Spirit Airlines Complaint - Spirit Staff Threaten Passengers/Poor Service
Our first time flying with Spirit. We are retired and live in a 407 unit retirement community.
We departed on July 30th from Tampa to Ft Lauderdale to Costa Rica flt 571 to 755. The flight was pleasant and we realized I needed to upgrade my seat on return flight on August 4th flt 756 CR to Ft Lauderdale. Then Ft Lauderdale to Tampa flt 574. So I paid the 60 dollars extra and I changed my seat from 24B to seat 1C. My wife remained in 24C (she is a small lady and the jammed rear seats were okay for her).
On departure day the gate lady said in broken English "oh your wife is not sitting with you, would like her to sit with you?..I said sure but will it cost me more to have her sit with me ? She said "no extra charge" and moved us to 4D and 4E. I thought how nice an upgrade for my wife at no addtl charge.
However when we boarded the flt 756 we found that 4D and 4E were NOT upgraded seats that only row one was upgraded seats. So I approached the lead flight attendant and told him that my upgraded seat had been changed at the gate and I paid the extra money for NOTHING. He said we are 2 1/2 hours late on our departure (flight 756 left at 2:40pm not at 12:30 due to the door being damaged) and he said you must talk with my manager..he pointed to a lady who walked on plane with a walkie talkie, but she said "sir I am busy with the flight delay, I will try to help you later." Well as the flight departed the lead flight attendant motioned to a black male and white female to the rear of the plane and allowed them to sit in 1C and 1D.
I approached this attendant again once we were in the air and told him what is going on that I had paid for that 1C seat and he gave it to the black male. He said very rudely he doesn’t have anything to do with seating and that it was" tuff" for me I shouldn't have switched seats! I said the gate lady did it, why would I pay $60.00 dollars more for the seat and then give it up to sit in standard seat? He again said that is your problem take it up with Spirit when we land, again very rudely.
I asked for his name and he "refused" to give it to me..his name badge was covered by his smock..he said "they do not have to give out their names!" (I missed his name when he had initially said the crews name at departure) but he refused to repeat it to me. The other crew members also refused to give me his name. ( I saw him speaking to them as he pointed at me).
So I got out my camera and during the flight I took his photo..he walked over to me and said very nastily "you are not allowed to take photos in this plane!" I then hid my camera as I though he was going to take it from me and I said nothing back to him, I was afraid he would hurt me. ( I am a 63 year old disabled American War vet and I was afraid he would start a fight with me).
The lady passenger in seat 2A witnessed and heard most of what he did and said to me, she told me to contact Spirit and they could contact her upon her return from New York and she would back up what I have told you. She was a 10 year veteran airline stewardess and never heard of any regulation that a passenger can't take photos in the plane and she also saw this lead attendant give the row 1 (one) seats to that black male and white female in spite of me infor4ming him that I had paid for the seat. I had the flight documents that showed the seat upgrade and still have all documents.
I have the photo of this lead attendant who was identified by your ticket personnel at Tampa airport that his name was Rodney? He is a black male, bold headed, clean shaven, slim build and maybe 5'7". Your Spirit staff at Tampa airport listened to the entire issue, looked over my documents, confirmed on their computer and were wonderful in their understanding and issued me the credit for the 1C seat upgrade with an apology and polite attitude. They also confirmed that he should have given me his first name, that the other attendants should have as well and that there is NO regulation about me taking photos on the plane.
They were most helpful and treated me with respect and dignity not with rudeness, intimidation and poor customer service like Rodney did. His photo is attached.
I am totally upset with Spirit airlines and the fear and intimidation I received by one of your employees, he could have handled irt with grace and professionalism but I believe he was upset that I caught him giving up the two seats in row l one to a friend of his.
I am sure you will do nothing about this incident, but I had to air out my frustration and fear to Spirit Airlines.
It is also a shame that you don't provide any phone numbers for Spirit at the Tampa Airport, I lost my drivers license at the Spirit counter at 9:30 PM on August 4th while I was talking to your staff about the complaint and I also needed a break down explanation on some of the charges to my credit card. Your broken English speaking Spirit rep, at your 1 800 number spoke with me 4 times for about 10 seconds each time then excused himself on 3 occasions to get advice from his supervisor (he placed me on hold). He also refused to provide me with a contact number at Tampa Airport for the Spirit ticket counter or any contact number. I stayed on the phone for more than 1 hour (one hour) and after the 3rd time he put me on hold he never returned to the phone. Spirit Airlines has the worst customer service I have ever experienced with an airlines.
PS..we were told to arrive at San Jose Airport CR 3 hours prior to departure, which we did but, the Spirit employees arrived 2 hours prior to departure, so we had to wait at the counter for one hour until they arrived.