VivaAerobus Reviews 503

THE AIRLINE CANCELED OUR FLIGHT 2 HOURS BEFORE, CHANGING OUR DESTINATION WITH LAYOVERS AND WAITING 3 DAYS AFTER WITHOUT TAKING RESPONSIBILITY FOR ACCOMMODATION, MEALS OR TRANSPORTATION, SO THE PASSENGERS HAD TO TRAVEL BY BUS, CATCHING US WITH COVID ON THE JOURNEY, THEY ARE A COMPANY VERY IRRESPONSIBLE DO NOT TRAVEL OR TRUST BECAUSE THEY TOLD US THAT THEY WOULD REFUND THE TOTAL OF THE TICKETS AND NOW THEY WASHED THEIR HANDS SAYING THAT THE PASSENGERS DID NOT BOARD THE FLIGHT ON THE INDICATED DAY

I flew from Mexico City to Oaxaca yesterday with my partner and today we discovered that my partners checked in luggage had been rifled through and her work mobile phone stolen (a dry sack was also stolen).

We contacted Viva Aerobus who were beyond useless. They informed us that checked in baggage is the full responsibility of the passenger and that they don't manage compensation. Additionally to report a crime we would have to go to the airport authorities, without being able to even give us any contact details or guidance on how to proceed with reporting a crime.

There is ZERO way for us to identify where or how this crime happened, whether it was with Mexican airport security (TSA equivalent) or with baggage handlers, or who to even contact to report it. This is an absolute black hole.

Having paid to fly with them and trusting them with our personal belongings, we would have expected some degree of a) responsibility on the airlines behalf for baggage that THEY are carrying for us, and b) assistance when something goes wrong. I appreciate that 3rd parties are involved in handling bags, but there must be a process to help the customer when the 3rd party fails.

But nothing. They blame us for putting something in a checked bag (when all policies on carry on luggage these days being geared towards directing passengers to pay for checked in bags). Victim blaming.

Also, the seats on these planes are small and leg room is tiny. I'm 5'9" and struggled even before the guy in front of me decided to recline his seat, forcing me into an extended manspread.

Never again will I fly with Viva Aerobus. The lesson: pay more, go with Aeromexico.

I recently traveled to Cancun Mexico it was the first time I used this airline. I had no problems at all the flights were on time the attendants were helpful on the ground and on the flights.

An awful experience - I was on VB 101 from JKF to Mexico City on 11/16/22 - the aircraft was not able to carry everyone's luggage onboard. There were 197 items not carried in total!!!

The flight itself was very uncomfortable with minimal leg room

There was zero communication, zero apology and no answer to any of the phone numbers provided. It was only by going back to the airport the following day off my own accord, that I was informed that the bags would be ready (3 hours later)

Awful experience - avoid at all costs, it’s worth paying more to avoid travelling with this company

Do not book with this airline! I was on flight VB 101 from JKF to Mexico City on November 14th 2022 and the aircraft was not able to take everyone's luggage on the plane and over 50 people landed and their luggage was still at JFK, including mine. It have been over 48 hours and we still have not received our bags and they are not answering their phones. This is a nightmare, VivaAerobus should provide some type of compensation to their customers for such an inconvenience.

For a low cost airline they ain't bad, just be careful with your baggage selection and keep screenshots of everthing that your reservation includes because in Cancun airport 2 days ago they almost made me pay for an extra checked bag which I had for a carry on (out of 2 plus my personal item) at the end they honoured my baggage. Besides from that and a 30 mins take off delay because of the saturation in MExico city air space, everything is cool, staff is nice, airplanes clean, flights usually smooth and boarding and disembarking processes also quite effective, my checked bags were out really fast. Of course food on board is sold but again for a low cost the basics are covered. I have flown 6 times with them and it's been overall the same, I do recommend (especially way over Volaris)

I booked my flight in august for a december departure from San Antonio to Oaxaca. I expected a change, making a reservation that far out. In fact within 3 weeks there was a change email from Viva. Viva changed me to a later arrival. I didn't want that flight as I wanted to arrive at my destination before dark. I went online before I called customer service and found the flight I wanted was flying the next day. They changed me no problem, they were great. Then a month later, 30 days or so before departure, I get another change email. Viva put me back on the late flight! I go online again before my call to customer service, no earlier flights that day BUT the day before, the day I originally booked was back on the schedule!! I call in and am told there are no seats on that flight! That is the flight I originally booked. I ask where my seat is and when did this flight get put back on the schedule. They could not answer that.
So now I'm booked for 2 days later at my prefered earlier time. Let's see what happens.

They website it's the worse, they said that I need it to verify amount, would never load, then I got confirmation for flight, then that payment didn't go through, and in order to check in , I had to give a different card and they charge me twice, the person on the phone said that one of the payment will be cancel and reimbursed to my account and it didn't. call them back and they send me to claims. It's a nightmare to deal with their customer service

Very bad experience, they cancelled my flight and gave me two vouchers out of which only one could be used when booking the new flight, robbing me on 50% of the flight price. Took months to respond to my complaint, and when I finally got an answer could not read it due to their page not loading.

They cancelled my ticket right when I was going on board. They let you know through email THE SAME DAY of the flight AFTER check in that the payment needs additional information, which is so stupid since the passenger is obviously busy that day preparing everything for the trip. After I tried to solve the problem, they assured me I could buy another seat in the same flight, but right when I was paying, the chashier told me the destination was a different one from my original destination. They said the payment got cancelled but after checking my bank info I saw that it got charged and I still don't get my money back. I also tried to cancel my returning flight and they didn't let me even after everything that happened.

Very disappointed!!! Terrible services and airline. First time trying to fly with you and didn’t even get to get on flight. I booked this airline for my boyfriend to get back to Los Angeles. I attended to check in since the day before and it would not allow me to, I would get an error sign. Attempted again the next morning and same message. But it did allow me to purchase a seat that same morning but it would still not allow me to check in. But it sure did allow to take my money for his seat… how convenient! On the emails it stated to show my at least 55 minutes prior to the flight. He arrived an hour prior and they tell him there that he needed to arrive 3 hours prior and that they can’t let him in anymore and he lost his flight completely. Would not put him on another flight or refined him. That is the most ridiculous thing ever. Absolutely upset!

If I could rate zero I would. Booked premium tickets to allow us extra baggage and choosing our seats. They broke into and stole belongings in my suitcase and they assigned us random seats apart. No apology or money back. Disgusting customer service. I would wait for weeks having sent them all the documents they requested. Then when I message them to ask an update they start all over again with "hello how can we help you"? . Appalling. Thieves.

Worst airline, customer service never resolves and doesn't give out any reference number at all. I received a cancellation on my flights on July 1, 2022. I called to request a reuimbursement on July 15, 2022. They said it will take 10-15 days. I called them back on August 5, 2022 asking about the status. They said it was processed and will be paid out on August 28, 2022. I called again on September 1, 2022 as nothing has shown up. Customer service says it's now in process and will be paid out on September 16, 2022. I asked for a confirmation number of the request, as I have been told twice it's in process. They don't have that information and how can I be sure it's in process. I waited for more than one hour on the phone and I asked if I can speak with a manager. I wasn't given the a good reason as to why should it take long to receive a refund, when in the first place you cancelled my flight with no reason at all until I called. They are really good on getting your money no problem within a day or two but they can't even return the funds back to you. It shows how trash and thieves they are. I will file a complaint with better business bureau they should not sell anything.

Tried to get a refund/ticket voucher since they would not let me board my flight. It not only happened to me, but with another group in front. Had to buy another flight since they would not exchange it. Called customer service and tried to ask for a refund/voucher and the supervisor "called" the airport and confirmed that there were 5 missed flights but no notes to reasons why. I let him know that I was there and I have my uber receipt showing that I was at the airport on time. He said that b/c there were no notes, there is nothing that he could do. I responded back that just b/c your co-workers did not put any notes for anybody, that is not our problem and that I have proof that I was there with receipts and that they scanned my boarding pass at the gate. He said nothing he can do.

We had a wonderful experience with Viva. Both ways the airport check-in lanes were packed, but they call at the flights for people to go through quicker if its running a little late. We made it in good time both ways. The crew was polite, the seats were comfortable, and the flights were great. I highly recommend this airline!

They are biggest scammers , there is an agent his name Raul .sir you are literally a cheap bastarad . You guys are playing with your client shut down the airline if you can't satisfy your clients. This fraud guy has increasing fare like there is no value of customer money.
Literally froud . The world's most dirtiest airline.

Worst airline in Mexico. Everything is always a mess. Incongruous policies. Horrible service. You pay for services that are then denied at the airport. Prices not worth the hassle and pain. Never again.

Update: we just checked our bank account and they refunded our money. Thank you to whoever kept working on our behalf to get that done.

A one is gracious! This airline will absolutely rip you off if they get a chance. They gave us bad information and then we were not allowed to board our flight, then they wouldn’t refund the return flight funds…. DO NOT USE THIS AIRLINE!!!!

They are horrible!!! They did a mistake with my luggage and they we very rude as well. The most of them don’t know English so it’s very hard to communicate with them. Was a really bad experience!

Ok so the 1 star is for the false customer services via phone, email, WhatsApp or front desk i mean they are absolutely horrible with it that is criminal, but hey it is true what they say cheap can be pretty expensive. Bueno la única estrella es por tener en servicio al cliente mas falsó qué la piratería de tepito, ya sea por teléfono, email, whatsapp o en sus quioscos en serio son horribles esos servicios qué tienen, nunca te resuelven o te dan una respuesta concreta pero hey bien se dice qué lo barato sale caro, así qué si botas por esta aerolínea prepárate para las sorpresas adiciónales qué te llegue a brindar 🤷🏻 y suerte 👍🏼