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Complaints
This profile includes complaints for Spirit Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,291 total complaints in the last 3 years.
- 1,032 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/29/2025
Type:Product IssuesStatus: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 IssuesStatus: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 $2500Business 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 flyCustomer 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,
******* *******Initial Complaint
Date:04/28/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased tickets from *** to mco on 4/1 for myself, my husband and my 1 year old daughter. To travel from 4/24-4/28 this is the second time I have traveled with her so I had no idea that at the age of 2 she would need her own seat when she still sits on my lap anyways. However upon my arrival today of trying to get back to ewr I was notified that my daughter was not on the reservation but that I needed to pay $447 for a ticket. I purchased the ticket well in advanced to be notified about anything that needed to be changed. They refuse to take accountability on informing their customer (me) or compensating me for their financial inconvenience.Business Response
Date: 04/29/2025
Hi Crystal,
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 Spirit's lap child policy.
As outlined and agreed upon in Spirit's Contract of Carriage, from 7 days old until his/her second birthday (age 7 days to 23 months), a child is considered a lap child and does not need a paid seat; however, guests may opt to buy a seat for the infant if they prefer.
Per federal regulations, once a child has their second birthday (24 months and older), they are no longer considered a lap child, and a seat must be purchased in order for them to travel. If a child has their second birthday between the outbound and return flight, a seat will need to be purchased for the return flight.
Spirit reserves the right to request documented proof of age for any traveler 2 years old or younger. Please be prepared to provide documentation (birth certificate, passport, etc.) upon request. Traveling With Children Spirit Support
It is the guest responsibility to ensure all guests are properly equipped for travel and all agreed upon Spirit policies and guidelines are followed. Spirit is not liable nor responsible for any guest errors. Spirit does nor issue refunds or compensation for any guest related errors.
For further review, provide your confirmation code, and e-mail address used when booking your reservation.
Havea great day!Customer Answer
Date: 04/29/2025
Complaint: 23259080
I am rejecting this response because: the purchase should have never been allowed without paying for the proper ticket if it was an issue. I should have been notified as soon as possible. Secondly when we were departing I should have also been notified about the ticket issue if there was one, that is what an agent is trained for. To have my daughter on the reservation for outbound flight to ******* but not the inbound coming back to ****** and then having a price of $447 just thrown at me is preposterous. This is one of the reasons this airline gets so much hate because of the unfairness you exude. Take accountability for your staff and the lack of communication that affected a loyal customer. Check my history this is not my first flight with spirit but it may my last and I will see to it that this story is heard near and far.
Sincerely,
******* *******Business Response
Date: 04/30/2025
As previously stated, as outlined and agreed upon in Spirit's Contract of Carriage, from 7 days old until his/her second birthday (age 7 days to 23 months), a child is considered a lap child and does not need a paid seat; however, guests may opt to buy a seat for the infant if they prefer.
Per federal regulations, once a child has their second birthday (24 months and older), they are no longer considered a lap child, and a seat must be purchased in order for them to travel. If a child has their second birthday between the outbound and return flight, a seat will need to be purchased for the return flight.
Spirit reserves the right to request documented proof of age for any traveler 2 years old or younger. Please be prepared to provide documentation (birth certificate, passport, etc.) upon request. Traveling With Children Spirit Support
It is the guest responsibility to ensure all guests are properly equipped for travel and all agreed upon Spirit policies and guidelines are followed. Spirit is not liable nor responsible for any guest errors. Spirit does nor issue refunds or compensation for any guest related errors.
For further review, provide your confirmation code, and e-mail address used when booking your reservation.Customer Answer
Date: 04/30/2025
Complaint: 23259080
I am rejecting this response because: although you are reiterating rules. It doesnt stop the fact that spirit airline should have notified me if not when I purchased, definitely when I departed that I would indeed need to book a fare for the returning flight. I willingly handed over her passport without them asking because Im an honest fair person who really had no clue about this rule. Not to mention she did not sit in the seat that I paid $447 for. The confirmation for her ticket was OWT8GN. When we booked the flight my confirmation code was KGYDFI.
Sincerely,
******* *******Business Response
Date: 05/02/2025
Our records show you secured your booking via ******. Spirit and ****** are two separate entities, each owned and operated individually. Spirit is not liable or responsible for how third-parties or travel agencies display Spirit's policies and guidelines.
As previously stated, as outlined and agreed upon in Spirit's Contract of Carriage, from 7 days old until his/her second birthday (age 7 days to 23 months), a child is considered a lap child and does not need a paid seat; however, guests may opt to buy a seat for the infant if they prefer.
Per federal regulations, once a child has their second birthday (24 months and older), they are no longer considered a lap child, and a seat must be purchased in order for them to travel. If a child has their second birthday between the outbound and return flight, a seat will need to be purchased for the return flight.
Spirit reserves the right to request documented proof of age for any traveler 2 years old or younger. Please be prepared to provide documentation (birth certificate, passport, etc.) upon request. Traveling With Children Spirit Support
It is the guest responsibility to ensure all guests are properly equipped for travel and all agreed upon Spirit policies and guidelines are followed. Spirit is not liable nor responsible for any guest errors. Spirit does nor issue refunds or compensation for any guest related errors.Travel has been fully boarded and completed. Spirit does not issue refunds for services rendered.
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: 23259080
I am rejecting this response because: whether it was through spirit or a third party the rules still apply right? So the accountability is for the employees who work at the airlines. Instead of trying to hustle loyal customers be upfront with them and be honest. No matter how the tickets were paid for, when I was departing to our destination and willingly gave the agent my childs passport I should have been notified of these policies you keep reiterating. At the end of the day that $447 was a waste because my child never sat in that seat! And if not all my money at least half of it needs to reimbursed!
Sincerely,
******* *******Initial Complaint
Date:04/28/2025
Type:Product IssuesStatus: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 have reservation TM5BWJ. I talk to spirit to explain that there is a active volcane eruption with a red alert. ************************************************************************************************ alert came directly from goverment and they still want to me travel.I want a refund for this to be safe but they said they dont care and still.making me travelBusiness 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 you want to cancel your upcoming booking, confirmation code TM5BWJ. I
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.
I was able to pull your reservation TM5BWJ, our record shows that this reservation is confirmed and good to go. As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable. At this time, we cannot uphold your request for a refund as our policy for reservations is non-refundable. This decision is not based on a lack of compassion. Consistency in our guidelines is the only way to be fair to all our valued Guests.
Additionally, there are currently no approved, posted travel advisories on Spirit's website. As so any cancellations or modifications are considered guest-initiated and are subject to applicable fees and policies.
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!Initial Complaint
Date:04/28/2025
Type:Product IssuesStatus: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 April ******* @ ********************* approximately 734am my husband was pulled out the line by tsa stating his name was spelled incorrectly on his ticket we was told to have it corrected by spirit airlines which was in the other building when we arrived the receptionist had strong language barrier in which it was hard for us to understand her stated we won't make our flight dispite we still had time remaining she never even attempted to help we ended up catching another flight with a different airline because the next flight through Spirit was only available for the next day in which we had to go to work, we were able to catch a 10:30 flight back out to ************ through Southwest airline. I am requesting a full refund for the amount of $752 due to Spirit negligence and not being able to assist us. Also coming from ************ to ***** we ran into the same issue which was corrected by them and then not corrected coming back. They're stating now that we forfeited our ticket and we was actually there trying to catch our flight. The receptionist was no help to us at all. She didn't even bother to even change the name and when we went back to look for her she was gone after we called and filed a complaintBusiness 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.
Spirit and TSA are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any *** polices or guidelines.
It is the guest responsibility to ensure all booking information is correct, once a booking has been secured any cancellations or modifications are subject to applicable polices and fees.
We'd like to review your missed flight details. There is a 45-minute check-in cut-off time for domestic departures and 60-minute check-in cut-off time for international departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags. When a Guest does not complete the check-in process prior to the cut-off time, they are subject to their reservation being forfeited, and additional charges may be incurred. The flights cannot be reinstated, and the airfare & ancillaries is non-refundable.
Due to lengthy TSA security checkpoint times, its recommended that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights.
Additionally, If you fail to make yourself available for boarding at the gate at least 15 minutes prior to the (original) scheduled departure time for domestic flights; or 30 minutes prior to the (original) scheduled departure time for international flights, you run the risk of forfeiting your flight.
Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website:
*****************************************************************************************************************************
Our records show our ticket counter assisted you with the correction. you were advised of the cut off times and provided your rebooking options. The agent rebooked you and waived the $99.00 rebooking fee per person as a courtesy.
Spirit does not issue refunds or reimbursement for guest who miss their flights.
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: AI6VGP
Amount: $201.98
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.
********************************************************************************************************************************
We hope to welcome you on board a future Spirit Airlines flight soon.Initial Complaint
Date:04/27/2025
Type:Product IssuesStatus: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.
When I checked my bags in at **********************************, I was asked if I wanted to upgrade my seat for the second leg of my layover from ********* to ******, and it would only be $5.76. I opted to do so, paid the $5.76, went to *********. As I went to board the plane in ***** to go to ******, I was told I did not have a seat designation, and that I needed to talk to the gate agent, who very rudely told me that he didn't know why the first ******** would say that, that's not how that works. So I asked what did I pay for, he couldn't tell me, but gave me the call service number to get a refund for the money I spent. I called the number just to be told that seat upgrades are non refundable, even though it was not honored, and I was told in person it was not a seat upgrade charge. I was told over the phone to talk to the chat feature to show a picture of my boarding pass saying that I had a seat that I did not receive, as well as the receipt for the upgrade charge. The chat informed me that the money was already sent to a voucher, and that the voucher was already redeemed, therefore there was nothing to do. I assure you I never received any vouchers in my email or otherwise, so how could I have redeemed it if I never got it?Business Response
Date: 04/28/2025
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 seating issue.
The agent advised you correctly as you did use your Volunteer Voucher you were previously issued to secure this booking, any modifications or cancellations reverts to the used voucher, however as they are single use only there is no added back value as it is recognized to be fully redeemed.
In your case our records show you modified this booking three times in regard to seats the first was done by you online you switched your seat from 6F to 5F, then on 04/27/25 the agent assisted you with switching from 5F to 1D where you paid the upgrade fee, $37.74 from your voucher and $5.76 from your ***** The seats show they were then changed back from 1D to 5F via the internet. The cancelled seat was zeroed out and reverted back to the redeemed voucher. Vouchers are single use only.
As a one-time courtesy, I have reissued you a voucher for $38.00 and a refund for the $5.76. $5.76 has been refunded to the **** ending in 7082. 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.
I've provided the information for your voucher below:
Future Travel Voucher: 57649300513600001
Amount: up to $38.00
Expiration date: April 28, 2026
Future Travel Vouchers are valid for a single use with no remaining value after its use. It can only be used by the Guest it was issued to and is non-transferable. Future Travel Vouchers can only be applied to the flight portion of the base fare including carrier fees and taxes. It cannot be redeemed for cash and cannot be used for any other products including vacation packages, car rentals, bags, and seats. Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. 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:04/26/2025
Type:Product IssuesStatus: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 file a formal complaint against Spirit Airlines regarding a cancelled flight and the airline's failure to provide the services we paid for.On June 22, 2024, our family was booked on Flight NK3838 from ************ (MYR) to ********** (PIT). Instead of being flown to ********** as purchased, Spirit Airlines rerouted us the next day to *******, **, which is not a substitute for ********************************. This change caused us additional expenses and significant inconvenience, as our vehicle was parked at PIT.We also paid extra for bundled services, including seating together and baggage, yet were scattered throughout the plane. Despite repeated attempts to contact Spirit Airlines since June 2024, we have not received a refund or meaningful response. At a minimum, we are requesting:A full refund for the tickets and bundled fees Reasonable compensation for the inconvenience and out-of-pocket costs Spirit Airlines did not deliver the services we paid for. The handling of this situation has been unacceptable and unprofessional, and we are requesting the BBBs assistance in resolving this issue.Business Response
Date: 04/28/2025
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 you cancelled flight. Our records show you were previously assisted on multiple cases. Your concerns haven been thoroughly reviewed and addressed, our position remains unchanged. I have provided the most recent response you were sent by our DOT Team in response to your DOT case. There is no further response due nor is any compensation or reimbursement due.
Hello *****,
Thanks for bearing with us while we reviewed your follow up note to the **************************** regarding case ****** was being reviewed. For your convenience, I have provided the response that was sent to you in your previous case, which addresses your concerns.
"Hello *****,
Thanks for bearing with us while we reviewed your note to the **************************** (***). They have asked us to respond to you directly, and I have taken a thorough look at your concerns as they are very important to us at Spirit.
I am sorry to read about the cancellation of your flight from ************ (MYR) to ********** (PIT) on June 22nd. I can confirm that the flight was cancelled due to Air Traffic Control decisions associated with adverse weather, not staffing issues. When weather conditions deteriorate, ATC re-routes planes around adverse weather which caused less airspace and triggers delays and cancellations. We do all that we can to prevent these cancellations but at times they are unavoidable. Please keep in mind that even if the station you are located at may not have been affected by adverse weather, the aircraft assigned to your flight may be coming from a separate area of the country that has been affected by adverse weather. Weather nearby or even hundreds of miles from your departure or arrival airports can affect a flight.
When cancellations occur, our best efforts are made to get our Guests to their destinations as quickly as possible. In doing so, we offer the next available Spirit flight, but if this is inconvenient for a Guests schedule, we offer a travel credit or a refund of the affected segment. In your case, we rebooked you on the next available Spirit flight from MYR to Latrobe (LBE), which is the nearest airport for the following day. We sent email notifications to the address on file, ******************** with the new flight information and the email stated "Should these options not work for you, please contact us". While I happy to see that your party was able to complete travel, I sincerely apologize for any inconvenience this may have caused.
Regarding your note about your carry- on baggage and seats, please note that we do not transport baggage separately from passengers. It would need to remain with you during your travel as it is not automatically transferred to alternate destinations. Also, transportation accommodations are not something we provide for a cancellation due to weather. Our records confirm that you purchased 'Just For You Bundles' and everything you included in your bundle was available to you for the rebooked flight. You received a carry-on bag; shortcut boarding and you were able to choose your seat. Our seating availability is limited, and we regret you could not select the exact seats you wanted as they were not available to you, but you were still able to select from those available. Because you selected your seats and completed travel, a refund is not something we can provide.
Moreover, I understand you may have incurred additional expenses. I wanted to also take the time to clarify that since the flight cancellation was considered uncontrollable due to weather and Air Traffic Control decisions outside of our control, we are unable to reimburse any incurred expenses, which is in line with our Contract of Carriage and ************* Plan. Additionally, there is a not a requirement from DOT for carriers to reimburse Guests in these scenarios. However, I am happy to see that your party has been issued four vouchers in the amount of $50 each as a courtesy. For more information on how to redeem your voucher, please click here.
I assure you that we are committed to offering quality ************* and ensuring that your flight experiences are both positive and memorable. I hope that despite this incident, we get a chance to welcome you on a future Spirit flight."
Best Regards,
*******
DOT SpecialistCustomer Answer
Date: 04/28/2025
Complaint: 23253943
I am rejecting this response because:Please allow me to explain and clarify a few things below.
Dear Spirit Airlines ***************** ******************** DOT Team, and the Better Business Bureau,
I am writing again to follow up on our unresolved refund requests for cancelled Flight NK3838 from ************ (MYR) to ********** (PIT) on June 22, 2024. We have yet to receive any resolution or adequate response, and we will continue to pursue this matter until the funds for the services not rendered are returned to us.
To reiterate, your airline did not provide the services we paid for. Dropping us off at a field in *******, ** is not a substitute for flying us to ********************************. Our personal vehicle was parked at ***, and the detour to ******* caused significant inconvenience, added transportation expenses, and unnecessary travel complications.
Additionally, we paid extra fees specifically to sit together. Despite this, Spirit Airlines assigned us seats scattered across the aircraft. This is a breach of the service agreement and unacceptable given the additional cost we paid for bundled seating and baggage.
Your airline:
Did not fly us to our purchased destination (PIT).
Did not seat us together despite paid upgrades.
Did not offer reasonable alternative flights or transportation to our final destination.
Made last-minute changes that resulted in us being stranded in both ************ and ********
At minimum, we expect a full refund for our tickets, bundled seating, and baggage fees. Further, we request fair compensation for the undue stress, expenses, and disruption your mishandling has caused us.
We have attempted to resolve this with your customer service team since June 2024, without success. You cannot keep funds for services that were not delivered. Spirit Airlines must be held accountable for failing to fulfill the basic terms of our purchase.Sincerely
***** *****
Business Response
Date: 04/29/2025
As previously stated, your concerns haven been thoroughly reviewed and addressed, our position remains unchanged. I have provided the most recent response you were sent by our *** Team in response to your *** case. There is no further response due nor is any compensation or reimbursement due. You are welcome to follow up with the *** Team for any further assistance.
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: 04/29/2025
Complaint: 23253943
I am rejecting this response because:The airline did not provide the services we paid for.
We dont understand why Spirit Airlines is so reluctant to refund us for services we paid for but did not receive. Flying us to ******* is far short of the ******************************** and again resulted in additional expenses and travel headaches far greater than our original ticket prices. This airline made significant changes to our flights and seating. This airline had no reasonable alternative flights to **********. We did not get the services we paid for.
Sincerely,
***** *****Initial Complaint
Date:04/24/2025
Type:Product IssuesStatus: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.
Unfortunately I booked my flight through a third party but it was canceled. When I arrived at the Spirit counter I was told I could rebook for the difference of $156.04. However, the incompetent *** rebooked my child and I on a one way flight from *** to *** instead of mirroring the original reservation. I called the next, Saturday, for Monday's flight info to check-in on Sunday but was told there wasn't any. I communicated with 2 agents on the phone and one via text and everyone told me an investigation would have to take place which takes ***** days. Meanwhile my 4yo and I were stranded; paying $156.04 that wasn't budgeted and no funds to buy more tickets. I had to borrow $311 to book flights home. My original booking KKNFTZ should've been mirrored. I would never agreed to rebook and pay for only a one way. I'm seeking a refund of $466.40.Business Response
Date: 04/25/2025
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 booking you secured using a third-party.
Spirit and the third-party company you used are two separate entities, each owned and operated individually. Spirit is not liable nor responsible for any booking issues when guest use third-parties or travel agencies.
Once a booking has been secured at the airport it is the guest responsibility to ensure all booking information is correct, once you leave the airport any modifications or cancellations are subject to applicable policy and fees.
Your booking, confirmation code EINHMP, shows that agent booked you a one-way flight for travel on 04/18/25 for travel the same day. Your booking is noted that you were provided a full recap of the one-way booking and disclosures both of which were agreed to. As so, there was no agent error made.
Travel has been fully boarded and completed. Spirit does not issue refunds for services rendered nor is any compensation due as you were correctly assisted.
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: 04/25/2025
Complaint: 23244248
I am rejecting this response because: I know you're separate and I've handled my issue with the 3rd party separately. If I was told that I would've been booking a one-way I would not have agreed! I don't give a **** what's "noted" - pull up cameras to see my interaction with your lackadaisical agent. You can also pull up the calls I made on Saturday. Unfortunately, due to being emotional and in distress because of cancellation no I didn't apply my full attention to what your agent processed. No logic or common sense explains rebooking a round-trip flight as a one-way. NOT ACCEPTABLE!
Sincerely,
******* *****Business Response
Date: 04/28/2025
Keep in mind that we are all humans here and anticipate the same respect that we are providing to you. Profanity is not something that we appreciate, and while I understand that you're in a stressful situation - I want to emphasize this.
As previously stated, Spirit and the third-party company you used are two separate entities, each owned and operated individually. Spirit is not liable nor responsible for any booking issues when guest use third-parties or travel agencies.
Once a booking has been secured at the airport it is the guest responsibility to ensure all booking information is correct, once you leave the airport any modifications or cancellations are subject to applicable policy and fees.
Your booking, confirmation code EINHMP, shows that agent booked you a one-way flight for travel on 04/18/25 for travel the same day. Your booking is noted that you were provided a full recap of the one-way booking and disclosures both of which were agreed to. As so, there was no agent error made.
Travel has been fully boarded and completed. Spirit does not issue refunds for services rendered nor is any compensation due as you were correctly assisted.
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: 04/28/2025
Complaint: 23244248
I am rejecting this response because: you repeating yourself doesn't make it right! Your agent failed to provide her due diligence and stated "I can rebook you but you'll have to pay the difference." Not I can book you a one-way and you pay the difference. I had to pay an additional $310.36 to return home. An oversight on my part for relying on your agent to do her job.
Sincerely,
******* *****Initial Complaint
Date:04/23/2025
Type:Service or Repair IssuesStatus: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 was boarding a flight on Spirit Airlines on 4/20/25 and was randomly asked to come to the airport desk and was told I needed to pay $80 for a carryon bag which I didnt have. I only had a backpack which was well under their carryon size and qualified as an personal item. I was told I had to pay $80 because I was in zone 5, the zone I was in has nothing to do with having to pay for a carryon bag which I didnt have. After going back and forth over the bag I asked can I use my Spirit savers membership which allows me to get a discount. I was rudely told no because she didnt know how to apply it. So I paid the $80 for my backpack which is a personal item allowed by Spirit and has no charge for it. Once I got home I reached out to customer service and was given the runaround and asked to speak to a supervisor and was denied. After calling back I was told to file a complaint online which I did and was still given the runaround because they said they couldnt verify the size of my bag and was told to upload a photo of the bag. After uploading the bag I was told it was nothing they can do, so I explained that I would reach out to the BBB for assistanceBusiness Response
Date: 04/24/2025
Hi Sahwn,
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.
Our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our response remains unchanged, As previously stated, 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.
Additionally, the bag fee charge is correct; you did not select a carry on when you secured his booking. Spirit *********** discounts cannot be applied at the airport or for any existing bookings.
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: 04/24/2025
Complaint: 23242720
I am rejecting this response because:
The message they sent to you the same generic message they sent me that made me file my complaint. They never looked into my caee the just sent me their policy which I was already fully aware of. This is their attempt to brush my complaint off
Sincerely,
***** *******Business Response
Date: 04/25/2025
As previously stated, our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our response remains unchanged, As previously stated, 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.
Additionally, the bag fee charge is correct; you did not select a carry on when you secured his booking. Spirit *********** discounts cannot be applied at the airport or for any existing bookings.
We have carefully reviewed your complaint and our resolution remains unchanged. There will be no further correspondence regarding this matter
Customer Answer
Date: 04/25/2025
Complaint: 23242720
I am rejecting this response because:
Like I previously stated I know their policies and a carryon and a personal item are two different things. There were several people with multiple bags and didnt pay anything including the person I was traveling with. This is typical Spirit behavior which is the reputation they are known for, terrible customer service and unfair charges. This policy they are speaking of clearly has favoritism because there were a plane full of people who didnt get charged. I will not back down from my position because I know they DO NOT charge for personal items.
Sincerely,
***** *******Initial Complaint
Date:04/23/2025
Type:Service or Repair IssuesStatus: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.
*Subject:** Clarification Needed Lap Child and Missing Passenger on Reservation (Confirmation #: HRRRYE)Im reaching out regarding reservation **HRRRYE**, as there seems to have been some confusion with the ********** not sure how the mix-up happened, but my intention was for **my infant, *******, to be listed as a **lap child**, not to have a separate seat. It now appears that **a seat was assigned to *******, while ******** ***** (first Name) ******* ******* (last name) (DOB: **********)** who was supposed to be included as a paying passenger was left off the ************** clarify: - ********* was always meant to fly as a **lap child**, - And the **seat currently assigned to ******* should actually be **Glorias seat**.I would greatly appreciate your help in:1. Updating Yakovs status to infant in arms. 2. Adding ****** ***** ******* ******* to the reservation in his place.Please let me know if you need anything else from me to assist with this correction.Thank you very much for your attention and support.Sincerely, ******** ********* ?? ************ ?? ****************Business Response
Date: 04/25/2025
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 upcoming booking, confirmation code HRRRYE.
Our records show you secure this booking at the airport. When the booking was secured, the agent provided you with a full recap and the Term's & Conditions before the booking was secured, you agreed to both, and the booking was processed. An email confirmation was also sent shortly after the booking is secured. It is the guests responsibility to ensure all booking information is correct before leaving the aiprot. Once you have leave, any cancellations or modifications are subject to applicable policies and fees. There was no error made by the agent.
As outlined and agreed upon in Spirit's Contract of Carriage, all fares, fees and ancillaries are non-refundable and non-transferable. However, as a one-time courtesy we can cancel ***** off of this booking and issue you a refund. You can then use those funds to book ******** booking at the current price. The new booking will be separate from your current booking as you cannot add guest to a booking and tickets are non-transferable.
Prices are dynamic based on, time of booking, city pairing, dates of travel, time of purchase, and demand. Flight demand varies by region, day of week, destination, and season. The price is not guaranteed until a booking has been fully confirmed.
Have a great day!
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