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: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.

  On 11/15/2022 I purchased round-trip tickets from *** to ***********. Reservation code MGIV4X. Upon check out I unknowingly clicked the button to hold my reservation. After I completed the checkout process, I received an email, confirming my reservation and providing my itinerary. I missed the second email that followed which stated my reservation was on hold and I had until December 18, 2022 to make the full payment. Fortunately, on December 18 I actually came across that second email. I went to make payment, and for whatever reason the link was broken. I called Volaris for a solution and they were unable to provide me one. I was directed to file a complaint with them online and that someone would contact me within three days. After two or three additional phone calls, I had someone finally respond to me via email on the 27th. The response was simply asking if I still need assistance and provided NO SOLUTION. I called again to the customer service line for assistance and was told they could not do anything because I responded to the email and that I just needed to wait another few days. The flight in question is in one week, and prices have since increased substantially. Their customer service, and response times are psimo. Their emailing system is confusing and deceptive. I dont understand why it is so difficult for an organization to honor the information in the emails sent to me. This is such a simple resolution that I am genuinely beside myself as to how it has not been resolved 11 days following the incident.

  Business Response

  Date: 12/07/2022

  Dear **************,
  
  We are writing in reply to BBB case number 18476500.  
  
  We regret the presented inconveniences. We would like to confirm that based on the call with our representative the reactivation of booking was offered maintaining the same schedule and rate originally contracted,unfortunately you informed that this was no longer worked for you, due to this we confirm that in case the passenger needed to purchase a new booking will be the corresponding rate at the moment of the new purchase.
  
  We share this scenario with the corresponding area to be attentive that a situation of this nature does not occur again.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me, my wife and son had a trip planned to ****** from 11/10/22 - 11/13/22 and purchased airline tickets through Volaris (Reservation #s: NB4QYM, HB7CMJ and WDG92D). In the months after we purchased the tickets there was a lot of ******* cartel activity that was being reported in the news - murders, kidnapping, gun violence (especially in the areas in which we were traveling). I was monitoring the activity up until about a month before our flight. With cartel activity still high, I did not feel safe to fly with my family to ****** and did not want to put my family's life at risk. I emailed Volaris customer service as well as sent them a message on ******** on 10/05/22 explaining the situation and requesting a refund or anything they could do to help. On 10/12/22 I received an email from ******** Care Agent, ***********************, stating that a refund wasn't possible unless I cancelled the flight within 24 hours of purchase. I emailed back asking to speak with someone in upper management that could help me or at least give me airline credits. I didn't hear back from anyone so I sent another email on 10/22/22 asking them to contact me again so we could work a resolution out. Nobody reached out to me or replied again so I sent yet another email on 10/29/22 asking for them to contact me to work something out. I still hadn't heard back from Volaris so I sent another email to them on 11/04/22 asking them to contact me as our flight was coming up soon. Again, no reply, no phone call, so I sent another email to them on 11/09/22 telling them that I tried several times to reach out to them and nobody has responded. The last email I sent to them was on 11/11/22 informing them that I would be reaching out to the BBB to file a complaint with the hopes of getting this issue resolved. Up until this point, I have heard NOTHING from Volaris. At this point, I am again requesting a full refund in the amount of ****** pesos as I do not want to do business with such an unprofessional airline.

  Business Response

  Date: 12/07/2022

  Dear ****************,
   
  We are writing in reply to BBB case number 18472159.
   
  We know that your travel plans can change unexpectedly, 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. 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:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased airline tickets in April of 2022 to travel for December 26, 2022. I paid extra for assigned seating in the first row for extra leg room. I received an email this morning 11/27/22 notifying me that my flight had been changed to December 27, 2022 with no specific reason. As I called volaris to give me more info the representative told me that perhaps the airport had canceled the flight and they were giving me an alternate day. As I am speaking to him I am looking for flights to book for the 26 of December and notice that they are still selling them and for the same flight number, I let the representative know and he double checked and sure enough. The only thing he said after that is that he could put me back on that flight in row 6. Due to restless leg syndrome it is very hard to travel in such tight space. Since volaris re sold me tickets for most likely at a hire rate to someone else, they were careless of mine and my plans which I had since April. I purchase early to get a secure flight since thats the most busiest time to travel but volaris didnt care and chose to carelessly boot me off to resale for more money. Now I had to rearrange my plans because of their ambitious money seeking company.

  Business Response

  Date: 12/06/2022

  Dear ****************,
  
  We are writing in reply to BBB case number 18469014.
  
  We regret the inconveniences. We would like to confirm that based on the agreement with our representative an electronic credits for future transportation with Volaris were issued as compensation, the voucher details were sent to email address registered in booking OH8YFH.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service 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 fight scheduled tonight to leave on Volaris at 10:50pm Since 1pm today I have tried to change my reservation online and the website would not work. It kept saying my flight had already departed. But its not for hours from now. I then tried calling multiple times only to get a recording on repeat. I then tried again to find another way and WhatsApp customer service. After being on hold for hours. I then receive the same message from the ppl on WhatsApp saying your flight has already departed. When I get to customer service. They tell me its too late to do anything about it. But I had been trying to get someone for over 7 hours. The customer service rep then just hung up in my face.Im so upset as I now have my 2 kids with no way to get home.

  Business Response

  Date: 12/05/2022

  Dear **************,
  
  We are writing in reply to BBB case number 18469010.
  
  We confirm that based on the agreement with our representative and in service to our clients we issued an electronic credit for future transportation with Volaris for total payment of booking F7BPSI. The corresponding electronic credit terms and conditions were already shared with you to the email address registered in booking.
  
  Booking: F7BPSI
  
  Route: TIJ-CUN
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 12/06/2022

   
  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:11/26/2022

  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.

  We booked a round-trip from November 18 till November 26 2022 from ******* to ******. Not only did the airline cancel our flight several times before departure they also never notified us and I only found out because I kept checking the app. We finally got to some flights that were convenient for our travel plans. Add our departure on November 26 we got notified that the flight was delayed and we wouldnt make our connection flight. The only option we had was to fly to *********** that same day but fly out of *********** to ******* the next day at 5 in the morning. There were no otheroptions PERIOD per their RUDE staff. We asked if we could get a hotel accommodations and they said no because it wasnt the airlines fault and we would had already left the ****** airport so it wouldnt apply. We kept asking why was the flight delayed and all we got for an answer was we will tell you right now and we never got a reason other that it wasnt the airlines fault. We also had some tickets that had paid seats and they said they would only respect that if there were available on other flights with no refund of what was paid for those seats regardless. Now we will have to sleep on the floor at the airport because of the airlines fault which according to them is not their fault. Also, when I was at the counter getting helped I saw on the computer over 15 cancelled flights and when one of the attendants said to place is on another flight the other attendant said no because that one is overbooked. What in the world is going on with this unprofessional and what seems to be a corrupt airline??? This is not only unfair but unethical in every way. All Volaris does is wash their hands and keep taking peoples money. We also had paid parking of which now we have to pay one extra day and when we asked if Volaris could refund or pay that, again, no because its not the airlines fault. I demand my complete refund and compensation of the enormous trouble we had to go through.

  Business Response

  Date: 12/05/2022

  Dear ******************,
  
  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences you may have experienced. We confirm that based on the agreement with our representative and in service to our clients we issued an electronic credit for future transportation with Volaris. The corresponding electronic credit terms and conditions were already shared with you to the email address registered in booking RGL4NK and T6UCWL.
  
  Route: CUN-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:11/25/2022

  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.

  Transaction 5/30/22 with Volaris Airlines Reservation number R6V4VL. I made the reservation without checking if the ************** was correct shortly after making the reservation within less than 10 min i called the airlines to cancel I payed ******** when I called for my refund I was refunded ********. I was missing ****** from my refund. Thier policy states you'll receive a full refund with 24 hours your reservation was made. I made another reservation JBZRKZ I payed ********. After I confirmed that 10:55pm from ************** to ****** was $200 more for each passenger. So I made the same reservation time from (R6V4VL) so I felt that I shouldn't have canceled the first reservation. I attached JBZRKZ I received an email that my flight was changed from ************** to ****** instead of 12 am it was changed to 10:55pm and here is the catch I was given an electronic refund that I could only use within ******************************************** on June 21,2022. I was gone on my trip for July 11th till July 31st. I was very much stressed about this. I would never use Volaris Airlines again. I'm hoping to receive my refund ****** plus the electronic refund 127+126+127+******= total of ******. Please if you need any more information please email me or call. I'm hoping for a solution to this stressful airlines.

  Business Response

  Date: 12/01/2022

  Dear ****************,
  
  We are writing in reply to BBB case number 18460915.
  
  We confirm that refund of the VClub Membership does not apply due to benefits of this membership were applied in new booking JBZRKZ, and flights were boarded. 
  
  In service to our clients, for the itinerary affectation in booking R6V4VL electronic credits for future transportation with Volarris were issued in compensation, unfortunately they expired. The only available option we can offer to you is to issue new electronic credits for future transportation with Volaris, with the informed characteristics that were informed and send to email address registered in booking R6V4VL.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:11/23/2022

  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 bought the tickets on 8-31-22 for a total of $29,320 pesos. Then on 09-01-22 I added *** passes for one way for 4 passengers for a total of $2,288 pesos. Then on 09-08-22 for the trip back added CBX again for $2,536. Bringing the total to $34,144 pesos. This was for a flight departing 12-10-22 at 8:44 AM and returning 12-17-22 at 2:05 PM. My flights were changed without my knowledge nor was I informed or given the option to pick another flight. I called and asked for a refund they said that wasnt possible so we settled on a credit of 125% on 11-18-22 then they told me to wait ***** hours. As or 11-23-22 I still have not reciprocated a credit of any sort and any time I call for a follow up they keep saying that they will open a new request for a voucher. Any time I asked for an email to have physical evidence of what they were saying they werent able to provide anything.

  Business Response

  Date: 12/01/2022

  Dear ********************,
  
  We area writing in reply to BBB case number 18458431. 
  
  We regret the inconveniences. We confirm we supported you by reintegrating the total amount of booking XGNDVN plus an additional of 25% of the price in electronic credit for future transportation with Volaris. 
  
  At the same time we confirm the credits were already redeemed in bookings ****************************** and O8TJNF. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18458431
  
  I am rejecting this response because: New issues have started since getting the credit. Starting with November 24th I tried to purchase a ticket from ******* to *************** from December 9th to December 17. Online my purchases never went through nor did I get an email confirming my purchase so the window was closed. But to my surprise my credit was used for that flight. Odd enough I was able to purchase a flight afterwards because it was supposed I hadnt touched my credit. The flight that was processed without my initial knowledge is FD44VG. Please issue a refund of this credit or provide a copy of the email stating that this flight purchase was made on November 24,2022. I wanted to note that the only way I know about this is because again 1 day ago ( December 4th 2022 ) it popped up on the Volaris app under my trips. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/13/2022

  Dear ********************,
  
  We are writing in reply to BBB case number 18458431.
  
  We regret the inconveniences regarding the generation of the reservation with the FD44VG code, which did not confirm the generation of this itinerary. In this regard I would like to inform you that this was fixed, and the amount has been returned to your electronic credit, which remains for an available amount of $5,866.00 MXN with a new code, the previously shared one it is no longer available. The details of the electronic credit were sent to the email address registered in booking XGNDVN.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18458431
  
  I am rejecting this response because: There is still a discrepancy on the rest of the voucher numbers given. According to any and all email provided to me by volaris thus far there should still be credit remaining on all of the vouchers. However When I go to try and use that credit it says theres an insufficient balance which makes no sense whatsoever so please explain. If anything Other than 08TJNF, E8B23C, OGR1KK, and M732YL was purchased with this credit please attach all information and when I wad made aware of it. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/22/2022

  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.

  1) I purchased a round trip ticket from *** to ***********.2) In addition to my ticket, I also paid an additional $54.43 to bring on a carry-on and upgraded my ticket to "Vuela Classic". This allows for a carry-on that must not exceed 44lbs and measures 22x16x10 - more information can be found here - https://cms.volaris.com/en/travel-info/baggage-policy/3) My ticket was now upgraded to a Vuela ************ - a mid-tier ticket 4) On November 10, on my flight from *** to *********** - I boarded the plane with my upgraded ticket without any issue and flew to ***********.5) On my return ticket, on November 16th, I was hand picked out of a line of other people waiting to board the plane and was forced to pay $85 USD to store my luggage in check-in. I refused to pay it, since I already paid previously $54.43.6) Volaris refused to let me board the plane and insisted that I had to pay the $85. I asked them for a tape measure and to prove to them that my luggage was within guidelines as I had checked it before I boarded and flew no problem from *** to ***********.7) I began filming the interactions and took pictures of many, many other passengers who did NOT pay for the upgrade and were seen walking on to the plane with luggage that was bigger than mine AND HAD NOT PAID FOR THIS !!8) I was abused by the staff and they told me that my flight was cancelled. All of this was filmed and will be shared on social media and to *** as this case escalates 9) I did the right thing. I paid for an upgraded bag before the flight and was forced AGAIN to pay for something that was illegal and discriminatory. This is an absolute insult - whilst watching others who didn't pay the 1st round get on for free.10) I demand a refund of the $85 + the $51 I spent upgrading my ticket originally before I go to small claims court. I have all the evidence behind me.11) I have also attached images of other people's suitcases and how they were even BIGGER than mine and they DIDN'T pay before !!!

  Business Response

  Date: 12/01/2022

  Dear ******************,
  
  We are writing in reply to BBB case number 18452593.
  
  We confirm that based in our system reservation SBB44Z was purchased through an agency last November 03rd,2022, in this case Expedia, and was acquired with the Basic Fare. We confirm that the baggage allowance for international flights in basic fare only includes a personal item, in case passenger need to add additional carry-on, a checked baggage or If the baggage exceeds the maximum allowance, the corresponding fee must be paid. 
  

  Based in our system we confirm that the same day, November 03rd, 2022, after the purchase of booking you acquired thought the Volaris website a carry-on luggage for your roundtrip, however,this does not mean that now the client has a different or a higher airfare-ticket.
  
  Last November 16th, 2022, at Mxico Airport the payment was correctly applied due to you exceed the allowance in your carry-on luggage. In good will and for one time exception the refund of this charge, for an amount of $ ***** USD, was applied into the same form of payment last November 28th, 2022, and you will be able to see it within the next ***** business days.  
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 12/09/2022

   I am waiting for the refund. In the past, they have said I would get it but I haven't received anything to date.

• Initial Complaint

  Date:11/21/2022

  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 Nov. 7 2022 I purchase 2 airline ticket for my Husband *************************** and my son ******************************** from ************** to *********** traveling days from Nov 4 - Nov 7th. Reservation B6MRGI pay a total of $1,456.18 Everything was fine until Thursday Nov. 3rd around 8:30 pm I got an email saying the flight was cancel. They were supposed to leave at 7:27 am on Nov 4th. We tried all night 2 #s *** # ************ and Mexicos # ***************. I also went into there website and initiated a claim #******* got an email to ********************** stating they had received the claim and need to wait for another email with a resolution. Got in contact with a rep. on that weekend and she stated we needed to wait al least 18 to 24 hrs. For another email with a resolution. Today we call again it has been more than 14 days and nothing the rep. **** us it would take between 7 to 21 days for this to resolve, We also stated we wanted a refund not an electronic voucher from then and it needed to be sent to a different card, since days after I purchased the tickets that card was compromised and replace by our bank. She stated that she was entering everything on the claim and needed to wait from 7 to 21 days. We also told the lady this was taking to long due to VOLARIS cancel the flight a few hours away from the actual take off time. We needed a resolution soon. It seems like they dont want to resolve this issue now they need more time. Please help.

  Business Response

  Date: 11/30/2022

  
  Dear *******************,
  
  We are writing in reply to BBB case number 18449311.
  
  We regret the inconveniences. We would like to confirm that the total refund of booking B6MRGI was applied into the same form of payment we have on file last November 23rd, 2022.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

• Initial Complaint

  Date:11/21/2022

  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 purchased an Air plane ticket to go to ****** on December 2021 to travel by June 22, 2022 and by the beginning of June 2022, Volaris Airlines sent me an email where they cancelled the flight and told me that they would refund the value of the ticket . The flight number was ******* to ****** Booking number #JC3W5T-BDEKTQ flight number Y42002 round trip the ticket was purchased on December 21, 2021. I was told that the money would be reimbursed. I contacted Volaris Airlines to give my refund and was told to that I needed to send them some of my information where they would send me the money. I sent them the information of my bank about five times. I sne it to them via email as I was told and they always told me that they did not received it. I have communicated with them by email several times and was told that my document information was not receive nd that it was too late to claim the refund. I want this company to refund my money

  Business Response

  Date: 11/30/2022

  Dear ***************,
  
  We are writing in reply to BBB case number 18444311.
  
  We confirm that we will be processing the refund of booking JC3W5T through a wire transfer . This reimbursement will be reflected in your account in the next **** business days.
  
  Route: ***-CUN
  
  Its important to consider that if at any time you made a chargeback bank petition, the refund may not be processed by Volaris.
  
  Sincerely,
  
  Volaris Customer Resolution