- Report: #1121469
Complaint Review: Spirit Airlines - Select State/Province
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Spirit Airlines
Select State/Province, USA
Web:
www.spirit.com
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Spirit Airlines Spirit, Spirit Air lost bag. siad they returned, but did not. reclassified bag as nonrefundable "commercial item" Nationwide
This is the worst airline on the planet. Worse business on the planet.
I was forced to check my bag because of its dimensions (a research poster). Of course, I had to pay to do this. Ordinarily a poster is a carry-on. My bag was lost. I waited 2 hrs after landing in Dallas and the bag never arrived.
I filled out a "luggage service report" at the baggage desk. It was signed by a Spirit Air agent who gave me a "Customer Property Claim Form" to fill out once I got home.
Back home, I dutifully filled out this form in time, and included my original boarding pass, back check receipt, and a receipt from the purchase of the lost item (a research poster).
Months later, I received a letter in the mail from Spirit. They claimed that they returned my bag to me in Dallas. They simply didn't do this. I never got the bag.
I called to dispute the assertion that my bag was returned. The customer service maze at Spirit is amazingly complex and devilish. It is very difficult to get a human agent on the phone. There is a baggage voice mail box that is always full. Buy some more hard drives, right? There are dead ends where the service hangs up. Such a time suck.
Eventually, I spoke to someone who wrote an email to headquarters and to me. Weirdly, it was a struggle to get the agent to forward the email to me. She said she couldn't do it. I said, sure you can, just "forward it" to my address. I was put on hold. She said she'd do it, but it would take a while because she is a slow typer. I said I would wait. I got an email. I hoped that corporate headquarters would look into this and check what happened to my bag that was not actually delivered.
Weeks passed. I finally got the nerve to call back. This time, I called corporate: 954-447-7965 X7004 or x7929. More apologies and more time on hold while they pulled up my records. They kept telling me how very busy they were and the only agent on calls right now. My last conversation was with Nikita. The new thing they threw at me was that they sent me a letter (not received although adress on file is correct) that my item would not be refunded because it was a "commercial item". I was like, what does that even mean? The woman hung up on me for persisting to dispute that I was complicit in agreeing when I boarded that my item would be classified as such, and not refunded. Of course, I was never told this.
SO, my bag will never be refunded ($227.56 down the toilet) because they classified it as non-refundable. I gave the $50 to check it and lose it. Anyway that should all be moot because they say they delivered the bag to me in Dallas!
