Here is my complaint and their response. To: Heather.Harvey@Spiritair.com; Bill Upleger
Subject: Complaint regarding Future Travel Voucher and way it was presented
I just left you a voice mail. I am hoping to get a positive response to my complaint. Obviously, your online form to make complaints is limited to what you can write.
I want to try and keep this short, however give you enough details so that you understand how upset I currently am regarding this situation.
On June 15th, I had arrived at DTW at 530am and had scheduled an early flight that was supposed to leave at 715am so that I could make it back to my office in Lakeland FL before 11am and get a half day of work in. I was informed that they were short a flight attendant and would be delayed.
This flight kept being delayed until after lunch, at which time I asked if I could be bumped to another flight if they needed space. I figured I could just continue to work remote from the Gate area. I was told that they might possibly need my seat but would have to wait to see if everyone showed up for the flight. They said they overbooked by one person and asked if I wanted to give up my seat that they could book me on a flight at 3pm, but had to finish getting the plane out of the gate first.
Once they got the plane off we had to go to another gate to use that computer where the attendant had to get another plane boarded. At this time she told me the 3pm flight was booked and she could not get me on that flight but had another flight with a layover that would get me in at 10pm. I told her I booked Spirit because they were non-stop, so she found me a flight with Delta that left at 8pm and would get me into Tampa at 1030pm. I told her fine and she printed me Delta ticket.
At this time said she would give me 2 vouchers since I had to wait all day, she had me sign something about the voucher but did not give me a copy or anything about how to redeem it. I asked her how to redeem it and she said I had 6 months to book travel within a years time, all I needed to do was login with my confirmation code XXXXX to use vouchers. Other airlines usually give you a coupon (what looks like a boarding ticket). I went to use the vouchers and found out they are only good for 60 days. I would have booked flight earlier if I had known this. The attendant at DTW was pleasant to deal with however she did not give me the correct information, she did not give me a copy of what I signed and did not tell me it was only good for only 60 days, she said 6 months.
I have flown Spirit for years and fly my kids down to visit from Michigan often. I know you have plenty of business and really don't need mine, however I have promoted Spirit to everyone I know. I have spoken with others in flight promoting the great deal you have with my Spirit MasterCard too. If I had known that these vouchers would have expired I would have used them last month when my wife and I drove up for vacation. I hope that with these circumstances you can extend my vouchers so I can book travel for the rest of the year with Spirit Air. I did not give up more than 14 hours sitting in a terminal to get vouchers that I could not use, and to be told via email tough luck, its our policy (see attached).
Today I called the number to speak with a supervisor and after 20 minutes of going thru your automated phone system I finally was able to speak with a person who turned me over to William a supervisor, he listened to what I had to say and politely said that he cannot help me and provided me information to request online help. I explained to him I already did that but they did not listen to specifics of the situation and made a decision based on policy. He said maybe someone at Corporate could make an exception but could not promise me anything. He gave me mailing address to hand write a letter.
I hope you can see why I am upset. If I do not hear back from you regarding this issue, at least letting me know you are looking into it, I will be on the phone tomorrow. I am sending this from my work email as well so i can get a delivery and read confirmation.
I'm really sorry to hear about your flight delays and the level of service you've received while speaking with our agents. Thanks a lot for giving up your seat for two round-trip vouchers. Before you're given the vouchers, you're asked to sign a Volunteer Acknowledgement Form which states that you agree and understand the terms and conditions under which you agreed to volunteer. The station has provided a copy of the signed form which states the following:
“A Future Travel Voucher must be booked within 60 days of issuance for travel on any flight dates available on spirit.com. The voucher expiration date cannot be extended or changed. Restrictions may apply during peak travel periods, to certain destinations and to certain classes of service. The Voucher does not cover taxes and other services…”
With that said, we're unable to reinstate your expired vouchers.
We can assure you that guided by your feedback; we are taking the necessary steps to continually improve our operation. We hope we get the chance to welcome you on board another Spirit flight soon.
Product or Service Mentioned: Spirit Airlines Flight.
Reason of review: Bad quality.
Monetary Loss: $400.
Preferred solution: Extend voucher for future flight, I would even be happy if they gave one instead of two as they had promised..
I didn't like: Very unhappy, Not clear about future flight vouchers.