VivaAerobús

✅ Trip Verified | This is the worst company I have ever flown in my whole life. I had a terrible experience with them in August last year while visiting Mexico City and trying to fly back to Puerto Vallarta. Their app is horrible and deceitful, and it caused me a big problem. I tried to pay for a carry-on bag through the app and, initially, it would not process the payment (about US$5) until it finally confirmed the payment for my carry-on. However, later on, when I arrived at my gate and was about to board the plane, they scanned my ticket and their system said my carry-on had not been paid for, even though the app showed me otherwise. Okay, it was a simple problem so I offered to pay for it again. Instead of charging me the $5 for the carry-on right there and then at the gate, just like any other airline would, they did not let me board the plane and said they could not receive any payments at the gate. They forced me to miss my plane because they would not let me pay $5 at the gate. When I got back to the check-in counter, their agent said: "We do not have any other flights for today. The next flight is tomorrow, and you will have to pay for the ticket again!"

✅ Trip Verified | Avoid this airline like the plague. First my flight was delayed 4.5 hours due to mechanical issues we were told. My luggage was then lost. Never found. Viva Aerobus is refusing financial compensation. They have offered a small travel voucher. I live in a country that Viva does not fly to so it's worthless to me. According to the Montreal Convention I am entitled to a baggage fee refund and compensation for the contents of the baggage up to a certain limit. Viva is this far refusing. Nor did they offer any assistance while I was still travelling and had only the clothes on back and a few medical essentials in my carry on. They just didn't care

Not Verified | The worst airline ever. The airport employees are rude and have the worst attitude. They do not try and help and above it being their fault they get an attitude towards you. Even if you paid for insurance and coverage they do not respect their policies.

✅ Trip Verified | I had flown with this airline on numerous occasions on the same route. Never had any major issues. I bought a ticket for my mom. I always do check in at home at least 12 hours before flight. But unfortunately the app and website didn't let me check in. We arrive at the airport 2 hours before take off and the woman at the counter asks us where we're flying and we tell her. Her response is you're not flying tonight. I'm like what do you mean? She says airline policy is you to arrive 3 hours before. I explained what happened with the error message and she rolls her eyes and calls another employee. He says the same thing. I ask well what about the ticket we purchased, with insurance. He says not our problem and gives us the 800 number to try to resolve the issue. So we start calling at the airport. Then a guy came up to us and said to do the checkin in the app because he had just done it. So clearly the flight was not closed. I tried in the app again but no luck. No one answered after an hour waiting. We left the airport because her flight left. At home I kept calling and another 50 minutes without any answer. So I had to buy my mom another flight because she had to be there the next day for her brother's funeral. I called early morning to try to get help with the refund. And i asked about their policy about flight closing, she stated it closes 1 hour before. When I asked the insurance they said the reason for missed flight was not under the 27 clauses and that I should of called an hour before take off. I said I did but they didn't answer. I called the 800 line at the same time another day and no answer. When I spoke to a supervisor I asked him "how am i at fault if their employees don't answer or do their job" he rudely said they always answer the line. So we bought insurance for nothing and forced to pay for an emergency flight. When I went to pick up my mom at the airport days later I went to the departures floor for the airline. I asked an employee about the flight closing policy and she again stated it closes 1 hour before. I asked to speak with a supervisor and she said he was "busy". So I left my name and phone number. It's been a week and no answer. This airline has the worst employees who don't do their job and aren't held accountable. Avoid at all costs!

✅ Trip Verified | Tried to move my flight because I knew it was raining hard in LA and wouldn't be able to land. Airline wouldn't let me change my flight. Got on the flight and got to LA and circled around the air for two hours and re routed and landed in Tijuana at 12am. No announcements in English, only in Spanish. I didn't know what was going on and thought I landed in LA, to find out I'm still in Mexico. No voucher, no compensation. Employees kept lying to us about having the baggage and we had to wait 9 hours until 9am just to find out its still in Mexico City. No water fountain in bag claim area. They told us they're flying ppl out to LA in the morning and the people who waited for the flight actually got taken back to Mexico city not LA. Now I'm waiting at LAX to pick up my bags for two hours and the employee tells me I have to wait until all the check ins are done to get my bag.

✅ Trip Verified | Excellent airline, comfortable and doing the return trip in a few weeks. Purchased one way. We were given at the check-in excellent seats and that was great as I am tall.

✅ Trip Verified | I was a bit sceptical to purchase tickets based on reviews, but our experience went better than expected. I decided to leave a review because it seems like people only review when things go bad. We had a flight from NYC to CDMX and then to Oaxaca, and both flights were on-time and smooth, check-in was smooth, and checked luggage was received quickly. The cabin crew staff were very nice also. We enjoyed our flight. Obviously you pay for what you get. The seats don't recline, they're not as cushioned as other airlines, and you have to pay for food and drinks. My partner and I were aware of this so we prepared accordingly. If you're looking for an airline to get you to point A to point B safely, then VIVA is your go-to. If your looking for more comfort then go with another airline.

✅ Trip Verified | This airline absolutely sucks with regards to operational practices. You'd think air travel was a new discovery in Mexico as no one seems to know what they're doing or even what their co workers are doing. Then just wait til they lose your luggage (2 bags) like they did for us. On a flight from Guadalajara to Vegas we had to switch to another Viva flight by waking a 1/4 mile outdoors at the Monterrey, MX Airport. I like exercise, but c'mon. We asked two staff about baggage and were assured it would be transfered. After over a dozen calls, most because they left my wife on hold then hung up on her, she was told one bag was found in Monterrey. Initially they said they'd get it to Sacramento then that story changed and Las Vegas would be the best they could do. Best advise as someone whose flown to Mexico a few times is, don't be cheap, buy a round-trip ticket with a major airline, preferably a direct flight.

✅ Trip Verified | I bought the tickets without reading any reviews, and so i was a little nervous after I had. I was extremely impressed after my four flights with Viva. The airfare was really affordable, the staff was great, all the planes were new and very clean, and we only had one small delay, (we were a half hour late returning to Chicago) but that is to be expected with any airline when flying in and out of Chicago in the winter. I plan on flying with Viva when we return next year.

✅ Trip Verified | I had a family emergency and needed to fly home a day early. Viva refused to assist me in changing my flight or to apply some of what I paid to a new flight. $600 later for a one way flight back to Houston was upsetting but I needed to get home. After a 6 hour layover in Monterrey from Mexico City, Viva Aerobus lost my luggage when I arrived at IAH Houston airport. This was 2 days ago, multiple attempts to contact them with no reply. I was given two numbers to call which do not work and no response to my emails. I am extremely disappointed with the customer service and lack of communication and would like my luggage returned to me. I do not recommend VivaAerobus.