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VivaAerobus Discussion
Viva aerobus website won't accept cvv code on canadian credit card, got all the way to the end but it won't process payment. Called customer service but it still didn't work. Called my bank and they said the card is good. Frustrating because competitors are way more expensive.
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Haidee Turner : There is a problem with your website and it won’t let me book a ticket from Havana to Cancun. Please help I had the same problem, it seems that the european website has a problem with creditcard payments. Than I tried the mexican website, payed with credit card in mex. Pesoss and it worked...
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There is a problem with your website and it won’t let me book a ticket from Havana to Cancun. Please help
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Unhappy customer : After buying tickets online, got a mesaage days before the departure saying Iqas not going to be able to check in unless I pay for TUA charges? $70!! Then while checking my luggage they charged me for Tourist tax? $38 that's $110 extra!! Ticket ended up being way more expensive than united or spirit same happened to me!!
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After buying tickets online, got a mesaage days before the departure saying Iqas not going to be able to check in unless I pay for TUA charges? $70!! Then while checking my luggage they charged me for Tourist tax? $38 that's $110 extra!! Ticket ended up being way more expensive than united or spirit
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Guest : Cannot book trip - payment never gets accept even if it’s a card with 0 balance. Have tried to book with my two cards, my mom tried to book with her two cards… and a fifth attempt to book with a 5th card by my sister. We have tried multiple times from Sunday to Thursday. We called them and they say our banks did chargebacks. Our banks say the charge was never attempted to begin with. Finally going to book with a competitor because this is ridiculous. samething happened to me I called the bank and try said there was no attempts to trying to pay ..I even tried 2 other cards and same problem
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Crooks! Went to change my itinerary. Because I had already paid and had 3 free itinerary changes initially they were gracious. But when it didn’t increase ticket price and instead decreased it by $120 they would refund or credit the difference. Even though I was going to have to make another flight reservation at the same time. Pathetic customer service lacking airline.
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Cannot book trip - payment never gets accept even if it’s a card with 0 balance. Have tried to book with my two cards, my mom tried to book with her two cards… and a fifth attempt to book with a 5th card by my sister. We have tried multiple times from Sunday to Thursday. We called them and they say our banks did chargebacks. Our banks say the charge was never attempted to begin with. Finally going to book with a competitor because this is ridiculous.
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January 22, 2023. for three days I have been trying to purchase an online ticket with a US credit card!!!!!
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They charged me a tourism fee at the gate for around $35.50. Did not indicate it was included or not when buying the ticket to Mexico. Asked for a recipe, and the recipe did not say it was a tourism tax just that I paid a certain amount. They told me not to use my cell phone to bored and they printed out my boarding pass. Maybe they are not as green as they say if they are printing boarding passes even though you download the app or log in online with your phone. I was trying to reed my recipe and boarding pass and the dude that was charging me intimidatingly asked for the next person and gave me a dirty look.
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Guest : Cannot add a checked bag online - on the phone to attempt to purchase another how much did they charge you per checked bag at the aiport?
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01/02/2023 Vivaerobus is not letting you add checked bags to the reservation online or through the phone for international flights to Mexico. They want you to get to the airport so they can charge you $150 for one 55lbs bag. Over the phone they said due to climate conditions but no where on the site is this explained. Ridiculous. Going to file a complaint.
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Just called 12/25/22 to add on 2 bags 55lbs each & they told me they are not allowing large bags checked for flights leaving my city Chicago or New York going to Mexico .. very hard to belive the plane does not want to make money $ leave the bottom of the plane empty ... will try again tommorrow : (
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I’m calling to add a second checked bag and they are not letting me but my friend called and they let her add 2! B.s ins already called 2😡
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Looks like VIVAAEROBUS is at it again. Not allowing online payments for flights. (I think it's just American debit/credit cards). It allows you to get all the way to the payment page, and every attempt you make it says something is wrong with your card, and changes your CVV code to something else. However, if you call in you can purchase a ticket but it will definitely cost at least $100 more because it's not the online price. Nice job, VIVA Aerobus. Real classy!
Guest : Robert : Today 3/01/2022 Purchased flight and hotel from vivaaerobus.com paid with debit card, never got a confirmation but it shows that they took out the money $1,796 dlls, I called the company and they said nothing is showing under my name. On my bank account it clearly shows vivaaerobus transaction for this amount. Any suggestions? Thanks in advance. I had a similar case, As there in no real place to call for airline inquiry, i had to call bank and start a fraud claim. Don't use debit cards to pay for online purchases, that includes flight reservations. Always use a credit card, if you don't get the goods you purchased, you call your credit card company and tell them NOT to pay because you did not receive the goods. This way the credit card company fights the vendor/seller, Viva in this case, and you're not liable for the cost.
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STEPHEN BRENT WOLF : I bought a package tour to Cuba from Mexico City on Flight VB 132. I need the Vivaaerobus Flight Code so that I can confirm my flight and choose a seat. The Localizador of the package is 221026-39954. Please help me. Thanks, Dr. Wolf
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I bought a package tour to Cuba from Mexico City on Flight VB 132. I need the Vivaaerobus Flight Code so that I can confirm my flight and choose a seat. The Localizador of the package is 221026-39954. Please help me. Thanks, Dr. Wolf
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Hi I booked a flight today and never got an email confirmation. I got an email about services offered on the flight but I did not get an email to confirm. My credit card has been charged. Will this email be coming within a couple of days likely?
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Ive tried to pay with visa debit and viva website keeps rejecting it. viva said to call bank and bank isnt declining as bank doesnt see the request. i think ive been through this before with viva. i tried a different card and same result, it doesnt accept it. may have to pay a lot more and fly with another airline.
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Robert : Today 3/01/2022 Purchased flight and hotel from vivaaerobus.com paid with debit card, never got a confirmation but it shows that they took out the money $1,796 dlls, I called the company and they said nothing is showing under my name. On my bank account it clearly shows vivaaerobus transaction for this amount. Any suggestions? Thanks in advance. I had a similar case, As there in no real place to call for airline inquiry, i had to call bank and start a fraud claim.
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You can't talk to them all methods of communication are messed up so you won't be able to reach them for a refund
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Today 3/01/2022 Purchased flight and hotel from vivaaerobus.com paid with debit card, never got a confirmation but it shows that they took out the money $1,796 dlls, I called the company and they said nothing is showing under my name. On my bank account it clearly shows vivaaerobus transaction for this amount. Any suggestions? Thanks in advance.
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My parents had a flight to Guadalajara from Tijuana on VivaAerobus. When they checked in at the vivaaerobus counter at the airport, we paid for extra baggage fees. When they crossed through CBX, and got in the Tijuana side, they got charged additional baggage fees because they said they could not bring in extra baggage. But they had already been CLEARED and paid for at check in. Aerobus allowed the baggage at check in and just charged them an extra $170 US dollars more. But…..Once crossing over they were charged an additional $200 US dollars for the same baggage. Extra additional fees because they claimed that it was too much baggage.. Is this even legal? So they ended up paying $270 US dollars in fees. By the way it was 2 extra suitcases. One for each. They really take advantage of people, and over charge.
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I have my Mexican double nationality passport from the U.S and Mexico. I was born in the U.S but Vivo Aerobus said I needed a visa to go back to the U.S how when I’m a citizen in America and it says I was born over there in my country on the passport. I cane to Mexico with the same passport but can’t go back with the same this is a joke.
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Viva Aerobus makes also attempts to break in credit card accounts. They are not only a scam, they are criminal.
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My son took an internal flight from Mexico City to Cancun on 2 July, his suitcase didn't arrive, we have spent the last two weeks trying to get hold of the Customer Services team to get compensation. This is appalling customer service, they should take responsibility for customers' luggage.
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On July 7th I traveled from San Antonio to Mexico City but my luggage never got there. After making numerous phone calls that just get cut off, someone in a call center located in Monterrey Mexico finally answers. Only once have I recieved a call back just to tell me they can't find my suitcase. An acquaintance kindly went to San Antonio's airport to inquire about my bag. She was told it was in customs but that she couldn't claim it because that was VivaAerobus' job. I called San Antonio's customs and they said they didn't have it!!! VivaAerobus has me going around in circles and nothing gets solved!
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LAX To GDL VB519, Unable to check in online. Called customer Service and said All Int. Flight passengers need to check in at the counters. Arrived 4 hours prior since we knew it would be a mess to find only one member checking in bags WHAT A MESS! it took 3 hours to check in 25 ppl ahead of me. Now what got me upset was the Hidden Fees: Touring Visas (Volaris,Aeromexico,Alaska,Interjet,JetBlue,United) all include Touring Visas on the ticket Except this airline BE PREPARED TO PAY 30usd Per Person at the counter. Like all the people in the below comments say. YOU GET WHAT YOU PAY FOR.
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They sold us a ticket out of Mexicali for June 9th well in advanced. When we got to the airport they told us the airline stopped flying from there 5 months ago. No luck getting through to them. Shameful
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Booked flight with layover, first they cancelled one leg of the flight, then they cancelled the other. Only options: fly another time or lose the money. Thumbs down.
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Casie : Booked flight and flight was cancelled. This airline refused refund. Terrible. We need this money back because airline cancelled Hi Casie, just making sure you see my comment above. Did you have any success in resolving your issue?
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We had the same issue at the same time with Vivaaerobus . At the time we didn’t know our rights, but they should be required to give you a refund. We’re working on this now. Were you able to get a refund? Here is the link that explains the U.S. law: www.transportation.gov/briefing-room/us-...
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Booked flight and flight was cancelled. This airline refused refund. Terrible. We need this money back because airline cancelled
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I have been trying to call the Vivaaerobus "Call Center" for over two and a half ours with no luck. I press all the number buttons they instruct you, the only thing I get is music prerecorded. Never had such a bad service from any company.
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They didn't alsow us to board because they didn't like the content of our carry on bags and didn't even allow us to check it in. We didn't carry anything illegal, or liquids, or perishable, nothing on prohibited items list. We carried our skydiving gear which is a small bunch of ropes and fabric. we lost out flight and had to get a new ticket with another airline :(((
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Guest : Booked a flight with them, Credit card was charged. When i went to the airport they told me that i am not in their system and can therefore not fly. They blamed it on the Bank saying that they cancelled the payment. that does not make any sense as the payment would not have gone through. Vivaaerobus never send me a confirmation email, although they could tell me at the airport that the refund was already issued. They now refuse to pay my damages in booking another, more expensive flight or even covering my taxi cists to and back from the airport. This just happened to me also. I tried to pay with 5 different payment options at the terminal. They wouldnt not accept any payment. They said they are only taking AMEX.
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Booked a flight with them, Credit card was charged. When i went to the airport they told me that i am not in their system and can therefore not fly. They blamed it on the Bank saying that they cancelled the payment. that does not make any sense as the payment would not have gone through. Vivaaerobus never send me a confirmation email, although they could tell me at the airport that the refund was already issued. They now refuse to pay my damages in booking another, more expensive flight or even covering my taxi cists to and back from the airport.
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Worst flying experience ever!! Arrive at airport 2 hrs before flight leaves - told there will be an extra 4 hr delay - then another hr - flight finally cancelled at boarding gate at 11pm. Told we might get out of there 2 days later! They don't put us up in a hotel - we have to buy NEW tickets the next morning with another airline (as they had no flights the next day) and have been unable to get any customer service from them since getting back.
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my inlaws had a flight scheduled on 12/30/17 ar 6:20pm from TJ to Guanajuato when they were checking in they were told that there was 4hrs delay. Around 10pm they told them that the flight was cancel and they would be able to get a flight till 30 days after they were also kicked out of the airport by the police. We had to pay a hotel for them and also had to go with a new airline. Worst service ever!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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I'm just going to say My expiernece with VivaAerobus was Sh** As soon as we got check in at Veracruz They said we had no ticket so we were forced to buy another one and then they came it with a baby pack for our child For £40!So we decide that we would put the buggy on the suitcase line and it would be taken to the plane immediately which we didn't want Flight was Delayed by 1 hour overall the flight was fine but their slogan is "All you need to fly" Really? Congrats VivaAerobus Your on my Never again list along with United and Ryanair
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Just imagine - time evening 5.30 PM, you are traveling with your family, ready with ticket, online check-in done seats allocated and waiting in queue to check in your baggage. Next, you have extremely urgent appointment following day. Ok, with above line you must be self-judged how would you react when someone tells you that flight which you have booked doesn’t go thru and you are just an idiot now. Yes, you read it right, we had allowed to do online check in, seats allocated and on counter we informed that your payment never go thru and that’s reason you cannot board flight.) Viva sales team on airport and airline staff were in blame game and no clue what to do when flight was about to takeoff. Because we don’t had any option that time and had to travel, we have taken ticket over the counter in three times of price, the mental pain which we all suffered is irreparable (just imagine to sense). And wait, this is not yet over - let me take little earlier. We have done same date flight ticket booking earlier as well, got confirmation mail etc... Bank transactions shows payment made to merchant and we even made that payment to bank. Now after a month, before our travel, we started online check in and then we realized booking is canceled. We call Viva customer care and hanging there for 2hrs, it goes like merry go round for fulltime and eventually we had to do same booking with almost double cost because we had to travel. Now, with this if you understand the episode we have done bookings thrice to travel finally with three times of actual cost. Still fighting with bank/Viva folks to get the right compensation ($ 2500 hanging). how about our mental trauma which we passed thru on that day ? what would have been the case if we were missed that flight, next day appointment ?
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I have been flying with vivaaerobus for 5 years. Other than myself not paying attention when paying online I have not had a problem. Those that complain for having to purchase drinks and snacks you can always fly more expensive airlines. If your complaint about spending 100 pesos or less for drinks and snacks perhaps you should not be flying. The airline has to make money some how since they give you a really big discounted fair over major airlines.
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Never ever will fly this airline worse customer service including passing security me and my husband were flying from Guadalajara to Mexicali and they stopped us on our personal items since we had souvenirs from our wedding since we got married a month before and they tell us we can't take them since theyre not approved when we flew a month before with the same souvenirs of our wedding with family and we had no problem but yes it was another airline better off going with the other airline since this employee claimed the material not authorized to pass even though she didn't know what they we're made off my husband told her to tell him what they're made off and she couldn't respond all they wanted was the souvenirs since that what they do they like something you'd got and claim you can't pass it then they keep the items for themselves ridiculous
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I looked at my reservation and there are no seats to select. "All seats have been reserved." Are my two seats included? I don't know. I can't find out unless I call but previous calls to them have been unfruitful. On my reservation there is a $60 "extras fee." I can't find anything that explains what that is about. I opened the website again a few minutes later and the "extras fee" is now $160. What changed? Again, there is no explanation that I can find. I already hate this airline and I haven't even flown yet. All the reviews I read tell me I'm in for a terrible flight. Never again.
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NEVER DEAL WITH THIS CHEAP SERVICE AIRLINE! These people stole my money. They asked me to pay over $100 USD for one extra piece of luggage, which I tried to pay by phone a day before my trip. The attendants asked us for cash to pay for the extra piece. They even showed me where the ATM was so I could take money out. I had no option but doing it. When I returned I opened a case via email to: atencion.clientes@vivaaerobus.com and they closed my case without even trying to fix it. I guess they know you live in the USA and they take advantage of you. Never deal with these people! They are very rude!
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THIS IS THE WORST AIRLINE EVER!!! We are all serious. I am typing this from Guadalajara, our plane was supposed to board at 5:35 PM and now it is 8:15. We still don't know what time we are leaving. They are saying it is going to be at 8:50 but nobody knows, they keep changing it. All of this is affecting the 180 passengers. There is a lot of kids that need to eat and drink, and some parents don't have the money to buy food/drinks. The reason they are telling us is that it is bad weather, BUT all the other flights departed perfectly fine except ours, VivaAerobus Flight 2726 from Guadalajara to Tijuana. They called the Federal Police and they could not help either. Everybody is asking for half their money back but what they gave us as an apology is Coca-Cola and chips. Some of the customers have family members with diabetes and they don't have their medicine, and some people need to get another flight in Tijuana. People are writing letters to send to the company with signature, flight number, and evidence like pictures of everyone's tickets together. EDIT: Finally got off the plane, everyone's luggage is wet. Do not use this airline.
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LAURA L : 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. Never, ever put medicines or valuables in checked baggage on any plane any airline. They all tell you nit to do this.
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Im waiting again at the Mexico city airport from Cancun airport. Why? Vivaaerobus is delayed yet again. Without explanation or valid reason. Not even a simple sorry. This is the second time they are delayed during this trip. I dont think they're on par with other airlines as they have poor customer service and they cant seem to guarantee their flights will leave on time. When I made a complaint, asking why their flights seem to be always delayed, the service desk girl named Vianey just laughed at my face. Really sad.
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Be aware of luggage cost, if you did not pay for check in luggage while making your reservation expect to pay more than you pay for your tickets. Their customer service is horrible. We did not notice that we did not pay for luggage and pay for 2 pieces under 25 lbs $110 , we were told to buy the check in luggage in internet which we did and they still charged us another $100 , I was furious, I can show them the charge in my credit card but did not have the email confirmation, they sent me to customer assistance but they will not decide in less than 5 hrs but my flight was living in 1.5hr I will not fly them EVER again. They are also canceling tickets you buy way in advance if you paid little for those tickets if they are filling up and can sell tickets for much more. They cancel YOUR ticket not the flight, and it takes a long time to get your money by then your new ticket will cost you much much more! Just BEWARE of VIVA AEROBUS tacticts.
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Do not use this airline. They charged my credit card five times for a single itinerary. Opened a dispute with the credit card company, and Viva refused to refund the redundant charges. Viva's customer service line either routes you to a dead-end, drops calls, or sends you in a circle back to the package tour operator. Now I'm stuck trying to get help from the credit card company, FTC, BBB, or whomever can help me.
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DONT FLY VIVA: My husband and I boarded a flight with VivaAerobus from Cancun to Guadalajara on Feb. 21, 2016. First disappointment was no snacks or lunch provided as with other airlines. No tea available and other items are of customer cost. I unfortunately left my prescription Gucci eyeglasses in one of the front pouches. We immediately reported this to the Viva airport staff but of course the plane had already rerouted back to Cancun. All that was necessary was a call to the flight attendants to retrieve the glasses and securely keep them at the Cancun airport for us. We tried emailing and calling over the course of the week in both cities. We received little or any support for an $800 pair of eyeglasses. But sadly in Mexico you are told what you want to hear....that they will definitely investigate and be in contact with us with any information. This did not materialize at all and it was a hard lesson to learn. Absolutely no compassion or concern was displayed. The outcome would have been handled professionally in Canada or USA. We won't be travelling with this flight company ever again.
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This is the worst airline I have aver used, not organized at all, rude employees, two people on the checking. My flight was supposed to leave at 10:00 pm but not we left almost at 1:00 am. They sale food inside the plane, the sandwiches are horrible. Airplanes are nasty and old. Also, they overbook. I know it was the cheapest airline to fly on December but I think this is too much. I do not recommend this airline at all.
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Worst airline in the world. Can you imagine any airline changing their schedule at the last minute to leave 2 hours early, stranding me in Puerto Vallarta with no way to get to my son's wedding. No message was sent to me, and I went online earlier in the day to verify my flight time etc. It is almost unbelievable, except that it just happened. Complete disregard for anyone. I am so disgusted with them and the fact that an airline could be allowed to do this, I'm leaving mexico and will never return. This after coming here for 40 years. It sums up to me the total disregard for human experience that has become Mexico. I can't even express how * I am .
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Dear sir, I come by this request cancellation of my ticket reference: RLHSTZ the name of Patrick and THÉVENET DOUDEAU wife Christine DOUDEAU November 28, 2015 at 17:10 pm: CANCUN / MEXICO totaling MX$ 3625,22 I cancel my trip for medical reasons. Pending read you very soon for reimbursement of airline taxes. Best regards. Mr and Mrs DOUDEAU
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They are horrible. Change flight times drastically. Cancel flights and make it impossible to get a refund. They cancel flights and don't let you know. You can't get through on their customer service line (over an hour wait). You can't understand them when you do finally get through. Their emails to you are in spanish so you need to find an interpreter to tell you what they said. We have used them before without any problems, but this past year has been awful. I won't use them again and I certainly wouldn't recommend them to anyone.
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Worst customer service, attendants, no air conditioner. Torned seats with mold on them. No drinks or food for purchase was offered. It was delayed and they kept us inside the plane with door open for over an hour. Stolen belongings.
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I literally have the same problem every one else is having. My luggage was lost and it has been 2 days they said they would call me because it was left "on the plane". We called them and they gave us a number to call to "get more information" and the number is out of service. I would have had no problems with vivaaerobus if it weren't for my luggage being missing. And we weren't the only one on the flight from cancun to Houston to loose luggage. There was a lady with 2 other kids that said the she lost her luggage going to cancun and on her way back. Talk about poor service.
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