VivaAerobus Reviews 503

Flight 1104 from Mexico City to Merida on the 8th of January.

The service is always bad but now they went over the line in many ways.

I travel a lot and I have never received so bad treatment from any company before VivaAerobus. I have actually never missed a flight in my life and I also arrived in time for this flight too but...

My flight from Mexico City to Merida was delayed (as always with Viva Aerobus). It disappeared from the table and therefore I went to their help desk to ask about it. I was told twice and I repeated that so it will be delayed for 2 hours and the answer was "Yes". So I went to the restaurant side for a sandwich and beer since according to the help desk there was plenty of time for the departure.

Well, I came back and the flight had already departed. The employees laughed at my face when I complained about the wrong information I was given. They laughed together and repeated that I have to speak with the manager. None of them was making any effort to help me how to get out from the gate area and therefore I had to ask help from another company's staff.

When I finally found the manager, it turned out she didn't speak English at all which I found weird considering that this company is flying a lot to USA as well. She called a regular employee and I explained the issue and the mistake to him. I was kindly asking if I would have been able to switch the flight for the later one without extra costs since the company clearly made a mistake. I think you need to be able to rely on the information given by the help desk.

Well, no, this was not possible. I have to pay for the extra flight. The "manager" told that to her employee and there was nothing he could about it. I didn't do anything wrong by myself but service I got was so terrible that I felt like I need to warn the others about this company here.

Date of travel: January 2022

worst experience ever with vivaaerobus they are profecional in changing your fligth, delayes and canceling fligths from chicago to mexico city on 12/20/21 to 1/7 /22 they cancelled my fligth both ways then they didnt gime vip seats even i did pay 10$ extra per seat plus they searched my luggage for no reason and the last they sell you everything from water to penuts in fligth so mediocre airline dont waste your time o your money dont use vivaaerobus unless you want to be dissapointed !!!

Long delays for almost every flight with no good reason. They not know how to run the operation at all.

Seems like kids are in charge here.

They added more people than they should to the flight and ask people to get off after they sitting

The absolute WORST AIRLINE. They stole two of my beats out of my luggage and other items. The min we stepped off the plan. my husband forgot on plane his C Pap and they would not allow to get back on. Some lady told him that he was never a passenger, while we had just gotten off the flight less then 5 mins. They would not even let my husband back on. Finally the the flight attendant seen him and told the lady yes he was on there and ran back and got it for him.
I have called and emailed asistenciaequipajes @ viva aerobús They have not returned my email or even called me back at all. I have called them many times and different numbers. Nothing! I would NOT RECOMMEND THIS AIRLINE TO NO ONE!
Here is one conversation that I had through Facebook messenger and now they won’t even answer me!

The worst travel experience ever. 16 hours from Cancun to Tijuana for what should have been a 6 hour nonstop trip. Endless unexplained delays for no reason. Lost both my bags and they never responded to my requests. One bag showed up in 2 days, one in a week. They delivered them to Los Angeles - a 3 hour drive from my original destination - and refused to deliver them. Will never fly on this airline again.

The problems with this airline started even one month before my flight. They've changed my flight date that did not suit me. I've contacted their customer support and they were very unresponsive (took several days to reply) and unwilling to help despite the fact I paid an insurance on their website. In the end I rebooked my accommodation because there were no other flights.
I arrived 2hours before my flight from Bogotá airport, the check in took more then 1 hour and the staff was the slowest I've seen. Luckily I was able to make it in time but this experience was just the worst. Never flying with this airline again.

VivaAerobus worst from Tijuana to Mexico City. We got to the airport to check in our luggage and the VivaAerobus agent said that they just close and they can’t checkin luggage from this flight, they are on the next flight now. I told her we were here for two hours satanding in the long line Amd she didn’t care. I asked her what should I do, she said I need to buy a new flight tickets or I can fly with out my luggage. And there was another older lady that was complaining about she just last her identification card on the counter top and she won’t help her. The vivíaAirbus agent was Yelling at her to move out of the way so the next person can get her turn. VivaAirbus is the worst ever they still your money. They don’t help you, they are not nice they are the worst ever

Viva aerobus robbed me of $450 USD a trivial matter that was easily resolved in two minutes by immigration. This should have been resolved by viva when they examined my passport and covid -19 test in their documentation dept when I checked in. Immigration is only a few steps away and very easy to fix at this point. but instead they found it easier and much more profitable to wait till I was boarding my flight (I feel like they set me up). I arrived at the Guadalajara airport 5 hours early for the early morning November 10,2021 for the 5:50 am flight to Houston. So, here begins the nightmare, as I was actually in the process of boarding the flight a viva employee rechecked my passport and told me that I needed to go to immigration, to clarify this minor issue that no one supposedly never noticed before. Immigration is located at the other end of airport easily a half hour walk for an old 74 year old man like me with health issues. Not even one viva employee even lifted a finger to help me through this ordeal . So, obviously I was going to miss my flight. So here I am stuck in Mexico, the very rude man in viva customer service at Guadalahara airport told me to rebook my flight at my expence, and pay out of my own pocket for the flight that they deliberately made me miss. In all my 74 years and lots of international travel, I have never experienced anything like this before. I am currently still stuck in Mexico because I was never prepared for dealing with such a corrupt and dishonest airline as viva and did not have the money to purchase another ticket. I must now get a new covid test done, viva ripped me off for $450 USD plus made me incur many additional expenses, caused me stress and frustration. Luckily for me, I have friends and relatives that will wire me money to help me through this ordeal. Those of us that have been cheated and robbed by viva need to start a class action lawsuit and put them out of business and hold them accountable .I have more respect for someone who would rob me at gunpoint than this spineless corrupt airline. I want my story to go viral, I want everyone to know what they did to me! My message to viva and to the customer service rep that was rude with me is this : I am just getting started, you may think that I'm a pushover and that this was like taking candy from a baby but you will soon learn how wrong you are. I will be back in the USA soon,and it will be my pleasure to expose you for what you truly are

So my flight is delayed without notice from 13:25hrs to 19:50hrs on 9/11/2021. I call customer service to reschedule to next day, and get it for free no questions asked. Somethings going on, so I ask the phone rep, manager in the airport and customer service rep outside the airport and nada. Luckily one rep actually did spill the beans that 4 planes are under maintenance since yesterday. They also had a front landing gear malfunction in March of this year in vallarta (luckily just before the plane entered the runway for takeoff). Please don't use their company, it's not safe and you're throwing your money down the drain.

Absolute WORST airlines I have ever NOT flown with. I had a flight from Tijuana to Puerto Escondido on November 5th. First, they delayed the flight a few days before, which is pretty typical of them. When I was in there terminal everyone was confused on which flights were flying from which gate and there were no employees there to help at the kiosks. After an hour of being in the terminal I was able to find my gate, which wasn't showing the correct information or have someone manning the kiosk. When the flight was delayed another hour, no one told all of us waiting through any means of communication, we all had to swarm the attendant when he walked by. Our flight was delayed another hour and an hour after that it was canceled. The front kiosk gave everyone a number to call, which did not work and told everyone to go to the front check in to ask questions.

I waited for three hours to talk to someone at the front desk and literally all she gave me was the same faulty phone number and as option to have my flight for 11:30pm 2 nights later. Everyone was upset and some people had their flights canceled two nights in a row and no compensation for the inconvenience. I didn't trust the airline to actually have a flight that would be reliable so I flew back home from San Diego. Viva Aerobus claimed the reason for the cancellation was the fog, but I literally flew out of San Diego a few hours later, an hour away. Some planes were still landing at Tijuana and there wasn't much fog.

The worst part was trying to get a hold of the company. I had been calling and trying different menus for hours in the airport and talking in circles with the bot. Whenever I got a hold of someone, they would transfer me and drop my call. Terrible communication and it's impossible to get a real person. When I finally reached Debra and the manager Eduardo, they helped very little and only gave a refund on the flight they canceled, not the flight that I had as my return (which I couldn't even use since I wasn't there!) Overall a terrible experience with both the airlines at the airport, the manager, and the call center. Don't use this airline if you want to get somewhere within a couple of days. They are unreliable and don't compensate when they don't deliver on their promises.

Don’t do it!!!!! They’re not an honest company and people have days traveling to places from Mexico City to Cancun,Guadalajara, Monterey and back to Mexico city. People lost luggage and about 3 days of delay and traveling around Mexico back to the City they travel from. People are out of money and even staying to sleep at the airport’s. Don’t do it! Staff is unprofessional and have no empathy for the people traveling. The people that traveling to different Cities buy food in the airplane and have spent all their money. The company lies about taking the people to their destinations and instead take them to other places and tell them that they cannot get off the plane unless they want to loose their flight completely.

Hi everyone, I just need to let go of this experience therefore I need to write this review.

I am speakless, because I never have experienced such a bad service from an airline than this one!

So first of all I needed to book this flight to get to cancun from europe. But I can not fly because I got sick and I read an alert on the foreign office of mexico that there were some tourists killed in the area of riviera Maya. To be honest I got scared and since almost every airline (because of the pandemic circumstances) now have flexible cancellation terms and you get your money back, I tried to do that for booked tickets. And I also recognized that the total price of the tickets were higher than the actual price of the tickets if you sum them up.

On the website you will find the customer service number and a chat option via whatsapp to contact vivaaerobus.

I tried the whatsapp version and first of all asked for someone that speaks English. Unfortunately there was no English speaking agent available, so I used google translator and I knew that would cost me a lot of time and energy :( So after 5 agents who always send me the same answers in spanish and told me that I can not cancel my flight after 24 hours of booking and only can do that in case of illness and death, and the only option is to change my flight I really gave up. I tried to explain that a change of the ticket does not make any sense because I am not rescheduling my flight and I live in europe. But no human reaction...

So then I called the 0052 81 82 150 150 and had to wait for almost 30 minutes to get connected to an English speaking person. I was so happy to get the opportunity to talk to a real person. But then I recognized my expectations were too high haha. I then realized that the connection was so horrible and his English was not understandable, but he seemed very nice...after 5 times of asking him to repeat what he just said because it sounded like he was living in a cave with bad sound, he tried to say something that I could not understand again and suddenly I was cut off. Since I was so desperate afterwards and my head startet to get hot I decided to take a break for few days and try that again a few days later.

So today I called again! Good things first, the connection was good and I understood his english...thats all guys hahhahah

He talked very very fast and after I gave him all my data to proof that I am the passenger he told me that I can only change my flights and not get any money back, I tried to explain to him my situtaion and asked him why on earth is every other airline so flexible in the period of a global pandemic they are not..guess what he said he repeated again "we can not cancel your flight we can only change your flight"....Then of course I asked him if he just listened to me and what differences of the air fare where? Because I booked the highest one...But guys it was all for nothing..:(

I said I have a question according to the price he then just read what the total price is and did not answer my queston and repeated that 5 times..

Of course I got upset and said why don't you put me throught to someone who can explain that to me, he then said I would need to call again (again i am calling from europe we have 6 hours of difference to mexiko) in order to speak to someone from the finance department hahahhaha

I then asked him to put me through his manager and he then said I need to call again in order to talk to him/her hahhahhaha

I thought this is a nighmare ...and then I asked him for the manager's email adress he then gave me a general customer service email adress hahaha

Well I would say I will never see my money again..
I really feel bad for the people working for such companies I really do not blame them but the system..So next time I will rather pay a little bit more..

So now this is the only way I can move on and let you all know how incredible bad the service is...I will never ever again book anything from this airline!!!

Stay safe !

Do not flight this airline unless you have a small carry on baggage they are very strict and will charge you even if size or weight exceed a few centimeters or ounces
Flew Volaris with same baggage with no problem but viva wanted to charge me because exceeded a few centimeters
Once again you need to be very careful that your carry in does not exceed their dimension not like other airlines like volaros that are more flexible
Bottom the money you will save you probably will be expending it on your luggage
In addition that my flight was delayed 2 hours which heard that it is typical with this airline
First time booked this airline due to my schedule and end up reaching my destination 2.5 hours late
Bottom line this airline should be your last option if you’re not traveling with tight schedule or traveling g with very very light

As a travel agent, I enjoy testing different airlines.
This is my first experience with Viva Aerobus, and I have to say, I am not at all impressed.
My flight houston to huatulco was changed by the airline - to a flight it isnt even possible for me to make as i wont even land in houston until 3pm. (new flight at 10am)
After 3 customer service calls, i ended up getting a voucher - it wont be available to use for 3 days.
they could not rebook me houston - monterray - huatulco, even though there are flights available.
the usa customer service line does not work, i had to call the mexico customer service line
they would not issue a refund, even though this is a change they did
they would only issue a voucher, agent #2 said the voucher is good for a year, agent #3 said the voucher is good for 120 days
they would not rebook me houston - monterray - huatulco, even though there are flights available.
i do not live in mexico, so this is the only time i can use the voucher
now i have to wait 3 days to rebook t0he flight that is in their system iah-mty-hux.
i will never book this airline again for myself or my clients

had a reservation to fly from Mexico City to Veracruz on September 26th. The company cancelled the flight due to operational reasons and refused to refund my ticket. They only give me the option to:

- Change the flight to another day (which does not work for me since this was a connecting flight).
- A coupon (which I cannot use since I am from Spain and do not live in Mexico).

After speaking several times with the customer service they refuse to reimburse the amount of the ticket even though according to the Mexican Civil Aviation Law I have the right to reimbursement + 25% of the ticket price as it was a cancellation due to operational reasons of the company.

A 0 for customer service and a 0 for the company.

I never write reviews but after the treatment me and my boyfriend received, i COULDNT let this go!! we took our first vacation to IXTAPA, ZIHUATANEJO, with a fight expected to depart from MEXICO CITY on 08.16 via fight DEQQNH scheduled at 4:20pm. Unfortunately, we ran into a few issues our prior flight being delayed by about 5 minutes but still enough time to make our next flight. Since we were not familiar with the airport, EVERYONE sent us EVERYWHERE BUT WHERE WE NEEDED TO GO!... needless to say, we arrived to VIVA at about 3:22pm and explained to them what we had just went thru to find them. we explained that we made attempts to check in online but we were having issues connecting to the internet and she offered to have us speak to a manager. We knew this was going to be a nightmare by the way he treated her when she explained our situtation - he RUDELY cut her off and said in spanish "I DONT GET..... WHERE WERE THEY SENT!!!"... like we had an answer for him!!! if we knew, we wouldn't be LOST!!! we are very understanding people but BY FAR this was the WORST experience EVER as he just didnt care!!! he explained "too bad, the gates are closed and theres NOTHING he can do!!" we understand that different airports have different polices, BUT the lack of empathy REALLY GOT TO ME as we BEGGED FOR HELP, explaining we were only time but this wasnt our fault and we were only 2 mins late.. he snapped at us by saying "all he could do was change our flight" and then SMILED (like he wanted to laugh) when he said the only availability was not until 08.19 - which was unacceptable!! i BEGGED him to have a heart and at least try to see if there was anything that can be done, call the gate, ASK, HUMOR MEEEEEE!!! his disgusting answer to me was "NO... i dont need to call the gate, cuz I have already closed it!!". i asked what that means for us as we not only lost our flight for NO GOOD REASON, BUT ALSO OUR MONEY.... he said "yes, because IM refusing his help to book me 3 DAYS OUT". THATS NOT HELP!!! OUR VACTION WOULD BE OVER BY THEN!!" when i asked if there was anyone else that can help, we said no and SHUGGED his shoulders.. i advised that we would be calling our bank and sharing our experience, again HE SHRUGGED HIS SHOULDERS!!! DISGUSTING!! unfortunately i did not get his name but i will NEVER FORGET THAT FACE!!! He ruined my day and speaks volumes when every other airline i spoke to said this was UNACCEPTABLE!!

Flight VB 186 on August 11th 2021 from Mexico City to Chicago O'Hare. Initial estimated arrival time: 10:30 pm, but it arrived an hour later due to some issue at the Mexico City Airport. We were waiting for our luggage to show up for 2 hours! Several passengers tried to call the office of Viva Aerobus in Chicago, but no one took the call, and no one from the company was at the airport to help. Do yourself a favor, and DO NOT TRAVEL WITH VIVA AEROBUS EVER! Terrible experience.

We used Viva as a charter from Pittsburgh to Cancun and back. The information was updated far enough in advance that when we checked online at home we knew there was going to be some delay. They didn’t have a sign in the landside terminal in Pittsburgh, but when we found the right desk the lady was helpful. Walking through the airside terminal all I noticed was people waiting at gates with no planes parked infront of them. Our plane was there and ready to go, that’s more that can be said of the Yellow planes that canceled over half of their flights from Pittsburgh and Latrobe to Mexico and Florida. I read the reviews of many disappointed customers, so I would not recommend buying a flight but, as a chartered flight for a travel agency package; we got where we had to go and back in a nearly brand new and safe feeling plane.

I booked a flight to Hermosillo MX from San Antonio on a Thursday, so I left work early to make it on time. The flight was to leave at 5pm so I arrived the day of the flight at 3pm. When I got to the ticket counter they told me the flt already left because they cancelled the 5pm flight and changed the time to 2pm. They said that I was sent an email to inform me of the change. I don't know about you but while I'm at work or home I'm not checking email every second of the day, so of course I was very upset because I had an appointment at 9pm that evening. I found a flight with American Airlines which cost me $437 twice what I paid on viva. when I returned home I called viva and they said they would give me a voucher for $238. My inconvenience was worth more than that, they wouldn't give the a ticket for the price I had to pay with AA they didn't care about my inconvenience or what I paid. This is my last trip with them. they as an airline suck to say the least customer service is horrible as well as all service in mexico they dont care about the customer.

This is by far the worst airline I have ever used, what I paid was not cheap but what they did to me was so low, my itinerary for the return was 1 year after which obviously was a system error, when I found out about it customer service was so unfair to me and felt so helpless, the "manager"was sarcastic and very rude, I had to paid almost double from the original price I had paid before. She laughed saying that is not strange that people go for vacation for one year!!! They know you have no option than pay again "BE CAREFUL"
Never, never use this airline again