Business Profile

Airlines

Spirit Airlines

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

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:04/07/2025
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.
We were told we would be honor bags for $29 being that my brother is a deputy..who is also on the flight.They then charged us $300.we have it in text messages.They still have yet to honor they promise ..We Want what they promise to do
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 issue in reference to the prices for ancillaries.

Prices are dynamic based on, time of booking, city pairing, dates of travel, time of purchase, and demand. Flight demand varies by region, day of week, destination, and season. The price is not guaranteed until a booking has been fully confirmed.

Spirit fares are already very low, and we are unable to offer additional discounts.

For further review, provide your confirmation code, and e-mail address used when booking your reservation. Additionally, we request the phone number and email addressed used when yu chatted with us so that the transcripts can be reviewed.

Have a great day!
Initial Complaint
Date:04/07/2025
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.
Spirit Airlines sold me a $12 "Security Shortcut" for my flight from Terminal 2 ORD to LAX. When I arrived at ***, I was informed that there was no Security Shortcut in **********. This was told to me by *** and the Spirit Gate Agent, so the airline was certainly aware. Fraudulent sale aside, this is not a big deal. Maybe there was a miscommunication. I reached out to Spirit Airlines as I was advised to do by the **********. The Spirit Representative claimed that there is no proof that the service was unavailable (not sure how I prove a negative) and refused to refund my $12. This is a simple issue that could have been taken care of with a refund and customer service, but now it has risen to bald-faced fraud as they sold be a service that they were incapable of providing, while representatives of the company (the Gate Agents) are fully aware that the product was not deliverable. Spirit Airlines stole $12 from me - it really is as clear cut as that. All I am seeking is the $12 refund, which was a separate transaction from the flight booking, to be made to the credit card that Spirit Airlines has on file.
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'm sorry if you were unable to use our Shortcut Security option at the ************

I have issued a refund in the amount of $12.00 to the MASTER card ending in 3233. Refunds are processed immediately on our end but may take 3-7 business days to post to your account.

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: 04/08/2025

Better Business Bureau:
Thank you for your attention to this matter, and thank you to Spirit Airlines for making this right.
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:04/07/2025
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 made a group reservation with a Spirit Airlnes ticketing agent at *********************. Because I was purchasing tickets for 10 passengers I was advised I needed 2 reservations. The first reservation listed 8 passengers and the second reservation listed the remaining 2 passengers. The ticket agent entered the correct date for the first reservation but entered the wrong return date for the 2nd reservation. I was not made aware of the error until Saturday April 5th. Spirit Airlines acknowledged the error was made by the ticket but refuse to refund me the $457 required to correct the date. The is a predatory practice that is illegal
Business Response
Date: 04/08/2025
Hi Tadnaha,

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 at the airport.

It is the gust responsibility to ensure all booking information is correct before leaving the airport. Once the guest has left the airport any cancellations or modifications are subject to applicable policies and fees.

Group Bookings are not done at the airport, they are done with our Group Bookings Team. the airport agent advised you of the two separate bookings as a maximum of 8 people can be listed on one reservation.

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

Have a great day!
Customer Answer
Date: 04/08/2025
Please see attached receipt I received from the agent. My group booking was done in person with a ticketing agent at *********************. Please note, the agent was provided the dates of travel. I was advised that all 10 passengers must be split into 2 reservations. There is no reason I would have 2 passengers return home a day earlier than the entire group.
Customer Answer
Date: 04/08/2025
Please see corresponding text alert when both charges were processed.
Customer Answer
Date: 04/08/2025
More screenshots of the booking for each reservation paid for at the airport with an agent.
The agent knew the dates were the same. If this booking was completed online I would accept the error. Because the agent made the error I should not be responsible

Customer Answer
Date: 04/09/2025

Complaint: 23170763

Please see attached receipt I received from the agent. My group booking was done in person with a ticketing agent at *********************. Please note, the agent was provided the dates of travel. I was advised that all 10 passengers must be split into 2 reservations. There is no reason I would have 2 passengers return home a day earlier than the entire group.

Please see corresponding text alert when both charges were processed.

More screenshots of the booking for each reservation paid for at the airport with an agent.

The agent knew the dates were the same. If this booking was completed online I would accept the error. Because the agent made the error I should not be responsible

Sincerely,

Tadnaha *********
Business Response
Date: 04/11/2025
As previously stated,Group Bookings are not done at the airport, they are done with our Group Bookings Team. the airport agent advised you of the two separate bookings as a maximum of 8 people can be listed on one reservation.

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 further review, provide your confirmation codes, and e-mail address used when booking your reservation.
Additionally, there were no attachments submitted as you stated.
Customer Answer
Date: 04/11/2025

Complaint: 23170763

I am rejecting this response because:

the resevation was not cancelled so the policy referenced is not applicable. My complaint is that the return flight for the last 2 passengers in my "group" had the incorrect date. The date was entered by the ticketing agent. She asked me to confirm the dates at the time the reservation was made and she STILL entered the wrong dates. I dont feel i should be responsible for paying for an error thar a Spirit associate made. Furthermore, looking at the return dates for reservation# XKQYKM it is clear that the return date should have been 4/7. The associate at ********************* also confirmed that the error was made by your associate! The only reason they were unable to issue a refund at the ticketing counter was because my payment was processed online. This error cost me $457!! The cost for the 2 tickets was only $246! None of your phone agents offered me any solutions and i was forced to pay the fee in order to ensure all members of my group returned on the same flight!

Sincerely,

Tadnaha *********
Customer Answer
Date: 04/11/2025
I booked our airfare via an agent at the airport to ensure we not only had the best rates but were also traveling on the same flight. I provided both the departure and return dates to the agent. After booking the first reservation with 8 passengers, she proceeded to book the second reservation with the same dates. She confirmed that all 10 passengers would be traveling on the same flight. I had no reason to believe there was an issue with the dates. Spirit is not being reasonable. I paid for airfare for 10 people to travel for a funeral and was hit with an outrageous fee to correct an error made by a Spirit employee. I have never experienced a situation where a company was in the wrong yet refused to make things right for a customer.
Business Response
Date: 04/16/2025
As previously stated, It is the gust responsibility to ensure all booking information is correct before leaving the airport. Once the guest has left the airport any cancellations or modifications are subject to applicable policies and fees.

Group Bookings are not done at the airport, they are done with our Group Bookings Team. the airport agent advised you of the two separate bookings as a maximum of 8 people can be listed on one reservation.

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.
Additionally, we are unable to corroborate your claims as the airport agent secured the booking and noted your reservation that you were advised of the Terms & Conditions and confirmed the booking with you.
As outlined and agreed upon in Spirit's Contract of Carriage, all fares, fees and ancillaries are non-refundable and non-transferable. There is no compensation or refund due
Customer Answer
Date: 04/16/2025
Where do we go from here? How is it NOT evident that the ***resentative made an error?? I spoke to a ticketing agent in person who acknowledged the error. Additionally, The ***resentative at *** stated the only reason they could not issue the refund was because the charges were processed online. The *** also confirmed that Spirit's customer service department would fight me instead of making it right. I also have a recording from the last ***resentative I spoke to who confirmed what I needed to do in order to receive the refund. At this point Spirit's customer service is poor. Thisnis NOT how you handle errors.
Customer Answer
Date: 04/16/2025

Complaint: 23170763

I am rejecting this response because:
Spirit has failed to acknowledge responsibility and has failed to issue a refund. It is evident the error was made by the ticketing agent. I spoke to an agent in person at *** and the agent reviewed both reservations and confirmed the error was made by Spirit. I also have a recording of the last agent I spoke to on the phone who also confirmed the error was made by Spirit. Why is Spirit refusing to make this right?!

Sincerely,

Tadnaha *********
Business Response
Date: 04/17/2025
As previously stated, it is the gust responsibility to ensure all booking information is correct before leaving the airport. Once the guest has left the airport any cancellations or modifications are subject to applicable policies and fees.

Group Bookings are not done at the airport, they are done with our Group Bookings Team. the airport agent advised you of the two separate bookings as a maximum of 8 people can be listed on one reservation.

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.

Additionally, we are unable to corroborate your claims as the airport agent secured the booking and noted your reservation that you were advised of the Terms & Conditions and confirmed the booking with you.

As outlined and agreed upon in Spirit's Contract of Carriage, all fares, fees and ancillaries are non-refundable and non-transferable. There is no compensation or refund due
We have carefully reviewed your complaint and our resolution remains unchanged. There will be no further correspondence regarding this matter
Customer Answer
Date: 04/17/2025

Complaint: 23170763

Thank you for your response. However, I must reiterate that the error in my reservation was caused by your airport ticketing agent, not by me. I was assured the booking was accurate at the time of confirmation, and I was not made aware of any issues until after I reviewed the details. The booking was not made online or independently; it was handled by your staff directly.
While I understand Spirits policies, this situation falls under agent error and is not a result of passenger negligence.(This is evident as there were 2 reservations for 10 passengers that were supposed to travel together)
I am requesting a full refund of the date change fee that was assessed due to your agents mistake.
If this request is not honored, I will proceed with the following actions:
File a formal complaint with the ********************************* (***), as this involves an unresolved issue with a U.S. carrier and a refusal to take accountability for staff error.
Dispute the charge with my credit card provider, including supporting documentation that shows the agent made the booking.
Post publicly on consumer advocacy platforms such as Trustpilot, and social media to alert other travelers of this issue and Spirits refusal to resolve it fairly.
I am providing Spirit Airlines with one final opportunity to issue the appropriate refund before these actions are taken.

Sincerely,

Tadnaha *********
Initial Complaint
Date:04/07/2025
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.
Dear Better Business Bureau Representative:I am writing to formally express my dissatisfaction with the handling of my recent baggage issue and the associated reimbursement claim.On a recent Spirit Airlines flight to ******, ********** I was traveling to attend my sons birthdaymy checked baggage was lost. A customer service representative filed a claim on my behalf and advised me that I could purchase essential replacement clothing, which I did, including a pair of trousers, socks, and underwear. To minimize further costs, I opted to hand wash the shirt I was wearing rather than purchase another.Despite following the instructions provided by your representative, Spirit Airlines has refused to reimburse me for these necessary expenses. I have been disputing this matter for over 75 days without resolution.This is not an isolated incident. Over the past eight months, I have experienced several concerning service issues while flying regularly between Ft. Lauderdale and ****** with Spirit Airlines. I have documented these instances and would be willing to share them with you, should you wish to review them.I respectfully request that this matter be reviewed again, and that a fair and timely resolution be provided. I look forward to your prompt response.Sincerely,****** ****** ************ [Claim Number, if available]
Customer Answer
Date: 04/07/2025
I apologize but I did not attach the following letter I sent to Spirit Airlines that has the receipt for the clothing I had to purchase. Please could you share this with Spirit Airlines also. Thank you for your help. Sincerely, ****** ******
Business Response
Date: 04/08/2025
Hi Dermot,

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 claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.

If you have any further questions or concerns, you can to this thread. Be sure to include your confirmation code and email address associated with said booking.

Have a great day!
Customer Answer
Date: 04/08/2025

Complaint: 23169856
I am rejecting this response for the following reasons:
Over the past two months, I have been in ongoing correspondence with Spirit Airlines through ****************, as I am actively disputing this matter via their process as well.
For Spirit Airlines to now claim that the department receiving this complaint does not handle such issues is yet another example of being passed around without resolution. This is a continuation of the same unacceptable customer service I have experienced throughout this process. I am filing a formal complaint with the Better Business Bureau regarding Spirit Airlines handling of this matter.
If Spirit Airlines continues to provide evasive, unhelpful responses, I will pursue the matter in small claims court. In the meantime, I will persist in seeking a refund through *****************
Sincerely,
****** ******
Business Response
Date: 04/09/2025
As previously stated, all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.

You can use the link (******************************************************************) to initiate/update your mishandled bag claim.

Please stay in direct contact with your claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.

If you have any further questions or concerns, you can to this thread. Be sure to include your confirmation code and email address associated with said booking.
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
Dear Better Business Bureau,
I am writing to formally lodge a complaint regarding my ongoing and unresolved experience with Spirit Airlines. Despite my numerous efforts to address this issue, I have consistently been redirected to various departments without receiving a resolution. This has been a source of significant frustration, as I feel Spirit Airlines is attempting to avoid responsibility by passing my case around.
I initially made a complaint and have reached out to Spirit Airlines multiple times, including speaking with the manager of their operations at **************, submitting a letter to their CEO at their *******, ******* headquarters, and even contacting a representative at their corporate office who promised a follow-up. However, despite these efforts, I have not received any meaningful response or resolution.
The response I received from Spirit Airlines to my formal complaint was simply to contact another department, which I find to be a deflection and a failure to address the core issue. This has been the pattern throughout my interactions with them. Despite numerous phone calls, long wait times, and being transferred between departments, I continue to receive the same lack of assistance, with no real resolution or acknowledgment of the commitment made to me by another representative on January 25th.
I have also been disputing the matter through **************** and have been told I will be compensated, but this still has not occurred. Given my numerous attempts to resolve this matter directly with Spirit Airlines, I believe it is important for my complaint to remain on the Better Business Bureau website as part of the public record. This ongoing issue with Spirit Airlines is not only frustrating but highlights a pattern of poor customer service and failure to honor commitments.
I trust that the Better Business Bureau will review this complaint and ensure that it remains visible on the website, as I continue to seek a fair resolution.
Thank you for your attention to this matter.
Sincerely,
****** ******

Sincerely,
****** ******
Customer Answer
Date: 04/09/2025

Complaint: 23169856

I am rejecting this response because:
Dear Better Business Bureau,
I am writing to formally lodge a complaint regarding my ongoing and unresolved experience with Spirit Airlines. Despite my numerous efforts to address this issue, I have consistently been redirected to various departments without receiving a resolution. This has been a source of significant frustration, as I feel Spirit Airlines is attempting to avoid responsibility by passing my case around.
I initially made a complaint and have reached out to Spirit Airlines multiple times, including speaking with the manager of their operations at **************, submitting a letter to their CEO at their *******, ******* headquarters, and even contacting a representative at their corporate office who promised a follow-up. However, despite these efforts, I have not received any meaningful response or resolution.
The response I received from Spirit Airlines to my formal complaint was simply to contact another department, which I find to be a deflection and a failure to address the core issue. This has been the pattern throughout my interactions with them. Despite numerous phone calls, long wait times, and being transferred between departments, I continue to receive the same lack of assistance, with no real resolution or acknowledgment of the commitment made to me by another representative on January 25th.
I have also been disputing the matter through **************** and have been told I will be compensated, but this still has not occurred. Given my numerous attempts to resolve this matter directly with Spirit Airlines, I believe it is important for my complaint to remain on the Better Business Bureau website as part of the public record. This ongoing issue with Spirit Airlines is not only frustrating but highlights a pattern of poor customer service and failure to honor commitments.
I trust that the Better Business Bureau will review this complaint and ensure that it remains visible on the website, as I continue to seek a fair resolution.
Thank you for your attention to this matter.
Sincerely,
****** ******

Sincerely,

****** ******
Customer Answer
Date: 04/09/2025
Dear Spirit Airlines Representative,

I am writing to express my continued frustration with the unresolved issue related to my claim, which has been ongoing for the past three months. Despite my best efforts to resolve this matter, the process has been far from straightforward, and my recent interactions have only added to my dissatisfaction.

