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:01/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight was scheduled to depart ******* on December 24,2022 at 6am. Volaris cancelled the flight without letting us know and I missed one whole day of vacation. The whole experience was a nightmare. I had to wait 3 hours in line to get a new flight ticket which was useless because the cbx staff as well as the volaris staff were no help. Their answer to everything was always "We dont know". After this terrible experience, I had to reach out to Volaris to ask for a refund or credit, please keep in mind they never reached out and I'm sure they never would have unless I called. I received my electronic credit a few days ago. I tried using my electronic credit to purchase luggage for my new flight and was unable to. I was immediately directed to pay with my credit card. The terms clearly state that the credit can be used for additional services. This is ridiculous. Not sure why an airline would state in their terms that this credit is redeemable for additional services when clearly I was not able to use this credit. There was no point in booking a new flight if I was going to have to pay out of pocket once again. Also, they took a little over 3 weeks from the day I called to send the electronic credit. This is their tactic so you wont be able to purchase their airline tickets when they are cheaper. They wait to send the credit after airline ticket prices have gone up. Very disappointed.

  Business Response

  Date: 02/03/2023

  Dear **************,
  
  We are writing in reply to BBB case number 18947502. 
  
  We would like to confirm that the issued and shared credits apply only for the purchase of a new reservation, at the time of paying with credit it applies to cover the base fare, taxes and additional services, in case the total cost of the flight is higher than the amount in the electronic credit,the difference must be covered with another form of payment by the client.
  
  We confirm the corresponding terms and conditions of the credits:

  *It is personal and non-transferrable.
  *Applies for the total cost of the flight.
  *In case that the total cost of the flight is above the electronic credit amount, the remaining difference will need to be covered with personal resources.
  *Only one electronic credit can be used to acquire one reservation.
  *In case that the electronic credit is not used prior to the reservation deadline, this will be lost and cannot be made valid.
  *Once redeemed the amount of the electronic credit, its devolution or reintegration cannot be requested.
  *There cannot be changes to the name on the reservations paid with electronic credit.
  

  Thank you for your understanding.
  

  Sincerely,
  

  Volaris Customer Resolution

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18947502
  
  I am rejecting this response because:It is clearly stated in their website that credit applies to additional services. No where on the site does it say it is for new purchases only. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/23/2023

  Dear **************,
  
  We are writing in reply to BBB case number 18947502.
  
  We would like to confirm that according to the corresponding terms and conditions of use of the electronic credit apply only for the purchase of a new reservation. At the same time we confirm that this information it is located in our website informing that your electronic credit is only valid for payments during your booking process on volaris.com or the app. It does not apply to purchases on My trips.
  
  We share with you the link where you can validate this information:
  
  **************************************************************************************************************************
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 18947502
  
  I am rejecting this response because: it is stated on My Trips that baggage is considered an additional service. A representative from the business had informed me that my electronic refund would be available in 7 days, this was not accurate as it took 21 days to receive my electronic refund. I was hoping to purchase airline tickets at a cheap price during the 7 day period but of course I was not able to. They took longer than advised. I never received a complete refund for a hotel or food stay either.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/29/2023

  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.

  Reached the airport and found our bags were medium and needed to be checked. This was no problem accept we had already paid for carry on bags. The lady at the counter acted like she was unable to assist us. She said her system wouldn't allow her to change the bags. We asked if we could do it online she said no. We wasted almost an hour at the ticket counter trying to switch our bags to checked. She was rude and dismissive. After we stood around waiting to be helped she said there was nothing she could do. Shortly after 6pm they stopped taking bags. We ended up having to take another airline. This dismissive unwillingness to be helpful happened because I'm black. She looked displeased from the moment she looked up and saw me.

  Business Response

  Date: 02/07/2023

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

  We are writing in reply to BBB case number 18947311.

  Please accept our sincere apologies for the inconvenience you may have experienced. Based on our call today and in service to our clients we are offering you to reintegrate total amount of flight ***-MEX plus luggage service not occupied in flight, in electronic credit for future transportation with Volaris for an amount of $ ****** USD, in case that you consider accepting our proposal, the electronic credit would have the following characteristics:

  *180 days to book (You can travel on the date and destination you prefer, as long as the flight is published)
  *Applies for total fare (Base fare and taxes)
  *Transferable for a member family or friend.
  

  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:01/29/2023

  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.

  Our flight was delayed for twelve hours before cancellation we were stranded at airport for two days. After a month Volaris sent us a credit that we can only use towards the price of the flight not not even included sits price or checked bags.on my original flight I had all these included. Volaris is also asking me to pay for the *** again this is the airport use and we shouldnt as our flight was canceled.

  Business Response

  Date: 02/07/2023

  Dear ********************,
  
  We are writing in reply to BBB case number ********.  
  
  We confirm flight Y4 650 ***-MTY last December 25th,2022, was affected due to weather conditions at ******* Airport, a non-attributable cause to the airline. We regret the inconveniences of this situation; however, we confirm weather conditions or external events that prevent the flight from taking place are not attributable cause to Volaris.
  
  At the same time we would like to confirm that we are reviewing your case to offer you a better proposal, as soon as we have a validation we will contact you shortly.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 02/17/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  Hello My name is ******************************* my case number is ********. I did receive a call from Volaris However I didnt come up to an agreement with them and I would like to proceed with the law suit if possible. They claimed the flights were canceled because of the weather, however other flight left at the time of my flight to the same destination I was traveling to. I have proof of other flights leaving the same airport at same time of my flight. Weather was not the real reason. Pls let me know what is the next step I need to follow in order to keep this case open. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/23/2023

  Dear *********************,
  
  We are writing in reply to BBB case number ********.
  
  We confirm that after a validation with ******* Airport, flight Y4 650 ***-*** last December 25th, 2022, was affected due to weather conditions at Airport, a non- attributable cause to the airline, we regret the inconveniences of this situation; however, we confirm weather conditions or external events that prevent the flight from taking place are not attributable cause to Volaris, the requested refund does not proceed.
  
  In service to our clients, we could support you by reintegrating the total amount of booking ZC3KNM in electronic credit for future transportation with Volaris, in case that you consider to accept our proposal, the electronic credit would have the previously informed characteristics:
  
  *180 days to book (You can travel on the date and destination you prefer, as long as the flight is published).
  *Applies for base fare and taxes.
  *Non-Transferable
  
  Booking: ZC3KNM
  Route: ***-MTY
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18946904
  
  I am rejecting this response because: the flight  wasnt canceled because of weather as other flights left at same time to same city where I was flying to. Also the voucher they offer do not include the TUA(airport use fees) which I think it should be included as I paid for those feed already for my canceled flight. I want to have the full payment coverage as I already paid them all. I also would prefer to never flight with that airline as they made me lose hundreds of dollars for their cancellations. Had to buy tickets from a different airline to get to my destination and my family had to spend Christmas at the airport. Family members flew to same city at same time the same day on a different airline so I know the ser the wasnt the issue. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/28/2023

  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.

  9/14/2022 Paid $715.02 Flight was cancelled as I arrived to the airport, no replacement flight was available, I booked with another airline as it was an emergency trip. Volaris never refunded me the $715.02 even after several phone calls where they said they would. Reservation code was CBZUPZ Flight Y4 903 ******* ** to *********** ****** I want a full refund ok this flight that volaris cancelled **************** has been completely useless so far in assisting me I plan on escalating this as high as I need to until I get my refund of $715.02

  Business Response

  Date: 02/03/2023

  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: 02/10/2023

   
  Complaint: 18942643
  
  I am rejecting this response because:
  Volaris again has still failed to contact me just as in the past, after months of attempts.
  Sincerely,
  
  ***********************************

  Business Response

  Date: 02/22/2023

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

  We are writing in reply to BBB case number 18942643.
  
  We would like to confirm that the total refund of booking CBZUPZ was applied into the same form of payment on file last October 24th,  2022. In case you acquired your flights through an ********* will be necessary to validate it directly with the agency.

  Thank you for your understanding.

  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18942643
  
  I am rejecting this response because:
  I have been back and forth with phone calls with Volaris stating that I had booked the flight through booking and the credit card that they had on file was not my credit card. There should be many calls and emails regarding that. Volaris then requested all my personal information including my bank account number, my passport picture and records of my account showing I did not receive the refund. All that Information was already given. Once again they assured they would refund the money to my account and not the card on file that is not mine.. Its been months of back and forth and once again they stating they refunded to a account that does not exist or simply not mine. I have done all I can to explain this simple matter. Please check your records and see where you refunded the money. I did all I could with multiple calls and emails to assure the money was delivered to the right place but seams like Volaris has poor customer service and never delivered to he money where they said they would deliver to my credit card that used last numbers are ****. If after all the back and forth they did not follow through and delivered the money to someone else that is not my fault.

  Sincerely,
  ***********************;
  ***********************************

• Initial Complaint

  Date:01/25/2023

  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.

  Call August 10 of 2022. I flew from ******* ********** to *********** with Volaris Airlines period upon trying to land our airplane unfortunately experience two tires that flew out in passing our landing and we were told to go up and the pilot did so and came back down again three or four times hitting the tarmac before we successfully landed on the runway. Since August of last year I have contacted management customer service multiple times and it didnt give me directions to supply them with medical Documentation And other expenditures and bills pertaining to this injury. I have done so as of December 2022. The last communication I had from them was that they were pending this process and would get back to me. We are now at the end of January and I have received no contact from them whatsoever. I have also reported this to the ********************************. Ive also reported it to the *** and I have received little to no directives as to how to finish processing this claim . I am aware that I can go get an attorney which I will also where that I can write a letter to the Volaris Airlines which I will do so but customer service has told me repeatedly that they are working on it and they will handle the process and examine the claim and will reimburse me. I received a letter two days ago from ****** Permanente, which is my medical insurance plan telling me that the medical bills which were incurred from August and September have now gotten to collections for lack of payment. I am at a loss as to what else to do. Thankfully, I was not gravely injured in this flight and no deaths occurred, but there was a serious injury and it affected me greatly. Medical attention, and they promised that they would take care of it I have since learned also that they are not going through their insurance provider but thats what I was told by Management . I would like to resolve this issue I would like to pay my medical bills and receive compensation for my injuries. Thank you.

  Business Response

  Date: 02/03/2023

  Dear ***************,
  
  We are writing in reply to BBB case number 18897581.
   
  We are sincerely sorry for the inconvenience you experienced on flight Y4993 OAK-*** last August 10th 2022. We confirm that we received the information and documents that you send as expenses.
  
  We understand that it is medical care abroad, so in terms of tax documents requested (invoices) it will only be necessary to present the invoice payments provided by hospitals in *******. The documents that we received from you were send it to our legal department in order to validate if those are the correct and necessary to proceed with a refund or compensation.
  
  We also confirm there is some information still missing, we kindly ask you to send it in pdf format , the screenshots does not work, to the email addresses we already confirmed with you.
   
  Claim letter addressed to Volaris where you explain the specific details of your claim, the amount claimed must be the same of your original invoices
  Medical report and prescription
  Pharmacy prescription receipt
  Official ID
  Boarding passes
  Residential Address and dated not older than 3 months
  *********** statement
    
  In case you don't share the complete information, we can't validate any any compensation.
   
  Thank you for your understanding.
  
  Sincerely
  
  Volaris Customer Resolution

• Initial Complaint

  Date:01/25/2023

  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.

  On January 17 at 4pm I started a WhatsApp conversation with Volaris Airlines to add baggage to my flight departing morning of the 18th. I needed to book through an agent as I didn't know what baggage to purchase for my large tool box and our 2 child car seats. They told me to hold for service numerous times from 4pm until 11pm, then I had to go to sleep to wake up early to catch my flight. We woke up late, rushed for our flight, and checked in. I checked my WhatsApp messages and still no reply from the previous night/day conversation regarding how to check and pay for the luggage. See WhatsApp message thread for full conversation. At the check in, Volaris website wasn't functioning properly and wouldn't allow me to add baggage to my flight via the cheaper online method of $55 per checked bag. I tried to add it to every passenger via online and the "Add checked bag" option wasn't available. The man helping us at check in could not figure it out either so we had to add the bags at the airport at their ridiculous cost. I would like a refund of the extra costs we paid as a result of their terrible service in not helping me the day before when I tried dealing with it as well as their website not allowing me to add bags, when it normally would have. I paid 3 amounts for the 5 extra checked baggage at the airport, as per the attached receipts: ***** Mx Pesos ***** Mx Pesos ***** Mx Pesos ****** Total Mx Pesos, or approx $850 USD The baggage should have cost $55 USD each x 5 = $275 if the agent helped me the day before my flight. It still should have been $55 if I added the additional bags via there website at the check in counter, which there system wouldn't allow me to do so at the time. So $850 - $275 = $575 USD refund to my credit card please and thank you.

  Business Response

  Date: 02/03/2023

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

  We are writing in reply to BBB case number 18895491.
  

   We would like to confirm that based on the system you acquired the first documented baggage in both bookings YEMUUT and HYI3GM last January 17th, 2023, one day before your schedule flight, however, according to our policies and ancillaries or additional services fees there is a different price when client needs to add an extra checked baggage, according to the published rates in our website the price at pre-flight it is up to $220.99 USD per extra checked baggage, the fee paid at airport was of $ ****** USD per extra checked baggage.
   
  You can validate this information in the following link: ************************************************************************************
   
  We confirm that the fee charge was correct according to the acquired rate in bookings, unfortunately the requested refund does not proceed, in service we could only support you by reintegrating the paid amount in electronic credit for future transportation with Volaris with the mentioned characteristics.
   
  Thank you for your understanding.
   
  Sincerely,
  

  Volaris Customer Resolution

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18895491
  
  I am rejecting this response because:

   

  If you read the WhatsApp message on Jan 17 you will notice i was specifically asking for help in determining and paying for my irregular luggage. I asked numerous times for help and no one ended up helping. I did everything i could to reach you and i got no customer service. Therefore its fair and righteous to give your poorly serviced customer a refund as requested. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/22/2023

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

  Please give us the opportunuty to review your case, we will contact you shortly to provide you a resolution.

  Thank you for your understanding.

  Sincerely,

  Volaris Customer Resolution

   

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 18895491
  
  I am rejecting this response because:

  There is no need to waste time to "come up with a resolution." This is a small amount of money that Volaris should not have earned or collected in the first place. They need to take responsibility for the customer disservice that took place and refund the money so we can move on with our day.

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

• Initial Complaint

  Date:01/24/2023

  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 bought my sons flight for December 24,2022 confirm#TBUBPM Flight was cancelled because of the storm. We were never reached to reschedule on another flight I paid $800.26 for one way to *********** and they want to compensate me with **** ******* pesos which is equivalent to $108 That is a slap on the face.and they just sent e-mail January 2 regarding the compensation..The least I expect is to rebook me for the same amount of money that I spent.I know the weather is uncontrollable but We didnt fly so I expect my full refund backhow is it right for the airline to win regardless of weather and not caring about the customers they left stranded and had to be elsewhere with their Families for the Holidays.I refuse to accept the **** ******* pesos and want to be rebooked whatever date I want taking in consideration the $800 I paid

  Business Response

  Date: 01/30/2023

  Dear ****************,
  
  We are writing in reply to BBB case number 18893185. 
  
  We confirm flight Y4 973 ***-GDL last December 24th , 2022, was delayed due to weather conditions , a non- attributable cause to the airline; however,  in service and in goodwill we issued electronic credit for future transportation with Volaris,  the details were sent to the email address registered in booking TBUBPM. 
  
  We regret the inconveniences of this situation; however, we confirm weather conditions or external events that prevent the flight from taking place are not attributable cause to Volaris.
  
  Booking: TBUBPM                                                                                                   
  Route: ***-GDL
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18893185
  
  I am rejecting this response because:

  To whom it may concern,

  
  

       The airline contacted me today, and stated my flight was delayed 8 hours which I was never notified of the flight they were going to put my son.. the agent that called stated due to weather they can only refund  2000 pesos which is about $100..the least they can do is rebook the flight which they should have done since the beginning. But apparently Volaris for years always trying to steal and take advantage of customers, another example still charging for carry ons when clearly theyre not suppose to be charging. I will submit the only emails they have sent me and please let me know where it says what time or flight they put my son. 

   

   

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

  Business Response

  Date: 02/10/2023

  Dear ****************,
   
  We are writing in reply to BBB case number 18893185. 
   
  We would like to confirm that based in the call with our representative today February 10th, the electronic credit for future transportation with Volaris was issued and also confirm everything was already resolved. 
   
  Booking: TBUBPM                                                                                                   
  Route: ***-GDL
   
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:01/23/2023

  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.

  On December 25 of 2022 #volaris cancel my flight from ******* to *******, what cost me money do to their cancelation, food and transportation to my destination, I ask for a refund and they accept refunding me the money but they had to cancel my return flight as well, now I was without return flight. They said they will return my money back to the credit card I used to purchase the tickets and it didn't happen. I contact #volaris, now they want me to give them my bank information to wire the money back, but into a month of providing all the info they still haven't deposit nothing, what kind of company #volaris is. It was my whole family of 6 traveling now imagine the amount of money for all those tickets, food, accommodation I had to pay out of my pocket and they won't just reimburse my money that I pay for no service, they said it was do to weather it wasn't that weekend they had employees strike to airport and for that reason volaris should be reimbursing the money to all the people that lost their flights. I had to spend more money to bring my family home and not even got a discount on those tickets, at this point I jut want my reimbursement for the service I never got.

  Business Response

  Date: 02/01/2023

  Dear ******************,
  
  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences. We would like to confirm that based on our system, you have made a chargeback bank petition, we suggest the card holder to please check this information directly with your bank institution.
  
  Booking: ACT6MD/ RYUK3Z
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:01/23/2023

  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.

  We are requesting a refund for our flight change charge of $278.58. We paid extra for an earlier flight from *** to *** but the flight was delayed for more than four hours on 12/26/22. We ended up taking a much later flight. Reservation codes YHD2MK and RIULNE for seven total passengers. We are not interested in a flight credit, simply a refund of the additional charge to board an earlier flight. I cannot get anyone at Volaris to speak to about our claim dated January 6, 2023. Thank you!

  Business Response

  Date: 01/31/2023

  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: 02/01/2023

   
  Complaint: 18885258
  
  I am rejecting this response because: Volaris has contacted me and offered me an electronic credit instead of a refund. I have no plans to fly out of ****** so the credit will do me no good. I have expressed this to them, and they continue to email me "we will contact you" or they call in Spanish. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/10/2023

  Dear **********,
  
  We are writing in reply to BBB case number 18885258. 
  
  We would like to inform you that based on our system you have made a chargeback bank petition, due to this situation the refund process s stopped until a final clarification is received from your bank institution. We suggest to validate this directly with your bank. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18885258
  
  I am rejecting this response because:i have no idea what they are saying. I never contacted my bank and no refund was ever denied. 
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/23/2023

  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.

  On November 17, 2022 I tried to book a flight from ****** to ****** for 7 people. The person I was booking with said they can only put 6 people on a ticket so he would have to put the 7th person just on a different ticket. I gave him all the information for the first 6 people and that ticket went through. I then gave him the information for the last person and he went to book them and when he went to book he said that the plane was full and that she would have to be on a different flight. I said I didn't want to do this and he then said that I would have to put in a cancellation within 24 hours if I wanted my refund. Approximately 2 hours later I cancelled the ticket. The gentleman when I cancelled said I would have to wait 7 - 21 days for my refund. I called after 21 days and he said that it is 21 working days, not just 21 days from the date of cancellation. I have all the documents that you will need to see the exact dates and times and all of my correspondence. The price of the tickets were $2019.12. My confirmation number is N584KB. My cancellation ticket number is *******.

  Business Response

  Date: 01/30/2023

  Dear ********************,
  
  We are writing in reply to BBB  case number 18824187.
  
  We would like to confirm that the total refund of booking N584KB was applied into the same form of payment we have on file last January 26th, 2023. 
  
  Thank you for your understanding. 
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 02/01/2023

  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 would like to inform anyone that books with Volaris that if you intend to cancel your ticket be aware that you have to jump many hoops to get your refund.  It took me 2 1/2 months with the help of the BBB to receive my refund.

   

  Sincerely,

  
  

  ***************************