Vuelo Avis 

This is such a unorganised and unprofessional financial services organisation! They state below in replies that it was a temporary system update that caused the issues of getting threatened by emails about missed payments. Instead as of today I have received another threatening email about a purchase which was paid off last month, and apparently they are taking the payment on the 15th January 2026… it is the 22nd March 2026. I am now referring my complaint to thr Financial ombudsman Services and I implore others to follow suit. They have refused to log my complaint and investigate the dissatisfaction of their service. So now FOS can deal with them!.

With Vuelo it's very easy and simple to book your holiday

Set up an account about 6 months ago and got a £1500 limit, so far so good, then this week i decided to look at holiays but when i logged in it says they have reduced my limit to zero,, pretty disappointed

What an amazing service, great support team, easy to use and extremely helpful

Can I put a zero?. Terrible. Making Payments on time and in advance, then credit suddenly dropped they said i should pay off some purchase, did that nothing. Then I get
Statements for past dates and months despite showing 15th March. Today is the 13/3. Received emails telling me my payments on 15th March
Has failed. What a none sense

Was great at the very start. Given a £5,000 limit. Quickly reduced to £3,000 without explanation, not really a problem but would have been great to know.

Anyway, good few months down the line having paid off most of the bookings in full and on time and only 1 booking remained over 12 months.
This was settled in February 2026 - roughly 4 months in because I kept getting “Missed Payment” emails.
No payment was attempted, and the money was always available to be taken.

I decided to pay off the account in full.
To my amazement, my credit limit was now taken away and showing £0.00
I closed my account as customer support were not able to give a valid explanation why the payments were not taken and why my credit was now £0.00.

Anyway… to my amazement, and I am absolutely bamboozled about this.
Today I receive an email that I have missed a payment for £22.48!
And that a further attempt will be made in 48 hours!
I don’t owe any money.
I paid off my account.
I closed my account.

I tried logging in - no account exists.
I tried creating account with same details - declined?!?!

So why am I getting an email wasting my time about a matter that should have been closed over a month ago?!?

Email was sent to support. I do not expect anything but an automated response claiming some rubbish that they are allegedly responsible with lending etc… or a system issue… a system issue that in my view took away my credit facilities.
- great system.

Anyway, at the very beginning and after using the account for the first few purchases = 5 Star.
Then 3 star… because of the evident problematic system which cannot take payments…
Now however… 1 star.
There is no valid explanation for why I am receiving any further communication from Vuelo relating to an account that has been settled.
I have checked my Credit Profile and to this date the account appears to be active, and up to date with a balance outstanding - not updated since start of January however.

Vuelo is a really convenient option for booking flights. I like that you can book your flight now and pay later over time, with flexible repayment options of up to 12months. It makes travelling much more manageable without having to pay the full amount upfront. The process is simple and easy to use, and the whole experience feels smooth and reliable. I would definitely recommend Vuelo to anyone looking for a flexible way to book flights.

"Thank you so much, Sofian! You've been a huge help. I've been struggling to book flight tickets with Vuelo for the past two days, but you've resolved it today. I'm really grateful, thanks again!" 😊
This is Bandi Mallikarjun

Excellent customer service. Justine, Sofian, and Mark were very helpful and reassuring.

Payment terms are flexible as well! Keep it up VUELO and Good job customer service support!

I have now been locked out of my Vuelo account for over a month with no proper resolution.

Despite multiple attempts to resolve this, I have:
• Been told the issue was “resolved” when it was not
• Received repeated template-style email responses
• Been unable to speak to a human via the customer service number
• Been directed back to the app for support — despite being locked out of the app

This is not acceptable.

Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill, and digital services must be remedied within a reasonable time and without significant inconvenience. Being locked out of my account for over a month clearly does not meet that standard.

Additionally, under the Consumer Protection from Unfair Trading Regulations 2008, businesses must not provide misleading information. Marking a complaint as “resolved” when the issue persists is misleading and unfair.

If Vuelo provides financial or regulated services, I am now prepared to escalate this formally through their complaints procedure and, if necessary, to the Financial Ombudsman Service. Consumers are entitled to a final response within 8 weeks under Financial Conduct Authority complaint handling rules.

The complete lack of accessible human support — especially when customers cannot access their accounts — raises serious concerns about customer care standards.

I expect:
1. Immediate restoration of access to my account
2. A proper investigation with a personalised response
3. Confirmation of my formal complaint reference and timeline

Until this is resolved properly, I cannot recommend this service.

Update - I have got a refund from Justine, but still my credit limit was reduced for no reason.

This is the second issue with Vuelo in less than a month and they don’t even care or try to fix their issues or at least listen and understand what the customers say. They are like bots with automated responses. They steal money from your card and take more money than they should. They have multiple bugs in their app and blame it on the user and customer. One of the worst ever experiences.

Very convenient and the app is very easy to use

Excellent service. I would definitely recomment this company.

Easy to use and very straightforward.

Used vuelo to book my summer holiday
Really easy to use
Easy to navigate 10/10

A great way to pay for your much needed trip and good affordable payment options. Thank you Vuelo for making my trip come through.

Incredible experience and very quick! Managed to book my dream holiday with Vuelo and it was extremely seamless from start to finish. The app is very easy to use - overall just brilliant. Thank you tons team!

Made my first purchase tonight went smoothly and have received confirmation instantly. Will re review once I return from the trip. Sonar so good

What an amazing app! Book and pay for flights and pay off when you choose. Just gives you the freedom to pay over 3,6 or 12 months.