Spirit Air Customer Service Issues

We made our reservations for our trip to and from Las Vegas on January 16, [redacted]. The booking included a round-trip baggage cost of $70. Spirit Airlines sent us an email notifying us of changes to our departure and arrival times, which we agreed to. However, upon checking, the $70 baggage fee is no longer reflected in our reservation, even though we have a printout of the original booking showing the $70 fee for baggage. When we contacted an agent named Michelle, she mentioned that there was no record of our baggage purchase. We are certain we paid for the baggage as our Spirit printout clearly states the $70 fee. We appreciate any assistance in resolving this matter. Thank you in advance for your help. William G. Bray - SBCTSF.

I had a $50 voucher for my flight on December 15, [redacted], which I attempted to use for a January flight, only to find out it was for luggage only. On January 27, I tried to use it for my luggage, but it didn't work. Even after seeking help from an agent and supervisor, it took almost an hour to clarify with customer service that the voucher could only be used for a flight ticket. By then, it was too late to add my luggage online, resulting in me having to pay an additional $50. As a $9 club member, my luggage should have been cheaper. I am requesting a credit for this extra charge. Thank you.

Hello, my name is Carmela India, and my Free Spirit number is #[redacted]44. I had a frustrating experience with Spirit Airlines that I would like to share. On 9/21/19, my flight from Atlantic City, NJ to Fort Myers, FL, Flight [redacted], was canceled after a five-hour wait at the gate. We were then taken to a subpar hotel in Galloway, NJ, due to the cancellation. We were compensated $50 and told to use it for a future booking within 90 days. When I tried to redeem it for a return flight, I was initially informed it was too early to book. Later, when I attempted to use the voucher, it had expired. I am a loyal Spirit customer and have encountered difficulties in redeeming my voucher before its expiration, which I find unfair. I seek assistance in resolving this matter as I wish to continue my patronage with Spirit. Thank you for your attention.

On Sunday, 2/2, I reached out to JustFly to book a flight from PIT to TPA on 2/4, returning from PIE to PIT on 2/10. I received confirmation NC7QYC but noticed an issue with Spirit on 2/6, so I booked PIE-PIT for 2/19. Later, I had to book another Spirit flight, PIT-TPA on 2/6 via CheapOair with confirmation F9JHI. After that, I got confirmation 5E[redacted] on my itinerary from JustFly. I ended up purchasing two tickets for the same PIT-TPA route. I've decided to use Spirit #[redacted] on 2/6 and am seeking a refund for the 2/4 flight that was previously unavailable. Please contact me at [redacted] to resolve this matter. If JustFly had initially provided the PIT-TPA flight as requested, I wouldn't have booked another ticket. Thank you. - Gary Griwatz

Could someone please clarify which terminal at PHL Spirit Airlines usually deplanes at? My spouse is arriving from ATL this evening, and I want to make sure I go to the correct terminal to pick them up. After speaking with a live operator, I was initially told that the Spirit flight would be arriving at terminal D, but it ended up deplaning at terminal E instead. This caused a lot of confusion while trying to find my spouse, especially since they were not familiar with the airport. This experience has left me feeling frustrated and considering not booking with Spirit Airlines in the future.

I regret to inform you that I had to cancel our flights because a family member who was on life support has unfortunately passed away. I kindly request a full refund for the 4 flights that were canceled. The confirmation numbers for the bookings are HIQUXK and IEFDSW. The details are as follows: Name: Gloria Fernandez Hospital: Whittier Presbyterian Hospital Room: [redacted] (intensive care) Phone: [redacted] Due to the family's current emotional state and focus on funeral arrangements, they have not been able to provide hospital documents as they believe this information is confidential. I have already made a new booking for a trip in March, with booking number RJSMRX. Sincerely, Nadine Campos

Hello, my name is Mollie Spooner. On January 21, [redacted], I purchased a round trip from BWI to MYR from Spirit.com. I received 2 emails prompting me to change my flight times. Initially, I was charged $[redacted].78, which included a Big Front Seat both ways. Yesterday, I noticed the price dropped to $[redacted].78. If I add $62.00 each way for my seat selection, the total would be $[redacted].78, resulting in a $69.00 difference. I am requesting a refund for the price drop. It is my first time flying with Spirit, and I assumed the company would automatically refund the difference if prices decreased. Please refund the $69.00 difference back to the credit card I used for payment.

During our vacation, my husband L.P. got sick and was hospitalized in Las Vegas. He missed his flight home to Minnesota on Feb 16. I have been in contact with customer support but have had difficulties uploading the doctor's form on spirit.com. I am unsure if it was received. I have spoken to multiple representatives who directed me to call, but I have not had success. I hope this email reaches the right person at Spirit. My husband is still hospitalized, and I am unsure when he will be released. I am hoping Spirit will allow him to fly back when he is discharged. Can you provide me with a fax number or email where I can send the doctor's paperwork? You can reach me at silverfox5663@ gmail.com or [redacted]5. Thank you for your assistance. - M.P.

We departed from Atlantic City, NJ to Orlando. On the day of the flight, we checked our baggage in online and paid for the security precheck. Upon arrival at the Orlando airport, we encountered difficulties from the beginning. Waiting in line to hand over our already tagged checked bags, Spirit employees kept opening new lines and allowing others to cut in front of the line of at least 50 people. The situation felt disorganized. When we tried to speak with a Spirit attendant, she responded rudely and brushed us off. Even after she finished helping another customer, she avoided interaction with us. Upon inquiring about the precheck area, an airport employee in a gold vest was unhelpful and walked away. We request a refund for the precheck fees due to the nonexistent service. Our overall experience was disappointing, and we have decided not to fly with Spirit in the future. Refunds for the precheck and the unused flight would be greatly appreciated. Thank you.

I noticed that I was charged for Traveler Assist Classic, which I did not request. I am confused about the Agency Fees - are they the same as booking fees? I assumed it was cheaper to book online. Also, can you explain what a Senior Ticket is? Lastly, I received my Boarding Pass online and proceeded directly to the gate after passing through Security. I did not use a kiosk. However, at the gate, I was unexpectedly charged $65.00 for a small carry-on suitcase! On the return trip, the cost through the kiosk was $55.00. This felt unfair to me. In the past, check-ins had fees, but carry-ons were free. That's why I went straight to the gate, not expecting to be charged, especially not $65.00! - Ron S.

I made a reservation for a round trip from Bush International to Orlando, Florida, scheduled for February 10 to February 17, [redacted]. Unfortunately, while in Florida, my Mother passed away on February 13, [redacted]. When I called to cancel my return flight to Texas, I received a credit of $38.40 but was also charged $[redacted].19 for the cancellation. The customer service representative informed me that I could get additional credit by emailing the Death Certificate. Can someone please provide me with the email address to send the Death Certificate? Thank you, R.A. Peterson

Dear Mr. Christie, My husband and I recently flew on your airline to Florida for his 60th birthday celebration with his twin sister. While the flight to Florida was fine, our returning flight on NK1851 (seats 26B and 26C) was disappointing. The flight crew was very loud and inconsiderate, making it impossible for us to rest after a long day. Despite my efforts to address the noise, the situation did not improve. The behavior of the flight attendants, particularly Justin, was rude and unprofessional, which left me feeling embarrassed and frustrated. The lack of consideration and professionalism displayed by the crew was unacceptable, and I hope that this feedback will be taken seriously to improve customer service standards. Investing in educating and training your employees on proper conduct and customer service would greatly benefit your airline's reputation. Thank you for addressing this issue. Sincerely, A. and N. Morris

I am extremely disappointed with the service I received. When I tried to cancel my reservation due to Florida canceling spring break and our lodging being closed in Fort Lauderdale, I followed the phone recording's instructions to do so online. However, I only received a partial refund with confirmation number QCPFQP. After waiting on hold for over an hour, an agent explained that canceling online resulted in a less than [redacted]% refund compared to canceling over the phone. I insist on being reimbursed in full as this cancellation was beyond my control. If there are further steps I need to take to resolve this issue, kindly inform me promptly as I expect a complete refund. Thank you for your attention to this matter. Sincerely, Haley M.

I wanted to express my gratitude to Spirit for quickly processing my cancellation and promptly issuing me a full refund even though I made the request less than 12 hours before my planned flight. It took a lot of effort as I spent more than 8 hours attempting to reach a representative. Initially, they offered me a credit valid for 6 months instead of the refund I requested. Eventually, after emphasizing my urgent requirement, I successfully obtained the full refund. Overall, given the situation, I am pleased with how everything was resolved.

Dear Spirit team, I am writing to request a refund for reservation QJ31MK. Due to the challenging situation with the coronavirus, the hotel/casino in Las Vegas where I was scheduled to stay was closed. I tried to reschedule my Spirit flight to leave a day earlier on 3/18/20, but encountered issues. After rescheduling successfully on the website, Spirit later cancelled the flight and re-booked me for the original date of 3/20/20, which was not possible for me due to urgent family matters. Despite repeated attempts online and over the phone, I couldn't make any changes due to website glitches and long hold times on the phone. I had to book a flight with another carrier to leave LAS on 3/19/20. As I am facing job loss and uncertain times ahead, I kindly request a full refund of $[redacted].39 paid for this flight. Thank you for your understanding. Sincerely, J. Readel

Dear Customer Service Team, I have been requesting a refund rather than a credit for my ticket from Tampa to Dallas on 4/14/20 and returning on 4/20. The ticket cost $[redacted].78. I had a credit of $[redacted].57 with Spirit and $12.34 with 1 Travel for a trip from Orlando to Asheville in Nov [redacted]. The original payment was made with a Visa card ending in [redacted], which has since been replaced with a new Visa ending in [redacted]. I appreciate the credit offered towards the Dallas flight, but as I cannot book by [redacted], please process a refund instead. I have reiterated my preference for a refund, but have been repeatedly asked about my satisfaction without a resolution. Please contact me for further details if needed. I request a refund to be issued to Joan C. Keller's credit card. Your prompt assistance in resolving this matter is greatly appreciated. Thank you. Sincerely, Joan K.

Dear Customer Support, Our Wyndham Resorts reservations were canceled on April 20, [redacted]. We require a reimbursement for our flight expenses before the 20th. Kindly expedite our request. We won't be flying for the remainder of this year, so a voucher wouldn't be beneficial. Our resort and car rental refunds were processed promptly. We anticipate the same from Spirit Airlines. Given the circumstances, a refund for our airfare is essential as air travel is not in our plans for at least a year, particularly considering our age. We prefer not to lose the $[redacted].00 to Spirit Airlines without flying. Thank you in advance, J. and K. Calabretta [redacted]

I'm seeking a refund or credit for the cancelled flights for Judith Pernal and Salena Santoro, Confirmation #KHZQKA, due to my doctor's advice not to travel at 82 years old. Attempts to contact the airline were unsuccessful. Also, for the Montego Bay, Jamaica flights with Confirmation #G9K77F for Robin Fancher, Salena Santoro, and Judith Pernal on April 3-6, a refund is needed as entry to Jamaica is not permitted. Contact me at [redacted]. These tickets were charged to my Chase/Hyatt credit card, even though I have a Spirit credit card now.

My friend M.T. booked a ticket with your airline on Monday, March 30th, around 9:00 pm. After providing his payment information to a representative, he was placed on hold for 40 minutes and never received assistance. Despite being told the flight was cancelled, he was still charged. As per airline policies, a charged customer should receive the service. We need this resolved promptly as M.T. must be on Flight #[redacted] from Cleveland, OH to Orlando, FL on April 7, and on the return Flight #[redacted]. Please verify his booking status and provide the confirmation number. Your immediate attention to this matter is greatly appreciated. Thank you for your assistance.

According to the federal law known as "Flyers Rights," if a flight gets cancelled, passengers who choose to cancel their trip are entitled to a refund for their unused transportation, even if they have non-refundable tickets. Additionally, they should receive a refund for any paid bag fees and extras like seat assignments. This information can be found on the transportation.gov website under Aviation Consumer Protection. I expect a refund of $[redacted].71, which is the total amount I was charged. Failure to do so could result in legal action as you would be in violation of FAA regulations regarding flyers' rights. My flight was cancelled due to the government's stay-at-home order, and I am entitled to a full refund as per the law. Thank you, J.P.