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:02/25/2025

  Type:Billing 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.

  Booked a flight with Volaris.2 hours later, i called to see if i can cancel or push to a different flight. The **** told me that he will have to charge me $99 to cancel and i have to cancel now if need to cancel. At this time, I told him "DO NOT CANCEL" as I need the flight. Then, he hung up. 5 minutes later, i got an email stating it was cancel and credit (not sure how much) will go to my credit card. Called again, and my phone is blacklisted. i don't get through.

  Business Response

  Date: 03/12/2025

  Dear Mr. *********** style="line-height: inherit; color: rgb(41, 50, 57); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; background-color: rgb(248, 249, 249);"> 
  We are writing in reply to BBB case number 22990892.
   
  We would like to confirm that your refund request submitted through our self-service portal has been successfully processed to original payment method last February 25th, 2025.
   
  *Booking number: JG76QD
  *Refund Amount: $ ****** USD
  *Payment Method: Visa ending in 6064 
  

  Please allow ***** business days for the funds to be reflected in your account statement. Processing times may vary depending on your bank or card issuer.
   
  If you have any questions, please don't hesitate to contact us.
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:02/25/2025

  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.

  Airline had an issues landing and landed at a different destination, Volaris did not want to pay transportation/hotel. They were rude and disrespectful at the ****************

  Business Response

  Date: 03/12/2025

  Dear Ms. ***************** are writing in reply to BBB case number ********.
  
  We would like to confirm inform you that, a refund or payment of expenses incurred due to the diversion of flight due to weather conditions,does not apply. Unfortunately, as per our policy and current regulations, weather conditions or external events that prevent the flight from taking place are not attributable cause to Volaris.
  
  We understand that this situation can be frustrating, and we sincerely apologize for any inconvenience it may have caused you.
  
  Booking: T7HFWR
  Route: MEX-TIJ-CJS
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:02/24/2025

  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 paid $650.52on January 1st 2025 for Volaris airlines tickets . Now its close to going to my vacation en *********** . I dont have plane tickets they said they are cancelled. I dont have my money either. ******* is trying to get my money back but they said 90 days . I need to leave March 13 2025. 1855 Volaris

  Business Response

  Date: 03/14/2025

  Dear Ms. ***** *******,
  
  We are writing in response to your BBB case number 22984723.
  
  Thank you for providing the evidence you have shared with us. Regarding your case, we would like to inform you that our purchasing process only allows credit or debit card charges through official channels, such as our website, mobile app, or our official phone lines, which are exclusively available for flight ticket purchases and additional services.
  
  Upon reviewing the contact information and phone number you provided as evidence, we have confirmed that they correspond to unofficial Volaris channels, and these contacts do not belong to our company. Additionally, the reservation number you shared does not match a valid number in our system or with our business partner, *********
  
  It is important to note that if you, as a customer, share your data with an intermediary, third party, or anyone external to Volaris, you are exposing your information. Unfortunately, we cannot be held responsible for any mishandling of your personal data.
  
  For your reference, we are providing the numbers for our official customer service channels:
   
  *******: 55 11 02 80 00
  **************: +1 855 VOLARIS (8652747)
   
  We confirm that Volaris has not received any charges related to the reservation you mentioned, which, as we stated, does not exist in our system.
  
  We appreciate your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:02/23/2025

  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.

  In February 18th a round trip flight was purchased for February 21st and February 24th (MCO to GDL and back). Got the flu and couldnt travel last minute. The cost was $423. I knew the outgoing flight was a wash but based on my fare, my ticket included an option to change my return flight without fees, just paying the fare difference. So I shouldve at least been able to change the return flight and not lose out on the entire purchase. I tried this several ***** ****** and got an error that services from the original flight were unavailable and to call customer service. **************** claimed to be able to help me book a new flight, but the prices they quoted were triple what I saw online. They claimed (yes they, I talked to multiple people), theyre unable to offer the online price because they work in a different system. They also claim, that they cannot help bypass or remove the error I experienced so that I can book myself online and get the online price. But somehow, they did have the ability to book a new flight on my behalf if I was willing to pay the ridiculous prices they quoted (ie $50 fare difference online was quoted at $150 on the phone and $60 was quoted at $300). I asked if they could just give me a flight credit for the return. Of course that wasnt an option either. You advertise the ability to change the flight, refuse to fix the error to allow me to do so, then price ***** the only solution at the call center? Completely misleading, shady, and unacceptable to operate this way. These policies are clearly by design, leaving the call center employees on the front lines and they were clueless. One tried to upsell me on additional bag charges for $75 instead of figuring out reasonable options for the issue at hand. Hoping they do whats right and credit the return, but I have a feeling Ill end up dealing with this with the bank.

  Business Response

  Date: 03/14/2025

  Dear Ms. *************************** are writing in reply to BBB case number 22980000.
  
  We understand that travel plans can change unexpectedly, and we would like to confirm that, in service to our clients, we have supported you by issuing the total amount of your booking (TEGMTZ) in electronic credit for future transportation with Volaris. The electronic credit information has been sent to the email address registered with your booking. Please note that if the electronic credit is not used before the reservation deadline, it will be forfeited and cannot be revalidated.
  
  Booking: TEGMTZ
  Route: MCO-GDL-MCO
  
  Consumers who purchase nonrefundable tickets but are unable to travel due to personal reasons, such as illness or arriving late to the airport, are not entitled to a refund.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:02/22/2025

  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.

  My wife and I were denied a flight home from our destination on Friday February 21 at 7pm due to the airline selling too many tickets and not having enough seats. The airline changed our flight to 24 hours later and we were giving a voucher for a hotel. At this time we were not told that if we took the voucher, we could no longer request a refund of our funds. I would like the business to reimburse me to the credit card that they have on file.

  Business Response

  Date: 03/13/2025

  Dear Mr. ****************** are writing in response to BBB case number 22975935.
  
  We deeply regret the inconvenience caused by the flight affectation. We would like to confirm that the next available flight was provided for travel on February 22nd, 2025, on the GDL-OAK route, and we can confirm that the flight was successfully boarded.
  
  As compensation for these inconveniences, we will proceed with a wire transfer. Please provide the required bank details at your earliest convenience so we can initiate the compensation process.
  
  Booking: JHBWGN
  Route: GDL-OAK
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 03/17/2025

   
  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,
  
  **** *******

  Customer Answer

  Date: 04/21/2025

  Complaint: 22975935
  
  I am rejecting this response because: I had accepted a wire transfer. Only half of the amount was ever sent, which is why I am reopening the case.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/25/2025

  Dear *** *******, 

  Attached you will find corresponding transfer receipt, we kindly suggest verifying the transaction directly with your banking institution.
  
  We reaffirm our dedication to supporting our customers and remain at your service.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 04/28/2025

   
  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:02/15/2025

  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 ticket for my father. I paid for their flexibility combo (unlimited flight changes). His original flight was scheduled for February 27th. I made the change for 20th. Online, I was making the change and clicked for the website to be listed in ENGLISH. However, the money part was all in Spanish. And did not convert to English/dollars. I was charged additional money without understanding due to the money being in pesos and not dollars. I called customer service and they wouldnt help because they said I consented. Even though I explained how it was not clear in English. But they wouldnt help me.

  Business Response

  Date: 03/06/2025

  Dear Ms. *********** style="line-height: inherit; color: rgb(41, 50, 57); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; background-color: rgb(248, 249, 249);"> 
  We are writing in reply to BBB case number 22947568.
   
  We would like to confirm that itinerary change to travel on February 20th, 2025, in booking WCBPQC was applied last February 15th, 2025, through the website, the corresponding difference in rate was applied for an amount of $ ******** MXN.
   
  We regret the inconveniences in which you tell us that you were not satisfied with the process, however, we would like to inform you that when the client enters to the website, he/she has the option to customize language and currency of their preference.
   
  According with money exchange of the date of transaction, the paid amount in dollar was for an amount of $ ****** USD.
   
  Booking: DKUTTR
  Route: MLM-MDW
   
  We reaffirm our dedication to supporting our customers and remain at your service.
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:02/11/2025

  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 had a flight booked with this business. They refused to let me board the plane, did not give me a refund or exchange my flight. They did not allow me to check in. They told me that my passport was invalid and that is not true. I have traveled for many years with the same document. Contact phone for them is: ************* Email: ************************************** I have tried to contact them, and they offer no resolution.

  Business Response

  Date: 02/13/2025

  Dear Ms. ****************** are pleased to inform you that a satisfactory resolution has been reached regarding case number 22927210.
  
  We have contacted our customer, ******** *******, and provided a solution, by reintegrating total amount of booking FK6EKE in electronic credit for future transportation with Volaris.
  
  Based on the above, we confirm that the case has been successfully addressed and resolved to our customers satisfaction.
  
  We reaffirm our dedication to supporting our customers and remain at your service.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 02/17/2025

   
  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:02/11/2025

  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 traveled from ***********, ****** to *******, **. The prior day, I attempted to pay for our luggage online but the "submit" button was grayed out. I decided to pay at the airport for our checked-in bag. On the day of my flight, I arrived at the airport and attempted to check the bag. The woman at the counter was trying to charge me nearly $40 more than the fee on the app. I told her I would try to check in my bag on the app again. I went in and was able to pay; however, I made a mistake and paid for a carry-on rather than a check-in bag. I attempted to cancel the transaction, but the *** does not have a feature for this. I approached a Volaris supervisor, ******* *********, at the airport seeking assistance. She told me to pay for the checked bag and to contact Volaris customer support to get a refund and indicated Volaris would pull that information from their system. I relied on Ms. *********** word and paid for the correct luggage on the ***. I contacted customer service on 2/2/25 and they refused to refund me the initial payment I made. I explained to them that the *** should be revamped to allow customers to cancel if needed because mistakes do happen and told the gentleman, **** (from Volaris) that Ms. ********* from Volaris told me I would get a refund for the luggage I had paid and did not have. I have attached the double payment made to Volaris on 2/1/25.

  Business Response

  Date: 03/06/2025

  Dear Ms. *********** style="line-height: inherit; color: rgb(41, 50, 57); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; background-color: rgb(248, 249, 249);"> 
  We are writing in reply to BBB case number 22926723.
   
  We would like to confirm that booking WCBPQC was acquired with Zero Fare, the baggage allowance international flights with this type of fare, only included 1 personal per passenger. In case passenger needs to add additional carry-on, additional baggage or if the baggage exceeds the maximum allowance, the corresponding fee has to be paid.
   
  We regret the inconveniences in which you tell us that you were not satisfied with price cost of luggage fee through or sales channels; in this regard we would like to comment that fees are subject to availability, we confirm the prices vary depending on when these services are purchased. The services have a different cost if they are purchased at the time of purchase, pre-flight or at the airport, the costs are indicated on our website. Its suggested to purchase the service prior to your flight or also at the time of booking purchase so the cost is lower.
   
  We understand that you indicated you made a mistake and paid for a carry-on rather than a check-in bag, after an internal investigation we were confirmed that, customer arrived at counter and mentioned this situation, however, additional services added by the client through our digital channels are not refundable.
   
  In service to our clients and fore one-time exception, we could support you by reintegrating the total amount of carry-on fee in electronic credit for future transportation with Volaris, for a corresponding amount of $ ****** USD. 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 total fare (base fare, taxes and additional services).
  

  Booking: WCBPQC
  Route: GDL-PHX
   
  Thank you for your understanding.
   
  Sincerely,

  
  Volaris Customer Resolution

  
  

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22926723
  
  I am rejecting this response because:

  Due to this incident and their response to this complaint, I will not be flying with Volaris in the near future. Therefore, giving me credit of $100 to fly with Volaris does not resolve the issue at hand. I suggest Volaris be more customer satisfaction-focused and revamp its *** to include a cancellation option because mistakes do happen. I will reiterate, I paid for 4 pieces of luggage from *********** to *******, ** when we only had 2 pieces of luggage. Paying for a checked-in bag was not an additional service, it was the only service I should be paying for. I sought guidance from a Volaris supervisor, ******* *********, at the airport before departing and paying for the correct luggage on the *** because a situation like this would happen (Volaris not taking any accountability). She informed me that I would get a refund, but I would have to contact customer service. I inquired about a cancellation button through the ***, and she told me there were no other options. The customer should not be liable for the inconsistency with the company across the board and their inability to have a customer-friendly ***. 

   

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

  Business Response

  Date: 03/10/2025

  Dear Ms. *********** style="line-height: inherit; color: rgb(41, 50, 57); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; background-color: rgb(248, 249, 249);"> 
  We regret the inconveniences this may cause to you, however, as you confirmed it was a mistake on your part and in a self-management process by the client, Volaris assumes no responsibility for this situation.

  We reiterate our offer by reintegrating requested amount through electronic credit for future transportation with Volaris, hope you can consider this offer. In case you decide to accept it, please be so kind to confirm to issue and share electronic credit details. 
   
  Thank you for your understanding.
   
  Sincerely, 
   
  Volaris Customer Resolution

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22926723
  
  I am rejecting this response because:
  

  It is the company's duty to design an application that encompasses several crucial aspects ensuring the app aligns with the business goals and user needs. The customer should not be liable for the poor design of the Volaris app. Volaris has failed to ensure their app allows users to cancel any transaction made whether in good faith or by error. Secondly, I reiterate I am not inclined to utilize Volaris services in the near future because of this particular experience. I attempted to remedy the situation at the time it occurred; however, due to the poor design of the Volaris app I was unable to do this. I sought the help of your experienced Volaris Supervisor ******* ********* at the counter and she referred me to customer service. Ms. ********* told me she was unable to help me. Therefore, the customer should be liable for **********************' inability to assist the customer at the time of the incident. If the app allowed me to cancel the transaction it would have been done immediately. The company has been in business for a few years and should actively monitor user feedback and use it to improve the app. Volaris is failing to take accountability by designing a poor app that leads to a frustrating user experience, confusing interfaces, and a lack of intuitive features, ultimately hindering user engagement and satisfaction. Lastly, it is evident Volaris designed this app for financial gain by not allowing a customer to cancel a transaction. 

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

• Initial Complaint

  Date:02/10/2025

  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 purchase a ticket for my daughter with insurance ( unlimited changes) to use Jan 18 /25, I had to change the flight to September 25/25 , originally I had paid 180 dls on July23/2024) when I wanted to change the ticket they will Not Honor the price online so they charge me 108 dls more , that I paid latter i found that they did not added the previously paid services of unlimited changes ) so i sent an e mail since is the only way to get a response from them, they told me they were going give me a response in 24 /- 48 hours a month !!!went by and now they sent me an e mail saying that ticket was cancel, so now i have lost 150 dls that i paid for the first ticket with a vaucher for a different flight that they Also cancelled for me not only they would not sell me the ticket at the price advertised online , but then latter scammed me and sold me a new ticket but no additional benefits that i had already purchase, and THEN they Cancel my flight, i have all the invoices that everything was paid.

  Business Response

  Date: 02/12/2025

  Dear *** ******, 

  We are writing in reply to BBB case number 22920026.
  
  We confirm that based on our system a charged back petition was made by the client in booking G8RP9V, after a validation with our revenue assurance area, we were informed that this charged back petition came out in your favor, the bank withdrew the funds from Volaris and due to this situation flight was removed, we suggest to verify it directly with your bank institution.
  Due to booking was partially paid with an electronic credit for an amount of $ ******** MXN, for one time exception we have issued new credit for this amount. Electronic credit details were sent to email address ************************************.
  
  Booking: G8RP9V
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:02/08/2025

  Type:Sales and Advertising 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 called the airline to see if I can buy the travel dates option due to everything that was going on with ICE. I couldnt go on the trip due to that I have a son who has an IEP he has a disability. There was a lot of things happening these past weeks raids happening just about anywhere even schools. As a mother I just couldnt go and see my parents while there could have been a possibility of something happening to my son. Traveling was the last thing on my mind and Volaris just doesnt want to help its people!! I always fly thru them and its just sad how they cant understand certain situations that people come across unexpected. I wasnt asking for a refund although that would be nice. But a voucher for a purchase on a later flight. My husband had bought me the ticket to go see my parents whom are in ******. I had my flight for January 31-February 7, 2025.

  Business Response

  Date: 02/11/2025

  Dear Ms. ***************** are writing in reply to BBB case number 22916805.
  
  We understand that travel plans can change unexpectedly, we would like to confirm that in service to our clients we supported you by reintegrating total amount of booking YKGE9U in electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in booking.
  
  Booking: YKGE9U
  Route: MDW-MLM-MDW
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution