Spirit Airlines Cancelled Itinerary for 5 People, Promised a Refund, NO REFUND GIVEN Miramar Florida

On July 27, 2013, my husband, three children, and I went online to check in for our flight that day from Atlanta, Georgia, to Toluca, Mexico.  On March 2, 2013, we had purchased tickets for flight number 600 from Atlanta, Georgia to Dallas, Texas; and flight number 161 from Dallas, Texas to Toluca, Mexico.  To our surprise, our itinerary from Atlanta to Toluca had completely disappeared.  

We called Spirit Airlines Customer Service.  For the next 3 hours we were on the phone with various agents.  One agent claimed we had been notified of the itinerary cancellation by email but could not produce proof; another agent said that no email had been sent and the itinerary had been randomly cancelled.

They offered to rebook us 5 days later, but by that time our trip would have been futile.  They offered to refund us $803.49 for the itinerary to Mexico, expecting us to present ourselves in Toluca for the flight back to Atlanta, or lose the $895.16 for the itinerary back to Atlanta.  They would however, not email us proof of anything they were offering so we did not want to accept this refund.  Finally we were told that they could or would no longer help us.  

We went to the Atlanta airport, where we were informed that our flight from Atlanta to Toluca had already been refunded in the amount of $803.49. The ticket agent claimed she had “no ability” to print proof of that refund, although we waited at the counter for over 1 hour trying to acquire written proof that this money would be returned.  

We were given a refund of $895.16 for our flights from Toluca back to Atlanta.  The ticket agent showed us on the computer screen where the amount of $803.49 had supposedly been refunded for the flight from Atlanta to Toluca.  As of this date, I have not seen this amount refunded to my credit card.

I have sent a certified letter to Spirit Airlines demanding an immediate refund of $803.49 to my credit.  It was not our fault that they cancelled the itinerary without notifying us, or offering us a viable option for travel.