Report: #1114647

Complaint Review: Volaris Airlines

  • Submitted: Fri, January 10, 2014
  • Updated: Fri, January 10, 2014
  • Reported By: Nolan W. — Lafayette Indiana
  • Volaris Airlines
    Av Antonio Dovali Jaime 70, Tower B, Floor 13
    Mexico City, Other

Volaris Airlines ...charged me over $330 to buy a ticket for my 1-year-old despite it being illegal to do so in Mexico. Mexico City Mexico

*Author of original report: Volaris troll?

*Consumer Comment: Illegal?

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I bought tickets online for my family to fly home for Thanksgiving in 2013. Upon arriving at the airport to fly from Zacatecas (ZCL) to Chicago Midway (MDW) they said their "system" wouldn't let them print a boarding pass for my daughter, saying that she was two years old (despite the evidence of two passports showing she was under two). They eventually forced us to buy a ticket or not fly home for the holidays. We caved to it after being assured that we could get a refund from Customer Service. Once they tried to buy the ticket, though, they couldn't do it because "the system" said that she was not yet two and shouldn't have an adult ticket. Therefore, they lied about her age in order to sell us a ticket for 4,064 pesos. More than two months later and many, many, many hours on hold with Customer Service, there is still no refund. When you can eventually work your way to a Customer Service supervisor (such as Omar Morales) he'll say he'll call you back after getting more details from the airport ticket counter (just like the other operators are trained to say). He'll never call back. If you call back later and are lucky enough to work your way through their maze of telephone operators to get near the same supervisor, he'll have his reps tell you he'll call you back. Or, they'll say "just one minute" and then put you on hold for hours and never actually answer. Customer Service response is probably not surprising considering that it's actually against Mexican federal law to sell an airline ticket to an infant under two. So, if breaking the law and not worrying too much about it is acceptable for them, then why have good Customer Service? Judging by other horror stories on the web about Volaris, they really shouldn't be around anymore. How many times does a company have to break the law before it gets shut down?

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#1 Author of original report

Volaris troll?

AUTHOR: Nolan - ()

Well, judging by other Volaris ripoff rebuttals, this person is either a Volaris employee or just a regular troll. It does seem like the Volaris tactic to try to blame the customer and cast baseless aspersions on their claims. What's so surprising about dual nationality for a baby? Get over yourself! In fact, I *did* pay the infant fees/taxes when I first bought the tickets online. They then charged me a full-priced adult ticket for her when their "system" wouldn't let them check her in.

So, the fees/taxes I actually paid twice for her, in addition to the full ticket price that they forced us to buy for her in order to board. The ticket was purchased in Mexico from a Mexican company, thus Mexican laws are applicable. The destination is irrelevant. Laws regarding airline travel in Mexico are outlined on the PROFECO website, the Procuraduría Federal del Consumidor (a federal consumer protection agency).

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#2 Consumer Comment


AUTHOR: Robert - ()

Customer Service response is probably not surprising considering that it's actually against Mexican federal law to sell an airline ticket to an infant under two.

- I am not quite up to date on my Mexican Laws so can you please post this specific law as that is something I have never heard before. 

Oh and if(oh I mean when) you post this law, realize that you are traveling INTERNATIONALLY and domestic laws wouldn't apply anymore.  As a rule just about every airline will charge a fee for Infants travelling Internationally regardless of age.

The one other odd thing is why does your daughter who is apparently only a year old have TWO valid passports?

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