Spirit Airline - Vouchers for Being Bumped Were Worthless - Might as Well Be Toilet Paper.
Round Trip Vouchers for Volunteering to Give Up Our Seats to Boston - Complaint
MIRAMAR, FLORIDA -- I mailed this letter to all of the executives at Spirit Airlines:
July 11, 2012
Dear sir or madam,
This letter is to inform you of how EXTREMELY disappointed I am in your customer service.
On May 13, 2012, my husband and I were asked if we were willing to volunteer our seats from Ft. Myers, Florida to Boston, Massachusetts. We were told that we would receive 2 round trip vouchers each, to anywhere that Spirit flies. We agreed. We were issued our 4 vouchers - expiring on 5/13/2013. We were told that we must make our reservations within 60 days of 5/13/2012. We were given a flier that includes the Terms & Conditions.
Tonight, I attempted to schedule flights on your website. Your flier indicated "A Future Travel Voucher may be booked on the website or Customers may call a Reservation Center at 1-800-772-7117". I signed into the website and tried to find flights for November, 2012 from Boston to Ft. Myers -- nothing was available. I tried January, 2013 for the same destinations - nothing was available. I then tried April, 2013, and was able to find dates that fit into our schedule. I went through all of the screens to book the flights, and then I entered the voucher numbers and received an error message indicating the voucher could not be used for this itinerary, please call the Reservation Center.
I called 1-800-772-7117, and Sally answered the call. First, she was extremely hard to understand, and she didn't seem to understand my request. I told her I wanted a flight for my husband using his voucher, flying out of Boston on November 9, 2012, and flying into Ft. Myers with a return flight on November 27, 2012. Sally told me that I needed to pick another destination since Spirit didn't fly to my destinations. I told her that Spirit definitely did fly to my destinations since that was how I got the vouchers. We went back and forth for a while, until she said Spirit doesn't have a direct flight. I told her that I know that, and I had not asked for a direct flight. She then asked for the dates again. After a several minute wait she came back on the line and told me that since it was not a direct flight I needed to use both of my "round trip" vouchers for the one flight down - one voucher for Boston to Ft. Lauderdale, and then the other voucher for Ft. Lauderdale to Ft. Myers. I told her that the information on the flier did not indicate anything about that. She said she was sorry that no one had told me that. I finally said let's just book this. She then put me on hold while she looked up the flight for November 9. Then she came back on the line and asked me again (for at least the 4th time) what the return date was. I repeated again that it was November 27. She put me on hold again, and then came back and told me that there were no flights available. I asked to speak to a supervisor. She asked me to hold.
Floor Manager, Josh, picked up the phone and said he was on the phone with another customer and would be a little while, would I hold. I replied that I would hold. While on hold, I was then disconnected - this phone call took 34 minutes. I called the 800 number again, and was connected to Brenda. I explained that I had been disconnected. I asked to be transferred to Floor Manager Josh. She asked what my problem was. I explained again that I had been disconnected, and wanted to speak to Josh. She insisted that she could help me. I explained again that I was having a problem using my vouchers and wanted to speak to Josh. She insisted she could help me. I then INSISTED I wanted to be connected to Josh. She put me on hold, and when she returned she told me that Josh had left for the day! I told her that I wanted to speak to Josh's boss, to which she said she could help me. I then told her that I was in the middle of writing a 2 page letter to SPIRIT, and I wanted to talk to someone over a supervisor. She put me on hold. When she returned she told me that I would be transferred to a supervisor. Supervisor Andre came on the line. I asked him to take my number in case we were disconnected. He told me that he did not have the ability to call me back. I explained my issue to him, and gave him all of the information. By this time, my husband had already booked our November flights on Southwest Airlines without any issues. So, since our November trip was already booked, I asked Andre to book our April trip. I told him that I wanted to fly out of Boston on April 27 and arrive in Ft. Myers, and return from Ft. Myers on May 12. He looked up all of the flights and then informed me that he couldn't give us a flight down to Florida on April 27, but he could give us April 29, Our flight home on May 12, 2013 wasn't available either. The earliest we could fly home was May 14, 2013. I finally agreed to move our vacation dates to 4/29/13 returning 5/14/13. As he was booking, he was reading the itinerary, and said Boston to Ft. Lauderdale. I said no, not Ft. Lauderdale, Ft. Myers. Then he informed me that he couldn't get us seats on that flight until April 30, 2012. At this point, I told him never mind. This phone call took 21 minutes.
What good are round trip vouchers that you cannot book flights for??? My husband had booked our April/May 2012 flights on Spirit and the whole experience for his flight to Florida was outrageous - he spent 9-10 hours in airports or on planes due to delays, and missing connecting flights. He had taken a half day off to make his original Boston flight, and it ended up being delayed - he didn't need to take any time off - what a waste! Then our return flight on May 13th was a mess. It is no wonder that Spirit is having financial problems!
At this point, I guess I will use your vouchers for toilet paper - I certainly can't book any round trip tickets that I am interested in or can arrange into my schedule. And I can assure you that I in the future I will not fly SPIRIT. My husband and I work in a VERY large public utility company that has facilities worldwide. He and I will be sure to share our very bad experience on our company's Internet bulletin board to ensure that our coworkers never have to have the VERY bad experience that we have had.
Also, by the way, your website doesn't have any contact information. I guess that's one way to avoid getting letters or emails that let you know your customers are dissatisfied.
Very truly yours,
Nancy E. Brennan
Posted to my3cents.com
So I guess my message to users of my3cents.com is:
DON'T FLY SPIRIT AIRLINES!!!!!!!!!