Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets for myself and my daughter who is special needs . Our flight was on Noviembre 22 . We were suppose to flight out of *************** at 5:30 am . The system didnt allow me to check in at home or at all at the airport . When it was time to board the flight they said the flight was full capacity which I dont understand when I had purchased my tickets with enough time . They said that me and my disabled daughter had to wait for the next flight I explained to them that my daughter needs her medication they said we dont give people preference no matter what is wrong with them . They gave me the next flight out which was at 1:30 pm at 12:00 pm they said the flight was delayed till 4:30 pm at 2:00 pm the flight was delayed again till 6:42 pm , my disabled daughter cried for hours we had no medication for her I tried telling the airline attendants my issues and I was told theres no complaint department for Volaris . I spend 13 hours at the airport my daughters condition is now worse and no one cared . I finally arrived at my destination at 12 midnight I want to say that that is the worse the worse service Ive ever encountered this airline needs to be shut down they treat there customers like animals worse then animals they are so rude and have no manners my 6 year old disabled daughter suffered for 13 hours because all they care about is money they destroyed my luggage completely

  Business Response

  Date: 12/17/2024

  Dear Ms. ******
  
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that due to overbooked flight Y4 3060 TIJ-MLM last November 20th,2024, next available flight Y4 3065 TIJ-MLM was provided to travel on November 20th,2024, unfortunately this flight was delayed, we confirm flight was boarded.
  
  Based on the phone call with our representative, we could support you with a 25% compensation price of booking R98IHY in electronic credit for future transportation with Volaris, in case you decide to accept our proposal the electronic credits would have the following characteristics:

  *Valid for multiple purchases.
  *180 days to book (You can travel on the date and destination you prefer, as long as the flight is published).
  *Applies for total fare( base fare, taxes and additional services).
  

  Due to flight delayed a compensation for an amount of $8,000.00 MXN per passenger in booking R98IHY was already issued in electronic credit for future transportation with Volaris. The electronic credit details were sent to email address registered in booking; t is important to consider that in case that the electronic credit is not used prior to the reservation deadline, this will be lost and cannot be made valid.
  
  Regarding reported damaged luggage, in order to continue and validate the situation it is necessary you to please send us the requested documents, we have not received yet, once we have them, we will validate it and we will be able to provide you a resolution about it.  
  
  We offer a sincere apologize for the inconveniences.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  
  

• Initial Complaint

  Date:11/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 3, 2024, I booked November 8 flights via Volaris Airlines from *********** to *********** (reservation code: GGSHYA; flights Y4 Volaris 780 and F9 Frontier 2241). The cost was $194.77. On November 7, I attempted to check in for my flights and received "No booking found" as the response. Via their messaging service, I was eventually told that my flight was "updated" to November 7--a full day earlier. No one had notified me in any way, shape, or form. Their offer to me at that time was a refund plus 25%. Clearly, I didn't need a refund--I needed a flight home. So I went to the airport for help. At their counter, I was told that the best they could do was get me to ****** on November 9. I had assumed that my original flight was canceled, but attempting to file a claim with *********** revealed that the flight wasn't even canceled. Volaris simply refused to honor my purchase by declining me a boarding pass. This refusal cost me an additional $433.48 for a flight from ****** to *********** (United flight UA 1541) plus $47.55 for an additional night at my ******* not to mention the ~$17 in **** fees to and from the airport. I filed a claim with Volaris directly (ticket #*******), but they are only offering me a voucher for another flight at the value of my original fare plus 25%. This is a breach and an unscrupulous business practice.

  Business Response

  Date: 12/13/2024

  Dear *** *******, 
   
  We are writing in reply to BBB case number 22562140. 
   
  We regret the inconveniences for flight affectation in flight MEX-MCO-MSY of booking GGSHYA, we confirm next available flight MEX-DEN to travel on November 09th, 2024, was provided, we confirm fligth was boarded.
   
  After a review of your case, we could support you by reintegrating the additional and reported expenses of $ ****** USD in electronic credit for future transportation with Volaris, with a validity of booking of 1 year to book (You can travel on the date and destination you prefer, as long as the flight is published). 
   
  Unfortunately, due to auditable processes it is not possible to reimburse an amount that was not collected by Volaris. In case you consider accepting our proposal, the electronic credit would have the following characteristics:
   
  

  • 1 year to book (You can travel on the date and destination you prefer, as long as the flight is published).
  • Applies for total fare( base fare, taxes and additional services.
  • Valid for multiple purchases

   
  Thank you for your understanding.
   
  Sincerely,
   
  ****** ********* ******
  Volaris Customer Resolution

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22562140
  
  I am rejecting this response because: Volaris Airlines directly caused me to incur over $498 in personal expenses by denying me access to the flights they sold me from *********** to ***********. I am not in need of flight credits; I am in need of being compensated for their fraudulent practices. I will open an *** complaint if this issue is not addressed here.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/19/2024

  Dear Ms. ******************  
  We are writing in reply to BBB case number 22562140. 
   
  We regret the inconveniences for flight affectation in flight MEX-MCO-MSY of booking GGSHYA, we confirm next available flight MEX-DEN to travel on November 09th, 2024, was provided and flight was boarded. Corresponding refund of cancelled flight MCO-MSY was applied last December 14th, 2024, to original payment method, a ********** ending 3290.
  
  In good will and service to our clients, we could only support by reintegrating the additional and reported expenses of $ ****** USD in electronic credit for future transportation with Volaris, in case that you consider accepting our proposal, the electronic credit would have the following characteristics:
  

  *1 year to book (You can travel on the date and destination you prefer, as long as the flight is published).
  *Applies for total fare( base fare, taxes and additional services.
  *Valid for multiple purchases
   
  Refund for extra charges or expenses does not apply, airlines are not required to reimburse you for any trip costs affected by the cancelled flight.
  
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22562140
  
  I am rejecting this response because:

  I was sent $42.87 of the $498.03 costs that I incurred DIRECTLY as a result of Volaris's refusal to honor my purchase. If this matter cannot be resolved here, I will be escalating my complaint of fraudulent practices to the ************************* 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/02/2025

  Dear Ms.*******, 
   
  We are writing in reply to BBB case number 22562140. 
   
  We reiterate a sincere apologize for the inconveniences of flight affectation.We confirm corresponding refund of the part corresponding to the flight segment not flown MCO-MSY was applied last December 14th, 2024, to original payment method, a ********** ending 3290 for an amount of $ ***** USD, protection flight MEX-DEN ($ ****** USD) was boarded, a refund for a boarded flight does not apply.
  
  After a new validation, the only available option is to support you by reintegrating the reported expenses ($ ****** USD), in electronic credit for future transportation with Volaris. Unfortunately, due to auditable processes it is not possible to reimburse an amount that was not collected by Volaris. In case you consider accepting our proposal, the electronic credit would have the following characteristics:

  *1 year to book (You can travel on the date and destination you prefer, as long as the flight is published).
  *Applies for total fare( base fare and taxes). 
  *Transferable (To transfer the credits to a family member or friend, we will need the passengers name so we can issue the credit under the provided name).
  

  We confirm that refund for extra charges or incidental expenses does not apply, airlines are not required to reimburse you for any trip costs affected by a cancelled flight.
  
  We hope that you can consider this proposal to be able to use our services in your next travel plans and thus be able to provide you with a service more in line with your expectations.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22562140
  
  I am rejecting this response because:

