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:01/23/2023

  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.

  My husband, daughter and I bought tickets to fly with Volaris from ******* to ************** on 12/25/22 #SCZGWM. Once we got to ******* Airport it was in total chaos at the airport. Airport filled to capacity if not more, Volaris understaffed and Flight screens were not updated with any delays or cancelations or updates it was so frustrating. We waited in line for almost 6 hours, once we were able to get to the front of the line the representative stated that our flight was cancelled and he would not be able to get us into another flight until 12/28/22. We said no we would not be able to wait that long at the airport because my daughter is disabled and requires treatment. Just being at the airport that long was affecting my daughters mental state. We told the agent that we just wanted a refund, he stated that we would need to call Volaris in order to get a refund. I called on 12/25/22 was not able to get through as the lines were busy. I was able to get a hold of Volaris on 12/26/22 they said they would credit us a credit voucher for future travel and send us an e-mail confirmation. Here we are 1/23/03 almost a month later, 10 more phone calls to Volaris spoke to 10 representative and 2 supervisors and nothing has done about our credit. The only answer we get each time is you have to wait. My question is wait for what??? How much longer? according to volaris policy it should only take ***** hours. If the only way to get our money back or credit is to take legal action we will do that.

  Business Response

  Date: 01/30/2023

  Dear ************, 
  
  We are writing in reply to BBB case number 18882086. 
  
  We regret the inconveniences; we confirm that we supported you by reintegrating total amount of booking SCZGWM plus an additional of 25% of the price in electronic credit for future transportation with Volaris. The corresponding electronic credit terms and conditions were already shared with you to the email address registered in booking.
  
  Booking: SCZGWM
  
  Route: TIJ-AGU
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 
  

  Customer Answer

  Date: 01/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/22/2023

  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 wish to file a complaint against Volaris airlines. To start with,We booked a flight back in March 2022 for ************ November 2022. Reservation number N64MJL amount $ ****** MXN included assigned seats & 2 extra luggage. Due to us catching covid in November we were unable to fly. We contacted customer service via phone and email. They responded & gave us a credit which we can use within 3 months. We received a credit for each individual. When booking another reservation for ******* i had to do separate reservations since it was separate codes for the credit and i could only input one credit per reservation. Only to find out that the credit was only for the flight. Not for the extra luggage we paid nor the airport fees nor the assigned seats i had paid for. We had to pay out of pocket another $500 USD for our flights. When I attempt to do the check-in on the mobile app and online to go back home it was giving me an error stating there is no assigned seats for the reservation and that i would have to go to the counter to get my boarding pass. Our flight was from Morelia to ******* on Jan 22, 2023 at 7:30 pm. We get to the airport at 2 pm. I go to the counters and they are all closed. I asked one of the ************* tried looking up our reservation but she said the system was closed and she could not help me, that i would have to wait until 5 pm for them to open the customer service counters. Im at the airport with my husband, my 9yr old son, my 3 ********* 1 year old daughter for 3 hours before i can get an answer. 5 oclock comes around and i go to the counter to get our boarding pass the the customer service agent states that our flight has be oversold and there is only one seat left on the plane. He stated i had to do the check in 72 hrs before my flight. He stated next flight would be for Tue Jan 24 and 11:30pm. I would like reimbursement for the hotel, taxi & extra amount for *********************** they caused us. Total compensation requesting $1,000 USD

  Business Response

  Date: 01/30/2023

  Dear **********************, 
  
  We are writing in reply to BBB case number 18879854. 
  
  We have made several attempts to contact you by phone at the number: *********** with no success.
  
  A customer service representative will try to contact you shortly to review your case.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18879854
  
  I am rejecting this response because:

  I am now asking for a higher compensation. My husband lost his job due to us not coming back on time. I have emails from your company stating that i could check in **** hrs before my flight and that if i was having trouble with getting my boarding pass that i could get it at the counter for a small printing fee. I was at the airport 5 hours before my flight for that same reason. It is very unfair. I have the letter from my husbands job if needed as proof. I am asking for ****** USD in compensation for lost wages during this time.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/07/2023

  Dear **********************,
   
  We are writing in reply to BBB case number 18879854.
   
  We regret the inconveniences, and we confirm due to flight Y4 445 ***-*** last January 22nd , 2023 was overbooked an itinerary change was applied to travel in flight Y4 443 MLM-*** on January 24th 2022, and this was boarded by the clients.
   
  Booking: B8JCPS - A8QUVS - FGJRRK - JG2I8K - KDU1ST
   
  In service to our clients and according with the provisions of the applicable law in the country of the flight, we could only support you with a corresponding compensation of the 25% of the price of the flight in electronic credit for future transportation with Volaris, in case that you consider to accept 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 base fare and taxes. 
  

  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:01/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Volaris $590.40 on 03/05/2021 for a round-trip flight to ****** on 01/03/2022 but they canceled my flight and changed the itinerary. I was no longer able to fly. They issued me a flight credit that expired in 6 months. I tried rebooking before it expired but it would not work on their website. The voucher expired and they would not extend it or reimburse me the money I paid for the flight. They are keeping my $590.40 and I did not receive a flight from them.

  Business Response

  Date: 01/30/2023

  Dear **************,
  
  We are writing in reply to BBB case number 18877754. 
  
  We confirm that in service to our clients and for one time exception we have issued new electronic credit for future transportation with Volaris. The electronic credit information is sent to email address registered in bookig ZGHI4H. 
  
  It is important to consider that if the credits has not been used before marked date it will be lost and may not be used, we confirm due to available airline policies a credit extension will not apply.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18877754
  
  I am rejecting this response because: I would prefer a refund and they would only offer flight credits. At minimum they should be able to refund the amount paid.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/07/2023

  Dear **************, 
  
  We are writing in reply to BBB case number 18877754. 
   
  We would like to confirm we will proceed with the corresponding total refund of booking ZGHI4H.
  
  Unfortunately, the payment was made in March 2021 and our system does not allow refunds of payments older than 7 months, it will be necessary to make it through a wire transfer.
  
  Please send us the followinng documents:      
  
  *ID of the person who pay the reservation, in this case *************************** (Only front side)
  *A bank statement only showing the requested Data, a voided check or letter wire transfer sign by the client with the information: Bank name, account holder, account number and routing/ABBA number and SWIFT code.
  
  Once that we receive your information, we begin the refund process.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 02/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/21/2023

  Type:Billing 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 changed a flight for my partner as he was unable to travel on this date. Per the attached images, I would be charged in ******* currency 101 MXN. Instead I was charged $105. I contacted my credit card and they attempted a dispute. Volaris stated it was an accurate charge. So I was recharged the amount. When I try to look at the upcoming flight details, I find out Volaris decided to cancel my reservation. For no apparent reason. I have attempted to contact them and they are saying they cancelled because of me contacting credit card, if I could provide them proof card still charged, the reservation would remain active. I provided them the attached letter, and they responded to make a new reservation. This is absurd as I already paid twice for this flight.

  Business Response

  Date: 01/30/2023

  Dear *******************,
  
  We are writing in reply to BBB case number 18875713. 
  
  We confirm that based on the agreement with our representative we support you by reintegrating total amount of booking DF9W3K in electronic credit for future transportation with Volaris. The corresponding electronic credit terms and conditions were already shared with you to the email address registered in booking.
  
  Booking: DF9W3K
  
  Route: GDL-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 
  

  Customer Answer

  Date: 01/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/21/2023

  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.

  I purchased 2 tickets for a trip from *********** to *******. We know that because of covid we need proof of vaccination. We provided the airline with proof and had been checked in and in the waiting lounge. While boarding they denied our boarding and said we needed 4 papers of proof to board the flight. We showed them their own policy yet they still said it wasnt enough. But yet we made it past every checkpoint up until the ticket gate to board the plane. We were denied boarding and told to contact customer service when we did the number had no option to speak to a representative and would hang up after any option. They are asking for more than what they said in their policy. Both passengers are fully vaccinated and have proof yet since its not 4 rounds of vaccines they were not considered fully vaccinated. Yet the airline refused to provide a refund or a new flight.

  Business Response

  Date: 01/21/2023

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

  We acknowledge receipt your complaint #********. A customer service representative will contact you shortly to review your case.
  
  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18873490
  
  I am rejecting this response because: they admitted to being in the wrong but refused to help or at least offer a return and I have anothers flight a return one that they said they would refund and now are also refusing to do that even though I wouldnt need the return flight since they didnt let me on the first one
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 02/07/2023

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

  We are writing you in reply to BBB case number 18873490. 

  We have made attempts to contact you by phone at the number: *********** with no success.

  We would like to confirm that we are reviewing your case in order to provide you a proposal resolution, we will contact you shortly.
  

  Thank you for your understanding.

  Volaris Customer Resolution

• Initial Complaint

  Date:01/20/2023

  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.

  Volaris Airlines refused to honor refund due to Flight Delays. Original Volaris purchase$ ***** MXN 1/20/2022 Scheduled at 7:52 for an estimated 2:50 hours ***********, ** to *******, ** with an approximate 1 hour layover in Mochis, MX. H52Q7L (flight Y4-672 to Y4-561). We did not arrive in ******* until 1/22/2022 after buying our own tickets out of Mochis since Volaris refused to provide transportation at a later date convenient to the passenger (Y4 561). Original flight ****** delayed 3 hours attributable only to the Airline. Arrived at Mochis airport to find no flights available for our destination to TJ, MX. It was necessary to book a hotel and buy a separate flight to ******* ** for $3,784 (Y4 561) as the airport refused to honor our request to change flight request. We request a refund = $***** MX additional per volaris policy = $2,195 MX return ticket additional TJ = $3,784 MX transportation mex rental = $1,847.81 MX transportation taxis = $680 MX Accommodation ****** Motel = $787 ******* 2 days = $1,000 MX Per the Volaris Compensation Policy (snips)2.2. For cancellations and delays of more than 4 (four) hours attributable only to the Airline, the passenger, at his/her option, shall be entitled to:I. Refund of the ticket price or the part corresponding to the flight segment not flown. flight and providing, as a minimum and at no charge, access to phone calls and email, meals in relation to the waiting time before boarding a new flight; accommodation at a hotel of the airport where an overnight stay becomes necessary and, ground transportation to and from the airport. Transport later convenient to the passenger to the flight destination originally canceled.Airline shall also pay the affected Passenger a compensation that shall be no less than 25% (twenty-five percent) of the ticket price or the flight segment not flown.

  Business Response

  Date: 01/21/2023

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

  We acknowledge receipt your complaint #******** . A customer service representative will contact you shortly to review your case.
  
  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 01/28/2023

   
  Complaint: 18869889
  
  I am rejecting this response because: business refused to honor volaris compensation policy.  Even though we missed the connecting flight and were stranded overnight in Mochis..and had to pay for my return flight back . They deny  the claim since I took the flight back? 

   

  I sent receipts and tickets and additional information... They responded with canned messages every other day offering $100 when I lost nearly $1**** due to volaris failures. 

  I am asking them to honor their own written policy 

  We requested a full refund $19,075.81 MX

  Original ticket purchase = $8,782 MX

  additional by volaris politics = $2,195 MX

  additional return ticket TJ = $3,784 MX

  transportation mex rental = $1,847.81 MX

  taxi transportation = $680 MX

  Accommodation ****** Motel = $787 MX

  Meal 2 days = $1 **** MX
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/07/2023

  Dear ****************,
  
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that based on our system flight 561 LMM-TIJ from booking H52Q7L was boarded, however, we are reviewing your case with the corresponding areas in order to provide you a final resolution.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18869889
  
  I am rejecting this response because: The original flight delayed due to volaris failure. 

  I have submitted over 20 support requests for my refund per the volaris compensation policy.  The correspondence takes several weeks to get repeated false claims.  I have attached a sample.  The online version of support includes a 12 hour wait que that cycles in a continuous loop. 

   

  Volaris refused to schedule my flight requested on the 23rd, so it was necessary to buy my own separate tickets from ********** to ******* since the airline left me stranded at the layover (invoices attached).   

   

  The original flight was delayed over 3 hours in ***********.  We did not arrive at the layover in ********** until after 11a.m. Due to volaris airline delays (itinerary attached) 

   

  We had to wait another 4 hours at the ********** Airport, only to learn the were no more seats on any flights to *******.  We were forced to spend the night due to volaris failure and paid for accommodations, transportation, food.  

   

  Our losses as a direct result of volaris failure is Solicitamos un reembolso total $19,075.81 MX

  Compra original del boleto = $8,782 MX

  adicional por volaris poltica = $2,195 MX

  billete de vuelta adicional TJ = $3,784 MX

  transporte mex alquiler = $1,847.81 MX

  transporte taxis = $680 MX

  Alojamiento ****** Motel = $787 MX

  Comida 2 das = $1,000 MX. 

   

  Volaris claims someone boarded the flight.  But over 20 passengers were delayed by the volaris failure.... We were waiting in *********** when the connection left for ******* 

   

  H52Q7L
  *********************************
  *************************

   

  Detalles de la reserva

   

  Fecha de vuelo

   

  Hora de salida / llegada

   

  Hacia/Desde

   

  Vuelo

   

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

   

  jueves 20 ene

   

  Y4

   

  07:52 / 08:25

   

  T1 (***)-Los

   

  Mochis, Federal

   

  672

   

  Del ***** del

   

  Fuerte (***)

   

  **********,

   

  Federal Del

   

  Y4

   

  jueves 20 ene

   

  09:33/ 10:27.

   

  ***** del Fuerte

  561

  (LMM) - *******, ******* (***)

   

  Technical support is non existent or useless loops of repeating false claims that someone boarded the connection that morning while we were delayed in ***********... And since someone took that seat, we are somehow not eligible for compensation?   

  It's a rediculos claim and terrible business practice. 

   

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

  Business Response

  Date: 02/24/2023

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

  We are writing in reply to BBB case number 18869889.

  We regret the inconveniences, and we confirm a delay of 01:51 hrs. was presented in flight Y4 672 GDL-LMM last January 20th 2022,due to this delayed connection flight Y 561 LMM-*** on January 20th,2022 was missed, due to this situation next available flight LMM-*** was provided to the passenger, flight Y4 563 LMM-*** to travel in next day, at the same time we would like to confirm that according with an internal investigation with *********** hotel accommodation was provided to the clients,however, clients requested an itinerary change to travel in flight Y4 561 LMM-*** on January 22nd, 2022, and according to policies for any itinerary change clients must cover the corresponding charges.
  
  We confirm flight Y4 672 GDL-LMM, even though the delayed, was boarded by the clients as well flight Y4 561 LMM-*** this was boarded by the clients, the requested refund does not proceed.
  
  According to LAGC delay flight policies, if the delay is attributable to the airline and if its superior to 1 but less than 4 hours it must compensate the passenger, provide at least discounts for subsequent flights to the same destination.
  
  In service to our clients, we could only support you with an electronic credit for future transportation with Volaris offering you an electronic credit for future transportation with Volaris for an amount of $ ******** MXN per passenger, which is more than the 25% of the price of booking;  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)
  *Non-Transferable

  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 18869889
  
  I am rejecting this response because: Volaris flight delays from *********** (3 hours caused all passengers to miss the connecting in mochis (5 hours) going to *******.  We were all stranded overnight in Mochis and were forced to purchase separate tickets when we requested to fly on a convenient day.  I have opened over 25 tickets with this agency oftentimes taking 3 days to 3 weeks to respond.  I have provided a recent sample ticket demonstrating how the business model attempts to loop or delay requests. This unscrupulous business *************** customers to lose hundreds of hours in tickets and emulated tech support calls across email, WhatsApp, and messenger.   Volaris fails to honor their compensation policy or those set forth by ******** regulatory agency PROFECO.  

  please honor your volaris compensation policy my full amount of both tickets, along with my accommodations while stranded, and transportation
  

  **********: We request a full refund $19,075.81 MX
  Original ticket purchase   =   $8,782 MX
  additional per political volaris   =   $2,195 MX
  additional return ticket TJ   =  $3,784 MX
  transport mex rental   = $1,847.81 MX
  transportation taxis   =   $680 MX
  Accommodation ****** Motel   =   $787 ********** 2 days   = $1,000 MX

   

  Type de number of your choice:
  1?? I have a problem changing my flight or generating my electronic credit
  2?? Back to the last menu
  2/14/23, 3:02?PM - **********: 1
  2/14/23, 3:02?PM - Volaris: Sorry. For that request, I have to transfer you to one of my human buddies.  Their response may take up to 1 hour due to the high number of requests we are receiving. We appreciate your patience.??
  
  For now, could you write the following in a single message?
  1?? Reservation code
  2?? Full name
  3?? The email registered when you booked your flights
  2/14/23, 3:02?PM - **********: H52Q7L
  *********************************
  *************************
  2/14/23, 4:08?PM - Volaris: Hola, soy *******. Cmo podemos ayudarte?
  
  Aviso de privacidad: **********************
  2/14/23, 4:09?PM - **********: Volaris Flight Y4 672 Was delayed 3 hours in ***********, so we missed the connection flight Y4 561 mochis a *******.... Esperamos 4 horas para otro vuelo, pero cada uno... As que nos vimos obligados a pasar la noche
  2/14/23, 4:10?PM - **********: Solicitamos un reembolso total   $19,075.81 MX
  Compra original del boleto   =   $8,782 MX
  adicional por volaris poltica   =   $2,195 MX
  billete de vuelta adicional TJ   =  $3,784 MX
  transporte mex alquiler   = $1,847.81 MX
  transporte taxis   =   $680 MX
  Alojamiento ****** Motel   =   $787 MX
  Comida 2 das   = $1,000 MX
  2/14/23, 4:10?PM - **********: Yo Tuve que pagar por mi hotel, transporte, comida,... Incluso cuando ped un boleto saliendo del 23, la aerolnea se neg y me vi obligado a pagar mi propio vuelo de regreso de mochis a *******.
  2/14/23, 4:10?PM - **********: H52Q7L
  *********************************
  *************************
  2/14/23, 4:56?PM - Volaris: *************************, soy **** un gusto. Te comento que el reembolso no es posible dado a que hiciste uso del servicio al abordar el vuelo, tambin se te dio apoyo para el cambio de vuelo y hospedaje, de la misma forma se ******************* el crdito electrnico de **** mxn por servicio para cada pasajero en la reserva.
  2/14/23, 5:07?PM - **********: El vuelo desde *********** se retras 3 horas, por lo que perdimos el vuelo de *******
  
  Due to volaris failure 07:52 AM scheduled to arrive in Los mochis at. 08:25 AM Y4 672 
  
  There was a 3 hour delay in the *******************, so we missed the 09:33 AM going to ******* (Y4 561). 
  
  We waited another 4 hours in the los mochis Airport hoping for a return flight to *******... There were no seats, so we were forced to remain overnight in Los mochis 
  
  I asked for a return flight on a convenient time and volaris refused to accommodate my request and left me stranded in Los mochis.  
  
  I was forced to purchase a separate ticket to return to ******* for 3,784.00
  2/14/23, 5:08?PM - **********: I am happy to hear that some person was able to board the flight since we were still in *********** due to volaris delays.  
  
  We could not catch the connection flight Y4 561 at 09:33  since we were still waiting in *********** 3 hours delayed due to volaris failure
  2/14/23, 5:11?PM - **********: I understand that someone else boarded the fight Y4 561... I am glad you were able to fill the seat that day since the mochis plane left at schedule ...
  
   However, around 20 passengers missed the connection flight due to volaris failure 
  
  But we did not catch a flight from mochis
  2/14/23, 5:13?PM - **********: DOC-********-WA0007. (file attached)
  1000019190.PDF
  2/14/23, 5:15?PM - **********: DOC-********-WA0000. (file attached)
  XEXX010101000_H52Q7L_153384873_I.PDF
  2/14/23, 5:16?PM - **********: DOC-********-WA0000. (file attached)
  XEXX010101000_H52Q7L_153384873_I (1).PDF
  2/14/23, 5:17?PM - **********: **** doesn't even cover the room and transportation we lost due to volaris failure
  2/18/23, 8:25?AM - **********: Menu
  2/18/23, 8:25?AM - Volaris: ?? How can I help you today?  Type the number of your preferred option.
  
  1?? My trips
  2?? Flight status ??
  3?? Check-in/Boarding pass
  4?? Book a flight ??
  5?? Additional services
  6?? Baggage ??
  7?? Find reservation code??
  8?? Memberships / INVEX
  9?? COVID-19 information ??
  To change language type Espaol
  
  Explore all our destinations, compare prices, and find your next flight on the new *route map* ??????: ****************************************
  ???? Type *policy* if you want to know about our privacy policy.
  2/18/23, 8:25?AM - Volaris: ?? We recommend to check the status of your flight by typing: *2*. Or if you received a notification that your flight was affected, type: *Affected flight*
  2/18/23, 8:25?AM - **********: 1
  2/18/23, 8:26?AM - Volaris: Write the number according to your choice:
  
  1?? Flight changes
  2?? Flight status
  3?? Check-in boarding pass
  4?? Find reservation code
  5?? Add services
  6?? Payments/Electronic credit
  7?? Cancel flight
  8?? Travel documents
  9?? Main menu
  2/18/23, 8:26?AM - Volaris: ?? To know about the new requirements to enter to *****************, type *****
  2/18/23, 8:26?AM - **********: 1
  2/18/23, 8:26?AM - **********: 3
  2/18/23, 8:26?AM - **********: 1
  2/18/23, 8:26?AM - **********: 1
  2/18/23, 8:27?AM - **********: H52Q7L
  *********************************
  *************************
  2/18/23, 8:33?AM - Volaris: Hello , I'm *****. Let us review the conversation you had with our chatbot and we'll get back to you. Privacy notice: **********************
  2/18/23, 8:34?AM - **********: Right
  2/18/23, 10:31?AM - Volaris: Alright, I'm Mario;
  
  Give us a moment to validate;
  
  H52Q7L
  *********************************
  *************************
  2/18/23, 10:31?AM - **********: Right
  2/18/23, 12:10?PM - Volaris: We are sorry for the delay, we are trying to respond as quickly as possible, we appreciate your patience and understanding.
  2/18/23, 12:10?PM - **********: Lol
  2/18/23, 1:01?PM - Volaris: We appreciate your patience, we will be with you soon.
  2/18/23, 1:07?PM - **********: Right
  2/18/23, 2:42?PM - Volaris: Hola. ***** un momento para revisar el estatus de tu caso y regr***mos contigo.
  
  Aviso de privacidad: **********************
  2/18/23, 3:28?PM - **********: Right
  2/18/23, 7:33?PM - Volaris: We'll be with you shortly, just give us a chance to finish with another customer. Thanks for your patience.
  2/18/23, 7:42?PM - **********: Right
  2/18/23, 10:28?PM - Volaris: We'll be with you shortly, just give us a chance to finish with another customer. Thanks for your patience.
  2/18/23, 10:39?PM - **********: Right... It's over 14 hours waiting this time... Even longer other times trying
  2/19/23, 2:02?AM - Volaris: Lamentamos *********. Tenemos un alto flujo de mensajes, por lo cual, nuestro tiempo en atencin est tardando un poco ms. *********** tu paciencia.
  2/19/23, 2:09?AM - **********: Right
  2/19/23, 6:31?AM - Volaris: Hello ********** , I'm ******. How can we help you?
  
  Privacy notice: **********************
  2/19/23, 6:41?AM - **********: H52Q7L
  *********************************
  *************************
  2/19/23, 6:42?AM - **********: Volaris Flight Y4 672 Was delayed 3 hours in ***********, so we missed the connection flight Y4 561 mochis a *******.... Esperamos 4 horas para otro vuelo, pero cada uno... As que nos vimos obligados a pasar la noche
  2/19/23, 6:42?AM - **********: Solicitamos un reembolso total   $19,075.81 MX
  Compra original del boleto   =   $8,782 MX
  adicional por volaris poltica   =   $2,195 MX
  billete de vuelta adicional TJ   =  $3,784 MX
  transporte mex alquiler   = $1,847.81 MX
  transporte taxis   =   $680 MX
  Alojamiento ****** Motel   =   $787 MX
  Comida 2 das   = $1,000 MX
  2/19/23, 6:42?AM - **********: Yo Tuve que pagar por mi hotel, transporte, comida,... Incluso cuando ped un boleto saliendo del 23, la aerolnea se neg y me vi obligado a pagar mi propio vuelo de regreso de mochis a *******.
  2/19/23, 6:42?AM - **********: El vuelo desde *********** se retras 3 horas, por lo que perdimos el vuelo de *******
  
  Due to volaris failure 07:52 AM scheduled to arrive in Los mochis at. 08:25 AM Y4 672 
  
  There was a 3 hour delay in the *******************, so we missed the 09:33 AM going to ******* (Y4 561). 
  
  We waited another 4 hours in the los mochis Airport hoping for a return flight to *******... There were no seats, so we were forced to remain overnight in Los mochis 
  
  I asked for a return flight on a convenient time and volaris refused to accommodate my request and left me stranded in Los mochis.  
  
  I was forced to purchase a separate ticket to return to ******* for 3,784.00
  2/19/23, 10:24?AM - Volaris: Hemos revisado tu reserva y hemos notado que tomaste el vuelo de manera exitosa, por lo tanto no podemos ofrecerte las alternativas que nos propones. Hay algo ms que podamos hacer por ti?
  2/19/23, 10:27?AM - **********: Tu informacin es falsa y ya est verificada con Procuradura Federal del Consumidor, PROFECO Que la pelea se retras 3 horas en ***********.... asi que es imposible hacer la conexion en mochis.....
  2/19/23, 10:28?AM - **********: Ya confirme que su vuelo se retras 3 horas... No es posible que hayamos abordado un vuelo ya que tengo ********** de que estuvimos en el ************************* por fallas de Volaris
  2/19/23, 10:29?AM - **********: Esperamos otras 4 horas en Mochis por una *******, pero cada uno estaba lleno, as que nos quedamos varados durante la noche.
  2/19/23, 10:29?AM - **********: Volaris no nos dio pasaje de regreso en la fecha solicitada, por lo que nos quedamos varados en Mochis y obligados a comprar pasaje
  2/19/23, 10:30?AM - **********: Le envi facturas para demostrar que no abordamos y sus propios registros muestran que el retraso en *********** hizo que perdisemos la conexin.
  2/19/23, 12:50?PM - Volaris: Lamentamos *********, estamos tratando de responder lo ms ***** posible, agradecemos tu paciencia y comprensin.
  2/19/23, 12:54?PM - **********: Right
  2/19/23, 4:01?PM - Volaris: **************************. Hemos validado tuu informacin y  el reembolso no aplica en esta ocasin debido a que se te ofreci una solucin a la situacin que viviste. Lamentamos los inconvenientes que la situacin en el aeropuerto te haya generado, sin embargo, vemos que *********** comunicado para brindarte alternativas en compensacin, como fue el crdito electrnico de $2,000 MXN por pasajero. Deseas proceder con esta opcin?
  2/19/23, 4:03?PM - **********: Decline , this is false
  2/19/23, 4:03?PM - **********: please honor your volaris compensation policy my full amount of both tickets, along with my accomodations while stranded, and transportation
  2/19/23, 4:03?PM - **********: Solicitamos un reembolso total   $19,075.81 MX
  Compra original del boleto   =   $8,782 MX
  adicional por volaris poltica   =   $2,195 MX
  billete de vuelta adicional TJ   =  $3,784 MX
  transporte mex alquiler   = $1,847.81 MX
  transporte taxis   =   $680 MX
  Alojamiento ****** Motel   =   $787 MX
  Comida 2 das   = $1,000 MX
  2/19/23, 4:05?PM - **********: Volaris failures caused us to delay 3 hours in ***********.. then we had to wait another 4 hours in Mochis only to learn all flights were booked so we were stranded overnight
  2/19/23, 4:06?PM - **********: I returned to the airport the next day and asked for a convenient time to return the following day since we became ill there
  2/19/23, 4:07?PM - **********: Volaris refused to accommodate my request to return the next day and I was forced to purchase tickets to ******* since we were stranded in Mochis due to Volaris failed
  2/19/23, 4:08?PM - **********: Please compensate for the amount of $19,075.71 towards my losses due to Volaris flight failures and poor training
  2/19/23, 4:09?PM - **********: Decline
  
  Solicitamos un reembolso total   $19,075.81 MX
  Compra original del boleto   =   $8,782 MX
  adicional por volaris poltica   =   $2,195 MX
  billete de vuelta adicional TJ   =  $3,784 MX
  transporte mex alquiler   = $1,847.81 MX
  transporte taxis   =   $680 MX
  Alojamiento ****** Motel   =   $787 MX
  Comida 2 das   = $1,000 MX
  2/19/23, 7:42?PM - Volaris: We'll be with you shortly, just give us a chance to finish with another customer. Thanks for your patience.
  2/19/23, 7:42?PM - **********: Right
  2/20/23, 6:45?PM - **********: Still waiting 2 days now this ticket
  2/20/23, 8:07?PM - Volaris: Hello! I am here to support you. Can you share more information about your application?
  The data that you share with us is protected under our privacy policy that you can consult here: **********************
  2/20/23, 8:13?PM - **********: H52Q7L
  *********************************
  *************************
  2/20/23, 8:13?PM - **********: Volaris Flight Y4 672 Was delayed 3 hours in ***********, so we missed the connection flight Y4 561 mochis a *******.... Esperamos 4 horas para otro vuelo, pero cada uno... As que nos vimos obligados a pasar la noche
  2/20/23, 8:13?PM - **********: Solicitamos un reembolso total   $19,075.81 MX
  Compra original del boleto   =   $8,782 MX
  adicional por volaris poltica   =   $2,195 MX
  billete de vuelta adicional TJ   =  $3,784 MX
  transporte mex alquiler   = $1,847.81 MX
  transporte taxis   =   $680 MX
  Alojamiento ****** Motel   =   $787 MX
  Comida 2 das   = $1,000 MX
  2/20/23, 9:18?PM - Volaris: Hola **********, te comentamos que tu reserva ya fue protegida de distintas maneras, por lo cual no aplica para una compensacin, en este caso y unicamente por atencin a cliente podemos generarte un credito electrnico por la cantidad de $3,141.50 mxn tarifa base, correspondiente al 25% de la reserva H52Q7L, te gustaria que te lo generemos?
  2/20/23, 9:39?PM - **********: Rechazar... No a *** cantidad baja
  2/20/23, 9:39?PM - **********: Volaris failures caused us to delay 3 hours in ***********.. then we had to wait another 4 hours in Mochis only to learn all flights were booked so we were stranded overnight
  2/20/23, 9:40?PM - **********: Volaris failures caused us to delay 3 hours in ***********.. then we had to wait another 4 hours in Mochis only to learn all flights were booked so we were stranded overnight
  2/20/23, 9:40?PM - **********: I returned to the airport the next day and asked for a convenient time to return the following day since we became ill there
  2/20/23, 9:40?PM - **********: Volaris refused to accommodate my request to return the next day and I was forced to purchase tickets to ******* since we were stranded in Mochis due to Volaris failed
  2/20/23, 9:40?PM - **********: please honor your volaris compensation policy my full amount of both tickets, along with my accomodations while stranded, and transportation
  2/20/23, 9:40?PM - **********: Solicitamos un reembolso total   $19,075.81 MX
  Compra original del boleto   =   $8,782 MX
  adicional por volaris poltica   =   $2,195 MX
  billete de vuelta adicional TJ   =  $3,784 MX
  transporte mex alquiler   = $1,847.81 MX
  transporte taxis   =   $680 MX
  Alojamiento ****** Motel   =   $787 MX
  Comida 2 das   = $1,000 MX
  2/20/23, 9:48?PM - **********: Tu informacin es falsa y ya est verificada con Procuradura Federal del Consumidor, PROFECO Que la pelea se retras 3 horas en ***********.... asi que es imposible hacer la conexion en mochis.....
  2/20/23, 9:48?PM - **********: Ya confirme que su vuelo se retras 3 horas... No es posible que hayamos abordado un vuelo ya que tengo ********** de que estuvimos en el ************************* por fallas de Volaris
  2/20/23, 9:48?PM - **********: Esperamos otras 4 horas en Mochis por una *******, pero cada uno estaba lleno, as que nos quedamos varados durante la noche.
  2/20/23, 10:03?PM - Volaris: Lamentablemente es la opcin que tenemos.
  2/20/23, 10:09?PM - **********: Por favor, respete su poltica de compensacin de Volaris mi monto total ******** boletos, junto con mi alojamiento mientras estoy varado, y el transporte
  2/20/23, 10:10?PM - **********: Solicitamos un reembolso total   $19,075.81 MX
  Compra original del boleto   =   $8,782 MX
  adicional por volaris poltica   =   $2,195 MX
  billete de vuelta adicional TJ   =  $3,784 MX
  transporte mex alquiler   = $1,847.81 MX
  transporte taxis   =   $680 MX
  Alojamiento ****** Motel   =   $787 MX
  Comida 2 das   = $1,000 MX
  2/20/23, 10:35?PM - **********: DOC-********-WA0007. (file attached)
  1000019190.PDF
  2/20/23, 10:35?PM - **********: DOC-********-WA0000. (file attached)
  XEXX010101000_H52Q7L_153384873_I.PDF
  2/20/23, 10:35?PM - **********: DOC-********-WA0000. (file attached)
  XEXX010101000_H52Q7L_153384873_I (1).PDF
  2/20/23, 10:46?PM - **********: DOC-********-WA0000. (file attached)
  terms--conditions-volaris-travel-assistance.pdf
  2/21/23, 9:55?PM - **********: ?
  2/21/23, 9:55?PM - Volaris: Sorry??, I'm a robot??
  I can't recognize that type of file, type 1 to return to the main menu.
  
  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flight ticket through justfly website from ************ to **** ******. my flight was with volaris airlines. The day before my departure I tried to check in and pay for my luggage in volaris website. I wasnt able because volaris doesnt fly from ************ they have a parter airline with Frontier airlines. (This is a connecting flight with both airlines)I checked in with frontier and paid round trip for my luggage 2 suitcases each way (40 lbs each) I paid $256 for 4 suitcases. On my return I check in with Volaris, they charged me again for my luggage (2 suitcases) $171 because in their system didnt show that I paid for the round trip luggage. On my next connection Frontier agent told me I didnt have to pay volaris because its in the system. Its impossible to talk to a person with volaris, I sent 2 emails to get my $171 back and no one replied to my emails or receive a call.

  Business Response

  Date: 01/21/2023

  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:01/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 11,2022 my flight (reservation code XE5G2Q) from Cuidad ****** to *************** was cancelled and a new flight would travel into the next day. We were unable to rebook for the next day and or travel into the next day and were told we would be eligible for a full refund since Volaris canceled the original flight. I was emailed several times and provided all required documentation in order for me to receive my refund on the credit card I paid with and also provided them with my bank information. We are going into the month of February and still have not received my full refund. Ive called Volaris several times and keep getting the same reply from each representative and am getting the run around. I am told they will send an email and escalate this and nothing has been done nobody has reached out to me nor have I received my refund. According to their policy we are eligible for a refund on the flight not flown due to cancellation. I have been compliant with the paperwork they have requested and have patiently waited with no solution. I am only asking for what is fair, . They are not abiding by their policy.

  Business Response

  Date: 01/21/2023

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

  We acknowledge receipt your complaint #******** . A customer service representative will contact you shortly to review your case.
  
  Sincerely,

  Volaris Customer Resolution

  
  

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18869789
  
  I am rejecting this response because: I was contacted by Volaris and asked for an additional form to be signed after Ive spoken to them various times and was told they had all documentation needed to process the refund and that I needed to wait 7 to 21 days. Ive patiently waited over 2 months now I am being told that it will take an additional 7 to 21 days from the day they receive the additional documentation needed which I sent on 1/23/22. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/07/2023

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

  We confirm your reimbursement still in process, we are working with or 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.
  

  We regret the inconveniences.
  

  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 02/19/2023

   
  Complaint: 18869789
  
  I am rejecting this response because:
  I have not received my refund in a timely manner. As a matter of fact, I received another email from Volaris saying that they are not able to process my refund and did not provide an answer as to why. I have  received various wire transfers to this bank, and I do not know why volaris was not able to transfer the money to our account. I have again provided them additional documentation analong with wiring instructions from my bank and have not heard back from them. I have been waiting for my refund since November 2022 and we are almost going in to  March. Their policy states that it takes 7 to 21 business days and it is far over the 21 business days. Every time I call to check the status I am told that it is being escalated and expedited and that I will hear from someone within 72 hours and I never hear anything from them.
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/28/2023

  Dear ******************,
  
  We are writing in reply to BBB case number 18869789.
  
  We confirm we will be processing the refund of booking XE5G2Q with a check that we will mail to the confirmed address in your ID.
  
  Due to it has to be mailed it may take to ***** working days to arrive to your address.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 03/01/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 26th my flight got cancelled at time of boarding, we were told would be reimbursed 100% of the cost of the plane tickets via refund to the credit card used to purchase the tickets, 3 weeks later I receive an email saying my case has been closed and unless I provide an international transfer instruction doc and my ID I wont receive my refund.This company has no customer service line, all their "support" is done via bots, how do I get my refund

  Business Response

  Date: 01/20/2023

  Dear ****************, 
  
  We are writing in reply to BBB case number 18833678. 
  
  We regret the inconveniences. We confirm that refund of bookings S7GUFI is being processed through a wire transfer. This reimbursement will be reflected in your account in the next **** business days.
  
  Route: MXL-CUN-MXL
  
  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:01/17/2023

  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 bought an airline ticket for my elderly parents. I paid $1,501.68 for the round trip. My parents were set to fly out of ***************. ****** to **********************. Since they are not tech savvy, I completed all bookings and check ins for them from the **. They were supposed to fly out today, Tuesday January 17th however I found out after they had already checked in their luggage that their flight was overbooked and they were sent away and left stranded in a city where they had already checked out of their hotel. Volaris booked a new flight for them and they were asked to return to the airport 36 hours later. The new flight is set to arrive at an airport 25 miles further from our home and will have to pay a minimum of $80 dollars to reach home. Volaris is not taking all of this trouble into consideration. We overpaid for the fares so my parents would not have to struggle during their flight and Volaris is not honoring their policy. We are requesting a refund compensation for the fair paid for each return flight for *********************** 69 years old and *********************** 67 years old. I have already reached out to Volaris via phone however no one is available to answer. Instead you are asked to open a ticket. I have opened a ticket in the past and their response time is well over 3 days. Regardless a ticket was opened this morning and a response has not been achieved. Regards,*********************** Credit cards used for booking are under my name.

  Business Response

  Date: 01/21/2023

  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: 18829282
  
  I am rejecting this response because:

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

   reported via email

  2 days ago (Mon, Jan 30 2023 at 1:22 PM)

   

   

  To:**********************************************************************************************

  [You don't often get email from *********************** Learn why this is important at ********************************************* ]
  
  Good afternoon,
  
  It looks like my BBB complaint closed out today but my complaint has not been resolved.
  I spoke to the a representative from the airline and they are not honoring my complaint.
  
  They left my elderly parents stranded without transportation or a place to stay. Yes, they found a new flight for them however, the plane took off more than 30 hours later. My parents had already exhausted their funds and had to borrow money for a hotel, transportation and meals. Something that their policy states they will take care off if you get bumped off the plane due to oversold tickets. My parents did not raise their hand and accept to get bumped. They were just chosen and I dont know why. Im
  
  Volaris just left them stranded in the airport. My parents were informed Volaris would credit them $2000 pesos in the coming 9 days which is equivalent to $75 dollars which did not cover for a one day hotel stay. We paid the highest fare for this flight; $1500 dollars.
  
  Please help us out as this airline does this frequently.
  
  Best regards,
  ***********************

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

  Business Response

  Date: 02/09/2023

  Dear ****************,
  
  We are writing in reply to BBB case number 18829282.
  
  We regret the inconveniences and confirm that due to flight affectation Y4 942 ***-*** last January 17, 2023, next available flight was provided to travel on January 18, 2023, from ***-***, we confirm that the flight was boarded .
  
  At the same time, we confirm that in attention and service to our clints we will proceed with a compensation of $400.00 USD through a wire transfer, once we receive your information, we begin the corresponding process,which will take approximately ***** business days.
  
  We have also issued a compensation in electronic credit for future transportation with Volaris , the electronic credits details were sent to the email address registered in booking PYUCXP. .
  
  Booking: PYUCXP
  Route: ***-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution