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:02/09/2024

  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.

  December 27 2023 Volaris charged $300.02 for luggage when I already had paid $170 for luggage. All I want is my overcharge I had asked for the refund of $300.02 but they said it was my problem. I have for a receipt and they have not responded. My reservation code isXY4F7S.

  Business Response

  Date: 02/15/2024

  Dear ******************, 
  
  We are writing in reply to BBB case number 21273690. 
   
  We would like to confirm that booking XY4F7S was acquired with Zero Fare,the baggage allowance for international flights with this type of fare, only included 1 personal object per passenger. In case passenger needs to add additional carry-on, additional baggage or if the baggage exceeds the maximum allowance, the corresponding fee must be paid. 
  
  We confirm client added documented luggage for flight MLM-SJC through the Volaris website and charge for $ ****** USD and was accepted and paid by the client las December 26th, at the same time we confirm client added carry-on luggage for flight MLM-SJC through the Volaris website and charge for $ ****** USD as well was accepted and paid by the client las December 27th. 
  
  Volaris assumes no responsibility for direct or indirect damages arising from the fact that a third party not authorized by the client achieves access to the personal information of the referred User.
  
  We confirm the fee paid was applied correctly and services were used, requested refund does not proceed. 
  
  Booking: XY4F7S
  Route: SJC-MLM-SJC
  
  Thank you for your understanding.

  Volaris Customer Resolution

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21273690
  
  I am rejecting this response because:they will not return the $300.02 which I did not authorize. I did authorize $170 on the December 27th when I did my pre boarding. I only had 2 luggage that weighed 49lbs each. They tried to explain but the explanation made no sense. I can not pre board before 24hrs so I couldnt do anything until December 27th. I just want what is right.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/21/2024

  
  Dear ******************,
  
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that according to our records and based on our system, client added carry-on luggage for flight MLM-SJC through the Volaris website and corresponding charge for $ ****** USD was accepted and paid by the client las December 26th, 2023, and documented luggage for flight MLM-SJC was added through the Volaris website and charge for $ ****** USD and was accepted and paid by the client las December 27th, 2023.
  
  Like we previously mentioned, Volaris assumes no responsibility for direct or indirect damages arising from the fact that a third party not authorized by the client achieves access to the personal information of the referred User, requested refund does not proceed.
  
  Thank you for your understanding.
  
  Volaris Customer Resolution

• Initial Complaint

  Date:02/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a plane ticket last May for flights I would be taking April 6th and April 9th of ****. The airline had to change the dates of the tickets and it made it impossible for me to take those flights because of my work schedule. So they offered to cancel my flight for a refund. Once I did that, the flight was cancelled, but then an error popped up on the screen saying the refund couldn't go through and someone would contact me. Well no one contacted me and then I tried to call customer service, the person on customer service told me I needed to submit a ticket online about the issue. When I did submit a ticket, a person there asked me for my ID, bank account information and routing number and that seems really unsafe to send on email. I didn't even use my bank account or debit card, I used my credit card for this purchase.

  Business Response

  Date: 02/15/2024

  Dear ************,  
  
  We are writing in reply to BBB case number 21264680.
  
  We regret the inconveniences. We confirm that we will be processing the refund of booking B6YG6Y trough a wire transfer to the provided account number. This reimbursement will be reflected in your account in the next **** business days.
  
  Booking: B6YG6Y
  Route: ***-***-***
  
  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:02/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/25/23 I got my tickets and already registered for reservation #VCLHGZ and went t the airport the staff did not let me board the plane when I had already the boarding pass and tickets. I was there at 9:50 pm and plane left at 10:55 pm I expalinned the staff freeway was closed due to accident. Staff was rude and we got threatened that they will call cops on us. Volaris did not work with me I complained and they did not reslove my problems they wanted to charged me **** to change date of flies plus extra money for luggage. I sent demand lettet to volaris on 1/4/2024, I have not received an answer from the airline. I want my money back or will take case to court and will add stress and loss of wages and my kids pain and suffering. I want to get my money back plus compensation of all the mental and financial loss caused for the neglected customer service from airline staff.

  Business Response

  Date: 02/02/2024

  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:01/31/2024

  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 2 round trip flight from ******* to ******** on September 4th. The flight would depart December 9th and we would fly back on December 16th. During this time there was a family emergency a week before our flight. My fathers brother was kidnapped due to the horrible crimes happening in ******, till this day we have not hear about his location. We decided it was not safe to fly and requested to cancel our trip through Volaris. They offered a en e-voucher for the total of the flight which was $10,010 mxn pesos (about $600 USD). They stated we had 90 days to use these vouchers one for $5,939 MXN pesos and the other for $4,073 MXN pesos. On January 29th I tried to book a trip for my parents again, going to a different city in ****** that is much safer. While trying to check out I used the voucher codes and they were not letting us use the total amount. I called their customer service number and they let me know that while the voucher is for the total amount of the previous flight it would only cover the flight price, it would not cover the tax, seats, luggage or other fees. Which I said it was ridiculous since we paid for our seats and luggage in our original flight and they did not disclose this information. Volaris always has "sales" and have the flight for very cheap, the new flight was about $250 round trip, but when adding the seats, tax and luggage, it totaled closer to $560, therefore the voucher would only cover $250 for the "flight" and i would loose out on the rest of the voucher amount. The trip for 2 people was over $800 and the 2 vouchers they provided would only cover about $350 therefore I would have to again pay over $450 for this trip making the total spend over $1000 for the original flight plus the new flight. This is ridiculous and they are stealing from people who save for a while and still make them pay for more when they are unable to fly for security reasons.

  Business Response

  Date: 02/15/2024

  Dear ******************,  
  

  We are writing in reply to BBB case number 21226433.

  We would like to confirm that based on the agreement with our representative we have issued new electronic credits for total amount of booking B89ZRI.
  
  The electronic credits were already redeemed in booking LYLUJC and B89ZRI to travel next May ****, route ***-GDL-***.
  
  Booking: DIBY8E
  Route: TIJ-CUL-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 02/15/2024

   
  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:01/26/2024

  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.

  Ticket was purchased via Volaris.com from *******, ** to ******, MX on 03/13/2023 in the amount of **** pesos. Departure flight was 01/25/2024 with booking number YGBF6N. During the course of the year since flight was booked Volaris changed flight without notifying me. Volaris claimed they notified via email but actually never did. Flight was changed from 1/25/2024 to 1/26/2024. Without my consent. During the course of this change Volaris also changed my assigned seat that I paid for in 01/13/2024. I was not traveling alone. So this change now separated me and my traveling partner. My flights departure and returning flight both had selected seats 1A and 1B respectively. My departure seat was moved from 1A to 27C. While my traveling partner remained on seat 1B. All this while not notifying me. Thinking my flight change was my mistake I did not initially dispute the change when I noticed the change. I subsequently, days before my flight, I noticed the seat issue as I reviewed my initial purchase that Volaris.com purchase. They changed my flight and my seat without proper notification. Additionally, during the course of the year I decided to add an additional check baggage. Via Volaris.com I attempted to add baggage. I attempted once, card was declined, but bag was added to my flight. Believing this was error I attempted again. Again my card was declined online but yet another checked bag was added to my flight. I was advised to message a specific department which I did. This **** never responded regarding my checked baggage problem. I went to the airport in TJ to fix this issue. They explained the only solution was to pay for the baggage or I would not be permitted to fly so I paid the additional charge of **** pesos. Volaris did move me from 27C to 1C but by this point Volaris cost me more money in additions. I needed only one additional checked bag from 1 to 2 yet now I had 3. Volaris failed at every turn and needs to be held responsible for their failures.

  Business Response

  Date: 02/12/2024

  Dear **************,
  
  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences. Please accept our sincere apologies for the inconveniences you may have experienced; in service to our clients and based on the agreement with our representative an electronic credit for future transportation with Volaris was issued for not used luggage. The electronic credit details were sent to email address registered in booking YGBF6N.
  
  Booking: YGBF6N
  Route: TIJ-OAX-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

• Initial Complaint

  Date:01/25/2024

  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 airline has issued a flight credit that is invalid and does not work. They issued my flight credit two days ago. I am currently trying to use the voucher to rebook an emergency flight. I am not the only person in party whos voucher does not work. No one can help me over the phone or email. They just keep telling us our voucher our valid. This is unacceptable and we would like our money back or at least a working voucher.

  Business Response

  Date: 02/01/2024

  Dear **************,
  
  We are writing in reply to BBB case number 21197903.
  
  We would like to to confirm that based on the phone call with our representative, it is confirmed that your electronic credit for booking OBDK2M is active and available for use it. 
  
  Learn how to redeem your electronic credit here:
  **********************************************************************************************
  
  Sincerely, 
  
  Volaris Customer Resolution

  Customer Answer

  Date: 02/02/2024

   
  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:01/19/2024

  Type:Billing 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 December 2nd, 2023 I travel from *********** to ******* ******. at the counter, the person in charge charged me $30.00; when I asked about this charge they explained those are taxes so I agreed. When I revised my statement I noticed that they charged me extra $141.56 without any explanation not authorization. My flying ticket was already paid in full so there was no need that I pay extra for it.I want a full reimbursement of those $141.56.Thanks in advance for your assistance.

  Business Response

  Date: 02/11/2024

  Dear ********************,  

  We are writing in reply to BBB case number ********.
  
  We have made several attempts to contact you by phone at the number ************** with no success. Please be attentive to our call to review your case and provide you a resolution.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21168867
  
  I am rejecting this response because: 

  I have not received a call from you. 

  
  

  Please let me know that is the resolution to this claim.

  
  

  Thanks

  
  

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

  Business Response

  Date: 02/12/2024

  Dear ********************,
   
  We are writing in reply to BBB case number TV2023120703.
   
  We have made several attempts to contact you by phone at the number ************** with no success.
  
  We identified booking YBDFKC in which you traveled last December 02nd route ***-***.
  

  We would like to confirm that booking YBDFKC was acquired with Zero Fare, the baggage allowance international flights with this type of fare, only included 1 personal item per passenger. In case passenger needs to add additional carry-on, additional baggage or if the baggage exceeds the maximum allowance, the corresponding fee has to be paid, the fee paid at airport was applied correctly and corresponding charge. We confirm charge of $ ****** USD for documented baggage was correctly applied at airport. A refund does not apply.

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

  Thank you for your understanding.
   
  Sincerely, 

  Volaris Customer Resolution

• Initial Complaint

  Date:01/19/2024

  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.

  Booking Date: Jan 5, 2023 Reservation Code: U94Z5S Date of Flight Itinerary Change: Oct 4, 2023 Return flight date was changed from Nov 25, 2023 to Nov 28, 2023. We were not able to extend our trip, so I called to request another flight or to ask for a refund. The person I spoke to on the phone said I would be refunded the full amount into the card I used on file. I called on Nov 13, 2023. Ticket Number: ******* On Nov 17, 2023, I was emailed with a long list of requirements to receive the money via wire transfer. I asked why the money was now a wire transfer and did not receive a response. I asked for a receipt or purchase breakdown because it was no longer available through my account on their website nor was I ever sent an itemized receipt via email. This request was never responded to nor did I receive the receipt. I sent the wire transfer information. 9 emails and 3 "wire request rejections" later, I was asked to sign a Letter of Transfer because we had used my mother's credit card to purchase the tickets. I did not remember this (the tickets were purchased 9 months prior after all) but why was this not broughten up in the onset???? My mom has now sent her information and a NOTARIZED letter and still NOTHING. I believe this letter is so that you cannot *** for additional damages after they is*** the refund so everyone please beware!! To say we are frustrated is an understatement! This is OUR money for a trip Volaris cancelled! Pay us our money back.

  Business Response

  Date: 02/01/2024

  Dear **************,
  
  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences. Please accept our sincere apologies for the inconveniences you may have experienced; We would like to confirm that refund of booking U94Z5S is in process through a wire transfer, and you will be able to see it in your account during the next ***** business days.
  
  Booking: U94Z5S
  Route: FAT-GDL-CUN-GDL-FAT
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 02/12/2024

  Complaint: 21167329
  
  I am rejecting this response because: Hello, Apologies for the delay in response. The company has responded with an appropriate response (a full refund), but has yet to complete on the promise as funds have not been received. We were informed that the refund would take **** days to be placed into our account however, the 21st day was yesterday. Could we please re-open the complaint? Thank you!   
  
  Sincerely,
  
  ***************************; 

• Initial Complaint

  Date:01/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/11/2023 I purchased tickets for my parents from *** to *** and the confirmation # EEF7XT. We could not confirm the flight since they had to fly out with Frontier to layover in ***** and take Volaris to ***********. I was not able to check in and we showed to the airport and the reservation was not found with Frontier that Volaris needed to confirm so we ended up going home. I called customer service that same day and they ended up cancelling the flight since they could not confirm a reservation with Frontier so I was offered a voucher which they said would be 125% of my purchase of $729.98 and I was told it would take 24 to 72 hours and I would receive it on the email used to reserve the flight. On 12/16/2023 I called customer service again to inquire about the voucher since I had not received anything. When I spoke with the representative they said that the timeframe had not been met and that I should have it no later than the next day 12/17/2023. Again I did not receive the voucher when I was told so I called back on 12/18/2023 and at this point I just wanted my refund since I was not getting the voucher, the representative asked to submit another request for the voucher and I would need to wait again up to ***************************************************************************************************** further, I was on hold for over 15 minutes for a supervisor and then I was hung up on. So I called right back and briefed the next representative and they offered the same to send in another request and I refused and asked to speak to a supervisor again and of course I was disconnected from the call. I understood that I was not going to get anywhere and called right back and let the representative know what happened and told them that I was dissatisfied with what happened and to submit a request, he stated he would try to expedite but it would be up to 72 hours before I get the voucher. As of today I have still not received my voucher or refund.

  Business Response

  Date: 01/24/2024

  Dear ********************,  
  
  We are writing in reply to BBB case number ********.
  
  We offer a sincere apologize for the inconveniences and for the delay in reintegrating booking in electronic credit for future transportation with Volaris.
  we would like to confirm that credits were issued and sent to the email address registered in booking EEF7XT.
  
  Booking: EEF7XT
  Route: ***-GDL-CUN
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:01/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2023 I purchased 4 tickets under reservation BDU3MD from ******* to *********** for $1793.68 round trip departing on December 24 and purchased 2 luggage. On our way to the airport we noticed the flight was cancelled. We were able to get on another flight the next day mid day. We received an email later in the week about a $150 voucher that must be used by January 23rd, ****. Per their policy I should have more time to us the voucher if I choose to and I should be *********** a higher amount or option to get cash back. I reached out with an email over a week ago and did not receive any acknowledgment of my email and request. I would like a resolution before the due date of using the voucher to at least use that, but I hope to get back what is fair.

  Business Response

  Date: 01/16/2024

  Dear **********************,
  
  We are writing in reply to BBB case number 21141452.
  
  We confirm flight 973 ***-GDL last December 24th, 2023, was cancelled due to weather conditions, a non- attributable cause to the airline, however in service to our clients we issue new electronic credits with a validity of 180 days to book but able to travel in any date and route available in our sales channels.
  
  The electronic credit details were sent to email address registered in booking.
  

  Booking: BDU3MD
  Route: ***-GDL
  
  Thank you for your understanding. 
  
  Sincerely,
  
  Volaris Customer Resolution