Volaris
Reviews and Complaints

We arrive 3 our before to the airport I was on line for 2 hours they was attending other people that arrive later of us... One off the officers ask me how many Americans passport and Mexican passport he only tell me to fill the forms for the Mexican passport no body talk me to fill a form por the American passport 30 minutes before the flight they talk me I can't flight because I don't have a paper for American passports but they only talk me to sign the papers for the Mexican passport and they talk me I have to pay 450 for each ticket to get and other flight ...

I purchased a ticket before the pandemic on 3/5/2020 (X6DVGI) and do not feel it is safe to fly anywhere. When I spoke to a customer service representative Carlos, he told me to call back a week before the flight in addition to send an email to [protected]@volaris.com to see if they can be of further assistance. I sent an e-mail on 12/20 requesting an electronic voucher, got an automatic e-mail saying they had received the communication (#1927799), but received no response as to my request. I resent it on 12/23 but still nothing. I called today 12/25 and was on hold for 3 hours and the call was cut off. This is horrible customer service!

Below is the e-mail, I submitted:
On Dec 20, 2020, at 2:35 PM,

I am writing because I have an upcoming trip scheduled for 12/26/2020 and feel that air travel in this time of the COVID pandemic is not only unadvised by the CDC but also irresponsible on anybody's part. I would like to request an electronic credit for my tickets.

I purchased airline tickets from Chicago to Morelia for myself and family (5 tickets total for $2, 392) on March 5, 2020 because my grandparents in Mexico were going to celebrate their 70th wedding anniversary. The mass and reception had been in the planning stages since summer 2019 with close family (including us) staying at my grandparents house. Shortly after purchasing the tickets for my husband, myself, and 3 young daughters ages 13, 9, and 4, it seemed the entire country began to shut down due to the pandemic.

We have been watching and waiting to see if things would get better, but unfortunately I don't believe they have. In fact, since the summertime months, the infection rate has increased from 3.4% to a current 10.4% in Chicago. I undeniably want to see my grandparents who are 83 and 89, but I do not believe this is the time.
- We are suppose to stay at my grandparents house and have no reservations at any hotels due to them living in a small town and hotels being scarce. I do not feel it is safe to stay with them due to the pandemic.
- I have 3 young daughters with whom I do not believe it is safe to travel right now. They are in school partial time, but the 4 year old is strictly at home and has never worn nor I believe will be able to keep a mask on for longer than 30 minutes. Her taking her mask off at the airport or on the plane and having a tantrum regarding keeping a mask on is a very high probability.
- My husband's aunt recently passed away due to COVID and we are highly sensitive to everyone's safety at this moment.
- I have heard that that border between Mexico and the US may close at some point, but I am not certain

I am a stay at home mom and our family is living strictly on my husbands salary. We have not been to see my grandparents for many years because tickets for 5 can get expensive. We decided to go for this very special occasion but safety for everyone including my grandparents is first. I absolutely want to see my grandparents, especially since they are getting older, but want to wait until they and we are vaccinated which I expect will happen within the next couple months. I would hate to lose my airline tickets and money I used to purchase them! At this point I don't know what to do! I feel like my hands are tied! I am to the point that I have not been sleeping well at night because of the stress of what to do about these tickets.

I always use Volaris when I travel to Mexico and so do several family members. I would love to continue my relationship with Volaris so I hope that while not typical, you approve an electronic credit for our tickets at this time.

Thank you in advance

I purchased a flight for my family before we were aware of the pandemic. We are supposed to fly during the holidays but we do not feel safe traveling for non-essential purposes and feel a sense of responsibility to slow the spread of Covid-19 as we continue to shelter in place but Volaris repeatedly refuses to offer a voucher for flying. Every phone call with them is indifferent towards the severity of the virus. We are incredibly disappointed at their lack of flexibility towards this unprecedented matter and would not recommend this airline to our family/friends nor will we consider flying with them in the future. Volaris has given us 2 options- both of which only benefit them, not the consumer. Shame on them for not taking into consideration the current status of the pandemic. I would like a refund or a voucher at the very least. Why would I need to pay more money whether it's for the Flexibility Combo add on or to change the date of my flight over something I CAN'T CONTROL.

A flight was booked with Volaris leaving December 26, 2020. I received an email stating they have changed my flight to leave 24 hours later. This new flight does not work. In the email they provided two options..either change the flight or get a voucher. We tried to change the flight to next year on the same date date but that date is not available to us. The voucher only allows us to travel within 12 months from the day it was issued which will not work either. The email stated if those two options do not work to call but and find out other options. When i call they say i have no other options. in order to complete our travel this year i would need to book another 4 flights with is not an option as they will not give me my money back.

