I called to book trip using Spirit incentives through my Citi Mastercard for a 2 for the price of 1 deal. During the booking I changed the passenger to my wife who is on the card as well realizing that I had a free ticket because of my points with a CC.

They booked the flight and did not send any detail of the reservation aside from a transaction number and price charged.

I checked the reservation on the airline webside and they booked myself on the flight with my daughter instead of my wife and my daughter. I had another ticket booked using points for myself.

When I called to change the reservation I was told there was nothing that could be done. They said they had a tape and put me on hold for quite a while and played the tape. Conveniently the tape was cut off halfway through the call and they said that they could not explain it, but the portion of the call available had only myself requested as the passenger. The tape was intentionally cut off to cover up the mistake. I had to re-book another flight 2 days before Christmas eve for $665 because the seat is non transferable.

We were given a voucher for a free cruise in return for listening to a presentation on a vacation club. We elected for the 7-day cruise, which meant a larger payment for taxes and fees. They were supposed to contact us within 10-14 days. They didn’t contact us. When we contacted them (lots of being put on hold) they said that all three-departure dates we asked for were taken. We were given one date only which I couldn’t get off work for. They told us, “sorry, too bad, guess you can’t go.” Here was the conversation my wife had with Spirit Incentives:

Wench: I have your choices down as Port Canaveral on 3/3, 6/8, and 7/13. Do you want to upgrade to an outside cabin?

Me: How much is that?

Wench: $199 per person

Me: Do I have to decide that now?

Wench: Yes, in order for me to book a cruise - you will also need to provide payment for that now.

Me: We'll stick with an inside room

Wench: Thank you - I'll check our availability

Five minutes of crappy music

Wench: We can offer you a cruise on Carnival leaving out of Miami to the Western Caribbean leaving on April 5.

Me: April 5 was not one of our dates

Wench: Unfortunately, that's all that's available

Me: For the summer months - we would have to pay extra?

Wench: There are no summer options available - your only option is April 5.

Me: My husband is a teacher and can't take a week off of school

Wench: I'm so sorry to hear that. You can accept this offer or we can send you a refund of all money spent

Me: Can I call you back?

Wench: Now that I've made an offer you need to accept it now or choose to take a refund.

Me: Why didn't we hear from you sooner rather than have to call ourselves.

Wench: We will contact you within 30 - 45 days of the first chosen date and we're in that time period now.

Me: Yes, but I had to call you and the email I'm looking at, dated Oct. says that you'll contact us within 10 - 14 days - at which point one of our choices might have been available.

Wench: We don't get our inventory until 3 - 6 months out - so that wouldn't have worked anyway

Me: Oct. was less than 6 months ago.

Wench: Would you like to accept this offer or shall I do a refund

Me: We'll take a refund.

Wench: It will take 10 - 14 days. Thank you for . . . .. Hang up!

After that, I called them back the next day. I was put on hold for about 5 minutes long distance. The lady argued with me saying that we were offered a cruise and that we turned it down. I asked to speak to a supervisor. I was put on hold for about 10 minutes this time. The supervisor was not only argumentative, but also rude. I told him how much negative information there was about Spirit Incentive online, he didn’t care. I told him how many complaints there were with the Better Business Bureau, he didn’t care. I told him that I was going to call the Better Business Bureau, he didn’t care. When I asked for me refund he said that they didn’t have any record of it!!! I had to make a copy of the cancelled check and mail it to them!

While I was getting a copy of the check and mailing it off I also contacted the Better Business Bureau. I also called the place that gave us our vacation voucher. I had extra leverage because I had become a customer of the business that gave us the voucher. I’m not sure which did it, but we received a call from Spirit Incentives the next day! It was another office. The person we talked to seemed to be the one who works with people once they complain to the right people. She found a vacation date that worked for us. When I asked her why they wouldn’t work with us before, all she would say is that, “ well we are working with you now.” She even returned our call ounce when her voicemail picked up! If the two previous routes didn’t work I was also going to contact the Florida Attorney General. Others on a blog about Spirit Incentives had said that this method had worked for them. I also found a website: www.complaint.TV I also sent them my information on the same day that we were contacted by Spirit Incentives to work with us. Now what I am doing is posting to the several blogs out there devoted to spirit incentives so that more people don’t get screwed.

How do they get away with being such a crappy business? We aren’t their customers; the businesses that give out these vouchers are their customers. They don’t have to make us happy as long it doesn’t affect their relationship with those customers who purchase large quantities of their vouchers. They make more money when they don’t give anything.

NEVER REDEEM A VOUCHER FROM SPIRIT INCENTIVES! You can't pick the date you want to go on and if ANYTHING happens and you can't go, you WILL NOT get your money back! Unless you have no children, no job, no reletives, and no life at all, things happens and things change. You can only travel during Fall and Winter months as long as the date doesn't fall within 10 days of a holiday. Then, they will sell you something called "Travel Assist" which is supposed to allow you to change the date of your vacation one time in case somethin happens. But, when something does happen, you have to pay another $200 - $400 to change the date of your trip! The trip is not "free" as they would have you believe. I gave them nearly $600 to take a "free" cruise. This amount included the cost for govt taxes and fees, an upgrade to a regular interior cabin (the cabin they give you for "free" comes with bunk beds), and the cost of the travel assist program. Now, we can't go on the trip unless we pay extra money. Our money is gone and we can't get it back. Please don't make the mistake that we did. Book your own trip because nothing in life is free. And if someone tells you it is, they are lying.

We were given a certificate for a "free cruise" through Spirit Incentives by our timeshare, after taking a tour. We followed the instructions, sent in $600 for port fees/taxes and never heard anything back.

Finally, we contacted them again, and they did book us on a cruise down the Mexican Riviera. My husband paid another $200 to upgrade our room. We registered through the cruise line's website, and everything was taken care of, we thought. Then, of course, the Swine flu hit and all the cruises to Mexico were being rerouted. Our cruise line stated on their website that all cruises affected could be rebooked. Therefore, we made alternate plans for the week. However, when I tried to speak with the cruise line and rebook our cruise, they stated that they did not have access to our reservation, but that we would have to change it through Spirit Incentives. I asked her again, to make sure...so, if Spirit Incentives is willing to rebook us, then you will allow us to be rebooked for a later date? And she said...yes, that is what is stated on our website.

I called Spirit Incentives back, and I was told repeatedly that according to the contract, they do not have to rebook us or cancel or cruise. I explained to them that the cruise line was willing to rebook us, but they would not make any provisions.

Today, I called back and asked to speak to a manager. I was told that he was not available but that I could leave my name, number, and certificate number, and I did. However, I called at 2:30 my time, which is 5:30 their time, and surprise, surprise, I did not receive a call back today, which was necessary, because the cruise line wanted all changes to itinerary called-in by today. The cruise line is up all night, but Spirit Incentives closes at 6:00 eastern time.

Therefore, I would be VERY wary about using them.

Spirit Incentives is a RIP off!!! I submitted my certifcate to redeem for a "free" criuse for 3 days/nights. I called after 16 days of not recieving anything (thinking it was a scam) and she said that it is standard mail to take 16 days!!! And I received an EMAIL! I was getting more and more aggrivated and the customer service rep was rude and put me on hold for 10 minutes (long distance) to try and add up the days I had waited to receive the email, which was completely wrong. After I sent in the $100 trip deposit (which they said would be returned- yeah right! I'm not holding my breath!) I waited another 16 days and still heard nothing from them. I called back and spoke to another customer service rep, who continuosly raised his voice with me and told me to wait another 10 business days. It's almost going on 2 months and still no cruise! I went to the time share presentation for 3 hours did my part, and they scammed us, people that just want a nice mini vacation!!! This is absoultely ridiculous, my next written letter is to the Better Business Bureau. Please DO NOT fall for this scam! Save your money and your time!