The following is a letter that I wrote to the CEO after an experience I had. I sent this certified to the CEO, the COO and the VP of Marketing and did not get any response from them. I will Never fly with them again. I will pay double on another airline rather than Spirit.
Dear Mr. Baldanza:
I am writing this letter to inform you of the poor service I have received from Spirit Airlines. Unfortunately I have contacted your Customer Service Department and have not received timely responses therefore, I feel compelled to contact you directly in hopes you will handle this issue promptly and reasonably.
On September 9th I flew out of Atlantic City, NJ airport to Myrtle Beach, SC and was to return to AC on September 16th. My mother had been ill therefore we took out the extra insurance that was offered through AIG for this reason. Unfortunately on Friday September 14th I received a phone call that my mother's condition changed drastically and was not expected to live much longer. I had no other choice but to drive from Myrtle Beach, SC to Morgantown, WV where my mother resided.
On that very Friday September 14th, I called Spirit Airlines customer service number that is listed on your website to cancel my flight and much to my dismay I was on hold for over 1 hour. When your representative finally answered my call (unfortunately I did not write down her name) she did not know answers to some questions and placed me on hold and then the call was disconnected however, I was able to let her know that I needed to cancel the flight. I was not about to call back and be placed on hold for another hour as I had other things to take care of getting home to my very ill mother. Did receive an e-mail from your company on September 14th at 6:38pm confirming modifications to the flight since my boyfriend was flying back to NJ and I was not.
After I was disconnected from your representative I sent an e-mail to the customer service department explaining what had happened in hopes that someone would get back to me with a response about reimbursement. After no response, I again sent another e-mail on September 26th and still nothing.
Finally on October 18th I received a response from Carlos Martinez stating that there was no record of the flight being canceled and therefore I had forfeited the value. FunnyI did call to cancel but as I stated, I was on hold, spoke to an obviously not well trained employee, placed on hold again and then disconnected, but I am wondering why I received a flight modification e-mail if I didn't cancel the flight? I responded back to Mr. Martinez on the same day I received his e-mail, October 18 and have still not had any response.
Enclosed you will find copies of all of the e-mails that I have sent and were received regarding this issue for your review. If you need any additional information please contact me at the phone numbers I have listed.
I should hope that you would want to redeem your company in a positive way and will respond to my issues. I have never had to complain with any company at this length before and I am hoping this is resolved as me and my family would like to continue flying Spirit Airlines in the future.
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