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

  114 N. Raliegh Avenue Atlantic City, NJ 08401

• 

  Spirit Airlines

  Atlantic City Airport ATLANTIC CITY, NJ 08401

• 

  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:10/11/2022

  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.

  On 09/14/2022 we were delayed on the highway due to an accident/hazard on the way to the airport in *********. We finally arrived at the airport, 10 minutes prior to our flight departing. The agent told us that it was too late for us to board & that we would not be allowed to board. We were also told that there were no other flights the same day, even though we explained that we had to be in NM by 6p. We had already purchased seats & paid baggage costs, all of which were an additional $155 on top of the ticket costs. The agent was rude, brushed us off saying Nothing I can do. We tried chatting with them online & was told we failed to board & were considered no-shows. We explained that a situation beyond our control caused us to be ************ didnt fail to board, we were told that we could not board. The agent suggested I should've texted or called from the highway while we were en route. I explained that I was driving a motor vehicle at the time & couldn't use my phone as I was paying attention to the road so as not to have an accident myself. She informed us that we were out of ************ was nothing she could do. I insisted to speak to her ************* put me into a chat queue that was never answered. The suggestion that we put ourselves in danger to call/text from the road was unacceptable & reckless. We filed complaint # ******** explaining the incident & were offered a "voucher". We reject that response as this was the first time that we've traveled by air in 20+ years. We don't travel much, rarely fly & have no foreseeable plans to fly again in the next 20 years. This was a once in a lifetime trip for us & a voucher is of no use to us. This was by far the worst customer service we've ever experienced & unfortunately ruined our once in a lifetime trip. This experience was very unsettling & well not be doing business with them again based on the experience we had, their employees, & lack of risk management practices and safety training for staff.

  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 truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our Director of Airport services for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
  
  
  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: 10/27/2022

   
  Complaint: 18196711
  
  I am rejecting this response because:

  The voucher they offered is unreasonable, unacceptable and of no use to us. The "base fare" for our tickets alone was $242.00 and we had to pay an additional $150.00 in fees for seats and checked bags - and were we not allowed to board the plane. We had an obligation in NM later that evening and we had no other choice at that time than to find another airline that could get us on a flight to *********** later that day, which cost ** an unfortunate additional $400.00.

  We don't travel much and almost never fly. As stated before, this was the first time that we have traveled via air in over twenty years, and again, we have no foreseeable plans to fly anywhere again in the next twenty years. This was a once in a lifetime trip for us and a voucher is of no use to us.

  Not to mention that if we ever were to fly again we certainly wouldn't choose to fly with Spirit based on the experience we had with this company, their employees,their absolute lack of customer service, and their absence of risk management practices and training for their employees. 
  

  We were delayed due to circumstances beyond our control, our primary concern was the safety of our family and fellow citizens and even though delayed we still arrived prior to the plane's departure yet the very rude employees we encountered would not let us board the plane. To make things worse, not only were the employees we interacted with in person rude, the employees we communicated with online were even worse, one of which actually suggested that we put ourselves in ***** way in a most dangerous situation. This was by far the worst customer service we've ever experienced with a company and unfortunately ruined our once in a lifetime trip.
  
  We will not be settling this dispute until a full refund of $392.00 is issued.
  
  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.

• Initial Complaint

  Date:10/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flight from Spirit airlines last year, that had to be cancelled due to COVID-related issues at the destination. When Spirit sent my cancellation email, they put $0 as my credit from that flight. Since then, I have booked two other flights with Spirit. One flight I had to finance through Uplift, because I did not have enough money. I was about to book another flight for November 2022, when I decided to check my old confirmation numbers, to be sure no extra money was laying around unused. When the agent ran the codes, there were several that had small amounts of money on them. This particular credit was from that cancellation last year, where Spirit said I had $0 credit, in the email. There was actually $533.18 available for use from that cancellation (IHQSRT). Clearly, since I never knew it existed, I did not use it. I even financed that other flight I could have afforded with the use of that $533.18. When the agent told me about the money, I asked him to extend the credit, so I could use it in November, to buy more tickets from Spirit. He said he could not, because it was expired. I explained to him that it expired because Spirit sent me an erroneous email with a $0 credit. Later that night, I spoke to an agent who said she submitted a refund request to the back office and it was approved, I just had to wait for a new expiration date, that would arrive within 7 days. That was 10 days ago. While I've been waiting, I have spent over 10 hours, holding on the phone, chatting, texting, etc., with no resolution. I have communicated with at least 20 agents. The price of the new tickets have also more than doubled. On Sept. 29, they were $546. Today they are $1,112. Additionally, I found out there are 6 flights I purchased from Spirit that I was never awarded points for. This also would have covered the finance cost. I have documentation of all of this. I attached the $0 email. My 6 hours & 12 minutes of phone calls, interest charges, and Sep. 29 ticket cost.

  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 have reviewed your reservation IHQSRQ and I see your credit was extended and used to book a new flight TKGQNQ. 

  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:10/10/2022

  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 30th two friends and I were to travel to ******* **. But two days before Spirit Airlines sent me an e-mail canceling the flight due to Hurricane ***. The e- mail also says that they would be in contact with me for rebooking the flight. I waited a few days but never heard from them. So my son called them to asked if they could give us a flight for the 28th of October and they have refused to do anything. All they said was that I had to file a complaint,which I did, but have not received an answer and believe me they were very rude.It wasn't us who canceled so why should we be punished. We are three (3) women,seniors who are between the ages of 62 and 82. We shouldn't have to go thru this. I beg you to look into this and help us. I have the two e- mails they sent me,SAVED.We thank you.

  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 your flight was canceled due to the Hurricane. The email you received regarding your canceled flight provided a link for re-booking options for your flight. 
  
  
  
  As we are only able to rebook on the day of the flight cancelation, when you called in to our *********************** to much time passed and we were unable to rebook your flight. 
  
  
  
  Upon reviewing your reservation, I see your refund was processed for the full amount of your flight. I also see you were issued Future Travel Voucher you can use towards your next flight. 
  
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.
  
  
  Guest name: IRMA QUIONES PABON
  Voucher code: 45890592118100001
  
  Amount: $50.00
  Expiration date: January 19, 2023
  
  
  Guest name: LUZ *******
  Voucher code: 45890612685700001
  Amount: $50.00
  Expiration date: January 19, 2023
  
  
  
  Guest name: **********;*********
  Voucher code: 45890628015200001
  Amount: $50.00
  Expiration date: January 19, 2023
  
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:10/10/2022

  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 was schedule to fly out of ********************* to ******* on 4/3/2022 at 6:20 am. At 2:30 am in the morning of the flight I received an email stating that my flight was cancelled. I contacted Spirit and held on the phone for over 2 hours to be told that they were short staffed and would have to reschedule me and that they couldn't get me out until 4/5/2022. I was only going to ******* for 5 days so I would loose 2 days of my trip. So they went ahead and credited me for my outgoing flight. I then had to scramble to get another flight I then has to fly out of ******************** which is over an hour longer to get to and it cost me an additional $50.00 to park. I then flew out on 4/4/2022 at 5:30 am on Frontier Airline. I tried to get spirit to do something about this I got no where. I checked the weather on 4/3/2022 and the weather was fine there was no bad weather so that should not be an excuse for the cancellation. Also when I went on there website it shows that other flights left that morning. I am requesting that Spirit send me a check for the difference in what they refunded me, based on what I paid to Frontier Airlines which I have enclosed a print out from them.

  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 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. As requested, a refund was processed for your canceled 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 a Future Travel Voucher for 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: ***********************
  Voucher Number: 45913938123700001
  Amount: $100.00
  Expiration date:  January 22, 2023

  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:10/10/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/2/22 my flight was cancelled. Myself, 2 children and another adult were supposed to be flying home from *** to SLC. We were informed a couple hours before departure. Once we arrived at the airport we were informed they were not going to be able to help us for over 48 hours. The customer service was terrible. We were forced to fly to another airport that would get us a little closer, rent a car and drive home through the night to make it home. We arrived home at 4:30am and still had to work and the kids had to be at school for testing. We incurred extra cost for the rental car charge, gas, food and the time to take back the rental. We have not received any refund for their failure to deliver the promised service or compensation towards the extra charges incurred. Additionally, I have since been home to realize the next trip I had booked prior to this experience and to include 8 passengers is on Spirit. I have no desire to ever fly with them again. They will not refund money but want to take half in cancellation fees and then future credit.

  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
  
  
  
  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 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.
  
  
  
  Additionally, 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 is still scheduled, we are only able to provide a Reservation Credit at this time. 

• Initial Complaint

  Date:10/10/2022

  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.

  I signed up for a **** of America/Spirit Airlines credit card back in July online with SPIRIT when booking a flight. At the time of signup, a promotion was occurring that if you got a new card, Spirit would give you ****** points for travel, $100 companion voucher, and $100 statement credit if you spent $1000 within 90 days. I spent that within 30 days and was awarded the voucher, statement credit and only ****** of the ****** points. I have talked to the loyalty department, reservations department and put in multiple tickets thru Spirit corporate to get this fixed. Everyone agrees i have ****** points due to me, but not one department is able to issue the credit. These points could be equivalent to two round trip tickets depending on where you fly in the US. I would like my credit of ****** points issued asap from Spirit. Spirit number is ********* under ***************************** (my husband which I share the acct with). I spoke to Bright online and ***** in the loyalty department of Spirit who both agreed the ****** points are due to us. Attached is the online chat from the representative stating I was correct. ***** in the loyalty department also agreed but stated only corporate could add the additional ****** points due to our account. Also a ticket was put in with corporate CAS-*******-N1J5H1 - no resolution for over 2 1/2 months regarding this. Any help is appreciated to get these points added to our Spirit account.

  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 have reached out to our Loyalty Team who then reached out to *************** and was advised the offer you signed up for was though the purchase path on Spirit.com which offered 50K (45K +5K )bonus points. $100 Companion Flight Voucher and $100 statement credit. 
  
  
  
  The statement credit posted to your card on July 12th and the points you received was the offer you applied for. 

• Initial Complaint

  Date:10/10/2022

  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 8 flight tickets for 8 family members on 10/4/22 for $3493.39. Spirit airlines clearly state online that you ARE due a refund if cancelled within 24 hrs. I called spirit within 18 hrs- I was told BEFORE even giving my confirmation # that they DO NOT REFUND EVER for any ticket - because of their low prices. I argued - got nowhere. (Mind you we had no internet due to repair for 2 days) hence why we called in. I have called in several times and got nowhere. on 10/6/22 i called again to explain and was told it was past 24 hrs (30 hrs to be precise)- NO KIDDING I was lied to the first call. I told them I would not be flying or travelling by january and did not want a credit. Here we are 10/10/22 and a so -called supervisor was completely NOT helpful and it is clear that they purposely do this to keep your money. I was told I cancelled the flights online after 24 hrs- YES - true because I called spirit to be played with first. This is the most shady business practice to try and legally steal from you- I WILL NOT LET THIS GO- SPIRIT WILL NOT STEAL $3500 FROM ME. Bottom line- I was entitled to a refund, they refused when I was within the policy and now are using that its a week later- BECAUSE I HAVE GOTTEN NOWHERE. The customer service and so -called management are incompetent and I personally want to speak with the *** or CFO of Spirit. This is absolute theft by deception and I am not walking away quiet, my next move will be to contact media and attorneys.

  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. 
  
  
  
  Please provide the Spirit number you called as well as the number you called from, so I may request a call review for your reservation? 

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18192426
  
  I am rejecting this response because:

  I have already done this several times. Called in several times and I get nowhere..im being played around..going in a month. I tried booking flights late day 10/4 for my family. I have an email which I have forwarded several times from 10/4 after 4pm stating that my reservation was not complete ..payment could not be processed.  I thought it wasn't booked. I called on 10/5 and had someone not even look up the reservation etc and told me they don't give refunds ever. Then basically was cut off..called again 10/6...got nowhere...finally logged in noon time 10/6 to see the reservation and canceled.  I'm done with you asking thr same tired questions over and over. You are slimy thieves.  I'm fighting it worh my card company. My next move will be to **** I am done asking for my refund of 8 airfare tickets. I want my money. I'm never ever flying spirit airlines. I will never do business with you. 

   

  refund my rightful amount. 

   

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

  Business Response

  Date: 10/25/2022

  Hi ******, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau. But as your flight was not canceled with 24 hours of booking I am unbale to honor your request for a refund. 

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18192426
  
  I am rejecting this response because:

  I DID CALL IN TO CANCEL WITHIN 24 HOURS....YOU...SPIRIT AIRLINES AND ONE OF YOUR EMPLOYEES TOLD ME I COULD NOT BECAUSE SPIRIT DID NOT GIVE REFUNDS AT ALL FOR ANY CIRCUMSTANCES AND THATS HOW YOU KEEP PRICES LOW. WHEN YOU POLICY STATES YOU HAVE 24 HOURS. YOUR COMPANY REFUSED ME MY REFUND RIGHT WITHIN THE 24 HOURS. IT TOOK DAYS AND SEVERAL CALLS IN TO BE TOLD YOU DO REFUND IN 24 HOURS. YOU REFUSED ME THEN WHEN I FINALLY CANCELED ONLINE 30 HRS LATER YOU ARE USING THAT. YOUR EMPLOYEE DID OT DO THEIR JOB..I DID MY PART IN 24 HOURS. I AM LEGALLY DUE A REFUND. I DID NOT WANT A CREDIT SO I DIDNT CANCEL ONLINE IN THE BEGINNING..DONT USE A LEGAL LOOPHOLE SAYING I DIDNT CANC WITHIN 24 HOURS BECAUSE YOU CLEARLY TRAIN YOUR EMPLOYEES TO DENY PEOPLE WITHIN 24 HOURS SO THAT YOU CAN FALL BACK ON WELL YOU CANCELLED AFTER. I CALLED IN TO CANCEL...I HAVE THE CALLS CLEARLY SHOWING IN MY PHONE RECORDS. I HAVE EMAILS FROM SPIRIT SAYING MY RESERVATION WAS NOT COMPLETED DUE TO PAYMENT METHOD DECLINED. YOUR COMPANY IS A SCAM. 

   

  I CALLED IN IN LESS THAN 24 HRS .....REFUND MY MONEY. I WILL NEVER EVER FLY SPIRIT ..IF MY LIFE DEPENDED ON IT. JUST BECAUSE YOUR COMPANY I STRUGGLING DONT PURPOSELY STEAL FROM PEOPLE. 

   

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

  Customer Answer

  Date: 11/03/2022

  I called from my cell phone on both 10/4 and 10/6..I called from my work phone on 10/5. (Working on getting that) I called the mail spirit airlines number shown on my cell call logs. ************..I called on 10/4 after I received an email that the transaction did not go through and they weren't booked!!!. No record of the reservation.  This has been a nightmare. CLled feom work 10/5 then called again 10/6 ..they messed up feom the start. And they owe me my refund. Called again 10/10 got nowhere again. They are a slimy business stealing from people. 

  

  
  

  Business Response

  Date: 11/03/2022

  Hi ******, 
  
  We appreciate your continued correspondence through the Better Business Bureau. But as your flight was not canceled with 24 hours of booking I am unbale to honor your request for a refund. 

  Please be advised your email confirmation was sent to the email address we have on file *************************

• Initial Complaint

  Date:10/10/2022

  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 return trip flight on 09/17/2022 through Spirit Airlines. Confirmation code: DCR32S. The flight from *** to OAK was set for Friday October 7th and the return would be October 10th. On 10/03/2022 I decided that I wanted to fly earlier. I called the spirit customer support and asked the guy that responded to change my flight to a flight that scheduled to depart *** and arrive in OAK on 10/05/2022. He told me that I could just do it by myself and that he would charge me extra if he did it. He told me to just book a new flight trip and the return trip would still be valid. So I booked a new flight trip from *** to OAK that departed on 10/05/2022. Confirmation Code: HICI4D. I board the plane and I arrive in Oakland, thinking everything is fine and that Im all set. On Saturday 10/08/2022 I decide to check and see when my return flight from OAK to *** would be. I could find the flight details on the app or on the website. I received no emails saying that my flight was cancelled either. So I get again call customer support and I give them the confirmation code DCR32S that I had my return flight. The customer service lady says that my entire trip had been cancelled since I was marked as a no show for my 1st from *** to OAK. I explained to her that I called supposed and the guy told me to just book a new flight for my *** to OAK journey and everything would be fine. He never once told me that I would be marked as a no show, and he didnt tell me that I had to specifically change my current itinerary and that I couldnt just book a new one. He knew that I would be marked as a no show and chose not to tell me this information. The lady then said that I was marked as a no show and that their policy was to cancel the entire trip and that she couldnt do anything about it. I asked to talk with the supervisor and she said sure. I was put on hold for an hour and then I was hung up on. I am looking for a resolution to this.

  Business Response

  Date: 10/23/2022

  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.
  
  
  
  Can you please provide the Spirit number you called to change your flight,  the number you called form as well as the date and time of y our call so I may request a call review to better assist you? 

• Initial Complaint

  Date:10/10/2022

  Type:Customer Service 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.

  On 10/10/2022 my flight from ************ to Fort luarterdale was changed right before I arrived @ airport. My boarding pass was scanned with a departure from gate E13. when the flight began boarding I was told by a airline representative that I was in the wrong ******** need to talk to someone who works for spirt airlines. After finding a spirt employee I waited in line for over a hour just to be told that I have to wait for other people to be helped before me including people that weren't standing in line but seated & when asked do they need help none of the seated people required any help.Also any one who walked up asking questions was serviced before me although I was standing patiently waiting for assistance.

  Business Response

  Date: 10/23/2022

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns. 
  
  
  
  I truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our Director of Airport services for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

  Customer Answer

  Date: 10/24/2022

   
  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:10/10/2022

  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.

  Our daughter ****************** sent us money to buy her and her friend a ticket to come see us for 9/29/2022. We went through Priceline. Now before you think... this needs to be about priceline... stay tuned. Hurricane *** caused TPA to close down on the 29th and Spirit said they have a flight for 10/1. The night prior we got a notification that too was cancelled. There were no other flights to chose from so they agreed to give us a full refund for the first half of the flight. After waiting for days there was no refund. We have been contacting them and now they say there is a refund of ****** divided on 3 different cards on file. We only used one card for everything. One of the cards was the main card. the other was my daughters card and the third card we have no idea who.s that is or who it belongs to. I asked them today where are the refunds and they replied if this isnt good enough then send corporate an email and they will get back to us in ***** days. This is frustrating to no end. We have contacted Priceline and they say they only have one card on file and that is the main card we used. Spirit says that priceline gave them those cards and Priceline ays the opposite. Never the less, this has been the most horrible experience to the point of mental frustration as we ony get to see our daughter at best twice a year.

  Business Response

  Date: 10/23/2022

  Hi ***********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns
  
  
  
  Im terribly sorry to hear that you havent received your refund. Our records indicate that you secured this reservation using a third party booking agency.
  
  
  Typically when that happens, the third party travel agency will collect payment from you, but then use a company credit card to secure the reservation with us.
  
  
  As we are only able to issue the refund to the original form of payment, youll have to contact your travel agency to coordinate the refund.
  
  
  We have released the funds in the amount of $265.16  back to Mastercard ending in 1470, $70.00 back to  **** card ending in ****, and $137.00 back to **** card ending in 7457. 

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18191066
  
  I am rejecting this response because: Spirit sent ***** to someone that has no relation to my family or a card used on this purchase. they are deflecting to Priceline and ********* said they have no record of this and only show the one card used for the purchase. i dont know why no one will take accountability 
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 10/24/2022

  Hi ***********,
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  As we are only able to issue the refund to the original form of payment, youll have to contact your travel agency to coordinate the refund.

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18191066
  
  I am rejecting this response because: Spirit claims they only used one form of payment and this payment you sent the ***** to was not used by them. Please refund our money back to the main card used
  
  Sincerely,
  
  ***************************************