In an attempt to address this issue, I followed the instructions provided by the Spirit Airlines representative, who has been in communication with both me and the Better Business Bureau regarding my complaint. I was directed to visit the *** *****************************************************************, which redirects to ****************************************************************. However, despite multiple attempts, I consistently encounter the error message: "Incorrect Last Name and File ID combination. Please try again," when entering my surname and File ID ************, or the alternative File ID provided by the Spirit Airlines manager at ************** (AUSNK29695238).

This situation reflects a pattern of inefficiency and appears to be a deliberate exercise in protocol that, rather than resolving issues, merely perpetuates customer frustration. I believe that this approach is designed to create the illusion of assistance, while ultimately leading customers in circles and discouraging further action.

I am not willing to give up, however, and I intend to pursue this matter to its conclusion. Should this treatment continue, I will be forced to maintain my formal complaint with the Better Business Bureau, and I will not hesitate to initiate small claims court proceedings if necessary. I am aware that this process may be time-consuming and costly for me, but I am committed to seeing it through.

Thank you for your attention to this matter. I look forward to your prompt resolution.
Sincerely,
****** ******
Initial Complaint
Date:04/06/2025
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 extended my trip from Thursday, April 3rd, to Monday, April 7th, using points to make the modification. However, there appears to be a system glitch, as I never received a confirmation and the booking wasnt actually processedunless there was an error on my ******** I am forced to make another reservation and using more money to do so.
Business Response
Date: 04/07/2025
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 confirmation code XLSNNJ.

Our records show you secured two separate bookings on 03/22/25. Confirmation code XLSNNJ and XEWEYR

.

XLSNNJ-was booked for a one-way ORD-FLL on 04/02/25 which you modified on the same day it was booked for a ORD-FLL flight on 04/03/25. This booking shows, you did not check-in for your flight or cancel it prior to the travel dates. If a guest does not board the aircraft for any reason, the flight is automatically canceled in the system and all remaining segments on the itinerary are automatically canceled. The flights cannot be reinstated, and the airfare is non-refundable.

As a one-time courtesy I cancelled the modified booking and issued a refund. $5.60 will be refunded to the **** ending in 1282. and ***** Free Spirit points will be returned to your Free Spriit account. 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.

On 04/06/25 you secured a third booking, confirmation code XLE75J. You booked a one-way FLL-ORD flight for travel on 04/09/25.

We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!
Customer Answer
Date: 04/07/2025

Complaint: 23167431
I am rejecting this response because I spent an additional $100 on extra points to extend my one-way ticket from Thursday, April 3rd, to Monday, April 7th, 2025. Despite this, I had to make a third booking and pay an extra $139.00. I believe a refund of only $5.60 and 6000 points is insufficient. In total, I ended up spending nearly $250.00 for a flight from *** to FLL due to a system glitch, which I find unfair. Once I purchased the points to extend the ticket, the extension should have been applied.
I have a witness who was present as I arranged the purchase, as well as screenshots to verify the transaction. Therefore, I am requesting an additional refund or more compensation in points beyond the ***** already offered. As someone who flies regularly for work, this situation is unacceptable.

Sincerely,

********* ******
Business Response
Date: 04/08/2025
As previously stated, Our records show you secured two separate bookings on 03/22/25. Confirmation code XLSNNJ and XEWEYR
.
XLSNNJ-was booked for a one-way ORD-FLL on 04/02/25 which you modified on the same day it was booked for a ORD-FLL flight on 04/03/25. This booking shows, you did not check-in for your flight or cancel it prior to the travel dates. If a guest does not board the aircraft for any reason, the flight is automatically canceled in the system and all remaining segments on the itinerary are automatically canceled. The flights cannot be reinstated, and the airfare is non-refundable.

As a one-time courtesy I cancelled the modified booking and issued a refund. $5.60 will be refunded to the **** ending in 1282. and ***** Free Spirit points will be returned to your Free Spriit account. 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.

On 04/06/25 you secured a third booking, confirmation code XLE75J. You booked a one-way FLL-ORD flight for travel on 04/09/25.
There will be no further refund nor compensation issued as this was guest-initiated errors. It is the guest responsibility to ensure all booking information is correct before securing or modifying a booking.
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: 04/08/2025

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:04/06/2025
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.
False Advertising.During booking process, bags were advertised as $30/bag; however, the final charge was based on $70/bag. See screenshots.Spirit customer support reference: ***************
Business Response
Date: 04/07/2025
Hi Bilal,

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 adding ancillaries.

