Complaints

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

close

Find a Location

Spirit Airlines has 16 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

• 

  Spirit Airlines

  114 N. Raliegh Avenue Atlantic City, NJ 08401

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

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:08/07/2025

  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.

  A piece of luggage was damaged in transit from ********* to ***********. I filed the claim the morning after my flight, and was denied quickly because I missed their submission window. They expect you to file a claim within 4 hours of arrival. They had no **** at the airport, however, upon arrival and discovering the damage. I have pursued this matter further over email and over the phone, and was sent back to the airport for a bag inspection. I went not once, but twice. Both times, again, there is no employee from this airline present, despite my having emails showing their **** claim I can go any time and be helped. I did these airport visits while recovering from surgery, and should not have been up and around. The only reason I was willing to do it in that timeframe was I have already been chastised for not meeting their four hour reporting window. Absolutely ridiculous. This company is intentionally making claims difficult and refusing to help. Disgraceful.

  Business Response

  Date: 08/13/2025

  Hello ****,

  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 position remains unchanged. You did not file your report in the alloted time, which was disclosed in the agreed upon Contract of Carriage.  

   

  Hello ****,
  
  Thank you for reaching out to Spirit. I received your escalation and wanted to reach out to you directly from our Corporate Office.
  
  I am sorry to learn that your baggage was damaged recently. Rest assured I will do my best to assist you. After review, I see that your bag claim was denied due to normal wear and tear. In accordance with Spirit's Contract of Carriage, section 7.7.b.i. Protruding parts such as wheels, feet, external pockets, pull and extending handles, hanger hooks, external locks, pull straps and security straps if this loss or damage occurred as a result of normal wear and tear. 
  
  ***********************************************************************************************;
  
  I have issued a Future Travel Voucher (FTV) to be used towards future travel. Your FTV 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). It can only be used on a new reservation and used only by the Guest it was issued to, as it is nontransferable. Vouchers cannot be used towards bags, seats, or onboard purchases. You do not have to travel by the expiration date, but the voucher must be applied to a new reservation by the expiration date for any future date available in our system. You can redeem vouchers online at ************************** or by calling our ******************* at ************. 
  
  Guest name: **** ******
  Amount: up to $30.00
  Voucher code: *****************
  Expiration date: August 12, 2026
  
  For information on how to redeem your voucher, click here.
  
  Kind regards,
  
  ***
  Corporate Guest Relations - Coordinator II

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23714800
  
  I am rejecting this response because: It seems very clear and apparent that your 4 hour policy for submitting a complaint is malicious and specific to ensure you do not have to pay out first complaints from customers. Nobody would know or assume that a window that restrictive exists without prior experience in an incident with your company. Furthermore, you make it very difficult to comply by not having employees available to handle issues in person at the time they would be discovered. I attempted to find an employee of your airline to address the damage immediately upon landing, but nobody was present, as is apparently often the case at the *******************. To make matters worse, you wasted both my time and money via gas costs traveling to and from the airport multiple times to seek further aid from employees at the airport. The guidance I received is that I can go anytime, and someone will always be there to help. The truth is, your airline employees are ALMOST NEVER present at the airport. This also occurred as I was recovering from surgery in a sensitive area, causing unneeded pain and frustration. The gross incompetence of your "customer service" **** coupled with the ********************** inability to maintain a staff present makes my interest in being a customer in the future rapidly dwindle. If you view my flight history for frequency, I believe I was fairly loyal. To include getting a credit card sponsored by your airline in a show of support during a challenging financial time for your company. Way to bite the hand that feeds you. 
  
  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.

