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My husband, Loren, purchased a admission from Spirit Airlines for a cruise from New Orleans to Chicago for biking this summer. Unfortunately, he anesthetized abroad about two weeks afore his flight. I canceled his flight two canicule afterwards his death.

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When I inquired with Spirit about a refund, the adumbrative instructed me to book a complaint and attach Loren’s afterlife certificate, which I did a few canicule later. It’s been three weeks, and I accept heard annihilation from Spirit. I saw one of your columns in which you helped addition being with an identical issue. Would you be able to advice me get a $153 acquittance from Spirit?

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— Jodi Parsons, San Diego

A: My condolences for your loss. At a time like this, the aftermost affair you should accept to anguish about is a refund. Unfortunately, Spirit is authoritative you anguish by not acknowledging your request.

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Although the airline doesn’t accomplish any promises about refunding tickets to asleep cartage in its agreement and conditions, which you can apprehend on its armpit (www.spirit.com/content/documents/en-us/General—Terms—and—Conditions.pdf), a adumbrative did betoken that you would accept the $153 aback for your husband’s ticket. That’s in band with best airline policies, which, although they are informal, about acquittance tickets to the families of asleep passengers.

The absolute catechism is: What’s demography Spirit so long? And is there annihilation you ability do to move the action forth faster?

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Ticket refunds should arise instantly, but they don’t. Spirit is appropriate to advanced a acclaim to your agenda aggregation aural seven business canicule afterwards accepting a complete acquittance application, according to the Department of Transportation. But the acclaim may booty a ages or two to arise on your statement. You were alone three weeks into that action back you contacted me.

I’m not activity to be the one who tells you to be accommodating at a difficult time like this. If I were active Spirit, you would accept your money by now, and an acknowledgment as well. But I’m aloof a customer advocate.

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You could accept approved to amplify the action by ambrosial to an controlling at Spirit. I account the names, numbers and email addresses of Spirit’s customer-service managers on my advancement site: http://elliott.org/company-contacts/spirit-airlines/.

While it’s accurate that Spirit doesn’t accept the best customer-service reputation, this is one of those cases back it appears to accept done annihilation negligent. Perhaps the alone accountability I can acquisition is that a adumbrative larboard you with the consequence that you’d accept the acquittance sooner.

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I contacted Spirit on your account and it refunded your backward husband’s $153, as it promised it would.

Christopher Elliott is the ombudsman for National Geographic Traveler annual and the columnist of “How to Be the World’s Smartest Traveler.” You can apprehend added biking tips on his blog, www.elliott.org, or email him at chris@elliott.org.

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