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:04/12/2024

  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.

  Tickets were purchased on 11/27/2023 with the extra charge for "full refund" and "unlimited flight changes", as you will see in the attachments. They are stated under "Benefits of fare" "full refund" "unlimited flight changes". So we pay this extra charge & when changes need to be made they still charge & DO NOT provide a "full refund". My elderly mother paid total of US$1,305.07. This total includes US$129.69 additional charges (on 12/29/2023 & 01/01/2024) for changes that were made to one of the reservations as the flight was for business purposes, handling her deceased husband's personal matters. On January 18, 2024, the flights were canceled & understood we would have a "full refund", but they said only one ticket would be refunded (US$608.21 on 01/18/2024). The other ticket could not be refunded, only an electronic credit due to the fact that it was called in for changes. It was called in for changes, because my mother does not know how to operate **************** communication requirement is challenging for those who are technically challenged. This should not be reason to decline a refund to an elderly person. Today, I assisted her with calling to schedule her flight as it so called expires on 04/13/2024. The attendant which I forgot to get his name told me the "electronic credit #*****************" could not be used as it was only good for travel 90 days "within" the issuance of the credit. The email specifically stated she would not be able to travel until a court date is issued; which this court date has not been issued, but because she is feeling better she wanted/needed to fly before her "electronic credit" expired. My elderly mother has been robbed of *************** cannot afford to pay another US$600+ to make new travel arrangements. The two individuals did not make the trip. How many others has Volaris taken advantage of the language & technical challenges! Seeking reimbursement. Thank you for your attention to this highly concerning matter!

  Business Response

  Date: 04/19/2024

  Dear ***************** *******, 
  
  We are writing in reply to BBB case number 21568933. 
  
  We confirm that we will be processing the refund of booking KD7FHJ to the original payment method. This reimbursement will be reflected in your account in the next 7-21 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

  Customer Answer

  Date: 04/24/2024

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

• Initial Complaint

  Date:04/10/2024

  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've been trying to resolve this incident since December 2023. It happened Saturday, December 9th, 2023, while boarding our flight from *** to **************, ******. There was an error on their side because the email confirmation they sent had my dog going on the departing and arriving itinerary. We were trying to resolve this issue that day and we were granted boarding the flight. Then we were asked to leave the flight since we were the last to board with a pet and they only allow 2 dogs per flight; this is not specified on their website. When we got kicked out of the flight, involuntarily, they offered another flight to ****** but to another destination that was 3 hours away from our original destination. We asked if they were going to pay the transportation from the new destination to our actual destination, and they said, "no." violating their own compensation policy found at ************************************************************************************************ as well as violating their Terms and Conditions of Scheduled ********************* and ****************************************** Services Agreement. I have all the receipts of the extra expenses paid due to Volaris involuntary kicking us off the plane. We filed a complaint, sent the email Volaris sent confirming the itinerary where my dog is on both flights as well as all the receipts of expenses and they are STILL are refusing to compensate me 4 months later. Not only that, but they lied about the events that transpired in a response letter. Proof of that is in the receipts of all our expense and our change of flight. I have emailed them now about 5 times resending the copies I have, and they have refused to respond to me. I am very upset and not sure what else I can do. Attached is all receipts PLUS proof that the email confirmation volaris sent has my dog on BOTH flights.

  Business Response

  Date: 05/03/2024

  Dear ***************,
   
  We are writing in reply to BBB case number 21559894.
   
  We would like to confirm that upon learning of this incident, Volaris immediately launched an internal investigation.
   
  According to our records, you arrived at LAX counter with your dog shown as a pet but in your flight segment LAX-AGU it was not added the ancillary of pet on board which allow your dog to travel with you at the cabin, we confirm you only purchased the ancillary pet on board for your return flight segment AGU-LAX. When Volaris agent was checking on the system what could be done in order to help you with this situation, it showed that the limit of pets allowed on board per flight was already booked, therefore the agent provided you the option to wait until all the passengers boarded the flight and see if one of the other passengers that previously purchased and reserve the service of pet on board do not show to the flight so your dog can occupied that space free of charge as a customer service attention, but it was warned to you that in case the other passengers showed up your pet would not be able to board the flight, which you accepted.
   
  According to our records, the first passenger with the service of pet on board was shown up before boarding the flight, after 20 minutes the boarding process started for all passengers, and when you were already on board the aircraft the second passenger with the service of pet on board showed up. Therefore, in accordance with the previous warning informed to you and accepted by you, we had to ask you to deplane the flight. After that, Volaris agent provide to you with alternative flight so you could arrive to your destination; one of the options were a flight LAX-GDL (*************************** y **************************************) which you rejected, this flight was offered to you due to it was the only one available from LAX that could take you near your destination. It is important to mention that no other flight from *** was available to AGU that day; then our agent provided you with the alternative flight from TIJ-AGU on a schedule near the same day, which you accepted, our agent as a gesture of customer care and only for internal system purposes, added your dog as an emotional support animal to your reservation so that it could travel at the cabin with you free of charge, but we do not have record of you describing your dog as an emotional or service support animal, only as a pet which is why you purchased the ancillary on the return flight.
   
  As a gesture of good will, we could support by reintegrating generated expenses of $ ****** USD 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 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) 
  

  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:04/10/2024

  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.

  I booked a flight along with 2 other individuals via Volaris. They changed our flight without notice, then changed it again. Due to the changes on their end, I can no longer make it to my flight. They refuse to let me cancel my flight telling me Id have to cancel the entire reservation, including the 2 other individuals flights. Im only seeking to cancel my flight and theyre stating I cannot do so, which leads to me losing the money I paid for the flight.

  Business Response

  Date: 04/16/2024

  Dear ****************,  

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

  We regret the inconveniences. We confirm we will be processing corresponding refund of flight ***-MLM only for passenger ***************************, we confirm flight for Anel and ******************************* remain available to travel in next May 01st, 2024.
  
  Once that we receive the requested bank information, we begin the process, and you will be able to see it in your account during the next ***** 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:04/04/2024

  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 purchased 4 tickets to flight with Volaris in the month of June, 2024.Total amount of purchase for 4 passengers on Jan 17th 2024 was $ ******** (**)Charged to my credit card by: Volaris Venta Regular Web MX At the time of purchase, I bought their most expensive level option, PLUS, which says includes "Unlimited Flight Changes".My traveling plans changed a couple of weeks later and needed to change to departing and arrival airports, on roughly the same dates. The online platform did not allow me to make the change. After hours trying to connect with customer service, I was finally able to talk to a person that explained I could not make the change of flights because they were different airport codes, and suggested I seek a voucher reimbursement that would allow me to use the credit to pay for the new flights. I then spoke with one or two supervisors that basically suggested the same.I then engage in emails at the beginning of February with the department that receives such requests and tried to clarify the conditions of the transaction, they knew I was trying to book new flights for the month of June 2024. They then issued the vouchers. At that time, I asked, again, if I could book the new flights in *********** told me I had to wait until 90 days from the departure of the new flights - with the vouchers expiring on May 5th. We are now withing 90 days of departure and return on our new flights in June, but when I went to buy the new flights the vouchers don't work.When I connected again with their customer service teams, they told me that the vouchers only work for flights on or before May 5th. I asked 3 times to have the issue review and escalated, but in all 3 occasions they told me there is nothing they can do. I already bought replacement flights with another airline. I would like my money refunded.

  Business Response

  Date: 04/12/2024

  Dear ******************, 
  
  We are writing in reply to BBB case number 21531068. 
  
  We confirm that we will be processing the refund of booking Z71WWR to original payment method. This reimbursement will be reflected in your account in the next 7-10 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

  Customer Answer

  Date: 04/13/2024

   
  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.

  Thank you for holding businesses accountable! Feels like some businesses un-reputable businesses count on consumers not advocating for themselves enough, and they know it - which is why they dont bother to be helpful at all when asked for help.

  Again, Thank you BBB for your work! You are appreciated!

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

• Initial Complaint

  Date:04/04/2024

  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 am formally submitting a request for reimbursement of the cost of my flight and associated change fees. On the scheduled date of April 4, 2024 with Volaris, I had a confirmed reservation for a flight departing from *********** to *********** at 6:10 am. Arriving at the airport three hours prior to departure, I had completed virtual check-in procedures and prepaid for baggage and other applicable fees as required for US citizens. However, upon arrival at the airport, I was misdirected to an incorrect queue despite having already completed the check-in process. Subsequently, in an attempt to rectify the situation, my children and I exited the line and endeavored to utilize the self-service check-in kiosk, yet encountered technical difficulties preventing successful issuance of boarding passes. I possess video evidence wherein an attendant (picture included) acknowledges the completion of our prior check-in. Regrettably, due to these circumstances, we missed our scheduled flight, necessitating the procurement of alternate tickets incurring additional fees. I intend to formally address the issue of deficient customer service and inaccurate guidance provided by **************** (Volaris Supervisor) It is imperative that I am duly refunded for the expenses incurred as a consequence of these circumstances.

  Business Response

  Date: 04/05/2024

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

  We are writing in reply to BBB case number 21529378.
  
  We would like to confirm that in service to our clients and for one time exception we supported you by refunding itinerary fee change for an amount of $ ****** USD to original payment method. You will be able to see it in your account during the next ***** business days.
  
  Booking: GEGYYG
  Route: GDL-SAT
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:04/03/2024

  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 ****** I purchased three roundtrip tickets with seat selection 12A, 12B and 12D on Booking #B8KJJF. total cost was $1289.73. On the following day i received an email stating my seat selection could not be confirmed. I was able to purchase the same seats online through Volaris. The seats had increased in price from $72 total to $157.94. I paid more than double the price. Then on December 1st 2023 at check in, Volaris showed there was an outstanding balance of $157.94. I spoke to a representative over the phone and they said i had to pay the balance or i would not be able to fly, so i did. When i returned called Volaris and they refered my to my credit card company. My credit card company denied the claim because more than 60 days had transpired. The communication with Volaris is horrible. I email tuexperienceia and online it states they will answer in two days but it takes them 3 weeks to answer. So now my credit card cant reimburse the second charge and Volaris basically took $157.94 and an additional $85.94 becuase the seats were originally $72dls. I have scann with backup paperwork but it exceeds 5mb, let me know how i can send it to you, if needed.

  Business Response

  Date: 04/05/2024

  Dear ************************, 
   
  We are writing in reply to BBB case number 21523937. 
   
  We would like to confirm that based on our system and a after a validation with our revenue assurance a chargeback bank petition was received, this charged back petition still open with your bank for a resolution, we suggest to verify it directly with your bank institution.
   
  Booking: B8KJJF
   
  Thank you for your understanding.
   
  Sincerely,
  
  Volaris Customer Resolution
  

• Initial Complaint

  Date:04/02/2024

  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.

  I purchased several plane tickets to travel with the family in December. Unfortunately, one of the family members is not able to travel within the same days that everybody else is traveling when the tickets were purchased, we purchased the here that had unlimited changes and had the option for a refund when I contacted volaris to make the changes the representative mention that we were not allowed to make those changes to the reservation he recommended to get a voucher and purchase the ticket. I follow the instructions for the voucher five days later I received the voucher I tried to purchase the ticket in the system doesnt allow me so I called back once I called back. The representative is that I only have 90 days to make the purchase and 90 days to travel. I tried to contact the customer service to resolve the issue as they knew that I wasnt traveling within the 90 days and I had purchased tickets for December 2024. The representatives were unable to assist and were unable to provide me with any other options. At this point ** losing my money and the person whos traveling doesnt have a ticket anymore .

  Customer Answer

  Date: 04/03/2024

  
  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:04/02/2024

  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.

  Nos dijieron que no podamos abordar nuestro vuelo. Y no sala hasta las 9:52am discutiendo con el agente y despus nos dijo que tenamos que esperar hasta que el vuelo se fuera para que nos dieran otro boleto y tiniamos que pagar. Por el vdeo pueden ver que falsifican la hora en sus recibos y su systema para decir que el vuelo fue perdido y pon prdida de vuelo en el recibo por nuevo cargos. Pueden ver que con un search de que hora es en la internet es ms ******** de lo que dice el recibo y puede ver el da y hora.

  Business Response

  Date: 04/12/2024

  Dear *******************************, 
  
  We are writing in reply to BBB case number ********.
  
  We would like to inform you that based on the information previously provided and registered in our system, boarding was not denied; unfortunately,your luggage was damaged at the check-in process and was not possible to board flight Y4 3000 TIJ-CUL on April 02nd, 2024, in service to our clients and for one time exception we supported with an itinerary change with no cost to the immediate next flight. Subsequently, passenger did not show up on time to check-In process for the provided flight Y4 3002 TIJ-CUL on April 02nd,2024, for this reason we supported by generating an itinerary change to flight Y4 3004 TIJ-CUL on April 02nd, 2024 only paying the fee change, no fare difference was charged.
  
  We confirm that passengers must show up at the airport counters with at least 120 minutes before the flight departure and at least 60 minutes before at boarding gate.This information appears in your confirmation itinerary, it is specified at the bottom indicating the times for the arrival at the airport.
  
  Booking: SFS68Q
  Route: TIJ-MLM-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 21519417
  
  I am rejecting this response because:
  Todava haba tiempo de abordar pero el muchacho de la no nos dej abordar y dijo que tenamos que esperar ya que el tiempo del vuelo pase para poder cambiar a otro vuelo obviamente al hacernos esperar hasta que el vuelo que tenamos se fue y hacernos el cambio ya en el systema aparece que llegamos tarde. Y su systema tambin tiene la hora incorrecta en el recibo que recibimos ya despus de haber cambiado al nuevo vuelo tiene la hora adelantada. En ajunte est el vdeo que busco en la internet le hora que es en ******* y lo que reflejaba el recibo y no es la misma. Favor de revisar el vdeo ajunte el correo electrnico que made a **************************************** por que no me deja ***** video en esta pgina.

  Gracias,
  
  ***

  Business Response

  Date: 04/16/2024

  Dear *******************************, 
  
  We are writing in reply to BBB case number 21519417.
  
  We would like to confirm that after an internal investigation we confirm that we supported with an itinerary change with no cost to the immediate next flight, due to your luggage was damaged at the check-in process and was not possible to board flight Y4 3000 TIJ-CUL on April 02nd, 2024, however, passenger did not show up on time to check-in process for the provided flight and a second change with no cost was not possible, the corresponding fee change was correctly applied.
  
  We reiterate that passengers must be at boarding gate with the indicated anticipation at the time of their check-in and follow the indications of the airline staff in order board the flight. The passenger's failure to comply with these requirements releases Volaris from any responsibility.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:04/01/2024

  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 2/1/2024 I bought two flights from Volaris Airlines for vacation. There was a death in my family and had to buy two redeye flights back to *** with Volaris. I tried getting ahold of them through whatsapp and phone. NO LUCK. This was extremely stressful and with the family situation too. I thought being a big airline that they would understand. NOPE. I was told too bad so sad basically.

  Business Response

  Date: 04/11/2024

  Dear **************, 
  
  We are writing in reply to BBB case number 21514616. 
  
  We have made attempts to contact you by phone at the number ************** with no success.
  
  We understand that your travel plans can change unexpectedly. In service to our clients, we could support you by reintegrating the total amount of booking 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 base fare, taxes and additional services.
  Non-Transferable
  
  *Booking: Y9DLVY
  *Route: ***-***
  

  Passengers who purchase non-refundable tickets on a flight that is still being operated without a significant delay are not *********** a refund. A passenger is *********** 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.
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:03/31/2024

  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 canceled my tickets because they said they will refund me the full amount. Now they are telling me no that they will now give me my refund.

  Business Response

  Date: 04/03/2024

  Dear ********************, 
  
  We are writing in reply to BBB case number 21510142. 
  
  We confirm that we will be processing the refund of booking LDJH3G to the original payment method. This reimbursement will be reflected in your account in the next 7-15 business days.
  
  Route: ***-GDL-***
  
  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