Business Profile

Airlines

Spirit Airlines

Headquarters

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Complaints

This profile includes complaints for Spirit Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,289 total complaints in the last 3 years.
1,035 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/16/2022
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 April 19,2022 I booked a flight via Travelocity departing from ***** to Vegas scheduled for **** 10-13,2022. After checking in at *************************** and patiently waiting for my departing flight, the airline (OTHER) experienced many delays due to overbooking, the weather, and no pilots or planes available and ended up being canceled and refunded so I never got on the plane to depart and ended up leaving the airport. My return flight from Vegas back to ***** was with SPIRIT (QINZUT) and I am being told that unfortunately I can not get a refund because I was aware of the cancellation policy and needed to have canceled within 7 days of booking. My problem is that not only did I not book via SPIRIT nor visited the website to check in to know the cancellation policy but I didnt know my departing flight from ***** with (OTHER) would be canceled for reasons I could not control while actively at the airport. If I never made it to the location to board the SPIRIT flight to back home, how am I not entitled to a refund? I find that very unfair and would like assistance in rectifying this matter. Thank you
Business Response
Date: 08/29/2022
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.

I have reviewed your reservation QINZUT and I see you have disputed the charges. Since a dispute has been filed, we are unable to make any changes as your bank has opened an investigation into these charges. Please allow your bank to complete its investigation. Please be advised Mastercard takes up to 45 business days to close their disputes.
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.
On 8/5/2022 I purchased 5 round trip flights for me and my family from philadelphia to ***********. Depart on 8/26/22 and return 8/29/22. 1 week after the reservation was booked I received a email on 8/10/22 stating my flight was canceled. The other 4 flights was still booked. I called and was told one of the passengers called in and canceled my flight. Me and the person they said called called them and let them know that was not anyone on the reservation that called in. After being on the phone for hours we were told it was a error on behalf of spirit. The flight was fixed and a new confirmation code was given. My flight was separate from the other 4 flights. on 8/13/22 I logged into my spirit account to book a additional flight and noticed the date of my reservation departure was changed from 8/26/22 to 8/27/22 but all other flight remained unchanged. I called and let them know I did not request to change my flight and I was told it was done online. I was told I would have to pay a $59 fee to change it back to the 26th. I asked how did they allow someone to change the flight online for free and they couldn't explain. The flight was fixed again. I then booked 1 additional flight. On 8/14/22 I checked the flights again and 4 of our flight was canceled. I was told they were canceled online. I received no email for the cancelations. Each time the changes were made the email address and phone number was changed to a invalid email on the reservations and a different phone number that is not associated with anyone one the reservations. I called and let spirit know it is not us making the changes but was told it was nothing they could do. The first time the changes were made I requested to put a pass word phrase on the reservations incase someone try to make changes. I put the password but was never asked for it each time I called in. If this is not fixed I will lose money for our flights and hotel stay. I emailed corporate but have not gotten a response yet.
Business Response
Date: 08/29/2022
Hi ******,

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

I have reviewed your reservation and I do see several changes and cancelations were made. Please be advised, to change or cancel a reservation, a guest can go online to our website and on the "My Tabs" button, enter their last name and confirmation number to make changes.

As we are a web-based, Guest-driven airline, Guests are ultimately responsible for the reservations and transactions they have made on the website.

Our records show MBM6FY was canceled via the web on August 13th.

****** requested to cancel NLKUGK on August 10th which was then reinstated when you called in.

On August 11th, your flight NLKUGK was changed from August 26th to August 27th online via the web. Your return was also changed from ***-*** to ***-*** online via the web.

Your email address was also changed several *********************** via the web as well. I do see you added a code word to your reservation as well. Please be advised this code was asked to ****** when he called in to cancel 2 additional guests off the reservation but hung up when he could not provide the code word.

I have gone ahead and issued a full reservation credit for your flight NLKUGK

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: NLKUGK
Amount: $81.20
Expiration date: November 19, 2022

Reservation Code: NLKUGK
Amount: $83.97
Expiration date: November 25, 2022

Dont forget to read the terms and conditions provided in the link:

https://******************************************/hc/en-us/articles/202097966-How-do-I-find-and-redeem-my-reservation-credit-
Customer Answer
Date: 08/30/2022

Complaint: 17723393

I am rejecting this response because:
Thank you for addressing the issues with our flights. The credits that are being given is only good for 90 days which would not work for me and my family. Another thing is due to the fraudulent activity involved with these reservations I feel like an exception should be made as far as the refund and cancellation policy. I think we should get refund due to our reservations being hacked or someone impersonating us to cancel our reservations. The security measures used to identify people without a reservation ID numbers concerns me. If you don't know your reservation ID all you have to provide is your name, DOB and email address which is public information. Once they let someone access the reservations over the phone and change the email address associated with the reservations they had all of our information and was able to go online and continue making changes. For that reason as much as I would like to use the credit for a vacation we are afraid of booking another trip and get out of the state or country and can't get home because someone might cancel our flights. For that reason I am asking you to please consider refunding the money. If Spirit can't guarantee our flights will be secure and not canceled it's only fair to refund. We work too hard for our money to just give it away to airline companies for free. And again my daughter missed her birthday trip because no one could protect the reservations from fraudulent activity. All you have to know is where and when someone is traveling and you can cancel the flight with basic public information which is a big problem. Especially when you put pass codes on the reservations and people can still make changes. Once fraudulent activity was detected I feel online account changes should have been prohibited. You should have to speak to a agent to make any further changes. Again please consider a refund in the form ther reservations was paid. I received a email directly from Spirit in prior to receiving this response. I was offered $379.82, $40.07, $125.18, *****, $83.97 in Airline credits for the issues with reservations MBM6FY, MHRY5T and NLKUGK.

Sincerely,

*************************
Business Response
Date: 08/31/2022
Hi ******,

We appreciate your continued correspondence through the Better Business Bureau.

As I have fully researched your concerns, and reviewed our Contract of Carriage, I'm afraid I'm unable to alter the position provided.

You dont need to travel by the expiration date, you just need to book your travel by then, as of now we have flights in our system until March 7th 2023.
Customer Answer
Date: 09/01/2022

Complaint: 17723393

I am rejecting this response because:
I feel like this is not a fair offer. I could understand if we were the people that made these changes. It was fraudulent activity on these reservations. Spirit told multiple different stories as to what happen. The first two people I spoke with told me ****** called in and made changes. After me and ****** called on the three way we were told ****** didn't make the change. We were told it was a mistake by one of the airlines representatives. We then put a password on the flights. Then more changes were made online. I called in to fix the changes and I was told it was a fee. They let the date get changed online without which confused me. You also stated ********************* the phone up when he couldn't verify the password. ****** was on the phone when I made the password with the rep so he knew the password. I feel like Spirit is not being honest about this situation. This is the second huge problem I had with Spirit within 2 months time. As I said before we were issued credit from the first incident that did not even work when we tried to use it. We should have took the first incident further but we left it alone. The previous incident along with this incident might need further legal investigation if we can't get a fair settlement through this method. We do not trust this airline after the multiple incidents. The staff is rude and does very little to resolve issues. When you talk the supervisors most of them can care less and act like you are not telling the truth. If Spirit would listen to the voice recordings they would know it wasn't us who made the changes. For these reasons I do not want credit we want a refund.

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.
On Monday 8/15/2002 upon arriving at ************ **** International Airport return flight boarding gate, a baggage fee was incurred in the amount of 89$. The departing flight from ********** ** was with sister airline Allegiant. The same airline flight carry on bag was used to depart and return. Upon return however, I was informed baggage was 1 1/2 inches to much. This bait and switch action has been reported numerous times with no resolution. My confirmation# TJGU9Q. My email for ticket purchase was **************************************
Business Response
Date: 08/29/2022
Hi ******,

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

Your ticket includes your seat and a personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (including wheels and handles) at the check-in counter, and also at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur a small charge.

Keep in mind that baggage prices are cheaper when purchased in advance. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. All baggage charges are non-refundable.
Customer Answer
Date: 08/30/2022

Complaint: 17723163

I am rejecting this response because:
My statements have validity. I had never flown Spirit Airlines as I stated. How many people has this company taken advantage of? The Company does not want to compensate any of us buyers beware.

Sincerely,

***************************
Business Response
Date: 08/31/2022
Hi ******,

We appreciate your continued correspondence through the Better Business Bureau. I see that you've submitted your correspondence to the **************************** (DOT). As such, our DOT correspondent will be in contact with you to address your concerns.
Initial Complaint
Date:08/16/2022
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.
I was scheduled to fly with Spirit Airlines on 8/9/2022 at 525 pm. The flight was delayed with no noticed to the customers (the sign at the gate was changed) at ~ 5 pm. The flight continued to be delayed until approx 10 pm due to crew scheduling. Once the crew arrived, the Captain noticed a smell on the place and called maintenance. They decided that the plane could not be flown without maintenance check etc and the entire crew deplaned. At that time, we were told that the flight will be delayed without any noticed on how long. The flight was delayed until 12 am and was rescheduled for the following day at 930 am. I was forced to take transportation back at 12 am (alone!). Also, due to the timing for the rescheduled flight, i was not able to reach my destination as needed; i have a day job and am unable to travel whenever i want which was why i had originally purchased an afternoon flight. Subsequently, i was forced to purchased a ticket (4 times the price as it was last minute) with another airline. Noteworthy, i purchased another ticket with Spirit on 8/8; prior to experiencing the abovementioned flight. I have been in touch with Spirit airlines since. They have reluctantly reimbursed me for the 'missed' flight. However, due to their lack of planning, accountability and safety concerns, i would like them to cancel my upcoming flight and refund me the full payment (i don't want a credit or voucher). I don't wish to fly with this airline again.
Business Response
Date: 08/29/2022
Hi ****,

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

Please accept our sincerest apologies for the delay of your flight. Ive researched your reservation and our records show that your flight was delayed crew. We do all that we can to prevent these delays but at times they're unavoidable. Rest assured, we're doing all that we can to improve this aspect of our service.

Upon reviewing your reservation I see your refund was processed in the amount of $4359 for your reservation YW46FE and I have gone ahead and issued a refund in the amount of $87.18 for your reservation PKPJFN back to your card ending in 1866. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.
Customer Answer
Date: 09/01/2022

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: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 8/12 flight to ********* from ********* was scheduled to depart at 2:30pm. We taxid for over an hour and pilots mentioned a delay to take off due to weather. Other planes proceeded to take off and my flight, flight 509, was forced to deplane. It was stated by flight crew that the pilots timed out. The flight delayed to 5:52pm, 7pm, and was then moved to 8/13 at 6:30am and then again 7am. Weather may have caused a delay in take off, and the the ultimate reason for the next day take off was due to no pilots being able to fly when the momentary weather conditions subsided. I incurred $248 in hotel fee, $50 Uber transportation, and $15 extra in parking. I was also charged $60 for a seat that was sold to someone else. The staff was rude, yelled at passengers, and kept passengers from their bags onboard. If pilots are that close to timeouts on flights, I am concerned for the safety and well-being of passengers who are flying with pilots that are over capacity. Ive attached a copy provided by live air traffic indicating clear travel conditions, suggesting the source of the delay was pilot timeout. Id like ******************** to issue an apology for their mistreatment of passengers and offer reprieve for costs incurred for the operational challenges. Not in the form of a voucher.
Business Response
Date: 08/28/2022
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.

Im so sorry to hear that your flight was delayed. Our records indicate that your flight was affected by bad weather. 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 *** occur due to the limited airspace during times like these. Delays and irregular operations, although rare, do occur. We understand this *** throw off your plans, but the safety of our guests is always our top priority.

I can assure you that we are highly confident in our pilots abilities and would not jeopardize the safety of our passengers and crew members by placing an under trained or under qualified pilot in command. Spirit has an outstanding safety record which we have maintained through years of experience, careful training and planning.

Our pilots are highly trained using class D approved simulators; these simulators allow us to introduce all kinds of variables and situations that *** or *** not be encountered during actual flying. This allows us to train our pilots in a controlled environment and gives them thousands of hours of practice and experience.

I see our station issued you 2 $50.00 voucher you can use towards your next flight. No additional compensation can be given at this time.

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: 44990810642100066

Voucher code: 44989982575700068

Amount: $50.00 each
Expiration date: November 08, 2022

For information on how to redeem your voucher, click here.
Initial Complaint
Date:08/15/2022
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 Aug 9 th I tried to book with spirit first time I hit button it said there was error try again. I then tried again same thing. I then looked at bank statement and saw money had been taken from account. I called spirit and the gentalmen I spoke to said the one was on hold for failed payment but he would cancel second one. I kept waiting for money to be returned to the card but it never happened so today I called spirit and they said they would give me ***** back because I didn't cancel with in 24 hours. I explained we canceled in the 24 hours and they refused to refund me. I was dis respected hung up on ect. I then called back and basically was told this matter isn't a issue and its the rules. I will take more action if they refuse my money since I did call in the 24 hours. I will contact news and lawyer
Business Response
Date: 08/28/2022
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 reservations and I see the payment on your reservation RY6WRR was declined and your second reservation NIVHGD payment was processed.

An email was sent to **************************** regarding both reservations.

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.

When you called our Reservations Team, you did not request for the second booking to be canceled.

As a courtesy, I have gone ahead and issued a refund in the amount of $58.59 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:08/15/2022
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.
my self and my son booked a flight from ***** ** to ************* **. for July 19 2022 return on July 23 2022 flight #*** to ** and 341 return on July 16 my husband came down with covid/19 so i called the air line to see if i could fly they told me absolutely not so i had to cancel the flight. I called the air line on July ************************************************************************ a 90 day credit ,I told them i could not use a 90 day credit because i only get 1 week vacation and then i had to go back to work then they told me to file a complaint with guest relations they ask for proof of covid test which i sent. on aug 11 2022 i called guest relations and they said they had all my information I paid $232.18 for my self and $207.18 for my son for a total of $439.36. I have called over 10 times and had to spoke to a different person every time. confirmation numbers zyqppb ,efyj8z They told me i could not fly so none of this is my fault.
Business Response
Date: 08/28/2022
Hi *****,

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

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

I kindly request a copy of any documents validating your emergency, so we can issue the proper reimbursement for the affected flight.

I have reviewed your other cases and I was unable to open the documents you provided.
Customer Answer
Date: 08/30/2022

Complaint: 17720869

I am rejecting this response because:

Sincerely,

************************* I have sent them the information that they ask for three different times the last time being 8/29/22 they have said in the past that they have all the information they need . I think they are stalling so if i don't send information they won't have to refund my money. I have ask for them to call me to resolve this matter.Phone number ************ no response
Business Response
Date: 08/31/2022
Hi *****,

We appreciate your continued correspondence through the Better Business Bureau.

The attachments you preciously sent in are unable to be opened. Please provide a screenshot or PDF of the medical documents. Once received, I'll do all that I can to help.
Customer Answer
Date: 09/02/2022

Complaint: 17720869

I am rejecting this response because:I have sent them all the information they ask for and MJ from spirt confirmed that they had all the information now that i filed a complaint with the bbb they say they can't open it. So i sent all the information again and now they say it could take up to 30 day to respond. To say i believe in what they say the answer is NO.

Sincerely,

*************************
Initial Complaint
Date:08/15/2022
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.
Purchased insurance for flight was told because its low cost I am ineligible however, company did sell me this benefit but refuse to reimburse
Business Response
Date: 08/28/2022
Hi ******,

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

Please be advised both Spirit Airlines and Expedia are separate entities, each responsible for the services offered. All questions related to Expedia bookings, should be directed to Expedia.
Initial Complaint
Date:08/15/2022
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.
Purchased Spirit flight on Wed, Aug 10 (confirmation code: WK28HQ) for $114.18 for Sat, Aug 13. I purchased the flight with ********************** (policy #: **********) for an additional $17.50 in order to cancel my flight and receive full refund reimbursement, if needed. On Friday, Aug 12, I decided not to fly Spirit on Saturday and proceeded to cancel my flight via the Spirit mobile application. I was not able to cancel my flight and receive full refund from the mobile app, so I called Spirit. The Spirit representative that I spoke with stated that Spirit does not provide refunds and has nothing to do with the insurance that you can purchase directly from their website as an add-on (Travel Guard). This was extremely disappointing to hear and misleading, but they provided me the phone number to the insurance provider. I called Travel Guard and the representative there stated that I would need a valid reason for cancelling my flight. I did not have a reason aside from just wanting to cancel the flight, which is why I purchased the insurance in the first place, which said online that I would be eligible to receive 100% travel refund for any cancellation. They refused to refund me the money without a valid reason and refused to give me a list of qualifying reasons. The entire process was painful and misleading, causing me to be on the phone for over an hour working the details out. This insurance policy misguided me, an average consumer, and I cant imagine how many others are and have dealt with the same exact problem. I am looking for a full refund of $131.68.
Business Response
Date: 08/25/2022
Hi Ofir,

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-

As a courtesy, I have issued you a reservation credit for your 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: WK28HQ
Amount: $114.18
Expiration date: November 21, 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-

Please be advised the amount paid to Spirit was $114.18, please contact Travel Guard for your remaining amount.
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. Unfortunately, the insurance group that I booked through will not refund me the $14 or so that I paid for the insurance, but I will have to make due with this. Thank you for helping me get this settled.

Sincerely,

***********************
Initial Complaint
Date:08/14/2022
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.
Spirit cancelled a flight from ********* to ****** on scheduled to fly on April 4th at the very last moment. I had a reservation for 3 people. We had planned a vacation in ****** till the 9th. We are Indian citizens which meant we had to process tons of paperwork ***** related formalities) for the trip. In addition, we had made bookings for hotels for the entire period. Spirit couldn't find any alternative flights for us in the next couple of days. This jeopardized our whole trip. Not only that, the customer service was extremely poor and getting in touch seemed almost impossible. Finally they compensated by providing 8 vouchers worth 50 dollars each. Interestingly, I asked for just a single voucher corresponding to the same amount which I was denied. I figured that only one voucher could be used per booking and the vouchers had an expiration of 3 months. Needless to say, I couldn't/wouldn't go on 8 trips in the next 3 months. Infact, I didn't make any trip by spirit for the next 3 months and didn't/couldn't use any of their vouchers. Moreover, the vouchers were issued in 3 names which meant I would have to book separate tickets for each person to make use of the vouchers. The feeling seemed to be that the vouchers provided were designed to make sure that they can't be redeemed. I have provided the details of the booking as an attachment. The confirmation code for the booking was : GB71WY. I request a cash refund of the vouchers and a compensation amount for the inconvenience.
Business Response
Date: 08/25/2022
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 that your flight was canceled due to weather. We do all that we can to leave on time, but the safety of our guests and crew will always come first.

When this happens, 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, a refund was processed in the amount of $353.73 back to your card ending in ****. This included your (airfare and baggage fee).

Future Travel Vouchers are valid for a single-use with no remaining value after its use. It can only be used by the Guest it was issued to and is non-transferable. Future Travel Vouchers can only be applied to the flight portion of base fare excluding carrier fees. It cannot be redeemed for cash and cannot be used for any other products including vacation packages, car rentals, bags, and seats.

Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. Future Travel Voucher use is restricted to certain classes of service. Restrictions may also apply during peak travel periods and to certain destinations.

Please be advised one voucher cannot be created for the entire amount of the vouchers and they system will create a voucher for all parties on the reservation. The voucher expiration date cannot be extended or changed.

As a courtesy, I will honor a one time extension of your vouchers but please be advised, if they expire, we will not be able to reinstate them again. Please reply and let me know if you would like to extend your voucher.
Customer Answer
Date: 09/04/2022

Complaint: 17716008

I am rejecting this response because:
1. Spirit is issuing strange $50 vouchers which are absolutely not useful. They didn't even wait for my response and went ahead and issued the vouchers which expire in 2 months. Spirit needs to realize that if they care about the voucher being used they should provide reasonable timelines.
2. 6 out of the 9 vouchers are issued in names of people who reside in a country where Spirit doesn't operate. They were here on a vacation and the flight got cancelled. These vouchers are absolutely useless as they can't ever use the vouchers. Either refund of an equivalent amount in the names of original travelers or vouchers in the name of the person in the name is useful but Spirit won't do that due to "Policy". Only question that remains answered is why were 8 vouchers issued for 3 people (3+3+2)? What policy is that?
3. The claim that the flight was cancelled due to bad weather is absolutely not true. If airlines cancel flight due to bad weather, that is explicitly mentioned. The original email (copy provided) nowhere seemed to mention that the flight was cancelled due to weather. Also, the email for the cancellation came a day before the original flight and there was absolutely no prediction for bad weather the following day. Last but not the least, I took another flight the same day at about the same time from the same airport (Milwaukee) and went to the same destination (******) with another airline. I am happy to produce details if needed. So the claim the flight was cancelled due to bad weather is absolutely not true. Infact, I remember (when I called *************** that Spirit had tp cancel the flight due to "logistical issues". They record all calls so I am sure Spirit has the recording somewhere and they can definitely pull that up. So I would appreciate if they can stick to facts without trying to mislead people.
Again the demands remain the same. Either voucher in the name of one person with the exact same value with the validity of a year or refund in the names of all passengers. To be clear, I am asking for the exact same amount that Spirit is issuing but just want it to be usable and not merely a formality.
Sincerely,

***************************
Business Response
Date: 09/07/2022
Hi ******,

We appreciate your continued correspondence through the Better Business Bureau.

As I have fully researched your concerns, and reviewed our Contract of Carriage,I'm afraid I'm unable to alter the position provided.
Customer Answer
Date: 09/08/2022

Complaint: 17716008

I had asked very specific questions in a bulleted format and received a generic response which did not actually address any questions.

Sincerely,

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

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