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:01/17/2023

  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

• 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.

  Volaris cancelled many flights and claimed it was due to the weather however there are reports that employees were on strike. They knew the flight would be cancelled and they claimed for five hours that it was delayed. No employee on site would assist with rebooking or reimbursing us at the ******* airport. It was chaotic. My flight was supposed to leave on Sunday and the next available flight did not leave until Wednesday night. I live in *********** and was offered no accommodation or assistance to rebook my flight. Consequently, I did not leave to ****** through Volaris and couldnt use my return flight either. Volaris has refused to refund me my money and only wants to offer me an electronic credit. I already had my vacation approved and made several expenses to travel down to ******* from ***********. Flights had already been cancelled since Friday and they failed to notify me.

  Business Response

  Date: 01/20/2023

  Dear **************,
   
  We are writing in reply to BBB case number 18827778.
   
  We confirm flight Y4 458 ***-DGO last December 25th , 2022, was cancelled due to weather conditions at ******* Airport, a non- attributable cause to the airline.
   
  Unfortunately, a refund does not proceed; we could support you by reintegrating the total amount of booking in electronic credit for future transportation with Volaris, 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 base fare, taxes and additional services. 
  Booking: E8WMUS
  Route: TIJ-DGO 
  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.
   
  Thank you for your understanding.
  
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18827778
  
  I am rejecting this response because I do not agree with having an electronic credit and being forced to rebook with this airline when they canceled the flight regardless of the reason for it. Additionally, there are reports that there was an employee strike and this was the reason why planes werent flying out.
  

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

  Business Response

  Date: 01/30/2023

  Dear **************,
  
  We are really sorry for the presented situation, however, weather conditions it is a non-attributable cause to Volaris. According to the corresponding Terms and Conditions of Scheduled Domestic ************* Services, we confirm that only in case of overbooking or flight cancellation (for reasons attributable to the airline),the provisions of the applicable law in the country of the flight of origin operating the segment in question shall apply.
  
  Passengers who purchase non-refundable tickets on a flight that is still being operated without a significant delay are not entitled to a refund. A passenger is entitled to a refund if an airline cancels (for reasons attributable to the airline) a flight and the passenger chooses not to accept an alternative flight on that airline.
  
  ******************************************************************************************************************
  
  We confirm requested refund does not proceed, in case you decide to accept our resolution proposal, the electronic credit would have the mentioned characteristics.
  
  Thank you for your understanding.
  
  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18827778
  
  I am rejecting this response because the flight was overbooked. The day before the flight was scheduled to take-off, I received an email stating that my flight was looking for volunteers to take a later flight. I have attached the email I received asking for volunteers.
  
  Sincerely,
  
  *************************

• 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 am writing to get a refund and compensation for luggage that was lost for 15 days. On December 26th I checked two bags on a flight from ******* to ****. One of the bags did not arrive in ****. I spent one week in ****** without my clothes or toiletries. I also was missing Christmas presents for my family. The luggage was still missing when I returned home on January 1st. I was finally able retrieve my luggage from *************** on January 15th. I have asked many times for a refund and compensation but have had no response despite communications via a filed ticket with Volaris, phone calls, ***************** and ******** Messenger. I am asking for a refund of the checked luggage fees for both of my flights as well as compensation for expenses incurred to replace missing items and to retrieve the luggage.Ticket tracking lost luggage claim with Volaris: ******* Reservation codes: ******* to **** (CYDI6Z); *********** to **** (O9HB8P).

  Business Response

  Date: 01/26/2023

  Dear *****************************,
   
  We are writing in reply to BBB case number 18827579.
   
  Please accept our sincere apologies for the inconveniences you may have experienced in respect to your delayed luggage in flight 993 OAK-*** last December 26th, 2022. We confirm that after a validation of your case, a compensation for clothes expenses will be provided through a wire transfer, in this case for an amount of $ 1, ****** MXN and to follow up your compensation it is necessary you to send us the following details:
   
  1.- A bank statement or voided check with the information: Bank name, account holder, account number and routing number.
  2.- And the Settlement letter previously sent to your email address. 
  

  Booking: CYDI6Z/ O9HB8P
  Route: OAK-***/MEX-OAK
   
  At the same time we confirm we will only proceed with the corresponding refund of luggage fee service that was not occupied in flight 200 MEX-OAK last January 01st, 2023. 
  
  Once that we receive your information, we begin the compensation process.
  
  If you have any other doubt or question, please let us know.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18827579
  
  I am rejecting this response because: I need clarification on the refund for luggage fees. I do not understand what is meant by: "At the same time we confirm we will only proceed with the corresponding refund of luggage fee service that was not occupied in flight 200 MEX-OAK last January 01st, 2023." 

  I expect the luggage fees for the one lost piece of luggage to be refunded for both of my flights since my luggage was lost on the first flight and was still missing at the time of the return flight. 

  I received this same communication directly from Volaris yesterday and have asked them to clarify. I would need them to state what the luggage refund amount will be before agreeing to this resolution. 

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

  Business Response

  Date: 02/07/2023

  Dear *****************************,
  
  We confirm we proceed with the corresponding refund of luggage fee service that was not occupied in flight 200 MEX-OAK last January 01st, 2023, and for one time exception we will proceed with refund of luugage fee service under ************************* from bookig CYDI6Z. 
  
  The compensation for clothes expenses will be provided through a wire transfer, in this case for an amount of $ 1, ****** MXN and to follow up your compensation it is necessary you to send us the following details:
   
  *A bank statement or voided check with the information: Bank name, account holder, account number and routing number.
  *And the Settlement letter previusly sent. 
   
  Booking: CYDI6Z/ O9HB8P
  Route: OAK-***/MEX-OAK
   
  Once that we receive your information, we begin the compensation process.
  
  Sincerely,
   
  Volaris Customer Resolution
  
  

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18827579
  
  I am rejecting this response because: 

  Thank you for providing this response. I need some more clarification. What form will the refund of luggage fees take? Earlier conversations with Volaris had suggested a credit with Volaris which would be unacceptable. I am fine with any kind of payment such as cash, check, credit card. Once that is confirmed I will accept the response.

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

• Initial Complaint

  Date:01/17/2023

  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 December 27th I took I flight from *** to LMM reservation number R8UBMF. Upon arrival one of my checked bags ( tag ********** under my wife's name ***************************)never arrived. report was filed. Report number LMMY462096706. After 6 days I was told by LMM personnel that the bag was lost. They issued me a credit of $1000 mx pesos as part of their bag guarantee service but assured me I was going to get pay for the contents of the bag and to contact customer service to get the process started. This is were the problem begins. Nobody has giving me response, when I call the number they hung up and refer me to WhatsApp to get help... I've been trying to chat with someone real via WhatsApp but all I get is the same automated messages over and over.. even asking if I still need help when they haven't even help me. I will attach the conversation . I also emailed the 2 o 3 times with no reply. I also tried other social media platforms and no response to my request to get reimbursed for the items of my bag worth over $500 dollars. Please help me to get pay for my lost bag

  Business Response

  Date: 01/20/2023

  Dear ********************,
  
  We are writing in reply to BBB case number 18823034.
  
  We regret the inconveniences. Regarding your reported lost luggage in flight 672 GDL-LMM last December 27th, 2022, we would like to confirm that based in the agreement and in service to our clients we issued a compensation thought a wire transfer which you will be able to see it in your account during the next ***** business days, and in electronic credit for future transportation with Volaris, the details were sent to email address registered in booking R8UBMF.
  
  Booking: R8UBMF
  Route: GDL-LMM
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, thank you very much for your help. Business contacted me right away only thanks to you. As indicated in their response we have come to an agreement. I really hope the money really gets to my account in a timely matter as they stated. I hope I don't have to resource to you again.

  Again thank you very much. 

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

  Customer Answer

  Date: 03/10/2023

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

   

   

   

   

  I would like to file a follow up complaint. to BBB complaint number ********. After my initial complaint dated 01/17/2023 regarding compensation for my lost bag reservation code . Booking: R8UBMF Route: GDL-LMM I received quick response from volaris and we agreed over the phone on a monetary compensation of $300 USD and we started the process to get compensation. they asked me to fill up a lot of forms and waivers and after everything was filed they indicated on their respond the money will be deposited in my account in no more than 21 days. that was on Jan 19 2023. however. I have NOT received any funds to this date. I have email them almost every day since Jan 31 to ask for an update and nobody has reply to my email, please help me get an answer from this company again. the reason I closed the initial complaint is because communication was great and they indicated all process was finalized and ok to just wait for the deposit. NO DEPOSIT has been made and no further contact with business because they are not replying to my emails anymore. Thanks again.

  
  

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

• Initial Complaint

  Date:01/16/2023

  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 a ticket for December 14 the flight was supposed to departure at 8:15. I arrived at the airport at 6pm. The lines were not so long. When I was checking in my bags turns out my carry on was supposedly to heavy for a carry on. So I stepped aside to see what i can do about it. I decided I would just pay for the bag to avoid wasting more time I was made to get back into line and wait. So I did. When it was my turn they said it was already to late to check in the bag. There was still more than one hour left for the flight and I think they really just over booked the airplane. I was not able to fly that day and had to find a way to get back home since my ride had already left me.

  Business Response

  Date: 01/20/2023

  Dear **************,
  
  We are writing in reply to BBB case number 18820684. 
  
  We confirm that based on the agreement with our representative, we support you by reintegrating total amount of booking  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: UJIY5B
  
  Route: TIJ-MTY-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:01/16/2023

  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.

  My mother and father purchased 2 round trip airplane tickets from ******* to ******* ****** via the Volaris website on 11/29/2022. Their travel dates were 2/19/2023 through 4/20/2023. The total cost of the purchase was ****** and this included airfare, taxes, fees, reserved seats and 2 checked bags. My father passed away suddenly on 12/15/2022. I reached out to Volaris airline via multiple methods they recommend (phone call, whatsapp chat, ******** messenger, instragram chat) and had no luck connecting with anyone. After searching on the internet for how get support I learned of their ********************************************** ticket system. I submitted a ticket on 1/1/2023 and shared our situation. They provided me 3 options, electronic credit for the paid amount under difficult ******************* name change on ticket, and flight change to postpone trip. I followed up with question about the credit terms and conditions and learned that we would have to use the credit with in 90 days and it would not cover taxes or fees previously covered and would need to be used on 1 purchase or be lost. This is not something we are able to use and this would result in a loss of the credit.I asked for a refund on the whole trip or at least on my father's portion of the trip as he is deceased and I have not received a response since. I have submitted 2 additional tickets via the Volaris website mentioned above and have not heard back on either of them. Currently I have 3 open tickets and have not received any responses or communication from them. I would like support in receiving a refund for this travel cost and will submit any other needed documentation. Thank you. Volaris Reservation Code I9RVGP

  Business Response

  Date: 01/20/2023

  Dear ****************, 
  
  We are writing in reply to BBB case number 18820132. 
  
  We are really sorry for the situation, we understand that your travel plans can change unexpectedly, unfortunately a refund does not proceed; we could support you by reintegrating the total amount of booking in electronic credit for future transportation with Volaris, 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 base fare, taxes and additional services.

  Booking: I9RVGP
  Route: ***-DGO
  
  Passengers who purchase non-refundable tickets on a flight that is still being operated without a significant delay are not entitled to a refund. A passenger is entitled to a refund if an airline cancels a flight and the passenger chooses not to accept an alternative flight on that airline.
   
  Thank you for your understanding.
   
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:01/15/2023

  Type:Order 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 12/29/2022 @ 1:15 am flight from ******* to *********** volaris employees would not let me board the plane without paying $80 for a personal item. When I stated that I purposely purchased this luggage because it's on volaris website I can have a personal up to 18 inches they refused to honor my 18 inches personal & forced me to pay. They did not have a measuring device & stated they can see with their eyes & don't need a measuring tape. When I asked the man foe his name at the gate he grabbed his employee ID & hid it & stated he's not allowed to give me his name or employee ID finally he stated his name was "******" my personal was exactly 18 *********** committed fraud by charging me to board the plane.

  Business Response

  Date: 01/20/2023

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

  We are writing in reply to BBB case number 18816135.

  We would like to inform you that we have made attempts to contact you by phone at the number: ************** with no success, this in order to continue with the corresponding attention to your 
  case and provide you a resolution. We will try to contact you shortly to review your case.
  
  Sincerely,

  Volaris Customer Resolution

• Initial Complaint

  Date:01/14/2023

  Type:Sales and Advertising 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 insurers for my airplane tickets and volaris didnt honor the agreement. I had a family emergency and I had to buy another airplane ticket when I talked to the volaris agent he said that the price was less than $300 dollars. I when I check my email they changed me more that $400 dollars. I contact volaris and theres no help

  Business Response

  Date: 01/19/2023

  Dear ******************,
  
  We are writing in reply to BBB case number 18815238.
  
  Based on our system booking DJG1TB was purchased last October 13th, 2022 through an agency, in this case Expedia,in case you acquired an insurance we suggest to validate it directly with this agency.
  
  We regret the inconveniences in which you tell us that you were not satisfied with price cost of the itinerary change in you reservation, however, the corresponding fees and difference in rate were applied correctly. In this case an itinerary change in date was requested to travel in December 17th, 2022, the change was applied and corresponding payment was applied in booking.
  
  We would also like to confirm that according to the terms and conditions for any itinerary change (time, date, or route) customer must cover the corresponding fee charge plus the applicable difference in rate; terms and conditions as well corresponding penalty fees are indicated in web site.
  
  Booking: DJG1TB
  Route: MEX-MXL
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:01/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip with Volaris. Volaris canceled our flight the morning of the flight. Flight was *** to ***, Y4 836 for 10/29/2022. The email says we would get a full refund. I've now been going back and forth with them for three months trying to get it. For my CC, they said I need an "official" document from the bank saying the card number is mine. I called Chase - they do not offer something like that. Then, alternatively, for a wire transfer, they said I need an "official" document from my bank (USAA) giving "official" wire transfer details. USAA does not offer this. So they are making customers provide items that US customers cannot provide, and in then in return keep the money. So my money has been stolen by Volaris. Not to mention same day cancelation for no reason or explanation. They should not be allowed to use US airports as hubs. Reviews online indicate this is a common pattern. In summary - Volaris canceled my flight the same day, and then has stolen the money that should have been refunded to me months ago. ($363)

  Business Response

  Date: 01/19/2023

  Dear **************,
  
  We are writing in reply to BBB case number 18814218. 
  
  We confirm that we will be processing the refund of booking U6375Y trough a wire transfer. This reimbursement will be reflected in your account in the next **** business days.
  
  Route: MEX-SAT
  
  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:01/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a flight to *******, ****** and was notified by the airline my flight had been cancelled. As a result, I was given a voucher in the amount my original ticket to purchase a new ticket in the future. When I went to go buy a new ticket, the voucher was not working. I called the airline and they said there was nothing they could do and that I had to submit a request via "tuexperiencia.volaris.com" and they would get back to me within a couple of days. I submitted my request on September 1st (request #*******) and did not hear back. I filed a complaint with the BBB to request a refund and they gave me another voucher that did NOT work AGAIN. At this point I want my money back or for the airline to issue me a NEW voucher that ACTUALLY WORKS WHEN I TRY AND USE IT. ITS NOT FAIR THAT THEY ARE TRYING TO STEAL THE MONEY I SPENT I ON THIS TICKET. When I call the airline to see if someone could help they keep saying I have to wait but I've already waited a long time. GIVE ME MY MONEY BACK OR GIVE ME A NEW FLIGHT.

  Business Response

  Date: 01/19/2023

  Dear ******************,
  
  We area writing in reply to BBB case number 18812035. 
  
  We regret the inconveniences. We confirm that electronic credit was already redeemed in booking M8MRVV, available to travel in next September 03rd-10th 2023, route ***-MLM-***.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution