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:07/01/2023

  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 booked a roundtrip from ***-***-*** in February for a business trip. On my way back to ***, I have a connection flight from *** to *** (operated by Volaris), and *** to *** (by swoop airline).While I was never notified of a modification to the schedule, I found out over myself the last few days that Volaris has significantly delayed my flight from *** to *** on July 16. As a result, I won't be able to catch the flight from *** to *** anymore. I reached out to Volaris for a refund, hotel accommodation and compensation but they refused to do so. I'm looking for BBB's assistance.

  Business Response

  Date: 07/05/2023

  Dear ********,
  
  We are writing in reply to BBB case number 20264225. 
  
  We confirm that we will be processing the refund of booking KBM3XM to the original payment method. This reimbursement will be reflected in your account in the next **** business days.
  
  Route: ***-***
  
  Its important to consider that if at any time you made a chargeback bank petition, the refund may not be processed by Volaris.
  
  Thank you for your understanding. 
  
  Sincerely,

  Volaris Customer Resolution

  
  

• Initial Complaint

  Date:06/28/2023

  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.

  Transaction: 4/26/23 Money paid: $239.96 Airline flight: ********* (***) to *** Issue: Refund. I purchased a flight for my father, who was in ********* at the time, on 4/26/23 at around 5:30 PM. I live in CA. When I received the confirmation email, I noticed in small print at the bottom of the email that it stated that if the ticket was purchased with a debit or credit card, the card must be shown at check-in at the airport in order to verify the payment. When purchasing the ticket, the website did not state that the physical card must be presented to board the plane. I reached out to Volaris via WhatsApp on 4/27/23 at 11:06 AM regarding this matterabout 17 hrs after purchasing the ticket. I did not get a response about that matter, so I followed up at 2:42 PMabout 21 hrs after purchasing the ticket. Someone responded on 4/28/23 at 2:49 AMabout 33 hrs after purchasing the ticket. The representative told me that my father would not be able to board the plane without the cardholder AND the physical card. I asked for a refund because there was no way the cardholder and the card were going to show up to the airport in *********. The representative told me that their cancellation/refund process is only valid within 24 hours of purchasing the ticket. I explained how I did contact them about this matter within the 24 hour cancellation window, but it took them HOURS to get back to me, and by then, the window had passed. At which point, the rep stopped replying. I had to borrow money to purchase my father another flight with a different airline and he was forced to stay longer in ********* than expected because of this problem with Volaris.I have called, emailed, and messaged with them via WhatsApp and Messenger. For the most part, they just stop replying to my messages. I have been told that there is nothing Volaris can do because I did not cancel the flight within 24 hours of the purchase and also because the reservation date already passed.

  Business Response

  Date: 07/03/2023

  Dear **************, 
  
  We are writing in reply to BBB case number 20252707. 
  
  We confirm that we will be processing the refund of booking VCSYJZ to the original payment method. This reimbursement will be reflected in your account in the next **** business days.
  
  Its important to consider that if at any time you made a chargeback bank petition, the refund may not be processed by Volaris.
  
  Thank you for your understanding. 
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 07/04/2023

   
  Complaint: 20252707
  
  I am rejecting this response because: it does not address the issue at hand in full. A reimbursement of the flight fare is the bare minimum that Volaris should do. Volaris is not doing me a favor by reimbursing what I spent. In the email they sent me, it clearly states that they determined that I did in fact attempt to cancel/refund the flight within 24 hrs of purchase. However, there is no mention of the more expensive flight I had to purchase due to the misinformation their representative gave me via WhatsApp. Furthermore, my dad had to stay in ********* an extra week. He was forced to spend more money over there for that extra week and he missed commitments here in CA because he did not make it back on time. Volaris is definitely responsible for additional compensation because they caused this ordeal with their misinformation and carelessness.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/05/2023

  Dear **************,
  
  We confirm that corresponding refund of booking VCSYJZ was applied under the same form of payment on file last July 03rd, 2023,it can be seen reflected in your account within the next ***** business days.
  
  After validating the information in booking we would like also to confirm that the payment card is only requested physically at the airport in case that your bank does not recognize the payment, in the case of booking VCSYJZ this was not the case.
  
  Regarding flight cancellation request, we confirm no attempts to cancel the booking is registered within the 24 hrs, in service and fore one time exception refund was applied, a compensation or reimbursement for additional expenses is not applicable.
  
  We appreciate your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20252707
  
  I am rejecting this response because: the information provided to me is inconsistent. First, I receive an email stating the card must be shown to fly, then I am told via WhatsApp that the physical card is not necessary, in the following message on WhatsApp, I am told actually it is necessary or else my dad wouldn't be able to board the flight. Even the information regarding the refund is inconsistent. In the screenshot I submitted of an email for Volaris, I am told that they understand that I did attempt to request the cancellation within the 24 hours. Now I am being told that I am being reimbursed as a courtesy. The bottom line is that Volaris employers gave misinformation which had repercussions in the sense that we had to spend more money on another flight and my dad was forced to stay in ********* for an extra week. For this reason, Volaris should provide a compensation in addition to a full refund.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/25/2023

  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.

  Volaris made me choose my seats for a flight and charged me. Once I boarded the flight they informed me that we could no use those seats because of the age of my children. Volaris has not responded to complaint left on their website

  Business Response

  Date: 07/03/2023

  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:06/25/2023

  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 airlines delayed our flight by 3 days. When asking them if the can accommodate for an extra night, the airlines took until the day we needed the hotel to call me back. My family was forced to check out of our current air bnb and was forced to reserve a hotel somewhere else because we did not want to be left in the streets of *********** while the airlines decided to call us back. The airlines refused ti accommodate for their error and we had to suffer and pay more for their errors.

  Business Response

  Date: 07/03/2023

  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:06/25/2023

  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.

  This is my pain to share this again and again. ( ref old BBB complaint #****8817 )Date of Transaction : Flight Ticket Purchased on 02/24/2023 and Complaint to Airline registered on Monday ( 06/19/2023 )Amount : $ ******** USD + Stay expenses Business Commitment : Family ( 3 passenger will fly from ******* to ****** on 07/14/2023 and return from ****** to ******* on 07/20/2023 with following flight details Friday 14 Jul 2023CRRBORDCUN11:04 AM / 03:02 PMChicago, ****** T5 (***) - Cancn, Cancn T2 (***) Y4 **** ( per passenger 1 personal item + 1 cabin baggage ) Thursday 20 Jul 2023CRRBORDCUN01:00 PM / 04:58 PMCancn, Cancn T2 (***) - ********************* T5 (***) Y4 **** ( per passenger 1 personal item + 1 cabin baggage ) Nature of Dispute : Airline change return itinerary without any intimation ( over email / call / text ), when generated a complaint Volaris communicated over email with change of itinerary ( again they communicated after i generated complaint ) ****** to ***************)Total flight duration: 0m Non-stop Flight F9 45 Operated by Frontier Airlines Aircraft type:flight_takeoff 12:00 AM ****** flight_land 12:00 AM ***************)****** to ***************)Total flight duration: 7h 47m 1 Stop, *********** (****) Flight Y4 703 Operated by Volaris ****** Aircraft type: A320 flight_takeoff 10:02 PM ****** flight_land 11:30 PM *********** (****)watch_later Wait of 1h 15min layover in *********** (****) Flight Y4 826 Operated by Volaris ****** Aircraft type: A321 flight_takeoff 12:45 AM *********** (****)flight_land 05:49 AM ***************) Business solution status : generate complaint on 06/19/2023 which closed without solution Tracking Number : Volaris Complaint #******* #******* #******* ( this is still open )This is family vacation, i already spent my stay cost, i cant change my itinerary . Even if you see changed booking one will surprise how a person can travel two times while coming back ? Expecting 100% refund URGENT

  Business Response

  Date: 07/03/2023

  Dear ************,
  
  We are writing in reply to BBB case number 20234229.
  
  We regret the inconveniences. We would like to confirm that total refund of booking TD71VJ was applied last June 27th, 2023 into the same form of payment on file. 
  
  You will be able to see it in your account within the next ***** business days.
  
  Booking: TD71VJ
  Route: ***-CUN-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:06/24/2023

  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 tickets to fly back home from *********** back to ****** ********. We had to take Covid Test in order to be cleared to fly and my mother tested positive for Covid. We submitted her test results in order to reschedule her booking. The airline did not want to reschedule even though she could not legally fly due to testing positive. I submitted claim with my credit card company and they made Volaris give me a credit for the same amount. I could not book a flight using the companies credit. They are impossible to reach and no one has reached out to help.

  Business Response

  Date: 07/03/2023

  Dear ******************
  
  We are writing in reply to BBB case number 20232461.
  
  We understand that your travel plans can change unexpectedly, based on the agreement with our representative, we would like to confirm we support you by reintegrating the total amount of not boarded flight GDL-DEN in electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in booking K5V5JL.
  
  Booking: K5V5JL
  Route: GDL-DEN
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:06/24/2023

  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.

  I recently purchased a flight through Volaris.com for my grandmother. We arrive to the airport with 4 hours in advance. There is line wrapping around Terminal B just for this airline. I go up front and ask the people around who work for the airline that my grandmother is traveling alone. She needs a wheelchair and I show them my information. All they kept telling me was that I needed to wait in line. I do this about 4 time while I wait. It becomes closer to ******************************************************************************************************** an hour and the wheelchair takes about 20-30mins. I go up to the counter and then **** explains that the plane that arrived is much smaller and that my grandmother will not be going. She offer an alternative flight but I reject it. I explain that we live far from the airport and cannot come back. She tell me to call the airline and to speak to a representative. By the way the airline placed my grandmother in an new flight at 9am when we got home at 3am. Not enough time for her to make it home. I come home call the airline and they explain that the ticket counter is the only place to get refunds. That I need to go to the airport to get a refund.

  Business Response

  Date: 06/24/2023

  Dear **********************,
  
  We are writing in reply to BBB case number 20230977. 
  
  We confirm that we will be processing the refund of booking LE35VG to the original payment method. This reimbursement will be reflected in your account in the next **** business days.
  
  Route: ***-GDL
  
  Its important to consider that if at any time you made a chargeback bank petition, the refund may not be processed by Volaris.
  
  Thank you for your understanding. 
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:06/21/2023

  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.

  Volaris applies fees to you and changes prices within minutes and they make u pay for extra luggage if your traveling with another person they only let u take 1 55lb luggage but it counts for 2 passengers even if we each paid our own ticket we can only carry 25 lbs bag each in not to excede 55lbs and when your about to pay the page freezes and have to refresh the page and the price changes and at the airport they charge u for even printing out the ticket

  Business Response

  Date: 06/24/2023

  Dear **************,
  
  We are writing in reply to BBB case number 20218601.
  
  We regret the inconveniences in which you tell us that you were not satisfied with price cost of luggage fee through or sales channels; in this regard we would like to comment that fees are subject to availability, we confirm the prices vary depending on when these services are purchased. The services have a different cost if they are purchased at the time of purchase, pre-flight or at the airport, the costs are indicated on our website. Its suggested to purchase the service prior to your flight or also at the time of booking purchase so the cost is lower.
  
  Based on our reservation system, booking QIZURX was acquired with the Basic Fare, documented baggage was added for two passengers with corresponding charge. In service to our clients and for one time exception we support you by reintegrating the total amount of luggage fee service in electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address: ***********************
  
  Booking: QIZURX
  Route: UPN-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  

• Initial Complaint

  Date:06/20/2023

  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 Volaris airlines lost my babys twin stroller on March 11 on the trip from ****** to **********. I followed all the procedures filing a baggage claim and other document to start the stroller search or request the refund. The airline ignores the clients and does not reply back with any solution. I made 100 attempts to contact the airline but they do not follow up baggage claims by phone only online and still online no reply at all. They even closed my ticket for comments. All the receipts, tickets and other requested documents were submitted online in the ticket number *******, *******. It is ridiculous how is it possible to treat their clients like that , so i was left without money and twin stroller for my babies. I attached a ticket info below.

  Business Response

  Date: 06/24/2023

  Dear Ms. ******************* are writing in reply to BBB case number 20210104. 
  
  We regret the inconveniences. Regarding your reported lost luggage in flight 619 CUN-GDL last March 11th , 2023, we would like to confirm that we issued a compensation thought a wire transfer, we confirm this was applied last June 23, 2023 into the provided account. Attached you will find the transfer receipt.
  
  Booking: PG5WRN
  Route: CUN-GDL
  
  Thank you for your understanding. 
  
  Sincerely,
  
  Volaris Customer Resolution
  

• Initial Complaint

  Date:06/20/2023

  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.

  Dear BBB,I wrote a complaint on BBB 2 months ago regarding my broken suitcase caused by Volaris airline. (Case number: #********) Thanks to your company's interference, the airlines responded and promised me for a compensation. At the time, I thought the case was going to resolved, so I agreed to close the file here at BBB. However, I haven't been able to receive the compensation. Therefore, I am writing to ask for help from BBB.The airline stated that it required 21 business days for the money to process. I contacted them after 21 days when I still had not received the money. They showed me a proof of transaction. But, they transferred the money to the wrong bank account. They did not follow the letter of instruction that I sent to them and transfer to the wrong bank (since **** HK is independent from **** US). When I told them about the wrong account and ask for a further update, they failed to respond. I have waited over a week now. No one is replying to me. I don't know if they are going to transfer the compensation to the correct account or not. They seem reluctant to handle my case now. However, there is nothing I can do from my side according to my bank. It is the airline's responsibility to transfer the money to the correct account. Is it possible to help me reach out to the airline? I would like to ask them to provide an update on the current situation and make the correct transaction.Attached please find the proof for the incorrect transaction, my email stated the letter of instruction, and the screenshot showing their lack of response. Feel free to contact me through email if further proof is needed from my side.Thank you,******************

  Business Response

  Date: 06/24/2023

  Dear *************,
  
  We are writing in reply to BBB case number 20209005.
  
  We regret the inconveniences. We confirm your compensation is in process through a wire transfer, we are working with our accountable area for the corresponding process, it has already been requested to expedite it so it can be reflected in your account in the shortest possible time. Once it is applied, we will be sharing the transfer receipt.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20209005
  
  I am rejecting this response because:
  Thank you for your help in this matter. However, Volaris airline hasn't provided me with the refund. The company said a transfer receipt would be sent to me once the transfer is completed on their end. I still have not received any money nor transfer receipt. There is reason to believe that they are still stalling and have no intention of sending me the refund. Is it possible to keep the case open until I have received the refund?
  
  Thank you,
  ******************;

  Business Response

  Date: 07/14/2023

  Dear *************,
  
  We are writing in reply to BBB case number 20209005.
  
  We are sorry for the day and we confirm your compensation is in process through a wire transfer, we were informed is in the final stage with our accountable area for the corresponding payment process.
  
  Once it is applied, we will be sharing the transfer receipt.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 07/16/2023

   
  Complaint: 20209005
  
  I am rejecting this response because:

  I have requested for a transfer receipt from Volaris Airline but I was not able to receive any after waiting for over 2 weeks. One of the employees communicated with me claimed that the transfer was conducted, however I could not receive any money nor receipt proving the transfer was conducted. They fail to respond to me as well. I provided details on how to conduct international transfer as well, so they should know how to conduct the transfer or would contact me when they have encounter any questions. There is reason to believe the said transfer was never conducted and they were plainly stalling me.  Hence I want further support from BBB.   

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

  Business Response

  Date: 07/22/2023

  Dear *************,
  
  We are sorry for the day and we confirm we are working with our accountable area in your refund process. Once your refund it is applied, we will be sharing the transfer receipt.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution