Business Profile

Airlines

Spirit Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

4,293 total complaints in the last 3 years.
1,038 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/11/2025
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.
Hello, to whom this may concern I had a flight scheduled for 4/10/25 from PHL to MCO to depart at 10:05am. Once I got to my gate to depart I was told that my ticket was sold to the woman before me standing in line because when they checked if anyone was in my seat no one was there then proceeded to tell me I needed to be rescheduled to another flight because there was no more space. I paid $233 for my ticket to be able to get home the same day and was forced to sit in the airport for 5 hours while I missed out on money because I wasnt able to attend my work shift later that evening.
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.

Im sorry to hear your flight was missed. We'd like to review your missed flight details. There is a 45-minute check-in cut-off time for domestic departures and 60-minute check-in cut-off time for international departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags. When a Guest does not complete the check-in process prior to the cut-off time, they are subject to their reservation being forfeited, and additional charges may be incurred. The flights cannot be reinstated, and the airfare & ancillaries is non-refundable.

Due to lengthy TSA security checkpoint times, its recommended that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights.
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:
*****************************************************************************************************************************
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: KSBBFB
Amount: $233.99
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.
********************************************************************************************************************************

Spirit does not issue refunds or reimbursement for any guest who miss their flights.

We hope to welcome you on board a future Spirit Airlines flight soon.
Customer Answer
Date: 04/15/2025

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:04/11/2025
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 September 17, 2024, I booked a flight on the Spirit Airlines website with some points I had available. Shortly thereafter, I had a change of plans and needed to cancel the flight. Spirit has a policy that states points are good for 1 year after flight cancelation and in this case, they had eliminated 6500 points not honoring their own policy. I went to rebook another travel date and notice my point balance today is at zero. I contacted Spirit X3 via phone and internet with no resolution from them. I simply want the points to be put back in my account and I will consider the matter resolved. I have included the email Spirit sent me recently showing the points returned. Thank you for your assistance in this matter.YOUR CONFIRMATION CODE GGK42C Booking Date Tuesday, September 17, 2024 Departing *******************, ** 11/12/24, 2:40 PM Arriving SEA *******-******, ** 11/13/24, 1:21 PM Contact Information **** ************************** ********************************** 33990847-828-0182 ** Purchase Price Original Purchase***** + $5.60 Other$0.00 Redemption Fee$0.00 Free Spirit Points refund-***** MasterCard refund--$5.60 RefundTotal Free Spirit Points returned ***** Credit Card refund -$5.60
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 the booking you cancelled.

As outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable for bookings outside the 24 hours/ 7-day window.

The policy you mentioned does not exists nor has it ever been a Spirit policy.

This booking shows it was cancelled and fully refunded on the same day it was booked, 09/17/24.Your points were returned to your Free Spirit account and $5.60 was refunded to the MASTER card ending in 3727. 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. There is no further refund or points due.

Have a great day!
Initial Complaint
Date:04/10/2025
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 wanted to request a refund for a poorly handled situation with my bag at my flight from ****** to ******* last night. This is FLIGHT 217 leaving ****** at 7:52 pm and arriving in ******* 10:55pm. I know spirit does not allow for checked luggage or carry-ons but they do allow for book bags to which I normally bring on my trips. This time, however, I have been dealing with some shoulder issues my A/C joint and could not bring a book bag on this trip. So instead I brought a rolling case that as the exact same size as my book bag. I have used this rolling case many times without any issues on many spirit flights and have asked spirit employees if the rolling case was an issue to which they always said it was fine. For some reason right before I boarded the spirit employee at the gate told me I couldnt go in with that bag and that I had to get it measured. I placed my bag inside the container they had to measure it. It fit just fine. Then they said it had to fit inside an event smaller container to which the bag did not fit and neither would have my book bag. The only thing that would fit in the smaller container would be a small briefcase. I also noticed that none of the other passengers cases or book bags would fit inside that small space either. That seemed weird to me because I couldnt understand why I was the only one singled out. Then the lady said I had to pay an additional $100 dollars to get on the flight. That was shocking since I have flown with this bag many times and never had an issue. I pointed to her that the other passenger bags also would not fit the space she asked me to. The lady just said either I pay her or I wouldnt board my flight. I just begrudgingly paid. I would like to have that $100 returned to my account as that made no sense whatsoever and was an unfair last minute burden to my flight home. Specially when I used the same exact bag when I flew from ******* to ****** the day before without any issues.
Business Response
Date: 04/11/2025
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.

