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Passenger Protection

At Viva we will always do our best to make your experience with us an unforgettable one, even if unforeseen events arise. If this happens, we will always be with you to minimize any inconvenience.

Unscheduled changes

There are two types of unscheduled changes:

Uncontrollable events

They refer to all those situations that are beyond the reach or control of the airline, such as adverse weather conditions, natural disasters that do not allow safe operation, instructions issued by air traffic control, airport operational situations (closings for maintenance, blockages on runways or platforms), medical emergencies, impact with fauna, work interruption of essential service providers, security threats, civil demonstrations that prevent access to the airport terminal or at the instruction of any authority responsible for airport security, among others, as well as the operational repercussions derived from the aforementioned.

Controllable events

Are those events where the airline is responsible and has under its control, mostly for operational and / or commercial reasons. This could be due to delay in the release of an aircraft from its routine scheduled maintenance, flight preparation activities (baggage or fuel loading), late cleaning of the aircraft interior, delay in catering supply, intermittent or non-availability of the systems of airline information, planning, or availability of personnel for flight care, among others.

In both cases, it is important that you consider that the compensation or protections offered will be determined in accordance with the provisions of the Civil Aviation Law and the airline's current Compensation Policy.

Delayed, detoured, or canceled flights

We always seek to take you safely and on time to your destination. However, on some occasions there are situations beyond our control or that we cannot anticipate and this may cause some flights to be delayed, detoured or canceled.

If this happens, we will keep your informed.

  • At the moment we have information regarding any change in the status of your flight, we will notify you. We will update your flight information and you will be able to consult it on our flight status monitor, on the information screens at the airport (those that are under our control) or through our Call Center. We will also inform and update you every 30 minutes through voices in the check-in area, boarding gates and on board the plane if applicable.
  • To ensure that you are informed, if your flight undergoes a change of 60 minutes or more, we will send you an SMS or an email with all the details as soon as we have them available. For that reason, it is important that the mobile phone number and / or email address you provided for your reservation is complete and valid. We recommend checking your email (including the spam folder) or mobile phone to verify if you have received any notification regarding the status of your flight.
  • If you booked your trip through a travel agency, the notification of changes in your itinerary will be sent to the email address registered by the agency. We suggest you update the contact information in your reservation with Viva Aerobus after making the purchase, so you can receive updated information in your email and / or phone.

For US Passenger Mobile Notification Service:

  • You can cancel the SMS service at anytime. Just text ‘STOP’ to 55364. After you send the SMS message ‘STOP’ to us, we will send you an SMS message to confirm that you have been unsubscribed. After this, you will no longer receive SMS messages from us.
  • If at any time you forget what keywords are supported, just text ‘HELP’ to 55364. After you send the SMS message ‘HELP’ to us, we will respond with instructions on how to use our service as well as how to unsubscribe.
  • Participating carriers: AT&T, Boost Mobile, T-Mobile, Metro PCS, Verizon Wireless, Spring, U.S. Cellular, nTelos, Cricket, Virgin.
  • As always, message and data rates may apply for any message sent to you from us and to us from you. You will receive 1 message per user request. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.

For more information, please see our Terms and Conditions, as well as our Privacy Notice.

How will we compensate you?

Depending on the situation and the circumstances that arise during the day of your flight, some delays may be longer than others and if these were controllable by the airline, compensation and protection will depend on the time of the delay of your flight.

