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.
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.
CHICAGO, ILLINOIS -- Booked air ticket in April 2013 for niece wedding in November through Cheapoair on Spirit Airlines. Tried to print boarding passes 24 hrs before flight. Unable to. Contacted Cheapoair and advised we were "dropped" from flight. Were to fly November 7th for a November 9th wedding. My husband is in esophagus cancer treatment. At 2 pm on November 6th started driving to New Orleans due to husband's desire to attend wedding. I did all driving, I am 72 yrs old but to see all relatives most important.
We were offered a replacement flight on Delta flight #6160 through Cincinnati at cost of $1748. Unable to pay. Brian at Cheapoair (would not give last name) advised us of this info. How can airline company drop customers from a flight when dollars accepted for said flight in April 2013?
CHICAGO ROSEMONT, ILLINOIS -- Yesterday I was traveling with my pet and arrived at the ticketing counter well before my flight as they require in order to check her in. At the ticketing counter they INSISTED on charging me $50 for her carrier because they insisted it was larger than their 'free personal item' size requirement.. they went so far as ordering me to INHUMANELY DUNK my poor animal UPSIDE DOWN in this carrier to determine its size. TWICE. The abhorrently rude young woman behind the counter gave me all sorts of unnecessary sass and attitude. The experience was extremely uncomfortable, upsetting, and I nearly missed the flight over it.
I couldn't sleep all the following night reliving the nightmare. This morning I actually googled their pet carrier policy: Spirit's own website reveals they accept pet carriers sized 9x18x14 NOT AS PERSONAL ITEMS that must fit in a bin of 16x14x12!! YOU WOULD THINK ONE of the 10 representatives behind the counter including their supervisor would be aware of their own policies! Traumatizing!! This whole staff is in dire need of retraining - at best.
RICHMOND, VIRGINIA -- I am very disappointed in Spirit Airlines and their reservation change policies in an emergency situation. My pregnant daughter-in-law and two grandchildren are in Panama, scheduled to return to the USA on 9/3. She began to have complications with her pregnancy and needs to fly back to the US. She called and the change in reservation fees are over $1000; we saved money a long time to send her down there to visit her family that she hadn't seen in 3 years; and cannot afford to pay the fees. She called there, called the call center; wrote to Spirit's CEO asking for a hardship credit or waiver; and they sent a canned response that they were unable to assist.
Worse than that, their canned response advised her to give her ticket to someone else for a nominal fee; she should have bought insurance or used her credit card insurance option, etc. I truly understand policies are place, but this is extenuating circumstances and I am very disappointed in Mr. ** response to her plea of assistance. The ending statement was basically that they hope she had a good pregnancy and delivery. Again, I cannot reiterate enough how disappointed we are in Spirit Airline's lack of empathy for their customers in a time of great need and their focus on profiting from a customer in a difficult situation.
ORLANDO, FLORIDA -- On July 31, 2013 my wife and I arrived at 2005 for an outbound flight on Spirit Airlines flight 303 going to Ft. Lauderdale and proceeding to Aguadilla, Puerto Rico (BQN) on flight 371. We arrived 1 hour prior to the flight and we waited patiently and observed as people were arguing their point of view. Upon arrival to the counter the supervisor told us "you're late the flight" even though it was only 20:25. She put us in as 20:32 arrival and sold us 2 standby tickets.
The next day we arrived 3 hours early and as we conversed with a doctor only to find out that the flight was overbooked the night before. Why didn't they tell us the truth? I purchased my tickets through Travelocity and had insurance on them because it is not my first time traveling, but it was with Spirit.
Upset, very. I missed my son's military ceremony - we're a 4th gen. military family. We also found out that the same flight was overbooked on 08/01/2013. We didn't leave until 08/02/2013. The airline should assign seats as reservations are made to correct this problem and save their counter people some headaches. It will also expedite check-ins.