Spirit Airlines

http://www.spiritair.com
2800 Executive Way
Miramar, FL 33025
(954) 447-7965
(800) 772-7117

How to get through to an operator
dial 1 and wait.

Overview

Spirit Airlines is one of the most complained-about airlines flying today. In an effort to be come what it calls an “ultra low cost” carrier, it has cut back or eliminated many of the customer service considerations that air travelers take for granted. Recently, despite outsourcing its customer service call center, Spirit appears to be taking customer service questions a little bit more more seriously. Let’s see if the trend holds.

If you have a customer complaint, please read this before contacting the company.

Customer service resources

Contract of carriage
Customer service

Follow Them

Primary e-mail

spiritair@mailnj.custhelp.com

Primary contact

Heather Harvey
Manager, customer relations
2800 Executive Way
Miramar, FL 33025
(954) 628-4957
heather.harvey@spiritair.com

Secondary contact (*):

Tony Lefebvre
Senior vice president, customer service
2800 Executive Way
Miramar, FL 33025
(954) 447-7965
Tony.Lefebvre@spiritair.com

Chief executive (*):

Ben Baldanza
President and chief executive
2800 Executive Way
Miramar, FL 33025
(954) 447-7965
ben.baldanza@spiritair.com

What others have to say about Spirit Airlines

Aviation Consumer Protection Division Air Travel Consumer Report
Epinions.com
Airline Quality Rating

This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.

* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.

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  • John

    Heather:  If Spirit has any intelligence, it will waive the baggage fees for the student band/group who has planned on going on tour via Spirit. It will take Spirit millions ($$) to overcome the bad publicity generated by your failure to do so.  Also as a retired lawyer, it seems to me that Spirit contractually agreed to a fixed price for the group, and legally Spirit has no legal right to add the additional fees.   John

  • Jose

    Count me in Alexandra!

  • Alpha Centauri

    Spirit Airlines took the same class on “How to be Rude to their customers”
    On the same school that the timeshare salesmen took it. They are both the same scum!

  • Bobimport

    July 27 2011  i flew from STI to FLL  they changed plans and only had 1 big front seat. Well When I asked how I was going to get a refund they just said call.  LOL  when I asked again they said “we will put you off this flight” seems to be their answer for everything

  • SANTOS DEL VALLE FLORES

    ES LA LINEA AEREA MAS AROGANTE,INHUMANA Y SIN SENTIMIENTOS.MI HIJO TENIA RESERVACION PARA JULIO 23 DE 2011.e NO PUDO VIAJAR DEVIDO A QUE ESTUVO DE CAMA POR DOS SEMANAS DEVI DO A UNA OPERCION EN LA CERVICAL HASTA LA CABEZA.LA OPERACION FUE EN LOS ESTADOS UNIDOS.LE HICIERON UNA FUSION Y NO LE FUNCIONO.LE INSERTARON HUESOS DE CADAVER PARA HACERLE UNA FUSION,Y EL HUESO NO SELLO.ESTA PASANDO POR LOS DIAS MAS INFELICES DE SU VIDAHASTA QUE HA INTENTADO CON SU VIDA .. ESTUVO EN CAMA POR DOS SEMANAS  YA QUE NO PODIA MOVERSE,NI HACER NADA POR SI MISMO.ESTUVIMOS  LLAMANDO A LA AEROLINEA.PRIMERO LE DIJERON QUE CON UN CERTIFICADO MEDICO LE PODIAN HACER OTRA RESERVACION EN EL AEROPUERTO DE PUERETO RICO.EL HA SEGUIDO LLAMANDO Y LLAMANDO DIA TRAS DIA PARA VER SI SE PUEDE IR LO MAS PRONTO POSIBLE PARA VER SI PUEDE ENCONTRAR UN BUEN NEURO CIRUJANO.
    PERO LA AEROLINEA AHORA DESPUES QUE EL PAGO $233.30 AHORA QUIERE QUE HAGA OTRA RESEVACION.DIOS QUIERA QUE NINGUNO DE USTEDES PASEN POR LO QUE EL ESTA PASANDO DEVIDO A UN ACCIDENTE DE AUTO DONDE EL ESTAVA REGRESANDO A SU CASA CAMINANDO Y LO ATROPELLO ESE DESGRACIADO.YO TIENE UN TOTAL DE 14 CIRUGIAS Y NADA QUE MEJORA.POR FAVOR TENGAN COMPASION YA QUE EL NO LES ESTA PIDIENDO QUE LO TRASLADEN A LA FLORIDA DE GRATIS YA QUE EL PAGO POR SU TIQUETE. Y A DEMAS ESTA CONDENADO A MUERTE CON CANCER EN LA PROSTATA.Y FABROMAALGIA.DIOS QUIERA QUE SIGAN EN SERVICIO POR MUCHOS ANOS .PERO CON LA S TRIPULACIONES DE VUELO QUE USTEDES TIENEN LA MAYORIA SE CREN QUE SON MODELOS COMO EN LOS 50.NI SALUDAN ,NO AYUDAN A LOS ANCIANOS E INPEDIDOS A QUE ABORDEN NI LES AYUDAN CON EL EQUIPAJE.NO CREO QUE CON ESA ACTITUD ESTEN VOLANDO DE TRES A CINCO ANOS MAS.LA MAYORIA DE LOS PASAJEROS QUE VIAJAN FRECUENTE YA ESTAN VOLVIENDO A HUSAR LAS AEROLINEAS QUE USABAN ANTES.CUANDO PASAN POR LOS PASILLOS PARA HACER LAS VENTAS Y ENTRGARLAS PARECEN QUE TODOS HOMBRE Y MUJERES TIENEN LA CARA TODA IJECTADA DE BOTOX.POR QUE NO TIENEN ESPRECION EN  SUS CARAS NI TAN SIQUIERA UNA SONRISA QUE NO CUESTA NADA.Y MIENTRAS ESTAN SIRVIENDO CAN LOS CARROS DE SERVICIOS.LAS CONVERSACIONES SON ENTRE ELLOS,COCMO POR EJEMPLO QUE VQMQS A HACER ESTA NOCHE QUE NO VOLAMOS POR DOS DIAS.YO NOSE TU PERO UNO DE MIS NOVIOS ME VA A SACAR DE PASEO
    YA QUE TU SAVES QUE TENGO NOVIOS EN CADA PUERTO,Y HASI CANDO TENGO LAY-OVERS ELLOS ME SACAN A TODOS SITIOS.ME DA VERGUENSA QUE UNA COMPANIA QUE SE DEDICA ALTURISMA,PLACER Y SEGURIDAD DEL PASAJERO SEA LO ULTIMO QUE HACE EN EL VUELO O CASI NUNCA.YA QUE CUANDO VEN UN PASAJERO O UNA PASAJERA QUE LES GUSTA SE PARAN AL LADO DE ESA PERSONA DESPUES DE LAS VENTAS A CHARLAR BCON ESAS PERSONAS.A PARTE DE QUE PASAN LA MAYORIA DEL VUELO EN EL GALLY ARREGLANDOSE,PEINANDOSE Y MAQUILLAMDOSE. DESCARADOSSSSSSSSSSSSS…..ESO DEMUESTRAN QUE SON PERSONAS QUE NO LES GUSTA EL TRABAJO QUE HACEN…LOHACEN UNICAMENTE PER LOS VENEFICIOS,SALIR DEL LADO DE SUS PADRES Y NOVIOS,ENBUSCA DE SU PRINCIPE AZUL.LO MENOS QUE PUEDEN GACER ES DISCULPARSE AUNQUE SEA CON MI HIJO YA QUE ESTA TAMBIEN DESAUCIADO O SEA CONDENADO A MUERTE.HIS E-MAIL IS JDTROPICAL@AOL.COM  QUE DIOS LOS BENDIGA Y LES DE MUCHA SUERTTE Y SALUD Y QUE NUNCA TENGAN QUE PASAR CON UN HIJO O UN SER QUERIDO POR LO QUE YO ESTOY PASANDO CON MI QUERIDO HIJO.POR CULPA DE UN BORRACHO QHE LO ARROLLO Y LODEJO MUERTO EN LA CARRETERA.GRACIAS A UNA BUENA SAMARITANA QUE NO LE IMPORTO NADA Y LE DIO LOS PRIMEROS AUXILIOS Y NO ME LO DEJO MORRIR.MI HIJO IBA CRUSANDO LA CARRETERA CUANDO EL BORRACHO LO IMPACTO.LE IBAN A AMPUTAR LAS PIERNAS PERO SE LAS SALVARON PERO QUEDO MUY PERO QUE MUY MAL

  • Derf58

     i tried with an e-mail now i will try facebook hope i get an answer now tks for your time From: FRED M. To: “martin.harrison@spiritair​.com” ; “tony.lefebvre@spiritair.c​om” ; “jeff.carlson@spiritair.co​m” ; “greg.kappen@spiritair.com​” ; “Heather.Harvey@Spiritair.​com” ; “david.lancelot@spiritair.​com” ; “barry.biffle@spiritair.co​m” Sent: Friday, July 29, 2011 4:35 PMSubject: need helpa few years ago i had a spiritair credit card which gave me a free membership in the $9 club.i had to cancel the card for personal reasons so i lost my membership. I enjoyed the discounts i got from the airline so i decided to pay for a membership.so in Aug of 08 i took one out. In Jan of this year i was going to fly down to florida and asked customer service for my $9 club username i was told on the phone that my membership expired. So i was able to get a deal on another airlines and forgot all about it. in June i wanted to fly down with my friend to florida and so we decided 1 of us should have a membership so ca r ordered our tickets and took out a $9 membership we both live in NY and Florida figured we would be able to take advantage of your flights.today i got an e-mail stating that aug.28 they were going to renew my membership that i was told in jan i did not have.i called to explain to customer service but after staying online with a lady saying they same thing over and over for 45min i asked please to speak to a supervisor.i waited on hold about 30min to have a gentlemen get on the phone and basically told me he could do nothing my loss. i asked him if there is a way we could find out who i talked to and it seems there is no record.i would love to stay a member but feel that because i was given false info i had wasted $59 this year on a membership i did not get to use and if my membership was active then ca did not have to buy a membership because we travel together most of the time please try and help

  • Ofeliamedina22

    Por favor necesito urgente comunicarme con ustedes porque cancelaron mi vuelo , de Bogota a Miami y no hay forma de que contesten , llevo mas de una hora tratando. Mi nombre es Ronal Medina

  • Emilyolds1

    I am writing to express my deep displeasure with Spirit Airline and their complete lack of any customer service.  I booked a flight to Costa Rica last
    year and had to cancel that trip after my husband died on May 24, 2011.  I immediately cancelled my flight—May 25th.  I found their website very difficult to use
    and found it extremely difficult—nearly impossible—to speak to a human being to
    help me with this cancellation.  To the
    best of my recollection—and I was dealing with the shock of my husband’s death
    the day before—I was told by one of their outsourced customer service
    representatives that the flight was cancelled and that I would be refunded on
    my credit card.  When I didn’t see the
    refund show up on my credit card statement, I called the airline in July to
    make sure that the flight had been cancelled and to double check on the refund
    since my husband’s death had been the cause of my cancellation.  Most airlines will refund a ticket or at
    least part of the ticket in the event of a death.  I spoke to someone, again, at an outsourced
    location, who told me to write a letter to the corporate office and send a copy
    of my husband’s death certificate.  I did
    this, and just received a response. 
    Apparently, I was issued a credit for my ticket, although I have no
    recollection of ever hearing that from anyone or reading that on any of the
    labyrinthine web pages I encountered. 
    And apparently, that credit expired on July 24, 2011.  So, I was expected, in the midst of grieving for
    my husband and comforting my children, to book another flight on Spirit
    Airlines?  Seriously?

     

    I am outraged, first, because I had no knowledge about any
    credit or the “expiration date” on that credit. Even if I had been aware of
    said credit, I find it ridiculous that a death in the family does not qualify
    one for a refund.  Second, I am outraged
    by the incredible lack of customer service this company exhibits.  They are intentionally obtuse and difficult to
    contact.  I was told by one of their
    outsourced employees that he was not allowed to give out the corporate phone
    number.  So they are intentionally
    avoiding their customers?  Their phone answering
    system is ridiculous and, again, sends a clear message that they don’t want to
    deal with customers.  And lastly, the
    letter that I received from “Mindy 63133” explaining to me that they will not be
    refunding my $600+ after the death of my husband ended with “I thank you for
    choosing Spirit Airlines and have great day.” 
    REALLY????  MY HUSBAND JUST DIED.  Have a great day?????  That was completely thoughtless.

     

    HORRIBLE HORRIBLE experience!  Never using them again!

  • LIAT MAIDLER

    Hello
    My name is Liat Maidler, Passport no’  04FE43223
    I took the flight from NYC-LGA to San Jose, Costa Rica, connection in Fort Lauderdale [FLT No 779 , FLT No 755] the first flight was Delayed for more than 2 hours twice and we missed our flight to Costa Rica.
    when, eventually, we arrived to costa rica [the day after] my luggage did not arrive [04B7087246]. apparently it was lost in fort lauderdale.
     Its been more than 48 hours since we landed in Fort Lauderdale and I still did not get my bag, I have no Luggage with me, and no one contact me from the air company,  even thought I gave my contact information (phone no and e-mail address , and eventhought they promise to contact me within 24 hours.

    You can send my Luggage to the address below or contact me ASAP
    I am staying at SURFINN Hotel in Hermosa Beach Costa RicaReception: 011 (506) 2643-7184
    Cell: 8899-1520
    http://surfinnhermosa.com/

    My phone no is 972544224433
    Sincerely,
    Liat Maidler, ADV

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  • Ravi

    I had a terrible experience with Spirit Airline. I had mistakenly booked it when I found their fare to NY was $20 cheaper. Only when I was robbed of $80 for a cabin bag I understood the lame business strategy for this airline. 
    In this age of information technology the stupidest thing a corporation could do to make money is to have hidden charges in its fare. The airline hasn’t made any announcements to its passengers about this dubious charge and only at the boarding pass counter I had been asked to pay $40 for my bag. That increases my air fare by $80 (or by 40%) on a round trip journey to NY. On top it the flight was delayed by 2.5 hours. The airport staff of this airline was also very unfriendly when questioned about the last minute baggage charges. When asked about the Spirit customer care number the airline staff was reluctant to provide it and some were not knowledgeable of such a facility. 
    How bad can it get? Take this, when I asked the airline staff if there was a complaint book they had nonchalantly said that the comments on the Spirit.com was their channel to receive complaints. A blatant way of conforming to their lousy attitude. 
    It doesn’t end there. A call to their technical support to lodge a complaint ended with the agent trying to sell me a Spirit credit-card. Are they not serious about giving a good customer service or is it that their staff are plainly dumb? I doubt it is the latter one that is fueling the former.

  • sara

    WORST AIRLINE!

  • Hanan

    Fly Delta and save the headache! After charging my husband and I $225 for our luggage…it came out to about the same. And because our luggage was 5 pounds over, they slapped an extra $25!!! HORRIBLE EXPERIENCE> NEVER AGAIN WILL I FLY SPIRIT!

  • Boombearie

    Early tuesday morning (about 3 am, west coast time, November 29, 2011) I received a phone call from travel partner # 1. He explained to me that travel partner #2 was being made to buy a ticket out of Colombia proving onward travel and that we needed to do the same. Both bought a ticket through Avienca air, for December 22nd, 2011 leaving from Cali, Colombia to Quito, Ecuador. So, I called Spirit Airlines right then explaining what had happened. I asked the agent if my homeward ticket from Santa Cruz, Bolivia on April 16, 2012 was proof enough for the airline to let me move forward with my journey. She told me that it was and just confirming her answer, I asked again, and she told me that it was fine. 

    I received confirmation from my travel partners that they arrived safely in Bogota, Colombia without any further problems. The ticket from Cali to Quito PROVED to be sufficient for onward travel.

    On Wednesday, November 30th, I attempted to board my flight to Bogota from Ft. Lauderdale, FL, the very same airport my travel partners left from. The ticket agent asked for proof of onward travel and I presented my ticket confirmation for my flight out of Santa Cruz, Bolivia to Miami, Florida for April 16th (the ticket I was told the day before that would be sufficient proof for onward travel). The ticket agent would not accept it and told me I needed a ticket within 90 days of my original departure date. While there, I booked the same exact flight as my travel partners, from Cali, Colombia to Quito, Ecuador on December 22, 2011.  The ticket agent still would not accept this new ticket, even though it was sufficient proof for both of my travel partners She told me I needed a ticket back to the states (even though I already had one). I was forced, then, to buy another ticket through Spirit Airlines, for December 12th, 2011, from Bogota, Colombia back to Ft. Lauderdale, FL. 

    This was an absolutely unnecessary purchase. I had TWO tickets proving I was leaving Colombia AND was told by a Spirit Airlines agent that my ticket from Bolivia to the US was SUFFICIENT proof to board the plane. On top of that, Spirit Airlines was incredibly inconsistant in regards to holding up the same policies for everyone involved. I was forced to buy an additional ticket when my travel partners did not have to. I was told the day before by one agent that my ticket was sufficient and the next day, by another agent that it was not. It was completely unnecessary. Spirit Air has proved to be unreliable, inconsistant and needs to take responsibility for the emmense error they have made, not to mention the amount of suffering and trouble they have put me through. 

    For the last two weeks, I have been trying to get in contact with someone but my wait time is an hour or I get disconnected. 

  • Mrs. Hawes

    Exactly.  Thank you Capper! If I may add, the “Spirit of Corruption” Airline is the epitome of what this country has become because people will do anything for “what appears ” to be a cheap flight.  However, on the back end of my vacation flying with Spirit, they lost me thousands of dollars and a ruined vacation.  It’s a long story that I may get around to writing on here, but the bottom linen is that they are corrupt to the core!  Can’t believe they haven’t b been shut down by the federal government for violations of RICO statutes among other things.  We will see what the future holds for the “Spirit of Corruption” Airline (MY name for them). As for me, it is going to take a lot of prayer to get my  anger in a place where I can actually have some peace. Dear Lord, help me get over what these corrupt people did to me and my husband in the Bahamas on December 31, 2011.  It was unbelievable!

  • Mrs. Hawes – revised

    Exactly.  Thank you Capper! If I may add, the “Spirit
    of Corruption” Airline is the epitome of what this country has become
    because people will do anything for “what appears ” to be a cheap
    flight.  However, on the back end of my vacation flying with Spirit, they cost
    me thousands of dollars and ruined our second honeymoon!  It’s a long
    story that I may get around to writing on here, but the bottom line is that
    they are corrupt to the core and I have been damage in more ways than one
    because of it!  I can’t believe this corrupt and immoral airline hasn’t
    been shut down by the federal government for violations of RICO statutes among
    other things.  We will see what the future holds for the “Spirit of
    Corruption” Airline (my name for them). As for me, it is going to take a
    lot of prayer to get my anger in a place where I can actually have some peace
    and get some restful sleep.   “Dear Lord, help me get over what these
    corrupt people did to me and my husband in the Bahamas on December 31, 2011.”     It was unbelievable!

  • S Calloway

    Shaking My Head – On Dec 31st I was flying on Spirit Airlines coming home from Detroit MI – My flight left at 5:55pm only to arrive in Fort Lauderdale at 8:55pm – While waiting in the Airport a gentlemen working for Spirit airlines (his name is Christian a former employee of Midwest airlines) was singing “Come Fly with Me”  etc…asking passengers to sign up for the 15,000 bonus miles (3 free airline tickets) He walks over to me and asks if I would be
     interested. in sighing up and I asked him what if your not approved….He stated that you would still get the free ticketes. I wasn’t approved, but when I called to try and see about those tickets…I was informed that I was given wrong information….SMH…..I’ll be sending another email to whomever I
    to……to get this issue resolved…

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