My husband and I had a flight to Mexico the flight departure was at **:**pm. We had an...

GetHuman-aldcgw's customer service issue with Volaris Airlines from February 2019

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The issue in GetHuman-aldcgw's own words
My husband and I had a flight to Mexico the flight departure was at **:**pm. We had an emergency (car accident) driving to the airport that delayed us, however we still got to the airport at **:**pm SMF is not a large airport and we have always been able to make our flights. However, there was no one at the ticketing counter, and we saw the representatives going up to the gates (I assumed going on break prior to realizing they all left the counter) we asked another counter as see everyone else has a representative. They told us to call the customer service line to get someone down to the counter, which we did. Prior to leaving we tried to book online but for some reason there was an issue (we assumed something to do with baggage). When no one arrived I called Volaris and explained how we still had time to board the plane as it was **pm of course she couldnt help and explained how they had SOLD our seats to someone else. The next flight they could put us on as for Friday *:**am **** however this was an additional $*** cost which I felt was not reasonable as we would have had time to board as we had gotten there more than an hour before (even after having an accident that delayed us more than an hour). The problem I have is that someone finally came AFTER our flight departed at **:**pm, the representatives came back but only after the flight departed, they told us that they had gone up to the gates and heard our page an hour before, but did not come down as they sold our seats. I told her that we would have had time to board as we only had carry-on and SMF is pretty small to get around. I guess your policy is to not let the passenger get on their flight even though there is plenty of time to board. In addition the representative over the phone told me that carry-on was free, but somehow on your website I paid a fee for my husband and i to take Carry-on. I paid $**.** extra for this, so I expect this to be refunded along with the extra amount. This has been the worse airline experience I have ever had. My parents and family used to use you but this experience has changed everyone's mind. I believe based on what the customer service rep who told me you dont charge for carry-on but somehow I paid for this service. This is a scam. *Res* TEBG*X
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Volaris Airlines

Customer service issue
Reported by GetHuman-aldcgw
Feb 15th, 2019 - 8 mons ago
I have an issue with Volaris Airlines too
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GetHuman-aldcgw started working on this issue
Feb 15th 10:46pm