What to do about a Viva delay or cancellation
General guidance plus what Viva's own published Carta de Derechos commits to. Your specific case depends on the route and cause.
Confirm the current status at vivaaerobus.com or in the app before you head to the airport, schedules shift quickly during disruptions.
Viva's own Carta de Derechos is its published summary of Mexican passenger-rights law, and it sets out what you're owed on a Viva-caused delay: a 1 to 2 hour delay brings a small fixed electronic certificate; past 2 hours, an electronic certificate worth 8% of the affected flight segment; and between 3 and 4 hours, your choice of food and drink or that 8% certificate. This is the airline's own published commitment, stated as passenger entitlements, not favors.
The same document commits Viva, for a delay over 4 hours, an airline-caused cancellation, or being bumped for overbooking, to phone and email access plus your choice of three options: rebooking on the next available flight with meals; rebooking later plus an electronic certificate worth 25% of the segment; or a full refund of the affected segment plus 25% compensation. Which one serves you best depends on your trip, and we'll press for it.
Whenever your flight is canceled or badly delayed, rebooking on the next available flight is the floor. If your itinerary uses Escala Express self-connect, remember it isn't one protected journey, so a missed onward flight there is handled differently, one more reason to tell us your full routing.
This is a Viva quirk worth knowing when things go wrong: delayed or damaged baggage is not handled by phone. File through Viva's online baggage portal and its baggage email, keep every receipt, and we'll help you follow it up.
Everything above is Viva's own published summary of Mexican law, which is why we can cite it, but the exact application depends on your case and the rules can change. It is not our independent legal reading, so we always confirm current terms on the call.
Remedies vary by route and cause, and airline policies change. We don't quote compensation amounts beyond the percentages Viva itself publishes, and we don't state a fixed peso figure for short delays. Call us with your flight and we'll tell you your realistic options and act on them fast. Checking status at vivaaerobus.com is free.
What Viva's Carta de Derechos commits to
From Viva's own published summary of Mexican passenger-rights law; application depends on your case.
Move fast, then document
The order of operations when a Viva flight falls apart.
- Check the status at vivaaerobus.com before heading anywhere
- Call before you queue, phone rebooking often beats the airport line
- Ask for your Carta de Derechos entitlement by the length of the delay
- Bag delayed or damaged? File by portal and email, not phone, keep the receipt
- Keep every notice and receipt, they carry your 8% or 25% claim later
Know the airline's own numbers before you negotiate. Viva publishes them in its Carta de Derechos: rebooking on the next flight, an 8% certificate past two hours, and a 25% option on long delays and cancellations. Those are stated entitlements, not favors, and asking with the policy in hand works better than asking hopefully. We do this all day, call us.
Frequently asked
My Viva flight was cancelled, what am I entitled to?+
What do I get for a Viva delay?+
My bag didn't arrive with my Viva flight, now what?+
Is that 8% or 25% figure something you made up?+
Contact options
Reach Viva directly, or let us handle it.
Contact Viva Aerobus directly
The airline's own official channels, free.
More Viva Aerobus help
Related guides.