My father was recently diagnosed with a very delicate disease, thus with Covid 19 restrictions my grandmother had been prevented from visiting her son, plus adding the fact that her husband has recently passed. We have used Volaris for all of our flights since they are very conveniently located in our home town. Unfortunately due to my father's health he could not manage to pick her up so we decided to try the flight from Mexico City directly to LAX. By far this has been the worst experience that anybody in our family has ever experienced. My grandmother arrived at the airport at 10am with the flight destined to depart at 1:50pm, plenty of time to get everything situated and prepared to be on time without rushing. My grandmother and my Great Uncle are both 70yrs and 69yrs respectively. I cannot even begin to express the treatment that was received by the attendants. Per my grandmother she was told that she was too early to check in, so they redirected her to take a seat until they were called. My passengers waited patiently, once they began to board they go up to the lady attending and are told that they cannot board without the covid negative test, understandable the sole reason that I paid for my passengers to get tested at the airport. Being a couple of elders there was no directions given to them, just allowed to figure it out on their own, neither of them know how to read or write since back in their time they were not given the opportunity to go to school. My grandmother at this point is freaking out because she has to go the entrance of the airport which she claims is a long way out. It doesn't matter at this point she is aware she most likely will not make it to the flight on time. She goes back to the Volaris check in and notifies them of the issue and tries to get it resolved before the next flight leaves. One of the flight attendants informs my grandmother that she has to return back at 5pm since the flight departs at 8:30, my grandmother is told that there might be an additional charge that she might have to pay to change her flight to 8:30pm which my grandmother agrees. These 2 elderly passengers are told to wait and sit until 5pm. Well 5pm comes around and when they go the check in they are told that there are not more flights available and that if they want to come back tomorrow...They are told that their people, I'm guessing referring to me didn't pay the difference, this is completely different to what she was originally told. Of course at this point her diabetes is kicking in, she feels dizzy and upset, she is going through an unnecessary crisis due to the lack of communication and better understanding. I call customer service number on the internet only to find out that the only way to address this issue is to do it personally at the airport because apparently there is no direct line. This whole time that we are trying to settle this my grandmother is repeatedly told that there is no way she will depart that day. Someone directs her to find the supervisor, which she does, a lady that she forgot to get the name, I understand that Covid guidelines are in place but knowing that they are elderly passengers I would think that there would be a little of sensitivity to handling issues. There was no way that we could help it was as if we were helpless and my passengers left to figure it out. I can't believe the amount of distress that came from this experience, being told different things from attendants, ripping and disposing of their tickets, given the wrong information, being told there were no more seats in the flight. But then why was it that I was able to purchase the tickets myself at 5pm? This just shows the lack of attention and lack of consideration from your airline I am extremely disappointed in the way that you treat elderly and the way your Supervisor handled the situation. Please look into me getting a refund for the tickets that were lost due to your lack of help, willingness to communicate per phone and in person. I have attached the reservation numbers for all the 4 tickets so you can see that there is no lie between the payment and how I was able to purchase the tickets for my elderly passengers with no help from your call center nor your help center at the airport. It is extremely disgraceful the way you are handling things in the airport. Thank you