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:01/06/2023

  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.

  Transaction Date: Thu, Dec 22, 2022, 11:29 AM Expected Flight date : Sat, Dec 24, 2022 Reservation code: X59FRE Passengers: ***************************/************************************ Name: VOLARIS VENTA WEB USD Transaction Amount: $835.60 My daughter and I expected to fly from ************ to ****** ** We arrived at the Chihuahua airport 5 hours before. Volaris asked for a Permit that to enter the country of MX although I was flying out. Made me wait in line for 3 hours to obtain this permit. Made it too late to check my paid bag in. Then said I was checked in and my 13 year old daughter was not and could not although the rep on the phone the night before assured me it was completed by him. It was to late to check her in and I could not leave my minor in ****** alone therefore I could not fly. The customer service woman at the counter took pictures of herself while over 50 customers waited for assistance I have picture proving this and it is absolutely a lack of professionalism. I asked for a refund and the reps laughed and said they could not give one. I mentioned filing a complain to which they responded " You can do whatever you want we can help you"

  Business Response

  Date: 01/13/2023

  Dear ******************, 

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

  Volaris Customer Resolution

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18698711
  
  I am rejecting this response because:A representative did call but said they were just able to resolve anything at this time and I have yet to receive a follow up call or refund.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/20/2023

  Dear ******************,
  
  We are writing in reply to BBB case number 18698711.
  
  We confirm that based on the agreement with our representative we support you by reintegrating total amount of booking X59FRE 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: X59FRE
  
  Route: CUU-DEN
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

• Initial Complaint

  Date:01/04/2023

  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 round fare for 5 people from ******* to *********, the confirmation is AIW7TR. When my sister wanted to join our trip, she tried booking and ******'s website kept flipping the cities as leaving from ********* to ******* until she finally got the results she wanted, when she mentioned this to me, I pulled my reservation to make sure everything was OK and that is when I noticed that the reservations were incorrect. I called Volaris and spent 4 hours on the phone and online trying to resolve and they were not able to fix my flight and denied any refund/cancelation. I booked new fights SJ63FE for 12/24 and the flight was cancelled, the person in the counter gave us 3 options, to move us to the 6 pm flight but they did not guarantee that flight would go out and we live an hour away from that airport and I traveled with 2 children and a senior, the 2nd option was a full refund to the credit card I purchased; I opted for that option but they refused to give me a refund in 5 days and just wrote the customer service phone on a piece of paper. Volaris sent an email with a compensation of $2000 mxn that is about $100. That is not a refund or enough compensation for 5 people, the time and money and stress this company has brought is not enough. It's 11 days now and there is not refund, I try calling and they keep hanging up on me. I decided to make the flight for AIW7TR (******* to *********) and purchased a return LH1I8H. I would like a full refund and better compensation for flight SJ63FE, half of refund for AIW7TR. Volaris takes advantage of the big population of people from ********* in **, they are the only constant airlines that fly to ********* directly. This was the first time my family was able to go to ****** for the holidays because of conflicting vacation schedule and immigration issues, it was supposed to be special not this stressful. We lost our vacation days due to the work policy and school schedule.

  Business Response

  Date: 01/12/2023

  Dear ***********************,
  
  We are writing in reply to BBB case number 18683540. 
  
  We confirm that we will be processing the refund of booking SJ63FE to the original payment method. This reimbursement will be reflected in your account in the next **** business days.
  
  Route: ***-***-***
  
  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

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18683540
  
  I am rejecting this response because they did not reply with a better compensation for each traveler (5), we wasted time at the airport and vacation time that can't get reschedule, this is not counting the disappointment of not being able to spend the holidays with family for the first time in 18 years. 

  I finally spoke with someone at Volaris on 01/10/23 and he said that the refund takes up to 21 days from that date and not the 5 days as mentioned by the counter attendant at the airport. 

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

  Business Response

  Date: 01/20/2023

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

  We confirm your reimbursement still in process, we are working with or accountable area for the corresponding process, it has already been requested to expedite it so it can be reflected in your account in the shortest possible time.

  We regret the inconveniences.
  

  Sincerely,

  Volaris Customer Resolution

• Initial Complaint

  Date:01/04/2023

  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 booked for 12/25 from *** to SAC airports . The flight was cancelled due to weather conditions and I agreed to get on a flight on 12/29 instead . I had bought 3 bottles of tequila at the duty free store in the airport after TSA with the intention of bringing in the cabin. When my flight was rescheduled ,the Volaris representative herself told me that I could bring the bottles back with me on the new flight date without a problem as long as I had the receipt with me and the sealed bag they came in . The day of my new flight TSA denied the entrance of the tequila bottles claiming it had been over 24 hours since I purchased them , which is correct but I had been told by Volaris it would be allowed as long as I had the receipt which I did . TSA suggested I go talk to volars and see if theyll let me check the bottles in since theyre the ones who advised me ( incorrectly ) that I would be able to bring them back in . When I spoke to a Volaris Supervisor she said She could not help resolve this issue even though it was her employee who provided wrong information . She insisted I pay the full price of a checked luggage in order to bring in the bottles - or I discard them at the airport . The bottles had a value of $300 dollars total . I asked if they could provide complimentary checking in of the bottles to rectify the mistake of giving false information and causing the inconvenience of not being allowed through TSA. Volaris refused to let me check the bottles in or even apologize for providing wrong information . I did not have the additional funds to pay for a checked luggage and if I had been told that the bottles wouldnt be allowed , I wouldve returned them to the store that same night I got them before it was too late . I had to throw the bottles in the trash and I am asking for compensation for those $300 dollars I lost as result of the misinformation provided by Volaris . Confirmation code is KCKCRW. Thank you !

  Business Response

  Date: 01/12/2023

  Dear *******************,
  
  We are writing in reply to BBB case number 18682765.
  
  The ************************************** (TSA) screens all passengers and airline baggage before boarding a commercial aircraft.
  
  When traveling with any liquid, there are some guidelines to follow. By official provision and airport policies, there are merchandise and articles that are prohibited from being transported by air or introduced when passing through security filters or airport checkpoints.
  
  We would like to confirm that, in accordance with airport and TSA policies, in most cases, only beverages and toiletries purchased inside the airport beyond the security checkpoints are allowed on board the aircraft. 
  
  It is not possible to make a refund for the claimed articles, however, in good will we offer you an electronic credit for future transportation with Volaris for the claimed amount of $300.00 USD, in case you decide to accept our resolution 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.
  
  Thanks for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

• Initial Complaint

  Date:01/03/2023

  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.

  Booked a flight for two on Volaris Airlines on 12/02/22, reservation code WFFNYD. Departure from TJD to ********* on 12/25/22. Volaris emailed me confirmation and an itinerary with instructions to arrive at the ********* *** airport terminal at 6:55am on 12/25/22. We arrived at 5:45am; checked-in at the Volaris counter of the US ************; given boarding passes doubling as *** tickets; and instructed to drop off our bags at the Volaris counter inside TJD. Once inside, we stood in a 4 hour line to drop off our luggage and were told our flight was delayed until 7pm without explanation. Inside TJD's gate terminals, boards listed every Volaris flight as delayed, regardless of destination. Thousands of Volaris passengers stranded for up to 3 days were left sleeping on the floor and the airline refused to supply food or water. Yet they continued to sell tickets for the same flights on following days as the airport became dangerously crowded. There were almost no Volaris employees on site and no way to contact customer service for help. After being at the airport for 12 hours we found a Volaris employee who assured us that our flight, Y540, while delayed would leave on 12/25. With no other choice we found a place to lay down and wait for our gate to be called. It wasn't until 8:30am on Dec 26th that we found out our flight had been cancelled on the 25th. Volaris didn't contact us, help us rebook, and didn't even know where our luggage was. We exited the ************ to ******** side of the airport and rebooked our own flight, the Volaris agent assured us that our luggage would arrive on the rebooked flight. When we arrived at ***************** our luggage was not there. Volaris staff refused to tell us where our luggage was or to deliver it once it did arrive. Instead, even though our destination was just under two hours away from the airport, Volaris staff made us drive back twice to retrieve our luggage, which cost us over $200. Volaris is now refusing to refund us.

  Business Response

  Date: 01/12/2023

  Dear ****************,
  
  We are writing in reply to BBB case number 18680423.
  
  We regret the inconveniences; we would like to confirm we are validating your case to provide the corresponding resolution to this situation.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:01/03/2023

  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.

  After a flight back to ******* from ******* on Volaris Airline (Y4 880), I received my luggage from the baggage claim and found that the fourth wheel was completely missing and the bottom of my luggage had been cracked open and was exposed. I also filed a complaint at ************** through the Volaris desk and did not receive any follow up. I contacted Volaris through email 12/27 and additionally on 12/31 and did not receive a response for either but my account online says resolved. I am looking for compensation as these were brand new luggage and are no longer usable due to the damage.

  Business Response

  Date: 01/12/2023

  Dear ********************,
  
  We are writing in reply to BBB case number 18680026. 
  
  Regarding a complaint due to a damaged baggage, flight 880 ***-*** last december 27th , 2022.
  
  We would like to confirm that 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 PGQTGK. 
  
  We apologize for all the inconveniences.
  
  Based on the above, we confirm the closure of your case.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:01/03/2023

  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 November 8, 2022, I flew on Volaris flight Y4951 from ******, ********** to ***********, ******. I was traveling to my mother-in-law's funeral in ******, ******. My trip was to last four days. When I arrived to ***********, my checked luggage did not arrive. I was assured it would likely come in the next flight or for sure the next morning. I was told I would receive a call when my luggage arrived or that I could call and ask myself. 24hrs went by and there was no call received, nor did my phone calls get through to the number given. 48 hrs went by and the customer service representatives that finally got on the phone (through a different number, not the one provided) told me all I could do was file a missing luggage report. I had valuable sentimental items that I was supposed to take to my mother-in-laws resting place and did not. I had family members go to the *********** on Day 3 to inquire and no one knew where my luggage was. The night of Day 4, the last night I was to stay in ******, I received a call telling me my luggage had arrived from ******* ****** to ***********. My family had to travel back to the ***********, pay all the parking fees again, and ask again to get the luggage. I arrived at *********** on the morning of Day 4 to finally see my lost luggage on the last day of my stay in ******. When I arrived at the airport, I was told my bag was not checked and that if I wanted to take it back home, I would need to pay $150 dollars. I was shocked it wasn't included when I specifically had paid for it during my reservation. Worse, I was very upset that after all the trouble of me getting my luggage, Volaris losing it for three whole days, there was no culpability or consideration given my lost baggage and I was still charged the full airport amount to check my baggage. I expect a credit of at least $3,000 for the insane inconvenience on me and my family. It was a horrible unforgettable experience during a difficult very sad time for my family.

  Business Response

  Date: 01/12/2023

  Dear *********************,
  
  We are writing in reply to BBB case number 18677938. 
  
  Regarding a complaint due to a delayed baggage, flight 951 FAT-GDL last November 08th , 2022.
  
  We would like to confirm that luggage was delivered to the passenger at *******************, 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 TG58KN. 
  
  We apologize for all the inconveniences.
  
  Based on the above, we confirm the closure of your case.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:01/03/2023

  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 flight tickets on November 15, 2022 for my husband, *******************************, and I to fly on the 30th of December from ******* airport. Unfortunately, we tested positive with Covid around December 26th. We called the airline a dozen times and more and we used their What's App as they suggested, but we did not get a hold of anyone that could support us. My niece flew on the 30th with the same airlines, informed the agents of our situation, and requested information. She was told that we had to go in-person to fix it. So, we eve drove to the border (on the US side and with Covid) to speak to a representative, but we were told that the What's App number was the only way to get help. We continued for several days to get a hold of them, but nothing. (I do have all my messages and their messages that they would respond.) To this day, January 2, 2023, we have not heard from anyone. We spent around $793.72 dollars and we were wanting to see what we could do to postpone, or re-schedule since we were quarantined due to severe Covid symptoms. Please help us since this company has already made so many co-citizens suffer by not having any appropriate lines of communication to be helped.

  Business Response

  Date: 01/06/2023

  Dear Mr. ****************** are writing in reply to BBB case number 18674264. 
  
  We understand that your travel plans can change unexpectedly, based on the agreement with our representative we would like to confirm we support you by reintegrating the total amount of booking A77W3F, BGJQPX and O8QGJF in electronic credit for future transportation with Volaris. 
  
  The electronic credit information is sent to the email address registered in your booking. 
  
  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.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  

• Initial Complaint

  Date:01/02/2023

  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 want my refund because Volaris failed to email me about the problem of not having enough personnel that day in *******. They delayed the flight 2 hours at first then another 2 then completely gave our terminal to another incoming/outgoing volaris flight. Then they showed flight canceled on the app. They told me to file a refund through miexperiencia.volaris.com I did and they sent me the and electronic credit vouchers that expire in 90 days.I dont want an electronic refund.Im planning on legal litigation for all this. Someone told me to try through this first. They blamed it on bad flight conditions that day but many flights came in and out of that airport and other airport I was supposed to land in.

  Business Response

  Date: 01/06/2023

  Dear *************,
  
  We are writing in reply to BBB case number 18672789.
  
  We confirm flight Y4 842 ***-*** last December 25th , 2022, was cancelled due to weather conditions at ******* Airport, a non- attributable cause to the airline; however,  in service and in goodwill we could support you by reintegrating the total amount of booking in electronic credit for future transportation with Volaris.
  
  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: BEWFPA                                                                                             
  Route: ***-CLQ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:01/01/2023

  Type:Billing 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.

  Back in August 13th. I bought a plane ticket for my husband to ******. When my husband got to the **** ** airport. He was charged $185. For special needs. My husband had no special needs. My husband is return home on January 3rd and they making pay another $185 or won't let him come home. When I paid for the tickets. There was nothing on special needs which we never ask for.Just because they are in ******. Doesn't mean they can fraud people.

  Business Response

  Date: 01/10/2023

  Dear Ms. *********************** are writing in reply to BBB case number 18669732.
  
  We regret the inconveniences. We confirm baggage fee was charged correctly according to the basic fare acquired in your booking and the corresponding boarding pass was printed directly at airport. However, after this payment we received a Chargeback petition for the paid amount at airport and the charge was charged again in order to cover the corresponding fees .
  
  After a validation with our revenue assurance area we were informed charged back petition came out in Volaris favor, we will processing the corresponding refund of $ ****** USD into the same form of payment in booking W87JSI and you will be able to see it in the account during the next **** working days.
  
  Thank you for your understanding.
  
  Volaris Customer Resolution 

• Initial Complaint

  Date:12/31/2022

  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 purchased a flight with Volaris for December 28, 2022 with confirmation number S7DBUL for a total of $609.94. This flight included myself, my wife, and pet on board as well. We spoke to Volaris prior to boarding date what paperwork was required for our dog to fly on board and they requested a health certificate and up to date rabies vaccine record. We brought this the day of the flight, but the Volaris agent at the front desk stated that more paperwork was required; however, this was not told to us when we called. We were not able to fly that day, and missed our holiday trip with family. We were told to submit a claim with Volaris which I did the same night at 11:30pm PST. The claim number is #*******. I have not heard back from Volaris, and would like a response and action taken to correct this situation. If not a refund, I would like travel credit given for a future date. I hope to hear a response. Thank you.

  Business Response

  Date: 01/06/2023

  Dear **************,
  
  We are writing in reply to BBB case number 18667106
  
  We would like to confirm that passengers did not present the necessary and correct documents to travel with your pet, in this regard we let you know passenger has the responsibility and obligation to provide the necessary documents that in accordance with the applicable laws are necessary.
  
  Based on our agreement and in service to our clients we support you by reintegrating the total amount of booking in electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in your booking S7DBUL.
  
  Booking: S7DBUL
  Route: ONT-GDL
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution