Verified Company
The prices are enticing but I would not fly with this company if your life depends on it. My first attempt at using them was a bust. I bought a ticket, then a couple days before departure I called to change my seat. The call center associate (Indian English sounding) said he would have to reissue my ticket, which basically means cancel it and then I repurchase it at that day’s price. I told him don’t do anything, I’ll sort it out at the airport. When we ended the call, to my shock I had an email from Volaris that my flight was cancelled. I was in disbelief as I had to be back home for a medical procedure. I immediately tried calling back, spoke with various customer service reps through the English option and Spanish option. A few said they’d call back and didn’t. All of them ultimately blamed me for it and said I must’ve cancelled it through the app.
Which by the way, in a previous reservation that I had to cancel due to an appointment change, I was unable to cancel a reservation in the app (and yes I purchased the refundable option), I had to actually call someone to cancel that one. So in my experience, it not possible to self serve/cancel a reservation.
After repeated attempts to call (both English and Spanish) and correct the situation which would be to reinstate my ticket at what I paid for it since I did not request to cancel it, I was only blamed for it and accused of cancelling it myself. The associate that cancelled my ticket when I told him not to, was English speaking with an Indian accent along with my following calls in English. Nothing against that, but when I was trying to describe to the Spanish speaking associates later that maybe there was a miscommunication, they denied having any call centers in India. All of my calls where I selected English, were answered by a place where they ask you what airline you’re calling about first, so like a general call center hub that is probably contracted with various airlines for supports. They also tried to tell me at one point that it was canceled from an IP address in the city I was in but refused to give me that IP address. One associate from the Latin American staff threatened to report me with whatever agency that would ban me for flying for making a false accusation. No phone record exists, or at least that they were willing to admit or research for my complaint. In a last ditch effort for any kind of real support, I reached out on X to their support. They gave me the same answer, you must’ve canceled it yourself and were not willing to look into it any further or find the original call that I made. I ultimately had to fly back with another airline (a real one) and pay triple what I budgeted for.
So this was as close as I got to giving this airline a try since I didn’t end up flying with them. Having had this experience, I would not recommend them if your life depends on it. Planning earlier with other airlines and you can hopefully find a good deal with better service.
