My Grandmother passed away June 23rd. I went online and purchased tickets thru spirit air's website on June 24th to leave the evening of June 26th. That evening, I found an e-mail with a promotional code for Spirit and decided the following morning, I would call their customer service to see if they could add it on.
June 25th, I called the spirit airlines customer service. The first attempt, I was on hold waiting for a service rep for 20 minutes before the call was disconnected. The second, third and fourth call were the same thing.
The fifth call, there was ringing and then it sounded like someone picked up. I could hear laughing and typing in the background. I said "Hello?". No answer. I said "Hello?" a few more times and this is exactly word for word what happened next.
Rep: WHAT DO YOU WANT?! (she was yelling)
Me: Hello, I have a promotional code I would like to add onto my tickets, Would you be able to help me with that?
Rep: NO!
Me: Well, could I speak to your supervisor so they can help me.
A long pause...
Rep: Hello, (my name)... Would you like me to cancel your tickets?
Me: What???
Rep: Okay, I have just cancelled your tickets. Good Bye!
She hung up on me. I checked online and sure enough, she cancelled my tickets for me and my husband to go to my grandmother's funeral. And for what? Because I wanted a promotional code added onto my tickets? She refunded the money to the credit card, minus $160 in fees. I thought tickets were non refundable. I guess not.
I called the airport to see if they could help. I was told there was no way to uncancell the tickets and there was no way to find the Rep who did it. I was also told "Well Spirit is going through a tough time right now." And how is that my problem? As for the $160 they did not refund? Too bad!
So, I was able to Re Book the same exact tickets with the promo code which ate up the $160 they did not refund. I did make it back home to my grandmother's funeral.
Then for the flight back home, I paid to upgrade the seats to the exit row. When we got on the plane, the seats were covered in GUM. We asked the flight attendant if they had anything so WE (meaning my husband and I) could clean the seats. She denied that there was anything even on the seats. Finally, after talking to ANOTHER flight attendant, we were able to have them get a janitor on the plane to help us clean it. The gum didn't come all the way off, so we had to place paper towels on the seats for the duration of the flight.
My problem is, I would like the $160 refunded for the additional fees when they cancelled the tickets and I would also like the $30 refunded for the upgraded seats for my return flight since they were covered in gum. But no one at Spirit seems to care that they just lost a customer. They also don't seem to care that they have employees in their midst that don't care about the customers.
My advice: Do not, no matter how good of a deal you get, fly Spirit Air. They do not care about the customers and they most likely do not care about their employees.
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