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

Customer Complaints Summary

4,270 total complaints in the last 3 years.
1,028 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:10/29/2022
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.
Had a flight that was delayed 5 times , I was at the Airport for 10 hours . After finally getting on a plane and flying 3 hours , spirit had no gate to get ** off the plane and we sat on the run way for 2 hours . I sent a email to Spirit but never heard back
Business Response
Date: 11/21/2022
Hi ******,

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

Our records indicate that your flight was affected by bad weather. Air Traffic Control (ATC) ensures the safe operation of all aircraft flying at any given time. When there is inclement weather, ATC makes sure that there is enough safe space between aircraft. Delays and cancellations may occur due to the limited airspace during times like these.

Were sorry for the additional time you spent on your journey. There are times that airport facilities are not aligned with the operation, and another gate was not available. Unfortunately, we had to wait for the facilities to clear in order to gain access to the terminal.

Delays and irregular operations, although rare, do occur. We understand this may throw off your plans, but the safety of our guests is always our top priority.

I have gone ahead and issued a Future Travel Voucher for you. 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 only portion 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: 46259123410600001

Amount: $50.00
Expiration date: February 17, 2023

For information on how to redeem your voucher, click here.
Customer Answer
Date: 11/23/2022

Complaint: 18333605

I am rejecting this response because:
The flight was NOT affected by weather , the flight in question was affected by no pilot , your pilot dudbt show and was not reachable and you were short of staff for take off which cause 5 delays before take off and 2 hours stuck on a run way because no one can schedule a gate to get the people off a plane that was delayed 5 times . My whole cost of the flight should be returned to me .

Sincerely,

*****************************
Business Response
Date: 11/29/2022
HI ******,

We appreciate your continued correspondence through the Better Business Bureau.

As your flight was boarded and travel is complete, I am unbale to honor your request for a refund.
Initial Complaint
Date:10/29/2022
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 purchased a plane ticket in 2019 but when COVID occurred everything closed and my flight was cancelled and I never received a refund they said they werent giving refunds but ******************************* says that I can get a refund now theyre claiming they cant find my reservation even though I gave them the reservation number. They gave me points to use within a year but now I dont have that either but I rather have my money back. If I had known they handled situations like this I would have never bought anything from them. I cant find my original email but I do have it in my calendar.
Business Response
Date: 11/21/2022
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 CDEYRJ and our records show you boarded your flight (***-*** 10/16/2019, ***-*** 10/21/2019) and completed travel.
Customer Answer
Date: 11/21/2022

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:10/29/2022
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 had a credit of ****** dollars from a cancelled flight on 11/23/2021 due to COVID. I was never informed that I have 6 months to use the credit my any employee of spirit. Im a young ******* American single mother and I dont have money to just give to spirit I work so hard for my money and I want a refund and they are denying me a credit Or a refund! Please help me in this Matter.
Business Response
Date: 11/21/2022
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.

Please note that refunds are always an option for flights that have had to be cancelled by Spirit. If a guest chooses not to travel for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time.

Our records show your credit was re-issued and you were able to use your credit to book a new flight.
Initial Complaint
Date:10/29/2022
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.
Had Items worth over $1800 stolen out of my luggage. When i call in no one will help me and tell me to go online. the website doesn't allow me to make a claim and when I spoke a rep once the said a manager would call me back. I've called that number back several times and no one ever answers after waiting over an hour it hangs up on you or sends you to a voicemail that's full.I need to talk to a executive
Business Response
Date: 11/21/2022
Hi *****,

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

I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.

If a bag/item is delayed, lost, damaged or pilfered, a Spirit Airlines representative at the airport must be notified and a report must be filed within four (4) hours of arrival of the flight on which the guest traveled.

As there was no report filed within the 4 hour timeframe we are unable to reimburse for your missing items. I have however, issued a refund in the amount of $60.00 for your bag charge back to your PayPal account ending in 6172.
Customer Answer
Date: 11/23/2022

Complaint: 18332130

I am rejecting this response because:

Sincerely,

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

I called within 4 hours and was told I had to do the claim online. When I went to the link it would not allow me to create a claims. I called back several times. I was hung up on several times and put on extremely long holds. Finally after constantly calling I was given a phone number to call. When you call that number youre out on hold for 2 hours and then it disconnects or sends you to a voicemail thats full. I finally got someone weeks later that said they were sending me a email with the case so I can file it online. I never got the email and I also asked for a manager to call me back and that never happened. Spirit purposely makes filing a claim impossible so that you cant do it within 4 hours.

Your company makes it impossible to get help
Business Response
Date: 11/29/2022
Hi *****,

We appreciate your continued correspondence through the Better Business Bureau.

Upon reviewing your reservation, I see your baggage report was filed on 09/26/2022 which was 21 days after your flight and past the 4 hour time frame to file a report.
Customer Answer
Date: 11/29/2022

Complaint: 18332130

I am rejecting this response because:

Sincerely,

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

did you not read my initial response. I called spirit for days and they kept telling me to do it online, but every time I tried to do it online it said I could not. I called spirit several times and was hung up on. Your customer service is horrible. I had to wait on hold for over a hour several times only to get hung up on. Then finally a manager gave me a different phone number to call for claims , but when you call the number they put you on hold for over a 2 hours and the call drops or sends you to a voicemail thats full. I called that number for 2 weeks before I got someone who was so rude. She told me I would get a email for the claim and I needed to upload my receipts. I asked her for a manager and was told one would call me back. I never got a call back or email to do my claim. Spirit makes it impossible to file a claim. You have extremely long hold times, then you hang up on people. The website for claims didnt allow me to file and it took forever to get a claims person on the line. There were days were I called spirit for over 5 hours back to back and didnt get help
Initial Complaint
Date:10/28/2022
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 22 I traveled from ****************************************** on flight ****. When I checked my roller carryon bag in it was working properly. When I got to baggage claim to get it my handle is now broken. I can no longer roll it on it's wheels as the handle don't pull up all the way any more I have to carry it.
Business Response
Date: 11/21/2022
Hi *****,

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

I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.

If a bag/item is delayed, lost, damaged or pilfered, a Spirit Airlines representative at the airport must be notified and a report must be filed within four (4) hours of arrival of the flight on which the guest traveled.

As there was no report filed with in the 4 hour timeframe, we are unable to reimburse for your bag. I have however, issued a refund for the bag charge in the amount of $59.00 back to your card ending in 6114.Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.
Customer Answer
Date: 11/21/2022

Complaint: 18327770

I am rejecting this response because:

Sincerely,

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

I paid $59 coming and $59 going I need a full refund before I accept not just $59;
Business Response
Date: 11/28/2022
Hi *****,
We appreciate your continued correspondence through the Better Business Bureau.
As our bag charges are non-refundable, we are only able to refund one bag at this time.
Initial Complaint
Date:10/28/2022
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 visually impaired and call Spirit airlines, spoke to a Supervisor to assist me to book a round trip ticket online. He walked me through it. I was told by him that I could get a refund for the ticket if I cancelled 24 hours later or if I cancelled 1 week before the date of the flight. I booked a round trip with them on October 26, 2022. On the 27,th I ended on hold for more than 2 hours waiting for a representative to come to the phone.. No one after waiting an hour and a half, I hung up. I attempted to call and change the flight or get a refund for the flight again, later that night.. 10:00pm. Finally got a person name ***** who was suppose to be a supervisor. I was told that if I change the flight for a different time, same day, for a $200.00 lower, price that I would not receive a refund, but have to pay an extra $50.00 more because the time would have been modified. The original flight was $503.11. The discounted round trip flight was $271.00. Not only would I would have lost $185.00 but they would have had to pay an extra $55.00. My lost would have totaling $240.00. Plus I found out that I was enrolled in a super savers plan that I paid an extra $59.00 for. I had no knowledge of it so I requested a refund. Was told that I used the Super Saver's plan when I booked the original flight and I could not dis enroll from the plan unless I cancelled the whole flight. But I wouldn't get a full refund because 24 hours have past already. I am getting ripped off by them in any way that I turn. I would only be returned $ ***** out of the $500.00 that was paid them from the original flight. I was told by a Supervisor **************** from the Super ************* if I cancelled the flight, Out of the v$500.00 That I paid, I would only receive $***** back and after fees, and other taxes, what is left, that amount would only be left and used as credit toward another flight. He also stated that I would be given for my inconvenience, ***** points credit toward another flight.
Business Response
Date: 11/10/2022
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.

Please note that refunds are always an option for flights that have had to be cancelled by Spirit. If a guest chooses not to travel for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time.

Please confirm you would still like to cancel the *********** Membership and I will provide a reservation credit for the full amount of your remaining reservation.
Customer Answer
Date: 11/10/2022

Complaint: 18326718

I am rejecting this response because:
I tried all day attempting to cancel within 24 hours and was put on hold for 2hours or more each time, > did this 3 times.. I EVEN attempted to cheat with them on**ne and waited 3 hours and nobody ate those the "hat ** e e en though in the beginning of the chat, there was a e message that I had a 37 minute wait time , I was still waiting at 150 minutes later. I finally got somebody after waiting from hours 10:00 pm till 2:00 am after numerous calls because their telephone kept hanging up during y conversation with a representative. My last call was with a supervisor who promise to. Credit my account with ***** extra points toward oozing another f**ght., something that nevermore happened. HE ALSO TOLD ME AT THAT TIME, THAT "THEY never give refund monies but only give credit to an account for another f**ght, that forces the customer to book another f**ght with them. This is wrong, and fraudulent practices. Plus I also was charged fraudulently $59.00 for a Super savers package., and could not get a refund from that either. I was told that to receive a refund d for that , I would have to cancel My f**ghts and would have to take a loss of $184.00 for the charge of a cancelation fee, in order to receive the fradulent and unauthorized charge of $54.00 for the Super Saver package.

Sincerely,

***** Love
Business Response
Date: 11/21/2022
Hi *****,

We appreciate your continued correspondence through the Better Business Bureau.

I'm happy to see you were able to use your reservation credit and booked a new flight.
Initial Complaint
Date:10/27/2022
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 Airline lost ******* husband's luggage on October 18th 2022. We have sent multiple ************* still have not been compensated for our luggage or the items inside out luggage. We would like to be paid!
Business Response
Date: 11/10/2022
Hi Trellene,

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

I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.

Were so sorry to learn that your bag was delayed while in our care. Our records show that you have already filed an incident report with us. Your next steps are to submit a claim with our Central Baggage team. You must submit a claim within 30 days of when you filed the initial report, or your claim will be denied.

Instructions for submitting a mishandled baggage claim:

1. Visit our Baggage Service web portal.
2. Enter your last name and File ID [*************].
3. Click on Create Online Claim.
4. Follow the instructions shown and enter your information in the required fields.
5. Provide all supporting documents (e.g., proof of purchase for claimed items, government photo identification, such as drivers license or passport.)
6. Click the Submit button.

Once all required documents are submitted, most claims will be processed within 30 days.
Initial Complaint
Date:10/27/2022
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.
YEFLQF is the confirmation.We had our baby june 23rd 2022. We flu with spirit for his first trip from MYR to *************. The stroller was about 2 months old and used for only about a month. Its a 1500$ stroller and was brand new. The stroller is a 2 part stroller. As we got down the run way i separated both the seat and the stroller frame. They were both in new condition. We get to ************* and it was not only damaged from being tossed but the sun shade attached to the stroller is broken and wont close, the button on top to release the carrier from the stroller is broken, the stroller base is bent, the part that holds the wheel is bent so its not easy to push, and the joint where it closes is cracked. We reported it by phone and had a claim started. After a few days they sent us a message stating your not responsible. Were new parents who had a month old 1500$ dollar stroller broken after it was handled by your company. We have flown spirit for years, me and my wife both are spirit card members and its sad your company not only treats customers this way, treats their property this way, but then wont take blame for their actions
Business Response
Date: 11/10/2022
Hi *******,

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

Per the terms of our Contract of Carriage, a document you agreed to upon securing your reservation with us: Spirit Airlines will not accept liability for Claims of damage to or missing articles from car seats, strollers, and folding wagons when carried as checked baggage.

I do apologize but 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:10/27/2022
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 purchased a flight with spirit airline going to ****************** from *********** for Nov. 6 in which at time of purchase I also bought a cancellation insurance. Our Confirmation: XYJ6QR with spirit airlines . Unfortunately we have to cancel our flight because my boyfriend develop Bronchitis. We obtained a medical note with his PCP and I sent the copy to bough spirit airlines, travel guard claims for insurance aswell as United . Airlines. I have been with the on line flatworm since last night to ************* and still they keep saying they can only do credit. My complain is that they are misleading consumers with their policy as when you buy an insurance it will guarantee 100% refund. I don't want credit as I don't want to fly with them anymore. I rather put my money on airlines whose policy is clear an guarantee assurance that anything that can happen they will refunded the money .
Business Response
Date: 11/10/2022
Hi ********,

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

Please keep in mind, both Spirit and Travel Guard are separate entities, each responsible for the services offered.

Im sorry to hear about the medical emergency that prevented you from boarding your original flight. Please note that refunds are always an option for flights that have had to be cancelled by Spirit. If a guest chooses not to travel for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time.

As a one-time courtesy, I have gone ahead and issued a refund in the amount of $48.00 back to your card ending in **** and $177.18 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:10/27/2022
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 flight for my wife and me several months ago to fly to ******* ********* leaving today 10/27/2022 at 11:40 AM. Spirit booked my flight to go to ******* at 11:40 AM. They then booked the flight to ******* from ******* for 11:30 AM today as well. Obviously, this would not work so when I called to have the flight changed to tomorrow at 6:30 AM they charged me a $198 change fee. I don't feel that I should pay a $198 change fee for the flight change when Spirit obviously booked the flights incorrectly.I want a refund of my $198, please.Thank you very much.
Business Response
Date: 11/10/2022
Hi Dal,

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

Your initial charge collected on 10/27/2022, was then refunded the same day by our reservation agent. In cases like this, the initial credit card authorization by **** for $198.00 will not be processed but show as pending - it will be available in your account in a few days. However, should this authorization become permanent and post to your account you may dispute through your financial institution.

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Spirit Airlines is NOT a BBB Accredited Business.