Business Profile

Airlines

Spirit Airlines

Headquarters

This business is NOT BBB Accredited.

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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

4,292 total complaints in the last 3 years.
1,037 complaints closed in the last 12 months.

If you've experienced an issue

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:05/08/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Spirit airlines lost my suitcase I had my meds, brand new Cpap machine, this was two suitcases one smaller and a bigger suitcase. The smaller suitcase was inside the bigger one. I had all kinds of receipts that I need to get reimbursed from business Its two days they have no clue where it is.
Customer Answer
Date: 05/09/2025
Hi
Please close the case they finally found the suitcase.
Thank you for your help
**** ******
Initial Complaint
Date:05/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 8, 2025, I tried to purchase bags online with Spirit airlines. I purchased one for myself and one for my husband. Once entering my credit card info and submitting, I received an error message stating for me to retry the purchase again as my reservation info couldnt be found. I started from the beginning, purchased one bag for myself and one bag for my husband. Resubmitted credit card info. Purchases made. I checked for a confirmation email, and the email I received showed that the original transaction had gone through even tho I received an error message saying it hadnt. So it charged me for two bags. Then when I resubmitted the purchase as the error message stated for me to do, it then charged me a higher price for two more bags. I immediately contacted the company and spoke with 5 different people all of who stated they couldnt refund me money, only issue and travel credit. I told them repeatedly that I would not need a travel credit because I would never fly with them again. I even shared the screenshot of the error message proving what had happened. They have taken money unethically from my account with a falsified error message telling me to resubmit my card info twice even tho already approving the first purchase. This is disgusting and very dirty for a company to do. I would like a full refund for the two bags they told me to resubmit the purchase order for.
Business Response
Date: 05/13/2025
Hi Courtey,

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 adding ancillaries.

For optimal browsing experience, make sure to use an up to date web browser like ****** Chrome, Mozilla Firefox, Opera, or Safari. If it is up-to-date, we suggest that you clear the cache, cookies, and history through the browser settings. You can also try logging in through Private/Incognito Browsing depending on your web browser's functionality and feature. Additionally ensure your browser if up-to-date.

As a one-time courtesy, I have issued the two extra bag fees, $170.00 has been refunded to the MASTER card ending in 7808. 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!
Initial Complaint
Date:05/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting this formal complaint against Spirit Airlines regarding an unresolved refund for a cancelled and disrupted international flight related to bereavement ********* 2024, I initially booked a flight with Spirit Airlines on Wednesday, July 24, 2024 (Confirmation Code: HKBUNW) to attend my grandmothers funeral in *******. That booking was later cancelled on July 31, 2024, after the funeral date changed due to delays with the death certificate and the transport of remains.Once the funeral was confirmed for August 17, 2024, I rebooked my reservation for Wednesday, August 14, 2024 (Confirmation Code: AHJHPP). Unfortunately, this flight experienced multiple delays. While waiting at the airport, I fell asleep due to the extended delay, and the flight departed while I was still on-site. Upon waking, I spoke with a gate agent who advised me to contact customer service.I then spent hours on the phone with Spirits customer service, trying to arrange another flight that would get me to ******* in time. After exhaustive efforts, it became clear there were no viable options from ******* to *************** and onward to ******* that would allow for timely arrival. Ultimately, the Spirit representative cancelled the ********* support my refund request, I submitted:A copy of the funeral program from ******* A billing statement from the funeral home showing international body transport Despite providing this documentation and explaining the circumstances, Spirit Airlines has not issued a refund or offered a reasonable resolution. Given the emotional and financial burden this caused, I believe a full refund is both fair and necessary.I respectfully request the BBBs assistance in resolving this matter and urging Spirit Airlines to honor the refund for these disrupted travel plans.Thank you for your attention to this complaint.
Business Response
Date: 05/13/2025
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 issue in reference to your delayed and missed flight.

Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.

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:
***************************************************************************

Spirit is not liable or responsible for any booking issues when guests miss their flights.

Our records show you were previously assisted. Your concerns have been thoroughly reviewed and out position remains unchanged. To reiterate, a full refund was issued back to the original form of payment for confirmation code AHJHPP, which was a Reservation Credit. There is no further refund due.

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: ?AHJHPP

Amount: $719.31

Expiration date: August 16, 2025
(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.
Initial Complaint
Date:05/07/2025
Type:Customer Service 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.
Greetings,I'm submitting this complaint as a seasoned customer of **********************. I encountered this morning May 7th 2025, blatant ignorance and racism from employees of Spirit Airlines in ***********, ********** at LAX at *******. Upon my approach to the gate to pull out my boarding pass, a non black woman asked me where is my Boarding pass and I told her I was getting it out my pocket, (as I have on a suit and had my pillow in my hand and I was nowhere near the counter where the agent scans the pass) and then was told leave the line and put my bag in the measuring box, which it measured perfectly, as I travel with this bag all the time. Then a black woman with long braids gets in my face telling me she will call the police on me and I asked her why and she said you will not get on this plane and stand to the side. After waiting nearly ten minutes a black gentleman that was working the counter with her was extremely professional and nice and told me I was good to board the plane. Then I proceed forward and the gate agent asks me my name like I'm lying to her as everybody around looked totally surprised at the events that were taking place. The majority of the individuals solicited to stand to the side and check their bag were Black as the person would just look at certain people and in a stereotypical way pull specific people to the side to essentially be publicly chastised and humilitated. I hold a *** in international business and I totally understand the importance of customer service and customer interaction and the three women which were mentioned in this statement displayed a total lack of professionalism when it comes to paying customers. I then was ignored as I asked them questions, and that's totally unacceptable and disrespectable. I'm seeking resolution from this situation as this is the first time I've ever encountered negativity with Spirit. I'm not a person to formulate an opinion based off of others experiences but today was unacceptable.
Business Response
Date: 05/13/2025
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 so sorry that the level of service you received fell short of excellent.

We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know.

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

Have a great day!
Customer Answer
Date: 05/22/2025

Complaint: 23299050

I am rejecting this response because:
Greetings! Enclosed is the Flight information and the email address I used to book this flight.

YOUR CONFIRMATION CODE: DQEPTH
Booking Date: Friday, May 02, 2025

FLIGHT

WEDNESDAY, MAY 07, 2025 TIME DURATION
***********, ** 10:30 AM 01 h 17 min
*********, ** 11:47 AM

FLIGHT TERMINAL
2685 5

****************************************

Sincerely,

***** ****** Jr
Business Response
Date: 05/23/2025
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.
I reached out to the Airport Station Management Team for statements and reports and was advised that there was no recollection of said events by any of the staff. There are also no notes in your reservation to corroborate your claims.
Guided by your feedback, we are taking the steps necessary to continually improve our operation.
While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!
Initial Complaint
Date:05/07/2025
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.
The airlines refused to refund me the amount for the flight I booked. I scheduled well in advance of more than a month and called to cancel within a few days. I spoke with customer service and was not satisfied as to the reasoning of not being issued a refund for my flight.
Business Response
Date: 05/13/2025
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 want to cancel the booking you secured.

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.

If the above does not apply, you will receive a Reservation Credit. The full value of the reservation will be provided for Go Big, Go Comfy and Go Savvy bookings. A cancellation charge will be retained for Go bookings purchased after February 5, 2025.

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

Have a great day!
Customer Answer
Date: 05/19/2025

Complaint: 23298421

I am rejecting this response because: I think the $99 cancellation fee is a misleading and arbitrary fee and would like refund credit without the cancellation fee.

Sincerely,

***** *******
Business Response
Date: 05/21/2025
As previously stated, 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.

If the above does not apply, you will receive a Reservation Credit. The full value of the reservation will be provided for Go Big, Go Comfy and Go Savvy bookings. A cancellation charge will be retained for Go bookings purchased after February 5, 2025.
As outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable.

To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.
Initial Complaint
Date:05/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a flight with Spirit in April to go see my kids for Mothers Day. I am a single parent and work 2 jobs. My flight was May 9th. Weekend trip to ***. I chose Spirit because economically. The fit for my budget. May 6th my friend told me I couldnt fly without real ID. I called ********************** and asked if that was true. That I didnt have real ID yet. The agent told me yes. Go to *** requirements. That evening I switched my flight solely based on the fact that I was nervous I wouldnt be able to get on my flight. Spirit Charged me $200 more for my same flight in August. ( earlier that day it was $150). Then. I learned within 1/2 hour of that change , that I CAN fly without real ID and that I would just go through extra security. I called spirit right back and asked them to switch my flight back. To my original and can I get my $200 back. She said it will cost me $1000. That I booked in April. and that its past their refund policy rate. I told them it says if I switch in 24 hrs. I can get a refund. They kept changing the prices. Every 5 min. When I called back or my son called. There was never a true and honest price. Then $1000 to get back on my flight. They just kept wanting to take more and more money and that didnt even include a bag checked. ? From ** to **** how is this fair. Im a US citizen, single mom. Trying to fly to **** this should regulated. How do they get away with legalized robbery. Just making up prices and not explaining exactly what was needed. Scaring me in to cancel a flight. Then not allowing me to get back on my flight unless they charged an exuberant amount. , a fare that was unreasonable, unexpected and completely crippled my chances of getting back on my original flight. Now Im not going to see my children. And. I could barely understand any of the representatives on the phone because they didnt speak English well at all. This is robbery !
Business Response
Date: 05/09/2025
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 modification made and experience.

