Complaints

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

close

Find a Location

Spirit Airlines has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/26/2022

  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.

  Spirit Airlines moved my original flight (ZMMSPK) that I had booked for 12/10/2022 and will not make the change for free and is trying to charge me a change fee even though they canceled my original flight. I will like someone from Spirit to contact me from the local US office no one outside the US please. Every time I call there help center it is someone outside the US and it is very hard to understand them.

  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.
  
  
  After further review of your reservation, our records indicate that you did indeed experience a schedule change. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. We understand that this may have a significant impact on your travel schedule, and for this we deeply apologize.
  
  When there is a schedule change, we always send flight status notifications to the email that we have on file. Once received, you do have the option to accept or deny the changes.
  
  In these cases, the options available to our customers are re-accommodation on the next Spirit flight or a refund of the affected segment. 
  
  
  Upon reviewing your reservation I see you requested to move your flight from December 9th to December 8th, as this move was already made, any additional changes will incur a modification fee. 
  
  
  If you would like to change your return flight, please reply and let me know. 

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18127993
  
  I am rejecting this response because: I will like further action to be done. 

  To whom it may concern. Thank your for responding back. 

  When I was on the phone with your agent (Supervisor) they said I will receive a refund for the for my return flight as I had requested a refund for the return flight only. As the new times did not work for our schedule. The supervisor I had talked to said I would receive a refund as the airline made the change not me. She said it will take 7 days as it has been more then 7 days. and I have received no refund (Please review the call if needed) I will like a refund for my return flight. 

  Thank you,

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

  Business Response

  Date: 10/09/2022

  Hi ****, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  I have gone ahead canceled your return flight per your request and issued a refund in the amount of $133.18 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 
  

  Customer Answer

  Date: 10/12/2022

   
  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:09/26/2022

  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 September 21, 2022 we were in ********* waiting for our second flight to ********* We were sitting right by the gate for about two hours. Our flight was supossed to leave at 6 pm but it was delayed and it was never announced. around 6:25 the plane arrived and deplaned and still no announcement was ever made. Then around 6:40 they called for pre boarding and right after called for other boarders. We waited until there were about twenty people left in line and we got up and got in line and there were people behind us as well. When we were three couples behind boarding the plane there was a lot of yelling and a small crowd of about six people rushed the door to the jet bridge along with the supervisor scanning the tickets. Then she said "That's it. We're done. Close the door." and then closed the door leaving 12+ of us that were unable to board. When we asked why we weren't able to board she tried to tell us we were late but we had been in line along with everyone else. Even if we would have been late there was NEVER a final boarding call. While waiting to board there were flights to *******, Orange county and ********** that all had multiple final boarding calls with some even calling out missing passengers names. That being said we were in line and were not late. Apparently, we were told, a man a few people in front of us had not wanted to pay for his bag to get on the plane and got into a flight with the supervisor, *****, and that is what started all of the yelling and people not being allowed to board. He got on the plane while no one behind him did. We were traveling with two small children and we both had to be at work the next morning. We were told, by *****, that the airline would not pay for our food, a hotel to a rental car .We had to pay for a rental car ($300+ gas) and drive the 5 hours home with our children not getting home until 2am. Our bags were locked away at the airport and I had traveled with frozen breastmilk that needed to go into a freezer.

  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.
  
  In the event of a delay, customers are recommended to remain in the gate area for updates and possible early departures. Spirit shall not be liable to any customer who misses a flight, which departed earlier than the estimated departure time posted for the delay. Additionally, if you walk away from the gate, there are many places in the airport in which our announcements are inaudible.
  
  I'm so sorry that your recent experience with us was not pleasant. I want to research this matter for you. I reached out to the LAS station and was advised several boarding and final boarding announcements were made for the flight. When you arrived in the line the paperwork was already printed and you were already removed from the manifest. 
  
  
  
  While I am unbale to honor your request for reimbursement of your out of pocket expenses, I have issued a credit for the LAS-SAN portion of your flight. 
  
  
  This Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated.
  
  
  You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.
  
  
  The information to your credit is below.
  
  
  Reservation Code: RKVUFN
  Amount: $187.62
  Expiration date: January 6, 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:09/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight with spirit airlines. They immediately changed my itinerary and only gave me a short period of time to cancel the reservation for a refund. Now they are only offering credit or for me to fly on the itinerary which absolutely does not meet my travel needs.

  Business Response

  Date: 10/05/2022

  Hi F, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  After further review of your reservation, our records indicate that you did indeed experience a schedule change. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. We understand that this may have a significant impact on your travel schedule, and for this we deeply apologize.
  
  When there is a schedule change, we always send flight status notifications to the email that we have on file. Once received, you do have the option to accept or deny the changes.
  
  In these cases, the options available to our customers are re-accommodation on the next Spirit flight or a refund of the affected segment. Upon reviewing your reservation. I see your refund was processed for the full amount of your flight. 

• Initial Complaint

  Date:09/25/2022

  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, budget car rental, request for time off adjustment with employer, childcare arrangements i want compensation for the inconvenience

  Business Response

  Date: 10/05/2022

  Hi *********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  After further review of your reservation, our records indicate that you did indeed experience a schedule change. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. We understand that this may have a significant impact on your travel schedule, and for this we deeply apologize.
  
  When there is a schedule change, we always send flight status notifications to the email that we have on file. Once received, you do have the option to accept or deny the changes.
  
  In these cases, the options available to our customers are re-accommodation on the next Spirit flight or a refund of the affected segment. 

• Initial Complaint

  Date:09/25/2022

  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 scheduled airline tickets for flights to ******* in December. Within 24 hours our flights were changed drastically dissolving two days of vacation time. This is a breach of my agreement with this airline.

  Business Response

  Date: 10/05/2022

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  After further review of your reservation, our records indicate that you did indeed experience a schedule change. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. We understand that this may have a significant impact on your travel schedule, and for this we deeply apologize.
  
  When there is a schedule change, we always send flight status notifications to the email that we have on file. Once received, you do have the option to accept or deny the changes.
  
  In these cases, the options available to our customers are re-accommodation on the next Spirit flight or a refund of the affected segment. Upon reviewing your reservation. I see your refund was processed for the full amount of your flight. 

• Initial Complaint

  Date:09/25/2022

  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.

  Transaction date 9/25/2022 Flight reserved at (HLSCFX) At 4:00pm for an amount of $220 And tried canceling at 4:30pm same day, less than 24 HRS I was told by Check-in agent at the airport that I could call and cancel flight with a phone agent today but I called and spoke to two different reps, one being the supervisor and both declined to refund my money to the payment method.The reason why I called to cancel flight was because I got a call from a relative telling me that my Legal guardian was in her deathbed and that I needed to be there as soon as possible, the only affordable flight I saw was thru spirit for $220. When I got to the airport I was able to book an earlier flight with another airline, then proceeded to speak to agent at counter which advised me to call and cancel as it falls under the hardship category especially since is death that we were dealing. So no sense of empathy, nor didn't care about my pain

  Business Response

  Date: 10/05/2022

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure. 
  
  
  
  Upon reviewing your reservation I see your refund was process in the full amount of $221.359 back to your **** card ending in 2939. 

• Initial Complaint

  Date:09/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a ticket through Travelocity flight leaving on the 23rd SEP ***** to Sep 29 from ************** to forth lauderdale the first flight was with Spirit airline flight **** leaving at 6:45 pm I received a email saying my flight was delayed at 7:43 when I get there the flight left at the original time but know one send a email or a text contact me about the changes so all I want is a refund for my flight because this flight was very important to me my first great grandson first birthday I try calling Travelocity and Spirit airline no one will help me please help me to stop these Travel sites and airlines from keep doing this to people they must be stopped my confirmation number IJMM3N My name is ********************************* I Thank You

  Business Response

  Date: 10/05/2022

  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 your flight was delayed due to weather. 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 7:33pm. 
  
  
  
  While I am unable to honor your request for a refund, I see you were issued a full reservation credit for your missed flight. 
  
  
  This Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated.
  
  
  You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.
  The information to your credit is below.
  
  
  Reservation Code: IJMM3N
  Amount: $98.59
  Expiration date: December 25, 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:09/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a direct flight from ******* to *********** & later received an email saying that my flight was changed to an 8 hour layover in *******. I went to the website and saw that the same day there were 6 different direct flights from ******* to ***********. When I wanted to change my flight to get my direct route that I had already paid for they tried to charge me an additional $200 on top of my original flight purchase. This is beyond a scam and horrible business practice. There is no reason to change the flight other than try to pressure people into spending more money.

  Business Response

  Date: 10/05/2022

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  After further review of your reservation, our records indicate that you did indeed experience a schedule change. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. We understand that this may have a significant impact on your travel schedule, and for this we deeply apologize.
  
  When there is a schedule change, we always send flight status notifications to the email that we have on file. Once received, you do have the option to accept or deny the changes.
  
  In these cases, the options available to our customers are re-accommodation on the next Spirit flight or a refund of the affected segment. 
  
  
  At this time there are no direct flights from ORD-MSY or MSY-ORD on your preferred days of travel. 

• Initial Complaint

  Date:09/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept. ***** I had a flight with Spirit to ********* from ***************. Unfortunately, the day of return which was Sept. 18th *********** was hit with Hurricane *****. Our flight was cancelled when making a new reservation I encountered several charges which should not have happened. I have attached a picture of the transactions from Spirit. I don't understand why I received all these charges when I didn't cancel my flight it was Spirit due to the hurricane. Why was a charge put in place because we couldn't fly out the day that we were supposed to. In other words why did we pay an additional $160+ when we had a credit of $308.68

  Business Response

  Date: 10/05/2022

  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 flight NK-374 from ***-*** on September 18th was canceled due to weather and then rebooked to  September 20th at no additional charge. 
  
  
  You then called to cancel that flight as you stated you were unable to access the roads. Your flight was canceled and you were issued a reservation credit for the affected flight in the amount of $******. 
  
  
  Our records show you then used that credit and rebooked yourself online for the same flight on the 20th (******) + $95.00. Can you please provide a screenshot of the $160.00 charge so I may look into this for you?  

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18124587
  
  I am rejecting this response because: Waiting for their response all documents have been sent to Spirit.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/12/2022

  Hi *****, 
  
  Thank you for your reply and for the information. As you canceled your reservation and rebooked yourself online, you were required to pay the current flight price. Had you called back in to our Reservations team to rebook, due to  no road access, they would have moved your flight at no additional charge. 
  
  From the screenshots you provided I see you purchased Travel Guard travel insurance and you made an onboard purchase. 

• Initial Complaint

  Date:09/23/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Baggage issue # EWRNK99358796 There was not enough room to put the whole experience here - in short Spirit misplaced golf clubs and my son never got them for the golf tournament. **************** has been giving us the runaround for months and not restitution has been made. Please see attached letter in the supporting documents for the full story.

  Business Response

  Date: 10/05/2022

  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 am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused. While I am unbale to honor your request for a full refund, I have issued a refund for your delayed bags. 
  
  
  
  I have gone ahead and issued a refund in the amount of $143.00 back to your PayPal account . Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.