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:08/22/2022

  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.

  In July I purchased a vacation package through Spirit airlines website. About a week later I had to cancel. According to the website, I knew there would be a cancelation fee ($49) based on when you cancel your trip. The madness only started there. When I called to cancel, they claimed they couldn't cancel anything but my airfare and told me I needed to call another number to cancel the hotel portion. I call the number they provided, and I was told that they could not help me that Spirit needed to help. I call Spirit back and they do not help me once again. They only state that they will put a credit fo $172 back to me for the airfare, but nothing about the hotel. Airfare total was $388 roundtrip. You will need this number again in a minute. I was then told to call Universal studios and cancel the hotel, which I was then advised again that they could not help but to call the hotel directly and cancel. So phone call number 4 occurs. I finally get the hotel canceled. I then try to talk to multiple representatives at Spirit to include a manager, who all blamed me when I asked for my money back. Citing that I booked through a third party webpage. I even prove to them that I booked directly with their website by sending them the confirmation email from Spirit. The supervisor tells me there is nothing he can do. Even that $172 in credit, that I didn't want, could not be addressed. I was told that there were other fees that I needed to be charged on top of the $49, which was a surprise to me because these fees are not listed on their website. My total airefare was $388 roundtrip (here's that number again). But, here is the kicker. I am being charged $400. Tell me how that makes any sense? I am currently trying to dispute the case with the company I used to pay, but nothing has been resolved and it is week 3. I will NEVER use Spirit again. I even filed a complaint with them, and they still blamed me in their response.

  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.
  
  
  Please be advised, 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. 
  
  
  
  For future reference, all inquiries or concerns about travel package must be directed to Spirit Vacations. While I am unable to honor your request for a refund of your flight, I have issued a full reservation credit you can use towards another 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: HGBGRZ
  Amount: $172.77
  Expiration date: October 15, 2022
  
  
  
  Reservation Code: HGBGRZ
  Amount: $215.97
  Expiration date: December 02, 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:08/21/2022

  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.

  Ny ************ arrived on time for our flight. We stood in a TSA line for 20 minutes before it was unexpectedly closed. We were instructed to walk to the next tsa security check and stood there for about another 20 minutes. When i got to the front of the line airport staff instructed my family to go through the precheck line. We paid for security bypass not precheck so ofcourse precheck staff sent us right back to the tsa line. After putting my kids in line i returned to the spirit ticket counter to consult with staff. It was about 42 minutes before departure and spirit staff said there was no point in trying, no more flights leaving for the night and to contact customer service for a refund because they could not issue it there. I have contacted customer service via phone and chat, the representatives talk in circles, no not address the issue and customer services on the phone tells you to chat for a refund then the chat says only customer service can issue just giving me a run around.

  Business Response

  Date: 09/01/2022

  Hi ******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Shortcut Security access is available in select airport locations and gives access to the quickest possible lane to get through the security screening experience.  At some airports, these are expedited queuing lanes - not necessarily dedicated screening lanes. 
  
  
  
  In some airports, Shortcut Security signage will be visible at the security checkpoint entrance, but may also be referred to as "priority," "premium," or "business/first class" lanes at others. 
  
  
  
  While I am unable to honor your request for a refund of your flight as our flights are non-refundable, I have issued a full reservation credit you can use towards another 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: SC44VL
  Amount: $540.77
  Expiration date: November 28, 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:08/21/2022

  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.

  We had a flight canceled on 4/3/22. Our confirmation number was VISEQT. We were offered a refund or reservation credit of $750. We took the reservation credit. We never received the reservation credit. We called to request it and were told that a refund was processed. I spoke to an agent and supervisor that acknowledged that it was their fault, but would not provide any credit. Since I did check and I did receive the refund, I want the difference of $403.06 in credit I was promised. This canceled flight caused us to have to book flight on a different airline out of a different airport, which cost us additional fees in parking, and transportation.

  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'm so sorry that your recent experience with us was not pleasant. I wanted to research this matter for you, so I reached out to our Reservations Management Team for further review.
  
  
  
  Upon receiving the call review, I see that ***** did request to receive a reservation credit for all flights not flown on your reservation, but the agent instead queued it to be refunded.
  
  
  
  As your return flight was boarded there was no refund due for this flight, however, due to agent error, I have created a Future Travel Voucher for the remaining amount of $440.18. 
  
  
  
  This voucher is not like others; it is transferable and applicable to everything on http://spirit.com. It can be applied to multiple transactions until the balance reaches $0. Youll have one year 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.
  
  
  Amount: 440.18
  Voucher code: 45271620487100001
  Expiration date: September 04, 2023

• Initial Complaint

  Date:08/20/2022

  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 June 2022 I purchased 2 one way tickets from ******************** to ****** ****** with Spirit Airlines for 7/4/22. No return flights were purchased because my husband and I were doing a 5 week road trip in the southern peninsula and we were unsure of where our endpoint destination would be. I purchased the one way tickets with no difficulty. We got to Spirit's Kiosk at ****** 3 hours in advance and printed our board passes. They said "see agent." When I asked one of the agents about it, she said once at gate we would be called to show passport. Fifteen minutes before boarding an agent asked how we were returning back to the U.S. I told her what we were doing and therefore didn't have a return flight yet (both U.S. citizens) then very rudely she said we had 5 minutes to show a return flight or else we would not be boarding the plane. I was extremely confused as to why I needed to show proof of round trip tickets if Spirit Airlines had allowed us to purchase one way tickets without warning. We had no choice but to buy expensive one way return flights and make last minute decisions or else we would lose our outbound flight to ******, hotel reservations in ********************** and shuttle transportation. Once in ******, I contacted Spirit via ******* and I was told I was given the wrong information but Spirit would not pay me for the tickets "I was forced into buying". Spirit said "I could be at risk of being denied entry into ****** because I didn't have a return flight." I told Spirit I had traveled to ****** countless of times and I was never told this before, I had never been denied entry, Spirit should not sell one way purchases if they force proof of return flight AND they were acting as immigration agents when they are just airline agents. Our plans were severely affected by this decision because we were coerced into making a last minute decision due to a false claim. Our itinerary had to be moved and an unnecessary expense was provoked.

  Business Response

  Date: 09/01/2022

  Hi ***, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our Director of Airport services for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
  
  
  I have reviewed your reservation and I see your flight was purchased through ****** and not the Spirit website. It is the guest's responsibility to ensure they have the correct documents needed for travel to or from any international destination. Should documentation not be adequate or sufficient, guests will not be boarded.
  
  
  Please be advised some countries have specific rules for onward and/or return tickets in order to enter that country. Please visit the IATA Travel Centre website for rules on these requirements.
  
  
  
  If departing from ******* (regardless of any destination passport exemptions), a valid passport and/or accepted departure document is required by the US immigration authorities.
  

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17747652
  
  I am rejecting this response because:
  Spirit airlines never sent a notification saying I needed a return flight or proof of entry back into *****************. They sent me the itinerary, the receipt and an email saying I could do the boarding pass online BUT never an alert questioning the return flight status. 

  Spirit continues (third time) to send me outside links regarding the "potential immigration requirements" but their own website does NOT say that a return flight is required when flying to ****** from *****************. Volaris Airline is the ONLY airline that DOES state this. 

  I am a **** citizen and Spirit airlines said I did NOT need to have proof of entry because I am a **** citizen. It is in their saved comments. 

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

  Business Response

  Date: 09/04/2022

  HI Ada, 

  We appreciate your continued correspondence through the Better Business Bureau.

  If departing from ******* (regardless of any destination passport exemptions), a valid passport and/or accepted departure document is required by the US immigration authorities.

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17747652
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/19/2022

  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 July 25, 2022 I flew from ********* to ********* and upon arriving I was told they had lost my checked bag. Conf #FI397Q $79.00 I filled out a Lost Bag report and was told someone would contact me within the next 3 days.On July 28, 2022 I received an email from *********************** stating they had found my bag and it was at the Spirit ************** in ********* Airport and that I would have to come to the Airport and pick it up. I responded that I would prefer they ship me my bag since I live over 2-1/2 hours away. On July 29, 2022 I received an email from *********************** responding to my email stating that I would have to come and pick it up. I responded asking for a manager's name. I got no response.On August 3, 2022 I received an email from *********************** confirming my email and stating "the account is noted it has to be pick up from the Airport" I responded, Please send it to my house. I got the same response back stating the I have to pick it up from the Airport. I responded with an email asking if she is refusing to give me a Manager's name? She responded that she had been off work and just noticed the email that **** will give me more information. On August 6, 2022 I sent an email stating that I have never heard anything from ****. No response On August 8. 2022 I again sent an email stating that I have never heard anything from ****. No response On August 9, 2022 I again sent an email asking for assistance, No response On August 11, 2022 I again sent an email asking for assistance, No response

  Business Response

  Date: 09/01/2022

  Hi ****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our Director of Airport services for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
  
  
  I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  
  I have gone ahead and issued a refund in the amount of $79.00 for your checked bag 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: 09/08/2022

   
  Complaint: 17741917
  
  I am rejecting this response because: it does not resolve the issue that I still have not received my bag.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/18/2022

  Hi ****, 

  We appreciate your continued correspondence through the Better Business Bureau.
  

  Please use the link (www.Spirit.com/bag/claim)to initiate your mishandled bag claim. You may also check the status of a claim by calling the *********************** team at **************

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17741917
  
  I am rejecting this response because: I have called the number that is listed several times and no one answers.  I have gone to the ***************** several times and no one can find my bag.  I have no way of communicating with anyone concerning my bag and it has now been over 2 months.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/14/2022

  Hi ****,
   
  We appreciate your continued correspondence through the Better Business Bureau.
   
  My name is ****** and I'll be further assisting you with your concerns.
  
  I sincerely apologize that your luggage was mishandled and if you found our baggage team unresponsive. We appreciate you taking the time to share your experience with us, as this helps us to determine where improvement is needed.
  
  I've found that your luggage was delivered to you via ***** on October 4, which is great. 
  
  Jack, we'd love it if you gave us another chance, so I've created a $50 Future Travel Voucher for you.  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 ************.
  
  Jack - 45784377606200001
  Amount: $50
  Expiration: January 11, 2022
  
  For information on how to redeem your voucher, click here.  
  
  If you have any concerns regarding any other issue, I'm here for you.
   
  Sincerely,
   
  Dedrie
  Corporate Consumer Relations
   
  

• Initial Complaint

  Date:08/18/2022

  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.

  Conf# OCHPJI was booked on 8/16 from ************ to ******* for 8/19-8/20. I put in ************ in my search but when I booked the flight , it booked for ************* but I did not realize until today when I went to check in.My doctor will not allow me to drive 2+hrs to *************. I also had a death in my family and have been dealing with that or else i wouldve called yesterday if I saw this . I did not realize until today this was ************* and I called immediately.Please make an exception. I have doctors form also that wont allow me to drive the distance.. I would've never booked this flight.I don't understand why when someone puts in ************, that it would give ************* option.. I did not type in ************* , nor did I choose Atlantic City

  Business Response

  Date: 08/31/2022

  Hi Bendu, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Itinerary changes are subject to a per guest service charge, plus any difference in airfare for the alternate requested date(s) or flight(s), and any difference in government taxes and fees. With the exception of optional service charges for carry-on bags and/or first and second checked bags, any difference in carriers optional service charges may also apply. 
  
  
  
  As we are a web-based, Guest-driven airline, Guests are ultimately responsible for the reservations and transactions they have made on the website.
  
  
  Upon reviewing your reservation I see you were able to board your flight ACY-ATL and complete travel. 

• Initial Complaint

  Date:08/18/2022

  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 husband and I book flights through Spirit for our best friends wedding. Hours before flights were to leave, Spirit canceled the flight with no alternative options. We were forced to book new flights for over $500 on another airline. After spending hours with Spirits **************** line, we were told that we would be refunded. Instead we were charged another $139! We received emails that we would be refunded and our money was never returned. The customer service given was beyond horrible. This issue caused us to miss an important event in our life as well as causing great stress. I have reached out to Spirit multiple times to receive our refund and we are yet to see a dime. I am extremely disappointed with this airline and will never fly with them again. As far as I am concerned they should not be able to book flights without delivering their responsibilities to customers.

  Business Response

  Date: 08/31/2022

  Hi ********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Im terribly sorry to hear that you havent received your refund. 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.
  
  
  We have released the funds in the amount of ****** back to Mastercard ending in ****, $18.00 back to **** card ending in **** and $****** bank to **** card ending in ****. All refunds were processed on August 1st, 2022

• Initial Complaint

  Date:08/17/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a flight to *********** with my niece **************************** for 08/05/2022 for her 11th birthday celebration and it was ruined because the flight was completely canceled. We got on the plane and was later informed that the pilot was too tired to fly the plane and to get off the plane. I am originally from brooklyn and had to pay to stay in a near by hotel. My niece was extremely hurt by this and cried the entire time. I had to beg for another flight, which was 24 hours later. Worst experience in my life with an airline. Extremely by far unprofessional. My niece birthday trip was ruined. I missed most of the activities pre planned for her. I just want a full refund for myself ******************* and ***************************.

  Business Response

  Date: 08/30/2022

  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. Air Traffic Control (ATC) ensures the safe operation of all aircraft flying at any given time. When there is inclement weather, ATC makes sure that there is enough safe space between aircraft. Delays and cancellations may occur due to the limited airspace during times like these.
  
  
  Delays and irregular operations, although rare, do occur. We understand this may throw off your plans, but the safety of our guests is always our top priority.
  
  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.
  
  
  As your flight was boarded and travel is complete, we are unable to honor your request for a refund. I see our station however, did issue you a Future Travel Voucher you can use towards another 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: 44887286640300114
  
  Amount: $50.00
  Expiration date: November 01, 2022
  
  
  Guest name: *************************
  Voucher code: 44887282644100115
  
  Amount: $50.00
  Expiration date: November 01, 2022
  
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:08/17/2022

  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.

  We booked a trip from ************* to **********, **., for October 2022. We paid a deposit in good faith. We then received continuous flight changes, but we never complained as we left space in our trip for this. The last change we were notified about was 2 weeks ago at ****am that they had changed the flight again, followed by the flight has been cancelled. We did not cancel, but they refuse to look into it and have insisted that they owe us nothing back. They got $293.18 deposit that they are now breaking down into penalty fees. We have tried to talk to a person, but no luck. We just want our money back. Spirit Cancelled the flight and wont admit to the mistake.

  Business Response

  Date: 08/30/2022

  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 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.
  
  
  Our records show your flight was canceled via the web on August 8th at 4:45am.  
  
  I have gone ahead and issued a refund in the amount of $293.18 back to your card ending in **** and $385.18 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: 08/30/2022

   
  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:08/16/2022

  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 have been flying forever faithfully w spirit. I have NEVER received points! No free flights.

  Business Response

  Date: 08/30/2022

  Hi ********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Free Spirit rewards members for every dollar spent, rather than how far you fly. This means youll earn points for every purchase with us and with select partners. With redemption available on every seat on every flight, faster ways to redeem, and new rewarding status levels, youll earn More Go with every flight you take. Creating an account is quick, easy, and free. 
  
  
  
  https://www.spirit.com/free-spirit
  

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17726916
  
  I am rejecting this response because you have not even looked up my info to see that I have a free account already and that none of my points from money spent is applied. I need you to do due diligence as if this was your account or your family members account. I am a nurse if you came into my hospital do you want me to treat you with half or no effort? 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 09/07/2022

  Hi ********, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  
  I did use your email address  ********************* to locate your account and found that the account is under ************************************* while your flights are under **********. 
  
  
  In order for you to redeem points from your flight, the name on your reservation must match the name on your account. 
  
  
  If your name has legally changed since you joined the program and you would like to update it, we can assist you with this. To process the name change, you must include the supporting legal documentation for your name change such as a copy of a marriage license, court order, divorce decree, or legal name change document. Please remember it's important to use your name as it appears on your government issued ID or international travel document. 
  
  
  Once your account has been updated, please login to your account, select "Add a Previous Trip", and complete the steps that follow.
  
  Remember, points can only be awarded to the Guest who traveled on the flight. Missing Free Spirit points must be requested within 30 days after the flight.