ComplaintsforSpirit Airlines

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i purchased a flight and now its dropped down in 75$ i would like a credit or refund or something. it didnt let me refund it cause its been more than 24hours. i would like a voucher for a future flight. I purchased it for someone else the confirmation number is VGT6TI it is the 2nd time Spirit airlines did this. I tried to cancel and repurchased but the website was down for Spirit airlines. Please credit me back.

  Business response

  10/21/2024

  Hi Christy, 
   
  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.
  
  
  
  Spirit offers a huge variety of prices on our seats, we strive to offer ultra-low fares and we often have many promotional and or deeply discounted fares. These fares will have limited seating and restrictions may apply to that flight. As with all other airlines, Spirit Airlines' prices may change throughout the day. Airfares are subject to change and several factors influence pricing.
  
  
  With that being said, we're unable to offer the difference if a lower fare becomes available. It’s the same concept as if the price were to increase after you’ve purchased a ticket, we will not charge you the difference. 
  
  
  Additionally, our records show you secured this booking through a third-party. Spirit is not liable nor responsible for any booking issues when guest use third-parties or travel agencies. 
  
  
  
  We always suggest booking directly on our website spirit.com for exclusive, low-cost fares. This way you avoid the additional fees that come along with booking through a third-party company. 
  
  
  
  
  Have a great day! 

  Customer response

  10/21/2024

   
  Complaint: 22431596
  
  I am rejecting this response because: other airlines give credits and vouchers for other flights. That is a scam what you guys are doing and you know it. I want a credit voucher for the price difference is all I ask for another flight. 
  
  Sincerely,
  
  Christy Tsaroumis

  Customer response

  10/21/2024

  Isn’t the FAA against what you’re doing? You should be matching prices since it’s a scam. All other airlines have honored vouchers for me. Please let me know

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a flight from ******* to ************************. Leaving Sunday Jun 21 The airline canceled my flight due to the ********* issue, beyond my control. I was told to reschedule at no charge however they charged my credit card an additional ****** dollars. I had to pay for transportation an **** lyft ***** plus I lost my car rental as they were only able to hold reservation for 24 hours. I am demanding a refund of ****** . 168 for additional spirit cgarge 49 lyft 271 for car rental reimbursement

  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 truly apologize for any difficulties encountered with your reservation. Our records show the MASTER 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

  10/21/2024

   
  Complaint: 22426617
  
  I am rejecting this response because:

  the credit card is not in dispute. This is what you constantly keep saying in order to ignore my request. Should I need to contact my lawyer,  I **** I ** completely disgusted and appalled with your service. Please have a manager in the *************. Give me a call regarding resolution on this.
  
  Sincerely,
  
  ********* *****

  Business response

  10/22/2024

  As previously stated, our records show the MASTER 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.

  You would need to submit the certified closure letter from your financial institution for further review. 

  Any legal communications should be addressed to:
  Spirit Legal Dept.
  *****************************************************************

  Our main means of communications is via email. You can speak to a live person by calling our ******************* at **************.

  Customer response

  10/24/2024

   
  Complaint: 22426617
  
  I am rejecting this response because:
  See attached letter from credit card.  According to department of transportation you are responsible for hotel fee due to cancellation if flight not available until next day, in addition Spirit policy states that you do not charge for changes to flight due to cancellation on your end.

  Disgusted and appalled 

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

  Business response

  10/30/2024

  Our records show when your initial flight was cancelled you were provided your rebooking accommodations and you accepted them, this was done on 07/20/24. On 07/25/24 you used the Spirit website to rebook the accepted flights which is what the $162.00 charge was for. You were already provided a free move, so any cancellations or modifications are subject to policy. The change was guest-initiated. The flights were boarded, and travel was completed. Spirit does not issue refunds for services rendered, however as a one-time courtesy I have refunded the $162.00 fare difference paid.  $162.00 has been refunded back to the ** ending in 3331. 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.

