Note to self: Do not fly on Spirit Airlines. It seems that the airline is only concerned with charging fees and enforcing them blindly. Case in point is the tale of two passengers that were trying to fly to Myrtle Beach but Spirit Airlines canceled the flight. So, being the friendly company it is, the airline booked the two on Flight 1549. Now, the airline is attempting to collect fees ’cause the couple never used their return flight from Mytle Beach. If I had to guess, I would imagine that’s cause they were white water rafting the Hudson River instead.
Spirit Airlines has a $90 cancellation fee. Since the two do not plan on making the return trip cause of their inprompto New York va-ca, a company represenative insisted on charging them the fee.
Rob Kolodjay said his conversation was blunt, “We survived this air crash and I need your credit card number, he said ‘and our policy is we’re going to charge you $90.””
Who knows how this will turn out, but any company rep that doesn’t analyze the situation rather than quoting company policy shows how the company is ran. Apparently, Spirit Airlines trains their reps to be simple tools and serves them tasty kool-aid out of the water coolers.
Fox 61 via Consumerist
Matt, with all due respect, I don’t think you understand. It’s company policy to charge a cancellation fee for not taking the proper return flight.
So you’re saying you’d be happy to pay the 90 dollars? For not taking the “proper return flight” from a place that the passengers never arrived at because of a plane crash?
I’m not saying the crash was in any way the airline’s fault (unless they’ve got a secret bird-controlling lair somewhere under Queens) but lets get real.
No, I think it is YOU that doesn’t understand.
I flew them once, and yes , they are cheap, but I went to the airport early the morning of my flight to check in (10:15), and their ticket agent told me since the security guys would not start work until 11AM, to be back at the airport at 1PM; then, when I returned a few minutes after 1PM, I was informed that “check in” for the 2:45PM flight was closed. Of course, US oveseas flights are closed 1 hour before departure, but for some unexplained reason they closed the flight almost 2 hours prior to departure. They then proceeded to ream me for the $90 to reschedule me on a flight the next day, but fortunately I went south for another adventure in Colombia on Aero Republica and returned to the States when I wanted to. It’s the old adage, you get what you pay for, and with these guys that’s a seat on a plane, period. If anyone else flys to Colombia, try to avoid these guys and fly with Avianca, Aero Republica or Taca. Those airlines actually have customer service that’s run by intelligent human beings, and not by minimum wage robots.
Yes, every1 i agree with all the negativity against “SPIRIT AIR” they screwed me over also .
When i travel i don’t use them anymore .
They have a very bad customer service policy .
taca doesn’t either, i had an experience with them after a hurricane, don’t count on them being civilised either
dont listen to that idiot! he is probably running low on prozac!! SPIRIT, WE LOVE U!!!
Ankit, with all due respect, I do understand it’s company policy to charge a cancellation fee for not returning on a booked flight. Company policy should not be the rule of God however.
For a case like this, the customer service rep & manger in charge should laugh at the policy and proceed to work around it. That is the only right thing to do for a passenger that just went through a water landing of an aircraft and had to cancel their trip.
Do you not agree?
You guys aren’t getting this, it’s company policy, as simple as that.
(I was kidding :P)
Ankit with all due respect, you’re an idiot.
Their plane CRASHED. As in headfirst into a RIVER.
And they still got charged.
So fuck you.
well..with all due respect…the plane didn’t crash headfirst into a river..
it crashed, but not headfirst
and yes ankit sucks…he doesn’t understand anything
It was a bloody joke!
lmao paki
Ankit, it sounds like you work in a call center. I have a policy in front of me, I am so committed to my job, must follow policy. Grow some balls!
Have you ever even encoutered the word sarcasm?
Ankit,
You are one of those people who works in a call center. Must follow the script. You remind me of the customer service agents I get when I call my cable company or cell phone provider.
What do you expect from an airline where you can frequently book round trip tickets for less than $20? I’ve flown Spirit several times and found them to be fairly reliable. Considering how cheap the airfare is, I’d say the level of service is more than acceptable. I just wish they would fly out of more airports!
I think this is a special case they shouldn’t attempt to even collect in this case.
/b
UPDATE–
Statement from Misty Pinson, Spirit Airlines
“Spirit Airlines has given the Kolodjay family a full refund and have issued credits to their credit cards. They will not be charged anything by Spirit Airlines.. We applaud everyone involved in bringing these passengers to safety wish the family the best.”
http://www.fox61.com/pages/landing_news/?Spirit-Airlines-Tries-To-Collect-Cancell=1&blockID=189253&feedID=341
Misty:
Since you work for them, you should act a little smarter and start looking for another job , cause one day they will treat you the same, when you m ostly need them.
Just a advice!
Have a nice day
ugh, please…. who knows what was said to the customer service rep when they called. and most of those people are getting paid $0.38/hour and are not empowered by management to resolve any sort of situation (that’s another issue for another day). there are some details missing – did they clearly explain the situation? did they ask to speak with a supervisor? etc etc. Once someone at the company with any sort of power hears about this……oh look, spirit released a statement saying they won’t be charged.
One of the problems is that the customer service reps are in india, and read a script. I tried today for a reduction on my upcomming flight because the flight is now cheaper than when i book bty $330. oo. i’m still waiting, by the way the charged me a $90 Cancelation fee of the original higher cost flight, then re-booked me on the same flights with out informing me that there is a cancelation fee.
Ok, I’ve got a good Spirit Airline story for you. Last night I booked 2 round trip tickets from Atlantic City to Ft Lauderdale Florida. The total ticket cost was $400.00 for two tickets, which by the way, has been what I have spent prior (3 x’s last year) I never once have I spent more for these flights. After I printed my ticket info, I realized I had pressed the wrong departing area (Atlanta) instead of Atlantic) and immediately called customer service. I was connected with an Indian speaking customer service rep. Nonetheless, I proceed to explain my error and that I needed him to change my departure code and re-book me. He said he understood how I made the mistake and since it had just happened, he would not charge me the customary fee for the change. As we proceeded, we agreed on a time of departure and he again he repeats that he would not charge me the fee. I asked him how much this ticket would cost me and he said $420.00. I said out loud, ok, that is not bad since I was originally going to spend $400.00, go ahead and book the flight. After we were done, he then told me to go back on line and choose my seats. Nothing more was mentioned about any additional costs or fees. Upon returning to the flight information and clicking on to my account, I saw what could have caused me a stroke and heart attack; the cost of my flight was $866.00 for my new reservations. I immediately called back and asked for a service rep. After explaining the entire story to a supervisor who told me his name was “Jim”, who said, “I am sorry mam, these tickets are non refundable” we cannot refund your money”, is there anything else I can help you with. I went ballistic and insisted on speaking to another supervisor, who ended up telling me to call back within 48 hours after they can listen to the phone call to determine if the customer service representative did anything wrong. Tonight I called again, and went through the same crap all over again, since a lawyer friend of mine told me not to wait 48 hours because they will end up telling me I waited too long to contact them (it’s their word against mine), so I called them back, This time, I had a my credit card company representative on the same line who witness the entire conversation, which was a good thing since this representative lead me to believe that he would help me, but at the end, asked me if I wanted my money back and I said yes, of course I do, he then said “sorry mam, these are non-refundable tickets”, there is nothing I can do for you. Well, I then asked the credit card company what I should do, how can I get a credit back to on my credit card if no one is willing to help me. The credit card representative then said that all the charges would be rejected from Spirit airlines and that any future charges would not be allowed to be charged to my credit card.
At the end, my credit card company after witnessing this crazy nightmare agreed that Spirit Airlines defaulting on their ethical responsibility as vendors since they did not convey the correct charge to me before they charged my card; they have the responsibility as a company to inform their customers of the entire charge before they proceed to charge your credit card.
I will never, as long as I live on this good earth, ever book another flight with Spirit Airlines. This company is, unethical, liars and cheat and misinform their customers. You do get what you pay for!
Pass this on………………
sounds normal for spirit airlines, no customer service with brains
As a Spirit FA, yes we do charge a lot of fee’s however for every one bad thing you hear, I hear of familys of 4 or 5 being able to take a vacation that would have not been otherwise possible because of the cost of their tickets. Were not large, and yes they were charged at first, but you think with all the work going through our HQ they realized they were on 1549 untill someone printed it? Spirit DID refund the difference, and gave them credits. What more could you want?
Gee I dunno… maybe them to use their brain and have a look in the first place?
You: “Hey guys just noting you never took your return flight, whats up with that?”
Them: “Yeah our plane crashed and we never got there”
You: “Oh! Very sorry to hear that, is it alright if I call you back later? There might be some things we need to sort out, I’ll keep you informed”
Them: “Yeah not a problem”
Then you go and FIGURE THE SITUATION OUT. Not “Hey too bad, you owe us money!”
Customer service is not hard, try it.
@SpiritFA.. First of all, your grammar sucks. “Fee’s?” (fees) “Familys?” (families) “Were?” (we’re)
And you guys suck. That’s all.
there is what you call, Goodwill.
in New Zealand 2 brothers died in an ice shelf collapse so there hire car company charged there parents in australia $1500+ for tow charges and another $20 to cut new keys. A stranger paid the fees to let the family move on.
The cancelation fee must be the start of their fund raiser to buy a new plane
Wow… I don’t care how small of a business this guy says they are. A small business should be easier to handle than a larger business.
The fact that the TOOLS who even asked the duo about a 904 fee, didn’t use their brains BEFORE this was whole ordeal was given to the news is just bad business management. This kind of thing is why the economy is the way it is…. Poor management.
*90$ fee
I would not advise anyone to spend more on a ticket from Spirit Airlines than they can afford to lose due to their likely eventual bankruptcy. Having served as the Nat’l C/S Manager for a (former) Division of a prominent Fortune 50 company, I can tell you unequivocally that a strictly enforced corporate policy of opportunistic commercial predation upon one’s customer base will rapidly erode the commercial viability of the business – regardless of pricing and/or company reputation. Like many other customers, Spirit Airlines got me once. Like the vast majority of the customers of my former employer – I’ll never give them the chance to do it again.
i have never flown spirt before. after reading the comments i’m a lil nervous. so, are they not a good airling to fly with?
oops…airline
1. The service rep is likely pretty bored.
2. *Everyone* complains about being called about a cancellation fee. *Everyone* tries to wiggle out of the fee.
3. Service rep has no power to take the fee off, and likely has stopped listening to all of the customer abuse about the fees.
4. Service rep likely did not realize that the customer was in fact originally on the plane that crashed.
Summary – easy mistake to make. The airline caught it and they got a full refund, what the FSCK more do you expect?
COMMON Sense … Where are Thou` !
COMMON Sense … Where art Thou` !
Let’s think a bout this for a minute: -
1. Poor customer service from undoubltly cheap off shore – out sourced labor, in a country whose people loathe the bad corp business practices of the USA, and they are representing the interest of an American commercial carrier – WOW!
2. Poor customer service training from the airlines’ management, there is no support for the customers business philosophy, that is if they have one, and no support/guidance for the USA based industry standards i.e. businesses practices and governing procedures to be followed/adhered to. If there is …it’s inadequate and I am sure if you go to the place where they people are ‘housed’ I am sure it reflected everywhere. I am sure they handle lots of other accounts too for other US companys.
3. NOT everyone complains about fees and if The CUSTOMER does the rep of the company should be trained to handle the issue – not blow the customer off with robot like verbiage.
4. Rep have no power to take off a fee but they have the power to do manage damage to the reputation of the business costing more in damage control etc.
Summary – This is the 21 Century and this style of doing business is real, real ‘old school’ and embarassing to the US – especially when it involves a story that got the international attention that the down plane in the Hudson got. What else should we expect? A public apology for this public display of gross negligence and lack of decency, and maybe some training for those folks answering the phones to prevent it from not happening again.
Remember who you are flying with when you fly. If the culture of the company makes them treat their employees like crap then be prepared to be treated likewise – no matter how dire, or how much national/international attention the issue you are in gets.
I AM TRYING TO SPEAK TO A REP REGARDING RESERVATION ALREADY MADE. THANK YOU.
GERALD RUSSELL
1-419-841-6547
I posted the number to their headquarters goodluck this is a very poorly run company!!!!!!!
I want to punch Gerald Russell in the face. How do people that dumb manage to operate a computer?
You know what I’m one newly scamed person from spirit airlines! I’m desputing their charges threw my credit card company! I think it’s about time that when we need to speak to the company would should be able to talk to them not some out sourse in India! If your having a problem with spirit call them 954-359-0780! It’s about time we speak up to some one who can understand English and we can UNDERSTAND them! No wonder why there’s no jobs in America, because all the conpanys that have call centers are sending it overseas!
Ask the next time your on the phone to a credit card company or any 800# just ask them where are they, more them likely out of the USA! Not trying to affend anyone but if your headquarters are here so should the rest of the company be!!!! That why the USA is going broke!
Spirit is a joke. If they paid me to fly on that airline I would decline. I have tried them and given them a chance. They are substandard, repeat SUBstandard. Don’t plan on getting anywhere with them on time, or even the same day. Good luck to all who fly them. You will need it. Never again.
Do what I did folks 1. Write to the DOT and complain about about Spirit Airlines abuse of power – it is because they know they can get away with treating people like crap why they continue to do it! Tell the DOT about their gross lacking in proper business ethics, and of course slack and unhealthy way they keep their planes. Tell the DOT about your inconviences. The people in reservations don’t even speak English! 2. Go to the web site http://www.FlyersRights.com and sign the petition for the passing of the passenger bill of rights!
Spirt is more than a joke they are a disaster waiting to happen. By the way they have a ‘F’ rating with the BBB (Better Business Bureau) looks like top management need to go.
spirit should be called the whores of the air lines. my wife went to her mothers funeral but when i booked the flight i put it in my name by mistake and they carged me 50 dollars to change the name what a bunch of losers. never fly spirit. better yet spirit whores. i guess that is why on thier home page there is no contact info or phone #. thanks spirit whores.
SpiritAir is a SCAM! They left us stranded at LAS airport for 3 days. They lost our bags and refused to help us. I was only given a 800# to India! I was told by the reservation agent Kahiskio that I need to write a letter. Oh Please, This airline deserves to collapse. How dare they take advantage of US citizens and employ cheap foreign labor. I video taped my ordeal with the ticket agent, it will be on UTUBE!!!!!
We recently purchase a ticket to Cancun, Mexico four days ago, today we want to cancel our fly because the US government is telling the people that if is not absolutely necessary to go, not to go; the reason is the Swine Flu. “Gripe Porcina”
Recently discovery in Mexico!
They are asking 110 US$ per person a total of 220 US$. , we ask to change our fly to other part like “Las Vegas, Nevada” has a similar price, and they told that anyways we have to pay the fee.
we pay 59 dollars each way for the ticket, a total of US$ 118.00 per person 8 US$ dollars more than the money they are asking for the cancellation.
We will receive 16 US$ credit and not traveling.
We want to know if someone knows what we can do, against this company.
Today is 04/28/2009 we contact the company 04/27/2009.
basicallly their isnt anything you can do on your own. If you had booked your flight through an agency, they could have assisted you with a re-bookED YOU with no charge. I am assuming you booked the flight from spirit’s website and didn’t bother checking flight insurance which would have paid for the fees that they want to charge you to re-book another flight.
My suggestion, for health reason, don’t go to mexico cancun or any city in mexico right now. East the loss and NEVER NEVER BOOK ANOTHER FLIGHT ON SPIRIT AGAIN,
GOOD LUCK
JO ANN
Thanks for the recommendation Jo Ann
I’m not going its better loose money that get sick.
you are right.
:)
I only have to wait to see what happen.
Sincerely,
Pablo
I’m Pablo Brochado again!!!
finally I resolve my issue with Spirit Air.
they give me a voucher valid for 1 year from the date that I get the ticket for the full amount.
Thanks was the best that i could do.
For everyone that have the same problem, if you’re ticket id from any place in mexico you can do this.
Thanks for trying to halp me! :)
I am having the same issue as you. I booked my flight few days before the swine flu news came out. The flight was for Cancun during the Memorial day weekend(5/22 – 5/26). I called the customer service and they were not helpful at all. They said they are only waiving cancellation for flights on and before 5/15. I got tired of arguing that how does it make it safer after a week? They are terrible. Very disappointed. Never travelling with them again.
If anyone can help with any tips for waiving the cancellation fees, it will be very appreciated.
I know, they told me that The travels up may 15 wash the ones that they give the voucher.
My Ticket was for may 15 to may 19 to Cancun also.
I hope you resolve your issue.
The first time that I call I could not resolve nothings, I only wait a few days because I think that If this problems continue they will have to give me a option.
Good Luck man
Spirit has the worst customer service they have folks in India handling their calls. These folks have no compassion/nor knowledge to provide excellent customer services. They are taught stickly to read the company policy — we might as well be talking to robots. It’s a shame that a company who offer such great prices customer service and their website is so horrible.
New Leader is needed at Spirit……it’s the worst airline flying today…and they should just go out of business
Help us Dear Lord from Spirit Airlines….they are horrible in the way they treat their customers.
Their website is horrible so is their customer service reps.
Deliver us Lord from Spirit Airlines and their unfair tactics.
I have flown Spirit 10-12 times..5-6 have been smooth. 5-6 have been bad. Spirit nickels and dimes the passengers to death!! Just charge 5-10 dollars more a ticket. The employees bad mouth the company more than any airline I have ever flown.
To me it is not worth it to fly Spirit anymore.
Let me tell you how inconsiderate this people are and how nasty they can be. I purchase (for the first and LAST time) 8 tickets for my family to Panama from Washington DC there and back with Spirit Air. Going to Panama we had a lay over of 4 plus hours at the airport in Fort Lauderdale. On the way back when we should have had plenty of time to change planes we did not. They had us schedule connecting flights whiting ONE HOUR. The plane got to Panama late, it left Panama late, so it arrived Fort Lauderdale LATE. We now have less then an hours to get off the plane, go through costumes, get our luggage then get the re-checked. Which by the way they are so disorganized that they have everyone in the same line to get check in. National, internationals, re-check, etc. SO the line was huge about 2 hours wait. People were missing their flights from left to right even thou they were there whiting 2 hours for national flight and some even more then 2 about 3 hours before and STILL MISSED their flights. Either way we get to the RE-BOOKING line which they had four light up but only ONE person working! Then, it took me over 2 hours to get to her. Out of 119 people from that flight at least 45 people missed their connection flight. Now how you tell me that all the planes were back up? It was they did not give any one enough time to connect with their flights! Then they expect us to pay for it? Mean time telling her please I am checking online on my lap top and I can see there are 12 seats available can you book us please because we are 8! She ignored us the whole time. From 12 went down to 10 then after that I just did not check anymore I was afraid to. Sure enough I get to the counter they could not offer me the needed seats for my family to get home. Not only that my husband was limited because he had to report back to POST BEFORE mid-night. But my SON was schedule for his fourth KIDNEY surgery the next day on that Monday. I had the papers to prove it. He had to have the stint removed after the mayor surgery done one and half month before and needed to come out that day! If not and left there too long could cause an infection not only that but he would have to wait another at least 2 months to get him in to do so at the CHKD. I explain all of this to the lady she did NOT care! I had another child who needed medical attention right away she was very sick and was in the hospital in Panama and needed to be seen by a doctor as soon as we could get to post. Also another child had Pneumonia we came to find out when we got back he was sick as well. You know what the lady said? She said to me to leave four of my children behind until the next day! SO the others could make it home. Now what mother tells another mother to leave her children behind and knowing they needed their medication and they have gotten sick on the trip!? Especially with this people that would not offer any help what so ever? My children other then getting sick on the trip they are very healthy kids and are always helping other children and doing a lot of community services to help out many in need. The sad thing is as much as they do and have done and when it came the time to show some compassion to my kids for the first time they needed that compassion no one would offer it to them. I was so close to punching her in the face! DO you know that then she told us to go buy more ticket somewhere else which we ended up doing to get my whole family home it ended costing us an extra 800.00 to get four of our group in another airline home. Now they are only trying to refund us 105.00 that is an insult! That would not even take care of the taxes paid to fly with this nasty airline!
Their employee are sooo rude one woman even told one of the passengers to “shut up” can you imagine that? I have flown in different airlines since I was 6 years old. I have been in many different countries and have experience a lot of things but this does it…this takes the trophy. I have “never” been in an airline like this one. This is a shame I do not get how they are still in business.
NOW PAY ATTENTION TO THIS!
If you go to BBB of FLORIDA and put a complaint that is the only way they will answer you…if you call them they can only offer to take your money not to fix any problems you may have! Those coupons they offer they are not even right. If you log in and try to buy with the coupon and then with out…is almost if not the same exact price! When you call them they can not help! You have to write an email through the website on the help site and then…NO ONE responds to you! I found a website where one person was kind enough to post their actual number here in the U.S> and I called the costumer services representative to her OWN extension…never called me back! I wrote emails no answer ever! I did the BBB then is when they responded.
GO TO FLORIDA BBB and you will find SPIRTIR AIR has an “F” “F” that should let you know NOT TO FLY with them! They are cheap and so is their quality of care and everything that comes with them. The seats are tight my kids are 6 foot tall teenagers football players college football player one of them and could not fit…ONLY airline they can not fit in! AWFUL and get this….this people are so CHEAP you know where their calls are directed to?>????? INDIA YES it goes to INDIA because they pay much cheaper to have them take our calls then some one in the U.S. SO we have people here needing jobs and they offer it to INDIA! Half the time you can even understand what they are saying! I also reported them to THGE DEPARTMENT OF TRANSPORTATION OF WASHINGTON, DC. You should to and the BBB of Washington or wherever they mess you up at! Report them to the DISTRICT ATTORNEY OF YOUR AREA or where ever they messed you up at. LET PEOPLE BE AWARE that they are not good…They keep you at the counter on purpose so you miss your flight! Then they can offer it to some one else! THEY OVER BOOK flights then they mess around with your ticket at the counter on purpose so you miss your flight then ask others to give up their seats so they can sell it or give it to others! IF THEY OFFER YOU A FREE FLIGHT to give up your seat don’t do it…because you will have to pay taxes and who knows what else when they see it was “FREE” to you will never make it to your actual depart time! One lady next to me gave up her seat she had to stay OVERNIGHT in the airport even thought they PROMISED her the very next flight to go to JAMAICA! The point is….they are cheap and awful…they told me because of the economy they do NOT take into consideration any medical conditions….wow….and wanted my 18 year old to watch over a 6 year old and an 10, and a 12 year old…over night? HOW IS THAT? NO way! then I came home did some re search and ONLY parents or guardian legal can fly with a minor under the age of 12 and under….and an 18 year can fly with a 13 year old and older ONLY if you have a letter NOTIREZED by parents…how were my children going to fly and get home when she NEVER indicated those were the rules> I am glad I did not leave them…I would never leave my children behind!
DO NOT FLY WITH THEM and REPORT THEM….DO NOT LET OTHERS HAV E TO GO THROUGH WHAT you, me, and many more have gone through please! PUT A DISPUTE on your credit card and let them know they are a SCAM!
It is a big deal when you see desperate people around you trying to get home because they trusted their lives and their schedules to a company…then they mess up and they want to make you pay for it? Absolutely NOT…any other company know they made a mistake any other company does not schedule you one hour or an hour and half for another plane to catch when you are coming into the country. It has always been more then 2 hours sometimes even 3 hours and then not they do let you know. Then the people in the plane talk about passengers as if they were in elementary school…like nothing…I mean come on it is suppose to be “professionals” taking care of us. We PAY for a service not to hear or see or be treaded like if we owe them something. If I wanted that kind of treatment I can get that at any time for free.
http://www.bbbsoutheastflorida.org/BusinessFind.aspx
check them out they have an “F” on the BBB of FLORIDA…they need to be reported everywhere! After you go to the website type in SPIRIT AIR then scroll down you will see them there and they big “F”
JoAnn,
Just had same experience yesterday with
changing flight. Booked $9 fare then had to book
another companion, didn’t book same time so
after call to customer svc found had to just book “regular fare”. Did so but in the confusion
they don’t give you much time and had originally picked two dates two different times booked companion on wrong return flight. Noticed it immediately and when tried to change BAM! $100 PLEASE. Another phone call – another hyperventillating distressed call – and another supervisor request. Suprvsr just repeated same over and over…then they had the balls to tell me to book one way – so keep same original flight, and book one way back with same time I needed
kidding, right?
They told me “you are at highest level of escalation”. Oh and it kills me how they give these people american sounding names.
Reminds me of the expose documentaries about Indian Call Centers.
I’d say anything they wanted me to if I knew
out of country of billions of people I could make one dime more than the next poor fool.
http://www.spiegel.de/international/0,1518,403861,00.html
Just google India Call Center and see how many results.
So now I have no extra money to spend once I do get to where I’m going.
Thanks Spirit – you’re really doing your part to stimulate the economy alright.
A nice hefty fine by our government oughtta take care of that though…it’s coming.