What to do in case of delayed, damaged, or lost baggage

Delayed baggage

If your checked baggage does not arrive on the corresponding baggage conveyor, a Customer Service Agent will issue a Baggage Irregularity Report.

We will do everything we can to ensure that your baggage is delivered within a maximum of 24 hours after your flight arrives.

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

 

Damaged baggage

File your initial damage claim as soon as you arrive at your destination and a Customer Service Agent will issue a Baggage Irregularity Report.

If you report the damage later, Volaris will still conduct the investigations relevant to your claim, but it will not be subject to compensation. You may request a Claim Form at the airport of destination. Complete the Claim Form and submit it or hand it in at the airport along with your boarding pass, ID, a valid baggage claim check, and the Baggage Irregularity Report that you received at the airport.

We’ll get in touch with you shortly after receiving your documents or, if you prefer, contact us for more information about the compensation process.

 

Lost baggage

If we haven't located your baggage within 3 days of your arrival, you may request a Claim Form at the airport of destination.

Send the completed Claim Form along with proof of purchase of the claimed items, your boarding pass, ID, a valid baggage claim check, and the Baggage Irregularity Report that you received at the airport.

We’ll get in touch with you shortly after receiving your documents or, if you prefer, contact us for more information about the retrieval of your lost baggage or, if applicable, to request the Baggage Guarantee compensation. 

 

Limits of liability for 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.

Keep in mind that Volaris will not be responsible for the loss of any of the aforementioned items, which will not be considered as baggage if they are transported without the knowledge or consent of Volaris.

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 him/her 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 the equivalent of 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 he/she arrives at his/her destination, at his/her request, the Airline will provide him/her 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 his/her baggage being delivered.

Due to the normal handling of baggage, it may have small scratches, dents, broken wheels, broken zippers, or dirt. Volaris is not responsible for such damage or for any damages that may result from excess baggage content or improperly packed or fragile items.         

 

Limit of liability for 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, among others) in your checked baggage.

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 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.