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: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,
  
  ***********************

• Initial Complaint

  Date:08/08/2024

  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.

  My flight that was scheduled for April 2024 was cancelled and I selected to obtain a refund, its been 4 months and they have not provided me with refund

  Business Response

  Date: 08/30/2024

  Dear ********************, 
  
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that the total refund of booking YGS1KN into the same form of payment on file, in this case directly to PayPlay account. In this case we suggest to validate it directly with your bank institution or with ******* Attached you will find corresponding refund receipt.
  
  Booking: YGS1KN
  Route: TIJ-PVR-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:08/05/2024

  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 roundtrip ticket from Volaris on July 20, 2024 from PDX to ***. I then called to cancel the ticket within the 24 hour cancellation allowance. I was told I had to write Volaris to request a refund. That was completed on July 21, 2024. I did receive a return email stating that my request was received. It has now been over two weeks and I still have not heard anything back from them. I have called the airlines twice and they said there is nothing they can do to help. Additionally, they said that they cannot confirm if I will receive a refund. The ticket number from their return email is *******. I would like the refund I am due. It is unacceptable that there has been no further communication or an opportunity to receive an update. Thank you for your assistance.

  Business Response

  Date: 08/07/2024

  Dear ***************
   
  We are writing in reply to BBB case number 22097368.
   
  We would like to confirm that the total refund of booking X9H1NY was applied on August 06, 2024, into the same form of payment on file, in this case a **** card ending 2122 under ****************************, you will be able to see it in your account within the next ***** business days, we suggest to validate it directly with your bank institution.
   
  Booking: X9H1NY
  Route: PDX-GDL
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:07/23/2024

  Type:Customer Service 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.

  Today I flew with Volaris my boarding number was Y9SNGI from *********** to *********, **. Flight attendant hiding her name tag. At first when I first sat down she was yelling at me that I had my phone out and that I needed to put it away while people were still getting in the plane; I was confused because I didn't hear anything about putting our phones away. Well I responded back and said to her that I don't understand why I have to put my phone away if people are still boarding and then I said "this is so stupid". I NEVER CALLED HER STUPID. Well she said this in Spanish "okay estpida ahorita les digo qu te saquen" and she walked away walking towards the pilot. Mind you people are still boarding at this time. So I start getting nervous because I am with my daughter and I felt this was unfair because I never called her stupid. Well she comes back and tells me I am stupid and that she is not going to attend me. I told her that wasn't a problem because I wasn't going to request anything from them. This was a 3 hour and 40 minute flight and nobody asked me or my daughter if we wanted anything.Well since we were the last seats she waited until I got out last after everyone was off the plane and I mean literally me and my daughter were the only ones left on that plane and she was following me harassing me and she said "adios estpida" and she continued to say evil things in front of my daughter. I felt so unsafe and very harassed. I even told the crew and no one did anything about it. I was being harassed and I didn't even get a video or a picture of her but there should be cameras in the plane so you all can see what happened. I am still shaking from what happened and my daughter was scared also. I had a terrible experience with Volaris on my first flight heading to ****** and now on my way back home to *********. I have never had something like this happen to me before. I had no one to help me and my daughter is still shaking as well.

  Business Response

  Date: 08/13/2024

  Dear ******************,  
   
  We are writing in reply to BBB case number 21935907.
   
  We have made several attempts to contact you by phone at the number ************** with no success.
   
  Regarding the reported customer service experience and the attitude service with our staff at ******************* last July 02nd, 2024, please accept our sincerest apologies for any inconvenience suffered during your travel with us, we want to make travel on Volaris an easy and comfortable experience for passengers.
   
  Your comments received were already sent to the corresponding area for the action of corrective measures in the service and attention processes, please be sure we are constantly working to provide you with the quality of service you deserve.
   
  In service to our clients we would like to put at your disposal electronic credit for future transportation with Volaris for an amount of $ ****** USD per client in booking Y9SNGI, we offer these  credits as a vote of confidence towards VOI, since we understand that we did not meet your personal expectations, however, 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: 08/13/2024

   
  Complaint: 21935907
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/16/2024

  Dear ******************,  
   
  We are writing in reply to BBB case number 21935907.
  
  Regarding the reported customer service experience and the attitude service with our staff, we regret any inconveniences, please be sure we are constantly working to provide you with the quality of service you deserve, all your comments will be considered to apply the internal corrective and necessary measures to improve a better service to our clients.
  
  We understand that we cannot erase the bad experience,however, we would like to put at your disposal electronic credit for future transportation with Volaris, we hope that you can consider this proposal as a vote of confidence towards VOI and to be able to use our services in your next travel plans. 
  
  Thank you for your understanding. 
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 21935907
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/22/2024

  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.

  Today July 22, 2024 I made reservations and purchased through the Volaris app an ticket for a future flight. I made sure all of my information and flight information was correct and even took screenshots on my phone of chosen flights. Once paid, the app gives confirmation number, however the itinerary has changed for a day ahead of chosen flight. I called in and spoke to an Volaris representative within 5 minutes of and informed him of the the situation. I asked for the original flight itinerary and he was not sure how the change could have happened. I requested him to make the correction and was told he could, however there would be an additional charge of $150.00 dollars. I declined and reassured him that there was no mistake on my end. So again not only did i book another flight within 15 minutes with the flight and date and time, and once again confirmed the itinerary, after purchasing the new or second ticket the Volaris website once again gave me a different flight. So now not only do i have two flight paid for on the very same day and time, buy also the exact same seat assigned that i was able to choose. I truly believe Volaris is intentionally trying to commit fraud and extort people out of money by overbooking and selling customers unwanted flights and then charging additional fees to correct the situation for customers. I will be looking into making a claim and filing a law suit against Volaris in the near future. I have video recording of the second transaction to show how Volaria deceives its customers!

  Business Response

  Date: 08/07/2024

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

  We are writing in reply to BBB case number DK2022050136.
  

  We confirm that in purchase of bookings W8CG9L and T8172L was made thought the website by the client. Volaris assumes no responsibility for this situation.

  We confirm that for any itinerary change it is necessary to cover a change charge plus difference in rate if applicable.

  You requested refund of both bookings, and they were applied to original payment method same purchase day, July 22, 2024, we suggest to validate it directly with your bank institution.
  
  For clarification we would like to inform you that, in both cases seat assignment was selected by passenger, in booking W8CG9L for 5F seat and in booking 9F seat.
  
  Booking: W8CG9L / T8172L
  Route: TIJ-CUU
  
  Thank you for your understanding.
  

  Sincerely,
  
  Volaris Customer Resolution 

• Initial Complaint

  Date:07/19/2024

  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 booked my flight for the dates of June 5th to July 20th. However, during the payment process, my card payment was canceled three or four times. Each time I called customer service to resolve this issue, the representatives failed to book my tickets correctly for the specified dates. Instead, I was informed that my return date had been changed to July 15th, which is not what I requested.I clearly communicated my travel dates of June 5th through July 20th, and it is disappointing that this information was not accurately processed. As a result, I am requesting a full refund for the flight or a return flight that aligns with my original travel dates.I would appreciate your prompt attention to this matter and look forward to your response. I have three young children who need to get back home, making this situation even more urgent.confirmation code: W9UMPI

  Business Response

  Date: 08/02/2024

  Dear ******************* ****,
  
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that purchase of booking W9UMPI was made through the website last May 05th, 2024 to travel on June 05th,2024 from ******* to *********** and returning on July 15th, 2024, from *********** to *******, at the moment to pay the booking some payment attempts were declined and you call to our *********** requesting assistance to locate and pay corresponding booking.
  
  After validating the phone-call in which client requested assistance, we confirm no mistake was made by the agent who attended the request, in the phone call the agent confirmed complete itinerary in booking,flight on Wednesday, June 5th, 2024, and returning on July 15th, 2024, GDL-MCO to which the customer indicates it was the correct itinerary, and payment was applied.

  In service to our clients and for one time exception we could support you by reintegrating total amount of not boarded flight GDL-MCO in electronic credits 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 base fare and taxes.
  

  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 08/11/2024

   
  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:07/17/2024

  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.

  I tried to add a check in bag to my returning flight on 07/09/2024 but my card was declined twice (not sure why) and when I was finally able to add the bag on 07/13/2024 I was charged 3 times for the bag (included the 2 declined charges) I asked for a refund and was told they could not do that. I filed a complaint online and was told they could not help me, not even the managers helped me. I called them literally right after it happened. I was unable to dispute the charge with my bank because their "Detailed* receipt was not even detailed. Now I just paid $291 for a bag that should have been only $87

  Business Response

  Date: 07/19/2024

  Dear ***********************, 
  
  We are writing in reply to BBB case number 22005091. 
  
  We confirm that we will be processing the refund of unused checked baggage pieces in booking UFW1UT to the original payment method. This reimbursement will be reflected in your account in the next 7-15 business days.
  
  Its important to consider that if at any time you made a chargeback bank petition, the refund may not be processed by Volaris.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:07/16/2024

  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 purchased roundtrip tickets directly from Volaris' website for my brother-in-law, ********, departing on July 7, 2024, from ******* (***) to *********** (GDL) and returning on July 12, 2024, from *** to OAK. I opted for the Plus fare both ways, priced at $710.79 in total, because Volaris advertises this fare as including a "Full Refund" and "Unlimited Flight Changes."On July 12, 2024, ******** was unable to travel due to his son's expired Mexican passport. We contacted Volaris to either cancel or change the flight but were informed that they would not provide a refund or credit for the cancelled return flight from *** to ***. This was contrary to what was advertised on their website, which clearly states, "Full Refund" and "Unlimited Flight Changes."Despite my attempts to resolve this over the phone and via email, Volaris has refused any form of compensation. The supervisor, *************************, inaccurately suggested splitting the amount paid in half, which does not reflect the actual fare difference between the outbound and return flights.This situation indicates deceptive practices by Volaris, as they are selling tickets under false pretenses and failing to provide the advertised services. I request that this matter be escalated to ensure I receive a refund or credit for the appropriate amount. Thank you.

  Business Response

  Date: 07/18/2024

  Dear Mr. ********************** style="font-size: 0.875rem;">We are writing in reply to BBB case number 21999068.

  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 flight GDL-OAK from booking P9M3SI 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: P9M3SI
  Route: GDL-OAK
  

  Thank you for your understanding.
  

  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 07/18/2024

   
  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,
  
  Darwin Naval

• Initial Complaint

  Date:07/11/2024

  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 to ************ booked through Volaris to leave *********** at 9:28pm. I arrived to the Volaris terminal at 8:20pm and there were no staff members at the check in desk rendering me unable to check the bag i paid for. Without a staff member to check me in, TSA pre check was unable to assist me with getting to my gate as they dont work for Volaris. Once I was able to get the gates the flight attendants (4) were extremely unhelpful. It was the last flight of the night and they were ready to go home. It showed in the effort they gave to assisting us. I gave them my name and they told me they had no record of me in the system and I showed them my boarding pass because i had in fact checked in, and to no ones surprise, Im suddenly in the system. One attendant gasped and covered her mouth when my name popped up. They gave us another flight and we want to cancel that one. I have explained this situation to their customer service team via ******** messenger and they are refusing to refund the amount. I had to speak to them on ******** messenger because the number provided will hang up on you and not allow you to speak to an actual person. We have already filed a claim with Air BnB travel insurance company and we now have nowhere to stay if we were to get on the flight.

  Business Response

  Date: 07/17/2024

  Dear **************, 
   
  We are writing in reply to BBB case number 21975460. 
  

  After an internal investigation, we confirm that passengers arrived late and due to this they were no longer able to board, the supervisor on duty makes them a courtesy move for July 12, on July 12 they did not show up therefore, they did not board the flight, both on the 10th and on the 12th the counter closed at 8:29 p.m.

  Flights close 60 minutes before the flight departure time, this does not mean that the clients dont have to comply with the obligation to appear with the advance notice of at least 180 minutes before departure time of the flight to check in at the airport counters.
  

  In service to our clients and for one time exception, we could support you by reintegrating the total amount of booking YEIYQJ 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: YEIYQJ
  Route: IAH-***-IAH
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 5, 2024 I purchased round-trip airfare from volaris for my son and I, and paid an additional total of $50usd for assigned seating. I paid extra for comfort of extra leg room. We checked in online and had our boarding passes which showed the seats we had purchased. However we were forced to change seats by volaris with no explanation other than contact customer service. The seats we had already paid $50usd for were resold to someone else. They changed my son and I seats to very uncomfortable seats with very little leg room. I contacted volaris customer service and they refused to give me a refund for the seats. I am simply asking for a full refund of the seats I purchased ($50usd) because volaris changed out seats and resold them. This is very unprofessional of the company.

  Business Response

  Date: 07/17/2024

  Dear ******************, 
  
  We are writing in reply to BBB case number 21963089. 
  
  We regret the inconveniences. Based on the agreement with our representative we have issued the fee seats that were removed in electronic credit for future transportation with Volaris. The voucher details were sent to email address registered in booking EYF12P. 
  
  Route: LAX-AGU
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 07/20/2024

   
  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,
  
  *************************