Spirit

I purchased a round trip ticket with Spirit and could not make the outbound flight. I purchased a separate ticket with Spirit to get to the destination city and kept the return. They cancelled my return as well even though I explained to them I was purchasing a new outbound but wanted to keep the return flight. When I got to the airport they told me the system cancelled my return flight and I had to buy a new ticket on the spot. The check in attendants mentioned it was strange but they had no way of overriding the system and they didn't want to get in trouble. They told me to call Spirit and it took hours to get someone live, they actually make it very difficult, I had to find information online. I am not complaining about having to purchase a new outbound, I am upset about the new return flight. I am also upset that they make it extremely hard to get someone on the phone and they said, if I called them to let them know I wanted to keep the outbound that they would have, even though when I called they don't have a live person to talk with and an option to let them know.

This airline s[redacted]. Very poor customer service. I brought my son's car seat right up to the plane door, we went in to the plane alone with other parents, got to my destination waited 1 hour no car seat. No one was availble to help us. When we did find someone they told come back in the morning. We had to drive home with our son not secured in a car seat. It took spirirt two weeks to respond. With a reply of you need to file a report, buy a new car seat and we give you the money back. We did everything they said, yet a month later no refund and giving us hell. The so called cheap plane is not worth it.

My recent travel was made with Spirit, and I have an upcoming plane ticket booked as well. I am so upset with the overall practices of Spirit Airlines, if there wasn't such a ridiculous cancellation fee, I would cancel immediately. Focused on low fares is a complete scam to get passengers to chose your airline, only to be slammed with tremendous baggage and seat fees, let alone still paying for any beverage or snack on the plane itself! Before my last flight, I had booked for my fiancé and I at the same time and, when the "choose your seats" prompt came up, I was afraid if I didn't select, we wouldn’t get to sit next to each other – turned out, it wouldn’t have mattered. On my upcoming flight, I wanted to stay one day longer and change our flight. Found out that if I wanted to cancel or modify, I’d be paying almost double of the price I already paid for! I’m so upset with this airline. They don’t work with you to help you and there are always more fees along the way. You might as well spend more money on a better airline, because you will be paying the same price, most likely more, in the end anyway. Not worth it at all!

On June 19th my daughter and I were scheduled on flight 906 leaving from Houston, Tx going to Detroit, MI. The flight was initially scheduled to leave at 7:21 pm but I received an email at 10:30 am that day that the flight was delayed until 7:49 pm. Then recieved an email at 11:52 am that the flight was again delayed to 8:01 pm. Got to the airport around 5pm to give us 3 hours to get through security & get our bags checked. At 7:09 pm received an email the flight was again delayed until 10:00 pm. Then received another email at 8:56 pm the flight had been delayed until 11:20 pm only to receive another email at 9:04 pm that the flight had been cancelled all together. We had to go wait in line to try to get on another flight. We waited in line for over an hour and there are no managers available. It's now past 10 pm and spirit employees are leaving to go home! No one was even updating any of us. I wss towards the front of the line there were still hundreds of ppl standing behind me, the line went out the door. I was about to reach the counter, there were 2 couples ahead of me, and I noticed a man, who worked for spirit, stood next to the lady that was working the counter. He was whispering something in her ear & they kept looking up at me. I finally make it to the counter & she proceeds to try to find me another flight (the couple directly infront of me were told they were going to be put on a delta flight and were giving a print out to take to delta) so I figured my daughter & I would be put on the same flight or another delta flight. After about 3 minutes the Spirit worker says her computer isn't working she'd have to go to use the computers in the back so she left (I had to wonder if this had something to do with what the man was just whispering in her ear when they kept looking up at me). She was gone for another 30 min. While I stood at the counter waiting, still hundreds of ppl behind me. There were about 4 other spirit employees working on checking in ppl for other flights & no one would even look my way. At this point the secruity officer for the intercontinental airport was behind the Spirit counter trying to keep order & she asked one of the other spirit employees if they could help by helping someone in their line then taking one of us from the line trying to get on another flight. Now it's midnight and I'm finally getting to someone to help me get on another flight, so I thought, then the lady tells me she wont have anything going out for the next day to Detroit as they are all full. She says she might be able to get one of us on a flight but they wouldn't be the same flight. I told her that wouldn't work as my daughter is 11 y/o and she wasn't flying by herself. I told her I didn't have much time to lose 2 extra days as I had to be back home for work. I asked her if we could be put on a delta flight like the couple ahead of us and she said they weren't putting anyone on delta flights. I said yes the lady who was helping me but went to the back an hour ago and never came back put the couple infront of me on a delta flight. She proceeded to argue with me. I explained the coiple showed me the piece of paper that had a delta flight on it. She then went to the back & miraculously found the 1st woman that was helping me but disappeared, she comes to the desk & tells me I am canceling the flight that I put them on, she said I'm calling them now to tell them they won't be getting on that flight (which later on I seen them at the baggage claim & they said no one called them to cancel the delta flights). So I told them since I'm not sending my daughter on a flight by herself & the next possible flight for us together would be a day later to cancel the flight & I'd book another for the next day. She cancels the flight I pay double for a flight that leaves out of Hobby airport at 5:40am on Southwest. Thankfully we only live an hour away so my husband was able to come back & pick us up. Some ppl didn't live in the houston area & Spirit wasn't putting them in a hotel for the night! We finally get to detroit only to realize the lady cancelled ALL of our flights even our return flights!! We are now in Detroit with mo flights home! I called Spirit and of course you speak to someone who doesn't speak clear english & I tell her they weren't supposed to cancel my return flights & she tells me yes you consented to it. I told her I did not! I told the woman I would find another flight for the one that was cancelled & instead of cancelling the departure flight she cancelled the entire reservation!! I asked the woman on the phone if they would reactivate my return flights but she said no she couldn't. I had to rebook the same exact return flights I had had the night before, which cost as much as the round trip flights I had orginaly booked. Spirit would not give me the money back for the difference of the return flights and absotuley refused to reactivate my cancelled return flights. Worst experience of my life. I will never fly spirit again. They have no one there for costumer service, no managers and do not care to make their wrongs right.

I arrived to the Atlanta airport 15 minutes before my flight to Philadelphia was to take off on Friday, November 6th (the flight was scheduled for an 8:10p departure). I was late because my fiance was in a car accident on the other side of Georgia and I had pulled over on my way to the airport to calm him down and help contact roadside assistance during his panicked state. I immediately went to the Spirit desk to explain the situation. The woman at the desk did not offer any help, she checked my ticket and acknowledged that I had checked in online but my flight was leaving on time and leaving in a few minutes. She suggested I "try to make it" (meaning running in vain through the busiest airport in the country). I got to my gate at 8:16p and the flight had already left. I returned back to the ticket desks to buy a new one-way flight the Philadelphia. I expected that, although I missed my departing flight, because I had explained my situation to the woman at the desk, that I would have my return flight. Nope. I was only going for a weekend for a family event, so I tried checking in on Saturday, November 7th, for my Sunday, November 8th morning flight back to Atlanta. After not being able to check in, I called Spirit, just to find that because I was a "no-show" my return flight was cancelled. I tried to explain that I was NOT a no-show. I DID SHOW. And was not helped at all. I ended up having to buy ANOTHER last-minute one-way flight back to Atlanta. When I returned, I tried contacting Spirit customer service for a refund on my return flight but they refused. They also said that had no record of me even speaking to anyone at the ticket counter- which I find ridiculous because I would invite them to check the security camera as they would see the woman at the counter holding my ticket for a couple of minutes just to tell me too bad, nothing she can do. They could not have been more rude and unwilling to help in an emergency situation and they refused to refund me. I don't care if they are an economy airline, they can afford to refund me for the return flight that they went ahead and resold at 5x the price to someone else. Clearly they don't care about providing any customer service, let alone quality customer service. I do not recommend anyone who may ever anticipate having an emergency (oh wait, you can't anticipate those things) to fly Spirit.

My experience with spirit airlines has been awful. First flying spirit is like going to a time share presentation where they look to upsell you at every turn. Second all of their staff members that I have had the opportunity to converse with have been rude and unhelpful. I even had the opportunity to see a spirit flight attendant make a little boy cry after he accidentally dropped his luggage on the flight attendants foot. Above all else the flight has been delayed 2 hours without any explanation or notice. Not even the signs in the Airport were changed to reflect the delay. All in all even for the low price I would never fly this airline again and will recommend that no one else does either.
There should be a status quo when offering a service like flying and if you can't meet the obligation as a carrier you should be reprimanded/fined.

I booked a flight with Spirit Airline biggest mistake I've ever made this was the most unprofessional airline I have ever dealt withUpon returning home from a small vacation my flight was delayed twice from a Saturday night flight then my flight was canceledI called spirit to confirm and get my options.The representatives are all like robots non-sympathetic to my situationThey offered me a Monday flight back when I was originally suppose to leave on a SaturdayThey told me that they had already booked there Sunday flightHow is that possible when you have people from a previous flight that you canceledWhy is it that they did not give us priority that flight.Nor did they offer to put us up in a hotel for the inconveniencehorrible practicesI will NEVER recommend Spirit airline or use them again I will talk everyone out of using there company if its the last thing I do

The airline offers deceptive advertising when using reward miles to fly. The chart shows one number, while the premium number automatically fills in. It's hard to talk to a human voice and then they don't help you. I'm extremely disappointed in this airline and customer service.

I was returning from my most recent deployment to the middle east and my wife bought round trip tickets for her mom to come out and see me. My flight home shifted to 3 days earlier and my wife paid for her mom to come out earlier on a one way trip and later return on the same spirit flight originally booked. When we attempted to check in for her return flight we found out then that Spirit had cancelled the return flight without notifying us and refused to give us a refund or voucher. Thankfully we attempted to check in prior to making the 3 hour drive to Las Vegas. The customer service is almost as bad as the robot that tries to help you on the phone. After a 1 hour wait time to talk to customer service it is another 30 mins to talk to someone who refers to themselves as a manager. Everyone repeats the same line "We can't help you". It really amazes me that a company, especially an airline, is so disrespectful and unwilling to help its customers. I don't foresee this company lasting very long with the current leadership and customer service policies currently in place.
BLUF:
-Horrible customer service (Supervisor at least listened, but "Couldn't do anything")
-Prices are fair
-Cancels reservations without notifying you or giving refunds / vouchers
I will notify every military family I serve with to never use this airline, and hopefully this can prevent anyone else from experiencing this.
J.D.
Chief Warrant Officer 2 Active Duty
USMC

Save yourself the frustration, time and money. Seems cheap, but in the end you end up paying for bags, your seat-even a can of soda costs $3. The seats are unbelievably crowded. You can tell this company is just trying to herd as many people as possibly in order to make a profit, regardless of the discomfort or inconvenience it causes its customers. On top of all these, each one of my one way trips were over 40min late for departure. I understand this happens at times, but BOTH flights?! Coincidence? I think not. And at that, we were given little to no information or apology for the delay. Just bad. Never. Again. I'll be returning my business to South West like I usually do.

In flight from DFW to Tamps aboard Spirit on November 28, 2015, attendant announced an offer from Spirit to open a credit card with them and receive 6 one way tickets after one purchase.
I filled out the application with my SS # and other personal information. There is no record of this application which means this info is floating around for anyone to use...called Spirit but was unable to speak to anyone. All automated questions did not pertain to inquiries, only sales. Passengers should be warned about the carelessness of Spirit and the possibility of fraud.....Margaret E. Barbeau, Sarasota FL

Total disregard for a person having to rush to see a dying family member. I had to cancel flight because it was too late they passed away before I could get there. They took the whole amount and mind you it was within 24 hours and 7 days. But they said I booked after 6 pm and I was leaving 6 am so it was not enough hours to qualify? Such crap 7 days is 7 days. Whats with the hours? Never again. My sister had to pay like 65 dollars more to change her trip date, she was still going just not to lose the entire amount. Rip off uncomfortable seats. Ypu get nothing you may as well be on a frieght plane. Worst airline worst policies!

Me and my husband travelled to from Oakland to Houston on Aug 30th '15 and in transit our one luggage was damaged. We had insurance for our travel so we went to the spirit airlines office on Houston Airport (IAH) and report the damage, the lady issued our case incident number and asked us to submit the documents for the damage items that were in the bag. We submitted the documents on September 18th before the deadline. (I have documents to support my statement), and we are waiting for their response (as of November 19th). We haven't got an acknowledgement for our case. We tried to reach them more than 10 times during this time and no one has respond to us. Before submitting our documents we did talk to this guy named "Bart" and he said that as soon as our case is assigned, someone will contact us.
After waiting 2 months, we feel that we have been cheated, they have been completely unprofessional. We know that this is the cheapest airlines, and thats why we bought insurance to protect our trip. we feel that they have failed to have delivered their services.

We got a ticket from spirit airline for almost 500 before the holidays for my daughter to fly back home to see her dad. First, of all the flight to Philadelphia was delayed 1 whole day due to plane issues that was also the onlybplane that goes back and forth between phila and Atlanta. Which I never heard of!! Come back the second day and it was still delayed 2 hours. Nobody knew anything they straight ghetto and there attitude was basically like they don't care! They never informed us of delays until we got there. I go to pick my daughter up and once again it's a delay in the flight and nobody knows why!?!?!? I ask to speak to supervisor named Robert (b[redacted] guy with bumb leg) he comes up and says he don't know what's going on and my daughter was in on her way nobody could tell me anything! This airline is the worst I've even dealt with, you call costumer service and nobody speaks English everyone waiting for a plane was very upset this airline is the worst!!!! You basically pay a lot of money for horrible costumer service!

I booked a round trip flight to Cancun out of Houston IAH, using a 3rd party (Cheap-tickets) online. The actual flight carrier was Spirit Airlines. 2 days prior departure, I received an e-mail stating that I would be charged at the ticket counter $10 for each boarding pass that would have to be printed by the Attendants, unless I show a pre-printed boarding pass.
I did printed the boarding passes (3 pages) at home, using a lot of ink due to a commercial advertisement below each boarding pass. The advertisement could not be separated from the boarding pass. Ironically Spirit Airlines as well advertised that for a fee of $5.00 we will support a green environment.
To sugarcoat it, once we Passed security, we had to check with Spirit Airline at the gate counter for Person - Passport verification. There I got 3 different boarding passes which represented the standard boarding passes in the airline industries.
1. What is the green environment has to do with printing at home and then the Airline is printing again?
2. Charging for boarding pass printing at the ticket counter $10.00, if not done at home by yourself?
3. Once I purchase an Airline Ticket for a certain date, that as well should give me the right for a boarding pass without a designated seat

To whom this may Concern,
I am Karla R[redacted] P[redacted] customer of flight 992 that departed from Chicago, O'hare airport with destination Philadelphia International Airport on Friday November 20th of the present year. This letter is to share my awful experience flying with you and as a way to formally complain about your services. I am not one to make a big deal about little things but I think this time it is necessary to write this letter to do my best to avoid other people from going through the terrible services that Spirit provided me.
My flight had been delayed due to snow and so we were finally allowed to go into the airplane at around 9:40 pm of Friday. I had understood the necessity of this and I was patiently waiting very happily with a family that was also taking the same plane. I was so happy until then because I was singing and talking to me newly found friends. Once in the airplane we were told that the aircraft needed to be de-freezed and that this would take around 10 to 15 minutes. Security is very important so I was very happy of such measured. As I am a sociable being I made friends with my two Neighbors. The lady to my right wanted to go to the bathroom really bad and so she tried. When she returned she was really upset because she had rudely been turned down and told to go back to her sit to wait. I thought this was strange since the plane was not moving and this passenger was in obvious need to use the bathroom. During the de-freeze process they also turned off the air-conditioning and as it is common in confined spaces the airplane started getting really warm very rapidly. My other cabin partner started complaining about thirst and since we were already sweating after 30 minutes of the aircraft being without air-conditioning I called in for the flight attendant. This lady whose name she didn't even offer. was wearing a ponytail and was the one that had made the announcement on the speakerphone. She dragged her feet towards me and without even offering a smile she asked what did I wanted. I politely asked her if I could have a glass of water since it was very warm and we were getting dehydrated. She stated she couldn't give me a glass of water that water was $3.00. I asked her if she could sell a bottle to me and then she said she couldn't until the plane was in the air. My common sense urged me to question her and in a polite manner, without altering my voice asked her if she meant to tell me that I could not even buy a water when the plane was not moving and we had been waiting for more than half an hour for the plane to move. She said, "Yes, this is what I am telling you and there is nothing I can do for you." I smiled and asked her to please get me someone that could then do something for me. She offered to call the pilot. As she went back, she sat down and as I saw my request had not been answered, I called for a flight attendant again by pushing the little button that you have placed for customers to be attended to. This time another lady came, she had long black hair and a defiant stare on her face. I was by not means being rude and fortunately since I like making friends I have witnesses to this. I told her that I was waiting for the pilot and if she could please call him again because I needed water since the air-conditioning was still off and I was feeling dehydrated. She told me that if I was dehydrated I wouldn't be complaining, which in my opinion is very rude. I am a customer and is up to me to feel if I am dehydrated or not. I smiled making sure I wasn't being rude and asked her if it would be too hard for her to open a bottle of water and give us some. she said she couldn't open it because the pos system only works when the plane is on the air. I asked her if she could take down my name and then give me a bottle of water. she started raising her voice at me and told me" DON'T TELL ME HOW TO DO MY JOB." Since she was being defensive I answered her with these words, "Well I am not the one getting upset here, you are screaming at me and I am the customer. Me as the customer I am asking for water which is only $3.00 that I could pay but I need the water now. As I am the customer you shouldn't be raising your voice at me." She got even more upset and said that she would get security if I kept raising my voice. I told her that I wasn't raising my voice, which I was not, I have a very high pitched tone in any conversation I have. She told me that I was nobody to tell her how to do her job and so that she wouldn't listen to me any further and walked away. I apologized to my cabin partner as my attempts to get her water have failed. Fortunately, they turned on the AC soon after.
It had been around 40 minutes now and the plane hadn't moved. Another passenger stood up because her back heard. She was very upset due to her back and used some bad words when she was rudely told to sit down. I don't think her choice of words had been the best but she was still on her right to complaint about a service that was being poorly provided. The two flight attendants told her that if she didn't sit down they will return the plane and "RUIN" her day by getting security. I think this proves in it's entirety that they were in a terrible mood to do their job. The lady did not demonstrate any intention to fight anyone or to be aggressive towards anyone. She had stated she had hip problems and needed to extend her legs. After this the pilot came out and without even introducing himself and with an upset attitude, told the whole plane that he would return the plane and that he will make sure to get security to bring the "trouble makers" down and that he could assure us "THIS WOULD RUIN OUR NIGHT". I have worked in customer service for about 5 years and the first thing that is taught is "the customer is always right". No matter how hard the customer makes you upset the person providing the service must stay calm unless the customer represents a threat. In my case I had not used a curse word, not once, I had tried using the friendliest tone possible and of course I had not demonstrated any intention of getting physical, which I think is the most reasonable reason to call security on someone.
It had been an hour of us waiting for the plane to depart. I was not mad at all, I love Philly and I didn't want any negativity to get in the way of my trip. I was talking to my cabin partner, who was a lovely lady from El Salvador. I was talking in Spanish to her and we were laughing and telling each other stories about our lives. It was a very good flight. When the flight attendants finally came offering water. I asked for three bottles and said please and thank you throughout the transaction. I by no means attempted to be rude. I continued talking to my newly found friend and her life. We exchanged numbers and we were talking to the ladies in front of us. When we finally got to Philly we were about to get down of the plane and one of the flight attendants said: "We DON'T WANT TO BE HERE EITHER, but please take take your sit because the police have to come in." I knew at that moment that my claim for water had been taken out of proportion and they were going to get security as if I was some sort of criminal trying to assault someone. I have a very strong personally and knowledge of my rights. I knew I hadn't been aggressive or rude and therefore I had nothing to fear. When the police came to "take us down: my cabin friends were asking me if I was going to be alright and as a law student I have entire trust on the justice system. I told them not to worry and with a smile on my face I said bye to them. Of course nothing happened. My name was taken down and I had a very nice conversation with the police officer who also suggested writing this complaint letter. The other lady who had stood up had also been taken down with the police escort but as she was a foreigner perhaps, she was more frightened and nervous. I tried calming her down but I could see the fear in her eyes. That fear is the reason why I am writing to you. I am not scared of big corporations because I plan to be a corporate lawyer someday soon. I do believe in justice and injustice. The service your flight attendants offer was poor and rude. You have hired people that only don't know how to do their job but abuse their power. No one should have to be taken off a plane because she requested water without the use of profanity or threat of physical abuse. No customer should be screamed at and threatened in order to keep them quiet. If your flight attendants had done their job the lady would;t have felt the need to answer rudely back at them and she would've had a better experience. If your flight attendants had have more of a common sense they would've opened a bottle and charged me later so that me, your customer would have had a good experience. At the end of the day you were the one making me wait 30 hr on a extremely warm plane.
I had heard so many bad things about Spirit but I always tried to convince those people that is all about the attitude you portrait. Apparently, I was wrong. Not even my positive attitude and polite words could get me water or safe me from the abuse of power. Fortunately, I can overcome things like this quickly and another passenger gave me his card and asked me to get in contact with him and his wife since she is a Professor and a lawyer at Pen Law. So even though, I will never take Spirit airlines again now I have a contact in a very important University and my love for Philly has not been diminished. I hope that the other lady can overcome the bad time you made her have as well, although I am sure that she won't take this airline again. The word of mouth is a very powerful marketing tool and I will make sure that every friend I make along the way, and I like to think I make quite a few on every trip, will know about your terrible service. And I will do this not as a revenge but as a way to spare them the bad experience, to not ever have to see the fear I saw on the lady's eyes on one of my loved ones.
Overall, I hope that this letter helps you have a better selection of your employees and hire people that actually want to work in customer service. I sure hope your read the letter to the end and that it in someway helps you improve your business. I am of course not really expecting anything since corporations tend to care less about people's opinion and more about money.
Sincerely,
K[redacted] R[redacted] P[redacted]
A very displeased customer.

Our experience with Spirit Airline was a really negative one. We had reservations for October 29, 2015. But due to an emergency we needed to cancel the flight. Although the day of my cancellation was October 7, 2015, twenty-two days from the flight date. The cancellation was the full cost of the ticket. Since we do not know when we will be able to travel I was told couldn't and that Spirit do not issue vouchers. To put it simply we were out of the entire funds less about 20 dollars. That makes no sense that a flight is not allowed to be cancelled more than 3 weeks in advance. NEVER NEVER EVER WILL I BOOK A FLIGHT WITH spirit.