VivaAerobus Reviews 503

I recently flew with Viva Aerobus from Guadalajara (GDL) to Los Angeles (LAX), and unfortunately, the experience was far from satisfactory. From the moment I arrived at LAX, it became clear that the airline’s luggage handling system was a mess.

Upon arrival at the baggage claim, it was immediately obvious that things weren’t running smoothly. Instead of placing luggage on the conveyor belt like any normal airline, they had piles of bags stacked in different areas based on their final destinations. The lack of organization was confusing, and it felt like they were scrambling to manage the bags in an almost chaotic manner.

To make matters worse, over 15 bags, including mine, were missing. I had to wait for over an hour at the LAX airport just to get assistance from a representative. It was frustrating because I wasn’t getting any updates or communication, and it seemed like the staff was understaffed or unprepared for such a situation.

This incident has definitely made me rethink flying with Viva Aerobus in the future. A major airline function like baggage handling should be well-organized, and waiting over an hour for help is unacceptable. I hope they improve this aspect of their service, but for now, I can’t recommend flying with them based on this experience.

Very unhappy with our experience. Our flight was delayed both going to and coming back. We were supposed to arrive at 10:30 PM, but due to a 2-hour delay, we didn’t get there until 12:30 AM, which felt unsafe and scary being out so late at night.
On our return flight, we were delayed another 1.5 hours.
Completely unreliable and stressful. We will never use this airline again.

The worst airline, possibly in the world. They overbook all of their flights and make you wait at the gate in the hope that others don’t turn up. When you ultimately don’t have a seat, they refuse to do anything to help. Literally, a scam. Book anywhere but here.

It is absurd that the airline assigns 5 separated seats for a booking of 5 when checking in.

Do not book with this airline. The reason why they have so-called low flight costs is because they take part of the money from unaware people to book the flights. They made an unauthorized payment from my card for 200 something dollars. That's how they cover the cost to give you "cheap flights." It's very inconvenient because I have to wait until Monday to get the transaction disputed. And I have to pay rent coming up.

My family and I had booked our tickets about 6 months ago for December 5th 2025 from LAX to Mexico City, about 2 weeks before December 5th we started getting notifications from Viva for offers to change our flight from a direct flight to a flight with a transfer from LAX to Monterrey then to Mexico City. The same would be for the flight back for December 15th. Basically with what they were offering we would have gotten our flight for free.... That sounded really good at the time however when we initially arrived to Monterey from LAX, our transfer flight was delayed 2 hours. Not the end of the world however it was inconvenient nonetheless. And then when we were to fly back on the 15th, our flight was delayed another 2 hours leaving Mexico City which then made us miss our transfer flight from Monterrey to LAX. There was no direct flight from Monterrey to LAX until 2 days later.... Fortunately we were able to find a flight from Monterrey to Guadalajara and then from there to LAX the next day. Unfortunately we had to spend the night in the airport with basically no reimbursements or any amenities for our inconvenience. This also in turn caused us to miss very important appointments that we had the next day.

Be very careful when booking. Viva Aerobus automatically added a $528.16 MXN charge for "Protección por imprevistos" (Unforeseen Protection) to my reservation without my explicit consent.
When I contacted support via WhatsApp to request a refund, they admitted the service is pre-selected by default and claimed it was my fault for not "unchecking" it. This is a "Dark Pattern" and a violation of the Federal Consumer Protection Law (Article 86 Ter), which states additional services must be explicitly requested, not imposed.
I am proceeding with a chargeback and a formal PROFECO complaint. Check your breakdown carefully before paying!

Scam!
At the Cancun airport check-ins a lady, while you are in line, asks you what your luggage is, and with the excuse that the flight is a charter (it is not written anywhere) the luggage must be checked in. They force you to buy a duffle bag for 35 usd, that they sell right there, and to pay 200 usd or 200€ to ship it. They don't accept credit cards, only cash obviously, and leave you a note (without value) that for them is an invoice. It's obviously a scam and you're obliged to do it because she in business with the guys at check-in.
Absurd.

we was early in the book in line , 2 couples travelling , first couple went straight through, second couple were told the plane is full, the flight was around 1pm to Mexico city, we had a connecting flight to Heathrow at 9pm, viva offered the 2nd couple a 10pm flight , which obviously meant missing the Heathrow flight, this was explained to the incompetent staff, they just shrugged their shoulders and suggested trying another airline, the couple managed to get tickets on another airline with no help whatsoever from viva staff, this cost over £500, since returning home viva have refused any compensation , there should be a world wide governing body overseeing thieving airline companies who overbooked their planes , they should lose their licence.
the tickets were booked in march , we were early in the check in queue , we think its because they never paid extra for suitcases, so the tickets were sold to someone else who did.

This is my reservation at FIVLJH. The Viva Aerobus people can't find it.
Check your calls to +15618089850.
I can't change my flight.
What should I do? Go to the American Embassy.
Who do I report the #vivaaerobus agents to?
This isn't how you treat people.
Alessio Sundas
I'm asking journalists for help.

I booked a flight with Aerobus and noticed the day before my trip that my first and middle names were combined (no space). Thinking I had made a mistake, I called customer service. They told me it could only be fixed for $70. What they never disclosed was that Aerobus automatically removes the space when processing tickets. In other words, it wasn’t my error, it was their system. Yet I still had to pay extra.

This feels like a deceptive “gotcha” fee. Instead of helping customers with a system issue, Aerobus profits off it. For transparency and fairness, they should warn customers during booking, or better yet, fix the software.

I’ll avoid this airline in the future and recommend others do the same.

First and last time I fly with clowns 🤡 5 hours flight in the most uncomfortable seats I’ve ever seen! They cancelled the previous flight, paid for a window seat, and no availability on the next one! There was a typo during the registration, it’s been impossible to change.. self transfer absolutely a joke, I had to do it myself… go home viva!

The ladies who work at the airport in Cancun for this airline were so rude. They were asking for additional paperwork and permits to travel with in Mexico that are not required. When we asked for additional information they refused to clarify as to why we needed them. We gave them our passport and a notarized letter as my son was traveling with my mom, they said that was not good enough. The documents that they wanted it was for a minor traveling alone with Mexican citizenship. My son was not traveling alone and is a USA citizen so we did not see the need for that.
They made threats to my mom and said we still had to.

I had a flight BOGOTA - HOUSTON and they canceled the flight without notification

DO NOT TRAVEL.
We tried to fly Miami to MEX and Viva left their check-in gate early making us miss our flight and pay $624.00.
We are currently in dispute with our credit card company.
We even purchased their "Insurance" which they denied as we didn't call more than 2 hours before our flight.
How were we supposed to cancel when we got to the airport 2 hours before our flight and their staff was not at the check-in gate?
Fraudulent airline do not travel with them

We were going to Mexico city from Toronto and we bought our connection flight with Viva from Tulum to Mexico city on Jan 15, 2025, flight No was VB 7163 . The flight was cancelled without notice to us. No representatives at Tulum airport to help us when we got there. Had to go Cancun Airport (Viva has representative there) by taxi and purchased a new air ticket for next day from Viva representative. Stayed at airport over night with no hotel, no food, no help at all.
Worst of all, they refused to pay any compensation for our additional cost incurred when we made a claim from them.
Worst experience we ever had!

My partner tried to get one of the HSBC mileage cards. We never heard a thing until several months later, and they suddenly called to say that the card was being delivered. We tried for two hours on the phone to activate the card, and were told that we would have activate it at the bank. We spent 45 minutes activating at the bank and still had to wait 48 hours for it to actually be activated. Then VivaAerobus would not honor the freebies that came with the new card, so we had to cancel it. I am not sure which of the two companies is worse.

I paid a change of flight. I had a seat in the plane. Employees lost a lot of time on the phone, made me pay for the change and made me lose the flight, saying that it was too late after the closing of the check-in. Losing this flight, I lost another Viva flight and had to pay another flight change, to get to the final destination, which moreover made me lose the opportunity to visit Guadalajara, and I had to spend a day at the airport AIFA instead. All in all, it's simply a triple theft. Should I recommend Viva. Never, and never again. Can you imagine? Departure at the forward flight was delayed 1 hour. They made me lose the return flight with the delay they themselves produced on purpose, to oblige me to pay for another flight change, I should take the day after! On top of this, all seats in Viva planes are totally uncomfortable, a pain on the ass.

Booked and paid the flight, but didnt get a seat assigned to me. Never made the flight as it was overbooked, and missed my other flight back home. Had to buy enterly new tickets to get home for $1300, and probably wont get anything back from this shitty company

Cancelled flight 2 days prior with no reason why...
Refunded between 10-15 days...
Voucher for next time I want to fly with them. Why would I fly with such an unreliable company every again?
The voucher doesnt even cover the loss of money that I have to book a flight with another company at such short notice.