VivaAerobus’s cancellation policy, ummarize and update it here based on the latest information from their official website
24-Hour Risk-Free Cancellation:
- You can cancel any VivaAerobus flight booked directly through their website, mobile app, or Call Center within 24 hours of purchase for a full refund without fees, provided the flight departs at least 7 days later (168 hours). This applies to all fare types (Viva Light, Viva Basic, Viva Smart), including non-refundable tickets, and complies with U.S. Department of Transportation rules (14 CFR § 259.2) for U.S.-bound flights. Refunds are processed to the original payment method within 7 business days for credit cards or 20 business days for cash/check.
- Third-party bookings (e.g., through travel agencies like Alternative Airlines) must be canceled directly with the agent, and the 24-hour policy may not apply unless the agency honors it.
Cancellations After 24 Hours:
- Non-Refundable Tickets (Viva Light, Viva Basic): No fare refunds are available after the 24-hour window, except for unused airport taxes and fees, which may be refunded minus a processing fee (typically $15–$30 USD per segment). Cancellation fees range from $100–$400 USD per segment, depending on the route (domestic or international) and timing.
- Flexible Tickets (Viva Smart with flexibility add-ons): Cancellations are allowed with fees of $100–$400 USD per segment, deducted from the refundable portion. Viva Smart includes optional flexibility packages (e.g., Total Refund Insurance from $40 MXN) that allow full refunds if purchased.
- Within 4 Hours of Departure: No refunds are provided, and the entire ticket value is forfeited, regardless of fare type.
- Name Changes as an Alternative: Instead of canceling, you can change the passenger name for $105 USD (online) or $120 USD (at a point of sale) at least 4 hours before departure, allowing ticket transfer to another traveler.
Airline-Initiated Cancellations:
- If VivaAerobus cancels your flight, you’re entitled to:
- A full refund to the original payment method.
- A Flight Certificate (travel credit, valid for 90 days, redeemable via the Call Center with a service fee).
- Rebooking on the next available flight at no extra cost.
- For flights departing from EU/UK airports, if cancellation occurs within 14 days of departure and is within the airline’s control (e.g., technical issues, not weather or air traffic control strikes), you may claim €250–€600 ($260–$650 USD) per person under EU/UK Regulation EC 261/2004, unless a comparable alternative flight is provided. Compensation must be requested within 3 years.
- Under Mexico’s Civil Aviation Law, cancellations by the airline entitle passengers to a full refund plus 25% compensation of the ticket price, though enforcement can vary.
- If rebooking results in an overnight delay, VivaAerobus must provide accommodation and transfers.
No-Show Policy:
- Failure to cancel at least 4 hours before departure (or check-in, typically 1–2 hours prior) results in a no-show, forfeiting the ticket value. No refunds are available, including for taxes/fees.
Refund Process:
- Refunds for eligible cancellations (within 24 hours or airline-initiated) are processed within 7–20 business days (7 for credit cards, 20 for cash/check). Flight Certificates are issued within 30 days and valid for 90 days, redeemable only via the Call Center with a fee.
- Non-refunded items include service fees for optional services (e.g., seat selection, baggage).
- For cancellations after 24 hours, only taxes/fees may be refunded, minus a processing fee.
- Passengers report delays in refund processing (up to 60 days), particularly for third-party bookings or during peak periods. Persistent follow-up or credit card chargebacks may be necessary.
Special Circumstances:
- During COVID-19 disruptions, VivaAerobus offered fee-free rescheduling for affected flights or travel credits valid for 90 days, with some passengers reporting issues redeeming credits.
- Total Refund Insurance (from $40 MXN) allows a 100% cash refund for cancellations if purchased at booking, but some users report difficulties claiming it.
Challenges and Tips:
- Tips: Purchase Viva Smart with flexibility add-ons or Total Refund Insurance for refund protection. Book directly with VivaAerobus to ensure the 24-hour policy applies. Retain all booking documents (reservation code, itinerary) for claims. For EU/UK compensation, use AirHelp or AirAdvisor for claims within 3 years. Consider transferring tickets via name changes ($105–$120 USD) through platforms like SpareFare to avoid cancellation losses.
- Mexican Law: Mexico’s Civil Aviation Law guarantees refunds plus 25% compensation for airline-initiated cancellations, but enforcement may require escalation.
