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:11/12/2023

  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 flew from *********** to *********** on November 5th, flight Y4344. We checked our stroller at the gate and received a ticket. Upon arrival at ***, there was a last-minute, unannounced change in the baggage claim area, causing confusion. We were redirected to another baggage area, but our stroller was missing. There were no airline representatives available, which, according to airport security, is unusual as airlines should have staff present. Based on my past experiences with Volaris, losing luggage seems common. I've contacted them several times via WhatsApp, but I keep getting disconnected and end up talking to automated responses. I've also submitted a ticket, but there's been no update for six days. Traveling with a toddler without a stroller is extremely challenging, especially when parked far away. This negligence by the airline has been a major inconvenience for my family and me. Travelers stay away from this airline!

  Business Response

  Date: 11/21/2023

  Dear ******************, 
  
  We are writing in reply to BBB  case number 20860429.
  
  We regret the inconveniences. We would like to confirm that we will issue a compensation thought a wire transfer and you will be able to see it in your account during the next ***** business days.
  
  Booking: F995QF
  Route: GDL-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 11/25/2023

   
  Complaint: 20860429
  
  I am rejecting this response because, until the money is in my bank account, this has not been resolved. 
  Once the money is accounted for, I will resolve this case. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/07/2023

  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.

  I, ********* purchased a fight ticket#Y45950 and I was not able to take my fight due to arriving at the airport @ 9:10pm due to an emergency with the Rental vehicle losing a tire & almost having a major accident/Fight was until 9:52pm (Plane had not taken off & their was enough time for me to take my flight/The counter rep took her time & advised me I would not be able to take my flight any more/Advised I would have to pay another $110 dollars & take a flight until the next day with over a 24 hour waiting time until next flight/I'm disputing these fees because their was enough time to still take my flight when I arrived due to my personal emergency. I have attached copy of my flight ticket that was cancelled & receipt of flight ticket I had to pay again

  Business Response

  Date: 11/16/2023

  Dear **************, 
  
  We are writing in reply to BBB case number 20839996. 
  
  We confirm that 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 a national flight, an arrival time of three hours before the flight.
  
  Based on the agreement with our representative we supported you support you by reintegrating itinerary fee change in electronic new electronic credit for future transportation with Volaris. The voucher details were sent to email address *****************************. 
  
  Booking: LIUM7E
  Route: GDL-FAT
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:11/07/2023

  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.

  Volaris is loaded w/deceptive practices, lies to customers about terms to get them to book. This is why you cant change or cancel online. No other airline pulls this. Prior to booking my tickets, I spoke to agent on the phone AND also a week AFTER I booked them. They ASSURED ME that it was no issue to cancel or change my ticket with fare purchased. When I called a week after, regarding one flight,they said they could cancel the ticket, but it would take **** days to refund me as credit and that I would also receive my credit used back as credit and didnt happen, received nothing. Another time, I called to change flight and you can, BUT they pull this scam that if you want to change it you can, but the fare is MORE THAN DOUBLE what's on the website, which is MORE than changing the ticket with. They also have luggage scam I encountered another flight I took...I met the requirements and they still charged me. THEY MUST REFUND ME IN-FULL AND COVER MY AIRFARE FOR FLIGHTS I NEEDED AND COULDNT BOOK WITHOUT THIS DUE TO THEIR SCAMS!THIS IS ASBOLUTELY URGENT! NEED CORRECT TICKETS AT NO-COST. NOT PAYING THEM AGAIN FOR THIS SCAM AND LIES TOLD TO ME.

  Business Response

  Date: 11/18/2023

  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: 11/21/2023

   
  Complaint: 20838384
  
  I am rejecting this response because:

  HA! good one.  more games and the run around.

  These are your options, Volaris.

  1. Refund in-full

  2. Lawsuit for all your scams (saying you can can cancel or change but then try to charge more than 2x the online rate so you have to buy another ticket, have your reps say you can cancel but will take **** days and then you dont do it, charge people for luggage though it's within the required weight, still people with credits they cant use when they should not be required to take credit, etc etc etc!)

  I KNOW YOU HAVE A LENGTHY HISTORY OF THIS AND YOU MUST BE STOPPED.  THE BIGGEST ISSUE IS YOUR TELLING CUSTOMERS THEY CAN CHANGE TICKET BUT THEN TRY TO CHARGE THEM TWICE THE ONLINE RATE SO THEY ARE FORCED TO BUY A WHOLE NOTHER TICKET WHICH DEFEATS THE PURPOSE.

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

  Business Response

  Date: 11/29/2023

  Dear **************, 
   
  We are writing in reply to BBB case number 20838384. 
   
  We would like to confirm that according to the terms and conditions for any itinerary change customer must cover the corresponding fee charge plus the applicable difference in rate.
   
  Based on our system you have made a chargeback bank petition in booking JHTMVK, charged back petition came out in your favor, we suggest to verify it directly with your bank institution, refund was applied last November 25th, 2023. 
   
  Booking: JHTMVK
  Route: ***-GDL-LAP
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20838384
  
  I am rejecting this response because: volaris is a bunch of scam artists. also ujh73e
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/07/2023

  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 11/4/23 I found a fraudulent charge of $144.83 on my debit card. The transaction date is 11/4/23 and the posted date is 11/6/23. It shows up as Volaris M8CTSY Volaris.com ** 11/05 on my bank account linked to card (******). I have tried every avenue of trying to reach someone in customer service as my bank advised, but its impossible to get any sort of help. Phone calls go nowhere and I cant even speak to a person. WhatsApp and FB messenger messages are ignored.

  Business Response

  Date: 11/18/2023

  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:11/04/2023

  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.

  My incident occurred on 10/26 while traveling to ***********. I have filed a complaint and customer service is ignoring my calls and emails. No one will refund my money back or give me a credit. The staff was not helpful and this is my first time flying with them. I have a case number and I would like my issue resolved. my flight there was a complete nightmare. Please help!!!!!!

  Business Response

  Date: 11/18/2023

  Dear ****************,  
  
  We are writing in reply to BBB case number 20826945. 
  
  Regarding your reported pilferage purse in flight **** ***-*** last October 26th. We would like to inform you that when boarding the flight, it is the responsibility of passenger to carry with you at all the time your personal belongings and/or hand bag where you must carry identification, keys, cash, valuable items, medications, bank cards, jewelry, electronic products such as laptops, cameras, cell phones, iPods as well as personal or business documents.
  
  However, in good will and based on the agreement with our representative we issued an electronic credit for future transportation with Volaris; the electronic credit details were sent to email address registered in booking ABRQYZ.
  
  Booking: ABRQYZ
  Route: ***-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:11/04/2023

  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.

  on 9/21/23 I submitted a complaint to Volaris via their webpage. I received a response 1 month, and 2 weeks later. The message I sent was the following:"I am writing to bring to your attention an incorrect charge for the amount of $146.00 that was made on my card ending in **** on August 27th. This card was used for the purchase of my flight. The flight reservation code in question is FCJ7RJ under the name **** *************************** ********, departing on August 27, 2023. The approved payment for the extra luggage was processed at the airport using a credit card terminal. As such, I would like to request a full refund of the $146.00 charged to my card ending in ****. Thank you for your attention to this matter."The person who answered to my request did not offer any resolution. I was charged twice for a service I only used once. At the airport, Volaris told me they could not locate my app payment for the extra luggage. So, they made me pay with my credit card using their physical terminal. I am requesting a full refund for the $146.00 charged to my card, ending in ****. Please check my flight information to verify that the Volaris workers at the airport made me pay again. Again, I was charged twice for a single service I added to my flight. This is not an ethical business practice and I don't understand why it has been a hassle when I am politely asking to be refunded for an extra charge made to my credit card.

  Business Response

  Date: 11/15/2023

  Dear ******************,
   
  We are writing in reply to BBB case number 20824300.
   
  We confirm that based on our reservation system, last ***** 27th, 2023, two pieces of documented baggage was added through the Volaris website by the client, the corresponding fee was applied correctly, and cost was accepted by the client.
   
  The flight day, August 27th, 2023,  a third piece of documented baggage was registered at counters and corresponding fee was charged and paid; we would like to confirm that a total of 3 pieces of baggage were documented in your flight 907 OAK-GDL, a refund does not proceed.
   
  Baggage allowance for international flights in Zero fare only includes a personal item, in case passenger needs to add additional carry-on, a checked baggage or if the baggage exceeds the maximum allowance, the corresponding fee has to be paid.
   
  Booking: FCJ7RJ
  Route: OAK-GDL
   
  Thank you for your understanding.
   
  Volaris Customer Resolution

• Initial Complaint

  Date:11/02/2023

  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.

  My reservation code is EFH54K. The flight number is y4947. The flight was scheduled to leave at 7am. The boarding time started at 6:15. My father was in the last boarding zone. By the time he got to the door at 6:30 they had already closed the doors of the plane and didnt allow him to board without any explanation on why they closed the doors 30 minutes before they had to leave. When he went to the counter to talk to a volaris agent the first person told him that she could put him in the next flight at 1pm for free but then the same lady who told him that he could not board came and told him no, that if he wanted to go in the next flight he needed to pay $360. I tried to call volaris but they said they couldnt help as they didnt work in that airport. I would like the refund for the flight that my father was not allowed to board and I was told by one of your agents on WhatsApp that your policy states that doors close 15 minutes before the flight leaves not 30. Because of the denied boarding my father missed a very important doctors appointment.

  Business Response

  Date: 11/15/2023

  Dear ***********,
  
  We are writing in reply to BBB case number 20816290.
  
  We confirm that passengers must show up at the airport counters with at least ********************************************************************************** this case, being an international flight, an arrival time of three hours before the flight and at least ******************************** service to our clients and based on the agreement with our representative we support you by reintegrating booking EFH54K in electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in booking.
  
  Route: ***-MLM-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 11/15/2023

   
  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:11/02/2023

  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.

  My parents purchased tickets for a flight from ******* to *********. The flight left at 2:15 am and was to land at 5:50 AM in *********. The plane landed in ********** 5 hours from where they needed to be, it could not land in *********. When my parents asked for help from desk they said there was nothing they can do. People were left in ********* and nothing was done. My parents were flying in to ********* for their dads funeral which they missed. I have been contacting Volaris since 6AM on 11/01/23 their customer service hangs up on you and you receive a message from whatsapp to handle your complaint from a ROBOT. They said they did not show my parents boarding the flight but somehow they ended up in a different state other than where they were going. They would not refund or credit the flight only wanted to credit the *** fee, they missed a funeral the only reason they were traveling. I finally got someone on the phone only for her to not listen to what I was saying , she just immediately said you have to make changes within 24 hours well it takes 24 hours for your customer service to respond via whats app. I need a refund on their flights. I need to bring them back since they have missed their funeral the only reason for their travel. No compassion. My parents left Colorado at 10pm, arrived at midnight in *********, crossed the boarder to ******* and boarded the plan at 2:15 am all to get to a funeral they missed and to arrive to a completely different state hours away from the funeral and no help from this airline. When I was transferred to a "supervisor" from customer service they placed me on hold and made me wait 18 minutes only to hang up on me.

  Business Response

  Date: 11/03/2023

  Dear ****************,
   
  We are writing in reply to BBB case number 20815155.
   
  We would like to confirm that in service to our clients we support you by reintegrating total amount of booking JCC7JZ in electronic credits for future transportation with Volaris. At the same time, we confirm electronic credits were already redeemed in bookings KDFRYJ, HB3QXP, NCJLGZ and IBQ48Z, available to travel in next November 04th, 2023, in route ZCL-TIJ-TJX.
   
  Booking: JCC7JZ
  Route: TJX-TIJ-ZCL
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution
   

• Initial Complaint

  Date:11/02/2023

  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, my mom and aunt had a flight on Wednesday afternoon due to a family emergency, they flew from *** to *** (10/18) in order to attend their connecting flight from *** to ******* (10/19). Once arrived at ***, we were given late notice that the flight had been canceled and that there would not be alternative flights until Saturday morning (10/21). The airline did not offer any accommodations or hotel rooms for the night. We decided to buy tickets to return to *** in order to board the *** to ******* flight on Thursday (10/19) afternoon at 2:10 p.m. Unfortunately, the flight from *** to *** kept getting delayed making them miss the flight from *** to ******* on Thursday. My mother called the call center before the 4-hour **** in order to change the flight to another day. My mother was able to contact them, but after speaking for 20 minutes, the call center representative hung up on my mom. Leaving her unable to change her flight. I then attempted to call customer service and explain the current situation, but I was met with dismissal. Ultimately, my family incurred significant expenses for these flights and was never able to reach their final destination of ******* for our time-sensitive family emergency.This was the worst experience we have gone through with the airline and it was unprofessional for the representatives to not offer alternatives to change flights, even though we had called before the 4-hour ****, during which we were hung up on. We have the call logs as evidence to show that we were speaking to customer service within the time restrictions to change the flight.We called again on 10/29/23 and customer service kept insisting that we called after the 4-hour ****, but our personal call logs show that we called to change the flight before the 4-hour deadline. Once we were transferred to the supervisor, the airline customer service hung up on there and we were not given a callback.

  Business Response

  Date: 11/03/2023

  Dear ******************,
  
  We are writing in reply to BBB case number 20813968.
  
  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 electronic credits 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: VGS8YQ
  Route: SJC-MLM
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:10/31/2023

  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.

  This company is a scam. I purchased the most expensive ticket because it said reembolso total which means total refund in the case of cancellation and now they have failed to provide me with this claiming they can only offer an voucher. There is nowhere that states a refund is a voucher. They are purposefully deceiving customers into paying more and then scamming them. They have also stopped replying to my complaints.

  Business Response

  Date: 11/03/2023

  Dear Ms. ********************** are writing in reply to BBB case number ********.
  
  We would like to confirm that purchase of booking was made last October 26th, 2023,  trough the Volaris website, and it was acquired with the Plus Fare that according to corresponding terms and conditions indicates that for any flight segment acquired by paying the Plus Fare you can cancel your flight and request a refund of your ticket up to 24 hours before the departure of the scheduled flight in your reservation, as long as you have not completed your flight documentation, either by electronic or at the airport, and its specified that client will receive the reimbursement of the total cost of your flight in an Electronic Credit  for future transportation with Volaris.
  
  We share with you the link where you will be able to find all this information: *****************************************************************************************************
  

  Thank you for your understanding.

  Sincerely,

  Volaris Customer Resolution