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

  84 State St Boston, MA 02109-2202

• 

  Spirit Airlines

  114 N. Raliegh Avenue Atlantic City, NJ 08401

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines, Inc

  3400 E Sky Harbor Blvd Terminal 2 Phoenix, AZ 85034

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: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 on spirit airlines in November, 2022. They allow one to purchase bags ahead of arriving to the airport at a greatly discounted price. However, both on my departure and return flight, Spirit Airline's app, website, nor phone service would allow me to purchase bags. Despite trying different credit cards and even using someone else's app, I would get an error message. When I arrived at the terminal for departure, I let an employee know. He told me to just purchase the bag for $30 more at the airport, and call Spirit about the problem. I called Spirit, and they told me someone at the airport should have handled it for me. When I told them someone at the airport told me to call, they told me to submit an online claim. I did this also, and customer service will not issue a refund. The same exact thing happened on the return flight. I tried purchasing in the app, online, and over the phone and not one of them would accept a payment because of issues with Spirit. **************** has been unapologetic and unwilling to help, despite this being an error entirely on their behalf. I am owed $60 for the extra amount I had to pay to check bags at the airport since their services would not allow me to check them with the discounted price through no fault of my own. They need to take responsibility for their faulty technology and services.

  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.
  
  
  For optimal browsing experience, make sure to use an up-to-date web browser like ****** Chrome, Mozilla Firefox, Opera or Safari. If it is up-to-date, we suggest that you clear the cache, cookies, and history through the browser settings. You can also try logging in through Private/Incognito Browsing depending on your web browser's functionality and feature.
  
  
  
  As a one-time courtesy, I have re-rated your bags and issued a refund in the amount of $60.00 back to your card ending in 1015. 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: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 have been trying to get a refund from Spirit Airlines for 7 months! My flight was delayed overnight and my passenger had to spend the night at a hotel. Im want my UBER fee and hotel stay reimbursed. ITS THE LAW!!I have submitted ***** requests on line like Spirit policy requires and they only want to give us vouchers. I dont want no f****** vouchers. Thats not the way we paid for the flight and thats not the way I want to be reimbursed. I have followed there rules, now they want to STEAL our hard earned money!! My passengers name is ***************************** and I paid for her flight and my name is *****************.

  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'm very sorry to hear about your experience with us.  Before we continue, please keep in mind that we are all humans here and anticipate the same respect that we are providing to you. Profanity is not something that we appreciate, and while I understand that you're in a stressful situation - I want to emphasize this.
  
  
  
  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.
  
  
  
  Please attach the Uber receipts that outline the expenses you incurred as a result of this delay.
  
  
  Once the proper documentation is received, it'll be forwarded to our Refunds Specialist for review. If reimbursement is approved, the review process can take up to 20 business days to complete. Should our Specialist determine, that compensation will be issued, a check will be mailed to the address that you provide.
  
  
  Please provide your mailing address in response to this e-mail as I cannot submit your claim without this information.

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18950517
  
  I am rejecting this response because:
  I paid $76.04 in cash and they want to give me a $30.98 Spirit voucher.  This is useless and unacceptable because I will never fly with Spirit Airlines again!!!!!!
  Sincerely,
  
  *****************

  Business Response

  Date: 02/22/2023

  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  at this time. 

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18950517
  
  I am rejecting this response because:
  The flight was not canceled!  There plane broke down so we had to stay at the Red Roof Inn overnight, then caught the plane the next day when it was fixed.  I JUST WANT MY HARD EARNED $76.04 FOR MY HOTEL STAY THAT I HAD TO INCUR!!!!!  I DO NOT WANT THE **** FEE BACK.  I JUST WANT MY F***** MONEY FROM JULY 2022 BACK!  PERIOD.

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

• 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.

  On Monday January 16, I was scheduled on Spirit flight **** from *** to ***. The flight was delayed once, twice, then three times. I asked the lady at the desk was the flight going to be cancelled and she said she didn't even know it was delayed. Once the flight was delayed for the fourth time, I felt with Spirit airline's history, it was best for me to find another flight on a different airline. The flight was scheduled to depart at 1:55pm. It finally departed at 6:02pm after I had already left. If I had showed up at 6:02pm and the flight departed on time, no one would have offered my a refund and my ticket would have been sold. I am a Dr. and had patients to see the following morning. I should not be expected to hope a flight will eventually take me home. I want my $238 back because we paid to choose our seats and for wifi. (Confirmation #MN1FH)

  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.
  
  
  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.
  
  
  
  As requested, I have gone ahead and issued a refund in the amount of $402.00 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:01/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid 3072$ for a flight and canceled through Expedia within 24 hours which is compliant with Spirit policy. They instead issued a credit.

  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 have reviewed your reservation GWS9XR and I see your flight was booked on 01/27/2023 and canceled on 01/29/2023 which was outside the 24 hour cancellation policy. 
  
  
  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 is still scheduled, we are only able to provide a Reservation Credit at this time. 
  
  
  
  While I am unable to honor your request for a refund, I see you were issued a reservation credit for your 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: GWS9XR
  Amount: $3,074.72
  Expiration date: April 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:01/29/2023

  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.

  January 3rd, 2023 I flew from **************** to *****, ** with Spirit Airlines, confirmation # FDHQQF. My son's car seat arrived at the baggage claim conveyor missing the top portion of the car seat that pads his head, neck, and back. I immediately went to the Spirit baggage claim to file the complaint. The attendant called over the radio and took a picture for a group chat to see if they could locate the top piece. They were unsuccessful. He gave me a QR code to scan to file my claim. When I went on the website it says that I signed a pre-existing damage waiver, which I did not sign any such paper at any moment. I tried calling and was told to go to the website. I tried chatting and several times the chat told me the hold would be longer than an hour. HOURS later it would ask if I still wanted to hold, when I hit yes, it returned back that the hold would be longer than an hour. After a second round of waiting HOURS for a chat, I was asked again to hold. I emailed Spirit on January 6th, received a response NK:004371844434, and was given an automated reply with a case number CAS-*******-N38G2. On January 28th at 10:45 PM I received a response email NK:017920005372, to make a complaint immediately upon arrival (which I went to do and was told to scan a QR code), and given baggage claim links to file a claim (the same links I tried and was told I could not file). I decide to call the number on the email, and the representative told me I had to go back to the airport so they can file a report (again, why wasn't that done when I initially went to Spirit's baggage claim office?). I asked if I had a certain amount of time to do this since I don't live close to the airport, and her response was 21 days from the day of the incident. It's been a total of 25 days since the day of the incident and when I was replied to.The customer service for ******************** has been horrendous. From all ends, everyone just passes you on to the next with no actual help given. Pictures attached.

  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 sorry to hear that your car seat was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  
  
  Per the terms of our Contract of Carriage Spirit Airlines will not accept liability for claims of damage to or missing articles from car seats, strollers, and folding wagons when carried as checked baggage.

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18946385
  
  I am rejecting this response because:

  I can't see how an airline would make themselves to held without blame for damage to a car seat in which my had just traveled in to get to the airport; and then with that same car seat being damaged, my son's life and well being at risk due to a damaged car seat. And for Spirit to basically throw their hands up after making me try aimlessly to seek help that no one was willing to offer is unacceptable. I had to purchase another car seat due to my previous car seat being damaged by the negligence of Spirit. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/22/2023

  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: 02/22/2023

   
  Complaint: 18946385
  
  I am rejecting this response because:
  

  So there is nothing Spirit can do for damaging a car seat that was not broken at arrival to the airport? There's nothing Spirit can do for the almost a month trying to get someone to answer me from Spirit's customer service, at the airport, over the phone, and via chat? There's nothing Spirit can do that it took a complaint with the Better Business Bureau over a month later from the initial incident, to get a response? Please show me where Spirit is not responsible for damaging a car seat? Because it wasn't a popped wheel of a stroller. It was the back padding that protects the head, neck and back of the child. Something that does not come off unless it was carelessly handled. 

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

• Initial Complaint

  Date:01/28/2023

  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.

  Waited over 1 hr for baggage claim. Spirit **** from *** to *** Saturday 1/28 time:347p departure

  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.
  
  
  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.

• Initial Complaint

  Date:01/28/2023

  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.

  Bait and switch. I tried to book a flight with them and upon payment, an error message came up. I called customer service and they said my flight would now be $500 more than originally quoted. I have pictures of my original itinerary and final total. I sent them to an agent and they refused to honor it saying the price had now changed.

  Business Response

  Date: 02/19/2023

  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:01/28/2023

  Type:Product 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 was filed a complaint once about the flight ticket refund policy. The business issued a travel credit by using the confirmation number. But they set an expiration date, also the period was shorter than normal. I do request Spirit Flight to reissue my travel credit which under the confirmation number "KCNTMV". I even didn't when it will be expired and didn't received any notice about the expiration.Thanks!*************** Spirit # **********

  Business Response

  Date: 02/19/2023

  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 KCNTMV, and I have issued a courtesy extension. Please be advised our Reservation Credits are valid for 90 days. You do not have to fly before the credit expires, you only need to book a flight before then.
  
  
  
  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: KCNTMV
  Amount: $160.74 
  Expiration date: May 19, 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: 02/21/2023

   
  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:01/28/2023

  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 MADE A PURCHASE FOR A TICKET TO FLY FROM *******, ** TO ************, ********** VIA ORBITZ.COM [DEPARTURE: JAN 7, 2023 RETURN: JANUARY 27, 2023] - SPIRIT AIRLINES IS THE FLIGHT PROVIDER - I CONTACT SPIRIT AIRLINES AFTER MY TICKET PURCHASE AND WITHIN 24HR PERIOD. I SEEK INFORMATION. I ASK FOR CONFIRMATION THAT I MEET THE PARAMETERS TO FLY (GIVEN MY MEDICAL CONDITION AND CURRENT VACCINATION STATUS). I AM TOLD THAT 'IT WILL NOT BE A PROBLEM'- NOTE: EXCERPT IN MODERNA (VACCINE MANUFACTURER) REPLY LETTER FROM AN ONLINE INQUIRY SUGGESTS THAT IT IS 'INADVISABLE FOR ME TO RECEIVE THE EXPERIMENTAL INOCULATION AT THIS TIME'- REASON FOR TRAVEL: MEDICAL SERVICES OUT OF COUNTRY - SPIRIT AIRLINES CUSTOMER SERVICE REPRESENTATIVE STATES THAT I MEET THE REQUIREMENTS AND I AM ELIGIBLE TO FLY WITH COMPLETION OF THEIR ATTESTATION FORM= FALSE - WEBSITE MISLEADS: POLICY AND CUSTOMER SERVICE REPRESENTATIVE SEEM TO BE DIVERGENT FROM CENTER FOR DISEASE CONTROL (CDC) GUIDELINES FOR INTERNATIONAL FLYERS - THE INFORMATION THAT SPIRIT AIRLINES PROVIDES IS INCORRECT. IT MISLEADS THE CUSTOMER.- CUSTOMER SERVICE IS UNABLE TO PROVIDE: 1) A REFUND 2) AN ALTERNATE ********** LOCATION TO ALLOW FOR FLIGHT ELIGIBILITY [EX. ******* (***)] 3) FULL CREDIT TO ALLOW THE ***** TO BE USED FOR FUTURE FLIGHT, OR 4) TRANSFERABLE FLIGHT CREDIT TO AN AMERICAN FAMILY MEMBER - DEEMED REFUSAL TO CONNECT WITH THE CUSTOMER, TO REIMBURSE OR PROVIDE A REASONABLE ALTERNATE ARRANGEMENT - SPIRIT AIRLINES ELECTS TO KEEP ***** AND DISENGAGES FROM CUSTOMER- SEEMS TO BE UNETHICAL IN THEIR HANDLING OF BUSINESS - SUSPECT THAT THE SEAT MAY EVEN HAVE BEEN USED FOR AN ALTERNATE CUSTOMER TO DOUBLE-BILL FOR THE SEAT SINCE ADVANCE NOTICE WAS GIVEN THAT I AM UNABLE TO GET FLIGHT CLEARANCE - DID NOT PROVIDE SERVICE AS DESCRIBED - NO RETURN OF ***** AS OF THIS DATE: 28 JANUARY 2022 - NO CUSTOMER SERVICE CONTACT TO RESOLVE COMPLAINT - SPIRIT AIRLINES REFUSES TO RETURN ***** TO THE CUSTOMER. NO TICKET. NO FLIGHT.

