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:10/28/2022

  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.

  My flight was delayed more than 3 hours without notice or any compensation, I purchased a seat and someone else took it and I informed flight crew and said they cant do anything about it, my luggage came back damaged and was charged more knowing that I had less than the weight limit. When I purchased my seat I was supposed to be on the window and the other person insisted it was theirs and I feel like I was disrespected and paid a seat that I never got to sit on.

  Business Response

  Date: 11/03/2022

  Dear ****************,
  
  We are writing in reply to BBB case number 18330185.
  
  We regret the inconveniences for delayed flight Y4 934 ***-*** last September 07th, 2022. 
  
  Based on the agreement with our representative and in service to our clients we issued an electronic credit for future transportation with Volaris as compensation for the flight delay, the details were sent to email address registered in booking F69LNY. 
  
  We understand that Volaris' service failed to meet your personal expectations, we hope that you will consider Volaris again for future travel and look forward to the opportunity to provide you service more in line with your expectations.
  
  Booking: F69LNY
  Route: MEX-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  

• Initial Complaint

  Date:10/26/2022

  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.

  I purchased 2 round trip tickets of which I needed to change dates. Paid the extra $300 for this. Volaris never updated this in their system therefore I couldnt use my tickets when I had to travel. I had to purchase and travel with another airline due to Volaris mistake. *** requested they reimburse the total amount. This is over a MONTH ago. Their support is absolutely terrible. They hang up on you or make it impossible to get your refund. I am utterly amazed that we are allowing this SHAM of an airline operate in the US. Its a scam, they should be sued for scamming people out their hard earned money.

  Business Response

  Date: 11/03/2022

  Dear *****************,
   
  We are writing in reply to BBB case number 18316639.
   
   We would like to confirm that booking FCKUVG was purchased through an agency, in this case Expedia, last May 20th *****, and no attempts of itinerary change were applied in booking. According to Volaris policies a refund for a No-Show flight does not proceed, 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.
   
  At the same time we understand that your travel plans can change unexpectedly, that's why in service to our clients we could support you for one time exception, by reintegrating the total amount of 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:
   
  *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).
  *Applies in a single exhibition.
  *Non- Transferable. 
  

  Booking: FCKUVG
   
  Route: SAT-MEX-SAT
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution
   

• Initial Complaint

  Date:10/21/2022

  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 purchased a flight to *******, ****** and was notified by the airline my flight had been cancelled. As a result, I was given a voucher in the amount my original ticket to purchase a new ticket in the future. When I went to go buy a new ticket, the voucher was not working. I called the airline and they said there was nothing they could do and that I had to submit a request via "tuexperiencia.volaris.com" and they would get back to me within a couple of days. I submitted my request on September 1st (request #*******) and have not heard back. All I want is to be able to use my voucher because I already spent the money but no one from the airline will assist with this issue. When I called the airline to see if someone could help they keep saying I have to wait but I've already waited ~2 months. When I called, they said the issue is with my middle name and that when they remove it from the voucher it should work.

  Business Response

  Date: 10/25/2022

  Dear ******************, 
  
  We are writing in reply to DOT case number 18297390. 
  
  We regret the inconveniences you may have experienced. We would like to confirm that new electronic credit were issued, the details were sent to email address registered in booking WB6JJZ.
  
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution
  

• Initial Complaint

  Date:10/21/2022

  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.

  reference for previous claim ******** I got contacted from Volaris, they offered me credits in there airline. As I mentioned, their credits are useless for the following reason:- I already have credits and worth nothing.- I tried to use credits to pay for he $75 and was not allowed -credits cannot be used while purchasing online, only calling to customer service and the ticket from them is MORE expensive, so ended loosing the "credits"I was asked to pay in cash and I want my money back

  Business Response

  Date: 10/26/2022

  Dear *****************,
  
  We are writing in reply to BBB case number 18248156/18295529.
  
  We confirm that based in our system reservation M4SSMB purchased by the client through the website last September 10th, 2022 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 has to be paid.
  
  The corresponding charge at airport for a carry-on luggage was applied correctly,in this case the refund request does not proceed. 
  
  Thank you for your understanding. 
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:10/19/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ticket to flight for my mom. Im the booking confirmation I received on email says that the ticket includes a personal item and a personal cabin bag that should not exceed 10kg combined.When she got to check in, she was asked to pay 75 dlls!!! for that cabin bag.We showed the confirmation and where it clearly said it was included, but they We are confused and that their system was chowing otherwise.My mom had some volaris credits to use and they didnt take it either :(I tried to call and ask for more information about it, but there is no customer services phone line for complains :( only online file report.I havent heard from them either . It has been just one day, but I feel so hopeless to deal with this company. This company seems to be very protected from everywhere, there is no way to contact them, to ask for my money back. They know they have the power compared to a 70 years old lady and they are willing to ask her for 75dlls knowing she has to take the airplane, she does not feel like empowered to ask for what is right. Even I tried and it was very frustrating. The front desk people know we have no power, they abuse their customers.Attached, you can see how clearly states that the cabin bag is included and yet they made us pay 75 dlls

  Business Response

  Date: 10/26/2022

  Dear *****************,
  
  We are writing in reply to BBB case number 18248156/18295529.
  
  We confirm that based in our system reservation M4SSMB purchased by the client through the website last September 10th, 2022 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 has to be paid.
  
  The corresponding charge at airport for a carry-on luggage was applied correctly,in this case the refund request does not proceed. 
  
  Thank you for your understanding. 
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18248156
  
  I am rejecting this response because:

  In my booking receipt says (attached in this e-mail) says that my ticket includes both a personal item and a light cabin bag. This is the legal agreement between the airline and me.

  I pay the fair, volaris will take me to the place is in THAT ticket. 

  On top of that, I was charged 75!! for a small cabin bag,not even ***** asks for that much money. I was asked to pay in cash and I demand my money back in cash.

   

  Can I say then that volaris has to take to *****!!! just because my computer says so?.

   

  I will highly recommend to bring this up to your managers as they have to know there is an error in volaris systems that is promising things to the travelers than then Volaris refuses to comply with. That is a free business advice , no charges (your welcome!) 

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

  Business Response

  Date: 11/09/2022

  Dear ****************,
  
  We are writing in reply to BBB case number 18248156. 
  
  We confirm that we will be processing the refund of carry-on fee for $ ***** USD to the original payment method. This reimbursement will be reflected in your account in the next 05 business days.
  
  Booking: M4SSMB
  Route: SJC-GDL-MTY
  
  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

  Customer Answer

  Date: 11/10/2022

   
  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.
  
  assuming that I get my money back, it should be ok
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/18/2022

  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: 10/26/2022

  Dear *****************,
  
  We are writing in reply to BBB case number 18243975.
  
  We would like to confirm that purchase of booking R6V4VL was made through the website by the client last May 30th, 2022 and in the same booking the VClub membership was added, a requesting refund of flights of this booking were applied into the same form of payment last may 31st, 2022,  also a second booking was purchased through the website by the client last May 30th, 2022, booking R6V4VL were flights were boarded by the clients, and the benefits of VClub membership were applied in that booking, unfortunately a refund of the VClub Membership does not apply.
  
  Regarding an itinerary affectation in booking R6V4VL, we confirm flight GDL-SMF was cancelled and notification was sent to the client, accepted the new itinerary and an electronic credit for future transportation with Volaris of the 25% of the price of booking as compensation, with a validity of 30 days to book, unfortunately they were not redeemed and expired. We confirm flights in booking JBZRKZ were boarded.
  
  In service to our clients we could support you by issuing new electronic credits for future transportation with Volaris, in case that you consider to accept our proposal, the electronic credit would have the following characteristics:
  
      Valid for multiple purchases
      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)
  
  Thank you for your undesrstanding. 
  
  Sincerely, 
  
  Volaris Customer Resolution

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising 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 husband and I traveled on October 3, 2022 from Morelia to ******* on separate reservations but were flying together. We went to check in our baggage which we paid for during online check in. We each had a personal bag, which is free of charge with our reservation, my husband had a small bag with his CPAP machine, and had a small plastic bag of bread from our hometown. The woman at the check in desk pointed out the small bag that contained my husbands CPAP machine and said she will have to charge it as a carry on. After we argued that we should not be charged for medical equipment she agreed and said we will have to pay for the bag of bread. I have never been asked to pay for a small bad of bread in all of the flights I have been on through Volaris. We made it clear that we refuse to pay for a small bag of bread but she insisted that only bags (no limit) of items purchased in the airport can be on the plane. She finally agreed to not charge us and then demanded that we pay for my back pack (my personal bag). At this point she was only looking for any bag to charge as a carry on when none of the bags we were carrying should be charged. She was about to call security and not allow us to fly so we had no choice but to pay ***** MXN pesos (****** dollars) so we can get back home. I demand a full refund of this fee that should have never been charged to us. The woman was extremely unprofessional and pressured us into paying. Ive had multiple negative experiences with Volaris but this was one of the worst. I would appreciate any assistance in getting this refund issued to me.

  Business Response

  Date: 10/21/2022

  Dear ******************,
  
  We are writing in reply to BBB case number 18237002. 
  
  We confirm that based in our system you reservation G9I12M was acquired with the Basic Fare, we confirm that the baggage allowance for international flights in basic fare only includes a personal item, the fee charges of luggage was correct according to the acquired rate, 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.
  
  Route: MLM-***
  
  We regret the inconveniences in which you tell us that you received a bad attitude service from our staff at Airport, we are working to provide you with the quality of service you deserve, we appreciate your comments.
  
  We appreciate your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:10/17/2022

  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.

  Bait and switch pricing on the website for flight change. I had 4 tickets that I booked months ago. Today, I attempted to switch my itinerary, agreed to pay a change fee of about $600, and was quoted a final price of $2200, which I agreed to. After I agreed, I then received a confirmation for $4900, which was the cost of the original 4 tickets plus the cost of the changed tickets. I immediately called their customer service to explain that it was not my intention to double the cost of my tickets, and they essentially said "you agreed, now there is nothing we can do about it." I escalated to a supervisor, who said the same thing.I am also now unable to access my reservation on their website.

  Business Response

  Date: 10/21/2022

  Dear **************,
  
  We are writing in reply to BBB case number 18235002.
  
  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 and cost was accepted by the client.
  
  Booking JBL3KJ is available to travel in next December *****, 2022.  
  
  Route: ***-***-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18235002
  
  I am rejecting this response because: As I explained to the business numerous times to no avail, the screen (which I can't preproduce because it disappeared when I clicked accept) did not show the final total as they state.  It showed approximately $2200 which stated it was the base fare, plus change fee, plus taxes and baggage.  It wasn't until after I accepted that I was given the final total of $4900.  I called the business immediately to say that I did not intend to accept that as my final total, and asked them for help.  They refused to offer any assistance and basically told me that because I clicked accept I had to pay double the cost to move my flights by a few hours.  I even offered to pay the change fee if they would credit back the difference, and they refused to do anything. 

  At best, this was an accident on my part in failing to understand the pricing structure and the English translation of a primarily Spanish speaking company's website.  At worst, their website is designed in a deceptive way to hide the final price until after the customer clicks through.  Either way, the business should be willing to accept my offer to compromise but so far they have wasted hours of my life just to give the same response over and over that they would rather scam me out of $2200 than retain me as a customer. 

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

  Business Response

  Date: 11/08/2022

  Dear **************,
  
  In reply to this BBB case we would to inform you that we received a charged back petition made by the client and after a validation with our revenue assurance area, this charged back petition came out in your favor, we suggest to the card holder to check this information directly with his bank institution. The refund of charges for the itinerary change was applied into the same form of payment due to the received charged back petition. 
  
  It is important that you can validate the *** code of the applied charge directly with your bank so that the charge can be traced.
  
  *** code for $ ******** USD: 05272452147910027007449
  *** code for $ ******** USD: 74007042308920027032927
  
  Booking: JBL3KJ
  Route: ***-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18235002
  
  I am rejecting this response because:  Only one of the two refunds has been received by the credit card.  I have forwarded the *** code to the credit card but they will not be able to tell me if the refund has been processed within the 7 days provided by BBB.  If the refund is processed, I will be satisfied with the resolution.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/11/2023

  We confirm we received a charged back petition made by the client and after a validation with our revenue assurance area, this charged back petition came out in his favor, the refund of charge for the itinerary change in booking JBL3KJ was applied into the same form of payment due to the received charged back petition. Later after a second validation we were notified by our revenue assurance area that charged back petition came out in Volaris favor, the banks client return funds to Volaris, due to this we proceed with the corresponding refund into the same form of payment last January 13 2023. This amount must be reflected in the client's account in the following days.

• Initial Complaint

  Date:10/15/2022

  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.

  As a ** citizen with a Temporary Resident status in ******, I purchased a ticket from Volaris with reservation code PC2JFJ flying from ***** to *********** on September 23rd. Volaris charged a fee of USD 29 for Non Resident. Unfortunately, the Volaris website does not provide the option to opt out or decline as legal resident with valid proof of such status. I wrote an email to Volaris 22 days ago with the supporting documentation requesting a refund Claim# ******* with no satisfactory response to date. Refund to AMEX credit card used

  Business Response

  Date: 10/24/2022

  Dear Mr. *************** 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 18228136. 
   
  Regarding this complaint we would like to inform you that in good will and in service to our clients, we could support you by reintegrating the amount of fee for Non-Resident Tax, in electronic credit for future transportation with Volaris, with 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. 
  
  Thank you for your understanding.

  Sincerely,
   
  Volaris Customer Resolution 

• Initial Complaint

  Date:10/15/2022

  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.

  I had bought a ticket to fly to ***. I was refused boarding due to arriving late although I was on time, after reviewing my itinerary it appears the flight was changed but I never received any warning and I was forced to purchase another ticket or be left stranded in ***********. This company seems to be helpful towards its residents but not toward tourists. I feel they were racist and inconsiderate. I spoke to their supervisor why advised me to submit a complaint against them

  Business Response

  Date: 10/21/2022

  Dear **************, 
  
  We are writing in reply to BBB case number 18228260. 
  
  We confirm flight Y4 926 ***-*** last October 14th, 2022 operated normally, we confirmed passenger did not show up on time. In this regard I let you know it is the responsibility of the client to show up at the airport and at the boarding gate according to the time indicated on the reservation and Itinerary.  
  
  In service to our clients we supported you by reintegrating the total amount of flight MEX-*** in electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in your booking M5PL4L. 
  
  We confirm the expiration date is November 20, 2022. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution