Dorothea writes: I am writing you SPIRIT AIRLINES to express a nightmare luggage issue
that occurred on a recent trip on your airline. I have been ignored and
not responded to in anyway and I am appalled at your truly-zero customer service. I have found countless complaints and even websites dedicated
to the ridiculous experiences countless others have encountered that
were so bad they were compelled to react because of the injustice and
D.O.T. regulatory rules that continue to be broken. I have filed this
complaint with the D.O.T., I am posting on Facebook, Twitter and the
My flight was on August 28, 2013 from Atlanta to Boston, flights #231 and #610. As a result of the loss of the luggage it literally ruined my trip because I was going to be with my son for a special event and I had specific clothing, shoes and accessories for the occasions around the ceremonies at hand. The person who helped me fill out the luggage loss form said they would be calling as soon as they found the piece of luggage, I missed the ferry and had to buy another ticket and get a hotel. This was the Labor Day week and weekend.
When I did not hear from them with in the first 24 hrs, I began to call the two numbers I was given, 617-561-6332 and 877-888-5926 ext 700. I got no answer at all at the 617 number and I tried for days,
many times a day out of panic not knowing if I needed to try to replace the irreplaceable attire for
the life time event. I was told later by the manager that the office was on a skeleton crew
because of the Labor Day weekend. When I called the 877 number a recording said leave a
message, which I did countless times. After three days of this, I knew I had to attempt to replace
the irreplaceable matching dress for the ceremony and all the other items I needed. When I got back to
the airport 7 days later, I found out the luggage had been sent to Costa Rica. The manager told me
that regulation is after 5 days the luggage and the items are considered a total loss.
No one ever called me at all from the company to inform me of anything, I found out only after getting face-to-face with the Spirit employees on 9/4/2013. I am requesting that you please reimburse me for the items I had and the items I had to replace during my trip. Please contact me when you receive this letter, claim form and receipts.