Spirit Air Customer Service Issues

As a frequent traveler between Boston and Myrtle Beach, I face challenges due to health issues for myself and my husband, who has cancer. Travel is essential for medical care, but the costs of flying with my emotional support animal, Abby, are a burden on social security benefits. Abby, a 10 lb Havanese dog, provides essential comfort and stability during flights, reacting to my emotional needs. I urge airlines to consider cases like mine, where genuine reliance on emotional support animals exists. The flexibility to fly with Abby without additional fees is crucial for our extended stays in different locations for medical reasons. Being away from Boston and closer to our winter home in South Carolina greatly benefits my mental well-being. I hope for understanding and an exception to the new airline regulations, allowing Abby to accompany me on flights for essential emotional support during these challenging times. Thank you for listening to my concerns. Donna C.

On February 7, [redacted], my grandson and I arrived to board flight [redacted]. We were delayed due to a carry-on issue that was accepted on the flight from Philly to LA but not on the return home. This caused us to miss the flight. The next available flight from LA to Philly wasn't until Thursday. In order to get back to Philly with my grandson, I had to pay United $[redacted].60 plus tax. As a disabled veteran who went to celebrate my 71st birthday at my daughter's home on February 6, [redacted], this flight disruption was truly unforgettable. I have the payment confirmation on my Visa Debit card and am hopeful to resolve this matter promptly.

Yesterday, on 3/12/21, I contacted Spirit Airlines with my confirmation number and spoke with Peter around 6 pm. Peter informed me that my flight was actually scheduled for the following day, the 13th, not on the day of our discussion. He insisted on booking a new flight, charging me $40.00 for the change. Despite my pointing out that the details he sent me were for the same flight, he denied it. When I questioned the need for my credit card information for a flight I had already paid for, he eventually acknowledged his mistake after 40 minutes of back and forth. His confusion and lack of understanding led to my delayed departure, causing me to miss my flight.

I contacted Spirit yesterday, March 12, [redacted], regarding my flight using my confirmation number. I spoke with Peter around 6 pm, who informed me that my flight was actually scheduled for the next day, the 13th, not that day. Despite my insistence that I already had a booked flight, he proceeded to charge me $40.00 to change it. After providing my credit card details, he sent me information for the same flight. When I pointed this out, he initially denied the error. It took about 40 minutes for him to acknowledge his mistake. He confused me during the call and ultimately sold me a one-way ticket in an attempt to rectify the situation without admitting fault. As a result, I missed my flight. I am looking to rebook without incurring any charges and have my original flight, Flight [redacted] from TPA to MSP on 3/12/21, credited accordingly (departing at 9:48 and arriving at 12:09).

Due to the ongoing travel restrictions surrounding Covid-19, my children's flights from Canada to Florida and within the U.S. have been repeatedly affected. Initially scheduled for December, their United Airlines flight was rescheduled to May 14, [redacted], with Spirit Airlines from Orlando to Nashville. However, given the continued uncertainty, all flights were eventually canceled until further notice. While I requested a refund for the $[redacted] paid for four tickets, I was only offered a travel voucher expiring in September [redacted], which isn't feasible for us due to unknown future travel conditions. As a first-time customer, this has been a disappointing experience, especially as we aimed to reunite our family after recent losses. I kindly request a full refund of $[redacted] to rebook our flights when travel is safer. The flight confirmation number is QLJ58R, booked under the names of Jonathan Jordan, Andrew Schoneveld, Laura Fraser, and Cameron Maddison. Thank you for your assistance. Sue R.

I attempted to purchase one checked bag. During checkout, there was an issue on the site indicating, "your card was not charged." After waiting and attempting again with a different card for a carry-on order, it eventually went through, showing a charge for only one bag. My travel dates were March 6th & 13th for Reservation JENNXZ, Flights NK2728 & NK650, with one checked bag as planned. Due to pandemic-related work reductions, I had limited hours and saved for this trip over a year. I am seeking assistance to either receive a refund or a voucher for the extra baggage unintentionally charged by your site. If you are unable to assist, kindly direct me to the appropriate contact for resolution.

I recently made a booking during an "Online only" promotion with Spirit Airlines, intending to use the "80pct" Promo code. When I called customer service the same day to apply the discount, I was informed that the promotion was valid for online bookings only. Despite escalating the issue to multiple supervisors, I was advised to seek resolution here. I have a promo code OEMSV that I was unable to utilize due to technical issues on the app and website. I am concerned about not being able to apply the discount to my $[redacted]+ flight and am requesting either the code to be applied or a full refund so I can rebook. The names associated with the booking are Morrell and Galasso. I hope this matter can be resolved promptly as the amount in question is significant to me.

I have been disputing the $69.95 Spirit flight club charge on my Bank of America card for almost a year. Despite contacting the Spirit card customer service team multiple times, the charge continues to appear on my card. After a lengthy battle with Bank of America, a Spirit representative suggested a different approach. I initially disputed the charge as it was unfamiliar to me, but Bank of America confirmed it as valid after speaking with Spirit. When I explained to Spirit that I could no longer utilize the membership due to the pandemic and health issues, Bank of America advised that only Spirit could remove the charge. I am now awaiting a letter from Bank of America stating that I am not disputing the charge, but I still need it removed from my card. How can I send this letter to you, and when can I expect the charge to be removed? Thank you for your assistance. - M. Meany

I recently traveled to the USVI using your airline. The flight to St. Thomas was satisfactory, and we were pleased with the service. However, our return flight (Flight [redacted]) presented some issues. Our departure was scheduled for 3:30 PM, and despite arriving at the airport two hours early, there was no staff at the ticket area, which was uncomfortably warm. Passengers became increasingly anxious and frustrated with the lack of communication. Around 4:45 PM, three employees arrived but provided minimal information about the delay, stating the flight would depart at 5:30 PM. This caused inconvenience for many travelers, some missing connecting flights. While your airline is known for competitive pricing, the unhelpful and rude behavior of the staff was disappointing. My wife and I, both seniors, had to cancel parts of our trip and are hesitant to choose your airline again. We hope for appropriate compensation to regain confidence in your services. Thank you, Blair Hawes

I am currently in Ecuador and had a flight scheduled to return today. However, I was not aware that all Covid testing facilities in our area were closed during the days we were supposed to leave. Due to this, we were unable to get tested and had to postpone our flight. I have been attempting to contact customer service via phone and WhatsApp, as well as trying to make changes online. When trying to make changes online, it is requesting a fee despite the information on your website stating that flights booked before March 31st can be changed at no extra cost if Covid-related issues arise. We also purchased traveler's insurance for situations like this. My flight reservation code is M9Y35Y. I am having trouble sending WhatsApp messages due to poor phone service. Since the flight is scheduled after midnight, I am reaching out for assistance as I am unable to contact anyone else. Thank you, Tara

I had a booking for my trip to Las Vegas on May 9th, but my flights got changed to the 7th without my consent. I had accommodations until the 9th, and this change is causing major issues as I am traveling to get married. Please, I need to return on the 9th as originally planned. This trip is a significant event, and I had specifically chosen these dates. I had even purchased seats for my outbound flight. Kindly revert my flights back to the original ones I had booked.

On April 1st, I was scheduled to fly on Flight NK858 from Houston to Fort Lauderdale and then on to Barranquilla on Flight NK238. Due to a delay on the Houston flight, I had to travel to Cartagena on April 2nd on Flight NK859 instead. My wife, A.F., and I had purchased upgraded seats, but were unable to get them on both flights because they were emergency exit rows and English is not our first language. On the Houston to Ft. Lauderdale leg, we sat in seats 6D and 6E instead of our booked seats 13E and 13F. For the Ft. Lauderdale to Cartagena leg, we were in seats 5A and 5B instead of 13F and 13E. We paid $97.40 for these seats and would like a refund as they were not assigned properly. Our confirmation code is WBRD8F.

Regarding Flight NK1450 on Tuesday, April 13, [redacted]: Flight NK1450 on Tuesday, April 13, [redacted] was not a great experience. After landing at MSP, all passengers were informed that none of our bags were on the flight without any explanation. We were given a small card at the Spirit office in MSP, which caused confusion as nobody knew what to do with it. After a long wait at home, it took me over 2 days to receive my bag, causing significant inconvenience as I needed items for important events. I would appreciate some vouchers for future trips on Spirit as a gesture of goodwill. Thank you for your assistance. Best regards, Pat McMillan

I recently traveled from Fort Lauderdale to Baltimore, Maryland, and unfortunately, my luggage went missing. The supervisor claims there were no tags on my bag, which goes against the checked bag policy. I have part of the tag with the confirmation code BGLMMD. I will be flying with my children on May 10, [redacted], and I am hesitant to check in our bags. I requested compensation for the mishap such as free miles since it was not an ID badge issue. I had to arrange for a Lyft to pick up my belongings, which is concerning. I hope all my important and expensive belongings are returned. This experience has been unprofessional and disappointing. My flight details are for reference. Thank you for your assistance.

I am writing to express my disappointment concerning the lack of wheelchair assistance provided for my mother's flight from Boston to Myrtle Beach, SC. Despite requesting assistance for her due to health issues, she was left unattended upon arrival in South Carolina, leading to a fall and injuries as she attempted to manage without aid. This incident is particularly concerning considering her recent surgery, leg problems, and COPD. I discovered about the fall through a notification, which was distressing. I promptly contacted Spirit Airlines, who advised me to file a complaint online, as I am doing now. For her upcoming flight on 4/30/21, departing from Myrtle Beach at 7 am to Logan Boston at 9:02 am, I want to ensure that the wheelchair assistance will be provided from the gate in SC to the gate in Logan Boston, and then to baggage claim. I will be there to meet her, alongside her sister Doris Putnam. Please address this complaint promptly to prevent a similar incident from happening again. Thank you for your attention to this matter. Lori Murray

Dear [redacted], Hello, my name is James Washington, and I had a frustrating experience with my recent flight. I had fast check-in and seat selection but encountered issues with modifying my itinerary through the application. Despite my efforts between 5:45 pm and 6:45 pm, I was unable to pay for seats and a carry-on fee using my credit card. When I arrived to check-in at 6:55 pm, I was informed my flight had departed, even though it was scheduled for 7:25 pm. Subsequently, I had to drive to Florida. The airline offered a new flight at an additional cost of $99 per ticket for the next day. As I purchased two tickets through Hotwire, I am seeking a refund or credit due to this disappointing experience.

Hello, I have been trying to get in touch via phone and email regarding a recent flight change I made after purchasing insurance for my trip in March. Despite buying insurance, I paid the full price for the changes I made to my and my daughter's return flights. I have changed my return flight twice, but have not received the insurance credit I am entitled to. Could you please contact me at [redacted] to arrange for a refund and discuss this matter further before processing any refunds. Thank you, R. Feltes

Hello, I have attempted to contact customer service via phone and email without success regarding changes to my flight. I purchased insurance with my original booking back in March. My confirmation number is XF9Y6J for a flight originally scheduled for May 8th to May 14th, later changed to May 15th, and then reverted to May 14th. I extended my stay by a day, resulting in the need to adjust my return flights twice for myself and my daughter. Despite having insurance, I was charged the full price for both changes. I kindly request a refund for one of these flights and would appreciate a prompt response. Please contact me at [redacted] before proceeding with any refunds to discuss this matter further. Thank you, Rebecca Feltes

My original flight was scheduled for July 8 departing from BWI at 5:20pm and landing in BOS at 6:52pm. The returning flight was set to depart BOS at 7:45pm and arrive in BWI at 9:24pm. Due to schedule adjustments, my new flight includes a layover with departures from BWI to MYR at 2:57pm, arriving at 4:22pm, and then departing from MYR to BOS at 8:01pm, landing at 10:07pm. However, I recently received another email from Spirit Airlines regarding further changes to my flights. The new itinerary has departures from BWI to MYR at 3:03pm, arriving at 4:28pm, and then departing from MYR to BOS at 8:01pm, landing at 10:07pm on July 8. Additionally, on August 10, the revised schedule includes departures from BOS to MYR at 11:21am, arriving at 1:34pm, and then departing from MYR to BWI at 9:30pm, landing at 10:52pm. My main concern is the return flight, with an extended layover of 8 hours and a significant change of over 8 hours from the original departure time. I would prefer to revert to my first originally booked flight times or, if rescheduling is needed, I would accept a change in the departure from BWI to BOS as long as it is reasonable and on the same day. However, I request that the return flight from BOS to BWI remains as originally scheduled.

To whom it may concern, I wanted to address an issue that occurred on May 9, [redacted], at 2:30 pm when I spoke with a male agent regarding changing the departure date and time for passenger Dexter Wilcox (# S82GTR). The agent assured me he would adjust Dexter Wilcox's departure to May 18 at 9:50 pm for an additional fee of $19. After receiving an email confirmation showing changes for all members of our party, I contacted a supervisor. I was informed there would be a $[redacted] fee to revert back to our original date, pending an investigation for a refund. Although I have paid the fee, I believe the error lies with the agent and I am yet to be contacted by Spirit regarding this issue. I kindly request your prompt attention to this matter as a loyal Spirit customer. Thank you for your assistance. Best regards, Krista Wilcox