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:11/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The way that Volaris operates is highly questionable. I requested a quote from Volaris to see how much it would cost for me to change one of the dates on my flight. The person that responded to me through WhatsApp said it was $574.37 MXN (******* pesos). Before confirming, they told me the price again. The number was still the same, $574.37, but I did not notice, and they did not tell me, they had changed the currency from MXN to US Dollars. Therefore, when I confirmed, they had changed the original price they had told me. I expressed my concern once I noticed because I was originally given a quote in ******* pesos and then without any warning, they changed the quote to be in US Dollars. The person was not clear at all and the change in currency was almost like a trick. Now they are telling me that I have to pay or I will lose my whole reservation, even the flight to my destination (which was not changed at all- the one being changed was the flight back). I do not expect to be charged less, I simply want my original flight because I cannot afford to pay this change, which I accepted at first because of the misleading information.

  Business Response

  Date: 11/30/2022

  Dear ******************,
  
  We are writing in reply to BBB case 18443101 
  
  We would like to confirm that based on the agreement with our representative and in service to our clients we have issued an electronic credit for future transportation with Volaris for the corresponding itinerary change cost and the credit details were sent to email address registered in booking T8HMXV.
  
  Booking: T8HMXV
  Route: ***-GDL-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:11/20/2022

  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.

  Volaris cancelled the 1st leg of my flight on 11/23 and rebooked me with another one that gave me a 6 hour layover. I DID NOT agree to this! I purchased ticket with an hour layover. I would NEVER agree to 6 hour layover. They refused to refund both my flights and promised 25% discount that I never received weeks later. They should have refunded both flights IN FULL so I could book on aeromexico. It is not my fault they changed their schedule. I cannot stay in an airport for 6 hours nor should I have to, as this is NOT what I purchased. Bookings LE2PYT and AFUCPK...1st and 2nd connected flights they made me purchase like this. I also contacted them about 25% discount the agent promised that I havent received, and now they are saying no.

  Business Response

  Date: 11/29/2022

  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 offered and accepted by the client in booking LE2PYT last October 27th,2022, the change was applied to travel in November 23rd, 2022 (Route OAX-MEX), unfortunately this flight was delayed due to weather conditions, a non- attributable cause to the airline, in good will a compensation in electronic credit for future transportation with Volaris was issued and the details were shared with you to email address in booking.

  
  Regarding boking AFUCPK we would like to confirm that was purchased with a basic fare in a domestic flight , (route MEX-***) and according to baggage policies, this includes one personal item and one light cabin bag, that the combined weight of the personal item and the cabin bag must not exceed 22 lbs, and fees apply if you exceed your allowance. The fee charge made at airport was correct due to you exceed your allowance, however, for one time exception we will proceed with the refund of this fee into the same form of payment, you will be able to see it reflected in your account during the next ***** business days.
  
  We apologize for the inconveniences about your reported damaged luggage, in this case we confirm that due to the normal handling of luggage, it can have small scratches, dents, broken wheels, broken zippers, or dirt. Volaris is not responsible for this type of damage, as well as damages that *** result from excess baggage content, fragile items, or improperly packaged items.
  You can consult the aforementioned information at the following electronic address found on the *** page: baggage-policy/possible-baggage-problems
  

  Booking: LE2PYT/ AFUCPK
  Route: OAX-MEX/MEX-***
  

  Thank you for your understanding.
  

  Sincerely,
  

  Volaris Customer Resolution

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18442639
  
  I am rejecting this response because:

  they still owe me for luggage damage.  They tried to offer me $30 usd for my $500 usd luggage the agent damaged.  He would not file report ** he was the damage negligent incompetent agent ILLEGALLY charging for carryon under 10kg which is included.

  I need to purchase new luggage to transport my belongings as I am traveling in ****** for a while so they need to provide $$$$ to purchase and replace this luggage, not a measly $30 usd airline credit, per Mara 

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

  Business Response

  Date: 12/09/2022

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

  We are writing in reply to BBB case number 18442639.
  

  We would like to confirm that baggage fee in booking AFUCPK was applied last November 30th, 2022, to the same form of payment. Unfortunately,it is not possible to proceed with the requested refund of damage luggage, we confirm Volaris is not responsible for this type of damage, as well as damages that *** result from excess baggage content, fragile items, or improperly packaged items.
  

  Thank you for your understanding.
  

  Sincerely,
  

  Volaris Customer Resolution

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18442639
  
  I am rejecting this response because: that is insane.  they damaged my luggage so it is not usable and now I need to purchase new luggage.  they MUST pay me cash to purchase replacement of this $500 USD luggage.  I will not accept a credit.  Failure to do so will results in lawsuit. NO EXCEPTIONS
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/06/22 I traveled with 5 of my family members to ****** ****** where I later injured myself before our return flight on 11/13/22. Said injury left me on crutches and unable to walk. Upon arriving at the airport I was wheeled around in a wheelchair through security where my hurt foot was roughly handled and then I was booted off of my wheelchair until the boarding of my plane. That was just the beginning, on our connecting flight from flight Y4 653 to Flight Y4 970 I was not provided any assistance off of the plane. I had to use my crutches down the narrow plane isle and from there was left to make my way down the airplane by myself seated on my bottom. When I arrived to the next plane again I was not transported to my seat instead I again used my crutches down the narrow isle to my seat. My family desperately asked around for assistance and was met with no luck. And to add they also managed to lose a checked bag from our group.

  Business Response

  Date: 11/25/2022

  Dear ********************, 

  We are writing in reply to BBB case number 18416140.

  We are validating your situation; a customer service representative will contact you shortly to review your case in order to provide you a resolution.  
  

  Sincerely,
  

  Volaris Customer Resolution

• Initial Complaint

  Date:11/16/2022

  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.

  Dates of conflict:11/14/2022-11/15/2022 Our first flight with Volaris was delayed almost an hour making my boyfriend and I late to our connecting flight. When we got to the second airport they failed to communicate and we were stranded in *********** for almost 7 hours. They did not update our boarding passes and they us running around the airport trying to find the correct gate. Our passes said B11 and the gate our plane was at was C36. Our flight was set to depart at 9:33PM and we got there around 9:15 and they still wouldnt let us in and the plane had not left yet. We spent nearly 3 hours at the customer service desk and they put us on a flight to *** and we had to pay our money (500 dollars) to get ourselves home to ********** from there. Our options were to stay until the next flight to ********** which was 9:30PM the next day or fly to *** at 4:53AM and at that point we just wanted to get back home. They refused to give us a refund. They wouldnt even offer us a hotel or a taxi if we chose to stay for the next flight to **********. Staff was incredibly rude and laughing at us. There was maybe 10 other people that were in the same situation as us trying to go home. No one understood us, the situation was just extremely stressful, and the airline was completely unprofessional the entire time. The manager left us about 3 times for ***** minutes each time and came back with no solution and was rude.

  Business Response

  Date: 11/25/2022

  
  Dear ******************,
  
  We are writing in reply to BBB case number 18415207.
  
  We regret the inconveniences for affectation of flight 619 CUN-GDL last November 14th, 2022, we would like to confirm next available flight in connection was provided to the passenger flight 344 GDL-*** on November 15th , 2022, and this was accepted and boarded by the clients, due to this situation we issued a compensation in electronic credit for future transportation with Volaris , the electronic credits details were sent to the email address registered in booking UFJT6N.
  
  A refund for the flights does not proceed due to the service was provided.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 11/28/2022

   
  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:11/16/2022

  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.

  My aunt was on ************************* was on Volaris flight Y4364 - on 11/13/22 From MLM (*******) to *** Her luggage did not arrive. She sought help from airport staff and was told to file a claim at the Volaris counter, which was upstairs, away from the luggage area. Once she got upstairs, she had to wait HOURS to speak to someone at the counter who told her to file a claim online and that there was nothing they could do. Since then, we haven't been able to get ahold of anyone from Volaris. Their WhatsApp line is a total joke, most of the time, you get caught off, and it takes hours to even speak to something that resembles a real human person. They have no working number to call and get assistance. I don't understand how they're even allowed to operate in ***************** with such bad business practices. We're looking into legal recourse.

  Business Response

  Date: 11/25/2022

  Dear ******************,
  
  We are writing in reply to BBB case number ********.  
  
  Regarding a complaint due to a delayed baggage, flight 364 MLM-*** last November 13th *****.
  
  We have made several attempts to contact you by phone at the number: ************** with no success. A customer service representative will contact you shortly to confirm your luggage was picked up at ******************* by the passenger and to confirm everything it is ok.
  
  Thank you for your understanding and we apologize for all the inconveniences.
  
  Sincerely,
  
  Volaris Customer Resolution
  

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased 9/17/22 $2807.87 Reservation code: MH3I9H What was supposed to be our return flight home on 9/20/22 turned out to be the worst travel experience ever for my *********** After waiting over 2 hrs in line to check-in for our flight, the Volaris ********* Manager on duty showed a complete lack of empathy and disregard for us. After unsuccessfully trying to check-in at the airline counter or the kiosk, we asked to speak to a supervisor or anyone who could better guide us with what our options were. We observed the Volaris agent scan all of our travel documents on her computer while we waited for her supervisor. Said supervisor made us wait a very long time and kept giving us the run around. The agent at the counter left, and kept wandering back and forth and came back 3 different times, each time assuring us that her boss was on the way. While we were waiting for assistance, still at the counter, they closed the flight on us without any warning whatsoever and we were unable to fly on our original flight back home. They made us wait on purpose so the could sell our seats because we overheard a few people wanting to purchase tickets on the spot. They proceeded to book us on a later flight which departed almost 2.5 hrs later. This is not what I booked, definitely did not get what I paid for. I even paid extra in order to select my seats in my original flight, but the later flight they put us on did not have our seats together. Having taken a later flight caused an array of inconveniences for us especially with my toddler. This company is greedy and conniving. Their employees are discriminatory & unethical & must make commission since they proved they care more about making money than their customers needs. I would have loved to have been informed that they were going to make us wait on purpose. We also ended up having to buy two separate tickets on a different airline. Cannot get a hold of anyone except a robot on the phone or on whatsapp.

  Business Response

  Date: 11/22/2022

  Dear ******************,
  
  We are writing in reply to BBB case 18409997.
  
  We are sorry to hear that you were unhappy with service you received, we want to make travel on Volaris an easy and comfortable experience for passengers. Based on the agreement with our representative and in service to our clients we have issued an electronic credit for future transportation with Volaris, the credit details were sent to email address registered in booking MH3I9H.
  
  Booking: MH3I9H
  Route: GDL-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:11/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 23, 2022 we flew "Volaris" from *********** to *******. Flight number *******. Prior to departure, the pilot went on the intercom and stated that there was a mechanical problem with the airplane and he did not feel it was safe to fly it. Therefore, we would have to deplane. Fifteen minutes later he stated that the issue was being resolved and we would be ready for take off soon. Many passengers became upset and they asked to be let off. However, the pilot initially refused to let anyone off. People became hot and the ** was off. There was a sense of panic and some started chanting to be let off. Some passengers started arguing with each other. The Pilot then offered $150 vouchers to the passengers that chose to remain on board and he allowed others to deplane. We received an email stating that we had 90 to use the voucher, but in actuality it expired 30 days later. After being on ******** messenger for five hours with their associate, I was told they cannot reissue expired vouchers.

  Business Response

  Date: 11/22/2022

  Dear **********************,
  
  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences you may have experienced. We would like to confirm that new electronic credits were issued, and they were already redeemed it in booking ************** and ZILBUX, available to travel in next April 2023, route ***-GDL-***.
  
  We appreciate your comments, they help us to improve and provide you the quality of service that you deserve.
  
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution
  

• Initial Complaint

  Date:11/12/2022

  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.

  I purchased a flight through volaris for a total of ******. Round trip to ************ from ***************** ** airport. The dates were from November 2nd 2022 through November 8th 2022. On my return flight, which was a direct flight about 4 hours long, I only had a carry on bag with me that was well below the weight limit and small enough to fit in the overhead space. When I checked in the staff told me to check my bag due to limited over head space and I accepted believing my belongings would be safe. Once I landed in ****** my bag never made it and its been several days and none of the volaris staff have been able to track or give me any information regarding where it could be. Ive called the customer service center multiple times and every time I called the representatives were rude/ useless and they had no access to any useful tools to even look up where my bag was last scanned. I even showed up at the airport to speak to one of the staff members and I waited an hour just to be told it would arrive Friday November 11th 2022 at 3am but no one has contacted me on whether that was true or not. Everytime I call to get some kind of help they always direct me to file a claim on their website which I have done four times with no answers. The customer service representatives are all rude and useless. My flight reservation code is y83yvy. I have a strong belief that my bag was stolen by the *********** staff. It was probably never properly Checked since it was originally a carry on bag that they insisted on checking for me. Its all so suspicious and the fact that no one knows where it is tells me this could be a cover up. I just want to start the process of being compensated for my lost/stolen bag . I had a lot of important items that I feel I now have to replace which would be well over what I spent on this trip alone. I want to warn everyone traveling with volaris that they could possibly be stealing luggage on international flights.

  Business Response

  Date: 11/20/2022

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

  
  We are writing in reply to BBB  case number 18395600.

  
  We have made several attempts to contact you by phone at the number: ********** with no success. It is important for us to provide the service and resolution you deserve. We will try to contact you hoping you can attend our call. 

  
  Sincerely,
  

  
  Volaris Customer Resolution

• Initial Complaint

  Date:11/11/2022

  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.

  2 Tickets to *********** were bought on 7/7/22 paying $1647.22 via PayPal. On 11/11/22 we received an email notifying the flight was cancelled and we could either cancel or change the date. We select change the date assuming it was the same flight since details were not shown, just an option to select a different date, so we chose a day earlier than original reservation. We received a second email with the the details showing a different flight with a lay-over of more than 11 h. We immediately called to cancel and were told it was not an option since we had accepted the flight already. We asked for a supervisor and after more than 30 min wait, disconnected the call. This happened twice. We are attaching original itinerary, cancellation email, picture of information when making the new reservation, and new flight booking.

  Business Response

  Date: 11/18/2022

  Dear ****************,
  
  We are writing in reply to BBB case number 18394161. 
  
  We regret the inconveniences. We would like to confirm that based on our system a charged back petition was made by the client in booking 
  
  unfortunately we cannot provide a solution, we suggest check this information directly with your bank institution. On our side we are validating this with our revenue assurance area. 
  
  Reservation code: Q4VSHB
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 11/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by Volaris in reference to complaint ID ******** and found it incomprehensible. We followed-up with our Bank and it was resolved to our satisfaction.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:11/10/2022

  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.

  We had a typographical error on my last name on the ticket or reservation. While filling out the reservation online somehow it added my last name again misspelled. I noticed until I was at the airport checking in. The Airline wanted to charge me $75 dlls to correct the last name on the reservation. It was not a change of reservation or person, it was just to correct the last name. This is predatory practices. Please investigate and have them change their predatory practices. This company is known for this.

  Business Response

  Date: 11/16/2022

  Dear ****************,
  
  We are writing in reply to BBB case number 18387245.
  
  We would like to confirm that booking R9PCWS was purchased through the website last October 21st, 2022, passenger name was registered as ****************** ******, we understand that was a typo mistake made by the client however, it is the client's obligation to provide Volaris complete and correct information of the user related to the services contracted through the site. In case there is needed to make a correction the corresponding charges will apply.
  
  Validating the reservation, no charges were applied in booking for a name change o correction, at the same time we confirm flights were boarded.
  
  We regret the inconveniences for nay bad attitude service from the staff at Airport, we are working to provide you with the quality of service you deserve, we appreciate your comments.
  
  Booking: R9PCWS
  Route: TIJ-GDL-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18387245
  
  I am rejecting this response because:

  
  There was not a charge because I refused to pay it. I just left the counter and the lady at the counter said to me that if I did not pay to correct the name, they will not let me board. I did not comply and left to the boarding area. 

  The fact that I did not pay $75 dllrs to correct a typographical error on a name does not justify that the Company is engaging in predatory practices that should not be allowed in ****************************. 

  I am complaining and writing to you  because I want them to change their predatory practices. it takes them 2 seconds to correct a typographical error. it is an excessive charge to do that.

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

  Business Response

  Date: 11/22/2022

  Dear ****************,
   
  We are writing in reply to BBB case number 18387245.
   
  We would like to confirm that it is the client's obligation to provide Volaris complete and correct information of the user related to the services contracted through the site. In case there is needed to make a correction the corresponding charges will apply. 

  The client accepts that the access and/or use of the site is at their own risk and that in no case will Volaris be responsible for any loss, damage and harm caused, directly or indirectly, by the aforementioned use of the site. and/or its content or due to its inability to use it.

  Booking: R9PCWS
  Route: TIJ-GDL-TIJ
   
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution