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

  1 Harborside Dr Boston, MA 02128

• 

  Spirit Airlines

  16000 Chamberlin Pkwy Fort Myers, FL 33913-8873

• 

  Spirit Airlines

  Mankato, MN 56001

• 

  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:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a "bigger" seat for my mother. Cost about $45-$50, she told me her seat was a standard seat and that the bigger seat was in front of her. I told spirit airlines about this and customer service told me it was nothing they could do about it. So I paid for something I did not receive.

  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 have reviewed your mom's reservation VH5CMZ and I see there was a change in aircraft, due to this change the seat you purchased was no longer a big front seat. 
  
  
  I have gone ahead and issued a refund in the amount of $69.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spirit airlines issued a travel voucher for $100. for a previous issue. Voucher #*****************. The voucher was expiring August 1st. I called Spirit airlines before it expired, and asked if I must use it by the expiration date, or can it be extended. Spirit airlines both on the phone and on the chat service advised me to call back after it expires and they would extend the expiration date. I have since called, and they refuse to extend it. I AM BEING LIED TO ONCE AGAIN BY THIS AIRLINE. My original BBB Claim against SPIRIT AIRLINES was about LYING by Spirit airlines. I'm tired of the lies. I want the voucher Extended, payment for my hotels (when spirit left me in ******* last April). I am requesting $500. To cover my expenses at this time.

  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.
  
  
  
  All Future Travel Vouchers (FTV) do expire within 90 days and usually are not extended after the expiration date. However, a one-time courtesy was issued and your $100.00 voucher was re-issued as well as the $50.00 voucher.
  
  
  
  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-only portion 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: 45192176124100001
  
  Amount: $100.00
  Expiration date: November 25, 2022
  
  
  Guest name: *****************************
  Voucher code: 45192192108700001
  Amount: $50.00
  Expiration date: November 25, 2022
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:08/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a 5 hour layover in Georgia, and the flight was cancelled. The next flight wasnt for another 2 days. I wasnt given a voucher or anything. They told me I would get a voucher but it was denied. I was in a state I didnt know anyone. Trying to get home to **********. Terrible to treat a paying customer like this

  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 so sorry to hear your flight was canceled due to weather. We do all that we can to leave on time, but your safety will always come first.
  
  When these unexpected cancellations happen, we can re-book you on the next available Spirit Flight or, we can issue a refund of the unused portion of your itinerary. As requested, you were re-booked for the next available Spirit flight.
  
  While Im unable to reimburse you for your out of pocket expenses, I see our station did issue you a future travel voucher. 
  
  The amount covers the base fare for Spirit flights. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. Youll have 60 days to think of an awesome place to go and book it. You dont have to fly by the expiration date, just make a reservation before it expires.
  
  I've provided the information for your voucher below: 
  
  
  Name: KYCHELLE STERLING
  
  Voucher: 45110364582100044
  Amount: $50.00
  Expires: November 18, 2022
  
  https://******************************************/category/article/KA-01231
  

• Initial Complaint

  Date:08/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my children basically kidnapped by their father, so this is a tough time for me. As you can see, I travel a lot...(FS# **********). Often with my minor children because they are not old enough to travel alone and I work in the travel industry. When my children's father refused to end visitation, I had to "modify" my flight. It was fast approaching and I had no way of knowing if my children would be returned in time. They weren't so I called customer service. CS was extremely reluctant to help and almost refused to help until I asked for management. That's when they were somehow able to modify just the flights for the children. CS was not gonna refund any of the money I spent for the 4 tickets now that there is only 1 ticket. So, I complained some more because I have to be back in Vegas with my lawyer within a week. CS OFFERED me a $150 credit and told ME that I have to use it by Nov 2022. I accepted the offer, made my flight out of Vegas, and went back to work. Now, a week later, I needed to book another flight. I go to book the flight online and it's a total of $115. I got all my normal discounts, used my points, picked my seat, added my bags, etc. Then at checkout, the site tells me that the credit has a misspelled name or incorrect name. I call CS again and they tell me the credit is in the children's name and they can't fix the names on the credit but they can book me a flight using the credit. I obviously refused that offer because CS put a $150 credit in a 9-year-old and two 12-year-olds' names. 3 names on one credit. I asked them politely to just change the names. I am the one who booked the original flight, I didn't cancel, I modified it and was told that I had to use it by November 2022. They are minors incapable of booking a reservation or flying unaccompanied in the first place. The rep ******* refused to help or at least understand. I want a full refund or a credit now.

  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.
  
  
  
  As a new reservation was created for the kids (XLIPSN) the system automatically creates a credit for that reservation. As you are the credit card holder and the person of contact on the reservation, you are also able to use the credit. 
  
  
  
  I'm happy to see you were able to use part of the credit on your next flight. 

• Initial Complaint

  Date:08/27/2022

  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 changed my reservation. They made mistakes on the emailed reservation and were charging me for the mistakes they made which prevented me from traveling. I lost over ******** as a result.

  Business Response

  Date: 09/08/2022

  Hi *********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Id like for you to clarify and elaborate on your concerns so that I can resolve them in the most efficient manner as I was unable to open the attachments you provided. 
  
  
  
  Please reply with a brief description of what has happened, along with your desired resolution, and I would be happy to do all that I can for you.

• Initial Complaint

  Date:08/27/2022

  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 used the App on my phone, redeemed mileages to book a trip on-line, all by myself without any help from Spirit airlines at all. The trip cost ****** miles + $5.60 for Tax/Fee. But spirit airlines over charged my credit card $50 for Service Fee. Spirit airlines Wrongdoing made me questioned about its Honesrty.I file this complain to get my money back, and to warn public about spirit airlines Bad practice.

  Business Response

  Date: 09/08/2022

  Hi ****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  When booking a reward flight using your Free Spirit points-
  
  
  The following non-refundable per-guest award redemption fees will apply: 
  $0 - 28 days prior to departure - $50
  More than 28 days prior to departure -$0
  As your flight was booked within 28 days of travel, a redemption fee of $50.00 was applied. 
  
  
  https://******************************************/en-us/category/article/KA-01200https://******************************************/en-us/category/article/KA-01200

• Initial Complaint

  Date:08/27/2022

  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.

  Today I went to the ************ airport to fly to ******* then to Punta CanaI payed for my luggage which was 70$ and went to check it in and was denied to take my flight I was on time and have not experienced this before with spirit they said I could get another flight out tomorrow in which I would be charged more money this was for my 25th anniversary and now I couldnt go and am fighting to get all my money back for this trip

  Business Response

  Date: 09/08/2022

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Im so sorry that you missed your flight. Please note, there is a 45-minute check-in cut-off time for domestic departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags.
  
  We never want you to miss your flight. Thats why we recommend that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights. Due to lengthy TSA security checkpoint times, its recommended that you check airport information prior to arrival at the airport.
  
  Guests who dont complete the check-in process prior to the cut-off of the originally scheduled departure time are subject to their reservation being forfeited, and any modification charges and any difference in fare may be applied to new tickets. Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website:
  
  https://******************************************/en-us/category/article/KA-01182
  
  I see you were issued a full reservation credit you can use towards your next flight. This Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated.
  
  
  You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.
  
  
  The information to your credit is below.
  
  
  Reservation Code: YHV92T
  Amount: $$962.30
  Expiration date: November 24, 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:08/27/2022

  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.

  We flew out of ********* airport to *********** and checked our luggage once we got home we tried to unlock our bag but the lock was obviously tampered with once getting it off and unpacking realized both of my sons shoe boxes were empty. I called spirit only to be told to call the police and they couldnt help me.

  Business Response

  Date: 09/08/2022

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I am so sorry to learn about your mishandled bag experience.
  
  Liabilities for lost, delayed, or damaged checked items are limited in accordance with the applicable provisions of the Spirit Airlines Contract of Carriage (COC). Reports of mishandled bags should be made at the airport within four (4) hours of arrival in a domestic destination airport. Liability limitations and reimbursement amounts for travel to/from international destinations for all airlines are governed by the Warsaw or Montreal Conventions, as applicable. If a bag is damaged at an international destination, a report should be made with a ******* Service Agent within seven (7) days of arrival and lost, pilferage and delayed luggage reports should be made within 21 days of arrival.
  
  Based on our records, I see that you traveled on 08/26/2022 from LAS to MSY. After reviewing your reservation, I was able to confirm that an incident report was not filed within the established timelines set forth in our Contract of Carriage, and for which you had agreed to at the time of booking. Unfortunately, in this instance, we are unable to process a claim for you. I am sorry if you didn't know this and truly apologize for the trouble this may cause. I assure you that we are committed to providing our Guests a safe and positive travel experience.
  
  For future travel and in the unlikely event of a mishandled bag, please file a report through the self-serve virtual ******* Service Office. Guests who traveled internationally, including *********** and ****,  must file a report with a Spirit representative at the airport.

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17784499
  
  I am rejecting this response because:
  We went to the ticket counter to file a complaint 2 hours after we arrived and they told us to make a police report and call in the morning so thats what I did. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/12/2022

  Hi ******, 
  
  
  Thank you for your reply. If a bag/item is delayed, lost, damaged or pilfered, a Spirit Airlines representative at the airport must be notified and a report must be filed within four (4) hours of arrival of the flight on which the guest traveled. As your report was not filed with in 4 hours of arrival, we are unable to process your claim. 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17784499
  
  I am rejecting this response because: 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/27/2022

  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.

  Due to Covid I was unable to travel and canceled a trip. So I had a reservation credit for $268. I asked Spirit to extend the credit but never received notification of the extension. So when I went to use the credit it had expired. I requested an extension but was told it couldn't be done. I think it's poor customer service that I couldn't use the credit especially being the world was in a pandemic and traveling was not allowed to certain places for a while. I would like to have the reservation credit extended or a refund.

  Business Response

  Date: 09/08/2022

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns. 
  
  
  
  I have gone ahead and extended your reservation credit. This Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated.
  
  
  You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.
  
  
  The information to your credit is below.
  
  
  Reservation Code: A7U53Y
  Amount: $266.04
  Expiration date: December 05, 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:08/27/2022

  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 canceled my flights due to Covid-19 exposure. Tested and sent them proof. They call me at 6AM while I am sick and speak to me over a very poor Voice Over IP connection. After numerous days of back and forth with outsourced ***** employees, I received a message from "********" :"Please be guided that I am able to issue a refund in the form of a full reservation credit back to you. Please let me know how you would like me to proceed." Best regards, ******** Spirit Guest Support I let her know that she could cancel the reservation and credit my original form of payment for the "full reservation" of $870.88. No response. No response again after a second message. I then have to start all over again with a different employee in *****. He insists only on issuing a "store credit" for a portion of my reservation. I have emailed the executive managment (*********************** ***************************, ***********************, *************************** and ****************************************) -several times, but NONE of them ever respond personally - Nor does anyone in *****************. Instead I get responses from people in *****, with false promises and no ability or power to problem solve. $870.88 is what I spent. Spirit Airlines stole my money and then gave me a $514.00 credit for it - knowing I will never use it because they have poisoned me from ever doing business with them again. Now I have to see what my lawsuit options are. I can't believe the way this company neglects its customers especially when due to illness.Buyer beware.

  Business Response

  Date: 09/07/2022

  Hi ***, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns. 
  
  
  
   I am aware that an emergency has occurred which has interrupted your travel arrangements. We are deeply sorry to hear about this and are willing to help you through this difficult time.
  
  
  
  I have reviewed your reservation and I see your full refund was processed in the amount of $356.88 back to **** card ending in **** and $514.00 back to Mastercard ending in **** on August 27th, 2022. 
  
  
  
  Our records indicate that you secured this reservation using a third party booking agency.
  
  
  Typically when that happens, the third party travel agency will collect payment from you, but then use a company credit card to secure the reservation with us.
  
  
  As we are only able to issue the refund to the original form of payment, youll have to contact your travel agency to coordinate the refund.