Dear Volaris Customer Service,**My wife and I were booked on a Volaris return flight to...

GetHuman-chinabob's customer service issue with Volaris Airlines from January 2019

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Dear Volaris Customer Service,**My wife and I were booked on a Volaris return flight to Portland, Oregon—Y* ****—from Guadalajara, on January *, at *:** pm. When we checked in we were told of a plane crash on one of the runways earlier in the day and the anticipated delay of our flight. My wife and I were traveling with five other members of our family on a different reservation, but for the same flight. We settled down to wait, checking the departure board often. There were seven of us constantly checking to make sure we did not miss our flight. **After a frustrating few hours, we walked around the terminal checking other boards and finally found a posting that said the flight had been “closed.” To double-check our disbelief, to make sure what “closed” meant, we found out indeed, the plane had left. The flight was never posted on any of the boards in our area or broadcast. And because we had never been assigned a gate, we were not in the area that may have been served by announcements over the PA. When we asked a representative of your airline how this could have happened, we were told “that many people had been missing their flights because the system was broken and wasn’t posting all the flights, only ones from earlier in the day.” Considering the costs, your airline should have made a much stronger, concentrated effort to inform passengers.**The horrible consequence for us, and for hundreds or even thousands of others included:**.*The need to rebook. In order to do that we were required to leave the departure area, go back out to the ticketing area, and book new flights. Remember, in all of this, the airport was in chaos, with thousands of passengers barely able to move, most having no idea what to do to catch the flights that were missed. Our only saving grace was a family member who spoke fluent Spanish. Once we figured out how to get back out, after asking numerous people, we found ourselves at the ticketing counter.**.*It got worse. The ticketing agent said, oops, sorry, the next seats available for our party on a plane for Portland, Oregon were not available for eight days—EIGHT DAYS???? It was unbelievable how matter of fact she was in relating the bad news. She had no concern for our problem, and no, none, zero willingness to help us with a solution. We wouldn’t move. Hundreds of people were behind us. We didn’t move, and then we—not her—started brainstorming solutions. Could we get a flight out of a different airport in Mexico? Leon? Mexico City? Could we get a flight to LA, San Francisco, etc. etc. Why yes, she said, and finally started to check. She said she could get us to alternate cities within the US but that would be it. We would have no way to get home from there, we would be on our own. After booking flights to LA, with boarding passes in hand, she said before she could give them to us, we would have to retrieve our luggage for check-in. This gave us about forty minutes to navigate a half-mile wall of unmoving, tired, and angry people to get our luggage back. She did not, in any way, try to expedite this for us* not a call to help locate the luggage, only the direction we would have to go to the baggage retrieval area. Two members of our family took off to find the luggage, while the rest of us waited, praying they returned in time for the newly ticketed flight. With only twenty minutes left, we knew time was running out. The lady at the ticketing counter finally relented, and said don’t worry about the luggage, it would be sent later. When we spoke to the two family members who had been sent to retrieve the luggage, they told us the people in that area did not give a ****, offered little help, and expended next to no effort in our behalf. They did take the baggage claim slips and disappeared with them.**.*It got worse. After running a half mile for the gate, we arrived in time to see a hoard of people leaving this gate, led by a ticketing agent, on the way to a newly assigned gate. We raced after them, only to be turned around again, then again, as the departure gate kept getting reassigned. Mind you, each of these new assignments were a long way apart, through miles of angry, stuck, crammed in passengers. Most of my family did okay, after hours of delays, but I did not. I am **, had food poisoning the day before and was told by a doctor to rest for a few days. There were times I thought I was going to have a heart attack, with my breath running short, and my legs almost giving out every few minutes.**.*The very worst part, adding insult to injury, was the fact that your ticketing agent told us that your airline would only pay our way to LA. We were ticketed to Portland, Oregon, and through no fault of our own, with no desire to remain in Guadalajara for another eight days, should have been compensated or ticketed to our original destination. The woman at the ticketing window would not budge—take it or leave it. **We are making a request for compensation in accordance with your published policy of flight notifications, delays, cancellations, and known deviations.****. Notifying Customers about delays, cancellations, and known deviations: *We will notify our Customers about delays, cancellations, and known deviations: **By phone *E-mail *At the airports, including those in the USA, at the boarding gate and on airport-controlled signs (where is allowed by the airport) *THIS DID NOT HAPPEN!!!!!*Through our Crew members and Customer Service Agents *By our website, and **Through our Call Center when requiring information *We will do our best to provide timely and accurate information to our customers as soon as possible, no more than ** minutes after we are notified about a flight itinerary modification. *THIS DID NOT HAPPEN!!!!*We are asking for reimbursement, not only for flights from LA, but for the hotel room we had to book while waiting for our flights the next morning. All receipts and flight documentation are attached. Please mail a check to: Bob Jonas, ***** Bates Walk SW, Vashon, WA, USA, or if you like, I will gladly provide our bank’s routing number and bank account number.**Summary of expenses for Bob Jonas and Susan Stronach**. Hotel Room*LA QUINTA INN & SUITES - LOS ANGELES (Jan. *, ****) ****.** USD**. Airline tickets from LAX to PDX (Jan. *, ****)****Bob Jonas (American Airlines AA ****) ******.** USD**Susan Stronach (American Airlines AA ****) *****.** USD********Total ****.** USD*Thanks you for your time and consideration of this matter in a timely way.*Bob Jonas
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Volaris Airlines

Customer service issue
Reported by GetHuman-chinabob
Jan 9th, 2019 - a mon ago
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Jan 9th 4:46pm