  It sounds like this claim needs to be escalated to someone who can cut a check to pay for the harm directly caused by your companys actions.The original cost of the Volaris flights is no longer at issue as Volariss refusal to honor my ticket purchases for flights from ***-MSY directly caused me to incur *new* expenses in the amount of $498.03. There was no cancelled flight involved in this matter; I had valid purchases for flights that departed as planned but to which I was, for some reason, denied access. The nature of this incident is highly suspicious and merits deeper investigation, particularly due to the number of complaints of this nature and others that Volaris receives. Deducting the $42.87 already issued to my card, the current sum I am owed due to fraud on Volariss part is now $455.16. I am willing to cease pursuit of further investigation if this claim is paid in full. A check can be sent to the address you have on file for me. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 13, 2024 I purchased Volaris airline tickets for my daughter and I. In August 27th I called to confirm my flight tickets, there was to much talking background so I gave the agent my confirmation #Q8KQTL it appeared that he wasn't giving me the attention so I gave him my flight information and all he said yes, yes, in Spanish. The information I gave him, check in Thursday 8/29 to leave 8/30 Friday 12:30 am and he just agreed to what I said. So when we arrived at *** Thursday evening 3 hrs before our plane take off, I was informed that I had wrong date that I should of checked in Wednesday evening to leave Thursday am. I felt crushed into a million pieces because I was celebrating my daughter's birthday and cancer survival and we were looking forward to this trip. I called as soon as possible to Volaris Airlines and they said someone would call me. I tried to get another flight through Volaris and found one that was taking off Friday but I wanted to confirm with ******* supervisor and she advised not to book because there were no flights available and the flight that we were supposed to fly out 25 people were left without a seat and she apologized and didn't understand why there were seats available. 8/31 ********* ****** said that they would have to listen to the recording and that they would get back to me, she offered credit and I told her I didn't have Vacation till the week of Christmas and she said they would get back to me. Since then I've been sending emails and they have been given me the run arounds making excuses and sometimes they don't answer my emails. Now that I have shared my experience with friends and family they said it's the worse airlines because it was done to them too and never got there money back. Volaris is either over booking, collecting money and blaming it on hard working people that it was their mistake. They need to be stopped. Thank you I know you will make this happen and make them pay.

  Business Response

  Date: 12/03/2024

  Dear Mrs. ********* *****, 
  
  We are writing in reply to BBB case number 22549095.
  
  We confirm that we will be processing the refund of booking Q8KQTL to the original payment method. This reimbursement will be reflected in your account in the next ************ days.
  
  Route: LAX-MEX-MID-MEX-LAX
  
  Its important to consider that if at any time you made a chargeback bank petition, the refund may not be processed by Volaris.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22549095
  
  I am rejecting this response because: they called me and promised to refund but until I see it in my credit card **** I will believe it. 
  
  Sincerely,
  
  Adelaide *. *****

  Business Response

  Date: 12/09/2024

  Dear Mrs. ********* *****, 
  
  We are writing in reply to BBB case number 22549095.
  
  We confirm that refund of booking Q8KQTL to the original payment method is in process, however, our revenue assurance area detected a chargeback bank petition in payment, we confirmed it came out in Volaris favor, we will continue with corresponding refund, and it may take 7-15business days to see it reflected in your account. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 12/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Adelaide *. *****

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,I booked a flight with Volaris, ZLYBGE. I called reservations and informed them I would be traveling with a Service Dog. I brought all the required documents listed on the Volaris website, *************************************************************************************** traveled from TIJ to MLM with no issues on *********. However, on my return flight on 11NOV2024, I was harrassed for over 30 minutes by the Volaris staff. We spoke to the manager on site, *******, who was wearing large white glasses. He repeated told us we did not have the correct paperwork and was extremely rude to my wife. We had all the required paperwork, and he refused to look on the Volaris website where it listed the paperwork needed.He stated my Service Dog letter was outdated. Per the Volaris website, it states "Except for flights to and from the ***, please bring proof that your dog is a service dog." There is date requirement on the proof. I provided a letter from my Doctor stating I have a Service Dog. I explained the Dog's Health Certificate must be within five days after the certificate issuance, you must present a new certificate. My Dog's Health Certifcate met this requirment.Harrassing disabled individuals who require the use of a Service Dog is illegal. After over 30 minutes have being rude to my wife, he said we could fly just this once. I have flown with Volaris multiple times without issue. It is clear ******* did not know the Volaris procedures and does not know how to politely interact with guests needing asssistance.I am asking for a refund for my return flight based on the harrassment from the Volaris staff.

  Business Response

  Date: 12/06/2024

  Dear Mr. ********** style="line-height: inherit; color: rgb(47, 57, 65); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; background-color: rgb(248, 249, 249);"> 
  We are writing in reply to BBB case number 22545406.
   
  Following up on the situation prior to boarding our flight Y4-3063 from Morelia to ******* with your service dog transportation, in this regard we would like to share with you that, in order to fly with a service dog with Volaris, it is important to comply with the established guidelines.
   
  We confirm that except for flights to and from the ***, please bring proof that your dog is a service dog, you flight was within ******, bringing proof your dog is a service dog was necessary to provide at counters as well is your responsibility to comply with the documents and restrictions a service animal must comply with to enter, exit, or fly within each country of your reservation:
   
  Vaccination and Deworming Certification
  Health certificate
  Volaris pet transportation form. We will provide it to you at our airport counters. 
  Upon learning of the incident, Volaris launched an internal investigation and according to our records, on November 11, 2024, it is confirmed that the clients upon being assisted by the Volaris agent, they confirmed they were travelling with an emotional support animal, that is the reason why the Volaris agent understood that the pet was for emotional support animal, which is why necessary documents to travel with an emotional support dog were requested, it is then when the client indicated that it was a service dog, when everything was clear, the client was allowed to board without further issues.
   
  We regret the inconvenience and inconvenience caused by the misunderstanding that occurred at the airport counters with our agent; we confirm that flight was boarded for both passengers as well your service dog, the requested refund for the flight MLM-TIJ in booking ZLYBGE does not proceed.
   
  We understand that Volaris' service failed to meet your personal expectations, we hope that you will consider Volaris again for future travel and look forward to the opportunity to provide you service more in line with your expectations.
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution
  

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22545406
  
  I am rejecting this response because:

  Volaris emailed me and did not accept any fault in the situation.  Discrimination against disabled inviduals is a serious crime.  I was treated poorly simply because I am disabled (and possibly because I was American).  Their manager, *******, said my proof my dog was a Service Dog was outdated.  On the Volaris website, there is no date requirment for the proof. "Except for flights to and from the ***, please bring proof that your dog is a service dog."  

  The proof attached is the same proof I provided Volaris on my from from TIJ-MOR.  I use this same proof with all major airlines all over the world when I travel.  I had no issues in ******* and the checkin only took 5 minutes.  There not a airline operating in the world today that require a specific date on the proof.  There is no excuse for a manager at any airline to create regulations that are not per the company policy/website.  

  This exchange in ******* lasted 30 minutes harrassment and discrimination from *******.  It is highly unethical from an airline to fly a disabled person from one destination then refuse to fly them back home. ******* said Tijuana made a mistake letting me fly.  Tijuana followed the Volaris guidlines. ******* told us "no" repeatedly but we kept asking because we did not want to be stranded in ********  He eventually told us he would do us a favor and let us on but for me to comply with standards in the future.  He refused to even look at the service dog requirments online.  Again, there is no date requriement on the proof.  The only date requriement is for the health certificate which I was in compliance with.

  I am still worried this exact situation will happen to me and other disabled people.  

  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/12/2024

  Dear Mr. ********
  
  We would like confirm that in fact except for flights to and from the ***, it is necessary to  bring proof that your dog is a service dog, you flight was within ******, route Morelia to ******** bringing proof your dog is a service dog was necessary to provide at counters as well is your responsibility to comply with the documents and restrictions a service animal must comply with to enter, exit, or fly within each country of your reservation. We understand that you did provide the requested information, however, due to communication process and misunderstanding between client and Volaris agent who understood that the pet was for emotional support animal who requested additional information, once everything was clear,the client was allowed to board without further issues or additional cost.
   
  We would like to confirm that Volaris categorically denies that it has engaged in any form of discrimination, whether on the basis of race, color, nationality or otherwise. Volaris is a Mexican airline with an international presence, particularly in ****** and ****************** and we are proud to serve millions of people around the world with different nationalities. Beyond being obligated to comply with non-discrimination laws,our roots and values as a *************** are firmly against any form of discriminatory treatment.
  
  We are sorry for the all the presented inconveniences, we understand you may have an uncomfortable travel experienced, that is why in attention and in a gesture of goodwill to our clients we offer you an electronic credit for future transportation with Volaris for an amount of $100.00 USD per passenger in booking ZLYBGE, in case that you consider to accept our proposal, the electronic credit would have the following characteristics:
  
           Valid for multiple purchases.
           1 year to book (You can travel on the date and destination you prefer, as long as the flight is published).
           Applies for total fare(base fare, taxes and additional services).
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22545406
  
  I am rejecting this response because:

   

  It is unacceptable for Volaris to deny any wrongdoing in this case.  Your manager, *******, stated the reason I could not fly was because my proof was outdated.  There are no requirements on Volaris (or any other airline) that the proof has a date requirement, only the health certificate.
  
  We stated over and over again that it was a Service Dog as shown on my letter of proof.  Tijuna accepted her proof.  ******* told us Volaris in ******* was wrong and he was right.  

  This is why the exchange lasted 30 minutes.  He kept arguing with my wife and told her we needed to call my doctor for an updated proof.  Again, this is harassment. He told us we were doing us a favor by letting us fly, not approving our request. 
  
  By not holding your manager ******* accountable, Volaris is allowing discriminatory practices to continue.  He harassed us and made up fake requirements in order to deny us.  Fortunately, my wife and I continued to argue with ******* until he eventually let us fly.  
  
  I have exhausted all my efforts to work with you on this matter.  This incident needs to be elevated as it involves discimination of a disabled american.
  
  

• Initial Complaint

  Date:11/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I originally booked roundtrip tickets for travel from *** to ***********, ******, departing on 10-10-2024, and returning on 10-13-2024. The total amount paid was $814.37, which included one checked baggage fee ($100.00) and preferred seating.Background of Issues 1.Health-Related Travel Adjustment: Prior to our flight, my wife was diagnosed with a contagious illness. Despite informing Volaris of the situation, I was presented with an inadequate option for cancellation compensation. We decided since my wife could not travel, I would use the additional seat for extra comfort.2.Double Baggage Charges: Upon arriving at ***************************, I was informed that the $100.00 baggage fee previously paid was attached solely to my wife's ticket. I was required to pay an additional $100.00 to check in my baggage, even though I had paid for two seats. 3.Denied Boarding and Resold Tickets: On 10-13-2024, I arrived at ******************* three hours before my scheduled departure. I checked in and, once again, was forced to pay an additional $100.00 for baggage. Just before boarding, I was denied entry to the flight due to concerns over potentially missing my connection in ***********. Despite my willingness to arrange alternate travel in *********** and explaining my wifes urgent health condition, I was forced to stay overnight at my own expense. To my shock, my reserved tickets were resold to other passengers without compensation to me.Request for Reimbursement Given the repeated failures in service and inappropriate handling of my booking, I am requesting a refund in the amount of $767.00, itemized as follows:$200.00 for double-charged baggage fees.$167.00 for hotel accommodations incurred due to being denied boarding. (copy attached)$400.00 for resold tickets for which I received no compensation.Please note that I am not willing to accept travel credits. I am requesting a cash refund for the aforementioned charges.

  Business Response

  Date: 12/05/2024

  Dear Mr. **************** acknowledge receipt your complaint # ********. A customer service representative will contact you shortly to review your case
  

  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22538413
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22538413
  
  I am rejecting this response because: Please reopen this case as I was never contacted by a Volaris Representative as they promised in their response.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 12/15/2024

  Dear Mr. *******
  
  We are writing in reply to BBB case number ********.
  
  We confirm that based on the agreement with our representative we will be processing the partial refund of booking YI2CHN (not boarded flights under Mrs. ******* through a wire transfer. Once we receive the requested bank information we will continue with corresponding refund, and you will be able to see it in your account during the next ***** business days.
  
  Its important to consider that if at any time you made a chargeback bank petition, the refund may not be processed by Volaris.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:11/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Volaris **************** Team,I am reaching out with an urgent request for a reimbursement due to an unforeseen family tragedy. We had planned a long-awaited family trip to ************ with tickets purchased for a departure from *****. However, we suffered the devastating loss of a close family member, requiring us to redirect our attention and resources to funeral arrangements and other family obligations.I initially contacted Volaris on Wednesday, November 6th, to understand our options under these unexpected circumstances. To my surprise, when I called back the following day, I was informed by ********* ******** that the tickets had already been canceled, though I had not yet received any communication regarding the cancellation or refund options. I was further informed that details on reimbursement could not be provided at that time.Given these extraordinary circumstances, we are respectfully requesting a full refund of $917.80 to the original payment method. We live in a remote area without Volaris services nearby, and this trip was intended as a unique, one-time visit to ************. Now, the funds from the tickets are essential for us to handle immediate funeral costs and support our grieving family.We are truly grateful for any assistance Volaris can offer in helping us recover these funds. Thank you for your understanding and compassion during this challenging time.Warm regards,

  Business Response

  Date: 11/13/2024

  Dear *** *****, 
  

  We are writing in reply to BBB case number 22534797. 
  
  We understand that your travel plans can change unexpectedly, we would like to confirm that based on our system, corresponding refund of booking ZCKFFP was applied last November 07th, 2024 into the same form of payment, in this case directly to PayPlay account. In this case we suggest to validate it directly with your bank institution or with PayPal. 
  
  Booking:ZCKFFP 
  Route: ***-***-MIA
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 11/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Jose *****

• Initial Complaint

  Date:11/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,On October 13th 2024 we were informed that our flight had been oversold and would no longer be able to fly to ****** from *********** with our group of 7. The fact that we had a larger group with minors meant we would not all be able to board. The next available flight was ************************************* a foreign country with minors. We had attempted to check in on the App 2 days before our flight was scheduled however, we were instructed to speak to someone at the Volaris desk at the airport to check in. After several hours of trying to talk to Volaris customer service at the airport and over the phone they refused to honor their policy to refund x4 the cost of the flight and find us accommodations for the delay. We found the closest hotel which is the Hilton at the airport and stayed there until our flights. We had however, already paid for the all inclusive hotel months in advance and could not change those reservations. Due to their overbooking we were not able to make it to our hotel and missed our shuttle which was already paid for and reserved. We have attempted to contact them both over the phone and through their website to no avail. We are growing increasingly frustrated with this whole situation and have lost a significant amount of money and time due to their poor practices of overselling flights and lack of communication. We are requesting monetary compensation to recoup some of the time and money we have lost, any help would be appreciated. Thank you,

  Business Response

  Date: 11/22/2024

  Dear *********
  
  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences for flight affectation, we confirm next available flight was provided to travel on October 15th, 2024, we confirm flight was boarded.
  
  In service to our clients, we could support you with a compensation of $ 200 USD per passenger in booking QFIZVG, which is more than the 25% flight price, in electronic credit for future transportation with Volaris, in case that you consider to accept our proposal, the electronic credit would have the following characteristics:
  
          Valid for multiple purchases.
          1 year to book (You can travel on the date and destination you prefer, as long as the flight is published).
          Applies for total fare(base fare, taxes and additional services).
  
  Refund for extra charges or expenses does not apply, airlines are not required to reimburse you for any trip costs affected by the cancelled flight.
  
  We understand that Volaris service failed to meet your expectations, we hope that you will consider Volaris again for future travel and look forward to the opportunity to provide you with a service more in line with your expectations.
  
  Booking: QFIZVG
  Route: GDL-CUN
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution
  

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Formal Complaint Regarding Disembarkation Process on Volaris Flight 702 Dear Volaris ***************** I am writing to express my disappointment with the disembarkation process on my recent flight with Volaris, Flight 702 from *********** to *******. I had an unsettling experience that not only made me question the effectiveness of your current disembarkation practices but also resulted in a disturbing incident onboard. I am requesting a full refund due to this unsatisfactory experience. I was seated in row 8A, toward the front of the plane, and had chosen this seat with the expectation of a quicker exit upon landing. However, I was dismayed to find that the flight attendant allowed passengers in rows 15 and higher to disembark first. I paid more to sit near the front, assuming it would afford me the convenience of an expedited exit, yet I ended up among the last passengers to leave. Watching the back rows disembark at a slow pace, with people exiting one by one, left me frustrated and uncomfortable.Unfortunately, this inconvenience was compounded by the fact that I was feeling unwell throughout the flight, experiencing nausea and a sense of urgency to exit the plane. When the opportunity finally arose, I attempted to exit my row, only to be tripped by a passenger in 5D who deliberately stuck her foot out into the aisle. This action not only caused me physical discomfort but also led to an escalation that felt like an assault, all of which could have been avoided with a more orderly disembarkation process. I believe that Volaris current method of allowing rear passengers to disembark before those seated toward the front is ineffective and unfair to passengers who have specifically paid for front-row seating. It creates unnecessary delays, exacerbates discomfort for those with urgent needs, and, as in my case, even leads to hostile interactions among passengers.Given the distress and physical discomfort I experienced due to this incident, I respectfully

  Business Response

  Date: 11/13/2024

  Dear Mr. ***** *****,
  
  We are writing in reply to BBB case number 22515769. 
  
  We appreciate the time you took to let us know about the presented situation during the disembarkation process of flight Y4-702 from *********** to ******* last November 4tth, 2024.
  
  We would like to inform you that every detail shared with us will help to apply the necessary and internal corrective actions to improve a better service. At Volaris, we work constantly to create and provide each of our passengers with the best travel experiences, which is why on behalf of Volaris I sincerely apologize for any inconvenience.
  
  We confirm that the flight was boarded and therefore, having received the air service, it is not possible to proceed with your refund request.
  
  We appreciate your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wife and I took flight from *********** to *******. Paid for and checked in 1 luggage which had both of our items. Once home we noticed items were missing and zipper opened. Contacted Volaris via email. Agent ******** offered a $500USD credit. I said yes but also replied to him that our missing items exceeded the $500. He then asked me to fill out a claim and provide information. I did so. Then he replied saying he can only offer $150USD. He said I had declined the original offer of $500 credit. But I never declined it. All I did was ask or inform him that my lost items were more than the credit and asked what could be done. He said he couldnt do anything. I have attached the emails to show his offer and to show I never said no to his offer. Im asking for the $500USD credit he initially offered for each me and my wife since it was both of our belongings lost/taken while in custody of this airline.

  Business Response

  Date: 11/12/2024

  Dear *** ******, 

  We are writing in reply to BBB case number 22513427. 

  We regret the inconveniences for pilferage luggage in flight GDL-TIJ last October 14th, 2024. We would like to confirm that based on the agreement with our representative and in service to our clients we have issued an electronic credit for future transportation as compensation for this situation. The voucher details were sent to email address registered in booking NIIW9H. 
  
  Booking: NIIW9H
  Route: GDL-TIJ
  
  We apologize for all the inconveniences.
  
  Based on the above, we confirm the closure of your case.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:11/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled Volaris reservation for two people within 24 hours of flight due to husband illness. Told to fill out claim .Did so immediately . Check time of claim , was before 24 hours. I Called and was told to send in a doctor's letter. Did that immediately and kept being told they could not see it, in spite of it being send in an open format. Finally went to a computer store who sent the letter and verified I had sent correctly. Then told I had to cancel within 72 hours, not 24, which is not accurate . Then told with doctor's letter, I could get refund. After literally 40 emails and the requirements constantly changing, I finally received a voucher good for six months. I don't think my husband will be able to travel within that period of time. Whole experience frustrating and bordering on what I think is an attempt to wear down the client during a stressful time so no compensation is given. Rules kept changing, please check long diary of my email. MOst unprofessional , frustrating experience I have ever had. By contrast, Viva Aerobes immediately refunded our money for the return without even getting the doctor's letter. I am requesting a refund as I think I met all the requirements and a voucher for six months has no value to me.

  Business Response

  Date: 11/12/2024

  Dear Ms. ********** style="line-height: inherit; color: rgb(47, 57, 65); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; background-color: rgb(248, 249, 249);"> 
  We are writing in reply to BBB case number 22508378. 
   
  We understand that your travel plans can change unexpectedly, we would like to confirm that booking C7M5NL was acquired with Plus Fare, that according with terms and conditions you can cancel your flight up to *************************************************************************************************************************************************** the original form of payment, this benefit will apply provided that the client has not checked-in, nor boarded any of the flights covered in the reservation.
  After a validation in booking C7M5NL, we confirm that check-in process was made last October 14th, 2024, through the Volaris web, unfortunately your request of cancellation does not apply.
   
  In service to our clients, we support you by reintegrating total amount of booking in electronic credits for future transportation with Volaris. The electronic credit details were sent to email address registered in booking, however, for one time exception we can issue new credits and make it transferable. (We just need you to provide us the name of the person or persons to issue the corresponding electronic credit and share the corresponding new electronic credit details).
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution