Spirit Airlines’ customer department may have all but shut down, but its employees still got spirit.
Airline insiders, upset that their employer has more or less shuttered its call center, have taken it upon themselves to send me the names, numbers and e-mail addresses of the Spirit employees who can help you.
We’ve been here before, folks. This is a bad sign for Spirit. A very bad sign.
I’m not surprised it’s come to this. Check out Spirit’s organizational chart. See any positions dedicated to customer service? Neither do I.
So who are you gonna call? Here are a few people who might be able to help:
Jeff Carlson, vice president of flight operations
(954) 447-7941
jeff.carlson@spiritair.com
Greg Kappen, senior director of flight operations
(954) 628-4856
greg.kappen@spiritair.com
Patsy Carlin, senior director, inflight & talent acquisition
(954) 447-7922
Patsy.Carlin@spiritair.com
Heather Harvey, customer service manager
Heather.Harvey@Spiritair.com
Note: Heather’s direct line is (954) 447-7957. If you get through to the phone tree, the transfer extension is 4957.
Denise Masella, executive assistant to Ben Baldanza
Denise.Masella@Spiritair.com
Ben Baldanza, chief executive (he is known to read his messages from time to time)
Ben.Baldanza@Spiritair.com
Keep in mind that e-mail addresses and phone numbers change quickly at Spirit. I would expect these addresses to be “revised” soon so that you can’t get through to the airline. But until then, these people might be able to do something for you.
Sign up for my 
{ 18 comments… read them below or add one }
Those emails are probably invalid the moment you published them.
Why not some emails to other airlines as well,
“Customer_service@[insert airline]” rarely are effective and take WEEKS to get a response. . . .
Hihi. I have a feeling the name Christopher Elliott might be on the black list of Spirit. Have you ever flown these guys after your last post?
No, I haven’t. But in fairness, my last flight on Spirit wasn’t so bad.
Folks,
The answer here is the formalized DOT complaint process. File one have it on record and go back to goold ols sanil mail to reach Spirit. Send it certified to the CEO and if that doesn’t make a blipon their radar screen take them to small claims court.
Could also be that Spirit’s days are numbered.
RELOCATED not ELIMINATED
As a soon to be ex-outsourced SPIRIT airlines employee, let me just say that Spirit Airlines indeed has a customer service department. I am one of the agents here in the reservations department currently outsourced in Manila, Philippines.
Call me bitter, spiteful or by whatever other names apply, but Spirit outsourced their reservations department here last August of 2007 and after making arrangements to relocate so i can be closer to the office, Spirit announced last April of 2008 that they are now ending their contract with us, so yeah – all those names would apply.
Not because we were failing their requirements, in fact their operations were never better compared to when they had it in house and i know its hard to believe given this company’s reputation ( one of the goals they had for us was to abandon 50% of the service calls and just focus on the new bookings ) but the employees here honestly cared about their jobs which meant that we really gave a damn about how the callers felt.
What could be the reason you might ask? Well the Money of course!
Im sure you’ll all be happy to know that they are now moving their operations to India. Yes you read that right. India. I know that our grasp of the english vernacular is nowhere near perfect, but we can definitely hold our own and dont even get me started about accents.
So I wish Spirit Airlines and their customers, the best of luck.
Why does everything need to have spin associated with it? Shock value?
“Check out Spirit’s organizational chart. See any positions dedicated to customer service? Neither do I.”
Do you see marketing, HR, finance, supply chain, procurement, or a host of other functional areas that many large companies have? No, I don’t see those either. Does that mean Spirit doesn’t have them? Probably not… since this was an operations org chart, and not a comprehensive management chart.
I have had such an unbelievable horrible experience with Spirit. I am a cancer patient who suddenly could not fly from Tampa to Fort. Laud. I made the reservation on Sat. June 14th to fly on the 19th. I became ill and could not go. I tried for three days to get through and could not. I held on for over 2 hours and finally got someone. As soon as I explained the situation, I was told I would be charged 90 more and 60 more. (my flight was already 150 roundtrip!)
I asked to speak to a supervisor and was hung up on. The next day, same thing, almost 2 hrs. again and asked to speak to a supervisor, hung up on again.
I’m going to try to contact someone at one of the emails you gave. Thanks so much, I called my credit card company and am trying to put in a dispute, but they haven’t put the charges in yet. I am so disgusted with this company I hope something can be done about them.
Again, thank you!
Connie
June 20, 2008
Spirit Airlines Inc.
Baggage Claim Dept.
2800 Executive Way
Miramar, FL 33025
To Whom it May Concern;
This letter is being sent in response to my denied claim dated June 11, 2008. I am appealing your denial as your original paperwork never indicated that you needed the original receipts. In the claim that was submitted in March 2008, copies of all requested information were mailed to Arismendis Altagracia in the claim department along with a copy of my passport. As attached to this letter as well is the correspondence with this employee. If we send the original receipts then we do not have them for our own records. I do not have a driver’s license which is why the passport was sent as identification. Based on your original request in the email dated April 13, 2008 everything was included for the claim to be accepted.
I have always been a loyal customer of Spirit Airlines ,however I am not pleased by your poor customer service. This was a personal loss of property by your staff and airline. I followed your procedures and find it in bad taste that you will not compensate what your Airline lost.
Thank you,
Maria Elena Gutierrez
Cc: Ben Baldanza
Cc:Heather Harvey
Does anyone know who to contact to redeem frequent flyer miles? I have called customer service, emailed, talked to the Philippines, India and no-one can help. I have spent over five hours on hold in the last few days and been disconnected twice. Spirit has horrible customer service and I’m going to enjoy burning my free spirit mastercard. They suck!
I had to call Spirit twice today, and both times they were quite helpful! I was expecting the worst after googling for “Spirit customer service”.
First, I made an error in my online booking and called to upgrade to a Big Front Seat. I reached an agent after a relatively short wait (+/- 5 min) after pressing “1″ for a new reservation. He gladly processed my additional $73 payment to upgrade my request.
Then later, I realized I cannot travel for those dates afterall! I called again and requested a 24-hour refund (whereby airlines provide a refund if requested within 24 hours). The agent denied that was possible, but I (politely) requested to speak with a manager. The manager was courteous, and I treated him courteously as well, explaining that I regularly fly Spirit and just discovered the conflict in my travel plans. He refunded my original fare amount but claimed he could not refund the $73 upgrade fee. I then requested the $73 in the form of a credit voucher, which he did honor.
I was pleasantly surprised by both of these interactions. I just thought that it deserved to be noted that Spirit did handle my requests kindly and with consideration for my needs.
Well, I’m back. Please disregard my nice review of Spirit (above). Six days later, no refund, no credit voucher. When I called the customer service center (which the agent informed me is in Bangalore, India!) they claimed to have NO RECORD OF MY PREVIOUS CALL AND THE MANAGER’S OFFER TO REFUND MY TICKET.
I’m pretty ticked off – likely going to make a direct trip to the Miramar office this week since I live in South Florida. Any tips or advice anyone?? help!!
Just in case any Spirit customers are out there researching the customer service issue, I am here to post an update.
I emailed Heather Harvey, who was VERY helpful in resolving my issue. She quickly had a customer service rep. contact me via telephone. They very kindly refunded my original fare amount and issued a credit voucher for the upgrade amount.
All in all, I am very impressed with their customer service. I know they have a bad reputation, but I think those of us with positive experiences should also post information. And let’s be honest here – it sure doesn’t look easy to run a profitable airline these days, take care of customers, and keep things running smoothly. I’m so delighted with Spirit, I’m making a point to book my next ticket with them.
Thank you for the contact information regarding personnel at Spirit Airlines. I’ve already sent plenty of emails after finding the addresses today. Furthermore, thank you for the advise regarding writing a complaint letter, however, I feel that I cannot keep it so nice. I cannot tell you how bad of an experience I’ve endured recently with Spirit Airlines. This was my first and last flight experience with the company.
After 2 months of emails and phone calls I said forget it and went on ahead and filed a complaint with the bbb and began to file one with my credit card which was overcharged. I decided one last try before mailing the complaint to the credit card company. I found this site and made some calls. Of course there was no answer but to my surprise within minutes of leaving a message I recieved a callback. The woman was very helpful and apologetic for everything. We’ll see how it turns out as it sometimes takes a couple of billing cycles before it shows. My advice for anyone with problems is to directly contact them. Thank you for this website with names and numbers.
My luggage was ruined on a trip from Denver to Ft. Lauderdale…It arrived in a white plastic bag. I was in a hurry meeting my pick-up car and when I opened the plastic bag I was shocked to see how badly the luggage was..I called immediately and got some one in India who did not tell me I had to report what happened in 4 hours..they made it seem like I could go back to the Spirit office at the airport at anytime. I have e-mailed, mailed all the pertinent info and so far no answer…this is the first time in 50 years of flying that I have had such a problem!
I just bought the $9.00 flyer discount programme and was charged $39.95. I tried
in vain to get some costomer service help until I saw your page. I asked for a re
imbursement since they would no longer be flying from Trinidad, West Indies.
I hoope that I would be successful in my bid. Had I read this page before, I would
have been smarter. I am trying very hard to make a booking but in vain. Somebody
please help!!!!!!
Spirit’s “Buy One Get One” promotion of 1/28 – 1/29/2009 is false advertising.
The offer is for flights though 6/17/2009 but NO FLIGHTS are listed on net or at reservation center for Chicage in May or June.
Many e-mails to Customer Service result only in being told to comply with “Terms and Conditions” in order to get FREE ticket. IMPOSSIBLE as there are no flghts listed.
Hello
I hope you can give an idea of how I can cancel my membership with Spirit Air.
I was’nt able to find any costumer service number where I can do such a thing.
I’ll apreciate any help. Thank you ,very much.
Elvira