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:03/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning, originally a bought tickets to travel ********** to ******** ( ******) round trip, departing 04/03/2024 and returning 04/08/2014 Departing time was changed first time with difference in minutes a couple of times, then Volaris changed my departure date to 04/07/2024 to return 04/08/2024 with this decision Volaris destroyed my plans I called them to refund my payment and Volaris refused to , they told me airline voucher credit is the only thing I am entitled, price to fly those days are increasing and dont have my money refunded yet to buy a more expensive ticket, please help me.Confirmation # ZB2C7C.

  Business Response

  Date: 03/28/2024

  Dear **********************,
  
  We are writing in reply to BBB case number 21492660. 
  
  We confirm that we will be processing the refund of booking ZB2C7C to the 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

• Initial Complaint

  Date:03/23/2024

  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.

  3/17/24. Volaris oversold the flight even sending me an email on 3/11/24 to change the flight in exchange for 400mx pesos. I declined. I showed up to the airport approximately 1.5-2 hours early and was waiting and they wouldn't let me on the flight. Agent was disrespectful and rude and lied, saying our plane already left, as they were still boarding.I want compensation for the flight, the hotel I had to pay for and the new flights. If Volaris does not compensate me with money (not a flight credit as I will not fly Volaris again), I will be taking them to small claims court. I am requesting $964.07 for this incident. Receipts will be provided upon request.

  Business Response

  Date: 03/27/2024

  Dear ***************, 

  We are writing in reply to BBB case number 21477075.

  We confirm that due to flight affectation Y4 5321 ***-*** last March 17th, 2024, we will proceed with corresponding flight refund to original payment method on file.
   
  In service to our clients and according with corresponding compensation policy, we could support you with compensation of the 25% price of the ticket in electronic credit for future transportation with Volaris;  in case you decide to accept this 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) 
  

  Refund for extra charges or expenses does not apply.
   
  Booking: IK7CNR
  Route: CUN-***
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21477075
  
  I am rejecting this response because I lost a significant amount of money not including the time I had to take off of work due to Volaris careless mistake of knowingly overbooking the flight. 
  

  I will be taking Volaris to small claims court. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/28/2024

  Dear ***************,  
  

  We are writing in reply to BBB case number 21477075.
   
  We confirm that due to flight affectation Y4 5321 ***-*** last March 17th, 2024, we will continue with corresponding flight refund to original payment method on file.
   
  In the event of overbooking or cancellation of flights (due to causes attributable to the airline), the provisions of the applicable legislation in the country of the flight of origin operating the segment in question will apply, in accordance with the following, In cases of flight cancellations or overbooked flights, at the passenger's choice, the following shall apply:
  
  I. Refund the price of the ticket or the proportion corresponding to the part of the segment not made.
  II. Offer with all the means at its disposal, substitute transport on the first available flight and provide at least free of charge the services of telephone or cable communication (access to telephone calls and sending emails) to the point of destination, food in accordance with the waiting time until boarding on another flight; hotel accommodation at the airport or in the city where it is required to stay overnight and, in the latter case, ground transportation to and from the airport.
  III.Transport at a later date convenient to the same passenger to the destination in respect of which boarding was denied.
  
  In the cases of sections I and III above, the airline shall also cover an indemnity to the affected passenger, which shall not be less than 25% (twenty-five percent) of the ticket price or of the unused portion of the flight.
  

  ******************************************************************************************************************

  We confirm we are complying with the above with the refund process and offering the applicable 25% compensation.
  
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21477075
  
  I am rejecting this response because I was not offered anything per your compensation policy. I checked in prior to my departure and reported to my gate. I lost a lot of money due to one agent literally refusing us from boarding the flight regardless of the flight still being present at the airport and boarding passengers. We were present.

  More importantly, I was not offered a free flight for a later date (which would have been that Thursday). I was offered a flight Thursday but was told by the female agent at check in that I would have to pay money.

  Your employees did not properly follow Volaris guidelines during this process, which is why I am not settling with this claim. They were incorrect regarding their procedures. Had they followed rules and regulations per Volaris, perhaps I would consider one of the options presented, but that is not the case.

  If you have a better offer please present it to me, otherwise I will follow through with my decision to take Volaris to small claims as I will receive much more rightfully deserved compensation there.

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

• Initial Complaint

  Date:03/22/2024

  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.

  My family and I had a Volaris round-trip flight scheduled to depart from HMO, ******, **, to ***, ********** on 3/10/24 returning on 3/20/24. Flying as ** citizens, I provided my passport information to check in for my flights which was a smooth enough process. However, upon check-in for our return flight, we encountered a system glitch that was requesting that we provide ******* paperwork such as INE or Mexican passport, etc, or that a fee would be charged. I know this requirement to be false as I talked to ******* immigration before my departure and ********** immigration upon arriving and they assured me that all I needed was the ***** de ********* Multiple on the way out of MX and just a stamp on my passport on the way in. Regardless, I was willing to pay whatever fee just to check in and get my boarding passes but I could not bypass the requirement for ******* documents. I called Volaris right away and the first agent (2:42pm) suggested that I go directly to their website to check in and that this would fix the issue but it did not work. The 2nd agent (3:****), assured me that I was registered as a US citizen traveler and that the system shouldn't be requesting ******* documentation. They suggested I go to the airport to get it figured out and to take a screenshot of the glitch so that all fees related to checking me in and providing physical boarding passes are waived. We drove 1hr away to the airport only to be told that their counter had just closed and to come back tomorrow. The next day we arrived and found no one at the counter yet, however, we attempted the self-check-in machine which allowed us to check in and choose our seats free of cost, however, this was only for the first flight. The connecting flight was worth 300 pesos per person. With 4 people in my reservation, our total was supposed to be ***** pesos, however, I was charged ***** pesos or $242.30 dollars. I would like the totality of this charge reimbursed as this was a VOlaris system issue.

  Business Response

  Date: 03/27/2024

  Dear ****************************************,
  
  We are writing in reply to BBB case number 21473800.
  
  Regarding this claim, in which you report that Volaris charge you for an extra fee tax, we would like to inform that after a validation the corresponding tax (Non-resident tax- DNR) in booking WYTRWS was not applied at the moment of purchase process; We confirm that if passenger is presenting a foreign ID, the corresponding Non-resident tax- DNR must be applied, the charge was correctly applied for an amount of $ ****** MXN per passenger. The requested refund does not proceed.
  
  In case you made the purchase through an agency, it is necessary to validate the purchase and requested refund directly with them.
  
  Booking: WYTRWS
  Route: ***-MEX-HMO
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21473800
  
  I am respectfully rejecting this response because your claim is incorrect. As you can see in the evidence attached I was charged the *** fee per each passenger upon booking. As a matter of fact, if you attempt to book any flights flying from ****** to any other country and select ** nationality in the system it will then ask "do you have supporting documents of temporary residence in ******?" once you select "No" you will then be told that the *** tax will be added to you account. You literally can't book your tickets without paying that tax first. I kindly invite you to try it yourself and see that is not possible to book without paying it first.
  
  Now, to the original issue, I booked my tickets as a ** Citizen, I paid the tax as shown on the screenshot and your system would not let me check in without proof of ******* residency. This was a system glitch as I should have been able to check in with my ******** Passports without a problem. Volaris costumer service confirmed this and you can check your recordings for 3/19/24. Now, due to this glitch I had to pay $300 pesos per person so how did I get a $4068 pesos charge? Does Volaris' system allows these charges without consumers approval or breakdown for said fees? These business practices are shady and absolutely unacceptable. I am submitting all my evidence and I would like a reimbursement for the total amount not only because I already paid for the *** fee but because the $300 pesos per passenger charge was due to being unable to check in with my passports.

  Thank you for your time and consideration in this matter.

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

  Business Response

  Date: 03/29/2024

  Dear ***********************, ********,
   
  We are writing in reply to BBB case number 21473800.
  
  We want to confirm that at the purchase process, at the time of entering the passenger's nationality data, if *** nationality is chosen, the option is immediately provided for the client to indicate whether he or she has a document proving temporary or permanent residence in ******, if the client selects no, the *** tax is automatically added to the reservation, which the ******* government requests from foreigners without permission to carry out paid activities. If the client selects that they do have the document, they are warned that this passenger must show to check-in and at the airport a temporary or permanent residence document in ******, if he or she do not do so, he or she will pay the *** tax requested by the ******* government.
  
  We would like to inform that corresponding Non-resident tax- *** was correctly applied for an amount of $ ****** MXN per passenger, added and paid at airport last March 20th, 2024, as well seat assignment for flight ***-***-HMO were applied, paying a total amount of $ ******** MXN, we confirm requested refund does not proceed.
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution
  
  

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21473800
  
  I am rejecting this response because as I previously mentioned, myself and every member of my party was traveling as a ** citizen and as such we were automatically charged the *** tax fee UPON BOOKING. I am not sure where the misunderstanding is since I am providing screenshots with proof that the fee was paid. In addition, you can try to book these flights on your end and you will see that when you book as a US citizen you have to provide the passport numbers per each passenger and pay the additional fee. If the person booking claims to have legal Mexican residency they still would have to provide a passport number, a birth certificate number, and INE or other documents which myself or any of my family members possess. Further proof that I could not have bypassed this requirement. I repeat, I traveled as a US citizen and as such, I provided passports numbers upfront which in turn made my total more expensive due to the *** tax. Additional proof that we traveled as US citizens is that upon boarding my flight from **** to *** I was required to provide a ***** de ********* Multiple which was retained by Volaris staff. If I had selected that I had legal Mexican residency this would not have been a requirement for me to fly, further proof that I flew as a US citizen and as such I was charged by Volaris upfront. If you are interested in doing this right by your customer you could also pull the call recordings from 3/19/24 at 2:42 pm, 2:51pm and 3:**** where your agents admitted that your system was experiencing a glitch and that is why I was unable to check myself in through the app. They also reassured me that it shouldn't be asking me to provide Mexican documentation as I was flying as a US citizen. The evidence is clear:

  1. Volaris experienced a system issue that did not allow me to check in because it requested Mexican documentation that I did not have because I booked my flights as a US citizen and paid my *** fees accordingly UPON BOOKING. There is literally no way around it.

  2. The only way to "check-in" was to force me to buy my seats before the flights became oversold and I was left stranded in another country. Upon buying my seats I was overcharged for something that was already paid for.

  3. I should not have had to buy my seats to begin with when the whole reason I could not check in was due to your system's error.

  I have provided enough proof to clarify this issue. I respectfully ask for a full refund. It has been 12 days and you have wasted every opportunity to make this right by your loyal customer of 6 years.

  Thank you for your time.

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

• Initial Complaint

  Date:03/21/2024

  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.

  ****** was booked round trip from ***-CUU Jan 13- Jan 23, 2023. I flew into ****** with my ******* passport. Flying back with my ******* passport was not accepted by Volaris Airlines. I have dual citizenship (****** and ***). I was instructed that I would not be allowed to fly into *** with a ******* passport. I have flown in and out of the *** with my mexican passport numerous times. I even showed them my documents to show my dual citizenship and even my retiree military veteran identification. They refused and I had no choice to make my way across the border on my own risking getting kidnapped, trafficked or assaulted. They provided no assistance. I had to take an uber to a bus station, take a 4hr bus ride, uber to a car rental, and rent a car and drive 8hrs home. After finally getting home I contacted them to get a refund and they state I never presented my mexican passport and I did. I have screenshots of the conversations (multiple) stating I just needed to show my mexican passport which I did and I was not allowed to board my flight nor have I been given a full refund. I presented the same passport that I flew in with that had been stamped.

  Business Response

  Date: 03/27/2024

  Dear ******************,
  
  We are writing in reply to BBB case number 21376162. 
  
  We would like to let you know that after receiving your complaint, we confirm client did not show up with complete and valid documentation, we confirm that the passenger has the responsibility and obligation to provide the documents that in accordance with the applicable laws are necessary for its legal admission in foreign countries. We confirm booking was acquired with a Mexican Nationality for a flight to *****************, the needed documents for foreigners to enter the ** are valid passport and ***** and for Lawful permanent resident valid passport and green card.
  
  In service to our clients, we support you by reintegrating the total amount of booking Z6T5SR in electronic credit for future transportation with Volaris, the electronic credit details were sent to email address registered in booking Z6T5SR.
  
  Booking: Z6T5SR
  Route: CUU-DEN
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 04/02/2024

   
  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:03/20/2024

  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 purchased a flight for my mother who is listed as the passenger for the flight. Her name is ***** De *********************************.Her reservation code with Volaris was MG7KSQ She arrived at her destination at ***********, ******* as planned on March 16th. However she learned that her luggage was missing. At the airport in *** she filed a report with Volaris in the form of a "Passenger Irregularity Report" (PIR). The case number listed on the form she was given is 397490.We have not been able to contact Volaris directly through any of the phone numbers on their website or the information provided by the Volaris employee at the airport. My mom had to travel 3 hours back to the airport to speak to someone. This individual told her to wait 3 days for an update. as of now now nothing has been received.I have filed an official complaint with Volaris today, March 20th, however based on their complete lack of customer support I am submitting this request to the BBB to assist in getting resolution in the matter.I request that Volaris follow up on the status of the missing luggage, as well as compensate costs associated with traveling all the way back to the airport to speak to someone. Additionally if the luggage ends up being lost, full payment for all items lost. We are working on putting together costs associated with the missing luggage as well as travel to and from the airport.

  Business Response

  Date: 03/29/2024

  Dear ******************,
   
  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences you may have experienced regarding your baggage claim.
   
  We understand that luggage was delayed and delivered, however, you reported a pilferage of items.  In order to continue and validate the situation it is necessary you to please send us the complete requested documents and a customer representative will be contacting you in order to provide you a final resolution.
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution 

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21463071
  
  I am rejecting this response because: 

  I have submitted the requested documents to Volaris so they can provide a reimbursement/compensation for the items that were stolen from the luggage. I am also going to repeat that I am also requesting volaris pay for the trips that were made to *********** as needed because of their lack of communication with my mom while her baggage was missing. Volaris has pushed back that they needed a proof of costs associated with the trip. As a result I have emailed both the identification requested and a receipt for the travel costs to travel to ***********. As of today April 3rd I am awaiting Volaris's response to how they intend to provide compensation. I am rejecting this response as the case is still pending and not resolved with Volaris.

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

  Business Response

  Date: 04/05/2024

  Dear *****************,
  
  We are writing in reply to BBB case number ********.
  
  Please give us the opportunity to review your case, a customer representative will contact you shortly.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:03/15/2024

  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 am writing to express my extreme dissatisfaction with the recent travel experience I had with Volaris Airlines. On December 30th (reservation P9K4FF) started our journey with a return on January 6th (reservation JHJIQK), my party of 10, including young children, flew Volaris Airlines from ******* to **********. We paid a total of $10,525.20. The journey was marred by a series of troubling incidents upon landing at ***** due to staffing issues of Volaris.Upon our arrival on Jan 7th at 1:20 am, we were dismayed to find that our stroller was not delivered at the gate as standard policy. We were told it was due to staffing shortages and would be delivered at baggage. This left us in a difficult situation, as we were forced to carry our tired kids while navigating through customs. At baggage claim within the secure area of customs. We had to wait a harrowing three-hour until Volaris Airlines finally managed to retrieve our baggage. During this unacceptable wait we did not have access to food or water within this customs area, leaving us and our young children stranded without basic necessities. This extended delay not only caused significant inconvenience but also compounded the issue of our missing stroller, leaving us to navigate the airport with exhausted children with no place to rest then the floor. The lack of communication and support from Volaris Airlines staff during this ordeal only added to our frustration and disappointment. The mishandling of our baggage and the lack of basic amenities within the secure area of customs has left us deeply dissatisfied and frustrated with our overall travel experience.I am requesting compensation for the total amount paid for the total amount paid.Regards,*************************

  Business Response

  Date: 03/27/2024

  Dear *****************,
   
  We are writing in reply to BBB case number 21437858.  
  
  We regret the inconveniences, in which you reported delayed from Volaris to deliver your luggage at airport in your flight last January 06th, 2024, ***-***. The requested refund for boarded flights does not proceed.
  
  We understand that Volaris' service failed to meet your personal expectations, 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.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21437858
  
  I am rejecting this response because: I am disappointment with the content of Volaris response.
  
  Firstly, the explanation provided does not accurately address the core issue of my complaint. While there were indeed delays with baggage delivery, the primary concern I raised was the absence of Volaris staff at the airport for an extended period, leading to significant inconvenience and distress for my party, particularly considering the presence of young children.
  
  Due to no staff being at the airport we were forced to wait three-hours for our baggage. The situation was exacerbated by the lack of basic amenities such as food and water within the customs area, my group and I faced unnecessary hardship. This directly contradicts the service standards and obligations outlined in the terms of our agreement with Volaris, which includes the provision of luggage services. The failure to fulfill this obligation is unacceptable, especially given the circumstances.
  
  Furthermore, the response from the Volaris representative who contacted me failed to grasp the essence of my complaint, focusing solely on flight delays, which did not occur. The issue is that Volaris had no staff on hand and so the response to my complaint was never addressed the issue of inadequate staffing and its repercussions. Such oversight is concerning and indicative of a lack of attention to customer concerns.
  
  In light of these factors, I respectfully request reconsideration of my complaint and a fair resolution. At the very least, I expect compensation equivalent to the cost of the affected leg of the flight.It is my hope that Volaris will take appropriate steps to rectify this situation and restore my confidence in your services.
  
  I look forward to your prompt attention to this matter and a satisfactory resolution.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/05/2024

  Dear *****************,
   
  We are writing in reply to BBB case number 21437858.  
  
  We regret the inconveniences, in which you reported delayed from Volaris to deliver your luggage at airport in your flight last January 06th, 2024, ***-***. The requested refund for boarded flights does not proceed.
  
  After an internal investigation we confirm that due to weather conditions and freezing temperatures, caused our supplier's Belt loaders to stop working, in addition to that, the airplane compartment froze and could not be opened, for this reason the delayed in the luggage delivery.
  
  In a gesture of goodwill, we offer to our clients an electronic credit for future transportation with Volaris for an amount of $ ***** USD per passenger in booking JHJIQK,  in case that you consider accepting our proposal,the electronic credit would have the following characteristics:
  

  *90 days to book (You can travel on the date and destination you prefer, as long as the flight is published).

  *Applies only for base fare.

  Thank you for your understanding.
  

  Sincerely,
  

  Volaris Customer Resolution

• Initial Complaint

  Date:03/14/2024

  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 Wednesday, 2/22/24 I purchased 5 one way flight tickets for myself and family form *********** to ******* on Wednesday, 4/3/24 @10:07PM-3:11AM with the cost of $18,861.00 MXN. On 3/1/24 Volaris sends me a text/Email about change of flight to Friday, 4/5/24 @7:30PM-12:34AM. They give the option to change flight, voucher or a full refund. I went onto the Volaris website to see if there were any flights for Wednesday, and to my surprise there were 2 direct flights to ******* just with different times. I was very confused as to why they even made the change to 2 days LATER when there were flights on that same day. I finally was able to call today 3/13/24 to make the change of the flight back to Wednesday, 4/5/24 as I have to return to work. I call at 7:51PM to confirm my steps & how to do so with the Volaris App on my phone. The App did not not work and he suggested I go online. I spent 9 minutes on a recorded phone call to be sure I was going to take the steps correctly. When I choose the date to change it shows "Error...seat selection" I tried to repeat this step about 6 times. The last time it "went through" but showed confirmation for Friday, 4/5/24 @8:30PM- I call back immediately with my phone log marking 8:10PM, to get a response of "You have to pay a fee to change it to Wednesday, since you already changed it." I explained about the error & to no avail. The fee of close to $700. I never received a NEW Itinerary sent to my email. Volaris is really good with sending any changes through email/text/ Which brings more confirmation that there was a glitch on the website. Along with the common sense of who would change a flight from 7:30PM to 8:30PM on the same day? It makes no sense or logic behind it. I spent 3 HOURS calling to speak to a supervisor. They would "transfer me", put me on hold & there system hangs up on after 15 min. I have screen shots of all of this as proof. AND no new email/itinerary. The only response I get is Pay the international fee.

  Business Response

  Date: 03/27/2024

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

  We are writing in reply to BBB case number 21431328.  
  

  We regret the inconveniences. We confirm due to the flight affectation in booking BDELHG, protection was provided to travel next April 03rd,2024, from GDL to ***.
  

  In service to our clients, we support you with a compensation of the 25% in electronic credit for future transportation with Volaris, the information credit details were sent to email address registered in booking.
  

  Booking: BDELHG
  Route: GDL-***
  

  Thank you for your understanding.
  

  Sincerely,
  

  Volaris Customer Resolution

• Initial Complaint

  Date:03/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight reserved departure was originally 04/04/2024 returning 04/08/2024 departure time was changed several times and understand that happens but this last time Volaris changed departure date to 04/07/2024 to return 04/08/2024 gave option to change flight or get refund, well took option of my money to get refund but it was credited to Volaris credit instead, I fly with this abusive airline no more I want my money in card where I made payment from and forget Volaris exit.

  Business Response

  Date: 03/14/2024

  Dear *********************, 
  
  We are writing in reply to BBB case number 21426117. 
  
  We confirm that we will be processing the refund of booking KYJYJC to the original PayPal 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: 03/15/2024

   
  Complaint: 21426117
  
  I am rejecting this response because:
  There is no compensation for the nightmare Volaris produced, they will only refund original payment and now I still need to get airplane tickets with price higher, and dont want Volaris credit I will never fly again with them.
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/25/2024

  Dear *********************, 
  
  We are writing in reply to BBB case number 21426117. 
  
  We confirm refund of booking KYJYJC to the original PayPal payment method last March 15th, 2024.

  In service to our clients, we support you with a compensation of the 25% in electronic credit for future transportation with Volaris, credit details were sent to email address registered in booking.
  

  Refund for extra charges or expenses does not apply, airlines are not required to reimburse you for any trip costs affected by the cancelled flight.
  

  Thank you for your understanding.
  

  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 03/26/2024

   
  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:03/10/2024

  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.

  Volaris refused boarding to plain because they will not accept my resident card extension letter, when asked for a refund since not allowed to board, Volaris stated to call when call for refund it was refused because they flight already took place. Volaris was malicious misleading if not allowed to board flight a refund or flight changed needed to be done at the airport but instead was given misleading information and lost the funds of flight. Volaris cannot keep my funds and not provide a service or resolution. This is elderly abuse.

  Business Response

  Date: 03/14/2024

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

  We are writing in reply to BBB case number 21412672.

  We would like to let you know that after receiving your complaint, an internal investigation was made and we were informed that passenger did not show up with complete and valid documentation, we confirm that the passenger has the responsibility and obligation to provide the documents that in accordance with the applicable laws are necessary for its legal admission in foreign countries.
  

  In service to our clients and based on the agreement with our representative, we support you by reintegrating the total amount of booking EE62YG in electronic credit for future transportation with Volaris, the electronic credit details were sent to email address registered in booking.
  

  Booking: EE62YG
  Route: DGO-***
  

  Thank you for your understanding.
  

  Sincerely,
  

  Volaris Customer Resolution

  Customer Answer

  Date: 03/15/2024

   
  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:03/10/2024

  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.

  3/9/10 We were informed my husband would not be able to travel with just his green card internationally from ***. The Volaris attendant stated that we would be able to fly from the ******* airport with his green card and had us pay an additional amount to obtain the tickets. We then were informed by the ******* airport that that was not true. My husband need Mexican identification to be able to travel within the country. We spoke with 5 different representatives . The first two stated that we could travel with his green card but when we made them aware of what the airport had state they back tracked and state that he would need an ID. The last individual we spoke to was a supervisor. We recorded the interaction. The supervisor state we may have given you false information but we will not be able to refund or give you credit.

  Business Response

  Date: 03/27/2024

  Dear ****************, 
   
  We are writing in reply to BBB case number 21412543.
  
  We have made several attempts to contact you by phone at the number with no success ************.
  
  We would like to let you know that after receiving your complaint, we confirm client did not show up with complete and valid documentation, we confirm that the passenger has the responsibility and obligation to provide the documents that in accordance with the applicable laws are necessary for its legal admission in foreign countries. We confirm booking was acquired with a *** Nationality for a flight to *****************, the needed documents for foreigners to enter ****** are valid passport and **** if applicable, foreigners must also present the Multiple Immigration Form, a.k.a tourist card or tourist permit, and your return ticket.
  An itinerary change was applied for a domestic flight, however, wrong information was provided about correct and required travel document for a domestic flight; due to this situation, in service to our clients, we could support you by reintegrating the total amount of booking SK8IKE in electronic credit for future transportation with Volaris, in case you decide to accept this 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)
  

  Booking: SK8IKE
  Route: ***-***
  

  Thank you for your understanding. 
   
  Sincerely,
   
  Volaris Customer Resolution