✅ Verified Review
| Mexico City to Puerto Vallarta. Mexico's budget airline is miles behind others in its class. After booking two cheap flights (chiefly because 1 free bag is included), we were greeted with the rude awakening of getting what you pay for. Horrendous customer service, shady booking practices, no legroom, dirty planes, flight attendants with attitude, and questionable pilots. We even made the mistake of booking two flights before we knew what we had done. The first misstep we encountered was right from the get go in the booking system. They try to "offer" you a second bag (that they add on to the reservation by default) on top of the already free first bag for an additional $30. If you don't catch it, good luck getting any money back as Volaris customer service has a "politic" of no refunds even if that extra bag was never even at the airport - a fact that would easily be verified by seeing the extra bag tag was never scanned. They also seem to take up a position of passing off customer service to other departments as we called the call center's Mexican number only to have them tell us to contact them in writing. Upon doing so they tried to send us back to the call center and even gave us a US number (since we needed English assistance it would seem) that was not in service. When the written response produced no results, we were told to contact the feedback department to tell them about our experience. It was at this point we’d had had enough and felt we should warn people and help them avoid our nightmare instead. After that, the hits just keep coming. Dirty undersized/broken trays. No legroom at all even for a 178 cm tall (5' 9") person sitting next to us. To top it all off the flight attendants on our flight from Guadalajara to Cancun ignored us and never brought the water we asked for even when they were walking by with the drink cart. Is this assessment of Volaris' business harsh? Not likely from what we've heard, and also not from our personal experiences with them and other carriers. If we were to recommend a Mexican airline for your travels (which is also the airline our agent recommended in the first place), Interjet's legroom was fantastic, drinks were good, flight attendants were polite, and we never had a reason to deal with customer service so our rating for them is a solid A+.