Volaris
Reviews and Complaints

No able to transfer from one trip to another without being penalized

Wanted to change the Tijuana trip to Guadalajara Orlando.

I was told that I had to pay additional cost to change and not able to cancel.

Could not apply the cost of an already purchase ticket to a new one.

Hence, I lost the entire fare. If Volaris and I will stop recommending it to others.

Purchase date: 10/Oct/2022

Volaris Reservation code:

PE46TT

Customer No. Customer Name

1 Eladio Amores

2 Judith Amores

Reservation details

Flight date Departure / Arrival time To / From Flight

Thursday 03 Nov 2022BGB125AGDLTIJ 04:39 PM / 06:42 PM Guadalajara, Miguel Hidalgo T1 (GDL) - Tijuana, Tijuana (TIJ) Y4

509

Thursday 03 Nov 2022BGB125AGDLTIJ 08:15 PM / 09:15 PM Tijuana, Tijuana (TIJ) - TJX (TJX) Y4

20

Flight with code number I8W9PS from Costa Rica to Cancun was cancelled by the airline and we receive the notification 6 hours before the departure (Date: September 4th, 2022). The airline was not capable of accommodating my step son in a different flight, and he ended up losing the connection from Cancun to Buenos Aires. We had to buy extra tickets on the same day to make him able to return home. We opened a claim with the airline requesting full refund for the flight cancelled and the extra ticket we bought. It's been 18 days and the airline has not responded nor refunded even a penny. Every time we call the customer service the answer is that we need to keep waiting. They do not provide time frame, refuse to provide additional details, and refuse to transfer the call with a supervisor. We were ripped off by this airline.

Good morning my name is Maria Guadalupe Narvaez my flight code is OISV7B. on Agust 13,2021 I used your airlines to travel from auguascalientes to tijuana on a buisness trip and I had a stop at Cancun but when I got to Cancun I didnt get my luggage and they said they will put it in the plane themselves I already put in a request for my lost luggage but I havent reacieved no response I really need it since its my busineess stuff I have there please contact me as soon as possible so this can get fixed my incident report for this case is TIJY402195806. If yoy cant find m y luggage at least let me have a refund for what is lost thank you

I would like to complain about the service right before boarding the airplane. I had all my documents ready, with the exception of my 13 yr old daughter's negative covid test. I was not aware we needed the test to leave the USA. I was never asked to submit anything when I checked us in, in person, or online. The first time I heard about having a negative test to leave the USA was right before we were supposed to board the plane. I know it was a mistake on my part, but the reason why I'm upset is because I saw the attendant let a big family (6 members) aboard the plane when 2 on that party did not have the covid vaccine and had negative test results. The family's final destination was Guatemala as well. I told the attendant what I observed and she didn't say anything but did not allow us to fly. We decided my husband board without us to meet with my family in Guatemala. I tried getting on a later flight with Volaris but wanted me to pay $1k for a one-way ticket per person. Once my husband landed in Guatemala, he asked Volaris staff in regards to the policy of covid test and vaccine and they told him to file a complaint because they don't check and should've let my daughter board without proof. The way everything was handled was not right. My daughter and I almost missed a week of vacationing with family. If rules are going to be applied they should be done with everyone, not only to people you dislike or don't care for. I would like a full refund, and also the additional tickets I had to pay for a different flight (2 days later after the original flight). I do not want any credit from Volaris as I will never travel with them.

I have just travelled from Cancun to Guadalajara and got on the plane with two carry-on bags, which I paid extra for to take as carry-on. This is due to them containing my expensive and vital dive equipment for a weekends trip away. Both bags were within my weight and size allowance limits.

Upon entering the plane I put both bags in the overhead compartment directly above my seat. However, when I arrived in Guadalajara, one of the bags had been stolen by the cabin crew. I know this to be the case as the Volaris cabin crew admitted to taking the bag off the plane, but could not explain to me why they had done this or where they had taken the bag. The Volaris cabin crew did not inform me or the other passengers that they were removing the bag and did not document this, so this is a clear case of theft as the bag and its contents have disappeared.

The Volaris cabin crew did not make any other records of what they have done and the cabin crew refused to help and just shovelled me off the plane as quickly as they could. The customer service experience with Volaris is the worst I have experienced anywhere in the world and I have travelled extensively.

Mine was the only bag removed from the plane, but surprise, surprise, they stole the bag containing my very expensive dive equipment, not the bag with my underwear and make-up.

My warning to all travellers is be extremely careful on Volaris flights with your possessions as the cabin crew cannot be trusted.

I traveled to the city of mexico, and when I received my bags I could see that they opened my bag zipper. When I reported it to the person that was there, they said they could not do anything about it. When I got home I looked through my bag and saw that they had taken somethings. I have all the information of my flight.

[protected]@hotmail.com

We paid for the 5/26/2022 06:00 a.m. flight and I paid for a seat on the window side, and I paid for the insurance, we arrived at the airport at 03:00 a.m., and they made changes to our seats without our knowledge, because they over booked, then they changed my flight & nephews time to 09:11a.m. for gate1. I paid for extra baggage and getting there they charged me $56 dollars because my luggage was big but i only had one luggage and my carry-on backpack. My luggage didn't weigh any more than 44lbs and yet i paid for 2 X 44lbs bags. We waited at the airport from 03:00 am until 10:00 a.m. because we waited at gate 1 formed lines to get ready to board and then they made changes 30 minutes after waiting in line, they call over the intercom that our flight was changed to gate 8 downstairs. they let people arriving late ahead of us when we were in line waiting again.

Arriving to our home, I realized they broke my luggage and they only credited me $20. That does not cover a quarter of what I paid for it.

Day before we were returning, I was not able to check in online because it said I had a remaining balance of $300. But yet my ticket was reserved, and seat paid for. (Makes no sense, I paid round-trip). So, I had to call to have it fixed.

Upon arriving that morning, we arrived 2 1/2 hours early before boarding the lines were long and the staff sent us from one line to another and we were in the waiting area yet until they began boarding because of their mess. we got to the window and the lady said we couldn't check in our luggage because we were late, so it had to go on the flight with us. Getting to the gate the man tells us our bags are too big that they can't go in with us, and we explained to him what the lady said, he said that is not correct because if we paid them before then they had to allow them to be checked in. He checked my ticket and said mine was not paid and that I only paid for the date of 05/26/2022 and not 05/29/2022 so I had to pay another $56. Once on our flight a man was on my seat and didn't want to move so I had to yell at him. Half ways to arriving i paid for a water bottle and the lady never gave me my change because she had no change and said she would return back after with it. Never did and avoided me. Once at the Tijuana airport we tried to file a complaint with a supervisor, and they denied that to us and only gave us an email to contact customer service.

First and last time I ever use this Airline in my Life!

Our flight was changed from the 11th to the 12th of May. We adjusted our scheduled and got on bord the first segment of our flight. When we landed, they announced we would be bussing into the entrance, going though baggage pick up and then back to security and into the gates for the 2nd part of our flight. Our flight landed at 11:19 am Guadalajara time, it took 15 min to get on the busses and into the building, our luggage was not in the belts, we checked in with a Volaris agent who told us the bags had been moved already, we checked through security and ran to the gate. Boarding started at 11:57 and we got there at 12:14 pm. The plane was there but the door was closed. 3 agents standing outside talking and the plane had the plane door open and 2 people were outside talking. Others were loading the plane. We explained to one agent what happened she said they could do nothing that the door was closed. We then sp/w Esmeralda a supervisor and as we explained things to her a lady was allowed in. They opened the doors for her and let her in as we watched. We were a group of 7 family members. Esmeralda told me my only option getting home was to buy new tickets. I then sp/w a manager at the main entrance who too agreed I would have to pay for a ticket despite the fact that I explained everything that happened and the delay in being bussed in and not having our bags in the baggage are as we had been told and that Esmeralda upstairs had allowed a lady on to the plane after the door was closed. There was no assistance of any type from Volaris and no help guiding us from the plane to the new boarding area. Still we did it in less than 40 min, bus, baggage, full blown security and to the gate and still they would NOT allow us on knowing we were on our flight home.

I have a video of the plane on the ground with people talking outside and doors of the plane open, of your supervisor ESMERALDA recording my sister because we were recording the plane. Esmeralda telling her she would do what every she wanted but she was not getting on the plane. I will make the video public if needed

front desk said my credit card didn’t go through, i called my bank and they said it was approved

now i’m with no flight when this flight is to go be with my cancer parent that is in his last breath according to Drs and this is what Volaris has for me. So unprofessional

i was in Mexicali airlines and had missed my flight base on what i was told from one of the reprehensive to show up at 7a.m and in reality it was to hours before 7a.m . i explain to the lady that was checking me in and ignore the situation and didn't even bother hearing but to only say i need to pay for another flight.

Flying out to Chicago from Mexico city on Monday March 21 flight 934. the plane was delayed on screen and was never changed to indicate new gate or boarding time. Missed my flight completely.

I expressed my situation to a ticket counter agent and was told Volaris has no

control of what is posted on the screen...a glitch by the airport.

I eventually bought a ticket with a different airline for the next day.

DO NOT EVER USE VOLARIS, IF people see this Message read other reviews Do not flight with Volaris.. They will do everything they can to make your flight miserable. They will charge you a $150 for two personal bags. Outrageous, and they are covered by the company and supervisors. They are not in Mexico they are in the US. We got rules, laws, and regulations. DO NOT FLIGHT VOLARIS. They never arrived with a wheelchair that we needed for my parent, same issue with another comment I read on here. They over charge twice in Mexico on my credit card. In San Antonio they said it was companies policy not their decision absurd. I was able to control my temper or else we could have had a very unpleasant situation. Worst airline to flight with.

in january 19.22 I Maria Dolores Sanchez was flyen from Aguascalientes to Cancun with my 85 years Mother and my husband with parkinson,i request a weelchair for my mother and never arrive, so i walk with her to the waiting area.

When we start boardin an employee name Alan Olivares stop us saying you are not flying with us and i reply wy? and he say because you insult me,and i do not know nothing abaut it.

I spoke with a supervisor an marine member and after a wile we finaly board but

my blood presure when up my husband was sheiking and my mother very upset.

It was a realy bad experiencia.

Thanks for your attention.

flt Y4 636 time 15:59

Maria Dolores Sanchez

Volaris cancelled my flight last minute. I called and they asked me to file a refund complain on their website through "my experience." It has been 4 months and no one has refunded me. I follow up with the case and message them non stop and now they have completely stopped responding. I called AGAIN and they said they can't help me since it is done all online through "my experience" page. My flight cost about 1,200.00. This is ridiculous! They need to get sued for being unethical and fraudulent. THEY ARE A SCAM!

I want to make a complaint about Luz who was working flight 506. She lied to us about there being no over head space for our bags and forced us to gate check them. When we got in the plain, there was so much space. There were overhead bins that were completely empty. Being lied to by your employees hurts your brand and will make us question flying with you again!

I want to express a complaint related to your horrible service. Upon arrival at the Cancun airport, reservation WDQ2PD on Tuesday November 30, 2021. By giving Frontier Airline agents our reservation WDQ2PD they notify us that we could not travel to Chicago since they could not find our reservation. The Frontier Airline agent advises us to contact Volaris to notify them that the WDQ2PD reservation was incorrect. Had to call Volaris right in the spot. After about 10 minutes, talking to the Volaris agent, he informs us we CANNOT travel from Cancun to Chicago that we needed to go MXDF and leave MXCD at night arriving to Chicago at midnight. We absolutely did not accept. The Frontier agent asks me to speak to the young man from Volaris to explain that there were 17 seats available that he only need the confirmation number from Volaris. The young man from Volaris insisted that he cannot give us the confirmation number since we must travel to MXDF and from there to Chicago. Me, with diabetes type two. After pleading with the young man from Volaris, he did NOT help us and hung up the phone on us. The young man from Frontier airline info I want to express a complaint related to your horrible service. Upon arrival at the Cancun airport, reservation WDQ2PD on Tuesday November 30, 2021. By giving Frontier Airline agents our reservation WDQ2PD they notify us that we could not travel to Chicago since they could not find our reservation. The Frontier Airline agent advises us to contact Volaris to notify them that the WDQ2PD reservation was incorrect. Had to call Volaris right in the spot. After about 10 minutes, talking to the Volaris agent, he informs us we CANNOT travel from Cancun to Chicago that we needed to go MXDF and leave MXCD at night arriving to Chicago at midnight. We absolutely did not accept. The Frontier agent asks me to speak to the young man from Volaris to explain that there were 17 seats available that he only need the confirmation number from Volaris. The young man from Volaris insisted that he cannot give us the confirmation number since we must travel to MXDF and from there to Chicago. Me, with diabetes type two. After pleading with the young man from Volaris, he did NOT help us and hung up the phone on us. The young man from Frontier airline informs us it will cost us $ 2,336.66 one-way tickets to get home. After more than an hour of insisting / desperation agony about what to do, we had NO choice but to buy the most expensive tickets for three adults

Purchased the bs family and friends membership for 100$ a year and then tried to log in the next day and said password was wrong when i know it's not because it saved automatically on my computer-won't allow me to change password because the continue button when i do so won't prompt me to the next page. nobody at the call center is able to help me they redirect to whatsapp bot which is no help at all. [censored] this company idk how they're still in business but [censored] the CEO too. So many people have been through bs with them and they're the most unprofessional and unethical airline out there.

Received oversold email looking for volunteers for the day of our flight with was 1/10/22 from Mazatlan to Tijuana. That night we boarded the aircraft and 9 passengers (our group) were removed without an explanation. No refunds, no hotels, no rebooking. In order to get home as soon as possible the first ticket I purchased was for 1/12/2022 departing at 2pm. I then found another flight on the 11th at 2pm, so I purchased that one. When we arrived in TJ we informed gate agents about what happened and they stated we were not wearing masks which is why we were removed! This is not true, we have the entire incident on video, showing everyone wearing a mask. I also informed them that I will not be flying on the 12 and they informed me they would refund my ticket. This never happened! They actually show me flying both days! Which is impossible. I used to be a Flight Attendant, I would never disrespect the rules on an aircraft! Ever!

I tried to call and speak to an agent and was hang up several time. I was about to call [protected] after listening to the record message select 3 to get a live person, I got hang up like 3 times before a nice guy answered and didnt disconnect the line and was about to confirm some information i needed.