  Our records show your ORD-SJU flight was cancelled due to a third-party vendor experiencing a global technical outage, affecting Spirits reservations system and impacting flight operations.  We always aim to provide a trouble-free flight experience, but some situations are truly uncontrollable. We apologize to our Guests for the inconvenience. Spirit does not issue reimbursement for any pre-paid or pre-planned expenses. 

  Customer response

  11/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the refund of the airline charge should be in addition to the refund of the car rental due to your error and it being non refundable I lost 300 dollars. 
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to put in a customer complaint about my previous flight. This is the first time I flown Spirit airlines. First of all, I didn't have a Wi-Fi voucher that was supposed to come with my package for either coming or going. I purchased the package going from *** to Sju but I didn't come back. I was told by the flight attendant on the way to *** that all I have to do is call customer service to receive my refund. What wasn't told that you have to submit a request for a refund online its not immediately. I called before I left *** to customer service to make them aware that I don't have a WIFI voucher going back to *** the supervisor was no help what so ever. Its not her ***** she can't help me. It's another ***** that issues the voucher and she didn't know how long it takes. Also the unlimited snacks isn't really unlimited because they only came around twice with the snack and beverage cart on the way back from SJU to IAH so that's a lie. I loved the seats and the actual flight. The flight attendants on the way to SJU were friendly and wonderful. The phone customer service need to be improved and the lack of knowledge from the customer service supervisor need to be improved. Also Spirit need to find a way to reissue the WiFI voucher or have a guest passcode for those voucher isnt issued in time of the flight. (PNY9JA)

  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 am sorry to hear that you had issues with our onboard Wi-Fi. I have included a link below so that you can submit a refund request. 
  Had difficulty using Spirit Wi-Fi?  Spirit Support
  
  
  Have a wonderful day.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  2/28/24 - My father purchased flights from Spirit Airlines for ****** 3/8/24 - Father requested that I secure a refund, as he cannot make the flight for a family death in the *********** - he will be there from 6/15/21 - 9/3/24. I cannot get a refund, so I request a credit. As my father would not be in country for when the credit expired-- 6/6, I'm advised to wait for the credit to expire, then request an extension.5/24/24 - I contact spirit to ensure that I need to let the credit expire, they assure me that it can be extended AFTER it expires 6/9/24 - Contact spirit via chat - they say the credit has expired and cannot be extended. I ask them to check the records where I contacted them the week before and was advised to let it expire. Then they say it was used. When I tell them my father is out of country, and could not have used the credit, they say they're processing the credit extension and do not explain further.10/15/24 - I attempt to use the credit and get an error message that my dad's name does not match the name of the passenger. I chat Spirit and am told that the credit was fraudulently used and that it's being escalated to fraud department. Once their investigation is concluded, the credit will be restored. I'm given 24-48hrs for contact via email. However, when my email confirmation comes through, it's 30 days.I contact the call center and talk to ****** then ***, after retelling the store each time. *** tells me there is no timeline for resolution when it goes to the fraud department, and no way for me to contact them directly.I believe this process is intentionally trifling and confusing so credits/refunds will be relinquished. I worry for people who do not keep notes and walk away from credits they're entitled to due to frustration or misguided by the customer ********* father is 80 years old and would not have navigated past the first refund request. I am seekin a full refund so I never have to deal with this company ever again.

  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 am sorry to hear about your booking issue in reference to your dad's Reservation Credit and the services received. 
  
  
  
  We value the privacy and security of our passengers, and we take fraud very seriously. 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 *********************************** 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.
  
  
  Upon review, our records show a refund was issued on 10/16/24. $913.36 was refunded back to the MASTER card ending in 2527. 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! 

  Customer response

  10/21/2024

   
  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

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today on October 15, 2024 At 3:38 PM, I called Spirit Airlines to confirm the operating hours of your gate agents at ***. I was informed that the agents would be available until 8:35 PM. Relying on this information, my fianc and I drove for over an hour after work and arrived at the airport around 6:00 PM, only to be told by ********, the operator on-site, that the Spirit agents had already left for the day. I am furious to learn that the agents left almost three hours earlier than the communicated time without any notice. This made my entire trip to the airport a complete waste of time and effort. We had planned to book the following flight at the airport to avoid the **Passenger Usage Charge (Carrier Fee)**: - **LAX ? IAH**: Sat, Nov 09, 2024 Departs 1:05 AM / Arrives 6:12 AM - **IAH ? LAX**: Sat, Nov 09, 2024 Departs 10:14 PM / Arrives 11:59 PM - **Taxes and Fees**: - Federal Excise Tax: $0.96 - Security Fee: $11.20 - Segment Fee: $10.00 - Passenger Usage Charge (Carrier Fee): $45.98 - Passenger Facility Fee: $9.00 When I called customer service, I spent nearly an hour on the phonehalf of it with a supervisor. After being placed on hold for 20 minutes, I was told that the Passenger Usage Charge of $45.98 could not be waived for us, despite the fact that we were unable to book the flight in person due to your staff leaving early. This situation is both frustrating and unfair. Your agents' early departure prevented me from taking advantage of the waived carrier fee at the airport, and Spirit Airlines has refused to make any accommodation despite being at fault. From a customer perspective, this is entirely unacceptable. I am requesting that Spirit Airlines waive the **Passenger Usage Charge** for this flight as a resolution for us, given that your staffing issue directly impacted our ability to complete the booking.

  Business response

  10/17/2024

  Hi Jazmine,
   
  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 sincerely apologize for any trouble that you experienced with reaching an agent. Our phone lines, chat service, text service and emails have been inundated with calls and messages as guests inquire about their flights. We are doing our best to assist all of our affected guests as quickly and efficiently as possible.
  
  
  We offer several options to buy your tickets with us. The fastest and easiest option is to buy tickets online at Spirit.com. You may also call our Reservations Team at 855.728.3555 however, there is a charge of $25.00 for this service. While you may purchase a ticket at our airport locations, our airport agents will first focus on those guests who are checking in for a departing flight.
  
  Please know that each airport counter has its own operating hours or preferred ticketing hours. Sadly, they are not always open to purchase tickets. The information about the preferred ticketing hours of your desired airport is found at our website, Spirit.com.
  
  Here's the direct link for your convenience.
  https://customersupport.spirit.com/en-us/category/article/KA-01223
  
  Ticket sales hours are subject to change without notice based on operational need. We are unable to honor your request. 
  
  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

  10/17/2024

   
  Complaint: 22422504
  
  I am rejecting this response because:

  During the recorded phone conversation with your customer service representative, I was explicitly informed that the times mentioned were allocated for Spirit staff at the airport. At no point was I advised that "Ticket sales hours are subject to change without notice based on operational needs." As a customer, I rely on the information communicated directly by your agents, and I should not be expected to search the website for supplementary details. This undermines the purpose of having a dedicated customer service line.  
  
  I respectfully request that the phone call between the agent and me be reviewed to confirm the details of the conversation. I maintain that I was not informed of any potential changes to ticket sales hours.  
  
  Thank you for your attention to this matter. I look forward to a prompt resolution.
  
  Sincerely,
  
  Jazmine Johnson

  Business response

  10/21/2024

  As previously stated, Ticket sales hours are subject to change without notice based on operational need. We are unable to honor your request
  
  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

  10/21/2024

   
  Complaint: 22422504
  
  I am rejecting this response because:

  I must express my continued dissatisfaction with how my complaint was handled. I understand that ticket sales hours may be subject to change based on operational needs, but that does not excuse the fact that I was given incorrect information about the operating hours during my phone call.  
  
  Your response completely ignored the fact that I had confirmed with Spirit Airlines over the phone that the gate agents at SNA would be available until 8:35 PM. Based on that information, my fiancé and I drove an hour to the airport, only to find that the agents had left early. The miscommunication on your part directly caused us to waste our time and effort, and your response shows no accountability for this error.  
  
  I am not merely frustrated by your company’s guidelines, but by the lack of accountability and failure to acknowledge the phone record. Ignoring this crucial detail and offering a blanket response does not resolve the issue.  
  
