Business Profile

Airlines

Spirit Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

4,302 total complaints in the last 3 years.
1,040 complaints closed in the last 12 months.

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Submit a Complaint

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:06/16/2025
Type:Service or Repair 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.
My spirit account was hacked and ****** points were stolen by someone I do not know. I have called spirit multiple times on the issue wanting them to credit my account back. They keep giving me the runaround saying that someone will give me a call back. I have not been called or emailed about the issue. I made the claim with them in February and it is now June. I would like my account to be credited.
Business Response
Date: 06/18/2025
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 issues in reference to your Free Spirit account.

In order to review your account and update, we would need the following:

1) a photocopy of your valid ID (for verification)
2) your Free Spirit account number
3) the email address associated with your Free Spirit account
4) the exact number of points you are claiming to be fraud

We look forward to your correspondence.
Customer Answer
Date: 06/19/2025
spirit # 23026258
email address: **************************
Fraudulent booking was for ****** points see below.
Oct 11, 2024
******, **(EWR) - ************, IN(IND)
Free Spirit Award Booking
ON7PJQ
-17000 pts

Customer Answer
Date: 06/19/2025
Photo ID is attached
Customer Answer
Date: 06/19/2025
Photo ID is attached
Customer Answer
Date: 06/19/2025
Photo ID is attached
Customer Answer
Date: 06/19/2025
Photo ID is attached
Customer Answer
Date: 06/19/2025
Photo ID is attached
Customer Answer
Date: 06/20/2025

Complaint: 23476936

spirit # ********

email address: **************************

Fraudulent booking was for ****** points see below.

Oct 11, 2024
******, **(EWR) - ************, **(IND)
Free Spirit Award Booking
ON7PJQ
-17000 pts

Sincerely,

****** *****
Business Response
Date: 06/23/2025
Hi ******,

Thanks for your patience while we conducted our investigation.

This message is to inform you that we have added back the missing ****** points to your Free Spirit account. The points are already reflecting in your account and available for use.

In accordance with our previous exchange, we strongly suggest changing your password if you haven't already done so.

We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.
Customer Answer
Date: 06/23/2025

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:06/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a round-trip flight through Spirit Airlines from ******* (DTW) to ****** (DFW) for June 59, 2025. The flight to *** wasnt a big issuejust a minor delay, nothing to complain about.The return flight, however, was a nightmare. The night before my 6 a.m. departure, a storm hit and my flight was canceled. My rebooking options were extremely limited, so I had no choice but to rebook with an overnight layover in ******* (MCO).The flight to ******* was scheduled to depart around 8 p.m. and arrive just before midnight, so I booked a hotel near ***. That turned out to be a huge mistake. The flight kept getting delayed, and we didnt even board until after midnight. Just when I thought things were finally back on track, the pilots announced that they were deboarding and canceling the flight because they had reached their weekly flight hour limit. This was clearly a cancellation within Spirits control.When I called Spirit to rebook and request a hotel voucher, they told me the cancellation was due to weathereven though the weather was perfectly clear in both DFW and MCO. They claimed they couldnt provide a hotel voucher for weather-related cancellations. In other words, they lied to avoid taking responsibility.Thankfully, they managed to rebook me on a direct flight the following morning, and since my credit card offers travel delay protection, I booked a hotel myself. The next day, my flight was only slightly delayed, and I finally landed in *** around noon on June 10, ********, as Im trying to submit a reimbursement claim through my credit card, Spirit is refusing to provide the necessary documents: namely, a travel itinerary THAT INCLUDES MY PAYMENT INFORMATION, and an official statement regarding the reason for *************** this point, Spirit has screwed me over three times and the customer service has been abysmal. Overall, a terrible experience with a truly awful airline.
Business Response
Date: 06/16/2025
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 truly sorry for the overall experience and for any interruption to your travel plans. I can only imagine your frustration this cancellation caused.

Your DFW-DTW flight was cancelled due to an Air Traffic Control (ATC) decision due to a weather-related issue. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations.

When this happens, the options available to our Guests are 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.

We always aim to provide a trouble-free flight experience, but some situations are truly uncontrollable.

There's nothing more important to us than to send our guests to their destinations safe without delays and cancellations. However, please do note that not all flights use the same route to their destination. Weather conditions are not limited to the departure or arrival area but also within the pathway itself. This day, our route is affected by weather. Our guests' safety is of the utmost importance and continuing the flight will only risk our guests. I hope you understand.

In your situation, I do see you were rebooked on the next available flight and travel has been fully boarded and completed. Spirit does not issue refunds for services rendered.

Since this cancellation was caused by weather that is beyond our control, Spirit does not provide reimbursement for pre-planned/paid or out-of-pocket expenses such as a new flight. This decision is not based on a lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all our guests.

We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this delay affected your travel arrangements; unfortunately, we are unable to issue any further compensation.

While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!
Customer Answer
Date: 06/16/2025

Complaint: 23472411

I am rejecting this response because:
I understand that the flight from *** to DTW was canceled due to a storm. However, as mentioned in the complaint, my flight from *** to *** was canceled due to staffing issues, as confirmed by the pilots themselves during the announcement. Please review the complaint and investigate the actual events rather than relying solely on the records.
Sincerely,

*** ***
Business Response
Date: 06/17/2025
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: 06/18/2025

Complaint: 23472411

I am rejecting this response because:
It failed to address any of the points I raised in my previous response. Its simple to claim that you adhere to the companys guidelines when the reason for the cancellation is fabricated. Instead of dismissing my complaint, I kindly request that you review it.

Sincerely,

*** ***
Initial Complaint
Date:06/13/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We arrived for our flight at 345 am to go to *************** for a cruise. Spirits self check in machines were not working properly causing us to check in at 520 due to everyone else having to check in this way also. We missed our flight and our cruise to the ******* for our honeymoon. We filed a complaint with them and DOT and all we keep getting is we arrived late. I have a screenshot of what time our **** dropped us off at the airport. I would like a full refund on our flights to there with them our cruise and everything we purchased for it. Also a refund for the flight home we missed as well with AA.
Business Response
Date: 06/16/2025
Hi Devon,

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 **************************** (***) and a response was sent to you. I have provided their response below. If you have any further questions or concerns, you must follow up with the Department of Transportation (DOT) case.

Hello Devon,

Thanks for bearing with us while we reviewed your note to the Department of Transportation (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 that you were unable to make your flight NK-971 from ***************** to ***************, scheduled to depart at 5:45 am on January 6th. Please note that there is a 45-minute check-in cutoff time for printing boarding passes and checking in bags prior to the original scheduled departure time for domestic flights. After the cutoff, a flight is considered closed and the kiosks and our Team Members at the ticket counter can no longer process check-ins or print boarding passes. This means for your flight; you would have needed to complete the check-in process by 5:00 am. Based on our records, you arrived past the cutoff time to drop off baggage.

For this reason, we recommend that our Guests arrive at the airport at least two hours in advance of their domestic flights?so there is plenty of time to make their flight. Failure to travel on any flight segment of a booked itinerary and/or failure to modify or cancel their reservation 45 minutes prior to the (original) scheduled departure time will result in the cancellation of all subsequent flight segments on the itinerary and forfeiture of fare. You can find information regarding our check-in policy in Section 2 of our Contract of Carriage.

When a Guest misses a flight, we try our best to re-accommodate them on our next available flight for a $99 Same Day Change (SDC) charge per ticket. In your case, you were provided the next available flight for the following day at no additional cost as a courtesy and travel was successfully completed.

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: 06/16/2025

Complaint: 23465570

I am rejecting this response because:
I did try to respond to the *** case and have not had a response.
You stated that we had to arrive 2 hours before our flight and we did attached is a receipt from **** and the time that they had dropped us off at ***. Your machines were not working properly causing us to not get checked in until after 5. Not only were your machines not working properly the agents also were not helping customers properly. We are asking for a refund for our cruise and everything that we paid for it due to yalls error.
Sincerely,

***** *********
Business Response
Date: 06/17/2025
As previously stated, if you have any further questions or concerns, you must follow up with the Department of Transportation (DOT) case.

Hello Devon,

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 that you were unable to make your flight NK-971 from ***************** to ***************, scheduled to depart at 5:45 am on January 6th. Please note that there is a 45-minute check-in cutoff time for printing boarding passes and checking in bags prior to the original scheduled departure time for domestic flights. After the cutoff, a flight is considered closed and the kiosks and our Team Members at the ticket counter can no longer process check-ins or print boarding passes. This means for your flight; you would have needed to complete the check-in process by 5:00 am. Based on our records, you arrived past the cutoff time to drop off baggage.

For this reason, we recommend that our Guests arrive at the airport at least two hours in advance of their domestic flights?so there is plenty of time to make their flight. Failure to travel on any flight segment of a booked itinerary and/or failure to modify or cancel their reservation 45 minutes prior to the (original) scheduled departure time will result in the cancellation of all subsequent flight segments on the itinerary and forfeiture of fare. You can find information regarding our check-in policy in Section 2 of our Contract of Carriage.

When a Guest misses a flight, we try our best to re-accommodate them on our next available flight for a $99 Same Day Change (SDC) charge per ticket. In your case, you were provided the next available flight for the following day at no additional cost as a courtesy and travel was successfully completed.

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: 06/17/2025

Complaint: 23465570

I am rejecting this response because:
I have reached out by the *** case email thread and still have not heard back from yall. We would like this to be resolved fairly. We have provided documentation of our arrival at the airport for the flight. I will be going to news stations and/or will be finding a attorney if you can not help us.
Sincerely,

***** *********
Initial Complaint
Date:06/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against Spirit Airlines regarding unfair, deceptive, and abusive business *****************and-switch flight change, inconsistent treatment of customers, and threatening conduct. 1. Airline-Initiated Schedule Change After booking a flight and paying for Spirit's Go Savvy bundle, which includes flexibility,Spirit changed my flight to an earlier time, & no longer works.When I attempted to rebook to a time similar to the original one I selected, I was told Id need to pay $130$160 in fare difference, when I did not initiate the change myself. This is a bait-and-switch model.2. UDAAP Concerns My colleague, on the same original flight, was allowed to rebook without cost. A supervisor confirmed this during a call with both of us, yet refused to offer me the same courtesy. This raises serious UDAAP concerns (Unfair, Deceptive, or Abusive Acts or Practices), as:Fees and policies were not applied consistently No clear rationale was provided for the difference in treatment 3. Supervisor Misconduct and Retaliatory Behavior: Spoke over me/refused to escalate the call Confirmed that my coworker was granted an exception, but would not apply it for me Threatened to reverse her flight change while we were on the call seemingly in retaliation for my persistence This kind of behavior is intimidating, retaliatory, and unacceptable from any business, particularly one in a regulated industry such as air travel.4. Why I Am Filing This Complaint Spirit Airlines conduct raises the following regulatory red flags:Bait-and-switch pricing Inconsistent application of policy Retaliatory treatment of customers Lack of transparency and accountability 5. Resolution Requested A refund or waiver of the fare difference Spirit attempted to charge me A review of the conduct of the Spirit Airlines supervisor involved An investigation into Spirit Airlines policies for handling schedule changes and customer accommodations
Business Response
Date: 06/12/2025
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 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.

Upon review, 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, Guests involved in a Spirit Airlines cancellation or delay (change occurs within seven (7) days of flight departure) in excess of two (2) hours, a schedule change (change occurs more than seven (7) days from scheduled departure) in excess of one (1) hour, a change in origination or arrival airport, connecting points added to an itinerary, a flight number change, or a downgrade in travel option, will have three (3) options available to them: 1) a refund 2) re-accommodation, 3) a credit for future travel. If a guest rejects or fails to respond to an offer of the changes to their flight, re-accommodation of the flight, or a created for future in these instances, and the original flight and re-accommodated flight depart without the guest, a refund will be automatically issued. As you Schedule Change was under an hour any cancellations or modifications are subject to applicable polices and fees.

Additionally, guest who purchased the Go Travel Option, a fee applies for cancellations or modifications if the booking was purchased ON or AFTER February 05, 2025. The breakdown of fees collected can be viewed by clicking "Others" once you open the link below:
Modification Or Cancellation for Go bookings that were purchased on/or after February 5, 2025 Per Guest, Per Booking:

Go Modification Fee (under 7 days from departure) = $99
Go Modification Fee (7-30 days from departure) = $79
Go Modification Fee (***** days from departure) = $59
Go Modification Fee (60+ days from departure) = Free
Go Cancellation Fee = $99
Go Savvy, Go Comfy, or Go Big Change and Cancellation = Free
Group Name Change Fee within 30 days = $50
No-Show = In the amount of the fare plus optional service and all government and carrier-imposed charges, taxes and fees.
*****************************************************************************

For more information on the modification/cancellation policy, please click here.

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: 06/12/2025
Complaint: 23457516

I am rejecting this response because Spirit Airlines has rejected my case citing that their policy does not require them to accommodate customers when a flight change is under one hour. However, this response fails to address the other core issue: I was treated differently than another customer my coworker who experienced the exact same flight change on the exact same itinerary and was granted an exception. This should be considered a violation of DOTs expectations for consistent and fair treatment.

A supervisor on the call confirmed this discrepancy, acknowledged that exceptions can be made, and told me he would not offer me the same accommodation. Worse, the supervisor threatened to undo my colleagues rebooking while we were both on the line, simply because I was asking for equal treatment. This behavior was retaliatory, unprofessional, and unacceptable.

Additionally, I find Spirits policy itself to be deeply flawed and consumer-hostile. Allowing the airline to change a purchased flight and offer no REASONABLE resolution if the new time negatively impacts the traveler. That is a bait-and-switch tactic, especially when the customer has paid for a bundle advertised to include modification flexibility. If I initiated the flight change, I would absolutely expect to pay the fair difference. Knowing I did not initiate the change, and not offering any support as a negatively impacted Customer is unfair and abusive practices.

This response from Spirit does not address:
The inconsistency and unfairness in application of their policies and the ***** concerns of treating two customers differently under identical circumstances.
The supervisors retaliatory conduct, which was witnessed by both myself and my coworker.
The fact that their policy is harmful to Customers. It is understandable that flight changes need to occur, but this should not justify the airline to not help their impacted Customers.

I am requesting a full review of this case, and again urge Spirit Airlines to take accountability and apply a consistent, fair resolution. Why am I not be offered the same accommodation as another Customer with the exact same situation?

Sincerely,

****** ******
Business Response
Date: 06/16/2025
Your claims cannot be corroborated, Spriit does not disclose or discuss other guest's bookings. All Spriit fares, fees and ancillaries are non-refundable and non-transferable. This was agreed upon in Spirit's Contract of Carriage, along with all of Spirit's policies.
As previously stated, upon review, 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, Guests involved in a Spirit Airlines cancellation or delay (change occurs within seven (7) days of flight departure) in excess of two (2) hours, a schedule change (change occurs more than seven (7) days from scheduled departure) in excess of one (1) hour, a change in origination or arrival airport, connecting points added to an itinerary, a flight number change, or a downgrade in travel option, will have three (3) options available to them: 1) a refund 2) re-accommodation, 3) a credit for future travel. If a guest rejects or fails to respond to an offer of the changes to their flight, re-accommodation of the flight, or a created for future in these instances, and the original flight and re-accommodated flight depart without the guest, a refund will be automatically issued. As you Schedule Change was under an hour any cancellations or modifications are subject to applicable polices and fees.

Additionally, guest who purchased the Go Travel Option, a fee applies for cancellations or modifications if the booking was purchased ON or AFTER February 05, 2025. The breakdown of fees collected can be viewed by clicking "Others" once you open the link below:
Modification Or Cancellation for Go bookings that were purchased on/or after February 5, 2025 Per Guest, Per Booking:

Go Modification Fee (under 7 days from departure) = $99
Go Modification Fee (7-30 days from departure) = $79
Go Modification Fee (***** days from departure) = $59
Go Modification Fee (60+ days from departure) = Free
Go Cancellation Fee = $99
Go Savvy, Go Comfy, or Go Big Change and Cancellation = Free
Group Name Change Fee within 30 days = $50
No-Show = In the amount of the fare plus optional service and all government and carrier-imposed charges, taxes and fees.
*****************************************************************************

For more information on the modification/cancellation policy, please click here.

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

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: 06/22/2025

Complaint: 23457516

I am rejecting this response because:
While my immediate concerns were eventually resolved and I was accommodated, I remain deeply dissatisfied with how the situation was handled.
Your response claims you cannot confirm another customers circumstances; however, this was already confirmed on a call with a supervisor while my coworker was on the line. It was explicitly acknowledged that she was offered a courtesy under the exact same circumstances in which I was repeatedly denied. This confirms clear inconsistency in how your policies are applied.
Additionally, your response does not engage with the specific concerns I raised. Instead, it simply reiterates your standard policy without reviewing the interactions or addressing the unequal treatment. This further demonstrates a lack of procedures to ensure fair and consistent customer treatment a serious failure and a violation of consumer fairness principles.

Due to this experience and your unwillingness to take accountability, I will no longer be flying with your airline.

Sincerely,

****** ******
Initial Complaint
Date:06/11/2025
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 booked round trip flights for myself and 3 friends in April for May 29-June 1. Our flight was suppose to depart at 5:20 AM. Gate closing after 5:05. We all checked in and was at the gate but was unable to board because the door was closed before 5:05. We were then told we could reschedule our flight for a $99 fee for a flight the following evening at 9 PM or Saturday morning at5 AM. Per spirit Airlines policy we should have been able to reschedule our flight for the same day at a $99 fee we werent able todo that so we drove four hours away to *************** And were still unable to board our connecting flight. As a result, we missed our entire vacation and now were out of over $3000. After speaking to several spirit representatives, the company is not taking any accountability for the representative at the boarding gate shutting the doors early and are expecting myself and my friends to just accept the loss.
Business Response
Date: 06/12/2025
Hi Padetria,

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.
Additionally, if you fail to make yourself available for boarding at the gate at least 15 minutes prior to the (original) scheduled departure time for domestic flights; or 30 minutes prior to the (original) scheduled departure time for international flights, you run the risk of forfeiting your flight.
Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website:
*****************************************************************************************************************************
As a one-time courtesy Ive created a Reservation Credit in the amount of the missed flight. Your Reservation Credit is available and can be redeemed online or by calling our ******************* at **************. Ive included the information below:

Confirmation Code: DGZEJI
Amount: $1,616.80
Expiration date: June 12, 2026
(Travel does not have to be completed by that date; however, a new reservation must be secured).
The guidelines surrounding credits can be found on our website, **************************.
Here's the direct link for your convenience.
********************************************************************************************************************************

We hope to welcome you on board a future Spirit Airlines flight soon.
Customer Answer
Date: 06/12/2025

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,

Padetria *****
Initial Complaint
Date:06/10/2025
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.
My husband and I traveled on Spirit Airlines on 6/5/25 from *** to FLL with 8 family members, including an infant. After boarding, we were initially told by a flight attendant that our car seat couldn't be placed on the aisle seat assigned to our infant, and instead, it needed to be placed at the window seat (where I was assigned), so we secured the car seat in seat 33A. Shortly before take off, the same flight attendant and a second one approached us and offered a full refund for the seat occupied by my infant in order to accommodate another passenger. We accepted this offer and so my car seat was tagged, placed under the plane, and my infant rode in my lap for the duration of the flight. During the flight, I reminded the flight attendant about her offer and she assured me that she would process the refund once she went to the front of the plane. 48 hours after the flight, I contacted Spirit customer support and was told that there were no notes pertaining to a fare credit. I escalated this to a manager and was told that there was nothing that they could do. Upon my return to the departing city (6/8/25) where this offer was made, I spoke to a manager at the ****. He looked into the matter and stated that he didnt see that any of the seats on my reservation were re-assigned and that he wasn't sure why the flight attendant asked us to volunteer our infant seat when there were 7 open seats on the flight. This was news to me, as we were told that the flight was full prior to boarding, despite one other person on my reservation not traveling. I asked the desk agent to look up the flight roster to confirm that another passenger was placed in 33A. He didn't see any records of this but stated that he would put a note in the record and for me to follow up with customer service. I later called ********************** customer service and was informed that they did not see any notes yet again.
Business Response
Date: 06/12/2025
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 our recent onboard experience.

Per *** regulations car seats must be placed in a window seat. I have included the link below for reference.
Can I bring my childs car seat and/or stroller onboard? Spirit Support

I have just issued a refund for the seat you did not use and allowed to be used by another guest. $48.99 has been refunded to the MASTER card ending in 6665. 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.

