passenger protection

Delayed, diverted 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 situations that we cannot anticipate and this can cause some flights to be delayed, diverted or cancelled.

What will we do if this happens?

We will keep you informed.

Notification service via SMS for passengers in the United States

For more information, consult 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 are controllable by the airline, the compensation and protection will depend on the length of your flight delay.

  • If your flight is delayed for more than 4 hours or is canceled, you can choose one of the following options:
  • detours

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

    Denial of boarding due to overbooking

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

    1. Fly on the first Viva Aerobus flight with available seats or, failing that, if there is no availability soon, fly on another commercial flight according to the possibilities of the airline plus compensation in an electronic certificate of not less than 25% of what you paid for fare, taxes and seats for the flight where boarding would have been denied. If the new flight is the same day as the original flight, food and beverages or a coupon redeemable for them will be delivered at any of the stores with which Viva has an agreement within the airport or its surroundings. If as a result of the change, you had to spend the night, you will be offered lodging, food and drinks according to the length of your 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 date of flight to your same destination, plus compensation in an electronic certificate of not less than 25% of what you paid for fare, taxes and seats for the flight where boarding was denied.
    3. Request the return of your ticket or the proportion corresponding to the unused flight, plus compensation in an electronic certificate of not less than 25% of what you paid for the fare, taxes and seats for the flight where 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 in case there are not enough volunteers

    In the unlikely situation where there is not a sufficient number of volunteers, the airline may deny boarding by offering the compensations described above and boarding priority will be given to: