Complaints

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

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• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  1 Harborside Dr Boston, MA 02128

• 

  Spirit Airlines

  16000 Chamberlin Pkwy Fort Myers, FL 33913-8873

• 

  Spirit Airlines

  Mankato, MN 56001

• 

  Spirit Airlines, Inc

  3400 E Sky Harbor Blvd Terminal 2 Phoenix, AZ 85034

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:07/22/2022

  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.

  I've been trying to get Spirit to fix my free spirit loyalty account for a couple months and have gotten no help. I got the free spirit MasterCard with **** of America and completed the required amount of purchases within the first month to receive the promotional bonus points. A few months ago I started at looking to use those points to find my account is blocked and I'm not allowed to access it. I tried multiple times to call and get access to my account each time they tell me I'm all set and should have access but that's still not the case. The last time I called approximately 2 weeks ago I was told the account does not exist and that there is no points in the account and that I need to file a written complaint. I filled the written complaint and supplied billing statements and images of credit card to prove my account and points that I should have. Each time I file a written complaint with spirit I'm told they will look into it and then I hear nothing from them. They will not reply to my emails and when I call they can't help me over the phone.

  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. I have reached out to our Loyalty Team and was advised at the time you signed up for the Spirit Mastercard there was a lot of fraudulent accounts and a sweep was done of suspicious emails. 
  
  
  As your email address was unclaimed, your account was blocked. I was able to have your account corrected and removed from being blocked. I am currently waiting to hear back from our IT department to restore your points. 
  
  
  In the meantime, can you please confirm you would like your email address ******************* linked to your MasterCard account 1010869079 so I can merge your accounts. 

  Customer Answer

  Date: 08/06/2022

   
  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:07/21/2022

  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.

  The Spirit iPhone application has a software issue. Erroneous charges. Check in is required prior to flights. Military personnel receive free bags on the airline. I was checking in for a flight which included myself, my wife, and my infant child. The application by default added a carry-on bag for my wife. The application greyed out any option to add or remove the carry-on bags ($51 per bag) so I was forced to purchase one bag in order to complete the check in process. I made spirit aware of the issue and they refused to refund the purchase. Note that I did not have any carry-on bags nor did I desire to purchase any. I feel taken advantage of by Spirit Airlines and feel they did not acknowledge or appropriately resolve the issue with the software for their application. This is actually the second time this has occurred.

  Business Response

  Date: 07/25/2022

  Hi *******, 
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  I'm sorry to hear your experience with our mobile application hasn't been the greatest. Our IT team is working to fix any bugs in our system. I'll pass comments about your experience on for review for any necessary changes. 
  
  
  Upon reviewing your reservation, I see your refund was processed in the amount of $51.00 back to your card ending in 7092.  Refunds are processed immediately on our end but may take 5-7 business days depending on your bank. 

• Initial Complaint

  Date:07/21/2022

  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.

  Iv'e flown Spirit Airlines before and never encountered such insensitive behavior. On July 18, 2022 my partner and I had a flight (flight# NK3154 ) at 8:55am and initially was supposed to arrive at 12:14pm. The flight got delayed due to weather conditions in *** (the spirit app stated departure time was 9:22 after the delay but we were still in *** at 10:00am). I was landing in Miami to catch a cruise. Upon landing, we rushed to baggage claim but it also took us another 45 minutes to receive our luggage due to the delay, and lucky for us our baggage were one of the last ones to be put into the machine. Due to all of these misfortunes we ended up missing our cruise and had nowhere to go. I called the airline to see if we were able to receive any accommodations because we had nowhere to go. I spoke to a representative and she denied every type of accommodation. I even felt the need to give out personal information about my partners health and the reasoning for our vacation. I ended up telling her that my partner had just finished beating cancer which is something we don't like to just tell anyone but our frustration led to this transparency. After telling her this intimate information she still then told me I was still at fault for missing my cruise and the delay was only 20 minutes and had no effect, which was actually false, it was an hour delay. The representative told me that I need to plan ahead of time and did not consider all the misfortunes that occurred on this day while flying Spirit. I hope you guys understand my reasoning for this complaint and employ representatives who show more empathy towards existing customers.

  Business Response

  Date: 07/25/2022

  Hi Jailene,
  
  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.
  
  
  Our records indicate that your flight was affected by bad weather. Air Traffic Control (ATC) ensures the safe operation of all aircraft flying at any given time. When there is inclement weather, ATC makes sure that there is enough safe space between aircraft. Delays and cancellations may occur due to the limited airspace during times like these.
  
  
  Delays and irregular operations, although rare, do occur. We understand this may throw off your plans, but the safety of our guests is always our top priority. 
  
  
  When it comes to a flight cancellation or delayed caused by severe weather, Air Traffic Control decisions or other issues outside of Spirits control, we dont offer hotel accommodations for such events, since they are out of our hands. When these situations occur, the options are re-accommodation on the next available Spirit flight or if this option is unsatisfactory, a refund of the affected flight is issued.
  
  
  Wed really like it if you gave us another try, so Ive issued Future Travel Vouchers for you. Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. The amount covers the flight only portion of the base fare. Vouchers cannot be used towards bags, taxes, seats, onboard purchases, or vacation packages. Vouchers are nontransferable. You dont have to fly by the expiration date, just make a reservation before it expires. You can redeem vouchers online at spirit.com or by calling our ******************* at ************.
  
  Guest name: JAILENE *******
  Voucher code: 44787097738700001
  Amount: $50.00
  Expiration date: 10/21/2022
  
  
  Guest name: JOSHUA ********
  Voucher code: 44787086543500001
  Amount: $50.00
  Expiration date: 10/21/2022
  
  
  For information on how to redeem your voucher, click here. 

• Initial Complaint

  Date:07/21/2022

  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 12/15/21 I purchased a flight with Spirit for me and my daughter to ******* departing on 12/30/21 and returning on 1/2/22 for $876.32. On 12/15/21 I added bags which brought my total to $1,026.32. On 12/29/21, I had to cancel my flight, for which they issued credits for future travel but had to be used in a short 90 days. For this I was refunded the fees and taxes etc, and given a travel voucher of $776.36 and $249.96 back to my card. On 3/11/22 I booked a flight with Spirit for me and my daughter to ******* again this time departing on 11/10/22 and returning on 11/13/22 for $786.36. $776.36 was covered by the voucher and $10 was paid out of pocket. On 7/21/22 Spirit changed the flight times and sent me an email to notify me saying to contact them for a credit or refund. On 7/21/22 I contacted Spirit and requested a refund as the flight no longer fit my schedule. I was offered the refund and told (transcript attached): Your refund has been issued in the amount of $786.36 back to the card used for payment. Refunds are processed immediately on our end but may take 5-7 business days to reflect in your account depending on the financial institution.To which I accepted. After the whole deal was done Spirit said that they will not be able to process the payment because their system will not let them as credits were used. I asked them to escalate to someone who could to which they were adamant that they also would not and therefore I didnt waste any more time on it as it had already been well over an hour.l during work hours. I am seeking that Spirit honor their offer to refund to my original card in the amount of $786.36 as that indeed is where $786.35 came from.

  Business Response

  Date: 07/26/2022

  Hi Jared, 
  
  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 guests are re-accommodation on the next Spirit flight or a refund of the affected segment. 
  
  I have reviewed your reservation and I see your flight is still active. Please let me know if you would like to cancel and I will provide a refund as the previous agent promised. 

• Initial Complaint

  Date:07/21/2022

  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.

  Confirmation code MF4K3M Spirit NK:016550004150 ticket did not resolve my payment dispute but I am providing here for reference.I paid for 2 big seats. The aircraft was downgraded on return flight and no big seats available in row 3. But they were available in the booking and i paid the fee. I was told i could not get a refund or credit for the difference in seat fees. Not my problem the plane didnt match what was represented in the booking.

• Initial Complaint

  Date:07/20/2022

  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 8th, 2022, I used the spirit.com website to book a last minute Trip to ** for later that same day. When I was at the point of payment, there was a notification that I could apply for their Mastercard. If approved, I would get a 100 statement credit and after earning ****** bonus points, get another 100 flight voucher. It showed the following: 179 **** Total ticket price $79 after statement credit. When I got my statement, there was no credit. I called **** of America, who manages the card, they told me that Spirit was supposed to give the credit. He read that it was supposed to be after 30 days. It had been 30 days when I got the statement. They told me to call Spirit. I spoke to 3 people, was hung up on and called back. The last person said I would not get the credit because I had to spend **** to get the voucher. I explained that the site said I would get 100 statement voucher if I used the car to pay for the ticket at that moment, which I did. It didnt say I needed to spend a **** for the statement credit. He was rude and said I didnt read it correctly. He wouldnt let me speak to a supervisor. He said there was no supervisor. I want to get the 100 owed to me for applying and using the card. I am paying the card so the payment isnt later than it is now. So I dont want a statement credit. I want a gift card sent.

• Initial Complaint

  Date:07/20/2022

  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.

  Booked a flight leaving ***. Arrived in what should have been plenty of time to get to the flight. The ticket said terminal E, gate D11. Anyone who knows *** knows there is no Terminal E, gate D11. Extremely confused where we need to be we call *** trying to figure out if its terminal E or D. We get to the terminal and go to check in. Get all the way threw the line and was sent to the back of the line because we did not know we needed to put the tag on the bag. Note no employee there to assist us. Get the tag and get back in line and then an employee comes up to us and says because we have a baby we have to go through anther line. The lines were packed with people and only a few employees. So we go to the back of another line, ultimately missing the flight. Ended up paying another $99.00 to switch to a later flight. It was absolutely a horrible experience. I have flown Spirit three times now and each time is a nightmare. I was so frustrated with the constant issues I decided to contact Spirit by phone to file a complaint. The first time I called the agent said he was transferring me I head dead air and then was hung up on. The second time I did get through to someone but could not understand what the person was saying and asked to be transferred to another agent. That employee hung up on me. The third time I got through to someone and attempted to explain why I was so upset and she did not acknowledge my frustration at all and then wanted to charge me another $99.00 to rebook another flight! She was not listening to anything I said. After I tell her I can see we are not getting anywhere she hangs up on me. Absolutely the worst experience Ive ever had with customer experience, or lack there of. I will never fly Spirit airlines again. Who wants to be treated like that after spending that kind of money.

  Business Response

  Date: 08/18/2022

  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'm sorry to hear that you did not have a good experience with us. Regrettably, I am unable to locate this particular reservation. To better assist you, please provide your confirmation code, date of travel, routing, and email address used for the booking.
  
  I look forward to hearing from you! 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
  

• Initial Complaint

  Date:07/20/2022

  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 5/28 I received a confirmation email for a flight I did not book. After receiving additional emails related to this flight, I contacted Spirit on 6/11 and reported the fraud. During the conversation, I learned that the ticket was purchased over the phone and partially paid for using a credit of $84.60 associated with my account. The ticket was purchased using my name, date of birth, email address, and phone number. Spirit told me they were escalating the issue to the fraud department, and I would be contacted within 24 hours. On 6/13, I called again to follow up and was told they were initiating a call review and expediting it because the flight was the next day. They said they'd call me back within two hours. 3.5 hours later, I called back and the Supervisor hung up on me. I called back again and was told the person had checked in, but they were able to put additional security measures in place to prevent someone from boarding using my identity. I was also told that the matter had been escalated to the manager on the floor and couldn't go further. I was told Spirit would contact me the next day via email. On 6/16 I contacted them again and learned that the security measures were not followed and the person boarded the flight. Escalation told me they couldn't do anything unless I filed a report online. After submitting a complaint, Spirit again inadequately addressed my concerns so I called on 7/13 and the Supervisor said they needed to get my file up and would call back within 2 hours. When they didn't, I called again on 7/14. The Supervisor looked into the case and seemed like they were going to help until I was given the same inadequate response and then hung up on. I called again and was told the issue would be escalated to the back office team, and would be contacted within two hours. I was not. After 9 phone calls, Spirit has not addressed this problem and I have been hung up on multiple times. I need to be reimbursed and get records related to the ** theft

  Business Response

  Date: 08/18/2022

  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'm so sorry to hear of the trouble that you experienced with your reservation credit. After careful review, I've found that your credit was incorrectly used towards another booking for a guest who had a similar name. 
  
  We are unable to issue a refund, due to our non-refundable fares. However, as courtesy, I've waived the cancellation charge from your original booking, and I have issued a full reservation credit. 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: XDGUMF
  Amount:$186.59
  Expiration:November 15, 2022
  
  See below for more information on how to redeem your credit:
  https://******************************************/en-us/category/article/KA-01232
  
  Megan,I sincerely apologize if you found our team anything less than helpful and for the overall service that you described. Please rest assured that your experience has been addressed with our ************************* Team for further review and appropriate actions.
  
  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

  
  

  Customer Answer

  Date: 08/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am still frustrated with the business practices of spirit airlines. However, given their history and most recent response, I dont think Ill be able to achieve a better outcome. Therefore, I accept their response to this complaint. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/20/2022

  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.

  Upon our first flight that was cancelled at the end of December 2021, we were never given the option to be refunded, instead we were issued flight credit. We planned a 2nd vacation and deposited a large amount of money towards our resort and were cancelled AGAIN, leaving us out hundreds in deposit money and re-issued flight credits again. This has been the second time to be cancelled on and we are just fed up and frustrated. I submitted a request for full refund on 4/22 and after waiting a month to hear back from my complaint, I was told they cannot refund because the previous flight was booked with flight credits. We received a $3.87 credit on 4/28/22 and received no communication as to what that was for. My next concern is the amount in which the cancellation email referred to as credit amount of $1781.12. The two flight credits we used to book our flight from MCI to *** we as follows: Confirmation# FH4970 in the amount of $1847.20 and Confirmation # OJZY2N in the amount of $759.57. Why are we losing money from your cancellation? I did purchase the **************** through your website at the time of booking our 2nd vacation from MCI to ***. ?We have tried calling ***************** they run us around in circles and the text/online chat is always an incredibly long wait in which sometimes I do not receive a response back from. We would like full refund for this flight as we are just 'over' trying to work with this airline. There are very limited flights, dates of service, and destinations for the 90 day criteria. And most destinations do not offer a return flight, making this near impossible to use the flight credit. This is not feasible, even when we have tried to plan a family vacation around Flight credits... only to be cancelled. We do not have faith that any additional flights will remain as planned.

  Business Response

  Date: 08/18/2022

  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'm sorry for the trouble that you experienced with your bookings.
  
  After careful review, I've located your original reservation, FH497D. I see that you voluntarily cancelled your booking. Per our guidelines, refunds are an option for flights that are cancelled by Spirit, as well as flights cancelled by the guest as long as such cancellation is made within 24 hours of initial booking and provided that the reservation was made seven (7) days or more prior to the flights scheduled departure.  Beyond these parameters, cancellations are subject to cancellation charges depending on how far in advance the cancellation is made. Once the applicable charges are deducted, a reservation credit is issued for the remaining amount. Please see below.
  
  https://******************************************/en-US/category/article/KA-01195
  
  Upon cancellation, the appropriate cancellation charges were deducted, and a reservation credit was issued to you. I see that you used this credit towards OJZY2N, for travel on December 30 to January 2. Regrettably, this flight was cancelled due to inclement weather. In these cases, we'd rebook guests on the next available flight, issue a reservation credit, or issue a refund of the affected segment. Ive found that you received a reservation credit. Please note that since your flight was purchased with a reservation credit, you were not eligible for a refund.
  
  Following this, you used the credit towards XC4NYL, for travel on June 25. This trip was affected by 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 had a significant impact on your travel schedule, and for this, we deeply apologize.
   
  In these cases, the options available to our guests are also re-accommodation on the next Spirit flight, a reservation credit, or a refund of the affected segment. Again, as this trip was purchased with a reservation credit, (with the exception of the $3.87) you were not eligible for a refund.
  
  As a one time courtesy, I've processed a refund of $1,777.25 to the card on file. Refunds are processed right away on our end, but can take a few business days to post back to your account depending on who you bank with. 
  
  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
  

  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:07/20/2022

  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.

  Our flight was cancelled from ******* to ******** on 8/3/21 YK746K and was rebooked again on 8/4/21 but was cancelled again. We already extended the hotel and car for 1 day and could not get any hold of Spirit for another rebooking since our flight was already got cancelled once and could not take another chance again. We booked to another airlines and just want to get compensated for the flights since Spirit could not fly out of Orland anytime soon. I have already turned all the receipts since last year and again this year and again never heard back if it will compensated or not. Im just being pass from on customer service to another. We paid $178.40 per ticket x 4 total of $713.60, $90.06 the the car extension, $169.12 for hotel extension, $120 luggage fee. Im asking is to get compensated for those expenses that occur at that time and Im not getting any result from Spirit Airlines. I have turned all the receipts to Spirit since last year and I havent heard anything back.

  Business Response

  Date: 07/25/2022

  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 the operation. 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 the receipts you submitted and I see the ***** receipts do not show the to and from destination, and Ryan's ***** receipt is also missing. 
  
  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.
  
  
  
  
  Best
  Genelle 
  Corporate Consumer Relations