Can I cancel my insurance certificate?

The certificate can only be canceled if the passenger cancels their entire Volaris reservation. The cancellation of the reservation is subject to Volaris' policies.

What does my Certificate cover?

Your Certificate covers unexpected events while you’re away from home, such as lost baggage, flight cancellations, accidents, illnesses, unexpected travel delays, and more.

For more details, check the General Conditions.

Where can I find my Certificate?

The Certificate is sent to the email registered with Volaris. If you need it to be resent, use our WhatsApp Bot at 56 1652 2139. Enter your Volaris reservation code to download the information directly to your phone.

What happens if I change my itinerary?

Your previous Certificate will be canceled, and you’ll receive a new one for the updated itinerary.

Where can I find the General Terms of my Certificate?

The General Terms are emailed to your address on file with Volaris. If you need them to be resent, use our WhatsApp Bot at 56 1652 2139. Enter your Volaris reservation code to download the information directly to your phone.

What is the coverage period of my insurance?

The coverage applies 24 hours before the beginning of my flight and ends 24 hours after the arrival date. For round trips it will apply during the period the traveler is on the trip, if the round trips flight has been contracted from the beginning of the trip. On round trips on international flights that exceed 90 days, coverages expire as of the 91st day.

If Volaris cancels my flight, will the airfare refund be covered?

We recommend checking Volaris' terms and conditions to understand the alternatives before filing a claim with the insurance company.

When is my luggage considered lost?

Delayed baggage with the airline

If your baggage doesn’t arrive on the same flight as you, immediately visit a Volaris customer service agent to file a baggage irregularity report. Alternatively, you can use our self-service portal.

If the delay exceeds 8 hours, you may purchase essential items and submit a reimbursement claim with the insurer. Keep all receipts and invoices, as these will be required for your claim.

Lost baggage with the airline

Contact us if your baggage has not been located within 7 days of arrival. Ensure you have the following documents:

- Proof of purchase for claimed items
- Boarding pass
- Government-issued ID
- Baggage irregularity report issued at the airport

Once Volaris completes the compensation process, you can proceed with your claim through the insurance company.

How long will it take to receive compensation for damaged or delayed luggage?

We’ve implemented an expedited refund process for delayed baggage through our Fast Track service applicable up to 24 hours after the flight's arrival.

Submit your claim with the following documents with the insurance company:

- Receipt of the claim made at Volaris
- Official ID (INE or passport)
- Itinerary confirming the checked bag or ticket
- Debit bank statement (no more than 1 month old)

If the documentation is complete, the insurance company will proceed with an initial payment of $1,500 MN (for national trips) and $100 USD (for international trips) within 5 business days. Once the status of your baggage is confirmed, the remaining balance will be reimbursed if applicable (this process is independent of Volaris).

What items are considered baggage?

This includes carry-on bags, checked baggage, sports equipment, musical instruments, strollers, wheelchairs, and any items checked by Volaris' baggage policy.

Traveling with my pet: What animals can be insured?

Only dogs and cats are allowed. We recommend visiting our pet travel section to learn about all the requirements for traveling with your dog or cat.

What coverage does my pet have?

- Boarding in the country of residence
- Medical expenses or death: Coverage for your pet in case of an accident while traveling with the insured passenger
- Damage to Kennel or Carrier: Covers damage to the kennel or animal carrier, only if it is checked in

For more details, please review the terms and conditions for domestic and international travel.

Need a receipt?

Request an invoice for your entire Volaris reservation through our online billing portal.