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

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  300 World Way #a Los Angeles, CA 90045-5899

• 

  Spirit Airlines

  5300 Riverside Dr Concourse B Cleveland, OH 44135

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:05/31/2025

  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 requesting reimbursement or reasonable compensation for my babys stroller, which was significantly damaged due to negligent handling by Spirit Airlines staff. I personally witnessed the stroller being mishandled, which led to visible and functional damage. Spirit has denied liability citing general policy, but this was not a case of normal wear and tear it was a result of clear negligence.The stroller is valued at $866 and is an essential item for infant travel and safety. I checked it in good faith, expecting it to be handled with care. I am seeking compensation in the amount of $866 to cover the cost of replacement.I am open to a fair and prompt resolution. If Spirit accepts responsibility and compensates accordingly, I will consider the matter resolved.

  Business Response

  Date: 06/05/2025

  Hi *******, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear that your item was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  Know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.
  
  You can use the link (******************************************************************) to initiate/update your mishandled bag claim. 
  
  Please stay in direct contact with your claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.  
  
  
  Have a wonderful day!
  

• Initial Complaint

  Date:05/31/2025

  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 booked an afternoon non-stop flight from *** to *** and the airline took away that option that I had purchased and offered a refund or change to a connecting flight or an early morning nonstop. We moved our plans around to the accommodate the airlines new schedule and had family available to watch our kids because we would now be getting in much later due to the connection and not being able to take the earlier nonstop. Unfortunately, those plans fell through and we needed to book with an airline that offered a flight closer to our original. When I called to request a refund instead of a free change, they cited their policies, and denied my refund. They want to keep my money simply because they were so generous to allow to me to change to another crappy itinerary that never really worked for my family and caused others to be potentially inconvenienced and kept citing policy, which is in violation of the *** guidelines that require airlines to offer refunds if: The airline cancels your flight, on makes a significant schedule change, and you choose not to travel. Even if you initially accepted a rebooking, *** has stated you still qualify for a refund if you later decline to travel due to the schedule disruption.Key *** Regulations Supporting Your Refund Rights - Definition of "Significant Change": The *** defines a "significant change" as:A domestic flight departing or arriving more than 3 hours earlier or later than originally scheduled.A change in the origination or destination airport.An increase in the number of connections.A downgrade to a lower class of ********** my case, NK increased my number of connections, and I accepted an alternative because no better options were available at the time. you are within your rights to request a full refund, as per *** regulations. According to the *** at ****************************************************** passengers right to a refund does not go away because they initially accepted a rebooking.

  Business Response

  Date: 06/04/2025

  Hi ******,
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your flight interruption in reference to your Schedule Change.
  Schedule Changes are inevitable for all airlines and are necessary at times to support operational needs and to better service our guests. 
  
  If the schedule change does not work for you, we can offer you one of the following: a refund to the original form(s) of payment, re-accommodation on the next available Spirit flight or a reservation credit. 
  
  Upon review, our records show you were previously assisted. A refund was issued on 05/31/25 for the MCO-PNS-DFW flight. $57.99 was refunded to the **** ending 7369. There is no refund due for the DFW-MCO flight as travel has been boarded and completed. Spirit does not issue refunds for services rendered. Refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds.
  
  Spirit does not provide reimbursement or compensation for schedule changes.
  
  We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23401335
  
  I am rejecting this response because:

  I had to pursue this refund request and eventually get the refund for the return flight via assistance from ************************ 
  

  For some reason, none of the 90 minutes I spent on the phone with two of your supervisors myself, spelling out the federal regulations that require refunds to be offered in circumstances such as mine regardless of the passenger having previously accepted an alternative accommodation, was good enough for them. But as soon as I got Cheapoair on the line and they went to a supervisor, my demands were met. I dont understand this.

  At this point, I want an additional flight credit or small compensation for the time I had to spend fighting with your supervisors and being denied what was within my rights to receive, as well as an acknowledgment that you were in violation of those guidelines and federally mandated regulations.

   

  Just because a passenger accepted an alternative flight option does not waive their right to a refund if the new schedule no longer works for them. Remember, I had an evening nonstop flight and you took that option away and replaced it with connecting flights. 
  

  Acknowledgment and trip credit, gift card, whatever you feel is most appropriate for the time I wasted and the frustration I experienced with your customer service team.

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

  Business Response

  Date: 06/05/2025

  There is nothing further due. You were initially offered the courtesy rebooking and then called back to have the booking modified after your one-time courtesy. You were advised of the polices and refused to pay the modification fee and price difference. The refund was issued as a courtesy after you already accepted the rebooked flights. 

  Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.

• Initial Complaint

  Date:05/31/2025

  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 hereby reiterate the compensation request on behalf of passenger Ms. ****** ******* ******** *******, related to flight Spirit - 2757, which took place on 23 May 2025, from ******* (MCO) to ********* (PIT), as documented in File ID **************** reported, Ms. ****** was unexpectedly forced to check one of her carry-on items at the gate under the threat of denied boarding, resulting in an extra charge of US$91.00. Upon arrival, she immediately noticed that her carry-on bag valued at over US$1,500.00 was crushed and permanently damaged. A formal complaint was filed immediately at the airport, with the bag shown to Spirit representatives.Despite that, the only response received was a vague and generic denial claiming normal wear and tear, and requesting that she return to the airport in person an unreasonable requirement that ignores the original in-person report and adds further financial burden (travel, parking, legal fees).Ms. Valria, now in ***************, has personally visited a Spirit counter more than once in a genuine effort to resolve the issue, but has received only evasive answers and no solution.We emphasize that the Montreal Convention of 1999, fully in effect and binding in the *************, clearly establishes in Article 17(2) that the air carrier is strictly liable for any damage to checked baggage while in its custody including forced gate-checked bags such as in this case.Therefore, we are proposing an amicable resolution via a compensation payment of US$1,800.00, covering:Replacement value of the damaged bag (approx. US$1,500.00).Reimbursement of the forced baggage fee (US$91.00).Minimal compensation for incurred costs and inconvenience (US$230.00).This proposal is presented to avoid litigation, which would otherwise include moral damages and result in higher financial and reputational exposure to the airline.

  Business Response

  Date: 06/05/2025

  Hi *******, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  Know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.
  
  You can use the link (******************************************************************) to initiate/update your mishandled bag claim. 
  
  Please stay in direct contact with your claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.  
  
  
  Have a wonderful day!
  

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23401215
  
  I am rejecting this response because company did not follow the Montreal Convention of 1999, fully in effect and binding in the *************, clearly establishes in Article 17(2) that the air carrier is strictly liable for any damage to checked baggage while in its custody including forced gate-checked bags such as in this case. Instead, it requested that a new complaint be filled.  
  
  Sincerely,
  
  ******* ******* ******** *******

  Business Response

  Date: 06/16/2025

  Below is the response you were sent by our Baggage Team. As you were previously advised you must return to the airport for any further assistance. Furthermore, the convention you mentioned does not apply to domestic flights. 

  - Intake Rejected

  Hello *******,
  
  
  The review of File ID ************* is complete. The damage to one of your checked items appears to be normal wear and tear which can be expected with checked baggage. There is no compensation associated with this type of damage.
  If you would like to continue with creating a damage report, please return to the airport with the baggage and your File ID and obtain assistance from a Spirit *************** Agent.

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23401215
  
  I am rejecting this response because: A formal complaint has already been filed with Spirit Airlines and all supporting documentation was provided. 
  As reported, Ms. ****** was unexpectedly forced to check one of her carry-on items at the gate under the threat of denied boarding, resulting in an extra charge of US$91.00. Upon arrival, she immediately noticed that her carry-on bag valued at over US$1,500.00 was crushed and permanently damaged. A formal complaint was filed immediately at the airport, with the bag shown to Spirit representatives.
  Despite that, the only response received was a vague and generic denial claiming normal wear and tear.
  We emphasize that the Montreal Convention of 1999, fully in effect and binding in *****************, clearly establishes in Article 17(2) that the air carrier is strictly liable for any damage to checked baggage while in its custody including forced gate-checked bags such as in this case.
  Therefore, we are proposing an amicable resolution via a compensation payment of US$1,800.00, covering:
  Replacement value of the damaged bag (approx. US$1,500.00).
  Reimbursement of the forced baggage fee (US$91.00).
  Minimal compensation for incurred costs and inconvenience (US$230.00).
  This proposal is presented to avoid litigation, which would otherwise include moral damages and result in higher financial and reputational exposure to the airline.
  
  Sincerely,
  
  ******* ******* ******** *******

• Initial Complaint

  Date:05/31/2025

  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.

  Details provided in attached document.

  Business Response

  Date: 06/05/2025

  Hi **** ******, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am so sorry that the level of service you received fell short of excellent. 
  We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. Ive shared your comments with the ******************************* 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 review, our records show your concerns were thoroughly reviewed, reports were gathered, and a response was sent back to you by our ************ Team.  
  
  Our position remains unchanged, if you have any other additional concerns or questions you can reply to our ************ Team. We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies, unfortunately, we are unable to issue any further
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.

• Initial Complaint

  Date:05/31/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Expired Free Spirit Points Without Prior Notification Dear Spirit Airlines Customer Service,I am writing to express my disappointment regarding the expiration of my ***** Free Spirit points (see Attachment 1). While I understand that Spirit Airlines reserves the right to expire points, the fact that this occurred without any prior notification or clear communication is both frustrating and discouraging.Frequent flyer programs are meant to reward customer loyalty, not penalize it through a lack of transparency. As a customer who has chosen ********************** repeatedly, I believe it is reasonable to expect timely notifications or reminders when points are approaching expiration. Unfortunately, in this instance, I received no such notice, nor was I clearly informed about the expiration policy in a way that was accessible and prominent.Expiring points without proactive communication not only creates a negative experience but also undermines the trust and loyalty Spirit aims to build with its customers. I respectfully request that my ***** expired points be reinstated as a gesture of goodwill, and that Spirit consider improving communication around point expiration to prevent similar issues for others.I hope to see this matter resolved promptly and appreciate your attention to my concerns.Sincerely,Dongxu He ********************** My Free Spirit Account Number: **********

  Business Response

  Date: 06/04/2025

  Hi Dongxu He,
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your expired Free Spriit points. 
  
  Upon review, our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remain unchanged. To reiterate, your ***** points expired last November 18, 2024, due to inactivity.
  
  Points wont expire as long as you continue to earn or redeem with Spirit or with Free Spirit partners within 12 months.
  Can my Free Spirit points expire?  Spirit Support
  I have also provided the Free Spriit Terms and Conditions, which were required in order to join the program. 
  Points in a Members account do not expire so long as the Member generates Points activity, i.e., either accrual or redemption of Points at least once every twelve (12) months. Points will expire twelve (12) months from the last accrual or redemption activity on the account, regardless of when the Points were originally accrued or set to expire. Free Spirit credit card holders Points will not expire as long as the Free Spirit credit card account remains open. Once a Members Free Spirit credit card account is closed, the foregoing expiration rules apply.
  free-spirit-terms-and-conditions.pdf
  We are unable to honor your request to reissue your points. This decision is not based on a 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 our guests.
  
   
  
  Thank you and have a nice day!
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23400605
  
  I am rejecting this response because: I believe it is reasonable to expect timely notifications or reminders when points are approaching expiration. Unfortunately, in this instance, I received no such notice, nor was I clearly informed about the expiration policy in a way that was accessible and prominent. Expiring points without proactive communication not only creates a negative experience but also undermines the trust and loyalty Spirit aims to build with its customers.
  
  Sincerely,
  
  Dongxu He

  Business Response

  Date: 06/06/2025

  As previously stated, our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remain unchanged. To reiterate, your ***** points expired last November 18, 2024, due to inactivity.
  
  Points wont expire as long as you continue to earn or redeem with Spirit or with Free Spirit partners within 12 months.
  Can my Free Spirit points expire?  Spirit Support
  I have also provided the Free Spriit Terms and Conditions, which were required in order to join the program. 
  Points in a Members account do not expire so long as the Member generates Points activity, i.e., either accrual or redemption of Points at least once every twelve (12) months. Points will expire twelve (12) months from the last accrual or redemption activity on the account, regardless of when the Points were originally accrued or set to expire. Free Spirit credit card holders Points will not expire as long as the Free Spirit credit card account remains open. Once a Members Free Spirit credit card account is closed, the foregoing expiration rules apply.
  free-spirit-terms-and-conditions.pdf
  We are unable to honor your request to reissue your points. This decision is not based on a 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 our guests.
  

  Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.

• Initial Complaint

  Date:05/30/2025

  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.

  Bought a plane ticket on April ******* Canceled within 5 min Still havent gotten my refund My Credit card company says the theres no refund

  Business Response

  Date: 06/04/2025

  Hi ******, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your booking issue in reference to the booking you cancelled. 
  
  Upon review, our records show you were previously assisted on multiple cases. Your concerns have been reviewed, and our position remains unchanged. To reiterate, confirmation code VGK8FY was cancelled via the Spirit website and a full refund was issued. $325.98 was refunded to the **** ending in 5153 on 04/29/25, the same day the booking was confirmed. There is no further refund due. Refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds.
  
  
  Have a great day! 

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23399380
  
  I am rejecting this response because: Based on the evidence and communication
  Ive received, it appears Spirit Airlines is not being forthcoming and may be providing false or misleading information.

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

  Business Response

  Date: 06/05/2025

  As previously stated, our records show you were previously assisted on multiple cases. Your concerns have been reviewed, and our position remains unchanged. To reiterate, confirmation code VGK8FY was cancelled via the Spirit website and a full refund was issued. $325.98 was refunded to the **** ending in 5153 on 04/29/25, the same day the booking was confirmed. There is no further refund due. Refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds.

  Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed, and the resolution has been thoroughly clarified.

  
  

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23399380
  
  I am rejecting this response because:Formal Complaint Regarding Unresolved Refund and Miscommunication

  
  

  Dear Spirit Airlines Customer Relations,

  
  

  I am writing to formally express my deep dissatisfaction regarding a refund issue that has been mishandled and misrepresented by your team.

  
  

  Despite repeated assurances from Spirit Airlines that a refund was processed to my credit card, my credit card company has confirmed on multiple occasions that no such refund has been received. This discrepancy prompted a three-way conference call involving Spirit Airlines, my credit card provider, and myself, during which it became evident that Spirit was unable to provide any verifiable proof of the transaction.

  
  

  I am deeply concerned about the lack of transparency, the continued misinformation, and the emotional toll caused by being repeatedly dismissed and gaslighted throughout this process. 

  Business Response

  Date: 06/09/2025

  Please see attached. This was also sent to the guest when the booking was cancelled and resent again today. 

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23399380
  
  I am rejecting this response because:

  I am writing once again to express my deep concern regarding the refund Spirit Airlines claims to have issued. Despite repeated assurances from your representatives, there is still no refund reflected in my account.

  
  

  I have verified this multiple times with my credit card provider, and they have confirmed that no such refund has been received on their end. We even participated in a joint conference call with Spirit Airlines, yet the issue remains unresolved.

  
  

  I have spoken with over a dozen representatives, each giving me different information none of which has led to a resolution or matched the facts confirmed by my bank.

  
  

  This situation is unacceptable and reflects poorly on Spirit Airlines customer service and accountability. I am requesting once more that you provide verifiable proof of the refund transaction (including the date, amount, and confirmation number), or issue the refund immediately.

  
  

  Please treat this matter with urgency. If no resolution is provided promptly, I will be forced to escalate this through formal consumer protection channels and dispute resolution agencies.

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

  Customer Answer

  Date: 06/12/2025

  Spirit Airlines has repeatedly misrepresented the facts regarding this matter. They claim the issue is resolved, yet I never received the $325.98 refund owed to me. No travel credit or voucher was ever offered as an alternative. Most recently, customer service falsely stated that a refund was processed on May 9ththis is simply untrue, as there is no such transaction reflected in my account.
  
  Its disappointing but not surprising, given Spirits widely known reputation for poor customer service and excessive hidden fees. This behavior reflects a concerning pattern of avoidance, dishonesty, and lack of accountability.

• Initial Complaint

  Date:05/29/2025

  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.

  Due to a flight schedule change by Spirit Airlines I lost a day of my Air BnB and had to leave *********** early. The four days I booked cost me $665.44 and I would like 25% of it back to recoup the lost day.

  Business Response

  Date: 06/04/2025

  Hi ******, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your flight interruption in reference to your Schedule Change.
  Schedule Changes are inevitable for all airlines and are necessary at times to support operational needs and to better service our guests. 
  
  If the schedule change does not work for you, we can offer you one of the following; a refund to the original form(s) of payment, re-accommodation on the next available Spirit flight or a reservation credit. 
  
  Spirit does not provide reimbursement or compensation for schedule changes.
  
  If you have any further questions or concerns, you can reply to this thread. Be sure to provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  Have a great day! 

• Initial Complaint

  Date:05/29/2025

  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 the morning of May 22, 2025 I checked into my flight using this airline's app. This is usually a quick, easy , and painless process. However, in this instance, instead of receiving a boarding pass, I was only met with a message telling me I was not able to check in online, and was forced to stand on a long line to retrieve a boarding pass from the desk agent. This was frustrating, but I arrived at the airport in plenty of time. When I arrived at the front of the line, I showed the agent my reservation and gave him my passport. The agent asked me when I planned to return, and I told him that I was returning on the following Monday (which I did, without incident, because my girlfriend has the return flight which I explained to the agent at the time). He told me that since I did not have a round trip ticket with Spirit, I needed to purchase a return flight at the desk despite the fact that I already had one. He explained to me that I would be able to cancel the return flight for full cash refund "later" (no specific window of time was mentioned by the agent). Upon my arrival at my destination, I went online to cancel the flight, and was not given the choice to receive a refund. Only pay a $100 cancellation fee and receive a credit for the rest. The agent never mentioned this cancellation fee, he never mentioned a deadline to cancel the flight, and he never told me that I would only be entitled to credit with the same deceitful organization. I think that Spirit Airlines should simply honor their employee's word and refund the money so I can move on and never deal with their company again.

  Business Response

  Date: 06/04/2025

  Hi *****, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about the booking you cancelled. 
  
  Guest do not need a return ticket when travelling domestic. 
  
  If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.
  
  If the above does not apply, you will receive a Reservation Credit. The full value of the reservation will be provided for Go Big, Go Comfy and Go Savvy bookings. A cancellation charge will be retained for Go bookings purchased after February 5, 2025.
  
  I was able to pull your reservation CPF74H, our record shows that this reservation was cancelled as requested via the Spirit website. The cancellation fee was applied, a Reservation Credit was issued for the balance, and an email confirmation of the guest-initiated cancellation was sent to the email address on file. As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable. 
  
  Additionally, there are no notes in your reservation to corroborate your claims. 
  
  The details of your credit, including how it can be used, can be found below.
  
  Your reservation credit:
  can be used for multiple bookings until the full value is used
  can be applied toward airfare, bags, seats, vacation packages, taxes, and fees
  can be redeemed by any Guest linked to the original reservation
  can be redeemed via ************************** or by calling Spirit reservations at ************
  is valid for trips booked within 365 days of issuance on any flight dates available in the system
  
  Reservation Code: ?CPF74H
  
  Amount: $125.01 
  
  Expiration date: May 25, 2026
  (Travel does not have to be completed by that date; however, a new reservation must be secured).
  
  Click here for more information on how to redeem your credit: ******************************************************************************************************************************
  
   
  Have a great day! 

• Initial Complaint

  Date:05/29/2025

  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.

  Bought flight through *******. Got to the airport checked in was upcharged for a seat because only seats left where an up charge. Asked the person helping at the desk if I have a carry on she told me my bag was a carry on. Got to the gate and they said I needed to pay a $100 dollar fee and check in my carry on. When I got in the plane there was plenty of overhead space for my bag to be a carry on and the charge was at least double what I would have paid when the First **** checked me in and uncharged me for the seat. Business is misleading on price and charges whatever hidden fees they can. In picture attached you can see there is plenty of space for carry on which is cheaper then checking in a bag.

  Business Response

  Date: 06/04/2025

  Hi *******, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  Im so sorry to hear about your experience. I completely understand how frustrating unexpected charges can be; however, we rely on the expertise of airport agents to assess the correct baggage charge based on our guidelines.
  Your ticket includes a free personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (18x14x8 inches) at the check-in counter, and at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur an additional charge. Keep in mind that baggage prices are cheaper when purchased in advance and online. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. Keep in mind that Guests can pre-pay for their baggage. Our team can verify that a bag is pre-paid for when their boarding pass indicates ancillaries. All baggage charges are non-refundable. The baggage sizes are listed on our website at the link below for your review: *******************************************************
  Please know that we do all that we can to ensure that our guidelines are followed on a consistent basis, and we will ensure that we address this matter on our end. 
  All Spirit bag charges are non-refundable. We appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy.
  
  Have a great day! 

• Initial Complaint

  Date:05/29/2025

  Type:Order 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 sent these advertisements to my email. Hi *******,Earning Free Spirit points has never been so easy.Join now and complete your first survey to earn 400 Free Spirit bonus points! I spoke with two representatives. They sent me two different password links. Neither one worked and then the representative said oh that program just started today. We cant help you. I Im a Spirit customer just flew with them in April. Why would you send advertising it to me? I take the time out of my day 25 to 30 minutes on the phone. You sent me two different emails both passwords rejected and then you tell me oh we just started that program today we cant help you thats false advertisement and I told them I was reporting them to the Better Business Bureau because this is ridiculous. Just the fact I lost 35 minutes of my time with their false advertising they should deposit the 400 points in my account. I never asked Spirit to send me anything and they should hold themselves liable for their ignorance of their own product

  Business Response

  Date: 06/03/2025

  Hi *******, 
  
  Thank you for reaching out to Spirit! 
  
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience. 
  
  I am sorry to hear about your issues with the promotional offer you received. 
  
  Spirit and Points for Thoughts are two separate entities, each owned and operated individually. Spirit is not liable or responsible for any promotional offers. The email was sent by the survey company offering you to complete surveys for Free Spirit points. Points are arwarded by the survey company not Spirit. This is outlined in the email you received, I have resent the email for reference. 
  
  I've attached the direct link below for you to reset your password:
  **********************************************************************************************************************
  
  Once the default password is sent to your email, you must go back to the login page at **************************, enter your email address and the temporary password. The system will prompt you to create another unique password (Your password should be at least 8 characters with one uppercase letter, one lowercase letter, one numeric character and one special character). 
  
  If you are having issues with accessing your Free Spirit account, you can reply to this email,, and I will manually reset it for you. Our records show you were previously sent to reset links successfully.
  
  
  Have a great day!