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:11/08/2022

  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.

  We have a trip scheduled to ****** via Volaris Airlines in November of 2022. Reservations Under:*********************** and *************************** Confirmation LHSK7R On October 26th, I received an email stating that there was a change to the itinerary. At that point, we had an option of accepting the change or opting for a voucher, we selected the voucher option. Several days later, I received a voucher for *********************** but not for ***************************. I called Volaris customer service and was told that the voucher under *************************** was canceled due to my credit card declining for the additional fees to cover luggage fees. I used the same credit card for both reservations and *************************** reservation did not decline. I was never notified that my reservation was cancelled. Volaris claims that they made several attempts to reach me via e-mail. I checked my e-mail including my spam and have never been notified. I would like to get the value of my voucher back. Which was $5,361. 00 pesos. Which is what the voucher was worth when this reservation was originally made. These two reservations were from a previous un-used. ********** previously mentioned, my travel companion *********************** received his voucher, but I did not. Thank you,***************************

  Business Response

  Date: 11/14/2022

  Dear ****************,
  
  We are writing in reply to BBB case number 18374061.
  
  We regret the inconveniences. We would like to confirm that based on the agreement with our representative we issued new electronic credit for future transportation with Volaris for the total amount of original electronic credit, we confirm credit expiration date is next February 10th, 2022. The electronic credit details were sent this same email address.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 11/22/2022

   
  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:11/08/2022

  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 had originally purchased a tickets for 11/19/22 and I needed to change it to 12/10/22. When I went online I clicked on the date of 12/10/22 but I noticed it kept defaulting to the date in November. I refreshed the page and selected 12/10/22 again. I finalized the transaction and noticed that the flight was changed from 11/19 to 11/12. I called immediately (customer service) and they said that they could not help me since it was my mistake. I called within 5 minutes of the transaction and they wanted to charge me the change fee again. They were rude and told me it was my fault and should have reviewed. Regardless, of who's fault it was it was an honest mistake. I don't see how Volaris can be so money hungry to charge a customer for a simple request. All that I ask is that the flight is changed to 12/10 without another fee. Thanks D6U88V Is the confirmation number

  Business Response

  Date: 11/17/2022

  Dear *** *********** style="color: rgb(47, 57, 65); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; font-size: 14px; background-color: rgb(255, 255, 255);"> 
  We are writing in reply to BBB case number 18373835.
   
  We have made several attempts to contact you by phone at the number: ********** with no success in order to provide you an alternative to this complaint.
   
  We would like to confirm that according to the terms and conditions for any itinerary change (time, date, or route) customer must cover the corresponding fee charge plus the applicable difference in rate. At the same time, we confirm that the reported itinerary change was applied by the client through the Volaris website and the corresponding fees and difference in rate were applied and cost was accepted by the client.
   
  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.
   
  We understand you informed us it was a mistake on your side, in service to our clients and for one time exception we could support you by reintegrating the second itinerary change cost, for an amount of $ ***** USD, in electronic credit for future transportation with Volaris with the following conditions:
   
  *90 days to book (You can travel on the date and destination you prefer, as long as the flight is published).
  *Applies only for base fare, does not apply for taxes and additional services.
  *Non-Transferable.
  
  Booking: D6U88V
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:11/06/2022

  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 was charged for my carry on at the airport the amount of $85USD, however, on the app it was $800MXN. I poceeded to tell the volaris personal it was cheaper in the app to which they responded there was nothing they could do. Attached is the receipt which shows date and amount charged.

  Business Response

  Date: 11/09/2022

  
  Dear **************,
  
  We are writing in reply to BBB case number 18366669.
  
  We confirm that based in our system reservation K8J4MF 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 has to be paid. The charge applied at airport was correct. 
  
  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

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18366663
  
  I am rejecting this response because: The airport agent should have adviced to get the carryon option in the app as it is cheaper before checking me in. She waited until after she checked me in to tell me of the carryon.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/22/2022

  Dear **************,
  
  We are writing in reply to BBB case number 18366669.
  
  We would like to confirm that after a revalidation your reservation K8J4MF was acquired with the Basic Fare, the charge applied at airport for the luggage was correct. In service to our clients and for one time exception we could support you by reintegrating  total amount of $ ***** USD in electronic credit for future transportation with Volaris, in case that you consider accepting our proposal, the electronic credit would have the following characteristics:
   
  *90 days to book (You can travel on the date and destination you prefer, as long as the flight is published).
  *Applies only for base fare, does not apply for taxes and additional services.
  *Non-Transferable.
  
  Thank you for your understanding.
   
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 12/05/2022

   
  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:11/05/2022

  Type:Customer Service 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 is a fraudulent company that rips off their clients with their system tactics. Originally they sold me a ticket round trip that I couldnt use so they gave me an electronic credit to purchase another ticket. That I did one for my me and wife I also purchased a flex option to make changes as I was not sure on the date. What they didnt clarify was that I couldnt make the change on line since I used an electronic credit so I had to call an **** number. When I called the difference on fare was more then the original ticket or more than the actual ticket price if I just purchased a new one. Then why will use this I can just let be lost and buy a new ticket and save money. Im requesting an actual cash refund of the value of the electronic credit plus what I paid for the flex option, since their is no benefit and will be more costly to use it. I been ripped off twice by Volaris.

  Business Response

  Date: 11/08/2022

  Dear ****************,
  
  We are writing in reply to BBB case number 18363728.
  
  We regret the inconveniences you may have experienced. We would like to confirm that based on the agreement with our representative we applied an itinerary change with no charges in booking IHZNUX, available to travel in next May 29th, 2023.
  
  We are already validating the presented situation and we are working to provide you with the quality of service you deserve, we appreciate your comments.
  
  Booking: IHZNUX
  Route: SMF-GDL
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:11/03/2022

  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.

  Had previously filed a complaint around a flight that was moved 2 days later without any notification (the address the airline claimed to have sent the notice to was fake and did not match any of our actual emails)BBB Complaint Case# ******** After filing complaints here on *************************** DOT, a Volaris representative emailed claiming that I would be refunded of the booking. I was originally charged $242.21 including add-on baggage fees, but was only refunded nearly 5 months later for $212.20. Booking agent claims that add-ons are non-refundable. This is unacceptable that I am still being made to pay for add-ons that I clearly did not use on a flight I could not take because the airline refused to honor the scheduling as it had originally advertised.

  Business Response

  Date: 11/11/2022

  Dear **************************, 

  We are writing in reply to BBB case number 18356261.

  We would like to confirm that refund of booking YI8VQH was not processed due to previously we asked you to confirm us if the payment method was still active to process it and we did not received reply, unfortunately the payment was made in March 2022, and our system does not allow refunds of payments older than 7 months, it will be necessary to make it through a wire transfer.
  Please send us the following documents:   

  *ID of the person who pay the reservation, in this case ************* (Only front side)
  *A bank statement only showing the requested Data, a voided check or letter wire transfer sign by the client with the information: Bank name, account holder,account number and routing/ABBA number and SWIFT code.
  

  Once that we receive your information, we begin the refund process and you will be able to see it in your account during the next ***** working days.
  

  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18356261
  
  I am rejecting this response because:
  I never received any follow-up email asking for confirmation of payment method as company is suggested.

  They had promised to refund original method of payment. 

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

  Business Response

  Date: 11/25/2022

  Dear **************************,
  
  In reply to BBB case number ********, we would like to inform that after a revalidation regarding the refund, we confirm refund of booking YI8VQH was applied into the same form of payment last June 20th, 2022 for the total payment of $ ******** MXN.
  
  We confirm purchased of booking was made through the website and based on our system the original payment was applied in pesos for a total amount of $******** MXN and according to exchange rate of purchases and refund there may be a variation that we suggest you can corroborate directly with your bank institution.
  
  We already request with our accountable area the corresponding refund receipt, as soon as we receive it, we will share it you.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:11/03/2022

  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 contacted volaris customer service via the phone, website and chat for 4 days now repeatedly to get a credit for a pending flight because the passenger has covid and they won't help me. They have ignored my requests and their responses do not make sense or have anything to do with my request. They are not helping at all.

  Business Response

  Date: 11/07/2022

  Dear ******************,
  
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that client in booking KFMYPN boarded her flight last Saturday, November 05th, 2022, from *** to GDL, at the same time we confirm returning flight is available to travel in next November 12th,2022. In case client cannot make the returning flight, we confirm our commitment to support you by reintegrating the amount of such flight in electronic credit for future transportation with Volaris.  
  
  Booking: KFMYPN
  Route: SJC-GDL-SJC
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 11/07/2022

   
  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:10/31/2022

  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.

  On October 11th I bought plane tickets through ****** application, the airlines were AeroMexico/Delta for outgoing and Volaris return. On October 24th I checked on my trip status, having found out that one of my brother's flights on similar dates with the same airline (Volaris) had been modified without his knowledge. That is when I noticed that my outgoing flights were not accepting any type of luggage, checked or otherwise, so I proceeded to cancel my flights. Outgoing flight went smoothly, and I got my money back the following day. on the 25th of October I decided to book round trip flight to make sure I had luggage which being less than two months from departure, tickets had gone up. Now I didn't mind so long as I had at least a carry on. Once I had that secured, I proceeded to cancel my original returning flight with Volaris, which takes us to today, no one is helpful, and I am being told I cannot get my money back or that I have to use their website and vice versa. At this point they have me running around in circles with no answer and still no refund or credit applied. All I want is to either use my money from the original flight that I want to cancel to either get moved up to business or first class. Or be able to use a checked bag.

  Business Response

  Date: 11/01/2022

  Dear ********************,
  
  We are writing in reply to BBB case number 18339364.
  
  We appreciate the time you took to take our call today, November 1, 2022.
  
  We would like to confirm that, based on the agreement with our representative, the ****SJC flight from the booking S8JYSV was removed and an electronic credit was generated for the total payment, this credit was applied in booking JCB65G for checked baggage service for an amount of $151.99 USD. The reservation is valid to travel in next December 11 to 25, 2022.
  
  Booking: JCB65G
  Route: SJC-****SJC
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 11/03/2022

   
  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:10/30/2022

  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 October 30, 2022, at around 6:00 pm, I changed the date of my return flight to ***********, **, from ***********, ******. I used the Volaris.com website from my cellphone. The information in the website stated the the change I wanted to make would cost $9:00 USD. There was no there no other clear information that there would be other charges during the whole process. But after I had entered all my debit card information and pressed pay, a receipt appeared with a charge of $239.70 USD to my debit card, which was a big surprise for me. There was no information prior to the payment showing that I was going to be charged that amount of money, nor any detailing of all the fees they were intending to charge me on top of the $9.00 USD misleadingly listed on their website. I immediately called their customer service number. After being held on the line for a long time, a customer service representative informed me that I could not cancel the charge, and that there was nothing she could do for me. I asked to speak to her supervisor, but I was left on hold for eternity, until I hung up and decided to look for support at BBB. The reservation code of my ticket is REPDWD. The change of date in my return ticket was form Wednesday, November 9, 2022, to Tuesday, November 8, 2022. I would like to be charged $9.00 USD for this change of date, as is stated in the Volaris website. If I had been presented with a prepay form stating what I was actually going to be charged $239.70, I wouldnt have submitted my payment. I wouldnt have made the change of date. The website information is misleading. Thank you for your help. I would appreciate any help you can provide to me.

  Business Response

  Date: 11/03/2022

  
  Dear *********************************,
  
  We are writing in reply to BBB case number 18335324. 
  
  We confirm that according to the terms and conditions for any itinerary change (**********, or route) customer must cover the corresponding fee charge plus the applicable difference in rate. At the same time we would  like to confirm that the reported itinerary change was applied by the client through the Volaris website and the corresponding fees and difference in rate were applied correctly, and cost was accepted by the client.
  
  Booking REPDWD is available to travel in next November *****, 2022.  
  
  Route: SAT-GDL-SAT
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:10/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I PURCHASED A FLIGHT TICKET FROM ******* TO ********* FOR OCT.31 WITH A RESERVATION CODE OF CEEDUK THAT WHEN I USED IT, IT WASN'T VALID. I CALLED VOLARIS BUT THEY ASKED FOR ME TO PUT A CLAIM ON VOLARISEXPERIENCE.COM WITH A CLAIM NUMBER *******. I REALLY NEED TO FLY OCT. 31 SO I PURCHASED A NEW FLIGHT TICKET AND HAVENT GOTTEN REIMBURSED FOR THE ONE THAT DIDNT WORK. I NEED HELP GETTING REIMBURSED FOR THE FIRST TICKET I PURCHASED THAT SOMEHOW WAS CANCELLED BY VOLARIS.

  Business Response

  Date: 11/03/2022

  Dear **********************,
  
  We are writing in reply to BBB case number 18334310.
  
  We would like to confirm that total refund of booking CEEDUQ was applied into the same form of payment on file last October 21, 2022, for a total amount of $ ****** USD.
  
  We suggest to verify it directly with your bank institution.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 11/07/2022

   
  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:10/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a trip from ******* to ******. I leave on the 19th and return on the 25. I first had my departure changed on the 19th. I was able to fix that. Then I received another email that my flight was changed from the 25 to the 27. We looked at options and we selected one on the 25th. Leaving at 6:50am. Today I received an email that it was for the 24th. On thanksgiving day. We have our annual party on that day. I called early this morning to have it fixed . Spoke to two different people and they wanted to charge me for the change. I told them that I had selected the 25 but it showed the 24. Wanted to charge me $9,000 *** when that is what it would cost me to buy new tickets. I checked their flights going out and its still available. Asked why I was bumped if they still had the flight going out. The only thing they would say is if I wanted my original flight I would have to pay. I dont understand if I was already on it.

  Business Response

  Date: 11/04/2022

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

  We acknowledge receipt of your complaint #********, we are reviwing your case in order to provide a you a resolution. A customer service representative will contact you shortly.
  
  Sincerely,
  

  Volaris Customer Resolution