ComplaintsforSpirit Airlines

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had three cancelled flights within 25 days. My email complaint and request for refund and compensation for alternative last minute travel as well as phone calls have gone unanswered. Tonight my flight was canceled less than 12 hours before take off and my phone call has been put on hold for over an hour. There have been no responses to my comments, emails, calls, or messages.

  Business response

  05/04/2022

  Hi *******************,
   
  My name is ****** and I'm the BBB Correspondent for Spirit Airlines. We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I'm sorry that you have not had good experiences with us. Our records reflect that your flight on March 12, under CY66QL was cancelled due to inclement weather along the travel route. We do our best to prevent these cancellations, but at times they are unavoidable.
  
  In these cases, we'd rebook guests on the next available flight or issue a refund of the affected segment. You were rebooked for the following day. Regrettably, this flight was cancelled due to inclement weather as well.  since you did not complete travel, a refund of $42.79 was issued on April 12.
  
  Your flight under the reservation RNNRGR, was cancelled due to operational challenges. As we did not have another flight option that suited you, you requested a refund, which was processed on April 5. If you incurred additional expenses due to this cancellation, please provide your reciepts and your mailing address for review.
  
  We'd love it if you gave us another chance, so I've created a $100 Future Travel Voucher for you. The voucher amount is applicable towards the base fare for Spirit flights. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. The FTVs are for the use of the guest issued to on this reservation and are non-transferable. Youll have 90 days to think of an awesome place to go and book it. You dont have to fly by the expiration date, just make a reservation before it expires. I've provided the information for your voucher below:
  
  https://******************************************/en-us/category/article/KA-01231 
  
  ****-Sofia 
  43674648436300001
  Amount: $100
  Expiration: August 2, 2022
  
  If you have any other questions or concerns, please let me know.
  
   
  Sincerely,
   
  Dedrie
  Corporate Consumer Relations
  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: Booked flight on 2/20/22 for 4/3/22 three passengers. Amount of money paid to business: $316 What the business committed to provide: a direct flight on 4/3/22 LAS to PDX for 3 passengers The nature of the dispute: The flight was cancelled. I asked for a refund. They did not refund my tickets, bag or seat charge. I had to pay for a flight on another airline Whether the business tried to resolve the problem: talked to them on 4/3/22, they said they would refund me and send me an email. They sent an email saying I was re-booked on a flight 7 days later, no refund. Account order tracking number: Confirmation code: FH7VRG On Sunday 4/3/22 I went to the airport with my children to board Spirit flight **** LAS to PDX direct. When I got to the airport the flight was cancelled. I called spirit and was on hold for 2 hours. She told me our options were to re-book on a flight three days after my original flight or accept a refund. I told her I would take the refund. She said she could not give me money towards another airline to re-book. She told me she refunded my moms card for the tickets and seats and my card for the bags. She told me that I would see a confirmation email in 5 min. I bought tickets for my family home, earliest I could find was 2 days after our original flight for over $800. The email for the refund never came. Instead I was sent an email on 4/4/22 saying I was rebooked on a flight for 4/11/22. I talked to the person at Spirit on 4/3/22 at aprox 9:45pm. 1.Spirit cancelled my flight and did not refund my flight/bag even though they told me they would 2.They re-booked me on a flight one week later without my consent. 1.I would like a refund for $316 (see Spirit receipt)2.I would like to be compensated for the additional money ($489) had to pay for flights two days later. That is $805 316 = $489 (see Alaska receipt)This does not cover time lost for work or school.

  Business response

  05/04/2022

  Hi *****,
   
  My name is ****** and I'm the BBB Correspondent for Spirit Airlines. We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I'm sorry that you did not have a good experience with us. Our records reflect that your flight was cancelled due to crew availability caused by inclement weather. When the crew members are on an aircraft that experiences a delay, it causes a domino effect that results in subsequent delays and cancellations to the stations the crew members are scheduled to fly to. We do our best to prevent these cancellations, but at times they are unavoidable.
  
  In these cases, we'd rebook guests on the next available flight or issue a refund of the affected segment. Our records reflect that you were initially rebooked for April 11. Following this, you reached out to our ************** and a full refund was issued on April 4. However, I sincerely apologize for the service that you described. Thank you for taking the time to share your experience with us.
  
  Regrettably, we are unable to honor your request for reimbursement, as your flight was affected by circumstances beyond our control.
  
  We'd love it if you gave us another chance, so I've created a $100 Future Travel Voucher for you. The voucher amount is applicable towards the base fare for Spirit flights. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. The FTVs are for the use of the guest issued to on this reservation and are non-transferable. Youll have 90 days to think of an awesome place to go and book it. You dont have to fly by the expiration date,just make a reservation before it expires. I've provided the information for your voucher below:
  
  https://******************************************/en-us/category/article/KA-01231 
  
  ***** - 43675184447600001
  Jack - 43675176370400001
  Levi ******************************** Amount: $100 each
  Expiration: August 2, 2022
  
  If you have any other questions or concerns, please let me know.
   
  Sincerely,
   
  Dedrie
  Corporate Consumer Relations

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family took a trip to *********** on March 29th on Delta airlines and returned on April 2nd on Spirit Airlines. Our layover was in ******* (***). Our connecting flight was canceled and we split up as a group to rebook a flight. I, ***************************, returned April 2nd to ********* **** on flight **** in which my 2 pieces of luggage were to follow. I stayed at baggage for 2 1/2 hours after my flight and they did not appear. There was no attendant for Spirit at baggage or at the ticketing desk to contact (I had an attendant paged and no one showed up still) so I called Spirit on my way home and was on hold for 3 hours then the phone hung up. I called spirit again on April 3rd 6 separate times waiting over an hour each time and no representative answered. I finally found a number that prompted me to plug in my number to get a call back. I still have not received a call. April 4th, my husband and son returned home at *********************) flight NK ****. We checked baggage there and they said no luggage under our name had arrived. After calling for the 3rd time that day I got ahold of a representative that said she could not help me and gave me a number ************ that hung up on me when I selected the luggage option. Tried it 10 more times and same result every time. I tried to file a claim online and it prompted a number for me to call ************. I was on hold for hours and it gave me the option to leave my number for a faster call back. I did that a couple of times and still no call back. We are going on day 4 with no luggage, no contact to retrieve our luggage and fear that our belongings are stolen or lost for good. It seems at this point we have no way to contact Spirit airlines to pursue a search. We do have our luggage ticket but no one who can use it to track our luggage. I feel hopeless at this point.

  Business response

  05/03/2022

  Hi *****,
   
  My name is ****** and I'm the BBB Correspondent for Spirit Airlines. We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I'm sorry to hear that you did not have a good experience with us. I've found that your flight was cancelled due to inclement weather. We do our best to prevent these cancellations, but at times they are unavoidable. 
  
  In these cases, we'd rebook guests on the next available flight or issue a refund of the affected segment. Due to availability, you were rebooked on a separate flight.
  
  Regarding your luggage, I've found that you picked up your bags on April 10, which is great. Nonetheless, I sincerely apologize that your luggage was mishandled and for the overall service that you described. Thank you for taking the time to share your experience with us, as this helps us to determine where improvement is needed.
  
  We'd love it if you gave us another chance, so I've created a $100 Future Travel Voucher for each of you. The voucher amount is applicable towards the base fare for Spirit flights. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. The FTVs are for the use of the guest issued to on this reservation and are non-transferable. Youll have 90 days to think of an awesome place to go and book it. You dont have to fly by the expiration date, just make a reservation before it expires. I've provided the information for your voucher below:
  
  https://******************************************/en-us/category/article/KA-01231 
  ******* - 43662925773500001
  Luke - 43662848487700001
  ***** - 43662832077600001
  
  Amount: $100 each
  Expiration: July 31, 2022
  
  If you have any other questions or concerns, please let me know.
  
   
  Sincerely,
   
  Dedrie
  Corporate Consumer Relations

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spirit Airlines should be responsible for cancelled flights and alert passengers 24 hours in advance. The flight was scheduled for 1:45 pm on April 4, 2022 with boarding starting at 1:05. At 12:45, 20 minutes before the boarding time, Spirit Airlines announced cancelled flight without any explanation. There was no representative to help at the Gate and many passengers were confused. Back at the ticketing desk, the employees were rude and said the cancellation was due to weather when there were no weather problems. If it was weather from a storm in ******* that occurred on Friday night, which was 2 nights ago, that caused delays throughout the *************, an announcement of cancellations should have been arranged. It seems like fraud to blame it on weather instead of taking responsibility of the cancelled flight due to mismanagement and be unable to compensate ticket buyers since it was due to "weather". The destination from and to had no weather problems. There should be a criteria for an airline to blame it on "weather" as it did not affect this flight directly. Since it was "weather" the airline would not rebook the tickets through other airlines and next possible booking being Thursday, April 7th. The phone customer service had an endless loop of transferring to another customer representative instead of transferring to a supervisor like the representative said. The airplane was at the gate so it wasn't due to the airplane being stuck in another location.

  Business response

  05/03/2022

  Hi Yemo,
   
  My name is ****** and I'm the BBB Correspondent for Spirit Airlines. We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  After careful review, I've found that you also summitted your concerns to the ********** of ************** (DOT). I've addressed these concerns via email. Please see below for a copy of the correspondence sent to you.
  
  Hi Yemo,
  
  Thanks for bearing with us while we reviewed your note to the ********** of ************** (DOT). They have asked us to respond to you directly, and I have taken a thorough look at your concerns as they are very important to us at Spirit.
  
  Were so sorry that your flight was cancelled due to operational challenges. We understand how frustrating it is for our Guests when plans change unexpectedly. During the time of your flight, our teams were working around the clock to get back on track in the wake of travel disruptions due to the difficult operating circumstances that occurred. We do all we can to ensure our Guests have the best possible experience and regret that this happened.
  
  I see that you selected to receive a refund, which was issued on April 4, in the amount of $92.07 back to the original form of payment. Nonetheless, I sincerely apologize if you found our team anything less than helpful or friendly. I've shared your concerns with our Management Team for further internal review.
  
  You *** be eligible to receive reimbursement of the difference between your Spirit airfare and your other airline fare. We kindly request that you send in the following information in your reply to this email:
  
  Other Airline Receipt: must include passenger name(s), the complete flight information (route, airline, date of travel), total paid, and the form of payment
  
  Your mailing address where you would prefer to receive a reimbursement check in case of approval
  
  *Please ensure the document sent has all information requested or your reimbursement request will be automatically denied* Once the documentation is received, it will be sent to our Refunds ********** for review. The approval and check request process *** take up to 20-30 business days. 
  
  Additionally, please note we issued future travel vouchers for each Guest on the flight for the inconvenience and an email with your voucher information was sent to the email address on file for the reservation. If you are unable to apply the voucher to another booking prior to its expiration, you can reach back out us within 6 months after the expiration date in order to have your voucher reissued as a one time courtesy. 
  
  I hope that despite this experience, you will consider Spirit for your future travel plans. We would love to show you our determination to Invest in the Guest and provide an airline experience that exceeds our Guests expectations.
  
  If you have any additional questions or concerns, please feel free to contact me.
  
  Best,
  
  Dedrie
  Corporate Resolutions Specialist
   
  
  If you have any other questions or concerns, please let me know.
  
  For additional information or assistance, you *** contact our Guest Relations ********** by clicking on the link below: 
  www.spirit.com/help
   
  Sincerely,
   
  Dedrie
  Corporate Consumer Relations

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of incident: 04/03/2022 Details of incident: Round trip tickets for two were purchased in March of 2022, from ********* ** to ********* **. The flight was scheduled to depart on 5:15 pm. We were not made aware of the baggage charges, and had to pay almost what the ticket cost for the luggage. We are then in line to board the flight, and told to have a sit due to a delay. We are then notified that the flight attendant had timed out, and they were getting a replacement. Only to be told an hour later that the flight was canceled and to return to the front booking desk.I was offered to pick one of 3 options 1) to fly on a later date (04/06 - 3 days into my vacation), credit on a future flight or refund. I was not offered hotel accommodations or anything ( from almost 2 hours away). I and my spouse have spent countless hours since yesterday trying to get a refund. We have been lied to, hung up on and hollered at, not to mention being left on hold. We have spoken to management on a corporate level to be done the same way. This is unacceptable. The only thing I have received is the luggage money back.I NEED to be refunded for the flight I had to purchase elsewhere along with the money back from the original flight and my two nights at the hotel in *********, Estimated refund $496 - canceled flight, $ 998 new flight, $ 160 for hotel ( this does not include what was lost due to losing two days of vacation, nor does it compensate for the anxiety attack and medication that had to be called in for my daughter. Total $ ****.

  Business response

  05/02/2022

  Hi *****,
   
  My name is ****** and I'm the BBB Correspondent for Spirit Airlines. We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I'm sorry that you did not have a good experience with us.
  
  I understand that you were caught off-guard by the unique service that we offer. Spirit is home of the Bare Fare, along with your ticket you're allowed one free personal item (not to exceed 18 x 14 x 8in; including handles and wheels). We strongly believe in paying only for the things you need. Additional options like extra or larger bags, specific seats, and refreshments are an additional small charge. Please keep in mind that bags are cheaper the earlier they are purchased. Please see below for more information.
   
  spirit.com/optionalservices
   
  Our records reflect that your return flight was cancelled due to inclement weather along the travel route. Further there are times when weather delays or cancellations will cause the crew to time out. The hours ************** members may work continuously, the amount of rest required after completion of those hours are federally regulated. We do our best to prevent these cancellations, but at times they are unavoidable.
  
  In these cases, we'd rebook guests on the next available flight or issue a refund of the affected segment. As we did not have a flight that worked for you, a refund was issued to the card on file.
  
  Regrettably, we're unable to honor your request for reimbursement, as your flight was affected by circumstances beyond our control.
  
  Nonetheless, I sincerely apologize for the service that you described and if you found our team anything less than helpful or friendly. I've shared your concerns with our Management Team for further internal review.
  
  We'd love it if you gave us another chance, so I've created a $100 Future Travel Voucher for each of you. The voucher amount is applicable towards the base fare for Spirit flights. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. The FTVs are for the use of the guest issued to on this reservation and are non-transferable. Youll have 90 days to think of an awesome place to go and book it. You dont have to fly by the expiration date, just make a reservation before it expires. I've provided the information for your voucher below:
  
  https://******************************************/en-us/category/article/KA-01231 
  
  ***** - *****************
  ******* - 43652594066300001
  
  Amount: $100 each
  Expiration: July 30, 2022
  
  If you have any other questions or concerns, please let me know.
  
   
  Sincerely,
   
  Dedrie
  Corporate Consumer Relations

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My confirmation code is XHU1QW. I booked my ticket with Spirit airlines on 1 April and cancelled it on 2 April in less than 24 hours. Since the flight departure date was 3 April, I was charged a $183 Passenger Usage Charge and was told that the remaining refund for ticket cost will be given as passenger credit. However, the flight got cancelled on 3 April. Hence I called spirit airlines to request complete refund to my original form of payment, including the passenger usage charge of $183 because the flight was cancelled .However they refused to refund the $183 passenger usage charge, which doesnt make sense because the flight was cancelled and secondly they refused to return the original ticket price to my credit card, instead gave me flight credits that expire in 3 months. I have no plans to travel this year and hence I want my entire amount refunded back to my original form of payment.

  Business response

  05/03/2022

  Hi ******,
   
  My name is ****** and I'm the BBB Correspondent for Spirit Airlines. We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I'm truly sorry to hear that you were caught off-guard by our cancellation guidelines.
  
  Per our guidelines, refunds are an option for flights that are cancelled by Spirit, as well as flights cancelled by the guest as long as such cancellation is made within 24 hours of initial booking and provided that the reservation was made seven (7) days or more prior to the flights scheduled departure. Beyond these parameters, cancellations are subject to cancellation charges depending on how far in advance the cancellation is made. Further, the non-refundable service charge is retained.  Once the applicable charges are deducted, a reservation credit is issued for the remaining amount. Please see below.
  
  https://******************************************/en-**/category/article/KA-01195
  
  You cancelled your flight within 24 hours of booking; however, as your flight was scheduled to depart within 7 days, you are not eligible for a refund. Instead,the applicable charges were collected, and a reservation credit was issued to you.
  
  I understand that your flight was later cancelled. However, you voluntarily cancelled your reservation prior to this, you are not eligible for a refund,nor are we able to honor your request. 
  
  As a courtesy, I've waived the $183 charge and have issued an additional reservation credit to you. Please see below.
  
  Your reservation credit:
  is valid for trips booked within 90 days of issuance on any flight dates available in the system
   can be used for multiple bookings until the full value is used
   can be applied toward airfare, bags, seats, taxes, and fees
   can be redeemed by any Guest linked to the original reservation
   can be redeemed via spirit.com or by calling Spirit reservations at ************
  Reservation Code: XHU1QW
  Amount:$183.92
  Expiration:July 31, 2022
  
  See below for more information on how to redeem your credit:https://******************************************/en-us/category/article/KA-01232
  
  If you have any other questions or concerns, please let me know.
  
  Sincerely,
   
  Dedrie
  Corporate Consumer Relations
  

  Customer response

  05/05/2022

   
  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

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today a flight I bought weeks ago was cancelled. I was scheduled to fly at 9:20am and the flight was cancelled at 1:00am. There were not alternate arraignments made for those affected by this because they claim it was due to weather. Well the weather here was fine and most of the US had clear weather, so I do not understand why Spirit Airlines could not honor the ticket I purchased and paid for today. And I want to know why Spirit is not held to business practice of being responsible for providing the service that I paid for. Now I am stuck for days and it is not acceptable.

  Business response

  05/04/2022

  Hi ****,
   
  My name is ****** and I'm the BBB Correspondent for Spirit Airlines. We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I wanted to let you know that were in the process of reviewing your concern and we appreciate you reaching out to us. 
  
  We will be in touch with you soon. If you have any other questions or concerns, please let me know.
   
  Sincerely,
   
  Dedrie
  Corporate Consumer Relations
  

  Customer response

  05/05/2022

   
  Complaint: 16982539
  
  I am rejecting this response because: NOTHING IS ADDRESSED.  THERE IS NOT A REASON GIVEN.  NOTHING WAS MADE RIGHT.  I WANT TO KNOW WHY SPIRIT CAN DO THIS AND STRAND PEOPLE FOR ***S AND SAY IT IS WEATHER RELATED, WHEN THERE WAS NOT BAD WEATHER ON THE EAST COAST.  IT WAS ACTUALLY BAD THE *** I ACTUALLY GOT OUT, 3 ***S LATER ON THURS*** AFTERNOON.  IT WAS STORMY THAT ***, BUT NOT ON MON***.  I DO NOT APPRECIATE BEING LIED TO AND I HAD TO PAY AN ADDITIONAL $60 TO GET ON A FLIGHT FOR THURS***, HOW DOES A BUSINESS GET AWAY WITH THIS.  CANCEL AND THEN CHARGE MORE FOR THEM NOT BEING ABLE TO PROVIDE A SERVICE ALREADY PAID FOR - UNACCEPTABLE. 
  
  Sincerely,
  
  ***********************

  Business response

  06/07/2022

  Hi ****
  Thank you for your patience while we investigated your concerns. 

  I was unable to locate a flight for you. However, I've found that you purchased a flight for ****** and recently submitted a complaint on her behalf. I've addressed ******** concerns directly. Please see below for a copy of the resolution provided to her.

  
  Hi ******,
  
  Thanks for bearing with us while we investigated your note from the **************************** (DOT). I have taken a thorough look at your complaint and your concern is of great importance to me. I see that in addition to this case (CAS-6774598-V6D9H5), we also received a note from you via the Better Business Bureau (BBB). For your convenience, I have provided one response to address the concerns of each case below.
  
  I am very sorry that your flight was cancelled due to adverse weather along the travel route and Air Traffic Control decisions. We understand how frustrating it is for our Guests when plans change unexpectedly. Please know we do all we can to ensure our Guests have the best possible experience and regret that this happened.
  
  In these instances, we offer rebooking on the next available flight or a refund of the affected segment. Our records reflect that you selected to receive a refund, which was issued on April 4, in the amount of $38.98 back to the original form of payment.
  
  Following this, you purchased another flight with us, which departed on April 7. Please note purchasing a seat selection is not necessary, as we will randomly assign seats free of charge. As you selected a specific seat, you were required to pay the corresponding $21 charge. I see that your new flight did cost a little more. I've refunded $101.62 for the difference in fare and seat charge. Refunds are processed right away on our end, but can take a few business days to post back to your account depending on who you bank with. 
  
  As a gesture of goodwill, I've created a $100 Future Travel Voucher for you. The voucher amount is applicable towards the base fare for Spirit flights. Vouchers cannot be used towards bags, taxes, seats, or onboard purchases. The FTVs are for the use of the guest issued to on this reservation and are non-transferable. Youll have 90 days to think of an awesome place to go and book it. You dont have to fly by the expiration date, just make a reservation before it expires. I've provided the information for your voucher below:
  
  https://******************************************/en-us/category/article/KA-01231 
   
  ****** - 43725910541300001
  Amount - $100
  Expiration - August 4, 2022
  
  I hope that despite this experience, you will consider Spirit for your future travel plans. We would love to show you our determination to Invest in the Guest and provide an airline experience that exceeds our Guests expectations.
  
  If you have any additional questions or concerns, please feel free to contact me.
  
  Best,
  
  Dedrie
  Corporate Resolutions Specialist
  
  If you have any additional questions or concerns, please let me know.
  
  Best,
  
  Dedrie
  Corporate Resolutions Specialist

  Customer response

  06/07/2022

   
  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

  04/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was traveling to ********* from ******* via spirit airlines confirmation code PH9VXW. They canceled my return flight on 04/02/22,rebook on 04/04/2022,canceled that flight too.Promised to give full refund but receive partial refund reducing my amount stating that I boarded the flight,refusing to pay my hotel stay and car rental that spend because of their cancelation.

  Business response

  05/02/2022

  Hi ********,
   
  My name is ****** and I'm the BBB Correspondent for Spirit Airlines. We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I'm sorry that you did not have a good experience with us.Our records reflect that your flight was cancelled due to inclement weather along the travel route. We do our best to prevent these cancellations, but at times they are unavoidable.
  
  In these cases, we'd rebook guests on the next available flight or issue a refund of the affected segment. I've found that a refund of $546.36 was issued for the cancelled flight on April 4. Please note that we are unable to refund your flight from ******* to *********, since you boarded this flight. Further,as your return flight was cancelled due to circumstances beyond our control,we're unable to cover the additional expenses you incurred.
  
  Nonetheless, we sincerely apologize for the frustration that this experience has caused. As a gesture of goodwill, I've created a $100 Future Travel Voucher for each of you. The voucher amount is applicable towards the base fare for Spirit flights. Vouchers cannot be used towards bags,taxes, seats, or onboard purchases. The FTVs are for the use of the guest issued to on this reservation and are non-transferable. Youll have 90 days to think of an awesome place to go and book it. You dont have to fly by the expiration date, just make a reservation before it expires. I've provided the information for your voucher below:
  
  https://******************************************/en-us/category/article/KA-01231 
  
  ******** - 43650634545300001
  ****** - 43650657653100001
  Seth - 43650648336700001
  Shem - 43650612217700001
  
  Amount: $100 each
  Expiration: July 30, 2022
  
  If you have any other questions or concerns, please let me know.
  
   
  Sincerely,
   
  Dedrie
  Corporate Consumer Relations
  

• Initial Complaint

  04/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a two hundred dollar credit with Spirit on PN58PE reservation. I called spirit the week of the 28th to find out the expiration date. Because they go back from the day you purchase the ticket and not the actual day you would of flown. THEY TOLD ME DO NOT WORRY, YOU CAN HAVE NOT ONLY ONE 90 day extension, we will extend it for an additional 90 day. I have called four times, to have this extended, I called to speak with a manager. They leave me on hold, They never sent this credit in the time frame they told me they would. I am very ill, and this trip is to reach a hospital in *********, ********, to be seen, to be put on the *** registry. Yet Spirit is giving me the run around. They have made me loss fares for the first dates, which in turn made me have to push my trip out again.I find this no only stressful but i have been lied to by four reps.

  Business response

  05/02/2022

  Hi ****,
   
  My name is ****** and I'm the BBB Correspondent for Spirit Airlines. We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I'm truly sorry for the difficulty that you experienced with your booking.
  
  After careful review, I've found that you cancelled your booking on December 30. Upon cancellation, you recieved a reservation credit valid for 90 days from the date of issue.
  
  The credit expired on March 31. I see that an extension was processed on April 8. I apologize for the time this took, and that you were not advised of the credit information. We appreciate you taking the time to share your experience with us.  Please see below for your credit information.
  
  Your reservation credit:
  is valid for trips booked within 90 days of issuance on any flight dates available in the system
   can be used for multiple bookings until the full value is used
   can be applied toward airfare, bags, seats, taxes, and fees
   can be redeemed by any Guest linked to the original reservation
   can be redeemed via spirit.com or by calling Spirit reservations at ************
  Reservation Code: PN58PE
  Amount: $200.40
  Expiration: July 6, 2022
  
  See below for more information on how to redeem your credit:https://******************************************/en-us/category/article/KA-01232
  
  If you have any other questions or concerns, please let me know.
  
   
  Sincerely,
   
  Dedrie
  Corporate Consumer Relations
  

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Spirit airlines horrible experience -> Flight NK1017 from *** to *** on April 3rd - took off with 45 min delay, arrived in *** with the same delay and then forced us to stay in the plane for an additional 1:30 hour without water or air conditioning I want a refund as I arrived very late to destination and was treated very poorly by the company. They could at least leave the air con turn on or give water to passengers.

  Business response

  05/02/2022

  Hi ******,
   
  My name is ****** and I'm the BBB Correspondent for Spirit Airlines. We have received your correspondence as submitted to the Better Business Bureau. We appreciate the opportunity to address your concerns.
  
  I wanted to let you know that were in the process of reviewing your concern and we appreciate you reaching out to us. 
  
  We will be in touch with you soon. If you have any other questions or concerns, please let me know.
   
  Sincerely,
   
  Dedrie
  Corporate Consumer Relations

  Customer response

  05/04/2022

   
  Complaint: 16981508
  
  I am rejecting this response because:

   

  Hello,
  
  
  
  
  
  
  Sincerely,
  
  ***********************

  Business response

  06/01/2022

  Hi ******,

  I sincerely apologize that you are dissatisifed with the resolution provided. As we discussed previously, your flight was affected by ATC and inclement weather. Since travel has been completed, we're unable to honor your request for a refund. 

  Further, as previously mentioned, upon arrival, there was a delay on the tarmac of approximately one hour due to gate availability. In this case, we had to wait for the facilities to clear in order to gain access to the terminal.

  We hope that you'll use your voucher to give us another chance, so we may provide the enjoyable service that you deserve.
  

  If you have any additional questions or concerns, please let me know.
  
  Best,
  
  Dedrie
  Corporate Resolutions Specialist

*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. ↩