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!
NEW PROVIDENCE, NJ -- Spirit never showed up to deliver my Home Depot appliance on the scheduled date. They took it upon themselves to reschedule the delivery and never notified me. Never called to tell me why they rescheduled and I'm not available for the date they chose to deliver now. Both Home Depot and Spirit just lost my business.
PHILA, PENNSYLVANIA -- Flight was delayed twice from Chicago to Philadelphia with no certainty of travel time. I missed my pickup waiting on the phone to get answers and was on hold for over an hour at the airport. There was no place to charge my phone at Spirit terminal. This was first time and last time, that's for sure!
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.
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.
WESTFIELD, MASSACHUSETTS -- I decided to book Spirit Airlines after reading so many negative reviews. I am a frequent flier but the Non-stop round trip ticket price from BOS-MYR was unbelievably low. I was first taken aback by the baggage fees but then decided it was till worth the savings and decided to suck it up. Then I couldn't believe that you actually had to pay to reserve an actual seat. Again, I sucked it up and waited to be assigned our seats. I arrived at the airport 2 hours before my flight and all went well. I started thinking "wow, this airline isn't that bad". My family and I board the flight and we were pretty impressed with the interior look of the plane.
It was a newer aircraft and looked very clean. I sit down and again I was taken aback this time by the seat space and also the fact that the seats do not recline AT ALL. We were cramped in like cattle. Then minutes before takeoff the real nightmare begins. The Captain announces over the intercom that there is a document issue and we would be delayed by 10 minutes. Awe, not so bad! 20 minutes later the Captain is back on the intercom telling us that he has bad news for us and there was a problem with the personnel and the flight had to be cancelled. They ordered us all of the plane and advised us to all go back to the ticket counter.
Since we were at the back of the plane the line was huge. We were advised that we had two options: Get a full refund or book on another flight with them in the near future. Another flight in the future not this date but the earliest was three days away. I called the customer service number and inquired if I could get a refund over the phone to prevent the lengthy wait in line with my two small crying children. The customer service agent told me he couldn't issue a refund because the flight was in the air and was only 10 minutes delayed. Are you kidding me there were 200 passengers in line - there was no plane in the air.
So, after waiting 3 hours in line for my refund I was offered a $50 voucher to be used on Spirit within 60 days. Are you kidding me? I told them to keep their voucher because I would be filing a complaint. This cancellation has cost me 100's in prepaid ticketed events that I had pre-purchased for my family. I also had a prepaid Auto Rental that I have lost money on as well as one night hotel for not cancelling within 72 hours. There was absolutely no compassion shown by any of the employees at the airport or on the phone. This was not a weather related or mechanical cancellation but a straight up error by your company.
Here I am typing this E-Mail as my 2 small children are crying in the background because Spirit Airlines ruined our vacation. How can you offer me a $50 voucher and have no compassion is beyond me! I will be looking forward to hearing from you regarding this serious problem.
Another thing I have noticed that when their flights have been delayed (or cancelled) the info through flightstatus.com and tripit.com does not update -- the cancelled flight was still showing On Time three hours later. I guess they don't have much incentive to make timely updates of bad news.
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.
ATLANTIC CITY, NEW JERSEY -- Initially, I was extremely skeptical about this airline because of all the bad reviews I've seen. I had so many preconceived notions about this place but I can honestly say that it was not as bad as people made it seem. Cost/Pricing of flight. My friend and I flew from Atlantic City International to Atlanta Georgia during Labor Day weekend of 2013. The total cost for both of our round trip flights came up to $387.00.
Cost/Pricing of luggage. Now I must say, I'm used to the regular baggage policy where you are allowed to have a free carry-on and a personal bag and any check in bag will cost you about $25. It's a tad bit different at Spirit. The only free bag that you're allowed to carry onto the plane Is your ONE personal bag. Everything else must be checked in. Now I joined the $9 Fare Club which allowed me to only have to pay $25 for a checked bag. Regularly it'll cost $35 dollars to check a bag. It's a little annoying but keep in mind that the flights are super cheap.
The one thing I didn't like is the 40 lbs weight limit for the check in bag. Usually airlines will set a limit of 50 lbs for check in bags. However I came prepared with a rather large tote to use as my personal bag and I just stuffed as much as I could into the bag and was on my way.
The Flight & Customer Service. The flight was pretty good. It took off on time and arrived to the destination 20 minutes before the expected arrival time. Now they don't give you any complimentary snacks or beverages, you do have to purchase all snacks except for water and ice, but that didn't bother me because it was only an hour and 15 minute plane ride. They didn't lose my luggage and it was intact when I received it. The staff at the airport and the plane were very kind and patient. After reading the reviews I was expecting to come in contact with a bunch of monsters, but they were totally cool. No complaints.
I'm unsure if others were expecting luxury plane rides for low prices. But for what I paid for the overall flight, the service was up to par. Now if you're used to fling lavishly, you may want to get a jet and fly, but if you're like me and you want to make sure you're comfortable, safe, in a clean environment and saving a little money.. then Spirit is definitely the airline for you.