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

  84 State St Boston, MA 02109-2202

• 

  Spirit Airlines

  Mankato, MN 56001

• 

  Spirit Airlines

  BWI Baltimore, MD 21240

• 

  Spirit Airlines

  1 Harborside Dr Boston, MA 02128

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:09/14/2022

  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.

  Purchased airlines tickets with Spirit airlines through Expedia on July 25, 2022 in the amount of $740.72, total of 4 Round trip tickets from ******, ** to *********, ******. My family and I booked to fly on September 9th and returning September 12th. When we arrive at the airport, we were told we did not have a reservation. I was receiving emails from the airline that very same day so this seem very odd. According to them there was an issue with the card I purchased the tickets. If there was an issue with the card, why wasnt I notified back in July about this so called issue. Why was my husbands credit charged the full amount. The manager was not very helpful and basically told us we needed to buy new flights in order to leave. We were traveling for my brothers military retirement ceremony and needed to be on the flight. We had to pay $974.40 for 4 one way tickets. We left ** with no flight coming home. Please understand how frustrating this issue is. On Saturday, we had to purchase tickets to come back home in the amount of $774.40 for 4 one way tickets. When I called on Saturday to discuss the issue over the phone with Spirit, the person I spoke to said they couldnt do anything, Spirit shows it was cancelled and they will reimburse us our money back for the original amount we booked for. What I wanted was for them the price match my original price as this was their error. I showed up for my flight and some how it was cancelled and I ended up paying more than double the price. Today we received the original reimbursement but what I would Like is for them to do the right thing and give me back the difference. Any help you can do will be greatly appreciated.

  Business Response

  Date: 09/27/2022

  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 HI32GT and I see your flight was canceled by a fraud prevention team as there were unable to verify your card used with Expedia. Please know this was not canceled by Spirit but by the credit card company. 
  
  
  Additionally, they do not reach out in advance to advise you about the cancelation. 

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18028373
  
  I am rejecting this response because:

  the credit card did not reject the payment. That is simply not true. Why would the credit card reject payment the day Im flying out when these tickets were bought way well in advance And the credit card was charged in July which I provided proof already. I am not satisfied with this response. Spirit Airlines will need to try and make the situation right. The ball was dropped on their end. 
  

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

  Business Response

  Date: 10/12/2022

  Hi *******, 

  We appreciate your continued correspondence through the Better Business Bureau.

  Our Fraud Prevention Team worked this reservation and based on their finding 2/3 credit cards used had a very high score indicating a high risk of fraud. The entire reservation was canceled by the fraud team and you were  required to rebook the flight with a different credit or debit card. 

  Customer Answer

  Date: 10/15/2022

   
  Complaint: 18028373
  
  I am rejecting this response because:
  
  what is being said is not true. Now Spirit airlines is claiming 2/3 cards used were flagged for fraud. One credit card was used to purchase the flight. Again why was this not rejected at the time of purchase but at the very same day I was flying out.

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

• Initial Complaint

  Date:09/14/2022

  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.

  Booked Flights to ***** and then I broke my shoulder and had to get surgery. I called spirit and was promised a refund back. I never got refund and reversed a Credit card charge which my credit card did dispute and give me credit but then took away credit because spirit charged the same amount. Again I never took the trip and called weeks before to cancle.

  Business Response

  Date: 09/29/2022

  Hi ****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Im sorry to hear about your medical emergency that prevented you from boarding your original flight.
  
  I kindly request a copy of any documents validating your emergency, so we can issue the proper reimbursement for the affected flight.

• Initial Complaint

  Date:09/14/2022

  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.

  On September 14, 2022 we were delayed on the highway due to an accident/hazard on the way to the airport in *********. We finally arrived at the airport, 10 minutes prior to our flight departing. The agent told us that it was too late for us to board and that we would not be allowed to board. We were also told that there were no other flight options the same day, even though we explained that we had to be in NM by 6p. that evening. We had already purchased seats and paid baggage costs, all of which were an additional $155.00 on top of the ticket costs. The agent was rude and brushed us off saying Nothing I can do. We tried chatting with an agent online and was told that we failed to board and as such were considered no-shows. We explained that a situation beyond our control caused us to be delayed and we didnt fail to board, we were told that we could not board. Then the agent suggested that I should have texted or called her from the highway while we were en route. I explained that I was driving a motor vehicle at the time and could not use my phone as I was paying attention to the road so as not to have an accident myself. She informed us that we were out of luck and there was nothing she could do. I insisted to speak to her manager and she then proceeded to put me into a chat queue that was never answered. The suggestion that we put ourselves in danger to contact her from the road was unacceptable, and the level of customer service at ********************** is non-existent. This whole experience was quite unsettling and well not be doing business with or recommending that anyone else does either with Spirit. Terrible!!

  Business Response

  Date: 09/27/2022

  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.
  
  
  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. 
  
  
  
  All reservations and seat assignments are subject to cancellation without notice if: The guest fails to make themself available for boarding at the gate at least 15 minutes prior to (original) scheduled departure time for domestic
  flights; or 30 minutes prior to the (original) scheduled departure time for
  international flights.
  
  
  
  As a one-time courtesy, I have issued a 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: UDKGUV
  Amount: $110.18
  Expiration date: December 11, 2022
  
  
  
  Reservation Code: UDKGUV
  Amount: $ 242.00
  Expiration date: December 24, 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:09/14/2022

  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 8-5-2022, my husband, *************************, and myself purchased a one way plane ticket (confirmation # UY4B9B) for him to fly out of *** on Saturday Sept 24th 2022. After purchasing the ticket, my husband received notification from his job he has to deploy immediately/urgently on Monday Sept 12, 2022. On Thurs Sept 8th, I spoke with Spirit **************** over the phone who advised I must speak with Spirit online through a chat because they will be able to refund the flight as long as I submit my husband's itinerary. After logging into the Sprit chat, I connected with ******* (ID# ******* who stated she will be able to cancel and refund the amount of the ticket as long as I provide a "flyer" of my husbands departure for work. I sent her the copies of his itinerary and ******* then stated she can cancel the flight but there wont be a refund. I explained to her we are looking to save money, not waste the money. I also reiterated to her I thought I was speaking with her to obtain the refund since she already okayed the refund. I even went on the ask/settle for a credit but she declined. After ******* declined to process the refund and credit, I then asked to speak to a manager which ******* stated the manager will tell me the same thing. Once she transferred me, a supervisor named *********** me, stated they received my message and that I was in the queue for my question to be answered in the order it was received which should not be no more than 15min. That 15min turned into about 45mins and then the chat started all over again to the very beginning, asking me what type of help I needed etc, as if I just started another chat.

  Business Response

  Date: 09/27/2022

  Hi Alletacy, 
  
  
  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.
  
  
  
  Guests who initiate a cancellation after 24 hours of booking to their non-refundable reservations will not receive a refund. A cancellation charge; 0-6 days out is $99, **** days the charge is $49, and no charge for trips more than 60 days out over the phone plus a Passenger Usage Fee of $22.99 per segment will be deducted from the total cost of your reservation and a reservation credit will be created for the remainder, if applicable.
  
  For more information regarding our Modification/Cancellation guidelines, I've included the link below for your reference.
  
  https://******************************************/hc/en-us/articles/202097076-How-can-I-change-or-cancel-my-reservation-
  
  
  As a one-time courtesy, I have gone ahead and issued a refund in the amount of $43.59 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:09/14/2022

  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 was supposed to travel to ***** from *********, **. I never made it to ***** and here is why:-Flight from ********* was delayed, take off time was supposed to be 1:25 PM (we boarded a little before 1), the plane was late and once we got on board the flight there was a medical emergency which required we go back to our gate.-we finally leave *********, get to ******* and have to circle the airport, which goes on for 40 min until the pilot says we need fuel -flight diverts to ***, we land here at 5:25 PM. We are stuck on the tarmac for over an hour with no gate. I called customer service to ask about connecting flight and if it will wait for us, the person on the line lies and says yes -flight leaves *** headed back to ******* at 9PM -connecting flight out of ******* leaves the airport on time, so myself as well as others have missed their connecting flight -get to the service desk and they are not helpful, mentioned booking me on a flight for the next day but there is no hotel accommodation even though I'm in a state where I do not know anyone, food options in the airport are closed, and I have no idea where my checked bag is.-flight the next day is another 15 hours of travel time (I'm not doing it so I can be stuck, again)-I have to find my own bag, sleep on a hard wooden bench, and book a return flight home spending another $400 -between getting no help at the service desk, I called on the phone to speak to a representative and was hung up on 3 times all because I mentioned a supervisor.-one rep mentioned a $50 credit which I dont want considering I will never fly with Spirit again.I missed out on a weekend of laughs and fun with my girlfriends to be left in a random state at the airport sleeping on a bench, crying trying to figure out how to get home. I want all of my money refunded: orig ticket $454.79, $140 for checking bag/seats, $339.60 plus $47 for return flight and checking bag. Total: $981.39. Thanks for a ruined weekend!

  Customer Answer

  Date: 09/14/2022

  Ive already given you the proof of purchase which was the two items attached to my complaint. They both have confirmation information in them regarding tickets I purchased for a flight from h*** and my return flight home. 

  Business Response

  Date: 09/21/2022

  Hi ****,
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Im so sorry to hear that your flight was diverted and delayed. Our records indicate that your flight was affected by bad weather. Air Traffic Control (ATC) ensures the safe operation of all aircraft flying at any given time. When there is inclement weather, ATC makes sure that there is enough safe space between aircraft. Delays and cancellations may occur due to the limited airspace during times like these.
  
  
  Delays and irregular operations, although rare, do occur. We understand this may throw off your plans, but the safety of our guests is always our top priority.
  
  Upon reviewing your reservation I see your refund was processed in the full amount of $130.00 back to your card ending in ****, $191.08, ******* and $68.00 back to your card ending in 9087. 
  
  
  I also see you were issued a Future Travel Voucher you can use towards your next flight. 
  
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.
  
  
  Guest name: *************************
  Voucher code: 45297945412500008
  
  Amount: $50.00
  Expiration date: December 05, 2022
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:09/13/2022

  Type:Billing 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.

  Booked a flight was supposed to be one price $333 but was charged $663. When I called I was hung up on twice.

  Business Response

  Date: 09/27/2022

  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.
  
  
  I have reviewed the reservation MMKB3U and I see the charge of $663.54 is correct. 
  
  
  **********- Flight $11.18 Bags -$110.00
  
  Jazmine-Flight $11.18 Bags -$110.00
  Jaidah-Flight $11.18 Bags -$110.00
  Total $663.54
  
  
  Please be advised the bundle is added per guest per flight. 

• Initial Complaint

  Date:09/13/2022

  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.

  Reservation code Ricvng.On 9/1/22, I was trying to review options for alternate dates for a return flight to ******, **. I called the customer care number and was informed of the fees and fare differences when I opted against any changes. I continued to review options online for other alternate days. In order to get an accurate fare difference for all 4 tickets, I had to input my credit card information. To my dismay, the reservation change went through, there was no immediate option to cancel the changes and revert to original reservation, so I called the customer care center again to see of they can help. All this happened within minutes. The customer care agent was unable to undo the changes and in order to give me seats for the original reservation, I had to pay the fare difference once again. I was asked to file a complaint when I requested to talk to a senior member who could look into this situation.So, to fly the same flight, same departure, I ended up paying $696.00 plus $688.00 for a total of $1384.00, simply because there was no option to undo an action that was unintentional. There are notes on file that were even reviewed by the supervisor; Enne at the ***************. She understood the situation; however, she was unable to help get me the refund because this was referred to guest relations.After arriving home, I did file a written complain online but it was invain. All my attempts to reply to the original response from guest relations remain unanswered to this date.I have had flown multiple airline in past and all airlines have a very responsive and accommodating customer service. This is the first time I have come across an airline with NO option to escalate redressals. I'm hoping BBB can help me here.

  Business Response

  Date: 09/27/2022

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Itinerary changes are subject to a per guest service charge, plus any difference in airfare for the alternate requested date(s) or flight(s), and any difference in government taxes and fees. With the exception of optional service charges for carry-on bags and/or first and second checked bags, any difference in carriers optional service charges may also apply. 
  
  
  
  In order to proceed with changes to your reservation, a guests to has to input payment information, acknowledge and agree the terms and conditions, and click the blue button to proceed with the modification. 
  
  
  As we are a web-based, Guest-driven airline, Guests are ultimately responsible for the reservations and transactions they have made on the website.
  
  
  
  As a one-time courtesy, I have refunded the changes fees, however, the fare difference will still apply. 
  
  
  I have gone ahead and issued a refund in the amount of $496.00 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: 10/13/2022

  The complain resolution solution provided by Spirit airlines in not adequate. Spirit airlines mentioned that fare difference would still apply, however, I flew the flight that I originally booked and the changes to reservations were erroneous, with no way to reverse those changes in-spite of me trying to take instantaneous action, within minutes. I even called the customer care number when no solution was available online. This ended up causing me a loss upwards of $1000 (in fare change) and since there were empty seats on the flight, the airlines profited from an erroneous transaction. 
  
  Spirit Airlines claim that the reservations are guest driven and online, but there is no option to cancel changes made and no way to contact them in person should an error of this nature occurs. There should be a warning issued when confirming any changes, that such changes are irreverisble and there will be no availability to revert to original reservation. It just isn't logical, If I had to incur the fare difference, I could have simply made a new reservation with the original reservation intact. Atleast then I would have had the option of cancelling within 24 hours.
  

  My expectation is that the charges incurred by me during 72 hours prior to my departure be forgiven.

  
  

  Business Response

  Date: 10/18/2022

  Hi *******

  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  As I have fully researched your concerns, and reviewed our Contract of Carriage,I'm afraid I'm unable to alter the position provided. 

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18022988
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/21/2022

  I feel discouraged after the last response from Spirit airlines. There is no sense of accommodation in erroneous online transaction that was immediately attempted to reverse by me, but due to lack of any options, nothing was done. 

  It amazes me how there are so many opportunities and options for booking a flight, but none to reverse a transaction. No telephone support. No means of reaching higher management. This doesn't seem customer centric to me. My emails in response to original complaint were never responded to, which led me to seek help from BBB.

  I have taken every effort to revert the reservation to its original date and everything is on record, starting minutes after the erroneous transaction till date. Spirit airlines has profited from an irreversible and erroneous transaction in the accord of over $1000.00 in the name of fare difference. 

  I disagree with the resolution provided by Spirit airlines and feel duped out of over $1000.00 charged to me in fare difference. I feel it's taking advantage of a situation like this without any concern to customers grievance in the matter.

  Business Response

  Date: 10/23/2022

  Hi *******, 
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Itinerary changes are subject to a per guest service charge, plus any difference in airfare for the alternate requested date(s) or flight(s), and any difference in government taxes and fees. With the exception of optional service charges for carry-on bags and/or first and second checked bags, any difference in carriers optional service charges may also apply. 
  
  In order to proceed with changes to your reservation, a guests to has to input payment information, acknowledge and agree the terms and conditions, and click the blue button to proceed with the modification. 
  
  As we are a web-based, Guest-driven airline, Guests are ultimately responsible for the reservations and transactions they have made on the website.
  
  As a one-time courtesy, I have refunded the changes fees, however, the fare difference will still apply. 
  
  I have gone ahead and issued a refund in the amount of $496.00 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:09/13/2022

  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 noticed a charge from spirit airlines for *****, but I have not used spirit airlines since early 2020. So, I filed an unauthorized transaction claim through my credit card. I was notified by my credit card that I authorized the transaction. So, I requested a proof and I noticed it was for the spirit airlines savers club which I had no knowledge I signed up for the membership. I canceled the membership by logging on to spirit airlines website and request refund. The representative I chatted told me a refund can not be issued. I feel like I had been deceived and tricked into signing up for the membership. I just want a refund of $*****.Thank you.

  Business Response

  Date: 09/22/2022

  Hi *****
  

  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Im sorry to hear you were caught off guard by the renewal of your Spirit *********** membership. I found that you joined our ***********, paying the $59.95 enrollment fee. The terms and conditions you agreed to upon signing ******** that memberships are non-refundable, non-transferable and automatically renew yearly. 
  

  A reminder email was sent on 05/20/2022 to the email address  ******************* alerting you of the upcoming renewal. As your membership was not canceled prior to that date, it remained active and the card on file was automatically charged $69.95, extending the membership for another year. 
  

  I have reviewed your account 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 Mastercard take 45 business days to provide an update on disputes. 

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spirit canceled my reservation unknown to me. This was Booked through Alternative Airlines which was paid by Affirm. I was told by Alternative Airlines I am just out $524 because they don't know why Spirit Airlines canceled the reservation. This is unacceptable and Iwill not let this go!

  Business Response

  Date: 09/22/2022

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

  I have reviewed both of your upcoming reservations OYD7SB and PC34UL and I see both flights are confirmed for travel. 
  
  
  Your initial booking UBKP9L was canceled as there was no payment made on this reservation.  

  Customer Answer

  Date: 09/23/2022

   
  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:09/13/2022

  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.

  Purchased a ticket received a credit and per the credit policy i could use the credit but spirit does not want to honor their credit. Per the email sent it can be used on luggage but they are not allowing me to use it. Please help

  Business Response

  Date: 09/22/2022

  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 NH916A and I see you were able to use your credit on your recent trip FFRZ5J to add bags and seats.