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On November 17. 2021, our party of 4 checked in before 2300 hours for a 0100 Volaris flight to San Juan de Cabo, through Guadalajara for customs.

Claire Torgerson, XGLI3H, and Charles Torgerson, IGKY6E, paid for and checked in 2 bags. The Sacramento terminal was not busy. When we arrived in Guadalajara. the suitcases did not.

Your baggage employees, Karen Angelica Flores Lopez and Lillian Elizabeth documented the missing bags on Reports of Baggage Irregularities, forms 47661 and 476612, and also filled in Notification of baggage delays. The baggage was confirmed to still be at the Sacramento terminal. All the paperwork was shown and further documented to the Guadalajara customs agent so that we could proceed to our next flight. We were also informed no other flights from Sacramento were arriving that same day but our bags would arrive the next day, Friday, and be delivered to us in Todos Santos.

Our horrible treatment began at the San Jose de Cabo Airport. We gave the paperwork as instructed to your baggage agent, whom did not have a clue what it meant, She stated we had to return to Guadalajara to retrieve our luggage, Again we informed her the bags were not there. She was rude, procrastinating and worse than useless. Anytime another person came up, she just turned her back to us.

When asked if we could see a supervisor, we were told they were "busy". After at least 30 minutes, we did meet the "supervisor". Now we are told Volaris could not do anything until they did an investigation, as we might have had contraband in out suitcases and that's why they were not loaded on the plane. The people in Guadalajara already had the facts.

So after more than 2 hours of being jerked around, the supervisor? finally said the bags would be delivered to us. We had wedding celebrations Friday and Saturday. Now it's 3 hours later and we get $25 US for essentials.

This should have happened immediately. Only one employee, Luis,spoke any English. So how can you claim to be an international airline at an international airport without someone fluent in foreign languages? So between Friday and Saturday we made 89 phone calls, 44 of which failed due to hang ups or wrong extension numbers.

And at least 169 minutes on the phone. Late Friday, we finally get the correct phone number and extension for the Cabo baggage handlers. In Cabo, we were actually given a false number by your own employees. On Saturday at 0800 hours, we reached the baggage area and fortunately Luis answered.

Now informed our bags arrived Friday but it was too late to email us! Now the supervisor refused to get our bags delivered to us as promised. I sincerely believe the Cabo supervisor said Volaris would deliver out bags back on Thursday just to get rid of us. Got another lousy $25US - nothing for Saturday because our luggage arrived unbeknownst to us.

My husband spoke to Luis, advising him our daughter, Claire, had to get ready for the wedding and could not spend the time driving to get her bag. Luis said Charlie could sign for it, But when Charlie finally arrives to pick up the luggage, the story changes and was told he could not sign for her suitcase. So after a heated discussion, Charlie gets her bag. So on Saturday of the wedding, we lost another 4 hours driving back and forth to Cabo.

The solution should have been immediate - this is obviously not an unusual problem, as another woman on our initial flight also had her bag missing. The personnel except for Luis were rude, purposely procrastinating and worse of all, liars. And we paid for the aggravation.

Paid for checked bags. Too much time and money lost.

Monetary Loss: $10000.

Preferred solution: Full refund.

Volaris Cons: Are rude and took my personal items.

Location: Elk Grove, California

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