BEWARE Spirit Air website - ripped me off!!!

[trigfunctions]

Hi all - I wanted to post about my recent TERRIBLE experience with Spirit airlines. I'm posting here because so many of us live in South Florida and may consider using Spirit. I have flown Spirit often and usually have good luck, but this time their website has ripped me off significantly. When I called their customer service number I was told that they would not correct the problem. I am posting here and sending this to Spirit also. I will be contacting my credit card company as well. I will also post whatever additional response I get from Spirit, if any. To make a long story short, DON'T TRUST THE SPIRIT WEBSITE!!! :no:

Last year I took a round trip flight from Fort Lauderdale to Chicago. The return flight was overbooked, and I voluntarily got bumped in exchange for a voucher good for a round trip ticket.

I used the voucher to book another round trip ticket from Fort Lauderdale to Chicago. The voucher covered the cost of the ticket ($180.26) and I had to pay $50.92 in taxes and fees. My travel plans changed, so I went on the Spirit website to see if I could change the ticket. I understood that I would have to pay a $100 change fee, but I figured I would still come out $80.26 ahead. I explored several options and saw that the Spirit website would let me change the ticket to a completely different itinerary, so I used the website to change the ticket into a round trip ticket from Fort Lauderdale to Cancun.

The website showed that the price of the Cancun flight plus taxes and fees was $123.17. Adding the $100 change fee made the price $223.17. I entered my credit card number and the website showed the total price of the flight ($223.17) showed the subtraction for the voucher ($180.26), showed a SUBTRACTION of $71.48 for some reason, and showed that NOTHING was being charged to my card and no balance was due. Sounds great - an even swap for the ticket and I'm happy. My girlfriend then went online and bought the exact same ticket for $123.17 total.

When the confirmation e-mail came, it was very different than what the screen showed. This is an exact cut-and-paste from my confirmation e-mail:
-----------------------------------
Fare + FET: 71.48
Travel Taxes and Fees: 123.17
Other Fees: 100.00
------------------
Total Fare Price: 294.65

Voucher : -180.26
Visa : -223.17
Voucher Adjustment : 108.78
------------------
Balance Due: 0.00
FET = 7.5% Federal Excise Tax
-------------------------------------
WHOA! Very different than what was on the website. There is NO WAY I would have accepted this charge if it had shown that on the website. To make things stranger, when I checked my credit card statement on line the next day, it showed I was charged $172.25 for the ticket, not $223.17. Something is amiss.

I called customer service and after 45 minutes of getting the runaround, I was told that you can't use a voucher on-line and that they would not correct the problem or change anything in any way. Therefore, I have paid $172.25 plus the original $50.92 I paid in taxes ($223.17 total) for a ticket priced at $123.17 AND I have lost the original round trip ticket voucher. Talk about getting screwed! And remember, I got the voucher when I volunteered to get bumped on an overbooked flight so that Spirit could give someone else my seat and most likely make more money on that flight. This is how they treat good, repeat customers who do them a FAVOR?!

I am outraged. I think I should get my money back on my credit card AND some kind of compensation from Spirit for having to spend hours (yes, it really does take hours to deal with their customer service staff) trying to correct their mistakes. I will post whatever response I get from Spirit, but most of us know how awful their customer service system is. If anyone has any ideas for how to help me resolve this, please let me know. And most of all, DON'T TRUST THE SPIRIT WEBSITE!!!

[ONESPEED]

Spirit sucks, I've flown them three times and two of those times were miserable experiences. I'll pay more money and fly another airline before I'll ever deal with Spirit's Greyhound Bus of the skies mentality again.

[DebbyDiver]

Damn, and just after I priced out good flights to St. Thomas en route to St. Croix (didn't buy yet, waiting on dates). If I fly Spirit I can fly FLL; American is out of MIA. Damn. Good luck getting your refund.

[Straegen]

Agreed that Spirit sucks. When we went to SXM in June we almost went with them thankfully we didn't as they went on strike and screwed all their passengers with no help getting them onto other airlines. We were also coming through FLL on Spirit where we bumped into a guy that flew out of TX to one of the Caribbean islands on a round trip. He used Spirit to go from TX to FLL to his destination just fine. On his way back he was trying to pick up his connecting Spirit flight from FLL to TX only to discover they no longer went to his TX destination and cancelled the route during his vacation. They never sent notice and would not help him with a connecting flight on another airline even though he had already paid Spirit for the full fare. It was ridiculous. Yet another time at FLL their computers went down and all hell broke loose as they simply couldn't process any passengers. To make matters worse the agents were very rude and Spirit later refused to give refunds. We eventually got our refund but it was an uphill fight.

