Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: Flight to TJX to Mex | 9:46 AM - 2:05 PM On March 29, 2025, at 8:22 am, I have purchased four tickets for flight 191 with a reservation code of IIPGMK. When I attempted to check in, I was not able to get any seats as the flight was overbooked. I went to the check-in agents at ******* AND spoke with check in agent **** ******, and they informed me that the flight was overbooked. The check in agents denied me and my other three passengers entry to the flight 191. Additionally, the check-in agents advised me that the Volaris system will continue to accept payment for overbook flights without a guarantee that the passenger would board the flight.The check in agent **** ****** informed me that if the Volaris flight was overbooked, that Volaris will bump me to the next available flight at 4:22 AM. I did not consent to this flight time and was unable to board at that time. **** ****** printed the boarding passes for me and the other passengers and advised me that he will get me into the 2:00 PM flight. I have waited from 9:30 AM to 1:47 PM to see if I was able to get into the 2:00 PM flight. Per *** ******** request, I arrived at Gate 3 for the 2:00 PM flight. **** ****** informed me that the flight was overbooked and was not able to get me ***** 2:03 PM, I spoke with Volaris Supervisor ******* ********* at the front desk. I informed her of the situation and advised her that Volaris overbooked the 9:47 AM flight and bumped me to the 4:22 AM. She stated she will raise the claim to Volaris and that Volaris will reimburse me. She provided me with her contact information and where to file a claim. I also allowed her to take screenshots of the conversation between me and *** ******, who informed me that the flight 191 at 9:47 AM was overbooked. I told Ms. ********* to cancel my flight for 4:22 AM for ALL four passengers as I did not consent to this flight and was not able to make it. See attachment for further information.

  Business Response

  Date: 04/03/2025

  Dear Mrs. ******** *****, 
  
  We are writing in reply to BBB case number 23147927. 
  
  We confirm that we will be processing the refund of booking IIPGMK to the original payment method, a MasterCard ending 0761 under ****** Balbuena ***** This reimbursement will be reflected in your account in the next 7-21 business days.
  
  Route: TIJ-MEX
  
  Its important to consider that if at any time you made a chargeback bank petition, the refund may not be processed by Volaris.
  
  We deeply regret the inconveniences you experienced. We understand that we did not meet your personal expectations, however, we trust that you will give us the opportunity to travel with us again and thus be able to provide you with a service more in line with your expectations.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 04/07/2025

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

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a mistake and booked two airline tickets from *********** to ****** for February 27 2025. I changed the flights to March 27 2025, which was the correct date. However the flights were cheaper. I called Volaris and they confirmed I'd be getting a refund. I have been communicating with ******* ****** through email. I clearly told her I did not want to cancel my flights. I just wanted to get the refund of $6238 pesos. She ended up canceling my whole reservation. I only received credit of $497.42 and paid $799.39. I am owed $301.97. This has been going on for 2 months. I just wanted a refund of $301.97. She stopped responding to my emails. I call Volaris and no one helps. This process has been very stressful and frustrating. Can I please just get my refund. Thank you

  Business Response

  Date: 04/01/2025

  Dear Mrs. ***** ****, 
   
  We are writing in reply to BBB case number 23128609. 
   
  We confirm that we will be processing pending refund of booking YYR64F for an amount of $ ******** MXN to the original payment method. This reimbursement will be reflected in your account in the next 7-21 business days.
   
  Its important to consider that if at any time you made a chargeback bank petition, the refund may not be processed by Volaris.
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 21, 2025, 12 *********** students with confirmed tickets on Volaris Flight Y4 771 (******* to ***********) were placed on standby due to overbooking. Four were involuntarily denied boarding and rerouted via OaklandGuadalajaraToluca with no proper support. Volaris verbally admitted fault and promised written confirmation, hotel, and Ubernone were provided. As we could not rely on their promises, we recorded the conversation. Volaris offered $600 non-transferable vouchers (6-month validity), which we refused. This does not comply with 14 CFR Part 250. We also suffered financial harm due to a missed non-refundable limo in ***********. Volaris is in violation of DOT oversales rules: no proper compensation, written notice, or promised accommodations.

  Business Response

  Date: 04/08/2025

  Dear ************************* are pleased to inform you that a satisfactory resolution has been reached regarding BBB case number 23126826.
  
  We have contacted our customer and provided a solution to all passengers in booking number D9HC7F in compliance with the applicable regulations.
  
  Based on the above, we confirm that the case has been successfully addressed and resolved to our customers satisfaction, we remain pending of the submission of the required information for payment processing.
  
  We reaffirm our dedication to supporting our customers and remain at your service.
  
  Sincerely,

  Volaris Customer Resolution

• Initial Complaint

  Date:03/26/2025

  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.

  Per ********* ******** 03/24 around 8:50pm. 27 mins before boarding the flight was not delayed. Didnt show delayed in his system. Told us to find volaris person. When nobody was around. Spoke with ****** who said she was in a rush to get to another door and kept walking. Avoidance at its finest. Next person I spoke to was ***** ****** ****- she said flight was delayed due to maintenance & to go down now & we have direct flight for reschedule. We made it down within 3 mins and spoke to **** Isela ***** *******-no flights till next day. Was no help. We requested a supervisor. ********* ***** (Sup) nothing she can do. Take it or leave it. 100% refund with 25% additional no hotel or food. Rebook ourselves. Said me vas a dejar hablar but kept repeating the same thing over and over. No help at all. Gorelly ******- flight to ******. No compensation for missed work day, car storage, lost time, no additional 25%, etc. Gave food vouchers that could only be used at one location despite food allergies. All other locations closed. All in all took them 5-6 hours to even get us in our room to rest. Next issue, they had us around the airport for SIX hours with THREE small children. Kept misleading us & saying we would get on the next flight directly out. Turns out the flight wasnt until 7pm the next day. App never updated with delay, never received an email with delay. As per their rules they would communicate it via one of those means. Fast forward we were put in a hotel with not enough beds for our family of five, stained sheets, etc. Next day we arrive with the boarding passes they gave us we were assisted by ******* ****** who stated when they rebooked us they didnt add my bag. She attempted to charge me again. PLEASE SEE ATTACHMENT FOR FULL COMPLAINT

  Business Response

  Date: 04/17/2025

  Dear **** *******, 

  We acknowledge receipt of your BBB complaint #******** and DOT case number #TU2025045041.

  One of our customer service representatives will be reaching out to you shortly to review your case in detail.
  

  Sincerely,
  

  Volaris Customer Resolution

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23121585
  
  I am rejecting this response because:
   Two customer service representatives have reached out this week both offered vouchers. We have made it very clear we do NOT accept vouchers and have zero intentions of flying Volaris again. The stress and emotional damages along with missed work days, etc is far beyond the little vouchers they offered. We requested an escalation and requested a supervisor but they refuse. 

   

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

  Business Response

  Date: 04/23/2025

  Dear ************
  
  We are writing in reply to BBB case number ********.
  
  We have carefully reviewed the situation you described and would like to inform you that due to flight GDL-MEX delay last March 24th, 2025 you were not able to catch connecting flight MEX-ORD, due to this situation  we confirm next available flight was provided to travel on March 25th, 2025 to ***, we confirm flight was boarded,hotel accommodations were also provided.
  
  We deeply regret that the delay of flight has impacted your travel plans. We understand that this kind of inconvenience can be frustrating, and we sincerely apologize for any disruption this may have caused, unfortunately, we are unable to issue refunds for an air service that was boarded and provided as well for expenses incurred with other providers or third parties.
  
  In service to our clients, we could support you by issuing a compensation of $ ****** USD per passenger in electronic credit for future transportation with Volaris, in case that you consider accepting our proposal, the electronic credit would have the following characteristics:
  
  *1 year 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, taxes and additional services)
  *Valid for multiple purchases.
  
  At the same time, we would like to confirm that after a validation, documented baggage exceeded the maximum allowance weight and you were required to pay for corresponding and applicable excess baggage fee, this in accordance with our current policies.
  
  Booking: MHLRVA,HKLHJR, PEVIJW
  
  Thank you for your understanding.
  
  Sincerely,

  Volaris Customer Resolution 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23121585
  
  I am rejecting this response because: I have requested and escalation to a supervisor multiple times. I will not accept electronic credit. Per the terms Volaris is supposed to let us know if any changes to itinerary via the contact methods listed. They informed us of two in different months leading up to it but could not inform us of cancellation of flight on 03/24? I even called the customer service number spoke to ********* ******** and was told 27 mins before boarding flight isnt canceled stay at the gate. 
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I originally filed a complaint with the BBB last year when Volaris refused to credit me for flights that were flagged as a non-flight area. The recent crime rates in ******* have caused great panic in my family and I have expressed this Volaris. I have gotten no support to refund or provide credit for these flights. The travel was for religious reason and leisure so I currently cannot give them a new date to travel to this destination. I frankly cannot provide them with a new Date. I would like for them to please provide me credit to let me think about when I can reschedule these flights. Reservation number SLHV5B.

  Business Response

  Date: 03/28/2025

  Dear Mrs. ************************* are writing in reply to BBB case number 23119952. 
  
  We confirm that we will be processing the refund of booking SLHV5B to the original payment method. This reimbursement will be reflected in your account in the next 7-21 business days.
  
  Route: LAX-GDL-LAX
  
  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:03/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked our trip on November 11, 2024. Unfortunately, Volaris is the only airline that has a direct flight from my city. This is not a preferred airline due to the many issues that this airline has demonstrated. The reason for this trip is a family wedding on March 29, 2025. Our original flight was scheduled to depart on March 28, 2025, at 10:32 AM. During the purchase of these airline tickets, the family agreed to pay more for upgraded seats, which totaled $569.82, and we paid cash to the airline.On Friday, March 21, 2025, we received an email stating that our flight was canceled for March 28, 2025. The airline did not even make the accommodation of putting our group on another flight. We are a traveling group of nine. We had to call the airline, and we were added to another flight that leaves later that evening. This is where my complaint comes in. We were assigned to different seats in the back of the plane, scattered from each other. We asked if they could refund us the money that we paid for the premium seats since it was the airline that canceled our flight and placed us in standard seating. The airline wants to only return the amount in a voucher. It is only fair that since we paid cash, they return the seat selection fee to our original payment method.

  Business Response

  Date: 04/17/2025

  Dear *** *******, 

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

  Sincerely,
  

  Volaris Customer Resolution
  

• Initial Complaint

  Date:03/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought volaris tickets on 8/13/2024 from ******* to ******. I need to cancel my flight unable to attend. I spoke with a lady from volaris customer service and ask if I could cancel my flight for something around the same days next year or if she could give me a voucher for a year which volaris have given me before that's why I know they give voucher. The lady from customer said no she can only change the day and charge me the difference but her system don't have dates for next year in March yet. she was so rude and not wanting to help me. My flight leaves on March 23 2024. Now I can't change my flight thru the app or whatapp it's only by calling so I dont have any type of evidence that she didn't want to help me

  Business Response

  Date: 03/14/2025

  Dear Ms. *********
   
  We are writing in reply to BBB case number ********.
   
  We understand that travel plans can change unexpectedly, and we would like to confirm that, in service to our clients, we have supported you by issuing the total amount of your booking MYDEJF in electronic credit for future transportation with Volaris. The electronic credit information has been sent to the email address registered with your booking. Please note that if the electronic credit is not used before the reservation deadline, it will be forfeited and cannot be revalidated.
   
  Booking: MYDEJF
  Route: TIJ-CUN
   
  Consumers who purchase nonrefundable tickets but are unable to travel due to personal reasons, such as illness or arriving late to the airport, are not entitled to a refund.
   
  Thank you for your understanding.
   
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight Y4 3080 (February 21st):My flight, scheduled for 6:57 AM, was subjected to an inexcusable delay of over 10 hours, resulting in a 12-hour ordeal at the airport. This delay was particularly egregious as other wedding guests traveling on a different airline at the same time experienced minimal delays, with their flights taking off and landing within an hour of their scheduled times. This clearly demonstrates that weather was not a factor, and other airlines were operating normally.Throughout the extended delay, Volaris provided no clear communication. Airport displays remained unupdated, and requests for food vouchers were denied. Once boarded, further delays occurred.This catastrophic delay resulted in my arrival in ****** after 1:00 AM, missing an entire day of planned wedding festivities at the **************************, a stay costing over $600 per night. This included missing a group dinner and evening events, and the resulting fatigue negatively impacted my entire weekend.Flight Y4 3081 (February 25th):My return flight was also significantly delayed by 3.5 hrs. Furthermore, the aircraft's cleanliness was appalling. The bathroom was in a deplorable state, and my seat area was unsanitary. My seatbelt was visibly dirty, and a sticky substance was adhered to the seat back, seatbelt, and buckle, which transferred onto my clothing and personal items. Upon alerting a flight attendant, I was told there was nothing they could do, and no assistance was offered for the damaged items, including my ruined Lululemon ****************** Losses and Compensation:I incurred the following losses: * Flight Cost: $432 * Airport Food Expenses: $50 * One Night at ******************* Cancun (Lost): $600 * Damaged Lululemon Leggings: $98 * Total: $1,180 The 90-day voucher offered is an insufficient response, and only 25% of $100 (less than $20USD in compensation for my financial losses, totaling $1,180.

  Business Response

  Date: 03/20/2025

  Dear Mrs. **********  
  We are writing in reply to BBB case number 23020795.
   
  Thank you for contacting us regarding a refund for the delay of both flights in booking number JE65UJ. We understand the inconvenience caused by this disruption to your travel plans.
   
  We have carefully reviewed your request and the details surrounding the flight delay, our records indicate that the delay was primarily due to adverse weather conditions at ***************. Please be advised that, in accordance with our terms and conditions of carriage, delays caused by circumstances beyond our control, including but not limited to weather events, are not eligible for compensation or refund. As well, we would like to confirm flights were boarded,our policy states that a refund is not applicable in this instance.
   
  We understand that this delay as well as the other issues mentioned during your flight with us, has caused significant inconveniences. As a gesture of goodwill and to compensate for the inconvenience, Volaris is offering you an electronic credit for future travel. This is the option available given the circumstances,and we hope you can consider it.
  
  Booking: JE65UJ
  Route: TIJ-CUN-TIJ
   
  Thank you for your understanding, and we truly hope to have the opportunity to serve you again in the future.
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Volaris due to a frustrating and unfair experience regarding my recent flight booking. I purchased tickets for myself and my family through the Volaris mobile app for a flight scheduled at 7:00 PM. However, without my consent or fault, the airline changed our itinerary to an earlier flight at 12:21 PM a time that we cannot accommodate.Upon discovering this change, I contacted Volaris customer service to request a flight adjustment that would suit our schedule. Shockingly, they informed me that I would need to pay an additional $400, despite the fact that the alternate flight is cheaper than the original. This demand seems unreasonable and unjust, especially considering that the change was made without my approval.Following their instructions, I submitted a ticket through their platform at ***********************************************. After waiting for 48 hours, I received a negative response, reiterating that I would still need to pay the additional charges.Volaris customer service has been unhelpful, dismissive, and has left me feeling both violated and frustrated. I believe this practice of charging nearly 50% extra for a cheaper flight, especially when the change was not initiated by me, is a scam. I have refrained from disputing the charges with my credit card company as I hoped to resolve this matter directly and fairly with Volaris.I kindly request the BBB's assistance in resolving this issue. I am seeking a resolution in the form of a change to a flight that fits my schedule without the exorbitant extra charges.Thank you for your attention to this matter. I look forward to your help in reaching a fair resolutio

  Business Response

  Date: 03/12/2025

  Dear Mr. ******************  
  We are writing in reply to BBB case number 23013338. 
   
  We regret the inconveniences in which you tell us that you were not satisfied with price cost for itinerary change flight in booking JEVDUW.
   
  After a review in booking, we confirm original purchase was made by the client through the Volaris App last February 28th, 2025, and corresponding itinerary confirmation was sent to email address registered by the client: *************************. No itinerary change was applied to your booking without your consent, nor operational itinerary change was applied.
   
  According with terms and conditions, in case passenger needs to make an itinerary change, it is necessary to cover the corresponding change charge plus difference in rate if applicable, fare difference if the new flight has a higher fare compared to that of the originally booked flight.
  
  We would like to confirm that based on the agreement with our representative we support you by reintegrating total amount of itinerary change for an amount of $614.34 USD in electronic credit for future transportation with Volaris, the electronic credit details were sent to email address registered in booking.
   
  Thank you for your understanding. 
   
  Sincerely, 
   
  Volaris Customer Resolution

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ****** I bought a airline ticket from Volaris airlines and i pay for ticket insurance. For any cancellations . Three weeks ago I felt on my shoulder that i had surgery before , and I'm been in so much pain so i call Volaris airlines about 12 days ago telling them my situation that i want to cancelled my ticket so i got told to go in to the website and file a claim so that's what i did from there I'm been talking to ***** and Yarizell who both are not giving me the information to where to call they only telling me that i need to go back to the website and cancelled but i can't it doesn't let me do it because it said that the ticket is been purchased more than 24 hours but I purchased a ticket insurance now Yarizell send me a email saying that this case will be closed and that i need to contact them !! But she is not giving me there information were to call I'm tired to be chasing them to get my money back can you guys help me please the case #******* and I submit another one on 2/25/2025 #******* my flight day is 3/12/2025 and I haven't been able to get help I'm afraid to lose my money i can travel my doctor is no recommended i got surgery on this shoulder before and it hurts so much . Thank you for your attention.

  Business Response

  Date: 03/21/2025

  Dear Mrs. ****** *******, 

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

  Sincerely,

  Volaris Customer Resolution