Viva Air

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 29 reviews
1/10
No Skytrax Rating
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1/10

"never got the promised refund"

(United Kingdom)

Trip Verified | I was forced to cancel my trip to Peru and claim on my insurance. Viva Air offered me a full refund, so this flight was not claimed on my insurance. I never got the promised refund, only excuses. 7 months on and I have still have not had the money returned to me.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLima to Arequipa
Date FlownMay 2019
Value For Money 12345
no
1/10

"Avoid at all costs"

(United Kingdom)

Not Verified | Lima to Bogota. I had to buy a brand new ticket at the airport because they messed up my booking. Not only did they refuse to refund me for that flight but also when I tried to have my tax refunded for the flight I didn't take (which you can do by law) they said I took the flight and the new ticket I bought had been changed to the flight I took (even though I paid the exact same price again at the airport). Worst customer service I've ever experienced. Avoid at all costs and spend more money on a better company if you can.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLima to Bogota
Date FlownNovember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"What a rollercoaster"

(United Kingdom)

Trip Verified | Medellin to Bogotá. 1. Can’t believe in 2019 an Airline charges people $11usd for a boarding pass print-out! When they can scan through my phone or even create an app! Scam scam scam! 2. Had to rearrange my baggage because I was over my 1KG! 3. I had booked through a third party and paid for checked in baggage. However, was told my ticket didn’t include baggage and had to pay. I was rushing for my flight and left with no choice, even though I showed them proof of my booking. 4. The flight was a constant prayer until I arrived. What a rollercoaster!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMedellin to Bogotá
Date FlownNovember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"barred from boarding"

(United States)

Trip Verified | Lima to Arequipa. Most expensive budget flight I've ever seen. Hidden fees, denied entry to flight, left luggage. To make a long story short, there is a required fee of 45 PEN per person, just to print the boarding pass at the airport. For our party, it meant an additional $150 (USD). We paid it anyway, desperate to get to our destination. At boarding, one woman began to complain loudly about the bad treatment from the staff, and others joined in. My husband and a few others were barred from boarding for being too loud. Our only suitcase was paid for by my father, and should have been in his name, but they removed it from the flight because my husband wasn't boarding, without informing anyone. So we got to the destination, but the suitcase was left at the first airport. We were informed that the only way to recover it was to fly back and get it ourselves.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLima to Arequipa
Date FlownNovember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"rude employees and managers"

(United States)

Trip Verified | I bought a ticket to Cusco from Lima using Kwiki. The night before my flight, Kwiki emailed me my e-ticket. I had no access to a printer. I went up to the customer service counter for Viva Air and asked the rep if I could use my Mobile e-ticket and she informed me it had to be printed and they could print it for 86 soles. I showed her my Kwiki confirmation email from the night before and informed her that it wasn't written on it and she said there was nothing she could do about it. I asked to speak to the manager. I spoke to the manager and showed her the confirmation and the e-ticket and she stated that it's not on the confirmation, it's on the e-ticket. She then said if I didn't want to pay 50 soles per person for them to print it, I would need to leave the airport and go look for a printer and come back before my flight left! How rude!! What kind of manager says something like that to a customer? There was clearly a discrepancy between what was on the e-ticket and the confirmation. I informed her that I only got the e-ticket the night before and showed her the date on the email and didn't have access to a printer in Lima. Her answer was " Well that means you've had at least 24 hrs to figure out how to print it." I don't know who taught this manager customer service skills, but if you want to be treated poorly by an airline, then fly viva air. I can more than afford the cost to print the ticket, but the way she handled the situation was absolutely horrible and ridiculous. Not only was she rude, but the employees who were near her were rude as well and started talking badly about my companion and I. They didn't realize that I understand enough Spanish to make out what some of the things they were saying. To make matters worse, when I asked the manager for the contact information for corporate, she told me she didn't know and couldn't give it to me. Stay far away from this airline and their rude employees and managers!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLima to Cusco
Date FlownNovember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Terrible experience"

(United States)

Not Verified | Cusco to Lima. Terrible experience. I bought a ticket for $53, and paid extra fees for $75. The first few was a checking fee, due to not printing my own. The second fee was for an extra carry on. The “additional carry on” was a 12 inch tube used to carry paintings. It was the only item in the over head, since my purse was in my lap. My husband flew with Latam and later Avianca, his overall expenses were mush less. Do not fly with this airline, the cheaper costs are not real.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCusco to Lima
Date FlownNovember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"nickel and dime at every single point"

(United States)

Trip Verified | Miami to Medellin. They advertise "additional services" prices on their website, such as adding carry on baggage to a flight (included with most other airlines), that are cheaper when booked online versus at the airport but their website will not process these purchases so you end up forced to pay exorbitant fees at the airport and they do not honor any of their advertised prices even if the systems show that you tried to process the request online and over the phone in the time frame allowed by their policies. It's downright unethical to advertise a price and not honor it. They refuse to help over the phone, by chat, by email, or in person, and there is conveniently never a supervisor available to escalate any concerns. You will end up frustrated and paying more money than other airlines once they add all the fees. Even beverages on board international flights are at a fee. They nickel and dime at every single point.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to Medellin
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"baggage cost was excessive"

(United Kingdom)

Trip Verified | Juliaca to Lima. Worst airline ever. Charged me £20 to print my boarding pass. Also the cabin baggage cost was too excessive. I am used to travelling in no frills airlines in Europe, but this was the most excessive and purely intentional fleecing.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteJuliaca to Lima
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"refuses to refund luggage fees"

(United States)

Trip Verified | Cartagena to Medellin. I can understand airlines and non-refundable ticket, but not refunding the extra charges such as luggage when you cancel a flight is ridiculous. I had to cancel the flight with Viva Air because the schedule did not work out. I had prepaid the luggage fees, but this cheap airline refuses to refund luggage fees if you cancel or do not use the ticket. I understand a non-refundable airline ticket, but not giving back the extra charges is damn stingy.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCartagena to Medellin
Date FlownSeptember 2019
Ground Service 12345
Value For Money 12345
no
1/10

"worst company I’ve ever dealt with"

(United Kingdom)

Trip Verified | Hands down the worst company I’ve ever dealt with in my life. I booked a ticket from Lima to Barenquilla with a connection in Bogota. Paid extra for hold luggage / fast lane boarding on both. Got to Bogota only to find our luggage on the caracel. It shouldn’t have been there. We were told at check in it would be transferred automatically to our second flight (in line with what we paid for). Ran to check in and were told check in was closed so we could not get on the flight. This is despite explaining that it’s clearly their fault. We wouldn’t have even gone to check in if our bags had been transferred correctly. They said “no you’re late” then said we’d have to buy another flight ourselves tomorrow. No discounts, no refunds, no hotel accommodation for tonight. Not even an apology. After complaining for 20 mins we were told we could take the bags through as hand luggage but would have to pay £104. We did, had no choice, would have cost more for a new flight + hotel. We’ve asked for our money back but they won’t respond to my emails. Unbelievably bad service from this awful company. - They sell you connecting flights but mistakenly put your bag on the carousel at the wrong airport - They don’t admit their mistakes and will charge you for every error they make - Plus they’ll happily make you pay £104 (more than the flight) or you’ll have to buy a whole new flight plus accommodation. Also they: - Purposefully sit people apart to force you to pay for seats (don’t fly if you’re a family) - Charge you £50 to get your boarding pass printed at check in. - Won’t transfer you onto a new flight if your connection is delayed. Do not fly with them if you have to take a connection. At best you’ll have to pay £104 and sprint with 15kg bags across the airport. At worst you’ll have to buy an entire new flight + hotel + pay for luggage again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLima to Barrenquilla via Bogota
Date FlownJuly 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
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