Report: #814668

Complaint Review: Volaris Airlines-Tijuana Mexico

  • Submitted: Wed, December 28, 2011
  • Updated: Wed, December 28, 2011
  • Reported By: lizag1mom — Stockton California United States of America
  • Volaris Airlines-Tijuana Mexico

    Tijuana, Select State/Province
    United States of America

Volaris Airlines-Tijuana Mexico Volaris Horrible Customer Service left 8 of us stranded in Tijuana Mexico Tijuana, Other

*REBUTTAL Individual responds: Volaris is horrible

*Consumer Comment: What?

Show customers why they should trust your business over your competitors...

We purchased tickets from Tijuana to Guadalajara for our Christmas vacation. It was 9 of us coming down from Northern California. We crossed the border into Tijuana at 4:30am to arrive at the airport at 5:15am. After having to pay over $220 US dollars at the airport for permits to enter the country we proceeded to go check in our luggage and get boarding passes for the children. Volaris failed to notify us of this extra fee and spent 15 or so minutes filling out permit forms for each of us and paying the fee.

We approached the counter at around 5:45am and still well within the 30 minutes required to check in as our boarding passes stated.  We asked a Volaris employee to point us out to where to check in. She very rudely stated we were late and could no longer board. We plead with her for over 20 minutes and the whole time she didn't even offer any help as to boarding. She was so rude and refused to allow us any help to board or get us on another flight.

Her answer to our begging was that there was nothing she could do and anything else was not her problem. She said we had lost our tickets and that was that. This was at 6:05am and boarding had started at 5:55am and departure was to be at 6:25am.

My mom was able to board without a problem but the rest of us had to stay behind because she refused to print the children's passes (you cannot do web check-in for minors online). We stood there in Tijuana stunned and shocked at the lack of help from this Volaris employee and proceeded to take a taxi back to the border and walk ourselves back across into the US with nothing to show for this Christmas morning of 2011.  We had just spent over $300 (in taxi fare and permit fees) into this quick Tijuana trip and out over $1200 in airfaire and no one seemed to care.

Upon arriving in San Diego we went to Volaris at the airport and let them know what had happened.  They were extremely helpful by letting us know that we were correct in the arrival time since it was a national flight and 30 minutes was right and even if it wasn't, they could have helped us to get on our flight. They also said this was a typical occurrence in the Volaris counter in Tijuana.

We contacted Volaris to complain, but just like the Tijuana woman told us, we should have arrived 2 hours prior to departure. I'm in agreement but NOWHERE did Volaris state in any way that we needed to be there 2 hours before. The only directions we saw was the ones on the boarding passes that said to arrive atleast 30 minutes before departure.

I disagree with their lack of compassion and disregard for our situation when we were NOT late and didn't merit being taken advantage of like this. We have known people who get there as the airplane door is being shut and they still get to get on. How could this employee not want to help?

My children and us were so shocked and couldn't believe what was happening. Please consider this experience as you book with Volaris. Cheap isn't always best in situations where customer sevice suffers.
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This report was posted on Ripoff Report on 12/28/2011 12:29 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 REBUTTAL Individual responds

Volaris is horrible

AUTHOR: Eric d - ()

Had a horrible experience with volaris....was left stranded in Mexico and had to walk the border. Do NOT EVER EVER use volaris. I called and emailed to try to file a complaint but never got a respond from volaris
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#2 Consumer Comment


AUTHOR: Robert - (U.S.A.)

This report seems to be a combination of you trying to act as your own Travel Agent where you didn't to the appropriate research and you trying to push the deadlines.  But beyond that the entire report is confusing and you are probably leaving quite a few key things out.

Volaris failed to notify us of this extra fee and spent 15 or so minutes filling out permit forms for each of us and paying the fee.
-There are no fees required for US Citizens to enter Mexico, nor any additional permits required to travel that I have ever seen.  So I am figuring that you are not a US Citizen and/or need a special VISA to travel.  This falls back to the Travel Agent who does not do the appropriate research into travel requirements.  Of course which again in this case YOU.  By the way where exactly did you have to fill out these forms and pay the fee?

We approached the counter at around 5:45am and still well within the 30 minutes required to check in as our boarding passes stated.  We asked a Volaris employee to point us out to where to check in.
- What counter were you at?  Because if you were not at the "Check-In" counter and it was around 5:45 unless the Check-In counter was right next to it and there was no line you would not have made it to Check-In in the next 10 minutes, especially if your "around" was closer to 5:55 than you want to admit.  The other thing is that if you already had your boarding passes why did you need to "check-in".  Which leads to the question of how did you get your passes if you say you couldn't do the Web Check-In.

(you cannot do web check-in for minors online).
- The only restriction I could find was for infants, but if they were not infants there should have been no issue.  That is unless again you had some special VISA requirements(which may be the case because of the fees you mentioned).
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