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:06/01/2024

  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.

  Hello,Volaris cancelled my ticket without communicating to me. I showed up at the airport for my flight and was alerted at the airport that my ticket had been cancelled and that I would need to book a new flight at nearly double the cost which I could not afford to do and thus had to cancel my travel plans. The staff at the airport and on the phone were rude and unhelpful and the entire experience was humiliating. I confirmed with my bank that it was not an issue on the behalf of my bank and that Volaris charged me and then a few days later returned the funds. I have also confirmed that in my email I received no communications telling me of the cancellation (including checking the spam folder). Because of the error by Volaris I spent hundreds of additional dollars that I would like to be refunded for in the form of either cash or flight credit as these were expenses that I incurred because of Volaris's failure to communicate. Travel from ******** to ****************: MXN 136 for bus Airbnb for **************** for the night before my flight: $40.46 USD Taxi to and from ************************: MXN 450 *********** booked for CDMX layover: MXN ****** 2 additional nights in **************** before I could return to ****************: $177.49 USD Return bus to ********: MXN 136 This is a total of $1351 MXN plus $217 USD. I am open to being paid in either currency but expect that the total should be the equivalent of around $300 USD.I have included receipts for the accommodations that I would like to be reimbursed for as well as a screenshot of my inbox so you can see the communications I received from Volaris as well as the time received. I do not have receipts for the bus or taxis. Thanks,*******

  Business Response

  Date: 06/05/2024

  Dear *******************, 
   
  We are writing in reply to BBB case number 21789987. 
   
  We would like to confirm that payment in booking LBR73M 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 May 21st, 2024. 
   
  Due to this was a non-attributable cause to Volaris a compensation or refund for the claim expenses does not proceed.
   
  Booking: LBR73M
  Route: PXM-MEX-TIJ-MEX-PXM
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21789987
  
  I am rejecting this response because:

  I was not alerted that my ticket was cancelled or that there was an issue with my payment. I went to the airport for my flight! If I had known there was an issue I would have resolved it. You guys sent me a confirmation AND an email telling me it was time to check in. You never alerted me that there was any sort of issue. That is an error on your part, how do you just cancel a ticket without telling your customer?! This was a huge inconvenience for me and you didnt even offer a chance to rebook at the same price or anything to help me resolve the issue. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/07/2024

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

  We are writing in reply to BBB case number 21789987. 

  We understand the inconveniences, however, for the safety of the cardholder and us as service providers, the refund is processed to the same payment method and once this action is applied it is not possible to reestablish an itinerary or the same purchase rates.
   
  Sometimes, these types of alerts are triggered if any data entered at the time of purchase does not match those registered with your banking institution. It is important that for future purchases, special care can be taken with the information entered to prevent it from presenting a similar situation.
   
  Due to this was a non-attributable cause to Volaris a compensation or refund for expenses does not proceed.
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution 

• Initial Complaint

  Date:05/31/2024

  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 an airline ticket in February 2024 and the price dropped substantially and Volaris would not credit me or make the switch, which is what ALL airlines do if theres a price drop. So I disputed it with my bank. While the charges were in dispute, Volaris cancelled my flight, causing me to have to buy an entire flight all over again. They refuse to refund or give me my money back and have overcharged me. I paid $400 for the first ticket that they cancelled but only flew on the second ticket I purchased which was around $300 bucks. They need to refund me the $400.

  Business Response

  Date: 06/06/2024

  Dear ******************, 
   
  We are writing in reply to BBB case number 21785484. 
   
  Based on our system and after a validation with our revenue assurance area, a charged back petition was made by the client in booking U9N6WI, after a validation with or revenue assurance area we were confirmed this came out in Volaris favor and we will continue with corresponding  refund into the same form of payment, you will be able to see it in your account during the next 7-21 business days.
   
  Booking: U9N6WI
  Route: LAX-BJX
   
  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:05/21/2024

  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.

  I recently purchased a flight and will be flying with Volaris and had a frustrating experience that I feel compelled to share. The airline's mobile application is misleading and seems designed to confuse passengers into purchasing unnecessary add-ons. Specifically, the app does not display whether you have already added a carry-on to your flight. This critical information is obscured, showing only the checked baggage details, which can lead to unnecessary additional purchases.I bought two tickets for myself months ago due to my size and couldn't remember if I had added a carry-on. When I checked the app, there was no indication of an existing carry-on, so I bought another one. Later, I found out that I did have a carry-on already included. When I called Volaris customer service to cancel the additional carry-on, they were unhelpful and told me I should have called to verify my baggage status beforehand. This lack of transparency cost me $100 for an extra carry-on that I didn't need. Its unacceptable for Volaris to hide such vital information, effectively tricking customers into spending more money. This experience has left a bad taste, and I will not be flying with Volaris again. I strongly advise others to avoid this airline to prevent similar issues.

  Business Response

  Date: 06/05/2024

  Dear ********************,
  
  We are writing in reply to BBB case number 21742195.
  
  We confirm that based on our agreement and in service to our clients we support you by reintegrating the total amount of carry-on fee service paid at booking WHRCTN in electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in your booking.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 06/05/2024

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

• Initial Complaint

  Date:05/20/2024

  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 made a reservation and the app had an error which made had it cancelled called them and they offered no assistance.

  Business Response

  Date: 05/31/2024

  Se enva respuesta a cliente y a BBB con intento de contacto. 
  
  Dear ************,
  
  We are writing in reply to BBB case number 21646439.
  
  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; we will try to contact you during the next following days or please reply to the email sent to you.
  
  Thank you for your understanding and we look forward to your response.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21646439
  
  I am rejecting this response because:
  No emails have been received.  
  Sincerely,
  
  *****************

  Business Response

  Date: 06/17/2024

  Dear ************, 
  
  We are writing in reply to BBB case number 21646439. 
  
  We have made attempts to contact you by phone at the number ************** with no success.
  
  We would like to confirm that due to flight affectation GDL-SEA in booking M6GDPB, an alternative offer by reintegrating flights in electronic credit for future transportation plus a 25% compensation was offered and client accept the offer through a self-management process. Electronic credits were issued and redeemed in bookings IF33TT, GBCDRP and AYPPMP to travel last June 15th, 2024, and next June 28th, 2024, we confirm first leg was boarded.
  
  Refund for extra charges or expenses does not apply, airlines are not required to reimburse you for any trip costs affected by a flight delayed or canceled flight. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21646439
  
  I am rejecting this response because:
  Voucher policy is a bad ticketing practice to charge customers more. 

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

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 13th I tried to use my Volaris Electronic Voucher and my father's electronic voucher to purchase flights. I was able to activate them on my phone but had issues completing my booking so I hit the back button and tried re-doing. It now says vouchers have already been used. I called Volaris to complain and have them re-activate the voucher so I could book our flights. The representative said he can't do anything because the vouchers have already been activated. He wouldn't even issue me new vouchers. I just lost my vouchers and can't book flights. I will never ver be flying with Volaris ever again.

  Business Response

  Date: 05/28/2024

  Dear ****************,
   
  We are writing in reply to BBB case number 21707290.
   
  We would like to confirm that electronic credits were issued and already redeemed in bookings BHTLMX and PJVGYH, we confirm flight are available to travel in next November 26th, 2024, and December 01st, 2024, route TIJ-MZT-TIJ.
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 05/29/2024

   
  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:05/10/2024

  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 parents purchased tickets $640 to fly to ****** in February 2024 but it had to be rescheduled because of an family emergency. I rebooked flights for June 2024 paid an additional $164 for change flights. My parents decided to change the flights again because my brother is still recovering from surgery. I changed the flights for December 2024 and they charged an additional $878. When I contacted them the next day to ask why double the amount to change the flights they will not give me a reason. Volaris stated it was due to change of flights but they will not give me details of how the credit of $804 was applied to the new flights. I requested for a invoice showing the changes of flights and the difference that needed to be applied to the new flight. They denied my request via phone, email and whatsup. I believe they are hiding the truth that they over charged for the change of flights and this is why they will not provide me with the invoice.

  Business Response

  Date: 05/22/2024

  Dear ****************,
  
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that based on our system, purchase of booking S918SYwas originally purchased through the Volaris website last January 30, 2024. We confirm there are two itinerary changes applied in booking, first itinerary change was applied last February 13th, 2024, and second itinerary change was applied last May 07th, 2024, both were applied directly through our website by the client, and corresponding charge was accepted and paid.
  
  We confirm that for any itinerary change with Volaris,  customer must cover the corresponding fee charge plus the applicable difference in rate, charges were correctly applied.
  
  At the same time,we confirm that according to our policies, in order to get your electronic invoice when your departure flight is ******, you will have 30 natural days to request it from the date you purchase the ticket, you did no requested within this period of time, however, you obtain corresponding invoice for the cost of second itinerary change, and was sent to email address registered by the client last May 10th, 2024.

  Booking: S918SY

  Route: TIJ-ZCL-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 05/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and responded to their email. I had to request for the 5th time that I needed and invoice or details of the cost for the new flights. They finally provided me with details of cost for old tickets and new tickets. I finally find that this resolution is satisfactory to me. Thank you for the help.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/06/2024

  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.

  On February 25th I attempted to book round trip flights for 4 people. I did this 4 times and each transaction failed and I was not provided with a reservation code. The next morning I noticed a massive increase in my credit card balance and saw I had late arriving emails that contained 4 reservation codes. I immediately opened 4 claims tickets at ***********************************************. The 2 smallest claims were credited to my account by 03/02/2024. At this point I was expecting 3 more credits for the 2 remaining claims. One of the claims included them charging me twice for a single attempt. I waited 6 weeks based on a variety of inaccurate information received via email and Whats app and finally received 1 more credit on 4/19/2024. Since they notified me on 4/8 that the case was closed, they required me to waste precious time waiting 21 days before I could contact them again about this issue. Today I asked about the remaining 2 credits for over $5600 USD and they told me to call my bank and said it was paid. This is the 2nd time they tried to imply the problem was with my bank. Of course my bank had no pending credits. You can't speak to anyone on the phone. You can't email anyone. Any followup information or questions you add to your ticket go unanswered. What's app is really their only customer service option, but it is NOT customer friendly. It's nearly impossible to tell if you are talking to a human or a chatbot. I find this amazing because they have my credit card number, they should be able to see 5 charges on 2/25-2/26 and then see they have issued only 3 credits. I can not comprehend the hold up.

  Business Response

  Date: 05/27/2024

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

  We would like to confirm that the corresponding refund of booking NKU4VR was applied last April 08th, 2024, to original payment method for a total amount of $ ******** USD, a MasterCard ending 3004. Corresponding refund receipt was requested so you can validate it directly with your bank institution, once we receive it, we will share it with you, however this may take 15 business days approximately.
  

  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21674031
  
  I am rejecting this response because:

  The amount they indicated, $5,641.42 USD,  was not credited to my credit card account.  They have repeatedly try to use this obfuscation technique in order to shift the responsibility to my credit card company, *********** or to myself.  If the amount was actually credited on April 8th, it would have shown up by May 6th.

  The only spot of bright news is that they have the amount correct, now they just need to correctly issue the credit back to my card.  It is absurd that it takes 15 days for their finance department to provide them a receipt for a transaction that is supposedly 7 weeks old.  They have used these delay tactics consistently and fraudulently since the beginning of this problem they caused.  Even if they produce a receipt for that amount, it will not be acceptable.  They only acceptable outcome is an actual credit to my account for  $5,641.42 USD.

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

  Business Response

  Date: 05/30/2024

  Dear ******************************, 
   
  We are writing in reply to BBB case number 21674031. 
   
  We would like to confirm that the corresponding refund of booking NKU4VR  was applied last April 08th, 2024, to original payment method, a Mastercard ending 3004. Attached you will find the corresponding refund receipts for both transactions; we recommend you verify it directly with your bank institution.
   
  Booking: NKU4VR
   
  Thank you for your understanding.
   
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21674031
  
  I am rejecting this response because:

  I called my bank this morning and as expected they did not have the credits for these 2 receipts.  I have filed a dispute, they indicated they will contact you in an attempt to resolve.  I will provide them with your receipts and all other materials related to your failure to resolve this matter.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/05/2024

  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.

  In *********** the Volaris Airline staff gave us the wrong gate to wait at for our connecting flight. We waited hours at the wrong gate and we were not alone. Others were given the same wrong location. As time grew near to depart and there were no signs of our flight being called we sought out further help only to discover that our gate was moved without notification to gate 18, while we were at gate 26 as instructed. We ran to ******* but were denied boarding at the gate. We were forced to stay overnight in the connection city. We had to book a new flight to *********** for the next night and forced to pay a penalty fee on top of everything. So despite following the airlines directions we were penalized. There was zero responsibility or apologies from the airline for their misinformation. We were also needlessly sent from area to area and person to person within the airport to get a new flight and to retrieve our luggage. It was a ridiculous number of hoops we had to go through. The attitudes of most the staff were also indifferent. So frustrating. Upon return home we sought a refund of at least the penalty fee we were charged and the extra we paid for premiere seating that we did not get equal of on our return flight. Their response is that we already finished our flights so they could not refund us. They also said we should have arrived 3 hours before the flight. They obviously did not read the complaint. We were on a connecting flight and as it so happens we were in the connecting airport for over 3 hours!!! We want a refund of ALL the EXTRA CHARGES for the penalty and the services NOT received. This airline has terrible customer service. Beware of up charges for everything and if it is their fault for anything they do not care!! You will still pay!! Our reservation details online no longer show our original flight to *** as April 30 and only shows the rebooked connection through *********** on May 1. We want a refund of the extra charges.

  Business Response

  Date: 05/17/2024

  Dear *************, 

  We acknowledge receipt your complaint. A customer service representative will contact you shortly to review your case. 

  Sincerely,
  

  Volaris Customer Resolution

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21669532
  
  I am rejecting this response because while they have indicated that they will have some contact me, there is no indication as to what their proposed resolution is.  So there is no way to determine with their current response where I will accept their proposal and it resolves the complaint.  If they do contact me and we come to an agreement only then can I accept the resolution. Their current response is noncommittal and continues my frustration with them and their handling of this matter. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/27/2024

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

  We are truly sorry about the situation of the flight gate change; however, we confirm that gate changes are made directly by airport administration and the announcements were made. We want to apologize for any inconvenience this situation caused you, our goal is always to make travel on Volaris worry-free, and we are disappointed when this goal is not achieved for any reason.
  

  Unfortunately, the reimbursement of generated charges for next available flight are not applicable since we understand that the client must also be attentive and appear at least 60 minutes before the departure of the flight at boarding gate with their boarding pass.
  

  Likewise, we want to confirm that for one time exception we can issue this amount in credit for future transportation with Volaris, $ ******** MXN, in case that you consider accepting our proposal, the electronic credit would have the following characteristics:
  

  *1 year to book (You can travel on the date and destination you prefer, as long as the flight is published)
  *Applies for total fare(base fare and taxes)
  

  Booking: TYVY8C
  

  Thank you for your understanding.
  

  Sincerely,
  

  Volaris Customer Resolution

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21669532
  
  I am rejecting this response because: because the offer of a Volaris flight credit of $257 is worth exactly the equivalent of $0 in true compensation.  The credit is only good on inflated base rate ticket that would cause us to pay more than if we didnt use the credit.  It does not compensate for the airlines role in this matter.  Please see the full extent of how we were treated by Volaris on our trip and also how their credits are not worth anything in reality.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/02/2024

  Type:Customer Service 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 4/30/2024 my parents were traveling to ****** to deal with the loss of my mother's brother. As they prepared to board the plane, the gate boarding staff requested that my parents, along with other passengers, to remain behind until everyone else had boarded. At that point, my mom called me frantically stating that they had been asked to stay put. Two Volaris gate representatives began telling them that their carry-on baggage, one each, had not been paid and were requesting a credit card for payment of $100.00. Furthermore, they were told that if they could not pay with a credit card, they would miss their flight, not get refunded and law enforcement would be called. Under the duress of the situation and lack of knowledge of what was taking place my mother called me a second time at which point I shared with her that I had placed an emergency credit card in her bag. They were able to pay $100 for the bag the airline claimed they had not paid for. This is an example of a nightmare journey at the airport dealing with Volaris. What is Volaris mission, for customers to not travel again? The experience, treatment and abhorrent customer service along with threats is despicable. Let alone the treatment they provide elderly customers who may not be equipped with the knowledge to advocate for themselves making them a target to predatory fees and charges. This matter needs to be addressed with the staff and a refund for $100.00 is being requested immediately.

  Business Response

  Date: 05/17/2024

  Dear ******************,
   
  We are writing in reply to BBB case number 21650993.
   
  We would like to confirm that bookings DBGZ8M and ODFIKJ under *********************** ****** and ******************************** ******** respectively, were acquired with Zero Fare, the baggage allowance international flights with this type of fare, only included 1 personal per passenger. In case passenger needs to add or transport additional carry-on, additional baggage or if the baggage exceeds the maximum allowance, the corresponding fee has to be paid, the fee paid for carry-on luggage at airport was applied correctly with corresponding charge.
   
  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.
   
  In this case if you made the purchase through an agency, it is necessary to validate the rate and services contracted with them. 
  
  Bookings: DBGZ8M and ODFIKJ
  Route: ONT-GDL
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:04/29/2024

  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 accidentally paid for a checked bag. I called them to have them switch it from checked to carry on a $33 dollar price difference and they would not. They said I had to pay $77 more that I could not switch it. It was 3 days before the flight on 4/29/24. The supervisor told me that there was nothing he could do, which is a complete lie, because I once called to have them upgrade from carry-on to check in and they were able to do that. When I told him that he said that, he could upgrade but not refund.

  Business Response

  Date: 05/03/2024

  Dear **************,
   
  We are writing in reply to BBB case number 21640049.
   
  We would like to confirm that after validating booking OHJB9X luggage fees were applied directly to our website last April 29th, 2024, for a charge of $ ****** USD.
   
  Deu to fees services were applied directly through the website, Volaris assumes no responsibility, according to **************** Plan ********************** tickets and associated fees are non-refundable or cancelable. ************************************************************************************************
   
  We also we would like to confirm that documented luggage service in flight TIJ-PVR under *********************** was used.
   
  Booking: OHJB9X
  
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution