Complaints

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

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• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  1 Harborside Dr Boston, MA 02128

• 

  Spirit Airlines

  Atlantic City Airport ATLANTIC CITY, NJ 08401

• 

  Spirit Airlines

  16000 Chamberlin Pkwy Fort Myers, FL 33913-8873

• 

  Spirit Airlines

  Mankato, MN 56001

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/14/2025

  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 am truly disappointed in the way Spirit Airlines in handling a situation that affected my health and also met with rudeness and Unprofessionalism two flight ************* husband and I sat at the very front. Mid flight, the Lady flight attendant sprayed Bath and Body Works air spray in the pressurize cabin. I had an allergic reaction and started coughing, and couldn't breath fully due to my airways being restricted. I turned on the air above me and later on the lead flight attendant gentleman gave me water. I spent the next half hour coughing, breathing hard, and trying to fan myself as I did not have an inhaler. I immediately took a ********. Later I was trying to throw my trash away and another flight attendant would not allow me to and continued to walk pass until finally I asked her. She stared at me as she was not pleasant nor smiling and then asked me was there an issue. APPALLED at that, I did not react. She walked away. Later she came back up to the front with three other flight attendants and she stood across from me, and stared rudely at me to where my husband saw and I asked her, is there an issue as to why you keep staring at me. She walked away and another lady flight attendant asked what was wrong and accused me of taking pictures of them!! Wow!!! The nerve. I took only a picture of the spray (see attachment) to relay to my PCP in case something happened to me medically. However, I informed them that it is within my right and legal to do so.This is only speculation; I presumed that when the flight attendant sprayed and saw that she probably shouldn't have, she went to the back and informed the other flight attendant, then that flight attendant came to start trouble.This situation should have never happened regarding spray and *** regulations in which were violated by the flight attendant. Also, not one flight attendant approached me for assistance or asked if I was okay. Head, ***********, eye paid as of 3/14/25. I wanted to be contacted.

  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.
  
  
  
  We are committed to offering quality ************* and ensuring that experiences are both positive and memorable. Im sorry that yours did not measure up to these standards.
  
  Ive shared your comments with the ******************** Team for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
  
  
  
  Please note that we cannot guarantee an allergen-free flight nor are we able to control potential allergens in public areas such as the ticket counters and boarding gates. We ask that any Guests with severe allergies alert our agents and crew upon arrival at the airport and during travel so that we may attempt to accommodate your needs. We strongly encourage Guests to take all necessary medical precautions to prepare for the possibility of exposure to an allergen.
  
  
  
  
  As a gesture of goodwill, I have deposited ***** Free Spirit points into your Free Spirit account. 
  
  
  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: 03/18/2025

   
  Complaint: 23066050
  
  I am rejecting this response because:

  It also wasn't just about the spray. It was the customer service that we experienced and treated unprofessionally by staff. The rudeness, one person assisted with my condition.  I've also spoken with authorities for in flight and that particular aerosol is prohibited ??.  So, your response to the BBB is not sufficient as they had an illegal spray that is prohibited for flights. My husband actually recorded everything.  I want to know your protocols when someone is experiencing an allergy with high blood pressure and almost went into Anaphylactic shock? 1000K points to use does not resolve my issue. I want a partial refund due to the inconvenience for the 94 minutes of me coughing,  throat, and chest heaviness or I will seek legal options if need me. I've had to go to the doctor due to the impact. Also, I was informed by the Flight attendant on another airline that these sprays are not allowed and authorized spray or cans are provided due to the very reason. Also, when you pay for big front seats, in which you advertise for comfort, that I PAID for 2, I was NOT COMFORTABLE.  So, please come up with a better solution as I am not sure if I would even fly moving forward until this is rectified so 1000 poins is not sufficient. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/18/2025

  As per *** regulations, the *** limits the total amount of restricted medicinal and toiletry articles, including aerosols, in checked baggage. The total aggregate quantity per person cannot exceed 2 kg (70 ounces) or 2 L (68 fluid ounces). The capacity of each container must not exceed 0.5 kg (18 ounces) or 500 ml (17 fluid ounces). See the *** regulations for more information. Permitted aerosol release devices (button/nozzle) must be protected by caps or other suitable means to prevent accidental release.

  The spray that was used is allowed onboard the aircraft and was cleared through TSA. 

  Our Flight Attendants are extensively trained to handle all kinds of incidents. We rely on their expertise to determine whether careful intervention is necessary. 

  Your refund request is denied, and no further compensation will be issued. 

  Any legal communications should be addressed to:
  Spirit Legal Dept.
  *****************************************************************

  Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and theresolution has been thoroughly clarified.

   

   

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23066050
  
  I am rejecting this response because:
  

  Again, Spirits Lead Flight Attendant confirmed that Bath and Body Works Spray is not allowed nor permitted for use in any flight per regulations.  Also, putting in your ignorant response for passengers on what they can bring is irrelevant. Acknowledge and correct the issue, that is all and should be simple. Take accountability that this item should have not been sprayed by any employee representing Spirit Airlines and take care of your customers which will go a long way for what Spirit can retain. APPROVED aerosol could have been used instead.

  The fact that your employee was irresponsible and her lead advising her that she should not have sprayed, says a lot. Also,  I was treated rudely because of me having an allergic reaction. Fix the issues and STOP making excuses for the behavior. Please do not underestimate me as I will do whatever needed to get this resolved as I am persistent with my professional background. I will use every outlet. Fix the issue and take accountability.

  Also, answer this... what is your protocols due to a medical emergency and a person like me with a disability?

   

  Provide a partial refund. I do NOT want a future credit.

  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/14/2025

  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.

  My flight was delayed due to mechanical issues causing us to miss our connecting flight in ******. We were told we would be refunded for the hotel we had to purchase from the spirit employee at the gate and via chat that I have documentation of. All I want is the refund for the hotel we had to purchase.

  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.
  
  
  
  We are sorry to hear about your flight interruption in reference to your delayed and missed flight. 
  
  
  Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.
  
  
  
  To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  
  
  Have a great day! 

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23065870
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/19/2025

  We received your receipts for the expenses incurred due to this situation, and I will forward them to our ****************** for further review. Please note Spirit does not reimburse baggage fees, optional services, and ancillaries paid for or charged by other airlines. The review process can take up to ***** business days to complete.
  
  If reimbursement is approved, you will be emailed a secure link from ************************************** and asked to provide your phone number for verification. 
  
  We must have all the information above to proceed with your request. It is important to note our ****************** will make the final decision regarding if and what compensation will be issued.
  
  Note Spirit does not provide reimbursement for pre-planned or out-of-pocket expenses or lost wages. 
  
  Reimbursement is not guaranteed and is dependent upon the details of your claim. If reimbursement is
  approved, the review process can take up to 30 business days to complete.
  
  
  Have a great day! 

• Initial Complaint

  Date:03/13/2025

  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 daughter purchased tickets for spirit. I got sick and cannot go so I called spirit and the *** told me if I can provide a ** note I would be able to get a refund. 3/13 I chatted and uploaded the ** note and asked about a refund the *** cancelled and stated a credit and I asked about refund and was told its not a guarantee thats not elegant I was told and they are not trying to correct their error

  Business Response

  Date: 03/14/2025

  Hi ******, 
   
  Thank you for reaching out to Spirit!
   
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
  
  
  
  I am sorry to hear you couldn't make your trip. 
  
  
  
  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.
  
  
  
  Guests who have a medical emergency that will not allow them to travel must submit documentation to validate the emergency. A reservation credit for the value of the flight will be created for the passengers who didnt/cannot travel. 
  
  
  We did not receive an attachment with your query. Kindly reply to this email with an attached copy of your doctor's note/medical documentation along with the confirmation code of the cancelled booking. Medical documentation must include the following Organizational letterhead, the issue date, the Patients name, the Period of treatment if applicable, and name & signature of the Physician.
  
  As soon as it's received, we will review it and provide a resolution. 
  
  Kindly attach the required documents as PDF, JPEG, or PNG of the files for review. 
  
  As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable.
  
  We're always eager to help and make sure that our Guests' needs are attended to. I look forward to your correspondence.

• Initial Complaint

  Date:03/13/2025

  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.

  I was given two vouchers ****************** and ******************. We were not aware that these vouchers expired. We have gone through a few deaths in the family, not to mention illnesses for both my father and my husbands mother. I called when I found out the vouchers were no longer good. Unfortunately when there is tragedy in the family, flying is the last thing on our minds. We were offered $75.00 vouchers instead. I would like to have the $200 vouchers reinstated and we would now be aware that we only have 90 days to use it or lose it.

  Business Response

  Date: 03/14/2025

  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 vouchers you were issued. 
  
  
  
  It appears you reached out to the wrong airline as Spriit and Frontier are two separate entities, each owned and operated individually. Spirit is not liable or responsible for other airline issues. You would need to reach out to Frontier directly. 
  
  
  
  
  
  Have a great day! 

  Customer Answer

  Date: 03/14/2025

   
  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:03/12/2025

  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.

  Hello,Im seeking assistance resolving a denied claim for lost/mishandled baggage. ******** I was traveling from fr ****************** to *** in ********** with 2 carry on bags (***** value). I checked the bags at the gate -per spirt agents request due to an overbooked flight. Upon checking in bags I received two tickets. Upon arrival at *** I realized my bags were lost, therefore I submitted a claim ******** around 1-2am cst. I also learned the reservations agent did not upload the ticket numbers I received into the system. The claim was denied due to a clause in spirits insurance policy ( undisclosed or provided to me) stating there was limited liability for bags checked at the gate. I disputed this decision with underwriters -stating this information was not disclosed with me at the time bags were handed to spirit. The underwriter advised a supervisor reviewed the decision and enforced the denial -stating there is signage posted at the gate ( drop off site). I disputed this, stating that is not true (have photos of the gate reception desk no signage posted regarding this) Nor is that adequate disclosure to customers.I have spoken to every department available with no resolve. Im seeking assistance in redeeming compensation for my loss. Thank you for your assistance.

  Business Response

  Date: 03/13/2025

  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 bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  Know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.
  
  You can use the link (******************************************************************) to initiate/update your mishandled bag claim.
  
  Please stay in direct contact with your claim's specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.  
  
  
  
  If you have any further questions or concerns, you can reply to this thread. Be sure to include the confirmation code and email address associated with the booking. 
  
  
  
  Have a wonderful day!

• Initial Complaint

  Date:03/12/2025

  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.

  **** Rental Car gave my $347.23 Chrysler Pacifica or Similar to another person. It was the last one they had. **** gave me a $154.93 Jeep Compass much smaller and cheaper. March 9 1:20pm Pickup March 11 at 4AM Dropped off Car at **** Rental Cars in ********* Spirit did a bundle with ********************** and Rental Car with Air Flight. From *********** to ********* March 9-11th. *************** also made me upgrade $30.00 (2 Bed) as my 1 bedroom unit was not available at the time of registration.

  Business Response

  Date: 03/12/2025

  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 your car rental and lodging.
  
  
  
  Spirit and both the car rental company and lodging company are separate entities, each owned and operated individually. Spirit is not liable or responsible for any issues with car rental companies or hotels. You would need to lodge your complaint with each vendor directly.
  
  
  
  If you have any questions or concerns as it relates to a Spirit flight, you can reply to this thread. Be sure to include the confirmation code and email address of the flight in question.
  
  
  
  
  
  Have a great day! 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23051684
  
  I am rejecting this response because: The payment was made on Spirit web site online so the refund needs to be made this way also. If not BBB needs to send this complaint to ************* 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/13/2025

  As previously stated, Spirit and both the car rental company and lodging company are separate entities, each owned and operated individually. Spirit is not liable or responsible for any issues with car rental companies or hotels. You would need to lodge your complaint with each vendor directly.
  
  If you have any questions or concerns as it relates to a Spirit flight, you can reply to this thread. Be sure to include the confirmation code and email address of the flight in question.

  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: 03/13/2025

   
  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,
  
  ******* *******

  Customer Answer

  Date: 03/13/2025

  I have been able to file a ticket with **** Online. The Rental Agreement number finally was accepted into the form to be sent to **** in **********

  My Credit Card is showing **** is making changes in the charges but are still pending at this moment.

  Thanks for working with me on this as I was not sure how the payment and refund service works for bundled services.

   

• Initial Complaint

  Date:03/11/2025

  Type:Order 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.

  Me and my wife booked a flight on Spirit Airlines and because of our grand child having to.have surgery we had to cancel and we were told we have to pay a $99 cancelation fee per ticket which would be $200, which means we would only get back $36 for the flights cost $236.

  Business Response

  Date: 03/12/2025

  Hi ****, 
   
  Thank you for reaching out to Spirit!
   
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
  
  
  
  I am sorry to hear you have to cancel the booking you secured. 
  
  
  
  If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.
  
  If the above does not apply, you will receive a Reservation Credit. The full value of the reservation will be provided for Go Big, Go Comfy and Go Savvy bookings. A cancellation charge will be retained for Go bookings purchased after February 5, 2025.
  
  
  
  As outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable. 
  
  
  ****, if you'd like to book a reservation, change or cancel a reservation, or manage travel, we recommend using ************************ - its cheaper too! If you have an issue you can't resolve here, one of the numbers below should suit your needs.
  Spirit Sales and ***************************** and Domestic
  You can call us Toll Free at 1-855-SAVE-555 *************) or
  text us at *****, or use ************ on WhatsApp
  24 hours a day/ 7 days a week
  *When calling from ****** dial *********
  
  Assistance for the hearing impaired
  
  For TTY/TTD dial 711
  
  
  
  If you have any further 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 great day!

• Initial Complaint

  Date:03/11/2025

  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 round trip ticket from *************** to *********** to *************** paid around $200, an hour later my daughter got a ticket for the same flights at a cost of $367 that included a checked bag. Upon boarding the return flight I was extorted for $79.00 checked bag fee or could not pay and not get flight or leave my checked bag at airport. My bank has not been able to help me with this. I do not have $79.00 to donate to Spirit airlines. I have been trying to resolve this with both them and my bank since I landed in *******

  Business Response

  Date: 03/13/2025

  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 charged. 
  
  
  
  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. 
  
  
  Our records show a Reservation Credit was issued for the bag fee charged on confirmation code KLYWPW. The Reservation Credit was fully redeemed on confirmation code GKMPGW. Travel on confirmation code, GKMPGW has been fully boarded and completed. Spirit does not issue refunds for services rendered. 
  
  
  
  
  Have a great day! 
  

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23052925
  
  I am rejecting this response because: Two round trip tickets were purchase on or around December 14, 2024. One was for myself one was for my daughter. My daughters ticket included a checked bag.  There was no credit given or received. I was extorted for $79.00. Spirit insists that some type of credit was issued this is entirely not true.  Tickets were both round trip one included a checked bag. We returned with 1 checked bag.  I should NOT have been charged again for this.  Spirit is playing games and looks like they are winning.  I already showed daughters receipt that clearly states a checked bag was paid for.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 03/14/2025

  As previously stated, Our records show a Reservation Credit was issued for the bag fee charged on confirmation code KLYWPW. The Reservation Credit was fully redeemed on confirmation code GKMPGW. Travel on confirmation code, GKMPGW has been fully boarded and completed. 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.

  
  

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23052925
  
  I am rejecting this response because: my daughters ticket included the fee I was charged.  I am not asking to refund either ticket. I want to recover the extorted $79.00 fee that I was charged.  Nothing more
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked Spirit 5 tickets and canceled them within 24 hours for a free refund option, but they didn't provide me with a refund since it was within 7 days of the flight. They were playing games with me. Why didn't they tell me that you can cancel it within 24 hours, only 7 days before the flight when I booked it?

  Business Response

  Date: 03/12/2025

  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 your cancellation request. 
  
  
  
  If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.
  
  If the above does not apply, you will receive a Reservation Credit. The full value of the reservation will be provided for Go Big, Go Comfy and Go Savvy bookings. A cancellation charge will be retained for Go bookings purchased after February 5, 2025.
  
  
  As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable. 
  
  
  
  If you'd like to book a reservation, change or cancel a reservation, or manage travel, we recommend using ************************ - its cheaper too! If you have an issue you can't resolve here, one of the numbers below should suit your needs.
  Spirit Sales and ***************************** and Domestic
  You can call us Toll Free at 1-855-SAVE-555 *************) or
  text us at *****, or use ************ on WhatsApp
  24 hours a day/ 7 days a week
  *When calling from ****** dial *********
  
  Assistance for the hearing impaired
  
  For TTY/TTD dial 711
  
  
  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 trip in question 
  
  
  
  
  Have a great day!
  

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23051756
  
  I am rejecting this response because:

  They should clearly say it before you book a ticket within 7 days of the flight, that you cannot cancel this even within 24 hours.

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 03/13/2025

  As previously stated, If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.
  
  If the above does not apply, you will receive a Reservation Credit. The full value of the reservation will be provided for Go Big, Go Comfy and Go Savvy bookings. A cancellation charge will be retained for Go bookings purchased after February 5, 2025.
   
  As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable. 
  

  Additionally, Spirit's Terms & Conditions are provided to each guest before a booking is secured and must be accepted for a booking to be secured. 

  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: 03/13/2025

   
  Complaint: 23051756
  
  I am rejecting this response because:

  They are not answering my question and concern, they keep answering the rules, i never argued about the rules, I just said over and over and they keep ignoring this part, that when you book a ticket within the 7 days it still says you can cancel within 24 hours, and if you open the terms and read 1000s of small words you will find that its only before 7 days, it is not fair
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:03/11/2025

  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.

  3/4/25, my husband and I arrived at ***(NK142) to fly out on Spirit. Flight was late boarding(no announcement to why) started boarding over 45 mins late. Arrived to FLL for our connecting flight. 3 customers missed their flight as they just then ended boarding. Being late 45 mins caused that. Then while boarding our connecting flight in ***(NK390), there was a customer sitting in one of our two seats. The flight attendant looked at both of my husband and I tickets and confirmed we sat in the window and middle of row to left on plane. The two people, that were sitting in middle and aisle of our left row on plane, stood up and were now in the aisle of the plane trying to figure out where they were supposed to sit. The flight attendant confirmed one of the two peoples tickets that was seated in our row on the left in the aisle seat. They were still both standing up unsure where one of them sat. I sit in my seat while they are still figure this out in the aisle. My husband is trying to put his carry on up where the two are standing in the aisle. Attendant pushed my husband to reach past him over 7 times to tap the people standing in the aisle and keeps repeating that they need to sit down. I told the flight attendant that they don't know where they are supposed to sit, so ******* them to figure this out isn't helping. They don't know where to sit. Attendant yelled back that she was not ******* them. I replied I'm done talking to you. The two figured it out and sat down, my husband put the carry on up and said to the flight attendant "stop acting like a bitch". Flight attendant went on to do more checks and closing compartment then went up to the other flight attendants in the front and made panicked hand gestures to the other flight attendants and called security and kicked us off the flight. No instructions, escorts out or anything after we left the flight. We rebooked with no issue then flying out next day we were told there was a hold but no reason or notes to why.

  Business Response

  Date: 03/12/2025

  Hi *********, 
   
  Thank you for reaching out to Spirit!
   
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
  
  
  
  I am sorry to hear about your booking issue in reference to your missed flight and onboard experience. 
  
  
  
  We'd like to review your missed flight details. If you fail to make yourself available for boarding at the gate at least 15 minutes prior to the (original) scheduled departure time for domestic flights; or 30 minutes prior to the (original) scheduled departure time for international flights, you run the risk of forfeiting your flight.
  
  
  Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website: 
  ***************************************************************************
  
  
  We are committed to offering quality ************* and ensuring that experiences are both positive and memorable. Im sorry that yours did not measure up to these standards.
  
  
  To better assist you, provide your, confirmation code, and e-mail address used when booking your reservation.
  
  
  
  
  
  Have a great day! 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23049240
  Confirm number: ANLEJN

  Email: ****************** or ****************************** 

  
  I am rejecting this response because: Spirit says in the response that they want to review my missed flight details but goes on about guidelines to get on the flight in an appropriate times to check in and board. We were on a connecting flight that was originally late by Spirit because they didn't start boarding until after 45 mins of the original boarding time. I don't appreciate the response sounding like the issue was us being late to our connecting flight because that was not at all the case. We were there on time to board the connecting flight that we were kicked off from. We got kicked off that flight because the attendant failed to do her basic job as a flight attendant, which is to make sure everyone is seated where they are supposed to be seated. She pushed my husband and yelled at me because she didn't tell passengers where their assigned seats were. I am tired of getting general answers to what was a very unnecessary removal from the flight. We all sat down and nothing was said to us for a solid 5 mins while she was acting suddenly frantic to other flight attendants at the front like we were suddenly an active threat to her when nothing was going on. It delayed the flight from taking off because she waited to report her offended feeling after closing a few overhead compartments and checking passenger seat belts. How does that make sense. If we were truly a threat to her, why would she wait that long after we finally figured out the seats to kick us off. When we were told to leave, we left, then were not told anything beside go rebook. Nothing about being on hold or blocked or banned or escorted out of the airport or a written report to account our side or her side. I want to know how that is at all professional. To let us rebook and I even checked at the front desk if my tickets were all I needed, Spirit agent said it was all I need and to board when my group is called. We waited until our group and they couldn't board us because of a hold or block or something that prevented us from boarding. Even the agent at the gate was confused that there were no notes on the matter just the hold. It took several supervisor calls to multiple supervisors to get it removed then booked for the afternoon that day. Being removed from the flight, being on hold, and having to call that many supervisors to sort this whole thing out was completely caused by the flight attendant not doing her job of ensuring passengers know where they are supposed to sit. The lady did not know where her seat was and stated out loud clearly several times, as well as the person traveling with her and I told the flight attendant that was the problem to which she yelled back at me that she wasn't ******* them. Which I still don't know why her focus was on the fact that I said "don't rush them". She clearly didn't care that the passenger didn't know where to sit.

   

  also this response was not completely forward with what information was required from Spirit. Please be more clear and direct in your responses.  It is unnecessary to add fluff to your words when asking for confirmation number and email address to further look into my complaint. 
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 03/12/2025

  As previously stated, if you fail to make yourself available for boarding at the gate at least 15 minutes prior to the (original) scheduled departure time for domestic flights; or 30 minutes prior to the (original) scheduled departure time for international flights, you run the risk of forfeiting your flight.
  
  Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website: 
  ***************************************************************************
  
  We are committed to offering quality ************* and ensuring that experiences are both positive and memorable. Im sorry that yours did not measure up to these standards.
   
  To better assist you, provide your, confirmation code, and e-mail address used when booking your reservation.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23049240
  
  I am rejecting this response because: Spirit sent the same message twice and stated the same thing about arriving in proper time to be able to board which has no relation to the situation that happened on March 4, 2025. Please stop sending generic message and do some actual investigation into the flight attendant and how your responses are overly generic and does not answer or relate to the situation thst was stated. This is becoming a waste of time and a vivid display of incompetence in the company overall. Stating that flight could be forfeited if not properly there on time had nothing to do with the flight attendant not doing her job. Spirit should review their own guidelines and not be late boarding without any announcements or statements to why. The removal from the flight was caused by the flight attendant not doing her basic required job of seating passengers into their assigned seats. This should be the focus and not your generic message about arriving in proper time to board. Please get it together.
  I gave my confirmation number and email already in the previous response. Please refer to that message for confirmation number and email address. Please do better as a company. This lack of efficient communication is very disappointing to make the treatment from Spirit further stressful and agonizing. 
  Sincerely,
  
  ********* ******