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:07/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my tickets with the more flexibility combo with unlimited changes for the return flight of August 14th,2024. I wanted to change to August 16,2024 and i called the call center and they said it would be a total of 900 dollars for the change of the 5 tickets. I went online and submitted a claim under Tu experiencia volaris and I have not received a response yet. Online more flexibility combo states: Get to know our Flexibility combo, which gives you unlimited flight date and time changes, without paying for the change fee and the difference in fare.

  Business Response

  Date: 07/16/2024

  Dear ****************************, 
  
  We are writing in reply to BBB case number 21956458. 
  
  We would like to confirm that purchase of booking AH3NKK and R8NKKY were purchased last March 12th and March 14th, 2024 through the Volaris website and purchase of booking Flexibility Combo was added, which according with terms and conditions this Combo allows you to make changes in date and time to the flight originally contracted in an unlimited way without paying a change fee and covering, if applicable, the corresponding fare reference and the fare difference should only be covered if the new flight has a higher base fare compared to that of the originally booked flight.
  
  At the same time, we would like to comment that flight rates are subject to availability. 
  
  Booking: AH3NKK and R8NKKY
  Route: ZCL-LAX
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  
  
  

• Initial Complaint

  Date:07/06/2024

  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.

  =Volaris deceptive luggage fees=On May 23, I bought w/my wife's card 4 tickets (2ways) to ***********. About 3 days prior departure I paid for 3 check-in luggages, nowhere was I warn or told that I was paying for 1-way luggage fee to *********** (fee about $95x3). So me thinking that logically since I bought 2-way tickets, I was under the impression that I had been charged for 2-way luggage fees. However on the day of the return flight from *********** I was shocked when the person processing the luggage told that I had no luggage included with my tickets and that I must pay up! I tried explaining the situation, the employee wasn't interested in hearing me out at all, and suggested that we paid for said luggage fees thru their App because it would be cheaper; we tried paying thru Volaris's App but were blocked from doing so. In the end we were forced to pay at the counter for more than twice the rate of $95~ per bag that we had paid for prior. We were told to either pay up $600 dollars for the 3 bags or step out of the line and find someone to leave the luggages with. Leaving the luggages was not an option for us, so we paid the absurd price of $200 per luggage $600. This would have never happened if I had been told in clear terms that I was paying 1-way luggage fees, because it makes no sense for me to buy 2-way tickets and buy 1-way luggage fees! Also no one is forcing Volaris to be so **** greedy & shady with their handling of luggage fees. What I seek is a refund of at least 50% of the $600, and no credit towards their services is NOT an acceptable for of refund. This is very likely my 1st & last time that I'll flight with Volaris, I have absolutely no desire to ever use their services again.

  Business Response

  Date: 07/11/2024

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

  We are writing in reply to BBB case number 21949689. 
  

  We would like to confirm that booking L9UF9S was acquired last May 24th, 2024, through a third party with Zero Fare, the baggage allowance international flights with this type of fare, only included 1 personal per passenger. In case passenger needs to add additional carry-on,additional baggage or if the baggage exceeds the maximum allowance, the corresponding fee has to be paid, the fee paid for documented baggage at airport was applied correctly with corresponding charge. We confirm charge for documented baggage in ******************* was correctly applied.
  

  We regret the inconveniences in which you tell us that you were not satisfied with price cost of luggage fee through or sales channels; in this regard we would like to comment that fees are subject to availability, we confirm the prices vary depending on when these services are purchased. The services have a different cost if they are purchased at the time of purchase,pre-flight or at the airport, the costs are indicated on our website. Its suggested to purchase the service prior to your flight or also at the time of booking purchase so the cost is lower.
  
  Thank you in advance for the time to attend us and in case you decide to accept our proposal, please let us know within the next 72 hours so we can issue and share the details of the electronic credit. 
  

  Booking: L9UF9S 
  Route: IAD-***-IAD
  

  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 26th I purchased 2 airplane tickets to fly home. Volaris i formed me that my seats had been selected but didnt let me check in. I found put at the counter that they overbooked the flight. They refused to return my money. The military and security personnel got involved and actually advised to speak with a government official to get my money back. It is July 2nd and I still have not received my refund from Volaris.

  Business Response

  Date: 07/05/2024

  Dear ****************,
  
  We are writing in reply to BB case number 21933084.
  
  We confirm that we will be processing the refund of booking EKKDJB to the original payment method. This reimbursement will be reflected in your account in the next 7-15 business days.
  
  At the same time, we confirm electronic credit for future transportation with Volaris was issued as compensation, the details were sent to email address registered in booking.
  
  Route: GDL-TIJ
  
  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:06/28/2024

  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.

  We purchased 5 round trip tickets for a family vacation. I have been trying to get a refund on one of the passengers that is unable to fly. I keep submitting request and calling to speak to a supervisor. They just hang up on me after being on hold for long period of time. The passenger is my daughter's boyfriend ***********************************. Unfortunately, he has been subpoena after we purchased the tickets. He is required to be in trial as a witness during the time we are to fly. I provided documentation to Volaris. All they want to do is give him credit for another flight within 90 days not including all taxes and other fees. He is not planning to travel as this was his only vacation time. Finally spoke to ******** a supervisor and she indicated that they can't refund the cost. However, when I had called previously, they said they make exceptions based on case by case. Thus, I filed a request to review the case. Being that is something completely out of his control and has provide proof they should be able to refund him.

  Business Response

  Date: 07/10/2024

  Dear **********, 
  
  We are writing in reply to BBB case number 21918628. 
  
  We have made several attempts to contact you by phone at the number ********** with no success. It is important for us to provide the service and resolution you deserve, for this reason we kindly ask you to provide us another phone number and the proper time to reach you.
  
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 07/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution NOT satisfactory.  They just want to give us 90 days to travel with a voucher.  ******** does not have any other vaction time till next year.  I would like them to extend his voucher for one (1) year so that he can use it when he has available time.

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

• Initial Complaint

  Date:06/17/2024

  Type:Billing 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.

  Our Volaris flight in December 2023 was over-booked and our family (2 adults and 3 children) missed our flight and had to sleep over night in the airport. Volaris decided to compensate us for the inconvenience by offering a credit of $6000 pesos per person. The credit had a June 16 2024 deadline. I tried using this credit many many times and their website never accepted them. I tried calling Volaris and also chatting via WhatApp without any luck.I will like Volaris to reissue credit which is $30,000 mexican pesos immediately

  Customer Answer

  Date: 06/18/2024

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

• Initial Complaint

  Date:06/09/2024

  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 booked a flight and paid for the flexible scheduling. I needed to change my flight date and went online. The website wouldnt allow me to change the date. When I tried clicking the button to finalize the sale, nothing happened. It wouldnt go to the next page. After trying a couple of times, I decided to call in. Over the phone, they wanted to charge me over $100. I mentioned that online it wasnt charging me anything, she said the prices vary from over the phone and online. When I asked to be transferred to a manager, she hung up on me and when I tried calling back, it would send me to a bot on whats app. Nothing has been resolved.

  Business Response

  Date: 06/17/2024

  Dear **********************,
  
  We are writing in reply to BBB case number 21823302.
  
  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, we appreciate your comments.
  
  At the same time, we would like to confirm that requested itinerary change was applied with no cost to travel next July 02, 2024, we confirm itinerary flight was shared to email address registered in booking: ******************* based on the phone call with our representative we confirm the closure of your case.
  
  Booking: B9IY9C
  Route: CJS-MEX-LAX
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:06/06/2024

  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 a flight on Volaris, IBB8MP in May 2024 for departure on 6/17/24.I received the attached email stating the flight was CANCELLED and one of the options was to get a full refund back to the credit card used to make purchase. I went on the web portal under My per the instructions and requested the full refund. I did not get a notice of refund after I made the request.I then called the call center on 6/6 and spoke to ******. He said the flight was not cancelled and I could NOT get a refund. He could not help and too bad could not get refund. I am requesting a full REFUND to my **** for reservation code IBB8MP since I was notified it was cancelled and offered a refund option.

  Customer Answer

  Date: 06/26/2024

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

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON March 19 2024 I made a reservation through Cheapoair online to travel by Volaris from ********* to ***********. Today I need to make changes to attend a Docs appointment in ******, since I don't have medical insurance in ***. The price to make changes in my departure flight with Volaris went from: $85.00 to $143.00 to $201.09 to $233.08 Volaris automatic phone service stated that $85.00 dollars is charged for changes. However when I called CHEAPOAIR to proceed with the changes, the agent called ***** called Volaris and was told him the cost was $143.00 without any explanation as to how those charges were calculated. He put me on a wait and when he came back he told me that *****, Agent for Volaris said the charge changed to $201.09, again without any explanation as to how that charged was made of. I asked to have him on the line and he said it was because I had to pay the MORE EXPENSIVE because I called by phone and the costs we see online were always cheaper. So then I asked him to tell me how I could make the changes online so I don't had to pay nothing but the $85.00 for changes and he told me that was not POSSIBLE, VOLARIS DOES NOT HAVE THEIR WEB PAGE DESIGN FOR PEOPLE TO MAKE CHANGES ONLINE WHERE THE FLIGHTS HAVE SOME PRICE, I CONFRONTED HIM WITH THAT!He said it is what it is. And live with this. UNBELIEVABLE. So the price of my ticket from August 30 to 27 it was even cheaper online, but VOLARIS does not allow to make changes online so they canot buy a ticket a better price if a change is needed. Customers have to call and then they will tell them the price is different by phone, always more expensive. WHY we allow this to happened. Why this USA allow this airlines to operate in this way. WHY?My checked bag fee is more expensive than the one for my family. I'm entitle to 20% off on my purchase because my enrollment on the ** Club. plus a credit $500.00MXN

  Business Response

  Date: 06/14/2024

  Dear *****************************,
  
  We are writing in reply to BBB case number 21809213.
  
  We would like to confirm that the original reservation TG73SD was acquired last March 19,2024, through a third party and was divided into a new reservation TKDW5R last April 30 to make an itinerary change for one of the passengers. We would like to confirm that for any itinerary change it is necessary to cover a change charge plus difference in rate if applicable, we confirm the charge applied for $201.09 USD was applied correctly,  in case the agency has made any additional charge we suggested to verify directly with them, it may be some internal commission charge of the agency.
  
  In service to our clients and for one time exception, we have assisted you by waiving the seat charge that was pending in booking and we supported you by adding checked baggage service with no cost in booking TKDW5R, the itinerary confirmation was sent to the email address registered:  ********************.
  
  At the same time and based on our phone call, we suggest that, in order to access to the benefits of your VClub membership, you must log in your account through the ********************** website or the official Volaris App to obtain benefits and discounts up to 20% on your next purchases.
  
  We appreciate the time to attend us and sharing your comments regarding the service received from our *********** and ***************** All your comments will be considered to apply the internal corrective and necessary measures to improve a better service to our clients.
  
  Sincerelly,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:06/04/2024

  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 booked an "annual travel pass" from Volaris...they were promoting it at a special price.They offered travel whenever deals and only pay the taxes.Ever since I got it Every time I needed to book a flight the days were unavailable as it only allows to book 3 days prior flying which is fine only if the flights were available. I tried to canceled it but their policy is nonrefundable which I was hoping to at least use it once to make up for the fare. I recently was able to find one available I paid $34 for taxes one way but they doubled the fare for the luggages which I find it unfair.I would like to get my money back dispite their nonrefundable policy I havent used this pass at all it is completely worthless.

  Business Response

  Date: 06/05/2024

  Dear *********************,
  
  We are writing in reply to BBB case number 21803992.
  
  We would like to confirm that according with corresponding terms and conditions of "Annual Pass" once the Membership has been purchased, it cannot be canceled, and its total or partial cost is not refundable.
  In service and in good will we have authorized an electronic credit for the value of the paid amount; it has a deadline to reserve, but you can choose to travel on any date or route that is available on our sale channels and at the same time we confirm that, the membership renewal has been successfully canceled.
  
  Electronic credit details were sent to email address ********************** and *********************.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution  

  Customer Answer

  Date: 06/11/2024

   
  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:06/02/2024

  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 paid $762.22 USD for a Volaris flight, record locator FHTS3U, on Sept 26, 2023. The flight was scheduled to depart Jan 2, 2024. On Dec 27, 2023, I called into a Volaris representative and informed them we would not be able to make the flight due to a medical issue, as we had to fly back to see my wifes mother in *** who had a cancer diagnosis, for which we have documentation and receipts. The volaris agent let us know they would process the exception for this and we needed to pay extra money to make the flight reimbursable and took my credit card information over the phone. The agent did not inform us we needed to do anything else, and let us know we should call in within 8mo to use the credit on another Volaris flight with record locator FHTS3U. Today, Jun 2, 2024, I called a representative to use this credit and was informed by an agent that I was listed on their end as a no show on the flight. I then escalated to supervisor *********************, at 6:32pm PST, who informed me after much back and forth that an agent did in fact have a note on Dec 27, 2023 that we informed them we would not make our flight due to a medical emergency. The supervisor insisted that we needed to file medical documentation via a written request, and since this did not happen, they could not honor the claim for credit. The agent did not do this, but instead told us there was nothing else we needed to do. I insisted they go through the recorded call from Dec 27, 2023 to verify exactly what the agent said, and in fact that they did not tell us to take any further steps or provide more documentation, and that they also took our credit card information over the phone, which could have been fraudulent since there were no volaris charges made since then. Demanding a full refund of $762.22 for misleading business practices, multiple agents lying including one fraudulently taking down my credit card number with no business reason or charge. filed ticket ******* with Volaris with no response.

  Business Response

  Date: 06/06/2024

  Dear ****************, 
  
  We are writing in reply to BBB case number 21792786. 
  
  We understand that travel plans can change unexpectedly, we would like to confirm that based on the agreement with our representative, we supported you by reintegrating total amount of booking FHTS3U in electronic credit for future transportation with Volaris, electronic credit details were sent to email address registered in booking.
  
  Booking: FHTS3U
  Route: MEX-LAX
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 06/09/2024

   
  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,
  
  ***********************