Baggage guarantee

Delayed Baggage on domestic flights and from/to Central & South America

We are committed to ensuring your baggage arrives on the same flight you're on. If that doesn't happen, our baggage guarantee entitles you to an electronic voucher in the amount of $1,000 MXN or $80 USD, depending on the currency used to make the booking.

For the baggage guarantee to be valid, review the following points:

• The baggage guarantee is applicable only when checked baggage does not arrive on the same flight as the customer.
• Baggage is considered checked baggage when Volaris issues a valid claim check and provides the customer with a receipt stating that it is registered in the check-in system.
• The baggage guarantee is valid on routes operated by Volaris in Mexico and Central & South America.
• This guarantee applies to one incident per customer. For example, if a customer has two delayed bags, only one baggage guarantee will be issued.
• The electronic voucher is valid for purchase within 180 (One hundred and eighty) days.

Steps to request the baggage guarantee:

1. If baggage does not arrive on the baggage carousel at the destination, you can file a report using our self-service module or contact a customer service agent at the airport before leaving the baggage claim area.
2. You will receive, within 72 hours after the flight's arrival, an email with the electronic voucher number after the flight's arrival (to the email address provided during the booking process). If the email is not received, you can contact us at tuexperiencia.volaris.com and provide your reservation code to request their electronic voucher number.

 

Delayed baggage on flights to/from the USA

Delayed baggage guarantee (without additional charges)

We are committed to ensuring your baggage arrives on the same flight you're on. If that doesn't happen, our baggage guarantee entitles you to an electronic voucher in the amount of $1,000 MXN or $80 USD, depending on the currency used to make the booking.

Delayed baggage refund offer (with additional charge)

If your checked baggage did not arrive on a flight from/to the USA, you must file a report using our self-service module or contact a customer service agent at the airport before leaving the claim area.

Those customers who paid for a checked bag that had not been delivered to their home, collected at the airport by the customer or by an authorized person by the customer, in the first 15 hours of having reported the delay and traveled on a flight operated by Volaris, may be eligible for a refund in electronic voucher for the amount of $4,500 MXN or $240 USD depending on the currency with which the service was paid, this voucher is equivalent to approximately 150% of the amount paid for the transportation of the checked bag. If you agree to accept the electronic Voucher, please confirm it at the email we will send you.

Volaris will be exempt from refunding baggage with an additional charge under the following situations:

• When you have not cleared your luggage in customs.
• When you did not picked up your baggage at the final destination when it was properly transported by Volaris, you created a connecting flight with separate reservations, and you did not checked in at the following point
• When you voluntarily accept that your baggage travels on a different flight than yours.
• If you did not pay any additional charge for the transportation of checked baggage
• If you did not lift a report to the airline for the delay or loss of baggage.

If you requested or received a refund for delayed or lost baggage, this electronic voucher offer will not be applicable or enforceable.

Do you need to contact our Customer Service team?

Contact us: Customer Service

 

Legal Notices

Terms & conditions, Restrictions, and limitations of the Electronic Voucher

• Valid to purchase and travel with Volaris within 180 (one hundred and eighty) days from the date of issuance.
• This applies to the payment of base rate, taxes, and additional services.
• It can be used on different occasions until the entire amount is used.
• It will be issued in the name of the customer who made the report, and only he or she may use it.
• The electronic voucher will be sent to the email address that the customer provided during the booking process.
• The electronic voucher is non-transferable, cumulative, or refundable in cash.
• If the electronic voucher does not cover the entire purchase amount of a new service, the customer must pay the remainder.
• Once the amount of the electronic voucher has been redeemed, its return or refund cannot be requested.
• There are no name changes on reservations paid with an electronic voucher.
• The electronic voucher will be effective 72 hours after the arrival of the flight.
• This does not apply to customers traveling at the last minute or to baggage that has been delayed due to security restrictions.