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

  84 State St Boston, MA 02109-2202

• 

  Spirit Airlines

  114 N. Raliegh Avenue Atlantic City, NJ 08401

• 

  Spirit Airlines

  Atlantic City Airport ATLANTIC CITY, NJ 08401

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

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:10/24/2022

  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 April 22 2022 my grandson and I were flying to ******* coming back on 25. Upon arrival at the *********** airport we were told we were too late 1 1/2 hours before takeoff. (I've never flown prior). It's ok because for 181 more they can get us on a later flight. So I reluctantly paid 181 and we were put on at like **** that night. Everything was shuffled off the 45 min later. Never once was I told my flight home was changed. Long story short I missed flight home which should have been later but turned out it actually left 45 minutes before my first I've texted called and texted and called just by the behavior of spirit employees this happens daily to add insult to injury they say the company will get back to u in,x amount of time I'm *********************** 900-6197im still waiting it costed 509 plus 400 in airfare to get home and they put me as no show but flew my luggage home,had I waited for them I would have waited 4 days for a return flight and was broke so my husband's drove spending 200 on gas so I could get to my daughter's chemo treatment I want all my money from spirit they know it's happening they should prepare their guesta y

  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.
  
  
  Im so sorry that you missed your flight. Please note, there is a 45-minute check-in cut-off time for domestic departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags. Our records show you arrived at the kiosk at 8:18am for your departure flight which was after the 8:00am check-in cut off time for your flight. 
  
  
  
  Guests who miss their flight are offered the $99 same day change fee to be re-booked for the next available Spirit flight as a way to assist instead of making guests buy a brand-new flight ticket, as flights booked on the same day of travel are typically more expensive.
  
  We never want you to miss your flight. Thats why we recommend that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights. Due to lengthy TSA security checkpoint times, its recommended that you check airport information prior to arrival at the airport.
  
  Guests who dont complete the check-in process prior to the cut-off of the originally scheduled departure time are subject to their reservation being forfeited, and any modification charges and any difference in fare may be applied to new tickets. Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website: 
  
  https://******************************************/en-us/category/article/KA-01182
  
  While we are unable to honor your request for a refund of your flight. I see a reservation credit was issued for your missed flight, however, this credit has since expired. Please reply and let me know if you would like your credit reinstated. 

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18304673
  
  I am rejecting this response because: the flight was changed also they tell you get there 2 hours early it was my 1st time flying and I allowed myself from 510 am to make the flight i rea ged the terminal at whatevdr time however from the moment my bags were checked i immediately wenttostand in line for tsa it literally took 2 1/2 hours ucharged and I was still there 3 hours earlier than flight. They changed the flight and i had no idea 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/08/2022

  Hi *******, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  Our records show you arrived at the kiosk at 8:18am for your departure flight which was after the 8:00am check-in cut off time for your flight. 
  
  
  
  Please know, Spirit has no control or authority over TSA and is not involved in how they select passengers for additional security measures.

• Initial Complaint

  Date:10/23/2022

  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 sold me a flight online and would not allow me to check in for the flight online or check in at the kiosk at the airport. There were no Spirit employees working at the airport to check me in either. I bought the flight online while at the airport then immediately attempted to check in, which was not possible. Spirit is selling airfares that are impossible for passengers to check in or actually get on the flight. They need to update their passenger ticketing system to prevent sales of tickets beyond a specific timeframe. This flight was from Lima (LIM) to *************** (***) on September 5 2022. My confirmation number was MDEB8S and the ticket was $371.61.I submitted a complaint through BBB 9/6/2022 ID: ********. ******************** did respond and state that "We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns .I have reviewed your reservation and I see you purchased your flight less than 1 hour prior to departure. Please be advised flight can be purchased up to 45 minutes prior to departure, however, as this was an international flight at the time you completed the transaction, the flight was closed for check-in. Some guests traveling to or from certain international destinations may not be able to complete check-in online. Upon reviewing your reservation MDEB8S, I see you have disputed the charges. Since a dispute has been filed, we are unable to issue any refunds or credits as your bank has opened an investigation into these charges. Please allow your bank to complete its investigation. "My bank has closed the dispute and suggested I continue to seek refund through Spirit. I have not received any refund or credit and would like to reopen my case.Thank you,*********************************

  Business Response

  Date: 01/18/2023

  Hi *****, 
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I have reviewed your reservation and received a status of your credit card dispute and a reservation credit was issued for your 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: MDEB8S
  Amount: $371.61
  Expiration date: February 13, 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:
  
  ******************************************************************************************************************************

• Initial Complaint

  Date:10/23/2022

  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.

  Purchased my tickets for my spouse and myself on spirit and they canceled the flight 2 hours before the flight was supposed to leave. This was my flight coming home from ********* to ************ airport and there are no flights on Spirit until Tuesday next week! Today is Sunday Oct 23rd and I have to buy a new ticket on a new airline at premium price since I have to be home today Sunday for work tomorrow Monday. This is costing me now over **** for the new ticket one way to ********** from *********. I expect spirit to refund me back this entire cost of my new ticket since they canceled on me last minute and left me stranded.

  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 so sorry that your flight was canceled due to weather. We do all that we can to leave on time, but the safety of our guests and crew will always come first.
  
  
  
  When we have enough advance notice of a decision to cancel a flight, efforts are made to e-mail and/or call our customers. We apologize that the timing was not sufficient in this instance. 
  
  
  
   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 the full amount pf your flight. 
  
  
  While I am unable to honor your request for reimbursement of your out of pocket expenses, I have issued a Future Travel Voucher you can use towards your next flight. 
  
  
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.
  
  
  Guest name: ************;*******
  Voucher code: 46068553335400001
  
  Amount: $100.00
  Expiration date: February 02, 2023
  
  
  Guest name: Kleiton ****************
  Voucher code: 46068543237300001
  Amount: $100.00
  Expiration date: February 02, 2023
  
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:10/23/2022

  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 arrived at *** for my 8:50 flight which I was notified was delayed around 4:30pm. My connecting flight NK2252 was also delayed and I went to the desk first at 6:30 to ask about what was going on and if I would miss my connecting flight and was given no information. The first flight kept getting delayed and delayed until at one point I would miss my connecting flight but was told I could go on an earlier one to make flight NK2252. 30 minutes before that flight was set to take off I received an email stating my NK2252 was rescheduled for 2 days after it was supposed to leave. When I went up to the desk to ask what was I supposed to do for two days with my 5 year old daughter across country from our home I was told I could not be given any assistance. When I asked if that meant I was to live in *** for two days they said yes. I was not offered a hotel or guidance on what to do by anyone resulting to my 5 year old daughter to be stranded in ***. I then had to demand a refund and had to be hassled about how they couldnt give me my bag back until only after I threatened to go to security did they magically get it.Because of this ordeal Im out $1,500 for new flights and hotel and i demand some sort of compensation.

  Business Response

  Date: 11/03/2022

  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 weather and your flight LAS-CLT was canceled 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 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.
  
  
  While I am unable to honor your request for reimbursement of your out of pocket expenses, I have issued Future travel Vouchers 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 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: 46033376763300001
  
  Amount: $100.00
  Expiration date: January 30, 2023
  
  
  Guest name: ************;*********
  Voucher code: 46033354058400001
  Amount: $100.00
  Expiration date: January 30, 2023
  
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:10/22/2022

  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 have reached out to spirit 3 times now about this issue, and all they continue to tell me is that the refund has been issued to the original card and it can take up to 7 days for it to show up in my account. it has been 20 days since i refund has been issued, and they havent done anything to fix this except repeat the same thing to me every time i call. im at my **** end with the way this company operates. i not only missed my job interview from them cancelling my flight a few hours before take off, but now they havent refunded my money when they keep saying that they have, yet i have received nothing! the total amount they have yet to refund me is $269.59.

  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 reached out to our ********************* and was advised your refund in the amount of $269.59 was successfully processed. 
  
  Please refer his ARN # to your financial institution to locate your refund. 
  
  ARN ***********************

• Initial Complaint

  Date:10/22/2022

  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 were running late to our *** to ****** flight #** on 10/12/22. My husband and kids went through security while I waited on line for my turn to check the bag. When I was up, it was 44 minutes before departure, one minute past the deadline. The lady at the counter told me that my options are to miss my flight or to leave my suitcase behind. I left it, but by the time I got through security, the plane was finishing boarding. My husband called me to say that they were making him and the kids board the flight, and also making him pay $100 for our carry-on because we had pre-paid it on my ticket and I was not there yet. They made him and the kids board the plane and closed the gate despite him telling them that I was a minute away, running down the corridor to the gate. When I got there a minute later, the "supervisor" refused to let me on the plane despite my three little children and husband being on it. The uploaded word documents has more details on what had transpired.

  Business Response

  Date: 11/03/2022

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Im so sorry that you missed your flight. Please note, there is a 45-minute check-in cut-off time for domestic departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags. Our records show you arrived at the kiosk at 7:48am which was after the check-in cut-off time of 7:40am for your flight. 
  
  We never want you to miss your flight. Thats why we recommend that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights. Due to lengthy TSA security checkpoint times, its recommended that you check airport information prior to arrival at the airport.
  
  Guests who dont complete the check-in process prior to the cut-off of the originally scheduled departure time are subject to their reservation being forfeited, and any modification charges and any difference in fare may be applied to new tickets. Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website: 
  
  https://******************************************/en-us/category/article/KA-01182
  
  Additionally, as per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with us, you must arrive at the gate at least 15 minutes prior to your scheduled departure. If not, you do run the risk of missing your flight. We have these time constraints in place to ensure in an efficient and smooth boarding process for everyone.
  
  According to reports from our *** station,  you arrived at the gate 7 minutes late, your husband was asked if he wanted to wait and decided to board the flight. I'm happy to see you were rebooked for a later flight at no additional charge. 
  

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18300096
  
  I am rejecting this response because: I was already checked into the flight, ticket in hand, when I arrived at the gate. In fact, I had already gone through security (and left my bag behind) and was running to the gate when my husband was told to board, and he made them aware that I was literally a minute away, and to please wait the extra minute.  I was only late by a minute, the reason it is recorded as later is because the "Supervisor" was "helping" a different customer when I arrived, and refused to acknowledge me until she was done about 5 minutes later, despite me trying to tell her that my family is on the flight. What's more, the gate was actually opened to bring out my child's balloon off the flight, and yet, I was not allowed to enter to rejoin my family. They also made my husband pay at the gate for the carry-on, even though I had already paid for it on my reservation. My rebooked flight "later that day" was to *******, because the airline would not rebook me on a flight to *** that would get me there that same day. I am very upset at how the "supervisor" treated our family and would like to be compensated for that terrible experience.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/03/2022

  Hi *******, 

  We appreciate your continued correspondence through the Better Business Bureau.
  

  Per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with us, you must arrive at the gate at least 15 minutes prior to your scheduled departure. If not, you do run the risk of missing your flight. We have these time constraints in place to ensure in an efficient and smooth boarding process for everyone.

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18300096
  
  I am rejecting this response because: Again, the issue is the way my family was treated by your *** gate supervisor. Please review the earlier correspondence. The way she treated us was unacceptable. I have posted my story on social media and have tagged Spirit Airlines. People are outraged. If it is not clear that this kind of behavior needs to be changed and my family compensated for the harm caused, I suggest you read all the comments from people replying to my ******** post, many of whom are lawyers. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 21, 2022 i purchased a flight on spirit airlines. Just 2 hours later, my minor infant child was diagnosed with COVID. I immediately (within five minutes of getting the positive test result) contacted Spirit Airlines to receive a refund. They then asked me for my minor child's medical records. I said I was not comfortable with that. They then told me that if I was not comfortable with that, that I could then receive a travel credit for the full amount. I agreed. After I agreed, the airline reneged on this as well, advising again that I had to provide a COVID test result. I sent a photo time stamped of a COVID test result. The airline then reneged on that and moved the goal post again and told me I needed to provide my minor child's confidential medical records.This is ludicrous. First, there is a requirement as a matter of law that airlines must cancel within 24 hours of the flight; Second the law requires me to stay at home and quarantine. The law does not require that I send my minor child's medical records to a group of strangers on the internet. I want a refund and I want one immediately.

  Business Response

  Date: 11/03/2022

  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. 
  
  
  
  I am aware that an emergency has occurred which has interrupted your travel arrangements. We are deeply sorry to hear about this and are willing to help. 
  
  In order to assist you further, please attach any documents you have to validate your emergency. I will research on it once I receive the documents and will get back to you shortly on what we can do.
  

• Initial Complaint

  Date:10/20/2022

  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 9/28/22 I booked Spirit flight #*** going to *******, ** from ************, ** scheduled to leave two days after on 9/30/22. Total of $241.18 round trip. Confirmation MEDNUS I messed up and inverted the airports. I was supposed to leave from ******* and land in ************ 9/30.I went online spent the fee of $99 to change my flight and received a confirmation of my changes right after I submitted it. New Flight #*** New round trip total - $346.18 About seven minutes later I receive a Cancelation email for Spirit Flight Confirmation MEDNUS. When I called, I was told that I canceled my flight online. I tried explaining that I in fact did not cancel my flight I just spent an extra $99 on it. My only option was to rebook (the same flight that I just paid for) at a higher rate. I was refunded $126.20 out of the total $346.18 that I had just spent for a flight that I still wanted to be on. I rebooked another flight online for Myrtlee Beach through Spirit (my only option at this point) and booked a different flight with a different airline for my travels back. The day came for travel and hurricane *** canceled everything. Spirit did credit me be the money spent on the flight but I'm still out a total of $219.98 for this. If I wanted this canceled, I wouldn't have paid extra to change locations and I sure wouldn't have boughten another ticket for the same place on the same day.No spirit representative will discuss this with me I can only email into customer service. The customer service email response stated their Refund/Cancelation policy and that it looks on their website that i canceld the reservation. I've tried talking to multiple people within the company and no one can help me. Where are the ethics? Their website needs to be debugged because the option to change my flight was there, I never hit cancel I hit change, and I paid an extra $99. There is no way that I canceled this.

  Business Response

  Date: 11/02/2022

  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 MEDNUS and our records show you did cancel your flight online via the web. A reservation credit was issued for your canceled 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: MEDNUS
  Amount: $243.98
  Expiration date: January 20, 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:10/20/2022

  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.

  September 12 I had a flight to ****** from **********. I checked in the night before and noticed there was not a bag claim on my reservation. I contacted an online chat representative and in writing assured me that I indeed had a bag on my reservation and "I will not owe anything at the airport". Upon arriving at the airport, It turns out that there is not a bag on my reservation and now I m being charged and a late fee for not reserving a bag reservation when I checked in. I showed the agent my online chat conversation and he asked why the Spirit representative didnt change my reservations. He continued to handle the situation in a rude and unprofessional manner. To the point of egging me on and trying to get me removed from the plane. I was in a very vulnerable situation and I had to take the verbal abuse and pay the extra baggage fees, even though I felt that I was taken advantage of. I filled a customer report and it took over a month for are a response. The response did not address my concerns and just gave policies and links to those policies. The representative acknowledged that the response was not what I wanted to hear, especially since I have evidence in writing indicating fault on Spirit Airlines but it was not addressed nor acknowledged.

  Business Response

  Date: 11/03/2022

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I have reviewed your reservation and I see your checked bag was added to your return flight and no bag was purchased for the outbound. 
  
  
  
  Due to the misinformation you received regarding your baggage, I have gone ahead and issued a refund in the amount of $79.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

• Initial Complaint

  Date:10/20/2022

  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 purchased two tickets(one for me and one for my friend) from *** to *** (departuare on Oct 16th 6:33pm-NK889). Unfortunately, the flight continued delayed, because of mechanical issues. Me and my friend were wait at gate almost 4 hours until around 10:30pm, I received the latest flight update notification email was NK889, planning to depart on October 17th afternoon.(Attachment-1). I contacted spirit airline customer services agent by online chat immiediately, that request refund .(Attachment-2). I asked the agent if I can get any hotel voucher for sunday night.The agent rejected my request, because she/he already processed my refund request. the hotel voucher only available for passengers still travelling and will be put to next flight at the airport. Ok, so finally, the agent confirmed me again that both of my mom and me's tickets processed refund.I am request the airline follow their promise to refund full ticket amount to my account!

  Business Response

  Date: 11/02/2022

  Hi Hou, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Please accept our apologies regarding your flight delay. Our records show that your flight was delayed due to a maintenance-related issue. We do all that we can to prevent delays, but at times they're unavoidable as the safety of our guests and crew comes first.
  
  
  Your refund was processed in the full amount of $308.59 back to your card ending in 8449. 
  
  
  We understand your travel plans were disrupted. Our station issued you 2 Future Travel Voucher (FTV) in the amounts of $50.00 each. You should have received an e-mail containing this information but, just in case you didn't, I've provided it again below. 
  
  
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.
  
  
  
  Guest name: **************
  Voucher code: 45811307337500167
  
  Voucher code: 45811038626300169
  
  Amount: $50.00 each
  Expiration date: January 12, 2023
  
  
  For information on how to redeem your voucher, click here.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18253084
  
  I am rejecting this response because:
  The spirit airline agent alreay processed both of my relative and me's tickets, so they should refund two tickets , total is $597. The conversation between the agent and me that I already submitted to you.
  Sincerely,
  
  **************

  Business Response

  Date: 11/06/2022

  Hi Hou, 
  
  
  Thank you for your reply. Please provide the confirmation number to the second reservation so I may look into it for you. 
  
  
  The vouchers were sent on 10/16/2022 and 10/17/2022 to the email address on file- *******************

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18253084
  
  I am rejecting this response because:

  (1) Business able to found out the confirmation number FROM in the conversation between spirit airline agent and me! 

  (2) The spirit airline agent already processed my refund request at 10/16/22, the business should found the record in their system. Also The spirit airline agent warned me that the vouchers ONLY  AVAILABLE for the non processed refund ticket traveler!

  
  
  
  Sincerely,
  
  **************

  Customer Answer

  Date: 11/08/2022

  In the attachment, you could simply to find it. I provide everything to you. IT IS YOUR RESPONSIBILITY TO SLOVE THE ISSUE. OR YOU ARE JUST A SPAM AIRLINE, INFORMED THE PASSENGER THAT THE TICKET ALREADY REFUND, BUT HOLD THE PASSENGER'S MONEY,REFUSE TO REFUND TO THE PASSENGER. 

  Business Response

  Date: 11/09/2022

  Hi Hou, 
  
  Please be advised the attachments you provided do not state the confirmation number only the flight number. I requested the confirmation number for verification purposes. 

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18253084
  
  I am rejecting this response because:

  The confirmation code(what the business ask for) can be found in attachment, however, I am not sure if the person who represent the business has mental issue or any cognitive impairment,keep ask same question, instead of slove the problem.My complaint is I was informed by  the agent that she/he HAS ALREADY processed refund on both of my relative and me 's ticket at the day the flight delay. Unfortunetaly, this airline hold my refund amount until now. Based on this agent"*****"'s abnormal behavior, I will continue reject same response until I receive a VALID solution.
  
  
  
  
  
  
  Sincerely,
  
  **************

  Business Response

  Date: 11/28/2022

  Hi Hou, 
  
  Please be advised the attachments you provided do not state the confirmation number only the flight number. I requested the confirmation number for verification purposes. 

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18253084
  
  I am rejecting this response because:

  I have provided the information that business request.
  
  Sincerely,
  
  **************

  Business Response

  Date: 01/30/2023

  Hi Hou,
  
  My name is ****** and I'll be further assisting you.
  
  I've reviewed the attachments you provided, and I was unable to find any identifying information for the other guest. However, I was able to search for previous trips using your email address and have located a flight for Sen ***** Our records show that she has completed travel. As such, we are unable to issue a refund. Further, I've reviewed your refund request, and I've verified that the agent did not confirm that a refund would be processed. The agent informed you that a request was submitted and to check back within 7 business days. 
  
  If you have information that shows travel was not completed, please provide it. Alternatively, if she did complete travel, you may provide the receipt for her hotel and meals along with her mailing address for review.
  
  If you have any additional questions or concerns, please let me know.
  
  Best,
  
  
  Dedrie
  Supervisor, Guest Relations