Volaris
Reviews and Complaints

Peter, I believe his last name is Santos, messed up my flight dates. I called Customer Service wanting to change my flights to May 07, 2017 because of medical reasons and he changed my flight to May 08, 2018. Now because of his stupid mistake, i lost a lot of money, my plans got ruined all because of people like him who don't know how to do their damn jobs right. Not fair, all i want is a refund or a flight to my destination with no charge because it was NOT my fault & Volaris doesn't want to help me out. WORST AIRLINE EVER. avoid them if you can. they just lost a customer & ill make sure everyone i know avoids that airline!

What Happened.
In April 6 at 4:30 pm I did a reservation in Volaris for a trip from Los Angeles to Mexico City (April 6 11.52 pm/05.58 am) and return from Mexico City to Los Angeles (April 09 08:04 pm/10:22 pm). At 5:40 pm I called Volaris for cancelation of the ticket. Costumer service of Volaris told me that I can not cancel the fly because in order to cancel a fly need 24 hours after to buy the ticket (I have only 1 hour) or 7 day before the trip. However the costumer service representative from Volaris when I bought the ticket told me that I could change the fly, the name on the ticket or cancel. He did not explain to me that need to have 24 hours after to buy the ticket or 7 day before the trip. He told me that I could do it 4 hours before the fly. I ask to talk with the supervisor Sergio Palameno and he told me that someone from Volaris need to listen the conversation and corroborate about the cancelation information and this will take 24 hours.

However Sergio Palameno told me if I do not change the fly in that moment I will lose the $498.68 and I HAVE TO make a new trip. I ask for a trip in October 7, 2017 from Los Angles to Leon Mexico and October 22, 2017 from Leon Mexico to Los Angeles. The original ticket price from Los Angeles-Mexico-Los Angeles it was $498.68 I have to pay $123.56 ($100.00 for changing the fly and $23.56 for differences in the ticket price [nivelacion de tarifa]. I pay the total amount of $622.24 (Attachment 1).

When I check in the Internet for a trip from Los Angeles- Leon Mexico-Los Angeles exactly the same trip the price from Expedia web site it was $272.00 (Attachment 2) and from Volaris web site $219.00 (Attachment 3) if the $123.56 apply for changing the fly the price should be only $342.6, however I paid $622.24 with $279.00 extra.

I called Volaris (Sergio Palameno) and he told me that I am the lucky person because the fly from Los Angeles-Leon Mexico-Los Angeles should be $622.00 + 219.00= $841.00 and I pay ONLY $622.00 because the $622.00 I already have been lost.

Volaris called back and let me know that they checked the voice from costumer service and they found that they gave me the information for change the fly but not for cancelation because I bought the ticket less than 24 hours of the fly.
I ask if I can cancel the fly from Los Angeles-Leon Mexico-Los Angeles because I already had more that 24 hour that I bought the ticket they told me “the tickets with changes can not be cancel”. When I change the fly the costumer service did not explain to me that I couldn’t cancel.

As costumers with Volaris we do not have any right it is wherever this company want to do.
My first language is Spanish and I have to ask many time to repeat again what costumer service were telling me because they speak very fast specially about the conditions of change and cancelation of the tickets. We can’t buy the ticket on line were we can read all the regulation very careful. When I was buying the ticket in Volaris web site the page ask to call Volaris what it is the point to have a web site if we have to buy tickets through costumer services that do not give us a complete information.

I had experience many up set people in the airport with this airline. The airport Tijuana I have to pay $50.00 dollars to Volaris for the wheelchair service for my mother this never happen in USA.

The only way to improve the service of this company is taking actions and brings all the problems as costumers. I encourage all Mexican that we have problems we this company do it. Other thing that I notice with Volaris if you travel with Mexican passport you are not receiving the same service that people with other passports. As a Mexican we should be respect as any other costumers.

Honestly, it has been a nightmare to have to deal with volaris about them losing my luggage, my passport, besides I had to purchase a new airplane ticket since I wasn't able to fly out with out my passport, then I had to purchase new clothing plus the necessary things to be able to clean and be able to have a normal life and then had to deal with the headache of having to call your company for days, then weeks and then months!.

Seriously what a shame on volaris.

At this point all I want is to get my credit my money (Which is really just the value of my luggage, the rest of the stuff that I had in there, presents, new clothing, old clothes etc.. Are gone.. And pretty much it is like they stole my stuff with out having to have an actual person to take my belongings, seriously awful

I will recommend everyone that I one in my inner circle to stop flying through your company, that I the only way I can make up for the stuff that you guys lose and that never took the responsible ways to remedy this problem.. Anyway, adios volaris y hasta nunca

Credit back provided: $5000 pesos for all my problems! Seriously?
Screw this airline, I will rather prefer to pay a little extra but have the peace of mind when things like this happen

I had problems with the online booking system of Volaris that caused me a lot of stress and made me spend a lot of money.

On November 29 2016, I booked via the website Volaris.com two seats for a flight from La Paz to Mexicali on December 13. I had to enter my payment details several times because the website had a bug and couldn’t register it. Finally, I moved on from this page to one confirming my flight information and giving me a booking number.
The day on which I was supposed to take my flight, I couldn’t reach Volaris website to register online because it had a major bug and was not available at the moment. I had to go to the airport counter to hear that Volaris didn’t have any reservation under my name.

I had to book the two seats right before flying, paying 100$ more for my plane tickets.

I’m a student and this extra expense was really a burden on my vacation budget. It was also really stressful to discover that I didn’t have any reservation when arriving at the airport.
Above all, I tried to contact Volaris to explain my problem (I have a screenshot of the webpage with my booking number on it) and their customer service page was not available. I finally reached them through their Facebook page to be told that, since the money wasn’t transferred, they considered that the reservation just didn’t succeed and they didn’t have anything to do with it.

Today [protected]) I flew for the first time on Volaris from San Jose Costa Rica to Guadalajara MX flight #Y4313.

I will not fly your airline again because of your ridiculous restriction on carry on size. it is the smallest of any airline I've flown and so I had to sit on the floor in the airport and change stuff out of one bag into another or pay $50. WTF?

And why are you so stingy re carry on size when your plane isn't even full?

By the way that makes your carry on restriction all the more stupid: your plane isn't even half full yet you're worried about carry on size?

You might get MORE BUSINESS by being LESS STINGY!

I don't expect you to do anything for me, as I will not be flying on your airline ever again. However if you do want to do something to get me (and I'm sure, others) as a customer, be more generous with the size of your carry ons!

Everything was fine until were I had to weight my luggage there was a rude lady it looked like she was in charge of the staff she looked old her name is Esperanza Cruz. The way she talked was impolite. My mother was extremely mad. I am a tourist trying to making everything easy going with my family. We couldn't move forward bc she refused to tell us where to go next. She was cursing at my mother in Spanish. She has no right speaking like that. Like I said earlier her name is Esperanza Cruz . I have gone in the bus trips looks like the next time we will use that

Purchase 19 airline tickets for a Cancun vacation, Direct flight from Tijuana to Cancun and returning from Cancun to Tjuana with a scale in Mexico, City. I change one of the names of the tickets for my niece because one of our family member had to cancel. Called Volaris and they made the change and charge me to change the name.
On our return they told me that they never change the name to my niece name, and they couldn't make the change. We show them the ticket from Tijuana to Mexico that was already change. Even though I show them my bank account where I was charge for the name and obviously they are the ones who made the mistake. They couldn't help me. I was in a state of panic because my niece is 15 yro and Type one Diabetic running low on supply. They had no mercy or compassion so I stayed behind with my niece and continue contacting the customer service line and no help at all. Looking for a hotel stranded. In desperation we pay for a one way ticket for my niece to Tijuana which was 460 dollars. Now I have 3 tickets. Once we are in the airplane my niece is setting next to me cause I have 3 boarding passes. The extra one which is the one that they could not change the name or re sale it to me. Next thing I know there is a passenger who is claiming I am in her seat. I show her my 3 boarding tickets and she is in shock and me too because the same ticket who was not being use has been sold again. The flight attended saw the both tickets and remove the lady and put her in a different seat. As if she knew and didn't question it, just avoided me. On our next flight from Mexico City to Tijuana it happen again. Only this time there were no seat available and they seated the person who they resold my ticket in a seat were the flight attends seat until I told them I purchase 3 tickets and show them which was the 3rd one so she can take that seat. The flight attendant was not surprise of what happen since is not something new. I was shock and disgusted on how they could not change the name even though they were the ones who made the mistake in the first place and they new that no one was going to be seated there so they sold it to another person, even though we begged them to resale it to us. I have proof because both customer who they re sold our tickets gave me there ticket so I can have it as proof.

Volaris is awful, the worst a total disaster,
My grand mother passed away 9pm my time my mother called me with the sad news and that she wanted me there, i booked flight thru Volaris.com a 1:10am flight, packed my bag and raced like a madman to the SFO airport 2hrs away, i got there long term parking was hell, but got to the terminal around 11:40 pm, was running across the international check ins to no avail, asked desk for help to find volaris check in she said " i dont see then on my list", finally i see them between 2 asian airline check ins that where packed lines, all they had was a printed small piece of paper on an Isle, i was looking at all the monitors above all the check ins, their monitor just had the generic SFO airports logo the one they put on closed check ins, so its 11;55pm theres 2 ladies in a hurry boxing things up, i asked them " excuse me i need to check in" she looks at my itinerary and tells me " im sorry that flight is already boarding your too late' WHAT! A FLIGHT THAT LEAVES AT 1:10AM boarding at 11:55pm?'and she added rudely " you should be aware that all international flights you have to check in 2hrs before, " i pleated my case that my grandmother just died and they bury the next day in the old country, she just said " sorry i cant even check your bags in", i told her " this is a carry on" i just need a boarding pass, please look at the TSA lines there empty i could be at the gate in 5 minutes"' at no time did they bother to check their computer call the gate nothing i asked for the manager and she said " hes not here he will be right back" finally some guy shows up, the ladies explain to him what is going on while they were boxing there stuff up, and the manager just comes and tells me " hey sorry look its 12;10am already" i told him " yeah ive been here for like 20 minutes explaining my situation my grandmother passed away please help me, he just gave me a small piece a paper with their 1-888 number and said sorry call them if your have any questions and went back to help pack things away and chatty laughing with the ladies, these people are arrogant power trip, worst of the worst, never fly volaris incompetent people

Do not use this scam company and don't give them your credit card information! I used my card and bought a plane ticket and everything seemed fine. But later my credit card company contacted me and told that there were several charges made with my card! I said that the last thing I bought was a plane ticket and asked for more detailed information. They said that charges were made in Mexico area. I went online I found out that Volaris company was located in Mexico! Immediately contacted them and demanded my money back and they said that they had no idea what was I talking about. I asked my bank for help and contacted the police. Hope I'll get my money back.

Volaris and all its personnel are people on a self-aggrandazing guest to feel power over customers in need of their service. They charge or deny services or assistance to others malevolently. This company's personnel are uneducated arrogant and rude. They have no regards to people emergencies and do not want to yield to customers' needs and from personal experience, neither TSA supervisors nor Custom agents can make them change their ways. The US really needs to create the bureau that over looks and regulate the horrible service international airlines offer US citizens. Beware to get on this airline aircraft over seas because you will be at their mercy for any charge or change to your itenerary. Also, regardless of embassy or consulate regulations, if they want to refuse you from boarding they simply can, as they most rudely said to me "we are not a US airline, we are a private Mexican company and we make our own policies." Also, Southwest is somewhat affiliated or owned perhaps by the same person, which makes sense why Southwest is also declining in service as stated recently on the news, denying a lady from boarding due to her cleavage size. Stay away from Volaris and maybe even Southwest.

We purchased tickets from Tijuana to Guadalajara for our Christmas vacation. It was 9 of us coming down from Northern California. We crossed the border into Tijuana at 4:30am to arrive at the airport at 5:15am. After having to pay over $220 US dollars at the airport for permits to enter the country we proceeded to go check in our luggage and get boarding passes for the children. Volaris failed to notify us of this extra fee and spent 15 or so minutes filling out permit forms for each of us and paying the fee.

We approached the counter at around 5:45am and still well within the 30 minutes required to check in as our boarding passes stated. We asked a Volaris employee to point us out to where to check in. She very rudely stated we were late and could no longer board. We plead with her for over 20 minutes and the whole time she didn't even offer any help as to boarding. She was so rude and refused to allow us any help to board or get us on another flight.

Her answer to our begging was that there was nothing she could do and anything else was not her problem. She said we had lost our tickets and that was that. This was at 6:05am and boarding had started at 5:55am and departure was to be at 6:25am.

My mom was able to board without a problem but the rest of us had to stay behind because she refused to print the children's passes (you cannot do web check-in for minors online). We stood there in Tijuana stunned and shocked at the lack of help from this Volaris employee and proceeded to take a taxi back to the border and walk ourselves back across into the US with nothing to show for this Christmas morning of 2011. We had just spent over $300 (in taxi fare and permit fees) into this quick Tijuana trip and out over $1200 in airfaire and no one seemed to care.

Upon arriving in San Diego we went to Volaris at the airport and let them know what had happened. They were extremely helpful by letting us know that we were correct in the arrival time since it was a national flight and 30 minutes was right and even if it wasn't, they could have helped us to get on our flight. They also said this was a typical occurrence in the Volaris counter in Tijuana.

We contacted Volaris to complain, but just like the Tijuana woman told us, we should have arrived 2 hours prior to departure. I'm in agreement but NOWHERE did Volaris state in any way that we needed to be there 2 hours before. The only directions we saw was the ones on the boarding passes that said to arrive atleast 30 minutes before departure.

I disagree with their lack of compassion and disregard for our situation when we were NOT late and didn't merit being taken advantage of like this. We have known people who get there as the airplane door is being shut and they still get to get on. How could this employee not want to help?

My children and us were so shocked and couldn't believe what was happening. Please consider this experience as you book with Volaris. Cheap isn't always best in situations where customer sevice suffers.