  • In case the delay is more than one hour but less than two hours, we will give you an electronic certificate with a value of 75 MXN (3 USD) that you can use through our website the next time you fly with Viva.
  • If the delay time is two hours but less than three hours, we will give you an electronic certificate with an equivalent value of 8% of what you paid for fares, taxes and seats on your delayed flight.
  • For delays between three hours and less than four hours, you can choose between:
    • Receive an electronic certificate with an equivalent value of 8% of what you paid for the fare, taxes and seats of your delayed flight.
    • Receive food and beverages or a coupon redeemable for these in any of the shops with which Viva has an agreement within the airport or in its surroundings.
  • If your flight delay is more than 4 hours or it is canceled, you can choose one of the following options:
    • If you decide to take the delayed flight, you will be given food and beverages or a coupon redeemable for these in one of the shops with which Viva has an agreement within or near the airport.
    • Take the first Viva Aerobus flight with available seats or if there is no availability soon, fly on some other commercial flight according to the airline's possibilities, plus an electronic certificate compensation equivalent to 25% of what you paid for the fare, taxes and seats of your delayed flight. If due to the delay you had to stay overnight, you will be offered accommodation, food and beverages according to the length of stay, and transportation to and from the airport, or if you are in your city of origin, we will transport you to and from your home.
    • Change your flight to a date of your convenience within the following 30 calendar days from your original date of flight to the same destination, plus an electronic certificate compensation equivalent to 25% of what you paid for fare, taxes and seats of your delayed flight.
    • Request the refund of your flight ticket or the proportion corresponding to the unused flight, plus an electronic certificate compensation equivalent to 25% of what you paid for the fare, taxes and seats of your delayed flight.

Detours

Occasionally, there may be unforeseen situations such as adverse weather conditions, medical emergencies, or technical problems that cause a flight to be detoured to an alternate airport. In the event that this occurs, the flight crew will inform all passengers of the reason for the detour and the airport where they will land. Also, the airline will do everything in its power to ensure your comfort and well-being.

Denial of oversold boarding

If during the boarding process were presented a number of passengers with confirmed reservations greater than the availability of aircraft seats, Viva Aerobus will look for volunteer passengers willing to modify their itinerary, who will be offered the following:

  1. Take the first Viva Aerobus flight with available seats or if there is no availability soon, fly on some other commercial flight according to the airline's possibilities, plus an electronic certificate compensation equivalent to 25% of what you paid for the fare, taxes and seats for the flight where the boarding had been denied. If the new flight is the same day as the original flight, you will be given food and drinks or a coupon redeemable for these in one of the shops with which Viva has an agreement within or near the airport. If as a result of the change, you had to stay overnight, you will be offered accommodation, food and beverages according to the length of stay, and transportation to and from the airport, or if you are in your city of origin, we will transport you to and from your home.
  2. Change your flight to a date of your convenience within the following 30 calendar days from your original flight date to your same destination, plus an electronic certificate compensation not less than 25% of what you paid for fare, taxes and seats for the flight where boarding was denied.
  3. Request the refund of your flight ticket or the proportion corresponding to the unused flight, plus an electronic certificate compensation not less than 25% of what you paid for fare, taxes and seats for the flight where the boarding would have been denied.

Even if a passenger has already boarded, they may volunteer to change their itinerary and give up their seat.

Boarding priority if there are not enough volunteers

In the unlikely situation where there are not enough volunteers, the airline may deny boarding by offering the compensation described above and boarding priority will be given to:

  • Unaccompanied minors
  • People with a disability
  • Older adults
  • Pregnant women
  • Passengers traveling with family
  • Passengers with prior boarding denied for the same reasons, unless it is necessary for security reasons

Delayed, lost, or damaged baggage

At Viva Aerobus we do our best to always deliver your baggage on time and as you checked it in, however, we recognize that this may not always be the case. In the event that this occurs, we assure you that we will take action to solve the situation as soon as possible. Here you will find a summary of our baggage policies, which you can also find in our Terms and Conditions.

Delayed or lost baggage

Every year we successfully transport baggage for thousands of passengers, however, we know that on some occasions unforeseen events can occur and, in these circumstances, we will do our best to solve them as soon as possible.

What will we do if this happens?

When you report to us or when we know that your suitcase did not arrive with you at your destination, we will fill out a Baggage Irregularity Report and enter your information in our baggage tracking system. Once we locate your suitcase, we will contact you and schedule its delivery.

How can you report it?

If you do not locate your suitcase upon arrival at your destination, please report it to our airport staff before leaving, or if you have already left the airport, send us an email to asistenciaequipajes@vivaaerobus.com or call us at 81 82 150 196.

What should your report include?

  • Your name and contact information.
  • Your reservation code, travel date, route and flight number.
  • A brief explanation of the incident.
  • A detailed description of your suitcase (color, brand, size, among others).

Damaged luggage

If you consider that we damage your baggage during its handling, we will ask you to report it to our staff upon arrival at the destination airport, or if you notice it after leaving the airport, we recommend you to return with your damaged baggage with the labels still attached to carry out your report. In this way, we will proceed with the damage assessment.

If it is determined that your suitcase was damaged during our care, we will repair it, replace it or if you prefer, we will compensate you with an electronic certificate that you can use to purchase a flight with Viva.

How else can you report it?

If you find any damage to your suitcase upon arrival at your destination and you have already left the airport, send us an email to asistenciaequipajes@vivaaerobus.com or call us at 81 82 150 196.

What should your report include?

  • Your name and contact information.
  • Your reservation code, travel date, route and flight number.
  • A brief explanation of the incident.
  • Photographs of the suitcase with its baggage tags attached, evidencing the damage.

Did you forget something on board the plane?

If you forgot something on board, report it to our staff at the airport upon arrival so that we can check our aircraft as soon as possible, or contact our Baggage Assistance department at +52 81 82 150 196 from the USA. Please, consider that, although we will do everything in our power to help you get back your belongings, Viva Aerobus cannot be held responsible for these.

Baggage liability

Viva Aerobus will not be responsible for any pre-existing damage or damage that may occur to the baggage or its accessories such as wheels, handles or closures such as cuts, dents or scratches resulting from wear and tear due to improper or excessive use, packaging or content, manufacturing defects or luggage quality.

Nor will we assume any responsibility for damages caused by security inspections carried out by airport and / or federal authorities. If you think that the damage to your suitcase could have happened as a result of an inspection made by one of these authorities, we suggest you to contact them.

Store your valuables with you

Keep important items such as money, documents, jewelry, medical prescriptions, fragile or electronic items with you when traveling. Viva Aerobus does not allow you to carry these types of items in your checked baggage, therefore we will not be responsible in case of loss or damage.

Contact, monitoring, and resolution of baggage claims

If you have any questions or want to know the status of your baggage claim, contact our Baggage Assistance Department at +52 81 82 150 520 or +52 81 82 150 196 or send us an email to asistenciaequipajes@vivaaerobus.com.

Or if you prefer, contact our Call Center and request a transferred call.

Once we receive your report for delay, loss or damage of your baggage, we will send you a confirmation email with your case number for follow-up. All reports and requests for information are answered as quickly as possible, however the attention of some reports may require more time and effort. Normally, we will solve your situation within the first 30 calendar days or as soon as possible.

In the event that there is any discrepancy in the information contained on this page in relation to the information in our Terms and Conditions, the latter will prevail.

Flights from the United States or Canada

Although we believe that all our passengers, both national and international, enjoy the service experience of Viva, international operations require additional information. Likewise, it is necessary that our passenger compensation and protection policies are aligned with the applicable regulations of each country where we operate.

That is why we want to be completely transparent and to clearly and understandably explain you our policies and procedures to ensure that your trip is comfortable and meets your expectations.

Click here to learn about our Service Commitment (Spanish) and our Contingency Plan for Extended Delays on the Track for the United States and Canada (Spanish).

All you need to fly

Monterrey International Airport. Terminal C, Miguel Aleman highway Km 24, Apodaca, NL, Mexico, C.P. 66600
Call Center
Mexico (Toll free) 81 82 150 150
United States +1 866 FLY VIVA (+1866 359 8482)

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Monterrey International Airport. Terminal C, Miguel Aleman highway Km 24, Apodaca, NL, Mexico, C.P. 66600
Call Center
Mexico (Toll free) 81 82 150 150
United States +1 866 FLY VIVA (+1866 359 8482)