Complaints

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

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• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  114 N. Raliegh Avenue Atlantic City, NJ 08401

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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.

  Spirit Airlines flight 601 out of ********* on 4-17 missed its connecting flight 1007 out of ******. The complaint is how we were treated as missed connected passengers. We were given an early flight w/ layover to get to our original destination. We had to get up at 4:30 to get to the airport. Without our knowledge Spirit changed our flight to a much later flight that will make us even later to our destination. We are stuck at the airport for 9 hours with nothing. Had we been informed we would have slept in. Spirit also falsified luggage fees .. we paid for the $50 checked bag fee but were then changes $29 more. Had nothing to do with weight or size it is a regulation carryon size. How are airlines allowed to change your flight without notifying you ?

  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, Spirit's ancillary fees and the service received. 
  
  We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. 
  
  Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns
  
  Our bag prices are dynamic based on time of booking, city pairing, dates of travel, and time of purchase. We have our convenient Spirit ********** that can calculate the baggage cost for you. To maximize on your savings, join the Spirit *********** which will give you exclusive access to some of the lowest fares available, as well as discounted prices on bags. Visit, ************************************************** for more information.
  
  For more information about our baggage size and weight requirements, click on the link below:
  **********************************************************************************
  
  As outlined and agreed upon in our Contract of Carriage, Schedules are subject to change without notice. Spirit is not responsible or liable for making connections (on its own flights or flights of any other carrier), or for failing to operate any flight according to schedule, or for changing the schedule of any flight.
  
  To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  Have a great day! 
  

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A transaction for a trip to ** was purchased via ****** for round trip airline tickets on March 22. I called Orbitz to cancel that ticket the very next day, March 23. They provided a refund for one airline but for Spirit, they said I would need to contact them. When I attempted to reach Spirit on that day, the business was closed and provided no additional way to speak to a representative. Thus, I wasn't able to complete anything until the next day, which then moved past a 24 hour period. The site provided an option for only a credit and for a portion of the total amount paid for ticket, but none to resolve for full refund. I feel this company should have customer service representatives available on all days to address concerns such as myself. In addition, that a representative should have been available to hear the issue for cancelling, to provide assistance, and not only to allow for an AI tool that cannot speak to nor hear my concerns and needs for support. In addition, there would have been more than enough time for another to purchase that ticket if posted. Also, this company provides an option only for a partial credit and must be used in 1 year, which demonstrates they are benefiting in numerous ways while putting the customer in a larger compromising situation. First, I still owe for the total amount purchased for this ticket to my own credit card. Second, I never book through an airline, so when I book on a travel agency site, I would not be able to purchase a packaged vacation and would need to break up airflights for roundtrip tickets between the two sites. And lastly, as initially sated, that ticket could have been posted within a 24-hour period of the initial purchase, which shows that no money would have nor has been lost for your company. In addition to your company not losing money, you have earned additional than the amount paid. I would like a refund for the ticket as a result to no available agents or options for full refund.

  Business Response

  Date: 04/18/2025

  Hi ********, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your booking issues in reference to the booking you secured through Expedia. 
  
  Spriit and Expedia are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any booking issues when guest use third-parties or travel agencies. 
  
  You stated, When I attempted to reach Spirit on that day, the business was closed and provided no additional way to speak to a representative. which we would like to clarify is not true as Spirit is operational 24/7, 365 days. You are welcome to share the phone number you stated you reached out to for further review. 
  
  If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.
  
  If the above does not apply, you will receive a Reservation Credit. The full value of the reservation will be provided for Go Big, Go Comfy and Go Savvy bookings. A cancellation charge will be retained for Go bookings purchased after February 5, 2025.
  
  As outlined and agreed upon in Spirit's Contract of Carriage, all fares, fees and ancillaries are non-refundable and non-transferable. 
  
  Spirit does provide guest to book Vacation Packages; it is an option shown on Spirit's homepage. 
  
  The photos you submitted do not show your Spirit confirmation code nor is the email address you used associated with any bookings in Spirit's platforms. In order to review your concerns, you need to provide both the confirmation code and email address associated with the booking in question. 
  
  
  Have a great day! 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23218795
  
  I am rejecting this response because: Spirit states they have no record of my purchase, yet I have a credit provided from them based on the itinerary or confirmation number provided.  In addition, in my initial complaint I stated that the purchase was made via Orbitz and clearly it is a third party.  However, according to ******, they abide by an agreement with Spirit and were not able to cancel and for me to contact Spirit.  The response also states that if canceled within 24 hours that Spirit would have no problem canceling and to give a full refund.  In my initial complaint, I shared that the booking was canceled with orbitz the following day, which was a Sunday and within 24 hours.  Orbitz stated that I should reach out to Spirit but that they were closed on Sunday.  And when completed online with the following confirmation ZES3HB and itinerary 7306154665293.  Also, this response does not explain, refute, or respond to the claim that they have a system in place in which the company gains additional money than the initial payment for the booking, they have kept the vast majority of the payment for the flight, provided a small amount of credit that expires in a year, and that another person purchased the flight that was canceled. The number provided by Orbitz was ************, in which they stated Spirit was open 8-8 Standard Eastern time and not available on the weekends.  Again, I would appreciate Spirit refunding my payment as I did cancel my booking with in 24 hours of the purchase.   

   

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

  Business Response

  Date: 04/30/2025

  As previously stated, Spirit is operational 24/7, 365 days.

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

  Our records show this booking was cancelled via the Spirit website outside of the 24-hour window. As so, the correct cancellation fee and policy was applied. The details of your credit, including how it can be used, can be found below.
  
  Your reservation credit:
  can be used for multiple bookings until the full value is used
  can be applied toward airfare, bags, seats, vacation packages, taxes, and fees
  can be redeemed by any Guest linked to the original reservation
  can be redeemed via ************************** or by calling Spirit reservations at ************
  is valid for trips booked within 365 days of issuance on any flight dates available in the system
  
  Reservation Code: ?ZES3HB
  
  Amount: $170.18
  
  Expiration date: March 23, 2026
  (Travel does not have to be completed by that date; however, a new reservation must be secured).
  Click here for more information on how to redeem your credit: ******************************************************************************************************************************

  There will be no refund issued nor is one due. As outlined and agreed upon in Spirit's Contract of Carriage, all fares, fees and ancillaries are non-refundable and non-transferable. 

  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: 05/03/2025

   
  Complaint: 23218795
  
  I am rejecting this response because: You have not resolved my issue and again I am aware of 2 separate entities which only implies that it is those 2 entities that need to confer and determine their agreements, not me as the customer.  Again, my cancelation occurred with Orbitz in 24 hours and the receipt is included to indicate that and Orbitz stated that Spirit airlines, although a 3rd party had additional rules that ****** does not because they do allow for cancelations with in 24 hours and provided refunds for the other airline but due to your erroneous agreement with them, I did not have the opportunity to get the full refund when it was canceled.  After contacting the number provided to me and the answering service states that states Spirit lines are open from 8-8 standard eastern time, after much investigation was able to go to the site, which only allowed for a credit.  Again, Spirit did not respond with documentation if that ticket was indeed sold anyways and that they then received multiple transactions for 1 flight and only provided a very small partial credit in return for a cancelation documented with receipt in 24 hours. Also, to add to this complaint, Spirit reached out to me personally via email with pretty much the same letter sent to BBB with additional details to the response provided to BBB.  Thus, they did not even provide BBB with all information on this platform for me to provide a response to all their statements and did not contact me to have a direct conversation and is not attempting to be cooperative with an issue that has nothing to do with me the customer, but with their agreements with *******  Finally, I would like my money to be reimbursed per my first request and only request I have had since canceling within 24 hours.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:04/17/2025

  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.

  In January, I purchased direct flight tickets from ******* to *****. Somewhere between then and now they changed my flight adding a layover in **********. I did not receive info for that. I didnt know it was changed until a couple days before my flight but I took the flight anyway, because it still would have had us arriving almost on time. However, now weve arrived at ****** and Spirit again has changed my layover for an additional 2 hours. Now, were not going to arrive on time for our event. The tickets I purchased for this event are not going to be used so these delays have cost me over $1000 in lost event booking money spent as well as considerable wasted time. I called Spirit Airlines to see what they could do and they would do nothing for me. She gave me a sorry and offered to cancel the rest of my trip and give me a refund for the ticket I have yet to use. This helps me in no way shape or form. I got a whole lot of not caring about my issue! Id like some form of monetary compensation for all this chaos.

  Business Response

  Date: 04/18/2025

  Hi ******,
  
  Thank you for reaching out to Spirit!
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
  
  I am sorry to hear about your flight interruption in reference to your Schedule Change.
  Schedule Changes are inevitable for all airlines and are necessary at times to support operational needs and to better service our guests.
  
  If the schedule change does not work for you, we can offer you one of the following; a refund to the original form(s) of payment, re-accommodation on the next available Spirit flight or a reservation credit.
  
  Spirit sends all guest three emails advising of the Schedule Changes, if the email foes unanswered the booking will automatically stay as is with the Schedule Change being accepted Spirit does not provide reimbursement or compensation for schedule changes.
  
  For review, provide your name confirmation code, and e-mail address used when booking your reservation. Spirit does not issue refunds or compensation for services rendered. 
  
  
  
  Have a great day! 

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 24, 2025, I flew Spirit from ******* (DTW) to LaGuardia (LGA) with my infant child. I was given a gate-check tag for my stroller at check-in, and handed it off at the boarding gate. When I arrived at ***, the strollers wheel was broken and it was unusable.I immediately reported the issue to Spirits ************** at LGA and left the stroller there, as I had no car and couldnt carry a broken stroller while managing a baby in a carseat and luggage. I also filed a damage report (File ID: ************** online and submitted photos of the damage.Spirit later responded saying it was normal wear and tear and denied compensation. I escalated to Guest Relations and received a reply from Cloue, who stated strollers are fragile items and only accepted if I signed a damage waiverwhich I was never asked to do.Gate-checked items are not handled the same as checked luggage and are expected to be returned in working condition. I replied explaining this, but never heard back. I followed all of Spirits instructions and was left with a car seat without a stroller and no resolution.?Desired Resolution:Reimbursement for the stroller ($300) or a comparable replacement.Acknowledgment that gate-checked items like strollers must be handled with care.Clearer policies and better customer service response.

  Business Response

  Date: 04/16/2025

  Hi Saamer, 
  
  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 stroller. 
  
  Our records show you were previously assisted by our Baggage Team. Your concerns have been thoroughly reviewed, and the response remains unchanged. To reiterate, I have provided the response you were sent from the Baggage Team below. 
  
  The review of File ID ************* is complete. The damage to one of your checked items appears to be normal wear and tear which can be expected with checked baggage. There is no compensation associated with this type of damage.
  
  If you would like to continue with creating a damage report, please return to the airport with the baggage and your File ID and obtain assistance from a Spirit *************** Agent.
  
  
  Have a great day! 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23209941
  
  I am rejecting this response because:
  I feel like they didnt read my message at all. They broke my stroller and are claiming it to be normal wear and tear. Additionally I already mentioned that the stroller was kept with the Spirit baggage team in ********** and they agreed that it was the Spirit airlines teams fault, that I would be reimbursed and they asked me to fill the form online and upload pictures, all of which I did as I was told.

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

  Business Response

  Date: 04/18/2025

  As previously stated, our records show you were previously assisted by our Baggage Team. Your concerns have been thoroughly reviewed, and the response remains unchanged. To reiterate, I have provided the response you were sent from the Baggage Team below. 
  
  The review of File ID ************* is complete. The damage to one of your checked items appears to be normal wear and tear which can be expected with checked baggage. There is no compensation associated with this type of damage.
  
  If you would like to continue with creating a damage report, please return to the airport with the baggage and your File ID and obtain assistance from a Spirit *************** Agent.

  Additionally, our airport staff confirmed they did not say it was Spriit's fault or that compensation would be issued. You were advised to file a claim for review.

  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:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was unable to check bag on my flight. Spirit Airlines is denying my refund or even a voucher to be able to check the bag on the next flight. I prepaid for the bag.All I want is a credit or a refund.

  Business Response

  Date: 04/16/2025

  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 Spirit's agreed bag policies and guidelines. 
  We are unable to honor your refund request. All Spirit bags and ancillary charges are non-refundable. 
  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.
  
  If you have any further questions or concerns, you can reply to this thread. Be sure to include the confirmation code and the email address associated with the trip in question 
  
   
  Have a great day! 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23209540
  
  I am rejecting this response because:

  this is a lack of compassion. You had an extremely large line for checking bags (and I arrived extremely early), and was unable to check the bag I  PREPAID for.

  i want a refund or credit for Checking the bag.

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

  Business Response

  Date: 04/17/2025

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

  
  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.
  
  If you have any further questions or concerns, you can reply to this thread. Be sure to include the confirmation code and the email address associated with the trip in question 

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 31, 2025, my family and I (myself, wife, and two children) were wrongfully denied boarding on Spirit Airlines flight NK572 from ******* (***) to ******* (ORD). We arrived at the airport close to one hour before departure. As we approached the check-in area, we were told by staff that we could no longer check a bag. I offered a simple and policy-compliant solution: I would discard the checked bag and transfer the contents into our four personal items, all of which met Spirit's size limits.Despite this, the agents refused to let us proceed to the gate. They stalled us at the counter under the guise of helping us, and then informed us that the next available flight would be the next day, with a $99 rebooking fee per person. There was still sufficient time to pass through *** and reach the gate, but Spirit employees explicitly prevented us from *********** a result, I incurred $1,801.15 in last-minute travel expenses:$1,673.92 for new flights on American Airlines $62.13 for a hotel stay $65.10 for **** rides Most concerningly, my 9-year-old son, who has an anxiety disorder, suffered a panic attack during the ordeal and experienced continued anxiety while traveling the following day. I submitted a formal complaint to Spirit with all documentation. Their final response was to offer $30 travel vouchers per personan unacceptable response given the emotional and financial toll.I am requesting a full refund for the missed flight (confirmation #VQTBFH) and reimbursement of the $1,801.15 in costs I was forced to pay due to Spirit's refusal to allow my family to board.

  Business Response

  Date: 04/15/2025

  Hi Fahad, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your booking issue in reference to your missed flight. 
  
  Our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, there is a 45-minute check-in cut-off time for domestic departures and 60-minute check-in cut-off time for international departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags. When a Guest does not complete the check-in process prior to the cut-off time, they are subject to their reservation being forfeited, and additional charges may be incurred. The flights cannot be reinstated, and the airfare & ancillaries is non-refundable.
  
  Due to lengthy TSA security checkpoint times, its recommended that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights.
  Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website: 
  *****************************************************************************************************************************
  Our records show, at 12:55 am on April 1, 2025, you checked in online for your flight, NK-572. At 9:59 pm, 10:08 pm, and 10:15 pm, you accessed the reservation and boarding information. At 10:17 pm, you tried to check in the bag via the Kiosk, which directed you to see an agent, and at 10:42 pm, you were removed from the flight since you were not available at the boarding gate for boarding.
  
  As a one-time courtesy, a Reservation Credit was issued for the missed flight. The details of this credit, including how it can be used, can be found below.
  Your reservation credit:
  is valid for trips booked within one (1) year of issuance on any flight dates available in the system
  can be used for multiple bookings until the full value is used
  can be applied toward airfare, bags, seats, taxes, and fees
  can be redeemed by any Guest linked to the original reservation
  can be redeemed via ************************** or by calling Spirit reservations at ************
  Reservation Code: VQTBFH.
  Amount: $38.09.
  Expiration Date: April 2, 2026.
  Click here for more information on how to redeem your credit. Charges apply when you change or cancel your reservation. For a list of applicable charges, click here.
  
  Spirit does not issue reimbursement for guest who miss their flights. 
  
  Additionally, I do see Future Travel Vouchers were issued to you, you should have received an email with the details. If you did not receive the voucher details, I can resend the email if needed. 
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount goes towards the airfare, taxes, most ancillaries & fees (not covered: a la carte seats, reservation booking fee, non-flight service fees such like *********** enrollment). Vouchers cannot be used towards onboard purchases, services, travel insurance, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at ************************** or by calling our ************** at ************.
  
  We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this delay affected your travel arrangements; unfortunately, we are unable to issue any further compensation.
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit! 
   

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23205222
  
  I am rejecting this response because:
  

  Thank you for the response, but unfortunately it does not address the central issue of my complaint.
  I fully understand Spirits baggage cut-off policy. However, my complaint is not that I missed the cut-offit's that even after I offered a valid and policy-compliant solution (transferring the contents of the checked bag into our four personal items), your staff refused to let us proceed to the gate and stalled us at the counter. There was still ample time to get through *** and board.
  Spirit staff did not offer flexibility or allow us to exercise our right to board without checked baggage. Instead, they emphasized repeatedly that we would not be allowed to board at alleven with no checked baggage.
  This is not a case of missing a check-in deadline. This is a case of being denied boarding despite being present, compliant, and ready. I was forced to book last-minute travel on another airline, resulting in $1,801.15 in expenses. I also noted the emotional harm this caused my 9-year-old son who suffers from an anxiety disorder and had a panic attack during the ordeal.
  The generic refund policy does not excuse a failure of customer service and unjust denial of boarding. I am requesting that Spirit review this case not through the lens of technical policy, but through the reality of what occurred.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/16/2025

  You were not denied boarding, you were late for your flight which caused you to miss the check-in for your bags, 

  As previously stated, our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, there is a 45-minute check-in cut-off time for domestic departures and 60-minute check-in cut-off time for international departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags. When a Guest does not complete the check-in process prior to the cut-off time, they are subject to their reservation being forfeited, and additional charges may be incurred. The flights cannot be reinstated, and the airfare & ancillaries is non-refundable.
  
  Due to lengthy TSA security checkpoint times, its recommended that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights.
  Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website: 
  *****************************************************************************************************************************
  Our records show, at 12:55 am on April 1, 2025, you checked in online for your flight, NK-572. At 9:59 pm, 10:08 pm, and 10:15 pm, you accessed the reservation and boarding information. At 10:17 pm, you tried to check in the bag via the Kiosk, which directed you to see an agent, and at 10:42 pm, you were removed from the flight since you were not available at the boarding gate for boarding.
  
  As a one-time courtesy, a Reservation Credit was issued for the missed flight. The details of this credit, including how it can be used, can be found below.
  Your reservation credit:
  is valid for trips booked within one (1) year of issuance on any flight dates available in the system
  can be used for multiple bookings until the full value is used
  can be applied toward airfare, bags, seats, taxes, and fees
  can be redeemed by any Guest linked to the original reservation
  can be redeemed via ************************** or by calling Spirit reservations at ************
  Reservation Code: VQTBFH.
  Amount: $38.09.
  Expiration Date: April 2, 2026.
  Click here for more information on how to redeem your credit. Charges apply when you change or cancel your reservation. For a list of applicable charges, click here.
  
  Spirit does not issue reimbursement for guest who miss their flights. 
  
  Additionally, I do see Future Travel Vouchers were issued to you, you should have received an email with the details. If you did not receive the voucher details, I can resend the email if needed. 
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount goes towards the airfare, taxes, most ancillaries & fees (not covered: a la carte seats, reservation booking fee, non-flight service fees such like *********** enrollment). Vouchers cannot be used towards onboard purchases, services, travel insurance, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at ************************** or by calling our ************** at ************.
  
  We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this delay affected your travel arrangements; unfortunately, we are unable to issue any further compensation.