Prices are dynamic based on, time of booking, city pairing, dates of travel, time of purchase, and demand. Flight demand varies by region, day of week, destination, and season. The price is not guaranteed until a booking has been fully confirmed.

To better assist you, provide your confirmation code, and e-mail address used when booking your reservation. The photo you submitted shows you blacked out the relevant information.

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

Complaint: 23167287

I am rejecting this response because:
I have been in contact with Spirit airlines over email regarding this complaint (see attachment). The end result is that Spirit airlines implied that their bag prices displayed during booking process are not reliable and you can only know the true cost of bags at the final payment step. And they refused to refund the amount requested.
Sincerely,

***** ******
Business Response
Date: 04/11/2025
As previously stated, prices are dynamic based on, time of booking, city pairing, dates of travel, time of purchase, and demand. Flight demand varies by region, day of week, destination, and season. The price is not guaranteed until a booking has been fully confirmed.

The photo you submitted shows you blacked out the relevant information. Therefore, we are unable to corroborate your claims.

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.

We appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy.
Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed, and the resolution has been thoroughly clarified.
Customer Answer
Date: 04/11/2025

Complaint: 23167287

I am rejecting this response because:
"The photo you submitted shows you blacked out the relevant information. Therefore, we are unable to corroborate your claims."
See attached original photos so you can corroborate my claim.
Sincerely,

***** ******
Business Response
Date: 04/15/2025
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: 23167287

I am rejecting this response because:
In summary, Spirit Airlines is saying that the bag price you see DURING the booking process may not be accurate and you will only know the true price at the end of the booking process when you pay. I believe this to be false advertising and a deceptive business practice.
I have provided all information requested by Spirit Airlines but we were unable to come to a resolution so I think this case can be closed.
Sincerely,

***** ******
Initial Complaint
Date:04/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Spirit Airlines caused several unacceptable situations across 8 different flights I boarded from December to February. I first reached out in December for assistance but was not contacted to discuss with a representative until March, over 60 days later. Attached is my Formal Demand for Compensation and Immediate Resolution that was sent to their customer service representatives. The document outlines the multiple issues mentioned above but most importantly: 1. The negligence to provide requested crucial services for my disabled grandmother.2. Unacceptable mishandling of luggage and failure to provide correct information to retrieve it causing extreme emotional distress and life impacting circumstances.3. Failure to operate according to DOT federal regulations that outline automatic refunds for flights delayed over 3 hours.4. Failure to operate according to *********** regulations that outline mandated response times.5. Purchased services that did not work as promised.6. Overall awful customer service to which they did not take accountability for.When I did finally hear back from Spirit's **************** team, they only offered me two $50 vouchers. They did say I could request refunds for the services purchased that did not work (I.e. Wi-fi); which I find fair so long as they are paid. They also said I could fill out a form to receive the refund for the flight that was extremely delayed however, as mentioned in one of my above points- this should have been done automatically according to DOT federal regulations. Therefore, Spirit chose not to comply or operate in accordance with federal regulations at my expense. Two $50 vouchers does not suffice to resolve this. They also connected me with their disabled customer service team who also only offered two $50 vouchers but this is nowhere near acceptable considering the life threatening circumstances they put my grandmother through. I'm happy to discuss further to find an appropriate resolution.
Business Response
Date: 04/07/2025
Hi ******,

Thank you for reaching out to Spirit!

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

I am sorry to hear about your booking issues in reference to your flight interruption and the service received.

We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. Ive shared your comments with the ******************************* for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

Our records show you were previously assisted on two other cases, CAS-8025967-H4B0Q1 & CAS-*******-G6F7H4. Your concerns have been thoroughly reviewed and addressed; our position remains unchanged.

Below is the response you were sent from our Disability Specialist. Any further questions or concerns would need to be directed to our Disability Team.

Hi ******,

My name is ******* and Im a part of our Disability Specialist team here at Spirit. Your recent correspondence has been forwarded to my attention for further assistance regarding your experience with us on February 22, 2025, ********** (CLT) to *************** (FLL). Im reaching out to personally apologize for any frustration you may have experienced. I assure you that we take pride in offering quality service to all of our guests, especially those traveling with special needs. Immediately upon receiving your correspondence, we reached out to our CLT and FLL station management teams for reports related to the incidents you describe. Im grateful for the opportunity to address your concerns.

First, we would like to thank you for requesting wheelchair service ahead of time for your grandmother as it helps our wheelchair Service Provider vendors (SP) schedule their staff accordingly. Please keep in mind, although wheelchair service is added to a reservation ahead of time, we require our Guests to still let a Team Member (TM) know of the request upon arrival at the station and throughout the duration of their travels. Once a request is made, oftentimes, a short wait is necessary as our SP may be busy helping other Guests. We strive to accommodate all wheelchair requests as soon as possible but are required to provide service within 20 minutes.

After reaching out to our ******************** regrettably, we were unable to obtain a report regarding the incident you described with your grandmother not receiving wheelchair assistance upon request. As such, we are unable to determine if our service met the standards set out by both ourselves and the Department of Transportations (DOT) disability rule; however, this does not mean that we are not truly sorry for any frustration and inconvenience you and your family may have experienced on this day. I have followed up with our CLT station again, should I receive additional information, I will be sure to provide you with an updated response.

Additionally, Im truly sorry that your baggage, which contained your grandmother's medication, was mishandled while in our care. We do everything in our power to ensure that checked baggage travels on the same flight. When a bag is mishandled, our goal is to return delayed baggage within twenty-four (24) hours. Again, I am so sorry that your baggage did not arrive with you. According to the reports received, although our agents at check-in at CLT do not specifically recall your interaction with you on this day, theyve informed me that they do recommend all Guests remove any needed medication, keys, phone chargers, etc, from their checked baggage to be placed in their personal items or carry-on baggage.

Our records indicate that your baggage was expedited to the *************** (FLL) station and were sent to the address on file the following day. However, I am truly sorry for any miscommunication with the airport regarding the shipping of your bags. After review, because your baggage was returned to you within twenty-four (24) hours, I have determined that our service met the standards set out by both ourselves and the Department of Transportation (DOT); however, this does not mean that we are not truly sorry for any frustration and inconvenience you may have experienced on this day.

******, for future travel, Id also like to point out that assistive devices, respiratory assistive devices (CPAPs, scooters, etc.), medications, and/or medical supplies do not count towards your baggage allowance and can be brought on board free of charge. But, if there are any other personal items in a bag along with your assistive devices and/or medication, the appropriate charge will be collected. We encourage our guests with special needs to carry on-board any assistive devices or medications that are medically necessary as long as they fit in the overhead compartment. To safely be stowed on-board, the device must be approximately 39 x 26 x 11 inches (99 x 116 x 63 cm). Our agents are authorized to ask Guests to open their bags in order to verify that the bag is for medical supplies.

I would love it if you would give us a second chance to welcome you onboard and show you the positive flight experience that Spirit has to offer, so I've gone ahead and issued a $50.00 Future Travel Voucher (FTV) for each of you. 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 & fees. Vouchers cannot be used towards any ancillaries, services, onboard purchases, 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 ************. I hope Ive addressed your concerns in a satisfactory manner; however, Im required to inform you that you have the right to pursue DOT enforcement action in accordance with ACAA and DOT rule 14 CFR Part 382.

Guest name: ****** *******
Voucher code: *****************
Expiration date: March 23, 2026

Guest name: ******* Gonzalez
Voucher code: 57398917757600001
Expiration date: March 23, 2026

For information on how to redeem your voucher, click here. ****************************************************************************

If you encounter any problems when traveling with us in the future, we encourage you to ask our Spirit customer service personnel for a Complaint Resolution Official (CRO). Our CROs have been specially trained and are aware of applicable DOT disability regulations. Our CROs are available at all airport locations and will be glad to respond to your concerns.

If theres anything I can do for you, please do not hesitate to let me know. Its my pleasure to assist!

Best,

Whitney
Corporate Disability Specialist
CRO

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: 04/13/2025

Complaint: 23165294

I am rejecting this response because: As a loyal Spirit Airlines customer one who invested in their *********** program, flew approximately 20 times with them in 2024 and 8 times already this year I am deeply disappointed in the resolution they have proposed. Offering less than $200 is completely unacceptable given the series of distressing experiences and the personal toll this situation has taken on me and my family.
Spirit Airlines negligence and disregard for both basic customer care and federal regulations directly impacted my elderly, disabled grandmother and myself. Despite my request, and my asking/alerting their team, we also did not receive the disability services that were requested on my flight to FLL. Even more distressing, Spirit assured me that I could personally retrieve her delayed luggage, documented this request, and then knowingly placed it on a delivery truck placing her in a life-compromising situation and causing immense panic.
This was compounded by repeated misinformation from Spirit representatives through their call center, and at the *********** regarding the luggages location. On at least three occasions, I was told it was available for pickup, only to drive to the airport and find that it was not there. I then received a confirmation email thanking me for picking up luggage I never received, and on the same phone call, a representative at the *********** admitted they hadnt even checked if the luggage was there. This was a truly awful experience that could have been avoided, but due to Spirits careless treatment, it triggered a panic attack for me and significantly worsened my existing anxiety condition. My elderly grandmother, who is already in a fragile state, was also deeply stressed by the situation which only added to the concern and urgency we were experiencing.
Additionally, Spirit failed to issue a timely refund for my flight that was delayed over three hours, as well as for in-flight services I paid for that were either nonfunctional or, to my surprise, unavailable with last-minute notice. While they have since agreed to refund the flight and Wi-Fi, the way these events were handled combined with their consistently poor customer service has been both offensive and dismissive.
Lastly, despite my request for assistance in December, they also failed to adhere to federal regulations and did not respond within the stated appropriate timeframe. When I followed up and pointed this out, they essentially called me a liar, claiming I had not provided my information correctly even though I have clear records proving otherwise. On one of the three occasions I sought assistance (though each of which I was ignored for an unacceptable period that does not comply with DOT federal regulations), they mistakenly responded to me by addressing an entirely different passenger further evidence of their carelessness and negligence. After I flagged this error, I received a second, automated email with the correct name. However, of the two cases, it was the other passengers request the one that was mistakenly sent to me that was answered promptly, while mine continued to be ignored. This has led me to believe their delay in assisting me may have been intentional.
I have made every effort to resolve this matter in good faith. While I was initially open to finding a reasonable middle ground, Spirits response has demonstrated a complete lack of accountability and has made it clear that they do not care about me as a customer. I have felt gaslit, devalued, and disrespected throughout this process. The resolution they offered falls drastically short of acknowledging the serious hardship and emotional distress their actions have caused both my family and I.
I have attached my original formal demand for compensation and resolution, which I submitted to Spirit Airlines upon finally receiving a response. I remain open to further discussion in hopes of reaching a mutually acceptable resolution.
Given the stress, time, and emotional toll this situation has taken, I believe it is entirely reasonable to expect meaningful compensation. If Spirit truly values me as a loyal customer, that should be reflected in how they make this right.
I respectfully request that the BBB keep this case open for further review, as I do not consider the matter resolved.
Thank you very much in advance for your time, assistance, and understanding.

Sincerely,

****** *******
Business Response
Date: 04/14/2025
In accordance with our previous exchange, any further questions or concerns would need to be directed to our Disability Team on the case a response was provided on.
Customer Answer
Date: 04/15/2025

Complaint: 23165294

I am rejecting this response because: My request for an appropriate, meaningful resolution has not been provided and my stance on this matter is firm. I am not willing to accept a mere $160, (issued in 2x $30 and 2x $50 vouchers) for the severe situations, emotional, and mental toll Spirit Airlines put my family and I through due to their negligence, lack of care, failure to adhere to federal guidelines and all other awful hardships they caused.
Again, I'd like to reiterate, I have made every effort to resolve this matter in good faith. While I was initially open to finding a reasonable middle ground, Spirits response has demonstrated a complete lack of accountability and has made it clear that they do not care about me as a customer. I have felt gaslit, devalued, and disrespected throughout this process. The resolution they offered falls drastically short of acknowledging the serious hardship and emotional distress their actions have caused both my family and I.
Given the stress, time, and emotional toll this situation has taken, I believe it is entirely reasonable to expect meaningful compensation. If Spirit truly values me as a loyal customer, that should be reflected in how they make this right.
It is clear that Spirit Airlines has chosen not to take responsibility for the harm their actions have caused. Portions of my statement and supporting documentation point to behavior that appears both intentional and ethically questionable, carried out at my expense, and at the expense of my family. Such conduct cannot go unaddressed and must be met with appropriate accountability.
I respectfully request that the BBB keep this case open for further review and to please take the time to review all statements and documents I have provided, as I do not consider the matter resolved.

Thank you very much in advance for your time, assistance, and understanding. I hope to find a solution that demonstrates a clear commitment to accountability and reflects a business with integrity.

Sincerely,

****** *******
Customer Answer
Date: 04/18/2025
I have a correction on the case-

The Spirit Airlines has now refused to refund my flight that was delayed over three hours, which is not in accordance with federal regulations, after I provided the requested information.
I also am still deeply frustrated and dissatisfied with the situation and severe circumstances, and even more upset that the situation is not being brought to justice.
At the minimum the airline should follow through with refunding the flight on 12/30.

I would like to pursue further mitigation and would appreciate any information regarding how I can do so.

Please let me know if I can assist in providing more information.

Thank you again for your time, assistance, and understanding.
****** *******
Initial Complaint
Date:04/04/2025
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.
Confirmation #GND8RQ Our flight was cancelled. We were rebooked on a flight the following day. We were told we could be refunded for the hotel room for the night we are missing. Was told I would get an email with instructions within ***** mins. The email never came. Asked them to resend it, they told me they could not. Seeking a refund for the cost of one night in the hotel we are missing. Case# CAS-*******-Q5R4R3.
Business Response
Date: 04/07/2025
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 flight cancellation.

We understand you still needed to get to your destination and may have had some unexpected expenses.

Please attach any receipts for charges incurred due to this cancelation. Additionally, our ****************** will not accept multiple screenshots or attachments showing pieces of a receipt.

Please attach a single document for each applicable expense showing:

Names on file
Date of purchase
Flight destinations- for a new flight bought
Pick up and drop off locations- for rental or ******************* of payment- including the last four digits of the card
FINAL Zeroed-out balance for hotels and car rentals (receipts that show a balance due will not be accepted)
Itemized food receipts- we do not cover alcoholic beverages
Spirit does not provide reimbursement for pre-paid/planned or out-of-pocket expenses or lost wages.

Kindly attach the required documents as PDF, JPEG or PNG of the files for your reimbursement request.

Please provide your mailing address in response to this e-mail as I cannot submit your claim without this information.

Once the proper documentation/information is received, it'll be forwarded to our Refunds Specialist for review. If reimbursement is approved, the review process can take up to 20 business days to complete. Should our Specialist determine that compensation will be issued, a check will be mailed to the address that you provide.

We look forward to your correspondence.
Customer Answer
Date: 04/10/2025

Complaint: 23162050

I am rejecting this response because:
The company has yet to do anything.

Sincerely,

***** ******
Business Response
Date: 04/11/2025
As previously stated on 04/09/25, we received your receipts for the expenses incurred due to this situation, and I will forward them to our ****************** for further review. Please note Spirit does not reimburse baggage fees, optional services, and ancillaries paid for or charged by other airlines. The review process can take up to ***** business days to complete.

If reimbursement is approved, you will be emailed a secure link from ************************************** and asked to provide your phone number for verification.

We must have all the information above to proceed with your request. It is important to note our ****************** will make the final decision regarding if and what compensation will be issued.
Note Spirit does not provide reimbursement for pre-planned or out-of-pocket expenses or lost wages.
Reimbursement is not guaranteed and is dependent upon the details of your claim. If reimbursement is approved, the review process can take up to 30 business days to complete.

Have a great day!
Customer Answer
Date: 04/12/2025

Complaint: 23162050

I am rejecting this response because: I still have no response from Spirit.

Sincerely,

***** ******
Business Response
Date: 05/07/2025
This statement is false as you were previously advised that our Refunds Team has noted and advised you that your reimbursement request was denied as it was a pre-pain/planned expense.
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: 05/07/2025

Complaint: 23162050

I am rejecting this response because: my statement is not false as pre-pain does not even make sense and is not a formal response to my inquiry. The flight cancellation caused me to lose out on travel plans and expenses. I inquired about my formal inquiry and someone simply typed up a random response with typos and no reference to my submitted information.

Sincerely,

***** ******
Initial Complaint
Date:04/03/2025
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.
Booked airline tickets for flight #OW79RA with Spirit airlines to fly to the Dominican. Since my husband is disabled and I am 6 months pregnant I called the airline inquiring about bring a foldable red cloth wagon as a substitute for double stroller and checking it at the gate. Representative said that would be fine as it is foldable and collapsable. Went to check in baggage the next day for upcoming flight and ***resentative said we would need to check baggage at the counter. Explained to *** that we had already confirmed that we could take it to the gate and he said NO you cannot. My husband and I had to wait holding the two kids in the airport which was very hard to do as again I am stating that I was 6 months pregnant and husband 100% disabled veteran. When we got to the ****************** our red wagon never showed up. We filed a lost baggage claim #PUJNK42807779 and had to spend our entire 7 day vacation trying to carry the children around in our arms. This made for a very miserable vacation as we were exhausted and in pain trying to tote the children around. After seven days we checked in with the Spirit Airlines ***s in the DR. **** never received the red wagon and they stated it was lost in Ft Lauderdale our original departing location. Texted *** and explained situation without any resolve then or now almost 2 months later. We want to be compensated for the red wagon that is valued at $159.99 before tax and the pain and suffering we had to endure on our 7 week vacation due to Spirit airline losing our checked wagon at the counter. We saw many people toting their wagons through the airport and we should never have had to go through the stress of traveling with 2 small kids without a way to transport them around. We are disappointed in customer service.
Business Response
Date: 04/04/2025
Hi April,

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 claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.

Have a wonderful day!
Customer Answer
Date: 04/04/2025

Complaint: 23158809

I am rejecting this response because:

There is still ongoing communication. The company is simply letting me know they are working on the complaint. Nothing has been satisfied as of yet to resolve complaint. Please keep open.

Sincerely,

***** *****
Business Response
Date: 04/07/2025
As previously stated, 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.
Customer Answer
Date: 04/07/2025
I have already filled out everything with spirit airlines. I have not received any appropriate responses to the baggage claim that is why I submitted complaint to BBB. Spirit airlines keeps giving me the run around.
please do not close out this complaint until appropriate response by spirit airlines is made.

Complaint: 23158809

I am rejecting this response because:

Sincerely,

***** *****
Initial Complaint
Date:04/02/2025
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 applied for a Spirit Airlines credit card in order to earn the miles bonus. My account was hacked and my miles were booked for travel for the hacker, and I filed the complaint with investigations in August 2024. This was submitted for escalation in October 2024, but it is now April 2025 and I have not heard back yet. I am complaining that this process is taking too long. I asked for an estimation of how long it would take from the representative, and she could not give me a time estimate. Thus, this is an area of customer service for which I would like to see improvement, in their investigations department. I appreciate a response from the business. I would like my ****** points returned to my rewards account.
Business Response
Date: 04/03/2025
Hi **********,

Thank you for reaching out to Spirit!

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

I am sorry to hear about your booking issue in reference to your Free Spirit account.

In order to review your account and update, we would need the following:

1) a photocopy of your valid ID (for verification)
2) your Free Spirit account number
3) the email address associated with your Free Spirit account
4) the exact number of points you are claiming to be fraud

In review of the photo, you submitted it shows ***** not ****** as you stated in your complaint. I also do not see any previous cases filed.

We look forward to your correspondence.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Spirit Airlines is NOT a BBB Accredited Business.