Complaints

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

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• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

• 

  Spirit Airlines

  114 N. Raliegh Avenue Atlantic City, NJ 08401

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  7200 Ne Airport Way Portland, OR 97218

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:10/27/2022

  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 Airlines cancelled my flight twice - once within less than 3 hours before departure, and once with less than 6 hours before departure. Poor weather was reported, but every other flight going to ************ from other airlines/around the same time still departed. The weather was fine in both locations. While on the phone, Spirit said they would provide accommodation expenses due to the cancellation, and conveniently, they did not send an email with written confirmation of this promise (as I asked), and they did not acknowledge this request for reimbursement when I reached out to them. In turn, I was stranded in ***** for an additional 48 hours without lodging, which compromised my safety as a female in her 20s. In addition, because Spirit cancelled my flight twice, I did not have access to critical psychiatric medication that was in ************ due to Spirit's negligence and disrespect for my time. In turn, I had a mental breakdown. Spirit caused considerable distress to both my safety and mental health, and I had to purchase a last minute flight through American Airlines since my mental health was severely struggling after Spirit destroyed any chance I had of getting my critical psychiatric medication on time. I had no other option other than to take an expensive last minute flight from American since I urgently needed access to my psychiatric medications after Spirit cancelled 2 flights and lied about poor weather being the reason. Although Spirit refunded the amount paid for their cancelled flight, I'd like them to reimburse me for the American Airlines flight. The extremely expensive flight was booked as a result of an urgent psychiatric crisis which could have been avoided if Spirit had not cancelled my flight twice. The last minute American flight was a last resort, and Spirit offered no financial compensation for lodging or for the new flight I had to book because I needed medication. I'd like Spirit to reimburse me $480.60 for the American flight.

  Business Response

  Date: 01/05/2023

  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. When it comes to a flight cancellation caused by severe weather, Air Traffic Control decisions or other issues outside of Spirits control, we dont offer reimbursement for the other airline or hotel accommodation for such events, since they are out of our hands.
  
  
  
  When these situations occur, the options are re-accommodation on the next available Spirit flight or if this option is unsatisfactory, a refund of the affected flight is issued.
  
  
  
  Please be advised, for future travel it is recommended that you travel with more than enough medication in the event of any flight disruptions or emergencies.

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18323332
  
  I am rejecting this response because: you are not a doctor and should know your place before advising someone on how to pack when traveling while mentally ill and with medication. Also, its still your fault that I wasnt able to access my necessary psychiatric medications and for my mental health emergency, and you should take accountability instead of giving unwarranted psychiatric advice and offering a ******** excuse about weather when there were no poor weather conditions on those 2 consecutive days that you cancelled my flight. Making such claims without proper credentials and without accurate evidence is embarrassing, just like your airline and your customer service department. I honestly wish the worst for your airline and for all of your inadequately trained customer service representatives. You deserve every terrible thing that happens to you. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/08/2023

  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. 

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18323332
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• 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 bought plane tickets. Booked a hotel, boarded my dog, paid for parking at the airport in advance. Show up to the airport and the flight is delayed. The people at spirit said that they could book me another flight that would be 28 hours of flight to ****************** or wait 3 days for another flight. They would not give me a refund. I had to cancel my vacation and they dont seem to even care and I cannot get through to anyone. I have suffered damages from this and spirit doesnt even attempt to remedy this.

  Business Response

  Date: 11/09/2022

  Hi *************** 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Words cannot express how truly sorry I am that you missed your connection. Our records show that your outbound flight was delayed due to crew which ultimately caused you to misconnect.
  
  
  Im awfully sorry that we didnt have a flight that worked for you, but am happy to see that you were issued a refund of your flight. 
  
  
  I understand you have had some unexpected expenses. Besides the parking receipt already provided, please attach the receipts that outline the expenses you incurred as a result of this delay.
  
  
  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 confirm your mailing address in response to this e-mail as I cannot submit your claim without this information.

• 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.

  On October 2 I had a flight home using spirit airlines. They canceled the flight due to weather . Yet , there was no bad weather considering all other airlines were still flying, and I got a flight home for the same time as the original flight I had booked with spirit. Yes they did give me a refund to this flight but the new flight cost 800$ versus the refund of 200$. This is a huge price difference and they should be responsible for paying it back considering they canceled for no reason. Also looking on the weather app that day on my phone there was no bad weather it is an excuse so that they do not have to be responsible for the money they have cost me.

  Customer Answer

  Date: 10/27/2022

  Here is the flight confirmation 

  Business Response

  Date: 11/09/2022

  Hi *********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Were sorry to hear that your travel plans were disrupted as a result of the recent hurricane.
  
  Hurricane *** was a massive storm that greatly impacted air travel resulting in ceased operations at airports we service such as ******* (***), *************** (***), ***** (***) and ************ (***). Due to our large presence in *******, we had to move many of our planes out of the way of the hurricane. In addition to airport closures and aircraft displacement, many of our crew who live and work within ******* were also impacted. Now that the storm has passed, we're working around the clock to get back on track, but it takes time to get our crews and planes back to our bases in order to resume scheduled services.? 
  
  I understand you have also requested reimbursement for additional expenses incurred. Since the flight cancellation was due to weather and outside of our control, we are unable to reimburse these expenses.
  
  
  I see you were 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: CONSTANCE ******
  Voucher code: 45954087486200001
  
  Amount: $50.00
  Expiration date: January 23, 2023
  
  
  Guest name: ***********;******
  Voucher code: 45954090113700001
  Amount: $50.00
  Expiration date: January 23, 2023
  
  
  
  For information on how to redeem your voucher, click here.

• Initial Complaint

  Date:10/26/2022

  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 paid for a flight going from *******, ********** to ******, ***** on July 2nd 2022. Total cost of the trip was $656.36. Total cost to Spirit was $341.16, that was the portion from ****** to ******* with a layover in las Vegas . Now three days before the trip I looked on Expedia to make sure the arrangements were still there and on time. When I looked at my trip only one was showing the trip to ******. The trip back to ******* was showing canceled. I immediately called Expedia and they said to contact the carrier. I contacted spirit on the 21st of October and was told they canceled the flight, one I did not get any notice by phone or email. Two there was not a rebooking of the flight. I was told by the representative that they would rebook for the flight at an earlier time of 6:05 am on the 25th and they would send me a confirmation and call back once it was complete. 40 minutes rolled by nothing by phone or email. I then contacted them a second time and was explained to me the first agent did not do that. I then explained the situation and was told yes I can get a flight on the 25th but I would have to pay an extra $300+ dollars for a flight. I asked why I had to pay and they said because it was a new flight. I then asked for a supervisor and explained the situation again that they cancelled the flight and wanted me to pay the difference for the new flight. I was extremely upset that they were doing this. I then asked them to refund my money as I was going to search other airlines to no avail as they were extremely pricey. I then contacted the spirit supervisor and ultimately had to bite the bullet for this plane trip back home. I was inconvenienced in several areas of my trip due to this change.

  Business Response

  Date: 11/09/2022

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  After further review of your reservation, our records indicate that you did indeed experience a schedule cancel. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. We understand that this may have a significant impact on your travel schedule, and for this we deeply apologize.
  
  When there is a schedule cancel , we always send flight status notifications to the email that we have on file. A cancelation email was sent to ************************************ on July 22, 2022. 
  
  As a courtesy, I have refunded the difference in price you paid to rebook your flight. I have gone ahead and issued a refund in the amount of $262.00 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: 11/09/2022

   
  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:10/26/2022

  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 booked 2 tickets aka "roundtrip" ticket from Spirit Airlines. The ticket was booked on August 19, 2022, via Spirit.com. **************** was called by me on Sunday, August 28th, 2022. I was simply inquiring on what the price would be if I made changes to my already booked and already paid for reservation. The representative told me the price which I didn't agree with therefore I declined making any changes. The call was ended, YET I noticed there was an outstanding balance on my return reservation several hours later. Since the changes was unauthorized by me, it shouldn't have been any changes or pending balances. I immediately called spirit and since then we have been "in investigation" status. No supervisors have applied back the credit of the trip OR a refund the value of the ticket. Every time I call for an investigation follow up Spirit tells me the investigation is still under review (SINCE SPIRIT WANTS TO RE-LISTEN TO OUR CALL). I've had to make separate arrangements on my return trip therefore I ask that you BBB assist me in collecting a complete refund for the return reservation which was never used [OR] credit towards future flights.

  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.
  
  I'm so sorry that your recent experience with us was not pleasant. I wanted to research this matter for you, so I requested a call review. Our call review shows you did request and agree to make changes on your flight and requested to use the same card on file for payment. 
  
  While I am unable to honor your request for a refund, I have issued a reservation credit for your return flight. This 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.
  
  You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.
  
  The information to your credit is below.
  
  Reservation Code: AKN4GK
  Amount: $87.59
  Expiration date: February 08, 2023
  
  You dont need to travel by the expiration date, you just need to book your travel by then. Dont forget to read the terms and conditions provided in the link:
  
  https://******************************************/hc/en-us/articles/202097966-How-do-I-find-and-redeem-my-reservation-credit-

• Initial Complaint

  Date:10/26/2022

  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.

  3 month flight credit ($186.59 credit ID DYVMHY) from canceled flight due to COVID 19 infection from spirit airlines expired September 18th. Credit received immediately after canceling flight. Company policy is that if 3 month credit expires, credit can be extended. Flight booked for December 28th (conformation # KGFH2J) and would like to extend credit and spirit told me I have to wait 7 days to be awarded credit extension (which was not mentioned on initial credit issuance). I asked if once the credit is issued if it could be applied to by ticket booked for December 28th and the answer was no. Modifications can only be made 24 hrs after booking. I spoke to two supervisors, *************** employee # ***** and ********* employee # ******. Both supervisors proposed I cancel and rebook in 7 days when my credit arrives, or cancel and rebook every 24 hours untul the credit arrives. Both did not care if all seats were booked by then or if the price increased. Both supervisors said they were the last step of escalating issues and there was no way to get ahold of the claims department. When questioned why initial credit was awarded ASAP and why extension takes 7 days no responses were given. Both supervisors were very short, unhelpful and lacked any sort of empathy or care to resolve issues.

  Business Response

  Date: 11/09/2022

  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.
  
  
  I have reviewed your reservation and I see your credit was extended and you were able to apply it to a new flight. 

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 18316586
  
  Very poorly handled canceled flight on Wednesday December 28th. Please see attached letter that was sent to spirit airlines with no response. In short, we were left for hours in the airport after the flight was canceled with no information regarding the plan. An infant was traveling with us (with no milk supply) and the staff members had no sense of urgency or empathy for any passengers. Additionally, the hotel we were placed in was suboptimal and unsanitary resulting in every family member contracting food poisoning. All members of my party missed work on Thursday December 29th due to the canceled flight and also had to call out of work Friday December 30th due to food poisoning. No response from spirit airlines until this day. Additionally, checked in bag was damaged and claim was filed within a few hours of landing and still no response from spirit airline, see attached. Additionally, Spirits "attempt" to apologize for the flight cancelation is a $50 voucher that expires in 3 months, when I attempted to use the voucher they will only allow me to use it on $14 of the requested flight due to the absurd restrictions on vouchers. If the attempt is to provide a voucher to encourage customers to attempt to fly spirit again, then this is a terrible business attempt by blocking certain flights, and only allowing the base fare to be covered. They are even not allowing baggage to be covered. When attempting to speak to employees on the phone, after excessive wait times every last employee is not knowledgable and uninterested in helping customer.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/05/2023

  Hi ********, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  I'm truly sorry to hear you were dissatisfied with the level of service you described. I assure you that we are committed to offering quality customer service and ensuring that your flight experiences are both positive and memorable. We apologize if your experience with us fell short of the standards we strive to achieve every day.

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 18316586
  
  I am rejecting this response because: the company addressed none of the issues listed. Additionally a baggage claim that was filed December 29th, 1 hour after landing still has not been resolved. At the very least I am requesting my $200 bag (which had only been used once - on this trip) be repaired or replaced. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/26/2022

  Type:Sales and Advertising 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 extended the date of my flight online using Spirit airlines web page. I was given a break down off the cost and penalties and had to pay $121.18 which I did with my credit card. On my credit card statement Spirit airlines charged me $387.18. This was not the price quoted when I made my payment and I have the receipt saved from the transaction only showing total paid off $121.18. I would like my credit to be returned to my credit card asap. The amount due to me is $266.00.

  Business Response

  Date: 11/09/2022

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  
  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. With the exception of optional service charges for carry-on bags and/or first and second checked bags, any difference in carriers optional service charges may also apply. 
  
  
  
  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.
  
  
  A modification charge; 0-6 days out is $99, **** days the charge is $49, and no charge for trips more than 60 days out over the phone plus a Passenger Usage Fee of $22.99 per segment will be deducted from the total cost of your reservation and a reservation credit will be created for the remainder, if applicable.
  
  For more information regarding our Modification/Cancellation guidelines, I've included the link below for your reference.
  
  https://******************************************/hc/en-us/articles/202097076-How-can-I-change-or-cancel-my-reservation-
  
  
  
  Please be advised the attachment you provided does not state the charge should have been $121.18. Upon reviewing your reservation, I see the charges are valid. 
  
  
  
  Original flight:
  Flight $154.00
  Baggage bundle $59.00
  Baggage bundle $59.00
  
  
  
  New flight
  Flight $313.18
  Baggage Bundle $74.00
  Baggage Bundle $74.00
  
  Change fee $99.00
  Change fee $99.00
  
  
  
  Difference in flight $387.18
  
  
  As a one-time courtesy, I have gone ahead and issued a refund of the change fee, in the amount of $198.00 back to your card ending in ****, however the fare difference and baggage fees still apply. 

• Initial Complaint

  Date:10/26/2022

  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 accidentally made two airline reservations back in May 2022. I was told by Spirit Airlines to file a dispute with my bank. The dispute was later denied because Spirit Airlines stated it was a valid reservation. I spoke with a customer service representative in May and was told that there was an open dispute and that it was sitting in their accounting department. I was told to email Spirit Airlines to let them know that the dispute was cancelled and to let them know that I no longer wanted to be refunded and would be happy with airline credit. I have sent two emails since that time and call every 4 weeks only to be told the same thing that the matter is sitting in the hands of the accounting department and that I need to send another email to Spirit Air. It has been 6 months and I still have no resolution and all I am asking for is airline credit to be issued. **************** keeps telling me that they are escalating the matter but nobody is getting back to me and making a decision on refund me or issue me airline credit. 6 months and still no resolution by Spirit Airlines. All I get is that it is sitting in accounting. Not acceptable. Reservation Number OM6BSX.

• Initial Complaint

  Date:10/26/2022

  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 3SEP22 I was scheduled for a flight from *** to *** (Confirmation code RGRNMZ). When my wife and I arrived for the flight, we were not assigned a seat and told the flight was overbooked. We were asked to volunteer for a later flight, I agreed but with the stipulation that it would now take us to ******* and that our luggage would get pulled off the flight. The attendant agreed so we took the later flight. We arrived in ******* that night and our luggage did not make it. I was told by Spirit that our luggage was in *** and they would get it to SEA when they could. The issue was that we were getting on a cruise to ****** the next day (4SEP22). Our luggage did not make it by the time we had to board the cruise. Because of this we were forced to spend $3,500 on toiletries, clothes, shoes, and medicine. After getting off the cruise a week later we did receive our luggage.I understand that these things happen, but it has been the lack of response from the airline following the event that has been unacceptable. I have spent hours on the phone trying to get Spirit to acknowledge the situation. I keep being told to make a claim but which I cannot do because the confirmation code is not recognized. I have also submitted a general complaint over 6 weeks ago that has not been responded to. I believe in situations like these there must be compensation. We were told we would have our luggage therefore we were willing to switch flights in order to help the airline as well as other passengers.

  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.
  
  I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  
  On arrival to SEA when you did not receive your bags, a Spirit representative should have been notified and a report should have been filed for the delayed bags.
  
  
  
  I have reached out to our Central Baggage Team team to inquire about a courtesy report and the steps needed to assist you with processing your interim expense claim.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18315791
  
  I am rejecting this response because:
  This is the same response I have received from spirit for 3 months. They claim they will reach out to resolve the issue but they never do. I have yet to be contacted to be compensated for the mishandling of my luggage. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/21/2022

  Hi *****, 

  We appreciate your continued correspondence through the Better Business Bureau.

  Our Central Baggage team will reach out to you, for further assistance. 

• Initial Complaint

  Date:10/26/2022

  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.

  We booked a quick trip to ***** booking with Spirit Airlines a direct flight both ways. First flight was 4 hours delayed when the plane, crew were all there on time. The airline gave us a $50 Credit for each of us to use before the end of the year. Our return flight we were checked in and within a few hours we received our flight was interrupted. We called the 800#, waited 2 hours finally got someone on the line and was disconnected. Spirit only offered a flight 4 days later which caused us to book a flight home with another airline. We had people with us that had to get back to work, school, three are on meds, and didn't have enough to wait out the 4 days. Also I would like to point out we didn't have the money for another 4 days of hotel, food etc so we had no other options but to get home. I reached out to Spirit and they were only willing to refund the flight they cancelled. They told us the flight was delayed due to weather however all other flights that day to ********* went out. I asked for proof of this and it hasn't been provided. I'm looking for the $2284.40 refunded back to me for the flight and charges my family occurred to get home.

  Business Response

  Date: 11/08/2022

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns
  
  
  
  Hurricane *** was a massive storm that greatly impacted air travel resulting in ceased operations at airports we service such as ******* (***), *************** (***), ***** (***) and ************ (***). Due to our large presence in *******, we had to move many of our planes out of the way of the hurricane. In addition to airport closures and aircraft displacement, many of our crew who live and work within ******* were also impacted. Now that the storm has passed, we're working around the clock to get back on track, but it takes time to get our crews and planes back to our bases in order to resume scheduled services.?  
  
  
  
  When this happens, 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 requested, a refund was processed for your canceled flight. 
  
  
  I understand you have also requested reimbursement for additional expenses incurred. Since the flight cancellation was due to weather and outside of our control, we are unable to reimburse these expenses.

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18315699
  
  I am rejecting this response because: There are several reasons I'm rejecting this response.   First and foremost the 4 of us were checked into the flight to leave that Saturday evening it wasn't until 3 hours later we received a notification flight was cancelled due to an interruption.  I called and was on the phone for hours until I finally reached an agent.  NEVER ONCE were we told the flight was cancelled due to weather.  An interruption was what the agent told us.  The next flight they were able to get us on was 4 days later.  Do you know the cost of staying in Vegas 4 more days! Could you imagine the cost I would be submitting for payment then?  Most importantly you had three people on the flight that didn't have enough medication for 4 more days!  This was relayed to the agent but again no one cared. We had one extra day of medication just in case but 4- NOT ACCEPTABLE.  We had students that needed to go back to school, I needed to back to work and the elder that was with us needed her medication the most. 

  We are asking to be reimbursed for the flights, seat assignments and luggage to return home. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/09/2022

  Hi *******, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  When it comes to a flight cancellation caused by severe weather, Air Traffic Control decisions or other issues outside of Spirits control, we dont offer reimbursement for the other airline or hotel accommodation for such events, since they are out of our hands. When these situations occur, the options are re-accommodation on the next available Spirit flight or if this option is unsatisfactory, a refund of the affected flight is issued.

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18315699
  
  I am rejecting this response because: We asked for proof that the flight was cancelled due to weather. All other airlines went out from *****. We believe due to the inconsistency of this airline a pilot or an attendant didnt show.  either way the handling of this is very poor. Truly disappoint that BBB would back such a terrible business when we did nothing wrong. 
  
  Sincerely,
  
  ***********************