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

  16000 Chamberlin Pkwy Fort Myers, FL 33913-8873

• 

  Spirit Airlines

  Mankato, MN 56001

• 

  Spirit Airlines

  5300 Riverside Dr Concourse B Cleveland, OH 44135

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/18/2025

  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.

  August 14, 2025 I was trying to purchase a flight for me and my 4 children from FLL - LBE round trip through the Spirit website with their points+cash system. My transaction did not go through, but somehow I was still charged $779 for the points purchase. I called the airline and they reassured me that nothing went through and there was an error, but the money was taken out of my account. So I talked to more representatives over a 2 days that explained I could complete my booking by paying an outstanding balance of $495. I paid the $495, and was told that was actually a cancellation fee, but if the flight was never booked, I did not understand what I was cancelling. So, they issued me a credit for the $495 so that I could combine that with the points I purchased in error to buy my flight. That is when I found out the ****** points I purchased for $779 aren't actually worth $779 and I still would have to pay another $730 to complete my booking. At this point I realize I just need a refund or credit for the point purchase so that I can complete my booking. Now Spirit is saying the points are non-refundable and the only thing I can do is pay more money. I am stuck with a $495 credit, and ****** points that I paid $779 in error for, but no flight. I cannot afford to pay another $730. The original booking on August 14 was only $991. I have paid Spirit $1274 and am being told the only way to make it to my sister's wedding 8/22 is to pay more money. At this point, I am willing to drive from ******* to ************; I need the full amount I paid them for the points and "cancellation fee" so I can at least have some gas money. Spirit robbed me of $1274, I have received no service, and they're saying its non-refundable and there's nothing I can do. Please help.

  Customer Answer

  Date: 08/19/2025

  I was told, my card did not go through for the flight purchase, but it did go through for the points purchase. As you can see in this attachment it was 1 transaction and the transaction did not go through initially, so they void the whole transaction. Then it seems, a representative goes in and attempts to reverse the transaction, which leaves me left with points without a flight. I used the same exact card information so I don't understand how 1 transaction was accepted, but the other was not. I was even told, by multiple representatives, that nothing should have gone through because of an error in my billing address.

  Business Response

  Date: 08/20/2025

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

• Initial Complaint

  Date:08/18/2025

  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 flew with spirit Airlines and they lost my luggage. I was taking a cruise and my baggage did not reach my destination even though it was a direct flight. This ruined my cruise and Spirit did not try to resolve the situation. I filed a claim for my lost luggage. They approved the claim and sent a letter of settlement and said a check would be issued within 20 days. This was around May 20th, which was a month after my trip. I contacted them in June because I had not received the check. They confirmed that a check was issued but could not confirm it was mailed. They said they could not reissue a check for ****************************** August if I did not receive the check. I did not. I have contacted them and now they say the finance department will contact me in 7-10 business days. Everything is text messages and when I contact them by phone the customer service workers cant assist with anything. I am getting nowhere and they are just giving me the run around. They ruined my cruise, lost my belongings, and now there is no way to communicate with them to resolve the issue or get the settlement they owe me.

  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 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

  I have already filed a baggage claim with Spirit. The claim was settled for ****** which I was told I would receive within twenty days. However, I did not receive the check, which they say was issued on June second but Spirit could not confirm was actually mailed.  When I contacted them via the baggage claim website, they said if I did not receive the check by August to contact them again, which I have attempted,
  I was never assigned a claims specialist that they mentioned and have tried to use the website to get information about the payment and have been unsuccessful. This is the only way of contacting  only way to communicate with them is through delayed messaging on the same website. My questions have not been answered specific to my claim and I just get general answers. My last contact from them stated that I would be contacted by the finance department. However I have not  any communication from them in the last 7-10days, which is the timeline I provided. I am very frustrated because the only contact which I can talk to someone is the customer service number, and as stated in their response, they are unable to help or get me online with anyone that can.
  The claim is settled and the check supposed was issued in May.  I expected compensation, which is the timeline I was given. That has long passed and there is no way for me to find out what happened or arrange for a resolution - I was initially charged 70 dollars to check the bag and never saw it again after checking in for my flight. My vacation was a disaster due to not having and clothing, personal items or other things I had planned for. They did not try to assist in locating the bag once I realized it was not there and dismissed me saying it probably never made it on the plane. They did not try to locate it or arrange to get it to me if they found it. There were many things that were not covered and I am just out of luck. Trying to get any help looking for it back in ********* was a little better but the suitcase was not there. The 70 dollars was refunded as a travel credit which I will not be using so effectively I am out the checked bag fee as well as my belongings, and basically the cost of the entire trip. This is solely the fault of the airline for not putting the bag on the plane-even though they charged me to do so. Now they are giving me the runaround for the compensation that they determined was fair and there is nothing I can do but talk to a chatbot. I would like expedited payment or payment sent via cash app or other digital payment immediately. I understand that mishaps happen, but they have not followed through on making the situation right. 

