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

  84 State St Boston, MA 02109-2202

• 

  Spirit Airlines

  114 N. Raliegh Avenue Atlantic City, NJ 08401

• 

  Spirit Airlines

  Atlantic City Airport ATLANTIC CITY, NJ 08401

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

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:08/10/2025

  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.

  Date 8/9. Was viewing my reservation and exploring prices and plane seats for 8/24 flight and sering what costs associated with potential changes. No where in the process did it sate I was changing anything. I back arrowed on web page to exit but page crashed and reloaded with a modification for a different flight date. I contacted business immediately after seeing a credit card charge. I saved the chat transcript in fact. I called today and spoke to two different representatives making it 3 total now. For them to fix my reservation would cost me additional $175. Thus turning a $44 flight into approximately $300 total over technical issues.

  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 issues in reference to the booking you modified. 
  
  When you click change flights it prompts you to select the flight you are requesting to modify. When you click the requested flight, you are agreeing to the previously agreed upon cancellation and modification policies. On the screen it lets you select a flight and provided the Term's & Conditions, our records show you selected a flight and clicked the continue button to process the modification. There were no glitches our outages of any Spirit's platforms as confirmed by our ***************** team. The booking was modified as requested. It is the guest's responsibility to ensure all booking information is correct before securing/modifying their bookings. 
  
  As outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable. 
  
  If you'd like to book a reservation, change or cancel a reservation, or manage travel, we recommend using ************************ - its cheaper too! If you have an issue you can't resolve here, one of the numbers below should suit your needs. 
  Spirit Sales and ***************************** and Domestic
  You can call us Toll Free at 1-855-SAVE-555 *************) or
  text us at *****, or use ************ on WhatsApp
  24 hours a day/ 7 days a week
  *When calling from Mexico dial *********
  
  Assistance for the hearing impaired
  
  For TTY/TTD dial 711
  
  
  
  Have a great day!

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23727440
  
  I am rejecting this response because:  spirit is known to not help customers. I will no longer fly ********************.  This seat could have been resold. I will check into tonights flight but not use  I booked a flight home through American Airlines. This is an example why Spirit went bankrupt  

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

• Initial Complaint

  Date:08/10/2025

  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.

  I paid $22 for an exit row upgrade seat but had to move my seat because I told the flight attendant I was a nervous flyer! They need to refund me my $22!Confirmation: MM4QFG

  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 recent experience. Our records show you were previously assisted on another case. I have provided the response you were sent below. Our response remains unchanged, no further refund is due. 

  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 would like to sincerely apologize for your recent experience with one of our Flight Attendants being unpleasant and I can assure you the level of service you described is not a normalcy for Spirit. Rest assured, I would be happy to further review your refund request.
  
  Please know when selected an exit row seat there are requirements that must be met to sit in  the seat and I have included a link below that provides additional details on our exit row seat requirements.
  
  **********************************************************************************
  
  Nonetheless, I would like to sincerely apologize for the service of our Flight Attendant and we greatly appreciate you for sharing the details of your experience as it gives us a chance investigate the service of our Team Member 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.
  
  Please know a refund in the amount of $22 was issued on August 13th back to your **** ending in 1138. Refunds are processed immediately on our end but may take 3-7 business days to post to your account. Please be advised that refunds are processed immediately on our end and once a refund is issued, we are no longer in possession of the funds.
  
  *******, 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

  
  

  Customer Answer

  Date: 08/19/2025

   
  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:08/10/2025

  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.

  We want our money to be reimbursed and paid an extra due to appalling experience leaving our family feel abused by airlines position to force to take whatever was presented Our recent experience with Spirit Airlines was nothing short of appalling. We were originally scheduled to fly out of ******* on August 2nd, but just a day before, we were informed of a delay in our first flight a delay that would make us miss our connecting flight. After long hours on the phone with their customer service, we were told there were *no same-day alternatives*. This caused us to lose an entire day of our vacation, along with the cost of our hotel stay.Unfortunately, the return leg on August 9th was equally if not more infuriating. Once again, our first flight was delayed, putting our connection in jeopardy. After yet another round of frustrating phone calls, we were offered options that were completely unreasonable, with no acknowledgment or apology. We ultimately had to accept a route with **two stops, a 6.5+ hour overnight layover**, and a **total journey time of more than 21 hours door to door**.To make matters worse, our request for a hotel stay was *flatly denied* Spirit claimed it was not their fault. As a family of four with **young children**, we were forced to **sleep in the airport terminal**, completely abandoned and ignored by the airline. The treatment we received was not only unprofessional but truly **inhumane**.This experience left us feeling helpless, frustrated, and exploited treated like disposable passengers instead of paying customers. ********************** showed no sense of responsibility or compassion, and we would **strongly advise others to think twice** before booking with them. What we endured was unacceptable, and no family should ever have to go through something like this

  Business Response

  Date: 08/18/2025

  Hi Gautam, 
  
  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 Gautam,
  
  Thanks for bearing with us while we reviewed your note to the **************************** (DOT). 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.
  
  Im sorry to read about the difficulties you experienced during your travels with us from ******* (OAK) to ****** (EWR) with on August 2nd. Our records indicate that flight was delayed due to an upline crew delay, which was impacted by weather and Air Traffic Control (ATC) decisions. When an aircraft experiences a delay in one station, it regrettably causes a domino effect, which results in subsequent delays for the stations to which the aircraft is scheduled to fly. We do all that we can to avoid these disruptions to Guest's travel plans, but at times they are unavoidable.
  
  In the case a Guest misses their connecting flight due to an uncontrollable circumstance, they will have the option of receiving a refund or being re-booked on the next available Spirit flight. I see you were rebooked on the next available Spirit flight departing the following day and travel was completed. Regarding your return flight on August 9th, I can confirm that your flight from EWR to ********* (LAS) was delayed due to  upline weather and Air Traffic Control (ATC) decisions. You spoke with our ************** on August 9th and were provided your options. I see that you were rebooked on the next available Spirit flight and successfully completed travel. 
  
  Since the flight delay was considered uncontrollable due to upline weather and ATC decisions outside of our control, we are unable to reimburse any incurred expenses, which is in line with our Contract of Carriage and ************* Plan. Please note that hotel accommodations are not something we provide for a delay due to upline weather. Additionally, there is a not a requirement from DOT for carriers to reimburse Guests in these scenarios.
  
  I assure you that we are committed to offering quality ************* and ensuring that your flight experiences are both positive and memorable. I hope that despite this incident, we get a chance to welcome you on a future Spirit flight. 
  
  Should you find you need further assistance, please do not hesitate to reach out.
  
  Best regards,
  
  *******
  DOT Specialist 

• Initial Complaint

  Date:08/09/2025

  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.

  My name is ******** First Class ******** ********. I travel on military leave with 4 family members, including my kids, to *********** on Aug. 29, 2025.I originally booked the correct MSY to LAX flight through **********************. Wanting an earlier departure, I booked directly with Spirit but mistakenly selected the wrong origin (LAX to MSY instead of MSY to LAX). The correct flight on the same date for the same passengers was still available for $57 pp ($285 total).Spirit already had my $399.95 payment for 5 passengers. When I called immediately after discovering the mistake, Supervisor ******* (employee ID ******* stated that no manual override was available, no escalation of my request would be offered, and no one-time courtesy waiver of the fees would be granted. I wasnt asking for a refund of the fare difference, only to correct the booking.Instead, I was told I must pay $104 per passenger ($520 total) in change fees over the phone later reduced to $395 online, still more than the cost of the correct tickets. This was for a same-date, same-passenger correction where the replacement fare was lower than the original, not a *************** avoid losing the trip for my family, I was forced to pay an additional $275 to secure the correct flight. This fee was excessive, disproportionate, and inconsistent with fair change practices, considering my duty status and the fact that the airline already had an overpayment. *** filed a formal complaint with the **** DOT (Case # pending). I am requesting that Spirit refund the full $395 change fee.Attached:1. Original Armed Forces Travel booking showing correct route and fare 2. Spirit change fee confirmation showing $395 fee and $275 paid 3. Passenger and travel details This is the first time I have encountered such a rigid stance and minimal effort for support from an airline. I respectfully request prompt resolution of this matter. Very Respectfully, SFC ******** ********

  Business Response

  Date: 08/18/2025

  Hi Chastity,
  
  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 following response. As such, the above position will remain unchanged.

   

  Hello Chastity, 
  
  Thanks for bearing with us while we reviewed your note to the **************************** (***). 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 deeply sorry to read about the difficulties you experienced regarding your flight modification. Please note, reservations can be changed or canceled by:
  
  visiting My Trips, entering their name and confirmation number,?then?proceeding with the steps to change or cancel a flight
  clicking here to chat with us
  direct messaging us on social media
  speaking to a ************* Agent at their local airport
  
  Changes can be made online up to one hour before scheduled departure. 
  
  If a Guest cancels a reservation within 24 hours or less from booking, for a flight that is seven or more days away, they are eligible for a full refund in the original form of payment. Guests who are not entitled to a refund will receive a Reservation Credit for the value of the reservation. Airfare, government taxes and fees, ancillary fees, and carrier fee differences may apply when making itinerary changes to a reservation. No change or cancel fees apply, only to Spirit First and Premium Economy bookings, however, a fare difference may apply. For the Value Travel Option, a fee applies for cancellations or modifications made to Value bookings.
  
  In this case, your reservation was booked on July 23rd and you called to inquire regarding modification on August 8th for your flight scheduled to depart on August 29th. As such, a modification fee applied as your reservation was purchased as a Value Travel option and the request was made outside 24 hours of the booking. Nevertheless, we apologize for any inconvenience this may have caused. I hope that this information was able to clarify any confusion. 
  
  I assure you that we are committed to offering quality ************* and ensuring that your flight experiences are both positive and memorable. I hope that despite this incident, we get a chance to welcome you on a future Spirit flight. Should you find you need further assistance, please do not hesitate to reach out. 
  
  Best, 
  
  Lex G
  Spirit DOT Compliance Team

• Initial Complaint

  Date:08/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket on Spirit in 2024. I selected a "Spirit Saver" flight as it was the cheapest, not understanding that Spirt Savers is a "subscription" annual fee attached of $69.95. No where was this explained to me at checkout, and since I bought the ticket I just assumed there was nothing extra. A year later, in June of 2025, I was charged $69.95 from spirit, and there was "No description" listed next to my account account on ************************. Thinking this was a fraudulent charge as I hadn't flown the airline in a year, I disputed the charge with my credit card. Several weeks later my bank reversed the charges and said I had "benefitted from this transaction" even though I had no idea what the charge was for. Finally, I called Spirit and was told that I was notified by email and even sent the emails that supposedly went to me. When I researched my emals, I had NO RECORD of receiving these, probably because I unsubscribed from their airline long ago. They did not text me to warn they were going to charge me my "annual fee" - if they had I would have called IMMEDATELY. Now they are saying they won't return my fee unless I get a note from my bank saying they reversed the charge. This is such a bait and switch....I see there are TONS of Reddit articles where they do this all the time! So apparently many other customers are buying the cheapest ticket, not realizing they are signing up for subscription fee.

  Business Response

  Date: 08/18/2025

  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.

  Customer Answer

  Date: 09/12/2025

  I never received any call from their DOT representative.  When I called Spirit and asked to speak to a supervisor, they said they wouldn't help me unless I obtained a letter from my debit card saying they reversed the charges back to me.  I have a bank notification and screenshot that they reversed the charges so I don't understand why I need to get a note from my debit card which has already closed the case and charged me for this.

  My refund should not be tied to getting a written letter from my bank, which I am still waiting for, and for which I have now requested for the 2nd time.  In the meantime, I have no recourse.

  Business Response

  Date: 09/15/2025

  Below is the response that was sent to you by our DOT Team. The response remains unchanged. 

   

  Hello ******, 
  
  Thanks for bearing with us while we reviewed your note to the **************************** (***). 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.
  
  Im very sorry to read about the difficulties you experienced regarding your *********** membership. According to the details provided in the letter of the note to DOT, I was able to locate a *********** Membership account for ****** ******* under the Free Spirit ID **********. After further review, I found that you enrolled in our *********** on June 25th 2024 by paying the enrollment charge of $69.95, when you booked your flight online for reservation UQFK5E. As you enrolled in the membership for this booking, you agreed to the terms and conditions of the club which state that memberships are non-refundable, non-transferable, and are automatically renewed yearly. Additionally, an email reminder is sent to Guests to remind them that their Spirit Saver$ Club membership will auto renew along with a link to review the terms and conditions. Based on our records, this email was sent to the email address we have on file for you; ************************* on May 27th, 2025. In this case, you would have had to cancel the membership prior to the auto-renewal date to be eligible for a refund. However, as the membership was not cancelled, a charge of $69.95 was billed to the credit card on file. Additionally, I see that you filed a dispute with your credit card company for this charge and we are unable to assist further until the dispute process is completed. For additional details regarding this charge, please follow up with your financial institution.
  
  I assure you that we are committed to offering quality ************* and ensuring that your flight experiences are both positive and memorable. I hope that despite this incident, we get a chance to welcome you on a future Spirit flight. Should you find you need further assistance, please do not hesitate to reach out. 
  
  Best, 
  
  Lex G
  Spirit DOT Compliance Team

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23722839
  
  I am rejecting this response because, none of your information addressed my concerns.  My concerns are that customers are just selecting the "CHEAPEST" option that they don't understand that is is some kind of club.  Other airlines do not make you pay for clubs unless it is an elevated club through miles or for extra perks, not when you are selecting the cheapest option as a customer.  Your tactics are further explified by me, being a disabled ****** with a brain injury, don't "understand" the finer points of what I am sighing up to, which is a subscription service with an annual fee.  If I signed up to ************ and had no idea I was signing up for a "club" which is actualy subscription based, not miles based, and if never used their service, I'd expect a refund from ****** too. This is not unique, you cannot blame me if I've not received your renewal notice, I unsubscribed from you or blocked you long ago since again, I AM NOT USING THIS AIRLINE.  This is why I filed a complaint with my credit card, because I had NO IDEA what you were charging me for, and then filed the *** because this is an unfair consumer practice.  I assure you I am not the first ****** to have this issue, I bet there are a ton of elderly people who don't understand that either and then don't complain.  I'm complaining becasue it's an unfair business practice period. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 09/16/2025

  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.

• Initial Complaint

  Date:08/08/2025

  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 with Spirit on August 2nd 2025 to *********, **. Upon checking with the person Im going to visit I realized I booked a flight to a city I dont need to go, given that the tickets were purchased less than a week ago, Id like a refund, I dont expect 100% refund. But at least 80% Spirit is refusing to cooperate offering only credits which do me no good to book a flight to where I need to go.

  Business Response

  Date: 08/18/2025

  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. 
  
  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
  Our records show you were previously assisted. Your concerns have been thoroughly reviewed and our position remains unchanged. As outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable. 
  If you'd like to book a reservation, change or cancel a reservation, or manage travel, we recommend using ************************ - its cheaper too! If you have an issue you can't resolve here, one of the numbers below should suit your needs. 
  Spirit Sales and ***************************** and Domestic
  You can call us Toll Free at 1-855-SAVE-555 *************) or
  text us at *****, or use ************ on WhatsApp
  24 hours a day/ 7 days a week
  *When calling from Mexico dial *********
  
  Assistance for the hearing impaired
  
  For TTY/TTD dial 711
  
  
  Have a great day!
  
  

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23722624
  
  I am rejecting this response because: VERY rarely are plans cancelled within 24 hours. I wouldn't have a problem in accepting the credit, the problem is that every representative I have spoken to has been rude and dismissive. I am not asking for anything impossible, I cancelled 6 days after booking my flight with 54 days before the flight. There is no reason whatsoever to work with me to try and find a solution that works for everybody not just the corporation.

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

  Business Response

  Date: 08/19/2025

  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.
  

• Initial Complaint

  Date:08/08/2025

  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.

  On 6/24/2025, I purchased two round-trip tickets from *********** to ********* with Spirit Airlines (confirmation number: UKUP5Z) for $381.14. As of 8/8/2025, Spirit modified my itinerary three times. The last change occurred when my return flight was canceled, and I was rebooked on another flight.When I called Spirit to adjust my return flight, the agent discovered my departing flight had also been removed without my knowledge or consentand confirmed I never received an email notification (as verified by a manager). The agent rebooked me on a departing flight a day earlier than planned, forcing me to miss another workday and pay for an extra hotel night.The agent stated he received approval to issue me a hotel voucher to offset this cost and promised it would arrive within an hour along with my updated itinerary. The voucher email never arrived. Over 8/4, 8/6, and 8/8, I spoke with multiple representatives. I was told that if the original agent had misinformed me, Spirit would review the call transcript and honor the commitment. However, after follow-ups, I was informed they would not issue the voucher, even if their own records confirmed their agents error.When I asked a manager (*****) why they review call transcripts if they wont correct their mistakes for customers, he said they use them only for employee matters, not to provide remedies to ************* addition, Spirits repeated last-minute changes have caused the cost of alternative flight options to increase significantly, leaving me with fewer and more expensive choices for my travel. I hope Spirit will address this matter promptly so that I do not have to explore additional avenues to recover these costs and ensure other consumers are not similarly affected.

  Business Response

  Date: 08/18/2025

  Hi ********,
  
  Thank you for reaching out to Spirit!
  
  We have received your correspondence as submitted to the *************************** 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 flight interruption in reference to your Schedule Change.
  Schedule Changes are inevitable for all airlines and are necessary at times to support operational needs and to better service our guests. 
  
  If the schedule change does not work for you, we can offer you one of the following;  a refund to the original form(s) of payment, re-accommodation on the next available Spirit flight or a reservation credit.
  
  Upon review, our records show were provided your options and the booking was modified as requested.
  
  Spirit does not issue reimbursement for any out of pocket expenses due to Schedule Changes or Schedule Cancellations. This is outlined in Spirits agreed upon Contract of Carriage. I have provided the agreed policy below for reference.
  
  Schedules are subject to change without notice. Spirit is not responsible or liable for making connections (on its own flights or flights of any other carrier), or for failing to operate any flight according to schedule, or for changing the schedule of any flight.
  
  As a one-time courtesy, we can cancel this booking and issue you a full refund but there will not be any meal/hotel vouchers issued.
  
  
  Have a great day! 

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23721108
  
  I am rejecting this response because:
  

  While I understand that schedule changes occur, my complaint is not about the fact that my flight schedule was modified. The issue is that one of your agents, after confirming my departing flight had been removed without notice, explicitly promised me a hotel voucher to offset the costs I would incur. He stated he had obtained approval and that I would receive the voucher within an hour along with my modified itinerary.

  
  That voucher was never provided, despite multiple follow-up calls. Other Spirit representatives later acknowledged that if the agent misinformed me, Spirit would review the call recording and take responsibility. It is therefore not accurate to say that my options were limited to refund, re-accommodation, or reservation credit because I was given a specific assurance of a hotel voucher that Spirit has since failed to honor.

  
  This is not simply a schedule change issue covered under your Contract of Carriage; it is a matter of Spirit making a commitment to a customer and then refusing to uphold it. As a result, I will have incurred additional hotel costs and lost a workday.

  
  At this point, I am not asking for anything beyond what was originally promised: the hotel voucher (or equivalent reimbursement) that your representative confirmed I would receive. I respectfully ask that Spirit honor this commitment to resolve my complaint fairly.
  
  Sincerely,
  
  ******** ***

  Business Response

  Date: 08/19/2025

  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.

• Initial Complaint

  Date:08/08/2025

  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.

  On August 3rd I was supposed to board a flight on Spirit Airlines from ***** ** to ***************. The flight was scheduled to depart at 5:13 pm to arrive at 6:56 pm. I have attached my receipt. We boarded the flight then while we were sitting on the flight we were told to ******* the flight after they had already scanned our boarding passes. So they made everyone get off of the flight because the pilots were going to "time out" with the route they were given so we had to wait for the New Orleans flight to arrive to *******. We were given the option to call customer service and cancel our ticket free of charge which I did this while at the airport. I was told by customer service the refund would be instant. I did not reboard this flight. This flight did not fly out of ***** until after 9pm the flight was delayed for 5+ hours. I have called this company every day this week and have still not been refunded. I get the same run around and this is just flat out ridiculous. This is my first time booking with Spirit Airlines and it will be my last. I need to receive my refund immediately.

  Business Response

  Date: 08/18/2025

  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 recent experience in reference to your delayed flight.
  
  I found that your TPA-ATL flight was delayed 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 re-accommodation on the next available Spirit flight or if this option isn't feasible, a refund of the affected unused flight segment is issued. In these situations we dont offer hotel accommodations; refund for additional expense or other transportation.
  
  Your refund request has just been processed. $66.99 has been refunded back to the **** card on file ending in 5900. Please note: 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.
  
  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:08/07/2025

  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 booked a flight with Spirit Airlines totaling $302. Unfortunately, due to a sudden and unexpected family emergency, I had to cancel my trip. I immediately contacted Spirit Airlines upon receiving the emergency callwithin one hour of the eventand began trying to cancel my ********* experience with customer service was extremely frustrating. I was placed on hold for 45 minutes, then transferred to a supervisor which took another 30 minutes. After that, I spent an additional 40 minutes with a chat representative. Despite my efforts and the clearly explained emergency situation, Spirit offered me only $48 in flight credit.I find this completely unreasonable. Emergenciesespecially family-related onescan happen without warning. Expecting customers to provide sensitive personal documentation within 30 days as a condition to receive their full credit is unfair and violates the spirit of reasonable customer service. Additionally, under *********************** Portability and Accountability Act), individuals are not required to disclose or share medical information, especially with non-healthcare entities.Spirits refund policy is overly rigid and lacks compassion. Nowhere in the booking process is it made sufficiently clear that in the event of a family emergency, the airline will withhold nearly the entire value of a purchased ticket unless the customer meets documentation burdens under unrealistic time constraints. This policy feels intentionally exploitative.I rarely fly Spirit Airlines, and this experience has only confirmed why. I am requesting a full refund or, at the very least, a full credit of $302 for future travel. Denying that requestgiven the circumstancesis unreasonable and unethical.

  Business Response

  Date: 08/13/2025

  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.

  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 WNDB4D, our record shows that this reservation was cancelled as requested. 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. 

   

  Have a great day! 

   

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23716575
  
  I am rejecting this response.

  Thank you for your response and for confirming the cancellation of reservation WNDB4D. However, I remain dissatisfied with the outcome and would like to clarify and reiterate my position.
  
  
  While I understand Spirits general cancellation policy for non-refundable fares, my cancellation was not simply a change of plansit was the result of an unforeseen and urgent family emergency. I began contacting Spirit within an hour of receiving the call that prompted the cancellation, spending over 1.5 hours on hold and in chat with your representatives in good faith to find a reasonable solution. After paying $302 for the reservation, I was ultimately issued a mere $48 credit, which is unacceptable and frankly insulting given the situation.
  
  
  Spirits policy of deducting a $99 cancellation fee and only issuing partial creditregardless of circumstanceslacks flexibility and compassion, especially when emergencies arise. Furthermore, requiring documentation for a family emergency raises serious concerns around HIPAA privacy laws, and I should not be forced to violate the privacy of my family or myself in order to reclaim the value of a ticket I paid for.
  
  
  While I understand Spirit aims to keep fares low, this should not come at the cost of ethical treatment and fair accommodations for guests facing unavoidable emergencies. Other carriers have found ways to balance affordability with basic human consideration, and I urge Spirit to do the same here.
  
  
  I respectfully request a full refund in the form of future travel credit equal to the amount I paid ($302). I am not asking for cash backI am simply asking for Spirit to honor the value of the flight I canceled due to a documented emergency beyond my control.
  
  
  Thank you again for your time and consideration. I look forward to a more reasonable resolution.
  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 08/18/2025

  As previously stated, 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 WNDB4D, our record shows that this reservation was cancelled as requested. 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. 

  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: 08/18/2025

   
  Complaint: 23716575
  
  I am rejecting this response because:

  
  Spirit Airlines has again cited their cancellation fee policy and claims this issue has been thoroughly clarified. I respectfully disagree.
  
  
  This was not a casual cancellationit was a family emergency, and I acted immediately. I reached out to cancel within an hour of the emergency call and spent nearly two hours between phone and chat trying to cancel my flight in good faith.
  
  
  Being charged a $99 cancellation fee and receiving only $48 in credit from a $302 ticket is unfair and unethical under these circumstances. Spirits policy does not account for legitimate emergencies and forces customers to choose between forfeiting most of their fare or providing private, sensitive informationwhich raises privacy and HIPAA concerns.
  
  
  This experience reinforces the public perception that Spirit is more interested in fees than fairness. Im not asking for cashjust that the full value of my ticket be issued as flight credit so it can be used when I am able to travel.
  
  
  The lack of compassion or flexibility is disappointing, and I hope this complaint pushes for more ethical exceptions in future cases like mine.
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/07/2025

  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 bought a flight from *********** to ******* which I later changed to ******. I bought a carry on bag for the trip at a later date (08/01/2025). I got an **** to the airport and then the flight was delayed and I would miss my connecting flight, The customer service at the airport was horrendous and they didn't offer me a refund saying I needed to go to ******* and be re-booked even though I would be stranded potentially. The next day flight would have me in *************** for over 8 hours transiting, Spirit emailed and offered a refund so I spoke to someone on the phone and refund was issued minus the change fees. I used some credit also. I don't understand how you can offer a refund and the charge me two change fees - even one should be refunded as it made up the flight and Spirit is the one who couldn't honor it and get me there to enjoy my vacation. I have been issued a refund to two different cards of the flight but not the bag fees of $130. **************** did provide a $30 voucher but this isn't even enough to cover my return **** trip. I would like a refund on the change fee and for my bags amount and either an additional refund of $30 to cover the round trip (receipts can be provided) or another $30 voucher. 5 phone calls and chats I haven't been able to resolve this and my vacation was ruined.

  Business Response

  Date: 08/18/2025

  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 recent experience. Our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our response remains unchanged. Below is the final response you were sent on 08/07/25. 

   

  Hi *******,
  
  Thank you for contacting the Spirits Guest Relations Team.
  
  I do understand that you are requesting a refund Please know that your concerns were not disregarded. Rest assured that I will do my best to further assist you.
  
  We sincerely apologize if your flight was delayed due to maintenance. We do all that we can to prevent these delays but at times they're unavoidable. We would rather ground a flight than jeopardize the safety of our passengers and crew. I know that this disrupted your travel plans and again we are sorry about that.
  
  We apologize for any inconvenience this may cause. In these instances, the options available are:
  1) Cancel the affected flight(s) and 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 for the full amount of your affected flight, to use towards your next Spirit booking valid for 5 years upon issuance.  
  
  Please be advised that you were issued a refund of $259.98 back to your Master card ending in *5448, and $43.08 on your Mastercard ending in *5733 on August 6, 2025. Refunds are processed immediately on our end but can take 5-7 business days to reflect in your account depending on the financial institution.
  
  Please be advised that modification fees are non-refundable. I can see here that you were issued a reservation credit when you modified the flight on the website. Let me give the details of its which you can find below.
  
  Reservation Code: 5760202285
  Amount: $81.00
  Expiration date:  June 13, 2026
  
  Your reservation credit:  
  
  -credit is only valid for 12 months and once it does expire, it cannot be reinstated.  
  -can be used for trips booked by the expiration date mentioned above
  -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 this reservation  
  -can be redeemed via ****************************** or by calling Spirit Reservations at ************
  
  You don't need to travel by the expiration date, you just need to book your travel by then. Kindly click this link to know more on how reservation credit works:
  **********************************************************************************
  
  Please be advised that I've issued a voucher on your reservation. 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. Your voucher is a single-use or one-time use voucher; you can only use it once even if you don't redeem the whole amount. 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:  *****************
  Voucher amount: $30.00  
  Expiration date: August 7, 2026
  
  For information on how to redeem your voucher, click  *********************************************************************************************************************************
  
  Moreover, please be advised that we are unable to honor the reimbursement since the delay is less than 3 hours. Thank you for understanding.
  
  If you have additional questions, you can check out our FAQs at *********************************************************
  
  If there's anything else you need, just let me know, I am here to help. Thank you for contacting Spirit Airlines and have a nice day!
  
  Best,
  
  Cindy 
  Guest Relations