VivaAerobus Reviews 

Malisimos. Te dicen una cosa y te cobran y despues salen con otra. Vas a cambiar el vuelo y hasta con pago de diferencia tarifaria se aprovechan. Pesimos !!!!

I had the extremely unpleasant experience at the airport going from Cancun to Mexico City with VivaAerobus on January 31st on the 6:10 AM flight. It was during this experience that I realized how little some companies can seem to care about their customers.

The boarding staff at Cancun airport were incredibly unhelpful and appeared to care only on getting passengers through the door at any cost rather than providing any kind of assistance. My mother and I did not have mobile data, and the airport Wi-Fi was not working. We were asked to show the receipt for our carry-on luggages, but instead of trying to help us resolve the situation, the staff forced us to purchase the carry-on allowance again, didn't have a way of charging and made us buy it online again. Again, after we told them we had no data and no wifi in the airport.

The worst part was that, due to the lack of internet connection, we were unable to complete the purchase ourselves. Despite explaining the situation, the staff showed no willingness to help. Other passengers waiting in line actually stepped in to help us and even commented to them directly how rude and unhelpful the staff were.

In all my years of travelling and after hundreds of flights, this was one of the worst customer service experiences I have ever encountered. The Cancun VivaAerobus team showed no empathy, no patience, and absolutely no sense of customer service.

I would strongly recommend avoiding this airline, especially if you expect even a basic level of support and respect from staff.

The customer service agents are very rude. No one is helpful. Terrible customer service. Worst company ever

IMPORTANT: If Viva Aerobus become unresponsive or unhelpful, file a complaint to PROFECO in relation to their behaviour and PROFECO will assist.

VIVA Ticket Ref: 3870693

The customer service by VIVA is s**t.

My partner and I flew to Mexico to attend a wedding.

Due to unforeseen circumstances my partner had to leave early for an emergency.

Since December 2025, a refund request has been in process, all refund information was provided to VIVA as of 14th December 2025.

It is currently 27th July 2026 and I am yet to receive a refund, or any compensation for the delays that they have caused throughout this process.

During this time, VIVA closed the refund ticket saying it had been resolved, even though their customer service team had avoided several emails I sent for 3 months until I got their Twitter social media team involved.

Things did progress, however; after a refund was supposedly processed according to VIVA in June 2026 which I have not received, they have been conducting a review for the past month which is being undertaken by ‘Adan’ their customer service advisor.

You would think, considering a refund was supposed to be processed, timely updates would be given. Wrong!!!

I have attempted to chase VIVA several times via email since, and through their twitter social media team, they’re once again, not responding to any formal communications; probably hoping the issue will go away.

If you ask for the customer service team or their twitter social media team (@vivaaerobus) or (@vivateescucha) for the formal complaints or grievance procedure, don’t waste your energy, they avoid giving you this information like the plague.

I would recommend avoiding this airline completely.

If a 0/5 could be given, this company would certainly be one.

I purchased a refundable fare due a pending issue with a Visa. Had to cancelled the trip. Tried to do it online and it required me to join their frequent flyer program which I thought it was odd, since that should be part of the check in process and not the cancellation process. I decided to register into their frequent flyer program but was unable because the airline does not recognize the domain ‘AOL.com’ however, it did recognized it to take my $$. After over an hour on the phone, the refund supervisor finally took my call. He said we are refunding xxxx in pesos. I said ‘but that’s less than the fully refundable fare I paid, and that was an international ticket with international fare which is filed in USD and per IATA regulations you need to refund at the exchange rate of the day of the sale’. Silent paused, the supervisor said ‘we charge a fee to refund refundable fares’ I said you are doing false advertising . No where in the email it mentioned that under the fare regulations. Another pause… then he said you should receive your refund to your credit card within a week and tried to end the call. At that point I realized what was going on and ended the call. Conclusion: it was obvious they do not make it easy to refund a refundable fare. This is usually the premium fare, so why purchase a premium product when the delivery is less than premium. Purchase a premium product from an established premium product provider. Lesson learned.

I have never experienced worse customer service than with Viva Aerobus. They have lost my baggage multiple times, and on one occasion my bags were never found at all.

Getting help is almost impossible. Representatives hang up, pretend they can’t hear you, transfer you endlessly, or do anything they can to avoid actually helping. I’m not exaggerating when I say I spent roughly 20 hours over the course of several days trying to get any kind of compensation after they lost my bags. It was one of the most frustrating customer service experiences I’ve ever had.

Even when they claim they’ll compensate you, they don’t follow through. For example, I paid $100 to check a bag. They lost it, and instead of refunding the baggage fee, they issued me a voucher. When I tried to use the voucher, they refused to honor it. So not only did they lose my luggage, they kept the baggage fee too.

Their vouchers are essentially worthless if you can’t actually redeem them. After multiple experiences like this, I have completely lost trust in this airline.

To make matters worse, it’s also the most turbulent airline I’ve ever flown on. I understand turbulence isn’t always the airline’s fault, but my flights with Viva Aerobus have consistently been the roughest I’ve experienced.

I would honestly rather walk to Mexico than ever fly Viva Aerobus again. Save yourself the frustration and choose another airline.

Opened account via app and weeks later someone tried to take 38632 mxn pesos (£1670) from my account for a viva aerobus transaction! It was stopped but viva aerobus when informed tried to infer that my friends or family may have been responsible! Absolute disgrace of a response and I will NEVER use them! Be aware if you are an international customer!

First and last time I will fly this airline. Would not convert a 3 x 15kg bag allowance to 2 suitcases of 20kg each. Charged an exorbitant amount of money for this technicality. Terrible service all around. Avoid.

Mala. Cambian las reservas cuando quieren y al pedir la devolución de mi dinero y el personal de servicio al cliente te tratan grosero. Solicité de manera formal a la aerolinea la devolución y llevo 3 meses esperando y aun nada.yo cometí el Error de comprar con ellos y ahora me arrepiento. No lo hagan.

LA PEOR AEROLINEA QUE ME HA TOCADO, JAMAS VOLVERE A COMPRAR UN BOLETO AQUI,APARTE QUE ME CAMBIARON EL VUELO AL ULTIMO MOMENTO TARDARON MUCHISIMO EN MI REEMBOLSO , LA LINEA AL CLIENTE ES PESIMA TE DEJAN ESPERANDO HORAS Y CUANDO TE CONTESTAN TE CUELGAN A LA MITAD DEL PROCESO. horrible

Website barely works for check in. Asks you intrusive questions that feel unnecessary to check you in. Makes your life harder. If you can avoid them. Please do.

If I could give negative stats I would. We went on a flight that never landed because of rain. They turned around and took us back to Mexico City. We got our luggage that was underneath and all my kids tablets, my wife’s phone and a silver chain, and a gold ring were all stolen. Viva autobus is full of thieves. It’s sad that they took little kids tablets full of kid stickers in a case that was clearly for a child. If there is anything of value they will steal it!! Every luggage we had they went through!!!

Mi experiencia con Viva fue extremadamente decepcionante. Tuve la oportunidad de acompañar y despedir a mi pareja en Cancún, un encuentro que ya de por sí estuvo marcado por circunstancias políticas difíciles, y lamentablemente el trato recibido por parte de la aerolínea hizo la situación aún más desagradable.
Durante todo el proceso observé una actitud grosera y poco profesional de varios empleados, quienes parecían carecer de la capacitación básica en servicio al cliente. La falta de empatía hacia los pasajeros fue evidente en múltiples ocasiones.
También me llamó profundamente la atención la manera en que se aprovechan de muchos viajeros cubanos, especialmente personas mayores. Presencié situaciones donde se cobraban cantidades excesivas en efectivo por supuestos excesos de equipaje, sin ofrecer alternativas claras de pago con tarjeta. Asimismo, observé cobros por ayudar a completar formularios de entrada a Cuba, aprovechándose de que muchos pasajeros no tienen acceso a internet o no dominan la tecnología. Da la impresión de que estas prácticas benefician directamente a ciertos empleados y no a la empresa.
Resulta triste ver cómo una aerolínea puede lucrar con las necesidades y dificultades de una comunidad que ya enfrenta suficientes desafíos. La sensación que deja todo esto es la de una organización donde la falta de supervisión y transparencia permite abusos constantes contra los pasajeros.
Espero sinceramente que los directivos de la aerolínea lean comentarios como este y tomen medidas para mejorar. En algún momento la situación en Cuba cambiará y habrá más competencia en el mercado. Cuando eso ocurra, las aerolíneas que hayan tratado a sus clientes con respeto serán las que se ganen su lealtad. Por ahora, mi experiencia con Viva fue una de las peores que he tenido como acompanante de pasajero

The website would reject my card payment no matter what I did. I spent days postponing my trip because I couldn't get the website to accept it. I that time I made several trips to the bank, thinking there was a problem with my card. I would then go back home and try to pay again and would get the same problem. It would say my card information was incorrect, but obviously it wasn't. I could even make other online purchases with the same card. I called vivaaerobus by phone and they helped me do the payment. The only way the payment could go through was after trying through their phone payment system, with the help of their customer support agents. Even that was weird because at some point the agent wanted to take my card details himself instead of putting me through the automated system that takes the card information on their behalf. This company made me waste 2 whole days from my trip, wasted from resolving their stupid shitty website that can't even take payments from a regular mexican bank, for a perfectly normal domestic flight. I can't express with words how depressing and frustrating this experience was. This company made my life a little bit worse, and made me lose precious time that could've been used on a beautiful trip.

My same payment card didn't have problems when buying another flight with a different airline. More reasons to conclude that the entire time these idiots had it all wrong. Will try to never use them again, or if I do will do it entirely on the phone.

La peor aerolínea que existe, deberían de intervenir la y cerrarla para que no siga afectando al público. Compre 4 tiquetes, me debitaron el dinero de mi cuenta bancaria y lo recibieron, y posterior me cancelaron la compra de los tiquetes y pasados 30 días, aun no me han realizado el REEMBOLSO. Son una aerolínea muy irresponsable, poco seria, y la consideraría hasta ladrones. NO compren con ellos.

Generally the flight experience is as you would expect for a "budget" airline. The website is a mess and the doters points are a joke. I would love to take another flight but from where we are in Queretero they seem to have a monopoly on the good times during the day. The doters points are a joke- I have 30,000 points and its impossible to use them. Then you try and call and you can't reach them. Overall I give the flight experience 2 star and the website and doters system 0 stars.

Pésima atención su personal no está capacitado ya que luego hasta te salen golpeando y se burlan de ti

No la recomiendo pésima atención sobre todo las azafatas miren el ejemplo que paso hace poco por dinero te involucran en cosas ilícitas y los dueños de esta empresa no se han hecho responsables por los daños causados a las personas que agredieron las sus empleados exigimos el despido si son responsables de sus actos

The customer service guy hung up on me. It looked like I was the one trying to fix the issue and he was trying to make it harder. Unacceptable

Si quieren viajar que sea en otra aerolínea por que VIVAAEROBUS no protege a sus clientes, sus empleados pueden golpearte e introducirte objetos prohibidos Poor dinero, para que tu vida acabe en segundos SI NO QUIERES QUE TERMINEN CON TU VIDA viaja en otra aerolínea.