"horrible and frustrating experience"
Nasrin Kaniz (United States)
Not Verified | Our flight from Mexico City to Oaxaca was cancelled due to an airport shut down in Oaxaca. We didn't learn about this cancellation until we were at the airport, and the agents at the airport were not helpful at all! Instead of giving us all of the information, they wanted to re route our flight to another city that was 7 hours away. I received an email from Viva Aerobus after the flight time communicating the change, as well as providing the option of receiving the full refund in a voucher. However, when I called their customer service they refused to honor this, since "the airline did not cancel the flight." After some debate the agent confirmed that they will be honoring the voucher, he would get the process started and I should be hearing back in the next 24 hours. After not getting any communication from Viva, I called their customer service number the next day. At this point, the customer service agent continued to tell me that they will not be giving a refund voucher in this instance, due to the "airline not cancelling the flight." Even though I had an email from Viva Aerobus that I will be receiving the 100% of what I payed for in a voucher, and the customer agent telling me that he is generating the voucher the first time I called. This has been such a horrible and frustrating experience, and they do not deserve anyone's business.
Type Of Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | Mexico City to Oaxaca |
Date Flown | April 2021 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"the worst airline ever"
E Garleno (United States)
✅ Trip Verified | This is the worst airline ever, the staff that day were extremely rude and knew I had walked in through security and was sent to immigration which was far away. When i try to go back to my flight the security that day refused to let me in because I was 1 min late even though i explained my situation. Please people do not buy airplane tickets from this airline you will regret it.
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Mexico City to New York JFK |
Date Flown | March 2021 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
"comply with their baggage policy"
Horst Schlemmer (Germany)
Not Verified | Make sure you comply with their baggage policy, weight and size. They check just before boarding at the gate. Better pay beforehand, the rates should be better. My backpack was a few cm to big and the extra payment was almost equal to the ticket price itself (850 pesos). The viva employee became aggressive right away, I even didn't complain. I knew my backback was too big (it has a metal frame) though it fits even in the smaller Embraer planes and this was an Airbus. "You want to fly without your backpack or pay.." "so you want to leave it here" and so on. Another flight with this company got cancelled. I will fly Aeromexico whenever possible instead, the cost is the same in the end. The plane was a new Airbus320neo.
Aircraft | A320neo |
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Mexico City to Puerto Escondido |
Date Flown | February 2021 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"never book with them again"
Verena Voss (Mexico)
Not Verified | Do not book with them - Chances are flights will be extremely delayed or cancelled. We were supposed to fly with this airline on a Sunday night. We were sitting at the gate already when we were told our flight is delayed two hours. Okay, not a big deal. After two more hours of waiting we were told the airplane has technical issues and they're fixing them now and that they're updating us very soon. Another two hours passed. People were starting to get angry, everyone had been waiting for over four hours already. Finally after midnight we were told that the flight is cancelled and that we should all go home and come back at 9am because the flight will leave at 11am the next day instead. We had to pay our own transport to the closest hotel (which in Tuxtla is a 40min cab ride) and also our own hotel. We came back the next morning at 9am as they told us to (after not getting a lot of sleep) and we were told right away that the flight will be another two hours delayed. In the end that wasn't even true- We had to spend all day at the airport and the flight finally went at 5pm (so another 9h at the airport). Absolutely awful experience. Employees are terrible and were deliberately withholding info from us. We weren't offered any sort of compensation either. They basically wasted 1.5 days of our lives for no reason. I've also heard from other passengers that Viva is always delayed for hours (in our case it was a 21h delay!). Will for sure never book with them again.
Type Of Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | Tuxtla to Cancun |
Date Flown | February 2021 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
"did not accept our valid COVID tests"
Katherine Lares (United States)
VivaAerobus did not accept our valid COVID tests we received within the 72 hour limit. They made up reasons as to why it was invalid. First it was “the doctors name isn’t on it” and second “it doesn’t say antigen” The tests were valid and approved with the official Mexican government stamp. No where on their list of requirements does it say these reasons as to why the test would be invalid. Then they tell you to go to leave the airport and go to the Marriott to take their Covid test. We didn’t do it. They will find a way to inconvenience you. We rebooked another flight on United, they accepted our Covid tests as valid.
Type Of Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | Mexico City to New York city |
Date Flown | January 2021 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"they never call"
O Harris (United States)
✅ Trip Verified | If you planing to save some bucks by using VivaAerobús let me tell you to think twice. I have 2 pieces of baggage lost for a week from my flight from Guadalajara to Chicago. I have placed multiple phone calls, emails and social media messages and still nothing. All they said is wait for a call and they never call. I suggest you spend more on another airline rather than this garbage. Airplanes are old, most of the time it is delays for technical issues, and now missing baggage. Not even Volaris is this irresponsible.
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Guadalajara to Chicago |
Date Flown | December 2020 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"worst airline I have ever experienced"
S Hayle (Canada)
✅ Trip Verified | This is the worst airline I have ever experienced. The customer service is atrocious. I arrived in plenty of time to board my flight. The online check in service wasn’t working, which staff admitted had been a problem all day, and so I needed to obtain my boarding pass. I waited in this ridiculously long line and arrived with more than an hour until my flight. Customer service told me I could not check in, despite not having checked baggage they continued to tell me I was too late. This is more than hour before my flight leaves.. we continued arguing until 50 mins before my plane would leave and they refused to help me. Told me I could not have a refund but I could purchase a new ticket to leave 2 days later. I had more than enough time to board the plane still and they would not do anything for me. I had to cover the costs of a hotel and a new flight with a different airline the next day costing me hundreds. I emailed in to discuss this with the company and they again just refused to help me. Awful customer service and I will never use them again.
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Mexico City to Puerto Escondido |
Date Flown | November 2020 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"you have to pay overweight"
Jose Trejo (United States)
✅ Trip Verified | We were traveling with just backpacks and handbags at the time of check in we were asked if we check in any luggage for which we were not just personal items as the check in person confirmed then she give us our boarding passes and instructions, but at the time of boarding the plane staff asked me for payment saying that I was having 2 personal items which was my backpack and my funny belt. She asked me to pick one or another or pay for an extra item so politely asked if she can reconsider for what she just ignored me and start calling other passengers. I ask if I can talk to a supervisor she said yes then move aside to talk on the radio then she asked my daughter to insert her backpack in a metal measuring cage which she did with a little trouble for what she said that item will have pay. I try to talk to her showing her fit my daughters backpack in and out she said “if you want your backpack in the plane you have to pay overweight or just lose it”. when superior arrive he was carrying a credit card payment device, I try to explain the situation for what he didn’t let me finish saying here is a copy of the items and dimensions your ticket allowed you to carry. I took my funny belt out of my waist and put it in side my backpack thinking this is so stupid since is going to be inside the plane anyway.
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Mexico City to Guadalajara |
Date Flown | November 2020 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"not respected any kind of social distancing"
G Salma (United States)
✅ Trip Verified | A terrible service, was not respected any kind of social distancing all piled up in rows of three passengers all seats full, incredibly an attack on the health of all passengers, I hope we all leave this flight healthy God help us! Un pésimo servicio no se respetaron ningún tipo de distanciamiento social todos amontonados en filas de tres pasajeros todos los asientos llenos , increíblemente un ataque a la salud de todos los pasajeros, ojalá todos salgamos sanos de este vuelo Dios nos Ayude!!
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Los Angeles to Guadalajara |
Date Flown | November 2020 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"Horrible customer service"
D Meale (United States)
✅ Trip Verified | Worst airline. They are so desperate for money they charge for everything. I paid for luggage that got checked for weight and got check all the time. They targeted us since we left Cancun I saw the paper they target us we fit everything, they said regarding regulations, and they threaten us that If we didn't pay something they would not let us board. We ended up paying because we didn't want to miss the flight. Horrible customer service.
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Mexico City to Tijuana |
Date Flown | November 2020 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |