Family disputes compensation from Spirit Airlines after losing luggage

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Family disputes compensation from Spirit Airlines after losing luggage

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Spirit Airlines | Official Website

By Sky Industry News

May 31, 2025

William Bruce's family has been embroiled in a dispute with Spirit Airlines over lost luggage since January 25, 2025. The baggage, containing over $1,000 worth of Christmas gifts intended for relatives in Brazil, was last seen at Spirit's self-service kiosk at Hartsfield-Jackson Atlanta International Airport. According to local news reports, the airline allegedly failed to assist the family when they sought help.

Bruce reportedly paid more than $200 in fees for the service and has since faced challenges with Spirit’s customer service. In an interview with WSB-TV Atlanta, Bruce described his frustration with being redirected between chatbots and AI-powered helplines. Research by the local news station indicates that Spirit Airlines ranks second-worst nationally for customer service among airlines.

“They want you to go away," Bruce reportedly said. "They’d rather you just get tired and just go away.”

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In response to the situation, Bruce plans to seek assistance from the federal government. Filing a complaint with the Department of Transportation (DOT) would require Spirit Airlines to acknowledge the issue within 30 days.

Spirit Airlines offered compensation of $270 on May 5, 2025. A spokesperson stated: "Our team has been in contact with the Guest... We issued a reimbursement to the Guest on May 5, 2025, in accordance with our policy." However, Bruce's family intends to file a federal complaint as they find this amount insufficient compared to their losses.

“They’re Spirit. They are ghosts," Bruce told WSB-TV. "I’m like, ‘Well, they’re treating us like ghosts.’”

The DOT mandates airlines provide information on filing complaints via their websites and requires acknowledgment within 30 days of receipt. According to Travel Agent Central's report on mishandled luggage in 2023, several airlines were ranked based on incidents per thousand suitcases.

Federal laws protect passengers' rights regarding oversold flights, mishandled luggage, tarmac delays, and refunds while prohibiting unfair treatment by airlines. Complaints related to air travel services can be directed through various channels including DOT’s Office of Aviation Consumer Protection (OACP), which investigates each case individually.