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

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  300 World Way #a Los Angeles, CA 90045-5899

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

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:10/01/2022

  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.

  9/27/2022 - We had a round trip direct flight from ************** to ******* scheduled for 9/28/2022 and were notified that, due to Hurricane **** our flight was cancelled. The information included instructions for rebooking options which included modified policies related specifically to Hurricane ***. These policy adjustments included the opportunity to rebook without incurring rebooking fees and without a change in the flight fees. Temporary plolicy instructions include the opportunity to make changes through 10/3/2022. (Another policy, outside of Hurricane *** adjustments, allows for changes/cancelations to be made to a booked flight within 24 hours with no fees.) Given these two policies, we made rebooking adjustments to our flights. It took a few times to find a flight that coordinated with our ******* plans at ************. So, two changes were made on the 9/27/2022 and a final adjustment on 9/28/22. Modifications to our original flight have all happened within the "Hurricane ***" parameters and deadline provided to us by Spirit Airlines. Each time we made adjustments we were charged for the modifications and for the difference in airfare. Neither charge should have happened according to their policies. A 2 hour phone conversation with a Spirit Airlines customer service person included them claiming we canceled our flight, that the rebooked flight had to happen before October 3rd (not true, rebooking had to). Also, on the confirmations, the charges $ doesn't add up. We don't know how they get the TOTALS. (See included documentation for all complaints). We are asking that the policies for rebooking our flight be followed according to 1) Hurricane *** policy & 2) 24 hour rebooking policy. We should have no additional charges to our originally scheduled flight on 9/28/2022 that was canceled due to Hurricane *** according to their own policy regarding flights affected by that tragedy. Please recover all additional fees that have been charged.

  Business Response

  Date: 10/17/2022

  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 found the following: September 27, you modified your flight online due to the travel advisory and were charged $1,215.13. Since your flight was booked for after October 3, the fare difference applied. 
  
  
  
  September 27, you modified your flight again online, a second time and since it was cheaper, you received a Reservation Credit in the amount of $501.00
  
  
  
  September 28 you modified your flight again for $364. This flight no longer fell under the advisory as the flight was after the advisory dates.
  
  
  
  As a courtesy, I have gone ahead and issued a refund in the amount of $$1215.13, $364.00 and reversed the reservation credit as well for $501.00 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:10/01/2022

  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 return flight got cancelled within 12 hours away from departure. That greatly impacted our whole familys schedules. We had to cancel and rebook the tickets through a different carrier and that costed me $1552.44 more. I called spirit airline customer service to request a refund but was told that I can only get the credit which means Im forced to use Spirit again even Im not happy with the carrier and do not want to use the airline in the future any more. Im requesting a refund of my extra costs of $1176.08

  Business Response

  Date: 10/12/2022

  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. We do all that we can to leave on time, but the safety of our guests and crew will always come first.  
  
  
  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 $376.36 back to card ending in ****. Refunds are processed immediately on our end but may take a few days to post to your account.
  
  
  While I am unbale to honor your request for reimbursement of your out of pocket expenses, I have issued Future Travel Vouchers 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: YUANLING ****
  Voucher code: *****************
  
  Amount: 50.00
  Expiration date: January 08, 2023
  
  
  Guest name: HONGBIN LIU
  Voucher code: 45750304632500001
  Amount: 50.00
  Expiration date: January 08, 2023
  
  
  
  Guest name: ***********;LIU
  Voucher code: 45750288060500001
  Amount: 50.00
  Expiration date: January 08, 2023
  
  
  
  Guest name: **********;LIU
  Voucher code: *****************
  Amount: 50.00
  Expiration date: January 08, 2023
  
  
  
  For information on how to redeem your voucher, click here. 

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18153628
  

  The voucher of $50 for each person does not make any sense. Compared with my loss it's basically nothing. Due to this experience I'd rather not to book flights with Spirit in the future so the voucher would be useless to me.  I hope I can get at least half of my extra expenses compensated.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/13/2022

  Hi Yuanling

   

  We appreciate your continued correspondence through the Better Business Bureau.

  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. 

  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: 10/18/2022

   
  Complaint: 18153628
  
  I can accept if the $50 voucher per person can be combined for one ($200) so at least I could try one future trip with Spirit for one person. Again I'm very disappointed with my first experience using Spirit airline but would like to give another chance with the voucher if possible.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/01/2022

  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.

  My flight in ***** was canceled. It cost me money in paid hotels fees. I contacted Spirit for a voucher. They sent me one, but it expired on Sep 3. I've tried contacting them via phone and chat and they never pick up. I'd like a new voucher to replace #***************** for $100 flying credit, please.

  Business Response

  Date: 10/12/2022

  Hi ***, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  All Future Travel Vouchers (FTV) do expire within 90 days and usually are not extended after the expiration date. However, as a one-time courtesy, I'd be more than happy to create a new voucher for you. 
  
  
  
  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-only portion 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: DONALD DAEDALUS
  Voucher code: 45747115730400001
  
  Amount: $100.00
  Expiration date: January 08, 2023
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:10/01/2022

  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.

  On Monday March 21, I purchased 2 round trip tickets from the *************** to the *****************. The dates were from Sept 29 2022-Oct 1 2022. Our original flight time out was pushed back 4 hours. No biggie. Our flight back home was cancelled 13 hours before the flight with no explanation or rebooking options. Been on hold for 3 hours with no answer. I just want to get home or receive a full refund. Since we cannot depend on the undependable. We chose to buy tickets back home leaving today through a different airline. Although it's later tonight we will get back home to our little ones. Confirmation code is EESE8Z. Total for the flight was $988.36 The tickets bought today through a different airline so that we do make it back home was $272. I have all receipts and emails

  Business Response

  Date: 10/12/2022

  Hi ********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Our records indicate that your flight OAK-SAN was delayed due to weather and your flight  SAN-OAK was canceled due to weather/Air Traffic Control. Air Traffic Control (ATC) ensures the safe operation of all aircraft flying at any given time.
  
  
  
  When there is inclement weather, ATC makes sure that there is enough safe space between aircraft. Delays and cancellations may occur due to the limited airspace during times like these.
  
  
  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.  While we are unable to reimburse for out of pocket expenses. As requested, your refund was issued in the amount of $334.82 back to your card ending in **** and a credit was issued in the amount of $158.36. 
  
  
  
  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: EESE8Z
  Amount: $158.36
  Expiration date: March 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-

• Initial Complaint

  Date:10/01/2022

  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.

  Date of transaction: September 27,2022 Date of purchase: 7/18/2022 Purchased amount: ****** Spirit was committed to providing flights from *********, ** to ******, MX with layovers that are achievable for the travelers to get from one flight across an entire airport through customs and immigrations and make it through to their next flight. We are inexperienced travelers and trusted that spirit would schedule flights accordingly for layover time from domestic flights to international flights. I have now learned you need at least an hour layover to achieve this type of layover from domestic to international. Layover allowed 30 minutes. I have attached a full description of events added as an uploaded document.

  Business Response

  Date: 10/13/2022

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Please know that connecting flights offered by Spirit Airlines on one itinerary are considered a "legal connection" and passengers should not have any difficulty. Although rare, missed connections do take place in any form of transportation. By booking your flight, you agreed to the connection times.
  
  
  
  When a passenger misses their flight, we offer the options of placing them on the next available flight or issuing a refund. 
  
  
  
  I see you were rebooked for the next available flight, however, that flight was canceled due to weather. While I am unbale to honor your request for reimbursement of your out of pocket expenses and a free flight. I have issued your full refund. 
  
  
  
  I have gone ahead and issued a refund in the amount of $376.46 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.