Spirit Air lacked Christmas Spirit! I can't believe they did this, but three of my children were not allowed to board our flight to December 19th, 2009. I had to leave three family members at Gate D11 while we flew to what seemed a disastrous vacation. My Christmas present for my family of 8 was a Dream Vacation on the new Carnival Dream Ship out of Port Canaveral. I paid over $3,600 for eight seats on Spirit air flight 801 for 9 am out of. We paid another $50 to reserve five seats the night before for my two daughters, my wife and her mom to sit with me. My Cruise was another $8,600 on the new Carnival Dream ship.
Spirit Air overbooked our Christmas Flight and bumped 3 of our 8 family members. It began at 5 am with the family getting ready to leave for the airport. We live in and were surprised with a huge line up for Port Huron Customs at the Slushy roads on Hwy 94 caused more stress. We arrived at Spirit Air Ticket counter at 8:10 am for a 9:00 am flight to find a massive line in front of the Spirit counter. My son immediately approached a Spirit employee at the counter and expressed our concern that the large line up would cause us to miss our flight. We were told by the Spirit airline employee that the line was moving quickly and that there shouldn't be a problem.
However, when we finally made it to the front of the line at 8:25 am, we were told that four of our seats were no longer available due to overbooking. The Spirit employee radioed to the boarding gate to request any passengers to volunteers to wait for the 4 pm flight. Off we go to the security check with my wife's 80 year old mother in a wheel chair. She had a double hip replacement. The pins in her hips set off the alarms and detains us.
My eldest daughter was the first to make it to the boarding gate at 8:35 am, and told the Spirit employee at the boarding gate that the rest of the seven family members were just around the corner, as my mother-in-law was in a wheel chair, and due to her metal pins in her hip replacements, we were slightly delayed in approaching the gate. The Spirit employee at Gate D11 told my daughter that the rest of the family had to be in her presence in order to accommodate them, and with that she called up another woman and her 3 grown children who were the only ones left seated in the boarding area.
My eldest daughter watched in disbelief as this Spirit employee told the woman that she and her three children, who were on standby, could get on this flight and proceeded to board them. The rest of my family arrived in time to see the people who were just given our seats walk towards the loading area. The Spirit employee told me that she now only had seats for all but three family members. We were devastated. Our family was told to decide who would stay and who would continue on to. She unsympathetically hurried us into a hasty division with no time for goodbyes, and left us with no offer of assistance or alternative options.
There was not a speck of concern, care, or customer service extended by this Spirit employee. My eldest daughter, my son, and my son-in-law were left to find another way to get to before our cruise departed at 4 pm from Port Canaveral that afternoon. The rest of the family was left on the Spirit flight to worry and wonder what the outcome of their search would be, and whether we would end up all together on our dream Christmas vacation. After a frenzied search at various ticketing counters (with no help at all from Spirit airlines), and through numerous phone calls for any availability on any airline to, my children were fortunate enough to find the last three seats on a Delta flight.
However, these flights, the numerous phone calls to Spirit and Carnival cruise lines, and their newly required transportation to Port Canaveral - minus the rest of their family - came at a huge cost financially and emotionally. A cost that is the direct result of an oversight and lack of sound judgment on the part of a few Spirit Airline employees. The 3 one way Delta tickets to ($1637.56), alternative ground transportation arrangements from to Port Canaveral ($90), and the phone charges acquired due to their search for flights and questions for Spirit ($156.00) totaled $1883.56.
Thankfully upon returning to at 4:05 pm on Dec 26 a Supervisor at Spirit airlines refunded us the cost of three Spirit flights ($1379.60). Upon hearing of our stressful situation and the trauma that was caused due to the unprofessional actions of a Spirit employee on Dec. 19, the supervisor strongly encouraged me to inform of the lack of courtesy and customer service that we received at the start of our journey. At this time I am requesting that reimburses me for the outstanding bills that I have incurred through this horrendous experience, which is $503.96 US.
I made a major mistake flying Spirit Air. I flew from Chicago to Montego Bay via Ft Lauderdale. They charged $25 PER BAG. That was bad enough, but upon arrival in Montego Bay one of my bags was missing. When I complained at the luggage claim desk I was told "it is not a big deal. This happens all of the time." I told them that I had medication in my bag and they could not have cared less. I was issued a $25 voucher and sent on my way.
After a sleepless night (no meds) I was informed they found the bag in Ft. Lauderdale. They refused to put it on the next flight to Montego Bay. I said they could put the $25 I paid them to another airline to get my bag to me ASAP. All I had in my carry-on was a swim suit, t-shirt, and sandals. My bag did not arrive until 7:30 PM! So the first 2 days of my vacation were ruined. Read on it gets so much better!!
When we were checking in upon departure I advised them that one of my bags was paid for since they did not hold up their end of the bargain on the way there. She said either I pay or the bag would not get on the plane. So I handed her my $25 voucher. She refused to accept it stating it could only be used for future travel. I responded asking why would I ever want to fly with them again? She just stood there with her hand out waiting for my credit card.
Upon arriving at the gate for departure the airport monitors and gate display said the flight was on time. I heard rumblings of a delay. I inquired at the gate. It was now 4:00 and we had a 5:00 departure. I was told the plane had mechanical problems and was still in Ft. Lauderdale. I asked how long was the delay going to be because I was on the Spirit connecting flight to O'Hare. She said "don't worry about the connection you will be sleeping in Ft. Lauderdale." I said that I would prefer to be transferred to another airline in order to get home that night. She said she would call her boss.
I waited 30 minutes and inquired again. I was that they would not transfer me. I checked the Air Jamaica desk and found open seats on a direct flight to Chicago. I returned to the Spirit desk and asked to be transferred and they refused. I then asked for my luggage and said I would buy the Air Jamaica tickets on own. They REFUSED to give me my luggage. I said it was not on the plane, because it was still in Florida, and I insisted they got my luggage. They continually refused.
They did not announce the delay until 2 minute AFTER the scheduled departure time! We did not get to Fort Lauderdale until after 10:00 and did not get to bed until after midnight only to get up at 4:00 for the airport shuttle. Keep reading it gets better.
Our flight left on time. When over Atlanta the pilot came on the intercom. He advised us that one of the flight attendants was not feeling well and we would be RETURNING TO FT. LAUDERDALE!!! We flew back dropped her off, refueled, waited for clearance and took off again. So THREE HOURS after we turned around we were over Atlanta again. I called customer service and was told to send this complaint from their website. Guess what? You can't contact them via email.
Like many others, I am an avid traveller, both for business and pleasure. Having this lifestyle has taught me a lot about flexibility and patience along with the value of customer service. My background is in business and I have learned that those companies that place high importance on customer service are the ones left standing when others fail. I recently chose to experience Spirit Airlines for the first time. I was impressed by your ultra low cost carrier model and the flight routes. However, I am now convinced that the hassle, tears and utter disrespect caused by your company were not worth the cheap fare.
My younger sister and I chose to travel to Puerto Rico via Spirit Airlines. I flew from Boston with two layovers while she flew from Detroit with one layover. The trouble for her began when she forgot her phone in the car. Our mother ran it in to Spirit over 90 minutes prior to takeoff and spoke with a representative who said she would take it straight to my sister at her gate. The woman never appeared, nor was my sister paged. When I tried to contact Spirit customer service, I spoke with **, a manager in Bangalore about connecting me with Spirit baggage claim in Detroit.
He was completely powerless to give out a phone number accessible to anyone with online access or a phonebook! His recommendation was to look it up online myself – which I would have been happy to do if Spirit had not put me on a five hour layover! My mother tried calling from her end. It took over two hours and eight frustrating calls to find someone competent enough to find the phone. The trouble on my end started when I boarded my first flight. There was insufficient space provided for carry-on luggage, even though the airline encourages only having carry-on.
A flight attendant took my bag from me and asked my seat number, saying that she would take my bag and bring me a ticket. I assumed that she was placing my bag at the front of the plane. However, when she did not give me a ticket after takeoff, I became worried and asked what she had done with it. She had checked it, but she was not sure where it would turn up, nor did she have a tracking ticket for me. Her solution: Just deboard the plane during our layover, exit the terminal, find my bag at the luggage pick up, go through security again, and get back on the next flight, hopefully in time and having more space to store my bag.
When I exited the plane, I spoke with seven staff members and was appalled by the lack of customer service and of empowerment to help resolve the issue. I did end up going to baggage claim and speaking with ONE kind and helpful person in the Fort Lauderdale Spirit Baggage Claim. Unfortunately, he could not find my bag. Thus, I rushed back through security and boarded my plane, now worried that Spirit had managed to lose my carry-on bag. When we landed in Puerto Rico, we waited for an hour and thankfully, magically, my bag did appear – without a tag and with my outer clip stolen.
As I am on the road for nine months and the bag was 50% of my belongings, I was grateful. Losing a bag is common among all airlines so I let my anger go. However, I was soon to discover that the incompetent staff, rude attitudes and complete disrespect for clients run deep in the culture of Spirit Airlines. On our way home we arrived at the terminal in Puerto Rico almost two hours early to check-in in for my sister's flight home. She was to depart San Juan at 3:15 am and my flight was around 6:58 am.
When we arrived we soon discovered that her flight to Fort Lauderdale had been cancelled. How did we discover this? By waiting in line for over four hours and hearing rumors. Not once did the Spirit staff find the decency to explain what was going on. When we finally made it to the front of the line, I watched, appalled, while **, a Spirit Customer Service Representative, allowed a friend of his to cut in front of us and check in, even though they had just arrived. (They gave each other a high-five while I asked why he was not serving us.) Why the long wait? Why the total lack of communication? Why the rude behavior? It certainly was not because they were short-staffed.
I counted five people standing around talking about their holidays behind the counter, while we waited. When we did finally speak with someone, she was going to put my sister, who graduated high school the week prior, on a tentative flight out of the country after me. I explained that we are family and that she must fly out before me or on the same flight, but not after because 1) she does not speak Spanish and 2) I had seen enough to know not to trust the competence of the Spirit staff.
When I called the customer service number, their only response was that they would fly her out within two days without making sure she was safe in a hotel and that all other information was up to the staff in the departing terminal. Wow. Spirit told me to leave my little sister alone in a country where she does not know the language and does not own a credit card. What a brilliant idea. After waiting for another two hours, we stood by the gate and prayed that she could get on standby for my flight. The staff did nothing to make sure she was moved to the front of the list as to not separate family. Thankfully, she was one of the last people to make it on.
Once in Fort Lauderdale, we tried to speak with a customer service representative again to find out what our options were. Strangely, there was no one who would take the time to help! We exited the terminal and went to the ticket counter where one person was kind enough to give us some advice. My flight back to Boston was delayed. Her flight to Detroit was delayed by over 45 minutes. My sister sat down on her confirmed seat to Detroit after a seven hour layover (please keep in mind that we cut our trip short in order for her to be back home in time for an event that evening, which she was forced to miss).
Moments later, another person appeared with the same seat assignment! My sister was pushed to tears for the third time that day. They escorted her off the plane and told her she was not even in the computer, even though Spirit had given her a ticket and told her she was good to go. Thankfully, a seat opened and she was able to go home. What would have happened if the flight was full? I am terrified to even think about it. As a working professional and as a family person, I am utterly disgusted by the behavior and the deplorable treatment of customers exhibited by the vast majority of the Spirit staff.
As one who regularly provides travel advice to many people, I am positive of only one thing when it comes to Spirit Airlines: This is the worst company (not just airline) that I have ever come in contact with and whatever a customer might “save” monetarily will be lost through the airline wasting their customer's time and treating them with less dignity than a piece of expendable furniture. It is my hope that you as the CEO will take this seriously and begin to change the culture of the organization. Great airlines are needed and you have some of the infrastructure in place. Now act like you care for continued business.
FOLLOW-UP: Spirit Airlines did respond with an apology stating that this is not normal behavior for the airline. No concessions were made to rectify how we were treated. Strangely, the letter was never finished... the sentence trailed off and the last two letters of the mail read "fu". Coincidence? I think not. What a disappointing company.
FT LAUDERDALE, FLORIDA -- I know this is long, but PLEASE read all of it... It could really save you!!! Alright... So I just got back from my week long, much needed, vacation in Montego Bay, Jamaica. (I had a great time down there.) When I booked the trip, CheapTickets.com showed that Spirit Airlines was the cheapest carrier. I had never heard of them, but figured they wouldn't be much different than any other carrier. Boy was I wrong!!! Everything started out a week before my flight. After doing some research online, I learned that Spirit charges for checked luggage (as United now does as well).
At the time, It was $5 per piece in advance, $10 on the day of your flight. (This went up to $10 and $20 on 20 Feb 08.) So, I showed up to the airport on Monday (six days before my flight) to pay for my luggage, so I wouldn't have anything to worry about the day of my flight. The guy initially tells me to just do it the day of the flight, but since I had driven down there and paid for parking, I wanted to just get it done with. As I show the desk agent my ID, we says, "Oh! You're active duty military? We don't charge you guys." So, I'm like, "Okay... Well, can I get your name, so I have you as a contact of who told me this?" He gives me his name and I'm on my way.
Morning of check-in... I show up with military ID in hand. Guess what? They tell me that only applies to people in uniform. Little piece of information that was obviously left out. (On another note, I'm always a big fan of the fact that we in the Coast Guard are told not to fly in uniform because of security concerns, but Army does it all the time... So pretty much, all these discounts are available to Army only. Nice.) They end up not charging me for my luggage and I'm on my way. The rest of the flight is fine, other than the fact that they charge for EVERYTHING on the plane! A can of soda will cost you $2! Not even a cup of water is free!
Return flight... The terminal in Montego Bay is split in two. Our gate is in the half that is under renovation, so there is no air conditioning. Now, Montego Bay is not exactly cold during any time of the year, so it was roasting in there. The flight we were getting on was 30 minutes late getting into Jamaica due to bad weather in Detroit. The plane finally gets there and we all board. 30 minutes late at this point. As the pilots are doing their checks and everything, the APU (External power for the plane during idle) conks out. Now we have no air circulation on the plane.
After 45 minutes of sitting there boiling in the heat, they decide to open a couple doors, this helps minimally. Apparently the ground crew is looking for the correct cord for the unit to connect to the plane with. At about the hour point, the crew actually passes out water. (Just tiny cups, and they actually don't charge us... Surprise!) After an hour and a half, they FINALLY push back from the gate. At this point, I know unless my flight to Washington, DC (DCA) that connects in Ft. Lauderdale (FLL) is delayed, I'm missing my flight. We get into Ft. Lauderdale... Halfway home!
Only problem is, I am the first person through customs, first one with my bags, and first one to literally sprint down the concourse to the flight. G-o-n-e. Why does this suck? Well, there are only two flights from FLL to DCA in a day and that was the last one. No one stood a chance of getting on the flight, it was gone. (Despite the fact that the baggage guy told me that if I ran, I'd make it. After training like I have been, there was no way anyone could have been faster.) So, no dice on the flight and I make my way up to the counter to rebook.
Long story short here, Spirit acknowledge that the delay is their fault and they set us (me and two other women) up with a voucher for the taxi to our hotel in Miami and a voucher for the hotel. They also gave us a $9 voucher for dinner and a $7 voucher for breakfast. They tell us that the hotel has a shuttle that will bring us to the airport in the morning. Upon arrival to the hotel, Spirit has not called and made reservations or anything for the three of us. The hotel ends up taking care of all that, but they advise us that there is no shuttle to Miami airport, let alone Ft. Lauderdale, which was a good 30-35 minutes away.
My patience has worn thin at this point and I call the reservation line because no one answers the line at FLL. I tell the reservation guy about the problem with the transportation to the airport and he asks me for my flight info. I give it to him and he pulls up my itinerary. He starts talking about available flights, etc and I tell him, "I don't care about the available flights, I am fine with my flights, please do not change them." I continue to tell him that I just need him to figure out what they are going to do about stranding us at the hotel. I ask to speak to a manager, he puts me on hold then comes back on the line. He starts in with the available flights again.
He is CLEARLY not listening and/or comprehending what I need from him. I ask for a manager again and he tell me, "No. Because they have the same information." I ask again and he denies me. He tells me that I just need to call the airport in the morning. I ask the agent for his name and he refuses, I ask him again and he says, 'Thank you for calling Spirit" and hangs up on me. Now that's what I call awesome customer service! Morning comes and I wake up at 4 AM, which is awesome because with everything that happened, I didn't get to bed until midnight. I start calling the airport immediately.
No one answers from 4 AM until 6 AM when I arrive at the airport. (The counter opens at 3 AM, mind you.) So, because of this, I had to pay $72.10 for the taxi to get back to the airport. When I go to check in, magically, my reservation is gone. G-O-N-E. Funny, considering that I had a reservation when I left the airport the night before and the only person who had viewed it since was the wonderful person who hung up on me the night before. I find that just a teeny bit to coincidental for my taste, but they do end up getting it back and getting that squared away.
At this point, I ask about reimbursement for the taxi. I am told that I now need to contact corporate (which I emailed prior to writing this) to seek reimbursement. Judging how stellar they have been thus far at taking care of their customers, I'll hold my breath. What makes this even better is that our taxi driver told us that he no longer takes Spirit vouchers because they stiffed him on reimbursement before. Awesome! They won't reimburse cab drivers, how the hell do I expect them to pay me?!? All the better, is that through this whole situation, everyone at Spirit is VERY apathetic towards us. We pretty much get the, "Sucks to be you" treatment.
No apologies, no sincerity, no nothing. One of the ladies I ended up in this situation with even got stiffed paying $50 for an overweight bag! To get us home on Sunday, vice Monday, they flew us on a Spirit flight to Atlanta (ATL), then a Delta flight into DCA. When we got our bags in ATL, we had to recheck them with Delta. This woman had already paid an overweight fee for her bag with Spirit and now had to pay an additional one for Delta. *Note: We wouldn't have been in this situation if it weren't for Spirit, so she should NOT have been responsible for this cost.
The Delta flight went smoothly and now I'm back home. What a nightmare though! I have NEVER in my life witnessed such callousness towards customers and such a complete lack of customer service in my life. I will not fly with Spirit again if they paid me. If another flight was $100 more, I'd take it, that's how horribly we were treated. I just wanted to let everyone know so you can avoid ruining a vacation. Imagine if this had happened on the way down to Jamaica, instead of on the way home! Spirit Airlines does some intra-East Coast flights and A LOT of flights to the Caribbean and Central and eastern-South America. Please take my advice and be warned!!!
Please pass this on! I don't want this to happen to anyone else! If you think my incident is isolated, Google "Spirit Airlines Complaints" and you'll see you yourself that this is pretty much par for the course! I wish I had before this!!!
On the 18th of December my family and I traveled to Jamaica on Spirit Air. When we were checking in for our flight at LaGuardia we saw about 2 or 3 of our bags that was tagged excess baggage. I demanded to talk to a supervisor about this situation in which he stated that it was done for the safety of the passengers because of the weight issues. He also stated that we may or may not get those bags but we would get it at the end of the day. I said OK that was understandable but the agent should have the decency to tell us from the beginning. My flight was from New York which connected through Fort Lauderdale into Kingston, Jamaica.
This awful journey started when one of the flight attendants told us that the connection into Kingston would be at gate H7. I had a wheelchair passenger and we requested a wheelchair which took a long time to arrive. Quite frankly we waited for the wheelchair for about 25 minutes after all the passengers left the aircraft. After my family and I departed from the aircraft we went to gate H7 just as what the flight attendant told us. To my utter surprise I saw on the screen Air Canada to Toronto. We only had like 10 minutes to catch the connecting flight into Kingston. We started to get nervous because the flight attendant told us the wrong gate.
One of the workers that were assisting with the wheelchair went and found out that the gate was not H7 but F2. My family and I had to run, we had to go outside of the airport to the next terminal go through security once again before finally reaching to the right gate for our departure into Kingston. When I thought everything was about to go smoothly this is only the calm before the storm. As the plane left the gate from Fort Lauderdale into Kingston we were in line ready for take off when the captain told us that they needed to go back to the gate because they were missing some of the luggages.
When we returned to the gate the flight attendant told us the luggage was not balance in the baggage compartment and they are trying to balance it. Spirit Air is such liars. What do they take the customers for - an idiot? While at the gate a commotion erupted at the back of the aircraft in which a lady wanted to get off the plane. The Supervisor came onboard the airplane and eventually she stayed. Afterwards the plane left the gate once again and we were in line for take off when an argument between the flight attendant and a passenger erupted which caused the aircraft to return to the gate once again.
The US Marshalls came and escorted the passenger off the plane. I have never experienced such craziness in my life. I believe the flight attendant should also be reprimanded for her nasty behavior. She showed no etiquette. Finally the airplane departed to Kingston. My family which comprised five people traveled with two bags each which is a total of 10 bags. When we arrived into Kingston to claim our luggages we only received one out of 10 of our luggage. What a shock and utter disgrace. Some of the passengers did not receive any of their bags. The commotion at the Kingston airport is a signal that Spirit Airlines need to get out of Jamaica.
There was absolutely no Spirit Air representative but Jamaican locals taking our claims. They told us that they can deliver our bags to our house. To tell you the honest truth if we waited for Spirit Airlines to deliver our luggage we never get those bags until the end of my vacation. We had to return to the airport the following day which was the Wednesday in which we received 2 bags. Traveled back to the airport on Thursday in which we received 3 bags. On Friday we finally received the remaining of our luggage. It takes money to go back and forth to the airport for those three days.
On our return to New York on Jan 4, 2008 we had to connect in Fort Lauderdale again. While in Fort Lauderdale it took us over 1 hour and 30 minutes to claim our luggage. Each time they were sending us from one carousel to another to see if our luggage were there. Luggage from Montego Bay and Grand Cayman was coming on the same carousel. It was a mess. Eventually we received our luggage and recheck them again in order to go to New York. When we arrived at LGA I probably could count on my fingers how many passengers received their luggage. My family and I traveled with a total of 7 luggage and we only received 4.
The carousel stop with no one to tell us that we were not going to get our luggage until the following day. We made a report in which our luggage was delivered at our home the following night. What I hate about Spirit Air, just because they offer cheap prices it means it gives them the authority to treat their customers like garbage. If you pay $5 for each bags to reach your destination it should be there with you. This company is a thief and a hustler. They charge you for everything even for God-made water. This company is not a business for the consumer but a scam to suck out customers of their money.
This was my worst traveled experience ever and want to be compensated in some way. I can surely tell you that I will never travel on that airline again. I am in the travel agent business and will never recommend anyone to take Spirit Airlines. I would rather pay $600 dollars on Air Jamaica or American Airlines than going through the horrendous experience. I need some type of apology and compensation for what should be a wonderful start to a vacation that became a disaster.
FT. LAUDERDALE, FLORIDA -- Before I begin my horror story with Spirit Airlines, I must urge everyone to send an email to the DOT at firstname.lastname@example.org to file a formal complaint against any airline. The DOT sends a monthly report to the airline and the NEWS MEDIA and then charges the airline for the report. You can also write to them at: Aviation Consumer Protection Division, C-75, U.S. Department of Transportation 1200 New Jersey Ave, SE Washington, D.C. 20590. OR VISIT THEIR WEBSITE AT http://airconsumer.ost.dot.gov.
I booked three (3) roundtrip tickets leaving from Ft. Lauderdale International Airport arriving at La Guardia Airport for a wedding that I was to attend as part of the bridal party. The flight was scheduled to leave at 8:05 p.m. on Thursday, September 20, 2007. Upon arriving at the airport at 7:00 p.m. (1 hour before the scheduled departure), we encountered a line as long as the lines you find in an amusement park, such as Disney World. They had all types of departing flights lined up in a single line. Everyone was confused and the agents were not helpful in assisting anyone.
Upon approaching Spirit Airlines' agents to inquire as to where we should check in, the agents simply brushed us off and told us to get in line. They wouldn't even let us speak. It was the most chaotic thing I've ever experienced at an airport. After waiting nearly half an hour, we were afraid we were never going to make it to the ticket counter and demanded one of the agents to assist us, as our flight would be boarding soon. The ticketing agent told us we had to pay $70 per passenger to re-book, as our flight had already taken off. Please keep in mind the time was only 7:30 p.m. and our flight was not scheduled to leave until 8:05 p.m.
We were backed by several angry passengers who were also in line for more than an hour and who were told they had missed their flights and had to pay $70 to re-book. After long discussions back and forth with several ticket agents, including the supervisor, we were re-booked at no charge for a flight the following morning at 5:00 a.m. We had no choice but to stay at a hotel nearby in order to get to the airport three (3) hours in advance as the ticket agent suggested for us to do.
The following morning when we arrived at the airport at 2:00 a.m., we found a long line of passengers who “missed” their flights the night before. However, there were no ticketing agents at the counter. The ticket counters were closed and did not open until 4:00 a.m. To add to our already unexpected expense of paying for a hotel, we were charged $10 per luggage that we checked in. Unbelievably, on our return flight from La Guardia to Ft. Lauderdale, I tried checking in on-line to get a $5 discount per luggage being checked in. Conveniently, that section of the website was not working at that time and I was unable to check in my luggage on-line.
Furthermore, the same luggage that we took with us from Ft. Lauderdale as carry-on items were not accepted as carry-on items on our return flight, and we were forced to check them in and pay $10 per luggage. In total we paid $30 for our luggage. We tried explaining to the ticketing agents that these items were accepted as carry-on items in Ft. Lauderdale and we were told that La Guardia is much stricter than Ft. Lauderdale. The ticketing agents were rude and unprofessional and refused to accommodate us. This airline is out of control! I do not recommend this airline to anyone EVER!
CORPORATE HEADQUARTERS, FLORIDA -- Warning!! Fly Spirit at your own risk! On Sunday, June 24, 2007, I was scheduled to fly from Detroit to Orlando on flight 801. I arrived at the Detroit Metro airport and was checking my baggage at the Spirit Airlines counter, if my memory serves me correctly, at least 1 hour before departure. Both my suitcases had tags with my name, address and phone number.
I was informed at the counter (I believe her name was **) that the flight was overbooked, that I will probably be able to get a seat, but at that time, they will manually write out a baggage claim check for my 2 bags rather than electronically issue one to ensure that my bags get on the same flight as I do. I was then informed that there would be a $10 charge for my second bag. This woman (whom I believe to be **) then handwrote out a claim check and told me to hurry to my gate immediately to check in with hopes that I will get a seat assignment. Both of my suitcases were tagged with luggage tags with my name, address and cell phone number.
At the time, I assumed that the $10 charge was issued on the master account my company utilizes for all travel expenses since she did not ask me for a credit card. At the gate, after a short wait, I was issued a seat assignment and was very pleased to be boarding the plane and to be arriving in Orlando on time. Once I arrived in Orlando, I then proceeded to the baggage claim area where I discovered that both my bags were missing.
I then went to the Orlando Spirit Airlines baggage claim office and filed a report and was very disappointed to find out that there was no way to track my claim check number electronically to locate the whereabouts of my suitcases and when they would be arriving, and the fact that I only had one manual claim check might cause problems in the future at locating one of my two bags. Of course, at this time, I had no idea which bag was tagged and which bag was not so I had no way of knowing which bag had the higher probability of arriving at my hotel at the Walt Disney Resort Dolphin Hotel.
As I explained to the representative, I was given only one baggage claim tag and did not realize that the number was not to identify the ticket number or passenger, namely me, but that there should have been 1 per suitcase. I left my contact information and went to the hotel where I immediately purchased a few items while waiting for the arrival of my bags later that day or Monday. This included a swimsuit, some sunscreen/oil and some flip flops, since I had a removable cast for a broken right foot and not even a full pair of shoes or flip flops.
After making several calls and leaving several messages to the Spirit Airlines 800 # at both the Detroit and Orlando baggage claim offices, without one being returned that Sunday, June 24, it became apparent to me that I was going to need some more necessary items since I was in Orlando for a 5-day business meeting that was to begin the following day, Monday, June 24. I received a toiletry kit from the hotel which included a toothbrush, razors, and toothpaste. I then took a cab ride, which was $60 to the closest department store, which was Walmart, where I purchased some additional toiletries, mainly make-up, undergarments, and hair care items.
I also purchased a cell phone charger since my cell phone was the means by which my customers, family and work associates were to reach me. Being the optimist I am, I was still hopeful that my bags would show up late that night or early in the morning.
Of course, when I woke up that Monday morning, June 25, with a week-long annual business meeting being attended by upper management of my company and still no business clothing, casual clothing, curling irons, make-up, pajamas (which I would need since I did have a roommate arriving), etc., it became apparent to me that I needed to get some more shopping done, particularly because no one had called me back yet from either office and your 'customer service' 800 # said to "please call back because all the lines were busy", which incidentally was the same message I received the rest of the week, Monday-Friday, whenever I found the time to make a call on breaks.
I then took another cab to a local mall where I spent approximately 3 hours shopping for replacement items and toiletries....in the amount of approximately $600+. I still have no idea when or if my luggage is going to be returned and I obviously cannot be making daily trips to the mall purchasing clothing on a daily basis and paying for all the cab rides. It was that afternoon, that **, from your Orlando baggage office called me back, the only person who has provided me with any assistance since this whole ordeal started. She said that she could not locate my luggage service report so I gave her the information and she said that she would look into it.
She then called to tell me that she had located one of my bags in Ft. Lauderdale and that I should be receiving it later that evening or the next day. I was very grateful to her and was of course, anxious to find out which suitcase it was that would be arriving at my hotel room. Unfortunately though, she was not sure what had happened to the second suitcase. I did receive the larger of the two suitcases with most of my professional clothing late that evening. All my toiletries, shoes, and some casual and workout clothing were in the second missing bag.
I was able to borrow my roommates' curling iron, hairspray etc., and as already mentioned, had received a few toiletry items from the hotel, which I felt could tie me over until my second bag was located. I did leave several messages at the Spirit Airlines Detroit baggage office to see if my bag had even left Detroit but never received a call back. I also continued to call the Orlando baggage office, and as the VM states, did not receive a callback, which apparently means that my second suitcase was not located.
I continued to call the Spirit Airlines customer service 800 # and still received a message stating that all representatives were busy and to call back at a later time. On Friday afternoon when I flew out, I stopped by the Spirit Airlines Orlando baggage office to double check the status and was informed that my bag was not there nor did they know where it was. I then flew to Detroit and had a very disturbing encounter with ** and several irate but mistreated customers who had been through similar or much worse ordeals than my own.
Baggage lost enroute to their cruise and on the way back. One gentleman who was traveling internationally with his family and got caught up with delays and customs, but unfortunately could not get through to your Spirit Airlines 'customer' service number and was told that it was basically his fault and he would have to purchase all new $1200 worth of tickets to go to Las Vegas because he did not change his flight in time. Spirit Airlines has a responsibility to its customers to be available through your 800 # and I know from personal experience that it was not available for at least 5 days in a row, at any length of time.
I would like to mention to you that ** at the Spirit Airlines Detroit baggage claim office was very helpful to me because she gave me another home office number to call to get in touch with an actual person, but unfortunately I have been unsuccessful. The number she gave me: Spirit Airlines Corporate Office 954-447-7965 extension **. So far these are the attempts I have made since arriving home, although all have been unsuccessful:
Monday July 2 - 8:30 am 954-447-7965, option 2, regarding lost or delayed luggage, said that the mailbox was full and to please try again later.
Monday, July 2 around 11 am - I left a message stating what they requested -- my name, spelling my last name, phone number, file reference #, and it said that I did not have one to leave the city I flew into - which I did. It also said that all messages will be returned within 24 hours.
Tuesday, July 3 11:35 am. Left a message again with the same information as above.
Thursday, July 5 at 8:30 am - left a message again stating that it was the third time and that my bag has been missing since June 24 and I have yet to talk to anyone regarding it and its replacement value etc.
Thursday, July 5 at 11:30 pm - customer relations. The phone extension was picked up and then hung up with no one speaking on it three times. Almost sounded like a recording. I did try the sales line 3 times, extension 1, but got a recording saying that "due to unusual high call volume they were unable to process my call at this time. Please try my call again later.
Friday, July 6, 8:00 am - 954-447-7965, option 2, and left another message. The message said once again, that if calling during business hours, leave a detailed message with the same info, and explained that I have to file a claim.
I also tried calling the Spirit Airlines sales line again, 800-772-7117. The message said that "due to unusual high call volume, we are unable to process your call at this time.. please try again later." I left a message at the Orlando for **, 407-825-2801, stating that I have been trying for almost 2 weeks now to file a claim and to reach someone, I would like the name of her manager or someone to contact directly so I can try to get this resolved. So now I am left with a $$$ bill and am still missing many items that need to be replaced, my suitcase to name just one.
I have original receipts of many of the items in the second mysteriously disappearing suitcase and would like to know who I need to contact and what steps I need to take to #1. Get reimbursed in a timely manner and #2. Be compensated for the items that have not been returned. Since arriving back in Michigan, I have started to replace the items that were in that second suitcase, such as curling irons, tweezers, make up brushes, a hairbrush, eyelash curler, razor, etc. I went to my local drugstore and spent about $143 on these items because I had 3 curling irons packed for this trip. I only replaced the two I use the most often.
I also went out and replaced some more of my makeup and skin care items which totaled $84.27. I understand that Spirit Airlines will not replace my sunglasses or my perfume. I have been on your webpage and it states that Spirit will cover up to $3000 for items in lost checked baggage. Given my situation, I would like to talk to someone on how to document this information and get more specifics on what is covered.
I sent this, have confirmation of its receipt, have left several other phone and email messages and have yet to hear back. I don't expect to be reimbursed for the full amount, but believe that they should at least call me back and let me know what, if anything, and how to go about reclaiming some of my losses. The fact that no one has returned my call is very disappointing and speaks volumes regarding why they are in such dire financial straits.
Incidentally, the certified letter was received at the Miramar Florida office, Luggage Resolution Department, so I know it made it to the right place, on July 16th and was received by a **?? -- Cannot really make out the name, but am confident that they have received my letter and the copy of the receipts, the service report that I made when I arrived in Orlando and the letter documenting my mistreatment. I have had baggage come up missing before with other airlines, this I expect. However, I have never been treated (or ignored) like this.
I would seriously reconsider flying with Spirit and if you need to due to financial reasons, carry on your baggage because if it gets lost or comes up missing, you will more than make up for your ticket savings in purchasing replacement items. I have not in any way been angry or rude when leaving messages, and am generally a very easygoing and reasonable person to deal with.
I just feel it is a disgrace and want to warn others, particularly after researching other customer complaints and after overhearing how the other travelers in the Detroit baggage claim office had been treated. Good luck and safe travels!! FYI -- I have continued to try to get this issue resolved and have yet to get a response. You decide if it is worth the risk.
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.
MIRAMAR, FLORIDA -- I have traveled internationally for business and pleasure for the last 20 years extensively and I have to confess, Spirit Airlines is perhaps the worst airline I have ever flown with or had dealings with. My disappointment initially started when I booked a flight for my husband and myself to Costa Rica. Your website is both frustrating and time consuming for your consumer. Every single thing the customer may want to do, for example, sit with their husband on a flight is all at an extra charge! We persisted and finally had a booking. Booking reference ** and departed on March 24, 2013 and returned to San Jose to fly home to Orlando on March 29, 2013.
On arrival at our gate for our departing flight - Flight 756, departing at 12.30 PM, we settled in for a wait before boarding. Over the intercom came the repeated message, that Spirit Airlines were seeking passengers to step off the flight in return for a "FREE ROUND TRIP TICKET TO ANYWHERE SPIRIT FLIES" in return for taking the 1 am flight to Orlando later that night.
Initially we ignored the message, but after the 9-10th request we went to the desk to inquire if the offer was really as good as it sounded and were reassured that not only would we receive a voucher for a free flight, but a hotel room close to the airport, meal voucher and transportation to and from the airport. We were also assured that our suitcases would be available. After much discussed with the Spirit Airlines staff we decided to avail of the offer which was our mistake. We were issued the vouchers and guided to collect our luggage! Well we would have collected our luggage except it was not available! But in great 'Spirit' fashion your ground crew did not care!
"Oh well Ms **, sorry about that." We were now faced with 10-hour wait and NO personal items. A cab fare and $150 later spent at Walmart we finally had what we needed to spend the waiting time comfortably before our return to the airport for the 1 am flight. It would take too long to explain to you the ridiculous screening undertaken by Spirit before boarding the flight, not TSA, not security, but Spirit Airlines and from what we could see the main purpose of the exercise was to ensure passengers had no drinks or food so they would be forced to spend more money with the your airline on board.
I am surprised at this stage you don't charge for water or using the restroom but sure this day us coming and fast!
Once home we called Spirit to make our "free round trip booking to anywhere that Spirit flies" only to be told that the dates we wanted to fly were black out dates! Imagine our surprise when we heard this as this had not been part of any discussion or information provided by ANY Spirit staff member in San Jose. We waited a few weeks and called again to meet our booking deadline, and spoke with Customer Service on 5-20-13 for over 1 hour and 30 minutes to try to get a schedule a flight to use our 'free voucher'.
I provided the customer service representative with over 9 different options as far in the future as February 2014 to try to find dates that we could fly. After almost an hour he finally found some dates (not the dates we wanted to fly) and we secured the times. When it came to the final booking your Customer Service representative advised we would have to pay $468.00 for the booking! I inquired "Why do we have to pay this amount? we were advised it was a "FREE ROUND TRIP TICKET TO ANYWHERE SPIRIT FLIES."
Your customer service representative went on to advise me that the fare was $73.00 per person and the remaining fees we had to pay were taxes! Free round trip flight.. seriously! There is NOTHING free about Spirit and we should have known better than to have trusted you or any of your employees of this airline.
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.