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:12/31/2022

  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 am contacting you to attempt to resolve a situation amicably, before escalating to a lawsuit. My name is ******************************* *********************** and my fiance and I had a scheduled vacation from 12/28/2022 to 01/02/2023. Our itinerary was as follows:Booking No. LGLYPK Volaris Y4 **** - ******* to ****** Leave 6:39 am, Arrive 12:20 pm Volaris Y4 **** - ****** to ****** Leave 1:21 pm, Arrive 2:57 pm Volaris Y4 **** - ****** to ******* Due to your overbooking of our flight, we faced significant delays, which ultimately caused us to miss our connecting flight in ******. We were provided with two options, but neither was guaranteed. We requested a refund, but even after speaking with Volaris staff, calling your customer service number ************** eight times, and filing a refund request on your website, we were rejected. Total refund we are requesting is $16,369MXN.We believe that we have been treated unfairly and we would like to resolve this matter amicably. I am amenable to discussing mediation. You may contact me at ****************** if you would like to discuss this matter further. Otherwise, I intend to file a lawsuit by January 13, 2023.Thank you for taking the time to consider my request and I look forward to discussing a resolution.Sincerely,*****************************

  Business Response

  Date: 01/04/2023

  Dear *******************
  
  We are writing in reply to BBB case number 18667256. 
  
  We confirm that we will be processing the refund of booking LGLYPK to the original payment method. This reimbursement will be reflected in your account in the next **** business days.
  
  Route: TIJ-OAX-MID-TIJ
  
  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:12/30/2022

  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 a ticket to travel ***-MEX with a stop in ***. date Nov/13/22 reservation code SJ9IRE. The first portion of the flight was operated by Delta with no problem. The second portion was operated by Volaris, but once I landed in CUN I found out that my ticket was oversold together with other 20 people. We had to spend the night in CUN in a cheap hotel with no air conditioner provided by Volaris. The airline promised me that they would compensate me for the inconvenience of the involuntary bumping, since they made me miss a very important business meeting that I had in MEX on Nov/14/22 at 9:00 am. They never sent my compensation. I'm demanding through BBB that Volaris comply with the *** rules and send my 400% compensation of my one-way fare, since I got to my destination more than 13 hours later in the substitute flight that Volaris provided.

  Business Response

  Date: 01/06/2023

  
  Dear ***************, 
  
  We are writing in reply to BBB  case number 18661499. 
  
  We regret the inconveniences, and we confirm due to an overbooking in flight Y4 241 ***-*** last November 13th *****, an itinerary change was applied to travel in November 14th, 2022 ***-MEX, we confirm flight was boarded. At the same time, we confirm that Volaris provide hotel accommodation , in this case the requested refund or some other compensation does not apply, however in service to our clients we support you with an electronic credit for future transportation with Volaris. The credit details were sent to email address registered in booking SJ9IRE. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/10/2023

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

• Initial Complaint

  Date:12/29/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December I had to cancel my flight due to an illness. I provided the adequate documentation from my doctor and the hospital to Volaris. The Volaris costumer service said that they would provide me with the money from my canceled flight $847.57 USD as flight credit. The issue is that when I tried to use the electric credit the credit only covers about 30% of the total flight. It does not allow me to use the full credit. I just think that this is unfair, and kind of fraud because they are offering me credit but at the end they do not let me use the full amount offered. Overall, I just want to be able to purchase a flight with my credit. Or I would just want people to know about this airline so this does not happen to them.

  Business Response

  Date: 01/06/2023

  Dear **************,
  
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that corresponding terms and conditions regarding the electronic credit were share with you before issued the credit,and this was accepted by the client. We confirm that at the time of redemption,a balance is taken to cover only the base rate of the new plane ticket, does not apply for taxes and additional services.
  
  Electronic credit was redeemed in booking GEJP2N, available to travel in next March 2023, route FAT-GDL-FAT.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18659683
  
  I am rejecting this response because: I was offered an electric credit, by Volaris. Their electric credit is a scam.  I was not allowed to use the full electric credit. I lost about 700$. It has been brought to my attention that they have done this with multiple people. I do not want them to keep doing this to other individuals 
  
  Sincerely,
  
  ******************************************

  Business Response

  Date: 01/16/2023

  Dear *******************************,
  
  We are writing in reply to BBB case number 18659683.
  
  We would like to confirm that for one time exception and in service to our clients we have issued a new electronic credit for the remaining amount, the electronic credit details were sent to the email address registered in booking A72WXI.

  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 July 15th , 2023.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 01/22/2023

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

• Initial Complaint

  Date:12/29/2022

  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 November 4, 2022 my flight from *********** to ******* was cancelled. An employee told ** there was nothing she could do, and for us to contact Volaris for a refund. She advised us to book travel home with a competitor airline, if we wanted to get home. We proceeded to book with a different airline, and once we got home we contacted Volaris right away. According to their policy we are eligible for a refund on the flight not flown due to cancellation. I have been going back-and-forth with Volaris ever since the cancellation with no solution. They have been giving me the run around. Ive been compliant with the paperwork theyve asked for. I went to my bank twice for a letter in order to prove I was the owner of my bank account.. we financed the trip with Uplift (a financing company they advertise on their website). When I asked to refund the card on file (which belongs to uplift) they told me no. I am only asking for what is fair, . They are not abiding by their policy.

  Business Response

  Date: 01/06/2023

  Dear ********************, 
  
  We are writing in reply to BBB case number 18654304. 
  
  We confirm that we will be processing the refund of flight ***-*** from booking RH89RX trough a wire transfer. This reimbursement will be reflected in your account in the next **** business days.
  
  Route: MEX-***
  
  Thank you for your understanding. 
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/28/2022

  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.

  ******* lost her bag/luggage on a flight from *********** to ************, **********. It was worth at least $1500.00 with new clothes, perfume and cosmetics.

  Business Response

  Date: 01/06/2023

  Dear ******************, 
  
  We are writing in reply to BBB case number 18653383.
  
  We regret the inconveniences regarding the delayed and pilferage in your baggage, flight 901/4051 ***-***-*** last December 22nd , 2022, reservation code J8QWYF.
  Based on the agreement with our representative, we support you with a compensation in electronic credit for future transportation with Volaris, the details were sent to the email address registered in booking.
  
  Based on the above, we confirm the closure of your case.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/28/2022

  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.

  On oct 31 we went from ******* to ****** to ********* to *********** as We try to check with the machine only took three tickets then had to go back they charged my husband because they ticket as flying many times you charged me for Luggage and I paid for Them online ridiculous then no one stamp Are passports so The charged us again in ****** said we dont oay this amount would we get in trouble as I understand the rules and Regulations but your employer should tell you we are flying with young kids and there was no courtesy of being quiet for them to sleep they keep talking so loud asked for them to speak Quieter everything little thing you charged I will never fly with you guys again customer service should be the number one think and I see agin very upset with you guys

  Business Response

  Date: 01/06/2023

  Dear ****************,
  
  We are writing in reply to BBB case number 18651740.
  
  We confirm that based in our system you reservation EGYWQK was acquired with the Basic Fare, we confirm that the baggage allowance for international flights in basic fare only includes a personal item, client acquired the documented baggage last October 27th, 2022 only for the flight TIJ-CUN-SAL, the fee charges of luggage for returning flight was correct according to the acquired rate, in case passenger need to add additional carry-on, a checked baggage or If the baggage exceeds the maximum allowance, the corresponding fee has to be paid.
  
  We regret the inconveniences in which you tell us that you received a bad attitude service from our staff, due to this situation and based on the agreement with our representative we issued an electronic credit for future transportation with Volaris, the details were sent to email address registered in booking EGYWQK.
  
  We appreciate your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  

• Initial Complaint

  Date:12/28/2022

  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 booked a flight with Volaris Airlines (reservation NDUN4Q/Y4) flights 871/870 for December 25, 2022 at 1:24pm. Upon showing at 11:00am two hours before as it is recommended to the ****** Border Express Airport, I was initially told that due to over booking there were no seat available and that I will be placed on the next flight at 3:40pm. None of these flights were on the system. Upon arrival to obtain my boarding pass, I was placed on line with more than 500+ whose flights were canceled. I waited 8 hours for Volaris to give me a flight to which at 6:45pm I was informed by one Volaris agent that there were no flights scheduled for the day. The Volaris agent "****" just suggested that I call the following day to file a claim for my reimbursement. When I called, their agent make me feel that it was my fault. He said that without proof I would not get reimbursed. My family and I were supposed to go to ********, ******** on a vacation on Monday, Dec. *****. Because I had to canceled the hotel because Volaris didn't have any flights to ***********, the hotel charted me a cancelation fee. Volaris refuses to give me a full refund and compensation for the troubles the airline has caused me by ruining my vacation. They gave me a credit for my lost flight, but I want a full reimbursement and compensation for the hotel reservation I lost. There were families with children sleeping on the floor and elderly that didn't know what to do or how to file a claim. Volaris should take full responsibility for the inconvenience they caused. I have pictures as evidence and the paper slips the agents provided me. This is a video ****************************

  Business Response

  Date: 01/06/2023

  Dear ********************, 
  
  We are writing in reply to BBB case number 18650902. 
  
  We would like to confirm that based on the agreement we support you by reintegrating total amount of booking NDUN4Q inelectronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in booking. 
  
  Route: TIJ-MEX
  Booking: NDUN4Q
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 
  

  Customer Answer

  Date: 01/09/2023

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

• Initial Complaint

  Date:12/28/2022

  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.

  The transaction was made on 11/12/2022 for $1289.87 dollars, but the airline charged in pesos. The business failed to provide us with a flight back home on time on 12/25/2022. They failed to provide us with food, transportation, and somewhere to stay during the delay. The delay was more than 4 hours. They canceled our flight without notification ahead of time until we got to the airport and we were informed it was due to "weather conditions." We had to purchase a new flight with another airline because there was no guarantee they will give us a flight with Volaris and we had things scheduled in ** for our return back. We had to pay an additional parking fee at the *** in *********, ** because our parking reservation expired. We have called Volaris multiple times to resolve the problem and get our money back for the inconvenience, but no answer or resolution to the problem. We just want our money back for the three flights from *****, ****** to ******* ****** because the airline failed to provide adequate service. The reservation Code is : G7V13S

  Business Response

  Date: 01/03/2023

  Dear ******************,
  
  We are writing in reply to BBB case number 18641942.
  
  We confirm flight Y4 389 ***-*** 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 issued electronic credits for future transportation with Volaris,  the details were sent and confirmed to the email address registered in booking G7V13S.
  
  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: G7V13S                                                                                                 
  Route: ***-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/05/2023

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

• Initial Complaint

  Date:12/28/2022

  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.

  Hi, My trip with Volaris on Dec 25, 2022 6:59 PM (attached intinirary) was canceled for two consecutive nights (see cancelation notices) and imposed the below listed expenses. Volaris must compensate me for the full amount of imposed expenses listed below. Canceled Trip Information:Original ticket time/date (file name: original_Itin.pdf): Flight # Y4476 from ******* (***) to ****** (CJS) on Sunday Dec 25, 2022, 6:59 PM First cancelation notice (file name: CancelNoticeDec252022.pdf): Sun, Dec 25, 2022, at 8:20 PM Second cancelation notice (file name: CancelNoticeDec262022.pdf): Mon, Dec 26, 2022, at 1:01 PM Delayed Trip Expense Summary: Rental Car: ***** ********** ****** ******** ****** USD Food: ****** USD Transportation (Uber/Lyft): ***** USD Wage loss: 600 USD (my personal daily wage)otook full day off from work to drive all day on Dec 26, 2022, to get back home Total: ******* USD Thank you,*****

  Business Response

  Date: 01/03/2023

  ear Mr. ***********************,
  
  We are writing in reply to BBB case number 18650653/18650703/18650854.
  
  We would regret the inconveniences. We would like to confirm that flight Y4 476 last December 25th was cancelled due to weather conditions at ******* Airport, next available flight Y4 476 was provided to travel in December 26th, 2022, unfortunately this one was also cancelled and according to our guarantee client chose the option of getting an electronic credit for the total amount of your booking and additional 25% for future transportation with Volaris.
  
  For one time exception we will proceed with the corresponding refund of booking to the original form of payment, and you will receive the reimbursement during the next **** business days. The requested refund for additional expenses does not proceed.
  
  In the event of cancellation of flights (due to causes attributable to the airline), the provisions of the applicable legislation in the country of the flight of origin operating the segment in question will apply. In service to our clients and in goodwill, we could support you by issuing a compensation of the 25% of the price of the ticket in electronic credit for future transportation with Volaris, in case that you consider accepting our proposal, the electronic credit would have the following characteristics:
  
  *90 days to book (You can travel on the date and destination you prefer, as long as the flight is published).
  *Applies only for base fare.
  *Non-Transferable.
  
  Booking: C54S5L
  Route: TIJ-CJS
  
  Thank you for your understanding
  
  Sincerely,
  
  Volaris Customer Resolution
  

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18650854
  
  I am rejecting this response because:

  Can you please confirm  if the voucher is a one-time use only or it can be used in multiple bookings as long as funding is available in it? For instance, if 50 USD of the voucher is used for one booking, will the remaining amount be still available to me for use in future bookings? 
  
  Sincerely,
  
  *********************** ********

  Business Response

  Date: 01/18/2023

  Dear Mr. Kasaee ********,
   
  We confirm that an electronic credit  (the total amount of your purchase of booking C54S5L and additional 25% for future purchases) was partialliy redeemed in booking IEQBTQ, available to travel in next February 09th, 2023 in route MEX-PXM.
   
  In your electronic credit there is a remaining balance of $ ****** MXN, and this can be used for future purchases until the amount available is finished, subject to it being utilized within the deadline to reserve, in this case next June 24th, 2023. 
   
  Thank you for your understanding.
   
  Sincerely, 
  
  Volaris Customer Resolution 
   

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18650854
  
  I am rejecting this response because:

  Volaris did not address this issue and even broke its initial promise. They initially offered to refund the full amount plus the 125 % credits to compensate a small portion of of my 900 USD loss because of their trip cancelation. They emailed back to me last week and said we no longer offer you a refund. This behavior with your old customers is extremely inappropriate. I already filed a complaint through the ******************************* and will consider other legal pipelines (e.g. small claims court) to get Volaris responsible for their misconduct. 
  
  Sincerely,
  
  *********************** ********

• Initial Complaint

  Date:12/28/2022

  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.

  Hello, I had a flight with Volaris **** on Dec 24 to *************** at 4:30 pm. The flight was delayed and then eventually canceled. The airline didn't communicate the flight cancelation until the next day (Dec 25th) at 6:52 AM! I was at the airport during the whole night to get informed through email that the airline has canceled the flight the next day. The Volaris app never worked and didn't provide an updated timeline. There was no way to figure out the flight status as there was no update from the airline. This is not acceptable that the flight informs me of the cancelation after 14 hours from the original flight time. I was stranded in the airport since this airline didn't care to provide me with the information sooner. I need a full refund to my original form of payment (credit card) due to this cancelation. This has been a horrible experience with Volaris and they need to refund me for the way they treated us and didn't communicate anything until the next day of the flight. Please find attached the evidence of the ticket and the time that the airline provided information on cancelation through email.My flight was Y4 **** from *** to PVR from reservation ZGI2VA Thank you ******

  Business Response

  Date: 01/04/2023

  Dear *******************
  
  We are writing in reply to BBB case number 18650429. 
  
  We confirm flight **** ***-PVR last December 24th , 2022, was cancelled due to weather conditions at *******, a non- attributable cause to the airline, however in service to our clients we could support you by reintegrating the total amount of booking ZGI2VA in electronic credit for future transportation with Volaris, in case that you consider to accept our proposal, the electronic credit would have the following characteristics:
  
  *180 days to book (You can travel on the date and destination you prefer, as long as the flight is published).
  *Applies for total fare ( base fare, taxes and additional services)
  *Non-Transferable
  
  Booking: ZGI2VA
  Route: TIJ-PVR-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution