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

  114 N. Raliegh Avenue Atlantic City, NJ 08401

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines, Inc

  3400 E Sky Harbor Blvd Terminal 2 Phoenix, AZ 85034

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

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:05/01/2025

  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 family was traveling on a flight from ************* to ************ which included a layover in *********. During the flight a lady got sick and vomited multiple times on the seat and floor of the row next to us. I understand these things occur and from a business there is not much they can do.After the first flight my wife realized that when we get off and reboard my 2 children would be in the seats that the incident happened in. We waited and let everyone deplane and spoke to a flight attendant and told them that there was a lot of throw up and we wanted to request our seat be changed. We were told that the plane would get a thorough cleaning and that there was 2 seats that my children could move to. When we reboarded my kids got to their seats and there were food particles still everywhere. There was a white powder sprinkled on the floor and it looked like it was supposed to be vacuumed but ran out of time. I tracked down a flight attendant and showed them the gross situation. She apologized and told me she would move their seats. We waited 10 minutes and she never came back. We got a notification that we were leaving and started the safety protocols. My son picked up the seatbelt and there was large pieces of food particles on the belt and all in the seat. He stood up and came and sat with my wife and my other son. 4 people in 3 seats now and my kids now flying with no seatbelt. I alerted another flight attendant and she said "Oh my god, I am sorry". She went to the back and thought she was going to come with something to clean up the situation. Instead she handed me 4 sanitizer packets. Made no attempt at cleaning anything. I took pictures and a video and contacted Spirit airlines. Their response was offering a $30 discount. My son was sick 2 days after flying and was home from school. I cannot 100% prove his illness was from the puke but I would tend to think it contributed.I think being refunded for the flight would be more than a fair solution.TY

  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 your recent onboard experience. 

  Please be assured that all our aircraft undergo a thorough cleaning after the last flight of the day, and a quick turn-around cleaning in-between flight. I sincerely apologize that the cleaning crew was not as diligent as they should have been.

  Upon review, our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, your concerns were forwarded to our ******************** Team for review and each guest was issued a $30.00 Future Travel Voucher. Travel has been fully boarded and completed. Spirit does not issue refunds for services rendered. 

  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 

  
  

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23271678
  
  I am rejecting this response.  Offering a $30 voucher for my son sitting in vomit does not even out.  I feel I should at least be refunded for my sons seat especially since he did not sit in it most of the flight. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/06/2025

  As previously stated, our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, your concerns were forwarded to our ******************** Team for review and each guest was issued a $30.00 Future Travel Voucher. Travel has been fully boarded and completed. Spirit does not issue refunds for services rendered. 

  
  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.

  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:05/01/2025

  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.

  please check NK:039370006107 Its issue about my Gold status wrong expiration and cause my loss in two reservation The agent is lying that my Gold starts Jan 14.See here , even till Jan 21, I am still asking about my status.And I got the email about my status Gold Jan 22 or 24. See the email response The agents just forgot to do so and try to ignore his fault. That person's name is *****!!!So she tried to cover her fault and back trace to the date that I initiate the service complaint ticket!!!My app shows Gold till end of Apr. So for my two flight was affected my plan. 1) LQWN8U SJC to LAS April 29 $84 2) HJVD3J LAS to SNA April 17 $38 Because it suddenly disappeared at Apr 14 10pm PST not even midnight.Originally if the Gold till end of Apr, I have plenty of time to confirm then purchase.For 1) I have to purchase "Go Savvy" which cause me more For 2) I have to just take personal item and force me to take out lots of my stuff.

  Business Response

  Date: 05/02/2025

  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 Free Spirit account status. 
  
  
  
  Our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, our Loyalty Team stated that the activation date of the Status Match Challenge started on January 15, 2025. As you were unable to complete the agreed upon requirements, the system automatically downgraded your Free Spirit account status. We are unable to extend your Gold Status. 
  
  Additionally, your account shows zero SQPs for 2025.
  
  
  
  
  
  
  Have a great day! 

• Initial Complaint

  Date:04/30/2025

  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.

  I booked a flight through Spirit Airlines from ****** to ************ 4/29/2025, which included a 50-minute layover in ***************. Upon arriving in ***************, I sat in the gate area waiting for my connecting flight. At no point was an announcement made about a gate change. I asked multiple Spirit employees for an update, and not a single one could provide any information. I later found out the flight had already departedwith no prior announcement or communication.Despite asking every available Spirit employee about the situation, no one had answers, nor could they explain why no gate change was communicated. As a result, I was stranded in *************** for 24 hours until the next available flight.Adding to the frustration, an employee who had failed to assist me the day before greeted me the next day with, Youre still here? and proceeded to say they had misunderstood my question on 4/29/25 because it was the end of their shift. This response highlights the unprofessional, disorganized, and dismissive attitude I encountered throughout this ordeal.I called Spirit customer service on 4/29/25 to report the issue and request a refund. Despite the clear failure on the part of Spirit staff to communicate or assist, I was told nothing could be done. I received no offer of hotel accommodation, food, or any form of support. I was treated as if the inconvenience and negligence I experienced were my responsibility.This level of unaccountability is unacceptable. The lack of professionalism and failure to perform basic duties by Spirit Airlines staff is deeply concerning. I urge agencies such as the ***, ****, ***, and OACP to investigate this airlines operations and treatment of passengers.

  Business Response

  Date: 05/01/2025

  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. 
  
  
  Our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, 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. I understand that there was a gate change, and the announcements were made.
  
  
  Information about check-in requirements can be found in our Contract of Carriage (section 2.3 and 2.4), and in the Help section of our website. I have provided the below links for reference. 
  ********************************************************************************;
  
  ***********************************************************************************************;
  Additionally, our records show the airport agents made the gate change announcements, and it was posted on the screens throughout the terminal. 
  Our records show you were rebooked on the next available flight with the $99.00 rebooking fee waived as a courtesy. Travel has been fully boarded and completed. Spirit does not issue refunds for services rendered nor reimbursement or accommodations for guests who missed their flights. 
  
  However, I do see a Future Travel Vouchers was 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.
  
  
  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:04/30/2025

  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.

  On 4/7/25, I booked a flight from *********, ** to *****************, *** on Spirit Airlines. The flight was to depart on 4/30/25 at 8:35 pm and arriving at 10:23 pm. On 4/29/25, I checked in for the flight. After checking in, I received 7 messages changing flights 655 departure time starting at 8:51 AM. The departure time was changed as follows. 10:14 PM, 8:45 PM, 8:54 PM, 9:40 PM, 10 PM, 9;58 PM and 10;01 PM. I telephoned Spirit and spoke with an airline representative and supervisor. I explained that I had to meet other members attending the wedding at the airport and the flight was arriving too late. No other flight was available. I was told that I was only entitled to a refund for a major disruption or credit for a minor disruption. Then told that I was not entitled to either a refund or credit and if I canceled my $91 ticket would be lost and I would be charged an additional $99 for canceling. It is not my fault that the airline could not honor the flight that I paid for and confirmed. With the constant time changes there was no guarantee that the flight would depart. To attend the wedding my only option is to make the 15.5 hours drive to ***. I want my initial airline fare refunded and not to be charged a cancelation fee.

  Business Response

  Date: 05/01/2025

  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.
  
  
  
  We are sorry to hear about your flight interruption in reference to your delayed 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.
  
  
  
  For delays of three hours or more or a cancellation due to causes within our control, 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. As your flight was under the three hours or more window any cancellations or modifications would be considered guest-initiated and subject to applicable policy and fees. 
  
  Our records show, your CLT-LGA flight was delayed and ultimately 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.
   
  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.
  
  
  
  I see you have a return flight for 05/05/25 are you wanting to keep that flight? I can issue a full refund if you are not planning on taking that flight or issue a refund for the cancelled flight and leave your return flight on the booking. 
   
  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: 05/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (refund of the entire amount paid for the flight) is satisfactory to me
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/30/2025

  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.

  To Whom It May Concern,I am writing to formally file a complaint regarding my recent experience with Spirit Airlines. Below are the details of the incident:Booking Reference Number: UJYLFP Original Flight Details: Flight from ********* (LAS) to ****** (EWR) on April 28, 2024, departing at 10:43 PM and scheduled to arrive at 6:43 AM.Issue: The flight was canceled on April 28, 2024, without prior notice through the application.Despite the application showing the flight as on-time, I was only informed of the cancellation via email received at 5:41 pm while I was en route to the airport. Upon attempting to check in via the app, I was unable to do so and did not receive any notification about the cancellation.Upon arriving at the airport at 6 pm, I was informed by Spirit Airlines customer service that the flight was canceled due to weather conditions. However, other airlines were operating flights at the same time without any delays, and Spirit Airlines own flight to ************, which has similar weather conditions, was on time.Despite my clear communication with customer service and my request to be rebooked on an alternative flight to ****** or *************, I was not provided with any suitable options. Instead, I was rebooked on a flight for April 30, 2025, which was not feasible due to my prior ************** a result of this situation, I was forced to purchase a new ticket with Delta Airlines at a cost of $758.48, which was significantly higher than the original ticket price. Spirit Airlines refunded only the original ticket price of $62.19 and offered a voucher of $30 credit with Spirit Airlines, which I find unacceptable given the circumstances.I request a full reimbursement for the additional expenses incurred due to the cancellation and the inadequate support provided by Spirit Airlines. I believe this request is justified and aligns with consumer rights under the applicable regulations.I appreciate your prompt attention to this matter

  Business Response

  Date: 05/01/2025

  Hi Afsoun,
   
  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.
  
  
  
  Our records show you were previously assisted. Your concerns were thoroughly reviewed, and our position remains unchanged. 
   
  To reiterate, your LAS-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 a full refund was issued. $62.19 was credited back to your MASTER card ending in 1958 on 04/29/2025. Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution.
   
  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.
   
  However, I do see a Future Travel Voucher was 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 ************.
   
  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:04/29/2025

  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 missed a spirit flight on April 27th at 6:10 am. I went to guest services and was given a ticket for the 1:06 PM flight that said seat request ticket, proceed to gate for seat assignment so I did just that. The gate agent told me it was a standby ticket and did not guarantee me a seat, he recommended buying another ticket to guarantee a seat. So I did. I had to book an exit row seat that cost extra.When I was boarding the 1:06 pm flight I scanned the new $539 ticket I bought that morning. I did not scan the standby ticket I was given. I was pulled aside and told they had to reprint my ticket. I was moved from exit row seat 29A to seat 20F. I told the flight attendant about it and the gate agent when we deplaned. Both assured me I would get a refund on the exit seat that I did not sit in but said I would have to call customer service.When I called customer service I realized how much I got stiffed. I was marked as a no show for the ticket I paid $539 for and scanned at the gate. The seat I paid extra for had someone else sitting in it who they also charged extra for. They double booked and now because it was marked as a no show (despite me scanning that boarding pass) they will not refund **** have uploaded the digital boarding pass I paid for (seat 20A) and tried to board with. I have also uploaded the seat request ticket and the replacement boarding pass (seat 20F). Finally, there is a receipt for the $539 booking that is time stamped. I want a cash refund for the total price of this ticket since, despite attempting to utilize the services I was deceived into paying for, I was ultimately prevented from doing so.

  Business Response

  Date: 05/01/2025

  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.
  
  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: 
  *****************************************************************************************************************************
  Confirmation code JIH1JP and the picture you submitted shows this was a confirmed booking, there was no standby. This booking reflects the missed flight was moved with the $99.00 rebooking fee waved as a courtesy.  There were no additional fees charged on this booking. 
  
  Travel has been fully boarded and completed. Spirit does not issue refunds for services rendered. 
  
  Confirmation code XJ9LWS was also a confirmed booking you secured on 04/27/25. There was no standby on this booking, you cannot add/pay for a seat on a standby booking. Our records you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, your reservation reflects that you did not check-in for your flight or cancel it prior to the travel dates. If a guest does not board the aircraft for any reason, the flight is automatically canceled in the system and all remaining segments on the itinerary are automatically canceled. The flights cannot be reinstated, and the airfare is non-refundable.
  
  As a one-time courtesy we previously 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: XJ9LWS
  Amount: $536.99
  Expiration date: April 28, 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: 05/01/2025

   
  Complaint: 23265940
  
  I am rejecting this response because:

  
  1.
  Confirmation code JIH1JP and the picture you submitted shows this was a confirmed booking, there was no standby. This booking reflects the missed flight was moved with the $99.00 rebooking fee waved as a courtesy.  There were no additional fees charged on this booking. 
  
  Travel has been fully boarded and completed. Spirit does not issue refunds for services rendered.
  
  
  Response: when I approached the gate to request a seat with confirmation JIH1JP as directed by the ticket your gate agent told me this it was a standby ticket and did not guarantee me a seat on that flight.
  
  
  I purchased the XJ9LWS booking because they told me I would not be guaranteed a seat on the flight home. I should get a full refund due to this deception. Which since you double booked the seat may amount to fraud. I want a full refund.
  
  
  2.
  Confirmation code XJ9LWS was also a confirmed booking you secured on 04/27/25. There was no standby on this booking, you cannot add/pay for a seat on a standby booking.
  
  
  Correct, I did not claim this was a stand by ticket. I was told by your gate agent that the JIH1JP booking that you said Confirmation code JIH1JP and the picture you submitted shows this was a confirmed booking, there was no standby. This booking reflects the missed flight was moved with the $99.00 rebooking fee waved as a courtesy. I was told this was a standby ticket by your gate agent and that I was not guaranteed a seat.
  
  
  This either amounts to incompetence of your crew or deception. Either way, I should not be responsible for being misinformed by a spirit employee which is what is at issue here. I am not on the hook for your employees mistake in the information they provided me.

  I want a full refund due to being either deceived for financial gain or incompetence. 

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

  Customer Answer

  Date: 05/01/2025

  the issue here is that booking XJ9LWS was purchased based on incorrect information about the ticket generated booking JIH1JP given to me by the merchants employee at the gate.

  When I approached the gate agent at F4 with the newly generated ticket labeled *seat request*, the information the gate agent provided lead me to believe I would not be guaranteed a seat on the flight.

  Had I not been given incorrect information by the gate agent, I would not have purchased the XJ9LWS booking.

  Therefore, I should be refunded since their gate agent provided me with incorrect information.

   

  Initially I felt victimized by this as if it were an intentional deceit given spirits reputation. I thought I got baited and switched. Now, after communicating with them through multiple modalities it seems more like their employee just made a mistake when he looked at the ticket that said *seat request*. However, had he not led me to believe it was a standby ticket and that I may not be able to get on the plane, I would not have purchased the separate ticket.

  I think there is some confusion on spirits part about this so I wanted to clarify my wording.

  Business Response

  Date: 05/02/2025

  There was no confusion, you handed the agent the wrong ticket knowing that you purchased another ticket. The original booking could have been modified to rebook you on a new flight. Additionally, there are no notes in your reservation to corroborate either of your claims. 

  As previously stated, confirmation code JIH1JP and the picture you submitted shows this was a confirmed booking, there was no standby. This booking reflects the missed flight was moved with the $99.00 rebooking fee waved as a courtesy.  There were no additional fees charged on this booking. 
  
  Travel has been fully boarded and completed. Spirit does not issue refunds for services rendered. 
  
  Confirmation code XJ9LWS was also a confirmed booking you secured on 04/27/25. There was no standby on this booking, you cannot add/pay for a seat on a standby booking. Our records you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, your reservation reflects that you did not check-in for your flight or cancel it prior to the travel dates. If a guest does not board the aircraft for any reason, the flight is automatically canceled in the system and all remaining segments on the itinerary are automatically canceled. The flights cannot be reinstated, and the airfare is non-refundable.
  
  As a one-time courtesy we previously 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: XJ9LWS
  Amount: $536.99
  Expiration date: April 28, 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. 
  
  ********************************************************************************************************************************

  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: 05/02/2025

   
  Complaint: 23265940
  
  I am rejecting this response because:

  In response to your last message,

  There was no confusion, you handed the agent the wrong ticket knowing that you purchased another ticket. - I handed the agent the ticket I was under the impression would get me a guaranteed seat on that flight. I don't know anyone who would do otherwise under the same circumstance of believing they have one ticket with a guaranteed seat (XJ9LWS) and one that is believed to be standby (Seat Request ticket). The ticket (XJ9LWS) I bought following the information I was given by the agent at ******* who I spoke to immediately after leaving guest services to request a seat as instructed to do on the ticket itself. I literally went to the counter and requested the seat as the seat request ticket instructed. This gate agent then led me to believe he couldn't assign the seat at that time because I may or may not get a seat on the flight.
  
  
  The original booking could have been modified to rebook you on a new flight. - ************** did not tell me this was a guaranteed seat. When I went to the gate agent at F4 the information he provided me on the ticket marked *seat request* and left me under the impression that I may not get on the plane if there was few seats remaining. I literally went to the counter and requested the seat as the seat request ticket instructed. This gate agent then led me to believe he couldn't assign the seat at that time because I may or may not get a seat on the flight.
  
  
  "Additionally, there are no notes in your reservation to corroborate either of your claims. - Go check the F4 cameras at ***************, at around 7:00 AM +/- 30 minutes if you want to corroborate that I spoke to the gate agent immediately following that. Also check the footage from the gate in **********, where I went and talked to the gate agent immediately after deplaning and they said they would add a note to my reservation, I guess this is another example of poor customer service by ********************** where I was again given incorrect information.
  
  As previously stated, confirmation code JIH1JP and the picture you submitted shows this was a confirmed booking, there was no standby. This booking reflects the missed flight was moved with the $99.00 rebooking fee waved as a courtesy.  There were no additional fees charged on this booking. - No one explained this and then the gate agent at F4 led me to believe it was stand-by.
  
  Travel has been fully boarded and completed. Spirit does not issue refunds for services rendered - service was not rendered on the XJ9LWS booking. 

  ----------

  
  Spirits review has been disingenuous. When I missed the first flight under booking JIH1JP and was given a ticket marked *seat request*  by guest services no one made it clear I was guaranteed a seat on the plane with the ticket marked *seat request* or that it was a confirmed seat.
  
  The newly issued ticket for the later flight under booking JIH1JP itself said *seat request*. When I proceeded to the gate for seat assignment based on the instruction on the ticket, the gate agent at F4 (sometime between 6:45 - 7:45 AM) led me to believe I was not guaranteed a seat on that flight. I approached the counter to request a seat as instructed to do on the ticket marked *seat request*. He did not assign me a seat at that time and made it seem like I may or may not get one at the time of the flight. Based on the information provided by the gate agent that this was a standby ticket, I purchased another ticket to make sure I got home. We now know that information was incorrect, that there-issues ticket that said *seat request* on booking JIH1JP was a confirmed seat - which I was led to believe by the gate agent it was not guaranteed I would have a seat. Now I am being told theres nothing to corroborate this encounter? Surveillance footage from the gate would easily confirm I spoke to the agent.
  
  
  The best information I had at the time I purchased the XJ9LWS ticket was what the gate agent provided me. We now know after the fact that the information he provided me about the JIH1JP booking was incorrect.
  
  
  Furthermore despite being marked as a no show, the boarding pass for the XJ9LWS booking is what I attempted to board the plane with rather than the *seat request* ticket under the JIH1JP booking that I was lead to believe was a standby ticket. The best information I had at the time was that XJ9LWS was the ticket that would get me home. 
  
  
  Ultimately they assigned me a seat on the ticket marked *seat request* (JIH1JP) with a new boarding pass for seat 20F printed at the gate and marked me as a no show on the XJ9LWS booking, leading me to not use exit row seat 20A which I paid an additional $76 for.
  
  
  If I was correctly informed by spirits gate agent that I had a confirmed seat on the flight at the time that I spoke with them to request seat assignment, I would not have purchased the XJ9LWS ticket. Which is why I would like a refund - Every action of mine your claiming refutes my claim to a refund is premised upon your employees providing incorrect information and not doing their job putting notes in the reservations. You are using the failures of your own employees to somehow pin the responsibility on your passengers. It sounds like had they made notes on the reservation, we may not be having this discussion. Certainly, if the gate agent I spoke with told me I was guaranteed a seat with the JIH1JP ticket marked *seat request* and not led me to believe it was a standby ticket, I would not have purchased the XJ9LWS ticket.

  The disappointing part is I thought I would give Spirit a chance, my mother is a flight attendant on a low cost carrier and they seem to do a pretty good job. In this case, Spirits poor reputation is proceeding itself. 

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

  Customer Answer

  Date: 05/02/2025

  I am a resident doctor, I have very little time off and not a lot of money to travel for leisure because we are paid poorly. I would be more accepting of the travel credit if there was not a 1 year limit to it, which is why I am continuing to push for a full refund. Most travel I do is to conferences and it is booked through my hospital system. There is likely no utility with a 1 year travel credit for me is because I wont likely get the chance to use it.

  If it could be adjusted to 3 years I would accept that as a reasonable resolution.

   

  Thank you,

   

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

  Business Response

  Date: 05/05/2025

  As previously stated, Confirmation code JIH1JP and the picture you submitted shows this was a confirmed booking, there was no standby. This booking reflects the missed flight was moved with the $99.00 rebooking fee waved as a courtesy.  There were no additional fees charged on this booking. 
  
  Travel has been fully boarded and completed. Spirit does not issue refunds for services rendered. 
  
  Confirmation code XJ9LWS was also a confirmed booking you secured on 04/27/25. There was no standby on this booking, you cannot add/pay for a seat on a standby booking. Our records you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, your reservation reflects that you did not check-in for your flight or cancel it prior to the travel dates. If a guest does not board the aircraft for any reason, the flight is automatically canceled in the system and all remaining segments on the itinerary are automatically canceled. The flights cannot be reinstated, and the airfare is non-refundable.
  
  As a one-time courtesy we previously 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: XJ9LWS
  Amount: $536.99
  Expiration date: April 28, 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. 
  

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

  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: 05/08/2025

   
  Complaint: 23265940
  
  I am rejecting this response because:

   

  Following corporate policy is one thing and would be acceptable. However, I am left curious about your corporate policy on your employees misleading customers. I was mislead into buying that ticket, which I did based on the information provided by the gate agent, that after the fact we know that information was wrong. 

   

  In the interest of resolving this, if you made the voucher valid for 3 years I would consider that a reasonable resolution.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/28/2025- I went onto my ************************ account, which is my email and saved password on my computer and Iphone App. I was unable to login and did a password reset. I never received the email to reset the password. I got online with Chat and they told me that the email address was changed with help of an agent via chat. They would not provide the new email address or confirm if my personal information was still on my profile. I know I have saved Credit cards on the account, along with my Known Travelers Number, my home address and over ****** miles. Today I went on CHAT again and get a supervisor, I did email myself the transcript of the conversation. They would not resolve the email. I asked them to email the account on file to have them provider a Photo ID that shows who they are. They will not tell me what the email has been changed to. And today, they said it was done on the account itself.

  Business Response

  Date: 05/01/2025

  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 and the service received. 
  
  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.
  
  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/missing 
  
  
  We look forward to your correspondence.

• Initial Complaint

  Date:04/29/2025

  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.

  Spirit Airline Flight 670 FLL to EWR on 4/17/2025 was cancelled last minute after being overbooked due to weather conditions. Ive researched the other flights in and out of that airport on that day and going to ****** as well as weather elsewhere and think its false. They are not responsible for compensation if out of their control. I paid over $1200 to fly United to get home and want them to reimburse me. They just credited me $372 for the flight they cancelled. They did not have any other flights available for 4 days. Ive escalated it with them and they continue to say it was weather with no proof. I also filed a complaint with ***. The flight was cancelled right after they unsuccessfully tried to offer money and hotel to 3 passengers for switching their flight because they were overbooked. Please pursue this or help me to.

  Business Response

  Date: 04/30/2025

  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. 
  
  We are sorry to hear about your flight interruption. 
  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.
  
  Our records show you were previously assisted. Your concerns have been reviewed, and our position remains unchanged. To reiterate, your FLL-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 a refund was issued back to the original form of payment, a 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: ?WG4HPL
  
  Amount: $373.98
  
  Expiration date: April 17, 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: ******************************************************************************************************************************
  
  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.
  
  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.
  
  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: 04/30/2025

   
  Complaint: 23263880
  
  I am rejecting this response because:
  I want Spirit to provide proof that the flight was cancelled due to weather reported by ***. They should have the burden of proof. This was the only flight cancelled that afternoon, not even delayed. It would be financially beneficial to claim weather, as they would not be responsible for reimbursing extra expenses incurred to passengers stranded. They must keep records.
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/01/2025

  The information you are requesting would need to be done directly with Air Traffic Control (ATC). 

  As previously stated, our records show you were previously assisted. Your concerns have been reviewed, and our position remains unchanged. To reiterate, your FLL-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.

  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: 05/01/2025

   
  Complaint: 23263880
  
  I am rejecting this response because:
  Spirit Airlines should be able to provide me with the report they received from ***. I should not have to now contact *** separately. You must keep records. I want a copy. This should not be a problem.
  Sincerely

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

• Initial Complaint

  Date:04/29/2025

  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 4/25/25-4/28/25. I originally paid for 2 bags but only used 1 which Spirit has full knowledge of on 4/25/25. Each bag online was $79 if you purchased it online. If you purchased it at the airlines it was $99. So on April 24th I initially had two bags under my name but changed them to myself and my fiance. I only checked in one bag at the time of arrival which was the 4/25 flight but was charged $178. I called spirit and they gave me a $99 credit for a future flight. Which was initially ok. On our return flight on 4/28/25 we added a bag at the gate which was $99. When we added the bag my fiance used her own credit card and was charged $99. Spirit felt the need to take an additional $79 out of my account on the same day even though the bag had been paid for. I called Spirit on 4/29/25 and they refused to put my money back in my account that they fraudulently took out of my account without my permission. The representative told me that they do not refund money back even if it was their error. I was okay with the initial $99 credit from their 1st s**** up which happened on the 25th of April but then you turn around and charge me $79 for a bag that was paid with a physical card at the airport on the 28th of April? I just want my $178 back in my account. I will never fly Spirit again. This has been a horrible experience!!

  Business Response

  Date: 04/30/2025

  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 bags you added to this booking. 
  We are unable to honor your refund request. All Spirit bags and ancillary charges are non-refundable. 
  Our records show you added each of these bags there was no agent error or Spirit mistake. The bags were added via the Spirit website on 04/25/25 and 04/27/25. 
  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! 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23262642
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 05/01/2025

  As previously stated, we are unable to honor your refund request. All Spirit bags and ancillary charges are non-refundable. 

  Our records show you added each of these bags there was no agent error or Spirit mistake. The bags were added via the Spirit website on 04/25/25 and 04/27/25. 
  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. 

  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:04/28/2025

  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 family purchased tickets with spirit to fly from ************** to *********** for a Cruise leaving April ******* return flight April 24, 2025. The confirmation numbers NR5K7E, SL5BXM. On Friday, the 18th my son's bag was accidently picked up by airport police and transferred offsite. It resulted in both of us missing our original flight. We filed a claim at the airport for the incident. Spirit did not refund any money for this missed flight even though I had insurance on my flight, nor could they partner with another airline to connect me and my son for travel that evening. As a result, I had to book two flights with Delta Airlines as I had to be in *********** by midafternoon Friday to depart for the cruise. So, I lost two paid flights with spirit, paid for two more flights with Delta. Then Spriit did not tell me they cancelled my return flight because I did not board the original flight. So, I had to buy another ticket with United Airlines to get home. Spirit gave me cancellation credit good for a year for the return flight. However, I lost my departing flight money, my sons departing flight money ticket, booked 3 new flights with two airlines. And get this my wife's luggage was not placed on the plane and is currently missing to which we have filed a claim and still don't have the luggage a day later EWRNK79539005. I want Spirit to compensate me in cash my entire reservation, my son's flight for 04/18. And Payment for the 3 flights I had to book for my son and myself with *****, and United as they have no partnership and the airport incident that originally caused this was not our fault and they should have provisions for this. My wife's flight was delayed and hour and a half, and her bag has been lost for two days not making the plane due to Spirit's incompetence. I want her to receive some type of flight voucher not for food or internet for the pain and suffering as the items in that bag costs over $2500

  Business Response

  Date: 04/29/2025

  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 and bag issues. 
  
  Spirit is not liable or responsible for any booking issues when airport policy or any law enforcement guests involved. It is the guest responsibility to ensure all personal belongings are kept with them at all times, unless retrieving a checked bag from the bag carousel. 
  
  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: NR5K7E & SL5BXM
  Amount: $480.98 & $215.99
  Expiration date:  April 29, 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. 
  ********************************************************************************************************************************
  Spirit does not issue nor provide refunds or reimbursement for guest who miss their flights. Also, no refund are due when a service has been rendered. 
  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.  
  
  
  Have a wonderful day!

  Customer Answer

  Date: 04/29/2025

  I also want some type of compensation for my wife's bags being lost for three days. It is unacceptable that her flight did not go on the plane. She paid $720.00 including baggage seats and additional $100.00 in changing her ticket.

  The bag was not placed on the spirit airplane and spirit should be responsible since we were a customer on their plane and take responsibility. I am reviewing the offer of resolution, but I also want this piece addressed before I accept or reject.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23261053
  
  I also want some type of compensation for my wife's bags being lost for three days. It is unacceptable that her flight did not go on the plane. She paid $720.00 including baggage seats and additional $100.00 in changing her ticket.
  
  The bag was not placed on the spirit airplane and spirit should be responsible since we were a customer on their plane and take responsibility. I am reviewing the offer of resolution, but I also want this piece addressed before I accept or reject.

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

  Business Response

  Date: 04/30/2025

  As previously stated, Spirit does not issue nor provide refunds or reimbursement for guest who miss their flights. Also, no refund are due when a service has been rendered. 
  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 claim's 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.  

  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: 05/01/2025

  The responder has not clarified any concessions about my wife's lost bag. You cannot blame the airport the bag was checked with spirit and lost for three days and returned to her 3 days later with missing items that caused monetary loss. Spirit has not addressed this portion in their response.  For a person who paid ****** to fly 

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23261053
  
  The responder has not clarified any concessions about my wife's lost bag. You cannot blame the airport the bag was checked with spirit and lost for three days and returned to her 3 days later with missing items that caused monetary loss. Spirit has not addressed this portion in their response.  For a person who paid ****** to fly 

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

  Business Response

  Date: 05/01/2025

  You were previously advised, twice now on how to file a compensation for your bag. 

  As previously stated, Spirit does not issue nor provide refunds or reimbursement for guest who miss their flights. Also, no refund are due when a service has been rendered. 
  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 claim's 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.  

  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: 05/05/2025

   
  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,
  
  ******* *******