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

  114 N. Raliegh Avenue 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:10/01/2022

  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.

  The airline is very incompetent. My wife and I had issues from beginning to end. We took a flight from ****, ******** to *************** flight #( NK408) and then we had to take another flight to our final destination which was *******. The first flight was supposed to leave ******** at 2pm but they kept everyone waiting and Spirit airlines never told us the reason for the delay. We left the country 1 hour and half later. When we made it to *************** we were late to our connecting flight because of the airlines delay. They made us pick up our luggage and run from one place to another to tell us at the end that we had lost our flight and that we needed to re-book our flight. When we went to try to get another flight there was long line of many unsatisfied passengers. We realized that Spirit customer service was very unprofessional and rude by the way they spoke to some of the people. When we spoke to the travel agent she did not care about our situation and said the reason the first flight was delayed was because of weather conditions which was not true. We heard another agent telling another passenger that the reason of the delay was someone with a medical condition.. They are liars and do not respect their customers, non apologetic. We had to get a taxi from *********************** to take us to ************* because all they can offer us was a flight at another airport early in the morning. We had to pay for the Taxi to take us to ************* because even though it was their fault they did not offer to pay for the Taxi or hotel, or even a food voucher nothing. We had to spend the whole night in ************* and when we finally was able to board the morning flight the staff made a big deal for my personal item. She said we had to pay for it, we argued and explained everything we went through but they did not care and we had to pay. They were rude and one of the told me you dont have to fly with us if you dont want to very unprofessional airline!

  Business Response

  Date: 10/13/2022

  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.
  
  
  I'm sorry to hear that you missed your connection. Our records show that your outbound flight was delayed due to a guest medical issue, which is outside of Spirits control.
  
  
  While Im unable to issue compensation for your out of pocket expenses. I have issued Future Travel Voucher you can use towards your next 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. 
  
  
  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: SIXTO *******
  Voucher code: *****************
  
  Amount: $50.00
  Expiration date: January 09, 2023
  
  
  Guest name: **********;***************************
  Voucher code: 45758161837600001
  Amount: $50.00
  Expiration date: January 09, 2023
  
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:10/01/2022

  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.

  First and foremost I am a gold member with 11 years as a Mastercard holder spending $1,000,000.00+ on your Mastercard during this timeframe. I understand travel interruptions happen but Spirit should not point ***** when rebooking cancelled flights. I booked under confirmation number ZDY97F and my return flight was cancelled. I was then redirected by your email to rebook and did. I received a reservation credit and would like a refund for the $11.20, as well as ****** for the one way trip I booked refunded to my spirit account #*********, as the flight I had originally booked for the return was ***** points. Secondarily in addition to the two delays and cancelations, I was forced to book a hotel for $160.00 for the extra two nights, and kindly ask to be reimbursed for this travel accommodation. I am not asking for the world as a loyal Gold member for years I like to be treated with some sort of kind gesture due to all these issues. Spirit had flights operating on the 27th and I could have been offered another way out, In addition I had to pay $84 for extending my rental car due to this cancellation. in addition check in was terrible, at least 20+ crew members all chit chatting boarding my fight without regard for any type of order. Zone one was called and all the zone two people mixed in while gate attendants carried on with their friends/coworkers. Our seats were also changed without my permission. As a gold member I selected a specific seat and was unaware off duty flight attendants can move people out of their seats and reissue them new tickets. I am asking for a refund check in the amount of $11.20 be applied to my Spirit Mastercard, as well as a check issued to me for $244.00 for the additional expenses I incurred as a result of your inability to correctly rebook my flight.I never received any phone call, just an email. I hope you will rectify this to my satisfaction at the very minimum as a goodwill gesture to remedy my concern. Thank you, ***********************

  Business Response

  Date: 10/13/2022

  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 and In-Flight Management 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 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 it comes to a flight cancellation caused by severe weather, Air Traffic Control decisions or other issues outside of Spirits control, we dont offer reimbursement for the other airline or hotel accommodation for such events, since they are out of our hands. When these situations occur, the options are re-accommodation on the next available Spirit flight or if this option is unsatisfactory, a refund of the affected flight is issued.
  
  
  While I am unbale to honor your request for reimbursement of your out of pocket expenses and as you used the $11.20 credit on a new flight. I have issued 16, 000 points to your account.
  
  

  Customer Answer

  Date: 10/13/2022

   
  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:10/01/2022

  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.

  This was for a one-stop flight from ********, ** to ***********, ** on 9/30, with a change of planes in *********. Spirit Airlines personnel were apathetic and rude, and there was an outrageous overcharge for carry-on baggage -3 times what other airlines charge. The baggage fee for carry-ons was not on the website when we made the reservations. Then we arrived in ********* to find that our second flight, 612 to ***********, had been cancelled. We should have been told this before we took our first flight because now we were stuck in *****. Spirit had automatically booked ** on a flight to *********** the next day, which was unworkable, and we had to fly home to ******** after being charged an even higher baggage fee for the return flight. This is clearly an attempt to hold us up for more $$ because we were stranded and desperate. Since Spirit did NOT deliver on the trip to ** we paid for, they should 1) refund our entire trip from ******** to ********* instead of just the cancelled flight, as we had no notification of the cancellation, and were left stranded and had to pay for flights to come home on their airline, 2) Spirit should refund at least part of the surprise baggage fees, as we paid for baggage to go through **, not just Las Vegas, and then they doubled the fee for the same bag on the flight home - the cost was that of buying another passenger ticket. There is no excuse for that kind of hidden fee gouging for people left stranded and with no other choice.

  Business Response

  Date: 10/13/2022

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  
  Bag prices are dynamic based on, time of booking, city pairing, dates of travel, time of purchase and demand for baggage. Demand for baggage varies by region, day of week, destination, and season. Please see the link below to our baggage prices: 
  
  
  
  Your ticket includes your seat and a personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (including wheels and 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.
  
  
  
  spirit.com/optionalservices
  
  
  
  I am so sorry that your flight was canceled due to weather. We do all that we can to leave on time, but the safety of our guests and crew will always come first.  
  
  
  When this happens, we can re-book you on the next available Spirit flight or we can issue a refund of the unused portion of your itinerary. I have gone ahead and issued a refund in the amount of $455.16 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:10/01/2022

  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 flight was overbooked, Spirit issued a flight delay at the time of boarding to have people leave the gate at the time of boarding and avoid paying the federally protected refunds owed to paying customers by causing innocent consumers to miss their flight and taking zero blame, offering any refunds/vouchers, and even stating that they would not rebook, customers had to resort to taking a $474 Southwest flight home and received no refund. They did it in a deliberate attempt to avoid paying involuntarily bumped customers their federally protected refunds and vouchers for hotel stays as the next flight to the same area would not depart until exactly 24 hours later. Myself, 7 women attending a bachelorette party (I have contact information for this group for verification and corroboration of this event, dont just take it from me), a family of two parents and 3 small children, another group of 5 women were all unable to take the flight that we paid for. Possibly more. I was told by a woman at the gate that I was mistaken and the flight was completely full. This proves the overbooking. Despite the notification (attached) and every sign in the airport saying the flight scheduled to leave at 10:14am was delayed to 11:45, the plane actually took off before 10:14. I was though security at 9am and was at the gate, I am always early, but the women at the gate all acted like i was late and like this was my fault. I was told that delays are estimates, but that is no where at all in their email, i defy anyone to show me that in their notification or on the airport signs. Spirit airlines cost all of us a day of work, caused us to have to pay for an overnight accommodation or another $474 Southwest ticket home, and frankly they caused me to miss my babys birthday. I do demand my legally protected refund, I called spirits customer service 3 times, their corporate number 3 times and was never able to make it through it just disconnected me. This has to stop, we cant miss work.

  Business Response

  Date: 10/13/2022

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  
  Please accept our sincerest apologies for the delay of your flight. Ive researched your reservation and our records show that your flight was delayed due to crew. We do all that we can to prevent these delays but at times they're unavoidable. Rest assured, we're doing all that we can to improve this aspect of our service.
  
  
  
  As per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with Spirit, even in the event of a delay, we still highly recommend that you arrive at the airport and remain at the gate based on the original time of departure.
  
  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.
  
  
  
  Spirit shall not be liable to any customer who misses a flight, which departed earlier than the estimated departure time posted for the delay. Our records show your flight departed at 11:15am. 
  
  
  
  I'm very happy to see that you were re-accommodated on a flight for the following day and safely reached your destination. I understand you may have had some unexpected expenses. Please attach the receipts that outline the expenses you incurred as a result of this flight.
  
  
  Once the proper documentation is received, it'll be forwarded to our Refunds Specialist for review. If reimbursement is approved, the review process can take up to 20 business days to complete. Should our Specialist determine, that compensation will be issued, a check will be mailed to the address that you provide.
  
  
  Please provide your mailing address in response to this e-mail as I cannot submit your claim without this information.
  
  
  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: *****************************
  Voucher code: 45757216671700001
  
  Amount: $50.00
  Expiration date: January 09, 2023
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:10/01/2022

  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.

  9/27/2022 - We had a round trip direct flight from ************** to ******* scheduled for 9/28/2022 and were notified that, due to Hurricane **** our flight was cancelled. The information included instructions for rebooking options which included modified policies related specifically to Hurricane ***. These policy adjustments included the opportunity to rebook without incurring rebooking fees and without a change in the flight fees. Temporary plolicy instructions include the opportunity to make changes through 10/3/2022. (Another policy, outside of Hurricane *** adjustments, allows for changes/cancelations to be made to a booked flight within 24 hours with no fees.) Given these two policies, we made rebooking adjustments to our flights. It took a few times to find a flight that coordinated with our ******* plans at ************. So, two changes were made on the 9/27/2022 and a final adjustment on 9/28/22. Modifications to our original flight have all happened within the "Hurricane ***" parameters and deadline provided to us by Spirit Airlines. Each time we made adjustments we were charged for the modifications and for the difference in airfare. Neither charge should have happened according to their policies. A 2 hour phone conversation with a Spirit Airlines customer service person included them claiming we canceled our flight, that the rebooked flight had to happen before October 3rd (not true, rebooking had to). Also, on the confirmations, the charges $ doesn't add up. We don't know how they get the TOTALS. (See included documentation for all complaints). We are asking that the policies for rebooking our flight be followed according to 1) Hurricane *** policy & 2) 24 hour rebooking policy. We should have no additional charges to our originally scheduled flight on 9/28/2022 that was canceled due to Hurricane *** according to their own policy regarding flights affected by that tragedy. Please recover all additional fees that have been charged.

  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 have reviewed your reservation and found the following: September 27, you modified your flight online due to the travel advisory and were charged $1,215.13. Since your flight was booked for after October 3, the fare difference applied. 
  
  
  
  September 27, you modified your flight again online, a second time and since it was cheaper, you received a Reservation Credit in the amount of $501.00
  
  
  
  September 28 you modified your flight again for $364. This flight no longer fell under the advisory as the flight was after the advisory dates.
  
  
  
  As a courtesy, I have gone ahead and issued a refund in the amount of $$1215.13, $364.00 and reversed the reservation credit as well for $501.00 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:10/01/2022

  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 return flight got cancelled within 12 hours away from departure. That greatly impacted our whole familys schedules. We had to cancel and rebook the tickets through a different carrier and that costed me $1552.44 more. I called spirit airline customer service to request a refund but was told that I can only get the credit which means Im forced to use Spirit again even Im not happy with the carrier and do not want to use the airline in the future any more. Im requesting a refund of my extra costs of $1176.08

  Business Response

  Date: 10/12/2022

  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 $376.36 back to card ending in ****. Refunds are processed immediately on our end but may take a few days to post to your account.
  
  
  While I am unbale to honor your request for reimbursement of your out of pocket expenses, I have issued Future Travel Vouchers 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: YUANLING ****
  Voucher code: *****************
  
  Amount: 50.00
  Expiration date: January 08, 2023
  
  
  Guest name: HONGBIN LIU
  Voucher code: 45750304632500001
  Amount: 50.00
  Expiration date: January 08, 2023
  
  
  
  Guest name: ***********;LIU
  Voucher code: 45750288060500001
  Amount: 50.00
  Expiration date: January 08, 2023
  
  
  
  Guest name: **********;LIU
  Voucher code: *****************
  Amount: 50.00
  Expiration date: January 08, 2023
  
  
  
  For information on how to redeem your voucher, click here. 

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18153628
  

  The voucher of $50 for each person does not make any sense. Compared with my loss it's basically nothing. Due to this experience I'd rather not to book flights with Spirit in the future so the voucher would be useless to me.  I hope I can get at least half of my extra expenses compensated.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/13/2022

  Hi Yuanling

   

  We appreciate your continued correspondence through the Better Business Bureau.

