Barbara Tatum

[Barbara Tatum @everydayescapis]

@SpiritAirlines You have already responded via email and on FB telling me that you're going to do me a "courtesy" and give her a flight credit and refusing to give us a refund. I feel like asking for a DM with the confirmation number is just to make it look like you're doing something.

[Barbara Tatum @everydayescapis]

@ami_inuu @SpiritAirlines Exactly. I am thinking class action lawsuit for breach of contract because they failed to act in good faith towards their customers by failing to notify people of the IT failure in a timely manner. Not my area of law, but I am curious how many people would want to join.

[Barbara Tatum @everydayescapis]

@SpiritAirlines @DjFrankieB Not true. You didn't do all you could to help me. In fact, you were quite rude.

[Barbara Tatum @everydayescapis]

@MKultvre @SpiritAirlines Super curious if they refund your money. They are refusing to refund mine. Of course, the contract they keep referring to has a good faith requirement and they didn't act in good faith when failing to inform customers. Class action, anyone?

[Barbara Tatum @everydayescapis]

@hayleympugel @SpiritAirlines At least they answered. Their system hung up on me four times this morning.

[Barbara Tatum @everydayescapis]

@SpiritAirlines Another great customer service response- they are refusing a refund because it doesn't fall within their protocols. Of course, they had no protocols for a full IT failure, but screw the customer, I guess

[Barbara Tatum @everydayescapis]

@SpiritAirlines Just got another cut and paste message about being to the airport on time. Spirit is totally refusing to own responsibility for my kid missing her flight, even though their agents were not checking people in and no one told us the flight wasn't on time like their website said.

[Barbara Tatum @everydayescapis]

@IreneJalenti @SpiritAirlines Happened to our kid. Two customer service agents have sent me a canned response about no refunds and that she should have been there on time. Good luck!

[Barbara Tatum @everydayescapis]

@SpiritAirlines If they had been even a little bit transparent at any of those opportunities, this would be a whole different story. WORST CUSTOMER SERVICE, EVER. Do not fly Spirit. How they handled this delay is absurd.

[Barbara Tatum @everydayescapis]

@SpiritAirlines At IAH, they did none of that. On their chat and text apps, they did none of that. And I have the receipts to prove it. We had no way to know her flight was still on the ground when we purchased another flight to get here there, and that is Spirit's fault.

[Barbara Tatum @everydayescapis]

@SpiritAirlines Spirit had the chance to be transparent and let people know what was going on. They did that in other airports. People tweeted they were handing out cookies and water and explaining there was an IT issue.

[Barbara Tatum @everydayescapis]

@SpiritAirlines No. Absolutely not. Buyer beware- Spirit Airlines is a thief and a scam. Everyone has issues, and I get that. We travel a lot and I've been on dozens of flights in my life. My husband flies for work and has been on 100s of them. We have NEVER had an experience like this.

[Barbara Tatum @everydayescapis]

@SpiritAirlines If my kid had screwed around and been late to the airport, I would own that. But to have the airline act like we did something wrong, when they damned well knew their entire system was down and intentionally kept that information from us in two different communications?

[Barbara Tatum @everydayescapis]

@SpiritAirlines After explaining all of this for a third time to a spirit agent, I get back a canned response about how they don't do refunds, and how we should arrive at the airport on time. Which we did. No ownership of the issue whatsoever.

[Barbara Tatum @everydayescapis]

@SpiritAirlines I also have both a text and a FB messenger conversation from Spirit customer service telling me they'll look into it, but not mentioning anything about a systemwide failure. So, no way for aconsumer to know the flight had not left or what was going on, since it showed on-time.

[Barbara Tatum @everydayescapis]

@SpiritAirlines I finally get a response from customer service, after they know there is a system wide outage. I have already explained that the people at the baggage drop would not take luggage and did not explain what was going on.

[Barbara Tatum @everydayescapis]

@SpiritAirlines Shortly thereafter, we start seeing tweets and posts from other customers that similar things are happening on their flights. Still no notice on Spirit's website or on any of its social media.

[Barbara Tatum @everydayescapis]

@SpiritAirlines We purchase tickets on United and send our kid over to a different terminal. By the time she leaves the Spirit terminal, she has been in line to deposit her luggage for over 90 minutes and still no one at IAH has said anything to them about anything.

[Barbara Tatum @everydayescapis]

@SpiritAirlines The customer service person then told me there was nothing they could do for me. Still didn't inform me that there was an outage. At this point, it is well after the scheduled departure time and Spirit's website is saying that the flight is on time for its scheduled arrival.