Viva Aerobus Customer Service: Understanding Policies for a Smooth Flight

Navigating air travel can often bring up questions, and understanding airline policies is crucial for a hassle-free journey. This guide provides a comprehensive overview of Viva Aerobus’s general policies, designed to enhance your customer service experience by equipping you with the knowledge you need before you fly. Viva Aerobus, a leading low-cost carrier, operates with specific terms and conditions to ensure efficient and affordable air travel. By familiarizing yourself with these guidelines, you can better prepare for your flight and understand your rights and responsibilities as a passenger.

Viva Aerobus General Policies: A Detailed Breakdown

To ensure clarity and address potential inquiries proactively, Viva Aerobus establishes a set of General Policies that govern their air transportation services. These policies, detailed in their Terms and Conditions, are subject to change, and passengers are advised to consult the most current version on the official Viva Aerobus website.

Introduction to Terms and Conditions

Viva Aerobus operates under a defined set of Terms and Conditions, which serve as the rulebook for their services. These terms are in place to inform passengers about the standards and procedures that govern air transportation with Viva Aerobus. The airline explicitly reserves the right to modify these Terms and Conditions as needed without prior notice. This flexibility ensures that Viva Aerobus can adapt to evolving operational requirements and legal standards. Passengers are always subject to the most recent Terms and Conditions published on the Viva Aerobus website on the date of their flight. It is important to note that the headings within the Terms and Conditions are for organizational purposes and do not independently define rights or obligations beyond what is stated in the policy details.

Key Definitions for Passengers

Understanding the terminology used in Viva Aerobus policies is essential for passengers. Here’s a breakdown of key definitions:

• Adult: Anyone 18 years or older.
• Airports: Officially recognized civilian airports equipped for commercial air travel, where Viva Aerobus operates.
• Viva Aerobus App: A mobile application for passenger registration, booking, flight reminders, and digital boarding passes.
• Personal Item: Specifically defined as a purse, small backpack, diaper bag, or laptop briefcase.
• Ticket: A confirmed booking document, either physical or electronic, containing passenger details, flight route, date, time, and fare.
• Call Center: Viva Aerobus’s customer communication hub, reachable by phone at 01 81 82150150, for customer support and inquiries.
• Booking Changes: Modifications to flight date and/or time.
• Sale Channels: Various platforms for ticket sales, including online platforms, affiliate networks, and authorized physical points of sale.
• Ticket Service Charges: Fees associated with ticket processing and system maintenance.
• Security Fee: A charge collected for airport security services, including personnel, baggage handling, and personal inspections.
• Personal Electronic Devices: Includes cell phones, media players, tablets, laptops, and similar devices using wireless connections.
• Baggage: Personal items necessary for travel, such as clothing, shoes, and toiletries.
• Checked-in Baggage: Baggage under Viva Aerobus’s custody during the flight, returned to the passenger upon presentation of a baggage claim tag.
• Carry-on Baggage: Baggage allowed onboard the aircraft, limited to one piece plus one personal item.
• Close Relative: Immediate family members, including parents, children, and spouse.
• IAMSA: Inversionistas en Autotransportes Mexicanos, S.A. de C.V., the parent company of Viva Aerobus.
• Official ID: Acceptable forms of identification, including valid passports, voter IDs, professional licenses, and government-issued IDs (specifics detailed in the original document, and further explained below). For international flights, only passports are accepted.
• Taxes: Mandatory financial charges imposed by the State.
• Infant: Children under 2 years old at the time of flight. Infants travel free of charge on Viva Aerobus.
• Indemnizaciones: Compensations as per Articles 47 Bis and 62 of the Civil Aviation Law, subject to Viva Aerobus’s Compensation Policies.
• Contusion Instruments: Items capable of causing non-penetrating injuries.
• LAG (Liquids, Aerosols, Gels): Restrictions apply to these substances, including water, soups, cosmetics, and aerosols, as per security regulations.
• Suitcase: A container for protecting baggage.
• Minor: Anyone under 18 years old.
• OTA (External Agencies): Online travel agencies selling air tickets and travel services.
• Passenger: An individual who has booked or is using Viva Aerobus services.
• Passengers with Disability and/or Reduced Mobility: Individuals requiring special assistance due to physical, sensory, intellectual, or mobility limitations.
• Boarding Pass: A document permitting access to airport waiting areas and the aircraft.
• Flex Pass: A service allowing passengers to change their flight to an earlier or later flight on the same day, subject to availability and fees.
• Baby Package: A service including stroller handling, baby seat check-in, and transport of a diaper bag, mandatory for international flights.
• Perishables: Items that can spoil or become unsafe for transport, like shrimp, meats, and cheeses, with specific transportation restrictions.
• Reimbursements: Refunds for booking payments or additional services under specific conditions.
• Booking: The transaction of purchasing flight seats.
• Additional Services: Services beyond air transportation, such as priority boarding or ground transportation.
• Website: Viva Aerobus official website: www.vivaaerobus.com.
• Rate(s): The price paid for air transportation, which varies based on conditions, availability, and additional services.
• Base Rate: The cost of air transport before taxes and additional services.
• ToditoCash: A prepaid electronic wallet for online purchases.
• TUA: Airport Use Rate.
• Viva Aerobus: Aeroenlaces Nacionales, S.A. de C.V.
• Viva Express: Priority check-in service.
• VivaTienda(s): Viva Aerobus sales and customer service points.

General Service Conditions

Viva Aerobus distinguishes itself as a low-cost airline by primarily offering point-to-point air transportation. This model means that Viva Aerobus does not handle connecting flights or baggage transfers to other airlines or transportation services. Therefore, passengers are responsible for any expenses or losses arising from missed connections, whether with Viva Aerobus, other airlines, or ground transport. It is important for passengers to consider this when booking flights that might require connections.

Flight Change Policies and Customer Support

Understanding flight change policies is a vital aspect of customer service. Viva Aerobus outlines specific procedures for service suspensions and flight changes initiated by both the airline and the passenger.

Service Suspension and Passenger Rights

Viva Aerobus retains the option to suspend or cancel flights without prior passenger notification. In such cases, their obligation is limited to adhering to legal regulations concerning flight cancellations. While inconvenient, this policy reflects the operational flexibility necessary in air travel. In case of cancellations, passengers’ rights are protected under civil aviation law, particularly regarding reimbursements and compensations.

Passenger-Initiated Flight Changes

Passengers have the flexibility to modify their bookings, including changes to passenger names, flight dates, and times. Route changes can be managed via the Viva Aerobus website, Call Center, or Viva Tiendas. It is important to note that all booking changes are subject to applicable charges, fees, and fare differences valid at the time of the change. Changes must be made at least 4 hours before the scheduled flight departure. Changes are also contingent on seat availability, date, and time options. If the new fare is lower than the original, passengers are not entitled to a refund of the difference but must still pay applicable change fees. Conversely, if the new fare is higher, passengers must pay the fare difference in addition to change fees.

Viva Aerobus Initiated Booking Changes

Viva Aerobus may alter flight schedules, including dates and times, at their discretion. Passengers are notified of such changes via email to the address provided during booking. It is crucial to ensure the accuracy of the email address provided. Viva Aerobus disclaims responsibility if change notifications are missed due to incorrect email addresses or email delivery issues. Passengers are advised to verify their flight times on the Viva Aerobus website before departure, regardless of email notifications. Minor schedule adjustments (delays under 4 hours or earlier arrivals) are not considered booking changes under policy terms. Viva Aerobus is not liable for compensation or reimbursements for delays, deviations, substitutions, or cancellations resulting from events outside their direct control, such as weather conditions, natural disasters, governmental actions, strikes, air traffic control, security issues, or force majeure events.

Reimbursements for Cancellations and Overbooking

In cases of flight cancellations, passengers are entitled to reimbursements for services acquired through official sales channels and paid for. This includes fare and potentially additional services purchased. In overbooking situations or cancellations not directly caused by force majeure, which result in denied boarding, Viva Aerobus adheres to the Civil Aviation Act regarding passenger rights and compensations.

Consequences of Unpaid Changes

If a passenger initiates a booking change (dates, routes, names, or additional services) and fails to complete payment for these changes within the stipulated timeframe and manner, the booking is subject to automatic cancellation. Passengers are responsible for ensuring timely payment to finalize booking modifications.

Payment and Invoicing Options

Viva Aerobus offers various payment methods to accommodate customer needs. Understanding these options ensures a smooth transaction process.

General Payment Conditions

Passengers can pay for bookings using any payment methods authorized by Viva Aerobus. It is critical to use the correct payment reference provided by Viva Aerobus when making payments. The airline is not responsible for booking cancellations resulting from incorrect payment references. Passengers bear the responsibility to verify payment details and ensure payments are made within specified timeframes. If a payment is not initially reflected in the Viva Aerobus system, passengers can request a payment trace. If the payment is located, Viva Aerobus may issue a Flight Certificate for the paid amount, usable for future bookings as per the Flight Certificate terms.

Credit and Debit Card Payments

Viva Aerobus accepts credit and debit card payments, which are generally considered final transactions upon confirmation. For purchases over $1,000.00 MXN, options for deferred payments at 3, 6, or 12 months without interest are available with participating credit cards from Banamex, Santander, Banorte, Ixe, Scotiabank, and American Express.

Referenced Payments in BANAMEX or OXXO Stores

Passengers can opt to pay at BANAMEX branches or OXXO convenience stores. For OXXO payments, the total booking cost must not exceed $10,000.00 MXN, and the flight must be booked at least 10 days before departure. After payment, passengers must check their reservation status in the “My Flight” section of the Viva Aerobus website. Confirmation may take between 24 to 72 hours post-payment.

Wire Transfers via BANAMEX Portal

Payments can be made via wire transfer through the BANAMEX portal, provided the flight is scheduled at least 30 calendar days from the purchase date. Passengers choosing this method should follow the provided online manual. Payment confirmation typically occurs within 24 to 72 hours.

ToditoCash Account Payments

ToditoCash, a prepaid electronic wallet, is accepted for payments. Passengers must select ToditoCash as the payment method, ensure sufficient balance, and enter their ToditoCash card number and password to complete the transaction.

Flight Certificates: Terms and Usage

Flight Certificates are occasionally issued by Viva Aerobus under specific circumstances. It is important to understand their conditions of use.

Understanding Flight Certificates

A Flight Certificate is a non-transferable code, issued only by authorized Viva Aerobus representatives, representing a monetary value for future travel. It consists of a 7-digit alphanumeric code and has specific usage conditions.

Conditions for Flight Certificate Application

Flight Certificates have no cash value, cannot be sold or transferred, and are not exchangeable for cash. They are not valid for payments at airports or onboard flights. Only the named recipient can redeem the certificate, exclusively for purchasing Viva Aerobus flights, up to the certificate’s monetary value. Certificates are valid for a defined period. The certificate holder is fully responsible for its safekeeping. Flight Certificates have no residual value; unused amounts are forfeited, and no new certificate or refund for the balance is issued. Redemption is typically processed through the Viva Aerobus Telephone Call Center and may be subject to a ticket service charge. If the certificate value is less than the new flight cost, the passenger must cover the difference using another accepted payment method or choose not to use the certificate for that booking. Requests for Flight Certificates must be made within 30 calendar days of the event prompting issuance (e.g., flight cancellation or overbooking). Certificates cannot be used for paying taxes on complimentary services or gifts from Viva Aerobus.

Check-in and Boarding Procedures

Efficient check-in and boarding processes are integral to a positive customer experience. Viva Aerobus has established guidelines for these procedures, including accommodations for passengers with disabilities.

Check-in Requirements

Passengers are required to check-in and obtain a boarding pass to proceed through airport security and board their flight. Viva Aerobus offers online check-in, mobile app check-in, and airport check-in counter options, depending on the fare type and passenger needs. Specific requirements, including check-in deadlines and necessary documentation, are detailed in subsequent sections.

Services for Passengers with Disabilities

Viva Aerobus aims to provide accessible services to Passengers with Disabilities and/or Reduced Mobility at both origin and destination airports, within the scope of available facilities. Passengers requiring stretcher or incubator transport, medical oxygen throughout the flight, or those with medical conditions that may impede flying as per WHO guidelines, or passengers whose intellectual or psychosocial conditions require assistance to follow instructions, must provide medical documentation. Passengers with disabilities are permitted to travel with guide dogs or service animals on board without additional charges, given proper certification is presented to Viva Aerobus. While prior notification of disability is not mandatory for transport, passengers requiring special services or accommodations should inform Viva Aerobus at least 48 hours before their scheduled flight to allow for arrangement and service availability verification.

Wheelchair Assistance and Policies

Passengers with disabilities or reduced mobility can transport their personal wheelchairs and mobility devices as carry-on baggage at no extra cost. Advance notification is appreciated. Additional wheelchairs can be checked in as part of the standard baggage allowance. Wheelchairs with wet-cell batteries are subject to regulations for hazardous materials. Where airport infrastructure permits, passengers may use their manual wheelchairs to the aircraft gate, after which it will be checked and transported in the cargo hold. Upon arrival, the wheelchair will be returned at the aircraft door, if feasible. Electric wheelchairs with non-spillable batteries are permitted, provided passengers ensure they cannot be accidentally activated during flight and can provide written instructions for battery disconnection if needed. Viva Aerobus staff are not obligated to provide personal assistance such as to/from bathrooms, eating, or personal hygiene.

Service and Support Animals

Passengers requiring emotional or psychiatric support animals, as prescribed by a mental health professional, may bring them onboard without extra charge. Support animals are limited to dogs or cats, must weigh under 12 kg, and must be leashed, harnessed, and muzzled, with identification tags. Failure to meet these requirements may result in the animal being transported as a pet in cargo with applicable fees. Passengers must provide documentation verifying the need for a support animal, including animal identification from a sanitary authority or reputable agency, and a physician’s letter. For operational security, Viva Aerobus limits the number of support animals to three per flight.

