We had a round trip ticket with Spirit Airlines to Las Vegas departing from Denver May 9, 2013, returning May 12, 2013. We arrived at DIA at 9:30 am. Our flight was to leave at 11:50 am. We boarded the plane 40 minutes late, made it out to the runway and were told we were returning to the gate for an issue with the hydraulics. We were told this would take about 2-3 hours to repair. Our depart time was changed to 2 pm. At 2, we were told it was now 3 pm. At 3, we were told it was now 4 pm. Finally around 5 pm, we boarded the plane. Just an aside, the flight attendants were very rude.
The woman next to me was told “you need to put your bag under the seat”. She was Asian and didn't understand English very well. When she asked for clarification, she was told “you need to put your bag under the seat now!!” This woman just spent 5 hours sitting in the airport waiting for a flight. I think a "please" was in order not a barking command. We again made it out to the runway and were told we had to return to the gate as there was an issue with the braking system. Passengers became very upset (not unruly or out of line) at this point and Spirit had the DIA police waiting at the gate when we returned. The supervisor came over the intercom.
Several of the passengers could not hear and he was asked to speak up, he told us “this is as loud as it gets folks”. He was non-apologetic as were all of the Spirit employees. They were actually intimidating toward us, telling us to be quiet and not cause trouble. The employees consistently had the attitude that the passengers were out of line . We were not offered food, drink or anything in the 12 hours we spent at the airport. My companion and I had serious reservations about the safety of the plane and decided to cancel our flight and book another.
We were given our refund and assured that our bags would be taken off the plane and would arrive at carousel 5.
When we and several other passengers that had cancelled their flights were waiting for our bags, a Spirit employee came up and informed us that our bags were on the way to Las Vegas and wouldn't be back until 11:45 the next morning. Many of us live hours away from the airport and could not go home and come back the next morning. When we asked about hotel vouchers, we were told no vouchers would be issued. The employees were extremely arrogant and indifferent toward our complaints, treating us as if we were in the wrong.
We were hesitant to book another flight as our bags would be headed back to Denver. When we were still in the airport trying to figure out what to do, we noticed the Spirit airlines ticketing had a line of people. It turns out the flight went out again and came back to the gate for a mechanical problem. The flight was finally cancelled. We did get our luggage back that evening. Then we felt safe booking another flight but by that time the seats were full as they were taken by other passengers from the Spirit flight.
We booked our own hotel room as it was 10 pm by the time we left the airport. We saw another passenger at the hotel. He said Spirit did get him on a flight out in the am with Frontier however, would not give him a hotel voucher. The Frontier employee was very sympathetic and gave him a hotel voucher. Now that is customer service. When we called Spirit the next morning, we were told we would be issued a 50$ voucher to fly with Spirit again but they could do nothing more for us.
I am a nurse at Children's Hospital and a single mom. It is very rare for me to get time away to go somewhere for R&R. I had been looking forward to this trip for 2 mos. Thanks to Spirit Airlines, my rare 4-day weekend away was ruined. The arrogance and indifference displayed by the Spirit employees was appalling. I have never, in my 48 years, experienced such poor customer service.
FT LAUDERDALE, TEXAS -- I would like to let it be known about my first trip with Spirit Airlines. I am a very dissatisfied customer and never been treated so rudely and as if I'm incapable of following rules well. On my trip to Ft Lauderdale, FL I wanted to save some money so I decided to fly with Spirit Airlines. I purchased my ticket through CheapAir.com which I have used before but this time was not aware baggage was not included. I did my research to find out after paying $232.00 for a round trip ticket that it would be an additional fee for baggage. That was a little disturbing due to it was not brought to my attention and I had the impression baggage fees was included.
Needless to say I end up paying $70.00 for my luggage to ride round trip which is ridiculous. That's not all; I was on time for my flight that was departing to Ft Lauderdale. I received my boarding pass and went to check my bag and then I get to security. The security checked everything and just because I had skin lotion in my bag that was an ounce bigger than the 3 ounces that they allow I had to make a choice to throw it away or put it in my luggage.
I was not going to throw anything away my hard money paid for; I decided to put it in my luggage. That means I had to get out the security line I waited in for 30-45min to go to the customer service line to call for my luggage that took another 10-15 min for them to bring back up. Once I received my luggage I had to start all over again which was making me later and later. I reached customer service representative finally to check my luggage again that I waited in line another 15-20 min for and to find out my plane left. Then the customer service advised me due to me missing my flight I would have to pay an additional $70.00 to reschedule my flight.
At that point I was livid but still remained calm and paid the fee of $70 just to enjoy my trip to Ft Lauderdale, FL. I do say I enjoyed my trip and then I had to return back to Dallas, TX! My flight was supposed to leave out on a Saturday morning and do I remind you I was on time again at least 2 hrs ahead of schedule.
I received my boarding pass and check my bag, the customer service representative advised me due to my luggage being 51 lbs I had to pay an additional $25 to another customer service representative in a whole different line. Which mean I was waiting again all together a little over an hour which I was still calm and charged it on my card so I can get home and to never use this company again. In the process guess what??? I miss my flight again and the representative told me that she can reschedule me due to I was already there when the plane was departing and there will be no additional fee.
Now that really top the cake, so you mean to tell me I came out of pocket $70 to reschedule my first flight when I was already at the freaking airport? The customer service rescheduled and I went ahead and checked my bag so I don't have to deal with any more lines when I returned. I returned that night to catch my flight and this time I made sure I was 4 hrs early. I sat by my gate the whole time and the boarding time came up and when I looked at the screen the destination was changed.
I ask an attendant what was going and these are her exact words "Dallas was boarded at another gate and I announced it on the intercom and if you was listening you would have known that!" I walked away to go speak with a supervisor which I had to wait another 45-60 mins to get assistance. I tried to explain my situation and at this point I am livid and entirely fed up. I ask "When is the next flight and am I able to leave ASAP due to my bag was already in Dallas?" The supervisor told me that was nothing she can do, the soonest available flight was on Monday. Do I remind you this is Saturday and I have 'NO' clothes.
I advised her that was not acceptable and I will need to be accommodated for my needs. She said She cannot offer me anything but to reschedule for Monday; she will not refund me and will not provide a hotel room. I have a choice to take the flight Monday or nothing at all! That's when I snapped, she was very rude and I thought you supposed to do your best to satisfy your customers. I myself am a Supervisor and I would at least advise the customer to allow me to see what I can do to assist you and not there is anything I can do. I was unable to bring to her attention on the rude attendant because after that she walked away.
There was an attendant that was standing there and I wish I would have taken her name down cause she tried her best to assist me and put me on standby for Sunday morning and submitted a request for my refund I had ask the supervisor for. I have never flown with any other airlines and received this horrible service before and I will make it my purpose to bring this to everyone that I know attention. They will never get my money again and I will make sure I let everyone know mainly after seeing 15-20 customers pissed off at the airlines for whatever reason.
Thanks for listening. They will never get my money again.
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.
The baggage fees are outlandish. I got an email saying that if you checked 1 bag at the airport, it would be $100. It's cheaper if you do it in advance. Fine, I did it in advance. The $100 fee for checking at the airport is much, much higher than any other airline I've ever heard of. In addition to checked bags, they even charge you for bringing carry-ons! Additionally, it appears online that you cannot reserve any seat at all without paying another seat fee. (I understand that most airlines charge you for some premiums seats and upgrades - Spirit apparently charges you extra for ANY seat.)
I tried checking in online and got a message advising me that I needed to call a phone number to get "additional assistance" from a customer service representative I called the number. A recording picked up and gave me a different number to call. I called that number. I got menu after menu of unhelpful automated options. You could not press "0" to get to an operator. After 10 minutes of navigating menus, I thought I was finally about to get to a human on the phone to assist with whatever problem was preventing me from checking in online. I was then advised that "Spirit charges a fee for taking certain phone calls. If you would like to disconnect, press 3." Ridiculous. I hung up.
The flight isn't even until tomorrow and I already utterly regret patronizing this airline. This is my first experience with Spirit and it will certainly be the last. The customer service is nonexistent, and by the time you add in all the hidden fees, it would have been much cheaper to go with a different airline. As I only chose this flight based upon pricing to start with, I feel misled by the cost structure and nickel and dimed to death.
PORTLAND, OREGON -- My flight with Spirit Air was delayed causing us to miss a party that had I planned for my husband's 50th birthday celebration. The most shocking part of it was the treatment that I received at the counter. I requested to be rerouted on a flight that was not delayed. The 'customer service' representative Mark demanded to know why he would do that and told me that planes are delayed all the time. When I tried to answer him and tell him why it was so important for me to be there on time, he cut me off and told me that he was not going to reroute me. He did however give me a solution, and that was to give me a full refund so that I could 'go find another airline to fly with!'
I told him this was my first time with Spirit Airlines and that I would not be flying with them again. He let me know that he didn't care if I NEVER flew with Spirit again and repeated that he could give me a full refund. The other customer service representative Eden chimed in that it was only a 2 hr. and 40 min. delay. Somehow that was supposed to make me feel better about missing my reservations and the guest of honor not being there for his party.
When I went back to the counter and spoke to Eden to find out what Mark's name was, she gave me only his first name. When I asked for his last name, she pushed her eyebrows together and told me that his first name was all I needed to know.
Needless to say, I now have a group of friends in Vegas and we are here at home in Portland. To Mark's surprise, I took him up on his offer for a full refund and called my friends. I am now going to tell as many people as I can reach, pay a little extra and fly with a company who understands customer service and respects their customer's time. It's crazy to me that in an economy such as the one we have, that Spirit Airlines can't find anyone with customer service skills to represent their company.
FLORIDA -- My son and I arrived at the ticket counter at 3:30 pm for 5:30 pm flight from BOS to FTL. I tried to print out our boarding passes but nothing comes up on the computer screen. Spirit personnel look into their computer, and informs us we are "no shows" for yesterday's flight 615. I explained I booked for the 28th but their computer insists the 27th.
I asked the flight reps if they could put us on today's day's flight but they say "sorry booked up." No "we will try standby". I ask "any other flights?" NOPE. They did offer to sell us another airline's ticket at $267 each plus, plus plus... No refunds, no alternative flights, just tough crap, you are screwed. Go back home.
Well... we will see. Calling Corporate tomorrow to see what I can accomplish. Otherwise, I have since "disputed the Spirit Charges on my credit card, and will file a complaint with Consumer Affairs as well.. Not looking for a refund, only just the value of my ticket prices for a future flight.
BTW.. Forget customer service. Eastern Indians that you may have some difficulty understanding. I have several close Eastern Indian friends, and I understand the accents very well, but these customer service reps are the worst. They may as well be a robot with a accent that is difficult to understand and decipher. All they do is spout what the computer tells them to say. One can tell they are reading a corporate written response. They always begin: "I understand and I am sorry..." bla bla bla.
We will see if we can get some satisfaction from what seems an otherwise "1984" type institution that claims to be in the customer service business. Meanwhile, from what I have seen and experienced so far w/ Spirit; "RUN FOREST RUN..."
DENVER, COLORADO -- My daughter flew from Dallas to Denver on April 7th 2013 with Spirit Airlines. When she checked in at the Dallas airport, she was told to check her baby's car seat (as it was labeled oversized) with a TSA officer so that it can be placed on the flight that she was on. When she got to Denver the car seat didn't arrive. My husband and I panicked as we live 100 miles from the airport and it was late on a Sunday when businesses close early. Buying a new car seat would have meant driving into Denver and locating a store that sells infant car seats. The Denver airport is located very east of Denver, out on the plains.
After we finally came to the conclusion and the discovery that the car seat was never placed on her plane a Spirit Airline manager named Myrna came to our rescue. To make a very long story short, she told us that she would do whatever it took to locate a infant car seat that we could borrow. She was good to her word. After spending a couple of hours locating the missing car seat (left in Dallas) and insuring that it will still be there when my daughter and our grand-baby returns to Dallas, she was able to locate a infant car seat that we could borrow!
She never ever stressed out about the issue and she was very professional and certainly a perfect example of how customer service should be! She made us feel confident that she would take care of us and remedy our problem... and she certainly did!! Thanks so much Myrna! Spirit Airlines need you to teach others how customer service should be!! We will never forget you!
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!