I had a flight scheduled with Spirit Airlines from Fort Lauderdale to Myrtle Beach for a golf trip with some friends from Michigan. My wife is pregnant and on the day I was to fly had some medical complications. So, I had to cancel my flight for my golf trip to Myrtle Beach. No big deal, right. Wrong!!! I started by contacting Spirit to cancel my flight/reservations. First of all the customer service department is some where in the Philippines from my understanding. It was difficult to understand the agent on the phone. I was informed that since I did not cancel 24 hours prior to departure that I would forfeit my ticket. Not like I was able to predict medical complications with my wife's pregnancy or something. They did not seem to care. Spirit refused to issue me a voucher for a future flight. Simply put I was out of luck and they get to keep my money. I have traveled across the world and over the past 10 years have flown well over a 250,000 miles. Never in all my business or leisure travel have I had an issue with an airline on changing or canceling a reservation no matter what the circumstance or timeframe was. After arguing with the customer service agent that I could not understand very well, I asked to be passed onto a supervisor. I got the same story from the supervisor. After arguing some more and asking to speak to someone higher up, I was told that there was not anyone else that could help me. He was the highest management level there was for customer service. The only thing I could do was to send a letter and hope for a response. The supervisor then threatened to hang up on me because he said that he would not do anything else for me. The only thing I was able to get from him was the corporate address. "Send a letter to the company" he said. Like we all know those go right into the garbage and nobody of any clout or importance actually see those.
Doing some quick research online, Spirit Airlines has a poor reputation for customer service and customer satisfaction. I came across many people who have had similar problems and complaints against the airline. From rude ticket agents, poor customer service associates, lost luggage, to an over all "we don't care" and "you are out of luck" attitude. This extends from the bottom all the way to the top executive level.
Since corporate headquarters are in S. Florida I plan on making an unannounced visit.
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