Oxygen and Breathing Assistance

Viva Aerobus permits the carriage of up to three medical oxygen tanks per flight, each with a maximum 5 kg gross weight, complying with CFR 49, section 178.273 standards and displaying UN registration approved by the DOT. Only one tank is allowed per passenger with a breathing disability. Approved “oxygen portable concentrator” devices certified for aviation use by the Radio Technical Commission for Aeronautics (RTCA) are allowed. Passengers must ensure they have sufficient battery power for the flight duration. A list of approved models is available via a provided FAA link in the original document.

Medical Syringes and Medication

Passengers are allowed to carry a couple of syringes with needles and necessary medication in checked baggage. Larger quantities require a physician’s prescription. Passengers with conditions like diabetes or allergies needing syringes and medication onboard must present a valid medical prescription from a certified physician during check-in or security screenings. Passengers are responsible for having these documents readily available to avoid delays or denied boarding.

Policies Regarding Infectious Diseases and Allergies

Viva Aerobus has specific policies concerning passengers with infectious diseases and allergies to ensure passenger health and safety.

Severe and Minor Infectious Diseases

Passengers with severe infectious conditions such as active respiratory diseases or tuberculosis are not permitted to fly under any circumstances. For minor infectious diseases like rubella, measles, or chickenpox, passengers may be allowed to fly if at least 7 days have passed since the last rash appeared, supported by a medical certificate. A medical certificate confirming fitness to fly and prior notification to Viva Aerobus counters are also required in these cases.

Allergy Considerations

Viva Aerobus offers onboard sales that include products like peanuts, chocolate, and dairy. Passengers with allergies are responsible for checking product contents. Viva Aerobus is not liable for allergic reactions resulting from onboard consumption of these products. Passengers with severe allergies should take necessary precautions and may consider carrying their own food to avoid potential allergens.

Policies for Pregnant Women

Viva Aerobus prioritizes the safety of pregnant passengers and has specific guidelines based on gestational stage.

Travel Guidelines for Pregnant Passengers

Viva Aerobus advises pregnant women to consult their doctor before air travel and to inform Viva Aerobus staff during booking or check-in. Women up to 27 weeks of gestation can travel without a medical certificate. Between 28 and 36 weeks for single pregnancies, or 28 and 32 weeks for multiple pregnancies, a medical certificate issued within 10 days of travel is required. This certificate must confirm gestational weeks and physician authorization for air travel. Travel is not permitted after 36 weeks for single pregnancies or 32 weeks for multiple pregnancies. Passengers are obligated to notify Viva Aerobus of pregnancy status during booking and check-in. Viva Aerobus is not responsible for any pregnancy-related complications during travel if these guidelines are not followed.

Policies for Minor Passengers

Viva Aerobus has distinct policies for national and international flights concerning minors, ensuring their safety and compliance with legal requirements.

National Flights for Minors

Viva Aerobus does not offer unaccompanied minor services. Children under 14 years must be accompanied by an adult. If the accompanying adult is not a parent or legal guardian, a signed consent letter from both parents or legal guardians, along with copies of their official IDs, is required. Minors aged 14-17 can travel domestically without an adult, provided parents or guardians complete a Viva Aerobus form at check-in. The minor must present their CURP and a photo ID (passport or student card). Parents/guardians must remain at the airport until the flight departs.

International Flights for Minors

For international flights, if a minor is traveling with an adult who is not a parent or legal guardian, or with only one parent, notarized documentation authorizing the minor to leave Mexico must be presented to Viva Aerobus. This document must be original and either notarized or issued by a qualified authority, explicitly authorizing the minor’s travel. Minors must present their CURP and photo ID if Mexican, or a passport if a foreign minor.

Policies for Passengers Traveling with Infants

Traveling with infants requires specific considerations. Viva Aerobus outlines policies to accommodate families traveling with young children.

Infant Travel Regulations

Infants are not permitted to occupy their own seats for safety reasons. For domestic flights, strollers, car seats, and similar items can be checked in without additional charges. These items must always be checked. Additional baggage, such as diaper bags, counts towards the adult passenger’s baggage allowance, unless a Baby Package is purchased. The Baby Package, available for purchase at a published rate, offers additional services for infant travel. Passengers wishing to use a FAA-approved car seat onboard must purchase an additional seat. If an infant turns two years old before the return flight, a seat must be purchased for the return journey at the applicable fare. Passengers intending to travel with an infant must include the infant in the booking and present the infant’s official ID during check-in, as per Terms and Conditions.

Documentation for Foreign Minors Entering Mexico

Foreign minors traveling on Viva Aerobus flights to destinations within Mexico must meet specific documentation requirements at check-in. They must be accompanied by someone with legal custody or guardianship, in compliance with Civil Law. If accompanied by a third party adult or traveling alone, they must present a passport and a notarized document from legal guardians authorizing their travel into Mexican territory.

Boarding Pass Requirements and Procedures

Boarding passes are essential for accessing the flight. Viva Aerobus details procedures for obtaining and managing boarding passes.

Boarding Pass Submission

All passengers must present their Boarding Pass and Official ID at airport security checkpoints and final waiting lounges. Lost or forgotten boarding passes can be reissued at check-in counters for a fee, up to 2 hours before scheduled departure.

Online Boarding Pass Printing

Passengers with VivaBásico, VivaPlus, and VivaSmart fares traveling only with carry-on baggage can print their boarding pass online via the Viva Aerobus website up to 4 hours before departure. The boarding pass becomes available 72 hours prior to departure. Name or itinerary changes are not possible after printing the boarding pass.

Exceptions to Online Boarding Pass Printing

Certain passengers must check in at airport counters and cannot use online boarding pass printing due to specific needs or conditions: pregnant women, passengers with recent surgeries, unaccompanied minors, passengers with special baggage (musical instruments/sports equipment), passengers with disabilities or reduced mobility, passengers traveling with pets, and passengers who need to notify check-in staff of conditions affecting their ability to fly.

E-ticket Service Charges

E-ticket service charges apply per passenger per flight segment and may include booking issuance and management fees, varying by sales channel and payment method.

Baggage Policies and Regulations

Baggage policies are crucial for passenger preparation. Viva Aerobus specifies regulations for both carry-on and checked baggage, as well as restrictions on certain items.

General Baggage Policies

For safety, all Viva Aerobus passengers and their baggage are subject to airport security inspections. Passengers must allow inspection of their carry-on baggage by Viva Aerobus or airport security personnel. Labeling baggage with name, address, phone number, and booking code is highly recommended for identification and in case of loss or damage. Failure to properly identify baggage is the passenger’s responsibility. Viva Aerobus is responsible only for loss or damage to clearly identified baggage, provided a Loss and/or Damage Report is filed at airport sales counters. Passengers are advised against packing fragile or valuable items (valuables) in baggage, including cash, documents, jewelry, electronics, or art. Viva Aerobus prohibits transport of valuables and is not liable for their loss or theft. Passengers should verify check-in baggage tags to ensure origin and destination airport codes are correct. Upon baggage collection, passengers should confirm they are taking their own luggage, as similar bags may be on the same flight. Viva Aerobus is not liable for damage to overweight, overloaded, or mishandled baggage, or for minor damage from normal handling (wheels, straps, handles, zippers, or loss of external cords), which are considered ancillary damages.

Extra Baggage Options

Passengers can add extra baggage to their booking up to 4 hours before departure via all distribution channels, subject to applicable fees. Additional baggage allowances can be purchased in increments of 15, 20, 25, and 32 kilograms, each piece not exceeding 158 linear centimeters.

Forbidden Articles in Baggage

Passengers should consult the Viva Aerobus website for a list of forbidden items in both carry-on and checked baggage. Prohibited items may be confiscated if they pose a risk to passenger or crew safety, or aircraft security.

Transportation of Human Remains

Viva Aerobus only permits the transport of ashes as carry-on baggage, provided they are in a sealed container to prevent spills. Passengers must declare ashes at check-in and boarding gates and have necessary documentation such as death and cremation certificates, as required by sanitary or airport authorities.

Sports Equipment Transportation

Viva Aerobus may transport sports equipment that exceeds standard baggage dimensions for a handling fee, but is not liable for damage or loss. Sports equipment must not exceed 32 kg in weight or 319 linear centimeters in size per item and is subject to space availability. Passengers must notify Viva Aerobus in advance if they plan to transport sports equipment.

Musical Instrument Transportation

Similar to sports equipment, Viva Aerobus may transport musical instruments exceeding standard baggage sizes for a fee, with no liability for damage or loss. Musical instruments must not exceed 32 kg or 319 linear centimeters and are subject to space availability. Advance notification is required.

Carry-on Baggage Allowance

Carry-on baggage allowances depend on the fare selected during booking:

• VivaLight, VivaBásico, VivaSmart: Allow two carry-on pieces not exceeding a combined weight of 10 kg, with maximum dimensions of 55 cm x 40 cm x 25 cm. This includes personal items like handbags, backpacks, diaper bags, or laptop briefcases.

VivaSmart fare additionally includes 25 kg of checked baggage, VIP pass, Viva Express, and unlimited free date changes. Passengers must present carry-on baggage at check-in counters for tagging. Carry-on baggage exceeding 15 kg or 115 linear centimeters is not allowed onboard and must be checked, subject to additional baggage fees. Passengers with VivaLight, VivaBásico, or VivaPlus fares with carry-on baggage exceeding 10 kg must either prove pre-payment for extra weight or pay to increase their allowance up to 15 kg. Infants have no carry-on baggage allowance. A “Baby Package” is recommended for carrying infant items.

Checked Baggage Allowance

Passengers on VivaPlus fares are entitled to one free checked bag up to 25 kg, not exceeding 158 linear centimeters. Viva Aerobus offers discounted VivaLight fares for passengers who waive their checked baggage allowance, providing a discount of $439.00 MXN off the VivaPlus rate. Passengers under 2 years old do not have a checked baggage allowance. During check-in, rearranging items between suitcases must be done away from the counter to avoid delays. Valuables should not be placed in checked baggage, as Viva Aerobus is not liable for their loss or damage.

Lost or Damaged Baggage Procedures

Viva Aerobus outlines procedures for handling lost or damaged baggage to assist passengers in resolving such issues.

Liability for Baggage

Viva Aerobus is not liable for valuables in checked baggage. Passengers choose to transport valuables at their own risk. For carry-on baggage, Viva Aerobus is liable for proven destruction, damage, or loss caused by their direct actions or omissions while the passenger is onboard and until disembarkation. For checked baggage, liability extends from check-in until baggage collection at the destination airport. In cases of baggage loss or damage, Viva Aerobus adheres to the Civil Aviation Act and its regulations.

Baggage Claim Process

Passengers experiencing baggage damage or loss must complete a Baggage Loss or Damage Form, available at Viva Aerobus check-in counters, to initiate a claim. Failure to file this form forfeits any rights to claim for baggage issues. Viva Aerobus only processes baggage claims submitted using this form.

Pet Transportation Policies

Viva Aerobus has specific guidelines for transporting pets, ensuring the safety and comfort of both pets and passengers. Detailed pet transportation policies are available but not fully elaborated in this general policy document. Passengers intending to travel with pets should consult specific Viva Aerobus pet travel policies for requirements, restrictions, and applicable fees.

Baggage Restrictions: Perishables and LAGs

Certain restrictions apply to baggage contents, particularly perishables and Liquids, Aerosols, and Gels (LAGs), to comply with safety and security regulations.

Perishable Goods

On domestic flights, Viva Aerobus permits perishables as carry-on baggage under specific conditions: they must be vacuum-packed, dry or frozen solid, in spill-proof, smell-proof rigid containers (not Styrofoam). Liquid, gel, or aerosol perishables must comply with LAG regulations. Dry ice for perishables is allowed only on domestic flights and must also meet specific regulations. Perishables are not allowed in checked baggage or on international flights. Passengers are responsible for any issues arising from their perishable carry-on items, releasing Viva Aerobus from liability.

Guidelines for LAG Transportation

Passengers carrying Liquids, Aerosols, and Gels (LAGs) must adhere to these rules:

1. LAGs must be in containers of 100 ml (or equivalent) or less. 100 grams is considered equivalent to 100 ml.
2. Containers must be in a transparent, resealable plastic bag with a maximum capacity of 1 liter (e.g., 20.5×20.5cm or 25×15 cm). Containers must fit easily within the bag.
3. No containers larger than 100 ml are allowed, even if partially full. Empty containers are not permitted.
4. Each passenger is limited to one LAG bag, to be presented separately for inspection.

LAGs not meeting these guidelines or airport-specific rules will be confiscated at security. Exceptions are made for medically necessary liquids or baby food, provided authenticity is proven (medication label matching prescription). Baby food does not require a plastic bag. Viva Aerobus prohibits perishables in checked baggage and on international flights. Passengers are responsible for any issues related to their carry-on perishables, releasing Viva Aerobus from liability.

Charges and Rates: Transparency in Pricing

Viva Aerobus is committed to transparent pricing, detailing various charges and rates associated with air travel.

Airport Use Rate (TUA) and Security Fee

Viva Aerobus collects the Airport Use Rate (TUA) and security fees on behalf of each airport authority from each passenger, in addition to the base fare for air transportation.

Fees, Taxes, and Charges

Beyond the base fare, passengers may incur additional fees, taxes, and charges, including government-imposed taxes, insurance premiums, security fees, and charges for optional complementary services provided by Viva Aerobus or third-party partners.

Boarding Group Rate

All passengers must obtain a boarding pass (printed or digital). Passengers with VivaLight or VivaBasic fares who do not present a boarding pass at check-in counters will be charged a fee for boarding pass printing, as per published rates on the Viva Aerobus website.

Taxes on Transactions

All transactions, including ticket purchases and services, are subject to applicable taxes as per the Federal Tax Code and other relevant tax laws within Mexico.

Boarding Policies: Procedures and Passenger Conduct

Efficient boarding procedures and passenger conduct are essential for timely departures and passenger safety.

General Boarding Procedures

Passengers should pay attention to airport traffic personnel announcements for boarding instructions, which may vary by airport facility. Orderly conduct is expected throughout the boarding process. Boarding groups are assigned based on seat selection: VIP Group, S Group, Group 1, Group 2, Group 3, Group 4, and passengers may purchase VIP Boarding for priority access. Boarding order typically starts with passengers needing assistance, followed by VIP pass holders, then by boarding groups (order may vary by airport). Passengers should listen carefully to announcements. Boarding closes 20 minutes before scheduled departure. Late arrivals at the gate may be denied boarding and forfeit their flight without liability to Viva Aerobus. Passengers are responsible for arriving at the gate on time. Once onboard, passengers can proceed to their assigned seats. VIP Pass holders board preferentially, regardless of seat number. Seat numbers are indicated on boarding passes. Passengers who purchased tickets via IAMSA or OTAs may need to select seats via the “My Flight” section on the Viva Aerobus website.

Passenger Behavior Onboard

The aircraft captain is responsible for the flight’s safety and authority onboard. Passengers must comply with all captain’s instructions. Captains may impose physical restrictions on passengers exhibiting disruptive behavior, including disembarkation or handover to security personnel, without liability to Viva Aerobus or the captain. Passengers causing damage or harm due to inappropriate behavior are liable for all damages and shall indemnify Viva Aerobus for any related costs, including legal expenses and claims.

Boarding Refusal Rights

Viva Aerobus reserves the right to refuse boarding under various circumstances:

i. If passengers or baggage pose a safety or security risk, or if transport is legally prohibited.
ii. Passengers with a history of inappropriate behavior on previous flights.
iii.Passengers who refuse security inspections by Viva Aerobus or airport staff.
iv.Passengers who have not paid all applicable fares and fees, including outstanding credit with Viva Aerobus.
v. Passengers without valid Official ID, or with forged, altered, or mutilated IDs.
vi.Passengers without proof of payment or a valid booking code, or with reported lost, stolen, forged, altered, or mutilated booking documents.
vii.Passengers who do not meet destination country immigration and customs requirements, such as valid passports, visas, return tickets, or proof of sufficient funds/domicile.

Passengers are responsible for possessing all required travel documentation for their destination, releasing Viva Aerobus from liability for denied entry due to documentation issues.

Flight Security Measures

Viva Aerobus prioritizes flight security with measures to manage potential risks and ensure passenger safety.

Security Protocols

Viva Aerobus reserves the right to refuse boarding to individuals posing security risks, such as convicted persons, visibly intoxicated individuals, those under the influence of psychotropic substances (unless medically prescribed and declared at check-in), or individuals sought by authorities. In such cases, Viva Aerobus will inform the passenger of the boarding refusal, state the reasons in a report, and take measures to mitigate passenger rights impact, such as issuing a travel certificate or, at their discretion, providing a refund after case review. No refunds are provided to passengers refused boarding due to intoxication or substance influence (non-prescription), as passengers are deemed responsible for their condition upon boarding. Individuals sought by authorities will be reported to or handed over to relevant authorities. These security measures are intended to protect all passengers and ensure flight safety and order, without infringing on passenger dignity or rights beyond what is necessary for security.

Non-Smoking Policy

Smoking is strictly prohibited on all Viva Aerobus aircraft. Violators will face legal sanctions and penalties. The use of electronic cigarettes or vaporizers is also forbidden onboard.

Limitation of Liabilities: Scope and Exclusions

Viva Aerobus defines the extent and limitations of its liabilities in various circumstances.

Passenger Liabilities

In case of passenger injury claims within the aircraft, Viva Aerobus’s liability is governed by applicable laws. Viva Aerobus is not liable for: passenger injuries resulting from their own fault or negligence; baggage defects, hidden flaws, or unsuitable containers; damage to baggage due to its inherent nature or contents; timely baggage delivery; pre-existing damage to transported goods caused by the passenger; or false passenger declarations regarding valuables or baggage contents.

Forbidden Articles: Comprehensive List

Viva Aerobus provides a detailed list of articles forbidden in both carry-on and checked baggage to ensure passenger and flight safety.

FORBIDDEN ARTICLES OR SUBSTANCES OR NOT SUBJECT TO TRANSPORTATION	DESCRIPTION
Projectile-capable objects	Firearms (guns, rifles, shotguns, etc.), firearm replicas/imitations, firearm parts (including telescopic sights), air guns, dart guns, signal/starter guns, toy guns*, Gotcha guns, industrial guns/staplers, crossbows, catapults, harpoons, spear guns, electroshock weapons, laser guns, lighter-guns.
Sharp/puncturing objects	Arrows, darts, steel staplers/picks, steel climbing plaques, harpoons, lances, ice axes/picks, ice skates, knives (any type), swords, sabers, concealed weapons, scalpels, scissors (any blade length), skis/ski poles, metal throwing stars, tools usable as weapons (drills, saw parts, screwdrivers, saws, clippers, levers, hammers, wrenches, welding devices, underwater weapons, bows, bayonets).
*Electronic Devices	Gas-powered hand tools (drills, saws, welding guns), high-intensity lamps with bulbs/batteries (components must be separated and labeled), tongs, hair irons/curlers.
Explosives	Munitions, detonators, fuses, explosive devices/replicas, mines, bombs, party poppers, toy caps.
Chemical/toxic substances	Acids, alkalis, liquid batteries, corrosives, bleach, mercury, chloride, radioactive materials, isotopes, biohazardous material, poisons, contaminated blood, viruses, bacteria, combustibles, fire extinguishers.
Gases and gas containers	Butane, propane, acetylene, large oxygen quantities.
Flammable liquids	Methanol, oil, gasoline, diesel, alcohol, ethanol, aerosol paints, thinners, alcoholic beverages >70% alcohol.
Oxides and organic peroxides	Car paint repair treatments.
Stretchers	Stretchers are not accepted on any Viva Aerobus flights.
Electronic cigarettes	Electronic cigarette use is prohibited on Viva Aerobus aircraft.
Cell phone use	Cell phones/wireless devices must be in hand pockets and turned off as instructed by crew.

