Volaris Airlines Customer Service Issues

I booked a trip from San Jose to Zacatecas, Mexico, departing on June 15, [redacted], and returning to San Jose on July 6, [redacted]. Due to the impact of the COVID-19 pandemic and being senior citizens, I am requesting a full refund for our reservations. Additionally, a reservation was made for my granddaughter who will no longer be joining us on the trip. Our reservation code is KB98FT for our tickets, totaling $[redacted].88 including extra seating, and for my granddaughter, her reservation code is ZYL6MZ, with a total of $[redacted].27 paid. Her travel dates are from July 2, [redacted], to July 6, [redacted]. We kindly ask for your assistance in processing a refund for the total amount of $1,[redacted].11. Thank you for your help. Sincerely, S.G. Reyes

I am having trouble contacting Volaris Airline to cancel or reschedule my flight. When I call, I get put on hold and then disconnected, which is incredibly frustrating. Due to the Covid-19 situation, I am unable to cross the border from the US to Mexico where my flight is scheduled on July 18, [redacted]. Since the border is closed until at least July 22, I need to change my plans. If I can't reach the airline soon, I may have to contact the Department of Transportation to get a refund or consider disputing the charge with my bank. This experience has been very unpleasant, and I may have to explore other airlines in the future.

I had a trip scheduled for 06/08/20 from Sacramento, CA, to Guadalajara. Due to COVID-19, I did not travel. When I contacted Volaris, they did not offer me a voucher because "the flight was not cancelled," so I had to pay the difference to reschedule for another date. I explained to them that it's difficult to set a date without knowing how the situation with Covid will be. I paid $[redacted] for a date that may still be uncertain for travel. When I called again to ask why some passengers are receiving vouchers for their flights, they mentioned that each route varies. I would prefer a voucher if a refund is not possible. This would allow me more time to assess the pandemic situation for safety reasons. It would be helpful if they could be more flexible and understanding.

I am struggling to get assistance with my online booking for the canceled Volaris flight to Vegas in March. When speaking to a representative, they are unwilling to match the price displayed online, and I have only received half of the electronic voucher issued. The airline is refusing to honor the entire electronic voucher and is trying to charge additional taxes for the flight, even though taxes were already deducted in US funds. This situation is concerning, and I believe it should be reported to the relevant authorities for further investigation.

I need assistance with a refund for a canceled flight, reservation S31NVR at Volaris. We canceled at the Sacramento airport due to border closures from Mexico to the United States. We were told our refund details would be emailed and credited back to the card used for the booking. A Volaris representative called but the language barrier was difficult, and I was promised a callback which hasn't happened. Unfortunately, my cell phone can't call Volaris directly as it's an international number. I'm seeking an update on the refund status. Thank you for your help. - Janet J.

Good afternoon, I would like to apologize for any inconvenience. We need to request a favor. On January 20, [redacted], we purchased a ticket for my sister, Carmen Dominga Menchu Longo, born on January 18, [redacted]. The flight was from Guatemala to Los Angeles on April 22, [redacted], returning on June 3, [redacted]. Our reservation number is IBYBFT. Due to the impact of COVID-19, she couldn't travel, and we were given until July 2, [redacted], to change the date using a voucher. Regrettably, a family member fell ill, and we forgot to make the changes by the deadline. We kindly request an extension of the voucher. Thank you very much for your attention. Sonia R. and family.

Upon canceling our trip to Mexico due to Covid-19, we were assured a refund by the Volaris ticket counter. Despite being provided with a paper detailing the refund amount of $[redacted].40 and being told it would be credited to the original card used for purchase, we have not yet received the refund or confirmation email as promised. Numerous attempts to contact Volaris only led to frustration, with a supervisor being unhelpful and advising us to email "[redacted]" for a response within 72 hours. Unfortunately, no response has been received and the refund still remains outstanding. We urge Volaris to honor their commitment, respond to our inquiries, and refund the agreed amount promptly.

In May of this year, I made a reservation using my American Express card to travel from Mexico City to Las Vegas, NV, under the name Emilia Elizabeth Melhado Cooke with reservation code JEKJGK. Unfortunately, the flight was canceled, and despite my efforts to request a reimbursement, I was informed that I would receive an electronic credit valid until December 9, [redacted]. After receiving the email confirming my electronic credit with number #[redacted][redacted], I attempted to make a reservation on the Volaris website two weeks ago but encountered difficulties. Upon contacting Volaris, I was informed that a reimbursement had been processed to my American Express card on June 17th, which never actually occurred. I have provided evidence from my American Express statement showing no reimbursement was processed. I have followed up with Volaris customer service on August 2 (ticket [redacted]) and again on August 5 (ticket [redacted]) but have yet to receive a response confirming the validity of my electronic credit. I kindly request assistance in resolving this matter promptly as I urgently need to make a reservation using my electronic credit number [redacted][redacted] as Emilia Elizabeth Melhado Cooke. Your help in resolving this issue would be greatly appreciated.

I wish to report a missing luggage incident. My luggage, black in color, was supposed to be on the flight from San Jose, CA on October 3, [redacted], to Morelia, Mex at 12:30. Despite assurances from Volaris Manager Jose Aguilar and my conversation with Josselyn at the San Jose airport, the luggage is yet to reach its destination according to the Morelia Airport staff. The bag contains important documents. I have already made numerous reports but have not received any updates from Morelia Airport. Kindly contact me at [redacted] or [redacted] regarding the status of my luggage. Thank you for your assistance with this matter.

Hello, I am reaching out on behalf of Craig Fiels. I am eager to receive a prompt response to this email. After waiting for over an hour on hold without success, I am hopeful for your assistance. Unfortunately, Craig had a fall and is currently unable to utilize his upcoming flights. We are currently awaiting feedback from his doctor. The first flight is set for Monday, November 16, from Hermosillo to Tijuana, with Confirmation Number LIZEYR. The second flight is on Thursday, November 19, from Tijuana to Hermosillo, with Confirmation Number FHZCE. I kindly request your help in obtaining a refund for him. This situation is truly unfortunate as Craig, based in California, is currently in Mexico and facing these challenging circumstances. I look forward to hearing from you soon to discuss possible solutions. Best regards, Marta on behalf of Craig Fiels

Hello, I am reaching out regarding Craig Fiels. I am in need of a prompt response to this email. I spent over an hour trying to get through on the phone and eventually gave up. Craig had a fall and is currently unable to utilize his flights. We are awaiting feedback from the doctor. The initial flight is set for Monday, November 16th from Hermosillo to Tijuana, with the confirmation number LIZEYR. The second flight is scheduled for Thursday, November 19th from Tijuana to Hermosillo, with confirmation number FHZCE. I kindly request assistance in obtaining a refund for him. Please inform me of the available options to assist in this situation. It is quite unfortunate as Craig is currently residing in California but is traveling in Mexico. Your prompt attention to this matter is greatly appreciated. Best regards, Marta on behalf of Craig Fiels

I was set to fly with Volarus flight [redacted] from CDMX to Oakland when I arrived at the baggage check only to be informed that the flight had been cancelled. I have not received any communication from Expedia or the airline regarding this cancellation, and I am unsure about the next steps. Not being kept informed has already caused me additional expenses of roughly a hundred dollars, and I am currently uncertain about when I will be able to depart. I think a travel voucher would be appropriate in this situation and would greatly contribute to my satisfaction as a customer.

I bought tickets for a trip to Acapulco in July, but due to the pandemic, I had to cancel. I received a voucher that expired on November 30th. Yesterday, on the last day, I tried to use it but was informed it had expired. I attempted to call Volaris for assistance, but they were closed. Today, on December 1st, I reached out again, only to be told there was nothing they could do as I missed the expiry date. While they mentioned the voucher expired, they mentioned my funds were still valid. I am hoping for assistance in resolving this matter.

My baggage has been missing since October 31, [redacted], from a flight from Guadalajara to Seattle, Flight # [redacted]. I've visited the Seattle airport thrice, filed a report there, and still haven't received any updates. It's challenging for me to make multiple trips to the airport due to my long working hours and living an hour away. I've also filled out a request and attempted to contact Volaris by phone, but I haven't been successful in reaching them.

Hello, I wanted to inquire about our flight reservations scheduled for December [redacted] from Tijuana, Mexico to Torreon, Mexico. We are residents of California and had plans to attend a family wedding that has been canceled. Due to the ongoing pandemic and our health conditions, we are unable to travel at this time. I noticed that Volaris has granted my nephew a voucher valid for a year under similar circumstances. Could we also be considered for such a voucher, as one year should be sufficient for us as well? The individuals included in the reservation are Ann Wellhouse, Bill Wellhouse, and Joseph Wellhouse. I greatly appreciate your help with this matter. Traveling with Volaris has always been a pleasant experience for us. Thank you, Ann Wellhouse

I had booked a flight for Dec 3rd but unfortunately, had an accident on the 1st. I rescheduled my flight for the 6th to allow for recovery, but my injuries turned out to be more severe than expected. Now, I am unable to make the trip due to illness complicating my injuries. Despite purchasing additional protection, I was informed that cancelling is not an option. As a loyal Volaris customer, I am seeking assistance regarding my predicament. My Booking Number is D6MTQF, and I have been attempting to resolve this issue for two days without success.

I have a flight with Volaris departing in 3 days that I booked back in early November. Unfortunately, I received news this morning from my daughter that her husband passed away last night, and we need to be there to support her and our 4-year-old grandchild. I'm requesting to either cancel or reschedule our current trip for a later date this month, but I'm unsure of the exact dates yet. Alternatively, a refund would suffice, and I intend to rebook with Volaris once I return. Given the circumstances of a family loss, I would greatly appreciate a credit voucher for a future flight. Thank you.

Subject: Complaint Regarding Lost Baggage with Volaris and Request for Refund Good afternoon, I am writing to express my deep dissatisfaction with the unresolved issue of lost baggage involving my daughter, Shanay W. Cai, during Volaris flight Y4472 on December 19, [redacted], from Tijuana to Chihuahua. The baggage contained important items such as money, clothes, and shoes, which are now missing. Despite numerous attempts to contact Volaris, including discussions with Emmanuel Solis and Carlos James, the situation remains unresolved. Not only was the loss of the baggage distressing, but the lack of assistance and poor customer service from Volaris staff have added to our frustration. The delays in finding the luggage have forced us to purchase new clothes during our travels, causing further inconvenience. I am requesting a refund for the lost baggage and its contents, as well as compensation for the trouble and distress caused. I hope that Volaris can address this matter promptly and provide a resolution. Thank you for your attention to this matter. Sincerely, [redacted]

Hello, I'm Tony Martinez. I made a reservation with Volaris recently. It has been over 24 hours, so I understand I am not eligible for a full refund. Unfortunately, I have tested positive for Covid-19 and will need to quarantine for 14 days, impacting my travel plans. Due to this unforeseen circumstance, I kindly request a full refund as I am now unable to fly due to legal restrictions.

I requested a flight voucher due to Covid-19 in November [redacted] from Volaris. Initially, the policy allowed for vouchers, but it changed in December [redacted]. When I called on 12/14/[redacted], the representative informed me I would be charged $[redacted] to reschedule my flight for next year, despite being told by LAX about essential/emergency flights. I was advised to email [redacted] for assistance with my situation, but it has been over 48 hours without a response. Today, on 12/16/[redacted], I called and was told to wait 72 hours, which is cutting it close as my flight is on 21st of December [redacted]. My family members on the same flight with the same company received credits, but I have not. I hope to resolve this promptly before considering escalating the issue to the Better Business Bureau.