Business Profile

Airlines

Spirit Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

4,298 total complaints in the last 3 years.
1,047 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/22/2022
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 June 29th, CC-YC3IPL, my daughter, my self and my Special needs son (who was being wheeled by a Spirit attendant) and my self arrived at the ************************************************* and was met at the Baggage Carousel by a female Spirit agent who informed us that our baggage was delayed. I do not know how she identified us other than my son was the only passenger in a wheel chair. She asked for my address and said that our luggage would be delivered the next day around the same time which was 9pm. Her name is ***************** ************. My family and I was without our luggage and belongings for 2 days. *****************(Spirit Agent contacted me on 7/1 and gave me file I.D.#***-6290 and told me that our luggage would be delivered some time that day. I had to cancel my plan to go to ********* because I did not have our luggage. Late 7/1, our luggage was left unattended out side the ********** address where I was staying. I attempted to file a claim online starting 7/17 with the file#, I received from ***************** Spirit Agent, neither the file number or claim number worked. I contacted Customer Support and just got the run around. I explained to them and asked them could they provide the file #. All I received was more stalling tactics. Here are the references on the times I contacted them. NK:004371504035,STLNK03377614.CAS-6906309, NK004371507493,NK004371512019. I sent screenshots per their request within the timeframe and they reassured me that they were working on it. My son is ******** and has Epilepsy and was without his emergency supplies that was in our suitcases. I paid $280(check in/carry on) to have our luggage on arrival and we did not have it. I had to purchase emergency items( $575) because we did not have them and did not receive our luggage when promised. I was denied a claim and informed it was my fault when I contacted them and was not assisted, but delayed in filing a claim and given false information by Spirit Agents. Total lack of professionalism, honesty & customer service
Business Response
Date: 10/03/2022
Hi ********,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

If a bag/item is delayed, lost, damaged or pilfered, a Spirit Airlines representative at the airport must be notified and a report must be filed within four (4) hours of arrival of the flight on which the guest traveled.

As your report was not filed within the correct timeframe our Baggage Team was unable to process your claim.

As a courtesy, however, I have gone ahead and issued a refund in the amount of $54.00 for a checked bag, 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: 10/10/2022

Complaint: 18060499

I am rejecting this response because: As I stated in my previous complaint a Spirit Airlines/Agent Representative ******** was informed at the ********* Airport Baggage claim. She gave me a contact phone # of ************ which is no longer a working #. She reported to me and my family that our luggage was delayed and we would arrange for a courier to deliver our luggage. She then asked for the address which I gave her. I have been given the run around over and over Again. No one has addressed that I was given a false File ID# and incorrect phone # by a Spirit Airlines Representative. Apparently, Spirt Airlines condones this and creates excuses not to compensate passengers for inconveniences caused by them, although they state on their website that they will. Unfortunately, $54.00 for one luggage when I paid for three along with the inconvenience of not having my essentials for my Special Needs Son and myself and daughter is unacceptable. Spirit Airline is blaming the customer and using that as a excuse not to pay or take responsibility. My family and I was without any of our belongings for two days and we deserve to be compensated for $600.00 that covers items purchased in the interim which is what is stated on your website and what I claimed .

Sincerely,

*********************************
Business Response
Date: 10/27/2022
Hi ********,

We appreciate your continued correspondence through the Better Business Bureau.

I do apologize but I am unable to override the decision made by our Baggage Team.
Initial Complaint
Date:09/21/2022
Type:Sales and Advertising 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 purchased a ticket on July 22,2022. I used a 3rd party for payment. Spirit never collected the funds. I had a email attached with this stating this. I wouldve never known if my daughter wouldnt asked me what time I was getting in. I reached out them several times regarding this situation. They said that its not in there system. I did this back in July. Like come on. Either there system wasnt working right or it fell off there system so of course they do not see it. So, basically they are saying Im lying. I do not appreciate that. Like I just have time to keep emailing and calling and reading to make up a story. Like Im doing this all the time. I even sent them a copy of what ****** said. They still wouldnt give me anything back on my new flight. I found out that this happened to another customer on my flight. They didnt take her funds and they canceled there flight and they had to buy a new ticket as well. This is terrible.
Business Response
Date: 10/03/2022
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 at this time.

