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Volaris Airlines complaints

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Av. Antonio Dovalí Jaime No. 70, 13 Floor, Tower B
Colonia Zedec Santa Fe, Mexico City, 01210 | Get Directions

(855) 865-2747

http://www.volaris.com

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Total Amount in Dispute:
$4,582.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to complaints presented to them.

Complaint Closing Statistics

8 complaints against Volaris Airlines closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
4	Agreed to make an adjustment
0	Refusing to make an adjustment
4	Refuse to adjust, relying on terms of agreement
0	Unanswered

8 complaints against Volaris Airlines

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1/12/2026

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

12/22/2025

Waited over an hour at counter for assistance. They overbooked our flight . We didn't have seats because we didn't check in in advance without an app that doesn't work with foreign phones. We had to change flights and use another airline which cost us double our original ticket cost. Otherwise we were going to have to wait 2 days for another flight. Basically we lost 309$ because their overbooking policy discriminates against foreigners. Resolution Sought Refund of our additional flight cost because of discriminatory practices. Downrate those business on BBB

Company Response

12/29/2025

Dear Mr. Miller, We are writing in reply to BCA case number 99041055. We regret the inconvenience caused. In order to validate the reported situation, we kindly ask you to provide the following information: • Booking number • Passenger name • Route • Flight date • Email address registered in the booking We remain attentive to your response. Sincerely, Volaris Customer Resolution

10/30/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $181.82 Amount Settled: $0.00

Customer Complaint

10/14/2025

Translated: I recently bought a round trip flight from Chicago to Mexico City on this airline, I had a health issue in Mexico and decided to change my flight, but their terrible customer service is automated, basically it always sends you to the chat Bot who only has training to help you with a certain number of options for very basic things, when trying to change my flight I never had the help of a physical assistant to solve it for me when I tried to do it on my own and an extra amount was generated at the time when I tried to do it on my own, they should be responsible for their poor customer service, studying and writing down in a notebook their telephone options menu which basically has options in which all of them always take you to the chat Bot I decided to do it on my own but I do not want to pay extra amounts generated by the lack of customer service of (Volaris) Resolution Sought I would like to be able to ask them to improve their customer service and receive a refund avoiding the flight change fee, for which they are responsible for their poor customer service because I was never able to contact them.

Company Response

10/18/2025

Dear Mr. Arteaga, We are writing in reply to your BCA case. We sincerely regret the inconvenience you experienced when trying to make changes to your reservation. We understand how frustrating this situation can be and appreciate the time you took to share your feedback regarding our service channels. Please allow us to confirm that, regardless of the channel used, all itinerary changes are subject to the corresponding fees and any applicable fare difference, in accordance with the policies in effect and accepted at the time of purchase. As part of our commitment to providing quality service to our customers, on this occasion we are assisting you by reintegrating the amount paid for the itinerary change in booking IBTF9P, in the form of an electronic credit for future transportation with Volaris. The electronic credit details were sent to email address registered in booking. Booking: IBTF9P Route: MEX-ORD We appreciate your understanding and would like to reiterate that we are continuously working to improve our customer service experience and digital tools, making all processes as smooth and accessible as possible for our passengers. Sincerely, Susana Hernández Mateos Volaris Customer Resolution

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