Volaris Airlines Customer Service Issues

Hello, I'm Jeanette Livingston. My reservation code for the Volaris flight is U7B52F. I initially paid for one checked luggage for each leg of my journey from Guadalajara to Denver on December 17th and back on December 27th. Prior to my return flight, I added an extra checked bag but encountered issues. Although I have proof of only taking one bag to Denver, my boarding pass for the return flight indicated otherwise, leading to an unexpected charge at the airport. While I noticed a partial refund of $62 for the December 17th flight, I never requested this refund, and I believe Volaris owes me an additional $[redacted] for the extra luggage fee. I am reachable at [redacted] for any further inquiries or payment processing. It seems there may be a recurring issue with Volaris' systems, as a similar incident happened to a friend. I appreciate your prompt attention to this matter.

Subject: Disappointing Experience with Volaris Flight - Need Reimbursement I am writing to address the unfortunate incidents that my granddaughter, Elise Tucker, and her companion, Tasjon Miles, encountered during their recent travels with Volaris from Denver to Mexico City. The flight delay of Volaris flight # Y4983 on January 1 caused them to miss their connecting flight to Zihuatanejo, resulting in additional expenses for accommodations and rebooking on VIVA Aerobus Airlines. Furthermore, on their return flight, they were not informed about the early check-in requirements for Volaris flight # Y4982, leading to them having to purchase last-minute tickets on AeroMexico Airlines to Denver. The total expenses incurred due to these incidents amount to $[redacted].58, and I am seeking reimbursement. I can be reached via phone or email for further discussion or to provide any necessary details. Thank you for your attention to this matter. Sincerely, Margerie Hicks

I am very dissatisfied with my recent experience with your airline. On February 27, I mistakenly booked the wrong flight online. I immediately contacted customer service and spoke with agent Sandra to rectify the error. Despite my explanation that I had just made the booking and called right away, Sandra insisted on a change fee. After a lengthy back-and-forth, she agreed to honor the original price of $[redacted] as confirmed in an email on the same day. Days later, Sandra called to inform me of a mistake and attempted to charge me a fee ranging from $[redacted] to $50. After expressing my frustration with the sales tactics, I reluctantly agreed to pay $50 under the condition that she secures the seats I had already paid for. Subsequently, Sandra called again to waive the $50 fee and promised to improve my seat selection but failed to follow up with an email. This experience has left me with no confidence in your airline, and I hope this is not indicative of Volaris' usual business practices, but rather a reflection of the agent's conduct. I am seeking resolution and would appreciate a prompt response. Thank you, David Date of initial conversation: February 27 Agent: Sandra Wood ext [redacted], Phone: [redacted] Original flight details: Outbound: TJX to STD on 4/10 at 7:19 arriving at 12:25 Return: STD to TJX on 4/15 at 5:35 arriving at 6:55

Upon arriving at Los Cabo’s airport with a two-hour buffer, my companion and I tried to obtain our boarding passes from the attendant, who informed us they could not be printed on-site. Our original flight, number [redacted] to Mexico City, was delayed by 45 minutes, leaving us with only 40 minutes to catch our connecting flight to Dallas, number [redacted]. Unfortunately, we were unable to check in online prior to our arrival in Mexico City. Despite the urgency, the Volaris desk declined to issue our boarding passes, insisting we wait until after the flight had departed. Despite Holly Webber's booking under confirmation code H6GW4V, we were left stranded. We revisited the Volaris desk to secure passes for the following Saturday, only to face more obstacles. The agent created a new reservation for the same flights, advising us to contact customer support for a refund on the original booking. Regrettably, our efforts to secure a refund have been met with ongoing resistance from customer service.

Subject: Complaint Regarding Poor Service on Volaris Flight Y4 [redacted] General Management Volaris Present: Mexico City, April 4, [redacted] I, a frequent flyer Dr. Arturo Reyes Guerra, am writing to report an incident with a crew member on the international flight Y4 [redacted] from Mexico City to San Antonio on April 4, [redacted]. The crew member, named Carlos Castro, treated me poorly and provided discourteous service. Despite the nearly empty flight, I asked another flight attendant if I could switch to a seat in row 13 for more legroom, which was granted without any issue or cost. Shortly after, Carlos Castro approached me and rudely demanded I vacate the seat, contradicting his colleague's approval. His behavior was confrontational and unsupportive, despite the obvious discretion the crew had on seating arrangements due to the low number of passengers onboard. I am requesting appropriate action be taken against Carlos Castro, the Cabin Chief, for his misconduct. Thank you for your attention to this matter. Sincerely, Dr. Arturo Reyes Guerra Email: [redacted] Phone: [redacted]

I had to cancel my reservation JGPWVX due to Covid. I was advised to rebook and explore other options when making a payment. However, I encountered issues with the system which prevented me from proceeding. I am looking to book a flight to SJC on June 15, on the same flight. I would like to purchase a basic fare ticket with a checked bag and an aisle seat. Additionally, I require wheelchair assistance. Despite attempting for two days, I have been unsuccessful. Since the system did not allow me to utilize other options for my credit, I am seeking assistance from a representative to complete the booking online in order to fly next Wednesday.

I paid extra for two checked bags from CDMX to Oaxaca. Upon arrival, our luggage was missing. We filed a claim with Volaris, providing details and contents of the bags for identification. Despite receiving a dashboard email with no updates, the bags remain untrackable. Volaris assured us they would be on the next flight to Oaxaca, which was yesterday with no communication since. Efforts to reach them via phone, WhatsApp, and IG have been unsuccessful. Only receiving a generic WhatsApp reply requesting detailed information. I attempted to get the Volaris Oaxaca counter number without success. Assistance is needed in retrieving our missing bags.

I am seeking a refund for our canceled return flight due to a medical emergency. Our confirmation number is [redacted] for the flight on August 8. Attached is a doctor's note for verification. Thank you. - Renee R. August 5, [redacted] To Whom It May Concern: I saw Mr. Ricardo R. on August 4, [redacted], for a broken temporary maxillary full-arch implant restoration. The prosthetic teeth were damaged while he was in Mexico, requiring his return to San Diego, CA for repair and reinsertion. Continued use in its broken state could have caused further harm. For any additional details, feel free to reach out. Regards, Peter F. J., DMD

Upon arriving at the departure airport, I ensured I had more than the required 2 hours, checked my bags, and was assisted inside by a relative because I require a wheelchair. Despite waiting for around an hour, I was eventually taken to my boarding gate once TSA personnel became available. Frontier did not actively seek me out even though I was checked in and in a wheelchair. Unfortunately, by the time I reached the boarding gate, the airplane had already closed its doors early and wouldn't wait for me. They rescheduled me for a flight tonight landing in Denver at 10:40 pm and mentioned I need to contact Volaris to be rebooked to GDL. I missed my flight due to Frontier's poor customer service, not my own negligence. As a new Volaris premier member, I seek assistance in rebooking my flight. Thank you in advance for your help. - Maria Martinez

I recently used the Volaris app to book a flight from Las Vegas to Guadalajara. I mistakenly selected a flight which I thought was the top listed one for a direct flight to Guadalajara (Flight [redacted]), but after payment, I discovered I had actually booked a flight with layovers through Denver (Flight [redacted] and [redacted]). Unfortunately, I could not review my selection before payment. I would like to correct this error promptly since I only made the booking a short while ago. My reservation code is VEZE9D.

My mother unfortunately passed away, and her last wish was for us to take her ashes to Aguascalientes, Mexico, her birthplace. My father and I are seeking information on the regulations to fulfill her last wish. We want to confirm the following: We plan to travel with her wooden urn containing her ashes (we were informed by the funeral home that wooden urns are TSA approved and can go through x-ray scans). Can it be considered as a personal item to avoid potential loss with checked luggage? We will carry the original and two copies of the following documents: Death certificate Cremation certificate Health permit Are there any other necessary documents? We hope you can clarify these questions soon so we can make flight reservations. Gratefully, Leticia M. [redacted] [redacted]

Hello, my luggage was lost by Emirates but they sent it to me through Volaris in Denver. I arrived at Denver (Colorado, USA) airport on Wednesday at 2:00 pm as instructed because the airline representatives work until 5 pm daily. Unfortunately, no one was there to give me my luggage, so I wasted my time and money. I was asked to come back another day. Can you provide the exact timetable for when to collect my luggage from Volaris at Denver airport, preferably in the morning? Also, how many days will my luggage be stored there? It was delivered on December 2. Thank you.

Good evening, I purchased a flight from Tijuana to Mazatlan round trip, departing on Tuesday, December 13th, and returning from Mazatlan on December 24th. When I changed my flight, a representative assured me that my flight was confirmed, and I wouldn't have to pay any fees. They mentioned I would receive a voicemail and everything was sorted, but none of that happened. I missed my outbound flight, and my return flight is still active. Please provide me with a number to contact to fix my ticket, or you can reach me at another number. It's urgent. My name is Nancy V. Balcázar, living in the United States. I purchased the ticket from BBC Travel agency in Vista, California.

I purchased a ticket for my mother to travel from Tijuana to Chihuahua, Mexico on December 24th, returning on the 27th. Unfortunately, her flight was unexpectedly canceled without prior notice while she was at the airport. She only found out about the cancellation from another passenger who received an email notification 4 hours after the scheduled departure time. Regrettably, there was no assistance available from Volaris at the time, causing her to miss her brother's funeral. I am now requesting a refund for the round-trip ticket which was not utilized.

I would like to request the cancellation of reservations for my family: my wife, S.P. Macias, myself D. Molina III, and our son, M.J. Macias. Our Reservation Code is [redacted], traveling from Ciudad de Mexico Benitez Juarez T1 (MEX) to San Jose, Costa Juan Santamaria (SJO) on Flight Q6 [redacted] on December 27, [redacted], and the return Flight Q6 [redacted] on January 3, [redacted]. We need to remove Sandra P. Macias, Domingo Molina III, and Moroni J Macias from the booking but keep my mother-in-law, M.T. Nieto Marin on both flights. The reason for the cancellation is medical as I recently had back surgery and need rest for the first two weeks with limited movement until my six-week doctor's appointment. Attached are discharge papers and related information on my restricted activity. I appreciate your understanding and assistance. Flight code: OC9WFT.

Hello, I need help booking a one-way flight for my husband departing from Puerto Vallarta on 31st December [redacted] in the morning. He is a Mexican citizen from León, Guanajuato, and his sister has breast cancer, so he needs to be there for her. I will book his return when I have more information. He is a first-time flyer, so please call him to guide him on what documents or anything else a first-time traveler would need to know. Your prompt assistance would be greatly appreciated. His phone number is 52 [redacted] and the email address is [redacted] Thank you, and God bless. Mrs. Dawn Elizabeth Almeida

Por favor, podrían contactarme lo antes posible. Necesito reservar un vuelo de ida para mi esposo saliendo de Puerto Vallarta el 31 de diciembre de [redacted] en la mañana. Él es un ciudadano mexicano de León, Guanajuato. Su hermana está enferma de cáncer de mama, y él necesita llegar a tiempo a su lado. Planearemos el regreso cuando tengamos más información. Mi esposo nunca ha viajado en avión antes, ¿podrían proporcionarle orientación sobre los documentos necesarios y consejos para un primer viaje? Agradezco de antemano cualquier ayuda que puedan brindar. Mi número de teléfono es 52 [redacted] y mi correo electrónico es [redacted]. Gracias y que Dios los bendiga. Atentamente, D.E. Almeida.

I recently booked a flight with eSky in London, and I've come across some concerning information online suggesting they might be fraudulent. I'm reaching out to confirm my booking with your airline for a flight on the 8th of February, [redacted], from Mexico City Benito Juarez to Guadalajara for Ronald Hone and Ma del Pilar Gaspar Gallardo. The booking reference provided by eSky is FVKKNHB9. I made the reservation about an hour ago, and I'm hoping for a prompt confirmation from your end to ease my concerns. I have paid for one checked bag weighing 25 kgs to share between us, and I understand we are allowed one piece of hand baggage each to be stored in the overhead locker. Could you kindly verify our booking and reassure me that everything is in order? The flight in question is Volaris [redacted] scheduled for departure at 21:58 and arrival at 23:26 in Guadalajara. I've provided an alternative email below for correspondence. Thank you.

Ticket [redacted] I have not received any help regarding this ticket. In December [redacted], I was unable to order my monthly vPass until December 22nd, when I needed it during the first week of December. In January [redacted], I paid for my vPass, but then Volaris changed my Web password and erased my vPass credit card information without my permission, attributed to "Natasha Salas." I am now unable to make a reservation for January [redacted]. I have reached out multiple times, visited the airport to speak with representatives, and have not received any assistance. Even "Joel Saravia" on January 16th was unhelpful. Despite my reply that I needed further assistance, I have not heard back from him or anyone else. This issue has remained unresolved for six weeks. Today, a Volaris representative on the phone informed me that Volaris does not have a single customer service phone line. The WhatsApp bot does not address this specific issue and provides only a repetitive loop of robotic questions. The representative suggested contacting [redacted] again, but when I did, I received a message that the email box is full and not accepting further complaints due to a backlog of old complaints. - Peter K. +1 [redacted] vPass email: [redacted] vClub email: [redacted]

Estimados de Volaris, Quería compartir mi experiencia de vuelo con ustedes. Mi esposo y yo volamos con Volaris el 24 de diciembre de [redacted] en el vuelo directo de Tijuana a Cabo San Lucas, número Y4 [redacted]. Lamentablemente, al llegar, nuestro equipaje y palos de golf no llegaron con nosotros, lo cual fue decepcionante ya que estábamos en un resort disfrutando de nuestras vacaciones navideñas sin nuestra pertenencias personales. Presentamos un reclamo en el aeropuerto, pero pasaron 5 días antes de que nuestro equipaje llegara. Durante ese tiempo, tuvimos que comprar ropa, artículos de higiene y zapatos, además mi esposo alquiló palos de golf para poder jugar. Adjunto los recibos de nuestros gastos y solicito un reembolso por las compras realizadas, el alquiler de los palos de golf y las tarifas de facturación de equipaje. Agradezco su pronta atención a este asunto. Atentamente,