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!
Customer Answer
Date: 04/15/2025
Hello,
I have read Spirit's response and this is no resolution at all. They are not taking accountability for anything and are not addressing the inconsistency with their flight services. They are also not addressing the fact that I was singled out when many others in the line behind me had bags that were just as big behind me and weren't asked to pay. They are also not addressing that there were no issues whatsoever on my flight to Boston literately the day before.
As a business you have to provide consistency so that we know how much to budget for a flight. If we pay $60 for a flight and for some weird reason on the flight back (only) we are demanded to pay $100 just for checking bag, this shows malpractice, inconsistency, and manipulation of the customer. Rules need to be followed and need to be consistent or else we are always going to be at the whim of a "bad apple" employee who abuses their power. Not having these rules be clearly explained and enforced opens the floodgates for discrimination, pettiness, and abuse of all sorts from employees.
I demand to have this rectified. I won't be flying spirit anymore, but I also won't just sit here and take this on the chin because it is wrong in principle.
Customer Answer
Date: 04/16/2025

Complaint: 23189010

Hello,

I have read Spirit's response and this is no resolution at all. They are not taking accountability for anything and are not addressing the inconsistency with their flight services. They are also not addressing the fact that I was singled out when many others in the line behind me had bags that were just as big behind me and weren't asked to pay. They are also not addressing that there were no issues whatsoever on my flight to Boston literately the day before.

As a business you have to provide consistency so that we know how much to budget for a flight. If we pay $60 for a flight and for some weird reason on the flight back (only) we are demanded to pay $100 just for checking bag, this shows malpractice, inconsistency, and manipulation of the customer. Rules need to be followed and need to be consistent or else we are always going to be at the whim of a "bad apple" employee who abuses their power. Not having these rules be clearly explained and enforced opens the floodgates for discrimination, pettiness, and abuse of all sorts from employees.

I demand to have this rectified. I won't be flying spirit anymore, but I also won't just sit here and take this on the chin because it is wrong in principle.

Sincerely,

***** *****
Business Response
Date: 04/17/2025
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.

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.
Initial Complaint
Date:04/10/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently went on a flight to ********* in February 2025. I arrived back from my trip and received an email stating that I was missing out on points and to sign up then and I would receive my points for that flight. I signed up and added my confirmation code, and received a message saying that I would receive the points in ***** hours. I then went to check on this a couple of weeks later and still no points. I contact customer service. I was told that I didn't receive my points because the confirmation code wasn't linked to my Member account. I say okay then the agent says he linked it and the points once again would be in my account in ***** hours. Once again not there. I chat customer service AGAIN and was told that my issue will be escalated and someone will reach out to me in 3-5 days. It has been over that, we are now in April, and all I want are my points because I actually enjoy flying Spirit and actually chose to become a member which I DON'T do with airlines. I just want to receive my points and correct status ranking as promised. I have another trip in July and planned on using my new perks during that trip.
Business Response
Date: 04/11/2025
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 missing Free Spirit points.

I have included the link below for you to request your missing points.
How can I request missing Free Spirit points for a flight that Ive already flown? Spirit Support

You are also welcome to reply to this thread with the following, 1) your Free Spirit account number, 2) the email address associated with your Free Spirit account and 3) the confirmation code of the booking in question.

Have a great day!
Customer Answer
Date: 04/11/2025

Complaint: 23187128

I am rejecting this response because:
Ive tried the link on your website and it doesnt work Ive mentioned that in my original complaint. Please find the requested information:
Spirit number: #**********
reservation number: ZWH26N
email: ******************************
Sincerely,

******* *****
Business Response
Date: 04/14/2025
the Free Spriit account has been associated with your Free Spriit account. The points earned are already showing in your account history.
Customer Answer
Date: 04/14/2025

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. The points have been added.

Sincerely,

******* *****
Initial Complaint
Date:04/10/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a Flight back in June 4, 2024 to to *********. I was unable to take the trip. My Mother has ****************** and I am her caregiver. So the timing was off. they gave me a credit for 1yr . So I then booked a trip to ******* for May 22,2025-26, 2025 but only because I did not want to lose my credit. I am still unable to travel at this time. so they gave me the credit for 5yr. That's crazy, fair, but crazy. Who knows when I will be able to travel or what any of us will be doing in 5 yrs. I would just like my money back at this point. I am overly frustrated with the whole situation. Every time I spoke with a representative, they were not that friendly and not real informative.
Business Response
Date: 04/11/2025
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 cancelled.

As outlined and agreed upon in Spirit's Contract of Carriage, all fares, fees and ancillaries are non-refundable and non-transferable.

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: ?

Amount: $

Expiration date:
(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: ******************************************************************************************************************************

We look forward to serving you on your next flight.
Customer Answer
Date: 04/12/2025
I cant express or be more clear that I am unable to travel at this and dont know when whether its in the next 5yrs or 10yrs I am a caregiver to my Mother with ******************. I just want my money back and move on from this debacle. I am trying not to build a small claims court. And take further matters in my hand. What is 500 and something dollars going to hurt this company? nothing?
I have enough on my plate dealing with my mother. I should not be arguing with $1 million company over 500 and something dollars.. This is just ridiculous.
Customer Answer
Date: 04/14/2025

Complaint: 23186433

I cant express or be more clear that I am unable to travel at this and dont know when whether its in the next 5yrs or 10yrs I am a caregiver to my Mother with ******************. I just want my money back and move on from this debacle. I am trying not to build a small claims court. And take further matters in my hand. What is 500 and something dollars going to hurt this company? nothing?
I have enough on my plate dealing with my mother. I should not be arguing with $1 million company over 500 and something dollars.. This is just ridiculous.

Sincerely,

******** *****
Business Response
Date: 04/15/2025
As previously stated, as outlined and agreed upon in Spirit's Contract of Carriage, all fares, fees and ancillaries are non-refundable and non-transferable.

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

Click here for more information on how to redeem your credit: ******************************************************************************************************************************
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: 23186433

I am rejecting this response because:

Sincerely,

******** *****
Business Response
Date: 04/24/2025
These details were provided when the guest cancelled the booking and an email was sent with the details. The Reservation Credit was issued for $558.32 under confirmation code ULVUHW
Initial Complaint
Date:04/10/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked my round trip flight with Spirit Airlines in February 2025 from ********** to *************** and back. My destination flight went smooth, but the airline overbooked the return flight, canceling dozens of passengers flight to **********. This but me into a state of duress knowing I had to return to work. Not only that, but I also had prepaid parking at the ****************** to consider which was now going to cost me more for parking an extra day. It is also unfair that I paid $80 in baggage fees for a flight I never boarded.Furthermore, I missed a day of work (~$250) due to this flight cancellation.I am complaining to warn others of Spirit Airlines, and in hopes of receiving a reimbursement for my baggage ($80), extra parking fees ($20), and unpaid day off work ($250).
Business Response
Date: 04/11/2025
Hi ********,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

We are sorry to hear about your flight interruption.

Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.

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

Spirit does not issue refunds or reimbursement for any prepaid/planned expenses nor lost wages. This is outlined in Spirit's Contract if Carriage, a document you agreed to when you secured your booking.

For further review, provide your confirmation code, and e-mail address used when booking your reservation.

Have a great day!
Customer Answer
Date: 04/16/2025
Please see the baggage receipts and parking receipt. There needs to be some kind of compromise. I am working, taxpaying citizen trying to receive some form of reimbursement for a service that I did not use but paid for.
I am not asking for reimbursement for my airfare. And since my first flight went smoothly, the first baggage fares are fine with me. But since my second flight was canceled, I should not have to pay for baggage for that flight since I did not use it. This is extremely unfair and may result in a lawsuit for the mental and financial duress it has put me through. I also had to pay an extra day of parking (~$20).
Surely, the airline can compromise and agree to pay $100 for 1 bag and 1 day of parking since I had to park an extra day and did not use their service!
Thanks for your consideration.
Customer Answer
Date: 04/16/2025

Complaint: 23185858

Please see the baggage receipts and parking receipt. There needs to be some kind of compromise. I am working, taxpaying citizen trying to receive some form of reimbursement for a service that I did not use but paid for.

I am not asking for reimbursement for my airfare. And since my first flight went smoothly, the first baggage fares are fine with me. But since my second flight was canceled, I should not have to pay for baggage for that flight since I did not use it. This is extremely unfair and may result in a lawsuit for the mental and financial duress it has put me through. I also had to pay an extra day of parking (~$20).

Surely, the airline can compromise and agree to pay $100 for 1 bag and 1 day of parking since I had to park an extra day and did not use their service!

Thanks for your consideration.

Sincerely,

******** *******
Business Response
Date: 04/17/2025
$79.00 for the bag fee has been refunded. $79.00 was refunded to the MASTER card ending in 7180. 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.

In accordance with our previosu exchanger, Spirit does not issue refunds or reimbursement for any prepaid/planned expenses nor lost wages. This is outlined in Spirit's Contract if Carriage, a document you agreed to when you secured your booking. As so your parking reimbursement request is denied.
Customer Answer
Date: 04/17/2025

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:04/09/2025
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 Mar 3 I saw a $69.95 charge on my cc labeled unable to post Spirit Airlines. I thought my card was compromised to I filed a dispute w my bank. The charge was reversed in Mar 6. On Apr 3 I was advised by my bank that it was an authorized charge and the provisional credit was reversed. I dont even remember making the purchase but its been a year so. But if I had, as can be seen by the screenshot of my lifetime savings, I certainly would not have renewed it. I called Spirit on Apr 3 and was told by **** that the credit was processed. On Apr 7 I called again and was told by Jahim and Ivy that there was no credit forthcoming. I have attached a screenshot from my bank showing the 3 transactions. I would like my $69.95 back and my membership cancelled.
Business Response
Date: 04/10/2025
Hi ********,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

Im sorry to hear that you were caught off guard by the renewal of your Spirit *********** membership. I found that you enrolled in our *********** on 02/27/24 paying the enrollment charge of $69.95. To enroll, you had to agree to the terms and conditions of the club which state that memberships are non-refundable, non-transferable, and are automatically renewed yearly.
A reminder email was sent alerting you of the upcoming renewal. Since your membership remained an active one (meaning it wasnt cancelled prior to the renewal date), the credit card on file was automatically charged $69.95, on DATE, extending your membership for another year.
If you wish to cancel your membership, you may do so online at ******************************. Upon cancellation, your benefits will cease immediately.
While I am sympathetic to your situation, we are unable to honor your request for a refund as outlined and agreed upon in Spirit's Contract of Carriage, all fares, fees and ancillaries are non-refundable and non-transferable.

Have a great day!
Customer Answer
Date: 04/11/2025

Complaint: 23184661

I am rejecting this response because: Despite what Spirit says, I did not receive an email alerting me that this membership would be renewed. If that were the case, I would have cancelled it without having to go through all this. I was told by a Spirit representative on April 3 that a credit was forthcoming. I was also told by Ivy on April 7 that there was no evidence in the Spirit system that the reversal was re-reversed and once I was able to show that, a credit would be issued. For this reason, I send screen shots of all three of the account changes in my original complaint. Because I was told by 2 Spirit representatives that I would be receiving a credit for $69.95, this is what I expect and require in order to close my complaint.

Sincerely,

******** ******
Business Response
Date: 04/14/2025
As previously stated, if you wish to cancel your membership, you may do so online at ******************************. Upon cancellation, your benefits will cease immediately.
While I am sympathetic to your situation, we are unable to honor your request for a refund 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.
Initial Complaint
Date:04/09/2025
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.
Subject: Please Need Help for Resolution Missing Shares and Funds from Robinhood Account On March 17, 2025, all of my Spirit Airlines shares disappeared from my ******************** account. ********* advised me to contact Spirit Airlines, stating that the company was responsible for removing my shares and funds, which had a total market value of $********* shown in the attached document, a screenshot from Robinhood on March 15, 2025, displayed the message: This stock is temporarily untradeable. On March 17, 2025, my 764 shares and the corresponding amount of $355.26 were no longer in my account. Also attached a snapshot of my conversation with Robinhood on Monday March 17.I emailed Spirit Airlines ***************************** ********************************************** on March 31, 2025, outlining the same information. As of today, April 9, I have not received a resolution.I am reaching out to request assistance in either Spirit Airlines refunding the $355.26 that disappeared from my account or providing a travel voucher for the same amount, as compensation for the shares and funds that were removed without any prior notification or explanation.I would greatly appreciate your help in resolving this matter.Should you need additional information, you can reach me at ************ or via email me at ******************* Thank you,***** ****** ************
Business Response
Date: 04/10/2025
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.

