Complaints

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

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  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  1 Harborside Dr Boston, MA 02128

• 

  Spirit Airlines

  Atlantic City Airport ATLANTIC CITY, NJ 08401

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines

  16000 Chamberlin Pkwy Fort Myers, FL 33913-8873

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:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday myself my husband my sister flew spirit airlines to ******************. When we arrived at the airport to go home to ********* ******** my husband became sick. My husband is a diabetic. We were 3 minutes late. We tried to explain to Spirit Airlines what happened and my husband had medical issue for us missing the flight. Spirit Airlines had us wait in the line because they didn't know what to do. We had to get out of the line more then once so they could wait on other people.. After 3hour they ask me to call Spirit reservation to re book the flight my self. Spirit Airlines then told me the computer was down for hour. I was on hold with Spirit Airlines for 2hrs. No one never responded. On Sunday someone finally came to the phone and stated the reason why we couldn't get a refund ******** ******* was not there. Then they stated I have to pay 400 dollars. I explain to them ******** never checked in so why am I paying for her. The Supervisor said I can't get a refund. I don't understand why. It states if someone has medical issues you can get a refund. We submitted everything . I just spoke to a representative from Spirit and she was really rude not trying to help me at all. I just need someone to help me with this issue

  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.
  
  
  
  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:
  *****************************************************************************************************************************
  
  
  Guests who miss their flight are offered the $99 same day change fee to be re-booked for the next available Spirit flight as a way to assist instead of making guests buy a brand-new flight ticket, as flights booked on the same day of travel are typically more expensive.
  
  
  To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  
  
  
  
  Have a great day! 

• 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.

  I booked a more expensive ticket 'GoSavvy' than the normal ticket because I believed I could get a full refund for the ticket (I was unsure about my trip). On their website, which I've attached a screenshot from, it says "no cancel fee". Having taken a good amount of flights with other airlines, a "no cancel fee" means that I could an actual full cash refund. Trying to get a refund only a couple of days later, I was told I could only get a 1 year credit for the ticket price. This is absolutely not what a reasonable customer would think when purchasing the ticket and is a purposely misleading scam. I want a cash refund for the ticket.

  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 you want to cancel your booking. 

  Our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. 

  To reiterate, 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.

  "No change or cancel fees with Go Big, Go Comfy and Go Savvy", it does not state a refund will be issued. 
   
  As outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable. As so, your refund request is denied. 
  
  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: 05/09/2025

   
  Complaint: 23290010
  
  I am rejecting this response because: You are purposely using misleading/deceptive wording on your website similar to other airlines where other airlines let you get an actual refund where your airline does not for the more expensive ticket. You are a horrible scam company, other online companies that have done this in other industries have faced considerable lawsuits for deceptive advertising (I see you have purposely lost a deceptive advertising lawsuit with DOT). You should give me a cash refund for the ticket as I 100% believed that I would be able to get a refund from reading the booking page of your airline. Your attitude towards my issue/refund and not wanting to clarify the wording on your website makes me absolutely believe that you are purposely trying to be deceptive and will most definitely be facing future lawsuits.
  

  Business Response

  Date: 05/13/2025

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

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Damaged bag. Company only offered replacement of their spirit bag. No where near the quality and value of my bag.The flight from ***** to *** took 36hrs, was forced to sleep in the airport, given a meal credit enough for 1 maybe 2 meals to last 30 plus hrs. Then to finally arrive and my bag damaged/broken! I didnt pay $80 for them to break my bag, then have to take my time to fill out paperwork, respond to emails, only for them to offer a replacement unequal to my luggage! This is a one sided policy and is unfair to the consumer. They restrict phone access to that department of the company and only can file a complaint?!?! A complaint to the same company that has this policy in place! This is absurd and someone needs to hold this company accountable

  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 recent experience and that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  
  
  Our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our response remains unchanged. To reiterate, our records show that you have already filed an incident report with us. Your next steps are to submit a claim with our Central Baggage team.  You must submit a claim within 30 days of when you filed the initial report, or your claim will be denied.
  
  Instructions for submitting a mishandled baggage claim:
  
  1. Visit our Baggage Service web portal.
  2. Enter your last name and File ID *************.
  3. Click on Create Online Claim.
  4. Follow the instructions shown and enter your information in the required fields.
  5. Provide all supporting documents (e.g., proof of purchase for claimed items, government photo identification, such as drivers license or passport.)
  6. Click the Submit button.
  
  Once all required documents are submitted, most claims will be processed within 30 days.
  
  Please keep in mind that we are not responsible for conditions/damages that result from the following:
  
  An existing defect with the bag.
  Oversized, overweight, or over-packed luggage.
  Normal wear and tear during transport (e.g., minor cuts, scratches, scuffs, dents, and soiling that do not impact functionality).
  Unsuitable or inadequate packing that is not able to withstand ordinary handling.
  
  For a full list of items we don't cover, please click here. For more information regarding the mishandled bag process, please click here.
  
  
  
  
  
  Have a wonderful day!

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked travel to return to *****, ** on 4/28/2025 on Spirit Airlines - Flight 937. Flight was cancelled so was forced to rebook on to Spirit Flight the following morning at 6 am on 4/29/2025 to **** and connect on Flight to *****. Stayed over night in airport with 2 senior citizens and a dog. Upon arriving in ***** suitcase was observed to be damaged. Waited at the airport for assistance with Spirit ***************** *** and informed to submit a claim with pictures of the damaged suitcase. Retrieved car and drove the hour ride home and got the senior citizens situated. Submitted the claim at 1912 via QR code and pictures of the damaged suitcase was submitted. Followed up with claim and was informed that claim was REJECTED due to "The review of File ID ************* is complete. It appears that the damage was not reported within the reporting timeframes detailed in our Contract of Carriage (****************************************************************). There is no compensation in this situation." Contract of Carriage was updated April 30, 2025. Message also states " If you would like to continue with creating a damage report, please return to the airport with the baggage and your File ID and obtain assistance from a Spirit *************** Agent."Attempted to make contact with Spirit to discuss situation. Attempted to make contact via the originally message but there is no option to REPLY. Contacted ************ and was told that I would need to speak with the ************* with no way of making contact with the back office or any ***************** unable to drive the hour plus to the airport to attempt to submit a claim.Please assist.

  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 that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  
  Our records show our Baggage Resolutions Team has reviewed your claim and provided a response. As advised you would need to report back to the airport for assistance. I have provided the response you were on 04/29/25. 
  
  
  Hello *****,
  
  
  The review of File ID ************* is complete. It appears that the damage was not reported within the reporting timeframes detailed in our Contract of Carriage (****************************************************************). There is no compensation in this situation.
  If you would like to continue with creating a damage report, please return to the airport with the baggage and your File ID and obtain assistance from a Spirit *************** Agent.
  
  
  Thank you,
  Spirit Central Baggage
  Note: This is a Do Not Reply message. For assistance, see a Spirit *************** Agent.
  
  
  
  Have a great day! 

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from Spirit Airlines telling me that my flight time has changed and would I like to accept the new itinerary. I responded no to cancel my reservation as the new time would have me arriving too late at night. I cancelled my reservation and then received an email saying that I am not eligible for a refund. I called Spirit Air and was refused a refund and then I was put on hold indefinitely. They changed the flight- asked me if I want to accept the change and then refused to refund me when I said no.

  Business Response

  Date: 05/07/2025

  Hi Mia,
  
  
  Thanks for contacting Spirit's Guest Relations Team.
  
  We have received your correspondence submitted. Rest assured we're working very diligently to resolve all your concerns. 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.
  
  I have just reversed the cancellation fees you were charged and issued you a full refund 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.
  
  

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight out of *********** had multiple delays and then was cancelled last minute! The airlines representative in *********** was very rude,threatening to not let me board the flight because I had some questions. They ended rebooking my flight to ******* and then to ************, which is a 3 hour drive to my home in ***The agent never offered me any type of meal voucher or hotel accommodations, and the flight attendant was very obnoxious.This is a huge inconvenience! Now how am I going to get home from ************? An **** is going to cost well over $300.I am very disgusted, offended, and disappointed by the way I was treated! And on top of that my bags were sent to ************** and I was made to pay an additional checked bag fee of $80.I was also lied to about the issue being the weather, when it was a controllable issue. It was the airports fault, the air traffic controllers were on strike.

  Business Response

  Date: 05/07/2025

  Hi Falon, 
   
  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 delay turned cancellation caused.
   
  Your MSY-EWR 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 provided your rebooking options and the flights that you choose has been fully boarded and completed. Spirit does 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.
   
  Although we cannot change your recent experience with us, we sincerely wish to make amends. As a courtesy, I have issued you a Future Travel Voucher (FTV) in the hopes that you will utilize it and therefore allow us another chance to serve you again. I've provided the information for your voucher below:
  
  Future Travel Voucher: 57705114144100001
  Amount: up to $30.00
  Expiration date:  May 07,2026
  
  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 ************.
   
  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:05/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked with a third party expedia and it was not disclosed by Spirit how much a carry on bag would cost until reaching the gate at which at no point was there time to purchase any other options. This is absolute extortion and am requesting a refund. This is for confirmation U17FNF

  Business Response

  Date: 05/05/2025

  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 agreed upon Spirit bag policies. 
  
  
  
  Spirit and the third-party you booked with 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 or how they display Spirits policies and guidelines. For this reason, once your reservation is secured, we send you a follow up e-mail regarding your reservation and how to add on optional services.
  
  
  To find out how much your baggage will cost, all you have to do is go to ******************************. Once you're there, if you select ******************* you'll have the option to input your flight information under the Spirit *********** Once you submit the information a chart will load below. This chart will include the different baggage charges which vary based on when you book, and whether or not you are a *********** Member. Being a *********** member allows you to have special discounted baggage rates, and this is displayed on our chart. 
  
  
  We are unable to honor your refund request. All Spirit bags and ancillary charges are non-refundable. It is the guest responsibility to ensure they are properly equipped for travel. 
  
  
  As outlined and agreed upon in our Contract of Carriage when securing a booking our fares, fees and ancillaries are non-refundable and non-transferable. Please know, that all Spirit bag charges are non-refundable. We appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy. 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 appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy.
  
  
  
  
  
  
  Have a great day! 

• Initial Complaint

  Date:05/03/2025

  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 4/24/25 I traveled to ********* for vacation and my luggage was damaged. My bag was a carry on and I was charged $99 to have it put under the plane as a checked bag at the gate. I was told by the person working the gate with a ski mask and skull cap, to go over to have the size checked which fit in the bag check compartment and the person checking it ripped my handle, after I woke him up. The entire trip was a flop because I never got a resolution to the problem. Upon my returning home 4/28/25 the strap was completely torn off.

  Business Response

  Date: 05/05/2025

  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 so sorry to hear about your experience. I completely understand how frustrating unexpected charges can be; however, we rely on the expertise of airport agents to assess the correct baggage charge based on our guidelines.
  Your ticket includes a free personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (18x14x8 inches) at the check-in counter, and at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur an additional charge. Keep in mind that baggage prices are cheaper when purchased in advance and online. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. Keep in mind that Guests can pre-pay for their baggage. Our team can verify that a bag is pre-paid for when their boarding pass indicates ancillaries. All baggage charges are non-refundable. The baggage sizes are listed on our website at the link below for your review: *******************************************************
  
  
  Please know that we do all that we can to ensure that our guidelines are followed on a consistent basis, and we will ensure that we address this matter on our end. 
  
  
  All Spirit bag charges are non-refundable. We appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy.
  
  
  Know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.
  
  You can use the link (******************************************************************) to initiate/update your mishandled bag claim.
  
  Please stay in direct contact with your claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.  
  
  
  
  If you have any further questions or concerns, you can reply to this thread. Be sure to include your confirmation code and the email address associated with the booking. 
  
  
  
  Have a wonderful day!
  
  

• Initial Complaint

  Date:05/03/2025

  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.

  At may ****** flight was cancelled G10 99 . It was a continuation flight from nk481 . In my opinion it should not take 12 hours from ******* to ***** possibly three on the train because of missed flight the bed at hotel thats 142 tonight is not refundable and I wont be sleeping there ; nor will I attend the business brunch I had to attend or my hair appointment in that case half of 154 dollars would not be enough for a refund to book a new flight nor would it be fair . Because they canceled the plane for weather its unlikely Im mad at that when ppl in ***** confirmed rain but its not raining now 11:14 and the 12:30 flight to ******* cancelled as well with only 9:30 am flight available its unfair I have to lose all that money ; not being able to eat or do things Im supposed to do. The ***************************************************** my business and hotel stay seeing how I still need both flights still .i love spirit airlines this is why Im asking for spirit to accommodate me as the loyal customer I am . Confirmation ******. Considering the fact that I wont be able to buy or get food until 1 pm tomorrow and Im undressed and cold with out food and my bed now I feel *********************************************************************** this airport and airline .

  Business Response

  Date: 05/05/2025

  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 delay caused.
   
  Your ORD-IAH flight was delayed due to an Air Traffic Control (ATC) decision due to a weather-related issue. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations.
   
  When this happens, the options available to our Guests are re-accommodation on the next available Spirit flight or if this option isn't feasible, a refund of the affected unused flight segment is issued. In these situations we dont offer hotel accommodations; refund for additional expense or other transportation.
   
  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 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.
  
  
  
  Although we cannot change your recent experience with us, we sincerely wish to make amends. As a courtesy, I have issued you a Future Travel Voucher (FTV) in the hopes that you will utilize it and therefore allow us another chance to serve you again. I've provided the information for your voucher below:
  
  Future Travel Voucher: 57686060430300001
  Amount: up to $30.00
  Expiration date:  May 05, 2026
  
  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 ************.
   
  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:05/02/2025

  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 purchased reservations through ***********. There was an error on the website when I booked the tickets I got a message saying oops your flight is no longer available. This happened 2x. I was paying through the KLARNA app since I couldn't pay the whole amount in full. My issue is Klarna has charged me for these reservations and theyhave already received$117.44 2x for each transaction from me. I spoke with ****** at Spirit Airlines and I was told my reservations were never cancelled even though I got emails stating they were. Spirit is saying if I pay $400 they will cancel all. Why would I pay cancellation fees for something I did not cancel. It is a glitch in their system and I really need help trying to resolve this matter

  Business Response

  Date: 05/05/2025

  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 bookings you attempted to secure. 
  
  
  
  Spirit and *********** are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any booking issues when guests use third-parties or travel agencies. 
  
  
  
  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.
  
  
  For further review, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  
  
  Have a great day! 

  Customer Answer

  Date: 05/05/2025

  I did not cancel any reservations. All 4 reservations were cancelled immediately by the system(Booking com) that same day April 24, 2025. Please see all 4 cancellation emails notifications from April 24, 2025.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23279234
  
  I did not cancel any reservations. All 4 reservations were cancelled immediately by the system(Booking com) that same day April 24, 2025. Please see all 4 cancellation emails notifications from April 24, 2025.
  
  Sincerely,
  
  ***** ****-*******

  Business Response

  Date: 05/06/2025

  The image you submitted, is for one booking. This booking has been fully refunded, $157.98 was refunded to the **** card ending in 3501. 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.

  As previously stated, Spirit and *********** are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any booking issues when guests use third-parties or travel agencies. 

  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: 05/06/2025

  Thank you for your response. Unfortunately I am still losing. This has been a big mess. There were 4 reservations that booked in error. I was charged for both through Klarna. It seems to me if the errors occurred that same day it should have automatically cancelled/refunded. I was never given any itinerary for the reservations. I paid ****** twice to Klarna and Klarna is saying I still owe them. Using a third party to book reservations and then using a third party to pay for them has become a nightmare. Never again. 

  Business Response

  Date: 05/07/2025

  We have carefully reviewed your complaint and our resolution remains unchanged. There will be no further correspondence regarding this matter

  Customer Answer

  Date: 05/07/2025

   
  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,
  
  ***** ****-*******