Possible Baggage Problems

Possible Baggage Problems

BAGGAGE DELAY

If your baggage doesn’t arrive, a customer service advisor will file a baggage irregularity report.

We will do everything we can to ensure that you receive your baggage no later than 24 hours after your arrival. 

For more information about tracking your baggage, call 01-55-1102-8000. (Press 9 for the baggage department).

 

LOST BAGGAGE 

If we haven't located your baggage 3 days after your arrival, ask for a complaint form at the airport or request one by sending an email to equipajes.cc@volaris.com 

Complete the form and email it to the address above or hand it in at the airport with proof of purchase of the items claimed, your boarding pass, ID, a valid baggage claim check, and the baggage irregularity report that was given to you at the airport. 

We’ll get in touch with you shortly after receiving your documents. Or if you prefer, you can call 01-55-1102-8000 for more information about retrieving lost baggage or to inquire about the compensation process.

In the course of normal handling, your baggage may have minor scratches, dents, broken wheels, or broken zippers and may become dirty. Volaris is not responsible for such damage or for any damage that may result from excess baggage content or improper packing of fragile items.

 

DAMAGED BAGGAGE

Make a damage complaint as soon as you arrive and a customer service advisor will file a baggage irregularity report.

If you don’t make a complaint as soon as you arrive, Volaris will still investigate your claim but you will not be eligible for compensation. Request the complaint form at the airport or by emailing equipajes.cc@volaris.com. Complete the form and email it to the address above, or hand it in at the airport with your boarding pass, ID, valid baggage claim check, and the baggage irregularity report that was given to you at the airport. 

We’ll get in touch with you shortly after receiving your documents. If you prefer, you can call 01-55-1102-8000 for more information about the compensation process.

 

BAGGAGE LIABILITY (DOMESTIC FLIGHTS)

The Passenger SHALL NOT CARRY in checked baggage: money, jewelry, art pieces, securities, stocks, bonds, electronic devices such as radios, cell phones, computers and cameras, among others; medication and treatments, perishables, liquids, fragile items. It is also prohibited to carry weapons of any kind, gases, flammable substances, lighters, corrosive items, explosives and magnets among other things. Volaris will not be responsible for the loss of any of the aforementioned items, which will not be considered as baggage, and are being carried without the knowledge or consent of Volaris.

If for any reason the Customer’s checked baggage does not arrive at the assigned conveyor with the rest of the flight’s baggage, the Customer shall present a claim with the Volaris personnel in charge, who will provide him/her with a baggage claim form. The same procedure shall be followed in case of baggage damage.

Baggage loss or Damage (International Flights): Compensation due to damage or loss of the checked baggage will be determined pursuant to Mexico’s Civil Aviation Law; For damages or loss of hand/cabin baggage up to 80 (eighty) Units of Measurement and Update. For damage or loss of checked baggage, up to 150 (one hundred and fifty) Units of Measurement and Updating will be paid.

Baggage delay (International Flights): If a customer’s checked baggage does not arrive at the city of destination, the responsibility will be determined pursuant to and in accordance with the limits established in the Montreal Convention upon customer’s request, the Airline will provide for each day of delay, the amount of $250.00 (two hundred and fifty pesos and 00/100) per day for up to three days, meaning that the Customer will receive a maximum of $750.00 (seven hundred and fifty pesos and 00/100) as compensation for the checked baggage delay.

 

BAGGAGE LIABILITY (INTERNATIONAL FLIGHTS)

The Passenger SHALL NOT CARRY in checked baggage medication and treatments, perishables, liquids, or fragile items. It is also prohibited to carry weapons of any kind, gases, flammable substances, lighters, corrosive items, explosives and magnets, among other things.

Volaris does not recommend the transportation of valuable items such as money, jewelry, art pieces and values, or electronic articles such as radios, cell phones, computers, cameras, among others, in checked baggage. 

If a customer’s checked baggage does not arrive at the city of destination, the responsibility will be determined pursuant to and in accordance with the limits established in the Montreal Convention.

Baggage damage or loss (International Flights): compensation due to damage or loss of the checked baggage will be determined pursuant to and in accordance with the limits established in the Montreal Convention.

Baggage delay (International Flights): If Customer’s checked baggage does not arrive at the city of destination with him, responsibility will be determined pursuant to and in accordance with the limits established in the Montreal Convention. 

 

RESTRICTIONS ON BAGGAGE GUARANTEE

· The guarantee is non-transferable and valid for 30 (thirty) days.

· It may be used to buy air travel but can be applied only to the base rate.

· It does not apply to taxes, fees, or additional services.

· It is independent from any possible compensation due to delay, cargo delay, or lost baggage.

· It does not apply to last-minute baggage check or to baggage that was delayed due to security restrictions.

· It can only be used once and cannot be applied to other promotions.

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