Atlanta travelers confused, frustrated after Spirit goes under and cancels flights

COLLEGE PARK, Ga. — Passengers flying with Spirit Airlines faced confusion and frustration Saturday at Hartsfield–Jackson Atlanta International Airport after learning their flights had been canceled, leaving many scrambling for answers and alternate travel plans.

Travelers arriving at the Spirit counter said there were no customer service representatives available to assist them in person. Instead, passengers were directed to scan a QR code for support.

Among those impacted was traveler Lydia So, who said she was struggling to get information after arriving at the airport.

“No one knows what’s going on now that I’m here and now I’m just trying to figure it out,” So said.

Hundreds of passengers appeared to be dealing with similar issues throughout the terminal. Despite the cancellations, some departure boards continued showing Spirit flights as scheduled and on time, adding to the confusion.

“They have an open flight for me from Ft. Lauderdale back this evening and the one from Atlanta to Ft. Lauderdale is canceled, “So, what they’re telling me in all actuality is that I’m on my own, I got to find my way there to catch my flight back,” said Lloyd Daley, who was supposed to pastor a funeral in Florida Saturday. 

Traveler Marie Brun said she was attempting to find another flight for an emergency trip but was running into roadblocks.

“I don’t know what to do. I tried checking for another flight because it’s an emergency. I tried to book another flight, but its denied or too expensive,” Brun said.

The impact extended beyond passengers. Spirit Airlines announced it has let go of more than 18,000 employees, leaving many workers uncertain about their future.

“It was like, OK, how am I going to pay these bills because I just purchased a new home,” Peterson said. “I’m 60, so I was hoping to retire in another two years because I have 10 years put in, plus the company years and then I can retire, but it’s like I have to start all over again.”

Spirit Airlines said customers with booked flights should receive automatic refunds. However, the airline said refunds for travelers who paid using points or gift cards will not be determined until the bankruptcy process is complete.

The United States Department of Transportation said other airlines, including Delta Air Lines, will help accommodate affected Spirit passengers. According to the department, participating carriers plan to cap ticket prices for Spirit customers who now need to rebook canceled flights.