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

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  300 World Way #a Los Angeles, CA 90045-5899

• 

  Spirit Airlines

  5300 Riverside Dr Concourse B Cleveland, OH 44135

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:06/03/2025

  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 filing a legitimate complaint against this airline . My flight was delayed an hour . I did not make my connecting flight due to the flight delay , moreover , I was given a 30 minute window to board my connecting flight , cutting it a bit tight wouldnt you say ? Upon arriving at my connecting city / airport , I informed the airline staff I would not make my connecting flight . They were completely useless and not helpful . Her remark was see field agent upon boarding . The field agency at the arriving gate instructed me to go to appropriate gate fully knowing the plane had already left . She obviously did not want to deal with it .Not one airline staff person would assist me in accommodating my needs knowing that the plane delay was completely out of my control . I understand you pay for what you get but this is blatantly a total disregard for customer service ( human and hospitality ) decency . You have to work hard to provide horrible service . This airline takes the prize .

  Business Response

  Date: 06/06/2025

  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 and delayed 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.
  
  Know that connecting flights offered by Spirit Airlines on one itinerary are considered a "legal connection" and passengers should not have any difficulty. Although rare, missed connections do take place in any form of transportation. At times, the number of passengers clearing US Customs exceeds their ability to process them quickly and passengers miss their connections. By booking your flight, you agreed to the connection times. When a passenger misses their flight, we offer the options of issuing a refund for the unused missed flight or placing them on the next available flight. 
  
  To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  Have a great day! 

• Initial Complaint

  Date:06/03/2025

  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 flights for my family to ******** on April 30, 2025. On May ****** we cancelled due to changed plans and they are still charging my account the amount of the flights saying I am not eligible for a refund outside of 24hrs after booking.

  Business Response

  Date: 06/06/2025

  Hi *****, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your booking issue in reference to the booking you cancelled. 
  
  If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.
  
  If the above does not apply, you will receive a Reservation Credit. The full value of the reservation will be provided for Go Big, Go Comfy and Go Savvy bookings. A cancellation charge will be retained for Go bookings purchased after February 5, 2025.
  
  Our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, our records show that you booked this reservation on March 30, 2025, for travel on May 22, 2025. On April 6, 2025, you canceled this reservation online, and the applicable cancellation charges were applied, resulting in a Reservation Credit of $34.93 being issued for the balance. 
  
  As a one-time courtesy, the cancellation fees were reversed to issue a full Reservation Credit. The details of this credit, including how it can be used, can be found below.
  
  Your reservation credit:
  is valid for trips booked within one (1) year of issuance on any flight dates available in the system
  can be used for multiple bookings until the full value is used
  can be applied toward airfare, bags, seats, taxes, and fees
   can be redeemed by any Guest linked to the original reservation
   can be redeemed via ************************** or by calling Spirit reservations at ************
  Reservation Code: LFMQQL.  
  Amount: $727.93
  Expiration Date: June 6, 2026
  Click here for more information on how to redeem your credit. Charges apply when you change or cancel your reservation. For a list of applicable charges, click here.
  As outlined and agreed upon in Spirit's Contract of Carriage, all fares, fees and ancillaries are non-refundable and non-transferable. 
  
   
  Have a great day! 

• Initial Complaint

  Date:06/03/2025

  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.

  At 1:22 AM, I discovered there were no Spirit customer service agents or personnel on-site to assist passengers. With no staff present, I was forced to call Spirits customer service line to request a hotel voucher. During the call, I was told it could take another hour just to receive approvaldespite already being stranded for ******** 1:00 AM, there were still no flight attendants at the gate. Passengers received no updates or guidance. When a flight attendant finally arrived around 2:00 AM, I approached her directly. She informed me that Spirit had been unable to find a pilot for the flight and that it was now scheduled to depart at 8:45 AM. This was the first time any explanation had been providedthere was no formal announcement made to passengers regarding the pilot issue or the new departure time. The lack of proactive communication added unnecessary stress and confusion.Spirit eventually issued food vouchers, but they were useless as all airport restaurants and vendors had closed by that hour. I was given two $30 vouchers, which dont reflect the stress, uncertainty, and basic lack of service provided. To rest, I had to book one of the last available hotel rooms at the *****************, where check-in ended at 2:00 AM. The cost was $152.10, which Ive documented with an attached ********** 4:00 AM, I received an email from Spirit re-sending the same food vouchers, further highlighting a lack of understanding or empathy for the situation.The prolonged uncertainty, absence of support, and ************ or rest impacted my health. I was recently in a car accident and was unable to take my prescribed pain medication or muscle relaxers during this ordeal. I experienced severe stress, physical discomfort, and panic, all of which could have been mitigated with basic communication and timely assistance from Spirit.

  Business Response

  Date: 06/06/2025

  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. 
  
  Our records confirm that your flight, NK-2231, from *** to PHL on June 2, 2025, was delayed due to a maintenance-related issue. I understand how disruptive this must have been to your plans. Please know that the safety of our guests is always our top priority. I do apologize for the inconvenience. 
  
  In situations where a flight is delayed for more than two hours, guests may choose to wait out the delay or opt for the next available flight. If these options are not feasible, we provide a future travel credit or refund for the affected flight. According to our records, you waited and boarded the flight when it was ready.
  
  Nevertheless, I apologize for the frustration this experience may have caused you. Since the flight delay was considered controllable due to a maintenance item that required attention, you may be eligible for reimbursement of your meal expenses during the delay or any additional expenses you incurred directly related to the delay, in line with our Contract of Carriage and ************* Plan. 
  
  Please attach any receipts you have in a reply to this email, and I will forward them to our Refunds Team for review. The receipts must be itemized and include the total paid, form of payment, and the date.
  
  If your reimbursement request is approved, compensation will be issued through one of the following options of your choosing:
  
  Option 1: Only for guests who have a U.S. debit card: For quicker processing, opt for a secure payment to your U.S. **** or Mastercard debit card. Option 2: A prepaid digital card. (This card can be applied to the wallet on your phone or used online.)
  
  If reimbursement is approved, you will be emailed a secure link from ************************************** and asked to provide your phone number for verification. Please confirm the following information:
  Email address on file
  Phone number on file
  The country in which your phone number is held.
  
  We must have all the information above to proceed with your request. It is important to note that our ****************** will make the final decision regarding if and what compensation will be issued. Reimbursement is not guaranteed and is dependent upon the details of your claim.
  
  Additionally, records confirm that you were issued two Future Travel Vouchers, totaling $60.00. I've listed the vouchers below for your convenience:
  
  Voucher code: 57893000100600001
  Voucher code: 5789244103020027
  Expiration date: June 2, 2026
  
  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 
  
  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 for this delayed flight.
  
  
  
  Have a great day! 
  

• Initial Complaint

  Date:06/02/2025

  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.

  After recent reports of roaches on flight I won't like a refund on my ticket I'm not comfortable flying with your airline

  Business Response

  Date: 06/06/2025

  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 want to cancel your booking.
  
  If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.
  
  If the above does not apply, you will receive a Reservation Credit. The full value of the reservation will be provided for Go Big, Go Comfy and Go Savvy bookings. A cancellation charge will be retained for Go bookings purchased after February 5, 2025.
  
  I was able to pull your reservation OJKSXP, our record shows that this reservation is confirmed and good to go. As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable. At this time, we cannot uphold your request for a refund as our policy for reservations is non-refundable. This decision is not based on a lack of compassion. Consistency in our guidelines is the only way to be fair to all our valued Guests. 
  
  If you'd like to book a reservation, change or cancel a reservation, or manage travel, we recommend using ************************ - its cheaper too! If you have an issue you can't resolve here, one of the numbers below should suit your needs. 
  Spirit Sales and ***************************** and Domestic
  You can call us Toll Free at 1-855-SAVE-555 *************) or
  text us at *****, or use ************ on WhatsApp
  24 hours a day/ 7 days a week
  *When calling from Mexico dial *********
  
  Assistance for the hearing impaired
  
  For TTY/TTD dial 711
  
  
  Have a great day!

• Initial Complaint

  Date:06/02/2025

  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 wanted to purchase a checked bag for my daughter's flight from ************** to ***** Fl. I entered my card info. The next step said continue. I selected continue. A message came up that said "your reservation cannot be found". I went through the same process again and the same thing happened. I then checked my bank account and saw that I was billed for 2 checked bags. The first one for $140 and the second for $170. The website was deceiving and tricked me into buying the second bag. I contacted Spirit twice, both times I managed to reach a supervisor. They both told me they could not refund the second bag. Once again, I was deceived into purchasing the second bag. I am only seeking refund for the second bag. Thanks, *****.

  Business Response

  Date: 06/05/2025

  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 bags you added. It is the guest responsibility to ensure all booking information is correct. 
  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.
  
  
  Have a great day! 
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23406158
  
  I am rejecting this response because: I can't believe that Spirit air would allow such deceptive business. Absolutely pathetic. Your website tricked me into buying something I did not want. Like I said, after I entered my card info and clicked continue, a message came up saying "your reservation can't be found". What was I supposed to do? Spirit Air should do the right thing and refund the second bag. If not, you are guilty of fraud. Credit towards another flight is not acceptable. Do the right thing.
  
  Sincerely,dissappointed customer. ***** ******
  
  ***** ******

  Business Response

  Date: 06/05/2025

  There is no refund due. 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:06/02/2025

  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 for ***** on ****** for June ***** a month ago but added protection and now the air lines are telling me I cant cancel my flight unless I was credits instead of a refund and Ill have to pay 90+ dollars for a cancellation which is obsurd cause none of this was stated upon booking

  Business Response

  Date: 06/05/2025

  Hi *******, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your booking issue in reference to the booking you cancelled. 
  
  I see that you purchased travel insurance through Travel Guard when you booked your reservation. Keep in mind, as we are separate entities, each responsible for the services offered, we have no control over the amount awarded once the claim process has been completed through their offices. As outlined and agreed upon in Spirit's Contract of Carriage, all fares, fees and ancillaries are non-refundable and non-transferable. You would need to follow up with the travel insurance company directly for any policy related inquires. 
  
  The details of your credit, including how it can be used, can be found below.
  
  Your reservation credit:
  can be used for multiple bookings until the full value is used
  can be applied toward airfare, bags, seats, vacation packages, taxes, and fees
  can be redeemed by any Guest linked to the original reservation
  can be redeemed via ************************** or by calling Spirit reservations at ************
  is valid for trips booked within 365 days of issuance on any flight dates available in the system
  
  Reservation Code: ?MRLK5R
  
  Amount: $103.98 
  
  Expiration date: June 03, 2026
  (Travel does not have to be completed by that date; however, a new reservation must be secured).
  
  Click here for more information on how to redeem your credit: ******************************************************************************************************************************
  
  
  We look forward to serving you on your next flight.
  

• Initial Complaint

  Date:06/01/2025

  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 filing a complaint regarding a denied boarding incident with Spirit Airlines on May 24, 2025. I had a confirmed ticket on a flight from ********* (LGA) to ******* (DTW), scheduled to depart at 2:30 PM.I arrived at the airport at approximately 2:00 PM (I took **** that can proof what time I arrived) and used the Spirit self-service kiosk to check in. I entered my confirmation number and printed out a boarding pass. Unfortunately, the printed pass did not show a seat number. I no longer have the paper copy, but Spirits internal system should reflect that my confirmation number was entered and a pass was printed at that time. I am also willing to provide supplementary evidence (such as time-stamped mobile activity or payment history) that verifies my presence at the airport at 2:00 PM.When I proceeded to the security area, a Spirit employee informed me there were no seats left. They called the gate to confirm and told me that due to overbooking, only passengers who had arrived earlier would be allowed to board. I was then denied boarding. I was offered to pay for a flight the next day. Then I had to book at personal cost on another airline which means I need to move to ************** due to urgent work obligations in *******. Spirit later marked me as a "no-show," which I dispute.I contacted Spirit multiple times, they:- Denied the overbooking despite the staff on site explicitly acknowledging it;- Claimed I had not checked in, which contradicts my kiosk usage and printed boarding pass;This was not a simple customer service issueit was a denied boarding incident due to the airlines overbooking practices, which caused financial loss, unnecessary stress, and major schedule disruption.I respectfully request that BBB investigate this incident as a potential violation of denied boarding rights and help me seek appropriate compensation.And if there is any new progress, please contact me by email. The signal in the place where I live is not very good.