I have tried to resolve this with a manager but they keep disconnecting me when i ask for one.

I would like my money back as they have proven they are an unreliable airline. This is a significant trip and I will not be able to change everything if they cancel or change my flight again next year.

reservation number A9M3NJ
STEPHEN VANDER HART
DIANA WEHRLI
HAYDEN WEHRLI
MIKAELA WEHRLI

I was in LAX on November 18, 2020 to take a flight from Los Angeles to Guadalajara. When I got to the front desk the person told me she can't find my flight reservation (VYRISZ) she told me to go to the self
service computer unable to get reservation also for my flight next day call 855-865-2747 they told me I was going to get a voucher in 72 hours on email [protected]@yahoo.com. Call back on November 22, 2020 said that I have to wait three to ten days. also request to have it e-mail change to [protected]@yahoo.com so I could monitor the voucher call December 01, 2020. said no I have to wait fourteen days tell a month to get the voucher through my email. Been speaking to supervisor at all time. I need to fly ASAP to Mexico this was not my fault you customer service wasn't very helpful could you please check what going on with the voucher.

Alicia Chavez Hernandez
(reservation number VYRISZ
[protected]

3 noviembre 2020 el día de mi vuelo
No, me permitieron subir al avión que porque los documentos de mi mascota no consistían con sus reglas. Los operadores de volaris me vendieron el boleto y me dieron las instrucciones de los documentos para la mascota. Pero la manager de San José California, me ignoraba y me negó el viaje sin regresarme mi dinero para atrás y ayudarme en ninguna otra forma. Perdí $1, 100 por boletos y veterinario sin impórtales mi bienestar. Que mujer más arrogante y grosera me dijo aquí yo soy la manager y no hay más nadie que te pueda ayudar. No recomiendo volaris fue una experiencia terrible

This incident happen on 10/27/2020 I was on the Volaris air plane when a man starts coughing and sneezing and he sound like he was very sick. I believe people should be getting screened before going on the plane and it was obvious this man was not screened. This man was sitting behind me my seat number was 12F. I got up to go to the restroom and I told a team member he name was Cynthia that I needed a mask to have more protection because I felt like my mask was not enough protection for me and my husband. She only asked me what seat I was sitting at so I told her but she seem like she was bother for me even asking for a mask. She never gave me the mask. She came to me during the flight and asked me in front of the man who was I talking about I felt so uncomfortable that was so un professional on her end because that could've got out of hand if the man was aggressive. Thankfully the man did not say nothing to me but I don't think I will like to fly out of this airline again.

So we finally got through to the call center after hours of wasted wait time on the phone back in april and although I asked for a refund for our scheduled trip in may, given we are people in age ranges that are most at risk who don't know when we'll be able to fly again - if ever - they still said "no" - (textbook answer without regard for the human element in their customers) — issued e-credits instead — they issued the e-credits for 25% more than what we spent on original tickets... Nice you think?... Here's the catch and the scam... The vouchers can only be applied to the actual plane "fare" and taxes are charged separately — so, what's the value in having a voucher that you will lose 1/3 - 1/2 of at time of re-booking because you still have to put money out of your pocket for the "taxes" when you've already lost the money for the original tickets? Why should the consumer pay more to re-book flights that had to be cancelled because of a global pandemic? This airline is the worst - they claim they are the "ultra-low cost airline" but they actually charge for everything and anything and their customer service is non-existent — they cite "company policy" like robots to get out of doing what they should which is taking care of the consumer who, after all, is the only reason they're still in business in the first place. After three attempts to use the call center to no avail because they cannot actually do what they're meant to do: help - and realizing that my $218.97 voucher was really only worth a maximum of $110 (when one of the agents did the inputting and not me - when I did I was only getting $50 for fare and having to pay $120 in "taxes"!) and I would have to fork out of pocket $61.93 for "taxes" if I wanted to reserve travel that, given the new normal, I may still not be able to make... I have given up — volaris stole my original $350 dollars (for 2 tickets) and that's that. They don't give a damn about "service" only about fleecing the customer — they deserve to go bankrupt. I will never fly volaris again and everyone I know will hear about this unfortunate incident - with any luck they will go bankrupt. Btw: I was asked by the last agent I spoke with to write an email to the company requesting a refund which I did - not expecting anything to happen with it but at least I gave them a piece of my mind. Lousy company, lousy service, they should not be in business.

We where forced to change our flight dates due to the covid -19.
Ticket # ohrsqr
Karina zarate and my son marcell luciano spicer

In 2019 my aunt anna purchased 10 airline tickets from los angeles to oaxaca june 4, 2020.
My aunt called saturday and changed 7 tickets to sacramento to oaxaca with a cost of $30 each person for the difference.

On 5/21/20 thursday my aunt called for me and my son to change the tickets for the same date and they where charging $265 each or more depending the departure location. On 5/21/2020 three calls had to be made because the first two calls the volaris representative hung up the phone on us as we where talking. So my aunt made the third attempt to change the date. On the third call I spoke with william azevedo the volaris representative and he was helpful, but again he said "I read through the note of the other representative". That tell me that william knew our questions to change the dates and he gave us the same information as the previous representatives. William said let me ask my supervisor and then the phone hung up on us. All three volaris representatives said let me ask my supervisor and then the phone hung up.

My question was: can you find a flight leaving anywhere in california that the difference in cost would be at its minimal. California has a lot of airports. I was requesting the flight date of may 19, 2021 or it can be variable.

I still have not changed my airline ticket.

I made a reservation from Chicago to Zacatecas D9UP4G. This flight was canceled. So I did not go to Zacatecas. I've called Volaris many times for a refund with no solution. I've spent close to 10 hours on the phone trying to resolve this between long waits, transfers and disconnected calls.
I also wAnt a refund for the return flight E6UC6P.this is the return flight. If I didn't fly out to Zacatecas then I can't return, right? Volaris refuses to work with me. Can someone help please. I can be reached at [protected]

I have been trying to call them, email them, messenger them since March 16th to cancel/refund my husband and my flight to Mexico City from Tijuana scheduled for May 18 - May 21 because both of us fall into the category of more vulnerable because of our ages (over 60) and the fact that we use CBX to access the airport since we live in San Diego and there's no "non-essential travel" happening there --- a voucher for future travel is moot because we cannot know when we will be able to travel again -- So it's looking more and more like we've either lost our $350 USD or I'll have to start dispute with the CC company to see if we can salvage that money. There is NO customer service - period --- I tried calling their US contact number for the "Call Center" various times -- different hours - to no avail -- after waiting for 30-40 minutes it drops the calls, I even tried calling Mexico and the exact same thing happens -- this company will certainly go bankrupt and they deserve to!

Volaris airline sent me an email April 10, 2020, that due to COVID 19, before April 15, 2020, I can change our April 30 round trip Tijuana to Mazatlan and return May 4, 2020, without penalty. They even sent visual instructions. On their visual instruction, the first step on their site is to first click the Mytrips button and choose "change flight". Pressing the "Mytrips" button does not bring up the menu indicated. It brings up a list of their customer service phone numbers. I called [protected], which is the US number and you eventually get put on hold with a wait time of 5 to more than 30 minutes. Never have I been connected with a volaris agent and have always been disconnected. I tried twelve times.
So, I then went online again going about making the change in a different manner. Got all the way to choosing the new flights. The message is no flights available and I checked numerous date combinations.
However, if one tries to buy a brand new ticket, there are available flights any day through 2021. Obviously, they are offering a ticket change with no penalty, but have blocked any future flight options for ticket changes, effectively making a ticket change impossible.

Since Volaris has a "no cancel" policy, the least they could do is make it possible to do as they promised in their email, allow us to change our ticket by offering the same flight options as are offered for new ticket buyers. We simply want to change 3 of our tickets to leave October 21, 2020 and return October 28, 2020 and change one other ticket to leave October 21, 2020 and return October 25, 2020.
I am expecting a reply within 24 hours.
Volaris needs to step up to the plate and do what they promised.
John Markey

Volaris airline sends me an email yesterday, April 10, 2020, that due to COVID 19, before April 15, 2020, we can change our May 16 round trip Queretaro to Cancun and return May 26, 2020, without penalty. Even sent visual instruction. On their visual instruction, the first step on their site is to first click the Mytrips button and choose "change flight". Pressing the "Mytrips" button does not bring up the menu indicated. It brings up a list of their customer service phone numbers. If one calls any of those numbers, they are on hold for 15 minutes, then disconnected. I tried three times, both with the U.S. number, and the Mexico number.
So, I then went online again going about making the change in a different manner. Got all the way to choosing the new flights and same thing.
All the flights are full through at least February 2021.
However, if one tries to buy a brand new ticket, there are available flights any day through 2021. Obviously, they are offering a ticket change with no penalty, but have blocked any future flight options for ticket changes, effectively making a ticket change impossible.

Since Volaris has a "no cancel" policy, the least they could do is make it possible to do as they promised in their email, allow us to change our ticket by offering the same flight options as are offered for new ticket buyers. We simply want to change our ticket to leave Jan 3, return Feb 5, 2021

Betty Bellomy

I had a planned fight 4/2/2020
I attempted to contact volaris many times by phone, email & website with no success! I been completely ignored by volaris airlines. It's a big shame an airlines would do this to so many people at least pick up the phone or email them back. I didn't go on my planned trip & volaris kept my hard earning money! This is the worse service ever!
Their email and phone lines have been down.

I had a return Flight from Zacatecas to LAX on March 25, 2020. I tried getting my boarding pass hours before my flight but I could not. Either the web site was too busy or not funcioning. I went to Calera airport from a Ranch near Colotlan Jalisco, I paid $100 dollars for a taxi to the airprt. Upon arrival I was told my flight had been cancel and moved to the next day March 26, 2020. I had to take a taxi back which coast me $200 dollars plus lost time and money. I have complained to your company, they assigned Complaint # 1469138. I am a V-Club member and I use your airlines often. All I am asking for some type of re-inversement for my money and time loss. At the ranch I don't get service. I did not get an email or phone call to let me know my flight was canceled. when I got to the United States I started receiving my emails and one of yours was letting me know about my cancelation. Please let me know if you can help me with my money and time I lost.. Thank you Manuel Barajas [protected].

I called your number, for several days, it dropped after lots of waiting, went to SJC airport to cancle/change it. They told me i have to pay [censored]ing $320 to exchange one way ticket for a date in Nov, tho if one wants to buy the same ticket for the same day in Nov price is about $150. Then i refused and the counter lady gave me the info to email Volaris in Spanish and ask for voucher, supposed to receive it up 72 hrs after i sent the email. Still nothing happened. its been 40 hrs now and no response. Sent another email and waiting, digging in whatever i can to get a voucher or MY money back. my flight( its a return ticket in April) is in few days and i just received an email from Volaris which reminded me to choose a seat.How nice! Seriously? Are you out of your mind? Dont you see the Corona crisis and many people has to cancel their flights?You should be liable toward your customer, I am a frequent flier and V-club member and still no luck to change my flight. I will hire a lawyer and sue your company not only for your horrible customer service, but for my husband is criticizing me that i cannot handle to cancle a ticket. You must have more sense of dealing with customers during struggling times. REFUND ME ASAP!

I have been calling for days to change my flight. I have called at different times and the call drops. I just lost my flight to no fault of my own. I tried to follow your steps online and your stupid system doesn't work. I want my money back and I will continue to complaint until you guys refund me my money. You are the worst to handle difficult situations and take care of your customers.

Look u guys are horrible been calling for a week to get my flight changed u do no answer the line and the line drops. U offer change my flight with prices that are ridiculous and flights that are available with new purchase but not with change my reservations I want my refund now u guys are a joke how dare u price gauge when there is a PANDEMIC what safety do I take there is a respiratory infectious disease and u guys can't even pick up the phone [censored] u VOLARIS

I tried calling to change my flight due to Border being closed off to non-essential travel day before my flight departs. I tried calling at least 10 times during the day, but phone would immediately disconnect after selecting an option, or would disconnect after 5-10 minutes. I tried again after 11:00 pm hoping less busier, but same problems. I finally got a hold of an agent at 4:00AM. She could not change my flight due to me having used an electronic voucher with my flight. Apparently, this same voucher put a block on my reservation code for online change requests because I had no luck paying for the change request (credit card payment declining on all my credit cards). Anyways, the agent could not help me in any way! She told me to call the service number again [protected]) and select option 5. THERE IS NO OPTION 5 available! I am awaiting email response from VOLARIS, as my family and I missed our flights! Hoping for some support, but I definitely am not getting a warm fuzzy feeling from Volaris.

So I've called multiple times to talk to somebody about my flight and I get put on hold for about 10 minutes then the call is dropped and i'm not able to get the I need. I've also tried email & Facebook Messenger and I get no response back, I know i'm not the only person with the same complaints about the poor phone service if you look at the comments others have said the same. I would hope I could get some assistance quickly because i'm not able to go onto my flight in 12 days because of this pandemic and I need some assistance in changing my flight or getting a refund as soon as possible.