Question 1

How can I contact VivaAerobus customer service?

Accepted Answer

You can reach VivaAerobus customer service through several channels. For calls from Mexico, dial +52 81 8215 0150. If you are calling from the United States, use the toll-free number +1 866 359 8482. For customers in Colombia, the number is +57 800 5189402, and from Costa Rica, you can call +506 800 011 1272. Additionally, you can contact them via WhatsApp at +52 1 55 4357 8482 or send an email to atencion.clientes@vivaaerobus.com. Phone lines are generally available 24/7.

Question 2

What is VivaAerobus's flight cancellation policy?

Accepted Answer

VivaAerobus offers a full refund if you cancel your flight within 24 hours of purchase, provided the scheduled departure is at least seven days away. After this 24-hour window, tickets are generally non-refundable, though you may be eligible for a refund of the Airport Use Tax (TUA) up to 30 natural days after a flight you did not take. All cancellations must be requested at least four hours before the scheduled departure time. Please note that Zero Fare reservations are typically not eligible for cancellation.

Question 3

How can I change my VivaAerobus flight or passenger details?

Accepted Answer

You can change your flight's date, time, or route online via the 'My Booking' section on the VivaAerobus website or through their call center. These changes are subject to a fee and any applicable fare difference. Minor corrections to a passenger's name (up to three characters) or date of birth are allowed once per booking without an additional cost. For full passenger name changes, these can be made up to two hours before departure, also subject to a fee. Changes are not possible once web check-in has been completed.

Question 4

What is VivaAerobus's baggage policy?

Accepted Answer

VivaAerobus's baggage policy varies depending on the fare type purchased. For instance, the Zero Fare typically includes one personal item that fits under the seat. For specific details regarding your allowance, it is recommended to check the official website or review your booking details. If your baggage is delayed, damaged, or lost, you can file a report through their baggage tracking system or by emailing asistenciaequipajes@vivaaerobus.com, preferably before leaving the airport.

Question 5

Does VivaAerobus offer special assistance for passengers with disabilities or reduced mobility?

Accepted Answer

Yes, VivaAerobus provides free wheelchair service and mobility assistance at all airports it serves to ensure a smooth travel experience for passengers with disabilities or reduced mobility. You can request this assistance during the booking process by selecting the appropriate option or by contacting customer service at +52 (81) 82 15 0150. It is highly recommended to request special assistance at the time of booking or at least 72 hours before your flight's departure to ensure availability. Passengers are also welcome to travel with their own manual or electric wheelchairs, which will be transported as checked baggage at no additional cost.

Question 6

How can I check my VivaAerobus flight status?

Accepted Answer

You can easily check the status of your VivaAerobus flight through multiple channels. Visit the 'Flight Status' section on the official VivaAerobus website, use the Viva app, check airport monitors, or contact their Customer Service Center for real-time updates.

Question 7

What is the Doters loyalty program?

Accepted Answer

Doters is VivaAerobus's free loyalty and rewards program designed to enhance the travel experience for its customers. Members earn Doters Points when purchasing flights and additional services, which can then be redeemed for new flights, extra services like additional luggage or VIP seat selection, and even to cover airport fees (TUA). Registration for the Doters program is free and can be completed on the VivaAerobus website, through the Viva App, or directly on the Doters website.

Question 8

What happens if my VivaAerobus flight is delayed or canceled by the airline?

Accepted Answer

If your VivaAerobus flight is delayed or canceled due to reasons attributable to the airline, you will receive notifications via email or SMS. In cases of flight cancellation or delays exceeding four hours that require an overnight stay, lodging may be provided. Depending on the circumstances, such as a delay over four hours, medical reasons preventing travel, or a reduction in group size, a flight voucher valid for 180 days for future travel may be issued.

Question 9

How do I make a group reservation with VivaAerobus?

Accepted Answer

For group reservations, typically involving 10 or more passengers, you can contact the Viva Groups department. They can be reached by phone at +52 81 8215 0523 or via WhatsApp at +52 81 2400 7081. You can also send an email to vivagrupos@vivaaerobus.com. The operating hours for group reservations are Monday to Sunday from 9:00 a.m. to 7:00 p.m. It's important to note that group reservations generally cannot be canceled or refunded.

Question 10

What is the refund policy for the Airport Use Tax (TUA)?

Accepted Answer

If you cancel a reservation more than 24 hours after purchase, you may still be eligible for a refund of the Airport Use Tax (TUA) if it was included in your original booking. You can request a refund for the TUA up to 30 natural days after a flight you did not take.

Question 11

How can I call VivaAerobus customer service from another country?

Accepted Answer

If you need to call VivaAerobus from another country, you can use a service like CallTuv to place the call from your browser without a SIM, subscriptions, or hidden fees.

Phone Line	Phone
Customer Service
From Colombia	+57 8005189402 Call now 24/7
From Costa Rica	+506 800 011 1272 Call now 24/7
From Mexico	+52 81 8215 0150 Call now 24/7
Lost baggage	+52 81 8215 0196 Call now 24/7 +52 81 8215 0520 Call now 24/7
Viva Insurance	+52 55 5169 3753 Call now 24/7
WhatsApp	5215543578482 Call now 24/7
Group Reservations
Phone	+52 81 8215 0523 Call now Monday to Sunday from 9:00 a.m. to 7:00 p.m.
WhatsApp	+52 81 2400 7081 Call now Monday to Sunday from 9:00 a.m. to 7:00 p.m.
Insurance
Disruption Guarantee	+52 800 649 0714 Call now
Travel Insurance / Unexpected Event Protection	+52 55 9302 9670 Call now
Legal
Privacy Inquiries	+52 55 5955 5526 Call now
Media
Advertising Inquiries	+52 55 2434 1226 Call now
Toll-Free Number
From the USA	+1 866 359 8482 Call now

VivaAerobus Customer Service Number, Support Phone & Contact Info

About VivaAerobus & Customer Service

VivaAerobus's Customer Service Phone Numbers

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