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

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

  300 World Way #a Los Angeles, CA 90045-5899

• 

  Spirit Airlines

  5300 Riverside Dr Concourse B Cleveland, OH 44135

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:07/24/2022

  Type:Sales and Advertising 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 7/23/22 I was noticed that a flight that I had booked had been changed to include a layover. For health reasons I cannot handle a layover and had to cancel my itinerary and re-book. Upon closer inspection, the company did not refund/credit all the money that I had spent on the original reservations. There is no explanation for this and the airline makes it next to impossible to communicate by telephone. This feels like a bait and switch by getting customers to pay for flights that dont happen and then charges them to cancel and rebook. I am very disappointed with Spirit.

  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.
  
  
  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 DNHFTR I see you were issued a full reservation credit in the amount of $377.18 for your flight. 
  
  
  
  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: DNHFTR
  Amount: $377.18
  Expiration date: October 20, 2022
  
  
  Dont forget to read the terms and conditions provided in the link:
  
  
  https://******************************************/hc/en-us/articles/202097966-How-do-I-find-and-redeem-my-reservation-credit-
  
  
  
  On your reservation IGT1HW I see you canceled your flight for October 6th and was issued a credit in the amount of $123.20 and 24, 000 points was added back to your account. 
  
  
  
  Reservation Code: IGT1HW
  Amount: $123.20
  Expiration date: October 20, 2022
  
  
  
  If you would prefer a refund of these 2 credits, please reply and let me know. 

• Initial Complaint

  Date:07/24/2022

  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 July 18, 2022 I was flying in from ******* ******* Flight **** to Newark with my 73 year old mother who is severely handicapped and my 16yr old daughter. We were not met with the spirit Airlines handicap wheelchair as requested at the gate. I arrived at Newark. I was seated in seats 4A, ****** I was informed to place my personal bag on the overhead. As we exited the plane I was distracted by a small child who threw himself in between the aisles crying while his mother struggled with a newborn in her arms and the child. After assisting the woman I forgot my bag. In my bag was my medication, all personal Identification, capitalone and chase bank cards, $700 Prada transitional prescribed glasses. $3000 cash in a blue bank money pouch, an orange wallet with an additional $100 and my social security card and COVID card. Included were 2 5X7 journal & calendar books that has all my passwords to all my personal accounts. I have submitted numerous incident reports with the proper departments as directed, yet no one has actually taken the necessary action to simply search the aircraft to confirm that my bag is retrieved.Spirit Airlines was highly recommended as having exceptional customer care and has yet to properly assist me in this matter. I have provided a picture of the actual bag and have submitted a report to the proper department and no one has responded.Ticket code:YD7UPI Report code #******* on 7/18/22 from ***-*** If someone can please help me I will greatly appreciated as I am in dire need of my medication that must be taken on a daily basis for the rest of my life.

  Business Response

  Date: 07/28/2022

  Hi Iris, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  ?Iris, we work hard to ensure our guests traveling with special needs get the best possible service. Im so sorry that weve disappointed you. Even though we dont have curb-side check-in at our stations, we will provide wheelchair service to guests at the curb. If a guest needs wheelchair service at the curb in front of our terminal, we suggest to have a family member or friend go inside and ask for a wheelchair from one of our team members or our Service Provider. I assure you that once its brought to our attention that wheelchair service is needed at the curb, we will provide assistance.
  
  
  
  We hate losing things just as much as you - hopefully we can get you reunited with your belongings shortly!
  
  If you left your item onboard our aircraft or at a Spirit ticket counter or gate area, please click here for instructions and answers to frequently asked questions (FAQs).

• Initial Complaint

  Date:07/23/2022

  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 Thursday 7/21 I searched ****** Flights to book a flight from *********** to *******. I found a flight leave 8/10 at 2:30pm and arriving in ******* at 5:18pm. Then I selected book through Spirit. I completed the booking and paid. My wife looked at the confirmation and saw the flight time changed to 8pm and arriving at 11:30pm that night. We looked and the desired flight was still available, so we called to rectify the issue. They wanted to charge the same amount of our booking to modify the flight. Their customer service reps were rude and one hung up the phone on my wife. One rep told me that he was the end of the road and his decision was the law. Our family has been belittled and has been monetarily put out based on a systemic issue with Spirit Airlines website. I feel that the change has was made predatorily to get customers to double the cost of their trip by paying the change fee. We would not have known if she had not seen my email asking us to add bags or select seats.

  Business Response

  Date: 07/27/2022

  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.
  
  
  
  Upon reviewing your reservation CK3M3K I see your flight was booked for the 8:40pm MSY-*** departure and no changes were made by Spirit. As we are a web-based, Guest-driven airline, Guests are ultimately responsible for the reservations and transactions they have made on the website.
  
  
  
  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. 
  
  
  
  As a one-time courtesy, I have gone ahead and issued a refund for the change fees in the amount of $196.00 back to your card ending in ****. Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

• Initial Complaint

  Date:07/23/2022

  Type:Billing 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.

  A year ago I noticed a charge from Spirit Airlines in my bank account for the renewal of a $9 club membership. I was never notified of this renewal, nor did I want to continue it. I tried to contact them by telephone and online to no avail. I wrote them a letter notifying them of my cancellation of the membership.Today I noticed that they again put through a charge for the renewal disregarding my cancellation. I wrote them another letter today. both are attached.

  Business Response

  Date: 07/27/2022

  Hi *****, 
  

  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Im sorry to hear you were caught off guard by the renewal of your Spirit *********** membership. I found that you joined our ***********, paying the $59.95 enrollment fee. The terms and conditions you agreed to upon signing ******** that memberships are non-refundable, non-transferable and automatically renew yearly. 
  

  As your membership was not canceled prior to that date, it remained active and the card on file was automatically charged $69.95, extending the membership for another year. 
  Per your request, I have gone ahead and canceled your membership and issued a refund in the amount of $69.95 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: 07/27/2022

   
  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:07/23/2022

  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 fianc had flown into ***** with spirit and in the process they lost his luggage they had given him a number in which he called multiple times and no one answered they said that his luggage would come the next day yet he still hasnt gotten it now I had called multiple different numbers and Ive spoken to multiple different representatives and they all say that they cant do anything about it and that I had to contact baggage claim I had spent a whole day trying to get in contact with them and still have not been able to I had spoken to a spirit manager and she wasnt able to help me I spoke to different people within the airport and they all said that its a matter that they dont have control over and I understand however every time I get in contact with one of the spirits representative they told me that they really cant do anything about it and hes been in ***** for four days with no clothes and had to spend a bunch of money on essential items that he needs because he hasnt gotten his luggage his flight home is in one day and we still have no idea where is luggage is and if its getting returned to him we filed claim online and still nothing.There has been no proper communication with spirit and the matter is very frustrating.Id like a refund for the flight and check in on the bag and if possible if he can get reimbursed for what hes had to spend on essential items we will never be flying with spirit again.

  Business Response

  Date: 07/27/2022

  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 fianc name (as it appears on his reservation), confirmation code, and e-mail address used when booking his reservation.
  
  
  Once received, Ill do all that I can to help!

  Customer Answer

  Date: 07/27/2022

   
  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:07/22/2022

  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.

  To whom this may concern, My two daughters had major surgery while we were on my vacation in *****. On 07/21/22 I made reservations with Spirit airlines customer service, agent over the phone. Confirmation code# ZEVCFC, the next confirmation code is KHUR4D For my daughters to have special accommodations due to their injuries and surgery. When I talked to the agent from Spirit I asked about the emergency exit row. If I could purchase two exit row tickets. The agent stated yes even knowing their conditions, so I purchased the tickets. On 07/22/2022 I arrived at Spirit airlines on flight NK **** leaving ***** headed to ******* non- stop at approximately 11:15am. We started to board at 12:45 pm. I noticed my daughters ticket did not have special priority to board first. I also noticed her seat # was change from the exit row, I paid ***** a piece for, the seat. I talked to a flight attendant on board the aircraft she said why am I asking her she just handles the stuff on the plan and not off the plan. Then a gentleman walked over which was also a flight attendant and said, because they had surgery they can not sit in the emergency row. I said I dont care I just wanted them close to me. The gentleman then stated you can talk to someone in ******* at the airport about this situation. I said ok I will just call before we take off. When we arrived to ******* there were no wheel chairs waiting at the airport. My girls had to walk. My compliant is I paid for accommodations and didnt get any of that service for my daughters. My daughters were in very bad conditions. My one daughter, was bleeding from her side through the bandage. The other one stated her leg was numb. Every time I fly with this Airlines its always a bad experience, this one was horrible. Rude flight attendants no compassion, for there customers. One thing you can get out of Spirit staff. Is disrespect, rude comments and very argumentive people. I never seen their staff be helpful at all.

  Business Response

  Date: 08/04/2022

  Hi *******

  We have received your correspondence as submitted to the Better Business Bureau.We appreciate the opportunity to address your concerns. Thank you for your patience while we looked into your concerns. I am grateful for the opportunity to assist you. Immediately upon receiving your correspondence, I reached out to our **********), and to our ******* (***) station management teams for reports relating to the indents you described. I have now received the necessary reports to address your concerns. 

  
  You stated that when you boarded the aircraft. you approached the Flight Attendant (**) to ask why your daughter's seats had been reassigned, and that the ** was not helpful. You also stated that the ** advised it was not her job to assist you with the seating assignments. I reached out to our ******************* team for statements from the **s that worked this flight. According to the statement received, you spoke with the ** and asked why your daughters were not assigned to the exit row seats that you had purchased. The ** asked to see your boarding passes and confirmed that you were assigned to two exit row seats and two non exit row seats. The ** asked if you were certain that you had paid for four exit row seats in total. You confirmed that you had. You mentioned that your daughter had just had surgery and needed the additional room because she could not sit for too long, she was in pain, and the space would allow her to rest on her knees. The ** correctly informed you that because your daughter had just had surgery, and had received wheelchair assistance, your daughter did not meet the exit row seating requirements, and that was probably why her seat was moved. 
  
  *******, in order for *****s to be able to remain in the exit row they must pledge to be willing and able to assist in the event of an emergency.  In addition to this, they must meet all the exit row seating requirements listed here.  If a ***** does not meet these requirements they are unable to occupy an exit row seat. While we sympathize with *****s facing additional burdens while traveling, including those dealing with medical conditions, the safety of our *****s and crew is our number one priority. As such our agents and Crew are entrusted with ensuring that all *****s that are assigned to the exit row are able to assist in the event of an emergency. 
  
  You informed the ** that you had not spoken to the gate agent regarding the seat change. The ** suggested that you should speak with the agent so that you could be issued a refund for the exit row seats that you purchased. You stated that you should be issued a refund for the seats you paid for. The **  advised that you should speak to the gate agent regarding your refund since she did not have access to issue a refund for the seats you purchased. She also mentioned that you should take your boarding pass when speaking with the gate agent so that you could board the flight again. Another ** was nearby and suggested that you speak with the gate agent once you arrived into *** in order to be issued a refund. In this instance, because your daughters were removed from the exit row due to safety concerns, I can determine that we were in line with the rule set forth by the ****************************, (DOT). 
  
  In your correspondence you stated that you reached out to our ************** to request wheelchair assistance for your daughters and to purchase seats with additional room for them. I reached out for a call transcript of your interaction with the ************** agent. From the report received, I learned that you informed the agent that your daughters had just had surgery and they required wheelchair assistance. The agent added the wheelchair to your reservation. You asked for a seat assignment that would provide extra leg room. Despite knowing that your daughters required wheelchair assistance, the agent offered you the option of the seats located in our exit row and seats towards the back of the aircraft. You stated that you paid $11 for 2 exit row seats and that you would like to be seated close to your daughters. The agent offered you seats in row 25 for $25 located in the exit row. The agent advised you on how you could add the seats online. The agent also added the wheelchair to the other reservation. The agent advised that you would be transferred to the payment line, you declined and said you would add it online since it was already in your cart. The agent provided you with the other confirmation number so that you can add the seats online. After reviewing your interaction with the ************** agent, because the agent did not inform you that because your daughters would require wheelchair assistance, they would not be able to occupy the exit row, I have determined that our service fell short of the standards set forth by both ourselves and the ****************************, (DOT). I have shared this interaction with our ***** Services manager for further review and corrective action. I am grateful to learn that you were issued a refund for the exit row seats that you purchased. 
  
  We want to thank you for requesting wheelchair service ahead of time as it helps our wheelchair service providers (SP) schedule their staff accordingly.  Once a request is made, oftentimes, a short wait is necessary as our SP may be busy helping other *****s.  We strive to accommodate all wheelchair requests as soon as possible, but are required to provide service within 20 minutes upon your arrival at the airport and immediately after the last ***** deplanes upon your arrival at your destination. Keep in mind, that although this request is added in advance, you are still required to inform a Spirit team member that you require assistance. 
  
  I also reached out to our *** station regarding the wheelchair assistance you indicated that your daughters did not receive when the aircraft arrived. *******, please be advised that once a ***** arrives at their destination, we are required to provide wheelchair assistance once the last ***** has deplaned, which is why our Flight Attendants will make an announcement asking anyone who needs extra assistance deplaning to remain in their seats until the end of the deplaning process. Although this is not required in order to receive assistance, it allows our wheelchair Service Provider vendor (SP) to easily identify those needing special assistance. From the reports received from our *** station, I learned that we do not have a record of your daughters self-identifying as needing wheelchair assistance upon your arrival. All *****s from this flight who self-identified as needing assistance were provided with a wheelchair. I can assure you that had they self-identified as needing a wheelchair, it would have been provided.  The ** stepped off the aircraft and there were no *****s waiting for assistance once the last ***** deplaned. There were no *****s that self-identified as requiring assistance on this flight. Our SP was at the gate and was available and willing to assist any ***** that required assistance. Because they did not self-identify as needing assistance I can confirm that we acted in accordance with the standards set forth by the **** Nevertheless, I apologize that they may have struggled to the baggage claim area.  I want to assure you that we are dedicated to helping our guests that require special assistance. To ensure that our *****s requesting special assistance are provided with excellent service, our employees, contractors, and Service Providers are thoroughly trained on the procedures we have set up for *****s needing wheelchair service.
   
  While I know that we cant change your previous experience, in hopes of providing you with a more pleasant experience in the future, I would like to extend a $100.00 Future Travel Voucher to you. The amount covers the flight portion of the base fare. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem this voucher online at spirit.com or by calling our ************** at ************. The voucher information is detailed below, along with a link that includes our voucher Terms & Conditions, as well as simple steps on how to redeem. I hope Ive addressed your concerns in a satisfactory manner; however, Im required to inform you that you have the right to pursue DOT enforcement action in accordance with ACAA and DOT rule 14 CFR Part 382.
   
  Name: ***************************
  Amount: $100.00
  Voucher code: 44876454606100001
  Expiration date: November 1, 2022
  
  For information on how to redeem your voucher, click here. 
   
  If you encounter problems when traveling with us, you are welcome to ask our Spirit guest service personnel for a Complaint Resolution Official (CRO). Our CROs have been specially trained and are aware of applicable DOT disability regulations. Our CROs are available at all airport locations and will be glad to respond to your concerns. 
   
  We look forward to serving you on a future Spirit flight and providing you with a wonderful guest experience. If I can assist with any other matter, please let me know. Its my pleasure to assist.

  
  

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17613645
  
  I am rejecting this response because *********** took no compassion in my daughter's health. I feel the public needs to know the lack of passion this company has.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/04/2022

  Hi *******, 
  
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  As I have fully researched your concerns, I do apologize if you are dissatisfied with the resolution provided. As I have reviewed our Contract of Carriage, I'm afraid I'm unable to alter the position provided.
  
  If you have any concerns regarding any other issue, I'm here for you.

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17613645
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/22/2022

  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.

  March 1st, 2022 RE: NK: ************ Cancelled Flight NK6323 (SAN to LAS) Reimbursement February 24th, 2022 Confirmation: NDB3KS To Whom It May ********** name is **************************. I booked a flight for an emergency Medical Appointment in *********, ****** for Friday Morning February 25th, 2022. When I booked your flight out of ********* on February 24th, 2022 I was under the assumption that this would be a quick and easy flight out. This was not the case at all.I received notice the afternoon of February 24th2022 that the flight would be delayed and had been oversold. Upon arriving at the airport, the original departure time was then again pushed back. When we loaded the plane finally, we were not given A/C and the flight was very hot. For over any hour we set in a hot plane with no status on how much longer we would be waiting or what was wrong with the plane. Then a gate agent hopped on the flight and said if you are trying to make the connecting flight from LAS to ********, please get off the flight as that one has been cancelled. So yet another delay. Once they were off the flight we were left on the flight for another hour with no update. Then the gate agent got on the flight again and said if you want to get off the flight, you can do so. So that would have stalled the departure time even longer due to unloading of passengers and then pulling their checked luggage from the belly of the plan. Then the finally come back to us about 30 minutes later and say we are to all get off the flight because it is delayed even further. After sitting at the airport for over 5 hours they finally just came out and cancelled our flight. I then had to call a taxi to avoid any issues with finding a ride home. When given the rebooking card we all tried to call and found that the phone number was disconnected and when we tried to address this with gate agent, he threw

  Business Response

  Date: 07/26/2022

  Hi ****
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
   
  Im sorry to hear that your flight was canceled due to a maintenance related issue. We do all that we can to prevent these cancellations, but at times they're unavoidable as the safety of our guests comes first. I know that this cancellation threw off your schedule and I wish that we could change this. While the reality is that delays and cancellations are a very small percentage of our operation, we understand that they are the single greatest cause of frustration for everyone. Rest assured, we're doing all that we can to improve this aspect of our service.
  
  I have reviewed your attachment and will  submit your receipts 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.

• Initial Complaint

  Date:07/22/2022

  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.

  Hi,We booked a flight from ********* to ********* on 6/1/2022. Flight # ***. Scheduled departing time 7:30 AM. CYQSNY Here's what happened. We got a text notification that the flight got delayed and won't be leaving until 8:35 am. But we still arrived around 6:44 am, had breakfast at the airport and then we waited at the gate around 7:40 am. We waited and waited until 8:05 am, looks like no one's onboarding. So we checked with the Spirit lady at the front desk. And she was answering very impatiently and told us the flight has already been back to the original schedule and had already departed.Well, we were shocked and my first thought was how could that happen? We didn't receive any email/text/phone/broadcast notification telling us of the change, and we were there waiting the whole time. They told me they could book us tmr's flight since that's the only flight on that day. But we don't want to wait since my daughter has an important school event the following day and we don't want to miss it. So it took us 4 hours running between different terminals and an extra $1500 + to book a red-eye flight and we got home on 2 am the next day. Now the funny part, Spirits told me that the plane never departed until 8:35 am. And I checked all the flight history websites all showed departed on 8:05 am. So who's lying? If it left at 8;35 how could we miss the flight since we got there an hour earlier?My requests: please provide proof that the flight departed at 8:35 or any text/email/phone call/broadcast history that you notified us of the change. We received conflicting info and we tried to follow what they told us. And now they say it's our fault? Feel free to pull the surveillance camera and check if we were sitting there the whole time (i will be glad to show you where we were seated). Otherwise, I would like to have my $1500 reimbursed. With 2 small kids, we were exhausted that day and that was the worse experience ever. Attached are uber receipt and flight history.

  Business Response

  Date: 07/26/2022

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I'm so sorry your flight was delayed. Our records show your flight was delayed due to crew. Please be advised delay times are estimated and can change at any time. I see your flight was estimated to leave at 8:35am but left the gate at 8:08am. Per the terms of our Contract of Carriage, a document you agreed to upon securing a reservation with Spirit, even in the event of a delay, we still highly recommend that you arrive at the airport and remain at the gate based on the original time of departure.
  
  
  Customers are recommended to remain in the gate area for updates and possible early departures. Spirit shall not be liable to any customer who misses a flight, which departed earlier than the estimated departure time posted for the delay.
  
  Flight statuses can change at any time, and if we have the opportunity to get you on board our aircraft sooner, well certainly take advantage of that. Additionally, if you walk away from the gate, there are many places in the airport in which our announcements are inaudible.
  
  While we are unable to honor your request for reimbursement of your other airline flight, I see you were issued a full reservation credit for your missed 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: CYQSNY
  Amount: $522.36
  Expiration date: Sept 14, 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:07/22/2022

  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 Spirit flight to leave ******* on May 25th (confirmation #TNEZ3R). Unfortunately, I became gravely ill and was hospitalized on May 13th and was unable to travel.My doctor advised me not to travel by air for an indefinite period. I requested a refund but was told I could only get a credit, and was credited my airfare amount of $1072.36 through August 15th. This agent informed me that if I needed to extend the credit to call back prior to August 15th. I have stage 4 cancer. My doctor wrote a letter to document my illness and limitations after I advised him of the situation with Spirit Airlines. I went to the *************** MCO to request a refund during the last week June. I spoke to Adja at the customer counter for **********************. I requested a refund and showed her my doctors documentation. She advised that she could not process the refund because I was given a credit and the credit department would have to process the refund. She sent that department an email and advised if I didnt get the refund within 10 business days to call and find out the status.I called July 22nd to request status of the refund. Spoke to Virginia (ID #******) in the Spirit customer support department. She told me that there wasnt a refund request on my account, and that I would have to submit a request online and provide documentation. She said I couldnt get a refund any other way, I was misinformed by the agent in the airport, and a supervisor would not be able to help me. I requested to extend my credit so it would not expire while going through this process. She said I could not extend my credit until after it expires, which of course is the exact opposite of what the prior agent said. I have been repeatedly misinformed by Spirit agents and still have a significant amount of money held ** in the process.

  Business Response

  Date: 07/26/2022

  Hi *****, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  Im sorry to hear about your medical emergency that prevented you from boarding your original flight.
  
  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.
  
  
  
  Due to your medical emergency, as a courtesy, I have gone ahead and issued a refund in the amount of $1,072.36 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:07/22/2022

  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.

  Once again, I needed to modify one of my flights with the airline. The checkout page says I will receive a credit ($112.95). Then the credit does not work and they charge my credit card an amount I was never told about ($161). It happens every time I modify a flight with the airline and they just say they are investigating. Its stealing money, plain and simple.

  Business Response

  Date: 08/21/2022

  Hi ******,
   
  My name is ****** and I'm the BBB Correspondent for Spirit Airlines. We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I apologize again for the issues you have experienced with your bookings. Your concerns were recently addressed via email. I've provided a copy of this email for your review below.
  
  
  "Hi Rahim,
  
  
  I do apologize for the delay. Please rest assured that we have been working towards resolving the issues with your account.
  
  
  Additionally, I have reviewed your reservations and I see that the issues first occurred in 2021. I have issued the following refunds:
  
  TIHLUG - $85 (MasterCard -2831)
  
  SG73KZ - $112 ***** -1512)
  
  QMPS3B - $129.07 ***** -5449)
  
  PYP3YL - $59 ***** -5449)
  
  FYC8XY - $179 ***** -5449)
  
  
  
  
  You also have a reservation credit available. Please see below. 
  
  Your reservation credit:
  is valid for trips booked within 90 days of issuance on any flight dates available in the system
   can be used for multiple bookings until the full value is used
   can be applied toward airfare, bags, seats, taxes, and fees
   can be redeemed by any Guest linked to the original reservation
   can be redeemed via spirit.com or by calling Spirit reservations at ************
  Reservation Code: YFZDPC
  Amount: $254.40 ( this includes original $112.95 credit)
  Expiration: November 6, 2022
  
  
  Reservation Code: TIHLUG
  Amount:$134.01
  Expiration: November 6, 2022
  
  See below for more information on how to redeem your credit: https://******************************************/en-us/category/article/KA-01232
  As a gesture of goodwill, I've also added ***** points to your Free Spirit account. You currently have ****** points.
  If you have any additional questions or concerns, please let me know.
  
  
  Best,
  
  
  Dedrie
  Supervisor, Guest Relations"
  
  
  If you have any other questions or concerns, please let me know.
  
  For additional information or assistance, you may contact our Guest ******************** by clicking on the link below: 
  www.spirit.com/help
   
  Sincerely,
   
  Dedrie
  Corporate Consumer Relations