Spirit Airlines
Failing to refund after false information/advertising

My family wishes to come visit for Christmas this year, so I was tasked with finding cheap airfare for the group of 7-9 people flying from Detroit to Las Vegas. A few days after getting assigned this task, I noticed that Spirit was having a sale and investigated.

I was to purchase the tickets for my parents as their Christmas gift, and my sisters family was to purchase their tickets. So, to investigate the deal, I checked to be sure that their dates of travel (12/22 - 12/27) were within the promotional period and they were. I then proceeded to start a purchase for my parents tickets.

The sale price was advertised as $89 each way, per person for round trip travel. Of course this is before taxes and fees, but that is normal. When filling out the form for my parents travel I noticed that I was not being charged the promotional flight for one leg of the trip. Thinking I must have missed something I re-read the details of the sale. The travel dates were in fact covered by the sale, and there were no limiting features advertised, such as limited seating available.

So to be sure before purchasing I called customer service at 800-772-7117. I was answered by a woman who could not understand what I was talking about (limited English experience) and she transferred me to a supervisor. The supervisor told me that these sales are usually limited to a certain number of sales, but was surprised when she was unable to find that statement in the advertisement. She then placed me on hold to consult with the internet department as to the details of the sale. When she came back, she told me that there was in deed an error, it was supposed to be advertised as limited availability, but since it was not advertised that way, that she would honor the advertised price.

I informed her that my purchase was really going to consist of two purchases, one for my parents and one for my sisters family, and she said that was fine. She said that there was no way for her system to note a sale that doesn't exist yet, so the only way to get me the advertised fare, was to purchase the fare at full price online, and then call back with the record locaters, reference her name, and the difference would be refunded.

We immediately made the online purchases, and I immediately called back. I was answered by a representative, who I informed of the situation. She took the locater numbers and placed me on hold while she checked with her supervisor. A short moment later, she came back and informed me that her supervisor was in fact the person that I had spoken to earlier, and that everything would be taken care of and I would receive an e-mail confirming the refund in 24 hours.

I waited, and got no confirmation. I called back to be sure everything was going as planned, and was told that I was mis-informed, that it takes 24 hours for the accounting department to get the refund, and that it will take 7-12 days for the refund to be processed and I would get an e-mail once it is completed.

I waited the 12 days and got no confirmation. I called back and ended up speaking to a supervisor, who informed me that it took time, and the best he could do was to look into it, and he promised me that he would personally call me back the next day at 1pm Pacific time to give me the outcome.

That time came and went with no call. So that evening I call back once again, and give the representative my record locaters and am told that a note has been made by a manager that I am not entitled to a refund. When I try to discuss this further, I'm informed that the note was made by a manager and there is nothing more they can do.

I've called back a couple more times since then, and have been unable to gain ground on this. I tried to inform them that had the original supervisor informed me that there was just no way to get me the price advertised, that I wouldn't have purchased the tickets, but since they had promised the advertised fare, I did purchase the tickets and would like the promise upheld.

The partial refund for both record locaters totals $623.96. I have tried calling every number relating to Spirit I can find, and it seems none of the US based numbers are active any longer, they either direct you to the 1800 number or you will get dumped into a voicemail that is full. I filled out a complaint using the online form, and have gotten no response. I have even filed a complaint with the BBB, but since Spirit is not a member, I don't think it will help.

I don't know what there is left for me to do. Be aware that starting Sept. 1, Spirit has outsourced all of their call taking to the Dominican Republic, and the Phillipenes. They seem to be taught to lie, and misrepresent in order to keep from doing anything useful.

Company: Spirit Airlines
Country: USA
State: Florida
City: Miramar
Address: 2800 Executive Way
Phone: 8007727117

  <     >