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

  BWI Baltimore, MD 21240

• 

  Spirit Airlines

  1 Harborside Dr Boston, MA 02128

• 

  Spirit Airlines

  16000 Chamberlin Pkwy Fort Myers, FL 33913-8873

• 

  Spirit Airlines

  Mankato, MN 56001

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:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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 assistance

  Business 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 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.

  *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! 

• Initial Complaint

  Date:04/23/2025

  Type:Order 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.

  Complaint Summary:Spirit Airlines mishandled our baggage and caused significant disruption to a planned anniversary cruise. Due to their delay and baggage error, we missed our original car rental reservation and had to pay ~$200 for an alternative. Despite multiple attempts to explain that this was a direct and necessary expense, Spirit has refused reimbursement, citing contract limitations. This was not an indirect or avoidable costour delayed flight and luggage issues were the cause.Desired Resolution:Reimbursement of ~$200 rental car cost incurred due to delayed baggage and flight. Spirit should reasonably honor these expenses, consistent with DOT guidelines for direct costs caused by airline error.

  Business Response

  Date: 04/24/2025

  Hi ********,
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear that your bag was mishandled while in our care and delated flight. I apologize for any inconvenience this incident may have caused.
  
  Your PHL-TPA flight was delayed due to an Air Traffic Control (ATC) decision due to a weather-related issue. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations. 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. 
  
  Our records show that the flights you booked are the exact flights you boarded and completed travel on. there was no missed flight or connection. Spirit does not issue refunds for services 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.  
  
  Spirit does not provide reimbursement for pre-paid/planned or out-of-pocket expenses or lost wages. 
  
  
  Have a wonderful day!

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23241200
  
  Dear Spirit Airlines Team,

  Thank you for your response. I understand the challenges posed by weather-related delays and air traffic control decisions. However, the expenses I incurred as a result of the mishandled baggage and flight delay were unavoidable and directly tied to Spirit's services.

  
  As mentioned, we missed our original car rental reservation due to the flight delay, and we were forced to pay an additional ~$200 for a new rental in order to proceed with our planned travel. I am not seeking reimbursement for indirect or avoidable costs; this was a necessary expense due to the mishandling of baggage and flight disruption.

  
  While I appreciate your position on Spirits general policy regarding reimbursement for out-of-pocket expenses, I believe that in this specific case, the situation aligns with the Department of Transportation's guidelines, which suggest that airlines should reasonably compensate for direct costs incurred due to their error. This is not a situation where the inconvenience was incidental, but one where the delay and baggage issues were the direct cause of the added expense.

  
  I respectfully ask that Spirit reconsider its position and reimburse me for this ~$200 rental car cost. If this cannot be resolved through your claims process, I will be seeking further guidance from the BBB and the *****************************

  
  Thank you for your time and consideration. I look forward to your response.
  
  Sincerely,
  
  ******** ***********

  Business Response

  Date: 04/28/2025

  As previously stated, your PHL-TPA flight was delayed due to an Air Traffic Control (ATC) decision due to a weather-related issue. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations. 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. 
  
  Our records show that the flights you booked are the exact flights you boarded and completed travel on. there was no missed flight or connection. Spirit does not issue refunds for services 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.  
  
  Spirit does not provide reimbursement for pre-paid/planned or out-of-pocket expenses or lost wages. 

  
  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

   
  Complaint: 23241200

  Dear Spirit Airlines Guest Relations,
  

  Thank you for your response.
  
  I am rejecting this response because:
  

  While I understand that the flight delay was attributed to Air Traffic Control and weather-related issues, that is only part of the disruption I experienced. I must emphasize that in addition to the delayed flight, Spirit mishandled and delayed delivery of my baggage, which significantly compounded the impact of the delay on my travel plans.

  Because of these combined delays, I arrived at the rental car counter past their operating hours, resulting in the cancellation of my original car reservation. I was therefore forced to secure a new vehicle at an increased out-of-pocket cost of approximately $200an expense that was directly caused by the delay and the mishandling of my baggage, not by any voluntary decision on my part.

  
  I respectfully disagree with the assertion that this situation falls outside the bounds of reasonable reimbursement. As per the ********************************* guidelines, passengers are entitled to reimbursement for direct expenses resulting from delayed or mishandled baggage, especially when the airline is responsible.

  
  I have already submitted the necessary documentation through your baggage claim portal and will continue to communicate with the assigned claims specialist. However, I felt it was important to clarify that this is not simply a request for discretionary compensationit is a request for reimbursement of a documented, necessary expense that arose specifically due to Spirits operational shortcomings.

  
  I ask that you take this into account and process the reimbursement accordingly.

   

  Sincerely,

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

  Business Response

  Date: 05/07/2025

  As previously stated, your PHL-TPA flight was delayed due to an Air Traffic Control (ATC) decision due to a weather-related issue. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations. 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. 
  
  Our records show that the flights you booked are the exact flights you boarded and completed travel on. there was no missed flight or connection. Spirit does not issue refunds for services 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.  
  
  Spirit does not provide reimbursement for pre-paid/planned or out-of-pocket expenses or lost wages. 

  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:04/22/2025

  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.

  Due to delays attributable to Spirit, I missed my connecting flight in *******, I had to book another flight to avoid missing a medical appointment with a specialist at **********. I am requesting reimbursement in the amount of $367.22 representing the cost paid for the airline ticket, less refund provided my Spirit. This reimbursement was promised by the gate agent in ******* and the ********************

  Business Response

  Date: 04/23/2025

  Hi *******, 
  Thanks for contacting Spirits Guest Relations Team.
  I'm truly sorry for the overall experience and for any interruption to your travel plans. I can only imagine your frustration. Delays and irregular operations, although rare, do occur. Please know that we never want to interrupt our guest's plans. We do all that we can to leave on time, but the safety of our guests and crew will always come first.
  We understand you still needed to get to your destination and may have had some unexpected expenses. due to missing your connection. 
  
  Please attach any receipts for charges incurred due to this cancelation. Additionally, our ****************** will not accept multiple screenshots or attachments showing pieces of a receipt. 
  
  Please attach a single document for each applicable expense showing:
  Names on file
  Date of purchase
  Flight destinations- for a new flight bought
  Pick up and drop off locations- for rental or ******************* of payment- including the last four digits of the card
  FINAL Zeroed-out balance for hotels and car rentals (receipts that show a balance due will not be accepted)
  Itemized food receipts- we do not cover alcoholic beverages 
  Spirit does not provide reimbursement for pre-paid/planned or out-of-pocket expenses or lost wages. 
  Kindly attach the required documents as PDF, JPEG or PNG of the files for your reimbursement request.
  Please provide your mailing address in response to this e-mail as I cannot submit your claim without this information.
  Once the proper documentation/information is received, it'll be forwarded to our Refunds Specialist for review. If reimbursement is approved, the review process can take up to 20 business days to complete. Should our Specialist determine, that compensation will be issued, a check will be mailed to the address that you provide.
  
  We look forward to your correspondence. 

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23236436
  
  I am rejecting this response because the service provider has not resolved this matter within the timeframe they prescribed. The response was from someone not familiar with my case and was the generic "boiler plate" response I have received numerous times requesting supporting documentation, which I have sent numerous times, both electrically and via **** certified mail. This issue has been ongoing for over a month, and it is clear that none of the supporting documentation that I have submitted has been reviewed with care and a since intent to make me whole, after the unfortunate delays experienced with Spirit. 

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

  Business Response

  Date: 04/28/2025

  As previously state, attach any receipts for charges incurred due to this cancelation. Additionally, our ****************** will not accept multiple screenshots or attachments showing pieces of a receipt. 
  
  Please attach a single document for each applicable expense showing:
  Names on file
  Date of purchase
  Flight destinations- for a new flight bought
  Pick up and drop off locations- for rental or ************ style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">Method of payment- including the last four digits of the card
  FINAL Zeroed-out balance for hotels and car rentals (receipts that show a balance due will not be accepted)
  Itemized food receipts- we do not cover alcoholic beverages 
  Spirit does not provide reimbursement for pre-paid/planned or out-of-pocket expenses or lost wages. 
  Kindly attach the required documents as PDF, JPEG or PNG of the files for your reimbursement request.
  Please provide your mailing address in response to this e-mail as I cannot submit your claim without this information.
  Once the proper documentation/information is received, it'll be forwarded to our Refunds Specialist for review. If reimbursement is approved, the review process can take up to 20 business days to complete. Should our Specialist determine, that compensation will be issued, a check will be mailed to the address that you provide.

  Customer Answer

  Date: 05/12/2025

  Good afternoon,

  I am not satisfied that this matter is closed and will not be satisfied until I have received the payment I am owed. I have received several of these letters requesting support. Support has been provided multiple times, including via **** certified mail. This approach of sending messages but taking no action, strikes me as a stall tactic. 

  Customer Answer

  Date: 05/12/2025

  I am not satisfied that this matter is closed. These letters from Spirit do not address my concern. I will not consider this matter closed until I received thr payment I am owed. 

  Customer Answer

  Date: 05/16/2025

  Please see attached letter from Spirit. You will note that they agreed to pay the costs I incurred to avoid missing an important medical appointment. It has been over two weeks, and I have not yet received payment. I would like the BBB's support in collecting the amount owed to me. 

  Business Response

  Date: 05/21/2025

  As previously stated, the review process can take up to ***** business days to complete. Should our Specialist determine that compensation will be issued, a check will be mailed to the address that you provided. 

  As of 05/21/25 our records show reimbursement has been approved for processing. 

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23236436
  
  I am rejecting this response because:
  

  They have not provided the link promised in the email I provided. I dont know what they are referring to when they say, as previously discussed, as there have been multiple inconsistencies communicated regarding the process as evidenced by the communications I have provided. I would also note that it has been well in excess of 30 business days since the supporting documents were provided via email and **** certified mail. This appears to be a stall tactic where I am being given the runaround and inconsistent messages which is why I engaged the BBB.
  

  This entire process appears to be an a failure by Spirit to follow through on a promise. My travel took place on March 21 and there has been no explanation provided as to why this process is taking so long. It took Spirit just a few seconds to charge my card, and it is taking them 2 months (and counting) to issue a refund. 

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

  Customer Answer

  Date: 05/22/2025

  I received the link to process the payment this morning and payment was sent directly to my bank. I consider this matter closed. 

  Business Response

  Date: 05/23/2025

  Our records show you have successfully claimed your payout. 

   

  Below are the details for reference 

  05/22/25 11:51:12 AM
  Successful
  Visa - 311

  Customer Answer

  Date: 05/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We flew Spirit airlines on 4/21/2025. We were traveling from ** to ****. We had a lay over in ****** **. Before getting on the plane the Spirit airline lady told me I couldn't take my carry on, that I needed to pay ***** dollars first and it would be checked into bag claim & be on our flight. We arrived in **** and my carry on never got there. We called *********** didn't care!! My carryon has my medicine in it as we explained to *********** still didn't care. The fraudulent charged me ***** dollars for services NEVER rendered. I WANT MY MONEY BACK AND MY CARRY ON!!! Spirit has been sued & just settled a lawsuit in 2024 for the same practices!!! PLEASE HELP ME

  Business Response

  Date: 04/22/2025

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

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had booked a trip to ***** ** from ********* last year with Spirit Airlines. Every single flight (we had a layover in ******* on the way back) was delayed except for the one that was supposed to take us home from *** to EWR. That one was cancelled after waiting approximately 7 hours. We even were on the runway and waited about 1.5 hours and then was told we had to head back. Because of this cancellation, I am missing my doctors appointment tomorrow morning and will be out of my medication. They couldnt even provide me with a different flight until 3 days later. I asked for a refund and money for a hotel and they said no they dont do that. So not only did I have to pay $900 for two plane tickets for tomorrow but also $100 for a hotel for the night but also **** fees and food. All they offered was to refund our money for the layover flight. I am extremely upset and will never use this airline again. I want $1,000 on top of what they owe me for the tickets and hotel since they cancelled the flight and could not provide us with a timely new flight.

  Business Response

  Date: 04/22/2025

  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 cancelled 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.
  
  There are many factors involved in the daily operations of an aircraft; therefore, arrival times, for instance, are stated as estimated until actual times are reported. Spirit endeavors to get its customers to their final destination in as timely a manner as possible. 
  If a flight delay or 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.
  In order to review your concerns, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  Have a great day! 
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23233561
  
  I am rejecting this response because: I was told by one Spirit employee that the cancellation was due to weather and the pilot said it was due to construction. We didnt even get a straight answer as to why it was cancelled. Then they could not even provide me with a new timely flight. They wanted me to wait 3 days for a new flight. That is totally unacceptable. I had to be at work the next morning at 7 am and now I missed a whole 12 hour day of income plus my doctors appointment which was extremely important. Now I cant even get my medication and have to go without it for a week. This is just totally unacceptable all the way around, not to mention I had to pay $100 for a hotel for the night and $900 for new plane tickets. I am so upset I am going to tell the world what kind of rip offs Spirit is. I want more than a $30 voucher for the inconvenience. The least they could do is offer to pay for my hotel but they wont even do that. I am not satisfied at all with their response and am not accepting it.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/23/2025

  As previously stated, if a flight delay or 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.
  In order to review your concerns, provide your confirmation code, and e-mail address used when booking your reservation

• Initial Complaint

  Date:04/20/2025

  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.

  Agent obtained money under false pretense causing me to pay ****** to check my bag saying the flight was full but it was not and no one had carry on. Then flight attendant was rude when I asked to move seats because I was beside an overlapped person and I could not fit in seat beside them. Told me it's not his problem.Then going home I missed flight because update through text kept saying leaving at 319 but when I got through gate they said flight left at 255 and closed gate at 230. Worse experience and wanted me to pay to change flight

  Business Response

  Date: 04/21/2025

  Hi ********, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your booking issue in reference to your delayed flight, Spirit's bag polices and onboard experience. 
  
  Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.
  
  I completely understand how frustrating unexpected charges can be; however, we rely on the expertise of airport agents to assess the correct baggage charge based on our guidelines.
  Your ticket includes a free personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (18x14x8 inches) at the check-in counter, and at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur an additional charge. Keep in mind that baggage prices are cheaper when purchased in advance and online. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. Keep in mind that Guests can pre-pay for their baggage. Our team can verify that a bag is pre-paid for when their boarding pass indicates ancillaries. All baggage charges are non-refundable. The baggage sizes are listed on our website at the link below for your review: *******************************************************
  Please know that we do all that we can to ensure that our guidelines are followed on a consistent basis, and we will ensure that we address this matter on our end. 
  All Spirit bag charges are non-refundable. We appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy.
  Regarding your return flight we are unable to corroborate your claims as your flight was not delayed. You stated, leaving at 319 but when I got through gate they said flight left at 255 and closed gate at 230 and your flight was at 10 A.M. You boarded and completed travel on the exact flights you secured. Ther were no changes made to this reservation. 
  
  Although we do request our guests of size to notify us if they will require additional seating, unfortunately, there are times when we have not been advised in advance. In these situations, our Flight Attendants do make every effort to accommodate our guests with a new assignment to ensure their comfort, however, if a flight is full or if this will affect an aircraft's weight and balance in any way, their options are limited. Please know that the well-being of our guests is our top priority. Also, when you experience incidents such as these, it is best to inform a flight attendant right away.
  
  Although we cannot change your recent experience with us, we sincerely wish to make amends. As a courtesy, I have issued you a Future Travel Voucher (FTV) in the hopes that you will utilize it and therefore allow us another chance to serve you again. I've provided the information for your voucher below: 
  
  Future Travel Voucher: 57591780010300001
  Amount: up to $30.00
  Expiration date:  April 21, 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:04/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight on January 16, 2025. Flight was scheduled for April 20, 2025. Flight was canceled in January on unknown date and I was never notified by the airline. I first found out that my flight was canceled when I went to check in to my flight. I contacted airline and was told that the next available flight from the airline would be 5 days later. I had to book a flight with another airline last minute with a price difference of $400 more than my original flight purchase. I'm requesting that my full purchase price be refunded plus the $400 for the additional last minute flight costs. I am also requesting I be reimbursed hotel costs for the overnight stay in my layover city of approx $250

  Business Response

  Date: 04/21/2025

  Hi ***, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your flight interruption in reference to your Schedule Cancellation.
  Schedule Changes are inevitable in all airlines and are necessary at times to support operational needs and to better service our guests. 
  
  Spirit is joining several other airlines in proactively adjusting our schedule to ensure we provide the travel experience our Guests have come to expect from us. I do apologize for the inconvenience. 
  
  Our records show you were previously assisted. Your refund request has been submitted for review. Please allow our Refunds Team 5-7 business days to process the request. Please note: refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds. 
  
  Spirit does not provide reimbursement or compensation for schedule changes
  
  While I know we can't change your past experience, I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23227904
  
  I am rejecting this response because:

  
  I was never informed of a flight cancelation on 1/25/25 via email. I would like verifiable proof that this was sent to my email address and successfully received on the date you claimed to have done so. I've attached a screenshot documenting when I received an email showing my cancelation which was only sent once I contacted Spirit on the day of my flight 4/20/25. Due to the extremely late nature of the notification, which I only received due to me contacting Spirit, I am requesting my additional costs that I was forced to spend out of my pocket due to the error of your company. My only option to return home was to purchase last minute tickets through another airline and incur a hotel cost and baggage fees (which I had to pay due to Spirit airline's policy regarding carry on items which would otherwise have been included with another airline, so I took Spirits baggage policy into account)  

  The only outcome I am willing to accept would be reimbursement for your airline's errors in the amount of

  - $400 for additional flight costs

  - $200 for baggage fees (due to spirits carryon policy)

  - $250 for hotel for an extended layover with my new flight

   

  If that is not possible to reimburse me then the only other option would be a credit from Spirit in the amount of $950 or a free round trip flight for 4 passengers to the destination that i can use for a future Spirit flight to compensate me for my troubles due to you error

   

   

  
  Sincerely,
  
  *** *****

  Business Response

  Date: 04/22/2025

  The requested email has been attached and highlighted, it has also been resent.

  As previously stated, Our records show you were previously assisted. Your refund request has been submitted for review. Please allow our Refunds Team 5-7 business days to process the request. Please note: refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds. 
  
  Additionally, our records show on 01/25/25 you were advised of the Schedule Cancellation via email, this weas your selected method of communication. I have resent the email you were snet just in case. 
  
  Spirit does not provide reimbursement or compensation for schedule changes

  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: 04/22/2025

   
  Complaint: 23227904
  
  I am rejecting this response because:
  

  The image sent to me does not show an accurate email record. It merely displays Spirit airline's records of when an email was allegedly sent out. Nor does the image reflect a successful delivery to my email address or a possible kickback of the email if one was sent. Please send me the information that I requested in my previous reply. 

  The second image that was sent is a copy of the email that was first sent to me and received within the last 2 days. 

   

  
  Sincerely,
  
  *** *****

  Business Response

  Date: 04/24/2025

  It is an accurate record of proof that an email was sent. It is also proof that Spirits records are correct and that an email was in fact as you claimed one was not, if the email was not sent it would "failed" in which case it did not, it's just like all of the other emails you received from Spirit. Aas previously stated and provided, the requested email has been attached and highlighted, it has also been resent.

  Our records show on 01/25/25 you were advised of the Schedule Cancellation via email, this weas your selected method of communication.
  
  Spirit does not provide reimbursement or compensation for schedule changes. Your refund was processed on 04/22/25 in the amount of $1,559.76, the full amount paid. 
  

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

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23227904
  
  I am rejecting this response because:
  

  A system record that you provided is not proof or a copy of an email that I requested. I am still requesting a formal copy of the email that was sent with the time and date stamp, not 2 separate documents, 1 of your records and 1 of the email which I first received the day that my flight was scheduled to depart. I have received every other email and correspondence from Spirit from my original booking until the present with the exception of the alleged email sent out on 1/25/25 indicating that my flight was canceled. 

  Furthermore upon checking my emails from Expedia with whom I booked the flight, they all show my Spirit airline's return flight as active in as recent as a week prior to my vacation began (2 weeks prior to my Spirit airline flight)

  I can further infer that appropriate notifications weren't made about my cancelations to my third party booking site as well. 

   

  Sincerely,
  
  *** *****

• Initial Complaint

  Date:04/18/2025

  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.

  Hello, I just booked a flight and needed to add the go savvy package however I am being told that is no longer an option via chat. I am a very frequent flyer and have always added this by chat due to the way I have to pay for flights using multiple cards. We last did this at the end of February with no issue. I understand changes are made and that is finer however I was never informed of this change which is incredibly upsetting. While I know of the change now I can not change the fact that I was never informed and need to add this to my upcoming flights. I am incredibly upset with how this change was managed as big changes should be provided to customers in a manner that they can understand and easily see. I kindly ask that the go savvy package be allowed after booking or provide a credit for the difference in price as I was not made aware of this change.

  Business Response

  Date: 04/21/2025

  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 switching your Travel Option. 
  
  During the booking process guests are advised that the Go Savvy Travel Option is only available during the time of booking, you cannot upgrade to this Travel Option once the booking has been secured. I have provided a screenshot below from the Spirit website. this policy update went into effect on February 05, 2025, you secured your booking on April 15, 2025 well into the policy change. It is the guest responsibility to ensure all booking information is correct before securing their booking. 
  
  
  
  As outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable. 
  
  There is no refund or credit due as the booking secured is correct. 
  
  Have a great day! 

• Initial Complaint

  Date:04/18/2025

  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.

  On 04/13/2025, we (my sister and myself) were traveling home with a 7 month old, 4, 7, and 9 year old. We got to the airport at *** around 1:15pm. Our flight was scheduled for 3:24. Because of a spirit ticket issue, we were bounced back and forth between Spirit customer service desk and TSA. If they would have just followed the process at *** we would have gotten through a lot faster, but after almost an hour and a half, we finally got through TSA at 3:00 and rushed to the Spirit gate. We got there at 3:03, The door was shut and our tickets were given to a standby person. We never once heard our names being called overhead. We asked someone who was there at the door to check if we could get on and he responded that no we wouldn't be able to get on and we would have to get a different flight at the customer service desk. We go to the service desk and they schedule the flight for 11:15pm. That means we spent 8 more hours in the airport with these little kids, way past their bedtime. We did not purchase this ticket on purpose because it was too late. That flight was then delayed by another 30 minutes. We didnt take off until 11:45, huge inconvienence with little kids past their bed time. We finally get to the airport at CLT at 2:00am on 3/14/25. When we got there we went to get our bags that arrived before us (from the earlier flight). Because it was 2am, the office was closed and we couldnt get the baby carseat base, 2 boosters, 1 luggage that had baby stuff in it that we need. We have been calling mulitple times a day to get in contact with Spirit baggage and customer service where they are not responding at all to let us know anything about our baggage/refund for the flight/inconvienences due to not letting us on our original flight. We have also sent emails multiple times to the manager at the branch. We want communication and resolution.

  Business Response

  Date: 04/21/2025

  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 delayed bag. 
  
  TSA and Spirit are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any issues with ***.  
  
  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: 
  *****************************************************************************************************************************
  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.  
  
  For further review, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  Have a great day!