The blogosphere has beaten up on Spirit Airlines in the recent past, thanks in part to its well-documented service deficiencies and in part to customer-hostile comments made by its chief executive, Ben Baldanza. But are things really that bad? I’ve been working with the carrier during the last few weeks to resolve several customer-service problems, and I think the answer may be: no, not really.
Decide for yourself.
Alison Drucker was scheduled to fly from Fort Lauderdale, Fla., to Washington this summer. She arrived at the airport two hours early, only to stand in a line that took two hours to get through.
During that time, I frequently checked the boards. They showed a delay, but said that my flight was still flying.
After two hours of waiting in line, I was told by the Spirit agents that my flight had been canceled due to weather. When I finally reached the desk three hours after arriving at the airport, they offered me an option of taking another Spirit flight three days later (with no offer of compensation for food and board during that time, which is poor business in and of itself) or an option of being refunded the $166.51 that my flight home was worth.
I accepted their promise of a refund, and bought a ticket home on another airline.
But months later, there was no refund on Drucker’s credit card account. She phone Spirit, which told her the accounting department had rejected her request because, “in fact, their records showed that my flight had flown,” she recalls. “Needless to say, this shocked me, since the agents told me the flight was canceled and essentially forced my decision to pay extra to fly home on another airline.”
I contacted Spirit on her behalf. Within a week, she had a response.
Dear Ms. Drucker,
Thank you for your correspondence with Spirit Airlines regarding your recent experience. Spirit Airlines is customer service oriented; your opinions and experiences are used to help us improve and to avoid certain misunderstandings from reoccurring in the future.
I want to apologize for the misinformation given to you by our agent at the airport and assure you that this matter has been forwarded on to our General Manager in Ft. Lauderdale and our Senior Director of Customer Service and Airport Affairs. Please rest assured that this matter will be dealt with appropriately.
I have forwarded a request to our accounting department for a refund of the total amount of your return flight ($166.51). For further review, please forward me copies of additional expenses you had because of this misinformation. You may either attach them to this email or fax them.
Ms. Drucker, we appreciate you and look forward to reaching an amicable agreement.
Sincerely,
Karianne Silva
Corporate Consumer Affairs
Spirit Airlines
Spirit still has a way to go before I can say it’s doing right in the customer service department. But this is a good start.
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You’ve got to be kidding me. Yet another person is badly mistreated by Spirit Airlines, and they finally respond in a responsible manner only once a travel journalist contacts them, and THIS is considered a step in the right direction? Either customer service has fallen so low in this world that we’re just willing to accept whatever we’re given, or Spirit Airlines keeps breaking their own record as being the worst airline ever. The bottom line is that Spirit has ALWAYS been full of apologies and “Gee, your input means so much to us”. But the truth is that they receive the same complaints all the time, and nothing is being changed to address them! I’ve personally been burned by them several times, each time received a very apologetic letter after I complained, only to treated worse the next time I used them again! Until Spirit Airlines re-trains its staff to give us something besides apologies after the fact, I’m not flying that airline again, and I think a whole lot of people agree with me.
I had a very similiar experience with Spirit Airlines. Due to physical requirements we needed to fly Spirit’s Big Front Seat (formerly Spirit Plus). So as soon as the flight became available in June 2007 I booked two seats from Detroit to Fort Lauderdale for February 2008 with a cost of over $900. In August Spirit advertised the same exact flight for $600. I called the ONLY phone number available and was told that there was nothing they could do – they would not give me a cost adjustment. I was also told that I could cancel my current reservation and receive a full refund.
I cancelled my reservation and rebooked at the lower rate. Of course a month later I was also told that the accounting department had denied my request for a refund.
It took days of phone calls, taking notes and finally phoning the Human Resources department at Spirit’s Corprate headquarters. I finally got the phone number of a live person – surprise they were never in the office and the voicemail was full.
Once again I started emailing Spirit customer service with NAMES and DATES. I did finally speak with the very nice lady with the full voicemail box. I do sincerely thank her for the time and attention she gave my issue. After her supervisor stepped in to help us I was finally issued a full refund.
I have learned that the phone sale people at Spirit have NO idea about anything other than how to sell you a ticket. I also learned that the Manger in the phone sales area is NEVER available to speak with you – alway busy with someone else and NO you may not hold.
I think Spirit would do well to have a live person available for customer service. By the time I contacted a live person – in HR office – I was ready to, to, I don’t know what, go to the local TV, blast them publically…
I don’t believe most consumers are unreasonable. However I know we expect, even demand that companies stand behind what their employees promise. If employees are speaking out of turn and/or making unreasonable promises the employee should be corrected – not the customer punished.
I WOULD LIKE TO GET IN TOUCH WITH A LIVE PERSON IN THE ACCOUNTING DEPARTMENT OR A LIVE PERSON IN HUMAN RESOURES. I NEVER EVEN HEARD OF SPIRIT AIRLINES UNTIL CHECKING MY BANK STATEMENT AND SEEN WHERE I WAS CHARGED $662.78 FOR AN AIRTLINE TICKET AND THEY EVEN BOUGHT FLIGHT INSURANCE FOR $12.00. I HAVE NO IDEA WHERE THEY DEPARTED FROM OR WHERE THEY WENT. BUT THEY PAID FOR IT USING MY DEBIT CARD AND IT CAME OUT OF MY PERSONAL CHECKING ACCOUNT. UNFORTUNATELY, I DID NOT DISCOVER THIS UNTIL IT WAS TOO LATE FOR MY BANK TO REIMBURSE ME FOR THIS CHARGE. BUT I FILED A DISPUTE. DO I HAVE A LEGAL CASE FOR SMALL CLAIMS COURT? HELP!!
My name is Jerry Light and I’m a travel agent recently I booked a flight from Dtw to Fort Lauderdale on Jan. 9 2008 for $79 and return flight on April 8 2008 from Fort lauderdale to DTW for $124 Currently the airfair has droped on the return flight to $89 and Spirit airlines will not credit me the difference in cost Other airlines do not charge $5 to $10 for luggage to be shipped and they issue one a credit for the overcharge Also wher is it written what the company policy is in regards to refunds of overcharges
I being a travel agent in the future will be more selective who i will choose for an airline passage Need reply asap because I will dispute my VISA charge company
Hello I wanted to start off by saying that my flight home to Fort. Lauderdale Fl for the Christmas holiday was a very bad experience. The professionalism was not up to part for what I expected this airline to display. However this email is about the membership package that I was charged after the three month trial that I had no idea I was signed up for. As of march 1st I am a club member and I did not realize that I would get charged $29.95 for the emails that I was receiving and never utilizing. Since these boxes are automatically checked when you choose your arrival and departure time it makes it easy to overlook. And being that this was my first and pretty much last time flying with this airline I would not have known that I was signing up for a program promotion. I am very disappointed with the service of this airline and regret ever making the decision to fly with them.
Hello, does anyone know how to get through to Spirit air? All of their numbers are busy and have been for days. There are also no email addresses to be found.
Less than impressive customer service for a paying customer!!
Thank you for your help!
Naomi,
I called at 5:30 a.m. and spoke with a customer service rep that could not help me. Try calling early in the moring.
I fly Spirit on average every other weekend on the Detroit / Ft. Lauderdale route. My assessment of their customer services after flying them nearly every week for 3 months along with a couple of comments regarding why I fly Spirit in light of their poor customer service and operations:
1) Terrible attitude by airport staff. This is not an exageration. I mean in the strict definition of the term the staff are terrible. They act like their jobs are awful, clearly having no motivation to do well for the company.
2) Spirit charges you for everything. Your flight may be “cheap,” but the second you run into the slightest thing, the costs add up – a lot. Change a flight and you’ll find out just how much.
3) Telephone resolution of issues. Multiple times I’ve called their phone number. Often you don’t get through. When you do (I AM NOT BEING RACIST!) the person’s English is terrible, you have to repeat every word and letter, and they still often make mistakes. All they do is enter it in the web page when making flight changes or orders. So if you’re having problems with the web page, so will they (see #4)
4) The Web page doesn’t work about 40% of the time. Then you call, only to find that the customer service is terrible (see #3 again).
5) The on-board flight staff are ok. Occassionally you get some nice, helpful folks, but that is not the norm.
6) Their airplanes are not cleaned well. For new planes, they are beat up (which happens to airliners). You can tell the planes don’t get much good cleaning; and resemble getting on a city bus more than on an airliner of a company that takes pride in its fleet. (Not relevant to customer service, but the new paint jobs are terribly dull, markedly different than the blue design we’re familiar with).
7) The rewards program is ok.
Using Spirit Airlines with any frequency, you realize early on that the company has done a great job of setting up a good smoke and mirrors operation. Once your stuck, your stuck, just get where you’re going and be glad you did, without talking to anyone or experiencing a flight change. One slight change and that money you thought you saved is quickly made up and then some. The company knows what it’s doing
I hope that their flight operations and safety are not of the same poor quality as their customer service and operations. If they didn’t have new planes, in addition to FAA oversight, I wouldn’t fly Spirit. But because I have to go back and forth often, and try to minimize flight changes, and keep the flights halfway economical, I use Spirit. I have been considering changing to Norwest, initaly paying more, but enjoying better flight times, customer service, and not being penny pinched on every move to make up for the “deal” they gave me.
I have a trip booked for Jamaica and booked through cheap tickets to fly via Spirit Air. Because I used cheap tickets to find the flight I was unable to select my seat assignments for my daughter and myself. I simply wanted to select our seats so that I may sit with my 7 year old daughter. I attempted online and apparently this is not possible if you do not book your flight directly on Spirit Airlines website. I had to google Spirit Air to find the customer service phone number because on their website there is no customer service phone number that is easy to locate. If there is one it is intentionally made hard to find. I called the number and waited for 32minutes listening to the recording… when the phone actually started to ring… I thought finally.. I can speak to someone… Then the phone went dead. I called back and waited for 45 minutes to speak with a customer service representative again.. the same thing happend the phone rang 2 times and then dead air…I waited listening to the dead air and said hello several times. I heard someone pushing buttons… so I said “If someone can hear me I need to choose the seats for my flight” and left my phone number. While i was speaking someone continued to sporaically push the buttons on the phone. Either there are lazy customer service representatives hanging up on callers who have been waiting or there is a serious technical problem complicating customer service delivery. Either way this is simply poor quality management.
Their “virtual” customer service number is: 800-772-7117(English) and 800-756-7117 (Spanish). Anything other than buy new tickets option will lead to phone getting disconnected.
What terrible days to live in for flying these days. Sadly their incompetence continues to go unpunished.
I purchased 2 airline tickets for sept 13 online and still not gotten an e mail confirmation. Whats up?
Spirit is impossible to reach. I purchased my baggage online and when I checked my bank statement I was charged twice for the same baggage. I spent hours on hold trying to resolve this with spirit and NEVER reached a customer service rep. So, I filed a complaint with my bank and got the amount I was overcharged back. Now spirit has deleted 1/2 of my bags…..they still don’t recognize that they overcharged me!!! I have 2 bags going and no bags coming back! Now, I’ve been on hold with this same F-ing company for more than an hour. I will not be flying spirit air again. I’d rather pay twice as much and have my customer concerns dealt.
I need assistance with coordinating flights and I keep making mistakes and getting charged because I cannot get ahold of customer service for help. It has been around 7 hours of waiting so far and no answer for 48 hours. No answer from their email department as well. I even drove to the airport to be told, “to come back when a flight is leaving to talk to someone, and that this happens at the Spirit Air counter all day long.” I am very upset with their customer service. It is impossible to get in touch with a customer servive rep. Trust me, save yourself the energy and pay extra for a ticket..
I BOUGHT 4 AIRLINE TICKETS THRU SPIRIT….I NEED TO CANCEL ONE PERSONS TICKET…IT WON’T LET ME DO IT ON LINE…SO I’VE BEEN CALLING THE
18007727117 PHONE # FOR DAYS NOW …AND IT EITHER GIVES ME A BUSY SIGNAL OR I’M ON HOLD NEVER TO BE PICKED UP AFTER 45 MINUTES.
I have sent two e-mails to Spirit about bag pre-check in and have not received a response. Now the site is down and cannot contact. Bad service.
I would like to know if anyone does have an address for Spirit Corporate – I was looking at me checking account statement and found a charge for $39.95 for Spirit Club promotions charged on 07-06-08. As many of you have done, I called the 1-800 number only to be given another number that had no significance to my problem. I have notified my bank that this charge was not authorized but I would like to write Spirit and if nothing else give them a “WHAT FOR” – you get my drift . If anyone out there has the address and names of execs – please forward.
Thanks in advance for all your help.
Same thing happened to me as Frankie. I had a charge in my checking account made on 7/7/08 for $39.95 that I did not authorize. This is ridiculous… When you call you get put on hold forever! Someone should file a lawsuit against the pricks.
I have the same thing happen to me, my credit card was charged $39.95 on 7/6/08 by Spirit Airlines ( it did not even specify that it was for the Spirit Club promotions – I only figured it out later..) I called these numbers 1-800-772-7117 (Customer Service) and 954-447-7965 (Corporate) but every option except for Reservation would just tell you to go to their website.
I found this on the on the “$9 Fare Club Terms and Conditions” on http://www.spiritair.com.
In Section 4. Membership Term and Renewal
Section 4.3 states
” Membership will automatically renew to another annual membership unless Member either cancels his or her membership by unsubscribing within their FREE SPIRIT account profile or contact Spirit to cancel in writing at the address specified below. Cancellations by mail will take approximately 4 to 6 weeks to become effective.”
If you have any questions or comments, please contact us at:
Spirit Airlines, Inc.
Attn: FREE SPIRIT Member Services
2800 Executive Way
Miramar, FL 33025
I am a 9$ fare club member. Yesterday (july-29-2008) they renew my member ship by charging 39.95$. I don’t want to continue I this member ship. I try to cancel by my self by t it did not give me any option to cancel it.
Could you please suggest me what I have to do for cancel and get my money back.
My daughter was left in mytle beach because of a flight cancelation spirit told her all other flights was booked for 5 days and can not help her. I called several times and all personal put me on hold and never came back. After 6 hours finally a nice lady gave me some answers and said she could help. but by then I had booked my daughter on another air lines which I paid dearly.I would like some answers and what is the air lines willing to do for this situtions that has transpired.
WHAT A JOKE….I CONTACTED SPIRIT AIR VISA TODAY WHO REFFERED ME TO 1800 772-7117 BECAUSE I NOTICED MY 28000 PLUS REWARD MILES WAS NOT ADDED TO MY $9 FARE CLUB ACCOUNT. I SPOKE WITH A REPRESENTATIVE NAMED JONATHAN ADAMS WHO TOLD ME HE HAD NOTHING TO DO WITH THE SPIRIT CLUB. HE ALSO TOLD ME HE HAD NO CONTACT TELEPHONE NUMBERS FOR FREE SPIRIT CUSTOMER SERVICE. I THEN REQUESTED TO SPEAK WITH A SUPERVISOR AND HE TOLD ME NO ONE THIER HAS ANY INFORMATION AND REFUSED TO PUT ONE ON. I THEN ASKED FOR A COMPLAINT DIVISION AND WAS TOLD THERE IS NO TELEPHONE NUMBER. SO , AS OF NOW STILL UNABLE TO GET MY ALLEGED MILES TO BE PUT ON MY ACCOUNT. SORRY WE EVER GOT CONNED INTO APPLYING FOR THEIR VISA…. NEVER AGAIN…. AIN’T WORTH THE HEADACHE… IF ANYONE HAS A TELEPHONE NUMBER FOR FREE SPIRIT PLEASE LET ME KNOW…..THANKS IN ADVANCE…
The $9 fare club is mostly a scam. There is almost no way, once you sign up for it, not to pay the $39.95 renewal fee. It’s a 60-day membership trial, for $9, that takes 4-6 weeks to cancel. The first offer from the club does not come until after the small 18 day window for cancellation comes and goes. Once you hit 19+ days the cancellation will not be effective in time for you to not be charged the $39.95 NON-REFUNDABLE fee. I guess it’s not really a big deal if yuo actually figure out how to use it, especially if you’re well off and have room in your budget to throw away money if you don’t. Don’t get me wrong, I do know people who have flown places for “$9″ plus taxes and fees, including baggage of course. Nothing can be done about this other than taking them to small claims court.
18 days worth of opportunities to fly for “$9″ = $9
407 days of membership you choose to cancel or never use = $39.95
Learning to really read the terms and conditions and look at a calendar or write a date down so that you don’t get screwed or utterly frustrated by being robbed and having almost no way to recover your money = PRICELESS!
I need help!! Spirit has a ridiculous policy that requires each Free Spirit Account to have its own email address. Since we have 10 members of our family, I made the mistake of creating a bogus email address to get a Free Spirit #. Little did I know the problems that would ensue. I have lots of miles from flights and my credit card purchases, but I have no way of accessing my Free Spirit account because the email address is unaccessible. I don’t remember my password from the Free Spirit account that I started years ago, so when I try to log in and request a new temporary password, they send it to the defunct/bogus email address which does not accept messages. I have tried at least 10 times via email to the Free Sprit customer service to get them to change the email address that is associated with my Free Spirit # to a new email address. They just send me standard “coined” responses that don’t apply to my problem. How do I get them to either send me a temporary password to an email address that I can access, whereby I can change the email address associated with my Free Spirit # or to change the email address on file to a new one?
I just got burned by Spirit Airlines myself. I signed up for the $9 Fare Club and attempted to cancel the membership before the trial period of 60 days was up, but there apparently is no link to cancel one’s membership. So my checking account was just billed $39.95. I called “customer service” at the telephone number listed online, but the agent — “Alex” — informed me that Spirit provides only “membership services” via telephone, and that any issues concerning the $9 Fare Club, or FreeSpirit, would have to be forwarded to the company by way of email. There exists no person whom a Spirit customer can physically speak to about any issues concerning anything other than making, changing, or cancelling a reservation. Unbelievable.
I asked “Alex” for his identification number so that I could reference my conversation with him in my email, but he apologized and indicated that the employees do not have any I.D. numbers. Really? I then asked him for his last name, but he refused to give it to me. I then asked him for his location. His response: “India.” Really? I assumed based on his accent that he was from India, but I did not think that would be a very helpful identifying characteristic. I explained, “Alex, India is a big place,” and further asked “Can you be more specific?” His response: “Just indicate Alex from India.” Too funny.
I thought to myself, “Perhaps ‘Alex’ is not a very common name in India and that Alex is very well known in “membership services” circles of the Spirit airline along the lines of ‘Madonna’ and the music industry.”
I retorted, “Just put your supervisor on the phone.” But I was simply showered with additional apologies for the alleged fact that the only way he could put a supervisor on the phone is if I had a record locator number for a reservation about which I had questions which Alex could not answer. So much for that.
I’m sure Spirit will take its time responding to my email (if it does at all), at which time I expect to hear a plethora of reasons why I am not entitled to a refund of my $39.95. And if that happens, I’m done with this airline.
An additional lesson to be learned is this: Be weary of any company which ships its customer service jobs overseas to the lowest bidder… especially a service provider. It indicates that it will sacrifice quality customer service for a profit. In reality, this “customer service department” of Spirit is nothing more than an answering service. When this company folds, it will be because it alienated the very people upon whom its success depends.
I have also been a victim of the Spirit fare club membership scam. After days and hours of research, I found a page to submit a cancellation via the internet.:
http://spiritair.custhelp.com/cgi-bin/spiritair.cfg/php/enduser/ask.php?p_sid=tl29hNkj&p_accessibility=0&p_redirect=&p_lva=287
Make sure to save a screen shot of every page (2 halves if necessary) for your records and also send that to your credit card.
I hope this helps.
Sunday December 28, 2008 I had a round trip ticket from Detroit to Fort Lauderdale. Upon departure from Fort Lauderdale I had an unfortunate mishap getting to the airport, but eventually I made it 30 minutes before the plan departed. The customer service clerk said I was to late and that I would have to rebook another flight to my final destination to Detroit which cost me an additional $149.00 plus $25.00 for my luggage. After purchasing the ticket I go to the gate H-9. The plane was scheduled to depart at 4:10 pm. The plane could not depart at 4:10 pm and was delayed for a whole hour due to the fact that a airline attendant was not there, we were told the plane could not go out because of one attendant was late. Now, this is unfair. I was not reimburst for the inconvience I was caused being a hour late reaching my destination. What kind of consideration will I be given. A response and reimburstment is requested from Spirit Airlines. I will also contact Corporate Office. December 29, 2008
When 9/11/01 happened, I was stranded in Ft. Myers, FL. I was told flights would be moving. I totally understand this. My husband flew on another carrier and was told the flights were cancelled; this was not the problem. We had to drive home. My husband called his airline and they credited his charge card immediately since we were unable to use the other half of our ticket. I called Spirit and was told I had to submit my request in writing……are you kidding me? I had not flown Spirit in a while and probably won’t either. I feel like I was nickeled and dimed to death. I had a couple pills to take and I could not get any water unless I purchased it.
I recently became a member of spirit air. I flew to Fort Lauderdale from Washington DC. The service was nothing to write home and the return leg was delayed bu more than an hour I also booked a flight later in the month from WAshington DC to San Juan with connection through Fort Lauderdale. A glitch in the computer system had me staying in the Fort Lauderdale airport for over 10 hours before making the connection San Juan. When I called the English line the call was routed to a call center in India where they politely told me that I had to pay $98 to change my connections to an earlier flight. I thought that I I would try calling the help for Spanish speakers to find out what they said. This time a very rude person told me the same thing. As far as Spirit Airlines is concerned this is it for me. Ater they nickel and dime for everything they are not that cheap compared to other airlines and at Ronald Reagan Airport in Washington DC their security lines lines are literally a nightmare. Put me down as another dis-satisfied customer who is swears to NEVER FLY SPIRIT AGAIN>
The following is a series of notes stemming from an expiration date issue. If this does not infuriate you about Spirit, nothing will.
My husband and I were scheduled to travel to Marco Island, FL via Fort Myers
on Friday, May 9, 2008. My husband passed away suddenly on May 6th, so I
cancelled our travel and received the following voucher numbers for credit:
718007P & 7180081R, with a credit of approximately $900.
I recently sent this note to Christopher Elliott and he suggested I reach
out to you for assistance:
My husband and I have traveled to Marco Island, FL each May for 20 years. I
booked travel with Spirit Airlines on 3/9/08 for departure on May 9th. My
husband passed away suddenly on May 6th, so travel was cancelled, leaving
me
with a credit of almost $900, expiring 3/9/09.
I am making plans to travel to Marco in October to bury my husband’s
remains in the Gulf. I called Spirit last night to book travel for myself – and a
neighbor who is accompanying me – assuming I could use the credit for both
of us. WRONG! Only I can use the credit, so I was forced to book her
flight at my cost. It gets even better: the credit that expires on
3/9/09 means I have to travel by that date – I cannot use it for my May ‘09 trip
to Marco.
This was my recent update to Christopher:
After my note to them (which also mentioned your name which I am convinced
was the only reason they contacted me) they did allow the “voucher”
expiration date to be moved to May 30, 2009 so I could use them for travel.
I Wanted to give you an update as this saga gets even better:
I called this morning to redeem my vouchers for travel in May. I have 2
vouchers in my name ($300 & $158) and one in my husband’s name for $300.
> A) I cannot use my vouchers for $458 to book the “Big Seat” which is their
version of First Class – even though this is my money. I must sit in coach.
> B) Booking in Coach totalled $414. My voucher does not cover taxes, I paid
that out of pocket.
> C) My voucher for $300 would have a balance on it of $86, but once a voucher
is redeemed, any balance on it is wiped out.
> D) Bottom line: I lose the balance of $86 on one voucher and $158 and $300
– totalling $544. The $300 voucher in my husband’s name could not be used by anyone else but him.
Lovely. I will never travel with Spirit again and will tell everyone I know
to do likewise.
on june 20th we went from myr to st marteen and was over charged for are luggage. I had prepayed and you charged again. so I should have credit coming of $100.00 dollars. are record locator WB6URA BOOKING WAS DONE ON JAN.18TH 2009. we where charged on are personal visa card.
please e-mail or call at 910-253-6953 so we can resolve this matter.
sincerly,
betty sonntag and richard taylor
If you still wish to cancel, please follow the steps below.
(1) Visit spiritair.com and select the FREE SPIRIT tab on the top of the page.
(2) Login to your FREE SPIRIT account. Your $9 Fare Club membership is linked to the same login as your FREE SPIRIT account.
(3) Select $9 Fare Club Information from the menu on the left.
(4) Your membership details and renewal date will be displayed. Please note that memberships are non-refundable and cannot be reinstated once cancelled.
(5) If you would still like to cancel, please select the reason for cancelling your $9 Fare Club membership and click on “Cancel my Paid Membership”.
You may also notify Spirit in writing of your cancellation request at the address below. Cancellations by mail will take approximately 4 to 6 weeks to become effective.
Spirit Airlines, Inc
ATTN: FREE SPIRIT Member Services
2800 Executive Way
Miramar, FL 33025
Spirit ripped me off $215 and refused to refund it .Also they speak to you like their doing you a favor . I hate spirit!
I have had such a problem with Spirit Airlines the past few days, I would like to warn all of you NOT to use them even if the prices are lower. I booked a flight for my family in Bogota, Colombia to visit us in Miami, Fl., gave them a debit card for the transaction, received a confirmation number, 2 days later I received an email from Spirit Airlines saying the transaction was cancelled. Of course I called screaming what happened, we are talking about 4 tickets and they said the debit card did not go through. I told them they are crazy I have over 20 credit cards and it was a debit card transaction, not a credit card transaction. They blamed it on the bank. I called the bank, spoke to a manager who told me that there was never a transaction put through from Spirit Airlines. Attempted to call the Corporate Headquarters, and about 15 other phone numbers, no answer, all recordings. Called the original number I had dialed, of course spoke to 10 people from India that I could not understand and asked for a manager. Well the manager again blamed it on my bank, did not want to hear anything I had to say and told me to re-book but of course the prices went up almost $300…. I do not know where to go to resolve this, meanwhile our family has no tickets booked for the holiday.
If my husband is a member of the famous $9 fare club…am I able to purchase a ticket under his membership…as Mrs…… or must I be a member also?? Have look everywhere in the website but can not find an answer to this question..does anyone know for sure?? Our travel is booked ( me and a friend..same conditions..husband member)…but says under husbands’ names ???
Anyone ever have the same situation??
thanks…
Spirit airlines I arrived at the ticket booth at 5am when i tried to check my baggage I was told that there was a baggage embarrgo and I could only check one bag. Here I am in the middle of the lobby dumping out my two bags in the floor trying to consolidate what I had to have to survive my 90 days in Costa Rica. I asked why and was told it was because of the Terrorists, I later found out that it was only Spiritair. Now I personally think it was spirit airlines at fault (not me). Do they know this is awonderful world of W.W.W. I would hate to Blog all of my friends at YTB which is a growing Travel Buisness which is the largest unknow travel buisness in the world.Further I would like to know why the FFA is not doing their part of temporary suspending their flights until they settle all of the complaints they have against them. I notice most of these complaints are over two years old. Should we all get togeather and bring a class action lawsuit on our behave? My email is madmustanggeorge@yahoo.com
I have cancelled the membership years ago and still being charged on my credit card.Nobody is available to clarify the situation and nobody give a damn about it except cheating people who does not checked their credit card statement. I hope somebody will be gracious enough to reply and cxl my membership.
The $9 Fare Club is nothing but a scam. We live in Detroit, yet there has been absolutely no discount flights to and from there for the past seveal months. What did we pay for? Their people are rude, their service is poor, their continuous fees don’t make it worth it. The government needs to step in and start fining these companies with these scams.
Here is what posted tonight on my blog:
So what separates excellent customer service from poor customer service? I’m the first to acknowledge that things don’t always go as planned. Things happen. It’s how a company reacts that separates excellent customer service from poor.
Example: Last week, an AirTran Flight I was scheduled to fly on was delayed for 5 hours. Not only did a representative call personally to inform, they offered a free round trip ticket good for one year any place AirTran goes. Didn’t ask for it. They just did it.
Contrast this to tonight where I’m writing this from Orlando as I sit and await Spirit Air. This flight has been delayed twice. They knew it at some point and didn’t call, no contact until we checked our bags. To make matters worse, it’s very late at night. So far, no offer of a free ticket, refund, hotel accomidation, no coffee, meal voucher …. NOTHING!
So, in a world where Facebook, Twitter and a blog can spread the word as fast as you can hit “publish”, a company should realize now more than ever the importance of excellent customer service. I just don’t get it. Having taught courses in marketing, media and public relations for years, I can tell you that poor customer service is like a wildfire and as such is very hard to contain once it spreads. You can spend millions of dollars telling everyone how “good you are”, but it means nothing if you can’t back up the claims when it really counts.
Oh, and I have a radio talk show I can also use as a forum. Hummmm. Wonder what my topic will be on the next show?