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:04/30/2025

  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 had to call and cancel my flight same day. I'd purchased it same day as well (it was accidental, I was using Flex Pay and thought it would take me back to the Volaris website to confirm). I called and spoke with an agent, who walked me through submitting a ticket (#*******) and confirmed a refund would be forthcoming between 7-21 days. I continued to follow up on the ticket to no ***ly ..I even submitted another ticket. I finally called, and in speaking with a *** they updated the ticket on 4/16 to say the refund was processed and coming within 7-14 days. They have to refund Flex Pay the money in order for Flex Pay to cancel the loan and say I don't owe the money anymore. It's been a month, and I'll be on the hook for any interest accrued during this time while waiting to be made whole by Volaris. I have the email stating the refund is being processed, so where is it?

  Business Response

  Date: 05/20/2025

  Dear *** ******, 

  We are writing in reply to BBB case number 23268457. 
   
  We would like to inform you that, following an internal review with the accountable department, we confirm that the refund requested for reservation BG7W9A was processed on May 14th, 2025, to the original form of payment method, for the amount of $ ********* MXN ($ ******** USD).
   
  Additionally, please note that since the purchase was made using a UATP card, any matters related to the payment or refund must be handled directly with the payer of the reservation.
   
  Should you have any further questions, we remain at your disposal.
   
  Sincerely, 

  Volaris Customer Resolution

• Initial Complaint

  Date:04/23/2025

  Type:Sales and Advertising 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 luggage did not arrive on a Volaris flight from ****** to ******. My luggage included clothing and items I needed to attend a business conference. I was told by the baggage agent to purchase items that I needed, keep the receipt and submit for a refund. I had to buy clothing for two days, makeup and toiletries. The total expenditure was $188. I have submitted numerous times to the airline and have been told they will only give me a $49 voucher for the airline. That is not acceptable. I do not plan on flying the airline ever again and was specifically told to make the purchase and submit for reimbursement by an airport baggage agent. After I declined receiving the $49 voucher, Volaris has refused to respond to any further communication.

  Business Response

  Date: 04/30/2025

  Dear Ms. ******* *********,
  
  We are writing in reply to BBB case number ********.
  
  We regret the inconvenience caused by the delayed luggage in booking MER9NW on March 20th,2025.
  
  We would like to confirm that after a review of your case we will proceed with luggage fee refund and for the reported expenses, for a total an amount of $ ****** USD through a wire transfer
  
  Based on the above, we confirm that the case has been successfully addressed and resolved to our customers satisfaction, who has agreed with the proposed solution and the submission of the required information for payment processing.
  
  We reaffirm our dedication to supporting our customers and remain at your service.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my dissatisfaction with the recent experience I had while trying to check in for my flight.I was unable to check in through the app, as it repeatedly indicated that my information was incorrect. In an effort to resolve this issue, I contacted customer service via ******** throughout the day, but unfortunately, your team took an exceptionally long time to respond.When I arrived at the airport, I was charged 500 pesos due to these issues. Given the circumstances, I am requesting a refund or credit for this charge.I appreciate your prompt attention to this matter and look forward to your response

  Business Response

  Date: 05/16/2025

  Dear Mr. ************************* are writing in reply to BBB case number 23237767.
  
  We have made several attempts to contact you by phone at the number ************** with no success.
  
  We sincerely regret any negative experience you may have had during your trip. At Volaris, we constantly work to provide the best possible service to our customers.
  
  Regarding your complaint, we have thoroughly reviewed your booking F8BPJL, and we confirm that no additional charges were found beyond the original payment made at the time of purchase booking.
  
  However, if you have any proof of an unrecognized charge or additional information that may help us investigate further, we would be more than happy to look into it again.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:04/19/2025

  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.

  On April 4th 2025 I was over charged for a luggage that according to the very rude customer service person over the dimetro. Which is not accurate Other than customer service was rude and very mean her measurements were wrong , I paid in order to move on and get on my flight , I would like a refund in cash not a credit since Volaris issues credits that expire or we cant access ever another trick to keep customers hard working money

  Business Response

  Date: 05/06/2025

  Dear Ms. *********
   
  We are writing in reply to BBB case number ********.
   
  We would like to confirm that booking PCKHSP was acquired with Zero Fare,the baggage allowance national flights with this type of fare, only included 1 personal per passenger. In case passenger needs to add additional carry-on,additional baggage or if the baggage exceeds the maximum allowance or measures,the corresponding fee has to be paid, we confirm that the fee paid at *************** was applied correctly with corresponding charge.
  

  As a gesture of goodwill, we have offered to reintegrate this fee in electronic credit for future transportation with Volaris. Electronic credit details were sent to email address registered in booking PCKHSP. Please note that a refund to the original payment method is not applicable.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:04/18/2025

  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 purchased 2 tickets from *** (******) to *********** (LAX), on April 16th of 2025, around 11:00 am. I don't like waiting until being at the airport or during check-in to pay for luggage, so trying to be proactive, attempted to add one suitcase for each ticket, but my card got declined. I decided to leave it alone for a while and when i attempted to pay again, payment would still not go through. Tried a couple more times, then tried around 4 different cards, two or three times each, unsuccessfully. My cards are all in good standing and i have no issues with any of them. At this point i am about to cancel the flights because it is unacceptable payment isn't going through and customers like me have to put up with this in the first place. But guess what? since there's a pending payment on my tickets, Volaris system doesn't let you do anything....changes, add services, cancellations. I was well within my 24 hour window to cancel these and now, i cannot do anything due to their policies. So now i have tickets i no longer want and a pending payment that still won't go through. I tried reaching out before my 24 hour limit ran out, but it is impossible. Chat people don't respond in time, the system creates a ticket that isn't responded until about 48 hrs. after sending it, and phone representatives would tell me i couldn't do any changes until the payment was done. What a nightmare. Will never fly with them again. Advice to everyone, go with a more expensive ticket, after all taxes, fees and added services like choosing your seat or luggage, you'll end up paying more than any of those apparently pricier tickets. DON'T FLY WITH VOLARIS!!

  Business Response

  Date: 04/30/2025

  Dear Mrs. ********
  
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that after a review of booking K8JC7Y, corresponding payment for the documented luggage service for flight GDL to *** next November 15th, 2025, was successfully applied last April 18th, 2025.
  
  We regret the inconveniences this may cause to you.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23223378
  
  I am rejecting this response because: the issue hasnt been resolved, the luggage was never the problem, I was able to pay for that before I submitted a case to the ***********************. Volaris making it about that, only shows that they are trying to avoid refunding me for my tickets. 
  

  The real issue is, that because of me not being able to make that luggage payment on time, I wasnt able to cancel the tickets like I wanted, to change them for a different flight, causing me to keep tickets I didnt want, just because a payment not going through. (Which I still dont know why it happened, since all of my credit cards are in good standing and never get rejected) 
  

  So no, my issue hasnt been resolved, either an exchange or a refund is what I want, including my luggage refund. Since I was well within that ************************************************************************ do so, because of that pending payment for the luggage. 

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

  Business Response

  Date: 05/16/2025

  Dear Mrs. ********
  
  We are writing in reply to rejection of BBB case number ********.
  
  We would like to inform you that, after a thorough review with our ***************************** it was confirmed that the reason you were unable to complete the payment at the time, despite multiple attempts, was due to the following situation:
  
  It was identified that multiple credit cards were used during the payment attempts, and significantly different account information was entered for each. Additionally, the transactions were attempted through two different purchase channels.
  
  As a result, and in accordance with our banking security protocols, our system triggered a risk alert, which led to a preventive block on the cards used. This measure was taken to ensure the protection of both the cardholder and our systems as service providers.
  
  We appreciate your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23223378
  
  I am rejecting this response because:
  

  Youre still not telling me if I can get refunded for my tickets or get an exchange for a different flight. 
  

  I know the reason why my cards got rejected. And it wasnt my fault, again. 
  

  I do not see why us, as customers, should be burdened by your poor software systems. The first card I used shouldnt have been declined at all, that has never happened to me with that card. And I dont see why I should get punished for something that isnt my fault. 
  

  I need a refund for my tickets and my 2 pieces of luggage or an exchange for a different flight, at no cost. If this isnt answered clearly, I will proceed with a formal complaint and a small court case. You leave me no choice. I am tired of you ignoring my request which I am completely entitled to. 

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

• Initial Complaint

  Date:04/17/2025

  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.

  Complaint Against Volaris Airlines Date of Incident: April 11, 2025 Location: ***********, ******** I am filing this complaint seeking a full refund and fair compensation after a highly disruptive experience with Volaris Airlines on April 11, 2025.I purchased a ticket from *** to ************ for $427.70 on April 5th 2025. Upon arrival and check-in, I was issued a standby ticketdespite never being told during booking that I didnt have a confirmed seat. I waited at the gate for nearly three hours, only to be denied boarding without any alternative offered. I then had to pay approximately $90 for a taxi home paid in cash, which I was also told would be reimbursed.This was an essential business trip and because Volaris failed to get me to my destination, I missed the trip entirely and also lost my non-refundable Avianca return ticket from ************ to ***, which cost $468.66. I have receipts for both purchases.Though Volaris has acknowledged refunding my original ticket, this does not address the full financial loss and disruption I experienced. According to the *********************************, passengers denied boarding in the **** due to overbooking are eligible for up to 400% of the ticket value in compensation (capped at $1,350), plus a refund if no timely alternative is providedwhich in my case, it was not.I am requesting:Full refund of the $427.70 (currently in progress)Reimbursement of $90 for the taxi, as previously stated Compensation for denied boarding under DOT guidelines Reimbursement of $468.66 for the lost Avianca flight Additional compensation for the time, inconvenience, and stress. I was informed this could take 310 business days, and I am allowing that time to pass before contacting the **** However, I am also filing with the BBB to ensure my concerns are addressed.Thank you for your time. This experience has been incredibly frustrating and disappointing, and I hope for a fair resolution.Please fix this !

  Business Response

  Date: 05/07/2025

  Dear Mr. **** ************,
  
  We are writing in reply to BBB case number ********.
  
  We confirm that we will be processing the refund of booking PFEM5T to the original payment method. This reimbursement will be reflected in your account in the next 7-21 business days.
  
  Additionally,as compensation for the flight affectation, we will process a compensation payment of $600.00 USD via wire transfer. To proceed, we kindly ask you to provide the necessary bank information. Once we receive this information, we will continue with the corresponding payment process.

  Its important to consider that if at any time you made a chargeback bank petition, the refund and payment compensation may not be processed by Volaris.

  Thank you for your understanding,
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:04/12/2025

  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 partner and I flew from ******* to *********** for a layover and then transferred to cancun ****** from April 4th to 5th of 2025. Volaris charged us $250 for 2 cases of checked luggage. This luggage contained a mens suit, dress shoes, several pairs of mens **** collectable sneakers, women's clothing, and full child's summer wardrobe, make up and jewelry. Our ***** never arrived in ****** on April 5th. We immediately reported the lost baggage and only 1 case was found. Volaris had an entire week that we were in ****** to contact us or send the located baggage to **************. They NEVER DID! They do not have people answer the phone to help us. They only have an AI robot in a what's app chat. Not only did we lose $3,000 worth of items and $400 worth of luggage, we are out the $250 in ***** charges AND we had to pay a taxi over $100 to take us to mall in ****** where we had to pay over $1000 for new clothes, shoes, make up, swim trunks, sunscreens, ect. To this day April 12th, 2025 NO ONE from volaris has called or emailed to refund our fees and compensate us for this significant financial loss. Under the Montreal Act this airline is required to reimburse us and has failed to make any attempt to rectify this issue. We want Volaris to either locate and ship our baggage to our home address with all items intact, or we want $4,750 in compensation.

  Business Response

  Date: 05/07/2025

  Dear *** ******, 

  We are writing in reply to BBB case number 23197411. 

  We would like to inform you that your case is currently under review by our team in order to provide you with an appropriate resolution. We appreciate your patience and understanding, a customer representative will be contacting you shortly with an update on the status of your request.

  Sincerely,

  Volaris Customer Resolution

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a formal complaint regarding Volaris Airlines failure to issue a promised refund for my ticket (#*******), which I purchased for $2,463.99 on January 16, 2025.Despite repeated attempts to resolve the issue directly with the airline, I have not received my refund, which is now over 30 days overdue. I purchased travel insurance with the ticket and was explicitly promised a full refund. Since the end of February, I have called customer service weekly. Each time, I am told the refund is in progress, but no payment has been issued and no confirmation or resolution has followed.Additionally, I have submitted multiple ticket requests to Volaris customer service through their online system, and none of those requests have received a response. No one has followed up or acknowledged my inquiries, despite my consistent efforts to communicate and resolve this matter through the proper channels.This delay far exceeds the airlines stated 21-business-day processing window. The lack of response and transparency demonstrates a disregard for consumer rights and may constitute an unfair business practice under California Business and Professions Code *****.Not having this refund reimbursed is causing severe financial strain, as this is a significant amount of money. The continued lack of action is unacceptable and is directly impacting my financial well-being.I respectfully request the Department of Transportations assistance in resolving this matter. I am prepared to provide all relevant documentation, including receipts and communication records, upon request.Thank you for your attention to this issue.

  Business Response

  Date: 04/11/2025

  Dear Ms. ***************** are writing in reply to BBB case number 23172728.
  
  We apologize for the delay and inconvenience with your refund process for the GKYYJE reservation.
  
  We would like to confirm that refund has been successfully processed to your original payment method today,April 11, 2025. It may take ***** business days to see it reflected in your balance, though this time may vary depending on your banking institution.
  
  Booking: GKYYJE
  Route: TIJ-CUN-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 04/18/2025

   
  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. thank you for the prompt response and for your support in resolving this matter quickly. I appreciate your help!
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/02/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought two plane tickets from ******* (***) to ******* (TIJ) to depart on Wednesday, March 26. When my fianc and I reached the airport to check in, we were told that Volaris changed the plane size, and that there were no seats available for us. We waited on standby and still no seats were available. We had pre-purchased seats, and arrived to check in on time per Volaris regulations (with over an hour prior to departure). There were no comparable flights, so Volaris pushed our trip to the following day (24 hours later). Volaris assured us we would receive two $600 vouchers for the change in travel plans, which was completely their fault. The gate agent even wrote down my email address to ensure I would receive the vouchers. However, I have not received any vouchers or communication from Volaris. Even after calling and emailing multiple times, I have not received the vouchers or an alternate resolution.

  Business Response

  Date: 04/11/2025

  Dear Ms. ********
  
  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences for flight affectation, we confirm next available flight was provided to travel on March 27, 2026, we confirm flight was boarded. We would like to confirm that electronic credit for future transportation with Volaris was issued as compensation, for an amount of $ ****** USD per passenger in booking SL79ME. We confirm electronic credit was sent to email address registered in booking.
  
  Booking: SL79ME
  Route: ORD-GDL-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:04/02/2025

  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.

  My mother traveled using Volaris on Tuesday, April 1, 2025, reservation code EIPIMX, flight 1760 from ***********, **, to ******, **, ***. First, wheelchair services were requested at check-in. The service was provided in the *******************, but in ******, there was no record of the request. Confirmation of the wheelchair request was provided to Volaris staff. Mom was asked to exit the aircraft and told that Volaris had no record of the request. Mom had to request that a Volaris employee request a wheelchair for her. The Volaris employee claimed that they were taking long she was going to leave. Mom asked the Volaris employee not to leave until the issue with the wheelchairs was resolved, as it was mom and two older disabled women who also requested wheelchairs, and there was no record of this. Mom had to wait for an hour for wheelchair service. Secondly, during boarding and offboarding, mom had to ask another passenger to assist her with putting her carry-on in the overhead compartment because when she asked the Volaris flight attendant, she was told that flight attendants are not permitted to assist passengers with their luggage. These two issues are not only horrible customer service but also illegal and discriminatory against people with disabilities and the elderly. This makes the travel experience not accessible. I ask for a resolution that involves and is not limited to assurances of anti-discriminatory practices against people with disabilities, age, and or other accessibility needs.

  Business Response

  Date: 04/25/2025

  Dear **** ******, 

  We acknowledge receipt of your complaint #********. A customer service representative will be contacting you shortly to review your case in detail.
  

  Sincerely,
  

  Volaris Customer Resolution

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23152489
  
  I am rejecting this response because I was not contacted by Volaris to resolve the complaint as indicated by Volaris on their response.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/05/2025

  Dear **** *******
  
  We are writing in reply to BBB case number 23152489. 
  
  We have made several attempts to contact you by phone at the number *************** with no success.
  
  We would like to confirm that we have carefully reviewed your comments and the reported situation regarding the wheelchair assistance provided to **** ****** at **************. Following an internal investigation,we can confirm that wheelchair service was provided. We understand that client had to wait onboard the aircraft until the provider arrived, occasionally such delays can be prolonged due to the location of our wheelchair dispatch center in the main terminal, which requires additional time for staff to reach the international terminal when a request is made.
  
  We sincerely regret the inconvenience this caused. Your comments have been shared with the appropriate departments to ensure corrective actions are taken, as we are continuously working to improve our services and customer care. We regret the perception of the Volaris service, as a Mexican airline with an international presence, firmly opposes any form of discrimination, not only in compliance with anti-discrimination laws, but also because of our roots and core values as a **************** We deeply regret if at any time, or due to any inappropriate conduct, you or **** ****** were made to feel that way.
  
  While we regret not meeting your expectations on this occasion, we hope you will give us the opportunity to welcome you on board again and provide a service more aligned with your expectations.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23152489
  
  I am rejecting this response because: I have not been contacted by Volaris nor a voice message has been left regarding this matter. If I was indeed called, why was a voice message not left regarding the matter. The number listed in the response included and extra 1 at the end. My phone number is ************ not ************1. 

  Additionally, Volaris' lack of acknowledgment of their wrongdoing and how they will ensure this does not happen in the future is a blatant disregard to accessibility rights for passengers with disabilities. This is a serious matter and a sincere apology has not been provided for failing to support the needs of passengers with disabilities. Nor has Volaris addressed how they will ensure that the needs of passengers with disabilities will have a fully accessible experience when selecting Volaris. Indicating that wheelchair services were provided after a waiting period does not suffice. This is a adding insult to injury. Having to wait over an hour for wheelchair services because Volaris staff failed to follow the process to request the wheelchair services at **************************** is Volaris' responsibility and needs to be fully acknowledged. Specially, because my mother had to stop Volaris staff from leaving her and another passenger in need of wheelchairs stranded in the terminal.

  Until Volaris fully acknowledges their wrongdoing, provides a sincere apology for their wrongdoing, and provides how they will ensure that passengers with disabilities will have a fully accessible experience when selecting Volaris the response will not be accepted. Lastly, please call the correct number, and use proper phone etiquette by leaving a voicemail if the person is not able to answer. 

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