2.2/10

    From 60 passenger reviews

    Gregg

    from United States - November 14, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    Horrible experience. Flight from Tijuana to Acapulco was cancelled. That’s understandable. But have another flight later to transport your hundreds of paid passengers. Next available flight was 4 dsys later.
    Company policy is to rebook the value of the ticket within 24 hours, for travel in next 30 days. Absolutely unacceptable for a paid hotel that was that weekend. No refund. Not even a voucher. How are you supposed to plan a new trip in the next 30 days and within the next 24 hours? Oh, and you had to wait hours in line to talk to a Volaris representative to make these changes as their call center was not open. End result is they have STOLEN your money without even having to fly a plane. Horrible policy. Horrible airline.

    Steven

    from United States - November 4, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      Yes

    They refused to let me board and gave zero reason why. It was clearly discriminatory as I am from USA. They told me I needed to go to customer service to get a new flight and customer service said it would cost me $300 and that the next flight wasn’t until tomorrow. I said that is unacceptable and they laughed at my face and walked away. This is after they had already changed my flight on me giving me a 10 hour layover in las Vegas which is unacceptable as well. Refused to give me any other option with my “new flight”. How this company is in business baffles my mind. I’ve flown 20 airlines to over 60 countries and this company is by far the most disrespectful I’ve ever witnessed.

    Peter

    from Canada - September 29, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    My wife booked a ticket with Volaris (Costa Rica-Guatemala). When booking, she indicated that her plans were quite fluid and wanted to know their cancellation policy. She was told that the ticket could be cancelled/rescheduled within 24 hours of booking. True, things changed, and she wanted to reschedule. She was told that international flights can only be cancelled within the first 24hrs of booking, and not within 7 days to departure. Her flight was six days away, therefore could not cancel/reschedule. We checked on their website, and it clearly indicated that flights could be cancelled within 24hrs of booking. That all departing from and to US/Puerto Rico, there was no cancellation, or might incur a fee. We spoke to a supervisor who insisted that her junior was right. She couldn’t show us anywhere with that policy, directed us to the section about US/Puerto Rico and stated that all international flights were covered in that policy. She couldn’t show us where the two conditions were written. She referred us to the electronic flight confirmation; nothing of the sort. Volaris holds customer to rules that they’ve not disclosed and expects the customer to abide by them. Be careful, they bait and switch.

    Aura

    from United States - August 15, 2019

    Flew First Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    Dont ever use them. Terrible service they need better management team and personell upfront. They 3 time that I pay for first class selected seats and they said that I didnt pay for either so ofcourse I’m going to be frustrated and cuss unprofessional on my behalf I know but 3 time that I had to repay for my whole flight. And we did and they knew we where coming to the flight and they still took off with out me and my 3 children. They are terrible people I had to pay again for them to take off and leave me and my family behind. Worst by farthest worst airline ever. Dont use them even if their flights are “cheaper” you end up paying the same for a different airline with better customer service. Volaris Is The WORST. For sure last time I’m using them ever they are the worst.

    Rebecca

    from United States - August 4, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    To summarize, they showed up LATE to start the boarding process, they sent at least 7 people running to get a form stamped, and knowing that we were all on our way they closed the door 15 minutes EARLY. One lady who missed the plane was left behind as they let her family board but didn’t wait for her! And worst of all, they didn’t offer any sympathy at all. They didn’t reimburse our flight, not even a portion of it. They didn’t offer us a spot on the next flight, NOT EVEN A DISCOUNT on the flight that left the next day. They didn’t offer us vouchers for a hotel since the next flight didn’t leave until the next day or anything. We continued to complain to them and all they offer us was $50 each towards a future flight with them, but they gained nearly $900 dollars by refusing to let us on the plane and making us pay full price for the next tickets. The irony of it all is that they claim to be the “most punctual airline in Mexico” but they next flight we took with them to get home was nearly an hour late.

    View all Reviews

    SHARE