ComplaintsforSpirit Airlines

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/23/2021 ****** CONFIRMATION CODE KHLHQT The business promised a few things as part of package that was added. It included Carry On, Check In and Priority Boarding as part of its advertising. Priority boarding was the issue in question that was not fulfilled by airlines.My issue occurred at an airport in *********. In which I did not hear the announcing of zone 1 being very close. My ticket was zone 1 and was well aware that one of the benefit of having zone 1 is priority boarding. Being one of the first to be allowed to board the plane. When I saw alot of other passangers waiting on line I went to the Manager ******* with spirit about me having a zone 1 priority ticket. He instead of allowing to board the plane or at least jump the line as its ticket allowed priority boarding. He was sending to the back of the line of the other zones which included zone 2, 3 and 4. Very clearly the manager there was not there to help and instead wanted to escalate it. I then took a few pictures to file a dispute because the gate agent did not honor the ticket zone 1. He was the ultimate decision maker because he was the manager.So after taking a few pictures I tried contacting customer service but unfortunately the manager did not like it. He went further to contact personnel from airport to have me escorted. He cancelled my flight as I was getting ready to board but he simply was not honoring my zone 1 ticket. As described was not able to hear it and thought it was correct to notify the agents about it. But ******* being the SPirit airlines manager there at the airport simply was not honoring the ticket. Due to him not honoring the zone 1 ticket as described to me the consumer in the Bundle advertisement. Cancelling my flight for gathering some evidence to forward a complaint for him not honoring the ticket. No feelings of making it a unpleasant flight. Leaving me without almost no solution. Complete disgrace. Im seeking both Refund and Compensation from Spirit.

  Business response

  02/17/2022

  Hi ******,
   
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I wanted to let you know that were in the process of reviewing your concern and we appreciate you reaching out to us. 
  
  We will be in touch with you soon.
   
  For additional information or assistance, you may contact our Guest ******************** by clicking on the link below: 
  www.spirit.com/help
   
  Sincerely,
   
  Dedrie
  Corporate Consumer Relations

  Business response

  04/20/2022

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

   

  I'm sorry that you have not had a good experience with us. After careful review, I've found that your concerns were submitted to the ********** of *************** Your concerns were addressed by ****, our Supervisor of DOT Compliance. Please see below.

   

   

  "Hello ******,

   

  Thanks for bearing with us while we reviewed your note to the ********** of ************** (DOT). They have asked us to respond to you directly, and I have taken a thorough look at your concerns as they are very important to us at Spirit.

   

  Upon review of reservation KHLHQT, record indicates that on November 23, 2021, you booked your flights and a Bundle It Combo, which included Short-Cut Boarding in Zone 2. The report we received from our ************** station stated that you exhibited disruptive behavior during the boarding process. Per our Contract of Carriage, a Guest shall not be permitted to board the aircraft or may be required to leave an aircraft if that Guest is disorderly, abusive, violent, or their conduct creates an unreasonable risk of offense or annoyance to other Guests. As a result of your behavior, law enforcement was called, and you were removed from the flight manifest. A refund was issued on the same day (December 28) for the missed flight and associated Bundle It Combo in the amount of $366.52 back to the **** account ending in -7635.

   

  I hope that you will continue to choose Spirit for future travels. If you have any additional questions or concerns, please feel free to contact me.
  
  Sincerely,
  
  ****
  Supervisor, DOT Compliance
  Spirit"

  
  If you have any other questions or concerns, please let me know.

   

  For additional information or assistance, you may contact our Guest Relations ********** by clicking on the link below: 
  www.spirit.com/help
   
  Sincerely,
   
  Dedrie
  Corporate Consumer Relations

• Initial Complaint

  11/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I traveled with a friend overseas and Spirit left us stranded on our way back.Spirit informed us that we were losing the connection ***************-***** when we were in ******; but we were told it would be handled once we reach ***.We were supposed to get to ***** on Sunday, 21st, but next available flight was Tuesday, 23rd. Only one seat available at 8:20am. The other one was scheduled for 8:20pm.On Sunday close to midnight, we were exhausted after all the wait to get a solution and all we got were vouchers for ONE night hotel and ONE meal. So after 11am Monday, when we had to checkout, we were supposed to get our own hotel to spend Monday night in a city we don't know, and pay for our own meals.We crunched some numbers and realized that getting a rental car and drive from *** to ***** was a much better option, so we did that.On Monday I contacted Spirit to let them know that we should cancel the Tuesday flights from ***-***** as we had reached our destination on our own, but got notified there was no such option. No ticket refund for the unused portion, no miles added, no special considerations for leaving us stranded in an unknown city WITHOUT food or accommodation for Monday; and in one case Tuesday as one of the flights was scheduled for 8:20pm as there was only one seat available at 8:20am.By the way, the 8:20pm flight 1115 was delayed so I would have reached ***** on Wednesday instead of Sunday. We spent $255.29 renting a car to get to ****************** had no remorse for leaving us stranded, and offered no solutions other than "we just pay for one night hotel and one meal voucher".Hotel had a nice breakfast, but we were supposed to pay for lunch and dinner on Monday, as well as accommodations for Monday.

  Business response

  12/28/2021

  Hi *****,
  
  We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  I'm truly sorry to hear that you did not have a good experience with us. Our records reflect that your return flight was delayed approximately 2 hours due to a station related concern. We do our best to prevent these delays, but at times they are unavoidable.
  
  Regrettably, the delay caused you to miss your connecting flight. In these cases, we'd rebook guests on the next available Spirit flight or issue a refund of the affected segment. As you mentioned, the next available flight for the both of you departed at 8:50 PM on 11/23. I apologize that we did not have an earlier flight available.
  
  I understand that you ultimately opted to return to ***** on your own. Our records reflect that refunds of $162.87 and $111 were issued on December 6 and December 7.
  
  We'd love it if you gave us another chance, so I've created a $100 Future Travel Voucher for each of you. The voucher amount is applicable towards the base fare for Spirit flights. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. The **** are for the use of the guest issued to on this reservation and are non-transferable. You'll have 90 days to think of an awesome place to go and book it. You don't have to fly by the expiration date, just make a reservation before it expires. I've provided the information for your voucher below:
  
  **********************************************************************************
  
  *********************** - 41950708606500001
  
  Larissa Roo - 41950683686700001
  
  Amount: $100 each
  Expiration: March 28, 2022
  
  If you have any other questions or concerns, please let me know.
  
  For additional information or assistance, you may contact our Guest ******************** by clicking on the link below:
  www.spirit.com/help
  
  Sincerely,
  
  Dedrie
  Corporate Consumer Relations
  
  

  Customer response

  02/24/2024

  This complain was addressed satisfactorily by Spirit Airlines.

  i was very pleased with the resolution and have continued to utilize their services with no issues at all.
  This case can be closed.

  Thanks!

  Customer response

  02/28/2024

   
  Better Business Bureau:
  
  

  This complain was addressed satisfactorily by Spirit Airlines.

  i was very pleased with the resolution and have continued to utilize their services with no issues at all.
  This case can be closed.

  Thanks!

  
  
  Sincerely,
  
  ***** 0spina

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