Volaris
Reviews and Complaints

Hey there, potential travelers! I feel compelled to share my recent experience with Volaris. Unfortunately, my journey with them was nothing short of a nightmare. From abrupt flight plan changes to unexplained charges, the whole ordeal left me feeling utterly disappointed. The lack of empathy from the staff, uncomfortable seats, and overall disregard for customer satisfaction were truly disheartening. I strongly advise against choosing Volaris for your travels. Remember, your peace of mind and comfort should never be compromised when you embark on a journey. Stay safe and choose wisely!

buenas tardes mi nombre Angelica Paredes el dia 4 de Febrero deveria volar de Guadalajara a los Angeles en el vuelo 918 a las 10:16 de la noche y la aerolina (VOLARIS Sobre vendio boletos y me quede sin poder volar a los Angeles hasta el siguiente dia por la noche, me quedaron de enviar un voucher Por $ 300,00 Dollas a mi correo

[protected]@yahoo.com y estoy esperando alguna notificacion de su parte, no recibi ningun correo, por favor hacerme llegar lo que se comprometieron a mandarme !

atentamente

Angelica Paredes

When you add up the columns on the factura, invoice, the amount is wrong. The amount should be $34,459 not $41,863 I have spent hours trying to contact them by email and phone. They do not care. Also, for years they collected Tourist Tax from Mexican resident visa holders with no way to get refunded. We should get a class action lawsuit against them.

I need Volaris to reimburse me for my luggage. They want to give me a voucher for a fraction of the cost of the luggage, for an airline that I don't want to use because the terrible service. I purchased the ticket through Just Fly but I can't get a hold of them either.

This happened for the return flight on Sep-09-2023

Reservation code: ZIZR5X

First Name: Richard

Last name: Fleming

Flight date: Aug 31, 2023

Destination: MEX

My flight, from OAX to LAX via GDL on Aug 27 was cancelled without prior notice. I arrived at the airport to find out that the next available flight to get home was two (with one night overnight stay at GDL) or three day later (direct). In my distress I agreed to the direct flight but after calming down and some thoughts I bought a new flight with a different airline for the next day about half an hour later. I went back to the desk to tell them that I needed to get home earlier and that I want to get the money back for the return flight or more ideally get compensation back fro the new flight I just had to purchase. They said to call the US customer service line from the US and that they can't do anything. Back in the US I tried to resolve the problem but Volaris tell me I have no right for compensation because the changed my flight already.

I scheduled a flight for nov 2023, payment was made saw an error on the flight itinerary, within 20 min I tried to cancel the flight it didn't allow me it said to call, I called, I couldn't get a hold of anyone it kept saying 10 people before you. I even texted, it says in the wassap app that if I made the reservation within 24 hours and I didn't check in or my flight if it wasn't an international flight that was more then 7 days away, if the national flight wasn't more then 1 days aware, I met all criteria and I was ignored and refused my cancelation and refused my refund.

VOLARIS AIRLINE'S FLIGHT Attendant Cynthia shoved my 15-year-old daughter out of the way and tried to refuse boarding the plane to my 69-year-old mom, despite having her boarding pass on hand claiming that she was not on the plane list. After waiting for about 30 minutes, she was allowed to board. 2 of out luggage's were "delayed" a few days. We're missing a few items and Volaris has not responded to my inquiries about replacing our items.

BD3DNG & EKZZTB

Booked for my Daughters wedding. I needed arrive on July 6th. they booked me arriving on the 7th. Talked for over a week trying to resolve. They made me pay for selecting seats before they would resolve my ticket. They couldn't process credit card. There operator told me to drive to the airport and pay at the counter. I did. They didn't offer the other flight for the difference in fares they wanted $1100. to change 1 day. I had to book with different airline to get there on time eating the the cost of the flight they wouldn't credit on the correct flight. DEYJKQ was the flight booking.

My name is Jaime L Medina, and I am requesting a full Refund for our tickets LAX-AGS June 15 Confirmation No. WCCLRM. Volaris Staff was so rude and delayed our check in until it was 25 minutes before departure. My mother uses a POC and never had a problem before flying with any other airline. Staff was requesting a letter from the doctor "per Volaris policy, but they would not be able to print/provide such policy of their statement. Ultimately, the lead lady had my mom sign a document stating the Airline would not be responsible if something happened to her during the flight and sent us to the gate 25 minutes before departure. Rushing and running, mom in wheelchair, we arrived to the gate only to be told mom needed to show that doctor's letter. That volaris worker at the counter was also rude and condescending, totally disregarding my mom's suffering. We had contacted my mom doctor and he emailed a letter, baffled at the situation. We had to buy another ticket this time with United, and the Staff there were so nice and helpful, they did not request mom to show any Dr.'s letter. On our way back with Volaris on June 29 AGU-LAX the personnel was also very helpful. We had that so called Dr's letter, but they did not requested.it I really want to make sure people are treated with respect, specially the elderly. I believe Volaris Staff at LAX needs to be retrained with the company policies and customer attention, specially the lady who was the lead on June 15. The least Volaris can do for us at this point is to refund the money we paid for the tickets LAX-AGS, this was totally wrong and unfair.

Thank you

Hi my name is Omar Natera Magallon and I had a plane ticket to fly to Guadalajara from Ontario California. I attempted to check my ticket status and noticed that the ticket had been cancelled without any type of notification. Now I have all my plans ready and now I find out this, it is puzzling. Can you please help me retreive my ticket because it is crucial that IU fly out on Friday. I have made several attempts to purchase another ticket but it seems that my name is blocked because I have tried several cards and they all decline. The same cards are used on a daily basis without an issue. You can reach me at [protected]. Please reference reservation number ECS3TW.

Thanks in advance for your help.

Flight for July 29, 2023 from Guadalajara to Tijuana/SD (using CBX - border crossing). I received an email from CBX on June 10, 2023 with a new ticket for August 1, 2023. I checked my flight status on Volaris website - flight had been changed from July 29, 2023 to August 1, 2023. There was no notification from Volaris regarding this change, I would have not known if CBX had not emailed a new crossing ticket. I researched flights available on July 29th and saw that there were several flights open (same origin/destination). Due to feeling anxious about not being able to fly back on the 29th (necessary due to strict work schedule), I went through the "change your flight" process online by choosing a flight on the 29th but my payment did not go through (which in hindsight, I am thankful for as I would be paying over $200 in change fees). I was able to call the US# and talk to a customer service Rep named Francis who consulted with his supervisor. The answer given to me: “unfortunately, we could have changed it back for you without fees, but you already initiated the process through the website and so now we cannot change the flight back to the 29th. You would have to continue the process and pay the fees." Why is Volaris changing flights to another date weeks in advance when there are still flights available on that same date? Why can't they cancel or over-ride their system to a non-finalized process so they can initiate a change on their end in favor of the customer, or offer a refund to facilitate the process?

My name is Roxanne Phoenix. I am Mexican resident in the state of Michoacan

My email [protected]@gmail.com

My Mexican number is [protected]

My number in Australia is [protected]

I bought 4 tickets from Morelia to Cancun for 11 May. I paid 13 949 MXN pesos. There were tickets for myself my minor son, my daughter, and her partner. I could change date more than 4 hours before the flight.

On 11 May morning my son's eye got swallowed. He was diagnosed with eyelid infection and prescribed surgery for 12 May.

I called to Volaris 6 hours before the flight to change date.

They said I have to apply for change date online.

I wrote to Volaris online.

I did not get any response.

On 12 May my son had surgery. We wanted to fly on 13 May.

I called to Volaris and asked for my tickets.

Try said I have to wait 72 hours.

But I needed to fly on 13 May?

I wrote to Volaris again.

They did not respond.

Then I wrote them again and asked for the refund for my tickets.

They did not respond.

I need my money back.

Please, help me!

My booking number was FJINUR

My ticket for communicating with Volaris is 3903285

It was open 16 days ago and still not responded

On March 18, 2023 I went online to Volaris to purchase a flight to Cancun Mexico for myself and my boyfriend. I chose Volaris because we had used this airline the last time we flew to Mexico in November of 2022.

When this flight was purchase, nowhere in the email I received when I purchased the tickets did it say that we were flying out from Frontier Airlines. The reservation details show what flight we were going to be on. See below.

Flight date Departure / Arrival time To / From Flight

Tuesday 25 Apr 2023CRRBDENCUN 09:56 AM / 02:58 PM

Denver, Denver A (DEN) - Cancún, Cancún T2 (CUN) Y4

2002

Sunday 30 Apr 2023CRRBDENCUN 07:37 AM / 09:26 AM

Cancún, Cancún T2 (CUN) - Guadalajara, Miguel Hidalgo T1 (GDL) Y4

631

Sunday 30 Apr 2023CRRBDENCUN 10:41 AM / 02:10 PM

Guadalajara, Miguel Hidalgo T1 (GDL) - Denver, Denver A (DEN) Y4

986

On April 17th I received another email to let me know that I had not chosen a seat on the flight. Nowhere in this email did it state that the departing flight was going to be on Frontier Airlines.

On April 24th I received another email to remind me to check in before the flight and it does note that the flight is operated by Frontier and Volaris. This did not make me very happy. Why was this not noted when I first purchased my tickets from Volaris? Then I go to the Frontier website, and I cannot log in because the reservation number does not match what I had from Volaris. I contacted Frontier Airlines and they explained to me there is a different reservation number with Frontier. Why did I not receive this information in the email from April 24th? Why did I have to call for this information. The representative that answered the call was not very helpful to explain to me why all of a sudden I am departing from Frontier Airlines and not Volaris. He was not even apologetic either. I went to the Frontier Airline website and I was not able to pre check in to receive my ticket and to check in my luggage. I had to check in once I got to the airport. I was so upset because the luggage I had to check in was overweight. I could only have 40lbs and with Volaris it is 55lbs. This was a nightmare. Then to check in the luggage it cost me so much more than if I had checked in online. I was shocked as how close the seats are on this flight. This was not what I had expect from my flight before to Mexico.

On our return flight on April 30th, we arrived to check in our two bags. While waiting in line to do this the Volaris individuals doing the checking in were not attending us that were in line. Instead, they were standing around talking to each other eating candy, laughing and hugging each other. I have a video of these individuals doing this. I had to cut the video short to fit the required length. Even one of the Volaris individuals got upset with one of the customers as she was asking for help from someone with her luggage to be checked in elsewhere. Very rude woman.

Once we landed in Guadalajara not one of the flight attendants or crew told us that my boyfriend had to complete a document before boarding the next flight from Guadalajara to Denver CO. This again was a nightmare as it took a while to get this done and almost missed our flight.

On all flights there is a menu of food and beverages, but when we asked for what was on the menu the flight attendant said that they did not have the items. Just chips, pop, water and some alcoholic beverages. If the flights are not equipped with the items on the menu, then they should not have these menus on the flight itself.

When we finally returned to Denver CO, I found out one of my luggage bags was lost. At this point I was very livid with this whole flight experience with Frontier and Volaris. I had to complete a form at the airport noting that my luggage was lost. I did not receive a call until the next day that my luggage was found. I was told that someone else took my bag and returned it the next morning. If I had taken someone else’s luggage and then noticed it wasn’t mine, I would have returned it that same day, not the next. The representative from Volaris told me that a courier was going to deliver my luggage to my home. I received a text from the courier, and he noted that a gratuity is welcomed but not necessary. Why would I want to tip the courier for delivering my luggage if Volaris lost it in the first place.

When I received my bag, I did notice that someone had rummaged through my bag and opened a box of candies I had brought back from Mexico. In my opinion, my bag was set aside because of the box of candies for someone to look and see if the candy was drugs. In that case why didn’t the person who saw this in my luggage just stop me and search and test the candy.

I will never fly Frontier or Volaris ever again and I will put this on social media so they can see how these two airlines operate.

On May 13th my father flew out from LAX through Volaris. His flight was schedule to depart at 12:50am. We arrived to LAX at approximately 945pm. We we rudely directed to a line that was wrapped around the corner. We stood in this line for about 2 and a half hours. They kept calling other flights to go in front of the line, making my dad delayed even more. When my dad finally arrived to the window to check in his bag at 12:05am I told Sandra Martinez, who was extremely rude, that we paid for unaccompanied senior and he needs a wheelchair to his gate. She proceed to tell me that it is too late for a wheelchair. I want to point out that ONE, denying a wheelchair to anyone who requests one is against ADA regulations and TWO he would not have checked in so late if they hadn’t let other departing flights ahead of him. I then told Sandra that my father doesn’t know how to read and needs assistance, in where she answered “you don’t need to know how to read to get to a gate” I looked at her in disbelief and sadness that she would embarrass my father like that. She then told me she would give me a pass to walk him to the gate. As my dad and I start to walk to the gate, which is a long walk, he falls! My dad dad would have never fallen if Sandra would have been done her job, a job she is being paid to do! My brother who is downstairs waiting for me at ticketing goes and tells them he wants to talk to the manager in where Jessica Sandoval came out and basically told my brother what does he want her to do. My brother then proceeds to tell her I am going to record this conversation and her demeanor then changes. As I make my way back down to ticketing I explain to Jessica everything that happens. She gave me a email contact of Sonia Castillo. As soon as I arrive home, being 2am at this time Jessica sends me an email that the email she provided for me for Sandra is incorrect. I have reached out to Jessica twice now to follow up in Sonia’s email and have received no response.

Unprofessional and Unacceptable.

I had a flight Scheduled for April 16, 2023 to Monterrey Mexico howevver I called Volaris to change flight s because I found out they cancelled my wifes surgery to later on in May. I called but they told me I would have to be charged a fee of $354 to change the flight, however when I was checking prior for flight just to purchase a new ticket with out changing flight would only cost me $312, I explained this to Customer Service they both tried to change my filght but they would still have to charge me for the amount the system put for the change of flight, however they told me I could request a waiver based on a medical situation, which was out of our control and that I should contact experincia Volaris and get a ticket and state my situation prior to my flight and as of today no response, I believe no one ever reads this requests its all a show, I have travelled before with Volaris and they have changed my flight twice on the sme date and on another date they did the same from Juarez to Guadalajara. . Wel my flight took place without me today I was suipposed to return from my wife's surgery and as of today no answer on my ticket 3823178 and no response from my request. Goes to show that the company comes first before the customer. Since then I have purchased another ticket and they still tell me I have credit from my last cancellations of my previous flights but when I go there I cannot find how I can use my credit. So if you can read this Volaris please answer and give me a response. I would like to know why you neglected my request by not even answering.

Hello I am sending this message as in urgent matter I will be losing money. This is urgent and will cost $. I have been flying with all of these for the past 10 to 15 years and it never fails that will notice always changes or cancels flights. They have been planned for years or even months.

This will be sent to the Better Business Bureau and also the Mexican legal consumer authorities. This is my flight number. Please respond as soon as possible last time.

It’s totally unfair that you make us lose money and also take partial or full voucher credit to your advantage. I will be planning on getting legal advice if I need to thank you.

Rhse5e

Flying from Houston to Mexico City. I requested a flight cancelation, I was within the 24-hour window, but Volaris has another policy against my cancelation benefit. I booked my flight and 2 hours later I called Volaris to cancel my trip, but Volaris has zero customer support for the client. Volaris only cares for Volaris. I want my money back. Reservation RYPVSC Houston to Mexico.

Volaris writes the policies and procedures to take advantage of the customers, not to help, support us, or fulfil our needs. Volaris primary objective is to say no to the customer.

The FAA needs to review your operation practices against the customer, honestly Volaris is not honest, and is misrepresenting and taking advantage of the customer.

I know you are doing business, but stealing is your main source of income.

I will never travel with Volaris again, I'll tell my families and friends not to do business with this fraudulent and lack of ethics company.

I want my money back, and modify the part where you say, "we cant' read your mind". You have to fire or provide training to whom approved it, that's insensible and Volaris could use different wording.

Cecilia G[omez

On December 28, 2022, I purchased a flight+hotel package from Volaris. The confirmation email I received stated that the package included a personal item and a carry-on for the flights.

On January 2 I got my boarding pass for flight 971. The boarding pass showed only a personal item. I showed the confirmation email to the gate agent at Sacramento SMF and she said I did not need to pay an additional baggage fee. Neither was I required to pay an additional fee for my connecting flight, 737 from Guadalajara to CDMX.

For my return flight on January 5, flight 356 from CDMX to Sacramento, again the boarding pass said a carry-on only. When I checked in at the gate the gate agent did not tell me to pay extra for my carry-on. When I was in line to board, I was pulled from line and told I had to pay MXN$1895 (US$100) extra for my carry-on or I would not be allowed to board. I paid the extra fee.

I have been planning 3 weeks in mexico city for 6 months now. On October 4th I booked my tickets there and back for December and January. I am scheduled to leave this week. Then on Friday I was informed that my flight there has been changed to a flight early in the morning, and the day after my flight had been scheduled (plans made with work, and where i'll be staying, and my ride to the airport, all now need to be rearranged?!) and that my flight back was postponed 4 days and then cancelled entirely. I was shuffled around between Expedia, Volaris, and Frontier for 5 hours, everyone saying that they can't help me, but to ask the other guy. I opted to buy tickets through a different company, costing me over a $1,000 MORE than I had originally spent. I would never wait until the last minute to buy plane tickets, but now I've had to. PLUS I haven't resolved the original tickets yet. so now I'm out 2k when I had only planned to pay $500. How is that fair? How many other people are being exploited like this?

I paid for my husband Armando res. code nch53g flight, luggage & seats round trip. On the flight from gdl to lax I wanted him next to his brother Fermin res. code mi5b9e (26f) he received seat 22d instead This is wrong what is the piont of paying ahead ? Also I feel there are too many extra charges for your flights compared to other airlines.