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

  1 Harborside Dr Boston, MA 02128

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines

  16000 Chamberlin Pkwy Fort Myers, FL 33913-8873

• 

  Spirit Airlines

  Mankato, MN 56001

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:10/07/2022

  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 made reservations and paid $201.18 to leave on 12/8/2022 Thursday night on a direct flight and return on 12/11/2022 Sunday night on a direct flight. I made the reservations On July 7, 2022 On 9/27 they changed my flights on Thursday to an 8.5 hour itinerary that required me to have a 4 hour layover in ******* and my return flight on Sunday to a 9 hour itinerary with a 5 hour layover in ******** I could practically drive back and forth in those times, which I didn't want to do to take a weekend away. This also meant I would have to take Thursday off, which I hadn't planned. I followed the link, which only gave an offer of a credit even though I was entitled to a refund since the change was more than 2 hours. They did similar things to my son's flights, but they were smart and contacted them for a refund and booked on a different airline. I stupidly didn't want to deal with the enormous wait it takes to talk to someone there and decided to give it another shot. I was able to book a direct flight Thursday morning, which still meant I had to take the day off, but at least I would get to enjoy the city and booked a flight for Monday morning, which meant I would have to pay for another night at a hotel. A week later, they changed my return flight to Monday at 3:30 pm, which would mean that I would have to also take another day off. I contacted them requesting a refund. This time around I knew I was entitled to one since it was they were changing my flight more than 2 hours. I first tried their chat twice for an hour each time and nobody responded. I googled their customer service number because they don't give that option and called . I requested my refund. They told me I was not entitled to one because I used a credit to purchase these tickets. I explained I used the credit because I was not given the option of a refund and I used it after they changed my flights only a week a before. This is not way to treat customers. I have cancelled all flights

  Business Response

  Date: 10/20/2022

  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,  a refund of the affected segment or a reservation credit.
  
  
  Upon reviewing your reservation I see your refund was processed in the amount of $201.18 back to your card ending in 4151. 

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight for Spirit airlines for *** to *** for October 7, 2022 for my partner and I. We arrived at Spirit at 4:48am for our 5:40am flight. We were already checked in and only had to tag our one checked bag. I was conveniently used the kiosk to print one the tag. We were in line by 4:54am as displayed by our boarding pass printing. At no point did we hear anyone call for last call to *** and even showed our ticket to the employee guiding folks through the bag drop line. After waiting for about 15 min in line we finally got to an employee who without hesistation greeted us with where were yall when we made the last call for *******?! We cant take this bag. We take bags at least 45 min before and its not 32 minutes. They rushed us away after telling us we can pay for a flight change for tomorrow night. We walked away defeated, embarrassed, and bewildered by the rude exchange. We approached the desks again to work on getting a refund and were laughed at by the first employee that we went to and yelled at by the supervisor that we werent there as Im showing the boarding pass with the clear time. I asked for the supervisor name and was met with ******* (sp?) and tossed a card with the customer service number. I asked for a last name and was told You dont need one. You just need my first name, Im the supervisor for spirit at ***. At this point, I want a refund, not credit (the time for credit has passed after being publicly lied to and disrespected). My father works at *** for TSA and I have taken multiple flights in my lifetime. Never have I been so blatantly disrespected, and judging by these reviews Im not the only one. I WATCHED this supervisor clock in into the front desk this morning and when we provided a play by play of what we saw them do, nothing including a last call, we were disregarded and ignored. My only regret is not getting the name of the first employee who decided to whisper and laugh when we came up to cancel our flight.

  Business Response

  Date: 10/19/2022

  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.
  
  
  Im so sorry that you missed your flight. Please note, there is a 45-minute check-in cut-off time for domestic departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags.
  
  We never want you to miss your flight. Thats why we recommend that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights. Due to lengthy TSA security checkpoint times, its recommended that you check airport information prior to arrival at the airport.
  
  Guests who dont complete the check-in process prior to the cut-off of the originally scheduled departure time are subject to their reservation being forfeited, and any modification charges and any difference in fare may be applied to new tickets. Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website:
  
  https://******************************************/en-us/category/article/KA-01182
  
  
  While I am unbale to honor your request for a refund as our flights are non-refundable, I have issued a reservation credit for your missed flight. This Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated.
  
  
  You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.
  
  
  The information to your credit is below.
  
  
  Reservation Code: BE7PQC
  Amount: $122.18
  Expiration date: January 15, 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: 10/19/2022

   
  Complaint: 18180719
  
  I am rejecting this response because my complaint was not respected as I was just, once again, reminded of their arrival time suggestions. While I believe the suggestions and fine print of Spirit's system is it's own separate money making scam (as many before and after me have pointed out), I have no complaint regarding the logistics and suggestions provided by Spirit when it comes to arriving at the airport. My complaint is towards the blatant disrespect and unprofessionalism of their staff and the fact that I spent my well-earned money to be treated in such a way. Why would I want to risk spending more money with Spirit, because we know this credit won't cover some additional fee bound to pop up, after such a discomforting interaction? This is why I asked for a refund and not credit.

  After being lied to my face at the airport and purposely embarrassed and laughed at by their supervisor and employees I don't even feel confident that someone representing their company is going to do much about this and I certainly can't say I trust it coming from a general email that still sought out to blame, the customer, for the inconvenience.

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

  Business Response

  Date: 10/23/2022

  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: 10/24/2022

   
  Complaint: 18180719
  
  At this time, I am rejecting this response. This is not my desired resolution and I feel it necessary to show the same level of courtesy given to me and my partner.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/07/2022

  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.

  We arrived at 3:00 to the ************ Airport for a 5pm flight with Spirit Airlines. We were through baggage check and TSA by 4:10. Our plane was scheduled to board at 4:15 but at 4:30 we were informed by an agent that there was a maintenance delay. The new departure time was 10:15 listed on the website for a 1:15 arrival time in ***. To kill time, we quickly used the restroom and then grabbed dinner at a restaurant immediately next to the gate (inside the airport see photo). We discovered around 7pm that our flight departed at 5:45 without notifying us. Our checked luggage was on the plane already. After speaking to a representative we were informed that we could get a free rebook or a refund. However, after calling the customer service line we were informed that we were listed as No Shows and no longer eligible for a refund or free rebook. They also claimed the 10:15 departure time was never in their system. Convenient. We didnt show because we were not notified of the change back. Had we known the wait would only be 45 minutes we NEVER would have sat down for dinner. The customer service lines quoted the same textbook response each time I inquired for a refund and there were no accommodations made for their lack of communication.

  Business Response

  Date: 10/19/2022

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  In the event of a delay, customers are recommended to remain in the gate area for updates and possible early departures. Spirit shall not be liable to any customer who misses a flight, which departed earlier than the estimated departure time posted for the delay.
  
  
  
  Flight statuses can change at any time, and if we have the opportunity to get you on board our aircraft sooner, well certainly take advantage of that. Additionally, if you walk away from the gate, there are many places in the airport in which our announcements are inaudible.
  
  
  
  While I am unbale to honor your request for a refund of your flight. I have 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: NE575C
  Amount: $446.18
  Expiration date: January 15, 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: 10/20/2022

   
  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:10/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight with Spirit Airlines a about a month and a half ago for departure date October 1st ***************************************************************************** ******* on 10/02/2022 as well as two other photo shoots on 10/01/2022. A few hours after they asked me to check in for our flight, I received an email asking if I would volunteer to cancel my flight. Due to the nature of my business commitment I did not. A few hours later I received another email stating my flight was canceled and I could reschedule for another time. The next available flight wasn't until 10/02/2022 at the time of the wedding. Due to this cancelation I had to cancel my clients for 10/01/2022, not only did I lose out on income, but also lost two clients. I also had to drive from East ***** to *********, *******, which caused excessive expenses that I did not factor in. I had also took off two days from my daily job for my return flight. This has cost me tremendously.

  Business Response

  Date: 10/19/2022

  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 in the amount of $110.36 back to card ending in 2310. 
  
  
  I know this trip didnt go as planned, but I hope you will give us another opportunity to make it right. While I am unbale to reimburse for your out of pocket expenses,  Ive issued Future Travel Vouchers 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: 45841496253200001
  Amount: $100.00
  Expiration date:  January 15, 2023
  
  
  Guest name: ***************************
  Voucher Number:  45841487644200001
  Amount: $100.00
  Expiration date:  January 15, 2023

• Initial Complaint

  Date:10/06/2022

  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.

  Hello,On Sept 29. my step-son, *************************, spoke with a Spirit agent to adjust his flight, Flight# LGCIKZ. That agent gave us very good customer service, and was able to change the ticket for us. Before conversation was order, we asked if we had to paid a fee. We asked him a few time and his answer was no. He received and email confirming the new flight. On the night before his flight, he notice that on the Spirit app the original flight never changed. We call another agent, and not only did they not make any changes, they told he would have to pay extra fees. We knew there would be a possibility for him paying extra, but this occurred the night before the flight. Attached is the email confirming the flight. Thank you.If proof is needed I can forward that email to an agent.

  Business Response

  Date: 10/19/2022

  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 wanted to research this matter for you so I requested a call review. Upon reviewing your call review, I see ***** did request to change his flight, however, the reservation agent failed to change his flight as requested. This review was also sent to our ********************** Team. 
  
  
  
  I see a reservation credit was issued for *****'s flight, I have gone ahead and issued a full reservation credit for the 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: LGCIKZ
  Amount: $432.58
  Expiration date: January 15, 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:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight was delayed over ********************************* $600.00 as my husband and I had to book another flight with American Airlines to make our flight to ******. The original flight was scheduled to leave on 9/30 at 9:25 pm. The flight arrived in ******* at 12:00 pm on 10/1 which would have interfered with my flight to London at 8:35 am on 10/1. Requesting a FULL refund. Flight #**** DFW to ***

  Business Response

  Date: 10/19/2022

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Please accept our apologies regarding your flight delay. Our records show that your flight was delayed due to a maintenance-related issue. We do all that we can to prevent delays, but at times they're unavoidable as the safety of our guests and crew comes first.
  
  
  
  Upon reviewing your reservation I see your refund was processed for the DFW-ORD portion of your flight in the amount of $109.20 back to your Mastercard ending in 2918. 
  
  
  
  While I am unbale to reimburse for your out of pocket expenses, our station has issued you Future travel Voucher you can use towards a new flight. You should have received an e-mail containing this information but, just in case you didn't, I've provided it again below. 
  
  
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.
  
  
  
  Guest name: JOVAN ******
  Voucher code: 45614626207600019
  
  Voucher code: 45613448474500019
  
  Amount: $50.00 each
  Expiration date: December 28, 2022
  
  
  Guest name: JAVOLE *******
  Voucher code: 45614626834700020
  
  Voucher code: 45613441410300020
  Amount: $50.00 each
  Expiration date: December 28, 2022
  
  
  
  For information on how to redeem your voucher, click here.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18175980
  
  I am rejecting this response. I spent roughly $700 to get out of *** to make my flight to ******. I had to book two tickets with American Airlines, pay for priority boarding and baggage fees as a result of the delayed plane from Spirit that carrier over to the next day making it impossible to catch my flight to ****** that cost me nearly $6000.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/23/2022

  Hi Jovan, 

   

  We appreciate your continued correspondence through the Better Business Bureau.
  

  Per the terms of our Contact of Carriage, a document you agreed to upon securing your reservation with us- Spirit is not responsible or liable for making connections (on its own flights or flights of any other carrier), or for failing to operate any flight according to schedule, or for changing the schedule of any flight.
  

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18175980
  
  I am rejecting this response because the money incurred due to Spirit refusing to cancel the flight to avoid fully reimbursing patrons is against FAA! Please issue me a full refund and/or equivalent flight credit to the loses sustained. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/06/2022

  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 Spirit flight was cancelled approximately 7 hours before departure.Ticket cost was refunded.SeatBid cost was still charged and not refunded. I would like a refund of the SeatBid charge.I have called Spirit airlines customer service and talked to four different representatives, all who refused to help.I have also submitted two inquiries via Spirits website and attempted two WhatsApp chats, both did not assist.Confirmation GN6KME Flight **** date 10/02/2022

  Business Response

  Date: 10/19/2022

  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 GN6KME and I see your seatbid was refunded in the amount of $6.00 back to your **** card ending in 9583. 

• Initial Complaint

  Date:10/05/2022

  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 10/03/2022, **** hours CDT, ***************** Airport (***), gate E33 I had a scheduled flight with Spirit Flight 202 from *** to ***. I was with my wife and she was able to obtain a seat while I was overbooked for the flight. I presented the policy to the Spirit representative at the service counter and she stated that she will process the request when boarding was completed and the gate was closed. I stood ten feet away from the counter till the gate was closed. Once that was completed, I proceeded to the counter to have the overbooking policy process. The representative refused to process my request after I followed her specific instruction, and refused to book a hotel, or financial compensation. Below is Spirit's overbooking policy The passenger and the company then find an arrangement: a sum of money, a night at the hotel or other attractive compensation.This law provides, among other things, compensation of up to 400% of the price of a one-way ticket up to $1,750 in situations where your seat has been overbooked. It also obliges Spirit Airlines to reimburse tickets and additional costs associated with a long delay or cancellation of a flight.Refusing to process this request not only is against their policy, but breaks US Law. I had to take off another day of work where I missed an important business meeting on 10/04/2022. This action directly affected my business proposal to a client. And I had to pay out of pocket for a hotel. Please let me know if you need anything else from myself in order to reach a resolution.My email: ********************** My phone number: ************

  Business Response

  Date: 10/19/2022

  *************, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Our records show you were not at the gate at the end of boarding and was therefor not denied boarding. As you arrived at the gate when the doors were already closed and boarding was complete, you missed your flight and was then rebooked. 
  
  
  I do apologize but we are unable to honor your request for denied boarding compensation. 
  
  
  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 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: DEVONG *******
  Voucher code: 45844241533300001
  
  Amount: $50.00
  Expiration date: January 15, 2023
  
  
  For information on how to redeem your voucher, click here. 

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18171593
  
  I am rejecting this response because: Spirit as an organization are basing off their records that I was not there at the time the gates closed. The records don't show I was at the gate because the Clerk notated that when I was. I was at the gate and she turned it into a he said she said instance. I provided the overbooking policy PRIOR to the gate closing and she instructed that I sit down and come up after the gate closed which is exactly what I did. Then she proceeded to deny my compensation once I came back to the desk. 
  
  By law Spirit is supposed to provide compensation based on their overbooking policy and Spirit has refused to do so. I followed all of the clerks instructions and she denied my compensation.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/26/2022

  *************, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Our records show your wife was able to board her flight at 4:36 pm while you were removed from the flight 20 minutes later at 4: 56pm. 
  
  
  While I am unable to honor your request for denied boarding compensation, as a courtesy, I have refunded the $99.00 same day charge from your outbound flight  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 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.
  
  Your concerns have been addressed and the resolution has been thoroughly clarified.

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18171593
  
  I am rejecting this response because: I had to pay out of pocket for a hotel, pay ************, and miss an important meeting for work due to this delay. The fact that the Sprit clerk working at the gate was blatantly disrespectful to me refusing to honor the overbooking policy is despicable. Thus $100 is not appropriate compensation according to Spirit's overbooking policy, and the disrespect I experienced from the Spirit representative. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flight from Spirit Airlines as part of an Expedia package. Spirit Airlines advertises discount fares, but what they DON'T SAY is that they charge $79 for Carry-on luggage! Carry-on, what you put in the overhead bin. This is Fraudulent advertising and is something that would catch travelers at the airport by surprise,--the first time I saw that fee I thought it was a mistake when I was checking-in on their app. But no mistake, it's not in the fare cost, but when you check-in all of a sudden you are faced with a $79 fee for something that is free on all other airlines. This is fraudulent and deceptive advertising, and I cannot imagine how many people who can't afford to lose $79 to do something other airlines do not charge for are caught by surprise with this Airlines.

  Business Response

  Date: 10/18/2022

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  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 bags and handles) 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. All baggage charges are non-refundable.
  
  
  
  Spirits baggage charges vary depending on when you pay for the bags. In general, the sooner you pay for your bags, the more you save. There are numerous opportunities to pay for baggage. Specifically, customers can pay for their baggage online when making their reservation, when checking in online, at an airport kiosk, or at an airport ticket counter.
  
  
  We make all of our company guidelines available on www.spirit.com  for you to view prior to securing your reservation. For your convenience, Ive included the direct link to our baggage options.
  
  
  http://www.spirit.com/OptionalServices

• Initial Complaint

  Date:10/05/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a flight to Punta Caa from ******* on sept 30. The flight was change to oct 1 due to Ian ********* on the 30 was understandable but the change on the 1st with no reason was unacceptable. They didnt gave any option to reach my destination that day. They didnt care of hotels reservation,excursion planned and they ruined my birthday vacation with no help at all. No free voucher for the cancelation they cause, Horrible customer service and customer care. Buissiness not recommended.

  Business Response

  Date: 10/19/2022

  Hi Angel, 
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  To better assist you, please provide your name (as it appears on your reservation), confirmation code, and e-mail address used when booking your reservation.
  
  Once received, Ill do all that I can to help!