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:05/20/2025
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.
We booked our flight from *** to LAS on 1/11/25. On 3/10/25, they changed our original non-stop flight to a flight switching planes that would take an entire day without asking us. On 3/12/25, they changed our return flight to 5:15 a.m. On 5/15/25, they notified us 10 hours before departure that the flight had been disrupted and will no longer be operating as planned providing no explanation as to why. We then had to incur charges of $674.96 plus $40.00 for baggage from American Airlines to get back home. We are not looking for any Spirit Airline vouchers as we would never fly with them again. They are not a dependable airline. We are looking to be reimbursed by check from Spirit for a total amount of $714.96 that we needed to pay to get back home. We appreciate your assistance in a positive resolution to this matter.
Customer Answer
Date: 05/22/2025
I also want it known that when I went on Spirit after receiving the text from them, that the site stated there were no available flights going back to ******** Then for many hours, I continued to receive non stop text messages from Spirit and the moment I would click on them, the messages disappeared.
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 booking issue in reference to your Schedule Change and cancelled flight.

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.

Upon review, our records show on 03/24/25 you accepted the Schedule Change. Your LAS-ORD 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. $96.40 was credited back to your **** card ending in 6520 and $273.98 issued back as a Reservation Credit on 05/19/2025. 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.

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: ?XNS26A

Amount: $273.98

Expiration date: May 22, 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: ******************************************************************************************************************************

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!

Customer Answer
Date: 05/29/2025

Complaint: 23354823

I also want it known that when I went on Spirit after receiving the text from them, that the site stated there were no available flights going back to ******** Then for many hours, I continued to receive non stop text messages from Spirit and the moment I would click on them, the messages disappeared.

Sincerely,

**** *******
Business Response
Date: 06/03/2025
As previously stated, Upon review, our records show on 03/24/25 you accepted the Schedule Change. Your LAS-ORD 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. $96.40 was credited back to your **** card ending in 6520 and $273.98 issued back as a Reservation Credit on 05/19/2025. 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.

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: ?XNS26A

Amount: $273.98

Expiration date: May 22, 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: ******************************************************************************************************************************

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.
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: 06/09/2025
Your airline is completely unreliable. We have learned our lesson. Hopefully you will merge with a reputable airline and we can utilize our credit with them.
Customer Answer
Date: 06/10/2025

Complaint: 23354823

Your airline is completely unreliable. We have learned our lesson. Hopefully you will merge with a reputable airline and we can utilize our credit with them.

Sincerely,

**** *******
Initial Complaint
Date:05/20/2025
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 tickets for my grandmother and I and requested wheelchair services for her. There was no one present to take her into the airport and assist her. I then checked my luggage. My luggage was damaged and I had just purchased it the day before my travels. I ***orted my luggage issue to an agent in the airport she told me to scan the ** code. Which I did but still I was told to come tact them. The *** at the airport lied to me and I almost missed the cut off time to ***ort my damaged items. Then upon my return there was no assistance in ******* to help my grandmother to the e plan the entrance we blocked and I had to wheel here there. I lost time and money having to schedule a Lyft ride to get use home.
Business Response
Date: 05/22/2025
Hi Brookelynne,

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'm so sorry that your recent experience with us was not pleasant. Ive gone ahead and forwarded this incident to our Disability Specialist for further review. Once the reports are gathered, theyll be in touch with you. The investigation may take some time to complete.

Have a great day!
Customer Answer
Date: 05/22/2025

Complaint: 23353839

I am rejecting this response because: The company has not contacted me to get resolve the issue with

Sincerely,

Brookelynne ********
Business Response
Date: 05/22/2025
As previously stated, Ive gone ahead and forwarded this incident to our Disability Specialist for further review. Once the reports are gathered, theyll be in touch with you. The investigation may take some time to complete. You were just advised of you concerns being forwarded, there is no way for them to review and respond that quickly. You need to allow them time.
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.
Formal Complaint Regarding Flight 2067 (Confirmation #DNH74N)Dear Spirit Airlines Customer Service,I am writing to formally file a complaint regarding the unacceptable experience I had on Flight 2067, confirmation #DNH74N.Passengers, including myself, were boarded and seated when we were told that a flight attendant had been reassigned to another flight, leaving the crew short-staffed and forcing everyone to deplane. Staff assured us wed re-board by 11:15 PM and mentioned a voucher due to the delay exceeding two hours. However, the staff member was rude, dismissive, and unhelpful.We re-boarded around midnight and were told departure was scheduled for 12:45 AM. At 12:50 AM, we were deplaned again without clear reasoning. Passengers were left confused, exhausted, and frustrated. We were then told wed be rebooked on a 6:45 AM flight. I was informed of rebooking and hotel options, but upon approaching the front desk, I was met with unprofessionalism. One staff member said, Were tired and want to go home, and refused to assist.Later, I received an email rebooking me for 5:00 PM the next day. No hotel voucher was given despite the overnight delay and multiple failed departures. When I asked the supervisor for help, I was directed to customer servicefurther delaying my ability to secure overnight accommodations.I requested a $300 voucher to rebook with another airline to attend a family funeralthis was denied. To make matters worse, a customer service representative lied about policy and ended our chat when questioned, only sending a generic handbook with no proof of agreement.This experience showed poor planning, communication, and care. I am missing a funeralan event that cannot be rescheduledand the emotional toll is immeasurable.I am requesting:1.A full explanation of what happened 2.Reimbursement of out-of-pocket expenses 3.A $300 voucher as goodwill 4.Confirmation Spirit will review its protocols I expect a prompt response.
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 booking issue in reference to your delayed flight and recent experience.
Our records show you are currently being assisted on case-CAS-*******-N9S5Y9. On 05/20/25 you were asked to submit the required documentation to submit your reimbursement request. As od 05/22/25 you have not replied. You must reply to the case you are being assisted on with all of the requested information in order for your request to be submitted.
Initial Complaint
Date:05/19/2025
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 canceled my reservation through Spririt official platform. According to their published policy, guests who cancel reservations are eligible for either a full refund (if canceled within 24 hours of booking for flights 7 or more days out) or a Reservation Credit for the value of the reservation, excluding Go fare type.I canceled my reservation in accordance with their policy guidelines and well in advance of the scheduled departure time. My fare type is also not Go type. However, I did not receive any refund or Reservation Credit following the cancellation.
Business Response
Date: 05/19/2025
Hi Longbo.

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.

I've reviewed your account, and I see that you booked through a third party. As we are separate entities, each responsible for the services offered, we have no control over how the third party displays our optional services on their website. Spirit is not liable or responsible for any booking issues when guests use third-parties or travel agencies.

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, our record shows that this reservation was cancelled as requested via the Spirit website. The booking was secured on 05/16/25 and cancelled on 05/19/25, outside of the 24-hour/7-day refund window. There is no refund or credit due.

You were advised of the cancellation policy and fees and had to accept in order to proceed, you confirmed the cancellation, the cancellation fees were applied, and an email confirmation was sent. As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable.

Have a great day!
Initial Complaint
Date:05/19/2025
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.
On 4/7/25, I drove to *************, ** to make a Spirit Reservation. I used the form at the airport to purchase two tickets. I decided to purchase Go Comfy which included middle seat blocked, carry on bag and no change or cancel fee. I selected for my eight year old granddaughter to have seat 5A on 8/31/25 and seat 5A on 9/3/25. I selected seat 5 C for me. The flight was from *************, ** to *******, **. On 5/15/25, I received email addressed to my eight year old granddaughter that they wanted to move her seat to give her 4 more inches of leg room and to no longer have the blocked middle seat. I attached the email from Spirit. I called the Airlines and told them I wanted the same arrangements I paid for with no resolution. I checked online for my flight and they did not have the middle seat blocked. I think they are no longer offering that option. Which is fine proceeding however I purchased it and paid in full and they should not try to change my arrangements. I tried to book for same dates and Go Comfy did no longer include the middle seat being blocked.
Business Response
Date: 05/19/2025
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 the booking you cancelled with the seating issue.

As outlined and agreed upon in our Contract of Carriage, Schedules and aircrafts 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.

Spirit is continuously evolving to better serve our guests. the blocked middle seat is being phased out, which is why you were advised of your options. Our records show you requested a refund. On 05/18/25 a full refund was issued. $712.00 was refunded to the MASTER card 6181. 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.

Although we cannot change your recent experience with us, we sincerely wish to make amends. As a courtesy, I have issued you a Future Travel Voucher (FTV) in the hopes that you will utilize it and therefore allow us another chance to serve you again. I've provided the information for your voucher below:

Name: ******* TOMLIN
Future Travel Voucher: 57798682010600001
Amount: up to $30.00
Expiration date: May 19, 2026

Name: BRIELLA **********
Future Travel Voucher: *****************
Amount: up to $30.00
Expiration date: May 19, 2026

Future Travel Vouchers are valid for a single use with no remaining value after its use. It can only be used by the Guest it was issued to and is non-transferable. Future Travel Vouchers can only be applied to the flight portion of the base fare including carrier fees and taxes. It cannot be redeemed for cash and cannot be used for any other products including vacation packages, car rentals, bags, and seats. Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. You can redeem vouchers online at ************************** or by calling our ******************* at **************.

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:05/17/2025
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 invested in Spirit Airlines on the Robinhood platform.Spirit filed bankruptcy, restructured, started over new business with the invested monies and refuse to give any credit for previous investment.Contacted Spirit's public relations and received information of the new company not honoring any past investment from the Robinwood platform.Robinhood takes no responsibility for Spirit's decision not to honor past investment.Please help, investigate and advise, thanks.
Customer Answer
Date: 05/18/2025
From: Investor Relations <*******************************************************************>
Sent: Tuesday, April 29, 2025 12:01 PM
To: ******, ****** <***********************>
Subject: RE: Robinhood Investments

======================================================================================
THIS EMAIL ORIGINATED FROM OUTSIDE OF MHS. PLEASE EXERCISE CAUTION WITH ATTACHMENTS, LINKS, OR REQUESTED ACTIONS.
======================================================================================

All equity outstanding prior to our emergence from chapter 11 restructuring was cancelled and has no value. Consistent with the Plan of Reorganization, no new securities will be issued to the holders of such common stock.

For tax implications, please consult a financial advisor or tax specialist.
Business Response
Date: 05/19/2025
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 Spirit stock concerns.

As a result of the chapter 11 restructuring, all of Spirit's common stock outstanding prior to our emergence from chapter 11 was cancelled and has no value. Consistent with our chapter 11 Plan of Reorganization, no new securities will be issued to the holders of such common stock.

You would need to send an email to *********************************************************************** for any further assistance.

Have a great day!
Initial Complaint
Date:05/16/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Company: Spirit Airlines, Inc.Nature of Complaint: Denied Boarding Refusal to Provide Required Compensation On April 27, 2025, I was involuntarily denied boarding on Spirit Airlines Flight NK1121 from ****** to ****** (Confirmation: APDDNX). I was rebooked on two alternate flights (NK1281 and NK199) that delayed my arrival at my final destination by more than four hours.Under DOT regulations and Spirits own Contract of Carriage (effective March 26, 2025), I am entitled to 400% of my one-way fare (up to $2,150) due to the delay and involuntary nature of the boarding denial. The Contract of Carriage also states that Spirit Airlines is required to inform passengers of their rights and compensation options before any alternate arrangements are accepted. Spirit did not do this. Instead, they rebooked me on a connecting (layover) flight through a different U.S. city while I was in a foreign country without my verbal consent or permission. They sought volunteers and I DID NOT volunteer!! I had a family emergency that cost me a large amount because of this. I have contacted Spirits customer service multiple times. In one instance, I received a vague response that misclassified the incident as voluntary, and in another, I was addressed by a different passengers name suggesting a lack of attention or care. At no point have they addressed the central issue: that I was involuntarily denied boarding and am owed compensation. I also submitted a complaint to the *********************************, which is currently pending.I am requesting that Spirit issue the compensation I am entitled to under federal law and their published policy, and provide a formal explanation of their mishandling of this situation.Desired Resolution:Full payment of the owed compensation ($800, based on my one-way fare) and a written acknowledgment that I was involuntarily denied boarding and that the airline failed to comply with both *** regulations and its own Contract of Carriage.
Business Response
Date: 05/19/2025
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 recent flight.
Although rare, sometimes we must make difficult decisions in order to best utilize our resources. Rest assured; we will we continue to do all that we can to prevent this from happening.

Our station confirmed that all Guests were informed of the downgrade to a smaller aircraft. Volunteers were then solicited to go on the next available flight. If this is not feasible, a refund of the affected segment of the trip is offered. Our station confirmed that volunteer announcements had been made to be moved to a different flight. When you and your guest came to counter, you were offered to be volunteers. You thought about it and finally decided to accept. You were proved to the accepted flight and advised about the voucher you would be issued. This was not a denied boarding situation, you accepted the new flight and voucher. You were issued a $225.00 Future Travel Voucher. There is no further compensation due nor refund as travel has been fully boarded and completed.
I've provided the information for your voucher below:

Future Travel Voucher: 57670634082600001
Amount: up to $225.00
Expiration date: May 02, 2026

Future Travel Vouchers are valid for a single use with no remaining value after its use. It can only be used by the Guest it was issued to and is non-transferable. Future Travel Vouchers can only be applied to the flight portion of the base fare including carrier fees and taxes. It cannot be redeemed for cash and cannot be used for any other products including vacation packages, car rentals, bags, and seats. Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. You can redeem vouchers online at ************************** or by calling our ******************* at **************.

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: 05/19/2025

Complaint: 23339695

I am rejecting this response because:
Absolutely heres your updated, firmer BBB response with those key points added for clarity and

Thank you for your response, but I must formally and unequivocally dispute Spirit Airlines characterization of the events surrounding my April 27, 2025 flight.

I absolutely did not think about it and accept a volunteer offer. That statement is false. I was never given a proper explanation of my rights, nor did I consent to give up my seat. I was forced to choose between being rebooked or staying overnight in a foreign country which is not a choice, and certainly not voluntary. I was placed in an impossible situation and coerced into compliance, not given an informed option.

To be clear:

I did not volunteer to give up my seat.
I did not accept a voucher in exchange for anything.
I was never told this was considered a voluntary change.
In fact, friends and family traveling with me remained on the flight, and there were empty seats available that could have accommodated me.

This was an involuntary denied boarding, plain and simple. Spirit failed to follow its own policy (Section 9.4 of the Contract of Carriage), which requires providing written notice of rights, compensation options, and informed consent before any changes are made. None of that happened.

I arrived at my final destination more than four hours later, which under DOT regulation 14 CFR Part 250 and Spirits own policy qualifies me for cash compensation of 400% of my fare, up to $2,150. A non-cash voucher issued after the fact without my consent does not satisfy these requirements.

I respectfully request this matter be re-reviewed and resolved lawfully. I will continue pursuing this through the ********************************* and am prepared to escalate further if necessary.

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

Business Response
Date: 05/21/2025
As previously stated, our station confirmed that all Guests were informed of the downgrade to a smaller aircraft. Volunteers were then solicited to go on the next available flight. If this is not feasible, a refund of the affected segment of the trip is offered. Our station confirmed that volunteer announcements had been made to be moved to a different flight. When you and your guest came to counter, you were offered to be volunteers. You thought about it and finally decided to accept. You were proved to the accepted flight and advised about the voucher you would be issued. This was not a denied boarding situation, you accepted the new flight and voucher. You were issued a $225.00 Future Travel Voucher. There is no further compensation due nor refund as travel has been fully boarded and completed.
I've provided the information for your voucher below:

Future Travel Voucher: 57670634082600001
Amount: up to $225.00
Expiration date: May 02, 2026

Future Travel Vouchers are valid for a single use with no remaining value after its use. It can only be used by the Guest it was issued to and is non-transferable. Future Travel Vouchers can only be applied to the flight portion of the base fare including carrier fees and taxes. It cannot be redeemed for cash and cannot be used for any other products including vacation packages, car rentals, bags, and seats. Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system. You can redeem vouchers online at ************************** or by calling our ******************* at **************.
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:05/16/2025
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.
Spirit Airlines Flight Confirmation QNRG9A (Total Fare: $237.98 for two passengers):Flight NK2216 from ******* to ****** on Sunday, May 11, was delayed by 5.5 hours, arriving well past midnight instead of before 7 PM. I was unable to adjust my schedule, as I needed to be in ******** the following day. As a result of this significant delay, I incurred additional out-of-pocket expenses, including transportation and meals.When I contacted Spirit by phone to request compensation, the representative informed meafter checking with her managerthat I would receive a full refund of my ticket price. She said I needed to finalize this via Spirits chat service. However, when I followed up with a chat agent named *****, he was unprofessional, dismissive, and ultimately reneged on the refund offer previously extended to ***** is unacceptable for a company to make a clear promise and then backtrack without explanation. I spent over two hours trying to resolve this issue. Spirit not only disrupted my travel plans with a 5.5-hour delay but also failed to honor its commitment. Im requesting that Spirit follow through and issue a full refund as originally promised.
Business Response
Date: 05/19/2025
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.

We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. Ive shared your comments with the *********************************** Team for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

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 travel has been fully boarded and completed. Spirit does not issue refunds for services rendered.

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!
Customer Answer
Date: 05/19/2025

Complaint: 23339369

I am rejecting this response because: In their response, Spirit Airlines is not addressing my point that a Spirit representative promised me a full refund of my ticket price (her words). I invite Spirit to listen to the recording of my phone call with this representative or speak with her or her manager, who approved this. Spirit must deliver on its *******************************************************
Business Response
Date: 05/21/2025
As previously stated, 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 travel has been fully boarded and completed. Spirit does not issue refunds for services rendered.

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.
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: 05/24/2025

Complaint: 23339369

I am rejecting this response because:

As I have clearly stated before, Spirit has yet to address the central issue: I was explicitly offered a full refund in cash by a Spirit representative during our conversation. These were not ambiguous remarks they were a direct offer.
I am simply demanding that Spirit honor the commitment it made. Is that unreasonable? I think not.
It is both disingenuous and deeply disrespectful that Spirit continues to ignore this point. This evasiveness raises serious questions about Spirits integrity and reliability as a company. By refusing to acknowledge its own representatives promise, Spirit is effectively admitting it is aware of its legal and moral obligation to issue a full cash refund and is deliberately choosing to disregard it.
Let me be clear: repeating a scripted, evasive response in hopes that I will relent is not only insulting but entirely ineffective. I will not be dismissed or ignored. I am holding Spirit fully accountable to the offer made to me, and I expect a full refund in cash, as was *******************************************************
Initial Complaint
Date:05/15/2025
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 called to extend a return date to the following day. I was very adamant on the call i did not want to lose my current flight perks (Big front seat ect) as i am a platinum member. I was advised on a recorded line if i used my points and payed a fee they could make the change. The day of the flight upon check in i determined that was not the case. I had to pay an additional $500 to add what i was told was going to be there. I have requested for a supervisor to pull the call and call me back. It has been weeks and no one has called, agents are not leaving notes.
Business Response
Date: 05/16/2025
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 modification you made.

We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know.

Reply with the date, time and phone number you called from for the stated call so that reports can be pulled. Your booking shows no calls for any modifications or cancellations.

Have a great day!
Initial Complaint
Date:05/14/2025
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.
This complaint is on behalf of ****** ******, in reference to the flight credit of $197.72 that I was issued for a cancelled flight in August 2024, due to a medical emergency. He suffered a BRAIN ANEURYSM while on vacation in the ****************** last year, and was hospitalized there and had to undergo multiple surgeries, which resulted in the loss of his eyesight. Further, he's still under treatment and cannot travel. The flight credit of $197.72 expires August 5, 2025, so I am asking Spirit Airlines to issue a REFUND since the credit can't be used. This is an unusual circumstance, which has had a huge impact on his life, and is to no fault of his own. Requesting a one time exception.
Business Response
Date: 05/16/2025
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 you are unable to make use of your Reservation Credit.

Guests who have a medical emergency that will not allow them to travel must submit documentation to validate the emergency.

We did not receive an attachment with your query. Kindly reply to this email with an attached copy of your doctor's note/medical documentation. Medical documentation must include the following Organizational letterhead, the issue date, the Patients name, the Period of treatment if applicable, and name & signature of the Physician.

As soon as it's received, we will review it and provide a resolution.

Kindly attach the required documents as PDF, JPEG, or PNG of the files for review.

As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable.

We're always eager to help and make sure that our Guests' needs are attended to. I look forward to your correspondence.

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