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Business Profile

Airlines

Spirit Airlines

Headquarters

This business is NOT BBB Accredited.

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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

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Spirit Airlines has 16 locations, listed below.

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    Customer Complaints Summary

    • 4,269 total complaints in the last 3 years.
    • 1,028 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/02/2022

      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 suffered a major injury, a slipped disc in my spine, preventing me from traveling and I've asked for a refund. This company is refusing to refund my booking. I was traveling with my partner to ***** but now I cannot travel. They won't even refund the luggage fee I paid in advance. I don't understand how this is even possible considering I wont be traveling, much less placing a suitcase in their plane. I have attached the necessary documentation.

      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.

      All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure. 

      As a one-time courtesy, I have gone ahead and issued a refund in the amount of $189.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 
    • Initial Complaint

      Date:11/02/2022

      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.
      Spirit airlines never advised of any luggage fee when booking was made over phone.agent stated "luggage is no charge there ** a fee for carryons "spirit airline.at check in i was told there is a fee and got overcharged/double charged for a luggage.called 3 times and get told 3 different answers

      Customer Answer

      Date: 12/07/2022

      Great
      We settled they will refund overcharge back to card
      Happy Holidays

      Business Response

      Date: 12/08/2022

      Hi *****, 

      Thank you for your reply. I have gone ahead and issued a refund in the amount of $79.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 
       

      Customer Answer

      Date: 12/08/2022

       
      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.

      Sincerely,

      *******************************
    • Initial Complaint

      Date:11/02/2022

      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.
      Spent over $700 on flights and bags, try to adjust a flight home and they are trying to change me even more for a flight thats cheaper than my original flight & charge me for bags again. Then I ask for a reservation credit to just rebook my flights and of the $718 I spent they offer me $143. **************** was beyond rude and no help at all. Just kept saying theres a few to change the flights which I was aware of and said I was ok paying. Then she lies and said that flight isnt available when my boyfriend just booked it this morning and I sent her a screenshot of me able to book it right then. She then tells me to book it since I can and apologizes about the $200 more a flight but she cant do anything about it. This trip has been planned since March and my flights booked for months.

      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 truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with 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.

      Itinerary changes are subject to a per guest service charge, plus any difference in airfare for the alternate requested date(s) or flight(s), and any difference in government taxes and fees.



      Plans change we understand and that's why we offer several options on how to change your reservation. The quickest and least expensive option is to visit "My Trips" and make modifications yourself. Changes can be made up to an hour before scheduled departure. 

      If your new fare is less than the original fare, we'll provide you with a Future Travel Credit which can be used within 90 days to book any available travel. If the new flight has a higher fare, you'll need to pay the difference including any difference in government taxes and fees.
    • Initial Complaint

      Date:11/02/2022

      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.
      Spirit delayed flight number **** on September 30, 2022 over ************************ $700.00. They offered me a $50 credit voucher, which there now preventing me from using even after there are no restrictions with the voucher and the travel dates are sufficient. Spoke to a rep who said Spirit is aware of the website issues; but, still want to charge an additional $25 to book the flight online. Im a Spirit member who will never fly Spirit after this year! Trash Airline!

      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.


      The value of a Future Travel Voucher is applicable towards the flight only portion of the Base Fare and not of the flight price. In order to view the amount that your voucher should cover, when you're booking your flight on spirit.com, once you click the drop-down arrow next to Flight Price, your voucher will go towards a portion of the Flight breakdown.



      Vouchers will not cover any additional government surcharges, passenger usage charges, or compliance fees. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. You dont have to fly by the expiration date, just make a reservation before it expires.


      There are times when the fare is super low, and the voucher may not cover much. In these instances, you're still getting a great deal on a flight. So, it may be best to save your vouchers for a more expensive fare.
    • Initial Complaint

      Date:11/02/2022

      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 called in to book a flight from ******* to ********* on the dates of November 20 to November 25. I had to do this due to the website advising me to do this multiple times. I called in and purchased the trip. The rep stated that the first card declined. I have a free spirit master card and it was lost but stored on site. The second time it went through. I received a notification that the payment was declined. I called back several times requested to speak to a manager but the rep told me the phone system is down and they would have to schedule a call back. I called the credit card customer service line and it was successful.

      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 have reviewed your reservation and I do see your Mastercard ending in **** was declined, however your Mastercard ending in **** was approved and I'm happy to see you were able to complete travel. 



      I have also forwarded this email glitch to our IT Department for review. 

      Customer Answer

      Date: 11/29/2022

       
      Complaint: 18347565

      I am rejecting this response because:  this caused me to call numerous times and have to take time off my job in order to resolve the issue that was left in a stalemate.  I want to be compensated for that as well as all the issues from the glitch that was a system error.  I spent a total of 6 hours calling attempt to resolve the issue. 

      Sincerely,

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

      Business Response

      Date: 11/30/2022

      Hi ***********, 


      We appreciate your continued correspondence through the Better Business Bureau.




      I'm so sorry you are dissatisfied with the resolution provided, I have forwarded your concerns to our IT Department for review. 

      Customer Answer

      Date: 12/06/2022

       
      Complaint: 18347565

      I am rejecting this response because:  I had continual issues with the reservation and that is not my issue that the company needs to compensate me for all the issues book the flight as well as the flight being delayed and having to change planes and get back on the same plane this was a compete nightmare.  IT glitch is not my responsibility. 

      Sincerely,

      ****************************
    • Initial Complaint

      Date:11/01/2022

      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.
      Their vouchers seem to be fraud and false marketing. In order to use a voucher I received, my entire reservation was messed up. Every person on the phone refused to assist and sent my to a chat feature that stated a 25 minute wait, but as I write this an hour later, there is no response. The only thing Spirit claimed to do was charge me a fee to change it.Since I had to play their games, I am no longer able to get a full refund since it is an hr past the 24 hr rule ******, who claimed to be a supervisor, refused to assist any way to remedy this situation. He also was unwilling to connect me with his supervisor or leadership. Kept me on the phone in an attempt to have me not fill out the survey, and continued to waste my time.

      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 truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with 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.


      Words cannot express how sorry I am that you are not pleased with terms of our vouchers.


      The value of a Future Travel Voucher is applicable towards the flight only portion of the Base Fare and not of the flight price. In order to view the amount that your voucher should cover, when you're booking your flight on spirit.com, once you click the drop-down arrow next to Flight Price, your voucher will go towards a portion of the Flight breakdown. Vouchers will not cover any additional government surcharges, passenger usage charges, or compliance fees. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. You dont have to fly by the expiration date, just make a reservation before it expires.


      While Im unable to override the features of our voucher, I have corrected the name on your voucher. 


      Name: ************;*******

      Voucher: 46363298116700001

      Amount: $50.00

      Expires: February 25, 2023



      For information on how to redeem your voucher, click here. 
    • Initial Complaint

      Date:11/01/2022

      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 December 23, 2021 I was sent an email letting me know the period to qualify for Gold status was extending by 6 months until June. As stated in the email, I had over ***** SQP at the time of the email. I met the requirements of reaching ***** points before June, but my points were reset before the extension was over and wasn't awarded the gold status benefits. I have talked with multiple employees over the phone who saw the error, but wasn't able to change anything. They escalated the issue, but I never heard back. I emailed Spirit and stated my complaint with attachments that included the email and my points summary totaling more than ***** points that included my original ***** **** as of the date of the email and the over ***** additional **** since the email. The response was generic, dismissive, and didn't address any of the concerns. I booked flights with Spirit and used my Spirit mastercard in order to earn points to reach this status.Email Case:CAS-6753709-J8C8F0

      Business Response

      Date: 12/04/2022

      Hi ******, 


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

      I have reached out to our Loyalty Team and was advised of the following. Of your 11 bookings this year, 7 were reward bookings, which you will only receive ancillary points towards. You'll only earn 1 SQP for every $10 applied to your credit card. If you book with multiple passengers + ancillaries, you will only earn for what is applied to your personal account, tied to your name.



      Also, at this time, you only have 819 **** left to hit Gold, you currently have  ***** ****

      Customer Answer

      Date: 12/05/2022

       
      Complaint: 18345584

      I am rejecting this response because:
      they didnt address the actual complaint regarding the given extension of the eligibility period until June 2022. The email sent to me from Spirit giving me the extension and my earned points were attached to the original complaint. They merely stated my current points were insufficient, which isnt the issue at hand.


      Sincerely,

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

      Business Response

      Date: 12/15/2022

      Hi ******, 

      We appreciate your continued correspondence through the Better Business Bureau.

      I'm so sorry you were dissatisfied with my resolution however, this was the information presented to me by our Loyalty Team. 

      Customer Answer

      Date: 12/15/2022

       
      Complaint: 18345584

      I am rejecting this response because: there was no resolution and the actual complaint wasnt addressed. The loyalty team didnt address the email sent to me by spirit and the attachments proving my SQP earnings. The email gave me 6 extra months to reach gold and spirit didnt honor it.

      Sincerely,

      *********************
    • Initial Complaint

      Date:11/01/2022

      Type:Billing 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've been having a problem with my Free Spirit account for the last several months. On 7/1/2022, I made a purchase from ****** using the Free Spirit Online Mall. It took several months (and several e-mails to Spirit Airlines Guest Relations) to have the points associated with that purchase credited to my Free Spirit account. However, because it took more than 3 months for Spirit to credit those points to my account, it appears that all of the points in my account expired and all ***** points were removed from my account on 9/3/2022. PLEASE restore those ***** points to my account. The details, including my Free Spirit account number, appear in the ********************** Guest Relations ticket # NK:017040000681.Thank you.

      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



      Our records show that **** points expired from FREE SPIRIT account ********* in September. As a one-time courtesy, I have reinstated your points. 


      You might consider applying for our Spirit World MasterCard. Spending as little as a dollar each month will keep your account active and avoid point expiration.

      Customer Answer

      Date: 12/02/2022

       
      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.  My thanks to the BBB for assisting with this situation - I appreciate your help.

      Sincerely,

      ***************************** ****
    • Initial Complaint

      Date:11/01/2022

      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 booked a rental car and flight on oct, 31st for leaving *********** ** to ********** of the 18th are returning on the 21st. On November 1st at 7:40 am I contacted a customer service rep via chat via the website. The agent no way of knowing if they could change my return flight or not, I had until 9:04 to cancle the reservation for the flight for 100 percent refund. Due to the rep not knowing anything i Went to cancle it at exactley 9:04am. However I got a message that read error and that my trip was not cancled. The rep said to contact another rep to change the reservation. Then I got an email saying it was cancled and I would only be refunded part of the flight cost. I then attempted to talk to another representative via sms, I got the same responce" I have exhausted all my option you should call this number ************ cause you besically contacted sitrit vacations. I called the number after a breif hold I talked to a women who after about five minutes at looking at my stuff said the same thing, she has exhausted her options and to contact spirt.com. (sending me back to the orginal two people. I informed her I would not since they both directed me to her. I asked to speak to a manager and was placed on hold for about 30 minutes. Then a man picked up and said I will trasfer you to vacations, and then he ended the call completely. I would like to be refunded for the rebooked flight.

      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.



      Plans change we understand and that's why we offer several options on how to change your reservation. The quickest and least expensive option is to visit "My Trips" and make modifications yourself. Changes can be made up to an hour before scheduled departure. 

      If your new fare is less than the original fare, we'll provide you with a Future Travel Credit which can be used within 90 days to book any available travel. If the new flight has a higher fare, you'll need to pay the difference including any difference in government taxes and fees.


      As your new flight was boarded and travel is complete, I an unable to honor your request for a refund. Additionally, your new flight was cheaper than your original flight. 
    • Initial Complaint

      Date:11/01/2022

      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 November 2, 2021 I booked a vacation package through ***************** for May 5- May 10 of 2022 and I purchased the additional "cancel anytime" insurance. Unfortunately, on February 21, 2022 I had to cancel the trip. As per Spirit's website, "flights cancelled at least 7 days in advance are eligible for a full refund." My cancellation was almost 3 months in advance and they attempted to tack on a cancellation fee for each passenger, which was almost the amount that I had paid for the flights. Eventually, I was able to work it out but I was not given a cash refund. Instead they gave me a reservation credit that was good through July 8, 2022. I contacted Spirit on June 24, 2022 to get an extension but I was told that the credit had to expire first. So July 12, 2022 I contacted Spirit again to request the extension and in writing I was told "I successfully extended your credit for another 90 days." On October 7, 2022, one day prior to the credit expiring, I attempted to redeem it but got an error stating that the reservation credit had expired. I called Spirit AGAIN, and even though I have it in writing that the expiration date was extended, they told me that it had not been and so they had to put in another request. Just today I attempted to book a flight and redeem the credit and this time I got an error that the name doesn't match the original reservation. So I called and I was told that I could not use the credit without the other passenger being on the flight, who is my minor child. The original reservation was in MY name, I was the main passenger, and I paid for that flight with MY credit card. I have cancelled with other airlines in the past, having 2 passengers on the initial flight but not on the rescheduled flight, and I never had an issue redeeming the credit just for myself. First, Spirit would not refund me the money now they are making it impossible for me to redeem this reservation credit. They are frauds.

      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. 



      All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure.



      Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated. 



      I have reviewed your reservation credit and I'm happy to see you were able to use your credit to book a new flight. 

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