at 12:52am. We sat at baggage claim for an hour waiting to receive our luggage. I was livid at this point, I do not think I will NEVER again ride with Spirit airlines. I have been flying for over 25 years and have never experienced such a thing. There was an overwhelming lack of communication and accuracy of information being given. Having to make arrangements for pickup and then find an alternative and then another was an entirely different debacle at now 2am. We did not get get luggage until 1:57am. Uber ride doubled in price to $80 from the time we originally reached baggage claim and they actually time I received my baggage. Horrid ending to an otherwise amazing vacation weekend. Highly doubt I will be engaging in an positive conservation about Spirit and definitely not recommending to anyone I love or care about. I have attached a couple pictures taken from my iPhone so they are indeed time stamped.
Business Response
Date: 02/22/2023
Hi ******,

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

Please accept our apologies regarding your 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.

There are numerous factors that can affect the amount of time it takes for bags to be delivered to our guests on the carousel. We partner with Airport Operations to make sure this process is handled as quickly as possible, as we know everyone is ready to leave the airport and get to their destinations upon landing.

We understand your travel plans were disrupted. I have gone ahead and issued a Future Travel Voucher you can use towards your next flight. 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: 47669490820600001

Amount: $50.00
Expiration date: May 21, 2023

For information on how to redeem your voucher, click here.
Initial Complaint
Date:01/30/2023
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 2 round trip tickets from ********* to *** from 12/22/22 returning to ********* 12/25/22 on Spirit Airlines for ***************** and *****************. ***************** is a doctor and was required to be in the hospital Mon 12/26/22 for a patient. Spirit canceled our flight from ***-*** on 12/25/22 am with no further information. We attempted to call & join the chat, and were unable to reach an agent, so we had to drive 1 hr to the airport to speak to someone. There, the agent said the only flight available was 5 days from then on 12/30/22, which was unacceptable as **** needed to be in the hospital for a patient. He did no further investigating, was disrespectful and said he would refund our one way tickets, but he only refunded 1. We had to purchase a United Airlines flight for **** from ***-Phoenix, where he had to rent a car to drive to ********* for work 12/26. After trying for over TWO days to reach a representative, **** was finally able to reach a Spirit agent. **** spent 3 hrs to get a refund for the other ticket. We filed a request for reimbursement for the extra costs incurred on the United flight, and rental car for ****. They refused to compensate for any of this, citing weather as the reason, but other airlines (Southwest, United) have compensated for similar situations, and there were other flights leaving on that day, so clearly this was not a weather issue, but it was Spirit's incompetence that left us stranded. They did not put in adequate and reasonable effort to get us home in a reasonable amount of time. 5 days is not reasonable, and it is not reasonable to be unable to reach an agent for over 2 full days. The extra costs incurred: United flight $478.60, rental car $185.53. ****'s one way spirit flight cost $216.59, so he paid an additional $447.54 on top of the original Spirit flight. Due to the unreasonable effort to get us home, inability to contact an agent, and extra expenses, Spirit needs to refund the $447.54 extra costs. Receipts attached.
Business Response
Date: 02/22/2023
Hi ****,

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

After researching your concerns, Ive found that you also submitted a complaint with the ****************************. As such, our DOT correspondent will be in contact with you to address your concerns.
Initial Complaint
Date:01/30/2023
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 flew from ********* to ***, ** on Fri 12/30/22 on Spirit airlines for a ski trip and paid to check my ski and boot bag. Ticket cost $62 and checked bag fee was $125. My ski bag was left in ********* and never made it on the plane to ***, so I filed a claim immediately with the gate agent, who told me it would be sent the next day and be delivered to my location 2 hours from the airport by the next day. The next day, I heard nothing, and the following day I heard nothing. I continued to try to reach Spirit, but no one answered. I then called the bag delivery service, who said maybe the next day - by now it was Sunday and my return trip was Tues at 6am. I had to rent skis and purchase new pants, which they did compensate for. On Monday, after not receiving my bag, I called the bag company and told them I was going to be in *** and would pick up the bag. They said they were open until 1am, but upon arriving at 7pm no one was in the office and the phone went straight to voicemail. I waited for an hour and finally someone arrived. During this time I tried to page Spirit, but no one was even in the airport and there was no number to reach anyone. I paid $125 (double the price of my plane ticket) for a bag I never even received, so I requested a refund for my checked bag fee from Spirit, and they refused. They claimed that this $125 checked bag fee is nonrefundable, but they did not even provide the service I paid for so they need to refund this money. In addition to absolutely appalling customer service and inability to reach anyone on the phone for several days, they are keeping my money when they did not uphold their end of my purchase. I wouldn't have even bothered checking my bag for $125 if I knew I wasn't even going to be able to use the bag on my trip. Please help me get my $125 back. I have added the receipt for the bag, and the claims that I made with spirit, as well as their response.
Business Response
Date: 02/22/2023
Hi ****,

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

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

I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.

I have gone ahead and issued a refund in the amount of $125.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.
Initial Complaint
Date:01/30/2023
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.
On our connecting flight from ***** to *********. One of the flight attendants decided we simply werent going to sit in the exit rows that we PAID for simply because I had brought one drink on board. We had a NINE hour layover. We were not intoxicated and my partner did not have a drink yet neither of us were allowed to sit in the seats we paid for. Not only that she took my drink from me. She sat us as far back in the plane as she could even though there were seats open in the front. I simply want a refund for the seats and Ive resorted to having to file a complaint here because customer service is absolutely IMPOSSIBLE to get through to. Ive flown many times before and this takes the cake for the worst experience Ive ever had. Ive never been treated so coldly for no reason EVER in my life. She then made sure I couldnt see her name tag every time she walked past. Everyone else had theirs displayed just fine.
Business Response
Date: 02/21/2023
*******,

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

We genuinely appreciate the time that you've taken to bring your concerns to our attention. I can assure you that the level of service you described is not a normalcy with Spirit. I've shared your comments with our ************************* team for review and training purposes.

Without your feedback, it would be hard for us to determine exactly where we need to improve our guest experience.

I have gone ahead and issued a refund in the amount of $54.00 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: 02/21/2023

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:01/30/2023
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 had a flight booked for January 30th at **** from ********* to ***** flight number NK3167 at the beaganing they delay the flight because the pilot was stock in *********** and they were trying to find another pilot after more of two hours waiting they said that we were going to board at **** and suddenly at that time they cancel the fly due to wether condition even when the wether was fine and other flight still flying. They didnt have flys available for the same day and they refuse to compensate us for hotel and food expenses because they said it was for the wether when that was a lie. I would like the airland compensate me for the extra charges that the fly cancelation cost me
Business Response
Date: 02/21/2023
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, you were rebooked for the next available 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: 02/22/2023

Complaint: 18954719

I am rejecting this response because: there wasnt severe inclementions wether, the wether was perfectly fine and other airlines still flaying.
Spirits is useing that as an excuse for not take reponsability for the fly cancellation. Because in first place they delay the fly time because the pilot was stock in *********** and after 3 hours they canceled the flight due to inclementions wether after that they rebook me in a wrong fly and they was trying to charge me to rebook me in the correct fly even when a crew member make a mistake I had to wait hours to speck with a manager to have a resolution and after that they delay that fly because they dont have flight attendants available and when we arrive to ******* they delay again the fly for hours. Thats is a crearlo behavior from the company and has nothing to do with the wether

Sincerely,

*********************************
Business Response
Date: 02/23/2023
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: 02/25/2023

Complaint: 18954719

I am rejecting this response because: You dont want to take responsibility for you bad service its fine, I would file a case in cort and for sure I will never use you airline again without mention I am telling everybody not use your airline due to my experience and how unprofessional you are for bussines

Sincerely,

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

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