This is my first experience with Spirit Airlines and I am very disappointed. I unintentionally finalized an online flight purchase that was made 76 days in advance of the flight, by clicking the "Book Reservation" button. I am used to internet sites giving the customer an opportunity to review all information before finalizing the purchase. I wasn't given this opportunity. There wasn't even any indication near the "Book Reservation" button that my card would be billed or that the transaction would be finalized.incidentally, I chose the wrong flight by mistake.
I immediately called customer service (Philippines call center) within minutes of my involuntary purchase and asked (Cloe) if I could please cancel my reservation in consideration of the circumstances. I was told that I could not do so. She said that she could change the flight for a $70 fee. I then asked politely if I could please speak with a supervisor (Miss Diane) and was given many reasons why I did not "need" to speak with a supervisor. After nicely asking roughly 10 times to "please" speak with her supervisor, she finally and reluctantly placed me on hold for more than 5 minutes before getting back on the line and telling me that the supervisor said that she could not help me. I was completely taken back by her response! After collecting myself, I asked once again if I could please SPEAK with her supervisor and was told that her supervisor would NOT speak with me.
I have never had this happen before on a "customer service" call and was very frustrated. I asked if there was anyone in the United States that I could speak with and was told that they had no phone number for anyone in the United States. I then asked if they had a corporate office and was given a Mirimar, FL address that I could send a letter to. No email address. No phone number. No contact name. Just to be sure that the service I had received was typical of Spirit Airlines I called once more. This time I spoke to (Joey) and was given the exact same information. Unbelievable!
As I only had one choice to contact someone who was somewhat in charge of this operation, I blindly sent a letter explaining my situation to the Corporate Offices and asked them to please reassure me that this isn't the way that they want to treat their clients. I think it was very rude for the call center supervisor (Miss Diane) to choose not to speak with me. That's what a call center supervisor is paid to do. I also asked politely for a refund for my flight ($228.80) which would not depart for another 76 days (plenty of time to re-list and sell a single seat from Los Angeles to Ft. Lauderdale during peak season).
The first answer I received from the corporate office was as follows:
"Thank you for contacting Spirit Airlines regarding our policies.
Changes to travel dates may be made up to 24 hours prior to departure, with any difference in airfare for the alternate dates. Changes are not permitted within 24 hours of a flights departure.
For non-refundable reservations booked prior to February 1, (a) changes or cancellations may be made up to 24 hours prior to departure for a $50 service fee per customer for any changes made to your itinerary, plus any difference in airfare for the alternate requested dates (s) or flight (s), (b) changes or cancellations are not permitted within 24 hours of scheduled departure, (c) failure to provide 24 hours advance notice of cancellation or change will result in the forfeiture of the reservation and its value, and (d) travel vouchers will be issued upon the making of a permitted change or cancellation (vouchers must be used for travel booked and completed within one (1) year from the booking date of the original reservation and have no cash value). Tickets are non-transferable.
For non-refundable reservations booked on or after February 1, (a) changes or cancellations may be made up to 24 hours prior to departure for a $60 service fee per customer for any changes made to your itinerary if changes are made online at spiritair.com and a $70 change fee for any changes made to your itinerary if changes are made elsewhere (e.G. Phone reservations, at the airport), plus any difference in airfare for the alternate requested dates (s) or flight (s), (b) changes or cancellations are not permitted within 24 hours of scheduled departure, (c) failure to provide 24 hours advance notice of cancellation or change will result in the forfeiture of the reservation and its value, and (d) travel vouchers will be issued upon the making of a permitted change or cancellation (vouchers must be used for travel booked and completed within one (1) year from the booking date of the original reservation and have no cash value). Tickets are non-transferable.
Sincerely,
Xxxxx xxxxx (name omitted for privacy reasons)
Corporate Consumer Relations
Spirit Airlines"
I then responded with a more detailed letter of why I felt I was wrongfully charged for my flight and that the website was misleading. I also mentioned that I called customer service immediately (again, 76 days before the departure date) to ask them to cancel the order that was placed unintentionally. This follow up email was responded to the next day as follows:
"Let me reiterate the non refundable policy as stated below.
Sincerely,
Xxxxx xxxxx (name omitted for privacy reasons)
Corporate Consumer Relations
Spirit Airlines."
This is the way Spirit Airlines chooses to deal with customer complaints and disputes. I had also filed a complaint with the BBB of Southeast Florida which never received any comment by Spirit Airlines.
Please, I urge all of you to consider other airlines when making your future travel arrangements. "Just say no" to Spirit Airlines!
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