Spirit Airlines Customer Furious After ‘Damaged’ Checked Bag Claim is DENIED by Company
When Chloe Ramirez landed in Fort Lauderdale after a whirlwind weekend in Las Vegas, the last thing she expected was to be standing in front of a Spirit Airlines claims desk holding a suitcase that looked like it had been in a cage match.
“I almost didn’t recognize it,” Chloe said, shaking her head. “The handle was ripped off, the zipper was busted open, and there was a deep gash along the side. My clothes were falling out on the conveyor belt. It was humiliating.”
But worse than the damage, according to Chloe, was what happened when she tried to file a claim for reimbursement.
“They basically told me, ‘Tough luck,'” she said.
Chloe had checked her large Samsonite bag at Harry Reid International Airport in Las Vegas on Sunday afternoon. The suitcase had been a birthday gift from her mother just two months earlier and still had the price tag residue under the handle.
“It was practically new,” she said.
The flight to Fort Lauderdale was uneventful—until the luggage carousel at Terminal 4 began churning.
“All of a sudden, I saw what looked like my bag, but it was… mangled. Like someone had taken a knife to it. And the worst part? My underwear was sticking out of the side.”
She quickly approached a Spirit Airlines employee at the baggage services desk.
“I tried to remain calm, but I was upset. I showed them the bag and said, ‘This is unacceptable.’ The rep just gave me a blank look and handed me a form.”
The form was Spirit’s official Baggage Irregularity Report. Chloe filled it out on the spot, documenting the visible damage and noting that multiple items inside the suitcase—including a hair straightener and a pair of designer heels—were also broken. She also provided photos and receipts.
Two days later, she received an email.
> “After reviewing your claim, we have determined that the damage reported is consistent with normal wear and tear and is not eligible for reimbursement under our baggage policy.”
Chloe was stunned.
“Normal wear and tear? The thing was destroyed! I’ve traveled for years, and I’ve never had anything like this happen. Spirit needs to take responsibility.”
She immediately took to social media, posting photos of the battered suitcase alongside screenshots of the rejection email. Within hours, her TikTok video—captioned “Spirit Airlines DESTROYED my suitcase and won’t pay for it???”—had over 2 million views.
Comments flooded in.
“This happened to me too!”
“Same thing with my stroller. Spirit doesn’t care.”
“I swear they just throw bags from the plane like frisbees.”
Spirit Airlines responded to the viral attention with a brief statement on X (formerly Twitter):
> “We’re aware of the complaint regarding a damaged bag and have reviewed the claim in accordance with our policies. While we regret any inconvenience, not all damage qualifies for reimbursement. We are committed to working with all guests to address concerns respectfully.”
That didn’t sit well with Chloe.
“They’re hiding behind ‘policy’ instead of just admitting they messed up,” she said. “It’s insulting.”
Chloe says the response ignores the evidence she submitted.
“I gave them everything. Photos of the bag before and after. Receipts. Even a video of me zipping it up at the hotel in Vegas!”
Experts in aviation travel say Chloe’s experience isn’t unusual.
“Most airlines have very narrow definitions of what they’ll cover,” said Robert Kline, a consumer rights attorney who specializes in travel disputes. “Anything deemed as cosmetic or caused by ‘overpacking’ is often excluded. Unfortunately, the burden of proof is on the customer.”
Still, he said, there’s a gray area.
“If an airline returns your bag torn, crushed, or obviously mishandled, it’s reasonable to expect some accountability. The fact that this claim was rejected so quickly raises eyebrows.”
Chloe isn’t giving up.
She’s filed a formal complaint with the Department of Transportation, which oversees airline consumer rights. She’s also launched a Change.org petition titled “Hold Airlines Accountable for Baggage Damage,” which has already gathered over 18,000 signatures.
“This isn’t just about me anymore,” she said. “People deserve better. You shouldn’t have to fight like this over something so basic.”
Spirit Airlines has not indicated whether it will revisit Chloe’s case, but the controversy has sparked a wider conversation about baggage treatment across all airlines—particularly budget carriers.
“These airlines operate with razor-thin margins,” Kline said. “Baggage handling is often outsourced, and corners can get cut. That’s why customers need to know their rights—and document everything.”
Chloe has since purchased a new suitcase and says she won’t be flying Spirit again.
“I’d rather pay a little more and know my stuff will be treated with respect,” she said. “Flying should be stressful enough without wondering if your luggage is going to survive.”
In the meantime, her video continues to circulate on social media, inspiring dozens of other travelers to share their own baggage horror stories.
Some have even started tagging their posts with #SpiritBaggageBattle.
As Chloe puts it:
“I didn’t ask to be the face of this movement—but if it helps even one person get the compensation they deserve, then maybe my broken suitcase wasn’t a total loss.”