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

4,301 total complaints in the last 3 years.
1,040 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:06/07/2025
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.
May 9, 2025 Confirmation # JMES8D On Friday May 9th 2025 I came to the front desk at *********** at about 8:15pm and the front desk had a heavy accent, so I asked for a supervisor. The supervisor lead with anger saying Im the supervisor and she blew up at me. I had one simple question for her and that was whether my fianc and I could still catch our flight and our bags come in on a later flight. She was so aggressive with me she never even took the time to listen to my question. She kept talking about how she is busy and doesnt have to help and without me arguing with her jumped right to calling security. She didnt even acknowledge that I was standing in front of her waiting for her to ***** any event she is a horrible example of how customers should be treated and completely lacks professionalism. I would hope that this is not the airlines attempt to get more money with rescheduling fees and rebooking of flights. I didnt know I was actually rebooked on the 8:30am flight. I was told we have 24hrs to get back to airport to get a new flight. When I went to *** to get a new flight home, the front desk clerk was unable to book me on the flight saying I was booked for 8:30am but could no longer use the ticket I already paid for on the 4:30pm flight and that the supervisor from yesterday left nasty comments about me in the notes. ***** used her position of power to bully and humiliate me and she was overly aggressive when it wasnt necessary. I understand its late on a Friday night and no one wants to be working and dealing with customers but I did not deserve to be treated so disrespectfully and have my flight plans tampered with. I was so disturbed by these events I did not book a new flight with Spriit I paid $300 more to book with Southwest. I am requesting reimbursement of my flight expenses in the amount of $600. $500 for the flight and $100 for food. I already had my hotel so I did not include that in my expense, nor did I include the cost of my Ubers.
Business Response
Date: 06/09/2025
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.
Im so sorry to hear about your recent experience with us.

Our records show that you distributed disruptive behavior which ultimately resulted in you and ******* not being able to board the flight. Our flight attendants and gate agents are put in a precarious position when faced with addressing inappropriate behavior.

If the behavior escalates and the guest does not adhere to the direction of our staff, then they have no choice but to follow protocol to ensure in the proper handling of an incident of this nature.

*********, as per the terms of our Contract of Carriage, a document each passenger agreed to upon securing a reservation with us, states our Refusal to Transport, Conduct, and Condition regulations and Refund forfeiture if the required guidelines are not met: ******************************************************************************************
4.4 Refusal to Transport
Spirit may refuse to transport, or remove from any flight, any guest for the following
reasons:
4.4.1. Non-compliance with any government regulation Conduct/Condition
4.3.1. A guest shall not be permitted to board the aircraft or may be required to leave
an aircraft if that guest:
a. is disorderly, abusive, violent, or their conduct creates an unreasonable
risk of offense or annoyance to other guests;
c. interferes or attempts to interfere with any member of the flight crew in
the pursuit of his/her duties, or fails to obey lawful instructions of flight
crewmembers;
4.3.2. If a guest is not permitted to board and/or required to leave an aircraft for
safety and/or regulatory reasons under paragraph 4.3 and its subsections, the
guest will not be eligible for a refund.

It is important to note that such display of behavior has led to guests being banned from flying on Spirit. This incident was documented and reports filed.

Spirit does not issue reimbursement or compensation for disruptive guests.

Have a good day!
Initial Complaint
Date:06/06/2025
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.
Upon speaking with Oakley ******* #CCI6451 he rudely requested me to pay $25 per flight to switch my date of my flights.I requested to switch my flight from 7/5 to 9/22 I explained to Oakley that the website wouldnt allow me to switch my dates and Im fully capable of completing the task myself.I dont need a representative to book a flight for **** need the flight canceled so I can book myself but inn it paying a $99 fee this is a ******* wont let me switch my flight dates myself or cancel ? A representative has to complete the task when Im fully able this is completely unacceptable! If yall cant allow me to switch my flights using confirmation codes *************** then refund my $229.16.This is exactly why I have never used this airline I have heard nothing but horror stories.This is nothing but a big fraud booking with them and Im 100% sure Oakley could of waived the fee since the website wouldnt allow me to complete the transaction on my end and I was prompted with a error msg!
Business Response
Date: 06/09/2025
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 your booking issue in reference to the booking you modified.

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 *********************************** Team for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

We offer several options to buy or modify your tickets with us. The fastest and easiest option is to buy or modify tickets online at ************************. You may also call our Reservations Team at ************ however, there is a charge of $25.00 for this service.

Be advised that a Guest who purchased the Go Travel Option that initiated a cancelation or modification after 24 hours of booking to their non-refundable reservations will be billed with cancelation or modification charges. For modifications, 0-6 days out is $99.00 plus the difference in airfare, 7-30 days out the charge is $79 plus the difference in airfare, ***** days out is $59 plus the difference and no charge for trips more than 60 days but the difference in airfare will be charged. Guest who initiates guest-initiated cancellations are charged the $99.00 per person cancellation fee. These charges are in place to help keep our fares low for all our Guests and waiving the charge to change or cancel a reservation isnt an option we offer.
For more information regarding our Modification/Cancellation guidelines, I've included the link below for your reference.
Optional Services | Spirit Airlines
Upon review, our ***************** Team states they see no issues or glitches with your booking. You would need to send a screenshot with the error message you are stating you received.

Have a great day!
Initial Complaint
Date:06/06/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal and urgent complaint regarding an extremely unprofessional and unacceptable experience involving a supervisor at the *********************************************** (FLL) on the night of May 30, 2025, in connection with Flight FLL-LAS, Confirmation Number: VHTGMW, under the name Bridges.Our flight was delayed multiple times throughout the day. Then, while en route to the airport, the flight time unexpectedly changed again to an earlier departure, causing additional stress and confusion. When I arrived at the airport, I was ******* to check in to avoid missing the flight due to Spirits last-minute changes.Upon approaching the check-in counter, it was not busy there were no other passengers in line, and two employees a supervisor and another ***** were standing at the desk not assisting anyone. I explained that the flight time had changed and that I needed urgent help checking in. Instead of providing assistance, the supervisor looked at me and said dismissively, Youre late. Get in line.When I pointed out that there was no line and that neither employee was helping anyone, the supervisor responded rudely, saying, You think you run the show. This behavior was shockingly unprofessional especially coming from someone in a leadership role.Thankfully, the second ***** assisted me. I checked in two bags one for myself and one for my husband at the same time with the same *****. I specifically asked whether both bags would be placed on the flight, and I was assured they would be.However, when we arrived in *********, my husbands bag arrived mine did not. I believe this was deliberate negligence on the part of the supervisor, especially considering how she handled our interaction. My bag was routed incorrectly, and when it finally arrived, I discovered that my Louis ******* slides were missing, stolen from inside the luggage. I expect a prompt response . I urge Spirit Airlines to take this matter seriously and respond accordingly.
Business Response
Date: 06/09/2025
Hi Stephanie

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 so sorry that the level of service you received fell short of excellent.
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.
Our records show you are currently being assisted on another case, CAS-8083352-T1W1J5. Reports have been requested once the investigation has been completed a response will be provided on CAS-8083352-T1W1J5.
Have a great day!
Initial Complaint
Date:06/05/2025
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.
On March 11, 2025, Spirit Airlines failed to load my luggage onto my flight. This resulted in a significant delay and the discovery that several personal items were missing/stolen when the bag was finally returned. I attempted to file a claim immediately, but received automated messages stating, This flight has not landed yet and was blocked from completing the report within their required 4-hour window.Despite eventually submitting my claim, Spirit denied it, citing late reportingcompletely ignoring that the delay in reporting was due to their own system not recognizing the flight status. Ive communicated this issue multiple times and submitted proof, including screenshots, but my claim was still ********* response, Spirit has:Offered only a partial $79 refund for luggage fees Refused to reimburse for stolen items Denied all further escalation by stating that the Claims Supervisor was the highest level of contact Failed to issue a formal apology or offer any goodwill gesture Treated the matter as closed, despite clear negligence on their part I am both a paying customer and a ********************** shareholder, and this level of service has been unacceptable. Their refusal to take accountability is unacceptable and reflects poorly on their customer service and operational reliability.Resolution Sought:Full refund of luggage fees Reimbursement for stolen items A formal apology A goodwill credit for the inconvenience
Business Response
Date: 06/06/2025
Hi Dwaynette,

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.
Upon review, our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, your claim was denied due to not completing a report within 4 hours. As a gesture of goodwill, we have requested a refund in the amount of $79 for your mishandled baggage. While you may not agree with the outcome, we assure you the review and decision were carefully analyzed in order to make that determination. While we do not like that, youre disappointed, we have an expert team that analyzes and determines whether or not this should be taken further. At this time, we are unable to provide any compensation.

Have a great day!
Customer Answer
Date: 06/09/2025

Complaint: 23430722

I am rejecting this response because:

Spirit continues to ignore a critical fact in this case: I DID attempt to file the report within the required 4-hour window, but Spirits own system prevented it. I submitted screenshots clearly showing that your baggage claim portal returned an error stating, this flight has not landed yet, even though the flight had in fact arrived. This system issue made it impossible for me to submit my report on time through no fault of my own.

I provided this evidence to your team directly, and yet you continue to repeat the same scripted message without any real review or accountability. You have not once addressed the actual root of the problemSpirits mishandling of my luggage, the delay caused by Spirits own systems, and the missing/stolen items that were never reimbursed.

Instead, I was offered a $79 refund (baggage fees), while all other aspects of the loss and inconvenience were dismissed.

To reiterate, I am requesting:
Full reimbursement for all luggage fees.
A goodwill credit for the time, stress, and customer service failures Ive endured ,and most importantly Compensation for the items stolen from my delayed bag.
A formal apology for Spirits mishandling and lack of accountability

It is unacceptable for Spirit to claim my concerns were thoroughly reviewed when you are clearly refusing to acknowledge the supporting documentation I submitted.

I will continue pursuing this through every available channel until this is addressed properly.

Timeline of Events:

March 11, 2025 Flight Day
My luggage was not loaded onto the flight by Spirit.
I attempted to file a report online immediately, but Spirits system would not allow it.
System displayed the message: Flight has not landed yet.
I have screenshots with timestamps proving this.
I also contacted Spirit via:

Phone call to customer service
Text message with a support agent
Social media messages (********)

Spirit gave no workaround and offered no solution for the technical issue.

March 1213, 2025
I continued reaching out across all available channels.
My bag was returned late with several missing/stolen items.

March 1420, 2025
Despite the system issue, I submitted a formal claim along with documentation of the failed attempt and communication logs.
Spirit acknowledged receipt but later denied the claim citing 4-hour policywithout addressing the system error at all.

April 2025
I escalated the issue internally.
Spirits claims supervisor (****-******) stated they were the highest point of contact and refused to review further.
Still no apology, no ownership, no offer of compensation beyond a partial $79 baggage refund.

May 2025
I filed a BBB complaint, outlining everything in detail.
Spirit responded with the same generic reply ignoring the supporting documentation and technical failure.

June 2025
I am now submitting this formal rebuttal, again including the following:

Screenshot evidence of the blocked claim system
Records of calls, texts, and messages sent immediately after my flight
Complete lack of proper review, escalation, or empathy from Spirit

Summary:
Spirit mishandled my luggage, returned it late, and refused to accept responsibility for stolen items. They continue to hide behind a policy without addressing the system error that made it impossible to meet their requirements. Ive done everything right, and Spirit has chosen to ignore facts, evidence, and customer care.

Business Response
Date: 06/09/2025
As previously stated, your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, your claim was denied due to not completing a report within 4 hours. As a gesture of goodwill, we have requested a refund in the amount of $79 for your mishandled baggage. While you may not agree with the outcome, we assure you the review and decision were carefully analyzed in order to make that determination. While we do not like that, youre disappointed, we have an expert team that analyzes and determines whether or not this should be taken further. At this time, we are unable to provide any compensation.
Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed, and the resolution has been thoroughly clarified.
Customer Answer
Date: 06/09/2025
Final BBB Follow-Up Statement

After weeks of back-and-forth communication, Spirit Airlines has finally acknowledged the mishandling of my baggage and agreed to issue a check in the amount of $585.50 as a one-time exception.

This decision followed multiple documented attempts on my part to report the issue within the required time frameefforts supported by screenshots, text messages, social media conversations, and chat logs. These clearly demonstrated that I acted in good faith, yet my claim was denied due to a system issue on Spirits end.

I hate that I had to put so much time and energy into resolving this issue because my supporting documentation was repeatedly ignored, and my concerns were clearly not being read or acknowledged. As a loyal Spirit customer and a shareholder, it is incredibly disappointing and disheartening to have been treated this way. This entire experience has been mentally overwhelming.

While I appreciate the eventual resolution, it should not have required this level of persistence and public escalation to receive a fair outcome. Spirit Airlines initial refusal to accept responsibility or recognize their system failure should be carefully reviewed for future service improvements.

I am still waiting on the $79 refund for the mishandled baggage, as my TSA lock and luggage tag were removed and the bag was delayed and tampered with.

I now consider the claim resolved, pending receipt of the promised check.

Customer Answer
Date: 06/09/2025
Final BBB Follow-Up Statement

After weeks of back-and-forth communication, Spirit Airlines has finally acknowledged the mishandling of my baggage and agreed to issue a check in the amount of $585.50 as a one-time exception.

This decision followed multiple documented attempts on my part to report the issue within the required time frameefforts supported by screenshots, text messages, social media conversations, and chat logs. These clearly demonstrated that I acted in good faith, yet my claim was denied due to a system issue on Spirits end.

I hate that I had to put so much time and energy into resolving this issue because my supporting documentation was repeatedly ignored, and my concerns were clearly not being read or acknowledged. As a loyal Spirit customer and a shareholder, it is incredibly disappointing and disheartening to have been treated this way. This entire experience has been mentally overwhelming.

While I appreciate the eventual resolution, it should not have required this level of persistence and public escalation to receive a fair outcome. Spirit Airlines initial refusal to accept responsibility or recognize their system failure should be carefully reviewed for future service improvements.

I am still waiting on the $79 refund for the mishandled baggage, as my TSA lock and luggage tag were removed and the bag was delayed and tampered with.

I now consider the claim resolved, pending receipt of the promised check.

Customer Answer
Date: 06/09/2025
Final BBB Follow-Up Statement

After weeks of back-and-forth communication, Spirit Airlines has finally acknowledged the mishandling of my baggage and agreed to issue a check in the amount of $585.50 as a one-time exception.

This decision followed multiple documented attempts on my part to report the issue within the required time frameefforts supported by screenshots, text messages, social media conversations, and chat logs. These clearly demonstrated that I acted in good faith, yet my claim was denied due to a system issue on Spirits end.

I hate that I had to put so much time and energy into resolving this issue because my supporting documentation was repeatedly ignored, and my concerns were clearly not being read or acknowledged. As a loyal Spirit customer and a shareholder, it is incredibly disappointing and disheartening to have been treated this way. This entire experience has been mentally overwhelming.

While I appreciate the eventual resolution, it should not have required this level of persistence and public escalation to receive a fair outcome. Spirit Airlines initial refusal to accept responsibility or recognize their system failure should be carefully reviewed for future service improvements.

I am still waiting on the $79 refund for the mishandled baggage, as my TSA lock and luggage tag were removed and the bag was delayed and tampered with.

I now consider the claim resolved, pending receipt of the promised check.

Customer Answer
Date: 06/09/2025
Final BBB Follow-Up Statement

After weeks of back-and-forth communication, Spirit Airlines has finally acknowledged the mishandling of my baggage and agreed to issue a check in the amount of $585.50 as a one-time exception.

This decision followed multiple documented attempts on my part to report the issue within the required time frameefforts supported by screenshots, text messages, social media conversations, and chat logs. These clearly demonstrated that I acted in good faith, yet my claim was denied due to a system issue on Spirits end.

I hate that I had to put so much time and energy into resolving this issue because my supporting documentation was repeatedly ignored, and my concerns were clearly not being read or acknowledged. As a loyal Spirit customer and a shareholder, it is incredibly disappointing and disheartening to have been treated this way. This entire experience has been mentally overwhelming.

While I appreciate the eventual resolution, it should not have required this level of persistence and public escalation to receive a fair outcome. Spirit Airlines initial refusal to accept responsibility or recognize their system failure should be carefully reviewed for future service improvements.

I am still waiting on the $79 refund for the mishandled baggage, as my TSA lock and luggage tag were removed and the bag was delayed and tampered with.

I now consider the claim resolved, pending receipt of the promised check.

Customer Answer
Date: 06/09/2025
Final BBB Follow-Up Statement

After weeks of back-and-forth communication, Spirit Airlines has finally acknowledged the mishandling of my baggage and agreed to issue a check in the amount of $585.50 as a one-time exception.

This decision followed multiple documented attempts on my part to report the issue within the required time frameefforts supported by screenshots, text messages, social media conversations, and chat logs. These clearly demonstrated that I acted in good faith, yet my claim was denied due to a system issue on Spirits end.

I hate that I had to put so much time and energy into resolving this issue because my supporting documentation was repeatedly ignored, and my concerns were clearly not being read or acknowledged. As a loyal Spirit customer and a shareholder, it is incredibly disappointing and disheartening to have been treated this way. This entire experience has been mentally overwhelming.

While I appreciate the eventual resolution, it should not have required this level of persistence and public escalation to receive a fair outcome. Spirit Airlines initial refusal to accept responsibility or recognize their system failure should be carefully reviewed for future service improvements.

I am still waiting on the $79 refund for the mishandled baggage, as my TSA lock and luggage tag were removed and the bag was delayed and tampered with.

I now consider the claim resolved, pending receipt of the promised check.

Customer Answer
Date: 06/09/2025
Final BBB Follow-Up Statement

After weeks of back-and-forth communication, Spirit Airlines has finally acknowledged the mishandling of my baggage and agreed to issue a check in the amount of $585.50 as a one-time exception.

This decision followed multiple documented attempts on my part to report the issue within the required time frameefforts supported by screenshots, text messages, social media conversations, and chat logs. These clearly demonstrated that I acted in good faith, yet my claim was denied due to a system issue on Spirits end.

I hate that I had to put so much time and energy into resolving this issue because my supporting documentation was repeatedly ignored, and my concerns were clearly not being read or acknowledged. As a loyal Spirit customer and a shareholder, it is incredibly disappointing and disheartening to have been treated this way. This entire experience has been mentally overwhelming.

While I appreciate the eventual resolution, it should not have required this level of persistence and public escalation to receive a fair outcome. Spirit Airlines initial refusal to accept responsibility or recognize their system failure should be carefully reviewed for future service improvements.

I am still waiting on the $79 refund for the mishandled baggage, as my TSA lock and luggage tag were removed and the bag was delayed and tampered with.

I now consider the claim resolved, pending receipt of the promised check.

Customer Answer
Date: 06/09/2025
Final BBB Follow-Up Statement

After weeks of back-and-forth communication, Spirit Airlines has finally acknowledged the mishandling of my baggage and agreed to issue a check in the amount of $585.50 as a one-time exception.

This decision followed multiple documented attempts on my part to report the issue within the required time frameefforts supported by screenshots, text messages, social media conversations, and chat logs. These clearly demonstrated that I acted in good faith, yet my claim was denied due to a system issue on Spirits end.

I hate that I had to put so much time and energy into resolving this issue because my supporting documentation was repeatedly ignored, and my concerns were clearly not being read or acknowledged. As a loyal Spirit customer and a shareholder, it is incredibly disappointing and disheartening to have been treated this way. This entire experience has been mentally overwhelming.

While I appreciate the eventual resolution, it should not have required this level of persistence and public escalation to receive a fair outcome. Spirit Airlines initial refusal to accept responsibility or recognize their system failure should be carefully reviewed for future service improvements.

I am still waiting on the $79 refund for the mishandled baggage, as my TSA lock and luggage tag were removed and the bag was delayed and tampered with.

I now consider the claim resolved, pending receipt of the promised check.

Customer Answer
Date: 06/09/2025
Final BBB Follow-Up Statement

After weeks of back-and-forth communication, Spirit Airlines has finally acknowledged the mishandling of my baggage and agreed to issue a check in the amount of $585.50 as a one-time exception.

This decision followed multiple documented attempts on my part to report the issue within the required time frameefforts supported by screenshots, text messages, social media conversations, and chat logs. These clearly demonstrated that I acted in good faith, yet my claim was denied due to a system issue on Spirits end.

I hate that I had to put so much time and energy into resolving this issue because my supporting documentation was repeatedly ignored, and my concerns were clearly not being read or acknowledged. As a loyal Spirit customer and a shareholder, it is incredibly disappointing and disheartening to have been treated this way. This entire experience has been mentally overwhelming.

While I appreciate the eventual resolution, it should not have required this level of persistence and public escalation to receive a fair outcome. Spirit Airlines initial refusal to accept responsibility or recognize their system failure should be carefully reviewed for future service improvements.

I am still waiting on the $79 refund for the mishandled baggage, as my TSA lock and luggage tag were removed and the bag was delayed and tampered with.

I now consider the claim resolved, pending receipt of the promised check.

Customer Answer
Date: 06/09/2025
Final BBB Follow-Up Statement

After weeks of back-and-forth communication, Spirit Airlines has finally acknowledged the mishandling of my baggage and agreed to issue a check in the amount of $585.50 as a one-time exception.

This decision followed multiple documented attempts on my part to report the issue within the required time frameefforts supported by screenshots, text messages, social media conversations, and chat logs. These clearly demonstrated that I acted in good faith, yet my claim was denied due to a system issue on Spirits end.

I hate that I had to put so much time and energy into resolving this issue because my supporting documentation was repeatedly ignored, and my concerns were clearly not being read or acknowledged. As a loyal Spirit customer and a shareholder, it is incredibly disappointing and disheartening to have been treated this way. This entire experience has been mentally overwhelming.

While I appreciate the eventual resolution, it should not have required this level of persistence and public escalation to receive a fair outcome. Spirit Airlines initial refusal to accept responsibility or recognize their system failure should be carefully reviewed for future service improvements.

I am still waiting on the $79 refund for the mishandled baggage, as my TSA lock and luggage tag were removed and the bag was delayed and tampered with.

I now consider the claim resolved, pending receipt of the promised check.

Customer Answer
Date: 06/09/2025
Final BBB Follow-Up Statement

After weeks of back-and-forth communication, Spirit Airlines has finally acknowledged the mishandling of my baggage and agreed to issue a check in the amount of $585.50 as a one-time exception.

This decision followed multiple documented attempts on my part to report the issue within the required time frameefforts supported by screenshots, text messages, social media conversations, and chat logs. These clearly demonstrated that I acted in good faith, yet my claim was denied due to a system issue on Spirits end.

I hate that I had to put so much time and energy into resolving this issue because my supporting documentation was repeatedly ignored, and my concerns were clearly not being read or acknowledged. As a loyal Spirit customer and a shareholder, it is incredibly disappointing and disheartening to have been treated this way. This entire experience has been mentally overwhelming.

While I appreciate the eventual resolution, it should not have required this level of persistence and public escalation to receive a fair outcome. Spirit Airlines initial refusal to accept responsibility or recognize their system failure should be carefully reviewed for future service improvements.

I am still waiting on the $79 refund for the mishandled baggage, as my TSA lock and luggage tag were removed and the bag was delayed and tampered with.

I now consider the claim resolved, pending receipt of the promised check.

Business Response
Date: 06/12/2025
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: 06/23/2025
Follow-Up Complaint Spirit Airlines Baggage Mishandling and Outstanding Refund

Dear Spirit,

I am writing to provide a formal follow-up regarding my recent complaint filed against Spirit Airlines concerning the mishandling of my checked baggage on March 11, 2025. I want to acknowledge that Spirit has issued a refund of $585.50 as a one-time exception for the delayed return and missing items from my luggage. While I appreciate this partial resolution, the matter remains unresolved.

I have not yet received the $79.00 refund for the luggage fee that I paid on this flight. This charge was applied to a bag that Spirit failed to load onto my connecting flight, which ultimately led to my personal property being stolen and an extended period of disruption.

Please consider the following timeline and summary of the inconvenience this situation has caused:

Timeline of Inconvenience and Impact

March 11, 2025: Upon arrival, I waited nearly 1 hour and 45 minutes at the airport searching for my missing luggage, with no assistance or updates provided.
Later that same day, I had to drive 35 minutes back to the airport after work, during rush hour, to retrieve my luggage. While there, I was forced to:

Pay for airport parking.
Contact and wait for local authorities to file a police report due to items missing from my bag.

I spent numerous hours over the following weeks communicating with Spirit via phone, text, social media messages, and chat with limited success or concern shown.
I engaged in repeated conversations with customer service, often having to re-explain the same issue week after week for nearly three months.
I submitted evidence, including screenshots proving that Spirits baggage claim system prevented me from submitting a report within the required 4-hour window. This was due to an error message stating that the flight had not landed, even though it had.

Ongoing Impact
This entire process has been mentally and emotionally exhausting. As a loyal customer and a shareholder in **********************, it is incredibly disappointing to have to fight so hard to be treated fairly.

The lack of acknowledgment of the system error, the time wasted trying to be heard, and the ongoing frustration have made this a far more damaging experience than a typical lost bag.

Resolution Requested
To resolve this matter fully, I respectfully request A refund of the $79.00 checked luggage fee related to the bag Spirit failed to properly load and deliver.

I am hopeful that with your continued involvement, Spirit Airlines will complete this resolution so I can finally move forward.

Thank you for your time, support, and attention to this matter.

Sincerely,
Dwaynette *. ******
Initial Complaint
Date:06/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently took a flight from **************** to *********** with the layover in ******* flying through spirit airlines. I boarded my flight with my personal item at the **************** with no problem when I get to the *************** I am notified by the gate agent that I have to check my bag for $99. I asked why I have to check my bag and I was originally told my bag is not allowed to have wheels on it. I pointed out that quite a few other passengers had bags with wheels then the gate agent said its because they had no overhead room since I was boarding with group 5. I told her I thought that was a little unfair and how do they know for sure that theres not going to be any overhead space she then told me I either have to pay the fee or I can leave my bag right at the airport so I paid the fee I get on the flight and theres quite a few overhead spaces near me/around me. I took pictures. I called as soon as I got to ********** to speak to a representative. Her initials were CB, she said well Im pretty sure you used a different size bag at the layover which I didnt. She then told me theres nothing they can do, but I can file a complaint, that was yesterday, June 4th. I called today (June 5)to speak to another representative named ***** and she informed me to file a complaint online. I spoke to two people ***** and *****. ***** said she can only refund me half the cost of the bag because they cant verify the size of the bag and then ***** the supervisor said we cant refund you at all because we cant verify the size of the bag. I informed them, I thought it was unprofessional that clients are being charged for a mistake that was made at the airport if my bag is OK in size at one airport why does it not suffice for the other? He had no words he said theres nothing we can do and ended the chat without resolve. I measured the size of the bag and it fits within the parameters which is 8 x 14 x 18 that spirit gave me as a bag size guideline.
Business Response
Date: 06/06/2025
Hi Sheroki,

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.

Have a great day!
Initial Complaint
Date:06/04/2025
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.
On June 5, I contacted Spirit Airlines to apply a $68 travel credit toward my seat selection. Despite explaining this clearly, the agent incorrectly stated I needed to upgrade from Go Travel to Go Comfy, forcing me to pay $40 out-of-pocket. When I escalated, I was told, It doesnt change the fact that its a seat, or that it cost $40. Additionally, the agent said, Its not possible to have the airlines cheapest option and only purchase a preferred seat.This was a company-initiated rebooking after a missed flight caused by delays. I felt devalued due to the fare class assigned to me. Further delays caused me to miss another connection, forcing me to spend $200 on ***************** a disabled traveler needing special seating, I found Spirits handling unacceptable. I request a refund of $40, reimbursement of $200, and a formal apology. I expect resolution within 10 days.
Business Response
Date: 06/06/2025
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 so sorry that your recent experience with us was not pleasant. Our records show you are currently being assisted on another case, CAS-*******-V4K4D5 by a member of our Disability Team. As they previously advised they need time to look into this matter for you. Once they have completed their investigation they will reply. It is best to keep one line of communication open, any further questions or concerns need to be replied to via the Disability case so tehy can address it.

Have a great day!

Below is the message you were sent on 06/05/25
Hi ********,

Thanks for reaching out to Spirit Support.

I'm so sorry that your recent experience with us was not pleasant. Please allow us to look into this matter for you. This may take some time, so thank you in advance for bearing with us through this process.

In the meantime, if there's anything else you need, please let us know.

Best,

******
Corporate Disability Specialist
(C.R.O)
Initial Complaint
Date:06/04/2025
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.
Booked a Spirit flight for July. Two weeks after booking, I received an email stating the flight has been canceled due to no longer having that flight scheduled. I requested a refund from the link provided in the email. It prompted me through a chatbot and confirmed I am eligible for a refund and should receive a follow up email. Never received the follow up email. I called Spirit customer support and asked for a refund. They were unable to assist as they stated I should receive it back on my card within a week. Well no email and no refund. I am simply asking for my $300 back since they canceled the flight and still have my money.
Business Response
Date: 06/09/2025
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 your flight interruption in reference to your Schedule Change.
Schedule Changes are inevitable for all airlines and are necessary at times to support operational needs and to better service our guests.

If the schedule change does not work for you, we can offer you one of the following; a refund to the original form(s) of payment, re-accommodation on the next available Spirit flight or a reservation credit.

I have just processed a refund for this booking. $306.76 has been refunded to the **** ending in 6205. 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.

While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!
Initial Complaint
Date:06/04/2025
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.
I had tickets for a flight May21st that I booked February and was never emailed that there was a change in flight. They did give me refund but because of there neglect in emailing me I missed my college graduation cause I had to buy a ticket that morning and had to get a ride to a airport ******************************** a additional ******. I feel someone owes me more than ******. I understand they arent going to give me cash but how about a voucher for a flight at another time. They said they emailed the third party who scheduled the flight but ****** said they never got any emails and they dont email the customer the airline does. I received no emails lost my graduation which Ill never get back plus out of a lot more money.please help me
Business Response
Date: 06/06/2025
Hi ******,

Thank you for reaching out to Spirit!

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

I am sorry to hear about your flight interruption in reference to your Schedule Change.
Schedule Changes are inevitable for all airlines and are necessary at times to support operational needs and to better service our guests.

If the schedule change does not work for you, we can offer you one of the following; a refund to the original form(s) of payment, re-accommodation on the next available Spirit flight or a reservation credit.

Upon review, our records show you were previously assisted. Your concern has been thoroughly reviewed, and our position remains unchanged. To reiterate, the records show that you secured this booking via a third-party site, ******. The booking was confirmed with the email address linked to it: ***********************************************************.

Please note that schedule change emails were sent to the email address listed. Since the notification was provided to the email address on the reservation and you did not report to us or modify your flight, the reservation was canceled.
Our records show that a full refund was issued with the following breakdown: $112.38 to the **** card ending in 8140 and $158.00 to the Mastercard ending in 9584.Refunds are processed immediately on our end but may take 3-7 business days to post back to your account, depending on who you bank with.

Spirit does not provide reimbursement or compensation for schedule changes.

We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. unfortunately, we are unable to issue any further compensation,

Have a great day!
Customer Answer
Date: 06/12/2025
Once again Im not sure what you dont understand but nobody knows who that email belongs too. ****** said they never received a email of any changes and I personally never did. My email is ********************* In the past when Ive dealt with ****** and Spirit and changes were made I always was contacted my Spirit not understanding why Im the one who is suffering from this.
Customer Answer
Date: 06/12/2025

Complaint: 23418451

Once again Im not sure what you dont understand but nobody knows who that email belongs too. ****** said they never received a email of any changes and I personally never did. My email is ********************* In the past when Ive dealt with ****** and Spirit and changes were made I always was contacted my Spirit not understanding why Im the one who is suffering from this.

Sincerely,

****** ******
Business Response
Date: 06/12/2025
As previously stated, Your reservation was booked on February 1, 2025, and the email address linked to the reservation was added at the time the reservation was booked, on February 1, 2025.
***********************************************************

The schedule change email was sent to the email address provided by your booking agency.
Travel agents are responsible for ensuring accurate passenger information and communicating all fare rules and restrictions to guests.
Spriit is not liable or responsible for any booking issues when guest use third-parties or travel agencies.
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:06/03/2025
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 5/29/2025. Me and 4 members of my family ( 5 individuals) had a flight with Spirit from ******* to *********** with the following confirmation numbers IN4EXD, KHVPWS, AN1I6N. The flight was scheduled at 5:53 am and the gate was scheduled to close at 5:38 am (15 min before scheduled departure) as evident on the boarding pass attached. Due to circumstances caused by Spirit's malfunctioning self-check Kiosk I will state later, I was barely able to make it to the gate at 5:36 am which would give me enough time to board the flight. However, Spirit just decided to close the gate pre-maturley leaving checked in passengers behind. They state clearly in their email that the gates closed at 5:35 am although on the boarding pass it stated that it should close at 5:38 am.Going back to what caused the delay. Spirit policy states that you can check in your bags up to 45 minutes before the flight schedule. As evidenced by Spirit's email on their review, It showed that I accessed my flight details through the check-in ***** at 5:00 am which was adequate time for me to check in my bags. Spirit's records state that my bag tags were printed but from my side here is what happened. The Kiosk gave me an 'error' message multiple times and after multiple trials it printed only the boarding passes without the bag tags. This has caused me a lot of panic then we stood in the line for the bag drop off but we could not drop them because the bags did not have tags and then we stood in the full service check in line. All of this is the result of the delay. At the end because we could not check in our bags one of the passengers stayed with the bags and the rest of us ran to the gate and still were able to make it before the scheduled closure but was denied boarding. Spirit forced me to pay $ 99 per person change fee for a total of $ 495.I am requesting a refund of this amount in cash ( not in travel credit).
Business Response
Date: 06/06/2025
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.
Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website:
*****************************************************************************************************************************

Upon review, our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, our records show your flight, NK-2565 from DTW-MSY, had a scheduled departure time of 5:53 am on May 29, 2025. You checked in for this flight online on May 28, 2025.

On the day of travel, you accessed your reservation via the kiosk at 5:00 a.m., printing your bag tags and boarding passes. All reservations and seat assignments are subject to cancellation without notice if the guest fails to make themselves available for boarding at the gate at least 15 minutes prior to the scheduled departure time for domestic flights. At 5:35 a.m., you were removed from the flight as you were not at the boarding gate.

Please note that it is the guests responsibility to arrive at the airport with enough time to complete check-in and security screening processes, taking into consideration travel time both to and within the airport, as well as processing through the security checkpoint.

Whenever a guest is outside of security and misses their flight, they have the option to receive a reservation credit for the missed flight or be rebooked on the next available flight for a charge. The $99 per guest, same-day rebooking charge is nonrefundable. This policy is not based on a lack of compassion but rather on ensuring consistency and fairness to all our guests.

You were rebooked on the next available flight, with the $99.00 rebooking fee per person charged. Travel has been boarded and completed. Spirit does not issue refunds for services rendered.

We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. Unfortunately, we are unable to issue any further compensation.

While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!
Customer Answer
Date: 06/06/2025

Complaint: 23415772

I am rejecting this response because: the response fails to acknowledge why the gate was closed 3 minutes before the scheduled time on the boarding pass which is 5:38 am. Why did they remove me from the flight at 5: 35 am? Spirit policy says. 15 minutes before the flight which was (flight was 5:53) and 15 minutes before is 5: 38 am. I made it at 5:36 which is more than 15 minutes before the flight but they removed me 3 minutes earlier.

Why did the gate close 3 minutes earlier than its scheduled time causing me to miss my flight and charge me and my group 495 $ ??
I have attached the boarding pass clearly saying gate closes at 5:38 am and spirit's email saying it removed me from the flight at 5:35 am.
I have attached Spirit's policy

Sincerely,

***** ****
Business Response
Date: 06/06/2025
As previously stated, our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, our records show your flight, NK-2565 from DTW-MSY, had a scheduled departure time of 5:53 am on May 29, 2025. You checked in for this flight online on May 28, 2025.

On the day of travel, you accessed your reservation via the kiosk at 5:00 a.m., printing your bag tags and boarding passes. All reservations and seat assignments are subject to cancellation without notice if the guest fails to make themselves available for boarding at the gate at least 15 minutes prior to the scheduled departure time for domestic flights. At 5:35 a.m., you were removed from the flight as you were not at the boarding gate.

Please note that it is the guests responsibility to arrive at the airport with enough time to complete check-in and security screening processes, taking into consideration travel time both to and within the airport, as well as processing through the security checkpoint.

Whenever a guest is outside of security and misses their flight, they have the option to receive a reservation credit for the missed flight or be rebooked on the next available flight for a charge. The $99 per guest, same-day rebooking charge is nonrefundable. This policy is not based on a lack of compassion but rather on ensuring consistency and fairness to all our guests.

You were rebooked on the next available flight, with the $99.00 rebooking fee per person charged. Travel has been boarded and completed. Spirit does not issue refunds for services rendered.

We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. Unfortunately, we are unable to issue any further compensation. Nor will a refund be issued.
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: 06/06/2025

Complaint: 23415772

I am rejecting this response because: I need someone from BBB to help me doing the math here. 5:53 minus 15 minutes is 5: 38 am. I need spirit to provide the explanation why the gate closed 18 minutes before the scheduled departure and not 15 minutes.
Sincerely,

***** ****
Initial Complaint
Date:06/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I arrived at the airport and was told that I had not given them enough time to check the bags and board the flight. I paid the ticket price in advance. ******* at the baggage check in counter. I was not familiar with this airline. They asked to pay $90. before heading to the counter to check baggage. I paid $90 at the kiosk arrived at the counter to check the bags and they advised me I would not be able to board the flight or check bags because I needed to be there earlier than that. I was able to pay $90 right before and they would not refund the $90.00 or help me with another flight.
Business Response
Date: 06/06/2025
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 our booking issues in reference to your missed flight.

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

The confirmation code you provided is for a booking that was never secured, it shows a declined payment for confirmation code HLUT9D. Please check your records and advise accordingly if you still require assistance.

Have a great day!

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