One of the side effects of charging for each service individually is that it allows the customer to place a value on the service that was not provided. In this case, the customer had a reasonable expectation that for his $66, he would have his luggage when he arrived in Chicago. Spirit have helpfully placed a value on this service and that price is $66. He absolutely should get his money back. The airlines are resisting this... and will offer vouchers and all kinds of alternatives, in a desperate attempt not to be seen "refunding" the service fee. Their model depends on the airline being able to keep the money regardless of the service provided.
There may be some help on the way. It has been mooted in Washington some proposed rule making by the DOT which will enforce the requirement that airlines refund baggage fee's if they fail to deliver the service in a timely fashion. Let's hope it comes in... that could have a big impact on how they handle this issue.
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