Spirit Airlines Complaint - Lost Baggage and No Response From Customer Service
CORPORATE HEADQUARTERS, FLORIDA -- Warning!! Fly Spirit at your own risk!
This is a portion of the letter I sent certified mail to Spirit Airlines on July 12, 2007 and have have yet to get a response on... FYI-- I have continued to try to get this issue resolved and have yet to get a response. You decide if it is worth the risk.....
"On Sunday, June 24, I was scheduled to fly from Detroit to Orlando on flight 801. I arrived at the Detroit Metro airport and was checking my baggage at the Spirit Airlines counter, if my memory serves me correctly, at least 1 hour before departure. Both my suitcases had tags with my name, address and phone number. I was informed at the counter ( I believe her name was Roz) that the flight was overbooked, that I will probably be able to get a seat, but at that time, they will manually write out a baggage claim check for my 2 bags rather than electronically issue one to ensure that my bags get on the same flight as I do. I was then informed that there would be a $10 charge for my second bag. This woman (whom I believe to be Roz) then handwrote out a claim check and told me to hurry to my gate immediately to check in with hopes that I will get a seat assignment. Both of my suitcases were tagged with luggage tags with my name, address and cell phone number.
At the time, I assumed that the $10 charge was issued on the master account my company utilizes for all travel expenses since she did not ask me for a credit card.
At the gate, after a short wait, I was issued a seat assignment and was very pleased to be boarding the plane and to be arriving in Orlando on time.
Once I arrived in Orlando, I then proceeded to the baggage claim area where I discovered that both my bags were missing. I then went to the Orlando Spirit Airlines baggage claim office and filed a report (see enclosed) and was very disappointed to find out that there was no way to track my claim check number electronically to locate the whereabouts of my suitcases and when they would be arriving, and the fact that I only had one manual claim check might cause problems in the future at locating one of my two bags. Of course, at this time, I had no idea which bag was tagged and which bag was not so I had no way of knowing which bag had the higher probability of arriving at my hotel at the Walt Disney Resort Dolphin Hotel. As I explained to the representative, I was given only one baggage claim tag and did not realize that the number was not to identify the ticket number or passenger, namely me, but that there should have been 1 per suitcase.
I left my contact information and went to the hotel where I immediately purchased a few items while waiting for the arrival of my bags later that day or Monday. This included a swimsuit, some sunscreen/oil and some flip flops, since I had a removable cast for a broken right foot and not even a full pair of shoes or flip flops. (see receipt)
After making several calls and leaving several messages to the Spirit Airlines 800# at both the Detroit and Orlando baggage claim offices, without one being returned that Sunday, June 24, it became apparent to me that I was going to need some more necessary items since I was in Orlando for a 5 day business meeting that was to begin the following day, Monday, June 24. I received a toiletry kit from the hotel which included a toothbrush, razors, and toothpaste. I then took a cab ride, which was $60 to the closest department store, which was Walmart, where I purchased some additional toiletries, mainly makeup, undergarments, and hair care items. I also purchased a cell phone charger since my cell phone was the means by which my customers, family and work associates were to reach me.
Being the optimist I am, I was still hopeful that my bags would show up late that night or earl y in the morning.
Of course, when I woke up that Monday morning, June 25, with a week long annual business meeting being attended by upper management of my company and still no business clothing , casual clothing, curling irons, make-up, pajamas (which I would need since I did have a roommate arriving), etc., it became apparent to me that I needed to get some more shopping done, particularly because no one had called me back yet from either office and your “customer service” 800# said to “please call back because all the lines were busy”, which incidentally was the same message I received the rest of the week, Monday-Friday, whenever I found the time to make a call on breaks.
I then took another cab to a local mall where I spent approximately 3 hours shopping for replacement items and toiletries....in the amount of approximately $600+. I still have no idea when or if my luggage is going to be returned and I obviously cannot be making daily trips to the mall purchasing clothing on a daily bases and paying for all the cab rides)
It was that afternoon, that Wendy, from your Orlando baggage office called me back, the only person who has provided me with any assistance since this whole ordeal started. She said that she could not locate my luggage service report so I gave her the information and she said that she would look into it. She then called to tell me that she had located one of my bags in Ft. Lauderdale and that I should be receiving it later that evening or the next day. I was very grateful l to her and was of course, anxious to find out which suitcase it was that would be arriving at my hotel room. Unfortunately, though, she was not sure what had happened to the second suitcase. I did receive the larger of the two suitcases with most of my professional clothing late that evening.
All my toiletries, shoes, and some casual and workout clothing were in the second, missing bag. I was able to borrow my roommates curling iron, hairspray etc, and as already mentioned, had received a few toiletry items from the hotel, which I felt could tie me over until my second bag was located.
I did leave several messages at the Spirit Airlines Detroit baggage office to see if my bag had even left Detroit but never received a call back. I also continued to call the Orlando baggage office, and as the VM states, did not receive a call back, which apparently means that my second suitcase was not located. I continued to call the Spirit Airlines customer service 800# and still received a message stating that all representatives were busy and to call back at a later time.
On Friday afternoon when I flew out, I stopped by the Spirit Airlines Orlando baggage office to double check the status and was informed that my bag was not there nor did they know where it was . I then flew to Detroit and had a very disturbing encounter with Tammy and several irate but mistreated customers who had been through similar or much worse ordeals than my own. 1. Baggage lost enroute to their cruise and on the way back, 2. One gentleman who was traveling internationally with his family and got caught up with delays and customs, but unfortunately could not get through to your Spirit Airlines “customer” service number and was told that it was basically his fault and he would have to purchase all new $1200 worth of tickets to go to Las Vegas because he did not change his flight in time. Spirit Airlines has a responsibility to its customers to be available through your 800# and I know from personal experience that it was not available for at least 5 days in a row, at any length of time. I would like to mention to you that Tammy at the Spirit Airlines Detroit baggage claim office was very helpful l to me because she gave me another home office number to call to get in touch with an actual person, but unfortunately I have been unsuccessful. The number she gave me: Spirit Airlines Corporate Office 954-447-7965 extension 2.
So far these are the attempts I have made since arriving home, although all have been unsuccessful:
1. Monday July 2- 8:30 am—954-447-7965, option 2, regarding lost or delayed luggage, said that the mailbox was full and to please try again later.
2. Monday, July 2 around 11 am- I left a message stating what they requested-- my name, spelling my last name, phone number, file reference #, and it said that I did not have one to leave the city I flew into… which I did. It also said that all messages will be returned within 24 hours.
3. Tuesday, July 3 11:35 am.- left a message again with the same information as above
4. Thursday, July 5 at 8:30 am—left a message again stating that it was the third time and that my bag has been missing since June 24 and I have yet to talk to anyone regarding it and its replacement value etc.
5. Thursday, July 5 at 11:30 pm—customer relations—the phone extension was picked up and then hung up with no one speaking on it three times. Almost sounded like a recording . I did try the sales line 3 times, extension 1, but got a recording saying that “due to unusual high call volume they were unable to process my call at this time. Please try my call again later.”
6. Friday, July 6, 8:00 am- 954-447-7965, option 2, and left another message. The message said once again, that if calling during business hours, leave a detailed message with the same info, and explained that I have to file a claim,
I also tried calling the Spirit Airlines sales line again, 800-772-7117, the message said that “due to unusual high call volume, we are unable to process your call at this time”….. please try again later.
I left a message at the Orlando for Wendy, 407-825-2801, stating that I have been trying for almost 2 weeks now to file a claim and to reach someone, I would like the name or her manager or someone to contact directly so I can try to get this resolved.
So now I am left with a $$$bill and am still missing many items that need to be replaced, my suitcase to name just one. I have original receipts (please see attached) of many of the items in the second mysteriously disappearing suitcase and would like to know who I need to contact and what steps I need to take to #1. Get reimbursed in a timely manner and #2. Be compensated for the items that have not been returned.
Since arriving back in Michigan, I have started to replace the items that were in that second suitcase, such as curling irons, tweezers, make up brushes, a hairbrush, eyelash curler, razor, etc. I went to my local drugstore and spent about $143 (please see attached) on these items because I had 3 curling irons packed for this trip. I only replaced the two I use the most often. I also went out and replaced some more of my make-up and skin care items which totaled $84.27. I understand that Spirit Airlines will not replace my sunglasses or my perfume.
I have been on your webpage and it states that Spirit will cover up to $3000 for items in lost checked baggage. Given my situation, I would like to talk to someone on how to document this information and get more specifics on what is covered. Here is what in that suitcase: (deleted for the purpose of this review)...."
I sent this certified mail, have confirmation of it's receipt, have left several other phone and email messages and have yet to hear back. I don't expect to be reimbursed for the full amount, but believe that they should at least call me back and let me know what, if anything, and how to go about reclaiming some of my losses. The fact that no one has returned my call is very disappointing and speaks volumes regarding why they are in such dire financial straights.
Incidentally, the certified letter was received at the Miramar Florida office, Luggage Resolution Department, so I know it made it to the right place, on July 16th and was received by a Johnny NG??-- Cant really make out the name, but am confident that they have received my letter and the copy of the receipts, the service report that I made when I arrived in Orlando and the letter documenting my mistreatment.
I have had baggage come up missing before with other airlines, this I expect, however, I have never been treated (or ignored) like this.... I would seriously reconsider flying with Spirit and if you need to due to financial reasons, carry on your baggage because if it gets lost or comes up missing, you will more than make up for your ticket savings in purchasing replacement items.
I have not in anyway been angry or rude when leaving messages, and am generally a very easy going and reasonable person to deal with. I just feel it is a disgrace and want to warn others, particularly after researching other customer complaints and after overhearing how the other travelers in the Detroit baggage claim office had been treated.
Good luck and safe travels!!
Loyal NWA customer---