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:01/13/2023

  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 planned to spend Christmas with my family in ***********, ******, but due to the fog, our original flight was canceled, which is ok for safety.The problem begging when the airline after ****************************************************** *********, by the time we recovered the baggage and get the tickets was late to go out to sleep because the airport was full, and we spent the night waiting on the airport the airline refuse to offer hotel or accommodations at all. on the 24 we were waiting to take the plane at 5 p.m. but after several delays, finally, we suppose to leave by 8 p.m.The time came and we were almost aboard when the rep stop us saying that the flight was not the 512 but **** and we suppose to leave 1 hour later. by 10 p.m. no one was able to assist us and the airline phone collapsed, so we wait, by December 25 at 5:30 am. no one says anything about our flight other than delayed, and ask to stay at the airport, we spend Christmas with no food available and 3 little kids on the floor, when we discover that the fly was already canceled, we wait again several hours to get new tickets now for December 27, but our baggage was lost an after look around for 10 hours we left ******* exhausted to come back and sleep on *********. On the 26 we drive over to the airport to look for our baggage and after checking and finding assistance for others, we were unable to find our baggage on TJ, to later about 6 hours after started looking around, we were in line to fill a lost claim, when we discover that our baggage was already on ***********, yes we stay on the 25 but our baggage was on the flight.Our family recover the baggage at the airport of *********** and we finally take a plane on December 27 to spend some days with our family.We do our effort based on the current health of my wife's father. Loves matter, but this company abuse us and need to pay for the time we lost and the expenses related.

  Business Response

  Date: 01/19/2023

  Dear ************,
  
  We are writing in reply to BBB case number 18806431.
  
  We would like to confirm that luggage was delivered to the passenger, and in service to our clients we have issued an electronic credit for future transportation as compensation for this situation. The voucher details were sent to email address registered in booking DCWGSG.
  
  Booking: DCWGSG
  Route: TIJ-GDL-TIJ
  
  We apologize for all the inconveniences.
  
  Based on the above, we confirm the closure of your case.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18806431
  
  I am rejecting this response because:
  

  I incurred additional expenses due to the lack of good communication from the airline, we practically slept at the airport because they were not clear and they kept us there late after late causing us to be forced to eat what was available at the air terminal. As I mentioned, I need to be reimbursed for the additional expenses, the credit offered has an expiration of 90 days and is subject to purchase and additional taxes, I do not want to travel i lost 3 vacation days already, such credit is a joke if it is not used, it is lost, and honestly they have already caused me an economic loss due to their lack of honesty.

  Keep me in the airport with delayed promises was from our perspective the best way to avoid pay for hotel. Please give the credit back as cash check to recover part of our expenses.

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

  Business Response

  Date: 02/03/2023

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

  We are writing in reply to BBB case number 18806431.
  

  We regret the inconveniences, and we confirm due to flight Y4 **** ***-MTY last December 24th ***** was affected by weather conditions, a non-attributable cause to the airline, next available flight was provided to the passenger, flight **** TIJ-GDL on December 27th*****, and this was boarded by the clients.
  
  Due to luggage delayed and based on the agreement with our representative electronic credits were accepted by the client and issued as compensation in electronic credit for future transportation with Volaris , the electronic credits details were sent to the email address registered in booking DCWGSG.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 02/09/2023

  
  Complaint: 18806431
  
  I am rejecting this response because: 
  
  Volaris personnel totally misunderstand this request, the credit offered on the airport was due the second cancellation, and I am asking for the money back of the expenses caused due the second delay, we was at the airport from 12/23 to 12/25 without a chance to move to a hotel due the continusly delay and schedule changing, for that reason and after a long waiting on line on the night of 25th, we ask for an honest response of your personal and we select a date other that 26 (12/27) to go home and sleep.
  
  
  And the rep is liying since the fly affected by wheater was Y4 424 not the Y4 **** this last one was the change after wheather changes and we wait after several hours of delay on 12/23 until the morning of 12/25 when they finally cancel the fly again. The ironic part is that the fly Y4 512 with same departure time depart with our baggage but not us, the airlane says that us will be leaving no later one hour after (or we must lost the conexion in *********).
  23 dec. 06:39 p. m. / 11:30 p. m. ******* (***) - **************************** (***) Y4 424
  
  For some reason that day the airlane start having two flys with similar number and same schedule but only the one in short formar leave, we wait until 5a.m. on 12/25 due the ************************* changes spending Christmas on the floor with no food for our 3 children. Then again at around 9 am. was cancel again forcing us to make again a big lines to change only there since by phone no one was able to assist, the operator ask to do any change or aclaration in the airport.
  
  Credit offered due the issues with the delay, and I am asking for the reinsbursment of the expenses at the terminal.
  
  Like I say before, we dont want money conditioned to buy tickets that expire on 90 days. We need the reinsburment of the incurred expenses (You make me lost 3 days), just because Volaris force us to stay in the airport due the constant changes on the itinerary.
  
  Please understand  this complain is for the bad service and claim of the expenses incurred due this lack of communication and bad attention.
  
  My baggage was located by my effort, family assistance, but not for Volaris initiative!
  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/12/2023

  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.

  On Dec 25,2022 I arrived at ******* airport my flight was set to depart at 2:33 pm I was in line to document my luggage for more than two hours,once I got to the booth the clerk tells me that my flight had been cancelled I asked to be put on another flight later that day and she responded by telling me that the next flight was not till the 27th which was two days later on top of that she dismissed me by telling me I should call customer service. I acted quickly so I drove for 2 and a half hours to ******** airport once I got there I told the clerk there what had just happened to me in ******* and that I needed a flight to ******** and the same thing no flights but this one had one for the following day on the 26 at 2:30 so I took it ..I paid for tickets again and got charged for 2 checked bags on the 25th ... and on the 26 I got charged again to checked my bags on top of that I had to get a hotel and on the 26 the day of my flight, that flight got delayed. Why did I pay over ***** for tickets and checked bags when I didn't cancel or change my flight, plus I paid ***** pesos for parking . volaris ruined my trip , once I got back to I had to get a ride from ******* to ******** to pick up my car ... I just want my money back for the canceled flight due to weather conditions which was a lie ... My reservation number was DDDQJD please help

  Business Response

  Date: 01/16/2023

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

  We are writing in reply to BBB case number 18727005.
  
  We regret the inconveniences; we confirm that based on the agreement with our representative ******************* you by reintegrating total amount of luggage fee in electronic credit for future transportation with Volaris. The corresponding electrinic credits details were shared with you to the email address registered in booking DDDQJD. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

• Initial Complaint

  Date:01/11/2023

  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.

  This is the second complaint Im filing for the same reason.On November 26 my family and I traveled from ****** to ******* (with a layover in ***********).When we got to the gate, the agents told us we had to check each of my daughters carry on suitcases because the overhead bins were full and had to pay 70 pesos to do so. We were NOT provided any bag tags when I asked but rather were told to board the plane immediately.When we arrived in ******* the suitcases never made it. There was also no one at the airport to help us file an irregularity report so I immediately completed a ticket to get assistance. The ticket # is 3321446.After almost a month of trying to get help I finally received a call from customer service informing me that our bags were lost and to complete and reply to the ticket email chain with the lost baggage forms and a copy of my ID within 5 days. Because this request was right before the holidays, I wasnt able to submit the forms until January 2.Its now been 8 days since I sent the forms and Ive heard nothing l. Ive also attempted to reach customer service via email, WhatsApp and FB Messenger but have yet to get a single response. I am extremely frustrated that the airline lost our bags and has done absolutely nothing to work towards reimbursing me for the two lost suitcases and contents. I have also never had such a difficult time getting support from any company. Volaris depends exclusively on chat bots that provide zero support and consistently loop messages, request the same information over and over and NEVER allow you to connect to an actual human.I want this matter resolved YESTERDAY!

  Business Response

  Date: 01/20/2023

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

  We are writing in reply to BBB case number 18726286.
  
  We regret the inconveniences. We would like to inform you that after a validation, Volaris will issue corresponding compensation in the amount of $ ********* MXN or $794.82 USD for the two pieces of carry-on luggage ( we know that it will not cover all of your belongings and items contained in your luggage, however, it corresponds to the **************** Law.
   
  In order to process it, we request you to provide some documents in pdf, jpeg or png format, where the information is as legible as possible:
   
  *Signed Settlement Letter (previously sent).
  *A bank statement, letter wire transfer sign by the client or voided check with the following information: Bank name, account holder, account number and routing number. 
  
  Once the information is received, the compensation process begins, which takes ***** business days as reflected in your account.
   
  Thank you for your understanding.

  Sincerely,

  Volaris Customer Resolution
   

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18726286
  
  I am rejecting this response because: The compensation offered is far too low for the value of the possessions lost.  As a reminder-both bags were packed as carry ins and we were forced to check them.  I would like at least $1500 per bag ($3000) to cover the cost to replace my valuables.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/11/2023

  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 a flight programmed for **** but unfortunately Im not able to go since I found out Im expecting and due in July. I contacted Volaris to see what options I had but they were no help over the phone they kept telling me to submit a claim online. I submitted the claim explaining everything to them and they prompted me with some options so I choose to get credit. I was not informed that I wasnt going to be able to utilize my whole amount for the credit. I called several times they wouldnt help they told me to submit another claim. I did and its been over a week and no one responds to me. I got my drs okay to fly in March. When I attempted to purchase my flight it only allows me to use $100. The original flight number was MHK7UX , it was from **** 27-July 13 leaving from ******* ***** to **************. the amount for everything was ******. Im trying to get this resolved since no one from the airline is attempting to help me.

  Business Response

  Date: 01/16/2023

  Dear ************,
  
  We are writing in reply to BBB case number 18723046.
  
  We understand that your travel plans can change unexpectedly, we would like to confirm that we supported you by reintegrating the total amount of booking MHK7UX in electronic credit for future transportation with Volaris, corresponding terms and conditions about it were informed and shared with you also by email as well validity date. 
  
  It is important to consider that if the credit 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, we confirm electronic credits expire next March 04th , 2023.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 
  
  

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18723046
  
  I am rejecting this response because it wasnt explained to me that there was different credits they provide Me with a link that stated that the credit could be used for everything. I attempted to do a booking in March but it only allowed me to use $100 and I was going to loose 270 something dollars. The airline should do a better job explaining that information to people so they dont agree to that. *** traveled with this airline often and Im an occasion was give credit and I was able to use all my balance. This airline is a scam how do you expect me to loose or pretty much give them away $752. Its very disappointing and I will never travel with this airline or let any family member fly with you guys anymore. Once they contacted me after a week worth of me submitting claims the person who assisted me kept telling me that I accepted to those terms and wouldnt let me speak. There was nothing he could do to fix my problem.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/10/2023

  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 1/09/2023 @ 8:56pm during boarding flight from *** to *** my 12 y/o was in front of me carrying food and her personal item my husband was rolling my son carry-on due to being a child. I had already paid for 3 carry-ons but flight crew refused to allow my husband proceed if he didn't paid for the carry-on he was rolling. We attempted to inform them I was seated and flight crew from the terminal came inside the plane to verify if my son had a already a carry-on I told her no that my husband was rolling my son carry-on, and she asked why we didn't board together which I told her yes we did but another flight crew instructed me to proceed through the ramp and my husband was behind us. I attempted to inform carry-on was already paid for. After flight crew verified they went back to my husband told him my son bookbag was the carry-on and the food we purchase in the airport was the personal item. ******* told my husband if he wanted to miss his flight that it was up to him to pay for the carry-on again. My husband just went ahead and paid since they refused for him to board after showing all the proof we had already paid. They charge us again for the same carry-on on the gate.

  Business Response

  Date: 01/16/2023

  Dear ********************,
  
  We are writing in reply to BBB case number ********.
  
  Based on our agreement and in service to our clients we support you by reintegrating the total amount of luggage fee service paid at airport in electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in your booking U8KY5F.
  
  We regret the inconveniences in which you tell us that you received a bad attitude service from our staff at Airport , in this regard we would like to comment that the information you provided us was sent to the corresponding area in order to take the necessary internal measures to avoid such situations in the future.
  
  We appreciate your comments, they help us to improve and provide you the quality of service that you deserve.
  
  Sincerely,
  
  Volaris Customer Resolution
  

• Initial Complaint

  Date:01/10/2023

  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.

  Volaris Airlines, a *******, ****** based company, doing business in *****************, is in violation of FTC and FAA regulations by posting misleading and/or false fares on google.com/flights, e.g. **$4 ( four) dollars from *********** ( ***) to ******* (***). In fact, the actual fare on their website is **$39.23. Volaris offers **$4 monthly financed payments through a financial service known as Uplift. Financed monthly payments of **$4 is NOT equivalent to a fare **$4 . Volaris Airlines according to **** Federal law must either honor the **$4 fare that they have posted, or cease posting the misleading and false fare on google.com/flights immediately as of Jan. 10, 2023 pursuant to ************* laws and regulations.

  Business Response

  Date: 01/16/2023

  Dear **************,
  
  We are writing in reply to BBB case number 18714471. 
  
  We regret the inconveniences , in which you tell us that you were not satisfied with price cost of the flight ticket you visualized thought the website, In this regard we would like to comment that flight rates are subject to availability.
  
  We appreciate your comments, they help us to improve and provide you the quality of service that you deserve.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18714471
  
  I am rejecting this response because: The response is unsatisfactory. It is misleading and not truthful. Volaris Airline's posting and marketing tactic on google.com/flights is a "bait and switch", which violates **** Federal consumer laws. Volaris Airline's response through the BBB states that " fares change and are also subject to availability". That is common knowledge and is not the issue that I raised. On January 10, 2023, Volaris Airlines posted a **$4 fare. In fact, that is only the amount paid on a monthly basis each month, for 10 months, if the consumer uses Volaris Airlines financial agent Uplift, which finances the cost of airline tickets. It is no different than stating that the fare is only **$4 without stating or qualifying that payments are in fact **$4 per month if my ticket is financed on my ***************** ****************** credit card.

  Volaris Airlines is subject to **** Federal law when conducting business within *****************. Since Volaris Airlines is unwilling to honor the posted price or offer any compensation, I will therefore consult legal counsel to initiate a class action suit on my behalf and the behalf of all other consumers/passengers for financial damage and recovery.

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

  Business Response

  Date: 01/26/2023

  Dear **************,
  
  We would like to offer a sincere apologize for the inconveniences this may cause to you, and at the same time we confirm our prices are changing during the course of the day, as our fares are dynamic and are constantly changing price, likewise our promotional codes are constantly changing.
  
  We already send the comments that you share with us with the corresponding department and be attentive to this kind of scenarios.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18714471
  
  I am rejecting this response because:

      I have flown commercially for over forty years for both business and pleasure. I have a business background in both travel and communications, and am well acquainted

  with the fact that air fares are dynamic and are subject to change at short notice. That is common knowledge. However, if Volaris is going to advertise on google.com/flights,

  then their advertised pricing should be intantaneously synched with google.com/flights, as is the case with all the other airlines that post on there. I use have used

  google.com/flights almostsince it's inception to book ***** flights per year, and this is the first and only time that I have encountered such a discrepancy. If every other

  airline can synch their pricing changes,then Volrais should uphold the same standards, or at least honor the posted fare. It seems that it is an internal IT problem with

  Volaris. Therefore, since Volaris does not honor their posted pricing, I reject your response.

  
  Sincerely,

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

• Initial Complaint

  Date:01/08/2023

  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 made airline reservations for myself, my wife and my son for travel from *** airport to *********** on Dec 24, 2022. Flight #***. Reservation #KEFPMQ. Departure was scheduled for 9:43 am. We waited all day with no help or information from any Volaris employees. Meanwhile, we watched other airlines flights arriving and departing. At noon, we had the first bit of info as the flight was finally added to the info screens in the terminal with a departure gate assignment, but no departure time. At the gate, the first posted departure time was announced as 2pm. Then at 2:00 it was changed to 2:15, then at 2:15 it was changed to 2:30, then at 2:30 it was changed to 2:45 and so on, and so on, until we finally boarded the plane at around 6pm. The entire time, Volaris offered no help, no food, no water or even any information. This is Volaris own policy:2.2. In case of delays more than 4 hours for reasons attributable only to the airline, as well as a flight cancellation attributable exclusively, to the airline, the passenger, at its election can receive one of the following options.a) Refund the ticket price or passage ticket or the corresponding portion for the part of the flight not realized.b) Offer, with all of the manners at its reach, a substitute transportation on the flight available flight and provide, as a minimum and without charge, access to telephone calls and sending electronic mails, food in compliance with the waiting time measured until boarding another flight, accommodation at an airport hotel or of the city when overnight stay is required, and in the last case, ground transportation from and to the airport.c) Transport at a later date convenient to the same passenger to the destination for which the flight was cancelled.I would like a cash refund (not a credit) equal to the the cost of travel for the three of us per their own policy. I have tried contacting Volaris numerous times and they are not responsive.

  Business Response

  Date: 01/16/2023

  Dear ****************,
  
  We are writing in reply to BBB case number 18706833.
  
  We confirm flight Y4 580 ***-ALP last December 24th , 2022, was delayed due to weather conditions at ******* Airport, a non- attributable cause to the airline, at the same time we confirm was boarded, unfortunately the requested refund does not proceed.
  
  We regret the inconveniences of this situation; however, we confirm weather conditions or external events that prevent the flight from taking place are not attributable cause to Volaris.
  
  Booking: KEFPMQ                                                                                                         
  Route: TIJ-LAP
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18706833
  
  I am rejecting this response because:other airlines planes were taking off and landing at the scheduled time of flight 580 and throughout the 12 hours we waited in the airport. Furthermore, the weather that day was clear and sunny, your excuse of weather delays do not apply to the day of our scheduled departure.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/20/2023

  Dear ****************,
  
  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences for delayed flight, we to confirm that the affectation was due to weather conditions at ******* Airport. We understand the inconveniences of this situation, however this situation was a non-attributable cause to the airline, and unfortunately this issue cannot proceed to a refund or a compensation,  we confirm flight was boarded.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:01/07/2023

  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.

  Transaction date - 03/11/22 Amount in local currency ***** MEX Airline cancelled flight with no prior notice. Only found out when we arrived at airport. Next flight was over 12 hours and no other alternative provided.Advised we would get a full refund plus 25% extra in compensation as well as a voucher for a future flight.They said the refund would take up to 21 days.To date I have had no refund.I have sent 14 emails chasing and still nothing.Then last week I get a generic email offering me additional flight voucher in addition to my refund, which is insulting as I dont even have my refund yet and it was been over two months.I am reaching out for your support in this matter.Volaris broke the terms of sale contract by cancelling the flight and as per legislation a refund and compensation must be provided.I have attached my original reservation info, recent email I received regarding additional voucher and Volaris refund policy.The new statue was published this June 26th, 2017 in the **************** of ********** (Diario ******* de la ************** law also states that airlines should inform you about the reasons for flight delays and cancellations at least 24 hours before your departure; otherwise, the airline must compensate you according to the new law regulations.If the delay is more than four hours or cancelled and the airline must reimburse the full airfare and give customers compensation of no less than 25% of the original ticket price,

  Business Response

  Date: 01/16/2023

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

  We are writing in reply to BBB case number 18703646.

  We would like to confirm that refund of booking C81JWF is being processed through a wire transfer, 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 apologize for all the inconveniences..
  

  Sincerely,
  

  Volaris Customer Resolution

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18703646
  
  I am rejecting this response because: this has been the exact same response from Volaris since 30th November. Please see image attached. It does not take over 6 weeks to process a refund.
  They then gave a similar response on 8th January.

  Surely there has to be maximum amount of time a consumer has to wait for a refund plus the 25% compensation listed in their terms & conditions, given they broke the sales contract when they cancelled the flight with no prior warning.

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

  Business Response

  Date: 01/26/2023

  Dear ******************,
  
  We want to inform you that the requested refund of your C81JWF reservation is in process. Unfortunately, there is a delay in processing with our finance area, and the time can take ***** more business days, however,we want you to be sure that the refund plus the corresponding compensation of 25% will be transferred in the account you provided us.
  
  We appreciate your understanding and patience.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18703646
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/07/2023

  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.

  Good evening, There was a cancelled flight from ******* to ******** on Thursday, January 5, 2023 due to events happening in the state of *******. I reached out to Volaris for a refund or credit for my return flight. I have yet to hear from them via email and I was unable to get any help when I called them.

  Business Response

  Date: 01/16/2023

  Dear **********,
  
  We are writing in reply to BBB case number 18702782. 
  
  We understand that your travel plans can change unexpectedly, we would like to confirm we support you by reintegrating the total amount of booking IEF2JQ in electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in your booking, we would like to confirm that was already redeemed in booking WHE3FK. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  

• Initial Complaint

  Date:01/07/2023

  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 bought roundtrip flight tickets from Volaris from ******, ** to *********** with reservation code XHS59H. The first leg of my direct flight from ****** to *********** took place on Dec 25, 2022. I tried to check in and buy my luggage on volaris website and also through their App, but it was impossible to do it prior to my flight. I even tried to do it on the phone through an agent and she was not able to do it, apparently due to issues with their payment system. Upon arriving at the airport and trying to check in, the agent told me that he would need to charge me $15 USD per passenger (4 passengers traveling in total) for doing my check in at the counter. I explained that I could not do it before, and the agent proceeded to ask me to try it again on my phone and if it was not possible, show him the screen with the error message (no trust on the customer here!). I proceeded to try again and showed him the screen of my phone as he requested. The agent did not charge the $60USD to check in, but then proceeded to tell me that since I needed to check in 3 suitcases, that the fee at the counter was $510USD for 3 suitcases! Which, btw did not even exceed the 50 lbs limit. I told him this was outrageous as their regular check in for suitcases that do not exceed the allowed weight is $60 USD. On top of it, I also explained that he had just witnessed that I could not do my check in on line to avoid additional fees. The agent said he could not do anything (company policy) and that if I wanted the suitcases to go with me, the fee was $510USD at the counter. This is an unfair business practice putting the burden on their clients when it is their systems that make it hard or impossible to avoid extra fees at the counter. Im only seeking to be reimbursed the difference from the online luggage fee ($180 USD) vs what I was charged at the counter ($510). If you need additional info just let me know.

  Business Response

  Date: 01/16/2023

  Dear ********************,
  
  We are writing in reply to BBB case number 18701910. 
  
  We would like to confirm that booking XHS59H was acquired with Classic Fare, which includes 1 personal item and 1 standard cabin bag, the fee charge of checked baggage at airport was correct according to the acquired rate, in case passenger need to add additional baggage the corresponding fee has to be paid,
  
  In service to our clients we could support you by reintegrating the amount of this fee 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.
  *Non-Transferable.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/18/2023

   
  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,
  
  *********************************