Volaris
Reviews and Complaints

Originally purchased my tickets to travel on 12/26/2020. Due to the pandemic, health concerns, and the border being closed except for essential travel, I was forced to cancel my trip. When I called Volaris to make the change, or at least cancel the trip, I was told that if I didn't fly, I would lose the cost of my tickets, essentially, I would lose everything I has paid, $1365.98. This was reservation TYRWYZ. I was told that I had to pay the Flexibility Combo in order not to lose the $1365 that I had already paid. In addition, I had to pick a new date to travel, not just cancel. Since at the time I had no plans for summer travel, I just picked a random date, thinking that the Flexibilty Combo I was being forced to purchase would allow me to pick a date when I had actually made my new travel plans. I paid an additional $411.93, even though I had previously paid for Trip Assistance, which I thought would allow me to make changes. So by now I have paid almost $1800 for my three tickets. Today, June 8, 2021, I attempted to make a change for my actual travel dates, and so I went online and tried to change the date. All summer was greyed out, not allowing me to pick any dates. So I had to call Volaris, and was told that the travel dates that I wanted to choose now were high season, and yes, I could reserve the dates I wanted, but had to pay the fare difference. In the end, I spoke to a Supervisor, and was told I would have to pay an additional $587.69 to travel from July 29, 2021 and returning on August 7, 2021. I was furious! I argued and argued about why I had to pay an additional fee, I had originally book on an extremely high busy season, at Christmas, so summer was same thing. I explained the reason for not traveling in December, the pandemic, so I couldn't travel even if I wanted to, because of borders being closed. And now, I have to pay an additional $600! Nothing I said got through, and yes I was very frustrated, but Supervisor said if I wanted to travel, I had to pay more. I asked what the Flexibility Combo was for, and he explained it was to rebook reservations, but during low season! I asked who travels at the airline's convenience? I can only travel certain dates, around work schedule, same as most people? How sneaky can this airline get? Why is rebooking flights during a pandemic such an issue, and penalizing the customer? I feel this is so wrong on so many levels! I had to cancel the original reservation, and now I am being penalized! I cannot afford an additional $600! I already paid way more than what is fair. In fact, if I go in now and book a brand new reservation, it would cost way more than the $1800 I have already paid. Therefore, I cannot understand the additional fee I am being asked to pay! New reservations for three people with seats and baggage are under $1500 right now. Please help me!

A bunch of us missed our flights it was horrible . My aunt and I arrived around 6:15 pm plenty of time before our flight we proceeded to the qr health screen went on to get boarding passes the attendant was very rude ! He told we weren't going to make it basically threw the passport and said to get a covid test we proceeded walking towards the lab on the other side of the street around 6:40 and the had said the closed at 7:30 pm this lady just kicked us out and did not let us get our test done and we were there before time .
My and and I missed our flights with other fellow passengers . We were been recorded by volaris airline staff and were threatened to get the police to kick us out of the airport . Kids and elderly included ! We were distraught ! My email is [protected]@icloud.com for contact I have videos and other people as well that we'd like to share .

El dia 24 de Abril del 2021 la serorita Vanesa Gutierrez nos asistio para el vuelo de Los Angeles a Oaxaca. Mexico. Ella tomo una decision arbitraria al decidir que mi mascota de apoyo emocional no podria viajar en la maleta estipula por las medidas que requiere Volaris para este servicio. Causando asi una gran angustia y danos fisicos. Gracias por su pronta atencion al respecto.

My father was recently diagnosed with a very delicate disease, thus with Covid 19 restrictions my grandmother had been prevented from visiting her son, plus adding the fact that her husband has recently passed. We have used Volaris for all of our flights since they are very conveniently located in our home town. Unfortunately due to my father's health he could not manage to pick her up so we decided to try the flight from Mexico City directly to LAX. By far this has been the worst experience that anybody in our family has ever experienced. My grandmother arrived at the airport at 10am with the flight destined to depart at 1:50pm, plenty of time to get everything situated and prepared to be on time without rushing. My grandmother and my Great Uncle are both 70yrs and 69yrs respectively. I cannot even begin to express the treatment that was received by the attendants. Per my grandmother she was told that she was too early to check in, so they redirected her to take a seat until they were called. My passengers waited patiently, once they began to board they go up to the lady attending and are told that they cannot board without the covid negative test, understandable the sole reason that I paid for my passengers to get tested at the airport. Being a couple of elders there was no directions given to them, just allowed to figure it out on their own, neither of them know how to read or write since back in their time they were not given the opportunity to go to school. My grandmother at this point is freaking out because she has to go the entrance of the airport which she claims is a long way out. It doesn't matter at this point she is aware she most likely will not make it to the flight on time. She goes back to the Volaris check in and notifies them of the issue and tries to get it resolved before the next flight leaves. One of the flight attendants informs my grandmother that she has to return back at 5pm since the flight departs at 8:30, my grandmother is told that there might be an additional charge that she might have to pay to change her flight to 8:30pm which my grandmother agrees. These 2 elderly passengers are told to wait and sit until 5pm. Well 5pm comes around and when they go the check in they are told that there are not more flights available and that if they want to come back tomorrow...They are told that their people, I'm guessing referring to me didn't pay the difference, this is completely different to what she was originally told. Of course at this point her diabetes is kicking in, she feels dizzy and upset, she is going through an unnecessary crisis due to the lack of communication and better understanding. I call customer service number on the internet only to find out that the only way to address this issue is to do it personally at the airport because apparently there is no direct line. This whole time that we are trying to settle this my grandmother is repeatedly told that there is no way she will depart that day. Someone directs her to find the supervisor, which she does, a lady that she forgot to get the name, I understand that Covid guidelines are in place but knowing that they are elderly passengers I would think that there would be a little of sensitivity to handling issues. There was no way that we could help it was as if we were helpless and my passengers left to figure it out. I can't believe the amount of distress that came from this experience, being told different things from attendants, ripping and disposing of their tickets, given the wrong information, being told there were no more seats in the flight. But then why was it that I was able to purchase the tickets myself at 5pm? This just shows the lack of attention and lack of consideration from your airline I am extremely disappointed in the way that you treat elderly and the way your Supervisor handled the situation. Please look into me getting a refund for the tickets that were lost due to your lack of help, willingness to communicate per phone and in person. I have attached the reservation numbers for all the 4 tickets so you can see that there is no lie between the payment and how I was able to purchase the tickets for my elderly passengers with no help from your call center nor your help center at the airport. It is extremely disgraceful the way you are handling things in the airport.
Thank you

Our incident happened on May 8th at the Tijuana International Airport, our flight was schedule to leave at 10:10am we were in line 8:10 am to get to the check in desk, they were so slow and the line so long that it took us 2 hours just to register, because it was only one lane for all destinations withing Mexico. Then we found out our luggage was sent to Cancun, however as we got to the board the plane they told us we were too late to board it, they told us we needed to buy another ticket. we went to the counter and the next available flight was until Monday the 10th of May at 11pm and to top it all to reschedule we had to pay $3000.00 pesos we do not thing is fair when it was Volaris foul. We lost 2 days of vacation, the two days we pay at the hotel, transportation and other many inconveniences. So far worse experience with Volaris.
For what we experienced we deserve a refund at least.
Volaris been a company that cares to its costumers, we deserve a refund for the flight, that won't cover for all the other expenses.

Sincerely

Joseph and Lorena Zepeda

aquien concerna:
nombre otto herrera

Mi vuelo de regreso estaba programado para el dia 23 de abril, dias antes reciboplamada de la cuidad de mexico. cancelandomi salida del dia 23/4 me explicaron las opciones que eran la devolution de el 125% decidia no volar con volaris obien viajar el dia 25 de abril y retornarian el 50% el casto del vuelo. mi respuesta fue que tenia que consultar con la otra perso " mi sobrino" jorge rivera:cuando llame para hacer la reservation para el abril 25 el senor que me atendio me dijo que no tenia derecho al 50 % por que estaba volando de regreso. el dia 25 de abril cuando me presente para volar de regreso me cobraro por 1 maleta de jorge rivera y las 2 que yo llevava $320 pido hablar con el supervisor me falto al respecto y yo tambien lo insulte, luego despues que nole dio solucion al problema no me permitio volar de regreso. una de las asistentes de volaris me dijo que registrara mi vuelo de regreso por el que me cobrarob $120 mas. pedi el nombre del sedu supervisor y nadie me lo quiso dar la razon es poque no querian perder su trabajo. estalamentable que volaris caancele el vuelo sin justification pero uno como consumidor cuando hace el cambio pague las consecuencias

I purchased a round trip flight from Tijuana to Acapulco, my reservation code is Q6RVVI. I payed extra for a premium seat for both the departing and returning flight. On April 6, 2021 I had my departing flight from Tijuana to Acapulco, I paid $147MXN plus tax for a premium seat in the front row. The day of the flight I was assigned seat 2D which is a regular seat. I asked if I could move to the front row to a premium seat that was empty since that is what I had paid for, and I was told I couldn't. On my returning flight which is tomorrow April 27, 2021 from Acapulco to Tijuana, I also paid for a premium seat in the front row. Today I downloaded my boarding pass where I noticed I was assigned seat 3D, which is not a premium seat that I had paid $163MXN plus tax. I called the Volaris customer service center, and I asked for a refund since I wasn't getting the seats I was paying for and I was told there was nothing that could be done. The customer service representative did however change my seat for the returning flight to seat 12C which I am hoping will be a premium seat. My complain is to get a refund for the premium seat pricing for the departing flight from Tijuana to Acapulco because I was uncomfortable the entire flight.

I tried to make a purchase online with volaris but it said that my card didn't go through. I went to volaris ticket booth at the airport in Tijuana and decided to pay in cash after they checked that I didn't have any reservation. The lady took my payment in cash. She didn't give me a receipt just the actual tickets. Two days after I found out that my card did go through. I called them regarding this matter but they keep on referring to email. In asked for a receipt from volaris that I paid in cash, they said that I never paid in cash and that I used a Mastercard. I don't even own a Mastercard. They have a payment with mastercard for the tickets I purchased in cash at the airport. Their doing something illegal. I have been trying to contact them but they give me the round o round. I have tried to explain to them that they took money from my capital one card as well as my cash but nobody is listening.

Hello I have been calling since yesterday because I had originally bought a ticket may 18 but I purchase volaris flexible and I ended up changing my ticket to April 28 and I am trying to do my check in and my bags did not appear and I have already paid for them I have called multiple times and I can't getting no results no one is helping me and I'm getting really stress I have talked to the supervisor and she started ignoring me I have recorded it because she was refusing to respond to me I will send the video because this is rude and unacceptable that I have to waste so much time for no one to help me I want my luggage to appear if not I want my money back this has became really frustrating and this video will be sent out because no one deserve to be tearing like that and it's sad to say it was the supervisor. All I want it my bags that I have paid for wick I have my receipt for please I just want my bag I have paid for them already . I also want the head of volaris information that I will be reaching out to for the way I have been treated.

On 4/20/21 I decided to add luggage to a flight reservation made in March. My flight is on 4/27/21. I clicked on the flight I wanted to add luggage to and then clicked on the other flight just to make sure it did not add to that one as well. Upon checking the return flight, I noticed that the luggage was added to that flight as well. I deleted the luggage from the flight I did not need and returned to the outbound flight where I do need the luggage. Once there, I noticed that the luggage was missing from that one. I repeated the process to make sure it was correct. Whatever option I put for one flight, was the same for the other. Never using the website to add luggage before, I was led to believe that the luggage was included for both flights. Upon being prompted to click on the next button, it took me directly to put my payment information. Once I finished there, a prompt showed up and told me to check my email for my itinerary. When I looked at the itinerary, I saw that the luggage was added to the wrong flight. I went to try to change it but noticed the prices had changed and instead of messing with it further I decided to call customer support. I explained what happened and they told me that their policy is non transferrable and cannot be cancelled. I told them that I understood the policy however that it was the website that had malfunctioned. Again I was told that I should have received a confirmation before the payment and I told them that I did not receive one. They refused to acknowledge that their website was faulty and refuse to help me out. They had me file a complaint and that someone would reach out to me by email and help me get the issue resolved. On 4/22/21 someone contacted me asking to be on the same page. 20 minutes later I responded thanking them for responding and clarifying what had happened. I had no response so on the 23rd I re emailed to ask for an update to which almost 10 hours later, a different person responded and let me know they will reach out again in 48 hours. At this point I am extremely stressed out because my flight takes off in the next couple of days. During this time I have called many times to speak with a representative, I have gone through their whats app system to speak to someone and they all gave me the go around and refuse to work with me. I have told them many times that I am simply asking for what is fair, not asking for a refund, not asking for credit. I simply want them to rectify the error that occurred through their web page. Speaking to a representative, she let me know that they have no control over their website and that she can not give me information to someone who could assist me like her higher up. She said that without any proof that the website was malfunctioning that she could not do anything. I tried to ask her if I am a new client who has never used the website before, how could I know if the website was malfunctioning to begin with. How could I have known I needed to document. She refused to answer me and again just repeated the policy again. I asked her if they are not responsible for errors the website makes, if she could give me the contact information to whoever is responsible. She again refused and told me to write another complaint. I feel cheated because the error was out of my control yet, I am being held accountable. I just want them to be responsible for the error their website caused.

I never received a voucher as promised several months ago and again twice in the last week. Phone transfers to a supervisor were dropped twice. Broken promisses: 1. a voucher in 3 business days, (in Nov 2020) 2. A voucher would be expedited at arrive via email in 24-72 hours, (March 5 2021) 3. A voucher would arrive in 7-21 business days but no confirmation number of the transaction was provided. (March 08 2021). As of March 11, 2021 I have not received anything. Today I will try again.

I need volaris to refund me for the amount of $572.62 of the 6 cbx tickets charged on march 4, 2021, I never authorized. My name is Maria Torres, also Julian Torres, Maricela Martines, Luis Lara, Kate Torres and Jazmine Torres any questions this is my phone# [protected]

My earlier fight from Cancun to chihuahua was canceled, I received a call that my modified flight # Y4678, which was to leave in the morning was cancelled and that their others afternoon flights were cancelled as well. The worst part is that they said they don't know why? I cannot believe that Volaris has employees that have no compassion for their clients needing to get home, nor any information to put their clients at ease. This is the worst airline that I've ever experienced!

Was looking at possibly changing my flight and I accidentally dropped my phone causing it to change my flights. I called immediately after stating it was an accident and they would not restore my previous flight which I paid a hefty price for. They wanted me to pay an additional 1k for a flight I had initially booked. All I wanted was for the airlines to restore my previous flights

The service at the airport at LAX from Volaris was by far the worst experience ever. The attendees at the desk were very impatient and rude. Being that we are in a pandemic I would expect airport employees and volaris customer service via phone to be a little more understanding and patient with customers who are confused or have questions. On 2/7/2021 I received a call that my flight Q6 4090 for 2/9/2021 from SAL 04:31 PM to LAX 08:04 PM was canceled. I was told that the flight is no longer available and I continuously asked why or what am I supposed to do and I was told that flights will be available in March 2021. I was not planning and cannot stay in the country until March. I was very disappointed in the customer service that is being offered by Volaris. I do not plan to refer Volaris to any of my associates.

I purchased tickets to fly from Guadalajara to San Jose CA. We live in San Jose and visit Guadalajara every year with our dog. I understand that rules have changed in regards to emotional support animals, but I purchased my tickets months in advance back in October 2020 knowing on their website that they accepted ESA. If I knew they would not let my dog fly with me I would have never purchased the ticket. Before I traveled from the states to Mexico I called frontier and volaris regarding my ESA. They had me submit some forms, a medical certificate from my doctor, a vet form and a declaration from which I did. While on vacation I called 3 more times to make sure my dog was able to fly as an ESA and if not I'll gladly pay the pet in cabin fee. They sent me a confirmation email that I was able to travel with my dog, but oh surprise when I got to the counter to check in, they told me a whole different story volaris blamed it on frontier because it's a different airline but operated by them. They had me contact my vet (time difference was 2 hrs ahead) in the states was 3 am I contacted my emergency vet per volaris request wanting an email stating my dog was examined and healthy to travel, also that she was clear of parasites. My vet emailed me this information with their license number and they did not accept it. The supervisor told me that if I didn't have that letter USA would deport my dog and sacrifice her! Pretty upsetting, not to mention I suffer from anxiety attacks and that's one of the reasons I travel with my dog to provide comfort for my mental disability and this lady tells me that they will sacrifice my dog because they don't have the paper exactly how they want it, I had all documents frontier requested, which is the airline I purchased my tickets with. I know USA would never do that because my dog is a USA dog! My husband had to stay behind with my dog to take her to a vet in Mexico and get the paper volaris is asking for. I had anxiety the whole flight back to the states crying during the flight because of all the unnecessary stress I was put through. Now by requirement my husband has to do a Covid test which he has to pay extra for. Frontier also mentioned I could add my dog as a pet in cabin for $99 dólares at the counter they charged me over $180. When I went to Mexico I traveled with Alaska airlines and they did not give me any problems they were able to add her with no paperwork. Volaris pillar II states "we crate excellent experiences that make the difference by listening and proposing solutions and efficiency and creativity resolving the needs of our internal and external customers with a positive attitude" this is not the best experience they created this is my first and LAST time flying with volaris or any airline operated by volaris. This is by far the worse experience I've had when traveling and I travel at least twice a year. The lack of communication between the front desk and the call center should not be the customers fault, I believe my rights were violated and my right to fly with my dog should have been honored given the fact that my tickets were bought months in advance.

I've been back and forth on hold now for an hour with a customer service agent didn't get his name... So volaris flight was canceled, never was notified. I called earlier today just to make sure everything was good with flight. Which they have record of just to arrive to the airport to find out its canceled. They offered a flight for tomorrow, which won't work because I need a negative covid 19 test. I ask for a supervisor just so he can get in the phone rudely said I can't help you and hanged up on me I'm still on hold waiting to speak with him. His name is Victor Lara. Volaris need to hire better educated employees

Last year I made reservations for me and my family to travel in June. We had to cancel because of the Covid travel restrictions. During my cancellation I was told that I had a year to make reservations for a flight. I have been attempting to use the voucher/credit to travel in June 2021 a year after our original planned trip. I was told that my credit had expired and that I had lost my money. My original cancellation number is SDD23N.

I will never buy a flight ticket from volaris the lady the help us was extremely rude she clean her area and just take off i wish I can know her name i just know she work here on DFW airport the gm try her best to help us at the end but the didn't resolved anything so never again...I have a emergency on mx and she seems like she didn't care about it I just hope she will never be on my situation.. plus she tell my brother that she didn't want talk to him the she was done just because she wants to go sit and be on her phone .

I did purchased a flight ticket on the 29th of December 2020 at 11 pm from LAX to Zacatecas, anyway I tried to change the date instead flight the first of January change it for the 30th ( emergency) that I had to go! Well they told me that they can not refund my money from the 29th because is purchased for the first of January and at least needs to cancel 7 days before the flight date ?! Lol are you kidding me I purchased two days before ! How they wanted me to cancel 7 days?! So that's they " policy ", well the second option is change the date for the days they want and time has to be on they terms (which I think is stupid) because is my money! Well plus whatever I already paid I have to pay $70 extra lmao wow! Honestly this is my [censored]ing last time give you business!