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:09/06/2024

  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.

  I purchased one round trip and one one way ticket from *** to *** on Aug 30, 2024. We needed to go to ****** for an emergency funeral. We paid $835.15 for the round trip ticket reservation # RK42VH and $505.33 for the one way ticket reservation # Q9Q8SI.When attempting to board we were told that the flight was overbooked and were given standby boarding passes. At 12:30am we were told that there are no seats available for us. We were given to option to fly on the same flight 24 hours later. This would not allow us to make it in time before the cremation of the body. We opted to take a different carrier.We were given a hand written card with an incorrect phone number and an email address. I tried calling but the number was wrong and I sent an email requesting refund. I never received a reply to the email or the refund. In addition, this delay really impacted the emotions of my wife, who's father had passed away. The rude behavior of all who we spoke to about the issue is unacceptable and those individuals should not be working with customers. We need a full refund and compensation due to being involuntarily restricted from boarding.

  Business Response

  Date: 09/11/2024

  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 22250198. 
   
  We regret the inconveniences; we confirm that we will be processing the refund of bookings RK42VH and Q9Q8SI to the original payment method, a **** card ending 8363 under ***** ****** in booking Q9Q8SI and a **** card ending ***** under *** ****** in booking RK42VH. This reimbursement will be reflected in your account in the next 7-21 business days.
   
  Booking: RK42VH / Q9Q8SI
  Route: LAX-MEX-LAX / LAX-MEX 
   
  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: 09/18/2024

   
  Complaint: 22250198
  
  I am rejecting this response because:

  Sincerely,We do not accept the company's resolution to this complaint. I can confirm that Volaris has refunded us the original amount paid for the tickets; however, we did not receive any additional compensation for being involuntarily denied boarding.
  
  *** ******

  Business Response

  Date: 09/25/2024

  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 22250198.
   
  We reiterate a sincere apologize for the inconveniences; we confirm that refund of bookings RK42VH and Q9Q8SI were already applied to the original payment method, a **** card ending 8363 under ***** ****** in booking Q9Q8SI and a **** card ending ***** under *** ****** in booking RK42VH, we suggest to validate it directly with your bank institution. 
   
  Due to this situation as compensation for these inconveniences we offer $ 600 USD per passenger through 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 and taxes). 
  

  Thank you for your understanding and we hope you can consider our proposal. 
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22250198
  
  I am rejecting this response because:
  I see that I may have counted the days to respond in a different way than you do and therfore the case was closed and I am unable to respond within the secured communications platform.
  
  I would like to ask Volaris for cash payment for the inconvenience of being denied boarding, as opposed to the offered travel voucher. Our family was put through the anxiety of possibly missing the funeral we were traveling to attend and had to request special accommodations from the funeral home to delay the prayer service and keep the deceased's remains past the arranged timeframe. This caused my wife a lot of distress. Asking her to fly on Volaris to receive compensation for denied boarding is not ideal. 
  
  We request cash payment for the denied boarding.
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:09/04/2024

  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 made a reservation for airline tickets, with the wrong departure date. A second correct reservation was created by a Volaris Agent on the same day and he advised me to submit a ticket to cancel and get a refund for the wrong one -- GK6U7B. I received a message saying it can't be refunded because I used it in ********The correct reservation was used for every leg of my trip except for the last one where the AIRPORT AGENT used the wrong reservation when printing our boarding passes. When we boarded the flight on the 26th in *********** the lady checked us in for reservation code EC5PFM (this is the correct reservation). She gave us two boarding passes each: 1.*********** to ******* 2. ******* to *******. In ******* the airline agent said we weren't checked in - I showed him the passes the Volaris agent gave us and he said the passes weren't correct and he would reprint them for us. I showed him the correct reservation code to use EC5PM, this is the reservation we used throughout our entire ******* no time did I tell him to do anything with the GK6U7B reservation - in fact, I told him that we were waiting on a refund for the other reservation and gave him the correct reservation to use. I find it unacceptable that we were checked in for a flight on the wrong reservation when I specifically gave him the correct information.The correct reservation is EC5PM which was used from ******* to *********** on 7/21/24 and from *********** to ******* on 7/26/24. The agent used the wrong reservation for the last leg of the trip from ******* to ******* on 7/26/24. I have contacted Volaris several times, they agree I am owed a 100 percent refund of $ ********, however, they want to issue a credit instead of a refund for me to use within 6 months. I do not travel often so this isn't useful. They refuse to give me a refund versus the credit stating it's due to the 3rd leg being used, even though they admit it was the error of the airline agent.

  Business Response

  Date: 10/11/2024

  Dear Mrs. *********** 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 22239745.
   
  We regret the inconveniences you may have experienced regarding the reported situation.
   
  We would like to inform you that after an internal investigation and based on our system, last July 26th in ******************* Volaris agent checked -in in for reservation EC5PFM and provided corresponding and correct boarding passes for each passenger in booking for flight GDL-ORD and ORD-MCO.
   
  Unfortunately, we confirm that Frontier agent checked-in in different booking and provided new boarding passes for the Frontier flight in booking GK6U7B, and flight ORD-MCO was boarded under this booking.
   
  We confirm that we will proceed with corresponding refund of not boarded flights in each booking to original payment method on file, a **** card ending 0273 and you will be able to see it in your account during the next ***** business days.
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:08/30/2024

  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.

  date of transaction: 3/30/2024 amount charged to me $ ****** reservation Code HHS5QK i requested a refund on my ticket due to circumstances beyond my control and they refuse to refund me my money

  Business Response

  Date: 09/03/2024

  Dear ***************,
  
  We are writing in reply to BBB case number 22218815.
  
  We understand that your travel plans can change unexpectedly; we would like to confirm that in service to our clients we support you by reintegrating total amount of booking HHS5QK in new electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in BBB portal.
  
  Booking: HHS5QK
  Route: MDW - GDL- 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.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 09/04/2024

   
  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:08/28/2024

  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.

  What occurred was that I originally booked a flight with them for February *******. Reservation code: WGKJPQ for the price $9,740 MXN/ $579.24. I never canceled this flight. When I arrived at the airport trying to check in for flight the agent informed me that the flight had been canceled with no explanation. I had to give her my credit card to fly this flight then call Volaris to refund the money. This was a night flight and I was with my daughter and husband I could not afford to miss the flight! They charged another transaction for same flights I had booked in advance amount $1,310.86. When I reached out to Volaris they told me they would not take responsibility as my bank was the one who had canceled the flight? I was never contacted at all for this cancellation I am requesting Volaris to take full responsibility for this error of theirs as this is unacceptable! I contacted my bank and they denied any cancellation, its very disappointing that this company takes advantage of this to make a profit. This error of theirs cost me $731.62 more, this is not a profit as this should be illegal for them to do? Why on earth would I have to repurchase a flight at a higher cost when it was booked in advance? No explanation was given for cancelation by Volaris?

  Business Response

  Date: 08/29/2024

  Dear ************,  
  
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that payment in booking WGKJPQ was received, however there were discrepancies in the payment method and a fraud prevention or alert was issued and the refund was processed in the same form of payment for the security of the cardholder, this refund was applied last February 08, 2024. We suggest validating the refund directly with your bank institution.
  
  Refund for extra expenses does not proceed, we confirm flight in new purchase of booking GDMCSW was boarded, and a refund for a service that was provided does not proceed. At the same time we confirm that, fees and prices are subject to availability.
  
  It is important that for future purchases with Volaris you enter correct and consistent bank information that registered with the bank institution to avoid inconveniences or cancellations.
  Booking: WGKJPQ
  
  Thank you for your understanding.
  
  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22207121
  
  I am rejecting this response because:

  Their was no inconsistency with the information provided regarding my credit card or any other information! This purchased was made in advanced by the time of my flight I had already made the payment to my credit card. The flight tickets were fully paid! What type of company cancels without informing the client of any issues? How convenient of the company to cancel right before the flight?? Their is no efficacy behind this, not informing the client letting them travel to the airport knowing its a night flight to take advantage of the situation! In the first place before anything the airlines duty is to inform the client of any cancellation! This was not done at all their is no excuse for this! 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/30/2024

  Dear *************,
  
  We are writing in reply to your BBB case ********.
  
  We have reviewed your case linked to the reservation code WGKJPQ, and due to discrepancies with the bank details used at the time of purchase it is not possible to offer you or reintegrate the difference in rate of new booking as you are responsible for provide truthful personal information at the time of ticket purchase.
  
  We understand that this situation has affected your finances. In a gesture of goodwill and in service, Volaris offers the difference between the amount paid for the original reservation and the extra expenses indicated, which corresponds to an amount of $728.00 USD, through electronic credit for future transportation with Volaris valid for 180 days to book and available to travel on any date and route available in our sales channels and with the following characteristics:
   
  *Applicable to the total fare (base fare and taxes)
  *Valid for multiple purchases
  *The amount can be split between the three passengers or under your name. 
   
  Thank you for your understanding. 
   
  Sincerely,
   
  Volaris Customer Resolution
  

• Initial Complaint

  Date:08/27/2024

  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 August ******* at 2100 hours my wife and I were scheduled to fly from *********** MX to ******* MX. Our flight was delayed for nearly three hours without any explanation. This caused a chain of nearly catastrophic logistical events to take place.The Volaris employee ant the gate in *********** announced to all passengers, Volaris will provide $2,500 pesos ( approximately $133.00) in credit given back to each customer. Today. I received two vouchers for $15 dollars. A slap in the face for everything we were forced to endure.The delay caused a day missed from work and caused other family members to change their plans as well, as they were picking us up from the airport Flight information: Flight Y4 1008 Tuesday, August 27, 2024 GDL 7:25 PM TIJ 9:23 PM Directo 2h 58m Tiempo ********* 2h 51m Vuelo Y4 1008

  Business Response

  Date: 08/29/2024

  Dear ******************,   
  
  We are writing in reply to BBB case number 22204797.
  
  We regret the inconveniences for flight delayed, we confirm flight was boarded; these are operational moves with no intentions to bother you, however, we understand the inconveniences this may cause to you. Due to these inconveniences, electronic credits for future transportation with Volaris were issued as compensation, credits have a deadline to reserve, but you can select to travel on any date or route which is available on our sale channels. The electronic credit details were sent to email address registered in booking E8V8HV.
  
  Booking: E8V8HV
  Route: GDL-TIJ
  
  Refund for extra charges or expenses, or additional compensation does not apply, airlines are not required to reimburse you for any trip costs affected by a flight delayed.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:08/21/2024

  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 purchase an airline ticket for my mother reservation # RC5ERP ***** DEL ******************************************** usually she comes to the *** every August till November before winter starts however this year she wont be able to come due to her health and conditions she cant walk and need someone with her at all the time even to go to use the bathroom IN the house she is #** years old needs someone so she said shes not in condition to traveling so I reach out to VOLARIS about the issue and the representative name is ******************************* is asking for some much personal information about my mother and is asking for a letter with a doctors numbers , a certificate letter and thats the only way they can help me to give me a electronic credit she said .I did explained my mother cant leave her house to go get that documents due to her condition and she said onces you have the documents then reach out to us other then that we cant help. So I am reaching out to you to help me resolve this issue all Iam asking is to transfer my mothers ticket to my name *** her daughter and I purchase her ticket my name is ***************************** 11/25/1977 and my phone # ************

  Business Response

  Date: 08/29/2024

  Dear ***********************,    
  

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

  We understand that travel plans can change unexpectedly; we would like to confirm that after the phone call today with our representative, you confirmed you will maintain booking RC5ERP available to travel in next November 10th, 2024, route IAD-***.

  Thank you for your understanding.
  

  Sincerely,
  

  Volaris Customer Resolution

  Customer Answer

  Date: 09/03/2024

   
  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:08/15/2024

  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.

  My flight was unexpectedly canceled, and I accidentally clicked on the first link that appeared, which led me to receive a travel voucher. I did not intend to select a travel voucher as I am pregnant and will not be able to use it before my due date in February 2025.When I searched for other dates close to my original travel dates, the prices increased by almost $600. This is both outrageous and completely unfair. My family and I are frequent travelers and often use your airline to fly to ***********, but this kind of practice is entirely unethical and, frankly, illegal.If I am not refunded, I will escalate this issue to ensure it is rectified. This is no way to treat a customer, and engaging in deceitful practices to take advantage of your customers is unacceptable. I am requesting a full refund to my original form of payment.My original reservation code is X6R4KR and the passengers for this flight are **************************** and *******************.

  Business Response

  Date: 08/16/2024

  Dear **************, 
   
  We are writing in reply to BBB case number 22146387. 
   
  We regret the inconveniences, and we confirm that we will be processing the total refund of booking X6R4KR to the original payment method. This reimbursement will be reflected in your account in the next 7-21 business days.
   
  Route: JFK-***-JFK
   
  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:08/14/2024

  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.

  I am writing to formally express my dissatisfaction with the service I received on August 10, 2024, concerning my reservation (Reference: XHNNSA). I experienced a significant inconvenience that warrants both a refund and an apology.Upon arrival at the airport, I was unable to retrieve my boarding pass. I approached the counter for assistance and was met with an unprofessional and rude response from the agent. Unfortunately, the individual who appeared to be the supervisor or a more senior staff member, also failed to provide any assistance, leaving me stranded.As a result of the inadequate service, I missed my flight. Fortunately, I was able to secure a seat on another flight with a different airline, but this came at an additional cost and caused me unnecessary stress and inconvenience.Given these circumstances, I am requesting a full refund for my original reservation. Additionally, I believe I am owed an apology for the poor treatment I received from your staff. I trust that this situation does not reflect the standards of service that Volaris Airlines strives to uphold.Please let me know how to proceed with the refund and when I can expect a resolution to this matter. I look forward to your prompt response.Thank you for your attention to this issue.Sincerely,*****

  Business Response

  Date: 08/30/2024

  Dear *********************,
  
  We are writing in reply to BBB case number ********.
  
  We would like to inform you that after a validation with **************** and based on our system,purchase of booking XHNNSA was applied las August 09th, 2024 through the website by the client to travel on August 10th, 2024, from ******** to *******, and client introduce his name as *****************. We confirm that you showed up at the counter reporting you were not able to make your check-in process and when the Volaris agent asked for your ID, she noticed that your name in booking did not match with the provided ID (***** ********************************* ****), due to this situation a name change would have to be generated and there would be a charge for this change, the corresponding explanation was provided, however, you were not agree to cover the payment and left the counter.
  
  Unfortunately, due to the mistake on your side in the purchase process, the only alternative in support and service to our clients is by reintegrating total cost of not boarded flight in electronic credit for future transportation with Volaris, in case you decide to accept our proposal the electronic credit will have the following characteristics:  
  
  *180 days to reserve and available to travel on any date or route available on official Volaris sales channels
  *Applicable to cover base fare and taxes.
  *Not transferable.
  
  It is important to note that the refund request would not be applicable according to terms and conditions.
  
  Your comments received about attitude service about the staff at **************** were already sent to the corresponding area for the action of corrective measures in the service and attention processes.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22142866
  
  I am rejecting this response

  Dear Volaris Customer Resolution Team,
  Thank you for your response regarding my recent complaint (Reference: XHNNSA) and for providing an update on the situation.
  I appreciate your acknowledgment of my feedback concerning the service I received at ****************. However, I must address several key points in your reply:
  Incorrect Name Issue: While I understand there was a discrepancy between the name on my booking and my ID, this was a correction of a minor error rather than a name change. The issue was not due to negligence on my part but rather a simple administrative correction. As such, I believe that charging a fee for this correction was unwarranted and compounded my inconvenience.
  Service Discrepancies: The experience at the counter, including the unprofessional and rude behavior of your staff, is a significant concern. I was not given appropriate assistance or alternatives, which resulted in missing my flight and incurring additional costs with another airline. This goes beyond a mere error in name entry and reflects a serious lapse in customer service.
  Refund and Compensation: While I appreciate your offer of an electronic credit, I must insist on a full refund rather than a credit for future travel. Given the distress and financial impact this situation caused, I believe a refund is a more appropriate resolution. Additionally, as I paid for this reservation using my **** card, I am aware of ****s cardholder protection policies. According to ****s guidelines, if the service is not provided as agreed, cardholders are entitled to dispute the charge and request a refund. Since the service was not rendered and I was left in a difficult situation, I am invoking this policy to support my request for a full refund.
  Apology: I would also like to reiterate my request for an apology for the poor treatment I experienced from your staff. The behavior I encountered was unacceptable and has contributed to my dissatisfaction.
  I trust that Volaris values its customers and will address this matter with the seriousness it deserves. Please advise on the next steps to process my refund and confirm the resolution of this issue. I look forward to your prompt response.
  Thank you for your attention to this matter.
  Sincerely,
  *************************;

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

  Business Response

  Date: 09/05/2024

  Dear **********************,
   
  We are writing in reply to BBB case number 22142866.
   
  We would like to inform you that is the responsibility and obligation of client to provide truthful and correct information in the purchase process of any booking, we confirm that there was a discrepancy in the passengers name, client introduce his name in the website as ***************** and when you showed your ID at counters this was a complete different name: ***** ********************************* ****, it was not a common typo error, and corresponding name change with charges would have to be generated, the corresponding explanation was provided at counters and also last August 30 through a phone call with our representative. 
   
  We reiterate mistake on your side in the purchase process, the only alternative in support and service to our clients is by reintegrating total cost of not boarded flight in electronic credit for future transportation with Volaris with mentioned characteristics. 
  
  Passengers who purchase non-refundable tickets on a flight that is still being operated without a significant delay are not entitled to a refund. A passenger is entitled to a refund if an airline cancels (for reasons attributable to the airline) a flight and the passenger chooses not to accept an alternative flight on that airline.
  
  Thank you for your understanding.
   
  Volaris Customer Resolution

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22142866
  
  Subject: Re: BBB Complaint ID ******** - Dissatisfaction with Resolution and Intent to Escalate
  Dear Volaris Customer Resolution Team,
  Thank you for your response dated September 6, 2024, concerning my complaint (Reference: XHNNSA). I have carefully reviewed your latest communication, but I must express that your response remains unsatisfactory for several reasons:
  Name Discrepancy: While you assert that the name discrepancy was due to an error on my part, it is important to note that the error was minor and administrative in nature. The situation could have been resolved with a simple correction, rather than imposing an unnecessary fee. This minor issue should not have led to such significant inconvenience and additional costs.
  Customer Service Concerns: Your response fails to address the severe lapses in customer service I experienced. The rude and unhelpful behavior from your staff, coupled with the lack of viable alternatives provided, significantly impacted my travel plans. The response from your team does not acknowledge these service failures, which were a substantial part of the problem.
  Refund and Compensation: Your offer of electronic credit does not adequately address the inconvenience and additional expenses I incurred. Given the circumstances and the stress caused, a full refund, rather than a credit for future travel, is a more appropriate resolution. Additionally, I would like to reiterate that I am invoking Visas cardholder protection policies, as the service was not rendered as agreed.
  Apology: The response does not include an apology for the unacceptable treatment I received. I believe an apology is warranted given the severity of the situation and the service failures experienced.
  Given these points, I find it necessary to escalate this complaint. I will be exploring all available options to resolve this matter, including but not limited to filing a formal dispute with my credit card provider and seeking additional support from consumer protection agencies.
  Please consider this message as formal notification of my intent to escalate this issue. I would appreciate your prompt attention to this matter and any further steps you can take to address my concerns.
  Thank you for your attention.
  Sincerely,
  *****************************
  
  

• Initial Complaint

  Date:08/11/2024

  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.

  On the date of 08/10/24 I flew from uruapan Michoacn to Tijuana My name is ****** *************************** *******. When I was checking in the lady attending me was very rude and charged me an extra 800 pesos because the luggage was supposedly over the measurement but I had already flew with that same exact luggage with no problems. The flight number was 3275, Today I was checking the luggage i had documented and there was candy artesanal, new shampoo and new conditioner, my Dolce&Gabbana perfume my deodorant and my lotions from bathe and body works and a brand new apple phone 11 pro max. All of that was missing from my luggage. When I purchased my ticket I purchased I was able to have my 10 kilos carry on and my 25 kilos luggage but they made they made me leave my 10 kilo carry on behind or else they where going to charge me 800 pesos.

  Business Response

  Date: 08/28/2024

  Dear *****************************,
  
  We are writing in reply to BBB case number ********.
  
  We have carefully reviewed your case, and we consider important to share with you the limits of liability for checked baggage for domestic flights, which can be consulted before or after purchasing your reservation:
  
  We suggest that the passenger does NOT carry in his/her checked baggage: money, jewelry, works of art, valuables, electronic items such as radios, cell phones, computers, cameras, among others; medications,perishable items, liquids or fragile items. If for any reason you absolutely need to transport any of these items, do not forget to document them in the appropriate manner.
  
  Volaris cannot be held responsible for the loss of the aforementioned items, which will not be considered as baggage if they are transported without the knowledge or consent of Volaris.
  
  Booking: Z9B2RL 
  Route: UPN-TIJ
  
  In good faith and service to our clients, we put at your disposal an electronic credit for future transportation with Volaris for an amount of $150.00 USD:
  
  *Name of the person who will travel: ***** *************************************
  *Deadline for reservation: February 16, 2025
  *Electronic credit number: 118523657725200001
  *Available amount: $150.00 USD
  
  We hope that you can consider our conciliatory proposal and you can travel with us in your next trip.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:08/08/2024

  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.

  Lost cell phone on flight 3220. (left in pocket of seat) flight from **********. Tracked phone to ************** terminal 2 . ***** in customer service said she located it. Said we could pick it up there at that terminal. Ask if Volaris would send it to us. She said would ask her supervisor. We never heard from her again! Tried several times a day with different numbers too! Keep getting the run around. The phone was for ***************************** seat#5F. They found it on planes next flight from **************.

  Business Response

  Date: 08/30/2024

  Dear ***************************,
   
  We are writing in reply to BBB case number 22111949.
   
  We would like to confirm that after an internal investigation with involved Airports we were informed that at this moment no information regarding lost item is registered. In case of being located during the next days we will contact you to inform you and validate delivery process.
   
  These items are under the client's custody on board the plane and are the client's responsibility, unfortunately Volaris will not be responsible for the loss of this item.
   
  We regret the inconveniences you may have experienced regarding your complaint; 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: 09/03/2024

   
  Complaint: 22111949
  
  I am rejecting this response because: Volaris located my cell phone one day as stated before. Now they act like they never seen it! So now they have lost it or stolen it.

  Hope nobody tries to register the phone in their name because I have it on the stolen list now! Perhaps they will get arrested!  

  Since I guess they like it so much they can pay me $280. And then I will take it off the stolen list!  That is what I had to pay for a reconditioned one on Amazon. So send me 

  $280. or the phone back and I will close this case!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/09/2024

  Dear ******************, 
  
  We are writing in reply to BBB case number 22111949. 
  
  We would like to confirm that after an internal investigation with ************** we were informed that no information regarding lost item is registered. These items are under the client's custody on board the plane and are the client's responsibility, unfortunately Volaris will not be responsible for the loss of this item.
  
  We regret the inconveniences you may have experienced regarding your complaint; 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: 09/16/2024

   
  Complaint: 22111949
  
  I am rejecting this response because: You had my cell phone on hand by *****! We were unable to fly to ************** that day! My wedding pics are in the phone! We paid over$1,600 dollars for tickets for our flight!

  Don't you have any customer service at all? I know it's are mistake for leaving it accidently in the seat pocket! But we located it on the next flight and someone put it in terminal 2 lost and found just like my gps showed. ***** found it identified it and said we could pick it up! Why can't you have a little customer service and send it to me? I said I would pay the shipping so you wouldn't be out any money. Please figure it out and send me my cell phone!

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