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:03/27/2025
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
Initial Complaint
Date:03/25/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Spirit Airlines refuses to refund the purchase amount to the original form of payment or provide any reasonable amount of customer service aside from a single repetitive email and hours wasted on a "chat" that is the only form of complaint logging. Spirit alleges that my ticket purchases is not eligible for a refund, however had this been known, the ticket would never have been booked. Further details provided in PDF attachment.
Business Response
Date: 03/25/2025
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 you want to cancel the booking you secured.

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!
Customer Answer
Date: 03/25/2025

Complaint: 23112108

I am rejecting this response because:

Thank you for your response.
It is essentially identical to a response received via email that does not address my situation. I do understand the policy after the fact and going forward will take that into consideration. However, as described to numerous customer service representatives, this is not made clear on my initial booking and the description of the Go Savvy benefits. The Flight Change or Cancel listed as a benefit (see attached image) does not specify this restriction. Additionally, the cancellation FAQ (see attached image) that I researched when booking this flight makes it seem as if the Go Savvy fare excluded from this restriction. Had it been made clear, I would not have booked the ticket.

Sincerely,

****** *******
Business Response
Date: 03/27/2025
As previously stated, If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.

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

For further review, provide your confirmation code, and e-mail address used when booking your reservation
Customer Answer
Date: 03/29/2025

Complaint: 23112108

Unacceptable.
As previously stated, this is not made clear on my initial booking and the description of the Go Savvy benefits. The Flight Change or Cancel listed as a benefit (see attached image) does not specify this restriction. Additionally, the cancellation FAQ (see attached image) that I researched when booking this flight makes it seem as if the Go Savvy fare excluded from this restriction. Had it been made clear, I would not have booked the ticket. This is misleading, false advertisement, and predatory business behavior. Additionally, the canned responses that do not address these issues are unsatisfactory.
Customer Answer
Date: 03/31/2025

Complaint: 23112108

Confirmation Number: WNBW8D
Booked from ***************************************

Sincerely,

****** *******
Business Response
Date: 04/01/2025
As previously stated, if you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.

If the above does not apply, you will receive a Reservation Credit. The full value of the reservation will be provided for Go Big, Go Comfy and Go Savvy bookings. A cancellation charge will be retained for Go bookings purchased after February 5, 2025.
This booking was cancelled via the Spirit website, and a full Reservation Credit was issued. There is no refund due as this booking was secured outside the 24-hour/7-day window refund policy. This was agreed upon when you secured the booking. No refund is due or will be issued.
Initial Complaint
Date:03/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a round trip between FLL to CMH from 03/13/2025-03/16/2025 in spirit airlines with confirmation number NRTB7B. On the departure date (03/13/2025), I received an email saying that my flight NK 535 from FLL to CMH was delayed for more than 2 hours, and I was allowed to change the flight without any fee or get the full refund. Then, I chatted with the agent to modify my flight to the earlier one departed at 5:45pm. At that time, I only have two hours left before the departure. Normally, it takes 40 minutes from my workplace to the airport. But at that time, it needed one and a half hours. Then, I requested the agent to modified the flight to the one at tomorrow night (03/14/2025). The agent rejected and said I confirmed the change. If I need to change again, I need to pay the fee and difference. I don't accept the saying, as in the email it didn't say I only have one chance to change/refund. I missed the flight and booked the round trip on American Airlines. It's not reasonable and not my fault to cover the whole expenditures! I submitted a complaint to spirit and they offered me a $30 voucher. But they didn't answer my email for more than 7 days after I requested a full refund. My request is to get the full refund $97.89.
Business Response
Date: 03/25/2025
Hi Xinmei,

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 you booking issue in reference to your modified booking.

The email shows you were advised you can select "one of the following", it does not say you can make multiple changes. You chose to be rebooked on the next available flight and the booking was modified. Once the one modification has been processed and further cancellations or modifications are subject to policy and applicable fees.

Our records show and the photo you attached shows a reply was sent to you advising a final courtesy on 03/13/25, "As a one-time courtesy, we can move your flight free of charge. Please confirm which you wish to moved. March 14, NK393 FLL-CMH 5:45 pm - 8:31 pm or March 14, NK535 FLL-CMH 10:09 pm - 12:51 am". No response was received, and the booking was left as is.

Your reservation reflects that you did not check-in for your flight or cancel it prior to the travel dates. If a guest does not board the aircraft for any reason, the flight is automatically canceled in the system and all remaining segments on the itinerary are automatically canceled. The flights cannot be reinstated, and the airfare is non-refundable.

As a one-time courtesy 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: NRTB7B
Amount: $97.98
Expiration date: March 25, 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.
Initial Complaint
Date:03/24/2025
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 really disappointed in how spirit has been treating its reward members. I recently booked a flight with them and there was obviously a system error that switched the locations that I had originally booked. Instead of departing, I was arriving? Keep in mind this was never an issue Ive had before. I didnt realize this until I was checking in and the attendant made me aware of the issue. I was advised to call customer service and that this should be resolved. The disappointing part about the interaction is why do you guys only have three flights and all of them leave before 12 PM to a popular location like *****? I couldnt even rebook right then in there if I wanted to because theres literally no flights? Absolutely ridiculous. Then I called reservations and the entire interaction was absolutely useless. Spirit unfortunately hires people overseas that have no real authority or mobility to actually solve real issues, all they do is just completely recite the policy. Then when you ask a manager, they do the same exact thing. What is the point of having a manager if theyre just going to do and say the same exact thing? Why is there no system to help your actual members? I even asked them for a one time courtesy and they couldnt even offer that? They want me to pay to switch the flight and only offer a quarter of the refund of the money I spent on the flight?And the crazy part is the flight wasnt even completely booked, so why are you trying to charge me a fee? No common ground with your customers its absolutely deplorable. Every other airline has a better honor system.. Ive never had this type of issue which lets me know that spirit does not care about its customers nor are they interested in like resolving actual issues. They want to squeeze any possible ***** they can out of you and if spirit does not so solve and rectify this issue I Im going to be filing a chargeback the location being switched is extremely suspicious, and I wont answers.
Business Response
Date: 03/25/2025
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 secured.

It is the guest responsibility to ensure all booking to ensure all booking information is correct before securing their booking, once a booking has been secured any cancellations or modifications are subject to applicable policies and fees. The system does not make any changes unless they are guest-initiated.

Our city pairings, times, and frequency are decided by market trends and demands, seasonal changes, and aircraft/airport availability, just to name a few factors.

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

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

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

For further review, provide your confirmation code, and e-mail address used when booking your reservatio
Customer Answer
Date: 03/25/2025

Complaint: 23111146

I am rejecting this response because: MMT4HD email *********************** as I stated prior I assure that the dates were correct. It wasnt until after I booked the flight that the dates were incorrectthis was 100% a system error and the flight was booked too soon to be accommodated by the policy. Thats why Im expecting you guys to at least do a one time courtesy for your spirit members for the inconvenience cause.

Sincerely,

***** ******
Business Response
Date: 03/26/2025
Our records show you secured this booking using a third-party. Spirit and the third-party ******** you used 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.
As previously stated, it is the guest responsibility to ensure all booking to ensure all booking information is correct before securing their booking, once a booking has been secured any cancellations or modifications are subject to applicable policies and fees. The system does not make any changes unless they are guest-initiated.
Spirit does not offer courtesies for any guest-initiated cancellations, modifications or booking mistakes
As outlined and agreed upon in Spirit's Contract of Carriage, all fares, fees and ancillaries are non-refundable and non-transferable.
If you'd like to book a reservation, change or cancel a reservation, or manage travel, we recommend using ************************ - its cheaper too! If you have an issue you can't resolve here, one of the numbers below should suit your needs.
Spirit Sales and ***************************** and Domestic
You can call us Toll Free at 1-855-SAVE-555 *************) or
text us at *****, or use ************ on WhatsApp
24 hours a day/ 7 days a week
*When calling from ****** dial *********

Assistance for the hearing impaired

For TTY/TTD dial 711

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: 03/26/2025

Complaint: 23111146

I am rejecting this response because: Whichever spirit representative was hired to respond to this claim is either personally lacking comprehension skills or choosing to misunderstand me! I was literally logged into my spirit account and BOOKED THROUGH SPIRIT thats when the flight dates were changed. I have a SPIRIT members account. This was clearly stated at the beginning of my complaint. I went through ****** and Clicked the link and it takes you to the official spirit site WHICH I THEN LOGGED INTO. You cannot book on ******. And I received points for the booking so how did I book through ******?****** only shows you the flights and ********* this point, why are representatives arguing with customers instead of just doing a one time courtesy for the situation at hand? I will be filing a chargeback tonight. As you guys can see zero customer service zero resolution and they dont care about their members. Will be the last and final time I fly with spirit ever again and I will be deleting my members account. This is exactly why you guys filed for bankruptcy last year because of the terrible innate experience customers have do better.

Sincerely,

***** ******
Initial Complaint
Date:03/24/2025
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 missed an original flight at 5:20am 3/19/25 because of a vehicle problem. While I was broke down I used spirits website to book another flight, didnt realize it was a night trip. Made it to the airport and went to the ticket counter and asked if an earlier flight was available. An earlier flight was available. Asked to change my ticket to the earlier time and also asked to cancel the night flight. Agent said that they would cancel it. Made to my new flight and my destination. Checked my credit card and found I was charged for the night flight and my earlier flight. Called Spirit and said there was nothing they could do. I payed twice for one flight. I dont think its good business. I wasnt looking for any compensation for my missed flight.
Business Response
Date: 03/25/2025
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 missed flight.

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.

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.

You stated you secured a second booking after missing your original flight, these are separate bookings and are treated as such. The modification you requested would be done on the confirmation code you provided to the agent at the airport. Modifications are subject to applicable policy and fees.

Guests who miss their flight are offered the $99 same day change fee to be re-booked for the next available Spirit flight as a way to assist instead of making guests buy a brand-new flight ticket, as flights booked on the same day of travel are typically more expensive.

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

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

Have a great day!
Initial Complaint
Date:03/24/2025
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.
Hi ***, my name is ***** ****** and this morning when I woke up I noticed that my credit card was charged $1244.95 for two round-trip tickets from *** to ******* through your airline and it was not purchased by me my name is not on the reservation and I called your customer service to get a refund and they told me I have to wait 5 to 7 days to get a refund. I spoke with one of your managers in your back office named Mercy. Her ID number is ******. I explained to her that these people have cleaned out my checking account and you want me to wait 5 to 7 days with what I have to live. I have a child to feed. I need a refund and I hate that I even have to bring this to your attention, but this is not OK
Business Response
Date: 03/25/2025
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 value the privacy and security of our passengers, and we take fraud very seriously. If you suspect your credit card was compromised, kindly contact your financial institution to file a fraud claim. A bank official will direct you through the proper channels.

I hope this information helps, have a great day!
Initial Complaint
Date:03/24/2025
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.
Extremely disappointed as a spirit airline member. While booking my flight in my member account, the dates were switched and 100% believe this to be a system error. Right before I supposed to take my flight the attendant told me that the flights were locations was switched. I thought this would be an easy fix but-they only have three flights each day going to *****, non past noon which I believe to be absolutely ridiculous? Why would you not have evening flights to such a popular city? I hadnt flown yet so I called customer service as the front desk lady assured me it could be resolved. Keep in mind spirit doesnt actual hire people that have authority in the ** to fix reservation issues. They hire people outside of the ** that just sit there and re-iterate the policy. How is this helpful whatsoever? Whats the point of having a manager that wont do anything to help their customer? Managers are supposed to have access and mobility into accommodating workers during stressful times otherwise why is there even a manager? I asked-them if they had a one time policy for mistakes like this such as rebooking or credit and they wanted to charge me $100 fee for their system error? I know for a fact that when I book this flight, it was in the correct locations. Its very suspicious. They wanna charge a fee for every option possible.., they wanna charge you to rebook and they wanna give you only a quarter of your money as a refund. Do you guys not want customers? I want my money back before I do a chargeback. I even try to push the flight back a week and they still wanted to charge me a fee how ridiculous and greedy! If Spirit Airlines does not make this right I will be canceling my membership doing chargeback and never flying with them ever again. Ive never had this issue and other airlines and have realized that their flights are cheap but they will do everything and anything to get extra money out of u even if its their mistake I want this fixed immediately via refund.
Business Response
Date: 03/25/2025
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 secured.

It is the guest responsibility to ensure all booking to ensure all booking information is correct before securing their booking, once a booking has been secured any cancellations or modifications are subject to applicable policies and fees. The system does not make any changes unless they are guest-initiated.

Our city pairings, times, and frequency are decided by market trends and demands, seasonal changes, and aircraft/airport availability, just to name a few factors.

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

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

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

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

Have a great day!
Initial Complaint
Date:03/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Sunday, March 16, 2025, Spirit Airlines abruptly canceled my flight from *** to PNS just 40 minutes before boarding. I was already at the gate when we were informed that the flight would not depart due to a lack of available staff, despite the aircraft being present and ready to go.Upon attempting to rebook, I was shocked to learn that Spirit had also removed all flights to *** for Monday and Tuesday, making the next available flight not until Wednesday afternoon. At the gate, I was advised to contact Spirits customer service for better rebooking options. However, multiple calls left me on hold for over 40 minutes each time, and an online chat with their representative ultimately confirmed that no flights were available before Wednesday.Spirit offered me a ticket refund of only $55 and, an additional $30 in compensation, which was entirely inadequate given the circumstances. Left with no alternative, I was forced to purchase a new ticket with another airline for $320.18, the most affordable option at the time, requiring a long layover. Other available flights exceeded $600. Additionally, since *************** is not my home, I had to incur further expenses, including: Lyft: $21.27 and Hotel: $122.90 Spirit later claimed the cancellation was due to weather conditions, which is demonstrably false. Both *** and *** had VFR conditions on March 16, with no *** or *********************** advisories requiring commercial flight cancellations. All other airlines at *** and PNS operated their flights as scheduled, with only Spirits flights being canceled.I have been a frequent Spirit Airlines customer for years, and despite this experience, I would be open to accepting compensation in the form of a travel voucher for future flights. Given the circumstances, I am seeking a minimum compensation of $464.35, either as a refund or a voucher, to cover the direct expenses incurred due to Spirits lack of operational preparedness.
Business Response
Date: 03/24/2025
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 truly sorry for the overall experience and for any interruption to your travel plans. I can only imagine your frustration this cancellation caused.

Your FLL-PNS flight was cancelled 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 you were provided your rebooking options, but our rebooking options did not work for you. A refund was requested and was processed on 03/17/25 back to the original form of payment, a Reservation Credit. $55.69 was issued back as a Reservation Credit. there is no further credit due. The details of your credit, including how it can be used, can be found below.

Your reservation credit:
can be used for multiple bookings until the full value is used
can be applied toward airfare, bags, seats, vacation packages, taxes, and fees
can be redeemed by any Guest linked to the original reservation
can be redeemed via ************************** or by calling Spirit reservations at ************
is valid for trips booked within 365 days of issuance on any flight dates available in the system
Reservation Code: ?YGZY2Y

Amount: $55.69

Expiration date: March 17, 2026
(Travel does not have to be completed by that date; however, a new reservation must be secured).

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

Since this cancellation 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 a Future Travel Voucher was 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 ************.

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:03/23/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** attempted to purchase the checked bags for $35 each way, that was initially displayed to me. The site didnt let me. Ive contacted Spirit right afterwards, no assistance. I was told to re attempt purchasing them with the flyer discount. I was unable to purchase the bags with the membership after multiple attempts. An error message populated repeatedly. I believe this is something the company programmed, to over charge their customers on baggage fees. Its shameful to not accommodate customers honoring the price that was initially displayed. I would like to be refunded the difference.
Business Response
Date: 03/24/2025
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 when adding ancillaries to your booking.

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

To better assist you, provide your confirmation code, and e-mail address used when booking your reservation. We also request proof of the prices you stated were displayed.

Have a great day!

Business Response
Date: 04/14/2025
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.
As previously state, to better assist you, provide your confirmation code, and e-mail address used when booking your reservation. We also request proof of the prices you stated were displayed.
Customer Answer
Date: 04/25/2025
Heres the requested information with the baggage pricing shown above. Email ***********************
Business Response
Date: 04/28/2025
As previously state, to better assist you, provide your confirmation code, and e-mail address used when booking your reservation.

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