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:08/15/2025

  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.

• Initial Complaint

  Date:08/13/2025

  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 fraud on my Spirit account took place on Monday 08-11-2025. I had no idea that someone used a small amount of my personal information to "verify" with Spirit in order to steal my account, and not all of that information was even accurate. She had my first name, last name, and potentially my address correct, but she had an incorrect birth date. I had no idea my account was stolen and used until I got a text from Spirit about my flight for that day (Monday, 08-11-2025). I immediately contacted them and was told that the person had my information and so they allowed them to not only change some of my information, including the email and password to my account essentially locking me out, but they allowed them to book a round trip flight under the name ***** ****** with all of my points from ***********, ** to ******, ** and back as well. I live in ************, so ********** is completely across the country. Spirit has basically refused to help in any way and won't refund my points. With how little information the person had and with how some of it was incorrect, the flights were nowhere near where I lived, the email address they used was ************************* which is not related to my name at all, and the flight was booked for someone named ***** ****** (not for myself or anyone with a similar name), all on the same day, I find it difficult to believe that this didn't raise any red flags for identity theft, unless someone who works for Spirit themselves did this/helped someone do this. All I asked for from Spirit was for my points back and I had a credit card attached to my account that the person may now have access to, and I asked if I should call *************** and they said no, but I had to have my card cancelled. I've been trying to work with Spirit on this for days, for many hours each day with no helpful results. I also asked if I needed to file a police report or a report with the *** and more than one person there told me no, but actually yes, I am.

  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. 

  Our records show you were previously assisted. The below is the response you were sent on 08/16/25. Our response remains unchanged. 

   

  Hi ****,
  
  Thank you for your patience while we investigated your concerns.
  
  Please know we were able to reinstate the ****** Free Spirit points back to your Free Spirit. To prevent further fraudulent activity,  we ask that you kindly reset your Free Spirit password. I've included the steps below to reset your password on ************************.
  
  1. Select "Sign In" on the homepage of **************************.
  2. From the sign in menu, please select "Forgot Password", and on the next screen enter in your Free Spirit account number or your email address.
  3. You must create a unique password that should at least be 8 characters with at least 1 uppercase letter, 1 lowercase letter, one numeric character, and one special character. Enter your new password under the "New Password" and "Confirm New Password" box. Then, click "Login".
  
  To confirm that you've successfully changed your password, you should see your name on the top of the page instead of Sign In. 
  
  If you have any additional questions or concerns, please let me know.
  
  Have a great day!
  
  Best,
  
  Alesha
  Guest Relations
  

  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:08/13/2025

  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 purchased a ticket from ****** to ************, **********. I am a US citizen, and I have been to ********** many times. I can provide stamps in my passport as well. This was my itinerary: BOS-MSY flight # NK1372 departure 8:10 PM arrival 11:07 PM on Feb 18, 2025. Flight confirmation LW4GQA. Second flight MSY-MCO flight # NK1695 departure 05:45 AM arrival 08:30 on Feb 19, 2025. Flight confirmation SH7QFV. Third flight MCO-SJO flight # NK1309 departure 09:16 AM arrival 11:24 AM on Feb 19, 2025. Flight confirmation SH7QFV. I checked in at the ***************** for all my 3 flights on the night of the 18th. Got all clearanceand stamped on my boarding pass. I flew to *********** and stayed there a couple hours, then I flew from there to ******* in the morning of the 19th. I showed my boarding pass and got into my flight. Our plane had to wait at the gate when we arrived at ***************. We approached the gate at 9:05 AM. I ran to another gate to catch my flight to SJO. My phone was dead, no battery. Me and 3 other people approached the gate at the same time. Agent by name ****** at the gate asked us if we had proper documents. I showed her my boarding pass and my passport. She asked if I had travel insurance and I told her that I have it and I have been to ********** recently, I tried to show her my passport but she ignored and asked me to show my insurance, I was trying to show her my documents, she ignored me and gate was getting closed and 4 passengers were left out. I had to spend an additional $700 in orderto fly to SJO. Please check that flight and you will see what I am talking about. I tried to contact Spirit Airlines but there is no way to reach someone in the US base. I am requesting to get a refund of that flight and my spendings at the airport and another flight purchase, which is $1250. I could not upload all supporting documents.Sincerely

  Business Response

  Date: 08/20/2025

  Hi Alek, 
  
  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. 
  
  Im so sorry to hear about your recent experience with us.
  
  Our records show that you distributed disruptive behavior which ultimately resulted in you not being able to board the flight and escorted out of the airport by local authorities. Our flight attendants and gate agents are put in a precarious position when faced with addressing inappropriate behavior.
  
  If the behavior escalates and the guest does not adhere to the direction of our staff, then they have no choice but to follow protocol to ensure in the proper handling of an incident of this nature.
  
  Alek, as per the terms of our Contract of Carriage, a document each passenger agreed to upon securing a reservation with us, states our Refusal to Transport, Conduct, and Condition regulations and Refund forfeiture if the required guidelines are not met: ******************************************************************************************
   4.4 Refusal to Transport
  Spirit may refuse to transport, or remove from any flight, any guest for the following
  reasons:
  4.4.1. Non-compliance with any government regulation  Conduct/Condition
  4.3.1. A guest shall not be permitted to board the aircraft or may be required to leave
  an aircraft if that guest:
  a. is disorderly, abusive, violent, or their conduct creates an unreasonable
  risk of offense or annoyance to other guests;
  c. interferes or attempts to interfere with any member of the flight crew in
  the pursuit of his/her duties, or fails to obey lawful instructions of flight
  crewmembers;
  4.3.2. If a guest is not permitted to board and/or required to leave an aircraft for
  safety and/or regulatory reasons under paragraph 4.3 and its subsections, the
  guest will not be eligible for a refund. 
  
  It is important to note, such display of disruptive behavior has led to guests being banned from flying on Spirit. 
  
  
  Have a great day! 

• Initial Complaint

  Date:08/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spirit charged me for carry on when they should not so the employees can get a commission. I use this same bag every-time I fly and today they charged to get a commission today. The workers were very rude and refused to scan my boarding pass and I had to scan the phone myself. This was unacceptable. I left from *** and attached are my flight documents. The agent needs to be reprimanded and legal action really needs to occur.

  Business Response

  Date: 08/19/2025

  Hi Javone, 
  
  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 on another case. Your concerns have been thoroughly reviewed, and our response remains unchanged. 

   

  Hi ******,
  
  Thank you for reaching out to Spirits Guest Relations Team!  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 truly sorry to hear about your recent travel experience and I can certainly understand how frustrating unexpected charges can be. Rest assured, I would be happy to further review your concerns.
  
  After a thorough review of your concerns, it was found that our Team Member asked you to size your bag and it did not fit entirely in the sizer box and you became upset when asked to pay for the bag. Please know your ticket includes your seat and a personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (18x14x8 inches) at the check-in counter, and also at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur a small charge. Keep in mind that baggage prices are cheaper when purchased in advance. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. All baggage charges are non-refundable.
  
  We appreciate you for sharing the details of your experience as it gives us a chance investigate the service of our Team Member at our *************** and work to improve our service. I can assure you, your email has been taken seriously and I've shared your experience with our Management Team for review and we will be sure to address this matter on our end. While we know that we're unable to change your recent experience please know we have created a Future Travel Voucher for you in hopes you will allow us another opportunity to provide a more pleasant travel experience. 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 (not covered: a la carte seats, reservation booking fee, non-flight service fees such like *********** enrollment). 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: ****** Tartor
  Amount: $30.00
  Voucher code: 58493020855100001
  Expiration date: August 14, 2026
  
  For information on how to redeem your voucher, click here. 
  
  Once again we're truly sorry for this experience.
  
  If you have any additional concerns or questions, please let me know and I would be happy to assist. 
   
  Have a great day! 
   
  Best, 
   
  Alesha 
  Guest Relations

• Initial Complaint

  Date:08/12/2025

  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 am writing to formally request a review and refund regarding my cancelled flight reservation.On April 24, 2023, I purchased tickets totaling $795.56. Unfortunately, I had to cancel my travel because my employer did not approve my vacation request. When I contacted Spirit Airlines, I was issued a credit of $427.60 toward future travel.I am dissatisfied with this resolution, as I have no plans to fly with Spirit Airlines in the future due to my negative customer service experience. For this reason, the travel credit is of no value to me, and I am requesting a full refund of the amount I paid.I would appreciate it if you could review my case and provide a refund to my original form of payment.Sincerely,***** ******* Reservation Number/code ON9DJX

  Business Response

  Date: 08/19/2025

  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 issue in reference to the booking you cancelled. 

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

  Our records show you were previously assisted back in 2024. You disputed the charges, and your bank ruled in favor stating the charges were valid. You were also sent the below message on 02/28/24.Since you did not use the extended credit, it has been fully forfeited. 

  Hi *****,
  
  Thank you for your patience while we looked into this for you. We apologize for the time it's taken us to respond to you. 
  
  We sincerely apologize for the inconvenience if you're not able to redeem your credit before it gets expired. I'll be happy to assist with your credit concern.
  
  As a final courtesy, I've gone ahead and process your credit. Ive included the information pertaining to your Reservation Credit (RC) below:
  
  Confirmation Code: ON9DJX
  Amount: $427.60
  Expiration date: May 9, 2024
  
  Guests linked to the original reservation may redeem this Credit online at ************************** or by reaching out to us through private/direct message. You'll just need to have the confirmation code above handy. Your credit can be used for multiple bookings until the full value is used toward airfare, bags, seats, taxes, and fees.
  
  The guidelines surrounding RCs can be found at our website, **************************. Ive included the direct link for your convenience:
  
  **************************************
  
  Please keep in mind that you do not have to travel by the expiration date, but travel must be booked by it.
  
  I've forwarded a copy of the reservation to the email address ********************** You can also access the flight itinerary online at any time by visiting ************************. Just click on the "My Trips" tab, then enter your last name and confirmation code ON9DJX.
  
  If you have additional questions, you can reply to this message and well be happy to assist.
  
  
  Best,
  
  Tab
  Guest Relation

  Customer Answer

  Date: 08/19/2025

  I dont want the redeemable credit. I was dissatisfied with your company, and I dont plan to ever travel with your agency again. I would like a refund of $427.60 to my account.
  
  

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23738661
  
  I dont want the redeemable credit. I was dissatisfied with your company, and I dont plan to ever travel with your agency again. I would like a refund of $427.60 to my account.

• Initial Complaint

  Date:08/12/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally report an unresolved issue regarding missing Status Qualifying Points (****) on my Free Spirit account. I am a Free ******************** cardholder through ***************, and per your published terms and conditions, **** are earned on flights, bags, seats, and credit card spend.Issue Summary:My credit card points consistently post to my Spirit account on the 23rd of each month.Historically, the **** from that spend follow shortly after typically between the 5th and 8th of the following month.On July 23, my points posted as expected. However, the **** for that spend did not post in August, breaking the usual pattern.Attempts to Resolve:I have contacted Spirit Airlines multiple times via phone, chat, and text. Unfortunately:I received conflicting information from different representatives.Some responses appeared to be improvised or dismissive.The issue remains unresolved despite repeated outreach.A representative told me that she was going to open a case to have the issue resolved. She later called and left me a voicemail stating that I received **** in 2023, but have not used the card, and I need to use the card because I have not used it. I believe that she might have mistaken my account because I opened the account in 2025 not 2023; and I have used the card continuously.Request:Please investigate and reapply the missing **** associated with my July 23 *************** credit card spend. I am requesting a resolution in accordance with your stated program terms.Thank you for your attention to this matter. I look forward to a prompt and accurate resolution.

  Business Response

  Date: 08/22/2025

  Hi Renadelca
  
  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 issue in reference to your Status Qualifying Points (SQP's)
  
  Status Qualifying Points (SQP's) are tracking units earned by members to measure progress towards earning Silver or Gold Status. **** are NOT the same as Free Spirit Points that are used for redeeming rewards. Both Free Spirit Points and Status Qualifying Points are displayed individually to members in their Account Profile on the ************************. **** are reset to zero each calendar year to track a member's progress to the higher Status level.
  
  **** post once every month, mid-month at the latest, but usually within the first 2 weeks.
  
  Our Loyalty Team has reviewed your account and found no issues and found all points have been awarded correctly. You had **** post in June, July and August. Your June points posted by July 8th and your July points posted by Aug 14th.
  
  
  Have a great day! 

  Customer Answer

  Date: 08/22/2025

   
  Better Business Bureau:

  I have reviewed the businesss response. While their reply misleadingly suggests that no issue existed, the matter was in fact addressed following the filing of the BBB complaint. Specifically, the issue with SQPs was corrected after the complaint was submitted. As of August 14th, the matter has been resolved.
  
  
  Sincerely,
  
  Renadelca *********

• Initial Complaint

  Date:08/12/2025

  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.

  Spirit cannot produce a written policy on a US government site, foreign government site or its own site about needing a return flight to the US upon exiting the country on an international flight. However, it will sping this news on travelers at check-in and make you purchase a return US flight. I asked the staff at *** to produce the policy and they came up with a one line sentence that is not public stating something like, if you do not have a return plate you may be denied entry. It was not official, it was not public, it did not include the word requirement or policy. I was also not provided with any documentation that I can attach. Spirit refused to check me in without a return flight.

  Business Response

  Date: 08/19/2025

  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. 
  
  Guests are advised to keep proper documentation on their person during travel. It is the guests responsibility to ensure they have the correct documents needed for travel to or from any international destination. Should documentation not be adequate or sufficient, guests will not be boarded.
  
  Please visit the *************** of State web site ***************************************************************************** detailed information regarding documentation requirements for international travel.
  
  Heres a link with more information: *********************************************************************************************************************************************
  
  I have also provided the below as it is found and was agreed upon in Spirit's Contract of Carriage when a booking is secured.
  
  Travel Requirements and Documentation The guest shall comply with all laws, regulations, orders, demands, or travel requirements (including but not limited to passports, visas, and health/immunization requirements) of countries to be flown from, into, or over, and with all rules, regulations, and instructions of Spirit. 4.2.1 Spirit shall not be liable for: a. any aid or information given by any agent or employee of Spirit to any guest in connection with obtaining necessary documents or complying with such laws, regulations, orders, demands, requirements, or instructions, whether given orally, in writing, or otherwise; b. the consequences to any guest resulting from his/her failure to obtain such documents or to comply with such laws, regulations, orders, demands, requirements, or instructions; c. any expenses incurred due to the guest's failure to comply with this provision.
  
  If you have any further questions or concerns you can reply to this thread. Be sure to include the confirmation code and email address associated with the booking in question.
  
  
  
  Have a great day! 

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23734810
  
  I am rejecting this response because:
  
  Spirit is still unable to direct me to wording/language that states a return ticket is a requirement for exiting the **** There is no universal **** government mandate requiring a return flight for all international travel. The **************** site provides country-specific pages clearly list such requirements per destination. The **** government reports requirements to help travelers prepare.
  When it comes to traveling from the **** to the country of my destination, the official **** Department of State site does not indicate a requirement for a return or onward ticket. The country's guidelines focus instead on passport validity, blank pages, visa-free entry for **** tourists, and an electronic immigration formbut no mention of a return flight or onward travel requirement is found on the page of the country I entered.

  The spirit site you referenced states, "Please note, some countries have specific rules for onward travel and/or return tickets.? Some countries may also have specific travel documents and/or vaccination requirements (including ******* and *****). It is your responsibility to ensure that you have the correct documents needed for travel to or from any destination. If you do not have sufficient documentation, you will not be allowed to travel with us. Please always have proper documentation during travel." 
  
  Spirit forced me to purchase a return ticket based on a baseless requirement. All I am asking is that if it is NOT a requirement then don't require a passenger to purchase a return ticket. If it IS a requirement, which so far Spirit has failed to produce sufficient evidence of, then send me the wording that I must have a return ticket for the country I was entering.

  Business Response

  Date: 08/20/2025

  As previously advised, the guest shall comply with all laws, regulations, orders, demands, or travel requirements (including but not limited to passports, visas, and health/immunization requirements) of countries to be flown from, into, or over, and with all rules, regulations, and instructions of Spirit. 
  
  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:08/11/2025

  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 traveled with Spirit Airlines on 6/2/25 from Cancun (CUN) to Ft. ********** (***). The booking included a connecting flight from **. ********** (***) to ******* (DTW). The *** flight to *** was scheduled to board at 1740 hrs, and depart at 1825 hrs. I spoke with an agent at the desk at 1811 hrs, as the boarding process hadn't started yet, and the gate was scheduled to close at **************************************************************** progress and that boarding would begin soon, the flight departures continued to show an on-time departure at 1825 hrs. Nearly an hour and a half after the flight was scheduled to depart, was when the flight began to board, with no updates via telecom or on the departure boards. However, I did receive text messages from Spirit with offers to pay extra to change my seat or get WiFi access. After the flight was fully boarded the flight pushed back, the captain informed the flight that the right engine was experiencing power failure. We were told that we would have to return to a different gate for maintenance and that we would need to deplane and that it should only take 30 to 45 minutes. While waiting, I received one email stating that the departure gate had changed however no departure time was listed. After waiting for more than one hour without an update as to when we would depart, I walked away from the gate to use the restroom, buy dinner and eat. When I returned to the gate I was informed that the flight had departed without me. The gate agent told me that she made three announcements that the flight was leaving, however I did not hear them. My frustration is simply that this issue was caused by an equipment failure. My end of this business deal was upheld by payment in full. The business' end failed on the part of not providing the service expected in a timely manner. I was then told by Spirit employees that it was my fault that I missed the flight, instead of taking ownership for the failure in equipment.

  Business Response

  Date: 08/19/2025

  Hi Cherokee, 
  
  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 recent experience in reference to your delayed and missed 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 FLL-DTW 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.
  
  As per the terms of our Contract of Carriage, in the event of a delay, Guests are recommended to remain in the gate area for updates and possible early departures. Spirit shall not be liable to any Guest who misses a flight, which departed earlier than the estimated departure time posted for the delay. This was agreed to upon securing a reservation with Spirit.
  
  Here's a direct link to our Contract of Carriage.
  
  Flight statuses can change at any time, and if we have the opportunity to get you on board our aircraft sooner, well certainly take advantage of that. Additionally, if you walk away from the gate, there are many places in the airport in which our announcements are inaudible.
  
  Our records show you were rebooked on the next available flight and travel has been fully boarded and completed. Spirit does not issue refunds for services rendered or reimbursement for guests who miss their flights. 
  
  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.
  
  
  Have a great day! 
  

• Initial Complaint

  Date:08/11/2025

  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 need to be reimbursed for the items that were stolen once my checked bag was returned to me after flight 811 landed in ******* on 2/11/2025. The flight departed from ***********, **..

  Business Response

  Date: 08/19/2025

  Hi Dereemus, 
  
  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.
  
  To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  Have a great day!