Spirit Airlines
Check-in closed early and $70 rebooking fee after four hour wait

After my experience today with the employees and policies of Spirit Airlines, I have decided to post a complaint everywhere I can to warn innocent customers from ever doing business with Spirit Airlines. Customers are not being treated fairly and professionally. I booked a flight leaving Fort Lauderdale International Airport at 1:20pm on June 6. I arrived at the airport at 12:10pm and proceeded to the appropriate line to check in. Self service was unavailable at this time, so I had to wait in line to speak with a ticket agent. After waiting for 15 minutes, I overheard a commotion from other customers near the ticket counter. It was at that time that a Spirit representative stated that my flight had been closed and that no further check-ins were being excepted. Why weren't the customers already waiting in line made aware and giving the opportunity to get their boarding pass before the flight was closed? I now had to rebook and wait in another line. Myself, as well as many other disgruntled customers, did as we were asked and we waited to be helped with rebooking. In THIS line, only one agent, Johanna, was available to assist customers. I waited for over 4 (four) hours. In several occasions, I asked Johanna for the help of a supervisor, but she would only answer me in a disregarding manner. Finally, after a shift change near 5pm, more ticket agents were available and I was assisted. At this time, it was brought to my attention that to rebook a flight, I had to pay an additional $70. I refused to pay any additional costs. Why should I be penalized for rebooking when I was at the airport checking in on time? In addition, I was told that the rebooking fee was not to be waived under any circumstance. Again, I asked to speak with a supervisor (Kevin or Daniel), and waited another 20 minutes before Daniel approached me. I began explaining the situation, when he rudely interrupted me and said "I'll be right with you." He never came back. There seems to be a lack of communication and customer service with the Spirit Airline employees. After literally standing in line for so many hours, I would imagine that there would be some understanding or kindness from the agents. Not once did anybody apologize to me for what was happening or bother to make eye contact with me when I spoke with them. I requested a refund for my ticket, but unfortunately my request was denied because of a nonrefundable ticket. I never flew out of Fort Lauderdale and my trip was ruined due to this mishap. I missed a very important family gathering which not only upset me, upset my family as well. I feel the employees and supervisors at Spirit airlines didn't seem to care very much. It seemed like the customers were just a herd of cattle being moved from one side of the room to the other, not being cared for. I will make certain to let all my family, friends, and co-workers know how horribly managed this airline is. Spirit Airlines has not only lost my business, but hopefully they have lost any future business from others.

Company: Spirit Airlines
Country: USA
State: Florida
City: Fort Lauderdale
Address: Fort Lauderdale Airport

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