Complaints

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

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• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  1 Harborside Dr Boston, MA 02128

• 

  Spirit Airlines

  Atlantic City Airport ATLANTIC CITY, NJ 08401

• 

  Spirit Airlines

  16000 Chamberlin Pkwy Fort Myers, FL 33913-8873

• 

  Spirit Airlines

  Mankato, MN 56001

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:03/24/2025

  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. 

• 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.