VivaAerobus

1. I purchased and paid for a ticket for flight VB9263 Queretaro to Merida for May 14, 2025, at 2:25 pm, reservation code OE6Y6T.
2.

Viva cancelled this ticket for no reason given and with no notice and refunded the price to my account.
3. I had to re-purchase this ticket at Queretaro airport for the same flight.
4. I arrived at the gate 15 minutes before take-off with my travel partner, but Viva staff had closed the doors and refused to let us on. We were not late.
5.

We pleaded with the Viva staff member to let us on since we were not late. She refused. We asked to talk to her supervisor. It turns out that the supervisor was standing right next to her, and she also refused.
6.

Viva staff refused to refund our tickets and refused to let us on the plane. The plane itinerary will show our passenger names and that we were not on that plane. Viva staff blocked our ability to board for no reason other than that they had arbitrarily closed the door early.
7. I demand a refund of the ticket I was blocked from using by Viva staff.

It is inexplicable that they closed the door 15 minutes before take-off with 2 passengers still missing. I have never experienced such behavior from an airline staff before. They even made an announcement for us, at which time we were passing through the luggage check, but they closed the door without waiting for us to get to the gate.
8. We purchased tickets from Air Mexico and flew to Merida later that same day.

I am warning not to use Viva Aerobus from Queretaro airport because the staff there are creating a nightmare for travelers. It was bad enough that Viva had cancelled the first ticket with no notice or reason, but then Viva staff refused to allow us to use the second ticket!

This airline has won the prize for incompetence and negligence. Not only do they NOT inform their customers they need to be at the airport 2 hours PRIOR to their flight, their counter service is unhelpful, not properly trained and rude.

Additionally, these two hours are for the original flight time even though the flight was delayed 1.5 hours initially and then another 45 mins. This gross negligence caused our friend to have to miss her flight and book with Volaris in order to get home.

We were NOT offered any compensation and told ,'oh well guess you lose your money.' Yeah hard earned $. NEVER again.d

We are in a group of 11 pax traveling from Cancun , Mexico to Havana, Cuba on 3 December 2024

Aerobus could only allow booking up to 8 pax

8 pax were booked under one Booking No: UxxxxU Flight VB 312

3 pax have to be booked on Euro Airlines Booking No: 0xxxCX FLIGHT Q4 312

Euro Airlines charged much higher fare with NO check-in luggage. Euro Airlines is just a platform and their flights are co-share with Viva Aerobus.

ALL have Cuban Entry visa obtained through the Cuban Immigration On-line portal.

The Check-in counter refused our Cuban Visa and insisted that we have to pay USD 30per pax Avoid Avoida for another similar Visa from their travel agent standing by; otherwise they cannot check us in.

Upon tough questioning, the travel agent said that Aerobus asked them to sell.

( ATTACHED conversation )

Our VISA and the Aerobus "DESIGNATED" VISA were exactly the same. We used our VISA to clear the Cuban Immigration.

We seek refund of USD 330 for 11 pax from Viva Aerobus, as it was a blatant SCAM. Unfortunately, Aero Bus failed to respond.

Viva Aerobus needs to clarify and the public needs to be wary of such shady business going on in this Airline.

We have used Viva Air many times. Our return trip flight VB 164 CD Mexico - Sat 20 Feb 25 12:30 Mexico City to SAT was very disturbing.

We were harassed at the gate by the gate attendant. He first looked at our ZONE 1 ticket seats 3 B/C and stated that he had to change our seats to 30/31. I said NO. He then made us stand in the corner while checking in wheelchair passengers.

My wife was in a wheelchair and became very nervous as she had to stand. I explained to our wheelchair assistant that we were Zone 1 and that my wife was nervous. He then told the very rude attendant that we were Zone 1. Finally, he let us board.

We were so glad as we thought we were going to miss our flight. Why was this person so rude?

My flight #VB146 Reservation #DGRQTK departed on 10/24/2024 from AICM to LAX at 19:50hrs, It supposed to arrive at LAX at 22:50hrs. Plane never made it to LAX, captain told us we had to land in Mexicali because of fog reasons at LAX.

We remained in the plane at Mexicali until about 2:30am. Half of the passengers left the plane and stayed in Mexicali, the rest of us were brought BACK to AICM landing at 6:30am on 10/25/2024. Our plane was the only one that didn't land at LAX at our time of arrival, but all other flights did! I know, because I had a family member waiting for me at the airport.

I already filed a complaint to DOT and need to file my complaint with you guys as well. I am claiming compensation for the delay of 24hrs of delay, for the inconvenience and monetary loss I suffered, since I was accommodated into a flight with a layover from AICM- Guadalajara-LAX VB518 on 10/25/24 arriving at LAX 10:35pm.

Because of this situation I was also not able to work for 2 full days, problems of my back pain got worse because of 10.5 hrs straight sitting in the first plane AICM-LAX-Mexicali-AiCM (unacceptable) Please contact me as soon as possible to correct this situation. I would appreciate a prompt response.

Dear Viva Aerobus,

I would like to kindly ask for your help with a particularly difficult situation. I had to make a claim on my debit card because someone used my debit card information to buy a ticket on your website. Honestly, I have no idea how something like this could happen since I've never given my card or any data to anyone.

The transaction took place on the 30th of October and my name, Szabina Hartl, should be on the card details for the ticket purchase.

Could you, please, help me and perhaps figure out an email address, a phone number or something that might indicate who could be behind this? Of course, I can provide more information and send an ID if you need proof of my identity.

Here is the transaction reference ID: 201112****12ALB-00DACHUT0HZV.

Thank you in advance for your help!

Best regards,

Szabina Hartl

Dear Viva Aerobus Customer Service,

I hope this message finds you well. I am writing to formally request a refund or at least a 50% reimbursement for my recent flight, which I unfortunately missed due to circumstances beyond my control.

On the day of my travel, I encountered an issue with my immigration border pass, which prevented me from proceeding through the airport. Despite my best efforts to rectify the situation, the airport officials were unable to allow me to continue my journey, resulting in me being turned around and ultimately missing my flight. This was a significant inconvenience and financial loss for me. If necessary, you can reach out to the Chetumal border or airport authorities for further information regarding this situation.

They will be able to confirm the issue and provide context for what transpired. Given these circumstances, I kindly ask that you consider my request for a refund or compensation for the missed flight.

I believe that such a gesture would reflect the customer-centric values of Viva Aerobus and demonstrate your commitment to customer satisfaction.

Thank you for your attention to this matter. I look forward to your prompt response and appreciate your understanding in helping resolve this issue.

Sincerely,

Edmund Lewis