Complaints

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

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• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

• 

  Spirit Airlines

  84 State St Boston, MA 02109-2202

• 

  Spirit Airlines

  Atlantic City Airport ATLANTIC CITY, NJ 08401

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

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:09/29/2022

  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 canceled my flight on October 1st for a flight I gave no authority to cancel. I had two flights booked departing from ***************--- I had originally booked a round trip flight that had a return from *************** ** to ********, **** on Tuesday 9/27. When I realized a hurricane was approaching, I booked another flight from *************** ** to ********, **** for Saturday October 1st deciding I'd extend my stay if hurricane *** approached. I used the live agent chat on the morning of 9/27 to get credit refunded for my Tuesday flight since the weather was turbulent. I gave my confirmation code to the live agent, but rather then refunding me for my Tuesday flight... she refunded me for the flight departing on Saturday. Now, a flight that originally cost me 67 dollars is worth over 200 and Spirit is refusing to help me. They canceled a flight that I never authorized to be canceled, and my Tuesday flight which was supposed to be refunded was instead a no show. Spirit has been incredibly unhelpful--- telling me to wait 1 hour to hear back, then telling me I'd hearing back within ***** hours, and now an agent over the phone telling me to wait up to a week. They wrongfully canceled my flight, and rather then honoring the original price I paid and rebooking my ticket I am expected to pay triple the price. I now need to pay this cost out of pocket for Spirit's unprofessional error which they refuse to take accountability for.

  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'm so sorry that your recent experience with us was not pleasant. I wanted to research this matter for you, so I requested a chat review. 
  
  
  
  Our records show you provided your confirmation number LM796H to our refund BOT. Before the chat was connected to an agent you then provided the correct confirmation number IF7H2M advising you provided the wrong one. 
  
  
  When the agent connected and you requested to cancel your return flight, the agent pulled the incorrect confirmation and canceled the wrong flight. 
  
  
  Due to this oversight, I have gone ahead and issued a refund in the amount of $144.59(VC5WJL) and $67.00 (LM796H) 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:09/29/2022

  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.

  Dispute started: Sep 28th, 2022. A flight of mine was booked from *** - ***********. The plane was delayed 6hrs and we were told to deplane on the last attempt canceling my flight. They gave me a hotel room and it was an extremely sketchy hotel. Im a young female traveling alone and I didn't feel comfortable with the hotel they had booked me in. I spoke with Spirit and their 3rd party hotel room booking agent and neither could accommodate me to a safer hotel. So I purchased one for $44.22. All I wanted was a better safer hotel and they refused to refund me for a hotel I felt safer in. It's not even a lot of money. I just wanted to feel safe. These people don't care. The next day they delayed my flight AGIAN. I have missed several important meetings costing a lot of time and money. Now, they refuse to give me a refund at all for the delays and my ubers to and from the hotel room for the canceled night. They refuse to refund me anything. I ended up having to purchase another flight on a separate airline to make it home in time for a very important meeting. A refund of my ubers and hotel stay is all I ask or better yet, of the last leg of my flight as well that was delayed 2hrs again which is per cancelation. Thank you. Confirmation # GFLLGM

  Business Response

  Date: 10/11/2022

  Hi Hunter, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Im sorry to hear that your flight was canceled due to crew. We do all that we can to prevent these cancellations, but at times they're unavoidable as the safety of our guests comes first. I know that this cancellation threw off your schedule and I wish that we could change this.
  
  
  
  While the reality is that delays and cancellations are a very small percentage of our operation, we understand that they are the single greatest cause of frustration for everyone. Rest assured, we're doing all that we can to improve this aspect of our service.
  
  
  
  I understand you have had some unexpected expenses. Please attach the Hotel receipts that outline the expenses you incurred as a result of this cancellation.
  
  
  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 confirm your mailing address in response to this e-mail as I cannot submit your claim without this information.
  
  
  
  Please note, Hotel receipts must include check-in and checkout date, name of the hotel, name of the guest that stayed at the hotel and how it was paid. 
  
  
  
  Additionally, I have gone ahead and issued a refund in the amount of $67.00 and $27.00 back to your card ending in **** and $62.59 back to card ending in **** . Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

• Initial Complaint

  Date:09/29/2022

  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 CALLED TO GET A REFUND DUE TO WE WERE FLYING INTO *********** AND A HURRICANE HAS JUST HIT THE ISLAND AND WHERE WE WERE GOING HAS NO LIGHT OR WATER. FIRST THEY WANT TO CHARGE ME A FEE, THEN THEY REFUSED TO TRANSFER ME TO A SUPERVISOR OR MANAGER. ONCE THEY FINALLY SAID THEY WOULD TRANSFER ME THEY DISCONNECTED THE CALL. I HAD TO CALL BACK AND BE ON HOLD FOR 40 MORE MINUTES TO GET THE SAME ANSWER AND NEVER SPEAK TO A SUPERVISOR. I CALLED BACK THE NEXT DAY AND AM NOW BEING TOLD I CANNOT GET ANY MONEY BACK AND ONLY A CREDIT GOOD FOR 90 DAYS. I SAY THAT I WAS NOT OFFERED THAT YESTERDAY AND WANT TO SPEAK TO A SUPERVISOR, AFTER REQUESTING THIS MULTIPLE TIMES, I WAS TOLD THAT I WOULD FINALLY BE TRANSFERRED TO A SUPERVISOR. I WAS TRANSFERRED TO A SURVEY AND WAS HUNG UP ON. AGAIN.

  Business Response

  Date: 10/11/2022

  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!

• Initial Complaint

  Date:09/29/2022

  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 our flight due to a hurricane that had passed through *******. I do understand that bad weather can cause flight cancellations. But the way customer service handled our concerns were unacceptable. We are stranded in another city and cannot go home for 2 days. Spirits customer service and the *********** in *********** was trash. They were laughing in our faces while my mother tried to politely explain that we did not have the money to purchase a new flight. Then when I asked for the girls names the manager didnt want to give their names and said we could have her name because she was who we were speaking too. But the disrespect was coming from multiple customer service reps. ********** we sat on hold with Spirit for 2 hours before a customer service against picked up the phone, proceeded to ask for my mothers information and hung up the phone. Its unacceptable that an Airline is so lack luster. They are a form of transportation from one destination to the next. I shouldnt have to jump through hips for an absolute answer.

  Business Response

  Date: 10/11/2022

  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.
  
  
  Were sorry to hear that your travel plans were disrupted due to Hurricane ***. We do all that we can to adhere to our schedule, but this is not always possible in situations of severe weather. The safety of our Guests and crew will always come first.
  
  
  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.
  
  I know that this trip didnt go as planned, but I hope that you will give us another opportunity to make it right. While Im unable to reimburse you for your out of pocket expenses, Ive issued future travel vouchers for you.
  
  The amount covers the base fare for Spirit flights. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. 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
  
  
  Name: DONDEE ******
  
  Voucher: *****************
  
  Amount: $50.00
  
  Expires: January 07, 2023
  
  
  
  Name: ***********;*******
  Voucher: 45723698437200001
  Amount: $50.00
  Expires: January 07, 2023

• Initial Complaint

  Date:09/29/2022

  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 offers absolutely no credits, reimbursements, compensation, etc for flight delays that they cause. An hour or two is one thing, but I was made to wait for more than 11 hours in the airport without as much as a meal voucher. I barely got a seat on the plane, and it took customer service 5 hours to respond to me. This company is a joke.

  Business Response

  Date: 10/11/2022

  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!

• Initial Complaint

  Date:09/29/2022

  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 through this airline and cancelled it in July of 2022. They informed me I would get a credit to use by October and would email me the info. I went to redeem it and have been running through walls. I messaged them and theyre trying to charge me $25 to acquire information they should have sent me. When I told them I wouldnt pay, they said I can call but itll take days to get ahold of someone. They proceeded to help me but when I provide them proof and information of the cancellation they cant find it. I finally went back and forth long enough they magically found it but said I couldnt use it because the name doesnt match. PULL THE ***** FROM WHEN I CANCELLED!!! I triple checked and asked the lady if anyone could use it and she said yes. Yet, here I am unable to use a credit. Also, I bought flight insurance through Expedia, the original booking.

  Business Response

  Date: 10/10/2022

  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!

• Initial Complaint

  Date:09/28/2022

  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.

  Flight from spirit was cancelled and stranded me in ******* for three days. Flight was on 4/3/22 scheduled to depart at 10:47pm. I didnt leave until three days later. $300 refund requested.I also could not fly to ******* due to hurricane *** on 9/26 and they are refusing to refund me. $100 refund requested.

  Business Response

  Date: 10/10/2022

  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 VNZ99E for your flight on April 3rd. 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 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. As your flights were boarded and travel is complete, we are unable to honor your request for a refund. 
  
  
  For your flight in September, reservation AKUD8X. 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 for the full amount at this time.
  
  
  
  As your flight operated as scheduled, we are unable to honor your request for a refund. I have however, issued your remaining 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: AKUD8X
  Amount: $46.60
  Expiration date: January 06, 2022
  
  
  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:09/28/2022

  Type:Order 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.

  August 19th Ive tried several days trying to contact Spirit Airlines, I explained my situation. My situation is not simply because I wanted to cancel the flight. I needed to! I was planning this trip for a long ago. But emergency situations made us stopped the trip. We cannot flight without money in our pockets! We are passing a very difficult situation! I explained to the agent to please be kind! Ive shopped with Spirit Airlines before without any problem! But this is something out of my hands I only asked to please refund our flights! I try to receive a response from a manager but nobody contacted me! They refused to refund our flights. That amount can help us A LOT! For real.

  Customer Answer

  Date: 09/30/2022

  Hello! Id like to cancel my complaint as I received response and resolution from Spirit. 

• Initial Complaint

  Date:09/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked to cancel my reservation to ******* due to hurricane ***. I spoke to a spirit representative named Ms. ******** who honored my request. She told me that she would send my cancellation/refund confirmation to my email which she never did. I called back the second time (hour later) and spoke to ****************** who was unprofessional and told me that I cant get a refund. I stated that Ms. ******* already honored my request and Im calling for the confirmation email. This is my second time dealing with this airline with similar issues and its fraud. You should be able to cancel your flight due to unforeseen circumstances such as weather and receive a full refund. This airline is known for not canceling reservations within the allotted time period or taking notes that the traveler called to cancel, yet they blame the customer so that they retain your money and that you have to spend it with spirit airlines. This is fraud. I would like my full refund of $492.54 back to my debit card. This airline needs to be penalized for their actions.

  Business Response

  Date: 10/10/2022

  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.
  
  
  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.
  
  
  
  As your flight operated as scheduled, we were unable to honor your request for a refund. 
  
  
  
  As a one-time courtesy, I have gone ahead and issued a refund in the amount of $492.54 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 
  

  Customer Answer

  Date: 10/11/2022

   
  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:09/28/2022

  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 bought a flight to *****, ** September 24, 2022 for $130.18, with the scheduled flight for September 28,2022 and to return September 30,2022. Confirmation XFHSKC. However, on the day of my flight is when Hurricane *** has been scheduled to hit ******* and has gone to a category 4 and possibly a 5. I went on the website to find a disclaimer about flights and airports affected due to the hurricane. My flight would be impacted. I called customer service to explain that I would like a refund due to not being able to travel because of the hurricane. ******* has been impacted with rains, winds , tornadoes all because of Hurricane **** I asked for a refund. The customer service rep told me they are only able to give a credit for a future flight . I do not want a credit. I had this time allotted from work and was traveling for a specific reason. If I cannot make it anymore, I would understand. However, due to the unpredictable weather, the airports are closing and residents in ******* are being asked to evacuate. I mentioned the website disclaimer to the customer service member but all he did was repeat their flight policy and stated he wasnt aware of what the website said nor does he know what i am referring to. I told him that i was in the spirit airlines website itself. All they were able to do is give me flight credit which they also said is good up until December 2022! I cannot just take off work and book a flight/trip that soon either! I do not see why I cannot get a refund seeing as how the fights are being canceled left and right and the actual airport in ******* is reporting as closed. I do not want a flight credit ! I want a refund for the trip i couldnt take due to a hurricane!

  Business Response

  Date: 10/10/2022

  Hi *********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  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 for the full amount at this time.
  
  
  
  As a one-time courtesy, I have gone ahead and issued a refund in the amount of $130.18 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.