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23714800
  
  I am rejecting this response because: At this point, I feel in my soul that your company does not care whatsoever about the damage caused by your employees, and you are choosing to double down on a blatantly disgraceful policy of reporting window for issues. This is amplified by not having employees available on site to accept any claims, or handle any issues. Pure neglect as an institution for customer service. Furthermore, I am appalled and disgusted by the lack of care when such extreme incompetence of phone or email customer support is identified, compounded by the physical and emotional pain and distress resulting from my following the grossly inaccurate directions of your employees. I fear this will remain unresolved permanently, and no training or modifications will occur to make this better for others in the future. Truly disappointing. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:08/06/2025

  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.

  am writing to formally dispute the charges for my recent flight with Spirit Airlines due to an appalling and unacceptable experience. Our flight was scheduled to depart at 9:30 PM on August 1st, 2025. Conf # EKNUHJ flight 1051,but was delayed by an hour. After finally boarding, we were left sitting on the plane for an additional hour and a half, only to then be told to evacuate because there was no captain available to fly the *********** clear communication was provided. No vouchers. No guidance. Absolutely no accountability from your staff.We were told by your customer service agentswho were completely unhelpful and lacked any accurate informationthat we could leave the gate to rebook our flight at the counter and return through the same exit without going through *** again. I followed those instructions and left my children at the gate. Once I exited, I was informed by an officer that I would not be allowed to reenter and would need to wait until 4:00 AM when *** *********** was approximately 1:00 AM at this point. I explained that my children were inside the terminal alone. The officer showed no concern whatsoever. I had no choice but to instruct my children to also exit and help carry all our luggage out. We ended up having to sleep on the bare floor next to an escalatorexhausted, cold, and with zero support from Spirit Airlines.We rebooked our flight for the next morning at 7:30 AM, but no apology, no accommodation, no reimbursement, and no basic human decency were ever offered to us.This was one of the worst travel experiences I have ever had. I understand delays and cancellations can happen, but the complete lack of responsibility and compassion displayed by your staff is inexcusable. I am formally requesting a full refund for the flight, along with any applicable compensation for the severe inconvenience, lack of service, and emotional distress caused.

  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.

  I am sorry to hear about your recent experience. Our records show you were previously assisted on another case. Your concerns have been thoroughly reviewed and our position remains unchanged. Below is the response you were previously sent. 

   

  Hi *****, 
  
  Thank you for contacting Spirit's Guest Relations Team. 
  
  We sincerely regret to hear about your experience with Flight 1051 on August 1, 2025, and we appreciate you taking the time to share the details with us. We want to assure you that your concerns have not been overlooked, and Im more than happy to assist you with this matter.
  
  We understand how frustrating and distressing it must have been to face a delay, board the aircraft, and then be asked to deplane due to the absence of a captain. The lack of communication, support, and guidance you describedespecially while traveling with childrenis deeply concerning and not reflective of the service we strive to provide.
  
  Please accept our sincerest apologies for the inconvenience and discomfort you endured, including the overnight wait and lack of assistance from our team. We recognize the impact this situation had on you and your family, and we are truly sorry for the emotional and physical toll it caused.
  
  According to our records, your flight was delayed due to weather and Air Traffic Control (ATC) conditions. While we do everything possible to avoid such disruptions, the safety of our guests is always our top priority. We understand how frustrating and disruptive cancellations can be, and were truly sorry for the impact this had on your travel plans.
  
  In situations like this, we offer re-accommodation on the next available Spirit flight, or if thats not suitable, a credit or refund for the affected segment. Based on our records, your flight was successfully completed, and we apologize that we are unable to uphold your request for a refund.
  
  As a gesture of goodwill and appreciation for your patience and understanding, weve issued Future Travel Vouchers for your reservation:
  
  Voucher Details:
  
  Guest Name:  ***** ABDIJANOVIC
  Voucher Code: 58432188200100001
  Amount: $30.00
  Guest Name: ***** TUMBUL 
  Voucher Code: 5843224568700001
  Amount: $30.00
  Guest Name: ******* ABDIJANOVIC
  Voucher Code: 58432363831300001
  Amount: $30.00
  Expiration Date: AUGUST 7, 2026
  
  You may redeem your voucher online at ****************************** or by calling our ******************* at ************. Please note that vouchers are single-use, non-transferable, and can be applied only toward airfare, taxes, and feesnot toward additional services, onboard purchases, or vacation packages. Reservations must be made before the expiration date, though travel may occur afterward.
  For detailed instructions on how to redeem your voucher, click here.
  If you have additional questions, feel free to check our FAQs at  *********************************************************************** reach out to me directly. Im here to assist and ensure a smoother travel experience for you in the future.
  We look forward to welcoming you on a Spirit flight soon!
  
  Best,
  
  Grace
  Guest Relations

• Initial Complaint

  Date:08/06/2025

  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 at the airport through Spirit airlines I then canceled the ticket never leaving the airport and my money was never returned

  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. 
  
  I am sorry to hear you cancelled your booking.
  
  If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.
  Be advised that a Guest who purchased the Value Travel Option that initiated a cancelation or modification after 24 hours of booking to their non-refundable reservations will be billed with cancelation or modification  charges. For modifications, 0-6 days out is $99.00 plus the difference in airfare, 7-30 days out the charge is $79 plus the difference in airfare, ***** days out is $59 plus the difference and no charge for trips more than 60 days but the difference in airfare will be charged. Guest who initiates guest-initiated cancellations are charged the $99.00 per person cancellation fee.  These charges are in place to help keep our fares low for all our Guests and waiving the charge to change or cancel a reservation isnt an option we offer.
  For more information regarding our Modification/Cancellation guidelines, I've included the link below for your reference.
  Optional Services | Spirit Airlines
  
  For further review, provide your  confirmation code, and e-mail address used when booking your reservation.
  
  
  Have a great day! 
  

• Initial Complaint

  Date:08/06/2025

  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.

  A supervisor confirmed that I will be receiving my credit for my flight. I had sent my obituary in for proof and then I was told I would receive my credit and I called back to confirm where my confirmation email and then I was told by another agent that I will not receive a credit. I am frustrated and exhausted with their lies and going back and forth once I was already approved and told I would receive my credit. I just want my total of $135.96 back and I was still even going to spend it back with spirit for a later date but told they can not change my flight but just issue the credit so I can purchase the flight for a later date. Its ridiculous being told one thing and then get back on the phone and another representative says I have to pay $198 to cancel and then purschase the flights again for $135. I need my credit as I was told.

  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. 
  
  I am sorry to hear about your booking issues in reference to the booking you cancelled. 
  
  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
  
  
  To better assist you, provide your confirmation code, and e-mail address used when booking your reservation. We also request the obituary or death certificate to verify your claims.
  
  
  Have a great day! 
  

• Initial Complaint

  Date:08/06/2025

  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.

  Had a flight @940PM 08/03/25. Arrived @850pm. Apparently there was an issue with check in. Had to go back to the front desk. Devante (photo 1) nearby employee, said 940? No worries you have plenty of ****** that he could check me in. He proceeded to help someone else, talk with others, then tell me it was too late to check in. Then, he went to find a manager to help. Although I was still apologetic for the inconvenience & tried to communicate that Ive never had an issue like this, the manager named ***** (photo #2, on right), said the flight was 92% boarded and its too late. You need to reschedule ***** belittled me, refused to assist me, told me to shut my mouth and listen. ***** was extremely rude & unhelpful. ***** said I needed to arrive to the airport 2 hours early next ****** doors close 45 minutes prior to boarding (Inaccurate) After trying to ask someone else for help, ***** refused to let me. ***** attempted to force her choice. ***** wouldnt let me speak to my employee of choice (although they were all open) looked to the womans desk I was standing in front of & apologized to her for putting her in the middle of the situation. She then apologized to ME no, I see whats happening, Im sorry (left of *****)I am a frequent flyer & make this trip often. It takes 7 minutes or less to get from the front door & through security to get to my gate. ***** then said there were no other flights - I needed to pay to schedule a new one. The treatment I received from her was abhorrent. Then, I stepped aside to call Spirit Airlines. I also opened Spirit messaging - had a 50 minute wait. It was now 9:26PM, 14 minutes until takeoff. Message received @23:11PM. I stepped back inside and asked a nearby Spirit emp the managers name/if there were other managers. She asked Was ***** able to help me, no She said-I know. Im really sorry. Im really sorry she wasnt nearby when this situation occurred. *** on phone/Spirit also apologized/said to file a complaint

  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.
  
  Im sorry to hear your flight was missed. We'd like to review your missed flight details. There is a 45-minute check-in cut-off time for domestic departures and 60-minute check-in cut-off time for international departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags. When a Guest does not complete the check-in process prior to the cut-off time, they are subject to their reservation being forfeited, and additional charges may be incurred. The flights cannot be reinstated, and the airfare & ancillaries is non-refundable.
  
  Due to lengthy TSA security checkpoint times, its recommended that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights.
  Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website: 
  *****************************************************************************************************************************
  
  Our records show you were rebooked on the next available flight with the $99.00 rebooking fee charged. Travel has been fully boarded and completed, Spirit does not issue refunds for services rendered nor any form of compensation for guest who miss thier flights. There are also no notes in your reservation to corroborate your claims.
  
  
  Have a great day! 

• Initial Complaint

  Date:08/06/2025

  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 July *******, I was scheduling a flight on ************************ and not being given the Savers Discount. I have been a member of Spirits *********** for 5 + years. The ticket was $299 and wasn't offering a Savers Discount on the tickets or bags I opened the chat with Spirit to inquire why I didn't get a Savers Option. I was told that the my Savers membership ended on July 24th I didn't question the *** and immediately tried to renew the membership. Until now, I realize that didn't make much sense because I was trying to purchase the ticket on July 22nd. After speaking to the ***, I tried to renew the membership but for some reason the card was declining. Initially it didn't send an Error message but as I kept looking for the savers options I wasn't able to get it. I opened the Chat again to see why I hadn't gotten the Savers discount. I was then told that my credit card had " DECLINED". I attempted 2x's more to get the membership, now I am seeing a red Error message so I called my Credit card Company. My ********** said that they weren't seeing a declined transaction on their end and that it wasn't on their end, it was Spirit declining the ******* some point in the attempts to get the Savers Discount, the actual flight ticket that was waiting to be purchased at a Savers Discount was actually purchased. I immediately CANCELED that purchase.Upon reviewing my CC statement, I realized that I noticed a Spirit charged. Again, I opened the chat to inform the agent of the incident, He couldn't assist with a full refund. I then asked to speak with a Supervisor, the supervisor was very rude and unhelpful. Upon his request, I provided him with copies from the chat showing the transaction declined but the ticket was charged; he said that I needed to take a screenshot of the error message. I stated to him that the message didn't state to take a screenshot but stated to call the number on the message or open a chat which is what I followed. Again, no full refund was given.

  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. 
  
  I truly apologize for any difficulties encountered with your reservation. Our records show the **** card on file is currently in dispute. Any credit card disputes received by our accounting department will be investigated and handled in conjunction with the financial institution.  As such all funds have been frozen until the ***** business days investigation has been cleared. At this moment we do not have any further information to provide, and we also cannot refund or issue any compensation as there is an investigation underway. Please contact your financial institution for further assistance. 
  
  
  Have a great day! 

  Customer Answer

  Date: 08/26/2025

  The **** investigation has ended.I received a telephone call from my Credit Card stating that, " Spirit provided my ****************** with the Spirit cancellation policy and have stated that $99 was taken for the cancellation and the additional amount was given as a credit"

  After further explaining my concerns about the complaint I was told to reach out to Spirit again to resolve the issue . If not, to file a dispute with the card.

  The actual complaint was not addressed. I am aware of the Spirit Cancellation Policy my issue is that I was trying to renew my Spirit Savers Membership prior to purchasing a ticket and I kept receiving a DECLINED message. Unbeknownst to me Spirit did charge the card for the ticket in error. But, I was not allowed to renew the membership.  This was not a CC BALANCE ISSUE... IT WAS A SPIRIT WEBSITE ISSUE.

  I received several DECLINE messages that it prompted me to reach out to my Credit Card. I did not notice that the ticket was paid when I contacted the Credit Card.

  All of this is an error! 

  The complaint isn't about Spirits Cancellation Policy the problem is that there should NOT have been anything to Cancel. I WAS NOT TRYING TO PURCHASE THE TICKET!

   

   

   

  Business Response

  Date: 09/02/2025

  There are no declined payments shown. Our QA Team confirmed no issues or glitches with any of Spirit's platforms. Your financial institution has ruled in favor of Spirit stating that the booking you secured is valid. There is no refund or credit due. 

  Furthermore, the system will automatically renew a Spirit *********** membership to the original card used, this was outlined in the Terms and Conditions you agreed to when you joined the program. Spirit is not liable or responsible for any declined payments. 

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

   

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 23707157
  
  I am rejecting this response because:I DO NOT BELIEVE THAT THE DOCUMENTS SUBMITTED WAS THOROUGHLY READ AND REVIEWED. I Submitted a chat response from Lissie Solvo *** stating, " I see that your membership is not active as the payment did not go through it was declined. Your membership expired on July 24, 2025, STOP SCAMMING YOUR CUSTOMERS!!!!!
  

  1. I have submitted several chat messages showing where the Spirit Agent stated to ME that my CC was declining.

  2.The membership wasn't automatically renewed as stated in your response. That is NOT ACCURATE!  I provided proof from the chat that my Membership had expired in July 2025 .If the membership renewed automatically then why was I told that my membership expired.

  3. My ********** stated to me that Spirit submitted the same refund policy that was given to me. My issue wasn't about the refund policy. I have been a customer of ********************** for years now, I'm familiar with the policy. My issue was the error message I received yet the ticket was charged.
  

  4. The screen was giving me a decline message while and at the same time charging the card for the ticket. ***** does have a record of the call inquiring about the declined transactions.

  5. My CC can and will provide written proof that the card balance wasn't an issue. THERE WAS NO NEED FOR THE CARD TO DECLINE! THIS HAS NEVER BEEN AN ISSUE! My CC wasn't declining, I was told that SPIRIT AIRLINES site was having an issue.

  6. STOP SCAMMING YOUR CUSTOMERS!
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:08/05/2025

  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 boarded flight 2173 on 8/1/25, I purchased my ticket and pre-selected my seat on July 13. I get on the plane. There is a large male already in my seat which is 2D, no explanation no apology nothing all the flight attendant said was sit here .Upon supposed investigation the flight attendant said that she explained to me the same benefits and also asked me if I wanted to switch which she never said any of those things all shes literally said was sit here the seat also didnt have the same benefits the seat is in the front row and a wide open space you cannot place your belongings under the seat nor can you use the basket-on the back of the seat because there isnt one in front of you, I also didnt receive priority security but thats not what I am upset about. Im upset the attendant isnt being truthful and that wasnt the seat that I selected. Point blank.

  Business Response

  Date: 08/13/2025

  Hi Breanna 
  
  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, our response remains unchanged. I have provided the response you were sent below on 08/12/25.

  Hi *******,
  
  Thank you for your continued correspondence. I apologize for the delayed response as I was out of the office and just came back today.
  
  I would like to extend my sincerest apologies for the inconvenience caused by the incorrect seat assignment during your recent flight.
  
  Please be advised that you were issued a reservation credit for your seat. Let me give the details of it which you can find below.
  
  Reservation Code: ENVTMA
  Amount: $40.00
  Expiration date:  August 12, 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:
  **********************************************************************************
  
  Moreover, please be advised that you were issued additional voucher. 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:  58438603171100001
  Voucher amount: $30.00  
  Expiration date: August 8, 2026
  
  For information on how to redeem your voucher, click  *********************************************************************************************************************************
  
  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 

  
  

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23705838
  
  I am rejecting this response because: this was handled horribly and a voucher fixes nothing because I wont be flying with spirit ever again 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/05/2025

  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 2, 2025, my boyfriend checked in one checked bag for flight NK1841 to ******* from *************************. Bag Number: **********. He noted when he checked his bag claim that the tag reported a destination of *** (*****************) which was definitely not where he was going. He was informed that he was given the wrong check and was not provided with a new one. (attached photo) When he landed in ******* he was eventually told that his bag was "left in ******". He immediately filed a claim for the missing bag: File ID: *************. (attached photo)Despite several follow *** and monitoring the "updates" he was informed that it could take up to 7 days to attempt to locate his lost bag. There has been no attempt to update on the status of the search and I took over the monitoring of the claim and have today used the online portal to ask for an escalation and am pending a response for next steps but there is a total lack of response or proper updates. While we're grateful Spirit got him to his destination in time for his cruise, the handling of the lost bag and the complete lack of information on the search is not transparent and looks negligent to the consumer. Especially for a bag he paid $70 to bring with him and contained the entirety of his needs for a cruise which he then had to attempt to replace in order to be able to GO on the cruise. We are saving all receipts for the required purchases to include in the claim to recover the costs of this lost bag for the duration of his vacation.

  Customer Answer

  Date: 08/08/2025

  Here are more details from their portal communications:
  08-05-2025 05:31 PM
  
  It's not enough to say you're looking for it with no updates, process or expectation updates. The information provided via the Bag Number, the initial "incorrectly issued" bag tag reporting a *** destination for the bag, and then the lack of response for several days is grounds for escalation. How do I escalate this issue AND ensure that the bag now properly returns to ************************* instead of going to ******* where it is no longer needed due to late locating of the bag?
  
  08-05-2025 06:27 PM
  
  Hi ******* ******,
  We would like to once again apologize for the mishandling of your bag. We deeply apologize for this inconvenience.
  We are actively searching for your bag, and as soon as we acquire any new information, we will be sure to reach out to you accordingly.
  If the bag is not found within 5 days, you can submit a Customer Property Claim Form on the website *********************************************************************.
  Please be advised that a Claim Form and all required documents must be submitted within 30 days. Original receipts of purchases made before the trip are required for items valued over $50. For interim expense reimbursements, all receipts are required for items purchased during the delay of your bag. All documents may be scanned and submitted to *********************************************************************.
  Thank you for flying with Spirit Airlines. We hope to welcome you on board again in the future.
  Kind Regards, ReKeisha Spirit Central Baggage Office
  
  08-07-2025 07:22 PM
  
  Still waiting did instructions on escalation
  
  08-07-2025 08:19 PM
  
  I'd also like to point out that the bag that originally provided should definitely be part of the search because wrong or not, it was what was provided when the bag was given to you. So even though it doesn't say ****** and went to *** instead of ORL where it was supposed to, that was the tag provided to him by the agent.
  
  08-07-2025 09:04 PM
  
  Good Evening,
  We do apologize for the inconvenience. However the bag was located in ***. In order for me to locate it, I had to put the tag that was actually placed on the bag in the system, I reached out to ***, and they will have the bag on the first flight tomorrow morning to MCO. Once MCO, receives the bag, they will reach out to you via email or by phone. We do apologize for the delay.
  Kind Regards, Asner Spirit Central Baggage Office
  
  08-08-2025 08:30 AM
  
  Do we believe that the bag will reach MCO before Sunday? Because, if not, we should really consider getting it back to BOS because **** flies home on Monday early morning.

   

   

  And here is the conversation in Instagram:
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  3:46?AM
  Spirit Airlines
  
  
  Hi ****- Your information has been escalated to my attention at our corporate headquarters. We're sorry for the delayed response. Thank you for contacting us about your recent experience with your checked bag. We understand how frustrating it can be to arrive at your destination and discover an issue with your luggage. Rest assured, I'll be happy to look into your concern.Thank you for your patience as we look into your delayed baggage concern. After reviewing your claim, we confirmed that your baggage was left behind in ****** on August 2, 2025. At this time, there are no new updates to share.Our baggage team is still actively investigating the situation and will provide you with an update as soon as more information becomes available. We truly understand how inconvenient this has been and appreciate your understanding while we work to resolve this matter.
  
  
  
  
  
  
  
  Spirit Airlines
  
  
  To do all that we can on our end to help, we have shared the information that we can see on our Central Baggage Portal, your contact information has been escalated to our ************************** team, and weve also provided their contact number *************) in our previous response so that you may communicate with them directly. **************************************************** ****, we would love to have another opportunity to serve you. We have issued a Future Travel Voucher (FTV) under this reservation in the amount of $30.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: reservation booking fee, non-flight service fees such like *********** enrollment).
  
  BagAgent Portal
  
  
  
  
  
  
  Spirit Airlines
  
  
  Vouchers cannot be used towards onboard purchases, services, travel insurance, or vacation packages. Vouchers are nontransferable and are valid for a single use with no remaining value after its use. You can redeem vouchers online at ************************** or by calling our ************** at ************.Guest name: ******, ******* Voucher code: ***************** Amount: $30 Expiration date: 8/8/2026 For the full terms and conditions, along with how to redeem your voucher, please click here. ************************************** If you have any additional details that may help our investigation, please feel free to share them with us.***** **Corporate Resolution Specialist**
  
  Spirit Airlines
  
  
  
  
  

  Current status:

  We're now stuck waiting to see if the bag actually gets to MCO before he leaves for home. WE had to tell them to go look for the bad based on the tag he was given with the completely incorrect information. And it doesn't look like their systems share data because we got the 'we found your bag in ***" message before they sent the message in the middle of the night indicating they were still looking. I'm still not confident of the actual status of the bag but the communication has had an uptick at least.

  Business Response

  Date: 08/13/2025

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

  Customer Answer

  Date: 08/13/2025

  The message Spirit sent to allegedly address our complaint is the standard message they send every time you contact them on ANY platform. It does not take into account that we had already filed a complaint properly within the hour that we discovered the bag had been "left behind".  

  At this time we have successfully recovered the bag ourselves after telling Spirit that since they weren't having any luck finding it that perhaps they should check DFW which was indicated on the baggage tag stuck to the baggage claim printout which had someone else's information on it completely  and not ******* Once we sent them that, the bag was "magically" located and was reportedly to be sent to ***. This is when Spirit stopped communicating at all AND the "baggage claim specialist" assigned to our open (it's still open, incidentally) claim unassigned themselves leaving us only with the automated message that we much open a claim... in a portal where we had to have an open claim to even BE.

  There was no communication about the bag being shipped to MCO, we found it ONLY because he went to look for it and found it himself. In fact, after he had recovered the bag and was preparing to get on his flight back to ******, Spirit called him and asked if he was missing a bag..... they didn't even KNOW that it has been picked up. According to their claim web site... it's still not reported as delivered and if we were to believe their systems, it is still lost. This leaves them wide open for less honest people than us whom would probably file a claim for all the "lost things" in their bag even if they were able to recover it.

  This experience was literally one of the worst customer experiences I have had in a very long time and the ONLY person that was useful was an actual person that was honestly trying to help me out when I finally got to talk to a human on WhatsApp. Their name was *******. That person needs a raise simply for understanding what customer service should look like.

  We have yet to file the claim for all the things **** was required to purchase in order to be able to go on his cruise with more than the clothes on his back and while I hope that goes more smoothly, I'm oddly unoptimistic.

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23705114
  
  I am rejecting this response because: There was no improvement in communication. The communication, in fact, got only worse. Not only that but the systems are all incorrect still also. This automated response is the same response we receive on every platform. This doesn't qualify as "improved communication".
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 08/18/2025

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

• Initial Complaint

  Date:08/05/2025

  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.

  August 9, 2024, I booked a flight for my 16 year old son and myself to visit my father in *********** from ********, ****. My father had just had heart surgery and needed care. I am an educator and single mother so this was a huge expense. Our flight ended up being delayed for 3 days. This caused us to miss out on our rental car reservation that we still were financially responsible for. When we went to the Spirit counter, no resolutions were offered. I took videos of the line going through the airport and posted to Instagram. Spirit ************ offered two voucher codes, one for me and one for my son within the next year. I was able to use my voucher but when I attempted to use the second by the expiration date, I was told only my son could use it. He is a minor, does not need to go anywhere and did not pay for the ticket. This is a dysfunctional and inequitable policy making the voucher non-redeemable.

  Business Response

  Date: 08/13/2025

  HiStephanie, 
  
  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. The below message was sent to you on 08/07/25. As outlined in the voucher policy, they are non-transferable and hold no cash value. 

  Hi *********,
  
  Thank you so much for contacting the Spirit's Guest Relations Team.  We apologize for the delayed response. Our email inquiries have been higher than usual. 
  
  We're sorry to hear that you have concerns with your vouchers.   We strive to make every part of a Guest experience with us uncomplicated, pleasant, and enjoyable. We appreciate you contacting us about this matter. I'd be glad to be of service.
  
  Upon check-in, you were issued a flight voucher. Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount goes towards the airfare, taxes, most ancillaries & fees. Vouchers cannot be used towards onboard purchases, services, travel insurance, or vacation packages. Vouchers are nontransferable and are only good for single use unless otherwise stated. You dont have to fly by the expiration date; just make a reservation before it expires. You can redeem vouchers online at ************************** or by calling our ******************* at ************.
  Guest name: **** *********
  Voucher code: 55645001030100001
  Expiration date: August 07, 2026
  
  Guest name: ********* Jorgensen 
  Voucher code: 55644991167200001
  Expiration date: August 07, 2026
  For information on how to redeem your voucher, click here. 
  
  Please know that we do all that we can to ensure that our guidelines are followed on a consistent basis, and we will ensure that we address this matter on our end.
  For additional questions, kindly check out our FAQs at *********************************************************.
  
  If theres anything else you need, just let me know. Im here to help!
  
  Best,
  
  
  April 
  Guest Relations

• Initial Complaint

  Date:08/05/2025

  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 of purchase. April 12, 2025 -Amount of purchase $143.98 -I received an email for a round trip flight to **********, ** -Company cancelled my flight without notice.-Company did not offer any solutions or try to resolve the problem. They kept saying they had no flights available. I checked their site and n/a was all the way up to January 2026.-The email with the offer was sent directly to me,

  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. 
  
  I am sorry to hear about your booking issues  in reference to your Schedule Change.  
  
  Schedule Changes are inevitable in all airlines and are necessary at times to support operational needs and to better service our guests. 
  As outlined and agreed upon in our Contract of Carriage, 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.
  
  Upon review, our records show that you were previously assisted, and a full refund was issued. On 07/24/25 $113.98 was refunded to the **** ending in 5573. 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. Generally, it can take up to 7 business days to receive your credit. Once a refund is issued, we no longer have the funds.
  
  Spirit does not provide reimbursement or compensation for schedule changes.
  
  While I know we can't change your past experience, I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.
  

  Customer Answer

  Date: 08/13/2025

  A full refund for my ticket with Spirit was returned however, I incurred an additional $200 with Greyhound for a ticket I had to purchase the night before my flight was cancelled (Greyhound ticket with date, time and cost is attached).  I am still being cooperative with your company because I was told and I saw it for myself that there were no flights available until 2026, two days later I received an email from you offering me a flight during August. I am only asking for my round trip by plane that you promised and could not provide.  Thats not asking too much for all I went through to catch a bus that was more than 19 uncomfortable hours. I also had to reschedule with ****** Transportation last minute and that I am not even asking for.  The honor and integrity of this company leads me to believe you won't be in business long.  Please honor the one time credit for the round trip ticket to **********, *** thank you 

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23704680
  
  A full refund for my ticket with Spirit was returned however, I incurred an additional $200 with Greyhound for a ticket I had to purchase the night before my flight was cancelled (Greyhound ticket with date, time and cost is attached).  I am still being cooperative with your company because I was told and I saw it for myself that there were no flights available until 2026, two days later I received an email from you offering me a flight during August. I am only asking for my round trip by plane that you promised and could not provide.  Thats not asking too much for all I went through to catch a bus that was more than 19 uncomfortable hours. I also had to reschedule with ****** Transportation last minute and that I am not even asking for.  The honor and integrity of this company leads me to believe you won't be in business long.  Please honor the one time credit for the round trip ticket to **********, *** thank you 

  Business Response

  Date: 08/18/2025

  As previously advised, Spirit does not provide reimbursement or compensation for schedule changes. This includes are pre-paid/planned expenses. 
  
  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: 23704680
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23704680
  
  I am rejecting this response because: They still owe me money for the inconvenience of having to purchase a last minute ticket with Greyhound for $200+ (Ticket attached) and a ***** hour trip that I had not planned for.  I know they don't think they caused me any problems but they do. My complaint has nothing to do with a change of flight. 
  
  Sincerely,
  
  ****** *****