Spirit Airlines review: Negligence

August 3, 2023
Charlene Aston
957 Hoitt Ave
Lincoln, Ca. 95648
Attention: C.E.O. Sprit Airlines
Edward Christie or
To Whom it may concern:
My name is Charlene Aston and on Jul 25th I purchased two one-way tickets to go from

SMF to PHX for Monday August 31 flight # HWT1PE in the amount of $198.00. My intention was to fly to see my 86-year-old Mother, who at the time had been staying at my aunt’s house in Show Low Arizona and was DYING!

After purchasing the tickets, I received a call, from my aunt, who informed me that I should get there as soon as possible, for it was not looking good for my mother, I told her I would see if I could change my flight status, I called the airlines within the 24 hours you have to cancel.

I spoke to a represented, explained my situation stated it was a medical emergency and needed to change my flight on Aug.31st to a flight sooner, I was told they could not do this and to do so I would be forfeiting the money I had already spent, to fly sooner would cost me an additional $400. I thought I could cancel if its within 24hrs of booking I said but was still told that there was nothing they could do.

Believing that I had been misunderstood, I explained that all I wanted to do still wanted to go to Show Low only sooner and couldn’t afford it unless I was refunded for the flight I had already purchased, that I only wanted to apply the money to the new fare, because my mother was dying and I needed to get to her, There was a flight on the 28th of July with the same lay-over and arrival time. But could get no HELP!

I explained over and over that my mother was sick, and I just wanted to get to her before she passed, and I couldn’t afford the cost of the new flight unless I got a refund from the flight I had already purchased, your rep. stated they could not apply the fees to the new flight but could wave them if I got a Doctors note.( I guess I should have asked exactly what that meant by waving the fees) Within the hour I sent in proof from the doctor and finally now I felt maybe I was getting somewhere, There were two seats available on the 28th of July 2023. From SMF to PHX I said great I’ll take those and for an additional $336. I would purchase the tickets to get there, and this is where if anything could go wrong, it did. So, I gave the gentleman my card number to process the payment and to my amazement it did not go through.

“WHAT, that could not be there was plenty of money in my account to cover the new cost, so I said let me call my bank, find out the problem and then call you back again to pay for the flight. I spent several hours on the phone, trying to resolve this matter.

Then I learned, exactly why my payment had not gone through upon calling my bank and speaking to a banker asking what the issue was, apparently someone from (your company) who had been helping me had attempted to run my debit card three times, imputing the wrong cvc code, so the bank blocked my car for fraudulent actives, and it would be 5-7 business days before I could get a new card.

I explained my situation but there was nothing they could do. The card had been blocked. Now what was I supposed to do? I had to think fast I only had so much money and no card to use, then I remembered a cash card I had, so I took what was left in my checking and put it on my credit card to cover any expenses including my flight, but by the time I had called back to pay for my flight your customer service had closed for the night and I would have to wait until the next day to pay for my flight.

Finally, success I paid for my flight, but couldn’t understand where the waiving of the fees came in at, as it had cost me more money then the first flight with no credit attached, going to the same place with the same layover and arrival time as the first set of tickets, just a different date, only I didn’t have time to have someone explain it to me, I needed to get to my Mother.

Now there was only one thing left to do, call and reserve a car so, I could drive from PHX to Show Low, when I arrived, but guess what I couldn’t do this because my card had been MAXED OUT! I had no other source of money to put on my card to cover the expenses. Thank -You Spirit Airlines

Thanks to your airlines, your customer service messing up, I missed the passing of my mother she died that on the night of July 28th, 2023, although I did my best to be with her during her final moments, I WAS NOT...

I cannot help but think every day that I would have been there in her final hours had none of these other issues taken place, had I'd been able to switch my flight, had there not been an issue with my card due to the wrong impute of numbers by one of your staff members, had I been able to apply the money I had already spent to my new flight, all of this and more contributed to me missing the passing of my mother.

I cannot bring my mother back, but you equally you cannot offer your sincere apologies, by sending me a link for a free dinner, this was insulting as if a free dinner would make everything alright, Thanks, but no Thanks.

Thank you Sprit Airlines I will never forget the final days and moments that I could have spent with my mother but did NOT due to your company policies and lack of empathy to a person’s whose MOTHER who was dying and did so before I could get to her and spend her final hours with her, this was wrong on so many levels.

Sincerely,

Charlene Aston / #[protected]

[protected]@gmail.com