Business Profile

Airlines

Spirit Airlines

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,301 total complaints in the last 3 years.
1,038 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:08/03/2022
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.
Spirit airlines lost my baggage for a week. I had to purchase clothes and was told I would be reimbursed. Once I received my bag a week later it was completely damaged with missing items. I was told I would be reimbursed for money spent and my damaged suitcase. Whenever I talk to them they say theres nothing they can do about it talk to the claims department. However no one has a claims department phone number nor can I get ahold of anyone through email.
Business Response
Date: 08/10/2022
Hi ****,

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

I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.

Please know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at www.spirit.com/bagclaim and must include a completed online claim form inclusive of all the required documents.

Please be advised, claims specialists have 30 days from the submittal of the online claim form to resolve the claim. All claims are processed in the order they are received.

You may also check the status of a claim by calling the *********************** team at **************.
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.
I had booked a bag for my return flight on July 22, 2022 and it turned out I did not need the bag. I contacted the airline on live chat and they told me the systems were updating and I would have to call back in.I called back and they are being difficult now because the flight happened. Not my fault that the systems were not functional and not my problem. I don't want to be filling out claims forms and waiting, I want the issue resolved in a manner that is actually reasonable. They had no hesitation about taking my money, so why is it a process to return it?Screenshot attached showing systems were down.
Business Response
Date: 08/10/2022
Hi Rob,

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. Our agents did reverse this charge and issued you a credit in the amount of $48.00 that you can use towards your next flight.

This Reservation Credit (RC) can be used to book any future flight available in our system through the expiration date. Your credit is non-transferable and only the Guests linked to this reservation can redeem this credit. Once the credit expires, it cannot be reinstated.

You can redeem the Reservation Credit online at www.spirit.com. After you select your desired travel dates, city pairs, flight times and contact information, scroll down to the button labeled "apply vouchers and credits". Enter your previous reservation number in the tab labeled "Reservation Credit". It will then apply the amount of the credit to your reservation. This process must be complete before entering your payment information.

The information to your credit is below.

Reservation Code: JB3JPL
Amount: $48.00
Expiration date: October 30, 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: 08/10/2022

Complaint: 17664864

I am rejecting this response because:
I did not use the service and requested a refund beforehand.
The policy around credits is ridiculous and I am not close to satisfied.

Sincerely,

*****************************
Business Response
Date: 08/10/2022
Hi Rob,
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.

All Spirit fares and optional services are purchased as non-refundable. I do apologize but I am unable to honor your request for a refund.
Customer Answer
Date: 08/11/2022

Complaint: 17664864

I am rejecting this response because:

Your system was down when I requested the credit.

I subsequently had to book another flight so I could not even use the credit.

That's somehow my fault, thanks for that.

You have a garbage business model.

Sincerely,

*****************************
Initial Complaint
Date:08/03/2022
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.
On 8-2-2022 my son and i were getting ready to board our flight **** from ********* to ******* when the gate agent (*****) ***** got very rude and disrespectful with my 9 year old son aden over a bag telling him that his bag can not go on flight and that we will have to pay for baggages so my son and i step to tge side to pay for our bags then i was told i will have to pay a pet fee i had no problems with paying for. Our flight is in the end of boarding when the gate agent gets very rude with me saying racism things to me and my son closing the gate and not allowing us to board our flight, this event cause me to go into panic attack and my son got emotional distress as well this situation causing my health to be at rise and my son as well.I then was in fear for me and my son life with this person causing me to go to the hospital.
Business Response
Date: 08/10/2022
Hi ********,

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

Spirit Airlines has zero tolerance for discrimination in any form - we are proud of our diverse workplace and take pride in the diversity of our guests.

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.

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

The LAS agent ***** did provide a statement that stated the following: You arrived at the gate with a large bag exceeding the personal item dimensions, and was asked to size your bag. The agent then noticed another bag under your shawl/blanket which she advised you, you would need to pay for as well. You then advised ***** it was your pet and was advised by ***** you would need to pay the pet fee.

When you tried to consolidate your bags, your duffle bag then exceeded the carry-on size requirement. When the next agent went to review your reservation, they noticed there was no payment made for your pet or for a carry-on bag, only a checked bag.

At this time the flight was done boarding and ready for departure, when you were advised the price of the Pet fee and the carry-on fee ($214.00) you became upset and requested a Supervisor.

I see our agent did re-book you for the following day and and travel is complete. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. All baggage charges are non-refundable.
Customer Answer
Date: 08/13/2022

Complaint: 17664739

I am rejecting this response because:
The statement is false to correct you when my son and i arrived at the gate he had a bag that looked to big she yelled at my son rudely to go size the bag to see if it will fit under the sit and if not i will have to pay, i myself had my purse and a dog bag in a bag i told her that was a dog she stated that i will have to pay a dog fee as well and to step to the counter next to check bag and pay dog fee. She did all this rudely to my son and i. Money was never an issue me paying for extra bags or a dog was not a issue it was the way she began to talk to a child which is my son is unprofessional then me as a mother was upset with her tone of voice with me and my son. Never had a issue with pay nothing my issue was the was we was talked to and treated.

Sincerely,

*********************************
Business Response
Date: 08/17/2022
Hi ********,

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.
Customer Answer
Date: 08/18/2022

Complaint: 17664739

I am rejecting this response because:

Sincerely,

*********************************
Initial Complaint
Date:08/02/2022
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 and paid $192.59 for a one-way ticket with Spirit Airlines on March 31, 2022 leaving ******* and going to ********* ad received cofirmation ABUKFF. In preparation for my upcoming trip on July 18th I decided to go online and check out the status. My trip plan showed CANCELLED. I then called their customer service. The rep said it looks like it was cancelled but not showing why. He then transferred me to someone else who stated I filed a dispute so they cancelled. I received an email from the customer support and it does not make any sense. The email says my trip was cancelled because a dispute was made directly with my bank then a chargeback was accepted on my behalf due to COVID-19 and I no longer have any funds on this reservation. This does not make any sense. The charge is on my credit card ****. I was so angry and had to book and pay again I then wrote letter to the office located on *************, *******, ** and have not gotten any response. I sent then copy of email I received from their Customer Relations and also copy of credi card statement showing the charge. If I had not been proactive in my planning I would have been thinking I had a flight. This is terrible and I want my money refunded back to credit card used to pay or they send me a check.
Business Response
Date: 08/10/2022
Hi *******,

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

Our records show there was a Credit Card dispute filed on your reservation ABUKFF.

Since a dispute has been filed, we were unable to issue any refunds as your bank, opened an investigation into these charges. Our records show the chargeback was accepted and your bank refunded you in the amount of $192.59. As Spirit lost the dispute, there is no refund we can provide at this time.

Best
Genelle
Corporate Consumer Relations
Initial Complaint
Date:08/02/2022
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.
My grandchildren fly somewhat frequently fro9m ******* to ******* alone. Spirit charges a fee for this and has protocol set in place for this service where the drop off parent/adult is given a gate pass to ****** the children to the gate, and the pick up parent is also given a gate pass to meet the children.On the departure flight I was given the gate pass and all went well at ******* airport.Their mom however was not given a gate pass and it was due to several factors. Upon her arrival there were no Spirit agents working. The mom immediately began searching the Airport for assistance including going to TSA who refused to assist ( understandable) and to other airline carries. One person said they would try and help, however being they were from another carrier could not. Because she needed to get her children after over an hour and a half of trying several methods with avail she didn't know what else to do. The plane had long landed and she didn't know where her children were. At this point she became visibly upset and scared and was contacting the ******* police to try and assist. Someone from the airport, eventually was able to flag down a off duty Spirit employee who made a call to the presumably the gate where the children were stranded at as they are not allowed to leave without the parent being present and the children were taken to baggage.I have requested a partial refund of this fee from Spirit, as the mishandling of this matter is fully on them. If the Sprit counter was going to not have employees available to provide the proper gate pass at the time of arrival ( 11:20 pm) then this should have been disclosed at the time of booking or departure. This request was denied form Spirit.
Business Response
Date: 08/17/2022
Hi *********,

Thank you for your patience. I truly appreciate you bringing your concerns to our attention. Please know this has been 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. We have also sent out a reminder to all stations regarding Unaccompanied Minor travel.
Customer Answer
Date: 08/17/2022

Complaint: 17661426

I am rejecting this response because: I am requesting a partial refund because Spirit did not provide the service that was paid for. Using my situation to better train their staff is great, however not an acceptable resolution.

Sincerely,

***********************************
Business Response
Date: 08/18/2022
Hi *********,

Thank you for your reply. I have received a station report from the ATL station and was advised their ticket counter closes at 10:00pm. After this time, they utilize the ********************** to issue gate passes.

The contact information located in the reservations is the number used to contact the pick-up party. If the party is unable to be contacted, then the gate agent will walk the child down to the ticket counter. As they only have 2 overnight agents, they were unable to immediately ****** the **** down. I do apologize for the lack of communication that took place in this situation.

As a courtesy, I have gone ahead and refunded the Unaccompanied Minor fee.

I have gone ahead and issued a refund in the amount of $300.00 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.

Sincerely,

***********************************
Initial Complaint
Date:08/01/2022
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 had book a flight from *** ******* to ******* (NK629 on 6/25/22 ) when i got to the airport and check in one hour after the flight got cancel. i had get to customers service and they rebook my flight NK 856 from *** to FortLaturdale ** for that same day at ****pm because no other flight was available as they claim. keep in mine I am going to ******* my final destination . Anyway after waiting a few hours at the airport they keep delaying and delaying the flight until 11:30 pm . No food and no drink noting provided. I end up at fortlauterdale airport about 3am . now i had to take a taxi all the way to ******* that cost me $320 , plus money for food and other Misc that i needed. about $500 total before i got home.
Business Response
Date: 08/10/2022
Hi Chiniram,

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.

Our records show your rebooked flight NK-856 ***-*** was delayed due to weather.

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, Ive issued future travel vouchers for you.

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: CHINIRAM ******

Voucher: 44950717624100001

Amount: $100.00

Expires: November 06, 2022

https://******************************************/category/article/KA-01231

Best
Genelle
Corporate Consumer Relations
Initial Complaint
Date:07/31/2022
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 recently flew from ******* to ***. Before the flight we got a message saying we had to pay for bags so I paid for 3 bags totaled ****** when we got to the airport the lady proceeded to check us in she then said why did you pay for those bags you can take those as personal then she said she couldn't process a refund for us to contact spirit customer service. So we did never got a CAll back or respond. So today I contacted them and they refused to give me my money back. However the people at the airport has we check bag's in and we didn't bag went on the plane with us. They were not under the plane. So, customer service representative **** said well I understand your frustration but I can't give you a credit because our fares are low and we have you checking in a bag but the bag waa purchase not check in. I need my money back asap
Business Response
Date: 08/09/2022
Hi ******,

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

I have reviewed your reservation SI6TXW and I see you printed your bag tags at the kiosk and checked your bag through Self Bag Drop. Because Im unable to verify what bag you had at the time of travel and if it was or was not checked, Im afraid that Im unable to issue a refund.
Customer Answer
Date: 08/09/2022
I reject this response because you and your company is lying and trying to withhold money that belongs to me i never printed out anything your clerk did after she looked at our bags she said why did you pay for these i told her we got a message saying we had to she then said ************* you and your family can take these on the plane their personal bags. Which we had backpacks i said well why were we told to she said no sir call spirit when you get home. I said okay that's what I been doing but you are being prejudice in this matter. I will not let this off easy
Complaint: 17649652

I am rejecting this response because:

Sincerely,

***********************
Business Response
Date: 08/10/2022
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.

All Spirit fares and optional services are purchased as non-refundable. I do apologize but I am unable to honor your request for a refund.

Although I am unable to refund your bags, I have gone ahead and issued you a voucher 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: CALVIN *****
Voucher code: 44954990552700001

Amount: $50.00
Expiration date: November 06, 2022

For information on how to redeem your voucher, click here.
Customer Answer
Date: 08/12/2022

Complaint: 17649652

I am rejecting this response because:
I paid almost 200 for bags and you sent me one $50 voucher where is the other vouchers?
Sincerely,

***********************
Initial Complaint
Date:07/31/2022
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 7/29/22 I made a plane ticket purchase. I did not receive booking confirmation and there appeared to be a booking error. So I made the reservation again. After TWO days I got TWO flight confirmations and my credit card was charged twice. I called the support line to inform them I was double booked. They cancelled the second booking. Then half an hour later they called back and said all my bookings were cancelled. I asked why? They said the other booking was cancelled by a different department after they cancelled one. I asked them to just go ahead and make my booking again. They said they cannot and that I would have to go online and make the booking at a cost of $100 more than the original booking. I just want the booking at the price I agreed to pay. I don't understand why they charged my card so many times or why they're trying to make me pay so much more because they cancelled BOTH bookings in error. I asked to speak to a manager or someone who could help me resolve this and the employee said they cannot do that. They can't help me and my booking is gone?
Business Response
Date: 08/09/2022
Hi ******,

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

I have reviewed your reservations and I do see a duplicate booking was made and both reservations were then canceled and refunded back to you.

I have gone ahead and issued a refund in the amount of $$57.00 for the difference in price of your new flight back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.
Initial Complaint
Date:07/31/2022
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.
Me and my significant other booked a flight to ******, ****** for a vacation for my birthday. I am a *** Military Veteran and my significant other is currently still serving but according to the airlines baggage policy, military personnel are offered free baggage. Upon finding this out at the airport, the spirit airlines supervisor advised us we would receive a refund since we had already paid for our bags and were military. Fast forward until now and we have received nothing. For reference, the days of travel was departure day of July the 26th Tuesday leaving ******* (***) at ****************************. To ******, ******. And then Returning flight of July 29th Friday back to O Hare from **************. On the day of our departure from ****** we had to check in once again but had to also pay for baggage once again as well despite us being military personnel. When we got back to the States we had contacted a representative once again to see where or when this refund would show ** in the bank, but upon this request the representative we spoke with advised there were no such refunds for baggage or seats but can offer a travel credit for future travel. The total cost of the baggage as we only had one carry on was 68 leaving on the 26th and 62 for the departure from ****** for a grand total owed to us of 130$ USD. Upon voicing my frustration and requesting my money back the way it was promised to us by the supervisor at the airport , they advised they could not give us a refund and did not want to give us the travel credit either only to redirect us to filling out a form for that future credit that we have not heard back from at all either. I am never flying with this airline again and will seek to resolve this with the assistance of BBB. I will attach the flight confirmation information for reference as well.
Business Response
Date: 08/09/2022
Hi ******,

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

For active duty military traveling on Spirit, we will provide two free checked bags and a free carry-on, in addition to the already free personal item. The U.S. military member should arrive early enough to have their bags checked at the counter, and present their U.S. military ID.

Military can now save time at the airport by validating their active duty affiliation online during their Spirit.com booking using ID.ME, a third party verification service. Simply click on the "verify" button at checkout via Spirit.com to validate your active duty status and claim your free checked and carry-on bags.

I have gone ahead and issued a refund in the amount of $130.00 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: 08/09/2022

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:07/30/2022
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 am sharing this complaint with BBB and Spirit airlines because I was given inaccurate information by a **************** rep on 7/30/2022. On 7/30/2022 I contacted Spirit Airlines customer care at ******. The reason for my call was for a credit (SIJK4N) that I was issued in June of 2021 for a canceled trip to **********. I was informed by the customer service rep that this credit was expired however I did not need to worry because it can be reinstated by contacting Help through the chat service or by email at Spirit.com/help. I reached out to chat and spent 1 hour only to be told that they could not help me. I now felt it was very important for me to document the name of the person I was speaking to because I did not know if the info I received was false or not. When I asked the rep to share her name and Rep ** she then stated that she could escalate the issue (reference number: CAS-*******-M2J7R2) and I would hear from a rep in ***** hours. I then asked the rep for her name and representative number again and she did not share this information with me. I am upset because I truly needed to use this credit that I spent my money on. The only reason it was not used is due to Covid constantly peaking and I was also in the care of my mom who never fully recovered from Covid and now suffers from UVeitis. I more upset because I do not appreciate my time being wasted furthermore when I previously contact Spirit in December of last year in regards to the credit the line would constant disconnect after holding for outrages time frames (2-3) hours.
Business Response
Date: 08/09/2022
Hi Brittany,

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 SIJK4N and I see your credit was extended.

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: SIJK4N
Amount: $242.91
Expiration date: October 28, 2022

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

https://******************************************/hc/en-us/articles/202097966-How-do-I-find-and-redeem-my-reservation-credit-

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