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Terms and conditions

Terms and Conditions

Consult the important and complete information about terms and conditions that apply to our flights, fares, services, etc.

1.0 General Policies

1.1 Introduction

The present terms and conditions of Aeroenlaces Nacionales, S.A. de C.V. ("Viva Aerobus") are intended to inform our Passengers of the general contracting conditions under which the air transportation service will be provided (the "Service") (the "Terms and Conditions").

In order to improve the Service provided to our Passengers, Viva Aerobus may change and / or modify at any time these Terms and Conditions either partially or totally, being applicable the terms and conditions that are published on the website www.vivaaerobus.com (the "Website") at the time of the provision of the Service. Not with standing the foregoing, Viva Aerobus will notify Passengers through the Website www.vivaaerobus.com and/or any of the means of contact that the Passenger has designated at the time of making their reservation, those modifications that could cause a material affectation to the Passenger and / or the Contracted service.

In those cases in which the Passenger considers that the modification could affect his Reservation (term that is defined below), he must contact the Call Center of Viva Aerobus (term that is defined below) so that in his case the corresponding compensations are applied according to the Compensation Policy (term that is defined below) so that in his case the corresponding compensation are applied according to the Compensation Policy (term that is defined below).

Regardless of whether there are modifications to these Terms and Conditions, Viva Aerobus will respect the conditions of the Service that were in force at the time the payment of the Reservation was made, except the cases and with the exceptions established in the applicable legislation.

The Allusive Titles that appear in these Terms and Conditions are used only as a reference, without any rights or obligations being despecting from them.

1.2 Definitions

Additional services:  Services marketed and offered in addition to the Air Transportation Services, which are optional for the Passenger, such as VIP Pass, Viva Express, Viva Bus, among others.

Adult:  Individual of 18 (eighteen) years old or over by the date of the scheduled flight, regardless of gender or nationality.

Airport(s):  Public service civilian air dome(s) with the facilities and suitable services for the planes to arrive and leave, for passengers, cargo and mail of the regular air transportation service in which Viva Aerobus has operations.

Baby Package:  Additional and optional service including a stroller service (with the stroller owned by the Passenger) from and to the Aircraft door, checked baby seat or similar item, transport of a diaper bag or similar item under 10 kg on board, in addition to the baggage allowance.

Baggage:  Equipment or group of things, objects or items carried by a person while is traveling or moving from one place to another, mainly in a Suitcase, and it can be considered as Carry-on or Checked Baggage, depending on the Baggage weight, Suitcase dimensions, or on the travel modality purchased by the Passenger.

Base Fare:  Gross cost of the air transportation Service, considering Taxes, Security Fee, exclusive of the Additional Services acquired by the Passenger when booking or subsequently. The Base Fare is determined according to the Flight, availability and the offer and demand of the Seats. Passenger must consider at all time the additional cost of the TUA in the final price.

Blunt Instrument or Blunt Object:  It refers indistinctively, to any object capable of causing blunt trauma (non-penetrating wound or injury) on a human body or animal.

Boarding Pass:  Document issued by Viva Aerobus, which the Passenger shall obtain from Viva Aerobus, and of which he/she must exhibit a hard or digital copy to have access to the departure lounges and the aircraft.

Booking Changes:  The changes to the Reservation conditions, such as date, time, destination, Passenger’s name or any condition different to that requested in the flight originally booked.

Carry-on Baggage:  Refers to Baggage allowed on board an aircraft. As Carry-on baggage the passenger may transport up to 2 (two) Hand Luggage pieces, as long as they fit within the dimensions stipulated in these Terms and Conditions, according to the modality or Fare booked by the Passenger.

Call Center (Telephone attention center):  It is the area dedicated to the communication with the Passengers, business partners, associated companies, among others, by telephone as an inbound or outbound means of communication, managed by specialized staff in conjunction with the necessary physical and technological resources based on defined processes and procedures to meet the Passenger’s needs. The phone number to reach the Call Center is 01 81 82150150.

Checked Baggage:  Refers to the Baggage owned by the Passenger(s), which shall be under the custody of Viva Aerobus, traveling exclusively in the aircraft’s cargo area, which shall be returned to the Passenger(s) upon presentation of the baggage ticket and/or slip in the carousel assigned in each Airport for the delivery of Checked Baggage.

Close Relative:  Refers to any person who has a bond either for blood or affinity relation up to the first degree with the Passenger, understanding as close Relative the father, mother, children or spouse

Combos:  Refers to the set of Additional Services included at the Light, Extra and Smart fares, offered as a package for a special discounted price.

Compensations:  Those compensations and/or indemnities stipulated by article 47 Bis and 62 of the Civil Aviation Law, which shall be considered and applied according to the “Viva Aerobus” Compensation Policies.

Compensation Policies:  The policies issued by Viva Aerobus establishing the rules for compensation in favor of the Passengers, among which, without limitation, the indemnity amounts, the situations in which the compensation shall proceed, and the ways in which the Compensations shall be applied and delivered.

Said Compensation Policies are registered with the competent authority in compliance with the Civil Aviation Law.

Facial recognition: Facial recognition is a way to identify or confirm a person's identity through their face. Face Recognition systems can be used to identify people in photos, videos or in real time.

The facial recognition is a category of biometric security. Other forms of biometric software include speech recognition, fingerprint recognition, and retinal or iris recognition.

Connections or Connecting Flights: Refers both to Flights with a Stopover (a term defined further on), which may or may not involve a change of aircraft and/or terminal, between the Passenger’s point of departure and his/her final destination. For the purposes of these Terms and Conditions, all the sectors in a Reservation containing Connecting Flights shall be considered operated by “Viva Aerobus”.

Connection Centers:  A specialized Service desk for Connecting Passengers or Connecting Flights intended to offer support, answer queries and ensure that the processes and procedures laid out by Viva Aerobus for this service be complied with.

QR Code: Square two-dimensional barcode that can store the encoded data. Most of the time the data contained is a link to aes website (URL).

Fare(s):  The consideration that the Passenger shall pay to Viva Aerobus for the Service, which may vary according to the conditions, availability, and/or Additional Services chosen by the Passenger. The term fare also refers to the different travel options offered on our Website: Zero, Light, Extra or Smart.

Flex Pass:  Optional and additional service for the Passengers to be able to move forward or hold up their flight, only to the immediate available flight, always within the same route or an alternative route free of charges for flight changes, considering the same point of departure. Flex Pass is subject to the payment of the fare difference, if any. It may be used in the same date of your scheduled flight, whether for a previous flight or for the flight immediately following the time scheduled for your original flight. Passengers may redeem or request the Flex Pass with at least 2 (two) hours prior to the departure of their original flight, after such time frame the Flex Pass will become invalid.

The checking and payment of refunds is the responsibility of the supplier MAS SERVICIOS ASISTENCIALESS.A. DE C .V, which shall be solely responsible for the provision of the service, so any complaint relating to the “Full Refund” service must be sent directly to MAS SERVICIOS ASISTENCIALES S.A. DE C.V. Viva Aerobus shall not be liable for any claim related to the “Full Refund” service.

Hand Luggage:  Type of luggage that passengers are allowed to carry along in the passenger compartment not exceeding the dimensions 55x40x25 cm and with a maximum weight corresponding to the fare or combo chosen.

IAMSA:  Inversionistas en Autotransportes Mexicanos, S.A. de C.V.

Infant(s):  It refers to any person under 2 (two) years old by the time of the scheduled flight. Infants shall travel in “Viva Aerobus” free of charge.

Internet Site:  Refers to Viva Aerobus website: www.vivaaerobus.com

LAG (Liquids, Aerosols, and Gels):  Refers to the following without limitation: water and other potable liquids, soups, syrups, jellies, stews, sauces, and pastas; food in sauces or having a high liquid content; creams, lotions, cosmetics and oils; perfumes; aerosols; gels (including hair and shower gels); the content of pressurize containers (for example sprays), including shaving foam and deodorants; pastes, including toothpaste; toilette soap, mixtures of liquid and solid materials or substances; and mascara; lip gloss or lip balm.

Minors: Any person under eighteen years of age as of the flight’s scheduled date, regardless of their gender or nationality.

Official Identification:  The following documents will be considered as official identification:

  • Valid passport, voter credential, professional card, credential of the Mexican Institute of Social Security or the Institute of Security and Social Services of State Workers, permits issued by the National Institute of Migration, identification issued by the National Institute of Older Persons, as well as any identification document issued by a federal authority that contains the full name and photograph of the Passenger.
  • Any identification document issued by a state authority, which contains the Passenger's full name and photograph (e.g. driver's licenses)
  • Identification badges that accredit the Passenger as an employee of federal, state or municipal government agencies, as long as they contain the full name, photograph of the Passenger.

The aforementioned documents must be presented physically and in original, photostatic copies, certified copies before a notary public, photographs, or scans of any document will not be admitted, except in those cases in which the Passenger exhibits a certified copy of a faith of facts or complaint raised before the corresponding public prosecutor's office, in which the theft or loss of the official identification of the Passenger is expressly indicated and that he does not have any other official identification in accordance with the provisions herein; said proof of facts and / or complaint will only be valid when it is not older than 3 (three) months to the scheduled date of your flight.

Minors and national or foreign Infants may be identified with the birth certificate or CURP. In the case of Infants, the live birth letter will also be valid, as long as the date of issuance of the same is less than 90 (ninety) days before the scheduled date of your flight.

For international flights the only acceptable Official Identification will be the valid passport, in addition to the migratory requirements demanded by the country of destination.

OTA (external travel agencies):  Online Travel Agencies that sell and trade air tickets, hotels, car rentals, and other touristic services to final customers by means of a web platform.

Passenger(s):  Person and/or individual who purchased a Ticket, hired and/or used or shall use “Viva Aerobus” Service.

Passengers with Disabilities and/or reduced mobility:  Any person whose mobility is reduced due to a physical impairment, whether sensory or locomotory, temporary or permanent, intellectual impairment or disability, and whose situation requires special attention and the adaptation of the Service to their needs.

Perishables (seafood, meats, dairies, etc.):  Items likely to rot, decompose or become unsafe for consumption or transportation as part of the Checked Baggage, since due to their nature they could contaminate other passengers’ Checked Baggage.

Personal Item:  Any item, including, but not limited to, a bag, handbag, backpack, case, dress bag, suit bag, meat case, diaper bag, carried by a Passenger, as long as it fit within the maximum allowed dimensions, which are 45 x 35 x 20 cm.

Refunds or Returns: Restitution of the amounts effectively paid -duly or unduly- by the Passengers to Viva Aerobus for Reservations, Additional Services, and changes in accordance with these Terms and Conditions.

Reservation: Refers to the transaction for the purchase and sale of Seats through the different official Sales Channels ensuring the proper registration of the Passengers using the air transportation services.

Sales Channels: The various technological platforms, affiliate network, Call Center and/or physical points of sale authorized for the confirmation of reservations and/or the sale of Viva Aerobus seat inventory.

Seats: Viva Aerobus shall randomly allocate seats to all passengers whatever fare or combo they acquire them at, however, individual seat selection shall be available for an extra charge, depending on the zones or sections available in the cabin, which could be:

  • Priority/VIP Priority: Refers to the first three or six rows of the passenger cabin (clearly identified in the aircraft and on the seat plan), which also grant the passenger Priority boarding privileges at no extra cost.
  • Preferential Seating: The area of seating which includes the VIP Priority and Space + sections.
  • (Space +): Refers to the seas located by the aircraft’s emergency exits, which offer more legroom and comfort for passengers.
  • Regular Seats: Refers to the rest of the seats, i.e. those not described in points 1, 2 and 3 of this section.

Security Fee:  Refers to a special fee to be paid by the Passenger to VivaAerobus and payable to the relevant airport, for the airport service, which includes the services of the security personnel, baggage transportation services, personal inspection services, etc.

Biometric Data:  Are those personal data referring to the physical, physiological or behavioral characteristics of a person that enable or ensure their unique identification. It guarantees fast authentication and secure access management.

Personal Electronic Devices:  Cell phones, compact disc or DVD players, mp3s, music players, tablets, laptops and/or any similar equipment using a wireless connection.

Enrolment: Registration to a system or service by identifying the user.

Suitcase:  Usually a rectangular case made of leather, fabric or plastic, generally with reinforced edges, with a handle, which can be carried by hand and used for carrying clothing and belongings when travelling or moving from one place to another.

Stopover:  Refers to any intermediate point in a Connecting Flight, between the point of departure and the final destination. Only intermediate points on a single Reservation shall be considered Stopovers. Landings made for reasons of meteorological conditions, safety, technical issues, emergencies, or mandated by authorities shall not be considered Stopovers. Nor shall two or more Reservations booked independently by a Passenger to reach his/her final destination be considered Stopovers.

Taxes:  According to the Federal Tax Code, taxes are the values in money or in kind determined unilaterally by the State and mandatory for those individuals who are in the situation provided by the law as the one giving rise to the tax credit.

Ticket:  Refers to the physical and/or electronic document that contains the air transportation service agreement entered into by and between “Viva Aerobus” and the Passenger, as well as the information of the booking confirmed and paid by the Passenger in the “Viva Aerobus” booking system, which specifies the name of the Passenger, route, date, time and rate of the procured Service.

ToditoCash:  It is a pre-paid electronic wallet which gives the Passengers the possibility to provide it with money and to pay their reservations through the Viva Aerobus Sales Channels, this service is operated by Todito Pagos, S.A. de C.V. and it shall be subject to the terms and conditions of ToditoCash on its site https://www.toditocash.com/, for which any disputes arising in connection with this e-wallet must be directly addressed to ToditoCash.

TUA:  Refers to Airport Improvement Fees, , which are officially-imposed fees which all passengers must pay for the use of the facilities and services of terminal buildings at every airport in Mexico, so therefore they are unrelated to and independent of the passenger air travel agreement made between Viva Aerobus Viva Aerobus and the Passenger. Viva Aerobus acts as a collector of the TUA. The amount of the charge for TUA must be considered in the final price, at the moment of the settlement of the TUA by the Passenger.

UMA´s:  mean Units of Measure and Update, which is the economic reference in Mexican pesos, established in the law to determine the amount payable for the duties and obligations according to the provisions in the federal and state laws of the Mexican Republic.

Viva Aerobus:  Refers to Aeroenlaces Nacionales, S.A. de C.V.

Viva Aerobus App:  Computer program or software which can be installed on mobile devices or smartphones, whereby Passengers can sign up, create a Reservation, receive alerts and download their digital Boarding pass.

Viva Card:  Co-brand credit card which gives benefits upon the purchase of Tickets and in the flight experience. Viva Card is currently operated by Scotiabank and MasterCard, therefore, any disputes arising in connection with the Viva Card must be directed to Scotiabank (Scotiabank Inverlat, S.A. Institución de Banca Múltiple, Grupo Financiero Scotiabank Inverlat).

Viva Express:  It is an additional and optional service enabling the Passengers to use the Viva Aerobus “express or fast” line to check-in, upon the corresponding payment at any Sales Channel. Viva Express is included free of charge in the Combo Smart. Viva Express is also available for sale at additional cost for the rest of the Fares.

Viva Fan:  Is a Passenger who obtains Viva Fan yearly membership by paying the corresponding fare.

Viva Fan Membership:  Refers to annual membership acquired by a Viva Fan, which offers further discounts beyond those already granted in the Extra Combo, as well as a Smart Combo Discount.

Viva Points:  Refers to the points accrued when using the Viva Card at any establishment. Viva Points may be used to buy flights operated by Viva Aerobus.

Viva Store(s):  Point of sale and official “Viva Aerobus” customer service, which is devoted to selling and marketing Airline tickets, in addition to the Additional Services and changes to the Reservations, offering thus a more customized service to the Passengers.

Website: Refers to the website of Viva Aerobus www.vivaaerobus.com

Smile&fly: It refers to the free program to identify passengers using their Biometric Data. Enrollment in this program is completely voluntary. Once Enrolled, the Passenger, at any time, may choose to exit the program if they so wish, exercising their ARCO rights, for more information consult the Viva Aerobus Privacy Notice.

For the use of the Smile&Fly program, the passenger must be registered and signed accordance with our Website. Smile&Fly will only be available to passengers who have the Viva Fan Membership. Enrollment will be carried out through the Website in the section of the passenger profile. For the enrollment the passenger must have an official identification and a smartphone so you can scan QR code which will redirect you to the enrollment application, giving full control to your phone to take pictures of your face and your Official Identification. Once this is done, the system will make a similarity check between the photograph of the Official Identification and the Passenger's face on the Website. Smile&Fly is available only for flights originating from Monterrey.

Smile&Fly does not replace the requirement to present an Official Identification in the security filters of the different airports, where the Passenger must present his Official Identification and his boarding pass to be able to access the last waiting rooms. The smart device used for the enrollment must have the following minimum characteristics: iOS operating system from 11 to 14 or Android operating system from 6 to 11, RAM from 2GB, Wi-Fi connectivity, 3G, 4.5G or 5G, screen from 4.7", front camera and can be accessed from the following browsers: Google Chrome, Microsoft Edge, Samsung Internet Browser, Opera, Mi Browser, Safari iOS and Chronium-based browsers.

1.2.1 Our Fares/Combos

At Viva Aerobus we offer different fare levels or combos for travelling. The details of each one are listed below:

Zero:

  • Web Check-In: Included from four (4) hours before a flight departs. See Section 4.0 of these Terms and Conditions.
  • One (1) Personal Item, not exceeding the dimensions 45 x 35 x 20 cm. See Section 9.7 of these Terms and Conditions.
  • Hand Luggage: Available at extra cost. See Section 9.7 of these Terms and Conditions.
  • Checked Baggage: Available at extra cost. See Section 9.8 of these Terms and Conditions.
  • Seat Selection: Available at extra cost. See Section 4.2 of these Terms and Conditions.
  • VivaExpress (Priority Documentation): Available at extra cost.
  • Change of date, name, or route: At the Zero tariff, no changes whatsoever may be made to reservations.

Light:
  • Web Check-In: Included from eight (8) hours before a flight departs. See Section 4.0 of these Terms and Conditions.
  • One (1) Personal Item, not exceeding the dimensions 45 x 35 x 20 cm. See Section 9.7 of these Terms and Conditions.
  • Hand Luggage: Includes one (1) piece not exceeding 10 Kg in weight and dimensions of 55 x 40 x 25 cm. See Section 9.7 of these Terms and Conditions.
  • Checked Baggage: Available at extra cost. See Section 9.8 of these Terms and Conditions.
  • Seat Selection: Available at extra cost. See Section 4.2 of these Terms and Conditions.
  • VivaExpress (Priority Documentation): Available at extra cost.
  • Change of date or route: Available with the payment of the corresponding fee and the difference of fare, if applicable.
  • Change of name: Available at extra cost.

Extra:
  • Web Check-In: Included from ten (10) hours before a flight departs. See Section 4.0 of these Terms and Conditions.
  • One (1) Personal Item, not exceeding the dimensions 45 x 35 x 20 cm. See Section 9.7 of these Terms and Conditions.
  • Hand Luggage: Includes one (1) piece not exceeding 10 Kg in weight and dimensions of 55 x 40 x 25 cm. See Section 9.7 of these Terms and Conditions.
  • Checked Baggage: Includes one (1) piece not exceeding 15 Kg in weight and dimensions and not longer than 158 cm. See Section 9.8 of these Terms and Conditions.
  • Seat Selection: Available at extra cost. See Section 4.2 of these Terms and Conditions.
  • VivaExpress (Priority Documentation): Available at extra cost.
  • Change of date or route: Available with the payment of the corresponding fee and the difference of fare, if applicable.
  • Change of name: Available at extra cost.

Smart:
  • Web Check-In: Included from ten (10) hours before a flight departs. See Section 4.0 of these Terms and Conditions.
  • One (1) Personal Item, not exceeding the dimensions 45 x 35 x 20 cm. See Section 9.7 of these Terms and Conditions.
  • Hand Luggage: Includes two (2) pieces which together shall not exceed 15 Kg in weight and each one shall not exceed the dimensions of 55 x 40 x 25 cm. See Section 9.7 of these Terms and Conditions.
  • Checked Baggage: Includes one (1) piece not exceeding 25 Kg in weight and dimensions and not longer than 158cm. See Section 9.8 of these Terms and Conditions.
  • Seat Selection: Included at no extra cost for Regular and Front seats. VIP Priority and Space + seats are available at extra cost. See Section 4.2 of these Terms and Conditions.
  • VivaExpress (Priority Documentation): Included at no extra cost.
  • Change of date or route: Available, only requiring payment of the difference in fare, if applicable.
  • Change of name: Available at extra cost.

If a ticket is acquired from an online travel agency (OTA), including BestDay, Despegar.com, Price Travel, Expedia and Almundo, among others, the following fares and conditions shall be available:
 

Light OTA:

  • Web Check-In: Included from eight (8) hours before a flight departs. See Section 4.0 of these Terms and Conditions.
  • One (1) Personal Item, not exceeding the dimensions 45 x 35 x 20 cm. See Section 9.7 of these Terms and Conditions.
  • Hand Luggage: Includes one (1) piece not exceeding 10 Kg in weight and dimensions of 55 x 40 x 25 cm. See Section 9.7 of these Terms and Conditions.
  • Checked Baggage: Available at extra cost in the My Flight section. See Section 9.8 of these Terms and Conditions.
  • Seat Selection: Includes random seat allocation at no extra cost for Regular and Front seats. VIP Priority and Space + seats are available at extra cost in the My Flight section.
  • VivaExpress (Priority Documentation): Available at extra cost.
  • Change of date or route: Available directly from the travel agency with whom the on-line Reservation was made. Conditions apply, depending on the agency.
  • Change of name: Available directly from the travel agency with whom the on-line Reservation was made. Conditions apply, depending on the agency.

Extra OTA:
  • Web Check-In: Included from ten (10) hours before a flight departs. See Section 4.0 of these Terms and Conditions.
  • One (1) Personal Item, not exceeding the dimensions 45 x 35 x 20 cm. See Section 9.7 of these Terms and Conditions.
  • Hand Luggage: Includes one (1) piece not exceeding 10 Kg in weight and dimensions of 55 x 40 x 25 cm. See Section 9.7 of these Terms and Conditions.
  • Checked Baggage: Includes one (1) piece not exceeding 25 Kg in weight and dimensions and not longer than 158 cm. See Section 9.8 of these Terms and Conditions.
  • Seat Selection: Includes random seat allocation at no extra cost for Regular and Front seats. VIP Priority and Space + seats are available at extra cost in the My Flight section.
  • VivaExpress (Priority Documentation): Available at extra cost in the My Flight section.
  • Change of date or route: Available directly from the travel agency with whom the on-line Reservation was made. Conditions apply, depending on the agency.
  • Change of name: Available directly from the travel agency with whom the on-line Reservation was made. Conditions apply, depending on the agency.
 

1.3 General provisions

Viva Aerobus is a low-cost airline for which Passengers may add to their Service several Additional Services. Viva Aerobus does not provide Connections for Passengers and/or Baggage with other airlines, therefore, “Viva Aerobus” shall not be liable for any expenses and/or losses whatever their nature, relating to flights with other airlines and/or with any other means of ground transportation.

No Connection shall be deemed to exist when Passenger has hired more than two legs to arrive to his/her final destination under different Reservations.

2.0 Flight Changes Policy

2.1 Service Cancellation

Viva Aerobus may at any time suspend and/or cancel its flights without prior authorization from the Passengers, being Viva Aerobus only bound to comply with the provisions in the current legislation in matters of notices, cancellations, and Compensations, as provided in Viva Aerobus Compensation Policies.

2.2 Flight Changes

Passengers may make changes to their Reservation such as the Passenger’s name, time and date of the flight through the Internet Site (www.vivaaerobus.com), Call Center and/or Viva Stores. Route changes may only be performed through the Call Center and/or Viva Stores.

Reservation Changes are subject to the application of charges, fees, and/or differences resulting from the fares then current. Said changes may only be made until 4 (four) hours before the time scheduled for the Service, provided your boarding pass has not already been created.

All Reservation Changes are subject to Seat, date and time availability, as well as to the payment of the corresponding charges.

Passengers shall use the same name in case of having different flights scheduled under the same Reservation code, consequently, once the scheduled leg is used under a certain name, Passengers shall no longer be able to change the name for the other legs.

In such cases where a new Fare is applicable deriving from a Reservation Change, and it is lesser than the Fare originally paid, Passengers shall only pay the amount applicable to the requested change, without being entitled to a refund in the event of a credit balance in favor of the Passenger.

In such cases where Passengers request a Reservation Change and the Fare then current is greater than the one originally paid; Passengers must pay the difference to Viva Aerobus. In any other case, the total amount due shall remain the same.

Any Passengers who have acquired their Ticket for the Zero Fare may not make any changes of date, name, or route to their Reservation.

2.2.1 Lost Flight

Viva Aerobus offers no compensation, refund or change whatsoever for lost flights due to causes attributable to the Passenger.

2.3 Reservation Change(s) (the flight’s date or time) by Viva Aerobus

Viva Aerobus shall use its best efforts to abide by the Reservations booked, however, in case it is necessary, Viva Aerobus may make changes and/or modifications to the flights at all times and at its entire discretion, among which, without limitation, may be the date and times thereof.

For the foregoing purposes, Viva Aerobus shall notify the Passengers the corresponding time and/or date change via their e-mail or telephone number used for their Reservation, so that the Passengers may take the measures that they see fit.

Viva Aerobus waives all liability if the notification regarding the Reservation Change fails to come to the Passenger’s knowledge, whether due to the Passenger’s mistake in entering his/her contact information when making the Reservation, such as for instance his/her e-mail address or telephone number or to problems in the reception of e-mails. Viva Aerobus assumes that the e-mail address provided by the Passenger is correct and valid since Passengers are solely responsible for typing it correctly and for its correct operation. Nevertheless, Viva Aerobus advises its Passengers to confirm the time of their flight(s) in Viva Aerobus Website, before departure.

Delays in the scheduled flights for less than 4 (four) hours or those resulting from moving forward the scheduled flights are not deemed Reservation Changes. Concerning delays of less than 4 (four) hours, Passengers shall only be entitled to the Compensations that Viva Aerobus would have established in its Compensation Policies pursuant to the current legislation.

Viva Aerobus is not bound to pay any Compensation or to refund the Passengers when the reasons for the delay, diversions, replacement or cancellation of a flight are due to causes non-directly attributable to Viva Aerobus such as adverse weather, Act of God, force majeure, natural disasters, acts derived from an authority with jurisdiction, strikes, air traffic control, and/or any other security reason or any other unavoidable situation or beyond Viva Aerobus control.

