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

  1 Harborside Dr Boston, MA 02128

• 

  Spirit Airlines

  Atlantic City Airport ATLANTIC CITY, NJ 08401

• 

  Spirit Airlines

  16000 Chamberlin Pkwy Fort Myers, FL 33913-8873

• 

  Spirit Airlines

  Mankato, MN 56001

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:10/09/2022

  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.

  Original transaction was a flight out of ********* ********* by spirit airline to ********* ****** on Thursday October 6th, in all fairness I was late due to traffic and my misunderstanding of when I was to arrive at the airport and resulted in me missing my flight, but after a ninety nine dollar service fee I was able to move my flight to a later date. And it is here on this later date that my problem happened. I was clearly on time for my flight because the kiosk time stamps ticket and yet the front desk clerk **** stated that the gates were closed and she couldn't allow me to the gates, after a lengthy argument of asking for a supervisor she finally gets in contact with the gate supervisor ****, which for obvious reasons he states that the gates are closed and that I will not be allowed on the flight, mind you after the lengthy complaining, which I would now of course be late I was 6 minutes late, not on my part but by the clerk arguing with me, very unprofessional I might add, but now that I am late the gate supervisor **** will not open the gate through the fault lies in the airline. This wasn't a flight to ***** to have fun this was a flight to ***** to take responsibility for my actions and the last chance to see my 9 year old son before I am to be shipped off in prison for the next two to five years. So what can spirit airline do to remedy this, I'll be honest there isn't anything I can think of to fix this other than put me on a flight to spend time with my son before I go and take responsibility for my actions. So if I'm expected to do that shouldn't I expect this company to do the same. Fix the system that's broke make it right, sure they have given me another flight for the next day with no service fee, even though this flight is a fraction of the original cost, and they still aren't reimbursing me the overage that would've been paid by the original fee. Stop closing the gates early really and make notifications clear like what time you close the gates.

  Business Response

  Date: 10/23/2022

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Im so sorry that you missed your flight. Please note, there is a 45-minute check-in cut-off time for domestic departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags.
  
  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.
  
  Guests who dont complete the check-in process prior to the cut-off of the originally scheduled departure time are subject to their reservation being forfeited, and any modification charges and any difference in fare may be applied to new tickets. Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website:
  
  https://******************************************/en-us/category/article/KA-01182
  
  Guests who miss their flight are offered the $99 same day change fee to be re-booked for the next available Spirit flight as a way to assist instead of making guests buy a brand-new flight ticket, as flights booked on the same day of travel are typically more expensive. 
  

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18189667
  
  I am rejecting this response because: It's no response of resolution at all, it's giving me the rules and regulations and expectations of me, so there is no resolution in there response. 

  Ask there response has done is solidify there won't doing by admitting that I am expected to be checked in forty-five minutes from departure, I arrived at just before 1:50 and went to kiosk received ticket from kiosk and was told I was two minutes late, then told six minutes late. Now as I said I was there just before 1:50 my flights departure was at 2:37 which by my calculations this would give me the forty-five minutes which by the policy I was there on time, now there policy is conflicting because in one section it says fort-five minutes but on the ticket it states that the doors will close fifteen minutes prior to departure. So as you can see the policy and tickets don't match and one can easily be confused. I'll be honest I cannot possibly see a resolution in this matter because of there denying me entry to my flight I never made it to my probation officers appointment and ultimately will be placed in prison because of this for a minimum of two years, that's two years of my nine year old sons life that I'll miss of him and he of me. So I'm all honesty how can you put some kind of resolution on this, what kind of expectations can I hold on them. Really I don't see how they can fix something that is out of there control. Any suggestions from you(BBB) would be greatly appreciated. 

  Thank you for all help in this matter.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/25/2022

  Hi *****, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau. Our records reflect that you did not have a boarding pass prior to the closing of the flight. Our agents provided the options available under these circumstances. I do apologize but we re unable to honor your request for a refund the change fee. 

