Spirit Airlines Complaint - Lost luggage
FT. LAUDERDALE, FL, FLORIDA -- My recent experience with your airline was terrible. I arrived early, checked in my luggage, followed all the rules and yet it ended in disaster. The flight to NY LGA was cancelled at the last minute. It never left the ground, yet my luggage was lost. This was on Friday the 16th. I was told that someone would call me from baggage. Camille wrote down my name and phone number on a scrap piece of paper. That was worrisome to say the least! Some system! Later that night I left a message and waited…all night. No one called back. I spoke to someone on Saturday who said they were “looking” for my luggage…but they had “no idea” where it was at this time. On Sunday I left a message but no one returned the call. On Monday I called and eventually, because I was so persistent, Tom took a report. Again, it sounded pretty bleak because Tom said my luggage could be “anywhere”…perhaps even Jamaica! Since I work just 10 minutes from FLL I rode right over there. I spoke to Tom and then to a supervisor (don’t recall his name) upstairs. They both said again that my luggage was nowhere to be found and I also found out that the “tracking” number affixed to my luggage is pretty much useless. Well, I guess that I made enough of an impression because Tom called me before I paid (to add insult to injury) the parking toll. He located my luggage in LGA because he called a friend – no thanks to your “tracking system”! Thank goodness for Tom who happens to be a very nice man caught in a whirlwind of incompetent baggage “management”. Even the baggage handler that I spoke to on Friday (while waiting for my luggage for two hours) said that “Spirit doesn’t know what its doing.” My husband and son, who planned a trip to Bush Gardens in Tampa, had to turn around to pick me up and then wait for several hours to locate the luggage. Eventually they gave up on their trip as well because it got so late. My family’s entire weekend was ruined due to the incompetence of your airline.
With the new restrictions, your management should know that customers are putting valuables into their luggage that used to be carried on the plane. Things like jewelry and very expensive make-up and other items. You should take better care of your customers’ things that are being entrusted to you. It’s a matter of trust and responsibility, don’t you see that? How can I ever put anything in my luggage again without feeling the anxiety that it will be lost forever?
From a very disappointed customer with a non-refundable ticket who will not be checking her luggage the next time.