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:12/14/2022

  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 have been requesting a refund for being denied boarding on a Volaris flight that had been overbooked. The reservation code is C88JJS.The flight was scheduled for 11/117 and even though I arrived at the *** airport with plenty of time, my flight was overbooked and I was one of only 2 passengers denied boarding. There was no ask for volunteers - we were the 2 youngest passengers and clearly Volaris thought the easiest marks. The Volaris employees at the airport counter tried to rebook me for the soonest flight, early Saturday morning, but I did not want to be rebooked and to miss 1 full day of my vacation, so I found a new flight with a different airline and asked the employees for a refund instead. They told me I had to call customer service, which I did, and customer service then told me to submit an online request. There is a note under my confirmation that the employees wrote for me stating "involuntarily denied boarding". I submitted a request with customer service on 11/18 which has ticket #*******. I also followed up with customer service to check on the status of my online request, but they said I "had to wait 72 hours". This airline is a complete scam as they have NEVER responded and I want compensation for my flight and the connecting flight that I missed because of it, along with at least 25% compensation as stated on the Volaris website and the attached compensation policy pdf. I want to make it clear I never intended on taking the flight on 11/19 that I was rebooked for.I sent this request for a full refund plus 25% compensation on November 18 at 4:59 pm and followed up with a phone call last week, but Volaris is completely ignoring me. My flight was $396.56 - Per Volaris's own website, I am owed $495.70. I want this amount refunded to me immediately.

  Business Response

  Date: 12/22/2022

  Dear ******************, 
  
  We are writing in reply to BBB case number 18575508. 
  
  We regret the inconveniences for this flight affectation, we would like to confirm it was an operational move with no intentions to bother you. Due to this situation, we will proceed with the corresponding total refund of booking C88JJS trough a wire transfer.
  
  Once that we receive your information, we begin the refund process.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

• 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.

  I bought a ticket from volaris from ************* layover in ********* final destination ***********. My first flight is being operated by frontier airlines from ************* to ********* and then I get a flight operated by volaris from ********* to ***********. When I purchased my flight, it included one personal bag, one carry-on, and one check in bag for both passengers when I go to check on my account my flight information, it tells me that my flight only includes one personal and one carry-on so I have to message volaris through messenger because they have no phone numbers. I cant speak with nobody over the phone. I have been messaging them for two days and yet still cannot find no resolution to my problem. Now I am chatting with frontier airlines and they cant find my flight at all that I purchased through volaris, but operated by frontier. volaris did not give me a confirmation for my flight on frontier which I need to be able to check in online. The email that I got after I paid for my tickets says one thing about my luggage when I login for my trip on their website, it says another thing, and now Im afraid to fly because I have no idea when I get to the airport if Im gonna be allowed my checked in bag or not but my reservation says thats what I have. Thats what I paid for. Thats what was included with my purchase and now after I purchased it, and after I was paid for it now volaris has a different rule or policy. I was messaging Pilates back and forth for over 24 hours to try and resolve this problem.

  Business Response

  Date: 12/22/2022

  Dear ************,
  
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that according to itinerary confirmation the corresponding documented luggage was added in your boking U6KQ6L with no charges.
  After validating flight last December 21st, 2022,were boarded by the passengers.
  
  Booking: U6KQ6L
  ***-LAS-MEX
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• 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.

  I purchased a flight with Volaris ***-ATL for 11/29/22 reservation code E8ZS8S. I purchased my ticket in their website. I learned later on that my flight was a code share flight with Frontier with a stop in SAT. A couple of days before my flight I opened my email and found a notification from Frontier saying that my flight was cancelled. I contacted Frontier and they confirmed that my flight was cancelled since Volaris didn't pay them their portion of the flight. I contacted Volaris and they insisted that my flight was OK. I contacted Frontier again and they insisted that my flight was cancelled. I contacted Volaris again and told them the situation that Frontier told me and asked them to pay and to make them to confirm that my flight was Ok. I told Volaris that I could not fly if they were planning to leave me in SAT with no flight and no support at all. Volaris said that they would cancel my flight and leave my reservation open, but I had to pay a difference in the fare. Since Volaris is an airline with huge fame of oversold seats and cancellations I didn't want to fight with them and bought a last-minute ticket with Delta that I'm intending that Volaris pays back to me, since they didn't pay Frontier their portion. I bought my ticket with Volaris, no with Frontier. Their internal deals are not my responsibility. Also, I don't trust Volaris since on my way to MX City via ****** reservation SJ9IRE (Nov/13/22) they oversold my and other 20 people's ticket making me miss and important meeting. Volaris sent all of us like sardines in a single van to a cheap hotel. One passenger told us that he was Omicron positive and Volaris refused to change his flight and let him fly but his ticket was oversold., that's why he was with us in the van ******* I was wearing mask, a week later I resulted ******* positive. I spent 7 days locked in a hotel room, far away from home and spent a lot of money in doctors and medicine. So, I demand Volaris to pay $1,204.15 of my Delta ticket.

  Business Response

  Date: 12/23/2022

  Dear *******************************,
  
  We are writing in reply to BBB case number 18573323.
  
  We would like to confirm that we are reviewing your case in order to provide you a final resolution, we will contact you within the next days.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18573323
  
  I am rejecting this response because: Volaris has contacted me twice wit no solution.  They cancelled my flight with no responsibility on my part, so they just need to comply with the rules of our country regarding this matter. I have the right to a compensation of 400% of the cost of my ticket. I'm requesting even less mone but they offered only to reimburse the cost of the original ticket I purchased with them. 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 01/13/2023

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

  We are reviwing your case. We will contact you shortly to provide a final resolution. 

  Sincerely, 

  Volaris Customer Resolution

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18573323
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:12/14/2022

  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 purchased airline tickets on October 23, 2021 for a six day trip to ******, Mx. I spent a total of $765.00, including seating. I was not able to use this flight since I was infected with covid, so I requested a refund. A refund was not able to be issued per Volaris refund policy. If I purchased my tickets within 24 hours or if it was within the 7 days. I requested for a voucher and the representative I spoke with said I was not able to receive one. So I was offered an extension of 180 days. I accepted. I've made extensions numerous times. I recently started new employment and I was not able to get the time off to use it. I am the only one working in my household, and I am not able to use it. It is now December 13, 2022, and my flight leaves tomorrow, December 14, 2022. I will not be able to use it since I have to work. I am going through financial hardship, and I cannot afford to pay the extra costs. I did try to extend my flight again, but was told that I was required to pay $229. I requested for a refund again and was told by a representative that a refund will not be issued, since its outside the timeframe. I am disappointed that Volaris couldnt at least, offer me an airline credit. I really dont know waht else to do. I am disappointed that I lost that much money to this airline. Had I known the refund policy before, I would not have purchased the ticket. We are in a time where costs are sky high, and my priority is to be able to keep my head above water. Any and all of your help is appreciated, thank you. .3

  Business Response

  Date: 12/20/2022

  Dear ******************,
   
  We are writing in reply to BBB case number 18571170.
   
  We would like to confirm that purchase of booking PG4G4H was made on July 15th 2021, trough website by the client and according to the terms and conditions for any cancellation the request must be within the 24hrs and you reservation will need to be seven days away from departure for international flights and 24 hours for domestic flights, we confirm no attempts to cancel the booking is registered within the 24 hrs.
  We confirm flights operated normally; they were not boarded by the passenger.
   
  We understand that your travel plans can change unexpectedly , in service to our clients we could support you by reintegrating total amount of booking in electronic credit for future transportation with Volaris with 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. 
  

  Booking: PG4G4H
  Route: TIJ-CUN-TIJ
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution 

  Customer Answer

  Date: 12/26/2022

   
  Complaint: 18571170
  
  I am rejecting this response because:25% compensation of what I paid for the ticket is unfair. And the refund policy Volaris put in place is ridiculous. Im facing financial hardship and requested at least 50% of my ticket, and Volaris refused. That plane ticket is now void. And Im upset that Volaris refuses to come to an agreement.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/03/2023

  Dear ******************,
   
  We are writing in reply to BBB case number 18571170.
   
  We confirm that no attempts to cancel the booking is registered within the 24 hrs in booking PG4G4H. 
   
  For one time exception and in service to our clients we could support you by reintegrating total amount of booking, an amount of $ ****** USD, in electronic credit for future transportation with Volaris and in case you decide to accept this proposal will 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. 
  

  Booking: PG4G4H
  Route: TIJ-CUN-TIJ
   
  Thank you for your understanding.
   
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 01/11/2023

   
  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:12/12/2022

  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.

  Flight connecting at *******, ****** the worst experience flying plane was delayed 6 hours monitors were not updated. Was miss informed at the gate, causing my crew and I missing the flight. We had to buy another flight, they did not take any responsibility nor were that much helpful. We end up staying over 12 hours at airport and pay $713.29 . They bet on your desperation and charge you extra to change/reschedule flights . Other two passengers are ***********************************************************************

  Business Response

  Date: 12/20/2022

  Dear **************,
   
  We are writing in reply to BBB case number 18564963. 
  
  Following your case, we inform you that the passengers must show up at the airport counters with at least 120 minutes before the flight departure. We would like to confirm flight QRO-HMO did not presented a significant delay to lose your connecting flight, the delay was due to weather conditions. At the same time, we would like to confirm that the airport screens are not manipulated by airline staff.
  
  For one time exception we could support you by reintegrating the total amount of change 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:
  
  
  *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: XENBPT
  Route: ****-TIJ-HMO
  
  Passengers who purchase non-refundable tickets on a flight that is still being operated without a significant delay are not entitled to a refund. 
   
  Thank you for your understanding.
   
  Volaris Customer Resolution

• Initial Complaint

  Date:12/10/2022

  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.

  Attempted to cancel my flight within the 24 hour booking window. Request didnt process and now they refuse to cancel my flight and refund me the money. The order number is C6W9UY for the total price of $205.95. Would appreciate if this flight could be refunded as originally requested. Volaris Airlines refuses.

  Business Response

  Date: 12/16/2022

  Dear ********************, 
   
  We are writing in reply to BBB case number 18555184. 
   
  We would like to confirm that booking C6W9UY were purchased last December 04h, 2022 through the Volaris website. For any cancellation the request must be within the 24hrs and you reservation will need to be seven days away from departure for international flights and 24 hours for domestic flights, we confirm no attempts to cancel the booking is registered within the 24 hrs.
   
  In service to our clients, we support you by reintegrating total amount of booking in electronic credit for future transportation with Volaris, credit details were sent to email address registered in booking C6W9UY.

  Passengers who purchase non-refundable tickets on a flight that is still being operated without a significant delay are not entitled to a refund. A passenger is entitled to a refund if an airline cancels a flight, and the passenger chooses not to accept an alternative flight on that airline.
   
  Thank you for your understanding.
   
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 12/23/2022

   
  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, even though a refund directly to the credit card used to make the purchase would have been preferable to an electronic credit. Also, its interesting I only got a satisfactory response when I reported you to the BBB, not when I reached out directly. If anyone has a complaint, you may as well go directly to the BBB if you want anything done about it.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/09/2022

  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.

  **** of purchase was 9/19/2022 in the amount of $1,006.33 for a round trip to ***************. for myself and my 2 kids. Our trip was suppose to be as of 12/01/2022, as of 11/28/22 i was not feeling good, on 11/29/222 i tested positive for covid, So I called for the process and MariCampo from Volaris mentioned to send and email request for refund. I submitted the ticket right after that call and I received a reply from ****** via email on 11/30/22, that a credit would be issued to be used within 90 days. I replied back to ****** advising if I would be able to get 6m or a year since I have to make arrangements with work again, I had no reply. So on 12/5/22 at ****a i sent a IG message, and received a reply on 12/5/22 818p, they requested I give them the ticket number to look into, and have not had a response since then. When calling over the phone they mentioned this is something that has to be done online via email only. So I called my bank, Amex as I used their card for purchase, and they refused to place a dispute as Volaris had mentioned they would provide a credit. So now i do not wish to have a credit at all, instead I am looking for a full refund, as I do not plan to use their services ever again. Thank you for your time.

  Business Response

  Date: 12/16/2022

  
  Dear ****************
  
  We are writing in reply to BBB case number 18550454. 
  
  We understand that your travel plans can change unexpectedly, that's why we support you by reintegrating the total amount of your reservation in electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in your booking HH5I5U. 
  
  Route: LAS-GDL-LAS
  
  Passengers who purchase non-refundable tickets on a flight that is still being operated without a significant delay are not entitled to a refund. A passenger is entitled to a refund if an airline cancels a flight and the passenger chooses not to accept an alternative flight on that airline.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/08/2022

  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.

  We planned a family and friends vacation for ****** ******. We departed on November 19th in the morning and we had to make a stop at Santa ***** and from their to ******. The flight from ******* left 3 hours delayed and causing us to miss the other flight. Volaris and employee said that they could not do nothing and we asked to speak to manager because the next flight that they had would leave the next day and we would need to stay at the airport. We waited 4 hours for manager and the manager never came. And employees could not resolve anything. We had paid for luggage and they charged us again at Santa *****. We were very upset because the next flight would be next day but in the evening. We called another airline Aeromexico and paid for the flight to leave from *********** that same evening. We paid another $300.00 to buy that flight for each person. Volaris would not offer anything for the inconvenience. No meal and no hotel. In the area there was no hotels nearby or food. It was either pay for hotel and meals or grab another flight with another airline. I am very upset with volaris. It was a nightmare. Plus I have another flight for this December and it was changed and it cut off 3 days my vacation and now Im trying to change my return flight but want to charge me $1600.00 for the change but if I buy the ticket new its ******. This is so wrong and are abusing of the people. They are ripping people off. This is stealing from individuals. I am not the only one that they have taken advantage of. I have had enough with them and someone needs to do something. I would appreciate your help please and this is extortion. Im asking for a refund and to change my flight that I currently have.

  Business Response

  Date: 12/16/2022

  Dear ******************,
  
  We are writing in reply to BBB case number 18545513.
  
  We confirm flight Y4 **** ***-NLU last November 19th , 2022, was delayed due to a non- attributable cause to the airline; however, in service and in goodwill we issued electronic credits for future transportation with Volaris for total amount of flight Y4 **** NLU-***, the electronic credit details were sent and confirmed to the email address registered in booking N7R52F.
  
  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:12/08/2022

  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.

  At the time of checking in for our returning flight ***-*** Volaris web page offered ** an additional checked bag for $57MXN (******* pesos equivalent to $3USD at the time of the transaction). Our credit card was charged $57USD on 11/29/2022. *** tried to solve this via WhatsApp with Volaris agent, but he claims that because the original reservation HD2LUG was created in USD, all future transactions would be charged in that currency, despite the advertised price. Id like to receive a $54.00 refund.

  Business Response

  Date: 12/13/2022

  Dear *************,
  
  We are writing in reply to BBB case number ********.
  
  Regarding the reported situation, we would like to offer a sincere apologize for the inconveniences this may cause to you, unfortunately we do not have evidence of this situation, please be so kind to share with us the evidence that website confirmed a charge of $ ***** MXN, without it is not possible to make a corresponding validation for a refund.
  
  We confirm the luggage service was applied by the client last November 29th, 2022 through the Volaris website, we confirm the charge was correct according to the acquired rate in booking HD2LUG.
  In service to our clients we could support you by reintegrating the paid amount of $ ***** USD in electronic credit for future transportation with Volaris, in case that you consider accepting our proposal, the electronic credit would have the following characteristics:
  

  *1 year to book (You can travel on the date and destination you prefer, as long as the flight is published).
  *Applies for base fare and taxes.
  *Non-Transferable.
  

  Booking: HD2LUG
  

  Route: GDL-***
  

  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  
  

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18544287
  
  I am rejecting this response because:I am not interested in a $57.00USD company credit. Id like to receive a $54.00USD credit card refund. 
  

  Please see the attached picture taken at the time of purchase. This is my only evidence of the posted pricing, as Volaris failed to provide me a receipt at the time of purchase and even upon verbal request via phone call to sales/customer care representative.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/23/2022

  Dear **************,
  
  We are writing in reply to BBB case number ********.
  
  Regarding this situation we would like to offer a sincere apologize for the inconveniences this may cause to you, unfortunately since we do not have evidence of this (when the website confirmed a charge of $ ***** MXN), it is not possible to make a corresponding report with the involved area or provide you a refund.
  
  We would like to confirm that booking HD2LUG was acquired with Classic Fare, which includes 1 personal item and 1 standard cabin bag, the fee charge of checked baggage 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 this fee charge for an amount of $ ***** USD in electronic credit for future transportation with Volaris, the electronic credit would have the previously mentioned characteristics.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  
  

  Customer Answer

  Date: 12/31/2022

   
  Complaint: 18544287
  
  I am rejecting this response because:

   

  I am once again attaching on this response the pictures taken at the time of check in, where the website clearly displays the pricing in MXN.

   

  I am not interested in a $57.00 *********** credit. The only viable solution to this scam is a $54.00USD credit card refund.

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

• Initial Complaint

  Date:12/07/2022

  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.

  First time ever flying and had the worst experiencia with Volaris. Purchased tickets to ********* November 12th. Download the volaris app. In my app it showes my plane ticket abdominal boarding pass that said November 12th boarding 11:47pm. So I belive my flight was on the November 12th. When I got to check in they lady checking me in said your flight was yesterday. You missed your flight. I told her that couldn't be I showed her my app with my boarding pass. She tells me it not our fault you don't know how to read your flight. I explain it's my very first time flying and if she could help me book the next flight. She looks over to her other worker and said this next flight is booked right and he said yes we are full. Without even checking anything they just tell me check on your app for the next flight their nothing we can help you with. I lost $989.48 just like that. Well I called my sister so she could help me book the next flight. As she looks online she sees that their is a flight available that night with volaris but I told her they told me they are full. This flight was important so out of fear I decided to book the next day I paid $2,451.96 for the last minute flight that they couldn't help me with. I went online and filed a complaint with them but they never hot back to me. This was my first experience ever flying and Volaris made it the worst with their customer service. The lines for the check in are always so long. Also on the way back on my flight the flight attendant was clearly so sick. He had a mask on but keep pulling in down to rub his runny nose and I say on the third row and not once did I see him was his hands as he was handling the food. Never again volaris.

  Business Response

  Date: 12/13/2022

  Dear ****************,
  
  We are writing in reply to BBB case number 18490565.
  
  We would like to confirm that itinerary for flight ***-*** last November 12th, 2022 in booking OG3LYN was correct with a departure time of 00:32 hrs, unfortunately clients did not show up on time.
  
  For one time exception and based on the agreement with our representative we support you by reintegrating the total amount of  flight in electronic credit for future transportation with Volaris, the credit details were sent to the email address registered in booking.
  
  Booking: OG3LYN
  Route: ***-GUA
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution