VivaAerobus Reviews 503

DANGEROUS - Do not take this airline if you travel to Mexico !
3 flights on this airline :
- 1st one : they ripped apart my suitcase for no reason. I had to spend hours on the phone to get some reimbursement (vouchers for the same airline…)
- 2nd one : ok
- 3rd one : they did over-booking, and kept us from checking-in online.
Not a single apology on their side, they just said we needed to go to the gate and wait. We’re now stuck in Monterrey with no way of housing or anything, this is very scary.

HORRIBLE! I purchased tickets to fly out, and in less than 24 hrs I needed to make a change, or cancel my flights. I paid $700+ on the tickets and they wanted to refund me $166 although my flight is not even til 3 weeks. So than I asked if I can just change the flights, they said yes but I had to pay the difference, which it would have been way cheaper to just get the flights than to pay the difference! I am now $1,400 in! oh and they gave me a "discount" NEVER AGAIN! I could have fly with AA for less and way better service!!! It was all a lie on their refunds, cancelations for a small fee. THEY WILL NOT HELP YOU and advise you to do everything online, mind you, you pay a fee for insurance etc.

This is the worst airline ever. I had bought a ticket Mexico City to Chicago, there was a lay over in Monterrey, which I was okay with I asked 3 different representatives if my flight was from Mexico City to Chicago all 3 said yes. So the day of my flight I go to the airport to find out I was in the wrong airport. Mexico City has 2 airports which I was not aware of because I’m not a traveler and I came to Mexico on an emergency basis.when I bought my first ticket if there are 2 airports., the representative I spoke with that helped me with my reservation Chicago Mexico City , did not have any problem. The guy at the checkin counter told me I was at the wrong airport and that I needed to go ask where you purchase the tickets. The guy at that area sent me to go speak to a supervisor. I went to speak to a supervisor and he gave me a phone number saying that I had to call viva bus at Monterrey WTH. Long story short I missed my flight. They wanted me to purchase another ticket. I asked them if there was another flight because I needed to leave. I didn’t mind paying the difference. The representative said I had to buy another ticket and the only refund if any will be $30. It was not their fault I DIDNT KNOW THERE WERE 2 AIRPORTS. Well if would of had better communication and took the time to ask questions! They are in a hurry to get you off the phone.
They need better people in costumer service, people that are knowledgeable and who are willing to help and their English sucks. I will not ever choose this airlines again!

I tried to book through their website. The price seems very low. But what they don't tell you is that they basically double the price at the very last step of the booking process if you are not a Mexican national or resident. Wow. What a scam. After I spent so much time creating an account and updating my profile information etc. They just waste your time.

Unless you like prison camps AVOID VIVA AEROBUS
My son (15) was travelling with his grandparents from Cancun to CDMX. Check-in was comparable to the entry to a prison. A person that looked more like a prison guard than an airline employee required a document signed by myself to allow check-in. He actually had a notarized document signed by myself, just not the airline one. On top of that he was travelling with my elderly parents (his grandparents). And no he was not travelling to Guantanamo. My father (89) nearly had a heart attack! I strongly suggest you walk if the only alternative is Viva Aerobus. Oh by the way I gave them a chance to apologize,, and showed me that somewhere hidden deeply in their website this document existed! I live in a former Communist country, but never saw anything like that!

One of the worst airlines,, and to talk to representatives is such a hassle. They will do whatever it takes to not give you a refund d that you deserve. If you talk on the phone after being on hold for ever, sometimes over an hour, they will just hang up the phone on you. Same if you talk to them online, they will just stop reading your messages, specially if you have proof of you getting overcharged on stuff. THE WORST AIRLINE!!! SCAMMERS!!

I had one of the worst experiences of my life with VivaAerobus.

They changed my flight schedule without prior notice, ruining my plans. The worst part was their customer service: totally indifferent, disrespectful, and lacking any empathy for passengers.

We pay for a service they fail to deliver, and they don’t even have the decency to inform passengers of the changes or provide an appropriate solution. When I tried to resolve the issue, they simply told me there was nothing they could do, completely ignoring their responsibility.

It’s clear that they don’t care about their customers, only about the money. I strongly recommend everyone to avoid this airline at all costs. There are better options out there that respect their passengers.

Issue began in Nov 2024, filed a claim Dec 17, 2024, followed up 3 weeks later, Januar 9, 2025.
Nobody has followed up.
Posted this on their Facebook page, "Has anyone here had problems with this airline? I filed a claim 3 weeks ago and no one has replied. Nobody is helpful when I call the customer service number. Their solution is just email customer service. Can someone please provide a suggestion on how I can escalate my situation? This company is extremely unprofessional. I would never recommend this airline.
Thank you."

WARNING! AVOID USING THIS AIRLINE.
This is the Spirit Airline of Mexico.
Use Aeromexico or Volaris instead.
Viva Aerobus, is a sham of a company. NOBODY is helpful. They only want to communicate using email. They are extremely rude and do not care about your situation. "We have your money, so deal with it.", should be their company slogan.
The review below is right on point. They are describing my experience 100%.
Below is a review from a website:
I promised to tell you about what’s considered the worst Mexican airline, and that would be VivaAerobus.
One of the leading low-cost Mexican airlines that has made air travel affordable for many travelers, VivaAerobus can get you to a lot of places in Mexico for cheap.
If you’re looking for budget-friendly flights within Mexico, VivaAerobus is the one — but I’ll warn you that they’re basically the Spirit Airlines of Mexico.
Flying with VivaAerobus can be a hit or miss, so be prepared for various experiences, both good and bad, as their service quality varies significantly from flight to flight.
On one hand, the fares are incredibly low, which is perfect for travelers on a tight budget.
They offer numerous routes across Mexico, making getting to popular and less touristy destinations convenient. However, the low cost comes with some trade-offs.
Many passengers have reported flight cancellations and change issues, often with little to no notice. I’d say 80% of the flights I’ve taken with them have been delayed.
While the base fare is low, VivaAerobus is known for charging extra fees for almost everything.
Additionally, the check-in process at the airport can be chaotic and time-consuming, with long lines and sometimes unhelpful staff.
For a smoother check-in process, download their app before your flight.
Once you’re on the flight, the experience is generally no-frills, but manageable. I’ve taken them several times, and the actual flights have been fine.
Despite all their issues, VivaAerobus is one of the best cheap Mexican airlines — as long as you remember the saying “you get what you pay for.”
They offer a cost-effective way to travel around Mexico if you’re flexible and prepared for potential inconveniences.
✈️ Viva Aerobus In-Flight Services
Food and Drinks: Basic; typically not included in the ticket price.
Comfort: Standard seating; extra legroom options in exit rows only.
Entertainment: None provided, so bring your own devices.
Baggage: Carry-on included; checked baggage can be pricey.
Website: vivaaerobus.com
⚠️ Note: The cramped seating and lack of food and entertainment options are two reasons I don’t recommend this airline for long-haul flights unless you want to save a buck, and are willing to suffer a little in the process.
🧳 One Final Tip: I’d skip VivaAerobus if you have check-in luggage, especially in the Mexico City Airport. The process is a nightmare, and not worth the headache.

Overbooked flight. Booked an international flight between Mexico and Madrid with Iberia. This included a connection with VivaAerous between Cancun and Mexico-City (booked as part of the international flight on the Iberia website) Unbeknownst to us we ended up on the standby list and were denied boarding due to overbooking. While the Iberia customer support was flabbergasted as to how this could happend, it's apparently standard practice of VA.
Do not book this airline even if part of na international connection flight.

They lost our luggage twice. Once at the arrival in Mexico and once when leaving.

First problem, there was an altercation between 2 passengers about something but no shouting matches. Instead of the Supervisor being able to handle it, they called the Guardia Nacional. Just waiting for them to come took time. There was a lot of back & forth that also took time. The 2 were escorted out. But for some reason, they held the whole plane with 200 passengers “hostaged” for 2 and a half hours! while they were on the tarmac speaking with the Guardias. In the meantime, no communications or explanations & apologies from the stupid Captain & incompetent crew why there was such a long delay. And later, when food service came, 2 of us brought the matter about Viva Aerobus’ rules on providing complimentary drinks & snacks when such long delays occur that’s attributable to the airline’s fault. To which the crew responded that such an occurrence was not attributable to the airline. So, no complimentary drinks & snacks! Heartless! Just greedy money makers! Hello! It’s your incompetent flight crew’s mishandling of the situation that caused the delay! 2 passengers versus the welfare of the 200 ones with babies crying & elderly as well as those with other passengers catching connecting flights that suffered & were inconvenienced! DON’T EVER FLY VIVA AEROBUS! Your complaints fall on deaf ears! Mind you, it’s not even a cheap flight with all the other add ons you have to pay for checked luggage & seats! Next time, just fly with an American airline. The only reason we flew with Viva is because of the shortest flight time which we were proven wrong in this case. Lesson learned. My suggestion to Viva Aerobus is to improve leadership training, problem solving & customer service training for the pilots & its flight crew. Not just expert on selling food, alcohol, beverages & serving hot ramen. Surprisingly, nobody has gotten burned yet from those hot cup noodles! The crew carry four hot ones at a time with their bare hands!

To whom it may concern

Trip confirmation- VF5MVT
Destination - CUN- MEX
Trip date- October 14, 2024

Sub: Reason for email: "Fraudulent" charges, "Threatened " by the representative,
"Harassment"

Hello, I traveled by Viva Aerobus on October 14th with my family from Cancun to Mexico.I am writing this mail with deep anguish, pain, and suffering by your airline representative at the check-in and baggage area.

I Purchased 4 carry-on bags and check-in bag and an extra baby package the previous day.
At check-in, the airline in charge mentioned that I was overweight by 2 kgs and demanded to pay 6700$ pesos.
when asked for more details, he refused to give me the details of the amount for the excessive baggage.
He threatened my wife, infant, and family mentioning that he would deny boarding passes to my family if I didn't pay the amount.
He abused my wife and humiliated my family in front of other passengers.
After paying the amount he refused to give me the receipt for the amount for the excess baggage.

1. Passenger rights: As mentioned on your website " The passenger has the right to the price listed on the ticket which includes all basic concepts, including taxes. Products and service charges may vary by route and the price breakdown details can be seen or requested during the booking process. "I was refused the receipt for the billing".

2. Extra baby package: As mentioned on your website "Infants (all passengers under 2 years of age on the date of their scheduled flight): Viva Aerobus allows a Passenger of legal age to transport an Infant at no additional cost, but the infant will not be entitled to a Seat or Baggage allowance. However, the Passenger may transport a stroller as part of their Checked Baggage and a Ticket and Boarding Pass will be issued to the infant. "I purchased an additional pre-boarding baby package. I was charged again at the check-in. This is fraudulent".

3. Threatening behavior: The airline in charge threatened my wife and caused huge mental agony to my family

This has been the worst experience with the airline VivaAerobus. My son was supposed to fly from Havana to Cancun, but his flight was canceled due to Hurricane Helena. They rescheduled his for an early morning flight today, but when he arrived at Havana airport three hours before the flight, they simply did not check my son in. Despite having a ticket and an assigned seat, VivaAerobus staff kicked a minor off the flight and said that all the seats were already taken! They offered him a later flight with an overnight layover of more than 10 hours in Mexico City! Can you even imagine how a minor is supposed to handle such a flight alone? I am determined to file complaints with all possible authorities and media to prevent this situation from happening again! How could they give a child’s seat to someone else?!

One of the worst experience of my life! Viva Aerobus employees do not give a crap about you or your situation even though they were at fault from the beginning. First of all when I checked in for my flight, they changed my flight for the next day without any explanation right at the check in counter like why!?? Which then made me miss my original flight. I’m diabetic and had a kidney transplant So the dumbasses let my luggage on the Plane and it left without me!!! They had no concern they acted like they didn’t care they acted like my situation was like a common cold All they did was give me Lodging for the night and Told me I’ll be ready to go for tomorrow’s flight with the boarding pass they had already gave me. I said “fine whatever” I show up the next day at 7:45 PM And again the boarding pass did not go through!!! These people are so incompetent in order to work for Viva Aerobus It seems that you have to not truly care about customers as a criteria. So again, I had to go talk to supervisor I explained the situation and they couldn’t figure out what was wrong. I told him I needed to get home my medication’s in my luggage and still no care in the world and again no explanation or answers on their end other than “oh my bad” After about an hour and a half they finally told me all we could do is schedule you a new flight for the next day and that’s it this time no compensation no room no food no nothing. Pieces of crap made me spend a Whole freaking night in an airport, it got so bad. I was so frustrated point of having a mental breakdown that I went ahead and bought myself a ticket from a new airline. Aeromexico. I bit the bullet and paid $600 to get the heck out of there at 6 in the morning. And finally, after so many hours of not being able to eat properly Because I was trying to control my blood sugar, worried because I missed two doses of my anti-rejection medicine, Nearly causing me to have a panic attack. I was on my way home. Thanks to Aeromexico for a great experience and a great example of customer service. I will be calling and asking for a refund and compensation for the two days of work I missed and for the ticket I bought And I’m sure that’s gonna be pleasant experience. DO NOT GIVE THIS AIRLINE YOUR BUSINESS!!

Cancel or change flight times at will with a like it or lump it attitude. Just avoid at all costs as they will ruin your travel plans

I am flying 2 - 8 times per year with Viva Aerobus on different routes. I have never been disappointed so far. This airline offers better quality, service and as far as I can judge better safety than US and European airlines (in general). As a longterm and for many years frequent flyer I can judge that the most awful airlines are US based..... Some slight critique but still 5 stars: As a typical cheap discount airline Viva are trying to sell as much on top services as possible separately. However usually I do not use those extra services, so if you ignore them and do not have too much extra bags no problem. Sometimes, seasonally, they have unusually high prices for some specific routes like to Cancun if they offer the best connection. No real negatives in general though.... I believe the bad ratings are mostly coming from propaganda and the typical malicious and arrogant citizens of very particular countries....

Everything went well
Mexico City => Puerto Vallarta with checked-in bag

We had a flight out of LAX to Guadalajara and the attendant at the desk said my husband’s passport didn’t scan and therefore could not give us a ticket for him. I asked the supervisor if she could scan the passport on a different computer or scanner and she said no. It was damaged and period. They would not give us his ticket. We couldn’t check in online because we were flying with a minor. Make it make sense for me! We then went to the Aeromexico terminal and guess what.. they were able to scan his passport and we had the option to purchase a ticket with them. LOL! It gets even better, we went to Volaris and guess what! They too could scan the passport so we bought the ticket with Volaris and now I’m sitting waiting for my flight out with Volaris. We had no issues going through TSA nothing… and now we’ve been waiting to talk to a supervisor on the customer support line and guess what the line hung up on us. They stole our money. Literally the worst!

May 9, 2024 I purchased my family airline tickets to Guadalajara round trip. Purchase tickets for myself ( with a lap infant, Husband my underage kids which were 15, 11, 2 . Which were purchased together. When arriving to the airport all seated were separated away from me and my husband. It makes no sense and its against the law to haved an underage minor flight alone without adult or flight supervision. How is it that a minor could sit alone specially a 2 year old. This was the first flight ever for my kids and it was the worst experience ever. How is it that a 2 year old is seated by himself surrounded by strangers on a flight he was crying non stop to where the last resort was to have him sit on my husband lap and yet I was charged for a seat for him. My son of 11 was crying as well because like mentioned it was the first time flighting and nobody did anything at all. My son was terrified going back on the airplane since he had such a bad experience and being alone with no parent. Coming back was so hard as well again my kids were seated separate again my 2 year old was sitting on my husband lap my 11 year old was seated no where near our seats. Horrible airline customer service is horrible.

My friend and I were taking a short trip to Tulum and decided to fly Vivaaerobus because it was cheaper and considered a non international flight which we knew would make coming back though customs easier. When Microsoft caused a system shut down, we were unable to check in to our return flight. I called the airline to see what to do and they said if we were unable to be at the airport four hours early that we shouldn't go and add to the confusion but to wait for the system to come back online and then call back. I was an hour away from the airport and decided to take the advise of the airline attendant i missed my flight. I called back when the system was online and there were no more flights to get back until Monday without taking 17 hours to travel. I was assured by both attendants I spoke with from Vivaaerobus that I would be able to get a refund.

When I returned home i called customer service and after an hour phone call was assured i was receiving a refund for my return flight. The attendant said if i hadn't received my refund in 10 days to call back.

I called back today, 10 days later to be told I would only receive a voucher. I was on the call for over an hour and the supervisor I spoke with said there was nothing else he could do that they were only refunding flights that were international. I will never purchase from this airline again and i wont be using the voucher either. I highly suggest flying with an international flight if traveling to Mexico. This airline has been a nightmare to deal with.