ComplaintsforSpirit Airlines

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an itinerary on July 24, 2024 from Spirit to fly from *** to TPA on 10/12/2024 with a return from *** to *** on 10/16/2024. On August 14, 2024 I received an email from Spirit informing me of a schedule change to both flights on my original itinerary and that I need to review the changes and could change the flights if needed. I changed the outbound flight to go from *** to MCO on 10/11/2024 at 5:15 AM online with no issue and no charge. I wanted to change the return flight to a 7:15 AM on 10/16/2024 from MCO to DFW but the system was charging me more money even though I shouldve been able to change the flight at no charge do to the schedule change from Spirit. I called Spirits customer service number and told the *** the situation and asked her to change the return flight to the one I wanted. She said she could help and proceeded to update my itinerary. When she finished, she told me that I would be receiving an account credit of $69.55 because there was a fare difference. I checked my account whilst on the phone with her and saw that she had updated the return flight as I requested, but my outbound flight was no longer on my itinerary. I asked her what happened to my outbound flight. She proceeded to put me on hold for about 30 minutes and then transferred me to a supervisor who informed me that she had made a mistake but he couldnt add my outbound fligh back to my itinerary. he informed me that he was escalating my case to the Quality Analyst Team to review my recorded call with the agent to ensure I didnt request the outbound flight be deleted. He instructed me to call back in 7-10 business days. So, now I have an itinerary with only a return flight from *** to *** and have to wait and hope that they will add my outbound flight back to my itinerary so I can plan the rest of my trip.

  Customer response

  08/16/2024

  The issue was rectified and my itinerary was reinstated to the way it was before after a call to customer service on 8/16/24. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Flight returning from ************ SC - was going from ***************** in ** to *******, ** on August 1, 2024. The flight was delayed by 4 hours. First the plane landed at the airport 2 hours late, and I was told it was because the brakes on the plane were being fixed. Then we couldn't take off from the runway because they "shut down the runway", so we had to return to the gate, and refuel. They gave the passengers the option to get off the plane (when they shouldn't have because refueling only takes ***** minutes or so). So the whole plane had to deplane, and then reboard from the terminal again. By the time the flight took off, it was a 4-hour delay (left at 9 pm instead of 5 pm). Anything over 2 hours of a delay, and the customer service agent told me that I should be given airline credit or a refund. They never offered that - they denied my request, which was made online first, and then over the phone, saying the flight was delayed due to "bad weather," which was not true at all as the weather was fine in both ******** and ******* that day. And because I did take the flight home, they said I couldn't get a refund, which is also false. I am requesting the $306 that this particular leg of the round-trip flight costed (Total for both ways was about $744) be refunded to me. That is all for now.

  Business response

  08/16/2024

  Hi ************ ,
   
  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 outlined in Spirit's Contract of Carriage, a document agreed upon when you secured your booking.
  
  
  For delays of three hours or more or a cancellation due to causes within our control,
  Spirit will provide a meal voucher redeemable at any establishment that sells food and
  accepts the vouchers. However, if the cancellation or misconnection is caused by severe
  weather, Air Traffic Control decisions or other issues or causes outside of Spirits
  control, we do not offer such accommodations. We will, nevertheless, make reasonable
  efforts to provide information enabling guests to secure accommodations on their own.
  No lodging will be provided to a guest on any Spirit flight which is delayed or canceled in
  the originating city on the guests reservation.
  
  
  
  For further review, please provide your name (as it appears on your reservation), confirmation code, and e-mail address used when booking your reservation.
  
  
  
  
  Have a great day! 

  Customer response

  08/16/2024

   
  Complaint: 22127367
  
  I am rejecting this response because:

  At the very least, you could give me a meal voucher, or some kind of discount voucher or credit towards future travel. This delay was over 3 hours (it was 4 hours), and I believe you should compensate every passenger that was on that connecting flight, and at least definitely the ones that request, such as I am doing now, because there were multiple errors on that flight by both the airline and outside factors such as air traffic control, so we should be compensated.
  

  Thanks very much,
  
  Sincerely,
  
  M. *****************

  Business response

  08/20/2024

  As previously stated, As outlined in Spirit's Contract of Carriage, a document agreed upon when you secured your booking.
  
  For delays of three hours or more or a cancellation due to causes within our control,
  Spirit will provide a meal voucher redeemable at any establishment that sells food and
  accepts the vouchers. However, if the cancellation or misconnection is caused by severe
  weather, Air Traffic Control decisions or other issues or causes outside of Spirits
  control, we do not offer such accommodations. We will, nevertheless, make reasonable
  efforts to provide information enabling guests to secure accommodations on their own.
  No lodging will be provided to a guest on any Spirit flight which is delayed or canceled in
  the originating city on the guests reservation.
  
  For further review, please provide your name (as it appears on your reservation), confirmation code, and e-mail address used when booking your reservation. Without the requested information we are unbale to properly assist. 

  Customer response

  08/21/2024

   
  Complaint: 22127367
  
  I am rejecting this response because: It is weak, and it's **** league. The airline knows that severe weather was not the cause of this delay, and they should accept responsibility for their miscommunication and/or technical difficulties. Regardless of whether I took the flight or not, a four hour delay is unacceptable. Thank you.
  
  Sincerely,
  
  M. *****************

• Initial Complaint

  08/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a flight from ****** to ******* on Saturday, August 3, 2024 (Confirmation number: OR87XE). It was originally scheduled for 7:15am and I was supposed to arrive at 11:00am. The plane didnt leave until about 10:20am. To make matters worse, my flight on Sunday, August 4 (confirmation number: LQH5FE) from ******* to ****** was ALSO delayed. We were supposed to leave at 10:46pm, but we didnt leave until 12:30am. I want a refund , not a voucher because thatll mean I would have to use their airline again. I sent a request for a refund on Monday, August 5, but I have not heard anything back from them. This is my second BBB complaint with Spirit and its ridiculous. I want my money back because this airline is horrible!

  Business response

  08/16/2024

  Hi *******,
   
  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 delays. 
  
  
  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.
  
  
  
  I found that your DFW-DTW flight & DTW-DFW flight was delayed due to an Air Traffic Control (ATC) decision due to a weather-related issue. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight, since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations.
  
  
  Travel has been fully boarded and completed on both of these reservations. 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

  08/16/2024

   
  Complaint: 22123621
  
  I am rejecting this response because:  Poor excuse for such delays and proper no resolution. Will be sure to never fly Spirit again.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My reservation is booked and confirmed June ******* My flights are round trip (July 23 and Aug 3).My itinerary #:72854493175214.The price : *******$ plus 110$ for baggage.My flight was connection flight from ********** to ****** and the stop in ***lauderdale .They canceled my flight less than one hour of the departure flight although there is flight departures just one hour later from ************* to ****** ( same destination exactly )! Same day (Aug 3) then they rebooked again Aug 5 ,And they cancelled the flight again for second time. They left us in ******* with 2 kids ( 3 years and 9 years ) one of them got azimuth and the second ******** got anxiety .At the end they offered us different destinations which so far and cheaper !!! The amount is :******* $

  Business response

  08/15/2024

  Hi ****, 
   
  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 cancellations. 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.
  
  
  Guests are strongly encouraged to take all necessary medical precautions to prepare for their flight. Snacks and beverages can be purchased within the airport terminals or brought on board from home. 
  
  
  To better assist you, please provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  
  
  Have a great day! 

  Customer response

  08/15/2024

  Hello ,
  My flight has been cancelled 2 times although one of the flight arrived from same destination (FLL) to same destination (EWR) at the same range time .my flight was 10 pm and the another one was 8 and it left 11 pm!!
  And the same situation happened again Aug 5 ,
  Then they changed my flight to different destination ************* Aug 7
  
  
  
  
  The e mail : **********************
  Confirmation code:DKCEPG
  
  
  4 people 
  ********************* ************************* Galoaa
  ********************* *****************************
  **********************
  *******************************
  

  Customer response

  08/16/2024

   
  Complaint: 22116315
  
  Hello ,

  
  My flight has been cancelled 2 times although one of the flight arrived from same destination (FLL) to same destination (EWR) at the same range time .my flight was 10 pm and the another one was 8 and it left 11 pm!!
  And the same situation happened again Aug 5 ,
  Then they changed my flight to different destination ************* Aug 7
  
  
  
  The e mail : **********************
  Confirmation code:DKCEPG
  
  
  4 people 
  ********************* ************************* Galoaa
  ********************* *****************************
  **********************
  *******************************
  
  Sincerely,
  
  *************************

  Business response

  08/19/2024

  Upon review, our records show you were previously assisted by our ************ Team. Your concerns were thoroughly reviewed, and our position remains unchanged. Additionally, each guest was issued a $100 Future Travel Voucher for the overall experience.

  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.

  It is best to keep one line of communication open. Shall you have any other questions or concerns you can reply to the ************ Team. 

  Customer response

  08/19/2024

  Again, I wouldnt like to repeat this bad experience again with spirit , what happened to us are unacceptable and i will never use spirit airlines again. You offered a vouchers for us and we cant use it because we dont want to go with spirit anymore!!! The vouchers are un valuable for us. We spent too much money for hotels and at the end we arrived to different destination ( ************ ) which too much cheaper than ****** !!!!

   

   

  Customer response

  08/21/2024

   
  Complaint: 22116315
  
  Again, I wouldnt like to repeat this bad experience again with spirit , what happened to us are unacceptable and i will never use spirit airlines again. You offered a vouchers for us and we cant use it because we dont want to go with spirit anymore!!! The vouchers are un valuable for us. We spent too much money for hotels and at the end we arrived to different destination ( ************ ) which too much cheaper than ****** !!!!
  
  Sincerely,
  
  *************************

  Customer response

  08/21/2024

  Hello, 
  I sent my response regarding the issue with spirit ,but I received email today to let me know that the case had been closed.
  I would like to share my experience with spirit to help people in the future .
  My flight was delayed then canceled two times although it was a connecting flight. They canceled my flight Aug 3 and Aug 5 in the middle of the way (connection flight) without any help then they rebooked us in different destination Aug 7 .
  I have 2 kids (3,9 years) , we forced to stay at airport for couples of hours to find any hotel to spend the days . Bad situation for the kids . My kids and my wife had an anxiety now of traveling . 
  BBB tried to help us with spirit but unfortunately spirit doesnt care. 
  Thank you 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello I was charged without my consent or knowing on Aug 5th for ***** by spirit Airlines. So I signed into my frequent flier account online to see what the charge was for and the account states that I was a savings member since Aug 3. I have not been on the app or website in many months before checking on the charge issue today and have never signed up for anything like that so I went ahead and canceled the member but need them to refund the unauthorized charge. I went on the chat function on spirit and explained everything that happened about the unauthorized charge and needing to be refunded. I also deleted my saved debit card information which was saved from my last trip almost a year ago! They put my message in a virtual queue and never responded to me. This is not the first time Ive been charged for a service I either didnt sign up for or did not receive without getting refunded. Id like ********************** to refund the $***** and if possible the $15.00 overdraft fee back to my Santander.

  Customer response

  08/08/2024

  Hello

  i got in touch with someone who finally helped me mostly. Its still not 100% resolved but they refunded me for a renewal fee of ***** for a program I never even knew existed let alone knew I was signed up for. So I asked that if there was an initially sign up fee ( which is also *****) charged that that also be refunded. She put in a request but couldnt guarantee and would have an answer by email in ***** days. I do not know how I was signed up for this program a year ago as I wasnt on the app or website or traveling at that time. I feel this is fraud or a mistake and I should be fully refunded even for the initial sign up fee. 
  Thank you. 
  *************;

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid $97.36 for a ticket on May 16, 2024 . I canceled my flight within the policy to get a reservation credit which they never gave me so disputed with my credit card company and they never gave me my money. The dispute is over with and I want my credit!

  Business response

  08/14/2024

  Hi ****,
   
  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 cancelled booking.
  
  
  
  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.
  
  
  
  For further review, provide your confirmation code, e-mail address used when booking your reservation along with the certified letter you received from your financial institution stating the dispute is closed. 
  
  
  
  
  
  Have a great day! 
  

  Customer response

  08/15/2024

   
  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.
  
  I responded to the ********************************************************************* email. *********************** APSF8B I attached the credit one resolved dispute as well.

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

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Someone hacked into my Spirit account and used ****** points to book a ticket from ******* to ******** (I live in *******). They even changed the email on the account to go to theirs, thus me having a hard time logging into my account and I contacted Spirit customer service and they reset my password. I contacted them again when I saw my account balance was very low, previous I had a little over ****** thousand points. They said they cannot do anything as there was a dispute with the bank (when you use points you still have to pay a portion). I said it doesn't matter, I didn't make this purchase and my credit card was not used (the dispute is not with my bank). I was just asking them to credit me the points that were used. They would not give me the information of the person who booked the ticket or anything. They said they opened an investigation that will take some time. I have no heard from them since! I'm trying to book my trip at the end of this month and need these points. That's the only reason I opened a Spirit credit card because of the point advantage they provide. To put it in prescriptive, the stolen ****** points equal to $875! It has been over a week and I have not received anything yet.

  Business response

  08/12/2024

  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 Free Spirit points issue. 
  
  I have forwarded your concerns?to our Security Team for review. Please allow them time to conduct their investigation. If further?information?is required,?they will reach out to you directly.?We strongly suggest changing your password if you haven't already done so.  
  
  Have a great day!? 

  Customer response

  08/13/2024

   
  Complaint: 22098166
  
  I am rejecting this response because: Ive reached out to customer service on July 29 (over 2 weeks ago) and I was told they will investigate. I havent received any other information about my case since and now all Im getting that there will be an investigation again. Im just asking to get my points back. Its very easy to see that I didnt use them and there was loyalty point theft/fraud.  I will be happy when my ****** points are back in my account. Im waiting to book my trips.
  
  Sincerely,
  
  *********************

  Business response

  08/15/2024

  As previously stated, I have forwarded your concerns?to our Security Team for review. Please allow them time to conduct their investigation. If further?information?is required,?they will reach out to you directly.

  Customer response

  08/16/2024

   
  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. Spirit did return my ****** points. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I were originally scheduled to fly from ******* to ******* on August 4th. Flight Number NK 1440. That flight was cancelled. We have heard several different reasons from why it was cancelled ranging from weather to air traffic control. We then contacted Spirit and after several phone calls and one visit to the ticket counter we were booked on a Flight from ******* to ******* then another flight from ******* to *******. Flight Number Nk 1209. The flight to ******* was delayed and eventually cancelled as well. My husband received a travel advisory to ******* so we called Spirit again to see if we can be rescheduled. We were hung up on twice. My husband has coronary artery disease, and we did not bring enough of his medication to last us until Tuesday. I told this to multiple representatives. We are booked on a flight tomorrow, August 6th, to *******. This delay has been a great expense to us. We have had to pay for 2 additional nights at a hotel, 2 additional nights of boarding for our dog, 2 additional nights of parking, plus food and miscellaneous expenses. The hotels, parking and dog boarding alone have costs us close to $700. We have received zero help from Spirit throughout this ordeal. No one helped us find accommodations. We were denied booking on an alternate airline. Meanwhile, my husband is having to go without medications that make sure his blood flows unrestricted through his arteries. The customer service has been terrible from the ticket agents to the chat to the phone customer service representatives. We have flown spirit quite often and never had an issue like this. This is severe enough where we will never fly with you again. I hope you can direct this email to someone who can assist us. We believe at a minimum we should be reimbursed for expenses.

  Business response

  08/09/2024

  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 cancellations and the service received.  
  Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.
  We strive to provide the best possible service and when you feel that it fails to meet your expectations, its important for us to know. Ive shared your comments with the Airport Station & ****************************** 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. 
  
  Guests?are?strongly encouraged to take all necessary medical precautions to prepare for their flight.
  
  If a flight delay or 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. 
  
  For further review, provide your confirmation code, and e-mail address used when booking your reservation.
  
  
  Have a great day! 

  Customer response

  08/09/2024

  The confirmation number is FMSRNA. The email is ***************************.

  I am claiming compensation relating to flight 1440 from ******* to ******************************** which was to occur on August 4, 2024.  The flight was cancelled, and Spirit would not rebook us on another flight until August 6, 2024.  We were provided a multitude of reasons as to why the flight was cancelled ranging from weather to air traffic control issues.  However, on our return flight to ******* the flight crew said flights were being cancelled due to staffing shortages and that Spirit is not able to fully staff flights.  This makes sense because other flights were able to leave on Sunday, August 4th but not our flight to *******.  
  
  Due to this delay, we incurred expenses related to staying in *******, ** for 2 additional nights, 2 additional nights of dog care, 2 additional nights of parking and other expenses.  Spirit provided us with one meal voucher for $24 which we attempted to use at the airport, but the voucher was not valid.  We incurred a total of $681.60 in additional expenses.  Receipts can be provided.
  
  We contacted Spirit multiple times to be rebooked on another flight, but Spirit did not have any flights available until Tuesday, August 6th and they refused to book us on another airline.  We had to make multiple phone calls and requests to Spirit to get rebooked on the August 6th flight.  At one point spirit tried to route us through ******* during a hurricane! 
  
  We have been loyal Spirit customers and until now have never really had a bad experience.  We found with this situation that customer service was severely lacking.  We essentially were left stranded by your airline with no assistance in booking lodging or obtaining meals.  We expect Spirit to reimburse us $681.60 for the costs we incurred due to Spirits inability to staff flights that they schedule. 

   

  Customer response

  08/12/2024

   
  Complaint: 22093326
  
  The confirmation number is FMSRNA. The email is ***************************.
  
  I am claiming compensation relating to flight 1440 from ******* to ******************************** which was to occur on August 4, 2024.  The flight was cancelled, and Spirit would not rebook us on another flight until August 6, 2024.  We were provided a multitude of reasons as to why the flight was cancelled ranging from weather to air traffic control issues.  However, on our return flight to ******* the flight crew said flights were being cancelled due to staffing shortages and that Spirit is not able to fully staff flights.  This makes sense because other flights were able to leave on Sunday, August 4th but not our flight to ********  
  
  Due to this delay, we incurred expenses related to staying in *******, ** for 2 additional nights, 2 additional nights of dog care, 2 additional nights of parking and other expenses.  Spirit provided us with one meal voucher for $24 which we attempted to use at the airport, but the voucher was not valid.  We incurred a total of $681.60 in additional expenses.  Receipts can be provided.
  
  We contacted Spirit multiple times to be rebooked on another flight, but Spirit did not have any flights available until Tuesday, August 6th and they refused to book us on another airline.  We had to make multiple phone calls and requests to Spirit to get rebooked on the August 6th flight.  At one point spirit tried to route us through ******* during a hurricane! 
  
  We have been loyal Spirit customers and until now have never really had a bad experience.  We found with this situation that customer service was severely lacking.  We essentially were left stranded by your airline with no assistance in booking lodging or obtaining meals.  We expect Spirit to reimburse us $681.60 for the costs we incurred due to Spirits inability to staff flights that they schedule. 
  
  Sincerely,
  
  *********************************

  Business response

  08/14/2024

  Our records show you were previously assisted by our ************ Team. It is best to keep one line of communication open. If you have any further questions or concerns, you can reply to the ************ Team.
  
  To reiterate, your ATL-IAH 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 you were rebooked on the next available flight and travel has been fully boarded and completed. Spirit does not issue refunds for services rendered. 
  
  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. 
  
  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.
  
  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

  08/14/2024

   
  Complaint: 22093326
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 8/2 trip CPJF5R on 6/19. Spirit sent me numerous emails to buy bags, seat, priority, etc till 8/1. I finished the check in on 8/1. But 8/2 morning I woke up to an email from Spirit saying my 2nd leg was canceled, and I was given a new schedule which requires me to stay at ORD for more than 21 hours, then add a 3rd leg to get my destination. The email says if it doesn't work for me, I can ask for refund. So I did, after spending a long time online because there's no phone number I can call!Shortly after I finished the long chat, I got another email from spirit to confirm the revised trip, as if I never asked for refund. I was confused and chatted with Spirit again for more than two hours!The agent kept saying I am no show to the revised flight, so no refund. It's so frustrating to try to reason with the agent that my flights should have been canceled because I refused the change and am entitled for a refund. I repeated this numerous times as if all fell into a black hole.Spirit changes my flights last minutes, interrupted my travel, forced me to buy a new ticket from other airline at higher price and stay one more day in ***********. It makes contacting them extremely difficult. After the long wait, the agent only gets back to my words every other 5 or 10 minutes. It seems one agent is working on multiple cases at the same time. So they can't really understand my issue or forget each round after 5 or 10 minutes. It is very disrespectful to their customer's time.I want the full refund I was entitled, a sincere apology from spirit for all the time wasted and agony I had to endure, and some reasonable compensation for my added cost for buying a last minute ticket and one night stay in ***********.

  Business response

  08/09/2024

  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 issues in reference to your flight cancellation 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. 
  
  
  
  You stated there is no phone number to contact Spirit. Our phone number is listed on our website and on the email confirmation sent. I have provided it below for reference. 
  
  
  Reservations Center at **************.
  
  
  
  I found that your ORD-PDX 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. 
  
  Your refund request has just been processed. $164.58 has been refunded back to the **** card on file ending in 8938. Please 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

  08/12/2024

   
  Complaint: 22084423
  
  I am rejecting this response because:

  1. Regarding the Spirit's customer service phone #: ********************'s response sounded like I didn't see the number listed on their website and email, therefore it's not their fault that I didn't get to talk a real person.  I did see that number and I did call.  But there's no way to reach a real person.  The phone line kept asking to text me a link and there was no choice for real person.

  2. Spirit said nothing about they won't give me any choice for the revised itinerary.  The only thing I can get is a overlay at ******* for more than 21 hours, then to *****, then to *********  This itinerary is totally unacceptable and I incurred a lot of expense to find another airline ticket.

  3. Spirit didn't address at all about the bad chat service I had to endure for 3 hours with no result.

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

  Business response

  08/15/2024

  As previously addressed, 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. 

  I found that your ORD-PDX 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. 
  
  Your refund request has just been processed. $164.58 has been refunded back to the **** card on file ending in 8938. Please 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. 

  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.
  

  Customer response

  08/15/2024

   
  Complaint: 22084423
  
  I am rejecting this response because: they didn't address the hardship I had to endure to contact their customer service.  I had only one way to get to them which is by chat.  And the chat was really time consuming and unproductive.  I spent 3 hours on the slow chat with someone probably answering ten chats at the same time and can't provide any decent service to any customer.  This is totally under control of the company.  But Spirit is not willing to invest in more people and phone lines to better serve their customers greatly inconvenienced by their sudden change of flights.

  I ran into changes with other airlines too.  They are all reachable by phone and they all can provide multiple choices for the changed flights.  They also provide some compensations, from a little gesture to full reimbursement.  That's real fairness.

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

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife has been working through Spirit Airline's online representatives and emailing Spirit Airlines with no response/answers for almost a month (see attachments). We were on vacation when our daughter came down with an inflammation in her brain that affected her ability to walk, her coordination, and speech. We took her to the ** and she was admitted to the hospital on 6/25/24. She was not allowed to travel and not released until 6/27/24. Attached is a note from the hospital.Our flight back to ********* was on 6/26/24, so we had to get rebook to the following night with the hope that the doctors would release her the next day. We were charged an additional $688, the difference of the new ticket price from what we originally paid. Our flight information is attached (Flight Confirmation Code SLYJ7T for *******************, ***********************, and my two daughters).My wife originally submitted a request for a refund for the price difference on July 2, 2024 as instructed. She was informed that it was being escalated and we would hear back in a few days.We would like to get any kind of update, because, after all this time, it feels like we are just being ignored.

  Business response

  08/09/2024

  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 issues in reference to your flight modifications 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. 
  
  
  
  As of June 2024, Spirit no longer cancellation or modification fees. Guest who needs to cancel or modify their bookings will either be given a full Reservation Credit upon cancellation or allowed to make modifications up to one hour before the flight departs. The difference in airfare is applicable and is not waived. 
  
  
  
  As outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable. Your flight modification was completed, and travel has been fully boarded and completed. Spirit does not issue refunds for services rendered. There is no refund due. 
  
  
  
  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

  08/09/2024

   
  Complaint: 22083636
  
  I am rejecting this response because:
  

  This is a generic response and does not address the extraordinary circumstances that were beyond my control with my daughter being hospitalized and unable to travel. 

  If Spirit Airlines will specifically acknowledge the situation instead of sent a generic response about "my experience", then I will know that they have truly read and understood the circumstances. This is not just about my "experience", but about my daughter's health that was at stake and the doctors' admitted her and would not release her from the hospital because of her condition; therefore, not allowing us to travel.

  If Spirit Airlines really does care about their customers, then they need to take this more seriously. 

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

  Business response

  08/14/2024

  As previously stated, as outlined and agreed upon in Spirit's Contract of Carriage all fares, fees and ancillaries are non-refundable and non-transferable. Your flight modification was completed, and travel has been fully boarded and completed. Spirit does not issue refunds for services rendered. There is no refund due. 

  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

  08/14/2024

   
  Complaint: 22083636
  
  I am rejecting this response because:
  

  So each customers' issue is not evaluated on a case by case basis and merits? 

  We could not travel due to a medical emergency which required hospitalization and inability to travel. 

  You are making no effort and chosing to ignore the circumstances and throw a general,  blanket operating procedure in my face.

  Your responses are the antithesis of what customer service is all about. This is not a way to get return business. 

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

  Customer response

  08/14/2024

  Also, there was no way for me to get resolution before I could travel. Your representatives said this could not be escalated higher than the person who was on the phone and there was a process we needed to go through and we did follow that process.

  So, in order to go through this process and state my case, I had to travel home the next day and before you would act. Therefore, I didn't have an opportunity to meet the Spirit Airlines requirements you are referencing. 

  The inability for Spirit to handle concerns in a timely manner is the reason I had to go to the BBB, but also your rational as to why we don't deserve a refund for the cost difference. 

*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. ↩