Complaints

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

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• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  300 World Way #a Los Angeles, CA 90045-5899

• 

  Spirit Airlines

  84 State St Boston, MA 02109-2202

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:10/12/2022

  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 made a flight reservation with Spirit Airlines via a phone call with the reservation desk 8/25/2022. The flight from ************** to Cap *******, ***** (flight # ****) departing ************** 10/22/2022. Returning flight from Cap *******, ***** to ************* (flight #***) departing Cap ******* 10/29/2022.Due to the unrest in *****, it was decided to cancel the trip. I contacted the airline 10/10/2022 to ask about cancelling the reservation and was informed that I needed to cancel on their webpage instead of over the phone. Today 10/12/2022 I went to their webpage and following the instructions on the page cancelled my reservation. However, I was informed that I would be given a 'Reservation Credit' minus $119.98 less than the original price of the reservation. Their webpage describes cancelation fees and according to their chart I should have been charged $49.00. And talking to a **************** Rep. I cannot receive a refund just a 'Reservation Credit'. I DO NOT want a credit, I want a refund. (I have no intention of flying with Spirit Airline ever again). I want my credit card credited $451.74 minus $49.00 if that is the appropriate charge.

  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.
  
  
  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. 
  
  
  
  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-
  
  
  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: 10/26/2022

   
  Complaint: 18205982
  
  I am rejecting this response because:When I booked my flight, I asked the ticketing agent about flight cancellation and was not informed of the 24 hr limitation after booking.  I also asked the agent to book my flight as "bundled", which I was told by a frequent Spirit customer would allow me to cancel my flight without any charges for doing so.  I believe that I was not informed by the ticketing agent and Spirit Airlines is operating a deceptive business.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/27/2022

  HI *****, 

  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  As I have fully researched your concerns, and reviewed our Contract of Carriage,I'm afraid I'm unable to alter the position provided.
  
  If you have any concerns regarding any other issue, I'm here for you.

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18205982
  
  I am rejecting this response because: Without the ticketing agent informing me about your unethical flight cancellation policy and my asking the same ticketing agent to set up my reservation in such a fashion that I could cancel without any cancellation fees and get a full refund, I will not be satisfied with anything less than a full refund.  The reason I asked about a full refund if I cancelled my flight was due to the unrest that ***** has been experiencing for the last number of months and that there was a very high likelihood of our group not being able to complete our mission trip. I am not interested in a flight credit.  I have no plans to return to ***** and or utilize your airlines regardless of where you fly.  I want a full refund. Nothing less.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/12/2022

  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 Sat. Oct. 1st we were scheduled to leave ********* on Spirit flight #****(********* to *******). The gate agent made the announcement that our flight was cancelled due to no pilot. We were re-scheduled on a flight that departed on Tuesday October 5th,3 days later (flight 961 from ********* to Houston and then on to *******). We had already been in ***** since that Wed. and did not have the means to pay for a hotel for 3 additional days along with the cost of food and 2 days of missed work (which i would have had to take without pay). I spent hours on the chat line trying to receive not only a refund but the difference in the cost of the new flight we booked with Frontier. I have copies of the transcripts for review and will submit if needed. The only way to speak to anyone in regard to the reimbursement is via email. I sent the email with my request. I received an email from Spirit with a credit voucher for $50 and an email stating the reason for the cancellation was due to weather and my request was denied. This is not the reason for the cancellation and frankly Spirit is being untruthful in regard to this. I have flown Spirit many times however i can no longer count on this airline to do the right thing.I do not want the $50 voucher as it expires in January 2023 and will not be flying anywhere during this time. I responded stating the cancellation was not due to weather but no pilot and have not received a response back. I am not sure how to contact Spirit to escalate the matter. it is only via email and once submitted, it states the response could take up to ************************************* obtaining our reimbursement for the cost of the last-minute flight we booked with Frontier. Spirit is not being truthful as to the reason for the cancellation. I understand the travel industry in whole are having issues with staff however Spirit is not being truthful to the reason for cancellation and have denied my request. Thank you, *********************

  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.
  
  
  Were sorry to hear that your travel plans were disrupted as a result of the recent hurricane.
  
  Hurricane *** was a massive storm that greatly impacted air travel resulting in ceased operations at airports we service such as ******* (***), *************** (***), ***** (***) and ************ (***). Due to our large presence in *******, we had to move many of our planes out of the way of the hurricane. In addition to airport closures and aircraft displacement, many of our crew who live and work within ******* were also impacted. Now that the storm has passed, we're working around the clock to get back on track, but it takes time to get our crews and planes back to our bases in order to resume scheduled services.? 
  
  I see that you were provided with a refund of the cancelled flight. Refunds are processed immediately on our end but may take a few days to post to your account.
  
  I understand you have also requested reimbursement for additional expenses incurred. Since the flight cancellation was due to weather and outside of our control, we are unable to reimburse these expenses.

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18204971
  
  I am rejecting this response because: no resolution was offered.

   

  Absolutely unacceptable.  The cancellation was not due to weather and Spirit knows this.  This way spirit can wash their hands and think a replacement flight THREE days later is acceptable! Of course we had to purchase another flight and spirit knows this but refuses to make it right.  Corporate policy is to lie about their flights and then refuse to reimburse anyone that booked a different flight home become it would have been 5 times more expensive if we had stayed in Vegas for THREE additional days!  
  
  
  There was no pilot.  Spirit KNEW this well in advance of our flight cancellation!!! The representative even stated our flight had not been cancelled when I called for a refund and reimbursement.  Why was that!
  
  
  We flew to Vegas on Wednesday on another airline.  The same day of the hurricane and had absolutely no problem!  Stop blaming the weather.
  
  
  I would like this escalated to someone other than you as I KNOW there is something that can be done!
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/31/2022

  Hi ******, 

  We appreciate your continued correspondence through the Better Business Bureau.
  

  I'm so sorry that you did not have a good experience with us. As you were advised, your flight was cancelled due to the effects of inclement weather. I apologize for the frustration that this caused and that we were unable to provide more advance notice of the cancellation.
  As much as I'd like to, we're unable to honor your reimbursement request. Per section 8.3 of our Contract of Carriage, Spirit is not liable for expenses incurred as a result of a flight cancellation. 
  We did issue a $50 Future Travel Voucher to you, which is valid for 90 days. You do not have to travel by the expiration date, just book a flight by then.
  We can offer a one time courtesy extension. Please reach out to us after the expiration but prior to July 19, 2023. Your voucher will be extended 90 days from the date your request is processed.
  
  As an additional courtesy, I've added ***** points to your account. You currently have ****** points. 

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18204971
  
  I am rejecting this response because:

   

  I have received 4 different reasons for the cancellation.  I have attached to correspondence.  
  1.  No pilot-told by gate agent 

  2.  Hurricane ********** was well after the hurricane 

  3.  Air traffic control cancelled the flight-no weather was reported to cause the cancellation.

  4.  Our plane was impacted by weather so it was not at LAS-our plane was there as we all could see it.

   

  I have also attached the chat transcript for 3 days after the flight cancellation indicating our flight had not been cancelled!

  Why would the gate agent tell us there was no pilot if in fact the whole crew was there?  Why am I being told 4 different reasons for the cancellation? Why did our flight not reflect as being cancelled 3 days later?

  I requested documentation to support the flight was actually cancelled by air traffic control and this was never sent.  
  

  The cancellation was not due to weather however that is what you are telling people so they go away and you do not have to reimburse them for the additional expenses for have to wait 3 days for the rebooked flight!!

  I want reimbursement of the money I had to spend to take another flight home as I could not afford to spend 3 additional days in *********!!  The amount is $449.62.

  I have additional correspondence I can submit if needed.  I have file a formal complaint with the *** and the MI Attorney General for fraudulent business practices.

   

   

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

  Customer Answer

  Date: 11/03/2022

  I have received 4 different reasons for the cancellation.  I have attached to correspondence.  
  1.  No pilot-told by gate agent 

  2.  Hurricane ********** was well after the hurricane 

  3.  Air traffic control cancelled the flight-no weather was reported to cause the cancellation.

  4.  Our plane was impacted by weather so it was not at LAS-our plane was there as we all could see it.

   

  I have also attached the chat transcript for 3 days after the flight cancellation indicating our flight had not been cancelled!

  Why would the gate agent tell us there was no pilot if in fact the whole crew was there?  Why am I being told 4 different reasons for the cancellation? Why did our flight not reflect as being cancelled 3 days later?

  I requested documentation to support the flight was actually cancelled by air traffic control and this was never sent.  
  

  The cancellation was not due to weather however that is what you are telling people so they go away and you do not have to reimburse them for the additional expenses for have to wait 3 days for the rebooked flight!!

  I want reimbursement of the money I had to spend to take another flight home as I could not afford to spend 3 additional days in *********!!  The amount is $449.62.

  I have additional correspondence I can submit if needed.  I have file a formal complaint with the *** and the MI Attorney General for fraudulent business practices.

   

   

  Business Response

  Date: 11/03/2022

  Hi ******
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  As I have fully researched your concerns, and reviewed our Contract of Carriage,I'm afraid I'm unable to alter the position provided.
  

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18204971
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/12/2022

  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 flight confirmation GFV6TM. On September 30, 2022 I received an email confirmation and text message that our Spirit Airline flight 744 from ********* to ********* was canceled. After waiting on hold for more than 3 hours with Spirit customer service on 9/30/2022, I was finally able to speak to a supervisor in the 4th hour and she stated that our ********* flight to ********* would be refunded back to us in 7 days because it was canceled.On October 1, we went to ********* airport to return our rental car that we used in ** and to get a new rental car to drive to ***** to get on our connecting flight. While at airport I went to Spirit box to speak to agent to make sure our ***** flight to Milwaukee was still ok. She couldnt guarantee we would be able to take that flight or it wouldnt be canceled, she kindly printed off our boarding passes for ***** to Milwaukee flight. After hours and hours of spending time on the phone with Spirit customers service and supervisors the last two weeks no one could give us an answer as to why we did not get a refund for our canceled flight. Today, I talked to supervisor ***** (she is the second supervisor I spoke to today, first one, he sent me to the survey while i was speaking). ***** stated the reason why we are not getting a refund is because the lady at ********* airport changed our flight information and removed the ********* to ********* flight from our confirmation. I didnt authorize this. This flight was already canceled and payment for our round trip was posted on my husbands CC on 8/31/2022. Spirit will not refund us back our cancelled flight from ********* to ********* (flight 744 on 10/1/22). I received a text and email confirming our flight had been canceled. Spirit **************** is terrible, long hold times, being misdirected to incorrect people and no resolution. We paid for a flight that was canceled and should be refunded for the canceled flight 744 and Spirit said they do not owe us a refund.

  Business Response

  Date: 10/25/2022

  Hi ****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our *********************** Team for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
  
  
  I'm so sorry to hear your flight was canceled due to weather. I have reviewed your reservation GFV6TM and I see you have disputed the charges. Since a dispute has been filed, we are unable to issue any refunds as your bank has opened an investigation into these charges. Please allow your bank to complete its investigation as this process takes 30 days. 

• Initial Complaint

  Date:10/12/2022

  Type:Billing 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.

  The last several years I have tried to cancel my membership to spirit airlines. Once my husband passed away I moved to ******* and wasn't able to fly Spirit any longer. Each year spirit finds a credit card that I had used previously to charge the membership fee to. I've contacted *********** I have contacted other credit cards.And nothing has been able to be done with this problem I've sent them twice this year again that I don't want to belong to spirit please cancel my membership. I haven't heard from them I've contacted my banks again about them taking money. The biggest problem is last year I was told to cancel my credit cards and take new ones because this way Spirit would not be able to use my credit cards as membership. This year I find out that spirit has something to do with credit card companies that they get your new credit card number and they continue using it. I received a letter from *********** that there's nothing that they could do about this problem. I'm reaching out to the Better Business Bureau because I think their tactics are terrible.

  Business Response

  Date: 10/25/2022

  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 you were caught off guard by the renewal of your Spirit *********** membership. I found that you joined our ***********, paying the enrollment fee.
  
  
  
  The terms and conditions you agreed to upon signing ********* that memberships are non-refundable, non-transferable, and automatically renew yearly.
  
  
  
  I have reviewed your account and I see you have disputed the charges. Since a dispute has been filed, we are unable to issue any refunds as your bank has opened an investigation into these charges. Please allow your bank to complete its investigation.  Please be advised **** disputes take 30 days from the date the dispute was filed for any updates. 

• Initial Complaint

  Date:10/11/2022

  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.

  Date of Incident ;09/05/2022 -Location *** Airport Hello, I am reaching out to BBB because Spirt Airlines have not resolved my complaint. I sent my complaint directly to airline on 09-06-2022 I got an email response on 09/21/2022 NK:00571001398 I was only given a Reservation credit amount of $ ****** that expired by 12/18/2022 it's not fair and that is not what I requested for all the damages suffered. I am also offended for the False statements that were noted on the email response from Spirit Airline Representative. I have been a loyal customer to ********************** and very disappointed that they have not resolved and have dismissed my complaint. No loyal customer should ever experience what I did. I was denied access to board my flight and my seat was given to another person and lost my flight. This actually is considered "Involuntary Denied Boarding" I booked my flights weeks prior; I confirmed my reservation within the time frame period, I was on the terminal 3 hours prior to boarding time, was respectful, did nothing illegal, was traveling with the bag within the airline guidance, (I had traveled a week before to the same airport and returned with the same bag. It was never an issue or was being charged $100.00 dollar (it's not my first time I travel with Spirit Airlines), it was my Birthday 09/05, I had to pick up my son at 7:00pm, had plans to get together with Family to celebrate my Birthday, had to be the next day morning to work. This situation caused me a lot of stress, it was a horrible, traumatic experience that made my vacation trip miserable. Supporting Documents Uploaded *Email received on 9-21-2022 from Spirits Airlines Customer Support and my response back to them from 9-22-22 *Bank Statement Receipt of Delta Airlines flight payment *Airport Additional expenses *Bank Statement for Spirit Flight charges * Drivers License to proof Birthday I can be reached at ************ or via email ********************* Thank you for your time.

  Business Response

  Date: 10/25/2022

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I'm truly sorry that you did not have a good experience with us. As you were advised, guests are allowed one free personal item. Per the report from the station, you had more than one bag. You were advised of the options to consolidate your items or pay the applicable baggage charge. According to the report, you became upset and began to yell and curse at the agents. Due to your behavior, you were asked to leave the counter.
  Please note that a denied boarding situation refers to when a flight is oversold, and a guest is denied a seat due to this. Our records reflect that you had a confirmed seat. As you were removed due to your behavior, you are not eligible for denied boarding compensation.
  *******, I do realize that the reports received differ from your account of events. Please understand that my response is based on the reports received from the Station, but I have forwarded your account of events to Management for review.
  I'm happy to see you were able to use your credit to book a new flight. 

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18199534
  
  I am rejecting this response because:

  Its not true about what the agent stated on the report .Those are false statements.

  Once again my complaint is being dismissed by Spirit Arlines not escalating and investigating this  to get to the bottom of what really occurred on that date. These are false statements that are being made against me. I never did curse at any of the agents. This is defamation of character! 
   I was the one who called the police airport and I was clear and noted what really happened on my previous emails, If that was really true  that I cursed and about my behavior at any of the  agents then by all means I should had been banned from getting on any Spirit Airline.  All this its absurd. I never had a problem boarding any flight or asked to pay extra until *******  said so. I was going to pay for the ****** dollars she was asking me to pay because I had to get back home . I asked her for her name several times and she ignored me, refusing to provide me her name because I was going to make sure I submitted a complaint .  Then I took a picture of her name tag to be able to get her name. When I took the picture that is when she got upset. She was the one who got upset!  Then said  to me I was not going to board the flight and told the other lady to cancel me seat in-front of my face and gave it to another person. I told her several times to please let me board the flight and she laughed at me and said she didnt care that I was not boarding the flight. I called the police airport and told  them what had occurred and he even told ******* that I was not doing nothing illegal for her to know for future reference, anyone can take a picture at a public place. At that point ******* then told me she could put me in my the next flight , which was departing until the next day morning and arriving at *** noon. I had to be back home the same day, since I did not any other option I had to but a last minute one way ticket that was super expensive. This did not make any sense. She denied access for me to board my flight then she was offering to put me on a next flight, having me wait half a day, all night ? The police was witness and he seen that I never cursed or disrespected. I could of even gotten arrested if this was true! The airport has cameras and this is not  being really being investigated.Please go back to my initial emails I made it very clear on what was done to me.

  I need my complaint to be taken  serious and take action for what I am requesting due to not being able to board my flight due to an unprofessional supervisor from your company . I will do everything it takes until Spirit does the right thing. This cannot be allowed to continue to  happen towards any loyal customer. 
  
  **********************

  Business Response

  Date: 10/26/2022

  *******, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  As I have fully researched your concerns, and reviewed our Contract of Carriage, I'm afraid I'm unable to alter the position provided.

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18199534
  
  I am rejecting this response because:

   

  Spirit Airlines have not conducted a proper investigation to find out the truth of what really occurred on this day. I refuse to agree. This was an injustice. 
  
  Sincerely,
  
  Aramara *******

• Initial Complaint

  Date:10/11/2022

  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 Sep 22, 2022, i made flight reservations for our cruise in November. The Flight was to be Friday 11/11/22 in the afternoon, but spirit would arive late eavning so we had to add another day and Leave MPLS on 11/10/22 so we also had to add another day to the hotel. The cruise ship gets into port in *************** early morning and it wouldnt be till after noon before we would even get to the airport to depart *** and return to Mpls.- Enclosed is original picture of text with spirit regarding flight before booking. I had to get a represenitive on the phone to book the flight so we got the proper return flight home on 11/20/22 at 12:23PM - On Friday night i recieved an email stating that Spirit canceled my flight and made a new one for 8:55am on 11/20/22 at which time we would ***** be out to sea and definitely umable to be at the airport. I had spent hours searching for flights to get to and from ******* for this cruise for days before finally booking with spirit.- i texted spirit with no response and also called them. After sitting on hold for over an hour, i spoke to a representative about the issue and they said the flight i had paid for was canceled. I could cancel the reservations or. Obviously unable to do their forced change, i said we could look at the next day but it would depend upon if they were paying for a hotel for us to stay in, and if we would be able to take another day off of work (the wife and I) also if Spirit was going to pay for lost wages for that monday, I stated that she needed to note the account that we would have to check with our employers if we could get monday off, again what was spirit going to do about the hotel and lost wages. I called spirit today 10/10/22 told them to cancel the reservations we booked other airlines for dates need, they said they will not issue a refund even though the 5 represenitives i talked to all noted the account, but say they will only credit for future flight within 90 days. UNACCEPTABLE.

  Business Response

  Date: 10/25/2022

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  After further review of your reservation, our records indicate that you did indeed experience a schedule change. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. We understand that this may have a significant impact on your travel schedule, and for this we deeply apologize.
  
  When there is a schedule change, we always send flight status notifications to the email that we have on file. Once received, you do have the option to accept or deny the changes.
  
  In these cases, the options available to our customers are re-accommodation on the next Spirit flight or a refund of the affected segment. 
  
  
  As requested, I have gone ahead and issued a refund in the amount of $1,110.32 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 
  
  
  
  Please reply and let me know if you would like to cancel your *********** Membership as well, I will then refund the remaining $59.95 charge. 

• Initial Complaint

  Date:10/11/2022

  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 booked a flight to ********* on September 9th 2022 just for it to be abruptly cancelled an hour later 2 hours before the flight.. ever since then i was not able to get my refund back on my card or get voucher for this issue. i was also not able to at multiple times use any of my of the vouchers i have received previously. . can you please review them as i was not able to use any vouchers that have been issued to me before, i am attaching screenshots of error messages i received when i tried to apply them. as for ***** flight i had to due to last minute cancellation i as forced to buy a ticket from ******** airlines for 150 dollars more. i am asking for my refund for the tickets booked on September 9th fr *************************************** and ***************************, please also reissue vouchers which have expired cause i was not able to use them for roman ********* ******************** ********************************* and *************************************** thank you.i am a spirit member and have been a card holder since 2014. i frequently fly spirit and love it but not being able to use your vouchers have been frustrating to say the lease.

  Business Response

  Date: 10/25/2022

  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 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. I have gone ahead and issued a refund in the amount of $608.18 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 
  
  
  
  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 reinstate expired vouchers I have created new vouchers to you. 
  
  
  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: ANASTASIA DOKUCHAEVA
  Voucher Number: 45930566885500001
  Amount: $100.00
  Expiration date: January 21, 2023
  
  
  Guest name: ************;******
  Voucher Number: 45930546685400001
  Amount: $100.00
  Expiration date: January 21, 2023
  
  
  Im here for you if you have any other questions!

• Initial Complaint

  Date:10/11/2022

  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.

  Booked a reservation with the company for a friend and she couldn't come so I tried canceling the reservation for a refund. It's states in the refund policy that there will be a 99 dollar fee with canceling. It ended up being 150 which I was ok with I totally understand. But company only wants to issue out a flight credit. I don't fly with spirit so it's useless. Got nothing but reasons why they don't have to give a refund. Disappointed in how spirit does business.

  Business Response

  Date: 10/25/2022

  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.
  
  
  
  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-

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 18198918
  
  I am rejecting this response because:
  This is not stated in the refund policy online. It is purposely left out, so customers are unaware. Then they try to tell you what it means after they have your money.
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/31/2022

  Hi *******, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  As per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with Spirit, Itinerary changes are subject to a per guest service charge. A Reservation Credit for future travel on Spirit may be issued if any remaining value exists. Certain carrier charges may be excluded from the value of the credit. All Reservation Credits are non-transferable, must be booked prior to expiration, and have no cash value. Taxes and fees will not be refunded except when required by applicable law and when requested. Failure to cancel prior to the time limit specified above will result in forfeiture of fare.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18198918
  
  I am rejecting this response because: it was not stated in the refund policy. Online on their website
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 Spirit Airline roundtrip tickets 8/2/2022. Scheduled departure 9/19/22 from *********, ** with final destination: **********, ****************** returning 9/23/2022. I paid $1110.28 for the roundtrip tickets and checked bag fees. On 9/19/2022 Hurricane ***** hit **********. My connecting flight in ************** with final destination ********** was canceled due to the state of emergency of ********** and unsafe flying conditions. I visited the Spirit Airlines website to see my options for an involuntary flight cancellation. I asked for a full refund and was told, "We may only issue a reservation credit." I rebooked the flight for the next day, however on the evening of 9/19/22 the country announced they were not allowing unnecessary travel and my resort reservations were canceled. After receiving this update I contacted Spirit Airlines via customer support text message for an alternative option. The second Spirit Airlines representative stated "when a flight is canceled you are provided with options which are: a free alternative flight, a full credit towards a future flight or a refund as a one-time offer". I explained a full refund option was not provided with the first representative which is why I rebooked my flight. In summary, the Spirit Airlines employees did not resolve this issue professionally, ethically or in accordance with the federal law. The ********************************* Website states, "If your flight is cancelled and you choose to cancel your trip as a result, you are entitled to a refund for the unused transportation even for non-refundable tickets. You are also entitled to a refund for any bag fee that you paid, and any extras you may have purchased, such as a seat assignment."

  Customer Answer

  Date: 10/12/2022

  Hello,

  I believe this is what you were looking for. 

  I also realized that only 2 of the transcript attachments attached. I have reattached all of the chat transcripts as well as the flight reservation and confirmation that I received.

  If you need anything else, please do not hesitate to reach out.

  Best Regards,

  ***********************

  Business Response

  Date: 10/25/2022

  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 to hear your flight was canceled due to weather. I have gone ahead and issued a refund in the amount of $1,110.28 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: 10/25/2022

   
  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:10/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spirit Airlines cancelled my flight the night before it was to take off. I selected the option to rebook but they did not get back to me so I was forced to purchase another flight (still with their airline at least). My original flight was $192. The new last-minute flight was $394. They were supposed to refund me the $394 but I have not seen a refund for any amount. They said it would be for $192 but no one can really seem to help me. This is not right! They are saying it was my original flight but I would not have been on the $394 one-way flight if they would not cancelled me last minute. How convenient for them that they are getting double the money. I could maybe understand if I'd rebooked with an entirely different airline, but I did not. It was with their airline, Spirit. I have screenshots of the text message conversation where I select to be rebooked. They never got back to me even though it said wait time was 1 hour and 25 minutes on the text message they sent. I tried calling that night and no one ever answered me. If I were an old person and not internet savvy on my phone, I would still be in **********.

  Business Response

  Date: 10/24/2022

  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 to hear your flight was canceled. I have reviewed your reservations and I have issued a refund for the difference in your flights.
  
  
  
  I have gone ahead and issued a refund in the amount of $202.01 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.