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

  Atlantic City Airport ATLANTIC CITY, NJ 08401

• 

  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:10/05/2022

  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.

  We had a round trip flight booked from ************ to ************ on November 25th without notice. I only found out because they changed the return flights to a connecting flight, which prompted me to call. They had no flights to change us to on the departing flight. How wasx I going to fly home from a place I can't get to? The won't issue a refund although this was a not a change we requested. My husband and I are both being inconvenienced by this with no resolution. I want a full refund to orginal method of payment - not a credit on their site as I will NEVER travel with them again!!!!!!!!!!!!!!!

  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.
  
  
  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. Your refund has been processed in the amount of $160.59 back to your card ending in 3076. 

• Initial Complaint

  Date:10/04/2022

  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.

  Hello, I booked a Roundtrip Flight from ******* to ******, totaling at $452.66. My flight for September 30th was canceled by Spirit on September 27th due to "Hurricane ***** I Opted to rebook for October 1st at 7:15am. Once September 30th came around 8pm at night Spirit canceled my flight again, this time for no apparent reason! I opted to rebook for October 1st at 3:50pm. Right after this On Oct 1st around 8:30pm, I called Spirit to cancel my flight and receive a refund (since it was an option). The representative talked me out of getting a refund saying that he wasn't sure where the money would be refunded to even though I ONLY Paid Spirit through my ***************** from my Debit Card! I called Spirit several times the Morning of October 1st to cancel and receive a refund or Credit. Each representative said that they were unable to even though I didn't yet confirm my boarding past. Spirit purposely waited until the time frame was up to where I could cancel my flight & receive compensation! The only flight I was able to cancel was the returning flight from cancun to ******** in which they gave me a credit for not even a refund! Mind you I opted to pay Spirit through My Paypal Pay Monthly In 6 Payments, I've Already Paid $137, And if I choose to not finish paying This will go on my Credit Report even though I did not fly and I tried to cancel in the corret time frame!

  Business Response

  Date: 10/18/2022

  Hi Denpher, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  
  As you accepted your rebooked flight for October 1st at 3:50pm and this flight operated as scheduled, we were unable to honor your request for a refund. 
  
  Upon reviewing your reservation KWY7PR,  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. 

• Initial Complaint

  Date:10/04/2022

  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've booked a round trip flights with a agency called EDREAMS, originally on 28th of September, both of them.1st flight was ****** to ******* Confirmation code: RDRRYV 9:30 - 12:37 2nd flight was ******* ****** Confirmation Code: CFYG5Z 15:50 - 17:01 With Hurricane ***, they started to get postponed and i understand that, the fact is, i've moved all the flights on the furthest dates as i could. My last move was only on the flight going to ******* and will be on October 8th.The 2nd flight, coming back to ******, they didn't sent any email for changes, it was set for the last time on 2nd of October, because before, the first flight was on 1st of October. By phone, after i wait for looong time, i've spoke with an operator, she explained me, I couldn't change the 2nd flight because, it's not the same booking number and i should call the agency EDREAMS. She transferred me to her supervisor, called ****** i believe, that didn't helped me at all, she just told me that i would have to pay a fee for rebooking. But when the flights got booked, was a round trip, not a separated one. The supervisor told me she would call me after 15 seconds. I'm still waiting her call since yesterday October 1st, till today October 2nd, after i lose my flight, it was at 7:15 am. Yesterday, i've had a big hrad time to speak with them on the phone, after i speak with **********, in spanish, he transferred me to his supervisor and the person just hanged up the phone on me. After that, ibspoke over again and one supervisor tried to help and would like to offer me a credit instead of refund, i would accept it though, but also, I'm still waiting for their call and NOBODY HELPED ME AT ALL. I've tried so bad chat with them on WhatsApp and their own chat, no success at all, horrible place to speak with, they push you in the line as maximum as they can. In the end, i had to pay a fee on Mexican immigration, due to my time here got expired on 1st of October. Big headache. Please, can you help me?

  Business Response

  Date: 10/17/2022

  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 have reviewed your reservation CFYG5Z and I see your refund was processed in the amount of $96.49 back to your card ending in ****. Additionally, I do see our agents tried to call you back on ************* but was unable to reach you. 

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spirit Airlines lost my luggage on 8-30-22 on a flight back to ********* (our home). At the airport, I immediately called and reported my luggage being lost and they filed the claim. I was then told that someone be reaching out to me with more information, no one did. I called the next day and I was told to go back online and file a claim, which I did. Then I was told that someone communicate with me via the chat feature, no one ever did. I tried calling almost 20 times trying to reach someone in customer service to help and no one did. I tried then to reach their corporate offices and when you select the baggage claim area, you go on hold for about 8 minutes and then it hangs up on you - tried this about 10 times. Finally I go back to the airport to try and speak with someone at the front desk, they go back and find my bag, which of course no one ever tried to call/contact me about...Not too mention, they had broken the bottom wheels from my new luggage.Upon asking the person about my damaged bag, she said she notated my file, updating that she informed me to go purchase a bag and then turn in my receipt to replace our damaged luggage. I did just that and then received notification that Spirit Airlines would not cover the cost of replacement.

  Business Response

  Date: 10/17/2022

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  
  Please know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at www.spirit.com/bagclaim and must include a completed online claim form inclusive of all the required documents.
  
  
  While I am unbale to overturn the decisions made my our Central Baggage Team, I have issued a refund of your checked bag in the amount of $34.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

• Initial Complaint

  Date:10/03/2022

  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.

  Flying from ******* to *** my flight was canceled on oct 1st and I was promised a refund. Still no information received about said refund and after spending 2 hours on hold was told they will not be able to assist me and offered no resolution to receiving said refund.

  Business Response

  Date: 10/17/2022

  Hi ********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  We sincerely apologize for the extended wait time you encountered while contacting our ******************** Please know that we are working diligently to perfect this process and improve our service for you.
  
  
  I have reviewed your reservation and I see your refund was processed in the amount of $227.18 back to your card ending in ****. Your refund will post back to the account your card was linked to. 

  Customer Answer

  Date: 10/17/2022

   
  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:10/03/2022

  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.

  My son and his two friends missed the first part of their spirit airline reservation because they boarded early and they did not realize it. When they went to pull up their boarding pass for today's flight none existed and the explanation I got was that if you miss one leg of your trip you forfeit the whole trip and there's nothing on the confirmation pages regarding this. The young man stated that the check in desk was not helpful to them at all and quite rude. So I had to purchase tickets for their flight down on another airline only to find out they didn't have a flight back either because it was canceled so there goes another $1200 out the window trying to get them home. I just want to be refunded my Original tickets prices. You will see that they responded to me with our check-in on the app not working, that seems like a problem on their end that she went to one was helping

  Business Response

  Date: 10/17/2022

  Hi Virginia, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  We never want you to miss your flight. Thats why we recommend that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights. Due to lengthy TSA security checkpoint times, its recommended that you check airport information prior to arrival at the airport.
  
  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
  
  Per our Contract of Carriage, when a Guest misses their outbound flight and fails to notify our ****************** or Airport staff prior to missing the flight, their return flight is automatically cancelled. We encourage our Guests to reach out to us prior to their travel time if there are any changes to their travel plans to ensure that their return flight is saved.
  
  
  
  While I am unbale to honor your request for a refund of your rebooked flight. I have issued a reservation credit for the 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: UCJINY
  Amount: $710.36
  Expiration date: January 13, 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: 10/18/2022

   
  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:10/03/2022

  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 does not appear to want to issue a refund or airline credit for cancelled airline tickets that were booked this past June of 2022, as was promised by Spirits own customer service representative! In the month of June, my family and I booked airline tickets to visit a sick family member in another state. The tickets had confirmation numbers KLDZRK and RD6JNV. The tickets were cancelled and alternative transportation methods to visit the sick family member were used. Upon speaking on the phone with Spirits customer service representative, I was informed we would receive airline credit to use for future bookings and was told to use the confirmation numbers listed above to retrieve the airline credit. I was informed that the credits would expire at the end of September 2022. Several weeks ago, before the expiration of credit I spoke with a customer service representative, to apply the airline credit and was told I would receive an email from Spirit Airlines with a credit amount within 5 business days, so we could use the credit. I NEVER RECIVED an email from Spirit Airlines with the information as was informed I would by its customer service representatives. Today, October 3, 2022, I called Spirits customer service line to resolve this issue and am being told that I should wait another 5 business days for an email from Spirit with the necessary credit information. Please assist to resolve this issue. At this point in time, it would be most appropriate to just receive a refund to our credit card instead of airline credit to resolve this issue. If you purchased something and when you returned it they took the return but refused to give the customer any sort of refund is bad business practice and not fair for the customer. Please assist in ideally getting a refund, or even at least the airline credit as promised. Spirit Airline customer service representatives don't know what they are doing, and are not very helpful.

  Customer Answer

  Date: 10/03/2022

  Requested booking verification and receipts for BBB complaint #********. 

  Please view and accept the above attachment requests needed for complaint # ********.  Enclosed in the attachments are the confirmation codes and verification of bookings with Spirit Airlines.  Booking codes KDLZRK and RD6JNV. Enclosed in the attachments are also the receipt and amounts we paid for the tickets.  Thank You. 

  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.
  
  All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure. 
  
  
  
  Please note that refunds are always an option for flights that have had to be cancelled by Spirit. If a guest chooses not to travel for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time.
  
  
  Upon reviewing your reservations I see your credit have been extended. 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: KLDZRK
  Amount: $256.40
  Expiration date: January 05, 2023
  
  
  
  Reservation Code: RD6JNV
  Amount: $ 156.20
  Expiration date: January 06, 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:10/03/2022

  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 recently purchased a flight FJYS2N through spirit airlines. I had purchased a flight previously less than a month ago YCEWYL. The flight from reservation YCEWYL had its time changed by 20 minutes and I needed to cancel my flight given the situation and how tight my time window would be upon arrival. I reached out to spirit regarding this and the agent that helped me on flight ****** had taken care of everything. I was given a refund the process was smooth and overall I was very happy. Moving on to my current reservation FJYS2N the same situation happened. Spirit changed my flight time multiple times and given that I am on a strict time frame I can't afford to have my flight times changing so therefore I reached out to spirit about their inconsistency. I advised them that I would need to cancel the flight since they keep changing the time, however this time around I was told by a manager the flight cannot be change. The agent I spoke with via text and phone was rude, and was eating while talking to me. In addition to this I he was using derogatory language and was completely unprofessional. I tried to get a refund but was consistently declined and was being penalized as if the time change was my fault. I explained that I have had this issue happen in the past and that it doesn't make sense that this flight has a longer change than my previous flight, however they continue to explain that the flight time has to be changed 3 hours or more. They claim they are consistent yet the previous agent changed my flight with ease and moving forward it looks like the company is very inconsistent with their policy. I don't mind paying a cancellation fee, but give me the back the money I paid in a refund not a credit just like the last agent did with the previous cancellation.

  Business Response

  Date: 10/17/2022

  
  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.
  
  
  
  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.
  
  
  Upon reviewing both reservations (FJYS2N and YCEWYL) and as the changes were less then 1 hour, they do not qualify for a refund. However, as a one-time courtesy, I have gone ahead and issued a refund in the amount of $287.16 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 
  

• Initial Complaint

  Date:10/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had our flight cancelled since Saturday. Today provides us another cancellation. They provide us with an excuse due to weather delay although the weather is clear in ***** AND the flight to *** went through just fine. This seems like a blatant lie and no customer representative can assist me with a real explanation other than what they got on the screen. Seems like they use the weather excuse to save themselves from providing us with any accommodations credit. We've been sleeping at the airport since Saturday. I would like to be refunded for my spirit savers club membership since I don't see myself flying with Spirit again.

  Business Response

  Date: 10/17/2022

  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.? 
  
  When these unexpected cancellations happen, 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, you were re-booked for the next available Spirit flight.
  
  
  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 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: ************;GRAY
  Voucher code: *****************
  
  Amount: $50.00
  Expiration date: January 13, 2023
  
  
  Guest name: **********;*****************************
  Voucher code: 45813763531300001
  
  Amount: $50.00
  Expiration date: January 13, 2023
  
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:10/02/2022

  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.

  On 8/29 I purchased airline tickets (at least that was the date of the confirmation email) - confirmation number LE92SS. On 9/26 Spirit canceled the flight. They gave us reservation credit valid for trips booked within 90 days. Obviously Im entitled to a full refund. There is, in the email from them about a canceled flight, a link to click to get a refund, which Ive tried to do. I spent many hours (not an exaggeration) trying to get through to someone via phone and chat over internet. I was told (by ******) on Tuesday 9/27 that I would get a refund (***** hours to process). I havent gotten it, but I did get a confirmation email after that chat saying that Im getting a credit (not a refund). *** tried multiple times to contact them since, waiting fo several hours to chat over internet. I cant get someone.How is this okay? They arent delivering what I paid for - never mind that it messes up the rest of my travel plans and I still have to figure that out - but they make it nearly impossible (or perhaps just impossible) to get my money back?

  Business Response

  Date: 10/16/2022

  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 cancel. 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 cancel, we always send flight status notifications to the email that we have on file and a reservation credit is automatically issued. 
  
  I'm happy to see your refund was processed in the amount of $2,367.54 back to your card ending in 8919. 

  Customer Answer

  Date: 10/17/2022

   
  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,
  
  *****************************