Optional Services


Where can I learn about the combos that Volaris offers?

See all the benefits of our More Baggage, More Flexibility, and More Speed here.


Where can I buy the combos?

You can only purchase them when you buy your ticket, either at www.volaris.com, via the Call Center, or at the airport ticket counters.


What benefits do I have if I pay for my combos with the INVEX card?

In addition to the benefits of the combo you choose, you are allowed to take up to 22 lb (10 kg) extra in your first item of checked baggage. (77 lb (35 kg) in total).

What is the priority boarding benefit included in the More Speed Combo?

With this service, you won't have to worry about waiting at the boarding gate since you can be one of the first to get on the plane and stow your carry-on baggage before anyone else.

How does the service to take an Earlier or Later flight work with the More Flexibility Combo?

With this service, you'll be able to change your flight to the same destination to one immediately before or after. You can change your flight up to 4 hours before the original flight in the My Trips or by contacting our Call Center. You can change your flight at the airport ticket counters from 24 hours before your original flight up to 30 minutes after.


Will I receive a reference number or specific password as a beneficiary of TripAssistance?

When you purchase the TripAssistance service, the policy will be sent to the email address you provided at the time of booking. With this service, you will be protected from 24 hours prior until 24 hours after your flight.


Is the TripAssistance service per person or per reservation?

The TripAssistance service is booked per person.

On-Time Performance Guarantee

 How does the On-Time Performance Guarantee work?

With the purchase of this service, if you arrive at your destination more than 30 minutes late (according to the arrival time documented by the Operations Control Center), you will receive an electronic credit of $1,000 MXN or $100 USD depending on the currency used to make the booking. The credit will be sent to the email address registered during the booking process and is valid for purchase and travel for 6 months.


Shuttle Service

How can I book a Shuttle?

To book a shuttle, go to Autos Volaris and follow these steps:

In the search box, choose: 

a. Where the customer will be picked up and where they'll be taken (airport or hotel address)

b. Pick-up date (round trip)

c. Number of people

d. Book


Where can I see the Shuttle schedule?

The Shuttle service schedule matches the scheduled departures and arrivals at the Cancun Airport.


Can I buy the service once I arrive at the airport?

You can purchase this service during your booking process, in My Trips, or by contacting our Call Center. Note that this service is not available at the airport, so you must buy it in advance.


Can I get an invoice for the Shuttle service directly from Volaris?

To get an invoice for your Shuttle service, you must contact Mayatours. You can contact them through our Call Center from Mexico at (998) 847 4749 / 868 3029, or by emailing reservaciones@shuttlevolaris.com.


What can I do if an unforeseen event happens with my Shuttle service?

You can contact the Mayatours service provider directly from Mexico through the Call Center at (998) 847 4749 / 868 3029, by emailing reservaciones@shuttlevolaris.com, or via WhatsApp at 9981 121 724.


Where can I download my shopping voucher?

 You can download your shopping voucher at CarTrawler website.


Who can I contact if I have questions about my service purchased on Cartrawler?

To contact Cartrawler directly, call:

· From Mexico: +52 554 746 9798

  Mon - Sun: 2 am - 2 pm CST

· From USA:  001 855 454 9316 / 001 646 845 1888

  (24 hrs)

· Additional numbers: https://www.cartrawler.com/ct/services/customers/


Note: the numbers above are from the Cartrawler call center. The driver's number will appear on the confirmation voucher received by the customer.


E-mail for Customer support: customercare@cartrawler.com

Fly with your pet

Which pets can travel with Volaris?

Cats and dogs that meet the requirements and documentation may travel with you. Consider the special care you should take with your Pet on Board or Pet in Belly.


What happens if my pet does not arrive on my flight?

If your pet does not arrive on the same flight, look for a Volaris customer service agent in the airport and give them your name and reservation number so that they can help you with information regarding your pet's arrival.


What requirements must my pet meet to travel onboard?

Your pet must weigh a maximum of 22 lb (10 kg), including the kennel, be in good health and have the required health certificates, be harmless, free of odor, and not require attention during transportation. See more information on the Fly with your Pet section.

Can I travel with service animals?

Yes, Volaris allows the transportation of service dogs in the cabin on all its flights at no additional charge. Check the requirements in the Support Animals section.

Volaris Hotels

Who can I contact if an unforeseen event happens with my hotel service?

You can contact our Volaris Hotels Call Center: 01-800-272-0248.


What can I do to avoid losing my hotel reservation if my flight is cancelled?

Contact our Volaris Hotels Call Center: 01-800-272-0248 or visit Volaris Hotels.

Car Rental

At which destinations can I rent a car with Volaris?