  Business Response

  Date: 02/19/2023

  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 be advised, guest shall comply with all laws, regulations, orders, demands, or travel requirements (including but not limited to passports, visas, and health/immunization requirements) of countries to be flown from, into, or over, and with all rules, regulations, and instructions of Spirit
  
  
  
  It is the guest responsibility to ensure that you have the correct documents needed for travel.
  
  
  I have reviewed your reservation BF473M and I see you have disputed the charges. Since a dispute has been filed, your bank has opened an investigation into these charges. Please allow your bank to complete its investigation. AMEX disputes take 30 business days from the date the dispute was received to provide any updates. 

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18942801
  Spirit Airlines BBB rating C minus (-)
  
  I reject this response because:

  
  1) Spirit Airlines customer service representative divergent from company policy, procedure and CDC travel regulations. 

  
  2) Information misleads client within 24-hr cancellation period.

  
  3) Spirit Airlines responsible for actions of their customer service representatives.

  
  4) Airline reassurance to client: a) inaccurate, b) inappropriate and c)potential to be illegal under the circumstances.

  
  5) Spirit Airlines unable to guarantee flight available to customer. [intention of travel: out-of-country medical services]

  
  6) Third-party purchase via "Orbitz.com".  No source document for all Spirit Airlines policies and procedures.

  
  7) Unreasonable delays in replies from Spirit Airlines customer service to resolve matter prior to flight.

  
  8) Spirit Airlines refuses to address concern with mutually agreed upon reasonable alternative.

  
  9) Spirit Airlines confirms there was a flight cancellation due to "crew issue". (in addition to travel restriction).  No previous disclosure to BBB, AMEX and/or client. (see attachment)
  

  10)  Spirit Airlines seems to rely on general terms instead of facts, evidence and/or specifics.  Customer insists on transparency and accountability. 

  Request for full reimbursement.  Spirit Airlines- Do not contest further.  I want to maintain an amicable relation with Spirit Airlines and perhaps use flight services in future.  I hope to resolve this matter in short order without additional resistance and/or administrative difficulties. 
  

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

  Business Response

  Date: 02/22/2023

  Hi Ben, 

  We appreciate your continued correspondence through the Better Business Bureau.

  Since a dispute has been filed, your bank has opened an investigation into these charges. Please allow your bank to complete its investigation. AMEX disputes take 30 business days from the date the dispute was received to provide any updates. 
  

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18942801
  
  I reject this response:

  Please state the intention of Spirit Airlines.  Does the organization intend to contest the **************** charge dispute? Y/N

  Alternatively, we can continue the resolution process with the Better Business Bureau to serve as a mediator.

  Please advise. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/23/2023

  American Express complaints do not allow for email or message correspondence.  It is done over the phone.  

  The first complaint is closed.  All I receive from **** is a copy of the receipt.  **** did not explain further-  'Investigation complete.  File closed' (see attached).  

  **** frames the event as a 'charge inquiry'. A copy of the receipt did not serve any function or utility.  Note: Purchase made via third-party website 'Orbitz.com' (not Spirit Airlines direct). 
  

  ****'s charge dispute resolution process with Spirit Airlines did not meet my expectation.  They did not ask any questions.  A copy of a transaction receipt does not constitute a 'formal investigation'.  No flight service rendered.  No reimbursement or credit issued to client.  
  

  A second **** dispute is made.  I relay to ****- I want the opportunity to provide evidence and the context.  They report that I have to wait for a 30-day period in order to hear back from Spirit Airlines.  Spirit Airlines could simplify the process, concede and reverse the charge.

  If Spirit Airlines can answer the simple Yes/No question- Does their organization intend to contest the **** dispute or issue a refund to the customer?  I would appreciate a straight forward answer from them. 
  

   

  Business Response

  Date: 02/23/2023

  Hi Ben, 

  We appreciate your continued correspondence through the Better Business Bureau.

  Since a dispute has been filed, your bank has opened an investigation into these charges. Please allow your bank to complete its investigation. AMEX disputes take 30 business days from the date the dispute was received to provide any updates. 

  Business Response

  Date: 02/27/2023

  Hi Ben, 

  Please be advised your dispute is still open with Amex. 

  Business Response

  Date: 03/06/2023

  Hi ***, 
  
  
  Thank you for your patience regarding your AMEX dispute. As the dispute has now been closed I have issued a reservation credit for your flight as all Spirit flights are non-refundable. 
  
  
  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: BF473M
  Amount: $551.44
  Expiration date: June 03, 2023
  
  
  You dont need to travel by the expiration date, you just need to book your travel by then. Dont forget to read the terms and conditions provided in the link:
  
  
  ******************************************************************************************************************************

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 18942801
  
  I reject this response because:

  I want clarification.  AMEX reversed the charge.   The credit card company had a secondary review.  This time they took the context into consideration.  It appears to have worked in my favor.

  Is this offer for Spirit Airline credit an 'act of good faith'?  Is it an attempt to make up for the confusion and administrative difficulties caused by the interactions we had?

  I do not want to accept Airline credit (with an expiration date) if it means that it will give a mechanism for Spirit Airlines to re-charge my credit card.  Please explain the intent from Spirit Airlines customer service.  

  Also, in order for a ******** traveler to get on a plane, the Presidential Order and international travel ban would likely have to expire first.  What is the date that this order is currently scheduled to be rescinded? 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/14/2023

  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: 03/14/2023

   
  Complaint: 18942801
  
  see attached document

  provides context-

  1) Spirit Airlines customer service contact within *****.

  2) Misinformation by airline when initial contact is made. 

  3) Spirit Airlines is aware of Presidential Order, Rules and Regulations.  Gives false assurance to customer. 
  

  4) Inability to provide flight in circumstance.  Cannot guarantee authorization to fly to or from destination. 
  

  5) Refusal to correct mistake or refund cost of flight.  Product and/or service unavailable to the customer.  Breech of purchase agreement. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/27/2023

  Type:Order 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 had booked a roundtrip flight from *** down to ***. Upon checking in at the Spirit Airlines desk at ***, we were told that we only had to pay for one of our bags as a carry on. We were a little off put by this unexpected $99 charge but we shrugged it off. The day before our departure flight back to RDU from **** I went ahead and pre-purchased one carry-on bag at the discounted rate through the app to avoid higher costs at the airport. We were getting our tickets scanned to board the flight when the lady scanning our tickets told my husband that he needed to pay for his bag. We explained that we only paid for one bag on the flight down, so now why this extra charge? We were sent out of line to the Spirit Airlines desk where we explained our situation. The lady helping us was extremely rude and acted like she didn't have the time of day to help us or listen. We told her that on the way down, we only paid for ONE carry on so now why are we, during the boarding process, being told something else than before? We obliged to pay because we needed to fly back home, but now since we are at the desk during boarding we had to pay the full $99. If I had known in advance that we would have had to pay for two bags, I would have pre-purchased to get the discounted rate. We are very disappointed in the inconsistency of Spirit Airlines and I regret to say that we will never fly with this airline again. My advice is to be very clear and consistent through all airports with your policies and to hire employees who are not incredibly rude.

  Business Response

  Date: 02/19/2023

  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. 
  
  
  
  Because Im unable to verify what bag you had at the time of travel and its dimensions, Im afraid that Im unable to issue a refund.

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18941998
  
  I am rejecting this response because: the response does not address the inconsistencies we experienced between multiple Spirit Airline desks. One said it was okay to take on, the other did not. Since the first one let us take our bag on, we did not expect to pay $100 on the way back. If we had known and had to pay at the first desk, I would have taken advantage of pre-buying to save money.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/22/2023

  Hi ******, 

  We appreciate your continued correspondence through the Better Business Bureau.

  We rely on the expertise of airport agents to assess the correct baggage charge based on our guidelines.

  Please know that we do all that we can to ensure that our guidelines are followed on a consistent basis, and we will ensure that we address this matter on our end.