Volaris
reviews and complaints

I had issues with Immigration for my flight back to San Francisco and after correcting it my family and was denied to board even though the plane's door was still open. My wife pleaded with The agent (Carlos Manuel) but he totally ignored her. We had a 3 yr old with us and was forced to stay overnight at Guadalajara airport. This man had no compassion and was very disrespectfull. Avoid this Airline at all cost. They charge for your carry on, it is a scam!

I flight back from Guadalajara to Los Angeles on Saturday May 19, 2018. When the flight attendants were selling snacks I got up from my seat to use the bathroom. The bathroom was occupied and there was a person in front of me. When it was my turn an elderly person got up and one of the flight attendant told me in a bad mood that that person needed to use the bathroom (Ivonne) is her name I told her that I also needed to use the restroom and that I couldn't wait longer because If I wait for a long time I get a bladder infection. I was already waiting for over 20 minutes. She told the elderly in front of other passengers that I didn't wanted to let go first. The passengers were looking at me. She made me feel bad and I ended letting the person go first. That person spent about 8 minutes by the time I used the bathroom I already had the symptoms of a bladder infection. I think this flight attendant was having a bad morning next time I flight with Volaris I hope I don't have the same experience. Thank you for reviewing my complaint. Sincerely. Maria T cruz. My flight # was 912

I have my $154 Electronic Credit Voucher from Volaris Air. (Which is suppose to be $158) I cancel my flight and volaris Air gave me $154 instead of $158 which was my original purchase .

I started to make another booking online, and when I was at the payment section, volaris website gave me few options
1- pay be credit/Debit card or 2- Electronic credit ... which I select Electronic credit. but when I put my electronic credit voucher number it shows my only $43 dollars and asking me to pay via visa or any other form of payment $120 ...instead of just paying 154 and ask for remaining $15 through the credit card.

I am thinking its a volaris air cheating . I want my back from volaris air. I have not travel with them yet.
Syed Ahmed
[protected]@yahoo.com

Hello!
On 08 March I bought a ticket from Cancun to Tichuana and back and was charged 10955 MXN with my card VISA 9242. The reference number of flight booking was 6899198 on the name Inna Novoselova. After that I got e-mail from agency FlightNetwork that they were unable to proceed reservation as the fare is no longer exist. Since then I haven't received my money back. So Volaris company has charged me but not provide me a flight. And above all since then FlightNetwork hasn't answered my mails any more! I'd like to know about date of return my money back. Hope to get information as soon as possible. Who takes responsible for it?
Thank you!

On 01/06/2018 I had reservations for 2 passengers (Seidy Viviana Monge and Mia McClean) from Tijuana Mexico to San Jose Costa Rica. Prior to my purchase I contacted your airline to verify if I could fly out with an expired Costa Rican Passport. I was advised that your airline would permit me to do so.

We arrived at the Volaris ticket counter and the agent indicated all they needed was a verbal approval. An agent named Louis approached and informed me that we could not fly out on an expired passport. When I informed him that my circumstances were approved prior to my purchase he continued to reject my request. I asked to speak to his supervisor named Cristobal and he further explained that they would not honor my purchase.

We then approached an immigration officer who was on duty at 4 AM and she agreed to help us. She indicated we needed to furnish her boarding passes and she would provide the necessary travel permit.

When I approached Cristobal again to secure the boarding passes he informed me that we would not be flying out today and that immigration had no say in the matter. This battle with Cristobal went on for 6 hours which caused us to miss our original flight. When we inquired if we could be routed through Mexico City, so we could access the Costa Rican Embassy, Louis agreed but Cristobal refused our request again because he said our original stop was in Guadalajara. We learned later that a Costa Rican Embassy did not exist in Guadalajara.

Our frustration escalated further when we contacted the Volaris call center. Received permission from them to be ticketed because immigration had authorized our travel only to witness Cristobal hang up on the call center and refuse their request. He then informed us that he was in charge and we weren't going anywhere. He also advised us that my daughter and I were illegal, and he could have us deported.

Cristobal's abuse was further magnified when he stonewalled the immigration officer who personally came to him and demanded to speak to his supervisor in our behalf. His supervisor Armando Collin came out and after denying to allow us travel for 45 minutes he finally agreed to allow us to fly out but not for another few days. The frustration we felt after hours of torment and vindictive behavior by your employees was beyond belief.

Our only solution was to purchase a flight with Aero Mexico which we did with no difficulty and we finally departed Tijuana the following day.

To have 3 employees, Cristobal, Luis and Armando Collin treated my 3-year-old daughter and my self with such arrogance and brutality does not reflect well on your company. Their lack of respect, empathy and unwillingness to cooperate with higher authority stains your organization severely.
Cristobal, Luis and Armando Collin. all three were working on the morning of 01/06/2018

Sincerely,
Seidy Viviana Monge

I was told by customer service over the phone that I can check-in 45 minutes before my flight... And when my family and I got they to the airport in queretaro the [censor] ericka that was there told us that we couldn't check-in any more because it was too late... We told her why not there was 45 minutes till are flight lives and she said no we where not able to check-in and we asked her to call her supervisor she said no then the [censor] ericka was laughing with an other bozo I think she could of let us check-in it only takes 5 minutes to do it but she didn't want to take the time like a good customer service should have done it so she made us pay more money to get other tickets volaris just wants to still from there customer's never using this airline again they suck

Volaris is still charging for the first checked bag. This is despite Mexico's regulations requiring airlines flying within Mexico to allow customers a first checked bag for free. They have been fined for it, but they continue to do it. They are fighting Mexico. Let's hope Mexico doesn't give in to the airlines like the United States always does. Consumer protections are practically non-existent when it comes to airlines as they have all the power. Volaris is terrible for breaking Mexico's laws!

di not fly or. Ok with this company they did the most disrespectful thing to my mother who had bought a ticket and was at Ontario airport to take the flight to Mexico to see her dying father and couldn't lol due to there staff saying she couldn't board the plane she asked why and the answer was not given to her my brother took her so he is a witness of what the young lady did was laugh at my mother pleading to let her in the plane while the young lady laughed at her and said it wasn't her problem and that she wold not let her in. My mom had bought the ticket a day before her flight and paid for luggage that wasn't even on the plane also due that the young lady didn't care to let her go in . This company was in full blast on fb of what they did to my mother we had over more than a thousand complaints of what this company has done to people after that post went viral the airline asked fb to put it down and why I ask bc they rob people of their hard earned money . They even had the nerve to ask for my grandfathers death certificate to see if he really died we did sent it to volaris they haven't replied to my brother nor refund my mother.

I booked a flight from Chicago to Mexico City. My husband and I are disabled and I requested wheelchairs and assistance boarding and deboarding the plane There was no attendant at the door and I fell getting off the plane in Mexico City. I fractured my kneecap wrenched my back and neck when I hit the wall and floor of the "bridge". I was made to wait 4.5 hours at the airport to be seen first aid personnel. My vacation was ruined, but all I requested from the airline was payment of my medical bills, which I submitted to them. The incident occurred on April 27, 2017. After constantly calling and making a record of the calls and sending several letters, they finally agreed to pay my medical bill on Aug 7, 2017. I still do not have my money. Every time I call, I'm asked to call back in 48 hours or wait 2 more days or wait 7-10 days more. I live on social security and need this money for everyday living expenses. I get the feeling that if they wait long enough, that I will give up. I was promised for the 3rd time that I would have my money no later than Sept 30, 2017. I did not receive it. When I called, Again I was asked to wait. This is the poorest customer service I have ever experienced.

9/27/17 from 7:50 PM PST to 10:00 PM PST there was an error on their website that didn't let me finalize my purchase, only gave me the option to "Hold My Fair" for a fee of $8.99. When selecting the only option, gave me an error. Called, spoke to 4 people to help, no one would honor the price due to a technical problem they wouldn't resolve either.

I had a flight schedule for September 21 2017 flight# Y4-912 Guadalajara to los Ángeles California with not stops. When i arrive to the Guadalajara Airport and i was checking in inwas told several times that i didn't have a flight schedule even i was showing the lady my confirmation i was send my email. After she started searching she said she found a flight for me schedule that same that but she said i brought a flight for a different time and with 1 stop in Mexico city that wasent my flight i had my reservations and comfirmacion on email she was trying to move my flight to a different time i don't know why and i wasent the only one there were more people having the same problem i had to move my flight to the next day because volaris had a error or sold more spots in the flight that they supposed to sell I need a costumer complaint number were i can file a formal complaint when i called the number +[protected] dosent give me any options to file complains i need to file a complaint before i started a legal procedure because this is not the firts time this happens they did the same thing back on December to a family member also. I really appreciated if i can get a number where i can file a complaint.
Thanks
Juana Camarena

I got injured getting off your plane in Mexico City in May 2017. After waiting 3 months, your office agreed to pay for my medical bills on 7 Aug. 2017. But it has been 6 weeks and I have not received payment yet. I have called at least 10 times over this period an I keep getting told that the money Will be transferred in the next 2 days. I am a patient person but I am tired of waiting. If I have to hire an attorney, I will have to sue you for more than the original amount of $2224 in order to pay my attorney. I don't want to do this. All I want is my money. Janet Appling [protected]@gmail.com

In the resent tragedy in miami Florida with the destruction of hurricane Irma, I had requested a hanger of flight from Sunday to Wednesday. The customer service representative reply.
' I can not take the circumstances into consideration, the policy of Volaris you must pay for the change and fare difference'
I will recomend anyone who is flying never to use this airline.

Lets start with My mother was in a wheel chair and they failed to help her when it was time to board. I bought 3 tickets in the premium section and when it was time to board 2 people were sitting in my seats. They refused to move and they had to bring in customer service. Customer service has the nerve to tell me to sit in the 2 back seats which actually belonged to the 2 passengers in my seats. I was with my three-year-old Which I paid for her to have a seat they said to sit her on my lap which realistically was not gonna happen. She ended up sitting on the floor because she is a very active three-year-old. If you ask me the crew Should have verified the boarding passes and sat everybody in their correct and assigned seats. Customer service said they would reimburse my money because I said I wanted a refund if my daughter was not gonna be sitting in a seat The man said he would tore off a piece of my boarding pass and it's been 2 weeks and I still have no refund I've been calling at 5:00 a. m.in the morning my time so they answer the damn phone in their customer service department which seems like they are never there. But if you call the line and say you wanna pay for a ticket it will tell you you have a 4 minute wait shocking isn't it. And then customer service has to verify that I'm telling the truth and I have called twice already and according to them the airport hasn't replied that to my complaint so I guess I have to wait for the damn airport to give their side of the story ridiculous let me tell you this I only flew volaris because they had a direct flight to my familys town. But I will never sly with them again mind you let's not forget they charge me for some random [censor] on my mom's ticket said I never applied for so I'm still waiting for that to be reimbursed that's another story but if you ask me this is the worst customer service ever it seems like this big company is all about providing service yet when you talk to one department they're completely clueless and tell you that they don't know the numbers to other departments so you have to go back to their main stupid line and wait for 40 minutes And on top of that customer service tells you that it was your fault you should have move the passengers physically really? This people that were in my seats easily in their nineties one was physically handicap and I would have look like the biggest [censor] doing their job shame on you

I had two flights booked from Cancun to Mexico City on July 8, 2017. Several days before we left on June 28th via another air line we called and paid to have one of those reservation changed to my wife - Rocio Coronado. We paid all the fees, which were just under the price of a new ticket. You reservation dept proceeded to change one and cancel of my reservations from Cancun to Mexico City, forcing me to buy another ticket at a later time . That also forced us to miss our connecting flight in Mexico city and pay yet another fee. You agent in Cancun said that the reservation was valid just not assigned to anyone and it was for flight 709 on July 8th.

We expect compensation over this issue. We will not be go quietly away. I will contact the FAA, you fly into the U.S.

Please respond promptly.

Willard Hill Reservation number H3LHJI

Flight info: 6/23/17 - Reservation #1026940 through Vacation Express, Cancun to Newark, Volaris flight #6600 @ 5:00 p.m.
There was some type of issue with the cooling system of this flight which went into a heating pattern in the cabin and passengers were complaining to the flight attendants. Our brand new luggage in both the checked baggage and carry on items were affected my an awful mold smell. I had to wash all of my items and all of the unused clean clothing that was packed along with even having to attempt to clean our luggage, handbags and items contained in the bags. As of this date, I am still unable to get this awful smell out of our clothing, our luggage or handbags. The clothing has now been washed 3 times to no avail. I have never experienced this type of an issue with any flight that I have ever taken. This is a very expensive problem if I am forced to replace all luggage, bags and clothing and need to file a claim for these items with Volaris.

On June 11, I received a call from a male representative from Volaris who said that our reservation needed to be changed and that volaris will issue $150 voucher for any inconvience. I told him I would call the next day as there are 5 in the itinerary and needed to confirm possible changes with them. I called the next day and spoke to a female representative named Diana Torentera. We were on the phone for over two hours the line would get cut off, there was a lot of static, we could hear others conversations and she would either return my call or I would call back. At the end of it all I got my flights switched. Over these last two weeks I've had to deal with changes in an auto rental and changes in the policy. Ive had to call volaris numerous times in the span of two weeks. I was upset that after all this I hadn't received my vouchers, so I call to check if they have been issued and they tell me that they have but for the amount of $100. I call to speak with Diana Torentera to see what has happened. She is blatant and rude and kept cutting me off as I spoke. I admit I was very upset and asked to speak to her supervisor. She notified me he wasn't in, so I asked her to give me his name so I could call back. She said she couldn't give me that information, which is ridiculous because she works in CUSTOMER SERVICE! I did not ask for his phone number or address. When I spoke to manager Nelson Hernandez he said there was nothing he can do if I had mentioned to him that they had offered me $150 then that's what they would have gave me. So customers be advised they do the bait and switch! They promise you something and then low ball you because they think you're unintelligent.

When aboarding, hundreds of mosquitos were inside the plane which became a HUGE inconvenience for all the passageners. Many of us were unable to "enjoy" the ride trying to avoid getting bit by a mosquito which can be VERY dangerous especially with the type of viruses they can bring. I have videos and pictures showing this inconvenience. I'm wanting a FULL refund because this flight was horrible. We were coming back from an spectacular vacation and this just simply ruined it. Also, several of upset passengers sitting in front of me were demanding insect bracelets to avoid hazards, Iliana, the flight attendant still charged them for the bracelets. Bracelets should of been given to ALL passages! Bad customer service! This flight was number 950 on 6/19/2017

We flew from to and Guadalajara June 10 -16, 2017. On return flight, obtained boarding passes on line on flight Y4 977 and at the time paid for 2 small bags to be checked with a visa credit card, name on card: Charles Hall. upon arrival at the airport, not only the service was terrible, the attendants were not very nice. After waiting in a very long line and upon arrival to drop off the luggage, the clerk told us that we had not paid to check in the luggage. We told them that we had paid on line for two pieces of luggage. They asked us for a receipt, and because we did not have the receipt, they did not want to admit that we had paid online. Finally, because we were afraid to lose our flight, we just went ahead and paid again, this time with a visa card in the name of Carmen Stevens. If you want to check this item, our confirmation code was: MFEF3B. We would very much like Volaris to investigate this issue and credit us for the double payment. The names of passengers is: Charles Hall and Maria del Carmen Stevens.

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!