  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: 04/16/2025

   
  Complaint: 23205222
  
  This is my final statement for the BBB record.
  Spirit Airlines continues to respond with standard policy language while ignoring the actual issue at the heart of my complaint.
  The problem was not the missed baggage check-in. I fully acknowledged that we were close to the cut-off and that checking the bag might not be possible. However, I immediately offered a valid and compliant solution: to discard the checked bag and transfer its contents into our four personal items, all within Spirits size policy. Despite this, Spirit staff refused to allow us to proceed to the gate, even though we were ready to fly and had no remaining checked baggage.
  Instead, your agents stalled us at the counter, insisted we could not board, and ultimately forced us to find alternative travel. At that point, there was still time to pass through *** and board the flight. This was a denial of boarding despite being present, compliant, and cooperative.
  Because of this, I incurred $1,801.15 in expenses for new tickets, hotel, and ground transportation. My 9-year-old son, who suffers from anxiety, had a panic attack during the ordeal and experienced heightened anxiety the following day as well.
  The $30 vouchers and $38 credit offered do not reflect the emotional harm or financial burden your staffs actions caused. I will now be pursuing the following:
  Small claims court to seek reimbursement of documented losses
  Public reviews to inform future travelers
  Ongoing DOT complaint, already filed
  Spirit may consider the matter closed, but the core issue remains unaddressed.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/6 I tried to book a flight on spirt website from las to sea 6/12-6/14 I had applied a credit of 47 and tried to use multiple cards for the rest with no resolve. So I cancelled the credit and closed the window. I then received an email 4/14 saying that there was more information needed for the flight 6/12. I tried to what payment issue was applied since none of my payment info was applied. Kept getting am error stating more information is needed or cancel. I clicked cancel since that was the only available option. I then get a cancelation confirmation email with a ***** travel voucher. which was odd since there was never a purchased flight. I then tey to use the voucher for several flights and am given an error message a dntold to contact customer service. I talk to multiple **** including a supervisor named ********* who told me to just use the voucher has restrictions and to keep trying different flight. I then called *** talk to a supervisor name Heilda who told me that the back office kept the flight open until I cancelled it today 4/14 and since I cancelled it I was charged ***** for cancelation and that this voucher is only used for certain class types. When asked what class flights are included I was told to just keep trying.

  Business Response

  Date: 04/15/2025

  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. 
  
  Closing the browser tab during the booking process does not stop the booking from being confirmed when you have confirmed the booking and clicked the submit button. 
  
  
  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.
  
  In order to review your concerns, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  Have a great day!

• Initial Complaint

  Date:04/14/2025

  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.

  Today is April 13 I took a flight from ***** to ************ at 8:25 PM I arrived to ************ 11:15 PMwhen I want to retrieve on my luggage my luggage was open and they had tied another bag with it all my perfume. Broken My clothes was damaged. I was coming off a cruise. I had expensive coffee called blue Mountain three boxes 50 bucks a box. I am extremely upset. They had plastic bag connected to my suitcase. Remind you this was a new suitcase I purchased in ******** the zipper was busted. All my things are ruined. I have been traveling over 35 years and I have never ever experience anything in this nature with your airline and also any other airlineI took time out to give you guys details of what took place and everybody who was there. also witness all my belongings hanging out the bag that they connected to my suitcase in my suitcase open I will gladly appreciate something can be solved in this matter. If not, I will take it another step thank you for your understanding and advance Miss ****** *******.

  Business Response

  Date: 04/14/2025

  Hi ******,
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  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 questions or concerns as it relates to a Spirit booking 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:04/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to share my extremely disappointing and frustrating experience with Spirit Airlines regarding my round-trip flight under confirmation number UM887G, scheduled from April 8 to April 12, 2025.On April 8th, I was wrongfully turned away from my departing flight, despite having a valid ticket. I clearly communicated on three separate occasions that I would still be utilizing my return flight. Additionally, the front desk agent at ************** acknowledged this and assured me that my return flight remained active. She also advised me to contact the airline for a credit or refund for the unused portion of my trip.However, on the day of my return flight (April 12) at ***********, I was informed by the front desk agent that my entire booking had been canceled due to a no-showwhich is completely inaccurate. I was not a no-show and had previously confirmed that my return leg was still intact.When I called customer service, I spoke with Supervisor ******, Employee ID: ******, who informed me that he could not assist with the matter because it took place "in person." This response was completely unacceptable and dismissive.This ordeal forced me to rebook flights twice, costing me additional time, money, and stress. Spirit Airlines offered no support or resolution at any point, despite the fact that the error was entirely on their end.Overall, this experience was distasteful, bothersome, and highly inconvenient. I am deeply dissatisfied with the lack of accountability and customer service shown by **********************.

  Business Response

  Date: 04/14/2025

  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 yourr missed flight. 
  
  We'd like to review your missed flight details. There is a 45-minute check-in cut-off time for domestic departures and 60-minute check-in cut-off time for international departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags. When a Guest does not complete the check-in process prior to the cut-off time, they are subject to their reservation being forfeited, and additional charges may be incurred. The flights cannot be reinstated, and the airfare & ancillaries is non-refundable.
  
  Due to lengthy TSA security checkpoint times, its recommended that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights.
  Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website: 
  *****************************************************************************************************************************
  Additionally, there are no notes in your reservation to corroborate your claims.  However, 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: UM887G
  Amount: $841.96
  Expiration date: April 14, 2026
  (Travel does not have to be completed by that date; however, a new reservation must be secured).
  The guidelines surrounding credits can be found on our website, **************************. 
  Here's the direct link for your convenience. 
  ********************************************************************************************************************************
  
  We hope to welcome you on board a future Spirit Airlines flight soon.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23196493
  
  I am rejecting this response because: I arrived at the airport on time to make it on my flight. The level of unprofessionalism I received throughout the whole ordeal is not something I want to experience again. Im completely weary of Spirit and their policies and would prefer a refund. I came out of pocket last minute, twice, and there may be a situation in the future where I will not be so lucky to book a spontaneous flight as such. 
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 04/15/2025

  As previously stated, 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: 
  *****************************************************************************************************************************
  Additionally, there are no notes in your reservation to corroborate your claims.  However, 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: UM887G
  Amount: $841.96
  Expiration date: April 14, 2026
  (Travel does not have to be completed by that date; however, a new reservation must be secured).
  The guidelines surrounding credits can be found on our website, **************************. 
  Here's the direct link for your convenience. 
  ********************************************************************************************************************************

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

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23196493
  
  I am rejecting this response because: . I arrived at the airport in enough time and had already checked in with my boarding pass in hand. Despite this, I was inexplicably restricted by desk agents from proceeding through ****
  Whats even more troubling is the handling of my return flight. I confirmed it three separate times, and yet it was still canceled without proper notice or justification. When I reached out to your customer service line, the agent dismissed my concern, stating that it was out of his hands because the issue occurred in person. If your representatives are unable to assist in such situations, it calls into question the purpose of having a customer service number at all.
  I am extremely disappointed with the lack of accountability and support I received throughout this entire process. Offering a credit is not a suitable resolutionI have no intention of flying with your airline again. This experience has been frustrating and unacceptable, and I am therefore requesting a full refund.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:04/12/2025

  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.

  Paid extra for Clear Security Bypass , Service was closed and After waiting on the line that never opened , they told me it was closed and I had to get at the end of the line and 3 times as long. Not fair. They refused a refund because it is non refundable. Excuse me ? I paid for a service. The service was not provided. I should be refunded due to company error. Not my error.

  Business Response

  Date: 04/14/2025

  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 experience at the airport.
  
  Spirit and Clear are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any issues that guests have when using Clear or TSA Precheck. You would need to submit your complaint directly to Clear.
  
  If you have any questions or concerns as it relates to Spriit, 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! 
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23194940
  
  I am rejecting this response because: It is a service you offer , through your app. I would have never purchased it or knew about it unless you marketed it to me through whatever type of white label deal you have with clear. Not providing a service you offer after I paid is not fair. You should refund my money and settle it internally with clear. Not fair to the consumer , basically stole my money and pointed the finger. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/18/2025

  As previously stated, Spirit and Clear are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any issues that guests have when using Clear or TSA Precheck. You would need to submit your complaint directly to Clear.
  
  If you have any questions or concerns as it relates to Spriit, you can reply to this thread. Be sure to include the confirmation code and email address associated with the booking in question.