Complain about a product or service

Spirit Air

Annette of Leonardo, NJ August 3, 2009

On July 15, 2009 I purchased 2 round trip airline tickets from Spirit Airlines at a price of 79.00 each for a total of 316.00 (sans taxes and seat fees). On July 18, 2009, Spirit Air was offering a promotion and the same tickets I purchased 3 days earlier were now 66.50 each for a total of 266.00; a 50.00 difference. I called their customer service and spoke with Angelo requesting a refund for the difference. I was informed by him Spirit Air would not comply. I then asked to speak with a manager and was transferred to Paul Grant who was quite rude and he echoed the same response; Spirit Airlines would not honor a refund. I believe this practice to be unfair to the consumer who is trying to get the best price.

Within 3 days Spirit Air was offering a promotion that lowered the fare by 25.00 per RT ticket which would have resulted in a 50.00 savings. Given this practice, it would be impossible for a consumer to know a good deal from Spirit Air. It also gives no incentive to purchase tickets earlier from them. It does, however give every reason to purchase tickets earlier from other carriers.

Considering the condition of the economy and the competitiveness within the airline industry, customer satisfaction should be the top priority for Spirit Airlines, which in this experience it is not. The only outcome I am finding is that Spirit Air doesn’t value their customers. 50.00 (25.00 per RT ticket) isn’t a lot of money, but the value is in keeping a future customer.

Kimberly of Philadelphia, PA August 2, 2009

Agust1,2009 Flight705 to ft Lauderdale was delay by 3-4hrs due to security reason.I had a connecting flight409 at Ft lauderdale to cancun at10:40 AM which I couln t make it. I explain to customer service at LaGuardia airport and they gave me a full refund because there were no seats available from Ft Lauderale going to Cancun until Agust 12,2009 I booked a flight with Continental Airline for the following day. Spirit Airline a sure me that my lugagge will be at Cancun Airport.

When I call back the following day they told me it will be 5 days before i get my lugagge in Mexico. This has been a nightmare for me instead of a great vacation. I continued my plans with no clothes to wear when i get to Cancun for the next 5 days and it cost us 400.00 more to book the flight with Continental and go to Mexico for our vacation. 400.more to go to our destination. No clothes to wear for the next 5days or who knows how long.They claim my luggage is lost for 5 days

Karen of Port Huron, MI July 31, 2009

I joined the 9 club several years ago and I cancled the membership after the first year but I keep getting charged 39.95 for the past 2 years. I have now two times contacted company to have the current 39.95 charge removed from my charge card, I did NOT authorize this charge!

Stephanie of Miramar, FL July 31, 2009

I flew Spirit this past 4th of July to Kingston Jamaica and back to Fort Lauderdale on the 18th. I was travelling with my disabled (wheelchair-passenger) mother. My carry-on luggage was damaged by Spirit in flight. They say there is nothing that I can do because I did not report it at the airport within 4 hours and their Liability does not cover it. I had a question regarding international travel, but ofc ourse no answers...

There was no counter from the time we left the plane,went through customs, security checks, and baggage claim. I called the next day and wrote a letter to the corporate office the next business day to apprently no vail. I dont know if it was the way they take handicapped passengers, as to why we did not see a counter (arriving)? I would like answers...

Ramos of Woodford, VA July 27, 2009

On July 18th 2009 on the flight 403 departing from FT Lauderdale FL to San Juan PR I was witness of an incident in which the crew of Spirit Airline pulls out seven passengers including 3 babies from the airplane without no reason at all. Some of the crew personnel didn't know how to speak Spanish and they assumed that the customers were putting in dangerous the flight. The situation could be handled in a professional way to solve the miscommunication problem. Is a shame that we the consumer have to deal with this type of services. These Airlines in specific once reach the point in which convert themselves in a monopoly they treat the customer like a piece of garbage. I was traveling with my kids and we never could enjoy reclining our seats because none of them was working properly.

On our way back July 26th 2009 flight 604 I did mention this to their personnel at the counter in BQN Puerto Rico. In a very polite way I told them that I had a back surgery condition that I would like to have seats that could be reclined but not even that help so we could have some kind of consideration. She assigned me to the row of seats before the emergency exit that is condoned meaning that customer is not able to recline the seat. The crew in this flight seems that doesn't even want to work. A lady just board in and she was with an infant and she didn't get help to accommodate her baggage in the cabin. I had to jump from my seat and do the crew job.

Then on our flight from Ft. Lauderdale to Washington DC flight 202 they assigned all of us in different seats. It is amazing to think that how my kids are going to seated with strangers. This in particular is not brain surgery when I did purchase my tickets way in advance and they had all our information including the age of my two kids. Unfortunately my family has to suffer another adventure with them since I did buy the tickets to Costa Rica in August. If I could recuperate my money back on Costa Rica trip I will flight with somebody else but unfortunately I am going to loose a lot of money by doing the cancelation. My experience with SPIRIT airline made me not to use their service any more. I WILL NOT FLIGHT WITH SPIRIT AIRLINE EVER AGAIN

Tatiana of bronx, NY July 21, 2009

on July 10 2009 i was schuduled to go to miami on a cruise which was leaving from miami and going to bahamas. When i reached the airport clerk at 6:10am they told me its to late to get on my flightthey told us if we were there at 6:10 am we could of got on but, on their computers they said we arrived at 6:13am 632.92.I could not understand because the plane was leaving at 6:50am. They told me i could not get another flight because there was no more flights thats day and we would of had to pay for another flight for that day which i didnt mind because i needed to be on the carnival ship boat at 4:00pm.I ask to speak to a supervisor for that tour and they told me i would have to wait, when the supervisor came out it was after 7:00am which defeats the purpose then, the employee(Mr Edward Paroulek) was laughing at me and my fiance because we could not get on...Now Carnival Imagination is not going to refund my money.

Justin of boston, MA July 10, 2009

My father was scheduled to fly to Port Au Prince, Haiti when he became ill and was hospitalized. I asked that the flight be cancelled and a credit issued for future travel. Spirit cancelled the flight but charged 110 cancellation fee. I explained the situation and asked if I can provide a letter from the hospital, will the fee be waived. I was told Spirit has no such policy. I am disgusted by the lack of customer service I received from the supervisor. I am baffled as to why medical emergency is not an exception to their policy. Spirit may be cheaper to fly in some cases, but it's not worth the hassle.

Iqbal of Cupertino, CA July 7, 2009

I booked on their online sire for a trip from Atlanta to Ft Lauderdale. I am from California and was booking this flight for a business trip for the 9th of July , going and returning the same day. During the booking process when it asked for personal information the pages must have refreshed, instead of my original choice of 9th of July departure and return , it booked me for 4th of July departure and 11th of July return. This was pointed out later by my colleague when they received my itinerary.

I called Spirit immediately and identified the mistake made or not detected. I was told since the booking was done on the 4th (I am in California) and I did not take the flight on the 4th , the whole ticket was forfeited. I tried to explain this to their Indian operators (outsourced) that weather the mistake was website refreshing during the booking or my mistake, it won't clearly will be possible for me to take a flight on the 4th in Atlanta when I live in San Francisco. I explained to them I am flying for a meeting to Atlanta and then I was going to take Spirit airlines from there and back to ATL. They would not acknowledge that a mistake could have been made and there was no way for me to have them consider changing the return portion even though I volunteered that I will go ahead and pay for a new ticket to FLL. They did not understand that California was 4000 miles away from Atlanta and there is no way I could have booked a flight on the 4th for travel on the 4th from Atlanta when I am in San Francisco.

Their attitude and tone was voice was offensive and in no mood to listen to the customer. I myself am 1K Global on United and a million mile flyer on American. The question was of listening to the customer and correct the mistake made or lose the customer forever. I d not intent on flying them ever again but I must say it was not the 269 dollars (I purchased a Delta ticket for 350 the next day to finish my travel) but I do want them to acknowledge that a mistake either by their online booking or myself was made. They should have made the change and accommodated my travel schedule as I originally intended to. It is about customer service, and with their only call center in India they have no clue what that is. It was a very frustrating experience with this airlines and on top NO US STAFF to help and understand.

Joe of Hawthorne, NJ July 6, 2009

Was scheduled for a Sprit airlines flight from Fort Lauerdale to orlando Fl. the flight was set to depart at 7:05 Am in which we arrived at the airlines check in at 6:05 AM. we waited in line for a agent with no bags to be checked until 6:25 AM and at that ppoint we where finially served. We where then told we where late and could not borad the plane which was scehduled for departure at 7:05. We would have to schedule another flight with them at 1:00 at an upchage of 212.00. I am angry at the lack of service and overall disreguard of anyone who was put in this position, being told that cause you waited in our line that you where no late is unacceptable. after a breif argument over this we walked away and sought an alternate carrier. I forewarn any one chosing Sprit airlines that they definility do not have a good sprit. seek an alternate such as Southwest.

Keith of Aibonito, Puerto Rico July 1, 2009

Today, June 30,2009 My wife and her father were on the way to the airport for their flight back to Purto Rico. My father inlaw had a heart attack and had to be rushed to the hospital by ambulance. My wife called me right away and asked me to inform the airline of what had happened and what we should do now.

The rep told me that the best thing to do was cancel the tickets. I thought because it was a medical emergency we would just have to call back when he was ready to travel and rebook. I had no idea and the rep certainly didn't explain that Spirit Airlines has a no medical exception rule. As I sit here writing this complaint, both my wife and father inlaw are stranded in New Jersey. I spent all the money I had to fly them both over there and I have no money to bring them back. I called 4 times trying to convince them that what they're doing is wrong. They really just don't care. After about 3 hours of calling, a floor supervisor came on and told me that he listened to the first recorded call I made and that I requested to have the flight cancelled.

I told him I wanted to hear the recording for myself and he played it for me. Not one time did I ask for a cancellation and he admitted it. He even had the nerve to tell me that they were doing us a favor by giving us a 36.00 credit. That pissed me off! He stated that Spirit Airlines has a no medical exception rule and that if I don't like it he's the wrong person to complain to. I guess when my father inlaw gets out of the hospital, he'll have to swim home. Thanks Spirit Air!

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |