We arrived at check in and even though we were in line an hour and half before our flight we were not allowed to board due to the flight being "closed". No one from the airline clerks announced the flight was closing, even though is airline policy... The clerk ,Salvador, was rude and unprofessional to an unforeseen extent. After having a bad experience with the airline clerks, There was no supervisor at the viva aerobus terminal A site and we had to travel to another terminal to speak to a superior which was very helpful but couldn't do anything to help us board our flight because of the time and all because of the jerk of a clerk! Now we have to spend extra time and money on booking another night at a hotel and having to spend the night worrying about our beloved family dogs who are alone without food all because of the viva aerobus check in clerks! Its emotionally draining having to think our pets are home alone inside without food and water all because we couldn't board the plane because of the clerks! Thanks to this our dogs are having to spend the night without food, water, and bathroom time... I wouldn't recommend flying with this airline... if you have to fly, fly with United, Delta, and/or American Airlines, they know how to treat a customer... read more

This airline is terrible and their customer service is worse. You'll have a much nicer experience walking to your destination.

Terrible customer service all around. Our flight got delayed 2 hours without notice and while waiting in the airport it got delayed another 2 hours with notice again! When I spoke to the rep at the airport he said it was the airports decision to delay it. Not to mention 10 of my family members where supposed to fly out with us at 5:55pm their flight got delayed till 9:00pm (flying to TJ) also without noticed. After arriving to the LAX there was a shuttle that tried taking the entire plane in it like are you serious, The driver kept insisting to make more room once he was told that there was no more room he then demanded people to get off (in other words he contracting himself) so because no one got off the bus he called airport cops because he stated he felt threaten. All along the airlines representative took his side and made is stay in the bus for 1 hour because she decided to not tell him anything when all along he was being rude. NOT TO MENTION THE BUS DRIVER DECIDED TO DO A DONUT ON THE BUS THAT SENT ME FLYING!!!! WORSE AIRLINE EVER.... WORSE CUSTOMER SERVICE EVER!!! read more

It's not worth the extra dollars you save. This airline treated their customers like cattle. Our flight was supposed to leave at 5:40 from Puerto Vallarta to Monterrey. The flight was postponed 4 times. From 5:40 to 6:30, then to 8:30, then to 9:30, then finally to 11:30. Now, I understand that things happen and sometimes there's delays... but everyone at the gate was asking for an answer as to why we kept getting pushed back and the KIDS they hire had no answers for us. All they could say is that a supervisor was on his way... the supervisor was never seen. It's just common sense to keep your customers in the loop. Anyway, after 6.5 hours in the airport they announce that they cancelled the flight! Told us to grab our luggage and to line up for rescheduled flight options and hotel stay... The line took an ADDITIONAL 2 hours for the flight reschedule and we had to make another line to wait for a hotel voucher... the voucher never got there! I got so frustrated and my family and I made our own reservations. We were told that if i made my own reservations we would be compensated for it. The flight got rescheduled to 7 AM. We left the airport at 1:30 AM, got back to the airport at 5am only to find out our flight was delayed to 8AM... At this point I just want to go home, We are tired and just fed up with everyone at the airline. Needless to say, the flight didn't leave till 8:40AM. This has been the worst customer service I've ever experienced.. Now Im trying to get some kind of compensation for the flight or reimbursement for the hotel reservation and they keep giving me the runaround. I WILL NEVER FLY WITH THIS AIRLINE EVER AGIAN. I don't recommend ANYONE else doing so either, its not worth the savings. read more

This airline in Absolutley terrible. Not worth the cheap price!!! They will charge you for every little thing they can. We had to pay $200 for "taxes" and to cross the border. All the unnecessary stuff they had us do (while taking their sweet time) caused us to run late to our flight. We finally got up there at 11:40 and they wouldn't let us board the plane that was set to leave at 12! So we missed our flight, and of course they didn't refund us for anything. There was no way we were going to give them any more of our money. WORST flying experience ever, will never book through them again. read more

There was a 3hr delay of my flight leaving from Cancun to Guadalajara that caused me to miss my connecting flight back to the states. The airline was rude and unhelpful. They did not offer any help in rebooking my flight or with accommodation and food since I ended up stranded at the airport. They took a "its not our problem" stance and I had to buy another ticket out of pocket full price. read more

They have the worst customer service agents and he charge you if you even like they say never again playing this year

I was apprehensive to fly this airline after reading the reviews. I just flew from Guadalajara to Hermosillo and had an excellent experience. New plane, friendly staff and we arrived on time. Your best bet is to pay a bit extra for the VIP package with generous luggage allowance and seat selection including bulkhead and emergency exit seats. It also includes them printing your boarding pass and you are first to board. The price was less with their VIP than the other discount carrier's (volaris and interjet )regular fares. I would definitely fly with them again. read more

WORST airline ever. I would give them ZERO stars if I could. This airline is very un professional handling their delayed flights. I'm currently sitting at the airport 6hrs and counting with no idea what's going on just delay after delay. No one at the information desk to answer questions or help us. I've already missed an important meeting that I was headed too. Now I'm most likely going to miss my return flight in a few hours or actually might not since it'll probably delay just like this one. read more

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. read more

Airline from Hell!!! The worst customer service ever!!! only 3 persons working at the Mexico City international airport handling in one single line all destinations...and rushing people when the plane was boarding. My family missed the plane and after everything they wanted me to pay extra $400 dlls to take the next available flight. I am happy that in the end I didn't pay but I spend 250 dlls in a hotel to wait for another 8 hrs to the next flight. We took extra time to be on time for the next flight, the flight was delayed and the airline people did not say anything at all until all the people was asking what the hell was happening. No apologies no information until alot of people was asking then only a "sorry" "but" the flight is delay for 20 to 30 minutes. It was delayed for 40 minutes!! We lost an entire day at the airport. There are better options than this!!! pay extra 20 to 40 dollars and you will not have headaches. I WILL NEVER TRAVEL WITH THEM AT ALL!!!! read more

This has to be the world's worst airline. I paid an extremely high price for last minute tickets from Tijuana to Guadalajara. We arrived 1.5 hours prior to takeoff and were told that we were too late to board the airplane. They then suggested that we pay an additional 200 pesos in order to board their next flight, which was 12 hours later! Mind you because of weather conditions, all flights, including our flight had been delayed. Our flight didn't board until two hours after we were denied! We quickly realized that many more passengers were also denied boarding, which obviously tells me that they overbook their flights, taking advantage of plenty of people along the way. A fellow passenger behind us had to pay an additional 1,000 dollars for a family of four or five to be accommodated on the next flight. I will never fly with this dishonest airline again! Viva Aerobús you are a scam! read more

If I could give this airline negative stars I would. Booked a charter flight from Baltimore to Cancun with my family of 5.Take-off time was at 7:45 am. While in line to check bags at 5:45 am, we were told the flight was delayed until 11:00 am for "crew rest." Okay, I get it. I would rather have a rested crew and be late than risk the alternative. We were given $15 food vouchers for the inconvenience. At 10:30 am we were told the flight would be delayed until 5:00 pm, still due to "crew rest." We were given more $15 food vouchers for the "inconvenience." A 9 hour delay is more than inconvenient. Thank goodness we have teenagers who were occupied with their phones and a football. My husband and I occupied ourselves at the bar. Anyway, around 5 pm we were told the crew was DRIVING from New York and would be a few more hours. Being told about the delays was the only communication we had from anyone. The staff actually disappeared for several hours so there was no one there to answer questions. When there WAS someone there to answer questions they were rude and even yelled at some folks. The plane finally took off at 7:00 pm. We were at BWI a total of 14 hours and didn't get to our resort in Mexico until after midnight. Every one of us on that plane lost an entire day of our vacation. Fast forward to our return flight. Take-off time was 4:55 pm. My family got to the airport at 2:00 pm and went through baggage check and security without issue. We had plenty of time so we shopped a bit and got something to eat. We figured boarding time would be at least 30 minutes prior to take-off, but we headed to the gate with what we thought was 15 minutes to spare. As we got close to the gate we heard the last call for boarding for our flight. We hurried onto the "bus" but discovered my husband got stopped at the gate. They patted him down and went through his carry-on. I had no idea why since we had already been through security! Once we got out to the plane we offloaded the bus onto the tarmac. We went up the steps at the back of the plane while another large group of people did the same at the front of the plane. It took forever because people who got on at the front of the plane had seats in the back and vice versa. We were climbing all over each other trying to get our seats. It was ridiculous to say the least. The service on the plane was terrible both ways. Drink service was slow and they skipped my row on both flights. I had to ask for (a warm bottle of) water, and the snacks were never offered to me or my daughter at all. Ordinarily I wouldn't really complain about something like that, but after the whole experience it was just one more thing that made me mad. If we ever return to Cancun we will NOT be flying with Viva Aerobus. read more

We had traveled to Mexico City and decided to take some days relaxing in Cancun, so we but tickets for 6 people and the card got declined, which makes us decide to go to a different place on the bus, a day later we notice that we got charge 4 times the amount of 6 round trip tickets to Cancun from vivaaerobus, I call to get it fix but has been a very painful process to get my money back, I would never try to buy tickets in this airline anymore saving a small amount of money is been no word it for the customer service of this company read more

I really didn't even want to give 1 star!! WORST AIRLINE EVER!!!! They left us stranded in Cancun Mexico. Our flight was to leave on August 19, 2017. Nobody was at the counter. They never showed up all day. Could get anyone to answer the phone that could speak English. They didn't contact us to even tell us that the flight was canceled!! We had to get another flight and pay an extra $700.00. Plus we couldn't get out until the next day so we had to get a Hotel for the night. DO NOT USE THIS AIRLINE!!!!! THEY WON'T REFUND MONEY !!!! read more

TERRIBLE TERRIBLE CHARTER!! From Port Columbus International to Cancun .. Plane was so cramped for anyone over 5'5" . NO LEG room.. SO picture a 6'3' person and 5'11" person trying to even sit... UNREAL ....Delays both in and outbound.. Computers went offline in Cancun and people waited three hours to get checked. I could go on and on.. Families with small children sitting in Exit rows.. Our FAA does not allow that! Sitting on runway with door open for two hours in 32 degrees Fahrenheit with no heat on in the plane while in Columbus... We left 4 hours late!! And not one word or anyone within the gate area to explain why.. The flight was not even on departure board and we had no clue where we needed to be.. NEVER NEVER AGAIN!! Our entire plane of passengers were just thankful we made it to Cancun . And dreaded the flight home but had hoped the return would be better.. NO!! We were actually worried about the safety of ourselves and making it home.. read more

It is such a shame to end my trip in the way it did. My boyfriend and I had such a wonderful time in Cabo, and believed we would have a smooth trip home. We believed wrong. When leaving Cabo and checking in to Viva Aerobus, our agent was clearly new and in training as she was asking million questions to her supervisor. This didn't bother us, but what did was the lack of information we were given in regards to our checked bags that we had to pick up during connection and not having our connected flight tickets. However we understand that this happens. The biggest problem came when we arrived in Mexico City for our layover and we arrive to check in 75 minutes before to drop our checked bags. They told us that it has been close and we can't go on the flight 75 MINUTES PRIOR. I travel quite often and I know that if the belt is close, we can travel with our checked bags to the gate where agents check and add to the rest of the cargo up until the GATE ACTUALLY CLOSES. Instead of the agents helping us to get on the plane, they grouped up and spoked around us to eventually say 30 minutes later that we had to take the next flight the next morning and pay $218 each.A complete disgrace and I will be sure to never book with this airline. I have advised all my family and even took it to my social media with my 200k following. I also plan to make a video on YouTube. I have been in the hospitality business for years and have a career in real estate where I travel often and never have I been treated so poorly and been misinformed. We ended up buying a new ticket with Jetblue where we were treated with respect and were taken care of. It took 10 minutes to go through security and even watched guest rush to the gate 2 mins before with their checked bags. Grateful that we know now. read more

The price is great, the airline gives you different options according to your needs BUT my flight was delayed 7 HOURS!! There was no notice, no email, nothing to notify the passengers of a 7 hour delay. When I went up to the counter to check-in, the lady said it like it was nothing, "oh and by the way your flight is delayed 7 hours so we recommend you stay in the terminal in case anything changes." Instead of getting to Guadalajara at 9:45 pm, I am going to be arriving 4-5am. Can I get my money back...? read more

This review is based on my experience with online booking only - have not actually flown yet. . The Options section of the form is set up as a default - you must opt out of each option for each passenger unless you want to add it to your bill. Failure to do so COULD EASILY DOUBLE THE COST OF YOUR FLIGHT. I had failed to eliminate one option for one passenger and incurred a charge of $37 each way for a roundtrip flight. I freely admit that this was due to my own inattention, but it was an obvious mistake: I was being charged for increasing the allowance for my checked baggage by 25kg. However, my ticket price clearly indicated that I selected and paid for a VivaLight ticket, which allows carry-on luggage only. Well then, I thought, no reputable company would charge me for services that would obviously never be delivered, so I asked for a refund. This request was flatly denied, appealed, and denied again. Apparently, somewhere in the fine print of the Terms and Conditions it states that tickets are non-refundable, including Options. Since VivaAerobus would not suffer any damages from my mistake, I can only assume that they are denying a refund for no other reason than that they can. Hopefully the actual flight will be more satisfying, read more

