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Disruption Assistance

If your flight is delayed by more than 2 hours or is canceled within 24 hours before departure, you may access flight change or reservation refund options, subject to eligibility.

What is Disruption Assistance?

At Volaris, we work with HTS (Hopper Technology Solutions) to provide you with more options and peace of mind in the event of a disruption to your trip.

When you add Disruption Assistance to your flight, you can access alternative flight options through HTS, including flights operated by another airline, or request a refund for eligible items in your reservation, subject to the terms and conditions of the service.

Key Benefits:

Flight change operated by Volaris or another airline

Reservation refund option

Available from the time you purchase your flight

How does it work?

Add it when you book your flight

Available exclusively during the booking process at www.volaris.com.

If a disruption occurs

Within 24 hours before your flight’s departure, you can access your reservation in My Trips and review the available options.

Request your option

Go to My Trips > Disruption Assistance.

Complete your request and follow the instructions provided during the process.

What options are available?

Flight Change

HTS may offer an alternative flight to your destination, subject to the applicable service conditions. This flight may be operated by Volaris or another airline and may depart on the same day or the following day.

Refund

If your case meets the eligibility criteria established by HTS, you may request a refund for the covered items in your original reservation.

What You Need to Know

  • Applies to all passengers on the reservation.
  • Applies to all flight segments in the itinerary.
  • Cannot be purchased after the reservation has been issued.
  • Available only for purchases made at www.volaris.com.
  • The Disruption Assistance button is available starting 24 hours before the flight’s departure.
  • Applies to reservations paid with credit card, debit card, FlexPay, and PayPal.
  • Additional services added to the reservation after the initial purchase are non-refundable, including the TUA (Airport Use Fee).
  • Does not apply if you are traveling with a pet.
  • Does not apply to products operated by third parties.

See Terms and Conditions.

Request Your Flight Change

Request a flight change with another airline or a refund in just one click, and we’ll take care of the rest:

  1. Go to My Trips.
  2. Select the “Flight Disruption” button.
  3. Choose from the available flight options. If none of the options work for you, you can request a 100% refund. Restrictions apply.
  4. That’s it! You’re protected in case of a flight disruption.

Frequently Asked Questions

What is Disruption Assistance?

It is an optional add-on product that provides access to flight change or refund options in the event of an Eligible Disruption, subject to validation and eligibility by Hopper Technology Solutions (HTS).

Is it travel insurance?

No. It is an optional add-on product and does not replace travel insurance or any other coverage the customer may choose to purchase.

When can I purchase it?

Only during your initial flight booking at www.volaris.com.

Can I purchase it later?

No. Once your reservation has been completed, the service can no longer be added.

Does it apply to all reservations?

No. Restrictions apply to group bookings, travel agency bookings, v.Business, codeshare flights, and other cases specified in the Terms and Conditions.

When can I use it?

Within 24 hours before your scheduled departure, if your flight is delayed by more than 2 hours or is canceled within 24 hours before departure.

Am I guaranteed to receive a new flight?

The new flight option is subject to availability. HTS will seek to offer an alternative flight to your destination in the same fare class or a lower fare class.

What happens if I miss the new flight assigned to me?

It is the Customer’s responsibility to arrive at the boarding gate on time. Neither HTS nor Volaris will be responsible for missed flights due to passenger delays

What does the refund include?

It may include:

-Base fare

-Taxes

-Fees

-Additional services purchased during the original booking, excluding certain products such as “Hold Your Fare” and taxes associated with paying for your flight in installments.

What does the refund not include?

It does not cover services added after the original booking, regardless of the channel through which they were purchased. This includes any outstanding Airport Use Fee (TUA), the fare difference paid when upgrading a seat, certain products such as “Hold Your Fare,” and taxes associated with paying for your flight in installments.

How long does the refund take?

Once your request has been approved, the refund may take up to approximately 10 business days to be processed

Terms and Conditions

Options in Case of a Disruption:

When using the service within the specified timeframe, Hopper will look for alternative flight options. If none of the available options are suitable, you may choose to receive a refund for your flight.

Refunds include the base fare, surcharges, taxes, applicable fees and charges, as well as additional services purchased during the original booking, excluding certain products such as “Hold Your Fare,” taxes associated with paying for your flight in installments, and any products purchased after the original booking.

Refund Processing:

Refunds are processed through Wise within 10 business days. Customers must comply with Wise’s terms and may need to create an account to receive their refund

Exclusions and Restrictions:

The Service does not apply under certain conditions, such as reservations made through any channel other than the Volaris website.

It must be purchased at the time of booking and applies to all passengers and flight segments within the reservation.

If the passenger splits the reservation into two or more reservations separate from the original booking, they automatically lose the right to use the Service and receive a refund.

Tax and Legal Considerations:

The Disruption Assistance fee includes certain taxes and is subject to the applicable tax rates at the time of purchase.