ARI agent
ARI agent
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Did you have an issue with your baggage?

Here you’ll find what to do if your baggage was damaged or didn’t arrive at your destination, and how to follow up on your report.

Select what happened, and we’ll explain what to do, how to report it, and how to follow up.

Damaged baggage

If your baggage was damaged during your trip, we’ll explain how to report it and follow up on your case.

 
 
 

What should you do?

If you notice any damage when collecting your baggage, report it immediately to Volaris staff in the baggage claim area.

If you were unable to file a report before leaving the airport, you can report it online here:

Please note that if you file your report after leaving the airport, an investigation will be required, and it may take longer to resolve your case.

 

 

What do you need?

To file your report, please have the following ready:

 Boarding pass

 Baggage claim receipt

 Valid government-issued ID

 Photos of both sides of the baggage tag

 Photos of the damaged area and the entire piece of baggage

How to follow up

Once you have filed your report, we’ll review your case and keep you informed about the process and next steps.

If you already have a case number, contact us through our contact channels to check the status of your report.

Have your case number ready so we can assist you.

Delayed baggage

If your checked baggage does not appear on the baggage claim carousel, report it immediately to Volaris staff before leaving the airport.

How to report it

Before leaving the airport, look for Volaris staff in the baggage claim area so we can help you file your report.

You can also file your report online. Please do so as soon as possible and no later than 3 days after your flight arrives.

Online reporting is available only for flights to and from Mexico and the United States. For flights in other countries, file your report directly with Volaris staff at the airport.

 

 

To file your report, please have the following ready:

 

 Boarding pass

 Valid government-issued ID

 Valid baggage claim receipt

 

Follow up on your delayed baggage report

Once we receive your report, we’ll begin searching for your baggage and keep you informed.

What happens with your report?

We’ll send you updates on the search using the contact information you provided in your report.

How to follow up

If you already have a case number, you can check the status of your report through our self-service portal or via our contact channels.

What happens next?

Once we locate your baggage, we’ll contact you to coordinate its delivery.

Baggage not located

If 3 days have passed since you filed your report and we still haven’t located your baggage, we’ll continue searching and keep you informed about the next steps.

What happens next?

Check the status of your case using your report number through our contact channels.

We’ll continue searching for your baggage. If applicable, we’ll send you the corresponding form to begin the compensation process.

Our team will contact you to provide updates on the status of your case and the next steps.

What do you need?

Have the following information ready to continue with the process:

 Report number

 Boarding pass

 Baggage claim receipt

 Valid government-issued ID

 Documentation related to your case

Check your baggage easily

Recommendations for your trip

Keep important or valuable items, as well as anything you may need during your trip, with you at all times.

Valuable items, such as cash, jewelry and watches, as well as medications

Passports and important documents

Computers, tablets and electronic devices

Limits of Liability

Domestic Flights

Volaris does not recommend packing valuable items in your checked baggage, such as cash, jewelry, artwork, securities, or electronic devices, including radios, cell phones, computers, cameras, or other similar items. Volaris is not responsible for the loss of these items, as they are not considered baggage and are transported without Volaris’ knowledge or consent.

Checking fragile items is at the passenger’s own risk. Volaris is not responsible for baggage that was previously damaged or in poor condition, oversized or overweight baggage, overpacked baggage, or damage resulting from security inspections carried out by any authority or third party designated by the airport.

Volaris is also not responsible if the passenger fails to verify that the information on the checked baggage claim tag matches their personal or service information, or if, when claiming their baggage, they fail to verify that the claim tags match the corresponding baggage pieces and registration numbers.

Lost, damaged, or destroyed baggage

Compensation for lost, damaged, or destroyed baggage will be provided in accordance with applicable law:

  • For carry-on baggage, compensation will be up to the equivalent of 80 UMAs in effect at the time the damage occurs.
  • For checked baggage, compensation will be up to the equivalent of 150 UMAs in effect at the time the loss occurs.

Delayed baggage

If the passenger arrives at their destination and their checked baggage does not arrive at the same time, Volaris will provide, upon request, MXN $250 for each day the baggage remains undelivered, for up to three days, for a maximum compensation of MXN $750.

International Flights

Passengers must not pack valuable items in their checked baggage, including cash, jewelry, artwork, securities, precious stones or metals, silverware, negotiable documents, passports, eyeglasses, or electronic devices such as radios, cell phones, computers, cameras, among others.

For flights to or from the United States, Volaris does not recommend packing these valuable items in checked baggage. If you choose to transport such items, you must declare them at the Volaris airport counters and to the appropriate airport authorities.

Volaris is not responsible for baggage that was previously damaged or in poor condition, oversized or overweight baggage, overpacked baggage, or damage resulting from security inspections carried out by any authority or third party designated by the airport.

Passengers must submit any baggage-related claim to the appropriate Volaris staff within the time limits established by applicable law, including, without limitation, applicable international treaties.

In the case of damaged baggage, failure to submit a claim within the applicable time period will be presumed to mean that the baggage was delivered in good condition.

The determination of Volaris’ liability, as well as compensation for destroyed, lost, or damaged baggage, is subject to the liability limits established by applicable laws and/or international treaties. For flights to or from the United States, compensation for destroyed or damaged baggage will be determined in accordance with the liability limits established under the Montreal Convention.

Volaris is not responsible for pre-existing damage to baggage or damage caused by inadequate packaging. When baggage damage cannot be repaired, compensation will be assessed based on the value of the baggage and its depreciation.