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: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 3036 MLM to TJ 6 hour delay that resulted in loss of hotel service, additional parking surcharges, and missed work hours. While waiting, airport stores were closed, leaving us with no food or water to purchase. I fly Volaris frequently. Please consider giving me a refund for the 2 flights I purchased to consider continued business with this airline. Quite upsetting.

  Business Response

  Date: 01/09/2025

  Dear Mrs. *******,   
   
  We are writing in reply to BBB case number 22755644.
   
  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

• Initial Complaint

  Date:12/31/2024

  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.

  Hello, My Wife and I booked a flight from ********** to *********** ******* on from 10/01/24-10/11/24 Reservation Code# CYHWFC with added purchase of 1 checked bag. When we arrived at *********** we waited a long time for our luggage. I then approached a Volaris employee let him know our luggage had not came out. He walked me over to another employee who was standing next to our luggage on the floor completely opened. The Volaris employee let us know it came out completely open and suggested we file a report because there was some damage. This was embarrassing as we tried to look through our things. He also mentioned we could file any missing items later when we got home. Since our ride was already waiting we decided to go but we filed a report for damaged luggage report #GDLY411325 Flight#: Y41771. When we got home we were shocked, my wife's hair straightener and a bag with all her expensive makeup and brushes were stolen (added to our report). This is by far the worst experience from any airline we have ever had. Now my wife had to waste time on our trip and money to purchase her things. Volaris Agent ***** **** offered $110 in credit which is an absolute joke that is what i paid for the checked bag, but doesn't cover the damage to the luggage, hair straightener, all her makeup and brushes. Please investigate your employees, and make this right. I would like a partial refund to help cover the cost of all stolen items and damage back to the original form of payment and not a credit as this is covered by the Montreal Convention. Thank you

  Business Response

  Date: 01/14/2025

  Dear Mr. ***************** are writing in reply to BBB case number 22749826.
  
  We regret the inconvenience for reported damaged and pilferage luggage in flight 1771 OAK-GDL last October 24th, 2024. We would like to confirm that based on the agreement with our representative and in service to our clients we have issued an electronic credit for future transportation as compensation for this situation. The voucher details were sent to email address registered in booking CYHWFC and we confirm it was already redeemed in booking C7QKGL to travel on January 11th, 2025, we confirm flight was boarded.
  
  Booking: CYHWFC
  Route: OAK-GDL
  
  We apologize for all the inconveniences.
  
  Based on the above, we confirm the closure of your case.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/17/2025

   
  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:12/30/2024

  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.

  My family took a once in a lifetime trip last year. We experienced an unusual twist in our travels that caused us to miss a flight connection and then have to buy a new flight to make it to our final destination. Volaris re-routed us, while in the air, to a different airport - in a different country. They eventually got us to our scheduled destination, but by then we missed our connecting flight to our final destination. I am attaching the most recent appeal to the airline which to date has offered nothing for compensation. In addition one of our bags was missing for over seven days. They have offered airline credit for that situation.I don't want flight credit from this airline. I don't have plans to travel to ******, Central or ************* coming up and I don't know that I would fly with Volaris again based on how they have handled the situation so far.I tried to reach a resolution with airline for many weeks after this incident. My last correspondence with them was February 24, 2024. The representative stated, "compensations can only be provided through electronic credits". I do not want electronic credits.Thank you for your assistance in trying to reach a resolution for this situation. I believe all of the needed information is attached.

  Business Response

  Date: 01/22/2025

  Dear Mr. *****
  
  We are writing in reply to BBB case number ********.
  
  We have made several attempts to contact you by phone at the number ************** with no success.
  
  Regarding a complaint due to delayed luggage in flight 4333 ORD-GUA last December 27th, 2023, reservation code LDCYGW.
  
  In order to continue and validate the situation it is necessary you to please send us the following documents, previously emails were sent to you requesting this information and documents, once we receive them, we can validate an alternative proposal compensation for you.
  
  1. Luggage claim form attached in this mail (please be so kind to fill out all the required information).
  2. Official identification, current and with photograph.
  ********* or receipts.
  4. PIR (blue sheet or report provided at the airport).
  
  At the same time, we regret the inconveniences for flight affectation, we confirm accommodation in ****************** we confirm flight was boarded. Refund for extra charges or expenses does not apply, airlines are not required to reimburse you for any trip costs affected by the cancelled or delayed flight.
  
  We offer a sincere apologize for the inconveniences.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22744788
  
  I am rejecting this response because you (Volaris) voluntarily redirected my flight mid-air from landing in ********* (GUA), as scheduled, to *********** (***) It was not force majeure which is to say that Volaris redirected the flight mid-air as a business decision not because of event that's outside of your control.

  The consequence of this mid-air flight re-direction was damages resulting from a missed connecting flight and re-booking a new flight once I arrived at my original destination of GUA. In addition Volaris lost my luggage for 7 days. I have detailed the expenses that resulted from the re-directed flight and the loss of luggage in my previous communications. I have attached those communications to this message for your convenience.

  The re-directed flight resulted in damages of $1,344.44 in additional expenses. The loss of luggage resulted in damages of $73.19 in direct expenses and consistent with Article 19 of the Montreal Convention for International Flights. I am requesting $250 per day for luggage delayed more than 72 hours, which conservatively is $750. This is total of $1,667.63 USD.

  Your offer to compensate me $73.19 is unacceptable considering your responsibility for significantly more damages (loss of a flight reservation, extra hotel stay, purchase of a new flight and other unforeseen expenses that I have attached and documented) and extraordinary inconvenience to miss a flight and then be without luggage for 7 days. My request is reasonable and is nowhere near the upper limit set by the Montreal Convention. I have not requested monetary compensation for inconvenience. I do not want flight credits on your airline. Flight credits are not compensation in this instance as part of a once in a lifetime trip to another country. I want compensation in the form of money.

  I look forward to your response and a quick, fair resolution to this situation.

  
  Sincerely,
  ***** ****

  Business Response

  Date: 02/06/2025

  Dear Mr. ********************* are validating your situation, please give us the opportunity to review your case your case, a representative will contact you shortly to provide you with the final resolution, however, it is important to consider that we have not received the requested information and documentation requested to you in order to be able to continue with a complete validation process for a compensation due baggage delayed, we request you to assist us by sending them.
  
  At the same time, we regret the inconveniences you may have presented for flight affectation, we confirm accommodation in flight ***-GUA,we confirm flight was boarded, according with regulation, refund for extra charges or expenses does not apply, airlines are not required to reimburse you for any trip costs affected by the cancelled or delayed flight.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22744788
  
  I am rejecting this response because Volaris has not assumed responsibility for the damages due the mid-flight redirection of my flight. The redirection of the flight was not force majeure. In response Volaris has not disputed that the flight redirection from my purchased destination (GUA) to a new destination (***) was an act of business convenience or scheduling convenience or both. Volaris has not explained a reason for redirecting the flight that would release Volaris from responsibility for the expenses and damages that followed. I have documented the expenses of the missed connection, the expense of booking a new flight (on Volaris) and the expenses associated with Volaris losing my baggage for 7 days. 

  Please respond to explain why the flight being redirected in mid-air was not the responsibility of Volaris for the expenses and damages caused.

  Please respond to explain why Volaris is not responsible according to the Montreal Convention (MC99).

  Please respond to explain why Volaris is not offering $250 per day over 72 hours for my baggage which arrived to me more than 7 days after landing. 

  Please propose a reasonable monetary resolution to the more $2,000 in documented expenses and damages I have provided. 

  I look forward to your response.

  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:12/30/2024

  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 explained below, we were recently forced to purchase the exact same tickets at a grossly inflated, last-minute price after Volaris could not find our previously purchased (and confirmed) tickets. On November 22, 2024, our family purchased 4 tickets for roundtrip travel to ****, ********** (BJX) from ***********, ** (***). We purchased them through Frontier Airlines for Volaris-operated flights. Immediately after purchase, I received a confirmation email from Frontier with the flight details (Frontier Confirmation # LGI5YT): Frontier Flight 6421 (operated by Volaris Flight 7721) departing LAX at 12:40 AM on 12/16/24 and arriving at *** at 5:44 *********** Flight 6222 (operated by Volaris Flight 5222) departing BJX at 12:56 PM on 12/23/24 and arriving at *** at 2:37 PM.On December 15, 2024, I attempted to check in on the Frontier App (Frontier Confirmation # LGI5YT) but received a notification that I needed to check-in through Volaris. I called Frontier and was provided the Volaris Confirmation # UCVQ7M. When I tried to check in through the Volaris App, only the return flight appeared. With thousands of dollars in non-cancellable, already-paid-for lodging and accommodation waiting for us at our destination, bags packed, and mere hours before our entire family needed to head to the airport, I made repeated calls to both Frontier and Volaris over the course of several hours. Both airlines put the blame on the other, absolved themselves of any responsibility, and put the **** on us to call and force the other airline to sort it out. Finally, Volaris told us that we had to purchase entirely new tickets, at the full, last-minute price of $3,830.32 almost four times the original cost of $910.52. Desperate, frantic, and with absolutely no other option, we purchased the same seats as before. At the cost of an additional $2,919.80, we were able to successfully check-in and board the same flight for which we had previously booked tickets.

  Business Response

  Date: 01/16/2025

  Dear Ms. *************  
  
  We are writing in reply to BBB case number 22744653.
  
  We would like to confirm that after a review in booking LGI5YT, this was purchased directly with Frontier Airlines, and we were confirmed by Frontier that unfortunately the customer was unable to check in for the LAX-BJX flight due to flight was not confirmed with Volaris. At the same time, we were also confirmed that customer contacted Frontier on December 15, 2024, to verify this situation and refund for the unconfirmed LAX-BJX flight was informed to be apply; we were also confirmed that the refund was applied to original payment method.
  
  For any additional request or additional alternative, must be validate it with the marketing carrier, in this case Frontier, due to the reservation was purchased directly with them.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22744653
  
  I am rejecting this response because:

  Frontier and Volaris are code share partners.  Frontier sold me VOLARIS flight for about $900.  Volaris would not let us check into this flight and forced us to pay $4000 for new flights.  The fact that Frontier refunded us $900 is why I'm only requesting $3000 from Volaris.  

  Volaris pointing the finger at frontier is in violation of their code share agreement - this is why I've reported them to the US **** of Transportation and asked for an investigation and reconsideration of this agreement by US regulatory bodies. 

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

  Business Response

  Date: 01/23/2025

  Dear Ms. *******
  
  We are writing in reply to your BBB case number ********.
  
  We confirm that purchase of booking LGI5YT/ UCVQ7M was applied directly with Frontier Airlines, after a validation with Frontier we were informed that customer was unable to check in for the LAX-BJX flight due this flight was not confirmed by Frontier to Volaris, this means that Frontier in your booking just request us a one-way flight BJX-LAX.
  
  Frontier applied corresponding refund for the unconfirmed LAX-BJX flight last December 15th, 2024, to original payment method.
  
  Unfortunately, due to auditable processes it is not possible to reimburse an amount that was not collected by Volaris; we reiterate that for any additional request or additional alternative, must be validate it with the marketing carrier, in this case Frontier, due to the reservation was purchased directly with them.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22744653
  
  I am rejecting this response because:

  Volaris continues to miss the ****.  I am requesting a partial refund of the last-minute flights I was forced to purchase by Volaris after Volaris refused to recognize my original tickets.  I've uploaded the credit card charge proving the purchase was through Volaris. Their claim now that they can't reimburse the charge because it was not charged by them misses the **** completely. 

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

• Initial Complaint

  Date:12/27/2024

  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 spent $494.16 plus $280 for luggage for December 8th-14th. When I was getting on my flight to return back from *********** to ******* they said I couldnt board right at the gate due to missing a seal from immigration on my passport. I passed various points of check in/security and no one made this problem known. I missed my flight and Volaris made me purchase another flight and pay again for luggage which was $6,168.00 pesos. Then when I was checking in for that flight they cancelled that flight due to limited weight availability. I was told I would get a refund and they put me on the next flight which was not until 7AM and I already had been at the airport since 4pm the previous day. I have not been able to contact a real person. I just have gotten an email about getting electronic credit but I dont want credit because I will never fly with them again.

  Business Response

  Date: 01/14/2025

  Dear Ms. ****************** are writing in reply to BBB case number 22738166.
  
  We regret the inconveniences. Based on the agreement with our representative we support you by issuing electronic credits for future transportation with Volaris as compensation for flight affectation in purchase of new booking VKICYH and by reintegrating TUA Tax of booking BYS4QC in electronic credit for future transportation with Volaris, electronic credit details were sent to email address registered in booking.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/26/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a $200 fare for carry on for one way to ****** and another $ *************************************************************************************************************************************** they let them take thier carry on with them since they spoke same languane being spanish. the employees of Volaris was very racist and when i comfronted they stated we will take you off the plane for not complying . this is a shame that till this day we have racism going on specially when traveling. the employees should respect the passengers regarloss of race. WOrst experince i have experience with any airline. My question is why they charge when they have no room and my carryon was taken away from me. this is completely unacceptable business practice

  Business Response

  Date: 01/07/2025

  Dear Mr. ****** *********,
  

  We are writing in reply to BBB case number ********.
  

  We would like to confirm that booking UHFQJA was acquired with *********, 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.

  Unfortunately, a refund does not proceed; we could support you by reintegrating the total amount of carry-on fee in electronic credit for future transportation with Volaris, 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 base fare and taxes.  
  

  Booking: UHFQJA
  Route: LAX-MEX-CZM-MEX-LAX
  

  Thank you for your understanding.
  

  Sincerely,

  Volaris Customer Resolution

• Initial Complaint

  Date:12/21/2024

  Type:Order 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.

  The cost to check in a bag shows $130 then I see a 32 charge the total goes up to 210$ to check in a bag. I call volaris and they transfer me to ****** twice only for them to tell me they are sorry and dont understand why. Volaris representative ******* said they dont have a manager and dont transfer and dont make changes to the flights due to it being booked on ****** and they dont know how much they charge at the airport. Volaris is practicing price gauging, unfair business practices and are thieves. Its a scam. And then they send me to ******.. wow

  Business Response

  Date: 01/03/2025

  Dear Ms. ********
  
  We are writing in reply to BBB case number 22719891.
  
  We have made several attempts to contact you by phone at the number ************** and to email address gulf-rasp-************* with no success. It is important for us to provide the service and resolution you deserve, for this reason we kindly ask you to provide us another phone number and the proper time to reach you.
  
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

• Initial Complaint

  Date:12/21/2024

  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.

  My mother age 65 was flying alone through Volaris on 12/21/2024. I paid an extra fee for Special Assistance (Unaccompanied senior age 60 plus years) for the price of $102.00. I also paid $94.00 for an additional piece of luggage to be checked in. I also paid her to seat selection. I also requested a wheelchair for her since she is unable to walk long distances and cognitively needs help getting around. Total cost was $404.42. The day she needed to fly the Volaris employees were extremely disrespectful and disregarded her disability. They continued to ask her to move aside and continued to service other customers in line. They humiliated her while she was patiently waiting to check in. They continue to tell her that she had too many carry ons which was not the case. They kept trying to charge her these ridiculous amounts of money for her baggages. They continued to be rude to her and no one was willing to assist her. My mother called me and explains the situation and ask if I would speak to the Volaris employees to clear things up and the Volaris employees refused to speak to me on the phone. She had no choice but to leave the airport and return home. She felt hopeless and disrespected as no one would assist her and treat her with dignity. She is clearly a senior and was asking for help and no one would assist her. I then proceeded to contacted Volaris customer service and they told me that they do not have a service for (unaccompanied seniors) that they have no idea what I paid for. However if they did have a similar service it cost $75 not $102. I requested a supervisor for the way in which my mother was treated and to go over the charges on my flight, they refused to provide me with a supervisor. This has been a horror story right before the holidays. Again, my mother being a disabled senior and needing extra assistance in which I paid for and then for this airlines to treat my mother so rudely, with no respect, as if she was not human, has been dreadful.

  Business Response

  Date: 01/03/2025

  Dear *** *******, 
  

  We are writing in reply to BBB case number 22718590. 
   
  We regret the inconveniences and the perspective you may have of this situation, at Volaris we work constantly to create and provide each of our passengers with the best travel experiences, we hope that you can consider use this proposal to be able to use our services in your next travel plans and thus be able to provide you with a service more in line with your expectations.
  
  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 BH4FPN 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: BH4FPN
  Route: MLM-ORD
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  
  

• Initial Complaint

  Date:12/19/2024

  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 originally had a flight booked on 12/2 from MLM to TIJ at 7:40pm. Without notice or a valid reason the flight was changed to 12/3 at midnight. Because I have a pregnant wife with a doctor's appointment for that day, we simply could not do a red eye the next morning. We changed the flight ourselves at the amount of $566 USD after several attempts at calling the airline without being able to reach someone. We had no choice but to pay the difference. After reaching out to customer service they came to the conclusion that because we changed it online ourselves and did not do it over the phone that we would not be reimbursed for this change dispite Volaris being the one that change the flight in the first place. This is clearly a dishonest business practice from a dishonest company. As we fly to ****** frequently for family, we have now made it a point to tell our very large family not to ever fly Volaris because of their dishonest practices.

  Business Response

  Date: 12/20/2024

  Dear Mr. *********** style="line-height: inherit; color: rgb(47, 57, 65); 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 your BBB case number 22708579.
   
  After a review of your case, we confirm flight Y4 3063 MLM-TIJ last December 02, 2024, was cancelled due to weather conditions at ***************, a non- attributable cause to the airline, we would like to confirm that next available flight Y4 8163 MLM-TIJ was provided to the passengers.
   
  We understand that this flight was not functional for you and based on our system client made an itinerary change through the Volaris website for a corresponding amount of $ ********* MXN.
   
  Requested refund does not proceed, however, in service to our clients we could support you by reintegrating itinerary change cost in electronic credit for future transportation with Volaris, in case that you consider to accept 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 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.
  *Valid for multiple purchases (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).   
  

  We regret the inconveniences of this situation; however, we confirm weather conditions or external events that prevent the flight from taking place are not attributable cause to Volaris, the requested refund does not proceed.
   
  Thank you for your understanding.
   
  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22708579
  
  I am rejecting this response because:

  Throughout almost 3 weeks of correspondence I had provided substantial evidence that our flights were changed without reason to an unreasonable flight. I then had to pay $566 to change flight after trying to use the phone service but was not able to reach anyone on the phone. I was told I would not receive refund because I did not make the change over the phone. (Even though I could not reach anyone using the phone option)

  Then after a formal complaint was made with the BBB, conveniently I was then told after 3 weeks that the flight was changed because of 'weather'. Because it was a weather change I am not entitled to a refund. Which again is very convenient as that was never the reason for no refund throughout the 3 weeks of conversations. 

  I believe this was a dishonest move by a dishonest company and therefore do not believe or accept this respond from Volaris.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/27/2024

  Dear Mr. ***************** style="line-height: inherit; color: rgb(47, 57, 65); 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 really sorry for the presented situation, however, weather conditions it is a non-attributable cause to Volaris. According to the corresponding Terms and Conditions of ****************************************** we confirm that only in case of overbooking or flight cancellation (for reasons attributable to the airline), the provisions of the applicable law in the country of the flight of origin operating the segment in question shall apply.
   
  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 accept an alternative flight on that airline. For the service, we have issued an electronic credit for the amount paid for the cost of the itinerary change.

  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: 27 de diciembre 2025
  Electronic credit number: 144990900758200001
  Available amount*: $11,458 MXN 
  *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 th

   
  Best Regards,

• Initial Complaint

  Date:12/18/2024

  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.

  To whom it may concern,We recently flew from *************** to ***********, **********, on flight Y4 3040, scheduled to depart at 5:04 PM on November 28, 2024.Unfortunately, we never received any notification explaining why our flight was delayed. I was traveling with my two young children, and one of them became ill at the airport due to the lack of proper air circulation, which was exacerbated by the large number of passengers waiting for their flights.Given the inconvenience and distress caused to my family, I would kindly request compensation in the form of a credit for this ******************** on this flight:***** ******* ***** ******* ******* ****** **** ******* Thank you for your attention to this matter. I look forward to your response.

  Business Response

  Date: 12/19/2024

  Dear ***********
  
  We are writing in reply to BBB case number ********.
  
  We regret the inconveniences for flight delayed due to weather conditions, a non-attributable cause to Volaris, however, in service to our clients, we support you with a compensation in electronic credit for future transportation with Volaris. The electronic credit details were sent to email address registered in booking DKEV8B.
  
  Booking: DKEV8B
  Route: TIJ-BJX
  
  Thank you for your understanding.
   
  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 12/20/2024

   
  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,
  
  **** *******