Our records show you were previously assisted. Your concerns have been reviewed, and our response remains unchanged. To reiterate, as a result of the chapter 11 restructuring, all of Spirit's common stock outstanding prior to our emergence from chapter 11 was cancelled and has no value. Consistent with our chapter 11 Plan of Reorganization, no new securities will be issued to the holders of such common stock.

There are no vouchers issued for stock related inquiries.

You would need to send an email to *********************************************************************** for any further assistance.

Have a great day!
Customer Answer
Date: 04/19/2025

Complaint: 23184035

I am rejecting this response because:

Sincerely,

***** ******
Customer Answer
Date: 04/24/2025
Did Spirit Airlines make any effort to warn against the trading of soon-to-be cancelled stock?

As a result of this, I have suffered financial loss due to my recent purchases of stock under symbol SAVEQ during the period between 3/6/25 thru 3/11/25. On 3/17,25 the shares disappeared from my investing account. Where did my money actually go???
Customer Answer
Date: 04/24/2025
Did Spirit Airlines make any effort to warn against the trading of soon-to-be cancelled stock?

As a result of this, I have suffered financial loss due to my recent purchases of stock under symbol SAVEQ during the period between 3/6/25 thru 3/11/25. On 3/17,25 the shares disappeared from my investing account. Where did my money actually go?
Business Response
Date: 04/25/2025
In accordance with our previous exchange, our records show you were previously assisted. Your concerns have been reviewed, and our response remains unchanged. To reiterate, as a result of the chapter 11 restructuring, all of Spirit's common stock outstanding prior to our emergence from chapter 11 was cancelled and has no value. Consistent with our chapter 11 Plan of Reorganization, no new securities will be issued to the holders of such common stock.

There are no vouchers issued for stock related inquiries.

You would need to send an email to *********************************************************************** for any further assistance.

Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.
Initial Complaint
Date:04/08/2025
Type:Sales and Advertising 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 accidentally booked this flight with Spirit Airlines while searching due to a death in my family. I instantly called Spirit to try and have this canceled and they refused. I had made this reservation within 30 minutes of calling them, and they refused to refund my payment. They then told me that if I provided an obituary to them proving that there was a death in our family, this would be refunded. It is completely asinine to assume that we would have access to such a document within 24 hours of my family members passing. I feel that Spirit Airlines is taking advantage of an error that I had attempted to rectify virtually instantly after the mistaken reservation had gone through. I am requesting for these tickets to be canceled and my money to be refunded to me in full in the amount of $662.97.
Business Response
Date: 04/09/2025
Hi *****,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

I am sorry to hear about the booking you secured by mistake.

Our records show you secured this booking using Expedia. Spirit and Expedia are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any bookings issues when guest use third-parties, travel agencies or make booking mistakes. It is the guest responsibility to ensure all booking information is correct before securing their booking.

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.

Our records show you were previously assisted, you were advised that all Spirit fares, fees and ancillaries are non-refundable and non-transferable.

If you'd like to book a reservation, change or cancel a reservation, or manage travel, we recommend using ************************ - its cheaper too! If you have an issue you can't resolve here, one of the numbers below should suit your needs.

Spirit Sales and ***************************** and Domestic
You can call us Toll Free at 1-855-SAVE-555 *************) or
text us at *****, or use ************ on WhatsApp
24 hours a day/ 7 days a week
*When calling from Mexico dial *********

Assistance for the hearing impaired

For TTY/TTD dial 711

Have a great day!
Customer Answer
Date: 04/09/2025

Complaint: 23179564

I am rejecting this response because: I am requesting a refund for this due to a mistaken charge that I immediately tried to correct. I attempted to cancel this reservation within 1 half hour due to tickets not being needed. I was instantly told that they would offer me credit with the airline but only in the amount of half of my initial payment. The credit with Spirit Airlines is completely useless to me because I will never do business with them again. I would never do business with a company that has the reputation that Spirit Airlines holds and I only was interested in this flight due to my grandmother passing and me trying everything I can to get my family to her funeral. Spirit Airlines has taken advantage of my needs and pretty much said that if you book a flight with them within 7 days of the flight, your money is gone no matter what the circumstances may be. It is very disappointing to see Spirit has chosen only to regurgitate the same information in response to this complaint. I will not accept any response from Spirit that does not include reimbursement of at least 2 of the 3 tickets that I had purchased by mistake.

