VivaAerobús

✅ Trip Verified | The most irresponsible airline I’ve ever seen. The staff are rude. I had two tickets for me and my husband. They clearly sold tickets to more people than they could. Either for our first flight from Cancun to Mexico city and our return flight, we faced the same problem. They are so irresponsible and disrespectful.

✅ Trip Verified | I was very sceptical about flying Viva due to the low rating online. However I was pleasantly surprised the plane was very comfortable, The crew was nice and friendly, The flights were on time and I had Zero Issues. I would definitely fly Viva again.

✅ Trip Verified | Stay away from this airline. Due to flight delay, I missed the connection flight and was put on a flight on the next day in the morning although there were flights on the same night. The airline sent a sms stating the delay was due to a technical problem. At the airport counter the personnel said it was instructed to say the delay was due to weather which was a lie because other flights in the same direction and at the same time took place on time. They refused any reimbursement for the hotel that was paid for at the destination, no accommodation for the night, no food, not even water on the plane. The personnel when confronting immediately lost the ability to speak English.

✅ Trip Verified | Don't fly with them. I have flown with then twice this month and both times on my flight home, my flight was cancelled. The first time they were late and missed their time slot. The second time they overbooked the flight. The last straw was when they wouldn't let me order a beer with the dinner credit they gave me at the hotel they put us in. A free meal and drink was the only silver lining that I was looking forward to out of this entire situation and they tore that away. Don't fly with them.

✅ Trip Verified | Flying back to Houston through Monterey from Mexico City. When you arrive non stop to CDMX, immigration does not stamp your passport. They give you a paper receipt. When I go to fly back, I arrive at the airport and get in line at Viva’s counter. Their website does not allow you to get a boarding pass you must get in line. Then, they had me wait in line for 30 minutes only to tell me, because my connection is through Monterrey, I must go to another terminal to Vivas domestic counter. Wait in line again, only for them to say, I need to be in a different line. Finally 1.5 hours later I get my pass. The plane is cramped (I get it, it’s a budget airline) when you arrive at MTY, they have jetways, but they don’t use them. So you deboard on the tarmac. It was 97 degrees. Then they take you on a chaotic run through a tight busy terminal to a bus. You board and drive around the airport to a different terminal. Another long run through a worse chaotic terminal. At this point they say, “Houston?” Yes about 7 of us step aside. We wait for 10 minutes they aren’t explaining what or where is next. Finally, follow us. We walk the entire terminal to the farthest gate. I’m leaving out that at every one of these stops, they check all our documents. Multiple times. Now at the gate, they look at passports and declare we have to go to immigration because CDMX doesn’t stamp our passports. Walk the terminal again, checking documents multiple times, onto a bus, walk through another terminal, with multiple stops and checks. Immigration stamps the passport and we are told to walk to either gate 1 or 2. Which one? 1 or 2, it doesn’t matter. Walk back through the entire airport basically back to where we originally were, only to barely make the flight. I had 2 hours in between flights and that’s what it took. It was super chaotic, hot and crowded. Make certain you never fly through Mexico with a connecting flight. It’s absolutely not worth it. And I’ve flown to CDMX many times.

✅ 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.