2.3.1 Refunds for Cancellations

If a Refund should be made to a Passenger deriving from a flight cancellation, the Passenger shall be entitled to the Compensation established in the Compensation Policies to such end.

2.3.2 Compensations for Delays

To enforce compensation for delays pursuant to the provisions of the Civil Aviation Law and the Compensation Policies, Passengers must show their full compliance with item 4.0 Check-in and Boarding of these Terms and Conditions. Passengers shall contact the Call Center, indicating their reservation code, flight number, and destination for the proper follow-up to be executed and the corresponding compensation shall be given according to the Compensation Policies.

Once the compliance by the Passenger and the admissibility of the Compensation have been attested, the Compensation Policies shall be followed.

The Term to provide the Compensation established in this section shall be 10 (ten) calendar days following the date on which the corresponding proceeding of Compensations for Delays has been finalized, as established in the Civil Aviation Law and the Compensation Policies.

2.3.3 Reservations Cancellation

Passenger accepts and agrees that Viva Aerobus does not accept the cancellation of Reservations and/or Additional Services previously purchased by the Passenger, save for the situations described in the next paragraph.

Only those cancellations made within 24 (twenty-four) hours following the generation of the Reservation may proceed. Therefore, the Passenger willing to make a cancellation shall contact the Viva Aerobus Call Center, indicating the Reservation code and the reasons therefor. Likewise, to request a refund, the payment of the Reservation must be indisputably proven to Viva Aerobus.

If the cancelled flight was obtained through our Website, Viva Aerobus App or Call Center, using a debit or credit card, the payment of the refund referred to in the foregoing paragraph shall be made to the same debit or credit card used for making the original Reservation. The time it takes for the refund to be processed will depend on the financial institution that issued the card.

The Passenger agrees that if any Refund were admissible, it shall be made according to the Compensation Policies.

The term to perform such compensation is 10 (ten) calendar days after the cancellation has been done.

2.3.4 Overbooked Flights

In those cases that Viva Aerobus issues Tickets exceeding the Aircraft capacity or cancels a flight because of reasons directly attributable to Viva Aerobus having as consequence denied boarding, Viva Aerobus shall be subject to the Civil Aviation Law and to the Compensation Policies.

2.4 Unpaid Changes

If the Passenger makes any change to the existing Reservation, including, without limitation, changes to the date, route, name and/or inclusion of Additional Services, and such change is not paid according to the terms and conditions set forth herein, the Passenger accepts that such Reservation shall be fully cancelled without any liability whatsoever for Viva Aerobus.

2.5 Cancellations under exceptional circumstances

At Viva Aerobus sole discretion, it may issue a Flight Certificate to the Passenger that was unable to board a flight on the scheduled date because of the decease of a Close Relative, or due to a serious illness that prevented the Passenger from using the flight, provided that the Passenger presents the death certificate or the corresponding medical certificate.

The foregoing provided the Passenger informs Viva Aerobus of this situation before checking-in for the respective flight.

To be entitled to the Flight Certificate mentioned in the preceding paragraphs, the Passenger must provide sufficient proof of his/her Close Relative’s decease to Viva Aerobus with the corresponding documentation.

2.6 Payment Methods

2.6.1 General Conditions

Passengers may execute the payment of their Reservations through any of the payment methods authorized by Viva Aerobus.

For such cases in which Viva Aerobus provide the Passenger with a payment reference, Viva Aerobus shall not assume any responsibility whatsoever if said payment reference provided by the Passenger is incorrect, being the Passenger solely responsible for verifying that the payment is timely made to the payment reference provided by Viva Aerobus. Any payments received including incorrect information or with delay in accordance with this section, shall have as consequence the cancellation of the Reservation without liability for Viva Aerobus.

The Passenger hereby releases Viva Aerobus from any liability caused by any error in the coincidence of the payment reference, and/or the information at the execution of the payment, as well as for any payments made after the term provided therefor. Any disputes arising from any form of payment chosen by the Passenger, must be directly addressed to the one responsible therefor.

Whenever a payment is not reflected in the Viva Aerobus system, the Passenger may request Viva Aerobus to track such payment. If Viva Aerobus is successful in locating the payment in its booking system, it shall issue a flight Certificate in favor of the Passenger, for the amount effectively paid by him/her, which the Passenger may use to pay a new Reservation, in accordance with Section 3.0 of these Terms and Conditions, without this implying the acceptance of any liability whatsoever by Viva Aerobus in this regard.

2.6.2 Credit or Debit Cards

Viva Aerobus accepts payments by Credit or Debit Cards.

It applies to amounts payable in full.

Those transactions concluded and confirmed through payment with Credit Cards are considered final transactions.

Deferred interest transactions for 3 (three), 6 (six) or 12 (twelve) months without interests are according to each Bank’s conditions. It is applying to payments with Credit Cards, depending on the conditions of the banking institutions.

2.6.3 Referenced payment in BANAMEX or OXXO stores

Passengers may choose to pay their Reservation directly in BANAMEX branches or OXXO stores.

For Reservations where payment at an OXXO store is chosen, the flights reserved must not have a total cost exceeding $10,000.00 (Ten thousand pesos 00/100 MXN), and/or the departure should not be scheduled within the 5 (five) days following the date on which the Reservation was made.

After making the payment, Passengers must log in to our Website in My Flight section to review the status of their Reservation. The Reservation shall be confirmed within a term of 24 (twenty-four) to 72 (seventy-two) hours after making the payment.

2.6.4 Payment by wire transfer in BANAMEX portal

Passengers may make payments to Viva Aerobus through BANAMEX payment portal, provided that the flight selected by the Passenger is to take place in the following 30 (thirty) calendar days or more from the purchase date.

For Reservations where Passengers select the Banamex.com portal as the payment method, the guidelines displayed upon selection of this payment method must be followed. This type of payment shall be reflected in the Reservation within 24 (twenty-four) to 72 (seventy-two) hours.

2.6.5 Payments through ToditoCash

For Reservations where ToditoCash is selected as payment method, the next steps shall be followed:

  • In the Payment Methods Section, Passengers shall select ToditoCash.
  • Passengers must have enough balance in their ToditoCash account.
  • Passengers shall enter the ToditoCash account number and password.

2.6.6 Payments and benefits of paying with the Viva Card

Passengers executing their purchases with their Viva Card through our Internet Website will have the following benefits:

  • 5Kg additional on Carry-on Baggage under the Viv Extra and Viva Light modalities for the Viva cardholder.
  • Flex Pass included only for the Viva cardholder.
  • VIP Pass for the Viva Cardholder and his/her companions.
  • Viva Express (Priority Check-in) for the Viva Cardholder and his/her companions.
  • For each $10.00 in purchases made at our Website 2 (two) Viva Points shall accrue.

Consult the additional benefits that Scotiabank offers to the Viva Cardholders at: http://www.scotiabank.com.mx/es-mx/personas/tarjetas-de-credito/scotia-travel/viva.aspx

The Viva Card is currently solely operated by Scotiabank Inverlat, S.A. Institución de Banca Múltiple, Grupo Financiero Scotiabank Inverlat. Viva Aerobus shall not be responsible for the approval by the financial institution of the Viva Card or for whatever other issue related to the Viva Card.

2.6.7 Limitations regarding purchases made with the Viva Card through our Internet Site.

To obtain the benefits listed in the preceding item, the cardholder must be included as a Passenger in the relevant Reservation. In such cases where the cardholder is not included in the Reservation, the Passenger may carry out the purchase with his/her Viva Card and the only benefit shall be the accrual of the 2 (two) Viva Points.

  • No cancellations or refunds shall apply to purchases or services acquired with Viva Points at our Website.
  • No invoice may be issued for the purchases or services acquired with Viva Points at our Website.
  • No name Reservation changes shall apply for the Viva Cardholder.

3.0 Flight Certificates

Flight Certificates consist in a non-transferable personal code that may only be granted by an authorized representative of Viva Aerobus, which expresses a certain amount of money and consists of an alphanumeric combination of 17 (seventeen) numbers.

3.1 Conditions for the application of the Flight Certificate

The Flight Certificate has no commercial value, is non-negotiable, non-transferable and may not be exchanged for cash. It is not a valid means of payment in Airports or on board.

Flight Certificates may only be redeemed by the Passenger who is the holder thereof.

Flight Certificates are valid only and exclusively for purchasing flights with Viva Aerobus for up to the monetary value indicated thereon.

Flight Certificates are valid according to the validity set out therein.

Passengers assume all responsibilities in connection with the Flight Certificates.

Flight Certificates shall not have any residual value; therefore, the Passenger may not request Viva Aerobus to issue a new Flight Certificate or claim a refund for any residual value that would have remained unused.

Flight Certificates may only be redeemed through Viva Aerobus Call Center and subject to a Charge for Payment Method of the ticket pursuant to the Fares published on our Website.

If the monetary value consigned in the Flight Certificate is lesser than the total amount payable for a given air ticket, the Passenger may decide, at its election to: i) refrain from using the Flight Certificate for the purchase of the new Reservation or, ii) request the Sales Agent to apply the total Amount of the Flight Certificate to the new Reservation, being the Passenger bound to cover the difference through any other form of payment authorized by Viva Aerobus.

The issuance of a Flight Certificate may be requested by the Passenger within a term not exceeding 30 (thirty) calendar days following the date of the flight cancellation, overbooking or of any other situation giving rise to such Flight Certificate. Passengers accept that once said term has elapsed, they will be unable to request Viva Aerobus the issuance of the corresponding Flight Certificate.

Flight Certificates shall not be a valid form of payment for Taxes, as well as of courtesies granted by Viva Aerobus.

4.0 Checking-in and Boarding

Passengers must identify the fare or travel combo purchased to learn about the requirements that they must observe during the Checking-in and Boarding process pursuant to the following:

Passengers that obtain their Tickets in a Extra Combo, Extra Combo through an OTA, or Smart Combo, must print their Boarding Passes or download them in digital form from our Website or the Viva Aerobus App (pdf, jpg, jpeg), from between ten (10) days and 60 (sixty) minutes before the scheduled departure of a flight. Passengers travelling on a Light Combo or Light Combo through OTA, may download their boarding pass from between eight (8) hours before and 70 (seventy) minutes before the scheduled departure of a flight.

Passengers travelling on a Zero fare may download their boarding pass from between 4 (four) hours before and 70 (seventy)before the scheduled departure of a flight. In cases where no seat has been allocated, either at a cost, or by the airline, passengers must go to a check-in counter from between two (2) hours before their flight departs, and 45 (forty-five) minutes before their flight departs in the case of domestic flights, or from between three (3) hours before their flight departs and sixty (60) minutes before their flight departs, in the case of international flights.

As the only exception to the foregoing paragraph, as long as a change of Seat has been made at the expense of Passengers travelling at the Light or Zero fare, Boarding passes may be printed online from between ten (10) hours and 70 (seventy) minutes before the scheduled departure of their flight. Passenger may be subject to the screening of his/her Carry-ons, before boarding. In such cases in which the Passenger has not printed the Boarding Pass and does not have a digital copy thereof according to these provisions and/or he/she needs to check-in Baggage, pursuant to the provisions in item 4.1.2 hereof, he/she must go to Viva Aerobus check-in counters at least 2 (two) hours before the flight’s scheduled departure time for trips including destinations within the national territory (check-in for national flights will close 45 (forty-five) minutes before the flight’s departure time) and at least 3 (three) hours before the flight’s departure time for trips including destinations abroad (check-in will close 60 (sixty) minutes before the flight’s departure). Passengers accept that they may be subject to Charges and Fares for printing their Boarding Pass, customized assistance at the check-in counters and/or Fees for additional Baggage, which are published on www.vivaaerobus.com/mx/volar-con-viva/consulta-nuestros-cargos.

In the case of Passengers who are members of the Viva Fan Membership and previously enrolled in the Smile & Fly program, they may appear at documentation desks without having to show their Official Identification, placing only their face in front of the Facial Recognition teams. (Applies only to stations where the Smile & Fly program is available).

Once the Passengers (and their Baggage as applicable) have checked-in, must show at the boarding gate at least 35 (thirty-five) minutes prior to the time scheduled for the flight’s departure whether national or international.

Those Passengers who are members of the Viva Fan Membership and who are previously enrolled in the Smile & Fly program, will be able to board without having to show their Official Identification and Board Pass, placing only their face in front of the Face recognition knowledge equipment located at the airports where the Smile & Fly program is available.

Viva Aerobus may deny boarding without any liability whatsoever, to any Passenger that fails to check-in and/or is not present at the departure lounge with the anticipation set out in this section. Passengers showing up at the last departure lounge with Baggage exceeding the dimensions and/or weight allowed pursuant to the Baggage modality purchased, will forfeit their right to check-in their Baggage, even when the allowance purchased by said Passengers would have allowed so. However, whenever the circumstances allow so, Viva Aerobus may offer the Passenger the late baggage check-in service, after due payment of the corresponding charges, so that the Passenger is able to carry his/her Baggage provided it may be carried on board pursuant to the load capacity thereof and without prejudice to the safety and weight and balance conditions of the aircraft. The charges for late check-in service may be consulted at our Website or at the following link http://www.vivaaerobus.com/mx/volar-con-viva/consulta-nuestros-cargos.

No Fees for printing the Boarding Pass and/or Customized Assistance shall be charged to such Passengers falling under any of the hypotheses established in clause 8.2 hereof, said Passengers must go directly to the check-in counters.

Passengers accept that both themselves and their Baggage may be subject to screening for safety reasons. Passengers also accept that in order to Check-in and Board, the full amount of their reservation must have been paid, including the full TUA (Airport Improvement Fees), in accordance with the provisions of section 12.1 of these Terms and Conditions.

4.1 Checking-in requirements.

All the Passengers must comply with the requirements applicable to immigration, customs and health matters, among others, established by the regulations in force and/or applicable in the countries of origin and/or destination without exception. For the case of Connections with an International Destination it is necessary to go to the Connection Center for the validation of the documentation before leaving the terminal.

4.1.1 Checking-in requirements (travelling only with Personal Item or Hand Luggage, no Checked Baggage)

Check-in process demands that all Passengers exhibit at the security points and at the last departure lounge, prior to boarding, the following:

  • A hard or digital copy of the Boarding Pass, downloaded to any electronic means such as tablets, cell phones or mobile devices.
  • Official Identification of each Passenger, including Minors and Infants.
  • Proof of payment in those cases that the Reservation has been paid in OXXO or through BANAMEX.

Those Passengers that fail to comply with the provisions in subsection i) above, must go directly to the check-in counters to have their Boarding Pass printed without exception and make the payment of the corresponding charges pursuant to the Fees published at www.vivaaerobus.com/mx/volar-con-viva/consulta-nuestros-cargos. Passengers must be at the last departure lounge by the time established in item 4.0 above.

Viva Aerobus may deny boarding to those Passengers who fail to comply with the requirements set forth herein without any liability whatsoever.

4.1.2 Check-in Requirements (with Checked Baggage)

Those Passengers carrying Checked Baggage must exhibit for the check-in process the following documents:

  • A hard or digital copy of the Boarding Pass, downloaded to any electronic means such as tablets, cell phones or mobile devices.
  • Reservation Code.
  • Valid Official Identification of each Passenger, including Minors and Infants.
  • Proof of payment in those cases that the Reservation has been paid in OXXO or through BANAMEX.

Passengers must be at the last departure lounge by the time established in item 4.0 above.

Viva Aerobus may deny boarding to those Passengers who fail to comply with the requirements set forth herein without any liability whatsoever.

4.2 Seat Allocation.

Viva Aerobus shall allocate seats to Passengers on a random basis, at no extra cost, regardless of the Fare or Combo chosen and according to the provisions of section 4.0 of these terms and conditions, as described below:

  • Viva Zero: When travelling on this Fare, your seat shall be allocated randomly when performing Web Check-in, within the times indicated in point 4.0 of these Terms and Conditions. If a seat is not allocated to you by the airline at the time of purchase, Viva Aerobus shall allocate you a seat on the day of the flight at the check-in desk at the airport your flight departs from, which will be subject to seat availability. Notwithstanding the foregoing, Passengers may, if they so choose, select their own seat at an additional cost, on our Website in the My Flight section, through the Call Center, or at Viva Stores, at any time prior to the departure of their flight.
  • Light Fare: velling on this Fare, your seat shall be allocated randomly when performing Web Check-in, according to the times indicated in point 4.0 of these Terms and Conditions. If a seat has not been allocated at extra cost, or been allocated by the airline, a seat shall be allocated on the day of the flight, subject to availability, at check-in at no extra cost. Passengers may also select their own seat at an extra cost, prior to departure, in the My Flight section, through the Call Center, or at Viva Stores.
  • Basic Fare: When travelling on this Fare, seats are allocated randomly and at no extra cost, upon completion of purchase and receiving confirmation. Passengers may also choose their own seat at an extra cost, at time of purchase, in the My Flight section, through the Call Center or at Viva Stores.
  • Smart Fare: With this Fare, Passengers may choose a Seat, excluding those seats marked as VIP Priority, and Space +, at no extra cost and up to 70 (seventy) minutes before the scheduled departure of a flight. If Passengers wish to choose a VIP Priority or Space + seat, they may do so by paying an extra cost on the Website at the time of purchase, in the My Flight section, through the Call Center or at Viva Stores, up to four (4) hours before the departure of their flight.

4.3 Passengers with Disabilities

Viva Aerobus shall provide all the assistance (facilities) within its power to all Passengers with Disabilities and/or Reduced Mobility requiring so, at the Airport of origin and/or destination.

Passengers with Disability and/or Reduced Mobility shall submit a medical certificate, letter of acceptance of responsibility, or other forms or special requirements in the following cases:

I When transportation in stretcher or incubator is necessary.

II. When they need medical oxygen during the flight.

III. When they have any medical conditions considered as a contraindication to fly, in accordance with the World Health Organization (WHO).

IV. When the Passenger does not submit the medical certificate of fitness to fly, at the treating physician’s judgment.

V. When the intellectual or psychosocial capacity of the Passengers with Disabilities and/or Reduced Mobility prevents them from functioning and/or following instructions without assistance.

Passengers with Disabilities and/or Reduced Mobility shall have the right to travel with a guide dog or a service animal on board the aircraft, without extra charge, always that they attest such situation to Viva Aerobus with the corresponding certificate.

In those cases when Passengers with Disabilities and/or Reduced Mobility require special services or adaptations on board the Viva Aerobus Aircrafts, they are advised to inform Viva Aerobus of the characteristics of the service or special adaptations required with at least 48 (forty-eight) hours prior to their flight’s scheduled time, so that Viva Aerobus may properly address their special requirement and is able to verify the availability of such service or adaptation, identifying potential limitations for the provision of the Air Transportation Service.

4.3.1 Wheelchairs

Viva Aerobus allows Disabled or Mobility-Impaired Passengers to travel with a wheelchair, or other mobility aid they may have, such as a walker/zimmer frame, prosthesis, crutches, stick, or any other device Passengers may need to assist with their disability, which shall be considered part of their Carry-on Baggage or Checked Baggage at no extra cost. Any other item or extra piece which is not used for helping a Passenger with their disability shall be considered part of the Carry-on Baggage and/or Checked Baggage allowance chosen for the Passenger.

Checking-in Wheelchairs with wet battery shall be subject to the Official Mexican Standard applicable to the transportation of dangerous goods by air issued by the Ministry of Communications and Transportation of Mexico.

If the infrastructure of the Airport allows so, Passengers with Disabilities and/or Reduced Mobility may choose to be transferred to the door of the aircraft in their own Wheelchair, which shall be subsequently checked and placed in the cargo hold of the Aircraft as Checked Baggage. Once the Aircraft lands at the destination Airport, Viva Aerobus staff shall deliver the Wheelchair to the Passenger with Disabilities and/or Reduced Mobility at the aircraft door. The foregoing only applies in the case of manual Wheelchairs, otherwise, Wheelchairs shall be delivered together with the Checked Baggage.

Viva Aerobus may transport electric wheelchairs with closed and non-liquid batteries, provided that the Passenger with Disabilities and/or Reduced Mobility warrants that these shall not be activated during the flight, if necessary, the Passenger must indicate in writing the instructions to disconnect the battery from its terminal.

Viva Aerobus staff shall have no obligation to provide Passengers with Disabilities and/or Reduced Mobility any assistance to move to and from the restrooms, to eat and/or for personal hygiene purposes.

4.3.2 Service Animals

Viva Aerobus allows the Passengers with Disabilities and/or Reduced Mobility, who so require by prescription of a doctor specialized in mental health (psychologist, psychiatrist, etc.), to be accompanied by emotional or psychiatric support animals (“Support Animals”) during the flight at no additional cost; as long as they are dogs and/or cats, and the Passenger with Disabilities and/or Reduced Mobility provides reliable proof of this situation to Viva Aerobus.

Support Animals must weight maximum 12 (twelve) kilograms, and be on a leash, wear a harness, pet tags, and a muzzle always. In the event of not complying with the requirements set forth herein, the Support Animal shall be transported as a pet in the cargo hold of the Aircraft, being the Passenger responsible for covering the corresponding charge for this service.

Any Passenger with Disabilities and/or Reduced Mobility willing to carry a Support Animal with him/her on board the Viva Aerobus Aircrafts shall be responsible for providing Viva Aerobus with the document evidencing the Support Animal qualifies as such, among which, on an illustrative, non-limitative basis, may be: the Support Animal’s certificate issued by an authority on animal health and/or recognized organization, a document by the doctor and/or any health institution treating the user(s) person(s) with disabilities, any other document evidencing that the Passenger with Disabilities and/or Reduced Mobility needs a Support Animal for their mobility and/or for company.

For operational security reasons Viva Aerobus shall transport a maximum of 3 (three) Support Animals per Flight.

4.3.3 Passengers with Respiratory Disabilities

Viva Aerobus may transport up to three medical oxygen tanks per flight, provided that the cylinders are of a capacity no greater than 5 (five) gross kilograms and that they meet the requirements of 49 CFR, section 178.273 “Approved of Specification UN portable tanks” and they show the United Nations registration approved by the DOT (Department of Transportation). Only one tank per Passenger with Respiratory Disabilities shall be allowed without it being deemed part of your selected Baggage allowance.

The only personal respiratory aids permitted on board are the “portable oxygen concentrator” type, which are certified equipment for use in aviation in accordance with the standards of the Radio Technical Commission for Aeronautics (RTCA), whose models in the market that can be transported can be found at the following web address for prompt reference: http://www.faa.gov/about/initiatives/cabin_safety/portable_oxygen/.

In all the cases, Passengers with Disabilities and/or Reduced Mobility must carry enough batteries to operate their breathing apparatus, based on the duration of the flight.

4.4 Medical Syringes

Viva Aerobus allows the Passengers to transport a couple of syringes, their needles and their respective medications in the Checked Baggage (the Syringes) only. Should Passenger require a greater quantity of Syringes, he/she must submit the corresponding prescription issued by a certified physician with such indication.

The Passengers suffering from diabetes, allergies, or from any other situation demanding the transportation of Syringe(s) and the respective medication on board, they may do so after submitting the medical prescription including such indication by a certified physician. Passengers must present their prescriptions when checking-in for their flight or when screened by the Airport’s security staff, however, such may be requested subsequently by Viva Aerobus staff, so Passengers are responsible for keeping them close at hand to avoid delays in the boarding process and/or denied boarding.

4.4 Infectious Diseases

a) Severe cases:

Without exception and under no circumstances may Viva Aerobus check-in those Passengers suffering from infectious diseases such as respiratory infections or tuberculosis, among others.

b) Mild cases:

Those Passengers presenting symptoms of an illness such as German measles, measles, chickenpox, etc., may be accepted on board the Viva Aerobus aircrafts, provided that:

  1. 7 (seven) days have elapsed after the apparition of the last rash or mark of the disease, and this is verified with the corresponding medical certificate issued for such purpose.
  1. They submit a medical certificate evidencing that they are fit to travel by air
  1. They have informed about their condition at the Viva Aerobus check-in counters.

Viva Aerobus may request, at any time, to see the medical certificate mentioned in point 2 above, of any Passenger which, in the opinion of Viva Aerobus, may show signs of a worsening of their state of health, including, but not limited to, non-infectious diseases, breathing difficulties, wounds from recent surgery, etc. (this does not apply to Passengers with Disabilities).

4.6 Allergies

In all Viva Aerobus-operated flights buy on board service is offered, which includes, without limitation, products such as: peanuts, chocolates, dairy products, among others; and it is the Passengers’ responsibility to verify the content of the products they consume.

Viva Aerobus shall not be responsible for the allergic reactions or of any other reaction or effect suffered by or that any Passenger may suffer as a direct consequence of consuming such products sold on board.

4.7 Passengers Seated at Emergency Exits

For the safety of all our Passengers, the only Passengers which may sit next to an Emergency Exit (such as, on the A320 aircraft: row 1, seats a, b, c; row 12, seats a, b, c, d, e, & f; row 13, seats a, b, c, d, e, & f) , are those Passengers that, without exception, meet the following requirements:

1. Not being Minors.

2. Being able to understand and carry out the instructions given on the Emergency Exit itself and those given by the aircraft crew.

3. Not travelling with someone who would need assistance in an emergency.

4. Not suffering from any temporary or permanent incapacity or disability which prevents him/her from reacting in the manner required in the event of emergency.

5. Being able to handle, lift and toss a door weighing approximately 15 Kg (fifteen kilograms), in the event of an emergency.

6. Being in a condition to give instructions to the rest of the Passengers on the aircraft and give help in the event of an emergency.

7. Being willing to help in the event of an emergency.

8. Not travelling with an Infant.

9. Having stowed all his/her Hand Luggage in the overhead compartments during takeoff and landing.

10. Not being pregnant.

11. Not requiring a safety belt extension.

These measures exist for the safety of each and every one of Viva Aerobus’ Passengers, and are described in the general operations manual approved by the competent aeronautical authority.

5.0 Pregnant Women

At Viva Aerobus our concern is for the safety of all our passengers, so we recommend that passengers that travel whilst pregnant consult a physician before undertaking any trip, as well as inform Viva Aerobus staff during the Reservation and check-in process, for better customer care. Women who are up to 27 (twenty-seven) weeks pregnant may travel by Viva Aerobus, without need of submitting a medical certificate.

Women who are over 27 (twenty-seven) and up to 36 (thirty-six) weeks pregnant in case of regular pregnancy or 32 (thirty-two) weeks in case of multiple pregnancy (twins, triplets, etc.), must submit a medical certificate issued maximum 10 (ten) calendar days in advance to the date on which the air transportation Service with Viva Aerobus is intended to Viva Aerobus staff. Such certificate must contain the exact number of weeks of pregnancy and the express authorization of the physician, to be able to use the Air Transportation Service.

