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

4,301 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:05/14/2025
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.
Dear *********** am writing to formally lodge a complaint against Spirit Airlines regarding a flight cancellation on April 28, 2025, and the subsequent refusal to reimburse my expenses incurred due to this cancellation.On the aforementioned date, I was scheduled to fly with Spirit Airlines from ********* to ******. However, the flight was canceled due to alleged weather conditions. Consequently, I had to purchase a ticket with United Airlines to reach my destination, incurring additional costs.The airlines may cancel flights due to weather conditions. However, the weather report shows a good weather condition in LAS and EWR. Also, I find it questionable that United Airlines operated a flight on the same route, departing just 60 minutes after the canceled flight, without any weather-related cancellation. This is the flight I actually took to my home. This raises concerns about the validity of the weather-related cancellation claim by Spirit Airlines.I believe it is unjust for Spirit Airlines to avoid compensating passengers under the guise of weather-related cancellations when other airlines were operating normally under the same conditions. Spirit Airlines only offered to refund the return ticket from LAS to EWR, amounting to $115 and a $30 voucher, but I had to spend an additional $420 due to their last-minute cancellation notice. I kindly request your assistance in investigating this matter and ensuring that Spirit Airlines takes responsibility for the expenses incurred due to their cancellation.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,Zhaoyi
Business Response
Date: 05/16/2025
I am truly sorry for the overall experience and for any interruption to your travel plans. I can only imagine your frustration, this delay caused.

Your 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 full refund was issued. $162.17 was credited back to your **** card ending in 1530 on 03/18/2025. 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.

However, I do see Future Travel Vouchers were issued to you, you should have received an email with the details. If you did not receive the voucher details, I can resend the email if needed.

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: a la carte seats, 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. You dont have to fly by the expiration date, just make a reservation before it expires. 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: 05/23/2025

Complaint: 23330459

Dear Spirit Airlines Customer Service,
Thank you for your response. While I appreciate the refund for my unused segment, I must respectfully reiterate my concern.
You mentioned that the cancellation of Flight [ NK 289 on April 28, 2025, was due to an *** weather-related directive. However, United Airlines operated a flight on the same route only 60 minutes later, which I personally took. If the weather or *** directive had truly rendered the route unusable, United would likely have been subject to the same restrictions. This raises serious doubts about whether the cancellation was indeed outside of Spirits control.
I request that Spirit Airlines provide documentation supporting the *** directive or ***-mandated flight cancellation. In the absence of such proof, I believe this event constitutes a controllable cancellation, which would make Spirit responsible for covering the cost of alternate transportation.
Thank you for your attention and I look forward to your response.

Sincerely,

****** ***
Business Response
Date: 05/27/2025
As previously stated, your LAS-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.
The information you are requesting needs to be made directly with the FAA/ATC.
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: 05/30/2025

Complaint: 23330459

I am rejecting this response because:
As Spirit Airlines has declined to provide documentation supporting the *** or *** directive allegedly responsible for the cancellation of my flight from ********* (LAS) to ****** (EWR) on April 28, 2025, and continues to deny reimbursement for my out-of-pocket expenses, I have formally submitted a complaint to the ********************************* (***) for further investigation.
Going forward, I will await the **** response and recommendations regarding this matter. At this point, I will not continue independent correspondence with Spirit Airlines, and I trust that all further communication related to this case will proceed through the appropriate federal regulatory channels.

Sincerely,

****** ***
Initial Complaint
Date:05/14/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an issue with Spirit Airlines back on July 21st of 2024. I booked an trip from ************ to ******* CA. While on the trip an issue happened with ********* (which I wasn't aware of being on an airforce base)which caused an huge blackout with many different airlines and other companies. I recieved an email the night before my return flight to check in for the next mornings flight, I did as instructed but couldn't check in my luggage so it stated to contact them before the flight for the next day. The next day came I contacted Spirit and the young lady on the phone stated my flight was cancelled. I was concerned and upset because I wasn't sure when my return flight was going to be. The young lady on the phone stated she could get me a flight a few days later and me being concerned about my job and coverage I asked should I cancel my flight and rebook with another airline? She stated yes but NEVER explained that there was a shortage or blackout with the airlines due to this ********* issue. So I did and tried to rebook my flight with other airlines with no success. So I went on Spirit's app on my phone and tried to book a flight home. I found one and started the booking process and check out. As I was checking out the Spirit app informed me that the flight was cancelled. I thought ok the check out process got stopped let me try again and booked my flight home way more out of pocket then when I purchased the the first orginal flight that was cancelled by Spirit. I finally get home few days later looked at my bank account and I was charged twice by Spirit for 2 different flights! I contacted Spirit and they stated I didn't cancel my flight 24 hr/7 days in advance due their policy. But how could I cancel if it was cancelled by whoever and then I retry again for a different flight. So I paid for 2 flights but only took one. So Spirit stated they would give me a credit but had to use it within a year. After going back and forth with them they took my credit back
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 truly apologize for any difficulties encountered with your reservation. Our records show the MASTER card on file is currently in dispute. Any credit card disputes received by our accounting department will be investigated and handled in conjunction with the financial institution. As such all funds have been frozen until the ***** business days investigation has been cleared. At this moment we do not have any further information to provide, and we also cannot refund or issue any compensation as there is an investigation underway. Please contact your financial institution for further assistance.

Have a great day!
Customer Answer
Date: 05/20/2025

Complaint: 23329280

I am rejecting this response because: THIS ISSUE HAS BEEN GOING ON SINCE JULY OF ******************************************************************* THE HANDS OF SPIRIT AIRLINES I HAVE ALSO SPOKEN WITH MANY PEOPLE FROM SPIRIT WITH NO RESOLUTION

Sincerely,

**** ****
Business Response
Date: 05/21/2025
$579.16 has been refunded to the **** card ending in 9530. 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.
Customer Answer
Date: 05/21/2025

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:05/14/2025
Type:Billing 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 November 20th, 2024, A reservation for two people was made as follows:Departing from ******, ** on the 8th of January, 2025, stop over in *************** final destination, ********* *********Returning on January the 24th from ************, ********, stop over in ***************, final destination, ******, ***********This reservation was charged to my Citibank Credit Card on the 20th of November for the amount of $ ******.This trip was to celebrate my Mother's in law 95th birthday on the *********************.On *******************, we received a phone call informing us that she has passed.I call Spirit Airlines in order to amend the departing date from January the 8th to January the 3rd, as well as the city of final destination, landing in ************ instead of *********. The return flight was to remained the same, returning January the 24th, 2025.The customer service I spoke with, for some reason unknown to me, decided to cancel the entire reservation instead of amending it and proceed it to book an entirely new one, this time, charging the new reservation , without my authorization, to our Spirit Airlines credit card for $789.16. An additional fee for the changes was also charged in the amount of $67.82, which I agreed to it. These charges were posted on January the 2nd, 2025.Since we were flying GO BIG, is the company policy not to charge additional fees for changes or cancellations Since the first reservation was cancelled on the ******** Credit Card, the amount of $****** must and should be returned.
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 truly apologize for any difficulties encountered with your reservation. Our records show the MASTER card on file is currently in dispute. Any credit card disputes received by our accounting department will be investigated and handled in conjunction with the financial institution. As such all funds have been frozen until the ***** business days investigation has been cleared. At this moment we do not have any further information to provide, and we also cannot refund or issue any compensation as there is an investigation underway. Please contact your financial institution for further assistance.

Have a great day!
Customer Answer
Date: 06/01/2025

Complaint: 23328124

I am rejecting this response, because:
The way funds are being returned.
On November the Citibank account was debited by a total of $ 829.76 and on January, the Spirit Airlines Card was charged by a total of $856.98
The way funds were returned were as follows"
Citibank Credit Card: $414.88
Spirit Airlines Credit Card: $ ****** and $*****. The ***** has not been credited yet.
Below is a copy of the email from Spirit Airlines, detailing the returned of refunds
On May 22, 2025, at 11:23?AM, Customer Support <*********************************************************************************> wrote:
Hello *****,

Thank you for your patience while we investigated your concerns.

A refund in the amount of $414.88 has been issued to Mastercard x7442 and $***** to MC x4055, on May 20, 2025. $****** has been issued to MC x4055 on May 22, 2025. Refunds are processed immediately on our end but may take up to 7 business days to reflect on the account. Please be advised, once a refund is issued, we are no longer in possession of the funds. Kindly refer to your financial institution for further assistance regarding your refund if necessary.

If you have any other questions or concerns, please feel free to reach out again.
I responded by asking the reasons why refunds were returned in different amounts to different credit cards.
See below my response.
Would you be so kind to explain to me why different amounts are processed? What each one of them represents?

What happened to the miles taken? Are these miles being returned, also?

Total funds returned $ 735.48

Difference to the amount debited to Citibank Credit Card $ 94.28

Difference to the amount debited to Spirit Airlines Credit Card: $ 121.50

This has and still, a big nightmare.

Extremely dissatisfied with your solution to this matter.
Sincerely,

***** *********
Spirit refuses to give any explanations on the way funds were returned.
I have never, ever since such accounting/billing practices.
Their billing and accounting practices should be inveatigated by thr proper authorities.
This complaint must be investigated further.

Business Response
Date: 06/04/2025
Our records show you were assisted on another case. A refund in the amount of $414.88 has been issued to Mastercard x7442 and $50.00 to MC x4055, on May 20, 2025. $270.60 has been issued to MC x4055 on May 22, 2025. Refunds are processed immediately on our end but may take up to 7 business days to reflect on the account. Please be advised, once a refund is issued, we are no longer in possession of the funds. Kindly refer to your financial institution for further assistance regarding your refund if necessary.
Customer Answer
Date: 06/04/2025
Not pleased with the outcome of this dispute with Spirit Airlines and do not agree with their solution.
Funds were returned to two different credit cards and the sum of them do not amount to any of the debits processed to either credit card.
Let me remind you, that the charge to the Spirit Credit Card was NOT EVER authorized by me.
Until a detailed explanation of how and why the funds were return in three different amounts and to two different credit cards, I will not be satifsied.
Please ask Spirit to provide specific details on how they arrived to these three different amounts and why refunds were allocated the way they did.
***** *********
Customer Answer
Date: 06/05/2025

Complaint: 23328124

Not pleased with the outcome of this dispute with Spirit Airlines and do not agree with their solution.

Funds were returned to two different credit cards and the sum of them do not amount to any of the debits processed to either credit card.

Let me remind you, that the charge to the Spirit Credit Card was NOT EVER authorized by me.

Until a detailed explanation of how and why the funds were return in three different amounts and to two different credit cards, I will not be satifsied.

Please ask Spirit to provide specific details on how they arrived to these three different amounts and why refunds were allocated the way they did.

Sincerely,

***** *********
Initial Complaint
Date:05/14/2025
Type:Delivery 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 overcharged my son for baggage. i am handling the complaint and have a number of emails with them under ****************** they claim it was their oversight, they made a mistake, however refuse to issue a refund. i asked this be escalated to their office of the president and they refused.
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 Spirit's bag policies and fees.

Your ticket includes a free personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (18x14x8 inches) at the check-in counter, and at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur an additional charge. Keep in mind that baggage prices are cheaper when purchased in advance and online. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. Keep in mind that Guests can pre-pay for their baggage. Our team can verify that a bag is pre-paid for when their boarding pass indicates ancillaries. All baggage charges are non-refundable. The baggage sizes are listed on our website at the link below for your review: *******************************************************

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

Have a great day!
Customer Answer
Date: 05/16/2025

Complaint: 23328058

I am rejecting this response because:

Sincerely,

****** For ******** Zamora ****** (for ******** ******) you continue to fail to explain why you charged for one leg and did not charge for the other leg of the flight with the exact same bag which should not have been charged in the first place.
Business Response
Date: 05/19/2025
As previously state, your ticket includes a free personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (18x14x8 inches) at the check-in counter, and at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur an additional charge. Keep in mind that baggage prices are cheaper when purchased in advance and online. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. Keep in mind that Guests can pre-pay for their baggage. Our team can verify that a bag is pre-paid for when their boarding pass indicates ancillaries. All baggage charges are non-refundable. The baggage sizes are listed on our website at the link below for your review: *******************************************************

To better assist you, provide your confirmation code, and e-mail address used when booking your reservation. Additionally, if your name is not associated with this booking we will not be able to assist.
Customer Answer
Date: 05/19/2025

Complaint: 23328058

I am rejecting this response because:

Sincerely,
******** ****** /******
Spirit is asking for data already provided to them and piling on requests as a retaliatory move because i have filed a complaint. Spirit, please read the emails and review your phone calls with your agents. you have everything you are asking for here but as a courtesy i will provide it again... i am asking for a refund for your overbilling mistake. you have my email it's *************** and you have my confirmation code RIY4QF. I also require any communication also be cc;d to a *************************** Sincerely, ******** ******
Business Response
Date: 05/19/2025
Your name is not associated with this booking. Due to privacy policies and for the security of our Guests, we are unable to provide information regarding a Guest to anyone not listed on that Guests booking. Only the listed guests on this booking can be assisted. They would need to file their own case. Once filed it will be worked in the order it was received.
Additionally, as outlined and agreed upon in our Contract of Carriage when securing a booking our fares, fees and ancillaries are non-refundable and non-transferable.
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: 05/19/2025

Complaint: 23328058

I am rejecting this response because:

Sincerely,
Spirit has overcharged me and is now refusing to respond to my BBB case which is indeed Also the booking email which was provided to them on the last BBB correspondence. Spirit is trying to say it is not a legitimate email address and that is fraudulent. it is a valid email address, this is a live case and they are refusing to correspond with it. they simply want this case to go away and overcharge me.

Business Response
Date: 05/21/2025
As previously stated, your name is not associated with this booking. Due to privacy policies and for the security of our Guests, we are unable to provide information regarding a Guest to anyone not listed on that Guests booking. Only the listed guests on this booking can be assisted. They would need to file their own case. Once filed it will be worked in the order it was received.

Additionally, as outlined and agreed upon in our Contract of Carriage when securing a booking our fares, fees and ancillaries are non-refundable and non-transferable.
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: 05/21/2025

Complaint: 23328058

I am rejecting this response because:

Sincerely,
This is unacceptable because your team has been working with me from the onset. Moreover, if you need contact with **** ****** you have it. We look forward to a refund as you made an error.
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.
I have a flight booked for today may 14, 2025 at 8:35 am the flight was delayed on spirit end I then called to ask for a credit or refund because due to flight being delayed Im going to miss my event they told me that since my flight is not delayed more than 2 hours I can not get a credit thats unacceptable seeing that the business caused the delay and not me
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 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 ORD-LAX flight was delayed due to a maintenance-related issue by just one hour. 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.

Your reservation reflects that you did not check-in for your flight or cancel it prior to the travel dates. If a guest does not board the aircraft for any reason, the flight is automatically canceled in the system and all remaining segments on the itinerary are automatically canceled. The flights cannot be reinstated, and the airfare is non-refundable.

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

Confirmation Code: HFJCPL
Amount: $27.99
Expiration date: May 16, 2026
(Travel does not have to be completed by that date; however, a new reservation must be secured).

The guidelines surrounding credits can be found on our website, **************************.

Here's the direct link for your convenience.

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

We hope to welcome you on board a future Spirit Airlines flight soon.
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 happened twice to me today. I booked a reservation online directly with Spirit Airlines. I used my credit card promo code and the website accepted the the code and it mentioned that the credit will be applied during payment. I completed the process and I was charged full price for the tickets. I called customer support and had a terrible experience with an employee named LAVENDER. 40 minutes with her and she still did not understand what to do. Spoke to her manager WYCLIFF who refunded me the tickets and told me to retry the process again. Second time around the exact thing occurred. Promo code applied but no discount. I want my 20% discount for both tickets reservation $148.59 Be prepared for FALSE ADVERTISING CLASS ACTION LAWSUIT.
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 issues in reference to using our promo code.

Our sale fares go fast! As you can imagine, our guests are bargain hunters and act fast on those deals! If this happens again, look at the low fare finder calendar on the flight availability page to see if theres a similar deal around that time. Please note that the value of the promotion does not apply to the Passenger Usage Charge (up to $19.99 per segment), Regulatory Compliance Charge (up to $7.00 per segment) or the Fuel Charge (up to $10.00 per segment) which are included in the 'Base Fare'. I do apologize for the inconvenience.

In order to best assist you, we need you to reply with a photo of the promotional code you stated you were able to use.

Have a great day!
Customer Answer
Date: 05/20/2025

Complaint: 23327197

I am rejecting this response because:
1. The information they sent does not appl to my situation.
2. Spirit Airlines website accepted the promo code and mentioned "discount will apply at payment"
3. They won't accept responsibility form a business standpoint and make the correction.
4. I have all copies of the chat where they bluntly lie to me. This is a terrible company I hope the pilots are better!
5. they never called me as asked.

Sincerely,

***** *****
************
Business Response
Date: 05/21/2025
Prices are dynamic based on, time of booking, city pairing, dates of travel, time of purchase, and demand. Flight demand varies by region, day of week, destination, and season. The price is not guaranteed until a booking has been fully confirmed.

I shared the picture you submitted with our Marketing Team who confirmed that the promo code used did not come from Spirit. We also checked all of the email you were sent in the last 90 days, and no promotions offers were sent to you. As so, the amount charged is correct.

Spirit is not liable or responsible for any booking issues when guest use offers or codes outside of Spirit's platforms.
Customer Answer
Date: 05/21/2025

Complaint: 23327197

I am rejecting this response because:
Prices are dynamic based on, time of booking, city pairing, dates of travel, time of purchase, and demand. NOT RELEVANT TO MY CASE AS THE ***** CODE WAS ACCEPTED.
Flight demand varies by region, day of week, destination, and season.  NOT RELEVANT TO MY CASE.
The price is not guaranteed until a booking has been fully confirmed. NOT RELEVANT TO MY CASE.
As stated, the promo code was from capitol one shopping website. It did not come from Spirit airlines. THE ***** CODE WAS ACCEPTED BY YOUR WEBSITE AS SHOWN IN THE PICTURE SUBMITTED.
WHEN YOU LIKE TO ADDRESS THIS CONCERN WITH THE ***** PLEASE REACH OUT. YOUR EXCUSES ARE NOT RELEVANT.
Sincerely,

***** *****
Initial Complaint
Date:05/12/2025
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.
We had reservations from ************** to fly to ***** round trip for 5/23/25 - 5/27/25 for 3 passengers. The flight my daughter ******** paid it with her credit card. I then her mother ****** ***** paid for seats selection round trip paying $216, using my own credit card. So we kept getting notifications about ************** conditions and we also saw in the news that ****************** indeed has alot of issues. So I immediately go to Spirit app to change our reservations, but in order to not pay again I had to cancel that reservations IN9M5A. I called Spirit Airlines because they gave my daughter a credit for $1058.94. I never received my credit for the seats I purchased using my card. What they did was put it with my daughters credit. I paid for seats not her. This trips we had ******* included. So I asked the agent to help me rebook our trip leaving out of ***************** instead of ******. The new trip GNHGNQ, now we had to pay additional $314 for our new booking, but NO seat selection nor carryon are NOT included. Why? But we had it in our 1st trip. We did not want to change airport, ****** is 20 minutes from home and now ********* is 2 hours away, why would we want to do this. It's terrible that customer service could not help me. The hazard conditions that ************** is having, short staff of air trafficcontrollers, out dated radars and construction is not our fault, why are we being penalized? They Spirit could of accommodated us by not charging us again for seat selection and allow us to bring carryon bags. Service was terrible.
Business Response
Date: 05/14/2025
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 cancelled and rebooked.

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.

Our current travel advisory for *************, "there may be times when severe weather or other unexpected events impact Spirit's normal operations. During these times, Spirit may issue a flexible travel policy to accommodate our guests who may need to change their travel plans." The current waiver allows for changes to and from ******, only, any other airport will incur the applicable fees and fare difference. I have provided the link below for reference.

Travel Advisories | Spirit Airlines

Our records show, confirmation code IN9M5A was cancelled via the Spirit website on 05/07/25. A full Reservation Credit was issued. When a booking is cancelled or modified by a guest as Reservation Credit is issued as one for the fare and any ancillaries. Guest-initiated cancellations or modifications are not refundable. The full Reservation Credit was then used to secure a new booking, which is treated as such, confirmation code GNHGNQ. Ancillaries and the price paid does not roll over to a new booking.

Prices are dynamic based on, time of booking, city pairing, dates of travel, time of purchase, and demand. Flight demand varies by region, day of week, destination, and season. The price is not guaranteed until a booking has been fully confirmed.

Your new booking, confirmation code GNHGNQ shows that this reservation is confirmed and good to go.

We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!
Initial Complaint
Date:05/12/2025
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.
On April 26, 2025, I was booked on Spirit Airlines Flight NK936 from ********** (***) to ****** (EWR), scheduled to depart at 3:00 PM. I arrived at the airport by 1:00 PM and remained there for nearly 7 hours while the flight was delayed multiple times (to 5:45 PM, then 7:31 PM, then 9:49 PM) before ultimately being canceled around 8:00 ***** the time, gate agents informed us the cancellation was due to runway construction at ******. Our plane and crew were present at ***, and passengers were even boarded at one pointso weather in other regions clearly was not a factor. Due to Spirit's rolling delays and eventual cancellation, I was unable to reasonably rebook same-day travel. I had to rent a car and drive to ********* (CLT) to fly out the following day, incurring out-of-pocket expenses.I filed for reimbursement from Spirit for the following documented costs:Rental car: $84.05 Fuel: $19.00 Hotel: $128.92 Additional parking: $35.00 Total: $266.97 Spirit denied my claim, citing weather as the cause and claiming the event was uncontrollable under their Contract of Carriage. This contradicts their own staff's explanation, *** arrival data (which confirms flights were landing at *** during the window in question), and my firsthand experience. Spirit refused to provide evidence of any weather-related ground stop, and no alerts were posted at *** during this time.I believe Spirit Airlines is acting in bad faith, misclassifying the cancellation post hoc to avoid reimbursing passengers. Their actions violate basic consumer expectations and possibly federal rules requiring reimbursement in cases of cancellation or significant delay where alternate transport is arranged by the *********** a consumer, I request that the BBB intervene and assist in compelling Spirit Airlines to reimburse my reasonable expenses totaling $266.97.
Business Response
Date: 05/14/2025
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 cancellation caused.

Upon review, our records show you were previously assisted. Your concerns have been reviewed, and our position remains unchanged. To reiterate, your CHS-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 you were rebooked on the next available flight and travel has been fully boarded and completed. Spirit does not issue refunds for services rendered.

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

However, I do see a Future Travel Voucher was issued to you, you should have received an email with the details. If you did not receive the voucher details I can resend the email if needed.

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: a la carte seats, 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. You dont have to fly by the expiration date, just make a reservation before it expires. 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: 05/16/2025

Complaint: 23321076

Dear ******,

Thank you for your follow-up. I truly appreciate your time and attention.

That said, I must respectfully dispute several of the assertions in your message. Most notably, Spirits claim that Flight NK936 on April 26 was cancelled due to weather affecting the route is not supported by either real-time ******** or the circumstances on the ground. The aircraft assigned to our flight was already present at ******************************** (CHS), the crew was on-site, and we were fully boarded. Spirit gate agents informed us that the issue was operational at ****** (EWR)not weather-related. *** data also shows that *** continued to receive inbound flights during the same time window, undermining the justification given.

Moreover, you stated that I was rebooked on the next available Spirit flight. That is not accurate. I was rebooked to fly out of ********* (CLT), not **********. This required me to incur additional transportation costs to reach ***. I was also informed by Spirit representatives at *** that the next available Spirit flight out of ********** was not until Monday, April 28two full days later. That delay was unacceptable and made it necessary for me to seek immediate, alternative arrangements.

As a result of this disruption, my total out-of-pocket cost was $266.97 to facilitate my return home.

The $30 voucher offered by Spirit is, frankly, insulting. It does not come close to addressing the time, cost, and inconvenience I endured. It feels less like a good-faith gesture and more like an attempt to quiet a complaint on the cheap.

As a long-time Spirit customer, I truly hoped to resolve this matter directly with your team. Unfortunately, given Spirits continued refusal to accept responsibility or provide appropriate reimbursement, Ive had no choice but to file formal complaints with the following agencies:

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

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

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

Better Business Bureau

I remain hopeful that these organizations will encourage Spirit to do the right thing. If not, I am fully prepared to file a small claims case to recover the $266.97 owed, along with any related court costs.

I once again urge Spirit Airlines to reconsider its position and resolve this matter fairly and professionally before it escalates further.

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

Business Response
Date: 05/19/2025
In accordance with our previous exchange, your concerns have been reviewed, and our position remains unchanged. To reiterate, your CHS-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.

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: 05/19/2025

Complaint: 23321076

I am rejecting this response because: Thank you for your continued correspondence. However, I must note that your latest reply is both vague and evasive. Despite multiple specific points raisedbacked by publicly available *** data, real-time flight tracking information, and statements made by Spirit agents on the groundyou have chosen to repeat a generic explanation about weather-related ATC issues without addressing the concrete facts in dispute.
Your use of broad language such as weather nearby or even hundreds of miles away does not explain why Spirits own gate agents in ********** told passengers the issue was operational at ******, nor does it account for the fact that numerous flights successfully landed at *** during the same window. These omissions suggest a lack of transparency, not a thorough resolution.
Furthermore, you continue to misrepresent the accommodations offered. I was not rebooked on the next available flight out of **********, but rather offered a seat out of *********, requiring me to pay for additional ground transportation. The next available Spirit flight out of CHS wasnt until two days later, on April 28a delay that made that option entirely unreasonable.
Your reference to company guidelines is noted, but those internal policies do not override federal DOT regulations, nor do they absolve Spirit of responsibility when the facts indicate the cancellation was improperly classified.
To reiterate, I am seeking reimbursement of my documented out-of-pocket costs totaling $266.97, incurred solely due to Spirits mishandling of this cancellation. If you truly believe this matter has been thoroughly clarified, I invite you to explain, specifically and with evidence:
1. What precise weather event or *** directive grounded only NK936 while other EWR-bound flights continued?
2. Why Spirit gate agents cited Newark operational issuesnot weatheras the cause of cancellation?
I remain committed to pursuing this matter through every available regulatory and legal channel until it is resolved in good faith.
Sincerely,
******* ****
Business Response
Date: 05/19/2025
We have carefully reviewed your complaint and our resolution remains unchanged. There will be no further correspondence regarding this matter,
Customer Answer
Date: 05/19/2025

Complaint: 23321076

I am formally rejecting your response, as it is wholly unsatisfactory and fundamentally lacks merit.
To characterize your position as thoroughly clarified is, frankly, disingenuous. You have not answered the specific and well-documented concerns Ive raised, nor have you provided any meaningful justification for Spirits actionsonly a vague, boilerplate explanation regarding unspecified weather-related ATC decisions.
This response youve issued not only ignores the facts, but also fails to acknowledge Spirits legal obligations under DOT regulations and consumer protection statutes. Your continued refusal to engage substantively will only strengthen the record should this dispute require escalation in small claims court or with additional regulatory bodies.

I strongly urge Spirit Airlines to cease relying on canned language and instead address the specifics of this case with the seriousness and accountability it demands.
Sincerely,
******* ****
Initial Complaint
Date:05/12/2025
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 recently booked tickets on Spirit Airlines for me and my 5 kids. I tried booking online but each time I tried to pay it gave me an error message and would not let me book. I called in and booked over the phone.A: The phone agent did not tell me that it costs more over the phone.B: He charged me more for luggage.C: After buying 4 luggage's the gate agent charged me $125 for being 5 lbs. overweight in total on all 4 suitcases. She refused to allow us through unless I paid. She was extremely nasty to me and my kids.This is probably the worst experience from any flight I've ever taken.I called in to request a refund and the customer service *** was also unhelpful and could not care less.I would like a refund on all extra fees and compensation for the issues caused.
Business Response
Date: 05/14/2025
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 Spirit's checked bag policies and allotted weight.

As outlined and agreed upon in Spirit's Contract of Carriage, the checked bag size dimensions and weigh are Maximum of 62 linear inches (length + width + height; 158 cm) including handles and wheels and maximum of 50 pounds (22.6 kg) in weight. Any bag that exceeds these dimensions or weight limit is considered oversized/overweight and has a corresponding charge. Unfortunately, we cannot accept bags that weigh more than 100 pounds (45 kg) or that measure more than 80 linear inches (203 cm) in overall dimensions.

Our records show you were advised of the policy when 2 of the 4 bags you had were overweight. The agent advised you of the policy and applicable fees. You became upset and didn't want to pay the fee. You eventually complied and paid the overweight fee.

We are unable to honor your refund request. All Spirit bags and ancillary charges are non-refundable nor is any compensation due.

As outlined and agreed upon in our Contract of Carriage when securing a booking our fares, fees and ancillaries are non-refundable and non-transferable. Please know, that all Spirit bag charges are non-refundable. We appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy. 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.

We appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy.

Have a great day!
Customer Answer
Date: 05/16/2025

Complaint: 23320281

I am rejecting this response because: Spirit completely ignored the first part of my compliant.
(I recently booked tickets on Spirit Airlines for me and my 5 kids. I tried booking online but each time I tried to pay it gave me an error message and would not let me book. I called in and booked over the phone. A: The phone agent did not tell me that it costs more over the phone. B: He charged me more for luggage.)

Sincerely,

*** ********
Business Response
Date: 05/16/2025
Spirit is not liable or responsible for any booking issues when it relates to payments. On the phone call the agent apologized for your payment issues and advised they would assist. You were provided a full review of the booking and agreed, you were then transferred to the payment line to process the booking. At no point did you dispute the amount. You were not charged more for luggage. You were charged the current prices shown.
Prices are dynamic based on, time of booking, city pairing, dates of travel, time of purchase, and demand. Flight demand varies by region, day of week, destination, and season. The price is not guaranteed until a booking has been fully confirmed.
If there was a price dispute you should've mentioned it to the agent and should not have submitted, your payment.
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: 05/16/2025

Complaint: 23320281

I am rejecting this response because: At no point did the phone agent advise that the rate will be more than the online booking. You can check the recording.
Seems like you are looking for every excuse to continue taking advantage and ripping off customers. I spent almost $3500 on 7 tickets and your fighting over a small credit. This chows the type of company you really are.
I looked through the BBB history and it seems like you always have excuses why you are right. Its OK to be wrong sometimes. Next step will be smalls claims court or a class action that's being formed.

Sincerely,

*** ********
Initial Complaint
Date:05/12/2025
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.
On 5/5/2025, our flight from *******, ** to ****** was unexpectedly canceled. Due to urgent professional obligations both my wife and I had important meetings scheduled the following morning we were left with no option but to rent a car and drive overnight to *******This journey was extremely exhausting for our entire family, including our 3-year-old son. Following the trip, all three of us became sick, likely due to the physical toll of the overnight drive. What added to our frustration was the fact that other airlines were still operating flights along the same route that evening, raising questions about the necessity of our flights cancellation.Given these circumstances, we are respectfully requesting reimbursement or compensation for the significant inconvenience, unexpected travel costs, and health impact we experienced due to the cancellation.
Business Response
Date: 05/14/2025
Hi Xurui,

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 cancellation caused.

Your ORF-BOS 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 for the cancelled flight. $175.96 was credited back to your **** card ending in 0190 on 05/05/2025. 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!
Customer Answer
Date: 05/15/2025

Complaint: 23320203

I am rejecting this response because:
As I mentioned earlier, there was another flight operating the exact same route that nightJetBlue flight B6 1814from *******, ** to ******, **. Thats exactly our route, and it successfully departed and arrived. This is why were so frustrated. It flew right in front of us, at the same time, on the same path, while our flight was canceled.

It seems like our airline was the only one affected by the weather, which raises serious doubts. Most flights arriving at ****************** that night were not canceled. Thats why we strongly believe our flight could have operated as well but simply didnt.

Sincerely,

Xurui ****
Business Response
Date: 05/16/2025
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: 05/21/2025

Complaint: 23320203

I am rejecting this response because:
I understand and respect your companys policy regarding weather-related cancellations, and if this was truly the case, I accept that no reimbursement is due. However, I find it difficult to understand how this could be weather-related when another flight departed from the same airport that night and flew the exact same route without issue. This inconsistency raises questions about the true reason for the cancellation.

Sincerely,

Xurui ****

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