Volaris Airlines Customer Service Issues

I bought a ticket and encountered issues with my debit card being declined. After trying a different card unsuccessfully, I used ORBIZ for the purchase, which was successful. Following this, Volaris sent me two reservations for options I did not purchase due to payment issues with my card. The reservation numbers are LDFYRA and TFLMGX. I now wish to cancel the tickets I did not intend to buy and request a full reimbursement.

I noticed that the receipt from Volaris did not include charges for additional bags and the CBX. I tried calling the number provided but encountered difficulty as they only handle bookings. I realized this is not the correct customer service line but belongs to the consolidator. To avoid double charges upon arrival, I kindly request an updated receipt reflecting the charges paid. Additionally, the CBX tickets received indicate a one-way trip instead of a roundtrip as booked. I would appreciate it if you could provide the return flight tickets promptly.

Dear Mr. Beltranena, I contacted Volaris on 3/7 to request a refund or flight change for my booking on 3/9 due to medical concerns for me and my husband. Our reservation code is WFRK3H. Despite being advised by "William Molina" that emailing before the flight would allow changes, it wasn't until after our flight that I was informed there would be no refund or change, citing an email sent earlier. However, the email found in my spam folder only mentioned an ongoing investigation, not the denial. I hope Volaris can address this issue promptly, considering your commitment to safety and customer service during the challenges of COVID-19. Patricia Harvey Dir., Humboldt Chapters, Health Care for All & Physicians for a National Health Program [redacted]

I require assistance canceling my Volaris airline reservation and ticket. The booking is for two individuals traveling from Phoenix to Puerto Vallarta on 3/22/20, returning on 3/29/20. The reservation code is ODV9SN under the last name Anderson. Due to being immune compromised, I am unable to travel amidst the Covid-19 outbreak. Despite multiple attempts over the past week, I have been unable to reach Volaris Airlines to process the cancellation and obtain a refund. Your help in this matter would be greatly appreciated.

Dear Volaris, I am deeply disappointed by the way the current situation has been handled. Cancelling flights due to COVID-19 was already stressful, and your lack of customer care has only made it worse. Despite numerous attempts to reach out by phone, I was hung up on every time. The lack of assistance and consistency in pricing between online and agent bookings only adds to the frustration. It is evident that your customer service practices need significant improvement. I hope for a prompt resolution and transparency moving forward. As a loyal customer, I am disheartened by this experience and expect better treatment from a company like Volaris. Sincerely, Eric H. Reservation Number: WH139E

Subject: Flight Cancellation Request Dear Volaris Customer Service, I need to cancel our flight reservation with booking code H7JDRC, scheduled to depart from La Paz to Guadalajara on March 17th and returning on March 21st. My husband, who suffers from lung disease and prostate cancer, just got discharged after battling pneumonia in Cabo. Due to his recurring medical treatments in Guadalajara, we fly there monthly with Volaris. Unfortunately, his recent pneumonia hospitalization has made traveling risky, especially with the current Coronavirus situation, as he is considered high-risk at 75 years old, requiring oxygen and wheelchair assistance. Given the circumstances, I kindly request to cancel our booking and apply the funds as credit for a future trip. While a refund would be appreciated, a credit would suffice. I cannot jeopardize my husband's health with this travel. Please let me know if you require any medical documentation. Thank you for your understanding and assistance. Sincerely, A.C. Todos Santos, B.C.S. Mexico

I had scheduled a trip from Los Cabos, Mexico to Los Angeles, California on March 29, [redacted]. I purchased two tickets for a total of $[redacted].64 on February 7, [redacted]. My Volaris Reservation code is "NYQEKW". Due to the Covid-19 pandemic and travel restrictions in the USA, I am unable to proceed with the trip. Additionally, we had plans to attend a wedding for a relative in Los Cabos on March 26, [redacted], and had to cancel our VIVA AEROBUS flight reservation. The reservations were made for Navnit P. and Pallavi P. for the March 29, [redacted] flight. I kindly request the cancellation and full refund of $[redacted].64 to the credit card used for payment. I would appreciate your assistance in processing this refund promptly. Thank you very much.

I need to cancel my flight scheduled from March 28 to April 01 due to the U.S. government's Do Not Travel advisory. I am willing to receive a cash refund, a credit for a future flight, or reschedule my flight to November 26 to November 30. I have attempted to contact Volaris Airline customer service through their portal, email, phone, and Facebook Messenger, but have not received any response. I have been trying for 10 days without success.

I am seeking to modify my Volaris flight and initially included the More Flexibility Combo to be able to change my flight without extra or differential fees. However, when attempting online, extra charges are being applied. Despite trying to call, I am directed to process it online without the option to wait on the phone. I am seeking a resolution.

I had a group booking for 5 people that needed to be changed due to the impact of Covid-19. Unfortunately, my daughter was left out of the rebooking process, and I have been struggling to change her flight over the phone. The airline representatives keep informing me of no available flights, while online there seem to be options. As my daughter is a minor, I can't modify her flight online, and the constant disconnections from the phone agents have been frustrating. My daughter's flight is scheduled for tonight, and I'm in urgent need of assistance to secure a flight for her to travel with her father amidst all these difficulties caused by the pandemic situation.

I had return tickets for my parents on April 2, [redacted]. Due to the virus situation, we were advised to return home. Volaris had an advertisement offering no charge for changes from March 16 to March 31. I made changes on the 18th but was unjustly charged for them. I lost the upgraded seats I had paid for my elderly parents and had to pay again for seats, which is unfair. Additionally, I have a flight to Mexico on April 6, and online it does not allow us to cancel without selecting a future date, which we cannot decide on due to work commitments and concerns about the virus. We are seeking a full refund, but I have not been able to reach anyone via phone; calls get disconnected after long waits. I also visited the airport, but there was no one available to assist. I have two separate cases here and am in desperate need of assistance.

Due to the Coronavirus, I am concerned about the safety of my family members, particularly my 75-year-old mother who has health issues and my sister who is in remission from cancer. The doctor advised against flying during this pandemic, and I am fearful of the risks involved. Thus, I have decided to cancel our flights to Mexico. I hope you can understand our situation and process a refund promptly. We were looking forward to our trip, but given the current circumstances, we feel it's best to stay at home in a secure environment. Thank you for your understanding and prompt assistance.

Dear Sir/Madam, I have been attempting to contact your customer service for several weeks without success. Despite leaving my contact number multiple times and holding the line, I have not received any response. The call either disconnects when I am next in line or after waiting for three minutes. In light of the current situation, I am concerned about the safety of traveling, especially for my 63-year-old grandmother who has a trip planned. I tried to reschedule our flight on your website for a later month, but the system prompted me to call instead. My flight is scheduled for April 6, which is fast approaching, and I urgently need to make changes to avoid wasting the $[redacted] I spent. I would appreciate a prompt response as I am unsure of what steps to take next. Thank you, Janellie F. [redacted]

I had a flight booked for March 26, [redacted] from Cd Juarez to Guadalajara for which I paid $3,[redacted] pesos. Due to the coronavirus pandemic, we needed to change our flight. When attempting to call, we couldn't reach a customer service representative. Online, the only option offered was a more expensive flight with a layover, requiring us to pay an additional $1,[redacted] pesos. Moreover, due to a carry-on policy change, we now have to add more hand luggage. Upon checking your website, we noticed a direct flight available at a lower price than our original booking, departing at 7:57 am. We are interested in changing to this flight at the "tarifa plus" rate of $3,[redacted] pesos. Despite multiple attempts, we have been unable to reach a representative.

I bought a round trip flight to Mexico. When returning, I wasn't allowed on the flight due to COVID-19 precautions. I got tested at a clinic, negative result, but advised not to fly for 2 weeks. I have been trying to contact Volaris to rebook my flight with no success. I need to get home but can't afford a new ticket.

Hello, I made a reservation with Volares for my 65th birthday family holiday. I booked and paid for 12 people on three different reservation numbers. I initially booked a flight from TIJ to Loreto departing on April 11th and returning on April 14th. However, when I checked my trips, I noticed they changed the departure date to April 13th with the return still on April 14th. I have been unable to get any information, and when I call, my calls are disconnected after waiting for 20 minutes. Can anyone assist me with this issue? Thank you.

Due to COVID-19, traveling to MX is not recommended. I booked my trip through Volaris.com. I received an email from Volaris on March 26th stating that if I change my flight dates before April 30th, they will waive the fee. Unfortunately, I have been unable to reach anyone through the phone numbers provided. Every time I call, I get disconnected or hear a message to "call back later." My flight, along with my friends, is scheduled for April 11th departing from TJD to Los Cabos at 10:20 am. I urgently need to reschedule our flights, but I am unable to do so online as their website and social media pages suggest. I have tried to contact them through Facebook, Twitter, and voicemail, but I have not received any response. How can I change the dates for our reservations? Your assistance would be greatly appreciated. Thank you.

I have attempted numerous times to modify my flight online due to the impact of the coronavirus, but each time I receive a notification stating the action was "unsuccessful." When contacting the customer service line, I waited for 21 minutes per call only to be disconnected without assistance. My reference code is TDZ1SD, with the last name Anaya. I contacted the provided phone number from the email but the representative could not resolve my problem. I was informed I needed to pay a fare difference of $79+ or a $50 cancellation fee to receive a credit. I managed to secure a new booking at a significantly lower rate. I have lodged a complaint with my credit card company regarding this issue.

Subject: Refund Request for Flight Booking Dear Customer Service, I hope this message finds you well. My name is Mark Grabner, and my wife is Ana Ruiz. I am reaching out regarding an issue we encountered with our flight reservation on March 7th, [redacted]. We had a flight booked from Tijuana to Cancun departing on March 7th at 12:45 am and returning on March 11th. Due to the unprecedented circumstances surrounding the COVID-19 outbreak, we were hesitant about our travel plans considering our health. Despite numerous attempts to contact your team prior to the flight, we were unable to reach anyone for guidance. We paid a total of $[redacted].00 for these flights and have been unsuccessful in trying to reach your corporate office or customer service representatives to discuss our situation. We kindly request a credit for the amount paid so we can rebook our travel once restrictions are lifted. We appreciate your understanding and compassion during these challenging times. Your prompt attention to this matter would be greatly appreciated. Thank you for your time and consideration. Sincerely, Mark A. Grabner

After booking my flight to visit my friend in Guatemala, unfortunately, the Covid-19 situation led to a mandatory evacuation affecting my travel plans. Until a vaccine is developed, I cannot travel. I am seeking a full refund due to these extraordinary circumstances. I am unable to visit Guatemala or take the flight as scheduled (Flight #[redacted], confirmation code: JCHR8A). I paid $[redacted].37 for this booking and would like to be fully reimbursed. I made the reservation through Expedia but was advised to cancel directly through Volaris.