LAS VEGAS, NEBRASKA -- I was supposed to travel on Spirit airline on May 2nd, 2015 from Las Vegas (McCarrran) to Dallas (DFW). We were checked in and asked to wait while the onboarding process was initiated. The flight was at 8:30 PM (Vegas time) and was supposed to reach at 01:00 AM Dallas time.
At 08:25 PM (Vegas time) just 5 minutes before the flight should have taken off we were told that the flight had been cancelled and that we should re-visit the ticketing counter to make new arrangements for our visit to Dallas. There was no communication of why the flight had been cancelled and the people at the information counters and other counters were extremely rude.
Anyways, we headed (ran) towards the ticketing counter again only to find that there was no line that catered specifically to the flight that had been cancelled. Again there was a lack of communication and passengers didn't knew which lines they should stand into. Only after 2 heated altercations with the lovely people of spirit were 3 counters dedicated towards the cancelled flight. (Although this may seem reasonable at this time, the arrangements would very soon start looking like a joke as 2 more flights were cancelled that very day in a matter of 3 hours)
Now, since we ran towards the ticketing counters, we were 7th or 8th in line for these 3 counters and were hoping to be re-assigned alternative arrangements to travel to Dallas in next 15-20 minutes. The first re-arrangement took more than an hour, all this time there was no communication from Spirit and we were just expected to stand in a queue. Apparently, the systems were working slower than a glacier and this made the expected time of 15-20 minutes to increase to 3-4 hours.
After 2 hours, there was an announcement for cancellation of 2 more flights. Not being blessed with the common gift of common sense, the people at spirit didn't inform the security of a possible situation which lead to multiple altercation among passengers which many times looked like could reach physical contact. There was no effective crowd management skills shown by the airline staff which lead to tussles among passengers.
By God's grace, after 4 hours of standing in the line, we were given tickets to Dallas via San Francisco (a 12 hour ordeal with a 5 hour layover). We had no option but to take it even though that meant that we would end up losing over $1000 re-scheduling of my international flight for the group as any other options weren't available until 2-3 days after.
Overall, the experience of flying (please read as 'dealing' as we didn't even make it to the plane) with spirit was nothing short of horrendous and deeply disturbing. I would never ever recommend it to anyone. It might be a few dollars cheaper but that cheapness comes at a much higher price.
ATLANTIC CITY, NEW JERSEY -- Initially, I was extremely skeptical about this airline because of all the bad reviews I've seen. I had so many preconceived notions about this place but I can honestly say that it was not as bad as people made it seem.
Cost/Pricing of flight
My friend and I flew from Atlantic City International to Atlanta Georgia during Labor Day weekend of 2013. The total cost for both of our round trip flights came up to $387.00.
Cost/Pricing of luggage
Now I must say, I'm used to the regular baggage policy where you are allowed to have a free carry-on and a personal bag and any check in bag will cost you about $25. It's a tad bit different at Spirit. The only free bag that you're allowed to carry onto the plane Is your ONE personal bag. Everything else must be checked in. Now I joined the $9 Fare Club which allowed me to only have to pay $25 for a checked bag. Regularly it'll cost $35 dollars to check a bag. It's a little annoying but keep in mind that the flights are super cheap.
The one thing I didn't like is the 40 lbs weight limit for the check in bag. Usually airlines will set a limit of 50 lbs for check in bags. However I came prepared with a rather large tote to use as my personal bag and I just stuffed as much as I could into the bag and was on my way.
The Flight & Customer Service
The flight was pretty good. It took off on time and arrived to the destination 20 minutes before the expected arrival time. Now they don't give you any complimentary snacks or beverages, you do have to purchase all snacks except for water and ice, but that didn't bother me because it was only an hour and 15 minute plane ride. They didn't lose my luggage and it was intact when I received it. The staff at the airport and the plane were very kind and patient. After reading the reviews I was expecting to come in contact with a bunch of monsters, but they were totally cool. No complaints
I'm unsure if others were expecting luxury plane rides for low prices. But for what I paid for the overall flight, the service was up to par. Now if you're used to fling lavishly, you may want to get a jet and fly, but if you're like me and you want to make sure your comfortable, safe, in a clean environment and saving a little money.. then Spirit is definitely the airline for u
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.
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.
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!
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.
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..............................."
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.
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!
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!
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.