✅ Trip Verified
| Atlanta to Portland via Las Vegas. My friend and I, both frequent travelers, faced an appalling experience with Spirit Airlines last week - by far the most horrific experience of customer service and communication I have experienced. We had flights booked from ATL to PDX (via LAS) to visit a friend. We were scheduled to fly out from ATL at noon on Aug. 3rd. At 10:04AM, we were notified that our flight was delayed 7hours, which would cause us to miss the second leg (LAS to PDX). Accordingly, we got on the phone with Spirit to try to resolve the situation. After an hour of waiting and being put on hold many times, we were able to speak to someone. She informed us that the only option was to take the same flight the following day but she only had one seat open. She told us she couldn't help us and our best bet would be to go to the airport and talk to the people there. We made the 30 minute drive to the airport. Ended up booking a Spirit flight, ATL to DEN, departing at 10PM the same day. We booked a separate flight through Frontier, DEN to PDX, departing at 7AM the following day. Don't know why that required a trip to the airport and couldn't be done over the phone but that's besides the point. We arrive at the airport for the second time that day hours before our flight. We see on the flight information display system that our flight (771) has been delayed until 11:45PM (photo attached). Not a problem considering we had a 7hour layover. We still got to the gate hours early and sat there and waited 1-2hours, never leaving the premises. I was wary since the screen at the gate only said "DELAYED" with no time given. So 15 minutes before our original departure time, I got up to check with the representatives only to be informed that our flight to Denver had already left?? 15 minutes before departure time and nearly 2hours before the time clearly stated (however misleading and obviously wrong) on the flight information display system?? We were in shock. And it was not just us. There was a group of ~12 other passengers, some on our flight, others flying to other cities, who had also missed their flight. Normally airlines announce boarding many times, even calling out passenger names if they weren't present. But nope. We got nothing. My friend and I, both frequent flyers, were at the right gate hours early, paying vigilant attention the whole time, and somehow we missed our flight. There were 6 employees behind the counter, some typing slowly while staring blankly at the screen, some pacing, others nervously exchanging glances. After an hour of waiting to speak to someone, he tried to place the blame on us for missing the flight. They were rude and unapologetic, offering no form of refund/compensation. While my friend and I were traveling for leisure, some of the other passengers weren't. A college-aged girl who didn't call Atlanta home was sobbing because she couldn't afford a hotel room. A man was defeated because he "had a 92-year old waiting on him." The representatives behind the counter were slow, unhelpful, and offered no form of human empathy. We left the airport at 12AM after spending 15 hours trying to be patient with Spirit employees. We ended up cancelling the return flight and our entire vacation. I've flown low-cost airlines before (Transavia, Royal Air Maroc, JetBlue just to name a few) and I know you get what you pay for. But never have I had a bad experience, not to mention such an abominable, hair-raising one.