  I reiterate my request for the Passenger Usage Charge.

  
  Sincerely,
  
  Jazmine Johnson

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On my recent flight to ***** from ******* (ORD), I was supposed to have been charged $59.00 to bring a small carry-on into the cabin. However, when the check-in desk clerk ran the card, I was charged $79.00 (some twenty dollars more than what I was told), which I only realized when I looked online two days later. This is unscrupulous business practice, and I am asking for a partial refund from the airline. Thank you.

  Business response

  10/17/2024

  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 gate fee charged. 
  
  
  
  The stand fee is $79.00, it was $99.00. We recently dropped to price to enhance our guest experience, it has nor is $59.00. 
  
  
  
  For further review, provide your confirmation code, and e-mail address used when booking your reservation. We also request proof to back your claims with your response.
  
  
  
  
  Have a great day! 
  
  

  Customer response

  10/23/2024

   
  Complaint: 22417589
  
  I am rejecting this response because, well, I'm fairly sure that the ticketing agent told me the fee would be $59.00. I don't think he gave me a receipt as I looked through those from my vacation this week. I don't know how an airline can or will be able to retain customers, frankly, with such deceptive practices...or, with such outrageously high carry-on charges in the first place. I will not be taking Spirit Airlines again, ever. I have filed a complaint with my bank as well.
  
  Sincerely,
  
  ****** ****

  Business response

  10/29/2024

  As previously stated, the standard fee is $79.00, it was $99.00. We recently dropped to price to enhance our guest experience, it has nor is $59.00. 
  
  For further review, provide your confirmation code, and e-mail address used when booking your reservation. We also request proof to back your claims with your response.

• Initial Complaint

  10/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the morning of 08-09-2024, my wife ***** ******, kids and I, were set to leave ************************************* in ******* and fly back to ********, **. We were taking Allegiant Airlines and missed our flight due to slow check in and refusal to check our only bag. ***** and I both had to work on 08-11-2024, however ********* did not have a return flight from ******* ******* to ******** until 08-11-2024. While I was attempting to secure airfare from another nearby airport, ***** went online and secured a return flight through Spirit Airlines. A short time later, I was able to secure a return flight leaving from *****************. We were essentially booked for 2 return flights now as we were both trying to navigate our way home. We did not have close communication when this happened. The Spirit flight was booked at 6:03am ET via priceline in the total amount of $1,795.42 (Confirmation #EWD444), and then cancelled at 7:17am, only 74 minutes later. Of this amount, the airfare was $1,644.95, while the other portions involved Priceline fees and taxes. This amount was then financed through ******. ****** advised they would cancel financing, but would need reimbursement from Spirit. Spirit advised they will only offer a credit, which forces us to continue paying financing installments. They stated since the flight was not 7 days or more away, a reimbursement cannot be given. We understand policy however have no need for airfare, and do not have the money to continue making these payments. Given the circumstances of missing a flight, the chaos in finding a new one, and the quick cancellation, we think it's only fair to provide the reimbursement to Affirm so we don't have credit and/or payment issues. We are hoping you can assist. We spoke with Spirit supervising agent *** ******** #****** about this last on 10-08-2024 at 4:56pm.

  Business response

  10/17/2024

  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. 
  
  
  
  If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment. 
  
  
  If the above does not apply, you will receive a Reservation Credit for the value of the reservation.  Airfare, government taxes and fees, ancillary fees, and carrier fee differences may apply when making itinerary changes to a reservation.
  
  
  
  As you were previously advised, your booking is not within the refund window. There is no refund due. Aas outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable. There will be no refund issued.
  
  
  The details of your credit, including how it can be used, can be found below.
  
  Your reservation credit:
  can be used for multiple bookings until the full value is used
  can be applied toward airfare, bags, seats, vacation packages, taxes, and fees
  can be redeemed by any Guest linked to the original reservation
  can be redeemed via ************************** or by calling Spirit reservations at ************
  is valid for trips booked within 365 days of issuance on any flight dates available in the system
  
  Reservation Code: ?EWD44H
  
  Amount: $1,644.95
  
  Expiration date: August 10, 2025
  (Travel does not have to be completed by that date; however, a new reservation must be secured).
  
  Click here for more information on how to redeem your credit: ******************************************************************************************************************************
  
  
  
  We look forward to serving you on your next flight.
  

  Customer response

  10/17/2024

  Hi *****,

  I received your message.  We understand terms and agreements that Spirit is explaining, however, Spirit is not out any money by us attempting to seek a refund.  As I explained in my initial complaint, our situation at the airport in the early morning hours was hectic.  I was not in the vicinity of my wife when I was attempting to secure a different flight out.  She had good intentions in obtaining a return flight through Spirit, but this was not needed after only a short period of time after booking.  I truly doubt that there was an influx of flight requests in the morning through Spirit for that specific flight.  If this return flight that ***** booked was later full, or if it was not, our quick purchase should not be such a focal point for Spirit Airlines to retain.  We are not making an unreasonable request, nor should terms and agreements be so black and white.  We do not have any places to travel to, are struggling financially as millions of others are at the moment, and do not have the ability to make these financed payments.  

  ****

  Customer response

  10/18/2024

   
  Complaint: 22417114
  
  Hi *****,
  
  I received your message.  We understand terms and agreements that Spirit is explaining, however, Spirit is not out any money by us attempting to seek a refund.  As I explained in my initial complaint, our situation at the airport in the early morning hours was hectic.  I was not in the vicinity of my wife when I was attempting to secure a different flight out.  She had good intentions in obtaining a return flight through Spirit, but this was not needed after only a short period of time after booking.  I truly doubt that there was an influx of flight requests in the morning through Spirit for that specific flight.  If this return flight that ***** booked was later full, or if it was not, our quick purchase should not be such a focal point for Spirit Airlines to retain.  We are not making an unreasonable request, nor should terms and agreements be so black and white.  We do not have any places to travel to, are struggling financially as millions of others are at the moment, and do not have the ability to make these financed payments.  
  
  
  Sincerely,
  
  **** ******

  Business response

  10/21/2024

  As previously stated, If you cancel your reservation within 24 hours or less from booking, for a flight that is seven or more days away, you are eligible for a full refund in the original form of payment. 
  
  If the above does not apply, you will receive a Reservation Credit for the value of the reservation.  Airfare, government taxes and fees, ancillary fees, and carrier fee differences may apply when making itinerary changes to a reservation.
  
  As you were previously advised, your booking is not within the refund window. There is no refund due. Aas outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable. There will be no refund issued.
  
  The details of your credit, including how it can be used, can be found below.
  
  Your reservation credit:
  can be used for multiple bookings until the full value is used
  can be applied toward airfare, bags, seats, vacation packages, taxes, and fees
  can be redeemed by any Guest linked to the original reservation
  can be redeemed via ************************** or by calling Spirit reservations at ************
  is valid for trips booked within 365 days of issuance on any flight dates available in the system
  
  Reservation Code: ?EWD44H
  
  Amount: $1,644.95
  
  Expiration date: August 10, 2025
  (Travel does not have to be completed by that date; however, a new reservation must be secured).
  
  Click here for more information on how to redeem your credit: ******************************************************************************************************************************

  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.

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/6/24 when returning from ****** the downstairs agent couldnt recheck my bag after coming through customs. I was given a ticket that said I was at the wrong terminal but I was at the correct terminal.Time was getting close for my connecting flight so the agent told me to take it upstairs with me and that they would check it at the gate.She had an agent walk me through *** who threw out all of my personal items, toiletries and perfume.Once we arrived at the gate the agent refused to check my bag stating I had already checked one bag. She refused to even look at the tag that showed that it was the same bag and checked all the way to my destination.She made me pay an additional $82 and stand outside the flight until every passenger boarded. The agent was very rude, unhelpful and condescending.The same night I filled a claim and was told it would take 30 to 60 days to verify IF they owed me a ************ I reached out to them fit the status of my claim and given a link to file a new claim.

  Business response

  10/17/2024

  Hi Annechia,
   
  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, TSA's bag policy and the service received. 
  
  
  
  Please know that connecting flights offered by Spirit Airlines on one itinerary are considered a "legal connection" and passengers should not have any difficulty. Although rare, missed connections do take place in any form of transportation. At times, the number of passengers clearing US Customs exceeds their ability to process them quickly and passengers miss their connections. By booking your flight, you agreed to the connection times. When a passenger misses their flight, we offer the options of placing them on the next available flight or issuing a refund. 
  
  
  
  Spirit and TSA are two separate entities each owned and operated individually. Spirit is not liable or responsible for the policies and guidelines put in place by TSA. 
  
  
  
  We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. Ive shared your comments with the ******************************* for review and use in our ongoing training efforts. Guided by your feedback, we are taking the steps necessary to continually improve our operation.
  
  
  Upon review, our records show you were previously assisted by our ************ team. Your concerns were thoroughly reviewed. A refund was issued, and voucher was issued. It is best to keep one line of communication open, if you have any other questions or concerns you can reply to the ************ team. 
  
  
  
  
  Have a great day! 

• Initial Complaint

  10/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had over ****** spirit airlines points. Without any prior notification, Spirit has removed them from my account. Most ********************** never expire points. Some that do, provide months of notification before taking away all the points. Spirit underhandedly removed all my points without any notification with just 12 months of inactivity! I would like those points be restored. Thank you.

  Business response

  10/16/2024

  Hi Pratik,
   
  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 expired points. 
  
  
  Please note, Points won’t expire as long as you continue to earn or redeem with Spirit or with Free Spirit partners within 12 months.
  
  
  Can my Free Spirit® points expire? · Spirit Support
  
  
  
  We are unable to honor your request to reissue your points. Additionally, when you joined the Free Spirit program you agreed to the Terms & Conditions. This was required in order to join the Free Spirit program. Guest with active accounts is provided monthly account overviews.
  
  
  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.
  
  
  
  
  We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit.

  Customer response

  10/16/2024

   
  Complaint: 22415280
  
  I am rejecting this response because:

   

  This is a very disingenuous approach to customer service. Just because something is in a fine-print in a terms of service document, does not make it morally or ethically correct.
  You are a corporation, and you choose to hide behind the TOS and legalese, instead of offering a reasonable resolution to this issue.
  
  
  1. Spirit agent told me flat out that my miles will not expire. 

  2. Sprit had my phone#/email/address, and chose NOT to even notify me about account activity and potential forfeiture of my points. (Hyatt, for instance, notifies me months before my points are to expire).

  3. Spirit provided no path to reinstate points. (Marriott, for instance, offers reinstatement of lost points once customer complete an activity within 3 months).

  Unlike other travel corporations with higher standards for customer service like Hyatt or Marriott, Sprit has chosen to stiff the customer. I will certainly be following up with state attorney generals, state senators/congressman, FAA complaint line, and the Sprit C-suite team about this abusive practice. I've seen plenty of senate hearings where corporations try to hid behind the legalese, and had a reckoning when they had to defend those terms in front of congress and senate committee. 
  
  
  I will do everything in my power to bring this issue to fore so that Spirit will discontinue the practice of stealing of customers hard earned points.
  
  
  =Pratik=
  
  Sincerely,
  
  Pratik Pandya

  Business response

  10/17/2024

  As previously stated, Points won’t expire as long as you continue to earn or redeem with Spirit or with Free Spirit partners within 12 months.
  
  Can my Free Spirit® points expire? · Spirit Support
  
  We are unable to honor your request to reissue your points. Additionally, when you joined the Free Spirit program you agreed to the Terms & Conditions. This was required in order to join the Free Spirit program. Guest with active accounts is provided monthly account overviews.

  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

  10/17/2024

   
  Complaint: 22415280
  
  I am rejecting this response because: Business has failed to resolve the complaint.
  
  Sincerely,
  
  Pratik Pandya

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and children and I flew on spirit on 07/24/2024. We landed in ************ the same day confirmation # MYRNK01489619. The airlines lost one of our bags that had all of our childrens clothes diapers etc. that being said we were advised at landing by spirit officials in the office that our bag was quote on the tarmac and never left *******. So my children only had the clothes on their back. My wife had none of her makeup or toiletries supplies. She was told as was I we could expense stuff within reason so we went to ******* to get essentials for the children and my wife over 24 hours later we got the suitcase back. I filed a formal complaint with the *** and *** as I work law enforcement and believe there was a major security breach to allow a suitcase to just sit on a tarmac we were told to submit our receipts. I tried over 12 times to do so everyone kept saying to do it online however it said my window has expired which is not possible! I filed a formal complaint with Spirit with the following credentials: Confirmation: VLUYMT Bag #: ********** (when missing - not sure if they assign a new one for flight home)File #: **************** on our way home Spirit decided to double down on the lack luster effort and customer service and damaged our bags. Again the atrocious online system this time would not let me file a complaint. I tried the text with spirit thing they sent me to central baggage I left 8 voicemails. No one ever returned a call I called some spirit number I found they again said to do it online to submit my receipts and didnt seem to know how to get reimbursed for you guys destroying my bag. So I have been in talks with a couple state senators as well as the *** and if I cannot get my bag replaced and receipt reimbursed as promised will look into legal recourse. This was the worst flying experience ever!

  Business response

  10/17/2024

  Hi Bradley,
  
  
  
  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 see that you've submitted your correspondence to the Department of Transportation (DOT). As such, our DOT correspondent will be in contact with you to address your concerns.
  
  
  
  
  
  Have a great day! 

  Customer response

  10/17/2024

   
  Complaint: 22413907
  
  I am rejecting this response because: no one has reached out and they have not resolved the issue at all. They sent an umbrella statement to try to make this go away.
  
  Sincerely,
  
  Bradley Wineinger

  Business response

  10/21/2024

  Hi Bradley,
   
  Thanks for bearing with us while we reviewed your note to the Department of Transportation (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.
   
  As much as we try to prevent it from happening, there are times when items don’t arrive with our Guests. When this happens, Guests are asked to file an incident report within 4 hours upon arrival via our Virtual Baggage Service Office, which allows our Guests to report mishandled baggage directly to our Central Baggage Team. Once they have submitted the information and have a File ID, Guests can contact Central Baggage via the Baggage Service Portal and complete the online claim form within 30 days of arrival. You may review this information in our Contact of Carriage under Section 7.3.8 and 7.3.9. Information is also provided online in the Help section of our website by clicking here. 
   
  Our records confirm that upon arrival into Myrtle Beach, you filed Incident Report MYRNK01489619, on July 24th and began corresponding with our Central Baggage Team on the same day, as our Airport and Central Baggage Teams worked diligently to locate your bag. Furthermore, I’m happy to read that your bag was located and delivered to you on July 25th.
   
  I'm sorry that your experience with our mishandled bag process was not a positive one. Our main goal is to provide our Guests an effortless and seamless experience in these circumstances. We apologize that this was not the case for you. Your feedback is very important to us as it will help us ensure that we make the necessary changes to improve our Guest experience. With this being said, I've forwarded your concerns to the appropriate team for review, so thank you for sharing your experience with us.
   
  Bradley, I assure you that we are committed to offering quality Guest service and ensuring that your flight experiences are both positive and memorable. I hope that despite this incident, we get a chance to welcome you on a future Spirit flight. Should you find you need further assistance, please do not hesitate to reach out.

  Customer response

  10/21/2024

   
  Complaint: 22413907
  
  I am rejecting this response because: I did all of the things that you stated below I have copies of all of the transcripts and conversations that were had as well as the associated case number is to go with us. I’m trying to be reimbursed as I was promised that I would be when I filed this claim within four hours! A good business would call or reach out and not just continue to correspond and give you vague umbrella answers. 
  
  Sincerely,
  
  Bradley Wineinger

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