Spirit Airlines coupons mysteriously vanish
Flight delays are never fun.
But when Spirit Airlines delayed Jackson resident Oriel Cohen's flight several times, the airline gave a little to help salve the wound for him and his wife, Loretta Collins: two $50 coupons.
However, when he tried to use them, Cohen said Spirit Airlines told him they weren't available. Press on Your Side helped Cohen clear it up.
On Aug. 11, Cohen and Collins were set to leave Fort Lauderdale, Florida, for a flight back to Atlantic City. A weather delay put the flight back 45 minutes. After they boarded, passengers were asked to leave the plane because the flight crew had reached their maximum time they could work. Spirit had to call in another crew and scheduled the flight to take off two and a half hours later, Cohen said.
Shortly before the scheduled departure time, Cohen recalled that Spirit representatives announced the airline was offering a $50 per passenger coupon. After the flight took off 45 minutes later, a flight attendant "gave us the good news about the $50, yet again," Cohen said.
But when he booked a flight for early September, Cohen said he was told a coupon was not available.
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What happened?
"Flight 262 was delayed due to Weather, which resulted in our disadvantage," a customer service representative wrote in an email. "When weather/Air Traffic Control (ATC) is involved, there is very little we can do a these events are beyond our control. Unfortunately, we don't offer compensation for weather-related delays, as we have no control over mother nature."
It left Cohen pretty upset. He contacted Press on Your Side. Flight staff on the plane announced the coupon, he said. "I feel that Spirit has gotten this wrong."
Press on Your Side asked Spirit Airlines to look Cohen's situation.
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Getting it back
Spirit Airlines responded quickly and promised review Cohen's case. A few minutes later, a spokesman said Cohen did have two $50 credits assigned to his account. "We're not sure why he didn't use the credit code when he booked his last flight, but we are reaching out to him and will figure out how he wants us to proceed," wrote N. Paul Berry, director of communications, advertising and brand.
Cohen was happy with the resolution. "I thank you for your efforts," he said. Thanks to Spirit for getting to the bottom of it so quickly.
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Typically, airlines don't offer a credit or voucher for a weather-related delay or cancellation. Such events are not the fault of the airline. Over the last 18 months, Spirit has had one of the lowest cancellation rates in the industry, Berry said. "This summer we had a higher than normal amount of cancellations because of weather throughout the country," Berry said in an email.
When an airport – either the one where the plane will depart or arrive – closes down because of weather, security or other reasons, airplanes can't fly, he said. "That can be frustrating for our customers and our crews, but it is a reality of commercial air transport," Berry said.
Delays also can occur from flight attendants or pilots "timing out," making them not allowed to fly. The rule is federally mandated, and not a Spirit regulation, Berry added. "This is true out of every airport we fly in and out of."
Do you have a consumer problem that needs solving? Contact David P. Willis at 732-643-4042, pressonyourside@gannettnj.com or facebook.com/dpwillis732.