Procedure

How to raise a complaint?



What is it?

The Ethics Line is a service provided by a third party, EthicsGlobal which specializes in complaint management. This service allows any Volaris employee to raise a complaint in an easy, secure and confidential manner. It has been designed to be able to remain anonymous or to allow the user to provide personal information


Who should I be communicating with on ethical matter?

  • Your immediate supervisor or Manager.
  • Human resources.
  • The Ethics line.

How can you get in contact?

  • Toll free phone: 1 888 303 8442
  • Webpage: www.lineadeescuchavolaris.com through the WebAssistant (Chat)
  • By Chat
  • Through the mobile application: EthicsGlobal, that can be downloaded on both iPhone and Android platforms. Once downloaded, just set-up your preferred language and look for Volaris in the Company drop box.

How does it work?

In all cases, you should have readily available all the information related to the case that you want to raise. This information should be sufficient to allow you to respond to the Who, When, Where and How of the case.

Toll free number 1 888 303 8442 y Chat:

  • You will be put in contact with a counselor who will listen and support you by asking a series of relevant questions so that the case can receive the appropriate attention.
  • The counselor will provide alternatives for sending evidence if you have them.
  • At the end of the conversation, the counselor will provide you with a tracking number that will serve as reference to know the status of your case or to provide additional information.

Webpage quipped with a Web Assistant

lineadeescuchavolaris.com

  • When accessing the webpage, a form with deploy to start providing data on the case. A dynamic Web Assistant will provide contextual help to ensure that you enter all the necessary information.
  • At completion, the systems provide you with a tracking number that will serve as reference to know the status of your case or to provide additional information.

Mobile application

Download the EthicsGlobal app



  • When accessing the webpage, a form with deploy to start providing data on the case. A dynamic Web Assistant will provide contextual help to ensure that you enter all the necessary information.
  • At completion, the systems provide you with a tracking number that will serve as reference to know the status of your case or to provide additional information

Follow up

By using the tracking folio provided when submitting your complaint, the person can call the line at any time, or enter it in the Complaint system to:

  • Know the status of the investigation;
  • Provide additional information;
  • Identify any recurrence of the event in the case;
  • Attach files.