VivaAerobús

✅ Trip Verified | Second time flying with them (first one was from CDMX to Los Cabos), and the company also delayed its flight. Its cheap, but better fly Volaris, sure indeed.

✅ Trip Verified | Had trouble booking reservations took for ever to get them to charge card. Then had a reservations and showed up to LAX to check in to be told we had no reservations even though we had a VivaAerobús conformation number and a picture of the email. The ticket agents in LAX then said they wouldn't help us we had to call but no one to call and help us so luckily volaris had a flight leaving 20 min later so we just flew them. So unhelpful and terrible customer service. This is the 2nd time they have pulled stuff on us.

Not Verified | Worst travel experience imaginable. Purchased my flight for my family received email confirmation. Checked my bank statement and the total cost of the trip was deducted from my debit card. Arrived to the airport 3 hours in advance as I was traveling with a group and returning a rental from hertz that I purchase with the exact same debit card as my families tickets. When I arrived to check in , was informed our flights were canceled due to an issue with my card. Ticket counter advised to call customer service Called my banking institution first, they assured me nothing was wrong with my account and to check with the vendor Called the airline. Spoke to customer service, i was informed nothing could be done and my funds would return in 3 days. I begged for a solution as I was stranded. Customer service instructed me nothing could be done. I was told the situation was my fault and to sleep in the airport until my funds returned if necessary. No travel credit, nothing. Never have I ever been treated so poorly. I called volaris airlines after and they provided me with a solution because they cared about keeping me as a customer. My family went home same day thanks to another airline. Vivaaerobus is the worst service you can choose for you and your family especially as I foreigner traveling in Mexico. Avoid at all cost.

Not Verified | Our flight (flight 167) was suppose to depart at 10:50am, but due to technical issues we were inside the plane up to un hour with no A/C inside, until they decided that we to leave the plane. The next option was to wait until next flight which was until 8:30pm. So we decided to wait until then, but we did ask for a food benefit due to it was a technical issue on their side, they just said we take care of if just be patient. Long story short, it has been more than 6 hours and we still haven’t received any food. I spoke with the manager, which by the way the Manager was pretty rude, because when I went to ask her what was happening, she just continued saying they were still working on it, so obviously told her that was not enough, that they were leaving a whole flight without food. And she just: “you can place a complaint with customer service”, like if that was going to resolve the issue. By the other hand, how is it possible they they don’t have spare planes or have support with other airlines to cover each other’s back when needed. This has been the worst airline ever.

Not Verified | Worst traveling experience ever! First my flight time was changed with no notice whatsoever, second I arrived at the airport 3 hours prior to my flight only to be told that I didn’t have a seat and was possibly going to have to take a later flight. Once given my assigned seat, it took an hour to board. Very unorganized and very rude staff. Never again will I travel with this airline.

Not Verified | I flew to Mexico City from New York City with my dog. He was in his carrier and under the seat the entire time without issue. He was checked in at JFK International Airport, again, with no problem. Our flight itself was delayed an hour because the arriving plane was late and then it felt like we sat on the tarmac for another hour before taking off. The real issue was when attempting to check in for my flight from Mexico City to Guadalajara. The ground staff wouldn’t let my dog on board with me, despite no issues on the previous (and much longer) leg of the journey. The woman kept repeating that the airport in Mexico City is an international airport so they have stricter rules. How do you think I got to Mexico? A domestic flight?? What a scam. I will never fly viva again, and based on this and the other reviews here, I would recommend everyone else stay away too.

Not Verified | We are going from Cancun to Mexico city (right now) suddenly all flights to Mexico is delayed 5h. The message showed up when we were going to the gate to board. No information before that. The explanation we received after asking why it is delayed: 3 planes is out for maintenance .. can you please explain why you waited this long with communicating this? This is a total ripoff and not something you suddenly decide to do. This was a scheduled and planned move by Viva Aerobus. We are losing money because of this and I was offered a 100 peso food ticket .. just ridiculous. To all that reads this please just use another airline if you haven't booked through this company yet.

✅ Trip Verified | Arrived at the airport, got to the gate 90 minutes before flight. Lax-mty-cuu, 1 hour before flight, announcement that flight was canceled. Few were accommodated to another flight to gdl, others were refund, or rebook another day. One ticket agent to Handle entire flight. 2 1/2 hrs later, I was with the agent, after insisting that I needed to be in cuu by Monday, they booked me lax-mex-cuu. 9 hour layover in mex. Absolutely no compensation whatsoever. No food voucher, no future credit (that I'd never use for this airline). Worst service ever. Flight was canceled because inbound previous flight was delayed to the point customs & immigration was closed, and aircraft was not available. As far as value for money, it's not worth the poor service. I'm obligated to give a minimum of 1 star, really, 0 or n/a is appropriate.

Not Verified | Do not book with Viva. I booked a flight to Los Cabos from Tijuana a few months in advance of my vacation. 2 weeks before my scheduled flight, they emailed me saying that my outgoing flight was cancelled and I was put on a much later flight. I accepted the change. The following day, I was told that my incoming flight was cancelled and there were no other direct flights. All other flights available that day were 8+ hours in duration. I asked for a refund and they said that I could not get a refund as it was not one of the 27 reasons why they give refunds. Keep in mind that they changed and cancelled my flight. Not me. I even had purchased the refund insurance for protection. Still, I could not get a refund. I will be calling my credit card for help. Be warned. Viva changes your flights last minute. You will not get a refund even if you get the insurance.

✅ Trip Verified | Their flights coming out of Houston are always delayed 1-2 hours. Literally every time I fly with them and they don’t really seam to care. In addition to that, they close their ticketing counter one hour before the flight because the people that run the gate desk are the same ones that work at the check in counter. So if you are running late, you won’t be able to check in, even though you know the flight is going to be delayed for an hour and a half! They also cancel flights if they’re not a certain percentage full. They really just don’t care about their customers.