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

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines, Inc

  3400 E Sky Harbor Blvd Terminal 2 Phoenix, AZ 85034

• 

  Spirit Airlines

  1 Harborside Dr Boston, MA 02128

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:08/14/2022

  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 my flight out of *****, ******* at concourse G on 8/14 at 920 am, I went to go thru tsa i was stopped by a spirit employee (at the tsa entry) because I had to many items. I responded saying I have my backpack(personal item) and then a bag which contained my breast pump and my already frozen milk). The agent was rude and said that my breast pump within the cooler bag is considered a carry on and i needed to be charged the astronomical fee spirit charges (for same day carry on items). Mind you I had already flown down from **********with the same items and had no issue. I said to the worker, a breast pump is considered a medical device and that i need to be able to pump while waiting in the terminal since my 4 month hasnt really had formula. Not to mention (there is a current nation wide shortage of formula and that my breastmilk is needed to go home to my baby). this woman, of all genders!@!! said its my choice to breastfeed my baby and not medically necessary!!! I was sent into a panic, to pay near 100$ to carry on my milk because this woman wasnt working with me at all!! i showed her tsas statement on breastmilk and breast pumps and still was given the worst attitude. So i went running back down to the check in counter to be told many different things (all not helpful) from the range of - i cant carry breast milk thru tsa without the kid present (which honestly made me internally lose it because i am like I wouldnt be needing to carry on breast milk if my child was here but i had to travel without my baby this weekend.) This cant be how it is for women! I wasnt trouble, i wasnt rude*

  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.
  
  
  Breast pumps and baby formula are allowed to be carried onto an aircraft and dont count against your carry-on allowance. Be sure to notify a TSA officer when going through the security check-in.
  
  
  
  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.
  
  
  
  Upon reviewing your reservation I see you were not charged for your breast pump and was able to board your flight.  

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17715841
  
  I am rejecting this response because:
  There should be nationwide and system wide changes made for the process of mothers who are traveling. From what i have been gathering there are many instances where a mother is made to feel uncomfortable and put in a similar situation.  You are correct. I was able to make my flight and wasnt charged but it was a significant inconvenience and personal cost. I ended up also not being able to pump before boarding plane and was put into a very emotional and physically uncomfortable situation due to delays. A mere talking to of the agents at *****- is not enough for change in the system to occur 

  ***********;
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/31/2022

  Hi ******, 

  We appreciate your continued correspondence through the Better Business Bureau.

  Thank you for your feedback, I have shared your concerns with our Director of Airport services for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17715841
  
  I am rejecting this response because: what is the plan to make this better? Just sharing concerns is like writing a letter And ripping it up. Tell me what they will do to fix the problem 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/14/2022

  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.

  This was with Spirit Airlines. I do realize this is an airline you pay additional fees for absolutely everything. I knew that going in. This is why I upgraded in almost every way possible. The flight was good. The cabin stewards were great on the 2nd leg. However, their customer service is horrendous. No one can answer anything. No one helps. No one even tries to assist. First, I found boarding passes someone left in a kiosk. I tried to find someone to let them know and there was NO ONE anywhere to be found. Finally, I found someone and he just looked at me, took them, crumpled them and threw them away. Next, tried to get support with how to do the "self stickers" on the luggage. Again, one person and he didn't really help at all. My main concern, however, was that with the internet service. I tried to purchase this 3x. After at least an hour of trying to get it to work, it finally brought up ******* But, every time I tried to bring up something, it told me internet wasn't available and redirected me to start again. I tried to get my $8.99 back because it did not work the whole time! I was told no. I asked to talk with some one else. Told no. No help. No support. No refund for something that did not work.I have extreme fear of flying and purchased this so I could listen to my meditating podcasts and help me to relax.I want my refund! They also need to fix this or just don't have the option. Also, my understanding after initially speaking with a rep when I purchased tickets, I was told joining their club would give me free drink & snack and discounts on flights, seats, bags, etc I did not get that. Again, I spoke with agents at the airports, chatted on line. I got no discounts and no support. No one knew anything. I want my money back ($69.99) for the ************ There was absolutely no benefit at all. This airline charges and charges but does not carry through on what you are supposed to get for those charges. Also, it's impossible to speak with anyone in charge.

  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 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.
  
  
  Please use the link below to obtain your WIFI refund:
  
  https://******************************************/en-us/category/article/KA-01498
  
  
  
  When you join the Spirit ************ youll get exclusive access to some of the lowest fares available, as well as discounted prices on bags, seats, and other options such as shortcut security, shortcut boarding, and flight flex. Plus, youll get special deals that are only available to our *********** members. 
  
  
  
  At your request, I have gone ahead and canceled your *********** and issued a refund of $69.95 back to your card ending in 1917. 
  
  
  I'm terribly sorry that you had an upsetting trip with us overall. Rest assured, this is not normal with Spirit. We strive to provide you with an awesome vacation from start to finish because we know that each of our Guests work hard to take that well-deserved trip.

• Initial Complaint

  Date:08/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We want a full refund for me and my husband 8/14 flight. Over two hours late and zero accountability then made me miss my appointment. They charge $89 for a bag and complete lie with horrible customer service. Extremely disorganized boarding and the ticket agent staff was so rude. No accountability. I want a full refund! Made me miss my appointment. I could have driven from Vegas if I knew it would take long to fly. Full refund no credit! Wont ever fly again.

  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'm truly sorry that your flight was delayed. Our records show that your flight was delayed due to government security, which is outside of Spirits control.
  
  
  
  Your ticket includes your seat and a personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box  at the check-in counter, and also at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur a small charge.
  
  
  
  Keep in mind that baggage prices are cheaper when purchased in advance. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. All baggage charges are non-refundable.
  
  
  As your flight was boarded and travel is complete, we are unable to honor your request for a refund. 

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17715572
  
  I am rejecting this response because:
  It is misleading, deflects blame, does not hold Spirit accountable because they caused the initial security issue after a passenger freaked out because of another delay they caused.  And the bag ******* and they charged us anyways. 
  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. 

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17715572
  
  I am rejecting this response because: it is unacceptable, provides no cash refund, holds no accountability and doesnt respond to concerns and merely deflects blame. Who is going to hold Spirit accountable for their ridiculously poor service? Constant delays? Poor standard of care and lack of accountability?  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/14/2022

  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 Tuesday, August 9 2022 I attempted to book a flight for my brother in law, ***************************, from ***** to *********. I accessed the Spirit webpage and logged into my account in order to earn the reward points. I selected the flights needed and moved forward. I was informed I selected the *********** fare, and that the passenger could not be different from the booking party; or in other words I could only book myself a ticket at that rate. This caused me to have to back out, log out and order the ticket as a guest so that ******* name could be entered as the passenger. Upon doing this and selecting the higher priced fare I was able to continue and enter ****** as the passenger with my information as the contact, as it was his first time flying and I wanted to be contacted in the event an issue arose. Several days later, I went to check him in for his flight and noticed the ticket had reverted to my name. I am unsure if it matched email or contact information, however it was showing ******************* as the passenger, and now showing ****** as the contact. I immediately reached out to Spirit via phone, and was told repeatedly that fare was non-refundable and could not be changed despite me communicating that the fare was reserved in ******* name originally. After an extended conversation I was directed to that chat support. Over the next three hours I was assisted by several employees, then eventually referred back to phone support. Upon calling and requesting managerial assistance, I had the call disconnected on Spirits end twice before speaking with someone. After another 30 minutes I was then directed back to chat support, where I was eventually told that the issue was resolved and everything was set. When ****** arrived at the Airport on 8/14, he was informed that the ticket was still in my name and then had to purchase an additional fare at $322.

  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 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.
  
  
  
  As we are a web-based, Guest-driven airline, Guests are ultimately responsible for the reservations and transactions they have made on the website.
  
  
  As our fares are non-transferable, we were unable to change the name on the reservation to ******'s name. I have reviewed your reservation MW1J6B and I see you have disputed the charges. Since a dispute has been filed, we are unable to issue any refunds as your bank has opened an investigation into these charges. Please allow your bank to complete its investigation. Please be advised for **** cards this dispute can take up to 30 days. 

• Initial Complaint

  Date:08/14/2022

  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.

  Aug 8th 2022, Flight *** to *** conf code KWEZMB, Flight: NK1015 I was forced to pay for a bag that shouldve been included as a personal item for my infant. I was boarding the flight the agent stopped me asked for my tickets and said I had too many bags, I said ok and took my throw blanket out the bag, so now I had 3 bags for 3 people. She asked which bag was the infants bag and I said the one on my back, she then said you still have too many bags, I said how if we each get one (my infant, 11 y.o. and myself). She didnt explain she just stated that I had to pay for the bag on my back. I said why if this is my childs diaper bag and I flew to *** the same way Im leaving and I had no issues at ***. She also would not give me back my boarding pass unless I paid for the bag and they closed the gate on us saying they couldnt wait. So I paid for the bag or else me and my kids wouldve been stuck in ******* over a diaper bag. She still even after I paid did not give me back my boarding pass and I think that was to keep track of me saying that I was going to dispute for my money back and I was filing a complaint against her. She had no right to keep my boarding pass which was what I paid for my ticket. I called CS and she said based off the notes on the account the bag fees are valid and they wont do anything about it. Since when does a acc get notated for a bag fee and what makes the bag a valid charge it I had one bag per person that was w/ me. It was a diaper bag. I also said that I would take my babys items out the bag and she said I couldnt do that. It was literally just his items and my car keys. Im disputing for my $89 that I was forced to pay or I wasnt allowed on my flight which ended up being delayed anyway for 2 hrs because if the weather. I chatted w/ Spirit cs the next day and they even stated that I was allowed a personal item for myself and my lap child, so Im not sure why she gave me a hard time and tried to make me miss my flight. Im owed $89.

  Business Response

  Date: 08/24/2022

  Hi Tiona, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Your ticket includes your seat and a personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box  at the check-in counter, and also at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur a small charge.
  
  
  
  Keep in mind that baggage prices are cheaper when purchased in advance. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied.
  
  
  
  We rely on the expertise of airport agents to assess the correct baggage charge based on our guidelines. All baggage charges are non-refundable.

  Customer Answer

  Date: 08/28/2022

   
  Complaint: 17709796
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/07/2022

  , Per the email the bag had to be w/in dimensions and the bag was a small diaper bag,she specifically asked me which one was the babys bag I said the on my back she said ok you have to pay for that one I should not have been charged for the bag at all and I do not want a credit w/ Spirit airlines because I dont plan of flying w/ spirit plus they gave me 90 days to use the credit when I dont plan on flying w/ them. It was 3 people flying and I had 2 bags and the 3rd bag was my infants diaper bag, Which was the bag I was charged for.  Per the pictures I submitted the bag was well w/ in the dimensions of the requirement. I do not understand why the agent made it a big deal and charge me for the bag. Me and 2 other families were held back. The charge for the diaper bag was a bogus claim for whatever reason they tried to delay us w/ getting on that plane. The pictures shows the bag I was charged for and a bag that the hospital gives for free for a size comparison.

  Business Response

  Date: 09/08/2022

  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: 17709796
  
  I am rejecting this response because: they are still saying that the charge was valid. Its strange to me how a gate agent can lie about a bag for whatever reason and charge me for a diaper bag when I clearly had a 7 month old and a 11 yr old w/ me. I know for a fact that the agent was mad when I stated that I was going to dispute that charge and said whatever she had to say to make sure that the charges seemed valid. The gate agent is a lie and the cameras that day would prove I had 3 bags with me and they were ALL in compliance w/ the size restrictions. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/14/2022

  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 a ticket from ******* to ***** for 8/13/22. Payed for two check bags. Airline attendant states that she doesn't see that bags paid for says call spirit. Call send proof that bags were paid for. They say they can get bags to ***** on diffret plane. Get bags delt with. Then they say oh now its to late to check in on flight that should have been made if not for attendant having me call to prove that bags were already paid for. Which they were. So they say call Spirit again talk to someone who says they have to send me to a supervisor. Supervisor says you were marked as a no show. Meanwhile standing in line in front SPIRT attendant. Supervisor says you can get next flight out which will be tomorrow 8/14/22 at 4:17. I said I have to get off phone to confirm. Supervisor say " I will call you back in 30 mins" No call... I call back saying I will book they say that offer is gone. At every turn it seems like I'm dealing with a company that has ZERO accountability for their poor training and horrible customer service. Whats the point in having a customer service number that offer **** poor service to begin with. Then they can ever keep their own word or hold themselves accountable for anything. Everything seems to fall on the customer. Not to mention the first time I called they said they were putting me in contact with supervisor they left me on the line for 15mins on hold then hung up!!! Then had the audacity to say that passenger was a no show while in line dealing with attendant. Spirit still has luggage, and now have to go back to pick up luggage that if only dealt with properly in the begging would have lead to everything being fine.

  Business Response

  Date: 08/24/2022

  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.
  
  
  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. Upon reviewing this reservation, I see the check-in cut off time was 4:50pm and you arrived at the kiosk at 5:02pm. 
  
  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
  
  Guests who miss their flight are offered the $99 same day change fee to be re-booked for the next available Spirit flight as a way to assist instead of making guests buy a brand-new flight ticket, as flights booked on the same day of travel are typically more expensive.

• Initial Complaint

  Date:08/13/2022

  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.

  Hi I had booked flights on spirit airlines round trip from *** to *** august 6 to the 9th. On august 4th at 9:20 pm I received an email my flight had changed redirecting my flight from *** to ***. My return flight was still coming home from *********. I called their customer service and they gave me two options. Cancel the flight or pay $178 for a later flight shortening my trip. I couldnt cancel my hotel so I would have lost $400 if I cancelled. They were not accommodating. I asked to be on my original flight at no cost since it was still an active flight and was told they couldnt do that. I believe this is unfair to the consumer and people should be aware of how they treat people.

  Business Response

  Date: 08/24/2022

  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 reviewed your reservation and I do see there was a last minute schedule change on your reservation. Your refund in the amount of $178.01 was issued back to your card ending in 1270. 
  
  
  While I know we can't change your past experience, I'm hoping a Future Travel Voucher will encourage you to give us another chance to serve you. 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: 45127831878300001
  
  Amount: 50.00
  Expiration date: November 20, 2022
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair 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 told on the text to chat that my voucher would be extended then when I called to have it extended the chat was not honored.

  Business Response

  Date: 08/24/2022

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Reservation credits are valid for 90 days and may be extended once. I have reviewed your reservation FI3D8N and I see your credit was extended twice,   and your remaining credit is $94.64. 
  
  
  I have gone ahead and issued a final credit extension. Please know if this credit expires again we will no longer extend it. 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: FI3D8N
  Amount: $94.64
  Expiration date: November 20, 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: 08/24/2022

   
  Complaint: 17709010
  
  I am rejecting this response because:

  the full credit should be extended, I was forced to book a flight I did not want due to the amount of time it took for the company to respond.

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

  Business Response

  Date: 08/25/2022

  Hi *****, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  Before I make any changes to your reservation. Please confirm you would still like to cancel your upcoming flight HK4GVA. 

  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:08/11/2022

  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 21, 2020, *************************** (hereinafter referred to as "Complainant") purchased tickets from Spirit Airlines (hereinafter referred to as "Respondent") online their website (www.spirit.com) for his family; ****** ********* Del Toro ***** (an adult), ****** ******************************* Del Toro (a minor) and **************************** (a minor), for flights between *********, ** and *********, ** (confirmation number # WLZ2UA Flight# NK 429), for August 11, 2020, departing *** at 12:43pm and arriving at SAN at 1:57pm. The total cost for the tickets was $117.54. On August 11th, 2020, the Complainant's family (non-english speaking tourists) listed above, arrived at the ******************************* at 11:00am PST (1 hour 43 min prior to departure), to check-in for their flight with Spirit Airlines. Upon reaching the ticket-counter they were informed by an Agent that their reservation did not exist. The family members then contacted the Complainant and upon further questioning of the supervisor agent (via telephone), the agent informed the Complainant that the tickets had been canceled by the Airline. Upon further investigation, it was discovered that neither the Airline, nor any Agent, notified the Complainant and/or his family about the cancellation prior to their arrival at the airport that day. The Complainant then notified the supervisor over the phone, that their actions resulted in a violation of the *** Regulations (bumping), and that Pursuant to the Act, that they needed to pay reparations and/or issue new tickets to the Complainant's family. The Supervisor informed the Complainant that he would need to "contact Corporate" and that she could not do anything for them, and hung up on the Complainant before he could respond. The Complainant then contacted the Corporation via telephone and was informed that "they didn't know what happened to the reservation". Complainant was then forced to buy new tickets on the same flight/airline at a higher price of $158 and $48 *** TX

  Business Response

  Date: 08/23/2022

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Were so sorry to hear that your family's return flight was cancelled. While reviewing their reservation, I see that they were unable to complete travel with us on their outbound flight.
  
  
  
  Per our Contract of Carriage, when a Guest misses their outbound flight and fails to notify our ****************** or Airport staff prior to missing the flight, their return flight is automatically cancelled. We encourage our Guests to reach out to us prior to their travel time if there are any changes to their travel plans to ensure that their return flight is saved.
  
  
  
  I see they were issued a full reservation credit for the missed flight that they were able to use on their new flight. 

• Initial Complaint

  Date:08/11/2022

  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.

  Sprit airlines was supposed to refund me $90 for an upgraded seat that was not available for a July 2, 2022 flight. After following up they agreed to a refund and emailed me a response on July 19, 2022 stating a refund would be processed within 7 days. I did not receive any refund in that time and notified Sprit via email on Aug 3, 2022 to which they responded by saying they'll look into it and be in touch soon. As of yet I haven't received my refund. Would like to resolve asap, attached are copies of email correspondence.

  Business Response

  Date: 08/23/2022

  Hi ****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Upon reviewing your reservation I see the refund for your seatbid in the amount of $90 was processed on 07/20/2022.