Business Profile

Airlines

Spirit Airlines

Headquarters

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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:10/18/2022
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.
To Whom It May ******** On Saturday, October 15th, I booked two reservations to fly to ********* in December for my upcoming birthday celebration. During the process, I selected the baggage bundle that included both a checked bag option and, for an extra $5, a carryon bag option. I tried repeatedly to click on both options but the system only allowed me to select one. During this process, I contacted the Spirit ************* representative who told me that she could not see the option on her side. She suggested that since I am doing this online to refresh my computer because sometimes the system needs to update information. I tried this, but to no avail. Let me add that when I clicked on the carry-on option, it removed my checked baggage option while increasing the price that was more than the price for the checked bag. I again called ************* and this time they suggested that I complete the transaction and then they can add the carry-on option at the discounted price offered. I completed the transaction but when I went back to the representative, she had hung up. Of course, I was pretty frustrated at this point. The next time I contacted Spirit was through email on Monday, October 17th. The representative went back and forth with me, then stated that I should call the reservations number. When I requested a supervisor, I was told that the wait time would be another 15 to 20 minutes. As I am waiting, the complaint page disappears and it went back to the home page. Now I'm back to square one. I can't even get a copy of the transcript stating what had transpired. What is going on here? Therefore, I am requesting that I be allowed to purchase the carryon baggage option for both my sister and myself at the price option of $5 each way which should total an additional $20.00. Thanking you in advance for your assistance on this matter. *************************** **************
Business Response
Date: 10/31/2022
Hi ******,

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

I have reviewed the attachment you provided and it looks like you were only able to choose one (a checked bag or for $5.00 more, a carry-on) and not both.

As a courtesy, I have added a carry-on bag for both legs of your upcoming December flight.
Customer Answer
Date: 11/03/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Customer Answer
Date: 12/29/2022

Complaint: 18240586

My sister and I purchased tickets to travel to ********* on December 14, 2022 (rsvp. #KDEF4S). Unfortunately, we had a family emergency and had to cancel our trip. I contacted a Spirit rep on December 10 and was told that they needed a letter from my sister's doctor in order to get a full refund on my credit card, which I promptly provided. I was also given a customer support #***************}. Since that time, I have been unable to reach anyone regarding the status of my request. Please advise as I need to have my money refunded as soon as possible. Thank you. Sincerely, *************************** **************

Sincerely,

***************************
Business Response
Date: 01/05/2023
Hi ******,

Thank you so much for contacting Spirit Support. 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.

Im sorry to hear about the medical emergency that prevented you from boarding your original flight.

I have gone ahead and issued your remaining 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: KDEF4S
Amount: $289.96
Expiration date: April 04, 2023

Reservation Code: KDEF4S
Amount: $484.40
Expiration date: March 12, 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: 01/09/2023

Complaint: 18240586

I am rejecting this response because:
My sister and I were unable to make our flights because of a medical emergency. We submitted the doctor's ****** confirming the health issue which was submitted to Spirit in order to get my refund credited back to my account. Right now, my sister is still under a doctor's care and will be for the next couple of months. Spirit's response to me was to issue a credit for future travel with them. Plus, they gave me a certain amount of time to book future travel with them before this credit will expire. I am not in agreement with this and need my money issued back to me immediately. Presently, I'm unemployed and need to be careful with my budget. Why did they ask me to submit a doctor's ****** to get a full refund and then renege on their offer? Please advise. Thank you.

Sincerely,

***************************
Initial Complaint
Date:10/18/2022
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.
07/18/2022 - $960.8 Confirmation code : pw927b 08/02/2022 -$1227.8 Confirmation code: Gwfeqb Both flights were called and cancelled with spirit airlines over the phone the same days of purchase i soon realized spirit airlines did not cancel the reservation months later because I was out of the country and my connections was poor I didn't think much of not receiving a cancellation confirmation wasn't till a few months later I'm find out I'm being charged again for these transactions as the provisional credits that was given were taken back and when I tried to to dispute the transactions between my bank I was told it was out of their hands and to speak with spirit airlines when I spoke to spirit airlines it was as if I was talking to a wall with the "supervisor" ******* said there was nothing she could do and that I would have to wait with no indications of what would happen after the dispute closed.
Business Response
Date: 10/31/2022
Hi *****,

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

All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure.

I have reviewed your reservation and I do see you called in on July 31st to cancel your reservation, however, when you were advised you would receive a credit and not a refund as your flight was not booked 7 days in advance, you hung up the call and no changes were made on your reservation.

I see you have disputed the charges on your reservation PW927B. Since a dispute has been filed, we are unable to make any changes as your bank has opened an investigation into these charges. Please allow your bank to complete its investigation. **** disputes take 30 business days to clear.
Initial Complaint
Date:10/18/2022
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 booked a flight using Travelocity.com on 9/16/2022 for x3 passengers. After, I received emails from the company offering to sell me bags & seat choices. Yesterday, I clicked the link from an email message & completed a transaction for x3 carry on bags (total of $177) at 2:37 PM CST. After completing that transaction, I decided to go ahead & purchase seat assignments as well. I had to select multiple seats for each passenger, since the flight had a layover. There were separate prices for each "leg" of the flight, which was very confusing as to 1. why I would be charged multiple times for a seat & 2. why the prices were different for the same seat; but ultimately I completed the transaction. When checking my bank transactions, I realized that I was charged $315 for the second transaction. It did not make sense to me why it was so much money when I had already purchased my bags. I contacted a Spirit representative named Neriza via Spirit's chat system today to verify how much the seats were for each leg of the trip & why it I was charged an additional $315. They advised me it was $21/seat for the first "leg" of the trip, plus $31 for the second "leg" (total $52/person x3 passengers = $156). They explained that $156 was for the seats & $159 was also charged for baggage. I explained that I had already purchased baggage for $177 during the 1st transaction. They said during the 2nd transaction I was charged an additional $53 x3 bags. I explained that I only needed x3 carry on bags & that there must have been an error. I asked for a refund of the $159. They said they would not refund me. I asked to speak to a supervisor, but they initially declined. Eventually, a supervisor named *** supposedly joined the chat. I explained & requested a refund, but was told they have "24 hours policy" & since I booked flight on 9/16/22 it was too late. I explained baggage purchase was <24 hours prior. That did not matter to ***. Case #CAS-707218-K4Z8M9.
Business Response
Date: 10/31/2022
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 do see checked bags were added when you purchased seats. Although our optional services are non-refundable, as a courtesy, I have gone ahead and issued a refund in the amount of $159.00 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:10/18/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased flights on Spirit via a third party for a flight scheduled for April 17th. Unfortunately, I had to cancel the flights and trip due to my Father's passing on April 15th. I was provided a portion of the total spend as a credit $617.36. I had extended the credit on July 15th in hopes that there would be a future flight available to book and use the credit by Oct 15th, there was not. I spoke to Spirit rep ******* on Oct 15th and he said he would submit for another extension as he didn't see one in the system. I told him that I extended once in July and he didn't see it. I suggested I book a flight and cancel it to renew/extend the credit, ******* mentioned that I would pay penalties to cancel, etc. and he would submit the paper work to extend. It turns out that no more extensions can be granted and I lost the entire credit amount, $617.36. I'm extremely upset by what I was told by the **** ******* on Oct 15th and the biggest frustration is that the travel plans I was going to use the credit for, flights are even posted on the Spirit website out that far, into May 2023. So I could not even physically use the credit for upcoming travel plans due to no flights being posted/available for the week of May 14 - 20th. I communicated these May dates to multiple reps and they kept telling me to check back. At this point, I lost a $617 credit because there are no flights available to book. I understand policy but I should not have lost this credit because they did not have any flights to apply the credit against and was provided no others options to use my credit. Extremely frustrating. I was being told completely different messages from different reps. I want my credit restored so I can book a future flight.
Business Response
Date: 10/30/2022
Hi *****,

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

I have gone ahead and issued a final credit extension, please be advised if your credit does expire again we will no longer be able to reinstate it.

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: ELKTRH
Amount: $617.36
Expiration date: January 26, 2023

Dont forget to read the terms and conditions provided in the link:

https://******************************************/hc/en-us/articles/202097966-How-do-I-find-and-redeem-my-reservation-credit-
Customer Answer
Date: 10/31/2022

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:10/17/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 15, 2022, I flew out of Saint ************* to *********. When I tried to pick up my luggage, it wasnt there. I spoke to the Spirit baggage claim representative and they informed me the luggage was scanned and placed on the carousel. I waited around for at least an hour to see if the bag appeared. It did not. I came back the following day to see if they found it. They did not. The attendant emailed *********** to see if it was there with no response. I continued to follow up on the missing bag on their website. They asked me to upload receipts and that they would search their facilities. A month later, I did not hear a response and asked how long it would take them to resolve the matter. They told me Spirit is not responsible for damages or loss. Spirit needs to return my luggage or reimburse me for the items they lost. This is the claim number, LASNK27948649.
Customer Answer
Date: 10/17/2022
Ive attached the original claim and list of items lost or stolen.
Business Response
Date: 10/30/2022
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.

While I am unable to overturn the decisions made by our Central Baggage Team, I have issued a refund of your checked bag.

I have gone ahead and issued a refund in the amount of $48.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.

I have also issued a Future Travel Voucher you can use towards your next flight.
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: 45997481071100001

Amount: $50.00
Expiration date: January 26, 2023

For information on how to redeem your voucher, click here.
Initial Complaint
Date:10/17/2022
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.
Flight Date: 09/27/2022 Flight Itinerary: ******* to *********/ Flight 707 I was onboard this flight when my bag that contained my food, passport, cell phone & charging station was taken from under my seat (presuming it was left after the previous flight, and AFTER the airplane had been cleaned). Without doing an onboard announcement, it was taken from the flight & left in *******. When I arrived in *********, my brother was trying to call me to see where I was, someone answered the call saying I had left it on the flight. I am a disabled, middle-aged female, traveling alone. My medical history, financial record, and family contacts are on my phone. Upon my daughter's arrival back in *******, she went to **************** & attempted to retrieve my phone, but they then couldn't locate it. Instead relating to her that I could buy a new phone & be reimbursed. I live on Social Security, I don't have the money to buy a NEW phone & replace all that has been TAKEN from me by this airline. The attendants were too busy talking among themselves & being on their own phones to pay attention to customers boarding the flight. This could've been avoided if they had been doing their job. It is also VERY unprofessional. What if my flight hadn't been met & I needed to call an UBER? It was also extremely dangerous for me to be without communication if I had had a medical emergency. The airline has been VERY cavalier about the whole incident like it is no big deal. The value of the items I lost is approximately $1200.00. I went to ********* to finish up the remainder of my aunt's estate. The previous day, September 26th, my ***************** died within 12 hours of each other. So I was already on an emotional rollercoaster, so to have this happen when the family is trying to get in contact with me just added to my distress. This is the MOST unprofessional airline I have EVER had the displeasure of flying.
Business Response
Date: 10/30/2022
Hi Sema,

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

I'm so sorry to hear what has happened. If you left your item onboard our aircraft or at a Spirit ticket counter or gate area, please click here for instructions and answers to frequently asked questions (FAQs).
Customer Answer
Date: 10/31/2022

Complaint: 18233628

I am rejecting this response because:
I didn't LEAVE anything on their aircraft, ticket counter or gate area. So your canned responses on the website don't apply. Understand, my property WAS removed from airplane I was ABOARD. If fact, my property was STOLEN. How do I KNOW this? Because my brother CALLED my phone, a Spirit Airline employee ANSWERED my phone, and then my PROPERTY was conveniently unable to be FOUND my the same airline.

Sincerely,

*************
Business Response
Date: 11/06/2022
Hi Sema,

We appreciate your continued correspondence through the Better Business Bureau.

Im so sorry for the trouble and frustration this incident has caused you.

Unfortunately, given the circumstances, our policies do not permit us to issue compensation for lost and found items as Spirit Airlines assumes no responsibility or liability for items lost in the airport terminal or on board our aircraft.
Initial Complaint
Date:10/17/2022
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.
On 9/28/22 my family was scheduled to fly from *********** ******* to ************** **. This was the day hurricane *** was starting to impact **. ***** and ******* airports had already cancelled flights, but ************** was last to cancel. We were booked on Spirit flight 454, leaving *********** at 132pm, arriving in ************* at 410pm. There was an approximate 2 hr layover, then we were to fly Southwest to ***. We would have been stranded in **************, as they did cancel all flights for that day. We rebooked on Southwest, flying from *********** to **************, then to ***. Our travel agent requested a refund due to extenuating circumstances (the hurricane), but Spirit has adamantly refused. They issued us a credit, but this will expire on 12/27/2022. In this economy, a vacation was truly a luxury and we cannot afford to travel again this year. And frankly, we have no desire to ever fly Spirit again. We did contact their customer service, but we were told the ticket is non-refundable even despite the pending weather circumstances. **************** inquire #************. ******************** reservation #WMUFQX
Business Response
Date: 10/30/2022
Hi *******,

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

All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure.

Please note that refunds are always an option for flights that have had to be cancelled by Spirit. If a guest chooses not to travel for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time.

As your flight ***-*** operated as scheduled and *** was your final destination on Spirit, we are unable to honor your request for a refund.

Please be advised our reservation credits are only valid for 90 days. You dont need to travel by the expiration date, you just need to book your travel by then.

If you are unable to use your credit prior to the expiation date, we will honor a one-time courtesy extension. Please reach back out to us no later than June 2023 for your extension.
Customer Answer
Date: 10/31/2022

Complaint: 18232780

I am rejecting this response because:
The response doesnt address the fact that the airline was willing to fly customers into an area about to be hit by a hurricane, knowing they would be stranded there for an unknown timeframe. Its very sad an airline refuses to acknowledge the potential danger they would be putting their customers in. There should be exceptions to policies, in extenuating circumstances such as these.

Sincerely,

*********************
Business Response
Date: 11/03/2022
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: 11/03/2022

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.
I will accept their credit extension through June 2023.

Sincerely,

*********************
Initial Complaint
Date:10/16/2022
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.
My flight NK417 on 10/16/2022, ***-*** departing at 6:10am was delayed causing us to miss our connecting flight NK1522 to ****** ***. After rescheduling with a Spirit gate attendant we are now arriving at our vacation destination on ***-*** Flight NK543, 5-1/2 hours after our original arrival time.This has caused us to have to rearrange ground transportation in ******. In addition, we are missing out on a day of our anniversary vacation at the all inclusive resort which we have paid for and are instead waiting in an uncomfortable airport.I would like financial compensation.Spirit Confirmation No: JGNYNZ
Business Response
Date: 10/30/2022
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.

We understand your travel plans were disrupted. While I am unbale to reimburse for your pre-paid expenses, our station has issued each of you Future Travel Vouchers (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: ************;******
Voucher code: 45797314810300071

Voucher code: 45797307560500071

Amount: $50.00 each
Expiration date: January 12, 2023

Guest name: ************;******
Voucher code: 45797313635700072

Voucher code: 45797301207200072
Amount: $50.00 each
Expiration date: January 12, 2023

For information on how to redeem your voucher, click here.
Initial Complaint
Date:10/15/2022
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 **** Spirit points via the Spirit.com website on 10/11/22 (Confirmation Number: 9920-4637-1141-1423-4537). The points still have not shown up on my account after 4+ days and I need to book a flight with them ASAP (only need a few more points). Per their policy (I confirmed over the phone), the points should have taken *********************************************************************************** I get redirected to different departments/supervisors over and over. I was finally directed to the Spirit complaint submission, but guess what? They take 30 days to respond per the phone agent. I feel that Spirit does not care about their customer at all and is providing the worst possible customer service that they can get away with. This should have been a simple matter of refunding me or giving me the points I paid for!!!
Business Response
Date: 10/27/2022
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 have not received your points. Can you please tell me if you would like a refund of your points, or if you would like them applied to your account? I will reach out to Points.com on your behalf.
Initial Complaint
Date:10/15/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 25th, I checked in on Spirit Airline under confirmation # JMGK7U, from ******* -Newark. I paid $168.00 to check in 2 bags, and received my boarding pass and proceeded to TSA, which was challenging but I got through and made it to my gate. Upon arrival me and a few other customers were told that the flight had already closed and we needed to go back to the checking area to rebook secondary flights. *****, I had no choice but to hike back to the check-in area and try to solicit another flight to Newark. I asked the check-in assistant when was the next direct flight and she said the next morning September 26th. I was like what? Then she proceeded to offer my connecting flights all going backwards, one offer was from ************* *******.. I was like no this doesn't make sense for me to go backward to go forward and beside, hurricane *** was also travelling toward *******, so I thought this idea was very risky. The assistant assured me that was the best option or wait until the following day. which again was out of the question. With that I asked her about my bags, she clearly said your bags would be in Newark. After hearing this, I told her I would find my way home but could not go to ******* farther away from my destination. So I booked a one way direct flight home. The next day I go to ************** to pick up the my bags, which supposedly went ahead of me. Only to find out from the attendant at Newark that my bags were still in *******. So, am confused how my bags were supposedly on a flight that left on time due to TSA regulations, yet I got home ahead of the bags. Spirit claims I abandon the flight, but why would I abandon a flight that had my bags and then proceed to buy a new ticket home. Not to mention Spirit sent an email the night before the flight asking for passengers to take a later-flight. This suggest that they were over sold and use this situation to take advantage. I request that Spirit reimburse return flight and bag fees.
Business Response
Date: 10/27/2022
Hi ******,

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

We never want you to miss your flight. Thats why we recommend that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights. Due to lengthy TSA security checkpoint times, its recommended that you check airport information prior to arrival at the airport.

Were sorry that you missed your flight. We dont like being late and we know that you dont either. Thats why we ask our customers to be at the gate at least 15 minutes prior to scheduled departure or they may risk losing their entire reservation. Heres a link with more information about our guidelines:

https://******************************************/hc/en-us/articles/202096936-What-time-do-I-need-to-arrive-at-the-airport-for-my-flight-

Upon reviewing your reservation, I'm happy to see you received your bags. I see your flight was not oversold and left with open seats. While I am unable to honor your request for a refund of your missed 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: JMGK7U
Amount: $323.59
Expiration date: January 03, 2023

Dont forget to read the terms and conditions provided in the link:

https://******************************************/hc/en-us/articles/202097966-How-do-I-find-and-redeem-my-reservation-credit-

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