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:10/08/2024

  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.

  September 30th 2024 Overcharged for luggage, company does not provide itemized receipts for each transaction. Attached are the reciepts they sent over. The total amount that was to be charged was $86.25 however before the transaction ended, I was charged $172.51. I attempted to contact Volaris however they don't have a customer service phone number for complaints, only email.

  Business Response

  Date: 10/16/2024

  Dear Ms. *********
  
  We are writing in reply to BBB case number 22395640.
  
  We confirm that we will be processing corresponding refund of double charge, for an amount of $ ***** USD, to the original payment method. This reimbursement will be reflected in your account in the next 7-10 business days.
  
  Booking: QYU74P
  Route: GDL-ORD
  
  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:09/29/2024

  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 reservation number was OF4TTG, and I traveled with my family from ******, ********** to ***********, ****** on August 30, returning on September 4. Upon checking in, we encountered an agent who was not only rude but also overcharged us for seat reservations, despite the fact that our seats were already assigned. When handing over our baggage for check-in. The agent weighed my baggage, but instead of checking it in, she placed it behind her, without issuing any proof that it had been checked in. Upon arriving in ******, my baggage did not arrive. Despite our repeated attempts to locate it, including contacting the Volaris baggage department in ******, it was never found during our entire stay. We were left with no clothing or personal items for the duration of our trip, we had a wedding that we had to attend. My father went to the ************** to speak with ***, the lead agent at the airport on September 30th. *** offered no assistance. He assured us he would follow up the next day, but he never did. We made numerous calls to Volaris from both ****** and *****************, reached out via email, and even used WhatsApp to no avail. Days after returning, another lead, ****** reviewed the security footage, it was discovered that the original agent had incorrectly checked my baggage under a different name and destination (*******). After 16 days without my luggage, it was eventually returned to us. I found that several items were missing, including a Dyson Airwrap valued at $649.92 and an iPad valued at $765.43. Despite being promised reimbursement for the items lost and the delay in receiving my baggage, no compensation has been provided. We were also charged approximately $111.38 for checked baggage that was never delivered during our stay. I am requesting immediate reimbursement for the missing items, the delayed baggage, the additional charges for the seats and checked baggage, and the additional expenses incurred for clothing and necessities while in ******.

  Business Response

  Date: 10/23/2024

  Dear Mrs. **********  
   
  We are writing in reply to BBB case number 22356943.
   
  We would like to inform you that booking OF4TTG was acquired last July 30th, 2024, through the Volaris App, and no seats were assigned during the purchase process, booking was acquired with ********** 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, however, due to the delayed in receiving your baggage we will proceed with refund of the this fee to original payment method on file, and will be reflected in your account in the next 7-21 business days.
   
  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 FAT-GDL.
   
  Regarding a complaint due to a delayed and pilferage baggage (electronic devices) in your flight FAT-GDL, according to our baggage policies there is a liability limit on the items you carry in your luggage,  you can find it on our web page and indicates passengers NOT to carry the following items in their checked baggage: money, jewelry, works of art, valuables, electronic devices (radios, mobile phones, computers, cameras, among others), medications, perishable items, liquids, or fragile items.  Volaris will not be responsible for the loss of any of the aforementioned items, which will not be considered as baggage if they are transported without the knowledge or consent of Volaris.
   
  Thank you for your understanding.
   
  Sincerely,
    
  Volaris Customer Resolution

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22356943
  
  I am rejecting this response because the response did not satisfactorily address the issues of mishandling, negligent service, and the significant financial and personal losses incurred, nor did I receive an apology. 

  In your response, you mentioned that a refund for the baggage fee is being processed. However, this action only begins to cover the harm caused by Volariss repeated failures to handle my property responsibly, my baggage was purposely placed under a different name and destination by your Fresno agent, causing an extended delay.
  
  This error, confirmed by Volaris through video footage, demonstrates that my baggage was checked under an incorrect name and destination. I ultimately received my luggage, only to find that items, including shoes, dresses, Dyson Airwrap ($649.92) and an iPad ($765.43), were missing. It is therefore clear that the delay was a result of staff negligence. The negligent handling by your agent directly led to this loss, making your company liable for these damages. Volaris has a duty of care under consumer protection standards to cover losses resulting from this mishandling. 
  
  Volaris did not take appropriate or timely action to assist in locating my luggage, despite my repeated attempts to follow up in ****** and *****************, including in-person attempts by my father to get an update from the Fresno airport staff, including lead agent ***. Ultimately, I was without my luggage for over 16 days, during which I was forced to purchase replacement clothing and essentials. 
  
  I took all necessary steps, including communicating with Volaris representatives in both ****** and the **** Volariss internal policies cannot negate the responsibility to compensate for losses directly resulting from your staffs error. I understand the Montreal Convention and local consumer protections (Mexicos PROFECO) entitle me to seek fair reimbursement, because this was caused by carrier negligence. 
   
  To resolve this matter fairly and appropriately, I am expecting Volaris to rectify this by reimbursing the full cost of our flights and covering the cost for the stolen items. Since Volaris staff failed to follow proper protocol, I am fully within my rights to request compensation beyond standard baggage policy limits. 
  
  I am disappointed by the response to date and I trust Volaris will uphold its customer commitment by addressing this matter. If this matter is not satisfactorily resolved, I will pursue my complaint with additional consumer protection bodies and to seek legal counsel for a claim.
  
  

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

  Business Response

  Date: 11/05/2024

  Dear Ms. ******************************** regret the inconveniences you may have experienced regarding your luggage in your flight FAT-GDL last August 30 ,2024. 
   
  Regarding the reported situation due to due to pilferage baggage, it is necessary you to please send us the following documents in order to validate an alternative of support: 
   
  1.Luggage claim form previously sent (Signed by client and dated).
  2.Official identification, current and with photograph.
  3.PIR (blue sheet or report provided at the airport).
  ********* or receipts.
  
  At the same time, we would like to confirm that requested refund of boarded flights does not proceed, we are able to validate an alternative of compensation regarding the missing items you are reporting as result of the baggage delayed. 
   
  Thank you for your understanding and we remain pending in receiving the requested documents. 
   
  Sincerely,

  Volaris Customer Resolution

   

• Initial Complaint

  Date:09/26/2024

  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 had a flight scheduled on July 25, 2024 from *********** to ******* **********. Volaris requested me to check-in for my flight using the app. The day before, and the day of the flight, I tried to check-in without any luck due to system issues with their app. I decided to head to airport and check-in directly with them, but they said that I could not because the flight had closed. I was at the airport at least 2 hours before departure time, but they denied service. Now, Volaris is claiming I was there only 1 hour before departure because the saw an attempt to check-in at airport kiosk and that is the proof they presented to my credit card company. However, the check-in at kiosk was the last step I took once they denied to check me in at airport counter. I requested them to review cameras to proof I was in line & speaking to them at least 2 hours before departure but they denied request. Once I missed flight, I requested to be in the next plane and they denied request. They forced me to rebuy tickets for following day and I paid more than $2400 and had to spend money in hotel/food. Volaris never offered a phone call, or a direct connection with customer service. All communication with them had to be by wassup text, and took hours between texts responses. T

  Business Response

  Date: 10/16/2024

  Dear Mrs. ********
  
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that after an internal investigation and review of your case, an attempt to generate check-in at airport kiosks with just 40 minutes before the departure time of the GDL-OAK flight.
  
  We regret any inconveniences,however, we confirm that passengers must show up at the airport counters with at least 180 minutes before the flight departure and at least 60 minutes before at boarding gate, this in order to complete the documentation process with the airline, immigration control and security with the corresponding authority.
  
  In service to our clients, we could support you by reintegrating the total amount of booking PJR5PH in electronic credit for future transportation with Volaris, in case that you consider accepting our proposal, the electronic credit would have 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)
   
  Booking: PJR5PH
  Route: GDL-OAK
   
  Thank you for your understanding.
   
  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 10/22/2024

   
  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,
  
  ******** *******

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22346109
  
  I am rejecting this response because: Can you please help me reopen the case. I waited to 30-day requirement but Volaris has not contacted me to provide me with credit promise.
  
  
  Thank you
  
  ******** Jimenez 
  

  
  

  
  

  Business Response

  Date: 12/03/2024

  Dear Mrs. ****************** are writing in reply to BBB case number 22346109.
  
  We would like to confirm that in service to our clients, we could support you by reintegrating the total amount of booking PJR5PH in electronic credit for future transportation with Volaris, in case that you consider accepting our proposal, the electronic credit would have 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)
   
  Booking: PJR5PH
  Route: GDL-OAK
   
  We are pending on your response to issue credits and share with you the corresponding details.

  Thank you for your understanding.
   
  Sincerely,

  
  Volaris Customer Resolution

  Customer Answer

  Date: 12/05/2024

   
  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,
  
  ******** *******

  Customer Answer

  Date: 02/06/2025

  Complaint: 22346109
  
  I am rejecting this response because: Volaris promises to give me credit but they have not contacted me to provide credit code/instructions. Thank you.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 02/12/2025

  Dear Mrs. *********** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  We are writing in reply to BBB case number 22346109.
  
  We would like to confirm that in service to our clients and for one time exception, we support you by reintegrating the total amount of booking PJR5PH in electronic credit for future transportation with Volaris.

  The electronic credit details were already sent to email address *****************************. 
  
  Thank you for your understanding.
  

  Sincerely,

  Volaris Customer Resolution
  

  Customer Answer

  Date: 02/13/2025

   
  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,
  
  ******** *******

• Initial Complaint

  Date:09/21/2024

  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 two way flight from ******* ****** to *********************, ************* and the airline Volaris made a change to it and now i cannot make the return flight align with my conexion to ******. Their options for me were to change the flight, to get an electronic credit or to request a refund.. so i decided to request a refund because none of the other options worked. I started the request as a refund but then they replied that i could get a credit for the amount and because my spanish is not 100% i got confused and said yes and then realized it was a mistake but because they had already process it as an electronic credit they now say they cannot change it.I even requested that if has to be a credit, to get it under my moms name because she travels to ****** all the time and i dont, but they reply with the same im sorry, we apologize for the inconvenience but ***** is frustrating that they are the ones that made the change and affected my plans and i am the one that has to suffer both financially and wasting time and stressing over this.. i even purchased their travel protection insurance and they dont even care about their customers. It doesnt even make a difference for them, who uses the credit. And i am being nice by giving them the option to do a credit under my moms name, because i rather have my money back since i am already spending for another way to get to my final destination .

  Business Response

  Date: 10/11/2024

  Dear Ms. ******************** are writing in reply to BBB case number 22317235.
  
  We regret the inconveniences for flight affectation, we confirm that, based on the agreement with our representative an electronic credit for future transportation with Volaris was issued under the name of a relative. We confirm electronic credit was sent to email address *******************************. 
  
  Booking: YE8MUZ
  Route: TIJ-CEN-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:09/20/2024

  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.

  To whom it may concern, my name is **** de la *****. I'm writing this complaint based on the inability to settle this issue I have with the volaris airline company. Originally, my parents ******** **** and ******* **** would going to fly to ******, but unfortunately a medical condition prevented them from using the purchase tickets, I contacted volaris customer service to see if there was anything they can do concerning this issue as my mother was diagnosed with cancer. They did credited the amount to an electronic credit, I asked if there was a possibility to use it for another person, since my mother has cancer and we didn't know how was the recovery time for her. I was told I could assign the electronic credit to whom ever i wnated. Well, the minute that, I tried to use the electronic credit to bring my aunts to give emotional support for my mother, Such credit wasn't unable to be used as the company stated only my parents can use it. I contacted volaris customer service, and they said it is what it is, that they were not going to do anything. To place a complaint if i wanted to. After such complaint was submitted, the volaris representative allowed me to change the names of the electronic credit, well know that i wanted to use such credit, volaris airline is putting restrictions that were never explained to me or given in writing. For this reason I'm filling a complaint. As I believe it's fraudulent way to take people's money and its fraud to what they are doing. At no point in time, they explained to me that this electronic credit should only be booked as a separate booking away from the rest of my party. I would like to get a full refund back since I already booked another flights since this was an emergency situation. Please help me stop this airline from keeping customers' money. All this happen since May, since then I'm getting the round around with this airline ticket.

  Customer Answer

  Date: 09/25/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  **** De La *****

• Initial Complaint

  Date:09/17/2024

  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.

  On September 06, 2024 I had two tickets for a flight to ***********. The tickets cost $ ****** ****** the airport, we were denied boarding on our flight, due to, we were told, a smaller aircraft being substituted in. We were rebooked on a flight 24 hours later and offered travel vouchers, (which were never delivered). I requested a written statement and a cash compensation instead but these requests were denied due to the smaller aircraft. We were not provided any information about the original aircraft, the new aircraft, or the reason for the switch. However, we were eventually informed that the alleged switch occurred at ***. Our flight was for 12:35 AM. So there was plenty of time to notify us and save us a costly trip to the airport but that did not happen. I later contacted their customer service department to get this information, which they refused to provide. I'm skeptical there was in fact any aircraft change. I believe Volaris simply claimed there was to get out of the 400% rebate we would otherwise be legally entitled to. I would like to be reimbursed more than that amount now, due to lengths I'm having to go to recoup. I am demanding $3000 in cash compensation per ticket due to the extreme inconvenience this has caused, and due to the airline's failure to notify us we would not be seated despite having hours to have have done so.

  Business Response

  Date: 09/25/2024

  Dear Mr. ******
  

  We are writing in reply to BBB case number ********.
  

  We regret the inconveniences, and we confirm due to flight Y4 711 LAX-MEX last September 06th, 2024 was overbooked, next available flight was provided to travel next day, September 07th, 2024 LAX-MEX, we confirm flight was boarded.
  

  We confirm that as compensation for these inconveniences and based in International - Denied Boarding Compensation, we will issue the corresponding 400% fare of the affected flight through a wire transfer, once we receive the requested bank information, we will start the process and you will be able to see it in your account during the next ***** business days.
  

  Booking:VJHYMX
  Route: LAX-MEX
  

  Thank you for your understanding.
  

  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 09/27/2024

   
  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. I do want to note however, that Volaris representatives lied on several separate occasions about overbooking the flight and now are only giving the legally mandated minimum compensation. So I will not pursue further action, but still consider this to be an unscrupulous organization. I suspect this is something of a policy, for them to lie about overbooking flights in order to avoid paying out compensation. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/16/2024

  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.

  Flight cancelled by airline on July 19th due to worldwide outage on airline systems. I was told I will receive a refund of my payment between 7 and 21 business days. As of today and several calls no refund have been issued even though customer service continues telling me the issue have been escalated several times. Ticket-claim # *******

  Business Response

  Date: 09/18/2024

  Dear Mr. ******************** are writing in reply to BBB case number 22295340.
  
  We are sorry for the delay in the process, we would like to confirm that we will be processing the refund of booking FI8PJX to the original payment method. This reimbursement will be reflected in your account in the next 7-15 business days.
  
  Route: QRO-ORD-QRO
  
  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:09/16/2024

  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 have tried to contact Volaris customer service for an airline travel that I have on September 21 thru October 14, 2024, no one answers my questions, I have to post pone this travel I cannot travel due to a fractured ankle, and no one seems to listen to me, I want my refund. my travel information is as follows: Reservation Code: TIB37X Departure: Saturday, September 21, 2024, Details MDW ******* (******) 12:38 PM Non-stop MLM ******* 03:38 PM Return: Monday, October 14, 2024Details MLM ******* 04:29 PM Non-stop MDW ******* (******) 09:26 PM

  Business Response

  Date: 09/17/2024

  Dear **************, 
  
  We are writing in reply to BBB case number 22292963. 
  
  We understand that your 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 TIB37X 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: TIB37X
  Route: MDW-MLM-MDW
  
  Consumers who purchase nonrefundable tickets, but are unable to travel for a personal reason, such as being sick or late to the airport, are not entitled to a refund.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 09/18/2024

   
  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,
  
  *********************

• Initial Complaint

  Date:09/14/2024

  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 Customer Service,I am writing to express my dissatisfaction with the recent experience I had with your airline. I purchased flight tickets several months ago, only to have them canceled by Volaris. To my dismay, I was informed that I would need to pay additional fees to rebook the same flights.The reason given for this inconvenience was that I had purchased standby flight tickets. However, at no point during the booking process did it indicate that I was purchasing standby tickets. This crucial detail was not communicated clearly, and I was not made aware that I would be subjected to such conditions. I have attached my original itinerary from March 16th showing I didn't buy stand by.I believe this lack of transparency is unfair and misleading. As a customer, I should have been fully informed of the nature of my tickets at the time of purchase. The unexpected cancellation and subsequent rebooking fees are not only inconvenient but also financially burdensome.I kindly request a review of my case and a resolution to this issue. I would appreciate either a full refund of the additional fees I have incurred or a credit towards seats and carry-on luggage's for going and coming . I look forward to your prompt response and hope to resolve this matter amicably.Thank you for your attention to this issue.

  Business Response

  Date: 09/18/2024

  Dear Mr. ***************** are writing in reply to your BBB case number 22285686.
  
  We have made attempts to contact you by phone at the number ************* with no success.
  
  We would like to confirm that after a review of booking DFWP7N,it is available to travel from November 1 to November 4, 2024, under the following itinerary:
  
  *Y4-701 Nov ******* ORD-MEX 07:23-10:45
  *Y4-702 Nov ******* MEX-ORD 18:40-22:37
  
  No extra charges or fees have been charged or applied in booking.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22285686
  
  I am rejecting this response because

  I never spoke to anyone about my issue. Are they able to call me back? I received an international call and the connection was poor and the call dropped. No one called back to resolve the issue. 

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

  Business Response

  Date: 09/23/2024

  Dear Mr. **************** response to your BBB case number ******** in which you share with us that you were asked by a customer service agent for an extra payment so that you can travel on your reservation, and according to the screenshots and evidence that you shared with us, we would like to confirm that after reviewing and validating the email and phone number contacts that you share with us, they are unofficial Volaris channels, those contacts do not belong to Volaris, you can corroborate this yourself by searching them on the Internet and they are fake contacts.
  
  Unfortunately, if you share your data with an intermediary,third party or any person outside of Volaris, you expose your information, and we cannot be held responsible for the incorrect use or mishandling of your reservation.
  
  We are really sorry for this situation, however, we reiterate that the charge you mentioned was not made by Volaris.
  
  We appreciate your attention and understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 09/24/2024

   
  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,
  
  **** ******

• Initial Complaint

  Date:09/14/2024

  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 book a vacation package to ******* yesterda (9/12/2024) and attend an event on 9/26 that was suddenly cancelled due to safety issues and extreme violence in the state: ********************************************************************************************************** As soon as I learned of the cancelation of the event and also being advised by locals from ******* to not travel there with my family, I tried cancelling but Volaris policy of 24 hours for cancellation had just expired by barely 2 hours. I called them and explained them and they refuse to refund me. I tried also changing the flight but as you can see in the images, a similar flight on the same dates has a difference of around $10 dollars, but they want to include shady fees called leveling fare fees and cancellation fees to an amount of $275 dollars which does not make sense and it is totally a malpractice since I'm NOT cancelling and the flight difference is just $10. Besides just barely missing their 24 hours policy due to something extreme. I am sad to file this complain as I am a regular customer and book constantly with them but I see even in these circumstances they don't care about their loyal customers.

  Business Response

  Date: 09/23/2024

  Dear Mr.****** *********
   
  We are writing in reply to BBB case number ********.
   
  We would like to confirm that booking YK6VKH was purchased last September 12th,2024, through *******; for any cancellation the request must be within the 24hrs, and you reservation will need to be seven days away from departure for international flights and 24 hours for domestic flights, we confirm that according with corresponding terms and conditions your cancellation and refund request was not applicable when you requested it.
  
  At the same time, we confirm that for any itinerary change it is necessary to cover a change charge plus difference in rate if applicable, we confirm that an itinerary change was applied in booking last September 15th, 2024, and corresponding charges were applied.
  
  Booking: YK6VKH
  Route: TIJ-CLQ-TIJ
   
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution