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

  114 N. Raliegh Avenue Atlantic City, NJ 08401

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  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:09/13/2022

  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.

  I am unsure of where to begin with my frustrations with my experience with spirit airlines. First of all, I chose spirit as my airline because its supposed to be one of the more inexpensive airlines * definitely not the case, or my experience. Myself, my sisters, my infant daughter, and my mother chose a flight on spirit to the ****************** for a wedding, with a departure date from ******* of 9/8. We purchased the flight, then purchased a seat, followed by the purchasing of a checked bag. Upon arrival to the airport, my checked bag was determined to be overweight at 48 pounds (every other airline is 50, not spirit. To check my bag in, I was then asked to pay $59 additional to the $118 I already paid to check my bag round trip! Our return flight from the DR was on 9/12. This time, my sisters bag was overweight at 42 pounds * she was charged $70!!!! How is two pounds more than eight??? Whatever! We paid the $70 additional dollars. Now were off to ***************. We arrive in *************** at 5:30 maybe, we deplane and head to customs to claim or luggage and recheck our bag for our connecting flight. Well spirit takes at least 30 minutes to put the bags on the belt * and with NO help from customs or TSA we now missed our connecting flight. Mind you, the flight was pushed to 7:46 and we ran to the gate, got there at 7:28 maybe and the attendant would not let us on the plane. Were then told we need to go to a different terminal and talk to the customer service **** ******* * who could care less about our experience. She tells us the ************ for us are to either fly to ********* and spend the night, then fly to ******* in the morning * or sleep in the airport in ***************, and fly out in the morning on the 6:55am flight. So here I am * writing this from my cellphone as my infant sleeps in a chair, and ** forced to stay awake to ensure her safety. Not to mention, allll of my bags are in ******* * luckily I kept some milk for the

  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.
  
  
  Because we strive to offer the absolute lowest fare possible, Spirit has implemented a baggage weight limit of 40 lbs. Less baggage weight means less fuel, and more money for you. We are happy to be able to pass along those savings to our Guests in the form of lower fares. 
  
  While other airlines structure their fares to cover all their costs, Spirit charges for transportation and offers options for baggage and other amenities.  We know that other airlines do have higher baggage weight allowances. The good news is, even if your bag weighs a little more than you thought, you can still bring it along. You'll just have to pay a few extra dollars depending on exactly how much your bag weighs. I've provided a link below with more information. Just scroll all the way down for our overweight charges. 
  
  
  www.spirit.com/optionalservices
  
  
  Please know that connecting flights offered by Spirit Airlines on one itinerary are considered a "legal connection" and passengers should not have any difficulty. Although rare, missed connections do take place in any form of transportation. At times, the number of passengers clearing US Customs exceeds their ability to process them quickly and passengers miss their connections. 
  
  By booking your flight, you agreed to the connection times. When a passenger misses their flight, we offer the options of placing them on the next available flight or issuing a refund. 
  
  
  
  I'm so sorry you missed your connection in **************. Please understand that as your missed connection was out of Spirit's control, we were unable to offer meal or hotel vouchers. I'm sorry for any trouble this caused.
  
  
  
  This decision is not based on lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all of our guests. 
  
  
  While I know we can't change your past experience, 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: JAME *****
  Voucher code: 45470250307500001
  
  Amount: $50.00
  Expiration date: December 18, 2022
  
  
  For information on how to redeem your voucher, click here. 

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18017854
  
  I am rejecting this response because this response is exactly what I expected from this airline. No accountability, and no real action. I chose your airline for the value you advertise - yet this was the most expensive flight Ive ever flown - and Ive flown to ****!  
  
  The cause of my missing my flight was not customs, it was YOUR AIRLINE not putting the bags out for over 30 minutes! Your customer service team made no effort to help me get my sick child home. Your bag policy is wrong!! Why going did I pay $59 extra for a 48 pound bag, and returning $80 for a 42 bag. These instances are on YOU!!!

  I will never fly with this airline again, you can keep the insulting $50 credit.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/06/2022

  Hi ****, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  
  Please be advised, once a flight comes in from an International destination, there are time when the bags are scanned and screened by Customs and Boarder protection before being placed on the baggage carousel for guest to collect. 
  
  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. 
  
  
  
  When reviewing your reservation I see there was only 1 overweight charge in the amount of $59.00. 

• Initial Complaint

  Date:09/12/2022

  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 paid $1,342.72 for airline tickets with Spirit Airlines on 01/27/2020. Due to the Covid Crisis I was not able to use the airline tickets I was told we could use the tickets at a later time. I was not give a time frame.When I attempted to book a new flight, I was told my airline tickets had expired and I would not be getting a refund or an airline credit. Confirmation Code XCHGRC

  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.
  
  
  I have reviewed your reservation XCHGRC and I see the total amount is $671.36. I also see you were issued a reservation credit March 17, 2020 for the full amount of $671.36 that expired December 30, 2021. 
  
  
  A one-time courtesy extension was issued to you on April 7th 2022 and the credit expired on July 06, 2022. 
  
  
  I have gone ahead and issued a final credit extension, please know if your credit does expire again, we will no longer be able to extend your credit. 
  
  
  This Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated.
  
  
  You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.
  The information to your credit is below.
  
  
  Reservation Code: XCHGRC
  Amount: $671.36
  Expiration date: December 18, 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:09/12/2022

  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 book a travel package through Priceline. I needed to travel to ********* on September 12, 2022 to attend funeral services for a loved one and to attend to other business. The Airline put on a flight for a day later than when I needed to be in *********. When I called to cancel the Airline charged a $99 cancellation fee and converted the remaining balance to a credit that must be used on or before December 10th. This is extremely unfair to the consumer to be forced to do business with an airline that acts in such a manner.

  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.
  
  
  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 courtesy, I have reversed the cancelation fee and issued a credit you can use towards your next 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: SYMWYB
  Amount: $99.00
  Expiration date: December 18, 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:09/11/2022

  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.

  To the concerned authorities,Today I had my flight from ***-***. The flight was supposed to depart at 9:45pm and me and my friend arrived the airport at 9:05pm but we couldn't enter the lobby of the airport as the gate was closed. Upon inquiring we found out that since only spirit airlines depart from that terminal, they are in charge of closing the lobby gates and they closed it 45 min prior to the departure of the final flight for the day. It was not told to us earlier that the lobby gate will be closed 45 min before the departure of the final flight and we won't be able to enter the security check also. We have been wronged by the spirit airlines. They have grossly misused their power and prevented us from boarding the plane. Since the flight was overbooked they did this so that they don't have to pay the penalty associated with forcefully deboarding a passenger once they are near the gate. I have spoken to many customer service agents and nobody has offered any help so far. Kindly help me in getting justice. We were on time and we had checked in 1 day prior to departure still we were not allowed to board the plane. Now at this moment we are still searching for a hotel room to stay and I won't be able to go to office tomorrow because of their fault. It is highly unfair the way they treated us. Please see to it and get us compensated accordingly. We would be happy to provide more details if you need. Thank you!

  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 that you missed your flight. Please note, there is a 45-minute check-in cut-off time for domestic departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags.
  
  We never want you to miss your flight. Thats why we recommend that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights. Due to lengthy TSA security checkpoint times, its recommended that you check airport information prior to arrival at the airport.
  
  Guests who dont complete the check-in process prior to the cut-off of the originally scheduled departure time are subject to their reservation being forfeited, and any modification charges and any difference in fare may be applied to new tickets. Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website:
  
  https://******************************************/en-us/category/article/KA-01182
  
  Upon further review of your reservation, I see your original flight left with open seats and you were rebooked for the following day and completed travel. 
  
  
  While I know we can't change your past experience, 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: PRATYUSH AGARWAL
  Voucher code: 45468666308300001
  
  Amount: $50.00
  Expiration date: December 18, 2022
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:09/11/2022

  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 airline mishandled my luggage. Breaking my entire suitcase and my souvenirs from my trip. They told me to file a complaint when I showed the attendant at the airport. I then made the complaint online and have been waiting for a representative. A representative sent me a message that was barely unreadable and almost intimidating. I am still not receiving any updates and my luggage is completely broken. The store will not do a return because it was damaged from the air port. I need someone to help me please spirit airline is completely ignoring the problem

  Business Response

  Date: 09/20/2022

  Hi ****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  
  I'm happy to see you were able to reach out to our Central Baggage Team and your claim has been processed for your damaged bag. 

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18010468
  
  I am rejecting this response because: A check was never sent to my home to cover the partial cost that the agreement came to. Payment was never received so therefore this has not been settled. Please provide an update on the status of the check that was promised to cover partial cost of my damaged luggage
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 09/20/2022

  Hi ****, 
  
  We appreciate your continued correspondence through the Better Business Bureau

  Per our Central Baggage Team, your check will be issued within 30 business days from 09/15/22. 
  
  You may also check the status by calling the *********************** team at **************.

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 18010468
  
  I am rejecting this response because: I will not be settling this dispute until the check arrives. Due to the negligence and unprofessionalism that I have experience with Spirit Airlines I am not closing this case until I have physical proof in my hand a.k.a. a check. This has been an ongoing issue which is why I had to take this to the Better Business Bureau. This has not been resolved because they check has not been received. Like I said when the check has been received and the check clears into my account then this case has been settled
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:09/11/2022

  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 tried reporting an item missing from my checked bag without success. I was told there is nothing that can be done at this time regarding compensation even before the representative asked what it was. The only criteria to determining if a claim was required was date/time of flight arrival but there was no sense of urgency in finding out how a jewelry box can go missing from my checked bag from the time it was checked to when it was picked up. The representative didnt seem to care and Im concerned that this can become routine if there is no process to follow up on missing items if they are not reported after 4 hrs from flight arrival. It is unrealistic to think that people access their luggage within that timeframe. As a customer, I want to trust that when I check a bag at the counter, my items are safe and I can rely on all items being in my bag at pick up. I also want to believe claims on missing items are followed up because at no point representatives explained that when a bag is checked, you are expected to go through your belongings as soon as you arrive to make sure nothing is missing in order to report it. The policy should be made clear so that people know what the expectations are when checking a bag. Unfortunately, valuable items are missing from my bag and no one seems to care. I would like to know what can be done and request compensation. Flight was from CLT to ***.

  Business Response

  Date: 09/20/2022

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

  I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  
  Please know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at www.spirit.com/bagclaim and must include a completed online claim form inclusive of all the required documents.
  
  
  
  Once an online claim form is submitted along with all supporting documents, it can take up to 30 days for the claims to be processed. You will receive an email alerting you of any status updates. If you would like to check the status of your claim now, please follow the steps below:
  
  1) Visit our Baggage Service web portal.
  2) Enter your last name and File ID [*************].
  3) Select the Communicate With Us option found in the main dashboard.
  
  For more information about the baggage claim process, please click here.

  
  

• Initial Complaint

  Date:09/11/2022

  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 was traveling and accidentally purchased two checked bags instead of one. Before the flight, a spirit representative at the counter informed me that if I called customer service after the flight that they would be able to refund the cost of the extra checked bag (for both flights) to the original payment method if I called customer service. I called customer service and the first representative told me I needed to hang up with her and chat with an online agent for my request so I asked to speak with a manager. The manager hung up on me middle of the call before resolving my issue. Very unprofessional and unfriendly. I am filing this complaint because Spirit has not honored their word - what was promised to me at the counter. I want my refund for the extra checked bag I did not use on the way there and back or I will be sharing my experience everywhere to let people know how spirit treats their customers and cannot be trusted. Thank you.

  Business Response

  Date: 09/20/2022

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  As we are a web-based, Guest-driven airline, Guests are ultimately responsible for the reservations and transactions they have made on the website.
  
  
  I have reviewed your reservation and I see you purchased the Boost It Combo, please know when the Combo package is purchased, it apples to all guests traveling on the reservation and is non-refundable. As there was no note left by the Airport agent, our Reservations Agents were unable to issue a refund or credit.  
  
  
  As a onetime courtesy, I have gone ahead and issued a refund in the amount of $96.00 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:09/10/2022

  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 4/7/22 we had a flight through Spirit Airlines from ***************, ******* to ************, **********. We boarded the flight and when the plane was near **********, it was unable to land there. We circled the airport for about an hour and then the plane was re-routed to ******, where we landed. When we landed, no one was allowed to get off the airplane. The plane was refueled and then was flown back to ***************. We spoke to spirit airlines on 4/9/22 and spoke to someone named ***** in customer service who informed us we would be receiving a full refund for the flight. On 5/2/22, we called spirit Airlines again, almost a month after being told we would get a refund and spoke to **** in customer Service, who again told us we would receive a refund. As of today (6/24/22), I have not received any refunds from the merchant. Under the spirit airlines contract of carriage, under section 10.2.3, it states: Guests involved in a Spirit Airlines cancellation delay in excess of two (2) hours will have three (3) options available to them. 1. Re-accommodation, 2. A credit for future travel, 3. a refund. We chose a refund and the merchant has not refunded the amount charged in a timely manner. It is now almost three months since the flight in question took place. Furthermore, The Spirit Airlines in providing documentations, like the flight manifest, as proof of the charge, which is completely irrelevant in this dispute. I am not claiming I did not board the flight, the dispute is that that merchant did not fly me to *************************************, which is what the flight was purchased for. I literally paid to be flown an entire day on an airplane with a 2 year old to go back to the same airport the flight initially left from, this is unacceptable.

  Business Response

  Date: 09/20/2022

  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 to hear your flight was diverted and canceled. I have reviewed your reservation and I see your flight was diverted due to the closure of the ******************** runway. 
  
  
  Your refund was processed in the amounts of $420.95, $45.00 and $27.00 back to your card ending in 8011. 
  
  
  While I know we can't change your past experience, I see you were issued Future Travel Vouchers for your canceled flight that have since expired. Please reply and let me know if you would me to create new ones for you. 

• Initial Complaint

  Date:09/10/2022

  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 7/27/22 I purchased a flight for my daughter and I (JBV4QY) and directly after, I purchased seat choice for an exit row for departure flight and big one seats for the return. The next day, I decided to splurge and purchase big one seats for the departure flight. Fast forward to today. My friend went to purchase her flights to join us and I was looking at her seat map. I noticed that my seats were not big one seats. What occurred was that I chose my seats on the seat map of an airbus319 which has an extra 2 big one seats(3D,F). The plane is now changed to an airbus321. I no longer have the seats that I paid a lot of money for and will have to be uncomfortable and embarrassed, as a result. I was basically told by their CS reps that I dont know what seats I chose. I clearly would not have chosen 2 seats, not next to each other, and make some poor soul sit between my larger daughter and I. They are telling me that the seats are non refundable and that the prices fluctuate and so I just got a high price on regular seats. Completely unacceptable. I want the money that I paid for those seats refunded in full, as I am not able to sit in seats that I chose!

  Business Response

  Date: 09/20/2022

  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 a refund was processed in the amount of $101.00 for your seat from ***-***. 
  
  I have gone ahead and issued a refund in the amount of $101.00 for the second seat, ($63.00 back to your card ending in **** and $38.00 back to card ending in ****). Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

• Initial Complaint

  Date:09/10/2022

  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 August 9th i was kicked off a spirit flight from *************** to ************* because the flight was oversold - i was at the gate on time however they involuntarily picked the last people that checked in last to stay behind. I have little children at home and a business a restaurant i had to tend to so not to mention the damage this caused being a single a parent and costing me babysitting and payroll fees - spirit decided to give me a voucher to use in the future for $300 accommodations were not offered just the voucher and luckily it happens that i have friends in *************** that were able to provide me shelter that night until the rescheduled flight the next morning. I decided to give this airline a chance and book another flight with the voucher to fly to *************** on september 8th round trip returning on **** the flight value was only $100 round trip at the time of booking and the remainder of the voucher was lost. Anyhow i called to cancel and refund this flight because i couldnt travel on this time the person i spoke to on the phone informed me that a credit was going to be used and to write down the #, same number of the original voucher in order to book another flight when i was able to travel After attempting to book online today unsuccessfully getting an error message after voucher # input - i called to only be told that the person i spoke to yesterday made a mistake telling me a refund was going to be issued because any flights booked with a voucher are not refundable! I was not informed of this as a matter of fact i was told by the spirit representative to pull over as i was driving and to write down the voucher # to book in the future for the amount of $100.20 I asked to speak to a supervisor who also told me she couldnt help me book a flight at this time but they are going to listen to the phone recordings which i had suggested and get back to me in 5-7 days! I dont see how that helps me as i needed to rebook a flight today

  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.
  
  
  We would like to apologize for the over sale situation of your flight NK-1415 from ***-*** scheduled to depart on 08/07/2022.
  
  
  Per the station report, you were one of the last customers to check-in for the flight and there were no seats available. Thank you for volunteering to move your flight in exchange for a Future Travel Voucher (FTV) equal to a round trip flight on Spirit. 
  
  
  In order to volunteer your seat on the flight, you must sign a Volunteer Acknowledgement Form which states that you agree and understand the terms and conditions under which you agreed to volunteer.
  
  
  
  The station has provided a copy of the signed form which states the following:
  Volunteer Future Travel Vouchers are valid for a single use with no remaining value after its use. The voucher amount applies to the volunteer and any guest traveling with them on the same future reservation. Volunteer Future Travel Vouchers apply to the flight portion of a reservation including carrier fees, taxes, and optional services. It cannot be redeemed for cash, or be used for vacation packages or car rentals. Volunteer Future Travel Vouchers must be booked within one year of issuance for travel on any flight dates available in the system.
  
  
  
  As we are unable to re-issue your voucher, I have created a new voucher for you. 
  
  
  This voucher is not like others; it is transferable and applicable to everything on http://spirit.com. It can be applied to multiple transactions until the balance reaches $0. Youll have one year to think of an awesome place to go and book it. You dont have to fly by the expiration date, just make a reservation before it expires.
  
  
  Name: *************************
  Amount: $300.00
  Voucher code: 45472671244300001
  Expiration date: September 19, 2023