Sincerely,

***** ******
Business Response
Date: 04/11/2025
As previously stated, our records show you secured this booking using Expedia. Spirit and Expedia are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any bookings issues when guest use third-parties, travel agencies or make booking mistakes. It is the guest responsibility to ensure all booking information is correct before securing their booking.

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.

Our records show you were previously assisted; you were advised that all Spirit 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.
Initial Complaint
Date:04/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a flight a month away. I tried to cancel on the app within 24 hours and get a full refund. The page kept redirecting me to a blank page. The cancel/modify button always took me to a blank page. After the 24 hours it finally worked and I was able to cancel but. They said I couldn't get my full refund. I looked at there policy and it says after 24 hours you don't get a full refund. I find it weird that there page was down to cancel the flight but all other pages worked. I couldn't add a bag or change my seat or anything. I looked at other pages on the site to see if it was just the cancel/modify button and it was. I didn't take a screenshot because I didn't know it was necessary. But now there asking for one for proof. I'm sure this has happened to others before. I paid 200 dollars for a flight a month away and cancelled as soon as the app let me. They credited me half back towards credit. U think I deserve a full refund in original form of payment.
Business Response
Date: 04/08/2025
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 cancelled.

If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.

If the above does not apply, you will receive a Reservation Credit. The full value of the reservation will be provided for Go Big, Go Comfy and Go Savvy bookings. A cancellation charge will be retained for Go bookings purchased after February 5, 2025.

For optimal browsing experience, make sure to use an up to date web browser like ****** Chrome, Mozilla Firefox, Opera, or Safari. If it is up-to-date, we suggest that you clear the cache, cookies, and history through the browser settings. You can also try logging in through Private/Incognito Browsing depending on your web browser's functionality and feature.

Our ***************** Team states that there have been no reported outages or glitches with any of Spriit's platforms.

You would need to submit proof to back your claims. Attach the required documents as PDF, JPEG or PNG for review along with the confirmation code of the trip in question and email address associated with the booking. Without the required supporting documentation, we cannot review your request, and the standard cancellation policy applies.

Have a great day!
Customer Answer
Date: 04/08/2025
I went back into my chrome browser and looked through my tabs and found this page. This is the only time I've seen something like this so I'm pretty sure it's it. I looked up what it means and it says they blocked my permission to Access that part of the site so I couldn't make changes.
Business Response
Date: 04/09/2025
The image shows the browser and network you are connected to blocked you from using the Spirit website which has nothing to do with Spirit. Spirit is not liable or responsible for any issues with your personal networks or connections.
As previously stated, 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.
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: 04/09/2025

Complaint: 23174483

I am rejecting this response because:from my point of view, the research I've done that's in the screenshot. Us your fault. I have 5 g network and great internet. I tried more than once over a period of 24 hours to change my flight. Now I was logged in to your site. Remember this. Your site was running, I just couldn't access my that part of the page. Your lying. I had ******** up. Doing college classes. I was on spirit airlines site already. Why would my internet allow me on your site to do everything else but that. Just give me my money back, you guys are acting unreasonable. You say it's my internet, how bout my 5g cell coverage. So your telling me my internet and full cell phone coverage plan was down. My internet provider was up as well as my cell phone network provider. If the wireless goes down my 5g works if 5g goes down my internet works so there no way it was on my end. I never lose service. That's the point of internet and 5g working together. I know an agent takes the info and puts it into the computer to confirm my reservation. Proof everything on my flight was confirmed, seating and all, not just payment within the 24 hours for me to cancel.

Sincerely,

******* *****
Customer Answer
Date: 04/09/2025
This proves that even my seats were not picked yet. I never chose my seats so how could I cancel. There's no way my flight was confirmed. How can you change something when there's nothing to change. There page was down cause there was no page. You need information for a page.
Business Response
Date: 04/10/2025
This does not prove anything was wrong, seats just like all other ancillaries do NOT have to be selected during the booking process. Aancillaries can be added or modified after teh booking is secured all the way up until boarding.
We have carefully reviewed your complaint and our resolution remains unchanged. There will be no further correspondence regarding this matter
Customer Answer
Date: 04/10/2025

Complaint: 23174483

I am rejecting this response because: there wrong in there actions. There thieves.

Sincerely,

******* *****
Customer Answer
Date: 04/10/2025
You said once the seating and everything is secure. What if it wasn't secure 1 hour after I booked and try to cancel. Would I be able to?

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