Without exception, any Flights that Pregnant women intend to take must be completed before the 37th (thirty-seventh) week of pregnancy in case of regular pregnancy or 33rd (thirty-third) week in case of multiple pregnancy.

Passengers in their 37th (thirty-seventh) week of pregnancy in case of regular pregnancy or 33rd (thirty-third) week in case of multiple pregnancy and after may not use the transportation Service. It is the Passengers’ obligation to notify Viva Aerobus of their pregnancy when booking, as well as to inform Viva Aerobus staff during the check-in process for them to receive the proper attention. Viva Aerobus shall not be responsible for any contingencies and/or incidents that could arise during the flight in relation to the pregnancy of the Passenger.

6.0 Minors

6.1 National Flights

Viva Aerobus does not provide companion and/or special care services for Minors. Minors under 14 (fourteen) years of age, may not, for their own safety, use Air transportation services without being accompanied by an Adult. In the event that the Adult not be one of the parents or guardians of the Minor, he/she must provide the “Authorization to travel for minors” form, which can be downloaded at our Website. Said form must be presented at time of boarding, duly signed by the parents or guardians of the Minor, along with photocopies of the identity documents of the parents or legal guardian(s).

Viva Aerobus may transport unaccompanied Minors, who are 14 (fourteen) to 17 (seventeen) years old without being accompanied by an Adult. To such effect, their parents or legal tutor must complete and execute a form provided by Viva Aerobus at the counters when checking-in. Minors in this circumstance must present their CURP and a photo identification (passport or student ID). The parents or legal tutors of the minors must stay at the airport until the plane has departed.

Regardless of the provisions of the foregoing paragraph, for the safety of our Passengers, Viva Aerobus does not allow Unaccompanied Minors to travel on Connecting Flights.

6.2 Minors on International flights

On international flights, in which the Minor is accompanied by an Adult which is not one of his/her parents or guardians, the Adult must provide Viva Aerobus with the original document issued before a Notary Public or Public Certifier and/or the ‘authorization to travel abroad for minors’ form issued by the relevant Authority (in both cases said authorization must comply with the legal requirements laid down by the Authority), on which the express consent of both parents/guardians, or the person having custody of the Minor, is given, for the Minor to leave the country. The Minor must bear a valid passport, along with, if appropriate, immigration documents for the destination country.

In no case may Minors travel as Passengers without an Adult accompanying them on an international flight.

7.0 Passengers traveling with infants

For safety reasons, Infants may not occupy a Seat in the Aircrafts of Viva Aerobus.

Any Infant may travel on domestic flights and a stroller, baby seat or like items may be carried along free of charge. These items must always be checked. Any additional Baggage such as diapers bags or similar items, among others, shall be considered as part of the baggage allowance of the Adult Passenger.

The Baby Package shall have the cost published on the Website.

Passengers traveling with an Infant and willing to carry a Baby Seat on board the Aircraft must pay for an additional Seat to place it.

Viva Aerobus shall only authorize those baby Seats that are authorized by the FAA (Federal Aviation Administration) on board its aircrafts.

Should the Infant turn 2 (two) before boarding the return flight, he/she must be bought a Ticket for such Flight at the corresponding Fare.

All Passengers travelling with an Infant must register him/her when making his/her Reservation and present the Infant’s Official ID when checking-in pursuant to these Terms and Conditions.

7.1 Documents required for Foreign Minors entering Mexico

All foreign minors purchasing flights operated by Viva Aerobus including trips within the Mexican Republic, when checking-in must:

I. be accompanied by any of the persons exercising the parental authority or the tutorship and comply with the civil law requirements.

II.If accompanied by a third person of legal age or if they travel alone, they must present the passport and the document attesting the authorization by those exercising the parental authority or the tutorship on the minor, before public certifier or the authorities competent therefor.

8.0 Boarding Pass

All Passengers must present their Boarding Pass together with an Official Identification at the security points of the Airport and the last Departure Lounges.

Those Passengers who are members of the Viva Fan Membership and who are previously enrolled in the Smile & Fly program, will be able to board without having to show their Official Identification and Board Pass, placing only their face in front of the RF knowledge equipment located at the airports where the Smile & Fly program is available.

In the event of omission or loss of the Boarding Pass, the Passenger may obtain a new Boarding Pass at the check-in counters, provided the Passenger is within the time frames provided for boarding described in section 4.0 and he/she pays the corresponding amount for the reprinting assistance of the Boarding Pass.

8.1 Obtaining the Boarding Pass over the Internet.

Passengers who travel on Basic or Smart Combo tickets must print their Boarding Passes or download them digitally from our Website or the Viva App (in pdf, jpg, jpeg format), from between ten (10) days to 70 (seventy) minutes before the scheduled departure of a flight. Passengers travelling at the Light Fare must download their Boarding Passes on our Website, or on the Viva App from between eight (8) hours and 70 (seventy) minutes before the scheduled departure of a flight. Passengers travelling at the Zero Fare must download their Boarding Passes from between four (4) hours and 70 (seventy) minutes before the scheduled departure of a flight. Passengers on the Zero and Light Fares may print their Boarding Passes online on our Website or on the Viva App, from between ten (10) days and 70 (seventy) minutes before the scheduled departure of a flight, as long as they have paid for a seat change at an extra cost, before the departure of the flight.

8.2 Exceptions for obtaining the Boarding Pass online

The Passengers that due to their special conditions must come to the check-in counters and may not print their Boarding Pass through our Website are listed hereinbelow:

A) Pregnant Women (See item 5.0)

B) Passengers who had undergone recent surgical intervention.

C) Unaccompanied Minors (See item 6.0)

D) Passengers carrying special Baggage such as musical and/or sports items.

E) Passengers with Disabilities, Reduced Mobility and/or Wheelchairs.

F) Passengers traveling with Pets or Service Animals.

G) Passengers who, due to their physical or legal condition, must notify their situation at the check-in counter to determine whether they may or may not board the flight.

H) Passengers with Respiratory Disabilities.

I) Passengers seated in the emergency exit row seats (for instance in A320 aircrafts: row 1, only seats A, B, and C; rows 12 and 13 all seats).

J) Passengers which have not chosen a Seat or had one allocated by the airline, or when they are requested on the Website to go directly to the check-in counters.

9.0 Baggage

9.1 Baggage Policies

For safety reasons, all Viva Aerobus Passengers and their respective Baggage shall be subject to screening at the different Airports.

Viva Aerobus requests each Passenger to have their Hand Luggage available in the event of being subject to inspection by the “Viva Aerobus” staff and/or the Airport’s security staff. For better identification and security of their Baggage, Passengers are advised to identify their Baggage with their name, address, telephone number and/or their Reservation Code, so that in case of Baggage loss or damage, tracking is easier, Passengers are solely liable for failure to do so.

Viva Aerobus shall only be responsible in case of proven loss or damage of Baggage that would have been duly identified as described in the preceding paragraph, provided that the Passenger notifies Viva Aerobus by completing the corresponding Property Irregularity Report (the “Report”) which Passengers may obtain at the sales counters in each Airport.

Since Baggage is subject to screening and handling by persons and staff alien to Viva Aerobus, Viva Aerobus advises its Passengers to:

  • Avoid packing fragile or valuable items in their Baggage, including without limitation: cash or negotiable documents, jewelry, electronic devices, photography or video equipment, cell phones, important documents, or artworks, among others (“Valuables”). Viva Aerobus does not allow the transportation of Valuables; therefore, their transportation is at the Passengers’ sole risk. Consequently, Passengers waive any right to request an indemnification from Viva Aerobus in case of loss under this concept.
  • Identify all the pieces of Baggage with name and contact information of the Passenger, whether Hand Luggage or Checked Baggage.
  • Verify that the information in the Baggage ticket or stub corresponds to their place of origin and destination.
  • Verify that the collected piece is their own when picking it up, since the existence of similar pieces on the same flight is possible.

Passengers are free to follow the above recommendations, failure to do so releases Viva Aerobus from all liability.

Viva Aerobus does not assume any responsibility for damaged Baggage or in bad conditions which exceed the prescribed size or are overloaded. Likewise, Viva Aerobus is not responsible for damage caused by the normal handling of the Baggage: i.e. to the wheels, frames, straps, retractable handles, zippers, loss of locks, external straps, among others which are deemed incidental since they do not affect the primary function of a Suitcase.

9.2 Extra Baggage

Passengers may add extra baggage to their Reservation in all the Sales Channels up to 4 (four) hours before the flight departure time by paying the corresponding amount for each leg of the journey, regardless of whether it is a Stopover or the final destination of the Passenger. In such cases, the Passenger adding an extra item to his/her Baggage, shall be entitled to carry the amount and weight of the Baggage paid, which may be: one 15 (fifteen) kg suitcase, one 20 (twenty) kg Suitcase, one 25 (twenty-five) kg Suitcase and one 32 (thirty-two) kg Suitcase none of which may exceed 158 (one hundred fifty-eight) linear centimeters. The payment of the corresponding charges shall be made according to the Fees published at: www.vivaaerobus.com/mx/volar-con-viva/consulta-nuestros-cargos.

9.3 Prohibited items

Passenger may verify the list of prohibited items both in respect of Carry-ons and Checked Baggage at the Website. If any Passenger is carrying any of those articles, such may be confiscated to the extent that they may endanger the health and physical integrity of the Passengers and/or the crew, or the safety and tranquility of the Aircraft and any of its components.

9.4 Transport of Human Remains

Viva Aerobus allows ashes only, which shall be transported as Hand Luggage provided they are placed in a sealed container to prevent spills.

Passengers must report the ashes when checking-in and at the Boarding gate and they must have the Death certificate and a cremation certificate, among other, as required by the sanitary or airport authorities and/or by Viva Aerobus.

9.5 Transport of Sports Items

Viva Aerobus may at the Passenger’s request, transport sports equipment whose dimensions and form do not conform to the regular Baggage standards, after payment of the charge for handling such equipment. Viva Aerobus shall not be responsible for damage and/or loss of such sports equipment.

The checking-in of such sports equipment shall be subject to the following conditions:

It does not exceed the maximum weight of 32 (thirty-two) kilograms

It does not exceed 319 (three hundred nineteen) linear centimeters per item or checked container.

The transport of such items shall be subject to space availability. The Passengers willing to carry with them sports equipment must notify so to Viva Aerobus with due anticipation.

9.6 Transportation of Musical Instruments

Viva Aerobus may transport musical instruments whose dimensions and shape do not conform to the standards described in section 9.7 and 9.8 of these terms and conditions, after payment of the charge for handling such equipment.

Viva Aerobus shall only be liable in case of losses and/or damages to such musical instruments for up to the limits established in the applicable legislation.

The checking-in of such items shall be subject to the following conditions:
  • Not exceeding the maximum weight of 32 (thirty-two) kilograms or 319 (three hundred nineteen) linear centimeters per checked item or container.
  • The transport of such instruments shall be subject to space availability. The Passengers willing to carry with them a musical instrument must notify so to Viva Aerobus with due anticipation.
  • If you purchased this service and your musical instrument is bigger than the permitted dimensions for Hand Luggage, which are 55 x 40 x 25 cm (including the case or cover), you may transport your musical instrument in the passenger cabin, as long as it can be safely stowed in the overhead compartments of the aircraft. Otherwise you must check your musical instrument.
  • It is important to remember that, owing to the space limitations in the Passenger cabin, the transportation of musical instruments service is subject to availability, so in the event of there not being sufficient space in the passenger cabin, the musical instrument must be checked.

9.7 Carry-on Baggage.

Based on the fare or combo chosen when making the Reservation, Passenger may carry up to 2 (two) Hand Luggage pieces, Passenger will be entitled to the following concerning his/her Carry-on Baggage:

Zero Fare: The Passenger may only carry 1 (one) Personal Item which shall not exceed the measures of 45cm x 35cm x 20cm, waiving its right to travel with Carry-on Baggage. Carry-on Baggage is available solely with extra cost which can be consulted at https://www.vivaaerobus.com/en/flying-with-viva/fees-and-charges . In this Fare the Passenger waives its right to transport Carry-on Baggage and Checked Baggage in exchange of a preferential Fare according to Article 47 bis of the Mexican Federal Aviation Law.

Light or Light OTA Fare: Passenger may carry 1 (one) Personal Item which shall not exceed the measures of 45cm x 35cm x 20cm, and 1 (one) Hand Luggage not exceeding 10 (ten) kilograms. Hand Luggage shall not exceed the measures of 50cm x 40cm x 25cm. Extra Carry-on Baggage is available solely with extra cost which can be consulted at https://www.vivaaerobus.com/en/flying-with-viva/fees-and-charges. In this Fare the Passenger waives its right to transport part of its Carry-on Baggage and Checked Baggage in exchange of a preferential Fare according to Article 47 bis of the Mexican Federal Aviation Law.

Extra Fare: Passenger may carry 1 (one) Personal Item and 1 (one) Hand Luggage not exceeding 10 (ten) kilograms. Hand Luggage shall not exceed the measures of 50cm x 40cm x 25cm. Extra Carry-on Baggage is available solely with extra cost which can be consulted at https://www.vivaaerobus.com/en/flying-with-viva/fees-and-charges. In this Fare the Passenger waives its right to transport part of its Carry-on Baggage and part of its Checked Baggage in exchange of a preferential Fare according to Article 47 bis of the Mexican Federal Aviation Law.

Extra OTA Fare: Passenger may carry 1 (one) Personal Item and 2 (two) Hand Luggage not exceeding 10 (ten) kilograms as a whole. Hand Luggage shall not exceed the measures of 50cm x 40cm x 25cm. Extra Carry-on Baggage is available solely with extra cost which can be consulted at https://www.vivaaerobus.com/en/flying-with-viva/fees-and-charges. In this Fare the Passenger waives its right to transport part of its Checked Baggage in exchange of a preferential Fare according to Article 47 bis of the Mexican Federal Aviation Law.

Smart Fare: Passenger may carry 1 (one) Personal Item and 2 (two) Hand Luggage not exceeding 15 (fifteen) kilograms as a whole. Hand Luggage shall not exceed the measures of 50cm x 40cm x 25cm.

Passengers must present their Carry-on Baggage at the check-in counters for Viva Aerobus staff to put a distinguishing mark on them, if otherwise it could be subject to a second screening at the Airport’s last departure lounges and a cause extra charges or for being denied boarding.

For safety reasons, Viva Aerobus does not allow boarding with Hand Luggage heavier than 15 (fifteen) kilograms. Carry-on Baggage exceeding any of the above parameters may be checked-in by the Passenger and it shall be subject to the charge for Additional Baggage.

Passengers that would have chosen the Zero, Light or Extra Fares and show up with more than 10 (ten) kilograms in their Hand Luggage for boarding, must show that they have paid the fee for the increased weight, otherwise they must make the payment to enlarge their Carry-on Baggage Allowance for up to 15 (fifteen) kilograms. Consult our Internet Website to know the applicable fees.

Infants do not have any Carry-on Baggage allowance. (This applies to all Fares and Combos). To be able to carry an additional Hand Luggage to transport the Infant’s items, Viva Aerobus advises the purchase of the “Baby Package.”

On flights which are full or near-full, at time of boarding, Viva Aerobus may withdraw all Carry-on Baggage that does not fit underneath the seats in front of Passengers, to be checked, at no extra cost. To check Hand Luggage, all valuables and/or medication needed by Passengers must be removed. Moreover, as a receipt, a Baggage claim ticket will be issued for the collection of Baggage at the baggage claim band at the final destination.

9.8 Checked Baggage.

All our Passengers shall be entitled to carry a Suitcase at up to 25 (twenty-five) kilograms, not exceeding 158 (one hundred fifty-eight) linear centimeters, free of charge, as part of their Checked Baggage under the Smart Fare available for all our Passengers.

Passengers that would have chosen the Zero, Light or Light OTA Fares waive their right to carry 25 (twenty-five) kilograms of Checked Baggage in exchange for a discount Fare, pursuant to the information published on our Website at the following link http://www.vivaaerobus.com/mx/volar-con-viva/consulta-nuestros-cargos. Therefore, the Passengers that would have chosen the Zero or Light Fares accept that if they fail to comply with the “Baggage conditions” (those "Baggage conditions" being understood as carrying with themselves only one Personal Item for the Zero Fare and one Personal Item and one Hand Luggage for the Light Fare, according to the provisions in section 9.7 above), must purchase the extra baggage allowance required at the Airport, which may be from 15 (fifteen) and up to 32 (thirty-two) kilograms) by paying the corresponding Fee which is published on our Website at the following link http://www.vivaaerobus.com/mx/volar-con-viva/consulta-nuestros-cargos.

Whenever Passengers do not require or intend to carry any Checked Baggage, Viva Aerobus puts at their disposal Preferential Fares for those Passengers deciding to travel lightly, or without Checked Baggage, pursuant to the specifications set forth below:

Viva Aerobus grants a discount to all Passengers who decide to travel lighter, without Hand Luggage and without Checked Baggage.

Zero, Light or Light OTA Fare: Viva Aerobus grants a discount to all Passengers who decide to travel without Checked Baggage. Passengers traveling in this Fares waive their right to transport Checked Baggage in exchange of a discount.

Extra Fare: For Passengers choosing the Extra Fare, “Viva Aerobus” grants them a discount fare for traveling light, in other words, such Passengers waive their right to carry 25 (twenty-five) kilograms of Checked Baggage in exchange of a discount. Passengers choosing the Extra Fare accept that they may only carry one Hand Luggage and check-in one Baggage for up to 15 (fifteen) kilograms and 158 (one hundred fifty-eight) linear centimeters.

Smart Fare: Passengers flying in the Smart Fare may transport a Checked Baggage of up to 25 (twenty five) kilograms and 158 (one hundred and fifty eight) linear centimeters at no extra cost.

Extra OTA Fare: Passengers choosing the Extra OTA Fare may carry their Checked Baggage for up to 25 (fifteen) kilograms and 158 (one hundred fifty-eight) linear centimeters at no extra charge.

Passengers choosing the Extra or Smart Combos that exceed the Checked Baggage Allowance as per the respective Fare or Combo selected, must pay the corresponding fees for excess baggage being limited to 32 (thirty-two) kilograms. Passenger may purchase additional pieces of Checked Baggage up to 32 (thirty two) kilograms paying the corresponding fee. The Fees for excess Checked Baggage or additional Checked Baggage may be consulted at our Website or at the following link http://www.vivaaerobus.com/mx/volar-con-viva/consulta-nuestros-cargos.

Passengers younger than 2 (two) years old, are not subject to a Checked Baggage allowance.

Where Passengers based on their own needs decide to reorganize and/or transfer items from one Suitcase to another during the checking-in process, they must abandon their place in the line to avoid obstructing the other Passengers, and they may subsequently get in the line once again, in order to comply with the applicable screening and speed up the checking-in process at the counters.

Viva Aerobus does not accept Valuables in the Checked Baggage, therefore, Viva Aerobus shall not be held liable for the loss and/or damage to those Valuables.

9.9 Pet Transport

9.9.1 Pets traveling in the cargo area of the Aircraft

Passengers may transport their pet (dog or cat) under their full responsibility in the cargo area of the aircraft as part of their Checked Baggage, provided they pay the corresponding administrative fee current as of the provision of the service, which may be consulted at: www.vivaaerobus.com/mx/volar-con-viva/consulta-nuestros-cargos. Passengers must request the pet transport service when confirming their Ticket purchase on the Internet Website www.vivaaerobus.com or in any of Viva Aerobus Sales Channels, at least 4 (four) hours before flight departure or at the Airport with at least 2 (hours) before flight departure during the check-in process.

Kindness and good care shall be observed for the transport of pets at all times. Viva Aerobus shall do its best to mitigate the stress, suffering, pain and the production of injuries when handling the pets. Viva Aerobus shall not carry short-muzzled pets within the cargo hold due to the high risk of respiratory syndrome common in these breeds. They shall only be allowed in the cabin, if adhering to the requirements of size, weight and documentation, and the relevant liability waiver, and they shall remain the full responsibility of Passengers, owing to the possibility of developing the respiratory syndrome typical of these breeds, which consists of an inability to breathe normally or an inability to regulate body temperature, which could even cause the sudden death of the pet. Viva Aerobus shall not be liable in the event of the unfortunate death of a pet for the aforementioned reasons.

The following dog breeds are considered short-muzzled pets on an illustrative, non-limitative basis: Affenpinscher, American Staffordshire terrier, Boston Terrier, Brussels Griffon, Boxer, Bull Dog, Bull Mastiff, Bull Terrier, Cane Corso, Cavalier King Charles, Chow-Chow, French mastiff, English Toy Spaniel, Brussels Griffon, Japanese Spaniel, Lhasa-apso, Maltese, Mastiff (all breeds), Pekingese, Pug, Shar Pei, Shit-Tzu, Tibetan Spaniel, among others; and cats of the following breeds: Burmese, Exotic, Himalayan, Persian, among others.

For safety operational reasons Viva Aerobus may only transport a maximum of 6 (six) pets per flight (3 in the cargo area and 3 in the cabin of the Aircraft). Viva Aerobus recommends all its Passengers to acquire this service with anticipation since in the event unavailability for the flight and date requested, the service may be denied by Viva Aerobus without any liability whatsoever.

Pets must be at least 16 weeks (four months) at the date of the programmed departure of thr flight, when the pet is checked for the cargo compartment.

Pets must travel inside hard-sided sturdy individual carriers provided by the Passenger, with waterproof padded bottom specifically designed to such end, in which the pet may move freely, stretch out or sit up. Likewise, the carrier shall be secured by a lock or seal provided by the Passenger to safeguard the integrity both of the pet and of the staff handling the carrier.

Viva Aerobus recommends its Passengers not to carry pet accessories inside the carrier such as blankets, toys, rawhide, etcetera, since such might be removed at the time of the inspection and if that happened, Passengers shall be unable to request an indemnity from Viva Aerobus in that respect. The carrier must weight no more than 32 (thirty-two) kilograms including the weight of the pet, nor exceed 319 (three hundred nineteen) linear centimeters.

Viva Aerobus shall not provide carriers, accessories, food and/or special care for the pets. Viva Aerobus may deny transport of a pet without any liability whatsoever in such cases where the Passengers fail to present the documents mentioned in section I and II of item 10.2.2 below, as applicable.

On Connecting Flights, Viva Aerobus shall not carry pets in the cargo hold, since, due to flight characteristics, airport conditions and Connection times, proper care and attention may not be possible.

9.9.2Pets Aboard traveling in-Cabin

Transport of live animals aboard Viva Aerobus aircrafts is only available for dogs and cats in-cabin under the following conditions:

Service shall be limited to 1 (one) pet per Passenger and a maximum of 6 (six) pets per flight (3 in the cargo hold and 3 in-cabin). Passengers must pay the administrative fee current by the time of the provision of the Service, which may be verified at: http://www.vivaaerobus.com/mx/volar-con-viva/consulta-nuestros-cargos.

Pets in the cabin must remain inside an individual carrier provided by the Passenger, made of rigid or semi-rigid material in case of dogs or rigid material in case of cats. In any case, the carrier must be lined with absorbent material (leak-proof) and have the following maximum dimensions: 45 cm long x 35 cm wide x 20 cm high. The carrier must be specifically designed to such end and allow the pet to move freely, stretch out or sit up. Likewise, the carrier shall be secured by a lock or seal provided by the Passenger to safeguard the integrity both of the pet and of the staff handling the carrier.

Viva Aerobus shall only transport in the cabin dogs and/or cats whose weight including the carrier, does not exceed of 10 kilograms in the aggregate. Pets must be at least 8 weeks (2 months) old by the time of the flight and not depend on their mother for feeding.

The carrier must be stowed under the seat in front of the Passenger’s. If it should exceed the dimensions allowed, the pet must be checked-in provided the carrier’s construction is rigid and depending on the availability of the service pursuant to these Terms and Conditions. Viva Aerobus reserves the right to deny this service if the carrier fails to comply with the aforementioned dimensions and weight indicated in this section.

The carrier must completely contain the pet, in other words, the pet must remain completely inside the carrier throughout the flight, without any part of it showing outside the carrier.

Passengers willing to transport their pets on board the cabin must show up at the check-in counters of the corresponding Airport with the pet and the documents required for the transportation within the time frames set forth in this section, for national flights with at least 2 (two) hours before the flight departure and for international flights 3 (three) hours before the flight departure.

Viva Aerobus shall carry short-muzzled pets in the cabin, if adhering to the requirements of size, weight and documentation required as well as providing the relevant liability waiver, and they shall remain the full responsibility of the Passenger, owing to the possibility of developing the respiratory syndrome typical of these breeds, which consists of an inability to breathe normally or an inability to regulate body temperature, which could even cause the sudden death of the pet. Viva Aerobus shall not be liable in the event of the unfortunate death of a pet for the aforementioned reasons.

The following dog breeds are considered short-muzzled pets, on an illustrative, non-limitative basis: Affenpinscher, American Staffordshire terrier, Boston Terrier, Brussels Griffon, Boxer, Bull Dog, Bull Mastiff, Bull Terrier, Cane Corso, Cavalier King Charles, Chow-Chow, French mastiff, English Toy Spaniel, Brussels Griffon, Japanese Spaniel, Lhasa-apso, Maltese, Mastiff (all breeds), Pekingese, Pug, Shar Pei, Shit-Tzu, Tibetan Spaniel, among others; and cats of the following breeds: Burmese, Exotic, Himalayan, Persian, among others.

For the transport of pets in-cabin or in the cargo hold, Passenger must, without exception, present the following documentation at the check-in counters:

I. For National Flights:

  • The pet’s vaccination certificate according to its age, with indication of the vaccination’s brand, laboratory name, lot, expiry date and the date on which it was administered.
  • Certificate of the pet’s last deworming/flea/tick treatments.
  • Viva Aerobus Liability Waiver, duly signed.

II. For International Flights:

  • The pet’s health certificate issued in letterhead paper by a veterinarian with inclusion of the owner’s name and address attesting to the pet’s good health, in other words that the pet is not undergoing a healing process and that it is fit to travel by air.
  • The pet’s vaccination certificate indicating that the rabies vaccination has been recently applied according to its age, with indication of the vaccination’s brand, laboratory name, lot, expiry date and the date on which it was administered.
  • Certificate of the pet’s last deworming/flea/tick treatments.
  • Viva Aerobus Liability Waiver duly signed.

Viva Aerobus reserves the right to admit those pets whose owners fail to present the above documentation.

Once at the Airport, the airline’s staff shall verify the compliance with the requirements herein, and at the discretion of Viva Aerobus the pet transport service may be denied to such pets that do not seem in good condition, appearing sick, emitting unpleasant odors, or very stressed or anxious.

For the safety of all Passengers, Viva Aerobus will not allow traveling with pets in the rows located in emergency exits, so if such were the case, the crew may make the change to any other seat available. In the event of emergency, pets shall not be provided oxygen, since supplementary oxygen masks or supplementary therapeutic oxygen is only for Passengers.

If necessary or required due to any special situation or for the safety of all the Passengers, your pet may be relocated to the cargo hold without liability for Viva Aerobus.

10.0 Lost and/or Damaged Baggage

Viva Aerobus does not allow valuables to be carried in Checked Baggage, and therefore Viva Aerobus shall not be liable for items of this nature contained in Checked Baggage. So, whether to pack valuables in Checked Baggage or not, shall be at the discretion of Passengers.

Viva Aerobus shall be liable for the destruction, loss of or damage to Carry-on Baggage whilst Passengers are on board the aircraft and until the moment they alight therefrom, if and only if, said destruction, loss or damage were probably caused directly by acts or omissions on the part of Viva Aerobus or its staff.

In respect of Checked Baggage, Viva Aerobus shall be liable for any destruction, loss or damage for the time the Baggage is checked and until the moment Passengers collect their Baggage from the reclaim carousels at the destination Airport.

In cases of loss and/or damage to Baggage, Viva Aerobus shall follow the provisions of the Civil Aviation Act, its Regulations and its Compensation Policies.

10.1. Claiming Lost and/or Damaged Baggage:

In case the Passenger’s Baggage has been destroyed, lost or damaged pursuant to the preceding item, the Passenger must complete the Property Irregularity Report which shall be provided by Viva Aerobus at its check-in counters, otherwise the Passenger shall forfeit any rights in connection with the Baggage destruction, loss or damage.

Viva Aerobus shall not address any claims in connection with Baggage if not made by filing the Property Irregularity Report.

11.0 Baggage Restrictions

In national flights Viva Aerobus allows the transportation of Perishables as Carry-ons provided the following is complied with:

  • Perishables must be packaged vacuum sealed, dry or completely frozen in a leak-proof package, in a package free of liquids or gels.
  • The package should be leak-proof and prevent odor emission.
  • The package must also comply with the size and dimensions established for Carry-ons.
  • The container must be made of rigid material and specially designed for the transportation of Perishables. See 9.7 Carry-on Baggage.
  • No styrofoam coolers are allowed.
  • If the products consist in liquids, gels and/or aerosols the provisions of Appendix C of the Mandatory Circular CO SA-17.2/10 must be observed. Whenever the Perishable is transported in dry ice (carbon dioxide CO2 in solid state), the conditions described for the transport of the items mentioned in this section shall apply. It is only permitted in national flights, under no circumstance may be allowed in international flights.
  • Concerning the Checked Baggage, the following are not allowed: Baggage heavier than 32 kilos, Perishables (seafood, cheese, etc.), valuables (money, jewels, negotiable instruments), fragile products (such as styrofoam coolers) and regarding international flights, those banned by the country of the Airport of origin/destination.

11.1 Guidelines for transportation of LAGs.

Passengers willing to transport LAGs must abide by the following guidelines:

1) All LAGs must be kept in containers of a maximum volume of 100 (one hundred) milliliters each (or its equivalent volumetric measure for instance, fluid ounces). When the item’s reference is in mass units, 100 (one hundred) grams may be deemed to equal 100 (one hundred) milliliters (or its equivalent in other mass units).

2) Containers with LAGs must be kept in resealable transparent plastic bags (no more than 1-liter in capacity, measuring 20.5x20.5 cm or 25x15cm or its equivalent). Containers must fit inside the bags comfortably.

3) No LAGs in container exceeding 100 (one hundred) milliliters shall be allowed, not even if they are only partially full. No empty containers are allowed, regardless of their size.

4) Only one bag of this type per passenger is allowed and it must be presented separately for inspection.

All those LAGs failing to comply with these guidelines and/or the Airport of origin and/or destination guidelines, will be collected at the inspection points of each Airport before the flight departure.

An exception may apply to Passengers with special medical or dietary needs (such as baby food) provided the Passenger proves that they are essential for health (or dietary) purposes, in other words, that in lack of them the Passenger’s health could be seriously compromised. To such end, the Passenger must submit a proof of authenticity (confirm that the name in the medicine’s label matches the one in the prescription). The requirement of keeping them inside a plastic bag does not apply to baby food on board the Aircraft.

Viva Aerobus does not allow the transport of perishables in the Checked Baggage.

Transporting Perishables in international flights is not allowed.

Passengers assume liability for the Perishables in their Carry-ons and for any damage or loss and/or any incident that could arise in connection therewith to the detriment of Viva Aerobus and/or any other Passenger and releases Viva Aerobus from any liability resulting thereunder.

12.0 Charges and fees

12.1 Airport Improvement Fees (TUA) and the Security Fee

“Viva Aerobus” will collect, on behalf of the Airport and acting as a fee collecting entity, the TUA and the corresponding security fee, and the Passenger is bound to pay Viva Aerobus both charges before the flight departure.

In domestic flights, the Passengers may pay the TUA at the time of purchase of their Tickets, or Passengers may ask to pay the relevant amount later on our website www.vivaaerobus.com, Callcenter, Viva stores, IAMSA or lastly, at Check-in on the day of their flight.

In the case of the Security Fee will be pay at the time of purchase included into the rate for the “air transportation service”.

Without exception, no Passenger may check-in (either online or at counters), or board their flight without having paid the TUA in full.

For international flights*, the TUA and the security fee will be included into the rate for the air transportation service. *This includes any reservations made through our English language web-site directed to US passengers.

12.2 Fees, Taxes and Charges

The fees, Taxes and Charges refer to the collection made by Viva Aerobus from the Passengers in addition to the Fare, including on an illustrative, non-limitative basis, such government charges, insurance premiums, Security Fees.

Charges corresponding to the TUA are subject to changes and/or variations without prior notice at the corresponding Airports’ discretion.

12.3 Fee for re-printing the Boarding Pass/Assistance at the check-in Counters.

The Boarding Pass shall be print in accordance with the provisions in item 8.1 of these Terms and Conditions. The Passengers travelling on a Zero Fare or on Light and Basic Combos who fail to submit their printed Boarding Pass at the Check-in counters, will be subject to a charge for printing their Boarding Pass, according to the Fees in force on the date of the flight, which shall be published on www.vivaaerobus.com/mx/volar-con-viva/consulta-nuestros-cargos.

12.4 Taxes

All the transactions referred to herein, including without limitation, the purchase and sale of Tickets for the air transportation, products and any other services offered by Viva Aerobus shall be subject to the taxes applicable pursuant to the provisions of the Federal Tax Code and any other laws applicable to fiscal matters within the Mexican Republic.

12.5 Viva Fan Membership Fee

Passengers who wish to obtain Viva Fan Membership may do so by the payment of a purchase fee, which can be checked at the website www.vivaaerobus.com/mx/volar-con-viva/consulta-nuestros-cargos If Viva Fans wish to bill the payment of Viva Fan Membership, they must do so through the Call Center.

13.0 Boarding policies

13.1 General policies

In view of the “new normal” and the measures established by the competent Mexican authorities, it shall be necessary to devise a new boarding procedure to safeguard the health and safety of our Passengers. It is important that our Passengers remain attentive to notifications issued by Viva Aerobus staff in the various Airports at which Viva Aerobus operates. The order of boarding shall depend on the facilities available at each Airport, each one being potentially different. Passengers must maintain order during the whole boarding procedure. Passengers must behave orderly throughout the entire boarding process.

A Boarding Line shall be assigned pursuant to the seat chosen by the Passenger. Additionally, the Passenger may purchase the VIP Pass by covering the corresponding price.

The boarding order will begin with the Disabled Passengers and/or with Reduced Mobility, then after with the Passengers holding a VIP Pass. The order of the boarding lines may vary depending on the facilities of each Airport. Viva Aerobus recommends all its passengers to pay careful attention to the announces given by the traffic staff prior to boarding.

Boarding will close 20 (twenty) minutes before the flight’s scheduled departure time. Passengers arriving at the boarding gate after such time may not board and will miss their flight without any liability whatsoever for Viva Aerobus. Viva Aerobus shall not be liable for any Passengers missing their opportunity to board the plane due to their late arrival.

Once inside the aircraft, each Passenger will be able to search and sit comfortably in the previously assigned Seat.

Passengers who purchase their VIP Pass, on our Website in the additional benefits section, in Call Center or in Viva Tiendas, will have post-boarding preference for Passengers with Disabilities and/or Reduced Mobility, regardless of their Seat number.

Those Passengers who are members of the Viva Fan Membership and who are previously enrolled in the Smile & Fly program, will be able to board without having to show their Official Identification and Board Pass, placing only their face in front of the RF knowledge equipment located at the airports where the Smile & Fly program is available.

Viva Aerobus shall assign a seat randomly and free of charge to all Passengers. Should a passenger wish to change the seat assigned during the purchase process, he/she may do so based on the availability through any of the Sales Channels up to 4 (four) hours before the flight’s departure by paying the fee for seat change, consultable at:  www.vivaaerobus.com/mx/volar-con-viva/consulta-nuestros-cargos. Seat changes may be executed at our Check-in counters provided such changes fall within the same category. The digital Boarding pass or that printed at the Check-in counters shall be selected under the section “Seat” with the number of Seat chosen at the time of purchase.

Important Remark: The Passengers executing the purchase of the Ticket through IAMSA or any OTA (Internet travel agencies) shall be assigned a random Seat without cost, however, they may change their seat under the section My Flight on our Website on the Internet through the payment of a fee for Seat change.

13.2 Passengers’ behavior

13.2.1 Behavior on board the Aircraft

The Captain of the aircraft is at all times the person in charge and the authority in the aircraft, and all persons on board must follow the Captain’s instructions.

Viva Aerobus Captains may at their own discretion impose to such Passengers having an inadequate behavior or causing trouble during the flight, on an illustrative, non-limitative basis, physical restraint such as ordering the offloading of the Passenger or for him/her to be delivered to the security staff and the ground officers without any liability for Viva Aerobus and/or the Captain.

Such Passengers that due to their inadequate behavior cause any damage and/or detriment to Viva Aerobus, to him/herself or to any other Passengers, shall be liable for such damages and must indemnify Viva Aerobus for and against whatever expense, cost, disbursement that Viva Aerobus would have had to pay as a result of his/her acts including those deriving from claims or complaints filed against Viva Aerobus.

13.2.2 Passengers surrendering their reservations

In the event of the issuance of Tickets above the aircraft’s capacity, Viva Aerobus shall call for volunteers to give up their seats in the relevant flight, those who do will be entitled to a compensation pursuant to Viva Aerobus Compensation Policies in compliance with the Civil Aviation Law.

13.3 Denied Boarding

Viva Aerobus may deny boarding on a flight without any liability to such Passengers that:

i. Pursuant to the applicable legislation may endanger or represent a risk or, whose carriage or that of their Baggage and/or belongings is forbidden or restricted by the applicable legal provisions.

ii. Would have had an inadequate behavior on previous flights.

iii. Refuse to be screened and/or their Baggage by Viva Aerobus or the Aiport’s security staff .

iv. Had not paid each and every of the Fares, charges, fees, taxes and/or dues applicable, including those credits granted by Viva Aerobus and the TUA.

v. Do not present an Official Identification or when presenting it, it is found to be falsified, mutilated and/or altered.

vi. Do not have a proof of payment or Reservation code or when such have been reported as lost or stolen, or if they are falsified, altered or mutilated.

vii. Fail to comply with all the requirements demanded by the Immigration and Customs authorities of the country of destination. Such requirements refer on an illustrative, non-limitative basis to:

  1. Valid Passport (regardless of the nationality)
  1. Valid Visa (For non-American citizens willing to enter the USA and for non-Mexicans willing to enter Mexico)
  1. Round ticket (Citizens willing to travel to USA who are not American citizens)
  1. An address in the USA (Citizens willing to travel to USA who are not American citizens)

It is the Passenger’s responsibility to have all the documents required by the country of destination they are willing to travel to, for which they release Viva Aerobus from any liability deriving from lack thereof.

viii. Those listed in clause 8.2 who show up directly at the last departure lounge without having undergone the check-in process at the check-in counters.

14.0 Safety in our flights

Viva Aerobus reserves the right, at its entire discretion, to deny boarding on a flight to any person that could represent an actual or potential danger to the safety of the Aircraft and/or the other Passengers such as:

  • Convicts
  • Drunk persons
  • Persons under the effect of psychotropcis (except for medicines prescribed by a physician and after due notification to Viva Aerobus staff when checking-in).
  • Persons wanted by national and international authorities.

In such cases Viva Aerobus shall notify the relevant Passenger of its decision to deny boarding and the reasons therefor. Consequently, it shall draft a report describing the situation and the reasons giving rise to the denied boarding, as well as the measures, if any, to be taken to avoid affecting or undermining the passenger’s rights, as further detailed below. The measures to safeguard the Passenger’s rights may consist in the issuance of a Flight Certificate, or as a last resort, if admissible and to Viva Aerobus discretion, refund the Passenger after due analysis of the situation.

Regarding persons under the effect of a psychotropic or alcoholic substance or any other substance affecting the Passenger’s conduct (save for the case of medicines and after the exhibition of the prescription issued by a physician and prior notice thereof to Viva Aerobus staff when checking-in), Viva Aerobus shall not be responsible for refunding any fees or amounts paid, since the Passenger is presumed to be solely responsible for his/her physical and psychological condition when boarding the plane.

