FT LAUDERDALE -- Headed down to St. Thomas in June with 2 small children. Flight down was average, flight back was a living nightmare. Arrived at Airport on Friday 12pm for a 3pm departure. 3pm rolled around and I get an email, the flight is delayed an hour. 4 rolls by, 5, 6, 7, 8. We finally board the plane, sit there for almost 4 hours until they finally cancel the flight at midnight. Apparently the Pilots' seat belt was not working properly, although it worked fine from Ft. Lauderdale to St. Thomas. So we were carted off the place at midnight, told to retrieve our luggage and wait in a line for vouchers.
2 hours go by (2am now) no one from Spirit has shown up at the counter. I decide to grab a taxi and head to a nearby hotel for the sake of my 2 small children. Guess who we see at the hotel? The flight crew drinking beers at the bar, having a great time. I was near knocking everyone one of them out but the wife subdued me. I theorize they simply wanted a night in St. Thomas at the passengers' expense.
Next day rolls around, got to the airport at 8am as we were told the flight would leave at 11am. I saw some people who had not yet been to sleep as Spirit ran out of vouchers. Flight was scheduled to leave at 12 now, delayed again, then 2pm. All in all boarded at 9pm and sat for another hour. Finally arrived in Ft. Lauderdale 36 hours later at midnight.
I am currently filing several lawsuits to recover my out of pocket expenses as Spirit has stated I didn't wait for the vouchers so I'm not eligible for a refund. I will Win my lawsuit, so my lawyer says as Spirit simply plays the numbers game and settles out of court with those willing to actually file suit. First and last time I will ever fly this dumpster fire of a tier 4 airline. Do yourself a favor and STAY AWAY.
Terrible airline, though all staff from the counter agents and support staff to flight attendants have always treated me courteously and professionally. I feel for them who must bear the brunt of customers' ire for the stupid policies of their superiors. My wife was diagnosed with incurable cancer. Since August we have had to fly 1,100 miles to Houston's MD Anderson from CA every other week so she may participate in a clinical trial of an experimental chemotherapy that has proven effective in extending the life of cancer patients afflicted by the gene bearing the BRAF mutation, a very aggressive cancer found in 8% of colon cancer patients and my wife's cancer.
When the doc told us last week that the tumors had grown by 22% and spread to other organs, he recommended Cindy move from the control group of the study to the group that gets the new not yet FDA-approved chemo. This meant her chemo date would be every other Thursday instead of Tuesday, so we had to change our flight reservation that I purchased in September. Spirit customer service refused to waive its $220-$240 reservation change fee that effectively doubled the cost of our original reservation.
It seems that someone in that organization believes that once he/she makes an exception for a modification motivated by one's desire to live longer, then the floodgates would open to waiver of the fee for any "illness" or inconvenience requiring a doctor's note. Even the noted king of nonrefundable hotel reservations gave us a $490 refund for a trip we planned before Cindy was diagnosed, and a MLB team refunded what we paid for tickets to see baseball games during this planned trip.
I believe the Spirit business model is a sound one. Why should everyone have to pay for the traveling inefficiencies of others? This philosophy minimizes airline costs and reduces prices. The problem is Spirit's robotic approach to what is still a human endeavor. If you are the mother of a soldier seriously injured in a war zone and you have to modify or cancel a pre-existing reservation to see your son or daughter, you pay the $220 (online) and $240 (by phone), same as what someone pays if they got drunk the night before the flight and don't feel like flying.
FLORIDA -- I have flown Spirit several times over the past 3 years and have had not problems. I always knew that the customer service was lacking but as long as I didn't have an issue I was willing to deal with the lack of professionalism, knowledge and training from your staff. However on this trip everything that could go wrong did and your staff and company was completely inadequate. Our flight was cancelled due to a stewardess timing out. While a larger airline would be more equipped to deal with a situation like this, I knew that Spirit was not.
There was zero organization, horrible attitudes from your staff from the start (I was 3rd in line to re-book and the passengers were calm) and under-trained employees that were openly questioning their supervisors and rolling their eyes. Everyone had a different answer or responded with "I don't know" or yelled at passengers who were actually trying to help organize the process. The shuttle to the hotel was not clearly explained which caused chaos. Finally the 4:50 am return shuttle was not properly scheduled causing shuttle drivers to demand that some passengers get off the shuttle so others that had "the Vouchers" could board.
Spirit booked 2 passenger vans which hold 8 people for 30 people needing to make a 7 am flight. Eventually we all had to find our own transportation just to make the rescheduled flight. This was the worst traveling experience of my life and YOU WILL NOT SEE BUSINESS FROM ME AGAIN! I can deal with cancelled flights but your employees attitude, lack of apathy for the displaced passengers, dismissiveness and lack of training make this experience something that will cause me to tell everyone I know not to use your company!
MIRAMAR, FLORIDA -- On Saturday, March 8 I contacted Spirit Customer Service to change a flight that was previously booked. The reason for the change was due to my Mother having a physical health issue that impaired her ability to walk. The original flight was booked a week ago to Florida and my Mother's vacation was scheduled to March 17. Due to severe pain in my Mother's leg and back, her vacation was abruptly changed since she had required a Flight for immediate return to Chicago. You're probably wondering why my Mother didn't choose to go to a Hospital in Florida or be seen by a Doctor in Florida.
My Mother is elderly and the type of person that doesn't feel comfortable dealing with strange doctors or healthcare providers. While speaking with your Spirit representative, I had my Mother on conference and provided details about my Mother's emergency situation. I expressed the need for wheelchair assistance due to my Mother's immobility. During the flight/ticket booking phase, your Spirit rep informed me the charge was $268, I was also on the Spirit website with a confirmed ticket price of $253. The Spirit rep advised me the price is the price for $268 including a baggage check fee.
I explained to the rep the fee of $253 which included the baggage check fee. The Spirit rep placed me on hold and then came back to advise there will be a “One-time courtesy” adjustment. Due to nature of my call, reason for changing flight information and after dealing with your Rep; it got me thinking. Your airlines doesn't seem to take into consideration emergency situations where one's health is a factor for changing a flight. I called your airlines for assistance but after speaking to your rep and had I known, I would have never wasted my time calling Spirit to reschedule and just done it online without the hassle.
This simply goes to show that your airlines don't have any consideration about a person's extenuating circumstances and seems more money hungry. I will never book a flight with Spirit Airlines ever again and tell all of my friends, family and business associates never to consider using your airlines for their travelling purposes either. I am extremely disgusted with the way your company handled this situation. Granted your Spirit rep started to consider my Mother's needs after we expressed the urgency for flight change and accommodations needed.
If I would have never mentioned the price from the internet your airlines we would have been overcharged for the flight. Seems to me that your airlines does this to many customers when flight changes are needed but until a person like myself references the price your airlines provide via Spirit airlines vs. Spirit rep things change. I shake my head at your company with disgust, I will be contacting the Ripoff Report and will definitely blog about this experience on social media. I hate it when a company overcharges for services, especially for people that don't know any better.
Buyers beware, I think not. It's more of buyer will be aware after I inform others. Especially after all the talk of airline issues in the news with the bigger companies, I would have thought your airlines would be on the up and up. Disgusted.
LAS VEGAS, NEBRASKA -- I was supposed to travel on Spirit airline on May 2nd, 2015 from Las Vegas (McCarrran) to Dallas (DFW). We were checked in and asked to wait while the onboarding process was initiated. The flight was at 8:30 PM (Vegas time) and was supposed to reach at 01:00 AM Dallas time.
At 08:25 PM (Vegas time) just 5 minutes before the flight should have taken off we were told that the flight had been cancelled and that we should re-visit the ticketing counter to make new arrangements for our visit to Dallas. There was no communication of why the flight had been cancelled and the people at the information counters and other counters were extremely rude.
Anyways, we headed (ran) towards the ticketing counter again only to find that there was no line that catered specifically to the flight that had been cancelled. Again there was a lack of communication and passengers didn't knew which lines they should stand into. Only after 2 heated altercations with the lovely people of Spirit were 3 counters dedicated towards the cancelled flight. (Although this may seem reasonable at this time, the arrangements would very soon start looking like a joke as 2 more flights were cancelled that very day in a matter of 3 hours).
Now, since we ran towards the ticketing counters, we were 7th or 8th in line for these 3 counters and were hoping to be re-assigned alternative arrangements to travel to Dallas in next 15-20 minutes. The first re-arrangement took more than an hour, all this time there was no communication from Spirit and we were just expected to stand in a queue. Apparently, the systems were working slower than a glacier and this made the expected time of 15-20 minutes to increase to 3-4 hours.
After 2 hours, there was an announcement for cancellation of 2 more flights. Not being blessed with the common gift of common sense, the people at Spirit didn't inform the security of a possible situation which lead to multiple altercation among passengers which many times looked like could reach physical contact. There was no effective crowd management skills shown by the airline staff which lead to tussles among passengers.
By God's grace, after 4 hours of standing in the line, we were given tickets to Dallas via San Francisco (a 12 hour ordeal with a 5 hour layover). We had no option but to take it even though that meant that we would end up losing over $1000 re-scheduling of my international flight for the group as any other options weren't available until 2-3 days after. Overall, the experience of flying (please read as 'dealing' as we didn't even make it to the plane) with Spirit was nothing short of horrendous and deeply disturbing. I would never ever recommend it to anyone. It might be a few dollars cheaper but that cheapness comes at a much higher price.
NORTH KINGSTOWN, RHODE ISLAND -- Waiting for delivery in the four hour window given and was told to expect a call 30 minutes before they would arrive. I remained within 5 minutes of home, never received a call until their office contacted me, said they were at my home and couldn't wait. I was explicit that I was within 5 minutes of home, had come in from out of state for the delivery and would need to cancel the order if not delivered that day.
Intercepted them at my street; honked, waved, yelled - driver looked me in the eye and kept going. I followed the truck to the next delivery site a mile and a half away. Driver wouldn't roll down his window to speak to me and finally said, "Go home and call the office." Multiple phone calls and as many lies. Told a manager had instructed them to return to my home. In the end, the truth was the drivers remained unreachable for the remainder of the day; not answering calls, texts and emails. The manager was unreachable as well. No delivery. Order canceled by me, still waiting for Home Depot to process my refund.
FORT LAUDERDALE, FLORIDA -- After reading the negative reviews, I was unsure about flying with Spirit but decided to chance it. I was incredibly surprised. I had read the airline policies on baggage fees, etc., and paid those while booking my ticket, so no surprises there. I also upgraded to a larger front seat which was very roomy and reclined. I took snacks and drinks on the plane with me, so no extra charges there.
The only surprise was how great the ticket agent was. I had booked a one way ticket to Peru, because I'm visiting friends and wasn't sure when I was coming home. When I checked in, the agent informed me that Peru doesn't allow one-way tickets for foreign passport holders. After getting out of line, I checked this information online, and found out she was correct. I got back in line and the agent booked me a return flight without charging me the extra fee, saying she understood the mix up. She also helped me get travel insurance in case I want to change the date for my return flight.
My flight was delayed by one hour, as were flights with several other airlines. However, even with the extra fees and upgraded seat, I still saved $600 over the next cheapest airline, so needless to say, I am a very happy customer and will be using Spirit again.
SAN DIEGO, CALIFORNIA -- Well I boarded (late the plane was) flight 356 11-21-2013 to Las Vegas NV. My husband left his cell phone. Well the next flight out was going to Chicago. I kept call the cell phone and finally someone answered. I told them what happened. They told me if I wanted the phone to come and get it. Well that was not possible, I was on the west coast. So I called Verizon and had the phone shut off. They were using it to call everywhere.
So about 1/2 hour later a man called me and said he had my cell phone. He told me he worked for the airline and was cleaning the plane and decided to take it. So I was very nice and asked him to please turn it into the lost and found. This was 11-22-2013. So as of this morning nothing has been turned in and we have not been able to get a call back from the airlines. So never again. By the way his name was Gerald. I do have his cell number if anyone at Spirit is interested!
On a flight in October I was told by the flight attendant that if I signed up for their credit card it would give me enough points for a trip I have coming up in January. So I applied for the card and even signed up for the $9 Fare Club. Now that the card has arrived I went to book my flight - guess what it really did not give me enough points. After contacting customer service it is only for limited seats on flights. So now I have a credit card that I do not want and paid for the $9 Fare Club that I do not need.
Their customer service was terrible. Asked for a manager to contact me and was told that because no policy was broken (which technically is true) that my complaint will not be escalated. Funny since they say customers are a top priority. And for those considering buying a ticket beware of all the extra fees. By the time I paid for a carry on and a seat they were no longer the cheapest option.
MIRAMAR, FLORIDA -- I was supposed to fly out of LAX into DFW on Tuesday, November 17. I was on a different carrier into LAX and missed a connecting flight. When I realized that I would be missing my flight on Spirit later that evening, I called Spirit right away. I informed them that I would be missing my flight and asked what could be done. I was told that I had to speak with a ticket agent at the airport when I arrived.
I arrived at LAX a couple hours after my flight departed, and found the ticket counter closed for the evening. After spending the night in the airport, I went to the counter as soon as it opened. Only to be informed that there was nothing the ticket agent could do.
I called Spirit back right away only to be informed that I was considered a "no-show" and that I had not only missed my flight, but had forfeited the second half of my ticket as well. I was informed that there was "nothing else they could do" and that I would not only be stranded at LAX, but I wouldn't be receiving a refund either. The reservation agent on the other end of the line offered to rebook a flight for me, but with no credit from my previous purchase.
It took me two days just to get to LA and now I don't know what to do. How can that be good business practice? I fly about eight times a year and have never encountered anything like this. I won't be using Spirit ever again and I certainly won't recommend it to anyone else.