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

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines, Inc

  3400 E Sky Harbor Blvd Terminal 2 Phoenix, AZ 85034

• 

  Spirit Airlines

  300 World Way #a Los Angeles, CA 90045-5899

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

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:09/28/2022

  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 had to cancel a flight during our family trip for my stepdaughter *************************** in *************** extended a credit for her **************** but when I went to use credit they said it had expired & would extend credit after a 72 hour extension process, after credit was issued again the flight was gone & today when I went to use credit for another flight representative ************************* stated it there was no longer a credit and no other way Spirit can help. I spent $209.34 confirmation number RLMUTX and I'd like to receive a credit or refund for resolution.

  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 ******'s reservation and I see her credit has already been extended a few times. Please be advised this is the last extension and if the credit does expire again, it will no longer be reinstated. 
  
  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: RLMUTX
  Amount: $209.34
  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: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 paid for a flight from *** to *** from 9/25-9/29 with insurance. On 9/27 the coming home flight is cancelled due to a hurricane, we rescheduled for 9/30 which was canceled the next day. We called to reschedule they only had direct flights available until 10/1 evening, which means the hotel reservations needed to be extended for another 4days at $210 per night, no longer at the price we had booked months ago. We asked if the insurance on the flight would cover this inconvenience as said by the website, they directed us to travelguard insurance which had no record of our flight insurance purchase. We called spirit back and they again directed us to travelguard. I asked to speak to a manger and after three and a half hours on the phone this morning I am still waiting for said manager to answer after an hour and 20 min. After answering, they had no record of the insurance which was charged on my flight. There is a serious misconnect between both companies and spirit is very quick to try wash their hands of this.

  Business Response

  Date: 10/09/2022

  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 ADKWWS and I do not see any Travel insurance was purchased for this flight. 
  

• 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.

  The flight schedule has been changed. I choose a different flight. But things happened and I have to cancel the flight and rebook again.But I didn't get a full refund. I followed the policy to cancel the flight 60 days before and only get a partial refund.I request Spirit to refund me the difference balance which is $139.74 and also request to refund back to my original payment.Confirmation #KCNTMV

  Business Response

  Date: 10/09/2022

  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 because the schedule time has not been changed by over 1-hour, I am unbale to Issue a refund. 
  
  
  
  I have however, reversed the cancelation fees and issued your remaining 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: KCNTMV
  Amount: $160.74
  Expiration date: January 05, 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: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 flew Spirit Airline on 5/16/2022 from ********* -> (Flight 185) *********** -> (Flight ****) *******, confirmation # NDRDFC. Upon arriving in *******, I found one of my hard case luggage was completely damaged; two wheels were broken off and part of the luggage caved in. The luggage is no longer usable. I immediately filed a damage claim, file id: *************. However, the claim was denied. The reason being I did not indicate that I have made a luggage claim before. I HAVE NOT. My husband made a claim with another airline when they lost his luggage more than 4 1/2 years ago which I'm unaware of at the time of filing the claim. I have been trying to explain but Spirit airline just said the case has been closed and there has been no reply nor any further communication allowed.I don't see how my husband's previous claim has anything to do with this case. The fact is Spirit airline had damaged my luggage and they will try any way to avoid paying for the damage. I'd like to demand Spirit airline to pay for the damage of the luggage.

  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.
  
  Per Spirit's policy, when the guest completes the claim form, they must read and agree to this: I hereby certify that the foregoing statement and the information provided herein as well as the information contained on the accompanying forms or documents are accurate, complete, and true. I understand that by providing any information that is, or could be reasonably construed as false and/or misleading will result in the denial of my claim in its entirety.
  
  
  
  There were three questions on the claim form to provide the information regarding if you filed a claim or if a family filed a claim with another airlines in the past five years. As you answered no to this question and that answer was deemed not to be true, your claim was denied. 
  
  
  
  While I am unbale to overturn the decision of our Central Baggage Team, I have issued you a refund for your checked bag. I have gone ahead and issued a refund in the amount of $52.00 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:09/27/2022

  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 purchased an airline ticket to **************. Due to being infected with Covid I was an able to fly on this trip. I spoke to two sales representatives from spirit airlines who gave two totally different suggestions. The first told me that I needed to ask for an extension on my ticket, which I did later to find out that I shouldve waited until I was ready to book and ask for extension that was from the second rep who said the first rep misinformed. So now I am trying to use the voucher because they will not refund me my credit and they state that the voucher expired on September 29. Which at that time I asked if I could book for March 10, 2022 and they said that their flights were not open until that date yet. How can I consumer who is also a teacher who does not have that much time off. They will not extend this credit because it will only do that once. So because I was misinformed by their company, they get to just take my money and not give me anything in return. Most airlines allow you to keep it the credit for a year or in a credit bank for future travel. It is the consumers money, not the airlines money to determine what they should be able to do with It. That is unethical to keep the money. Whos protecting the consumer and allowing businesses not to refund,

  Business Response

  Date: 10/09/2022

  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 I see your credit has expired. I have gone ahead and issued a final credit extension, please be advised if your credit does expire again, we will not be able to honor another extension. 
  
  
  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: WDI1NF
  Amount: $240.38
  Expiration date: December 29, 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:09/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We departed *********** on 9/23 going to ********* with 2 backpacks one **** and other a work backpack. Consider personal items so no charge. On the way back, from *********, 9/25 same backpacks, they scan my ticket i go thru fine they scan my wife ticket and tells her she needs to pay, that's the most ridiculous thing I have ever heard of. Then a Hispanic lady cause alot of trouble at the gate and they let her go with 2 suitcase and didn't charge her. This is the second time this bs has happened and I tried to give this airlines another chance but s*** like this keeps happening. Then the Hispanic girl working said because the plane is full everyone in zone 4 pays for their stuff. Wow and we were in zone 3 with backpacks. I need the ***** and i will not pursue race and discrimination suit against spirit because that's where it's going I'm making this public

  Business Response

  Date: 10/09/2022

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
   Your ticket includes your seat and a personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (including wheels and handle) 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.
  
  
  
  ******, we are a diverse company, and we serve a diverse clientele. We absolutely do not tolerate discriminatory behavior. Please rest assured that this was not the case.
   
  
  As a one-time courtesy, I have gone ahead and issued a refund in the amount of $99.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

  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:09/27/2022

  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 on Spirit Airlines. Spirit canceled the flight a few weeks before it was scheduled to take off. They issued me a refund in the form of a Spirit Airlines credit that expires in three months. When I try to get the refund back in cash I am told I have to contact Spirit Directly and make a special request for it back! When I try to do this using the contact forms on their website I am not getting a response. I have waited on hold for over an hour to the same "Your call is important to us message" When I try to chat I am told its Unknown waittime and no one ever replies. When I try to text I am told it is a 1 minute wait time but again no one ever actually responds. So I have no flight, no refund, and no real way to get my money back. Luckily this is on a credit card so I am filing a complaint with them to get the money back.

  Business Response

  Date: 10/06/2022

  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 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. 
  
  In these cases, the options available to our customers are reservation credit or a refund of the affected segment. 
  
  
  Upon reviewing your reservation, I see your refund was processed in the amount of $240.18 back to your Mastercard ending in 9645. 

• Initial Complaint

  Date:09/27/2022

  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.

  Name: *************************** phone: ********** email: ******************* Flight date: 09/23/2022 Flight Itinerary: NK539 Conf: WIJ87T/ PKKLRA (2 itineraries)The flight was cancelled at 7:30pm for a flight that was at 9:59pm. Spirit did not accommodate me on a hotel and the flight was reschedule to 09/24/2022 at 11:30am that is almost 14 hours of delay. They only provided me a meal voucher for $14 and how can I pay for dinner and breakfast with $14. They left me hanging on the airport for more that 12 hours before my next flight. They were not compliant with the *** regulations and with their own regulations for a cancellation that resulted on a overnight stay and more than 12 hours. They said it was a mechanical problem, but the costumer service attendant told ** that the airplane for ***** was used on a flight to ************. They left all the passengers from the ***** flight abandoned with no place to stay overnight. This was for me and my wife

  Business Response

  Date: 10/06/2022

  Hi *********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Please accept our apologies regarding your flight delay. Our records show that your flight was delayed due to a maintenance-related issue. We do all that we can to prevent delays, but at times they're unavoidable as the safety of our guests and crew comes first.
  
  
  
  Per the terms of our Contract of Carriage, a document you agreed to upon securing your reservation with us. 
  
  
  
  For delays of three hours or more or a cancellation due to causes within our control, Spirit will provide a meal voucher redeemable at any establishment that sells food and accepts the vouchers. No lodging will be provided to a guest on any Spirit flight which is delayed or canceled in the originating city on the guests reservation.
  
  
  
  As the delay occurred in your originating city of  San ****, we were unable to provide Hotel accommodation. 
  
  
  We understand your travel plans were disrupted. Our station issued each of you a Future Travel Voucher (FTV). You should have received an e-mail containing this information but, just in case you didn't, I've provided it again below. 
  
  
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.
  
  
  
  Guest name: **************;****
  Voucher code: 45497933680200066
  
  Voucher code: 45497927648500066
  
  Amount: $50.00 each
  Expiration date: December 20, 2022
  
  
  Guest name: BLANCA VIERA
  Voucher code: *****************
  
  Voucher code: 45497920551600065
  Amount: $50.00 each
  Expiration date: December 20, 2022
  
  
  
  For information on how to redeem your voucher, click here.

• Initial Complaint

  Date:09/27/2022

  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.

  9/25 *********** issues state of emergency for hurricane Ian.9/26 Spirit Airlines updates website for travel advisories and states that:1) Flights to/from *** 2) dates Sep ***** 3) rebooking are "modification charge /fair difference waived through Oct 3"I rebooked my Sep 28 flight departing *** in accordance with the website policy but was charged $387.58.I called airline and requested refund for fee paid but was told my flight out of *** wasn't "canceled" so I'm not elegable for Refund. However this statement from airline is not in accordance with their policy. Attached is screen shot from airline website taken prior to changing flight.

  Customer Answer

  Date: 09/27/2022

  Attached 

  Original flight confirmation

  New flight confirmation

  Cost of New flight 

   

  Business Response

  Date: 10/06/2022

  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 I see you made the changes to your reservation online. I do apologize for the charges, but you would have had to call in to our Reservations Team to make the changes as they would have waive all fees.  
  
  
  I see you have disputed the charges on your reservation. 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. 
  
  
  
  Please be advised AMEX disputes takes 30 business days from the date the dispute was filed,  for updates on the dispute. 

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18134212
  
  I am rejecting this response because:

  Response is not accurate. From website:

  "Guests can make changes to their reservations affected by this event by going to my trips"   

  Per this statement I was not required to rebook by only calling. 

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

  Business Response

  Date: 10/12/2022

  Hi *******, 
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  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:09/26/2022

  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.

  I reached out to spirit to cancel a flight. After waiting more than 8 hours just to text chat with an agent, I encountered the worst possible agent. To say that I am severely disappointed is an understatement. The agent was extremely rude and unhelpful and even encouraged me to file a complaint. Somehow they wanted to send my refund to a different card on file although I sent the a screenshot of the actual app showing that that was not the card on file. I even showed them my bank statement. I see why this airline is so poorly rated, they do not help in the slightest bit and everything from the flight to dealing with their staff is a poor experience and like pulling teeth. I am literally just trying to get a refund and move on. Not sure why I have to go through all of this hassle. The employees badge number is ******. If that wasnt some random number that they gave me. They did inform me that a supervisor will get a copy of the transcript. I highly doubt that.

  Business Response

  Date: 10/06/2022

  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.
  
  
  
  Our records indicate that you secured your reservation using a third party booking agency. Typically when that happens, the third party travel agency will collect payment from you, but then use a company credit card to secure the reservation with us.
  
  
  As we are only able to issue the refund to the original form of payment used on the reservation, youll have to contact your travel agency to coordinate the refund.

  Customer Answer

  Date: 10/08/2022

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