Volaris passengers blame airline for missing flight - DC News FOX 5 DC WTTG

Volaris passengers blame airline for missing flight

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PHOENIX -

Volaris Airlines is new to Sky Harbor.

In fact, they just started offering direct flights from Phoenix to Mexico City this month.

But they've been hitting some turbulence with passengers after about a dozen of them missed their flight Sunday morning. They say it's the airline's fault.

Passengers who missed their flight say when they booked the flight weeks ago their flight time said 1:24 p.m.

But when they got to the airport Sunday afternoon, they found out their flight took off early in the morning, without them.

"The Volaris rep. said, 'Well, it was 1:23 a.m., not p.m.," said Bill Krauss.  

Krauss drove up from Tucson to catch the flight.

"Then the real grouch is, okay you missed it, they already told me the flight is empty tonight, put me on it 12 hours later. 'No, you missed your flight, you're out the money'," said Krauss.

He wasn't alone.

About a dozen other passengers experienced the same mixup, insisting the website said 1:23 p.m.

Volaris representatives say they couldn't go on camera, but tell me this happens all the time.

They say its passengers misread the times of their flights and the website clearly states times are in military time.

They also say they didn't refuse to help customers. They say its a difficult process to get tickets because they have to get permission from supervisors in Mexico, but they say they got all the passengers booked on another flight.

But these passengers say they were booked on the next 1:23 a.m. flight to Mexico City
only after FOX 10 showed up with our camera.

"If we wouldn't call you guys, they wouldn't put nobody on another flight," said Roseann Vazquez.

On their new boarding ticket, the times were not in military time.

The returning flight to Phoenix says 6:39. When Roseann checked online, it showed the military time of 18:39.

She double checked with the ticket agent, and indeed, the 6:39 flight was scheduled to leave Mexico at 6:39 p.m.

"We're never flying here again," said Vazquez.

"I enjoy this beautiful airport for 14 hours instead of the two that I planned," said Krauss.

This is at least the second time this type of flight time mix-up has left Volaris passengers stranded at Sky Harbor airport.

Passengers on other Volaris flights have complained about the same thing.

Right now, the departure and arrival times are listed in military time on Volaris' website, but there isn't a disclaimer on there that clearly states the times are listed in military time.

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