Hi there,**I flew for the first time with Spirit Airlines on Saturday, December *, and...

GetHuman-amccall's customer service issue with Spirit from December 2018

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The issue in GetHuman-amccall's own words
Hi there,**I flew for the first time with Spirit Airlines on Saturday, December *, and I felt it necessary to share my experience with you because I was so highly disappointed. I encountered a series of unfortunate issues while traveling with your airline, and I wanted to make you aware of them. *Prior to boarding my first flight, I was informed I would need to pay $** for my carry-on bag. I found this frustrating because when I booked my flight online, there was no option to pay in advance for carry-on bags. There was only an option to pay for checked luggage, leading me to believe that my carry-on baggage was included. I was dismayed to learn I would have to pay $**, but I had no other choice, so I paid the fee and boarded the flight — Flight ****, traveling from Tampa to Fort Lauderdale, and then Flight **** from Fort Lauderdale to San Jose, Costa Rica. *The second, and perhaps most significant issue, occurred once I arrived in San Jose. After going through customs, I was informed my passport was invalid because there were holes punched in it. I was unaware the holes meant it was invalid, and I'm unsure why I was not informed of this sooner. My passport and boarding pass were checked by several authorities and gate agents before boarding my flight to Costa Rica, and not a single one noticed this before I made it out of the country. I went through several checkpoints where my passport was inspected and handled and no one mentioned it at all. This seems like a massive failure not only on behalf of the U.S. Transportation Security Administration, but on behalf of Spirit Airlines gate agents as well.*Costa Rican immigration officials put me on the first flight back to the U.S., Spirit Airlines Flight ****, and this is where I had another major problem. I boarded the plane, took my seat and we departed. I was crying very hard throughout most of the flight, and I was on the verge of a panic attack. At no point did a Spirit Airlines flight crew member ask if I was OK or if I needed assistance. As a fellow worker in the service industry and as a person in a moment of crisis, I found this utter lack of compassion appalling and disheartening. It would have been nice to be offered a tissue or at least asked if I was OK. But no concern was shown whatsoever, and that's a shame that reflects very poorly on Spirit Airlines staff. *Once I landed in Fort Lauderdale, I went through U.S. Customs and headed to board my final flight back to Tampa. I was informed I would have to pay the carry-on baggage fee again, and I was shocked. I tried to explain the entire situation to Spirit Airlines staff, telling them I had already paid that fee today, but they showed no sympathy or understanding. Again, this lack of human kindness and understanding was jarring. I wasn't even offered an opportunity to pay for my return travel baggage at a lower rate when I paid for my departing travel baggage earlier that morning.*I am extremely, extremely dissatisfied with my entire Spirit Airlines experience and the customer service I received. Furthermore, I'm disheartened and troubled by your employees' lack of empathy and kindness for people in a moment of upset or crisis. This experience certainly has me rethinking my air travel options for future trips, and right now, I'm hesitant to think of ever booking a Spirit Airlines flight ever again. I appreciate you taking the time to read this, and I look forward to hearing back from you with a response.**Thank you, and all the best,*Ashley McCall
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Spirit

Customer service issue
Reported by GetHuman-amccall
Dec 8th, 2018 - 6 mons ago
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GetHuman-amccall started working on this issue
Dec 8th, 2018 6:45pm