Spirit Airlines review: Cancelled and rescheduled flight

Good day,

On Friday, September 2, 2023, I received an email from Spirit Airlines stating that a flight was cancelled. Here is the crucial information:

1. Customers: Katherine Lassman, [protected]@hotmail.com and David Lassman, [protected]@hotmail.com

2. Confirmation Code: BNMB2E

3. Original Flight from Salt Lake City to Baltimore-Washington International

Wednesday, October 18, 2023

TIME

SLC 06:00

MCO 12:25

FLIGHT 1789

Change Aircraft

Wednesday, October 18, 2023

TIME

MCO 13:33

BWI 15:48

FLIGHT 3344

We called the customer service line on four occasions and were repeatedly cut off after substantially long waits on the phone. After finally getting a supervisor, we were unable to get an equitable replacement flight at with a similar departure date, departure time, and arrival time.

This supervisor, who repeatedly claimed to be "The Supervisor" for customer relations, kept giving the same answers that avoided the problem. After one and a half hours, this supervisor finally admitted that he was not "The Supervisor," but one of many supervisors. Even as he made that admission, he refused to provide any viable means to speak with his supervisor with the claim that he had no supervisor. This is clearly false, as everyone has a supervisor or someone with whom they report. His lie was blatant and insulting even as it was challenged on multiple occasions.

We did not appreciate one and a half hours of avoidance, misdirection, semantics, and other means of not helping a customer with the implication that we were being unreasonable because the options being offered to us were either we take a new flight that is incompatible with our schedule or we take a refund and make a reservation with another airline. We checked on line and it would cost each of us hundreds of dollars more to make new reservations. Thus, we were being expected to spend a substantial amount of money due to a problem that Spirit Airlines caused.

We have both interacted with people for decades in our respective positions and we always told our staff and coworkers to answer questions honestly, directly, and accurately. The customer service that I received was none of that.