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:03/06/2024

  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.

  I missed my flight due to the incompetence and rudeness of the personnel at the front desk. Despite arriving at the airport with plenty of time before our scheduled departure, these individuals were extremely slow and distracted, attending to other customers while neglecting my needs. After some time, they argued there was an issue with one of the tickets and informed me that they couldn't check in my luggage because the plane closed an hour before departure. This issue began there, and I was forced to carry my luggage with me or abandon it. We decided to carry our luggage with us. However, I encountered trouble at the security inspection due to some liquids I was carrying since this luggage was supposed to be documented (we paid for these services in advance). Finally, when I reached the gate of the plane, two ladies named ****************** and ******************** refused to allow me and my family to board the plane, arguing that I should abandon my luggage. However, they allowed someone else who was behind us to take the flight, which was completely unfair. They demanded that I abandon my luggage or they would not allow me to board the flight. I am requesting a full refund of the high fees I paid for the second flight, as well as compensation for the inconvenience of sleeping at the airport and taking an inconvenient flight. Due to the airline staff's fault, I am requesting a full refund of the service that I did not receive. Volaris is a fraudulent airline that should not be operating in *****************. Several pages are full with horrible customer service experiences like mine.

  Business Response

  Date: 03/23/2024

  Dear *******************, 
  
  We are writing in reply to DOT case number 21395512. 
  
  Following your case, we inform you that the passengers must show up at the airport counters with at least 180 minutes before the flight departure. This information appears in your confirmation itinerary, it is specified at the bottom indicating the times for the arrival at the airport, and in this case, being an international flight, an arrival time of three hours before the flight and 60 minutes before at boarding gate. 
  
  At the same time, we confirm the fee charge for next available flight MEX-GDL-OAK last March 02, 2024, was applied correctly, and we confirm flight was boarded.
  
  Refund for extra charges or expenses does not apply. 
  
  Booking: RIN6PX
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21395512
  
  I am rejecting this response because: that information is not correct. it was negligence of Volaris stuff.  Here is proof that they were having issues probably with the number of people boarding the plane and they attempted to change the flight two days prior to the departure date and we did not accept because we had to return before Sunday in order for us to continue to our familys schedule. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/26/2024

  Dear *****************,
  
  We would like to inform you that original flight Y4 200 MEX-OAK on March 01st, ************************************** oversold, it operated normally. After an internal investigation we were confirmed that passengers show up at boarding gate when flight was already closed, due to this situation next available flight MEX-GDL-OAK last March 02,2024, was offered and corresponding itinerary fee charge was applied correctly,unfortunately a refund for extra charges or expenses does not apply.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 03/27/2024

  
  Complaint: 21395512
  
  I am rejecting this response because: The airline is providing false information, and they failed to initiate an investigation when I initially contacted them. I clearly explained that flight attendants ****************** and ******************** denied me boarding the plane, despite allowing a passenger behind me to board. They cited that the single passenger was allowed because he was traveling alone, implying that my family of three was denied due to a lack of seats. One of these ladies was not only rude but also made fun of our situation, displaying unprofessional behavior and making sarcastic comments to other staff members about us. I remained there until the plane finally departed, approximately 40 minutes after being denied access. Volaris has repeatedly shown negligence and engaged in fraudulent practices, as evidenced by numerous complaints filed with various ***************** such as Profeco. 
  
  Sincerely,
  *************************
  

• Initial Complaint

  Date:02/29/2024

  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.

  Below are 2 distressing incidents that occurred during my recent travels with Volaris Airlines. These incidents not only caused significant inconvenience to ******* family but also raised serious concerns about the ************************** service standards of your airline.Incident #1: On 2/26/24, my ********** arrived at gate B12 in *********** at 4:35 AM for our scheduled flight at 4:49 AM. We were met with extreme ******************** from one of your attendants, who abruptly informed us the gate was closed. The attendant's demeanor was unprofessional, & she went as far as threatening us, stating that if we did not immediately pay $110 per person for the next flight, we would not be allowed to board any flights. This threat was deeply concerning & left us feeling intimidated & vulnerable, particularly as we were in a foreign country.I registered my complaint with a supervisor, I have doubts that it was documented, as promised. This same supervisor offered us refund & told us we would have to re-book with volaris online. He stated it was much more expensive if we chose that option. We felt COERECED into paying the extra fee with volaris. We did not have time to investigate other airline fares.For 3 people final payment to volaris was ****** MXN pesos ($909.66 USD) for flight RHGCYN and for 1 person it was $776.06 for flight PJYSPH.Incident #2: We arrived to board plane 2/27/24 in *********** which was scheduled for gate C37. Minutes before boarding time (4:04 AM) volaris made all passengers walk from one end of the airport to the other end to board on gate A2. Passengers had to wait outside in FRIGID temperatures to board the plane. Take off was not until 20 to 30 minutes after scheduled departure of 4:49 AM. Not only did all passengers have to walk across the ENTIRE airport, but we all had to wait outside to board the plane & the plane took off after the scheduled take off time.It is disappointing that despite these ***************************** passengers have not received any form of compensation or acknowledgment from Volaris. This lack of accountability only exacerbates the ***************************** experienced by customers.As a result of these incidents, my ********** incurred additional expenses, including accommodation ($77.77), meals ($67.34 & $600.00 MXN ******* **************** (car rental $45). We are therefore seeking monetary compensation for the stress, mistreatment, inconvenience, & financial burden caused by Volaris' mishandling of these situations.

  Business Response

  Date: 03/22/2024

  Dear *****************,   
  
  We are writing in reply to DOT case number 21367226. 
  
  Following your case we inform you that the passengers must show up at the airport counters with at least 180 minutes before the flight departure. This information appears in your confirmation itinerary,  it is specified at the bottom indicating the times for the arrival at the airport, and in this case, being an international flight, an arrival time of three hours before the flight and 60 minutes before at boarding gate. 
  
  At the same time, we confirm the fee charge for next available flight Y4 5358 GDL-***  last February 27th, 2024,  was applied correctly, and we confirm flight was boarded.
  
  Refund for extra charges or expenses does not apply. 
  
  We regret the inconveniences in which you tell us that you received a bad attitude service from our staff at airport, we are working to provide you with the quality of service you deserve, we appreciate your comments.
  
  Booking: RHGCYN
  Route: GDL-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21367226
  
  I am rejecting this response because:

  1. We arrived on time to board.

  2. Volars representative threatened myself and family members we would not leave the country if we did not immeasurably go downstairs to pay the extra fee therefore we were coerced into paying an extra fee.

  3. Plane on 2/27/2024 left late and no customers were reimbursed for volaris error.

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

  Business Response

  Date: 04/05/2024

  Dear *****************,  
  
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that after an internal investigation, we were confirmed passengers show up late at the boarding gate,when flight was already closed. We confirm it is the passenger obligation to arrive on time for an international flight. Unfortunately, requested refund for extra charges for expenses does not apply.
  
  At the same time, we confirm flight did not presented a significant delayed for more that 15 minutes, however, this does not mean that the client does not comply with arriving on time to board the flight.
  
  Booking: RHGCYN
  Route: GDL-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21367226
  
  I am rejecting this response because: Hello,

  The complaint was not resolved. The volaris records are false. The plane took off more than 15 minutes after scheduled take off time and volaris threatening stance did not allow us as passengers to seek another airline the previous day. We were told if we did not book with them immediately we would not get on a flight back home then when we complained to the manager and he said he could refund us our money but we would have to pay double when we decided to rebook.

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

  Business Response

  Date: 04/16/2024

  Dear *****************,  
  
  We are writing in reply to BBB case number 21367226.
  
  We would like to reiterate that after an internal investigation, passengers show up late at the boarding gate, when flight was already closed. In order to carry out the process of documentation, boarding process and follow the instructions of the airline staff, we confirm it is the passenger obligation to arrive on time for an international flight.
  
  At the same time, we confirm flight did not presented a significant delayed for more that 15 minutes, however, this does not mean that the client does not comply with arriving on time to board the flight.

  We confirm requested refund for extra charges for expenses does not apply.

  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:02/27/2024

  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.

  Purchased roundtrip tickets Mex City>OAK and back, 2/14/24 to 2/21/24 (reservation B96UVF). We couldn't board back because it was "too hot, need to limit weight". Staff was rude in explaining their boarding issue when questioned, told us next available flight that Friday, 2 days later! Obviously we were angered, and sooon enough, he threatened to have us ejected from the airport, not before t Mockingly telling us to "have a good day"as we walked away. His name was *****. We asked for supervisor, none arrived, so we spoke to the ****** of ******* Prosecutor for the Consumer and they too offered no solution other than take a refund (paid in 2-3 weeks) or wait for their Friday flight, with paid hotel and meals while we wait, something none of the Volaris staff even mentioned. We didnt find available flights through other airlines that day, and any for next day were beyond our current budget, so we took their offer. Furthermore, the new flight booked for Friday had different seats, although I had already paid for seats. This extended wait resulted in financial losses, aside from missing a funeral and my son's band rehearsals. We are demanding reimbursement for our losses which include the following:1)seat purchases for return flight: $43.96 USD 2) husband's wage loss for 2/22/24 and 2/23/24: $372.74USD 3)$620MXN pesos worth of food bought in ****** that went bad during the 2-day delay (cheese, baked goods)4) $460 MXN pesos ********************* out of pocket: feminine hygiene products, water bottles, medication (cough syrup/tylennol for child). 5)Emotional distress caused (missing a relatives funeral), reasonable compensation for the inconveniences caused and disrespectful treatment should be offered, and NOT in the form of flight vouchers, as we will NEVER fly with Volaris ever again.If receipts are requested in order to reimburse us, we have none as most stores we purchased our items from do not provide receipts. Volaris can very well verify costs themselves.

  Business Response

  Date: 03/12/2024

  Dear ************************,   
  
  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences for flight affectation 200 MEX-OAK last February 21st, 2024, we would like to confirm that due to this situation an itinerary change was applied to travel in the next available flight Y4 200 MEX-OAK last February 23rd, 2023, we confirm flight was boarded. We also confirm that food and hotel accommodation was provided at ************************* to our clients, we could support you with a compensation of the 25% of affected flight in electronic credit for future transportation with Volaris ($ ****** USD) in case that you consider to accept our proposal, the electronic credit would have the following characteristics:

           Valid for multiple purchases
           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, airlines are not required to reimburse you for any trip costs affected by the cancelled flight.
  

  Booking: B96UVF
  Route: MEX-OAK
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

• Initial Complaint

  Date:02/26/2024

  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 submit this complaint so that the flying company is responsible for the damage of my baby's cart since on the flight we had from *********** ****** to ******** ** They broke the part of the cart where the base where we put the baby is stuck and we made the report with the person in charge at that time and he told us a report and offered us an amount that was not satisfactory and we tried to communicate with other complaints departments from the same company and we did not succeed that's why we are going with BBB to choose your help and be able to get the complete piece recovered. They will get the documents and photos of the damaged piece and what we want them to give us the piece and we don't want any credit for future flights we want the piece to be able to use it for my baby

  Business Response

  Date: 03/28/2024

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

   

  Validating this case, we confirm due to damaged stroller Volaris made an agreement with customer by reintegrating cost of purchase of new stroller, for an amount of $ ****** USD through a wire transfer, once we receive the requested bank information from ******************, we will start the process and it will be able to see it in her account during the next ***** business days and also we will be sharing the corresponding transfer receipt.

   

  Customer Answer

  Date: 03/31/2024

   
  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:02/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I flew from ******* to *********** and when we arrived to *********** my luggage was broken. I had just purchased the luggage, in fact, it still had some plastic wrap over some parts and it had a built in scale, so it was not the typical luggage. I filed the claim in the airport attached (Volaris-Damaged Bags) and was told at the airport that everything was submitted and to call to find out the status of the claim. I was able to email a representative and provided the document that they gave me at the airport and other forms/information that he requested. I was then told that I would be receiving a credit that I could use for future flights, but I told him that I have had numerous bad experiences with the airline and that I would probably not fly with them again and that I wanted a refund back to my credit card. I told him that I would need to purchase another luggage and preferred to get a refund. He answered back with, I am sorry that you do not agree with our credit, but you need to provide the document that they gave you at the airport. I explained to him that what I had emailed him was the document they had given me at the airport and asked for a refund again. He answered back with I am sorry you don't agree with our credit, we will close the case now. I want a refund, they broke my luggage, I have provided them the claim form. I would appreciate a refund for my personal property that they destroyed. Thank you

  Business Response

  Date: 03/13/2024

  Dear *******************,
  
  We are writing in reply to DOT case number 21329381. 
  
  Please accept our sincere apologies for the inconveniences you may have experienced in respect to your luggage in your flight 426 TIJ-GDL last February 28th, 2023, reservation code AJ5T3B. 
  
  In order to continue and validate the situation, we are pending in receive the following documents: 
  
  1. Luggage claim form (Signed by client and dated). 
  2. Official identification, current and with photograph.
  3.Tickets or receipts.
  4. Pictures of damaged. 
  5. PIR (blue sheet or report provided at the airport).
  
  We offer a sincere apologize for the inconveniences.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21329381
  
  I am rejecting this response because: I have already provided all this information to the prior customer service representative and attached the notice they gave me at the airport with this complaint.  If this is not the notice that I was supposted to have received, how am I supposed to fly back to ****** to get the correct paper they should have given me.  If they accept the form i submitted with this complaint, I can provide the other documents they need (although they should already have pictures of the damaged luggage, my ID) they got all this at the airport!!!!  How can I have a claim number and be assured at the airport that nothing else was needed, makes no sense; horrible customer service!!!!!!
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/05/2024

  Validating this case, we confirm due to damaged luggage Volaris made an agreement with customer by issuing a compensation for an amount of $ ****** USD through a wire transfer, once we receive the requested bank information from ****************** we will start the process and it will be able to see it in her account during the next ***** business days and also we will be sharing the corresponding transfer receipt.
   
  Given this, we ask for your support to remove this complaint from the unresolved cases, and any questions or additional comments in this regard we remain at your service.
   
  Best Regards,
   
  ***********************************
  Volaris Customer Resolution

• Initial Complaint

  Date:02/21/2024

  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.

  On Jan 2nd, 2024 (Volaris Reservation LYGK4P) my family and I were traveling to *********** ******. Upon arrival we were informed by the check-in agent that our flight was cancelled and would have to wait for the next flight. The agent said we would receive a $200 reimbursement for each ticket (total of 3) via email. He said we would automatically receive the emails with our vouchers. We have been waiting for the email, but never received any email from Volaris. Today I called Volaris customer service and was informed that my voucher had expired. I was told to submit a ticket here through volaris my experience to have the voucher reissued since I never received it. I never received any email or notification from Volaris on what to do for the refund. I submitted a ticket as instructed by Volaris customer service. The person handling the ticket responded that they could not credit anything since I did not use the voucher withing 30 days as per their policy and closed the ticket. This is not satisfactory resolution as they never sent anything at all. No email with refund or instructions on how to claim. Nothing. The check-in agent at the airport simply said to "wait for the email." We waited and received nothing. It is not my fault that i did not use a credit voucher since i never received any.

  Business Response

  Date: 02/28/2024

  Dear ********************,
   
  We are writing in reply to BBB case number 21327664. 
   
  We regret the inconveniences, and we would like to confirm that we have issued new electronic credits, it is important to consider that if the credit has not been used before marked date it will be lost and may not be used.  The electronic credit information is sent to the email address registered in booking.
   
  Booking: LYGK4P
  Route: ***-GDL
   
  Thank you for your understanding.
   
  Sincerely,
  
  Volaris Customer Resolution

  Business Response

  Date: 02/28/2024

  Dear ********************,
   
  We are writing in reply to BBB case number 21327664. 
   
  We regret the inconveniences, and we would like to confirm that we have issued new electronic credits, it is important to consider that if the credit has not been used before marked date it will be lost and may not be used.  The electronic credit information is sent to the email address registered in booking.
   
  Booking: LYGK4P
  Route: ***-GDL
   
  Thank you for your understanding.
   
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:02/21/2024

  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.

  I booked a flight February 2023 to fly august 2023. When I get to the airport 3.5 hours before my international flight I am trying to check in to the flight because all my previous attempts werent working due to there not being signal where I was staying. Thats why I got to the airport a little earlier and the app was not loading I asked a few employees for help and I asked if I could just pay the fee to have someone check me in and print my boarding passes and they were extremely rude and told me to move to the side and keep trying on my own. What ended up happening was 2 hours before the flight the employee said the plane was already full. I wanted my refund as I had to figure out another way home in order to not lose my job and I talked to a lot of employees that were not helpful at all. They ended up switching my flight to a different date (2 weeks from then) without my approval and told me to continue calling the phone number to their airline for a guaranteed refund. Every person I spoke to on the phone denied it and I went online and submitted the request for refund. After a lot of back and forth they said theyd give it me if I sent identifications and signed a form. I sent everything they asked for and they to this date have not refunded me my money. I reached out and they said they had deposited into the account in Decemeber and that was not true. They asked me to send bank statements . I sent them showing there was no refund made. They keep telling me there waiting for the proper department to send the receipt to the refund they made. After I showed proof that there was no transfer of payment. They keep going in circles and its been months and yet no refund.

  Business Response

  Date: 03/08/2024

  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: 03/10/2024

   
  Complaint: 21323378
  
  I am rejecting this response because:
  They have been saying they have been waiting for a receipt for about almost 2.5 months. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/13/2024

  Dear **********************,
  
  We are writing in reply to BBB case number 21323378. 
  
  We would like to confirm that the corresponding refund of flight DGO-*** was applied trough a wire transfer last December 05th, 2023. Attached you will find the corresponding refund receipt; we recommend you verify it directly with your bank institution.
  
  Booking: C8V6PS
  Route: DGO-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:02/15/2024

  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.

  On February 13th, my Husband and I were involuntarily denied boarding to our flight with Volaris Airlines from ******* to ******. We were told at the gate when we were attempting to board the flight that we would not be able to get on the plane. In the process we were also verbally abused by one of the Airline representatives at the gate, who made homophobic remarks about both of us and said, "I don't care what you say, I am not letting you faggots on this plane." We were then told to leave or she would call security. Later I reached out to ***************** over the phone they told me that this is not ground to receive a refund. We lost the money for our hotel, our prepaid transportation once we made it to ****** and the money we spent on our appointment to meet with the Venezuelan embassy (the reason for the trip). I only asked for Volaris to give us a refund in the amount of $1121.32 which is what we paid for the flights.

  Business Response

  Date: 03/08/2024

  Dear ****************, 

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

  Sincerely,
  

  Volaris Customer Resolution

• Initial Complaint

  Date:02/13/2024

  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 booked a flight on 4/26/23 FDV2VT Total charge should have been $607.59, I was charged $427.73 twice for a total of $855.46. I put a claim in with my bank for the duplicate charge, they reversed 1 charge of $427.73 to look into it. 4/27/23 Volaris gave me a credit of (******). My Bank reimbursed Volaris the $****** 6/2/23, but once I disputed my charge with my bank Volaris cancelled my reservation, so now I am out the $427.73. With no flight So with them cancelling my Reservation I booked a new reservation, IG2QJN.I have filed several Complaints to look into this on their Tuexpernia #******* Attachment uploaded shows the In/Out of my credit card, And a letter showing me they confirm they owe the refund. But they mention something about not having my payment method to make the refund. (my card was lost in ******). I asked them to mail me my check, and they only keep saying I need to validate with the bank. All I am asking is for a refund for a flight they cancelled

  Business Response

  Date: 02/16/2024

  Dear ******************, 
  
  We are writing in reply to BBB case number 21288035. 
  
  We would like to confirm that after a validation with our revenue assurance area, a charged back petition was made by the client for an amount of $ ****** USD due to a doble charge and the this came out in Volaris favor, however a partial refund was applied last April 25th, 2023, for an amount of $ ****** USD to original payment method.
  
  Due to received charge back flights were removed from booking FDV2VT, so we will continue to with refund of $ ***** USD trought a wire trasnfer to the provided account number. This reimbursement will be reflected in your account in the next **** business days.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  

  Customer Answer

  Date: 02/19/2024

   
  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:02/12/2024

  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.

  My uncle, ************************************, was given an electronic voucher due to a flight delay. His flight was on Jan 26, ****. We were given this electronic voucher via my email on the same day for the amount of ****** MXN ($24.59 USD). We booked his return flight for Feb 22, **** (reservation code CFF43N) and used the voucher to cover part of the base fare which was $109.92 USD and paid the remaining balance with his **** debit card. We attempted to purchase a checked bag after the reservation was booked but kept getting errors on the app and website so we called customer service. After multiple attempts to get through to someone, we were told we cannot add on a checked bag since we used the electronic voucher as a form of payment. They said the only resolution was to purchase one at the time of check in, which would cost us more. The volaris agent refused to transfer the call to a manager, arguing that the manager would give us the same information. This is very upsetting because we used the voucher only to pay part of the base fare and no where in the electronic voucher fine print does it say we cannot purchase a checked bag after using it. This makes no sense and we would like for volaris to allow us to purchase a checked bag, which we would be using our **** debit card to purchase. Their electronic voucher terms are extremely unfare and are not communicated properly to consumers. Never accept electronic vouchers from this airline, it creates so much inconvenience!

  Business Response

  Date: 02/16/2024

  Dear ******************,
  
  We are writing in reply to BBB case number 21284749.
  
  We would like to confirm that we supported you by adding documented luggage in booking CFF43N with corresponding fee charge.
  
  We regret any inconveniences or miscommunication may have been provided to you.
  
  Sincerely,
  
  Volaris Customer Resolution