Volaris

User Experience Report

Week of April 21st, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Volaris's key feedback

Forced App Usage

A significant number of users, approximately 30%, are frustrated with being forced to use the app for check-in, as the online portal is disabled, leading to concerns about data privacy and app functionality.

I am forced to download the app to check-in, and it keeps crashing, which is frustrating.

Payment Issues

Around 25% of users experience problems with payment processing, including unexpected charges and difficulties in adding services like checked luggage or seat selection, causing significant inconvenience.

The app tries to charge me double for adding a checked bag, which is frustrating and misleading.

Document Input Problems

Approximately 20% of users report issues with the app's document scanning feature, which is faulty and prevents manual input, leading to frustration and additional fees at the airport.

The app's forced camera scan for documents is broken, and I can't input my information manually, causing major inconvenience.

Customer Service Frustrations

About 15% of users are dissatisfied with the customer service, citing rude interactions and the inability to resolve issues through the app, which diminishes the overall customer experience.

I've never been treated so rudely by customer service, and the app doesn't help resolve issues.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Viva Aerobus

Viva Aerobus receives high praise for its user-friendly app and efficient service, with many users appreciating the ease of use and smooth check-in process. However, some users report occasional bugs and issues with app updates.

#2 RUNNER UP

Aeromexico

Aeromexico's app is criticized for frequent crashes, login issues, and poor user experience, leading to frustration among users. Despite these issues, some users still appreciate the airline's service and staff.

#3 Straggler

Volaris

Volaris receives mixed feedback, with users appreciating the app's convenience and pricing options, but many express frustration over forced app usage, technical glitches, and poor customer service.

Nuggets

Major Highlights of the Week

Forced App Usage

Customers are frustrated with being forced to download the app for check-in, as the online portal is disabled, leading to concerns about data privacy and app functionality. This mandatory app usage is perceived as a tactic to harvest personal information.

I am forced to download the app to check-in, which keeps crashing, and I will delete it immediately.

Inconsistent Pricing

Users experience discrepancies in pricing when adding services like checked bags, with charges often doubling unexpectedly. This inconsistency undermines trust and complicates the booking process.

The app tries to charge me $159 for a checked bag that should cost $65, and it happens with multiple tickets.

Payment Processing Issues

The app fails to process payments correctly, often returning users to the payment page without explanation, forcing them to seek assistance through multiple calls. This inefficiency disrupts the booking experience and increases customer frustration.

When trying to submit payment, the app just returns to the payment page without any information as to why payment was not processed.

Document Input Problems

The app's document scanning feature is faulty, causing frustration as users cannot manually input their information, leading to check-in issues and additional fees at the airport. This reflects poorly on the app's usability and customer experience.

The forced camera scan document feature is broken, and I can't input my documents manually, causing check-in issues.

Seat Selection Constraints

Customers are unable to change seat selections without incurring additional charges, even when other seats are available, which is seen as an unfair practice. This policy limits flexibility and negatively impacts customer satisfaction.

I can't move my seat without paying first, even though there are plenty of other seats available.

App Functionality Failures

The app frequently crashes and fails to perform basic functions like check-in and adding to wallet, leading to a poor user experience. These technical issues necessitate urgent attention to improve app reliability.

The app doesn't let me check in and keeps crashing, making it unusable.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Forced App Usage

Inconsistent Pricing

Users experience discrepancies in pricing when adding services like checked bags, with charges often doubling unexpectedly. This inconsistency undermines trust and complicates the booking process.

Payment Processing Issues

Document Input Problems

Seat Selection Constraints

App Functionality Failures

Quotes of the week

Hear from some of the most impactful users to drive changes

The app doesn't allow you to add several options at once, such as seat selection or checked luggage. When trying to submit payment, the app just returns to the payment page without any information as to why payment was not processed. I had to call Volaris for help and after the third call was finally helped by a live person.

Josglo

Week of April 21st, 2025

The forced camera scan document to input your documents information is very broken and is causing frustration. Please bring back the manual document input option.

Cutecookiecrumbs

Week of April 21st, 2025

Forcing people to download an app in order to do their boarding check-in is just not it. I will be taking my business elsewhere in the future.

Omar Lomeli

Week of April 21st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

The forced camera scan document to input your documents information is very broken and is causing frustration. Please bring back the manual document input option.

Kelly Williams

Google Play

Forcing people to download an app in order to do their boarding check-in is just not it. I will be taking my business elsewhere in the future.

Koray Okumus

Google Play

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User Experience Report

Volaris

Top Insights This Week

Forced App Usage

Payment Issues

Document Input Problems

Customer Service Frustrations

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts