Volaris

✅ Trip Verified | I want to express a complaint related to your horrible service. Upon arrival at the Cancun airport on Tuesday November 30, 2021. By giving Frontier Airline agents our reservation they notify us that we could not travel to Chicago since they could not find our reservation. Frontier Airline agent advises us to contact Volaris to notify them that the reservation was incorrect. Had to call Volaris right in the spot. After about 10 minutes, talking to the Volaris agent, he informs us we cannot travel from Cancun to Chicago that we needed to go MXDF and leave MXCD at night arriving to Chicago at midnight. We absolutely did not accept. The Frontier agent asks me to speak to the young man from Volaris to explain that there were 17 seats available that he only need the confirmation number from Volaris. The young man from Volaris insisted that he cannot give us the confirmation number since we must travel to MXDF and from there to Chicago. After pleading with the young man from Volaris, he did not help us and hung up the phone on us. After more than an hour of insisting / desperation agony about what to do, we had no choice but to buy the most expensive tickets for three adults.

✅ Trip Verified | What an obsolete website and airline. Paid for all the extra luggage, seating, priority boarding and all the horns and whistles to make a hassle free flight to Miami. Finding out it had me arriving and departing Miami on the same plane that takes me there. I originally wanted to Depart MEX January 28th to Miami and return to MEX on the 7th February. It had both flights scheduled for February 7th. I had to make the departure change when I got there. To make the change was charged 3368 Peso's, USD $162.43 per my visa card charge. Fine, I expected that. But when to check in at the counter is when all the craziness started. - they charged me 5368 Peso's = $258.54 Dollars to check 2 Bags! 1 each for the 2 of us flying which was suppose to be included in the premium services I paid for. The staff at the counter didn't even know how to charge my charge cards on 3 attempts saying they were rejected. Had to do a currency exchange and pay cash or not check luggage. As we were flying to Miami to catch a cruise ship we had no choice and had to be on the early flight or miss the ship. After all this nightmare, I called my bank and wanted to know why my charges were rejected. They told me no charges of such were ever attempted on my card. Why their website would allow such a booking on the same plane is redundant and not at all user friendly as it shifts back and fourth when you are trying make your booking. Avoid Volaris at all costs. There's nothing economical about them.

✅ Trip Verified | Worst airline ever, their service is really poor. Lack of information their system is obsolete, their crew is not educated. I have to pay $115 to get the boarding pass. They don’t offer a cookie and they don’t know how to handle an airline.

✅ Trip Verified | Volaris initially sold me on their flights due to their promise of "lower" prices. I even paid to upgrade my seats to the front of the plane and was excited to get a decent deal during a holiday. Upon my initial check in at the airport, the problems began. Volaris told me I had two sets of tickets, which I was unaware of (as I only received one email with one receipt!) I told them I only wanted one flight and the assistant said she would take care of it. She apparently did and we boarded the plane and vacationed. Upon our attempt to return, we were told there was no flight for us, as our tickets had been cancelled! Upon further review, it was found by a Volaris agent, that the prior assistant had cancelled the flight I had the paperwork on, and had left the other flight open. The issue is, the return flight was on different date that was a week prior to our scheduled return date, and which we knew nothing about! The agents in Guadalajara would not budge and since we have responsibilities, we had to get home and had to buy a subsequent return ticket. The agent assured us that the other ticket for a "missed flight" would be refunded by contacting customer service after we returned. Volaris customer service is basically non-existent and not of service. You can never get a live person on a phone line, unless you're buying a ticket. I used the email link, to which Volaris states will be responded to "within 2 days" - I've written three emails, each a week apart--and I have had no response! I sent a Messenger message and have gotten no response except an animated, antiquated number system sending me in a loop. I finally got a horrible response on Whatsapp that told me it was too late to request a refund, since I had "accepted" the initial flight and had "missed" the return flight. I should state here, that the return flight we repaid for, was not full, either! So here I sit with Volaris claiming there's nothing they can do---for their mistakes, which as cost me twice what I was originally paying! Thus, my flight has ended up costing me far more than any other airline would've in the first place. It's a scam! Volaris doesn't have low fares. They're there to cheat you out of your money and your flights. We were not the only ones this had happened to on our days of travel and several people's planes had left them as they decided to take off "early" without warning.

✅ Trip Verified | I loved this flight. This is my second time flying Volaris. The attendants are efficient & informative in English & Spanish. The aircraft were clean. Snacks & drinks you have to buy them if you want them. Hand sanitizer is offered throughout the flight. It does not have all the USA frills, but who needs them. Volaris knows how to keep flight costs down & customers happy.

✅ Trip Verified | Never got to the plane, arrive at the airport 1:45 minutes before departure and there was no one at the front desk to help me. I know I was right on time but if there was some one actually at the front desk I could have made my flight. Hard to get hold of them on the phone. Poor customer services.

✅ Trip Verified | Horrible customer service. They changed my flight and when I called them to get the same flight. They said they could not get my flight back, so I requested my refund and they also said they cannot give me a refund. They will never get my business again. Do not buy from them, they just like to take your money and don’t care about the customers.

✅ Trip Verified | This airline is the worst I have come across in more than 30 years of buying flights around the world. I will never fly with this airline again after they rescheduled our flight by 3 hours, without informing us, making it impossible to connect with our flight home to the UK and refused to put us on any earlier flights unless we paid them more than double the price of our original return ticket. Despite their website and terms and conditions clearly stating that they will inform passengers of any schedule changes and rebook those affected, we only found out that they had delayed our return flight to Cancun by 3 hours when I tried to do online check-in for the flight. When we called them to ask why they had not warned us of the change they were totally unapologetic, saying that because the delay was less than 4 hours they had no obligation to tell us about a change that they said they had made two weeks earlier. They didn't care that it meant we would miss our flight home to the UK (the 4.25 hour connection time I had built into the journey was reduced to 75 mins in an airport that recommends minimum 120 mins) and refused to put us on any of their many earlier flights that day unless we paid them nearly 23,000 pesos (around $1000 USD), compared to 10,300 pesos that we had paid for the whole return ticket and 10,500 pesos that another airline was charging for a suitable flight that day. We were left with no choice but to buy new flights with that other airline and made our connecting flight home. Buyers and flyers beware!

Not Verified | This is the second time we’ve flown with Volaris. The first time our flight got canceled and we didn’t get to go home for 3 days. The second time, they charged me 130 dollars for a checked bag even tho the app and the website states a checked bag is 54 dollars. The airport man took advantage of seeing that we were American and took his time trying to find something wrong with our documents and later just changed us extra for one bag just because. He did not provide an explanation. This airline provides no customer service, they are truly not worth it!

✅ Trip Verified | Worst Airline Experience. Show up 3 hrs early ticket says to show up 2 (11am) volaris and only volaris has over an hour wait for check-in (1pm) checkin girl says were running late but can still make it (flight at 2pm) we rush across cross border express. Don't make it,have to get in another line that easily take another hour, just to be told there are no more flights left and that I'm not eligible for a refund since the rep checked me in go talk to supervisor. Rep then tells me he cant reschedule the return flight because the system wont allow him to. For that I need to call their center after an fruitless argument I leave believing him (wish I hadn't) so me and my fiancée then have to get a taxi to the border CBX regardless of the situation doesn't let you back across. We get in the pedestrian line with all our luggage take 1.5 hrs once across we have to got back to CBX for our car get home around 10pm. Next day call the center only to be told that the volaris rep was supposed to change the return flight at the airport. I then get on with his supervisor who then says they cant make changes and that in order to reschedule my return flight we have to pay $100 per person and what ever the difference is (we booked in advance so the difference would be significant) says I have to go back to Tijuana in person or my other option is forfeiting the money for the ticket and just buying a fresh ticket. Never flying Volaris again.