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VivaAerobus Discussion
Worst customer service in an Airline. Yes, tickets are cheap, but only 2 people on their counter checking in at least 150 passengers per flight. Long lines, very unorganized and whats worst, they lost my son's bag and my friend with her medicine there. When we got to Monterrey we were told that our luggage was going to be there 2 days later at 3:00pm. I told them never mind leave it in Dallas we will get them on our way back. Got to Dallas Monday at 2:00pm and our luggage was send to Monterrey. We end up getting our bags on Wednesday. They never answered their phone to update on the status of the bags. Customer service very rude! Very frustrating to spend your vacations without your belongings. So be prepared; and if you're forced to use this airline for their cheap prices, just remember, you will pay with aggravation and headaches what you saved in money. In fact, considering all I lost in my bag this has been the most expensive ticket ever. I will try to file a complaint; they should not be allowed to do bussiness in USA,
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MY FRIEND FROM WORK, HER MOM, SON, AND I FLEW TO MEXICO SAT CAME BACK MONDAY. THEY LOST HER SONS BAG AND MINE, ALL MY MEDS FOR MY COLLAPSED DISKS AND BLOOD PRESSURE AND ALL OUR CLOTHES AND ALL TOILETRIES SO HOW DO YOU STAY 2 DAYS IN MEXICO WITH NOTHING, I VOMITED SAT FOR 2 DAYS STRAIGHT FROM THE PAIN, THEY HAD US FILL A PAPER OUT AND THEN SAID WHY DID YOU PUT YOUR MEDICINE IN THERE? BECAUSE, YOU IDIOTS YOU WERE SO SUPPOSED TO PUT IT ON THE * PLANE OF COURSE!!!! NEVER AGAIN. TODAY IS WED. WE WERE TOLD AFTER 2ND VISIT DFW AND THE IDIOTS AGAIN SENT MY STUFF TO MEXICO WHAT FOR I HAVE NO IDEA THEN SAID BE THERE TODAY AT 3 THEY LEFT AT 2:30 REALLY? WHEN WERE THERE UPON RETURNING OFFICE FULL SITTING ON THEIR ASSES 3 HAD HICKIES FIXING MAKEUP COULD CARE LESS ABOUT US. HER SONS BAG STRAP WAS TORN OFF THEY STAPLED IT AND THEN TIED IT IN A KNOT, REALLY PEOPLE? WTH? BAD CUSTOMER SERVICE, THEY ARE NAIVE ABOUT ANYTHING RELATED TO FLYING AND DON'T CARE ABOUT YOU OR YOUR LUGGAGE OR WORKING AS A MATTER OF FACT. RUINED OUT WEEKEND, AND THE COST TO REPLACE EVERYTHING WAS GREAT. VERY DISAPPOINTED AS YOU CAN SEE. SO DON'T CHECK YOU BAGS WITH THEM UNLESS YOU LIKE LIVING IN YOUR UNDERWEAR AND DOING WITHOUT DEODORANT FOR A WEEKEND IN THE HEAT. WHEN I SAY DUMBASSES I MEAN IT. THEY JUST KEPT BLAMING EVERYONE BUT THEMSELVES.
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Worst airlines in the world. Worst pilots who ever flew a plane. Please check to be sure the pilots have a real pilot license. On my return flight from cancun pilots drop us by 4/5 feet kids screaming and everyone was terrified. Never once did these idiots ever apologize. Don't be cheap by flying this airline, use any american airlines.
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Guest : WORST airline ever. Cancelled my flight less than a month before my departure. Once I received the cancellation email I immediately called for refund. I gave all of my information that they needed, they assured me 15-20 business days...still nothing. Many many calls later and nothing. Still no idea where my refund is, managers or horrific. Can not believe they are allowed to do business with the US. Worth noting...my trip was over a month ago, flight cancelled two months ago and they still tell me it will be another 15-20 days. I have spoken with two "managers" Daniel Ortiz and Fernando Garcia....both the most unhelpful rude people I have ever spoken to. Both PROMISED to give me return phone calls once they figured out more information and neither did. DO NOT USE THIS AIRLINE. I am in the process of fighting the charges with my bank. Visa issued me a provisional credit. It has been 60 days since the first refund was promised. They have gotten 2 different accounts from me and just a few days ago said there was a problem issuing the refund and would need a familiy member or friends account. I asked them to prove they had tried to send it twice. Best of luck to you. Try calling you card servicer.
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I had the same thing happen to me. I flew from Houston to cancun in a group of 13 people. Everyone else's luggage made it but mine .... I am getting the run around as well. It just sucks that I did not enjoy my vacation due to the fact I had no clothes! Liliana Pérez : I traveled on vivaaerobus two days ago from Monterrey to Houston and my suitcase never made it. I have been unable to speak to anyone who can give me any information about my suitcase but they never pick up the phone and when they do, they don't know anything or are unwilling to help. The last person I spoke to put me on hold and then he hung up the phone on me. I filed a delayed luggage report immediately after I realized that my suitcase had not arrived, and on it I provided my contact information but no one from the airline has contacted me. My friends and relatives have told me that their luggage has gone missing on vivaaerobus flights too. I think they might be stealing passenger's luggage...I don't plan to ever fly on vivaaerobus again... Liliana Pérez : I traveled on vivaaerobus two days ago from Monterrey to Houston and my suitcase never made it. I have been unable to speak to anyone who can give me any information about my suitcase but they never pick up the phone and when they do, they don't know anything or are unwilling to help. The last person I spoke to put me on hold and then he hung up the phone on me. I filed a delayed luggage report immediately after I realized that my suitcase had not arrived, and on it I provided my contact information but no one from the airline has contacted me. My friends and relatives have told me that their luggage has gone missing on vivaaerobus flights too. I think they might be stealing passenger's luggage...I don't plan to ever fly on vivaaerobus again... Liliana Pérez : I traveled on vivaaerobus two days ago from Monterrey to Houston and my suitcase never made it. I have been unable to speak to anyone who can give me any information about my suitcase but they never pick up the phone and when they do, they don't know anything or are unwilling to help. The last person I spoke to put me on hold and then he hung up the phone on me. I filed a delayed luggage report immediately after I realized that my suitcase had not arrived, and on it I provided my contact information but no one from the airline has contacted me. My friends and relatives have told me that their luggage has gone missing on vivaaerobus flights too. I think they might be stealing passenger's luggage...I don't plan to ever fly on vivaaerobus again... Liliana Pérez : I traveled on vivaaerobus two days ago from Monterrey to Houston and my suitcase never made it. I have been unable to speak to anyone who can give me any information about my suitcase but they never pick up the phone and when they do, they don't know anything or are unwilling to help. The last person I spoke to put me on hold and then he hung up the phone on me. I filed a delayed luggage report immediately after I realized that my suitcase had not arrived, and on it I provided my contact information but no one from the airline has contacted me. My friends and relatives have told me that their luggage has gone missing on vivaaerobus flights too. I think they might be stealing passenger's luggage...I don't plan to ever fly on vivaaerobus again...
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Warning:...DO NOT I REPEAT DO NOT CHECK YOUR LUGGAGE IN...THEY WILL STEAL IT!!!!!!!!!!!!!!! 3 people fr om my flight had their luggage come up missing on our Houston to Cancun flight (including my friend) She has yet to receive any information as to wh ere her luggage is. The flight was okay despite the long SLOW lines at check in (Arrive 3 hours early)
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I traveled on vivaaerobus two days ago from Monterrey to Houston and my suitcase never made it. I have been unable to speak to anyone who can give me any information about my suitcase but they never pick up the phone and when they do, they don't know anything or are unwilling to help. The last person I spoke to put me on hold and then he hung up the phone on me. I filed a delayed luggage report immediately after I realized that my suitcase had not arrived, and on it I provided my contact information but no one from the airline has contacted me. My friends and relatives have told me that their luggage has gone missing on vivaaerobus flights too. I think they might be stealing passenger's luggage...I don't plan to ever fly on vivaaerobus again...
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Guest : Anybody with questions or qualms regarding Vivaaerobus should have read their FAQ: www.vivaaerobus.com/en/faq ... They should not cancel or change your flight information.!!!!!
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They changed the dates of our round-trip reservations and refused to refund 100% of the cost. In addition to that, they would not reimburse the credit card I used to purchase the tickets, and instead required a bank deposit account to complete the transaction. They will never get a positive review from me. I will tell everyone I know how crappy this airline is.
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WORST airline ever. Cancelled my flight less than a month before my departure. Once I received the cancellation email I immediately called for refund. I gave all of my information that they needed, they assured me 15-20 business days...still nothing. Many many calls later and nothing. Still no idea where my refund is, managers or horrific. Can not believe they are allowed to do business with the US. Worth noting...my trip was over a month ago, flight cancelled two months ago and they still tell me it will be another 15-20 days. I have spoken with two "managers" Daniel Ortiz and Fernando Garcia....both the most unhelpful rude people I have ever spoken to. Both PROMISED to give me return phone calls once they figured out more information and neither did. DO NOT USE THIS AIRLINE.
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I arrived at the airport at 630pm in Mexico city to catch a 830pm flight to Puerto Vallarta. They had no gate assignment posted on the monitor only stating that the flight was on time. I waited around till 8pm Still no gate assignment however monitor said on time. hmmm. No customer service agent was around and it is now 1030. Still No gate assignment and monitor stills say on time... LOL 11pm rolls around a fate announcement saying flight is on time leaving at 1130 WTF. 3 hours late. Boarded the plane. No apologizes received. Cheap airline equals cheap service. Overall rating. 2 out 10
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Absolutely the worst airline ever! They are in fact running a business scam according to well placed Mexican travel agents. They regularly book flights that they never intend to fly and then cancel them at the last minute leaving passengers stranded and holidays ruined. Then they refuse to even refund your credit card and avoid, delay and eventually wear you down so they don't have to pay up. If airline was operating in US the company would be shut down immediately. The responsible local travel agents will not book their flights because of the number of rip offs they are well known for. Avoid and BEWARE!!!
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Vivvaaerobus cancelled our flight from Mexico City to Puerto Vallarta. Despite 3 phonecalls and 10 emails, I have still not received my refund, or a response to any of my messages on Customer Portal. I have given them my bank details and still no refund. Let alone the money we wasted on hotels and buses to PV. (The flight was cancelled 3 days before). I am sickened by their customer service and would not fly with them, if something goes wrong, you will be totally stuck. To put in context, we had the same problem with Volaris, who changed our flight and sent us compensation vouchers within a few hours - they are a little more expensive but well worth it.
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Have read the other reviews which led me to book with trepidation, but in fact I could not fault them at all although I suggest paying extra for VIP. Long slow lines at check in but with priority check in less than 5 minutes. With priority boarding you are always the first on board and get the best seats which were comfortable with decent leg room. Planes seemed very new and both flights I took arrived on time. Terminal 1 at Cancun is quiet and easy unlike the chaos of Terminal 2 where international arrive. Would certainly use them again. Both flights were domestic so cannot comment on international flights.
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Please beware of the packages and tickets they sell onboard, they are a scam! ... we flew Mexico-Cancun, bought several tours and tickets just to find out they were cheaper once you get to Cancun.
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Don't buy tickets. I bought two tickets and they end up sending me a week before my date that it was cancel because they didn't have permission to flight dose days. Really!! Plus is gonna take 20 days for them to reimburse my money back plus is not gonna be the total that u pay because your gonna pay them for some fees. Sucks!!
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Viva Aerobus is a scam ... Don't even think about booking them. They are well known to the local Mexican tourist professionals as the worst airline ever and an embarrassment to Mexico. Here's the scam: they book cheap flights then cancel the flights a couple days before departure, then make it impossible to get a refund because of their bizarre banking "policy". Most travelers just give up in frustration. If this was a US airline they would be shut down long ago. Meanwhile your travel plans are screwed! BEWARE!!!!!
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SCAM AIRLINE!!! " VivaAerobus is the worst airline in Mexico by far! Embarassment to Mexico! " That is the word fr om a very experienced travel agent locally. We booked three months ago and they cancelled our flight with two days notice. They had not been flying the route for two months according to the local travel agent but are not obligated to notify you until last minute. Here is wh ere the scam comes in which is well understood locally: they make it so difficult to get a refund that they expect most travellers will just give up and loose their money! Their "policy" is not to refund your credit card but to force you through a convoluted request through a foreign bank over a period of weeks. This airline is a total Scam! Do not even consider flying with them!
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Delayed for several hours, as if it would be the most normal thing. No excuse, no information, just waited 4 hours in the Gate waiting hall
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Absolute disgrace of an airline. Hidden charges all over the place. Every extra added on until you take it off. Finally the most expensive package you can buy from them does not include any checked luggage. Thats right pay more get less. Both going and return 2 hrs late do not use if you are going to Mexico on business. Mad !!!!
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After you book, be ready for multiple itinerary changes! It cost a big change fee for us to switch our flight on another airline to connect with VivaAerobus in Mex. City. Then they changed the flight time again and we would NOT have needed to make the other change! Infuriating service in my opinion! Do yourself a favor and pay a bit more for Interjet . Like someone told me in Mexico, Viva is known as "the flying chicken bus" and now I know why. Very unprofessional.
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WARNING: they have a 2 hr check in before every flight. We were standing in line which was moving very slow in Reynosa, Mex. Right at the 2 hr mark. The attendants got their papers and walked away from the check in line. They refuse to check in the last 8 customers who were in line, on time. If you fly show up 3 hours early.
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number one crooks, charged me over $1,800.00 USD for two tickets from houston to Monterrey, thier website is totally rigged and will over charge you with NO REFUND POLICY. FAA should ban this airlines. No customer service at all, Nightmare of a airline.
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I have the same problem with French issued credit cards....I don't know how they arrive to sell their tickets...
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Anybody with questions or qualms regarding Vivaaerobus should have read their FAQ: www.vivaaerobus.com/en/faq
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I am trying to buy tickets online BUT Viva Aerobus was not able to process a MasterCard or Visa issued by a US bank. I got through on their 888 number and was told to try booking from my smartphone as it uses a different server. That didn't work either. How can they sell tickets to US citizens then? So strange. The owners of this company should be outraged at the lost sales!
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Same problem,booked my flight to mex city with volaris,then tried my connecting flight a thousand times to book online with viva aerobus,after 2 hours it said the flight i wanted has sold out.Now i am stranded at mex city with only bus or ridiculous alternative airline prices.Bummer.....BEWARE
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I just had the exact same problem. The website refused all of my cards. I spoke with them on the phone and they cheerily offered to book it via phone, for an extra $10. I agreed, and then they informed me -- equally cheerily -- that they don't accept American credit cards over the phone. This is after I had already told him that I was trying to pay (online with a US card). He said I could pay in cash at a Banamex. I told him that I was calling from Los Angeles. He was unclear on the concept. I, too, would like to think that Mexican companies have their s#%t together. Apparently they do not.
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As the holidays approach, Vivaaerobus is not accepting American Credit Cards as a form of payment. You are given the option of having someone pay at Banamex (in Mexico) CASH plus an additional "convinience" fee that Banamex charges of approximately $13 US dollars. I truly don't like to see Mexico as a 3rd world country but truly, as far as inconveniences, Mexico is truly good at them.
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We have tried endless times from Canada to book tickets online. We have had no success for one reason or another. Another scary thing that happens on their website if you're not careful is the dates will be changed willy nilly, even after correcting this info more than once. What is up with their website? Why is it impossible to use from Canada?
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Incredible how frustrating it is trying to purchase a ticket in their site. Credit card is always denied (Reference: 90609913) and reading below it's a very common mistake. Just got off the phone w credit card company, there's no problem. The problem is with their information. I called the number in the site but gave up after several attempts (I was on hold once for 45 min). My guess is, you can only buy the tickets at the counter in the airport. I guess this is why the company doesn't appear on ANY of the bigger flight research sites such as expedia... To much problems.
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NO customer service .... we are travelling from Canada through Phoenix Az, Mexico City, destination Puerto Escondido. Yikes!! Vive Aerobus first confirmed our reservation(once they had our $$$) from Mexico City to Puerto Escondido, but a month later have changed the itinerary, completely changing the flight and time , which we will miss due to the flight from Phoenix , However I can not for the life of me get anyone on the phone to change the tickets ... I'm pretty sure the phone is ringing somewhere on the moon. We even have a contact in Puerto Escondido working on this for us but I'm sure our money has been STOLEN .... Shame on you Juan Carlos Zuazua...
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Same problem here. Have tried to pay my booking with a valid credit card and it keeps giving an error. I cannot reach the airline throught the tel.numbers. I sent an email, hopefully they will react to that. In the meantime, my booking has been cancelled. Very frustrating and doesn't give much confidence in travelling with them.
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My payment is in pending, what does it mean? Should I call my bank? I like to make sure that my reservation s confirmation will be success for my fly on Tuesday 18th. NFGYXG = my booking confirmation. I am looking forward for your support. Please can you guide me? Thank you.
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Tried to make a change to my flight by booking one day later. Fully prepared to pay the fee. Wouldn't accept my perfectly valid and good visa card. Kept trying wouldnt take it. Closed the site and tried to reach them by phone. Have waited a total of 2 hours for someone to answer, still no answer. Went back to my original booking and they have cancelled the entire booking. Absolutely the most frustrating experience I have ever had. At this point I have lost a $400.00 US flight and can't talk to anyone. Company is a rip-off!!!!!!!!
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Worst mexican airline. They don't answer thei phone even if you are trying to buy tickets over the phone. I have 3 different phones with all the different options they offer to provide service and I don't get answer in any of the options. I can't believed that they are in bussiness becuase they don't know how you treat and respect the customer. I am very dissapointed. They need to becareful becuase they are going to lose business when Southwest get the business for international flights. They give you an option to speak with someone in english but is not available when you select that option :(.
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After long wait on USA phone line , very frustrating web site keep saying that my card was denied , my card has no problem the real problem is this sorry website trying for several hours , waiting for the phone to answer to make reservation with live agent but their phone system is very sorry - first time wanting to use this airline - very disappointed :(
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Guest : STOLE OUR THINGS!! Traveling fr om Guadalajara to Mexico City, we had to pay a fee of 480 pesos (~40 dollars) for each checked bag. This was fair, as we had signed up for "vivalite" and if we surpassed the weight lim it that was the fine. We payed the fine because we were carrying lots of expensive, somewhat rare tequila that could not go in as a carry-on. But then after paying around 80 dollars to check the bags, we arrive to find out that 2 of our bottles (worth 1000 pesos in all, over 80 dollars), were STOLEN. And the two remaining in that particular bag had been OPENED, and the seal was broken. Now we are trying to be refunded that money, but so far on at least 4 or 5 of the times we have called (offices in Monterrey, Mexico City, and Guadalajara) they have HUNG UP ON US as soon as we say the words "we had a problem." I am not impressed with this airline, and I would recommend, STAY AWAY STAY AWAY!! THIS PERSON IS RIGHT !!!!THEY HANG UP ON US WHEN YOU THEY MADE A MISTAKE AND DOESN'T WANT TO SOLVE IT. VIVAAEROBUS STOLE MY MONEY.!!!!!
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booking confirmation MBBVXR Friday the 15th March 2013 Due due my wife's illness I could not travel to mexico from london and therefore did not use the ticket from Cancun to Veracruz. In order to get a refund from my Insurance company I require an email stating we did not turn up for the flight. Please send this to pmtimms@hotmail.co.uk Thank you Peter Timms
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THEY RIP YOU OFF WHEN YOU MAKE YOUR RESERVATION BY CHANGING YOUR RETURN DATE AND THEN CHARGING AN EXTREME PRICE TO CHANGE YOUR RETURN FLEIGHT. TO GOOD TO BE TRUE.
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STOLE OUR THINGS!! Traveling fr om Guadalajara to Mexico City, we had to pay a fee of 480 pesos (~40 dollars) for each checked bag. This was fair, as we had signed up for "vivalite" and if we surpassed the weight lim it that was the fine. We payed the fine because we were carrying lots of expensive, somewhat rare tequila that could not go in as a carry-on. But then after paying around 80 dollars to check the bags, we arrive to find out that 2 of our bottles (worth 1000 pesos in all, over 80 dollars), were STOLEN. And the two remaining in that particular bag had been OPENED, and the seal was broken. Now we are trying to be refunded that money, but so far on at least 4 or 5 of the times we have called (offices in Monterrey, Mexico City, and Guadalajara) they have HUNG UP ON US as soon as we say the words "we had a problem." I am not impressed with this airline, and I would recommend, STAY AWAY STAY AWAY!!
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i couldn't wait any longer for my bag to come out of the whole in the wall, so left it to catch my next flight. they sent it from mexico city to there headquarters in monterry. i've been trying to get a hold of them since the 19 of dec. they don't answer the phone or e-mails. i could have got a friend who is going though mexico city to pick up my bag but i can't get any communication from them . i'll be bad mouthing them forever.
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i flew once with aerobus. they charged me 480 pesos for my 9 kilo bag because they said it was to big. it was free or 25 dollars on other airlines. when i landed in mexico city, we were an hour late. i had 2 hours and 50 minutes to get my bags and go to united airlines and check in. the bags didn't come after 45 minutes so i had to make a choice, leave the bag or miss my flight. i've been trying to get it since the 19th of december with no luck and now they don't even answer my e-mails. i wouldn't travel with them ever again.
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My husband and I have flown from Monterrey to numerous spots in Mexico, Puerto Vallarta, Guadalajara, Guanajuato, Oaxaca, Acapulco and this year we are going to Tuxtla Guitterez with Vivaaerobus. This has been an excellent option for us to see much of Mexico. Yes, I have had flights changed but usually well before the flight date and a few flight delays but for the price you can't beat it. It is definitely a no frills airline but all of these flights are not long and it sure beats bus rides. If you are not in a rush and want to see Mexico, I highly recommend it.
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I wanted to communicate a problem with the Vivaaerobus airlilne and was unable to reach anyone by phone or to leave a message. Very frustrating!
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