Complaints

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

close

Find a Location

Spirit Airlines has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

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

• 

  Spirit Airlines

  1 Harborside Dr Boston, MA 02128

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:08/25/2025

  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.

  Complainant: ***** ******* ************************* Airline: Spirit Airlines Flight #: NK1157 Date: July 22, 2025 Route: ********* (***) to ********* (LAS)1. **************************************************** Conduct, False Statements by the Airline 2. Detailed Description A. Safety Violation (FAA 14 CFR 121.585):Both exit rows were unstaffed during the flight, violating *** requirements for able-bodied passengers to assist in emergencies.Crew refused to seat me (a qualified ************ in empty exit rows, prioritizing seat sales over compliance.B. Unprofessional Conduct:Flight Attendant "****" threatened removal after I complied with his initial order to move.Spirit falsely claimed "no attendant named **** worked this flight" despite my photo evidence (attached).C. Airline Bad-Faith Response:Spirit Guest Relations (********) dismissed concerns and misrepresented exit row *********** corrective action was taken despite the evidence.3. Evidence Attached ******* of Flight Attendant **** aboard NK1157 2.Spirits email response denying ***** employment 3.Screenshot of Spirits Exit Seat Requirements policy 4. Remedy Requested - *** investigation into Spirits:Exit row compliance failures ********** records, Corrective action against the involved crew, Compensation for safety negligence Certification: I declare under penalty of perjury that this is true to the best of my knowledge.***** ******* August 25, 2025

  Business Response

  Date: 08/26/2025

  Hi *****, 
  
  Thank you for reaching out to Spirit!
  
  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 about your recent experience. I see you were previously assisted. Your concerns have been thoroughly reviewed, and our response remains unchanged. Below is the responses you were sent. 

   

  Hello *****,
  
  Thank you for your patience during this time. 
  
  According to our reports, the flight crew do not have any recollection of this incident, nor did a Flight Attendant by the name of **** worked this flight; NK1157 from SAN to LAS. Please note that seats are assigned based on availability, when passengers do not purchase their seats. I see that you did not purchase a seat with this flight. Once you are provided a seat assignment and you board your flight, you are unable to change your seat unless authorized beforehand by the flight crew. There are Exit Row seats requirements, which do not allow passengers to move to these seats, even if they are empty or and they meet all of the requirements to sit in this area. We recommend purchasing your desired seat selection, at the time of booking and/or requesting a seat change inflight, only with the authorization of the flight crew.
  
  See helpful link below:
  Exit Seat Requirements  Spirit Support
  
  I am sorry if the flight attendants came across as unprofessional in any way. We will address this matter with the relevant management team. If we can assist with anything else, please let us know.
  
  Have a nice day!
  
  ********
  Guest Relations

  Hello *****,
  
  As we previously discussed, you were not advised to move to the Exit Row seats by the flight crew, nor was a request to move to these seats requested to the flight crew beforehand. Passengers are not authorized to sit in any empty seats, without prior consent from the flight crew and/or the gate agents. Please note that we are unable to proceed forward with your reimbursement request. 
  
  I do realize that the reports received differ from your account of events. Please understand that my response is based on the reports received from the Station, but I have forwarded your account of events to Management for review.
  
  Your concerns have been addressed and the resolution has been thoroughly clarified.
  
  Have a wonderful day.
  
  ********
  Guest Relations 
  

• Initial Complaint

  Date:08/24/2025

  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 booked a flight over a weekend, returning on Sunday evening, so that I make it back in time for work on Monday. My return flight was scheduled for July 13, 2025, from *** to EWR at 6:19pm. On July 13th, I received notifications of delays, finally settling takeoff at 9:35pm. At about 9:30 we boarded and waited on the plane. The pilot announced that the original delay was due to air traffic control issues and bad weather conditions, but they now have clearance to fly. However, they were waiting for Spirit to send them a co-pilot! We waited more, and finally they canceled the flight. I waited in line, while I meanwhile had someone book me on the next available flight, which was on July 14, at 6:19pm, causing me to miss the full Monday workday. I still waited for the representative to see if she can help me- she could not do anything for me. The next available flight was now on Tuesday, July 15, and she also could not get me on a different airline.I was forced to wait for the Monday afternoon flight.On Monday, I received notification that my new flight was canceled and called Spirit to book me a new flight. She offered me a connecting flight through *******, or a flight to ************* which I could not take. With no other choice, I was forced to take a 8:50pm flight to PHL, which is significantly farther for me, and quite inconvenient. And then, I received notification that my flight was delayed again! I finally took off at about 10:30pm, to PHL.I had two flights canceled, 2 delayed flights, a missed work day, and I was forced to travel to a different airport.I filed a complaint with Spirit. They said since the system says that my flight was canceled due to weather issues, they could only give me a $30 voucher. I pointed out that the delay was due to due to weather issues, and the cancelation was due to the company failing to provide a co-pilot- which they refuse to accept. They offered me another $30 voucher which does not cover my flight or missed work.

  Business Response

  Date: 08/26/2025

  Hi ******, 
  
  Thank you for reaching out to Spirit!
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns. 

  Our records show you were previously assisted. I have provided the response you were sent below. Our response remains unchanged.
  
  Hi ******,
  
  Thank you for your continued correspondence. We apologize for the delay in getting back to you. Our email inquiries have been higher than usual.
  
  My name is Gennilyn and your case has been assigned to me. We're truly sorry that your flight was cancelled. We want to assure you that your concerns are important to us, and we are here to assist.
  
  After further investigation, our records indicate your flight NK1078 DTW-EWR on 7/14/2025 was canceled due to weather issues. I know you mentioned it was due to co-pilot issues, but I can assure you that after speaking with our operations team, your flight was indeed canceled due to weather. Weather hundreds of miles away could cause an interruption to your flight, as there may be weather concerns impacting the flight path an aircraft is scheduled to travel through. While we certainly would never want to cancel or delay your flight, your safety will always be our top priority.
  
  ******, I can assure you that I am providing you with the information that was made available to me regarding this particular flight. Since the cancellation was due to weather outside of our control, we are unable to cover the cost of your out-of-pocket expenses at this time. At Spirit, we provide consistent service for all Guests. If we make an exception for you, we will have to do it for everybody else.  
  
  I know that this trip didnt go as planned, but I hope that you will give us another opportunity to make it right. While Im unable to reimburse you for your out-of-pocket expenses, as a one-time courtesy, *** issued an additional $30 Future Travel 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 and are valid for single use only. The amount goes towards the airfare, taxes, most ancillaries & fees. Vouchers cannot be used towards onboard purchases, services, travel insurance, 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 ************************** or by calling our ******************* at ************.
  
  Guest name:   *****, ******
  Voucher code: 58486542241400001
  Expiration date: August 13, 2026
  
  For information on how to redeem your voucher, click here. 
  
  For additional questions, kindly check out our FAQs at ***************************************************************;
  
  If theres anything else you need, just let me know. Im here to help!
  
  Best,
  
  Gennilyn
  Guest Relations

  
  

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23790413
  
  I am rejecting this response because:
  

  Spirit's response in regard to my July 14th flight, which was cancelled, while failing to address the cancelled July 13th flight, which is my main concern.

  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/02/2025

  Our records indicate your flight NK1078 DTW-EWR on 7/13/2025 was canceled due to weather issues. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations.

  Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.

• Initial Complaint

  Date:08/24/2025

  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.

  This complaint has also been submitted to the ********************************* due to the seriousness of the airlines conduct, and I am now requesting BBBs assistance in resolving the matter directly with Spirit Airlines.Subject: Spirit Airlines's Failure to honor reservation credit due to system error and inadequate customer service I am filing a complaint regarding Spirit Airlines refusal to honor a valid reservation credit (code ******* $106.09).The credit was valid until August 18, 2025.On that date, I attempted to apply it to Flight 3224 (LAX ? *******, Sep 5), but the system rejected the code as invalid.I immediately contacted Spirit well before the expiration:Call 1 ****************** min hold): An agent acknowledged the issue and began processing the booking. The call was then disconnected. Spirits system showed her number, but the agent never called ********* 2 (~40 min hold): By the time another agent answered, they stated the credit had just ********** husband also called *****************:34 PM) and faced the same long delays.This was not the first problem: in May 2025, we also attempted to use this credit, and the system incorrectly marked it as invalid.Despite this clear record that my wife proactively attempted redemption before expiration, Spirit has denied reinstatement, citing only policy. Their refusal ignores the fact that:Spirits system failed (invalid code before expiration).Spirits agent disconnected and failed to call back despite having the customers number.Excessive hold times made it impossible to resolve before expiration.Requested Resolution:We respectfully request DOT require Spirit to reinstate or reissue the $106.09 credit, as this was not customer error but a failure of ********************* systems and customer service.Supporting Attachments:Detailed timeline/letter of complaint Spirits denial responses 1 and 2 Original credit confirmation *******, expiration Aug 18, 2025)Thanks,Cuiling

  Business Response

  Date: 08/26/2025

  Hi Cuiling, 
  
  Thank you for reaching out to Spirit!
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 

  I see that you've submitted your correspondence to the **************************** (***).As such, our DOT correspondent will be in contact with you to address your concerns. 

   

  Customer Answer

  Date: 08/28/2025

  Dear *****,
  
  I would like to request withdrawal of my recent complaint (Case ID: ********]) regarding Spirit Airlines. The issue has been resolved to my satisfaction directly with the business, and I no longer wish for this complaint to remain open on record.
  Please confirm if withdrawal is possible and let me know if any additional steps are required on my end.
  Thank you for your assistance.
  Best regards,
  Cuiling

• Initial Complaint

  Date:08/23/2025

  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.

  Book a flight for 2 passengers from ********, ******** (MDE) to ******, ** (EWR) , on 08/21/2025 connecting via *******, ** (***) when we arrived to the airport to check in, we were told that the portion of the flight going to ****** (EWR), our final destination was cancelled due to a pilot being sick, and the airline Spirit , offered us a hotel and meals to stay overnight, in which we refused because we need to be a work the next day, so the airline associated told us they could send us to ***************, from where we have to spend a extra $650.00 for 2 one way tickets to return to ******, I called the airline to request a compensation for the inconvenience and they refused to take any responsibility for my expenses or give a credit for a future flight.. I was offer 2 vouchers for $30 dollars each to whom refused.

  Business Response

  Date: 08/26/2025

  Hi ******, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  We are sorry to hear about your flight interruption in reference to your cancelled flight. 
  Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.
  
  To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  Have a great day! 

• Initial Complaint

  Date:08/22/2025

  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 complaint is against Spirit Airlines and their policy to do nothing to help costumers when their flights are significantly delayed the day of the flight by 3+ hours. I booked a flight attend an important event and we should have arrived with hours to spare. When we arrived at the airport we saw our flight was delayed by 3 hours for maintainer issues. Not acts of God. I immediately contacted the airline for help and was told my only option was to cancel my flight and get my money back. That is not help. I entered into a contract when booking the flight, and they did not fulfill their side of the contract. This seems to be the modus operandi of Spirit Airlines and this is not acceptable and should not even be a legal business practice. I will be missing an importance event because of the airlines and they claim no responsibility to fix or compensate that.

  Business Response

  Date: 08/26/2025

  Hi *****, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  We are sorry to hear about your flight interruption in reference to your delayed flight. 
  Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.
  
  To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  Have a great day! 

• Initial Complaint

  Date:08/21/2025

  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 exited my flight (***** to *********) on 8/21/25 to find my luggage absolutely damaged. One of the back wheels is broken and there are so many scrapes from rough handling! I dragged my suitcase to the baggage claims area and found that the Spirit office in ***************** was the only one unstaffed and closed at 1pm in the afternoon. We then went upstairs to the front desk and was told to scan a QR code to file a claim. I tried to file, but the website was down (confirmation code invalid). I called customer service (****) and they told me to go back to the desk and the desk agent could assist me. **** also could not get the site to work. **** stayed on the line with me while I asked the desk agent to help me. The desk agent then said that no one currently working knew how to file damaged bag claims and I would have to wait for the one employee who knew how to do it to show up. I sat and waited for said employee. The employee arrived and tried to dismiss my issue. She said that Spirit would not cover my claim because you could just drag your suitcase. I am not kidding when I say that she said this to me in front of my travel partner and another front desk agent. I showed her the luggage damage and she said that since the system is down and she could not help me and to come back after a few hours. I told her I was traveling and could not come back to that exact desk. She then said that their manager was not there, but that she would provide my information to them and contact me.There were 5 agents total, one of them came late and another left early. All but one worker was on their phone THE WHOLE TIME. There was literally a line of customers but staff shared pictures of their hospitalized coworker with each other and kept talking about personal matters with each other instead of helping ********* luggage is clearly irreparably damaged and I provided every piece of proof and information necessary. The staff were NOT knowledgeable and need better service!!

  Business Response

  Date: 08/22/2025

  Hi Shekinah, 
  
  Thank you for reaching out to Spirit!
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 

   

  I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  Know that all claims for compensation (e.g.,delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.
  
  Keep in mind that Spirit is not responsible for conditions/damages that result from the following:
  
  An existing defect with the bag.
  Oversized, overweight, or over-packed luggage.
  Normal wear and tear during transport (e.g., minor cuts, scratches, scuffs, dents, and soiling that do not impact functionality).
  Unsuitable or inadequate packing that is not able to withstand ordinary handling.
  
  For a full list of items we don't cover, please click here.
  
  Please stay in direct contact with your claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.  
  
  Have a wonderful day!
  

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23779168
  
  I am rejecting this response because: Spirit Airlines cannot read. I have been getting, and am still getting, an error code because the claims site does not work! I have called support and went in person and encountered the same issues. And why did support not address the absurd behavior of their workers? I need my luggage issue to be rectified immediately and I need Spirit Airlines to do a better job at servicing their customers. There is a massive crack around one of my wheels that is so large it leaves my clothes exposed and the wheel doesnt work anymore. Its completely nonfunctional now.
  
  Sincerely,
  
  Shekinah ******

  Business Response

  Date: 08/26/2025

  As previously stated, all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.
  
  Keep in mind that Spirit is not responsible for conditions/damages that result from the following:
  
  An existing defect with the bag.
  Oversized, overweight, or over-packed luggage.
  Normal wear and tear during transport (e.g., minor cuts, scratches, scuffs, dents, and soiling that do not impact functionality).
  Unsuitable or inadequate packing that is not able to withstand ordinary handling.
  
  For a full list of items we don't cover, please click here.
  
  Please stay in direct contact with your claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.  

  Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23779168
  
  I am rejecting this response because: the person who answered this is a liar. ******** from GUEST RELATIONS emailed me yesterday and sent an email to the luggage department for me. The only thing I am deterring you from is your responsibility to perform your job duties correctly. 
  

  The only reason I got a response at all was because I reported Spirit Airlines, along with this communication thread, to a federal aviation department and directly cited your BBB response as a reason for my escalation. If you all helped me the first time, you all would not have to answer to the feds, but now you have/do.

  
  Cheers,
  
  Shekinah ******* MBA

• Initial Complaint

  Date:08/20/2025

  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 tried changing a flight on line and kept getting error messages, so I had to chat. The flight was for ***** *** but I was the one paying for it. Chat said about 15 until someone can chat, but it took almost an hour, ****** finally came on. I had to keep asking are you there. She finally sent me things I had to agree to, not even telling me which flight I was agreeing to. After about an hour I told her to forget changing the flight as it seemed she had no idea what she was doing and to just cancel the flight I had made right before getting on chat with her, because I made a mistake and got the flight from *** to MCO instead of MCO to PNS. Confirmation Code ZWB92Q. I made this flight so I could get ***** home, hoping he won't be as sick then as he is now. ****** disconnected the chat and I had to wait again. Finally ***** came on and I explained to just cancel Con Code ZWB92Q. Didn't hear anything back from the chat. I just disconnected, I was tired of being on chat where no one could really help me. Well after I got off the phone I cancelled ZWB92Q and booked UM8W2G. I hadn't booked ZWB92Q for more than 10 minutes before I started the chat and as soon as I was off the chat I cancelled it. They charged me $99 to cancel a flight that I had booked less than 1 hour ago, even though I booked another flight. So now I am out the flight that was supposed to return GNUN6N out the $99 because I had to cancel and still had to pay $141.94 for a return flight. I should've agreed with him and let him go on the first flight while he was puking and having massive diarrhea , and let the plane deal with it, but I wanted to be considerate and got screwed by the company. I have screen shots of the conversation with the chats. I would like the $99 back for cancelation fees and $141.94 for the flight in a check form.

  Business Response

  Date: 08/21/2025

  Hi ****, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your booking issues in reference to the modification you attempted. 
  
  For optimal browsing experience, make sure to use an up to date web browser like ****** Chrome, Mozilla Firefox, Opera, or Safari. If it is up-to-date, we suggest that you clear the cache, cookies, and history through the browser settings. You can also try logging in through Private/Incognito Browsing depending on your web browser's functionality and feature.
  
  Be advised that a Guest who purchased the Value Travel Option that initiated a cancelation or modification after 24 hours of booking to their non-refundable reservations will be billed with cancelation or modification  charges. For modifications, 0-6 days out is $99.00 plus the difference in airfare, 7-30 days out the charge is $79 plus the difference in airfare, ***** days out is $59 plus the difference and no charge for trips more than 60 days but the difference in airfare will be charged. Guest who initiates guest-initiated cancellations are charged the $99.00 per person cancellation fee.  These charges are in place to help keep our fares low for all our Guests and waiving the charge to change or cancel a reservation isnt an option we offer.
  For more information regarding our Modification/Cancellation guidelines, I've included the link below for your reference.
  Optional Services | Spirit Airlines
  
  I was able to pull your reservation ZWB92Q & UM8W2G, our record shows that this reservation was cancelled as requested via the Spirit website. The cancellation fee was applied, a Reservation Credit was issued for the balance, and an email confirmation of the guest-initiated cancellation was sent to the email address on file. As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable. 
  
  Ive included the information below:
  All Reservation Credits:
   can be used for multiple bookings until the full value is used
   can be applied toward airfare, bags, seats, taxes, and fees
   can be redeemed by any Guest linked to the original reservation
   can be redeemed via ************************** or by contacting us here
  Confirmation Code: ZWB92Q
  Amount: $47.65
  Expiration date: August 19, 2026
  Confirmation Code: UM8W2G
  Amount: $42.94
  Expiration date: August 19, 2026
  (Travel does not have to be completed by that date; however, a new reservation must be secured).
  The guidelines surrounding credits can be found on our website, **************************. 
  Here's the direct link for your convenience. 
  ********************************************************************************************************************************
  
  
  Have a great day! 
  

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23772613
  
  I am rejecting this response because I canceled the one trip because i made it for pns to mco when i needed it to go from mco to pns. Canceled within 1 hour of making it and you are charging me $99 for nothing that you had to do. :
  
  Sincerely,
  
  **** ***

  Business Response

  Date: 08/22/2025

  It is your responsibility to ensure all booking information is correct before securing a booking. Spirit is not liable or responsible for any guest errors. 

  Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23772613
  
  I am rejecting this response because I accepted the second cancelation that was in me but the first one was a instant mistake that should be credited
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:08/20/2025

  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.

  Flight was cancelled within 24 hours from booking, as per their rules, however, now they are adding it was not cancelled withing 7 days. It was booked 6 days in advance, it was not possible to cancel withing 7 days. The rules I read when booking, only mentioned 24 hours. I see here in ************************ that over 4k complaints have been filed withing the last 3 months, that is ridiculous! Why isn't anyone doing anything about this company. Their own employees have said to me that they do not use Spirit for traveling, that says a LOT! I believe this company deserves a thorough investigation as US Citizens are complaining. I have had other issues with overcharging and baggage issues before too, they do not seem to care about anything that has to do with the customer. The ***'t needs to investigate this company, as a **********, I am seriously requesting this. They need to issue a refund. I booked it because it was the soonest flight that was direct, it was a family emergency that later got resolved so I cancelled. I just lost my Job (************************ layoffs, it was on the news).Please help me. Thank you!

  Business Response

  Date: 08/21/2025

  Hi *****, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear you cancelled your booking.
  
  If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.
  Be advised that a Guest who purchased the Value Travel Option that initiated a cancelation or modification after 24 hours of booking to their non-refundable reservations will be billed with cancelation or modification  charges. For modifications, 0-6 days out is $99.00 plus the difference in airfare, 7-30 days out the charge is $79 plus the difference in airfare, ***** days out is $59 plus the difference and no charge for trips more than 60 days but the difference in airfare will be charged. Guest who initiates guest-initiated cancellations are charged the $99.00 per person cancellation fee.  These charges are in place to help keep our fares low for all our Guests and waiving the charge to change or cancel a reservation isnt an option we offer.
  For more information regarding our Modification/Cancellation guidelines, I've included the link below for your reference.
  Optional Services | Spirit Airlines
  I was able to pull your reservation LH5FQI, our record shows that this reservation was cancelled as requested via the Spirit website. A full Reservation Credit was issued, and an email confirmation of the guest-initiated cancellation was sent to the email address on file. As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable. 
  
  Ive included the information below:
  All Reservation Credits:
   can be used for multiple bookings until the full value is used
   can be applied toward airfare, bags, seats, taxes, and fees
   can be redeemed by any Guest linked to the original reservation
   can be redeemed via ************************** or by contacting us here
  Confirmation Code: LH5FQI
  Amount: $705.98
  Expiration date: August 08, 2026
  (Travel does not have to be completed by that date; however, a new reservation must be secured).
  The guidelines surrounding credits can be found on our website, **************************. 
  Here's the direct link for your convenience. 
  ********************************************************************************************************************************
  
  We hope to welcome you on board a future Spirit Airlines flight soon.
  

