Business Profile

Airlines

Spirit Airlines

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

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

Customer Complaints Summary

4,303 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:07/19/2022
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 bought a ticket May 29, 2020 the flight was canceled and a voucher for a later flight issued, I rebooked in April the following year it too was canceled due to covid. I requested a refund and was issued another voucher I explained I have no where to fly to any longer and was promised a refund they are refusing to give me the refund . They claim it is non refundable but the trips were canceled by the airline not me.
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.

Im truly sorry for the trouble that you experienced with your trips. I have located your original reservation, QCUC9M for travel in 2020 and Ive confirmed that you experienced a schedule adjustment. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation.

In these cases, the options available to our guests are re-accommodation on the next Spirit flight, a reservation credit, or a refund of the affected segment.I've reviewed your reservation and see that you opted to cancel your trip and receive a reservation credit.

You then used the credit to book XCI78P, which was affected by a scheduled adjustment as well. You opted to receive a reservation credit for this booking and used it towards Z9EJXB which was also affected by a schedule adjustment. Please note that as these bookings were made with a reservation credit, you were not eligible for a full refund. I see that $3.22 for the out-of-pocket portion was refunded on August 12, 2021.

As a one time courtesy, we can issue a check to you for the original $282.37.Please provide your complete mailing address so we may do so.

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.
Please send the refund check to
1359 **************., ******* ** 30094

Sincerely,

*************************
Customer Answer
Date: 09/26/2022
After I responded with my address to Spirit Airlines and accepted the offer of a refund the complaint was closed, however Spirit has not sent my refund as promised and they have not responded to my emails inquiring. Is there anything else you can do ? I really need the money owed.
Business Response
Date: 10/06/2022
Hi *******,

Perfect! I've sent this information over to our ***************** for processing. A check should be issued and mailed within the next 2 weeks or so.
Customer Answer
Date: 12/02/2022
I filed Complaint ID: ***************************** said they would refund my money and asked for my address, I never received a refund. I requested the complaint be reopened the customer service rep for ******************** claimed she would have the check mailed within a week I still have not received it. All of the correspondence is under that complaint number. Please let me know if there is anything else I can do. These tickets were bought right before covid and due to covid the flight was canceled more than once I should receive my money back. Thank You ***********************
Business Response
Date: 01/30/2023
Hi *******,
I sincerely apologize that a check was not sent to you. I've reached out to our ***************** to expedite your claim. You may follow up within 7 days for an update.
In the meantime, I've created a $50 Future Travel Voucher for you as a courtesy. The details of your voucher, including how it can be used, can be found below.

Your travel voucher:
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 via Spirit.com or our ******************* at ************
is issued per individual Guest, with redemption linked to Guest name
Travel must be completed by the expiration date

*******
47290467855200001

Amount: $50
Expiration: January 30, 2024

If you have any additional questions or concerns, please let me know.

Best,

Dedrie
Supervisor, Guest Relations
Customer Answer
Date: 01/31/2023

Complaint: 17592346

I am rejecting this response because:
This is the third time I been promised a refund. Also I have no use for a travel voucher. Please do not close this case until I let you know my refund has been recieved. At that time I will be satisfied.
Sincerely,

*************************
Business Response
Date: 02/06/2024
This booking is from 2022 is archived. We are unable to assist.
Initial Complaint
Date:07/19/2022
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.
Myself and my family bought tickets from spirit airlines to go and then return from ******************. According to what we booked, our return flight on 07/14/22 was due to leave DR at 3:42 pm arriving in *** at 6:20 pm with a 3 hr layover. We were booked to leave *** at 9:40pm arriving at *** at 12:48am. The day of our flight, Spirit changed our exact flight number to leave *** at 6:00pm prior to us even arriving at *** making it impossible to catch our connecting flight. They gave no warning and no notice. We found out only from attempting to check into our flight. They lied and stated we were notified through email which they could not verify for us and none of us had an email. They made our connection to home impossible and then refused to accommodate us with a place to stay till the next day when the new flight they had already booked us on was available. To add more poor customer service, since we were upset explaining our frustrations to the airline after they made an impossible connection change for us to catch, they blamed us, talked down to us and then canceled all of our flights they added us to for being upset with them. They refused to allow us to fly the next day as well. Both managers we talked to were rude, disrespectful and not accommodating after they changed our flight last minute and made it impossible for us to catch. They told us when we got the email we had the option to say the flight would not work although that was obvious the flight changed to a time that we would not yet be in ***. They took no responsibility for there mess they created for us and blamed us for wanting to go home and be accommodated. They refused our flights and told us they were refunding our money which we thought we would at least be able to use for a new flight. No money was returned at that time. Myself and 6 other family were required to pay for new flights with Delta at $350 each and $30 each bags. Mgmt.***********************# ****** ***************** ******
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 truly sorry to hear that you did not have a good experience with us. I've verified that your trip was affected by a schedule adjustment. There are times when we have to make the difficult decision to modify your original flight plan to ensure an overall efficient operation. Typically, we send an email notification to the email address on file. I see that we sent a notification to you for the initial adjustment on May 3. However, these was another adjustment that occurred on June 3, and regrettably a notification was not sent to you.

I apologize that you missed your connecting flight due to the adjustment. When these adjustments happen, the options available to our guests are re-accommodation on the next Spirit flight, a reservation credit, or a refund of the affected segment.

Per the report from the station, these options were offered to you at the airport. However, you became upset and began to yell and use profanity towards the agent. Under section 4.3 of our Contract of Carriage, a guest will not be permitted to travel on Spirit Airlines for, among other reasons, being disorderly, abusive, or violent or creating an unreasonable risk of offense or annoyance to other guests. Due to your behavior, you were removed from the flight manifest pursuant to our Contact of Carriage. A refund was issued to you in the amount of $742.68 on July 15. Nonetheless, I sincerely apologize if you found our team anything less than helpful or friendly. We appreciate you taking the time to share your experience with us, as this helps us to determine where improvement is needed.

I understand that you are requesting reimbursement for your additional flight expense. I see that you have disputed the flight charge with your bank. We are unable to process a claim during a dispute. You may follow up with us on September 9, for an update.

If you have any other questions or concerns, please let me know.

Sincerely,

Dedrie
Corporate Consumer Relations
Initial Complaint
Date:07/19/2022
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 12th I boarded a flight to *** from ******* and was forced to pay for a carry on bag. A fee of 89 dollars was forcefully imposed before the agent allowed me to board the plane despite my one and only carry on bag fitting all dimensions of a personal item which is included in the fare for free. I shouldnt be forced to pay for a bag that meet all Spirit enforced rules in order to board a plane I paid for a ticket on. With this in mind, being one of very few Asian Americans on this flight I felt targeted and taken advantage of being forced to pay 89 dollars for a carry on while others were not stopped and welcomed to board the plane.
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 truly sorry that you did not have a good experience with us. After careful review, I was unable to locate a flight on June 12, from ******* to ***********. However, I was able to locate a trip from July *****, from ******* to *********** and back, with stops in ***********.

I do see that you were charged for a carry-on bag, on both flights. We're a unique airline. Along with your ticket you're allowed one free personal item (not to exceed 18 x 14 x 8in; including handles and wheels). We strongly believe in paying only for the things you need. Additional options like extra or larger bags, specific seats, and refreshments are an additional small charge. Please keep in mind that bags are cheaper the earlier they are purchased. Please click here for more information.

Please understand that agents are expected to monitor and assess luggage. Per the report from our team, you had multiple items. You were advised to consolidate these items and could not, which is why you were required to pay the carry-on charge.

Aidan, we are a diverse company, and we serve a diverse clientele. We absolutely do not tolerate discriminatory behavior. Please rest assured that this was not the case.

Since you were appropriately charged pursuant to our Contract of Carriage, we're unable to issue a full refund. As a courtesy, I've re-rated your bags to the pre-check-in price and have refunded $46 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
Initial Complaint
Date:07/19/2022
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 4/24/2022 I tried repeatedly to cancel by reservation #ALTG2R with Spirit Airlines due to there being a much better flight alternative without an extended ********* connection. The website continued to freeze up. On 4/25/2022 I arrived at *** and decided for myself and my husband to standby for the better flight. I still continued to try to cancel my reservation with the same website problems. The gate agent at the new gate told us we would have to cancel on the website. Low and behold Spirit showed us as a no show and refused to refund the flight, seats, and bags, none of it. They continually send me emails regarding the contract of carriage. Well I know the rules, I am a former employee of Frontier. I am taking issue with the fact that I could not get into the website at all and obviously they don't even show that I tried. Spirit sent evidence of a no show to my credit card company so they reversed the credit from the dispute. There is just complete rudeness and inability to even partially compromise with a Spirit credit card carrier who always loved this airline and always rode on confirmed tickets that I paid for.
Business Response
Date: 08/15/2022
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.

I've reviewed your trip ALTG2R, and I see that you checked in on April 24. You reached out to us on April 25, regarding modification. The agent advised that you would have to be unchecked in order to make the modification and of the $99 per person cost. You also asked if you could make the modification at the airport, which the agent confirmed. Our records reflect that you opted to leave the reservation as is. I was unable to find that you mentioned cancellation issues during your interaction with our team.

Please note that when a guest does not board a scheduled flight, that flight and all remaining segments are cancelled, and the fare is forfeited. As such, we're unable to honor your request for a refund. I do see that a full reservation credit was issued to you as a courtesy.

Nonetheless,I apologize for any frustration that you experienced with your booking and if you found our team anything less than helpful. Thank you for taking the time to share your experience with us, as this helps us to determine where improvement is needed.

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: 08/15/2022

Complaint: 17589387

I am rejecting this response because: Spirit did give me a courtesy credit for my flights as a customer service response considering that I have always used Spirit and am a Spirit credit card holder.

Sincerely,

***********************
Business Response
Date: 09/07/2022
Hi *******,
We appreciate your continued correspondence through the Better Business Bureau.
I'm happy to see you were able to use your credit and was able to book an upcoming flight.
Initial Complaint
Date:07/19/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 3 round trip tickets from *********, ** to ***********, ** on June 3, 2022 for $1662.81 with travel dates July 6-July 10. I went on the website to cancel the reservation on July 2 because I had COVID. My exchange with the "chat" feature on the website read "Thank you! We have received your request and an email will be sent" within 7 business days once my request was reviewed. When I had not received a response by July 14, I reached out- again trough the "chat" feature- about the status of my refund. I was informed that I did not cancel my reservation because I had not spoken to a live person. However, I have screen shots clearly indicating the July 2 exchange about the cancelation and my refund status. When I shared those with the "live chat" person on the 14th, I was told those did not count because they were not with a "live" person (just automatically generated I guess?). I wrote a complaint to the main office via email. The response I received was their policy on missed flights. We did not miss our flights. I canceled the flights. How was I supposed to know the "chat" feature that clearly stated my request was received did not cancel the flights? According to the "live chat" person on the 14th and three different **************** representatives, including a supervisor, today, we missed our flights and therefore forfeited any refund or credit. This is unacceptable.My reservation/confirmation is NJ19UD.
Business Response
Date: 07/25/2022
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 truly sorry to hear that you were ill. I hope that you are feeling much better.

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 modification charge and non-refundable service charge are deducted, a reservation credit is issued for the remaining amount. Please see below.
https://******************************************/en-US/category/article/KA-01195

I see that you reached out to us on July 2 via online chat. However, you indicated that your flight was affected by a Spirit cancellation and not that you'd like to cancel your flight. Due to this, your flight was not cancelled, and you were marked as a no show. Please note that when a guest does not board a scheduled flight, that flight and all remaining segments are cancelled and the fare is forfeited.

As a courtesy, Ive issued a full reservation credit to you. 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: NJ19UD
Amount: $1,611.54
Expiration: October 23, 2022

See below for more information on how to redeem your credit:
https://******************************************/en-us/category/article/KA-01232

For further consideration of your concerns, please provide documentation regarding your positive COVID results.

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:07/19/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was not allowed to board my return flight from ****** to ******* on 07/13/2022. The flight was scheduled at 8:00 AM ET and I due to certain delay at the rental car shuttle service reached the counter by 7:16 /17. We were all checked in and supposed to drop 2 check in bags and move on to security.The staff didn't ;et me check in my bag and forced me to miss my flight. As I was on a vacation and was on my return flight to home had no choice yet to book another flight and wait the whole day in the airport and finally reached home at 9:35 PM PT. I spend almost $2000.00 (Flight + Food + Cab) but what hurt me most is the health of my kids. I was traveling with my 3 and 10 year old, and my older one has asthma. The next day we as a family crashed and only recovering now. It has been the most inhumane experience I had ever in my flying experience. I have been flying since long and before pandemic was regular flyer on United, Southwest, American etc. I have missed my flights, got to the gate just 2 minute before the departure time but have never been this kind of situation. I solely blame the staff at the ****** airport.
Business Response
Date: 08/17/2022
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 truly sorry to hear that you did not have a good experience with us.

Per our guidelines, guests must be checked-in and have luggage dropped at least 45 minutes before flight departure. Additionally, they must arrive at the gate, at least 15 minutes prior to departure. Guests not in accordance with these guidelines risk losing their flight. To ensure a smooth check-in process, Spirit recommends that guests arrive at least 2 hours prior to departure for domestic flights. Please see the helpful link below for more information.

https://******************************************/en-us/category/article/KA-01182

Our records reflect that you reached a check-in agent at 7:20 AM for a flight that was scheduled to depart at 8:00 AM. Since this was after the cut-off time, the agent was unable to collect your luggage. Please understand that at the cut-off time, the flight will automatically close and our agents are unable to process check-ins or collect luggage.

As you were late, we're unable to reimburse your additional expenses or issue a refund. As a courtesy, we've used the funds from the missed flight to create a 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 ************
Confirmation Code: IKQU6X
Amount: $586.36
Expiration date: October 16, 2022
See below for more information on how to redeem your credit:

https://******************************************/en-us/category/article/KA-01232

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

Complaint: 17586971

I am rejecting this response because:
The argument of the timeline of 45 minutes and 15 minutes doesn't apply as per the *** guidelines.
Second. the very point that I was already checked in and could have directly got to the gate.
The airlines must have re-booked or late checked in my baggage allowing me to proceed with my security check-in.
They even didn't consider the fact that I was traveling with 2 minor passenger - One of my kid is only 3 year old.
It's absolutely inhumane for the airline staff to put me thru' the extreme exposure with 2 kids.
That's another reason of late check in when un-avoidable situation arises. Also I was still on time but there were 2/3 people ahead of my spouse.
If the automated system have worked I wouldn't have gone to this length. The automated system didn't allow me to collect the baggage tags and we have to approach the kiosk / staff.

Sincerely,

***************************
Business Response
Date: 09/07/2022
Hi *******,
I apologize again for the frustration that this experience has caused.
As we discussed, guests must complete the check-in process by the 45 minute cut-off time. As you did not do so, you were unable to board your flight. Please understand that since you did not complete the check-in process on time you were unable to board your scheduled flight. Please understand that it is important for us to adhere to our guidelines, to ensure that all of our guests are treated fairly.
If you have any additional questions or concerns, please let me know.
Customer Answer
Date: 09/07/2022
Again mine was a web check in so the check in was completed the night before.
I was supposed to drop my bags and move to the gate and the airline didn't let me board my flight with my kids.
What's policy you are adhering to? Why didn't you check-in the nags late? And domestic policy is very clear on the cut off time which I was very much in line.
It's a clear violation of my right and a form of discrimination.
Complaint: 17586971

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:07/18/2022
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.
This situation occurred at around 5 in the morning, going through the line everything was running smooth up until I was ready to head to my flight, out of nowhere theyre telling me I have to pay 89 dollars for a small carry on bag, where they told me right before I was getting my flight tickets that they were free, and that they wouldnt charge me. Since the flight was already about to depart, I was about to pay and they had the audacity to say they dont take cash either, which is all I had because im headed to a foreign country. I had to have someone send me **************************** to fly. Spirit is a money grab and dont plan on flying with them again. I need a refund because none of this was specified correctly, and I have an app telling me one thing and several employees telling me another. First and last time ill fly with this company.
Business Response
Date: 07/26/2022
Hi Johan,

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 were caught off-guard by the baggage charge. We're a unique airline, along with your ticket you're allowed one free personal item (not to exceed 18 x 14 x 8in; including handles and wheels). We strongly believe in paying only for the things you need. Additional options like extra or larger bags, specific seats, and refreshments are an additional small charge. Please keep in mind that bags are cheaper the earlier they are purchased. Information regarding our guidelines is readily available online. Please click here for more information.

Please understand that agents are expected to monitor and assess luggage. As your item did not meet the free personal item criteria, the carry-on charge was collected. Further, please note that most of our stations do not accept cash. Please click here for more information on this.

Our optional services are non-refundable, so we are unable to honor your request for a refund. Additionally, I was unable to find that you incorrectly advised by an agent or our app/website. As a courtesy, Ive used the funds from the bag charge to create a 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: KK9VGN
Amount: $89
Expiration: October 24, 2022

See below for more information on how to redeem your credit:
https://******************************************/en-us/category/article/KA-01232

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:07/18/2022
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 received two travel vouchers for $50 each for myself and my child as an apology for an extended delay of a flight on Spirit Airlines on 6/28/22. These vouchers were sent to my email unsolicited. I attempted to use these vouchers today for travel along the same route (exact same departure and arrival airports) I took on 6/28/22. However, after many hours communicating with several customer service agents, I was told that the only option for which I could redeem only $9 of the $50 value of each of the two vouchers for a total of $18 of the $100 value would cost me $40 more than the lowest available fare. This would result in me actually paying $40 extra to redeem $18, which is asinine. It seems Spirit Airlines has devised a system in which their vouchers only apply to select classes of flights which are impossible to ascertain without hours of customer service assistance. These vouchers can also only be redeemed for the value of the base fare. So, if you are lucky enough to find these elusive classes of flights, youll also find that Spirit Airlines has structured their fares, so that the base fare is a nominal portion of their total charges ($9 in my case), which also happen to include passenger usage fees ($50 in my case) which appear to be a cute way to charge customers an actual fare while also derailing them from being able to utilize the travel vouchers they provide. This is psychological warfare and it is greed unchecked. This represents sordid and deceptive business practices. Why even send me travel vouchers if I cannot even benefit from redeeming them?! Therefore, all I am requesting is that the full value of the travel vouchers ($100) be applied to my booking without asinine and egregious red tape.
Business Response
Date: 08/08/2022
Hi Tamielle,

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 delay and trouble that you experienced with voucher redemption.

After careful review, I see that your flight in **** was delayed due to maintenance. We do our best to prevent these delays, but at times they are unavoidable.

As a gesture of goodwill, we issued a $50 Future Travel Voucher to you and Christian. Our vouchers will only cover the flight portion of the base fare. Vouchers will not cover the taxes, fees or optional services. In order to view the amount that your voucher should cover, once you click the drop down arrow next to Flight, your voucher will go towards a portion of the Flight breakdown under the city pairs.

https://******************************************/hc/en-us/articles/202097956-How-do-I-find-and-redeem-my-Future-Travel-Voucher-

There are times when the fare is super low, and the voucher may not cover much. In these instances, you're still getting a great deal on a flight. So, it may be best to save your vouchers for a more expensive fare.

I am unable to override the voucher restrictions. However, as a courtesy, I've added seats 7A and 7B on your upcoming flight. If you prefer different (standard) seat assignments, please let me know.

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:07/18/2022
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.
When picking up our luggage at the Spirit Airlines baggage terminal on May 14, 2022 we saw that our luggage was damaged. We immediately showed the luggage to a Spirit Airlines employee who directed and helped us in filing an incident report for damaged luggage. We were told that we would receive an email and/or text message regarding the claim. We as yet have to hear from Spirit. I have checked on-line to check on the status of our claim. It does show that under my name: ******** and claim code: LASNK01481424 the status of the claim is listed as Open. It has been over two Months with no word at all from Spirit. I have called corporate and left a message again with no response. On one occasions after waiting on hold in the queue for over twenty minutes, I was directed to a voicemail that stated it was full and unable to leave a message. The the call went dead.I am enclosing a picture of our luggage tag, our receipt showing the purchase of a replacement bag at the Air Force BX and the damaged luggage. Please help resolve this issue.
Business Response
Date: 08/15/2022
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 truly sorry to hear that your luggage was mishandled and for the frustration that this experience caused. In these instances, a Spirit Airlines representative must be notified and a report must be filed within four (4) hours of arrival of the flight on which the guest traveled (unless applicable law or treaty provides for a longer period of time). Further, a claim must be filed within 30 days of arrival. Please see sections 7.3.5, 7.3.8, and 7.3.9 of our Contract of Carriage.

I do see that you filed a report. Our records reflect that you were advised to fill out the claim form on 6/14 and 6/28. I was unable to find that you have completed the claim form. Please click here for more information on the claim process.

We sincerely apologize if you found our team anything less than helpful. As a gesture of goodwill, I've created a $50 Future Travel Voucher 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 ************.

For information on how to redeem your voucher, click here.
****
45023181174700001
Amount: $50
Expiration: November 12, 2022

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:07/17/2022
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.
In April I booked a flight with spirit airlines for July 21 2022 to July 25 2022.I have tested positive for monkey pox and Covid 19 I cant travel I called July 17 2022 to cancel flight I was told I cant get my money back
Business Response
Date: 08/15/2022
Hi ****,

My name is ****** and I'm the BBB Correspondent for Spirit Airlines. We appreciate your patience while we reviewed your concerns.

I'm truly sorry to hear that you were ill. I hope that you are feeling much better.

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

After careful review, I've found that you reached out to us twice July ******************************************************** your family. Since you did not contact us within 24 hours of booking, you were not eligible for a refund. As a courtesy, a full reservation credit was offered, which you declined.

I understand that you are unable to travel due to illness. For further assistance, please provide medical documentation for review.

As a gesture of goodwill, I've created a full reservation credit to you. 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: SF31KP
Amount: $421.18
Expiration: November 12, 2022

See below for more information on how to redeem your credit:
https://******************************************/en-us/category/article/KA-01232

Additionally, I am also very sorry for your loss. Our thoughts are with you and your family. We hope to hear from you soon.

If you have any other questions or concerns, please let me know.

Sincerely,

Dedrie
Corporate Consumer Relations

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Spirit Airlines is NOT a BBB Accredited Business.