Volaris
Reviews and Complaints

I flew from OAK/GDL January 1, 2022 and as it happened in the past my luggage was damaged. I was asked to report to a representative, who later asked only to scan a report to make a formal report. I have done twice since and to this date no response. I am asking to be reimbursed for my brand-new luggage (which I could provide receipt of purchase and pictures). Be careful also with volarís.

Volaris inially sold me on their flights due to their promise of "lower" prices. I even paid to upgrade my seats to the front of the plane and was excited to get a decent deal during a holiday.

Upon my initial check in at the airport, the problems began. Volaris told me I had two sets of tickets, which I was unaware of (as I only recieved one email with one receipt!) I told them I only wanted one flight and the assistant said she would take care of it. She apprently did and we boarded the plane and vacationed.

Upon our attempt to return, we were told there was no flight for us, as our tickets had been cancelled! Upon further review, it was found by a Volaris agent, that the prior assistant had cancelled the flight I had the paperwork on, and had left the other flight open. The issue is, the return flight was on different date that was a week prior to our scheduled return date, and which we knew nothing about! The agents in Guadalajara would not budge and since we have responsibilities, we had to get home and had to buy a subsequent return ticket. The agent assured us that the other ticket for a "missed flight" would be refunded by contacting customer service after we returned.

Volaris customer service is basically non-existant and not of service. You can never get a live person on a phone line, unless you're buying a ticket. I used the email link, to which Volaris states will be responded to"within 2 days" — I've written three emails, each a week apart — and I have had no response! I sent a Messenger message and have gotten no response except an antimated, antiquated number system sending me in a loop. I finally got a horrible response from a "Miranda" on Whatsapp who told me it was too late to request a refund, since I had "accepted" the initial flight and had "missed" the return flight. I should state here, that the return flight we repaid for, was not full, either! So here I sit with Volaris claiming there's nothing they can do — for their OWN mistakes, which as cost me twice what I was originally paying! Thus, my flight has ended up costing me far more than any other airline would've in the first place.

The airline lost my baggage on a flight from MEX to LAX, refuses to refund my checked bag fee, and offered me a 200$ electronic voucher to use on a future flight as compensation. They are in clear violation of the Montreal COnvention treaty, which protects consumers rights to claim lost property while in their posession.

Volaris has, in recent years become the preferred (go to) form of air transportation for us immigrants in the US. It was an example of convince, innovation, fresh looks and pleasant service. It has been part of our travel plans since it came to life. This is unfortunately the case any more. My last experience has proven the devastating decline in not only costumer service but transparency and ethics. it started in my flight to Guadalajara on 11/17/21. the plane flight was canceled due to weather, it was 65 and in LAX which is where we were parting from. I was told the plane came from Tijuana and there was where the weather was. for some luck, my brother in laws live in Tijuana and was getting on a plane that day. the weather was clear. Then I was told the problem was in Guadalajara. but out family waiting there was enjoying clear skies. So I asked myself why am I being lied to. I am a frequent and I understand and am very familiar with the travel polices about cancelation. weather cancelations means no accommodations. so transparency is in questions. I was faced to stay in a near LAX hotel for my flight the next day. 4:30 the say for my flight the next day, but all I can hear from staff was that it could be 10pm. Transparency again is in question. So like a good traveler, I pay for may hotel, missing one day of my time off and I get to the terminal promptly 4 hours before our departure. only to find out that our flight is now postponed one more time. and the time is now 10pm.
Transparency, I heard that the night before. in a world of business, ethics and transparency are crucial to our costumers trust. I incurred in expenses Idid not expect and was not offered even a food voucher.
On we go departing 20 hours later from planned. Fine, I check my 4 bags and on we went.
I was hoping the retuned would be better since Murphy's law was out of the way.
Oh I was wrong. on our way back, whole checking our bags, I was told I only had two bag to check in, even though I came with 4 with the same ticket. Please do not misunderstand, I would have paid for my extra luggage. The problem was that I was held ion the counter for 45, minutes so I can be told I needed to pay. Needless to say. I was treated with a conferencing demeanor and rudeness. As if was a point to prove me wrong.

I was clear and direct to mentioned to the clerk about my experience with Volaris. It can only be compared to a vomit after eating bad sushi.
We, adults and professionals understand about out of control issues, but we feel the lack of transparency and ethics does not helps the challenges in these trying times.
I will never fly Volaris Again

The airline cancled our flight from MEX to Sacramento Internation Airport and blamed it on SMF being closed due to dense fog. We found out later on that SMF was never closed. The unethical behavior occured at MEX afterwards when we were told that the next available flight isn't till the next day in the afternoon and the fact that they will not be providing any sort of assitanse with hotel and food expenses during the delay of almost 24 hours. It gets worse, once we received our new flight I asked one of the employees to help my wife and I find a hotel to stay at as we are not familiar with Mexico and don't speak the language (we were at MEX because we had a connecting flight to SMF) and the lady refused to help us. All she said is... "you have a phone right? and you have google right? so figure it out." This was outrageous because even though we had cell phones and service, we didn't speak the language and didn't feel comfortable steping out of the airport as were told that it isn't safe especialy at 12 midnight. Thankfully we found out from another passenger that the airport has a Hilton Hotel in the airport and we just ended up staying there till the next morning and ate the cost.

Was checking in my bag in Guadalajara airport and was greeted with the most unprofessional over the counter Volaris employee, named Belen. She did not want to help me because I was on a different reservation than my friend. She demanded I go back in line and wait for my turn, (even though I was next in line and she was next available). When asked why (because we are traveling together), she didn't have a reasonable explanation, just kept saying I couldn't be here, and that she was not going to help me. It was a rule she made up to have a power over clients. Mind you, I have never heard of this rule. I have never had this problem, even during Covid, its wasn't written no where and every other big group with different reservation was being attended to. For some reason she feels she can treat customers with no disregard. I stood and asked for a reasonable explanation and what did she do?, take off. Couldn't even reason with me. I asked to speak with a manager and of course there was no manager to be found...in lunch was their response. This employee is representing Volaris in a negative light with a negative message. This probably will never reach Guadalaraja Volaris, but I felt I was wrong by this employee.

Complaint: Volaris Horrible
This Volaris airline is a terrible airline to flight, we are stuck in Hermosillo Mexico for 2 hours and they dint care about me and my wife and all the passengers in this flight we tried to ask for a refund they refused and dint compensate in no way. Absolutely a nightmare airline, the staff is the worst of all airlines, i don't recommend anyone to flight with Volaris, i will tell anyone not to flight with this horrible airline
my phone number is [protected]

Volaris ticket purchase offers option to include CBX use however once at the airport they completely ignore the fact this service was paid for even though it is clearly noted on the reservation and force passengers to purchase yet another CBX ticket. Personal assistance is another added expense with this company yet another failure; Volaris customer service leaves much to be desired. Should one attempt to make contact the calls are abruptly cut off or directed to automated systems with extremely limited choices. Finally able to speak with a representative only to be told they cannot offer any help the excuse of choice there being a system error at the time and they are unable to verify anything or make changes.

When booking my flight on 10/06/2021 in Volaris website, I included my luggage and CBX charges, I tripled check the dates and the amounts charged for each line item. I also chose the amount totals to be in dollars. When my itinerary was received luggage was not included but total amount was charged and in PESOS (equivalent to the original dollar amount). In addition I received an email the next day asking me to check in, this is not possible since my flight is in 2 weeks!
I called and the representative told me I needed to pay luggage as it had not been paid for although I explained everything then I asked for a supervisor and supervisor told me the same thing and asked if I had a screen shot. I explained that is not common practice.

On September 09, 2021 we where waiting for our flight to depart from TIJ/SJC when Volaris announced the cancelation of the flight because weather related.
We where told we needed to go direct to Volaris front desk and personnel of Volaris will tell us how to proceed. By the time we reached the front desk 3 other flights were canceled as well.
We where told that either we wait to see if they could accommodate us on the next following day flight TIJ/SJC or take the flight to La Paz, B.C.
which was no choice for us.
Or they offer us to contact direct to Volaris to tuexperienciavolaris.com. Unfortunately this was the option we choose.
We opened a ticket # 2344035 the same date our flight was canceled (09/09/21) and on the website it says that will have a response between 24 to 48 hrs.
Did not received any response so on Saturday night I called direct to the call center and I was told the ticket was still opened and needed to wait for the response.
On Sunday I called again and we where told that because of weather we had until that same date to change the flight and we needed to fly within the 30 days starting on the day our flight was canceled. What a SURPRISE...
This was a surprise to us because no one from Volaris mention that this type of cancelation aloud us only to make this kind of change.
We told we had the new dates for us to be able to flight (November 18-22, 2021) but needed to wait for an email response.
We finally on Sunday evening got an email asking to contact Volaris to a phone number written on same email. I called and was told we needed to fly within the 30 days starting on the date of flight cancellation but if we weren't satisfied to contact Volaris again.
We opened another ticket #2 347747 on Sunday 09/12/2021 asking to aloud us to fly in November and we haven't received any response from no one.

This is the claim we file and asked to received any kind of information they need in order to fight in November but has not received .

Enclosed please find copy of the first Ticket we sent with the information of our 4 reservations

Necesito de favor me digan cómo puedo adquirir mi reembolso por el vuelo 466 TIJ/SJD a las 9:25 cancelado el día de hoy 09/09/2012
Reservación # H7FV4C. Enrique Fridman & berths Olechnowicz
Reservación # JBGZRW Alfredo Ratniewski & Rosa Tishman
Reservación # K85C2P José Stepensky & Deborah
Reservación # H6KSJV. Eduardo Sneider & Cynthia Gorshtein
Les pedimos de favor nos avisen lo antes posible

Se pueden comunicar al 619.576.1744
Gracias BerTha Fridman

After this ticket we opened 2 more tickets since no response: and then we received this email
September 12 at 18:00 pm. :
Moisés Evia
September 12, 2021 18:02
Hola, Bertha;

Para que puedas validar tus alternativas por el motivo de la afectación de tu itinerario es importante que te comuniques al número: [protected] extensión #3.

En caso de tener alguna duda recuerda que estamos a un mail de distancia.

¡Gracias por viajar con nosotros!

Moisés Evia
Agente Customer Care Volaris

This message was sent Sunday at 18:00 pm
We called and the response of Volaris was:
You have until today to change your flight if not will be cancel because you had 5 days to change your flight.
I opened another Ticket after this answer on Sept 12 at 19:10 and this ticket still says open, today is the 13th day and NO RESPONSE

Ticket #2347747
Enviamos una solicitud como nos informaron en mostradores del aeropuerto de Tijuana Ticket#2343057 Nuestro vuelo fue cancelado el 9 de Septiembre TJ/SJC por motivos climatologicos y se nos fue informado que podian darnos un vuelo no garantizado a la Paz o que enviaramos una solicitud directa a tu experiencia volaris.
Enviamos esta solicitud el mismo dia de nuestra cancelacion y a su vez llamamos a volairs directo para que nos informaran cual seria nuestra opcion y no tuvimos respuesta hasta el dia de hoy en donde nos informaron que podiamos hacer un cambio y que este dia seria el ultimo dia para cambios. Nuestro cambio es para el 18 al 21 de Noviembre y resulta que ahora nos dicen que tenemos que viajar dentro de los 30 dias empezando el dia de la cancelacion.
No tenemos manera de viajar antes ya que el hotel que nos dan el cambio nos dan la opcion de Noviembre en adelante y encontramos esta fecha del 18 al 21 de Noviembre asi es que les suplicamos de la manera mas atenta que nos hagan el favor de darnos estas fechas para nuestro cambio. Para nosotros es una sorpresa que hasta ahora se hayan comunicado con nosotros para informarnos de este cambio cuando en mostradores nos informaron que teneiamos una unica opcion de hacer un solo cambio a nuestra reservacion por telefono directo lo cual no pudimos hacerlo ya que nos dijeron que todo era a travez de esta pagina.
Les agradecemos consideren esta solicitud y sean tan amables de hacernos el cambio para estas fechas
Pueden comunicarse conmigo directamente al 619.576.1744
Gracias y en espera de su contestacion

his request has been rated as:
With the following comment:
Pesimo servicio y pesima calidad de soporte, Tomo mucho tiempo en dar una respuesta y no dieron una solucion a esta causa por cancelacion del vuelo que entendemos es causa climatologica y no de las aerolineas, lo que es incorrecto es que no haya poder de ayuda cuando hemos conseguido una fecha que no es dentro de los 30 dias que ustedes reclaman hay que elaborar por los nuevos tickets. La informacion entre el personal de los mostradores del aeropuerto a la del call center fue distinta. Sentimos que nos mintieron al darnos informacion diferente. Hemos llamado varias veces y no obtenemos respuesta alguna. Volvemos a solicitar de la manera mas atenta no den la opcion de hacer el cambio para las fechas especificadas de Noviembre 18-21, 2021

Is this a good Customer Service attention. ?

Even when the boarding pass was printed the person did not want to scan
was specimen imagen she was rude and mean.
they charged for every thing
What about the persons that has not a cell phone and image is a image on cell phone or not.
Also when we try to discharge the boarding pass always sent a error how ever
they person charge the price for the suitcase like we did did were not flying
$1, 200 when should be $800.00 pesos
You end paying more than a good airline
Because at the end they charged for extras that they did not mention.
Horrible service
Please do not fly with them.

I called their 800 number due to a flight cancellation request. They asked me to fill out a form on line and wait 24-48 hrs. It's been well over 72 hrs and I haven't gotten a resolution. Called the call center was put on hold for 50 min got hung up on. Called again 3 more times and it happened again. With no resolution from a rep called Sergio Castro. He said their was no one above him that I can speak to that he doesn't have a supervisor. So yo wait till they get to my request. Even if they tell you 24-48 hrs that I have to wait their busy due to covid. That's not a response to give a customer.

When at the airport in Los Cabos travelling home to Oakland, California (with a layover in Ciudad de Mexico) I placed my Apple iPhone in the bin at the security check point and when I retrieved it a few minutes later, the screen was damaged. Now I can only see part of my screen and there is a definite crack on the left side of my phone that was not there before.

It was working perfectly fine before I placed it in the bin at the security check point. I have included a photo of my airline ticket as well as a photo of the damage to my phone.

On flight #Y4917 - August 18th 2021. I was being served coffee when I was spilled on me in my abdomen area. As I was trying to grab the coffee the flight attendant let go before I grasped the coffee and it spilled over the tray table and myself. This caused a very severe 3rd degree burn. The flight attendant gave me a patch with cream. Nothing more. No medical services after or anything. Very unprofessional as I was in pain the entire flight.

Volaris sold our return flight tickets for August 5, 2021. Our family was to fly back from Guadalajara at 3:14pm on 8/05/21. We also had reserved seats: 20A, 20B, 21A, 21B. WDJ93Q

Self check indicted we had to see an Agent. We waited in line for 2hrs (11:30am-2:30) and when it was our turn at 2:30pm, the Volaris Agent advised they sold our tickets and they put us on the 5:06pm flight.

I attempted to resolve this with Volaris rep Oscar Argueta [protected] to no avail.

I paid over 1000 dollars on two, one way tickets from Guadalajara Mexico to San Antonio texas cause of your bad policies.
1.I spent $139.70 dollars on a flight from Cancun to Mexico city which I never got a refund and couldn't change flight even with more than a month in advance in may 10, 2021
2.then I spent $639.16 dollars one way tickets from Guadalajara to San Antonio Tx.may 8, 2021 the tickets were over priced
3.then I spent 159.98 dollars cause luggage was over weight even though one luggage was a carry on.This was over priced too!
4.I also spent $80 dollars on covid testing for your airline to fly back .They didn't even check the covid test.That was over priced too.

I want a total refund for all the money I wasted on this bad experience. I will be contacting my lawyer about this issue.
Contact me to resolve this matter.

Horrible airline - when we arrived at the Tijuana International airport for our vacation to Puerto Vallarta come to find out They had overbooked our tickets! OMG! I felt like I was about to pass out! We only had 3 day vacation and apparently the next flight was until the following day. They would not cover for hotel or anything - blaming it all on the fact that I had not checked in within the 3-day email they had sent out! Amazing how the tickets have already been paid - they will not reimburse if you do not arrive to the airport; however they have the right to re-sell your ticket!

On 7/21/2021 I had a flight from Puebla to Tijuana. I got to the airport at 10am, my flight was at 12:07pm, when I got there there was a line to document suitcases and I asked and I was told it was only for people on the flight to Cancun. 30 minutes before my flight I got called on the speaker, I was told by the man at the front desk that I couldn't document my suitcase and that I had to document with the people going to Cancun. I asked to speak to a manager and she refused to document my suitcase and told me I had to leave my suitcases, and I told her why weren't they clear or had better communication with costumers, and were clear about documenting, and that I didn't know I had to document in the line for the people goin Cancun, and then she proceeds to tell me they don't have any flights to Cancun, I was charged about $1, 500, and they didn't try to help my situation at all, on top of that, my suitcase wheel was broken, last year I had a whole problem also, where the person helping me was very racist and also made me pay. And those planes are not cleaned and sanitized as advertised .

I went to counter for boarding pass and shown my luggage where they clearly told for not to pay for luggage. Asked few representatives and again went to different counter where they were doing weight check for luggage, person informed that it can be taken as carry bag.

While boarding, representative present at counter told to pay 500 pesos to carry luggage inside flight after lot of debate I agreed to pay and then other representative told to pay 800 pesos.
Finally paid 800 pesos and got receipt

They were not willing to listen to customers and behaviour was extremely rude.
Flight details
From Mexico City to Cancun
Flight No. 714
Date : 18th July 2021 morning 7:06

Volaris airline has by far the worst customer service and ridiculous policies I have ever encountered. I called a total of three times. The first time the staff was very helpful, needed to go on hold to address my request. After waiting over 20 additional minutes, I was hung up on. Then I called back. I was calling to switch two seats within my own reservation so I would still have an aisle seat if the person I was traveling with doesn't make the flight. After long discussion with the rude staff member, he said he swapped my two seats as requested. The next day my reservation showed nothing changed so I called back for a third time. The staff said I would be charged to literally just swap seats with the other person on my reservation. He said that was policy, which I wasn't told the previous day nor does that make any sense when I paid for both seats and am merely just wanting to swap the two so I don't get stuck in a middle seat with random people if he can't make the flight. Because I confirmed they will rebook the seat if he does not show up. I then spoke to a supervisor who said the same thing, even though I apparently was lied to yesterday when he said my seats had been swapped. I will not return to this airline. Worst service from any airline I have traveled. Go find another airline. I would have paid more for my seats based on everything I've encountered. Don't book with Volaris.