LuAnn D. writes: On November 11, 2013, I went online to change the flight information for one of the four passengers flying in my group. I logged on to the Spirit website, entered our confirmation number and the passenger's last name that I wished to change. I picked the new flight time and the website presented me with a figure of $168 that it would cost to change to the later flight. I maneuvered through the remainder of the screens to confirm the reservation. In an effort to confirm the change to the single passenger, I logged back into the Spirit website. When I logged back on, I discovered to my dismay that ALL four flights have been changed and that I was charged $692.00! I immediately called the Spirit customer service line to remedy the situation and seek reimbursement for the charges that I did not agree to. The customer service group informed me that Spirit airlines had a zero tolerance policy and would not reimburse me for the improper charges. I spent almost 2 hours on the phone with Spirit representatives and was granted no relief. I, of course, followed up with multiple emails to the executive staff which of course get passed on the their customer support drones who indicate they will not refund the money under any circumstances:
Thank you for writing to us about reservation, Q5CLNF.
We sincerely regret your frustration regarding the error you made while attempting to modify one passenger on your November 2013 itinerary. It is important to keep in mind, when a customer initiates a transaction online, they are completely responsible for that transaction. We are glad the Agent with whom you spoke, re-booked you and your travel companions to your originally chosen flight. It is regrettable you found our efforts inadequate.
Although we are truly empathetic with your situation, we cannot honor your request. Mr. Drucker, it is your prerogative to pursue this matter in any way you deem necessary, please understand this matter has been fully addressed and our position will remain unchanged.
Our adherence to our policies is based on a desire to offer fair and consistent service and the lowest possible fares to all of our customers. By waiving charges, or offering complimentary services, we are spreading the operating cost over fewer customers, and in turn, increasing fares.
Bottom line, Spirit Airlines is a bunch of criminals