  Customer Answer

  Date: 09/17/2025

  I disagree with Spirits resolution. I cancelled two hours after booking. With the amount of complains the BBB receives from US Customers about **********************, something needs to be done about them. I should have a right to a full refund, they want to give me a credit with many fees which in the end, I am left with less than 50% of my hard earned dollars. I also got laid off from work and this is a burden for me to pay at the moment, this is just not fair how Spirit conducts business in the **.

  Business Response

  Date: 09/18/2025

  Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.

  Customer Answer

  Date: 09/18/2025

  These people at Spirit Airlines are taking our money and no one is doing anything about it. I cancelled within 2 hours of booking which that was the only thing I was notified about for cancellations (I could cancel within 24 hours), then after, they threw in that it had to be before 7 days and all that. This is not consumer friendly! And I am not even sure what the BBB can do or even if they want to, why does the BBB even exist?! 

  Customer Answer

  Date: 09/18/2025

   
  Complaint: 23772600
  
  These people at Spirit Airlines are taking our money and no one is doing anything about it. I cancelled within 2 hours of booking which that was the only thing I was notified about for cancellations (I could cancel within 24 hours), then after, they threw in that it had to be before 7 days and all that. This is not consumer friendly! And I am not even sure what the BBB can do or even if they want to, why does the BBB even exist?! 

• Initial Complaint

  Date:08/19/2025

  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.

  Confirmation # RQN35H.Dear Representative: I used a flight credit of $262.96 on August 18th to book a trip to *** from Oct 29th to Nov 2nd. I booked it online with the assistance of a phone representative. Today, August 19th, I changed the flight to November 5th - November 9th. It asked me for my credit card information. I saw that it charged $18 to my ****************. I called Spirit to understand the charges, and why I was charged $18. This is where the negative experience began. I called a total of 3 times before anyone would allow me to speak to a manager even though I asked to speak to one on every call I placed. I was put on hold by the first 2 representatives for 20 minutes before I hung up both times since no one came back to the phone. The third call with the 3rd representative did send me to a manager. After speaking to the manager for several minutes, the phone call went straight to music while I was still talking to the manager. I don't know if there is an issue with the phone lines, but this entire situation has me very upset. I have been trying to understand why I was charged $18. From what I was told by the manager, I only used $244.98 of the $262.96 on the original booking on August 18th. Today, August 19th, the flight total increased because of the change in dates. I did this change online only. It asked for my credit card info, and I gave it my info. I was then charged $18. I called Spirit all of these times to try to understand the charges. They said I should have selected to use the flight credit when I changed the flight dates. I told the representatives each time that I did not know I had a flight credit remaining after booking on August 18th. I am told I can't receive a refund for the $18 I paid. Now it seems as though there is $36 I won't have access to. I had an almost $18 credit that I did now know about, and then I paid $18 because the website asked me for my credit card information. I don't understand the reason no one will help.

  Business Response

  Date: 08/21/2025

  Hi *****, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your booking issues in reference to the booking you modified and the level of service you received fell short of excellent. We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. Ive shared your comments with the *********************************** 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.
  
  You cannot use a Reservation Credit when a booking is modified. Reservation Credits can only be applied to new bookings. This was advised when you were issued the Reservation Credit and in the Reservation Credit guidelines. 
  
  As a one-time courtesy, I have applied the Reservation Credit and issued a refund of the $18.00. $18.00 has been refunded to the **** ending in 2001. Refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds.
  
  We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit! 

  Customer Answer

  Date: 08/21/2025

   
  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:08/19/2025

  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.

  Flight gets delayed 3 times and then we get on the plant it's after 11 pm just to get ready to take off to be then takes back to the gate because they claim they had a mix up with the flight attendants. This is THE MOST INCOMPETENT airlines tgat exists and then we had to sit another hour before taking off with no regards then they don't even offer us anything to drink not a snack NOTHING just a FCU sorry. The should refund the entire fckn flight instead of stealing our hard earned money for these trash flights

  Business Response

  Date: 08/21/2025

  Hi ****, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I'm very sorry to hear about your experience with us.  Before we continue, please keep in mind that we are all humans here and anticipate the same respect that we are providing to you. Profanity is not something that we appreciate, nor will it be tolerated, and while I understand that you're in a stressful situation - I want to emphasize this.
  Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.
  
   
  To assist you, provide your confirmation code, and e-mail address used when booking your reservation.