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

  As I have fully researched your concerns, and reviewed our Contract of Carriage,I'm afraid I'm unable to alter the position provided. 

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18153628
  
  I can accept if the $50 voucher per person can be combined for one ($200) so at least I could try one future trip with Spirit for one person. Again I'm very disappointed with my first experience using Spirit airline but would like to give another chance with the voucher if possible.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/01/2022

  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 in ***** was canceled. It cost me money in paid hotels fees. I contacted Spirit for a voucher. They sent me one, but it expired on Sep 3. I've tried contacting them via phone and chat and they never pick up. I'd like a new voucher to replace #***************** for $100 flying credit, please.

  Business Response

  Date: 10/12/2022

  Hi ***, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  All Future Travel Vouchers (FTV) do expire within 90 days and usually are not extended after the expiration date. However, as a one-time courtesy, I'd be more than happy to create a new voucher for you. 
  
  
  
  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-only portion 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: DONALD DAEDALUS
  Voucher code: 45747115730400001
  
  Amount: $100.00
  Expiration date: January 08, 2023
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:10/01/2022

  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 Monday March 21, I purchased 2 round trip tickets from the *************** to the *****************. The dates were from Sept 29 2022-Oct 1 2022. Our original flight time out was pushed back 4 hours. No biggie. Our flight back home was cancelled 13 hours before the flight with no explanation or rebooking options. Been on hold for 3 hours with no answer. I just want to get home or receive a full refund. Since we cannot depend on the undependable. We chose to buy tickets back home leaving today through a different airline. Although it's later tonight we will get back home to our little ones. Confirmation code is EESE8Z. Total for the flight was $988.36 The tickets bought today through a different airline so that we do make it back home was $272. I have all receipts and emails

  Business Response

  Date: 10/12/2022

  Hi ********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Our records indicate that your flight OAK-SAN was delayed due to weather and your flight  SAN-OAK was canceled due to weather/Air Traffic Control. Air Traffic Control (ATC) ensures the safe operation of all aircraft flying at any given time.
  
  
  
  When there is inclement weather, ATC makes sure that there is enough safe space between aircraft. Delays and cancellations may occur due to the limited airspace during times like these.
  
  
  When these situations occur, the options are re-accommodation on the next available Spirit flight or if this option is unsatisfactory, a refund of the affected flight is issued.  While we are unable to reimburse for out of pocket expenses. As requested, your refund was issued in the amount of $334.82 back to your card ending in **** and a credit was issued in the amount of $158.36. 
  
  
  
  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: EESE8Z
  Amount: $158.36
  Expiration date: March 19, 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:10/01/2022

  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.

  Date of transaction: September 27,2022 Date of purchase: 7/18/2022 Purchased amount: ****** Spirit was committed to providing flights from *********, ** to ******, MX with layovers that are achievable for the travelers to get from one flight across an entire airport through customs and immigrations and make it through to their next flight. We are inexperienced travelers and trusted that spirit would schedule flights accordingly for layover time from domestic flights to international flights. I have now learned you need at least an hour layover to achieve this type of layover from domestic to international. Layover allowed 30 minutes. I have attached a full description of events added as an uploaded document.

  Business Response

  Date: 10/13/2022

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Please know that connecting flights offered by Spirit Airlines on one itinerary are considered a "legal connection" and passengers should not have any difficulty. Although rare, missed connections do take place in any form of transportation. By booking your flight, you agreed to the connection times.
  
  
  
  When a passenger misses their flight, we offer the options of placing them on the next available flight or issuing a refund. 
  
  
  
  I see you were rebooked for the next available flight, however, that flight was canceled due to weather. While I am unbale to honor your request for reimbursement of your out of pocket expenses and a free flight. I have issued your full refund. 
  
  
  
  I have gone ahead and issued a refund in the amount of $376.46 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:09/30/2022

  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 cancelled my trip to *****. I already booked and payed for hotel there. They didn't provide any prior notification and they didn't give me access to request my money back. Instead, they offered me credit to be used on spirit which I am planning to deal with in the future. I wish you help me to get my money back and a compensation for the hotel (total of 350$). I will communicate to request refund again with spirit.

  Business Response

  Date: 10/12/2022

  Hi ********, 
  
  
  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!