Complaints

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

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• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  114 N. Raliegh Avenue Atlantic City, NJ 08401

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  1 Harborside Dr Boston, MA 02128

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:04/02/2025

  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 am writing to urgently address a deeply disappointing customer service experience I recently had with Spirit Airlines. This past February, my family's flight was canceled, and the chat representative assured me a refund would be processed, encouraging me to book an alternative flight with another airline. Crucially, the agent failed to inform me that a refund was uncertain or subject to additional approval.This misinformation caused significant stress, as the alternate flight suggested by your team would have resulted in us missing our cruise departure, ruining our planned family vacation. Further compounding my frustration, my request for a transcript of this chat to verify what was communicated was denied.

  Business Response

  Date: 04/03/2025

  Hi ******, 
  
  Thanks for contacting Spirits Guest Relations Team.
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
  
  We 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: 04/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partly satisfactory. I have submitted the documents requested. I would like a copy of the chat between me and the agent to prove that I was mislead to believe I would receive a full refund for my ticket purchase. Thank you for following up!
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04-01-2025 Approximately around 5:30PM I boarded my flight "NK-903 SPIRIT AIRLINE" as i took my seat at the emgerncy side door seat 25C placed my bags under the seat ahead about 5 feet ahead of me. The flight attendant (ALILIAS?) placed her IPAD device above my head in the overhead. maybe 4 to 5 mins later she then goes back in the overhead without being cautious the device came down smacked the floor & the battery came loose and struck me dead center of my forehead. She then apologized quickly for the incident but quickly asked if I needed medicinal assistance asked about three times then she stated that I did not see it hit your head I said Well I'm not going to lie about something hitting me in my head. There were 3 total eyewitnesses that seen that seen the entire incident. I then replied can you give me a second to think she then said "so you are declining services correct" I said no ma'am i just need a second to recoup i just was hit in my head it was not a soft hit. I also mentioned that I was already having serious head pains that the doctors had to prescribe me something for the extreme pain, which i have to take ****** twice a day the battery made it worst. so around 6PM plane is delayed because of *************** trying to figure out what needed to be done she (alilas) came back with the women who boarded my flight form SJU TO ************* they told me that i was being in indecisive and forced me to see medic any way at this point i was scared of losing my spot on the plane so I asked why am I being token off? lady that boarded the plane" because you seem confused" so at this point I'm furious i then stated," I will be Sueing because this is ridicules you guys are forcing ******* decisions for me". So, as I they take me off the plane, they made me take my belongings get off the plane medics did not do anything did not do any exercises to see if i was actually ok and the lady that boarded the me on to the plane then threaten to take me off the plane.

  Business Response

  Date: 04/03/2025

  Hi ******, 

  
  We have received your correspondence as submitted to the Better Business Bureau.We appreciate the opportunity to address your concerns.

  
  I'm so sorry that your recent experience with us was not pleasant.  Ive gone ahead and forwarded this incident to our Disability Specialist for further review. Once the reports are gathered, theyll be in touch with you. The investigation may take some time to complete, so I thank you in advance for bearing with me through this process. In the meantime, if there's anything else you need, please let me know. I'm here to help!

  
  For additional information or assistance, you may contact our ************************** by clicking on the link below: *****************************************************************

  Customer Answer

  Date: 04/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I appreciate you trying to solve this incident I hope we can find some reasonable compensation, i also missed a day worth of work which I got penalized for due to the delay at SJU. 
  
  Sincerely,
  
  ****** Royal

• Initial Complaint

  Date:04/01/2025

  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.

  D-757680160225 Hi I bought a single ticket online from Spirit Airlines, I then called them to add 4 family members to the reservation. They told me they would cancel my single ticket and make the new reservation for 5. I agreed. I never got my refund for the single ticket so I called and they now say they will only give me credit in Spirit dollars, which I do not accept. I did not cancel my flight! I went on the flight they made an error when they made the second reservation. They made the second reservation for me it was their mistake not using the credit for my ticket and adding four instead they made a new reservation for **** you can see I paid twice for the same person ... ******** **** ******** **** ************************** ************

  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 the two bookings you secured. 
  
  
  
  Once a booking is secured you cannot add any additional travelers, they can only be divided off. 
  
  
  
  Our records show confirmation code RGTG4F was cancelled via the Spirit website, there was no interaction with you and any of our Reservations. you cancelled the booking on the Spriit website on 02/04/25 and called in on 02/12/25 requesting a refund which was denied as you were outside of the refund window. When you cancelled the booking, you were sent a confirmation email that provided the details of you Reservation Credit. The email was sent to *************************************, it can be resent if needed. 
  
  
  
  Confirmation code XH2JUY shows travel has been fully boarded and completed. Spirit does not issue refunds rendered. 
  
  
  As outlined and agreed upon in Spirit's ******************* all fares, fees and ancillaries are non-refundable and non-transferable. 
  
  
  
  
  Have a great day! 

• Initial Complaint

  Date:04/01/2025

  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.

  1. Delayed Notification:Before arriving at the airport, I received a delay notification from Spirit Airlines and kept checking the app and email for any updates on the situation.2. Change in Boarding Time:I arrived at the gate at the time of the delayed boarding as instructed. However, upon arriving at the gate, I was informed that Spirit Airlines had canceled the delay and decided to proceed with the original boarding time without notifying passengers. As a result, boarding had already concluded, and I was denied boarding.3. Failure to Communicate Changes:Spirit Airlines did not send any updates via the app or email regarding the change in boarding time, leaving me and many others unaware of the early gate closure. Additionally, the airport's display boards (electronic boards) did not show the updated information or changes in boarding times, leaving passengers further in the dark.4. Unfair Treatment:What made the situation even more frustrating was that the woman in front of me was allowed to board without any issues, while I was denied access to the flight. I was not provided with any explanation or justification for this decision, leaving me feeling discriminated against and frustrated.5. Consequences of the Incident:I had an important interview in ******** that afternoon, which I was unable to attend because of Spirit Airlines failure to properly communicate and allow me to board the flight. Additionally, I had to spend an extra $300 on purchasing a new ticket with another airline, as Spirit Airlines informed me that no other flights were available.Given the inconvenience, financial burden, and emotional distress caused by this experience, I am requesting appropriate compensation for the additional costs I incurred and the lost opportunity to attend my interview. I also seek acknowledgment from Spirit Airlines regarding their mishandling of the situation and their lack of proper communication with passengers.

  Business Response

  Date: 04/02/2025

  Hi Chaelin ***,
   
  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.
  
   
  
  As per the terms of our Contract of Carriage, in the event of a delay, Guests are recommended to remain in the gate area for updates and possible early departures. Spirit shall not be liable to any Guest who misses a flight, which departed earlier than the estimated departure time posted for the delay. This was agreed to upon securing a reservation with Spirit.
  
  Here's a direct link to our Contract of Carriage.
  
  Flight statuses can change at any time, and if we have the opportunity to get you on board our aircraft sooner, well certainly take advantage of that. Additionally, if you walk away from the gate, there are many places in the airport in which our announcements are inaudible.
  
  
  Additionally, If you fail to make yourself available for boarding at the gate at least 15 minutes prior to the (original) scheduled departure time for domestic flights; or 30 minutes prior to the (original) scheduled departure time for international flights, you run the risk of forfeiting your flight.
  
  
  Sprit does not issue reimbursement or compensation to guest who miss their flights. 
  
  
  For further review, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  
  
  Have a great day! 

• Initial Complaint

  Date:04/01/2025

  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 purchased tickets at *********** on March 5, and the agent booked me on the wrong return flight. I wrote down the dates of travel and each passengers information as requested by the agent, and she still booked me for the wrong date. I asked for FLL-ATL 4/17 and return ******* 4/20. Now that Im trying to correct the agents mistake, Im being told I have to pay an additional $600+, which is a big inconvenience being that it was an agent error. I understand that mistakes happen but I dont think its fair that I have to pay a big difference being that I wrote everything down for the agent. I went to the airport to try to fix the issue and was told that Im still responsible for paying the difference in fare. I called customer service and also chatted with someone and each time the price significantly increased and I was told I had to pay close to $600 for an error that spirit airlines agent made. My confirmation is NHTY8C. I would appreciate some type of assistance with this matter.

  Business Response

  Date: 04/02/2025

  Hi Jonequia, 
   
  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. 
  
  
  
  When a booking is secured at the airport guest are provided a receipt and the booking is reviewed before being secured. An email confirmation is also provided when the guest gives an email address.  Once the booking has been secured and the guest leaves the airport any flight cancellations or modifications are subject to applicable polices and fees. It is the guest responsibility to ensure all booking information is correct before leaving the airport. 
  
  
  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 code, and e-mail address used when booking your reservation.
  
  
  
  
  
  
  
  Have a great day! 

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 31, 2025, I received an email from Spirit Airlines indicating a delay with my flight. Upon contacting customer service, I was advised that there was no delay. However, when I arrived at the airport, it was evident that the flight had been delayed by four hours. Upon the arrival of the plane and crew, the flight was subsequently canceled almost immediately. Passengers were instructed to reschedule their flights to the next available departure, which was the following morning, April 1, 2025, at 8:00 AM. The original flight had been scheduled for 9:56 PM on March ***** per Spirit Airlines' policy, hotel accommodations are provided when an overnight stay is necessary. I have attached the relevant portion of the policy that clearly states this provision. Given that the next available flight was the following morning and my situation involved traveling with two minors, I expected the airline to honor this policy. Unfortunately, despite this, I was informed by Spirit Airlines representatives that no hotel accommodations would be provided. When I asked for a voucher, one agent explained that this practice is in place to help keep prices low. After requesting to speak with a supervisor, I was informed that the flight cancellation was due to weather, which contradicts what I observed. While the weather had been challenging earlier in the day, it had subsided by the time of our scheduled departure. Moreover, I was present when a crew member, who appeared to be the pilot, stated that he would not fly and instructed the cancellation of the flight. It is also worth noting that other delayed flights had boarded and taken off during the same time, indicating that weather was not a factor in the cancellation. The staff at the gate were equally surprised by the sudden cancellation, as they were under the impression the flight would proceed.

  Business Response

  Date: 04/02/2025

  Hi *****, 
   
  Thank you for reaching out to Spirit!
   
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
  
  
  
  We are sorry to hear about your flight interruption in reference to your cancelled flight. 
  
  
  Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.
  
  
  
  To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  
  
  Have a great day! 

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Ticket Booking and Points Usage I am writing to formally express my dissatisfaction with a recent experience I had while booking a trip on your website. I tried to purchased 5 tickets, but in the final step, I was informed that I needed ****** points to combine with cash for my ticket purchase. To meet this requirement, I bought the necessary points for $483.75. However, when I attempted to proceed with the booking, the website unexpectedly closed.I made two additional attempts to book my tickets, but both reservations were canceled. I have attached the cancellation codes for your reference. After these issues, I tried to reach out through your chat support, but the wait time was approximately 40 minutes. I then called your customer service center to seek reimbursement since I could not use the points I had purchased. Unfortunately, the representative informed me that they could not process any reimbursements. Although she attempted to assist me with the booking, she then stated that I now required ****** points instead of the initial ******. It was also suggested that if I tried to book again tomorrow, the prices might increase even further.I feel misled and frustrated by this experience. I would like to request a reimbursement for the points I purchased, as I am unable to utilize them due to the issues I faced with your website. Additionally, I would appreciate clarification on the sudden increase in points required for my booking.Thank you for your attention to this matter. I hope to receive a prompt response and resolution.

  Business Response

  Date: 04/02/2025

  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 points issue.
  
  We are unable to honor your request. As outlined and agreed upon in the Terms and Conditions when making the purchase it is advised that point purchases are non-refundable and non-transferable. Below is the verbiage directly from their website
  Purchased points are not refundable and may take up to 72-hours to appear in the member account.
  
  
  ********** is a third-party service where Spirit Guests can purchase miles for their accounts. For concerns about purchases made through them, I've included a link below on how you can contact them through email. 
   Contact Us | Points
  
  
  
  Prices are dynamic based on, time of booking, city pairing, dates of travel, time of purchase, and demand. Flight demand varies by region, day of week, destination, and season. The price is not guaranteed until a booking has been fully confirmed.
  
  
  
  
  Have a great day! 
  

• Initial Complaint

  Date:03/31/2025

  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 Sunday 3/30 - I was trying to book on a flight on Spirit Airlines website and a popup appeared and asked me if I wanted to purchase more points toward the flights I was trying to book. I said yes and purchased. Then continued onto booking. However, when I went to check out I received a message from the website that "there was a processing error" and then directed me back to the homepage for rebooking. When I went to rebook the same flights were much more expensive AND I did not have enough points to use - then ANOTHER pop up came up and asked me to buy MORE points. It was at this point that I contacted customer service to ask for booking help. The person on the chat finally found the flights i was trying to book at the original cost. HOWEVER, when he tried to use my points he could not do it (the chat is attached) - I have no idea why. Then another representative came on the chat - this person was also unable to help in timely manner. Spirit keeps blaming a third party but as you can see the confirmation was sent under their branding and sold via their website. This points purchase system is seems like a scam being run by Spirit.

  Business Response

  Date: 04/02/2025

  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 points issue.
  
  
  Our records show you were previously assisted. Your concerns have been thoroughly reviewed and addressed. Our position remains unchanged. To reiterate, we are unable to honor your request. As outlined and agreed upon in the Terms and Conditions when making the purchase it is advised that point purchases are non-refundable and non-transferable. Below is the verbiage directly from their website
  
  
  Purchased points are not refundable and may take up to 72-hours to appear in the member account.
  
  
  ********** is a third-party service where Spirit Guests can purchase miles for their accounts. For concerns about purchases made through them, I've included a link below on how you can contact them through email. 
   Contact Us | Points
  
  
  
  
  Additionally, the purchased points show they were properly deposited into your Free Spirit account. 
  
  
  
  
  
  
  Have a great day! 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23139171
  
  I am rejecting this response because:

  The response is simply another reply with the same policy sited. It does not address any of the materials I submitted with the claim. I was sold something that could not be used as it was intended. At a minimum Spirit sold me points to use for a flight that I was booked and then experienced technical difficulties while I was booking OR knowingly sold me points that could not be used toward the flight I was booking. Either way Spirit is the responsible party. 

  I do not accept the third party points pass off as I purchased the points on the Spirit website and as you can see from the confirmation it was branded with the Spirit logo. Hiding behind a third party that I had no idea I was purchasing through would seem to be not doing business in good faith. 

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

  Business Response

  Date: 04/02/2025

  As previously stated, Our records show you were previously assisted. Your concerns have been thoroughly reviewed and addressed. Our position remains unchanged. To reiterate, we are unable to honor your request. As outlined and agreed upon in the Terms and Conditions when making the purchase it is advised that point purchases are non-refundable and non-transferable. Below is the verbiage directly from their website
  
  Purchased points are not refundable and may take up to 72-hours to appear in the member account.
  
  ********** is a third-party service where Spirit Guests can purchase miles for their accounts. For concerns about purchases made through them, I've included a link below on how you can contact them through email. 
   Contact Us | Points
   
  
  Additionally, the purchased points show they were properly deposited into your Free Spirit account. 

  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: 04/02/2025

   
  Complaint: 23139171
  
  I am rejecting this response because: as previously stated (and according to the attached documentation) the agent could not book my ticket because they could not access the points that were sold to me. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:03/31/2025

  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.

  3/30/25 flight canceled after >5 hours delay and cancellation due to a maintenance issue that was an issue days prior. During 5 hour delay only 1 meal voucher of $12 each was provided. Barely any information if any was communicated to passengers. Passengers also de-planned twice. When told flight was canceled, passengers were told to go to the ticket counter. Line was extremely long at ticket counter as people were also trying to check in. Staff was not knowledgeable on how to handle this situation. When looking to rebook the spirt staff told customers to hold on rebooking due to an email being sent to passengers about rebooking with other airlines since flights were sold out for the same flight departing 3/31/25. By that time all flights for 3/31/25 were sold out by spirit and next available flights were 4/1/25. The email NEVER showed up for rebooking with other airlines. Passengers were promised food would be provided when they got to the hotel. The hotel had no food or water (vending machines) they had NOTHING. This is the ************* Took 1 hour and 30 mins to reach a spirit agent who said that there will be no rebooking with other airlines, either take the 4/1/25 flight at 353pm or refund. The agent also said that I would have to call back for another hotel voucher and meal ticket and that only 1 meal ticket per day is provided. This was a horrible experience all around and the passengers of this flight are not being compensated as they should be. Seeking $650 per person compensation and Also seeking parking garage tickets ($30 per day past original departure, $60 total)

  Business Response

  Date: 03/31/2025

  Hi *********, 
   
  Thank you for reaching out to Spirit!
   
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
  
  
  
  We are sorry to hear about your flight interruption in reference to your flight cancellation. 
  
  
  Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.
  
  
  
  To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  
  
  Have a great day! 

• Initial Complaint

  Date:03/30/2025

  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 purchased tickets on expedia. I purchased to secure the flights because it said free cancelation within 24hrs. After confirming that I would not need to fight I called expedia to cancel and was told that spirit airlines handles all cancelations and I would have to call them. I called spirit to ask for the refund and was informed that they could not because it was less than 7 days to the departure. I let them know that I had purchased the flights 30 minutes before and that the site stated free cancelation within 24hrsbof booking and it did not immediately specify that it had to be with departure of 7 days or more. Why even offer that promotion on that specific flight if it did not qualify. It is miss leading and I believe they are tricking customers into booking and the. Hiding behind fine print.

  Business Response

  Date: 04/01/2025

  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 secure using Expedia. 
  
  
  
  Spriit and Expedia are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any booking issues when guest use third-parties or travel agencies. Nor is Spriit liable for the way third parties display Spirit's policies and guidelines. 
  
  .
  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.
  
  
  To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  
  
  Have a great day!