Business Profile

Airlines

Spirit Airlines

Headquarters

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Complaints

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

Customer Complaints Summary

4,301 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:07/26/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My itenary for booking J9URTB was changed by spirit now I want to cancel it as per your policy the travel date is more than 60 days beyond why i can not get full refund in original payment method? Why spirit credits i do not want to buy in a flight who changes itenary as per own will. The modified itenary do not help me still they want to force me to accept or reschedule the flight or else take credit to use it within 90 days how it helps me? The policy clearly says full refund if travel date is 60+ days beyond from today.
Business Response
Date: 08/02/2022
Hi ASHOK,

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.

In these cases, the options available to our customers are re-accommodation on the next Spirit flight or a refund of the affected segment or a reservation credit.

Upon reviewing your reservation J9URTB I see your refund was processed in the full amount of $307.18 back to your **** card ending in 8971.
Initial Complaint
Date:07/25/2022
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 May 21, 2022, I attempted to purchase in flight Wi-Fi via Spirit Airlines on flight ****. The ************* never worked throughout the entire flight despite flight attendants assistance. I was charged three times for $14.00, $11.00, and $14.99. Despite my best efforts over the last two months to contact anyone at Spirit Airlines, I have been ignored and repeatedly redirected to fill out the proper forms through a link that takes me back to Spirit Airlines homepage. I have followed every prompt on the help page possible and still have been unable to even find the proper forms. I would like a refund for the unnecessary charges for a service that never worked throughout an entire five+ hour flight.
Business Response
Date: 08/02/2022
Hi ******,

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

I truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our *********************** Team for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

I have reviewed the attachments you provided and I see there were two charges for WIFI $11.99 and $14.99 and one charge of $14.00 for your on-board snack purchase.

I have provided two links below, one to request your WIFI refund and the other to obtain a receipt for your onboard purchase.

WIFI refund: https://******************************************/en-us/category/article/KA-01498

On-Board purchase: https://nks-receipt.flight-retail.com/receiptportal/
Initial Complaint
Date:07/25/2022
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.
In June 2022 my friend purchased a flight for me to surprise my best friend wedding dress shopping. Because I began fostering children I set up a childcare plan. Because ****** children can only be watched by other ****** parents, when the ****** family I set up was told they could not have my girls for the weekend, I was forced to cancel my trip and stay with the girls myself. EVERY other airline considers this a family emergency and would give me a refund. NOT SPIRIT! They say "Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines." showing zero empathy and just straight up stealing from me. I've heard terrible things about them which is why I never book them myself, but I did pay $100 FOR A SUITCASE for the trip which they WILL NOT REFUND! So I'm out $100 for taking care of my ****** girls. Awesome PR, Spirit: We Ruin your ****** Care Experience, catchy. Please refund my $100 for the baggage I was not able to take on the flight I was forced to cancel.
Business Response
Date: 08/02/2022
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.

Guests who initiate a cancellation after 24 hours of booking to their non-refundable reservations will not receive a refund. A cancellation charge; 0-2 days out is $99, 3-6 days out the charge is $79, **** days the charge is $49, and no charge for trips more than 60 days out over the phone plus a Passenger Usage Fee of $22.99 per segment will be deducted from the total cost of your reservation and a reservation credit will be created for the remainder, if applicable.

For more information regarding our Modification/Cancellation guidelines, I've included the link below for your reference.

https://******************************************/hc/en-us/articles/202097076-How-can-I-change-or-cancel-my-reservation-

While I am unable to honor your request for a refund, I see your were issued a reservation credit for your flight. I have gone ahead and reversed the cancelation chares and issued you 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: DGV1MW
Amount: $144.98
Expiration date: October 29, 2022

Reservation Code: DGV1MW
Amount: $352.20
Expiration date: October 15, 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: 08/03/2022

Complaint: 17620925

I am rejecting this response because:
You cut and pasted your legal mumbo jumbo and are not acknowledging my complaint. MY FRIEND booked me a flight and I can NO LONGER FLY because I am now fostering little girls. I DO NOT WANT CREDIT IN MY NAME. I CANNOT FLY. I have ****** girls I cannot leave! Credit does NOTHING FOR ME!! I want a REFUND for the $100 I spend for baggage with MY name and MY money. I want $100 put back on ***************************** credit card. Not ******, no credits. $100 back to my credit card.
Sincerely,
*************************
Business Response
Date: 08/04/2022
Hi *****,
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.
Customer Answer
Date: 08/04/2022

Complaint: 17620925

I am rejecting this response because: I paid for a suitcase to make the flight, neither I or the suitcase was on the flight, I should not have to pay for something that did not happen. I WISH I went, I WISH the ****** system didn't make fostering kids so difficult, but HERE WE ARE. MOST airlines understand family emergencies and it is pretty nasty of you to just take money for nothing.

Sincerely,

*************************
Initial Complaint
Date:07/25/2022
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 June 18, 2022 I purchased a ticket from *** to sti from spirits, I was unable to add bags because of system error and customer service was charging me to add them, I was advised to cancel the flight and rebook which I did, when I try to find my refund I was told it would take 7 to 10 business days. When I reached out to follow up I was told I am not getting a credit, after several phone calls and text each person tell me something different, none of my flights are recorded on my free spirit account. Today when I try to get an update to my refund I was told sorry you're not getting one because on June 27rh it was decline, how come I was never told this from sprit. This horrible customer service I need my money to purchase elsewhere.
Business Response
Date: 08/01/2022
Hi Marklaine,

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.

As your flight was not booked 7 days in advance, your reservation was not eligible for a refund. However, as you were promised a refund by the reservation agent, I have gone ahead and issued a refund in the amount of $385.90 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:07/25/2022
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 nonstop Flight for 11/4-11/11/22. It was over **** dollars for 5 tickets. Within 2 weeks they changed both of my flights to 1 stop flights with no compensation. This was a bait and switch practice. I attempted to contact them and asked for some time of compromise or reduction in price. Essentially offer a refund or a worse flight. This happened on our last flight as well with 4 tickets bought. Please look into how often they switch people from nonstop to layover flights.
Business Response
Date: 08/01/2022
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.

In these cases, the options available to our customers are re-accommodation on the next Spirit flight or a refund of the affected segment or a reservation credit.
Customer Answer
Date: 08/01/2022

Complaint: 17622435

I am rejecting this response because:

The response is canned and is unhelpful. It is exactly the same as the representative and supervisor that took hours to get ahold of, despite being given a message that it would be 10 mins on 2 separate occasions. All I wanted, was if a non stop flight opened the day I booked, I be offered to switch to it. I was only given options of inferior flights with layovers with only one opportunity to change my flight. Deplaning and layovers will not be fun with 3 kids and puts us at higher chances of not making to and from destination on the given day of arrival/departure.
Sincerely,

*******************
Business Response
Date: 08/04/2022
Hi *****,

Times shown in a timetable or elsewhere are not guaranteed and form no part of the
terms of transportation. Spirit may, without notice, substitute alternate carriers or
aircraft, and may alter or omit stopping places shown on the reservation. Schedules are
subject to change without notice. Spirit is not responsible or liable for making
connections (on its own flights or flights of any other carrier), or for failing to operate
any flight according to schedule, or for changing the schedule of any flight.

At this time there are no direct flights for your date of travel.
Customer Answer
Date: 08/04/2022

Complaint: 17622435

I am rejecting this response because:
Again, a canned response. All I want, if there is a nonstop flight that opens on the day I am leaving/returning, give us seats on it. Otherwise, because we are given worse flights, offer an improved compromise other than the layover flights.

Sincerely,

*******************
Initial Complaint
Date:07/25/2022
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.
As a customer ********************** has no remorse whatsoever. I understand things happen and I do understand theres a shortage on pilots and weather changes I get it but how spirit deals with customers is uncivil. I dont see how that have any mission statement honest I dont think they do . They dont properly inform people on changes . They sat there and lied in my face about a ticket being disputed when in fact the flight was just am instead of pm . A company that doesnt move without customers its ridiculous. And this isnt just a bias opinion, this is an ethical opinion, Ive been in the airport for 12 hours and hes still delayed and they never apologize.
Business Response
Date: 08/01/2022
Hi ******,

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

I truly appreciate you bringing your concerns to our attention and assure you that the level of service you received will be shared with our Director of Airport services for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

I am so sorry that your flight was canceled due to weather. We do all that we can to leave on time, but the safety of our guests and crew will always come first.

When 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. I see you were re-booked for the next available Spirit flight but did not board. I have gone ahead and queued your reservation to be refunded for the LAS-*** portion of your flight.

While Im unable to reimburse you for your out of pocket expenses, our station issued each of you a Future Travel Voucher (FTV). You should have received an e-mail containing this information but, just in case you didn't, I've provided it again below.

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: JALEN ********
Voucher code: 44788114778700031

Voucher code: 44755992386100049

Amount: $50.00 each
Expiration date: October 18, 2022

Guest name: TIARRA ******
Voucher code: 44788115080100032

Voucher code: 44755993061300050

Amount: $50.00 each
Expiration date: October 18, 2022

For information on how to redeem your voucher, click here.
Initial Complaint
Date:07/25/2022
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.
Im completely mortified. We have been using your airline for years!! My 17 year old son and my 12 year old nephew got on a flight from *************** to ********* on July 20th they then got online to get there tickets a *************** airport. My son flew in round trip from ********* ** with his Skateboard with no issues! ****** at spirit air in the *************** airport refused to to let my son go with his skate board he fled spirits every single time with his skateboard with no issues!! This is a $400 skateboard and unfortunately I was at work and just got off and he couldnt reach anyone to pay the $79 fee!!! You were charging us to board a small skateboard ! My son was forced to leave his belongings behind in order to not miss his flight this was traumatizing to him as it was the last thing his father who was killed while serving this country bought him!!! I was then contacted by Spirit after making a complaint to be told they cannot help me with this reservation for privacy reasons and that my child who flew would have to make the complaint he is a child he is 17 years old why wouldnt his parent make the complaint and Im uploading proof above that this was the response I received back through email Im seeking to have the whole ticket refunded or escape or replaced hes been flying with Spirit for years and never once has a skateboard ever been an issue to make a child throwaway a very prized possession is just out of control.
Business Response
Date: 08/01/2022
Hi Megan,

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, will incur a small charge. Keep in mind that baggage prices are cheaper when purchased in advance. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. All baggage charges are non-refundable.

We accept non-motorized/non-battery operated skateboards onboard as a carry-on or personal item provided the item is

Within Spirit's carry-on or personal item size dimensions, and
Stowed with wheels up to prevent rolling.

Guests must stow the skateboard wheels up, preferably under the seat. Skateboards count towards a Guest's bag allowance and carry-on bag charges apply, as applicable. A limited liability release form must be signed as well.

As ******** skateboard was not within the personal item guidelines, he was requested to pay for it as a carry-on. As the flight was boarded and travel is complete, we are unable to honor your request for a refund of the flight. We are also unable to honor your request for a replacement skateboard, as that is not something we provide.
Initial Complaint
Date:07/25/2022
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.
On June 12, 2022 I booked a vacation from ******* to ****** ****** via Expedia travel. Upon viewing the details I noticed some discrepancies. The main problem was the fact that one of the airlines was Spirit. As I DID NOT want to use Spirit airlines, I immediately called Expedia and asked them to reverse the charges. Expedia complied and returned all monies EXCEPT the portion related to Spirit airlines. (FYI, I rebooked this vacation the same day using a different service) Expedia also explained that I would have to contact Spirit directly to get that portion of the refund. I did so the same day using Spirit's website "chat" option. In fact, I made the request twice. Each time, the chat response was "your request has been noted and you will receive the refund back to the card that was used." However, that Did Not happen. As recent as July 18, 2022 I get message via email asking about adding luggage. (At this point I'm actually in the midst of traveling for my vacation). I responded that the flight was cancelled the same day it was booked and I had previously requested a refund. (see email attached) I called customer service today 7/25/22, and was told their notes have me down as a "no show." I asked the rep to check the record of my refund request and she stated she did not have access to those records and I would have to go back through the chat line. I have attempted to do this with NO satisfaction and have again been referred to yet another help line. This has now turned into a major "run around"! The bottom line is that I requested the refund the same day I booked! Spirit airlines has refused to give me my refund or offer any kind of compensation. Your effort in helping secure proper compensation and resolution would be greatly appreciated.Sincerely,********************/********************
Business Response
Date: 08/01/2022
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.

Our records show there were no requests made with 24 hours of booking to cancel your flight. As a one-time courtesy, I have gone ahead and issued a refund in the amount of $293.64 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: 08/02/2022

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. Please know that although this company says their records don't show my request I went through their chat line twice on the same day as the ticket was booked.

Sincerely,

*******************************
Initial Complaint
Date:07/25/2022
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 purchased 3 round trip tickets for my grandchildren. They arrived July 7th. Upon checking flight status for their return trip the reservation said the flight was no longer active. I called spirit airlines. She said my grandchildren did not show up for the flight on July 7th so the return flight was canceled. This is not true. My grandchildren are here in ********. I would like a complete refund to cover the costs of booking a new return flight on late notice.
Business Response
Date: 07/28/2022
Hi ***,

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

I have reviewed your grandchildren's reservation GENZ4M and I see they were boarded and due to agent error, they were checked-out of the system.

Unfortunately, if you dont modify or cancel your reservation and you dont travel on any segment of a booked itinerary, all subsequent segments on the reservation will be canceled. The flights cannot be reinstated and the airfare is non-refundable.

Due to the error made on the agent's part, please attach the receipts that outline the expenses you incurred as a result of this cancellation.

Once the proper documentation is received, it'll be forwarded to our Refunds Specialist for review. If reimbursement is approved, the review process can take up to 20 business days to complete. Should our Specialist determine, that compensation will be issued, a check will be mailed to the address that you provide.

Please provide your mailing address in response to this e-mail as I cannot submit your claim without this information.

I have gone ahead and issued a refund in the amount of $412.77 (for the canceled 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.
Customer Answer
Date: 07/30/2022

Better Business Bureau:

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

Sincerely,

*****************
Initial Complaint
Date:07/24/2022
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 flew spirit airlines July 14 from *** to ******** ******. On the first leg of the trip the plane was late entering into ********* airport and many passengers, me included missed our connecting flights. When I finally figured out what I needed to do I had to wait in line which there was 3 lines and the spirit airlines people were pulling from each line but not in a fair manner and they were extremely rude to everybody. They gave no regard to anybody. When I finally reached someone to help me they said they could not get me out of the airport for 3 days. I told them to go ahead and book that flight because they said it was the last seat and the next flight wouldnt be for another 2 days. I had no money and only a change of clothes. They said because it was the weather they would not give any compensation. My son called their customer service and we were on a three way call and the lady said she did not have any other resolutions than that flight for 3 days later or a refund of the second half of the flight from ***** to ********. So we agreed for her to cancel the flight for July 17 and issue a refund and she said it would be a couple of days. The refund has not come and I called again today and they said I have a balance of $10 for them printing a boarding pass for me. I never received a boarding pass. They now say I have to go to their website and pay the $10 in order for them to give me a refund. I was trying to get to ******** because my husband was sick. They are unreasonable. In order for me to get to ******** I had to purchase an entire new flight with Southwest Airlines. I believe I should receive a refund for the entire flight. I didnt even complete the second half of the flight with them. Why should I have to pay $10 more now just to receive a refund for the flight that I didnt even take. And were told by their customer service on July 14 that they were going to issue a refund that day.
Business Response
Date: 07/28/2022
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 have reversed the $10.00 boarding pass fee and issued your refund for the LAS-PDX portion of your flight.

I have gone ahead and issued a refund in the amount of $192.25 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank.

I have also issued a Future Travel 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: ***********************
Voucher code: 44829765174200001

Amount: $50.00
Expiration date: October 24, 2022

For information on how to redeem your voucher, click here.

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