Complain about a product or service

Spirit Air

Norman of Brooklyn, NY October 19, 2009

i proceeded to purchase airline tickets departing New York to Fort Lauder Dale Florida. I inputed my credit card information being under the impression the next page would lead me to a page allowing me to review my reservations. Instead the next page asked if i wanted to pay for the checked in luggage now or at the airport. At 19.00 per bag i wasn't happy but checked the box for 2 pieces. The next page yet asked me if i wanted to pay for my seats now or at the airport.

At this point i thought i was being scammed. I clicked the back button to abort the entire transaction. The page time out. I proceeded to purchase my tickets elsewhere. I received an email shortly after. Spirit air debited from my checking account the over 1200. i called to speak to a supervisor who refused to cooperate. This is theft by deception.

Edna of Dade City, FL October 12, 2009

I arrived 2 hours and 10 minutes ahead of flight time (10:45AM)and when I got to the counter, I was told that they were closing the counter and no more passengers would board. Along with about 12 other passengers, I was given no other explanation and we were told that someone would talk to us. We waited for hours at the counter - the flight left as scheduled (12:55PM) with us still standing at the counter being unattended.

Finally located a Spirit employee and asked to see a supervisor (at this point there were still about 10 of us passengers remaining) After waiting hours, we did speak to a representative who at first told us nothing could be done. In fact, one passenger had to book a flight with another airline to get back to work that cost over 300.00. We were not offered anything to eat or drink during this time or even offered a seat to sit down.

During this time, we were all told that nothing could be done. Several passengers gave up and left. At 3:40PM, we were given a voucher for a flight for 2 days later. Those that had a connecting flight with another airline were told they had no other option and no help available for non-Spirit flight. No reimbursement for meals, lodging for three nights, numerous international phone calls, transportation cost to and from airport, parking fee. 500/US Dollars

Robin of Waldo, FL October 12, 2009

We arrived 2 hours and 10 minutes ahead of flight time (10:45AM)and when we got to the counter, we were told that they were closing the counter and no more passengers would board. We, along with about 12 other passengers were given no other explanation and were told that someone would talk to us. We waited for hours at the counter - the flight left as scheduled (12:55PM) with us still standing at the counter being unattended.

Finally located a Spirit employee and asked to see a supervisor (at this point there were still about 10 of us passengers remaining) After waiting hours, we did speak to a representative who at first told us nothing could be done. In fact, one passenger had to book a flight with another airline to get back to work that cost over 300.00. We were not offered anything to eat or drink during this time or even offered a seat to sit down. During this time, we were all told that nothing could be done.

Several passengers gave up and left. At 3:40PM, we were given a voucher for a flight for 2 days later. Those that had a connecting flight with another airline (like MYSELF) were told we had no other option and no help available for non-Spirit flight. Unreimbursed cost of lodging for three nights, meals, transportation to and from airport, parking fee, additional cost for connecting flight, numerous international phone calls totaling of 684.50/US DOLLARS

Cheryl of Detroit, MI October 9, 2009

On Sept. 22 Spirit Air sent me a membership newsletter that stated that no frequent flyer miles were scheduled to expire. Eight days later more than 20,000 miles disappeared. I have called and written and just get a canned response to the question - why did the statement say no miles were going to expire when in a short time after they did.

Patricia of Lake Orion, MI September 30, 2009

We did not sign up for this service. You have all the correct credit card and contract information. I do not know how this came about and have never used your services. Please refund my accout ASAP.

Peter of Coram, NY September 25, 2009

After booking a roiuntrip flight to myrtle beach I was directed to an area requiring the purchase of checked in bags for a cost of 176.00 for two bags for two prople. then we had to purchase seats!!! This was without any warning. It would have been cheaper to book on another airline.

Agustin of Orlando, FL September 17, 2009

After arriving @ 11:26AM on Sept. 09/09 for a flight from Orlando to Puerto Rico, I learned that the only check-in computer which was on - was actually unavailable/not working properly. After requesting assistance, I was pointed to a young lady by the name of Yazmin Harris, who was on the phone at the time. At the time my wife requested help from Ms. Harris, who lifted her hand and with a finger forward told my wife if to; "shush, because she's on the phone". After awaiting patiently for what seemed like an eternity [but was actually 35 minutes], "Yazmin" finally asked what was the problem to which she responded that it was too late to board as per company policy. As I realized in fact it was now too late, but only because "Yazmin" was on the phone while we awaited her cease her negligent phone conversation. While she checked her computer for my fare purchase, I pointed this out to her, but it didn't make matters easier, since "Yazmin" simply walked away and disappeared into the wall behind spirit airline's counter.

After asking many people for a supervisor and receiving the same name, I finally learned of spirit airline's main office phone number. I called and spoke to "Calvin" who proceeded to notify me that according to the check-in, I'd arrived at 11:53AM. I notified "Calvin" that this was not true, but infact I'd arrived at the airport almost 1hr prior to departure, unfortunately we encountered an unhappy employee who decided to take her anger on unsuspecting customers that day. "Calvin" then requested to speak to "Yazmin" in order to ask if I'd indeed arrive at the mentioned time, but due to the fact that I could not pursue any airline employee to unauthorized areas within the airport, I notified "Calvin" that even if found, Ms. Yazmin would never admit to being on the company phone, conducting personal calls, during comapny/work hours, while customers waited for assistance. Especially when it could be detremental to her employment. At that time I was told tht the only way I could travel was if I purchased a new ticket at a whopping 325.00 one way.

Needless to say I was left with no choice than to make the purchase despite that fact that through no fault of my own, I became late for boarding a flight which remained on the gate for another 20 minutes after "Yazmin" refused to assist and disappeared. The actions taken that date by spirit airlines employees to prevent travel event after considerable time prior to departure is unfair and unjust. This is an obvious case of theft to consumers. Spirit airlines has received many complaints for their negligence, and although understandable the policy is clear, those who arrive early but are made late by disregarding and inconsiderate employees bent on breaking the rules because company policy allows and protects them is totally unfair. These incidents occur on a constant basis and spirits complaint record is evident enough.

Cecilia of Aventura, FL September 16, 2009

I booked a flight to NY from Ft. Lauderdale for 09/3/09 at 2.30 pm but as always Spirit airlines, keep changing time, they don't call or sent e-mails to the passengers like other airlines. Im glad I checked it online but the total time delayed was 5 hours. I was supposed to meet my husband in La Guardia, he's was coming from Detroit and we agreed to meet in NY, unfortunatelly, my flight was delayed 5 HOURS, which is not funny at all, they don't give no excuses to their clients, nobody in the counter to at least to apologize it its terrible me husband has to wait for me in NY for 5 hours, which I was very concern if the flight will be cancelled.

When we finally left @ 7.05 pm the pilot took off the plane the planes went on both sides, people was scarry imagine all the time waiting plus this on the air? I think Spirit should recognize all the people on that flight for being so patient. Being a 9.00 club member doesn't mean really we have to put with this non consideration to the clients. Actually, when I was talking to an agent of TSI, she told me what can you expect from Spirit.

Also when I tried to get my miles from a flight I made to Detroit in July, they said that that flight wont covered miles credit. Miles are miles it doesn't matter if you go to china or orlando. I'm not happy at all with the service Spirit is giving their clients who pay their fare, now they are charging 24.00 round trip if you want to choose your seat, so what does the airfare covers then? plus extras on bags, water 3.00 and I can continue with all this charges. I travel a lot and this is the only airline that charges for the seats.

This is not good at all. I think they should treat their clients with more consideration. I'm pretty sure I wont be the only person who will complaint about Spirit. My husband waited in NY for me 5 hours, and me the agraviation of changing the time 5 times for a flight that was supposed to leave @ 2.30 pm.

Christian of Miami, FL September 9, 2009

Spirit Airlines was strongly recommended before by friends and co-workers because of the value. But what you save in money you will reflect in service. I have to admit though that the Colombian staff in Medellin were very nice and very attentive. But as soon as we flew back from Medellin to Fort Lauderdale it was a whole other story. The 2 stewardess's that were on flight 236 did very good job of embarrassing customers.

I boarded the plane with a nice custom painting which was not that big and was unable to store it in the cabinet on top. One stewards starts yelling at my sister in law who was holding my painting and said it needed to be stored in the cabinet! I completely understood so we handed her the painting to see her shove it with such force in the cabinet that it chipped the borders. Then she continued to give me a huge lecture in front of all the passengers on how to ship fragile things fed x and how I should have thought of that! I was shocked! She was speaking to my like I was five years old.

They were also never well prepared and never indicated to anyone when it was safe to get up to use the bathrooms and unbuckle the seat belts after taking off! We were made aware after we started to here the stewardess yell in the mic once someone did attempt to get up. The only employee who wore a visible name tag on the flight was Bill. He did his job well to bad he was not on my section. The stewardess continue several times using swore words like God Darnet) as a religious person I was completely offended.

One guest tapped the shoulder of one of the stewardess since she did not speak English and the stewardess freaked out and yelled at her! They seemed like they were strung out or something I could not put my finger on it. To add insult to injury I notice that one of the stewardess kept on coughing and sneezing and not once did she clean her hands. Yes and she did serve my soda with filthy hands. They never indicated in the beginning that any purchase for a snacks needed to be with a credit card, I found out after I she brought my snacks by luck my sister in law had a credit card handy.

The general attitude of these stewardess was not good and does not promote the company very well. They were 3 people behind me and they were also embarrassed by one of the stewardess when she was handing out immigration papers. She taunted them and started saying thing like "lets try this one more time". Really unprofessional and unethical. I could not believe this was actually happening.

If Spirit is dealing with a Latin market they really should consider hiring bilingual employees. I wish I would have recorded everything, I could guarantee you this would have been on Dateline. I as consumer felt embarrassed at times and violated. I was also worried about my safety physically and health wise.

Rachele of Arlington, VA September 6, 2009

I had booked a roundtrip ticket from Reagan National to Ft. Lauderdale a week ago for 411 that left today at 10am. Upon being boarded on the plane late, we notified that there would be a delay, a few minutes. 1 hour later, we were deboarded. We waited for updates -the plane needed to be repaired. Hour after hour passed, until we were told that we could wait until the plane was fixed, re-book to leave at 7am the next morming or get a refund.

A bit later, we were notified the flight was cancelled and they would be booking us on other airlines. Then, moments later, we were told that this was not the case and that they would not rebook us on different airlines - we must wait. This was around 2pm. People were angry and frustrated, but the attendants never apologized. At around 4:30pm, a mechanic gave us an update and promised that they would have a final call soon.

At 5:30pm, they finally canceled the flight - too late to take any other flight on a diffrent airline. We then were told to return to the ticket counter to receive a refund, book a new flight for tomorrow and get a hotel. Turns out, because I am a local, they wouldn't pay for a hotel for me with free shuttle to the airport. They would only give me a voucher for my taxi ride home, therefore I would need to pay my cab fare on my own again in the morning.

No compassion, no apologies. After wasting 10 hours at an airport on a beautiful sunny day in Washington on the long weekend, no one really cared. I read online how the president of the company won't even consider good customer service - what is one supposed to do then? At 411 dollars for a trip that didn't happen and 1 day wasted, I do expect some kind of compensation.

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