Volaris review: Request for refund due to inability to modify flight

Dear Volaris Customer Service,
I am writing to formally express my concern and dissatisfaction regarding a recent experience with your airline involving my brother’s flight.
My family and I have been flying with Volaris for many years and have always appreciated your affordable fares and convenient service when traveling to and from Mexico. We have consistently chosen Volaris as our preferred airline because of the trust and reliability we’ve come to expect.
However, in this recent situation, we attempted to change my brother’s flight due to unforeseen circumstances. Despite my brother being at the airport hours before the flight and multiple efforts of going back and forth in the airport and on the phone with customer service, we were informed that the flight could not be modified even though the flight was insured in case any event like this happened. As a result, we were forced to purchase an entirely new ticket for the following day, incurring an additional and unexpected expense.
This experience was both frustrating and disappointing, especially given our history with your airline and the expectation that Volaris supports its customers in managing reasonable travel adjustments. The inability to change the flight, even with flexibility options, does not reflect the level of customer service we have come to value over the years.
I am respectfully requesting a refund using my original method of payment for the unused ticket or reimbursement for the additional flight we had to purchase. I am attaching the relevant flight details and receipts for your review.

Passenger Name: Moices Alejandro Perez Montoya
Original Flight Reservation code: JY637F
Original Flight Date and Time: Friday, May 30, 2025
New Flight Reservation code: V9EE7Y
Date of New Flight: Saturday, May 31, 2025

We genuinely hope this issue can be resolved promptly and that our long-standing relationship with Volaris can continue on a positive note. Please let me know if further information is needed.
Sincerely,
Alicia Carrillo
Email: Carolina. [protected]@gmail.com
Phone Number: [protected]
Date: June 4, 2025