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:12/06/2022

  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.

  On Nov 26, 2022, my family and I flew from ****** to ******* on Volaris airlines. We checked two bags and planned to carry on two more. At the gate we were told the overhead bins in the cabin were full so not only did they require us to check the two carryons, we were also charged **** pesos to do so. We were not given any sort of baggage check information and were rushed to board the plane. When we arrived in ******* the two suitcases that we were forced to check at the gate did not arrive. There was also no desk or representative from Volaris available to complete a missing luggage report. I called Volaris and was told to submit a ticket for support which I submitted the evening of Nov 26.Its now been 10 days and despite attempting to get an update through the Volariss FB Messenger customer service, calling, having a representative escalate our case, being promised a return phone call, etc, Ive gotten absolutely no status. I want to proceed with getting compensated for the following:1) The cost to replace the luggage 2) The cost to replace the contents of the luggage 3) A refund for the **** pesos I was forced to pay at the gate to check the bags Thanks for your support.

  Business Response

  Date: 12/15/2022

  Dear **************,
  
  We are writing in reply to BBB case number 18533949.
  
  We regret the presented inconveniences. We confirm we will continue with a corresponding validation regarding your lost luggage in flight Y4 434/618 ***-GDL-*** last November 20th, 2022, once we receive the requested documents,we will contact you again in order to inform you the process and determinate the amount to be paid for this claim.
  
  Booking: HCBH5T
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18533949
  
  I am rejecting this response because: my luggage was lost on my return flight home from ****** to ******* on November 26 NOT November 20.  I can almost guarantee my luggage is still in ****** or ****** City (where we had a lay over).  The fact that you responded with the wrong date is proof that there was no effort to review the ticket I submitted on November 26 with all the details or paid attention to any of the many messages I sent via email, over the phone and on you FB messenger service.  I am absolutely astounded that the wrong date was included in your reply.  I have been finally provided the forms to file a claim for the lost luggage but am extremely frustrated that it appears a proper search was never conducted.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/27/2022

  Dear **************,
  
  We are writing in reply to BBB case number ********.
  
  Regarding a complaint due to lost luggage in flight 865 ***-***-*** on November 26th, 2022, reservation code HCBH5T.
  
  In order to validate the situation and validate the corresponding compensation process it is necessary you to please send us the claim form previously sent last week.
  
  Once we receive the information, we will contact you in order to inform you the corresponding process.
  
  We offer a sincere apologize for the inconveniences.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/06/2022

  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 have a reservation to fly to ********* ******, leaving the 13th, I was just informed by my family that it's really bad there right now dangerously life threatening situation with the cartel, I tried to cancel the flight , but volaris will not either issue me a credit nor give me a voucher to use in the future I spent $850.00 dollars

  Business Response

  Date: 12/13/2022

  Dear ****************,
  
  We are writing in reply to BBB case number 18532572. 
  
  We understand that your travel plans can change unexpectedly, based on our agreement we would like to confirm we support you by reintegrating the total amount of booking U8KY9F in electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in your booking.
  
  It is important to consider that if the credit has not been used before marked date it will be lost and may not be used.
  
  Booking: U8KY9F
  Route: ***-***-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 12/14/2022

   
  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:12/06/2022

  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.

  Please refer to existing case# ******** for initial complaint and transaction details.I received a follow-up call from a representative named ***** on Saturday 12/03. She explained that they could provide a credit voucher for my flights. When I explained to her that we don't feel safe traveling to ****** any longer, that this was the 2nd time that they've provided horrible customer service by ignoring my email for a month and that I no longer wanted to do business with them and requested a refund she said that she couldn't help me. I told her that I wouldn't accept the credit vouchers, but was requesting a full refund (I even said I would accept a partial refund at this point). I then asked to speak to a supervisor/manager that could help me and she stated that "there is no supervisor to talk to". I told her of course there was a supervisor to talk to and I will not accept a credit voucher until I speak to a supervisor to request a refund or partial refund. After a few minutes she continued in her refusal to transfer me to a supervisor and told me that she would be hanging up. I responded, the phone call is being recorded so don't hang up on me, at which point she hung up the phone. As I stated, this is the 2nd time that they've provided horrible customer service and the reason we were issued credit vouchers in the first place was because of the same horrible service from them. I will never do anymore business with them and I am requesting a full refund or even a fair partial refund.

  Business Response

  Date: 12/13/2022

  Dear ****************,  
  
  We are writing in reply to BBB case number ******** and 18472159. 
  
  We understand that your travel plans can change unexpectedly, however, we would like to confirm that the requested refund does not proceed. 
  
  In service to our clients and for one time exception we could support you by reintegrating the total amount of your flights in electronic credit for future transportation with Volaris, in case that you consider accepting our proposal, the electronic credit would have the following characteristics:
  
  *180 days to book (You can travel on the date and destination you prefer, as long as the flight is published).
  *Applies for base fare, taxes and additional services.
  *Non-Transferable.
  
  Booking: NB4QYM, HB7CMJ and WDG92D.
  Route: ***-***-***
  
  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.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/05/2022

  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 traveled to ****** on October 30th 2022, my luggage was vandalized and items stolen from it, I did file a complaint with the airline and they offered me a voucher for $1,000.00 Mexican currency for a rebate in a flight in ******, that does not even cover the cost of the damaged luggage, besides i do not travel to ****** often, the cost of my items stolen and the cost of the luggage is over $500.00. I seek the reimbursemnt for my loss enclosed find the email from customer service ******************** ***************************** (Volaris)27 nov 2022, 10:51 GMT-6 ******************;Lamentamos lo sucedido con tu equipaje; a pesar de que nuestra responsabilidad sobre este tipo de incidentes es limitada, queremos compensarte con un crdito electrnico de $1000 MXN (con vigencia de un ao para reservar en cualquier ruta y fecha disponible).Consulta ms ********** sobre nuestros lmites de responsabilidad de equipaje en https://bit.ly/3NP7CT6 Para futuros viajes, sugerimos no llevar en el equipaje documentado: dinero, joyas, obras de arte, valores, artculos electrnicos tales como radios, celulares, computadoras, cmaras, entre otros; as como medicamentos, artculos perecederos, lquidos o artculos frgiles.Te compartimos los trminos y condiciones del crdito electrnico: Es personal e intransferible. Aplica para cubrir nicamente la tarifa base del vuelo. No aplica sobre impuestos, derechos (TUA), servicios adicionales (cambios, equipaje adicional, etc.) u otros cargos. En caso de que la tarifa del vuelo sea mayor *************** de este crdito, se deber cubrir la diferencia. En caso de que la tarifa del vuelo sea menor, la diferencia de este crdito se perder. No es acumulable, reembolsable ni transferible, queda estrictamente prohibida su venta. En caso de que no se utilice el crdito electrnico antes de la fecha de expiracin, ste se perder y no podr hacerse vlido, ya que est sujeto al plazo indicado. Se podr utilizar un solo crdito electrnico al adquirir una reservacin.Esperamos tu respuesta en un plazo de 24 horas.Gracias por tu comprensin.***************************** ******** Care Agent

  Business Response

  Date: 12/13/2022

  Dear **************,
  
  We are writing in reply to BBB case number 18527797.
  
  We will contact you shortly to review your case and provide you a resolution regarding the mentioned situation.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/05/2022

  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 name is ********************************I am ***************************** daughter-in-law and I will be translating for her as she only speaks Spanish.On Thursday December 1, 2022 at approximately 4:50 am, my mother in law, *************************** arrived at ***** airport in ******* ******** to catch her flight to ***********.Her ticket stated that boarding was at 5:45 am and flight departure was at 6:27 am on December 1, 2022.Upon arriving to terminal 5 Volaris personnel and signs were no where to be found.After walking back and forth looking for help and direction we found an employee from a different airline.She was rude and wasted our time without any distraction or help as to where we could find Volaris airline.After speaking to TSA they stated that ******* could board without her luggage.She was not going to leave without her luggage as she was traveling out of the country and needed her things.They suggested we speak to Volaris and as there was no one at the front desk of Volaris we called the customer service number. They did not offer any assistance as they needed us to speak to a physical person from Volaris at the airport. There was no one to be found.After speaking to TSA once more and explaining that ******** ticket came with luggage and she even paid extra for more luggage they stated she needed to speak to Volaris but at that moment she was allowed to board without her things.She did not board because she was waiting to speak to someone at the front fest for Volaris airline.No one appeared at all. We left and came back at approximately 10 am that day to speak to someone as they had another flight to **** ****** at noon that day.Upon speaking to a couple personal they did not resolve anything for ***************They stated that the flight left and that was that.We stated that we purchased insurance for the tickets and they stated they dont offer that then they stated they dont see that we added insurance.It has been very confusing, frustrating and disappointing dealing with them.

  Business Response

  Date: 12/13/2022

  Dear ****************,
  
  We are writing in reply to BBB case number 18524791. 
  
  We confirm that passengers must show up at the airport counters with at least 180 minutes before the flight departure, in this case, being an international flight, an arrival time of three hours before the flight. In service to our clients and based on the agreement with our representative we have issued an electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in booking FI3ZFE.
  
  Route: ***-MEX-***
  
  The electronic credit expires on March 12, 2023
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/01/2022

  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.

  This is regarding booking number, R6IH6Y for *********************** and *******************, for our flight (2 tickets) from *********** to ******* on Friday, November 4, 2022. Our flight was cancelled 3 hours before departure time. When we called to reschedule, the only flight option made available to us (in speaking to 2 different representatives) was on the following Monday (4 days later) with absolutely no other options. Volaris expected us to stay in a foreign country for an extra 4 days, in which my husband needed to be back on schedule for medical reasons. We opted for the one-way ticket refund (one that we have still not received nearly a month later), and we were required to purchase another (multiple stop) flight the next day through United Airlines for the cost of US$692.19 (triple the price we paid for our return tickets).I am requesting a full refund of our 2-way tickets x 2 in the total originally paid of $661.37 OR a refund for the extra we HAD to pay for a new flight which would be (692.19-220.3)=$471.89, plus the cost of a another night stay at an airbnb ($214.33), totaling US$686.22. This does not include extra costs of food, parking, and medical fees due to this change, as well as significant stress, and medical harm this caused. I have never had a an airline company completely cancel a flight, take absolutely no responsibility for helping to book a new flight and offer no voucher for cost of hotel/food due to cancellation. Only a flight voucher was offered; one we would never use because we don't live in ******, and because I would never fly or encourage anyone else to Volaris because of the financial and emotional stress this caused in returning home. To cause someone to be stuck in a foreign country for 4 extra days with out any further support is absolutely unacceptable. Knowing they can cancel a flight at anytime in which you are require to purchase another same day or next day flight for triple the cost, negates any savings in booking an economy ticket.

  Business Response

  Date: 12/09/2022

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

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

  Thank you for your understanding.

  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18511945
  
  I am rejecting this response because: No one has reached out from Volaris. I have continued to not receive a refund, despite e-mails saying it has been returned (now more than 1 month after the cancelled flight). This is a fraudulent company.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/15/2022

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

  We are writing in reply to BBB case number ********.
  

  We would like to confirm that the corresponding refund of flight ***-*** from booking R6IH6Y was applied into the same form of payment on file, a **** card ending **** under ***********************, last November 25th,2022. We suggest to validate it directly with your bank institution.
  

  We regret the inconveniences for the delay.
  

  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18511945
  
  I am rejecting this response because: I do not own a credit card ending in those numbers. I have received several messages saying to check with my bank. I can't possibly check with my bank if the refund was made to a credit card that I do not own. I have tried calling Volaris and I am hung up on. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/06/2023

  Dear **************,
  
  We are writing in reply to BBB case number 18511945.

  We would like to confirm that purchase of booking R6IH6Y was made last August 16th, 2022 trough the website site and the payment method applied by the client was a Mastercard ending **** for an amount of $ ****** MXN, the corresponding refund made by Volaris last November 25th, 2022 for an amount of $ ******** MXN was returned to this same form of payment.
  

  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/01/2022

  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.

  This flight never took place due to mechanical issues. We boarded the airplane and after waiting 3 hours in the airplane, we were asked to deplane because the flight had been cancelled due to mechanical issues. We were asked to pickup our luggage and check at the counter for more options. It was also announced that a $200 voucher would be given for the inconvenience (never received).At the counter I was given the option of a refund, another flight or a flight voucher. I told the Volaris agent that I needed to get to ****** ASAP because my mother was terminally ill. I was told to get the next flight available 7/10/2022 to secure a flight and not to worry because it would be completely reimbursable in case I found another flight with another airline. I was provided with a phone number to call to get my money back. I ended up finding another flight with ****** for the next day. After my mother passed away and returning from ******, I called Volaris ************** to get my refund and spoke with agent ***********************. She said my only option was to get a flight voucher in the amount of $413.00. I explained to her that I was told I would get a refund and not a voucher. She was firm on her answer and refused to help me with the refund. I also had to pay $50 for luggage at the airport and did not receive a single cent back. The voucher I was given expires on 12/28/2022. I dont have plans to travel anytime soon. I was given misleading information and terms and conditions were not given to me. I didnt know my rights so I never called the credit card or filed a complaint anywhere until now that I was advised on what to do. I only speak Spanish and it makes this process even more difficult for me. Please help me get exercise my rights as a consumer.Thank you.Itinerary # ************** Traveler details ********************************* (Adult)Flight ******* (***) to *********** (***)Volaris 897 9:25pm *******, **, ************* (***-**************** Intl.) to ***********, *******, ****** (*****************************************************************************.)Airline confirmation: XEBJTT (Volaris)Economy / Coach (G)Wed, Jun 8, 9:25pm - 4:22am +1 4h 57m flight duration Price summary One way flight 1 traveler $259.21 ************ $123.71 Traveler 1 Baggage Fee (SEA) to (GDL)$29.40 Total $412.32 Note: I called Citi credit card to file a dispute, but its past 90 days and the agent was not able to help me. He said for me to send a certified letter to Billing disputes to see if they could help me further. I waited this long because I didnt know I had rights as a consumer.

  Business Response

  Date: 12/09/2022

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

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

  Thank you for your understanding.

  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18490565
  
  I am rejecting this response because:

   

  18490565
  *************************
  Please dont close this case. Weve been trying to get a hold of Volaris and they wont respond. Weve sent them numerous amounts of emails. They claim we have not been answering our phone. My phone is on all the time and I stay home. I have not received one single call on my phone or the other phone numbers we provided. Only one call was received and Volaris representative disconnected the call and didnt call us back.
  I will sed you a copy of all the emails weve sent.
  Thank you
  
  Sincerely,
  
  **** ***************************

  Business Response

  Date: 12/28/2022

  Dear **********************,
  
  We are writing in reply to BBB  case number 18490565. 
  
  We confirm that refund of booking XEBJTT it is in process to the original payment method. This reimbursement will be reflected in your account in the next ***** business days.
  
  Route: SEA-GDL
  
  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:12/01/2022

  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 had electronic credits from Volaris for me, my husband, my daughter and son and that was expiring on nov 30th. I went online to reserve flight tickets using that credit and it worked for me and my son but it started throwing errors for my husband and son. I tried from different browsers and nothing worked. I called their customer service and they couldnt help with that issue and the only way they could help was if I was willing to pay double the ticket cost because I am going through customer service. I refused to pay extra and they said my credits will expire. This is ridiculous and unacceptable. I would like to airlines to extend the expiration on my husband and daughters credits and help me with reserving tickets for them online successfully. They cannot say we cannot help with website issues. If thats not possible then they have to cancel 2 tickets I already reserved and credit the money (equivalent to the electronic credits) back to my card. I have attached the screenshot of the error that was thrown while reserving my husband's ticket

  Business Response

  Date: 12/07/2022

  Dear **************,
  
  We are writing in reply to BBB case number 18489092.
  
  We regret the presented inconveniences. We would like to confirm that based on the agreement with our representative we issued a new electronic credit for the remaining balance of electronic credits plus an additional, for a total of $ ****** USD. The electronic credit information was sent to the email address registered in **************** CI6NNR; at the same we would like to confirm that credit was already redeemed in booking ODHFPG , available to travel in next June 28th and July 04th, 2023, route TIJ-PVR-TIJ.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 12/08/2022

   
  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:11/29/2022

  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.

  An airplane ticket was purchased on November 1st 2022, the flight was schedule to departure next day November 2nd 2022 at 631pm CST. When I arrived at the terminal, 3 hours before boarding, the service desk informed me that my flight had been cancelled because lack of payment. I showed them a screenshot from the credit card company and they claimed it wasn't valid because the transaction was shown as "pending". I contacted the credit card company and they said they had not refused to approve the purchase. Furthermore, to make it right, the airline was willing to sell me the same seat on the plane but at this time for a higher price. I cannot recall the correct amount but it was very significant higher amount. The airline company had my email and my personal cell phone number and failed to informed me that they had, allegedly, an issue with the payment. By the time I was willing to repurchase the same ticket, at a higher amount, they claimed it was too late and the plane was going to depart. In order to find a solution to my traveling wishes, I had to purchase a second ticket with a different airline, at a higher amount, and reschedule multiple plans, e.i. Bus tickets, employment etc. I have contacted the airline multiple times and they have failed to contact me back. My Itinerary# was 72-421-536-342-002 and confirmation# GDRZND.Many Thanks!

  Business Response

  Date: 12/07/2022

  Dear ******************,
  
  We are writing in reply to BBB case number 18481331. 
  
  We would like to confirm that payment in booking GDRZND was received, however there were discrepancies in the payment method and a fraud prevention or alert was issued and the refund was processed in the same form of payment for the security of the cardholder. We would like to confirm this was applied last November 02nd, 2022. 
  
  In goodwill and in service to our clients we issued an electronic credit for future transportation with Volaris for the payment applied in booking. The electronic credit information is sent to the email address registered in your booking GDRZND 
  
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  

• Initial Complaint

  Date:11/29/2022

  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 booked a flight for my family of 5, including young children for December 15th 2022 from ******* to ***********. I got an email stating that my flight has been changed to December 16th. I show online they still have flights on the 15th to and from the locations I need, so I requested to change a flight on the 15th. Volaris said my ************ are to get credit or accept the day difference. Thats not acceptable to me, I need to fly by the 15th, like the ticket I purchased and not give them extra money to be getting on a flight a day late. I have small kids and are already getting a hotel to make the 15th work, and my kids dont travel well. Please help. I want my money back or a flight on the 15th like I originally booked. I tried messaging them, but they never responded back.

  Business Response

  Date: 12/07/2022

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

  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences.We confirm due to the flight cancellation an itinerary change was applied in booking C7M35S, the change was applied to travel in December 15th,2022 (Route TIJ-CGDL). Based on the phone call with our representative you confirmed everything was fine in your booking.
  

  Thank you for your understanding.
  

  Sincerely,
  

  Volaris Customer Resolution