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:09/18/2023

  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.

  9/11/23 Bought an air ticket to ******, Baja. Then received 4 emails with contradictory and incorrect info. I tried to get info from Volaris's associate company, eSKY. They had no phone #, but said they would give answers for $1. They took my **** card. I immediately got a fraud alert from my credit card wondering if I authorized $55 (NOT $1.) We blocked that charge. That was the beginning.The email from Volaris said I paid for the ticket with a Master Card. (I do not OWN a Master Card.)I have no confidence that they would get me where I wanted to go.I filed a claim with Volaris to cancel the ticket and refund my money. It was denied.etc etc

  Business Response

  Date: 09/28/2023

  Dear **************,
  
  We are writing in reply to BBB case number 20619049.
  
  We would like to confirm that booking SG6DUQ was purchased last September 11th, 2023 through an agency and based on our system was paid with a MasterCard ending **** for an amount of $ ****** USD, no other kind of payment it is registered in booking. In this case if you made the purchase through an agency, it is necessary to validate the payment method directly with them.
  
  Booking: SG6DUQ
  Route: TIJ-LTO-TIJ
  
  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

• Initial Complaint

  Date:09/14/2023

  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 Tuesday, September 5, 2023, I purchased two tickets over the phone with Volaris. It cost $1138.78. I asked if I could get the flight for Wednesday night because my parents needed to make sure they had enough medicine for themselves if they stayed longer than a month in ******. My parents had to go to ****** for a family emergency. A family member is dying and has to say their goodbyes. When I took them to the airport Wednesday night the tickets weren't valid because the person I spoke to made the tickets for Wednesday morning. I tried to see if they could switch it and they said all sales are final. So I had to pay for two other tickets so they could go on the flight. I spent an extra $895.00. I called Volaris Thursday morning to see if I could get a credit or a refund and again they said all sales are final. I then asked to speak to a manager and the same thing was said that all sales are final. I am writing you because I don't think this is right. I believe the airline Volaris should make sure with the purchaser that the days match when the tickets are supposed to be used. Please help me get a credit or a refund. I don't have money to waste I work two jobs just to support myself and for me having to pay almost double I don't think that is right. Thank you for your time

  Business Response

  Date: 09/22/2023

  Dear ****************, 
  
  We are writing in reply to BBB case number 20600674. 
  
  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: S9YDJV
  Route: ***-GDL
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 09/25/2023

   
  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:09/13/2023

  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.

  Volaris airlines lost my luggage on 9/3/2023 no information has been provided.*************************** Reservation number: J1426E Claim #********** Volaris has not been responding, everyday they state someone will contact me by the end of business day. Flew into ******/Durango with no clothes. My vacation money was spent purchasing clothing items and toiletries. Seeking compensation for lost items as well as purchased items while on my trip.

  Business Response

  Date: 09/26/2023

  Dear ******************

  We acknowledge receipt your complaint # ******** . A customer service representative will contact you shortly to review your case,please be attentive to receive a phone call during the next days.

  Sincerely,

  Volaris Customer Resolution

• Initial Complaint

  Date:09/12/2023

  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.

  Tried changing a flight date and are trying charge double of the original price purchased, asked for credit and was told no I would have to cancel and not get a refund at all.

  Business Response

  Date: 09/26/2023

  Dear Ms. ****************** acknowledge receipt your complaint #******** . A customer service representative will contact you shortly to review your case, please be attentive to receive a phone call during the next days.

  Sincerely,

  Volaris Customer Resolution

• Initial Complaint

  Date:09/08/2023

  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.

  This is in regards to 5 tickets I bought with ********************** months in advanced from ***-***-*** on 6/29/23-7/3/23 reservation code# ******, 1 week an a half before our trip, we were informed that our returning flight changed, we were flying with 3 children 2 or those were 4yrs and 5yrs that was the reason why we bought a no connection flight, the only option provided on the email to flight back was a flight with a 10hrs connection arriving until 7/4/23. Due to small children, and work, we requested our refund, after several calls and emails, we were able to provide all needed bank information for ********************** to issue the refund, as of now almost 2 months later and all information reviewed and approved by their financial dep. No refund has been issued, I have spoken to several supervisors most of them have escalated the issue promissing someone will call or email me, but no contact whatsover (reference#s supervisor's names and escalations can be provided). At this point I think is unfair to keep a client waiting such a long time for a refund caused by an airline issue out of the passanger's control. I am willing to open a claim with the BBB, with DOT, even sue ********************** in one small complaints court in my state or I am willing to fly to *********** to open a claim with the PROFECO or with Direccion ******* de ******** Civil. I at least request my full refund and an apology from the airline and I am not even asking for anything else due to us having to purchase new tickets with United Airlines paying double. Those practices have to stop and the airlines have to be punished and accountable for those.

  Business Response

  Date: 09/22/2023

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

  We are writing in reply to BBB case number 20578080.

  We would like to confirm that corresponding refund trough a wire transfer still in process with our accountable area, due to the payment has to be authorized and auditable, we have already requested to expedite it so you can see it reflected in your account in the shortest possible time.

  We offer a sincere apologize for all the inconveniences.

  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20578080
  
  I am rejecting this response because: you are not even providing a time frame, every single person that I have spoken to have said the same will expedite it, but has to go to that dep, and that dep is not even reviewing it. I will accept the option once I see my refund, almost 3 months processing a refund with everything in hand is unacceptable. My next action if this is not giving me my refund will be a small claims court.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/03/2023

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

  We would like to confirm that due to auditable process your refund is in process , we are still waiting for the Finance area to schedule the payment for its release, we cannot guarantee a specific date, however, we are monitoring every day to provide a priority, we ask for your kind understanding and please be sure that we are working and providing timely follow-up.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 10/07/2023

   
  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 got my refund, no 25% discount vouncher for future purchases for each ticket was received!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/07/2023

  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.

  8/31/2023 I had a reservation for a flight to leave ****** at 6:50 pm. My flight was delayed 3 hours leaving ****** at 10 pm. I was advised that I will receive a credit that can be used towards another purchased. When I try yo use my voucher it does not cover the flight as they only want to cover base fare when I wad told we could use it to cover taxes as well as the fees charged by the airline.

  Business Response

  Date: 09/15/2023

  Dear ******************
  
  We are writing in reply to BBB case number 20563650.
  
  We would like to confirm that based on the agreement with our representative, we issued new electronic credits for future transportation with Volaris. The new voucher details were sent to email address registered in booking. 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.
  
  Booking: T57ZPR
  Route: DFW-GDL
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:09/07/2023

  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 had bought my airplane ticket on August 10th for August 11th it was a round trip from *********** to ***********, when I arrived to the airport on August 11th to the airport 3 hrs before. They told me I needed my passport. I had not used my passport before when I have taken flight to another state that is why I did not take it with me. I always only take my resident card. The employee at the airport told me oh no worries you may come back tomorrow and we can just change your flight with no problems. My wife also called the call center and spoke to a supervisor and the supervisor told her no problem have your husband go tomorrow to the airport and they will change his flight with no price difference. So I went back the next day with my passport and the employee ( the same one from one day before ) said no she could not change my flight that I had already lost it, when she was the one that promise I could come back the next day and they will change my flight with no problem. And she made me pay for another flight ticket. So the employee at the airport and the supervisor through the call center were not honest, my wife called again the call center but they only put her on hold and left her thier. So I want a refund for the flight that they told me I lost, when they told me I was not going to have any problems, I could change it without paying anything. And not advising me what was going to happen. Thier are cmaras at the airport and also the calls should be recorded through the call center. reservation number is BJ63JR

  Business Response

  Date: 09/19/2023

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

  We are writing in reply to BBB case number ********.
  
  We confirm that the passenger has the responsibility and obligation to provide a current and valid ID, as well as the documents that in accordance with the applicable laws are necessary for its *************** in ****** and in foreign countries.
  
  In service to our clients and based on the agreement with our representative we support you by reintegrating amount of flight SAT-GDL in electronic credit for future transportation with Volaris. The electronic credit details were sent to email address registered in booking BJ63JR.

  Thank you for your understanding.

  Sincerely,

  Volaris Customer Resolution 

• Initial Complaint

  Date:09/07/2023

  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.

  We purchase five airline tickets on Volaris and they cancel our trip and gave us vouchers so that we can use for later. This vouchers are non transferable and have a six month expiration. I paid with a credit card I asked them if they could credit me back to the card I used to purchase the tickets but they said that they cant. This is absurd

  Business Response

  Date: 09/15/2023

  Dear ******************,
  
  We are writing in reply to BBB case number 20541409.
  
  We would like to confirm that based on the agreement with our representative, we issued new electronic credit for future transportation with Volaris. The new voucher details were sent to email address registered in booking. 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.
  
  Booking: FE6T2Q
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:09/07/2023

  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 am writing about a truly awful experience I had with Volaris Airlines. My Volaris confirmation number is EYRM8M. The flight number at issue is Y4-954. On August 18, 2023, my wife, my young daughter and I were stranded at *********************** Airport when out flight was delayed for several hours without any explanation. The Volaris staff was rude, agressive, and unhelpful. I asked for travel delay vouchers as compensation to get a meal while we waited for a new flight. The Volaris staff lied to us and told us their staff at another gate was taking care of the vouchers. When we arrived that the gate we were sent to, the Volaris staff said they did not know what we were talking about, they refused to give us a voucher, and the inexplicable delay was not their problem. Once our flight finally arived, the Volaris flight crew refused to honor our upgraded seating that we had already paid for and we were herded to less desirebale seats in the back of their airplane. This conduct is wholly unacceptable and we should be given a partial refunded and a voucher at a bare minimum.

  Business Response

  Date: 09/19/2023

  Dear ****************
   
  We are writing in reply to BBB case number 20544516.
  
  We regret the inconveniences for the delayed of flight Y4 954 ***-FAT. Due to this situation and based onthe agreement with our representative we issued electronic credits for future transportation with Volaris as compensation, the electronic credit details were sent to the email address registered in booking EYRM8M.
  
  Thank you for your understanding.
   
  Sincerely, 
  
  Volaris Customer Resolution

  Customer Answer

  Date: 09/20/2023

   
  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:09/07/2023

  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 had a bad experience with the kiosk machines in the ************ in ********* **. They charged me for my bags that I had already paid for and the Volaris staff did not help me, they only told me to pay or I could not board the flight, so I ended up paying double for my bags and the Volaris company did not want to reimburse me for the double payment of bags

  Business Response

  Date: 09/15/2023

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

  We would like to confirm that based in our system booking Z7JI7L was purchased last July 12th, 2023, through Volaris App nd was acquired with the Zero Fare, we confirm that the baggage allowance for national flights in basic fare only included a personal item. Validating, a documented baggage charge is registered in booking, which was collected on airport, in case passenger needs a carry-on, a checked baggage, additional baggage or if the baggage exceeds the maximum allowance, the corresponding fee has to be paid, the charged fee was correct.
  
  In service to our clients for one time exception and based on the agreement with our representative we supported you by reintegrating one piece luggage fee in electronic credit for future transportation with Volaris. The credit details were sent to email address registered in booking Z7JI7L.
  
  Booking: Z7JI7L
  Route: TIJ-AGU
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution