Q: We recently took our two young boys on their first plane trip to Colorado for my 40th birthday. My husband wanted to do something special to celebrate and take a family trip, so we booked tickets with Spirit Airlines.
On our return flight home, the plane from Denver to Fort Lauderdale, Florida, was full. When we checked in at the counter, the ticket agent asked us if we would be willing to give up our seats and take the next flight. The airline offered us a flight out the next day, a hotel for the night, a $28 voucher for dinner at the airport, and a free flight for all of us, anywhere that Spirit flies, as long as we book the flight within 60 days of issuance of the vouchers. We accepted with no hesitation and returned home the next day.
We have contacted the airline on at least six occasions on the telephone and even have gone to the airport to try to utilize our vouchers. During the most recent attempt, I was on the phone with an agent for two hours trying to book a date and a destination.
Needless to say, every date and destination that was worth a trip, given the children’s school schedules, was blacked out. The only opportunity was a short trip to Boston for the weekend, and then when I went to book it, the taxes were more than $600. I was so upset and felt completely duped by these supposed “free” tickets.
I wrote a letter to Spirit explaining our situation, and the airline responded with new vouchers with an extension on the booking date. Excited and hopeful, I once again attempted to plan a trip for us. I was met with the same limitations and frustrations as before, and have had no resolution. I don’t feel that the airline should have told us that we got free tickets anywhere it flies and then not honor them.
— Jill King-Fernandez, Fort Lauderdale, Florida
A: Spirit should have warned you that seats were subject to availability, that you would have to pay taxes on the fare and that the vouchers expired in two months. By your account, the airline cautioned you only on the last item, which you didn’t seem to think would be a problem. But it was.
Most airline vouchers last a full year, not two months, which means Spirit’s vouchers may be difficult to use. That’s something you should have carefully considered before accepting the offer.
Here’s a tip: Don’t take the first offer. Under federal law, if you’re involuntarily denied boarding, you’re entitled to cash and a seat on the next available flight. And that cash can easily be turned into an airline ticket.
After you contacted Spirit, it agreed to issue less-restrictive vouchers — a reasonable response from the airline. Even then, you say you couldn’t find an available flight. That’s when you turned to me.
I contacted Spirit on your behalf, and it worked with you to find an available flight for your family.
— King Features Syndicate, Inc.
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