As a one-time courtesy, I have gone ahead and issued a refund in the amount of $986.24 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.
Business Response
Date: 10/03/2022
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!
Customer Answer
Date: 10/10/2022

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:09/21/2022
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.
We had plans to travel to the island of PR and due to the national state advisory and unforeseen circumstances, out of our control, the extreme weather caused power outages, short water supply & lack of basic necessities. We are unable to visit the island and have requested a weather waiver from Spirit Airlines. We were informed by their agents our registration did not qualify for a return because the flight was not booked within 2 days. They offered a credit for a future flight but we requested a full refund and were denied.
Business Response
Date: 10/03/2022
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 at this time.

As a one-time courtesy, I have gone ahead and issued a refund in the amount of $986.24 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:09/20/2022
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 flight with spirit airlines in 2022. My confirmation number is KIVN3A. They have either cancelled my flight or or changed my itinerary completely. I was promised a FULL refund to my original payment method (PayPal) and they keep giving me a run around now. The amount they promised to refund me is $2,792.72. This is not a little bit and I need my money deposited back to my original payment method AS PROMISED BY THEM!!! They refuse to acknowledge my issue and worse, promise to refund and then dont. I have it in writing that they will refund FULL AMOUNT TO MY ORIGINAL PAYMENT METHOD so Im not sure why they are going back on their word now.
Business Response
Date: 10/02/2022
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, a reservation credit or a refund of the affected segment.

As your reservation KIVN3A was paid ($2,544.72) using a reservation credit, you were refunded in the form of another credit as that was the original form of payment used. You were also refunded $248.00 back to your PayPal account as that was the form of payment used.
Initial Complaint
Date:09/19/2022
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.
Today I contacted spirit airlines customer service through chat to request to modify or rebook my flight for TODAY. They explained they had to cancel it as it was within 24 hours and that they would charge me. I agreed and later found out they also cancelled my flight for October 01st without letting me know. I am looking to get my flight reinstated or to get fully refunded for their mistake.
Business Response
Date: 10/02/2022
Hi ****,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

I have conducted a chat review and I see at no time did you advise the agent you wanted to keep your return flight. You requested a cancel you flight but did not specify you only wanted to cancel the outbound.

As a one-time courtesy, I have issued a full reservation credit for 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: XFYW9P
Amount: $25.20
Expiration date: December 16, 2022

Reservation Code: XFYW9P
Amount: $144.98
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:09/19/2022
Type:Sales and Advertising 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 was traveling, and was harrased, and abused at the ticket counter when the agent tried to charge me for luggage i had already paid for. Site was rude and abusive. I went outside to contact the airline, i finally got someone, and they told me the agent canceled my flight, so he reinstated me and my partner. We proceeded to go to the gate and that same agent was at the plane door and started harassing me said I was lucky ( i gues she was mad i got my flight anyway) and threatened me that she can get me kicked off! I said no you can't, i paid for my flight, she continued to say she was going to get me kicked off! I have contacted the airline 4 times to no avail. What is my next step?
Business Response
Date: 10/03/2022
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 were thoroughly assisted by our ***************** Team and provided the following response-

According to our reports, both you and ****** became upset that during check-in the carry-on bags that you paid for online did not meet our carry-on size requirements. Please note that these requirements are in our Contract of Carriage (a document you agreed upon securing a reservation with us). Once advised about the difference in price to change your bags from carry-on to checked bags, you both became even more upset and began to argue with the agents. A manager was called to the scene and she attempted to empathize with your concerns and explain the policy to you, however, your unacceptable behavior continued.

The manager went to re-rate the baggage fee to reflect the online price that you viewed online. Both you and your travel companion refused to pay and were directed to our ***** Services and Recovery Team (GSAR), so they could further assist you. Your behavior became even more hostile and unacceptable which frightened many agents as well as *****s. As the safety and well-being of our staff and *****s is our top priority, the police were called to assist. Both of you walked off from the counter and knocked over the hand sanitizer stand next to the kiosk. Your behavior was unacceptable and will not be tolerated by Spirit.

Additionally, please be advised at no time was your flight canceled.
Customer Answer
Date: 10/05/2022

Complaint: 18047278

I am rejecting this response because: That is such a lie! Please be advised that your employees lying about a situation does not mean that's what happened.
1) our carry on luggage met the requirements and size was never at issue.
2) your constantly changing prices for the carry on luggage, and that we could not use the kiosk was the issue.
3) we were ready to pay the price we found online and had ********** paying our cost
4) when the kiosk didn't work, we had to wait in line for an hour for the counter to open to get help
5) the young man at the counter understood the issue, which was that there were changing prices for the carry on, and went to get the mgr when we asked for the mgr because your systems were not only faulty and misleading, and thus fraudulent, but we were very frustrated.
6) the mgr came and I, a mental health counselor, stated that we were sorry to cause an issue, seeing she was already tired and seemed annoyed.
7) she would not listen to the issue and insisted we had to pay an exorbitant fee for the carry on, double what was online.
8) when she continued to get angry and was reticent to listening, we, explicably, became upset.
9) she stood firm, stating we had no choice, and I walked away, quite angry, followed by my wife, who ran into a poorly placed hand sanitizer station, tripping and nearly falling.
10) we went outside, I was crying, and I tried to get a car to drive home to ********, but none were available.
11) ****** got on the phone with your reservation agents who could not find our reservation and TOLD US it had been canceled.
12) your phone agent telling us our flight was canceled is how we knew it was canceled, we didn't make it up, and you saying it was not true does not change what we were told by your agent. This agent also told us your counter people were wrong about it all.
13) ****** found someone who finally helped us, took care of the ENTIRE situation by LISTENING, and we thought this was over, though we were extremely upset.
14) upon boarding the plane, the same rude, upset, tired, and angry manager, who was all those things BEFORE our issue, said to us, UNSOLICITED, "you're lucky you got on this plane" to which ****** said, " We paid for this flight" to which the rude, mean person said it again "you are lucky you got on this plane" and she also said "I can take you off"
15) who on earth, especially during these times, taunts paid travel customers? She should, at the very least, be reprimanded for those comments.
16) that they have decided to blame the customer is despicable. We just wanted you to honor the prices online that we saw that morning at your kiosk and on our phones, at the counter. OUR BAGS WERE NOT OVERSIZE NOR WERE WE UNWILLING TO PAY. We absolutely would pay, it was your ever changing pricing and rude Manager who caused the issue.

We would like an apology and now, since you have chosen to blame us, we want a full refund.
Take care of this immediately.

BLACK LIVES MATTER

********************************
______________________
****************************, ***** ****MI
Associate Professor

Sincerely,

*************************** ****
Business Response
Date: 10/06/2022
Hi ******,

Thank you for your reply. I do realize that the reports received differ from your account of events. Please understand that my response is based on the reports received from the Station, but I have forwarded your account of events to Management for review.

Your concerns have been addressed and the resolution has been thoroughly clarified.
Customer Answer
Date: 10/07/2022

Complaint: 18047278

I am rejecting this response because: The agent is lying about what happened. Why would I make such a story up.

Sincerely,

*************************** ****
Initial Complaint
Date:09/19/2022
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 incident occurred on September 12, 2022. Spirit Airlines refused to issue a boarding pass for my wife and I unless we rebooked and paid an additional $ ******. The fee was $120.00 to rebook and $ ***** for checked bags. I originally booked the flight on 3/11/2022 and paid $ ****** for two one way tickets and rwo checked bags. I either was told to pay the fee or be refused boarding the following day. The flight was from ************* , ********** to *****, *******. Spirit Airlines is the only carrier operating out of *************.I feel, I was specificially targeted because of my age [75] and my cognitive ability.I seek restitution for the fee of $ ****** that was allegedly extorted from me.My flight confirmation # YHYFHJ. The flight took place on September 13, 2022 at 2:15 p.m.
Business Response
Date: 10/02/2022
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 boarded your flight on 09/13/2022, there was no charge collected in the amount of $176.00 on your reservation YHYFHJ.

I see you checked in for your flight on 09/12/22, arrived at the Kiosk at 11:17am on 09/13/2022 and printed your bag tags. You then boarded your flight at 1:30 pm for a 2:15pm departure.

I also see you have disputed the charges. Since a dispute has been filed, we are unable to issue any refunds as your bank has opened an investigation into these charges. Please allow your bank to complete its investigation.
Customer Answer
Date: 10/03/2022

Complaint: 18044697

I am rejecting this response because: My credit card **************** Marriott Bonvoy ending in # ***** was indeed charged $ ****** in two separate
tranactions, one was $ ****** and the other was $ ***** made on September 12, 2022.
Indeed, a complaint was made to the credit card company [****************] disputing these charges. If this was done in error I want an acknowledgement
that a credit was issued to my **************** account.
**************** has issued two separate case numbers for this matter. Case # ******** for $ ***** and Case # ******** for $ ******.

Sincerely,

***************************
Business Response
Date: 10/03/2022
Hi *******,

We appreciate your continued correspondence through the Better Business Bureau.

Thank you for the additional information. Upon reviewing your reservation I see there is a $56.00 charge for a carry-on added to your reservation YHYFHJ.

I also see there was a reservation made in the amount of $120.00 through a Third ************ called ************** Group LLC.
Customer Answer
Date: 10/04/2022

Complaint: 18044697

I am rejecting this response because:
My credit card from **************** ending in # ***** was charged on September 12, 2022 $ ****** in the form of two [2] separate transactions. One
was for $ ***** and the other was for $ 120.00.
I want restitution for the $ ****** charged to my account. The flight was booked and paid for on 3/11/2022, $ ****** with my ********* double cash card
ending in # ****.

Sincerely,

***************************
Initial Complaint
Date:09/19/2022
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 5/7/2022 I purchased 2 round trip tickets from ********,** to **********,**. Due to a medical emergency I had to cancel the flight. I requested a refund online from Spirits website. I heard nothing from Spirit so I called customer support. They told me that to request a refund I would have to go online. I did this again and got a response 5 days later that they would give me a credit for $351 less than what I originally paid. The credit will not be able to be used within Spirits timeline. The confirmation # BGKP3T. I filed a request for refund through **** and was given a provisional credit but Spirit declined the request and took the money back. So Spirit now has over $2000.00 of my money and refuses to refund it even though they have not and cannot provide a service.
Business Response
Date: 10/02/2022
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.

I have reviewed your reservation BGKP3T and I see you have disputed the charges. Since a dispute has been filed, we are unable to issue any refunds as your bank has opened an investigation into these charges. Please allow your bank to complete its investigation. Please be advised for **** cards we must wait 30 business days from the disputed date for an update on this case.
Customer Answer
Date: 10/03/2022

Complaint: 18044626

I am rejecting this response because:
I had a medical emergency and will not be able to travel for at least a year. Plus to give me a credit, Spirit wants to take additional fees out of my fare.
Sincerely,

*****************************
Business Response
Date: 10/03/2022
Hi ******,

We appreciate your continued correspondence through the Better Business Bureau.

As you have filed a dispute with your bank, we are unable to issue any credits as your bank has opened an investigation into these charges. As your bank may have closed the dispute, we must wait 30 business days from the date the dispute was filed for an update from *****
Customer Answer
Date: 10/04/2022

Complaint: 18044626

I am rejecting this response because:
I spoke with **** and they are unaware of any such rule and that Spirit can issue a full refund if they wished.
Sincerely,

*****************************
Customer Answer
Date: 10/04/2022
I am waiting for my bank to resolve the dispute. Unfortunately they are telling me it can take up to 90 days for a resolution its been 21 days since I filed a second dispute.
Initial Complaint
Date:09/18/2022
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.
JUNE 5, 2022; FLIGHT ITINERARY *** TO STT; CONFIRMATION NO. LEH5UC; SPIRIT AIRLINE CASE NO. CAS-*******-K5T5N0.TRIED NUMEROUS TIME TO GET AN AGENT TO REVIEW MY LUGGAGE BAGGAGE CLAIM. EACH TIME I HAVE A CHAT WITH AN AGENT THEY STATE THAT SOMEONE WILL CALL ME WITHIN ***********. IT'S BEEN MONTHS AND ***** HAS RESOLVED THE BAGGAGE DAMAGE CLAIM. THEY BUSTED MY LOCK TO OPEN THE SUITCASE, NOW THE SUITCASE CANNOT CLOSE. THERE IS NO FOLLOW UP FROM SPIRIT AIRLINES. MY SUITCASE LOCK WILL NOT CLOSE AND NO ONE FROM SPIRIT HAS CALLED TO RESOLVE THIS MATTER.
Business Response
Date: 09/29/2022
Hi April and ****,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

After researching your concerns, Ive found that you also submitted a complaint with the ****************************. Our Specialist ******* provided you with the following response:

In the rare event that bags are discovered to be damaged, *****s traveling internationally must notify Spirit as soon as possible after discovery of the damage, no later than seven (7) days from receipt of checked baggage.
In international and ********* locations, including *********** and the *******, *****s must file a report with a ***** Service Agent at the corresponding airport. Once youve submitted the information and have a File ID, you can contact Central Baggage via the Baggage Service Portal. Given
that a report was not filed within the time frame, the assumption is that we returned your baggage/item to you in the condition it was given to
us and our Central Baggage Team is unable to assist
with your claim.

Please know, Spirit has no control or authority over ************************************** (***) and has no involvement in how they select *****s for additional security measures and baggage screening.

All claims relating to the delayed bags, damaged bags, or missing items from *****'s bags based on issues at the screening site should be directed to the ***:

*** ***************** Center
601 S. 12th Street
*** 9 - ************ Annex
*********, ** 22202-4220
You may also contact the *** via phone by calling **************.

You can also file a complaint with the *** via their website link below.

https://www.tsa.gov/contact-center/form/complaints

April, I hope that you and your family will choose Spirit for future travel. We would love to show you our determination to Invest in the ***** and provide an airline experience that exceeds our *****s' expectations.

Please reach back out to ******* should you need any additional assistance.
Customer Answer
Date: 10/06/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is UN-satisfactory to me.
But I realize noone is Accountable for what has happened. I chose to replace the luggage and realize Spirit Airline has The Worst Customer Complaint process!

Sincerely,

April & *****************************
Initial Complaint
Date:09/18/2022
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 original airfare has been purchased over Chase Ultimate Rewards Travel portal as a direct flight from *** to MYR (booking ref# OHKMRW, reserved on July 27th, departing from ********, ** on September 19th, return September 21st); after several weeks I've received an information of changes in the schedule from direct flights to 2 segments flights with long layovers (respectively 4hrs and 6hrs) in *******, **. I was not able to add this flight to my Spirit account on the airline website, however I was able to do it in the mobile application. When I've attempted to purchase checked in bag (with price per trip ~$50) I was not able to use airline credit from one of the previous cancellations (~100$). After contacting airline support over chat, they were able to add it there, however price to pay seen on the mobile app was higher than expected ($140, if I would do it myself, I would pay ~$100). After contacting support over phone, I was informed that the price has been raised since the original request and, as a remedy, I was offered slight discount along with an option to use my outstanding credit plus additional ~$40 paid over the phone. On many occasions I was asked to reserve seats which I've declined, yet I've received a complementary "upgrade" containing higher boarding zone and "seat fee cancellation". Since I travel with my wife, but I purchased only one checked in bag, only my seat was free - I couldn't complete the check in process without paying additional fees for her seats (~$30). I believe that there were several "upsell" points in this transaction, starting from unexpected luggage price raise when I asked for airline credit use (customers can't use credit over mobile application and I could not add the flight on the website), along with "complementary" update which I have not asked for and which caused me to pay additional seat fee (even I stated multiple times talking with two operators over chat and phone I don't want).
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.

Please be advised reservation credits can only be used at the time of booking. 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.

Baggage prices are cheaper when purchased in advance and cost more when added by a reservations agent. I have provided a link below to our bag prices.

https://www.spirit.com/optional-services

I have requested a call review and found that you did agree to purchasing a bundle for your flight. It is important to note that our Boost It and Bundle It combos are designed to provide Guests with more opportunities to save by purchasing all the extras they might need together. For this reason, we are unable to refund or remove any items from a combo. Additionally, please note that combos are also nonrefundable.

I am sorry for any inconvenience that this might have caused you. For future travel, please know that you can purchase extras like seats and bags separately, if you dont want the additional extras provided in the combos.

As you purchased a Bundle for yourself, it included a seat at no additional cost, as there was no bundle purchased for ******* there was a charge for her seat.

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 in the amount of $50.00 that 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: PRZEMYSLAW CIEBLA
Voucher code: 45671423740500001

Amount: $50.00
Expiration date: January 02, 2023

Guest name: PAULINA CIEBLA
Voucher code: 45671402638600001
Amount: $50.00
Expiration date: January 02, 2023

For information on how to redeem your voucher, click here.

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