We arrived at the Fort Lauderdale Airport on 5/25/07 at 9.15 am and stood in line outside of the airport. We asked Bob (a Spirit employee) where we should proceed. He was guiding people through the lines inside and he told us to wait online inside of the airport.
We got to the Spirit ticket agent Linell at 9.30 am Linell took our identification and attempted to check us in. After trying to check us in she stated that the confirmation was locked as someone else had checked us in. We explained that no one checked us in and she was the first ticket agent to assist us. She took our identifications and told us she would need someone to unlock our confirmation. She walked to numerous other ticket agents and came back stating that "Candice" had locked our confirmation. WE requested that she get a supervisor.
She returned at approx. 10.10 am and told us that she WAS still trying to get a supervisor and then she proceeded to walk away once again. We asked Paula another ticket agent to get a supervisor to assist us or to help us and she told us that Linell WAS working on it and Paula said she would get us a supervisor. While waiting I contacted the reservation number and they stated that the confirmation was not locked and that we needed to speak to a supervisor. I explained that we were attempting to speak to a supervisor and ha D been waiting for almost 45 minutes for someone - anyone - to assist us.
At approx. 10.20 am Linell came back and told us that we had not arrived a the airport in time. At 10.30 am I went back to the Spirit Air employee, Bob, who let us in the line and explained the problem and he went to find a supervisor. Anne Marie came to "assist" us. She told us that our confirmation was locked and that they were attempting to call the help desk. Once again, I contacted the reservation desk and they confirmed that there was no problem with our reservation and that once again we needed to speak to a supervisor,
However they refused to speak to any Spirit air employees with whom we were attempting to deal, at the airport despite the fact that we were about to miss our flight-through no fault of our own and because of the errors, incompetence and indifference of Spirit Air employees. At 10.45 am, Anne Marie told us that we would not make our flight and that there was a flight leaving at 11.00pm and she could get us onto that flight. We explained that we had a car reservation as well as had made accommodations arrangements for San Juan. She then stated that she could get us on a flight leaving at 1.00 pm and arriving in 03:40pm AGUADILLA RAFAEL HERNANDEZ INTL (BQN) which is 2.5 hours away from where we were originally booked.
She told us that we would have to pay for new fees as we had missed our flight. We explained once again that we were at the airport in time and it was the agent who could not check us in. We explained that this airport is 2.5 hours away from San Juan and asked if Spirit Air would compensate us for the car to get to San Juan. She said that all she WOULD do is waive the airline fees and stormed off.
Even though we missed our flight through no fault of our own we were not compensated in anyway. I have written to the company and have not heard back.
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