Do not travel with this airline. Horrible service and they do not abide by their own policies. Booked a flight for my father and I from Tijuana to Guadalajara with this airline due to attractive price. My father is handicapped and in need of wheelchair assistance so I requested wheelchair assistance while booking ticket on o line. Upon arrival at airport we were dropped off at front and I flagged down the security guys who then call the wheel chair personeel. They asked me which airline, and they said Vivaaerobus does not have their own wheel char personnel and that they have to ask the other airlines to borrow theirs; so that was a long wait. Our flight was scheduled to depart at 7:05pm, while waiting at the boarding gate; we were told the flight was delayed and our new departure time was at 10pm and at a different gate. Since they did not have their own wheelchairs and wheelchair assistance personnel, my dad had been dropped off at the original boarding gate chairs and the wheelchair guy had left, they Vivaaerobus gate person now had to get help from another airline with a wheelchair to transport my dad to the new gate. Also, according to their policy that is posted on their website; if a flight is delayed longer than 2 hours but less than 4 hours; they shall provide food and drink. We were not offered anything or given any explanation as to the delay. Very unacceptable. In conclusion; we will not be flying this airline again. You get what you pay for read more

Gave them a one star because the plane was relatively new. However, the seats do not recline and legroom is somewhat cramp. Beware of what you purchase...you get nickel and dimed to death even though I had already paid a high price for the ticket (two weeks in advance $330 round trip from TJ to Guadalajara)! I only chose this airline because my friends had already purchased their tickets. I ordered the ticket in dollars and they billed me in pesos...based on current conversion rate it did not add up = I consider it a RIPOFF! As I travel light, I only had carry on luggage. I believe I purchase a weight increase from 10 to 15 Kilos and my itinerary stated "incluido". Was I surprised on the return flight that I was 1.5 Kilos over the 10K max. They charged me an extra $485 pesos ($26dls). Fortunately I had some money left over, otherwise they would not have let me on the plane. By the way, they did not start weighing carry on luggage until 15-20 minutes before boarding so any chance of checking it in at no charge was gone. This is the first and only time I will ever fly VivaBus! Flyers be ware! read more

Traveling to Cancun from NJ round trip was confusing to say the least. Upon checking in, they gave us boarding passes with no gate numbers and told us to watch the screens for more information about 30 mins prior to the flight time (which is typically boarding time) . Boards were updated but with incorrect flight numbers that did not match our boarding passes. After sitting in the terminal for over an hour with no one in site, someone finally showed up , we asked if we were in the correct area because the numbers didnt match and we were already 30 mins past the flight time we were told that the flight "might" be delayed and they dont do any announcements or update the information boards. Also, i am aware that it is a Mexican air line but all information and announcements we presented in only Spanish, making it hard for many on the flight who didnt speak fluent spanish to understand. No, in area announcements were made as to flight times or turbulence warnings, or why we needed to circle the airport 3 times on the return trip. Sketchy airline at best. read more

From Tijuana to Guadalajara and other cities---Omg:( why in the world I even decided to fly with them. We arrive 4h early, waited in line. It was 1h before the flight they opened the check in kiosks:( they told us that the employees were not notified that they had scheduled for work. CAN YOU IMAGINE!!??? There was a huge line, people were complaining, there was only 1 guys, slow as sloth, with attitude and kinda confused about what was going on, I think he did not know that he was working there. On top of everything, the fast pass people who paid extra to go first, have gone the last, because there was no line set for this BS airline. They did not even let us check in online, since we purchased their basic fare. Well, we are approaching to our gate, and guess what the employee said. She is like "we are not sure if the plane is going to arrive!" I'm like WHAT?, she is like yea, we don't know when is your actual flight!!!! That was it after which I yelled at the guys working for them. We came toward the gate, surprise surprise- the flight was delayed for 2h. Still waiting for the plane, not even sure that I'll arrive. Don't fly with them, I heard that it's their usual thing to cancel, delay flights. read more

I use to flight with this airline for almost 2 years because of the price. However, I am really disappointed with them. they cancelled several of my flights at the last minute even when I called them to confirm if everything was fine one night before. I have to travel at 3 am to catch the flight at 7 am. Surprise they had cancel the flight and notify with an email at 3.00am in the morning. who the hell is going to check an email at 3.00am in the morning? a call would be more appreciated. in addition to this, most of the employees are disrespectful. I ended up wasting more money in my trips to pay taxis and hotels because of the cancellations. one time they promise me to take me to my final destination and give me a bus ticket from the airport to the bus station. Surprise! they didn't honor the promise, they say that they give a 50% discount only for a bus' ticket. That they arrived home with 20 pesos in my pocket because I didn't have my credit cards with me. Thanks God I was able to return safe to USA. on few words I was very upset, frustrated and disappointed. None from costumer service would help me. bottom line, they treat me like crap despite I was a costumer for many years. Well good Viva Aerobus and thanks for nothing. read more