Volaris review by Peter

My wife booked a ticket with Volaris (Costa Rica-Guatemala). When booking, she indicated that her plans were quite fluid and wanted to know their cancellation policy. She was told that the ticket could be cancelled/rescheduled within 24 hours of booking. True, things changed, and she wanted to reschedule. She was told that international flights can only be cancelled within the first 24hrs of booking, and not within 7 days to departure. Her flight was six days away, therefore could not cancel/reschedule. We checked on their website, and it clearly indicated that flights could be cancelled within 24hrs of booking. That all departing from and to US/Puerto Rico, there was no cancellation, or might incur a fee. We spoke to a supervisor who insisted that her junior was right. She couldn’t show us anywhere with that policy, directed us to the section about US/Puerto Rico and stated that all international flights were covered in that policy. She couldn’t show us where the two conditions were written. She referred us to the electronic flight confirmation; nothing of the sort. Volaris holds customer to rules that they’ve not disclosed and expects the customer to abide by them. Be careful, they bait and switch.