ComplaintsforVolaris Airlines

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 26th I purchased 2 airplane tickets to fly home. Volaris i formed me that my seats had been selected but didnt let me check in. I found put at the counter that they overbooked the flight. They refused to return my money. The military and security personnel got involved and actually advised to speak with a government official to get my money back. It is July 2nd and I still have not received my refund from Volaris.

  Business response

  07/05/2024

  Dear ****************,
  
  We are writing in reply to BB case number 21933084.
  
  We confirm that we will be processing the refund of booking EKKDJB to the original payment method. This reimbursement will be reflected in your account in the next 7-15 business days.
  
  At the same time, we confirm electronic credit for future transportation with Volaris was issued as compensation, the details were sent to email address registered in booking.
  
  Route: GDL-TIJ
  
  Its important to consider that if at any time you made a chargeback bank petition, the refund may not be processed by Volaris.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased 5 round trip tickets for a family vacation. I have been trying to get a refund on one of the passengers that is unable to fly. I keep submitting request and calling to speak to a supervisor. They just hang up on me after being on hold for long period of time. The passenger is my daughter's boyfriend ***********************************. Unfortunately, he has been subpoena after we purchased the tickets. He is required to be in trial as a witness during the time we are to fly. I provided documentation to Volaris. All they want to do is give him credit for another flight within 90 days not including all taxes and other fees. He is not planning to travel as this was his only vacation time. Finally spoke to ******** a supervisor and she indicated that they can't refund the cost. However, when I had called previously, they said they make exceptions based on case by case. Thus, I filed a request to review the case. Being that is something completely out of his control and has provide proof they should be able to refund him.

  Business response

  07/10/2024

  Dear **********, 
  
  We are writing in reply to BBB case number 21918628. 
  
  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 resolution you deserve, 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 response

  07/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution NOT satisfactory.  They just want to give us 90 days to travel with a voucher.  ******** does not have any other vaction time till next year.  I would like them to extend his voucher for one (1) year so that he can use it when he has available time.

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our Volaris flight in December 2023 was over-booked and our family (2 adults and 3 children) missed our flight and had to sleep over night in the airport. Volaris decided to compensate us for the inconvenience by offering a credit of $6000 pesos per person. The credit had a June 16 2024 deadline. I tried using this credit many many times and their website never accepted them. I tried calling Volaris and also chatting via WhatApp without any luck.I will like Volaris to reissue credit which is $30,000 mexican pesos immediately

  Customer response

  06/18/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a flight and paid for the flexible scheduling. I needed to change my flight date and went online. The website wouldnt allow me to change the date. When I tried clicking the button to finalize the sale, nothing happened. It wouldnt go to the next page. After trying a couple of times, I decided to call in. Over the phone, they wanted to charge me over $100. I mentioned that online it wasnt charging me anything, she said the prices vary from over the phone and online. When I asked to be transferred to a manager, she hung up on me and when I tried calling back, it would send me to a bot on whats app. Nothing has been resolved.

  Business response

  06/17/2024

  Dear **********************,
  
  We are writing in reply to BBB case number 21823302.
  
  Regarding the reported customer service experience and the attitude service with our staff, we regret any inconveniences, please be sure we are constantly working to provide you with the quality of service you deserve, we appreciate your comments.
  
  At the same time, we would like to confirm that requested itinerary change was applied with no cost to travel next July 02, 2024, we confirm itinerary flight was shared to email address registered in booking: ******************* based on the phone call with our representative we confirm the closure of your case.
  
  Booking: B9IY9C
  Route: CJS-MEX-LAX
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a flight on Volaris, IBB8MP in May 2024 for departure on 6/17/24.I received the attached email stating the flight was CANCELLED and one of the options was to get a full refund back to the credit card used to make purchase. I went on the web portal under My per the instructions and requested the full refund. I did not get a notice of refund after I made the request.I then called the call center on 6/6 and spoke to ******. He said the flight was not cancelled and I could NOT get a refund. He could not help and too bad could not get refund. I am requesting a full REFUND to my **** for reservation code IBB8MP since I was notified it was cancelled and offered a refund option.

  Customer response

  06/26/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ON March 19 2024 I made a reservation through Cheapoair online to travel by Volaris from ********* to ***********. Today I need to make changes to attend a Docs appointment in ******, since I don't have medical insurance in ***. The price to make changes in my departure flight with Volaris went from: $85.00 to $143.00 to $201.09 to $233.08 Volaris automatic phone service stated that $85.00 dollars is charged for changes. However when I called CHEAPOAIR to proceed with the changes, the agent called ***** called Volaris and was told him the cost was $143.00 without any explanation as to how those charges were calculated. He put me on a wait and when he came back he told me that *****, Agent for Volaris said the charge changed to $201.09, again without any explanation as to how that charged was made of. I asked to have him on the line and he said it was because I had to pay the MORE EXPENSIVE because I called by phone and the costs we see online were always cheaper. So then I asked him to tell me how I could make the changes online so I don't had to pay nothing but the $85.00 for changes and he told me that was not POSSIBLE, VOLARIS DOES NOT HAVE THEIR WEB PAGE DESIGN FOR PEOPLE TO MAKE CHANGES ONLINE WHERE THE FLIGHTS HAVE SOME PRICE, I CONFRONTED HIM WITH THAT!He said it is what it is. And live with this. UNBELIEVABLE. So the price of my ticket from August 30 to 27 it was even cheaper online, but VOLARIS does not allow to make changes online so they canot buy a ticket a better price if a change is needed. Customers have to call and then they will tell them the price is different by phone, always more expensive. WHY we allow this to happened. Why this USA allow this airlines to operate in this way. WHY?My checked bag fee is more expensive than the one for my family. I'm entitle to 20% off on my purchase because my enrollment on the ** Club. plus a credit $500.00MXN

  Business response

  06/14/2024

  Dear *****************************,
  
  We are writing in reply to BBB case number 21809213.
  
  We would like to confirm that the original reservation TG73SD was acquired last March 19,2024, through a third party and was divided into a new reservation TKDW5R last April 30 to make an itinerary change for one of the passengers. We would like to confirm that for any itinerary change it is necessary to cover a change charge plus difference in rate if applicable, we confirm the charge applied for $201.09 USD was applied correctly,  in case the agency has made any additional charge we suggested to verify directly with them, it may be some internal commission charge of the agency.
  
  In service to our clients and for one time exception, we have assisted you by waiving the seat charge that was pending in booking and we supported you by adding checked baggage service with no cost in booking TKDW5R, the itinerary confirmation was sent to the email address registered:  ********************.
  
  At the same time and based on our phone call, we suggest that, in order to access to the benefits of your VClub membership, you must log in your account through the ********************** website or the official Volaris App to obtain benefits and discounts up to 20% on your next purchases.
  
  We appreciate the time to attend us and sharing your comments regarding the service received from our *********** and ***************** All your comments will be considered to apply the internal corrective and necessary measures to improve a better service to our clients.
  
  Sincerelly,
  
  Volaris Customer Resolution

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked an "annual travel pass" from Volaris...they were promoting it at a special price.They offered travel whenever deals and only pay the taxes.Ever since I got it Every time I needed to book a flight the days were unavailable as it only allows to book 3 days prior flying which is fine only if the flights were available. I tried to canceled it but their policy is nonrefundable which I was hoping to at least use it once to make up for the fare. I recently was able to find one available I paid $34 for taxes one way but they doubled the fare for the luggages which I find it unfair.I would like to get my money back dispite their nonrefundable policy I havent used this pass at all it is completely worthless.

  Business response

  06/05/2024

  Dear *********************,
  
  We are writing in reply to BBB case number 21803992.
  
  We would like to confirm that according with corresponding terms and conditions of "Annual Pass" once the Membership has been purchased, it cannot be canceled, and its total or partial cost is not refundable.
  In service and in good will we have authorized an electronic credit for the value of the paid amount; it has a deadline to reserve, but you can choose to travel on any date or route that is available on our sale channels and at the same time we confirm that, the membership renewal has been successfully canceled.
  
  Electronic credit details were sent to email address ********************** and *********************.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution  

  Customer response

  06/11/2024

   
  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,
  
  *****************************

• Initial Complaint

  06/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid $762.22 USD for a Volaris flight, record locator FHTS3U, on Sept 26, 2023. The flight was scheduled to depart Jan 2, 2024. On Dec 27, 2023, I called into a Volaris representative and informed them we would not be able to make the flight due to a medical issue, as we had to fly back to see my wifes mother in *** who had a cancer diagnosis, for which we have documentation and receipts. The volaris agent let us know they would process the exception for this and we needed to pay extra money to make the flight reimbursable and took my credit card information over the phone. The agent did not inform us we needed to do anything else, and let us know we should call in within 8mo to use the credit on another Volaris flight with record locator FHTS3U. Today, Jun 2, 2024, I called a representative to use this credit and was informed by an agent that I was listed on their end as a no show on the flight. I then escalated to supervisor *********************, at 6:32pm PST, who informed me after much back and forth that an agent did in fact have a note on Dec 27, 2023 that we informed them we would not make our flight due to a medical emergency. The supervisor insisted that we needed to file medical documentation via a written request, and since this did not happen, they could not honor the claim for credit. The agent did not do this, but instead told us there was nothing else we needed to do. I insisted they go through the recorded call from Dec 27, 2023 to verify exactly what the agent said, and in fact that they did not tell us to take any further steps or provide more documentation, and that they also took our credit card information over the phone, which could have been fraudulent since there were no volaris charges made since then. Demanding a full refund of $762.22 for misleading business practices, multiple agents lying including one fraudulently taking down my credit card number with no business reason or charge. filed ticket ******* with Volaris with no response.

  Business response

  06/06/2024

  Dear ****************, 
  
  We are writing in reply to BBB case number 21792786. 
  
  We understand that travel plans can change unexpectedly, we would like to confirm that based on the agreement with our representative, we supported you by reintegrating total amount of booking FHTS3U in electronic credit for future transportation with Volaris, electronic credit details were sent to email address registered in booking.
  
  Booking: FHTS3U
  Route: MEX-LAX
  
  Thank you for your understanding.
  
  Sincerely,
  
  Volaris Customer Resolution 

  Customer response

  06/09/2024

   
  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,
  
  ***********************

• Initial Complaint

  06/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello,Volaris cancelled my ticket without communicating to me. I showed up at the airport for my flight and was alerted at the airport that my ticket had been cancelled and that I would need to book a new flight at nearly double the cost which I could not afford to do and thus had to cancel my travel plans. The staff at the airport and on the phone were rude and unhelpful and the entire experience was humiliating. I confirmed with my bank that it was not an issue on the behalf of my bank and that Volaris charged me and then a few days later returned the funds. I have also confirmed that in my email I received no communications telling me of the cancellation (including checking the spam folder). Because of the error by Volaris I spent hundreds of additional dollars that I would like to be refunded for in the form of either cash or flight credit as these were expenses that I incurred because of Volaris's failure to communicate. Travel from ******** to ****************: MXN 136 for bus Airbnb for **************** for the night before my flight: $40.46 USD Taxi to and from ************************: MXN 450 *********** booked for CDMX layover: MXN ****** 2 additional nights in **************** before I could return to ****************: $177.49 USD Return bus to ********: MXN 136 This is a total of $1351 MXN plus $217 USD. I am open to being paid in either currency but expect that the total should be the equivalent of around $300 USD.I have included receipts for the accommodations that I would like to be reimbursed for as well as a screenshot of my inbox so you can see the communications I received from Volaris as well as the time received. I do not have receipts for the bus or taxis. Thanks,*******

  Business response

  06/05/2024

  Dear *******************, 
   
  We are writing in reply to BBB case number 21789987. 
   
  We would like to confirm that payment in booking LBR73M was received, however, there were discrepancies in the payment method and a fraud prevention or alert was issued, and the refund was processed in the same form of payment for the security of the cardholder, this refund was applied last May 21st, 2024. 
   
  Due to this was a non-attributable cause to Volaris a compensation or refund for the claim expenses does not proceed.
   
  Booking: LBR73M
  Route: PXM-MEX-TIJ-MEX-PXM
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer response

  06/05/2024

   
  Complaint: 21789987
  
  I am rejecting this response because:

  I was not alerted that my ticket was cancelled or that there was an issue with my payment. I went to the airport for my flight! If I had known there was an issue I would have resolved it. You guys sent me a confirmation AND an email telling me it was time to check in. You never alerted me that there was any sort of issue. That is an error on your part, how do you just cancel a ticket without telling your customer?! This was a huge inconvenience for me and you didnt even offer a chance to rebook at the same price or anything to help me resolve the issue. 
  
  Sincerely,
  
  *****************************

  Business response

  06/07/2024

  Dear *******************,
  

  We are writing in reply to BBB case number 21789987. 

  We understand the inconveniences, however, for the safety of the cardholder and us as service providers, the refund is processed to the same payment method and once this action is applied it is not possible to reestablish an itinerary or the same purchase rates.
   
  Sometimes, these types of alerts are triggered if any data entered at the time of purchase does not match those registered with your banking institution. It is important that for future purchases, special care can be taken with the information entered to prevent it from presenting a similar situation.
   
  Due to this was a non-attributable cause to Volaris a compensation or refund for expenses does not proceed.
   
  Thank you for your understanding.
   
  Sincerely,
   
  Volaris Customer Resolution 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an airline ticket in February 2024 and the price dropped substantially and Volaris would not credit me or make the switch, which is what ALL airlines do if theres a price drop. So I disputed it with my bank. While the charges were in dispute, Volaris cancelled my flight, causing me to have to buy an entire flight all over again. They refuse to refund or give me my money back and have overcharged me. I paid $400 for the first ticket that they cancelled but only flew on the second ticket I purchased which was around $300 bucks. They need to refund me the $400.

  Business response

  06/06/2024

  Dear ******************, 
   
  We are writing in reply to BBB case number 21785484. 
   
  Based on our system and after a validation with our revenue assurance area, a charged back petition was made by the client in booking U9N6WI, after a validation with or revenue assurance area we were confirmed this came out in Volaris favor and we will continue with corresponding  refund into the same form of payment, you will be able to see it in your account during the next 7-21 business days.
   
  Booking: U9N6WI
  Route: LAX-BJX
   
  Thank you for your understanding. 
   
  Sincerely,
   
  Volaris Customer Resolution

  Customer response

  06/11/2024

   
  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,
  
  ***************************

*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. ↩