Volaris partners with HTS to offer self-service disruption assistance

Volaris has partnered with HTS to launch a new premium service giving passengers more control when flights are disrupted, with flexible rebooking options or a 100% refund through a convenient self-service tool.

Summary:

Volaris has launched Disruption Assistance, powered by HTS, offering passengers greater flexibility and control when facing flight delays of more than two hours or same-day cancellations.
The optional service allows eligible travellers to rebook on Volaris or another airline, with rebooking costs covered by HTS, or receive a 100% refund of their trip cost through a self-service tool.
The launch highlights how airlines are using digital self-service solutions and premium ancillary products to enhance passenger experience, increase flexibility and give travellers greater control during disruption.

Volaris has introduced Disruption Assistance powered by HTS (Hopper Technology Solutions), a new premium service that gives customers more flexibility and decision-making power when facing unexpected events on the day of their flight. With this product, the airline adds a new option for travellers to have greater confidence and control over their itinerary, regardless of the reason for the disruption.

In the event of a delay of more than two hours or a cancellation on the day of travel, customers who have purchased this coverage can choose between two options: rebook their flight, either on Volaris or another airline paid by HTS, or, if no rebooking alternative works for them, receive a 100% refund of their trip cost, while keeping their disrupted flight. Customers can easily rebook themselves or receive a refund with a user-friendly self-serve tool.

This new service complements the obligations Volaris already has with its customers in disruption situations, and in no way replaces them or releases the airline from its responsibilities. It is an additional premium benefit, available to those who want greater flexibility.

“At Volaris, we want our customers to travel with the confidence of knowing they have more options at their fingertips,” said Verónica Nieto Calvo, Director of Ancillary Revenue and Dynamic Pricing, Volaris. “With Disruption Assistance, we give them the ability to choose how to resolve an unexpected situation: by rebooking their trip in the way that works best for them, backed by a service guarantee equal to the price of their ticket. This is about adding real flexibility to the travel experience when they need it most.”

The product is optional and can be purchased at the time of flight booking through Volaris.com. Pricing is dynamic and varies based on the selected route and other factors, and it is the customer who decides whether to include it in their purchase.

“Disruption Assistance gives travellers greater control and confidence by delivering immediate, flexible options when their plans are disrupted,” said Ella Alkalay Schreiber, SVP & GM of Fintech at HTS (Hopper Technology Solutions). “Volaris’ focus on innovation and delivering greater flexibility for its customers makes them an ideal partner to introduce this solution and deliver a more seamless travel experience.”

This initiative responds to a global trend among airlines seeking to offer greater flexibility to passengers facing disruptions, recognising that giving travellers more control over their decisions, whether rebooking their flight or receiving a refund, has become an increasingly valued standard among modern travellers.