VivaAerobús

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 146 reviews
2/10
No Skytrax Rating
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2/10

"First and last time I use this airline"

(United States)

Trip Verified | First time flying with this line was delayed. While waiting for a two hour delay then another 40 minutes total of 2:40 delay I was talking to other passengers they said they do this often. First and last time I use this airline
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMorelia to Chicago
Date FlownDecember 2023
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

“consistently proves to be a disappointmen

(United States)

Not Verified | Don’t fly VivaAerobús, they consistently proves to be a disappointment with ridiculous delays, lost luggage, terrible communication and customer service. I have had lost luggage, open luggage, delayed flights etc… there was a 14 hour delay when I used it, will only use when there is no other choice, I prefer to pay more and not fly VivaAerobús, hopefully with some competition they will fade away.
Type Of TravellerBusiness
Seat TypePremium Economy
RouteNuevo Laredo to Mexico City
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"customer service is nonexistent"

(United States)

Not Verified | I cannot stress my disappointment and frustration with this airline enough. The customer service is nonexistent. They will put you on hold and you’ll never progress. They will nickel and dime you more than any carrier I’ve ever flown. The counter staff will run from you rather than help or serve you. They will not make eye contact, and just say “there’s nothing we can do. Call customer service.” Then enjoy spending eternity on hold. Alternatively they will make up policies and change rules to excuse their inadequacy and complete lack of both service and professionalism. If there was ever an airline that embodied everything wrong with modern air travel and customer service combined, this would be it. Please run away before they rob you and run away themselves.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteChicago to Guadalajara
Date FlownDecember 2023
Ground Service 12345
Value For Money 12345
no
1/10

"flights are horribly late"

(Thailand)

Trip Verified | It’s a scam. Not only their flights are horribly late (we waited 5 hours), they are also 20% overbooked and what’s worse - they scam you. We purchased space+ exit seats which cost us $50 USD extra. The plane was changed and we were given basic seats instead. When we tried to refund the money, they refused and told us that we actually purchased basic seats (even though the confirmation email clearly stated “space+”). Apary from that, their airport facilities are outdated and too tight. If you value your time and money, fly with Volaris instead,
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteTijuana to Mexico City
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"very bad experience"

(United States)

Trip Verified | I do not recommend using this airline, very bad experience, after having spent an hour talking to customer service, I had to pay for another ticket besides mine to be able to carry my extra suitcases. Finally, when I am sitting on the plane, the representative comes and tells me that one of my suitcases had broken and that they had to put plastic bags in it so that my things wouldn't fall out. In short, a nightmare or rather it is a business to extract money from passengers when the plane was practically empty. Don't waste your time use another airline. No recomiendo usar esta aerolínea muy mala experiencia después de haber estado hablando una hora con el servicio al cliente tuve que pagar por otro boleto a parte del mio para poder llevar mis maletas extras. Finalmente cuando estoy sentado en el avion viene la representante y me dice que una de mis maletas se habia roto y que tuvieron que ponerle bolsas plasticas para que mis cosas no se salieran. En fin una pesadilla o mejor dicho es un negocio para sacarle dinero a los pasajeros cuando el avion estaba prácticamente vacio. No pierda su tiempo use otra aerolínea
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCancun to Habana
Date FlownSeptember 2023
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

"No one would take responsibility"

(United States)

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.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMexico to Chicago
Date FlownAugust 2023
Ground Service 12345
Value For Money 12345
no
1/10

"Do not use this airline"

(United States)

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.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTijuana to Puerto Vallarta
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"voucher only lasts for 12 months"

(United States)

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.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteTijuana to Cancun
Date FlownAugust 2023
Value For Money 12345
no
1/10

"the chaotic circus you don't"

(United States)

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.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMexico City to Quito
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"the worst and should never be used"

(United States)

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.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMexico City to Tijuana
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no