Business Profile

Airlines

Spirit Airlines

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,303 total complaints in the last 3 years.
1,041 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:07/17/2022
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.
on 06-05-2022 I paid $204.00 for 2check bag and 1 carry-on bag as soon as I purchased agent told me that they will not send my bag to the plane saying I'm behind boarding time. the ticked clearly shows that I paid 4:34am and the boarding start at 4:35.I ask then why he charge me a baggage fee if she not taking it anyway? didn't give me a answer.I ask if I can get the statement showing I was check-in and paid for baggage and refused to send me baggage and refused to boarding? she said I need to reschedule for another date.and cost me another $400 since I'm party of 4, my family member.as soon I paid for $400 for statement she said There'e no statement and only thing I'm getting is next day's ticket. I said I need to flight today. she threaten and said she will call security.so all for all I was not able to get the flight,charged for baggage fee $204.00 $400 for statemet fee(chich was never provided)all flight ticket $753.12 and baggage $204 statement fee$400 was took out from my creditcard and never step my feet in airplane.2 hours later they announced the plane I was booked delay for 2hour 19mins and still refuse to get us on board.horrible story, but someone need to step up I have all the document that proof the truth.
Business Response
Date: 08/08/2022
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 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 the originally scheduled 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

I see that you originally utilized the kiosk to check-in at 4:34 AM for a flight that departed at 5:20 AM. As you were on time, the kiosk printed your boarding passes, and you were able to purchase luggage. Regrettably, you reached an agent after the cut-off time, and they were unable to collect your luggage.

I understand that your flight was delayed. Please keep in mind that delays are estimated. A flight can leave anywhere between the originally scheduled departure time and the estimated departure time. We do advise guests to arrive at least 2 hours prior to the original departure time in these instances, as we never want anyone to miss their flight. Guests are expected to check-in on time for their original departure and wait by the gate for any updates.

Lily, I want to sincerely apologize if you found our team anything less than helpful or friendly. I've shared your concerns with our Management Team for further internal review. Thank you for taking the time to share your experience with us, as this helps us to determine where improvement is needed.

When a guest is late, they may rebook on the next available flight for $99 per person. I see that you paid the rebooking charge but did not board your scheduled flight. As our fares are non-refundable, we're unable to issue a refund further, I see that you disputed the flight charges with your bank. We are unable to make changes once a dispute has been filed. Please follow up with us on August 13, for an update.

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: 08/08/2022

Complaint: 17579976

I am rejecting this response because:

the chage $99/ticket is what the agent told me that You need to make a payment in order to get statement showing the spirits airline refuse to boarding.
So the $396is what they told me to get the statement.
By the time I paid $396 I already had another flight from southwest. So the $396 is NOT what I paid for reschedule. I paid it to get the statement. Later on they not give me a statement and call the security on me.

Sincerely,

*******
Business Response
Date: 08/31/2022
Hi ****,

We appreciate your continued correspondence through the Better Business Bureau.

As I have fully researched your concerns, and reviewed our Contract of Carriage, I'm afraid I'm unable to alter the position provided.
Customer Answer
Date: 08/31/2022

Complaint: 17579976

I am rejecting this response because:
you do not believe that I have all the proof of bs that agent gave ** on the airport

Sincerely,

*******
Initial Complaint
Date:07/16/2022
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 tickets from ******* (***) to ******* (***) leaving sept 1st returning sept 6th. ref# xi5sfw at 10:41 am on july 16, 2022. I was informed that I had 24 hours to cancel for a full refund. I found a cheaper flight and called to get a refund at 9:30 pm on july, 16, 2022 and was told that I could get a full refund. Asked to speak with a supervisor multiple times and call was just disconnect by multiple people.
Business Response
Date: 07/26/2022
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.

After careful review, I see that you did attempt to cancel your outbound flight within 24 hours of booking. You were approved for a refund. However, I see that there was a discrepancy with the amount to be refunded. I'm truly sorry for this.

If you'd like to proceed, we can cancel your outbound flight and refund $135.20 to the card on file. Alternatively, if you prefer to cancel your trip and receive a full refund, I can process this as well. Please let me know how you'd like to proceed.

******, I sincerely apologize if you found our team anything less than helpful or friendly. I've shared your concerns with our ************************* Team for further internal review. Thank you for sharing your experience with us.

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: 07/26/2022

Complaint: 17578502

I am rejecting this response because:
The flight I was booking with another airline leaving out 3 hours earlier at a cheaper price has already been fully booked. I need to take the flight i already booked with spirit now. It is unavailable for the type of treatment i recieved especially as a share holder with spirit.

Sincerely,

*****************************
************
Business Response
Date: 08/05/2022
Hi ******,

We appreciate your continued correspondence through the Better Business Bureau.

I sincerely apologize for the trouble that you experienced with your booking. Per your request, no changes have been made.

As a gesture of goodwill, I've created a $25 Future Travel Voucher for each of 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 ************.

Hallel - 44887324235200001
****** - 44887332658600001

Amount: $25 each
Expiration: November 1, 2022

For information on how to redeem your voucher, click here.
https://******************************************/hc/en-us/articles/202097956-How-do-I-find-and-redeem-my-Future-Travel-Voucher-

If you have any concerns regarding any other issue, I'm here for you.

Sincerely,

Dedrie
Corporate Consumer Relations
Initial Complaint
Date:07/16/2022
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 22, 2022 I had a flight leaving from ******* ***** to ******** ****************** with me and my husband. I paid for extra baggage for $44 the flight was delayed two or three times and finally the flight was canceled I got a full refund for my flight but never got my baggage. This was not my choice as spirit airlines did cancel my flight.
Business Response
Date: 07/26/2022
Hi Bianca,

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 that you did not have a good experience with us. Our records reflect that your flight was cancelled due to inclement weather along the travel route. Air Traffic Control (ATC) ensures the safe operation of all aircrafts flying at any given time. When there is inclement weather, ATC makes sure that there is enough safe space between aircrafts. Delays and cancellations may occur due to the limited airspace during these times. We do our best to prevent these cancellations, but at times they are unavoidable.

In these cases, we'd rebook guests on the next available flight or issue a refund of the affected segment. As we did not have another flight that worked for you, a full refund of $535.16 was issued for your flight to the card ending in ****, and a refund of $44 for your bag was issued to the card ending in **** on June 22. I suggest following up with your ban for further assistance.

As a gesture of goodwill, our team issued a $50 Future Travel Voucher to each of you. I've also issued an additional $100 Future Travel Voucher. 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 ************.

Bianca - 44790881303500001
****** - 44790898170600001

Amount:$100 each
Expiration:October 23, 2022

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

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:07/16/2022
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 purchased 2 tickets with spirit for $140 roughly. Spirit delayed our flights and then cancelled the flights after we waited 4-5 hours. Then said all they could do was rebook but it would be for 4 days later. Or we could get a refund but it would take **** business days. We were stuck in another state and had to purchase new flights with another airline. They didnt cover our hotel stay, our flight, or anything. No voucher for our trouble. They should be shut completely down.
Business Response
Date: 07/26/2022
Hi Myleshia,

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 that you did not have a good experience with us. I see that you have been assisted by our Guest Relations Team. As you were advised, our records reflect that your flight was cancelled due to inclement weather along the travel route. Air Traffic Control (ATC) ensures the safe operation of all aircrafts flying at any given time. When there is inclement weather, ATC makes sure that there is enough safe space between aircrafts. Delays and cancellations may occur due to the limited airspace during these times. We do our best to prevent these cancellations, but at times they are unavoidable.

In these cases, we'd rebook guests on the next available flight or issue a refund of the affected segment. As the next available flight did not work for you, a refund was issued to the card on file.

Since your flight was affected by circumstances beyond our control, we're unable to honor your request for reimbursement. Additionally, we do not provide accommodations in these instances.

I see that the station issued a $50 Future Travel Voucher to each of you. As a gesture of goodwill, I've created an additional $100 Future Travel Voucher to each of 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 ************.

Myleshia - 44790792342500001
Mario - 44790781084500001

Amount: $100 each
Expiration: October 23, 2022

For information on how to redeem your voucher, click here.
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:07/16/2022
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 13th I bought airplane tickets from spirit to fly to *** the plane ticket was a last-minute buy and it was 10:13 am to fly the same day at 11:47 am. When I arrived at the terminal spirit was charging 75 dollars for my carry-on and 100 dollars to check in my luggage. Which would cost me 175 when my flight is 77 dollars. I just tried to cancel with the gate agent to get a refund they advised me that they couldn't and that it can only be done over the phone. I called spirit on 11:30 am to get my refund and they didn't give me a refund for a ticket that was bought about an hour ago. They gave me 55 dollars flight credit charging me 20 dollars. I believe this company is unethical and they bait and switch their customers. They lure customers with low fares and then charge their customers extremely high prices at the gate for their luggage and a doesn't offer refunds so that customers are backed into a corner to pay extremely high prices on luggage.
Business Response
Date: 07/26/2022
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.

We offer a unique service, along with your ticket you're allowed one free personal item (not to exceed 18 x 14 x 8in; including handles and wheels). We believe in paying only for the options you need. So additional bags will incur an additional charge. Please keep in mind that bags are cheaper the earlier they are purchased. We never want to catch anyone off-guard. Information regarding the services we offer is readily available online. Ive included a helpful link for more information.

As you mentioned, you opted to cancel your trip. 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

While you cancelled your flight within 24 hours of booking, your flight was scheduled to depart within 7 days. As such, you were not eligible for a refund. Instead, the cancellation charge waived, only the non-refundable service charge was retained, and a partial reservation credit was issued.

As a one time courtesy, I've cancelled the credit and have refunded $77.59 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:07/16/2022
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.
I wanted a refund for my flight I canceled 20 days early because of Covid. I asked for a refund and could not get it. Only a credit until September , in which I cannot travel by that date. Over $1,000 gone to waste due my credit expiring. I spoke to 3 supervisor and submitted an inquiry to Corporate. Same answers. I just wanted a full refund for canceling my fight due to a valid reason. They said they can credit the canceling charges thats all. You can charge the cancellation fees, I just wanted to be refunded for my flight that I cannot take and not waste all that money. Please help
Business Response
Date: 07/26/2022
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 were unable to travel with us. 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 charges 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

Due to the circumstances, the modification charges and non-refundable service charge was waived, and a full reservation credit was issued to you. As our fares are non-refundable, we're unable to honor your request for a refund.

Please note that you do not have to travel by the expiration date, just book by then.Further, we can offer a one time courtesy extension. Please reach out to us after the expiration date but within 6 months of expiration. Your credit will be extended 90 days from the date your request is processed.

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: 07/26/2022

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,

T ********
Initial Complaint
Date:07/15/2022
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 tried to cancel my flight within 24 hours of booking, but Spirit representative said they can offer only flight credit with some penalties applied.The 24-hour reservation requirement is mandated by the ********** of Transportations consumer rule Enhancing Airline Passenger Protections (14 CFR 259.5(b)(4), 76 Fed. Reg. *****, *****, Apr. 25, 2011) and applies to all reservations made seven days or more prior to the flights scheduled departure time.I tried to explain this rule to customer service rep but he said ********************'s policy overrides ****************************'s mandate.I demand my full flight refund
Business Response
Date: 07/26/2022
Hi Zadarbek,

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 of the trouble that you experienced with cancellation.

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 charges 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 understand that you requested to cancel your flight within 24 hours of booking.However, as the flight was scheduled to depart within 7 days, you were not eligible for a refund. Instead, only the non-refundable service charge was collected, and you recieved a credit for $260.20. I see that you applied this credit to another booking and completed travel.

As a courtesy, I've waived the non-refundable service charge and have issued an additional 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: VII9JG
Amount:$45.98
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:07/15/2022
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.
booked a flight to ******. Jan 17 back on the 21st. Paid for the flight. Saw an email on Thursday that our flight was leaving that day. We were not to fly back until the next day. We were on vacation. Went to the airport, to the spirit desk. Of course we were told our flight left yesterday. We had to find another airline that was flying back to ********** and of course PAY for another flight. Spirit did give a credit till April. We are not flying anywhere so of course we did not use it. So they refuse to give any kind of refund. Spirit got their money from me, but refuse a refund
Business Response
Date: 07/26/2022
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 of the trouble that you experienced with your booking.

After careful review, I've located your reservation SEPZWP which 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. I see that multiple notification emails were sent to you in November regarding the adjustment.

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 Ive found that a reservation credit was issued for the cancelled flight. Please note that since your trip was purchased with a credit, you are not eligible for a refund.

I see that your credit has been extended for another 90 days, as a one time courtesy. 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: SEPZWP
Amount: $312.30
Expiration: October 6, 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:07/15/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a free spirit Mastercard holder, I earn spirit miles through my transactions. These miles are housed and redeemed through spirit.com. On July 8th 2022 my spirit account was hacked into. The person who hacked into my account fraudulently added themselves to my credit card rewards program and transferred ****** points off of my account to theirs (approx. $600). They then booked a flight from ******* to ATL. Once I found out what happened I recovered my account, and took screenshots of everything. I called spirit customer service three times and all times they told me that they could not help me and I needed to email the "back office" using their complaint system on their website. I filed two complaints on the website explaining what happened and attaching all of the screenshots I took outlining the fraud that happened. The email response I get back from Spirit is a generic email linking to a faq page about how their points system works. There is no path for recourse and no accountability on spirits end. There is no customer service available at ********************** where they are able or willing to assist their credit card holders who have been victims of fraud. Attaching the screenshots I have provided to spirit on more than one occasion.Screenshot 1: "Hugo * free spirit #*********" this is the person who fraudulently added themselves to my account and stole my rewards points.Screenshot 2: Shows flight from ******* to ATL confirmation #BN8QMR, which was fraudulently booked from my account using my rewards points.Screenshot 3: Shows the full name and address of the card used to fraudulently book this flight from my account.Its insane to me that spirit.com has no two factor authentication on their website to prevent someone from stealing your information so easily, and its absolutely ridiculous that they can operate a credit card rewards program with literally ZERO customer support for fraud cases.
Business Response
Date: 07/26/2022
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 wanted to let you know that were in the process of investigating your concerns and we appreciate you reaching out to us.

We will be in touch with you soon.

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

Sincerely,

Dedrie
Corporate Consumer Relations
Initial Complaint
Date:07/15/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased three airline tickets with Spirit Airlines on July 5th from *** to *** for a trip planned in early December. One of the three people is no longer able to go, so I wanted to cancel the ticket and put it in someone else's name. While the ticket had a no-refund policy, which I can completely understand and did not request, I was told that a credit for "future travel" would be issued, minus a fee of about $20. ******** the person I chatted with on Spirit Airlines 24/7 chat, (after spending about twenty minutes on the phone beforehand with a Spirit Airlines representative who couldn't help and told me to get assistance through the on-line chat), told me at first only the person whose name was on the original ticket would get credit for a future "flight or luggage", even though I paid for that person's ticket. She then said the credit could be used by the person whose name was on the original ticket or one of the other three travelers for the two other tickets purchased. I asked if I could just change the name on the ticket of the one passenger who is no longer able to go, so that the person who is no longer able to go could be replaced with another person I know who would be able to go. Spirit Airlines said the credit would only be put in the name of the person who is no longer able to go. After literally spending about two hours in an on-line chat with the Spirit Airlines representative, she told me she couldn't help me due to "communication barriers", and she told me to call the number, which was the same number I called before that over-the-phone representative told me to contact someone via on-line chat. So instead of being able to swap names to a friend who can replace the other, I was assigned a credit of less value than the original purchase price ($78.60 instead of $101.59) that can't be used for its intended purpose, yet Spirit Airlines will presumably still sell that same seat, which will be between my friend and I who are still going.
Business Response
Date: 08/05/2022
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 caught off-guard by our cancellation guidelines.

As you were advised, our fares are non-transferable. Further, 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 non-refundable service charge is deducted along with the cancellation charges a reservation credit is issued for the remaining amount. Please see below.

https://******************************************/en-US/category/article/KA-01195

Upon cancellation, ***** was divided from the original booking and placed onto a separate reservation. Since the flight was scheduled to depart in more than 60 days, the cancellation charge was not collected. However, the non-refundable service charge was still deducted, and ***** recieved a reservation credit for $78.60. Credits may only be used by the guest(s) listed on the booking. Since you purchased the flight, you are also eligible to use the credit.

*******,I sincerely apologize if you found our team anything less than helpful. I've shared your concerns with our Management Team for further internal review.

We are unable to transfer the reservation credit to another guest. However, as a courtesy, I've waived the non-refundable service charge and have issued a reservation credit to *****/you. Please see below.

The 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: RCGJXY
Amount:$22.99
Expiration:November 1, 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

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