Kim writes: I used to fly Spirit when I lived in Florida (back in the day when they were ok). I did not know about their false advertising and jacked up hidden prices - nickel and diming for EVERYTHING. $5 to print your boarding pass? $10 for a seat, $100 for "carry-on" bags? Anyway, I didn't learn all this until after I purchased my ticket as I was going through the process and learned that there were all these additional fees.
Ok, I thought. I still have 24 hours to cancel. I tried canceling online to no avail. I called up, waited on the phone for a very long time before I could reach a customer service rep (whom I believe they outsource outside of the country). I have no issues except the person barely understood what I was saying and told me he could not help me. I stated that I wanted to refund my ticket (it was well within the 24 hours) but the customer service agent kept repeating "I can't do anything for you." He offered no solution and did not understand that it was my right to cancel.
I hung up and called again (with extra long waits) with a new person and similar rote answer. It felt like I was talking to someone who had a script with no authority to do anything. I called again and finally asked for a manager. I was told "I don't have a manager." I couldn't believe a customer service rep would even say this. I asked for a number or email to main office. He said I needed to send a LETTER to the main headquarters. At this point I knew my ticket would not be refunded. I was upset because even though my flight was cheap $200 round trip from NYC to Florida - all in all with $100 carry-on bag fees it totalled $300. I could have gotten a ticket with Southwest or Jetblue or any other airline for $225 at that time with a free carry-on. I thought saving $25 was good but it cost me more in the end.
I will never fly this airline again. I flew Southwest recently and had the best customer service ever. I also had fairly great customer service with Continental when they were in business. I am kind of sad they were taken over by United. I had miles with them and they were always helpful with that-they were fairly good to me overall. Jetblue is pretty awesome too. Right now I'm sticking to Southwest as you have UNLIMITED exchanges no fee, the customer service reps are so nice and their prices are great. And you get two bags free.