Vivaaerobus

According to the FAA, airlines are required to provide passengers with disabilities many types of assistance, including wheelchair or other guided assistance to board, deplane, or connect to another flight; seating accommodation assistance that meets passengers' disability-related needs. My father, who has been diagnosed with the onset of dementia, was not allowed to board his flight from Monterrey, Mexico, to Dallas, Texas, in January 2024. After weeks of seeking a refund and spending hours on the phone with customer service agents, we were denied a refund.

Several items were stolen from my luggage. When I arrived at LAX, I had to spend some time at Customs and Border Patrol due to my visa status. By the time I was verified, the luggage carrousel had stopped and they took my luggage somewhere. When I asked where I was referred to an office that was closed. I had to go home without my personal belongings. The next day I returned to locate my luggage, which I was able to do, luckily. However, when I checked on the items inside my luggage, I discovered that all of my earrings had been stolen along with a couple other smaller items.

Never flying with Viva Aerobus again.

My flight, 19MAR from Los Cabos to Monterrey was 55 minutes late getting to the terminal in Los Cabos. I asked the flight attendants numerous times during the flight about making our connection in Monterrey to Houston. The flight attendants repeatedly advise me that the plan would wait for us to ensure we make our connection to Houston-IAH. Once arriving in Monterrey we were directed to the Viva aerobus counter where we were told that the plane was full and the gate was closed. After waiting for over an hour for someone to tell us our options and speaking to two different supervisors, we had to take a flight to San Antonio (not Houston) the next day. I was told by both supervisors (names in the attached picture) that Viva aerobus would reimburse me for the rental car fees so I could drive 3hours from San Antonio to Houston IAH, my original final destination. Its been 2 months since I submitted reimbursement documents but still no one from your company has responded.

I was traveling with 4 other family members, 2 kids and 1 elderly adult (wheelchair assisted). We waited at the Monterrey airport from 7pm to 11:45PM (5 hrs) for flights to be rearranged and transportation to come take us to the hotel. This entire experience has been extremely stressful, tiring, inconvenient, interruption of our vacation and schedule, a disaster and terrible memory.

Booked a flight from Houston with a 2 hour layover in Guadalajara, then on to Veracruz. The cancelled my flight and rebooked. Houston to Monterey with a 10 hour layover then to Veracruz! Was originally to leave IAH at 4:30 pm and had to leave at 9:00 am! Would not refund my money or make any accommodations at all. Will never fly with them again!

Then let's talk about checking in I checked in online before I left the house to go to IAH to avoid having to stand in their mile long line they have. Got to TSA checkpoint at IAH and the online boarding pass would not work and I printed out the boarding pass and it would not work either so I had to leave TSA go back to their mile long line stand in line for over an hour to be told they don't know what the problem is. Then had to go back and stand in the 45 minute Line at TSA

Now let's talk about the gate experience. Another mile long line to board the plane and total disorganization.

Plane ride was horrible! Had to buy a drink and they would not take American Express or Discover! Nor would they take CASH!

Crap Airlines!

Do yourself a favour: DO NOT EVER FLY WITH VIVAAEROBUS! This is the WORST company I have ever flown in my whole life. I had a TERRIBLE, TERRIBLE experience with them in August last year while visiting Mexico City and trying to fly back to Puerto Vallarta. Their app is horrible and deceitful, and it caused me a big problem. I tried to pay for a carry-on bag through the app and, initially, it would not process the payment (about US$5) until it finally confirmed the payment for my carry-on. However, later on, when I arrived at my gate and was about to board the plane, they scanned my ticket and their system said my carry-on had not been paid for, even though the app showed me otherwise. Okay, it was a simple problem so I offered to pay for it again. Instead of charging me the $5 for the carry-on right there and then at the gate, just like any other NORMAL, real airline would, NO! They did not let me board the plane and said they could not receive any payments at the gate. I was dumbfounded! They FORCED me to MISS my plane because they would not let me pay $5 at the gate. I was FORCED to walk all the way back to the check-in counter in a completely different part of the airport so that I could make the payment. But guess what? They were not going to wait for me, of course not. THEY MADE ME MISS MY FLIGHT! When I got to the check-in counter, their agent said: "We do not have any other flights for today. The next flight is tomorrow, and you will have to pay for the whole ticket again!" In summary, because of their $#*!ty system and app, and their 'pre-historic' service at the gate, they did not let me pay a mere $5 for my carry-on at the gate and forced me to stay behind without offering any possible solution to the problem VIVAAEROBUS app had caused me. It was a NIGHTMARE! I had never felt so disrespected and humiliated by a company in my life before. SO DO YOURSELF A FAVOUR: FIND ANOTHER AIRLINE TO FLY TO YOUR DESTINATION! AIR MEXICO and VOLARIS are REAL MODERN AIRLINES that accept payments at the gate and can help you with any last-minute problems that may arise and do not treat you like garbage!