Complaints

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

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• 

  Spirit Airlines

  2800 Executive Way Miramar, FL 33025-6542

• 

  Spirit Airlines

  Detroit Metropolitan Waye County Airport Romulus, MI 48242

• 

  Spirit Airlines

  5757 Wayne Newton Blvd Las Vegas, NV 89111-8037

• 

  Spirit Airlines

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

• 

  Spirit Airlines

  5300 Riverside Dr Concourse B Cleveland, OH 44135

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/15/2022

  Type:Order 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.

  Flight was cancelled with no notification. Woke up and drove to airport at 5 am in the morning. Found out when we got there that Spirit had cancelled the flight and booked us on another flight the next night. This is way over a 24 hour flight delay. At that point, our hotel that night was nonrefundable, had nonrefundable spa treatments and nonrefundable restaurant reservation. Also had concert tickets. Loosing about $1,200 in entertainment/lodging and obviously the airfare. Even with nonrefundable tickets, this is unacceptable. I expect compensation, as we were given no warning, were not able to get on another flight that day and new flight was booked the next day without our knowledge.

  Business Response

  Date: 07/25/2022

  Hi June,
   
  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. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations. 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 you mentioned, you were proactively rebooked on the next available flight for the following day. As this flight did not suit you, a refund was issued to the card on file.
  
  Regrettably, we are unable to honor your request for monetary compensation, as we do not cover prepaid expenses. Further, we do not cover expenses incurred as a result of an uncontrollable circumstance. Nonetheless, I do apologize that we were unable to provide a more advance notice of the cancelation. Please understand that circumstances can change from one moment to the next. 
  
  We'd love it if you gave us another chance, so I've created a $100 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 ************.
   
  June - 44785961787400001
  **** - 44785957204200001
  
  Amount: $100 each
  Expiration date: October 22, 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 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:07/13/2022

  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 purchased seats on a Spirit flight for the price of $133 for 2 seats on Jun 29, 2022. After checking out, I noticed my credit card was charged $165. I reached out to Spirit to give them a chance to fix the mistake, but they asked me to show a screenshot of the screen before I checked out, which obviously is impossible to go back in time to do. Though it's only $32, I want to make sure Spirit can't get away with stealing my money, and that this is documented for future customers to know.

  Business Response

  Date: 07/27/2022

  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 hear that you were charged incorrectly. I've confirmed with our IT Department that we did experience an IT issue that day. 
  
  I am happy to see that you were assisted by one of our Corporate Specialists, who issued a refund of $33 for the difference to the card on file
  
  Thank you again 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: 07/28/2022

   
  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:07/12/2022

  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.

  Spirit airlines canceled my flight to *************** last October just 4 weeks before on Sep 2nd and I incurred lot of charges canceling the hotel etc. Spirit issued me a reservation credit against my reservation credit with my confirmation code RGRRGG with a December 2021 expiry date for $365. I made it clear to the reservation agent that I won't be able to do this trip until this year in October 2022 due to my work commitments but I was assured that they would extend my credit when it expires as their system would not allow them to issue expiry beyond that. I tried to make a booking earlier this week for October travel to *************** (PVR) and found out that the credit was expired. I contacted Spirit by email and they said they cannot extend the credit expiry.

  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 sorry for the difficulty that you experienced with redeeming your reservation credit.
  
  After careful review, I've located your reservation RGRRGG. I see that it was affected by a schedule adjustment.  There are times when we must 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 recieved a partial refund. Since a portion of your reservation was also purchased with a reservation credit, you were not eligible for a full refund and this portion was reissued to you as a credit. 
  
  I see that your credit was extended on January 27. As a courtesy, I've extended your credit a final time. Please note that you do not have to travel by the expiration date, just book by then. 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: RGRRGG
  Amount:$363.60
  Expiration:October 22, 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: 07/29/2022

   
  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. I really appreciate your help!!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/12/2022

  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.

  Attached all the reservation information needed for Spirit to make things right. Due to an accident at the airport where another spirit plane hit my mother's plane while parking. My mother's flight was delayed which resulted in her missing her last flight to the ******************. Spirit ended up changing airports once in ******* and ended up sending my mother via taxi to the nearest airport. (Note my mother used Wheelchair accommodation) My mother is older and long flights "kill her". Spirit made the relatively long flight longer yet. 6am to 10PM or something similar Spirit has given me the following case IDs: NK:004371400261, NK:014170001704.My mother has not been compensated for her experience. In fact, she was asked to pay American Airlines for a checked bag after having paid Spirit for a checked back already. Spirit replied to me months after my original contact via a contact form as instructed but closed my case within a few days of me missing the email. I have been stuck in a loop since then.I have already provided Spirit with the receipt for the extra expenses. Today a supervisor gave me a case number: CAS-*******-H6F7Q4 Supervisor - ******) and said he will call me back within 30 minutes. I will wait for this call and update if needed.

  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 that Angustia did not have a good experience with us. As you mentioned, her flight from ******* to *************** was delayed due to aircraft damage. We do our best to prevent these delays, but at times they are unavoidable.
  
  Regrettably, the delay caused her to miss her connecting flight. In these cases, we'd rebook guests on the next available flight or issue a refund of the affected segment. I see that she was rebooked via American Airlines. 
  
  I understand that she had to purchase luggage with American Airlines. We are unable to cover optional services with another airline. Typically, we would refund our optional services for that specific flight. Since Angustia's flight was purchased with a credit, she was not eligible for a refund, but the credit was reissued to her on June 4. As a courtesy, we can cancel the credit and issue a refund of $119.54 to the card ending in ****. Please let me know if this works for you.
  
  I sincerely apologize if you found our team anything less than helpful or responsive. 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: 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.

  it is crazy that it took this type of escalation for a 40-60$ refund. But I do accept the 100ish refund to the card referenced.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/12/2022

  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 booked a spirit flight through Kiwi.com and spirit changed my flight time to 6 hours earlier than the original flight, which did not work for me as I had a wedding to attend. Kiwi said I needed to contact spirit directly, which I did. I called customer service and my call would not be accepted because my flight was not in less than 48 hours. I was told to send an email. So, I sent an email and... no one ever responded. I was forced to miss part of the wedding that I had booked the flight to attend. On top of that, when I arrived at the airport to take my flight, not only was it 6 hours earlier, it turned out to also be much longer and have a layover added in as well. I was not offered any apology for this, nor any compensation, not even a drink or meal voucher.

  Business Response

  Date: 07/21/2022

  Hi *******,
   
  My name is ****** and I'm the BBB Correspondent for Spirit Airlines. We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  After careful review, I see that your recent 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. We understand that this may have a significant impact on your travel schedule, and for this, we deeply apologize.
   
  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 keep your rescheduled flight.
  
  Further,I was unable to find that you sent us an email regarding the adjustment.Nonetheless, we sincerely apologize that you were unable to address your concerns prior to your trip.
  
  We do not provide meal vouchers or other accommodations when these adjustments occur. However, 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 ************.
   
  Guest name: *******
  Voucher code: 44747325810500001
  Expiration date: October 17, 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:07/12/2022

  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.

  May 4 purchased a trip with cheap Carribean.com and Spirit Airlines specifically purchased flights with no layovers at the higher price than a layover trip.Im never made aware from May to July trip changed to a lay over flight.Cheap carribean actually sends emails up until June which I can forward that says its a straight through flight.I call to purchase my bags from Spirit thats when Im told that one cheap Carribean have me a fraudulent confirmation number when they updated me in June and Spirit even though the lay over trip is cheaper today than the straight through trip I paid for in May they are refusing to reimburse me the difference.They both committed fraud and feel as if its ok.The options given to me would rewuire me to cancel my trip since now International flights are 3 times the price they were when I purchased in May.Both companies have committed fraud and Iam aware of 2 other people that are having the same issue with both companies.The fake airline confirmation number is definitely fraud.So In looking for reimbursement from one or both for my vacation. Im sending screenshots but it might be better to give me opportunity to torward the emails

  Business Response

  Date: 07/21/2022

  Hi ****,
   
  My name is ******, and I'm the BBB Correspondent for Spirit Airlines. We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  After careful review, I've found 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. We understand that this may have a significant impact on your travel schedule, and for this, we deeply apologize.
   
  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 have opted to keep your rescheduled flight.
  
  I understand that you found a lower rate for your trip. Regrettably, we are unable to honor your request for a fare adjustment. Please keep in mind that our fares are subject to change and are not guaranteed until purchased. We dont issue a refund if a lower fare becomes available, just like we will not charge more if the fare increases.
  
  Further,as you mentioned, your trip was purchased through a third party travel agency. It appears that they provided you with a record locater number that is associated with your trip in their system. You also have a confirmation code (UY4NKB) from Spirit which is associated with your flight in our system. Further, please keep in mind that we are separate entities, each responsible for the services provided. If the travel agency did not provide your spirit confirmation code,please address these concerns with them directly.
  
  As a gesture of goodwill, I've created a $75 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 ************.
  
  Vyra ********************* -  44747238817500001
  ************************* -  44747246462600001
  
  Amount:$75 each
  Expiration:October 17, 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
  

  Customer Answer

  Date: 07/25/2022

   
  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:07/11/2022

  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 business has made it impossible to cancel their *********** membership on their website. I have tried cancelling according to their instructions on different browsers and different computers. I am told each time I try to cancel that I will receive a confirmation email that my membership is cancelled within 24 hours. Each time, that does not happen and, when I log back on, my membership is still active. I emailed customer service about this issue, requesting that they cancel manually. The first person to respond (****) asked me to verify my membership on 7/5 at 7pm. I provided the requested information 3 minutes later. She then emailed me on 7/6 at 9am offering some sort of deal if I did not cancel. Nine minutes later, I responded, declining the offer an reiterating my desire to cancel. On 7/10 at 12:21am, I received an email from a second person ******** requesting the same information as ****** email. I provided it at 1:30pm on 7/11 and requested to cancel. At 8:04pm on 7/11, I receive an email from ****** offering me the same deal as ****, which I previously rejected, then declining to cancel with the following language, "As part of the terms and conditions, you agreed that the membership fee is non-refundable and is auto-renewed yearly." ****** then proceeded to direct me to the website with the instructions to follow the same procedure that has not been working and is the reason I contacted customer service in the first place. I have NEVER requested a refund of this year's membership fee. I have only requested to cancel my membership before the auto-renewal date on 7/23. I can find nowhere in the terms where I agreed to perpetual renewal of my membership. I just want to cancel without further harassment and delay. If this is not addressed before 7/23 and I am charged for renewal, I would like to be reimbursed for that renewal fee as I have acted with due diligence to cancel, and only delay/obfuscation by Spirit employees would have caused the renewal

  Business Response

  Date: 07/21/2022

  Hi ****,
   
  My name is ****** and I'm the BBB Correspondent for Spirit Airlines. We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I'm sorry for any difficulty that you experienced with cancelling the Spirit Saver$membership. I am happy to see that you cancelled it online on July 21. You will not be charged for another year.
  
  ****,I sincerely apologize if you found our team unhelpful and inattentive to your concerns. We appreciate you 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
  

• Initial Complaint

  Date:07/11/2022

  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 paid for a checked bag for the return flight on 9/29/22 (reservation YB735L) because the pre-paid bag didn't show at the time of check-in. If I accidentally paid for an Overweight baggage when I checked in, I was not aware of that and it was a mistake. I figured I deal with the duplicate payment for a checked bag later, but now Spirit insists that they don't give an refunds, although this was a duplicate payment for the same service.Again - I prepaid for the bag for the return flight and I paid again $50 at the time of check-in because the paid bag didn't show on the reservation.We pre-paid $98 ($49 each way) for a check-in bag. It was overweight on the way from ******* to ************** and we had to pay additional $50 at the airport.So we bought a duffle bag to reduce the weight of the check-in bag to 40 lb and then I didn't see the checked bag on my itinerary, so I paid again for a checked bag. On top of all that I ended up having to pay $89 for the duffle bag because it exceeded the dimensions for a personal item on the way back.

  Business Response

  Date: 07/21/2022

  Hi ********,
   
  My name is ****** and I'm the BBB Correspondent for Spirit Airlines. We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I'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. Ive included a helpful link for more information.
  
  our agents are expected to monitor and assess luggage. Since your item exceeded the free personal item criteria, the carry-on charge was collected. 
  
  Further, please note that the weight limit for checked baggage is 40 pounds. Anything heavier will incur an additional charge. As you mentioned,you added the $50 overweight charge on your return flight. As we are unable to verify the weight of your bag, I cannot issue a refund. Further, our optional services are non-refundable.
  
  As a gesture of goodwill, I've used the funds from the overweight 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: YB735L
  Amount:$50
  Expiration:October 17, 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:07/11/2022

  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 booked a flight with spirit airlines in April, on the 21st day of 2022.My daughter who is a minor child and one of the occupants of the three seats I purchased no had covid and can not travel. I purchased the ticket insurance and now spirit is saying theyre not going to issue a refund. The ticket insurance is a major scam and someone needs to do something about how they treat hard working people who can barely afford airfare nowadays. Their customer service is incredibly rude, and disinterested in helping refund customers. Im at a total loss for a ticket I paid extra for in the even this happened.

  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 sorry to hear that Braylynn was ill. I hope that she is 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 click here for more information. 
  
  As a courtesy, the cancellation charges were waived for Braylynn's flight, and a full reservation credit was issued to her. I see that you were able to apply the credit towards your booking, which is great.
  
  Regarding your insurance, I was unable to find that you purchased insurance through us. I see that your reservation was made through Expedia. As we are separate entities, each responsible for the services provided, please contact Expedia or your travel insurance company directly for assistance.
  
  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:07/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Spring 2021 I purchased a plane ticket for my niece ******************************* on Spirit Air. She changed her flight to a new date. Spirit facilitated the request by canceling original flight and issuing a credit, and using this credit (which was never requested) to book the new flight. Problem is Spirit canceled the new flight in April 2021. My niece could not rebook in the time frame Spirit provided and when seeking a refund, Spirit denied the refund stating that the ticket was purchased with a "Credit" when really the oriinginal flight was purchased through my Well Fargo account. The trail is 100% provable. Unfortuantely my husband was fighting cancer and this valid claim was rejected becuase I couldn't send the email proving Spirit had canceled the flight. I don't rebuke Spirit Air's right to cancel flight as they deem necessary. But they should return my $241.95, as no travel or benefit was provided, and this was not with some random "Credit" this was bought with my money.

  Business Response

  Date: 07/21/2022

  Hi **** ***,
   
  My name is ****** and I'm the BBB Correspondent for Spirit Airlines. We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I'm truly sorry for the trouble that you experienced with *********** credit.
  
  As you mentioned, her reservation IF7PFW, 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. 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. As the flight was purchased with a reservation credit, the reservation was not eligible for a refund.
  
  Upon cancellation, the reservation credit was reissued to ********** I see that it was initially valid for 60 days, however, it was ultimately extended through 2021. 
  
  Ive found that you were assisted via social media. As a courtesy, an extension was provided on July 13. The credit will expire on October 9, 2022. Please note that ********* does not have to travel by the expiration date, just book by then. We look forward to her next trip.
  
  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