VivaAerobús

✅ Trip Verified | I wanted to travel with my family and service dog from Puerto Vallarta to Mexico City then to bacalar, we drive 30 minutes to the PV airport to verify with the manager at viva what paper work we needed to fly with viva. She gave us the information, we went to the veterinary and got all paper work. We moved forward to buy our tickets and we left PV with no problems, we left Mexico City with no problems, we landed in bacalar which we don’t recommend because the locals are horrible and not friendly. When we arrived to the airport in bacalar after our trip, the viva gate agent said we didn’t have the proper paper work. We explained how can this be when we left puerto Vallarta and Mexico with viva and we had NO problems. She wouldn’t let us back on the flight. No customer service at all. Absolutely horrific! I do not recommend this airline.

Not Verified | Terrible experience, avoid flying with this airline, I had one of the worst experiences of my life with VivaAerobus. They changed my flight schedule without prior notice, ruining my plans. The worst part was their customer service: totally indifferent, disrespectful, and lacking any empathy for passengers. We pay for a service they fail to deliver, and they don’t even have the decency to inform passengers of the changes or provide an appropriate solution. When I tried to resolve the issue, they simply told me there was nothing they could do, completely ignoring their responsibility. It’s clear that they don’t care about their customers, only about the money. I strongly recommend everyone to avoid this airline at all costs. There are better options out there that respect their passengers.

✅ Trip Verified | Worst experience of my life flying. Flight didn’t land in LAX as planned and was diverted back to Mexico. We were circling for over 45 minutes and then started flying south, crew didn’t inform us what was going on. Then Crew lied saying it was due to weather but weather in LA was perfect. Then we landed in Mexicali, and were kept in the plane for over 2 hours with no information. Then they told us we could either get off in Mexicali or fly back to Mexico City. They lied about the situation, it seems they had an issue with their landing permits. All just horrible. Don’t ever fly with them.

Not Verified | This has been the worst experience. My son was supposed to fly from Havana to Cancun, but his flight was canceled due to Hurricane Helena. They rescheduled his for an early morning flight today, but when he arrived at Havana airport three hours before the flight, they simply did not check my son in. Despite having a ticket and an assigned seat, VivaAerobus staff kicked a minor off the flight and said that all the seats were already taken! They offered him a later flight with an overnight layover of more than 10 hours in Mexico City! Can you even imagine how a minor is supposed to handle such a flight alone? Este ha sido el peor experiencia con la aerolínea VivaAerobus. Mi hijo debía volar de La Habana a Cancún y su vuelo fue cancelado debido al huracán Helena. Nos reprogramaron para un vuelo matutino hoy, pero al llegar al aeropuerto de La Habana con 3 horas de anticipación, simplemente no registraron a mi hijo en el vuelo. A pesar de que tenía boleto y asiento confirmado, ¡los empleados de VivaAerobus sacaron a un menor de edad del vuelo y dijeron que ya todos los asientos estaban ocupados! Le ofrecieron volar más tarde, con una escala de más de 10 horas en Ciudad de México durante la noche. ¿De verdad pueden imaginar cómo un niño menor de edad va a lidiar con un vuelo así estando solo?

✅ Trip Verified | Terrible experience with this Airline - regarding flight Cancún to Monterrey 11am flight on 28 August 2024: I paid extra for extra luggage and despite they did not follow their own rules and they were very rude in the process I tried to check-in a finishing net that I bought for my son, but at the check in counter they refused as it was not in a plastic container or box or luggage So I tried to bring it on the cabin where it can fit perfectly well. I was able to pass easily security as this is just a fishing net and does not represent any security risk, in fact security take away my 2 bottles of water but allow this. But at the boarding gate the same person that refused to check it in also refused to board unless I leave behind the net. The reason for denying us the boarding with the fishing net was claimed to be that the object in his opinion could look like a weapon and the airline has the right block it. I asked for the supervisor to and VivaAerobus Station manager to whom I asked to show me such a policy and he was not able to show it to me. But he still insisted that the fishing net can not be brought on-board and also that they could not provide any form or document showing that the object was confiscated by VivaAerobus Cancún Station. They waited until the very end of the boarding and then bullying us that if we did not leave the net behind the would deny us the boarding. Interesting fact is that we brought this same net all the way from Italy on the cabin of multiple airplanes: Milan-Atlanta with Delta, Atlanta-Mexico with Delta, Mexico to Cancún with Aeromexico. But today to go to Monterrey VivaAerobus applied different rules based on the opinion of their ground staff putting themself above the security of the Cancún Airport that allow us to bring it onboard. Below the photos of the fishing net that was stopped at the gate. I will also put a formal complain to VivaAerobus and see what they have to explain this incident.

Not Verified | I am beyond amazed at the ineptitude of this airline. These guys are the absolute epitome of "I do not care, not my problem". I missed a flight because of a delay on the airline's end and to further exacerbate this, they took my bags before I boarded the plane because there was no longer room on board the plane. I explained to them I had a flight to catch upon arriving in Cancun and they assured me that I would receive my bags in time for me to catch my flight. Well that was a lie. Upon arriving in Cancun, they took an absolute eternity with getting me my bags. I had to abandon them and hope they would send them to Toronto because I did not want to miss my flight. Well I ended up missing my flight and when I explained the situation to the personnel they had at the check in counter. They only gave me a phone number to call. After calling said phone number, they told me they would not reimburse me or give me any kind of compensation, not even a place to stay for the night because I had nowhere to go. I was beyond frustrated. All they offered was a 25% off voucher for my next flight with them (bold of them to assume I would even want to fly with this POS airline once more). I accepted and gave my email and they said they would send me the voucher in the coming days. I have yet to receive it. I called customer service and they told me they will not send me anything until I provide a confirmation number. I told them I have no such thing and they told me to go to the website where I booked my flight and retrieve it from them. After retrieving this, they tell me that they will not help me at all. I do not understand the way this airline operates at all. It is amazing how bad the customer service for this airline is. They simply do not care. It is ridiculous.

✅ Trip Verified | Had the worst experience as I was trying to make sure I was prepared by pre-paying my bags and I was charged twice for the same bag. The service at bag check made me pay an additional $69 US. For my golf clubs, they assured me I can get a refund for the original price. I paid already which which was close to $60. I called customer service and they refused to refund my original payment for the bag. Additionally, it took an extra 30 minutes for me to get my bag and I was in a rush once we arrived because the flight was delayed over an hour. For anything oversize, they will make you wait till every bag is off the carousel and then they go somewhere where you can’t go to retrieve your bag which takes so long. It made me late to my appointment and I will never fly with them again. I did not appreciate the customer service person was talking to me, in my opinion they are scam artist they are scam artists. Brought my water and everything onto the plane because I knew it was going to be bare bones But don’t fly it’s not worth it to get a better experience.

✅ Trip Verified | To those who think its a good idea to use this airline pay a bit more and AVOID it. Why? Here is a story that actually happened to me just now. So I booked a flight from Mexico city to Cancun online for the next day with Viva airlines. It sends me a confirmation email. I go to the airport, 2 hours before my flight I go to check in and I am told that my ticket got canceled. Why? Because apparently my card did not go through. I look at my online banking and the payment has been placed. I check my email, I see no notices that anything is canceled. I ask if I can pay again, they said no I have to call the call center. They give me a phone number to call. So I call and wait on hold for 40 minutes, then an agent answers and tell me that the system just canceled the ticket because they didn't get payment confirmation and a refund has been issued. Strange that a refund is issued considering they didn't get the money. I ask if I can pay online or with him, he says that I should go to the airport staff and ask them to do it there. The same airport staff that told me to call him! I explain that and ask why I didnt get any notices that my ticket is canceled. All I have is an email saying congratulations, everything is successfully booked. He said nothing and started to suggest other flights I can buy. Then he found availability at the flight that I booked yesterday but now he said he can't get a ticket on it because it's too late now to book in his computer but he said that if i go to the staff in the airport, they help me. Iask him what I should say to them. Silence. I ask if he wants to talk to them now because I could pass my phone to them and and then, he just hung up on me. Like actually hung up! So to people who want to use this airline just pay a little more and avoid it. You will end up paying more at the end. To people who run this company. 1) fire all your support staff and replace them with an AI chatbot because they are useless. 2) give the people in the airport an ability to resolve these matters or at least to sell tickets or just fire them all and put a machine to self check in. 3) adjust your automations so people get a notice if their ticket is canceled.

✅ Trip Verified | The staff was so rude and couldn’t care less that my luggage didn’t arrive at the final destination. It was kind of a fight to get it back the next day. Then I noticed that my backpack was severely damaged even though it was in a protection case. I e-mailed the airline twice to ask for a refund for the damage. Both times I got a confirmation e-mail that they received my message but they never replied to me. This incident shows that there is a lot of improvement in terms of customer service. I won‘t fly with Viva Aerobus anymore and for sure won‘t recommend the airline to friends.

Not Verified | The worst airline for families, if you have children they take you and separate your family even if you pay extra to fly in front with extra legroom. Fly with any other airline even if you pay more, your family will not be separated specifically if you have small children. La peor aerolínea para familias, si tienes niños te llevan y separan a tu familia aunque pagues extra para volar delante con más espacio para las piernas. Vuela con cualquier otra aerolínea aunque pagues más, tu familia no quedará separada específicamente si tienes niños pequeños.