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

4,272 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:03/18/2025
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.
- August 6, 2023 Php5,056.46 - Philippine Pesos - August 10, 2023 Php3,451.25 - Philippine Pesos - Total of Php ******** Philippine Pesos - The business confirm that the size of my luggage do not have any handcarry fee for my flight going to ********* ******** but all of a sudden they rebill me. I disputed it with my card company but the they rebill me after 2 years.
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 a disputed bag fee charge.

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

Have a great day!
Customer Answer
Date: 03/23/2025
My email address use is ******************************* it was booked through expedia but the baggage fee was billed by spirit directly at the airport.

NK2330 LA to Baltimore Aug 6, 2023
NK2329 ********* to LA Aug 11,2023
Customer Answer
Date: 03/23/2025
My email address use is ******************************* it was booked through expedia but the baggage fee was billed by spirit directly at the airport.

NK2330 LA to Baltimore Aug 6, 2023
NK2329 ********* to LA Aug 11,2023
Customer Answer
Date: 03/25/2025

Complaint: 23080856

My email address use is ******************************* it was booked through expedia but the baggage fee was billed by spirit directly at the airport.

NK2330 LA to Baltimore Aug 6, 2023

NK2329 ********* to LA Aug 11,2023

Sincerely,

**** ****** Solita
Business Response
Date: 03/25/2025
There is no record of any disputes associated with the booking.

Our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, we are unable to honor your refund request. All Spirit bags and ancillary charges are non-refundable.

As outlined and agreed upon in our Contract of Carriage when securing a booking our fares, fees and ancillaries are non-refundable and non-transferable. Please know, that all Spirit bag charges are non-refundable. We appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy. 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.

We appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy.

However, as gesture of good-will, , I do see a Future Travel Voucher wasissued 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 ************.

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.
On 03/16/25 my flight from ********* to ******* was delayed from 2:44 p.m (original time) and every hour after I would receive an email for an additional hour delay up until 7:51 p.m for an expected departure time. Finally at 8:01 we boarded the aircraft to leave. After everyone boarded the plane the copilot made an announcement that they were trying to find a pilot because the pilot they were expecting was unfit to fly. We all were told to hang tight until they could find someone. Minutes later he made another announcement saying that they were told to cancel the flight and everyone would need to exit the aircraft. After making it back to Gate A11 we were being told that the flight was being canceled due to weather when the copilot had just told everyone is due to the pilot being unfit to fly. Since the flight was cancelled due to the pilot it was unfair that no one received a food voucher, hotel voucher or anything else to be accommodated for their mishap. They rebooked everyones flight for that Tuesday 03/18 and said they didnt have any flights for that Monday 03/17. This caused me to come out of pocket for food, ***** hotel and a whole new flight with a different airline because I had to do whatever it took to get back to work on time. This was so inconvenient and unfair and the gate agent had no sympathy what so ever! I need to be reimbursed for all of my fees because this was not due to weather related!
Business Response
Date: 03/19/2025
Hi Jasmine,

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 LAS-ATL 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 $227.99. The refund was issued back to the **** card on file ending in 7173. 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: 03/20/2025

Complaint: 23080740

I am rejecting this response because:
This decision is not fair, I lost so much money because of this. The copilot for the flight specifically said that the pilot was unfit to fly this had nothing to do with the weather! If that was the case they wouldnt have even let anyone board the aircraft. When it was time to take off thats when the copilot made the announcement that they were trying to find another pilot to assist. The gate agent made an announcement after everyone exited the aircraft and said this is what I was instructed to say as far as telling everyone it was weather related. Im sure there are more complaints about this same flight with the same stories! Canceling my flight and giving me the money back is not enough, make this right!
Sincerely,

******* *********
Business Response
Date: 03/21/2025
As previously stated, I found that your LAS-ATL 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 $227.99. The refund was issued back to the **** card on file ending in 7173. 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.
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.

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: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 booked a flight with Spirit and I paid a total of $267 including taxes. I flew from ******* to ******* upon arrival at the airport.I needed some assistance with a baggage and I asked the agent that was there for assistance however, she denied me the assistance And another passenger is the one who assisting me. The issue was also that there was someone else of a different complexion in a different who acted the agent for assistance, and she granted him the assistance however, when it came to me a person who is black, she denied me to serviceand stated could I not read I would like to be Refunded for the experience, not only for the bad experience, but due to the discrimination that I received.
Business Response
Date: 03/19/2025
Hi Sonica,

Thank you for reaching out to Spirit!

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

I am sorry to hear about your booking issue in reference to your experience at the airport.

Spirit agents are not at the carousel, they are in the baggage office. If a guest requires assistance at the baggage carousel there is staff at the airport to assist, they are hired by the airport not Spirit.

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

Have a great day!
Customer Answer
Date: 03/19/2025

Complaint: 23079984

I am rejecting this response because:

Sincerely,

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

I am writing to formally reject your recent response regarding my complaint and to reiterate my request for a full refund due to the discriminatory treatment I experienced .

As I previously stated, I was subjected to unfair and unacceptable treatment that was clearly discriminatory in nature. denial of service, different treatment compared to others, offensive comments, etc.]. This experience not only violated my rights as a customer but also left me feeling disrespected and unwelcome.

Your response to my initial complaint failed to adequately address the issue, nor did it acknowledge the harm caused. Given the circumstances, I find it unacceptable to support a business that allows such practices to occur. Therefore, I am requesting a full refund of as a necessary step toward resolving this matter.

Business Response
Date: 03/21/2025
As previously stated, Spirit agents are not at the carousel, they are in the baggage office. If a guest requires assistance at the baggage carousel there is staff at the airport to assist, they are hired by the airport not Spirit.

For further review, provide your confirmation code, and e-mail address used when booking your reservation. Failure to provide the required information will result in us not being able to assist.
Customer Answer
Date: 03/21/2025

Complaint: 23079984

I am rejecting this response because:

Sincerely,

Sonica Joseph

For reference, my confirmation numbers are SKPUVM and RMKFGT. I request that you review the footage to investigate this matter thoroughly, as it should provide further details about what transpired.

I expect Spirit Airlines to address this issue seriously and provide a response regarding the actions being taken. Please confirm receipt of this complaint and inform me of the next steps at your earliest convenience.

Business Response
Date: 03/21/2025
SKPUVM is a cancelled booking and not relevant to your complaint.
RMKFGT- shows you were previously assisted; your concerns were thoroughly reviewed, and our position remains unchanged. To reiterate, travel has been fully boarded and completed. Spirit does not issue refunds for services rendered. As a gesture of goodwill, you were issued a $30 Future Travel Voucher, 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 nor issue a refund.
Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.
Customer Answer
Date: 03/21/2025

Complaint: 23079984

I am rejecting this response because:

Sincerely,

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

Dear Spirit Airlines Customer Service,

I am writing in response to the $30 credit offered regarding my recent complaint. I respectfully decline this credit, as I have no intention of flying with Spirit Airlines again due to the discrimination I experienced. Furthermore, I feel that the response to my complaint did not adequately address the seriousness of the incident.

I expected a more thorough investigation and meaningful action to be taken regarding the behavior of your agent. A $30 credit does not reflect the gravity of the situation or the impact of the discrimination I encountered.

I request a formal response outlining what specific steps Spirit Airlines is taking to ensure that such incidents do not happen in the future. I look forward to your prompt reply.

Business Response
Date: 03/24/2025
As previously stated, SKPUVM is a cancelled booking and not relevant to your complaint.
RMKFGT- shows you were previously assisted; your concerns were thoroughly reviewed, and our position remains unchanged. To reiterate, travel has been fully boarded and completed. Spirit does not issue refunds for services rendered. As a gesture of goodwill, you were issued a $30 Future Travel Voucher, 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 nor issue a refund.
We have carefully reviewed your complaint and our resolution remains unchanged. There will be no further correspondence regarding this matter
Initial Complaint
Date:03/17/2025
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 to cancel my flight due to getting Covid and I asked Spirit customer service to cancel my flight and refund me! They wont even give me the full credit refund! Im asking them to make a 1-time exception and refund me fully! Confirmation: SGWBGI
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.

Im sorry to hear about your medical emergency that prevented you from boarding your original flight.

I kindly request a copy of any documents showing a COVID positive result with your name and date, so we can issue the proper reimbursement for the affected flight. Please note we do not accept at- home tests.

Kindly attach the requested documents as PDF, JPEG or PNG. No other formats will be accepted.

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

We look forward to hearing from you soon.
Customer Answer
Date: 03/19/2025

Complaint: 23079383

I am rejecting this response because:

I sent in my test! And a doctor note! Please refund me! This is outrageous I have to jump through these hoops! No other airline would do this!!!

Sincerely,

Will *********
Business Response
Date: 03/20/2025
In accordance with our previous exchange, Spirit does not accept at-home test.

Spirit and the other airlines are separate entities, each owned and operated individually. Spirit is not liable or responsible for other airline policies or guidelines.

Medical documentation is required. You stated you submitted medical documentation, which is false, you stated multiple times you were awaiting your doctor's office for a note. If no medical documentation is provided, the standard cancellation policy would apply.
As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable.
Customer Answer
Date: 03/20/2025

Complaint: 23079383

I am rejecting this response because:

What is the email I need to send my doctor note to? I just received it!
I deleted the chain accidentally! PLEASE EMAIL ME BACK SO I CAN SEND YOU MY NOTE!!!!!!!!!!

Sincerely,

Will *********
Customer Answer
Date: 03/20/2025
Doctor letter attached!
Customer Answer
Date: 03/20/2025

Complaint: 23079383

I am rejecting this response because:

I have already spoken with chat representative; they told me refund issued. Please email me confirmation. I attached and uploaded doctor letter.

Sincerely,

Will *********
Customer Answer
Date: 03/20/2025

Complaint: 23079383

Doctor letter attached!

Sincerely,

Will *********
Business Response
Date: 03/21/2025
Our records show you were previously assisted; your booking was cancelled as requested and fully refunded as a one-time courtesy.
Customer Answer
Date: 03/21/2025

Complaint: 23079383

I am rejecting this response because:

I provided medical documentation; you state I was refunded but I do NOT have it yet.
Also, where is the travel credit for $77?

Sincerely,

Will *********
Business Response
Date: 03/21/2025
As you were previously advised, 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.
You paid $177.99 for this booking and that is the amount the was refunded. There is no further refund due or credit.
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:03/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I booked a round-trip flight from ***** (March 8) to ********* well before the trip. My wife is a Spirit Gold member. My wife used Spirit Points, and we paid the difference for my seat selection, one checked bag to *********, and the return to *****. My wife tried to check in on the day before our scheduled flight, but neither the Spirit website nor the app would allow us to proceed. When we arrived at ******************* on the day of the flight to inquire about why we were not allowed to check in, the Spirit agent told us that there was a glitch in the system and that the points we used to book the flight had been denied or canceled. Now, understand that my wife at this time had well over ******* Spirit points, and the points used for the roundtrip flight were about ****** points plus $212 in fees, seat, and taxes. We had been issued a confirmation number (GMJKSD) as well as assigned seats for the pending flights. I had also purchased a checked bag for the trip ($156.00). We were told that we must pay for the flight in full to *********, along with me paying for one checked bag and my seat again. Which came to a total of $468.56. We had no choice but to pay again because our daughter and 8-year-old granddaughter were confirmed to take the flight, so we couldnt allow them to fly alone. We were told by the counter agent to call Spirit customer service to have this corrected. When my wife reached out to Spirit while in *********, we were told no refunds on flights that have already been taken. On the return trip to *****, once again the Spirit app and website would not allow us to check in using the issued confirmation code. Once on the phone with the Spirit agent, we were told that they could see our confirmation number in the system, but because our Spirit points purchase was previously rejected, I must once again pay for an assigned seat and one checked bag ($103.00) that had been previously This is truly not the way to treat a loyal customer.
Business Response
Date: 03/19/2025
Hi Madel,

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 confirmation code GMJKSD.

Upon review, our records show an email was sent on 01/18/25 advising that the booking is pending, not confirmed and a phone number was provided for you to call to secure the booking. As no phone call or attempt to contact Spirit was made, the booking was not secured. I can resend the email from 01/18/25 if needed.

As outlined and agreed upon in Spirit's Contract of Carriage, No one shall be entitled to transportation without a confirmed reservation. No reservation paid by credit card shall be considered a confirmed reservation if the transaction is not accepted by the carrier for any reason, whether or not the guest is notified that the reservation has been cancelled

The charges at the airport are valid as the booking needed to be secured in order for travel to be completed.

Travel has been fully boarded and completed. Spirit does not issue refunds for services rendered.

Although we cannot change your recent experience with us, we sincerely wish to make amends. As a courtesy, I have issued you a Future Travel Voucher (FTV) in the hopes that you will utilize it and therefore allow us another chance to serve you again. I've provided the information for your voucher below:

Name: ****** *****
Future Travel Voucher: 57351931866300001
Amount: up to $30.00
Expiration date: March 19, 2026

Name: ****** Wells
Future Travel Voucher: 57351947765100001
Amount: up to $30.00
Expiration date: March 19, 2026

Future Travel Vouchers are valid for a single use with no remaining value after its use. It can only be used by the Guest it was issued to and is non-transferable. Future Travel Vouchers can only be applied to the flight portion of the base fare including carrier fees and taxes. It cannot be redeemed for cash and cannot be used for any other products including vacation packages, car rentals, bags, and seats. Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. 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!
Customer Answer
Date: 03/25/2025

Complaint: 23077635
I am rejecting this response because Spirit never sent an email about the booking in question. Spirit claims that an email was sent on Saturday, January 18th, to have us call them about the status of our pending travel. This can't be true or a gross error because we confirmed with our credit card company that the actual booking was made on January 19th, not the 18th as Spirit has stated. Spirit still did not address the fact that they declined our booking of the flight with accumulated Spirit points, but they kept or did not refund the cost that was attached to the booking. Basically, Spirit said they declined the use of Spirit points for this booking but kept our funds (money) attached to the booking. Spirit also allowed me to purchase bags for this booking on a much later date and kept the funds for that also.
Sincerely,

****** *****
Business Response
Date: 03/26/2025
As previously stated, in our reply on 03/20/25 when you requested the email, the email has been resent to the email address on file. A screenshot has also been attached.
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:03/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My credit card information was fraudulently compromised and use with Spirit Airlines. The perpetrator booked flights then immediately cancelled them to get the credit. I have given Spirit the card number that was used and opened a dispute well over 45 days ago. The amount of the charge was $1063. Can someone please help me with this matter?
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 that your credit card maybe compromised.

We value the privacy and security of our passengers, and we take fraud very seriously. If you suspect your credit card was compromised, kindly contact your financial institution to file a fraud claim. A bank official will direct you through the proper channels.

I hope this information helps, have a great day!
Initial Complaint
Date:03/17/2025
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.
On 2/26 I purchased tickets from ********* tickets to travel from ********** to **************** USVI. At the time of purchase i was charged $1010.35. And shortly after that i was charged *****. At the time I assumed my luggage and seats were covered until i actually created a Spirit Account and realized that that wasn't the case.I then proceeded to call Spirit to see what was going on and the representative at the time informed me that my seats and luggae were not included. Which left me very disappointed. She on 02/28 i proceeded to paying another $520.00 thinking my seats and luggage were included per what representative sated.Its 03/17/ and i proceeded to check my flight status and come to find out the only thing they secure was the seats and not me and my children's luggage. ATP I'm very overwhelmed because i felt like i was lied to just so Spirit can get their sale and its not fair at all.
Business Response
Date: 03/18/2025
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 secured using CheapOAir.

Spirit and the third-party company you used are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any booking issued when guest use third-parties or travel agencies.

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

Have a great day!
Initial Complaint
Date:03/16/2025
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 flew from ************ to *************. I took a carry on bag. No problems with the bag it meet the requirements. I fit in the over head compartment. On March 15 I was flying from from dort Lauderdale to ************ I took the same carry on bag with same contents. At the gate at *************** I was the bag needed to be checked, no reason why. I even had it remeasured it fit the requirement. They would not let me on with the bag but no explanation as to why. After arguing for like 20 minutes, I was told that if I didn't check the bag for ********************************************* We I got back to ************ the **************** was closed so I was given am 800 number. I called and was on the phone for over a hour. The will not give my money back because I already paid it . It makes not sense.
Business Response
Date: 03/18/2025
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 so sorry to hear about your experience. I completely understand how frustrating unexpected charges can be; however, we rely on the expertise of airport agents to assess the correct baggage charge based on our guidelines.

Your ticket includes a free personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (18x14x8 inches) at the check-in counter, and at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur an additional charge. Keep in mind that baggage prices are cheaper when purchased in advance and online. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. Keep in mind that Guests can pre-pay for their baggage. Our team can verify that a bag is pre-paid for when their boarding pass indicates ancillaries. All baggage charges are non-refundable. The baggage sizes are listed on our website at the link below for your review: *******************************************************

Please know that we do all that we can to ensure that our guidelines are followed on a consistent basis, and we will ensure that we address this matter on our end.

All Spirit bag charges are non-refundable. We appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy.

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

Have a geat day!
Initial Complaint
Date:03/15/2025
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 3/11, I was flying with Spirit and checked my stroller at the gate. When I received the stroller back after my flight, the wheel was torn off rendering the stroller useless. I was told by the airline employees at the gate that Spirit would reimburse me, and that I could submit a damage claim in their office near the baggage claim. When I arrived at the office, we were ready to submit the claim but the employee at the desk refused to allow us to submit the claim in person. Instead, he said we had to scan a qr code to submit the claim online within a day. However, when we submitted the claim, it said that it was outside the timeframe of 4 hours. None of the Spirit employees disclosed this timeframe to us. This stroller was worth $100.
Business Response
Date: 03/17/2025
Hi Zi ****,

Thank you for reaching out to Spirit!

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

I am sorry to hear about your booking issue in reference to your mishandled stroller.

Per Spirit's Contract of Carriage, a document you agreed to when you secured your booking, if a bag/item is delayed, lost, damaged, or pilfered, a Spirit Airlines representative at the airport must be notified and a report must be filed within four (4) hours of arrival of the flight on which the guest traveled (unless applicable law or treaty provides for a longer period of time).

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

Have a great day!
Customer Answer
Date: 03/18/2025

Complaint: 23069317

I am rejecting this response because: We did notify multiple Spirit Airlines employees at the airport of the damage. We reported the damage to the employee at the baggage office within the 4 hour timeframe. We do not understand why they would not allow me to submit the official report in person, even though other employees told us we would be able to do so, and thus, I was not available to submit the report right away due to travel. I am wondering if it is possible to receive a one time courtesy refund. I have provided a confirmation code and email address to the Spirit customer service email.

Sincerely,

Zi **** ***
Business Response
Date: 03/18/2025
Please know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed with the *********************** (***) team at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.

In reviewing your reservation, our record shows that you did not file a report on arrival. Per Spirit's Contract of Carriage, a document you agreed to when you secured your booking, if a bag/item is delayed, lost, damaged, or pilfered, a Spirit Airlines representative at the airport must be notified and a report must be filed within four (4) hours of arrival of the flight on which the guest traveled (unless applicable law or treaty provides for a longer period of time).

Since you did not file a report prior to leaving the airport, the assumption is that we returned your bag to you in the condition it was given to us, and as such, we are unable to further assist you with this concern.

Additionally, we are unable to honor your refund request as you did not pay for any bags or ancillaries.

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:03/14/2025
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.
On February 16, 2025, I initially booked a flight from ACY at 6:55 PM on April 12, 2025, landing at MCO at 9:34 PM, However, on February 27, 2025, I was notified via the app that my flight had been canceled.Subsequently, I was provided with options to reschedule my flight, which I accepted. Unfortunately, this change incurred an additional charge of $290. I would like to highlight that I did not choose to alter my original flight, and the original booking is no longer available.But Spirit continues to tell me that my original flight wasn't affected.I have made several attempts to resolve this matter through various communication channels, including chat on their website, WhatsApp, email, and telephone, but have encountered numerous obstacles. It seems there is a misunderstanding regarding the status of my original flight, and I have been unable to obtain information for corporate ********** I was told that I they do not have a phone number and when I asked for a way to contact them.I was told to figure it out on my own. I have been in touch with multiple people. And all I am asking for is a refund of the dditional $290 that I had to spend in order to get a flight, since mine was canceled.
Business Response
Date: 03/17/2025
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 guest-initiated modification you made.

Our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, you booked to travel from *** to MCO. NK1476 on April 12, 2025. This flight was not affected by the schedule change. You were advised of the scheduled change for the return flight, NK1475 from MCO to ACY on April 24, 2025, and you logged in via ********************* and modified the April 12th, 2025, flight. Since you changed the departure airports, you were correctly charged for the fare difference. You were also sent screenshots with our last response.

There is no refund or credit due, Spirit does not issue either for any guest-initiated modifications or cancellations.

Have a great day!
Customer Answer
Date: 03/17/2025

Complaint: 23068574

I am rejecting this response because:
This change was not initiated by me, the customer. The flight from ********************* to ******* on April 12th was canceled by the airline. In fact, this flight no longer exists, so I had to book a new one. The flight options available from ************* did not align with my mandatory commitments for this trip, which forced me to change airports.

Sincerely,

******* **********
Business Response
Date: 03/18/2025
As previously stated, our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, you booked to travel from *** to MCO. NK1476 on April 12, 2025. This flight was not affected by the schedule change. You were advised of the scheduled change for the return flight, NK1475 from MCO to ACY on April 24, 2025, and you logged in via ********************* and modified the April 12th, 2025, flight. Since you changed the departure airports, you were correctly charged for the fare difference. You were also sent screenshots with our last response.

There is no refund or credit due, Spirit does not issue either for any guest-initiated modifications or cancellations.
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.

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