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

  1 Harborside Dr Boston, MA 02128

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines

  16000 Chamberlin Pkwy Fort Myers, FL 33913-8873

• 

  Spirit Airlines

  Mankato, MN 56001

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:08/06/2022

  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 07/14/2022 I purchased a ticket at the Spirit desk counter at ***. Within hour of getting home I realized that the flight had a 7 hour and 40 minute layover. I called to change the ticket because the online system was charging a change fee though I was within the 24 hour time limit. I called spirit on 07/14/2022 and spoke with a rep who stated that it was a system issue and that she would note my account for a refund of $46 which was the overage. To date I have not received a refund on confirmation number: PBMEPL On August 4 my daughter was on FLIGHT 496 from SEA to LAS and the flight was delayed over hour. Once she arrived in LAS her flight ( Flight number **** was delayed over 2 hours). My daughter did not arrive to MEM until more than 2 hours after she was supposed to arrive. Her flight was delayed over 2 hours which caused a domino effect of the other issues as MEM is over a hour from our home. confirmation number: PBMEPL. Again, I requested compensation from Spirit via phone 08/06/2022 and followed ** in writing after rep was unwilling to provide compensation for this significant delay based upon DOT and Contract of Carriage and no response.

  Business Response

  Date: 08/16/2022

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Itinerary changes are subject to a per guest service charge, plus any difference in airfare for the alternate requested date(s) or flight(s), and any difference in government taxes and fees. With the exception of optional service charges for carry-on bags and/or first and second checked bags, any difference in carriers optional service charges may also apply. 
  
  
  
  Upon reviewing the reservation PBMEPL I see you were not charged a change fee to change the flight but the fare difference does apply. 
  
  
  
  Our records indicate that ****** flight, NK-496  SEA-LAS was delayed due to maintenance and ************************ 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 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.
  
  
  
  While I know we can't change your past experience,  I've created 2 vouchers in the amount of $50.00 that **** can use towards her 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: SKYE NIMMERS
  Voucher code: 45030660813500001
  
  Voucher code: 45030675233600001
  
  Amount: $50.00 each
  Expiration date: November 12, 2022
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:08/05/2022

  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 was purchasing luggage for my boyfriend flight to and and return on spirit airlines. Upon purchasing the return luggage on the app it gave me a system error, unbeknownst to me it actually charged my card I clicked retry. The second was charge again $51 . I didn't know the first purchase went thru. I called and made a report and claim pertaining to this issue , I was told spirit airlines luggage are non refundable. Why you I keep a luggage on a flight that's not going to be used. I was told again by the manager I contacted at 9pm on 8/5/2022 you willingly clicked purchase again. My response to that is yes I did because the app gave me a system error for the first try. I don't need a return luggage to randomly be added.

  Business Response

  Date: 08/16/2022

  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 to hear you were dissatisfied with the level of service you described. I assure you that we are committed to offering quality customer service and ensuring that your flight experiences are both positive and memorable. We apologize if your experience with us fell short of the standards we strive to achieve every day.
  
  
  I have reviewed Quashaun's reservation and I see your refund was processed in the amount of $51.00 back to your card ending in 3874. 

• Initial Complaint

  Date:08/05/2022

  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 purchased two airline tickets through Spirit Airlines to go to *******. I purchased them on June 10,2020. I paid $194.40 in total. Due to the Cov-19 Pandemic, Spirit Airlines cancelled my flight and informed me that I would receive a credit for the amount I was charged, they informed me that their would not be any time limit or expiration date. I tried to use my credit this year and I was told my credit was declined. I did not get any credit or explanation regarding this issue..

  Business Response

  Date: 08/16/2022

  Hi *******, 
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
   
  I have gone ahead and re-instated your credit. 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: YDLGVP
  Amount: $291.60
  Expiration date: November 12, 2022
  
  Dont forget to read the terms and conditions provided in the link:
  
  https://******************************************/hc/en-us/articles/202097966-How-do-I-find-and-redeem-my-reservation-credit-

• Initial Complaint

  Date:08/05/2022

  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 booked a flight with Spirit from *** to ***. Over time I received several email notifications regarding changes to my itinerary. I was initially charged $87.18 for the round trip flight. I later paid an additional $114.00 for baggage and seat choices. I then realized that due to the multiple schedule changes and the pending ownership changes I would cancel and book with another provider. I got online and cancelled my reservation. From what I understood from the website regarding refund policy I would be charged $49.00 for the cancellation. I spent a total of $201.00. I was charged $49.00 and an additional $45.98 fee totaling $94.98 in cancellation fees. Additionally the remaining $106.00 will be given to me in the form of a credit which will expire in a few months. I did get online and called customer service. I was told I needed to submit my request through the Chat feature online. I did that and the outcome was less than desirable. I was on hold on chat for over an hour and a half. I later was communication with ***** who told me there was nothing she could do. I asked to be escalated to management Your Chat Transcript NameJeff Friday August 5 ****:[8/5/22, 9:41:16 AM]Welcome to the Spirit Chat Service!Agent:[8/5/22, 9:41:17 AM]What is your preferred language? / Cual es tu idioma preferido?English, Spanish ****:[8/5/22, 9:45:06 AM]I have received three separate notification emails regarding my flight schedule changes. Flight THURSDAY, SEPTEMBER 15, 2022 TIME DURATION **********, ** 8:30 PM 01 h 23 min *********, ** 9:53 PM FLIGHT TERMINAL **** B MONDAY, SEPTEMBER 19, ******************************************* 5:59 PM 01 h 31 min **********, ** 7:30 PM FLIGHT TERMINAL **** 1 Based on this unreliability I have decided to schedule my flight with a different carrier.Agent:[8/5/22, 9:45:07 AM]Sorry, that wasn't in a format I understand Agent:[8/5/22, 9:45:07 AM]What is your preferred language? / Cual es tu idioma preferido?English, Spanish ****:[8/5/22, 9:45:12 AM

  Business Response

  Date: 08/15/2022

  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 30 minute schedule change. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. We understand that this may have a significant impact on your travel schedule, and for this we deeply apologize.
  
  When there is a schedule change, we always send flight status notifications to the email that we have on file. Once received, you do have the option to accept or deny the changes.
  
  In these cases, the options available to our customers are re-accommodation on the next Spirit flight or a reservation credit.
  
  
  While I am unbale to honor your request for a refund, I have issued a full reservation credit. 
  
  
  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: GBTNQI
  Amount: $94.98 
  Expiration date: November 11, 2022
  
  
  
  Reservation Code: GBTNQI
  Amount: $106.20
  Expiration date: November 01, 2022
  
  
  Dont forget to read the terms and conditions provided in the link:
  
  
  https://******************************************/hc/en-us/articles/202097966-How-do-I-find-and-redeem-my-reservation-credit-

• Initial Complaint

  Date:08/05/2022

  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.

  Nk 396 on April 20, 2022, at 10:36pm was CANCELED! Confirmation # is PM1MQX. The charge is for $346.59 I requested the refund from my cc company, chase. They refunded but just re-charged me. Id spend ****** on hold waiting for a spirit rep to help me. Then another 2.5hrs. No one answered. Its mandatory law to refund a canceled flight. This recharge is illegal. I spent over $800 to replace this flight and spend over 12hrs waiting. Another 10 hrs trying to get a refund.

  Business Response

  Date: 08/17/2022

  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 due to a 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 PM1MQX I see you disputed the charges, as a dispute was filed, we are unable to issue any refunds as your bank opened an investigation into these charges. 
  
  
  
  Due to a delay greater then 2 hours and as you did not board your flight, I have gone ahead and issued a refund in the amount of $346.59 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 
  

  Customer Answer

  Date: 08/18/2022

   
  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; conditional that spirit airlines fully refunds my credit card for the charges. 
  

  the request to challenge / reverse the charge from my credit card has been dropped. Thanks 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/05/2022

  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 6/8 I flew on Spirit Airlines non-stop from *** to ***. My bag never arrived. I filed the claim at the airport. I called *** and they said my bag had missed the flight and was rerouted to CLE via *********. The bag never arrived. I called *** daily and was told repeatedly that the bag had not actually been found. When I called on 6/13, *** told me that the bag had been rerouted on 6/11. CLE's baggage office didn't have the bag and cannot locate it. *** gave an expedited tag number, but that tag was never attached to my reservation nor does their system reflect that my bag was ever found. In addition, they never notified me that they had even found my bag and rerouted it, or offer to ship it directly to my house, all of which is their standard procedure according to their Central Baggage. I've been laughed at, lied to, hung up on, and run around in circles, all trying to follow what Spirit told me to do to get my bag back. *** has told me that it was likely stolen off the carousel (if that was my bag attached to the tag), but they cannot prove that either. I was told by a Spirit supervisor that it's likely no employee was down there when that flight arrived and because no one told me it was coming, I wasn't able to be there either. I asked to speak to a supervisor in CLE repeatedly, one is never available and I'm told I can leave a message but they won't call me back. My claim was closed in a few days, despite the average turnaround being 2 months. I've asked repeatedly for an itemized list of what they paid which they will not give me. I've been told to use their baggage portal to communicate with them but no one will respond to my actual questions with anything other than a canned response. I've called Central Baggage enough to know that it takes 9 calls (sitting on hold ***** minutes each time) to speak to a person once, all of whom have no answers either. It's been almost 2 months and I have no answers and no bag.

  Customer Answer

  Date: 01/03/2023

  See Attached. 

  Business Response

  Date: 01/11/2023

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  After researching your concerns, Ive found that you also submitted a complaint with the ****************************. Our Specialist *******, provided you with the following response:
  
  
  
  Unfortunately, as much as we try to prevent it from happening, there are times when items dont arrive with our Guests. When this happens, Guests are asked to file an incident report within 4 hours upon arrival via our Virtual *********************** which allows our Guests to report mishandled baggage directly to our Central Baggage Team. Once they have submitted the information and have a File ID, Guests can contact Central Baggage via the Baggage Service Portal and complete the online claim form within 30 days of arrival. You may review this information in our Contact of Carriage under Section 7.3.8 and 7.3.9. Information is also provided online in the Help section of our website by clicking here. 
   
  Our records confirm that upon arrival into *********, you filed Incident Report CLENK35448245 and began corresponding with our Central Baggage Team. When a Guests bag is missing for five days, they must complete a Customer Property Form, which is used to assess the contents of their bag and provide reimbursement, in accordance with our Contract of Carriage, should the bag remain missing after 30 days from the flights arrival date. Unfortunately, upon reaching the 30-day ***** we were unable to locate your bag. *******, I understand how frustrating this has been for you and I am truly sorry this happened. As a gesture of goodwill, I have gone ahead and issued a refund for the Bundle It in the amount of $84.00 to the **** account ending in ***** on August 25th.  Refunds are processed immediately on our end but may take a few days to post back to your account depending on your financial institution.
  
  On June 14th, you were able to successfully upload the Customer Property Form (CPF) to our Central Baggage Team.  This form is due to us no later than 30 days after the arrival date of the flight. I am happy to see that a reimbursement check was issued for $359.60 and mailed to the address that was provided.  Our records indicate that our Central Baggage Team sent you details on items claimed that are not covered by our Contract of Carriage.  I apologize for any frustration this may have caused. 
  
  I am also sorry that the level of service you received fell short of excellent.  Our Team Members are trained to provide an organized, customer service-driven experience for our Guests. We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. Ive shared your comments with the ****************** Teams in *********** and ********* as well as our Central Baggage Leadership 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.
   
  Spirit Airlines recognizes a customer has a choice in airline carriers. We also recognize the value of our Guest's concerns and needs and where our service has fallen short of your expectations. We want your experience to be convenient, comfortable, and enjoyable, and apologize if your experience did not meet these standards.
  
  I hope that despite this experience, youll consider flying with us again. To encourage this, I have issued two (2) Future Travel Vouchers (***) to facilitate a future booking.  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight-only portion of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************. 
  
  Guest name: *************************
  Voucher code: 45138860138400001
  Expiration date: November 23, 2022
  Amount: 50.00
  
  Guest name: *************************
  Voucher code: *****************
  Expiration date: November 23, 2022
  Amount: 50.00
  
  You dont have to fly by the expiration date, just make a reservation before it expires.
  
  For information on how to redeem your voucher, click here. If your vouchers expire before you can use them, simply send us an email within 6 months from the expiration date, referencing this case number and we will be more than happy to extend the *** as a one-time courtesy.
  
  *******, I hope that you will choose Spirit for future travel.  We would love to show you our determination to Invest in the Guest and provide an airline experience that exceeds our Guests' expectations.
  
  
  
  As such, the above position will remain unchanged.

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 17677261
  
  I am rejecting this response because they still haven't told me the truth about what happened to my bag or bothered to attempt to locate it.  They basically said opps, sorry, we lost your bag, have a $50 credit.  That isn't sufficient.  They have sent me in circles and done everything possible to NOT locate my bag, which was ultimately their responsibility.  I've been lied to, hung up on, laughed at, talked down to and have spent HOURS on the phone with their representatives.  I've done more to find the bag than they have.

  Here's what I know:

  -Flew home - bag was not on the flight.  Filed a missing bag report and called *** baggage office.  I was told that the bag "missed" the flight and would be rerouted on the red eye to ********* that continued on to CLE.

  -Went to CLE the following day and the bag was not on that flight. 

  -Called *** the next several days and was told they didn't know where the bag was.  I also called Central Baggage and they contacted CLE and ***.

  -The bag was found by American Airlines and returned to the *** baggage office on that Friday.  When I called that office Friday, Saturday and Sunday, I was told they hadn't found it.  *** rerouted the bag on Saturday (supposedly because it was not noted in my reservation).  I was never told it was found, let alone rerouted.  I was never afforded the opportunity to have it shipped directly to me.  I was told on MONDAY, 2 days after it was rerouted, that it had been sent to CLE.  I drove back to the airport and CLE didn't have my bag and hadn't seen it.  I was told by a CLE supervisor that it was likely no one was in the baggage office Saturday night or in baggage claim.  My bag was scanned getting off a plane in CLE and then never seen/scanned again.  I was told by CLE that it was probably stolen.  That is a restricted area, so who stole it?  An employee? 

   I attempted to contact a supervisor in CLE and was told over and over that none were available.  I asked to leave a message and was told I could, but that no one would call me back.  I called *** and asked to speak to a supervisor.  When I got one on the phone I asked his name.  He told me I didn't need to know that.  I asked about my bag and he laughed, wished me luck finding THAT bag and then hung up on me.

  I can tell you that, on average, it takes 9 calls to Central Baggage to speak to a person ONCE.  You sit on hold each of those times ***** minutes, only to get hung up on.  CLE points the finger at ***.  *** points to CLE.  Central Baggage said that they can't do anything because they aren't physically at the airport and direct me to Claims.  Claims is supposed to close a claim after doing advanced tracing.  Advanced tracing, as told to me by a Claims supervisor who called me guest because he couldn't be bothered to take 5 seconds to look for my name on the claim, consists of them looking in the baggage system for the bag.  ANY airline could do that for me.  So Spirit has done what exactly to locate my bag?  I don't want a $50 credit.  I want my bag or I want answers.  They were responsible for my bag, lost it multiple times, and clearly can't be bothered to do their jobs or tell the truth.

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

  Business Response

  Date: 02/08/2023

  Hi *******,
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  We're sorry again that we were unable to locate your bag. I can assure you that a thorough search was conducted. As we were unable to locate your bag, a check was sent to you for the value of the covered items less depreciation.  As noted in your correspondence with our Central Baggage Team, we do not cover trophies or jewelry. Please see section 7.7 of our Contract of Carriage.
  
  As a courtesy, I've also refunded an additional $89 for the bundle on the return flight. Refunds are processed right away on our end, but can take a few business days to post back to your account depending on who you bank with. 
  
  Nonetheless, I sincerely apologize for the frustration that this experience caused and if you found our team unresponsive. Thank you for taking the time to share your experience as this helps us to determine where improvement is needed.
  
  If you have any concerns regarding any other issue, I'm here for you.
  
  
  Sincerely,
  
  
  Dedrie
  Corporate Consumer Relations
  

• Initial Complaint

  Date:08/05/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Travel: One way journey 7/21/2022, from *** to ***, Flight 141, 4 tickets for a whopping $1961.31 Flight Confirmation Code: CM4J4E Spirit Airlines search marketing is misleading; in ****** flight searches, they show up as the lowest priced airline because they hide the insanely high baggage fees, only show the base fare. Which is okay except that their baggage fees are three times compared to other airlines most airlines charge $30, Spirit Airlines charges $89. They make buying baggage fees complicated they change the fees from $59 to $69 dynamically leading up to the hours close to departure time. Most people arent sure if they really need to pay up for their baggage and so wait until they are at the departure gate. And the Spirit Airline personnel charge people a whopping $89 per bag - the app conveniently hides the option to pay for baggage when close to flight departure time, customers are at the mercy of staff at the boarding gate. I counted more than 90% of the people on my flight ended up paying the $89 fees per bag. It is sad that there are no limits enforced on these types of fees, and no consumer protection at all. Most people eventually end up paying a lot more than the online advertised pricing.

  Business Response

  Date: 08/15/2022

  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 must fit entirely in the sizer box (18x14x8 inches) at the check-in counter and gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag, is an additional charge. Keep in mind, baggage prices are more affordable when purchased in advance and online.
  
  You can always maximize savings on all bags for you and every guest traveling on your reservation by signing up for the Spirit ************ For more details on how to enroll, just click the link below and let the savings begin!
  https://******************************************/category/article/KA-01241
  
  
  Our fares are fully unbundled. No free bag. No free drink. Other airlines bake those options right into their ticket price. We dont. We give you the opportunity to personalize your travel by adding the options that are important to you. A ticket with us gets you and a personal item from A to B. For more information about our baggage options, required measurements and prices, please click on the link below.
  
  
  http://www.spirit.com/OptionalServices
  
  I understand that you may disagree with our approach; however, we've received a lot of positive feedback from customers that are taking advantage of our ultra-low Bare Fares and the opportunity to select only the options they need.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wish I had done my research before booking this flight with Spirit Airlines. I had booked a 45 minute flight from ********* returning to ********* - simple enough, a short, easy flight. My grandmother had a medical emergency so I figured this would save me a lot of time. I wrong for assuming that. Our plane boarded and we ended up waiting in our assigned seats for TWO hours as the plane had to reroute it's path and then refuel (before we even left) due to the reroute being longer than what the fuel they had left could use. We had to remain seated in the aircraft, not moving, four two hours while Spirit did not provide any form of water or accomodations. So after two hours we're finally in the air, the flight ended up being an hour and thirty minutes as opposed to that 45 minute flight time. We land in ********* and hope the nightmare is ending. But nope, it has just begun. Our pilot tells us over the intercom he "pulled up to the wrong gate." And has to take us to the runway for another 30 minute wait. That 30 minute wait turned out to be another hour and a half long wait... A woman aboard our plane ended up having a medical mental crisis and broke down screaming and booked it for the emergency exits. She tried to pry the exits open while screaming. Everyone on my flight was screaming, anxious, frustrated and disappointed. I will NEVER fly with Spirit again. I could've just driven to ********* and back with less trouble and stress. Spirit should reimburse every single person on our flight. Haven't heard back from them at all.My name is *****************************, and I will attach all of my flight information here:Boarding Pass Confirmation: YE6JTV Flight #: 872 Date: August 4th, 2022 Thank you.

  Business Response

  Date: 08/11/2022

  Hi Lyndsee, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Were sorry that your most recent flight experience was unpleasant. 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 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.
  
  
  Our Flight Attendants are extensively trained to handle all kinds of incidents. Sometimes difficult situations with passengers occur. We rely on their expertise to determine whether careful intervention is necessary in order to ensure the safety of our valued customers and crew alike. 
  
  
  
  Were sorry for the additional time you spent on your journey. There are times that airport facilities are not aligned with the operation, and another gate was not available. Unfortunately, we had to wait for the facilities to clear in order to gain access to the terminal.
  
  
  Wed really like it if you gave us another try, so Ive issued Future Travel Vouchers for you. Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight only portion of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.
  
  Guest name: LYNDSEE *******
  Voucher code: *****************
  
  Amount: $50.00
  Expiration date: November 07, 2022
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:08/04/2022

  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 filed a claim NK: ************ NK: ************ and NK: ************ for 2 flights PFMCKM being canceled back to back last minute on April 4 2022 and April 8th . we are a family of 4 and we booked a ********* spirit vacations and other reservations for the arrival destinations. Spirit representative told us to submit all the receipts and we did. In response they said that the flights have been refunded...and the expenses not covered because " one of the flights was cancelled due to "weather conditions or Traffic Control issue" per Spirit.Never got a reason of cancellation for the 2nd flight. They do not talk to their customers just copy and paste same text 100 time. I even asked for the case to be escalated...noting. A lot of their employee work from Asia, and have no idea what is going on or customer service. So sad Please help me get a recompense for the expenses due to double cancellations.Thanks

  Business Response

  Date: 08/11/2022

  ***********, 
  
  
  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 her your flights were canceled due to weather/Air Traffic Control. 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 which was also canceled due to weather. 
  
  While Im unable to reimburse you for your out of pocket expenses, I do see you were issued a full refund of your flight. I also see you were issued 4 $50.00 Future Travel Vouchers that you were able to redeem on a new flight. 
  
  
  When it comes to a flight cancellation caused by severe weather, Air Traffic Control decisions or other issues outside of Spirits control, we dont offer reimbursement for the other airline or hotel accommodation for such events, since they are out of our hands. When these situations occur, the options are re-accommodation on the next available Spirit flight or if this option is unsatisfactory, a refund of the affected flight is issued.

  Customer Answer

  Date: 11/03/2022

  I filed a claim NK: ************ NK: ************ and NK: ************ for 2 flights PFMCKM being canceled back to back last minute on April 4 2022 and April 8th . And the same day, April 4 I called, and chatted with Spirit rep and the hotel rep to cancel the hotel booked for our arrival April 4th. we are a family of 4 and we booked a hotel via spirit vacations and other reservations for the arrival destinations. Spirit representative told us to submit all the receipts and we did. Why the representative said (over the phone) to submit and I will get reimbursed for the booked hotels and connecting flights and I never did. I called ****************** the day of flight cancellation and they said that Spirit has to cancel because it was booked with them. Called Spirit same day to cancel and I still did not receive the hotel booking refund back neither the other bookings. In response they said that the flights have been refunded...and the expenses not covered because " one of the flights was cancelled due to "weather conditions or Traffic Control issue" per Spirit. They do not talk to their customers just copy and paste same text 100 time. I even asked for the case to be escalated...nothing. A lot of their employee work from Asia, and have no idea what is going on or customer service. So sad Please help me get a recompense for the the booking at ****************** booked via Spirit Vacations.

  Business Response

  Date: 11/03/2022

  ***********, 

   

  Ive found that you also submitted a complaint with the ********** of *************** Our Specialist ******* provided you with the following response: Thanks for bearing with us while we reviewed your note to the ********** of ************** (DOT). They have asked us to respond to you directly, and I have taken a thorough look at your concerns as they are very important to us at Spirit.
  
  I am sorry to read about the cancellation of Flight **** with service from ******* to ********* on April 4th. Our records indicate this flight was cancelled due to Air Traffic Control decisions associated with adverse weather. We do all that we can to prevent these cancellations, but at times they're unavoidable. I know that this cancellation greatly impacted your schedule, and Im truly sorry this happened. While the reality is that delays and cancellations are a small percentage of our operation, we acknowledge that they are the single greatest cause of frustration for our Guests. Rest assured, we're doing all that we can to improve this aspect of our service.
  
  When cancellations do occur, our best efforts are made to get our Guests to their destinations as quickly as possible. In doing so, we offer the next available Spirit flight, but if this is inconvenient for a Guests schedule, we offer a travel credit or a refund of the affected segment.  In your case, you were rebooked on the next available Spirit flight, Flight **** on April 8th, which also cancelled due to Air Traffic Control decisions associated with adverse weather.   A full refund was provided for $406.27 to the **** account ending in -0690.  Additionally, since part of the Reservation was booked with a credit, a new credit was issued for $460.45.  I am happy to see that you were able to apply this credit towards two new bookings, XKHKHA and RLDC4X.
  
  Please understand that when cancellations are caused by weather, ATC, or other issues outside of Spirits control, we dont provide the option of paying for another airline flight, hotel accommodations or out of pocket expenses.  For any assistance with the Spirit Vacations package, please contact Spirit Vacations at ************.
  
  I hope that despite this experience, youll consider flying with us again. To encourage this, I have issued an additional Future Travel Voucher (***) for each of you to facilitate a future booking.  Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight-only portion of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************. 
  
  Guest name: *************************
  Voucher code: 45282932371600001
  Expiration date: December 6, 2022
  Amount: 50.00
  
  Guest name: ************
  Voucher code: 45282946606700001
  Expiration date: December 6, 2022
  Amount: 50.00
  
  Guest name: *******************
  Voucher code: 45282955628300001
  Expiration date: December 6, 2022
  Amount: 50.00
  
  Guest name: *****************
  Voucher code: 45282963846400001
  Expiration date: December 6, 2022
  Amount: 50.00
  
  You dont have to fly by the expiration date, just make a reservation before it expires.
  
  For information on how to redeem your voucher, click here. If your vouchers expire before you can use them, simply send us an email within 6 months from the expiration date, referencing this case number and we will be more than happy to extend the *** as a one-time courtesy.
  
  Victoria, I hope that despite this experience, you will choose Spirit for future travel.  We would love to show you our determination to Invest in the Guest and provide an airline experience that exceeds our Guests' expectations.
  
  As such, the above position will remain unchanged.
  

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 17671794
  
  I am rejecting this response because:
  This is not about the flight but about the hotel that Spirit booked and did not cancel on time so I can have the refund. I attached prove that I contacted Spirit Vacation and the hotel on the day of check in but Spirit Vacation Failed to cancel, as they were supposed to
  Sincerely,
  
  Victoria Zeliznii

• Initial Complaint

  Date:08/03/2022

  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.

  worst customer service ever. None existent. My family's flight to ******* was canceled with no option to get there. We drove instead. Then we had No Way to cancel our flight home. No Human to talk to. We sent emails and spent 8+ hours of our time on hold and trying to cancel. Never refunded for the canceled flight and never refunded for the flight home. How could we take the flight home with out them flying us to *******? They owe me over $2000. Any where else this is robbery. How can they not be held acountable?

  Business Response

  Date: 08/17/2022

  Hi *****, 
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
   
  To better assist you, please provide your confirmation code, and e-mail address used when booking your reservation.
  
  Once received, Ill do all that I can to help!