Business Profile

Airlines

Spirit Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

4,293 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.

Initial Complaint
Date:09/02/2022
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/about September 2nd I showed up for a flight that was scheduled to depart at 1:30pm. I checked in my luggages; TSA took a bit longer as their new machine failed to operate as efficiently as they had hoped. Most of my party made their way to the gate which the rep who checked us in called up to let them know we were en route. They stood there watching the plane docked meanwhile being told the flight time was changed to 1:02pm instead of the delayed time we were initially told. A 2-hr trip to ************ ended up consuming my entire day, the fatigue plus added aggravation & monetary expenses I didnt plan for. When leaving the airport, spoke with TSA to let them know how the airline left us (without mentioning which airline it was) & claim TSA shouldve called to let them know the machine was inoperable and to that TSA confirmed Spirit is known to do this type of things so it has no bearing on them (TSA). If this is the norm, how are they still allowed to continue doing business in this country?
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.

As per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with Spirit, even in the event of a delay, we still highly recommend that you arrive at the airport and remain at the gate based on the original time of departure.

Flight statuses can change at any time, and if we have the opportunity to get you on board our aircraft sooner, well certainly take advantage of that.

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: **********;********
Voucher code: 45385584517300001

Amount: $50.00
Expiration date: December 12, 2022

Guest name: CAYDEN *****
Voucher code: *****************
Amount: $50.00
Expiration date: December 12, 2022

Guest name: ************;*****
Voucher code: 45385560101300001
Amount: $50.00
Expiration date: December 12, 2022

For information on how to redeem your voucher, click here.
Initial Complaint
Date:09/02/2022
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.
The employee acknowledges me and lets me know she will be with me in a minute. It seems to be taking a long time, but before the employee looks at me she looks at the 10 scattered luggages and says that she must go now and get the luggage. She gets up from her desk to attend to her more important duties. The lady behind me is outraged. She starts to yell and scream at the top of her lungs. She screams that those people aren't even here and she needs to help us first. The employee, whose name I would later learn to be *****, continued to gather the luggage one by one at a minimal speed. (Shouldn't there be a cart the employee can use to make less trips so that the very tired passengers don't have to stand and wait for this?) This is when the passenger who is behind me in line moves over to block *****'s path, she makes a jump to step in her face and gets right in *****'s nose to nose position and yells, You better help me get me bags now or Imma kick your a** ***** stops and tells the passenger who is a White ***** that she is on camera and if she does anything security will come. And the White woman says I don't care, get them! I want them to come. I notice the customer service number on some signage in the office so I call it to see if there is someone to help *****. The lady on the phone explains that she is the call center and the representatives does start till 7am. So I go to help ***** pull in the last two very important baggage and begin to video ***********Once the luggage was all collected ***** returned to her desk and that's when she noticed I was filming the incident. She asks, Are you filming me? I said yes and she picked up the phone and called the police. Why were the police called on me? It was most definitely because I am Black. It was most definitely traumatizing to be treated like this. They keep sending me tp the app to file claim but the claim form is scrambled and difficult to navigate. Everybody don't have the latest smart phone or bandwidth.
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.

I truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our Director of Airport services for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

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.

I see you have already reached out to our Central Baggage Team to start the claim process, please reply back to them as they are requesting information from you.
Customer Answer
Date: 09/15/2022

Complaint: 17898496

I am rejecting this response because:

I have been in touch with the bag claim and have filled out the form and it was rejected. I have done all the necessary steps to be made whole again while the Airline continues to make me jump through hoops. I had an iPhone 11 when I took the trip but now I seem to need a more complicated computer system just to fill out the claim form. It should not have to be so difficult especially considering the very stressful trip I endured in their hands.
I did not lose my luggage it was lost by them.
This is concerning because they continue to practice systematic racism by making me proceed in ways that can only be completed with resources I do not have. The form they are referring to comes up scrambled on my platform and I have updated all my platforms. It is not user friendly and the size of my undergarments should not matter!
Every item on the receipt is what I want to be compensated for plus the expense of ticket. I offered to go over each item with them on the phone if it must be done in that manner the Airline should make sure their passengers are equipped with the proper equipment and if not they can use theirs to get the forms they need filled out since the form does not load properly on all platforms.
I should not have to go out and buy a new computer. I still need assistance with this. Further more the Airline has an open case on my complaint and its been over a month with no follow up. It should not take that long to address the issue with the employee involved.
Still waiting.

Sincerely,

************************************
Business Response
Date: 09/15/2022
Hi ****,

We appreciate your continued correspondence through the Better Business Bureau

All claims for compensation must be filed with our Central Baggage Team. You may also check the status of a claim by calling the *********************** team at **************.
Customer Answer
Date: 09/15/2022

Complaint: 17898496

I am rejecting this response because:
They said absolutely nothing about the ongoing investigation nor did they address my concerns.

Sincerely,

************************************
Business Response
Date: 10/14/2022
Hi Kesi,

We appreciate your continued correspondence through the Better Business Bureau.

My name is ****** and I'll be further addressing your concerns. I'm very sorry that your luggage was mishandled. After careful review, I see that you have been in contact with our Central Baggage Team recently (10/5). Please see below for a copy of the correspondence sent to you.

"Hello,
You informed that the items you listed on the claim form are the ones inside your bag when your luggage got lost. But looking your itinerary your flight was on 8/4. And all the receipts you provided for the items inside your bag that match the list on your claim form are from 8/5. In order to search for your lost bag we need you list all the items that were inside your bag when this one got lost. You can go back to the claim form and fix it.
Thank you"

I was unable to find that you responded to the message. Please be sure to follow up with our Central Baggage Team directly for immediate assistance.
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: 17898496

I am rejecting this response because:
I followed the direction of the representative and called the baggage number she supplied to get assistance. I spoke to ***** who said she could not help me with the online baggage form. I was unable to open the form on my iPhone11, which is the devise I used to purchase the airline ticket. So finally I went to neighbors house and sat there all Saturday and finished the online claim on his desktop. I was contacted by baggage rep who asked for a pic of my ID and address. I was under the impression that it was submitted properly especially since I had been in touch almost daily due to the fact that the process in inaccessible to average people with less resources and I had to make *** inquiries to the agents order to get it submitted. It is going 3 months and there now telling me that the form is incorrect and I need to fix it. When I go online to fix it I get all kinds of error messages. I spent an hour this morning and no progress (see attached) it is a form built with disparity as it's design as I am sure many have had to just give up. I need my reimbursement and its looking like Ill need small claims court to get it.
Sincerely,

************************************
Business Response
Date: 10/24/2022
Hi ****,

We appreciate your continued correspondence through the Better Business Bureau.

My name is ****** and I'll be further addressing your concerns. I'm very sorry that your luggage was mishandled. After careful review, I see that you have been in contact with our Central Baggage Team recently (10/5). Please see below for a copy of the correspondence sent to you.

"
Hello,
You informed that the items you listed on the claim form are the ones inside your bag when your luggage got lost. But looking your itinerary your flight was on 8/4. And all the receipts you provided for the items inside your bag that match the list on your claim form are from 8/5. In order to search for your lost bag we need you list all the items that were inside your bag when this one got lost. You can go back to the claim form and fix it.
Thank you"
I was unable to find that you responded to the message. Please be sure to follow up with our Central Baggage Team directly for immediate assistance.
If you have any concerns regarding any other issue, I'm here for you.

Sincerely,

Dedrie
Corporate Consumer Relations
Customer Answer
Date: 11/01/2022

Complaint: 17898496

I am rejecting this response because:
I resubmitted the form on 10/25/2022 and have not heard back nor have I been reimbursed.
Sincerely,

************************************
Customer Answer
Date: 11/03/2022

Complaint: 17898496

I am rejecting this response because: I resubmitted the form on 10/25/2022 and have not heard back nor have I been reimbursed.

Sincerely,

************************************
Business Response
Date: 11/06/2022
Hi Kesi,
We appreciate your continued correspondence through the Better Business Bureau.
Our records show your claim is still being reviewed, please continue to follow up with our Central baggage Team for further assistance.
Initial Complaint
Date:09/01/2022
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 recently charged the annual fee of $69.95 for the spirit saver club membership. I did not want to continue the subscription so I cancelled it through the website. The website told me my benefits would end in 24 hours after I cancelled my membership. Because of this I expected a refund, either full or pro-rated, to compensate me for the unused portion of the yearly fee I was charged.I spoke with a representative through the website who acted like they didn't understand my request and was not able to give me a refund.After closely examining the terms and conditions of the spirit saver club, it said that I could cancel anytime and, while it said the fee would not be refunded, it did not state any relinquishing or forfeiting of remaining benefits for the year term the fee applied to.Because your website stated that all my benefits would cease 24 hours after cancellation of the spirit saver club, I feel you have violated the terms of your agreement.I think it is reasonable to expect either:a) a pro-rated reimbursement for of the fee (particularly given that I haven't used the club or benefits at all since the most recent fee was assessed)or b) A re-instatement of my membership, with full benefits going through the remainder of the year term, with no automatic renewal.Thank you.My spirit ID is *********.
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.

I have reviewed your account and I see your refund has been processed in the amount of $69.95 back to your card ending in 1003.

Its important to know that when you cancel your membership, you will no longer have access to the ultra-low club fares and member-only bags, seats, and options savings. Also, we dont refund or pro-rate the membership in the event you decide to cancel.
Initial Complaint
Date:09/01/2022
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.
Hi, I recently flew Spirit Airlines on Aug 31 2022, my confirmation number is CMZPSH. I had already paid upfront for 2 checked bags with the airlines and was good to go at the airport. Upon checking in at the airport Spirit counter the attendant asked for the credit card and charged additional 60$ for the checked baggage. I only had 2 checked bags with me for which I had paid upfront, I didn't expect the attendant to charged additional 60$ for this. I even asked the attendant for this charges and she didn't even bother to respond on this. I ask for a refund of my 60$ which I was over charged by the airlines for no reasons.
Business Response
Date: 09/14/2022
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 the $59.00 charge is for the overweight fee for your bags.

Any checked baggage that exceeds the standard size and weight limit including handles and wheels is subject to excess baggage charges in addition to the standard checked baggage charge (a standard checked bag is defined as a bag not exceeding 62 linear inches in overall dimensions (Length + Width + Height) and 40 pounds in weight). I've provided a link below with more information. Just scroll all the way down for our overweight charges.

www.spirit.com/optionalservices
Initial Complaint
Date:09/01/2022
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 arrived at the bag check counter 45min before my departure, as required in the Spirit Airlines "How Early Should I Arrive" page. The counter was unstaffed, meaning I could not drop off my checked bag. Confused, I tried to use the kiosk to see if it was automated and it was not. I was informed that the agents leave the bag drop an hour before the flight and were gone. This caused me to miss the flight and require rebooking. Spirit had no other flights today, so I had to move to Delta. I am requesting a refund of my flight costs and for Spirit to cover the cost of my new flight. Had they had any agents at the bag drop off, I wouldn't have missed my flight nor would I have had to rebook. The 1 way fare on Delta was $997 plus their $30 bag fee. Thank you.
Business Response
Date: 09/14/2022
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.

Our records show you arrived at the kiosk at 5:22am which was after the 5:15am cut off time for your flight. Please be advised our daily ticket counter hours in ************** are:

4:30 a.m. - 11:30 a.m.
2:30 p.m. - 6:30 p.m.

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

While I am unbale to honor your request for reimbursement of your Delta flight, I have issued a reservation credit for your missed flight.

This Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated.

You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.
The information to your credit is below.

Reservation Code: RWB28B
Amount: $254.18
Expiration date: December 11, 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: 09/15/2022

Complaint: 17809950

I am rejecting this response because: There appears to be two fundamental misunderstandings in the response received - 1st, I was there 45-minutes before the flight and only scanned into the kiosk after trying to find a Spirit employee, asking a Delta employee, trying to call someone, and then finally seeing what the kiosk had to say - and 2nd, despite saying that the hours of operation are 430-1100, there were zero Spirit employees at the desk at 5:15.
With respect to the first issue, the Delta employee told me that the Spirit desk is abandoned 1-hour before flight and that "they've been gone for a while" when we walked up to the check-in gate at 5:15am. After booking a new flight with Delta, security was very light that morning and I was in-line and then through TSA in less than 10 minutes with TSA Pre-Check. I would have made it to my Spirit flight if someone had been there to take my checked bag at 5:15. Heck, if I could have gone through security with the liquids, I could have gate checked the bag and still made my flight. The flight was missed because Spirit was not at the check-in counter at 5:15.
With respect to the 2nd issue, leaving the desk empty an hour before takeoff made it such that I was unable to make my flight. That was the issue, not that I had arrived late, but that Spirit wasnt there to assist me. Had someone been there, I would have at least been given the curtesy to try and run to the gate and try to make the flight. Even if my bag didnt make it and was sent on the flight the next day, I would have been in my destination. When I called customer support, the gentleman told me that he couldn't rebook me and that I'd have to talk to one of the agents. I had to reiterate to him that I was in this situation because there were no agents to speak to. He was audibly confused that there were zero employees. He told me to speak with airport security because "they would know where to find them." I'm not sure what that meant. Either way, had employees been present at 5:15 when I arrived, I would have made the flight before the doors closed.
The response from Spirit is misleading and misunderstanding of important facts (1- I was there at 5:15am as required, 2- There were no Spirit employees at the counter and they had "been gone a while.") The response in therefore insufficient. A reimbursement of the costs associated with Spirits failure to have an employee at the check-in counter 45-minutes prior to departure is fair and reasonable. I am not asking for compensation for my time, nor anything else, simply the additional costs incurred by rebooking with Delta. I'd even be willing to accept a reimbursement of the difference in fares (Delta Airlines flight minus Spirit flight) because I still got to my destination.

Sincerely,

*****************************
Business Response
Date: 09/15/2022
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: 09/16/2022

Complaint: 17809950

I am rejecting this response because: there is no explanation or refutment of the two points I clarified that were clearly misunderstood.
Please re-read my previous reply and provide a response to the two important points being made. Why was no one there at 5:15am, well within the 4:30 to 11:30 hours listed in Spirit's 1st response.

Sincerely,

*****************************
Initial Complaint
Date:09/01/2022
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.
Theres multiple issues. 1. Spirit app wouldnt allow me a to save a payment method so I could pay for baggage online before arriving at airport. At time of check in I tried to add carry on but kept getting an oooops error. Ended up having to pay $99 for bag at gate. 2. Spirit airlines was aware of air traffic but didnt communicate information to connecting flight nor to passengers. If I knew I would be stranded in ********* I wouldve remained in houston and took another carrier or later flight. Instead Spirit airlines forced passengers onboard plane so they could wait on plane an additional 45 mins onboard before takeoff. Upon arrival at airport, ************* lied that connecting flights were waiting for delayed passengers to board (shocking to me since prior to pilot message I checked the app and saw my flight was rebooked for following afternoon); only for us to race to gate and see they had shut door for boarding (plane departed ***** mins later). When gate attendant came up to desk he ignored us. We tried to ask what we should do & he said yup you missed your flight then ignored us and walked off as we were asking him what to do next. Asked a number of other gate attendants before 1 advised us to exit airport security and speak to agents at checkin. Checkin agents told us delay wasnt their fault. Onboard, pilot mentioned delay was due to fueling & traffic; Agents at checkin told us delay was due to weather so Spirit would not provide any meal tickets or accommodations for delay and flight being missed (first time Ive dealt w/ an airline that treated their own connecting flights/jets as an other carrier/3rd party) . Ive had a few hiccups w/ Spirit in past and avoided the airline as a result but had never experienced unprofessionalism like this before. Had I known this was their policy/behavior towards long time customers I wouldve flown with someone else. Its like all their services are broken (from app to plane to staff). Worst airline ever
Customer Answer
Date: 09/06/2022
1. Spirit website and app not functioning properly while attempting to check in (wouldnt save my card info) so forced me to pay higher price at gate. Why should passengers be forced to cover expenses for Spirits service unreliability. 2. Spirit Airlines forced passengers to board plane so they could have us wait an additional 45 mins before take off due to fueling issues but then changed reason to being weather related so that they couldnt be held responsible for the late departure. They even went as far as to rebooking our connecting flight tickets to the next day while we were in the air. Upon landing the pilot & staff claimed the plane was waiting for us so we ran to the gate only to see they closed the gate and the plane was still attached to the gate and loading luggage. When asked what could be done about the situation the gate attendant ignored us and walked off. After asking multiple staff members, we were instructed to exit airport security and seek assistance from ticketing. Staff at ticketing only offered to refund a portion of flight and refused to provide accommodation or meal credits for overnight delay. Abandoned passengers like myself where forced to make own accommodations at our own expense.
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.

I truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our Director of Airport services for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

I'm sorry that you missed your connection. Our records show that your outbound flight was delayed due to weather/Air Traffic Control which is outside of Spirits control.

While Im unable to issue compensation for your out of pocket expenses. Id be happy to issue future travel vouchers for you.

While I know we can't change your past experience, I'm hoping a Future Travel Voucher will encourage you to give us another chance to serve you. I've created a voucher in the amount of $50.00 that you can use towards your next Spirit flight.

Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.

Guest name: ***************************
Voucher code: 45393514606500001

Amount: $50.00
Expiration date: December 12, 2022

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

Additionally, I have gone ahead and refunded the difference in your carry-on bag fee in the amount of $41.00 back to your card ending in 2955. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.
Initial Complaint
Date:08/31/2022
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.
in November 2021 I had booked a flight to ******* ***. but unfortunately I broke my femur causing me to cancel my flight, My son called Spirit Airlines and explained the reason for the cancellation and requested a refund. He was told that a credit of $317.00 will be available up to a year. On August 31, 2022 we went to use up her credit of $317.00 and was told the credit expired in Feb 2022.
Business Response
Date: 09/14/2022
Hi ******,

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

All reservation credits are valid for 90 days. I have reviewed your reservation and I see your credit has been extended.

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: QIIIRD
Amount: $371.16
Expiration date: December 06, 2002

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:08/31/2022
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 7/1/22, I booked a Spirit Airlines flight. I made a mistake and put my domestic partner's name instead of mine as the passenger. I immediately called Spirit. I asked if they could change the name on the ticket. They said they could not. They said they could cancel the flight for me, provide a full refund, and I could book again. I told them that's what I wanted to do. I ended the call assuming this would be done, and I booked another flight (the same flight with my name as the passenger). Three weeks later, on 7/24/22, I called Spirit **************** because I had yet to receive my refund. They told me they had no record showing that I asked to cancel the flight when I called on 7/1/22. After some back and forth, the customer service representative told me they could perform a "call review," meaning they would go back and listen to the recorded call from 7/1/22 to determine whether or not I had, in fact, asked for a cancellation and refund. They said it would take **** days to perform the "call review." I asked for email confirmation that this would happen, and they told me they could not provide that. Fifteen days later, the "call review" still had not been completed. I called Spirit again to check on the status of it. They said they could not provide updates on the statuses of "call reviews." They also told me that I should submit a complaint ticket through their website. No one told me to do this on my previous call. I submitted a complaint ticket on 8/8/22 and explained all of what I've explained here thus far. On 8/16/22, I received an email asking me to provide information to confirm I was the right person who submitted the claim. I provided this information. On 8/31/22, I received an email from Spirit saying that I had not boarded my flight (it departed on 8/11/22), and that since I never cancelled, I could not be refunded. They never addressed the "call review" in the email. I emailed them back to say I would contact you due to their incompetence.
Business Response
Date: 09/14/2022
Hi ****,

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

I have reviewed *****'s reservation DE1ISC and I see no call was placed on July 1st. Can you please provide the number you called and the number you called from so I may request a call review.
Initial Complaint
Date:08/31/2022
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.
They won't give me my money back or credit and spirit can't do nothing do to COVID I could not go to ***********
Business Response
Date: 09/14/2022
Hi ******,

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

All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure.

I have reviewed your reservation S9NHRL and I see you were issued a full reservation credit for your canceled flight which has since expired.

I have gone ahead and reinstated 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: S9NHRL
Amount: $458.36
Expiration date: December 11, 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:08/31/2022
Type:Delivery 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.
Items stolen from my luggage, request replacement.
Business Response
Date: 09/13/2022
Hi ****,

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

To better assist you, please provide your name (as it appears on your reservation), confirmation code, and e-mail address used when booking your reservation.

Once received, Ill do all that I can to help!

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When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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