Complaints

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

close

Find a Location

Spirit Airlines has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  BWI Baltimore, MD 21240

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:08/11/2022

  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 found out on Aug 5th, 2022 that my Spirit Airlines flight was cancelled from *** to PNS scheduled for Aug 28th, 2022. I found out on my own by searching for baggage fees for Spirit airlines. I was never emailed or called about the cancelled flight, and Spirit airlines admits this. On the phone august 5th, an agent told me the flight was cancelled April 22nd, 2022 and I was not informed. The airline says they will only give me a credit for a new flight and they refuse to refund my ticket because its after 24hours of booking my tickets. The ********** of ************* website states that consumers are not entitled to a refund on nonrefundable tickets UNLESS the airline cancels the flight. Which they did. There were 2 separate reservations for that flight (6 passengers). The confirmation numbers are LBPLVY (travelers ******************************* and *********************) and NHEBTW (travelers *****************************, ******************************, *************************************, and ****************************). I am requested a refund, not a credit. The credit they issued expires Nov 2nd, 2022. They can't take the credit back and issue my refund as we will not be flying with them.

  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.
  
  
  
  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.
  
  When there is a schedule change, we always send flight status notifications to the email that we have on file. Once received, you do have the option to accept or deny the changes. 
  
  
  Our records indicate that you purchased your reservation with a third party agency. Unfortunately, the third party agency did not place your contact information on the booking. As such, we were unable to notify you of the schedule change. However, please know that Spirit does notify the third party agency of the schedule change and its their responsibility to inform their customers. 
  
  
  In these cases, the options available to our customers are re-accommodation on the next Spirit flight or a refund of the affected segment. 
  
  
  I see your refund was already issued on LBPLVY, I have gone ahead and issued a refund for NHEBTW in the amount of $759.84 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: 08/23/2022

   
  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. Thank you for taking the time to look into my case. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/10/2022

  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.

  Booked a flight on Spirit. I opted to bring a personal item versus a check bag for myself and spouse after checking the dimensions requirements online. Our bags were compliant. Got to the airport and was flagged to purchase two bags by the most disrespectful Spirit employee. Asked for a manager and she refused. Asked for her name and she refused. I requested for her to check my bag measurements and she refused. I expressed that I have used these exact bags many times on Spirit with no issues. In order to get on the plane I had to pay $198 for two bags which was unfair. I submitted a complaint with the Spirit complaint department and all they did was send a scripted response with info that I was already aware of and that was the bag dimensions that my bag met. My bags were not over sized nor overweight. I am seeking a refund for the charges that were not justified.

  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.
  
  
  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.
  
  
  I understand that you stated your bag was within our personal item guidelines, however, because Im unable to verify what bag you had at the time of travel and its dimensions, Im afraid that Im unable to issue a refund.

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17701083
  
  I am rejecting this response because I requested for my issue to be addressed by Spirit management and was denied the opportunity by the Representative at the desk. She refused to give me her name.  Spirit noted on the response that they were unable to verify my bag at travel time in order to release a refund.  This could have been avoided at the airport when I requested this before giving up my money. I should not bear the financial impact because of the representative not giving me an opportunity to plead my case. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/07/2022

  Hi *******,
  The credit is only valid for 90 days. Please note that you do not have to travel by then, just book a flight by the expiration date. We can offer a one time courtesy extension. Please reach out to us after the expiration but prior to June 1, 2023. Your credit will be extended 90 days from the date your request is processed.

  Customer Answer

  Date: 09/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/10/2022

  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 experience with Spirit Airlines was TERRIBLE. I will let anyone I know about your services because its completely arbitrary. I had a flight from ***** to ********* in ** and we were boarded TWICE and told That our flight was canceled at the very last minute, at 10 pm at night. They crew made so many excuses, from the weather, to not having enough gas, to even blaming the people. I had to go all the way over to *************** and I still havent even gotten home as yet. Im tired, I had to sleep in the Airport and literally was escorted out by security but I have nowhere to stay. I couldnt afford a hotel, I used the last of my money to get here. I have to work and Im not even compensated for my struggle and the amount of time that was wasted when I couldve canceled Long before but no. This was a traumatizing experience I felt stranded in a place I didnt know nothing about the workers lack communication, and they put my friend and I on 1 separate flights even though we asked to be together.

  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.
  
  
  I'm so sorry to hear your flight was canceled due to weather. We do all that we can to leave on time, but your safety will always come first.
  
  When these unexpected cancellations happen, we can re-book you on the next available Spirit Flight or, we can issue a refund of the unused portion of your itinerary. As requested, you were re-booked for the next available Spirit flight.
  
  I know that this trip didnt go as planned, but I hope that you will give us another opportunity to make it right. While Im unable to reimburse you for your out of pocket expenses, I see our station issued you a Future travel Voucher you can use towards your next flight. 
  
  The amount covers the base fare for Spirit flights. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. Youll have 60 days to think of an awesome place to go and book it. You dont have to fly by the expiration date, just make a reservation before it expires.
  
  I've provided the information for your voucher below: 
  
  
  Name: *****************************
  
  Voucher: 44956520325700001
  
  Voucher: 44947344442700087
  
  Amount: $50.00 each
  
  Expires: November 06, 2022
  
  
  https://******************************************/category/article/KA-01231
  

• Initial Complaint

  Date:08/10/2022

  Type:Order 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.

  Theyre always constantly sending emails regarding promotions that they dont offer this is the six consecutive time that you guys continued to send emails and dont honor it and when I call any reps they always say the same excuse first come first serve and I literally tried to book as soon as I received the email just to test if these promotions are factual. I want to speak to someone in corporate not someone in ***** please or I will come to the ************** personally

  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.
  
  
  I'm sorry you were unable to apply the promo code to your reservation. Please note that our promotions are date specific, have a fare minimum requirement, are exclusive to online bookings, and expire on the date displayed on the website at the time of release. 
  
  If you were unable to take advantage of a promotion, we do offer several promotions at least once every 2 weeks and we hope you will be able to take advantage of one of them in the future.

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17699011
  
  I am rejecting this response because: someone from corporate needs to call me
  
  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. 

• Initial Complaint

  Date:08/10/2022

  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.

  During fight #*** with confirmation # IHZQ9G on 8/9/22 we were held on the tarmac nearly 5 hours before given the option to deplane. However, Spirit Airlines Contingency Plan for Lengthy Tarmac Delays includes the following:14.1 For domestic flights, Spirit Airlines will not permit an aircraft to remain on the tarmac for more than three (3) hours before allowing guests to deplane for arrival flights, or before the pilot begins maneuvering the aircraft to a suitable disembarkation point (in areas controlled by Spirit), or before the request for permission to return to a suitable disembarkation point is made to the ******************************** control tower, airport authority , or other relevant authority directing the aircraft's operations on the tarmac (in areas not controlled by Spirit) for departure flights.Im filing this complaint to request FULL reimbursement of my flight expenses, not a travel voucher or credit. If not accommodated my next level of action will be to file a grievance with the *** as they have confirmed flights within the U.S., if delayed on the tarmac for more than 3 hours, are entitled to compensation per *** regulation.

  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.
  
  
  Im so sorry to hear that your flight was delayed. Our records indicate that your flight was delayed due to weather/Air Traffic Control and sat on the tarmac for 1 hour and 48 mins before returning to the gate. 
  
  
  
  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.
  
  As your flight was boarded and travel is complete, I am unable to honor your request for a refund of your flight. 

• Initial Complaint

  Date:08/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a round-trip flight with Spirit Airlines from ***************** to ***************************, and back. The flight from ********* was fine, I had landed safely and was a good flight overall. The flight coming back from ******************* was scheduled for 3:47pm, along with a few other flights from different airlines such as Delta. My fianc flew with Delta and I flew with Spirit, being that she had previous credit and she was able to provide me with information about other flights. We had the same scheduled time for our flights and was predicted to land at the same time. Spirit had at first delayed our flight and said it was die to the weather, however my fiancs flight took off despite us going to the same place. They delayed it for 1 hour, then 2, then 3 and at 6:19pm, they started boarding people. I boarded the plane and sat there until 7:49pm, then they took us off the plane because we were on for too long. They didnt cancel our flight and they said were still taking off. So I waited until they boarded us again, which was at 9:20pm. They boarded us again and the aircraft began making its way down the runway, and then at 10:30pm after sitting, they said the plane had to turn back because they didnt have enough fuel. After we made it back to the dock, they took everyone off the flight and canceled it. I had to wait 2 hours on line until 1am after collecting my bags to be placed on a flight to Newark the next day, with no compensation or refund. They refused to refund anyone on their money and were just issuing a $50 voucher as compensation. They only Re-boarded us on different flights. I had to spend the night inside the airport by myself, with no one that I knew and my safety wasnt guaranteed. Im under age so I cant get a hotel and I didnt have any money to even purchase a different flight outright. I asked for a refund so I could, but the desk told me there were no refunds. I reached out online and they said the same. I want a full refund.

  Business Response

  Date: 08/22/2022

  Hi *******,
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I'm so sorry to hear your flight was canceled due to weather. We do all that we can to leave on time, but your safety will always come first.
  
  When these unexpected cancellations happen, we can re-book you on the next available Spirit Flight or, we can issue a refund of the unused portion of your itinerary. As requested, you were re-booked for the next available Spirit flight.
  
  I know that this trip didnt go as planned, but I hope that you will give us another opportunity to make it right. While Im unable to reimburse you for your out of pocket expenses, I see you were issued Future travel Vouchers you can use towards your next 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: 44950412846100001
  
  Amount: $100.00
  Expiration date: November 06, 2022
  
  
  Guest name: ********************************* 
  Voucher code: 44947348503700079
  
  Amount: $50.00
  Expiration date: November 05, 2022
  
  
  
  For information on how to redeem your voucher, click here. 

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17697805
  
  I am rejecting this response because: I originally wanted a refund and your company refused to provide me with a refund. I did not want the rebooking. I was forced onto it. I did wanted a refund and I asked at the front desk. They told me no. So the only way Im being compensated is with vouchers? Thats completely unfair. I do not want these vouchers. I want my money back. 
  
  Sincerely,
  
  ********************************

  Business Response

  Date: 08/25/2022

  Hi *******, 
  
  
  I'm sorry you're dissatisfied with my response. Please know, this decision is not based on lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all of our customers. 

• Initial Complaint

  Date:08/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to change my flight spoke to a representative over the phone who advised they would change my flight for me from a one way ticket to a round trip ticket the representative charged me a change flight fee and everything, I even spoke to a supervisor on behalf of this conversation the representatives changed my flight to *****, ** when I originally traveled to *******, ** and provided this confirmation with several reps. **** I noticed their mistake I called and requested a credit or refund & the representative refused to help me being a supervisor and understanding the mistake she refused to assist me. I then filed a dispute with my bank since the representative refused to help & the charged was reversed to spirit for their cancellation policy disregarding the original complaint for my flight being screwed up.

  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.
  
  
  
  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 Reservations Management 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 SGFCGZ and I see you have disputed the charges. Since a dispute has been filed, we are unable to make changes as your bank has opened an investigation into these charges. Please allow your bank to complete its investigation. 

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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 was guaranteed on the tarmac that I would not miss my connecting flight to ******, by three different Spirit employees. I was asked to let other passengers go before me so they could make their connecting flights. When finally let out of the plane, I had missed my connecting flight to ******, and was stranded in Vegas with no funds. A Spirit employee treated me very poorly at the ticketing counter, and didn't give me any options or solutions outside of refunding my purchase, or rebooking my flight. I rebooked then, and stepped outside to try and mitigate the situation. I stepped back inside to get a refund, and two separate Spirit employees completely ignored me. I asked if there was someone I could speak with, and the two employees said, "We're closed.", and walked away from me, shutting a door behind them. I found a third Spirit employee who refused to connect me with a manager, and essentially told me, "This isn't my problem, come back later." Finally, I made an effort to contact Spirit support. I submitted an email, and got no response. I phoned their service desk, and was hung up on three separate times. I found the personal cell phone number of the owner, who assured me "My people will get in touch with you.", and they did not. I tried to use their online ************* and never actually got connected with anyone, despite being given a timeframe in which to be connected (it never happened). I am seeking financial restitution for associated costs, including emergency travel and lodging costs, as well as restitution for undue emotional stress created by hostile employees. In addition, several family members' schedules had to be rearranged, forcing them to take time off work, which has been calculated in the sum.

  Business Response

  Date: 08/22/2022

  Hi ****,
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I 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'm truly sorry that you missed your connection. Our records show that your outbound flight was delayed due to weather/Air Traffic Control which is outside of Spirits control.
  
  While Im unable to issue compensation for your out of pocket expenses, I see you were issued a refund for the LAS-BOS portion of your flight. 
  
  
  I also see you were issued a $100.00 Future Travel Voucher you can use towards your next flight. 
  
  
  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: $100.00
  Voucher code: 45019534857600001
  Expiration date: August 13, 2023

• Initial Complaint

  Date:08/09/2022

  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.

  Spirit Airlines cancelled my flight and then refused to refund my fare but will only give me credit which will expire in 2 months. I paid for the flight with credit from a previous flight which I had to cancel several months in advance of the flight. I am requesting return of my original $1100 , not more credit for a future flight. I believe the 24 hour cancellation policy for return of the original fare for a flight several months in advance is unfair and unreasonable.Spirit confirmation code: CL9UXK Round trip ******* to ********* 10/20/22

  Business Response

  Date: 08/22/2022

  Hi ********, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  All Spirit fares and optional services are purchased as non-refundable; however, a refund will be allowed if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven (7) days or more prior to the flights scheduled departure. 
  
  
  
  Please note that refunds are always an option for flights that have had to be cancelled by Spirit. If a guest chooses not to travel  for a flight that was still scheduled, we are only able to provide a Reservation Credit at this time.
  
  
  Upon reviewing your reservations, I see you requested to cancel your flight. I do apologize but I am unable to honor your request for a refund of your flight. 

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17694578
  
  I am rejecting this response because: Spirits reply to me was  not correct. CLX9UXK was cancelled by Spirit, not by my request. That is the point of this whole issue and is why I am requesting a cash refund, BECAUSE THEY CANCELLED MY REBOOKED FLIGHT  . They chose to refund me with a  credit which I do not want nor can use. This can be only resolved by Spirit  refunding my $1100.   
  
  Sincerely,
  
  ***************************, M.D. 

  
  

  Business Response

  Date: 08/23/2022

  Hi ********, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  As your previous reservation YD2UTI was canceled online outside the 24hr booking window, your reservation and credit (CL9UXK) was not eligible for a refund. 
  
  
  
  As a one-time courtesy, I have gone ahead and issued a refund in the amount of $1,107.54 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: 08/26/2022

   
  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:08/09/2022

  Type:Customer Service 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 08/04/2022 I arrived at the ***************************** to take my flight. With ample time to get to my flight I was refused by Spirit Airlines customer service agent. I advised her that I just needed to drop my bag and that I could make it to the gate in time. Because of her refusal I was charge improperly. After advised a supervisor of what happened she advised me that only an agent at the airport could wave the fee but the agent at the airport stated I need to talk to a supervisor. Because of Spirit Airlines refusal to resolve this issue I am filing this complaint to retrieve my funds.

  Business Response

  Date: 08/22/2022

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Im so sorry that you missed your flight. Please note, there is a 45-minute check-in cut-off time for domestic departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags.
  
  We never want you to miss your flight. Thats why we recommend that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights. Due to lengthy TSA security checkpoint times, its recommended that you check airport information prior to arrival at the airport.
  
  Guests who dont complete the check-in process prior to the cut-off of the originally scheduled departure time are subject to their reservation being forfeited, and any modification charges and any difference in fare may be applied to new tickets. Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website:
  
  https://******************************************/en-us/category/article/KA-01182
  
  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. 
  
  
  
  Upon reviewing your reservation, I see the $99 fee was reversed and you were issued a credit. I also see you were able to use the credit to book a new flight.