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, Inc

  3400 E Sky Harbor Blvd Terminal 2 Phoenix, AZ 85034

• 

  Spirit Airlines

  7200 Ne Airport Way Portland, OR 97218

• 

  Spirit Airlines

  5300 Riverside Dr Concourse B Cleveland, OH 44135

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:01/22/2023

  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 contacted Spirit via ******* support to cancel my flight just after 24 hours after booking to cancel due to an unforeseen error. I'm asking them to kindly refund me the flight. It was just after 24 hour. Spirit needs to cancel and refund my flight.Confirmation code: FWWPKB

  Business Response

  Date: 02/14/2023

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Can you tell me if you would still like to cancel your flight? FWWPKB

  Customer Answer

  Date: 03/03/2023

  I asked Spirit to cancel my flight yet they said they would not be able to refund. It was just $40. I have to cancel due to family emergency. I kindly request they refund my credit card. Confirmation: NFSKYC

  Business Response

  Date: 03/12/2023

  Hi *******, 

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

  Please confirm if you would still like to cancel your flight NFSKYC? 

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 18878067
  
  I am rejecting this response because:

   

  Can you at least let me carry on my bag for free without the fee or upgrade me to a big comfy seat?
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/14/2023

  Hi *******, 

  We appreciate your continued correspondence through the Better Business Bureau.

  I do apologize but we are unable to waive bags and fees for the Big Front Seat. Are you still requesting to cancel your reservation NFSKYC? 

• Initial Complaint

  Date:01/22/2023

  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 want a full refund for the trouble and time and error on Spirits part in this fiasco. 1/13 I booked a vacation and we booked a flight with spirit for 3/19 direct flight in the early AM. 1/18 I called Spirit to see if we could cancel & use a different credit card to book. During the call my husband said nvm, lets keep it, I thanked the agent and told him nothing needed to be done. A few minutes later I receive a modified flight email from Spirit and it now lists our flight for 3/21 -never authorized and our vacation stay was originally for 3/19-3/24 so the flight would not make sense. Called back immediately and got hung up on a few times. Then after finally reaching an agent, he told me he had no manager when I asked to speak to a supervisor about this non-authorized change. Another agent gave me the phone # for what ended up being ***** baggage- no one answered and it was useless. Again: SPIRIT (without authorization from me the customer) diverting flight date from 3/19 to 3/21. .Yesterday I called and was told a call review person would call me back within 30 minutes. An hour passes and nothing- today on 1/21 we called Spirit again and the new agent told us that it actually takes a few days, and was advised by her to file a formal complaint on Spirit. We want to just cancel after all this craziness & lies. Spirit wants to give a partial credit of ~$180, charged ME for a change fee from their 1/18 blunder, gave a random voucher for the 3/21 flight, and refuses to refund full flight/tax. At 1st the supervisor wanted to charge over $200 to cancel until I pointed out that it should be free cancellation for 60 days away from departure and $49/person for **** days from departure. Then she changed her tune to $98 but only with a partial refund. They charged me ~$446 total for the flight. If the 1st agent told me i had the option to cancel for free on 1/18 I would have done so! This seems like robbery and I have spent hours on the phone trying to resolve this!

  Business Response

  Date: 02/14/2023

  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 SHBCFZ and I see your flight was changed online from 03/19/23 to 03/21/23 and a credit was issued for $62.00. 
  
  
  
  As we are a web-based, Guest-driven airline, Guests are ultimately responsible for the reservations and transactions they have made on the website.
  
  
  I also see it was then changed again online from 03/21/23 to 03/19/2023. Are you still requesting a refund for your flight or would you like to keep the flight booked for 03/19/2023? 

• Initial Complaint

  Date:01/21/2023

  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 was on a flight from ****** to ********* on 1/14/23 flight number 290 , my carry on bag fit the size for a free carry on bag, they checked it in ****** and it was ok and a free bag. Coming back to ****** on the 1/17/23 flight number 208 I was pulled out of the boarding line and was told my bag was to big and was charger $99.00, it was the same bag and the same amount of stuff in the bag. So my question to the Spirit staff was why is it ok one way but not the other. I was told I got lucky in ******. I checked the bag before I left home and it was ok size for a carry on, ****** checked it and it was ok. So why one way but not the other. The plane was full of bags the same size as my way and I ask people if they had to pay and they said no it was free . This is just not right any way you slice it. The confirmation number was ACQNSV if that helps.

  Business Response

  Date: 02/14/2023

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns. 
  
  
  
  Im so sorry to hear about your experience. I completely understand how frustrating unexpected charges can be. However, we rely on the expertise of airport agents to assess the correct baggage charge based on our guidelines.
  
  
  I understand that you stated your bag was within our personal item guidelines, however, 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.
  
  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.

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18877062
  
  I am rejecting this response because: My bad was checked by Spirit workers in ****** and it was fine, but on the way back from ********* it was to big, same bad same stuff in bag. I measured it at home and it was well within limits. Here are the measurments, 18x14x8 . 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/15/2023

  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: 02/15/2023

   
  Complaint: 18877062
  
  I am rejecting this response because: It just is not right . I planned two vacations later in the year. both trips I had a choose of flying Spirit Airlines but I went with another carrier. They are willing to loose business over 99 dollars, REALLY 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/20/2023

  Type:Delivery 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 am requesting a flght date change due to family emergency. My mother was ******** to the hospital and discharge late Friday January 20, 2023. I am requesting a date of returning change from Friday January 27, 2023 to Monday January 23, 2023. The confirmation # is ALR16H

  Business Response

  Date: 02/14/2023

  Hi ********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns. 
  
  
  
  Plans change we understand and that's why we offer several options on how to change your reservation. The quickest and least expensive option is to visit "My Trips" and make modifications yourself. Changes can be made up to an hour before scheduled departure. 
  
  If your new fare is less than the original fare, we'll provide you with a Future Travel Credit which can be used within 90 days to book any available travel. If the new flight has a higher fare, you'll need to pay the difference including any difference in government taxes and fees.
  
  
  Your reservation reflects that you did not check-in for your flight on 01/27/2023. When you dont board the aircraft for any reason, the flight is automatically canceled in the system and all remaining segments on the itinerary are canceled. Unfortunately, flights cannot be reinstated, and the airfare is non-refundable.
  
  
  
  As a one-time courtesy, I have issued a reservation credit for your return 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: ALR16H
  Amount: $144.78
  Expiration date: May 14, 2023
  
  
  You dont need to travel by the expiration date, you just need to book your travel by then. Dont forget to read the terms and conditions provided in the link:
  
  
  ******************************************************************************************************************************

• Initial Complaint

  Date:01/20/2023

  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.

  We took a flight on Spirit Airlines FE9KFC on 12/22/2022. We were flown to *** with a connection to ***. Flight delayed, gate changes, with finally a text notice that flight is cancelled. This is prior to the gate agents even being aware - or the pilots. The plane was there, pilots, flight crew and good weather from *** to ***. We even talked with pilot that said he had no idea why it was cancelled and that it was not due to weather. We were finally told to go to main terminal to rebook - all 200 plus passengers! So we make our way there, for them to tell us the best they could get us out was FIVE days later, no option available whatsoever. We had a paid non refundable all inclusive. We asked to be placed on a different airline sooner. Said they cannot do that. We know there were options as we checked (and ended up booking one ourselves). After much grief, harassment, rudeness, we booked ourselves on a different airline going out two days later, total cost $2569.40. This should be mandated! We were in a different city- two nights hotel ($152.67 and $180.07), booking best rate we could find. Plus our eating and survival for two days. This Spirit error cost us $3290.35, that we are requesting a refund. This can be refunded back to my credit card that we spent over $5000 on our Spirit flights, bags, seats!!! This does not even include our all inclusive we lost out on! This was the absolute WORST traveling experience in my 50 years..and I have been around the world. Totally handled inappropriately and they should have placed us on a different flight the next day or day after. Something needs to be done to mandate this for the customer. We would like to be reimbursed quickly so that we can pay the rebooking charges. Thank you.

  Business Response

  Date: 02/14/2023

  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 for your canceled 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: 02/14/2023

   
  Complaint: 18870446
  
  I am rejecting this response because:

  This sounds like a generic response from the organization. We would expect that they take responsibility, since they could not offer us an alternative solution for FIVE days. We rebooked on a different airline, as we were already flown by them to a different city, for a connection. We were going to lose thousands of dollars on a paid all inclusive. This is not acceptable and needs to be changed.

  How is Spirit out nothing and the customer is out thousands of dollars ?

  How would they feel in our situation? We paid $5000 to fly on Spirit and had to pay $3000 over and above. They need to do what is right and acceptable.

  They ruined hundreds of persons vacations that were on our flight. Step up and do what is right. I get there are mishaps when flying, but this is unacceptable and unreasonable.

  They also put it was weather related, however, a source of the matter says that is what is put down for everything so they dont have to claim responsibility.

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

  Business Response

  Date: 02/15/2023

  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: 02/15/2023

   
  Complaint: 18870446
  
  I am rejecting this response because:
  

  The above attachment states we may be entitled to compensation.

  How Spirit is handling this is unreasonable and unacceptable. We were forced with no other option than to rebook our ticket on a different airline. We were flown by them to a different city for a connection. They cancelled the entire flight, with no resolution. We were forced to stay in a different city, eat in a different city and rebook on a different airline. This is inhumane to not compensate us. Meanwhile our all inclusive was paid in full and we had to pay for expenses on top of the already paid expenses. 

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

• Initial Complaint

  Date:01/20/2023

  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.

  Jan 16, 2023 myself and my mother flew oit of *****, ** to ************ *********** with once checked in bag. First experience with the counter woman was rudeness and she never gave us a paper boarding pass or a bag ticket. We got to ************ and put bag was not there. ************ spirit contacted ***** and they said they see our bag and it was never loaded on the plane. After stating it was very urgent due to medication being in that bag ***** said it will be loaded on the next flight to ************. Tuesday morning no bag so we contacted ***** and once again it was said the bag was never loaded and will be on next flight. Tuesday night no bag and when ***** was contacted we were told they didn't know where the bag was or where it went. We went our whole vacation with no medication and had to spend over $500 on lots and nobody at Spirit gave a **** and now we keep getting told ************ will handle it and when we talk to ************ they say ***** will handle it. I want a refund of our baggage we paid for that never arrived, either find our bag or total reimburemenet for items in the bag. We have been trying to.ahold of baggage for an entire day and we have to go to airport since nobody picks up the phone as all we want to do right now is change delivery address in case the bag is found

  Business Response

  Date: 02/13/2023

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  
  I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  
  
  Upon reviewing your reservation ZM69RN, I see your claim is currently in processing and should reach a resolution within 30 days of the submission of your Claim Form, and all pertinent documentation required.

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 18868407
  
  I am rejecting this response because:
  It has been 30 days and I have not heard anything in response to this. 
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/26/2023

  Hi *******, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  You may check the status of a claim by calling the *********************** team at **************.

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 18868407
  
  I am rejecting this response because:  I want everything in writing, and when I try to call I can never get ahold of anybody.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 03/06/2023

  I want everything in writing, and when I try to call I can never get ahold of anybody.

  Business Response

  Date: 03/14/2023

  Hi *******, 

  Per the baggage Team-Your claim has been processed and you will receive a check for $625.00 mailed to *************************************************. The settlement amount reflects payment of your claim less standard depreciation. Your check will be issued within 20 business days.

  
  Below is the list of items that were not covered per our Contract of Carriage:
  -Electronics, Cosmetics

  
  In addition, Spirit Airlines will consider reimbursement of reasonable interim expenses when a bag is delayed. However, the reimbursement of these expenses should not be interpreted as a separate claim, but advance payment of the potential lost luggage claim. As such, Spirit will only consider the value of the lost item less standard depreciation, not the items replacement value. As such, the amount requested for interim expenses was not included in the resolution of your claim.

• Initial Complaint

  Date:01/20/2023

  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 purchased a plane ticket for $345.16 and insurance $30.51 for flight RMEG5U on June 2, 2022. The trip was for July 2, 2022 however I got extremely ill and had to cancel my trip. I called June 27, 29, 30 of 2022 to cancel my trip because my illness. Spirit airlines did not cancel my flight and still took the money from me stating I was a no show. Per the policy and insurance Ive purchased it states cancelations due to sickness and wellness are eligible for refunds. This was a service I did not receive. I spoken to them numerous of times seeking a refund but was denied at every turn. *** also submitted all paperwork and documents they have asked me too and still have not received anything back. Ive been trying to seek help for my refund through conversations with supervisors but I always get hung up on. I have every documentation saved and screenshots of all important information.

  Business Response

  Date: 02/13/2023

  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 kindly request a copy of any documents validating your emergency, so we can issue the proper reimbursement for the affected flight.

• Initial Complaint

  Date:01/20/2023

  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 a vacation package with Spirit Airlines leaving from *** airport with a connecting flight at *** airport for a final destination in ***. The dates of travel booked were for 10/23/22 - 10/30/22. On the day of travel (10/23/22) the flight leaving from *** airport was delayed which would give an arrival time at *********** after the flight was due to leave from ***********. In speaking with the counter rep and asking about this change in time myself as well as the other individuals in my party were assured that the we would not miss the flight at *** and we would be able to make our final destination of ***. We took the 1st initial flight from *** and when we arrived at the *********** the connecting flight was not there and had already left enroute to ***. When we spoke with the counter reps there we were informed that our connecting flight had been changed to the following day with no prior notice being given even with clarification being asked previously at *** when the flight was delayed. With this change in the flight day and time we were left to figure out housing and meal accommodations which cost us money that we had not factored into our traveling expense. We also lost money for the reservations and accommodations we had already paid for in *** by having an arrival of a day later.

  Business Response

  Date: 02/13/2023

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns. 
  
  
  
  Im so sorry to hear that you missed your connection. Our records show that your outbound flight was delayed due to crew which ultimately caused you to misconnect.
  
  
  Im very happy to see that you were re-booked for the next available Spirit flight. I understand that you still may have incurred a few additional out of pocket expenses. Id be happy to review any receipts that you have that show this.
  
  
  Please attach the overnight Hotel and meal 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 confirm your mailing address in response to this e-mail as I cannot submit your claim without this information.

• Initial Complaint

  Date:01/19/2023

  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.

  Hi, I booked a flight from Spirit Airline for a round trip from ****** to ********* but my flight got canceled. I asked for a refund but the agent refused to refund my money and gave me the reservation credit while mentioning that there is no expiration for the credit and I can use it whenever I want to book a flight with Spirit. I paid $333.08 for this booking (below is the detail for the booking) and received the same amount as the reservation credit. I used partial of this credit for the amount of $121.96 for later on for another flight in February (confirmation code JJQV3K) and the remaining amount of $211.12 was supposed to be usable for other reservation. In December 2022 when I tried to use that amount to book a flight I got to know that the credit is expired. I tried to explain and have my money back as the reservation credit or original payment to my account through the chat and by calling the customer service but none of them worked. After spending lot of times over the phone, I could talked to a supervisor who told me to contact the online customer service by filing the complaint form in Spirit.com and ask them to extend the credit because it doesn't make sense to loose your money. I filed the complaint in Spirit website but I received an email recently stated the same thing that the customer service told me in chat and over the phone which is that the credit cannot be extended as it is already expired in March 2022 and extended once. I truly need my money back in terms of credit or original payment for $211.12. Confirmation Code: DGCUVW Email address associated on the reservation: ******************** Passenger(s) name: ********************** and ********************************* Travel date(s): Dec 25, 2021, 11:30 AM *** to ********* 04, 2022, 1:00 AM LAV to *** Billing/Home address: ********************************************* (at the time of reservation it was **************************************************************** *****) City Pairs (from and to): ****** to ********* and Return

  Business Response

  Date: 02/13/2023

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns. 
  
  
  
  I have gone ahead and issued a credit extension. 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: DGCUVW
  Amount: $211.12 
  Expiration date: May 13, 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: 02/13/2023

   
  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,
  
  **********************

  Customer Answer

  Date: 03/03/2023

  Hi, I am writing this letter to submit my complaint about the charge by Spirit Airlines on December 23, 2022, in the amount of $686.36 (see attached #1). This charge is related to the booking for 2 flights as shown below: 1. Flight from *********** to *** Airport on December 24, 2022 2. Flight from *** Airport to *********** on January 2, 2023 The departure time for the first flight was 10:45 AM on December 24, 2022. Spirit Airlines avoided starting boarding passengers at the boarding time which was 10:15 AM and canceled the flight at 10:45 AM by sending an email (see attached #2) and announcing it at the Spirit Arilines counter at the airport. At the airport, the passengers were told they would receive a full ticket refund and the confirmation/updated charge would go through an email. On December 24. 2022, I received an email with the updated charge (see attached #3) for my second flight which was still was supposed to be valid showing that the total price for the flight would be $196.20. As my first flight was canceled, the second flight was the only flight that I was supposed to be charged for. As a result, I was supposed to get a refund as follows: ****** get the refund for the amount of $686.36 and then be charged $196.20. Or receive the credit for the difference of $686.36 and $196.20 which is $490.16 ($686.36 - $196.20 = $490.16) as the price adjustment. However, on December 26. 2022, I received a credit of $290.16 only from the merchandise which was $200 less than what I was supposed to receive ($490.16 - $290.16 = $200 that Spirit Airlines owe me). Several times since then, I tried to call Spirit Airlines and talk to an agent to resolve the issue but unfortunately, it did not work out. I would like to receive $200 credit back to my original payment due to the above reasons. Thank you for your assistance. Sincerely, **********************

  Business Response

  Date: 03/26/2023

  Hi *****************************cke-eol="1">We appreciate your continued correspondence through the Better Business Bureau.
  
  
  Because there were vouchers used on your reservation SKNJTQ, your refund was applied back to the vouchers. I have reversed this and issued a refund in the amount of $200.00 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: 03/28/2023

   
  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:01/19/2023

  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 purchased a 2-flight trip home from ****, **** scheduled overnight from 1/7-1/8. (Confirmation code BK8ZHN) When I arrived for my layover at ***************, we were informed there was a line for customs to clear us to enter the airport. Spirit scheduled my next flight home to ****** just 1 hour after this flight landed so I was unable to deplane and missed my next flight. Spirit claimed to be able to rebook flights for passengers who were unable to make their connecting flights. People from my flight received emails with a flight booked for the next day Monday, 1/9. I was never contacted and needed to buy a new flight with another airline to make it home for work on Monday. Before I left the terminal, I spoke with spirit representatives who filed for a refund of the flight to ****** that I was unable to make, and it would arrive in 5-7 business days. I received my payment of $358.88 nine days later on 1/17. I am seeking reimbursement for the differential in cost ($98.10) between the refunded amount and the $453.98 I paid for a new flight home with JetBlue (Flight **** *** to ***) as well as the 12+ hours I spent in the *********************** while waiting for the only other flight leaving to ******. This time I lost in the airport cost me $112.76 to eat. In total, I am seeking an additional $210.86 from Spirit Airlines due to their failure to accommodate on 1/8-1/9.

  Business Response

  Date: 02/13/2023

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns. 
  
  
  
  Please know that connecting flights offered by Spirit Airlines on one itinerary are considered a "legal connection" and passengers should not have any difficulty. Although rare, missed connections do take place in any form of transportation. At times, the number of passengers clearing US Customs exceeds their ability to process them quickly and passengers miss their connections. 
  
  
  I'm so sorry you missed your connection in ************** due to a backup with the **** Customer and Immigrations. Please understand that as your missed connection was out of Spirit's control, we were unable to reimburse for out of pocket expenses.