Concerning the persons wanted by national and international authorities, notice shall be given to the corresponding authorities or, as applicable, the persons shall be formally delivered to the corresponding authorities.

Such kind of measures in no case shall be adopted with the purpose of depriving from or undermining the rights and liberties, or the equality of all persons or to affect their dignity and they only seek to preserve the other Passengers’ safety in order to ensure a peaceful and faultless flight.

14.1 Non-smoking Policy

Viva Aerobus informs the Passengers that smoking is not allowed in any of the Aircrafts owned by Viva Aerobus. Such Passengers caught smoking on board the Aircraft will be subject to the sanctions and penalties prescribed by the legislation in force.

The use of electronic cigarettes or vaporizers on board the Aircraft is also not allowed.

15.0 Limitation of liabilities

15.1 Passengers

In the event of claim for damages to the Passengers on board the Airplanes, Viva Aerobus shall be liable pursuant to the guidelines established in the provisions of the applicable Laws to such matter.

Viva Aerobus shall be exempted from any liability whatsoever in the following cases:

  • Damages suffered by Passengers due to their own fault or negligence.
  • Damages caused for defects, hidden defects of the Baggage or due to the use of inappropriate containers
  • When the Baggage due to its own nature or contents suffers damages.
  • If the Baggage was delivered on time.
  • When the goods transported were damaged by the Passenger him/herself from the outset.
  • Whenever the Passenger’s statement is false or if he/she lies regarding the existence of Valuables, the quality and/or amount of the goods contained in his/her Baggage.

16.0 Prohibited items

PROHIBITED ITEMS OR SUBSTANCES OR WHICH ARE NOT SUBJECT TO TRANSPORTATION DESCRIPTION
Artículo o Sustancia prohibida **Objects capable or seemingly capable of causing injury by discharging a projectile. Descripción All types of firearms (guns, rifles, revolvers, shotguns, etc.). Replicas or imitations of firearms, components and/or firearms, components and/or parts of firearms (excluding telescopic sight), air guns, rifles and dart guns. Guns used for aid signals and starters, toy guns of all kinds*, Paintball guns, guns and staplers, industrial, crossbows, catapults, harpoons, and spears guns, or any gun posing a risk to the physical integrity of a human being or animal, electroshock devices, laser guns, lighters with the form of a gun.
Artículo o Sustancia prohibida *Sharp or puncturing objects, capable of causing a wound. Descripción Including axes, arrows and darts, steel staplers or steel picks, steel plaques with picks used for climbing, harpoons, lances, ice axes, any kind of knife or blade without limitation, sables, swords, hidden weapons, scalpels, scissors with blades of any size, skies and ski poles, trekking poles, metal puncturing stars, tools that may be used as sharp or pointy weapons, such as drills, parts or loose pieces of lathe and/or drills, all kind of saws, screwdrivers, locking pliers, levers, hammers, pliers, adjustable wrenches, welding devices, harpoons, submarine weapons, arches, bayonets, arrows, similar objects.
Artículo o Sustancia prohibida *Electronic Devices Descripción Electronic hand tools that use gases to cut/weld (drills, portable saws, welding guns, hammers, screwdrivers, pliers.) High-intensity lamps with bulbs and batteries. Their components (batteries, coils) must be separated and identified with labels. Curling wands, curling irons and flat irons for hair.
Artículo o Sustancia prohibida **Explosives Descripción Munitions, detonators, and fuses, explosive artifacts, as well as replicas and imitations thereof, mines, bombs, including party-poppers (party device), and toy caps.
Artículo o Sustancia prohibida **Chemical and/or toxic substances Descripción Acids and alkaline, liquid batteries, corrosive and/or bleaching substances, for example, mercury, chlorine, radioactive material, commercial or medical isotopes, biological and/or infectious materials, poisons, contaminated blood, viruses, bacteria, radioactive materials, susceptible of instantaneous combustion, extinguishers.
Artículo o Sustancia prohibida ** Gas and any type of gas container Descripción Butane, propane, acetylene, oxygen in large amounts.
Artículo o Sustancia prohibida **Flammable liquids Descripción Including methanol, oil, gasoline, diesel, alcohol, ethanol, aerosol paint, paint thinner, alcoholic beverages exceeding 70 degrees of volume of alcohol.
Artículo o Sustancia prohibida **Oxides and organic peroxides Descripción Including treatments for repairing car paint.
Artículo o Sustancia prohibida **Stretchers Descripción Viva Aerobus does not accept to transport stretchers in any flight.
Artículo o Sustancia prohibida Electronic cigarettes Descripción The use of electronic cigarettes is forbidden in all areas of the “Viva Aerobus” aircrafts.
Artículo o Sustancia prohibida Use of cell phones Descripción Cell phones, personal electronic devices with wireless connection may only be carried in the hand luggage and they must be turned off or turned in airplane mode when the plane signals or the crew instruct it.


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* *These items may be transported as checked baggage, provided they are presented in the right case and/or properly packed.

** These items may NOT be transported in any Viva Aerobus aircraft under no circumstance.

17.0 Land connections authorized by Viva Aerobus

The Passengers who have purchased the ground transportation services, such as taxi service (private or collective), “Shuttle”, or city – Airport – city connection (Viva Bus), and/or ground transportation by bus between cities; must deliver the proof of purchase of the service (ticket) and of the payment thereof, which is issued at the completion of the purchase

17.1 City-Airport-City connection services (Viva Bus)

The Viva Bus Connection tickets are valid only for the date, origin and destination indicated on the ticket, for which no changes shall proceed, nor any refund requests for the case that they have been paid and the purchaser has failed to enforce them pursuant to the specifications provided in each ticket. The Viva Bus service operates according to previously determined itineraries and routes and in the units specifically assigned to such purpose. The Viva Bus service user must show up in advance to timely board the units providing the service. Departures from the points in the city to the Airports take place two and half hours (2:30) in advance to Viva Aerobus flight’s scheduled departure time. Departures of the Viva Bus from the Airport are made once the arrival of the Viva Aerobus flights has terminated and as soon as the users that have hired the Viva Bus services have provided proof thereof and boarded the unit assigned to such effect. The Viva Bus Shuttle is offered to the passengers as a complementary service of the air transport operated by Viva Aerobus and applies only for the pre-established routes. It is subject to the availability of the service or space, without any liability arising for Viva Aerobus or for the company providing the Viva Bus service.

17.2 City to City Ground Transportation

Bus tickets between 2 different cities are only for the indicated dates, times, origins and destinations and the services will be operated by the corresponding company, same company that is indicated on the obverse of the tickets and which is independent of Viva Aerobus. Passengers must show up 35 (thirty-five) minutes before departure to check-in their Baggage and be 20 (twenty) minutes before departure at the point of departure, waiting lounge and/or corresponding platform for boarding the unit. The 50% (fifty percent) discount on the price of the bus ticket is valid only for Viva Aerobus Passengers who present a valid Boarding Pass for not more than twenty-four hours before their flight’s departure time or as applicable, not more after the flight’s arrival time if they have already took the flight and only for the routes and/or the previously determined companies (to consult participating companies and details, visit the following Internet site: https://www.vivaaerobus.com/mx/promociones/viaja-ahorrando). Service is subject to the availability of the service or occupancy, without liability for the company providing the ground transportation services and/or Viva Aerobus. These services are subject to the Terms and Conditions of the ticket issued by the supplier company, which may be consulted at any of their ticket offices.

17.3 Taxi Service

Taxi services offered through Viva Aerobus are subject to availability, are provided by companies independent from Viva Aerobus and subject to the terms and conditions established by the supplier company. To use the taxi service, the service should have been purchased previously through any of Viva Aerobus Sales Channels. Once the taxi service purchased, a representative of the supplier company shall be waiting for the Passengers with a paid ticket at the arrival time of Viva Aerobus flight to drive them to their final destination. The proof of payment is the ticket issued upon payment. The fares published by Viva Aerobus both for the collective and private services are per person and per ride. Viva Aerobus shall not be liable for the refusal by the supplier to provide the service in case the Passenger has not paid the corresponding fee per person and for the ride requested. To make a reservation for the City-Airport transportation service, once the payment has been made, user must call to the telephone number given by the taxi supplier company to book the service with at least 24 (twenty-four) hours before the time on which such service is required.

18.0 Garantías

18.1 VivaContesta Guarantee

The VivaContesta Guarantee consists in ensuring our clients that we will reply back to them within 72 (seventy-two) business hours, through any of our official digital channels, whether Facebook, Twitter or the Clients Service Portal, for more information on its terms and conditions go to the following link https://www.vivaaerobus.com/mx/volar-con-viva/garantia-viva-contesta.

19.0 Viva Fan Membership

19.1 Acquisition and Renewal of Viva Fan Membership

Viva Fan Membership may be acquired from our Website at www.vivaaerobus.com , with the payment of the relevant fee, which can be checked at the following link: www.vivaaerobus.com/mx/volar-con-viva/consulta-nuestros-cargos.

Viva Fan Membership shall be registered under the name assigned at the time of initial purchase, and so it is important for the holder to check that all the information be correct. Viva Fan Membership is unique, individual and non-transferable, and shall last for one calendar year, starting on the date of purchase of Viva Fan Membership.

Viva Fan Membership may only be obtained by Passengers over the age of 18.

Viva Fan Membership shall not be renewed automatically and once its validity has expired it shall be cancelled, unless Viva Fans renew their Viva Fan Membership before it expire, on our Website at www.vivaaerobus.com. Said renewal may be performed by charging the debit/credit card used at the time of initial purchase, in the Account section of our Website www.vivaaerobus.com. Said renewal may be performed by charging the debit/credit card used at the time of initial purchase, in the Account section of our Website: www.vivaaerobus.com, or a new card may be registered.

19.2 Viva Fan Membership Benefits

Viva Fan Membership benefits apply only to holders of Membership and are the following:

A discount of up to $200.00 (Two hundred pesos 00/100 M.N.) per segment on domestic flights and up to USD $10.00 (Ten Dollars legal tender in the United States of America) on international flights when the Holder selects the Combo Smart, Combo Extra or Combo Light. In addition, the Passenger will have access to the "Smile&Fly" service.

To gain access to the above benefits, holders of Viva Fan Membership must correctly enter the username and password given to them at the time of initial registration, on the website www.vivaaerobus.com to start browsing flights and buying tickets. In cases where Passengers forget their username and/or password, they must enter the e-mail address registered on the www.vivaaerobus.com website, in order to be sent instructions for resetting their username and/or password.

In order to obtain Viva Fan Membership benefits, Passengers must make all their purchases through www.vivaaerobus.com. Viva Fan Membership benefits may not be appended to reservations made before the acquisition of Viva Fan Membership and/or made on platforms other than the www.vivaaerobus.comwebsite.

Discounted fares shall be subject to seat availability on each flight and only on the days listed in the details of the actual promotion.

20.0 Governing Law

20.1 Legal grounds

These Terms and Conditions and any service or product provided by Viva Aerobus shall be governed by the provisions of the Federal Consumer Protection Act and by the laws of the Mexican Republic.

All services or products offered by Viva Aerobus outside the Mexican Republic, shall be subject to the International Treaties and Conventions of which Mexico is a party.

20.2 Disputes

Any conflicts or disputes in relation to these Terms and Conditions and/or the products and services rendered by Viva Aerobus shall be subject to the interpretation and enforcement by the competent Federal Courts in Mexico City, thus waiving the Passengers to any other venue that may correspond to them by virtue of their current or future domiciles.

20.3 Protection of Personal Data

For more information on the treatment and protection of their Personal Data, the Passengers may access to the Privacy Notice on   https://www.vivaaerobus.com/upload/en/legales/aviso-de-privacidad-integral.pdf

20.4 Amendments and/or Changes.

With the aim of improving our Service, the Passenger experience and fully abiding by the applicable legislation, Viva Aerobus may change, amend, modify these Terms and Conditions and/or the Website’s content at any time and without prior notice, as well as the check-in procedures and/or the procedures to use or obtain the air transportation services offered by Viva Aerobus.

In cases where changes to the Terms and Conditions could affect Passengers with regards to Service provision, Viva Aerobus shall inform each Passenger of the existence of a change in the Terms and Conditions on the Website www.vivaaerobus.com, as well as through one of the means of contact that Passengers provide when booking.

If Passengers should believe that the change could affect their Reservation they should get in touch with the Viva Aerobus Call Center and, if applicable, they may apply for any compensation that may apply as per the Viva Aerobus Compensation Policy These Terms and Conditions and/or the contents of the Website may contain errors and/or inaccuracies.

Viva Aerobus informs the Passengers that no other warranties by “Viva Aerobus” different to those set forth herein exist, so any warranties not included in these Terms and Conditions shall be void.

No oral or written information that has not been provided by Viva Aerobus authorized representatives shall give rise to any warranty in respect of these Terms and Conditions.

All you need to fly

Monterrey International Airport. Terminal C, Miguel Aleman highway Km 24, Apodaca, NL, Mexico, C.P. 66600
Call Center
Mexico (Toll free) 81 82 150 150
United States +1 866 FLY VIVA (+1866 359 8482)

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Monterrey International Airport. Terminal C, Miguel Aleman highway Km 24, Apodaca, NL, Mexico, C.P. 66600
Call Center
Mexico (Toll free) 81 82 150 150
United States +1 866 FLY VIVA (+1866 359 8482)