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.
901 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:01/19/2023
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 was on a Spirit flight from ***** to ******* (Confirmation: FDMLHC). I forgot my Mac Pro in the overhead compartment. Immediately after I got home, I contacted Spirit and the airport's Lost and Found to report the missing laptop (Spirit Airlines Lost Item Report Number *******). I was informed that they had a report that the missing laptop was found. However, the laptop later mysteriously disappeared from Spirit's possession. I was told to wait 30 days for a resolution. I was never contacted again other than to be told that they did not find the laptop. I proceeded to buy a new replacement laptop for $1000. I do not understand how a laptop was recovered and then disappeared again. In addition, I was never compensated for the loss of my laptop.
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 do apologize but, as per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with Spirit. Spirit assumes no responsibility or liability for the following items in or as checked or carry-on baggage: Computer hardware and software, including laptops, and accessories.
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 do apologize but, as per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with Spirit. Spirit assumes no responsibility or liability for the following items in or as checked or carry-on baggage: Computer hardware and software, including laptops, and accessories.
Customer Answer
Date: 02/14/2023

Complaint: 18840534

I am rejecting this response because:

Sincerely,

******************
Customer Answer
Date: 02/14/2023

Complaint: 18840534

I am rejecting this response because: Based on talking to Spirit employees, my laptop had been found. However, it disappeared again, while in Spirit Airline's possession. It can only be assumed that a Spirit employee "misplaced" it. Thank you for your time.

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: 02/24/2023

Complaint: 18840534

I am rejecting this response because: Spirit did not provide any type of compensation.

Sincerely,

******************
Initial Complaint
Date:01/19/2023
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 Spirit Airlines to ************* and gave up my seat for another passenger to be able to sit with his spouse. I filed a lost item report (#*******) and received a response that no item remotely fit the description of my iPad. the item continued to show a location at the airport until yesterday. This morning I received a request for my password from the person in possession of my item. The item was located at a residential property of a person who identifies himself as the head of corporate security and is now laying claim to my property under his own "finders-keepers" policy.
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.

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:01/19/2023
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.
Spirit Airlines does not allow you to unsubscribe from their email list. I started receiving spam emails nearly every day after booking a flight. When I navigated to their unsubscribe page through the Unsubscribe link in their email, I found that the page is set up to *prevent* you from actually unsubscribing. The page allows you to check off what type of promotional email you receive from them along with a checkbox to "Unsubscribe from all". However, if you check "Unsubscribe from all", the button to save your changes greys out and does not allow you to proceed. You are forced to choose to stay subscribed to promotional mail. I have attached two (2) images to this complaint: These show my attempts to unsubscribe from all their promotional emails and how the page does not let you proceed unless you choose something. I also have a video if you need further clarity, but your uploads do not allow videos.I first tried to contact their text support. They claimed that they were not able to manually remove anyone from their user list. They tried to send me to pages that did not apply to my situation, e.x. sending me a PDF of their privacy policy. When it became clear that this person was not helping me, I asked for their full name or employee ID #, which they did not give - they directed me to talk to their customer support phone line and then ended the session. It was wholly unhelpful and they completely ignored my complaints about the non-functioning unsubscribe list. Then I emailed with the above attachments. All they did was redirect me to the exact same non-functioning unsubscribe link - they clearly did not read my emails at all. I had to email them *three* times, attaching the images and video each time, for them to say they would forward my concerns to their IT team.In the end, I used a third-party anti-spam program to forcibly remove my email from their list - because they refused to do so.
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 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 and I do see your email address ******************** has been unsubscribed from our mailing list. I have also forwarded the screenshot you provided to our IT Team to further look into this error.

Thank you for brining this to our attention.
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,

*******************
Initial Complaint
Date:01/19/2023
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 canceled my flight less than 30min after I paid. After I noticed the time of flight. I called 4x then I emailed them. They approved my cancelation the next day that was June 5th 2022 I have been in a bind and borrowing money because that money was supposed to go back at least by July. I have plenty of emails showing my concerns on the delay
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.

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:01/19/2023
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.
Arrival was delayed by more than 28 hours. Several FAA and *** regulations were violated regarding my rights as a passenger. I was not provided adequate food and accommodations during the delay. The exposure to the elements from de-boarding the entire plane at 3:30 in the AM and being left without direction or instructions till 9:00AM caused physical illness as well as mental and emotional distress. I am entitled to 400% of my fare. $645x4= $2,580....Confirmation#JG22Q Flight date 12/13/22 flight #*** from Lima to *********.
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 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 you were not denied boarding due to an oversold flight, we are unable to issue denied boarding compensation.

We understand your travel plans were disrupted. Our station issued each of you a Future Travel Voucher (FTV). You should have received an e-mail containing this information but, just in case you didn't, I've provided it again below.

Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.

Guest name: MAGDY TAWFIK
Voucher code: 46546326352400048

Voucher code: 46545228540200048

Voucher code: 46545216171200048

Amount: $50.00 each
Expiration date: March 11, 2023

For information on how to redeem your voucher, click here.
Customer Answer
Date: 02/15/2023

Complaint: 18838156

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 02/20/2023
I realize that the BBB is not a regulating institution and that is perhaps why Spirit is refusing to follow the law.
The DOT has more leverage and according to the **** I am entitled to a full refund, ($645). Cut and paste from their site regarding this matter follows as well as the link.
I have also attached a screenshot of my credit card charge for $36 at a diner if ******************************** where I had to walk while physically ill to get some food after being left to fend for myself for 20 hours previously.
The total delay was over 27 hours, if your position is that is "reasonable", than it is obvious it will take a judge to hold you accountable.
Schedule Change/Significant Delay - A consumer is entitled to a refund if the airline made a significant schedule change and/or significantly delays a flight and the consumer chooses not to travel.
DOT has not specifically defined what constitutes a significant delay. Whether you are entitled to a refund depends on many factors including the length of the delay, the length of the flight, and your particular circumstances. DOT determines whether you are entitled to a refund following a significant delay on a case-by-case basis.
Business Response
Date: 03/05/2023
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:01/19/2023
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.
Booked a flight for 1-19-23 for $175 for 2 tickets.On ****, called to inquire about changing flight to ****. Price was too expensive (about $500) declined changes, and left a negative review at the end of the call with Spirit.Woke up the next day to find a Cancellation email that I did not request, and had been requested online while i was asleep (about 5 hours after the call). Called company again in the morning, and they said my $175 was "eaten up" by the cancellatiom fees, and if I would like to get back on the flight (same flight) they would require an additional $500.So now, I am stranded in ***********, and have to buy a ticket home (which i will buy from a different airline) as well as another day of hotel rental and car rental. I would like to be reimbursed for the whole difference.
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.

Itinerary changes are subject to a per guest service charge, plus any difference in airfare for the alternate requested date(s) or flight(s), and any difference in government taxes and fees.

I have reviewed your reservation WKL64A and I do see your reservation was canceled via the web. As we are a web-based, Guest-driven airline, Guests are ultimately responsible for the reservations and transactions they have made on the website.

While we are unable to honor your request for a refund of your flight, I see you were issued a reservation 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: WKL64A
Amount: $174.56
Expiration date: April 30, 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: 02/23/2023

Complaint: 18837637

I am rejecting this response because: While I understand that your records indicate that the cancellation request was initiated from the web, I assure you that I did not cancel the ticket. What I am alleging happened, is that the disgruntled Spirit representative, about whom I left a complaint, cancelled my tickets from the web, so that it would appear that I initiated the request. This left me without a flight home, which I had paid for. One way that we could resolve this once and for all, is for your IT Department to trace the location from which the request was initiated. From there, it will be clear to all parties whether I requested the cancellation, or if it was a Spirit Rep.
Additionally, this cancellation error cost me an additional $492 in new tickets on top of the $175 that I initially spent on the tickets with Spirit. If the offer of the $175 Spirit Credit had been made to me before missing my flight home, and if Spirit would have matched the price, effectively putting be back on the flight that I was supposed to be on, that would have made me whole again. However, when I Called Spirit **************** the morning of the flight, four hours before the flight was supposed to leave, and having spent that entire four hours speaking with customer service over the phone, I was told that there was nothing that could be done, and that the new tickets were around $500. I am able to provide screenshots of the chat, if that would be helpful.
Finally, for the sake of having all available and pertinent information in one place, I will restate that, having sent an "Intent to File Suit" letter marked for February 6th, I will be filing the suit on March 8th if we are still unable to reach a resolution. To save us time, please know that, due to the experience that I have had, I cannot accept Spirit Credit as a resolution.

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: 02/24/2023

Complaint: 18837637

I am rejecting this response because: The proposed offer is unsatisfactory. Spirit Credit would have been a great offer to get when I needed my flight reinstated, but now that it is far too late for that, I won't be using your company again. Any resolution that I would find acceptable would have to be USD.

Sincerely,

*************************
Initial Complaint
Date:01/18/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Spirit Airlines has messed up 2 of my reservations. 1 due to a website glitch and 1 due to a flight cancellation where they did not provide any flight alternatives. One of my vouchers has a year expiration ($50 value) and my other voucher worth $168 only had 60 days for expiration. They did extend this voucher for another month or two but this is not enough time for me to be traveling again due to my job in healthcare. I am so tired of big business walking all over "average" Americans and STEALING money from us. They will not answer my questions on why one of my vouchers has a year before expiration and why one expires so much sooner. I want ******* to make this right. A **** BILLION dollar company cannot grant ******* more time to use a $168 voucher? Some of us do not travel frequently. And some if us have jobs that don't allow it. All I am asking is for my $168 back from these BILLIONAIRES or to extend my voucher for the total time of a year. Absolutely ridiculous-- THIEVES!
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.

At this time 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. We currently have flights in our system until August 8, 2023.

Upon reviewing your reservation A9JF4L, I see your credit was extended for another 90 days. 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: A9JF4L
Amount: $168.51
Expiration date: April 30, 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:01/18/2023
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 given a voucher for future travel due to a poor customer service interaction. I try and use the voucher and it will not allow me. It says there are restrictions. I called customer service and was told I could not use the voucher online or on the app only through their customer service and the flight was four times what it is on the app.
Business Response
Date: 02/09/2023
Hi ******,

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

I'm so sorry you are not pleased with terms of our vouchers.

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: 02/12/2023

Complaint: 18831908

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:01/18/2023
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 paid for 8 flights and was not able to search them on the website. I called the customer service line and got little to no assistance. I have the deductions showing from my bank account but no email confirmation email received and it has been 24 hours. I am very disappointed in the service spirit gives out, all customer service reps are either rude or have little to no knowledge of what to do. I need a answer and immediate resolution, I have spent to much money to get such poor service. I would like someone from corporate office to contact me.
Business Response
Date: 02/09/2023
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.

A copy of your reservation was forwarded to the email address used during the reservation process. We have your email on file as ************************ You can access your flight itinerary online at any time by visiting www.spirit.com. Just click the My Trips tab and then enter your last name along with the confirmation code XMVJJK.

You can also click the link below for step by step instructions on how to obtain your receipt/itinerary:
****************************************************************************

*********'s confirmation email was sent to *********************** and her confirmation code is QF4R7P.
Initial Complaint
Date:01/17/2023
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.
4 of us were scheduled on spirit airlines flight nk1777 on jan 17th 8:25pm. Approx 7pm we received a text from spirit that the flight was delayed until 11:43pm. Our plane was here and given another route. We were told our new plane was delayed due to a medical emergency. Based on that we are entitled to nothing for the delay. Since there were no other flights to our destination we are stuck at the airport. As of this time, the flight status is not updated nor is flight aware which leaves me to believe the delay was never reported. I am a type 1 diabetic who needed to get home to my mom with parkinsons disease. This is unacceptable as we dont even know whats going on! I think the 4 of us deserve better than this! Compensation should have been given as the plane was at the gate on time. What is the rule? What can be done?
Business Response
Date: 02/09/2023
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 guest medical emergency. We do all that we can to prevent delays, but at times they're unavoidable as the safety of our guests and crew comes first.

We understand your travel plans were disrupted. Our station issued each of you a Future Travel Voucher (FTV) in the amount of $50.00. You should have received an e-mail containing this information but, just in case you didn't, I've provided it again below.

Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.

Guest name: ***********;******
Voucher code: 47422690352500001

Amount: $50.00
Expiration date: May 06, 2023

Guest name: ***********;******
Voucher code: 47422686177100001
Amount: $50.00
Expiration date: May 06, 2023

Guest name: AILEEN ********
Voucher code: 47422702883400001
Amount: $50.00
Expiration date: May 06, 2023

Guest name: *********;********
Voucher code: 47422710577100001
Amount: $50.00
Expiration date: May 06, 2023

For information on how to redeem your voucher, click here.
Customer Answer
Date: 02/09/2023

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.
Although i accept, 2 of us lost a days pay since we didnt arrive to our home destination until 4am.

Sincerely,

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

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Spirit Airlines is NOT a BBB Accredited Business.