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18189667
  
  I am rejecting this response because: I never asked for a refund, actually I never asked specifically for anything and your review show me being late to the first flight and I never denied that, but the following Saturday I was there on time to catch my flight but was told that I hadn't made it on time and, what they are saying is I missed my flight but when I arrived I immediately went to the kiosk to get my ticket ***** said if we're going by what you're saying that I was 47 minutes early from the departure so if what you're saying is that I need to be 45 minutes before then I was 2 minutes before that. Now if you happen to look at your air flight tickets you would see that they say the gates will close 15 minutes before takeoff or before departure. So that's where my confusion lies in now I first day didn't make it in time and I admitted to that but then the next time I go to get my flight you all are saying that I've missed my flight by a couple of minutes which was completely false. My problem ultimately lays in the fact that because of your maybe not you specifically but because of your informed colleagues I miss my flight and am now being sentenced to a 2 years at least at the bare minimum of two year prison sentence because I couldn't make it back in time and my 9-year-old child is the one that's going to end up suffering out of all of this he he loves me on his dad so that's that's where my problem is so can you reimburse or pay me back or any of that I don't understand how you could possibly do that knowing that's what I lost I've lost at least 2 years my son's life because of uninformed employees or just employees who just couldn't figure it out it's a simple clock it's not that difficult to figure out so yes that's where my problem is how do you fix that how do you how do you make me happy can you go back in time because really that's the only way you're going to be able to make me happy is not taking me away from my son unfortunately for me it's not going to work out for me because now I go to prison and you know I'm trying to be responsible and  accept my shortcomings and the things that I've done.

  I sincerely thank you for your time have a good day.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/09/2022

  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 a flight for myself and children in the amount of $856, however due to Covid spirit cancelled the flight. I was never informed of the extension of the credit until i recently asked concerning: Credit extension FCMJ8Z NK:014650002937. They basically said the extension expired in June 2022 but they are sorry they never informed me of the extension. I either want a refund or to be able to use my credit to book a new flight. This is basically keeping funds and not telling customers their process.

  Business Response

  Date: 10/23/2022

  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 reinstated your 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: FCMJ8Z
  Amount: $428.00
  Expiration date: January 19, 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: 10/24/2022

   
  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:10/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spirit airlines cancel our flight due the hurricane and issue us a refund but issue the refund to the wrong account we tried to talk to them about this but they said can't issue a refund because the refund was issue on the 6th of this month .

  Business Response

  Date: 10/23/2022

  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 LE623P and as we are only able to issue the refund to the original form of payment used on the reservation, your refund was processed in the amount of $155.18 back to **** Card ending in **** and $24.00 back to your Mastercard ending in 8867. 
  
  
  I also see your reservation CIPBFQ was canceled as well, will you like me to process this refund? 

• Initial Complaint

  Date:10/08/2022

  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 had a flight on 9/30 from ********* to *** that spirit cancelled day of. Confirmation #s TCE63V for ********************************************************* & conf # PKW2QN for Ebony, ************ When speaking with the agent she had already refunded my flight back to the original card **** . She did not ask if I wanted a refund or credit had she done that I would have told her I no longer have the original MOP as I no longer bank with them so that card, & checking acct have been closed. Now they are saying that there is nothing they can do. I informed them that the bank said they refund would bounce back to them if they try to refund to an acct thats closed. The supervisor ****** said call the bank again to see how long it takes to bounce back so I did and told her the bank said it takes 2 days to bounce back she would send it to the refund escalation **** for them to contact me to see if they can send a check. I have not heard from anyone and its been a week. So I called them again on 10/8/22 I spoke to ******* from escalation **** she telling me per my request refund was put back to original mop and to contact bank yet again for refund as its nothing they can do about my refunds of $79.20 under conf # TCE63V & $118.80 under conf # PKW2QN. I said thats what Im trying to explain I didnt get a choice bcuz when I first talk to the agent about the cxl flight she refunded me before giving me a option, Which I feel isnt right to just refund without giving me the choice first & now saying its not their issue anymore and to contact that bank I use to have again. I told her the bank already told me that money cant be put into an acct thats not open so therefore Spirit cant refund to that acct and if tried it will not go thru & bounce back to spirit. I asked ******* with spirit for # to refund **** she stated they dont have a #. So now I guess spirit just have my money sitting in space if they dont have it & the bank acct is closed so its not there or they trying to keep it

  Business Response

  Date: 11/02/2022

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I have reached out to our ********************* and was advised your refunds were processed successfully. 
  
  
  
  I have provided an ARN # for both refunds, please provide these ARN numbers to your bank and they will be able to track your refund. 
  
  
  TCE63V-$79.20 ARN # ***********************
  
  PKW2QN- $118.80 ARN #  74717052284872842509563

• Initial Complaint

  Date:10/08/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I flew from ********* ** to ********* on flight **** on 7/16/22. Spirit Airlines left our luggage in ********* and we had to purchase toiletries, clothes, shoes and all the essentials for a vacation because they were unable to provide us any updates on where our luggage was (we had no idea it was left in *********) or when we would receive it if at all. We immediately opened a claim. The first notification we received from Spirit was when our luggage arrived at our hotel on 7/18. When I got back home, I submitted all the necessary paperwork under CLAIM LASNK7448305 on 8/3/2022. To date I have not heard anything or had any correspondence or confirmation from SPIRIT. I have called them regarding this matter at the number provided by their customer service agents ************ and am placed on hold for 20 minutes then told the person at that mailbox cannot receive messages. I have also sent emails as they instructed via their website and get a form letter response that tells me how to have a Claims Specialist assigned to my file and directs me to this website: www.spirit.com/bagclaim or https://app.nettracer.aero.pax/spirit. It is one big circle that never gets resolved.

  Business Response

  Date: 10/23/2022

  *************, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  
  Upon reviewing your reservation, I see your claim was approved and a check in the amount of $541.99 will be mailed to your ******* **** address. 

• Initial Complaint

  Date:10/08/2022

  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.

  In June 2022 we bought airplane tickets to *********, *********. On October 2nd, the flight was canceled at 5:00 a.m and it was supposed to take over at 6:50 a.m. We went to Spirit counter and offered the following solutions:1. leave the next day 2. buy another ticket with South **********, we bought the ticket to go on October 1st in order to avoid any inconvenience. The airline changed it for the 2nd and surprisingly canceled the flight before taking off. Other carriers flew to ********* at the approximate time.We ended up buying another two tickets from South West for $561 dollars( one way). We previously bought some expensive tickets for a concert on October 2nd, 2022.Spirit should pay ** this money back because it was their fault and refund ** the 561 dollars and a free ticket to fly inside ******* during one year.

  Business Response

  Date: 10/23/2022

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Were sorry to hear that your travel plans were disrupted as a result of the recent hurricane.
  
  Hurricane *** was a massive storm that greatly impacted air travel resulting in ceased operations at airports we service such as ******* (***), *************** (***), ***** (***) and ************ (***). Due to our large presence in *******, we had to move many of our planes out of the way of the hurricane. In addition to airport closures and aircraft displacement, many of our crew who live and work within ******* were also impacted. Now that the storm has passed, we're working around the clock to get back on track, but it takes time to get our crews and planes back to our bases in order to resume scheduled services.? 
  
  I understand you have also requested reimbursement for additional expenses incurred. Since the flight cancellation was due to weather and outside of our control, we are unable to reimburse these expenses.
  
  
  While I know we can't change your past experience, I'm hoping a Future Travel Voucher will encourage you to give us another chance to serve you. I've created a voucher you can use towards your next Spirit 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: 45891068116500001
  
  Amount: $100.00
  Expiration date: January 19, 2023
  
  
  Guest name: **********;*********
  Voucher code: 45891043804700001
  Amount: $100.00
  Expiration date: January 19, 2023
  
  
  
  For information on how to redeem your voucher, click here. 

  Customer Answer

  Date: 11/02/2022

   
  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:10/07/2022

  Type:Order 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.

  Assigned paid seat not honored at time of check in.

  Business Response

  Date: 10/20/2022

  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 AENV7M and I do see your seats were changed on the ****LAS portion of your flight, however, there were no notes added on why the seats were changed. 
  
  
  
  As a courtesy, 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. 

  Customer Answer

  Date: 10/20/2022

   
  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 do not understand how an airline company offering such second rate service is allowed to operate.  I find your solution arbitrary, ***** and insulting.  An apology would have served a greater purpose than your $50 penance.  I will never use your airline and discourage others from using your company for the rest of my life.

  
  Sincerely,
  
  ***********************, MD

• Initial Complaint

  Date:10/07/2022

  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 had booked an incorrect travel date for a flight with Spirit Airlines. Because of the mistake, the flight was scheduled within 7 days and non refundable. I was issued a travel credit and had to apply the difference to the correct flight. I then had to cancel the rebooked flight, resulting in another travel voucher. When trying to book another flight and redeem voucher, Spirit has no record of any transactions occurring. I have. transaction ID but lost original flight confirmation emails. Transaction ID: **********

  Business Response

  Date: 10/20/2022

  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 reservations and I see your credit is available for use. 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: UIN46D
  Amount: $688.16
  Expiration date: November 12, 2022
  
  
  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:
  
  
  https://******************************************/hc/en-us/articles/202097966-How-do-I-find-and-redeem-my-reservation-credit-

  Customer Answer

  Date: 10/20/2022

   
  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:10/07/2022

  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.

  Spirit Airline cancelled my upcoming flights NK652/NK **** from ******* ******** to ************* and from ************* to *******. The flights were due to take place on Tuesday 18 October. I received an email alert about the cancellation on 30 July. Since then, I have tried to rearrange my trip to use the reservation credit they gave me (that I did NOT ask for) but it is not possible so I decided to pursue a refund. In the last week I have tried to contact them on 5 separate occasions using their chat function (no one answers), their SMS function (no one replies), their email complaint function (no one replies) and their phone number (rings busy on my cell phone)Please help me get the refund I am legally entitled to

  Business Response

  Date: 10/20/2022

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  We sincerely apologize for the extended wait time you encountered while contacting our ******************** Please know that we are working diligently to perfect this process and improve our service for you.
  
  
  I have reviewed your reservation XGB93Z and I see your refund was issued in the amount of $273.85 for your canceled flight. 

  Customer Answer

  Date: 10/21/2022

   
  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.

   

  Thank you so very much for your help. Y'all are the best! 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/07/2022

  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.

  I originally had a flight booked for today, 10/7/22. I've been keeping in contact with Spirit after the recent hurricanes because my destination has no running water or electricity. The first agent told me to wait until it got closer to the date, and if the place was still having these issues, they would give me a credit and waive the fees. I did just that. On Monday, 10/2/22, I reached out again because my destination is still without running water and electricity. I have been on the online chat and the phone chat since then. Literally, for up to 12 hours at a time. I get agent after agent who "cannot" waive the fees as the previous agent told me. I finally get an agent who is going to waive the fees as I was previously told, starts booking me on a new flight, we get the first flight changed, and it gets disconnected, and have to start this whole process over again. The next agent refuses to do anything. This agent says the previous agent didn't actually stitch my flight. So what did I spent 4 hours, well past midnight on chat for before getting disconnected? Agents begin disconnecting from the chat at random. Flights were literally selling out as I spent 36 hours on chat. I couldn't do any of this via the website because it was charging me the modification fees, which I was promised to be waived. I had already had this much of an issue, I didn't trust that I'd get a refund of the fees. At this point, I have been told so many different things by the agents, social media, and even a corporate person, who reached out after I messaged social media accounts, but never responded after initially reaching out. I just want a refund. I do not have anymore time to fight with Spirit over a new flight reservation or credit issues. A supervisor today told me to take a credit, with the change fee of $99 per person, or I'd forfeit any chance of a credit, so I did while I wait for a response from corporate.

  Customer Answer

  Date: 10/07/2022

  Please see the attached confirmation and purchase price.

  Business Response

  Date: 10/20/2022

  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.
  
  
  
  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.
  
  
  I have reviewed your reservation and I see you were issued a full 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: XKVUKA
  Amount: $2,106.36
  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-

  Customer Answer

  Date: 10/20/2022

   
  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,
  
  Kayla F***