VivaAerobus Reviews 

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.

Muy mal servicio parese que el persona no sabe contar documentary mas persona's delas que el avion puede trasportar y simpre dejan aguna sin viajar en mi experiencia fuimos 15 persona no buelbo a viajar por esa aerolinea

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.

Mi experiencia muy mal con esta aerolínea de Vivaaerobus los vuelos retrasados y la maleta me la entregaron toda raspada yo creo definitivamente que fue la primera y la última vez que viajo en esta aerolínea y el personal muy despota no ayudan nada y no te solucionan nada deberían de multar a esta aerolínea por respetar los vuelos

Servicio nefasto. Elegí anticipadamente un asiento para mi vuelo y obviamente tiene un cargo extra cuando eliges número de asiento. Pues cuando llegó la fecha del vuelo me cambiaron de asiento y no me reembolsaron el costo que pagué por el asiento. Y ni hablar de los retrasos en los vuelos, eso ya es su costumbre.

Todo muy bien, el único gran detalle es que entregan las maletas en un muy notable mal estado! Muchas partes quedan raspadas o con rayaduras , súper terrible la verdad. Fuera de eso todo está bien…

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

Volamos del bajío a Cancún de ida y vuelta y todo muy bien excelente trato de las aeromozas también los horarios de despajar y aterrizaje a tiempo sin demoras inclusive el de llegada al bajío 10 minutos más temprano.

Es la primera vez que viajamos en esta línea el peor servicio 😡 me revisaron mis maletas y me preguntaron donde y cuanto tiempo hiba a estar y donde me hiba a quedar y de donde venia y adenas me cobraron 75 dollres es injusto que tengamos que vivir este tipo de situaciones las preguntas me las debieron de hacer en migración no ese mujer que checo mis maletas es la primera vez que viajo ahí y será la última vez y aparte de todo me dijieron qué me fue bien al.cobrarme lo que me cobraron es un abuso

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!

Ni se os ocurra viajar en esta porquería de aerolínea por favor!!!
A mí me dejaron en tierra porque según ellos no estaba en la lista de pasajeros, después de haber pasado el control de seguridad, en la puerta de embarque.
Según los macro super impertinentes de la puerta de embarque no había pagado, entonces cómo es que me dejaron acceder en el control???
El personal muy desagradable, a partir de las 11 de la noche hasta las 3 no hay nadie en las oficinas de CDMX.
Ojalá desaparezca la Viva-porqueria ésta....
INEPTOS INSENSIBLES!!!!

De verdad si tienes la oportunidad de viajar con viva desaprovechala! Les dí una primer oportunidad y créanme es la última, no entiendo porque siempre hay restrasos terribles retraso de vuelo, alteran los planes y juegan con nuestro tiempo. El personal es grosero

Invariablemente hay un retraso. No se respetan las zonas de abordaje. Los maletereros no son ocupados por los pasajeros de la fila. Los que entran primero dejan su equipaje al frente del avion y aun cuando hayas pagado VIP tiene que esperar para poder recuperar tu equipaje que de seguro lo pusieron en filas de 11 en adelante. Los asientos VIP no son VIP. Son iguales a los otros, solo que te dan la opcion de entrar primero y desembarcar primero del avión. Solo recomiendo esta aerolinea si tienes paciencia de esperar de 1 a 2 hr de retraso de vuelo y si y solo si viajas sin maleta.

VivaAerobus es la aerolínea peor. Nunca me gusto mucho, pero en mi ultimo vuelo, pague extra para un asiento VIP para viajar mas cómodo después de una cirugía. Resulta que los asientos delanteros ni tenían espacio para equipaje de mano. El servicio a cliente es muy malo. Ni recibí los puntos Doters aunque hice todo bien para recibirlas.

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

Terrible experiencia en el aeropuerto de Los Cabos; definitivamente la prepotencia y mal trato al cliente tanto de la persona que nos atendió en mostrador que por flojera no quiso hacer la documentación de mi equipaje como de las personas que revisan tu equipaje en las bandas para ingresar a las salas de espera para abordar logran que te quede un muy mal sabor de boca de tu viaje.

Nos dice la prepotente persona de mostrador que como el vuelo no va lleno si quieres documentar tu equipaje tienes que pagar 950 pesos por cada maleta, si no quieres pagar puedes abandonar tu maleta en el aeropuerto ¿en serio?

Personas groseras, prepotentes sin ninguna educación que se olvidan qué el turismo nacional e internacional les da trabajo.

Vuelo: VB9497
Orígen: LOS CABOS
Destino: CD. MEXICO AIFA
Fecha: 14 de OCTUBRE 2024

NO VIAJEN CON ESTA AEROLINEA Y POR SI TIENEN LA DUDA "EFECTIVAMENTE" EL VUELO NO IBA VACIO

ELVIRA DÍAZ se dice llamar la persona nefasta que nos atendió en mostrador y le dió flojera documentar mi equipaje

Flug nach von CDMX nach Tulum wird maleben eine Woche vor Abflug storniert. Das Rückgeld sollte ich angeblich in spätestens drei Wochen erhalten, das ist jetzt bereits drei Monate her!! Auf E-Mails wird nicht geantwortet und mehr als ein Anruf nach Amerika ist viel zu teuer!
Jedes mal wird gesagt, dass Geld wäre bereits an die Reisegesellschaft überwiesen worden, was aber NIE passiert ist!
Das ist eindeutig BETRUG!

Terrible de empresa. Te tratan mal. Son prepotentes, te cancelan vuelo tras vuelo. No pierden su tiempo ni dinero.

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?!