* May be transported as checked baggage if properly cased/packed. ** Never allowed on Viva Aerobus aircraft. *** Ground connections authorized by Viva Aerobus.

Ground Connections Authorized by Viva Aerobus

Viva Aerobus facilitates ground transportation services such as taxis and shuttle buses (Vivabus) for passenger convenience.

City-Airport-City Shuttle (Vivabus)

Vivabus tickets are valid only for the specified date, origin, and destination, and are non-changeable and non-refundable if unused. Vivabus operates on fixed schedules and routes. Passengers must arrive in time for scheduled departures. City-to-airport departures are typically 2.5 hours before flight departure. Airport departures occur after Viva Aerobus flight arrivals and passenger boarding. Vivabus service is independent of Viva Aerobus air transport and operates on pre-set routes, subject to availability, without liability to Viva Aerobus or the Vivabus operator.

City-to-City Ground Transportation

Bus tickets between cities are valid only for the specified date, time, origin, and destination and are operated by independent companies listed on the ticket back. Passengers must check in 35 minutes before departure and be at the departure point 20 minutes prior. A 50% bus ticket discount is available for Viva Aerobus passengers showing a valid boarding pass from within 24 hours before or after their flight, on pre-established routes and companies (check Viva Aerobus website for details). Service is subject to availability, without liability to the ground transport company or Viva Aerobus. Services are subject to the transport company’s terms and conditions.

Taxi Service

Taxi services offered through Viva Aerobus are provided by external companies, subject to their terms and availability, and must be pre-booked via Viva Aerobus sales channels. Upon arrival, a taxi service representative will meet passengers with pre-paid tickets. Prices are per person, per route, for both shared and private services. Viva Aerobus is not liable for denied service if fares are not fully paid per person, per route. For city-to-airport routes, users must call the taxi company at least 24 hours in advance to book after payment.

Guarantees Offered by Viva Aerobus

Viva Aerobus provides specific service guarantees to enhance customer confidence and satisfaction.

VivaContesta Guarantee

The VivaContesta Guarantee promises a response to customer inquiries within 72 business hours via official digital channels (Facebook, Twitter, or Client Service Portal). Further details are available on the Viva Aerobus website.

Viva Price Guarantee

The Viva Price Guarantee ensures competitive pricing. If a passenger finds a lower price for the same flight on another airline’s website, Viva Aerobus will issue a Flight Certificate equal to the base fare paid, excluding taxes, charges, and additional services. Terms and conditions are detailed on the Viva Aerobus website.

Applicable Law and Dispute Resolution

Legal frameworks and dispute resolution processes are outlined to govern the Terms and Conditions and passenger-airline interactions.

Legal Framework

These Terms and Conditions and Viva Aerobus services are governed by the Federal Consumer Protection Law and the laws of the Mexican Republic. Services outside Mexico are subject to international treaties and conventions to which Mexico is a signatory.

Dispute Resolution

Any disputes or controversies related to these Terms and Conditions or Viva Aerobus services will be resolved in the courts of Mexico City, Federal District, with passengers waiving any other jurisdictional rights based on their domicile.

Personal Data Protection

For information on personal data processing and protection, passengers should refer to the Privacy Notice available on the Viva Aerobus website.

Amendments and Changes to Terms

Viva Aerobus reserves the right to modify or amend these Terms and Conditions, website content, and check-in procedures at any time without prior notice. The Terms and Conditions and website content may contain errors or inaccuracies. Viva Aerobus’s guarantees are limited to those expressly stated within these Terms and Conditions. No verbal or written information from non-authorized representatives constitutes a guarantee regarding these Terms and Conditions.

This detailed overview of Viva Aerobus’s General Policies aims to provide a comprehensive understanding of their operations and customer service framework, empowering passengers with the knowledge to navigate their air travel experience effectively. For the most accurate and up-to-date information, always refer to the official Viva Aerobus website.