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:01/12/2024

  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.

  On 10/15/2023 I purchased a round trip with volaris accidentally. I called volaris with in minutes since i had 24 hrs to cancel or make changes according to the website description. Volaris rep refuse to cancel my flight. i tried to speak to multiple managers but was not able to cancel. I called my bank to see if they can put a stop to the payment. My bank (Chase) couldn't guarantee me that they can stop the payment. So i decided to travel on the day of my trip since i did not want to loose $404. I travel on 10/16/23 and my return flight was for 11/2/23 but volaris cancel my return flight without letting me know. i had to purchase a new ticket. I reached out to volaris an d my bank. My Bank said that since it was an authorized purchased they could not do anything about refunding my money back since Volaris already had charged my card. To contact Volaris for refund on the flight that they cancel. I tried numerous times to contact volaris but they telling me that my bank has to refund me back that money because they cancel my flight due to bank orders. The return flight is $196.67 that i need to be refunded to me since i did not authorize the cancelling of my return flight. My reservation Number with volaris is ADRGKT. I am trying to talk to someone in person but i haven't been able too. They are refusing to refund my money back.

  Business Response

  Date: 01/12/2024

  Dear *******************,
  
  We are writing in reply to BBB case number 21137114. 
  
  We regret the inconveniences, we would like to confirm that based on our system and a after a validation with our revenue assurance a chargeback bank petition was received, this charged back petition came out in your favor and corresponding payment refund was applied last October 31st, ****, to original payment method. 
  
  At the same time, we would like to inform you we have requested with our financial department the corresponding bank letter to share it with you, so you can validate it directly with your bank institution, as soon as we receive it, we will send it to you. 
  
  Booking: ADRGKT
  Route: ***-***-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21137114
  
  I am rejecting this response because:

  I spoke to my bank institution on 1/13/24 and they have not received any refund/credit until this day. They said that volaris charged my card/account for the full amount $404
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/12/2024

  Dear BBB *************,
   
  We are writing in reply to BBB case number ******** under ********************************
   
  Validating this case, we confirm Volaris made the corresponding partial refund of booking ADRGKT to original form of payment on file last February 01st, ****.  
   
  This case took time to be reimbursed because the client made a charged bank petition for the paid amount in this reservation, after a validation with the bank and with our revenue assurance area we were notified, this came out in Volaris favor, it was then that the reimbursement was processed , being applied to original form of payment on February 01st ****, this amount must be reflected in the client's account in the following days.
   
  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:01/10/2024

  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.

  On 1/7/2023 my family and I had a flight from *** to *** with a connecting flight to La Paz. In *** we checked in all of our bags and we attempted to check in my toddlers car seat as well but were told by Volaris staff that we needed to check it at the gate. We checked it at the gate as instructed. In La Paz we asked the Volaris staff when we exited the plane if we needed to get our car seat or if it would be transferred to our connecting flight automatically. The staff told us it will automatically be put on our next flight. When we arrived TIJ we received all of our luggage but the car seat. We spoke to staff who said it was left in La Paz and there was nothing we could do. They didnt offer a voucher or anything. I had to purchase a new car seat for the drive home because my toddler had nothing to sit in. By law we are required to have her sit in a car seat while driving and because of the airline I incurred additional charges to comply with state law. I am requesting reimbursement for the car seat I had to purchase as a result of this companies error.

  Business Response

  Date: 01/26/2024

  Dear ****************, 

  We acknowledge receipt your complaint # 21117941. A customer service representative will contact you shortly to review your case.

  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 02/05/2024

  Complaint: 21117941
  
  I am rejecting this response because: Hello, Id like this case reopened as Volaris messaged me on BBB stating they would contact me. To date, contact has yet to be made. I was waiting for them to contact me prior to stating whether the have resolved the complaint or not. Thank you so much for your time. 
  
  Sincerely,
  
  Kaleen Guzman   

  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: 21117941
  
  I am rejecting this response because: I have not received any calls or voicemails from the business to date.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/19/2024

  Better Business Bureau:
  
  This email is to inform you that the above case has been resolved between the business and I. Thank you.

   
  

  Sincerely,
  
  Kaleen Guzman     

• Initial Complaint

  Date:01/10/2024

  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 December 24, 2023 I had three (3) roundtrip tickets from *******, ** (******) to Durgano, MX departing December 24, 2023 from ****** at 8:15am arriving *********** at 12:17 and returning to *******, ** (******) on January 2, **** leaving Durango, MX at 1:08pm arriving to *******, ** ****** at 4:41pm.On December 24, 2023 due to weather (fog) our departure was delayed for approximately 7 hours, I have attached an email from VOLARIS indicating that our flights were affected and Volaris offered us an option to obtain a voucher. I accepted the vouchers to compensate for the delays. However, the email never INDICATES that my return flight of January 2, **** was cancelled. When I arrived to the airport I was able to check in my daughter *************************, but both my husband and I didn't have a return flight home. I was told that because I accepted the vouchers for the December 24 delay that automatically cancelled my return flight. I never received and email indicating that and the email never stated that if I accepted the voucher that my return was would be cancelled. If that was the case, why did my daughter ************************* have a return flight home and not me and my husband. ******* also received a voucher and her return flight was not cancelled. I had to rebook with another airline to get back to home (*******, **).Volaris system somehow mad a huge error and cancelled my flights and I need for them to refund me for the rebooking with a different airline and credit me back my voucher for the December 24 delay.I have attached emails, rebooking receipts and boarding pass for my daughter.If you have any questions please call me./thank you and I appreciate your attention to this matter.

  Business Response

  Date: 01/26/2024

  Dear **************,
  
  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences, we would like to confirm that refund of flight DGO-*** is in process through a wire transfer, this reimbursement will be reflected in your account in the next ***** business days. At the same time, we confirm that based on the agreement with our representative we supported you by reintegrating expenses in electronic credits for future transportation with Volaris.The electronic credit details were sent to email address registered in booking K5BETB.
  Booking: K5BETB
  Route: DGO-***
  Thank you for your understanding.
  Sincerely,
  Volaris Customer Resolution

• Initial Complaint

  Date:01/10/2024

  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.

  I purchased two airline tickets from Volaris. Date of purchase 10/09/2023 amount for 2 tickets to from ******** ** to ************** for the amount of $1,137.20 USD. We had to cancel the tickets with them and requested reimbursement as we had purchased insurance with the original purchase. Volaris is offering us $824 in a voucher as they are charging us some taxes. I am seeking for a credit back to my credit card instead as they are not honoring the full amount and they are upselling us tickets because they economy tickets do not qualify for the voucher they gave me.

  Business Response

  Date: 01/23/2024

  Dear ****************, 
   
  We are writing in reply to BBB case number 21112818.
   
  We understand that your travel plans can change unexpectedly.  We would like to confirm that for any flight segment purchased by paying Plus Fare, whether *********************, Central or South *******, you can cancel your flight and request the refund of your ticket up to ************************************************************** your reservation, provided that you have not made the documentation of your flight, in electronic credit for future transportation with Volaris.
   
  Electronic credits were issue for total amount of booking and sent to the email address registered in booking AJM8FB, we confirm they are valid to book until February 23, ****, but available to travel in any date and route in our sale channels.
   
  Booking: AJM8FB
  Route: SJC-GDL-SJC
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21112818
  
  I am rejecting this response because:
  I am unclear on this message. If I had the right to cancel my flight that was insured up to 24 hrs before departure (which I did) why cant I get the credit back on the credit card. I did try to use the voucher they sent earlier for a future trip but they are telling me that  I need to but more expensive flights  as I dont qualify for an economy flight due to the voucher I got. I aLeo found out that they are not honoring the full amount of the credit. They are keeping $293.00  I would like to recover the full amount provided that we didnt use their services at all. 
  Sincerely,
  
  ******************

  Business Response

  Date: 01/24/2024

  Dear ****************,
  
  We would like to confirm that according with terms and conditions,for any flight segment purchased by paying Plus Fare, you can cancel your flight and request the refund of your ticket up to *************************************************************************************** electronic credit for future transportation with Volaris.
   
  Electronic credits were issue for total amount of booking,for an amount of $ ******** USD and sent to the email address registered in booking AJM8FB.
  
  Passengers who purchase non-refundable tickets on a flight that is still being operated without a significant delay are not *********** a refund. A passenger is *********** a refund if an airline cancels a flight and the passenger chooses not to accept an alternative flight on that airline.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21112818
  
  I am rejecting this response because:
  

  I am writing as a follow up on a case # ********* that was closed because I didnt respond.
  The reason I didnt respond was because I was going to call Volaris to reserve a ticket to travel on May 17-25/24 and to use the electronic voucher that was issued to my husband and I with the deadline to reserve as Feb 22, ****. However, after several conversations on the phone with their agents and also trying to book on line the voucher was not valid to be used.  I was told that I cant use this voucher because I have to fly before 2/23/24 and that they were going to closed this ticket.
  
  I dont think this is a fair practice from this airline.  I know friends and family members that have experienced other situations with this airline and I feel that they need to be held accountable for the injustices they continue to serve to us consumers and it is unfortunate that this company continues to take advantage of situations like this to keep our hard earned money.  I hope I can find a solution to this and I can get my money back as I have tried very hard to get help with their team and simply have been giving no solution unless I travel by 2/23/24 which in not what the voucher says based on my interpretation of the wording below.  I am enclosing the e-voucher and a lot of the conversations had with no solution.
  
  
  
  WARNING: YOU HAVE RECEIVED AN EMAIL THAT ORIGINATED FROM OUTSIDE THE ORGANIZATION. PLEASE VERIFY ALL MESSAGE CONTENT BEFORE CLICKING ON LINKS OR ATTACHMENTS.
  

  

  
  
  I am enclosing several conversations via e-mail with their team and simply no one can allow us to use this voucher after 2/22/24.
  This company does not answer the phone and if they do they hang up or if they answer they just simply read the scripts of their manual and do not provide help at all to its customers. 
  
  
  

  

  

  

  

  

  

  

  

  

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

• Initial Complaint

  Date:01/03/2024

  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 flight from *** to *** on 29DEC23 (FLIGHT# Y4 360) Reservation# ACSUJW. Two of my luggage bags were broken into and they stole two perfumes that were new and unopened. Perfume 1 was Invictus with a value of $114.00 and the 2nd was Versace ******************* valued at $125.00, for a total loss of $239.00 for the stolen 2 perfumes! They left only the boxes in the luggage......unbelievable!

  Business Response

  Date: 01/19/2024

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

  Sincerely,
  

  Volaris Customer Resolution

• Initial Complaint

  Date:01/02/2024

  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.

  Flew with volaris July 2023, we had our luggage not delivered and lost for the duration of our flight. We were told we would get a credit and we never did. We also got turned around do do the airlines not following the airport rules and we had to go to customs again and the plane had issues. We almost were allowed back on the secure side of the airport to get back on to the flight. We were told we would be reimbursed for the issues and we never got anything. We call and they hang up every time we have never been able to get a hold of a person. At the airport we got the run around. The voucher claim button never worked.

  Business Response

  Date: 01/03/2024

  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: 01/04/2024

   
  Complaint: 21087112
  
  I am rejecting this response because: the vouchers still do not work. This is a scam they are running. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/05/2024

  Dear ****************,
  
  Regarding this complaint, we would like to confirm that based on the agreement with our representative and in service to our clients, we have issued an electronic credit for future transportation with Volaris. The voucher details were sent to email address registered in booking Z8KI8V.
  
  We confirm that two of the electronic credits were already redeemed it in bookings MF76WT and RFR52A.  
  
  For domestic flights, the *** currency must be selected, and the electronic credit option part will be in the payment method and when entering the voucher number, the page will automatically make a conversion. At the same time, we confirm that the passenger name must be the same as the one that is in the credit.
  
  Get to know the steps you should take to redeem your electronic credit at the following link:
  **************************************************************************************
  
  Thank you for your understanding,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/31/2023

  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 took yesterday a VOLARIS flight (Y4942) from *** to MDX, we documented 4 luggage and one got broken (photos attached).. Tried to get support from VOLARIS but could not find a person to complaint about this incident..It is unacceptable how luggage is being treated I bought this luggage less than a year ago, I really want my money back to buy a new luggage , I paid $200 usd for this one

  Business Response

  Date: 01/03/2024

  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: 01/03/2024

   
  Complaint: 21076024
  
  I am rejecting this response because: The resolution is not fair, VOLARIS has not defined the amount of money that I will be getting back

  Thanks
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/05/2024

  Dear **************,  
  

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

  We regret the inconveniences.Regarding your reported damaged luggage, we would like to confirm that based on the agreement with our representative a compensation thought a wire transfer is in process, you will be able to see it in your account during the next ***** business days.
  

  Booking: JGUD2X
  Route: ***-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/29/2023

  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.

  Volaris agent booked me on 2 different flights. One on Dec 26th and one on Dec 9th, both of 2023.I have called multiple phone numbers I keep getting redirected to. They ask me questions and within minutes their call hangs up. Each agent has done the same 3 different agent, and the main agent a couple of times.One reservation code ofe 12/27th, the reservation didn't extliatm I had to purchase a ticket, flying from *********** ****** to *******, Unit3d ******.The issue is not that they didn't have my Dec 26th flight, it is that the agent booked me for another flight on Dec 29th. 2023. Which now I am losing out on that money, since I bought another ticket to fly out on Dec 26th.I have spoken to one agent from Volaris, in ******* named ******* , but he's hung up on me 3 times.

  Business Response

  Date: 12/29/2023

  Dear ***************, 
  
  We are writing in reply to BBB case number 21069957. 
  
  Regarding this complaint, we would like to confirm that based on the agreement with our representative, in service to our clients and in good will, we have issued an electronic credit for future transportation with Volaris for flight GDL-OAK under ************************************ 
  The voucher details were sent to email address registered in booking FJKSYE.
  
  We confirm flight GDL-OAK under **** and *********************** remain available. 
  
  Based on the above, we confirm the closure of your case.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you so much for your support.  I confirm I have been. Given credit to my flight.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/28/2023

  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 April 25th 2023 I purchased a one way ticket with Volaris from *** to OAK for November 27th 2023. In October 2023 they cancelled this flight and offered a new flight for November 29th. This did not work for me so I requested a refund via their support channel on WhatsApp. Their support representative accepted and offered me a full refund of the $4,765 MXN I paid for my flight.4 weeks later I followed up on the refund and they are now telling me they cannot refund me and can only offer me digital credit. I have tried every customer support option they offer (none of which offers a way to speak directly to a representative over the phone) and none of them are willing to stand by their promise to refund my original purchase.Uploaded the screenshot of my conversation with the Volaris customer service representative where they promised to refund my original purchase back on November 28th.Reservation Code: ZCKZMM Email: ****************** Name: *********************

  Business Response

  Date: 12/29/2023

  Dear ************, 
  
  We are writing in reply to BBB case number 21067219.
  
  We regret the inconveniences for this flight affectation, we would like to confirm it was an operational move with no intentions to bother you. Due to this situation, we will proceed with the corresponding total refund of booking ZCKZMM.
  
  Unfortunately, the payment was made in April 2023 and our system does not allow refunds of payments older than 7 months, it will be necessary to make it through a wire transfer.
  
  Please send us the following documents:                                                                                           
  

  *ID of the person who pay the reservation, in this case ********************* (Only front side)
  *A bank statement only showing the requested Data, a voided check or letter wire transfer sign by the client with the information: Bank name, account holder (*********************), account number and routing/ABBA number and SWIFT code.
  
  Once that we receive your information, we begin the refund process, and you will be able to see it in your account during the next ***** business days. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

• Initial Complaint

  Date:12/24/2023

  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.

  We arrived to the *************** three hours early, waited in line to check in our luggage and were told our flight was cancelled only after its departure time. I have been waiting for a response from volaris for almost a year. I complained through all their channels already. Nothing. It affected 5 of us. Lots of money was lost, including our Airbnb, which was no refundable due to how late we found out about this. Flight Y4 743, 26 Dec 2022.

  Business Response

  Date: 12/29/2023

  Dear ******************, 

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

  Sincerely,

  Volaris Customer Resolution