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Initial Complaint
10/23/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Spirit airlines cancelled our flight, offered us a flight 2 1/2 days later so we were forced to rebook thru a United airlines costing ****** each to get home safely later the same day. I had two friends with me and my mom had to pay because we didnt have enough money at 8 times what we paid for our original flight. I want our money reimbursed for the flights we were forced to book. ******* total for the three of us. ****** **** ****** ***** ***** *********
Business response
10/24/2024
Hi ******,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

Our records indicate that your flight was cancelled due to Air Traffic Control decisions associated with adverse weather. Air Traffic Control (ATC) is the governing body that ensures the safe operation of all aircraft flying at any given time. When there is any kind of inclement weather, ATC makes sure that there is enough safe space between aircrafts to allow for safe travel. During times like this sporadic delays and cancellations may occur due to the limited airspace in affected areas.

When these unexpected cancellations happen, we can re-book you on the next available Spirit Flight or, we can issue a refund of the unused portion of your itinerary. I see that a refund was issued to the card on file on October 18, 2024.
Please note that we are unable to provide reimbursement for additional expenses incurred, since the flight cancellation was considered uncontrollable due to weather, which is outside of our control.

For additional information or assistance, you may contact our ************************** by clicking on the link below:

**********************************************************************;
Best,

Vee
Corporate Consumer Relations

Customer response
11/06/2024

Complaint: 22465868

I am rejecting this response because:

Sincerely,

****** ****
Initial Complaint
10/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
An employee of this business made an error that has caused me emotional distress and the company is making me pay twice to include my pet on the flight.
Business response
10/24/2024
Hi *****,

We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.

Our record reflects that your pet fee was inadvertently removed from your reservation, during the modification process. We apologize for any inconvenience that you may have experienced. We are happy to see that this issue has been resolved.

For additional information or assistance, you may contact our ************************** by clicking on the link below:

**********************************************************************;

Sincerely,

Vee
Corporate Consumer Relations
Initial Complaint
10/22/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 07JUL2024, I purchased two round trip tickets from ********* to ********* from Spirit (Departure: 20Oct2024, Return: 22OCT2024). Total cost: $592.36. On the day of travel I received a notification from the Spirit app that my scheduled departure time of 9:37PM was pushed to 10:27PM (received ~3:30PM). Received a second notification from the app that my scheduled departure time had changed again to 11:20PM (received ~4:45PM). I arrived with my other passenger at *** at 7:17PM, walked to the gate to confirm the flight number and time. The board displayed Departure 11:20 Delayed. We then went to a restaurant in the same terminal and returned to the gate at approximately 10:30PM. There was a customer at the ******************** desk who was upset because the plane had already left. According to the attendant "about a half hour ago". There were others at the gate who came to this realization at the same time, and it became a chaotic scene as everyone tried to fix their travel arrangements. At this time all airport boards still displayed Depature 11:20 Delayed as did my Spirit app. I was directed to the customer service hotline as the person at the desk could not help us all at once. The person I first talked to seemed to not understand that the plane was no longer at ***. I was passed on to their supervisor who said they would rebook for a $99 fee, which I did not agree to because had their app not sent me the notifications I would have been at the gate at the scheduled time. The notifications were premature and inaccurate. At this time the Spirit attendant desk was free, so I returned to him who offered to rebook my flight, however there was only 1 seat left, which did not suit my needs. He gave me a refund. I would like to know the reason the plane was "undelayed". Also, why did the airport boards/app display inaccurate information? I did not get a clear explanation.
Business response
10/23/2024
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 missed flight.

As per the terms of our Contract of Carriage, in the event of a delay, Guests are recommended to remain in the gate area for updates and possible early departures or arrive at the original scheduled departure time. Spirit shall not be liable to any Guest who misses a flight, which departed earlier than the estimated departure time posted for the delay. This was agreed to upon securing a reservation with Spirit.

Here's a direct link to our Contract of Carriage.

Flight statuses can change at any time, and if we have the opportunity to get you on board our aircraft sooner, well certainly take advantage of that. Additionally, if you walk away from the gate, there are many places in the airport in which our announcements are inaudible.

Guests who miss their flight are offered the $99 same day change fee to be re-booked for the next available Spirit flight as a way to assist instead of making guests buy a brand-new flight ticket, as flights booked on the same day of travel are typically more expensive.

For further review, provide your confirmation code, and e-mail address used when booking your reservation.

Have a great day!
Customer response
11/06/2024

Complaint: 22461359

I am rejecting this response because:
I posed specific questions and they were not answered.
Sincerely,

**** ******
Customer response
11/06/2024
Full email chain, no response given since my last inquiry
Customer response
11/06/2024
Full email chain, no response given since my last inquiry
Initial Complaint
10/22/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
my son was denied a seat I paid for
Business response
10/23/2024
Hi Rajane,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

I am sorry to hear about your booking issue in reference to your recent onboard experience.

Please allow me to clarify that at Spirit, we dont tolerate discriminatory behavior from any of our employees. We ****** an environment of equality, both toward our staff and valued guests alike. With that being said, we expect our agents to adhere to and relay all of our policies with a friendly and professional demeanor.

We are committed to offering quality ************* and ensuring that experiences are both positive and memorable. Im sorry that yours did not measure up to these standards.

Ive shared your comments with the ******************** Team for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.

Brave's reservation reflects that you did not check-in, nor have a boarding pass for Brave. If a guest does not board the aircraft for any reason, the flight is automatically canceled in the system and all remaining segments on the itinerary are automatically canceled. The flights cannot be reinstated, and the airfare is non-refundable.

When you arrived at the gate you were advised of the above. It is the guest responsibility to ensure all guest traveling are checked in and properly equipped or travel.

As a one-time courtesy, I have issued a refund for Braves reservation. $127.00 has been refunded to the MASTER card ending in 2951. 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.

While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.
Initial Complaint
10/22/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
SUBMITTED A CLAIM FOR DAMAGED LUGGAGE. RECEIVED THE ATTACHED SPIRT AIRLINES EMAIL RECEIPT OF CLAIM ON 09/03/2024. I HAVE ATTEMPTED TO RESOLVE THIS MATTER WITHOUT ANY SUCCESS. HAD TO DISPOSE OF EXPENSIVE STROLLER DUE TO FRAME DAMAGE.
Business response
10/23/2024
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 that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.

Please know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.

You can use the link (******************************************************************) to initiate/update your mishandled bag claim. You may also check the status of a claim by calling the *********************** team at **************.

Please stay in direct contact with your claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.

Have a wonderful day!
Customer response
10/24/2024

Complaint: 22459579

I am rejecting this response because:

I have made several attempts via there only chat tool to resolve this matter. I have followed there protocol. Since it has been over 90 days since opening the claim, the stroller has been discarded.

Sincerely,

***** ******-*****
Business response
10/29/2024
As previously stated, all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.

You can use the link (******************************************************************) to initiate/update your mishandled bag claim. You may also check the status of a claim by calling the *********************** team at **************.

Please stay in direct contact with your claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims
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
10/29/2024

Complaint: 22459579

I am rejecting this response because: I have attempted multiple times to resolve this matter via the communication you stated in your message.

Sincerely,

***** ******-*****
Business response
10/30/2024
As previously stated, all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.

You can use the link (******************************************************************) to initiate/update your mishandled bag claim. You may also check the status of a claim by calling the *********************** team at **************.

Please stay in direct contact with your claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.
We have carefully reviewed your complaint and our resolution remains unchanged. There will be no further correspondence regarding this matter
Customer response
10/30/2024

Complaint: 22459579

I am rejecting this response because: as stated previously, I have made multiple attempts to follow the procedures you mentioned in your responses. I have not received any resolution (i.e. compensation) for my damaged item.
Sincerely,

***** ******-*****
Business response
10/30/2024
We have carefully reviewed your complaint and our resolution remains unchanged. There will be no further correspondence regarding this matter
Initial Complaint
10/22/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Date: 3/5/2024 Confirmation code : VH98YS Booked a flight for a wedding and cancelled the flight 3/18/2024 and they will not give a refund and already charged credit card that im still paying for, absolutely ridiculous non existent customer service, said must cancel 3 months before flight but booked the flight a week before, even bought insurance and was no help either
Business response
10/22/2024
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 booking you cancelled.

Be advised that a Guest who initiated a cancelation or modification after 24 hours of booking to their non-refundable reservations will be billed with cancelation charges; 0-6 days out is $119, 7-30 days out the charge is $99, ***** days out is $69 and no charge for trips more than 60 days out plus cancelation fees for each guest on the reservation of $22.99 each way. The remaining amount if applicable will be issued as a reservation credit. Change and cancellation charges are applied per Guest.

I was able to pull your reservation VH98YS, our record shows that this reservation was secured on 03/05/24 and cancelled on 03/16/24. You were sent a cancellation email for your initiated cancellation. As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable. There is no refund due as this was a guest-initiated cancellation.

Furthermore, 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 day!
Customer response
10/22/2024

Complaint: 22456752

I am rejecting this response because:
Its i cancelled on time and have insurance on the claim
Sincerely,

**** ***
Business response
10/22/2024
No it was not! The booking was cancelled outside of the 24-hour/7-day window. As previously stated, I was able to pull your reservation VH98YS, our record shows that this reservation was secured on 03/05/24 and cancelled on 03/16/24. You were sent a cancellation email for your initiated cancellation. As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable. There is no refund due as this was a guest-initiated cancellation.
Spirit and the travel agency company you stated you have are two separate entities, each owned and operated individually. You would need to file a claim with them. Spirit has no say in how they process claims
Initial Complaint
10/21/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On May 12, 2024 airline tickets were fraudulently purchased with Spirit Airlines under "****** *********" and "****** *********" (no known relation to me) for $1,535.76, with a round-trip itinerary from ********* to *************. The travel occurred on June 2, seated in 8A and 8B. I was at work on that date and could not have traveled, nor did I authorize this purchase. I have only flown with Spirit once, back in March, from *********** to *********, where I believe they took my information.We initially reported this fraudulent charge to ****************, our bank institution, and ***** the card issuer. During the investigation, ***** Fargo discovered that Spirit Airlines had credited the funds as reward points to a Spirit Airlines account, which I had never created. Additionally, **************** provided a reservation number, DHTN2Z, associated with a booking made using these unauthorized points. After thoroughly investigating the matter, ***** Fargo concluded that the next step would be to contact Spirit Airlines directly to resolve the issue and request a refund.However, despite multiple attempts to reach Spirit Airlines and seek assistance, we have not received any response. We went to *********** to seek more information but no one could help us there.This is a case of identity theft or fraud, as I was not traveling on the dates in question and didn't authorize these charges. The airline's failure to respond has left us no resolution for the unauthorized charge. This situation is causing significant stress and financial hardship, and Spirit Airlines must correct this error and process the refund to my bank account.We kindly request BBB's assistance in getting Spirit Airlines to address this complaint urgently and resolve the fraudulent transaction.Please find attached a police report and the communication emails with Spirit Thank you for your prompt attention to this matter.Sincerely,****** D ******* Henriquez *****
Business response
10/22/2024
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.

I hope this information helps, have a great day!
Customer response
10/22/2024

Complaint: 22454814

I am rejecting this response because:
I have already contacted our bank, ****************, and they confirmed that there is nothing further they can do, as Spirit Airlines credited the amount of $1,535.76 to an online Spirit account that I neither created nor authorized. My personal information and identity were used without my consent to establish this account. The funds were then converted into points for future ticket purchases without my agreement, as I do not have a customer profile or online account with **********************. I have no intention of using these points, as I have no interest in flying with Spirit Airlines. Therefore, I am requesting that Spirit Airlines refund the full amount directly to my original payment methodeither my ***** Fargo account or via checkinstead of issuing credit to an unauthorized account.

Sincerely,

****** D ********* ****
Business response
10/23/2024
As previously stated, 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.
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
10/31/2024

Complaint: 22454814

I am rejecting this response because:
I have contacted both, the financial institution and the cardholder ***** and requested the investigation reports. They have confirmed that I should receive these reports within 10 days, providing detailed information on the fraudulent transaction.
Since the airline has not yet provided specific details on how this occurred, I will review the reports thoroughly once received. This will enable me to gather and present clear evidence that I did not travel with Spirit Airlines on the dates related to the unauthorized purchase. Once I have these reports, I will submit them along with additional documents that prove I was not responsible for the transaction, as the airline has asserted.

Sincerely,

****** D ********* ****
Initial Complaint
10/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Spirit oversold a flight going from *******, ** to *********, **. The morning of the flight they delayed the flight by 1 hour 50 minutes changing the take off from 4:10pm to 6 pm. At 3:36 pm they sent out an email that the flight has been changed back to taking off at 4:20 pm. This change so close to the flight time led to 30+ people to miss their flight. Spirit did this on purpose order to avoid having to deal with the consequences of their overbooking, and instead put consumers in a circumstance which made it impossible for many passengers to reach the flight on time. Please investigate how many customers missed the flight, the reason for the delays and then moving the flight up, and how much time did customers have between the email being sent out and the boarding finishing, and whether that is logical enough time for someone to check their e-mail, and get to the airport for a flight they believe to be 2 hours away. They also refused to give anyone refunds or even spirit credits. I would like all passengers that missed the flight because of spirits actions to get a refund.
Business response
10/21/2024
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.

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.

As per the terms of our Contract of Carriage, in the event of a delay, Guests are recommended to remain in the gate area for updates and possible early departures or arrive at the original scheduled departure time. Spirit shall not be liable to any Guest who misses a flight, which departed earlier than the estimated departure time posted for the delay. This was agreed to upon securing a reservation with Spirit.

Here's a direct link to our Contract of Carriage.

Flight statuses can change at any time, and if we have the opportunity to get you on board our aircraft sooner, well certainly take advantage of that. Additionally, if you walk away from the gate, there are many places in the airport in which our announcements are inaudible.

Upon review, our records show a refund was processed on October 14, 2024, for your LAS-BUR flight. The refund was issued, in the amount of $89.09 back to the **** ending in 3773. 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!
Initial Complaint
10/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a flight booked with the airlines on June 29th which ended up getting delayed at least 5 times which I lost out on one day of hotel and car rental.. which came to a total of roughly 350 dollars.. not to mean losing out on attending my daughters wedding the following day also the sent me multiple vouchers for both myself and my girlfriend in the form of meals which we where never able to use .. that was 10 per person per delay for a total of 100 dollars.. Im am looking for a reimbursement of 100 for the unless vouchers 350 for the lost day of the hotel and car rental not to mention a full refund of both the tickets that I purchased which was around 700 dollars.. Im sure they have the exact amount on file..
Business response
10/21/2024
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.

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.

For further review, provide your confirmation code, and e-mail address used when booking your reservation.

Have a great day!
Initial Complaint
10/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On October 6th, 2024 we booked a flights with Spirit Airlines. The confirmation number for the flight is BQLI4B. The amount we paid was $1,271.96. Our flight was scheduled to leave at 8:35 p.m. It was delayed due to being short a flight attendant. They had us board the plane for 30 minutes, and during that time the captain of the plane came overhead and said they are just waiting for one more flight attendant to come and then we can take off. After 30 minutes they deboarded the plane, and cancelled our flight. Spirit's policy states if the flight is cancelled due to a reason within their control they will provide hotel accommodation. Spirit states that the flight was cancelled due to weather conditions, however after we deboarded the plane. The plane left the terminaland flew out of *******. Spirit is refusing following their cancellation policy and pay for the hotel accommodations we required because of their staffing issues. The Hilton which was the only hotel available and in ******* was $377.43 and the cost of the rental car was $324.62.
Business response
10/21/2024
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 turned cancellation caused.

I found that your MCO-ORD flight was cancelled due to an Air Traffic Control (ATC) decision due to a weather-related issue. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight, since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations.

When this happens, the options available to our Guests are re-accommodation on the next available Spirit flight or if this option isn't feasible, a refund of the affected unused flight segment is issued. In these situations we dont offer hotel accommodations; refund for additional expense or other transportation.

We always aim to provide a trouble-free flight experience, but some situations are truly uncontrollable.

There's nothing more important to us than to send our guests to their destinations safe without delays and cancellations. However, please do note that not all flights use the same route to their destination. Weather conditions are not limited to the departure or arrival area but also within the pathway itself. This day, our route is affected by weather. Our guests' safety is of the utmost importance and continuing the flight will only risk our guests. I hope you understand.

In your situation, I do see a full refund was issued. $1,271.96 was credited back to your **** card ending in 8713 on 10/21/2024. Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution.

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

While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!
Customer response
10/24/2024

Complaint: 22440246
Dear Better Business Bureau,
I am writing to follow up on Spirit Airlines' response to the complaint I filed regarding the cancellation of our flight. While Spirit Airlines has claimed that the flight was cancelled due to weather, I feel this explanation is questionable, given the circumstances we experienced at the airport that day.
The root of my concern lies in the events leading up to the cancellation, which I believe were not accurately addressed in Spirits reply. Specifically:
Delayed Boarding: Boarding of our flight was initially delayed because Spirit Airlines was waiting for one more flight attendant to arrive, not because of weather. This was confirmed by announcements made by the Captain.
Communication from the Captain: After eventually boarding the plane, the Captain made an announcement informing us that we were waiting on the final flight attendant, who was expected shortly.
Deboarding and Cancellation: After some time on the plane, the Captain announced that we needed to *******. Minutes after exiting the aircraft, we received a text message stating that the flight had been cancelled.
Conflicting Information: As I exited the plane, I overheard a conversation among the Captain and flight attendants. They discussed the need for the aircraft to depart the airport despite the flight cancellation, adding to my frustration over the inconsistent communication.
It is troubling that Spirit Airlines has not taken responsibility for the true cause of this situation. The series of events and the Captains announcements indicate that the cancellation was related to staffing issues, not weather, as Spirit has claimed. This miscommunication left approximately ***************************************************************************** assistance.
I am concerned about the lack of transparency and integrity in how Spirit Airlines has handled this matter. I respectfully request that Spirit Airlines provide an accurate explanation for the delay and cancellation and take accountability for what transpired.
Thank you for your attention to this matter. Please let me know if any further information is needed.

Sincerely,

**** ******
Business response
10/29/2024
As previously stated, your MCO-ORD flight was cancelled due to an Air Traffic Control (ATC) decision due to a weather-related issue. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight, since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations.

When this happens, the options available to our Guests are re-accommodation on the next available Spirit flight or if this option isn't feasible, a refund of the affected unused flight segment is issued. In these situations we dont offer hotel accommodations; refund for additional expense or other transportation.

We always aim to provide a trouble-free flight experience, but some situations are truly uncontrollable.

There's nothing more important to us than to send our guests to their destinations safe without delays and cancellations. However, please do note that not all flights use the same route to their destination. Weather conditions are not limited to the departure or arrival area but also within the pathway itself. This day, our route is affected by weather. Our guests' safety is of the utmost importance and continuing the flight will only risk our guests. I hope you understand.

In your situation, I do see a full refund was issued. $1,271.96 was credited back to your **** card ending in 8713 on 10/21/2024. Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution.

Since this cancellation was caused by weather that is beyond our control, Spirit does not provide reimbursement for pre-planned/paid or out-of-pocket expenses such as a new flight. This decision is not based on a lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all our guests.
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
10/29/2024

Complaint: 22440246

I am rejecting this response because Spirit Airlines still is not accepting responsibility and providing an adequate compensation when we were clearly told by flight attendants and the flight captain the reason the flight was cancelled was due to staffing. Both the flight attendants and captain would have zero reason to lie about the staffing issues, as a weather cancellation would have been much easier for people to comprehend.

Sincerely,

**** ******

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