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:09/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction- 9/13/2022 The amount of money you paid to the business- $1457.22 What the business committed to provide you- Roundtrip flight When the nature of the dispute is- We contacted the airline multiple times for cancelation and they failed to respond.Whether or not the business has tried to resolve the problem- No Confirmation number- E7J9QV

  Business Response

  Date: 10/03/2022

  Dear ****************,
   
  We are writing in reply to BBB case number 18140915. 
   
  We understand that your travel plans can change unexpectedly, that's why we support you by reintegrating the total amount of your reservation in electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in your booking E7J9QV.
   
  It is important to consider that if the credit has not been used before marked date it will be lost and may not be used, we confirm electronic credit expire next March 29, 2023.
   
  Booking: E7J9QV
  Route: ***-MEX-*** 
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:09/27/2022

  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 booked (2) Round Trip Flights on VOLARIS thru Expedia to/from ******* to ********* a few months ago. I believe we booked the flights at about 4pm. That evening, when looking at our calendar, we realize that we could not take the trip those dates. We needed to push the trip to another date. My husband and I proceeded to try to contact VOLARIS the next day. We tried phone numbers listed on ******* we tried phone numbers listed on Expedia, we tried phone numbers listed on the volaris website. We tried contacting through the website. A few times people answered, and did not even seem like they were with the company. A few times we asked to change our flights and they told us we could not. By the time we finally got a hold of someone who potentially was actually with VOLARIS, it was 4:01 PM and the guy said that we could not change the flight because it had been over 24 hours since our original booking!!!!Since that time, we have gone online to try to change our flights. Weve gotten one price online, and then when we call we get a completely different way higher price! They charge a fee of $50 or some thing to even make a change, plus They add the amount for the new flight. However, again the difference between calling and going online is completely off! At this point, I dont trust the airline! I believe that they have side businesses answering the phones and potentially upping the prices for flights! Since when you call in and get these random people answering the phones, the flight prices are WAY OVER what you see online. I would like a refund of our flights that we didnt take two days ago.as we originally attempted to get a refund w/in the 24 hour allotted time to cancel. I would also like to warn future consumers about this airlines policies, lack of available/reliable contact info and bad customer service!

  Business Response

  Date: 10/03/2022

  Dear ****************** ******,
   
  We are writing in reply to BBB case number 18135525. 
   
  We understand that your travel plans can change unexpectedly, that's why we support you by reintegrating the total amount of your reservation in electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in your booking VDIGYW.
   
  It is important to consider that if the credit has not been used before marked date it will be lost and may not be used, we confirm electronic credit expire next December 29, 2022
   
  Booking: VDIGYW
  Route: TIJ-SJD-TIJ
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 10/04/2022

   
  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. Thank you, to the BBB and to VOLARIS for resolving this issue. I really appreciate the effort and your time. 
  
  Sincerely,
  
  *******************************