Complaints

This profile includes complaints for Spirit Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  1 Harborside Dr Boston, MA 02128

• 

  Spirit Airlines

  114 N. Raliegh Avenue Atlantic City, NJ 08401

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:01/17/2023

  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,
  
  *****************************

• Initial Complaint

  Date:01/17/2023

  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.

  Oct 23,2022 we were to catch flights from ********* to *****. I paid 99 dollars per person which resulted to 297 for 3 ppl to have the flights changed. The flights were cancelled with a projected return date on Oct 25,2022. My luggage was lost and somehow arrived to *****. Myself my daughter and a friend were put on a plane that took ** to ******* where i had to rent a car to get to ***** to retrieve my luggage that also had my daughter ******* in there. I was refunded no money but offered a 50 dollar credit no apology no way to fix that for my daughters 9 th birthday we slept in ********* airport

  Business Response

  Date: 02/09/2023

  Hi JaQuesia, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  
  I'm truly sorry that you missed your connection. Our records show that your outbound flight crew was delayed due to weather/Air Traffic Control, which is outside of Spirits control.
  
  
  The crew that was scheduled to support your flight from LAS-*** was unable to do so due to weather conditions along their travel route. These weather delays rendered your crew legally unable to complete the remaining flights on their schedule. Per *** regulations, all crew requires a rest time of 8 hours uninterrupted. As such, this delay was mandated by the *** and was regrettably outside of our control.
  
  
  While Im unable to issue compensation for your out of pocket expenses. I can ********** your vouchers for you. Please let me know if you would like your vouchers reinstated. 

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a flight that I was checked into I and everyone else at the gate were not told that the flight was over booked I picked this flight because I had a wedding at 630 in the evening and had plenty of time to make it when they filled the plane they told the last ***** people waiting that they will be booked on a later flight tonight or tomorrow As this did not work for me as they didnt even want to talk to me or help this is typical of this airline and there is no one to talk to just take buy the flight and hope

  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.
  
  
  Im so sorry to see that your flight NK-**** was affected by a downgrade. Although rare, sometimes we must make difficult decisions in order to best utilize our resources. Rest assured; we will we continue to do all that we can to prevent this from happening.
  
  
  
  In these cases, are last to check in are offered alternate accommodations. If this is not feasible, a refund of the affected segment of the trip is offered. 
  
  
  
  As requested a refund was processed for your flight and your points were refunded back into your account as well. 

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On our way back from a trip to ********, our connecting flight from *** to *** on 1/4 was canceled for reasons still unknown to us. After waiting for hours at the in-person customer service line, we gave up around midnight and found a hotel near the airport to get some rest at. The next day, after HOURS on hold via phone, and being disconnected several times, we were finally able to be confirmed for the soonest possible flight to CLE on 1/7. This left us unexpectedly stranded in ******* for 3 nights, burdened with unbudgeted hotel and meal costs (ignoring all opportunity costs of additional days away from work and from our family).We were told to file a complaint to see IF Spirit would be willing to cover some of these ************ costs. After filing on 1/8 (Support number CAS-*******-G5W0R3), wait times for a representative to get to our complaint was quoted as 30 days, which to me as a consumer is not acceptable amount of time to see IF I will be refunded. I believe we are owed speedier response times, and very much hope to be refunded for incremental costs related to being stranded by our canceled connecting flight.

  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 am so sorry that your flight was canceled due to weather/Air Traffic Control. We do all that we can to leave on time, but the safety of our guests and crew will always come first. Air Traffic Control (ATC) ensures the safe operation of all aircrafts flying at any given time. When there is inclement weather, ATC makes sure that there is enough safe space between aircrafts. Delays and cancellations may occur due to the limited airspace during times like these.
   
  When this happens, we can re-book you on the next available Spirit flight or we can issue a refund of the unused portion of your itinerary. As requested, you were rebooked for the next available flight with open seats. 
  
  
  
  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: 02/09/2023

   
  Complaint: 18824675
  
  I am rejecting this response because:

  1) 4 days/3 nights is an unacceptable delay for the next available flight without some help with expenses of being stranded

  2) We asked to be booked on any earlier flights NEAR our destination (there was an earlier flight to ********** where we could have then just rented a car to drive to CLE) and that was "out of policy", but could have gotten us back faster and cheaper

  3) Ultimately, 30 days is an unacceptable amount of time to get back to a customer complaint.  I actually feel that I only got a response back because I filed through BBB, because this came at the same time as my emailed response. I have trip insurance I was hoping to file and needed a response back from a Spirit complain to start that process, so this lag has been been a major blocker to us being able to explore a refund through that option.  
   
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/19/2023

  Hi ******, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  
  I'm terribly sorry for the delayed response. Rest assured we're working very diligently to resolve all of your concerns in the order in which they were received.
  
  
  
  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.

• Initial Complaint

  Date:01/17/2023

  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.

  Many airlines were delaying and cancelling flights all at once. My Frontier airline was cancelled, I immediately saw a Spirit Flight for $165 dollars. I checked again and same price, went through really quickly and checked out. Within one minute of purchasing and adding the flight to my Spirit App and Checked In (because the flight was the next morning), it immediately dropped to $41 dollars along with many other flights they just added. Within 1 minute it literally went from $165 to $41 dollars. I called Spirit immediately and after 45minutes they told me they have a rule if I cancel the same day, I am assessed a 100 dollar fee. I felt like I was bait and switched, I was told to contact social media. I have been corresponding with Spirit for 2 weeks and they apologize and say they are looking into it and don't answer back for 3-4 days at a time asking for more time. I have one snippet of the same flight showing 41 dollars minutes later if needed and my conversation with ******** I fly often, I understand prices change, this was not that. It was taking advantage of others where flights were canceled and then changing the price a minute after purchase.I tried my best and spent an hour on the phone the minute after I purchased the ticket. I can provide documents from ******* conversation, 2+ weeks and they apologized and gave 500 bonus points (roughly 5 dollars worth of credit). I am attaching the screenshot I took right after I booked the flight showing all Spirit Flights from *** to *** for 41 dollars, I also attached the "info" part from my phone which shows the timestamp. 1) Attached two pictures of the screenshot on my phone of the prices all showing 41 dollars and the iphone info to show the timestamp of this. To show it was literally seconds after I booked they showed that.Adding the new policy of 100 dollars to "cancel" their flight within 24 hours makes 0 sense being I bought them and a minute later it changed.

  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.
  
  
  Spirit offers a huge variety of prices on our seats, we strive to offer ultra-low fares and we often have many promotional and or deeply discounted fares. These fares will have limited seating and restrictions may apply to that flight. As with all other airlines, Spirit Airlines' prices may change throughout the day. Airfares are subject to change and several factors influence pricing.
  
  
  With that being said, we're unable to offer the difference if a lower fare becomes available. Its the same concept as if the price were to increase after youve purchased a ticket, we will not charge you the difference. 

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18824042
  
  I am rejecting this response because the airlines were all cancelling and changing flights. I purchased this ticket and within 1 minute afterwards the price dropped dramatically. I called asap to speak with Spirit and was rerouted for an hour as well as chat followed by social media. These tactics are extremely harmful to your customers and the fact that you can change your price 3x lower or higher within minutes of booking is extremely unfair and the prices flucuate and puts pressure on the buyer to book asap before you raise the pirce x3 within minutes for no reason, it is more volatile than cryptocurrency.
  
  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: 18824042
  
  I am rejecting this response because: see prior
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday January 16th,on or around 3:58/4p (the flight was late with no announcement) I was told that my bag was ok to carry on and I could put the bag under my seat. The agent at the gate which started with Gate 12 at that time from ***** to ***. The gate changed and we had to move to Gate ********************************************************************************************* the sizer machine to make sure that my bag was ok to go on as a personal bag. As I go to put my bag into the bag measuring machine, there was garbage in the machine I told the agent that there was garbage in the machine and I was not touching it and the agent said she was not touching it either and if I wanted to get on the plane I would have to pay $99 or miss my flight. I had no choice but to pay. I would like a full refund. This behavior is unacceptable

  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.
  
  
  
  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. 
  
  
  
  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.

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18823648
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/17/2023

  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.

  December 16, 2022 dead of sister -viewing that day and the next day early am - on the way to SJ airport emailed received flight delayed to 7:30 pm then another delayed to 10:30 pm minutes later flight cancelled. No reason given meanwhile I paid an Uber to get to the airport I also rent an Airbnb in BelleviillevNj for the 16 thru the ***************************************************************************************************************** assisted to her last funeral viewingComplain gave to airline they offer $50 for damages causes but this amount is not even close to the sentimental damages caused to me and the money spent on go and come back to my town on the cancelled day ( 16th) also Airbnb to be day lost .since it was rented starting the 26). I believe they should be more responsible for their failures and the offer amount is not acceptable for all inconveniences occurred on that day. Please help me to resolve this problem I believe I should get a better indentnization from them due to no reason was given when it happened and we were already like 5 minutes from the **********. Thanks for your cooperation ************************ Flight from sJ to ************** from Dec 16 to the 19 2022

  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 am so sorry that your flight was canceled due to weather/Air Traffic Control. We do all that we can to leave on time, but the safety of our guests and crew will always come first. Air Traffic Control (ATC) ensures the safe operation of all aircrafts flying at any given time. When there is inclement weather, ATC makes sure that there is enough safe space between aircrafts. Delays and cancellations may occur due to the limited airspace during times like these.
   
