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Viva Aerobus launches innovative passenger protection insurance: Full Refund in cash

Published Thursday, May 14, 2020

Mexico City, May 14, 2020. – In order to provide greater security, tranquility and confidence to passengers, Viva Aerobus, Mexico´s ultra-low-cost carrier, launched an innovative product for its clients that protects them in the event of flight cancelation due to unforeseen circumstances and guarantees the cash refund of 100% of the expense incurred in the acquisition of the ticket: Full Refund. With this new alternative for travelers, Viva Aerobus becomes the only Mexican airline to offer insurance with such broad coverage.

“This new insurance is part of our strategy focused on customers, whom we listen to permanently and responds to the situation we live in after the unexpected health emergency caused by the outbreak of COVID-19. With this proposal, we seek to satisfy all the needs of passengers with a protection plan at very accessible prices which improves their travel experience,” said Juan Carlos Zuazua, CEO of Viva Aerobus.

Full Refund, provided by the insurance company MAS Servicios Asistenciales, allows passengers to receive, in cash, 100% of the amount paid in the flight reservation in case of cancellation due to eventualities including illness of the passenger or blood relatives (including COVID-19) , job changes, accidents, government travel bans, theft, adverse weather, among others. In this way, Viva Aerobus offers a protection plan that exceeds the measures and compensations established by current law by including cancellations for causes not attributable to the airline.

This protection plan can be added at the time of making the reservation online at prices starting from $ 40 pesos. The rates of this insurance are calculated depending on the selected route, date and flight. The mechanics to make the refund effective is to request the cancellation at the insurer's call center within 24 hours after the unforeseen event and at least one hour before the flight.

In addition, those insured with this product will have medical advice by phone available 24 hours a day, 365 days a year, in order to provide passengers a professional guide on their health condition.

"Full Refund comes out of the conventional. It is synonymous with the best and most comprehensive protection that can be given to a passenger. Thus, we endorse our promise to offer the simplest and most reliable way to travel,” said Juan Carlos Zuazua.

In line with this commitment to provide reliability for customers, Viva Aerobus also recalls that a month ago it launched the Viva Protection program, which offers passengers greater flexibility on their flights. Some of the benefits of this product are the unlimited changes in flight dates, on the same route, without any cost or payment for fare difference; as well as a premium medical insurance, managed by the insurance company MAPFRE, that includes medical expenses for accident or illness, dental emergency and ambulance transportation.

For more information on the terms and conditions of Full Refund please visit: and to consult the details of Viva Protection go to:

About Viva Aerobus

Viva Aerobus is Mexico's low-cost airline. It started operations in 2006 and today operates the youngest Latin American fleet with 37 Airbus A320 in 127 non –stop routes (105 national and 22 international) to 52 destinations (38 national y 14 internationals). With a clear vision to give all people the opportunity to fly, Viva Aerobus has democratized the airline industry with the lowest rates in México and the lowest costs in Latin America, making their flights the best value offer. For more information please visit:


Walfred Castro, Corporate Communication Director of Viva Aerobus -

Tarssis Dessavre, Account executive of PRoa Structura - – Tel. 55 5442 4642 - ext.26 / Cel. 55 2751 1709

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)