VivaAerobus Reviews 503

Very angry. They confirmed to me a seat by phone but didn’t tell me on the phone to do a web check in and now I cant urgently arrive to my destination. Apalling! Avoid them at all costs plus make sure to do a WEB checkin far in advance.

Muy mal servicio. Por telefono me confirmaron mi asiento pero no me dijeron el importante detalle de confirmar via WEB en el checkin. Pesimo servicio!

I had to cancel my flight since there is some sort of emergency my boyfriend paid extra full refund for the insurance yet they are making things so complicated before we can get the full refund. Been working in aviation industry for 5yrs i know how things are being done especially to cancellations and refunds for the ticket yet they’re not accommodating at all they are unpleasant and no intentions to give back your money they wanted you to provide some sort of supporting documents and it really is stupid because never heard of such thing when i cancel my flight from ana they actually give back the full amount this airline is so worst poor customer service

Outrageous.

TLDR: airline changed connection flight without any notice, causing us a 5.5h late arrival, making us arrive at night which came with lot‘s of additional cost (airport transfer in CUN 1200mxn & late checkin surcharge 200mxn). They lied to us and refused to correct the mistake or assist in any other way.
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We‘ve booked puerto escondido -> cdmx -> cancun for 2 persons on 11.04.2022 on flights VB1183 and VB1032. Estimated arrival in cancun 18:45. Since online checkin doesn‘t work with the airline, we did it on the airport. The woman who checked us in handed us the 4 boarding passes for the 2-legged flight without any comment. After passing security we realized that the second flight was several hours later than what we had actually booked, and as it turned out, it was an entirely different flight (VB1026). When we went back and told her that she had checked us into the wrong flight, she just replied that she can‘t see the other flight in her system so it‘s probably cancelled. Other checkin personell that we consulted just told us the flight was cancelled and didn‘t respond when we showed them the airline’s website, which clearly stated that the flight was still on schedule. Since their local personnel was obviously incapable or unwilling to correct or admit the error (and instead allegedly just opted for lying), we tried our luck with the plane‘s staff. After explaining our issue, a woman told us she‘ll inquire whats going on and get back to us. For the rest of the flight she gave her best to ignore us.
In cdmx we went to the gate where our actual flight was boarding. In fact, it wasn’t cancelled. The boarding staff‘s message: not our problem, you got the wrong boarding pass - you‘ll not enter this plane, it‘s fully booked, you should have raised that issue at checkin (haha).
The other flight, that they gave us the boarding passes for, was scheduled to arrive in cancun 21:25, but has been delayed by 3h. No information about that was given via email or airport displays either by the way. The airline‘s support desk reads that there will be no refunds for the delay.

I reckon they oversold the flight, which happens and would have been ok. What is not ok is to just print incorrect boarding passes, not losing a word about it, and subsequently ignore or straight up lie to the customers that they decided to kick from the flight without consent.

THere is absolutely NO, NO customer service by phone. They just hang up after a couple of minutes of the canned music. THere is absolutely NO, NO customer service by email. I asked a specific question and they answered some other thing I was not asking about. Viva Aerobus SUCKS!!!!!!!!!!!!! Don't buy tickets because if you have questions you will NOT NOT get help!!!!!! I want to know about the pet carrier because they have this ridiculous size of Maximum dimensions of the carrier: 18 x 14 x 8 inches. There are NO, NO, NO carriers of 8 inches in height!!!!!!!!!!!!

This airline is a disappointment never to use again!
This is the information of our flight:
2134 and it was supposed to leave at 2:35pm from Cancun to Guadalajara and it was delayed 4hrs 27minutes. The problem is that there was no weather issues at all. The Employee claimed that is was a maintenance issue which I don't buy it since there was another flight 2136 leaving at 5:20pm going to Guadalajara and they left 2hrs before us. I don't understand how a later flight going to the same destination can leave before we did. This makes no sense!!
When we are late, we have to pay for being late but if they are late there is no consequences to them. We loose and I felt like a looser for using this cheap Airline. Never again.
I hope they fix their operation for the better.
Luis Padilla from Houston, TX

the worst airline i ever flew ...never use them!!! they canceled my flight at the last minute and never notified me on any changes, i was supposed to flight on April tha 4 2022 they changed to April the 6 without letting me know.. i will NEVER flight with this crap airline..and will talk bad about them always

Never go! The worst flight experience ever. Personal was so rude. Our first flight was delayed so we did not catch the next one. Then we had to wait 24 hours for the rebooking with an extra flight and overlay. We have been provided with 10 dollars to buy food and water.

BUENAS TARDES, COMPRE 6 BOLETOS Y PAGUE EL SEGURO O COMO SE LLAME PARA GARANTIZAR LA CANCELACION DE LA RESERVA SI LO NECESITAVA HACER, LLEVO MAS DE 2 DIAS LLAMANDO A LA AEROLINEA Y EN UNA SOLA OCASION ME RESPONDIERON Y ME DEJARON POR MAS DE 45 MINUTOS EN LINEA, Y NUNCA QUE ME RESPONDIERON, UNA FORMA MUY SUTIL DE ESTAFARTE TU DINERO, QUE CLASE AEROLINEA ES ESA, DAN PENA, SON UNOS ESTAFADORES Y SE REBOBAN LO POCO QUE TIENEN LAS PERSONAS, QUE PENA, PERO ESTARE COMPARTIENDO ESTA CRITICA CON TODAS LAS PERSONAS QUE PUEDA PARA DEJAR AL DESCUBIERTO A ESTOS ESTAFADORES QUE SE APROVECAHAN DE LAS PERSONAS DE DIA A DIA TRABAJAN PARA SUSCIRTIR

GOOD AFTERNOON, I BUY 6 TICKETS AND PAY THE INSURANCE OR WHATEVER CALLED TO GUARANTEE THE CANCELLATION OF THE RESERVATION IF I NEEDED TO DO IT, I HAVE BEEN CALLING THE AIRLINE FOR MORE THAN 2 DAYS AND ON ONLY ONE TIME THEY ANSWERED ME AND LEFT ME FOR MORE THAN 45 MINUTES ONLINE, AND THEY NEVER ANSWERED ME, A VERY SUBTLE WAY TO SCAM YOU OUT OF YOUR MONEY, WHAT KIND OF AIRLINE IS THAT, THEY ARE PAINFUL, THEY ARE SCAMMERS AND THEY GET THE LITTLE THAT PEOPLE HAVE, WHAT A PITY, BUT I WILL BE SHARING THIS CRITIQUE WITH EVERYONE THE PEOPLE I CAN TO EXPOSE THESE SCAMMERS WHO TAKE ADVANTAGE OF THE DAY-TO-DAY PEOPLE WORK TO SUBSCRIBE

We had a wonderful experience flying with Viva Aerobus The personal are nice 😀
I will definitely flight again with them.

Thank you Viva Aerobus!

Just returned from Monterrey NL (March 22, 2022 flight #VB1129) with a connecting flight in Mexico City to Chicago O"Hare (March 22, 2022 flight #VB186). Upon arrival to my home I unpacked and saw that my luggage had been opened - they literally dumped all my belongings, went thru everything and stuffed my belongings back in suitcase. I had flown this airline once before and system and guidelines changed as I went along. Paid for my luggage at initial purchase and was charged $2,100 pesos upon return for same luggage. Should have known from first experience not to fly this airline. I can assure you that this airline will not be a choice moving forward. Disappointed traveler.

Realized I needed to cancel my flight 2 days after. I called and waited and they said zero fair policy, no supervisor, call again tomorrow. So I did, they say it's now 48 hours so no refund, also no supervisor, call on the day of flight and get $50 back. So I called again today. Got hung up on by someone named Frank in Monterrey. Called again and got Alan. He says no supervisor and try again tomorrow. He says there was only one note on my account and I joked it probably says crying lady wants her money back. He says not everything is about money and when I tell you,...having to explain that I wouldn't keep calling if I could afford the $200 ticket price loss...God knows I only leave positive reviews, but NEVER buy from Viva Aerobus. Other airlines offer flexibility or at least some humanity. I called again and a lady just said No ma'am nothing we can do. The 7 or 8 employees I have talked to sound like they know the company is awful. Zero interest in retaining customers. You have choices. Do not choose Viva Aerobus. First and LAST time I ever make this mistake. I would give 0 stars if I could. Buyer beware.

One of their employee left my pregnant wife and our 4 years child standing for 40 minutes claiming we were not allowed to bring our hand luggages, while our ticket was showing exactly the opposite. He was trying to steal some of our money, and finally we got insulted by this animal. Eventually, the flight was delayed 3 hours without any advice. The employees are rude and provoking. I'm opening a claim with PROFECO since a pregnant woman was involved in this.

Dont buy anything from this company, total fraud with the insurance, not covering anything as stated, horrible people when you call them, rude, and just a horrible experience

Flight gets delayed due to weather. Gets rescheduled in a 2 day window. Unable to contact via phone to cancel, get credit and/or make changes. Requested to be contacted and nothing. They must be making a lot of money scamming customers. Never again even consider using them, I would suggest the same if anyone reads this message.

I flew from Mexico City to Puerto Escondido with dodgy airline Viva Aerobus on Sunday morning. The plane was only half full, and P.E airport wasn't very busy, yet after paying MX$850 to Viva Aerobus staff in Mexico City for them to look after my luggage, some member of staff or baggage handler decided to rifle through my bag and stole my drone, bluetooth speaker and £100 (the money was even secreted in a zipped up pocket, so they had to go looking for it). I've been up to the airport twice, but no-one wants to take responsibility. With the correct professionalism, the culprit(s) could definitely be found, and as both the flight or airport wasn't busy, this could be narrowed down quite easily, yet no-one wants to know. They pretend not to know what's happening, or pass the buck to someone else. I've written to the airports at Mexico City and Puerto Escondido, plus the airline Viva Aerobus, yet after 72 hours there's still no reply. I am taking this further and on police advice I'll be going to The Fiscalia (Prosecutor) in Puerto Escondido tomorrow. I heartily advise no-one uses this airline - it's a racket to steal your goods, and it would seem that all the staff are in on the game. I'm a musician, and only came to Mexico to film a video for my next single which I'm releasing in February, and after spending thousands of pounds on flights, the drone and accommodation, I'll be leaving Mexico next week with a bad taste in my mouth. I have receipts of the drone and payment to the baggage handlers, plus evidence (footage) and time stamps that it's mine, and that I was using my drone days before leaving Playa del Carmen. Please people - make sure you lock up all your luggage - as you're paying and trusting a corrupt airline to look through your bags for anything they might like the look of. Utterly Disgusted...

They are scammers, you buy a ticket and then they tell you that the flight is closed even if you arrive with enough time, they change your flight without notifying you, they charge you and they do not inform you anything and then charge you more.

Son unos estafadores, compras pasaje y luego te dicen que está cerrado el vuelo incluso si llegas con tiempo suficiente, te cambian vuelo sin avisar, te cobran y no te informan nada para después cobrarte más.

This airline canceled our connecting flight without notification. They claimed to rebook our connecting flight with an 11 hr layover which had us arriving at LAX a day later. They also indicated that our connecting flight was not secured and that we should expect further delays. We were told to board the plane or forfeit our tickets. The staff were extremely rude and unprofessional. They also denied our request to refund our tickets and also denied our request for airline credit. We were forced to purchase last minute tickets with another airline. Viva Aerobus should be shut down and investigated for fraudulent charges!

This is the worst airline. Everything about it is very bad and unprofessional.

My flight was on January 16
Santa marta to Bogota at 9:25pm

I am not sure how you can annoy soo many people at once. Making people pay for EVERYTHING! 1k over. Pay. Select your seat. Pay. You got carry on. Perfect! PAY. unbelievable service, it's actually disturbing.

If you don't belive this review go find out and learn the hard way.

We bought a ticket to fly from Houston to Leon Mexico with departure date on December 19. Then, a few days before departure Vivaerobus sent us an email stating our flight had changed to a departure time way earlier. We couldn't say yes because we were flying from a different city.

An employee offered a flight that departed from Houston to Monterrey and THEN a layover of five hours in Monterrey. The employee didn't offer us the option of refunding our money. Interestingly, he did say that he was not aware of our right to food at the airport when the waiting time is more than 4 hours (listed on their website). So we decided to accept the new flight and sleep on the floor of the airport. On our trip back to Houston from Monterrey on January 7, the flight was changed once again from departure time 1 pm to departure at 6:00 am without ANY warning from Vivaerobus. We discover this accidentally when we entered the webpage to buy more luggage! Then, at the airport on Jan 7 Vivaerobus told us to take a covid test right there because it had to be 24 hours old, but they didn't tell us anything about that before. Do not buy tickets from this airline... the worst airline experience I've ever had!

This airline is a piece of crap...no customer service, employees are rude, ignorant and prideful....will not explain anything to you...they'll just give you a phone # to call and that's it.
DON'T EVER MAKE THE MISTAKE OF FLYING WITH VIVA AEROBUS!