Terms and Conditions of Scheduled International Air Passenger Services
These terms and conditions (hereinafter the “Terms and Conditions”) govern the air transportation services provided by Concesionaria
Vuela Compañía de Aviación, S.A.P.I. de C.V. (“Volaris” or the “Airline”) to and from Central America (Costa Rica, El Salvador,
Guatemala, Nicaragua, etc.) and the United States of America operated by Volaris, its interline and codeshare operations.
If you purchased a flight operated on codeshare, you must consult the terms and conditions of service of our codeshare partners,
available on their website. The air transportation provided under a codeshare agreement with such airlines may be identified with a flight
number which includes our airline designator code “Y4”.
Sales Channels
Volaris has several sales channels through which our customers can purchase air transport services and other additional services.
Volaris Sales Channels are as follows:
1. Call Center:
01 (55) 1102-8000
1 855 VOLARIS (8652747)
502-2301-3939
506-4002-7462
503-2504-5540
505-2251-2198
511-644- 9040 – Perú
855-425-2002 - TTY
2. Airports. Flight tickets may be purchased by our customers at the sales offices or counters available for that purpose at
any of the airports where Volaris manage their flights.
3. Website. Through www.volaris.com our customers may purchase flight tickets, manage their flights and do their check in.
4. Volaris App. Through the Volaris App for Android, IOS and Windows mobile devices, our customers may purchase
flight tickets, manage their flights and check in.
Additional Services
Additional services may be purchased by our customers at our Website www.volaris.com.
Notification of delays, cancellations and known deviations
We shall provide our Customers with available information on delays, cancellations and known deviations through any available means,
including through the information that you provided during your purchase, as soon as we are aware of such situation. We made inform
you by: telephone, e- mail, at the airports, boarding gates, passenger attention modules and through airport screens (where available),
through our crew members, airport service personnel and our website.
Volaris shall do everything possible to provide our customers with timely and accurate flight information as soon as possible and in no
case later than 30 minutes after a flight schedule change is known.
Important: When making a reservation, it is important that you provide all the required data to allow us to contact you in a
timely manner with information about your flight so that, in case of a contingency, you may be contacted.
Check-in
The customer must complete the check-in process electronically through our website www.volaris.com, the Volaris App, or at our
counters at the different airports.
Customers must arrive at the airport of their origin flight with the time in advance specified when the ticket was purchased, carrying with
him/her any necessary identification documents which must comply with the applicable immigration requirements in the country of
destination on the date of the flight, and with any other requirements from the country or countries where the intermediate segments take
place.
For information on check-in times visit www.volaris.com.
Check-in shall be made as follows:
Customers with boarding pass.
For customers with a previously printed boarding pass or who checked-in online through the Volaris App, as provided in www.volaris.com.
In addition to the boarding pass, the customer must print, in advance, the applicable bag tag for the baggage allowance and/or have
purchased additional optional services. Customers who do not comply with the weight and size specifications contained in our baggage
policy regarding free baggage allowance (www.volaris.com) and that did not buy additional services for baggage allowance, shall be
sent to the Customer Service Area where they'll be able to purchase additional services if they wish to carry more baggage than the
allowance included in their ticket.
Customers without boarding pass.
Customers without a printed boarding pass shall be required to print it at the available modules for such purpose, obtain it through
Volaris App or may purchase the additional personal attention service.
NOTE: For flights from San Jose, Costa Rica, all customers terms-and-conditios-domestic-air-passenger-services terms-and-
conditios-domestic-air-passenger-services must pay the Costa Rica Exit Tax before completing check-in. For traveling minors born in
Costa Rica, customers shall be directed to the Immigration Module.
If you are traveling on a codeshare flight, please review our partners ´terms and conditions on check- in.
Boarding
Passengers must be at the last boarding gate sufficiently in advance and as informed when check-in and must follow the boarding
instructions of the airline personnel.
Restrictions on boarding
Volaris shall be entitled to deny transportation to people and/or their baggage when, in accordance with the applicable regulations and
security measures, Volaris reasonably considers that this could be a risk or danger, or that the transportation of such person, baggage
and/or or belongings is prohibited by applicable law. To this end, Volaris shall be entitled to search any persons and their baggage
and/or belongings to be carried on board the aircraft as provided by the applicable legal provisions.
People entitled to special services:
Passengers with disabilities are entitled to be transported in accordance with the corresponding safety measures and to transport with
them wheelchairs, walkers, prostheses or any other instrument, provided the use of such instrument is personal and directly related to
their disability. For international flights, the provisions of international treaties will apply.
Passengers requiring a medical oxygen tank must notify the Airline at least 72 (seventy-two) hours in advance of their scheduled
departure. Passengers who require the use of a ventilator, respirator, continuous positive pressure machine or portable oxygen
concentrator of their own, must notify the Airline at least 48 (forty eight) hours in advance of their scheduled departure.
Pregnant Women
Pregnant women can travel without any restriction during the first eight months (36th week) of pregnancy in any route. As of the ninth
month of pregnancy or seven days before delivery, they may travel by carrying a medical certificate or an executed release of
responsibility in favor of Volaris.
It is not Volaris’ responsibility to ensure pregnant passengers have consulted with their physicians.
Passengers of Size
Customers who require two seats due to their size, may purchase an additional seat. Such seats may
not be located in emergency exits, first rows or with service tables in the armrest. Similarly, Volaris may provide certified belt extensions
for these customers.
Sick passengers
Customers whose health condition prevents them from traveling, shall only be allowed to fly if they provide a health certificate from a
physician issued no more than 5 days prior to the flight departure date and their condition does not represent a risk to the safety of the
flight, other customers or the crew.
Passengers with disabilities and/or reduced mobility can travel without having to provide a health certificate, sign any waivers or
forms or comply with any special requirements, except in cases where the passenger:
• Is traveling on a stretcher or incubator
• Requires oxygen during the flight
• Has any of the medical conditions considered as contraindications to air travel according to the World Health Organization
(WHO). In these cases, the passenger shall be required to provide a health certificate of fitness to fly.
• When the intellectual or psychosocial capacity of the passenger prevents him/her from behaving and follow
instructions without assistance.
Passengers with disabilities and/or with reduced mobility shall be located, depending on availability, in the seats closest to the
boarding door according to the Airline's safety measures.
Wheelchairs shall be checked in as baggage, at no additional cost to the passenger. If the passenger with disability and/or reduced
mobility wants to check-in an additional wheelchair, he/she may do so as part of his/her baggage allowance or by paying the
corresponding charge for excess baggage.
Check-in of wheelchairs with wet battery shall be subject to the applicable Official Mexican Standard (Norma Oficial Mexicana)
regulating the air transport of hazardous items issued by the Mexican Ministry of Communications and Transportation.
Passengers requiring a service dog:
A Passenger has the right to travel with up to two (2) service dogs in the passenger cabin without any extra charge, subject to
documentation requirements, limitations and other established regulations set out in applicable law and the following terms and
conditions including but not limited to:
1. Brachycephalic dogs are not allowed to travel on board the aircraft.
2. The age of the animal must be more than four (4) months
3. The service dogs must be trained for a specific task or work for the benefit of the passenger with a disability (including physical,
sensory, psychiatric, intellectual or other mental disability)
4. Such dogs may be denied transportation if the animal is found to be too heavy, too large. poses a direct threat to the health or
safety of others, if the animal causes significant disruption in the aircraft or at the airport or if the passenger does not provide
documentation required in point (5) below.
5. If you wish to travel with service dog(s), you must provide the following documents:
a. DOT Service Animal Air Transportation Form for each dog.
b. Vaccination Card issued by a licensed veterinarian. The card must contain the following information: (1) the rabies
vaccination must have been given no more than one year from the date of the flight and with no less than thirty (30)
days prior to the flight; (2) valid anti-parasitic medication has been administered no more than six (6) months in
advance of flight date.
6. DOT Service Animal Air Transportation Form shall be provided to Volaris prior to departure.
Service dogs must behave properly in public and follow directions from its owner and must be properly harnessed or leashed and
remain under the direct control of the passenger. The passenger must confirm that he or she has no reason to believe that the service
dog poses a threat to the health and safety of other and assumes full responsibility for the safety, well-being, and conduct of its dog,
including the interaction of the animal with crew and other passengers or passenger’s property that may come in contact with the
animal while on board the aircraft.
Service dogs must be seated at the customer´s feet without protruding into the aisle, without occupying the foot space of adjacent
passengers and may not occupy a seat. Passengers may use an approved in-cabin kennel for smaller animals provided the kennel fits
under the front seat. Emergency row seating for passengers traveling with service dogs is prohibited.
Passengers with medical oxygen requirements
Passengers requiring the use of medical oxygen shall be entitled to carry a portable oxygen concentrator with them, subject to the
conditions and specifications contained in the policies, terms and conditions published at www.volaris.com.
Inadmissible and deported passengers
Inadmissible passengers are those traveling with Volaris and who, for some reason, are denied access to the country of destination by
the immigration authorities. Deported passengers are those who, after remaining in a country different to their country of nationality, are
sent to their country of nationality due to irregularities in their status or immigration permits. In this case, the immigration authorities must
prepare the migration related documents and escort such inadmissible or deported passengers.
Volaris shall review the migration related documents of such passengers. If such documents do not comply with the applicable legal
requirements, Volaris shall be entitled to deny access to such passenger.
If, for any reason, a passenger is declared inadmissible in the country of destination, Volaris shall return such passenger to his/her
country of origin.
Transport of prisoners
Volaris may allow prisoners to be transported a provided they are escorted by representatives of a local or federal authority. No more
than one prisoner per flight may be admitted and no prisoner shall be admitted if there is an inadmissible or deported passenger on the
same flight. Prisoners may not be transported on interline and/or codeshare flights.
Passengers with firearms
Under no circumstances firearms may be checked in in flights with interline or codeshare connections since, according to the
established check-in procedures, firearms may only be checked in by passengers on flights with immediate destination.
Baggage and Benefits by Fare Type
The baggage and benefits policy is different according to the type of fare purchased.
For flights on routes to and from the United States, Central and South America, you have the option of hiring one of
the following fares to travel:
1.- Zero
It is a preferential fare in which you decide to travel without baggage, which includes the transport of 1 personal item (must fit under the seat
in front of you), whose measurements do not exceed 14in long x 18in wide x 8in.
As of August 21, 2023, this fare includes the following benefits:
a) WEB CHECK-IN.- Web check-in can be done 24 hours before the scheduled departure of the flight (applies to international flights);
b) V.CLUB BENEFITS.- The client will have the option of obtaining a free V.club membership and receiving with the first registration a 20%
discount on the base fare of any flight, for future purchases, as long as the client logs in to the website and an V.Club welcome electronic
credit equivalent to $ 500 MXN that can be valid on his second purchase under the following conditions:
Customers may redeem their Electronic Credit in accordance with the conditions set forth below:
1) The Electronic Credit will be valid for ninety (90) calendar days from the date on which Volaris delivers it to the customer (hereinafter "Term
Period"). Upon expiration of the Term Period, the Electronic Credit will expire and cannot be redeemed.
2) The Electronic Credit will be valid to be redeemed only and exclusively on the official Volaris website "www.volaris.com" and/or on the official
Volaris electronic application (App) "ViajaVolaris". It does not apply to the My Trips page or any other related to Volaris.
3) In order to redeem the Electronic Credit, the customer must use it to purchase a flight, single or round, through the official Volaris website
"www.volaris.com" or the official Volaris App "ViajaVolaris" and enter it correctly when making the payment of said flight.
4) The Electronic Credit may be transferable by the holder to any other person, however, it is not replaceable in case of misuse or loss.
5) The Electronic Credit will be issued in Mexican pesos (MXN) so if used in another currency available within the official Volaris website
"www.volaris.com" or the official Volaris App "ViajaVolaris", the exchange rate published in Banco de México of the previous day will be taken for
the conversion.
6) The Electronic Credit will be for single use so if there is a remainder, it will be lost.
7) The Electronic Credit only applies to cover the airfare and additional services available on the official Volaris website "www.volaris.com" and/or in
the official Volaris "ViajaVolaris" electronic application (App). It does not apply to the payment of taxes or the payment of the Airport Use Fee (TUA),
which must be paid on behalf of the customer at the time of purchase.
d) ACCUMULATE SPIN PREMIA POINTS.- The customer will have the option to accumulate points with the Spin Premia® membership in each
purchase when paying for their flights with a credit or debit card. Points can be redeemed in the Spin Plus app in future purchases at Volaris
or with the program partners, to obtain this benefit the customer must be affiliated with the Spin Premia program (The Spin Premia
membership/program and the Spin Plus app are not operated, managed, or responsibility of Volaris). Spin Premia® is a rewards program
valid in Mexico subject to its own terms and conditions, the responsible for the Spin Premia program / membership as well as the Spin Plus
app and its Terms and Conditions is Lealtad Mercadotecnia® y Conocimiento Agregados, S.A.P.I DE C.V..
*Spin Premia® is a rewards program in Mexico subject to its own terms and conditions and only applicable to residents of Mexico. In order to
earn the points described, customers must be registered in the program.
2.- Basic
It is a preferential fare that includes: 1 personal item (must fit under the seat in front of you) whose measurements do not exceed 14in long x
18in wide x 8in and 1 carry on whose measures do not exceed 22 x 16 x 10 in (length x width x height). The combined weight of the 2 pieces of
baggage described must not exceed 33 lb.
As of August 21, 2023, this rate includes the following benefits:
a) WEB CHECK-IN.- Web check-in can be done 24 hours before the scheduled departure of the flight (applies to international flights);
b) FORWARD YOUR FLIGHT AT THE AIRPORT.- The client may advance the flight originally purchased only for another flight on the same day
and on the same route, whose departure time is earlier than the original flight. The customer who makes use of the advance flight must be
the same as the one that appears in the original reservation. In case of reservations with multiple passengers, when redeeming the benefit, it
will be applied to all passengers in the reservation. The change must be requested at least one hour and thirty minutes before the departure
of the desired flight. This benefit will be redeemable only at the airport counters on the day the original flight is scheduled and will be subject
to the desired flight having unoccupied or free seats that may be occupied by the passenger requesting this benefit. Once the benefit has
been applied, the flight originally purchased will no longer be valid.
c) ACCUMULATE SPIN PREMIA POINTS.- The customer will have the option to accumulate points with the Spin Premia® membership in each
purchase when paying for their flights with a credit or debit card. Points can be redeemed in the Spin Plus app in future purchases at Volaris
or with the program partners, to obtain this benefit the customer must be affiliated with the Spin Premia program (The Spin Premia
membership/program and the Spin Plus app are not operated, managed, or responsibility of Volaris). Spin Premia® is a rewards program
valid in Mexico subject to its own terms and conditions, the responsible for the Spin Premia program / membership as well as the Spin Plus
app and its Terms and Conditions is Lealtad Mercadotecnia® y Conocimiento Agregados S.A.P.I. DE C.V..
3.- Plus
This fare includes: a personal item, whose measure does not exceed 14in long x 18in wide x 8in (which fits under the seat in front of you), a
carry-on suitcase whose measurements do not exceed 22 x 16 x 10 in (length x width x height) and which together do not exceed 44 lb, and a
checked baggage up to 55 lb whose measurements do not exceed 62 total in (length + width + height);
As of August 21, 2023, this rate includes the following benefits:
a) WEB CHECK-IN.- Web check-in can be done 24 hours before the scheduled departure of the flight (applies to international flights);
b) FORWARD YOUR FLIGHT AT THE AIRPORT.- The client may advance the flight originally purchased only for another flight on the same day
and on the same route, whose departure time is earlier than the original flight. The customer who makes use of the advance flight must be
the same as that appearing in the original reservation. In case of reservations with multiple passengers, when redeeming the benefit, it will be
applied to all passengers in the reservation. The change must be requested at least one hour and thirty minutes before the departure of the
desired flight. This benefit is redeemable only at the airport counters on the day the original flight is scheduled and is subject to the desired
flight having unoccupied or free seats that can be occupied by the passenger requesting this benefit, once the benefit has been applied the
flight originally purchased will no longer be valid.
e) FULL REFUND.- You can cancel up to 24 hours before the departure of the first flight scheduled in your reservation, you will receive the
refund for the total cost* of the flight in an Electronic Credit that you can use in future purchases in Volaris, this benefit will apply provided
that the client has not checked-in, nor boarded any of the flights covered in the reservation. *For flights to and from the USA, no tax refund
applies, under the following conditions:
Customers may redeem their Electronic Credit in accordance with the conditions set forth below:
1) The Electronic Credit will be valid for ninety (90) calendar days from the date on which Volaris delivers it to the customer (hereinafter "Term
Period"). Upon expiration of the Term Period, the Electronic Credit will expire and cannot be redeemed.
2) The Electronic Credit will be valid to be redeemed only and exclusively on the official Volaris website "www.volaris.com" and/or on the official
Volaris electronic application (App) "ViajaVolaris". It does not apply to the My Trips page or any other related to Volaris.
3) In order to redeem the Electronic Credit, the customer must use it to purchase a flight, single or round, through the official Volaris website
"www.volaris.com" or the official Volaris App "ViajaVolaris" and enter it correctly when making the payment of said flight.
4) The Electronic Credit may be transferable by the holder to any other person, however, it is not replaceable in case of misuse or loss.
5) The Electronic Credit will be issued in the original currency of payment, either in Mexican pesos (MXN) or in dollars (USD).
6) The Electronic Credit will be for single use so if there is a remainder, it will be lost.
7) The Electronic Credit only applies to cover the airfare and additional services available on the official Volaris website "www.volaris.com" and/or in
the official Volaris "ViajaVolaris" electronic application (App). It does not apply to the payment of taxes or the payment of the Airport Use Fee (TUA),
which must be paid on behalf of the customer at the time of purchase.
f) UNLIMITED FLIGHT CHANGES.- You can make unlimited changes of date and time of flight only by paying the fare difference, in order to
make the flight change the following requirements must be met: (1) the change must be requested up to 4 hours before the departure of the
flight scheduled in the reservation; (2) not having previously checked in; (3) have paid the entire reservation. It does not apply to change the
flight to another route and / or to change the name. This benefit can be made valid in the section of My Trips in www.volaris.com and.
(g) PRIORITY ON BOARDING; Belong to group 1 for boarding the plane.
h) ACCUMULATE SPIN PREMIA POINTS.- The customer will have the option to accumulate points with the Spin Premia® membership in each
purchase when paying for their flights with a credit or debit card. Points can be redeemed in the Spin Plus app in future purchases at Volaris
or with the program partners, to obtain this benefit the customer must be affiliated with the Spin Premia program (The Spin Premia
membership/program and the Spin Plus app are not operated, managed, or responsibility of Volaris). Spin Premia® is a rewards program
valid in Mexico subject to its own terms and conditions, the responsible for the Spin Premia® program / membership as well as the Spin Plus
app and its Terms and Conditions is Loyalty Marketing and Knowledge Aggregates, S.A.P.I.de C.V..
Notes:
a) In case of round flights, the fare selected by the client for the departure flight will be the same as that applicable for the return
flight. However, the customer will always have the possibility to choose the fare that is most convenient for him, selecting the
single flight option for each segment.
b) At any of the fares listed above, you will be entitled to carry a stroller (stroller) for an infant at no additional charge, as long as
the infant is under two years of age and accompanied by an adult. Please note that an infant under the age of two is not entitled
to occupy a seat or baggage allowance.
c) By official order of the authorities of the United States (Transportation Security Administration (TSA)), we inform that, on flights
to and from that country, it is only allowed to access security filters with up to two carry ons, so we ask you to take the
necessary precautions and thereby avoid any inconvenience.
Additional Baggage
To purchase additional baggage at any of our rates, go to www.volaris.com or contact our Call Center. Check prices in the
Additional Service Rates section at www.volaris.com, or contact our Call Center.
B) For interline flights
The applicable baggage policy shall be based on the rate and route chosen as provided in paragraph A) above.
C) For interline flights
For codeshare flights, the baggage policies that apply throughout the itinerary will be the ones of the marketing carrier.
D) Baggage Liability
The airline operating the segment where any baggage is damaged or lost shall assume sole liability for any such damage or loss.
Check the Passenger Air Transport Agreement for information about compensation in case of loss or damage of your baggage,
which shall be subject to the applicable laws and regulations and to the international treaties.
Flight Delays
Regarding flights originating with in Mexico, the Civil Aviation Law (Ley de Aviación Civil) and the Volaris compensation policy may apply.
For more on these provisions, go to the “Legal Information” section of Volaris website at www.volaris.com.
In case of delays in flights originating outside Mexico, the provisions of the Montreal Convention or the laws of the country of the flight
of origin operating the segment in question shall apply.
Overbooking or Flight Cancellation
Flights originating in Mexico and Central America
In case of overbooking or flight cancellation (for reasons attributable to the airline), the provisions of the applicable law in the country of
origin shall apply in accordance with the following:
Volaris shall inform its Customers of any changes in their itinerary, through the contact information provided by the Customer, as soon
as Volaris becomes aware of the contingency.
In the case of flight overbooking, the operating airline shall call for volunteers wishing to give up their seats in exchange for benefits
agreed directly with the passenger. Passengers with a disability, the elderly, unaccompanied minors and pregnant women shall be given
boarding priority in substitution of volunteers.
In cases of flight cancellation, and at passenger's option, the following shall apply:
i. Reimbursement of the ticket price or the part corresponding to the flight segment not flown.
ii. Providing, by all means possible, substitute transportation on the first available flight and providing, as a minimum and at no
charge, telephone or cable communication services (making phone calls and sending e-mails) to the point of destination, and
meals, in accordance with the waiting time before boarding a new flight; accommodation at a hotel of the airport or city where
an overnight stay becomes necessary and, in the latter case, ground transportation to and from the airport.
iii. Transportation on a later date, convenient to the passenger, to the destination for which boarding was denied.
In the cases of sections I and III above, the Airline shall also pay the affected passenger a compensation that shall be no less than 25%
(twenty-five percent) of the ticket price of the flight segment not flown.
For flights originating in the United States of America
For flights originating in the United States of America, passengers shall be provided with alternative transportation and/or compensation,
according to the provisions of the regulations issued by the U.S. Department of Transportation (DOT).
For Interline and Codeshare Flights
of origin, shall take the necessary actions to mitigate, as possible, the consequences of such denial to the affected customer.
Any costs incurred as a result of the denied boarding shall be borne in full by the operating airline of the segment where
the overbooking and/or cancellation took place.
Changes and Cancellations
Tickets are not refundable. If you fail to board your flight or if you fail to request a change within the time frame set out below,
your flight, as well as its value, will be lost without responsibility to any of the operating airlines.
Name changes are allowed (for a fee) up to 4 hours before the departure time of the flight you intend to change by paying the
corresponding charge. Visit www.volaris.com or contact our Call Center for costs and policies.
For Central America, changes to flight dates where the point of origin of the original booking remains the same, are allowed up to 4 hours
before the departure time of the flight you intend to change, by paying the corresponding change fee and the fare difference, if any.
Change your flight through our Call Center, website, the Volaris App or at Volaris’ counters at the different airports where Volaris operates.
Visit www.volaris.com or contact our Call Center for costs and policies.
For flights with origin/destination from and to the United States, changes and cancellations are allowed in the following cases:
1. If the ticket was bought 7 (seven) days or more in advance of the flight scheduled date.
2. If cancellation is requested within 24 hours after the ticket was purchased.
3. In the case of flight changes, the corresponding fare difference must be paid.
If you purchased your flight with our codeshare partners, please review such airline’s terms and conditions with respect to changes and
cancellations. If the selling airline issues tickets that exceed the available capacity of the aircraft or the flight is cancelled due to causes
attributable to such airline and results in boarding being denied to the passenger, the selling airline, depending on the applicable legislation
of the point
For flights with origin/destination in Colombia, in the event that the customer has a round trip or connecting flight and decides not to use the first
(one-way) segment of their flight or the segment prior to the connection, he or she must notify Volaris if they will fly in the next segment.
The notification must be made before the departure of the flight corresponding to the first segment or an hour after at the latest, through our
Call Center or at the airport counters.
In case of not complying with what is indicated in the previous paragraph, Volaris may dispose of the reservation made for the subsequent
segment to the connection and/or the second segment (return) of the flight, as the case may be.
The right of withdrawal:
For flights with origin in Colombia and Peru
The customer may withdraw from the trip at least 24 hours
process, notifying through our Call Center, at the
https://tuexperiencia.volaris.com/hc/es
before the flight, provided that he or she has not completed the check-in
airport counters, or by raising a ticket at the following link:
In these cases, Volaris is entitled to retain an amount of money corresponding to 10% of the value received as a fee, excluding rates, taxes
and administrative fees. The retention made to the customer will be made in favor of Volaris. The provisions of this section shall not apply in
the case of promotional fees.
In the event of withdrawal, Volaris will order the corresponding refund to the financial institution, if applicable, within a term that does not
exceed 5 (five) business days following the customer's request.
Volaris will refund the amount in a maximum term of 30 (thirty) calendar days from the reception of the request of withdrawal notified by the
customer. The refund will be made in the original form of payment or through wire transfer.
If the customer contracted through a travel agency and withdraws from the trip by notifying the agency, the travel agency will proceed to
refund the money of the customer once Volaris provides the corresponding amount, without prejudice to the term of 30 (thirty) days
established in the previous paragraph for the refund of the money to the Client to become effective.
Right to Cancel:
For flights with origin in El Salvador, Colombia, and Guatemala
The customer that has made the purchase of his or her ticket through any means other than at the sales counter of Volaris located at the
airport is entitled to exercise the right of retraction in a maximum term of 8 (eight) business days after having contracted the service,
provided that he or she has not completed the check-in process.
The customer may exercise his or her right of retraction by notifying Volaris through our Call Center, at the airport counters, or by raising a
ticket at the following link: https://tuexperiencia.volaris.com/hc/es
Volaris will refund the amount in a maximum term of 15 (fifteen) calendar days from the reception of the request of retraction notified by the
customer, without proceeding to make discounts or withholdings for any concept. The refund will be made in the original form of payment or
through wire transfer.
Terms and conditions for the provision of services
Any services purchased, such as passenger scheduled air transport, among others, are subject to the applicable Air Transport Agreement and to
the policies, terms and conditions published at www.volaris.com, which the passenger is required to read and be aware of.
Invoicing
Any invoicing of purchases made at www.volaris.com shall be made pursuant to the terms and conditions applicable to “Electronic
Billing” published by Volaris at www.volaris.com. If you purchased your flight operated on codeshare, the airline with whom you
purchased your ticket will be responsible for issuing the corresponding invoice. Please visit our partners website for more information.
Clarifications
For more information or possible questions regarding flights operated by Volaris Costa Rica and Volaris please send us an e-mail to
tuexperiencia@volaris.com or contact our Call Center.
Personal Information and Privacy Policy
Any personal information provided by the customer to the selling airline shall be shared with Volaris Costa Rica, Volaris or our
codeshare partners, as the case may be, for check-in, control and registration purposes of the passenger in question. Your personal
information shall be treated according to our applicable policies and our privacy notice available on our website www.volaris.com.
To learn about your privacy (ARCO) rights go to our Privacy Notice available at “the privacy” section in www.volaris.com.
Website Terms and Conditions
For the Terms and Conditions of our website go to www.volaris.com
