ComplaintsforSpirit Airlines

• Initial Complaint

  11/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It is about the Spirit #MMC4UT round trip ticket from SNA to MSY Layover at LAS (total 4 segment flights). I have pre-purchase one checked bag both ways.20241105 #*** 6:45am SNA to LAS20241105 #*** 1:39pm LAS to MSY ******** #**** 10:21pm MSY to LAS ******** #*** 10:09am LAS to SNA There were no problems with the first 3 flights and I checked in with my baggage by the staffs at theairport. The last flight was a one-night layover so I have to take my baggageout at LAS.The next day when I re-checked my bag around 9:50am at LAS airport,The lady at A10 insisted I donthave a checked bag and insist I need to pay extra $79 for baggage which I told her I already prepaid the baggage which was taken out at LAS and only need to be re-check the bag here and its connecting flight. You can see I did not check in any bag yet. ( I donthave any carry on although the size of my only one baggageis carry-on size for flexible)She also threatened me if I dont pay, I would just stay at LAS.The gate supervisor was there knowing what happened and solutions but happy to see those illegal chargefor her ****** least 10 passengers was forced to pay extra fees at the gate.The whole team at gate A10 has serious problems not suitable for service customers.They all should know that my prepaid baggagehas not being used at LAS and just need to printoutthat baggagetag. Its also common sense that we only buy one time baggage if it is connectingflight from *** to LAS to SNA. If I dont prepaid, how can I successfully get on the plane for previous 3 flights. I attached the receipt for your ************** is what I request for spirtairline:1. Spirit refund me the extra charge $79 to my credit card (NO voucher accept)2.Additionalcompensation for not only my right is violated and additional time I wasted in a format of gift card and elite status upgrade to avoid future thins happen again.3.2. Investigate your staff illegal behavior and punish

  Business response

  11/11/2024

  Hi *****, 
   
  Thank you for reaching out to Spirit!
   
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
  
  
  
  Im so sorry to hear about your experience. I completely understand how frustrating unexpected charges can be; however, we rely on the expertise of airport agents to assess the correct baggage charge based on our guidelines.
  
  
  
  We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. Ive shared your comments with the ******************************* for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
  
  
  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: *******************************************************
  
  
  Please know that we do all that we can to ensure that our guidelines are followed on a consistent basis, and we will ensure that we address this matter on our end. 
  
  
  
  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.
  
  
  
  Upon review, our records show you were previously assisted. Your concerns have been thoroughly reviewed and our position remains unchanged. To reiterate, you were charged the $79.00 for a carry-on bag not a checked bag. You did not prepay or add carry-on bags to any of your flights. There is no refund due nor any further compensation. 
  
  
  As a courtesy, we issued you 2 (two) Future Travel Voucher (FTV) in the hopes that you will utilize it and therefore allow us another chance to serve you again. I've provided the information for your voucher below:
  
  Future Travel Voucher: 56533577350400001 & 56531792731200001
  Amount: $30.00 (each)
  Expiration date: November 08, 2025
  
  Future Travel Vouchers (FTV's) are available and can be redeemed online at ****************************************************************************************************** by calling our ******************* at **************. To redeem the voucher, you will need to have handy the 17 digit voucher number in which the voucher was issued.
  
  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.

  Customer response

  11/11/2024

  Spirit airline took every customer and ******************** as idiot.

  Tell me, if I have pre-pay baggage and not used the quota in the last flight LAS to SNA.

  Will anyone here insist I wanna pay and donate to spirit airline. 

  I told the agent I want to check in bags! not carry on!!!!! 

  Will most normal people just check in his little size baggage as baggage ?

  Spirit Airline, you will face lawsue and DOT investigation.

   

  Customer response

  11/11/2024

  The agent reply me name is ******

  He even dont do investigation. But just try to ********.

  Thats the standard of spirit airline. Dishonor Business. 

  Should be deserve penalty by *** and DOT.

  i already filed. and I will file everyday!

  Customer response

  11/11/2024

  The agent reply me name is ******

  He even dont do investigation. But just try to ********.

  Thats the standard of spirit airline. Dishonor Business. 

  Should be deserve penalty by *** and DOT.

  i already filed. and I will file everyday!

  Customer response

  11/12/2024

   
  Complaint: 22537046
  
  The agent reply me name is ******
  
  He even dont do investigation. But just try to ********.
  
  Thats the standard of spirit airline. Dishonor Business. 
  
  Should be deserve penalty by *** and DOT.
  
  i already filed. and I will file everyday!
  
  Sincerely,
  
  ***** ****

  Business response

  11/12/2024

  As previously stated, 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: *******************************************************
  
  Please know that we do all that we can to ensure that our guidelines are followed on a consistent basis, and we will ensure that we address this matter on our end. 
  
  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.
  
  Upon review, our records show you were previously assisted. Your concerns have been thoroughly reviewed and our position remains unchanged. To reiterate, you were charged the $79.00 for a carry-on bag not a checked bag. You did not prepay or add carry-on bags to any of your flights. There is no refund due nor any further compensation. 
  
  As a courtesy, we issued you 2 (two) Future Travel Voucher (FTV) in the hopes that you will utilize it and therefore allow us another chance to serve you again. I've provided the information for your voucher below:
  
  Future Travel Voucher: 56533577350400001 & 56531792731200001
  Amount: $30.00 (each)
  Expiration date: November 08, 2025
  
  Future Travel Vouchers (FTV's) are available and can be redeemed online at ****************************************************************************************************** by calling our ******************* at **************. To redeem the voucher, you will need to have handy the 17 digit voucher number in which the voucher was issued.

  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 response

  11/12/2024

   
  Complaint: 22537046
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  11/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  10/14/24 - Bought ticket for my wife (******** ******) and I. Res ** *********/3/24 - Flight delayed 3 times; initial departure 5:30 PM to 8:36 PM. Arrived at airport (DFW) and was locked out of checking in at the kiosk. Directed to stand in line. ***** in line for over 2 hours. My wife decided not to travel. I had to because of work.Due to delay, Spirit offered options - "A refund of your flight and your return flight, if applicable." My wife chose this. 2nd option - "Wait out the delay." - I chose this.Assist agent, *****, said he would take care of the refund. Instead, he listed my wife as Missing the flight. I was rebooked on another flight, losing my Go Big reservation.11/6/24 - Returning home, I find that my wife was still listed as a passenger on the original ticket. ***** had not removed her and refunded her portion of the ticket, as he had promised. I spoke with ********* at the airport (LAS) and explained what happened. She said that there was not much she could do because the delayed flight was NOT refunded earlier. She listed my wife under another Res ** UIITNC, and refunded the Go Big portion of the reservation. She then listed my wife as Missing the Flight.Solution 1) Refund all portions including federal and airport charges of my wife's portion of the ticket; due to the delay in the original flight, she never traveled. 2) Refund all portions of my Go Big reservation for the original and returning flights. Changes to the flights were made due to the delay in the original flight; not because of any action on my part.

  Customer response

  11/12/2024

  I received the below message from Spirit Airline regarding my complaint.  I accept their resolution.  Please consider this complaint resolved; please close the complaint and thanks for your assistance:

  Hi Lord,
  
  Good day! My name is Mers and I'm here to assist.
  
  I'm writing to let you know of the station report, the report confirmed that the refund was discussed with one of our vendor agents. I've gone ahead and processed a refund today, ##########, in the amount of ####### back to the credit card ending in ####, as it is the original form of payment on the reservation. Even though funds are released immediately on our end, it may take up to 7 business days to reflect on your account (depending on your bank). Please follow up with your bank or credit card company in about a week for the status of these funds.
  
  Should you have any other concerns, please don't hesitate to reach out to us. We're here to help! 
  
  Best,
  
  Mers
  Guest Relations

  Business response

  11/12/2024

  Hi Lord, 
   
  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 refund and the service received. 
  
  
  
  We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. Ive shared your comments with the ******************************* for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
  
  
  
  Upon review, our records show your concerns were thoroughly reviewed and investigation was completed. You were advised on 11/10/24 on another case that a refund in the amount of $246.98 was credited back to the MASTER card ending in 1535.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.
  
  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 response

  11/12/2024

   
  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,
  
  Lord Seyon

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I prepaid for 3 bags for a flight on Oct 29th 2024 on Spirit Airlines from ** to ***********. 1 checked bag and 2 carry-on bags. When I checked in at the baggage claim, I only had 1 checked bag and 1 carry-on bag. The Spirit Airlines baggage agent cancelled the 2nd carry-on bag as I did not need it. No credit has been issued for the cancelled bag. When I called Spirit Airlines customer service I was told I would have to prove I didn't have a 2nd carry-on bag on the plane in order to get a credit issued. How do you prove you didn't have a carry-on bag?

  Business response

  11/11/2024

  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 bag claims. 
  
  
  
  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.
  
  
  For further review, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  
  
  
  Have a great day! 

  Customer response

  11/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response adequately explains why they choose to charge their customers for services they don't provide.

  Apparently Spirit airlines has a policy hidden in their Contract of Carriage which all customers agree to when booking a flight that states:
  
  7.1.1. All baggage charges are non-refundable and may be paid in advance or at the airport.

  Consequently, In the future I will be avoiding doing business with Spirit Airlines and will be recommending to everyone I know to avoid them as well, as I feel they try to take advantage of their customers and are not doing business in good faith.
  
  Thank you for your assistance in this matter,
  
  ***** ******

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted to book 7 round trip tickets from *** to ***. When I was checking out the price it showed that it cost ****** pts plus ***** but if I join savers club it would cost ***** points plus 5.60. I joined savers club but it charged me ****** points plus *****. When I logged out of my account it would show me the original offer. This was going on for days and I reached out multiple times but they refused to honor the offer. I sent them screenshots but to no avail. I would like them to allow me to purchase 7 tickets at the price that they offered

  Business response

  11/06/2024

  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 securing a new booking with a promotion. 
  
  
  
  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.
  
  
  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.
  
  
  We are unable to honor your request as prices are not guaranteed. 
  
  
  If you'd like to book a reservation, change or cancel a reservation, or manage travel, we recommend using ************************ - its cheaper too! If you have an issue, you can't resolve here, one of the numbers below should suit your needs.
  Spirit Sales and ***************************** and Domestic
  You can call us Toll Free at 1-855-SAVE-555 *************) or
  text us at *****, or use ************ on WhatsApp
  24 hours a day/ 7 days a week
  *When calling from ****** dial *********
  
  Assistance for the hearing impaired
  
  For TTY/TTD dial 711
  
  
  Have a great day!

  Customer response

  11/06/2024

   
  Complaint: 22518525
  
  I am rejecting this response because:

  Your reply is absolute nonsense because after I purchased the savers club and logged into My Account the prices changed. Whenever I would log out of my account the price was cheaper once again and I was given the same offer for the next few days. So dont tell me that the price is dynamic and went up. That is just a fancy way of telling me that you are unwilling to honor the price that you offer. Not only that, but when I called up the loyalty specialist they saw the same price that I saw but were not able or unwilling to do anything about it.
  
  Sincerely,
  
  ****** State

  Customer response

  11/06/2024

  I am adding a screenshot of my purchase of savers club, the time is Fri. Oct. 31 11:24 AM and a screenshot of their offer dated Nov 1, 11:45 AM. You can see that their offer was still standing at that time.

  Customer response

  11/06/2024

  I am adding a screenshot of my purchase of savers club, the time is Fri. Oct. 31 11:24 AM and a screenshot of their offer dated Nov 1, 11:45 AM. You can see that their offer was still standing at that time.

  Business response

  11/07/2024

  As previously advised, 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.
  
  We are unable to honor your request as prices are not guaranteed. 
  
  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 response

  11/07/2024

   
  Complaint: 22518525
  
  I am rejecting this response because:

  I understand that you cant guarantee prices before a ticket is booked. However, I have provided you with proof that Spirit Airlines was offering a deal which they never intended to honor (being that even after I purchased the *********** the deal was still being offered, just not for me). To do so, is false advertising.

  
  Sincerely,
  
  ****** State

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a flight with this company and they cancelled my flight and then rebooked a flight on completely different days. The result of this flight change is the following: Completely new travel days, the non- stop trip from ************** to ********* went from two hours to a ten hour overnight flight across the country going from ************** to *************** and then *************** all the way to *********. The departure trip moved from the Monday to the Sunday (the day before) and changed to an overnight flight....The return trip got pushed FORWARD a day so instead of leaving ********* on Friday, when the work conference ends, I am now leaving Thursday- which is resulting in me missing out on approximately 1/2 of the work conference. The work conference cost me $1,500 to simply attend, so with the flight changes I am losing out on half of the time at the conference, or $700 dollars worth of content for my job. Additionally, with the flight days being changed, my hotel reservations are now inaccurate and I will be forced to miss out on two entire days of the hotel reservation, which is roughly $400 dollars along with my car reservation for those two days which is totally nearly $150 MORE dollars. All said and done, because Spirit changed the flight and refused to offer anything outside of a full refund, which I cannot accept as I am required to make it to this work conference, this change of flight is on pace to cost me nearly $1,300. The customer service at ********************** has been unhelpful and they are not working to resolve my situation...although they did offer me a $30 travel voucher for my inconvenience, which I am completely uninterested in.

  Business response

  11/05/2024

  Hi ******, 
   
  Thank you for reaching out to Spirit!
   
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
  
  
  
  I am sorry to hear about your flight interruption in reference to your Schedule Change.
  
  
  Schedule Changes are inevitable for all airlines and are necessary at times to support operational needs and to better service our guests. 
  
  If the schedule change does not work for you, we can offer you one of the following: a refund to the original form(s) of payment, re-accommodation on the next available Spirit flight or a reservation credit. . Spirit does not provide reimbursement or compensation for schedule changes.
  
  
  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.
  
  
  For further review, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  
  
  
  
  
  Have a great day! 

  Customer response

  11/05/2024

   
  Complaint: 22511020
  
  I am rejecting this response because:

  I am uninterested in a refund, flight credits, or cancellations as I have outlined multiple times in our conversations between myself and your company, I must attend the trip for a business function. The conference I am attending has specific dates that I must be in town for during specific times and the bookings for the car rental, and the hotel are all contingent upon flexibility with your airline. The dates that the new flight your company booked me on are not applicable to me- Spirit Airlines said that they found "inefficiencies" in the flight and that was the cause of the cancelled flight and subsequent rebooking. I need to be in ********* on Monday, November 11th through Friday, November 15th and Spirit Airlines changed my flight to November 10th (an overnight flight) departing ************** and my ********* departure trip to November 14th. These flight dates do not work for me as you now have me leaving home a day early and leaving the work conference a full TWO days early. In attempt to solve this issue on my own I worked with another customer service representative with ********************** and they were kind enough to move my return flight to Sunday, November 17th. The flights your company offered as a reschedule are not applicable to my trip and had your company been more flexible with the flight change by offering a variety of flights to choose from, I would not be having this issue, instead the airline offered only ONE other flight for both my flights. While these flights were also scheduled on different days, the route completely changed and turned a three hour plane flight to a TEN hour plane flight, one of which has me leaving ************** at 5:30 PM and arriving in ********* at one AM with no ability to check into a hotel, no ability to get my car rental without incurring additional cancellation or booking fees on my end. Spirit Airlines lack of accommodations for the changes that you directly caused to my travel plans are unacceptable, from a customers perspective and if you put yourself in my shoes for 30 seconds and reflected on what you're asking of me you would come to the same conclusion.

  Right now, to do my best to make it to the work conference I have had to book an additional night in a hotel at a rate of $141.00 per night after fees and taxes and I will need to now get a hotel for an additional two nights, Friday November 15th and Saturday November 16th so that I can now make my 5:30 am flight leaving *********. To resolve this fair complaint, I would ask you compensate me for the cost of these additional hotel stays that I have been forced to incur as there are no additional flights that your company is offering that can get me to my destination in a reasonable time. I think everything that I am asking is completely fair, completely within reason, and an outcome of your companies inability to offer flexibility in the flights across the country.

  I sincerely hope that we can come to an understanding but if we cannot come to an understanding where your company helps cover the costs that you directly caused me to incur I will continue to escalate this issue with U.S. Department of ****************************************************** and any other avenue available to me as a consumer.

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

  Business response

  11/06/2024

  As previously stated, Schedule Changes are inevitable for all airlines and are necessary at times to support operational needs and to better service our guests. 
  
  If the schedule change does not work for you, we can offer you one of the following: a refund to the original form(s) of payment, re-accommodation on the next available Spirit flight or a reservation credit. . Spirit does not provide reimbursement or compensation for schedule changes.
   
  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.
   
  For further review, provide your confirmation code, and e-mail address used when booking your reservation.

  Customer response

  11/06/2024

   
  Complaint: 22511020
  
  I am rejecting this response because:
  
  I do not accept this. Youre not addressing a single complaint I have. 

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

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There was fraud charges on my bank account from **********************. This charges was since March of 2024 and no one from spirit airlines has contacted me back regarding this issue. Ive called numerous times, openers multiple claims and spirit airlines has not refunded my money. This is a huge charge and Ive contacted the corporate office but no one has reached out. I need this money refunded this week. Ive been waiting for months.

  Business response

  11/05/2024

  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 value the privacy and security of our passengers, and we take fraud very seriously. If you suspect your credit card was compromised, kindly contact your financial institution to file a fraud claim. A bank official will direct you through the proper channels. 
  
  
  
  You are also welcome to reply with supporting document s to back your claims along with the confirmation code of the charges in question. 
  
  
  Have a great day! 

  Customer response

  11/05/2024

  Spirit airlines responded and refused to provide a refund for this fraud charges. I did not authorize this charge and yet they want to keep the money. Its 1400 and they want to keep my money without any services rendered. 

  Customer response

  11/06/2024

  Spirit airlines refused to refund the money and did not investigate this case. Please have someone escalate this issue back to them. I need my money back from spirit since there are no services rendered by them. They are keeping my 1400 money on their side. 

  Customer response

  11/06/2024

  I had attached this receipt on the original case as well. 

  Customer response

  11/07/2024

  I attached the picture again 

  Customer response

  11/07/2024

  Sent the image via email to 22509074

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

  Business response

  11/08/2024

  If your bank determined the charge was valid, there is no refund due. As previously advised, you need to follow up with your bank. 
  
  Additionally, as outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable. 

  Customer response

  11/11/2024

  What is the status of this ticket? I still havent received any resolution from spirit airlines 

  Customer response

  11/12/2024

   
  Complaint: 22509074
  
  I am rejecting this response because:

   

  spirit airlines did not investigate the fraud claim properly. They provided a credit then canceled it so at this time they are holding my money and refused to send it back to me. I need this refund processes this week. We did not exchange any service they charged my bank and kept the money. 
  
  Sincerely,
  
  ******** *********

  Customer response

  11/12/2024

  The bank closed my account due to this fraud charges. I need spirit airlines to refund this money I didnt use. They are currently holding my money due to fraud. 

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a flight from ******** via Orbitz; the airline committing to getting me back to my destination was unfortunately Spirit Airlines. The flight was booked 9/10/24 (over 1 month's time from my departure). On November 1st, a little more than 4 hours prior to my flight to return home, I received a cancellation notification from Spirit which stated "Dear Guest,We wanted to inform you that Flight 1901, originally scheduled for Friday, November 1 will no longer be operating as planned."For my round trip for a 1-day visit to ********, I paid $173 (Spirit's portion was only $68.99 which they were willing to refund); the issue is I still needed to get home and was forced to pay the hefty "same-day fee" of $427 in order to show up to an event I was hired to report to. As Spirit did, I couldn't simply tell my client, 'the event originally scheduled for November 2 will no longer be operating as planned'. I as a professional commit to my obligations unlike Spirit. The reason for this very late cancellation was their plane was having mechanical issues. I would like this issue resolved; the $427 Delta ticket I booked because Spirit backed out of their obligation needs to be covered by Spirit. After learning that they would not be able to get me home, they spoke of covering my hotel stay for the night and 1 meal (this was just a plan, no guarantee). The supervisor, ******* at ext. 4201, said he'd call me back in 20 minutes knowing I was desperate to get home and already on my way to MCI. In this return call, he'd be giving me the status of hotel (whether it was approved or not). I heard nothing back which led me to believe it wouldn't be approved; nonetheless, the extra day in ******** would still damage my professional representation. I made the decision to book the flight so that I am home based on the days I needed to be home (not based on what was convenient for Spirit). In following up with Spirit, we've been unable to agree on a resolution.

  Business response

  11/06/2024

  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 cancellation. 
  
  
  Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.
  
  There are many factors involved in the daily operations of an aircraft; therefore, arrival times, for instance, are stated as estimated until actual times are reported. Spirit endeavors to get its customers to their final destination in as timely a manner as possible.
  
  
  
  Upon review, our records show you were previously assisted on another case. On 11/04/24 you were advised that your reimbursement request was submitted and that the review can take up to 30 business days. To reiterate, if your reimbursement request is approved, you will receive an email from ********************************************************* with next steps on how to securely send your reimbursement directly to your debit card account. You will need the email address and phone number you provided at the time of your request to accept your funds.
  
  
  
  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 response

  11/06/2024

   
  Complaint: 22506056
  
  I am rejecting this response because: the refund has yet to be confirmed.  Per Spirit, the final decision will be made by their ************ and may not be approved; therefore, this will remain unsolved.  It was advised that I follow up on the 19th if I haven't heard anything back about the refund.  
  
  Sincerely,
  
  ******** ******

  Business response

  11/07/2024

  As previously advised, upon review, our records show you were previously assisted on another case. On 11/04/24 you were advised that your reimbursement request was submitted and that the review can take up to 30 business days. To reiterate, if your reimbursement request is approved, you will receive an email from ********************************************************* with next steps on how to securely send your reimbursement directly to your debit card account. You will need the email address and phone number you provided at the time of your request to accept your funds.

  Customer response

  11/07/2024

   
  Complaint: 22506056
  
  I am rejecting this response because:

  I reiterate as well that I will not be closing this nor marking your response accepted until receipt of the reimbursement that was just approved today.  Per your message, I may be waiting up until 30 days; Spirit will be waiting 30 days as well if that's the case.  Once the reimbursement has been received, I will close this ticket.

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

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked two flights with spirit airlines today not even 12 hrs ago. An emergency just came up to where I cant take the flight and need to money back to have somewhere to stay. I spoke to ****** id number ****** she says and she told me what the first ******** said that I cant get a refund only credit since the flight is less than 7 days away. After telling them I am a 100%disabled vet and the money is needed for me to have somewhere to stay she simply apologized and said they can only issue credit. Wow. HQZTUH and YLNWJW my flight confirmation numbers and its less than $200 total. I would like to speak with an American representative

  Business response

  11/04/2024

  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 bookings you cancelled. 
  
  
  
  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 for the value of the reservation.  Airfare, government taxes and fees, ancillary fees, and carrier fee differences may apply when making itinerary changes to a reservation.
  
  
  
  Our records show these bookings were cancelled via our website. A confirmation of the cancellation was emailed to you along with the details of the Reservation Credit's. As outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable. 
  
  
  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
  (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: ******************************************************************************************************************************
  
  
  
  Have a great day! 

  Customer response

  11/05/2024

   
  Complaint: 22499915
  
  I am rejecting this response because:
  I dont need a credit. I need my money so I can have a place to stay. The fact the Spirit Airlines is disregarding this is sad and Ill be posting this along with the phone calls on social media soon as this election is over. This is sad a pathetic that a company needs less than $200 from a disabled veteran to keep their company going. *** filed a repost with the *** as well. This is sad!
  Sincerely,
  
  ******* ********

  Business response

  11/06/2024

  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 for the value of the reservation.  Airfare, government taxes and fees, ancillary fees, and carrier fee differences may apply when making itinerary changes to a reservation.
  
  Our records show these bookings were cancelled via our website. A confirmation of the cancellation was emailed to you along with the details of the Reservation Credit's. As outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable. 
  
  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
  
  (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: ******************************************************************************************************************************

  There is no refund due. 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 response

  11/07/2024

   
  Complaint: 22499915
  
  I am rejecting this response because: again, I dont need a credit. I didnt credit only to not lose my money I paid for the flight. I can also dispute the charges with my bank!
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spirit Air removed my flight from the schedule. There was no correspondence of this occurrence, although spirit said an email was sent. This is a lie. I check my email regularly and have used it my whole life, and after checking all the folders theres no email indicating the cancelled flight. I trusted this company to make sure I got home and keep their end of our agreement. At the very least, when I went to check into my flight, there was zero indication the flight was cancelled. None. Nothing saying to rebook, that it was cancelled, nothing. It should be abundantly clear that the company changed my reservation when I go to check in for the flight. They refused hotel vouchers since I had already received a refund, which doesnt make sense since I would have received the refund anyway. Now I am stranded in LA and possibly paying almost $1000 in extra costs to figure out how to get home. I want any additional costs of this trip comped by spirit airs negligence.

  Business response

  10/31/2024

  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. 
  
  
  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, a full refund was issued. Please 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 for Schedule Cancellations. 
  
  
  
  However, I do see a Future Travel Voucher was issued to you, you should have received an email with the details. I can resend the email if needed. 
  
  Future Travel Vouchers are valid for a single use with no remaining value after its use. It can only be used by the Guest it was issued to and is non-transferable. Future Travel Vouchers can only be applied to the flight portion of the base fare including carrier fees and taxes. It cannot be redeemed for cash and cannot be used for any other products including vacation packages, car rentals, bags, and seats. Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system.  You can redeem vouchers online at ************************** or by calling our ******************* at **************.
  
  While I know we can't change your 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.
  
  
  

  Customer response

  10/31/2024

  Business attempted to contact me outside of BBB:

  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. 
   
  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, a full refund was issued. Please 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 for Schedule Cancellations. 
  
  However, I do see a Future Travel Voucher was issued to you, you should have received an email with the details. I can resend the email if needed. 
  
  Future Travel Vouchers are valid for a single use with no remaining value after its use. It can only be used by the Guest it was issued to and is non-transferable. Future Travel Vouchers can only be applied to the flight portion of the base fare including carrier fees and taxes. It cannot be redeemed for cash and cannot be used for any other products including vacation packages, car rentals, bags, and seats. Future Travel Vouchers must be booked by the voucher's expiration date for travel on any flight dates available in the system.  You can redeem vouchers online at ************************** or by calling our ******************* at **************.
  
  While I know we can't change your 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.
  
  
  
  
  Best,
  
  ******
  Corporate Guest Relations 

   

  my response:

   

  Hello,
  
  
  The issue is I never received any correspondence. Ive had cancelled flights and have flown enough to understand how they work. If I didnt, I would know because your customer service has been repeating it constantly. Your organization lied about emailing me because I never received one. When I logged into the spirit app, there was no indication my flight was cancelled. I finally called because as a first time spirit user and reasonable website user I thought the current flight would replace the old one. Without any instruction or indication, how am I to know how this works?
  
  
  This is malfeasance. No messages sent gave me no idea I had to reschedule a flight or plan accordingly. Nobody explained that if I got a refund you guys could conveniently skirt the issue. 
  
  
  I want my money reimbursed for my flight less the $89 you refunded. I never wanted that travel voucher, i indicated I will never trust your company unless you make this right, but they gave it anyway. 
  
  
  Lastly, there was an apology for if I didnt receive the email, indicating your system is not foolproof and there was a possibility of it actually happening. It did. And I am happy to get a third party to evaluate my gmail to prove this. 
  
  
  Again, your company was negligent. I want reimbursed so these answers dont work for me and I will let BBB know. 
  

  /end messages  

  thank you for your assistance.

  Customer response

  10/31/2024

  More correspondence for your review:

   

  As previously advised, 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.
  
  Spirit does not provide reimbursement for Schedule Cancellations. As so, your reimbursement request stands denied. 
  
  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.
   
  
  Best,
  
  ******
  Corporate Guest Relations
  

   

   

   

   

   

  The resolution has not been clarified because you still arent understanding. I am forwarding all of these conversations to the BBB as you are clearly misunderstanding me in order to prolong the fight and cause me to stop pursuing what is rightfully mine. 
  
  
  Let me make this abundantly clear. I do not give a flying f*ck that this flight was cancelled. I care that your company did NOT send me an email, attempted to lie about it, and have a website that is 100% not user friendly, as it does not state ANYWHERE my flight was canceled. 
  
  
  Your company does not have guidelines for this situation, and you have already admitted through an apology that this is a negligent scenario that can happen and did. You all never sent me that email and I never knew my flight was cancelled. I couldnt care any less about finding a new flight, I care I found out 5 hours before leaving for the airport because I had to call customer service. As previously advised, as outlined before, I do not care whatsoever that the flight was canceled and this isnt what it is about. Again, I am forwarding these conversations to the BbB because this matter is not resolved. 

  Customer response

  11/01/2024

   
  Complaint: 22495951
  
  I am rejecting this response because: I have included the correspondence Spirit Air sent in attempts to confuse me into responding to them without an advocate present, and then be able to close this without witnesses to the interaction. 
  

  I have mentioned numerous times at this point that the compliant isnt in regards to the cancellation itself. Its in regards to the fact that Spirit never sent me any information, nor does Spirits online user interface inform you of said cancellation. I kept trying to check in and finally called to ask why my flight wasnt refreshing. Im so glad I didnt wait until I for the airport and would have had to wait there 15 hours  
  

  You all seem to think Im mad the flight was cancelled. Ive made it abundantly clear Im not, and that your poorly trained staff never informed me that I couldnt receive a refund or a voucher, and I attempted numerous times to reject that voucher. Please erase it, I dont want it.

  All-in-all, and I cannot stress this enough, I am infuriated at the malfeasance of your business and the horrible practices you have to con people out of their money, like accepting a refund barring you from a hotel voucher.

  Again: THERE WAS NO EMAIL OR ANY MENTION OF THE FLIGHT BEING CANCELLED WHICH IS NEGLECTFUL ON YOUR PART AND MALFEASANCE. I WAS 3000 MILES FROM HOME WITH NO TIME TO PREPARE A PLAN, THIS WAS NOT A PIZZA I ORDERED THAT NEVER GOT DELIVERED. YOUR WEBSITE ***** AND IS NOT USER INTUITIVE WHATSOEVER. Is that better?

  whoever is reading these has to see the frustration I have with dealing with you. Ive repeated myself numerous times and none of you will listen. BBB please help  

    
  

   

   

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

  Customer response

  11/01/2024

  To clarify: if I had received notification the moment the flight was cancelled, I would have had more time to make plans and find a different way home. Rates would have been cheaper than booking something last minute and I would have way more options. So by never receiving correspondence and your website clearly indicating no flight, I ended up paying far more at the last minute. This is the literal definition of malfeasance. 

  Customer response

  11/01/2024

  Also one more time for clarity: please take the travel voucher back. Your customer service rep ***** leave me alone about it when I said no numerous times. Again, for the record, I never wanted your $30 voucher for your negligence and I dont want it now. There is 100% no way I would ever fly with this company again if their communication infrastructure is this poorly constructed. 

  Customer response

  11/01/2024

  The matter concerning me being upset about the cancellation is closed, but not the matter of the email not being sent. I will be refilling the claim so you answer the proper complaint. 

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I bought tickets for Spirit airline. We flew out of ********** on October 23 to *******. On October 29, we flew out of ******* to come back to **********. When purchasing our Tickets we were told we were allowed to have a personal bag per each ticket. On the way down we had no issues. When we went to come home at the time of boarding the plane our tickets said no bags. When I questioned it we were told by a supervisor that their terms of service had changed while we were in ******* and that they no longer allow personal bags. The only option was to pay for our bags which costed 79 dollars each. When I contested this, we were told you could either a dont take the flight or be leave your bags or see pay for the bags. Which we had no other option but to pay the 150 some dollars for our bags because we had personal items that we needed such as life sustaining medicine. Ive contacted them and was told they give no refunds on bags. We were scammed to pay for something that we did not need to pay for. Fortunately, we actually had the money to pay for it, but there were a couple other passengers. They did not have the money and essentially had to leave their bags behind. I would like a full refund for my bags not my tickets just my bags

  Business response

  10/31/2024

  Hi ******, 
   
  Thank you for reaching out to Spirit!
   
  We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.
  
  
  
  Im so sorry to hear about your experience. I completely understand how frustrating unexpected charges can be; however, we rely on the expertise of airport agents to assess the correct baggage charge based on our guidelines.
  
  
  Your ticket includes a free personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (18x14x8 inches) at the check-in counter, and at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur an additional charge. Keep in mind that baggage prices are cheaper when purchased in advance and online. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. Keep in mind that Guests can pre-pay for their baggage. Our team can verify that a bag is pre-paid for when their boarding pass indicates they are in Zone 1. All baggage charges are non-refundable. The baggage sizes are listed on our website at the link below for your review: *******************************************************
  
  
  Please know that we do all that we can to ensure that our guidelines are followed on a consistent basis, and we will ensure that we address this matter on our end. 
  
  
  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.
  
  
  
  For further review, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  
  
  Have a great day! 

  Customer response

  10/31/2024

   
  Complaint: 22492752
  
  I am rejecting this response because:

  you must not have read my message. When we flew down. We had a book bag, which was a personal bag, when we flew back. We had the same book bags that was a personal bag.. we had no issues flying down but coming back we were told by your supervisor at ***************************** that your terms of service changed while we were on vacation and that you guys no longer allow personal bags and that we had to pay for our bags even though they were book bags/Personal bags.. If this was a problem, dont you think your Experienced people that work for you wouldve flagged us on the way down. We were not the only ones that were told this they were multiple people that were told this you gave us no option, but to have to pay for a bag that we did not have to pay for. Your supervisor lied to our face just to make us have to pay, Wanna know a little more, the lady working the desk for you guys came and pulled us to the side and told us what you guys were doing was not right and that we needed to file a claim immediately. You guys completely robbed us because your supervisor Was either having a bad day or just wanted to be rude. I would like to be refunded for my bags as I stated we did not need to pay for them.
  

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

  Business response

  11/01/2024

  As previously stated, 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 they are in Zone 1. All baggage charges are non-refundable. The baggage sizes are listed on our website at the link below for your review: *******************************************************
  
  Please know that we do all that we can to ensure that our guidelines are followed on a consistent basis, and we will ensure that we address this matter on our end. 
  
  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.
  
  For further review, provide your confirmation code, and e-mail address used when booking your reservation

  Customer response

  11/02/2024

   
  Complaint: 22492752
  
  I am rejecting this response because:
  At this point you are just playing games, if you really wanted to know everything so you can review it, you would have taken my name and also when and where flew out of to figure everything out. Your team scammed us and multiple people out of money. This is disgusting how you guys Carry your business and how you treat your customers, I will never ever fly a ********************** flight again. As I stated multiple times, we had a personal bag which was a book bag that we should not have had to pay for. Seriously Im done with the games you keep trying to give me the runaround with your no refunds on bags. What your Employees that should be criminal. They essentially stole money from us. But to make you happy Our flight confirmation number was LMV46N so you can look more into this. I see you really value your customers.
  
  ****** *******

*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. ↩