COMPLAINT ACTIVITY REPORT Case # XXXXXXXX BBB of Southeast Florida & the Caribbean
Consumer's Original Complaint :
I booked a "free" cruise with "free" airline tickets through Spirit Incentives. At the time of booking, I was charged $611.59 in addition to the $100 deposit I previously paid to cover taxes and fees associated with the booking. At the time, the representative told me I would get an itemized receipt showing a breakdown of the charges. I asked for this because $711.59 seemed like a lot for just taxes and fees. I never received the breakdown as promised and when I called to cancel the reservation a few days later, they would not answer their phone. I waited on the phone for about an hour and tried calling every number I could find for the company. I also checked the flight confirmation number and the airline had no record of a booked flight. I am requesting a full refund of the $711.59 and a cancellation of any booked travel.
Consumer's Desired Resolution:
I want a full refund of $711.59 and a cancellation of the travel. I would also like to see a full break-down of the taxes and fees. I would also like a comparison of the taxes and fees for the same travel booked directly as opposed to through Spirit Incentives.
09/21/2012 WEB BBB RECEIVE BUSINESS RESPONSE :
I am contacting you regarding the above referenced promotional travel offer. Following the inquiry from your office a customer satisfaction agent contact Mr. XXX and explained that the terms of the travel offer are very clear that ''you will be required to pay all Government taxes and fees, airline taxes, Service Fees and Security Fees''. Mr. XXX paid $241.30 per person in airline and cruise line taxes and fees. He opted to upgrade his cabin for $125 per person and also included Travel Assist, which allows him to make a one-time change to the reservation subject to penalties and fees, which was $39.5 per person. The cruise taxes that are displayed on the cruise line's website are only the ''government taxes''. What is not itemized on the cruise line's website is the ''non-commissionable fees'' which include port charges, fuel charges, port fees, docking fee etc. Customers are fully responsible for those, as outline in the terms of the offer. Spirit Incentives does not inflate taxes and fees or overcharge our customers. It is a part of Spirit Incentives scripting to review pricing details with all our customers prior to asking for payment and inform them that once payment is accepted the reservation cannot be changed, canceled or refunded.
09/25/2012 WEB BBB BBB REVIEWS CONSUMER REBUTTAL TO BUSINESS RESPONSE : (The consumer indicated he/she DID NOT accept the response from the business.)
First off the numbers are different than what was stated on the phone. The representative never mentioned "Travel Assist" or sent me any information on how to use it and on the phone said that the upgrade was only $45 per person not $125 per person. In addition Spirit refuses to provide me with a copy of these terms and conditions that they are standing behind. I went online to find them and they are not available anywhere. Spirit never reviewed the pricing details before payment as they stated in their response. I don't remember any details about conditions and they won't provide that information in writing but I do know that the breakdown that they claim about taxes as fees seems to keep changes.
10/02/2012 WEB BBB RECEIVED BUSINESS' REBUTTAL RESPONSE :
I am contacting you regarding the above referenced promotional travel offer. The amounts provided in our last response are what were reviewed on the phone with Mr. XXX on his confirmation call on 9/6 and also his call with a supervisor on 9/20. All Spirit Incentives customers receive a copy of the Terms of Participation and acknowledge their agreement to follow it when they register. I have attached a copy for Mr. XXX to review. Also a confirmation email was sent on 9/7/12 the day following his confirmation which included instructions on how to use the Travel Assist benefit. We are sincerely sorry to hear that Mr. XXX is dissatisfied but stand by our original response and we are confident he will enjoy his trip.
10/04/2012 WEB BBB CONSUMER REJECTS BUSINESS' FINAL OFFER : (The consumer indicated he/she DID NOT accept the response from the business.)
The manager refused to provide a copy of the terms and conditions on 9/20 when I requested them. Spirit Incentives knew that I didn't have a copy of the terms and conditions since it was almost a year between sending in the initial deposit and booking the cruise by design of their system (plus I was out of town at the time). The representative on 9/6 did not quote the amounts provided in the last response and told me that if I didn't book now, I would not be able to book the trip later. She gave me the impression that if I changed my mind, I could simply cancel. I also checked the cost of taxes and fees in booking the trip on my own and found that they added up to about $260 total for two people. That's $34.61 for each plane ticket and $61.20 for each cruise ticket. Also, the confirmation email did not include instructions to use Travel Assist (which I don't order) or a breakdown of the fees as promised.
10/05/2012 WEB BBB RECEIVED BUSINESS' REBUTTAL RESPONSE :
I am contacting you regarding the above referenced promotional travel offer. We are sincerely sorry to hear that Mr. XXX is dissatisfied but stand by our original response and we are confident he will enjoy his trip.
10/09/2012 AMA BBB MORE INFO RECEIVED FROM THE CONSUMER : (The consumer indicated he/she DID NOT accept the response from the business.)
This was a scam from the start.
Monetary Loss: $711.