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: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

• Initial Complaint

  Date:10/24/2023

  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.

  The issue that I wish to address is the **Pass program offered by Volaris airlines. The off is that one pays a monthly fee, around $80. And the bff we befit is that one is given a (free) flight anywhere volaris services in ******. The problem is that volaris has the absolute worst customer service. One cannot reach them if there any problem. When you call the helpline youre told to file your complaint or issue on their WhatsApp site. I have done so multiple times and have never received an answer. The issues are many; one can never change ones password on your own. In September I wanted to use the **Pass to travel to my home in *************** however for some reason Volaris did now charge me the regular monthly fee. So I was unable to log on and book a flight with volaris. I had to use another airline. Then in October I was charged again but I had already booked my flights. Again I tried to reach out to volaris with no success. My issue is that this airline takes advantage of their customers as you can see by all the complaints that are file. They deceive and defraud their customers without any accountability. They should not be allowed to operate in ***************** without the normal customer services that are common with every other airline. Thank you, *****************************

  Business Response

  Date: 10/28/2023

  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: 01/29/2024

   
  Complaint: 20775899
  
  I am rejecting this response because: Im following up on a claim against Volaris Airlines back in October that I made with BBB. It has not been resolved and the issue continues.
  Please advise on the status of my claim and if there is anything further that can be done.
  
  
  
  Sincerely,
  
  *****************************

  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:10/17/2023

  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 left my very nice camera on one of my flights from **** to ***********. I have been trying NONSTOP for the past 2 days to contact someone (A REAL PERSON) from this airline to see if anyone turned it in. I have sent detailed emails, ******** messages and posts, even tried ******* (X) and I just get the run around from them. I get an automated chatbot and when I do get a human, they send me to the contact page on the airlines website that leads me right back to Whats App and ******** messenger. I tried to contact the online sales people, they are no help. I have Spanish speaking friends helping me with these contacts and one of them did get ahold of someone at Volaris airlines. He gave them the VERY detailed description of my camera and she said "We need more details and a serial number." That was argued, since my description was super detailed and she said "Well she can come down here then." And do what? I won't be traveling unless they can confirm they have my lost camera. Which they cannot seem to do. Here is the description of my camera: A black Canon EOS 80D camera in a black case with pockets on the side. In one of the pockets is some seashells. Attached to the camera case is a black lens case with a blue zipper with a zoom lens in it for the camera. The camera strap is a dark blue floral print. On the camera are pictures of my family in the pool, at the Arch in ****, and some photos of my sister in laws wedding. I was on flight 747 from **** (***) to ****************) at 2:05pm on Sunday Oct. 15th, 2023. My family was sitting in seats 39 A, B,C,D. Because of the lack of help from this airline, I am starting to think that they have my camera but are just going to keep it for themselves. At this point, all I can do is file a complaint and post EVERYWHERE about this airline and it's horrible customer service and company that steals from its customers.

  Business Response

  Date: 10/28/2023

  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:10/14/2023

  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.

  On September 16, 2022 I purchased a round trip ticket from ***-*** departing 9/15/23 and retuning 9/18/23 for $398.58dls. Reservation code B77GHV. My departing flight was delayed 4 hours, and I was offered a voucher. I accepted the voucher but it turns out that when I accepted the voucher, my returned flight got void, and I noticed this when I was trying to do the check-in for the returning flight. I was told that I did not have a returning flight because I accepted the voucher even though the voucher was issued to me for the affected departing flight for which I had to wait 4hrs in the airport not the retuning flight. Long story short, I had to repurchased my returning flights using the 6 vouchers that were issued to me. The price of my repurchase tickets was $1091dls. However the vouchers were applied only partially and not in full, so I had to paid an additional $213dls to cover the rest of the balance. So I want to know why the airline void my returning flight and why the vouchers were only applied partially. I have made multiple attempts to get help from the airline in this matter but their customer service is useless and unprofessional.

  Business Response

  Date: 10/28/2023

  Dear ******************,
  
  We are writing in reply to BBB case number ********.
  
  We regret inconveniences for flight itinerary affectation in booking B77GHV. We want to confirm that based on our system electronic credit for the 125% of flight cost MEX-*** was issued and credits were already redeemed.
  
  At the same time, we confirm that due to delay in flight ***-MEX also electronic credits were issued as compensation and redeemed by the client.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 10/30/2023

   
  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:10/10/2023

  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 purchased round trip tickets March 2, 2023 for travel to ****** travel dates 2/18/24-2/24/24, 4 passengers, all flights insured. I happen to log in to check my reservation as a family friend who is also traveling advised she noticed the return flight was changed from 2/24/24 to now 2/26/24 and our departing flight on 2/18/24 was changed to a later time. I contacted Volaris today 10/10/23 and was told they dont have to inform passengers until 30 days from travel date. I read the terms and conditions of schedule air passenger service and it reads that they will inform passengers as soon as possible or at least 30 minutes from the time of flight change. They did not abide to the terms and conditions, I have yet to receive any notice advising of the change. Furthermore, I could not be guaranteed that this would be the only and last change to our flights and was told insuring our flights does not guarantee we would not have flight change. This business continues to do as they please not abiding to policy and not being held accountable for their actions. Id like to request a formal investigation on the business

  Business Response

  Date: 10/25/2023

  Dear **************.
  
  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences for flight itinerary change, those are operational moves without any intention to bother you. In service to our clients a compensation of the 25% of the price of booking was issued in electronic credit for future transportation with Volaris, the electronic credit details were sent to email address registered in booking.
  
  Booking: J9CRSS
  Route:CUN-GDL-OAK
  Thank you for your understanding,
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20722109
  
  I am rejecting this response because: the response does not mention any resolution or accountability for not adhering to their terms and conditions of notifying passengers of flight change. As of today, 10/26/2023 I have yet to receive any notification from the business regarding the fight change. I am requesting a formal notification in writing of the flight changes. Their resolution mentions a discount of erred to me for future travel but I have yet to receive it. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/03/2023

  Dear **************,
  
  We want to inform you that we have tried to contact you at **************, however, we have not been successful to reach you.
  
  Continuing with your BBB case number ******** and your compensation process due to the flight itinerary change in booking  J9CRSS.
  
  We share the details of your electronic credits as the 25% compensation,there is a deadline to book, but you can choose to travel on any date or route that is available on our purchasing channels.
  
  Name of the person who will travel: **************************
  Deadline to reserve: April 22, 2024
  Electronic credit number: 76721121543500001
  Available amount*: $643.00 MXN
  
  Name of the person who will travel: **************************
  Deadline to reserve: April 22, 2024
  Electronic credit number: 76721207515600001
  Available amount*: $643.00 MXN
  
  *If after using this electronic credit there is a remainder,it can be used in future purchases until the available amount runs out, as long as it is used within the deadline to reserve.
  
  Purchase channels to make it valid:
  
  On our website www.volaris.com or in the official Volaris app, you must choose electronic credit as a payment method.
  
  Conditions:
  
  It is personal and non-transferable.
  Applies to the total cost of the flight.
  If the total cost of the flight is higher than the amount of the electronic credit, the missing difference must be covered with your own resources.
  Only one electronic credit can be used when purchasing a reservation.
  If the electronic credit is not used before the reservation deadline, it will be lost and cannot be used.
  Once the amount of the electronic credit has been redeemed, its return or refund cannot be requested.
  There are no name changes on reservations paid with electronic credit.
  
  Find out in the following link the steps you must take to redeem your electronic credit:
  **********************************************************************************************
  
  At the same time, we confirm that based on the call with our **** Center agent, client confirmed to accept new itinerary.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20722109
  
  I am rejecting this response because:
  It does not address my specific requests. Why have I to date not received any written notification about our flight change? When can I expect to receive it? I am formally requesting it be sent via email. Why does this business continue to not abide my their terms and conditions as set forth of notifying passengers of flight changes? Why am I only receiving a 25% compensation for 2 flight changes when our departure flights time was changed and our return flight date was changed for me and my family, a total of 4 passengers x 2 flight changes per passenger. 
  

  False, when I spoke to the Service Advisor I never agreed to the flight change, I was not aware I had a choice. Do I? 

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

• Initial Complaint

  Date:10/10/2023

  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.

  Please inform me about the steps necessary to activate my Volaris Annual pass? Unfortunately, none of the options IO have been given to me so far have been effective. It's been nearly two months, and I haven't been able to use the pass due to issues with your website's functionality. What is the next course of action? I've invested $400 into this pass, and I haven't received or have been offered a refund. I certainly dont want you to keep charging that pass in the future unless we get this straightened out immediately. Can you offer any guidance on how to proceed? Is there another department at Volaris that I can reach out to for further assistance?

  Business Response

  Date: 10/24/2023

  Dear **********************,
  
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that after a validation you Annual Pass membership is active and works correctly. According to terms and conditions Volaris Annual Pass seats are based on availability and they are published 24 hours in advance for domestic destinations and 3 days in advance for international destinations. You can use the Volaris Annual Pass to book flights on any date of the year, and you only have to follow the booking restrictions for domestic and international destinations.
  
  You will be able to find this information in the Volaris website: ************************************************************************
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:10/08/2023

  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.

  We booked a flight through volaris for October 14th and then they changed the itinerary and it didn't work for our family so we chose to cancel the trip and get refund. Which I submit through their website) have called and submitted multiple times to get the refund processed. Before they keep reference me to an email(which found and try but it says credit is unavailable) or submit a ticket through volaris online (which i have total of 4 times and no response) I have asked to have email reset to Me but they say they can't. Its almost **** what company can't resend an email.Customer service has been very unhelpful and not will to get me my refund. Just keeps giving me the run around.

  Business Response

  Date: 10/12/2023

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

  We are writing in reply to BBB case number 20711699. 

   We regret the inconveniences; We would like to confirm that the corresponding refund of booking L91H3S is in process into the same form of payment on file a Mastercard XXXXXXXXXXXX1915, this refund may be reflected during the next ***** business days.
   
  In case you made the purchase trough an agency we suggest to validate directly with them that the refund was already applied by Volaris.
   
  Booking: L91H3S
  Route: ***-***-***
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution 

• Initial Complaint

  Date:09/23/2023

  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 have 2 reservations with Volaris. We booked the sets of flights on 09/20/23 & I called them today to inform them that we found out today 09/21/23 that we would not be able to travel due to legal proceedings. I explained to them that this is completely out of our hands and that we had all intentions to travel as this trip is for an appointment at the US Consulate in *******************. The representative started that there was not mich they could do but credit us 45 dollars per passenger or change the flight, for which they require an exact date of travel a date that is unknown to us as the Consulate did not provide that. It is unreasonable for the airline to keep the full price of 8 tickets when we CANNOT travel to ******.

  Business Response

  Date: 09/28/2023

  Dear ******************, 
  
  We are writing in reply to BBB case number ********.  
  
  We understand that your travel plans can change unexpectedly, based on the agreement with our representative, we would like to confirm that in service to our clients and for one time exception we issued new electronic credits for future transportation with Volaris for the total amount of booking LCUHGJ and CJPYFB, 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: LCUHGJ /CJPYFB
  Route: CJS-GDL/GDL-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:09/18/2023

  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 booked tickets on this airline. They kept changing my flight without even letting me know. I cant go on this trip because they dont have flights for me to get back to *******. They change my flight 2 times and they didnt even tell me. I want my money back. This trip has been cancel

  Business Response

  Date: 09/26/2023

  Dear *****************, 
  
  We are writing in reply to BBB case number 20622537.
  
  We would like to confirm that the corresponding refund of booking FK9RYB was applied trough a wire transfer last September 12th,2023. 
  
  Attached you will find the corresponding refund receipt; we recommend you verify it directly with your bank institution.
  
  Booking: FK9RYB
  Route: GDL-LMM-GDL
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:09/18/2023

  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.

  Hello, I originally filed a complaint with the BBB last year when Volaris refused to credit me for flights that were flagged as a non-flight area. The BBB helped get through to someone there and they agreed to credit me for my flights and I was told I had 1 year to book new flights for the same people (me and my family of 4). I agreed and traveling has not been priority in our lives at the moment. However, I know I am coming to end of that year **** so I decided to try and book flights now and to my surprise the voucher expired in March! That is a insult to injury. The representative I spoke to assured me I had 12 months, not a few months to re-book. I would like them to honor my credit and I can book new flights now but I do not agree with the bait and switch used to closed the initial complaint. I never thought of pulling up the credit voucher earlier based on my conversation with the representative I spoke to *******************************.

  Business Response

  Date: 09/26/2023

  Dear *********************,
  
  We are writing in reply to BBB case number ********.   
  
  We confirm that based on our agreement with our representative, in service to our clients and for one time exception we issued new electronic credits for future transportation with Volaris for the total amount of booking IBDBQZ, 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. We confirm electronic credit expire next March 20th, 2024.
  
  The electronic credit information is sent to the email address registered in booking.
  
  Booking: IBDBQZ
  Route: TIJ-ZCL-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  

  Customer Answer

  Date: 09/27/2023

   
  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,
  
  *****************************