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:12/25/2022

  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,We 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 next day (Dec 25th) at 6:52 am! We were 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 the 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 us the cancelation after 14 hours from the original flight time. We were stranded in the airport since this airline didn't care to provide us the information sooner. I need full refund to my original form of payment (credit card) due to this cancelation. This has been horrible experience with Volaris and they need to refund me for the way they treated us and didn't communicate anything until next day of the flight. Please find attached the evidence of the ticket and the time that airline provided information on cancelation through email.

  Business Response

  Date: 12/30/2022

  Dear **********************,
  
  We are writing in reply to BBB case number 18638421. 
  
  We confirm flight Y4 **** ***-PVR last December 24th, 2022, was affected due to weather conditions at ******* Airport, a non- attributable cause to the airline.
  
  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, the requested refund does not proceed.
  
  In service to our clients, we could support you by reintegrating the total amount of booking VFMFHA 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:
  
  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 ( does not apply for taxes and additional services).
  Non-Transferable
  
  Booking: VFMFHA
  Route: TIJ-PVR-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18638421
  
  I am rejecting this response because:

  Hello ******,

  
  

  Thanks for getting back to me. Today the airline also sent me an email with their offer of giving me credit on their website. I DO NOT accept their offer. Here is what I told them

  
  

  1- my family and I were stranded in the airport for more than half a day without any flight information from Volaris. Even our flight didnt show up on the monitors and we inquired from the agents multiple times to no avail. 

  2- we lost our hotel reservation due to this incident.

  
  

  I understand that the flight got canceled due to weather conditions. However the way you guys treated my family was in your control. You could have notified us of the flight cancellation much sooner so that we could come up with new arrangements for the travel. 

  
  

  Based on these I would like a full refund to my credit card and not the voucher you are offering.

  
  

  
  

  Thanks for your understanding and I look forward to hearing from you.

  
  

  Best,

  Mehdi
  

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

• Initial Complaint

  Date:12/25/2022

  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 booked a flight Dec 7 ***************, leaving from *******. I took a ride from *********** and arrived in the airport 3.5 hours early, because I was having trouble checking in online. Once I arrived to the counter to check in, I was told that I lost my flight due to that I didnt check in 3 days before. I explained to the counter lady that the website states you are able to check in between 72 hours until 1 hour before your flight. Clearly I was on time to meet the window. But the lady told me she couldnt help me with the same flight and proceeded to point away from her and said, that I needed to call customer services because she cant help me any more. She refused to share her name and also said that her supervisor wasnt available because he was also very busy. He also refused to help me, because I attempted to get the name of the girl, by taking a picture of her badge. I also tried to call customer service and they told me the only people that can help me were the people at the front in the airport. Due to this horrible inconvenience I have lost my money from my other airline, because I cant reschedule also had to pay money to additional transactions and pay money to book a hotel. I deserve compensation to the inconvenience I was a refund for all the additional expenses

  Business Response

  Date: 12/28/2022

  Dear **********************,
  
  We are writing in reply to BBB case number 18638242. 
  
  We confirm that we will be processing the refund of booking XYEN8P to the original payment method. This reimbursement will be reflected in your account in the next **** business days.
  
  Route: TIJ-PVR
  
  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:12/25/2022

  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.

  Christmas Eve celebration ruined by Volaris. Reservation for ***-********* flight operated by Frontier not found although the entire round trip ***-*********-*********** booked directly on Volaris. Customer support scant, with numerous dropped/disconnected frantic calls trying to figure out the situation at the airport because previous multiple mobile checkin attempts unsuccessful. There were at least two other people suffering the same fate. **************** said will refund the flight (no such transaction on my credit card yet), but spent $2377 to book with another airline to salvage the vacation, lost $200 from Uber and dinner reservation, and spent Xmas eve on plane instead of making new celebration memories in ******. Reservation #YHD88X

  Business Response

  Date: 12/30/2022

  Dear ********,
  
  We are writing in reply to BBB case number 18638135.
  
  We regret the inconveniences. We would like to confirm that the total refund of booking YHD88X was applied into the same form of payment we have on file last December 27th *****, you will be able to see it in your account within the next days.
  
  Booking: YHD88X
  
  Route: ***-LAS-MEX
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/25/2022

  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.

  Purchased ticket to include luggage. Paid for a luggage fees, however, luggage was not given to me upon arrival to the airport. I demand and apology and a fee refund for the lack of attention to provide me the luggage.

  Business Response

  Date: 12/30/2022

  
  Dear **********************, 
  
  We are writing in reply to BBB case number 18637939
  
  Regarding a complaint due to a delayed baggage, flight 427 ***-*** last december 24th , 2022.
  
  We would like to confirm that luggage was pick up at Tijuna Airport, 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 UYU5QP. 
  
  We apologize for all the inconveniences.
  
  Based on the above, we confirm the closure of your case.
  
  Sincerely,
  
  Volaris Customer Resolution
  

• Initial Complaint

  Date:12/24/2022

  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.

  Sat December 24 2022 Flight Y4973 ******* ***** 1:11am I purchased 3 tickets for this flight. There was an issue with the plane doors due to cold weather. They had us sitting in plane for 4 hrs trying to resolve door issue. We had to de plane. Its now 8:15 and no status updates. Service is very bad. We tried calling to customer service no. No answer and website only asks for a form submission. Wed like or talk to a representatives and had no updates. Weve seen several volaris flights leave. At the very least we should know our options. If we decide to take another flight our luggage cannot be released until we have some word. At this point Ill wait further until plane can repaired but would like a full refund of our tickets or voucher for full amount for the poor service .

  Business Response

  Date: 12/30/2022

  Dear ******************,
  
  We are writing in reply to BBB case number 18636416.
  
  We have made several attempts to contact you by phone at the number ************** and ************** with no success.
  
  We confirm flight Y4 ***************** last October 09th, 2022, was affected due to weather conditions, a non- attributable cause to the airline, we confirm flight was boarded by the clients.
  
  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, unfortunately the requested refund does not proceed.
  
  Booking: BCE48D
  Route: ***-GDL
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  

• Initial Complaint

  Date:12/22/2022

  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.

  The experience I have had with this airline has been utterly disappointing. the amount of anxiety and stress Volaris has caused me, first they sell an insurance on flights that does nothing it still charges additional fees to make any changes. Dec3 I checked on app was only able to check 1person app provided 1boarding pass. I was directed to call WhatsApp which kept rejecting it said the # was incorrect. I then call # for US I was told to use the website and had the same problem. I called the # for ********** they sent me 1 boarding pass via email I asked for the 2nd pass she said to do it online then went silent I waited for 5 minutes calling her name until she hung up on me. I then arrive to the airport4 hours early Dec 4th already anticipating issues the agent is unable to assist me she insisted I step to the side for her to assist the next guest. I ask for the manager she said system is having a glitch thats fine as long as I make the flight. I ask repeatedly I was ignored over an hour later I was giving a pass to board. Day continued to get worse. I was picked for random security check. ***** was able to explain what is going on I was told to stand off to the side then an agent comes over and starts going through all my bags. I do not speak Spanish. I asked over 5times for someone to translate or to explain to me why I was singled out and now my bags are being poured out in front of everyone. once again was ignored. At this point Im feeling targeted and discriminated against. The second the employees realized I did not speak Spanish I was dismissed and ignored At the gate no one translated anything in English so I was completely lost and almost missed boarding for a delayed flight spent an hour looking for my bags I want a full refund I dont want a credit I will never give this company my money after send 15 emails and three weeks later I finally received a call back after I threatened legal action i was offered a 50$ credit towards a flight unacceptable

  Business Response

  Date: 12/30/2022

  Dear ****************,
  
  We are writing in reply to BBB case number 18626258.
  
  We regret the inconveniences you may have experienced regarding this situation. We would like to confirm that boarding pass was provided to you directly at counters with no charges due to the system error, at the same time we confirm flight service was boarded and provided to the clients, the requested refund does not proceed.
  
  At the same time, we would like to inform you that hat the security controls are subject to airport review, this is carried out by personnel outside the airline and in a random manner.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18626258
  
  I am rejecting this response because:
  I have asked repeatedly again and again to speak to someone regarding this issue I have given multiple phone numbers to be contacted by this company calls once then hangs up or call on Christmas Eve at 8pm at night then email me saying you have tried to contact me. My flight was delayed almost two hours and I have no confirmation of that because your system was down multiple other people were having the same problem as myself with boarding passes unfortunately I was the only one who didnt speak English and happened to be African American. I have asked for a supervisor or a manager multiple times and still have not spoken to anyone. I am not accepting the credit you are offering because i would still have to give you more money and I refuse to give your company more money with the possibility of being left in another country! I want my money back you cant treat people this way! 
  Sincerely,
  
  ******************

  Business Response

  Date: 01/16/2023

  Dear ****************,
  
  We are writing in reply to BBB case number 18626258.
  
  We regret the inconveniences you may have experienced regarding this situation; however, we confirm that the security controls are subject to airport review, this is carried out by personnel outside the airline and in a random manner.

  We would like to confirm that one of our representatives contacted you last December 26th, 2022, by phone and we informed you that requested refund does not proceed due to flight service was boarded and provided to the client.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/21/2022

  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 writing to express my dissatisfaction with the way your airline handles passenger luggage. I traveled to ***********, ****** from ************, ********** on October 24, 2022 (Confirmation #GHL33E). I had a 10+ layover in ******, ******. I was supposed to carry-on my luggage and purchased an additional carry-on bag. However, when I checked into the gate I was informed that the flight was very full and was asked if I wouldnt mind checking it for free. The Volaris staff told me I would have to pick it up in ****** and then put it to be transferred to ***********. When I arrived in ****** I was informed by Volaris staff that my bag never arrived and was lost. I saw two Volaris staff members and asked them to fill out a report, but they said I would need to do this in my final destination. I needed a lot of things in that bag and had a very miserable and freezing night in the airport without my laptop or phone charger as a result.When I arrived in ***********, Volaris said it was still lost. I spent nearly an hour waiting for them to start to fill out a report. They would NOT let me keep a copy, so I insisted I would need to take a photo on my phone. The Volaris staff said they would email me when the luggage was found and I could come to the airport and pick it up. Well, I never got an email. I emailed multiple times,submitted a claim online and had the hotel call the Volaris Mexican customer service number. I arrived at the work conference without ANYTHING and had to miss the first full day of the work conference while I shopped for new clothes in a foreign country.Since then, I have emailed and called more than 20 times. I have tried communicating via whatsapp and ******** messenger and have not received ANY sort of correspondence from Volaris. I am not able to claim my insurance because of their neglect. It has caused tremendous stress and money and time.

  Business Response

  Date: 12/30/2022

  Dear ********************,
  
  We are writing in reply to BBB case number ********.
  
  We are validating the situation with the involved areas in order to provide you a resolution, we will continue to attend you shortly.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/20/2022

  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.

  Last month, I booked a flight for my father from ******************** to ***********. The flight was departing today at 6:27 am CST, and we arrived to the airport check-in desk at 5 am CST. The lady told me the flight was closed, and she told me she didn't have more flights available until January 1, 2023. However, she was assisting another customer (Caucasian guy) at the same time who was checking in a pet and a luggage. How was the other customer allowed to get a boarding pass and my dad wasn't, if the flight was really closed? After politely begging her to please allow us to get a boarding pass for 20 minutes (and explaining we were willing to leave the luggage behind), that we were flying for a family emergency for my elderly grandma, she laughed. I asked for a refund. She told me she didn't handle refunds and advised me to call the call center and left. She told me she would be back later but never came back. At 5:30 am CST, I called Volaris' call center and inquired about a refund. ********************** told me they didn't issue refunds. I told her the check-in lady had told me to call the call center. I asked him where I could file a complaint. ********************** said to go to my experience.violaris.com. I am attaching pictures of my interactions with the call center. ****** Terminal 5 also has videos of these interactions. I am asking for a refund because we politely asked the airline agent for a boarding pass and to check our luggage (while she was doing the same thing for another customer, at the same exact time) and was told the flight was "closed" while another customer who also had his luggage and pet was allowed to get a boarding pass and fly with the airline.

  Business Response

  Date: 12/27/2022

  Dear **********************,
  
  We are writing in reply to BBB case number 18616128. 
  
  We confirm that passengers must show up at the airport counters with at least 180 minutes before the flight departure. This information appears in your confirmation itinerary,  it is specified at the bottom indicating the times for the arrival at the airport, and in this case, being an international flight, an arrival time of three hours before the flight.  
  
  In service to our clients, we could support you by reintegrating the amount of booking 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: W939MV
  Route: ***-MEX
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/18/2022

  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 14th we purchased airline tickets with Volaris for a funeral in ****** with the body being transported from *******, ** to ****** on December 19th. On December 15th I contacted the ** travel agency to get an emergency appointment to renew my mothers passport, unfortunately ********** did not have any appointments available for the 15th or the 16th-including those life or death emergency appointments mentioned on their site. Unfortunately the *************** does not work on weekends. I decided to call Volaris and advice she would not be able to travel and asked for credit for her portion. This was denied via telephone and was asked to submit a ticket, I did so right away. On Sun. Dec 18th we were informed about a delay from the company transporting the body. The body will not be transported to ****** until the morning of Dec 23rd. I called Volaris asking to change the tickets to allow us to be present for the funeral that will take place dec 26th in ******-they wanted to charge $1800 on top of the $2806 we've already paid. We cannot afford the change fees but was willing to pay the fare difference. Once again they are not able to assist and asked we submit a ticket request. I did, however she stated because **************** does not respond on weekends it will look like we no showed our flight. I will be $2806 out and cannot book another airline. At this point I do not have the resources for the family to attend and will look to book one ticket with another airline for my father to attend alone. I have a death certificate and documentation of the change in the transportation manifest. I asked for credit from the airline with a valid timeframe of a year allowing me to save enough money to take the time off work and recover from the funeral expenses and that too was denied. Please help me find a resolution. This is not a pleasure trip it is for the death of an immediate member.Thank you reservation Code D79BRI

  Business Response

  Date: 12/27/2022

  Dear ********************,
  
  We are writing in reply to BBB case number 18606652. 
  
  We understand that your travel plans can change unexpectedly, we would like to confirm that for one time exception we support you by reintegrating the total amount of booking D79BRI 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 redeemed before marked date it will be lost and may not be used.
  
  Booking: D79BRI
  Route: ***-***-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 12/29/2022

   
  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:12/14/2022

  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.

  Hi, my name is ***********************. I bought a fight from ******* to *********. My reservation # is Z9SKFS. My total was $306.50, which is $6,130.00 ******* pesos. I bought a fight to ********* to attend the Bad Bunny Concert on Saturday December 3, 2022. As soon as I got to the airport, my flight was delayed. It took 2 hours for us finally board the plane. While on the plane, we took a different route, to the *****************, ******, due to the weather and not being able to arrive to *********. Volaris never gave us the option to get off the plane a take a different method of transportation to *********. Volaris also never notified us about rerouting the flight back to *******. I spoke to Volaris ***************** and they did not offer me any help or reimbursement for my fight. Volaris told me to find and pay another airline and another fight to be able to fly to *********. I am very upset with Volaris and their customer service. I got time off from work to be able to attend this event. I NEED volaris to give me a full refund for my fight expenses. I DO NOT want a voucher for this fight as I no longer need to fly to *********, and I no longer have any vacation time off due my work. And I dont plan to fly with Volaris ever again, due to their horrible service. The only reason I was flying to ********* was to attend my show. I would appreciate If Volaris can give me my FULL refund for my flight and the ticket that I paid for CBX. Thank you.

  Business Response

  Date: 12/20/2022

  Dear **********,
  
  We are writing in reply to BBB case number ********.
  
  We confirm flight Y4 512 ***-*** last December 02nd , 2022, was cancelled due to weather conditions at Monterrey Airport, a non-attributable cause to the airline.
  
  Bases on the agreement with our customer resolution representative and in good will we support you by reintegrating total amount of booking in electronic credit for future transportation with Volaris plus an additional of the 25% of the price of the booking. The details were sent and confirmed to the email address registered in booking Z9SKFS.
  
  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: Z9SKFS                                                                                                             
  Route: TIJ-MTY-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution