Volaris review: Volaris flight 827 chicago to mexico city november 4, 2023

Dear Volaris Representative.

We are requesting a credit voucher for a round trip flight to Huatulco from Chicago because of a very distressing experience on this flight. My carry-on was stolen on the flight by the person sitting behind me in 14C on flight 827 Chicago to Mexico City on November 4, 2023.

Because we received no assistance from the attendants and there is no protocol to halt the disembarkment and locate our luggage, BOTH our passports, new laptop and $5000usd in pesos were stolen.

The attendants were made aware of my loss before the group behind me disembarked, but just stood there and did nothing. They allowed the passengers to exit as I saw my carry-on being carried out by this woman, the only woman wearing a mask on the plane. Because I do not speak Spanish, I wanted someone to escort me to catch the woman and explain why we were confronting her. I could have proved it was my laptop because only I knew the passwords to log on. I had receipts in a hidden lining of the bag for the purchase of our pesos. The attendant told me she would call security, but I explained the thief would be gone by then. The attendant made us stay by the plane exit and wait but no security came. Finally, I just ran out to find the woman, but she had already checked out through immigration. I could not get through because I had no passport.

I asked for a security guard or marine to escort me to the baggage claim because this woman had our claim checks, too. They said only a representative from Volaris could escort us there without a passport. No one from Volaris came to help us while we were held in the detention center even though the Immigration officer said he had notified them. We were not allowed to use our phones and were treated like criminals. Finally, we were taken to another detention room where 7 hours later a Volaris agent came and escorted us to the plane for a flight back to Chicago. In Chicago we filed a report of our loss on Volaris with the Chicago O’Hare international Police Department Investigative Unit.

We lost our connecting flight to Huatulco and had plenty of time to cancel for a refund, but we were not allowed to use our phones and no one from Volaris came to our assistance. We have a return flight from Huatulco for November 18, 2023, but have no passports to book a flight to Huatulco. It will take up to 7 weeks to receive new passports. We have a flight on Volaris for Huatulco in February 2024, so we have no need to book another at this time. Our only other option would be to go in November of 2024, but you have no flights. The cost of exchange fees and flight cost differences would add to our great loss of over $7000 usd.

We are kindly requesting a voucher for this entire flight because it is impossible to use the return flight in the near future. We never made it to Huatulco because you have no protocols, or your attendants are not adequately trained or experienced to handle this situation. It leads us to wonder what they would do if this were life threatening when they just stood there for this one.

Our reservation numbers are NY82TC - KALAS $993.92

ZYQERS - NICHOLSON = $700.06

Your cooperation in this matter would be greatly appreciated.

Constance Kalas and James Nicholson