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Assistance for people with disabilities

At Volaris, we’re committed to providing inclusive and efficient air travel. We work hard to ensure your flight experience is as enjoyable and high-quality as possible.

Travelers with wheelchairs

If you or a companion needs a wheelchair for your trip, we recommend keeping the following points in mind:

Notify our staff

Wheelchairs are not subject to additional charges beyond your baggage allowance. However, it’s important to notify our staff at least 48 hours in advance if you will be traveling with a wheelchair so they can make the necessary arrangements for its transportation.

Request a wheelchair

Request a wheelchair when booking your flight or upon arrival at our counter. Our staff will assist you with everything you need to move through the airport, to the boarding gate, and onto the plane.

Onboard assistance

Onboard, you will receive the necessary care to ensure a comfortable and safe journey. Upon arrival at your destination, a wheelchair will be provided while we return yours along with your checked baggage.

Wheelchairs with lithium batteries

If you are traveling with mobility devices powered by lithium batteries, you must provide the following information at the check-in counter before your flight:

  • Battery Type: Include the manufacturer and model number (you can find this on the battery label).
  • Number of Batteries: Specify how many you are carrying (installed and spare) and their energy capacity in Wh.
  • Total Device Weight: Include the weight of the device, batteries, and accessories.
  • Dimensions: Provide the length, width, and height of the device.
  • Disassembly Instructions: Indicate whether any parts, including the battery, can be removed. Refer to the MSDS (Material Safety Data Sheet) and the device manual for this information.

 

Important: The device cannot be transported if the battery does not meet the requirements or shows signs of leakage or damage.

Check the complete requirements here

Customers with Disabilities

If you have a different type of disability, you’re welcome to travel with us as long as you meet the flight requirements. Please refer to the medical conditions section for more details.

Visual impairment

You can travel with a service dog at no extra cost. Our customer service team is here to assist you every step of the way.

Hearing impairment

At the check-in counter and boarding areas, you'll find screens displaying flight departure and arrival information.

Speech impairment

If you have any questions, feel free to write us a note, and we’ll be happy to assist you.

Additional recommendations

  • You can request pre-boarding for your convenience.
  • Please request assistance in advance or at the counters when you arrive at the airport.
  • We do not provide continuous supervision or designated companions for passengers with cognitive disabilities.
  • If the traveler has difficulty following safety instructions or requires continuous assistance, they must travel with a companion.
  • Let us know in advance if you need any special assistance so we can provide the best service possible.
  • Guidance is available for boarding, disembarking, and connections for Customers with cognitive or developmental disabilities.
  • If you’re traveling with a service dog, we’ll ensure the best possible seating arrangement for you.
  • Find here the dimensions and clearances of the cargo holds of the aircraft operated by Volaris, as well as the baggage allowance so that you have information about the capacity and limitations on the transport of your assistive devices. This document is for compliance with U.S. Department of Transportation (DOT) regulations on flights to and from the United States.