Complain about a product or service

Spirit Air

Agustin of Orlando, FL September 17, 2009

After arriving @ 11:26AM on Sept. 09/09 for a flight from Orlando to Puerto Rico, I learned that the only check-in computer which was on - was actually unavailable/not working properly. After requesting assistance, I was pointed to a young lady by the name of Yazmin Harris, who was on the phone at the time. At the time my wife requested help from Ms. Harris, who lifted her hand and with a finger forward told my wife if to; "shush, because she's on the phone". After awaiting patiently for what seemed like an eternity [but was actually 35 minutes], "Yazmin" finally asked what was the problem to which she responded that it was too late to board as per company policy. As I realized in fact it was now too late, but only because "Yazmin" was on the phone while we awaited her cease her negligent phone conversation. While she checked her computer for my fare purchase, I pointed this out to her, but it didn't make matters easier, since "Yazmin" simply walked away and disappeared into the wall behind spirit airline's counter.

After asking many people for a supervisor and receiving the same name, I finally learned of spirit airline's main office phone number. I called and spoke to "Calvin" who proceeded to notify me that according to the check-in, I'd arrived at 11:53AM. I notified "Calvin" that this was not true, but infact I'd arrived at the airport almost 1hr prior to departure, unfortunately we encountered an unhappy employee who decided to take her anger on unsuspecting customers that day. "Calvin" then requested to speak to "Yazmin" in order to ask if I'd indeed arrive at the mentioned time, but due to the fact that I could not pursue any airline employee to unauthorized areas within the airport, I notified "Calvin" that even if found, Ms. Yazmin would never admit to being on the company phone, conducting personal calls, during comapny/work hours, while customers waited for assistance. Especially when it could be detremental to her employment. At that time I was told tht the only way I could travel was if I purchased a new ticket at a whopping 325.00 one way.

Needless to say I was left with no choice than to make the purchase despite that fact that through no fault of my own, I became late for boarding a flight which remained on the gate for another 20 minutes after "Yazmin" refused to assist and disappeared. The actions taken that date by spirit airlines employees to prevent travel event after considerable time prior to departure is unfair and unjust. This is an obvious case of theft to consumers. Spirit airlines has received many complaints for their negligence, and although understandable the policy is clear, those who arrive early but are made late by disregarding and inconsiderate employees bent on breaking the rules because company policy allows and protects them is totally unfair. These incidents occur on a constant basis and spirits complaint record is evident enough.

Cecilia of Aventura, FL September 16, 2009

I booked a flight to NY from Ft. Lauderdale for 09/3/09 at 2.30 pm but as always Spirit airlines, keep changing time, they don't call or sent e-mails to the passengers like other airlines. Im glad I checked it online but the total time delayed was 5 hours. I was supposed to meet my husband in La Guardia, he's was coming from Detroit and we agreed to meet in NY, unfortunatelly, my flight was delayed 5 HOURS, which is not funny at all, they don't give no excuses to their clients, nobody in the counter to at least to apologize it its terrible me husband has to wait for me in NY for 5 hours, which I was very concern if the flight will be cancelled.

When we finally left @ 7.05 pm the pilot took off the plane the planes went on both sides, people was scarry imagine all the time waiting plus this on the air? I think Spirit should recognize all the people on that flight for being so patient. Being a 9.00 club member doesn't mean really we have to put with this non consideration to the clients. Actually, when I was talking to an agent of TSI, she told me what can you expect from Spirit.

Also when I tried to get my miles from a flight I made to Detroit in July, they said that that flight wont covered miles credit. Miles are miles it doesn't matter if you go to china or orlando. I'm not happy at all with the service Spirit is giving their clients who pay their fare, now they are charging 24.00 round trip if you want to choose your seat, so what does the airfare covers then? plus extras on bags, water 3.00 and I can continue with all this charges. I travel a lot and this is the only airline that charges for the seats.

This is not good at all. I think they should treat their clients with more consideration. I'm pretty sure I wont be the only person who will complaint about Spirit. My husband waited in NY for me 5 hours, and me the agraviation of changing the time 5 times for a flight that was supposed to leave @ 2.30 pm.

Christian of Miami, FL September 9, 2009

Spirit Airlines was strongly recommended before by friends and co-workers because of the value. But what you save in money you will reflect in service. I have to admit though that the Colombian staff in Medellin were very nice and very attentive. But as soon as we flew back from Medellin to Fort Lauderdale it was a whole other story. The 2 stewardess's that were on flight 236 did very good job of embarrassing customers.

I boarded the plane with a nice custom painting which was not that big and was unable to store it in the cabinet on top. One stewards starts yelling at my sister in law who was holding my painting and said it needed to be stored in the cabinet! I completely understood so we handed her the painting to see her shove it with such force in the cabinet that it chipped the borders. Then she continued to give me a huge lecture in front of all the passengers on how to ship fragile things fed x and how I should have thought of that! I was shocked! She was speaking to my like I was five years old.

They were also never well prepared and never indicated to anyone when it was safe to get up to use the bathrooms and unbuckle the seat belts after taking off! We were made aware after we started to here the stewardess yell in the mic once someone did attempt to get up. The only employee who wore a visible name tag on the flight was Bill. He did his job well to bad he was not on my section. The stewardess continue several times using swore words like God Darnet) as a religious person I was completely offended.

One guest tapped the shoulder of one of the stewardess since she did not speak English and the stewardess freaked out and yelled at her! They seemed like they were strung out or something I could not put my finger on it. To add insult to injury I notice that one of the stewardess kept on coughing and sneezing and not once did she clean her hands. Yes and she did serve my soda with filthy hands. They never indicated in the beginning that any purchase for a snacks needed to be with a credit card, I found out after I she brought my snacks by luck my sister in law had a credit card handy.

The general attitude of these stewardess was not good and does not promote the company very well. They were 3 people behind me and they were also embarrassed by one of the stewardess when she was handing out immigration papers. She taunted them and started saying thing like "lets try this one more time". Really unprofessional and unethical. I could not believe this was actually happening.

If Spirit is dealing with a Latin market they really should consider hiring bilingual employees. I wish I would have recorded everything, I could guarantee you this would have been on Dateline. I as consumer felt embarrassed at times and violated. I was also worried about my safety physically and health wise.

Rachele of Arlington, VA September 6, 2009

I had booked a roundtrip ticket from Reagan National to Ft. Lauderdale a week ago for 411 that left today at 10am. Upon being boarded on the plane late, we notified that there would be a delay, a few minutes. 1 hour later, we were deboarded. We waited for updates -the plane needed to be repaired. Hour after hour passed, until we were told that we could wait until the plane was fixed, re-book to leave at 7am the next morming or get a refund.

A bit later, we were notified the flight was cancelled and they would be booking us on other airlines. Then, moments later, we were told that this was not the case and that they would not rebook us on different airlines - we must wait. This was around 2pm. People were angry and frustrated, but the attendants never apologized. At around 4:30pm, a mechanic gave us an update and promised that they would have a final call soon.

At 5:30pm, they finally canceled the flight - too late to take any other flight on a diffrent airline. We then were told to return to the ticket counter to receive a refund, book a new flight for tomorrow and get a hotel. Turns out, because I am a local, they wouldn't pay for a hotel for me with free shuttle to the airport. They would only give me a voucher for my taxi ride home, therefore I would need to pay my cab fare on my own again in the morning.

No compassion, no apologies. After wasting 10 hours at an airport on a beautiful sunny day in Washington on the long weekend, no one really cared. I read online how the president of the company won't even consider good customer service - what is one supposed to do then? At 411 dollars for a trip that didn't happen and 1 day wasted, I do expect some kind of compensation.

Joanne of Englishtown, NJ August 29, 2009

I made reservations back in May for my daughter to fly home from college for the holidays on November 20, returning Novrmber 29.Also December 11, returning January 12,2010. Never given the option of a passenger name, they automatically listed Joanne (me) as the passenger. I need them to list Jenna (my daughter) as the passenger.

Chris of Washington, DC August 26, 2009

On 08/22/2009 I attempted to make an emergency reservation for my mother to fly from BQN to DCA using Orbitz.com on 08/23/2009 for a funeral. Somehow there was a mistake and it was book for 09/23/2009 instead of 08/23/2009. A few minutes later I called Spirit Air Customer Service and explained the error. I was told that due to the error I would receive an exemption of full credit of 128.00 towards another flight. I was not sure what my mother would like to do and informed the agent I would call back when I was aware about what dates she was available.

On 08/26/2009 I called Customer service back to inform the agent that I would like the credit to use for another flight like I was originally offered. I was told by Maria Peters Supervisor at reservation desk that there is a 24 hour open period to receive this full credit for human error. I informed Maria that I was never informed by the original rep on 08/22 about this 24 hour policy. Maria stated that they are not supposed to let the customers know this.

I find that unacceptable and unprofessional for a company that willing withholds vital information to paying customers. I feel that the original customer service rep should have informed me of this 24 hour policy. I feel like I was lied to and cheated by this company.

I have used spirit air multiple times for flights for my family and friends from BQN to DCA with many problems before. I now feel like I am less likey to use this company due to its practices. I wonder if the CEO B. Baldanza is aware of this poor communication.

Jean of bowie, MD August 26, 2009

Earlier this month I purchased a round trip ticket plane on line from Spirit Airline, for my wife. But the day before prior to the flight we found out that Spirit Airlines ususally charged 25 for every check-in piece of no so I immediatly call for a refund with no success. That ticket costed close to 390 and with the 25 undisclosed fee per bag made the trip impossible for my wife. We just cannot afford to loose that money. If I knew that upfront I would not have booked with Spirit Airlines.

Barbara of Thonotosassa, FL August 18, 2009

I have traveled for business on Spirit Airlines flight 152 three times in the past six weeks (July 18, August 1 and August 15, 2009). The flight is supposed to leave Ft. Lauderdale at 7:50 pm, arriving in Tampa at 8:50 pm. Each time the flight has had a delayed departure of two to three hours.

The waiting area in the airport cannot accomodate the backup of passengers. This means that if you find a seat, you cannot leave it for ANYTHING - including to go to the restroom or get something to eat or drink - because if you do you will be standing the rest of the evening. As a diabetic, it's often necessary for me to all of those things in a three hour period. However, I have been afraid to leave my seat during the delay. Apparently delays are business as usual with Spirit, so they should at least make adequate accomodations for the delayed passengers. Don't fly Spirit if there is any other way to get where you are going!

Mary of Ferndale, MI August 17, 2009

When I signed up for the Spirit Airlines master card, I was under the impression that I would receive a free one way flight. I was only granted 5,000 miles when the card was activated. Though I accept responsibility for mailing my payment in late, I pay all bills on time and have an excellent credit rating. I missed one payment by oversight and mailed the payment in full less than one month late. I called and requested that the late fee be waived. I spoke with a manager. It would have been a nice professional courtesy to waive the late fee for a customer who has excellent creditand all previous payments on time. They refused. Consumers beware to read the fine print and deal with "unbending" management.

Jackie of Fort Lauderdale, FL August 13, 2009

I was supposed to be on Flight 601 from LGA to FLL to depart at 1:30pm. The flight was continually delayed with no announcement made. Then, with no announcement, the flight was cancelled at about 5:30pm. (It could have been earlier, but with no announcement there is no way to know.)

Spirit Airlines next available flight to FLL was not for another week. Since there were so many people on the flight, all the flights to FLL/MIA were booked immediately. I had to pay 7.95 to get online to book a flight. I paid 359.60 for my new flight; 14.37 for the taxi ride to the LIRR (he refused to drive to JFK); 8.00 for my train ride; 5 for the shuttle to JFK; and 15.72 on my overpriced dinner in the airport. All Spirit Airlines offered to do was refund my flight. I was only planning on spending 108.50 for my way home, but ended up paying 410.64.

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