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:02/07/2025

  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 bought round-trip tickets for my family and I to visit my grandma in ******. After she got sick I had to cancel the tickets. I paid the extra in order to cancel. I purchased the tickets 3/3/2024 and canceled August 26, 2024. I haven't received my refund to this dates. They keep saying they refunded me on 3/3/24 and sending me a statement saying it. But I didn't cancel till August that's 5 months to early. I turned around and sent my bank statements. Still they keep refusing to pay me or give my credit. This company has been the worst and seem to be scamming people.

  Business Response

  Date: 02/11/2025

  Dear Mr. ****************** are writing in reply to BBB case number 22913876.
  
  We would like to inform you that after a validation with our revenue assurance department, we were confirmed that corresponding refund of booking ED9BGW was applied last August 30th, 2024, to original payment method. The sent letters will help you locate the transaction or applied refund with your financial institution, it is important that you contact your bank and share these documents, which will serve to receive a formal response regarding the location of the funds.
  
  In the case that your bank confirmed refund was not applied, we ask that you share a letter from your bank confirming that the shared ARN was not processed and that the transaction was returned to Volaris.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22913876
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  This is all a lie and proof has been provided to you and I will continue  to provide it to you until this matter is fixed. What you sent doesn't show anything. It's  the same thing you sent 2 weeks ago with a different date when you tried to convince me I was refunded before I purchased them. 

  Business Response

  Date: 02/14/2025

  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 regret the inconveniences; Unfortunately, without a letter with the transaction code or *** of the return of the funds to Volaris, it is not possible to locate the transaction or confirm if funds were return to Volaris, and this document must be shared with you by your bank as the holder of an account with them.

  For this reason, it is important you to request the letter and information from your bank in order to verify it with our revenue assurance area. The document they share with you must have the *** code of the return of funds, just as Volaris shares with you the proof of the applied refund.
  

  Thank you for your understanding.
   
  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,
  
  **** *******

   

  I have not received any thing from you there is no arn # or return  because you guys never attempted  to refund  anything. My statements and transactions proves that and so does the bank. Along with you guys making up dates that you refunded then changing it once I proved you wrong. The bank account was closed 2 months before I canceled my tickets  as shown in my documents. 

• Initial Complaint

  Date:02/06/2025

  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 purchased a 1-way ticket from Volaris from LAX to *** for and paid $700 including baggage fees. Before the flight I checked Volaris website and *** website to ensure I could travel w auto parts in my checked bag. Both indicated I could (*** specifically allows, and Volaris does not include auto parts in their list of prohibited items on their online website).Nonetheless when I arrived and checked in, the counter agent refused to allow me to check in w auto parts in my checked bag, saying they were not allowed, and I missed my flight. I explained that the *** and Volaris websites say otherwise. I asked to be shown where it says that I cannot fly w car parts, and the agent was unable to show me any authority for her position, as none exists.I requested a refund then, through numerous emails to Volaris customer service since then, and filed a DOT complaint.I have yet to receive my refund for the missed flight.

  Business Response

  Date: 02/28/2025

  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 22910640.
   
  We would like to inform you that after an internal review of your case and reported situation, we have confirmed that in fact you intended to transport auto parts in one of your checked bags, however, the transportation of these items is subject to security controls, limitations and regulations of the airport, region or destination.
   
  In case that the articles you are pretending to transport are in contact with any fuel or batteries of any kind (liquid or solid), including for vehicles, wheelchairs, or other mobility aids, their transportation will not be allowed in either carry-on or checked baggage under any circumstances.
   
  Volaris website does not specifically mention auto parts, but depending on their size, weight, shape and/or material from which they are manufactured, they could be considered dangerous and/or prohibited for their transportation.
   
  This information was explained to you at counters, unfortunately according to our records you did not accept any explanation about this. We confirm passenger made her check-in and obtain boarding pass, however, she did not show up at boarding gate to board the flight; requested refund does not proceed.
   
  **************************************************************************************************************************************
   
  In service to our client and in ******** we could only support you by reintegrating total amount of booking O9U7UF in electronic credit for future transportation with Volaris with the following characteristics:
   
  *1 year 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).
  *Non-Transferable.
  

  Booking: O9U7UF
  Route: LAX-SJO
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:01/27/2025

  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 made a flight purchase with Volaris on 1-4-2025. I called on 1-13-2025 requesting to cancel as I am no longer able to travel. The representative informed me that the flights have been canceled, and I would receive a full refund and email confirmation of cancellation. I called hours later for an update on email cancellation as I had not received anything and again received the same message from representative. I have been calling every other day and Volaris representative's keep giving me the same information. All I ask is for my refund back as I am not able to no longer travel. I paid with my ****** account to which I had to make a payment towards the balance as I do not want to get a late fee or go to bad credit because of this situation. The representatives I spoke to multiple times would always say the same thing, " Your flight has been canceled and will get email confirmation. No cancelation or refund as of today. Please help, please advise. Thank you

  Business Response

  Date: 02/07/2025

  Dear Ms. ******************************* are writing in reply to BBB case number ********.
  
  We would like to confirm that based on our system, corresponding refund of booking QEN5MW was applied last February 05th, 2025, into the same form of payment, to your ****** account, this may take ***** business days to see it reflected in your account, we suggest to verify it directly with your bank institution or with *******
  
  Booking: QEN5MW
  Route:ORD-BJX
  
  We reaffirm our dedication to supporting our customers and remain at your service.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 02/13/2025

   
  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:01/20/2025

  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 purchased RT tickets for my daughter and I to fly from ******, ** to ***********, ******. I paid $580/each ticket. Flight from ****** to *********** was no problem. Our return flight was scheduled on 1/19/25 on flight 1832. I was able to check-in on the app successfully. However, my daughter received a message that she had to check-in at the counter. We arrive at the ******************* 2 hours prior to departure. There was a very long line to wait for the Volaris counter. We waited over an hour before we saw ******* at the counter. ******* said that it was too late to check-in my daughter for our flight. I told her that we had been waiting over an hour in line. She said we were late. I told her it not our fault that their system was not permitting my daughter to check in on the app and not our fault that they were not staffed enough to help Volaris passengers waiting in line in a timely manner. ******* said the next soonest available flight would be on 1/23/25. That was unacceptable! I missed my own flight because there was no way I was leaving my daughter alone in a foreign country. ******* had no compassion for their faults. I asked to speak with a supervisor. The supervisor seemed helpful, but ******* was overruling what she was saying. An employee was overriding the supervisor. I found myself buying 4 tickets with other airlines to get home. My daughter and I spent the night in a freezing airport with no hotel or food voucher. I paid for Volaris consequences when I did everything I was supposed to do. It was not our fault their app was not working and that we had to wait in very long line for service that cost me our flights.

  Business Response

  Date: 02/07/2025

  Dear Ms. ************************** are writing in reply to BBB case number ********.
  
  We are pleased to inform you that a satisfactory resolution has been reached regarding case number ********.
  
  We have contacted our customer, ******* *********, and provided a solution to passengers in booking number LIC3GK and DB2PNC.
  
  Based on the above, we confirm that the case has been successfully addressed and resolved to our customers satisfaction, who has agreed with the proposed solution by reintegrating total amount of not boarded flight GDL-FAT through electronic credits for future transportation with Volaris.
  
  We reaffirm our dedication to supporting our customers and remain at your service.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22833467
  
  I am rejecting this response because I accept the credit for my loss round trip portion of my reservations. However, because of Volaris negligence, I was forced to find alternative means to get home in a timely manner. I purchased tickets with Viva Airlines for my daughter and I to depart *********** to *********. I then purchased a flight for my daughter with Allegiant Airlines from ********* to ******, ** (original destination). Additionally, I purchased a flight for myself with Southwest Airlines from ********* to **********, **. This cost me over $1200. Attached are my receipts. This does not factor our time lost, meal reimbursements, loss wages, jeopardizing our safety, and having to spend the night at the airport on 1/19/25. I request to be reimbursed for the additional flights I had to purchase.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 02/20/2025

  Dear Ms. **********
  
  We would like to confirm that the passengers must show up at the airport counters with at least 180 minutes before the flight departure, unfortunately passenger show up at counters when flight was already closed.After an internal investigation no issues were presenting in booking, we confirm that passenger in booking LIC3GK was able to obtain boarding pass and decided no travel in, we understand that even they were in separate booking they were traveling together.
  
  Additional refund for extra charges or expenses does not apply, in a gesture of service and based on the agreement with our representative we supported you by reintegrating total amount of not boarded flight GDL-FAT through electronic credits for future transportation with Volaris.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 22833467
  
  I am rejecting this response because:
  Hello:
  
  I am writing regarding complaint #: *********. I never received my voucher from Volaris. Can you assist with that?
  
  Thank you.
  
  Abby
  Sincerely,
  
  ******* *********

  Business Response

  Date: 04/25/2025

  Dear **** *********, 

  Following up on your compensation, we share with you the details of your electronic credit, which has a deadline to reserve, but you can select to travel on any date or route which is available on our sale channels:
   
  Name of the person which will travel: ******* *********
  Deadline to reserve: February 6th,2026
  Electronic credit number: 151733927223200001
  Available amount*: ****** USD 
  

  Name of the person which will travel: ********* *****
  Deadline to reserve: February 6th,2026
  Electronic credit number: 151734013234700001
  Available amount*: ****** USD 

  *If after you use this electronic credit there is a remaining balance, this may be used for future purchases until the amount available is finished, subject to it being utilized within the deadline to reserve
   
  Sale channels to make it valid:
   
  On our webpage **************************** or on the official Volaris app, you should select electronic credit as the payment method. 
  

  Conditions
   
  It is personal and non-transferrable.
  Applies for the total cost of the flight.
  In case that the total cost of the flight is above the electronic credit amount, the remaining difference will need to be covered with personal resources.
  Only one electronic credit can be used to acquire one reservation.
  In case that the electronic credit is not used prior to the reservation deadline, this will be lost and cannot be made valid.
  Once redeemed the amount of the electronic credit, its devolution or reintegration cannot be requested.
  There cannot be changes to the name on the reservations paid with electronic credit. 
  

  Get to know the steps you should take to redeem your electronic credit at the following link:
  **************************************************************************************

  Sincerely, 

  Volaris Customer Resolution

• Initial Complaint

  Date:01/17/2025

  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.

  Purchased A flight from *** to *** on Wednesday January ****** at approximately 8PM. I text their customer service at 8AM to cancel my flight and get a refund, as I was with The 24-hour cancellation rule federal law that requires airlines to allow passengers to cancel their flight within 24 hours of booking without penalty. Departure was scheduled at 12:09PM Thursday January ******. I initiated text conversation via Whatsapp as the automated phone system directed due to high call volumes. Volaris customer support replied at 8:53 AM that morning that because the departure was not 7 day's out I could not cancel. However I was in the 24 hr cancellation period.

  Business Response

  Date: 02/07/2025

  Dear Mr. ***** ********,
   
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that booking A7356L was purchased last January 8th, 2025, through the Volaris web to travel on January 09th, 2025, route **** to ************ 
    
  For any cancellation the request must be within the 24hrs, and you reservation will need to be seven days away from departure for international flights and 24 hours for domestic flights, we confirm request refund does not proceed. At the same time, booking was acquired with Zero Fare, with this type of fare booking does not apply for cancelation or refund.
  
  In service to our clients and for one time exception, we could support you by reintegrating the total amount of booking in electronic credit for future transportation with Volaris, in case that you consider accepting our proposal, the electronic credit would have the following characteristics:
  
  *1 year 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: A7356L
  Route: RNO-GDL
  

  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 (for reasons attributable to the airline) a flight and the passenger chooses not to travel.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

• Initial Complaint

  Date:01/13/2025

  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.

  En mi recibo original dice 2 carry on y cuando llamo a volaris dicen q,nos ms ** una ...cuando originalmente son 2

  Business Response

  Date: 01/16/2025

  
  Dear Ms. ****************** are writing in reply to BBB case number 22807366.
  
  In this regard, we would like to inform you that, upon reviewing reservation DJFV3R, this was acquired last September 10, 2024 under Plus fare to travel on a round-trip flight on the GDL-TIJ-GDL route, ate the same time we confirm that, the Plus fare includes 1 personal item, 1 carry-on bag, and 1 checked bag of up to 25 kg for domestic flights. You can confirm this information within our terms and conditions and on the Volaris website.
  
  We understand that in your itinerary confirmation it is confirmed that for both flight segments it is included 1 personal item, 2 carry-on bags and 1 checked bag of up to 25 kg, this is a system error which has already been reported to the corresponding area to prevent it from happening again in the future and to avoid providing incorrect information to customers. However, since this information has been confirmed to you, the services will be honored at no additional cost. The second carry-on bag service on the GDL-TIJ flight on January 17, 2025, has been added to your reservation to avoid additional charges at the airport and be able to transport the second piece of carry-on baggage if you require it.
  
  Booking: DJFV3R
  Route: TIJ-GDL
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:01/10/2025

  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 purchased a reservation to travel to ****** on 11/21/24 and at the time, I selected the option to cancel for any reason, which was an additional fee. This option allowed for more travel flexibility and read as an exclusion to the typical Volaris cancelation policy. I ended up unable to travel in January (moved my flight once) due to a family emergency and I have been trying to get in contact with Volaris customer service through various avenues with no luck. The person I spoke to on the phone told me to call third party, ***** and gave me this number: ************* which I called after and It led me to a local residential restoration business. I tried contacting Volaris via ******** and ******** and could not get through after waiting for hours. I looked up the company website and could not find the information on this third party, and I tried googling them as well with no luck, just to verify that the number was given to me correctly. I have reached a dead end. The online option to select a refund keeps timing out and telling me to try again in 15 minutes, but I've been trying it all day. What I would like is someone to provide a refund on my reservation, and if they cannot to please explain in detail why. I would also like to understand the Cancel for Any Reason policy in more detail and disclosed to customers to avoid confusion in the future. Had I known it would be like this, I would not have chosen this option. Considering the fee, it is excessive. I contacted Volaris over the phone at 11:51am, then called the phony number shortly after at 11:58am. I reached out to volaris via ******** at 12:43pm and also via Whatsapp at 12:04pm with no response (currently 2:19pm). Thank you, please let me know if you need any more information.

  Business Response

  Date: 02/03/2025

  Dear Mrs. ****** Zimmowitch, 

  We acknowledge receipt your complaint #********. A customer service representative will contact you shortly to review your case
  

  Sincerely,
  

  Volaris Customer Resolution

• Initial Complaint

  Date:01/10/2025

  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 bought a flight to leave at 12:55am and be at my destination by 6am on 1/10/25. I arrived at the counter to check in for my flight and I was told that because I did not pay for a seat, I was not guaranteed a seat on this flight and it was overbooked. I explained that I needed to be at my destination before 9 AM and the only option they offered me was for me to arrive at 11am by having a layover in ***********. I asked to speak with management who dismissed my concerns and said those are your options. I am confused as to why would I purchase a ticket on a flight and not be given a seat? My questions were unanswered. Staff were very unprofessional and even added that there were other airlines I can use if I dont like the options offered. I had one staff throw a passport at me in a demeaning manner when I was upset because I cannot get on the flight. The managers name was *** and she refused to give me her last name. She refused to engage and even talk to me when I was explaining that the flight was very important. I am a 66 year-old woman who had to stay the whole night at the airport because they put me on standby and would not let me get on the flight because it was sold out even though I bought a ticket. They did not compensate me at all and when I asked for a credit, they said they did not need to do that for me. The staff had no customer service and Im seeking to see if I can get a refund for my flight as I was late to my appointment. I was supposed to be in *********** by 9 AM and I was postponed on a flight that left at 8 AM Los Angeles time and arrived at 2pm. I additionally paid extra for this flight because it was last minute and I explained that to the agent who did not care I feel that I was treated disrespectfully and the airline did not try to accommodate me at all, forgive me any type of compensation for my discomfort or my inconvenience.

  Business Response

  Date: 02/03/2025

  Dear **** *******, 

  We acknowledge receipt your complaint #********. A customer service representative will contact you shortly to review your case
  

  Sincerely,
  

  Volaris Customer Resolution

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22794579
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 02/07/2025

  Dear Ms. *******
  
  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences for flight affectation, we confirm next available flight was provided to travel on January 10th, 2025, we confirm flight was boarded. We have contacted our customer and provided a proposal resolution, we confirm we could support you by issuing a compensation thought a wire transfer, we hope you can consider our offer so we can start the corresponding payment process.
  
  Booking: ZF93SJ
  Route: LAX-GDL
  
  We reaffirm our dedication to supporting our customers and remain at your service.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:01/08/2025

  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 just book 30 minutes ago an one way ticket direct flight ******* to ************, *********** and the flight is not direct, I called to canceled 5 minutes after I booked and they do not want to do it,

  Business Response

  Date: 01/13/2025

  Dear Mr. ***** ********,
   
  We are writing in reply to BBB case number ********.
   
  We would like to confirm that booking KIFGGK was purchased last January, 08th,2025 to travel on January 14th, 2025. For any cancellation the request must be within the 24hrs, and you reservation will need to be seven days away from departure for international flights and 24 hours for domestic flights.
  
  Based on the agreement with our representative, we would like to confirm that in service to our clients we support you by reintegrating total amount of booking in electronic credit for future transportation with Volaris. The electronic credit information is sent to the email address registered in booking. 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.
  
  Booking: KIFGGK
  Route: OAK-MEX-***
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:01/02/2025

  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.

  1/1/2025 Flight 3063 MLM to TJ 6 hour delay that resulted in loss of hotel service, additional parking surcharges, missed work hours. We were left in an airport with no food and limited water. No explanation or compensation has been offered for delays. I arrived at 5:30 pm and at 12:30 am of the next day, we have not boarded. The delay was announced less than an hour before boarding. This delay has caused significant loss, both economic and personal, as I wasted time, and wages, and incurred additional cost. I need a full refund for the flight to help offset some of these costs.

  Business Response

  Date: 01/09/2025

  Dear Mrs. *******, 
   
  We are writing in reply to BBB case number 22755650. 
   
  We regret the inconveniences; we confirm flight 3063 MLM-TIJ last January 01st, 2024, was delayed due to weather conditions, a non-attributable cause to Volaris, at the same time we confirm weather conditions or external events that prevent the flight from taking place are not attributable cause to Volaris.
   
  Flight was boarded by the 2 passengers of booking IBULQP, a refund or compensation does not proceed.
   
  Thank you for your understanding.
   
  Sincerely,
  
  Volaris Customer Resolution