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

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:08/31/2022
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.
I bought 4 tickets to fly from ****** ** to ************ ** on 8/23/22 . I had to cancel out return flights from ************ due to health reasons that was supposed to fly out 8/29/22 . When buying the tickets I had a gentleman call me twice before the tickets were issued . He stated if I was to cancel or make changes to the tickets to make sure its 24 hours before the flight departs . I called 8/24/22 to cancel the return flight . I was told I would not receive a refund due to being less then 7 days from departure . I explained I spoke to a gentleman on the phone before the tickets were issued that said different . I bought the tickets 6 days before the departure flight so I would automatically be outside this rule. I was offered credit and when I asked if they depart out of ****** ** I was told no and I would have to find my own way to an airport they connect out out of . I believe I should be given a refund for the portion of the flight I did not use and issued an apology for the way I was spoke to and the fact I was lied to .
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.

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.

Our records reflect that your reservation CG5JPZ was booked with a third party vendor (*********************). We do not have control over how our cancelation policies are displayed on the vendors website; however, most third-party vendors do provide customers with information regarding airlines cancelation policy.

I have gone ahead and issued a reservation credit for your missed flights that you can use towards your next flight.

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

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

The information to your credit is below.

Reservation Code: CG5JPZ
Amount: $398.32
Expiration date: December 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: 09/14/2022

Complaint: 17803554

I am rejecting this response because: there is no flights out of ****** ** where I live. I would have to buy another ticket just to connect with spirit airlines. Also I was told opposite on the phone then now I am being told.

Sincerely,

*********************
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. Per the Terms of our Contract of Carriage, I'm afraid I'm unable to alter the position provided.
Customer Answer
Date: 09/15/2022

Complaint: 17803554

I am rejecting this response because:
I was told differently on the phone when the tickets were ordered. If it was a third party you should regulate how they see your tickets and explain your policys .
Sincerely,

*********************
Initial Complaint
Date:08/30/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is truly the WORST airline ever. They don't take responsibility for any faults. I have never traveled with them because of the bad customer service some of family have experienced. Recently I booked flights for my kids to come with my Godmother. They had a layover in ***************. Long story short, due to " uncontrollable situation" as the representative stated, my family did not board the second flight. The line to rebook was ridiculously long and they were being offered flights 2 days later. My Godmother is a diabetic who was laying sick in a chair and my kids had to try to figure out what to do. Nothing was done to accommodate my family and this sick lady. No food or place to stay. No voucher. No help. I had to get a hotel and buy flights with another airline for the next day. Spirit says they can't refund or anything.
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.

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

Once received, Ill do all that I can to help!
Customer Answer
Date: 09/15/2022

Complaint: 17802595

I am rejecting this response because: they are requesting more information. I have provided this via email on September 8th 2022.
information you requested. We have 2 confirmations for this incident.
First,
Email. *****************
Confirmation code. QE15XF
Names. ************************************** and ***************************************;
Travel date. August 25, 2022
Billing address. ***** **************
*****, ** 20657
Destination. *********, **

Second,
Same flight information but Confirmation code SDMSNF
Name. *********************** *******
Email. ********************

Sincerely,

***************************
Business Response
Date: 09/22/2022
Hi ****,

We appreciate your continued correspondence through the Better Business Bureau.

I'm truly sorry that your family missed their connection. Our records show that their outbound flight was delayed due to government security, which is outside of Spirits control.

When it comes to a flight delay or cancellation caused by severe weather, Air Traffic Control decisions or other issues outside of Spirits control, we dont offer reimbursement for the other airline or hotel accommodation for such events, since they are out of our hands.

When these situations occur, the options are re-accommodation on the next available Spirit flight or if this option is unsatisfactory, a refund of the affected flight is issued.

I have queued both reservations QE15XF and SDMSNF to be refunded for the missed flight. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.
Customer Answer
Date: 09/27/2022

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:08/30/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 17, 2022, I booked a flight with Spirit Airlines for 4 passengers, Two adults and two children. On August 30th 2022, I happen to come across a email sent from Spirit Airlines in a email account I use but I didn't provide Spirit with at the time of booking. The email stated that my interary was charged and I needed to contact the Airlines immediately. Upon calling the representative I spoke to didn't speak good English neither could she provide accurate information. I then use my skills as a Manager and requested to use change of command and ask to speak to a Supervisor. I was denied the opinion 3 times to speak to a Supervisor. Only until I informed her all calls are recorded and asked, was she going to continue to denie me the right to speak to a Supervisor. Upon talking to the Supervisor ******, the conversation got heated because comparably ****** was not fit or trained to handle a situation such as this. The conclusion is, I paid more money for tickets with less wait time and the Airlines breached the contract, where then I ended up with a longer wait time and price stayed the same. This is the problem we are facing in America with Africa Americans in Airports today. Tickets being changed, **************** poor and once Africa Americans get upset, we are then looked at as being violence and kicked off Airlines.
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.

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 Reservations Management 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.

After further review of your reservation, our records indicate that you did indeed experience a schedule change. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. We understand that this may have a significant impact on your travel schedule, and for this we deeply apologize.

When there is a schedule change, we always send flight status notifications to the email that we have on file. Once received, you do have the option to accept or deny the changes.

In these cases, the options available to our customers are re-accommodation on the next Spirit flight or a refund of the affected segment.
Initial Complaint
Date:08/30/2022
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 august 20th 2022 I was boarding a flights from ************ ** to ***** ******* **. I was in line to board and a agent told me I had to stuff my purse in my backpack. She told me if I didnt I could not board the plane. She pushed me out of line to board the flight. I was told I had to pay for a carryon. She told me it was $89 dollars. If I didnt pay they would not let me on the flight. I explained on my flight from ******* ***** to ************ ** I had the same purse and backpack and I was not charged for a carry on. They didnt explain why I wasnt charged. The gate attendant held up the whole line so I could pay for supposedly a carryon which was a small purse. This is ridiculous I will never fly this airline and I suggest no one does either. Which I was at ***** for checked baggage they dont have a human being it is a electronically machine that checks your bags in. Our party of 5 it took 1 hour just to check bags because the machine kept just loading and I was not able to continue till the kiosk worked which almost made us late for the flight. When you have a live human being at checked baggage it takes no more then 5 minutes to drop your bags off. What a horrible experience
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.

Your ticket includes your seat and a personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box at the check-in counter, and also at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur a small charge. Keep in mind that baggage prices are cheaper when purchased in advance. 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. All baggage charges are non-refundable.

Bag Drop is a service available to guests who check in online and pre-purchase their bags before arriving at the airport. When you get to the airport, just follow the signs to the Fast Bag Drop area. You can drop off your bags and proceed through security.

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.
Customer Answer
Date: 09/13/2022

Complaint: 17799149

I am rejecting this response because: I was harrased at the airport by your staff.

Sincerely,

***********************
Business Response
Date: 09/14/2022
Hi ****,
We appreciate your continued correspondence through the Better Business Bureau.
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.
Initial Complaint
Date:08/30/2022
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.
So I booked a flight for August 30th out of ********* to ******* and back,unfortunately on the 29th at night my 8 month old daughter got really sick,to the point where I didn't want to leave her side. I called spirit airlines asking can they reschedule my flight since I already had to catch another flight on the 7th and they tried to charge me another 87 dollars! I then ask why am I being charged and is there a way around it since my baby is sick! It's not as if I wanted her to get sick or miss any of my appointments for today but her health comes first! She said I can chat with them and they'll be able to help me after chatting with them they said I need to provide a doctor's notice so later on after the doctor visit I provided one they are now saying it's not good enough and I need a letter? Like are you kidding me! All I needed was the flight moved a week out while I quarantine with my child or just a refund WITHOUT all the extra charges. I have not received any help or just any care in the world chatting with the representatives.
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.

Plans change we understand and that's why we offer several options on how to change 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.

If your new fare is less than the original fare, we'll provide you with a Future Travel Credit which can be used within 90 days to book any available travel. If the new flight has a higher fare, you'll need to pay the difference including any difference in government taxes and fees.

I have gone ahead and 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: TI8BNW
Amount: $85.18
Expiration date: December 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-
Initial Complaint
Date:08/30/2022
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'm still waiting on a credit/refund for my flight that was canceled due to covid. I've called and emailed before the cut off date of the credit and no response. Please refund my amount $235.98 for order SEVQ3G.Thanks
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.

I have reviewed your reservation SEVQ3G and I see your credit was issued March 17, 2020 and expired December 30, 2021. You were then granted a courtesy extension March 24th, 2022 and the credit expired June 22, 2022.

I have gone ahead and issued a final courtesy extension of your credit. Please be advised if this credit does expire again, it will no longer be reinstated.

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: WEL52C
Amount: $235.98
Expiration date: December 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-
Initial Complaint
Date:08/30/2022
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.
My boyfriend and me purchase spirit airlines tickets on November 2021. We purchased them for a vacation to fly to **********************, ****** on December 29, 2021 thru January 3, 2022. We paid $1,408.78 for the airline tickets. Unfortunately, we were not able to travel because we both got tested positive for covid. Spirit airlines told us we had credit voucher valid until December 2022. I have called multiple times and they have not been very helpful. They refused to give me my money back or give me a voucher credit. I have spoken to managers and they are rude and not helpful. They have hung up on me very unprofessional. I'm so aggravated with them because we paid for there service and nothing but problems. Just the way they had no problem taking away our money they should give us our credit or our money back.
Business Response
Date: 09/12/2022
Hi ******,

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

Im sorry to hear about your medical emergency that prevented you from boarding your original flight.

I kindly request a copy of any documents validating your emergency, so we can issue the proper reimbursement for the affected flight.
Initial Complaint
Date:08/30/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I need to cancel my flight because I had health problems, the kind of health issue that I had doesn't have hospitalization report police report medical bills or covid. According to the Spirit I need to have it if I want the credit to my fly. I think this is not fair since I have cramps. I just want a credit to my next fly or return in my credit card. Thanks
Business Response
Date: 09/12/2022
***************,

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 a one-time courtesy, 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: EBUKMI
Amount: $92.36
Expiration date: December 09, 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: 09/19/2022

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:08/29/2022
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.
NWFZUR.On Aug 20, 2022 two children and I had a flight from *** to *** with one transfer in ***. *** to *** flight got delayed for 6 hours without any notification that caused rescheduling of *** to SLC flight for 1 day later. ******************** rep offered a hotel voucher at the beginning but rejected the offer later saying we're not qualigied.That was frustrating! I had to pay for hotel out of pocket as two little children couldnt sleep on the floor in the airport. Next day I called ******************** rep to make sure the luggage isn't lost and going to be received at SLC. ******************** rep checked the system and confirmed that the luggage is registered and going to be in ***. This was very important for ** so we arrived earlier to *** to double check with ******************** rep that everything is OK. ******************** rep assured us that we are going to receive it in SLC at the time of arrival.When we arrived to SLC we found out that both carseat and a luggage got stocked in ***. I called ******************** rep 45 min after arrival to report a delayed luggage but she rejected the claim saying I need to talk to ******************** rep at airport. We were hungry, angry and exhausted but had to look for their rep. ******************** reps on third floor loaned us a carseat. I was OK to spend one more night in ************** hotel if they promise to get the luggage next day. ******************** reps said that they don't know how long it could take but once they receive the luggage they will deliver it to us. We spent another 3 hours at Target buying outfits for 3 of us( swimsuits, summer outfits for day hikes and warm outfits for evening activities, shoes, and personal items). That cost me arm and leg! Our luggage was received by SLC next day but stayed at the airport until 28th when we picked it up on our way home. ******************** didn't deliver it to our hotel at ***********, ***** as it was too far for them( 4,5h to drive each way)!******************** LUGGAGE CLAIM REPS were very rude and helpless! Awful experience! I request refund for all the inconvenience and expenses ******************** caused!
Business Response
Date: 09/12/2022
Hi *****,

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

I'm truly 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 Hotel expenses, I see our station did issue you Future Travel Vouchers for the delay.

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: ALIYA SHAGIEVA
Voucher code: 45078975567500068

Amount: $50.00
Expiration date: November 16, 2022

Guest name: **********;******
Voucher code: 45078970752700069
Amount: $50.00
Expiration date: November 16, 2022

Guest name: MARK ******
Voucher code: 45078971513600070
Amount: $50.00
Expiration date: November 16, 2022

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

Please know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at www.spirit.com/bagclaim and must include a completed online claim form inclusive of all the required documents.

Once an online claim form is submitted along with all supporting documents, it can take up to 30 days for the claims to be processed. You will receive an email alerting you of any status updates. If you would like to check the status of your claim now, please follow the steps below:

1) Visit our Baggage Service web portal.
2) Enter your last name and File ID [*************].
3) Select the Communicate With Us option found in the main dashboard.

For more information about the baggage claim process, please click here.
Initial Complaint
Date:08/29/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello-I've been attempting on and off since mid-May of this year to resolve this issue with Spirit Airlines. I've attached my initial email verbiage to them where I ask for a credit for the billing issue. Since then, I've received delay responses and unhelpful responses. I've also attempted calling on numerous occasions, only to mostly be bounced around from one department to another.Just to be clear... I don't want to cancel the trip, and I'm not requesting a full refund. I was finally able to make some slight headway a few weeks ago, and Spirit issued me a very minor credit to my account. However, I did not feel this amount was adequate. They only applied the Spirit Savers Discount to the baggage of the other 2 trips and not the ticket price itself. Also, it was a credit to my Spirit account, and they only gave me a few months to use it before it expires. It was far from a fair remedy. Their partial payment, in my opinion, serves as an admission of fault in this matter. Now, I just want the proper amount requested ($720) credited back to my credit card, as the mistake and error in payment was a result of their misleading guidance and process from their Spirit representatives.I've attached a copy of my initial email that I forwarded over to a friend. I can't find the true original, but this is the exact same verbiage I sent them.Ticket Number / ID Number they assigned to this issue: NK:004371410941 Since my initial email, I was able to confirm the missing confirmation number of my 2nd group. It is QKPW3K.Please let me know if you need more information or would like to discuss over the phone. Thank you for your help in resolving this matter.
Business Response
Date: 09/12/2022
Hi ****,

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

At this time, all fares are quoted as "currently" available and are only guaranteed once purchased. Spirit offers lower fares than any other carrier. But because our fares are low, they sell out fast. Occasionally, fares will change or sell out during the reservation process. There was no way for the agent to know the price would change during booking.

In order to utilize the benefits of the *********** be sure to enter your information as the Primary Passenger when booking travel. Your *********** benefits will extend to you and eight additional Guests when you all book together on the same reservation.

If you book a reservation for someone else, you must be flying on the reservation and listed as the Primary Passenger in order to redeem benefits.

I do apologize but we are unable to honor your request for price match. Its the same concept as if the price were to increase after youve purchased a ticket, we will not charge you the difference.
Customer Answer
Date: 09/12/2022

Complaint: 17794879

I am rejecting this response because: They did not address my main concern, which was the ability to apply the *********** discount to all the tickets. I Understand that ticket prices may fluctuate in between bookings, but the discount should be able to be applied. This is ONE group that Spirit advised me to split up. We are all on the SAME flight, so their points about me being the "Primary Passenger" aren't relevant to my argument.

Sincerely,

*********************
Business Response
Date: 09/12/2022
Hi ****,

Thank you for your reply. I do apologize but I am unable to honor your request for a refund of the difference.

If there was something more that I could do, rest assured Id make that option available to you.

Please know, this decision is not based on lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all of our customers.
Customer Answer
Date: 09/12/2022

Complaint: 17794879
Does Spirt agree or disagree with the following statement? This booking was intended to be as one group, with the Primary Passenger as ********************* for the entire group?

Sincerely,

*********************
Business Response
Date: 10/04/2022
Thank you for your patience while this complaint was reviewed.

Weve searched the guests phone number *************) in our system and we were unable to locate a call for him prior to booking, or find that he was provided incorrect information.

We have a certain number of seats for each fare. If we did not have enough of the lower *********** fares available (for all 9 guests), then the next lowest fare with available seats for all 9 guests would have been displayed. In this case, it was more expensive for the guest to book all 9 guests on a booking.

Weve thoroughly reviewed the concerns and have confirmed that the guest is not eligible for a refund. He was not provided incorrect information and there was no system error. As a courtesy, Ive issued two refunds of $318 to the card on file. Refunds are processed right away on our end, but can take a few business days to post back to your account depending on who you bank with.

Thanks
Customer Answer
Date: 10/04/2022

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.
I appreciate the courtesy and you working with me to resolve this matter. I'll be sure to document my interactions and book more carefully in the future as well to ensure there aren't any mix **** I will say that all 9 of us had a very pleasant experience with Spirit traveling a few weeks ago. The process was very seamless and refreshingly easy to coordinate. Now that the issue is resolved, I look forward to flying Spirit in the future again.
Thank you, and take care.
Sincerely,

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

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