File a report

If you forgot to report a delay or damage at the airport, you can do so through our self-service module no later than 5 days after the arrival of your flight. You will need to have on hand:

Your boarding pass.
Baggage claim.
In case of damage, the bag tag.

Currently, this service is only available for flights with Volaris Mexico. If you flew with Volaris Costa Rica or Volaris El Salvador, please get in touch with a customer service agent at the airport to file your report.

Delayed baggage

If your checked baggage did not arrive at the corresponding belt, you can file a report using our self-service module or contact a customer service agent at the airport.

We will try to deliver your baggage within 48 hours of your flight's arrival.

For more information about how to track your baggage, contact us.

Lost baggage

If we have not located your baggage after 3 days from the date of arrival, you may obtain the Claim Form at the destination airport.

Return the completed Claim Form, proof of purchase of the claimed items, boarding pass, identification, valid baggage password, and the Baggage Irregularity Report given to you at the airport.

Upon receipt of your documents, we will contact you. If you prefer, you can contact us through our contact channels for more information about the search process or, in the case of claiming the Baggage Guarantee, as compensation.

Damaged baggage

If your baggage is damaged, you must file your claim immediately upon your flight arrives, reach for one of our Customer Service Agent at the airport.

The following documents and photographs are required, in order to complete your claim:

• Boarding pass

• Baggage claim tag

• Official identification

• Picture of your bagtag (front and back)

• Damaged area picture

• Pictures of your whole luggage

If the report is filed after your arrival, Volaris will conduct the corresponding investigations to follow up on your claim.

Once your documentation has been received, we will contact you as soon as possible. You may also reach us through our customer service department in all our channels, contact us for more information regarding the status of your report.

Limits of liability

Domestic flights

We advise passengers NOT to carry the following items in their checked baggage: money, jewelry, works of art, valuables, electronic devices (radios, mobile phones, computers, cameras, among others), medications, perishable items, liquids, or fragile items. If your situation requires you to transport any of these items, do not forget to check them appropriately.

Remember that Volaris will not be responsible for the loss of any of the items above, which will not be considered baggage if they are transported without Volaris' knowledge or consent.

If baggage does not arrive on the baggage conveyor with the rest of the flight's baggage, the Customer must submit a claim to the Volaris staff in charge of baggage, who will provide them with the corresponding baggage claim form. The same procedure should be followed in the event of damaged baggage.

Destroyed or damaged baggage on domestic flights: Compensation for the destruction of or damage to baggage will be by the provisions outlined in the Civil Aviation Law; for carry-on baggage, it shall be up to the equivalent of 80 (eighty) Units of Measure and Update. For the loss of checked baggage, up to 150 (one hundred and fifty) Units of Measurement and Update will be paid.

Delayed baggage on domestic flights: If a Customer's checked baggage does not arrive at the same time they arrive at their destination, at their request, the Airline will provide them with $250.00 (two hundred and fifty pesos 00/100, MXN) per day for up to three days, that is, a maximum of $750.00 (seven hundred and fifty pesos 00/100, MXN) for each day that passes without their baggage being delivered.

Due to routine handling, baggage may have minor scratches, dents, broken wheels, broken zippers, or dirt. Volaris is not responsible for such damage or any damages resulting from excess baggage content or improperly packed or fragile items.

International flights

Volaris recommends not transporting valuable items such as money, jewelry, works of art, valuables, or electronic devices (radios, cellular phones, computers, and cameras) in your checked baggage.

Suppose baggage does not arrive on the baggage conveyor with the rest of the flight’s baggage. In that case, the Customer must submit a claim to the Volaris staff in charge of baggage within the time frames established in the Convention for the Unification of Certain Rules for International Carriage by Air held in Montreal in 1999 (“the Montreal Convention”) Legal Information. The same procedure should be followed in the event of damaged baggage.

Destroyed or damaged baggage on international flights: Compensation for the destruction of or damage to baggage will be by the limits of liability established by the Montreal Convention.

Delayed baggage on international flights: If a Customer's checked baggage does not arrive at the same time he/she arrives at his/her destination, it will be dealt with by the limits of liability established by the Montreal Convention.