ComplaintsforSpirit Airlines

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Spirit flight number 1490 from *** to SEA was initially delayed 30 mins from the departure time of 9:16p on 10/29/24. We boarded and waited another 2hrs to be told to ******* the plane. After receiving several emails of various times and delays I spoke to a Spirit phone *** that told me all could be done was to refund or flight credit and put me on the next available flight which was on the 30th approx. 9p getting in Thursday (10/31/24) at approx. 12a... AND then was told because of the refund no hotel voucher would be given BUT you want me and my other passenger to stay in an airport for almost 24hrs at NO FAULT of our own?!?? Now 20mins before 12:45a on 10/30/24 the gate agents announce a extremely delayed time of 8:10a WHICH ME NOR MY OTHER PASSENGER can get on due to the cancelation. I call back and explain the situation and Spirit proceeds to tell me that I would have to pay for the seats that I already had and it was showing one seat available!! HOW WHEN WE ALL WERE JUST KICKED OFF THE ******** Plus the agent NEVER put us on the next 9p flight!THE DELAY WAS AROUND:1ST) PILOT WAS RUNNING LATE 2ND) THEN WAITING ON A COPILOT 3RD) WAITING ON ANOTHER COPILOT TO COME FROM ANOTHER SPIRIT PLANE THAT JUST LANDED (ALL OF THIS IS BETWEEN ************** ON 10/29/24)4TH) WAITING ON NEW CREW FOR PLANE 5TH) NO NEW CREW AND NOW CURRENT CREW CAN'T FLY, EVERYONE OFF!THIS IS COMPLETELY UNACCEPTABLE BUSINESS PRACTICE... This isn't even about the crew situation, it's about a 9p flight being rebooked all the way to another day because of poor management of flight crew and their availability and the poor communication between Spirit's system to the staff and to the customers! AND to ONLY offer $30 meal vouchers that can't even be used is a slap in the face. The refund doesn't do me any good if I'm stuck in a city I don't live in and now nowhere to rest with my 65yo mother with a pace maker and COMPLETELY STRESSED!!!WE HAD TO SPEND $600 TO GET HOME AT A DECENT TIME!!!!!!

  Business response

  10/30/2024

  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 delay.
  
  
  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.
  
  
  
  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.
  
  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.
  
  
  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 passengers and crew are a top priority.
  
  
  
  Our records show your flight was delayed due to a crew-related issue. Delays and irregular operations, although rare, do occur. Please know that we never want to interrupt our guest's plans. We do all that we can to leave on time, but the safety of our guests and crew will always come first.
  
  
  
  Our records show you requested a refund when you used our chat bot feature and when you called into our Reservations line. Your refund request was processed on 10/30/24 in the amount of $197.98. The refund was issued back to the **** ending in 5852. 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.
  
  
  Additionally, I do see Future Travel Vouchers were 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 **************.
  
  
  
  We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this delay affected your travel arrangements; unfortunately, we are unable to issue any further compensation for this delayed flight.
  
  
  
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit! 

  Customer response

  10/31/2024

   
  Complaint: 22490924
  
  I am rejecting this response because: I also have chat proof that said I was refunded and was to use the same confirmation about the 9p flight for 10/30/24. The agent stated that I would be basically flying for free and I confirmed I was on the flight and she said yes! 
  
  Sincerely,
  
  ***** *******

  Business response

  11/01/2024

  As previously stated, Our records show you requested a refund when you used our chat bot feature and when you called into our Reservations line. Your refund request was processed on 10/30/24 in the amount of $197.98. The refund was issued back to the **** ending in 5852. 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.
   
  Additionally, I do see Future Travel Vouchers were 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 **************.
  
  We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this delay affected your travel arrangements; unfortunately, we are unable to issue any further compensation for this delayed flight.

  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

  11/02/2024

  I will continue to reject this response and complain until properly compensated! My chat proves that I asked several times about the rebook and all ***resentatives stated it was the same confirmation number, which was false AND the phone customer *** also saying that we were rebooked to the following day at 9p. I even had the gate agent call to try abs get your supervisors to do the same and she gave them my info and they looked it up and told her they couldn't change that 9p flight and put us on the new 8a fight!!! Plus see all of the attachments of your airline consistently NOT having pilots and proper crew to fly at stated times people pay for!

  Customer response

  11/04/2024

   
  Complaint: 22490924
  
  I will continue to reject this response and complain until properly compensated! My chat proves that I asked several times about the rebook and all ***resentatives stated it was the same confirmation number, which was false AND the phone customer *** also saying that we were rebooked to the following day at 9p. I even had the gate agent call to try abs get your supervisors to do the same and she gave them my info and they looked it up and told her they couldn't change that 9p flight and put us on the new 8a fight!!! Plus see all of the attachments of your airline consistently NOT having pilots and proper crew to fly at stated times people pay for!
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My reservation was canceled via Expedia but i was never refunded.

  Business response

  10/30/2024

  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 truly apologize for any difficulties encountered with your reservation. Our records show the **** card on file is currently in dispute. Any credit card disputes received by our accounting department will be investigated and handled in conjunction with the financial institution.  As such all funds have been frozen until the ***** business days investigation has been cleared. At this moment we do not have any further information to provide, and we also cannot refund or issue any compensation as there is an investigation underway. Please contact your financial institution for further assistance. 
  
  
  
  
  
  Have a great! 

  Customer response

  10/31/2024

   
  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,
  
  ***** ****

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 2, 2024 I booked a roundtrip flight on Spirit airlines and included a car rental in the booking and also purchased the insurance on the whole trip. Yesterday they notified my of a change of flight with a more than 3 hour layover and my original booking was a non stop 3hr and 15 minute flight. I called today October 29, 2024 to rebook the flight to a non stop same day but I won't arrive in ****** until 5:30 pm instead on 11:am. They told me I had to change the car reservation and I was redirected 4 different times between Car rental company, Spirit Vacations, and back and forth between Spirit customer service. I am disgusted, they made this booking which I paid for flight and car in full on 9/2/24. Spirit needs to take care of notifying Thrifty of the 6 hour delay in my flight due to their changes in my booking.

  Business response

  10/30/2024

  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. 
  
  
  
  Spirit and the car rental company are two separate entities, each owned and operated individually. Any modifications or cancellations with the car rental must be made by you directly. Spirit is not liable nor responsible for any car rental or hotel booking issues. 
  
  
  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

  10/30/2024

   
  Complaint: 22487417
  
  I am rejecting this response because:
  Spirit made this booking flight and car and I am not able to get in touch with Thrifty. Was told that I did not make the booking so spirit had to make any changes. All I want is for spirit to notify thrifty of the delay in picking up the vehicle. Spirit needs to take responsibility for delaying my flight and therefore the car delay. I am a free spirit ********** holder as well as a savers club member. I pay for both of these and deserve some consideration.
  Sincerely,
  
  ****** T *****

  Business response

  10/31/2024

  As previously stated, Spirit and the car rental company are two separate entities, each owned and operated individually. Any modifications or cancellations with the car rental must be made by you directly. Spirit is not liable nor responsible for any car rental or hotel booking issues. 
   
  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

  10/31/2024

   
  Complaint: 22487417
  
  I am rejecting this response because:
  Once again I called spirit, Priceline, Thrifty Car rental and No One Will ***** to Me because Spirit made the Booking As a Package. Please do your job and pick up the and call Thrifty and let them know Flight Changed and Therefore pick up should be at 6:00 PM!!!
  Sincerely,
  
  ****** T *****

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2 round trip tickets from *********, ** to *********, ******. I upgraded to the GO Savvy which covers either a checked or carry on bag. When my family arrived to the airport the gate agent said she did not see the upgrade and made them pay for 2 checked bags. I spoke with a. Phone agent and they denied a refund. We were charged for bags we shouldn't have been charged for. I have reached out through their chat option and have been denied a refund. So I spent 180 for something that was covered under the upgrade.

  Business response

  10/29/2024

  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 ancillaries purchased. 
  
  
  
  To better assist you, please provide your confirmation code, and e-mail address used when booking your reservation. We also request proof or any supporting documents to back your claims.
  
  
  
  
  Have a great day! 

  Customer response

  10/31/2024

   
  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,
  
  ***** Ravnell *****

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband (***** *****) and I flew from *** to *** on Saturday, October 26, 2024. Our departure time was at 8:29am (flight 362) however, due to inclement weather, we were delayed 1 1/2 hours. Upon landing at ***, we had a hard landing which resulted in the hyrolics malfunctioninig and the plane unable to turn. We were stuck on the runway for an additional 1 1/2 hours. A flight which should have been 2 1/2 hours involved us being on that plane for 6 hours without so much as an offer for water or a snack. We understood when booking that those were available for a fee, but a 2 1/2 hour flight would be no problem. With the extra delays, the least that could have been offered to us was some water and a cookie. We asked after the first delay and were denied a complimentary snack/drink. Upon landing and being stuck, we asked for the stairs and a shuttle and were ignored. The customer service of the staff was terrible. After an hour, an elderly couple asked to purchase some water, and were told they were unable to sell anything. We were then told if we were stuck an additional 20 minutes, water would be provided, which it wasn't. 6 hours without offering so much as some water and a cookie is unnecessary. The delays were not our fault. It caused people to miss flights and other events. I called customer service and was refused to speak to a manager, I was told to go online and speak to a chat bot. When we were finally allowed out of the plane, I attempted to speak to a manager at the ticket booth, but ***** refused to come out. We were told it would be awhile, and we couldn't wait. We had to go pick up our car at the dealership. We are requesting compensation for this terrible experience we had.

  Business response

  10/29/2024

  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'm truly sorry for the overall experience and for any interruption to your travel plans. I can only imagine your frustration, this delay caused. 
   
  I found that your LAX-DFW flight was delayed 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.
   
  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.
  
  
  
  I can assure you that we are highly confident in our pilots abilities and would not jeopardize the safety of our passengers and crew members by placing an under trained or under qualified pilot in command. Spirit has an outstanding safety record which we have maintained through years of experience, careful training and planning.
   
  Our pilots are highly trained using class D approved simulators; these simulators allow us to introduce all kinds of variables and situations that may or may not be encountered during actual flying. This allows us to train our pilots in a controlled environment and gives them thousands of hours of practice and experience.
  .
  
  There is no complimentary beverage or snack service on Spirit flights. Doing this helps us to keep prices low for all of our passengers. Guests are strongly encouraged to take all necessary medical precautions to prepare for their flight. Snacks and beverages can be purchased within the airport terminals or brought on board from home. 
  
   In your situation, I do see you were previously assisted. As travel has been boarded and completed, Spirit does not issue refunds for services rendered. However, I do see Future Travel Vouchers were issued to you, you should have received an email with the details. I 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 **************.
  
  
  
  We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this delay affected your travel arrangements; unfortunately, we are unable to issue any further compensation for this delayed flight.
   
  While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!
  

  Customer response

  10/29/2024

   
  Complaint: 22480363
  
  I am rejecting this response because: 

  1, the additinal delay when we were stranded in the tarmac was not addressed

  2, I understand the snacks and drinks weren't included, but the decent thing would have been to offer them once we were delayed a total of 3 hours. I understand that the weather delay and hydrolics breaking were out of their control, but it wasn't our fault either.

  3, we were not assisted by anybody, the supervisor at the airport ticketing refused to come out to speak to us. No travel vouchers were recieved either. In this case, a refund is warranted with everything my husband and I went through on this flight.

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

  Business response

  10/30/2024

  As previously stated, your LAX-DFW flight was delayed 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.

  In your situation, I do see you were previously assisted. As travel has been boarded and completed, Spirit does not issue refunds for services rendered. However, I do see Future Travel Vouchers were issued to you, you should have received an email with the details. I 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 **************.
  
  We are sorry that you feel your experience with us did not measure up to the standards we strive to achieve. We extend our utmost apologies that this delay affected your travel arrangements; unfortunately, we are unable to issue any further compensation for this delayed flight.

  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

  11/05/2024

   
  Complaint: 22480363
  
  I am rejecting this response because:

  Again, you're only ans about the initial weather delay. I unde that was beyond your control, but it was beyond ours as well and we're just asking for some human decency on your part.

  also, don't forget about the hour and a half delay upon landing due to your error. The plane was able to turn until we landed roughly and your pilot broke the hydrolics that allowed us to turn and we were stuck on the tarmac and refused to let us off the plane or have anything to drink or eat. That is in your control. Your pilot caused the last delay and we are requesting compensation for it. We didn't recieve a voucher. I will be filing a class action lawsuit as many people on the plane were upset about the experience and lack of empathy on your flight attendants. 

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

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased flights through ********* on 9/8/24. Step Daughter was admitted to a behavioral health facility on 9/26 due to suicidal thoughts and intentions and discharged on 10/2. She was enrolled in a partial hospitalization program, which she is still in. I cancelled my trip on 10/10 and started inquiring from Spirit about a refund. They told me I need to submit the following:Can you please provide ONE of the following documents to better assist you:Hospitalization record Doctors notice Police Report Please note the document must include: Organizational letterhead Hospitalization record Issue date Patients name Period of treatment if applicable ****************** Physician This is a lot of personal info, and much of it violates HIPPA laws. When I submitted the only document we have (which is attached), I was told this:"Please get an updated doctor's notice with the inclusion of your full name and your relation on the document and the patient's name stating why you're unable to travel."I just want my purchase refunded. I shouldn't have to disclose private medical info beyond what I already have.

  Business response

  10/28/2024

  Hi ******,
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  We are sorry to hear that you were unable to travel with us. We hope that your family is doing well. 
  
  Please know that all Spirit fares and optional services are purchased as non-refundable and non-transferrable. The only exception for a refund is if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven days or more prior to the flight's scheduled departure. Please see section 3.3.3 of our Contract of Carriage (a document you agreed to upon securing a reservation with us) for details. You can review the full Contract of Carriage here: Contract_of_Carriage.pdf (**************************). Please also see : **********************************************************************************.
  
  We apologize for any miscommunication that may have been provided. I see that we have already issued a reservation credit for this booking. We are not able to provide you with a refund since this was an active flight, which was not canceled by Spirit. The details of this credit, including how it can be used, can be found below.
  Your reservation credit:
  is valid for trips booked within 365 days of issuance on any flight dates available in the system
   can be used for multiple bookings until the full value is used
   can be applied toward airfare, bags, seats, taxes, and fees
   can be redeemed by any Guest linked to the original reservation
   can be redeemed via ************************** or by calling Spirit reservations at ************
  Reservation Code: JKFYVJ
  Amount: $355.96
  Expiration Date: October 9, 2025
  
  Click here for more information on how to redeem your credit.
  
  If you have additional questions, please reply to this email and well be happy to assist.
  
  We look forward to serving you on your next flight.
   
  For additional information or assistance, you may contact our ************************** by clicking on the link below:
  
  *****************************************************************
  
  Sincerely,
  
  Vee
  Corporate Consumer Relations

  Customer response

  10/28/2024

   
  Complaint: 22474500
  
  I am rejecting this response because: You asked for details regarding a refund that I supplied.  I apologize if my step daughter did not plan this far enough in advance but we felt it was dangerous for us to leave her at this difficult time.  As I mentioned, I am not sure if we will be traveling anytime within the next year or two because of this situation and on top of that, hospitalization costs are astronomical so tying up the $350 is not an option right now. 
  
  Sincerely,
  
  ****** ****

  Business response

  10/29/2024

  Hi ******,
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  As I have fully researched your concerns, and reviewed our Contract of Carriage, I'm afraid I'm unable to alter the position provided. As previously communicated, all Spirit fares and optional services are purchased as non-refundable and non-transferrable. The only exception for a refund is if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven days or more prior to the flight's scheduled departure. You were issued a reservation credit, which expires on October 11, 2025, which is in keeping with our established guidelines.
  
  Sincerely,
  
  Vee,
  Corporate Consumer Relations 

  Customer response

  10/29/2024

   
  Complaint: 22474500
  
  I am rejecting this response because:

  I am asking for a refund.  At this point, I dont really want to do further business with Spirit.  By holding my money as a credit, you are in essence holding me hostage to fly with you, which based on this experience, I dont want to do.  

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

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a plane ticket with spirit airlines departing On October 23 2024 at 3:33 supposed to arrive at 7:40 I was supposed to be in a business appointment at 8:30am I missed my appointment due to unnecessary delay by the airlines airlines are required to depart on time unless its a really emergency the pilot said on the plane that it was nothing serious and that he dont understand the unnecessary delay

  Business response

  10/28/2024

  Hi Ixander,
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I am sorry that your recent experience with us was not pleasant. I've confirmed that the aircraft scheduled for your flight was coming in from a different station that experienced a delay due to operations. When this happens, it causes a domino effect resulting in subsequent delays to other scheduled flights, including your trip.  
  
  When a flight is delayed for two or more hours, Guests will have the option of being re-booked on the next available Spirit flight or receiving a refund or a Reservation Credit of the affected segment. Please note that Guests do not have the option of boarding and receiving a refund. Since you boarded and successfully traveled on the flight, a refund is not something we can provide. 
  
  I hope that despite this experience, you will involve us in any future travel plans you may develop. I have created a Future Travel Voucher in the amount of $30.00 for you, as a courtesy. 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. 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 ************.
  
  Guest name: Ixander *******
  Voucher code: *****************
  Expiration date: October 28, 2025
  
  For information on how to redeem your voucher, click here. 
  
  For additional information or assistance, you may contact our ************************** by clicking on the link below:
  
  *****************************************************************
  
  We look forward to welcoming you onboard in the future.
  
  
  Sincerely,
  
  Vee
  Corporate Consumer Relations

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought Tickets on Oct 24 2024 from Spirit Airlines and also purchased their ********** for *****. Their claim was that it could apply for up to 8 members of your group traveling together. When we finished our family vacation booking for 5 people, for a round trip flight costing 1449$, the discount was a mere 90$ (45$ each way) . This seems like a reasonable discount for 1 person, not for 5 and earlier in the booking it clearly showed me, the primary contact having an SC near my name and everyone elses name having normal black dots next their names, meaning that the ************ was only applied towards me, when it was advertised as applying for everyone. We would like the Spirit Airlines company to remedy this problem by ******* their marketing to be more accurate or awariding the discount as advertised. We tried to get help by chat, but the customer service was not helpful and even seemed to be unaware of the claims made by marketing. Then worked only to justify the current way the website was working. Thank you for your help!

  Business response

  10/28/2024

  Hi ******,
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  Please note that when Guests purchase their flight online, the option to purchase a standard fare or the *********** may appear during the booking process. The notice with the enrollment fee, along with a link for the terms and conditions of the ***********, will appear on the bottom of the screen for Guests who would like to
  purchase the membership fare and are non-members. Details regarding the standard fare as well as the *********** fare, is also provided for full disclosure, prior to confirmation of the reservation. 
  
  
  
  I have provided a copy of the Terms and Conditions for your convenience.
  
  For additional information or assistance, you may contact our ************************** by clicking on the link below:
  
  
  *****************************************************************
  
  
  Sincerely,
  
  
  Vee
  Corporate Consumer Relations

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I was going to fly with my psychiatric service dog so I called the ***** number and asked if I could or if I would need to pay, they said it would be free as long as they are a certified psychiatric service dog. I then tried to fly with my psychiatric service dog and the Spirit employee at the checked bag counter didn't let me even though I showed the certificate, I asked why and they just told me **** step aside" and would not even let me speak to them. He is a certified psychiatric service dog. After I called the spirit ***** number only then did they inform me that I needed to submit paperwork 48 hours prior to the flight. This was not explained to me when I initially called the ***** number, they just told me that I needed to bring the certificate. I don't know all the in's and out's of this process that is why I called. I am requesting for my spirit points and money to be refunded for the flight that I was not allowed to board with my dog. I flew alot to earn those points only to just lose them for nothing.

  Business response

  10/28/2024

  Hi Angel,
  
  I'm so sorry that your recent experience with us was not pleasant. I want to research this matter for you, so Ive gone ahead and forwarded this incident to our Disability Specialist for further review. Once the reports are gathered, they'll be in touch with you. The investigation may take some time to complete, so I thank you in advance for bearing with me through this process.
  
  Best,
  
  Vee
  Corporate Consumer Relations
  

  Customer response

  11/07/2024

   
  Complaint: 22469950
  
  I am rejecting this response because:
  

  Spirit tried telling me that I was already refunded ***** points. I was not refunded ANYTHING for this ***** point flight. The ***** refund they were talking about was for a flight change that was done a few days before. I never got my ***** points refunded.

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

  Business response

  11/08/2024

  Hi Angel,
  
  My name is ******* and Im a part of our Disability Specialist team here at Spirit. Your recent correspondence has been forwarded to my attention for further assistance.?Im reaching out to personally apologize for any frustration you may have experienced. I assure you that we take pride in offering quality service to all of our guests, especially those traveling with special needs. Immediately upon receiving your correspondence, we reached out to our Miami ***** station and ************************* teams for reports related to the incidents you described. Im grateful for the opportunity to address your concerns. 
  
  According to the reports received from our *************** I learned we do not have a record of a call being received from your phone number on file between the dates of October 10th (when you reservation was placed) to October 15th. 
  
  For future travel, when traveling with a Service Animal (SRVA) we require Guests to provide us with the task that their dog is trained to perform to assist with their disability. Guests are also required to complete and submit the?U.S. *********** Animal Air Transportation form?at least 48 hours before your flight. If this form is not submitted at least 48 hours prior to your flight, while we will do our best to review and approve them, we cannot guarantee travel with your animal. When the flight is booked within 48 hours of scheduled departure time, the form can be taken to the airport to be reviewed by a ************* Agent (GSA). If there is not sufficient time to review the forms, there is a chance the animal will be denied. Therefore, we recommend arriving to the airport at least 2 hours prior to departure for domestic flights or 3 hours for international travel.? 
  
  Please keep in mind: 
  
  These forms will need to be submitted for each reservation you will be traveling on as documents are not kept on file. 
  We also recommend you carry these forms throughout your travels. 
  
  According to the reports received from ***, I learned there are no records of you being assisted by an agent at ***, an no agents recall any Guest inquiring about traveling with an **** on this day. After review, as we have no record of any incorrect information given about our SRVA process or interacting with any agent at ***, I have determined that our service met the standards set out by ourselves and the ***************************** (DOT) disability rule. For more information about traveling with an ****, please visit our website at ***************************************************************************  
  
  Additionally, In cases where a Guest is denied boarding with their SRVA, we should be reaching out within 10 days, and I am so sorry we did not. I admit, we were not in line with the **** disability rule and have since reminded our *** station to notify me when situations like this occur. They will be using this for their ongoing training.
  
  I am truly sorry to see that you missed your flight on this day. I am grateful to see you were refunded the ***** points used for this segment of your reservation. I trust Ive addressed your concerns in a satisfactory manner; however, Im required to inform you if you choose to pursue enforcement action, you have the right to contact the **** in accordance with ACAA and DOT rule 14 CFR Part 382.
  
  If you encounter any problems when traveling with us in the future, we encourage you to ask our Spirit customer service personnel for a Complaint Resolution Official (CRO). Our CROs have been specially trained and are aware of applicable DOT disability regulations. Our CROs are available at all airport locations and will be glad to respond to your concerns.
   
  If theres anything I can do for you, please do not hesitate to let me know. Its my pleasure to assist!
   
  Best,
   
  Whitney
  Corporate Disability Specialist
  CRO 

  Customer response

  11/12/2024

   
  Complaint: 22469950
  
  I am rejecting this response because:

  What the business stated is incorrect. They stated I received a refund of my ***** points for this particular flight. I received ZERO refund for this flight. The ***** points that they are referring to are for a "change of flight" that was done a few days prior for a cheaper flight. I still need my ***** point refund for this particular flight.

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

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased two tickets for travels from *** to *** and ended up cancelling on 10/14/24 and rebooking a couple days later. I contacted spirit and was told I can do this through the phone messaging which I did. I got a confirmation of the cancellation and had been told I would be refunded. I then rebooked two new flights and paid again. Now I have double charges on my card. They are not refunding me for the original as they said its only a credit they will put on the account. When booking the new flight there is no credit to use so I paid again. Now I have double charges. I need help with one of these to be refunded. This was for confirmation number: BMNC9N

  Business response

  10/28/2024

  Hi ******,
  
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  
  We are sorry to hear about your concern regarding your reservations, we understand how frustrating this can be. 
  
  ******, our review of your interaction with our agent, does not reflect that a refund was offered. However, our record reflects that Spirit's Cancellation Policy was provided. I have provided the policy below for your reference.
  
  All Spirit fares and optional services are purchased as non-refundable and non-transferrable. The only exception for a refund is if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven days or more prior to the flight's scheduled departure. Please see section 3.3.3 of our Contract of Carriage (a document you agreed to upon securing a reservation with us) for details. You can review the full Contract of Carriage here: 
  
   Contract_of_Carriage.pdf (**************************).
  
  Please also see : **********************************************************************************.
   
  I see that a reservation credit has already been issued for reservation BMNC9N.  The details of this credit, including how it can be used, can be found below.
  Your reservation credit:
  is valid for trips booked within 365 days of issuance on any flight dates available in the system
   can be used for multiple bookings until the full value is used
   can be applied toward airfare, bags, seats, taxes, and fees
   can be redeemed by any Guest linked to the original reservation
   can be redeemed via ************************** or by calling Spirit reservations at ************
  Reservation Code: BMNC9N
  Amount: $709.98
  Expiration Date: October 13, 2025
  
  Click here for more information on how to redeem your credit.
  
  For additional information or assistance, you may contact our ************************** by clicking on the link below:
  
  *****************************************************************
  
  Sincerely,
  
  Vee
  Corporate Consumer Relations

  Customer response

  10/28/2024

   
  Complaint: 22468304
  
  I am rejecting this response because:
  
  

  while you reviewed the transcript of my messaging with the agent, you did not review the original phone call I had that advised me I can text and cancel my flight and I would get a refund. I immediately went and rebooked another flight and spent more money. If I was getting a credit, wouldnt the logic have just suggested I use the credit for the new flight? I was obviously told Im getting a refund hence put my credit card in and charged myself again. 

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

  Business response

  10/29/2024

  Hi ******,
  
  We appreciate your continued correspondence through the Better Business Bureau.
  
  As I have fully researched your concerns, and reviewed our Contract of Carriage, I'm afraid I'm unable to alter the position provided. As previously communicated, all Spirit fares and optional services are purchased as non-refundable and non-transferrable. The only exception for a refund is if a reservation is canceled within 24 hours of initial booking, provided the reservation was made seven days or more prior to the flight's scheduled departure. 
  
  Sincerely,

  Vee
  Corporate Consumer Relations

  Customer response

  10/29/2024

   
  Complaint: 22468304
  
  I am rejecting this response because:

  this Is not what I was told and I am not accepting this answer  

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

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