The Volaris Car Rental service is available both nationally and internationally. 


Can I rent a car in one destination and leave it in a different one? 

Yes. You only have to specify the places of delivery and return at the moment of purchasing your flight. Go to Volaris Cars for more information.

Cross Border Xpress CBX

Can I use my boarding pass to cross the CBX bridge?

Your boarding pass is the proof required to use the CBX. Note that you must also present your visa and passport if you are traveling from Mexico to the United States.


Can I leave the CBX Terminal and return later?

Upon arrival in Tijuana, passengers must go directly to the CBX sky bridge to cross the border, which means it is not possible to leave the CBX Terminal.


Who can I contact if I have a question about customs or immigration at CBX?

You can get information about Customs and Immigration in the CBX Customer Information Center (located in the West Wing of the terminal), or you can send an email to support@crossborderxpress.com.


Can I use the CBX Skybridge if I don’t have a boarding pass?

No. The CBX sky bridge is only for passengers with a valid boarding pass for a flight leaving from Tijuana or arriving into Tijuana within the next 24 hours.


Do children have to pay for the CBX Shuttle service?

Minors under 2 years old (24 months) may use the Shuttle service at CBX free of charge when traveling in the same seat as the adult who has purchased a ticket.


What is the cost for the CBX Shuttle service to Los Angeles or points in between?

The CBX Shuttle service to Los Angeles and points in between has a cost of USD 26 per person; minors under 2 years old (24 months) travel for free.


Does the CBX Shuttle go to Las Americas Premium Outlets?

Yes. The CBX Shuttle service leaves for Las Americas Premium Outlets every thirty minutes. Remember to pay in advance for your trip.


What is the price per person to go to San Ysidro or Las Americas Premium Outlets on the CBX Shuttle?

The CBX Shuttle service to San Ysidro and/or the Las Americas Premium Outlets has a price of USD 7 per person; minors under 2 years old (24 months) travel for free.


What is the price per person to go to San Diego Airport or Santa Fe Depot on the CBX shuttle?

The CBX Shuttle service to San Diego Airport and/or Santa Fe Deport has a price of USD 12 per person; minors under 2 years old (24 months) travel for free.


Who can I contact if I have questions, would like more information, or if I want to discuss a certain situation regarding the CBX Shuttle service?

For any questions, complaints, or clarifications regarding the CBX Shuttle service, you may contact the Damaris Express Call Center from 6 am to 2 am at 619-952-9846 or send an e-mail to support@damarisexpressinc.com.


Does the CBX Shuttle have a restroom?

Currently, only CBX Shuttles making transfers to Los Angeles are equipped with restrooms.


What is the capacity of CBX Shuttles?

The Shuttle service leaving from CBX has a capacity of between 52 and 56 passengers.


Where can I find the shuttles when I arrive at the Cross Border Xpress (CBX)?

Once you cross the skybridge, you will see the CBX Shuttle service right next the immigration counters.


Who can we contact if we have questions after arriving at the Cross Border Xpress (CBX)?

If you have any questions about the service, go directly to the CBX Shuttle staff.


What happens if I miss my flight or if my itinerary was changed for operational reasons? Can I still use the CBX Shuttle service?

 If you missed your flight or made a change to your itinerary, you can still use the CBX Shuttle service so long as you go to the Damaris Express attendants to reschedule your trip. You can also contact the Damaris Express Call Center directly between 6 am and 2 am at: 619-952-9846 or send an email to support@damarisexpressinc.com.


What happens if my itinerary was changed for operational reasons and the service is not available for the rescheduled flight due to being after hours?

For your convenience, the CBX Shuttle service offers a wide range of departure times, but if your flight arrives outside of operating hours, you will receive a refund.


If my flight was canceled for some reason, is the CBX Shuttle service still refundable?

If your flight was canceled, you can request a CBX Shuttle service with a validity of up to 6 months, or you can request a refund within the first 7 days after your flight was canceled.

In-flight menu

Is the in-flight menu included in the cost of the flight?

With Volaris, you choose how you fly (Basic, Classic, or Plus) along with the extra services you need to travel the way you like and at the best price. You can always add Optional Services to your trip, such as items from the in-flight menu, at an additional cost.


Can I build the meal package that I desire?

Yes, the In the Clouds Menu provides you with variety of delicious food and beverage options that you can order à la carte or as a meal for the best price.


What method of payments are accepted on board?

On board you can pay with cash (Mexican pesos only) or with a Visa or MasterCard credit or debit card.


Do you sell baby food or formula sold?

Our menu does not offer baby food. You may bring the food you consider necessary for the course of the trip in your infant's baggage. Check our policy for traveling with infants for more information.


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