Have a great day!
Customer Answer
Date: 06/18/2025

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:06/10/2025
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 3/18/25 I had a flight with Spirit Airlines- HN746A. The flight left *** and was scheduled to arrive in *** with a transfer at 10:51 PM heading to ***. Due to issues with the aircraft (we were advised that a life jacket was missing from 1 seat on the plane), we were delayed for almost 2 hours. This delay caused the flight to arrive at *** late. We arrived around 10:48 PM and were advised by flight crew that those with connecting flights would deplane first & everything would be fine, so I assumed they notified the other aircraft/ connecting flight that we were delayed but on our way (6 passengers). As soon as we arrived at the gate, the plane was departing. After waiting for 20 minutes to speak to an agent, I was advised that there was nothing they could do. I then tried to call Spirit airlines and was only offered a flight departing on 3/19/25 at 9:10 PM. This change caused a significant amount of stress, confusion, and resulted in having to pay additional amounts for transportation to & from a hotel, lodging, and food. These costs came to $193.09. I previously tried reaching Spirit airlines by phone, email, and submitted receipts for review but have yet to receive a response. I am requesting reimbursement for additional costs incurred by the delayed flight on 3/18/25.
Business Response
Date: 06/11/2025
Hi Denuel,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

I'm truly sorry for the overall experience and for any interruption to your travel plans due to the flight delay. I can only imagine your frustration. Delays and irregular operations, although rare, do occur. Please know that we never want to interrupt our guest's plans. We do all that we can to leave on time, but the safety of our guests and crew will always come first.

We understand you still needed to get to your destination and may have had some unexpected expenses.

Please attach any receipts for charges incurred due to this misconnection. Additionally, our ****************** will not accept multiple screenshots or attachments showing pieces of a receipt.

Please attach a single document for each applicable expense showing:
Names on file
Date of purchase
Flight destinations- for a new flight bought
Pick up and drop off locations- for rental or ******************* of payment- including the last four digits of the card
FINAL Zeroed-out balance for hotels and car rentals (receipts that show a balance due will not be accepted)
Itemized food receipts- we do not cover alcoholic beverages
Spirit does not provide reimbursement for pre-paid/planned or out-of-pocket expenses or lost wages.

Kindly attach the required documents as PDF, JPEG or PNG of the files for your reimbursement request.

Please provide your mailing address in response to this e-mail as I cannot submit your claim without this information.

Once the proper documentation/information is received, it'll be forwarded to our Refunds Specialist for review. If reimbursement is approved, the review process can take up to 20 business days to complete. Should our Specialist determine, that compensation will be issued, a check will be mailed to the address that you provide.

We look forward to your correspondence.
Initial Complaint
Date:06/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally file a complaint regarding my recent experience with Spirit Airlines. I had a confirmed flight and paid for both my ticket and seat assignment. My flight was scheduled to depart at 12:00 PM, and I arrived at the airport and was at the kiosk by 11:25 AM, as advised by *** staff.Despite arriving before the scheduled departure time and proceeding to the kiosk as instructed, I was denied boarding. The agent at the counter refused to check me in, stating I was too late even though I was present well ahead of departure and within the typical check-in cutoffs for domestic flights.This experience was extremely frustrating and caused me unnecessary stress and loss of money. I believe I was treated unfairly and am requesting a full refund or credit for the missed flight and seat fee, as I was present and attempted to check in on time.Please investigate this matter and advise on the next steps. I would appreciate a prompt resolution.
Business Response
Date: 06/11/2025
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:
*****************************************************************************************************************************
As a one-time courtesy Ive created a Reservation Credit in the amount of the missed flight. Your Reservation Credit is available and can be redeemed online or by calling our ******************* at **************. Ive included the information below:

Confirmation Code: JPPZJK
Amount: $128.99
Expiration date: June 11, 2026
(Travel does not have to be completed by that date; however, a new reservation must be secured).
The guidelines surrounding credits can be found on our website, **************************.
Here's the direct link for your convenience.
********************************************************************************************************************************

We hope to welcome you on board a future Spirit Airlines flight soon.
Initial Complaint
Date:06/10/2025
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 paid for the security shortcut sold by Spirit airlines for me and my spouse for a round trip from *** to BOS airports. When I asked to use it, I was told it was not available and was not provided with any shortcuts for any of my flights. This is a total scam and should not be allowed
Business Response
Date: 06/11/2025
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 Shortcut Security you purchased.

Shortcut Security is an optional service Guests can purchase to give them access to the quickest possible lane to get through the security screening process. Unfortunately, we cant guarantee actual time savings or availability as each airport can alter services based on operational need.

To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.

Have a great day!
Initial Complaint
Date:06/08/2025
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.
On 6/8/2025, I called Spirit to cancel a flight booking (let's call it booking B for the total amount of $185.36) that I purchased by using a flight credit from a previous cancellation (back in 2024, let's call it booking A). When I talked to the customer service lady, I told her specifically I didn't want to lose my credit, so if there was any cancellation fee, I would NOT cancel it. However, the lady that I talked to didn't give me the correct information at all, and she told me that after booking B is canceled, the full credit of $185.36 would go back to the original booking A which I used to purchase booking B. She even told me the confirmation code of the original booking A at the end of the call. I trusted what she said and allowed her to cancel booking B, which turned out to be a huge mistake. Later on when I expected the credit showing up in booking A and tried to use the confirmation code of booking A to book another flight, the credit of $185.36 DID NOT show up in booking A at all. I had to call Spirit again and this time I was told by another customer service guy that $185.36 was completely GONE from the previous cancellation as a form of cancellation fees!! I told the customer service guy that it was a complete mistake from the previous customer service lady NOT providing the correct info to me. If the lady told me explicitly that by canceling booking B, I would have lost ALL OF $185.36 from the cancellation fee, I would NOT EVEN BOTHER to cancel booking B since I would have lost all $185.36 anyways. It's a very frustrating experience when a customer service *** didn't give the correct and precise info to a customer, which led to a transaction that ended up causing a loss on the customer. As a long-time ******************** customer, I'm very disappointed at the way Spirit customer service handled the situation. I can provide the confirmation codes of booking B and A as needed to explain the situation in details. I'd like to request $185.36 back. Thank you!
Business Response
Date: 06/09/2025
Hi Dani,

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 bookings you cancelled.

Be advised that a Guest who purchased the Go 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 confirmation code(s), and e-mail address used when booking your reservation.

Have a great day!
Customer Answer
Date: 06/09/2025

Complaint: 23441508

I am rejecting this response because:
I have NOT received a satisfactory resolution of the complaint from Spirit. Please see the details below:

Thank you for reaching out to me. I am explaining the situation below to give some background on why I filed the complaint:

- Previously I had some flight credit ($198.60) from a flight (confirmation code NP3V5H) cancellation back in 2024
- On 6/6/2025, I used the flight credit from NP3V5H to make a new booking (confirmation code VLDJVM) for a flight on 10/23/2025 for the amount of $185.36
- On 6/8/2025, I called Spirit to inquire the possibility of canceling VLDJVM to get the credit back, so that I can use the credit to rebook a different flight myself. The **************** lady that I talked to told me that VLDJVM can be canceled and the credit would go back to the original NP3V5H. She even told me about the original confirmation code NP3V5H at the end of the call. With the incorrect information that I was given and under the impression that I would get the credit back to the original NP3V5H, I gave her the green light to process the cancellation, which turned out to be the beginning of a big mistake.
- Later on, when I tried to use the original NP3V5H to rebook a different flight, it turned out $185.36 didn't go back to NP3V5H at all. I called Spirit again and this time I was told by another ******** service rep ******************************** actually gone as the cancellation fee for VLDJVM. This was all due to the incorrect information that was given to me by the 1st ******** service lady that I talked to. If that lady told me specifically that I WOULD HAVE LOST all my credit from canceling VLDJVM, I WOULD NOT even bother to cancel it or I would look into other alternatives to SAVE my credit of $185.36
- Now I lost my credit of $185.36 from the cancelation of VLDJVM, which was caused by the wrong information from the 1st ******** service lady

Since this is a situation caused by Spirit, I would like to request Spirit to give me back the flight credit of $185.36. Thank you!
Sincerely,

***** ***
Business Response
Date: 06/11/2025
Thanks for providing that information.

We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. Ive shared your comments with the *********************************** Team for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

I have just reversed the cancellation fees and issued back the Reservation Credit. The details of your credit, including how it can be used, can be found below.

Your reservation credit:
can be used for multiple bookings until the full value is used
can be applied toward airfare, bags, seats, vacation packages, taxes, and fees
can be redeemed by any Guest linked to the original reservation
can be redeemed via ************************** or by calling Spirit reservations at ************
is valid for trips booked within 365 days of issuance on any flight dates available in the system

Reservation Code: ?VLDJVM

Amount: $185.36

Expiration date: June 11, 2026
(Travel does not have to be completed by that date; however, a new reservation must be secured).

Click here for more information on how to redeem your credit: ******************************************************************************************************************************

We look forward to serving you on your next flight.
Customer Answer
Date: 06/11/2025

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,

***** ***

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