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
7	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
0	Unanswered

9 complaints against Volaris Airlines

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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

4/24/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $200.00 Amount Settled: $0.00

Customer Complaint

4/19/2024

I booked and paid for two reservations / tickets from Tijuana to Merida, Mexico for December 2023 for same trip.During November 2023 Volaris cancelled one of my flights and offered me an alternative flight which did not fit into my schedule. They offered to change my flight and I moved my trip to May 3, 2024, they changed both tickets despite these being on separate reservation numbers. During April 2024, Volaris again notified me they cancelled my return flight and again caused issues with my planned travel. They graciously changed my return flight to June 10, 2024 but refused to change my departure flight to June 7, 2024 as I requested. Their stated reason was that they had already changed the departure for me during November 2023 and would not do it again. The issue for them is that I have two separate reservation numbers MI1RHX for departure and DC8SHJ for return. They claim only the return flight was affected so they will not change the departure . This is illogical as they disrupted my work travel plan twice and now they refuse to help and want me to purchase a new ticket on MI1RHX for me and my travel partner. I am not asking for reimbursement as they have already changed my return ticket to June 10,2024 already. At this time Volaris won't help with the departure. Please be mindful that Volaris disrupted my travel plans on both occasions. The agent that denied my request is Elia Arcos. Agente Costumer Care Volaris. Loyal Volaris customer for 12 year. Resolution Sought Reserve a departure flight for my travel partner and I on reservation MI1RHX to Tijuana-Mérida for Friday, June 7, 2024. Departing 1:02 pm (1007 Flight number ) and arriving 8:35 pm (1230 Flight number ) and honor my paid for aisle seats.

Company Response

4/24/2024

Dear Mr. Romero, We are writing in reply to BCA case number 99021241. We would like to confirm that we supported you with an itinerary change with no charges in booking MI1RHX. At the same time, we confirm assistance with seat assignment with no charges in booking DC8SHJ. Thank you for your understanding and we offer a sincere apologize for any inconveniences. Sincerely, Volaris Customer Resolution

Customer Rebuttal

4/24/2024

Volaris Airlines was resolved today. Thank you for the incredible work. BCA does on behalf of consumers.

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