Spirit and TSA are two separate entities, each owned and operated individually. Spirit i snot liable or responsible for any *** polices or guidelines. It is the guest responsibility to ensure they are properly equipped for travel.

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.

If the above does not apply, you will receive a Reservation Credit. The full value of the reservation will be provided for Go Big, Go Comfy and Go Savvy bookings. A cancellation charge will be retained for Go bookings purchased after February 5, 2025.

Prices are dynamic based on, time of booking, city pairing, dates of travel, time of purchase, and demand. Flight demand varies by region, day of week, destination, and season. The price is not guaranteed until a booking has been fully confirmed.

Spirit does not issue refunds or waive the modification fees or fare difference for any guest-initiated modifications or cancellations.

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 ****** dial *********

Assistance for the hearing impaired

For TTY/TTD dial 711

You are also welcome to reply to this thread with any further questions or concerns. Be sure to include the confirmation code and email address associated with the booking in question.

Have a great day!
Initial Complaint
Date:05/06/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This was a horrific experience! To say the least ! Not only did you guys have no captain you guys had had us sit on plane for hour before making us deplane for no captain. Buy a juice at the only restaurant left open in our gate to take my meds the spirit *** at gate makes me throw it away claiming you can't take no drinks on plane. We finally reboard than when we make it to ***** finally 45 mins just for bags transportation left us 30$ to get to our car at 2 am. I need a refund or something I fly with you guys too much to go through this
Business Response
Date: 05/09/2025
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 your recent flight experience.

Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.

There are numerous factors that can affect the amount of time it takes for bags to be delivered to our Guests on the carousel. We partner with Airport Operations to make sure this process is handled as quickly as possible, as we know everyone is ready to leave the airport and get to their destinations upon landing.

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

Have a great day!
Customer Answer
Date: 05/09/2025
LSZCXE is the confirmation number
Flight 621
Email is ********************************
Customer relations tried to issue me 30$ credit I think that's ridiculous!
Customer Answer
Date: 05/09/2025

Complaint: 23293241

LSZCXE is the confirmation number

Flight 621

Email is ********************************

Customer relations tried to issue me 30$ credit I think that's ridiculous!

Sincerely,

***** ****
Business Response
Date: 05/13/2025
Our records show travel has been fully boarded and completed. Spirit does not issue refunds for services rendered.

However, I do see Future Travel Vouchers were issued to you, you should have received an email with the details. If you did not receive the voucher details I can resend the email if needed.

Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount goes towards the airfare, taxes, most ancillaries & fees (not covered: a la carte seats, reservation booking fee, non-flight service fees such like *********** enrollment). Vouchers cannot be used towards onboard purchases, services, travel insurance, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at ************************** or by calling our ************** at ************.

We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this delay affected your travel arrangements; unfortunately, we are unable to issue any further compensation for this delayed flight.
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: 05/13/2025

Complaint: 23293241

I am rejecting this response because:

Sincerely,

***** ****
Initial Complaint
Date:05/06/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an airfare on Spirit Airlines and it originally was supposed to be a saver fair and I had a five hour layover in ***** and itwas an overnight flight. It was the cheapest flight they had and I ended up somehow getting charged $910 when it was over with under their app. The app has some sort of scam scambungee and keep repeatedly charging me for bags and I never I never got the benefit of my bargain I certainly did not intend to spend three hours on the app. I spent 44 minutes on the phone with 2 reps. I had a 5-hour layover this was to get
Business Response
Date: 05/07/2025
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 confirmation code LIE6YS.

This booking was secured through Expedia, not Spirit. Spirit and Expedia are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any booking issues when guest use third-parties or travel agencies.

Spirit *********** memberships cannot and do not apply to bookings outside of Spirit's platforms. You must be logged into your Free Spirit account in order for any applicable *********** benefits to apply. Furthermore, if applicable discounts are applied to new bookings only, not existing bookings.

The flights you chose and selected are the exact flights you boarded and completed travel on. Spirit does not issue refunds for services rendered.

Your booking shows two (2) declined payments for the $79.00 bag fees, each you attempted to add. The amount charged is correct for the fare and ancillaries added.

For optimal browsing experience, make sure to use an up to date web browser like ****** Chrome, Mozilla Firefox, Opera, or Safari. If it is up-to-date, we suggest that you clear the cache, cookies, and history through the browser settings. You can also try logging in through Private/Incognito Browsing depending on your web browser's functionality and feature. And ensure your browser and mobile application are up to date.

A screenshot of your charges for this booking has been provided, as you will see each charge is associated with each flight you took. All charges are correct.

Have a great day!
Initial Complaint
Date:05/06/2025
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.
4/11 ********* ******, ***** ******, and myself (******** *****) arrived at *** at 6:30AM for travel to *** (BI59YC). At baggage check, we charged $270 to **** 2363, **** 1325, and AMEX 2024 but they declined due to insufficient funds. I tried to add bags on the Spirit app but did not realize my default card was an expired version of **** 2363. I called my bank, who confirmed the physical cards were funded and active. They did not see charges made at the ticket counter. Using **** 2363, I pulled cash at the **** Back at the counter again, the attendant declined to try again as she did did not to waste time. We insisted, but she said baggage drop had closed. I asked if we could put bags on a different flight or adjust our flight. She said she could provide no further assistance. At this point, the only option for us to fly with our three bags was to book a separate flight. We booked a ticket via Southwest for $1446.54 on **** 2363, and we were marked as a no-show Spirit flight ($641.64 in value). I believe the machine was faulty or the attendant was using it incorrectly. Either way, Spirits inability to charge my active, funded, and cleared cards caused us to miss our flight (about $641.64 in value) and spend an additional $1,446.54 on a separate flight. This could have been avoided by trying the purchases on a separate computer, retrying our cards, accepting cash, putting our bags on a separate flight, adjusting our flight, escalating the issue to the manager, and a host of other solutions. Instead, I am out $2088.18. I have been flying Spirit almost exclusively for about 4 years and have been a *********** member for nearly two years. Until now, I have been very happy with the value and service that Spirit provides and have been happy to recommend spirit to my friends and family. This has changed that perspective. To rectify this, I ask that Spirit refund my original ticket and pay for our additional flight with Southwest for a total of $2088.18.
Business Response
Date: 05/09/2025
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 your missed flight.

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 previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, Spirit is not liable or responsible for any declined payments or any payment issues. A pending or declined payment is a part of the bank or credit card company's authorization process. When a Guest submits a payment, the bank or credit card places a temporary authorization on the funds. If the transaction doesnt complete, no money will be taken, and the charge will soon be removed from your financial statement. The time this takes can vary, depending on the bank/financial institution.

Spirit does not issue refunds for guest who miss their flights nor issue reimbursement.

As one-time courtesy, we issued a Reservation Credit for the missed flight. The details of your Reservation Credit, including how it can be used, can be found below.

Your reservation credit:

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

Reservation Code: BI59YC
Amount: $601.14
Expiration Date: May 8, 2026

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

Have a great day!
Customer Answer
Date: 05/12/2025

Complaint: 23291757

Hi, I appreciate the effort in resolving this issue. While I would prefer, a refund I can accept this flight credit. However, I am still out the $1446.54 I had to spend with another airline in order to fly with my baggage. If we can issue a flight credit for the $601.14 and for the $1446.54, I will be happy with the resolution of this issue.
Sincerely,

******** *****
Business Response
Date: 05/13/2025
As previously stated, our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, Spirit is not liable or responsible for any declined payments or any payment issues. A pending or declined payment is a part of the bank or credit card company's authorization process. When a Guest submits a payment, the bank or credit card places a temporary authorization on the funds. If the transaction doesnt complete, no money will be taken, and the charge will soon be removed from your financial statement. The time this takes can vary, depending on the bank/financial institution.

Spirit does not issue refunds for guest who miss their flights nor issue reimbursement.
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:05/05/2025
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.
My daughter, *** *********, booked us a flight from ********* to ****** on Spirit Airlines for 6/15/25, It was scheduled to leave at 20:58 and rescheduled to 21:51. Because of the delay we cancelled. Spirit then refused to give us back our money saying that the delay was 55 minutes not 60 and they were then not obliged to reimburse us. We therefore asked to be put back on the flight and they refused. When I called Spirit, they explained that had I called them instead of cancelling on line, they would have obliged us and made the necessary changes, but because we did it on line not only would we not get reimbursed, or rebooked but they also were charging us an additional fee for cancelling. Please let me know if there is anything at all that I can do to rectify this situation.
Business Response
Date: 05/07/2025
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.

If the schedule change does not work for you, we can offer you one of the following: a refund to the original form(s) of payment, re-accommodation on the next available Spirit flight or a reservation credit.

Our records show, *** reached out and was previously assisted. To reiterate, a full refund was issued due to the Schedule Change as requested. $147.98 has been refunded back to the **** card on file ending in 2991. Please note refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds. 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.

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