We will never fly them again. Besides after luggage and carry on fees they end up being the same price as AirTran usually. When going with a checked bag we almost always use Delta.

[DebbyDiver]

Hmmmm, American out of MIA nonstop for $50 more is looking better...I just hate flying out of MIA.

[Diver Dave 69]

This is the same company that charges $25 for a carry-on, right?

[deepstops]

Hmmmm, American out of MIA nonstop for $50 more is looking better...I just hate flying out of MIA.

I still HATE flying out of MIA but it's not as bad as it used to be, say five years ago. Either that or my Spanish has gotten better..... American's jets are really old though.


This is the same company that charges $25 for a carry-on, right?

Yep, Spirit is always the first to introduce new ways to chisel your wallet.

[DebbyDiver]

I need to find the easiest/cheapest way to fly to/from STX. American non-stop, or Spirit to STT/island hopper to STX, seem to be the least expensive. Any other thoughts?

[trigfunctions]

Thanks for the replies everybody. Here's their response so far:
Thank you for taking the time to contact Spirit Airlines. The satisfaction of our customers is our top priority. This is a computer generated response confirming your email correspondence with us. We will get back to you as soon as possible and appreciate your patience. Sincerely, Spirit Airlines Corporate Customer Relations

[DebbyDiver]

In other words, total BS.

Finding out that they charge for a carry-on makes them just as expensive as the non-stop AA flight from MIA.

Good luck!!!

[deepstops]

I don't know your dates Debby but I got MIA-STX-MIA for $405 non-stop on AA 10/10 through 10/17.

[DebbyDiver]

I found even a little better. You're going to St. Croix that week? Interesting, that's the same week my friend in St. Croix is visiting me for my b'day! ;) I found some dates in November for approx. $350-360. It's just that it's a hassle for me to get to/fro MIA. I guess it's Tri-Rail, ugh.

[Straegen]

Check out Insel Air as well... may not be any cheaper though

InselAir (http://www.fly-inselair.com/)

[DebbyDiver]

Check out Insel Air as well... may not be any cheaper though

InselAir (http://www.fly-inselair.com/)And, it doesn't go to USVI.

[Jupiter31]

Debby - we have done the St Croix trip a few Thanksgivings ago - bottom line - if you have the option of a direct, non stop, take it - sure MIA can be a pain - like FLL is paradise?? - but take the direct - no need to stop in St Thomas (although its a beautiful island) or San Juan - go direct.

Who are you diving w/BTW - we used Cane Bay; very positive experience - great shore diving, BTW - best you are likely to experience anywhere in FL or the Carib - you swim out to a wall - its great! Although I like Cozumel and Little Cayman better for DIVING - St Croix is a lot of fun.

Also - there is off site parking MUCH cheaper near MIA if you are driving down. I will not pay to park at MIA or FLL - really high rates and so many better options.

I've flown Spirit many times - guess I'm cheap - OVERALL, have not experienced the problems many have - with the recent crop of (new) fees, I have to reevaluate the fares to see if its really a good deal - they do charge for everything: seat selection, carry on bags, checked luggage, snacks and drinks, and you need to use their website, you can't call and get the lowest fares - if you do call, get used to the exotic experience of speaking to someone in India - and paying more, to boot.

They are a wierd company - they believe they are doing the flying public a service by keeping costs down - but beware of the TOTAL cost when you add in the extras most people want (like not traveling with the clothes on your back for a weeks diving vacation!).

OTOH, they seem not to care what people think of them - "We have the lowest fares, so people are going to fly us" - dangerous to "commoditize" your business model.

I don't live in La La land - plenty of companies suck at customer service, and really don't seem to care what their customers think - but are less "vocal" about it than Spirit - you never know when you might need good will - doubt Spirit spends a lot of time in contemplation of this concept.

[Straegen]

And, it doesn't go to USVI.

Doh! Good airline to check out for some other Caribbean destinations though.

[DebbyDiver]

Thank you, Rob...I tend to agree, I think I will just do the MIA-STX via AA. Will take Tri-Rail to MIA, I've done it before. I know about the off-site parking but I hope to be there two weeks so it would run up quite a bill.

Will be kayak diving off the shore with my very special friend who has lived there 32 years and spent many of those years in the industry. :daydreaming: He knows the reefs like the back of his hand.

The reason I don't like to fly out of MIA is that I live just a 5 minute, $1.75 bus ride to FLL. But I really want a nonstop and thus I'm gonna have to do MIA. Oh well, it's worth it for a visit to paradise.

[trigfunctions]

I've flown Spirit many times - guess I'm cheap - OVERALL, have not experienced the problems many have - with the recent crop of (new) fees, I have to reevaluate the fares to see if its really a good deal - they do charge for everything: seat selection, carry on bags, checked luggage, snacks and drinks, and you need to use their website, you can't call and get the lowest fares - if you do call, get used to the exotic experience of speaking to someone in India - and paying more, to boot.

They are a wierd company - they believe they are doing the flying public a service by keeping costs down - but beware of the TOTAL cost when you add in the extras most people want (like not traveling with the clothes on your back for a weeks diving vacation!).


Exactly. Some people might look at the problems with my tickets and think so what, I'm still getting a cheap air fare to Cancun. however, those prices do not include any luggage. We will have to buy at least $75 worth of checked and carry-on bags to get our clothes and dive gear to Cancun. When you add those costs, the total cost comes out almost exactly the same as Jet Blue's costs to Cancun, and Jet Blue is much easier to deal with and their planes are much more comfortable!

[DebbyDiver]

Considering that, AA is actually cheaper AND it's nonstop. So I guess I'll be tri-railing it to MIA in November.

[Dave C]

General comment: I think everyone should be very cautious on any airline in volunteering to give up their overbooked seat for a supposedly "free" ticket. While these may have been a good deal years ago, there are now so many restrictions on the "free" tickets they give you, you may not be able to actually use them. I know a couple of people who have gotten burned on this. I'm not going to volunteer to give up my seat anymore.

[Jupiter31]

Never seen an industry with so many smart people who do so many stupid things.

I NEVER offer to give up my seat for exactly the same reasons - give me a 1st class ticket to use anytime w/out ANY restrictions, anywhere they fly, and maybe we can talk - when I've suggested this option at the podium, they look at me like I'm asking for the world.....

[joh]

Spirit sucks, I've flown them three times and two of those times were miserable experiences. I'll pay more money and fly another airline before I'll ever deal with Spirit's Greyhound Bus of the skies mentality again.


LOL ONESPEED, that is exactly what I call it.

I will never fly them again. It was truly unpleasant, even for a short jaunt from Fort Lauderdale to Orlando!

Unfortunately, my boyfriend who is a pilot has to airline on them at his company's behest, which sucks for him.

[idive2]

It's hard to beat their prices to the midwest. When things don't go right with any airline booking it really can become a drag. What I want to know is why south floridians cannot get a direct flight to cozumel. It's what 550 miles to cozumel and cannot get a direct flight from either airport in southeast florida. I had to work very hard to get a direct flight to grand cayman. (miami airport was much older than I had expected).

[tibenmiami]

Exactly. Some people might look at the problems with my tickets and think so what, I'm still getting a cheap air fare to Cancun. however, those prices do not include any luggage. We will have to buy at least $75 worth of checked and carry-on bags to get our clothes and dive gear to Cancun. When you add those costs, the total cost comes out almost exactly the same as Jet Blue's costs to Cancun, and Jet Blue is much easier to deal with and their planes are much more comfortable!
Talking about Cancun! I just got back from Cozumel. I thought the diving there was SUPER (80 FT viz, wall, ect). How is the diving in Cancun?

[trigfunctions]

Talking about Cancun! I just got back from Cozumel. I thought the diving there was SUPER (80 FT viz, wall, ect). How is the diving in Cancun?

We're flying into Cancun but diving in Cozumel. Can I ask which operator you used and if you were happy with them? Did you get get some good pictures!?

We haven't dove in Cancun, but we have off of Isla Mujeres, right next to Cancun. It was very good. Not spectactular like Cozumel, but worth doing if you are in the vicinity already.

[tibenmiami]

We're flying into Cancun but diving in Cozumel. Can I ask which operator you used and if you were happy with them? Did you get get some good pictures!?

We haven't dove in Cancun, but we have off of Isla Mujeres, right next to Cancun. It was very good. Not spectactular like Cozumel, but worth doing if you are in the vicinity already.
I used SCUBA DU. I did take pictures. People said they are great. Send me your email

[tarponchik]

We flew Spirit this past weekend and were quite happy with the experience. On the flight back, a pro cellist who sat in front of us told us he always flies Spirit because this is the only airline that never cancels a flight. He said he flies every 2 weeks, so he should know.

So it looks like every airline has its own hidden catches. But I'd rather pay Spirit $5 for a can of juice than get a phone call from AA at 1:30 am the night before the flight telling me that my flight has been canceled.

[trigfunctions]

Here is Spirit's e-mail response. Unbelievable.
>>>>>>
Thank you for your correspondence with Spirit Airlines. We welcome an opportunity to assist our valued customers whenever possible.

We are happy to address your concern and sincerely apologize for any inconveniences incurred. Regretfully, vouchers are only valid for one time use and once redeemed they cannot be retrieved. When a customer purchases a non-refundable reservation, they are subject to our $100 change fee along with the new fare difference.

Thank you for choosing Spirit Airlines. We look forward to welcoming you on board your upcoming flight!

Sincerely,
Corporate Consumer Relations
Spirit Airlines

[deepstops]

That sucks.....



Spirit sucks, I've flown them three times and two of those times were miserable experiences. I'll pay more money and fly another airline before I'll ever deal with Spirit's Greyhound Bus of the skies mentality again.

Mr. ONESPEED - You can probably expect litigation from Greyhound for slandering them by putting them in the category of Spirit Airlines...... :ijs:


We will never fly them again. Besides after luggage and carry on fees they end up being the same price as AirTran usually. When going with a checked bag we almost always use Delta.

I agree, they charge for both carry-on and checked bags. It's like they expect you to fly somewhere without clothes..... But hey, AirTran, really?? They are the leftover Valujet that crashed because they let a vendor put solid O2 generators in the cargo bay and one ignited shortly after take-off. For the most part, you get what you pay for.

[Tanked]

Well it seems like I'm the minority when I say I've flown Spirit dozens of times and never had a bad experience. Unlike the handful of times I've flown US air. I always book on their web site and I'm a member of their 9 dollar club. I've gotten some awesome deals too.

[deepstops]

Well it seems like I'm the minority when I say I've flown Spirit dozens of times and never had a bad experience. Unlike the handful of times I've flown US air. I always book on their web site and I'm a member of their 9 dollar club. I've gotten some awesome deals too.

They are my "hometown" airline and I was a big fan when they started out. They had a small fleet of older but well kept DC-9s when they started. The DC-9 has a 3-2 seating configuration and a few inches more room than the Airbus 319/320/321 they "upgraded" to. And with the engines on the tail, they seem quieter to me. When they made the deal for the Airbuses, they started nickel and diming their passengers and making some serious blunders including the highest number of lost bags per passenger of any airline in the US.

That being said, I did enjoy their Many Islands, Low Fares (MILF) promotion :D

[trigfunctions]

Besides the lousy service and the cramped flights, I've had pretty good luck with them in the past and gotten some cheap flights too. This time, though, they ripped me off $100 and threw out the round trip ticket voucher I was awarded for voluntarily getting bumped on an oversold flight. Won't be doing that again.

[Tanked]

They are my "hometown" airline and I was a big fan when they started out. They had a small fleet of older but well kept DC-9s when they started. The DC-9 has a 3-2 seating configuration and a few inches more room than the Airbus 319/320/321 they "upgraded" to. And with the engines on the tail, they seem quieter to me. When they made the deal for the Airbuses, they started nickel and diming their passengers and making some serious blunders including the highest number of lost bags per passenger of any airline in the US.

That being said, I did enjoy their Many Islands, Low Fares (MILF) promotion :D

I'm 6 foot 1, and I don't feel too cramped in the seats. The shots at the bar before the flight probably help with that.
I throw my carry on on the floor so I don't have to pay that. And even charging for checked luggage I've found them cheaper.
I live a few miles from ACY so I usually catch a ride or a cab to the air port. So no parking fees. It's much cheaper that flying out of Philly or Newark. And I don't have to deal with the crowds, long lines lines, and rude attendants.