Business Profile

Airlines

Spirit Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

4,265 total complaints in the last 3 years.
1,017 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:11/07/2022
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 have cancelled the $9 ********* every year via the telephone for the last three years. They tell me over the phone that it is canceled and that there won't be anymore charges ever again, but every year I have to call Spirit and it even gets harder and harder to transfer to talk to these hustlers. They owe me about $300 worth of annual fees back from not honoring my right to cancel. I refuse to let them take advantage of an African American who serves his country. Shame on Spirit Airlines and their savers club. They have brought us nothing but pain mentally.
Business Response
Date: 11/28/2022
Hi ***********,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

Im sorry to hear you were caught off guard by the renewal of your Spirit *********** membership. I found that you joined our ***********, paying the enrollment fee. The terms and conditions you agreed to upon signing ******** that memberships are non-refundable, non-transferable and automatically renew yearly.

A reminder email was sent on 10/08/2022 to ****************** alerting you of the upcoming renewal. As your membership was not canceled prior to that date, it remained active and the card on file was automatically charged $69.95, extending the membership for another year.

If you wish to cancel your membership, you may reply to this email granting permission to do so. Once received, I'll extend a one-time courtesy, canceling and refunding the annual membership renewal charge of $69.95. Upon cancellation, benefits cease immediately.
Customer Answer
Date: 11/28/2022

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. So, I would like them to cancel my renewal effective immediately as they stated and get a refund as they have also stated. Thank you.

Sincerely,

*******************************
Initial Complaint
Date:11/07/2022
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 am very distraught for the fact that My disabled wife had missed her flight due to the incompetence and carelessness of the staff because assistance was not properly provided for my handicapped wife along with 2 small children! Prior to arrival I had communicated with Spirit Airlines in advance to informed them that my wife needed assistance because she needed a wheelchair to assist her and our 2 children to get to the terminal on time, I was told and reassured that someone would be there at the check in counter, but no one never showed up. My wife was struggling with our 2 small children to make it to the terminal, by the time she made it, the plane was gone. She was very upset and I Had to go through Delta and pay for another plane ticket! All I want is a full refund for the inconvenience and extra stress my wife endured along with our children having to be put into a situation like that. Note: Just to inform you my bank is currently on standby to dispute this transaction if you all will not resolve the issue. My bank had to cancel my card and reissue me a new card, I can provide you all my new card number if Ill actually get refunded.
Customer Answer
Date: 11/16/2022
Heres my proof of purchase
Business Response
Date: 11/29/2022
Hi *******,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

I'm so sorry that your recent experience with us was not pleasant. I want to research this matter for you, so Ive gone ahead and forwarded this incident to our Disability Specialist for further review.

Once the reports are gathered, they'll be in touch with you. The investigation may take some time to complete, so I thank you in advance for bearing with them through this process.
Customer Answer
Date: 11/29/2022

Complaint: 18364588

I am rejecting this response because: This is not a resolution to our issue. We want a full refund because my wife and children never boarded the flight. My wife and children were not assisted with boarding at all. Please resolve this with refunding our funds.

Sincerely,

*****************************
Business Response
Date: 11/30/2022
Hi *******,
We appreciate your continued correspondence through the Better Business Bureau.
Ive gone ahead and forwarded this incident to our Disability Specialist for further review.
Customer Answer
Date: 11/30/2022

Complaint: 18364588

I am rejecting this response because: Still no resolution.

Sincerely,

*****************************
Business Response
Date: 01/30/2023
Hi *******,
Thank you for your correspondence. I see that your concerns were addressed by our team on 12/5. Please see below for a copy of the email sent to you.

"Hi *******,

My name is ***** and I am part of the Spirit corporate Disability Specialist team. Thank you for your patience while we looked into your concerns. I am grateful for the opportunity to assist you. Immediately upon receiving your correspondence, I reached out to our ******* (ATL) station management team for reports relating to the incident you described. I have now received the necessary reports to address your concerns.

According to the reports received, you reached out to our ************** to add wheelchair assistance for your wife at 8:21 PM for her flight scheduled to depart at 9:10 PM. Our records confirm that your wife was assisted by an agent at the ticket counter at 8:51 PM. Please be advised that once a wheelchair request is made, oftentimes, a short wait is necessary as our SP may be busy helping other Guests. We strive to accommodate all wheelchair requests as soon as possible, but are required to provide service within 20 minutes upon your arrival at the airport and immediately after the last Guest deplanes upon your arrival at your destination. Keep in mind, that although this request is added in advance, you are still required to inform a Spirit team member that you require assistance.

Additionally, per the terms of our Contract of Carriage, a document **** agreed to upon securing a reservation with us, baggage must be checked at least 45 minutes before the flight for domestic travel and guests must arrive at the gate at least 15 minutes prior to scheduled departure. If not, you do run the risk of missing your flight. We have these time constraints in place to ensure an efficient and smooth boarding process for everyone. We never want you to miss your flight. Thats why we recommend that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights. Due to lengthy TSA security checkpoint times (not controlled by Spirit Airlines), its recommended that you check airport information prior to arrival at the airport.

Because **** did not arrive with sufficient time to make it onto her flight, she did not make it to the gate with sufficient time and missed her flight. I am so sorry that this happened and for the frustration and inconvenience she may have experienced.

After reviewing ****'s experience, because she missed her flight due to her late arrival and not because she was not provided with assistance in a timely manner, I have determined that our service met the standards set forth by the ****************************, (DOT). I want to assure you that we are dedicated to helping our guests that require special assistance. To ensure that our Guests requesting special assistance are provided with excellent service, our employees, contractors, and Service Providers are thoroughly trained on the procedures we have set up for Guests needing wheelchair service. I hope Ive addressed your concerns in a satisfactory manner; however, Im required to inform you that you have the right to pursue DOT enforcement action in accordance with ACAA and DOT rule 14 CFR Part 382.

If **** encounters problems when traveling with us, she is welcome to ask our Spirit guest service personnel for a Complaint Resolution Official (CRO). Our CROs have been specially trained and are aware of applicable DOT disability regulations. Our CROs are available at all airport locations and will be glad to respond to her concerns.

If I can assist with any other matter, please let me know. Its my pleasure to assist.

Best Regards,

*****
Disability Specialist"

If you have any other questions or concerns, we are here for you.
Dedrie

Corporate Consumer Relations
Initial Complaint
Date:11/07/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
WE BOOKED A FLIGHT FROM *******, ** TO *****, ** ON 10/21. OUR FLIGHT WAS TO LEAVE ATL. @ 7:45PM AND ARRIVE IN *** @ 9:43PM. THIS FLIGHT GOT DELAYED 3 TIMES AND AS A RESULT WE DID NOT GET TO *** UNTIL 12:55AM ON 10/22. AND WITH THIS HAPPENING WE ( ME AND MY DAUGHTER ******************) SPOKE TO THE CUSTOMER SERVICE SEVERAL TIMES FROM THE AIRPORT IN ***. AFTER THE FLIGHT WAS DELAYED THE 3 RD TIME AND WE WERE TOLD THAT WE WOULDNT BE ARRIVING IN *** UNTIL 12:55AM WE REACHED OUT TO OUR HOTEL IN *** AND WAS TOLD THAT WE WOULD HAVE TO CHECK IN BY 12 MID***** OR WE WOULD HAVE TO PAY FOR A ADDL. ***** . WE THEN CALLED THE CUSTOMER SERVICE BACK TO INFORM THEM THAT BECAUSE OF THE 3 DELAYS OF OUR FLIGHT WE WOULD LOOSE OUR HOTEL IN *** BECAUSE WE WOULD NOT BE ABLE TO CHECK IN BY 12 MID***** BECAUSE THE FLIGHT WOULDNT ARRIVE IN *** UNTIL 12:55AM. WE WERE TOLD THAT WE WOULD RECEIVE A HOTEL VOUCHER FOR THE ***** SINCE WE HAD LOST OURS BECAUSE OF THE DELAYS AND TO GIVE THEM A CALL BACK WHEN WE ARRIVED IN ***. AND WHEN WE DID WE WERE GIVING THE RUN AROUND AND THEY JUST KEPT TRANFERRING US TO DIFFERENT PEOPLE TO GET IT DONE TIL WE JUST GAVE UP CAUSE BY THEN IT WAS AFTER 2AM, THIS IS VERY UNPROFESSIONAL AND UNFAIR THAT WE HAD TO PAY FOR A ADDL. HOTEL ***** . AND NOW THEY DONT WANT TO MAKE IT RIGHT. WHAT IF WE DIDNT HAVE MONEY TO PAY FOR A ROOM, WE WOULD HAVE BEEN IN A STRANGE CITY IN THE ***** WITH NO HELP BECAUSE OF THE ISSUSES WITH YOUR AIRLINE. NOT FAIR AT ALL.
Customer Answer
Date: 11/07/2022
I have attached our hotel bill.
Business Response
Date: 11/28/2022
Hi *****,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

Please accept our apologies regarding your flight delay. Our records show that your flight was delayed due to a maintenance-related issue. We do all that we can to prevent delays, but at times they're unavoidable as the safety of our guests and crew comes first.

As your final destination with Spirit was *** we are unable to provide Hotel Accommodations at your final destination.

We understand your travel plans were disrupted. Our station issued each of you a Future Travel Voucher (FTV) in the amount of $50.00. You should have received an e-mail containing this information but, just in case you didn't, I've provided it again below.

Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.

Guest name: ******************
Voucher code: 45878328325500051

Amount: $50.00
Expiration date: January 17, 2023

Guest name: CALVIN LOVEJR
Voucher code: 45878324454700052
Amount: $50.00
Expiration date: January 17, 2023

Guest name: TRINAROOKARD ******
Voucher code: 45878326420700053
Amount: $50.00
Expiration date: January 17, 2023

Guest name: *************;******
Voucher code: 45878328426600054
Amount: $50.00
Expiration date: January 17, 2023

For information on how to redeem your voucher, click here.
Customer Answer
Date: 11/28/2022

Complaint: 18370002

I am rejecting this response because
This not fair @ all. I contacted ***** services on 10/21 and informed them of the issues with us loosing our hotel room because of the delays and we were unable to check into our room before 12 midnight and had to pay for an addl. Day and was told by the ***** services that we would receive a hotel voucher but had to wait til we got to *** to make sure it was after midnight because they couldn't give it to us if we made it on time. And we tried to call when we got to ***** but was given the run around for an hour . They just kept transferring me to different people until I just hung up. This is not acceptable. It was not our fault that the flight was delayed 3 times and we had to pay for another hotel or be stranded outside in the dark at night .
Sincerely,

***********************
Business Response
Date: 11/30/2022
Hi *****

We appreciate your continued correspondence through the Better Business Bureau.

As I have fully researched your concerns, and reviewed our Contract of Carriage, I'm afraid I'm unable to alter the position provided.
Initial Complaint
Date:11/07/2022
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.
They did not allow me to board because, according to the airline, **** asks for a minimum **** validity of six months and my **** expires in 5 months, which did not cost them anything to call the ************ to ask, I have the ******** immigration email which says that I can enter until the last day of the **** expiration, I was traveling with my wife for our wedding anniversary, we were going to ************ and we lost everything
Business Response
Date: 11/28/2022
Hi *****,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

I have reviewed your reservation and as you did not have the proper documents to enter Lima, you were unable to complete travel. Please be advised it is your responsibility to ensure that you had the correct documents to travel as this could have caused deportation by the Lima Government.

Your refund was issued in the full amount of your flight back to the credit card on file.
Initial Complaint
Date:11/07/2022
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.
Spirit Airlines Flight: ***************************** (***) to *******, ** (***)Date: Sunday, October 23, 2022 Confirmation Code: QBTW7Y Passengers: ******************************************************* Our flight was scheduled to leave at 10:15pm. It was originally delayed an hour or so because the crew had not arrived. We were then informed 'our crew will arrive shortly' and then they had all of the passengers board the aircraft. After sitting there for 15 minutes we were informed that the crew would no longer be arriving at all. After de-planing, the gate agent told us that the flight would not depart until 8am the next day. The gate agent also told us directly that those who are on a layover in ********* are entitled to a $50 meal and $150 hotel reimbursement. I have called Spirit, waited on hold for hours, then been told to use the chat feature on the website, then been told to fill out the 'contact us' form on the website, and then I was denied by the customer service agent that responded. Pg. 42 of their Contract of Carriage states "Spirit will provide overnight accommodation(s) or will reimburse reasonable costs of overnight accommodation(s)for non-local guests in the event of a controllable cancellation or an extended controllable delay departing after the scheduled departure day."
Business Response
Date: 11/28/2022
Hi *****,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

The crew that was scheduled to support your flight from ********* to ******* was unable to do so due to weather conditions along their travel route. These weather delays rendered your crew legally unable to complete the remaining flights on their schedule. Per *** regulations, all crew requires a rest time of 8 hours uninterrupted. As such, this delay was mandated by the *** and was regrettably outside of our control.

As stated in our Contract of Carriage: Spirit will provide overnight accommodation(s) or will reimburse reasonable costs of overnight accommodation(s) for non-local guests in the event of a controllable cancellation or an extended controllable delay departing after the scheduled departure day.

However, if the cancellation or misconnection is caused by severe
weather, Air Traffic Control decisions or other issues or causes outside of Spirits
control, we do not offer such accommodations.

I do apologize but I am unbale to honor your request for reimbursement of your out of pocket expenses.
Initial Complaint
Date:11/06/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 27, 2022 my flight spirit flight **** was over 2 hours delayed. I am a gold member with spirit and had to have my dog in airport the whole time- I followed the planes flight plan on flight tracker and our plane was there but was given to another flight?? There were no weather issues and no explanation. I would like a full refund of points and a voucher to use for future travel
Business Response
Date: 11/28/2022
Hi ******,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

Please accept our apologies regarding your flight delay. Our records show that your flight was delayed due to a maintenance-related issue. We do all that we can to prevent delays, but at times they're unavoidable as the safety of our guests and crew comes first.

As your flight was boarded and travel is complete, I am unable to honor your request for a refund. I have however, issued a Future travel Voucher you can use towards your next flight.

Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.

Guest name: *************************
Voucher code: 46348742281600001

Amount: $50.00
Expiration date: February 24, 2023

For information on how to redeem your voucher, click here.
Initial Complaint
Date:11/06/2022
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 recently checked a **** credit card statement and noticed Spirit Airlines charged me $69.95 on 10/27/22 which cleared on 10/29/22. I immediately thought this was fraud and called Spirit Airlines. I was on hold we'll over 30 minutes. The woman who answered said she was the right person to call but then said she had to have another eept call me back in 60 seconds. Never happened and no refund. Called back today 11/6/22 and after 35 more hold minutes a gentleman said I was charged since 2020. I explained I only flew once with Spirit 10/2017 and had a different credit card statement that time. He could see charges only since 2020? He could not look up other card charges? I said they fraudulently have my current **** number and expiration date because we had a lost card and it was reissued. He said he could refund one $69.95 charge and email another department to help me. I said I need a supervisor because my card number was fraudulently acquired. I'm now on hold indefinitely. Something is very wrong with their practices. I have seen countless situations on the web of this $69.95 charge (used to be $59.95) with no auto renewal email warnings and zero customer service assistance to fix the matter long term. ****** "Spirit Airlines fraudulently charges" and there are thousands of results. I'm happy to participate in a class action lawsuit over their Spirit Plus membership fraudulently practices. I cannot imagine how many people have no idea and the thousands of funds collected this illegal way. I would like any and all charges since my unfortunate Spirit Airline flight in 10/2017 immediately. Recent last 4 chaged ****. At the time of flight **** was the number.
Business Response
Date: 11/28/2022
Hi *****,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

Im sorry to hear you were caught off guard by the renewal of your Spirit *********** membership. I found that you joined our ***********, paying the $59.95 enrollment fee. The terms and conditions you agreed to upon signing ********* that memberships are non-refundable, non-transferable, and automatically renew yearly.

A reminder email was sent on 09/27/2022 to the email address ******************** alerting you of the upcoming renewal. As your membership was not canceled prior to the renewal, it remained active and the card on file was automatically charged ***** extending your membership for another year.

I do see that you canceled your membership online on 10/27/2022. Upon cancellation, benefits cease immediately and cannot be reinstated without entering a new membership. As a one-time courtesy, Ive issued a refund in the amount of $***** (for the 2021 charge) back to the card on file. Refunds are processed immediately; however, youll typically see this refund within **** days.
Initial Complaint
Date:11/06/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October the 25th, I purchased 6 plane tickets 3 for myself and 3 for my son, who has sickle cell anemia and needs to visit his Doctor in the ******************; I live in *******, *******. Spirit, with no explanation, canceled 4 of our 6 plane tickets, the ones from Forth Lauderdale-****** / ******-Forth Lauderdale, and the connection ticket for ****** ( confirmation #:KCCZPY) is not being refunded because Spirit airlines said they do not have any problems with that flight. As with any other person that travels, I purchased all my tickets online, and I did not cancel any of my tickets; that was something done by spirit with no explanation, I called 5 times, and the representatives are not connecting the call to a supervisor, they leave me on hold until I hang (I remain on hold for an hour each time). I need my money back because without the main flights I don't have anything to do a flight to *************** and I need 2 plane tickets ***-PTY leaving on December the 16th leaving in the afternoon and coming back on January the 1st in the afternoon in order to take my son to his Doctor ************
Business Response
Date: 11/28/2022
Hi *******,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

After researching your concerns, Ive found that you also submitted a complaint with the ****************************. Our Specialist ******* provided you with the following response:

I apologize that your flight on bookings NLUMGK and CCG5JV were canceled due to a significant schedule change based on operational needs. When these situations occur, Reservation Credits are automatically created for the booking upon cancellation. If the credit is not accepted, Guests can reach out to our ************** to make modifications to their booking at no additional charge or obtain a full refund instead of the Reservation Credit.

Following the cancellation, an email notification was delivered to the address on file informing you that a Reservation Credit was automatically created for the booking and that if you preferred, you could contact us to request a refund. I am happy to see that our ************** was able to assist and issued refunds for $582.19 and $554.06 to the **************** account ending in *****.
Thaysha, there are some situations where we do offer a refund and some that we do not. A refund option is given if we were to cancel your flight or significantly change your flights scheduled departure. All reservations canceled beyond 24 hours of the **************** are subject to a cancellation charge and forfeiture of the passenger usage charge, and the remainder would be issued as a Reservation Credit, if applicable. A refund is not given in that situation since the flight is operating and our tickets are non-refundable.
Upon review of reservation KCCZPY, I see that on November 6th, you canceled your flights via our **************. I can confirm that no refund was due as the flights were still scheduled to depart at the time you requested to cancel them. I also understand that this reservation was booked separately as a connection to the above bookings that experienced schedule changes. As a courtesy, I have gone ahead and issued a refund for $293.18 to the **************** account ending in ***** on November 21st. Refunds are processed immediately on our end but may take a few days to post back to your account depending on your financial institution.
*******, I hope that despite this experience, you will choose Spirit for future travel. We would love to show you our determination to Invest in the Guest and provide an airline experience that exceeds our Guests' expectations.
Initial Complaint
Date:11/06/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 11th after arriving to the airport for my 7:54 pm flight Spirit announced that my flight was cancelled. Since Spirit cancelled my flight at 6:12 pm less than 24 hours and there were NO OTHER flights that evening, I lost over $1,000 due to the missed hotel cancellation deadline, prepaid card rental, and transportation to and from the airport. As all irate passengers went to customer service we were all told That the earliest we could leave ************ was Monday because all flights were already booked. This was a quick weekend trip. Since my husband and I are essential workers we had to back by Monday not departing on Monday. In lieu of delaying our flight the spirit airline agent gave is a credit for the $313 that we paid and told us that we had a YEAR to use it. Today is 11/6/22. LESS than a YEAR from 3/11/22. Last night I attempted to book my flight and was SHOCKED to see that my credit was not being applied. I called customer service who told me with a nasty attitude that I was misinformed. It is not my fault that Spirit cancelled my flight and their incompetent employee LIED regarding the credit. To top it off I was further LIED to as the customer service representative said she would extend the credit and I would be able to book within an hour. An hour passes by and I attempted to rebook and the credit still did not work. I called back and was told to wait 72 hours. I am over the LIES, DECEPTION, and THEFT. We already lost tons of money due to SPIRIT's cancellation and now we have to deal with Spirit stealing $313 more. I am not letting this go. I want what I was promised and I want that credit reinstated. My confirmation number is CD6TPC.
Business Response
Date: 11/28/2022
Hi Aprell,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

I'm so sorry to hear your flight was canceled due to weather. We do all that we can to leave on time, but your safety will always come first.

When these unexpected cancellations happen, we can re-book you on the next available Spirit Flight or, we can issue a refund of the unused portion of your itinerary. As your flight CD6TPC was booked using a reservation credit, you were refunded in the form of another credit.

At this time our Reservation Credits are valid for 90 days. You do not have to fly before the credit expires, you only need to book a flight before then. I'm happy to see your credit was extended and you were able to use it to book a new flight.

I truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our Director of Airport services and our *********************** 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.
Initial Complaint
Date:11/05/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a flight booked with spirit. I was flying from ********* to *********** with a layover in ft lauderdal on 10/23/22. I was notified on 10/22 that my flight to ******* was delayed due to lack of staff. I asked them at the ticket counter if I got on this flight will I be able to make my connecting flight in ******* just to get to ******* and was told my flight left. The people at spirit customer service told me flight was rebooked for the following day to ***********. They put us in a hotel on the side of the highway but no other accommodations. I had to buy food that wasnt in my budget because I was banking to be in an all inclusive resort. Not only did I spend extra money but I. Missed out on an entire day in *******. I called spirit multiple times and I was told by customer service reps and supervisors that it was nothing they can do. I recently just called spirit again and asked to speak to a supervisor they sent me to their survey hotline. I called back and told them what they done they told me they connected me to a supervisor but no one ever picked up after an hour. This is not how you conduct business
Business Response
Date: 11/28/2022
Hi ******,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

Im so sorry to hear that you missed your connection. Our records show that your outbound flight was delayed due to crew which ultimately caused you to misconnect.

Im very happy to see that you were re-booked for the next available Spirit flight. I understand that you still may have incurred a few additional out of pocket expenses. Id be happy to review any receipts that you have that show this!

Please attach the receipts that outline the expenses you incurred as a result of this missed connection.

Once the proper documentation is received, it'll be forwarded to our Refunds Specialist for review. If reimbursement is approved, the review process can take up to 20 business days to complete. Should our Specialist determine that compensation will be issued, a check will be mailed to the address that you provide.

Please provide your mailing address in response to this e-mail as I cannot submit your claim without this information.

Food receipts must be detailed and show the date of purchase and items purchased.

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Spirit Airlines is NOT a BBB Accredited Business.