TL/DR. Make an order. Get no tracking. Facebook site listens then ignores. Go to site chat help who gets FB to reply. Order arrives (1/2 incomplete). No mention from Spirit Halloween about anything. After playing the Facebook, online chat game it turns out other item is out of stock. "Please pick another." I do. 1 week later no reply from FB. Check online help. Now Facebook end is saying they cannot see the shipping address. They already sent 1 box. We confirm that yeah, it's the same as the order # we are all looking at???
Now, turns out the item that was out of stock has been found. They say that would be easier (the one they took a week to say was out of stock). Easier to send that one than one I opted to get instead after their offer. Whatever... Omg just send me something. They offer to refund shipping to PayPal. They had already offered overnight shipping which they never did. They say they somehow cannot refund anything to PayPal (that's a first). Now I get no replies and they're in possession of my money, I do not have any item offered or refunds offered.
I called to confirm and even printed my boarding pass. I checked again at 9:30 am and the flight was still on time. It was an early flight so I checked again at 10:39 pm, still on schedule. Went to bed and to the airport only to find the flight was canceled. I was dropped off and stuck at airport all day. 50 dollars in compensation on an airline I will never fly again, not acceptable!
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.
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.
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 -- You should read reviews about this airline before you purchase. I will NEVER, EVER FLY Spirit Airlines. I've not heard about Spirit Airline and I purchased a package through Travelocity. I made a BIG mistake, I should have read the reviews first. This has to be the worse airline EVER. I bought our vacation package a month ahead. I log-on to the Spirit website and find out they charge for everything, (i.e. talking to them on the phone, using the bathroom, bags, seats). I prepaid 2 round trip ($30 each) check in bags and 3 round trip seats ($25 each), FREE if you let Spirit choose the seating for you.
Departure: we arrive 2+ hours prior to boarding with our boarding pass (already printed). Arrive at the gate, waited, we were delayed for 30–45 minutes because we had to wait for the airplane to arrive; unload people and their luggage and for them to clean the plane. We boarded the plane and it was dirty.
Return trip: departure time was 5:40pm out of Oakland, CA to Dallas/Ft. Worth, TX. We arrived at the terminal at 2pm with boarding pass already printed, get to the counter to check-in our bags, and we were told there was a mechanical problem and they had to switch planes; departure was now 9:50 pm. I'm still okay at this point (but we've been there since 2 pm) so I was getting a little annoyed. When the plane arrived Again, we had to wait for the people and luggage to unload and cleaning. We get to our seats, it was not what I expected, it was seating area was so small (NOT what I paid for). It was really late, I was tired, so I kept my frustration to myself.
We arrive at DFW and we were told to go to baggage claim 32, as we were walking to 32, there was a Spirit employee that told us that the baggage claim was at 38. So we all waited at 38 for 30–40 minutes, then one of the passengers took a walk to baggage claim 32 and found out that all of our luggages were in claim 31 and already off the carousel. Some of the passenger's baggage was in a totally different airline baggage claim. Now, this was not just offensive but unacceptable. The airlines did not care about our belongings.
I called Spirit to ask for a refund of my seats, waited for 30 minutes. I explained to them what happen and he told me that, he does not see me paying for my seats. I told him that I have an email receipt that I paid for baggage and larger seats. I expected a total refund of $75 because they basically chose the seats for us BUT NO, the person on the phone got belligerent and told me that “you asked for a refund and you got it” a total of $33 dollars. I will not use this airline and will tell everyone that I know the same.
DFW, TEXAS -- ABSOLUTELY TERRIBLE! DO NOT USE SPIRIT! I created a yelp account SPECIFICALLY to let people know what Spirit Airlines is about. If I could give negative stars, I would. You may think you are saving money, but honestly it all adds up to being just as (if not MORE) expensive with all the delays, bag costs and check in costs, not to mention how rude they are and reluctant to provide any help or compensation for their disorganization. I just got back from a Spirit Airlines round trip flight from DFW to Oakland CA and back.
When I got to the airport, I had already checked in but the lady told me I had to stand in line because the information on my bag was confusing. My initial confirmation email had me down for one Carry on bag and nothing checked, but when I got my boarding pass it printed out that I had one Check in bag and nothing carry on. I went to the counter to make sure of what to do with my bag (just one and it met all TSA requirements, so it wouldn't have mattered how it travelled, but I wanted to make sure I wasn't being charged for both.) When I got to the counter, the agent was very polite and told me that I HAD paid for both bags.
I told her I only had the one bag and needed a refund on my carry on since I would be checking the only bag I had. She helpfully handed me a customer service number and told me to call at my earliest convenience to get the refund. I took the number and called as soon as I got home from my trip. When I called the customer service representative, I was met with an attitude as if I was putting her out by calling. I explained what had happened and that I was told I would receive a refund and she proceeded to tell me it was impossible to get a refund. Her exact words were, "We don't refund bags. Period."
I asked her if I could speak with her supervisor as I didn't feel it was fair to be charged for a service that I didn't use. She told me that she couldn't get a supervisor because they were all busy assisting other customers and that they would just tell me the same thing anyway. She said that there was no note on my account saying that I was overcharged for bags. I told her I could get in touch with the airport and speak with the woman who checked my bag in order to have her make a note. I told her I could even go back to the airport in case they needed to see my ID.
She told me that even if I did so, and the agent made a note, it was still not possible to get the refund because she didn't note it to the account at the time of travel. In essence, I spent about 20 minutes on the phone trying to understand why I was being charged for something I never used, and I was treated terribly. Not only that, but on both my flights the rides were very bumpy and the planes were dirty. The seats didn't recline and the plane smelled very badly of urine. Both my flights were delayed, and my bag was on the wrong turnstyle when I arrived back to DFW.
The people I sat next to were so upset about how delayed the flight was and that we didn't receive any compensation for it, and then they found one of their bags on the turn-style for the Oakland flight, and the other bag at the Chicago flight turnstyle (which is where I found mine after an hour and a half of waiting for my bag). Overall, I am VERY disappointed with Spirit.
I planned on using Spirit again as I fly frequently since my husband lives in CA, and I didn't really mind that they were unorganized and a little dirty because I thought the price would be worth it for only a three-hour flight, but when they are rude and basically STEAL money from you for a service you didn't receive BECAUSE they are unorganized, it is unacceptable. I will NEVER fly Spirit again and I would strongly discourage anyone else to.
CHICAGO, ILLINOIS -- On August 4th, I was returning from Chicago (ORD) to Minneapolis (MSP) on a 7:25 pm that was delayed due to inclement weather. The delay was to be expected, and is not the subject of my complaint. I checked in for my flight around 5:30 or 6:00 pm and went to the gate to wait. Due to the weather delays, there appeared to be about 3 flights worth of people waiting to fly out of the gate (Ft. Lauderdale, Minneapolis, and another destination). Because of this, all seats in the gate area were full, and many people were standing around.
I checked in at the desk to find out what time the Minneapolis flight was leaving since the sign behind the desk was showing three cities, with the same flight times for all three -- they obviously hadn't been updated. The woman at the desk told me the Minneapolis flight was leaving at 9:15. I sat one gate over for about a half an hour (At the time I was 7 months pregnant) and checked back again, to make sure this hadn't changed, and was told 9:15 again. I checked back two more times after that, the last time being about 8:20, and each time was told "9:15". At 8:45 I checked back and was told that the Minneapolis flight just left.
I did not ever hear my name called, or any messaging, and since I'd been told multiple times leading up to this point that the flight was 9:15 (with NO indication that this was going to change), I was shocked that the plane had left just 20 minutes after the last time I checked in at the gate.
I went to the ticket counter and there met several other people who were on the same flight or other flights for Spirit leaving from that gate, who experienced the same thing: Incorrect information given by your gate representatives multiple times, no effort to make sure passengers in the crowded area were alerted that their flight was boarding or leaving, and the signs at the counter not reflecting accurate destination cities and flight times. The fiasco with the incompetent workers at the gate that caused me to miss my flight was bad enough, but what followed at the ticket counter was absolutely beyond anything negative I've ever experienced in customer service.
The amount of time it took for the ticket reps to get myself and the others at waiting in front of someone who could actually do anything was unacceptable. Once we finally were able to speak with someone, a supervisor named **, who refused to provide her last name or even show us the badge around her neck, ** was belligerent, rude, unprofessional, and downright insulting to the customers waiting. ** clearly has no idea how to work in an industry like this. The other workers behind the counter were clearly scared of ** and all stood back, unwilling to help anyone with questions because ** obviously had to approve any message they gave.
** insisted that everyone at the counter was there because of inclement weather, even though everyone explained multiple times, the weather was not to blame for the missed flights. To the contrary, we were all at the gate and checking in regularly about the times, and were all given bad information. By this time it was late in the evening, ** offered only a refund for the part of the trip that was unused and an option to fly out at 7 pm the next night. (Keep in mind that at this point, the ticket counters for other airlines are closing, that is how long this process has taken).
Her offer was totally unacceptable; there was no offer of lodging, though the entire reason that I and the others were stuck there was because of the workers at the gate. At one point, I asked if I could have her last name, and she refused, so I asked if she could flip over her name badge around her neck so that we could see her name and she actually said "Come over this desk and get it yourself". I am a business professional, I travel at least twice each month and tried Spirit Airlines because the rates were good. Well I guess you get what you pay for because the experience was a complete nightmare.
I ended up purchasing my own ticket on Delta for early the next morning (I did get a refund of $77 dollars from **), and spent the night sitting in a chair at the 24/7 Starbucks in the baggage claim area because the long, drawn out process of trying to negotiate with ** resulted in it being too late for me to get through security to wait the night out in the airport until my early flight. This was uncomfortable, and arguably, unsafe for me, a woman into her third trimester of pregnancy. If my long email doesn't convey the total anger and bewilderment the entire experience caused, I'd welcome a chance to speak to **'s supervisor and give you more detail.
It takes a lot to incite me to take time out of my schedule to complain about a situation or a person, but I felt it was necessary to send this along; I hope someone sees it and would very much appreciate an acknowledgement that someone has read it. I work for a very large corporation, and am tempted to share my story on our cloud with my colleagues. We all have large travel budgets and the option to fly any airline. Believe me, how we are treated absolutely will dictate where we fly.
I also want to add that at the ticket counter, one of the others who missed his flight mentioned that we might as well not even bother trying to contact your customer service department via phone, because we would never get through, so I attempted to fill out the form online and received an error message. Clearly your organization is doing everything it can to avoid dealing with customers both in person, and after the fact, but I hope the story of my experience gets through to somebody.
MIRAMAR, FLORIDA -- This is to inform you of how EXTREMELY disappointed I am in your customer service. On May 13, 2012, my husband and I were asked if we were willing to volunteer our seats from Ft. Myers, Florida to Boston, Massachusetts. We were told that we would receive 2 round trip vouchers each, to anywhere that Spirit flies. We agreed. We were issued our 4 vouchers - expiring on 5/13/2013. We were told that we must make our reservations within 60 days of 5/13/2012. We were given a flier that includes the Terms & Conditions. Tonight, I attempted to schedule flights on your website.
Your flier indicated "A Future Travel Voucher may be booked on the website or Customers may call a Reservation Center at 1-800-772-7117". I signed into the website and tried to find flights for November, 2012 from Boston to Ft. Myers -- nothing was available. I tried January, 2013 for the same destinations - nothing was available. I then tried April, 2013, and was able to find dates that fit into our schedule. I went through all of the screens to book the flights, and then I entered the voucher numbers and received an error message indicating the voucher could not be used for this itinerary, please call the Reservation Center.
I called 1-800-772-7117, and ** answered the call. First, she was extremely hard to understand, and she didn't seem to understand my request. I told her I wanted a flight for my husband using his voucher, flying out of Boston on November 9, 2012, and flying into Ft. Myers with a return flight on November 27, 2012. ** told me that I needed to pick another destination since Spirit didn't fly to my destinations. I told her that Spirit definitely did fly to my destinations since that was how I got the vouchers. We went back and forth for a while, until she said Spirit doesn't have a direct flight. I told her that I know that, and I had not asked for a direct flight.
She then asked for the dates again. After several minute wait she came back on the line and told me that since it was not a direct flight I needed to use both of my "round trip" vouchers for the one flight down - one voucher for Boston to Ft. Lauderdale, and then the other voucher for Ft. Lauderdale to Ft. Myers. I told her that the information on the flier did not indicate anything about that. She said she was sorry that no one had told me that. I finally said let's just book this. She then put me on hold while she looked up the flight for November 9.
Then she came back on the line and asked me again (for at least the 4th time) what the return date was. I repeated again that it was November 27. She put me on hold again, and then came back and told me that there were no flights available. I asked to speak to a supervisor. She asked me to hold. Floor Manager, **, picked up the phone and said he was on the phone with another customer and would be a little while, would I hold? I replied that I would hold. While on hold, I was then disconnected - this phone call took 34 minutes. I called the 800 number again, and was connected to **. I explained that I had been disconnected.
I asked to be transferred to Floor Manager **. She asked what my problem was. I explained again that I had been disconnected, and wanted to speak to **. She insisted that she could help me. I explained again that I was having a problem using my vouchers and wanted to speak to **. She insisted she could help me. I then INSISTED I wanted to be connected to **. She put me on hold, and when she returned she told me that ** had left for the day! I told her that I wanted to speak to **'s boss, to which she said she could help me. I then told her that I was in the middle of writing a 2 page letter to SPIRIT, and I wanted to talk to someone over a supervisor.
She put me on hold. When she returned she told me that I would be transferred to a supervisor. Supervisor ** came on the line. I asked him to take my number in case we were disconnected. He told me that he did not have the ability to call me back. I explained my issue to him, and gave him all of the information. By this time, my husband had already booked our November flights on Southwest Airlines without any issues. So, since our November trip was already booked, I asked ** to book our April trip. I told him that I wanted to fly out of Boston on April 27 and arrive in Ft. Myers, and return from Ft. Myers on May 12.
He looked up all of the flights and then informed me that he couldn't give us a flight down to Florida on April 27, but he could give us April 29. Our flight home on May 12, 2013 wasn't available either. The earliest we could fly home was May 14, 2013. I finally agreed to move our vacation dates to 4/29/13 returning 5/14/13. As he was booking, he was reading the itinerary, and said Boston to Ft. Lauderdale. I said no, not Ft. Lauderdale, Ft. Myers. Then he informed me that he couldn't get us seats on that flight until April 30, 2012. At this point, I told him never mind. This phone call took 21 minutes. What good are round trip vouchers that you cannot book flights for???
My husband had booked our April/May 2012 flights on Spirit and the whole experience for his flight to Florida was outrageous - he spent 9-10 hours in airports or on planes due to delays, and missing connecting flights. He had taken a half day off to make his original Boston flight, and it ended up being delayed - he didn't need to take any time off - what a waste! Then our return flight on May 13th was a mess. It is no wonder that Spirit is having financial problems! At this point, I guess I will use your vouchers for toilet paper - I certainly can't book any round trip tickets that I am interested in or can arrange into my schedule.
And I can assure you that I in the future I will not fly SPIRIT. My husband and I work in a VERY large public utility company that has facilities worldwide. He and I will be sure to share our very bad experience on our company's Internet bulletin board to ensure that our co-workers never have to have the VERY bad experience that we have had. Also, by the way, your website doesn't have any contact information. I guess that's one way to avoid getting letters or emails that let you know your customers are dissatisfied. So I guess my message to users of my3cents.com is: DON'T FLY SPIRIT AIRLINES!!!