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23761278
  
  I have already filed a baggage claim with Spirit. The claim was settled for ****** which I was told I would receive within twenty days. However, I did not receive the check, which they say was issued on June second but Spirit could not confirm was actually mailed.  When I contacted them via the baggage claim website, they said if I did not receive the check by August to contact them again, which I have attempted,
  I was never assigned a claims specialist that they mentioned and have tried to use the website to get information about the payment and have been unsuccessful. This is the only way of contacting  only way to communicate with them is through delayed messaging on the same website. My questions have not been answered specific to my claim and I just get general answers. My last contact from them stated that I would be contacted by the finance department. However I have not  any communication from them in the last 7-10days, which is the timeline I provided. I am very frustrated because the only contact which I can talk to someone is the customer service number, and as stated in their response, they are unable to help or get me online with anyone that can.
  The claim is settled and the check supposed was issued in May.  I expected compensation, which is the timeline I was given. That has long passed and there is no way for me to find out what happened or arrange for a resolution - I was initially charged 70 dollars to check the bag and never saw it again after checking in for my flight. My vacation was a disaster due to not having and clothing, personal items or other things I had planned for. They did not try to assist in locating the bag once I realized it was not there and dismissed me saying it probably never made it on the plane. They did not try to locate it or arrange to get it to me if they found it. There were many things that were not covered and I am just out of luck. Trying to get any help looking for it back in ********* was a little better but the suitcase was not there. The 70 dollars was refunded as a travel credit which I will not be using so effectively I am out the checked bag fee as well as my belongings, and basically the cost of the entire trip. This is solely the fault of the airline for not putting the bag on the plane-even though they charged me to do so. Now they are giving me the runaround for the compensation that they determined was fair and there is nothing I can do but talk to a chatbot. I would like expedited payment or payment sent via cash app or other digital payment immediately. I understand that mishaps happen, but they have not followed through on making the situation right. 

  Customer Answer

  Date: 08/25/2025

  Additional communication between myself and Spirit. I have also contacted customer services but they are unable to assist or provide information. The baggage portal is the only way to get any information about the baggage claim

  Customer Answer

  Date: 08/25/2025

  Additional communication between myself and Spirit. I have also contacted customer services but they are unable to assist or provide information. The baggage portal is the only way to get any information about the baggage claim

  Customer Answer

  Date: 08/25/2025

  Please note that they show the claim as closed although it has not been resolved and no payment has been received as of 8-25-25 

  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: 23761278
  
  I am rejecting this response because: There is no resolution identified. I have already followed the procedure and have not received payment. Spirit has not identified when or how they plan to resolve the payment settlement that they have already agreed to. I have attached the settlement letter sent to me by Spirit Airlines, stating that they would pay 718 dollars. They have not provided the payment and have not provided details about when a payment will be issued. 

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

  Customer Answer

  Date: 08/27/2025

  I do not understand why my complaint is closed. They agreed to a settlement but have not provided payment to me and have not provided any way to resolve the matter. The response they provided  did not provide any solution or way to address the lack of payment. They have also said they would contact me and have not. What is the point of filing a complaint if there isnt any proposed solution for the issue. I already followed theta procedure for a claim and agreed to the settlement. But they did not send payment and will not address the fact that payment was not received. I thought the BBB was for consumer protection, but it seems that is not the case. 

  Customer Answer

  Date: 08/27/2025

  I do not understand why my complaint is closed. They agreed to a settlement but have not provided payment to me and have not provided any way to resolve the matter. The response they provided  did not provide any solution or way to address the lack of payment. They have also said they would contact me and have not. What is the point of filing a complaint if there isnt any proposed solution for the issue. I already followed theta procedure for a claim and agreed to the settlement. But they did not send payment and will not address the fact that payment was not received. I thought the BBB was for consumer protection, but it seems that is not the case. 

  Customer Answer

  Date: 08/27/2025

  I do not understand why my complaint is closed. They agreed to a settlement but have not provided payment to me and have not provided any way to resolve the matter. The response they provided  did not provide any solution or way to address the lack of payment. They have also said they would contact me and have not. What is the point of filing a complaint if there isnt any proposed solution for the issue. I already followed theta procedure for a claim and agreed to the settlement. But they did not send payment and will not address the fact that payment was not received. I thought the BBB was for consumer protection, but it seems that is not the case. 

  Customer Answer

  Date: 08/27/2025

  I do not understand why my complaint is closed. They agreed to a settlement but have not provided payment to me and have not provided any way to resolve the matter. The response they provided  did not provide any solution or way to address the lack of payment. They have also said they would contact me and have not. What is the point of filing a complaint if there isnt any proposed solution for the issue. I already followed theta procedure for a claim and agreed to the settlement. But they did not send payment and will not address the fact that payment was not received. I thought the BBB was for consumer protection, but it seems that is not the case. 

• Initial Complaint

  Date:08/18/2025

  Type:Sales and Advertising 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.

  Our flight was canceled on 7/14/25 by Spirit airlines. Spirit canceled ******, ****, *******, and Ft. Lauderdale all in a row. Due to the cancellations all hotels were booked near the airport by the time we got through the line to find out what our options were. We had to book a hotel that was $300.00 per night that was 40 minutes away and pay a taxi to and from the hotel for $140.00. The next flight wasn't leaving ******** to ******* until Wednesday 7/16/25. We had to book with another airline which was $300.00 and wasn't leaving until Tuesday 7/15/25.We were supposed to be refunded ****** for the Spirit flight, but I never received the credit. I even waited 10 business days before I called my credit card company. Spirit says they refunded me the $****** but they haven't and I had to open a dispute with my credit card company. I am still waiting for the investigation to be complete. I've uploaded the email where they cancelled our flight and the chat conversation I had with a Spirit representative stating the credit was already issued.

  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. 

  Ive found that you also submitted a complaint with the ****************************. Our dot Specialist provided you with the below response. As such, the above position will remain unchanged.

   

  Hello *********,
  
  Thanks for bearing with us while your note to the Department of Transportation was being reviewed. They have asked us to respond to you directly, and I have taken a thorough look at your concerns as they are very important to us at Spirit.
  
  I am sorry to read your travel plans on July 14th were impacted by adverse weather and Air Traffic Control decisions. Rest assured that we were working diligently to return to our normal schedule and reaccommodate all impacted Guests as quickly as possible. 
  
  Our records confirm you opted to receive a refund of the affected flight which was issued in the amount of $135.98 back to the Discover card ending in *****. I apologize there was no sooner flight available to offer. Regarding compensation, since the flight cancellation was considered uncontrollable, compensation or reimbursement is not offered, which is in line with our Contract of Carriage and ************* Plan. Despite this experience, we do hope that you will continue to involve us in your future travel plans.
  
   Should you have any questions or concerns, please let me know and I will be happy to assist. 
  
  
  Kind Regards, 
  *****
  DOT Specialist II

  
  

• Initial Complaint

  Date:08/17/2025

  Type:Customer Service 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.

  Subject: Complaint Regarding Mistreatment During Boarding Confirmation #EL4Z2G Dear Spirit Airlines Customer Service,I am writing to share an unpleasant experience during the boarding process for Flight ********* boarding pass indicated Group 5, but I was traveling with my 4-month-old baby. As I have always done when flying with Spirit and other airlines, I approached the counter to ask about boarding early since families with infants are typically accommodated. The gate agent, Mr. **** ********, responded in a very rude manner and ordered me to move aside. When I explained that I was traveling with an infant, he raised his voice and told me that Spirit does not give boarding priority to families with ********* husband requested to speak with a manager, but Mr. ******** continued yelling at us instead of assisting. He also made me discard my glass with ice and water in an unprofessional and disrespectful way. This was an unnecessarily humiliating experience for my family.While I understand if Spirit does not have a policy to prioritize families with infants, the issue is not the policy itself but the lack of professionalism, courtesy, and basic customer service shown by Mr. ********* We travel frequently with Spirit, and this is the first time we have ever been treated this way.I simply want to bring this to your attention, and also highlight that the flight attendants on board were very kind; they offered me cold water after I had to discard mine. Their professionalism stood in sharp contrast to Mr. ********* behavior.Thank you for your attention to this matter.

  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 so sorry that 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 ******************************* for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

  Preboarding must be requested prior to the boarding process starting. Our records and statements show you approached the gate when boarding had already begun and was argumentative when the policy was advised. 
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.

  Customer Answer

  Date: 08/25/2025

   
  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, i really hope that they consider the feedback for training their staff. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/16/2025

  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 am writing to formally file a complaint regarding flight NK 1754 from *********** (MSY) to ******* (***). This flight was rescheduled three times before ultimately being canceled.According to Spirit Airlines, the reason given for the cancellation was weather. I strongly contest this explanation, as there were no weather issues at the time. Other airlines, including *****, operated their flights from *********** to ******* around the same time without any disruption.This situation represents a serious inconvenience and, in my opinion, an abuse of the weather exception. It is unacceptable that passengers are left without proper alternatives or compensation when the justification for the cancellation does not reflect the reality.I respectfully request:Appropriate compensation for the disruption and inconvenience caused.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,Athenais ******* Reservation Number: RQQJGX Ticket Number: NK 1754 Date of travel: 14JUL2025

  Business Response

  Date: 08/20/2025

  Hi Athenais, 
  
  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 truly sorry for the overall experience and for any interruption to your travel plans. I can only imagine your frustration this cancellation caused. 
  
  Your MSY-ATL flight was cancelled due to an Air Traffic Control (ATC) decision due to a weather-related issue. 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.
  
  When this happens, the options available to our Guests are a refund of the affected unused flight segment, re-accommodation on the next available Spirit flight or a Reservation Credit for the unused flight. In these situations we dont offer hotel accommodations; refund for additional expense or other transportation.
  
  We always aim to provide a trouble-free flight experience, but some situations are truly uncontrollable. 
  
  There's nothing more important to us than to send our guests to their destinations safe without delays and cancellations. However, please do note that not all flights use the same route to their destination. Weather conditions are not limited to the departure or arrival area but also within the pathway itself. This day, our route is affected by weather. Our guests' safety is of the utmost importance and continuing the flight will only risk our guests. I hope you understand.
  
  In your situation, I do see you were rebooked on the next available flight but our rebooking accommodations did not work for you, and a refund was requested. $37.99 was refunded to the **** ending in 5389 on 07/14/25. Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution.
  
  Since this cancellation was caused by weather that is beyond our control, Spirit does not provide reimbursement for pre-planned/paid or out-of-pocket expenses such as a new flight. This decision is not based on a lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all our guests.
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit! 
  
   
  
  
  

  
  

• Initial Complaint

  Date:08/16/2025

  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.

  Date of incident: May 26, 2025 As an airline, they are responsible for making sure their customers are updated on all flight issues, changes ****** fiance and I were scheduled to fly home from *** to MCO on 5/26/25. Our original departure was 2:45PM. Our flight was delayed 8 hours and set to depart at 10:32PM. Although Spirit sent email and text updates, they failed to mention that the *** airport shut down at 6PM every evening. Upon arriving to *** at 7PM we were told we were not allowed into the airport along with a huge group of customers on the same flight. At the time, I was pregnant and left stranded at the *********** with no solution besides booking another flight. I was not offered a refund or voucher for the inconvenience and then had to figure out lodging and transportation at 11PM by the time a representative told me there was nothing they could do for us. I have filed a claim and have been in contact with a representative from Spirit via email after being told I will have my expenses (new flight, lodging, rental car) reimbursed for their error. It is now August 16, 2025 and I am still begging for a reimbursement from Spirit. It has been 2 weeks since I responded to their last email and while on the phone with a representative the only help they can provide us with is telling us to wait 24 hours for another response. I spoke with someone named **** Employee # ****** who was incredibly rude and dismissed every question I had regarding the matter with empty answers. Spirit has a reputation for being a terrible company with even worse customer service. This is not only unprofessional, but a safety issue. If they would have given sufficient updates that included airport closure times, we would have avoided this situation, but instead we are left begging for a refund due to their incompetence.

  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 so sorry that the level of service you received fell short of excellent and about your recent experience. 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. 
  
  To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  Have a great day! 

  Customer Answer

  Date: 09/08/2025

  Confirmation code: OGCVXL

  Email: ********************************

  Business Response

  Date: 09/09/2025

  There is no reimbursement due as this flight was delayed and still operated. You were issued a refund for the unused flight on 05/26/25 in the amount of $179.70 back to the **** ending in 4631. There is no further refund due. 

  You were also issued 2 (two) $30.00 Future Travel Vouchers are valid for a single use with no remaining value after its use. It can only be used by the Guest it was issued to and is non-transferable. Future Travel Vouchers can only be applied to the flight portion of the base fare including carrier fees and taxes. It cannot be redeemed for cash and cannot be used for any other products including vacation packages, car rentals, bags, and seats. Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system.  You can redeem vouchers online at ************************** or by calling our ******************* at **************.

  We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies unfortunately; we are unable to issue any further compensation nor is reimbursement due. 
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23756242
  
  I am rejecting this response because:

  I was in communication with a Spirit representative that told me if I sent in my receipts for the additional hotel room, extra day with my rental car, additional flight with a different airline etc, I would be reimbursed after they reviewed the receipts. I sent in receipts for every additional fee incurred from their mishap. 
  

  Yes, they refunded my ticket, but I had to buy an additional flight even though I missed my flight because of their miscommunication. 
  

  It is absolutely disrespectful how Spirit operates, and Im not sure how they even stay in business. 
  

  After I sent the receipts in, the representative told me my rental car receipt was denied because the dates were off. They did not acknowledge any other recipients and from that point on I was unable to get a response from anyone. 
  

  Every time I call them on the phone, they tell me I have to wait 24 hours for a response, and if not, I need to call back. 
  

  This has been going on since May. They keep spinning me around in circles without any resolution. 
  

  The refunded ticket does not make any of this better. They left me stranded and did not have any flights out of the area for 2 more days - which is why I ended up having to book with JetBlue. 

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

  Business Response

  Date: 09/10/2025

  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: 09/10/2025

   
  Complaint: 23756242
  
  I am rejecting this response because:

  I was told my additional expenses would be covered by spirit if I provided re wipes - which I did.

   

  After sending my receipts in, Spirit stopped responding. Hence why I had to report this incident to The BBB.

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

• Initial Complaint

  Date:08/15/2025

  Type:Order 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.

  Continued conflicting information given by several spirit employees. The amount I was credited was changed.

  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. 

  Our records show you were previously assisted. Your concerns have been reviewed, and our response remains unchanged. The response we previously sent is below. 

   

  Hi *****,
  
  Thank you for contacting Spirits Guest Relations Team. We're sorry for the delayed response. Our email inquiries have been higher than usual.
  
  We highly appreciate the time you spend in reaching out to us concerning the same day charges and the service your received from our agent. We would be more than happy to assist you for possible compensation and option for you. We're sorry to hear about the inconvenience caused by the flight change fee and the given service might have cause you.
  
  I was able to locate and verify your reservation, XLCJPZ, and found that the booking was tagged as no-show after it was not boarded or cancelled before the departure schedule.
  
  I see that your flight encountered a schedule change. Sadly, there are times when we have to make changes to our scheduled operation. We apologize for any inconvenience this may cause. For your future reference, in these instances, the options available are:
  
  1) Receive a refund back to the original form of payment 
  2) Be rebooked on another Spirit flight at no additional cost or
  3) Receive a Reservation Credit which will be valid for 5 years, for the full amount of your affected flight, to use towards your next Spirit booking
  
  Due to changes and as a one-time courtesy for the missed flight, I have reinstated the reservation credit you used for the booking. Your credit is:
  valid for 5 years from the date of issue and can be redeemed for any trip available in the system at the time of redemption.
  can be redeemed by yourself or anyone of your choosing.
  can be used for multiple bookings until the full value is used. 
  can be applied toward airfare, travel options, additional baggage, taxes, and fees.
  can be redeemed via ************************** or by calling Spirit reservations at ************.
  Reservation Code: XLCJPZ
  Amount: $1171.98
  Expiration date: August 12, 2030
  
  Click here for more information on how to redeem your credit.
  
  I can assure you that the level of service you described is not a normalcy with Spirit. I've shared your comments with our ****************** team for review and training purposes. *****, without your feedback, it would be hard for us to determine exactly where we need to improve our operation.
  
  *****, we know that we won't be able to change your previous experience with us, however, I would really like for you to fly with us again, so I've issued you a future travel vouchers each that will be valid for 12 months as a compensation.
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. 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 and are only good for single use unless otherwise stated. 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 ************.
  
  Name: **** Tones
  Code:58479588560100001
  
  Name: **** *****
  Code:58479602120200001
  
  Amount of each voucher: $30
  Expiration: August 13, 2026
  
  For information on how to redeem the voucher, click here.
  
  We again apologize for the changes and inconvenience this caused you. We hope that despite this incident, we will get to welcome you onboard another Spirit flight.  
   
  If you have additional questions, check out our?FAQs here,?text us at *****, or ?use ************ on WhatsApp.
  
