[Brad W]

Return flight from St. Thomas to Denver with a layover in Ft. Lauderdale. Get to the St. Thomas airport and are told the flight has been cancelled due to flights from Ft. Lauderdale to Denver having been cancelled for the whole week. There was nothing they could do because the flight was cancelled and we were notified via email and phone previous to the flight. And that spirit had tried to refund my card but was unable to do so for whatever reason we couldn't be told. Every email I received including a few days before the flight had a complete round trip itinerary. No voice mails or phone calls were ever received. And no credit card reimbursement has yet to be made.
After negotiations at the airport going nowhere they finally agreed to put us on the flight to Ft. Lauderdale, but stated there would be nothing they could do from there. No hotel, no help with rebooking the last leg with another airline. So now we are in Ft Lauderdale at 9:00 pm with no hotel or no tickets to get back to denver. I have to go online and book two last minute flights out of my pocket to Denver the next morning and pay for a hotel room, about $460. plus missing work.
After getting home, the circles with customer service begins, the first call lasting a hour plus. Spirit did finally admit that the email, phone call, and reimbursement never happened and that they'd look into it. They would send it to another department and I could call back in 7 to 10 days to see if a decision has been made- and i quote "no promises."
Apparently, having the airline cancel the whole return flight and then letting us take the first leg of the return flight even though it was cancelled (due to the second flight being cancelled without any notification-although initially claimed), without reimbursement for any of the return flight, caused a melt down.
The counter person in St Thomas really had no clue, both customer service guys couldn't really even understand the situation. Im pretty sure when I call back nobody will know what Im talking about and I will have to start all over again. I even stated the company policy verbatim right off of spirits website and asked him how what is stated in policy differs from my situation I could only get the "call back in seven to ten days." WOW. If anybody from spirit actually cares about their customers please respond to me. Does anyone have an opinion on how to get my money back for a service paid for that was never provided or compensated?