Spirit Complaint
Submitted by: Anonymous | Post a complaint | Back to Complaints Forum
On the 22 of September 2019 a Spirit airline ticket, confirmation number ******, was purchased. The dates of travel were set from October 3, 2019 to October 8, 2019 from San Diego, California to Fort Lauderdale, Florida round trip. A few minutes after purchasing the ticket for a woman by the name Tamara Perry, I was told that the person whom the ticket was purchased for no longer wanted to come to Miami.
After gaining this information roughly twenty minutes after purchasing, I called the Spirit Airlines headquarters on 22 of September 2019 at 21:57 (9:57pm) to inquire for a full refund of my purchase. For 6 minutes and 26 seconds exactly, I remained on the phone on hold waiting for a representative to assist me in my refund process. After those 6 minutes and 26 seconds, no one answered and the call dropped on Spirit Airline’s end. I am not sure if the drop of the call was intentional by them or not, however the call dropped.
Immediately after the call was dropped, I proceeded to go online to inquire for my refund there. I attempted to log into Spirit’s website as a guest with the temporary password I was given and the site would not allow me to log into the account to inquire for a refund. I attempted to do the same things online on 23 of September 2019 so that I can acquire my full refund of my purchase within the 24-hour refund window they stipulate on their policy. Absolutely NO assistance was granted to me after inconveniently seeking it out within the 24-hour period and even after the 24-hour period.
On the 24 of September 2019, I, once again, inquired for a full refund. I called the Spirit Headquarters, twice, only to be told by the automated machine that “do to busy attendance and long wait times, it is suggested that I use the SMS service though whatsapp.” I proceeded to do that and all I was told to do was to file a complaint or concern at spirit.com/help. I filed two complaints, they were received and I was told that someone would be looking into my investigation. Roughly, two hours later, I receive an email from one of the representative of Spirit Airline’s investigation department, Charlie, and I was told by Charlie that he would be looking into my inquiry. I asked him if there he needed anything from me to help him with the investigation: no response. The next day, I try to follow up on the investigation: no response.
I patiently waited for a response for my inquiry regarding my investigation for five days. I did not receive anything.
On the 30 of September, I called Spirit Headquarters once again to inquire for a refund that I am rightfully entitled to because I wasn’t given the proper assistance that was owed to me within the 24-hour grace period for the refund. I called only to finally get through to a representative and be told by the representative their 24-hour refund policy, which I already knew of. I spoke to three different people who only told me the same thing continuously not taking into consideration the lack of action on their part when I did what I could to abide by the 24-hour window. Their customer service was horrible during the call and even before the call when I did my best to inquire beforehand.