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

  114 N. Raliegh Avenue Atlantic City, NJ 08401

• 

  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

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:08/25/2022

  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 round trip flight from ****** to **********. On the return part, I was notified after arriving to the airport that my flight has been canceled and the next flight was almost two days later. After speaking with the terminal supervisor (*****), a supervisor over the phone and chatting with the agent via the WhatsApp, I was assured Id receive a refund of $273.00. (As note, I was forced to purchase another ticket from Southwest to get home.)However, this was not the case. Instead, Spirit has gone back on their word and tried to give me voucher that expire in 3 months.Resolve: Id like to have my money back.Respectfully,******

  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'm truly sorry that you missed your connection. Our records show that your outbound flight was delayed due crew reset because of the weather along their travel route, which is outside of Spirits control.
  
  
  The crew that was scheduled to transport you from SMF-LAS arrived late as they had to complete the required crew rest time before departing. The hours ************** members may work continuously, as well as the amount of rest required after completion of those hours are federally regulated. As such, we could not legally dispatch your flight on time. 
  
  
  While Im unable to issue compensation for your out of pocket expenses, I do the LAS-DFW segment was refunded per your request in the amount of $159.48. 

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17776913

  
  While this maybe true (it isnt because Spirit had ample opportunity to have FRA rested substitutes in for those not rested) the fault definitely doesnt lie with the customer.
  
   I didnt purchase half a trip or half a service. Its as if I went for a haircut and they only cut half my hair but insisted they still be paid for the half they provided. Its ludicrous. I should be refunded the $277.00 as stated by ***** (Supervisor at the airport) and the Supervisor I spoke with on the phone.
  
  If I had waited for Spirit to get me home, I would have arrived 2 days later. Absolutely unacceptable service.
  
  I truly cannot believe you have the unmitigated gall to respond the way you do.
  
  I am rejecting this response because my full refund was not offered.

  
  Sincerely,
  

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

  Business Response

  Date: 09/12/2022

  Hi ******, 
  
  
  Thank you for your reply. When it comes to a flight cancellation caused by severe weather, Air Traffic Control decisions or other issues outside of Spirits control, 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. As requested, a refund was processed for the affected flight. I do apologize but we are unable to honor your request for a flight that was used. 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17776913
  
  I continue to reject this poor excuse to keep consumers money without actually providing service. There was no unforeseen issue with the flight just poor scheduling and flight planning on Spirits part that displaced several people.
  

  Then, I was promised a refund of 277$ not the amount I spent on a second round of tickets (330$) by both the supervisor at Spirit and when I called it. To be offered 159$ is a slap in the face an insult. Just know Ill do everything in my power to never use this service, to ensure my business never books with you all and any one I know never books with you. It not about the money, it the principle.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/25/2022

  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.

  Refund Policy ******************* to 53 days there is a $49 dollar processing fee then was told about the 24 hour window to cancel flight with full refund. Disputed charge with my bank, dispute was denied August 4, 2022.Spirit offered $366 dollar credit,withdrew credit while in dispute, still will not honor $366 dollar credit as of August 25,2022. Contacted Spirit they keep giving the run around about the credit. I'm done with them. I will be booking a flight for my October vacation with another airline and will not use sites that promote "saving or cheap fares" or use Spirit ever.

  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.
  
  
  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.  
  
  
  
  Guests who initiate a cancellation after 24 hours of booking to their non-refundable reservations will not receive a refund. A cancellation charge; 0-6 days out is $99, **** days the charge is $49, and no charge for trips more than 60 days out over the phone plus a Passenger Usage Fee of $22.99 per segment will be deducted from the total cost of your reservation and a reservation credit will be created for the remainder, if applicable.
  
  For more information regarding our Modification/Cancellation guidelines, I've included the link below for your reference.
  
  https://******************************************/hc/en-us/articles/202097076-How-can-I-change-or-cancel-my-reservation-
  
  
  I'm happy to see you were able to use your credit and was able to book a new flight. 

• Initial Complaint

  Date:08/24/2022

  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 bought airplane tickets in March of 2020. I was going to take my daughters to ********** for spring break to visit their aunt. COVID happened and we had to cancel our trip. This was right in the middle of Covid so I did not feel safe traveling. I tried to get a refund and they refused. They gave me a credit which I tried to explain so much time had passed I really needed my money back. My husband was working less hours and I had been furloughed. I spent hours on the phone with them and they still refused to give me my money back. I called several times and waited sometimes up to 4 hours for someone to answer my call. At this point I dont know if I still have a credit but I do not wish to travel anymore. Our family member has moved back home and we have no need to visit **********. I cannot afford to pay for a hotel if I were to use the airplane tickets as we were planning to stay with our family member. I thought there was some kind of exception they could make since it was out of our control to travel. ********** was hit the hardest with ***** when the pandemic started and I would have not put my daughters in danger going there. I paid ****** and the Credit ID was PBYMUF and I was supposed to use it by December 2021. My family could really use that money as we have one daughter graduating high school next year.

  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.
  
  
  All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure. 
  
  
  
  Please note that refunds are always an option for flights that have had to be cancelled by Spirit. If a guest chooses not to travel (due to the Coronavirus concerns) for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time.
  
  
  
  As your flight operated as scheduled we were unable to honor your request for a refund. As a one-time courtesy, I have gone ahead and issued a refund in the amount of $785.12 back to the account your card ending in **** was linked to. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 
  

• Initial Complaint

  Date:08/24/2022

  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.

  On July 21, 2022, we were set to fly home from *********. We had paid for one checked bag and had two free carry on bags. My husband was asked about his carry on and told by the Spirit Employee, he would need to pay for it, so he did. Upon further discussion, the Spirit Employee stated she had made an error and she should not have charged us for the carryon. She printed us a receipt and told us to contact customer service and we would be issued a refund. Once we returned home I contacted customer services and they have refused to refund our money. They keep quoting their policy for charging for luggage. An error was made, the employee acknowledged she made an error and now Spirit will not refund the $89. Their customer service is virtually impossible to reach and must have a list of cut and paste responses. This was a mistake made by an employee of your company, a refund is due.

  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.
  

  All Spirit fares and optional services are purchased as non-refundable. As a one-time courtesy, I have gone ahead and issued a refund in the amount of $89.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

  
  

  Customer Answer

  Date: 09/07/2022

   
  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:08/24/2022

  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 had a connection flight with Spirit on August 20th, 2022. I was supposed to take the next flight in *** being my final stop at ****************************, we had a delay getting out of the plane due to a migrations issue and we encountered long lines at the airport. Spirit didn't do anything for us to hold out the connecting flight causing all of us trouble. They didn't provide us with compensation, meal tickets, or even hotel tickets, I got there at 5:36 a.m and the only option they could offer me was to be sent to another airport to take another flight at 5:00 pm paying for my own transportation in a city where I have never been off. This was a terrible experience

  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.
  
  Please know that connecting flights offered by Spirit Airlines on one itinerary are considered a "legal connection" and passengers should not have any difficulty. Although rare, missed connections do take place in any form of transportation. At times, the number of passengers clearing US Customs exceeds their ability to process them quickly and passengers miss their connections. 
  
  By booking your flight, you agreed to the connection times. When a passenger misses their flight, we offer the options of placing them on the next available flight or issuing a refund. 
  
  
  
  I'm so sorry you missed your connection in ************** due to a backup with the U.S. Customer and Border Protection. Please understand that as your missed connection was out of Spirit's control, we were unable to offer reimbursement for out of pocket expenses. 
  
  
  
  While I know we can't change your past experience, I've created a voucher in the amount of $50.00 that you can use towards your next Spirit flight.
  
  
  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight price of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.
  
  
  Guest name: **********;*****************************
  Voucher code: 45276367131600001
  
  Amount: $50.00
  Expiration date: December 04, 2022
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:08/23/2022

  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.

  On August 16 spirit airlines fraudulently charged my debit card for ******* flights o their airlines on dates ranging from. August 16 to the 23rd I filed a dispute with my bank and with spirit airlines but spirit airlines was not helpful in this stressful situation due to this incident my bank account is currently frozen and unable to access my funds. And has caused me much grief and stress. I need spirit airlines to step up and correct this immediately.

  Business Response

  Date: 09/06/2022

  Hi ****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Please provide a copy of the charges so I may look into this for you. 

• Initial Complaint

  Date:08/23/2022

  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 May 19, 2022- I booked a flight for a family member on May 20,2022, from *******, ** to *******, ** 07/08/22-07/14/2022 Original Confirmation #DDQDNC $567.16 I accepted the $49 cancellation fee for canceling the flight. New Confirmation #LNSJMR credit of $513.54 Due to unforeseen circumstances with their job, they had to travel outside of the country and will not be back for two years. They transferred the credit to me, since I paid with my credit card. However, I requested a refund due to being out of the country while the credit was active. Four different representatives told me they could process a refund of $513.54 just it would take **** business days. Nothing was ever processed, so I called Spirit back in early & mid June to see where the credit was they told me I would have to dispute it with my bank that's the only way to get the refund. I called Spirit one last time before calling my bank to see if they could process the refund I was told once again "You would have to die in order to get a refund. If you dispute with your bank, you can get a refund that way." So I did as instructed by the four previous Spirit representatives and called my bank. Spirit denied all of our conversations and stated the would not be refunding my money unless I died. I work in customer service and this was not acceptable by any means to tell a consumer they have to die in order to get a refund. The constant run around on getting my refund to then be told I am not getting refund when I did what I was told to do several times is very upsetting.1) I am requesting a refund of $513.54 to my card that I used to purchase the flight that ends in **** **** as I will not be able to use the credit in the distant future.2) An apology for how horribly this entire experience with Spirit has been and maybe some proper customer service training for all representatives on how to properly handle situations.

  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 requested several call reviews regarding your claim about receiving a refund for your reservation and found no statements were made advising you, you would have to die to receive a refund. 
  
  
  All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure. 
  
  
  
  Please note that refunds are always an option for flights that have had to be cancelled by Spirit. If a guest chooses not to travel for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time.
  
  
  I have reviewed both reservations LNSJMR and DDQDNC and they do not qualify for a refund. I do see the reservation credit was issued in your name however, it has since expired. 
  
  
  
  As our Reservation Credit do expire within 90 days, please reach back out to us no later than March 2023 and we will reinstate your credit for you. 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17757907
  
  I am rejecting this response because: I wouldnt make up that statement that was told to me-if all calls are recorded you can pull it then. I am requesting a refund, as again stated, due to me being out country unexpectedly and do not plan on using the reservation credit before it expires in the 90 day time frame. It was already difficult and stressful to get the credit put in my name, even though I paid with my credit card. I have no use for the flight credit and cant even use it by the date you told me because again Im not even in the states. Plus the person that the flight was originally for has been sent away and wont be out any time soon. Thats a lot of money I paid and Spirit keeps giving me the run around and has since I bought the ticket. I am requesting you look at it again and provide a refund. Thank you. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/12/2022

  Hi ******, 

  We appreciate your continued correspondence through the Better Business Bureau.
  

  As all Spirit reservations are non-refundable, I am unbale to honor your request for a refund. 

• Initial Complaint

  Date:08/23/2022

  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.

  Good afternoon, i want to complain about the service and reimbursemte i have requested to the airline several times. I flew from *** to *************** (confirmation code JHMY5T) on August 11th. Trying to pay for the baggage online was a hard time so i decided to call directly. The first time on August 9th the representative told me they were going to make an update do the system , i didnt authorize to charge my saved credit card for the luggage nd decided to call next day- On August 10th i called back and authorized the payment of $127 for the lugagge. Looking at my credit card balance i realized i was charged twice for the cost of the baggage: one charge of $102 (that i dint authorized on my first call) and $127 (authorized on my second call). I called Spirit about three times requesting the reimbursement of the 102. The representative told me to wait 7 days to receive it. After a week, only $53 were returned. I called back and they told me that they wont return the rest on the money as i already flew to *** and were only able to return for the pending flight. I have traveled only with one bag and they are charging me twice for a service i never used, never authorized to charge to my card. Im requesting to return the other $49.

  Business Response

  Date: 09/06/2022

  Hi ********, 
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
   
  I truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our *********************** Team for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
   
  I have gone ahead and issued a refund in the amount of $49.00  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:08/22/2022

  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.

  On 07/04/22, I booked a flight from St. ******, ************** (***) to ***********) for 10/15/22. On July 22nd, Spirit cancelled this flight and "in order to simplify things for [me]", processed a reservation credit. My mistake that I didn't immediately ask for a refund instead. I would have, except that I still needed a flight back from ************** and Spirit had a flight from St. Croix, ************** (***) to ******, still available for the same day. I booked this, the same day. Then on Aug 16th, Spirit cancels the flight from STX to DEN and again to simplify things, processes a reservation credit. This time, since there are no other Spirit flights I can use, I ask for a refund. I'm told a refund cannot be processed as I'd used a reservation credit for this flight. Yes, so I ask if I can get a refund for the prior flight that was cancelled. I'm told no. Essentially, ******* has decided that they can keep my money as they have no flights I can use and reservation credits are absolutely useless.

  Business Response

  Date: 09/04/2022

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  After further review of both reservations, 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. 
  
  
  I have gone ahead and issued a refund in the amount of $1,283.20 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 
  

  Customer Answer

  Date: 09/11/2022

   
  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:08/22/2022

  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.

  Purchase our tickets in advance got to the airport this morning to get on our flight for 11 people and they told us we couldnt get on the plane because there was no room Even though 11 was reserved for us we have to miss a whole day of our vacation in Vegas and rent another room for the night in addition to the one we already paid for very unprofessional satisfied

  Business Response

  Date: 09/04/2022

  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