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

  Atlantic City Airport ATLANTIC CITY, NJ 08401

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines, Inc

  3400 E Sky Harbor Blvd Terminal 2 Phoenix, AZ 85034

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:10/20/2022

  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.

  I booked a flight to go to ******* on November 7, 2022. My confirmation #SKC23N. I called the direct airlines Oct 20, 222 to find out how much the bags would be to check in. First representative I spoke to could not speak English well, I asked her to speak to a Supervisor and she denied me the right to rightfully do so. I hung up called back spoke to another representative and he put a supervisor on the phone. When talking to him, I asked him about how much would it cost to check bags. He responded saying that we got to pay for bags with him right then. I explained I don't know if my bags where going to weight over 40 pounds or not and could, I pay at airport. He then come back and he going to make sure I pay more at the airport. I did not understand why would he go out his way to make me pat more at airport and how does he get to determine the cost of someone check bag. I would like to speak to a Manager not a supervisor about this issue and be explained company policy.

  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 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.
  
  
  
  Your ticket includes your seat and a personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (including wheels and handle) at the check-in counter, and also at the gate.
  
  
  
  Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur a small charge. Keep in mind that baggage prices are cheaper when purchased in advance. 
  
  
  Bag prices are dynamic based on, time of booking, city pairing, dates of travel, time of purchase and demand for baggage. Demand for baggage varies by region, day of week, destination, and season.
  
  
  It's best to buy bags ahead of time to avoid higher charges at the airport.  Providing our guests with the option to purchase bags in advance keeps costs low which means lower fares and lower bag prices for you.  
  
  
  Check out our bag prices here - http://www.spirit.com/OptionalServices

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18252203
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************;

  This is not the Manager. I will take this now and go to the News. Where is the Managers of Spirit. What are they getting paid for! I asked for Manager and I have that right to talk to a Manager on the phone ************ 

  Business Response

  Date: 11/21/2022

  Hi *******,
  I'm sorry that we were unable to connect. I gave you a call a few minutes ago and reached your voicemail.
  I understand that you have some concerns regarding our luggage guidelines. As you were advised, along with your ticket you're allowed one free personal item (not to exceed 18 x 14 x 8in; including handles and wheels). We strongly believe in paying only for the things you need. Additional options like extra or larger bags, specific seats, and refreshments are an additional small charge. Please keep in mind that bags are cheaper the earlier they are purchased. Please see below.
   
  spirit.com/optionalservices
  Further, the weight limit for checked luggage is 40 pounds. Anything heavier will incur an additional charge. This is in addition to the bag charge.
  After carefully reviewing your calls, I've found that you were advised of our luggage guidelines. As a courtesy, the agent offered to add your bags at a reduced rate and informed you that the bags would cost more at the airport. Nonetheless, I apologize if you found our team anything less than helpful. Thank you for taking the time to share your experience with us, as this helps us to determine where improvement is needed.
  I see that a $200 reservation credit was issued for the oversized bag charge. As a courtesy, I've cancelled the credit and the $198 overweight charge. Refunds of $200 and $198 have been issued to the card on file. Refunds are processed right away on our end, but can take a few business days to post back to your account depending on who you bank with. 
  If you have any additional questions or concerns, please let me know.

• 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.

  A purchased a flight from Spirit Airlines leaving at 7:10 AM October 10, 2022. I read the entire itinerary, it said to arrive at the gate 15 minutes prior to departure time. I got the spirite airlines at 6:18am, was checked in at 6:25am (it says so on my boarding pass). They turned me away saying Im to late to check my bag. They said the only thing I can do is take a fight leaving 3hours later and laying over, over night in ******* and arrive at my destination ************ 10/21/2022 at 9:00am, or they just take my money and there nothing I can do about it. They said bags have to be check in 45 minutes be departure time even thought it does not say this anywhere visible in the itinerary. Plus I was check in 45 minutes prior! My fight was $432.16, my hotel in ****** was $478.92, my rental car was $102.74. Iv missed my fight and. My event. And I was there 45 minutes b4. I should not have to lose all that money.

  Business Response

  Date: 11/01/2022

  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.
  
  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
  
  I'm happy to see you were rebooked for the following day and arrived at your destination. 

• 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.

  Purchased ticket on 3 October 22, for $297.60. and had to cancel.Was told monies would be credited back to card, however, still have not received credit as of 21 October 22.I am on a fixed income, please help.

  Business Response

  Date: 11/01/2022

  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 reservation was not canceled. All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure. 
  
  
  
  Please note that refunds are always an option for flights that have had to be cancelled by Spirit. If a guest chooses not to travel for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time.
  
  
  I have gone ahead and issued a reservation credit for your missed 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: WJ5USG
  Amount: $297.60
  Expiration date: January 28, 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-
  

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18250072
  
  I am rejecting this response because:

  
  I  do not want to travel,  want money back on my card. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/03/2022

  Hi *****, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure. 
  
  
  
  Please note that refunds are always an option for flights that have had to be cancelled by Spirit. If a guest chooses not to travel for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time.

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18250072
  
  
  

  Not happy.   Would like my money back please. 

  
  

  Thank you 

  ************************;

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

• Initial Complaint

  Date:10/19/2022

  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 have a round trip confirmation number (YGB99M) from *********** to ********** ******** then ********** ******** back to ***********. I over payed $102 because I was planning to take a bag. I did not take a bag at all. I only had one carry on round trip which is free. I would like my money refunded back to my credit card. Spirit only offered me future credit within 90 days. I do not want a future credit with Spirit. I am owed $102. Please advise. Thank You kindly.*************************

  Business Response

  Date: 11/01/2022

  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.
  
  
  
  Upon reviewing your reservation I see your credit has been extended until January 05, 2023. 
  

• Initial Complaint

  Date:10/19/2022

  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.

  Spirit is by far the absolutely worst airline ever to fly with and I would never recommend them to anyone. I purchased a round-trip ticket, leaving from *******, ******** & going to ***********, **********. Before I even purchased the ticket, I called a Spirit representative to inquire about my luggage concerns. I asked her if they would charge me twice for the same bag if I bought two one-way tickets. She informed me that if I purchased two one-way tickets, then yes they would charge me twice for the same bag. The only way to avoid this is to buy a round-trip ticket and to purchase the bag once. So that is what I did. Upon returning to the *** airport to return home, theyre telling me that I need to purchase the exact same bag again that I had already purchased, which is preposterous seeing as how they claim to have cheaper rates but if charging twice for the same bag. That makes the rates the same as they would normally be with any other airline, possibly even more. They when I contacted a customer service supervisor, she showed NO concern for the agents miscommunication to me & provide absolutely no solution or compensation for the companys error. Spirit has permanently lost a customer in me, as well as anyone associated with me.

  Business Response

  Date: 11/01/2022

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Our records reflect that your reservation BLLPPX was booked with a third party vendor (******). We do not have control over how our optional services are displayed on Hopper's website; however, most third-party vendors do provide customers with information regarding airlines optional services. For future reference, our baggage options can be found by clicking the link below.
  http://www.spirit.com/OptionalServices
   
  We apologize for any inconvenience this caused; however, our best efforts are made to relay this information to our vendors and were sorry if you remained unaware of our baggage options.

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ************************* purchased two Spirit airline tickets on April 2nd 2022, do to covid I had to cancel, I continue to have complications after covid with other health issues and did not feel comfortable flying, on October 18th 2022 I tried to make a flight and I was told I had no credit, would like for them to give me credit or a refund,

  Business Response

  Date: 11/01/2022

  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 SGC3TM and I see you were issued a credit extension and your credit has since expired. I have gone ahead and issued a final credit extension, please be advised if this credit does expire again, we will no longer be able to reinstate it.  
  
  
  
  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: SGC3TM
  Amount: $549.96
  Expiration date: January 28, 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:10/19/2022

  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.

  Due to covid issues I cancelled my flight and asked for a full refund. They said I was not eligible and would give me credit. Now I need to use my credit for work next week and they are telling me my credit expired. And don't want to honor my credit. This is fraud and robbery and I want to press charges, for mental anguish and loss wages. American currency doesn't expire, and the fact that I gave them my hard earned **** doesn't disappear. I want my money back in full. I will never fly with this airline every again, and I will be contacting my lawyers, the media, and BBB. Thank you for interveening in this matter and seeing that I get my money back ASAP! AS THIS HAS ALREADY EFFECTED MY WORK AND I WONT BE ABLE TO MAKE MY JOB, I WILL BE PERSUING A LAWSUIT TO THE FULLEST EXTENT. YOU CAN CALL ME @ ********** THANK YOU P.S. MY FATHRR HAS WORKED FOR FAA AS A FLIGHT CHECK PILOT FOR 30 YEARS, SO EITHER EAY YOU WILL BE HEARING FROM ME!

  Business Response

  Date: 11/01/2022

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Im sorry to hear about your Covid diagnosis that prevented you from boarding your original flight.
  
  I kindly request a copy of any documents validating your emergency, so we can issue the proper reimbursement for the affected flight.
  

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18248112
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/02/2022

  Hi ******, 
  
  We appreciate your continued correspondence through the Better Business Bureau.
  

  Please note that refunds are always an option for flights that have had to be cancelled by Spirit. If a guest chooses not to travel for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time. 
  
  As all legs of your flight operated as scheduled, I have issued a credit extension.  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: DBMBXV
  Amount: $191.18
  Expiration date: January 28, 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:10/19/2022

  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 purchased direct flight tickets from ****** to ***** in March of 2021 with travel plans for October of ************************************************** July of 2022 we were notified via email that our flight itinerary had changed that Spirit no longer did direct flights and that we would be traveling to ******* with a small layover before connecting to *****. Though this change and itinerary was an inconvenience for us we decided to maintain our original flight plans and go with the changes through spirit we were not made aware of any price increase in July during our initial notification of itinerary changes. During my commute to ****** picture we were notified by Spirit airlines that are departure flight would be running late. I called spirit to double-check this information as the delay would would have made us miss our connecting flight to ********* out of ***************. The customer service rep that I spoke with indicated that as consumers it looked to him that we had gone online 40 minutes prior to our conversation and canceled our flight. During this period I was not notified via email that our flight had been canceled I notified the customer service representative that we still planned on flying out that it was not us that canceled our flight and that we were in route to the ****** airport as we speak. The customer service representative said they was nothing he could do for us the flight was canceled I asked to be transferred to a supervisor long story short the supervisor made us pay today's prices to get on the flight that we originally booked back in March of 2021 this tripled the cost of our flight and was very unnecessary. I believe it was a scam to not honor our original flight itinerary and the original prices paid for the direct flight from ****** to *****. I'm uncomfortable sitting with there's nothing we could do for you due to the fact that I was not notified that our flight had been canceled I wasn given the opportunity to dispute changes

  Business Response

  Date: 11/01/2022

  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 QKKSVN and I do see your flight was canceled via the web on your end. As we are a web-based, Guest-driven airline, Guests are ultimately responsible for the reservations and transactions they have made on the website.
  
  
  As a one-time courtesy, I have gone ahead and issued a refund in the amount of $953.96 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: 11/04/2022

   
  Complaint: 18247096
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 11/07/2022

  Good morning please see the attached screenshots for my response to Spirit airlines. Again we are grateful for the $900 and some odd dollar refund but feel that we are entitled to an entire refund for anything we incurred day of departure. 

  Thanks again for the assistance

  *********************;

  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 have reviewed your reservation QKKSVN and I do see your flight was canceled via the web on your end. As we are a web-based, Guest-driven airline, Guests are ultimately responsible for the reservations and transactions they have made on the website.
   
  As a one-time courtesy, I have gone ahead and issued a refund in the amount of $953.96 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: 11/07/2022

   
  Complaint: 18247096
  
  I am rejecting this response because:  We feel as though we should be refunded the entire rebooking fee of 1,563.32$.

  Unfortunately this was an internal error that caused ** financial distress during a well planned and well thought out vacation. 

  Thanks for the consideration 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/08/2022

  Hi *****, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  As your flight was boarded and travel is complete, we are unable to honor your request for a full refund. 

• Initial Complaint

  Date:10/19/2022

  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.

  My fianc and I fly from *** > *** > ***, on Friday Oct 14, 2022 to celebrate our 5 year anniversary. Our luggage was scanned at 4am in ***. By the the time we made it to ******, at 11:30am Spirit had completely lost our luggage with zero answers, leaving two ************************* a foreign country with nothing but the clothes on our backs and a promise of reimbursing us with whatever we needed and assured us our bag would be delivered on the next plane as it was last scanned in *******. We placed over 65 phone calls over the next 5 days to every phone # we could find related to Spirit Airlines and lost luggage in ******, *************, ****** and even was routed to somewhere in Georgia. With the exception of the woman in *******, who wasn't even a spirit employee, but instead was an outside agency hired by spirit as baggage handlers, we got zero help, zero assistance, zero answers from anyone. This company and it's employees are a joke. The customer service is awful. I was crying and scared and had nothing in ****** and every single employee I talked to was rude, disrespectful and inconsiderate and did not care about me or my belongings. Everyone just wanted to rush me off the phone. Now I find out according to spirit that they will only reimburse me for a fraction of both of our belongings and only if I have receipts! Who has receipts for their belongings they've owned more than 1 day????!?! I just want my suitcase and belongings back. I want someone to care and actually help!

  Business Response

  Date: 11/01/2022

  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.
  
  
  Please know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at www.spirit.com/bagclaim and must include a completed online claim form inclusive of all the required documents.
  
  
  Please follow up with the Central Baggage Team regarding your baggage. 

• Initial Complaint

  Date:10/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight on Sunday. I chose to add insurance but when checking out I was asked again if I wanted to add insurance and I clicked yes again. I then went to my confirmation email and didnt see the insurance in their so I chatted in to confirm. They said the insurance wasnt on there so I requested to add it. They offered it at a much higher rate. I asked them to just cancel the reservation and rebook it with the insurance using my same card, but they didnt. I had chatted with multiple people it seems so I decided to call to see if it may be faster (although their system says chatting is faster) and able to help. I let ******* know what happened and she said I could cancel and rebook but their would be penalties. I asked for a supervisor and explained the same thing. They said since its been more than ************************************************************************************* cancel immediately after booking. I explained this to the supervisors and she pretended not to hear me and ended the call.

  Business Response

  Date: 10/31/2022

  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.
  
  
  
  Please be advised, once a reservation is booked we are unable to add ***************** however, a guest can reach out to Travel Guard at www.travelguard.com/spirit or by calling Travel Guard at **************
  
  
  
  Additionally, why we offer several options on how to change or cancel your reservation. The quickest and least expensive option is to visit "My Trips" and make modifications yourself. Changes can be made up to an hour before scheduled departure. 
  
  
  
  Guests who initiate a cancellation after 24 hours of booking to their non-refundable reservations will not receive a refund. A cancellation 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-