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:01/17/2023

  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 to purchase two last minute tickets for a family emergency on Jan 16, 2023.At the time of booking the tickets, none of the standard seats seemed to be available, so I thought that maybe the plane was full, and I agreed to pay $98 extra for two non-standard seats. When we came to the airport, at the check-in counter, I was told that the flight was not full and at the gate I could change my seat selections to standard seats and get a refund for $98. We then checked-in our luggages and proceeded to the gate. At the gate, the agent changed our seats to standard seats (8E and8F), and told us that we could get a refund by calling the customer service. I called the customer service and summarized everything. I was on the phone for about 40 minutes while waiting to board the flight at the gate. After 40 minutes of talking and being kept on hold for extended periods, I was told that they could not refund the $98 because now it was too late. I am writing this complaint during this flight where we are sitting at the seats 8E and 8F (standard seats that would not require extra payments). It is a BAD BUSINESS that at the time of the purchase of these tickets Spirit Airlines showed NONE of the standard seats available so I HAD TO choose the paid seats to be able to purchase the tickets. We are on our way to LA on this flight and the plane is more than half empty! Spirit Airlines is CHEATING the customers by FORCING them to pay for the seats by wrongfully showing all of the standard seats occupied. I want my $98 back, and I will never fly Spirit Airlines again.

  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 have reviewed your reservation and I see your flight from ***-*** had weight and balance issues. When a flight is empty the system will block seats from purchase to balance the aircraft. This was done for safety reasons and not to force our guest to pay for seats. 
  
  
  
  
  Your refund was processed in the amount of $98.00 back to your card ending in 5271. 

• Initial Complaint

  Date:01/16/2023

  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 01/16/2022 I had a flight confirmation #FJR4UQ to leave *** ******* at 9:10am to go to *****, I arrived to the gate at 8:53am. Your spirit workers advised me I could not board my flight even though other people were still boarding. They advised that they gave me and my friends seats away to standby flight attendants so theres no longer seats available for us. She was traveling with 4 younger children and I was traveling with my younger child. They advised the next flight that can accommodate us will be the next day at 5:30am. That is completely unacceptable being we were traveling with 5 young kids from the ages of 13 to 1 years old and had no vehicle and no where to stay since we already checked out of our hotel. We were forced to rent a rental car for $265, $100 worth a gas and tolls, and drive 9 hours back to ***** because Spirit believed flight attendants on standby were more important than paying customers. We also checked in for our flight the night before and was at the gate in time to board. The only thing spirit customer service did was refund me $53 and give me a meal voucher. That is not equivalent to the stress and headache your airline caused me. I am requesting compensation for this unjustifiable act. I need someone to provide me with flight credits for a future flight. This is not how your customers should be treated.

  Business Response

  Date: 02/09/2023

  Hi Angenoevano
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  All reservations and seat assignments are subject to cancellation without notice if the guest fails to make themselves available for boarding at the gate at least
  15 minutes prior to (original) scheduled departure time for domestic
  flights  even if the guest has already checked in for the flight at a location designated for check-in.
  
  
  
  Our records show you arrived at the gate at 9:03am for a 9:10 am departure at which time our seats were removed and you were rebooked for the next available flight the same day. 
  
  
  As a refund has already been processed for your flight, no additional compensation can be provided at this time. 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18822895
  
  I am rejecting this response because: I arrived to the counter at 8:50 not 9:03. My seats were already given away. Gates were not closed before I arrived. Take accountability for your poor workers actions and unethical work practices. 
  
  Sincerely,
  
  Angenoevano *****

  Business Response

  Date: 02/14/2023

  Hi Angenoevano

  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:01/16/2023

  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 ticket during Covid and the flight was cancelled, fine. I was provided a travel certificate and provided an expiration date. I then proceeded to book a reservation for a flight to *******, that flight was subsequently cancelled as well. The certificate/travel credit expired in 2022 and I called Spirit and requested an extension and was told I had to wait 7 days and I would get an email. I waited and no one replied. I called back and was told it would be extended until March 8, 2023. I tried to book a flight tonight with the credit and received a message it expired. I called and spoke to a rude representative that told me it was expired and there was nothing she could do because her computer told her no. I informed her of the conversation I had and what I was told, she hung up on me. I am furious, my money is not free and you should not be allowed to keep my money for two fights YOU cancelled, not me. The confirmation code was HMMLJB and it was for $155.15, I want the credit that was promised to me or a refund immediately. If a representative gave false information, that is not my problem. This needs to be fixed or I will file a formal lawsuit.

  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.
  
  
  I have gone ahead and issued a final credit extension. Please be advised if your credit does expire again, it can no longer be reinstated. 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: GJCGWN
  Amount: $160.18
  Expiration date: May 09, 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:01/16/2023

  Type:Sales and Advertising 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 booked flights from ********, ** to *******, ** on 11/26/22 for my family and I. We paid for the tickets, then upgraded our seats for $816 through CheapOAir. The first card we used was a MasterCard, we had recently moved so the card was declined because I entered our old address. I then paid with the debit card I used to pay for the main tickets. Total cost was about $1500. Today (1/16/23) I noticed on the Spirit app that it said we had an outstanding balance of $816. I checked our bank statement and saw that $816 had been taken out of our account. I called Spirit who said that all they had record of was a MasterCard payment that declined. I said I had proof that we paid and an email confirming payment. The rep said to use the chat feature on the website. After waiting almost an hour, I finally was connected to a representative who told me the same thing - only record was of a declined MasterCard. I then sent her bank statements and email receipts saying we had paid with a **** debit card. I contacted ********* who also confirmed our flights had been paid in full and did not show a balance on their end. Even after showing all of this documentation Spirit would not admit we had paid this money. After 5 hours of back and forth we decided we just wanted a refund which apparently we also cannot get because they said they do not have the $816 we paid.

  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 have reviewed your reservation YDJ8QY and I do see your initial payment of $816.00 was declined due to the incorrect billing address, however, the second payment made on 01/27/2023 with your card ending in ****, was successfully processed. 
  
  
  I have reversed the cancelation fees and issued your remaining credit. This Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated.
  
  You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.
  
  The information to your credit is below.
  
  Reservation Code: YDJ8QY
  Amount: $379.92
  Expiration date: May 08, 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:01/16/2023

  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.

  Me and my friend (***************************) had a flight to ******** on 12/24/2022 from *** (confirmation #:RH85QZ). While trying to check in, the staff asked us to fill in a required immigration form to enter ********. I searched the website on my phone and showed him the website and he told me that I had the correct website. As I was filling out the form, the website needed my credit card information which was quite odd as government immigration websites never do that. but I was so stressed out that I was going to miss my flight so I carried on with it (both me and my friend). After submitting it, we did not get a confirmation; However, the staff mentioned it is instant. We then asked them to at least give us a boarding pass to ******* (where we had connection) and if the confirmation was not received then, we wont board the flight to ********. They said no this and we missed our flight. As I was searching for another flight (and the staff were not helpful), I realized the website the staff confirmed to be correct, was not a government related website (as it ended not .com and not .gov). This was the scam website (*****************************************************************************************************************************************). The right website was (*************************************************************************). I got an entry confirmation entry free of charge for the second flight I booked. So I realized the staff gave me the wrong information. I went to my friend's home that night and came to the airport the night after to board a second flight we just purchased. This total experience cost us $2781.47 for which I demand the airline to compensate us (740$ spirit flight, $158 spirit carry on charges, $163 scam third party website, $30.47 Uber ride home (as we missed our flight), and $1621 second last minute tickets to ********. I have attached all the information and would be happy to provide more at your request. I appreciate your help.

  Business Response

  Date: 02/08/2023

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  All  guest shall comply with all laws, regulations, orders, demands, or travel
  requirements (including but not limited to passports, visas, and health/immunization requirements) of countries to be flown from, into, or over, and with all rules, regulations, and instructions of Spirit.
  
  
  Spirit shall not be liable for any aid or information given by any agent or employee of Spirit to any guest in connection with obtaining necessary documents or complying with such laws, regulations, orders, demands, requirements, or instructions, whether given orally, in writing, or otherwise, or any expenses incurred due to the guest's failure to comply with this
  provision.
  
  
  
  I have, however, issued a refund in the amount of $828.56 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 
  
  
  
  Please let me know if you would like to cancel your *********** membership as well. 

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

• Initial Complaint

  Date:01/16/2023

  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 paid 816 dollars to upgrade the seats. The third party confirmed this transaction. The bank statement shows the money taken out. The reserved seats confirms the transaction. Spirit airlines says there is still an outstanding balance for the 816 dollars. Multiple attempts were made with screen shots showing this. Spirit refuses to accept that the issue is with their system

  Business Response

  Date: 02/08/2023

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I have reviewed your reservation YDJ8QY and I do see your initial payment of $816.00 was declined due to the incorrect billing address. 
  
  
  The $816.00 payment made with your card ending in **** however, was successfully processed. 
  
  
  I have reversed the cancelation fees and issued your remaining credit. This Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated.
  
  
  You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.
  
  
  The information to your credit is below.
  
  
  Reservation Code: YDJ8QY
  Amount: $379.92
  Expiration date: May 08, 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:01/16/2023

  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.

  Flight cancelled NK688 dec 26 2022. Confirmation code for credit not working. Business not taking calls. Online chat charging me extra $52.18, while online price was cheaper.

  Business Response

  Date: 02/08/2023

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  We offer several options to buy your tickets with us. The fastest and easiest option is to buy tickets online at Spirit.com. You may also call our Reservations Team at ************ however, there is a charge of $25.00 for this service.
  
  
  
  I'm happy to see you were able to use your credit to book a new flight and completed travel. 

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

• Initial Complaint

  Date:01/16/2023

  Type:Billing 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.

  This is the result of Spirit Airlines booking flights, requesting payment or flight credit to be used for payment. Flights are then canceled. This has happened three times, last being in December of 2022. I was told expiration date would be extended. Now I am told the flight credit has expired because it was not used in time. I have spent hours on the phone with them, received many promises, and not happens. The flight credit involved is for $301.18 ( expired on 12/19/2022 because it was not used on a 12/4/2022 flight. It was not used because the flight was canceled.) I also have a $50.00 credit due to expire on 3/04/2023.

  Business Response

  Date: 02/08/2023

  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. Please be advised all 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. 
  
  
  
  I'm happy to see you were able to use your credit to book a new flight and have completes travel. 

  Customer Answer

  Date: 02/10/2023

   
  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:01/16/2023

  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.

  My bag is sitting in ******* ******* in baggage clain waiting to be put on the plane. Ive yet to receive an update. My bag is not lost. My sister found the bag brfore going to her flight. The attendee stated it would be plut on the plane 1/15/2023 @ 1pm. But Ive yet to obtain this information about my bag. Ive called everyday for the past three days with still nobody is able to give me any information. This is beyond unacceptable. I NEED SOMEBODY TO CALL ME IMMEDIATELY AS WELL AS PUT MY BACK ON A PLANE TODAY.Everytime I have contacted the customer service although they were nice and professional I received no updates on my bag. If my sister did not actually go to the baggage claim herself they would have led me to believe my baggage is lost and unable to be located. The baggage claim process is unorganized as I person can only obtsin updated information from the airport inwhich the baggage was left. The centrsl baggage claim service center can not tell this person anymore information nor can tell directly fix the situation. The message I am given jusy wait, hiwvete nobody has contacted me about this situation at all. If I wasnt the one seeking out information just taking information at face value. NOTHING WOULD HAVE BEEN DONE.One customer service representative stated I need to make a complaint as somebody has dropped the ball. But I believe this is not my responsibility to let a company know when their practices are unacceptable they need to do something internally without a customer having to place a public complaint. The outcome I am hoping to obtain is a.refund and for my baggage to be recovered and placed on a plane to my final destination.

  Business Response

  Date: 02/08/2023

  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.
  
  
  Can you tell me if you have received your bag?
  
  
  I have gone ahead and issued a refund in the amount of $52.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

• Initial Complaint

  Date:01/16/2023

  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.

  Dear ***/*****,I am writing in regards to Confirmation Code: NGZ4WP. Just hours before my flight Spirit sent an email looking for volunteers to change their flight. A little while later, I received an email indicating that my flight has been cancelled. Due to Spirit's cancellation, I had to book a different flight that was significantly more expensive . I never received a refund for the cancelled flight and I am extremely disappointed with Spirit's unethical and unpatriotic service. It seems that Spirit cares more about profits, than ethical business practices and customer service.Please let me know how this issue will be resolved.Sincerely,********************* ************

  Business Response

  Date: 02/08/2023

  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 in the amount of $$82.89 back to your card ending in ****. Refunds are processed immediately on our end but may take a few days to post to your account.
  
  
  
  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.