Volaris has increased its flexibility to process flight changes, credits and refunds, reaffirming its commitment to support Customers affected by travel changes due to the COVID-‐19 health emergency.
“At Volaris, we are going the extra mile to find the best way to helpand accommodate our customers. We have relaxed our policies to waive many terms and conditions and offer more options in exchanges, credits or refunds," said Enrique Beltranena, Volaris CEO.
Despite the unprecedented number of flight change requests, thanks to implemented technological improvements and increased flexibility in their change policies, more than 400 thousand clients have been able to make changes to their travel plans since Mar. 15. This is a record of 20 thousand changes processed in a single day through the Volaris website. Unlike most airlines, more than 80% of these changes have been made by the same users through Volaris website.
The global contingency has affected all passengers. To accommodate its customers impacted by flights cancellations and travel restrictions, Volaris offers three options:
1. In case of flight cancellation due to extraordinary circumstances or by regulation of the authorities, Volaris will grant its customers an electronic credit for the amount of the purchased ticket plus 25%, with 90 days to re-‐ book and up to one year to travel, change the flight itinerary without charge, and in certain cases, request a refund.
2. For voluntary date or route changes for flights departing before June 30, the change fee will be waived and the customer can re-‐book, covering only the fare difference, if any.
3. For voluntary date or route changes for flights departing after June 30, the customer may reserve the new requested date, with a change fee plus the fare difference.
“The health and well-‐being of our customers and our Volaris Family is our top priority. We continue to look for better ways to accommodate changes in travel plans and provide the best service" Beltranena concluded.
To facilitate flight changes, Customers can directly go to “My Trips” section in the top menu of the Volaris website.
