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Business Profile

Airlines

Spirit Airlines

Headquarters

This business is NOT BBB Accredited.

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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

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    Customer Complaints Summary

    • 4,291 total complaints in the last 3 years.
    • 1,038 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/08/2022

      Type:Product Issues
      Status:
      Answered
      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 8/21/22 I contacted Spirit Airlines to book a round trip to *******, ******* from **************, ****. I tried to do this online, but the system was down. So, I had to work with a representative to book the flight. In the process they got my email address wrong and the dates of the reservation wrong by a month. We wanted to book for September 28th through October 2nd. They booked for August 28th through September 2nd, which was incorrect. I wasn't able to receive the confirmation email because they had my email wrong. After waiting to receive the confirmation, I looked for other ways to confirm. So, later, when their system was back up, I went online to review the reservation. I noticed then that the reservation was incorrect and called to correct it. I was told that I was outside their 24 hour reservation change policy and would therefore be charged per person (a group of 8) to correct the reservation. Also, in the meantime, the cost of the flight had gone up and I was charged for that too. An additional ~$2,000. I was told to update the reservation and that my issue would be submitted for review where I would be reimbursed for the charges if they found that the employee was in error. I was told it could take 10 business days, so getting the corrections done and then waiting for their response is the way to go. It has been 10 business days. No contact from them. When I reached out to them, they added 3 more business days while they submitted a 'Expedite' request. I have not been updated as the process is going on and have had to explain my situation, from the beginning, to each of about **** Spirit Airlines employees. Each time I'm told that I cannot speak to the person handling my issue, but that I will be updated. The updates have never been given to me. I have had to reach out to them each time using all of the methods they say to use. The most recent employee disconnected the text string without ensuring that my issue was resolved.

      Business Response

      Date: 09/19/2022

      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.


      Upon reviewing the call review, I do see the agent booked the incorrect dates for your flight. As a result of the agents error, a refund was processed in the amount of $1,192.00 and $417.59 back to your card ending in 3126. 

    • Initial Complaint

      Date:09/07/2022

      Type:Product Issues
      Status:
      Answered
      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 $100 for a ticket and I needed to change the date and they charged me $154 for a "modification fee." I'm trying to cancel it and they won't issue me any type of refund saying I actually owe them $234 for changing my flight twice as in multiple modification fees for the same flight.

      Business Response

      Date: 09/19/2022

      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. 



      Guests who initiate a cancellation or modification after 24 hours of booking to their non-refundable reservations will not receive a refund. A modification 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-



      Upon reviewing your reservation I see the last modification you made when you requested to change your flight from September 3rd to September 8th, has a balance of $234.98 for the fare difference and modification fees. 

    • Initial Complaint

      Date:09/06/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Spirit Airlines sold me a flight online and would not allow me to check in for the flight online or check in at the kiosk at the airport. There were no Spirit employees working at the airport to check me in either. I bought the flight online while at the airport then immediately attempted to check in, which was not possible. Spirit is selling airfares that are impossible for passengers to check in or actually get on the flight. They need to update their passenger ticketing system to prevent sales of tickets beyond a specific timeframe. This flight was from Lima (LIM) to *************** (***) on September 5 2022. My confirmation number was MDEB8S and the ticket was $371.61.

      Business Response

      Date: 09/19/2022

      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 purchased your flight less than 1 hour prior to departure. Please be advised flight can be purchased up to 45 minutes prior to departure, however, as this was an international flight at the time you completed the transaction, the flight was closed for check-in. 


      Some guests traveling to or from certain international destinations may not be able to complete check-in online. 


      Upon reviewing  your reservation MDEB8S,  I see you have disputed the charges. Since a dispute has been filed, we are unable to issue any refunds or credits as your bank has opened an investigation into these charges. Please allow your bank to complete its investigation. 

    • Initial Complaint

      Date:09/06/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Spirit Airlines Billed a transaction on 8/14/2022 of $832.98 on my **** Credit Card. It should never have been billed The reservation was made around midnight on 8/13/22 around midnight at the ****** airport. It was cancelled within 20 minutes of the booking because, due to really horrible telephone communication, the flight information was garbled and not what I wanted to book. I called back to Spirit to cancel and called again to confirm cancellation (three phone calls within 20 minutes). The Charge remains on my bill for a reservation made and cancelled and confirmed cancellation all within 20 minutes.I went back and forth with Spirit Airlines *****************.***************.************ (supervisor *******) for a total of at least an hour and a half. Also have copies of several e-mails both from me and from Spirit **************** (silly answers about not being able to give me a refund but: The reservation is not eligible for a refund but as a one-time courtesy, we have issued a reservation credit for the flight that you missed. You can use the credit for your next Spirit flight and the details of your credit, including how it can be used can be found below.) Reservation Code: KMD5PH Amount: $200.00 Expiration Date: October 26, 2022 I hope you can help me get this fraudulent charge removed from ****. The reservation did not exist and I did not take the flight. Thank you for your attention. *************************

      Business Response

      Date: 09/19/2022

      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. 


      As your flight was not booked 7 days in advance, we are unable to honor your request for a refund of your rebooked flight. Because you were unable to board your return flight, you were issued a Reservation 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: KMD5PH
      Amount: $ 400.00
      Expiration date: October 26, 2022



      Amount: $662.20

      Expiration date:  November 10, 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-

      Customer Answer

      Date: 09/20/2022

       
      Complaint: 17922070

      I am rejecting this response because:This is a real scam.  Spirit Airlines is referencing a reservation that was made within a total of 20 minutes before midnight on Saturday, August 13, 2022.

       

      It was booked for a flight that was not the one I thought it was.  I wanted to take a flight out on Sunday, August 14, 2022.  The one the Spirit Airlines agents booked was going out Moday, August 14, 2022!!!! They knew I was at the ********************** at midnight on Saturday, August 13,2022 and needed the first flight out on Sunday.  The flight they booked for me did not fly on Sundays!!!!! It was their error.    This is a misjustice on Spirit Airlines part.  I really believe that they have added insult to injury by their:  If you can't dazzle them with brilliance, baffle them with bullshit' policy, as stated below by Sprit:  ???????????????????

      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. !!!!!!!!!!!!!!!!!?????????
      As your flight was not booked 7 days in advance, we are unable to honor your request for a refund of your rebooked flight. Because you were unable to board your return flight, you were issued a Reservation credit. 

      Sincerely,

      *************************

      Business Response

      Date: 09/20/2022

      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: 09/23/2022

       
      Complaint: 17922070

      *******!

      This is my last attempt to clarify my position.  Please reread my numerous previous e-mails to you and other SPIRIT Airlines **************** Reps.  You are not seeing the point!!!!!

       

      The **** Charge was NOT for a REBOOKED Flight.

       

      This was an attempt to book a NEW return flight, after I had missed the flight leaving on August 13, 2022, at noon (12:00)..  I was a no show ONLY because I mistook the noon flight for a midnight flight (12:00)

      That is why I was at the ****** airport at midnight August 13, 2022. 

       

      I looked subsequently looked up the proper way to write 12:00 noon or 12:00 midnight (as in a.m. and p.m.)

      Here is what I came up with:

              Noon is neither a.m. nor p.m.

              Midnight is a part of the day that is ending, not the day that is beginning.

              When expressing times for noon and midnight it is best not to use numerals (12:00 a.m. and 12:00 p.m.).

              Avoid the redundant 12:00 noon and 12:00 midnight.

       

      Really a moot point at this time.

       

      When the booking agent booked the flight in question, upon reading my handwritten notes (on my lap with terrible static on the line, about times, I realized that the rebooked flight was NOT the same one which I missed!  I called back immediately to cancel the booking in question.  Since the connection was imposible, I called a second time to confirm the cancellation.  This booking had nothing to do with anything other than an attempt to get home!  Your booking agents made a mistake!!!!! 7 days has nothing to do with it!!!  Why would I book the August 14th flight 7 days in advance when I was at ****** at midnight August 13, 2022 trying to book the next flight home????!!!!!



      Sincerely,

      *************************

      Customer Answer

      Date: 09/23/2022

      *******!

      This is my last attempt to clarify my position.  Please reread my numerous previous e-mails to you and other SPIRIT Airlines **************** Reps.  You are not seeing the point!!!!!

       

      The **** Charge was NOT for a REBOOKED Flight.

       

      This was an attempt to book a NEW return flight, after I had missed the flight leaving on August 13, 2022, at noon (12:00)..  I was a no show ONLY because I mistook the noon flight for a midnight flight (12:00)

      That is why I was at the ****** airport at midnight August 13, 2022. 

       

      I looked subsequently looked up the proper way to write 12:00 noon or 12:00 midnight (as in a.m. and p.m.)

      Here is what I came up with:

              Noon is neither a.m. nor p.m.

              Midnight is a part of the day that is ending, not the day that is beginning.

              When expressing times for noon and midnight it is best not to use numerals (12:00 a.m. and 12:00 p.m.).

              Avoid the redundant 12:00 noon and 12:00 midnight.

       

      Really a moot point at this time.

       

      When the booking agent booked the flight in question, upon reading my handwritten notes (on my lap with terrible static on the line, about times, I realized that the rebooked flight was NOT the same one which I missed!  I called back immediately to cancel the booking in question.  Since the connection was imposible, I called a second time to confirm the cancellation.  This booking had nothing to do with anything other than an attempt to get home!  Your booking agents made a mistake!!!!! 7 days has nothing to do with it!!!  Why would I book the August 14th flight 7 days in advance when I was at ****** at midnight August 13, 2022 trying to book the next flight home????!!!!!

      Business Response

      Date: 09/27/2022

      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: 09/28/2022

       
      Complaint: 17922070

      I am rejecting this response because:  The unsigned response from Spirit Airlines does not make sense!  Spirit Airlines has not read or understand that the "contract of carriage" does not apply!!!! There was no 'contract of carriage', no flight booked or taken, only a booking cancelled within 20 minutes of making the booking. I was trying to rebook a flight that I had missed for the next day, Sunday.  The flight I was trying to book does not fly on Sunday.  The booking agent booked another flight, not the one I thought, leaving 36 hours later.  Upon realizing the situation, I called back twice to cancel, once to confirm cancellation.  his whole transaction does not exist except as an erroneous charge on my **** card.  Disgusting!

      Their response:  As I have fully researched your concerns, and reviewed our Contract of Carriage, I'm afraid I'm unable to alter the position provided.

      Sincerely,

      *************************

      Business Response

      Date: 10/14/2022

      Hi ******,
       
      We appreciate your continued correspondence through the Better Business Bureau.
       
      My name is ****** and I'll be further assisting you.  I'm sorry that you are dissatisfied with the resolution that you have received this far. As you were advised, per our guidelines, refunds are an option for flights that are cancelled by Spirit, as well as flights cancelled by the guest as long as such cancellation is made within 24 hours of initial booking and provided that the reservation was made seven (7) days or more prior to the flights scheduled departure. Since your scheduled flight was within 7 days, you are not eligible for a refund and we unable to honor your request for a refund. Please understand that it is important for us to adhere to our guidelines to ensure that everyone is treated fairly. 

      We hope that you'll use your credit to give us another chance, so we may provide the enjoyable experience that you deserve. 

      If you have any concerns regarding any other issue, I'm here for you.
       
      Sincerely,
       
      Dedrie
      Corporate Consumer Relations
       

      Customer Answer

      Date: 10/18/2022

       
      Complaint: 17922070

      I am rejecting this response because:

      Again, for at least the tenth time, this flight was made around midnight on Saturday, August 13 in the ****** airport in an attempt to get home the next day, Sunday August 14, 2022. We had missed the original flight, booked and paid for.  We are not asking any reimbursement for the missed flight.  This was an attempt to book a new flight home.


      The fact that the flight was not 7 days out from the purchase a refund is not applicable is nonsense!
      We wanted to get a flight on the next day (Sunday) home.  Your booking agent was (supposedly) aware of what we needed.  
      The flight they booked for us was not leaving until Monday, August 15, 2022. We certainly could not wait with all our luggage at the airport from Midnight, August 13, until  12:00 noon on Monday!!!!!

      When I realized this, upon confirming the flight dates and times, I called immediatly to cancel and was assured the flight was cancelled.  I called again to confirm that the flight was cancelled.  There is no way I would have booked a flight 7 days out from the purchase date.  I was trying to get home from ******* the next day. As you correctly stated, (excerpt from your Friday, October 14, 2022 e-mail:  After further review, I found that you called our ************** on August 13th and requested to purchase a flight scheduled for the next day. You then reached out moments later and requested to cancel the flight. The 'next day' would have been Sunday, August 14th, ********** August 15th!!!  THAt IS WHY I CALLED to cancel that reservation.


      You state in your letter that you are making a thorough review.  You obviously did  not do that.  If you had, you would realize that the 7 days out from the purchase is ridiculous!!!! We needed a next day flight, not a 36 hours out flight! Your booking agents did not give us the flight we requested!!!


      Regretfully , Disgusted,
      *************************

      Sincerely,

      *************************

    • Initial Complaint

      Date:09/06/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought a flight from ********* to ******* and had to cancel the flight I did it within the ************************************************************************** May I still have not reciver my $421 refund and spirit airlines keeps telling me they are not responsible for my refund I have to talk to priceline who booked the flight for me I talked to priceline.com and they tell me I have to get my money from spirit airlines so they both keep bouncing me back and forth I just want my $ 421 back

      Business Response

      Date: 09/19/2022

      Hi *****, 


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


      Your initial charge collected on (7/26/22), was then refunded the same day by our reservations agent. In cases like this, the initial credit card authorization by **** for $421.18  will not be processed but show as pending - it will be available in your account in a few days.



      I have reached out to our ********************* who reached out to **** and confirmed the charge was not processed. 

    • Initial Complaint

      Date:09/06/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid for baggage online and they set the reservation to the wrong flight so at the gate they had no record of me paying for my baggage so I had to pay again at the gate. I called and tried to figure it out and all they did was told me they don't have a record of it. Then I figured out the set the reservation to a different person's flight on my account. I asked for a refund because I clearly asked for it to be set up under my name, and they said baggage is non refundable. I paid 270 to bring 2 bags home.

      Business Response

      Date: 09/18/2022

      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 chat interaction and I see your bags were added on the wrong reservation. Our records show your bags were added on ****'s reservation as that reservation did come up with your email address ******************



      I have gone ahead and issued a refund in the amount of $110.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 



      I have also re-rated your bags you had to pay at the time of departure on your reservation DM5T5E and refunded the difference of $48.00 back to your card ending in  2331. 

    • Initial Complaint

      Date:09/05/2022

      Type:Product Issues
      Status:
      Answered
      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 Flight nk1571 Confirmation #enmrpr Flight date 9/3/2022 Time 2:58pm I sent this complaint to Spirit airlines their response was that luggage fees are non refundable. How can they keep my money when they didnt render service?. Also it was because of their staff incompetence that I missed loading my luggage. The young lady at the desk failed to act in a timely and knowledgeable manner to check me in. Check the cameras I was there 1 hour before departure. I went to the agent first She sent me back to the machine to print the luggage tag.( please note in *** the agent Printed the luggage tag for me!) I received an email saying tagging my own bag was optional in ************ and didnt receive an email Saying it was Mandatory to print my own bag tag in ************. Even then once I had the tag she piddled with the tag and delayed checking me in! The young agent was obviously unaware of the 45 minute luggage check in rule. (I missed the check by 2 minutes!)Or this is part of the scam to keep my money for nothing. Or was the flight overweight?Spirit website says nothing about passengers required to print our own luggage tag. In her defense she looks like a new inexperienced employee. Since services were not rendered due to the incompetence or inexperience of Spirit agent I am requesting my luggage fee to be refunded! I do not want a flight credit because Spirit will not honor it. Please refund my credit card or mail me a $65 check Please note The supervisor came over and was actually pushing me into changing my flight to the next day for an additional $99 change fee and $65 luggage fee. part of another scam to get more money!? Seemed like they really wanted me to on the next day flight. They did email me to travel on another day! See attached They also emailed me saying printing bag tag was OPTIONAL in *** See attached

      Business Response

      Date: 09/18/2022

      Hi *****, 


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


      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



      Visit a Spirit kiosk at the airport to print your own bag tags and tag your own bags. Make a quick stop at Bag Drop, where you present your ID & your boarding pass (paper or mobile). Then youre on your way to the boarding gate. 



      Upon reviewing your reservation, I see your bag tag was printed at the kiosk in ***. As a one-time courtesy, I have gone ahead and issued a refund in the amount of $40.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 



      Additionally, guests who miss their flight are offered the $99 same day change fee to be re-booked for the next available Spirit flight as a way to assist instead of making guests buy a brand-new flight ticket, as flights booked on the same day of travel are typically more expensive. 

    • Initial Complaint

      Date:09/05/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My husband and I Book a anniversary gift To ******* ******* in October. That was in May ever since then we have been trying to cancel they keep telling us that they cannot cancel they can only give us credit but we want a refund when I refund in the process of all that we've had several things go wrong I was in a car accident we had several cases of covid at home currently we have 2 sick kids with covid. We just don't have the funds for it I told spirit that they cuthey keep telling me that they need a physician's note a physician's note 2 canceled the flight because it because of my car accident. No one was hurt in the car accident it was only myself on my way to work when it happened at 1:20 in the morning With a family of 7 Going from 2 cars to one has been a struggle again I notified spirit data as well and they refused to cancel and refund the flight back to me they keep offering credit and I don't want that because we will not be flying or traveling anytime soon. As to our funds are not there. I made multiple temps to cancel this and they refuse to. We were told number of times that it was canceled and then my husband would keep getting emails of a change of flight. Please help. It's currently in my husband's name ***************************. We shared the same address. Our Confirmation number for spirit is BMM1QE. If you have any questions please contact myself or my husband.

      Business Response

      Date: 09/18/2022

      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.



      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 is still scheduled, we are only able to provide a Reservation Credit  at this time.



      As your flight was booked using a credit your refund will be in the form of another credit. Please confirm you would still like to cancel your reservation. 

    • Initial Complaint

      Date:09/04/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 for my step son, his wife and kids for august 26,2021. His wife and kids ended up with covid on august 23 and were unable to fly. I contacted spirit and was told I would receive a refund if I provided doctor documentation. I provided this information but then only received a credit. The credit must be used within 90 days. I contacted spirit to use the credit again for my step son and was denied to use the credit even though it was clearly explained that anyone involved in the original booking would be eligible. At this point 921..00$ is going to waste and in my opinion was stolen by spirit

      Business Response

      Date: 09/18/2022

      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 is unable to travel for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time. 



      I have reviewed ****'s reservation and I see he was bale to use the credit to book a new flight and completed travel. 



      There is still a balance of $205.88 remaining on the credit. 

      Customer Answer

      Date: 09/19/2022

       
      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:09/03/2022

      Type:Product Issues
      Status:
      Answered
      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 would like to make three separate complaints against Spirit Airlines and the lack of communication received on WhatsApp.First my wife is pregnant and I was told this flight was canceled and I was getting a reservation credit Flight Confirmation: XCE2XL. Flight has not been canceled nor have I received any form of credit. I was told this twice on your WhatsApp conversation still nothing has happened.Complaint number two...I was given four vouchers that expired an October 4th and none seemed to work *****************erin *****$46.5October 4, 2022 *****************erin *****$46.5October 4, 2022 *****************joel ******$46.5October 4, 2022 *****************joel Complaint number 3 is tied to number two I tried to use them when I booked this flight because so it should be nearly free but I had to pay full price confirmation code OC3PWL Please help to resolve these issues and improve the communication received

      Business Response

      Date: 09/15/2022

      Hi ****, 


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


      Plans change we understand and that's why we offer several options on how to change or cancel your reservation. The quickest and least expensive option is to visit "My Trips" and make modifications yourself. Changes can be made up to an hour before scheduled departure. 

      I have gone ahead and 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: XCE2XL
      Amount: $194.42
      Expiration date: December 12, 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-



      The value of a Future Travel Voucher is applicable towards the flight only portion of the Base Fare and not of the flight price. In order to view the amount that your voucher should cover, when you're booking your flight on spirit.com, once you click the drop-down arrow next to Flight Price, your voucher will go towards a portion of the Flight breakdown. Vouchers will not cover any additional government surcharges, passenger usage charges, or compliance fees. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. You dont have to fly by the expiration date, just make a reservation before it expires.


      There are times when the fare is super low, and the voucher may not cover much. In these instances, you're still getting a great deal on a flight. So, it may be best to save your vouchers for a more expensive fare.

      With that said, the flight that you are trying to book could have a flight portion that is so low that there is almost nothing the voucher could cover. You can say that the reservation you are booking mostly consists of taxes and charges, that of which the vouchers can't cover. If your itinerary is flexible, you may want to try other dates or routes to maximize the use of your voucher.


      I do apologize but we are unable to override the features of the voucher. 

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