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

4,291 total complaints in the last 3 years.
1,038 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date: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.
My daughter took a spirit airlines flight from ********** to ************* to return to college. She had a layover in ***************. she had 2 small pieces of luggage (both carry on size. at the airport she went to check her bags through to PHL, She paid $79 for one little bag but it would not allow her to pay for second carry on. when she got to the gate they told her she owed $99 for her carry on and will be charged an additional $99 when she makes her connection flight? What? It costs $79 to check your bag but $200 for her to carry her own small bag? They didnt even allow her to pay $79 to check her bag through. In addition- her flights were delayed by 5 hours so she missed her connection. They booked her on a new flught from *************** to PHL- and they made her pay for a seat. She already paid for a seat on the flight that she missed because her flight was delayed. This is ridiculous and complete fraudulent behavior. I am asking that they refund me $263 dollars for seat and cost of carry on which she wasnt allowed to check! I will never fly spirit again- Their practices are misleading and fraudulent.
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 about your daughters delayed flight, and the bag charges assessed.

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.

Each guest's 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: *******************************************************

To better assist you, please provide the confirmation code, and e-mail address used when booking your reservation. As a reminder if your name is not associated with the booking, we will not be able to assist.

Have a great day!
Initial Complaint
Date:03/30/2025
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.
The wheel of my luggage was ripped off on a spirit flight. I filed a claim and was told that this was due to normal wear tear, which it clearly was not.
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 your checked bag.

As outlined and agreed upon in Spirit's Contract of Carriage, except to the extent inconsistent with applicable laws, Spirit Airlines will not accept
liability for the following:
a) Damage caused to baggage as a result of normal wear and tear during the course of
any of the operations of carriage. Normal wear and tear includes, but is not limited
to, minor cuts, scratches, scuffs, dents, punctures, marks and soiling that do not
impact the functionality of such baggage.

b) Loss of or damage to:
i. Protruding parts such as wheels, feet, external pockets, pull and extending
handles, hanger hooks, external locks, pull straps and security straps if this loss
or damage occurred as a result of normal wear and tear.

Know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.

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

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

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

Have a wonderful day!
Customer Answer
Date: 04/01/2025

Complaint: 23135168

I am rejecting this response because: The damage was caused by Spirit Airlines ripping the wheel off of my bag, that is not normal wear and tear that is spirit damaging my bag, which is a covered matter according to guidelines presented.

Sincerely,

**** ******
Customer Answer
Date: 04/02/2025
Spirit Airlines is not accepting responsibility for ripping the wheel off of my suitcase. This is clearly damage caused by the airline. How is ripping the wheel off by the airline considered normal wear and tear?
Business Response
Date: 04/02/2025
Our records show your claim was addressed and closed. The photo you sent is the response from our Baggage Team. The case was closed as there is no compensation due nor will it allow a response. The response you were sent states, "The damage to your checked items appears to be normal wear and tear which can be expected with checked baggage. There is no compensation associated with this type of damage.If you would like to continue with creating a damage report, please return to the airport with the baggage and your File ID and obtain assistance from a Spirit *************** Agent.

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:03/29/2025
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 was supposed to receive a refund as there was an error in my reservation and it was set for DTW instead of DFW. It was submitted for a refund minutes later and over a month goes by and I have to keep asking, keep getting excuses, and now they want to keep my money, which is unethical and theft. Im happy to report this as fraud to my credit card company as well. Theyre saying I was a no show on the flight and of course I was - it was cancelled and it was the wrong city.
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.

I am sorry to hear about your booking issue in reference to the booking you cancelled.

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

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

Once a booking has been confirmed any flights cancellations or modifications are subject to applicable policy and fees. Spirit is not liable or responsible for any guest-initiated cancellations, modifications or booking errors made.

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

Have great day!
Initial Complaint
Date:03/28/2025
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.
To Whom It May Concern, I am filing a complaint against Spirit Airlines regarding a five-hour delay Flight 1311 from ******* (MCO) to ******* (DTE) on March 16, 2025. The delay was caused by Spirit Airlines failure to provide a pilot, an issue entirely within their control and not due to extraordinary circumstances like weather. Incident Summary:- My son and I were ticketed passengers on Flight 1311 on March 16, 2025. - Our total cost for tickets, baggage, and fees was $342.98. - After boarding, Spirit Airlines announced they did not have a pilot due to staffing issues. - We were held on the plane for 1.5 hours, then deplaned and waited 3.5 hours, totaling 5 hours of delay. - Spirit Airlines provided no food vouchers or assistance during the wait. - This delay resulted in additional costs, including: - Food expenses at the airport. - $14 in extra parking fees due to the late arrival. - Lost wages from missing work after arriving home at 5:00 AM. Spirit Airlines Response: - Spirit admitted the delay was an internal operational issue but only offered a $30 travel voucher. - Several flight attendants confirmed to all passengers that the delay was due to no available pilot. - A Spirit employee at the airport stated the delay was not weather-related and assured us proper compensation. - Despite this, Spirits customer service has refused to reimburse the costs I incurred. Request for BBB Assistance: I am seeking BBB's assistance in holding Spirit Airlines accountable. A $30 voucher is inadequate for a five-hour delay due to their mismanagement. I request fair compensation for my additional expenses and inconvenience. Please let me know if more information is needed. Thank you for your time. Sincerely,****** *******
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 delayed 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!
Customer Answer
Date: 03/31/2025

Complaint: 23128952

I am rejecting this response because:
I must correct the misleading implication that weather or safety concerns played any role in the five-hour delay of Flight 1311 from ******* (MCO) to ******* (DTE) on March 16, 2025.

This delay was entirely due to Spirit Airlines failure to provide a pilota scheduling and operational issue fully within Spirits control. Spirits own employees, including flight attendants and airport staff, directly confirmed this to all passengers multiple times. No mention of weather or safety concerns was ever made because they were not a factor.

To clarify:
- Spirit failed to schedule a pilot, causing a five-hour delay.
- Passengers were held on the plane for 1.5 hours, then deplaned and waited another 3.5 hours.
- No food vouchers or assistance were communicated to us in a manner that was effective. If some passengers knew about them, we did not because there was no clear announcement. I later discovered that an email had been sent, but at the time, we had no reason to check for one. As a result, we had to purchase food out-of-pocket for both myself and my son.
-The delay also caused additional fees including:
-$14 in additional parking fees due to the late arrival.
-Missed work , as I did not get home until after 5:00am, leaving me unable to work my scheduled shift.
- Spirit only offered a $30 travel voucher, which is grossly inadequate considering the disruption and additional costs incurred.

I provided these details in my original BBB complaint because Spirit has refused to take accountability. Now, in your response, you are still attempting to misrepresent the cause of the delay, which is exactly why I had to escalate this issue.

Per your request, here is my booking information:
- Email used for booking: *************************
- Confirmation Code: BMU62N

I expect Spirit Airlines to address this matter honestly and provide appropriate compensation for the delay and the additional costs I incurred due to your airlines failure to provide a scheduled pilot. I look forward to your response.

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

Business Response
Date: 04/01/2025
The confirmation code you provided, BMU62N, is not associated with your claims. This booking shows a DTW-MCO flight, only.
Customer Answer
Date: 04/01/2025

Complaint: 23128952

I am rejecting this response because:
I gave you the code for Detroit to ********
However, the code for MCO to DTE that I used was: UW5HWQ
The email I used was the same: ************************************

Sincerely,

****** *******
Business Response
Date: 04/04/2025
Your MCO-DTW flight was delayed due to an Air Traffic Control (ATC) decision due to a weather-related issue. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations.

When this happens, the options available to our Guests are re-accommodation on the next available Spirit flight or if this option isn't feasible, a refund of the affected unused flight segment is issued. In these situations we dont offer hotel accommodations, refund for additional expense or other transportation.

We always aim to provide a trouble-free flight experience, but some situations are truly uncontrollable.

There's nothing more important to us than to send our guests to their destinations safe without delays and cancellations.However, please do note that not all flights use the same route to their destination. Weather conditions are not limited to the departure or arrival area but also within the pathway itself. This day, our route is affected by weather. Our guests' safety is of the utmost importance and continuing the flight will only risk our guests. I hope you understand.

In your situation, I do see travel has been fully boarded and completed. Spirit does not issue refunds for services.

Since this was caused by weather that is beyond our control, Spirit does not provide reimbursement for pre-planned/paid or out-of-pocket expenses such as a new flight. This decision is not based on a lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all our guests.

However, I do see Future Travel Vouchers were issued to you, you should have received an email with the details. If you did not receive the voucher details I can resend the email if needed.

Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount goes towards the airfare, taxes, most ancillaries & fees (not covered: a la carte seats, reservation booking fee,non-flight service fees such like *********** enrollment). Vouchers cannot be used towards onboard purchases, services, travel insurance, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at ************************** or by calling our ************** at ************.
We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this delay affected your travel arrangements; unfortunately, we are unable to issue any further compensation for this delayed flight.

While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us.We look forward to welcoming you onboard a future Spirit Airlines flight soon.Thank you for choosing Spirit!
Customer Answer
Date: 04/04/2025

Complaint: 23128952

I am rejecting this response because: I respectfully disagree with the airline's claims regarding the cause of the delay on Flight 1311 from ******* (MCO) to ******* (DTE) on March 16, 2025.
Spirit Airlines has incorrectly stated that the delay was due to an Air Traffic Control (ATC) decision caused by weather-related issues. This is categorically false.

Here are the key facts, as I experienced them:

1. **No Pilot Available**: After boarding, Spirit Airlines explicitly informed passengers that the flight was delayed because there was no pilot available. Flight attendants and other Spirit personnel confirmed this to us several times. The delay was not due to weather, and Spirit staff acknowledged this fact directly.

2. **Updates from Spirit Airlines**: During the delay, Spirit staff informed us that they were in the process of contacting a pilot and were waiting for one to arrive at the airport. This was clearly communicated multiple times by Spirit employees, and passengers were updated on the situation. The delay was acknowledged internally as being caused by a **lack of a pilot**, not weather.

3. **Weather Conditions Not the Cause**: While it is true that other flights were delayed or canceled due to weather that day, **Flight 1311 was not among them**. Spirit personnel confirmed that the delay was not related to weather at any point.

4. **Promise of Compensation**: At the airport, a Spirit employee assured us that compensation would be provided, as this was an operational issue under the airline's control. However, Spirit has since failed to honor this promise and continues to claim a weather-related cause, which is misleading and inaccurate.

Given these facts, it is clear that Spirit Airlines is attempting to deflect responsibility for their internal operational failures by misrepresenting the cause of the delay. I am requesting that the BBB take appropriate action to investigate this matter further, as Spirit's response is not only factually incorrect but also insufficient in addressing the inconvenience and financial impact I incurred due to their failure to provide a pilot.

I would appreciate your assistance in ensuring that Spirit Airlines is held accountable for their actions. I am seeking fair compensation for the costs I incurred due to the delay, including food, parking, and lost wages, in addition to a formal acknowledgment of their operational mismanagement.

Thank you for your time and attention to this matter. I look forward to your continued assistance in resolving this issue.

Sincerely,
****** *******
Initial Complaint
Date:03/27/2025
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.
My complaints is dealing with my refund. When Covid was happening I orders a flight to ****** ********. Well they canceled the flights and never gave us a refund. When the government made a statement and ordered the flights to give people the money back on flights they cancelled because of Covid. Spirit did not they gave us a credit instead. I ask to give me my money back in the amount of $184. The still have not gave me my money back nor a credit. I have been trying to call and message no answer. No one knows what to do.
Business Response
Date: 03/28/2025
Hi ********,

Thank you for reaching out to Spirit!

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

I am sorry to hear about your booking issue in reference to the booking you cancelled in 2020.

There was no ordinance or government regulated policy that required airlines to issue refunds for guest-initiated cancellations.

Our records show you cancelled this booking via the Spirit website on 07/14/2020. The cancellation fees were waived as a courtesy. You were issued a full Reservation Credit. The Reservation Credit details were provided and the expiration date. You were also sent an email confirmation of the guest-initiated cancellation. This was also stated in the case you were previously assisted on.

As you did not redeem your Reservation Credit it expired and has been fully forfeited.

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

Have a great day!
Initial Complaint
Date:03/27/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 27, 2025, I flew with Spirit Airlines from ***** ***** to ********* (BWI) with my wife and infant son. Upon arrival, I found our stroller which was gate-checked in good condition severely damaged and unusable.I filed a damage report online (File ID: ************** and provided photos. Spirit later responded that strollers are not covered under their Contract of Carriage and refused any compensation.A stroller is not just a piece of baggage it is essential baby equipment. I believe this response is unacceptable and shows a lack of care for families traveling with children.I am requesting either compensation or a travel credit to replace the stroller.Reservation Confirmation: ZK4KMP Name: ****** ******** Email: ************* Phone: ***************
Business Response
Date: 03/28/2025
Hi ****** ********,

Thank you for reaching out to Spirit!

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

I am sorry to hear that your item was mishandled while in our care. I apologize for any inconvenience this incident may have caused.

Know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.

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

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

Have a wonderful day!
Customer Answer
Date: 03/29/2025

Complaint: 23126258

I am rejecting this response because:
1) I already file case on your website, and you know it
2) Spirit File ID: ************* (you reject this claim because "Stroller not covered by Spirit")
3) Please see attached YOUR answer from you

Sincerely,

****** ********
Business Response
Date: 04/01/2025
Our Baggage Team has reviewed your claim and our position remains unchanged. As advised, you can return to the airport with the damaged item and your file ID for any further assistance,
Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.
Customer Answer
Date: 04/02/2025

Complaint: 23126258
My answer will remains unchanged, as I followed your established rules I completed the form, received my Claim ID ***************, and my claim was denied. I approached the woman at the baggage claim office next to baggage collection, and she told me she couldn't help, merely pointing to the ** code on the office door. I disagree with your decision, I do not plan to visit the airport again, nor do I intend to spend additional money proving this further. I showed the stroller to the woman in the baggage claim office, and she saw what happened.

If customer service and client satisfaction don't matter to you, and you simply don't wish to address this issue, please state that clearly here, and I'll be aware of it. However, if you're open to negotiating and finding a resolution, then let's move forward constructively.

Sincerely,
****** ********
Initial Complaint
Date:03/27/2025
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.
This is regards to misrepresentation of benefits. During my flight from *** to MSY on confirmation **************** 938, I requested a no cost move from a standard set to an exit row (as a silver member). The flight attendant on the aircraft (stated her name was ******, she has black shoulder length hair) told me that was only available for gold member (this is incorrect based on ************************ website). I sat in my normal seat & waited mid-flight to give the flight attendant a chance to research. I again asked about the completely empty exit row (pls other empty rows) that either myself or the people next to me could move into. "******" again wanted to me to pay a fee, even after I pointed out the fact that mid-flight meant Spirit would get $0 for moving anyone. She did not care. Despite the online contact *********** feedback, I heard nothing from Spirit. On 3/27/25, I called Spirit and was transferred around with no representative willing to remedy the situation. The last person that I spoke with, employee # ******, claimed that there was no one else that I could be transferred to while also not providing any remedy.
Business Response
Date: 03/28/2025
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 committed to offering quality ************* and ensuring that experiences are both positive and memorable. Im sorry that yours did not measure up to these standards.

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.

As outlined in the Free Spirit Term's & Conditions, Silver members will be able to select a standard seat or exit row seat for free within 3-hours of the scheduled flight departure time. The Silve member will see a $0 price on the seat map for those seats across all manage travel and check-in paths (Excluding Big Front Seats and Go Comfy seats).

Our records show you checked in the day before your flight. The seat swap would've needed to be done within the 3-hour window.

As a one-time courtesy, I would be happy to waive the seat fee and assign an available Exit Row seat for you on a future booking. Send me your confirmation code and I'll assign seat(s) for you. Let me know your seat preference window, middle or aisle? I'll assign an Exit Row seat.

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: 03/28/2025

Complaint: 23126112

I am rejecting this response because: spirit only offered what I am already entitled to. When I gave them a recommendation of a better outcome that could showcase better service with minimal cost, they denied it.

From previous experience, this will most likely be closed out with a note that the business responded but the consumer is not satisfied.

This type of service by Spirit showcases why they had to file for bankruptcy as they believe that how they are handling this is considered quality service

Sincerely,

******* *******
Business Response
Date: 04/01/2025
Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.
Customer Answer
Date: 04/02/2025

Complaint: 23126112

I am rejecting this response because: Spirit did nothing, nor did they offer anything besides what is a standard that I am suppose to receive. Spirit is committed to being the airline that everyone jokes that they are. Spirit could not care less about their customers, & no one should ever be surprised that they filed for bankruptcy.

Spirit's lack of effort is because they know that they could send back a blank sheet of paper at this point to the BBB and this would be closed out

Sincerely,

******* *******
Initial Complaint
Date:03/27/2025
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.
2/5/25 Flight: Spirit 181 Confirmation: INJDMA I am reaching out in hopes of getting assistance with an unresolved baggage reimbursement issue. My checked bag was significantly delayed during a recent trip, which required me to purchase replacement items at substantial cost. Despite multiple attempts to resolve this through customer service, I have only been reimbursed $500far below my actual expenses, which were closer to $3,000.According to *** regulations, airlines are required to reimburse passengers up to $3,800 for lost or delayed baggage. I have provided all necessary documentation to Spirits customer support, but I have been met with unhelpful responses and a continuous back-and-forth that has not led to a resolution.I have filed a complaint with the DOT.Attached are some of my expenses that I incurred from this very stressful situation I hope to receive some communication from Spirit soon and appropriate compensation.
Business Response
Date: 03/28/2025
Hi ****** ********,

Thank you for reaching out to Spirit!

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

I am sorry to hear that your item was mishandled while in our care. I apologize for any inconvenience this incident may have caused.

Know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.

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

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

I have provided a link to Spirit's Contract of Carriage below as it relates to information regarding value for reimbursement within Spirit's Contract of Carriage under Section 7.3.10.

******************************************************************************************

Have a wonderful day!
Customer Answer
Date: 03/28/2025

Complaint: 23124592

I am rejecting Spirits response because it is completely unhelpful and does not address my issue.

Lack of Resolution:

Spirit claims they are working diligently on my concern, yet their response is just a generic template with no actual attempt to resolve my complaint.

My claim was already filed through their baggage claim process, and I have repeatedly followed up without receiving proper reimbursement.

Deflecting Responsibility:

They direct me back to their claims department, which I have already contacted multiple times with no success.

If Guest Relations cannot assist, then why are they responding to my BBB complaint instead of providing a real resolution?

Failure to Reimburse:

Spirit has not sufficiently reimbursed me for the expenses caused by their mishandling of my bag.

A real resolution would involve Spirit acknowledging their mistake and providing the full compensation I am owed instead of sending me in circles.

Until Spirit provides a direct, fair, and final resolution, I will continue rejecting their dismissive responses.

Sincerely,

***** *****
Business Response
Date: 03/28/2025
As previously stated, 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.

I have provided a link to Spirit's Contract of Carriage below as it relates to information regarding value for reimbursement within Spirit's Contract of Carriage under Section 7.3.10.

******************************************************************************************
Additionally, our Baggage Team states your claim has been reviewed and addressed, no further compensation is due nor will 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: 03/28/2025

Complaint: 23124592

I am rejecting this response because:
Spirit Guest Relations is deflecting responsibility by treating Bag Claims as a separate entity rather than part of Spirit. I purchased my ticket from Spirit, and Spirit was responsible for my baggage. Your refusal to take ownership and resolve this issue is unacceptable. I am rejecting this response until proper reimbursement is provided. Please escalate this issue to the appropriate people.

Sincerely,

***** *****
Initial Complaint
Date:03/27/2025
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 was charged ***** back in December of 2024 I ***orted as fraudulent I just found out last month it was a membership that spirit airlines had its been so long since I used this airline when I called the *** on phone she said to call back if your credit card does a charge back and that spirit will give me the credit back so I call back today March **************************************************************************************************************************** I have to write a letter to corporate with the charge and someone will contact me this is so ridiculous first of all you didnt cancel when I called last month and now u wont give me credit
Business Response
Date: 03/28/2025
Hi *****,

Thank you for reaching out to Spirit!

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

Im sorry to hear that you were caught off guard by the renewal of your Spirit *********** membership. I found that you enrolled in our *********** on [DATE] paying the enrollment charge of $69.95. To enroll, you had to agree to the terms and conditions of the club which state that memberships are non-refundable, non-transferable, and are automatically renewed yearly.

A reminder email was sent alerting you of the upcoming renewal. Since your membership remained an active one (meaning it wasnt cancelled prior to the renewal date), the credit card on file was automatically charged $69.95, extending your membership for another year.

Additionally, filing a dispute does not mean you cancelled your membership. Our records show no cancellation. If you cancelled your membership a confirmation email would have been sent. YOu are welcome to submit proof of the cancellation for further review.
If you wish to cancel your membership, you may do so online at ******************************. Upon cancellation, your benefits will cease immediately.

While I am sympathetic to your situation, we are unable to honor your request for a refund as outlined in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable.

Have a great day!
Initial Complaint
Date:03/26/2025
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.
Agent at counter would not provide a boarding pass. Boarding pass was required to go through security checkpoint so we could not go through security. This allowed the company to mark us as a no show keep our money, causing us to forfeit all payments. The lady at the counter even mentioned that they over book flights by 10 or more customers and do this.
Business Response
Date: 03/27/2025
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:
*****************************************************************************************************************************

As a one-time courtesy Ive created a Reservation Credit in the amount of the missed flight. Your Reservation Credit is available and can be redeemed online or by calling our ******************* at **************. Ive included the information below:

Confirmation Code: ELQ6GT
Amount: $316.00
Expiration date: March 27, 2026
(Travel does not have to be completed by that date; however, a new reservation must be secured).

The guidelines surrounding credits can be found on our website, **************************.
Here's the direct link for your convenience.
********************************************************************************************************************************

We hope to welcome you on board a future Spirit Airlines flight soon

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