  Business Response

  Date: 06/05/2025

  Hi Jingting, 
  
  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. 
  
  Your reservation reflects that you did not check-in for your flight or cancel it prior to the travel dates. If a guest does not board the aircraft for any reason, the flight is automatically canceled in the system and all remaining segments on the itinerary are automatically canceled. The flights cannot be reinstated, and the airfare is non-refundable.
  
  Your LGA-DTW flight was not overbooked or oversold. Spirit does not issue refunds or reimbursement for guest who miss their flights. 
  
  As a one-time courtesy Ive created a Reservation Credit in the amount of the missed flight. Your Reservation Credit is available and can be redeemed online or by calling our ******************* at **************. Ive included the information below:
  
  Confirmation Code: WWTF4N
  Amount: $50.99
  Expiration date: May 27, 2026
  (Travel does not have to be completed by that date; however, a new reservation must be secured).
  
  The guidelines surrounding credits can be found on our website, **************************. 
  
  Here's the direct link for your convenience. 
  
  ********************************************************************************************************************************
  
  We hope to welcome you on board a future Spirit Airlines flight soon. 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23404990
  
  Thank you for your response, but I must respectfully disagree and submit the following clarification:
  
  
  I did check in at the airport self-service kiosk at approximately 2:00 PM, well before the 2:30 PM flight departure. I have **** receipt evidence that confirms I arrived at ***************** within the required time window. The kiosk printed a boarding pass with no seat number, and I was then informed by Spirit staff that the flight had been overbooked, and that only passengers who arrived earlier would be able to board. This is a clear case of denied boarding due to overbooking, not a missed flight.
  Despite this, Spirit continues to deny both that I checked in and that the flight was oversold, contradicting the statement made by their own staff at the airport. If Spirit has a record of the self-service kiosk usage under my confirmation number, it should show that I checked in on time.
  Because I was denied boarding, I had to purchase a last-minute flight with another airline from a different airport (EWR), and as a result:
  
  
  
  
  
  
  My Detroit-bound bus ticket became useless;
  I incurred extra expenses (ground transport, meals, private transfer);
  My replacement flight was delayed, and I ultimately arrived at my destination nearly 7 hours late.
  
  
  
  
  Offering only a $50 creditwhich can only be used on a future Spirit flightdoes not even come close to covering these costs, nor does it represent a fair resolution. This experience has been deeply unfair and stressful as a consumer, and I hope Spirit will reconsider and offer a meaningful compensation in line with the impact of their service failure.
  
  
  
  Sincerely,
  
  Jingting *****

  Business Response

  Date: 06/06/2025

  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:06/01/2025

  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 called the airline to tell them I was being a large instrument (an upright bass/ double bass) on my flight and they said that would be fine if I purchased a seat for my instrument, and sold me a seat for the instrument. Then when I get to the airport (LGA terminal 1 at 8am on 6/1/2025) the check in agent and manager refused to let me bring the bass on the plane even though they did not measure it, or weight it, or provide any specific company policy or reason, and after I told them what they were doing was an *** violation they said I dont care. Then they charged me $472.29 total, when I should have only been charged $171.29 for the round trip ticket plus the one way seat for the instrument. This was completely wrong they charged me for a big seat that I didnt sit, as they seated me in the middle of the plane and they charged me the wrong price for forcing me to check the bass. I spoke to customer service and they said that they could not provide me with a refund and that I would need to file a formal complaint for a refund. Section 403 of the *** Modernization and Reform Act of ***************************************************************************************************** the carriers ***-approved carry-on baggage program (e.g., an overhead bin or under a seat), it is sometimes possible to secure them to a seat as seat baggage or cargo in passenger cabin. Carriers are required to carry large musical instruments in the cabin if the passenger wishing to carry the instrument in the aircraft cabin has purchased an additional seat to accommodate the instrument and the instrument is contained in a case or cover to avoid injury to other passengers, the weight of the instrument does not exceed 165 pounds or applicable weight restrictions for the aircraft, and the instrument can be stowed in accordance with the requirements for carriage of carry-on baggage or cargo established by the ***.

  Business Response

  Date: 06/05/2025

  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 musical instrument and the travel option sold to you. 

  
  As outlined and agreed upon in Spirit's Contract of Carriage, a document you agreed to when you secured your booking, 
  Conditions for Acceptance of Special Items 
  The following items may be accepted as carry-on and/or checked baggage with restrictions. Standard baggage charges apply to ALL checked items and carry-on items (that exceed personal item dimensions), except where a special charge is indicated below. Size and weight charges may also apply, unless the overweight or oversized charge is specifically waived as stated below. To be accepted as carry-on baggage, the item must be within the size limits listed in section 7.2. Checked baggage may require a limited liability release tag, which can be obtained at the Spirit Airline's airport ticket counter. For safety and security reasons, all items must be securely packed inside a bag or case/container. Unsecured items may not be attached to a bag. Items that are packed separately will be considered two separate items and are subject to separate service charges.
  Musical Instruments are included as part of the guests standard baggage. Musical instruments are considered a fragile item. Fragile items will be accepted as checked baggage if they are appropriately packaged in a container/case designed for shipping such items. Music instruments that exceed 150 linear inches or 165 lbs. will not be accepted. * Small musical instruments (e.g. violins, flutes, guitars, etc.) are permitted as carry-on baggage as long as the instrument can be safely stowed in the overhead bin or under the guests seat. Stowage in the overhead bins is available on a first-come, first-serve basis.
  Spirit Airlines allows the carriage of musical instruments in the cabin as seat baggage (cargo in the cabin) if the instrument is too large to be stowed safely in a suitable baggage compartment in the aircraft cabin or under a passenger seat. The guest must purchase an additional seat and the cost is the applicable fare for the portions of the flight that the extra seat is requested plus sales tax. No additional fees will be charged. The instrument must be appropriately packaged in a container/case in a manner to avoid possible injury to guests and guest compartment occupants. The instrument may not impose any load on seats or the floor structure that exceeds the load limitation for those components. The item must be properly secured by the aircrafts seatbelt or other tie down having enough strength to eliminate the possibility of shifting under all normally anticipated flight and ground conditions. The instrument cannot block any guests view of the SEAT BELT sign, NO SMOKING sign or required EXIT sign. The instrument cannot occupy an emergency exit seat or impede access to the cabin aisle. The instrument may occupy a middle seat provided the adjacent window seat remains unoccupied.

  
  Our records show you were advised that the musical instrument was too big to be considered a carry-on and that it needed to be checked with a Limitations of Liability form signed. You were advised by 2 Supervisors that the instrument was too big and could not occupy a seat as the instrument would block view to other guest for the "Seat Belt & No Smoking" sign. You were provided multiple options in order to accommodate you, but you still insisted on the bringing the instrument onboard. The policy was again reiterated, and you eventually complied to have the instrument checked. 

  
  A refund of $125.00 and $80.00 was refunded to the **** ending in 5005 on 06/01/25. Travel has been fully boarded and completed. there is no further refund due. Spirit does not issue refunds for services rendered. Refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds.

  
  
  Have a great day! 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23404767
  
  I am rejecting this response because:

  Your claim is based on my instrument being over the size limits but your agents at no point actually measured my instrument.  I have also flown with the bass many times before (see picture of me flying with my seated instrument) and it has never blocked anyones view as you claim. Also the *** rules are clear concerning this matter and the regulations were made specifically because airlines like yours were refusing to allow passengers to bring these instruments with a purchased seat on board. You have not shown where your company policy states that instruments of this size could not be brought on board, and if you did have such a policy it would go against ******* regulations. And since you never measured my instrument you could not show that it was over size limits since you dont actually know how big it is 

  For some musical instruments that are too large to fit in the cabin stowage areas described in the carriers ***-approved carry-on baggage program (e.g., an overhead bin or under a seat), it is sometimes possible to secure them to a seat as seat baggage or cargo in passenger cabin. Carriers are required to carry large musical instruments in the cabin if the passenger wishing to carry the instrument in the aircraft cabin has purchased an additional seat to accommodate the instrument and the instrument is contained in a case or cover to avoid injury to other passengers, the weight of the instrument does not exceed 165 pounds or applicable weight restrictions for the aircraft, and the instrument can be stowed in accordance with the requirements for carriage of carry-on baggage or cargo established by the ***.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 06/06/2025

  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: 06/06/2025

   
  Complaint: 23404767
  
  I am rejecting this response because:

  They didnt even read what I wrote or respond to what I wrote. They just sent a canned copy and pasted message that I already received almost word for word  from two of their representatives. This has nothing to do with frustration or empathy, it has to do with very basic facts that they arent addressing.

  1. The sold me a seat for an upright bass, I specifically told the ticket agent what my instrument was and that it was a large instrument and they knowingly sold me a seat for it.

  2. Carriers are required  by *** regulations to allow passengers to carry large instruments that they have purchased a seat for onboard the aircraft.

  3. They claim that my instrument was too large and would block other passengers view. But they never measured my instrument to show it was too large, and they never responded to the photograph I provided with me on an airplane flying safely with the bass as per *** regulations. 
  

  4. They forced me to check my fragile instrument against *** regulations, and they refuse to admit they are wrong or reimburse me for forcing me to pay to check the instrument I had purchased a seat for.

  At this point they are just ignoring what I am saying and replying with generic copy and pasted responses which shows that they are not making an effort to rectify this, or even to defend themselves other than saying we made a decision and we said so so it is so. They are in the wrong here on multiple different levels and they refuse to even engage in a discussion about it.

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

• Initial Complaint

  Date:06/01/2025

  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.

  Dear *********************************,I am writing to file a formal complaint against Spirit Airlines regarding the cancellation and significant delay of my flight NKS2618 scheduled for June 1, 2025. Despite the cancellation being outside my control, Spirit has failed to provide me with a full refund as required under *** regulations.I was only offered a travel voucher, which does not adequately compensate for the disruption, financial losses, and inconvenience caused. I have attempted to resolve this issue directly with Spirit Airlines but have not received a satisfactory response.Under the **** Air Passenger Protection Rules, I am entitled to a full refund when a flight is canceled or significantly delayed and I choose not to travel. Spirits refusal to comply with this regulation has caused me considerable hardship.I request the **************************** investigate this matter and assist me in securing a full refund and appropriate compensation.Thank you for your attention to this complaint.

  Business Response

  Date: 06/05/2025

  Hi ********, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am truly sorry for the overall experience and for any interruption to your travel plans. I can only imagine your frustration, this delay caused. 
  
  Your STL-FLL flight was cancelled due to an Air Traffic Control (ATC) decision due to a weather-related issue. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations.
  
  When this happens, the options available to our Guests are re-accommodation on the next available Spirit flight or if this option isn't feasible, a refund of the affected unused flight segment is issued. In these situations we dont offer hotel accommodations; refund for additional expense or other transportation.
  
  We always aim to provide a trouble-free flight experience, but some situations are truly uncontrollable. 
  
  There's nothing more important to us than to send our guests to their destinations safe without delays and cancellations. However, please do note that not all flights use the same route to their destination. Weather conditions are not limited to the departure or arrival area but also within the pathway itself. This day, our route is affected by weather. Our guests' safety is of the utmost importance and continuing the flight will only risk our guests. I hope you understand.
  
  In your situation, I do see that you were previously assisted. A refund in the amount of $197.16 was refunded on 06/01/25 for the cancelled flight. The refund was issued back to the **** ending in 3876. There is no further refund due.  Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution.
  
  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.
  
  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; unfortunately, we are unable to issue any further compensation. 
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit! 
   

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23404434
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *********

  Customer Answer

  Date: 06/05/2025

  
  
  To Whom It May Concern,
  
  
  I am writing to formally reject Spirit Airlines response to my complaint. While they acknowledge the flight cancellation and confirm a partial refund and travel vouchers, they entirely fail to address the core issues, which are:
  
  
  Noncompliance with the *** and the Air Carrier Access Act I was traveling with a collarbone injury that limited my mobility. At no point was I offered reasonable accommodations, assistance, or support after the flight was cancelled. Spirit Airlines failed to meet its obligations under federal law to provide accessibility accommodations.
  Neglect of passenger care during the disruption Spirit staff provided no real-time communication or assistance when the flight was cancelled. I was left stranded without direction or support to rebook or access alternative transportation.
  Repeated, generic responses with no individual case resolution I received nearly identical replies from seven different representatives, none of whom addressed the accessibility violation, medical situation, or the emotional and financial burden created by Spirits inaction.
  
  
  
  
  Ive given Spirit ample opportunity to make this right. I am requesting:
  
  
  A formal apology acknowledging the ***/ACAA failure,
  A reasonable travel credit or fee waiver as a gesture of good faith,
  And an escalated review by a supervisor or *** compliance officer at Spirit Airlines.
  
  
  
  
  If Spirit continues to deny accountability, I will proceed with my formal filings to the ********************************* (***) and *** enforcement authorities.
  
  
  Thank you for your continued attention to this matter.
  
  
  Sincerely,
  ******** *********
  
  

  Business Response

  Date: 06/06/2025

  In accordance with our previous exchange, A refund in the amount of $197.16 was refunded on 06/01/25 for the cancelled flight. The refund was issued back to the **** ending in 3876. There is no further refund due.  Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution.
  
  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.
  
  Additionally, you were issued Future Travel Vouchers. I've provided the voucher details again below. There no further compensation due nor are we able to honor your request. 
  
  Guest Name: ******** *********
  Voucher Code: 57886896132400001 
  Voucher Code: 57886373528600001 
  Voucher Code: 57885998021500007
  Amount: $30 each
  Expiration date: 6/01/2026
   
  Guest Name: ***** HUNT 
  Voucher Code: 57886906823300001 
  Voucher Code: 57886385152200001 
  Voucher Code: 57885993128500008
  Amount: $30 each
  Expiration date: 6/01/2026
  
  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.

  Business Response

  Date: 06/06/2025

  Our records show you had multiple cases open. On case CAS-*******-T2M3F4 you were advised that a member of our Disability Specialist for further review. Once the reports are gathered, theyll be in touch with you. 
  
  
  Have a great day! 

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23404434
  
  I am rejecting this response because:

  They continue to respond with the same thing and a $30 voucher when this should be a priority to address.

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

  Business Response

  Date: 06/06/2025

  Our records show you had multiple cases open. On case CAS-*******-T2M3F4 you were advised that a member of our Disability Specialist for further review. Once the reports are gathered, theyll be in touch with you. 
  
  
  Have a great day! 

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23404434
  
  I am rejecting this response because:
  Dear *****,
  
  
  Thank you for providing the update.
  
  
  At this time, I do not consider Spirit Airlines response satisfactory, as the issue remains unresolved. While I understand that a Disability Specialist is supposed to contact me regarding case CAS-*******-T2M3F4, I have not yet received any direct communication or resolution.
  
  
  I would like to keep this complaint open until I hear back from Spirit Airlines with a meaningful update or resolution from the assigned specialist.
  
  
  Please let me know if you need any additional information from my side.

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

• Initial Complaint

  Date:05/31/2025

  Type:Sales and Advertising 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 recently had some tooth pain I went to the Doctor for treatment however the treatment was a bit pricey here in the states I was recommended to go where out of the country to where I had recently went for my veneers since it would be cheaper and to be on the safe side before flying I should also have a medical check prior to flying. I had a test done but while waiting for the results I found a reasonable flight on Spirit Airlines I didnt want it to go up any higher so I made the reservation I received and email from ************* where I had the test done mobile it stated I should isolate myself for the next 3 days I contacted Spirit Airlines I submitted a paper regarding my personal information about the results I was told the paper did not meet their requirements unfortunately thats what was sent to my email from the company which has their name my name the date the time and the results so they are keeping $99 of my monies that were paid for my flight which is not fair to me what I received through email is what I received now I have to go back to the ************** pay out of pocket again just to get another paper stating Im unable to fly

  Business Response

  Date: 06/05/2025

  Hi ******,
  
  Thanks for contacting Spirit's Guest Relations Team.
  
  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 are unable to make your trip at this time. 

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

  Customer Answer

  Date: 06/08/2025

   
  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,
  
  ****** ******