VivaAerobus Monterrey

If I could give 0 stars I would. Please beware of this airline and shop with extreme caution. Miscommunication at its finest. I was thrown back and fourth for two days due to missing a flight as I was in an accident on the way to my flight on 10/17. After emailing [email protected] m on 101/7 I was notified that I would need to respond with a "document with current health status of apssenger, it much include the hospital name, sign of the doctor." I was prompted to give this information after already giving a police report and officer badge numbers. When providing the documented requested above it was initially received and understood and the representative began processing my changed flight. However according to said rep the system froze and prompted me to call back in 30 minutes. When I called back and spoke with Grace I was informed that there was nothing that could be done at this time because I would like a medical certificate stating I would fly. The email per atencion.calientes never stated a medical certificate. This resulted in me missing the flight all in all with No sort of help or compassion or alternative offered. Instead I was lied to several times and talked over while on the phone on several occasions. DO NOT BOOK WITH THIS COMPANY!

Gringos beware. If you look like a non-mexican national you will likely be targeted by staff for a baggage overage. I paid for extra hand luggage but was charged for "overage" even though I was under the weight limit and paid for the extra hand luggage. Many people ahead and in front of me had bigger carry on bags than I did. This is actually the second time on this airline this has happened.

We are traveling from Dallas to Mexico DF. Our plane after take off had some mechanical issues 😥 we had to return to DFW. They had us come back the next day for another flight. (Let’s just add we’re in a hurry because we are traveling to meet our loved one who passed away and we’re taking to bury in Mexico-they’re traveling by car). As we were leaving for the night and picking up our checked bags, they lost OUR BAG! We found one similar but not ours, maybe other passenger took it. What did they do? Nothing! They could not call the passenger! Next we took a flight from dfw to Monterrey. They had us get a connection flight from Monterrey to Mexico DF. We left dfw lateeeee! Arrived late! And missed our connection flight even though it had not taken off! Everyone with the same plans were told something different. We had to take a later flight to Mexico DF. Throughout the trip we’ve been asking for our luggage. No one knows or keep us jumping to the next flight. Currently still waiting. First time flying and last. Oh let’s add how one gentlemen told my mom what’s she doing here she could be at home sleeping. She almost started crying just explaining her brother passed away and she’s trying to get him home. We have more to say but I think that’s enough for now. Still have another flight to take.

Please DO YOURSELF A HUGE. I mean HUGE favor, pay attention to the prior reviews as well as my own, DO NOT make the same mistake I made and read the bad reviews taking some of the good reviews into consideration and still deciding to fly with this airline. DO NOT FLY WITH VivaAerobus. You might just regret it. Now that I have given you fair warning and a reasonable disclaimer, here is my story. Like many other reviews, it will reflect a very distinctive patterns 1. The price was very affordable 2. This was my 1st time flying this airline 3. They have nice modern new planes 4. They will give you the RUN around when it comes to a refund especially during this COVID-19 pandemic. In January 2020, I decided to finally treat myself and finally get my bone graft and my dental implant from a prior extraction but my new dental office was in Cancun so I purchase two round trip tickets to go to Cancun with family from March 23, 2020 through March 28, 2020. Both tickets total amount was around $732.16 which in all honesty was cheap and affordable. Normally, this is the price for 1 ticket but you get what you pay for. During early March 2020, the whole COVID-19, pandemic was in full swing and by the time March 16, 2020 came around, our government made the call of having each individual state make decisions on closing down non-essential businesses. On top of this, there was a strict travel advisory concerning certain countries. I watched the news night and day trying to figure out if I should go because I also knew my bone graft procedure required a 5 to 6 month healing timeframe. I called my dental office in Cancun several times inquiring if there was any news from their administrators, I also watched news pertaining to Cancun, read news articles from Cancun and read numerous travel advisories from the US Dept of State concerning Cancun / Mexico. I was told that everything was a go by my dentist. I also kept calling my dental office, my hotel and finally VivaAerobus 1 week prior to departure to inquired what would occur if I should cancel due to the pandemic or if there had been any changes due to the pandemic that I need to be aware of. My dental office told me I could re-schedule for another date and that there were no changes to my current appointment due to the pandemic. My hotel told me I would get a refund at anytime even if I cancelled or they can re-book me for a future date and they had no changes to report due to the pandemic. But Vivaaerobus customer service agents told me that my flight on March 23, 2020 had not been cancelled nor do they see of any future changes or cancellations for both my inbound or outbound flights. All 3 Vivaaerobus CSR agents who I spoke to prior to my departure on 3 different occasions each said the same thing including that “I would lose both of my airline fares for myself and my family member and that I would not get a refund because it was a non refundable ticket. I explained to them that I did not want to get “stuck” in another country of course even if it’s Mexico but I was advised by these 3 CSR agents, that if my flight becomes delayed or cancelled, I could log onto the Vivaaerobus App and the updates would be there or that I could call the 1-800 number for Vivaaerobus and reach a CSR agent for further assistance if that occurred. Long story short, we were left “stranded in Cancun” with NO prior notification from this airline. We tried every method to contact them from the 1-800 number, emails, chat/ inquiry and this airline gave us ABSOLUTELY NO RESPONSE. We had to purchase 2 tickets from another more reliable airline to return home. VivaAerobus gave us the run around with refunding our entire amount for our inbound flight ✈️ and refunded our money through a wire transfer instead of putting the money back on our credit card. Than, they charged us a $15 wire transfer fee. Again, I WILL NOT FLY THIS AIRLINE AGAIN!!!!!It was the most horrible experience of airline travel I have had in my whole entire life🤕.You have been WARNED my fellow Google travelers.

Cheap, but have to be very careful about the boarding time, they charge a very big fee if you are even a minute late and take a ver long time to make the check in, so I recommend if you use them, get the vip to be the first to be in the plane!