Hollie writes: I was on flight NK 186 from Latrobe PA at 11:30 that was to connect in Ft. Lauderdale, FL, then to Atlanta, GA (flight 727) and then finally arrive at DFW (flight 600) at 1857 on 6/27/2013. The flight was delayed over 7 hrs due to crew being timed out. We were told that we would make all of our connecting flights.
When I arrived in Ft. Lauderdale, I was directed to 2 different lines which resulted in a waste of over 50 minutes. I was eventually told that I would not make it to Dallas that night and the earliest Spirit could get me out was Sunday. I am a nurse, and I was due to be at my hospital on 6/28/2013 at 6:40. Spirit then told me that they were refunding my ticket but would not give me a print-out and would not let me keep my boarding passes. Spirit also would not be providing me with a hotel room for that night. I had to purchase a one-way ticket on American for $550. I had no luggage with me as it had gone on, I had no toothbrush, no medicine, and I was wearing shorts, jersey and a light jacket. I had to sleep in the airport. I was so cold that I resorted to getting 2 black garbage bags from the cleaning cart to use as blankets. I took said flight back to DFW and got to my apartment 17 hours after I was supposed to arrive.
When I called the customer service line for Spirit, I was redirected several times to multiple menus that had me going in circles. I FINALLY reached a representative and proceeded to tell her of my ordeal. I was put on hold. 40 minutes later someone picked up the phone (not the same person) and I again retold my story. She told me there was no refund because I was a no-show. I told her she was very wrong and wanted to speak to a supervisor. I was put on hold. The call was 90 minutes long, with only 7 minutes of discussion with the attendants. I hung up. Surprisingly, I was called back by a reservations supervisor Nina (employee #29468) who said that "my story checked out" and they were refunding me $119.69 and provided me with a reference transaction number. I thanked her for calling back and thanked her for the refund but asked her first how she determined that amount and how she thought that was compensation for what had transpired. I was told I was only being refunded for the portion of the ticket that I did not use. She was aware of what I had paid for the American flight and apologized for the inconvenience. I told her I had received an email from Spirit wanting me to complete a survey in regards to my recent flight and I told her how I would never use their airline again, would never recommend them to anyone and that I was filing complaints with the BBB and the DOT. Her response was "we always appreciate feedback to improve our airline." There was no use in continuing the conversation and I hung up.
What happened to me has happened to many others, including families traveling with small children and senior citizens. Spirit Airlines is barely one notch above hauling cattle, and they must be held accountable for their inferior service to their paying customers.
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