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:12/17/2024

  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.

  VOLARIS ISSUED CREDIT VOUCHER FOR $2,500.00 MEX PESOS IN LIEU OF CREDIT CARD REFUND DUE TO FLIGHT DELAY DUE TO AIRCRAFT ISSUES ON SEPT 9, 2024 ON RESERVATION RFTJ2Q. ORIGINAL PURCHASE WAS PAID IN FULL WITH ***** VOLARIS CREDIT CARD WHICH OFFERS ***** BENEFITS THAT INCLUDES 1 CHECKED BAG. VOLARIS IS NOT HONORING THE BENEFITS ON RESERVATION KCWK3Z DUE TO PARTIAL PAYMENT USING ***** CARD AND PARTIAL WITH THE CREDIT VOUCHER. ULTIMATELY WHAT VOLARIS IS DOING IS SIMULATING COMPENSATION FOR A 4+ HOUR FLIGHT DEALAY WITH A VOUCHER THAT WILL ELIMINATE THE ***** BENEFITS RESULTING IN A HIGHER REVENUE FOR THE AIRLINE.

  Business Response

  Date: 12/20/2024

  Dear Mrs.********,
  
  We would like to inform you that credit for an amount of $ ******** MXN from booking RFTJ2Q was issued as compensation for flight delayed, was not issued in lieu of a refund,flight in booking was not cancelled, flight was boarded. The electronic credit in fact was redeemed totally in booking KCWK3Z and partial payment for an amount of $ ***** MXN was applied with your Invex credit card.

  According with corresponding terms and conditions to get the benefits of extra baggage and additional weight in a carry-on, you must pay a minimum of 51% of the reservation with the Volaris INVEX Credit Card or with an electronic wallet.  
  
  These conditions are accepted at the time of acquiring your card with ***** and you can consult them on their official website: ********************. The benefits are not cumulative or cannot be transferred from one reservation to another.
  
  Invex benefits were applied in a gesture of service in booking KCWK3Z.
  
  Route:GDL-TIJ-GDL
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  
  

• Initial Complaint

  Date:12/16/2024

  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.

  My father had a flight last night from Volaris. He was not able to take his carry on bag with him. The (flight attendant) took his bag and sent it down with his check in baggage. At some point someone opened his bag and took $3,000.00 dollars from his bag. When he grabbed his luggage. He checked his carry on bag the money was gone. When I called Volaris to complain I emailed them and I called and began to speak with someone when I explained that I had a complaint they asked what happened as I began to explain they hung up on me. I tried calling back and I couldnt get through. Flight # Y41704. Baggage number # ******* departure from ***********, ****** and arrived in ***** *******.

  Business Response

  Date: 12/23/2024

  Dear *** ******, 

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

  Sincerely,
  

  Volaris Customer Resolution

• Initial Complaint

  Date:12/16/2024

  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.

  12/11/24 reservation VBE2FS flight 1836 ****** to ***. My flight was canceled due to overselling and representing told us for the inconvenience a $200 voucher would be given within 72 hrs. We had to change our flight either to another date or city. We changed it to *********** and had to rent a car which we paid $140 due to this issue apparently that Volaris has. I called and spoke to an agent who told me no voucher all he could do was a $40 credit to my acct. ********************** lies and is always doing this. This is not the 1st time. As I write this complain Im sitting in a plane waiting to be able to walk out a flight that was 45 min late and now having to sit another 25 min. Volaris your service is trash. This compensation for ur issues should be honored. Also Volaris had the nerve to charge me $25 for seat that was empty yet other ppl switched once the plane had took off.

  Business Response

  Date: 12/20/2024

  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 December 11th,2024, route LAX-***, we confirm flight was boarded. Based on the agreement with our representative, corresponding electronic credits for future transportation with Volaris were issued as compensation. We confirm electronic credit was sent to email address registered in booking VBE2FS.
  
  Booking: VBE2FS and MKKDSE.
  
  Based on the above, we confirm the closure of your case.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/09/2024

  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.

  Dear Volaris I am following up on a complaint I file regarding an old wheelchair broken wheelchair that was use by my mother on November 23 at **************. Flight V73FYE When I requested for a wheelchair an employee of volaris airlines give me an old broken wheelchair with no breaks. There were other better wheelchairs there but the employee refused to give me a different wheelchair.. I am complaining for discrimination and for not keeping equipment up to date for providing unsafe equipment. My mother who is 80 yrs old fall out oof the chair as I was helping her sit. There was no breaks with cause her to fall as a result she injured her self.. we always use Volaris airlines but this was totally a bad experience terrible costumer service at registration and a broken unsafe wheelchair.

  Business Response

  Date: 12/23/2024

  Dear Mrs ****** G, 
  

  We acknowledge receipt your complaint #********. A customer service representative will contact you shortly to provide you a final resolution to your case. 
  

  Sincerely,
  

  Volaris Customer Resolution

• Initial Complaint

  Date:12/09/2024

  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.

  12/6/24 I boarded a flight with my two children from *** to *** (******), while we were still on the plane right before landing I let a flight attendant know that my passports were no longer in my possession and I believed they were either taken. The flight attendant did not ask his colleagues nor make an announcement regarding my very important documents being missing. A few minutes later we arrived in ******, my children and I were unable to enter the country. We were told by a supervision of the airline company that I would get a full refund/credit as they had failed to help me secure our passports. I am pregnant, traveling with a 2 year old snd 10 year old, we had to wait hours before we received water or any food. As a second meal we were given subway sandwiches (cold cuts) which I can not eat while pregnant as recommended by any physician. I am now back in the ************* they have failed to respond to my requests for a credit in the amount that was promised (I paid $2,905.48 for our flights, they are offering me $50). When I arrived they also let me know that they believed my children and I boarded a plane in *** got through 3 checkpoints without valid passports, not only did they not help me by letting me stay on board to look for them, they didnt bother to make an announcement that something so crucial as passports were missing.

  Business Response

  Date: 12/23/2024

  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: 01/06/2025

   
  Complaint: 22661144
  
  I am rejecting this response because:
  Good Afternoon,
  
  I would like to inform you that the issue has NOT been resolved. Please do not close this file as such. The company has made no efforts to rectify this situation in a just manner. The only thing they have done is return my passports that were in fact found in the aircraft, meaning they caused me to and my children anguish and trauma for no reason. All they had to do was help me look after they rushed me out of the plane.
  
  Thank you,
  ********* ***
  Sincerely,
  
  ********* *** ****

  Business Response

  Date: 01/09/2025

  Dear Ms.********* *** ****,
  
  We are writing in reply to BBB case number 22661144.
  
  Regarding the reported situation, in your complaint you allege that Volaris failed to help you secure your passports and due to this situation, you were unable to enter in ******.
  
  Upon learning of this incident, Volaris immediately launched an internal investigation,and we confirm that in fact, clients in booking ****** were unable to grant them access through Mexican immigration, since we were told that passengers did not have his passports with them.
  
  A notification was made to validate if passports were on the plane them on the plane and the crew confirmed that after they had checked the entire rows, had not found any passports or any other forgotten items. We would like to confirm that during this time client remain the immigration area and was also notified that the passports had already been searched on the plane and were not found,so return to *** would continue with her second leg. Since it was not possible to let them in the country she was provided with food and during the entire waiting time passengers had in *** they were accompanied by Volaris staff.
  
  A few days letter TSA personnel at *********** handover the passports indicated that they were found by someone on the ramp the day of the flight, December 06th,2024, when Volaris staff at *********** checked the system, they realized that they had been Volaris passengers. Passports were already return to passengers.
  
  The reason for not entering is not attributable for Volaris, it is passenger obligation and responsibility to ensure and take care of value items such as travel documents and have with them under his or her care.
  
  We confirm that the passenger has the responsibility and obligation to provide the documents that in accordance with the applicable laws are necessary for its legal admission in foreign countries. A refund or compensation does not apply.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22661144
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* *** ****

• Initial Complaint

  Date:12/07/2024

  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 have purchased my flight tickets June 14th. Volaris canceled my flight Nov. 5th, I called to get a flight adjustment and they did. Now they canceled my flight yet again and now when i want to rebook and they charging 3x more then what i paid. They said that i accepted electronic vouchers but i did not they gave them to me. I never accepted, to vouchers I accepted to the change of the flights.

  Business Response

  Date: 12/10/2024

  Dear Ms. ******
  
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that due to flight affectation in booking GY18FS an alternative offer by reintegrating booking in electronic credit for future transportation with Volaris was sent to the email registered in the reservation and client accept the offer through a self-management process. The electronic credits were issued, however, you indicated that you were not agree. Based on the phone call with our representative we will continue with total refund of booking to original payment method. This reimbursement will be reflected in your account in the next 7-21 business days.
  
