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

  BWI Baltimore, MD 21240

• 

  Spirit Airlines

  84 State St Boston, MA 02109-2202

• 

  Spirit Airlines

  114 N. Raliegh Avenue Atlantic City, NJ 08401

• 

  Spirit Airlines

  Atlantic City Airport ATLANTIC CITY, NJ 08401

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:05/25/2025

  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.

  I was browsing on ************************** on May 24th 2025. After putting in all of my details to get a final price, I went and continue to the next page not knowing that my phone auto filled a card that was on file. I tried to hit the back button to undo it from processing however it still processed the card. I immediately called Spirit and they refuse to refund the unauthorized transaction. Only 3 minutes had passed by since the purchase was made due to me having to go through different prompts. This is not buyers remorse, this was an unauthorized transaction. The card used on file belongs to my sister and she is not on the reservation. This was simply a mistake that Spirit refuses to fix.

  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. 
  
  I am sorry to hear about your booking issue in reference to the booking you secured via ******. All guests are provided the opportunity to review their booking before confirming the booking. Spirit is not liable or responsible for any booking issues once the booking has been secured, it is the guest responsibility to ensure all booking information is correct. Any flight modifications or cancellations are subject to applicable policies and fees. 
  
  If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment.
  
  If the above does not apply, you will receive a Reservation Credit. The full value of the reservation will be provided for Go Big, Go Comfy and Go Savvy bookings. A cancellation charge will be retained for Go bookings purchased after February 5, 2025.
  
  I was able to pull your reservation ZMPZQW, our record shows that this reservation is confirmed and good to go. As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable. At this time, we cannot uphold your request for a refund as our policy for reservations is non-refundable. This decision is not based on a lack of compassion. Consistency in our guidelines is the only way to be fair to all our valued Guests. 
  
  If you'd like to book a reservation, change or cancel a reservation, or manage travel, we recommend using ************************ - its cheaper too! If you have an issue you can't resolve here, one of the numbers below should suit your needs. 
  Spirit Sales and ***************************** and Domestic
  You can call us Toll Free at 1-855-SAVE-555 *************) or
  text us at *****, or use ************ on WhatsApp
  24 hours a day/ 7 days a week
  *When calling from Mexico dial *********
  
  Assistance for the hearing impaired
  
  For TTY/TTD dial 711
  
  
  Have a great day!

• Initial Complaint

  Date:05/24/2025

  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.

  Subject: Request for Full Refund and Compensation Due to **************** Failures on Flight from ******* to ******* (May *****, 2025)Dear Spirit Airlines Customer Relations,I am writing to formally file a complaint and request a full refund and compensation for the flight I booked from ******* to *******. Order of Issues: Significant Delays: I arrived at the airport at 3:02 PM on May 21 and received a text indicating the flight was delayed to 7:00 PM. the next several hours, the flight was delayed again and again 10:00,11:00 PM, then 12:37 AM, and finally to 1:15 AM.Rescheduled Flight: I was eventually rebooked for a flight on Friday, May 23, with a departure time after 7:05 AM the earliest available option according to Spirit ********* Seat Issue: During booking, I clearly indicated I was traveling with a car seat for my three-year-old child. Despite this, Spirit assigned me a middle and aisle seat, which prevented me from safely using the car seat, as *** guidelines and airline policy require it to be placed in a window seat. No arrangements were made to accommodate this. As a result, my child, who needs a car seat to sit safely and calmly, was understandably distressed during the flight.I also purchased Wi-Fi access to help entertain my child during the long journey. However, the Wi-Fi failed to function properly, contributing to a difficult flight experience.Damaged Stroller: Upon arriving in *******, I received my stroller damaged and improperly latched, which collapsed while my child was seated in it, putting his safety at risk.Missed Important Family Event: Due to the delay and rescheduling, I missed my nieces graduation,. I am requesting full refund for the round-trip airfare for myself and my child. Compensation for the damaged stroller (which needs to be replaced).Reimbursement for the Wi-Fi fee paid but not delivered.posed a serious safety issue and distress to my child.I expect Spirit Airlines to take this matter seriously and respond with urgency.

  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. 
  
  I am sorry to hear about your booking issues in reference to your delayed flight, wi-fi issues 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.
  
  There are many factors involved in the daily operations of an aircraft; therefore, arrival times, for instance, are stated as estimated until actual times are reported. Spirit endeavors to get its customers to their final destination in as timely a manner as possible. 
  Our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, our records show your flight was delayed due to a maintenance-related issue. Delays and irregular operations, although rare, do occur. Please know that we never want to interrupt our guest's plans. We do all that we can to leave on time, but the safety of our guests and crew will always come first.
  You were provided your rebooking options and the flight you choose has been fully boarded and completed. Sprit does not issue refunds for services rendered. I found that the seats you selected on your original flight were 21B & 21C, a middle and an aisle. There were no seat changes. The seats on your rebooked flight were the exact same seat numbers and configuration you originally had. 
  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
  
  Know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.
  
  You can use the link (******************************************************************) to initiate/update your mishandled bag claim. 
  
  Please stay in direct contact with your claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.  
  
  Future Tarvel Vouchers were issued to 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 goes towards the airfare, taxes, most ancillaries & fees (not covered: reservation booking fee, non-flight service fees such like *********** enrollment). Vouchers cannot be used towards onboard purchases, services, travel insurance, or vacation packages. Vouchers are nontransferable and are valid for a single use with no remaining value after its use. You can redeem vouchers online at ************************** or by calling our ************** at ************.
  
  Name: ****** *****
  Voucher code: 57815546237100104
  Amount: $30
  Expiration date: May 21, 2026
  
  Name: ***** ****
  Voucher code: 57815546285400105
  Amount: $30
  Expiration date: May 21, 2026
  
  For information on how to redeem your voucher, click here: *******************************************;
  
  We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this delay affected your travel arrangements; unfortunately, we are unable to issue any further compensation. 
  
  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! 
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23372801
  
  I am rejecting this response because: I did not pick the seat assignment you guys auto assigned those seats to me. During the booking process it ask if I will be traveling with a car seat and I selected yes. You are forcing me to pay for a seat assignment because I choose to keep my kid safe in a car seat on flight. The *** says its safest for child to be restrained in flight for safety. I understand mechanical issues happen but to offer me a $30 voucher for your inconvenience and me having to push back my plans two days out is a slap in the face and miss an important event . I would accept a full voucher for a future flight if you are not willing to compensate me a cash refund back to my card. As for the mishandling of my stroller I have tried to go on the website since the day I landed in ******* and it told me that I was past the time frame. I reached out to your support on multiple occasions and was advised they couldnt assist in filing a claim the only other option is to go back to the airport. I have a 3 year old with a damaged stroller and no way of getting back to the airport till its time for me to leave my destination. So no I do not accept this response. Now I have to go and buy a new stroller before I can return home. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/02/2025

  As previously stated, our records show that the seats you selected on your original flight were 21B & 21C, a middle and an aisle. There were no seat changes. The seats on your rebooked flight were the exact same seat numbers and configuration you originally had. 

  
  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
  
  Know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.
  
  You can use the link (******************************************************************) to initiate/update your mishandled bag claim. 
  
  Please stay in direct contact with your claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.  
  
  Future Tarvel Vouchers were issued to 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 goes towards the airfare, taxes, most ancillaries & fees (not covered: reservation booking fee, non-flight service fees such like *********** enrollment). Vouchers cannot be used towards onboard purchases, services, travel insurance, or vacation packages. Vouchers are nontransferable and are valid for a single use with no remaining value after its use. You can redeem vouchers online at ************************** or by calling our ************** at ************.
  
  Name: ****** *****
  Voucher code: 57815546237100104
  Amount: $30
  Expiration date: May 21, 2026
  
  Name: ***** ****
  Voucher code: 57815546285400105
  Amount: $30
  Expiration date: May 21, 2026
  
  For information on how to redeem your voucher, click here: *******************************************;
  
  We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this delay affected your travel arrangements; unfortunately, we are unable to issue any further compensation. 

  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: 23372801
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

   

  You guys are failing to read my response. I did not choose my own seats they were auto assigned by your system. I have tried to follow your baggage claim policy and when I try it tells me I have passed the allotted time to file a claim to reschedule out to spirit. Do I need to reach out to the CEO for a better response. Clearly I am not getting anywhere with whomever is responding to my case. You do not take the safety of children seriously. You keep repeating the same thing and not addressing your part in this whole situation. I am requesting a full voucher for my flight. 

  Business Response

  Date: 06/05/2025

  We have carefully reviewed your complaint and our resolution remains unchanged. There will be no further correspondence regarding this matter

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23372801
  
  I am rejecting this response because:As a business you have not taking ownership of you guys mishaps and are refusing to help with getting a baggage claim filed for damages to my childs stroller that I will now need to replace before I take my flight back home. My childs stroller will not stay locked in place he collapsed while in it. You are refusing to address the seat assignment that you auto assigned to me and at this point I will need to purchase seats assignment in order for me to use his car seat for safety on the air craft even though on your booking site you ask if persons are traveling with a car seat for what reason I dont know if you are not going to accommodate them and force them to buy a seat. Another way to get money. Your website will not allow me to file a claim. How am I supposed know I have 4 hours to file a claim after I land . That was told to me by an agent after reaching out several times through your online chat and whats app after the fact. 

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

• Initial Complaint

  Date:05/23/2025

  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 filing this complaint on behalf of my 68-year-old mother, ***** *****, who booked a round-trip flight through Expedia for $285.93, which included trip protection. Her outbound flight from ******* to ********* was on United Airlines, and her return was booked on Spirit Airlines for Wednesday, May 28, confirmation code SKMVFZ.Her original return itinerary:Flight 1480: Depart SAN at 11:40 AM to LAS Flight 880: Depart LAS at 2:03 PM, arrive IAH at 7:10 PM Total travel time: ~6.5 hours Spirit unilaterally changed her flights to:Flight 2507: Depart SAN at 8:08 AM, arrive LAS at 9:26 AM Flight 2380: Depart LAS at 6:21 PM, arrive IAH at 11:26 PM Layover: 8 hours, 55 minutes. Total duration: 13 hours, 18 minutes My mother suffers from fibromyalgia, osteoporosis, high blood pressure, and anxiety. This new schedule is medically and physically burdensome. She only has enough medication for her original return date and cannot afford to delay her return.We contacted Spirit and escalated to a supervisor. They confirmed there were no better flights availableeven with more than a week of flexibilityand refused to provide any remedy: no rescheduling, no upgrade, no meal vouchers, no waived baggage fees, and no support of any kind.While Spirit offered an $80 refund if she canceled, we explicitly declined. She needed to get home. But by keeping the ticket, she forfeits even that token refundleaving her with no viable option and no compensation for the drastic, involuntary change.I am requesting a resolution or fair compensation for Spirit's failure to uphold their obligation and treat a vulnerable customer with appropriate care.

  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. 
  
  I am sorry to hear about ******* flight interruption in reference to her Schedule Change.
  Schedule Changes are inevitable for all airlines and are necessary at times to support operational needs and to better service our guests. 
  
  If the schedule change does not work for you, we can offer you one of the following; a refund to the original form(s) of payment, re-accommodation on the next available Spirit flight or a reservation credit. 
  
  Guests are strongly encouraged to take all necessary medical precautions to prepare for their flight. 
  
  Our records show we sent ***** three emails advising of the change and your options, the emails were sent on 03/10/25, 03/12/25 and 03/14/25.  As there was no contact until 05/23/25 to Spirit the flight remained the same and the above options were provided. On the call you were advised of the available flights and advised that there no free ancillaries offered. The booking was left as is for travel on 05/28/25. 
  
  Spirit does not provide reimbursement or compensation for schedule changes. 
  
  
  We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23371421
  
  I am rejecting this response because: They basically said they don't care and they intend to do nothing to ease the burden that they imposed on my elderly mother.
  
  Sincerely,
  
  *********** *****

  Business Response

  Date: 06/02/2025

  As previously stated, Schedule Changes are inevitable for all airlines and are necessary at times to support operational needs and to better service our guests. 
  
  If the schedule change does not work for you, we can offer you one of the following; a refund to the original form(s) of payment, re-accommodation on the next available Spirit flight or a reservation credit. 
  
  Guests are strongly encouraged to take all necessary medical precautions to prepare for their flight. 
  
  Our records show we sent ***** three emails advising of the change and your options, the emails were sent on 03/10/25, 03/12/25 and 03/14/25.  As there was no contact until 05/23/25 to Spirit the flight remained the same and the above options were provided. On the call you were advised of the available flights and advised that there no free ancillaries offered. The booking was left as is for travel on 05/28/25. 
  
  Spirit does not provide reimbursement or compensation for schedule changes. 

  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.

• Initial Complaint

  Date:05/23/2025

  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.

  Spirit Airlines lost my luggage. I was traveling on business, so I needed very specific outfits and supplies and had to go shopping immediately after checking into my hotel because I had to be at my first assignment that evening. My partner and I spent the entire day the next day shopping for that night's assignment and to replace everything else I had packed in order to last the rest of my trip as I was moving on to another city after my work in ********* was complete.I was told by a Spirit Luggage agent on the phone my suitcase never left my city of origin but it would meet me in my next city (********) when I arrived. It did not. I was without my suitcase for the entirety of my trip. When I arrived at **************** there were no Spirit Airlines agents present to check my bags so I was unable to check-in for my flight. Attempting to do so online wanted me to pay for my checked bags which I was told I was not going to be charged for in light of the circumstances. When I called the phone # posted the Spirit phone agent said they couldn't help me, I had to be helped in-person. But again, no person was present. They had all left for the day. I had to be back in my city for an event the next morning and work that night. When I figured out Spirit had no flights to my city until AFTER I had to be at work and the earliest flight they had the next day ANYWHERE was AFTER my event I was forced to buy a whole new ticket on an entirely new airline and pay for a full night's stay in a hotel only to sleep there for about 3 hrs until our new flight. I am disabled- I require wheelchair assistance inside the airport- I was traveling with my service animal and a lot of extra luggage at that point, I couldn't just sleep in the airport. I flew Delta Airlines home. I missed my event and lost that income. I spent a total of $1242 making up for Spirit's loss of my bags and abandoning ******* service dog in ******. Spirit is not reimbursing the full amount.

  Business Response

  Date: 05/23/2025

  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 your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  Know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.
  
  You can use the link (******************************************************************) to initiate/update your mishandled bag claim. 
  
  Please stay in direct contact with your claim's specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.  
  
  
  Have a wonderful day!

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23368838
  
  I am rejecting this response because: 

  I have submitted a claim and was notified that I would not be reimbursed in full for the expenses incurred while my luggage was lost. Spirit has deemed the claim "closed" and I have not been able to directly contact anyone because Spirit Airlines doesn't seem to believe in the ability to let people talk directly to people. I spent $1241 saving myself from Spirit Airlines mistakes and abandonment. Being reimbursed for $692 is not acceptable. I have submitted the claim and necessary documentation via their portals and "bag specific" process as they said to do and their resolution is not a resolution. They need to reimburse me the rest of my money.

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

  Customer Answer

  Date: 05/23/2025

  This was received. And now i cant get Spirit Airlines to communicate with me via "Central Baggage"

  Business Response

  Date: 05/27/2025

  As previously stated, all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.
  
  You can use the link (******************************************************************) to initiate/update your mishandled bag claim. 
  
  Please stay in direct contact with your claim's specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process, or the compensation amount determined and or provide information since we do not process bag claims.  

  
  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: 05/29/2025

   
  Complaint: 23368838
  
  This was received. And now i cant get Spirit Airlines to communicate with me via "Central Baggage"
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:05/22/2025

  Type:Sales and Advertising 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 airline delayed a flight I was in and change of gate several times without remorse and had us waiting for 4 hours I want compensation

  Business Response

  Date: 05/23/2025

  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.
  Our records show your flight was delayed due to a maintenance-related issue. Delays and irregular operations, although rare, do occur. Please know that we never want to interrupt our guest's plans. We do all that we can to leave on time, but the safety of our guests and crew will always come first.
  
  Travel has been boarded and completed on your FLL-CLT flight. Spirit does not issue refunds for services rendered. However, I do see Future Travel Vouchers were issued to you, you should have received an email with the details. I have just resent the email you were sent with voucher details. 
  
  We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this delay affected your travel arrangements; unfortunately, we are unable to issue any further compensation for this delayed flight.
  
  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! 
   

  Customer Answer

  Date: 05/23/2025

   
  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:05/22/2025

  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.

  Obvious visible damage to luggage bag while on bag carousel at airport. I had it lifted off and immediately walked 25 feet behind me to the baggage claim office. Was told that Spirit wouldnt pay for any damages. I explained that it wasnt damaged beforehand and customer **** hatefully handed me a card with a qrs code on it and advised to just file a claim. The flight arrived at Midnight and we didnt get our bags until approximately 25 mins later. I had a 2 hr drive home so I went to sleep. There had been massive delays in flights and the airline waiting area was chaotic and unorganized before takeoff and I was tired. I filed the claim online early that same morning with pictures. The next afternoon I received an email stating that there would be no compensation because it was not ***orted in a timely manner! That led to a link online and the timeline to ***ort is 4 hours!!! I ***orted it at the airport within seconds of getting the damaged checked bag and the customer service *** did not advise anything of the sort that I needed to ***ort in 4 hrs online (I thought as soon as I woke up was a rational idea) otherwise I would have have ***orted it and not slept. If not resolved with professionalism, I will advise others against the sleezy tactics of this unprofessional airline.

  Business Response

  Date: 05/23/2025

  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 your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused. 
  
  Please know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed with the *********************** (CBS) team at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.
  
  In reviewing your reservation, our record shows that you did not file a report on arrival. Per Spirit's Contract of Carriage, a document you agreed to when you secured your booking,  if a bag/item is delayed, lost, damaged, or pilfered, a Spirit Airlines representative at the airport 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). 
  
  Since you did not file a report prior to leaving the airport, the assumption is that we returned your bag to you in the condition it was given to us, and as such, we are unable to further assist you with this concern.
  
  
  Have a great day!
  

• Initial Complaint

  Date:05/22/2025

  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.

  Spirit Airlines damaged my suitcase. Took a picture of the suitcase at the time of checking in. Took a picture at the arrival with damage. Talk to the employee about it. She told me to take a picture of a bar code to report the damage. She told me to wait 45 minutes. I filled the report 3 hours later. The never contacted me. I called them and they told me i submitted the complain outside their time period. I did not. I was told my case is closed. Go to the airport and talk to an agent.

  Business Response

  Date: 05/23/2025

  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 your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused. 
  
  Please know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed with the *********************** (CBS) team at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.
  
  In reviewing your reservation, our record shows that you did not file a report on arrival. Per Spirit's Contract of Carriage, a document you agreed to when you secured your booking,  if a bag/item is delayed, lost, damaged, or pilfered, a Spirit Airlines representative at the airport 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). 
  
  Since you did not file a report prior to leaving the airport, the assumption is that we returned your bag to you in the condition it was given to us, and as such, we are unable to further assist you with this concern.
  
  
  Have a great day!

• Initial Complaint

  Date:05/22/2025

  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 booked a flight on Spirit airlines early February of this year. The flight is for 5/28 from ******* to ******. I recieved an email tonight asking me to bid on a seat. I noticed that instead of the direct flight I had booked the flight was now transitioning to *********** with a total flying time of ***** hrs instead of 2hrs 35mins. It would mean getting home on Thursday at 6am with 2 children and having to cancel a day of work on Thursday. I didnt receive any notification. I had to be on a 30min phone call and supposedly I will be refunded- I have yet to receive a confirmation email.I was told that I should find 4 emails sent to me in March telling me of the change. I recieved several emails after my booking in February but none in March as the agent claimed.I am tired of airlines thinking they can switch planes when they want with no respect for us their customers. I now have had to buy another direct flight tonight and had to pay 4 times as much. Do we consumers have any rights???They can switch us whenever they want, not bother to tell us, time spent correcting the situation and hustling to find a last minute flight and spending much more. Is there compensation for the aggravation, time on phone, disruption of plans or we customers are of no consequence. But they can charge for anything and ************* booking number was FQDEXH

  Business Response

  Date: 05/22/2025

  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 flight interruption in reference to your Schedule Change.
  Schedule Changes are inevitable for all airlines and are necessary at times to support operational needs and to better service our guests. 
  
  If the schedule change does not work for you, we can offer you one of the following: a refund to the original form(s) of payment, re-accommodation on the next available Spirit flight or a reservation credit. 
  
  As outlined and agreed upon in our Contract of Carriage, Schedules are subject to change without notice. Spirit is not responsible or liable for making connections (on its own flights or flights of any other carrier), or for failing to operate any flight according to schedule, or for changing the schedule of any flight.
  
  Our records show we sent you three emails advising of the change and your options.  I have sent the emails you were sent. 
  
  Our records show you were previously assisted. Your booking was cancelled as requested. A full refund was issued on 05/21/25. $125.98 was refunded to the **** ending in 7936. 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.
  
  Spirit does not provide reimbursement or compensation for schedule changes.
  
  
  We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.

• Initial Complaint

  Date:05/21/2025

  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 am writing to formally file a complaint against Spirit Airlines for their failure to adhere to their own policies regarding baggage claims. I submitted a claim for reimbursement after discovering on 4/9/25 that my luggage was both damaged and items were stolen during a Spirit Airlines flight. Per Spirit Airlines stated policies, claims of this nature are to be investigated and responded to within a 30-day timeframe.However, it has now been well beyond that 30-day period, and I have not received any communication, resolution, or reimbursement from Spirit Airlines. I have attempted to follow up multiple times, but I have either received no response or been given vague, unhelpful answers with no indication of when or if my claim will be addressed.This delay is not only frustrating but unacceptable, as it reflects a lack of accountability and disregard for consumer rights. Spirit Airlines failure to follow their own timelines and properly investigate my claim has left me with damaged property, financial loss, and no resolution in sight.

  Business Response

  Date: 05/22/2025

  Hi Nowajah, 
  
  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 your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.
  
  Know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.
  
  You can use the link (******************************************************************) to initiate/update your mishandled bag claim. 
  
  Please stay in direct contact with your claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.  
  
  
  Have a wonderful day!

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23358287
  
  I am rejecting this response because: 

  Dear Spirit Airlines Customer Support, 

  
  I am writing to express my continued dissatisfaction regarding the status of my unresolved claim. It has now been over a month since I initially filed the claim, and despite multiple follow-ups, I have yet to receive a meaningful update or resolution.
  
  
  Each response I receive appears to be a generic reply, repeating the same statements without offering any progress or clear timeline. This pattern of communication is unacceptable and deeply frustrating, especially given the financial loss I incurred due to the mishandling of my items.
  
  
  I expect Spirit Airlines to treat this matter with the seriousness it deserves. A resolution is long overdue, and I am requesting that this issue be escalated immediately for proper review and compensation.
  
  
  Please respond with a concrete update and resolution timeline as soon as possible. I appreciate your prompt attention to this matter.
  
  
  
  
  
  Sincerely,
  
  Nowajah *****

  Business Response

  Date: 05/23/2025

  As previously statted, all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.
  
  You can use the link (******************************************************************) to initiate/update your mishandled bag claim. 
  
  Please stay in direct contact with your claim's specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.  
  

  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: 05/26/2025

   
  Complaint: 23358287
  
  I am rejecting this response because:
  
  I am writing to express my continued dissatisfaction regarding the status of my unresolved claim. It has now been over a month since I initially filed the claim, and despite multiple follow-ups, I have yet to receive a meaningful update or resolution.
  
  
  Each response I receive appears to be a generic reply, repeating the same statements without offering any progress or clear timeline. This pattern of communication is unacceptable and deeply frustrating, especially given the financial loss I incurred due to the mishandling of my items.
  
  
  I expect Spirit Airlines to treat this matter with the seriousness it deserves. A resolution is long overdue, and I am requesting that this issue be escalated immediately for proper review and compensation.
  
  
  Please respond with a concrete update and resolution timeline as soon as possible. I appreciate your prompt attention to this matter.
  
  
  
  
  
  Sincerely,
  
  Nowajah *****

• Initial Complaint

  Date:05/20/2025

  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 Spirit flight Booked on April 9th 2025 was scheduled for May 14, 2025, but it was delayed multiple times and ultimately canceled after 9:00 PM, citing Air Traffic Control and weather-related disruptions.However, other carriers operating at the same airport continued to delaybut not canceltheir flights and were eventually cleared to fly. Spirit, instead, chose to cancel the flight altogether, which I believe was a premature decision that was not aligned with industry standards that day. I was still able to fly to my destination by purchasing a last-minute flight with another airline at a significantly higher cost, just to attend my graduation the following day.I contacted Spirit requesting reimbursement or at least a travel credit for the extra cost, but they refused on the grounds that the cancellation was due to uncontrollable factors. I understand the *** does not require airlines to reimburse for weather-related cancellations, but I believe Spirit did not exhaust all options to delay and continue service as other carriers did. This puts Spirits operational decision in question.I am seeking the BBBs review of this matter to determine if Spirit followed reasonable practices, and to ask that Spirit be encouraged to offer goodwill compensation, such as a travel credit, for passengers who are forced to rebook under these avoidable circumstances.I am attaching copies of my Spirit itinerary, cancellation email, and receipt for the alternate flight I purchased.

  Business Response

  Date: 05/22/2025

  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 turned cancellation caused. 
  
  Our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, your ATL-EWR 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.
  
  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 a refund was issued. $35.99 was credited back to your MASTER card ending in 1738 on 05/15/2025. Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution.
  
  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!