Volaris Airlines Concesionaria Vuela Compañía de Aviación, S.A.B. de C.V. Covid-19 Ticket Change Policies Lack Complete Information Mexico City Santa Fe, Álvaro Obregón

Booked two March 23 tickets from Guadalajara to Phoenix & changed flight date to March 20 because of State Department advisory. Looked at "flexible" carona virus ticket change policies on website, which said no change fee, only the cost difference in flights.  Made change from March 23 to March 20.  Then two separate charges appeared on my credit card, one for each flight, for a total of almost $1,200.  I was charged for tickets on both days PLUS a change fee of $792 pesos.

Tried to get through to Volaris call center for almost 6 weeks with no success.  Filed an online complaint asking for a refund. Finally on May 12, I reached a U.S. call center and was told my date change did not meet Volaris' booking criteria:  the reservation must be changed within 24 hours of booking AND be made at least 7 days before the date of flight.  

While this may be Volaris' policy during "normal" times, it was not stated in the Covid-19 "flexible" change policy on their website. So I made a decision to change flights without all of the information. So....I lose.

It is worth the extra $600 I paid for two unused tickets  to tell you about Volaris' poor website software (tried numerous times to book original flight online without success), their dropped calls over 6 weeks, my frustration at the "not in service" dial tone, and the final blow:  paying twice for one flight.  So this is $600 worth of marketing advice to consumers all over the world:  DO NOT FLY VOLARIS AIRLINES EVER.  And TELL ALL OF YOUR FRIENDS NOT TO FLY THEM.  Touted as a budget airline, hundreds of consumer experiences have shown that "budget" is going to cost you a lot--not just money, but time and frustration in trying to straighten out cancelled flights, refunds, and other customer service problems.  Do yourself a favor and hit Volaris where it counts:  the bottom line.