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, Inc

  3400 E Sky Harbor Blvd Terminal 2 Phoenix, AZ 85034

• 

  Spirit Airlines

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

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:07/11/2022

  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 was recently married with my honeymoon set for a resort in *******. We had booked this trip 6+ months prior. Little did I know, on 5/14/22 my husband and I would be spending 18+ hours in multiple airports and arriving a day late to our destination because of Spirit. To start, we arrive at *** to catch our flight. Getting through the airport is fine. We get our our flight with Spirit, we sit for 30mins at the gate. We start moving. The captain goes back to the gate for a repair, we get off the plane. Spirit says there will be an hour delay. This delay became 6 hours, then they finally cancel the flight! Six hours! We could have caught a different flight that day. At that point none were available. Spirit then gets us a new flight to ******* after about two more hours. We will have to lay-over there for the night then catch a flight to *********** the next day. We weren't happy, but we took it. Spirit said they would give a hotel voucher to us for ******* for our overnight layover. We then realized later they gave us a hotel voucher for *********. At this point we are in ***************, were exaughsted, it's been 14 hours, and it has been miserable. We called Spirit customer service at least 5 times with the promise of a new hotel voucher. After two more hours and many phone calls, we never got that hotel voucher. At this point it was like 2am, so we finally just bought a hotel room ourselves since Spirit seemed they would never follow through. And they didn't. The next morning they had sent us another hotel voucher for *********. What a joke. We did finally get to our destination on a Southwest flight Spirit put us on. But we lost a whole day of our honeymoon, time, sleep, and the cost of a hotel room we had no intent to buy. I filed a complaint with Spirit directly, they only want to give us flight credit. They won't even pay for the hotel room they promised us. We want our money back for the hotel room Spirit! Really we should be refunded in full.

  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 that you did not have a good experience with us. Our records reflect that your flight was cancelled due to maintenance. We do our best to prevent these cancellations, but at times they are unavoidable as the safety of our guests and crew comes first.
  
  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 rebooked with Southwest. I am happy to see that you boarded this flight and arrived safely.
  
  We are unable to issue a flight refund, as travel was completed. However, we may be able to cover your hotel expense as requested. I see that submitted your hotel reciept to us directly. Please also confirm your mailing address, so I can submit your claim.
  
  *****, I sincerely apologize if you found our team anything less than helpful during this situation. We appreciate you taking the time to share your experience with us, as this helps us to determine where improvement is needed.
  
  As you mentioned, we issued Future Travel Vouchers to you. Despite your experience, we hope that youll use your vouchers to give us another chance. We look forward to providing the enjoyable experience that you deserve.
  
  We'd also like to congratulate you and ****** We wish you both many years of happiness together. 
  
  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.

  My wife and I flew on Spirit Airlines out of *********************************************************************************** on July 12, 2022. Our flight was a direct flight to *********, ** flight NK-****. After my wife and I checked our three suitcases, and while in the possession of Spirit Airlines personal, someone went through one of our suitcases, removing three internal bags that had after last count, over 50 personal items (prescription glasses, contact lenses, vitamins, etc.,) totaling approximately $1000. Another bag inside the suitcase was opened and dumped out in the suitcase but nothing appeared to be missing. It wasn't until several hours later that we discovered the items were missing when we got to our hotel and started unpacking. I have spent several days getting the run around from Spirit Airlines horrendous customer service department and have not been able to file a claim. I have attempted to file a claim and even spoken with 4 different people and no one is even willing to attempt to help us get the claim filed. Reaching out to the BBB is my last resort. Thank you for your help and consideration.

  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 am truly sorry to hear that your luggage was mishandled and for the frustration this has caused. Please know that if a bag/item is delayed, lost, damaged, or pilfered, 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). If a report was not filed, the assumption is that the luggage was returned in the condition it was received.
  
  As a report was not filed within 4 hours, we are unable to honor your request for refund or reimbursement.
  
  ****, we are very sorry for the overall service that you described, 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. 
  
  As a gesture of goodwill, I've created a $50 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 ************.
   
  **** - 44747051640600001
  ******************* - 44747062237700001
  
  Amount: $50 each
  Expiration date: October 18, 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: 07/21/2022

   
  Complaint: 17549660
  
  I am rejecting this response because:

  I understand that there is a 4 hour rule but you know as well as I do that something like this isnt a hard and fast rule that cannot be suspended under exigent circumstances nor is it a local/state/federal law that has to be enforced. Rather, it is your company policy. However, exigent circumstances plead that you must, in order to make this right and show that at some level your company has some integrity, suspend this company policy in this case. Why? Firstly, because we didnt even know the items were missing within the 4 hour window. We didnt open our luggage immediately upon reaching the hotel. Secondly, we were still discovering missing items the next day as we were building an inventory list. Thirdly, we tried to file a complaint as quickly as we could but your system would not let me make the complaint in the proper manor and your customer service representatives told us a different way to file the claim and it was rejected ultimately by your customer service with no resolution offered. Fourthly, do you really think when over $1,000 worth of personal property was stolen while in the care of your employees that $100 worth of future flight vouchers will appease us? NO! That isnt indemnification. This doesnt even factor in the over $100 cost I had to spend to have family overnight us more contact lenses (specialty lenses) because my wifes prescription glasses and contact lenses were two of the items we lost. The only thing that will make this complaint closed properly is to reimburse us for our loss. 4 hours is irrelevant. We were victimized by a representative(s) of your company and you need to do the right thing. 

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

  Business Response

  Date: 07/27/2022

  Hi ****,
   
  We appreciate your continued correspondence through the Better Business Bureau.
   
  I'm sorry that you are dissatisifed with the resolution provided. However, as I have fully researched your concerns, and reviewed our Contract of Carriage, I'm afraid I'm unable to alter the position provided. Further, please understand that it is important for us to adhere to our guidelines to ensure everyone is treated fairly. 
   
  If you have any concerns regarding any other issue, I'm here for you.
   
  Sincerely,
   
  Dedrie
  Corporate Consumer Relations
   

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17549660
  
  I am rejecting this response because: Simply unacceptable to refuse to acknowledge the flaws and failures in your system and make a manual override in the system to right a wrong. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/10/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A friend of mine had her friend book ** flights to *******. They were booked in march of 2021. ****** was the cost for round trip ticket from ********* to ***** on may 5- may 8. My friend all had to cancel trip and moved to next weekend but I couldnt go. So the lady who booked canceled mine and gave me papers on the credit I had. She said 1 year to use. So in April I called spirit to see when my year was up and they said I only had 6 mths to use and it was expired. But gave me 3 more months to now use. So I just called last Thursday to inquire last day to book because Im ready and they said there was no extension and I used the tickets. So not sure which it really is because never used tickets. I just very upset that any company can take your money. Its been tricky to plan things during Covid. Just feel credits should be extended until I can use. Shouldnt be able to just take my money.

  Business Response

  Date: 07/20/2022

  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 of the difficulty that you experienced with redeeming your credit. I've corrected the issue and have sent your information over to the appropriate department for review. Please see below for your credit information.
  
  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: IKTGYH
  Amount: $156.78
  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:07/10/2022

  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.

  American Airlines cancelled our flight to *** on 7/1, so I cancelled our return flight from *** to *** (HYVCTL confirmation #) with Spirit Airlines on 7/1 (return flight was scheduled for 7/5). I have contacted Spirit and they claim that I was a no show so I forfeited my ticket with no refund OR credit. I have a text chain proof that I cancelled my flight reservation on 7/1. I want at least airline credit for the amount spent on the tickets.

  Business Response

  Date: 07/20/2022

  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. I understand that your flight with American Airlines was cancelled. Please note that American Airlines and Spirit are separate entities. As your Spirit flight was not affected by a cancellation, you are not eligible for a refund with us. Further, 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, I'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 ************
  
  Reservation Code: HYVCTL
  Amount: $886.32
  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