I purchased a ticket before the pandemic on 3/5/2020 (X6DVGI) and do not feel it is safe to fly anywhere. When I spoke to a customer service representative Carlos, he told me to call back a week before the flight in addition to send an email to [protected]@volaris.com to see if they can be of further assistance. I sent an e-mail on 12/20 requesting an electronic voucher, got an automatic e-mail saying they had received the communication (#1927799), but received no response as to my request. I resent it on 12/23 but still nothing. I called today 12/25 and was on hold for 3 hours and the call was cut off. This is horrible customer service! Below is the e-mail, I submitted: On Dec 20, 2020, at 2:35 PM, I am writing because I have an upcoming trip scheduled for 12/26/2020 and feel that air travel in this time of the COVID pandemic is not only unadvised by the CDC but also irresponsible on anybody's part. I would like to request an electronic credit for my tickets. I purchased airline tickets from Chicago to Morelia for myself and family (5 tickets total for $2, 392) on March 5, 2020 because my grandparents in Mexico were going to celebrate their 70th wedding anniversary. The mass and reception had been in the planning stages since summer 2019 with close family (including us) staying at my grandparents house. Shortly after purchasing the tickets for my husband, myself, and 3 young daughters ages 13, 9, and 4, it seemed the entire country began to shut down due to the pandemic. We have been watching and waiting to see if things would get better, but unfortunately I don't believe they have. In fact, since the summertime months, the infection rate has increased from 3.4% to a current 10.4% in Chicago. I undeniably want to see my grandparents who are 83 and 89, but I do not believe this is the time. - We are suppose to stay at my grandparents house and have no reservations at any hotels due to them living in a small town and hotels being scarce. I do not feel it is safe to stay with them due to the pandemic. - I have 3 young daughters with whom I do not believe it is safe to travel right now. They are in school partial time, but the 4 year old is strictly at home and has never worn nor I believe will be able to keep a mask on for longer than 30 minutes. Her taking her mask off at the airport or on the plane and having a tantrum regarding keeping a mask on is a very high probability. - My husband's aunt recently passed away due to COVID and we are highly sensitive to everyone's safety at this moment. - I have heard that that border between Mexico and the US may close at some point, but I am not certain I am a stay at home mom and our family is living strictly on my husbands salary. We have not been to see my grandparents for many years because tickets for 5 can get expensive. We decided to go for this very special occasion but safety for everyone including my grandparents is first. I absolutely want to see my grandparents, especially since they are getting older, but want to wait until they and we are vaccinated which I expect will happen within the next couple months. I would hate to lose my airline tickets and money I used to purchase them! At this point I don't know what to do! I feel like my hands are tied! I am to the point that I have not been sleeping well at night because of the stress of what to do about these tickets. I always use Volaris when I travel to Mexico and so do several family members. I would love to continue my relationship with Volaris so I hope that while not typical, you approve an electronic credit for our tickets at this time. Thank you in advance