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:12/20/2023

  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.

  My husband purchased airline tickets with Volaris in May 2023. I was not aware that my husband purchased the tickets so I called my bank to claim an error. Once my husband told me he purchased the flights as a surprise gift for me I called ********** immediately to stop the dispute. ***** stopped the dispute and gave the money back to the merchant (Volaris). As travel time got closer my husband logged into Volaris app to confirm flight dates and time and everything seemed ok. When my mother in-laws flight changed( purchased separate ticket but same flight as us) my husband decided to call Volaris to confirm we didnt have a flight change. Thats when we discovered Volaris had cancelled our family's flights (4 total). Volaris cancelled our flights without notifying us and also kept out money. When I've emailed them they continue to say its a bank issue. But ***** has no records of my money being returned $1172.48 returned. I would like to have Volaris refund me. Ticket dates were for 11/6/23-11/14/23. With gratitude, *************************** ************

  Business Response

  Date: 12/27/2023

  Dear ********************,
  
  We are writing in reply to BBB case number 21038454.
  
  We confirm that based on our system a charged back petition was made by the client, after a validation with our revenue assurance area we are being informed that this charged back came out in Volaris favor. We confirm we will proceed with corresponding refund trough a wire transfer, once we receive complete and correct bank information, we start the refund process and you will be able to see it in your account during the next ***** business days. 
   
  Booking: Q6LZ8L
  Route: SEA-GDL-CUN-GDL-SEA
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  

  Customer Answer

  Date: 12/28/2023

   
  Better Business Bureau:

   

  Attached are they requested documents required from Volaris.

  I also received a call and email directly from Volaris and have sent them a copy as well.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21038454
  
  I am rejecting this response because: 

   

  Attached are they requested documents required from Volaris.

  I also received a call and email directly from Volaris and have sent them a copy as well.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

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

  Business Response

  Date: 12/29/2023

  Dear ********************, 
  
  Thank you for sending the information, we confirm refund in process and you will be able to see it in your account during the next 07 to 21 working days.
  
  Thank you for your understanding.
  

  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21038454
  
  I am rejecting this response because:

  
  I am reaching out because I have not been paid as promised by the business. Please reopen the case as it has been over 30 days. It was resolved on 12/29/2023. I appreciate your help!
  
  
  With gratitude,
  
  *****************************

  Business Response

  Date: 02/09/2024

  Dear ********************,
  
  We are writing in reply to BBB case number 21038454.
  
  We would like to confirm that the corresponding refund was applied trough a wire transfer last February 07th, ****, for a total amount of $ ******** USD. 
  
  Attached you will find the corresponding refund receipt; we recommend you verify it directly with your bank institution.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/20/2023

  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.

  I bought two tickets on august 2023, I was going to travel on Sept. ****, 2023. I was not able to travel due to some health issues. I contacted the volaris airlines to let them know and I submitted medical records along with my request to cancel the flights. They accepted the medical records and agree to cancel the flights and they issued an electronic credit for the whole amount of the tickets. The due day to use the electronic credit was Dec.1, I tried to make the reservation on Nov. 27 and I could not because when I entered the electronic credit code--I received a message saying that the available amount was for a 3rd of the amount I paid and that I was responsible to pay the taxes again, I could not believe what they said to me. I contacted them a lot of times and they did not move from their position not to make the electronic credit for the whole amount of the tickets I paid. They closed the case and they did not want to solve the issue.

  Business Response

  Date: 12/22/2023

  Dear ***********************, 
   
  We are writing in reply to BBB case number 21036596. 
   
  We would like to confirm that based on the agreement with our representative and in service to our clients we support by issuing new electronic credit for future transportation with Volaris of booking UEMGWG. The electronic credit information is sent to the email address registered in booking.
  
  Route: ***-MEX-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21036596
  
  I am rejecting this response because:I didn't hear back from anyone from volaris up to today Tuesday, January 2nd.
  
  I am still not being able to use the electronic credit due to fact that they disabled that option from their web page.
  
  I don't have a solution yet.
  
  Thank you.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/04/2024

  Dear *********************,
  
  We would like to confirm that corresponding assistance through PROFECO was also provided regarding the use of electronic credit.
  
  At the same time, we confirm that your electronic credit is available to redeem it, as well as the payment option with electronic credit in our sale channels, internal tests were generated and there was no problem redeeming the electronic credit.
  
  It is important that you can follow the instructions we share below, or you can call to our *********** to make a reservation and provide the electronic credit number to be applied.
  
  **************************************************************************************************************************
  
  Our telephone service is only available for reservations and additional services purchases.
  ****** ******************, ***************** +1 855 VOLARIS (8652747)
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21036596
  
  I am rejecting this response because: Good morning,
  
  Please be notified that I am rejecting their response due to the fact that they are not being honest.
  
   The option to redeem the electronic credit is NOT available in their web page and it has been the object of my complain.
  
  Do you mind trying to make a reservation to prove that in the payment section under +more options only displays click to pay to enter the credit or debit card data.  I have been trying to redeem the electronic credit dozens of times, but I repeat to you once again that they disabled it.
  
  At this point, I prefer to get a cash refund instead. They already spoiled my plans and I am disappointed of their lack of seriousness.
  
  Thank you BBB caseworker.
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/05/2024

  Dear *********************,
  
  We would like to confirm that corresponding assistance was provided regarding the use of electronic credit and assistance to book through our *********** was suggested, however you declined it. 
  
  At the same time, we confirm that your electronic credit is available to redeem it, as well as the payment option with electronic credit in our sale channels, internal tests were generated and there was no problem redeeming the electronic credit.

  We confirm refund request does not proceed, electronic credits were provided in good will, due to you were not able to fly for medical issues, a non-attributable cause to Volaris. 

  Thank you for your understanding.

  Volaris Customer Resolution

• Initial Complaint

  Date:12/11/2023

  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.

  On the date of August 27 of 2023 I ********************************* purchased a round trip ticket for my mother ****************************** for the departure flight Y4 253 on November 29, 2023 and return flight Y4 252 on December 10 2023. Reservation code N7G3JL. The issue for which I am requesting a reimbursement was only for the additional service that was purchased to take her dog on board for the round trip due to the service being denied to her when she presented her self at the check in counter on the date of her departure. She was told by the receptionists that they could not document her dog due to having previously documented 2 dogs already for the flight and their policies do not allow more than 2 aboard. When we asked for the refund we were told to call Volaris and request a refund, which I did and was told they could not help me and I had to file a request online which I did and was given the reference #******* which in summary and as per the attached screenshot of responses, my case was was quickly dismissed and I was offered a voucher for the amount of $288 USD to be used within 30 days, no transferable and my case was closed.Response which I found very dismissive and unreasonable due to the face that it was the Volaris who denied the service we paid for due to poor planning and lack of communication from their end. It is extremely unfair and predatory to hold the consumers money hostage for services they were denied through no fault of their own and force them to either accept the voucher or lose their money if they do not utilize that money within the 30 day expiration period. My mother went on this trip to take care of family business they cant expect her to reasonably plan another international trip within ************************************************************************************************************* such a vicious cycle.

  Business Response

  Date: 12/19/2023

  Dear ******************,
  
  We are writing in reply to BBB case number 20993212.

  We regret the inconveniences. We would like to confirm that based on the agreement with our representative we have issued the pet service fee in electronic credit for future transportation with Volaris. The voucher details were sent to email address registered in booking N7G3JL.
  
  Route: ***-***-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/11/2023

  Type:Customer Service 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 filed a complaint about a month ago. Volaris is trying to reimburse me an unfair amount for my troubles. Only tried to give me a **** pesos voucher that will expire in 3 months. When I spent **** pesos on transportation when they canceled my flight.

  Business Response

  Date: 12/16/2023

  Dear ****************,
  
  We are writing in reply to BBB case number  20992674. 
  
  We regret the inconveniences, and we confirm flight 801 UPN-TIJ was cancelled due to weather conditions, a non-attributable cause to Volaris, due to this situation next available flight was provided to the passenger, flight Y4 399 MLM-TIJ to travel in October 18th, 2023, we confirm flight was boarded by the client. 
  
  In service to our clients and for one time exception, we could support you with an electronic credit for future transportation with Volaris for the 25% of the price of the ticket and in case that you consider accepting our proposal, the electronic credit would have the following characteristics:
  
  *180 days to book (You can travel on the date and destination you prefer, as long as the flight is published).
  *Applies for base fare and taxes. 
  
  Booking: TD64QZ
  Route: UPN-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/11/2023

  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.

  Reservation JD825T purchased 3/14/23 online. $934.41 paid for tickets, in August I paid $219.57 for seats. In October, $8.20 was paid by AMEX owned by *********************** due to me not having my card on me. Original flight was 3/2/24-3/7/24. Volaris updated to 3/1/24-3/7/24 then again to 3/1/24-3/9/24. Both time I was not notified. On 11/15/24, called Volaris and asked to refund due to changes to itinerary. They agreed and gave me ticket #*******. All communication is done via email. I provided license and voided check. I was then provided form and asked for *********************** to fill out and provide her license. This was done, it was denied because it was "electronically filled and signed". Had her manually fill/sign. Sent over. Denied due to not pdf. updated to pdf. Denied now because "signature don't match". Had ******* fill out entire form again and sign. Submitted form again with picture of ******* holding the form. I cc ******* on email. She replied confirming that it was her and that she signed the form. They have still denied. I have asked several times to refund the money paid by my credit cards($1153.98) and keep the $8.20 but I keep getting same response about signature not matching. I have disputed my charges with credit cards but would like BBB help if possible. Attached is the email chain between *******, myself and several Volaris agents.

  Business Response

  Date: 12/19/2023

  Dear ******************,
  
  We are writing in reply to BBB case number 20988354.
  
  We confirm that corresponding refund of booking JD825T is in process through a wire transfer, 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: 12/19/2023

   
  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:12/11/2023

  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.

  On December 10, my travel companion and I were charged ***** (***** each) US dollars for a ****** Customs fee by Volaris in **********. We only had a 2 hour layover in *********** and then we were heading to ***********. I mentioned to the customer service representative that Ive been to ****** before that we shouldnt be getting charged unless we stay longer than 7 days as tourists. She then proceeded to ask her supervisor and she said we did need to pay the fee. I specifically asked her if it was a fee for Volaris or ******* Customs, she assured me it was a charge for ******. Upon our arrival at ***********, I spoke to the customs agent and he mentioned that there shouldnt have been a charge. It had nothing to do with the ******* Government and Volaris was charging us for no reason. I then proceeded to speak to two gate agents for Volaris to inquire about the fee. Neither of them knew why I got charged.

  Business Response

  Date: 12/19/2023

  Dear ******************,
  
  We are writing in reply to BBB case number ********.
  
  Regarding this claim, in which you report that Volaris charge you for an extra fee tax, we would like to inform that after a validation passenger did not pay the corresponding ** tax (Non-resident tax- ***) at the moment of purchase process of booking D788GI, in this case the charge at counters was correctly applied for an amount of $ ***** USD per passenger.
  
  If you are a foreigner, you must pay the *** tax or Right of Visitor without permission to undertake lucrative activities or paid employment, as requested by the Mexican government.
  Foreign Customers who have a transit or connection flight in Mexican territory and do not present a Mexican accreditation document must cover the payment of this tax.
  
   Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/06/2023

  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 6/26/2023 I purchase 3 airline tickets, 1 for my wife and 2 for myself. I purchase 2 for myself because of their customer of size policy. I am a large man that will encroach on the other persons seat and per their policy I must buy 2 seats. The travel was scheduled for 6/29 with a return of 7/2 all of 2023.On 6/28 I came down with COVID, I called and explained, they informed me that because it was after 24 hours of purchase they could only give me a flight voucher, not a refund. I agreed as it is per their policy. They issued me 2 vouchers, one with the price to equal 2 tickets, 1 with the price of 1 ticket. All to equal $688 so I figured it was good to go. When I went to book the new flight, within 90 days as their policy states. They informed me that they could only book 2 tickets as there was only 2 vouchers, it didnt matter the value of the voucher I would have to forfeit that value and purchase another ticket because of my size. At that point I would be spending out of pocket for another ticket. This is embarrassing in many ways because me having to discuss my personal weight with so many people, as well as health aspects and providing medical records (for COVID diagnosis, which I did). I would like a full refund of my $688 as well as 3 vouchers for a flight of my choice for their terrible service, embarrassment, and mental damage they have caused. Volaris confirmation code ECLQ6G **************** ticket number *******

  Business Response

  Date: 12/16/2023

  Dear ********************,
  
  We are writing in reply to BBB case number 20969816. 
  
  We regret the inconveniences; 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: ECLQ6G
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/06/2023

  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.

  On Friday Dec 1st 2023 we were on flight no. 975 from *** to *** and volaris lost our luggage. Since then we have not heard from anyone and Ive made multiple attempts to reach someone via telephone and email and WhatsApp and Volaris does not contact me back offering any help or resolution.

  Business Response

  Date: 12/16/2023

  Dear ****************, 
  
  We are writing in reply to BBB  case number 20968558. 
  
  Please accept our sincere apologies for the inconveniences you may have experienced in respect to your luggage in your flight ***-GDL last December 01st, 2023, reservation code K8UY9F. 
  
  In order to continue and validate the situation it is necessary you to please send us 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 

• Initial Complaint

  Date:12/04/2023

  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.

  Hello i had bought 2 tickets to fly to ****** on june 21, 2023 and i had to cancel last minute because the passing of a family member the same day i reported it volaris and i still havent got a response i am looking to get my refund as i am not planning to fly any time soon im havinso much trouble getting my refund this is a nightmare is there anyway i can get help? I also have copies of family mebers death certificate and proof of burial date

  Business Response

  Date: 12/08/2023

  Dear ********************,
  
  We are writing in reply to BBB case number ********.
  
  We understand that your travel plans can change unexpectedly, we would like to confirm that in service to our clients we support you by reintegrating total amount of booking in new electronic credit for future transportation with Volaris. 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: RGP1PN
  Route: ***-***-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/01/2023

  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 flew to ****** on November 9th, 2023 from ***** and they lost my luggage. I was to file a claim and I did before we left the airport and told us to wait 48 hours and theyll call us, if they didnt, we were suppose to call them. We called around four of five times and no one asked. We went to ******, ****** on November 13, 2023 and came back on November 16, 2023. We went back to baggage claim again and they told to wait another 24 hours and that they will give us a call and not course no one call so had to call and again, no one asked. We flew back from ****** on November 20, 2023 we went to baggage claim and told us that my luggage never left *******. We laned in ********* on November 21, 2023, went to baggage claim and told me that they couldnt find it and to wait 72 hours. We called on Friday around 5 oclock in the evening and said they found my luggage and to come in to grab it. I went to ***** on November 30, 2023 and told me that my luggage wasnt found and to file another claim. In total, I filed five claims and no one has answered me, I called customer service multiple times and they also told me to file a claim. The customer service told me that they cant do anything and there is no possible way to contact ******* Volaris no ****** Volaris

  Business Response

  Date: 12/12/2023

  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: 12/13/2023

   
  Complaint: 20943305
  
  I am rejecting this response because: it had been a month. I made multiple claims and no one had gotten back to me at all. I wanted the compensations already. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/19/2023

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

  We are writing in reply to BBB case number 20943305.

  We would like to contact you to verify the reported situation regarding the presented issue in your BBB complaint.  It is important for us to provide the service and resolution you deserve, we have made several attempts to contact you by phone at the number ************ with no success; we will try to reach you during the day. 

  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 12/22/2023

   
  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. I have included an alternative phone number **********. I will have time today and tomorrow for a phone call, anytime is fine. 
  
  Sincerely,
  
  ***********************