OAKLAND, CALIFORNIA -- My brother and sister-in-law had a Spirit Airline flight from Oakland to Detroit this morning at 6:05 a.m., for a family reunion to be held on 7/13/2013. When they got to the airport they were told that the flight was cancelled and the only one they could offer was on 7/13 at night (too late to be at the reunion). My brother hasn't seen his siblings for 14 years and cousins for 20 to 40 years. Then because he couldn't possibly waste his money on that 7/13 flight, they charged him a $100 dollar cancellation fee (What's with this airlines).
He looked into other airlines but it would be in excess of $1000.00 for each of them. How Could You Do this to a man in his 60's. Tears are being shed from family coming from Wisconsin, Arizona, Detroit and Michigan. Shame on you Spirit Airlines. You have made a family of over 150 people very sad!!!
If I could give negative stars to this airline, I would do so. We booked flights for a conference in Denver that was cancelled. Our colleagues booked on a number of different airlines (Delta, American, Frontier, United, etc.) all of which were willing to give airline credit and waive the change fee on their tickets with written proof of the conference cancellation. Spirit refused to make any accommodation and its cancellation/change fees were more than the air fare ($125 per person per flight segment).
In addition, they no longer have an 800 toll free number to call to cancel flights. They have changed to an 801 number (Utah) which is a long distance call and they let you stay on hold forever. Also, be aware that this airline charges $35 online, $40 by phone, $50 at the airport, or $100 at the gate for any carry-on bag that is larger than a medium-sized purse, small backpack or brief case (16x14x12). First checked bags cost $30 online, $35 by phone, $45 at the airport check-in counter or kiosk and the weight limit is 40 pounds rather than the 50 pounds on other airlines.
Other fees to be aware of agree $10 to book by phone (vs. free online), passenger usage fee $8.99-16.99 each way on domestic flights, and $10 per flight segment to print boarding passes at the airport if you didn't print them at home or forgot to bring them. They do not do smart phone boarding passes either. Avoid using Spirit Airlines if at all possible. They are not customer service oriented and their basic low-cost fares are very misleading.
BOSTON -- I bought my ticket through Orbitz because it got me good deals. The ticket it got me from Boston to Dallas was through Spirit airlines. I learned the hard way that cheap is never cheap. When I got to the airport I was told my one piece of baggage was too big so I was going to have to pay an additional $50.00 fee. I didn't understand why since this bag had been allowed to be carry-on on every single other flight on my trip (four airlines in all). But I got in line to pay the fee.
At the counter, the woman told me that my bag was small enough and I wouldn't have to pay the fee. I thanked her and went on. At the gate as I was boarding, this SAME WOMAN told me my bag was too big and I would now have $100.00 since I didn't pay at the check in counter. When I argued with her she became rude and belligerent. All attempts to contact Spirit airlines has been futile.
Booked a cheap flight. Called 24 hours before flying to cancel and rebook later on another flight. Cost to rebook: 150.00... Get this I am getting tons of information with full names of people who booked within several days of my booking. I am sure this is not good that Spirit Airlines is sending to my Email account many of their travelers' information. Tried to correct with the foreign booking agents but they seem to be not interested. I think the CEO should know about the problem that Spirit is having but not able to find anyone on Spirit's payroll that wants to help.
I should list all the names of people and their addresses that booked on June 13 and 14 just to get someone attention that works in management for Spirit Airlines, before I ever fly with Spirit. They would have to prove to me that my personal information wasn't being sent to others email accounts.
SAN DIEGO, CALIFORNIA -- Sorry I have to add my review to the minions of travelers having horrible experiences with Spirit Air. I made my reservation from San Diego to Las Vegas on Feb. 2, booked the wrong travel weekend and immediately called to request the changes and all was agreed upon. The reservation changes were never made and Spirit Air refused to make the agreed upon changes even after hours of phone contact by myself and travel broker Orbitz and I was forced to book on Southwest at double the cost.
I'm sure they sold my ticket at a premium profit when I didn't show up and don't doubt this is common practice. The details of my communications with Spirit Air and the call center in Guatemala City were the worst of my entire travel history over 40 years.
Horrible Horrible Horrible. I'm spending some of my vacation time rating them on as many review sites as I can find. It was so frustrating and unprofessional. I'm a calm, patient flexible and experienced traveler and only reluctantly am engaging in these posts.
I was on the flight from Dallas to Denver on Friday June 21st. Not only was the flight delayed 2 hours but we also made our connection in Denver. The flight to Denver was just horrible with loud people yelling all the way during the flight and not ONCE did the flight attendant ask them to keep it down even though they were extremely disruptive and loud.
Things got nightmarish when I landed in Las Vegas and found out the luggage they charged me to check-in was lost. So here I am in Vegas without clothes, with all my belongings gone and my planned 3-day vacation turns into a nightmare. The luggage people were not helpful and I had to call 55 times to get a person to talk to me. Saturday morning the luggage is still gone and I have decided I am got sick of this and just ending my miserable vacation and heading back to Dallas.
They have ruined my weekend and they will ruin yours too. I am NEVER taking any flight with this airline ever again and I want all people out there to know how bad this airline is.
FORT MYERS, FLORIDA -- I have flown this airline before and it was not a bad experience. However, I have a Spirit credit card and I am a member of $9.00 club, therein lies the problem. I called no less than ten (10) phone #s and never was able to get a human. Their website is terrible and no way to have an answer. I think this company is not real, they must be in Mel Brooks comedy or something.
How could a company stay in business when even the corporate office does not answer a phone with a person? If one can survive trying to get in touch with Spirit Airlines then one does not need an anger management class. Where are you Spirit? Or are you just a "Spirit?" Goodbye Spirit credit card and goodbye $9.00 club.
WHO KNOWS?, FLORIDA -- I would NEVER, repeat NEVER, fly on this airline again. Save a few bucks... no ** way. Ever sat on a plane for three hours that does not have a reclining seat back? Pay to bring a laptop on board? Don't most airlines allow #50 luggage? Enter the management of Spirit. Looks good until your plane is 3-4 hours late, at a gate that doesn't have any seats.
Maybe we should all buy stock in this WTF airline so that we can have a write off at next year's filing of our income tax. They have created a new High/Low in customer service. I'll pay the extra what ever to put these pukes out of business. Where is the FAA these days? Who cares, by the time you read this, hopefully this company (that's a joke) will be out of business.
FT. LAUDERDALE, FLORIDA -- Cramped quarters isn't even close to how uncomfortable this flight was. We traveled to Las Vegas - a 5 hour flight and by the time we got off the plane, we were so physically sore, irritated and disgusted. Our first night there was miserable. The return flight was just the same. My daughter has problems with her legs and hips; she was in so much pain and in tears by the time we got off the flights - both coming and going. I'm glad my husband couldn't make it due to his disabilities or we would have spent the entire time in Vegas at the hospital with him.
I will NEVER EVER book a flight ANYWHERE no matter how cheap the tickets are with Spirit again. I will be screaming from a mountain should anyone ask me for recommendations on your airline. It SUCKED. No amount of discount - including a free flight - would put me back on one of your planes. And to top it off YOU DAMAGED MY LUGGAGE. Can't wait to make that phone call. From what I've read so far, you're not very big on customer service either.
CHICAGO, ILLINOIS -- On August 4th, I was returning from Chicago (ORD) to Minneapolis (MSP) on a 7:25 pm that was delayed due to inclement weather. The delay was to be expected, and is not the subject of my complaint. I checked in for my flight around 5:30 or 6:00 pm and went to the gate to wait. Due to the weather delays, there appeared to be about 3 flights worth of people waiting to fly out of the gate (Ft. Lauderdale, Minneapolis, and another destination). Because of this, all seats in the gate area were full, and many people were standing around.
I checked in at the desk to find out what time the Minneapolis flight was leaving since the sign behind the desk was showing three cities, with the same flight times for all three -- they obviously hadn't been updated. The woman at the desk told me the Minneapolis flight was leaving at 9:15. I sat one gate over for about a half an hour (At the time I was 7 months pregnant) and checked back again, to make sure this hadn't changed, and was told 9:15 again. I checked back two more times after that, the last time being about 8:20, and each time was told "9:15". At 8:45 I checked back and was told that the Minneapolis flight just left.
I did not ever hear my name called, or any messaging, and since I'd been told multiple times leading up to this point that the flight was 9:15 (with NO indication that this was going to change), I was shocked that the plane had left just 20 minutes after the last time I checked in at the gate.
I went to the ticket counter and there met several other people who were on the same flight or other flights for Spirit leaving from that gate, who experienced the same thing: Incorrect information given by your gate representatives multiple times, no effort to make sure passengers in the crowded area were alerted that their flight was boarding or leaving, and the signs at the counter not reflecting accurate destination cities and flight times. The fiasco with the incompetent workers at the gate that caused me to miss my flight was bad enough, but what followed at the ticket counter was absolutely beyond anything negative I've ever experienced in customer service.
The amount of time it took for the ticket reps to get myself and the others at waiting in front of someone who could actually do anything was unacceptable. Once we finally were able to speak with someone, a supervisor named **, who refused to provide her last name or even show us the badge around her neck, ** was belligerent, rude, unprofessional, and downright insulting to the customers waiting. ** clearly has no idea how to work in an industry like this. The other workers behind the counter were clearly scared of ** and all stood back, unwilling to help anyone with questions because ** obviously had to approve any message they gave.
** insisted that everyone at the counter was there because of inclement weather, even though everyone explained multiple times, the weather was not to blame for the missed flights. To the contrary, we were all at the gate and checking in regularly about the times, and were all given bad information. By this time it was late in the evening, ** offered only a refund for the part of the trip that was unused and an option to fly out at 7 pm the next night. (Keep in mind that at this point, the ticket counters for other airlines are closing, that is how long this process has taken).
Her offer was totally unacceptable; there was no offer of lodging, though the entire reason that I and the others were stuck there was because of the workers at the gate. At one point, I asked if I could have her last name, and she refused, so I asked if she could flip over her name badge around her neck so that we could see her name and she actually said "Come over this desk and get it yourself". I am a business professional, I travel at least twice each month and tried Spirit Airlines because the rates were good. Well I guess you get what you pay for because the experience was a complete nightmare.
I ended up purchasing my own ticket on Delta for early the next morning (I did get a refund of $77 dollars from **), and spent the night sitting in a chair at the 24/7 Starbucks in the baggage claim area because the long, drawn out process of trying to negotiate with ** resulted in it being too late for me to get through security to wait the night out in the airport until my early flight. This was uncomfortable, and arguably, unsafe for me, a woman into her third trimester of pregnancy. If my long email doesn't convey the total anger and bewilderment the entire experience caused, I'd welcome a chance to speak to **'s supervisor and give you more detail.
It takes a lot to incite me to take time out of my schedule to complain about a situation or a person, but I felt it was necessary to send this along; I hope someone sees it and would very much appreciate an acknowledgement that someone has read it. I work for a very large corporation, and am tempted to share my story on our cloud with my colleagues. We all have large travel budgets and the option to fly any airline. Believe me, how we are treated absolutely will dictate where we fly.
I also want to add that at the ticket counter, one of the others who missed his flight mentioned that we might as well not even bother trying to contact your customer service department via phone, because we would never get through, so I attempted to fill out the form online and received an error message. Clearly your organization is doing everything it can to avoid dealing with customers both in person, and after the fact, but I hope the story of my experience gets through to somebody.