  Route:TIJ-MEX-TIJ
  
  Its important to consider that if at any time you made a chargeback bank petition,the refund may not be processed by Volaris.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/06/2024

  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 booked a flight HKHVFR on 25Nov24. I couldn't find the booking info in my email and on the website so I thought I didn't complete booking it and I booked another flight on 4Dec24 GENW4T. Then, when I logged in on the app, I saw my original booking HKHVFR. I've been trying to get a refund since 4Dec24. I was told it is possible then suddenly, I keep having to restart the process because they take too long to reply and keeps passing me off to multiple representatives. I had tried calling but they kept referring me to the WhatsApp. Very frustrating and stressful.

  Business Response

  Date: 12/18/2024

  Dear **************** ******,
  
  We are writing in reply to BBB case number 22650642.
  
  We have made several attempts to contact you by phone at the number ************** with no success.
  
  We would like to confirm that corresponding refund of booking HKHVFR was applied last December 09th, 2024, to original payment method, we suggest confirming it with your bank institution.
  
  Booking: HKHVFR
  Route: SJD-CUL-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22650642
  
  I am rejecting this response because the booking GENW4T was supposed to be refunded, NOT HKHVFR! 
  
  Sincerely,
  
  ******** Joy ******

  Business Response

  Date: 01/06/2025

  Dear Ms. *******
  
  We are writing in reply to your BBB rejection.
  
  We would like to confirm that due to check-in process in booking GENW4T was made by the client last December 05th, 2024,refund does not apply if the passenger has checked-in to his/her flight. Due to this situation refund of booking HKHVFR was confirmed to be applied.
  
  After a review we confirm that flights in booking GENW4T were not boarded, in service to our clients and for one time exception we could support you by reintegrating total amount of booking in electronic credits 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.
  *Non-transferable.

  Passengers who purchase non-refundable tickets on a flight that is still being operated without a significant delay are not entitled to a refund. 

  Thank you for your understanding.
  

  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  Date:12/05/2024

  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.

  I reserved and paid for a round trip EI16JK schedule 11/24/24 ORD to MEX and return date 12/04/24 MEX to ORD. I called to add my service dog on my itinerary. My departure on 11/24/24 was a hassle since the Volaris agent requested proof of registered service dog. I provided the agent vaccination certificate and the *** form and verbally informed the agent that per *** service animals are not:-Required to be certified or go through a professional training program Required to wear a vest or other ID that indicates theyre a service dog. I informed the agent the service dog had his vest on as per *** regulations.The Volaris agent then voice, I meant the *** form and vaccination. Upon examination we were on our way. Now coming back on 12/04/24 was unforgettable. Upon arriving to check in at special services with my service dog. I provided Volaris agent(V14521)all required documentation for my service:Vaccination Certificate Health Certificate Microchip information *** Import Form *** The agent asked that Volaris airline required proof of registration as a service dog. I informed the agent that there is no registration as per *** does not required and that agent or anyone is allow to ask only two question: is your dog a service animal? And what task its trained to ********** service dog had his vest with logo and medical alert tag. The agent violated and discriminated my rights and had no empathy. The agent continued to voice that no proof was provided per Volaris rules and I would be charged ***** Mexican Pesos(270 US dollars) and fill a passenger pet documentation form. I informed the agent verbally that its a service dog which travel for free. The agent again voice I didnt provide proof. I was already flustered with the agent spending over 45min with no resolution to my rights as a person with disability that travels with a service animal. I had no time to wait since I would miss my flight. Request trip reimbursement and pet fee reimbursement

  Business Response

  Date: 12/17/2024

  Dear Ms. ****** ******,
  
  We are writing in reply to BBB case number ********.
  
  In your complaint you state that your service dog was denied boarding because you were required a credential for such service animal.  Upon learning of this event, Volaris immediately launched an internal investigation. According to our records, the agent that assisted you reported he required the credential to verify the type of support of the dog. By reviewing carefully the evidence, Volaris realize that a unvoluntary mistake was made by the agent, he was applying the policies applicable to flights within ****************, and not the ones applicable for flights to and from ************************, where is not required to provide additional documentation for service animals.
  
  We take all complaints we receive seriously and use them as an opportunity to gain experience, ensure compliance with all regulations, and continue to improve our customer service and assistance to our passengers with disabilities who fly with their service animals. In this case, we understand that Volaris' service did not meet your expectations, and we will take action to reinforce the attention of our agents at our counters for customers traveling with service animals. We already contacted you to provide a full refund of fee service pet and a compensation in electronic credit for future transportation with Volaris, the electronic credit details were sent to email address registered in booking EI16JK.
  
  We reiterate a sincere apologize for the inconveniences and we hope that you will consider Volaris again for future travel and look forward to the opportunity to provide you with a service more in line with your expectations.
  
  Booking: EI16JK
  Route: MEX-ORD
  
  Sincerely,
  
  Volaris Customer Resolution 

• Initial Complaint

  Date:12/03/2024

  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.

  I am writing to file a complaint regarding excessive luggage charges totaling $3,400 pesos ($188 dollars), which I was unfairly required to pay during my recent travel with Volaris.Flight Details:Booking Reference Number: GKTEFB Flight Number: Y4202 at 2pm. Travel Date: December 1, 2024 At the time of check-in, I was informed that my luggage exceeded the weight or size limit. Despite my attempts to comply with the airline's luggage requirements, I was charged an exorbitant fee of $3,400 pesos approximately $180 dollars, which I believe to be unreasonable and disproportionate to the service provided. It is far more than the cost of an airplane ticket traveling from ******* to ***********. The total amount far exceeds what is typically charged by airlines in similar circumstances. Furthermore, the lack of transparency and clarity regarding these fees caused significant financial stress and frustration.I request a refund of the excessive charges, as they do not align with industry standards. Please contact me at your earliest convenience to confirm receipt of this complaint and provide an update on the resolution process.Thank you for your attention to this matter. I look forward to your timely response.

  Business Response

  Date: 12/06/2024

  Dear Mrs. ******************* are writing in reply to BBB case number 22636051.
  
  We would like to confirm that booking ****** was acquired with Zero Fare, the baggage allowance for national flights with this type of fare, only included 1 personal object 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, the fee paid for documented baggage at airport was applied correctly with corresponding charges.
  
  We regret the inconveniences in which you tell us that you were not satisfied with price cost of luggage fee; In this regard we would like to comment that fees are subject to availability, we confirm the prices vary depending on when these services are purchased. The services have a different cost if they are purchased at the time of purchase, pre-flight or at the airport, the costs are indicated on our website. Its suggested to purchase the service prior to your flight or also at the time of booking purchase so the cost is lower.
  
  Based on the agreement with our representative we support you by reintegrating the total amount of documented luggage fee in electronic credit for future transportation with Volaris, corresponding details were already sent to email address ***********************************.
  
  Booking: GKTEFB 
  Route: MEX-TIJ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution
  
  

  Customer Answer

  Date: 12/09/2024

   
  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 granted i receive an email with the credit information, no black out dates to travel, transfer credit to another family member, available for one year with the option to extend the full credit an additional six months for a total of 18 months. 
  
  Sincerely,
  
  ******** ********

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22636051
  
  I am rejecting this response because:
  Good afternoon, 
  
  Please re-open this matter as it remains unresolved. I am still awaiting an email confirmation from Volaris outlining the terms. I attempted to contact Volaris at the phone number they provided *************), but the individual who answered was not affiliated with the business.
  To move forward, I kindly request that Volaris sends me an email confirmation with the terms discussed. 
  Thank you for your attention to this issue.
  ******** ********

  Business Response

  Date: 12/12/2024

  Dear Mrs. *************  
  We are writing in reply to BBB case number 22636051.
   
  We would like to confirm that corresponding details of electronic credit were already sent to email address ***********************************.
   
  Booking: GKTEFB 
  Route: MEX-TIJ
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22636051
  
  I am rejecting this response because I haven't received the email from Volaris.   Volaris may resend via email.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flight last month for my mom and her sister and after looking at the emailed receipt about a week later I noticed that there is a carry-on luggage added when I only purchased a full size luggage. I know this for a fact because each option is separate and opens an additional page to ask for which guest and if it will be for one way or round flight. I ONLY did this for the full size luggage. I called their customer service and the gentlemen was very kind and honestly told me he has no way of refunding and the only way the company ever corrects their issues is by receiving complaints and they hope the customer does nothing about it. I find this to be VERY disgusting behavior and all I wish is to receive my $150 back for a carry-on I did not request.

  Business Response

  Date: 12/19/2024

  Dear Ms. *************** are writing in reply to BBB case number 22626114.
  
  We confirm that booking D95JKV was purchased last October 31st, 2024, through the Volaris app, and additional services of carry-on luggage and documented baggage were added during the purchase process. Volaris assumes no responsibility for this situation, we confirm that Volaris tickets and associated fees are non-refundable, however, in service to our clients and based on the agreement with our representative we support you by reintegrating total amount of carry-on luggage fee in electronic credit for future transportation with Volaris. The electronic credit details were sent to email address *********************************.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution