Business Profile

Airlines

Spirit Airlines

Headquarters

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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.
1,038 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/29/2025
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.
On 5/24/25 I was flying back to ******* from ***********. The agent at the gate said my bag was oversized so I had to to pay $99. My bag wasnt oversized but I needed to get on the plane. I gave the agent my debit card. I got my receipt and boarded the plane. When I checked my account I realized she charged me twice. That caused my account to be overdrawn. Spirit wont refund the double fee or my overdraft fees.
Business Response
Date: 06/03/2025
Hi ******,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

Im so sorry to hear about your experience. I completely understand how frustrating unexpected charges can be; however, we rely on the expertise of airport agents to assess the correct baggage charge based on our guidelines.
Your ticket includes a free personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (18x14x8 inches) at the check-in counter, and at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur an additional charge. Keep in mind that baggage prices are cheaper when purchased in advance and online. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. Keep in mind that Guests can pre-pay for their baggage. Our team can verify that a bag is pre-paid for when their boarding pass indicates ancillaries. All baggage charges are non-refundable. The baggage sizes are listed on our website at the link below for your review: *******************************************************
Upon review, our records show you were previously assisted. On 05/29/25 you were issued a courtesy refund for the two bag fees. $99.00 and $99.00 was refunded back to the MASTER card ending in 1930. There is no further refund due nor does Spirit issue reimbursement or compensation for any banking fees. Refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds.

Have a great day!
Initial Complaint
Date:05/29/2025
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 brought airline tickets through Spirit for a flight from BWI to SXM, ****************. The flight going went well but the flight coming home was delayed for about an hour which in turn made me miss my connecting flight to ********* out of Ft. **********. Spirit did not have any flights into ********* until 5/28/25. Some friends I was with rented a car and we drove from Ft. ********** to *********. Spirit has only refunded me $220 for the flight but not my baggage fee of $75, which I purchased separately.
Business Response
Date: 06/04/2025
Hi *****,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

I am truly sorry for the overall experience and for any interruption to your travel plans. I can only imagine your frustration this delay caused.

Your SXM-FLL flight was delayed due to an Air Traffic Control (ATC) decision due to a weather-related issue. 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.

Upon review, our records show you were previously assisted. A refund for the flight and ancillaries was issued on 05/27/25 in the amount of $220.59. $220.59 was processed to the **** ending in 9617. There is no further refund due. Refunds are processed immediately on our end but may take 3-7 business days to post back to your account, depending on your bank.

Since this delay was caused by weather that is beyond our control, Spirit does not provide reimbursement for pre-planned/paid or out-of-pocket expenses such as a new flight. This decision is not based on a lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all our guests.

While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!
Initial Complaint
Date:05/28/2025
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 am writing to express profound dissatisfaction with the service I received during my recent trip, which was marred by significant delays, cancellations, and gross mishandling of my luggageall attributable to operational failures by Spirit Airlines. Our original routing SAN > LAS > DFW > LGA was disrupted when our LAS > DFW flight was delayed seven hours due to crew shortages, causing us to miss our connecting flight to LGA. Spirit offered no viable alternatives at the time, compelling us to proactively rebook via LAS > *** > EWR and request our luggage be rerouted accordingly. We asked our luggage to be moved to our new flight, which was LAS>***. At first, the lady helping us was a bit reluctant and almost told us no, but we pleaded nicely and let her know the previous worker had told us to request this change - because it is possible to do so, and they should do it if we're not going to be boarding that flight. After witnessing having our luggage moved to our new flight and having arrived to ******; the *** > EWR leg was abruptly canceled minutes before boardingagain, due to crew availability, not external factors. Forced to secure same-day flights via another airline at an additional $716 personal expense, while waiting in *** for our luggage to be released we discovered our luggage had inexplicably been rerouted back to *********. Despite repeated assurances from baggage services that our luggage would arrive in ****** and be delivered promptly, we encountered persistent delays, vague responses, and zero accountability. With no resolution by evening, we were ultimately forced to retrieve our bags ourselves from a warehouse in *********, **, incurring an unnecessary $280 **** fare. In total, Spirits operational disarray cost us substantial time, money, and stress, and reflects a troubling ********************, transparency, and basic customer service.
Business Response
Date: 06/03/2025
Hi ******,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

I am sorry to hear about your booking issue in reference to your delayed flight and mishandled bag.

Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.

To better assist you, provide your confirmation code, and e-mail address used when booking your reservation.

Have a great day!
Initial Complaint
Date:05/28/2025
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.
My Free Spirit account was hacked, and ******* points I earned through my Spirit credit card were stolen. I only discovered the fraud because my phone number was still linked, and I received a check-in text for a flight I never booked. When later on I got a choose your seat sms thats when I realized my account had been accessed without permission.The hacker changed my email and possibly other info. I initially thought only ****** points were gone (based on the lastest email), but after finally regaining access, I confirmed they used all ******* points on flights I did not authorize. I saw two reservations (****** to *******), each under different confirmation numbers. I only received a check-in text for one. It seems done on purpose to avoid triggering any alert. The seat selection message came at 6:19 PM, so they clearly hadnt flown yet. But when I called, I was told there was nothing that could be done.I reported the fraud immediately and was assigned case CAS-*******-J6K4V4, which was later followed by another case number CAS-*******-M0D7F9 after speaking with ********, a supervisor on duty. I sent all supporting documents and screenshots. But instead of consistent help, I received emails from different **** asking for the same info againas if it were a new case. One even told me not to reply to multiple threads, which I didntI just replied to the original confirmation email. Ive been treated like Im restarting every time.Ive had this card and account since last year and earned my points honestly through high spending. I never redeemed a single one. This is devastating and unacceptable. I need full restoration of my ******* points and confirmation that my $100 voucher was not used. Is unacceptable that a criminal can fly without worries while i have to wait for answers. I have my family for three more weeks, and then they are leaving for *************. I had planned to use those points with them! You know how heart breaking this is!?
Business Response
Date: 06/03/2025
Hi Danubia,
Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
Our records show you are currently being assisted on CAS-8075837-M0D7F9. You have been advised that an investigation has been opened and will take time to complete. You can reply to that case with any other questions or concerns, but you must allow the investigation time to be fully conducted.
Customer Answer
Date: 06/03/2025

Complaint: 23386571

I am rejecting this response because:
Dear *****,

Thank you for your message, but I need to set the record straight.

While Spirit Airlines claims there is an open investigation under case CAS-*******-M0D7F9, that seems to exist only in theory. Ive contacted Spirit multiple times referencing this exact case number, yet every time I do, its as if no one has any idea what Im talking about. I have email records proving that despite citing the case, no one addressed the issue directly or provided any real follow-up.

A supervisor even told me the case was escalated as urgent**, and I would be contacted within 48 hoursI have the transcription of that conversation. That deadline came and went with no contact.

Eventually, ****** of the ******* stolen points were returned without any explanation. When I questioned the missing points, I was completely ignored. Its now been over a week since my last emailstill no reply.

And yet, Spirit continues to send me survey requests multiple times a day about this unresolved issue. Ive tried submitting my honest feedbackselecting the lowest ratings possiblebut Spirits system wont even let me submit the survey. Thats beyond frustrating.

Due to the lack of transparency, accountability, and action, I have now filed a formal claim with the New Jersey Special Civil Part court.

I appreciate the BBBs involvement and sincerely hope this statement helps bring this situation the attention it deserves.

Sincerely,
Danbia *****

Business Response
Date: 06/03/2025
As previously stated, our records show you are currently being assisted on CAS-8075837-M0D7F9. You have been advised that an investigation has been opened and will take time to complete. You can reply to that case with any other questions or concerns, but you must allow the investigation time to be fully conducted. All guests are advised that it can take up to 30 business days for a response to be provided.
Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed, and the resolution has been thoroughly clarified.
Customer Answer
Date: 06/03/2025

Complaint: 23386571

I am rejecting this response because:
Dear *****,
Thank you for your message, but unfortunately, your response demonstrates the same issue that has led me to escalate this through the BBB and now through small claims court.
You state that I can reply to the ongoing case number, which I have repeatedly done. However, every time I respond, I am either met with a generic apology or told the case is being transferred. After that, a new representative repliesoften with no knowledge of previous communications. This forces me to explain the situation all over again, essentially restarting the process. This is not a proper investigation; this is a loop of deflection.
Furthermore, you completely ignored the chat transcript I attached, in which a supervisor clearly states I would be contacted within 48 hours. That deadline passed long ago with no follow-up. If you had reviewed the transcript as expected, that would have been acknowledged in your reply.
It is disingenuous to say the matter has been thoroughly clarified when:
1. No one has offered a full explanation for the missing points.
2. You have only reinstated a portion of the points that were stole without explanation.
3. No representativeincluding yourselfhas addressed why each contact results in vague deflections or lack of accountability.
I have preserved all emails and attachments as proof that your internal handling of this matter has lacked continuity, transparency, and resolution. This is exactly why I have filed a legal complaint through small claims court and will continue to pursue this matter through formal channels.
I ask that, if Spirit Airlines truly intends to conduct an investigation, it be done consistently and with accountabilitynot by repeatedly transferring responsibility and ignoring documented communication.

Sincerely,
Danbia *****
Business Response
Date: 06/05/2025
The below response was just sent to you, today 06/05/25 at 2:42 p.m.

Thank you for your continued correspondence. We reviewed your account from December 2023 to the present and found that only ****** points were missing, which were returned to you on May 29, 2025.
Please review your account and provide details of any additional missing points, and we will be happy to assist you further.
I would also like to share that points concerns must be submitted to the security team for a thorough investigation. Once it is determined that the points were not used by the actual guest, approval to return the points is given.
Additionally, the investigation information is not shared with us, so we are unable to provide that form of transparency.
I have also added a view of your account for your review. As you can see, the ****** points were assumed to be redeemed. The redemption was voided, showing the ****** points returned to your account.
Our team member added ****** accrual points as a courtesy, but voided them since your ****** points were returned.
The only points that were redeemed were the ****** points that we gave back to you on May 29, 2025. Also, we will be happy to review your concerns with any agency or governmental institution you deem necessary to contact.
Initial Complaint
Date:05/27/2025
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.
On 5/16 my Spirit flight was stuck on the tarmac at ************** and directed back to the gate, where I learned it had been canceled. As I had already boarded the plane and purchased Wifi for the duration of the flight, it was now rendered useless. I submitted a form on 5/19 requesting that my wifi charge of $17.99 be refunded. I have not heard back and customer service told me they cannot help me, that I just need to wait to hear back even though it's been over a week with no response. I want my money refunded now.
Business Response
Date: 06/03/2025
Hi ******,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

I am sorry to hear that you had issues with our onboard Wi-Fi. I have included a link below so that you can submit a refund request.
Had difficulty using Spirit Wi-Fi? Spirit Support

Have a wonderful day.
Initial Complaint
Date:05/27/2025
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.
SPIRIT AIRLINES themselves CANCELED MY FLIGHT twice to ***** in November 2024 and January 2025, and then they have kept my money that&#**;s supposed to Refund because the new government bans all FLIGHTS from ** to *****. AS THE RESULT OF THE CANCELATIONS I lost or I am charged for cancelation fees $168.08 by SPIRIT AIRLINES. The Initial fare was $585.05, it&#**;s coming down now $416.97. So SPIRIT AIRLINES has charged me a cancelation fee UNJUSTLY. NOW, I WANT THEM TO REFUND ME MY MONEY. THERE&#**;S NO REASONS TO KEEP MY MONEY FOR THAT LONG BECAUSE NO FLIGHTS FROM ** TO ***** AND FROM ***** TO **. ALSO, I AM AN IMMIGRANT FROM *****. NO HAITIAN IMMIGRANTS ARE ABLE TO TRAVEL FROM ** TO *****. SPIRIT AIRLINES MUST REFUND ME MY MONEY THEY KEEP PURPOSELY.
Business Response
Date: 06/03/2025
Hi ******** M *******,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

I am sorry to hear about your booking issue in reference to the booking that was cancelled.

Upon review, our records show you were previously assisted. A full refund was issued on 01/20/25, $416.97 was refunded to the **** ending in 2967. There is no further refund due. Refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds.

Have a great day!
Initial Complaint
Date:05/27/2025
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.
On May 22, 2025, I purchased spirit airlines round-trip ticket through a third-party company Priceline my initial departure date was May 23, 2025, 5:14 PM leaving ************************* arriving at *********************** at 8:27 PM my returning flight was set on June 1, 2025 my departure was set to leave *******, *************** at 3:11 PM and arriving at the ************************* at 4:19 PM I set up these dates and confirmed the times to ensure my transportation would be complied I am legally blind. I cannot drive so I have to rely on other people for transportation. well around 6 AM May 23, 2025. I received an email from Spirit airlines regarding my upcoming trip. My flight was delayed and was said to depart at 7:53 PM instead of 5:14 PM that was out of my limitations. My transportation was no longer available to take me at the new time I duly noted spirit airlines message, did state the new time could change and they would keep a monitor on it. I couldnt risk waiting for a new departure that may have been in the timeframe my transportation agreed to take me this trip was of great importance to me even though I had became a victim of unfortunate circumstances modification seem like the only option to ensure I would be able to make this trip even though I had already lost valuable time towards the trip so I changed the date and had to find means of new transportation. My modified date was May 24, 2025 same time as my initial date of departure and in the same place well on May 24, 2025, my location and the in-between locations to get to the airport were receiving heavy rains, fog and thunderstorms my transportation, advised me they would not be able to drive me to the airport due to the weather inclement in our surrounding areas so again out of my limitations I couldnt force my transportation to take me to the airport to risk their lives in weather they didnt feel safe driving in my end results spirit airlines declined my refund and I feel was unfair
Business Response
Date: 06/03/2025
Hi *****,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

I am sorry to hear about your booking issue in reference to your delayed flight that you modified.

Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.

Our records show you were issued a full Reservation Credit for this booking as your refund request was denied. As outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable. Spirit does not issue refunds for guest initiated cancellations or modifications. There is no refund due.

The details of your credit, including how it can be used, can be found below.

Your reservation credit:
can be used for multiple bookings until the full value is used
can be applied toward airfare, bags, seats, vacation packages, taxes, and fees
can be redeemed by any Guest linked to the original reservation
can be redeemed via ************************** or by calling Spirit reservations at ************
is valid for trips booked within 365 days of issuance on any flight dates available in the system

Reservation Code: ?KIHDSS

Amount: $688.98

Expiration date: May 24, 2026
(Travel does not have to be completed by that date; however, a new reservation must be secured).

Click here for more information on how to redeem your credit: ******************************************************************************************************************************

We look forward to serving you on your next flight
Customer Answer
Date: 06/03/2025

Complaint: 23381340

I am rejecting this response because: it does not resolve my issue at hand before sending this complaint to BBB I talked with supervision of Spirit airlines told them my issue at hand in full detail, supervision showed empathy, told me better chances of getting my issue at hand resolved in my favor, which would be a refund is to contact spirit airlines corporate and I could do this by clicking on a link at the end of an email that was sent directly to my email by Spirit airlines after thoroughly going over this email sent directly by Spirit Airlines I did not find a link that would direct me to the corporation so I reached out to BBB for clarification purposes, I can tell what was conversed between me and the supervisor of Spirit airlines I stated that the initial delay of the flight I was supposed to aboard on May 23, 2025 5:14 pm called difficulties for myself. Im legally blind, so I have to find rides in the means of transportation. My transportation was not going to be able to accommodate the new time which was 7:53 PM. I told the supervisor I did keep in mind that the delay time could change at moment. notice and spirit airlines stated they would keep a close monitor on this. It was too risky to try to wait and see if the delay time would be moved up. The trip was of great importance to me even though I had already missed valuable time, out-of-pocket money and had to find means of new transportation to ensure I could at least enjoy the remainder of my trip. I modified the flight for the next day which was May 24, 2025 same time as my initial departure date which was May 23, 2025. Well on May 24, 2025 my location and the locations in between to reach the airport fell upon weather inclement My new transportation advised me they feared for their safety trying to drive through inclement weather so they could no longer take me to the airport at this point there was no reason to try to modify my flight. The reason for my trip I would not make it an adequate timing supervision of Spirit airlines stated at this point my only option was to receive credit for the money spent and needed to be used within *********************************************** credit for this flight would irrelevant because I would no longer need a flight ticket because my trip was no longer feasible I then asked supervision If I didnt cancel the flight what would be my outcome? I was advised by supervision of Spirit airlines that would be considered a no-show and I wouldnt receive any compensation for my flight ticket best thing I could do is take spirit airlines credit and contact spirit airlines corporate to get my issue fully resolved, which again would be a refund

Sincerely,

***** *******
Business Response
Date: 06/04/2025
There are no notes in your reservation to corroborate your claim, as so our response remains unchanged,
As previously stated, our records show you were issued a full Reservation Credit for this booking as your refund request was denied. As outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable. Spirit does not issue refunds for guest-initiated cancellations or modifications. There is no refund due.

The details of your credit, including how it can be used, can be found below.

Your reservation credit:
can be used for multiple bookings until the full value is used
can be applied toward airfare, bags, seats, vacation packages, taxes, and fees
can be redeemed by any Guest linked to the original reservation
can be redeemed via ************************** or by calling Spirit reservations at ************
is valid for trips booked within 365 days of issuance on any flight dates available in the system

Reservation Code: ?KIHDSS

Amount: $688.98

Expiration date: May 24, 2026
(Travel does not have to be completed by that date; however, a new reservation must be secured).

Click here for more information on how to redeem your credit: ******************************************************************************************************************************
Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the
resolution has been thoroughly clarified.
Customer Answer
Date: 06/04/2025

Complaint: 23381340

I am rejecting this response because: it is not up to me the customer to type up notes nor would I have them in my possession. When reaching out to spirit airline support that would be spirit airlines agency and their support team from the service representatives to higher up chain to supervision to create notes, I should not be at fault for something spirit airlines support team failed to do as a protocol. I also know when speaking with spirit airline support representatives or supervision I was advised that I am on a recorded line so the conversation I had with supervision should be accessible to you guys discretion furthermore, as I stated, in my previous complaint, I followed the steps which was advised from supervision of Spirit airline to proceed. And I am concerned, why is it so difficult to get reimbursement of my payment when services corresponding Spirit airlines agency wasnt fulfilled for me and I have supporting detail

Sincerely,

***** *******
Initial Complaint
Date:05/27/2025
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 flight was postponed multiple times, and when I called to speak to someone they told me it's out of their control, it's due to weather. That's a bold faced lie, I have a video I took once we boarded the plane of the flight attendant telling me there is no captain to fly this plane. I'm now missing work tomorrow, I'm currently out of my prescription, and will probably have to go to the hospital soon for emergency care. I should have been in ******* at 11 pm on 5/26/25 but I'm currently sitting in ************** waiting with over 100+ angry, disgruntled, and hungry people. I'm calling a lawyer as well and I'm going to sue for anything I can to make sure that this kinda stuff doesn't happen to anyone again. They can claim it's due to weather, but I have actual proof that's a lie from the flight attendant on the plane that they made us board at 11 pm and took us off that plane at 130 am
Business Response
Date: 05/27/2025
Hi ******,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

We are sorry to hear about your flight interruption in reference to your delayed flight.
Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.

