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Viva Aerobus

4,758 reviews
Headquarters: Monterrey Intl Airport, Carretera Miguel Alem�n Km. 24, Apodaca, Nuevo Le�n, Mexico, Apodaca Mexico 66600
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Headquarters: Monterrey Intl Airport, Carretera Miguel Alem�n Km. 24, Apodaca, Nuevo Le�n, Mexico, Apodaca Mexico 66600
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4758Reviews
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Marcial C wrote a review Feb 2024
Inglewood, California3 contributions
Mexico City - Los Angeles
USA
Canceled flight from cdmx - lax , never notified us . We called they offered us a flight cdmx - tijuana (which was 2 hours delayed ) . DO NOT BOOK WITH THIS AIRLINE.
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Date of travel: February 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Alfredo A wrote a review Feb 2024
1 contribution
Mexico City - Chicago
USA
Terrible with the baby's package they charge you and the end they try to still your money. I not recommend to by the baby's package.
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Date of travel: February 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Sherpa31784699622 wrote a review Feb 2024
2 contributions
Havana - Cancun
International
One of the worst experiences we have ever had. They cancelled our flight in Havana months in advance and the failed to send us any notification. We were trapped in the city for a whole day trying to get to the next flight. After many emails back and forward they completely ignored our claims to get any compensation for the hotel night and the transport we had TO PAY OURSELVES. Horrible! Don’t choose this airline!
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Date of travel: October 2023
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Bernardo C wrote a review Feb 2024
1 contribution
Mexico City - Los Angeles
USA
Truly the worst airline experience I’ve ever had. They changed my itinerary three times, cancelled one flight, and I had to return two days late. Do not fly this airline, the money you save, you’ll end up spending on extra hotel nights and at the airport as your flight is delayed again and again.
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Date of travel: February 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Nathan N wrote a review Feb 2024
1 contribution
+1
Los Angeles - Merida
Mexico
Worst Experience ever! Should of listen to our friends on not booking with Viva Aerobus. My trip was from LAX to Merida with one lay over. Our friends told us they are more likely then not to delay our flight, cancel our flight, or overbook the flight. They told us many times not to book it. However we booked it anyways. Our trip cost us about $950 for two passengers, my wife and I had one check in luggage total. Compared with other airline at time of booking, the price was about $750 per ticket. We figured how bad can it be. We’re headed to mexico couple days early for a walkeding and if our flight is delayed a couple of hours we’ll still be there on time. Afterall, our 17 months old baby will be staying with grandma. So some alone time anywhere is as good as anywhere. Our original booking was Departing flight 2/17/2024 LAX - GDL 2350HRS - 0455HRS 2/18/2024 GDL - MID 0925HRS - 1140HRS Return flight 2/21/2024 MID - MEX 0905HRS - 1110HRS 2/21/2024 MEX - LAX 1935HRS - 2140HRS Around 2230hrs on 2/16/2024 i went online to check in. The website advised us that our flight has been cancelled and changed. Our option was to not accept the flight and to get a full refund or to accept the changs. This was the night before. What are we going to do? Ofcourse we had to accept the flight. The new flight is as follows. They changed both our departing and return flight. Updated Flight Departing flight 2/17/2024 LAX - MEX 1840-1210 2/18/2024 MEX - MED 0620-0810 Returning flight 2/21/2024 MID - MEX 0905HRS - 1110HRS 2/21/2024 MEX - LAX 0630HRS - 0835HRS Yes notice the returning flight, my connecting flight from MEX-LAX actually departed before my first flight even happened. I will get into this later. Come the day of 2/17/2024. We got to the airport “LAX, terminal 1” at 1415hrs for check in and boarding time of 1745. Upon checking in no gates was assigned, then at a later time. It was assigned to the other side of the airport, Tom Bradley Terminal. So of course we walked over there, no big deal we can use the exercises. But once we got there, our flight was now delay to about 2030hrs boarding time. With the updated change, the original plan was to land in Mexico City at 0010hrs. My friends and I booked a room at the Hilton inside the airport to rest our eyes instead of sleeping inside the domestic terminal while waiting for our layover. With the new time, we got to our hotel at about 0230hrs and got to use the room until 0400hrs before heading back for our next flight. We paid the full room price for one and a half hour of usage. We also booked a room for our return flight. Our layover on the return flight was 19 hours and 20 minutes. We figured with that layover it’ll be great, we would be able to go into Mexico City and explore around for a bit. ***Each room cost about $175 USD*** ***Note*** With the late change in flight we now have to ask grandma to watch our Daughter for an extra night last minute. Our trip was planned out months ahead. After the layover, we got to our destination on time with our second flight Hooray! Now for the returning flight. On the morning of 2/21/2024, we got to the airport around 0700hrs for our check in. When checking in, the attendant had little patient with me since I didn’t speak Spanish. We were trying to use Itranslate app to assist with our communication. We were able to come to an understanding that our second leg of the flight from MEX to LAX that was reassigned to us from the airline had has already happened and that we were only going to fly to Mexico City and that was the end of our trip and that we had to purchase new tickets if we wanted to get back to LA. What just happened?!? Did someone manually change my flight, or did their system not flag the fact that the 2nd leg of the flight happens before the first and that I can't be in two places at once. Then the attendant in Merida told me here the service desk number you can call them to figure it out or there is a help desk in Mexico City airport. My wife and I then flew to MEX knowing that we had to get to MEX or somewhere else to fly back to LA. There was no direct flight from Merida to LA. Upon arrival to Mexico city we go to the service desk, the line for the service desk was super long, seems like everyone at the service desk was having ticketing issue. Again, I was unable to communicate with the attendant at the service desk using my translating app, but this time. I called a friend. I live in LA, ofcourse I have friends that speaks Spanish. My friend was on speaker translating for me. The clerk was able to print me out my intenary and sent me on my way and circled my flight. She told us that we were good for tomorrow and shuu me away so she can help someone else. “At this point there was about 10 groups in line each group took about 10 minutes. As I was walking away, I looked at the intenary she gave me. It was intenary for the flight that has already departed this morning! If they work for the airline and can’t figure it out, how was I suppose to catch their mistake! “I’ll attached a photo” I then got my friend back on the phone, sent her photos of what's going on, explained to her what happening, and asked her to work her magic and make sure that my wife and I was to be on tomorrow flight 2/22/2024 at 0630 hrs. I then cut the line got to the front because I wasn’t going to wait an hour to tell her that she messed up and that I needed to clarify what was going on. She then understood what was going on, had no idea what to do and sent me to her supervisor counter. Upon arriving to the supervisor counter. We then again had to explain the whole situation. The supervisor then told us we were out of luck and to go and purchase new tickets and that I approved the changed ticket. To her right, I did approve the ticket but only for the departing flight, I had no authority over the return flight it was just assigned to me. The option was never presented to me. My friend and her went back and forth for a bit, asked me to show her all the documentation of my flight changes she then finally agreed to put me on tomorrow flight. After agreeing, it took her about half an hour to get our intenary printed out. What was she doing during this 30 minutes? Saying hi to all of her co-workers coming in, her co-worker brought in a baby that she went to say hi to, I believe her mom showed up to the counter and was standing next to me talking. During this time, I believe she was using whatsapp to get a clearance code to complete my transaction. After about 25 minutes of this, she made a phone call and was able to complete the process in 5 minutes totalling 30 minutes. We made it onto the plane on 2/22/2024 and flew back to LAX. I've also tried to communicate with the airline through Whatsapp. See attached screenshot. You’ll laugh. I’ve also called the service desk using the phone number provided by the clerk and the number online. No response. The customer service was terrible, if you don’t speak Spanish, or know how to voice your concern. They'll walk all over you. In all. I spent $950 + two additional nights of hotel. A forces s extened layover resulting us going out and spending additional money. I understand that was our choice but still. Above all else, we had to ask for last minute child care! All of the stress, time wasted, and not knowing if we were going to get back to the US to pick up our daughter without paying about $500 each for a one way ticket from MEX to LAX is not worth it. Spending $1500 on a pair of tickets would of been a better idea. It turn out to cost almost the same and we wouldn’t had to be so worried the whole time, calling a friend for help, nor having to look for extended child care.
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Date of travel: February 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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Nathan N wrote a tip Feb 2024
"Don't do it. "
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Gabriel L wrote a tip Feb 2024
"Do not buy their insurance. It is a full waste of money. "
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Gerry B wrote a tip Feb 2024
"Avoid altogether Total frustration, no Customer Service"
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Sherpa22567265609 wrote a tip Feb 2024
"They are terrible try to avoid them if you can"
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Fernando F wrote a tip Feb 2024
"Do not travel with them. Horrible "
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Baggage fees
Domestic Mexico
Carry-on bag: Included
1st checked bag: $12 - $21
2th checked bag: $38 - $70
3th checked bag: $38 - $70
4th checked bag: $38 - $70
Each checked bag maximum 44lb/19kg
Mexico to United States
Carry-on bag: Included
1st checked bag: $20 - $36
2th checked bag: $65 - $120
3th checked bag: $65 - $120
4th checked bag: $65 - $120
Each checked bag maximum 44lb/19kg
*Please confirm baggage fees on airline website.
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Round TripOne-wayMulti-city
Depart
Sat, 3/16
Return
Sat, 3/23
Travelers
1, Economy