Volaris

Not Verified | On Friday 04/29 I dropped my parents off at CBX for their trip to finally see their parents after this awful pandemic. Per CBX they recommend arriving 2-3 hours prior to your flight. So, they arrived more than 2 hours before their flight at 12:55 AM. They checked their baggage, went through security and everything was running smooth until arriving to the gate on time. At their gate they were told they missed their flight. Mind you this is not just two passengers; 40 passengers did not make it onto this flight. Every single Volaris employee had a different excuse as to what the issue was and answered very entitled and rude to any questions. Volaris attempted to rapidly re-book people onto other flights to anu city in Mexico, (because this was a Volaris issue) however, their offer was to Leave Sunday night and return Monday morning…. (literally just land and get on the flight back). Obviously, that was not an option so this morning we are attempting to at least get credit for another flight If not a refund. We spoke to Jasmine who passed us onto her supervisor who hung up on us. We have not been hostile or rude to anyone and as VIP members of Volaris I cannot believe this is happening. Everyone at Volaris has been extremely rude. To top it off after being told they could not board the plane and had to return home, CBX would not allow them to return without paying for a new crossing ticket, which was already pre-paid on the returning flight but did not count as a valid ticket. I need an explanation.

✅ Trip Verified | Volaris has the worst airport customer service I have ever experienced. Our family had to wait one hour and a half in line just to check our bags (we were in the customer with special needs because we had a baby and we were unable to print our boarding passes at the kiosk). I understand the special needs line can take longer for obvious reasons; however, they only had two counters helping customers and at some points they only had one (because the personnel was in and out). It seems like Volaris staff don't care about the time people stand in line; they seem apathetic, and also understaffed. Once we got to the counter, the lady was helpful, but at first I thought she might send us back to the end of the line because we didn't have our boarding passes. Luckily that didn't happen because I told her we already had been in line for an hour and a half and we were going to miss our flight if we did that. Once we got passed the check-in counter and onto security, that was another ordeal. The person checking the boarding passes said the stroller had to go through a different line. It was so confusing and frustrating because then another lady told us only one person can go through the stroller line and that the rest of the family had to go through the regular line. I didn't know what to do, and then the lady said "or you can all try going through the same line but you will be sent back". She was completely rude when she said that. We decided to take the risk of being sent back, and then we saw an entire family walk past us with a stroller and a baby and they were not sent back! Once we go passed security everything was fine. Additionally, I don't like how Volaris charges for everything, even for carry-on bags when other airlines don't do that. The checked-in bags were $80/each which is way too high compared to other airlines that charge $45-65.

Not Verified | If you are a planner, in the sense that you want to know your departing date, arrival date, departure date and arrival date, do not fly Volaris. I originally had my ideal flights of nonstop departures and arrivals and they arbitrarily changed both of them on me. There is very limited communication you have to do with them, WhatsApp chat or a Facebook chat. If you use the whatssap or Facebook chat know it will take you at least 2 days to get what you need. They respond every 4 hours to your messages so be sure to put all the info into your messages every time you respond. I got a message in Spanish after 4 hours and it took me another 4 to get an English person on Chat. It will take you a day to resolve their arbitrary flight change they imposed on you. We only booked this way because of the the non-stop flights, but after all said and done, we still didn't get non-stop flights. They do not issue refunds or any sort of reasonable compensation and zero recourse since they are not USA compliant.

✅ Trip Verified | Flight was changed from boarding gate at supposedly 7:30 pm according to desk clerk, I was checked in at 8:02 and they provided me with the incorrect gate. Missed the flight they did not want to put me on the next plane without charging me a supposed penalty fee. Once I got back to the desk to pay the penalty fee and get the next flight they now they said I had only 30 minutes to do so and wanted to charge me the full amount of another ticket. Not only that then I asked for them to cancel my flight back and they said they couldn't that service was only online. Went online and it said i couldn't because the date had already passed today is 4/13 the flight was 4/17. After not bein able to I tried to change the ticket and now they wanted to charge me a full ticket once more. These people are horrible. I was left stranded at the airport at 1:30 am with no option and no money. Will never ever fly this airline in my life and will recommend for others to no do so either.

Not Verified | My friends bought flights to come visit me. Volaris boasts of having cheaper flights but you have to pay for your seat and either have to pay for an upgraded ticket if you want baggage OR pay for your carrying on and checked baggage. If you have to cancel your flight (due to COVID for instance, which is what happened to my friends), they only give you vouchers for the flight costs (not seat, not baggage, not taxes, so you lose all that money). If you bought a round trip, they split the money you paid into one voucher for your flight to the location and one voucher for your flight back from the location so that they are equal amounts. When you go to buy your new flights (that you have to purchase within 90 days), you have to buy the flight there separately from the flight back. This means that if your flight there is more expensive than your voucher, you have to pay the difference (so my friends have to pay over 100$ extra each for a family of three for their flight to Mexico). If your flight back is cheaper than your voucher, you lose all of that money (which for my friends is more than 100$). So they are losing over $300 more in addition to their seat and baggage and having to pay over $300 dollars more! When you call to talk to the people they basically say "this is how our system works." When you ask for a higher up they take your number.

✅ Trip Verified | Worst travel ever, I did the check in and they told me the flight was oversold, they didn’t have any another solution and they couldn’t pay even the hotel. After to talk with everyone they gave me a ticket for stand by and they could get me in. I don't recommend this airline.

✅ Trip Verified | Delays are normal for this airline, so you would think that they know how to handle such delays, but they don't. 9 out of 11 of their flights were delayed at Mexico city. Only one person was handling a crowd of anxious people looking for information about their flights. Horrible experience. I also had to spend the whole night trying to sleep on the floor because of a delay in Monterrey.

Not Verified | I found a great deal on Volaris to take the family (6 tickets - 2 adults AND 4 kids ages 10, 9, 8 and 4) from Tijuana to Acapulco. Both legs initially had a stop in Mexico City. Outbound flights were #Y4 816 TIJ-MEX and #Y4 748 MEX-ACA. Return flights were #Y4 904 ACA-MEX and #Y4 813 Mex- TIJ. I paid just under $1,000 USD for all six tickets. Tickets included 2 checked bags, and on the longer flights (TIJ-MEX and MEX-TIJ) the first row (premium) for more leg room.

✅ Trip Verified | Volaris is by far the worst airline that I have ever flown. Not were the flights just delayed but they boarded us then had to take us off for maintenance and didn't help us change our connecting flights. Just said not to worry they will handle them when you get to Mexico city. Needless to say after trying to run and catch my gate which I could've made they said I couldn't board because I needed to go get my bag. Ended up missing the connection and the next available flight wasn't till the next morning. Their customer service was horrible. They are completely disorganized, rude and not helpful at all and had zero compensation for all of the people. Nothing from food, to hotel rooms, to transportation, credits, or refunds. The airplane also had no air conditioning, food, water, or anything. Not only did they waste my money and time but didn't even help resolve the issues at hand.

✅ Trip Verified | Worst experience ever! Sat night flight was canceled after being delayed for over an hour, did not get another flight back home til the Sunday 9pm! Customer service is horrible! They did not provide a hotel and only some passengers were given food vouchers. $9 p/per. worst customer service! Airline doesn’t care for their passengers! Having to wait for the 24 hrs for the “next” available flight is insane. Many of families with kids including myself so it was such a horrible experience.