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Baggage guarantee

We understand how important your baggage is for every journey you take. That’s why we offer a guarantee to give you peace of mind and support if you experience any delays.

Delayed baggage on flights within Mexico and to/from Central and South America

How does our Baggage guarantee work?

We want to ensure your baggage arrives on the same flight! If it doesn't, no worries—you can take advantage of our Baggage guarantee. We'll provide you with an electronic voucher worth 1,000 MXN or $80 USD, depending on the currency you used for your reservation.

To learn more about how to validate the guarantee, please check out our terms and conditions. We're here to help!

Steps to claim your guarantee

If your baggage does not appear on the carousel at your final destination, follow these steps:

1. You can file a report using our self-service module or speak with a customer service agent at the airport before leaving the claim area.

2. Within 72 hours of your flight's arrival, you will receive an email with your electronic voucher number sent to the address you provided in the report.

3. If you do not receive the email, please get in touch with us. We will provide you with your electronic voucher number. Make sure to have your reservation code ready when you reach out.

Delayed baggage on flights to/from the United States

We are dedicated to ensuring that your baggage arrives on the same flight as you. If it does not, you will be eligible for our Baggage guarantee, which offers an electronic voucher worth either $1,000 MXN or $80 USD, depending on the currency used for your reservation.

If your baggage did not arrive on time, please file a report through our self-service module or speak to a customer service agent at the airport before leaving the claim area.

Customers who paid for a checked bag that was not delivered to their home or picked up at the airport—whether by themselves or by an authorized person—within the first 15 hours after the flight's arrival and who traveled on a flight operated by Volaris, may be eligible for a refund. This refund will be issued as an electronic voucher worth MXN 4,500 or USD 240, depending on how the service was paid. This voucher represents approximately 150% of the amount paid for the transportation of the checked bag. If you accept the electronic voucher, please confirm your acceptance in the email we will send you.

Please note that this electronic voucher offer is not applicable if you have requested or received a refund for delayed or lost baggage.

For more information, please refer to the terms and conditions section, which outlines the situations in which Volaris is exempt from providing a refund.

If you need further assistance

Please contact us through our official channels and we will be happy to help.

Legal information

Terms and conditions for guarantee on flights within Mexico and to or from Central and South America

- The Baggage guarantee applies only when checked baggage does not arrive on the same flight as the passenger.

- Checked baggage is any luggage for which Volaris issues a valid tag and provides a receipt registered in the check-in system.

- This Baggage guarantee is valid for domestic flights and flights to/from Central and South America.

- It applies to one incident per customer; therefore, if two bags are delayed, the customer is entitled to only one Baggage guarantee.

- The electronic voucher provided under this guarantee is valid for purchases for 180 days (one hundred eighty days).

Electronic voucher terms and conditions

- Valid for purchases with Volaris within 180 (one hundred eighty) days from the date of issuance.

- Applies to the payment of base fare, taxes, and additional services.

- It can be used on different occasions until the total amount is consumed.

- It will be issued in the name of the customer filing the report, and only they may use it.

- It will be sent to the email address registered in the report.

- It is non-transferable, non-accumulative, and non-refundable in cash.

- If the flight fare cost exceeds the electronic credit amount when redeeming the voucher, the difference must be covered.

- No refund or reinstatement can be requested once the electronic credit amount is redeemed.

- No name changes are allowed in reservations paid with electronic credit.

- The electronic voucher will be effective 72 hours after the flight arrives.

This does not apply to customers traveling at the last minute or to baggage delayed due to security restrictions.

Refund exemptions for flights to and from the United States

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

1. If you still need to clear customs for your baggage.  

2. If you had not collected your baggage at the final destination when Volaris properly transported it, or if you created a connecting flight with separate reservations and did not check in at the next point.  

3. If you voluntarily agreed that your baggage would travel on a different flight than yours,  

4. If you did not pay any additional charges for the transport of checked baggage.  

5. If you still need to submit a report to the airline for delayed or lost baggage.