VivaAerobús

✅ Trip Verified | We used Viva Aerobus to transport our cats from Colombia to Chicago. On the trip to Chicago, we had to receive the cats at the cargo section of the airport after midnight. Before the offices closed, we went to confirm that the location our Pet Services representative told us was correct and to talk with someone at the office to confirm that someone would be there to release the cats. Everything was confirmed. At the time of arrival, an employee was there to greet us. He left to receive the cats, but did not return until 4 in the morning- all the while we were sitting in a parking lot in the wee-hours of the morning. He claimed that no one would surrender the cats to him due to lack of paperwork (which was not true- our broker turned everything in). We went back to our hotel room after he told us we should come back at 8am when the office opened. At 6am, the cats' Airtags marked them back in Mexico- they had arrived to Chicago but then sent back to Mexico. Had it not been for the Airtags, no one would have known where the cats had gone! No one was at the airport in MX to receive them again. It took hours for anyone to confirm that they were in Mexico. No one would take responsibility for the mistake - and the story staff told us about the paperwork wasn't true as the cats would have already been returning to Mexico by the time we spoke with him. The cats returned to Chicago, 24 hours later and due to my diligence at the office all day, the workers at the office, Julio and Luis, made sure the cats were successfully released to me upon arrival. Due to this grave mistake, we needed to stay an extra night in Chicago, spend more money on food and lodging than expected. The cats were in terrible shape - they were extremely distraught and full of their own urine and fecal matter. The airline has not responded for any of the extra charges we assumed due to their error, nor to the toll their error had on our pets that were entrusted to their care.

✅ Trip Verified | I showed up for my flight on time and my flight was delayed 2 hours. I waited patiently at the gate and when it was time to board, I noticed that my plane had not arrived. I went up to the rep at the gate and asked. Where was my plane and they told me it was delayed again and I had to wait? They didn't tell me that my flight was moved to a different gate. I called customer service and was told to go speak to a representative at the airport "where I checked in". The airport representative told me to contact customer service. Totally to run and now they tell me I have to buy a new ticket. Do not use this airline. I promise you they won't take care of you. They are scammers and don't care about their customers. Me presenté para mi vuelo a tiempo y mi vuelo se retrasó 2 horas. Esperé pacientemente a la puerta y cuando llegó el momento de abordar, noté que mi avión no había llegado. Subí al representante en la puerta y pregunté. ¿Dónde estaba mi avión y me dijeron que se retrasó nuevamente y que tuve que esperar? No me dijeron que mi vuelo fue trasladado a una puerta diferente. Llamé al servicio al cliente y me dijeron que fuera a hablar con un representante en el aeropuerto "donde me registré". El representante del aeropuerto me dijo que contactara al servicio al cliente. Totalmente para correr y ahora me dicen que tengo que comprar un nuevo boleto. No use esta aerolínea. Te prometo que no te cuidarán. Son estafadores y no les importan sus clientes.

✅ Trip Verified | I had a medical emergency and needed to refund my flight. They asked me for a 40% additional cash penalty to qualify for a "voucher" for the flight cost. To add a little more pain, the voucher only lasts for 12 months.

✅ Trip Verified | I urgently needed a flight from Mexico City to Quito. In haste, I overlooked any reviews and ended up with a truly "stellar" airline experience. Despite already paying for my ticket, I was bafflingly informed of an "outstanding balance" when checking in – the exact amount I had paid. A delightful glitch in the matrix. At the airport counter, they insisted the charge hadn't gone through and asked me to pay again, but only in cash and only in USD while at the Mexico City Airport. After a wild chase for an elusive USD-dispensing ATM and an entertaining markup fee, I returned, just for them to suddenly discover they could, in fact, accept credit cards. How convenient. In Cancun, they skipped mentioning a tucked-away office where I needed an exit stamp (see attached photo of unassuming office with no signage). At boarding, the agent seemed baffled I wasn't psychic enough to know this unspoken rule. All said and done, I sought refuge with Avianca for my next flight. They were once at the bottom of my list, but at least they managed the simple task of pointing out immigration. Moral? Sometimes the devil you know is better than the chaotic circus you don't.

✅ Trip Verified | My flight on 24 July 2023 from Tijuana to Mexico City left 3 hours late, and my flight on 31 July 2023 from Mexico City to Tijuana left 2 hours late. Viva Aerobus did not text or email notice of delays either time. On the 31st, I checked flight status online, saw that there was a 2 hour delay, and logically concluded it would be best to delay my arrival at the airport, rather than sitting around there for more hours. However, when I did arrive, with plenty of time to spare before the new, later flight time, I was told by the people at baggage check that baggage check was closed for this flight, had been for some time, since they'd been given a gate long before the new flight time. I had no idea this was a policy, nor that the flight would have a gate so soon before take-off, since my experience at this airport has always been the opposite--where the gate is not posted until just before the flight. Once the baggage check people managed to convey to me that they would not check my bag, they sent me on an incomprehensible wild goose chase through the terminal until one helpful person led me to a security check. At security check, employees proceeded to remove liquids from my bag (liquids I had intended to check through to my destination). These liquids included an expensive bottle of tequila I'd bought my brother as a gift for his 40th birthday. It was, of course, confiscated. At the gate, I was told to wait, for what ended up being about 40 minutes, when an Aerobus employee arrived to check my bag. I was reminded yet again that this bag was too big to be a carry-on (WHICH I KNEW, SINCE I'D PLANNED TO CHECK IT), and was then charged an additional 850 pesos for him to roll it down to the plane. I had already paid to check this bag when I bought the ticket, so this was yet another opportunity for Aerobus to squeeze cash out of me. I endured the usual flight discomfort, worsened by extreme thirst, since I had no time away from the gate to buy water, and since I refused to give Viva Aerobus any more money on-board. At Tijuana Airport, baggage claim was chaos, as our flight was posted for one belt, but employees there shouted us over to two other belts before returning us to the original one (a long time later) to finally get our bags. It was at this point that I discovered that the Viva Aerobus people had broken the retractable handle on my suitcase, making it nearly impossible to move through the airport and CBX. Conclusion: My Mexican friends were absolutely justified when they said this airline is the worst and should never be used. I know I will never fly Viva Aerobus again, and I will tell family and friends in the US to avoid it, as well.

✅ Trip Verified | Stay away unless you have an emergency . The worst loading procedure ever with the stewardess in the way for us loading our luggage in overhead bins. The stewardesses are just in the way during loading thinking they are helping you to stow your luggage! And if they load from the front and the back, what an issue with people going both ways in the middle! It appears 'on time' is not in their vocabulary! If you don't speak Spanish they people at the desks pretty much ignore you. We paid for exit rows and priority loading only to have it change within 30 minutes of loading. Will ask for a refund. The same thing happened on the first leg of the trip. Paid for supposedly priority and more leg room seats only to not get them. They made us check our carry on luggage when there was plenty of cabin room! The one thing they do right is they only let you load in your correct zone. Cannot recommend this airline to anyone! What a joke!

Not Verified | Both my wife and I were flying from Cancun Mexico with a final destination of Puerto Escondido. When the Viva Aerobús flight arrive Mexico City, my wife and I had over two hours to go to our next flight next-door Voláris. Viva Aerobús did not unload anyone’s luggage from the plane for over one hour because of their laziness we missed our flight and my wife and I both had to pay AeroMexico $1295 to fly to our final destination or spend the night sleeping in the floor of the airport. We complained directly to Viva Aerobus and no one cared. I just phoned their customer service and no one cared to even listen at all. This airline is completely worthless. It’s simply doesn’t care about their passengers or any of the service it delivers. Stay far away from this airline. It will give you nothing but headaches and problems. Their staff is lazy their customer service is worthless.

Not Verified | The worst experience ever. I do not recommend this airline. They over sell tickets. I arrived to the airport 2 hours before my departure and it took me 1 hour to get through TSA and to my gate. My flight would leave in an hour and Viva Aureobus said I had missed my flight. My daughter was in the same flight and she said the plane was full so that means they either sold my seat or accommodated someone else in my place. Employees were rude not reimbursing me or giving me any kind of credit. Never will I ever use this Airline ever again.

Not Verified | This is my second time flying with Viva Aerobus and both times I have been pleasantly surprised with my experience. It's a budget airline so it's typically cheaper than Aeromexico (Aeromexico = worst airline in the world), but the value to me has been so worth the experience. The gate staff was super efficient boarding everyone in and he seemed to go above and beyond to ensure a timely and organized boarding process. Most other Mexican airlines from my experience have been way more chaotic. The flight experience was great. I really have no complaints about this airline - everything was great!

✅ Trip Verified | Viva like other airlines have a 24 hour cancel deadline however with Viva, you have to cancel via phone. It takes 3 hours to get someone on the phone. Sometimes waiting takes very long and the line disconnects and you have start all over. I couldn't get someone on the phone and after 3.5 hours I went to sleep and tried again when I woke up. I was able to reach someone after 2 hours on the phone waiting however the 24 hours expired and they did not give me a refund. They do not give you a normal boarding pass, it is a little paper that looks like a receipt therefore it is hard to leave them verifiable bad reviews because their so called boarding pass does not resemble one. This airline is very unprofessional and they take your money and waste your time. I picked them because their fare was $50 less than everyone else. Big mistake, I will never choose this airline. Buyer beware.