Note: Volaris will not refuse transportation to Customers with different capabilities or due to their appearance. Persons with different capabilities should not be excluded from benefiting from aerial transportation or related services that are available to other persons. All special services are offered for domestic and international flights unless otherwise stated.

Customers with Allergies

• Our aircrafts are public environments, and we cannot guarantee an allergen-free environment.


• Volaris does not serve peanuts on board; however, peanut residue or oils may be present in the cabin, and cannot be entirely eliminated despite regular cleaning. Some of our snacks may contain other nuts (e.g. walnuts, almonds, or cashews) and other Volaris Customers may bring snacks containing nuts.


• Volaris allows service animals in the cabin. Service animals may travel on board, uncontained, at the feet of the Customer. If you are uncomfortable sitting beside a service animal, please advise a flight attendant who will be happy to relocate you to another seat on board, if available.

Unaccompanied Minors (UM)

• Volaris provides personalized assistance to Customers between 5 and 11 years old. Customers who have reached their 12th birthday and are under 18 years have the option to travel as Unaccompanied Minors, or may purchase tickets as adults.


• The service consists solely and exclusively on directing the Unaccompanied Minor at the airport, from the airline counters to the boarding gate, as well as in the boarding process, during flight, and upon arrival at the destination, for which the service was acquired. This service is only available at the Origin and Destination airports (does not include virtual terminals).


• Volaris will accept Customers between the ages of 2 to 4, as Unaccompanied Minors as long as they are traveling with a family member between the ages of 14 to 17 accepting responsibility for the child. Both must travel as Unaccompanied Minors.

• The service will be completed at the time of landing, when the aircraft arrives at the destination airport. The cost of the service is $100 USD* for international flights and $520 MXN* for domestic flights per Unaccompanied Minor.


• Service may be purchased only during the second step of the online purchasing process in the web page, at the Call Center, or at the various airports at the time of ticket purchase. The Unaccompanied Minor must arrive at the airport on the date of the flight in the company of a person (over the age of 18) who will be responsible for the Customer. This person will have to provide their personal information (including name, telephone number, address, and show an official ID), in addition to also providing the Unaccompanied Minor’s information and that of the third party receiving them at the destination airport. The minor Customer’s companion will be required, no exceptions, to declare under oath that they are stating the truth in relation to the minor Customer’s condition for travel, and that they release Volaris from all responsibilities with respect to their well-being.


• For international flights, the responsible adult will complete the immigration and customs papers for the Unaccompanied Minor for both the country of origin and destination.


• Restrictions: Limited to 6 Unaccompanied Minors per flight.


• For more information or questions please contact our Call Center at U.S. (toll-free) 1 866 988 3527 or Mexico (toll-free) 01 800 122 8000.

Traveling with an infant

• One child under the age of two but more than 7 days old may travel at an additional charge of $35 USD* for international flights and $365 MXN* for domestic flights provided they are accompanied by one fare paying adult and are seated on the adult's lap for the duration of the flight.


• The "Want it All" fare level includes an infant fare with each purchase.


• If you wish to have your infant travel in their own seat, you must have a reserved and paid seat entitling them to food and beverages as well as documented luggage and you must have an FAA approved car seat for the infant. If you wish to have your infant travel in a baby seat, you should purchase an adult ticket for them and ensure that the baby seat is FAA approved for use in aircraft.


• Safety: If the child is not secured in a portable baby-seat, the adult must hold the infant during taxi, takeoff, landing, any time the seatbelt sign is illuminated and when instructed to do so by the flight crew.


• If traveling with two infants, one may travel in the adult's lap, but the other must have a reserved and paid seat which entitles him to food and beverages as well as documented luggage.


• Because of the different number of supplementary oxygen masks found in the Passenger Service Unit (PSU), it is necessary to take into account the maximum limit of Customers permitted in every seat aisle (4 maximum Customers).


• Identification: All parties require identification at the airport. Please bring identification for your infant, as it will be checked. For domestic travel, it can be in the form of a birth certificate or vaccination record. For international travel, your infant must meet exit and entrance requirements at customs.


• Extra baggage allowance: Customers traveling with infants may check in a stroller and combo stroller (stroller with car seat included) at the gate.


• Volaris will accept a standard individual car seat at no additional charge at the airport counter.


• For the infant's own comfort, we suggest that the responsible adult bring along all necessary items and food in their carry-on bags for the baby to be well-taken care of.


• Please inform the crew should you need any special attention.

Customers requiring oxygen

• Tank weight maximum: 11 lb. (5 kgs.) filled at 90% or lower.


• 1 tank per customer.


• 2 tanks per flight.

For international and domestic flights

Oxygen-generating equipment not accepted.

Volaris allows the following Portable Oxygen Containers (POCs) on board:

• AirSep FreeStyle


• AirSep LifeStyle


• Delphi RS-00400


• Inogen One


• Invacare XPO2


• Respironics EverGo


• SeQual Technology Eclipse

• For additional information on acceptable POCs, please contact our Call Center at U.S. (toll-free) 1 866 988 3527 or Mexico (toll-free) 01 800 122 8000.


• It is the Customers responsibility to ensure that they have sufficient batteries to operate the POC during the flight, if necessary.

Customers requiring respirators and respiratory assistance devices

Customers may travel with Ventilators, Respirators or CPAP as respiratory assistance devices.

Respiratory assistance devices should comply with all carry-on baggage polices for size and weight.

The Customer should notify Volaris personnel as to the required conditions for its use during the flight, it is recommended that they are not utilized during critical phases of the flight, for example take off and landing.

Customers with reduced mobility

• Mechanical wheelchairs will be allowed on board, except those that have been modified to be used for purposes other than those intended by their original design.


• Wheelchairs will be stored in the checked baggage compartment and loaded last before takeoff in order to unload them first upon landing.


• Electric, electronic and/or hybrid wheelchairs: In order to cover all domestic and international rules and regulations, and to guarantee flight security.


• Every electric wheelchair transported by plane must have its battery detached and their plugs must be disconnected and sealed with insulation tape.


• In case the batteries should contain any liquid, they must be packed as follows:



• Individually, in a plastic box and sealed to avoid spilling.


• In a box tight enough to avoid shifting of the batteries, covered with enough absorbent material to hold all liquids, should they spill.


• The box must show written legends, such as: "Contains wheelchair battery with liquid electrolyte," or "Contains battery with liquid electrolyte for motor engines".


• The box must also depict drawings of large arrows indicating the vertical position the box must be place in, in order to avoid incorrect transportation or storage.


• Customers with reduced mobility will not be assigned to seats where they may:


• Obstruct the crew in completing their functions


• Obstruct access to emergency equipment


• Obstruct the evacuation of the aircraft in case of an emergency

Pregnant women

• A woman during any stage of her pregnancy is welcome to fly. Women past 7 months must consult a physician and obtain a written confirmation declaring they are acceptable for travel from the city of origin to the destination without any risk. The written confirmation cannot be issued more than 5 days before the flight.


• Seats belts should be worn around the hips and not around the abdomen.


• Customers having given birth less than 7 days prior to travel will not be accepted on board.



Customer of Size (COS)

• In case the Customer should require 2 seats, and if the Customer has not already purchased an extra ticket, the Customer will have to purchase another ticket at the available fare in order to complete their flight.


• The Customer will not be able to occupy seats in either the emergency exit rows or any row with service tables located on the arm rests.

Customers with visual, auditory or vocal impairments

Customers with visual, auditory, or vocal impairments are allowed on board with the following restrictions:

• The Customer will not be allowed to sit in the emergency exit rows.


• Customers who cannot establish a means of communication in order to understand the Safety instructions must travel with an attendant.

Unaccompanied seniors

Volaris provides personalized assistance to Customers aged 60 and older who may need help during their travel. The service consists solely and exclusively in directing the Senior person at the airport, from the airline counters to the boarding gate, as well as in the boarding process, during flight, and upon arrival at the destination, for which the service was acquired.

The service will be completed at the time of landing, when the aircraft arrives at the destination airport. The cost of the service is $100 USD* for international flights and $520 MXN* for domestic flights per senior person.

The service only applies to non-stop flight operated by Volaris.

Service may be purchased only during the online purchasing process, at the Call Center, or at the various airports at the time of ticket purchase. The Unaccompanied Senior must arrive at the airport on the date of the flight in the company of a person (over the age of 18) who will be responsible for the Customer. This person will have to provide their personal information (including name, telephone number, address, and show an official ID), in addition to also providing the Unaccompanied Senior’s information and that of the third party receiving them at the destination airport. The Senior Customer’s companion will be required, no exceptions, to declare under oath that they are stating the truth in relation to the Senior Customer’s condition for travel, and that they release Volaris from all responsibilities with respect to their well being.

Restrictions: Limited to 2 Unaccompanied Seniors per flight. Service does not apply to Seniors who:

• Require specialized medical attention


• Suffer from chronic or degenerative diseases


• Present physical or mental conditions that do not allow them to be self-sufficient. Service is nontransferable.

Customers traveling with an illness

Customers traveling with an illness will always be allowed on board as long as they do not constitute any threat to the security of the flight, the Customers or the Crew.

Transportation will not be revoked, a medical certificate will not be required, and conditions will not be imposed on Customers with an illness unless:

The condition of the Customer constitutes a significant threat to the health and security of the other Customers and the Crew, such as:

• Smallpox


• Diphtheria


• Tuberculosis


• Hepatitis


• Measles


• Meningitis


• Open or bleeding wounds


• And all evident threats

If there is a reasonable doubt regarding the medical condition of the Customer and their ability to complete the flight in a secure way without requiring medical assistance, a medical certificate will not be required as a condition of acceptance unless:

• The Customer will require medical oxygen during the flight


• The Customer appears to be contagious or has another condition that may represent a threat to the security of the rest of the Customers on board (the medical certificate should indicate that no actual risks of contagion to the other Customers exists).

Restrictions:

• The Customer will not be allowed to sit in the emergency exit rows.


• Customers that require to be transported by stretcher will not be accepted.

Customers bringing medications on board

Customers should take any prescribed medication on board with them. Volaris employees are not permitted to administer or give out any type of medication. Customers who may require medication during flight and are unable to administer it themselves will be required to travel with an attendant.

Service animals

Only animals trained to assist people with special needs or those necessary for emotional support will be allowed on board, providing they fulfill the following requirements:

• For emotional support animals, the Customer must present a medical certificate from a certified Doctor stating the animal is necessary for the treatment of mental illnesses and proof of ownership at the check-in counter, during the luggage documentation process and when boarding the plane.


• The certificate cannot have been issued more than 1 year before the flight and must state that you are under the medical supervision of the Doctor.


• For service animals, identification is not necessary; the Customer’s verbal assurance will be sufficient.


• The animal will not travel next to an emergency exit.


• The animal must have fulfilled all sanitary regulations established by law.

Customers with any service requests not previously mentioned

Please contact our Call Center at U.S. (toll-free) 1 866 988 3527 or Mexico (toll-free) 01 800 122 8000 for assistance and additional information on the range of services provided to our Customers with varying abilities.

You may obtain a copy of the Non-discrimination on the Basis of Disability in Air Travel in an accessible format from the Department of Transportation by any of the following means:

• By telephone to the Aviation Consumer Protection Division at 202 366 2220 (voice) or 202 366 0511 (TTY)
  
  By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave. SE, West Building, Room W96-432, Washington, DC 20590


• On the Aviation Consumer Protection Division’s website http://airconsumer.ost.dot.gov

*Taxes may apply