Complaint Review: Volaris Airline

I was on Volaris website trying to purchase tickets for 4 people, thinking I would try and save some money. Just this past January about 50 family members and friends flew with Volaris and they didn't have any problems with their tickets or flight. I thought it would be the same with me.

I chose my flight and input all the information for the passengers then finally put my debit card information. I hit the submit button and the website kicked me out and took me to the page where you look for flights. I never had a confirmation page or an error page. I assumed that the transaction did not go through.

About 1 hour later, I tried to purchase tickets again. And again the same thing happened when I hit the submit button. No confirmation that the transaction had gone through no error message, it just sent me to the page where you search for flights. By this time I gave up thinking that something was up with their system. Well later that night I checked my bank account online and long behold 2 pending transactions from Volaris for the same amount of money $1,389 that's $2,778 on hold pending.

I immediately contacted Volaris and the customer service rep told me to call back the next day that the finacial department was closed. I called back the next day and spoke to a rep told her my situation she transfered me to a spanish speaking management who told me that they would give me credit or something I couldn't really understand her because my spanish isn't all that great. Then I called again later, I told the rep my situation and was put on hold for 1 hr I hung up. Called again told my story again , put on hold for English speaking management for another hour. I hung up

Called again a third time and after speaking to a reps that told me that the refund would take 20-30 days and I had to send them documentation of the transactions on bank statements and a copy of my photo I.D then to call them back after I sent this information. I asked to speak to a manager and then put on hold for 50 min. I hung up.

Multiple reps. Hours on hold. No empathy. Awful customer service.

I contacted my bank and they told me that the transaction haven't even gone through and Volaris could just cancel one of the transaction but the rep said no. It's insane their customer service is terrible and I wish I would have gone with a different airline. And I cannot wait 20-30days for my refund I have bills and kids.!! Please can anyone help?

I'm not trying to get both sets of tickets refunded just one set. Help me!