Our scheduled flight left early without notifying us electronically and the airport 'Departure Screens" did not display accurate information, causing my brother and I to miss our flight.
My brother and I arrived at the Volaris Departures Desk on the 3rd Floor of the Tom Bradley Terminal at LAX desk at 12:05 a.m. I had one 55lb checked bag with me which they said they couldn’t take it with me or have it go on the next Guatemala flight, but that I could board the flight without the bag. Also, in a very rough and cold way they said that if we wanted to change to the next flight there will be a $100 charge per person. We heard my brother name being called on the airport speakers telling him to show at gate 136 (For the record, they never called my name).
I told my brother to go ahead and board the flight while I went to find a place to take care of the luggage because we still had about 40 min to departure time at 1:05 a.m. and worst case escenario I would just pay the $100 and take the next flight, so that’s what we did, he left to go board the plane and I went to find a baggage service place.
As I was walking out from the Tom Bradley International terminal at 12:30, I was very lucky to find a baggage service company called DCS/S&H that was able to take my bag right away! I then proceeded to go back to the Volaris Departures Desk to notify the same ladies that I had spoken to before, that I found someone to take care of my bag and that I was going to rush to my plane. She asked if I had a paper copy of my boarding pass, I said no, so she told me to check in quickly with the lady next to her and she printed my boarding pass and told me to rush to my gate. So I did!
As I was running to Tom Bradley Security I noticed a short line, to which I was very grateful for! and right then I received a call from my brother at 12:38 a.m. telling me not to bother anymore because the fight was already gone!
I went back to the front desk at 12:45 am, in the Departures floor at LAX in the International Terminal, where they had just printed my boarding pass a few minutes before,( meaning the flight new that I was boarding). I spoke with the same lady and told her about the flight being gone and she said there was nothing she could do because the flight was already closed, to which I ask, “How can it be closed when you just printed my boarding pass?” so she said “There is nothing I can do, you can speak to the manager”. Very carelessly he told me that the flight was closed and there was nothing he could do besides charge me another $300 to put me on a flight for July 5th.
I feel that this is very unfair treatment. I understand that I cut it very close to the check in time due to an unexpected event at work, I am an engineer and sometimes I have to respond to unforeseen urgent events. We had to leave later than planned but we were still there with plenty of time if the flight would’ve left at the scheduled to wait for the passengers that had already check in at the Departures Desk.
When my brother made it to the gate at 12:30 am (he got there before me) the flight was already gone but the "Departures Screen" showed the following:
* at 12:49 a.m. "Flight: Y4 4093 Destination: Guatemala City Time: 1:04 Status: Boarding"
* at 12:55 a.m. "Flight: Y4 4093 Destination: Guatemala City Time: 1:04 Status: FINAL CALL"
Again, this information was INACCURATE my brother was at Gate 136 during these times and the FLIGHT WAS ALREADY GONE. However, when I check the flight status on volaris.com it says that flight was on time at 1:04 a.m. which is INACCURATE and due to this they might not put me and my brother on the next flight for free, making me miss my return flight as well.
Review by Viewpark4 months ago
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.
Review by SpecA Garrow4 months ago
I received a voucher from Volaris but when I tried to use it, it didn't work even though I fulfil with the all conditions.
I contacted them 6 days ago to fix it but but after almost a week and many messages I have not got a reasonable explanation nor a solution.
Very slow and unhelpful customer serve so far. I do NOT recommend it
Review by TheLOOLOO8 months ago
I took a flight back to the U S with this company and they charged me over $200 American dollars for 2 soup cups and 2 ginger ale cans of soda. I was so upset off. Never again will I fly anywhere with them.
Just dont do it!
Review by Kalthamsa8 months ago
Volaris airlines used to be a very good opcion for travelers, but few years ago they started charging ridiculous fees, my mom paid for her 25 pound luggage in Guadalajara 106.00 mexican pesos she traveled to orlando then when she went back to Guadalajara counter charged again 70.00 usdl plus 90.00 extra usdl because her luggage was 30 pounds in total 200.00 up usdl extra for luggage which is ridiculous, the counter also charged 10.00 usdl extra for print the border pass, my question is what if someone doesn't have enough money to pay they fees??? Are they going to left their belongs there ??, some other family members had a horroble experience because volaris airlines sold double tickets to 80 people and they never refunded the money or gave them another flight they had to go back home and pay another ticket , this is very unprofessional and a way to steal money to innocent people
Review by Sanchari Frankford10 months ago
Got to LAX 1/2 hour late because of traffic, but still well before check in time. International flight went to Tom Bradly. Waited in line 20 minutes than told have to go to terminal 2 to correct an error that THEY MADE on ticket. (they do not have ticketing in international were there flight takes off from). Went to terminal 2. Waited in line over 1/2 hour. Realised there was another 45 min wait, and I would be late if I waited so I went to special check in desk. They informed me I was to late to check in. I asked when they closed checkin. "1 Hour in advance" I pointed to the clock on the TV behind them which showed I had 1:23 minutes. They than said flight was Over Sold. Offered me a flight to another city instead (!). aid that I would easily be refunded as it was there fault. Called the next day for refund. Told that the online reservation had "OS (Oversold)" by it by two people. It would take 7 days... Called 7 days later, it would take 7 MORE days. The law states it should be refunded (X4) on the spot, but it never was. Still waiting for refund. Airline is out of Mexico, so impossible for small claims. Lost hotel stay, driving expenses, parking... Now they have changed what they say, and say I never showed up!!! I was there in person!
Review by Bigmumma11 months ago
Good service for the price. You need to understand and accept what the low fare includes and what not. I recommend to purchase your luggage space the same moment you do your ticket purchase, that way the price is much lower. NEVER buy luggage space when boarding, the cost is much HIGHER. So avoid surprises. Everything else was OK, almost the same as other Mexican companies that cost 3x more.
Review by Mr Dickinson Vitullo1 year ago
Worst Airline ever! My mom was going to take a flight from GDL to PDx with my 7 year old daughter last Friday. Upon arriving at ticket counter the check in agent told her that it was going to be $100.00 usd per person to have her check her in. That she needed to do it herself at the kiosk if she wanted to save some money. My mom pointed out there was noone helping people out on the floor and she didnt know how to do it. The agent respond with "Then ask your fallow passengers to help." My mom was shocked at how rude the agent was. So my mom asked a gentleman for help, which he was more then happy to do so. She went back to counter to check in bags and the same agent told her it was another $200.00 for the bags, which my mom was already to pay for. Then the agent told her there was a problem with the name on boarding pass being different then her passport, and it was going to be $250.00 to fix problem. The reservation was under her Name as it appears on her Green card which has her Married name and Mexican passport happen to still be under her maiden name. The agent took my moms documents to the back office then supervisor came out and passed them on to another agent then that agent handed them back to my mom. When my mom opened the passport she realized that green card was not inside. She told agent she would like her card back and agent told her back she didn't know what she was talking about. My mother explained she hadn't moved from counter and she was only given passport back and she wanted green card back. 20 min fight back and forth the agent very rudely told her that if she had no longer her Green card she wasn't to be able to fly. They took her of flight and told her she was on her own and no refunds for any of the money they had collected. That they couldn't do anything for her. She asked for bags and they send her to 4 different agents and they finally said they were never pulled from flight. That someone could pick them up in Portland. We talk to immigration and they said that best thing would be to go thru T.J. and cross the the bridge and explain what happen. Which we had to pay 2 sets of new tickets for and pay another 2 sets to get her from San Diego to Portland. Immigration was horrified by what and how Volaris dealt with my mom. We went to pick up bags at PDX and they said that bags were pulled in GDL and we had to call to get them back. We called and baggage claim department and they said that since my mom didn't fly with them they weren't not liable for delivery bags back to portland. We are still pending on bags. Words of wisdom PLEASE TAKE A LAYOVER OVER THIS HORRIBLE AIRLINE.
Review by DaveyB1 year ago
Don't let cheap prices fool you!
Volaris is the worst possible airline that exists in Mexico save yourself the blood, sweat and tears to check in a bag, or being fined for no reason. Volaris ethics are low when It comes to customer service in all aspects flight attendants are extremely rude, water on flights is not free. They will find and or think of anything to charge you before you can. Its made obvious that people at the counter are given a commission when fineing you with "overweight baggage", "overweight handluggage!!!??!!" What!?. Honestly stay away from this airline if you plan to travel to Mexico at all.
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Antonio Dovali Jaime 70
Ciudad de México