Business Profile

Airlines

Spirit Airlines

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,282 total complaints in the last 3 years.
1,034 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:10/15/2022
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 **** Spirit points via the Spirit.com website on 10/11/22 (Confirmation Number: 9920-4637-1141-1423-4537). The points still have not shown up on my account after 4+ days and I need to book a flight with them ASAP (only need a few more points). Per their policy (I confirmed over the phone), the points should have taken *********************************************************************************** I get redirected to different departments/supervisors over and over. I was finally directed to the Spirit complaint submission, but guess what? They take 30 days to respond per the phone agent. I feel that Spirit does not care about their customer at all and is providing the worst possible customer service that they can get away with. This should have been a simple matter of refunding me or giving me the points I paid for!!!
Business Response
Date: 10/27/2022
Hi *****,

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

I'm so sorry you have not received your points. Can you please tell me if you would like a refund of your points, or if you would like them applied to your account? I will reach out to Points.com on your behalf.
Initial Complaint
Date:10/15/2022
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 September 25th, I checked in on Spirit Airline under confirmation # JMGK7U, from ******* -Newark. I paid $168.00 to check in 2 bags, and received my boarding pass and proceeded to TSA, which was challenging but I got through and made it to my gate. Upon arrival me and a few other customers were told that the flight had already closed and we needed to go back to the checking area to rebook secondary flights. *****, I had no choice but to hike back to the check-in area and try to solicit another flight to Newark. I asked the check-in assistant when was the next direct flight and she said the next morning September 26th. I was like what? Then she proceeded to offer my connecting flights all going backwards, one offer was from ************* *******.. I was like no this doesn't make sense for me to go backward to go forward and beside, hurricane *** was also travelling toward *******, so I thought this idea was very risky. The assistant assured me that was the best option or wait until the following day. which again was out of the question. With that I asked her about my bags, she clearly said your bags would be in Newark. After hearing this, I told her I would find my way home but could not go to ******* farther away from my destination. So I booked a one way direct flight home. The next day I go to ************** to pick up the my bags, which supposedly went ahead of me. Only to find out from the attendant at Newark that my bags were still in *******. So, am confused how my bags were supposedly on a flight that left on time due to TSA regulations, yet I got home ahead of the bags. Spirit claims I abandon the flight, but why would I abandon a flight that had my bags and then proceed to buy a new ticket home. Not to mention Spirit sent an email the night before the flight asking for passengers to take a later-flight. This suggest that they were over sold and use this situation to take advantage. I request that Spirit reimburse return flight and bag fees.
Business Response
Date: 10/27/2022
Hi ******,

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

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.

Were sorry that you missed your flight. We dont like being late and we know that you dont either. Thats why we ask our customers to be at the gate at least 15 minutes prior to scheduled departure or they may risk losing their entire reservation. Heres a link with more information about our guidelines:

https://******************************************/hc/en-us/articles/202096936-What-time-do-I-need-to-arrive-at-the-airport-for-my-flight-

Upon reviewing your reservation, I'm happy to see you received your bags. I see your flight was not oversold and left with open seats. While I am unable to honor your request for a refund of your missed flight. I see you were issued a reservation credit.

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: JMGK7U
Amount: $323.59
Expiration date: January 03, 2023

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:10/15/2022
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.
Worst f****** experience of my life, I have never been more insulted!!!! I booked a flight at the airport after my car accident, its an hour flight and I was stuck there with zero sleep, my brother was in the hospital and I waited 12 hours till I was bumped for not reason but the Asian desk lady, who caused a scene yelled at me as she let 4 people onto the flight and bumped me, all four people she let on were Asian and as a priority with my brother in the hospital, if you over sold the flight you just let me buy a ticket, as a practice I heard you offer refunds and compt flights with vouchers. I was given ZEro but yellowed at after I rightly got upset for the racist act of your desk manager. They wanted me to wait another eight hours but I needed to sleep and I was in a lot of pain!!! I have a autoimmune disability and even when I can back up stairs the rude lady who guided the lanes refused to let me in that line and said I didnt have a disability, which is a hippa compliment probably em, legally she couldnt have asked and was rude to say I didnt, if this isnt resolved to my standards STAT, Im going to seek legal action!!! Then I had checked one bag the day before, they lost it! I had my cart on with my computer laptop which the gate gal let me take but gate lady made me check it because of a 10 cm difference?!? Guess what, it was last minute and you lost it!!!!!
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'm so sorry that your recent experience with us was not pleasant. I want to research this matter for you, so Ive gone ahead and forwarded this incident to our Disability Specialist for further review. The investigation may take some time to complete, so I thank you in advance for bearing with me through this process.
Initial Complaint
Date:10/15/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I flew w/ Spirit from ********* to ***** -my connecting flight from ***** to CLT was canceled (Flight ****) due to no pilot. I was stuck in ***** overnight for over 8 hours due to this cancellation. Spirit refused to issue me a refund for a flight they canceled and counted me as a no-show just because I chose not to take any of the other flights available since they would not work for my travel plans and I did not want to have to stay in ***** for 3 days and pay for a hotel. I ended up returning to ********* and never got to join my family in CLT to leave for our family trip.
Business Response
Date: 10/27/2022
Hi ******,

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

I'm so sorry your flight was canceled due to weather. I have gone ahead and issued your remaining refund in the amount of $400.02 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.

While I know we can't change your past experience, I'm hoping a Future Travel Voucher will encourage you to give us another chance to serve you. I've created a voucher in the amount of $100.00 that you can use towards your next Spirit 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: 45961368486500001

Amount: $100.00
Expiration date: January 23, 2023

For information on how to redeem your voucher, click here.
Customer Answer
Date: 10/27/2022

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:10/14/2022
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 originally booked a flight on Spirit Airlines to go to a Conference in ******* ******* October 9th to October 13th. I had to change the flight to go on the 8th of October to the 13th.. Prior to my the day of my flight I was having some digestion and stomach issues for 5 days, I was getting dehydrated, On the day before my flight, October 7th, my doctor advised me to take some Imodium, I took the maximum for the 24 hour period. On the day of my flight, October 8th, I was still as bad and my doctor advised me to not fly/travel and to go to the *** I went to the *** they took blood and ran tests. They kept me for 6 hours and said that I most likely had a severe stomach infection. They called an RX into my pharmacy for an antibiotic. I was to take the pills until gone, drink lots of water and rest. By the time was was sent home I missed my flight. Once I contacted the airline and told them all this. The person I talked to via chat asked me if I had a doctors note, I said yes. They told me to upload the note and then they would give me a full refund. After doing so I was then given a ticket credit to be used within 3 months. I sent them an email asking for my full refund they said they cannot do that. I have the chat transcript that shows that the person said I would get a full refund after sending the doctors note in. I want them to honor what the employee told me.
Business Response
Date: 10/27/2022
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 medical emergency that prevented you from boarding your original flight.

I have reviewed the chat transcript you provided and I do see the agent advised you, you would receive a travel credit once you submitted your medical documents.

As promised, you were issued a full reservation credit you can use towards your next 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: SD9J6F
Amount: $306.16
Expiration date: January 08, 2023

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: 10/27/2022

Complaint: 18225892

I am rejecting this response because:

They are not giving me a full refund. This is a credit to get used my January 8, 2023 I have no travel plans between now and then so I will lose this credit. I want the full refund without restrictions like the agent said. The agent did not say credit, they said full refund. Spirit Airlines needs to stand behind what their agent said and promised.
Sincerely,

***********************
Business Response
Date: 10/31/2022
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.
Customer Answer
Date: 11/02/2022

Complaint: 18225892

I am rejecting this response because:
The credit give to me can only be used within 4 months. I do not fly often enough to use the credit within the time frame allowed. Again I will state thus YOUR EMPLOYEE SAID I WOUKD GET A FULL REFUND - NOT A FULL CREDIT. I want the FULL REFUND promised.
I want your company to honor what your EMPLOYEE said you would do. They work for you and therefore act for your company legally.
Be an honorable company and do the right thing - issue me a FULL REFUND to my card.

Sincerely,
***********************
Initial Complaint
Date:10/14/2022
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.
My daughters flight was cancelled by spirit airlines. They did not give us a reason as to why the flight was cancelled. They scheduled her on a flight two days later. If she were to get on that flight she would miss our wedding that she was flying out for. We had to book her on another flight so she could make it out here. We had to pay an extra $372 to get her here. She had to find a place to stay last minute and has to now purchase extra meals. Spirit airlines was very unaccomodating. They provided us with a refund of the flight portion she was missing. The problem is we had to buy a new flight to get her here and she had to figure out accomodations and meals. I am hoping to get paid for the flight we had to purchase for $372.
Customer Answer
Date: 10/16/2022
Yes, I paid for my daughters ticket.
Business Response
Date: 10/26/2022
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 *********'s 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 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 ORD-LAS segment of her flight.

I know this trip didnt go as planned, but I hope you will give us another opportunity to make it right. While I am unable to honor your request for reimbursement of your out of pocket expenses, Ive issued Future Travel Vouchers for *********.

The voucher amount is applicable towards the flight portion of the base fare for Spirit flights. Vouchers cannot be used towards taxes, fees, optional services or on-board purchases and are non-transferable. Youll have 90 days to think of an awesome place to go and book it. You dont have to fly by the expiration date, just make a reservation before it expires.

I've provided the information for your voucher below:
https://******************************************/category/article/KA-01231

Guest name: ***********************************
Voucher Number: 45946967670600001
Amount: $100.00
Expiration date: January 22, 2023

Im here for you if you have any other questions!
Customer Answer
Date: 10/26/2022

Complaint: 18223463

I am rejecting this response because: I spent ****** on a ticket and spirit is offering only a 100 voucher.

Sincerely,

*************************
Business Response
Date: 10/27/2022
Hi ****,

We appreciate your continued correspondence through the Better Business Bureau.

When it comes to a flight cancellation caused by severe weather, Air Traffic Control decisions or other issues outside of Spirits control, we dont offer reimbursement for the other airline or hotel accommodation for such events, since they are out of our hands. When these situations occur, the options are re-accommodation on the next available Spirit flight or if this option is unsatisfactory, a refund of the affected flight is issued.
Customer Answer
Date: 10/28/2022

Complaint: 18223463

I am rejecting this response because: They are saying it was severe weather but other flights were not being cancelled and at the time they were not saying severe weather. It wasn't until I received this response that is was severe weather. I have no proof that it was severe weather. Just saying so doesn't make it so.

Sincerely,

*************************
Initial Complaint
Date:10/13/2022
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.
Purchased the ticket with Spirit online on August 11, 2022 Confirmation # FDM3YF, Ticket included Going from *******, ** Sept. 20 to ******, **, and return to ******* Oct. 12, I also included one checked-in Bag, and carry on, all totaling $122.On the day of the trip September 20, I received 5 text messages within 2 hours, each stating a new flight delay. The next day Spirit issued each passenger a $50 voucher for the inconvenience.At the check-in counter, the agent said that I had checked my bag on the return and not the inbound. I appealed to the agent that if this true (which I doubt) is to reverse the bag check-in.The Agent's response was that she cannot help me, and that there's an EXTRA charge of $44 since I am now checking in at the airport and not online (Although I checked it online). I could see she was fully trained to think only $$$ and not budge regardless of being wrong. having my trip ruined by Spirit and its Agent, I reluctantly paid $44.I emailed Spirit customer service hoping someone can realize their mistake and return me my $44. The response was that the $50 voucher inconvenience should cover it.The return:On the way back to *******, as I lined up at the gate, there were a couple of Spirit employees at the gate measuring the personal personal items on selective basis, not based on bag size.All I had was a small back pack with my personal items such as my laptop, socks, underwear and medications. My bag fitted in the bin, except for 1%, but still I was charged a whopping $99, Several passengers had huge carry-ons but were not called out.We contacted Spirit via chat (attached), but they said they do not charge for personal items, but for check-in, and would not believe that I was charged for personal carry on.Please help me get a my rightful refund of $143, and I will re-send Spirit their voucher, as I neither plan nor intend to be even near their company.Original cost including check in bag= $122 Extra charges $143
Business Response
Date: 10/26/2022
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 FDM3YF and I do see your checked bag was added for your return trip. While bag prices are cheaper when purchased in advance, bags added at the airport do come at a higher price.

