VivaAerobús

Not Verified | This is my second time flying with Viva Aerobus and both times I have been pleasantly surprised with my experience. It's a budget airline so it's typically cheaper than Aeromexico (Aeromexico = worst airline in the world), but the value to me has been so worth the experience. The gate staff was super efficient boarding everyone in and he seemed to go above and beyond to ensure a timely and organized boarding process. Most other Mexican airlines from my experience have been way more chaotic. The flight experience was great. I really have no complaints about this airline - everything was great!

✅ Trip Verified | Viva like other airlines have a 24 hour cancel deadline however with Viva, you have to cancel via phone. It takes 3 hours to get someone on the phone. Sometimes waiting takes very long and the line disconnects and you have start all over. I couldn't get someone on the phone and after 3.5 hours I went to sleep and tried again when I woke up. I was able to reach someone after 2 hours on the phone waiting however the 24 hours expired and they did not give me a refund. They do not give you a normal boarding pass, it is a little paper that looks like a receipt therefore it is hard to leave them verifiable bad reviews because their so called boarding pass does not resemble one. This airline is very unprofessional and they take your money and waste your time. I picked them because their fare was $50 less than everyone else. Big mistake, I will never choose this airline. Buyer beware.

✅ Trip Verified | The most irresponsible airline I’ve ever seen. The staff are rude. I had two tickets for me and my husband. They clearly sold tickets to more people than they could. Either for our first flight from Cancun to Mexico city and our return flight, we faced the same problem. They are so irresponsible and disrespectful.

✅ Trip Verified | I was very sceptical about flying Viva due to the low rating online. However I was pleasantly surprised the plane was very comfortable, The crew was nice and friendly, The flights were on time and I had Zero Issues. I would definitely fly Viva again.

✅ Trip Verified | Stay away from this airline. Due to flight delay, I missed the connection flight and was put on a flight on the next day in the morning although there were flights on the same night. The airline sent a sms stating the delay was due to a technical problem. At the airport counter the personnel said it was instructed to say the delay was due to weather which was a lie because other flights in the same direction and at the same time took place on time. They refused any reimbursement for the hotel that was paid for at the destination, no accommodation for the night, no food, not even water on the plane. The personnel when confronting immediately lost the ability to speak English.

✅ Trip Verified | Don't fly with them. I have flown with then twice this month and both times on my flight home, my flight was cancelled. The first time they were late and missed their time slot. The second time they overbooked the flight. The last straw was when they wouldn't let me order a beer with the dinner credit they gave me at the hotel they put us in. A free meal and drink was the only silver lining that I was looking forward to out of this entire situation and they tore that away. Don't fly with them.

✅ Trip Verified | Flying back to Houston through Monterey from Mexico City. When you arrive non stop to CDMX, immigration does not stamp your passport. They give you a paper receipt. When I go to fly back, I arrive at the airport and get in line at Viva’s counter. Their website does not allow you to get a boarding pass you must get in line. Then, they had me wait in line for 30 minutes only to tell me, because my connection is through Monterrey, I must go to another terminal to Vivas domestic counter. Wait in line again, only for them to say, I need to be in a different line. Finally 1.5 hours later I get my pass. The plane is cramped (I get it, it’s a budget airline) when you arrive at MTY, they have jetways, but they don’t use them. So you deboard on the tarmac. It was 97 degrees. Then they take you on a chaotic run through a tight busy terminal to a bus. You board and drive around the airport to a different terminal. Another long run through a worse chaotic terminal. At this point they say, “Houston?” Yes about 7 of us step aside. We wait for 10 minutes they aren’t explaining what or where is next. Finally, follow us. We walk the entire terminal to the farthest gate. I’m leaving out that at every one of these stops, they check all our documents. Multiple times. Now at the gate, they look at passports and declare we have to go to immigration because CDMX doesn’t stamp our passports. Walk the terminal again, checking documents multiple times, onto a bus, walk through another terminal, with multiple stops and checks. Immigration stamps the passport and we are told to walk to either gate 1 or 2. Which one? 1 or 2, it doesn’t matter. Walk back through the entire airport basically back to where we originally were, only to barely make the flight. I had 2 hours in between flights and that’s what it took. It was super chaotic, hot and crowded. Make certain you never fly through Mexico with a connecting flight. It’s absolutely not worth it. And I’ve flown to CDMX many times.

✅ Trip Verified | This is the worst company I have ever flown in my whole life. I had a terrible experience with them in August last year while visiting Mexico City and trying to fly back to Puerto Vallarta. Their app is horrible and deceitful, and it caused me a big problem. I tried to pay for a carry-on bag through the app and, initially, it would not process the payment (about US$5) until it finally confirmed the payment for my carry-on. However, later on, when I arrived at my gate and was about to board the plane, they scanned my ticket and their system said my carry-on had not been paid for, even though the app showed me otherwise. Okay, it was a simple problem so I offered to pay for it again. Instead of charging me the $5 for the carry-on right there and then at the gate, just like any other airline would, they did not let me board the plane and said they could not receive any payments at the gate. They forced me to miss my plane because they would not let me pay $5 at the gate. When I got back to the check-in counter, their agent said: "We do not have any other flights for today. The next flight is tomorrow, and you will have to pay for the ticket again!"

✅ Trip Verified | Avoid this airline like the plague. First my flight was delayed 4.5 hours due to mechanical issues we were told. My luggage was then lost. Never found. Viva Aerobus is refusing financial compensation. They have offered a small travel voucher. I live in a country that Viva does not fly to so it's worthless to me. According to the Montreal Convention I am entitled to a baggage fee refund and compensation for the contents of the baggage up to a certain limit. Viva is this far refusing. Nor did they offer any assistance while I was still travelling and had only the clothes on back and a few medical essentials in my carry on. They just didn't care

Not Verified | The worst airline ever. The airport employees are rude and have the worst attitude. They do not try and help and above it being their fault they get an attitude towards you. Even if you paid for insurance and coverage they do not respect their policies.