Complaints for Volaris Airlines in Colonia Zedec Santa Fe, Mexico City,

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
3	Refuse to adjust, relying on terms of agreement
0	Unanswered

7 complaints against Volaris Airlines

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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

6/30/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $500.00 Amount Settled: $0.00

Customer Complaint

6/5/2024

The airlines cancelled our flight, returned credits and we did not authorize resulting in us not being able to rebook a flight under the protection of no extra charges. This resulted in us rebooking for a higher fee and spending an extra night at a hotel which is an extra cost. The customer service hotline hung up on us 4 times when trying to solve the issue. This is so devastating to not only have to reschedule many things we had planned, but also costing more money than anticipated. Resolution Sought Please refund us for the difference in credit returned and the extra cost to rebook the flight. Plus hotel accommodation

Company Response

6/17/2024

UPDATED 6/18/24: We confirm that unfortunately VJ827H booking suffered an itinerary modification, given this situation and as part of the notification process to our clients, an itinerary update email was sent on May 27th, 2024 to the email registered in the reservation, [email protected], in which the different support alternatives were offered. According to the record in the booking , on May 31st 2024, in a self-management process, client accepts a 125% refund in electronic credit for future transportation, it is confirmed that the credits were totally redeemed in new reservations KKDG4B and OIYBNK, we confirm flights were boarded. Given this situation, we want to confirm that due to policies is not possible to offer a higher compensation amount or reimburse of expenses reported by the client, however, as one time exception and in goodwill we could support you by reintegrating difference amount paid in each new booking with a Visa Card in electronic credit for future transportation with Volaris, in case you decide to accept our proposal the electronic credits will have the following characteristics: • 180 days to book (You can travel on the date and destination you prefer, as long as the flight is published). • Applies for base fare and taxes. Thank you for your understanding. ------------------------------------------------------------------------------------------------------------------------------------------- Dear Ms. Brunell, We are writing in reply to this BCA case.Hope you can attend our call from one of our representatives or reply the email send to you with corresponding proposal solution. Sincerely, Volaris Customer Resolution

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