Volaris
Reviews and Complaints

1) Unable to pay for baggages as it is a shared code (even tried over the phone). Then was charged $70 each ($140) at the airport.
2) Lost connection in spite of having 4 hours of layover as, according to your pilot the airport was closed. But the connecting flight departed even earlier!
3) Diverted to Miami for refueling and then landed in orlando 4 hours later (total time on plane ~ 8 hours and not even water was offered).
4) After leaving the gate in Miami the plane rolled over runways for 1 hour (!) without any word form the pilot.
5) Once in Orlando, your partner Frontier offered to rebook 4 day later! (Jan 8th. claiming they couldn't do anything better (and even were doing us a favor as pour flight from mexico was share code with Volaris (?)
6) Had to spend the night in Orlando ($80) buy anothet ticket ($799 at $398 each). and handle our baggage again to get to MSP

We have used Volaris several times in mexico in the past with good results but this experience was so bad, it is hard to believe something like this could happen. Hard to forget.
At least expect baggage charges to be refunded as well as the cost of the ticket (either the one I pay to you or the one I had to purchase).

Sincerely

Francisco Peschard
[protected]

Francisco Peschard

On 10/21/2019 I flew from Leon to Sacramento. I had one carry on bag that weighed 8 kilos. I was told I had to check it and was charged $50 US because the flight was full. The flight was not full and many other people had carry ons.

Today, Dec. 17th. I went to the web site to purchase to tickets from Leon to Sacramento and back. The total charges were $632.25. The site wouldn't confirm my purchase. When I called customer service they said the prices had gone up and they hadn't updated their website. I had to pay $704.06.

I was told by the customer service representative to purchase the Volaris Wheel Chair Assistance to make sure my elderly parents would arrive to their connecting flight. She insisted that it was the only way for them to receive help and be safe. The day of their trip as we checked in, a second agent tell me that they can't honor that brochure becasue they needed to have someone picked them up during arrival. I explained that the pasangers were elderly and they needed to be taken to the connecting flight. She did not honor the service and refuse to reimburse me for the payment. This is fraudulant behavior and are ripping off elderly people. Not good business.

I was at the airport on time and checking my baggage in before the hour. The lady next to the one helping me was closing my flight and argued with me for fifteen minutes about how she cannot reopen the flight. I had got there an hour before she supposedly said it closed. I asked to speak to a manager who was no help either.

They made me rebook my flight because they could not send my luggage on a separate flight causing me to stay an extra day in Mexico (also not allowing me to use the credit that the airline had given me or even allow me to transfer what I had paid in baggage fees of $100), wasting my time and money, made me miss my car rental, and work the following day. Costing me $500 USD total for my inconvenience. Apart from having to pay $100 USD to rebook my flight.

The customer service was one of the worst I have ever experienced. I will never fly with Volaris ever again.

Alexa

First time flying Volaris. Flew from Seattle to Guadalajara to Cancun the first time and my carry on bags were never weighed or measured. On the way back to Seattle, they weighed my bags at the Cancun airport (at the gate. I didn't check because I didn't have to check the first time.) and told me I had to pay 500 pesos because it was "excess weight". I was annoyed but was gonna pay. I get to another lady (the culprit) who then told me 680 pesos. I asked why, and she said it was a "mistake" and the original price given was for domestic flights she didn't know I was flying international. I asked why they didn't weigh my bags before and why me and my boyfriend were the only ones singled out. Within 2 minutes of talking to her, the price for my bag went to 800 pesos due to another unspecified "mistake". I laughed because I couldn't believe this. I refused to pay that and just got back in the line to board. Then when I got to the front, a man demanded "payment". He then told me 880 pesos! I really thought they were pulling my leg. They gave no reason for the price going up and up. It felt like an auction at this point. Then the lady and I had a back and forth because she didn't like that I called her company scammers. Oh well, that's what they are. Will be calling corporate too.

Dear Management,
My complaint is with your airline, and this was my very first time I flew with your airline. 0n 07/26/19 I was flying out of Los Cabos airport, and my flight was delayed 2 hours, and when arriving to Mexico City, which was a layover, the flight was delayed 3 hours. My arrival time should of been 7:17 PM but my flight arrived at 4:00AM, Flight Y4783, Y4722, Aldana, Carlos, [protected]@yahoo.com, [protected]

Worst airline ever! Bought tickets to Cancun. When we we're leaving Cancun they wouldn't let us check in because they said we were "late" and flight was now closed. We had over hour till flight left. People hadn't even boarded. Days prior when we tried to check it, it wouldn't let us. Hmm. Strange right? They said to go to the side cause we were not priority. Mind you, we had bought 8 tickets through Volaris. When I called airline they said we had to be there 2 hours prior and that's why we could check in our baggage. They wouldn't refund us our money. They wanted us to buy new tickets, but didn't have anything open till the 31st of July. We were scheduled to leave the 27th. After we requested to take picture of his badge, he then tried to help us. Long story short they oversold tickets. They sold our seats! We were rerouted to Mexico City then to guadalajara. A whole day of traveling. When I was leaving Guadalajara on the 28th, i arrive to airport SUPER early. I was standing in line next to girl who's flight was leaving in 45 min. She got to front desk and Volaris checked her in. What happened to 2 hour " policy" they had told me over phone. Complete BS!

Flew to Cancun from San Jose, CA; the flight had4 hours delay, we missed our connection from Guadalajara to Cancun. They told there was no more flight for the day, and next flight would the next day 12:30pm.
At first they didn't want to pay for the hotel or anything else, in the end they agree to pay for hotel and 150 pesos per person for food in the airport, note that a small bottle of water is already 45 pesos..
In the end we are losing 1 day vacation and we had to pay for lunch $90 and part of dinner...

Today 7/14/2019 my mother traveled from Tijuana to Chihuahua, I requested wheelchair assistance as I usually do because she is 83 and has difficulty walking long distances.
She arrived in Chihuahua and was told to wait for wheelchair assistance and they left her sitting in the wheelchair in the sun and no one ever came to assist her. She asked a few Individuals for assistance and was told that they worked in baggage and couldn't assist her, to wait for someone to come get her. After a few long minutes of waiting she decided to walk into the airport. They take advantage of the elderly and only care about the money. But is Mexico and no matter how much complaining you do. NOTHING ever happens.

On May 21, 2019- May 28, 2019 we plan to take my son on a trip to Loreto as he has just graduated with a degree in Electrical Engineering.
We arrived two hours early on May 21, 2019 to CBX Volaris counter and were told my dog needed a certificate to board even though I had undated shots and letter from vet. My vet gave me a certificate by email at 8:50am. We rushed to catch our flight to be told we missed our flight and no other flight to Loreto until Saturday. We desperately wanted to get the next flight which would be La Paz. They said I needed a crate for the dog so I got one from a kind passenger who was going to La Paz. ( I didn't think I needed a crate because the customer support said my dog would be sitting on my lap). With crate, we are excited to board. Then, they made us wait for a half an hour. They tell us we have the wrong dog. What? Because she's a PUG. I beg them to let her on. The flight is one hour and she'll be on a plane with A/C for only one hour. (This gentle pup has flown effortlessly on Calafia just last year). With no exceptions, I purchase three one way tickets on Calafia to board on their next flight and used emotional support cert for my Pug. I paid to board the luggage and the crate I didn't use. I could not use my round trip ticket on Volaris and paid for extra luggage to board and my seats. On the return flight my son and husband flew back without me and I had to ride with my dog by car and purchase gas, meals and hotel.
There was no compassion for what we went through. No credit from Volaris for our loss. They are callus and take their customers for granted. Never again will we fly Volaris!

Margaret K.

I had the worst experience at volaris there customer service is really bad they don't want to help .they didn't even want help me with my problem
No solution
Just bad customer service
i Check in home hour before my flight and they didn't let me go since I was late I had travel with other airlines and I never had this issue ..
I call to see if they can offer me a solution but they say they were unavailable to help me at all
That was my fault for not been on time

Hi,

Yesterday, April 30, 2019 I tried calling from 6:54PM to 8:00PM... Each time I called and was the next person in line, the line would randomly hang up on me. I was trying to cancel my flight as I purchased it on April 29, 2019 at 7:00PM. After I missed the 7PM time window I kept calling the call center in hopes that I would get a hold of somebody so I could cancel and get a full refund of my flight. I did not get in touch with anyone until 8:00... my tenth call of the evening. When I finally got a hold of somebody they told me that their system was down and that their phone line was not working properly.By this time they told me there was nothing they could do as it was over 24 hours. They requested that I send a screen shot of all the times I called to: yourexperience@volaris.com and somebody would reach out to discuss. I sent the screen shot showing that I called their toll free US Center 10 times with times showing that I called before 7PM. When I received the email today, they said since I called after 24 hours and the email was after 24 hours that they could not honor the refund & that there was no issues with their phone line.

How is it my fault, that I have proof that I called before 7PM, someone from the company told me that they were having phone issues, and yet "I called" after 24 hours so there is nothing they can do to honor my full refund.

They also told me I should have done it electronically, however it is not visible when you search the Volaris website, it just shows you the phone numbers to call (screen shot attached). I did not realize electronically was an option until 7:30PM when I had to dig through the website and find it under an option on My Trips.

My request is that you review the screen shot and see that I did call before 24 hours and that y'all honor the full refund of the tickets.
Reservation #: O4I3SL
Last Name: Alexander

Please let me know if you need any further information.

Thanks,
Paulina Alexander

I made a reservation on Volaris online. After paying, my Wednesday reservation was confirmed for Tuesday (the site does not provide a final check of order before paying).

I immediately called Volaris -- within 10 minutes of the transaction. I was told that they are not responsible for any mistakes made by the buyer or the Volaris website! I don't know what happened in this case, but the Volaris website consistently makes errors.

I was seeking a simple change in the booking without the $200 USD fee. I have now asked for a full refund. Have been refused by Volaris "customer service"

I flew Volaris for the first time on 12/26 from Chicago O'Hare to Mexico City. I specifically packed a carry on. I was with a friend who had to check large pieces of luggage and the "on training" man who was working the check in desk saw my 40L carryon and said there would probably not be space for my bag as I was sitting in the back of the plane. I was in row 3, which confused me, but I trusted him that I should check my bag. He asked me if there was anything I needed in or out of it. I put my Marmot down coat in my luggage. The next day I was looking for my prescription Oakley sunglasses and both those and my coat were gone. I would never have checked my bag if not prompted by the Volaris employee and hold them personally responsible for the theft.

They delayed our flight because there was a mechanical problem, they didn't want to say what it was or they couldn't find out. Then it was delayed longer because who knows why... then we had to come to GDL (maybe they couldn't fix it) which they had transported us in busses that's a two hour ride then once we got to GDL they delayed the flight even more then they kept delaying the flight now our flight isn't until the next day. We were told that the Tijuana airport had informed the airport 3 hours before that they were not doing any flights because of the weather yet they placed us on a bus knowingly that we were not going anywhere. We were supposed to leave Colima to Tijuana at 2:00pm not only did we have to come to Guadalajara to take another flight after they told us they had no flight available for today or tomorrow, now you had a flight available for 5:30 am. I am pregnant, I have gastric problems and on top of that I still have to drive 2 hours to get home. I haven't slept I feel uncomfortable and they still don't want to compensate us for nothing. This is not the service as a paying customer should ever receive. Specially one in my condition. I just recently found out there is a little girl here traveling alone as well. This is torture if you cancelled the flight I would have booked something immediately to leave on another plane but instead you are keeping us hostage here. This is not right. They can atleast provide us with blankets since they are not paying for a hotel. My trip has officially been ruined. I'm coming back home stressed instead of relaxed and I don't believe this is healthy for my baby. What I need is compensation for this horrible experience because not only did you waste my time, and my time is valuable, but I'm suffering my stomach hurts and I feel very uncomfortable. It also breaks my heart to see the little girl traveling alone and not knowing what to do. We are all helping her but as a family airline I would expect more done from you. You need to do something to compensate for this experience. I have never recived service such as this. Instead of worrying what benefits you think about others. If you as a company loose out on money ow well, I'm sure you'll make it up don't keep people hostage.

this Miguel Jimenez

I recently bought a round trip ticket to go to Michoacán Mexico from the company Volaris Airline. My departure date was December 19 2018 at 4:24 pm from Tijuana to Uruapan Mexico. I showed up about 10 minutes before 2pm because I wanted to make sure I got on the flight on time. when I got there I went to get in line from this airline but it was outside in a tent. Mind you I was waiting in this line to check in for my flight which took an over an hour and half just to get in the building. So when I got to the costumer counter they asked for my flight confirmation after that they weighed my luggage and they told me that in was a few pounds over the limit on one of the luggage. So I step to the side to rearrange my luggage which took me about 3 minutes so when I got done I went back to the counter to continue with checking in to get on my flight and right about that time it was 10 minutes to 4 pm so the lady at counter told me that it was impossible for me to make to my flight because by the time I checked in my luggage, pass immigration and aduana that I would not make it at all. So I questioned her why she was saying that when I could have rushed in myself to try to make it so basically I felt that she was trying to prevent me from getting on the plane. So than I asked her if there was any other flights available sooner and she said that she couldn't tell me at that time to come back in 35 minutes and she would let me know. So I stepped to the side and waited the 35 minutes and went back after the 35 minutes were up there was somebody else at the counter so I had to reexplain to her what was going on and she tried to find a flight sooner but she couldn't so she went to talk to her supervisor right after that she continued searching and found a the same flight with the same time but only four days after with the difference of $117.54 on top of what I already paid I really didn't feel comfortable because it wasn't my fault but I had to take it because I needed to make sure I get on that flight to get where I was going because it was very important. So in this case I feel that instead of making wait more time just to tell me no again they could have at least gave me the sooner flight without charge due to it being there fault. I feel they should refund my money for the difference because no where did it state or was I informed ahead of time that I would miss my flight due to lack of employees to assist all the travelers. So I felt that they over sold this flight and making an excuse to not lets us on because they over booked and there was no more seating for me or a few other people with the same flight. I also was given a new ticket with no information on the scheduled time of when the flight is supposed to be departing it only shows a date.

Every part of my journey with Volaris was met with problems. They tried to charge us money to check in at the counter even though we had to do so with luggage, so we stood in front of the desk and checked-in online. Then they denied that we had paid for checked luggage and tried to charge us again. The service representatives were rude at every point.
Then on the flight, the flight attendants were rude again and almost ran down the plane with the drink trolley (of course, you have to pay for everything with this airline) and when we asked to pay for a drink they were condescending and rude saying that they had already been past, didn't we see?
When we waited at the baggage claim, my luggage was soaking wet and had the shoulder strap next to it on the carousel. It is a Moroccan leather holdall and each handle was completely ripped off, so was the strap. So I could not pick it up without carrying it like a baby. I put a zap strap through the zip to prevent theft from my bag and the whole zip was ripped off.
There was no one from Volaris at the airport (after 10 pm) in Puerto Vallarta so there was no one to report this to. There was also no one from general customer service, just guards, and cleaners. I tried to get help but no one would help me. I took photos of my luggage next to the guard for proof.
I contacted Volaris through Facebook, Twitter, email, phone and their online message system. I first gave my story on their website but heard nothing. I eventually got through on Facebook, went over my story, and then they stopped replying. Then email, then Twitter, then a phone call. I was offered a 1000 peso voucher for a flight with Volaris. Nothing about repairing my bag or giving money towards new luggage. I have been over and over with them for almost 3 weeks now and they are doing nothing to resolve this problem that they created. I loved my luggage, I took care of it and it is no longer usable and they only offer me a tiny amount of money towards another experience with them?

Maria Hernandez, RN, MSN
San Diego Customer
1159 Tenaya Lake Rd
Chula Vista, Ca. 91913
Volaris Airline Administrators
Mexico
Volaris Airlines Customer Service,
On March 13, 2018 we scheduled and purchased 6 flights Tijuana to Cancun. The booking confirmation was M9TU6T. This flight was schedule to have one layover in Mexico City on the flight to Cancun and also on my return flight. I bought the tickets through Volaris Mexico. I have been using Volaris Airlines for five years without a problem.
I checked in for our flight on June 13, 2018 without a problem. As you can see from the email below, Volaris emailed me, on June 11, 2018, that clearly states that our return flight confirmation was scheduled for Friday, June 22, 2018. on the day that I checked in to fly out of Tijuana. We flew out of Tijuana on June 15, 2018 as planned. However, the flight was delayed close to an hour. The flight out of Cancun went smoothly. We received excellent customer service as we arrived to the Cancun airport. Similarly, the flight crew were amazingly wonderful. When we arrived in Cancun the staff was delightful. However, they did misplace one of the luggage. The missing luggage was delivered to the resort the next day at 12:00 pm. This was a enormous inconvenience because we did not have our attire or clothing for our excursion that say. Money lost on our part. Furthermore, Volaris did not offer to compensate us or even give us a discount on a future flight.
The real problem transpired when I tried to check in for our flight on June 20, 2018. I noticed that the flight stated June 22, 2019. I was dumbfounded! I am CLEARLY aware that Volaris Corporation does not book a year ahead of time. When I saw this, I tried to bogusly book a flight in 2019 and I was unable to perform this action, as Volaris does not have flights scheduled that far in advance.
I called Volaris immediately and explained the situation. I was horrified when the customer service representative explained that it was my fault for scheduling into 2019. I explained that I had a picture, an email with the itinerary and the email to prove it. He stated "Volaris NEVER sent you that confirmation!" I had four adults, that had to return to work on June 23, 2018! I was forced to purchase a ticket that cost, 57, 346 MXN ($3, 018 USD.) Interestingly enough I was given the same itinerary same number of M9TU6T.
My family and I planned this vacation over a year ago for our youngest son's scholastic accomplishments. The lack of attention from customer service, poor management of entering data into the system by your staff, after I received my itinerary, and lack of customer service skills for my lost luggage. Additionally, the cost of loss of revenue of over $3000. Furthermore, we lost a day of vacation time and not to mention family time. I am disappointed at the service that I received at the airport by your employee. It is additionally very disrespectful to feel like there is no regards to our valuable time, money, or even to have taken accountability for the actions that caused such grieve to my family.
I have attached the last email confirmation that Volaris sent me. I would be happy to provide you with proof of our wages and the resort cost if we do not come to an amicable agreement. I am expecting a full refund of our return flight cost.

Respectfully,

Maria Hernandez, RN, MSN
San Diego Customer

June 24 I put some tickets on hold for 72 hours with a charge of 4.00 they only didn't hold the reservation but I was charged an extra 6.92, the amount is not very significant, but when I called regarding this, customer service said that she didn't know what was the charge for, that she was going to review, then she said that if I would have kept the reservation they were going to give me a discount of 6.92, and now they are charging it back, I said really you are charging me for a discount that I would get but didn't get? that makes no sense at all, as I said the amount may not be very significant, but if this issue happens to 100 people for small amounts as 6.95 that will be a significant amount. First of all I didn't approve the second charge, second, their answer makes no sense, and as I see it, they are robbing me.