HOW CAN I CANCEL MY FLIGHT?
Canceling your Booking– Terms and Conditions
You are entitled to cancel your domestic flight and get a refund by notifying Volaris within 24 hours after the ticket was purchased and
provided you have not checked in for the flight, either by electronic means or at the airport; otherwise no refund shall apply. If your
domestic flight is scheduled to depart within a 24 hour period after your purchase, you may cancel your flight by calling our Call center at
least 3 hours prior to your scheduled departure and provided you have not checked in for the flight.
For flight cancellations and refunds please contact our Call Center within 24 hours after your purchase, as provided in the above
paragraph, at the following telephone numbers:
01 (55) 1102-8000
1 855 VOLARIS (8652747)
502-2301-3939
506-4002-7462
503-2504-5540
505-2251-2198
You must provide certain information/documents, such as:
Reservation Code, an alphanumeric combination corresponding to your reservation (known as PNR), full and correct name (as it appears
on your PNR) and the e-mail you registered when you booked your flight.
Additionally, you may be required to provide a copy of your official ID, bank account or any other document necessary to make the refund.
All refunds arising from cancellations apply to the total cost of your ticket and to all the flights booked, that is, if you purchased a round
flight your cancellation and refund shall apply to both flight segments (round trip), so that cancellations for only one segment or flight may
not be accepted.
No check-in process must have been completed for any of the booked flights.
If your refund request is acceptable, as provided in the above Terms and Conditions, refund shall be made to your original form of
payment, unless your payment method does not allow it, in which case you will be required to provide us with additional information in
order to make the refund.
Refunds to be made to the original form of payment shall depend on the existing procedures between banks and the time they take.
However, when refunds are made by other means, they shall be credited as soon as the customer provides the required information.
In the event of Packages (plane + hotel + car rental) refund time shall depend on the refund process of each service provider. For
information on refund times, please call the Volaris Call Center at:
If your purchase was made at paquetes-volaris.com, please call: Mexico Tel.: 01 800 040 4300
If your purchase was made at Hoteles.volaris.com, please call: Mexico: 001 877 396 6197
United States: Service in English: 1(888)850 3958; Service in Spanish 1(866)9381297; Costa Rica: 08000 121 800
Guatemala: 1 800 624 0128
To call from any other country:
International (Spanish) +34 91 27 68 614
International (English): +44 20 3320 2609
If you purchased cruises:
Mexico toll free: 01 (800) 744-6935
Mexico: +52 (9982) 833-236
US: 1 (855) 252-6894
If you bought your ticket through a Travel Agency, you must process your refund through them since they were the selling party.
If you do not comply with these Terms and Conditions, your refund shall not be effective and you will not be able to request it later, and
the Terms and Conditions of the Scheduled Domestic Air Passenger Service included in the Legal Information section of our website
shall apply.
If you purchased a ticket for a round trip or with connections and you are not going to use one of the segments of that ticket but you do
want to use the subsequent segments, Volaris must be notified that you will use the subsequent segment so that your right to board
within 24 hours of the segment not flown is protected and upheld. In this case, the segment not flown shall not be refundable.
For international flights, please see the Terms and Conditions of the Scheduled International Air Passenger Service included in the Legal
Information section of our website.
Plus Fare Benefit
For any flight segment purchased by paying Plus Fare, whether United States, Mexico, Central or South America, you can cancel
your flight and request the refund of your ticket up to 24 hours before the departure of the first flight scheduled in your
reservation, provided that you have not made the documentation of your flight, either by electronic means or at the airport,
nor boarded any of the flights covered in the reservation; otherwise the refund will not proceed. For the purposes of this
paragraph, you will receive the refund for the total cost of the flight in the original form of payment.
