The following is the email sent to Volaris, with no response regarding their shuttle service that left us stranded late in the evening just north of the US border.
This is yet another attempt to reach you as I just noticed what I believe was an error in your email address. I have attempted a couple of other options, but have not yet heard back. Thank you for your patience.
First, let me say that our flight experience from La Paz to Tijuana with Volaris was excellent. The flight departed on time, arrived early. Onboard, the staff was
courteous and like the flight, the service delivery was excellent. All setting an expectation for the shuttle segment of our trip to San Diego.
At the airport in Tijuana we found the shuttle representative who directed us to the bus deport. We were advised that at the deport our names would be called ten minutes prior to departure and we then would be directed to the shuttle. At five minutes prior to departure, we had to track down the representative and ask about the departure, and point out to her that we had a reservation.
Now on the 6pm shuttle, we expected that the trip would take us to the border where we would clear customs and then re-board the shuttle and complete the trip to San Diego. Instead, the shuttle dropped us into the que waiting to cross the border on foot. They communicated the assurance that they would be waiting when we cleared customs, and we would find them in the pizza parking lot just north of the border.
The wait to clear US Customs took nearly 2 hours, and was not at all anticipated. When we finally cleared it was dark, and we found our way to the pizza parking lot. The shuttle was not waiting. We waited in the cold and since it begin to appear that it may not arrive, a member of our group awaiting the shuttle called Volaris. The response of the Volaris representative on the phone - "we cannot assure you that a shuttle will be available, so you will need to figure out transportation on your own. It is now 9:30pm and keep in mind that we borded the shuttle at 6pm.
A member of our group did find us transportation that enabled us to complete our trip to San Diego. It was not inexpensive, and the cost was not anticipated.
The overall experience was tiring and very disappointing. Being left in a dark parking lot on a cold evening in an unfamiliar location does not at all seem true to the spirit of Volaris. Fortunately we did not book the shuttle for our return to Tijuana on 07 April when we are scheduled on a return flight to La Paz (AKQATG). At this time we have no idea how we will be completing this leg of the trip, but hopefully we can do so without the delays and unknowns delivered by our earlier Volaris shuttle experience.
We do anticipate a response from Volaris, and look forward to a thoughtful resolution.