VivaAerobus Reviews 

Viva cannot be trusted with checked in luggage. On a flight from Mexico City ti Oaxaca my bag returned with clasps opened that were securely fastened when the bag was handed over. I was lucky that the contents weren’t lost. A zip that was fully closed returned half closed with prescription drugs missing. It’s clear my bag was opened and searched and not closed properly. Viva’s baggage handlers are either incompetent or thieves, either way, they can’t be trusted.

Horrible customer service, my flights were cancelled without sending any notifications or emails about any changes. I called and the costumer service agent could not tell us any information to why the flight was cancelled. Only the status. He said “I know this isn’t a good answer and it’s not what you want to hear but I don’t know what to tell you, the system is not showing any other information.” There were no other flights available, and my only option was to get a refund. Even then, he said that the refund will go through in 10 days. And I “should” get a confirmation email in 24hours but might not receive one at all. Might NOT??!! If I don’t receive a confirmation email I need to call again and give them the reservation code from the flight.

THE WORST customer service ever. Phone customer service people are either idiots or they're pretending to be idiots.

Booked a flight with Viva in July. Five months later they mysteriously charged my card again twice. Will not pick up phone to deal with disputed charges, no way to dispute the charges on their website, and am still waiting for refunds. Scammers: their webpage is not secure.

the website would not let me change my flight, kept giving me an error message, so I finally called the customer service number after trying 4 times with the same error message on two different devices. The person on the phone was rude from the start, then asked me if I had tried it on the app. I said no and said to do that. I said well it took me a long time to get to you, so if you could help me first that would be great. He kept trying to speak over me and say I was supposed to use the app. Then he said it would be a $50-$100 fee to get help from a bilingual agent (which he was), but if I was fine with that, then he would help me. I told him he was being rude, and responded by telling me that was 'my first warning.' It was astonishing. I've lived in Mexico and my Spanish is okay but I wanted to make sure I got this right in English. He was trying to scam me I guess. The app didn't work to change my flight, by the way.

Mala comunicación, los empleados son groseros y desatentos e informan incorrectamente a los usuarios y luego no brindan soluciones como si uno como pasajero les estuviera pidiendo algo regalado.

Espero nunca tener que volver a usar ese horrible servicio.

If I could give them a 0, I would. What a nightmare. We had a wedding to attend in May, so I planned ahead since I have a family of six. I booked our trip months in advance to ensure we could sit together and leave at the times we wanted/needed to. Two months before our trip, in March, I get an email indicating that our returning flight was moved from 8 pm to 7 am - 11 hours earlier than we planned. This meant they were cutting our trip by a day and expecting us to either drive in the middle of the night - which wasn’t going to happen, or book a hotel. Then, while trying to figure out how to get a partial refund, which I was arguing about because they wouldn’t give me a break down of what the amount they were giving me back entailed, my departing flight also changed. This one changed from 12 am to 11 am - 11 hours later, meaning losing another day. It was a 6 day trip that they changed into a 4 day trip. Upon requesting a full refund a lot of shady things happened - the last four digits of the credit card they were going to refund did not match, I input the digits directly myself and I was charged accordingly; I was hung up on numerous times; I was asked for my bank information; I had to email a bank statement; ten days passed and I called back, they asked for the same information again and said the last rep did not input the information or get me to the right department. I’m still waiting for my money. I lost my trip. I can’t attend the wedding. The money spent on lodging and wedding attire, gone. I will NEVER fly with them. I will NEVER recommend them. I hope people read this and make the right choice, do NOT travel with Viva.

En viva aerobús te rompen la maleta y NO SE HACEN RESPONSABLES. Está aerolínea es el claro ejemplo de que lo barato sale caro. Además la atención en mostrador deja mucho que desear, en específico de Bryan Cano y de Adrián Luna.

Incompetentes llevo 2 horas esperando en el check in y nadie hace nada

Alletiders oplevelse. Vi havde nogle bagageproblemer som de løste uproblematisk. Vi bad om at komme lidt frem i flyet pga kort connection flight, hvilket de gjorde. Og endelig - de serverede vand og snacks på selv korte flyvninger. Super service for et lavprisselskab

Attention frais surprises sur les vols au Mexique ! Les prix affichés vous attirent et une fois que c'est payé boum on vous rajoute le double en taxe.
De plus les couples / personnes qui voyagent ensemble sont expressément séparées (même quand il y a de la place dans l'avion).... Honteux.

The airline doesn’t have trained customer service personnel to address any delays or flight changes. They direct you you to call customer service on phone. Very poor communication service. Do not recommend to fly on this airline.

El servicio es denigrante, se me hace una completa injusticia que solo por no hacer check en el teléfono 72 horas antes del vuelo, se me haya cancelado los asientos. ¿Acaso debo de olvidar mis asuntos aún aunque estos sean importantes y la razón de mi vuelo para hacer su tontería? ¿Que sucede si no cuento con los datos o el wifi necesarios para hacerlo? ¿Y si me toma mucho el llegar a un lugar con una red? Que denigrante

AEROLINEA BASURA. ESCONDEN CARGOS POR TODOS LADOS, HACIENDO FRUSTRANTE, DECEPCIONANTE Y FINALMENTE IMPOSIBLE EL COMPRAR UN BOLETO A UN PRECIO CIERTO Y RAZONABLE. NO PIERDAN SU TIEMPO.

A éviter, ils débitent de charges assurances sans prévenir,

Worst experience ever, spent almost 4000 and didn’t go anywhere, flights cancelled, no communication, worst customer service in English and Spanish! No refund either, the amount of proof for a claim, even though it was THEIR fault is beyond what is reasonable

Es terrible. Pagué mi vuelo, llegué al aeropuerto, sabiendo que estaba sobrevendido me dejaron entrar a la sala y me hicieron esperar para, al final, decirme que no podía montarme. La respuesta fue “haber pagado por el asiento”, una falta de respeto total.

La peor experiencia en compañía aérea que he tenido. No la recomiendo en absoluto.Además no se hacen responsables de los inconvenientes causados por su propia compañía. Hace menos de un mes pagué 1000 € por un vuelo desde ciudad de México a Cancún. Estando desayunando en la sala VIP del American express una hora antes de la salida del vuelo, habiendome despertado a las 5:00 de la mañana para ir con tiempo y estar tranquila. Cuando me acerco a la puerta en la que salía el vuelo a la hora que iba a ser, al llegar me dicen que ya ha salido el vuelo con antelación (las azafatas de ahí me dan la razón me dan un número de teléfono para el que comunicarme ,llamo y no saben decirme nada me dicen que el sistema informático se ha caído y me dan un correo porque dicen que por teléfono no se puede hacer nada. Mando varios correos sin respuesta. Finalmente decido escribir por Instagram teniendo una respuesta incongruente por parte de la compañía . Conclusión perdí mis 1000€ , tuve que pagar otro vuelo para ir a Cancún, costeándome yo todo(pero evidentemente no fue con esa compañía eres sino con otra con la cual todo fue perfecto) nunca más volveré a volar con viva aerobús ( esa iba a ser la primera vez pero evidentemente nunca más , ya no solo por lo ocurrido sino también por el trato que recibi por parte de ellos )

DISAPPOINTING. From December 30th to January 6th, 2026. They didn't help me change the name on my daughter's ticket, so she couldn't board the flight from Dallas to Monterrey, nor the return flight. We had to buy another ticket with a different airline. On the return trip, I also couldn't board because, when I arrived at the counter, they told me they had sold my ticket, which I never did. So I also had to buy another ticket for myself. They say they will reimburse me $400 for the ticket they supposedly sold, when I paid $1,100. That's unfair. And the employees were very arrogant, as if they were used to treating customers this way. In the end, I had to pay for 3 flights and spent an additional $2,100 on my credit cards because they didn't resolve anything. They said they could give me another flight, but I would have to pay for it; blatant thieves. The worst Mexican airline. I DO NOT RECOMMEND THEM. WE WILL NEVER TRAVEL WITH THEM AGAIN. They told me they had oversold tickets, that's why they took my seat. They are greedy; customers are not to blame for them selling more seats than they have. It's an injustice. I don't even want to think about what I would have done if I hadn't had a credit card in a city where I have no family. I am 60 years old, and I find Viva Aerobus's behavior very unfair. But a company like this can't survive; we'll soon see them disappear. DO NOT TRAVEL WITH THEM BECAUSE CHEAP IS EXPENSIVE IN THE END.

I hate this airline with all my heart. I don't understand how they are allowed to operate. ALWAYS problems!!!!!! They are ruining peoples lives and it's not fair