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

4,298 total complaints in the last 3 years.
1,047 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:03/23/2025
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 have FREE SPIRIT NUMBER **********.I booked a reservation with confirmation # KH378S. The points were not added to my account. I was told by a prior Spirit representative that the points will be added once the trip is completed. However, a different representative walked back this statement and said the points will not be added.I am requesting that the points for confirmation # KH378S be added to my account. Thank you.
Business Response
Date: 03/24/2025
Hi Avi,

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 adding your Free Spirit account number.

Upon review, our records show that the Free Spirit account number you provided is for you and not the listed guest on this booking. You cannot earn Free Spirit points for a booking you are not traveling on.

For future reference, I have included the link below for you to request your missing points.
How can I request missing Free Spirit points for a flight that Ive already flown? Spirit Support

Remember, points can only be awarded to the Guest who traveled on the flight. Missing Free Spirit points must be requested within 30 days after the flight.

Have a great day!
Initial Complaint
Date:03/22/2025
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 have had a credit of $58.99 through Spirit Airlines because I booked a flight before and I had to drive instead of fly when my grandma passed and I had to go there and take care of my grandpa. Well now every time I go to use it they don't have the time of day that I need. I have spoke with customer service and supervisors about it. Last one I spoke with on March 22/2025 said her name was Patinence Mngoma and ID # ****** about the giving me my money back instead since they never have a day or time or anything I need before this expires on August 7th and they said they can't. I'm tired of them and them just scamming people and this isn't the first time. I'm done with it and turning them in and just want my $58.99 back. Thanks and thank you for taking time out of your day and reading this.
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 issues in reference to the booking you cancelled.

I was able to pull your reservation FGCYQF, our record shows that this reservation was cancelled as requested on 08/24/24. A full Reservation Credit was issued, and an email confirmation of the guest-initiated cancellation was sent to the email address on file. As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable.

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: ?FGCYQF

Amount: $58.99

Expiration date: August 28, 2025
(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: ******************************************************************************************************************************

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 Mexico dial *********

Assistance for the hearing impaired

For TTY/TTD dial 711

Have a great day!
Initial Complaint
Date:03/21/2025
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 contacted Sprit Airlines About A pending fraudlent charge on my account. April of 2024. My Prepaid Credit Card. Ending in 2412 was charged $913.00. I told them i dont use their airline. Now mind me these tickets are purchased under some one else name. I have been reaching out to them for a whole year. And have giving me nothing but the run around. All im asking for is a cash refund. They are giving me credit f I r something that i didnt do. Im Senior Citizen living on a budget.
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.

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.

If you have any further questions or concerns, you can reply to this thread. Be sure to include the confirmation code of the trip in question and any supporting documents.

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

Complaint: 23097848

I am rejecting this response because: Spirit Has already gave my ******************* the run around Which is a prepaid card Company. So thats why they are refusing to refund me my $913.00 for a flight that i didnt book and they knowvi didnt. Im a senior citizen i have been put to the ringer for a year.

Sincerely,

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

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:03/21/2025
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 purchased a flight on January 4th, 2025 for flight on February 13th, 2025 for Spirit Airlines. I am active duty military, and on January 28th, I was notified that I would be needed for a deployment in February and therefore would need to cancel my flight. I notified Spirit and requested a refund and cancellation, and sent them a copy of my orders via online chat. The agent said my orders were not acceptable and would require a letter from my commanding officer. I then obtained a letter from my commanding officer confirming my deployment and requested a refund and cancellation and submitted via chat on January 30th. The agent told me that since my deployment was not longer than six months, I was not entitled to a refund and could only receive a credit for the flight to be used within one year. I inquired how to apply the credit and I was told to use my same confirmation number and that my flight for February 13th would be canceled. On March 20th, I noticed I hadnt received any confirmation from Spirit and inquired via online chat about my credit. I was told that my request for a refund was rejected and I was a no show for the flight therefore I was not entitled to a refund or credit. I notified the agent of my previous conversation and they said if I did not provide a screenshot of the conversation then I would not receive a credit. I explained the situation once again and the agent said they saw my document about my deployment but that it was rejected. I find this entirely unacceptable because I notified Spirit prior to my flight of my deployment, and they also made the process extremely difficult which further added to stress of my deployment and put further financial strain on me. The fact that the agent also saw my request prior to my flight but claimed I was a no show further exemplifies that they simply want to take my money and make it as difficult as possible to get a credit or refund. As a military member, this is extremely insulting and disappointing.
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 so sorry that the level of service you received fell short of excellent. We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. 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.

In order to review your cancellation request, you need to submit your Military Orders/Documents for review. The documentation must include:
- Organizational Letterhead
- Issued date
- Name of the service member (must match the guest on the reservation)

A reservation credit for the value of the flight will be created for the passengers who didnt/cannot travel.

As soon as it's received, we will review it and provide a resolution.

Kindly attach the required documents as PDF, JPEG, or PNG of the files for review.

As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable.

We're always eager to help and make sure that our Guests' needs are attended to. I look forward to your correspondence.
Customer Answer
Date: 03/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:03/20/2025
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.
We checked in online. We waited for hours, no flight. My son lost a very important opportunity where coaches were waiting to watch him play in hopes of getting a full basketball scholarship. We contacted the coach about him going to be late and we were informed that he will be disqualified to play. The gate attendant informed me that they cannot access the system to make any changes, and if decide to no longer travel due to the delay a a refund will be issued. The police put up barricades and no one was allowed to go to the main spirit desk, therefore a chat message was sent to spirit, we have not been able to contact them via phone. Spoke to spirit via text today to book a new reservation with the credit and was informed there is no credit as my son was a no show. I told her that I received credit for the other fairs on the previous flight on same day. I was directed to file a complain after requesting a supervisor. We want equal treatment and our refund.
Business Response
Date: 03/24/2025
Hi Kenosha,

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 missed 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: 03/25/2025
Hello Spirit Airlines

below is the reservation # is TPSJ5U? The name on the reservation is ****** ******, he is my 17yr old son. We were all traveling together but we bought his ticket prior to ours on the same day. The Email used is ***************************
Customer Answer
Date: 03/26/2025

Complaint: 23096521

Hello Spirit Airlines

below is the reservation # is TPSJ5U? The name on the reservation is ****** ******, he is my 17yr old son. We were all traveling together but we bought his ticket prior to ours on the same day. The Email used is ***************************

Sincerely,

Kenosha ******
Business Response
Date: 03/27/2025
$61.00 has been refunded for the missed ATL-FLL flight. $61.00 was refunded back to the **** ending in 4257. Refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please
be advised that once a refund is issued, we are no longer in possession of the funds.
Initial Complaint
Date:03/20/2025
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 bought shares from Spirit Airlines to invest, even though they were going into hard times I decided to whole and not sell my stocks because I believe they will bounce back from their bankruptcy March 13, 2025 They froze the option to sell or buy. I cannot withdraw the money I had invested without warning they Sold my stocks did not Contacted me for anything Ive been trying to see if I can get help to keep telling me that they dont Have a phone number for someone I can reach out to and talk to. I just want my money back at this point.
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.

As a result of the chapter 11 restructuring, all of Spirit's common stock outstanding prior to our emergence from chapter 11 was cancelled and has no value. Consistent with our chapter 11 Plan of Reorganization, no new securities will be issued to the holders of such common stock.

Have a great day!
Customer Answer
Date: 03/24/2025

Complaint: 23095819

I am rejecting this response because: spirit airline decides to make their own stock worthless doesnt mean they get to take money that I am invested and trusted on them imagine owning stocks from a company that decided and without warning make them worthless. Its robbery.
Sincerely,

******* ********
Business Response
Date: 03/26/2025
You would need to reach out to our investor Relations Team for further assistance at, ***********************************************************************

Have a great day!
Customer Answer
Date: 03/26/2025

Complaint: 23095819

I am rejecting this response because:
it did not help me out
Sincerely,

******* ********
Initial Complaint
Date:03/20/2025
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.
Hello, this is the issue I had with spirit and I have sent a more detailed version of this to spirit customer support with no help received so ****** date I have not been contacted with any resolution, or help at all for that matter whatsoever.Please keep in mind I have summarized to adhere to character limits and have attached a PDF that was sent to customer support.On 3/16/25, ********************** flight #*** was canceled due to what your company falsely labeled as weather. However, per the pilots announcement, we were simply waiting for a less congested routewhile other flights were actively taking off around us. After over an hour on the tarmac, we were told refueling was necessary but would be quick without deplaning. Instead, we were forced off the plane upon returning to the gate due to a so-called *** regulationsomething your staff only acknowledged at that moment.This resulted in:A forced flight rescheduling that cut our trip in half, leaving us stranded with no reasonable alternative.Out-of-pocket costs: $183.61 for a hotel room and $290 lost from our prepaid stay at the ***********. And additional costs that we have not yet been able to ************** compensation, no rebooking on another airline (standard industry practice), and no food, water, or basic customer courtesy during a six-hour ordeal.Your Newark supervisor, ****, blatantly lied, insisting we received water and snacks when over 100 stranded passengers confirmed otherwise. Spirits responsedeflection, misinformation, and refusal to acknowledge faultdemonstrates clear negligence.We demand a full refund for our flights and reimbursement for all incurred expenses. If Spirit fails to rectify this, we will escalate to the **** ***, and third-party investigators to challenge your fraudulent weather claim.Sincerely,******* Doall
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 EWR-LAS 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 rebooked on the next available flight and travel has been fully boarded and completed. Spirit does not issue refunds for services rendered.

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 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.

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: 03/29/2025

Complaint: 23095576

I am rejecting this response because:

Whoever typed the last message I received ignored entirely how it was announced to a plane full of people that we (could) take off but instead chose to wait for a less congested flight path. Whether this was TRUE or FALSE is beside the point because there is no reason for a plane full of people to be briefed on things that aren't true.
Choosing to wait (despite wether conditions) is NOT due to weather. The people I traveled with, as well as me, feel nothing short of robbed because of Spirits OWN decision (mind you) to label this as due to weather, all this so they could legally adhere to a customer negligent policy that is not supposed to be followed had they admitted the actual reason the flight was canceled. Which was due to BOTH airline and employee error.
In addition, we are rejecting your offer as your $30 travel vouchers are useless, considering we will never fly with your airline again and will be convincing others to do the same.
I dont believe the **** the *** (or Spirit, for that matter), would go through the trouble of checking black boxes or even transcripts (including the PA system) over an issue as minor as this. However, IF they did, all of my statements would align precisely with said transcripts, which is exactly why.

Your company needs to be investigated.
You need to be held accountable.
You will face judgment.
You will be hearing about this in the future.
Sincerely,

******* Doall

Customer Answer
Date: 03/29/2025

Complaint: 23095576

I am rejecting this response because:

Whoever typed the last message I received ignored entirely how it was announced to a plane full of people that we (could) take off but instead chose to wait for a less congested flight path. Whether this was TRUE or FALSE is beside the point because there is no reason for a plane full of people to be briefed on things that aren't true.
Choosing to wait is NOT due to weather. The people I traveled with, as well as me, feel nothing short of robbed because of Spirits OWN decision (mind you) to label this as due to weather, all this so they could legally adhere to a customer negligent policy that is not supposed to be followed had they admitted the actual reason the flight was canceled. Which was due to BOTH airline and employee error.
In addition, we are rejecting your offer as your $30 travel vouchers are useless, considering we will never fly with your airline again and will be convincing others to do the same.

I dont believe the ***, the *** (or Spirit, for that matter), would go through the trouble of checking black boxes or even transcripts (including the PA system) over an issue as minor as this. However, if they did, all of my statements would align precisely with said transcripts, which is exactly why.

Your company needs to be investigated.
You need to be held accountable.
You will face judgment.
Sincerely,

******* Doall
Business Response
Date: 03/31/2025
As previously stated, in your situation, I do see you were rebooked on the next available flight and travel has been fully boarded and completed. Spirit does not issue refunds for services rendered.

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 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.
Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.
Customer Answer
Date: 04/11/2025
Its unbelievable it was determined that a $30 voucher is a good faith reimbursement for over $500 of total loss due to fraudulent reasoning as to why a flight was canceled. Ive explained multiple times that the CAPTAIN ON THE AIRCRAFT said we could take off, and said he was CHOOSING to wait for a less crowded flight path. This is the fault of spirit airlines and not its passengers.
I still continue to believe that your lack of honestly one way or another, IS reasoning for reimbursement as your policies about how to treat customers are not applicable unless the flight was actually canceled due to weather.
If we did at ANY point did have the opportunity to take off. Which was stated BY YOUR EMPLOYEES THAT WE DID. You are 100% on the hook for reimbursing everybody on that plane, and if it is the better business bureaus intention as well as spirits to throw this under the bus, I will have to find other methods of obtaining my reimbursement as well as that of the other people who had the displeasure of working with anybody who had the opportunity to do SOMETHING morally correct throughout the process of this entire case.
Initial Complaint
Date:03/19/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a scheduled flight on 3/18/25 at 7:05 PM EST - confirmation # HN746A. This flight was delayed by the airline (30+ minutes) due to the crew not being able to locate a missing life vest. Due to this delay, I missed my connecting flight scheduled to depart ******************** 3/18/25 at 10:06 PM.The crew was well aware of several passengers needing to catch their connect flight, but failed to notify the connecting flight of the delay to allow us time to deplane & board the new flight. I arrived at the connecting gate at 10:05, along with 5 other passengers, to find that the flight was just leaving the terminal.If the connecting flight would have been notified, the missed connection could have been avoided.Although Spirit automatically rebooked my flight for the following day- 3/19/25 at 9:10 PM, it was delayed again by 45 minutes (departing 9:58).These referenced delays caused me to incur additional fees of $150 between lodging, meals, and transportation.I attempted to contact spirit 10 times overall via phone(5), in person (2), online (3), but received no assistance or compensation for the inconvenience and being stranded in an unknown city at night.I am seeking compensation of $150 incurred by delays caused by Spirit Airlines.I was initially told the airline couldn't do anything to help me, but one of the 5 other stranded passengers received compensation for fees they incurred due to this, so I am fully aware that Spirit can rectify this issue & provide some sort of financial relief.
Business Response
Date: 03/24/2025
Hi Denuel,

Thank you for reaching out to Spirit!

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

I'm truly sorry for the overall experience and for any interruption to your travel plans. I can only imagine your frustration. Delays and irregular operations, although rare, do occur. Please know that we never want to interrupt our guest's plans. We do all that we can to leave on time, but the safety of our guests and crew will always come first.

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 misconnection. 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: 03/31/2025
Hello,
Please see the attached documentation requested by Spirit Airlines.
Customer Answer
Date: 03/31/2025
Hello,
Please see the attached documentation requested by Spirit Airlines.
Customer Answer
Date: 03/31/2025
Hello,
i forgot to add in the previous note/ attachments that the overall amount I had to spend as a result of the delay was $193.09, not $150.
Thus, based on this I am seeking compensation for $193.09.
Initial Complaint
Date:03/19/2025
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.
Book a flight with spirit airline on march 5, 2025 (BRUZPB) and cancelled said flight one hour after booking. Spirit airline has not refunded me even though flight was cancelled less than 24hrs after booking. Instead I was told I was going to get a $33 refund and that was given as a credit not back to original payment method.
Business Response
Date: 03/21/2025
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.

I was able to pull your reservation BRUZPB, our record shows that this reservation was secured on 03/05/25 for same day travel, this was automatically outside of the 24-hour/7-day refund window.

On 03/05/25upi cancelled as requested via the Spirit website. The cancellation fee was applied, Reservation Credit was issued for the balance, and an email confirmation of the guest-initiated cancellation was sent to the email address on file. As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable.

Have a great day!
Initial Complaint
Date:03/19/2025
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 3/19/2025 I arrived at DTW aprx. 4:30 am, with a pre-purchased checked bag. There was a huge crowd and a big plastic divider, & smaller crows. My ************ stood in line, where I thought I could turn in my pre-purchase bag. 20+min in line, a employee for spirit named Mans, asked me if I had a pre-paid bag, I said yes, so he told me to leave my current line, self print my bag tag & join a new line on the other side, my current line was only people needing to still pay for their bag. I printed a tag at 5:09 am, my flight left at 6 am. I waited in the new line, and across the plastic divider, in the old line I overhear a male spirit employee, say if you going to ****** come to the front, I was very far away, I figured their line is longer, and the worker wanted to get them done first since our flight was coming up & they hadnt paid yet. Their line was longer & I was next in my new line, plus no one running the new line mentioned Cancn, so I reasonably thought I was fine. I looked at the woman running my line she said nothing. When I gave her my bag it was 51.6 pd. I took out a hair dryer then she told me it was too late to check my bag because its 5:25 am. The gate closed at 5:45. I had been in line to check my bag since 4:30, and printed the bag tag at 5:09 am due to being asked to leave my line and move to a different line. I was confused. It turns out the employee on the other side summoned for Cancn and I was to assume that subtle summons was for my line too, according to the supervisor even though two separate check in scenarios were divided by a divider and I was no where near his side. Yes I could have gotten there earlier but I am a paying ************ could have easily made that flight. I will never fly spirit again. I had to miss my 1st day of vacation, pay $200 extra dollars because of the lack of customer service. If my check in would have said checked bags must be checked 1 hr prior to departure, I would have been there way earlier.
Business Response
Date: 03/21/2025
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:
*****************************************************************************************************************************

To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.

Have a great day!
Customer Answer
Date: 03/21/2025

Complaint: 23086226

I am rejecting this response because: Hello, I checked in for the flight 3/18/2025 at 8:48 am, which is why once the customer service representative moved me from one line, to another to print my own boarding pass, the system allowed the pass to be printed at 5:09 am, within 60 minutes of the international check in window.

Had I stayed in my current line, I would have been summoned to the front for the Cancun flight, presented my boarding pass, and the employee would have printed my bag tag, and checked my bag.
At that point, I would have made it through security & the gate, just like the other people still in that line, to still purchase their bag, who made the flight.

Sincerely,

******* *****
Business Response
Date: 03/24/2025
Our records show you were previously assisted by our ************ Team. Your concerns have been thoroughly addressed, and our position remains unchanged. To reiterate, 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:
*****************************************************************************************************************************
It is documented that you distributed disruptive behavior. You were rebooked on the next available flight and travel has been fully boarded and completed. Spirit does not issue refunds for services rendered. If you have nay further questions or concerns, you can reply to the ************ Team.
Customer Answer
Date: 03/24/2025

Complaint: 23086226

I am rejecting this response because:
Hello, never once I have disruptive behavior. I never raised my voice, once, used a curse word, or was disrespectful. Not once. Your supervisor was extremely harsh and defensive and talked over me, told my daughter I dont talk to children, and I was respectful. It took me 30 seconds to remove a hair dryer from my bag, and had spirit been organized I could have the flight, it was well before 5:45, the gate was straight across from ***, and no one was at security hardly at that time. I would not be disruptive in front of my daughter then proceed to file a BBB complaint. The supervisor used her power to form a false narrative to protect her own leadership skills from being evaluated. If it didnt work out for me, and I got the short end of the stick, thats ok because I will no longer fly spirit airlines, and soon many more will see the value of good customer service, and not rely on this airline to be collaborative and help customers by being organized and understanding.

Sincerely,

******* *****
Customer Answer
Date: 03/25/2025
Hello, the BBB response is misleading, it is trying to paint me as angry and erratic and that could not be further from the truth. I sent spirit customer service a direct message on social media to keep the matter private. It seems like spirits tactic was to appear as if they made a good faith effort to have my complaint closed, and one way to do that was to out the blue make a false claim that I had disruptive behavior, to make it seem like therefore I was assisted, by even allowing me to purchase a new flight change, instead of kicking me out of the airport. That is so dishonest and down right low for spirit to use such a deceptive and dirty tactic to have my complaint closed. This was not at all true. I requested the supervisor and patiently waited for one, and stayed out of the way on the phone. I was not happy but I was conscious of others, respectful saying please and thank you, genuinely curious about how to solve the problem, and at my most devastated purposely kept my voice down, comforted my daughter and quickly moved out of the way to allow others to be assisted. I was no where near disruptive, combative or aggressive, in fact the supervisor came out with an aggressive controlling dominating and dismissive demeanor. My daughter softly said but someone told us to move and she snapped at my daughter and said uh uh, no, I talk to children. How mean and nasty. She is framing me to be disruptive when she actually heightened the situation to try and incite a angry response from me so spirit did not have to take accountability for their part in helping me make my flight, and they used that tactic despite me never being disruptive. I knew I was at her mercy so I would would not be disruptive or disrespectful, neither was my daughter. No empathy was shown and it was like talking to a brick wall. That is the truth, I have not stretched the truth or told one lie and I never blasted spirit on social media, I just went there because the phone **** did not seem to be knowledgeable or have the ability to understand my situation or help me.

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