ComplaintsforSpirit Airlines

• Initial Complaint

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Contacted a spirit airlines representative about seating and purchasing additional baggage for my minor child. The representative told me I could get an already purchased seat credited back to me as there was no seat available next to mine for my child and that I could tell them I needed family seating upon arrival and that I could go online to spirit airline's website and use the credited amount from the seat to purchase the additional baggage. Upon doing so I was given no option to apply the credit and was charged the full $65 plus taxes for the additional baggage. I contacted spirit airlines multiple times about the issue and the representatives and supervisor I spoke to said I would need to go through their chat services to contact guest services to get the $24.18 refunded. I did so and was told by that representative they could not refund the amount even though I was given false information by an employee of theirs and when I tried to come up with another solution to purchase in-flight Wi-Fi with the credit I was informed that could not be done as well and that it could only be used for future flights or for things such as bags. I explained numerous times I tried to use the credit for bags and there was no option. I again asked for a refund since I was provided false information and was again denied. Spirit airlines has overcharges me and is refusing to refund the difference for the overcharges totaling $24.18.

  Business response

  07/15/2024

  Hi ******, 
  
  We have received your correspondence as submitted to the Better Business Bureau. **** 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 redeeming your Reservation Credit and the service received. 
  
  
  
  We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. Ive shared your comments with the *********************************** 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 you were previously assisted on 07/13/24. One of our Reservations Supervisor assisted you with refunding your Reservation Credit. $20.00 was refunded to the **** ending in 2225 and I have just issued the remaining $4.18 to the same card. Note: refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. 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

  07/16/2024

   
  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

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm very disappointed in my latest flight from BWI to DAL, conf # was YMYJ2Q. I'm not sure if the flight attendants which was all females felt unsafe addressing these safety concerns that went on during the flight, or if they were new, not fully trained or if Spirit has made some policy changes when it comes to addressing issues with non English speaking customers. But as a loyal ******************** customer I think this needs to be addressed so customers know what to expect on flights.I sat in row 9 seat D. The family in front of us had a child about 4 years of age. The entire trip this child made it impossible for us to relax, read or sleep. He stood up on the seat, was turned and screamed in our faces, pulling menus from our seat pockets and throwing them, took off his shoes and was KICKING THE WINDOW which is when I became very uncomfortable !!! He screamed if his parents told him to sit down (not cried) this continued the entire trip. He ripped the plastic from the window seats arm rest, spit on the window. When the seat belt sign was on the child continued to stand. This went on for over 2 hours I was never so glad to exit a flight as I was this one. Not once did the crew stop and address any of these issues with his parents. And yes, it was obvious they saw it when passing in the aisle.I do not feel as customers it is our responsibility or is it safe for us to have to address issues like these when we fly. To point out the obvious to the crew would only have drawn attention or even caused conflict. The flight was full so we couldn't change seats.Why did this issue go unaddressed the entire flight? This behavior was concerning to all of us. Upon exiting the plane their seats was entirely cluddered with candy wrappers and juice boxes. Which is always addressed as the attendants pass to collect trash before landing.Is this the new normal for Spirit airlines to not address issues with guest that do not speak English or does this crew need to be retrained.

  Business response

  07/15/2024

  Hi ******,
  
  We have received your correspondence as submitted to the Better Business Bureau. **** assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.  
  
  
  Were sorry that your most recent flight with us was unpleasant, this is not what we want for our guests.
  
  
  
  Our flight attendants are in a precarious position when faced with unruly children on board. Its especially difficult to intervene when a parent is unable to control them. We certainly dont like to see our valued customers inconvenienced on our flights but have few options when children traveling with their parents are being disruptive. 
  
  
  Additionally, our crew confirmed they did not witness any unruly behavior from any guests onboard. With that said, I understand how frustrating this must have been for you. We rely on their expertise to determine whether careful intervention is necessary. When you experience incidents such as these, it is best to inform the crew right away, so they may quickly address your concerns. 
  
  
  
  Travel has been fully boarded and completed on this booking, YMYJ2Q. Spirit does not issue refunds for services rendered.
  
  
  
  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

  07/15/2024

   
  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

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was flying January 26, 2024 with 9 people. The flight was delay for mechanical issues. This made us miss our flight to *****. They offered vouchers that needed to be book in three months. I said that we wouldn't be able to book something in that short of time due to a list of reasons. We had cost involved by having to uber to airport and meals out that were not planned on because we had nice condo with full kitchen. They put us up in the worst unsafe hotel in all of ***************. My biggest complains is that they offered no customer service during the whole process. I reach out by phone and by chat several times and were given no guidance at all. I sent picture of their customer service desk that was empty. I had email lots of time and they said they we looking into it. After four months with no response I sent a registered letter which they apologies again and asked for that the information that I already had sent in email and paper form. I have been given multiple case numbers but no one does anything. The worst customer service. They left nine people aging from 74 to 18 waking from spirit desk to spirit desk. Finally after I was close to tears someone help us.

  Business response

  07/12/2024

  Hi ****, 
  
  We have received your correspondence as submitted to the Better Business Bureau. **** 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 reimbursement request due missing your connecting flight. 
  
  
  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. 
  
  
  I see you submitted your reimbursement request on one of your other cases, CAS-7727800-S8M7X3. I have forwarded the document to our ****************** for further review. Please note Spirit does not reimburse baggage fees, optional services, and ancillaries paid for or charged by other airlines. The review process can take up to ***** business days to complete. Should our Specialist determine, that compensation will be issued, a check will be mailed to the address that you provided.  
  
  
  
  Note Spirit does not provide reimbursement for pre-planned?or out-of-pocket expenses or lost wages.? 
  
  
  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

  07/15/2024

  They keep saying the same thing but do nothing.  I made complaint original complaint on January 26.

  Business response

  07/15/2024

  As previously advised,  I have forwarded the document to our ****************** for further review. Please note Spirit does not reimburse baggage fees, optional services, and ancillaries paid for or charged by other airlines. The review process can take up to ***** business days to complete. Should our Specialist determine, that compensation will be issued, a check will be mailed to the address that you provided.  
  
  Note Spirit does not provide reimbursement for pre-planned?or out-of-pocket expenses or lost wages.? 
  

   

  
  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

  07/16/2024

  I have already been told this!!!! I sent a registered letter with the receipts included at the end of May.  The only response is the same one you are say now, but no action has taken place.  This is after email with receipt included.  Each representative apologies but no one ever follow through with action.

  First conversation was January 26 by phone and chat.  Spirit didn't help me then when i was left eith no customer service.  Each representative push me off to someone rlse.  They even suggested I go to airport.  I follow up with email over and over and still no response.  Spirit failed us on every level.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May of 2024 Spirit airlines erroneously charged my credit card $69 for some membership I did not sign up for. In May 2023 I scheduled a flight to ********* with spirit airlines. I had to cancel flight because my wallet was stolen with my identification. They never gave me a refund for my ticket and now they are charging my card again a year later for something I did not request. I attempted to contact them but they do not answer respond

  Business response

  07/11/2024

  Hi ******,
  
  We have received your correspondence as submitted to the Better Business Bureau. **** 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 day! 

  Customer response

  07/11/2024

   
  Complaint: 21967185
  
  I am rejecting this response because:

   

  Your website is fraudulent.  When you click on the saver club link the Spirit website automatically enrolls you in the cub without your knowledge.  

  You all subsequently used my credit card information to pay for an annual renewal in a club you secretly signed me up for.

  Please fix this clitch in your website and refund my money.  Customers should have a right to decide if they want to join a club and not just be signed up because you have their card information.

  I tried to find out information about this club and you enrolled me three times yesterday....everytime I clicked on the link to find out what the club was.

  I did not sign up for.

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

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ***** told me the reservation is not done, I was waiting for my passport so I didnt bother after 24 hours they sent me a email about the upcoming trip so I contacted them immediate saying my passport has not arrived but they only wanted to give me a credit

  Business response

  07/11/2024

  Hi *****,
  
  We have received your correspondence as submitted to the Better Business Bureau. **** 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 information in reference to your booking processed. 
  
  
  
  Our records show you financial institution, **** initially flagged the booking and then releases payment. At this point, our system completed the booking as submitted. 
  
  
  
  Guests do not need to have their passport information during the booking, valid travel documents are not required until checking in for departure. 
  
  
  
  As outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable. Spirit is not liable or responsible for any payment related issues. 
  
  
  
  However, as a one-time courtesy, I have voided the Reservation Credit you were issued and processed a full refund. $1,400.62 has been refunded to the **** card ending in 1007. Note: refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. 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. 
  
  
  
  
  
  
  
  Have a great day!

  Customer response

  07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a flight back to LA from **. The flight goes from ** to *********, and from ********* to ***. The flight from ********* to *** was postponed 3 times, from 10:59 P.M. Sunday 07 of July to 1:40 P.M., to 2:15 P.M., to 2:50 P.M. PST Monday *********************************************************************************************************** get another flight. They sent a simple food voucher that could not be used because nothing was open, and I had to lose one day of work (without pay). I wanted my money back to buy another flight, but no one answered when called. The same message that they phones are busy, and they have long wait time. When I talked to the people on the gate, they said that they could not help me because the only people that could are the one at the entrance and they will not be working until 3 or 4 A.M PST. So I was without help, without food, without a hotel (they also said they could not help me out with it since no one was capable of). My claim is that I want my payday worth of money back since I lost a whole day of pay. I arrived at home with 5 hours of delay and did not make it to work. My have a salary of approximately $52.88, and for a loss of 8-hour payday, I request $423 return for my loses that I incurred due to they negligence and bad communication.

  Business response

  07/11/2024

  Hi *******,
  
  We have received your correspondence as submitted to the Better Business Bureau. **** 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. 
  
  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.  
  
  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
  
  Travel has been fully 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 spirit.com 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 nor are we able to honor your reimbursement request as Spirit does not provide reimbursement for lost wages. 
  
  
  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

  07/11/2024

   
  Complaint: 21960238
  
  I am rejecting this response because: First of all, I would like a compensation for my payday lost due to the internal delay of the airline. Additionally, I have not received any email voucher today or any other day as they imply in their response. I attach the image of my email inbox where I have only BBB and other emails. Nothing related to Spirit. It is not fare that one loses money for trying to fly with your airlines and fake an apology and fake words of vouchers for future flights.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This concerns my flight from *** to LAS on 6/19. My originating flight departing BWI was delayed,& I missed my connecting flight from *** to LAS and as a result Spirit rebooked me on a flight to ******* & a connecting flight to LAS arriving into LAS at 12:33am. I was in a wedding party for a service at 6:30. Since Spirit's flight was booked so late I would have missed the wedding. That said I rebooked a flight with Southwest for ***** & paid for it on my own. Spirit never provided any compensation for meals or disruption to my travel. The following day (6/20) I spoke to a ticket agent at LAS airport & requested to cancel my return flight on 6/23 because I did not want to go through this issue again. Per the agent who was also the manager, she told me she would cancel the flight and place it into the queue for a refund which was roughly ******. I also told her I rebooked my return flight with Southwest airlines. She told me to call back on 6/23 to reconfirm the cancellation took place which I did call back. The representative said it may take another day or two & call back again. I just called & now Spirit is stating there is no record of this. They claim I was a no show when the flights occurred and will not refund me. I took the word of the manager of the ticket counter that she cancelled the flight. I took this was a lost of $296.32 During this whole ordeal, while ******* back and forth through the terminals and to make my flight, I lost my IDs (drivers license and Global ID card) which I submitted a claim to the LAX airport. I also request that Spirit refunds me for the replacement of the Driver license $ 20 & Global Entry ID $25. I also purchase seat upgrades on the connect flight & return flight totalling *****. I am looking for a total refund for the amount of ******. I have spent countless hours trying to get this resolved & provided all reciepts to Spirit. I was told to dispute everything

  Business response

  07/10/2024

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

  07/13/2024

   
  Complaint: 21951991
  
  I am rejecting this response because:  Spirit Airline should reimburse me for the additional costs I incurred beacause of the miss handling of the rebooking of the flights due to the delays.  Per the attached documents, I had to purchase an additional ticket with Southwest airlines from LAX to LAS on 6/19 for the amount of 79.98.   Also I cancelled my flight on 6/20 for my return flight LAS to BWI at the LAS Spirit  with the ticket agent manager.  I beleive her first name was Rafa and she agreed I should rebook with another airline for my return flight on 6/23 with Southwest airlines and I have porovided the reciecpts as well.  I am just requesting the difference to be refunded to me.  I also paid extra for seat for a total of ***** for each flight however I'm only requesting a refund of ***** since I used one of the seat purchases on 6/19 BWI to LAX.  The remaining  purchases should be refunded back to my credit card.   In additional as a result of this mess, Spirit should refund me for the replacement  of my Global Entry Card  ($25.00) and MD Driver License ($20.00) which was lost at LAX airprt because of running back and forth between terminals.  I cannot dispute those charges with the insititutions (MD DMV  & Global Entry via AMEX) but requesting a refund directly from Spirit.  Those insitutuions should not be effected by Spirits error.   Spirit is responsible not AMEX

   This has been a horrible ordeal and Spirit customer service only hanldes communication via a chat.  I have called them several time to try to speak with a manager but they tell me to submit my complaint via the chat and then hangs up.   Worst customer Service I have ever encountered.  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased points by mistake thinking that it be the same as dollars and now is way more expensive to book using the points I need a refund on the points that way I can buy the tickets just using cash Please refund as soonest possible and sorry for any inconvenience Case number CAS-*******-P5L0K7 Purchase Summary Confirmation Number:4788-9263-1498-8335-4364

  Business response

  07/10/2024

  Hi ******,
  
  We have received your correspondence as submitted to the Better Business Bureau. **** 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 points issue purchase.
  We are unable to honor your request. As outlined and agreed upon in the Terms and Conditions when making the purchase it is advised that point purchases are non-refundable and non-transferable. Below is the verbiage directly from their website 
  ?Purchased points are not refundable and may take up to 72-hours to appear in the member account. 
  ?Points.com is a third-party service where Spirit Guests can purchase miles for their accounts. For concerns about purchases made through them, I've included a link below on how you can contact them through email.? 
  ?Contact Us | Points 
  
  Have a great day! 
  

  Customer response

  07/10/2024

   
  Complaint: 21951065
  
  I am rejecting this response because:
  Point were not used and  were purchased by mistake
  Sincerely,
  
  *************************

  Business response

  07/10/2024

  As previously advised, we are unable to honor your request. As outlined and agreed upon in the Terms and Conditions when making the purchase it is advised that point purchases are non-refundable and non-transferable. Below is the verbiage directly from their website 

  
  ?Purchased points are not refundable and may take up to 72-hours to appear in the member account. 

  
  ?Points.com is a third-party service where Spirit Guests can purchase miles for their accounts. For concerns about purchases made through them, I've included a link below on how you can contact them through email.? 

  It is the responsibility of the purchaser to ensure all booking information is correct before submitting purchases. 

  Customer response

  07/13/2024

   
  Complaint: 21951065
  
  I am rejecting this response because:

  Points are a scam and there's  no email to contact  no one about points I'm  not using  the points  so I need a refund  or we can keep going back and forth  until  I get a refund  for something  that I dint  use I also will contact  my credit  card company 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My family flew with Spirit Airlines on June 10th. We left ********* and landed in ***************. We spent hours in line at customs. After we came out of customs, we spoke to the rebooking agent for Spirit as we had missed our flight to *******. She told us there were no more flights that evening and recommended that we rent a car and just drive to *******. She said that if we did that, Spirit would refund our money for the missed flight. We have never received the refund and when I followed up with Spirit they say we are not owed a refund since we did not show up for our flight. The person I spoke with on the phone even suggested that I return to *************** and find the Spirit employee who told us this and ask her why she did not do her job properly. Also, I just learned that my wife's refund was approved. So the reservation with my wife and 3 of my kids was approved but the reservation with me and 2 of my kids was not when we were together the entire time.

  Business response

  07/10/2024

  Hi *****,
  
  We have received your correspondence as submitted to the Better Business Bureau. **** 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 your overall experience and for any interruptions to your travel plans due to customs. 
   
  ************* understand you missed your connecting flight.?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 for the missed flight.
   
  Please know we do not provide reimbursement for guests that miss their flight due to customs. 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.
  
  
  
  
  For further review, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  
  
  Have a great day! 

  Customer response

  07/10/2024

   
  Complaint: 21947839
  
  I am rejecting this response because we had two bookings and spoke to the same rebooking agent in ***************. One was handled as promised (HEPGYY) and the other is the one this complaint is about (DJ5JQJ). We had two bookings. We did everything together, including speaking to the rebooking agent. She said we would receive a refund for the missed flight on both bookings. We received a refund for HEPGYY but not for DJ5JQJ. Even if it is not your policy, your staff promised a refund. You gave a refund for one of our bookings. It makes no sense that you would not honor what your employees promise or that you would honor it sometimes.
  
  Sincerely,
  
  *************************

  Business response

  07/10/2024

  The confirmation codes were requested since it was not provided in your initial message and is required to assist you. 
  
  As previously advised, we do not provide reimbursement for guests that miss their flight due to customs.
  
  A refund has been issued for the missed flight on DJ5JQJ. $76.00 has been refunded to the *** card ending in 7353 and $170.91 has been refunded to the MASTER card ending in 7989.Note: refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. 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. 

  Customer response

  07/11/2024

   
  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. I find it ridiculous that it had to come to this and Spirit couldnt uphold their promises without this effort. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We took a Spirit flight on January 18, 2024 from ********* to ***** (Booking Confirmation #QD7E7L). Our luggage was lost and we logged a lost baggage claim immediately through their online system (File ID#**************. We were told by a Spirit representative at the *************, and verified the information via Spirit's "Baggage Irregularity Receipt" we received via email from Spirit (Attached hereto) that we could purchase items we would need (of reasonable price and nature) that Spirit would reimburse us for. We purchased items we would need and filed the reimbursement request on February 11 (Receipt from Spirit attached hereto with items and amounts). These items totaled $863.66, which we purchased on a credit card. We followed Spirit's instructions and reached out via the baggage claim portal 8 times and have never once received a response. We have also called a number of times and the agents for Spirit we speak with tell us we need to use the portal online. Due to the amount of time we have waited, we are asking for $1500 from Spirit for damages, interest and reimbursement.

  Business response

  07/10/2024

  Hi *******,
  
  We have received your correspondence as submitted to the Better Business Bureau. **** 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?www.spirit.com/bagclaim?and must include a completed online claim form inclusive of all the required documents. 
  
  You can use the link (www.Spirit.com/bag/claim) 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

  07/10/2024

   
  Complaint: 21945491
  
  I am rejecting this response because:

  1. The response states to file a claim online via their baggage portal, which I stated I did in February and I attached a receipt from their portal accepting my claim.; and 

  2. The response states to stay in contact with my claims rep via the portal. I stated in my claim I have message via the portal numerous times and never received a response. I do not even have the name of my claims rep.

  It is clear the business did not read my claim and is not taking this seriously.

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

  Business response

  07/10/2024

  As previously advised, all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at?www.spirit.com/bagclaim?and must include a completed online claim form inclusive of all the required documents. 
  
  You can use the link (www.Spirit.com/bag/claim) 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 claim's 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

  07/11/2024

   
  Complaint: 21945491
  
  I am rejecting this response because:
  I have previously completed the steps the airline keeps telling me to do. Is there something missing? The business response is not addressing my actual issue- which is I have filed the claim on their website back in February and uploaded all requested documents and still have not heard ANYTHING back despite my numerous attempts at contact. If the business feels I have not done something I was supposed to do I would appreciate a phone call with detailed instructions. 
  
  Sincerely,
  
  *******************************

*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. ↩