Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 1st, 2025, when attempting to board our return flight from **** to ******* my family was involuntarily denied boarding of our flight. Volaris employees claimed that a smaller plane than expected had arrived and they didn't have as many seats as they had sold. My family bought our tickets about 6 months prior which seems outrageous that they would kick us off the flight, as well as the fact that we were at the gate over an hour before boarding, ready to go.Over the past two months I have tried contacting Volaris with little response until the past week when they have tried strong arming me claiming they cannot offer me anything other than a refund and then claiming they can max give me ***** MXN Pesos per person (6 of us) and eventually ***** MXN Pesos per person (****** MXN Pesos or about $800 total) However, because they overbooked us and the next flight they offered us to take was already overbooked as well we booked a return flight through aerobus which left 5 hours after we were supposed to, causing us to miss a religious event that evening as well as causing us additional expense from food in the airport as well as the aerobus flight being more expensive since it was booked on the day of the flight. Please see my Word document explaining more and showing receipts of all our additional expenses. At this point, we are seeking a refund of our additional expenses as well as an additional compensation in the amount of the cost of the original flight for undue hardship.

  Business Response

  Date: 08/01/2025

  Dear Mr. **************** style="line-height: inherit; color: rgb(41, 50, 57); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; background-color: rgb(248, 249, 249);"> 
  We are writing in reply to BBB case number 23679302. 
   
  We really regret the inconveniences of flight affectation, we understand that Volaris' service did not meet your expectations. 
   
  We would like to confirm that corresponding refund of affected flight SJD-TIJ last June 01st, 2025, plus additional unused services, was applied for a total amount of $ ********* MXN on July 22nd, 2025, to original payment method. We suggest to validate it directly with your bank institution. 

  Booking: IE98MW

  Route: SJD (*********)-TIJ (Tijuana)

   In the event of overbooking or cancellation of flights (due to causes attributable to the airline), the provisions of the applicable legislation in the country of the flight of origin operating the segment in question will apply, refund of the affected flight, and the airline shall also cover an indemnity to the affected passenger, which shall not be less than 25% (twenty-five percent) of the ticket price or of the unused portion of the affected flight.
   
  Refund for extra charges or expenses does not apply. A compensation of $ ******** MXN in electronic credit for future transportation with Volaris per person is being offered, which is more than the 25% of the price of the ticket, in case you decide to accept this proposal, the electronic credit will have the following characteristics: 
  

  *Valid for multiple purchases.
  *1 year to book (You can travel on the date and destination you prefer, as long as the flight is published).
  *Applies for total fare( base fare, taxes and additional services).  

   Thank you for your understanding. 
   
  Sincerely, 
   
  Volaris Customer Resolution
   

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23679302
  
  I am rejecting this response because:

  1. Our incurred expenses because of Volaris involuntarily denying us boarding of our flight which we booked 6 months prior to departure totaled $1,566.92 USD. Where Volaris has only made up by refunding the cost of the flight we were not allowed to board. Your own policy states you will cover additional expenses incurred in the event Volaris fails to provide service.

  2. We have no interest in a flight credit and have asked numerous times for a cash compensation which the law dictates is well within our right. 
  

  My proposal is a cash compensation of ***** MXN per person, totaling 2***** MXN Pesos.

  Sincerely,
  
  ***** ******

  Business Response

  Date: 08/08/2025

  Dear *** ******, 

  We sincerely regret the inconvenience caused by this situation and understand that the service provided by Volaris did not meet your expectations.

  In cases of overbooking or flight cancellations due to causes attributable to the airline, the applicable legislation of the country where the flight segment originates applies. As required, the airline must compensate the affected passenger with an amount not less than 25% of the ticket price of the affected flight.

  As a gesture of goodwill and in full compliance with the regulations, we are offering a compensation of $2,500.00 MXN in electronic credit per passenger, which exceeds the required 25% of the ticket value.

  Should you prefer not to accept the electronic credit, you may opt for the regulatory compensation in cash, which corresponds to $656.29 MXN per passenger in booking. This compensation must be processed individually for each passenger.

  We truly hope to have another opportunity to provide you with a better experience on a future Volaris flight. 

  We appreciate your understanding.

  Sincerely, 

  Volaris Customer Resolution

• Initial Complaint

  Date:07/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 30th 2025. Check in process was deceiving. Asked if we were processing a checked bag to which the answer was yes but I had already purchased this checked bag. Because I answered truthfully the system automatically added an additional bag to all of the passengers for my reservation that was then placed as a pending payment. I tried calling the airline to resolve this service that I would not need or use and they basically said theres nothing we can do. You either pay for a service you will not use or need or you will not be able to board. This airline will cancel a flight if you fail to pay for it but can not cancel a service if you dont pay for it even if you will not need it and threatens to not allow you to board unless you pay for a service you do not need.

  Business Response

  Date: 08/08/2025

  Dear Ms. *************** are writing in reply to BBB case number 23676366. 
  
  We would like to inform you that the refund for the unused baggage services associated with reservation PCGVQC has been successfully processed on August 6, 2025, to original payment method used at the time of purchase.
  
  Please note that depending on your banks processing times, the amount may be reflected in your account within approximately 7 to 15 business days.
  
  We appreciate your understanding.
  
  Sincerely, 
  
  Volaris Customer Resolution

• Initial Complaint

  Date:07/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a flight scheduled for July 24, 2025 departing from ******* at 1:55am and landing in *********** at 5:01am. The confirmation number is XKZ2NK. We arrived at around 10pm to 11pm to the terminal at the airport, and there was absolutely no one at the Volaris kiosk. We waited and waited but no one was there to help us. The reason we were there was because we had purchased for a checked in and carry on bag, and wanted to make sure to get the checked bag in. Since no one was there, we had to beg the *** to allow us through since no one was at the kiosk. When we got to the gate, the Volaris agent told us they didn't see anything on their end, so they had to charge us the fee for the carry on and checked baggage, but not only were we double charged since we had already paid for it beforehand, but they also charged us the last minute fee, which comes out to be much more. We would like to get a full refund on the fees that were charged for both bags, which totals to $280.

  Business Response

  Date: 07/31/2025

  Dear Mr. ***************** style="line-height: inherit; color: rgb(41, 50, 57); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; background-color: rgb(248, 249, 249);"> 
  We are writing in reply to BBB case number 23662533.
   
  We confirm that booking XKZ2NK was acquired under a Zero Fare, which only includes one personal item per passenger for both domestic and international flights. In case passenger needs to add additional carry-on, additional baggage or if the baggage exceeds the maximum allowance, the corresponding fee has to be paid. 
   
  According to our system record, we confirmed that baggage services were not added to booking XKZ2NK during the purchase process or prior flight date.
   
  Unfortunately, due to audible and internal process a refund is not applicable in this case, however, as a gesture of service and for one-time exception, we could support you by reintegrating the full amount paid for the baggage fee in the form of an electronic credit for future transportation with Volaris, in case that you consider accepting our proposal, the electronic credit would have the following characteristics:
   
  *1 year to book (You can travel on the date and destination you prefer, as long as the flight is published).
  *Applies for base fare and taxes.

  Please be advised that if a chargedback petition is submitted, it will be reviewed and validated with our ***************** Area before we can confirm the issuance of the credit. 

  Booking: XKZ2NK

  Route: ORD-GDL

  Thank you for your understanding.
   
  Sincerely,

  Volaris Customer Resolution

• Initial Complaint

  Date:07/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On july the 12th I travel to ***********(******)Confirmation #THPNNQ last name ******.When I travel to *********** I tried to check in a day before our family vacation.I filled out all the information and paid for two bags and my steps's son fee's to enter ******, For total of $298.36 usd. Then I got an air massage saying that I couldn't check in.I thought it was my credit card. Then I tried a different credit card and I paid only for two bags for a total of $262.50 usd.And I got the same massage that I couldn't check in.A little bit later I checked my credit cards and show both charges one in each credit ******* the day I travel I told the desk lady what happened.She replied saying that there was nothing she could do.And told me to call tha numer 855- volaris (865-2747)I tried for at least 15 times trying to talk to someone about the problem. But it is impossible to get somebody to talk to on the ******** I found a WhatsApp number *****************) Finally I was able to get information on how to email somebody about the issue his name ***** ***** email address [email protected] email this person he offered me a Volaris credit for the amount of the two extra bag they over charge **** rejected the offer and told him that I wanted my money back.And he informed me that is not possible to refund money for services requested.The only thing possible was to get a credit for a service that I never received or requested.They double charge me for my bags and refused to refund me my money.I have credit card receipts and a email chain with Volaris if need it.

  Business Response

  Date: 08/15/2025

  Dear Mr. *******
  
  We are writing in reply to BBB case number ********.
  
  We would like to confirm that your case has been reviewed and resolved, and the refund corresponding to the duplicate charge was processed on July 28th to the original payment method used for the original purchase.
  
  We kindly recommend that you verify the transaction directly with your bank, as posting times may vary depending on the financial institution.
  
  Booking: THPNNQ
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

• Initial Complaint

  Date:07/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 15, 2025, I started a purchase for a round-trip flight from ******** to *********** and vice versa, but my itinerary included carry-on luggage and they do not answer calls or contact a person, despite being a multi-million dollar company, they lack customer service, I could only speak by messenger and in a very rude and despotic manner and they told me that I had to pay a difference of $1,005 Mexican pesos and I looked at my ticket, they canceled my carry-on bag and only added the bottom bag and removed the bag that was included from the beginning, I ended up paying a total of almost $2,000 Mexican pesos for a checked bag.

  Business Response

  Date: 08/08/2025

  Dear Mr. **********
  
  We are writing in reply to BBB case number complaint #********.
  
  Following the communication with our representative, you confirmed that the issue related to your baggage has been resolved, which we are glad to hear.
  
  However, we have received a new request from you regarding the validity of your VClub membership. Please be informed that this matter is currently under review with the appropriate department. You will be contacted shortly with further information and resolution.
  
  We appreciate your patience and understanding.
  
  Sincerely, 
  
  Volaris Customer Resolution

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchase flight tickets for me and my family unfortunately one of my daughters was not able to travel due to personal and since I bought a fully refund ticket when I arrived to the counter of Volaris they told me they will place a note and Volaris will send me an email. Since I had not receive nothing with in the week I had try to contact them but I was not able to find correct place since in the app there is no place for customer service or by phone nobody would help me. Finally I found a number I can text but they told me they would only give me $65 back for YUA becouse I only have 24 to request money back.. that was not inform to me in any platform, not when I purchase the ticket, not when I let them know at the airport neither way. They are deceiving the customers. I would as for you to help me get my full money back please

  Business Response

  Date: 08/08/2025

  Dear *** *****, 

  We acknowledge receipt your complaint #********. A customer service representative will be contacting you shortly to review and address your case. We kindly ask you to remain attentive to the contact channels you provided, including phone and email, as we will be reaching out through those means.

  Sincerely, 
  

  Volaris Customer Resolution

  
  

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 6, 2025, I missed my Volaris Flight 3120 from ******* to *************** due to a combination of Volaris system errors and poor airport staffing.I purchased the ticket on May 30, 2025. On July 2, I attempted to add a checked bag online using several credit/debit cards, all declined by Volaris system despite having sufficient funds. I called customer service at 12:37 PM, and they acknowledged a system issue and said it would be resolved in two hours. It wasnt. On July 5, I called again and was told to pay the balance at the airport.I arrived at *************** at 4:00 AMthree hours before departureonly to face a massive line with just two agents assisting hundreds. We didnt reach the counter until after 7:00 AM; the flight had already *********** the counter, my cards again failed. After contacting my banks, they confirmed no payment attempts were registeredproving it was Volaris system. I was forced to exchange dollars at a poor rate to pay in cash.We were rebooked on an 11:43 AM flight (over 4 hours later). I had paid for Row 3 premium seats, but we were placed in Row 23 with no refund or explanation.This delay and mishandling cost me:$150 USD for a hotel the night before to ensure early arrival Extra food/drinks due to the long wait Higher taxi costs at our destination since we could no longer share with our group A lost day of vacation, including paid hotel time we couldnt use Requested Resolution:Refund for downgraded premium seating Compensation for 4+ hour delay Reimbursement for extra travel, food, and lodging costs Formal apology and commitment to fix the system/staffing issues This was an entirely preventable failure and caused significant stress and financial loss.

  Business Response

  Date: 08/09/2025

  Dear Mr. ****************** are writing in reply to BBB case number #********. 

  We have made several attempts to contact you by phone at the number ************** with no success. It is important for us to provide the service and attention, for this reason we kindly ask you to provide us another phone number and the proper time to reach you.
   
  Thank you for your understanding.
   
  Sincerely,

  Volaris Customer Resolution

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23588210
  
  I am rejecting this response because:
  I have not received a call from Volaris, they claim to have called me but have not. Please email me a phone number to call in with date and time or call the same number please as it is my cellphone and I have it with me always.

  Sincerely,
  
  ******** ********

  Business Response

  Date: 08/15/2025

  Dear Mr. ******************* would like to reiterate that we have made several attempts to contact you by phone at ************** but have been unsuccessful.
  
  We would like to inform you that f booking RE1HWM, a prevention or banking alert was triggered by the Volaris payment system. In response to this alert, and to protect the cardholder, the payment attempts were automatically blocked by our system.
  
  A **************** Representative will be contacting you shortly to review your case and provide further assistance. We kindly ask that you remain attentive to the contact channels you provided, including phone and email, as we will be reaching out through those means.
  
  Sincerely, 
  
  Volaris Customer Resolution

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sunday, June 22, 2025 $936 for two flights After opening our luggage all of our clothes were soaked wet and stained We had use wash and dry services with Marriott Resort in *************** for $30

  Business Response

  Date: 07/23/2025

  Dear *** ********, 

  We acknowledge receipt your complaint #********. A customer service representative will contact you shortly to review your case
  

  Sincerely,
  

  Volaris Customer Resolution

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Purchase 02/10/2025:my Volaris flight itinerary code is UIPRXN, departing from ******* on Tue., 12 Jun 2025, at 4:53 PM on flight Y4 Volaris ****** 7771 with ticket number 4C, arriving to ******* on Tue., 24 Jun 2025, at 7:53 PM on flight Y4 Volaris Mexico 7770 with ticket number 3C, and a return from *******, departing on Wed., 12 Jun 2025, at 10:15 AM on flight Y4 Volaris Mexico 7770 with ticket number 4D, and arriving at ******* on Wed., 24 Jun 2025, at 3:15 PM on flight Y4 Volaris Mexico 7771 with ticket number 3B, with additional services available for purchase. $1278.00 my flight was delayed in ******* for one hour and 33 minutes on June 24th, causing extreme heat on the roadway for the flight to take off

  Business Response

  Date: 07/11/2025

  Dear Ms. ********************** are writing in reply to BBB case number 23528081. 
  
  We regret the inconveniences for flight delayed MLM-MDW last June 24, 2025; in service to our clients, we support you with a compensation in electronic credit for future transportation with Volaris, the electronic credit details and corresponding terms and conditions were sent to email address registered in booking UIPRXN. 
  
  It is important to consider that if the credit has not been used before marked date it will be lost and may not be used.
  
  Booking: UIPRXN
  Route: MLM-MDW
  
  Thank you for your understanding.
   
  Sincerely,
  
  Volaris Customer Resolution

  Customer Answer

  Date: 07/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** S *****

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally raise a complaint and request a resolution regarding a recent involuntary change to my familys flight reservation, which caused significant inconvenience and additional out-of-pocket expenses.Our original itinerary was unexpectedly altered by your airline, resulting in us having to cut our trip short by one full day. In order to keep our connecting flight unchanged, we had no choice but to book an additional hotel night and arrange alternative transportation expenses we would not have otherwise incurred.When I contacted your customer service team to inquire about the reason for the flight change, I was not provided a clear explanation. I was told we would receive a flight credit of 961 MXN per person as compensation. I respectfully pointed out that this does not align with the email we received from your airline, which clearly stated we would be issued an electronic voucher for ******** MXN, applicable toward changing our flight.Given that our reservation includes 3 passengers, we understand the voucher should entitle each person to ***** MXN not 961 MXN as stated by your agent. Furthermore, the proposed amount does not even cover the cost of our hotel stay and additional transportation expenses caused by the rescheduling.After spending over an hour on the phone frequently placed on hold I was ultimately told no further assistance could be provided. My subsequent attempts to reach customer support have involved excessive wait times without resolution.I am requesting that:The correct voucher amount of ***** MXN per passenger be honored and reissued as originally promised.

  Business Response

  Date: 07/18/2025

  Dear Ms. ************** are writing in reply to your BBB case number 23513363.

  We would like to inform you that after reviewing your attached email regarding the $ ******** MXN credit per passenger for reservation W9452Y, we confirm that this amount was offered only as an alternative in case client chose to sell or modify flight from ******* to **************. Since this option was not accepted, flight TIJAGU flight remained unchanged and was boarded as originally scheduled on May 24, 2025.

  Unfortunately, an itinerary change attributable to Volaris occurred on the return flight, from ************** to *******. In response, we provided an itinerary change with no cots for travel on June 8, 2025, and issued credits equal to the 25% of the total reservation cost, covering both outbound and return flights, not just the affected flight segment.
  

  The issued credits exceed the compensation mandated by **************** Law, which entitles passengers to at least 25% of the affected flight fare in cases of airline-caused delays of over 4 hours or cancellations. In service to our clients, 25% of the total reservation was issued, for an amount of $ ****** per passenger in booking.

  By issuing credit on the full booking, we ensured compliance with legal requirements and provided you with an additional benefit for the disruption in the itinerary.

  Booking: W9452Y

  Route: AGU-TIJ

  Thank you for your understanding. 

  Sincerely, 

  Volaris Customer Resolution