Guests are strongly encouraged to take all necessary medical precautions to prepare for their flight.

Upon review, our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, Your flight was cancelled due to an Air Traffic Control (ATC) decision due to a weather-related issue. 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.

The crew that was scheduled to support your flight was unable to do so due to weather conditions along their travel route. These weather delays rendered your crew legally unable to complete the remaining flights on their schedule. Per *** regulations, all crew requires a rest time of 8 hours uninterrupted. As such, this cancellation was mandated by the *** and was regrettably outside of our control.

When this happens, the options available to our Guests are re-accommodation on the next available Spirit flight or if this option isn't feasible, a refund of the affected unused flight segment is issued. In these situations, we dont offer hotel accommodations, refund for additional expense or other transportation.

We always aim to provide a trouble-free flight experience, but some situations are truly uncontrollable.

There's nothing more important to us than to send our guests to their destinations safe without delays and cancellations. However, please do note that not all flights use the same route to their destination. Weather conditions are not limited to the departure or arrival area but also within the pathway itself. This day, our route is affected by weather. Our guests' safety is of the utmost importance and continuing the flight will only risk our guests. I hope you understand.

In your situation, I do see travel has been fully boarded and completed. Spirit does not issue refunds for services rendered.

Since this cancellation was caused by weather that is beyond our control, Spirit does not provide reimbursement for pre-planned/paid or out-of-pocket expenses such as a new flight. This decision is not based on a lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all our guests.

While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!
Initial Complaint
Date:05/25/2025
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 a airline ticket for my son back in dec 2024. I had to cancel the flight because i couldnt get my son on a plane he has a disability and was struggling to fly. I was told i was given a credit. When I tried to use the credit i was told it could only be used by my son who is a minor (12 years old) and is afraid to fly. I tried to ask to allow me his mom to use the credit since my credit card was used and i was told no. I want my money back or the credit to use. this is unfair my son does not have the ability to go on a plane. Please help.
Business Response
Date: 05/27/2025
Hi Isa,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

I am sorry to hear about your booking issue in reference to the booking you cancelled for Asa.

As outlined and agreed upon in Spirit's Contract of Carriage, all fares, fees and ancillaries are non-refundable and non-transferable.

Upon review, our records show you were previously assisted. As you were on the original booking, you are able to use the Reservation Credit for yourself.

The details of your credit, including how it can be used, can be found below.

Your reservation credit:
can be used for multiple bookings until the full value is used
can be applied toward airfare, bags, seats, vacation packages, taxes, and fees
can be redeemed by any Guest linked to the original reservation
can be redeemed via ************************** or by calling Spirit reservations at ************
is valid for trips booked within 365 days of issuance on any flight dates available in the system

Reservation Code: ?UNL45A

Amount: $278.58

Expiration date: December 03, 2025
(Travel does not have to be completed by that date; however, a new reservation must be secured).

Click here for more information on how to redeem your credit: ******************************************************************************************************************************

We look forward to serving you on your next flight
Customer Answer
Date: 05/27/2025

Complaint: 23376900

I am rejecting this response because: They are saying I can use the Reservation Credit because I paid for the ticket but when I attempt to use it, its says name does not match so therefore cant be used. I paid for the ticket but it was for my 12 year old son so his name is on it *** ********. My name is *** *******-********. My son cannot fly anywhere due to his disability.
Sincerely,

*** *******-********
Customer Answer
Date: 06/02/2025
Good day I continue to have issues trying to redeem my reservation credit. It says my name does not match. When i contact spirit airlines they say that it does match. I dont know what else to do?
Business Response
Date: 06/03/2025
In accordance with our previous exchange. You are able to use the credit; you would need to call our Reservation's Center or use our chat feature so that they can assist. They will have to verify you and the previous booking in order for the credit to be used.

I have provided by our ******************* phone number and notated the booking of our conversation.
Spirit ******************* **************.
Customer Answer
Date: 06/04/2025

Complaint: 23376900

Good day I continue to have issues trying to redeem my reservation credit. It says my name does not match. When i contact spirit airlines they say that it does match. I dont know what else to do?

Sincerely,

*** *******-********
Business Response
Date: 06/06/2025
In accordance with our previous exchange. You are able to use the credit; you would need to call our Reservation's Center or use our chat feature so that they can assist. They will have to verify you and the previous booking in order for the credit to be used.

I have provided by our ******************* phone number and notated the booking of our conversation.
Spirit ******************* **************
Additionally, there are no notes in the reservation showing any calls or contact to spirit. Every interaction is documented. You would need to reply with the exact date and phone number you used when you stated you called for the calls to be pulled.
Initial Complaint
Date:05/25/2025
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.
On May 14th I had a flight from ******, ** to ******, ** scheduled to depart approximately around 5:35 pm. The morning of the flight i recieved an email saying the flight would be delayed. Throughout the day i would receive a few more messages about the time being pushed back. The flight ended up being delayed to approximately 10:50 pm and I made arrangements to be at the airport 2 hours prior like most airlines suggest. On my way to the airport when I went to check my flight I saw that I recieved a message around 8pm that the plane would be departing within an hour. Although I was enroute to the airport already I was unable to board the flight, unable to be placed on a different flight that would get me to ********** on time for a funeral that I needed to attend and forced to book an emergency flight on another airline. I am seeking a refund for my flight, compensation for the ride share I had to buy and the emergency flight with another airline.
Business Response
Date: 05/27/2025
Hi ******,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

Im sorry to hear your flight was missed. We'd like to review your missed flight details. There is a 45-minute check-in cut-off time for domestic departures and 60-minute check-in cut-off time for international departures. At the cut-off, a flight is considered closed and the kiosks and team members ******* the counter can no longer print boarding passes or check bags. When a Guest does not complete the check-in process prior to the cut-off time, they are subject to their reservation being forfeited, and additional charges may be incurred. The flights cannot be reinstated, and the airfare & ancillaries is non-refundable.

Due to lengthy TSA security checkpoint times, its recommended that you arrive at least 2 hours prior to scheduled departure for domestic flights and 3 hours prior to scheduled departure for international flights.
Additionally, as per the terms of our Contract of Carriage, in the event of a delay, Guests are recommended to remain in the gate area for updates and possible early departures or arrive at the original scheduled departure time. Spirit shall not be liable to any Guest who misses a flight, which departed earlier than the estimated departure time posted for the delay. This was agreed to upon securing a reservation with Spirit.

Here's a direct link to our Contract of Carriage.

Flight statuses can change at any time, and if we have the opportunity to get you on board our aircraft sooner, well certainly take advantage of that. Additionally, if you walk away from the gate, there are many places in the airport in which our announcements are inaudible.

Spirit does not issue refunds or reimbursement for guest who miss their flights.

As a one-time courtesy Ive created a Reservation Credit in the amount of the missed flight. Your Reservation Credit is available and can be redeemed online or by calling our ******************* at **************. Ive included the information below:

Confirmation Code: UIRGSS
Amount: $183.99
Expiration date: May 27, 2026
(Travel does not have to be completed by that date; however, a new reservation must be secured).
The guidelines surrounding credits can be found on our website, **************************.
Here's the direct link for your convenience.
********************************************************************************************************************************

We hope to welcome you on board a future Spirit Airlines flight soon.
Customer Answer
Date: 06/03/2025

Complaint: 23375854

I am rejecting this response because it does not help, I asked for a refund and compensation, not credit. I do not normally fly spirit so a credit does nothing for me.

Sincerely,

****** *******

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