FAQS-Refund Online

What are the terms and conditions of my refund?

Click here to know if your refund can apply or not.

How many days can I see my reflected refund?

Approximately 20 to 30 days you can see the refund reflected. However, the term will depend on the existing procedures between banks, so we suggest you contact your bank. For cases in which you have contracted a Package (airplane + hotel + car rental), the period for which you see reflected will depend on the return processes of the providers of each service.

Is my refund made in the same payment method?

In case your refund proceeds, the refund will be made to your original payment method. In case your means of payment does not allow it, you will be required additional data to make the return by other means.

My refund was already applied but I still do not see it reflected. What I can do?

You should write to yourexperience@volaris.com, where you will be provided with the evidence corresponding to your refund within a period of less than 48 hours.

I do not have the card with which I pay What can I do?

You must process the refund via bank transfer or check by writing to yourexperience@volaris.com You will be asked to provide some documentation. An agent will contact you within 48 hours.

If I paid with cash, what should I do to process my refund?

To refund cash payment you should send to yourexperience@volaris.com the following documentation:

• If your purchase was in pesos (MXN): Statement of account indicating Clabe Interbancaria (18 digits) and RFC.
• If it is a currency other than the peso: Account statement showing bank account, Swift or ABA, and name of the bank
• Copy of official identification of the account holder (front side only)

I purchased the service "TravelAssistance" and I want to process my reimbursement for medical expenses. What documents should I send?

In the case of an incident abroad, none, given that the direct payment is made through AXA Assistance. In case of being in Mexico, it is required to deliver the following documents by email siniestros@axa-assistance.com.mx:

• Original refund format provided by Axa Assistance signed with the breakdown
• Copy of official identification
• Copy of proof of address no longer than 3 months
• Copy of itinerary confirmed by Volaris
• Original medical report of AXA Seguros to which the passenger was sent
• Copy of the medical studies carried out
• CLABE 18 digits of the account to which the bank transfer will be made

With whom do I request my cancellation if I booked with an agency?

In these cases, you must do so through the travel agency through which you purchased your ticket.

Is there a cost to request a refund online?

There is no cost for requesting a refund

Are services reimbursed?

Only if they have not been used for any affectation that is attributable to Volaris. Otherwise it is not reimbursed.

Can I get a refund if I already took one of my two flights?

No, because cancellation and return apply for both segments (round trip), so cancellations can not be made for only one segment or flight of your reservation.

I do not agree to pass the security measures established by the United States so I have decided not to travel, can I request a refund?

You can request it as long as:

• The reservation has been made 7 or more days in advance of the departure date of the flight.
• Request cancellation within 24 hours after the purchase of your flight through our website or Call Center.
• Not having made your documentation through our app, website, Facebook or at the airport

I have a Vpass membership, how long can I buy again if I requested a refund?

You can buy immediately after you request a refund

I can not travel but I do not want to cancel either. Can I leave my plane ticket open? 

You can only change your flight online. Do it by entering My Trips in the option "Change your flight" up to 4 hours before the trip, as long as you cover the charge for the change plus the fare leveling depending on where you travel.

Do not forget that our Combo Más Flexibilidad includes a change of itinerary and / or name without cost.   

My bank indicates that the charge for the plane ticket and / or services was made, but the payment was declined. What I can do? 

Send us the voucher (bank statement) where the charge was made to yourexperience@volaris.com. Once we receive your request, we will evaluate the situation and an agent will contact you within a period of less than 48 hours to provide you with the corresponding attention and follow-up.   

In my account there is a double charge or purchases in Volaris that I do not recognize. What should I do? 

Send us the voucher (bank statement) where the charge was made to yourexperience@volaris.com. Once we receive your request, we will evaluate the situation and an agent will contact you within a period of less than 48 hours to provide you with the corresponding attention and follow-up.