[brey1213]

Just came back from Jamaica today worst flying experience of my life. Spirit Airlines what a winner, "Not". Had a flight from Montego Bay to Chicago with a stop in Ft. Lauderdale. I did not have to change planes however, I did have to disembark the plane, grab my luggage go through customs, return my baggage to the airline, then go through two security check points in Ft. Lauderdale. I was told that I had to do this in twenty minutes. Of course it took an hour fortunately the plane waited. I got back in my original seats after sprinting the length of the concourse to ensure that I made the plane, of course, with just a few short minutes to go. Finally I reach O'hare in Chicago and my luggage was not placed on the plane. I'm thankful that I was home but if it was my vacation I would have been really ******. I payed $66.00 to check to bags which may have weighed twenty pounds together. I was told that my money would not be refunded even though I'm being severely inconvenienced. I will never fly that airline again.

[Gromit801]

Well, that your luggage missed the last leg of your flight is the only thing you can blame Spirit for, and I hope it turned up. The rest of it is US Customs laws.

[brey1213]

If thats true ok I apologize for my overall negative outlook. However spirits' overall customer service and lack of information during my tenuous trip is there's. Keeping your customers abreast of situations is there responsibility. The fact that I was charged a baggage fee and I have yet to receive my luggage is a problem. I payed for a service am I incorrect for having an expectation based on paying for goods and services.

[jimworcs]

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.

[cortney]

as far as the complaint about customs and security, thats US custom law as stated above. whenever you come in internationally and have a connecting flight you must pick up your bags, and recheck them, go through security and customs...not much spirit can do here. your only complaint is the baggage. airlines want to charge for bags, fine with me i'll pay it...however (even as an airline employee) I think that if you paid the fee, and your bags dont turn up the passenger should be reimbursed for the baggage fee of that leg. its not fair that you paid for a service and didn't recieve it. hope your bag turns up soon

[jimworcs]

Exactly right that Customs are responsible for the system, and the passenger can have no complaint about that. However, Spirit know the system and need to schedule their flight times to allow this process to happen. If they cannot make sure that the luggage of a passenger has time to be unloaded, processed and re-loaded, then change the schedule. It is ridiculous to put the passenger through this...

[Researcher]

Dear user: I am developing a Doctoral research on Mishandled baggage (see General Discussion- Mishandled Baggage Research ) Could you please, provide the airline complaint form (minus personal information) you filled with the airline or send me an email to mishandledbaggageresearch@yahoo.com and I will send a survey. The survey is very similar to the one you must file with the airline and does not contain personal information.
Thanks before hand