Business Profile

Airlines

Spirit Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

4,272 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:10/25/2022
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.
Back in December 2021 the airline cancelled a flight I made around the holidays. They gave me flight credit that was less than the original flight, then after, they keep trying to tell me its expired in order to avoid honoring the flight credit.
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.

I have reviewed your reservation RJ8P3N and I see you were issued a full reservation credit in the amount of $477.57 for your ***-LAS-PIT flight.

$144.59 of that credit was used to book your reservation JDLDTF and the remaining amount of $332.98 expired October 20, 2022.

Please be advised reservation credit are valid for 90 days and are usually not extended. As a courtesy, I will extend your remaining credit. Please let me know if you would like your credit extended.
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:10/25/2022
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 was scheduled for a return flight #**** from ******* to ********** with a change flight in ********* #**** on 22nd October with Confirmation code DCHN8F with Spirit Airlines. Instead of flying to *********, it stopped in *******, refueled and then to *********. In the process I missed the flight to **********. The whole plane load of passengers, like me got stranded with no help. I was re-scheduled to ********** on the 25th October #**** and some passengers on 26th. we were given a phone number to call, which was not reachable that night. I had plans to fly to ****** soon, so was forced to purchase a ticket to fly with Southwest Airlines, Confirmation code 2ELJWA on 23rd October at 5:30 AM #**** for $255.98. We stayed at the airport lounge the whole night with no help.I have tried to settle with Spirit Airlines, for which they only offered to reimburse the second short leg of the flight. I just have to accept the settlement, they wouldn't even give me the Dollar value, and that will be reviewed with a reply Email sent to me with the amount of reimbursement. I even tried to settle with Expedia, through whom I had booked the flight for Spirit Airlines. They offered me $50 with the Spirit settlement. Then they tried to convince Spirit to at least pay for my Southwest ticket, and they wouldn't assist any further. Expedia raised their offer to $100 together with the Spirit settlement. As this would not cover my Southwest ticket, I refused to their final settlement.I asked both parties to give me a phone number for a higher governing body, but they were no help. Expedia suggested contacting the BBB. Please could you help us get reimbursed for our Southwest fare of $255.98 and I am willing to forgive the whole night of pain and anguish that I and the other passengers suffered.
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.

Our records indicate that your flight was delayed and diverted due to 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.

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.

When it comes to a flight cancellation or delay 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.

Additionally, I see you have filed a dispute on your reservation. Since a dispute has been filed, we are unable to issue any refunds as your bank has opened an investigation into these charges. Please allow your bank to complete its investigation. Please be advised **** disputes take 30 business days to process.
Customer Answer
Date: 11/09/2022

Complaint: 18310158

I am rejecting this response because: If weather in ********* was the reason the flight was diverted, why wasn't the original connecting flight affected by weather to take off on schedule, it should have been delayed to wait for the diverted passengers. Spirit scheduled us on the next flights which was 3-4 days time, without offering any help. They left all us elderly and many with children, stranded and to our own means. All they gave us was a phone number that late into the night, which had no response to.

Sincerely,

Pratibha Jivan
Business Response
Date: 12/05/2022
Hi ********
We appreciate your continued correspondence through the Better Business Bureau.

As I have fully researched your concerns, and reviewed our Contract of Carriage,I'm afraid I'm unable to alter the position provided.
Customer Answer
Date: 12/07/2022

Complaint: 18310158

I am rejecting this response because I can understand that certain conditions may have caused a diversion prior to the connecting flight, but something should have been done to assist all those passengers that were stranded. A connecting flight 3 to 4 days from the the original connecting time is not acceptable. There was no help at the airport terminal to guide or assist stranded passengers. We were left to our own means to literally get home. It would have been helpful to at least delay our connecting flight to take us safely home or make immediate arrangements to assure that. All I am asking is a reimbursement of our cost to get home safely and not accounting for all the pain and anguish that we incurred as senior adults and those with small children.

Sincerely,

***************************
Initial Complaint
Date:10/25/2022
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 10/25/22, Spirit charged $464 to my credit card WITHOUT my authorization. I had only authorized a $22 charge. I booked a flight on Spirits website on 9/12/22 and paid for a flight flex so that I could modify my trip one time without charge, though fare differences could apply. On 10/25/22, I decided to use this perk and changed my flight. I was notified that I would be charged $22 for the fare difference. I entered my credit card information and confirmed the $22 charge. Shortly thereafter, I received an email from my credit card stating that Spirit charged me $464, a charge I never approved, and Spirit never even notified me directly. I called Spirit to dispute the charge. The woman on the phone said that the extra charge was for luggage. I told her I did not approve that charge, that I only authorized the $22 for the fare difference. I then said I would be filing a complaint with the BBB if we could not resolve this on the phone, to which she replied there was nothing she could do. I thanked her and asked if I could speak to her supervisor. She said that she would transfer me, then put me on hold for about 15 minutes. The hold music suddenly stopped I asked if anyone was there and then the call ended. I am writing to get a refund for $442 ($464 minus the $22 charge I actually approved).
Customer Answer
Date: 10/27/2022
Thank you for your message. I have attached the receipt for the flights I purchased on 9/12/22 (Flight 953, ***-*** on 10/19/22 and Flight 947, ***-*** on 10/29/22, confirmation code UDFS7F) as well as a screenshot of the pending erroneous $464 charge on my credit card.
On 9/12/22, I purchased round trip tickets for two passengers (myself and my boyfriend), totaling $840.36. This price included 1 carry on bag per person, 1 checked bag per person, seat selections for both passengers, and the "flex flight" option for both passengers.The "flex flight" allowed me to change the flights one time without any additional charges (with the exception of the fare difference). Spirit's description of the "flex flight" is below for reference:
"Be ready with Flight Flex our modification charge protection is available on the Extras page when booking at spirit.com. Add Flight Flex to your reservation and youll be able to modify your itinerary once, online, and up to 24 hours before departure with no modification charges. Customers will be responsible for any difference in airfare and optional services for the alternate requested date(s) or flight(s), as well as any difference in government taxes and fees."
On 10/25/22, I modified both flights to take advantage of this perk. My boyfriend and I booked seats on an earlier flight (3 days earlier) out of *** (Flight 947 on 10/26/22). Spirit stated it would be charging me $22 in total for the fare difference for both tickets ($11 per ticket), and I accepted and confirmed this charge. I then received a notification from my credit card that Spirit had actually charged me $464 without my knowledge. If I had known the flight change would cost $464 I would NOT have changed my flight. My boyfriend and I were staying with my parents in ******** and we could have stayed through 10/29 as planned without issue, which I would have done had I known Spirit would actually charge me $464 without any notice.
I called their customer service to resolve this issue, I spoke to a woman who acknowledged that there was some kind of error but she said she could not help me. She agreed to transfer me to her supervisor but the call ended (I'm not sure if they hung up on me or not).
Please let me know if you need any additional information.
Business Response
Date: 11/07/2022
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 the charges are valid. Customers will be responsible for any difference in airfare and optional services for the alternate requested date(s) or flight(s), as well as any difference in government taxes and fees.

Your flight on 10/29/22 was $257.18, your new flight on 10/26/2022 was $637.18 as a result there was a fare difference of $380.00

Your baggage bundle for 10/29/22 was $172.00 ($86.00 per person) the bundle added for your new flight on 10/26/2022 was $256.00 ($128.00 per person) as a result there was a difference of $84.00 for a total charge $380.00+$84.00 = $464.00
Customer Answer
Date: 11/08/2022

Complaint: 18310118

I am rejecting this response because:
Regardless of what the flight change was supposed to cost, when I paid for the flight change on spiritair.com, the site stated that the full cost would be $22.00 for both flights ($11 per flight). I entered my credit card information and confirmed a $22 charge. I was not notified that the actual cost would be $464, not until my credit card company sent me an email after I submitted the flight change. I now believe this price discrepancy was some sort of glitch, but if I had known at the time the flight would actually cost $464, I never would have changed my flight. Glitch or not, it is unfair and unethical to charge me $464 when I only confirmed a $22 charge.

Thank you again for helping to resolve this issue.
Sincerely,

*******************************
Business Response
Date: 11/28/2022
Hi ******
We appreciate your continued correspondence through the Better Business Bureau.

As I have fully researched your concerns, and reviewed our Contract of Carriage,I'm afraid I'm unable to alter the position provided.

If you have any concerns regarding any other issue, I'm here for you.
Customer Answer
Date: 11/28/2022

Complaint: 18310118

I am rejecting this response because there has been no effort made to resolve my complaint. Spirit Airlines committed fraud when their website indicated it would charge me $22 for a flight change. Again, I never would have confirmed the flight change had Spirit stated that the actual charge would be over $400. They owe me $442, or at the very least a credit for $442.

Sincerely,

*******************************
Business Response
Date: 12/06/2022
Hi ******,
We appreciate your continued correspondence through the Better Business Bureau.

As I have fully researched your concerns, and reviewed our Contract of Carriage,I'm afraid I'm unable to alter the position provided.
Initial Complaint
Date:10/25/2022
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 10/18 I flew from *** to ****** on Spirit Airlines Flight NK ****, Confirmation: UI98XW. We had booked the flight almost 2 months prior. When we booked the flight it was a direct flight from *** to ******. When I go to login the night prior to check in for the flight- it notified me that the flight was now no longer direct, and was redirecting to vegas for a layover. It said we had the option to switch flights but the ************ were the next day with 7 hour layovers. I am requesting a refund of the baggage fees which were an additional $130.0 because we did not agree to the change and had no options to change our flight once they decided to lay ** over in vegas without our permission. I have attached the receipt of the flight.
Business Response
Date: 11/07/2022
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 change. 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 change, we always send flight status notifications to the email that we have on file. Once received, you do have the option to accept or deny the changes.

In these cases, the options available to our customers are re-accommodation on the next Spirit flight or a refund of the affected segment. I do apologize but we are unable to honor your request for a refund of your bags.
Initial Complaint
Date:10/25/2022
Type:Product 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 ticket to fly from ************** to ****************** on November 5,2022. Due to the hurricane my trip was cancelled as the place I was to stay in is no longer there! I was planning on taking another airline down there but that flight was cancelled and I was able to get a full refund! I would like spirit to refund my money as well as this is out of my control. I would love to go on vacation but not possible!! I have 2 tickets that I would like a refund on.
Business Response
Date: 11/07/2022

Hi ********,

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

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 for the full amount at this time.

As a one-time courtesy, I have gone ahead and issued a refund in the amount of $251.18 back to your PayPal account. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.
Customer Answer
Date: 11/07/2022

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:10/25/2022
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.
Today 10/24/2022 I ************************* together with my parents , husband and kids , 7 people total ,traveled from *******,** to ************************ with a stop in ************************ ; after we got on the plane in *******,** waiting for our flight to start , we got announced that we will need to leave the plane for security reasons and wait until they will have an answer( this took over 50 min and just to mention my connection flight sitting time it was 55 minuteswe were 100% sure will miss the connection flight but we couldnt do anything Spirit employees are there for nothing! We asked them information and it seems they dont communicate with each other, even at the exit from the plane , those employees were totally out of the reality, and of course after ******* us to leave the plane to catch the connection flight we got the surprise to find no attendant and no plane at the gate B22 , on the opposite side of the airport and no person to help us with this situation At Spirit location in the ********* airport, we got in contact with an employee that was helping people to get some vouchers for food , hotel and transportation, but that was just a lie because after 2 hours of waiting in the airport, we didnt get any email and later after I contact Spirit via text , they confirmed no vouchers were issued:)) . And the value of the vouchers supposed to be $50 / person, even if I totally paid $2300 for the entire flight , round trip for all family members. Im so mad because on the end all I got it was over $800 expenses just for tonight and I paid out of my Pocket, and I took this decision right after my kids start sneezing and complaining of being tired and cold inside airport; Spirit it doesnt care about their clients, they try to lie and force choosing ways that are in their advantage; for ex I request my money back but before proceeding the request I wanted to know the amount that was something impossible to provide , they lie .
Business Response
Date: 11/07/2022
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 Director of Airport services for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

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

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

Please note, Hotel receipts must include check-in and checkout date, name of the hotel, name of the guest that stayed at the hotel and how it was paid.

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

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

Please provide your mailing address in response to this e-mail as I cannot submit your claim without this information.
Initial Complaint
Date:10/25/2022
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.
It seems to never fail with this airline and the frontend staffs incompetence. This was my first international flight with a connection and I wasnt aware that once you get off of the flight and go through customs, you have to reload your luggage on your connecting flight. BUT I ASKED your staff and they told me no, the crew would load the bag onto the connecting flight. To my surprise, I get to NY and my luggage is in *******. Not only do I have a bunch of items I need in this very moment in that bag, but the luggage is also a gift from my sorority and has sentimental value. I typically dont fly Spirit due to an incident that took place at this same airport and airline, ***, in ******************************************************************************************************************* a back office. But I had no choice to spend my money to get to a family function out of the country. This is the ABSOLUTE LAST TIME IM ENTRUSTING YOUR COMPANY TO PROVIDE SERVICE TO ME. Between the price gauging on luggage, seating, & everything in between, you dont train your staff to adequately provide the correct information to consumers.
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.

To better assist you, please provide your name (as it appears on your reservation), confirmation code, and e-mail address used when booking your reservation.

Once received, Ill do all that I can to help!
Customer Answer
Date: 11/08/2022

Complaint: 18308725

I am rejecting this response because: If it wasnt for family in the ****************, its clear that my luggage would still be in *******.
I no longer have in my possession the luggage tag information. I am **************************************** 07/03/1986 and traveled from the ****************** to *** to ***. All on Spirit Airlines. When I reached *** and learned that my luggage was not in **, I spoke with a Spirit Employee who helped me submit a claim on your website regarding the missing luggage. Your website should have that information as I no longer do. Its despicable that youre asking me for information already previously provided. Please complete the research on your end to find the information already submitted to you.

Sincerely,

*******************************
Business Response
Date: 11/09/2022
Hi *********,

We appreciate your continued correspondence through the Better Business Bureau.

I truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our Director of Airport services for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

It is the guests responsibility to claim their checked item(s) prior to exiting Customs. The item(s) must then be re-checked at the ticket counter prior to boarding the next flight segment on the reservation.

Our fares are fully unbundled. No free bag. No free drink. Other airlines bake those options right into their ticket price. We dont. We give you the opportunity to personalize your travel by adding the options that are important to you. A ticket with us gets you and a personal item from A to B. This is something like a small backpack or purse that fits entirely in the smaller sizer box.

Another personal item or anything larger like a standard carry-on or checked bag is a little extra. For more information about our baggage options, required measurements and prices, please click on the link below.

http://www.spirit.com/OptionalServices

I understand that you may disagree with our approach; however, we've received a lot of positive feedback from customers that are taking advantage of our ultra-low Bare Fares and the opportunity to select only the options they need.
Initial Complaint
Date:10/24/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were scheduled to fly Spirit Airline Flight 656 from *** to PIT on October 23. The airline delayed the flight by 16 hours and refused to provide updates at any time as required by law or to cancel the flight. They even conducted a "sham boarding" and had people, including families with babies and small children and elderly parents, board the plane at 12:30 am only to ******* the plane two hours later - again without providing any updates or information to passengers, even when asked by multiple passengers to do so. People were left stranded overnight at ***, had to exit the gate area and to retrieve all of their checked luggage and were left to figure out their own next steps. This is the worst airline I have ever come across. They also only provided a partial refund of what we paid for our tickets. I am seriously concerned about their safety measures as well based on their behavior - no one seems to know anything or to be able to answer even simple questions. One woman on another flight with a small child was screaming that she was going to call the ** news to report how they had left her stranded for over 2 days. I am also going to write to the *** of JetBlue so he is aware of the culture and behavior of the people at Spirit, which JetBlue is in the process of acquiring.
Business Response
Date: 11/07/2022
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 Director of Airport services for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

Our records indicate that your flight was delayed due to 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.

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.

While we are unable to honor your request for reimbursement of your out of pocket expenses. I have gone ahead and issued your remaining refund in the amount of $148.00 back to your card ending in 9119. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.

Our station has also issued you a Future Travel Voucher you can use towards your next flight. You should have received an email regarding this information. Just in case you didn't, I have provided it below.

Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight 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: RAVI *****
Voucher code: 45890551552700013

Amount: $50.00
Expiration date: January 19, 2023

Guest name: VINITA SINHA
Voucher code: 45890555562500014
Amount: $50.00
Expiration date: January 19, 2023

For information on how to redeem your voucher, click here.
Initial Complaint
Date:10/24/2022
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 May 26th 2022 my mom ************************************************** traveled from *********** to ******* with Spirit Airlines, they lost her checked bag, and we incured in expenses (clothes, underwear, shoes, etc). We were instructed by the airline that we could do these purchases and they would do a reimbursement. We went through all the process and they agreed in reimburse only $457.98 (as they ask for receipts and determine what they want to pay back or no). It was until September that my mom received a check, and when she attempted to cash it on Sept 14th 2022, this check is invalid, the bank states the Signature on the check is not the one they have registerd. I've been constantly trying to get a resolution from Spirit Airlines, via email the communication has been extreamly vage and unwilling to assist, and their Phone Number provided is invalid. At this point, I consider that this is Fraud, and need the BBB to intervine.Spirit Airlines contact person: *************************** ***************************************** Phone number ************ *INVALID* NOT IN SERVICE*2800 *******************************************************
Business Response
Date: 11/07/2022
Hi ****,

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

I'm sorry to hear ****** was unable to deposit her check. I have reached out to our ****************** and was advised we would have to do a Stop Payment on the check and issue a Wire Transfer. Please provide the following information:

Bank Name:
Account#:
IBAN
BIC
Swift Code
Country
Phone #

Intermediary Bank Info
Account#
IBAN
BIC
Swift Code

Once this information is collected, I will forward it to Accounting.
Initial Complaint
Date:10/24/2022
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 did not transfer my two suitcases from ********* ******** to *************************** in time for my 6 day cruise. I was inconvenienced and told that I would have to pay for what I needed and then submit receipts for reimbursement. The staff did not make a record of this incident upon my arrival to their desk in the office at the ************* location immediately upon not receiving my luggage at the baggage pick up location. I filed a complaint, the staff was not straightforward with the process and did not assist me in processing the claim. Spirit staff, airlines, the entire organization has displayed deceptive practices to avoid reimbursing their customers/victims of these deceptive practices. I had less than two hours to buy the things I needed to make it through a 6 day cruise. I was not able to afford internet and had to wait till returned from the cruise to finish dealing with this inconvenience. The airline staff on 15 October ******************************************************************************************** making an allowance since we had to have clothes to wear, they embarrassed my husband as if we hadn't already been embarrassed enough not having our luggage for 4 days of a 6 day cruise. 5 days really. Please assist us with getting refunded for the baggage fees for $158.00 charged October, 9 2022, the baggage fee of $158.00 charged on October 15 2022 and the overweight fee of $99.00 charged on October 15, 2022. This experience was supposed to be my milestone birthday, 50 years. I wont get this back again. I would like my refunds and any additional information and help that I can use to communicate this deceptive company to the ****************************. Thank you.
Customer Answer
Date: 10/26/2022
Please see attached.
Business Response
Date: 11/06/2022
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 no report was filed within 4 hours of your flight, we are unable to file a claim.

As I am unable to overturn the decision made by our Central Baggage Team, I have issued a refund for your bags on your outbound flight. I have gone ahead and issued a refund in the amount of $158.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.

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Spirit Airlines is NOT a BBB Accredited Business.