  When this happens, we can re-book you on the next available Spirit flight or we can issue a refund of the unused portion of your itinerary. As requested, you were rebooked to the next available flight. 
  
  
  
  When it comes to a flight cancellation caused by severe weather, Air Traffic Control decisions or other issues outside of Spirits control, we dont offer reimbursement for the other airline or hotel accommodation for such events, since they are out of our hands. When these situations occur, the options are re-accommodation on the next available Spirit flight or if this option is unsatisfactory, a refund of the affected flight is issued. 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18823514
  
  I am rejecting this response because:   They never told the passengers the reason why was cancelled and without enought time to avoid to paid for an Uber or to cancel one night of the Airbnb house, also due to the cancellation I could not assisted to my desease sister viewing that night or funeral next day. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/19/2023

  HI ********, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  When we have enough advance notice of a decision to cancel a flight, efforts are made to e-mail and/or call our customers. We apologize that the timing was not sufficient in this instance

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18823514
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/17/2023

  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 airline ticket on December 15,2022 through one of the spirit airline website partners, the purchase price of the ticket was one hundred & Sixty five dollar with tax and insurance the ticket was $229 , however , I was informed by the Agent , if I was unable to fly on the scheduled date , I would be able to use my ticket at a later date ., however , when i spoke with the second Agent he informed me that I would only get a $20.00 credit , I think that is inefficient , I purchased the insurance to avoid problem like this, so i can used the ticket at a later time if needed.

  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.
  
  
  Your reservation reflects that you did not check-in for your flight on 01/13/2023. 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.
  
  
  Additionally, as this reservation was booked through a third party, majority of your flight price is in third party fees that we cannot reverse. 

• Initial Complaint

  Date:01/17/2023

  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.

  As my boyfriend and I approached the counter to board flight NK1679 tonight (1/16/22 ********* to *******), the Spirit employee told myself and my boyfriend that we needed to step aside and speak with another Spirit employee. So we went to the other employee and she proceeded to tell me that I was too intoxicated to board the flight because she claimed to be able to smell alcohol on me. This is completely asinine because I cannot drink alcohol excessively due to medication that I am on due to my autoimmune disorder (lichen plantus). I calmly informed the agent that she was mistaken, and she must have smelled whatever she thought she smelled on another passenger. The Spirit employee proceeded to tell me that I was a danger to other passengers, which is why she would not allow me on the flight. I had done absolutely nothing to indicate anything of the sort, which is why this unsubstantiated claim was completely discriminatory. The Spirit employee then told me that she was banning me from ever flying Spirit Airlines again! When the police officers arrived, they were very kind and understanding and advised us to get on a United flight because Spirit employees commonly discriminate against random passengers on full flights in ********* to book standby employees. I have a recording of this incident, to prove my innocence. My boyfriend and I were traveling with his soccer team, who had competed in the ********* King *** (played two games today before heading to the airport). The only characteristic that made me standout was the Lichen Plantus sores that I have on my face, and that I cover with bandages. For Spirit airlines employees to target me as a victim of their wrath and discrimination, is completely humiliating and mortifying. The fact that their employees have the power to randomly accuse a customer of intoxication (with no physical or behavioral issues indicating intoxication) is an act of injustice.

  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 that your recent experience with us was not pleasant. I want to research this matter for you, so Ive gone ahead and requested a station report. 
  
  
  
  Once the reports are gathered, Ill be in touch with you. The investigation may take some time to complete, so I thank you in advance for bearing with me through this process.

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/17/23 I was in the process of booking a flight with spirit airlines out of ********* to ******* I had a spirit reservation credit for $126 I wanted to use but the code wasnt working I contacted spirit via the text chat option the employee was trying to walk me thru the process told me when I get to the screen to enter your card information the option would appear to put my reservation credit in. I put in my card information didnt see it. so Im thinking itll take me to the screen it charged me. What she didnt tell me is it didnt show up in the spirit iPhone app! Only desktop! It charged me $198.00 I asked for a refund so I can purchase my ticket with my credit. She told me NO because it is less than 7 days after she knows what the entire discussion was about. I was so distraught like this is robbery thievery. I asked to chat with a manager but just ended up waiting all night this is how they do their customers never again. My Night was ruined

  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.
  
  
  For future travel, reservation Credits can be redeemed on Spirit.com. At this time, our Spirit App does not support Reservation Credit bookings.  
  
  
  
  I have provided a link below for instructions on how to use your credit: 
  
  
  
  ******************************************************************************************************************************
  
  
  As a one time courtesy, I have applied your credit to your CLE-*** flight and issued a refund in the amount of $126.90 back to your card ending in 9785. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

  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.
  
  Sincerely,
  
  *********************