TroubleShooters: Spirit Airlines vacation nightmare

HAMMONTON, N.J. (WPVI) -- Spirit Airlines just came in last in travel rankings from the American Customer Satisfaction Index.

The airline even has its own "Hate" campaign urging its own customers to "unleash your hate" by submitting complaints online in exchange for frequent flyer miles.

A New Jersey woman has a lot of Spirit Airlines hate she's willing to trade in after her vacation plans turned into a nightmare.

"I thank God every day I'm here," said Jennifer Pustizzi.

On August 5th, 12 hours before Pustizzi was scheduled to take off on a family vacation, her car crashed under a tractor trailer.

Pustizzi was airlifted to the trauma center at Cooper University Hospital.

"Plastic surgeons, trauma surgeons, and orthopedic surgeons trying to figure out the extent of my injuries," said Pustizzi.

The Pustizzi family of four obviously did not make their flight that departed the morning after the accident.

The cost of their round-trip tickets from Atlantic City to Orlando on Spirit Airlines was $1,578.72.

Pustizzi says she asked Spirit Airlines for a credit to use the tickets at a later date.

"She said no - I did not follow the directions and basically it was just lost money," said Pustizzi.

An email from Spirit Airlines reiterates what Pustizzi says she was told by phone.

It reads in part, "The flights cannot be reinstated and the airfare is non-refundable...You may cancel up to 24 hours in advance and receive a reservation credit."

Pustizzi says the representative on the phone told her she would know next time that she must follow their rules.

"And I stopped and I said, 'I don't think you're listening to what I'm telling you - if God forbid, this were ever to happen again, I still would not be able to call you to cancel,'" said Pustizzi.

Pustizzi contacted the Action News TroubleShooters for help but Spirit Airlines wouldn't budge.

However, they gave us another reason.

They said Pustizzi "chose not to purchase travel insurance...had she purchased this insurance she would have received a full refund."

Pustizzi says she didn't buy Spirit Airline's insurance because she thought a policy she bought through her travel agent would cover the flights.

"I said, 'It's my fault.' I should have dotted my I's, crossed my T's, and made sure these flights were on there and I didn't," said Pustizzi.

The moral of the story? Do consider travel insurance.

Through Spirit Airlines, it would have cost Pustizzi $28 per round-trip ticket and at least this airline is clearly unwilling to bend for even extraordinary circumstances.

I'm curious if you think Spirit Airlines should let Pustizzi use her tickets.

Click here, to head over to my Facebook page and let me know.

You can read Spirit Airline's full statement below: