Spirit Airlines - Emergency Reservation Change and Fees
Customer Service - CEO - Complaint
RICHMOND, VIRGINIA -- I am very disappointed in Spirit Airlines and their reservation change policies in an emergency situation. My pregnant daughter-in-law and two grandchildren are in Panama, scheduled to return to the USA on 9/3. She began to have complications with her pregnancy and needs to fly back to the US. She called and the change in reservation fees are over $1000; we saved money a long time to send her down there to visit her family that she hadn't seen in 3 years; and cannot afford to pay the fees. She called their called the call center; wrote to Spirit's CEO asking for a hardship credit or waiver; and they sent a canned response that they were unable to assist.
Worse than that, their canned response advised her to give her ticket to someone else for a nominal fee; she should have bought insurance or used her credit card insurance option, etc. I truly understand policies are place, but this is extenuating circumstances and I am very disappointed in Mr. [snip] response to her plea of assistance. The ending statement was basically that they hope she had a good pregnancy and delivery.
Again, I can not reiterate enough how disappointed we are in Spirit Airline's lack of empathy for their customers in a time of great need and their focus on profiting from a customer in a difficult situation.