Spirit Airlines - Page 4

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1.2 out of 5, based on 101 ratings and
424 reviews & complaints.

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Absurd Hidden Fees, No Customer Service
Posted by on
Rating: 1/51
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 dime'd to death.
     
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Don't Fly Spirit Air if You Need to Be Somewhere on Time
Posted by on
Rating: 1/51
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.
     
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Spirit Airline Employee Customer Service
Posted by on
Rating: 5/51
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 over sized) 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!
     
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Run Forest Run
Posted by on
Rating: 1/51
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..............................."
     
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Never Fly Spirit Again
Posted by on
Rating: 1/51
MIRAMAR, FLORIDA -- I paid for a one way flight from Ft Lauderdale to Boston for my son on Nov 26 2012 for a flight leaving at 7:am on Dec 7 2012.

We arrived at the airport at about 5:30 am, 1 1/2 hours before departure. He tried to get his boarding pass at the kiosk and it told him that he had to see an agent. He waited in line and tried another kiosk with the same result. Then he got in line behind about 20 other people and waited.

Many people ahead of him were angry and it took him until about 6:10 am to reach the agent who told him that the flight had "closed out at 5:30 am and that he could either pay $112 extra and fly home at 8:00 pm that night or pay about $50 more and fly at 7:00 the next day.

They must have sold his seat to someone else for more money just as they charged him more money for his flight.

We will never fly Spirit, again. I won't bore you with the details of my attempts to contact Spirit by phone. Just understand that it is not possible.
     
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Don't Fly Spirit Airlines
Posted by on
Rating: 1/51
MIRIMAR, FLORIDA -- I booked a flight from DFW-BOS on Spirit Airlines. I took sick over in the night and could not make the flight. I called gave the CSA my confirmation number while regurgitating and could barely talk, dizzy, head swimming, told her would call her back. I called back about 45 minutes or so later to reschedule and was told I No-Showed the flight, lost my money, and they refused to let me speak with a supervisor; said no supervisor on duty that late, very rude people! I spoke with 6 different agents including Management in some over-seas country in India, where Spirit OUTSOURCES their jobs. I was told they could only find several places where I called in but could not find the original call. I don't know what happened to their computer system in tracking calls. However, at least 3 of the calls couldn't be found (how convenient). You can't understand their CSA's, and they can't understand you. The service is terrible! I had to hang up and call back several times to get someone I could understand. I kept having to ask them to please slow down and speak where I could understand them, and most of the time still couldn't understand them. Spirit couldn't care less about their customers they just want your money! Spirit said I should have purchased sick insurance (more money for them) and Spirit would not accept my physician's statement (said "we don't accept medical statements from doctors")so I could pay whatever cancellation fee and re-book the flight; they told me too bad about me being sick, and that they were keeping my money. I was told that their customer service person advised me to purchase sick insurance when I booked the reservation; that's not true. Nobody said anything to me about purchasing sick insurance. I asked for the Better Business Bureau information and didn't get that either. Please take my advice. Do not fly Spirit Airlines!
     
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Death tax not included
Posted by on
Rating: 1/51
I recently flew to Florida to visit my parents. While there my father died. Obviously, I needed to reschedule my return flight as I would be at his funeral that day. Spirit is the only airline that I know of that does not wave change fees due to a death in the family. I was told by Stetson in customer service that he was very sorry for my loss but the company policy for changing flights would not be waved. Bottom line...condolences at Spirit Airlines cost 125.00 per ticket. Stetson refused to allow me to speak to a supervisor. There is absolutely no humanity in this company. I told them to shove the tickets. I flew back on US Airways for ten dollars more per ticket than Spirit's change fee would have cost me. The service was excellent, and they were shocked to hear my Spirit story. Understand that this company, Spirit, has a policy that does not care about you regardless of your situation. They will charge you every penny they can even in your darkest hours! If you must fly them...be aware they will do nothing for you without a charge. They have in fact lost all humanity. BEWARE!
     
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Spirit's Corporate Headquarters Telephone Number - Real People Answer Here
Posted by on
I had to search through the corporate registrations with the State of Florida to find this information. www.sunbiz.org.

SPIRIT AIRLINES will NOT give out this information if you ask their representatives at the number given on their website. You will only get people who will book reservations. THE CORPORATE HEADQUARTERS NUMBER IN MIRAMAR IS 954-447-7965 OR 954-628-4895 !!!
     
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Take your money elsewhere or you will be sorry!
Posted by on
FT. LAUDERDALE, FLORIDA -- I arrived at the airport at 4:30 AM because my flight was leaving at 6 AM on the dot. I saw a large crowd of people waiting in various lines and should have known there would be a problem. I proceeded to the kiosk to check in since I was NOT checking in any bags and only had a my purse and suitcase that fits in the overhead bin of the plane. I saw that they were charging $38 for checked bags and entered 0 since again, I knew I could bring my bag on the plane. I printed the boarding pass and headed to security when the woman stopped me and told me I had to PAY for my bag even if I was NOT checking it! At first she tried to tell me it would not fit. Having flown just recently over Thanksgiving I knew this was a lie, and I overhead her then speak to another agent in Spanish that I would have to pay. They assumed that I did not understand what they were saying but stupidity comes in all colors because her small mind would never guess that I speak several languages FLUENTLY. Never mind the fact that other airlines only charge to check bags but not Spirit who will get as much money as they can out of you. Since I already had my boarding pass I proceeded to the "full service" line with other frustrated passengers. This line was NOT moving and I saw the other 2 lines go ahead of me with no employees offering the help us in the "full service" line which was really no service. I went back to the kiosk to attempt to pay for my bag and was charged $40 when originally it was $38. To my surprise after I paid $40 the machine refused to print out my receipt!!!! I had no proof of paying! Back to the line I go!. 45 minutes had already passes and at this time they were calling for all passengers bound for NY (which was me) So I went to the service agent along with a few others. He then proceeded to tell me that I had not paid for my bag. I told him I did and that the machine would not print out a receipt. He told me to go the fast bag line (which I was just standing in) while pointing to the self service line! Well which one is it? He pointed to one line while simultaneously saying to go to another! I then got back in line to the line that he pointed to. Then someone made an announcement that if you had a boarding pass to go to the fast bag line! I had already been in that line twice!!! Now I switch BACK to that line!

While waiting in that line I see an employee ushering people in a separate line and overhear him saying that line was not NY bound passengers! He never made an announcement so then I go to that line! Over an hour has passed at this point. I finally get to see an agent told her I paid $40 for the bag and the receipt would not print out. She printed a receipt and told me to go through the security to gate L-9. I was so frazzled at this point after going through security, I'm rushing to get to the gate.

When I get to gate I realized I have been so stressed out by Spirit airlines and their circus act of check in process that I had misplaced not only my receipt, my boarding pass, AND my driver license! The agent at the gate asked for my information, printed me another boarding pass since I could not locate mine. Another agent handed me my pass then had the nerve to tell me I never paid for my bag!!!! "Jerome", who had stopped me from boarding before, "Jerome" who pointed to one line while telling me to go to another, "Jerome" who now thinks that somehow I snuck past the agent without paying $40 for my bag, was now trying to stop me AGAIN at the gate while the plane was fully boarded. The other agent told me to board anyway. Does "Jerome" want to call my bank to verify the charges? At this point it was around 5:55 am and the plane was scheduled for 6. I had spent all that time going in circles in their check in zoo with no agents there directing people where to go or what to do.

Once the plane got off the ground. I was going to request water on the plane. No, never mind that since Spirit charges for anything and everything. I had not eaten nor had anything to drink and was certainly not going give them another dime for water.

Fortunately, or unfortunately I should say my DL now needs to be replaced because of that nightmare of Spirit. Incompetence at its best I know I will be sticking to American Airlines from now on. It was not a deal as I will have to pay an extra $80 for bags. Now my trip will cost more money than had I used American, Usair, or any other major airline. Total ripoff and not worth the headache.
     
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Free Vouchers For Compensation Is More Like Punishment!
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FLORIDA -- I was vacationing with my family in Orlando, Florida from Tuesday, November 29 to Sunday, December 4, 2011. On Friday, December 2, I received a voicemail from Spirit airlines. It was hard to understand because the woman had a very thick Indian accent, but from what I could understand from the message, she said that our flight has been downgraded for December 4th and I needed to call them to be accommodated. So I call back (while I’m in Disney World) and she says the flight from Orlando to Atlantic City has been cancelled due to mechanical issues. So I ask why they can’t get another plane by Sunday, since it is Friday afternoon. She said they were unable to do that and I would have 3 options in order to get home. OPTION #1-Fly out Monday, December 5th at our original time 10:44am-12:57pm, OPTION #2- Fly to Ft. Lauderdale at 8:50am, arrival time 9:50am. Then depart Ft. Lauderdale at 3:15pm and arrive in Atlantic City at 5:35pm. That’s SIX HOURS of doing nothing!!! OPTION #3- Drive to Ft. Lauderdale and take the flight there later that day. I had NO choice but to choose Option#2 since I had to be at work Monday morning and Ft. Lauderdale was a 4 hour drive from Orlando! I asked how would I be compensated for the inconvenience because my mother suffers from Multiple Sclerosis and is in a wheelchair and she said we would each receive a $500 voucher for a future round trip flight. I would need to call back to get the voucher number so I called the next day (Saturday) and the man would not give me the numbers! After arguing with him for several minutes that I was entitled to it, he eventually gave them to me and said that I had 2 months to book a flight because after that, the vouchers would expire. So I ask him what date would they expire and he tells me December 31, 2011! Ummmm…that’s not 2 months!

Fast forward Sunday, December 4th. We arrive at the airport and check in by 6:45am. As we sat at our gate waiting to board the place, I looked over at the next gate and to my SHOCK, my original flight to Atlantic City was flying out ON TIME!!!!!!!!!!!!!!! So I immediately approach the woman behind the Spirit counter and ask if that was a mistake and she said NO! So explained that the plane was changed from a bigger plane to a smaller plane, therefore people had to be bumped off the flight! The flight was cancelled and downgraded. So I ask, how do they determine who gets bumped off? She says they do it by when you book your reservation. I booked my reservation in early September and the plane was empty so that was a LIE! So I call the customer service number and I get a man with a very thick Indian accent and I ask him why I was bumped off the place. He could not provide an explanation so I told him to transfer me to a manager. The manager, David Waters with an even THICKER Indian accent tells me that he has in his computer that I agreed to be bumped off the flight!!!!! I ask him why the hell I would agree to that, especially when I have my mother in a wheelchair!!!!!!! No explanation again! I told him I was NEVER given the option of being on the smaller plane! I told him to play the conversation from Friday, since they claim they record it and he said he was unable to do that!! And from my observations from our Ft. Lauderdale flight, there was only 1 other family that was also flying back to Atlantic City which was 2 older grandparents with their young grandchild.

So they couldn’t find room for 6 people on the new flight???? WORST AIRLINE EVER!!!! And I will NOT be using the vouchers because it is NOT worth the aggravation and wasted time! You really to do get what you pay for!!!!
     
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