Family disputes compensation from Spirit Airlines after losing luggage

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.