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. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied.

I understand that you stated your bag was within our personal item guidelines, however, because Im unable to verify what bag you had at the time of travel and its dimensions, Im afraid that Im unable to issue a refund.
Customer Answer
Date: 10/31/2022

Complaint: ********

I am rejecting this response because:

Response to Spirit Airline regarding my BBB complaint case #********
I am sorry to say that Spirits customer service negative response is unacceptable, for the following points:
1-As for the surcharge of $44, when I checked my bag ONLINE, I was sure that I checked it on departure, but if you say it was checked on the return, I believe you, but I did check it ONLINE. Now, for the sake of argument it is the same bag, going either way, one would expect some courtesy and understanding from Spirit staff by simply reversing the bag check-in from returning flight to departure flight, especially since the bag was checked ONLINE in the first place.
2-As for the returning flight, all I had was my personal item to board the plane. The personal item as I mentioned fitted 99% in the space provided. Only a very small portion of the side pocket was showing which is why I am shocked at your insisting not to right a wrong.
3-Again, the only item I had upon my return was my personal item, and as I mentioned it fitted 99% in the space provided, now how can such an insignificant oversight cost 3 times a checked in luggage.
4-When I chatted with your customer service online, they said that if the checked bag is more than 50 lbs then they charge extra. (Complete chat is available). All I had was a personal item that fitted 99% in the space you provided and weighed no more than 20 lbs.
5-When you (Spirit Representative) say you need me to verify the information, in essence youre saying Im lying. How about Spirit verify the contrary.
6-I kindly request you (Spirit customer service) to consult this case with an understanding supervisor as I believe that misunderstanding and injustice were done in both ways of the trip. This case will not simply fade away. If no result is achieved through the great people of BBB, I will convey the issue to other concerned entities among which are the Federal trade commission as well as the ****************************.
I truly hope that Spirit customer service management would right a wrong and show true customer service rather than insisting on the wrong.

Best regards.
*************************
******************
Sincerely,

*************************
Business Response
Date: 11/09/2022
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.
Initial Complaint
Date:10/13/2022
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 complaint about Spirit Airlines and this airline should not be allowed to operate. They have questionable business practices and take advantage of people in times of need. I purchased two tickets on 9 Sept 22 to travel from *******, ** to *******, ** on 28 Sep 22 for my mother's memorial service scheduled on 30 Sep 22. With Hurricane *** approaching, I changed the flight to 27 Sept 22 the night of 25 Sept 22. Spirit charged me more than $350 for this change. This price was cheaper on their app but the app did not work and I was forced to deal with someone via text message. Less than 12 hours later, they had a flexible policy in place but refused to refund my change fees. They still refuse to give me a refund for wifi services that did not work and they refuse to provide an itemized invoice for all my fees. My total invoice was over $800 for two tickets and I know I paid twice for some of the fees. I would like an itemized invoice from this company along with a $200 refund in modification fees. Plus, $17.98 due to faulty wifi that was not operational. I would like an explanation on why I can't get a refund on seat selection and bag fees for a flight that was cancelled - *** was closed. These same fees were paid on 25 Sept for the 27 Sept 22 flight. This airline should not be allowed to remain in business. I know I will never fly this airline again.
Business Response
Date: 10/26/2022
Hi ********,

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

Please use the following link to request your WIFI refund: https://******************************************/en-us/category/article/KA-01498

You can access your flight itinerary online at any time by visiting www.spirit.com. Just click the My Trips tab and then enter your last name along with the confirmation code IF4KNP.

You can also click the link below for step by step instructions on how to obtain your receipt/itinerary:
https://******************************************/category/article/KA-01186

As there was no travel advisory in place when you change your flight, you were charged the appropriate fees, however, as a courtesy, I have gone ahead and issued a refund for the change fess in the amount of $198.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.
Customer Answer
Date: 10/26/2022

Complaint: 18209155

I am rejecting this response because:
WIfi refund has not been received and you will see in the attachment I was advised in September it would arrive within 5 to 7 business days. I did follow instructions per flight attendant the end if September and this has not been resolved. I do accept the refund of the $198 as the entire stare of ******* knew a hurricane was approaching. I wish my mother had not passed away requiring me to fly to PA in the first place. If I could have avoided changing my flight, I would have.

Sincerely,

*******************************
Business Response
Date: 10/27/2022
HI ********,
We appreciate your continued correspondence through the Better Business Bureau.
Please use the following link to request your WIFI refund: https://******************************************/en-us/category/article/KA-01498
Customer Answer
Date: 10/27/2022

Complaint: 18209155

I am rejecting this response because
I have done this repeatedly. Furthermore, I paid by credit card and never received a receipt via email.

My next steps are to file a complaint with my credit card and notify ********************** on why Spirit should not be allowed to merge with JetBlue. This airline should fail or go bankrupt due to its customer service and business practices.

Sincerely,

*******************************
Initial Complaint
Date:10/13/2022
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.
Date: Flight Booked 7/20/22 / Schedule to Depart: 9/30/22 Cost: $651.49 (which included $59.95 for the Savers program - by joining, you received reduced fair on flights)Commitment: Round Trip Flight for 3 People from *********, ** to *******, ** - to attend our niece's wedding on 10/1/22.Nature of Dispute: Due to ********************** on *******, ** - Airport Closed through noon EST 9/30/22. Our flight was due to land at 12:53 pm. Flight was canceled - even though flights from other cities landed in ******* on 9/30/22 (as close as *******, ** - in the same flight path). Rebooked on the same flight for the next day - 10/1/22 to arrive in time for the wedding (miss the rehearsal but still be able to attend the wedding). A few hours later, this flight was also cancelled - due to weather. I called (4 times total) - placed on hold for ***** minutes each time - and tried to rebook out of *******, since those flights were not being cancelled. The website stated that change fees and price increases were being waived for all flights into affected ** cities (including *******). I was told I would have to pay the difference in fair (over double the original cost) or receive a refund. The would not honor their policy and we asked for a full refund. We were refunded all but the $59.95 - and I asked why, but was disconnected. I called back and was told they had to connect me with the Savers program - and was put into a survey. I gave up and submitted an issue (Spirit has copy).Resolution: I sent an email and received much justification for the cancellation - all weather related (which is not true since other flights were arriving) but they refused to refund the Savers portion. We will not fly Spirit based on this incidence and have no need for the program. They do not honor their commitments, cancel flights that are not full - and use weather as their excuse, and customer service does is not informed/helpful.Confirmation Code: CW6WXB
Business Response
Date: 10/26/2022
Hi ****,

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

Hurricane *** was a massive storm that greatly impacted air travel resulting in ceased operations at airports we service such as ******* (***), *************** (***), ***** (***) and ************ (***). Due to our large presence in *******, we had to move many of our planes out of the way of the hurricane. In addition to airport closures and aircraft displacement, many of our crew who live and work within ******* were also impacted. Now that the storm has passed, we're working around the clock to get back on track, but it takes time to get our crews and planes back to our bases in order to resume scheduled services.?

At your request, I have gone ahead and canceled your membership and issued a refund in the amount of $59.95 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: 10/30/2022

Better Business Bureau:
While I am disappointed at the lack of response regarding their refusal to honor their policy - which meant we missed our niece's wedding, 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:10/13/2022
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 reached out to spirit air and received ticket number for travel history NK:017880003194 for court and was refused access to my records. I was told by several employees at the airport and customer service that opening a ticket though the website would give me that information for court. I'm a shareholder with Sprit and Jetblue and know that it is possible to provide requested information.
Business Response
Date: 10/26/2022
Hi ******,

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

I have provided all reservations associated with your email address **************************

You can also log into your Free Spirit account for your flight details.

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