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

4,275 total complaints in the last 3 years.
1,028 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:03/20/2025
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.
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.
DATE OF TRAVEL: 3/12/2025 FLIGHT NO: NK611 RESERVATION: IETU6Y I purchased bottle of Dasani Bottled Water onboard the flight from *** to DFW, the agent said it would be $4, but I see I have been overcharged and the amount posted on my credit card is $13.Request to refund the overcharged amount.
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.

Spirit's onboard purchases are managed by a third-party vendor. Please refer to the link below, for a breakdown of your receipts regarding onboard purchases.

Spirit Airlines e-Receipt

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

Complaint: 23085280

I am rejecting this response because:
There is no receipt available for my payment made to spirit on this provided URL (*************************************************) by spirit customer service.
Attached proof of no receipt available at Spirit end.
Neither Spirit is providing receipt nor giving explanation of over charge nor refunding the money.

Sincerely,

********* Parakate
Business Response
Date: 03/27/2025
If there is no receipt showing, then you would need to contact your financial institution for further assistance. All onboard transactions are managed by a third-party vendor. Please refer to the link below, for a breakdown of your receipts regarding onboard purchases. If nothing is showing, then there is no record.
Customer Answer
Date: 03/27/2025

Complaint: 23085280

I am rejecting this response because:
Your Spirit employee made charge on my credit card and not third party vendor. Attached proof shows charge made by Spirit Airlines and not third party vendor.. ************ are flawed and not working to generate receipt of the money you have charged, for that bank is not responsible to generate reciept.
If you have don't have receipt or proof that I purchased anything from you and still holding my money, you should have the basic courtesy to refund the money immediately.

Sincerely,

********* Parakate
Business Response
Date: 03/28/2025
The below link was sent to the guest in our initial response. I also typed in out in case the link is not registering in the BBB portal
Spirit Airlines e-Receipt
****************************************************
Initial Complaint
Date:03/18/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a flight for our family on 01/12/2025 for a flight on 3/18/2025. We had our first flight from *** to LAS. The flight was delayed over 5 hours, which would have made us miss our connecting flight home. I confirmed with the gate agent that the flight from *** to LAS was not delayed due to weather. Although even if it was weather related, I should still get a refund for baggage that was not carried by Spirit. They rebooked us on a delta flight (with no notification except when we got to the airport by the gate agent). Had to wait at the airport over 5 hours for our new flight. We book flights and 1 bag on the flight. When they rebooked us with delta, they did not book a bag for us, even though we bought one for $59. I looked up the policy on US **** of transportation which states,A consumer is entitled to a refund of fees paid for an optional service (for example, baggage fees, seat upgrades, or in-flight Wi-Fi) if the consumer was unable to use the optional service due to a flight cancellation, delay, schedule change, or a situation where the consumer was involuntarily denied boarding. I asked spirit for a refund of our bag fee only, as I was okay not getting a refund on our flight since we were still flying. The manager on chat ended up saying we dont show you booked a bag on our flight, even though the gate agent from Spirit confirmed I did, and I had my itinerary showing the bag. They ended the chat and did not allow a refund even though they did not take my bag at all. I was only speaking reimbursement for my bag, and not the flight portion of my ticket. The manager from spirit I spoke to was ********.
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 bag fee.

When a guest is rebooked on another airline ancillaries do not rollover nor are they covered.

I have just issued a refund for the checked bag fee. $59.00 has been refunded to the MASTER card ending in

3453. 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.

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

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:03/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a flight from ********* to **. When trying to look at baggage options, I saw there were no carryons allowed on the flight. I then had to check my bag. I had one bag, and tried to pay for checked bags for both flights there and back. I saw that I had two bags total, which was $170. I thought that was extremely expensive but paid it anyway. When I got to the airport they printed two baggage claim stickers. I only ever needed one. The agent said that Spirit would refund my extra bag I just had to call them. I never needed two bags per flight and thought I was only purchasing one bag per flight. I chatted with customer service agents yesterday (3/17) and they said they would refund one of the purchases. I never got a refund. I contacted them today and they said I was issued a credit, not a refund. I haven't even flown home yet, and I'd like the extra bags removed. They have refused to issue me a refund. I don't plan to fly Spirit airlines ever again, and I don't need the credit. I would just like $85 returned to me since I only had one bag and never needed the second. Their website needs to be much clearer during the reservation process. My reservation was RR3VQH.
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 know how frustrating unexpected charges can be and I apologize for what happened. I've reviewed your account and I see that you booked through a third party. As we are separate entities, each responsible for the services offered, we have no control over how the third party displays our optional services on their website. For this reason, once your reservation is secured, we send you a follow up e-mail regarding your reservation and how to add on optional services.

As a one-time courtesy, I have reversed the Reservation Credit you were issued and issued a refund. $85.00 has been refunded to the **** ending in 6972. 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.

Have a great day!
Initial Complaint
Date:03/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 6 flights from Spirit Airlines leaving from *******, ** to *********, ** for a total of ******. The flight to ********* had a layover in ***********, **. On March 16, we boarded the flight and it was severely delayed. We ended up missing our layover because Spirit was delayed. We then talked to Spirits customer service in ***********, ** and they sent us back to *******, ** in order to rebook us on another flight that night to get us to *********. We went back to ******* and waited and after several hours, Spirit cancelled the flight. We spoke to customer service in ******* to get a refund and were told we would get a full refund in the amount of ******. They told me to follow up with Spirit in a couple of days and we did. At that time spirit initially told us they would process the full refund and to follow up if I didnt get an email stating that. I did not get an email so I followed up with Spirit again and was then told Spirit would only provide a partial refund because we had boarded the flights to ***********, ** and back to *******. I asked for a supervisor and was transferred to someone named ********* who then told me that they could not provide a refund due to their policy. I asked to speak to her supervisor and was denied that request. ********* was also antagonistic and refused to do anything further. This is all captured in the messages with Spirit that Spirit and BBB can review. I am now out ******. Spirit is keeping my money even though they didnt get me to my destination and me and my party did everything Spirit asked. We missed our original flight because Spirit was late, not because we did anything wrong. It is wrong that Spirit would keep a customers money without providing the service we paid for - which is a flight to and from *********. I am requesting BBBs help in getting the rest of my refund and can provide access to all my communications with Spirit where they misrepresented that they would provide me a full refund
Customer Answer
Date: 03/19/2025
The pdf attachments are 1) the original flight confirmation with total cost of ******, 2) email from spirit cancelling the flights and expressly stating that I'm eligible for a refund. The other attachments are from the conversations with Spirit's agents.
Business Response
Date: 03/19/2025
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 recent experience in reference to your cancelled flight.

I found that your 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.

Upon review, I was able to see that a refund was already issued to you on March 17, 2025, in the amount of $276.78 & $344.94. The refund was issued back to the MASTER card on file ending in 6478. Please note 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.

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: 03/19/2025

Complaint: 23082647

I am rejecting this response because: Spirit is still refusing to refund me for money spent on a flight they did not complete. They are keeping my money for a flight to and from ***********, which was never my original destination. I was flown there by Spirit after a delay. Once there, Spirit sent me back to ******* and then cancelled my flight altogether. All I did was lose a day. Spirit never got me to destination. To charge me for a flight that was never my original destination is taking money they did not earn since they never provided me with the service I paid for. Spirit is in effect saying that customers have to somehow be able to predict weather or any other delays if they are on a connecting flight with Spirit because Spirit will not take responsibility. They will charge regardless of whether they get you to the destination you paid for or not.

Sincerely,

***** *******
Business Response
Date: 03/21/2025
You booked a connecting flight. You boarded and completed travel on your MCO-MCI flight. Your other connections were refunded. There is no further refund due. Spirit does not issue refunds for services rendered.

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:03/18/2025
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.
Purchased a flight to ********* but was unable to make it due to falling ill right before my trip. I prefer a refund to my original credit method but Spirit only refunded me as a trip credit for a future flight. I want to turn that option off so I can either get it back to my original payment method or use my flight insurance to have it refunded since it was an emergency reason. I even have a doctors note.Flight Confirmation #: NGIJKI
Business Response
Date: 03/19/2025
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 om reference to your 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 NGIJKI our record shows that this reservation was cancelled as requested via the Spirit website. 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.

Spirit and the trip insurance company you used are two separate entities, each owned and operated individually.

Spirit had no control over the amount awarded once the claim process has been completed through their offices. You will have to coordinate with them directly.

Have a great day!

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