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:11/03/2024

  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.

  I am filing a complaint regarding repeated, unnotified flight cancellations and rescheduling by Volaris, which have severely impacted my personal and professional commitments. Additionally, despite the disruption, Volaris staff failed to offer any apology, even when I explicitly requested one.1.First Incident Original Flight: My flight from ************ (SJC) to *********** (***) was scheduled for October 30, 2024, at 1:24 pm with a layover in *********** (GDL).Change: Without prior notification, the departure was significantly delayed, which I only discovered at the airport.Impact: I had to take an **** to *************** at my own cost and missed the check-in window at my ******* causing additional stress. I also had work meetings planned around the original schedule, which I had to reschedule, disrupting my productivity and my teams coordination.2.Second Incident Original Flight: My return flight from *********** to ******* was scheduled for November 3, 2024, departing at 4:10 pm (Reservation Code: LFBLXG).Change: Volaris canceled and rescheduled this flight to November 4 without notifying me in advance. I only learned about the change upon arrival at the airport.Impact: This delay disrupted my work commitments and a doctors appointment on November 4. Additionally, when I inquired about the lack of notification and asked for an apology, the counter staff offered neither an explanation nor an apology, making me feel disregarded as a customer.Desired Resolution:Given these repeated incidents, lack of communication, and refusal to provide any apology when requested, I am seeking the following:A formal apology from Volaris acknowledging the inconvenience and lack of communication.Compensation for the financial and personal inconveniences caused by these unnotified cancellations and delays, impacting my work, transportation costs, and accommodation arrangements.

  Business Response

  Date: 11/20/2024

  Dear ************** and Mrs. *** ****,
   
  We are writing in reply to BBB case number 22508336.
   
  We regret the inconveniences for flight affectation, these are last minute operational moves with no intentions to bother you, however, we understand the inconveniences this may cause to you.
   
  We confirm electronic credits for future transportation with Volaris were issued as compensation from booking NFTR6Q and they were redeemed in bookings KHM7TN y LFBLXG, unfortunately new flight affectation was presented in flight MEX-OAK last November 03rd, 2024, we confirm next available flight was provided to travel on November 04th, 2024 we confirm flight was boarded and hotel accommodation was also provided.
   
  Unfortunately, a consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to flight affectation are not entitled to a refund or compensation for extra charges or expenses.
   
  We put at your disposal electronic credits for future transportation with Volaris for an amount of $ ****** USD per client. We trust that you will give us the opportunity to travel with us again 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: 11/24/2024

   
  Complaint: 22508336
  
  Dear BBB Customer Relations Representative,
  
  
  I am writing to formally reject the response provided by Volaris Airlines regarding my complaint, BBB case number 22508336.
  
  
  Reasons for Rejection:
  1.First Incident:
  The first time my booking was changed by Volaris, it was done without any notification or apology, despite my explicit request for such communication. At that time, I accepted the digital credit offered as compensation and attempted to use it for a subsequent booking.
  2.Second Incident:
  When I tried to utilize the digital credit from the initial incident, Volaris once again altered my booking without prior notification or an apology. This repeated lack of reliability and communication has severely undermined my trust in Volaris services.
  
  
  Given these experiences, accepting additional electronic credits would mean risking another poor experience with Volaris. I no longer feel confident that Volaris will uphold their commitments or provide the level of service expected. Therefore, I am requesting a refund directly to my credit card instead of receiving further electronic credits.
  
  
  Requested Resolution:
  A full refund of the amounts in question to be processed directly to my credit card.
  
  
  Please let me know if any additional information or documentation is required to facilitate this refund. I appreciate your assistance in resolving this matter promptly.
  
  
  Thank you for your understanding.
  
  
  Sincerely,
  
  
  Cunji Song
  ***************************************************************************************

  Business Response

  Date: 12/03/2024

  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 22508336. 
  
  We reiterate a sincere apologize for the presented inconveniences for flight affectation. 
   
  Refund for extra charges or expenses does not apply, airlines are not required to reimburse you for any trip costs affected by this flight affectation. At the same time, we confirm that a refund for a boarded flight does not proceed. 
   
  In service to our clients, we could only support you with corresponding a compensation of $ ****** USD per passenger, in electronic credit for future transportation with Volaris. 
   
  Thank you for your understanding.
  
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:11/02/2024

  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 make my reservation for my flight on Volaris online and I picked and signed in for ******. I purchased as ****** ZERO which only includes a personal item (purse). Today the 11/02/2024 I contact Volaris by ******** to do an upgrade to my flight to Plus ****** which includes luggage which Im going to use, I did also purchase my seats which on not making any changes to those. But theyre horrible customer service with **** via ******** took forever to let me know that I can not due an update without any reason Why?. I requested a why I couldnt if in all airlines let you do upgrades. Please all Im requesting its an upgrade to my flight which Im paying more obviously for more convenient. My flight date is on 11/21/2024 I need to do the upgrade before that date.

  Business Response

  Date: 11/07/2024

  Dear Mr. ******
  
  We are writing in reply to BBB case number 22505948.
  
  We would like to confirm that booking LF7D5D was acquired with Zero Fare, the baggage allowance international flights with this type of fare, only included 1 personal per passenger. In case passenger needs to add additional carry-on, additional baggage or if the baggage exceeds the maximum allowance, the corresponding fee must be paid.
  
  Once the reservation has been purchased, it is not possible to modify the type of rate or make an "upgrade" to Basic or Plus fare as you require.
  
  For any cancellation,the request must be within the 24hrs of purchases, and you reservation will need to be seven days away from departure for international flights and 24 hours for domestic flights, at the same time, with this type of fare booking does not apply for cancelation or refund.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair 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.

  We had a total of 14 passengers to leave at 12:50 am on October 16 on volaris airlines with two different reservations. One of the passengers credits cards was declined multiple times when trying to reserve an additional baggage which resulted in the airlines canceling all the reservations related to that single persons reservation. We tried to contact Volaris directly but we were continuously hung up on and the gate agents told us the only option was to buy new flights, at the time they were over $500 a piece. We purchased the flights and baggage on August 5, 2024 many months before the flight to ensure a good price, we planned the trip and arrived very early to ensure a smooth flight for the 14 people. We eventually had to have all 14 people leave the airport, at around 1 am, find new sleeping accommodations and then buy new flights out of *************** for twice the price we had originally bought the tickets for ($400+) Our peoples flights canceling for absolutely no reason that made any sense other than the airline over sold the flight they were then given no options but to spend an ungodly amount of money at the last minute to fly from ****** to ***********. This was absolutely unacceptable and cant me allowed to happen. Flights purchased many months in advance to be canceled at the airport for a reason that makes no common sense. Please help so this doesnt happen again and with our financial loss Thank you

  Business Response

  Date: 11/12/2024

  Dear Mr. *****
  
  We are writing in reply to BBB case number ********.
  
  In this regard, we would like to inform you that according to our system on October 15th, 2024, a security alert was received by the payment system, based on this alert, booking HDRZUJ was cancelled in order to protect the cardholder. Sometimes, these types of alerts are triggered if any data entered at the time of purchase does not match or is inconsistent with the registered data with your bank institution (cardholder, email, phone number, address, etc.) or a direct claim (chargeback petition) is made with the bank by the cardholder.
  
  To guarantee the security of the purchase, Volaris proceeded to cancel the reservation and made an immediate refund, which was applied on October 15th, 2024. It is important to share with you that for future purchases with Volaris, always enter the correct information to avoid inconveniences or cancellations.
  
  Due to this was a non-attributable cause to Volaris a compensation or extra refund does not proceed.
  
  Booking: HDRZUJ
  Route: FAT-GDL-MEX
  
  Thank you for your understanding.
  
  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22489886
  
  I am rejecting this response because: 

  I think there is a little confusion on Volaris airline's part, unfortunately I think this is convenient for the airline's stance. 

  
  

  I bought airline tickets on Aug 5, 2024, these 14 tickets and One bag, were bought under two different confirmation codes ZCTDRP and HDRZUJ. These tickets were bought with my business **** card ending in 7059 (Exhibit A)

  
  

  I received an email at 3:13 pm confirmation last chance to check in. (Exhibit B) 

  
  

  The passengers went to the airport around 6 pm on October 15, 2024, for a flight that was scheduled to leave at 12:50 am on October 16, 2024. There was no counter representative available, until later that evening, for the flight. 

  
  

  One of the passengers attempted to buy an additional bag and their card was declined multiple times for whatever reason while at the airport. 

  
  

  The Volaris then cancelled all 14 tickets related to that individual's confirmation number and any other reservations, paid for almost three months prior, connected to the credit card that was used to purchase that individuals airline ticket. That card was my business **** card. I received no notices of fraud and no emails of suspicion of fraud connected to that credit card from chase. 

  
  

  At this time, we called Volaris customer service multiple times asking for help, in what we thought must of just been an error. After many attempts to resolve the issue of 14 stranded passengers, at the airport between 6 PM on October 15, 2024, until around 2 AM October 16, 2024, we had no choice but to find accommodations for the passengers. We had multiple people speaking with the gate agents and the customer help line. 

  
  

  We were consistently given only one option, purchase the last-minute overpriced tickets or don't fly. 

  
  

  What Volaris is failing to understand is that the credit card that purchased the airline tickets was not declined or ever in anyway connected to fraud. One of the fourteen passenger's individual cards was declined for whatever reason. There cards had absolutely no connection whatsoever. 

  
  

  I find it unbelievable that Volaris Airlines would strand 14 people in the middle of the night without having the ability to understand such a commonsense situation. 

  
  

  We then had no choice but to find an alternative way to get the 14 passengers to ***********. We purchased, the only available and affordable tickets out of *******, ** almost 200 miles away, for almost double the price, we professionally bought the tickets out of ****** for, nearly three months prior. (Exhibit C)

  
  

  This experience has no connection to fraud as stated by Volaris and no connection in the purchasing credit card and a simple individual buying an additional bag. 14 people were stranded forced to find alternative accommodation and the burden on being transported 200 miles to another city along with the financial cost accrued though out the process. 

  
  

  We expect a full refund of all four reservations, maximum allowable flight disruption allowance, accommodation disbursement, travel expense, future airline credits for the emotional process and mostly an apology for what 14 people had to go through to simply get home. 

  
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 11/28/2024

  Dear ********
   
  We are writing in reply to BBB rejection in case number 22489886.
   
  We would like to confirm that after a validation with our revenue assurance area,a security alert was received by the payment system and based on this alert,booking HDRZUJ was cancelled and refunded.
  Currently,on October 15th,2024, the cancellation of the purchase was processed for an amount of $ ******** USD to the original payment method.

  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.
  
  Booking:HDRZUJ
  Route: FAT-GDL-MEX
  
  We regret the perspective you have about the service, unfortunately when a security alert is received, it is not possible to provide you with the service, we reiterate this is in order to guarantee the security of the cardholder and the security of the service provider.
  
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22489886
  
  I am rejecting this response because:

  In Response to Volaris Airlines misunderstanding of the situation, that stranded a large group or travelers with no options in the middle of the night, the credit card used to purchase the flights had no security, fraud or any other issues connected with it. The card used to purchase all the flights never had mis-information nor was it ever flagged by ********** for any reason. One of the passengers cards was declined for whatever reason which for some reason then jeopardized my business credit card used to purchase the flights.
  

  I used the exact same card many times before and after this situation, including to purchase new flights the same day as this flight was supposed to leave October 16, 2024 

  Once again an individual travelers card was declined should have absolutely no reason to cancel flights that were lawfully bought almost three months prior. Not to mention the flight left on time with no open seats which would make one wonder how the fourteen passengers were going to fit on the plane anyways. 
  

  it seems that Volaris airlines over booked the flight and canceled the largest partys flights with a absurd reason to not have to pay travelers for bumping there seats. 
  

  There is not way this is legal and should be and is being investigated by the BBB, ***, and **********. If we are not made whole and compensated fairly for Volaris Airlines canceling our flights we will have no choice but seek another remedy. 
  

  Again, our hopes are that Volaris with respectfully and professionally take care of us in a way that satisfies the unfortunate situation that we endured 

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:10/23/2024

  Type:Sales and Advertising 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.

  I BOUGHT 2 TICKETS ON VOLARIS AIRLINES TO MORELIA DIRECTLY FROM ******* ON OR AROUND 9/25/2024 AND WE WERE SUPPOSE TO ARRIVE IN *******, ****** AT 3:38 PM BUT THE ***** LANDED IN ***********. AFTER THE ***** LANDED IN ***********, THE AIRLINE PUT US ON A CROWDED SMALL ***** AND TRANSPORTED US ON A BUS FOR THREE HOURS WHILE WE WERE CARRYING OUR LUGGAGE AND WE HAD TO GO THROUGH SECURITY ******** WIFE AND I ARE SENIOR U.S. CITIZEN WHO HAVE AILMENTS AND THIS ORDEAL WAS VERY STRESSFUL AND PAINFUL FOR US.

  Business Response

  Date: 11/12/2024

  Dear Mr. *********
  
  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences for flight affectation in flight Y4-7771 MDW-MLM last September 25th, 2024 in booking TG6TRT. We confirm that flight diverted to ******************* , this occurred at the last minute for operational reasons to guarantee the safety of our passengers and the flight.
  
  We understand that the change has affected your itinerary, as well as your travel plans, and for this reason in service to our clients, we could support you with a compensation of $ ****** USD per passenger in booking through electronic credit for future transportation with Volaris, in case that you consider to accept 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)
  
  Refund for extra charges or expenses does not apply, airlines are not required to reimburse you for any trip costs affected by this flight affectation.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22464551
  
  I am rejecting this response because:
  

  We are not satisfied with the $300/passenger credit with Volaris and would prefer a cash reimbursement. This would be fair compensation for the extra time and money that had to come out of our pockets. A credit with the airline, at this point, does not adequately rectify the unpleasant experience we had flying with Volaris. It is arrogant on the airlines behalf to assume the client will want to risk repeating this same setback, both in terms of travel time and finances.
  

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

  Business Response

  Date: 11/20/2024

  Dear Mr. ***************** We are writing in reply to BBB case number 22464551.
  
  We reiterate a sincere apologize for the presented inconveniences for flight affectation in flight Y4-7771 MDW-MLM last September 25th, 2024 in booking TG6TRT. We confirm that flight diverted to ******************* , this occurred at the last minute for operational reasons to guarantee the safety of our passengers and the flight. At the same time, we confirm that airline provided final transportation to *******.
  
  Refund for extra charges or expenses does not apply,airlines are not required to reimburse you for any trip costs affected by this flight affectation. In service to our clients, we could only support you with corresponding a compensation of $ ****** USD per passenger,which is more than the 100% of price of affected flight, in electronic credit for future transportation with Volaris, in case that you consider to accept our proposal the electronic credit will have the mentioned characteristics.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22464551
  
  I am rejecting this response because:

  I am not interested in having the $300 credit per person for a future flight because I do not want to be obligated to take this same airline provider.

  Further, I suffered additional costs as a direct result of this airline. I arrived at my destination three hours and a half late to my destination because the airline diverted to another destination, My wife and I (senior citizens) had to rush during those three hours to go through security again, we had to pay a taxi driver that was waiting at ******* (original destination).

  We are willing to resolve this matter with a refund of $500 per person ($1000) but we are not interested in any future credit because we should not be obligated to travel this airline again if our experience was poor. We should be able to decide whether we want to travel through this airline again out of our own free will. 
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 12/03/2024

  Dear *** ********, 

  We are writing in reply to your BBB case rejection. 

  A consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses.
   
  We confirm requested refund does not proceed, in case you decide to accept our resolution proposal, the electronic credits are at your disposal. 
   
  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.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22464551
  
  I am rejecting this response because Volaris has not made a good and fair offer. Providing my wife a credit for $$300 each for another flight on their airline is obligating us to use their services again. 
  

  Even though we incurred more expenses above $300 per person and these so called incidental expenses are not reimbursed by your company,  when in fact they would be in a court of law. Because Volaris was a direct cause of my wife and I incurring these incidental expenses, had our flight properly landed where it was contracted to land these expenses would have never been incurred. 
  

  In order to settle amicably, we are willing to accept a refund of $400 per person but not in travel credit. 
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:10/22/2024

  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 flew out from ******* (midway) to ************** on 10/18/24. When I arrived only one of my luggages were at baggage claim. I then reported it to Volaris and I was told it got left behind in ******* and they would send it my location, in **************, the next day when it arrived on the next flight. Since then Ive called and messaged with Volaris but have gotten no answer on where my luggage is at.

  Business Response

  Date: 11/29/2024

  Dear Mrs. *************** are writing in reply to BBB case number 22459919. 
  
  We have made several attempts to contact you by phone at the number ************** with no success. It is important for us to provide the service and resolution you deserve, for this reason we kindly ask you to provide us another phone number and the proper time to reach you.
  
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:10/19/2024

  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.

  We completed a group booking for 43 passengers on the same flight via the airline's online account system, which we have used for several years. The system requires passenger details to be uploaded as the final step, which we did post-purchase, and received a confirmation email that the details had been successfully submitted.When the passengers arrived to the ticket counter at midnight, they were turned away and told they did not have a reservation. We spoke to the agent, who provided us with a phone number and option number to call. He stated that even though we sent the names, we also had to call to follow up to proactively confirm all passengers would fly. This has never been the process and was not in any instructions. When we called the number, the option number that they provided did not exist. We checked our online account, which listed the same number and option number to call for assistance.We were finally able to speak with someone who transferred us to the correct point of contact. We asked for a number to call in case of call dropping or further issues, and she provided the same number that did not exist. They ultimately had us email names in, which we had to go to our office in the middle of the night to do, due to their system's failure. Throughout all discussions, they maintained that we had not followed processes regardless of our documentation of doing so, and maintained that we could contact them through an inexistent number. This is not a company that should be trusted accepting tens of thousands of dollars.

  Business Response

  Date: 11/13/2024

  Dear Ms. ********************* We are writing in reply to BBB case number 22444019. 
  
  We have made several attempts to contact you by phone at the number ************** with no success. It is important for us to provide the service and resolution you deserve, for this reason we kindly ask you to provide us another phone number and the proper time to reach you.
  
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22444019
  
  I am rejecting this response because: I do not have any record of Volaris attempting to contact me, and they communicated that they have my correct phone number in this message *************). If Volaris has attempted to contact me and I have been unavailable at the time of the call, they did not leave a message.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/20/2024

  Dear Ms. *******
  
  We are writing in reply to BBB case number ********.
  
  We have made several attempts to contact you by phone at the number ************** with no success.
  
  We would like to inform you that after a validation in group reservation GRP486148, PNR A9SIWF,we confirm that names submission were not enter at booking. It is suggested that once group is 100% paid. you can enter the list of names 4 days before the flight departure date, applicable for domestic and international flights.
  
  Options for entering names:
  
  *Through the ******************************* group system, select the option to enter names from the menu.
  *You can get assistance by sending the list of names to ********************************** This option has an attendance fee. In the event that you do not enter the name of the passengers of the Group Reservation in the time indicated in the quote through the channels previously indicated, this will have a cost per customer.
  
  Once you have summited names, an itinerary email will be dropped with all names in the reservation, upon departure at the airport, if your reservation does not have names, boarding may be denied. If your flight has an international origin to ****** and your nationality is not Mexican, you must pay DNR, after the entry of names.
  
  However, you informed us that you provided passenger details post-purchase, and received a confirmation email that the details were successfully submitted and when passengers arrived at the ticket counter, they were told they did not have a reservation.We would like to confirm that after a review in booking we verified process was not completed; however, you presented proof of the process carried out by you,and as it was not reflected in the system, the names were added to the reservation with no additional cost and flight was boarded by all the 43 passengers.
  
  We regret the inconveniences that this may have caused you, we inform you that the situation system may have presented is being validated internally in order to avoid situations of this nature in the future.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:10/17/2024

  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 10-21-2023, I bought Volaris flight *** to MEX 9/27/2024 Departure 1551H Arrival 1730H Flight 855 from Volaris Reservation AC2MYZ (Att. 1).On 6-16-2024, I bought Volaris flight MEX to TIJ 9/27/2024 Departure 1840H Arrival 2115H Flight Y4182 from *********** Booking PIZT8K for $120.41 (Att 2 and 3). On 8-7-2024, Volaris wrote me an email (Att 4) stating that the *** to MEX 9/27/2024 flight was rescheduled to Departure 1706H Arrival 1845H, causing overlap with MEX to TIJ flight. Hence I needed to change for a later departure time. I called *********** to change but they said only Volaris can make a change. I called Volaris. Volaris can change flight with new departure time only if I pay a FEE of $100.86. I explained that the change is due to their changing the schedule of the *** to MEX flight, but Volaris refused to consider. So I was forced to agree to pay the extra fee. Volaris issued me a revised receipt: $120.41 + $100.86= $221.27 (Att 5). I would like BBB to intercede for Volaris to refund me the additional fee of $100.86 for the reason that I stated.

  Business Response

  Date: 11/12/2024

  Dear Mr. ********
  
  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences for flight affectation in booking AC2MYZ, we would like to confirm that in fact booking was purchased last October 21st, 2023, as an individual and separate booking to travel from ****MEX and the booking PIZT8K that was purchased last June 26th,2024, to travel from *** to TIJ, due to they were acquired as independent bookings corresponding itinerary change cost was applied to the booking PIZT8K.
  
  According with terms and conditions, it is necessary for any itinerary change to cover the corresponding change charge plus difference in rate if applicable, fare difference if the new flight has a higher fare compared to that of the originally booked flight. It is not possible to proceed with a refund, we confirm the charge for your itinerary change was applied correctly, and we confirm flight was boarded.
   
  For one time exception and in an act of goodwill we could support you by reintegrating the itinerary change cost for an amount of $ ****** USD in electronic credit for future transportation with Volaris with the following characteristics:
  

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

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 22436881
  
  I am rejecting this response because: Thank you for your assistance.  I confirm this was an issue resolved in 2024.  Please reopen as Volaris refuses to honor the resolution per attached exchange of communication with them.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 05/19/2025

  Dear Mr. *********** style="line-height: inherit; color: rgb(41, 50, 57); 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 ********.
   
  We are reaching out to follow up on the proposed solution sent on November 12, 2024, regarding your BBB case ******** and reservation PIZT8K (MEX-TIJ). 
   
  We would like to inform that as of today, we have not received confirmation from your part to proceed with the issuance of the offered credit. For this reason, the credit has not been issued.
   
  However, we remain committed to our offer and will proceed with the corresponding credit for itinerary change in the reservation, for an amount of $****** USD. Below are the details of the credit, which has a deadline to reserve, but you can select to travel on any date or route which is available on our sale channels:
   
  *Name of the person which will travel: ******* *** ******* *******
  *Deadline to reserve:  November 15, 2025
  *Electronic credit number: 158700452468100001
  *Available amount*: $ ****** USD 

  If after you use this electronic credit there is a remaining balance, this may be used for future purchases until the amount available is finished, subject to it being utilized within the deadline to reserve
   
  Sale channels to make it valid:
   
  On our webpage **************************** or on the official Volaris app, you should select electronic credit as the payment method. 

  Conditions
   
  *It is personal and non-transferrable.
  *Applies for the total cost of the flight.
  *In case that the total cost of the flight is above the electronic credit amount, the remaining difference will need to be covered with personal resources.
  *Only one electronic credit can be used to acquire one reservation.
  *In case that the electronic credit is not used prior to the reservation deadline, this will be lost and cannot be made valid.
  *Once redeemed the amount of the electronic credit, its devolution or reintegration cannot be requested.
  *There cannot be changes to the name on the reservations paid with electronic credit. 
  

  Get to know the steps you should take to redeem your electronic credit at the following link:
  **************************************************************************************
   
  Thank you for your understanding.
   
  Sincerely, 
   
  Volaris Customer Resolution

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 22436881
  
  I am rejecting this response because:  Volaris provided an electronic credit for an amount of $100.16 USD Electronic credit number: ****************** to be redeemed at ************************.  I went to ************************  to purchase flight *** to GDL 24 November 2025 1:26 pm departure.  The flight (Basic) was  listed for $181.79  (see attachments).  However, there was no way to pay using the  Electronic credit number provided (see attachment).   I called ?**************? to ask for clarification and the operator suggested she books it herself and I let her.   I was surprised that instead of paying $81.63 after applying the $100.16 credit, I was charged $284.91 instead.  I ask Volaris to refund me the difference.
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 05/21/2025

  Dear Mr. ******* *******,
  
  We would like to inform you that the total amount of the electronic credit issued was successfully redeemed in booking ODTGSM. The total cost of this booking was for an amount of $284.91 USD. From this amount, $100.16 USD was covered using the issued electronic credit and the remaining amount of $184.75 USD was paid with a MasterCard ending 0340 under ******* *******,
  
  According with corresponding terms and conditions in case that the total cost of the flight is above the electronic credit amount, the remaining difference will need to be covered with personal resources.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 22436881
  
  I am rejecting this response because:  Volaris is making a mockery of the BBB complaint process. It is cheaper for me to buy the flight without credit than the offered flight by Volaris net of supposed credit,  The offered flight is overpriced by more than the credit.  I ask that the transaction for the overpriced flight be cancelled and that the credit of $100.16 be given to me in cash.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/15/2024

  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.

  Hi, I am having issues because a family member passed away. Unfortunately cant flight so I in advance let Volaris know about the situation. I provide the requested information and the person helping me with the situation seems no help. I sent a screenshot that the agent offered me options to get a credit or change of it. However after providing wouldn't let me get neither afterall. I responded in advance about the issue to have the flight refunded, but the agent offered either to change the name of the flight or a credit. I was ok with the credit honestly or even changing the flight to another person since I cant go. I have flown with Volaris for years and its just a let down keeping a customer like me that has been with them flying a bad experience. I am hoping this issue can be fixed since I asked in advance since October 5th 2024. Till this date nothing has been resolved despite I have sent the info requested. The agent that I been communicating is **** *****. If this issue can be resolved I would appreciate.

  Business Response

  Date: 10/17/2024

  Dear Mr. Palomares, 
  
  We are writing in reply to BBB case number 22428143. 
  
  We understand that travel plans can change unexpectedly, based on the agreement with our representative, we would like to confirm that in service to our clients we support you by reintegrating total amount of booking OFGN8D in electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in booking.
  
  It is important to consider that if the credit has not been used before marked date it will be lost and may not be used.
  
  Booking: OFGN8D
  Route: MXL-GDL
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 10/18/2024

  All I wanted was a some type of resolution.  Which was indeed taken care off agent Susana Hernandez.  Went straight to the point and gave me optiond how to resolve it.  However going back and fourth before agent Elia Arcos wouldnt solve the simple inquiry when information was requested.  I think customer service is extremely crucial to keep good terms.  But thanks to Susana Hernandez this has been resolved and happy with you!  Issue resolved!

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22428143, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Ramon Palomares

• Initial Complaint

  Date:10/13/2024

  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.

  I purchased through a third party travel company an international connecting flight from ***************, ** to *******, ******** (the connection was through ***********, ******). I checked in at the *************** Volaris counter because I was unable to do so online or through the machines near the counter (I guess because I didn't have the correct Volaris code...). The counter clerk, who spoke only so-so English, said that I would be charged $7.87 to get a boarding pass...which is absurd in the first place. The added absurdity was that I would not be able to get through security or board the plane without a boarding pass, of course. So, I was forced to acquiesce and pay the $7.87 to be able to board the plane. Then, right before I was to board the plane to ***********, another clerk (this time at the Volaris boarding gate desk) stopped me and said I had to pay $41.95 in order to bring my carry-on bag onto the plane. I again protested, saying that since I had purchased a REGULAR international fare I was entitled to bring into the cabin two small carry-ons as per Volaris's policy (of which I have attached a screenshot below). And, at the time, I merely had one small hard-case suitcase (well within the carry-on size requirements) and a laptop bag, which obviously fit easily under the seat in front of mine. I am asking Volaris for a full refund for each of these charges and to alert their employees of the policies that management has put in place. I am not happy with Volaris Airlines...and because of these bad experiences sincerely doubt that I will be flying with the airline again. It seems that others have had similar experiences with Volaris in my reading of online comments about the airline.

  Business Response

  Date: 10/17/2024

  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 22417506.
   
  We would like to confirm that bookings BKK6YR (PVR-GDL) and PJ1PFX (GDL-ORD) were acquired with Zero Fare, the baggage allowance for national and international flights with this type of fare, only included 1 personal object per passenger. In case passenger needs to add additional carry-on, additional baggage or if the baggage exceeds the maximum allowance, the corresponding fee has to be paid. Requested refund does not proceed.
   
  At the same time, about your complaining about to obtain your boarding pass for bookings, we confirm that you can check in directly at the airport counter for an additional cost, we recommend doing it beforehand through our digital channels to save time.
   
  Booking: BKK6YR /PJ1PFX
  Route: PVR-GDL /GDL-ORD
   
  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.
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22417506
  
  I am rejecting this response because the information Volaris has provided the BBB incorrect information re: my ticket's allowances and the lack of operation of the ticketing machines in the ** airport.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 10/18/2024

  Dear *** ****, 

  We are writing in reply to BBB case number 22417506. 

  We reiterate that bookings were acquired with Zero Fare, the baggage allowance international flights with this type of fare, only included 1 personal per passenger. In case passenger needs to add additional carry-on, additional baggage or if the baggage exceeds the maximum allowance, the corresponding fee has to be paid. 

  We regret the inconveniences in which you tell us that you were not satisfied with price cost of luggage fee through or sales channels; in this regard we would like to comment that fees are subject to availability, we confirm the prices vary depending on when these services are purchased. The services have a different cost if they are purchased at the time of purchase, pre-flight or at the airport, the costs are indicated on our website. Its suggested to purchase the service prior to your flight or also at the time of booking purchase so the cost is lower. As well, we recommend doing check-in process beforehand through our digital channels to save time and additional costs. 
  

  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22417506
  
  I am rejecting this response because, once again, the airline "shook me down" twice...once at the ticket counter and once at the gate. The business's practices are arbitrary in the case of the carry-on policy and likely illegal in the case of the boarding pass problem. I know there have been lawsuits involving other airlines where customers had no option but to go to the counter to get their passes and were unfairly charged for this minimal service.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 10/28/2024

  Dear Mr. ********************* are writing in reply to BBB case number 22417506. 
  
  We reiterate that bookings were acquired with Zero Fare, the baggage allowance international flights with this type of fare, only included 1 personal per passenger. In case passenger needs to add additional carry-on, additional baggage or if the baggage exceeds the maximum allowance, the corresponding fee has to be paid, fee charge was correctly applied. 
  
  At the same time, we confirm that in case passenger dont make his check-in process through our digital channels it will have an additional cost at counters, the corresponding fee was correctly applied for flight PVR-GDL in booking BKK6YR, for flight GDL-ORD in booking PJ1PFX you obtained support by obtaining boarding pass with no cost.  Check-in Volaris: get your boarding pass
  
  Unfortunately, you informed us that even though the provided information you have contacted your bank; after validated with our revenue assurance area we were notified that a charge back petition was received in booking. 
  
  We regret the inconveniences, unfortunately we confirm refund does not proceed. 
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:10/08/2024

  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.

  I purchased a round trip with the plus package. On my way to my destination the plus package included 2 checked bags of 55lbs, 1 carry on, & a personal item. How ever on my return flight I was told there was only one checked bag of 55lbs included. I was told there mustve been a system error at the time of booking when it allowed 2 checked bags. How ever we were not prepared to pay for an additional Checked bag as it was originally included. We were told they didnt accept ********* didnt have a credit card to pay with. The attendants were very rude & said they didnt know what had happened but I needed to take care of paying for the checked bag. My ********** were sent between 4 different attendants until finally one of them agreed to accept cash. So we now had to step out to find a teller to exchange cash. Our check in took over 2 hours we almost lost flight because of this system error. We are seeking a refund as this system error caused us a lot of stress.

  Business Response

  Date: 10/22/2024

  Dear Ms. *********************  
  We are writing in reply to BBB case number 22398688.
   
  We would like to confirm that based in our system booking C86U2V was acquired with Plus Fare, which includes 1 personal item, 1 carry-on bag measuring 22 x 16 x 10 in each (length x width x height), the combined weight of the personal item and carry-on bag must not exceed 44 lbs, and 1 checked bag up to 55 lbs, and fees apply if you exceed the allowance.
   
  After a review in your booking, we confirm that a second piece of checked bag up was documented in both flights, unfortunately, due a to mistake or omission by Volaris staff corresponding charge was not collected in the first flight ORD-BJX. The charge for second checked bag for returning flight BJX-ORD at *************** was applied correctly.
   
  ********** to our clients and based on the agreement with our representative,we support you by reintegrating the fee charge for extra checked baggage, $80.51 USD, in electronic credit for future transportation with Volaris, the electronic credit details were already shared with you.
  

  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 10/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business. I did reach out to ask why the full amount charged at the airport may not be refunded but they say they may only provide a partial refund of $80.51 in credits. I have also requested an extension of these credits for a validity of one year which they have approved. In reference to complaint ID ********. 
  
  Sincerely,
  
  ****** ********-*******