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:05/10/2025
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.
Returning flight was cancelled because I didnt go to the departing flight due to a medical emergencybooked a new earlier flight to make it to sisters surgery. I did not take the departing or arriving flight and they are refusing a refund- due to a policy I never received or signed off on.
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 you were unable to make your flight.

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.

Guests who have a medical emergency that will not allow them to travel must submit documentation to validate the emergency. A Reservation Credit for the value of the flight will be created for the passengers who didnt/cannot travel.

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 along with your confirmation code and email address associated with the booking in question.

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:05/09/2025
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.
We had a round trip department 5-9-25 at 5 am, and return flight 5-12-25. We had to move the departure fligth to 5-8-25 and contacted spirit to request a change in flights. They said the could not and continue to explain how we cancel the departure flight and we purchased a new departure ticket. We told them we needed to keep the return flight. Well we just found out that it cancelled both the departure and return flight. We asked them to give us our return flight back and they said they cant we have to rebook it again. So not only did we lose the $125, but we also spent $115 on a new departure flight now have to spend another $125 for a return flight home. They clearly led us in the wrong direction and now we have no flight how. We are requesting our flight to be reinstated for Monday or a refund for their error. We did exactly what they told us to do adn we did not want the return fligth cancelled. I would not fly spirit if you don't want to be stranded. This has been the worse experience ever and I travel all the time. I am requesting our flight back for Monday since we paid for it and did not want it cancelled.
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 modifications made.

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

We are also requesting the date, time and phone number you used when you made contact with our ******************* so that we can pull the interaction.

Have a great day!
Customer Answer
Date: 05/14/2025

Complaint: 23309947

I am rejecting this response because:

I am replying to this matter for my partner.

I just seen an add that says change flights without any fee hassle free.

We simply needed to change the departure flight and instead had to pay for a new one. Then we discovered return flight was cancelled which we did not want it cancelled so we had to book another one.

Here is her flight info

NK2457

May 9th departure
May 12th return

Confirmation OK7z5z
************************************
Name: ********* ******

Contacted in May 8th at or around 5 pm

We contacted off several phones.

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

Sincerely,

********* ******
Business Response
Date: 05/14/2025
Our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged,
To reiterate, as per checking, it shows that you cancelled the reservation online and a cancellation fee was charged while you were issued a travel credit for the remaining fund. This was a guest-initiated cancellation, not Spirit.
Changes can be made online up to one hour before scheduled departure by going to ***************************************. Click on "My Trips" then enter your last name and confirmation code. When you cancel your reservation you will be issued a reservation credit for the full amount of your booking. This credit can be used to book a new flight with us. Refunds are only provided in the event that you are cancelling within 24 hours of booking and the scheduled departure is a minimum of 7 days away at the time of cancellation. Please note, that the Go Travel Option is subject to a modification charge for bookings made on or after February 5, 2025 if made within 60 days of departure and a cancellation charge if canceled. Our modification charges are variable, depending on when you booked and the date of your departure. (0-6 days from departure - $99, 7-30 days from departure - $79, ***** days from departure - $59, 60+ days from departure - free). If you do choose to cancel your reservation online, a charge of $99 per person will be applied to the reservation, if the booking was made online.

I'm afraid we're unable to issue a full refund as cancellation was made outside 24 hours timeframe and also, cancellation was made online which is outside Spirit control. Ive included the information pertaining to your Reservation Credit (RC) below:

Confirmation Code: OK7Z5Z
Amount: $26.98
Expiration date: 05/08/2026

Guests linked to the original reservation may redeem this Credit online at ************************** or by reaching out to us through private/direct message. You'll just need to have the confirmation code above handy. Your credit can be used for multiple bookings until the full value is used toward airfare, bags, seats, taxes, and fees. Please note as well that all Reservation Credits are non-transferable. The guidelines surrounding RCs can be found at our website, **************************. Ive included the direct link for your convenience: **************************************

Please keep in mind that you do not have to travel by the expiration date, but travel must be booked by it.
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: 05/14/2025

Complaint: 23309947

I am rejecting this response because:
we were in the phone following spirits guidance to cancel the departure flight and not the return flight. Perhaps train your employees better so you dont take peoples money. I will not use spirit anymore. This is my partners ticket however my company spends a lot with spirit and I will now remove you from our list of airlines. I hope you train your employees better.
you lost a customer. You also false advertise on your tube saying change flights hassle free with no penalty. I will be reporting your false advertising as well. I hope your airline service gets better

Sincerely,

********* ******
Initial Complaint
Date:05/09/2025
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 HAD A FLIGHT THAT WAS BOOKED FOR 5/4 AT 4 PM LEAVINF ******* STRAIGHT TO NEW YORK LAGUARDIA AIR PORT. SPIRIT CANCELLED MY FLIGHT THEY SAID DUE TO THE WEATHER. IT WAS NOT RAINING IN ******* OR IN ******** WHEN THE FLIGHT WAS CANCELLED. THEY RE-BOOKED MY FLIGHT FOR THE NEXT ***** LEAVING ******* AT 10:23 PM AT ***** FOR THE FOLLOWING DAY 5/5 AT 10:23 PM LANDING IN ************ AND THEN ON 5/6 THEY BOOKED ANOTHER FLIGHT FOR 6 AM LEAVING FROM ************. I WENTTO ANOTHER AIR LINE DELTA AND BOOKED A FLIGHT WHICH I HAD TO PAY $1007. FOR THE FLIGHT LEFT ******** AT 8:47 PM AND I HAD TO ARRIVE AT ******* AT 11:20 PM ON 5/4 AT ***** I HAD TO TAKE A CAB TO MY HOUSEWHICH WAS OVER $60. DELTA NOR JET BLUE HAD ANY FLIGHTS THAT I COULD CATHC LEAVING ******** UNDER $1000. ***** HAD A FEW DELAYED FLIGHTS DUE TO AIR TRAFFIC CONTROLL. SPIRIT WAS GOING TO SEND ME TO ********* LEAVING A PLANE IN THE MIDDLE OF THE ***** I HAD TO GET ANOTHER FLIGHT SO THAT I WOULD NOT BE STRANDED ON 5/5 AFTER THE FLIGHT WOULD OF LANDED IN ************. SPIRIT WAS NOT WILLING TO PUT ME UP IN A HOTEL OR GIVE ME ANY FOOD VOUCHER.
Customer Answer
Date: 05/12/2025
Sprit was going to have me get on a plane as a single woman by myself at almost 11 pm at night on 5/15 from ************************** and fly to ************. If the airport in ************** would of been closed once i arrived there after probably about 1 am in the morning I would of been stranded and stuck and deserted in a place that I am not from and due to the unusual hours of the morning I would of had to try and find a hotel. Then they wanted me to board the plane in ************** on 5/6 if anyone of those flights would have been cancelled I would of been stranded by myself in a place that I did not know and was not familiar with for hours by myself. I was out of over $1000. due to having to book another flight with another air line just to go home on 5/4. Spirit seems to have been the only one with issues. I want more than a refund they owe me a free flight.
Business Response
Date: 05/13/2025
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.

Our records show you were previously assisted. Your concerns have been thoroughly reviewed, and our position remains unchanged. To reiterate, your FLL-LGA 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 flights, which you initially accepted. But you then changed your mind and requested a refund. $333.99 was refunded on 05/04/25 for the cancelled flight. $333.99 was credited back to your **** card ending in 0122. 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 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!
Initial Complaint
Date:05/09/2025
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 booked a flight February 9th 2025 2 passengers and a checked bag I called them 05/09/2025 today to check on the flight this was a confirmed flight. Their response was that flight was cancelled and they forced a refund on me so they could wash their hands of it . Now this was a reunion with people I had not seen in 50 years I had a place to stay and and Car Rental Booked I was willing to move dates and book a flight with them at the same price. I went to the ********************************* and they were one of the Airlines listed required to book another flight at the same price. I am working on a budget that's why I booked the flight with them early and paid. Their response about a flight with more inconvenient dates is it would be $200.00 more
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 flight interruption in reference to your Schedule Cancellation.
Schedule Cancellations are inevitable in all airlines and are necessary at times to support operational needs and to better service our guests.

Spirit is joining several other airlines in proactively adjusting our schedule to ensure we provide the travel experience our Guests have come to expect from us. I do apologize for the inconvenience

As outlined and agreed upon in our Contract of Carriage, Schedules are subject to change without notice. Spirit is not responsible or liable for making connections (on its own flights or flights of any other carrier), or for failing to operate any flight according to schedule, or for changing the schedule of any flight.

Upon review, our records show that you were previously assisted, and a full refund was issued. $444.38 was refunded to the **** card ending in 9732 on 05/09/25Please note: 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. Generally, it can take up to 7 business days to receive your credit. Once a refund is issued, we no longer have the funds.

Spirit does not provide reimbursement or compensation for schedule changes.

As you secured a separate booking, it is treated as such. With that being said, we're unable to offer the difference if a lower fare becomes available. Its the same concept as if the price were to increase after youve purchased a ticket, we will not charge you the difference.

While I know we can't change your past 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:05/09/2025
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 the date of April 25, 2025, I was scheduled to fly from ************************ to *****, ******* to take a cruise on the Royal Caribbean. I was originally scheduled on flight confirmation #FPWCXK leaving ******* at 6:30AM. This flight was cancelled on Spirit behalf an so was the one at 9:16; 10:15 and because they would not release my luggage for up to 6 hours and there was not another flight going out of ******* to ***** by time the cruise leaves I was out of $1500. They returned my money ad gave me a voucher for a meal $12 and a $30 voucher on next flight but cant give me back the family memories or $1500 back. I am a senior citizen and don't have money like that to throw away. They were so nonchalant at best because they are protected. Who protects the consumers rights. I have had a horrific experience with them not to mention my finances that took 2 years to save so I can take this trip. I am mortified of this treatment and will never fly again with Spirit. No justice of compensation or accountability for their actions. No planes for Spirit that was scheduled that entire morning showed. Thr pilots were even waiting.
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.

We are sorry to hear about your flight interruption in reference to your delayed flight.

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

Our records show your flight was delayed due to a maintenance-related issue, resulting in an aircraft swap. 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.

Our records show on 04/25/25 you requested a refund which was successfully processed. A full refund was issued with the following breakdown: $137.98 & $50.00 was refunded to the **** ending in 1057 and $130.00 & $79.00 was refunded to the **** ending in 7860. Refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds.

Spirit does not provide reimbursement for pre-planned/paid or out-of-pocket expenses. 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!
Initial Complaint
Date:05/08/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Spirit airlines lost my suitcase I had my meds, brand new Cpap machine, this was two suitcases one smaller and a bigger suitcase. The smaller suitcase was inside the bigger one. I had all kinds of receipts that I need to get reimbursed from business Its two days they have no clue where it is.
Customer Answer
Date: 05/09/2025
Hi
Please close the case they finally found the suitcase.
Thank you for your help
**** ******
Initial Complaint
Date:05/08/2025
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 May 8, 2025, I tried to purchase bags online with Spirit airlines. I purchased one for myself and one for my husband. Once entering my credit card info and submitting, I received an error message stating for me to retry the purchase again as my reservation info couldnt be found. I started from the beginning, purchased one bag for myself and one bag for my husband. Resubmitted credit card info. Purchases made. I checked for a confirmation email, and the email I received showed that the original transaction had gone through even tho I received an error message saying it hadnt. So it charged me for two bags. Then when I resubmitted the purchase as the error message stated for me to do, it then charged me a higher price for two more bags. I immediately contacted the company and spoke with 5 different people all of who stated they couldnt refund me money, only issue and travel credit. I told them repeatedly that I would not need a travel credit because I would never fly with them again. I even shared the screenshot of the error message proving what had happened. They have taken money unethically from my account with a falsified error message telling me to resubmit my card info twice even tho already approving the first purchase. This is disgusting and very dirty for a company to do. I would like a full refund for the two bags they told me to resubmit the purchase order for.
Business Response
Date: 05/13/2025
Hi Courtey,

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 adding ancillaries.

For optimal browsing experience, make sure to use an up to date web browser like ****** Chrome, Mozilla Firefox, Opera, or Safari. If it is up-to-date, we suggest that you clear the cache, cookies, and history through the browser settings. You can also try logging in through Private/Incognito Browsing depending on your web browser's functionality and feature. Additionally ensure your browser if up-to-date.

As a one-time courtesy, I have issued the two extra bag fees, $170.00 has been refunded to the MASTER card ending in 7808. Refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds.

Have a great day!
Initial Complaint
Date:05/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting this formal complaint against Spirit Airlines regarding an unresolved refund for a cancelled and disrupted international flight related to bereavement ********* 2024, I initially booked a flight with Spirit Airlines on Wednesday, July 24, 2024 (Confirmation Code: HKBUNW) to attend my grandmothers funeral in *******. That booking was later cancelled on July 31, 2024, after the funeral date changed due to delays with the death certificate and the transport of remains.Once the funeral was confirmed for August 17, 2024, I rebooked my reservation for Wednesday, August 14, 2024 (Confirmation Code: AHJHPP). Unfortunately, this flight experienced multiple delays. While waiting at the airport, I fell asleep due to the extended delay, and the flight departed while I was still on-site. Upon waking, I spoke with a gate agent who advised me to contact customer service.I then spent hours on the phone with Spirits customer service, trying to arrange another flight that would get me to ******* in time. After exhaustive efforts, it became clear there were no viable options from ******* to *************** and onward to ******* that would allow for timely arrival. Ultimately, the Spirit representative cancelled the ********* support my refund request, I submitted:A copy of the funeral program from ******* A billing statement from the funeral home showing international body transport Despite providing this documentation and explaining the circumstances, Spirit Airlines has not issued a refund or offered a reasonable resolution. Given the emotional and financial burden this caused, I believe a full refund is both fair and necessary.I respectfully request the BBBs assistance in resolving this matter and urging Spirit Airlines to honor the refund for these disrupted travel plans.Thank you for your attention to this complaint.
Business Response
Date: 05/13/2025
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 and missed 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.

If you fail to make yourself available for boarding at the gate at least 15 minutes prior to the (original) scheduled departure time for domestic flights; or 30 minutes prior to the (original) scheduled departure time for international flights, you run the risk of forfeiting your flight.

Information about check-in requirements can be found in our Contract of Carriage, and in the Help section of our website:
***************************************************************************

Spirit is not liable or responsible for any booking issues when guests miss their flights.

Our records show you were previously assisted. Your concerns have been thoroughly reviewed and out position remains unchanged. To reiterate, a full refund was issued back to the original form of payment for confirmation code AHJHPP, which was a Reservation Credit. There is no further refund due.

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

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

Reservation Code: ?AHJHPP

Amount: $719.31

Expiration date: August 16, 2025
(Travel does not have to be completed by that date; however, a new reservation must be secured).

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

We look forward to serving you on your next flight.
Initial Complaint
Date:05/07/2025
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.
Greetings,I'm submitting this complaint as a seasoned customer of **********************. I encountered this morning May 7th 2025, blatant ignorance and racism from employees of Spirit Airlines in ***********, ********** at LAX at *******. Upon my approach to the gate to pull out my boarding pass, a non black woman asked me where is my Boarding pass and I told her I was getting it out my pocket, (as I have on a suit and had my pillow in my hand and I was nowhere near the counter where the agent scans the pass) and then was told leave the line and put my bag in the measuring box, which it measured perfectly, as I travel with this bag all the time. Then a black woman with long braids gets in my face telling me she will call the police on me and I asked her why and she said you will not get on this plane and stand to the side. After waiting nearly ten minutes a black gentleman that was working the counter with her was extremely professional and nice and told me I was good to board the plane. Then I proceed forward and the gate agent asks me my name like I'm lying to her as everybody around looked totally surprised at the events that were taking place. The majority of the individuals solicited to stand to the side and check their bag were Black as the person would just look at certain people and in a stereotypical way pull specific people to the side to essentially be publicly chastised and humilitated. I hold a *** in international business and I totally understand the importance of customer service and customer interaction and the three women which were mentioned in this statement displayed a total lack of professionalism when it comes to paying customers. I then was ignored as I asked them questions, and that's totally unacceptable and disrespectable. I'm seeking resolution from this situation as this is the first time I've ever encountered negativity with Spirit. I'm not a person to formulate an opinion based off of others experiences but today was unacceptable.
Business Response
Date: 05/13/2025
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 so sorry that the level of service you received fell short of excellent.

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.

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

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

Complaint: 23299050

I am rejecting this response because:
Greetings! Enclosed is the Flight information and the email address I used to book this flight.

YOUR CONFIRMATION CODE: DQEPTH
Booking Date: Friday, May 02, 2025

FLIGHT

WEDNESDAY, MAY 07, 2025 TIME DURATION
***********, ** 10:30 AM 01 h 17 min
*********, ** 11:47 AM

FLIGHT TERMINAL
2685 5

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

Sincerely,

***** ****** Jr
Business Response
Date: 05/23/2025
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.
I reached out to the Airport Station Management Team for statements and reports and was advised that there was no recollection of said events by any of the staff. There are also no notes in your reservation to corroborate your claims.
Guided by your feedback, we are taking the steps necessary to continually improve our operation.
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:05/07/2025
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.
The airlines refused to refund me the amount for the flight I booked. I scheduled well in advance of more than a month and called to cancel within a few days. I spoke with customer service and was not satisfied as to the reasoning of not being issued a refund for my flight.
Business Response
Date: 05/13/2025
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 want to cancel the booking you secured.

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.

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

Have a great day!
Customer Answer
Date: 05/19/2025

Complaint: 23298421

I am rejecting this response because: I think the $99 cancellation fee is a misleading and arbitrary fee and would like refund credit without the cancellation fee.

Sincerely,

***** *******
Business Response
Date: 05/21/2025
As previously stated, 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.
As outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable.

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

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