  If you have other flight concerns, just let me know. Have a great day!
  
  Best,
  
  ******
  Guest Relations

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23751619
  
  I am rejecting this response because:
  I did not receive the *******. I only received ******. Please correct this 

   

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

  Business Response

  Date: 08/21/2025

  That was a typo. You were issued $171.98 which is the exact amount you paid. The same amount shown on your original receipt. 

  Customer Answer

  Date: 08/21/2025

  I have been sent the amount as ******* several times and spirit needs to uphold the original amount. 

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23751619
  
  I have been sent the amount as ******* several times and spirit needs to uphold the original amount. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/15/2025

  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.

  Company: Spirit Airlines, Inc.Address: ****************************************** Complaint:On Monday, 11-Aug , I was scheduled to fly with Spirit Airlines on Flight Nk1055 from ******* to **************, departing at 9:15 AM. I arrived at the airport on time and received my boarding pass at 8:14 AM. There was no verbal announcement or clear signage about the boarding gate closing time. The only mention was in very small print at the bottom of the boarding pass, which was not sufficiently noticeable.Despite being issued the boarding pass, I was denied boarding. My checked baggage was loaded onto the aircraft without me and flown to the destination. As a result, I was stranded at the departure airport, forced to cancel my entire trip, and I am still waiting for my checked baggage to be returned.Because I missed the outbound flight, my return flight scheduled for Friday, 15-Aug, is now unusable, leading to additional financial losses.

  Business Response

  Date: 08/20/2025

  Hi YangJoong, 
  
  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 issue in reference to your missed flight. 
  
  We'd like to review your missed flight details. If you fail to make yourself available for boarding at the gate at least 15 minutes prior to the (original) scheduled departure time for domestic flights; or 30 minutes prior to the (original) scheduled departure time for international flights, you run the risk of forfeiting your flight.
  
  Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website: 
  ***************************************************************************
  
  When a guest misses their outbound flight and fails to notify our Reservation Center or Airport staff prior to missing the flight, their return flight is automatically cancelled. It is the guest responsibility to  reach out to us prior to their travel time if there are any changes to their travel plans to ensure that their return flight is saved.
  
  As a one-time courtesy Ive created a Reservation Credit in the amount of the missed flight. Your Reservation Credit is available and can be redeemed online or by calling our ******************* at **************. 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: JKLCRM
  Amount: $878.94 
  Expiration date: August 20, 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. 
  ********************************************************************************************************************************
  
  Spirit does not issue refunds or reimbursement for guest who miss their flights. 
  
  We hope to welcome you on board a future Spirit Airlines flight soon.

• Initial Complaint

  Date:08/15/2025

  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 have a credit voucher of $504.95. With the uncertainty of Spirits future, I would like a full refund to my original payment method. I have tried contacting them & a 45 minute wait to chat with someone turns into hours of waiting with no contact.

  Business Response

  Date: 08/20/2025

  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. 

  All Spirit flights are operating as normal. 

  As outlined and agreed upon in Spirit's Contract of Carriage, all fares, fees and ancillaries are non-refundable and non-transferable.

  There is no refund due nor will one be issued. 

• Initial Complaint

  Date:08/13/2025

  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 husband and I were waiting for out original flight at 10am on 8/10/2025, which ended up being cancelled due to it being "too hot", then we were told to go on a different flight, we boarded left the gate then they brought us back told us to deplane, then we were told we would be put on stand by when we got to the gate were we were put on stand by they told us the flight had been boarded and they couldn't scan us in anyway because it looked like we had already boarded (the status didn't change on our ticket when we were told to deplane), so that's 3 flights we couldn't get on, then finally we were put on stand by on a 4th flight around 5:30pm which we almost missed also becuase when they told us it was already being boarded, and ended up getting home at 8pm. The airline gave us a food voucher for $24 but we were going up and down the airport so we couldnt even use them since it was for airport use only. We then received 2 flight vouchers for $30 each, which i find quite insulting since I paid about$90 each for the flights.

  Business Response

  Date: 08/20/2025

  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.
  
  Our records show your flight was delayed due to a maintenance-related issue. Delays and irregular operations, although rare, do occur. Please know that we never want to interrupt our guest's plans. We do all that we can to leave on time, but the safety of our guests and crew will always come first.
  
  You were rebooked on the next available flight and travel has been fully boarded and completed. Spirit does not issue refunds for services rendered. 
   
  We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this delay affected your travel arrangements; unfortunately, we are unable to issue any further compensation for this delayed flight.
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.